Virgin Media Spending Caps Policy

Last updated __ September 2018

This policy outlines how our Spending Caps plan works. Please read it carefully. 

When we say “us”, “we” or “our”, we mean the Virgin company with whom you have an agreement for mobile services; if you are a consumer that will be Virgin Mobile Telecoms Limited (trading as Virgin Mobile) or if you are a business that will be Virgin Media Business Limited. When we talk about “you” or “your” we mean our customer, the person who is the account holder. 

This policy may change from time to time, so it's a good idea to come back and read through it every now and then. If there’s a significant change to the policy, we’ll let you know straight away. 

Who can set Spending Caps?

Spending Caps can be used by pay monthly customers joining us or upgrading their services on or after the 24 September 2018.

If you have a business account with more than one subscription, the authorised account holder may request a Spending Cap is applied, removed or amended, but we are unable to act on requests made by users of a subscription.

How do spending caps work?

You can choose to set a limit on the charges you may receive outside of your monthly allowance of call, minutes, texts, MMS and data. We have a number of caps available that you can choose from, ranging from £0, so you can only use your monthly allowances, up to £100. This means that you have the peace of mind knowing you won’t accidentally incur more charges than you want to.  If you’re comfortable not having a cap, then that’s fine too!

When you reach your spending cap, you won’t be able do anything that could result in an out-of-allowance usage charge on your bill. This could include calling or texting a premium or international numbers and roaming outside of the EU. You will still be able to use your in-allowance services, use free services, call emergency numbers and buy bolt-ons.

That is why we suggest you set a cap which allows some out-of-allowance usage.

One-time charges (including but not limited to paper bill charges or add-on purchases like data allowances) do not count towards the cap 

The spending caps plan does not limit our ability to make changes to your monthly airtime payment, including price rises (whether the annual July increase in accordance with the Retail Price Index, or any other price increases, both of which are set out in detail in your terms and conditions). 

How do I add, change or remove my cap?

You can add a spending cap (of up to £100) when you take out a new contract or re-contract with us and it will take effect immediately. If you implement a spending cap at a later stage, it will take effect from your next bill cycle. 

Note that if you are removing or increasing your spending cap this will take effect immediately. If you decrease it, or add a brand new cap, the change will take effect from your next bill.

If you are a Virgin Mobile customer, you can change or add a spending cap at any time via Your Account online or using the Virgin Mobile app. If you only wish to use your monthly allowances, and be prevented from using any out of allowances services, just dial 789 from your Virgin Mobile to speak to an advisor. Any changes will be confirmed via text. 

If you are a Virgin Mobile Business customer, you can change or add a spending cap by calling our Customer Care team on 0800 052 0800 option 4, during business hours (Monday to Friday, 8am to 6pm).

You can change or add a spending cap at any time via Your Account online or using the Virgin Mobile app. If you only wish to use your monthly allowances, and be prevented from using any out of allowances services, just dial 789 from your Virgin Mobile to speak to an advisor. Any changes will be confirmed via text. 

Please remember that if you are purchasing a Virgin Mobile Pay Monthly contract for someone else using your own account, they will be able to change any cap set on purchase using the Virgin Mobile app. Remember that you can see all of your Pay Monthly devices and SIMs, including the caps set for each online, by visiting Virgin Mobile My Account.

What happens when I reach my cap?

We will send you a text letting you know when you have reached 80% of your spending cap, and another upon reaching 100%. If these two things happen at the same time, or in quick succession, for example if you have set a low cap and you are calling a premium number, you may only get one notification. If you have set your cap at £0, you will only receive the 100% text, “You have hit your spending cap…”.

When you reach your spending cap, you won’t be able do anything that could result in an out-of-allowance usage charge on your bill. This could include calling or texting a premium or international numbers and roaming outside of the EU. You will still be able to use your in-allowance services, use free services, call emergency numbers and buy bolt-ons. 

This limit will last until either you increase your spending cap, or until your allowances refresh the next month. 

If we accidentally let you use more than your cap, we will not charge you for usage that exceeds the cap.