Understanding your bill

This section gives you a brief overview of all the important dates and charges relating to your bill, including the period you're being billed for, a breakdown of what you're being charged, and the total amount due. The cost of any changes you make to your services will also show here, under 'Last month's changes total'.

If you don't pay your bill by Direct Debit, you can make a payment from this section.

If you'd like to change your Direct Debit date, please contact us.

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Here's where you'll find details of last month's bill and any payments made. A link to the full bill is provided if you need further info. If any of last month's charges are outstanding they'll also be displayed here, as will any bill credits we've added to your account.

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If you've just joined us or recently moved to a new house, you'll see your first month's package here.

You'll find details of your current services including any extras or active promotional offers that may be set to expire in the future (make a note of the expiry date). We've defined the billing period and laid out all the individual costs and overall charges for your first month. That way you know exactly what's what.

This will only show on your first bill. Next month you'll only be charged for your month in advance plus any usage outside of your inclusive plan.

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Why am I being charged a month in advance again?

You're billed a month in advance when you originally join us. When you leave your old home this is refunded and any remaining charges or credits are carried over to your new address. When you move to your new home, we take your payment a month in advance again.

This is where you'll find a breakdown of any usage charges that are not part of your inclusive plan since your last bill. These can be any movies you've purchased and watched, interactive services or games you've used, or any calls you've made outside of your inclusive call plan.



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Why is my bill higher than usual?

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

It could be that you've rented a movie On Demand, used an interactive service or made calls outside of your inclusive plan. If so, you'll find details of these in the 'Usage charges' section of your bill.

If you're being charged extra fees - e.g. a late payment charge - you'll find details of these in the 'Other fees, charges & credits' section of your bill.

Check this section for details of any adjustments, charges or credits that have been applied to your account. These could include a charge for receiving a paper bill, a one-off installation fee or any goodwill credit from us.



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Why does my first bill at my new home include previous month's charges?

Once your month in advance has been refunded, other charges may still need to be paid. This could be for phone calls you've made or an On Demand TV service you've used. These charges will be transferred to your new address.

When you move home, to make things simple we'll attempt to move any outstanding balance or credit from your old account over to your new account.

Why am I being charged for last month?

These charges apply for any services you've used before your billing date. This is because your first bill period starts as soon as your new services are set up.

Why do I have a charge for installation on my first bill?

This is for the installation or set up of your services, which would have been detailed before you signed up or moved home. A breakdown of these charges will appear under the 'Other fees, charges & credits' section of your bill.

If you have just joined us or you've recently moved to a new house, your first bill may cover two months of service charges. The second month is shown here.

This will only show on your first bill. Next month you'll only be charged for your month in advance plus any usage outside of your inclusive plan.

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Why is my first bill at my new address higher than expected?

That's because we charge for your 'first month's package' and 'next month's package' together on the first bill. Don't worry, this only happens when you join or move home - your bill settles down after that.

Frequently asked questions

It depends on your payment method. If you pay by Direct Debit, payment will be taken on the date shown on your bill and be applied to your account. If you pay by credit or debit card, it can take up to 12 hours. Payments made on a bank holiday won't reach us until the following working day.

Other payment methods...

Cash - Up to five working days (or 10 if you pay through your bank)
Internet banking / Bank transfers - Up to five working days
Cheque - Up to seven working days
Post Office - Up to 14 days (this is the slowest way to pay)

The date shown on your bill is when we'll attempt to take your Direct Debit payment. If there is a problem with this payment it may take up to three days for the bank to tell us and for us to update your account.

If your payment is late or received after we've created your next bill, you will receive a late payment charge of £10.

This includes all of the services that you have signed up for plus any equipment and/or features that you may have added.

Check the 'Your package' section of your bill for more details.

Your account number is linked to your home address, so if you change address your account number changes too. Each area of the country has its own reference number, so again if you move to another area, you'll have a new reference number.

