Virgin Mobile billing FAQs

You can view bills, check your recent usage, and manage all your services such as roaming and call barring in Your Account.

Want to know more? Check out our short video guide to online billing on Virgin Mobile.

You can also keep on top of your Virgin Mobile bills using the My Virgin Media App. With our App, you can do the following:

• View your current and previous bill
  
• See how many minutes or texts you have left
  
• Buy a data Add-on
  
• And more…
  
  It’s free to download and easy to use. You don’t even need to log in each time – just tap and go!
  Download in the apple app store now
  Download in Google Play now

We normally produce your monthly bill on the same date every month, and we’ll let you know when it’s ready to view. That’s unless your bill date is the 31st (or in February, 28th - 29th), in which case we’ll create your bill on the last day of each month.

What if I change my billing date?

If you change your billing date, you’ll receive two bills in the month your date change kicks in - one bill on your old billing date and another one on your new billing date.

Don’t worry, you’ll only receive two bills in the month of your billing date change. After that, you’ll receive just one bill a month, like normal.

Your two bills will cover different periods:

• The final bill on your old billing date will charge you from the old billing date until the new billing date, which will be less than a full month.
  
• The bill on your new billing date will charge for a full month, as normal.
  
  You’ll then be billed for the full month on your new billing date each month.

You can view your older bills for up to 12 months using the View bills dropdown menu. Simply select the bill you want to see from the list and select View bill.

You can see how your bills are currently sent to you in the top-right of the My bill page (below your name and account number). You’ll also see the email address or mobile number your bill notification is sent to.

If you’d like to change how you receive your bill, or contact details, select Change now.

To get a copy of your VAT invoice, simply click VAT Invoice just below your Total Amount in the My bill section at the top of your online bill. Your VAT Invoice will open as a PDF, which you can save or print.

To select an older VAT invoice (from the past year), first select a bill using the View bills drop down, and then click VAT Invoice.

There are a few reasons why your bill may be higher than you expect:

• A promotion might have finished, like a discount on your plan. You can check what discounts you have on the Your Tariff tab.
  
  
• You might have ordered a new Pay As You Go phone or accessories, an unlock code or copy of your paper bill in the past month and paid for it using your bill. This will be shown on the Other Costs tab.
  
  
• You might have used your phone while you were outside of the EU. These charges will be shown in the Not in allowance section on the Extra Use tab.
  
  
• You might have gone over the inclusive minutes, texts or mobile web data included in your plan. Outside-of-allowance charges are explained in the Exceeded Allowance section on your Extra Use tab.
  
  
• You might have changed your plan partway through your billing period. If so, you might see an extra charge for part of the month, as well as your monthly charge for next month.
  
  
• You might have been charged for picture messages. Sometimes, mobile devices convert long text messages or messages with emojis into picture messages. To stop these charges, you can turn off picture messages in the settings on your mobile device.
  
  
• You might have set a spending cap, but the total is more than the cap. This is because the spending cap does not apply to your monthly plan cost, your paper bill charge or to any items that you opt-in to during the month such as data Add-ons, copy bills or buy out charges.
  
  You can keep track of what you’re spending in Your Account or using the My Virgin Media app on your mobile.

Your bill period may be less than a month if you've asked to change your bill or Direct Debit date, or if one of your numbers has been added to a group bill (which changes the bill date to align with the group). So in that case, there'll be one month in which we bill you on both the existing and the new bill dates. Your allowance periods will change at the same time so you'll also get a new set of allowances at each bill date. And you won't pay any extra for this because the first of these monthly charges (the one on your existing date) will be reduced to cover the shorter than normal allowance period. The second bill (on the new date) will show allowances covering a full month, with a full monthly charge.

If you've upgraded to a new plan during the month, your bill will show both your old and your new allowances.

This may happen if you’ve changed the date of your bill or Direct Debit. See the section above for more details (see in Why is the bill period less than a month? / Why do I have more than one bill this month?)

If you cancel your contract, we'll send you a final statement once all the charges have been paid to show you that your final bill is zero – or that you're in credit. This bill will not have a mobile number

If your Direct Debit has been cancelled or deactivated, we'll be unable to collect your bill balance. You'll need to get in touch to pay this and set up or reactivate your Direct Debit. If you do this as soon as you get your bill, we might be in time to collect your next Direct Debit. Otherwise we'll need to take your payment by card.

Call our collections team on 0800 952 2025 and make a payment. Their opening hours are Monday - Friday 8am - 8pm and Saturday 9am - 6pm.

If your total account balance is in credit or is zero then we won't need to take a Direct Debit payment this month. You can leave a credit balance on your Account and we'll use it to reduce your next bill or bills!

We charge £1.50 for each paper bill we send, but you can turn this off and choose to just receive an eBill each month for free. You can find everything you usually get on your paper bill on an eBill, plus so much more.

You’ll still be able to download a digital version of paper bill if you like – simply click on Download bill (pdf).

We charge £1.50 for each paper bill we send, but you can turn this off if you like. Find out how to switch to eBilling.

To change your email address for eBilling, do the following:

1. Log in to Your Account
2. Go to the Billing page
3. Click on Change now
4. On the How you get your bill page, click Want to change your settings
5. Select Email
6. Enter in the email address you’d like your bills sent to
7. Hit Update

Yes, to download a copy of your online bill, which you can then print:

1. Log in to Your Account
2. Select Billing
3. Click on Download Bill (pdf)
   
   Up to 12 previous bills are available for download. Select the one you want to see by clicking Select month in the View bills box.

You can see your latest balance and all your most recent calls and payments online in Your Account or using the My Virgin Media account app.

Can I change my Direct Debit details? You can change your bank details at any time by logging in to Your Account. Just go to Payments > Direct Debit > Change my Direct Debit.

If you’re an Oomph customer (that’s if you chose the Oomph upgrade when selecting your package – check your package details in My Virgin Media or on your bill if you’re unsure), you need to call us if you want to change your Direct Debit details.

If you would like to change the date your Direct Debit leaves your account, please get in touch by heading to our Contact us page and scroll down to our Message us section to send us a message. If you've got a Direct Debit payment pending, the changes you make will apply to the next payment instead.

Why do I have more than one Direct Debit payment? If you're on one of our Freestyle contracts, you pay for your phone and your monthly tariff separately. So, because your phone is on a separate payment to your minutes, texts and data you'll have two Direct Debit payments each month.

You may even have up to four Direct Debits if you’re also an O2 customer or you have Virgin Fibre for your Oomph package.

For more information on our Freestyle contracts, see Virgin Mobile Freestyle Contracts explained.

Your Direct Debit payment will be collected from your bank account around 15 days after the bill date. Every month you'll find the exact date of the Direct Debit at the top of your bill, in the grey box just below your balance. We'll always take the payment on or immediately after the date shown on your bill.

Need some help understanding your bill? Have a peep at our Bill Explainer online. It’ll take you through each section, explain our charges, help you understand your bill dates and much more!