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Understanding your bill

 

Want to know more about your bill? Just pick one of the billing sections below to find out more about the format of your bill and how it all works. Or simply text us your billing question to 07533 016 422 * and one of our team will be happy to help during our opening times 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.

Here you'll see the date and your Account balance on that date. By default it shows your latest bill, but you can also see any of your older bills (up to 12 bills in total will show here). You can also open a PDF version of your bill or a VAT invoice if you need one (you'll need a PDF reader app like Adobe Reader or Foxit to open a PDF).

When will I get my first bill? / Why has my first bill arrived before /so soon after I received my new SIM/Phone?

You'll get a notification for your first bill a few days after your Pay Monthly service starts. This shows your first monthly charge, along with any upfront costs and payments. We'll itemise your usage for your next bill, which will arrive a month later. This includes the monthly charge for your second month, plus any extra costs from your first month.

When will I get my next bill?

We normally produce your monthly bill on the same date every month. We'll let you know when it's ready to view a couple of days later.

If you change your bill date, we'll produce one more bill on your existing bill date and another one on your new chosen bill date. Your allowance period will change too, which means the last bill on your existing date will show a lower monthly charge to allow for the short (less than a full month) allowance period.

How I see an older bill ?

Click the drop down button (downward arrow in a grey box) under "View bills" in the "My bill" section at the top of your online bill, and you can see all your bills from the past year (i.e. 12 bills in total). Choose the one you want and click the red "View bill" button. This brings up the bill.

I am VAT registered so can I use my bill to reclaim VAT? Can I get a VAT Invoice?

You can see and print a copy of your VAT invoice by clicking "VAT Invoice" just below your Total Amount in the "My bill" section at the top of your online bill. This will open a PDF version of the VAT Invoice which you can save or print.

To select an older VAT invoice (from the past year), first select the bill using the 'View bills' drop down, and then click the VAT Invoice link when the bill appears.

How do I see/change how I get my bill?

You can see how you currently get your bill in the top right of your online bill (below your name and account number). This will also tell you which email address or mobile number we send the notification to. Change these options and contact details by clicking "Change now".

 

If you only have one mobile on this account, we’ll skip this section. But if you have more than one, you'll see them all here along with a summary of this month's costs. For an explanation of the headings (‘Your Tariff’, ‘Extra Use’, ‘Other Costs’ and ‘Your credits’), check the tabs section below.

Click the mobile you want to look at and it'll take you to section Your mobile bill summary (section 3) for that mobile. When you've finished looking at that mobile, you can either come back here by clicking "back to latest bill" or go to a different mobile by choosing "View other numbers linked to this bill" in the dropdown, then clicking the red "Go" box. You'll see both of these at the top of the next screen.

Can I add names or descriptions to my own numbers here?

Click “Add a name to number” which you will see under each of your mobile numbers and you can type in a name. Click the red "Save" button and that name will show up whenever you come back to view your online bill.

If you want to remove or change the name you added, just click on the link again – it's now labelled "Edit/remove name". Removing the name will show the number again.

What are ‘Other costs and credits’?

Some charges or credits on your bill might not relate to any particular mobile on the bill. They might cover things like a paper bill charge, or an accessory you ordered. These charges are listed below your mobiles on the line headed "Other costs and credits". Balances and payments from previous months will be shown here, too.

What is the ‘Family Plan discount’?

This is where you will see the details of any Family Plan credits that have been applied to your bill. The total value of your credit will appear at the bottom of this line but for more information about your Family Plan go to the Family Plan Tab after you click 'View' on the Other Costs & Credits line. 

 

This is where you can see your bill date (again), and if there is only one mobile on this bill, the date on which we'll collect your payment. We’ll also tell you the billing period this bill covers (this is usually the month leading up to the date of the bill – if this is your first bill the billing period will be blank).

This section will show you the details of your mobile – your mobile number, type of plan, allowance and normal monthly plan price.

When will I normally get my bills?

We normally produce your monthly bill on the same date every month. We'll let you know when it's ready to view a couple of days later.

If you change your bill date, we'll produce one more bill on your existing bill date and another one on your new chosen bill date. Your allowance period will change too, which means the last bill on your existing date will show a lower monthly charge to allow for the short (less than a full month) allowance period.

When will the Direct Debit payment be taken?

The Direct Debit date for each bill will appear at the top of your online bill, or at the bottom right of the printed or PDF version. This date is the same each month, except when it falls on a non-banking day (Saturday, Sunday or public holiday). When this happens the date we show that month will be the next working day. This will always be the day we actually take your payment.

What is a billing period?

The billing period is the length of time since your last bill, during which we collect all your charges. Your bill includes all charges since 00:00 (midnight) on the start date until 00:00 (midnight) on the end date. Your billing period will always start on the same date every month (unless your bill date is the 31st, in which case we will start it on the last day of the month.)

Sometimes you'll see roaming charges from an earlier billing period. This happens when information from partner networks is passed over late and we can't display it right away.

The billing period will always align with your inclusive allowance period and your bill will show the monthly charge for the next allowance period (the one that starts the day after your bill date).

Why is the bill period less than a month? / Why do I have more than one bill this month?

If you've asked to change your bill or Direct Debit date, or if one of your numbers has been added to a group bill (which changes the bill date to align with the group), there'll be one month in which we bill you on both the existing and the new bill dates. Your allowance periods will change at the same time so you'll also get a new set of allowances at each bill date. And you won't pay any extra for this because the first of these monthly charges (the one on your existing date) will be reduced to cover the shorter than normal allowance period. The second bill (on the new date) will show allowances covering a full month, with a full monthly charge.

