I need help understanding my current Virgin Media bill

As a Virgin Media customer, you pay for your services in advance. For example, you pay in September for October’s services.

Sometimes you may notice that the monthly price for your services has changed. To understand why this may have happened, we’ve listed the reasons you may see a change below.
 

A promotional or special offer has ended?

When you join us, or when you agree to a new bundle, we may give you a promotional or special offer that reduces your monthly bundle price for a period of time.  We show this price reduction on your contract and on your monthly bills. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

Any promotional or special offers you receive will show under the ‘Promotional offers’ section of your bill, and will show the date your offer is due to end. If the discount is no longer showing there, this means the offer has come to an end.

If you’ve recently changed your services, you’ll notice that your next bill will include an adjustment, which is shown in the ‘Package changes’ section.
 

You’ve made a change to your services?

This is shown because we bill for your services in advance, so when a change is made we bill from the day the change took effect to the end of your advance billing period.
 

See the package change  explainer for more detail.

 

Closer look at my current bill detail…

Bill date

Upfront 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.  You can find our payment options here
 

Bill timeline

To help you understand how your charges are applied, we’ve included a timeline.  The pink bar shows you the period your last bill covered, the purple bar is the month in advance for the services you’re about to receive.  The blue and grey bars cover any additional costs due this month.

 

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 may be charged a late payment charge.  for more detail on our charges, please see 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.

Your package / bundle price

All services included in your Virgin Media bundle 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 extra’s cost.
 

Promotions & discounts

When you join us, we may give you a promotional discount or special offer that reduces your monthly bundle price for a period of time.

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 have 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

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 are commonly used for things like adjustments or bill corrections.
 

Billing & payment fees

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 will not be charged.

To help explain your standard charges, and how they appear on your bill, check out our helping hands video below:


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