billing-faqs customers billing Virgin Media
As a Virgin Media customer, you pay for your services a month in advance – for example, you pay in April for May’s services. There are only 2 bits of your bill which work differently:
To keep things easy, all service charges are listed separately on your bill – except premium TV channels and Virgin Phone call features, which are shown as a combined amount.
All service charges on your bill include VAT, except phone call charges, which are shown as a total amount excluding VAT.
If you pay by Direct Debit, you don’t pay our payment handling fee. But if you pay in any other way, Virgin Media Payments Ltd will charge you a separate payment handling fee of £5 per month for processing your payment. This is a separate service provided to you by Virgin Media Payments Ltd. There’s more about this in our terms and conditions.
Don’t worry – you haven’t been charged. Although you’ll see the normal charge on your bill, you’ll also notice a credit for exactly the same amount next to it. In other words, the charge has been refunded.
Of course! Just get in touch with our team and we’ll pop one in the post.
Well, there are two choices:
It’s simple – just register for e-billing on our website. We’ll start sending you paperless bills –and what’s more, you’ll be able to check your account online, any time, anywhere!
We’ve all done it – opened a bill and thought, “I didn’t call that number!”
In many cases, there’s a simple answer – it may just be a one-off call to a person or company you rang on one occasion. For example:
If not, the other possibility is that someone else in your home made the call – so it’s worth checking with everyone to make sure.
It depends how you pay. For example, paying by Direct Debit means your payment shows on your account instantly. But paying by credit or debit card takes 2 working days.
We do not recommend that you pay at the post office, by standing order or secure homes, because payments made by this method can take up to 14 days to reach your Virgin Media account, which will result in a delay in your payment being processed by Virgin Media Payments Ltd.
Please note that if you make a payment on a bank holiday it will not be processed until the following working day.
Sometimes payments you make might not reach us in time to show up on your bill. Here’s why…
If you take a look at your bill, you’ll notice the date at the top – this is the date we produce your bill. If you paid your bill just before or after that date, it’s possible we received your payment after the bill was produced. For example, if you pay by debit or credit card it takes 2 working days for your payment to reach us.
Don’t worry – although it doesn’t appear on that month’s bill, it will show on next month’s bill.
Yes – that’s no problem.
If you have difficulty reading small print, just let us know you’d like your bill in large print format. Or for blind or partially-sighted customers, we’ll be happy to send bills in Braille or audio format. Either way, there’s no extra charge. Just contact our team to let us know you’d like them.
Don’t forget – if you’re having difficulty reading your bill, our Customer Care team are on hand to talk it through with you over the phone. Just give them a call for free on 150 from your Virgin Media phone.
If you’re having problems paying your bills, we’ll do all we can to help. Remember, the earlier you get in touch with us, the sooner we can work together to sort things out.
You can call us on 0845 454 1111.
