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.

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.


  • A copy of the PayPoint receipt


  • 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 number

  • Date it was cashed

  • Your Virgin Media account number

  • The sort code and bank account number you paid the cheque to br>

  • 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 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.

Make a card payment

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

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 bill? for more information.

Explore our essential broadband packages

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 one off payment

  • Make a payment in My Virgin Media

  • 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’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

Money Advice Scotland: If you live in Scotland, visit 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

AdviceUK: Member centres offer debt advice including specialist advice for minority communities and people with disabilities – just visit

National Debtline: If you live in England, Wales or Scotland visit for debt advice and information

StepChange Debt Charity: StepChange help hundreds of thousands of people every year to take back control of their finances. The charity has nearly 30 years’ worth of experience providing 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 their 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.

Remember: 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.

*Call costs may vary.