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Payment issues on my Virgin Media or Virgin Mobile bill

Whether your problem is technical or financial, you can find help with paying your bills below.

 



How do I view my bill?

You can view your bills by logging in to your account:

You can also view all your Virgin Media and Virgin Mobile bills all in one place on the Virgin Media app.




Help with payments not showing

Find out what you can do if a payment you’ve made isn’t showing on your bill:

 

Made a payment you can't see on your account?

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.

 

Who do I contact if a payment is missing?

If your payment still isn’t showing after the usual processing time, then contact us and we’ll get it sorted.

 

What will I need to prove I've made a payment?

To help us search for your payment, you’ll need to provide us with a few details. You’ll need to send us the following, no matter method you used to pay:

  • Name
  • Address
  • Account number
  • Date of payment
  • Payment amount

You also need to send 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

  • A copy of the PayPoint receipt
     

Card

  • The first 6 and last 4 digits of your card number
  • The 6-character authorisation code you got when you made your payment
  • A bank statement showing the transaction
     

Cheque

  • Cheque number
  • Date it was cashed
  • Your Virgin Media account number
  • The sort code and bank account number you paid the cheque to 
  • A bank statement showing the transaction
     

Direct Debit

  • The core reference number
  • Service User number (SUN) (you can get this from your bank)
  • A bank statement showing the transaction

 



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 a missed Virgin Mobile payment

If your payment is late, you may no longer be able to make calls and send SMS, or use your data. However, you’ll still be able to receive calls and texts, and make calls to emergency services.

If we do need to restrict your services, we’ll try to contact you about the next steps. If we can’t get hold of you, and don’t receive a payment, we may need to disconnect your mobile services completely.

If we’re still unable to get payment from you after this, unfortunately your debt may be passed to a debt collection agency – but we’ll always let you know in writing before we do this.

If you’re a customer of both Virgin Media and O2 with Volt benefits and are having problems paying your O2 mobile bill, please head to Payment support on the O2 site or call 202 from your O2 phone or ring 02 payment line on 0800 902 0217* from a landline.  You can also pay your O2 bill using My O2.

*Call costs may vary



Help with reactivating my Virgin Media or Virgin Mobile 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.

Make a card payment now >
 



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.
 

Paying Virgin Media bills in instalment

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.

 

How to find my Virgin Media account balance after part payment

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


Made a payment but it hasn’t appeared on your bill?

Depending on the payment method you’ve used, it could take several days to show on your account. 

See How do I pay my Virgin Media and Virgin Mobile bill? for more information.

Explore our essential broadband packages
 



What should I do if I am on a Virgin Mobile Freestyle contract and I cannot pay for my handset finance?

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. 

Find out how we can support you with payment of your Freestyle credit agreement or request a payment holiday.

You can also discover more information on understanding your contract here.


Can I delay my Virgin Mobile payment?

If you’re struggling to pay your bill, don’t worry. We can support you and discuss other ways for you to pay.

Call us on 789 from your Virgin Mobile, 150 from a Virgin Media landline, or 0345 6000 789* from any other line and we’ll be happy to help. The earlier you get in touch with us, the sooner we can work together to sort things out.

If you can’t pay your bill and you haven’t got in touch, we’ll try to contact you by phone and post. Unfortunately, if we can’t get hold of you, we’ll need to suspend your service and you won’t be able to use our network until you pay the outstanding balance.

Call costs may vary.



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. 

If none of the above are working, call us on 150 from your Virgin Media Phone or Virgin mobile, 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.

Call costs may vary.



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 you’re a customer with both Virgin Media and O2 with 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’d like help keeping on top of your finances in general, there are not-for-profit organisations that can help you with free, confidential and independent financial advice:

Money Advice Service

For free, unbiased and easy-to-access money tools, information and advice visit moneyadviceservice.org.uk

Money Advice Scotland

If you live in Scotland, visit moneyadvicescotland.org.uk to find contact details for debt advice in your local area

Citizens Advice

For advice and information on debt and other topics, visit your local Citizens Advice (address in the phone book) or go to citizensadvice.org.uk

AdviceUK

Member centres offer debt advice including specialist advice for minority communities and people with disabilities – just visit adviceuk.org.uk

National Debtline

If you live in England, Wales or Scotland visit nationaldebtline.org for debt advice and information

StepChange Debt Charity

For debt advice throughout the UK visit stepchange.org.