If you've upgraded to a new plan during the month, your bill will show both your old and your new allowances.

Why does my bill show more than one allowance period and/or monthly costs?

If you cancel your contract, we'll send you a final statement once all the charges have been paid to show you that your final bill is zero – or that you're in credit. This bill will not have a mobile number.

Why is there no mobile number or tariff showing?

If you cancel your contract, we'll send you a final statement once all the charges have been paid to show you that your final bill is zero – or that you're in credit. This bill will not have a mobile number.

Why does it say “We can't collect your balance by Direct Debit”?

If your Direct Debit has been cancelled or deactivated, we'll be unable to collect your bill balance. You'll need to get in touch to pay this 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. Otherwise we'll need to take your payment by card.

Why does it say “Your balance is for information only”?

If your total account balance is in credit or is zero then we won't need to take a Direct Debit payment this month. You can leave a credit balance on your Account and we'll use it to reduce your next bill or bills!

Why is my bill higher than expected?

There are a few reasons why your bill may be higher than you expect:

A promotion might have finished, like a discount on your plan. You can check what discounts you have on the Your Tariff tab.

If you ordered a new Pay As You Go phone or accessories, an unlock code or copy of your paper bill in the past month and paid for it using your bill, this will be shown on the “Other Costs” tab.

If you used your phone while you were outside if of the EU, these charges will be shown in the “Not in allowance” section on the “Extra Use” tab.

If you've gone over the minutes, texts or mobile web data included in your plan, the extra charges for this will be explained in the “Exceeded Allowance” section on your “Extra Use“ tab.

If you changed your plan partway through your billing period, you might see an extra charge for the part month as well as your monthly charge for next month.

If you see extra charges for "picture messages" this may be because your mobile device is converting long text messages or messages with emojis (like this ☺) to picture messages. You can change this setting on your mobile device if text messages are covered by your text allowance.

Remember that your bill will be higher than your Spending cap because the spending cap does not apply to your monthly plan cost, your paper bill charge or to any items that you opt in to during the month such as data add-ons, copy bills or buy out charges.

You can keep track of what you’re spending in Your Account or via the My Virgin Mobile app  on your mobile.

 

 

The next section is divided into ‘tabs’ (like tabs in a filing cabinet or a folder). You may see up to 6 different tabs, including:

  • Total amount
  • Your tariff
  • Your add-ons
  • Extra charges
  • Other costs
  • Your credits

If you don’t see all 6 tabs on your bill that is because we will hide any that are empty for you this month

 

This tab shows you the total amount of this month's bill. It'll also tell you what your bill covers, along with some other useful information, including the fine details of what you’ve used. This covers items from your allowance as well as items we've charged separately for. You can sort and filter that usage here.

Can I add names to the called numbers that appear on my bill?

Yes – just click the number you want to name and a box will appear asking you to "Give this number a name". Any name or description entered here will show up instead of the number on all your previous and future bills.

If you click on a name you can edit or remove it (so the number shows again).

What does “Filter list” do? / How can I see particular types of charge

You can choose to see only certain types of charges in your itemised list. To do this, click the dropdown button next to "Filter List" (a downward arrow in a grey box). You'll see a list of the all the charge types on this tab. Click the box next to each type you want to see – you can choose one or several. Click the "View" button to see the types you selected and hide the others.

The total amount on the tab will add up only the charges you selected, and you'll see which filters have been applied below the filter box.

To remove these filters and see the full itemisation again, click "Remove filters" or deselect all of the charge types in the dropdown box.

Can I sort the charges by cost/date/type/amount used/called number?

You can! Next to each column heading there'll be a little arrow (usually pointing down). By default the arrow next to the date column will be red and pointing upwards. This means itemisation is sorted by date, starting with the earliest date. If you click this arrow or heading name, the arrow will switch to point downwards and the itemisation will be sorted by the most recent date.

If you click on any of the other headings – the title or the arrow – the arrow will turn red and the itemisation will be sorted highest to lowest, based on what's in that column. Click again on the title or downward arrow and the direction will change (pointing up) and the itemisation will be sorted lowest to highest.

Why do only 20 items show?

The list of itemised charges is split into 'pages' with each page showing a maximum of 20 charges at a time. To see the next page, click "next page" at the bottom of the list. There are also links here to go the first page, last page or previous page. Alternatively you can jump straight to any of the pages by clicking on a page number, also at the bottom of the list.

To see all of your charges at once, click "download your data as a csv file".

Can I download my itemisation?

Just click "download your data as a CSV file" and open the file with an app like Microsoft Excel.

 

This tab is where you can see everything relating to your plan, starting with the plan's name, all of your allowances and any special extras you have to on your plan. If you've changed your plan then this will be the plan that applies from this bill onwards.

What is an allowance?

An allowance is the amount of inclusive minutes, texts or mobile data included in your plan. You won't be charged any extra for using these services (as long as you stay within your allowances). You can see your inclusive allowances on the Your Tariff tab of your bill.

You can also buy add-on allowances if you're running low. These will show on your next bill in the Add-ons tab.

Want to check how much of your allowances you have left? Log in to Your Account or use our Virgin Mobile app (available from Google Play or the Apple App Store, or by texting ACCOUNT to 80150).

What is my allowance period?

We'll give you a fresh set of inclusive allowances every month on the first day of your allowance period. Any unused inclusive allowances at the end of the last day of your allowance period will expire, but if you have a 4G plan we'll roll them over so that you have an extra month to use them! This only applies to allowances that are included with your plan - promotional allowances such as goodwill, data boost or double data won't roll over.

