Accessibility

Your account and billing

Need your bill in a different format? Tell us which format you'd prefer.

Your can ask for your bill in large print, Braille, or audio format. They're all available free of charge.

 

About your account

Online billing

Log in to your My Virgin Media account and you can access your bill whenever you like.

Large print bill

If you can't read small print very well, we can give you your bill in a large print format.

Braille Bill

If you are blind or partially sighted, you can get your bill each month in Braille.

Audio bill

We can send your bill each month on a CD containing audio and data tracks.

This disc plays in most standard CD and DVD players, including some games consoles. To make the CD easy to navigate, we've split the bill into tracks. These cover your bill summary, transactions and other information.

The disc also contains MP3 files of each of the audio CD tracks and a full text copy of the bill in rich text format, (RTF) for use with a screen reader or file viewer software. The data track also includes a full HTML menu so you can click onto individual MP3 files or the RTF file. If you play the CD on a Windows PC, it'll load automatically.

The CD comes with your printed bill and works with Windows, Mac and Linux machines.

Terms and conditions

We can also provide our contract Terms & Conditions in one of the accessible formats outlined above.

Do you find it hard to pay your bill each month? Do you worry your bill may go unpaid due to things beyond your control (like an unexpected hospital stay, for example)? Our Protected Service scheme gives you peace of mind.

The scheme lets you choose a friend or family member to manage your account. They can do things like pay your bill or ring us to sort out any issues.

Please note:

Your nominee has to agree to this, and will need to understand the arrangement. They will need to know that their details will be passed onto Virgin Media and that we may contact them about your account in the future.

What if I can't pay?

If for some reason your friend or family member does not pay your bill on time, we'll ask you to remind you.

If the bill isn't paid after 30 days, we'll contact them to make arrangements for payment.

If you can't pay your bill, you can agree a Payment Plan with our Customer Accounts team to clear any outstanding amounts. Please know that if this happens we may downgrade your services or turn them off.

 

Contact us

Broadband, TV and Phone Customers

Dial 150 from your Virgin Media home phone or mobile. It's free.

If you want to contact us using our Text Relay Service, call our Text Relay freephone number 18001 0800 052 2164

Or ring us from any other phone:

Dial 0345 454 1111*

Mobile customers

Dial 789 from your mobile. It's free.
Or ring us on 0345 6000 789** from any other phone.

Call from a textphone

Dial 18001 0800 052 2164*

Video Relay Service

Monday to Friday 9am until 8pm 

Saturday and Sunday 9am until 4pm

Contact us through a sign language interpreter

 

The legal stuff

For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

** Please note that standard charges apply. Please check with your network operator for rates.

 


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