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I need help understanding my first Virgin Media bill

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My first bill is higher than I was expecting?

When your services are installed / activated you’re assigned a billing cycle in our system.  On average it can take 16 days to create your first bill, in which time you’ll have been receiving services from us.

Your first month of service will start on your day of installation, and will cover 1 calendar month. This bill will cover your 1st calendar month (from your installation date), plus your month in advance.

From next month you’ll only be billed for a standard month in advance.

Why do I have other charges?

When you first join us, we sometimes need to charge you for things like installation or activation.  You will have been advised of any setup costs when you signed up, and those costs have been added to your account.  ‘One-off charges & credits’ are one offs, and will only appear once.

If you’d like help with any other types of bills you can get more information around understanding our monthly bills or bills after a package change.


Closer look at a typical first bill detail

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

Your bill date will be different to your installation date, as that is when the charges on this bill started.  You’ll see that date and all related charges in the ‘First month’s package’ section.

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
 

Bill timeline
To help you understand how your package changes have affected your bill, we’ve included a timeline. The red bar is for your first month from installation, the purple bar is the month in advance for the services you’re about to receive. The blue bar and grey bars cover any additional costs due this month.

Payment detail

As this is your first bill you’re unlikely to see anything carried from a previous bill.  However, if you’ve made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here.

Your next bill will list any payments you make against this bill.

As this is your first bill you’re unlikely to see anything carried from a previous bill.  However, if you’ve made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here.

Your next bill will list any payments you make against this bill.

First month from installation
Your first month of service will start on your day of installation, and will cover one calendar month. We bill for services in advance, so these charges cover your first calendar month.

‘First month’s package’ covers your standard monthly price, plus any discounts or offers.  It’s includes all services charges, personal picks add-ons, equipment and offers.
 

Package 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.

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.

Next month’s package
If your first bill includes both ‘First month’s package’ and ‘Next month’s package’, this means that you’ve received a few weeks service before we finalised your first bill.

Your first month cover’s you from your installation date for one calendar month. Your next month’s package covers your month in advance, as we bill in advance.
 

Package 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 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.

If on occasion we need to apply any charges or credits that aren’t directly linked to one of your service charges, we’ll apply them in this section.

One-off charges & credits
When you first join us, we sometimes need to charge you for things like installation or activation.  You will have been advised of any setup costs when you signed up, and those costs have been added to your account.  ‘One-off charges & credits’ are one offs, and will only appear once.
 

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 need an alternative format bill, such as braille or audio, you won’t be charged.

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