Find out all you need to know about your Virgin Media monthly bill.
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As a Virgin Media customer, you pay for your services a month in advance. For example, you’ll pay for October’s services in September.
It can be a little difficult to understand what everything on your bill means. Here’s a run down of the different monthly charges you’ll see on your bill:
Your bill summary may look a little different, depending on whether it’s your first bill, your regular monthly bill, or if you’ve just changed your package. Let’s have a look at your bill summary in a little more detail:
At the top you can find your Bill date. This is the date your bill was finalized, and the day we’ll bill you each month going forward.
If this is your first bill: you’ll find the issue date will be different to your installation date. That’s because it can take a few days to finalize your first bill.
Your first month’s package covers you from your installation date up until the bill date. Your first bill will also include a charge for the following month in advance, as explained earlier.
The amount at the top of your bill is the total amount due for the month. It includes all advance charges for the next period, plus any chargeable usage since your last bill.
If you’ve chosen to pay by Direct Debit, this is the date we’ll request payment from your bank or building society. If you haven’t set up Direct Debit, this is the date that your payment must reach us.
To help you understand your charges a little better, we’ve included a timeline on your bill. The timeline will be a little different depending on whether this is your first bill, your regular monthly bill or you’ve changed your package recently.
Let’s take a look at the timeline in a little more detail:
If this is your first bill:
If this is a regular monthly bill:
If you have changed your package since your last bill:
The Bill breakdown is where you'll find details of last month's bill and any payments made against it.
If an amount was still outstanding when we finalized this bill, you might be charged a late payment fee. For more details on our charges, just head to the Virgin Media price guide.
If this is your first bill: it’s unlikely that you’ll see anything carried from a previous bill. However, if you’ve made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here. Your next bill will list any payments you make against this bill.
Sometimes a payment might not reach us in time to show up on your current bill. Check what date your bill was generated – if you paid on or just before this date, the payment won't have been recorded in time.
Remember, if you paid at the bank or via cheque, it can take up to 14 days for payment to clear and show on your account.
Don't worry, any payment made will show up on next month’s bill.
Your package breakdown will look slightly different, depending on whether this is your first bill, your regular monthly bill, or if you’ve made changes to your package.
If this is your first bill, you’ll find a First month’s package section. This covers your first month, running from your installation date up until the end of the calendar month. In this section, you’ll see the following:
Because we bill for services in a month in advance, your first bill will most likely also include Next month’s package as well. This will be the payment in advance to cover the following month. You’ll then be billed one month in advance, every month, going forward.
In each of your regular monthly bills, you’ll find a Your Package section, which outlines your charges for the next month (remember, Virgin Media customers pay for services in advance). In this section, you’ll find the following:
Discounts When you join us, we may give you a promotional discount or special offer. This is usually applied to your whole bundle and will reduce your monthly price for a set period of time. Please take note of any expiry dates. When your offer ends, your bundle price will increase automatically to the normal monthly price for your package.
If your services have changed in the last month, we’ll adjust your bill to show this in the Package changes section. We’ll group everything you’ve added or removed together in the following way: Credits (for services removed) If you removed a service, we’ll need to credit you for any services you may have already paid for and not used. Charges (for services added) If you’ve added a service, we’ll need charge you from the date it was activated up until the end of your previous charge period. These items will also appear in the Your package section of this bill, which covers your payment for next month. If you remove a bundle that includes a discount, we’ll need to reverse the discount for the unused period. You’ll see the removed discount as a charge on your bill, or a credit reversal. Your Package As well as your Package Changes, you’ll also receive the usual Your Package breakdown too – like you do with all your monthly bills. For more information, see If this is your regular monthly bill above.
If you've purchased any movies or played any interactive games in the last month, you’ll see those charges in this section. You’ll also see any call charges that are outside of your Talk plan.
On demand charges include any movies, music or pay-per-view viewings. We’ll show you a brief description of the item, the day ordered and the cost.
