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Why is my bill more than I expected?

The price and charges that appear on your bill can change for a number of reasons. We know it’s really important you understand why this might have happened so we’ve outlined a few of the most common reasons below.

 

If you’ve just joined Virgin Media, the first bill you receive from us may be higher than you might have expected.

  • Like other providers, we charge for our services in advance. Therefore, your first bill will include charges from your installation date for one calendar month, plus your month in advance.
  • Activation and installation fees: you will have been advised on these set up costs when you chose your services, and these one-off charges will have been added to your first bill.
  • Look out for usage costs if you’ve made calls outside your Talk plan, bought additional bits and bobs such as movies on demand or interactive games.

The good news is your bill next month will only be for your standard monthly amount in advance. Plus any chargeable usage. 

Whether it’s removing a service or upgrading your package, we’ll always make sure you are only charged for what you’ve received.

If you’ve added or upgraded a service we will adjust your bill and charge you from the date it was activated up until the end of your previous bill period. The changes to your services will be shown in the Package changes section of your bill and your month in advance is shown in the Your package section.

If you remove a service we will adjust your bill and credit your account for any service you have paid for but will not use. You’ll see this credit appear on your next bill in the Package changes section.

If you’ve not made a change to your package in the last month, you may see a change due to something we’ve applied to your account. For example, your services may have been restricted or suspended during the previous month, so we would adjust your bill and credit you for the period that you didn’t receive service from us.

We always balance keeping our prices competitive with the need to continue investing in more of what our customers love. Changing prices is never an easy decision but we work tirelessly to keep giving our customers greater value while investing in our network to match the ever increasing data usage as our customers do more with their connectivity.

Before we increase prices, we will write to you no less than 30 days prior to the date the price rise will take effect. We will inform you which services are due to increase, by how much and how the increase will affect your monthly bill.

You can find out more about price changes here.

When you join, or when you change your package with us, you may have chosen a package with a promotional price or special offer which reduces your monthly payment for a period of time. We show this price reduction and when it will end on your contract and on your monthly bills, under Promotional offers.

To see whether your discount has ended, go to My Virgin Media to view your current and previous bills if you’ve signed up to eBilling. Not signed up to receiving your bill online? Find out more about eBilling here.

Here are some of the more common usage charges and how they’d apply:

 

On demand charges

These include things like any films, pay-per-view events or music that you’ve purchased on your TV box. If you’ve added a Netflix subscription to your account, we’ll also show your monthly subscription charges here too.

Interactive games

Interactive games, red button orders or TV voting can be accessed through your TV box, and will be applied to your bill if they are chargeable.

If you’ve played an interactive game and won (congratulations!), any wins under £10 will be credited to your bill. Anything larger will be sent to you directly as a cheque.

Call usage charges

If you have a talk plan with us, you’ll be able to make free calls to certain numbers and you will incur charges for calls made outside of your chosen talk plan.

Calls made outside of your talk plan that exceed your set itemisation threshold (the default is 50p) will be detailed. Anything else will be summed up as one line item.

Calls are displayed without VAT, we’ll list the VAT charges separately too.

Sometimes when a change or an update has happened to your package we need to apply additional charges to your bill. Some of these common charges include:

One-off charges and credits

If we need to apply charges or credits that are not directly linked to one of your services, we’ll add it to the One-off charges and credits section of your bill. These charges usually relate to things like getting a new V6 TV box, broadband set up fees or contract termination fees. We will talk through any charges that apply when you join, upgrade or leave.

Credits are usually things like adjustments, bill corrections or when we need to compensate you for service issues.

Billing and payment fees

Payment handlingPayment can be made by cash, cheque, Credit or Debit card. If you choose to pay your bill by any means other than Direct Debit, we may charge you a payment handling fee.

Paper bills - Customers receive their bills in My Virgin Media if they’ve signed up for eBilling. If you choose to receive a paper bill in the post you’ll be charged £1.75 a month as a fee. Not signed up to receiving your bill online and fancy saving £21 per year? Find out more about eBilling here.

If you require your bill in an alternative format, such as braille, large print or audio, you can find out more here.

When you move, we’ll disconnect your services at your old address and transfer them to your new one. Your account number is linked to your property, so you’ll get a new one when you move.

In most cases, we’ll disconnect your old account and move any outstanding charges or credits over to your new account. Sometimes, that’s not possible so when we disconnect your old account we’ll send you a final bill, and then begin a new account without any charges or credits being carried over.

When you move, you won’t begin a new minimum term contract. If you alter your services during your move, you may need to sign up for a new contract, but we’ll let you know at the time.

You can check out our Moving Home FAQs for further information.


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