Any add-on allowances bought during the month will expire at the end of the last day of your allowance period too. These won't roll over, unfortunately.

Your inclusive allowance period and your bill period will always be aligned, but on the bill we'll refer to the previous bill period and the next allowance period.

What is the difference between my allowance period and my bill period?

Your inclusive allowance period and your bill period will always be aligned, but on the bill we'll refer to the previous bill period and the next allowance period.

What is my data rollover?

If your plan includes double or triple data you will see the standard 'data' amount and extra 'data' amount for the additional data. Your rollover data will also appear separately here. Rollover data amount will be the amount of data that you had at the end of the previous allowance period rounded up to the next rollover level - so you will usually get a bit more rollover data than the amount you had remaining!

What does “Filter list” do? / How can I see particular types of charge

You can choose to see only certain types of charges in your itemised list. To do this, click the dropdown button next to "Filter List" (a downward arrow in a grey box). You'll see a list of the all the charge types on this tab. Click the box next to each type you want to see – you can choose one or several. Click the "View" button to see the types you selected and hide the others.

The total amount on the tab will add up only the charges you selected, and you'll see which filters have been applied below the filter box.

To remove these filters and see the full itemisation again, click "Remove filters" or deselect all of the charge types in the dropdown box.

Can I sort the charges by cost/date/type/amount used/called number?

You can! Next to each column heading there'll be a little arrow (usually pointing down). By default the arrow next to the date column will be red and pointing upwards. This means itemisation is sorted by date, starting with the earliest date. If you click this arrow or heading name, the arrow will switch to point downwards and the itemisation will be sorted by the most recent date.

If you click on any of the other headings – the title or the arrow – the arrow will turn red and the itemisation will be sorted highest to lowest, based on what's in that column. Click again on the title or downward arrow and the direction will change (pointing up) and the itemisation will be sorted lowest to highest.

How do I see all of my extra use items?/why do only 20 items show?

The list of itemised charges is split into 'pages' with each page showing a maximum of 20 charges at a time. To see the next page, click "next page" at the bottom of the list. There are also links here to go the first page, last page or previous page. Alternatively you can jump straight to any of the pages by clicking on a page number, also at the bottom of the list.

To see all of your charges at once, click "download your data as a csv file".

Can I download my itemisation?

Just click "download your data as a CSV file" and open the file with an app like Microsoft Excel.

Why do call durations for my in allowance calls always show as whole minutes without any seconds?

Calls that use your monthly allowance are billed per minute so we round the duration up to the next full minute on your bill. You may notice that this duration is different to that shown on your mobile - this is because you mobile will always round fractions of a second down but your bill will round up.

 

If you've bought any add-ons in the previous billing period, we'll show the charges and corresponding allowances here. Any itemised usage covered by your add-on allowances will be included with your allowance itemisation on the Your Tariff tab.

 

This tab appears on your bill if you've used your mobile for things not covered by your allowances. We’ll split this into charges not in your allowances, and charges where you've exceeded your allowances (see the questions below for an explanation of which is which).

If the tab doesn't show on your bill, you haven’t been charged for any extra use!

Why do some charges appear in the “Exceeded allowance” section?

These are extra charges for use normally covered by your allowance, but your allowance was used up before this call, text or mobile data session.

In the itemisation "In tariff" column these charges will show as "Exceeded".

If the allowance was used up during a call or a mobile data session, we'll show it here as "Partial".

These are extra charges for use normally covered by your allowance, but your allowance was used up before this call, text or mobile web session.

In the itemisation "In tariff" column these charges will show as "Exceeded".

If the allowance was used up during a call or a mobile web session, we'll show it here as "Partial".

What does “Filter list” do? / How can I see particular types of charge

You can choose to see only certain types of charges in your itemised list. To do this, click the dropdown button next to "Filter List" (a downward arrow in a grey box). You'll see a list of the all the charge types on this tab. Click the box next to each type you want to see – you can choose one or several. Click the "View" button to see the types you selected and hide the others.

The total amount on the tab will add up only the charges you selected, and you'll see which filters have been applied below the filter box.

To remove these filters and see the full itemisation again, click "Remove filters" or deselect all of the charge types in the dropdown box.

Can I sort the charges by cost/date/type/amount used/called number?

You can! Next to each column heading there'll be a little arrow (usually pointing down). By default the arrow next to the date column will be red and pointing upwards. This means itemisation is sorted by date, starting with the earliest date. If you click this arrow or heading name, the arrow will switch to point downwards and the itemisation will be sorted by the most recent date.

If you click on any of the other headings – the title or the arrow – the arrow will turn red and the itemisation will be sorted highest to lowest, based on what's in that column. Click again on the title or downward arrow and the direction will change (pointing up) and the itemisation will be sorted lowest to highest.

How do I see all of my extra use items?/why do only 20 items show?

The list of itemised charges is split into 'pages' with each page showing a maximum of 20 charges at a time. To see the next page, click "next page" at the bottom of the list. There are also links here to go the first page, last page or previous page. Alternatively you can jump straight to any of the pages by clicking on a page number, also at the bottom of the list.

To see all of your charges at once, click "download your data as a csv file".

Can I download my itemisation?

Just click "download your data as a CSV file" and open the file with an app like Microsoft Excel.

Why do some of my calls and texts not show a called number?

We get our information about your roaming charges from our roaming partner networks around the world. Sometimes this information is incomplete – this is often the case for text messages you send, and occasionally for calls you receive while roaming.

