Understanding your bill

Manage your account: Go to My Virgin Media
3. Select your question or Select the section of the bill

Why is my first bill higher than expected?

That’s because we charge for your ‘First month’s package’ and ‘Next month’s package’ together on the first bill. This only happens when you join. Your bill settles down after that.

You may also have one-off charges, such as installation fees. These appear in the ‘Other fees, charges & credits’ section of your bill.

Finally, you may have charges for services you’ve used, such as Movies on Demand. These will appear on your bill under ‘Usage charges’.

What is a billing period?

This is the length of time that your package charge covers. As you’ve just joined us, the billing period on your first bill will be longer as it covers your first month’s package and the next month.

It won’t cover usage charges such as Movies On Demand, or phone calls outside of your talk package.

What makes up my Package or Collection?

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?

How long does it take for payments to appear on my account?

This depends on your payment method. For example, paying by Direct Debit means your payment shows on your account instantly, but paying by credit or debit card can take up to 12 hours.

Here’s the lowdown for each one:

  • Direct Debit – The ‘amount due’ is automatically debited from your bank account on, or immediately after, the date that’s on your bill. And your Virgin Media account is instantly updated
  • Credit and Debit Cards – Successful card payments can take up to 12 hours to reach your Virgin Media account
  • Cash – up to 5 working days (or 10 if you pay through your bank)
  • Internet banking/Bank transfers – up to 5 working days
  • Cheque – up to 7 working days.

You can also pay in a Post Office but as it’s the slowest way to pay, we wouldn’t recommend it. It can take up to 14 days to reach us. And if your payment’s late, you may be charged a late payment fee.

Please note - if you make a payment on a bank holiday, we won't receive it until the following working day.

My regular bill is higher than usual, why?

Here are the possible reasons:

  • Someone in your home may have used services, such as Movies on Demand, without letting you know (check under ‘Usage charges’ on your bill)
  • An offer you took up when you joined, has finished
  • You’ve added a service. It can take up to 2 months for this to appear on your bill
  • You might have been charged for late payment.

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 next bill. Take a look at your bill and you’ll notice the date at the top, which is the date we produce it. If you paid your bill after that date, or just before it, your payment won’t show up. Don’t worry though, it’ll be on your next month’s bill.

How long does it take for payments to appear on my account?

This depends on your payment method. For example, paying by Direct Debit means your payment shows on your account instantly, but paying by credit or debit card can take up to 12 hours.

Here’s the lowdown for each one:

  • Direct Debit – The ‘amount due’ is automatically debited from your bank account on, or immediately after, the date that’s on your bill. And your Virgin Media account is instantly updated
  • Credit and Debit Cards – Successful card payments can take up to 12 hours to reach your Virgin Media account
  • Cash – up to 5 working days (or 10 if you pay through your bank)
  • Internet banking/Bank transfers – up to 5 working days
  • Cheque – up to 7 working days.

You can also pay in a Post Office but as it’s the slowest way to pay, we wouldn’t recommend it. It can take up to 14 days to reach us. And if your payment’s late, you may be charged a late payment fee.

Please note - if you make a payment on a bank holiday, we won't receive it until the following working day.

What makes up my Package or Collection?

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?

What is a billing period?

This is the length of time that your package charge covers (usually a month). It won’t cover usage charges such as Movies On Demand, or phone calls outside of your talk package.

Why is my bill so different each month?

There are 4 types of charge that can make up your bill.

  • Your bundle or Collection charge. These are your core services, which are Virgin TV, Virgin Broadband and Virgin Home Phone, plus any extra features or set top boxes
  • Premium add-on service charge, such as Sky Movies and Sky Sports
  • Usage charges for services such as Movies On Demand, or phone calls outside of your talk package
  • One-off charges added to your bill, just for that month

Unless you make a change to your bundle or Collection, or Premium Add-on services these charges will be consistent each month. Usage charges are likely to vary from month to month. For example, you may have selected 2 Movies on Demand to watch last month and 10 this month, so this is the reason that your bill is higher this month.

Why is my bill so different each month?

There are 4 types of charge that can make up your bill.

  • Your bundle or Collection charge. These are your core services, which are Virgin TV, Virgin Broadband and Virgin Home Phone, plus any extra features or set top boxes
  • Premium add-on service charge, such as Sky Movies and Sky Sports
  • Usage charges for services such as Movies On Demand, or phone calls outside of your talk package
  • One-off charges added to your bill, just for that month

Unless you make a change to your bundle or Collection, or Premium Add-on services these charges will be consistent each month. Usage charges are likely to vary from month to month. For example, you may have selected 2 Movies on Demand to watch last month and 10 this month, so this is the reason that your bill is higher this month.

How does it work when I add or remove services?

If you change any of your services, we’ll adjust your bill so that you only pay for the days you have these services. So, for example, an upgrade of Virgin TV on November 3rd is shown. There is a credit for the days when the old service is removed and a charge for the days the new service has been added. Only the total for the credits and charges is given and shown as ‘Changes to Bundle total’.

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 next bill. Take a look at your bill and you’ll notice the date at the top, which is the date we produce it. If you paid your bill after that date, or just before it, your payment won’t show up. Don’t worry though, it’ll be on your next month’s bill.

What is a billing period?

This is the length of time that your package charge covers (usually a month). It won’t cover usage charges such as Movies On Demand, or phone calls outside of your talk package.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?

What makes up my Package or Collection?

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

How to use the Bill Explainer

Want to know more about your bill?
Simply follow the steps above and you'll be on your way to find the answers you need.

