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Payment issues on my Virgin Media bill
Whether your problem is technical or financial, you can find help with paying your bills below.
Manage your account via our app
You can manage your Virgin Media account from the palm of your hands. Simply download the My Virgin Media app.
In this article
- Help with payments not showing
- Help with a missed Virgin Media payment
- Help with reactivating my Virgin Media services
- I can't make a payment in full
- Experiencing faults and errors when making a payment
- Financial circumstances have changed
- Organisations that offer financial advice
- Household Bills Calculator
Help with payments not showing
Find out what you can do if a payment you’ve made isn’t showing on your bill:
If a payment isn’t showing, it might just be that it hasn’t cleared yet. Check out our help article about making a payment for more information about process times.
If your payment still isn’t showing after the usual processing time, then contact us and we’ll get it sorted.
To help us search for your payment, you’ll need to provide us with the following details:
Name
Address
Account number
Date of payment
Payment amount
You also need to provide a few extra details, depending on your payment type:
Bank transfer
A bank statement showing the transaction
The account number and sort code you sent payment to
Note: If the payment wasn’t made to a Virgin Media bank account, you’ll need to chat to your bank.
PayPoint
Help with a missed Virgin Media payment
If your payment is late, we may need to charge you a late payment fee of £7.50. You might also find your Virgin Media services restricted. This means your broadband speed may be slowed, or you might be restricted to the Freeview channels only. If you have our home phone service, you may only be able to receive calls (but you’ll still be able to make calls to the emergency services). If we do need to put in restrictions, we’ll try to contact you about what you need to pay to get your full service back. If we’re able to get hold of you, and receive no payment, we may have to disconnect your services completely. If you’re not making any regular payments to us, unfortunately we may place your debt with a debt collection agency – but we’ll always let you know in writing before we do this.
Help with reactivating my Virgin Media services
All you need to do is make a payment to clear the outstanding amount. When we receive your payment, we'll aim to restore your services within 3 hours. Remember, some payment methods can take longer than others. If you've used a credit or debit card, we should receive your payment pretty much immediately. However, bank transfers or cheques may take a few days to clear.
I can't make a payment in full
If you’re unable to make the payment in full, don’t worry. We have a few options that can make paying a little easier.
So long as you don't pay by Direct Debit, you’ll be able to pay your bill online using a credit or debit card. This way, you’ll be able to choose how much you pay, meaning you can break the bill into more manageable chunks.
Remember, you’ll need to pay the outstanding amount on or before the payment due date.
To find out how much is still owed after a part payment:
1.Register or sign in to My Virgin Media
2.Click on My Bills Here you’ll see your latest bill amount, and any payments you’ve made towards that bill since it was produced.
Alternatively, you can find out how much you owe by calling our dedicated automated payment service on 0800 064 3777
Experiencing faults and errors when making a payment
If you’re having trouble making payment from home, there might be issues with your broadband or phone services. First of all, check your service status online (or using the My Virgin Media app to see if there are any issues in your area. If your services are working fine and you’re still experiencing issues with your preferred method, try one of these alternatives.
Make a payment using our dedicated automated payment service on 0800 064 3777*
If none of the above are working, call us on 150 from your Virgin Media Phone, or 0345 454 1111* from any other phone. If you think you’ve used the incorrect bank account details when paying via bank transfer, you’ll need to get in touch with your bank directly.
Financial circumstances have changed
If your circumstances have changed, don’t worry – we’re here to support you. We have options to help, depending on what situation you’re in. They vary from giving a few extra days to pay your bill, to offering you a reduced service for up to six months so that you can stay with us while paying back what you owe in an affordable way. If your circumstances mean you can’t take any of our options, we might have to place our account with one of our trusted agencies. They’ll be able to accommodate you making payments over a longer time. Remember, we’re here to help make payments straightforward and support you with managing your account in difficult times. Contact us to discuss payment options.
How to pay O2 bill
If your household is with both Virgin Media and O2 and you have Volt benefits, you can pay your O2 bill online by visiting My O2 on the Help and Support page. It’s important to note that you will receive two separate bills. If you’re having trouble paying your O2 mobile bills, please get in contact with the O2 Payment Management Team on the Payment Support page. You can also call 202 from your O2 phone or ring 0800 902 0217 * from a landline. *Call costs may vary.
Organisations that offer financial advice
If you’re struggling to pay your bills, there are organisations and charities that offer free and independent advice. Here are some you can get in touch with if you need support:
Money Wellness: An organisation that helps improve your financial wellbeing, with free advice and support.
Citizens Advice: A charity available to help everyone who needs it, offering confidential advice online, over the phone, and in person, for free.
StepChange Debt Charity: A charity offering free debt advice, with expert advisors offering practical help and debt solutions.
If you are interested in understanding your finances better you can take the first step right now and try the StepChange online debt advice tool today – it only takes a minute.
You’ll be asked a few simple questions to help the team understand your needs, like whether you’re in full or part time employment, your location, housing situation, and the amount of money you owe.
Their service is free and completely confidential
You can complete the advice session at your own pace
You’ll get a personalised action plan and help to set up your solution
Whether you need debt advice, guidance on how to get your finances back on track, support with budgeting or even how to pay off debts more quickly, StepChange are there to help.
Household Bills Calculator
Many households are seeing increases across several areas of their monthly spending. To help customers prepare for these changes, we’re encouraging people to understand how rising costs could affect their finances.
We have partnered with Money Wellness to share their Household Bills Calculator which allows customers to quickly estimate what upcoming cost increases may mean for their household, helping them plan for the months ahead.
In just a few simple steps, users can enter their current household costs and postcode to receive a personalised forecast across key spending categories, including:
Energy
Water
Council tax
Broadband
Mobile phone
Food
TV licence
Car tax
The calculator is free to use and available on the Money Wellness website here: https://www.moneywellness.com/cost-of-living-calculator
The tool uses a postcode only to identify the relevant council and water region to provide more accurate estimates. This information is not stored, and no personal data is collected.