What are Service numbers?

These are special numbers for things like directory enquiries, chat lines or information services. They begin 084, 087, 118 and 09. The cost of calling these numbers has an 'access' element, which we set, and a 'service' element, which is set by the service provider. You'll see one combined charge on your bill for access and service. Some of these numbers might be included in your plan – if that's the case, both access and service element will be covered.

If you call one of these numbers while roaming outside of the EU, you'll be charged a different access charge depending on where you're calling from.

There's more information on the access charge here. Please check with the individual service provider for details of their service charge.

What are Premium texts?

Premium rate texts will usually use a special 5-digit short code instead of a full mobile number. You might send a premium text to vote in a TV show like The X Factor, or enter a competition to win a prize. The service provider might also send you a premium text message with a charge too. It’s a great way to get involved in your favourite shows, but there's a charge for sending and receiving them. Premium rate texts are not covered by your text allowance. Some service providers provide a subscription service. If you 'opt in' to these, you might receive regular premium rate texts, or get notifications for things like football scores or breaking news. Each text will be charged to your bill. If you'd like them to stop, text ‘STOP’ or ‘STOP ALL’ to the number you’ve been getting the texts from.

What are Personal numbers?

Personal numbering is used by virtual number services, which direct an inbound call anywhere in the world at the request of the owner of the number. They will begin with 070, 0700, 0701, 0702, 0703, 0704, 0705, 0706, 0707, 0708, 0709, 0760, 0762, 0764, 0766, 0767, 0768, 0779 or 0791. Because they begin with 07, they're sometimes mistaken for mobile numbers – except they aren't covered by your allowances and will have their own rates. For cost details, click here.

Why can I not see any 0800 or 0808 calls?

These numbers are free to call from your mobile. We won't charge you or take any minutes from your allowance. Ofcom rules say free calls must not be displayed on your bill.

What are International calls and texts?

International calls and texts are those made or sent from your mobile while you're in the UK to an overseas number. To call or text internationally, dial 00 or add + before the relevant country code. Calling a UK mobile while it's roaming overseas is classed as a UK call, NOT an international call.

How is mobile internet use charged?

Mobile internet use on your phone is measured in kilobytes (KB), megabytes (MB) or gigabytes (GB) of data. A MB is 1024KBs and a GB is roughly 1024 MB.

If your plan includes a mobile data allowance, a certain amount of data will be covered by that allowance each month. Once your data allowance is used up, you'll be charged for any extra data you use. Check the rate for your plan here.

Your bill will show how much mobile data you've used in an hour. Each amount will be labelled "using the internet" – it won’t show any details like exactly when your mobile connected, or which websites or apps were used. You'll use mobile data when your device connects to the mobile network (but not when it's connected to Wi-Fi). Your mobile may be using mobile data in the background without you doing anything – this can be when your mobile checks for new emails or gets an updated weather forecast. If you are worried about using up your data allowance too quickly you can switch off this option in your device settings. There are other occasions when it's more obvious that you're using mobile data, including when you send emails, use instant messaging, stream video or audio, or just browse the internet on your mobile.

You can save your data allowance (or your bill!) by using WiFi whenever you can. The Virgin Media Connect app helps you find and connect to free WiFi, wherever you are. The details are here.

Why does my bill show charges for more than one text at the same time?

Text messages use a technology called SMS (Short Message Service), which give you a maximum message length of 160 characters (including spaces). If your text message is longer your mobile will send the text as multiple SMS messages. The receiving device will then join these back into one long message. If you have an unlimited text allowance, this is all covered, and you won't pay any extra – but you'll also see these as individual texts in your itemisation.

If you send a message to multiple people at the same time, you’ll be charged separately for each text. In this case they'll appear on your bill at exactly the same time but with different recipient numbers.

Some mobile devices use MMS to send long text messages. If your mobile is set to do this, it'll send one MMS instead of lots of SMSs to get around the 160 character limit. Because MMS is usually used for sending 'picture message', this is how they appear on your bill. If you have a text message allowance this can actually cost you more, so it's usually best to switch this off in your mobile device settings.

Why does my bill show charges for 'picture messages'?

If your mobile device has a mobile internet connection, you'll be able to send photos or short videos to other mobile devices using a technology called MMS (Multimedia Messaging Service). Your bill will show these as a 'picture message' with a charge for each message you send. You can check how much a picture message costs on your plan here If you have a data allowance, it might be cheaper to send the message as an email or using your instant messaging app.

Some mobile devices use MMS to send long text messages. If your mobile is set to do this, it'll send one MMS instead of lots of SMSs to get around the 160 character limit. These too will appear on your bill as a 'picture message', even though you didn't actually send a picture.

To stop your mobile device sending picture messages when you don't want it to, you can switch MMS off in your mobile device settings.

Why do some call durations show as whole minutes without any seconds?

Out of allowance calls are billed per minute except for calls to landlines and the access charge for service numbers, which are billed per second. For these calls we round the duration up to the next full minute on your bill.

 

You'll see this tab whenever you've paid your previous bill. We'll show your last bill balance and the payments or adjustments used to clear that balance. Usually the previous bill and payments will add up to zero – this will show as "Last month’s credits". There may also be new “credits" for things like:

  • any charges you've already paid by card, e.g., a delivery charge or an unlock cost
  • a charge for a new Freestyle phone along with the transfer of this cost to your phone repayment account
  • any special credits we've applied to your Account to correct your balance if something's gone wrong

Why have I been charged the cost of my Freestyle handset? What does “Covered by your credit agreement” mean?

