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I need help understanding my Package change bill

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As a Virgin Media customer, you pay for your services in advance. For example, you pay in September for October’s services. If you make a change to your package mid-month we need to adjust the services you’ve already paid for.

Why does my bill include a ‘Package change’?

If your services have changed in the last month, we will need to adjust your bill to reflect this.

Credits - If you remove a service, we need to adjust your bill and credit you for any advance period you may have already paid for and not used.  Going forward these won’t appear.

Charges - If you’ve added a service, we will need to adjust your bill and charge you from the date it was activated up until the end of your previous charge period.  These items will also appear in the ‘Your package’ section of this bill, which covers your month in advance.  If you remove a bundle that includes a discount, we’ll need to reverse the discount for the same period.  In this scenario you will see a discount charge (credit reversal).

I didn’t request a change?

If you haven’t requested a change, have your services been restricted in the last month?  If they have, we would adjust the period your services were restricted.  If neither scenario applies to you and it doesn’t look right, please get in touch so we can check it out.

If you’d like help with any other types of bills you can get more information around understanding our monthly bills or what you can expect from your first bill.

 

Closer look at my package change bill detail…

Bill date
Upfront at the top and centre is your bill date. This is the date your bill was finalised, and the day we’ll bill you each month going forward.

Amount due
The amount at the top of your bill is the total amount due this month. It includes all advance charges for the next period, plus any chargeable usage since your last bill.

Payment date
If you’ve chosen to pay by Direct Debit, this is the date we’ll request payment from your bank or building society. If you’ve not opted to pay by Direct Debit, this is the date that your payment must reach us.

More info on ways to make a payment

Package change timeline
To help you understand how your package changes have affected your bill, we’ve included a timeline.

The pink bar shows the advance period from your last bill that hasn’t been affected by your change.

The red bar starts on the day your package change happened, and covers the period that we need to adjust your bill. Your change detail is broken down in the ‘Package change’ section, and details what you’ve added or removed.          

Didn’t request a change?
If you haven’t requested a change, then perhaps your services have been restricted in the last month. If they have, we would adjust the period your services were restricted. If neither scenario applies to you, please get in touch so we can check it out.

 

Here's where you'll find details of last month's bill and any payments made against it.

If an amount is still outstanding when we finalised this bill, you could be charged a late payment fee. For more details on our charges, just head to our price guide.

View our price guide

 

Payment not showing? 
Sometimes a payment doesn't reach us in time to show up on your current bill.  Check the date your bill was generated, if you paid on or just before this date, the payment won't have been recorded in time.  If you paid at the bank or via cheque, it can take up to 14 days to clear and show on your account.

Don't worry, any payment made will show up on next month bill.

We know that changing your package can be confusing at times, so we’ll group everything you’ve added or removed together.

If your services have changed in the last month, we will need to adjust your bill to reflect this.
 

Credits (for services removed)

If you remove a service, we need to adjust your bill and credit you for any services you may have already paid for and not used.  Going forward these won’t appear.
 

Charges (for services added)

If you’ve added a service, we will need to adjust your bill and charge you from the date it was activated up until the end of your previous charge period.  These items will also appear in the ‘Your package’ section of this bill, which covers your month in advance.

If you remove a bundle that includes a discount, we’ll need to reverse the discount for the unused period.  In this scenario you will see the discount as a charge (credit reversal).

Package price
If you’ve added, removed or changed a service in the last month, this section will only include your new service line up and monthly price.

All services included in your Virgin Media bundle and any extra Personal Picks will be grouped by product type and listed here.  The price displayed is the full package price without any discounts or offers.

If you’ve added some personal picks to your bundle, we’ll show you how much those extras cost.
 

Promotions & discounts
When you join us, we may give you a promotional discount or special offer which is applied to your whole bundle and will reduce your monthly price for a set period of time. This is why you won’t see your monthly price broken down for each service.

Please take note of any expiry dates. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

If you’ve purchased any movies or played any interactive games in the last month, you’ll see those charges in this section.  You’ll also see any call charges that are outside of your Talk plan.

 

On demand charges
On demand charges include any movies, music or pay-per-view viewings. We’ll show you a brief description of the item, the day ordered and the cost you would have been asked to confirm at the time of purchase.

Interactive games
Interactive games will have been played through the set top box, red button orders or TV voting.

Interactive game credits
if you've been playing interactive games and won, congratulations!  If you win under £10, we’ll credit your winnings to your bill.  Anything greater will be sent to you directly via cheque.

Call usage charges
Chargeable calls made outside of your phone package will be detailed.  When your account was created you would have selected an itemisation level, the default is 50p.  We will display the calls above and below that threshold in the itemised call breakdown section.

Also, as your calls are displayed exclusive of VAT, we’ll list that charge separately.

One-off charges & credits
If we need to apply any charges or credits that are not directly linked to one of your service charges, we’ll apply them here so you can see them all together in one place.  If you receive a charge it would commonly relate to things such as activation or setup.  Credits would be things like adjustments or bill corrections.

 

Billing & payment fees

Payment handling
Payment Handling - Unless you pay by Direct Debit you may be charged a payment handling fee.  Payment can also be made by cash, cheque, credit and debit card, but may be subject to this fee.

 

Paper bills 
Most of our customers receive their bills via eBilling.  If you choose to receive a paper version of your bill, you will normally be charged a paper bill fee.  To be able to receive an eBill, you need to provide us with a valid e-mail address.

If you require an alternative format bill, such as braille or audio, you won't be charged.

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