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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 account back on track.

We always ask that you pay your bill prior to the payment due date or on the payment due date by Direct Debit.

You can view your bill due date on your mobile bill summary. It shows both your bill date and the date where we'll collect your payment.

If your Direct Debit has been cancelled or deactivated, we won’t be able to collect your bill balance. You'll need to get in touch to pay and set up or reactivate your Direct Debit. If you do this as soon as you get your bill, we might be in time to collect your next Direct Debit. If not, we'll need to take your payment by card.

If you don’t pay your bill by the payment due date, you could find your mobile services restricted to incoming calls and SMS but you won’t be able to use your data. You can still make calls to emergency services during this time. We’ll continue to try to get in touch and talk about next steps.

If we can’t talk to you about your debt and receive a payment from you, we might have to disconnect your mobile 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.

You might find it difficult to keep up with your mobile payments if your circumstances have changed. We’re here to support you and we can talk you through payment options that may help you keep your mobile service.

We have options to help you, depending on the situation you’re in. If your circumstances mean you can’t take any of our options, then we might have to place your 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 calling us using the contact details at the bottom of this page.

If you’ve missed a payment, gone over your account credit limit, or we’ve been unable to take a payment in any way, 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.

You can check your account online to see whether you need to make a payment. Just register or sign in to Your Account and head to My Bills. Once you’re in, 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.

To help you keep an eye on your spending, you’ve got the option of setting a spending cap on your monthly bill – this can be anywhere between £0 and £100 per month. For more on how to add a spending cap, head here.

You can change your spending cap at any time from the Virgin Mobile app on your mobile or from Your Account.


Remember: your bill will be higher than your spending cap. This is because the spending cap doesn’t apply to your monthly plan cost, your paper bill charge, or to anything you opt in to during the month (like data add-ons, copy bills or buy-out charges).

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 head here
 

Money Advice Scotland

If you live in Scotland, go here to find contact details for debt advice in your local area


Citizens Advice

For advice and information on debt and other topics, visit your local Citizens Advice (address in the phone book) or here
 

AdviceUK

Member centres offer debt advice including specialist advice for minority communities and people with disabilities here
 

National Debtline

If you live in England, Wales or Scotland head here for debt advice and information
 

StepChange Debt Charity

For debt advice throughout the UK, go here

Our Freestyle contracts are split into two parts. The first contract of 24, 36 or 48 months covers the loan for your device with Virgin Media Mobile Finance. The second 30-day rolling contract covers your airtime plan (monthly minutes, texts and data) with Virgin Mobile.

If you’re worried about the monthly repayments on your Freestyle device credit agreement, the team at Virgin Media Mobile Finance is here to help. Please head here for more information about how they can support you with payment of your Freestyle credit agreement.

Need more help?

Contact us

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 2136 and make a payment. Their opening hours are Monday – Friday 8am – 8pm and Saturday 9am – 6pm. We’re closed on Sundays.

Information on our response to Coronavirus (Covid-19)

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