If you have a Freestyle contract, we'll charge the full cost of your phone to your first bill. However, you won't need to pay anything yet, as it's been covered by your credit agreement with Virgin Media Finance Ltd. You'll need to pay for it in monthly instalments over the life of your contract. These instalments will be collected by a separate Direct Debit to the one we use to take payment for your airtime bill.

 

This tab will appear if your bill includes a Family Plan credit.

Don’t forget, the more members you add to your Family Plan, the greater the saving. For more details on how to update your plan see our Family Plan FAQ page .

 

The Spending cap section will tell you what Spending cap applies to your mobile at the time that the bill was produced.

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

Remember that your bill will be higher than your spending cap because the spending cap does not apply to your monthly plan cost, your paper bill charge or to any items that you opt in to during the month such as data add-ons, copy bills or buy out charges.

 

 

The legal stuff

Freestyle Contracts: Based on either a 24 or 36 month interest free Consumer Credit Agreement provided by Virgin Media Mobile Finance Limited and a 30 day rolling Pay Monthly Airtime Contract with Virgin Mobile Telecoms Limited. Credit check & payment by Direct Debit required. You must pay off your loan in full in order to upgrade your handset. 0% APR Representative. Prices shown require eBilling. For paper bills add £1.50 per month.

Virgin Media Limited is an appointed representative of Virgin Media Mobile Finance Limited, which is authorised and regulated by the Financial Conduct Authority (Financial Services Register number: 626215)

*Standard charges apply, please check with your network operator for rates.

UK’s lowest price on selected Mobiles and SIM Only plans claim *Comparison of our 36 month handset loan agreement and 1GB data, 1000 minutes, unlimited texts airtime plan against published standard pricing from major competitors. Other operators offer 24 or 30 month loan terms. Or comparison of our 12 month SIM Only plan against comparative major competitor plans. *View comparison table here.

SIM Only and handset airtime contracts: So that you can access our best offers we won’t always show a full list of our Handset and SIM Only plans that are available to buy. If you would prefer one of our standard offers please click here to view and buy.

General: Phones subject to availability. Each July your airtime plan will increase by the Retail Price Index (RPI) rate of inflation announced in April of that year. We’ll give you 30 days’ notice of the exact increase. Plans include UK calls to UK landlines (01, 02, 03) & UK mobile networks. Calls & texts to mobiles in Jersey, Guernsey and Isle of Man are not covered by your inclusive monthly usage allowance. UK texts and data only. Speeds experienced will vary by device and location.

Calls to service numbers: The cost of calling 084, 087, 118 and 09 is formed of a combined access and service charge: we set the access charge and the company you’re calling set the service charge. Your access charge for these numbers will be shown on your bill and is currently 36p per minute for Pay As You Go and 58p per minute for Pay Monthly. The service charge will be advertised by the company that you are calling.

Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 070 numbers will cost 75p per minute.

Pay Monthly SIM Only: 12 month contract applies.

Pay As You Go: JAM Packs are valid for 30 days from the point of purchase or until used if sooner. Packs will auto-renew every 30 days if the customer account has sufficient airtime balance. Your existing pack will auto-renew unless you have cancelled it or have told us that you wanted to change it. 3G data only. Minutes for UK landlines (beginning 01, 02, 03) & UK mobile networks. Person-to-person UK texts only (delivery notifications excluded). UK allowance of minutes, texts and data can be used in the EU at no extra cost subject to Fair Use limits.  Register online to change packs, top-up and make the most out of Virgin Mobile, visit virginmobile.co.uk/youraccount.

Nokia: HMD Global Oy is the exclusive licensee of the Nokia brand for phones and tablets. Nokia is a registered trademark of Nokia Corporation. All images used are for illustrative purpose only.

Mobile Broadband: Usage amounts given as example only. Credit check and payment by Direct Debit required. 30 day rolling or 12 month contract. If you cancel during the contract you will incur an early disconnection fee. Data bundle is for use within the UK only. Access and speeds are subject to network coverage. Voice-Over-Internet Protocol is not supported. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £3 a day per GB for each day that you use data. Roaming charges apply to your use outside the UK. Pay Monthly terms of service apply. Mobile WiFi device required with upfront fee of £39.99. For full terms and conditions visit virginmobile.com/legalstuff.

Virgin Media Connect App: Requires iOS 9 or later and Android 5 or later. Virgin Mobile customers: the app will work in a device where a Virgin Mobile SIM is present and setup has been completed. Virgin Fibre customers: the app will work on a device where setup has been completed using My Virgin Media account details. Virgin Fibre customers can use up to 7 devices on Virgin Media WiFi at any one time. For setup: Mobile data connection required for Virgin Mobile customers. Internet (Mobile data or WiFi) connection required for Virgin Fibre customers. UK only. Experience varies by location and number of users. It is not always possible to guarantee that we will be able to offer this app on every device, platform and operating system version or variant. Terms and conditions apply.

Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.

Money back guarantee: Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime you’ve bought. Prepaid packaging will be provided to post it back. Pay As You Go customers will be charged for any airtime used according to our Pay As You Go tariff. Pay Monthly customers will be charged for any airtime used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.

UK’s Best Value Network: Virgin Media awarded "Best Value Network" at 2014,2015 and 2016 Mobile Choice Consumer Awards, decided by public vote among readers of Mobile Choice magazine. Results announced in October each year and valid for one year.

Faster average 4G speed: Based on Ookla’s analysis of Speedtest Intelligence data from 01/04/18 to 30/06/18. Ookla trademarks used under license and reprinted with permission.

