Difficulty paying my bills
We know that sometimes finances can get a bit tight, and you may find yourself behind in your bill payments. No need to panic – we’re here to support you and get your Virgin Media account back in the black.
What happens if I miss a payment?
We always ask that you pay your bill on or before the payment due date, which you can find at the top right corner of your bill.
If you don’t pay your bill by the payment due date, we may charge a late payment fee of £7.50 to your account, and you could find that we’ve restricted your services, too.
For example, this means your broadband speed may be slowed, on our TV service you might be restricted to the Freeview channels, and if you have our home phone service you may only be able to receive calls (but you can still make calls to the emergency services).
Once you’ve been restricted we’ll get in touch again to let you know what payments need to be made so that you can get your full service back.
If we’re not able to talk to you about your debt and receive a payment from you, we might have to disconnect your services completely. If you’re not making any regular payments to us, we may place your debt with a debt collection agency, but we’ll always let you know in writing before we do this.
How do I remove the restriction on my broadband, TV or home phone service following a late payment? How do I remove the restriction on my broadband, TV or home phone service following a late payment?
If we've been unable to take a recent payment, if you’ve missed a payment, or if you've gone over your account credit limit, we may restrict your services until you've paid your bill.
All you need to do is make a payment to clear the outstanding amount. Once we've received your payment, we'll aim to restore your services within 3 hours. If you've not paid via a credit or debit card, it may take several days for the payment to reach us, sometimes up to 10 working days if you’ve made the payment at a bank.
There are loads of ways for you to pay your bill which you can take a look at on our how to make a payment article.
You can check your account online to see whether you need to make a payment. Just register or sign in to My Virgin Media and head to My Bills. Once you’re in, and if your account has been restricted, you'll see a message at the top of the page to let you know why. For more help, check out how to understand my current bill.
After the payments on your account are up to date, in some cases you might see you’ve had a credit for the period your services were restricted. Any credit will show on the next bill, after your services are working again.
My financial circumstances have changed – how can Virgin Media help? My financial circumstances have changed – how can Virgin Media help?
You might find that you’re going to have difficulty keeping up with your Virgin Media payments if your circumstances have changed. We’re here to support you with that by talking through payment options you can take in order to keep your services.
We have options to help you, depending on what situation you’re in. They can vary from giving you those few extra days to pay your bill, to offering you a reduced service for up to six months so that you can stay with us while paying back what you owe in an affordable way.
If your circumstances mean you can’t take any of our options, then we might have to place our account with one of our trusted agencies who’ll be able to accommodate you making payments over a longer time.
Remember that we’re here to help make payments straightforward for you, and support you with managing your account in difficult times. If you need to talk to us about debt, please get in touch by messaging or calling us using the contact details at the bottom of this page.
Organisations that offer financial advice Organisations that offer financial advice
If you’d like help keeping on top of your finances in general, there are loads of not-for-profit organisations that can help you with free, confidential and independent financial advice.
Money Advice Service
For free, unbiased and easy-to-access money tools, information and advice visit moneyadviceservice.org.uk
Money Advice Scotland
If you live in Scotland, visit moneyadvicescotland.org.uk to find contact details for debt advice in your local area
For advice and information on debt and other topics, visit your local Citizens Advice (address in the phone book) or go to citizensadvice.org.uk
Member centres offer debt advice including specialist advice for minority communities and people with disabilities – just visit adviceuk.org.uk
If you live in England, Wales or Scotland visit nationaldebtline.org for debt advice and information
StepChange Debt Charity
For debt advice throughout the UK visit stepchange.org
Need more help?
Due to safety precautions put in place because of the coronavirus outbreak, it’s taking longer than usual to respond to messages. If you’d like to message us, please keep this in mind, and we’ll reply to you as soon as we can.
Unfortunately, virus quarantine measures have closed some of our call centres. Please only call if you absolutely need to so customers with urgent needs can get through.
You can call our dedicated Collections team on 0800 052 0360 from any phone. We’re open Monday to Saturday, 8am until 6pm, except for Bank Holidays where we’re open from 8am ‘til 5pm. We’re closed on Sundays.