Payment issues on my Virgin Media or Virgin Mobile bill

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

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.

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 your household is with both Virgin Media and O2 and you 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 O2 payment line on 0800 902 0217 * from a landline. You can also pay your O2 bill using My O2.

*Call costs may vary.

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.

If you’ve missed a payment, gone over your account credit limit, or we’ve been unable to take a payment in any way, we may restrict your services until you've paid your bill.

All you need to do is make a payment to clear the outstanding amount. Once we've received your payment, we'll aim to restore your services within 3 hours.

You can check your account online to see whether you need to make a payment. Just register or sign in to Your Account and head to My Bills. Once you’re in, if your account has been restricted, you'll see a message at the top of the page to let you know why. For more help, check out how to understand my current bill.

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.

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 payment holidays and understanding your contract.

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 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.

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.

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
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.