F-Secure with Virgin Mobile offer: Not available on BlackBerry. Current retail price £79.99, see https://onlineshop.f-secure.com. Up to 5 devices. Ends after 12 months unless you opt to continue.

MMS messaging: MMS messages to some providers/networks may be delivered by our partner service BICS and will require the recipient to download the content of the message.

Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff

Spending Caps: In line with EU Legislation, spending caps are now available to all pay monthly customers who have joined or re-contracted with Virgin Media on or after 24 September 2018. Spending caps can be added when you join/re-contract with Virgin Media and will take effect immediately or from your next bill cycle if implemented at a later stage. Increasing or removing your cap will take effect immediately, but any reduction in spending cap will take effect from your next bill cycle. Any changes will be confirmed via text. Spending caps will not override the credit limit. Upon reaching 80% of your spending cap, you will receive a notification by SMS. Once the spending cap has reached 100%, you will receive a further SMS notification and no further out-of-bundle charges can be applied to your account (in-bundle services and access to emergency numbers will remain unaffected). Usage-related charges (including but not limited to calls or texts to premium or international numbers or roaming outside of the EU) count towards the cap; one-time charges (including but not limited to late payment fees and paper bill charges) do not count towards the cap. Caps available to all new and re-contracting customers. View and change your cap through Virginmedia.com. See spending Cap Policy at virginmedia.com/legalstuff.

Insurance

Welcome to Virgin Media Protect, brought to you by Asurion

Virgin Media Protect consists of:

Mobile phone insurance covering loss, theft and damage (please see the Insurance Terms and Conditions below for further details).

Mobile Rescue, the app and helpline that connects you to Tech Experts who can help with your phone frustrations (please see the Mobile Rescue Terms and Conditions of Use below for further details).

Payment is collected in a single monthly premium by Asurion Europe Limited. If either the insurance or the Mobile Rescue is cancelled, the other is cancelled automatically.

Insurance Terms and Conditions

Nobody likes reading the small print, but to avoid any surprises, please:

Read the insurance Terms and Conditions in full so you know what’s covered, what’s not and how to claim

Block any lost or stolen device as soon as you discover it’s missing by calling Virgin Media on 0345 030 3291* to protect against unauthorised calls

Make a claim, ideally within 30 days of discovering that your device is damaged or missing by submitting a claim 24/7 at www.virginmedia.com/protect or by calling us on 0345 030 3291*

Pay the excess fee to complete your claim for a replacement device which may be refurbished to ‘as new’ standard. The excess fee was confirmed in your welcome pack and you can call us at any time to check it

Comply with our reasonable instructions, including switching off or uninstalling any apps which prevents our access to remove data from the claimed for device

Return any damaged or faulty device in the pre-paid packaging provided with your replacement – or you’ll be charged a non-return fee (based on the value of the non-returned model)

To review your Virgin Media Protect Terms and Conditions, click here.

Offers + Extras

Apple offers

iPhone 7 and iPad: Receive an iPhone 7 and iPad 6th Generation when purchased on a Freestyle plan. iPad 6th Generation RRP £319. While stocks last.

iPhone X and iPad: Receive an iPhone X and iPad 6th Generation when purchased on a Freestyle plan. iPad 6th Generation RRP £319. While stocks last.

Samsung offers

TellyTablet with Samsung S9: Get a TellyTablet included with Samsung Galaxy S9 from Virgin Media on a Freestyle Pay Monthly plan. The TellyTablet will need to be returned along with the phone and all its original packaging and accessories if the order is subsequently cancelled, or exchanged for a different handset. If your TellyTablet is damaged on return or you fail to return all the parts and accessories, we reserve the right to charge you for any repair or replacement cost. There is no cash, credit or other alternative to the TellyTablet; it is not transferable. TellyTablet is Wi-Fi only.

Samsung S10 & Galaxy Tab A 10.1': Save £324 with Samsung S10 and Tab A 10”: Saving based on overall value of Consumer Credit Agreement, previously £324 higher. Monthly price includes 36 month Freestyle plan at £27.00 per month (for handset) plus £6 30 day rolling airtime plan (includes 1GB data, 1000 mins and unlimited texts). Offer ends 31/07/2019.

Samsung S10+ & Galaxy Tab A 10.1': Save £360 with Samsung S10+ and Tab A 10”: Saving based on overall value of Consumer Credit Agreement, previously £360 higher. Monthly price includes 36 month Freestyle plan at £29.00 per month (for handset) plus £6 30 day rolling airtime plan (includes 1GB data, 1000 mins and unlimited texts). Offer ends 31/07/2019.

Samsung S9 & Galaxy Tab A 10.1': Receive a Galaxy Tab A 10 when you purchase a Samsung S9 on a Freestyle plan. Save £180 with Samsung S9 and Tab A 10. Based on price drop compared to previous month. Available while stocks last.

Samsung A80 & AKG Y500 wireless headphones: Pre-order the A80 between 05.07.2019-18.07.2019 from a participating retailer, claim between 19.07.2019-19.08.2019, UK/ROI 18+, See www.samsung.com/uk/galaxy-a80-offer for full Ts&Cs.

Sony offers

Sony Xperia L3 with Extra Bass Portable Bluetooth Speaker: Receive a free Sony Sony XB12 Speaker (RRP £60) when you purchase a Sony Xperia L3 on a Classic Pay Monthly plan. While stocks last.

SIM Only offers  

6GB for £9 SIM Only plan: Based on x3 data on our 2GB plan (usually £9 for 2GB). Discount continues as long as you remain on the same plan. Offer ends 03/09/19. Terms and conditions apply.

