Difficulty paying my bills
We want to help
To see your bill summary, sign in to your account.
What happens if I miss a payment?
We always ask that you pay your bill before the payment due date or on the payment due date by Direct Debit.
You can view your bill due date on your mobile bill summary. It shows both your bill date and the date we'll collect your payment on. If your Direct Debit has been cancelled or deactivated, we won’t be able to collect your bill balance. You'll need to contact us to pay and set up or reactivate your Direct Debit. If you do this as soon as you get your bill, we might be in time to collect your next Direct Debit. If not, we'll need to take your payment by card.
If you don’t pay your bill by the payment due date, you could find your mobile services restricted to incoming calls and SMS, but you won’t be able to use your data. You can still make calls to emergency services during this time. We’ll continue to try to contact you to talk about next steps.
If we can’t contact you about your debt and don’t receive a payment from you, we might have to disconnect your mobile services. If you’re not making any regular payments to us, we may place your debt with a debt collection agency, but we’ll always let you know in writing before we do this.
My financial circumstances have changed – how can Virgin Mobile help?
If your circumstances have changed, we’re here to support you and we can talk you through payment options that may help you keep your mobile service.
Depending on the situation you’re in, if your circumstances mean you can’t take any of our options, then we might have to place your account with one of our trusted agencies who’ll be able to accommodate you making payments over a longer period of time.
Remember that we’re here to help make payments straightforward for you and support you with managing your account in difficult times. If you need to talk to us about debt, please get in touch by calling us using the contact details at the bottom of this page.
How do I remove the restriction on my mobile airtime allowance after a late payment?
If you’ve missed a payment, gone over your account credit limit, or we’ve been unable to take a payment in any way, we may restrict your services until you've paid your bill.
All you need to do is make a payment to clear the outstanding amount. Once we've received your payment, we'll aim to restore your services within 3 hours.
You can check your account online to see whether you need to make a payment. Just register or sign in to your account and go to My Bills. Once you’re in, if your account has been restricted, you'll see a message at the top of the page telling you why. For more help, go to our how to understand my current bill page.
Can I prevent additional spending on my account?
To help you keep an eye on your spending, you’ve got the option of setting a spending cap on your monthly bill – this can be between £0 and £100 per month. For more, go to our how do I add a spending cap to my Virgin Mobile account? Page.
You can change your spending cap at any time by using the Virgin Mobile app on your mobile or by signing in to your account.
Remember: your bill will be higher than your spending cap. This is because the spending cap doesn’t apply to your monthly plan cost, your paper bill charge, or to anything you opt in to during the month (like data add-ons, copy bills or buy-out charges).
How do I get help understanding my bill?
To find out more go to our understand your mobile bill page, or our keeping track of your spending and advice on how to monitor your remaining allowance page.
Organisations that offer financial advice
For financial advice, see our list of not-for-profit organisations that can help you with free, confidential and independent financial advice.
For free, unbiased and easy-to-access money tools, information and advice.
If you live in Scotland, go to Money Advice Scotland to find contact details for debt advice in your local area.
For advice and information on debt and other topics, their address is in the phone book.
Member centres offer debt advice including specialist advice for minority communities and people with disabilities.
If you live in England, Wales or Scotland go to National Debtline for debt advice and information.
For debt advice throughout the UK.
What do I do if I’m on Freestyle Contract and I can’t pay for my handset?
Our Freestyle Contracts are split into two parts. The first contract of 24, 36 or 48 months covers the loan for your device with Virgin Media Mobile Finance. The second 30-day rolling contract covers your airtime plan (monthly minutes, texts and data) with Virgin Mobile. If you’re worried about the monthly repayments on your Freestyle device credit agreement, the team at Virgin Media Mobile Finance is here to help. Please go to our understanding my Virgin Mobile contract page for more information about how we can support you with payment of your Freestyle credit agreement.
Need more help?
Contact us
Unfortunately, virus quarantine measures have closed some of our call centres. Please only call if you need to so customers with urgent needs can get through.
You can call our dedicated Collections team on 0800 052 2136 and make a payment. Their opening hours are Monday – Friday 8am – 8pm and Saturday 9am – 6pm. We’re closed on Sundays. For more, go to our Information on our response to Coronavirus (Covid-19) page.
More ways to get help
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