Any interactive games you see on your bill will have been played through the set top box, red button orders or TV voting.
If you win under £10 while playing interactive games, we’ll credit your winnings to your bill. Anything over £10 we’ll sent to you directly by cheque.
You’ll be able to find any chargeable calls made that fall outside of your phone package listed here. We’ll list the VAT charge separately.
If we need to charge you for things like installation or activation, we’ll list them here. Likewise, if we need to credit you for items not directly linked to your service charges, we’ll pop them here too.
If we need to apply any charges or credits that are not directly linked to one of your services, we’ll list them here so you can see them all together in one place. If you receive a charge, it’ll usually be for activation or setup. If you are credited, it’ll likely be for adjustments or bill corrections.
We bill you a month in advance for your monthly service or package charges and this continues right up to your date of disconnection. Because of this, you may receive a bill showing charges after your disconnection date. Don’t worry; once your services are fully disconnected, we’ll refund any of these advance charges on your final bill.
If your final bill is in credit due to charges you’ve previously paid in advance beyond your disconnection date, we’ll automatically send you a cheque for the full amount.
If you’d like to disconnect your services, you’ll need to give us 30 days’ notice. If you’re still within your minimum contract period at the time of disconnection, you may be required to pay an early disconnection fee for the remainder of your contract. This will show on the Other fees, charges & credits section of your final bill.
When we disconnect your services, we’ll automatically send you a postal returns kit so you can return any equipment we need back from you. Find out more about returning your kit.
Get help with leaving Virgin Media.
When you join Virgin Media, we may apply a credit limit to your account. This is based on the results of your credit check, and the services you have with us. Having a credit limit means it’s easier to stay in control of what you’re spending. We’ll always do our best to let you know when you’re near your credit limit and if you exceed it.
If you do exceed your credit limit, you’ll need to pay off enough of the balance to bring you below your limit. If you don’t, we may need to restrict your services.
If you need to make a payment, you can sign in to your My Virgin Media account and pay online.
Learn about the different ways you can make a payment.
If there’s an amount outstanding from your previous bill, we might need to place a temporary spend limit of £30 on your account. We’ll keep this spend limit in place until you’re able to pay your outstanding balance in full.
A spend limit applies to costs that are outside of your standard monthly package, such as calls, pay-per-view and interactive services. If you go over this spend limit, your services may be restricted.
If you’ve recently upgraded you package or added some extras, this will increase your monthly bill. It’s also worth double checking to make sure you didn’t purchase any pay-per-view events or in-box games.
If you didn’t and you’re still unsure why your bill is more this month, get in touch.
Find out how to contact us.
If this is your first bill, you’ll have receive two charges: one covering the date of installation up until the end of the calendar month, and one for the following month. This is because Virgin Media customers pay for their services in advance. From the next month, you’ll only be billed for a standard month in advance.
When you first join us, we sometimes need to charge you for things like installation or activation. We’ll let you know about any setup costs when you sign up. You’ll only need to pay One-off charges & credits once, so you won’t see these on your next bill.
We may have given you a promotional or special offer when you joined or when you upgraded your package. This will reduce your monthly bundle price, but only for a period of time.
You’ll be able to see this price reduction on your contract and on your monthly bills. When your offer ends, you’ll need to pay full price for your bundle.
If you think you’ve been charged twice, get in touch and we’ll get it sorted.
Find out how to contact us.
If you haven’t requested a change, then perhaps your services have been restricted in the last month. We may restrict services if you miss payment or go over your credit limit.
If you haven’t changed your package or missed a payment, please get in touch so we can check it out.
Find out how to contact us.
Sometimes, you may receive the charge for the last month of a service after cancelling. This can happen if you signed up for a service midway through your bill cycle.
Don’t worry, you won’t pay more for a service than you’re supposed to. However, if you do think there has been a mistake, get in touch.
Find out how to contact us.