£15 for 25GB SIM: Based on £5 discount on our 25GB plan (usually £20). Discount continues as long as you remain on the same plan. Offer ends 03/09/19. Terms and conditions apply.

All other offers

Refer a Friend: You must have your friend's permission to share their details with Virgin Media. We will use their details to contact them about this offer only. Friend must purchase through the link we send them (not through another channel) within 30 days of receipt to qualify. Reward paid by BACS within 30 days of the end of your friend’s 14-day customer satisfaction guarantee (CSG) period. Reward not payable if friend cancels purchase in CSG period.

Data Rollover: Unused data from your inclusive monthly allowance will be added to next month’s allowance (Rollover Data). Rollover Data is used ahead of your monthly data. Unused Rollover Data expires at the end of that monthly allowance period. Data add-ons excluded. 4G plans only.

Data-free Messaging on WhatsAapp, & Facebook Messenger & Twitter:  Standard UK messaging (video, picture, audio) does not deplete data allowance. Live video streaming & Voice & video calls excluded. 4G plans only. When monthly allowance via standard data usage is £3/day per GB. We welcome new messaging partners to this service.

Flexible Plans: Change your airtime plan up or down without penalty at any time during your contract. New allowance and price applies from your next monthly billing cycle until you switch again.

Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff

Unlimited Data/ Minutes/ Texts for cable customers: Unlimited plan is for Virgin TV, fibre or home phone customers only, includes unlimited data, and unlimited minutes and texts allowance to inclusive UK numbers for as long as you remain a Virgin TV, fibre or home phone customer. Includes UK calls to UK landlines (01, 02, 03) & UK mobile networks. Jersey, Guernsey and Isle of Man mobiles excluded. UK texts and data only. Acceptable use policy applies.

Freestyle Trade-Up

Virgin Media Freestyle Trade Up Terms and Conditions

Please read the following terms and conditions carefully. You should understand that by placing an order to Trade Up you agree to be bound by these terms and conditions. It is recommended you take note of your IMEI number before you Trade Up in case there are any potential problems with your order. Please see the FAQ for help on how you find your device’s IMEI number

1. What is Freestyle Trade Up?

1.1. Trade up is a service that allows existing Virgin Media Freestyle customers (“you”) to upgrade to a new phone early by using the value in one old phone (a “Device”) to pay off your existing active Freestyle consumer credit agreement (your “Freestyle Loan”) with Virgin Media Mobile Finance Limited governed by the Consumer Credit Act 1974 (“Trade Up”).

1.2. You are able to Trade Up any valid Device; it does not need to be the Device associated to your existing Freestyle Loan.

2. Who Provides Trade Up?

2.1. The Trade Up services are operated for and on behalf of Virgin Media Limited (registered no. 03707644) at 500 Brook Drive, Reading, RG2 6UU (“Virgin Media”) by West One Technology Limited (registered no. 3608228) at 153 Brooker Road, Waltham Abbey, Essex En9 1JH (“West One”) (together “we”, “us” or “our”).

3. Eligibility

3.1. To place a Trade Up order, you warrant:

(i)    you are a resident in the United Kingdom;

(ii)   that you are an existing Virgin Media customer with an active Freestyle Loan with Virgin Media Mobile Finance Limited;

(iii)  you are the owner of the Device or have obtained express consent from the rightful owner to Trade Up the Device;

(iv)  the Device is not subject to any previously agreed trade in or Trade Up arrangement;

(v)   the Device was not purchased from Virgin Media within 30 days prior to placing the Trade Up order; and

(vi)  the Device is not stolen or listed with us or a third party as stolen.

3.2. As part of the eligibility process, we will check the Device with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Device fails any due diligence check we may notify the relevant police authority and we may pass the Device and your details to them and the Device Quote as defined in section 4 below will not be used to settle your Freestyle Loan.

4. Placing your Trade Up order

4.1. To determine the value of your Device, when placing your order you shall provide a true and accurate description of the Device, including but not limited to the following information:

(i)   the correct brand/make, model and IMEI number of the Device you wish to Trade Up; and

(ii)  the condition of the Device that you wish to Trade Up, which shall be classed as either: (a) a working device, which means all features of the Device are in good working order and condition, there is no physical damage to the exterior (e.g. to the buttons or screen) or water damage, the device is able to make/receive calls and SMSs, its battery is included and is able to maintain charge and power up (“Working Device”);  or (b) a non-working device, which means a Device that is not fully functional (e.g. does not power up, has a damaged screen, case or buttons or has water damage) but includes a battery, is not crushed or bent; has no missing components (“Non-Working Device”).

The Device’s Trade Up value (“Device Quote”) shall be solely determined by Virgin Media, West One or a third party based on the make a model of the Device.

Device chargers and accessories may not be returned with your Device and hold no monetary value. They shall not form part of the condition and cannot be used to complete the Trade Up process. Such Device chargers and accessories will not be returned to you; therefore we recommend you carefully check the contents of your package before returning it to us.

4.2. Once a Trade Up order is placed, the Device Quote shall be valid for up to 14 calendar days to enable you to complete your order. If the Device arrives after 14 calendar days from the date the Trade Up order is placed, the Device Quote shall be updated – see section 5.1(ii).

4.3. You will be sent a free postage pack via Royal Mail after placing your order; this will normally arrive 2-3 working days after your Trade Up order has been placed. We do not accept responsibility for lost, stolen, late or damaged postage packs containing your Device. Proof of sending is not is not proof of receiving.

