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Virgin Mobile Billing FAQs

Below are some of the most frequently ask questions about billing.

Can I change my Direct Debit details?

You can change your bank details at any time by logging in to Your Account. Just go to Payments, select Direct Debit and click on Change my Direct Debit.

If you’re a Oomph customer, you need to call us if you want to change your Direct Debit details.

If you’re an Oomph customer (an Oomph customer will have selected the Oomph upgrade when selecting their package. Check your package details in My Virgin Media or on your bill if you’re unsure.), you need to call us if you want to change your Direct Debit details.

If you would like to change the date your Direct Debit leaves your account, please get in touch by heading to our Contact us page and scroll down to our Message us section to send us a message. Just be aware we will only be able to change your Direct Debit date if it is an existing Direct Debit you have with us and if your balance stands at zero.

If you've got a Direct Debit payment due, you'll need to wait until this has been paid to change your Direct Debit details.

Why do I have more than one Direct Debit payment?

If you're on one of our Freestyle contracts, you pay for your phone and your monthly tariff separately. So, because your phone is on a separate payment to your minutes, texts and data you'll have two Direct Debit payments each month. For more information on our Freestyle contracts, see Virgin Mobile Freestyle Contracts explained.

We've put your latest balance and all your most recent calls and payments online in Your Account. You'll be able to see the last 60 calls or the last two weeks, whichever is least, and you can check them anytime you like.

You can also hear the details of your last call by calling 789 from your Virgin Mobile phone and following the instructions.

Take control while you’re on the move. Why not download our My Account App.

  • See how many minutes or texts you have left each month
  • Check your mobile web data allowance
  • Check your latest bill amount or balance
  • Top up or pay your bill

It’s free to download and easy to use, too. You don’t need to log in each time, just tap and go!

     

 

It’s easy to check your allowance any time you like.

Check it on your mobile:

  • Use the internet browser on your mobile. Just visit m.virginmedia.com/account
  • Via the My Account app
  • Text the word Any to 789000
  • Call 789 and press option ‘1’ to hear your remaining allowances.
  • Our handy video below will show you how to check your minutes, texts and mobile web on the move

Download the My Account app from your app store

     

Check it on your PC:

To see your allowance, just sign in to Your Account.

On the Move?

If you’re out and about and want to check your balance, texts and mobile web allowances we've got you covered.

Simply go to m.virginmedia.com/account to access your account details. Or, just text ACCOUNT to 80150 and we’ll send you a link to the site.

Check out the video to see how to do this:

For everything you need to know about your eBill and how to use it, just check out our short video:

Need some help understanding your bill? Have a peep at our Bill Explainer.

It’ll talk you through each section, explain our charges, help you understand your bill dates and much more!

 

 

This can easily be done in Your Account. After you've logged in, go to the Billing page where you'll see how you get notified about your bill and click on Change now where you’ll be taken to the How you get your bill page.

Click on Want to change your settings?, then select Email and you can then simply add in the email address that you’d like your bills sent to and hit Update.

This can easily be done in Your Account. After you've logged in, go to the Billing page where you'll see how you get notified about your bill and click on Change now where you’ll be taken to the How you get your bill page.

Click on Want to change your settings?, then select Email and you can then simply add in the email address that you’d like your bills sent to and hit Update.

Yes. Go to your online bill by selecting Billing in Your Account and click on Download bill (pdf). You’ll see an image of your bill that you can print.

We store these bill images in a file format called PDF. If your computer doesn’t have a PDF reader you can download one for free from the Adobe website here.

Up to 12 previous bills are available in this way. Select the one you want to see by clicking Select month in the View bills box.

We charge £1.50 to receive a paper bill, but you can turn this off and continue to see your eBills for free. Most of our customers do not receive a paper copy. The same information and more is available online. Your eBill even contains additional features like the ability to add names to the phone numbers you use.

If you still want to see your paper bill in the format you are used to then you can do this on line too  – click on ‘Download bill (pdf)’ to see an image of your paper bill and print it if you need to.

Go to your online bill by selecting Billing in Your Account and click on VAT invoice (pdf). You’ll see an image of your VAT invoice that you can print.

We store these VAT invoice images in a file format called PDF. If your computer doesn’t have a PDF reader you can download one for free from the Adobe website here.

Up to 12 previous VAT invoices are available in this way. Select the one you want to see by clicking Select month in the View bills box.

You need to call our collections team on 0800 952 2025 and make a payment. Their opening hours are Monday - Friday 8am - 8pm and Saturday 9am - 6am.

You are also able to pay your bill online. Watch our helpful video and see how.

Your Direct Debit payment will be collected from your bank account 10 working days after the bill date. Every month you'll find the exact date of the Direct Debit on the first page of your bill, just below your balance. We'll always take the payment on or immediately after the date shown on your bill.

Need some help understanding your bill? Have a peep at our new Bill Explainer online. It’ll talk you through each section, explain our charges, help you understand your bill dates and much more!

°Please note standard charges apply, please check with your network operator for rates

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