accessibility-billing about csr Virgin Media
If you have difficulty reading your bill, our team can talk through the details by telephone. Just dial 150 free from your Virgin Media telephone. Prefer to use a text phone?
Just dial 0800 052 9735
If you have difficulty reading small print, you can request to receive your bill each month in a large print format in addition to the standard format. The large print format comes on A3 size paper with a 14 point typeface.
For partially sighted or blind customers you can also request to receive your bill each month in a Braille format, absolutely free.
You can pay your bill in most of the high-street banks and building societies or via the Post Office by:
You can also pay at any PayPoint in cash.
For customers with any form of sight disability, we can provide an audio cassette of our contract Terms & Conditions plus full details of how to buy a movie from our Front Row service. This service is free of charge.
If it is physically difficult for you to pay your bill each month, or you worry that your bill may go unpaid due to circumstances beyond your control, for example an unexpected hospital stay, then the Protected Service scheme will give you peace of mind. The scheme lets you nominate a friend or family member to deal with all enquiries regarding your account, e.g. to pay your bill for you each month, to resolve any issues regarding your bill or service, etc.
You and your nominee simply complete the Protected Service Agreement form enclosed in the Special Needs Welcome Pack and send it back to the address shown on the Registration Form.
Your nominee MUST be in full agreement and sign part B of the Registration Form. Your nominee will need to understand the arrangement and be aware that his/her details will be passed onto Virgin Media and that we may contact him/her regarding your account in the future. Also, whatever arrangements you make between yourself and your nominee are private and must be managed by you.
If at any time you wish to change your nominee or cancel the arrangement, please confirm the details in writing and send it back to the address shown on the Registration Form. Please ensure that you quote your password and account number and, if appropriate, give contact details of your new nominee.
If for some reason your nominee does not pay your bill on time, after a certain time period we will send you a reminder letter. If the bill remains unpaid after 30 days, under the Protected Service scheme we will contact your nominee by phone to understand the situation and make arrangements for payment.
In the event you are not in a position to pay your bill, you can agree a Payment Plan with our Customer Accounts team to clear any outstanding amounts. Please note that in these circumstances, we may downgrade your television service or terminate services altogether if necessary.
Enter your full name and address. Remember to include your postcode.
If you are an existing Virgin Media customer you will have an account number. You can find your customer account number on the front page of your bill. If you are not an existing Virgin Media customer, leave this section blank.
If so, please tick the box marked "Yes" and state your registration number
If you are registered as disabled, a short description of your disability is all that is required. If you are not registered as disabled, you will need to briefly explain what your additional requirements are. This will enable Virgin Media Customer Services to assess your level of eligibility for the Protected Service Arrangement.
When you sign this form you are declaring that you have read and understood the information provided about the Protected Service Arrangement. It also advises Virgin Media that you are nominating someone else to deal with your Virgin Media account.
This part of the form needs to be completed by the person whom you have agreed to be your nominee. This person needs to formally agree to be your nominee and Virgin Media requires his or her contact details, in case we need to get hold of him or her
Enter the full name and address of your nominee. Remember to include the postcode. We also need to have all the contact telephone numbers for your nominee.
Enter more numbers if required.
Firstly, your nominee needs to enter your name, as the person s/he is representing. Then your nominee needs to read the statement before signing. By signing this form, your nominee is declaring that s/he has read and understood the information provided about the Protected Service Arrangement. It also confirms to Virgin Media that s/he understands the implications of being a nominee and that s/he is agreeing to be the nominee.
If you require further assistance with completing this form, please contact a Virgin Media Customer Services Representative.
Thursday 8 Feb 2007