4.4. If we don’t receive your Device after 28 calendar days, your Trade Up order will be cancelled. For the avoidance of doubt, your current active Freestyle Loan and any new Freestyle Loan are separate and shall continue to be payable as normal and in line with your recently advised payment schedule.

4.5. Important Information prior to Trade Up:

(i)   By placing your order and sending your Device, you will be unable to cancel your order.

(ii)  Please remove any SIM card and any accessories, including without limitation memory cards, prior to Trade Up. We shall not be liable for any consequences of you not removing the SIM card or accessories, including any charges then occurred. You shall continue to be responsible for such charges; and

(iii)  We strongly encourage you to backup and store elsewhere any data stored on the phone any memory card, including but not limited to images, messages and videos, on the Device that you wish to retain before to Trade Up. We will not be liable for any damage, confidentiality, loss or erasure of any such data, including personal data, or for any consequences of you not removing your data, including use or disclosure of such data.

5. Trade Up contributing to your Freestyle Loan

5.1.  Once your order has been received, we shall, in our absolute discretion, determine whether the description of the Device when the Trade Up order is placed, is an accurate and true description of the Device received:

(i)   If it is determined to be a true and accurate description, the Device Quote shall be used to part settle/settle your existing active Freestyle Loan.

(ii)  If it is determined to not be a true and accurate description or if the Device is received after 14 calendar days from the Trade Up order and the value has subsequently changed, then the Device Quote shall be invalidated and a new revised quote (“Revised Value”) will be offered to you to part settle/settle your Freestyle Loan. You shall be notified of such Revised Value by e-mail and you shall have 5 calendar days from the issue of the Revised Value to either accept or reject the Revised Value. If you do not accept or reject the Revised Value, we shall assume you accept the Revised Value and this will be used to part settle/settle your existing active Freestyle Loan. If you do reject the Revised Value, we shall return the Device back to you free of charge. You have 14 calendar days from your acceptance or rejection of the Revised Value to cancel your new Freestyle Loan.

5.2. For the avoidance of doubt, the Device Quote or, if accepted, the Revised Value shall only contribute to your existing Freestyle Loan. Any outstanding amount on your existing Freestyle Loan remains payable in line with your recently advised payment schedule until paid off completely. This balance can be paid by contacting Virgin Media and making a debit or credit card contribution.

5.3. Payments in relation to your existing Freestyle Loan will not be taken for up to 30 calendar days from the date your Trade Up order was placed to allow us to process your order. After 30 calendar days, your payment shall resume and a revised payment schedule will be sent to you by email.

5.4. If the Device Quote or Revised Value is higher than the balance of your existing Freestyle Loan, a credit for the difference between the Device Quote Value or Revised Value and the outstanding balance of the Freestyle Loan shall be paid into the bank account, used to pay your existing Freestyle Loan monthly payments, within 10 working days.

6. Privacy and Data Protection

6.1. Where applicable, any data collected during the course of the Trade Up services will be processed and stored wholly in accordance with applicable data protection laws and regulations. The Promoter will use reasonable endeavours to ensure no data will be processed or stored outside the EEA or by third party organisation, except for the administration of the Trade Up services.

6.2. By placing a Trade Up order with us, Virgin Media and/or West One may use your personal information to contact you about special offers about goods and services that may be of interest to you.

6.3. Any personal data will only be used in accordance with Virgin Media’s or West One’s privacy policy, which can be viewed here: (i) Virgin Media’s Privacy Policy ; and (ii) West One’s Privacy Policy .

General

6.4. We reserve the right to modify these terms and conditions from time to time. If we make changes to the term and conditions of this Agreement, then we will notify and make available such revised terms and conditions.

6.5. Ownership of the Device shall only pass to us once we have received the Device and when the Device Quote or Revised Value has been accepted and payment has been dispatched to you.

6.6. Subject to 7.6, in no event shall West One, Virgin Media, their affiliates, directors employees, agents or licensors, be responsible or liable for direct, indirect, special or consequential damages, arising in any way out of the Trade Up Services, including but not limited to, (a) any technical difficulties or equipment malfunction (whether or not under Virgin Media or West One’s control); (b) any theft , unauthorised access or third party interference; (c) any part the Trade Up order or after order process that is late, lost, altered damaged or misdirected (whether or not after receipt by Virgin Media or West One) due to any reason beyond the reasonable control of Virgin Media or West One; (d) any tax liability incurred in connection with the Trade Up; or (e) use of the Trade Up services.

6.7. By placing your Trade Up order, you agree, to the extent permitted by applicable laws, and except as provided herein, to release and hold Virgin Media and West One harmless from any and all liability whatsoever for any injuries, losses or damages of any kind arising from participation in or in connection with the Trade Up including without limitation, acceptance, receipt use and/or misuse of the Trade Up services.

6.8. Virgin Media and West One reserve the right to invalidate any Trade Up order where there is suspected fraudulent use of the Trade Up services.

6.9. Nothing in these terms and conditions his agreement shall limit or exclude West One’s or Virgin Media’s liability for death or personal injury resulting from our negligence and any other liability that cannot be excluded or limited by English law.

6.10. We are not liable or responsible for the failure to perform the Trade Up services, if in any way the Trade Up services are not capable of being conducted as reasonably anticipated due to any reasons beyond our reasonable control, including without limitation the act of default of any third party supplier and/or our compliance with any applicable law or regulations.

6.11. This agreement and any dispute or claim arising in relation to the same shall be governed and construed in accordance with English Law and is subject to the exclusive jurisdiction of the courts of England.

 


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