Want to switch to eBilling or setup a Direct Debit? Manage your bills today.

This section gives you a brief overview of all the important dates and charges relating to your bill, including the period you're being billed for, a breakdown of what you're being charged, and the total amount due. The cost of any changes you make to your services will also show here, under 'Last month's changes total'.

If you don't pay your bill by Direct Debit, you can make a payment from this section.

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Why has my bill date changed?

The date we send your bill depends on a couple of things; where you live, and when your services were installed. If you've recently moved, your new installation date and where you live could result in your bills being produced on a different day.

Why have I been refunded?

Your services are billed in advance so if you're leaving Virgin Media and your services have been disconnected, we'll refund you anything you've paid for but not used.

Here's where you'll find details of last month's bill and any payments made. A link to the full bill is provided if you need further info. If any of last month's charges are outstanding they'll also be displayed here, as will any bill credits we've added to your account.

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I've already paid, so why does my bill show an amount owed from my last bill?

Sometimes a payment doesn't reach us in time to show up on your latest bill. Take a look at this month's 'Bill Date' at the top of the first page; this is when it was generated. If you paid your last bill after or just before this date, the payment won't have been recorded in time. Don't worry though, it'll show up on next month's bill. Please take note of the Payment Due Date on your bill, as this will ensure that your payment will reach us in time.

This section provides a breakdown of charges for an active bundle together with any promotional offers and/or additional services that have been added to your package. We've totted up the total cost at the bottom, which is also reflected in your 'Bill summary'.

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What makes up my Package, Bundle or Collection?

This includes all of the services that you have signed up for plus any extra equipment, add-ons or features that you've added.

Check the 'Your package' section of your bill for details.

This is where you'll find a breakdown of any usage charges that are not part of your inclusive plan since your last bill. These can be any movies you've purchased and watched, interactive services or games you've used, or any calls you made outside of your inclusive call plan.

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Why is my bill higher than usual?

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

It could be that you've rented a movie On Demand, used an interactive service or made calls outside of your inclusive plan. If so, you'll find details of these in the 'Usage charges' section of your bill. It's also possible that an offer you took up when you joined has finished and therefore the discount is no longer in effect.

If you're being charged extra fees - e.g. a late payment charge - you'll find details of these in the 'Other fees, charges & credits' section of your bill.

Why is my bill so different each month?

Your bill can be made up of several different charges. The first is for your package or bundle, which consists of core services like Virgin TV, broadband and home phone, as well optional extras like Sky Cinema or Sky Sports. The total charge for these will be consistent each month unless you make a change - e.g. adding or removing a service.

The main reason your bill could differ month to month would be usage based charges such as movie rentals, interactive services, or calls made outside of your inclusive call plan.

Because we don't know what you're about to use, these can't be included in your fixed costs, which you pay for in advance. Therefore each bill will include any usage charges you've generated since your last bill.

I have a call on my bill that I don't think I made. What can I do?

It may just be a one-off call to a number you don't normally ring, such as a utility or insurance company. If it's a premium rate number, you can check who it belongs to on the Phonepay Plus website, which regulates these types of services.

Check this section for details of any adjustments, charges or credits that have been applied to your account. These could include a charge for receiving a paper bill, a one-off installation fee or any good will credit from us.

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If you've recently made a change to your bundle, such as adding or removing a service, the individual services will be listed here together with the overall adjustment charge and / or credit. These will only appear once and next month your bill will go back to normal, as long as you don't make any more changes.

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How will adding or removing services affect my bill?

If you change any of your services, we'll adjust your bill so that you only pay for the days those services are active.

If you remove a service, any days that have been paid for in advance but not used will be returned to you in the form of a partial credit. Likewise, if you add a service, we'll charge you from the day that service is activated up until the start of your next billing period.

If you're changing your package (going up or down), you will see a mixture of partial charges and credits.

Your changes will be grouped into 'Added' and 'Removed' and appear within the Last month's changes section of your bill.

