Virgin Media billing accessibility

Last updated: August 7, 2018

At Virgin Media we support all our customers, including those with accessibility needs who may require their bill in alternate formats or additional help and support with their bill.

Additional Accessibilty questions? Visit virginmedia.com/accessibility

 

If you’re having difficulty reading your bill, we can arrange to send it in one of the following formats:

Large print bill

If you have difficulty reading small print, we can send your monthly bill in a large print format in addition to the standard format.

Braille bill

If you’re partially sighted or blind we can arrange to send your monthly bill in a Braille format, absolutely free.

Audio bill

If you have difficulty reading your bill we can also provide it each month in an audio format on CD.

To get your bills sent in one of the above formats, call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 1.

For customers with any form of sight disability, we can also provide our contract Terms & Conditions in the alternative formats outlined above. This service is free of charge.

If it is physically difficult for you to pay your bill each month, or you worry that your bill may go unpaid due to circumstances beyond your control, for example an unexpected hospital stay, then the Protected Service scheme will give you peace of mind. The scheme lets you nominate a friend or family member to deal with all enquiries regarding your account, e.g. to pay your bill for you each month, to resolve any issues regarding your bill or service, etc.

If you want us to arrange Protected Bill Services for you, call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 1.

NOTE: Your nominee MUST be in full agreement to this, and will need to understand the arrangement. In particular they will need to be aware that their details will be passed onto Virgin Media and that we may contact them regarding your account in the future. Also, whatever arrangements you make between yourself and your nominee are private and must be managed by you.

What if I can't pay?

If for some reason your nominee doesn’t pay your bill on time, after a certain time period we will send you a reminder letter.

If the bill remains unpaid after 30 days, under the Protected Services scheme we will contact your nominee by phone to understand the situation and make arrangements for payment.

In the event you are not in a position to pay your bill, you can agree a Payment Plan with our Customer Accounts team to clear any outstanding amounts. For further help see Help with paying my Broadband, TV and Phone bill.

NOTE: In these circumstances, we may downgrade your television service or terminate services altogether if deemed necessary.

How to change or cancel Protected Services

If at any time you wish to change your nominee or cancel the arrangement, call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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