My final bill says a Direct Debit will be taken. So why did you tell me any remaining charges will be transferred to my new account?

If you're moving, we'll do our best to move charges from your old account onto your new account, however, sometimes it isn't possible. Where it isn't possible, you'll receive a final bill for your old account and a first bill for your new account. Please don't cancel any Direct Debit instructions; we'll take care of that to ensure you don't miss any payments.
I had a discount applied to my account but on my final bill it appears as a charge rather than a credit.

We bill you for services in advance and we apply credits in the same way. So when we prepare your final bill all charges and credits are reversed.

So any services that have been billed and paid for in advance will be credited and likewise any discounts that have been applied but not used will be corrected in line with the date your service was disconnected.

Frequently asked questions

It depends on your payment method. If you pay by Direct Debit, payment will be taken on the date shown on your bill and be applied to your account. If you pay by credit or debit card, it can take up to 12 hours. Payments made on a bank holiday won't reach us until the following working day.

Other payment methods...

Cash - Up to five working days (or 10 if you pay through your bank)
Internet banking / Bank transfers - Up to five working days
Cheque - Up to seven working days
Post Office - Up to 14 days (this is the slowest way to pay)

The date shown on your bill is when we'll attempt to take your Direct Debit payment. If there is a problem with this payment it may take up to three days for the bank to tell us and for us to update your account.

If your payment is late or received after we've created your next bill, you will receive a late payment charge of £10.

This includes all of the services that you have signed up for plus any equipment and/or features that you may have added.

Check the 'Your package' section of your bill for more details.

Your account number is linked to your home address, so if you change address your account number changes too. Each area of the country has its own reference number, so again if you move to another area, you'll have a new reference number.

This section gives you a brief overview of all the important dates and charges relating to your bill, including the period you're being billed for, a breakdown of what you're being charged, and the total amount due. The cost of any changes you make to your services will also show here, under 'Last month's changes total'.

If you don't pay your bill by Direct Debit, you can make a payment from this section.

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Why has my bill date changed?

The date we send your bill depends on a couple of things; where you live, and when your services were installed. If you've recently moved, your new installation date and where you live could result in your bills being produced on a different day.

Why have I been refunded?

As your services are billed in advance, we'll refund you anything you've paid for but not used once your services have been disconnected

Here's where you'll find details of last month's bill and any payments made. A link to the full bill is provided if you need further info. If any of last month's charges are outstanding they'll also be displayed here, as will any bill credits we've added to your account.

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I've already paid, so why does my bill show an amount owed from my last bill?

Sometimes a payment doesn't reach us in time to show up on your latest bill. Take a look at this month's 'Bill Date' at the top of the first page; this is when it was generated. If you paid your last bill after or just before this date, the payment won't have been recorded in time. Don't worry though, it'll show up on next month's bill. Please take note of the Payment Due Date on your bill, as this will ensure that your payment will reach us in time.

Check this section for details of any adjustments, charges or credits that have been applied to your account. These could include a charge for receiving a paper bill, a one-off installation fee or any good will credit from us.

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If you've recently made a change to your bundle, such as adding or removing a service, the individual services will be listed here together with the overall adjustment charge and / or credit.

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How will adding or removing services affect my bill?

If you change any of your services, we'll adjust your bill so that you only pay for the days those services are active.

If you remove a service, any days that have been paid for in advance but not used will be returned to you in the form of a partial credit.

If you changed your package since last month (going up or down), you will see a mixture of partial charges and credits.

Your changes will be grouped into 'Added' and 'Removed' and appear within the Last month's changes section of your bill.

I had a discount applied to my account but on my final bill it appears as a charge rather than a credit.

We bill you for services in advance and we apply credits in the same way. So when we prepare your final bill all charges and credits are reversed.

So any services that have been billed and paid for in advance will be credited and likewise any discounts that have been applied but not used will be corrected in line with the date your service was disconnected.