Having trouble understanding your bill?

If you're looking at your post bill, pick out the type that troubles you and we'll explain it as best we can:

First Bill
Change of Service
Standard Bill
Moving Home
Final Bill
Back

First Bill

Questions:
Why is my first bill higher than expected?
What is a billing period?
What makes up my Package or Collection?
I have a call on my bill that I don't think I made. What can I do?
How long does it take for payments to appear on my account?
Back
Why is my first bill higher than expected?
Answer:

That’s because we charge for your ‘First month’s package’ and ‘Next month’s package’ together on the first bill. This only happens when you join. Your bill settles down after that.

You may also have one-off charges, such as installation fees. These appear in the ‘Other fees, charges & credits’ section of your bill.

Finally, you may have charges for services you’ve used, such as Movies on Demand. These will appear on your bill under ‘Usage charges’.

What is a billing period?
Back
What is a billing period?
Answer:

This is the length of time that your package charge covers. As you’ve just joined us, the billing period on your first bill will be longer as it covers your first month’s package and the next month.

It won’t cover usage charges such as Movies On Demand, or phone calls outside of your talk package.

What makes up my Package or Collection?
Back
What makes up my Package or Collection?
Answer:

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?
How long does it take for payments to appear on my account?
Back
How long does it take for payments to appear on my account?
Answer:

This depends on your payment method. For example, paying by Direct Debit means your payment shows on your account instantly, but paying by credit or debit card can take up to 12 hours.

Here’s the lowdown for each one:

  • Direct Debit – The ‘amount due’ is automatically debited from your bank account on, or immediately after, the date that’s on your bill. And your Virgin Media account is instantly updated
  • Credit and Debit Cards – Successful card payments can take up to 12 hours to reach your Virgin Media account
  • Cash – up to 5 working days (or 10 if you pay through your bank)
  • Internet banking/Bank transfers – up to 5 working days
  • Cheque – up to 7 working days

You can also pay in a Post Office but as it’s the slowest way to pay, we wouldn’t recommend it. It can take up to 14 days to reach us. And if your payment’s late, you may be charged a late payment fee.

Please note - if you make a payment on a bank holiday, we won't receive it until the following working day.

Back

Change of Service

Questions:
I've already paid, so why does my bill show an amount owed from my last bill?
What is a billing period?
How does it work when I add or remove services?
What makes up my Package or Collection?
Why is my bill so different each month?
I have a call on my bill that I don't think I made. What can I do?
Back
I've already paid, so why does my bill show an amount owed from my last bill?
Answer:

Sometimes a payment doesn’t reach us in time to show up on your next bill. Take a look at your bill and you’ll notice the date at the top, which is the date we produce it. If you paid your bill after that date, or just before it, your payment won’t show up. Don’t worry though, it’ll be on your next month’s bill.

What is a billing period?
Back
What is a billing period?
Answer:

This is the length of time that your package charge covers (usually a month). It won't cover usage charges such as Movies On Demand, or phone calls outside of your talk package.

How does it work when I add or remove services?
Back
How does it work when I add or remove services?
Answer:

If you change any of your services, we’ll adjust your bill so that you only pay for the days you have these services. So, for example, an upgrade of Virgin TV on November 3rd is shown. There is a credit for the days when the old service is removed and a charge for the days the new service has been added. Only the total for the credits and charges is given and shown as ‘Changes to Bundle total’.

What makes up my Package or Collection?
Back
What makes up my Package or Collection?
Answer:

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

Why is my bill so different each month?
Back
Why is my bill so different each month?
Answer:

There are 4 types of charge that can make up your bill.

  • Your bundle or Collection charge. These are your core services, which are Virgin TV, Virgin Broadband and Virgin Home Phone, plus any extra features or set top boxes
  • Premium add-on service charge, such as Sky Movies and Sky Sports
  • Usage charges for services such as Movies On Demand, or phone calls outside of your talk package
  • One-off charges added to your bill, just for that month

Unless you make a change to your bundle or Collection, or Premium Add-on services these charges will be consistent each month. Usage charges are likely to vary from month to month. For example, you may have selected 2 Movies on Demand to watch last month and 10 this month, so this is the reason that your bill is higher this month.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?
Back

Standard Bill

Questions:
My regular bill is higher than usual, why?
What is a billing period?
How long does it take for payments to appear on my account?
What makes up my Package or Collection?
Why is my bill so different each month?
I've already paid, so why does my bill show an amount owed from my last bill?
I have a call on my bill that I don't think I made. What can I do?
Back
My regular bill is higher than usual, why?
Answer:

Here are the possible reasons:

  • Someone in your home may have used services, such as Movies on Demand, without letting you know (check under ‘Usage charges’ on your bill)
  • An offer you took up when you joined, has finished
  • You’ve added a service. It can take up to 2 months for this to appear on your bill
  • You might have been charged for late payment.
What is a billing period?
Back
What is a billing period?
Answer:

This is the length of time that your package charge covers (usually a month). It won't cover usage charges such as Movies On Demand, or phone calls outside of your talk package

How long does it take for payments to appear on my account?
Back
How long does it take for payments to appear on my account?
Answer:

This depends on your payment method. For example, paying by Direct Debit means your payment shows on your account instantly, but paying by credit or debit card can take up to 12 hours.

Here’s the lowdown for each one:

  • Direct Debit – The ‘amount due’ is automatically debited from your bank account on, or immediately after, the date that’s on your bill. And your Virgin Media account is instantly updated
  • Credit and Debit Cards – Successful card payments can take up to 12 hours to reach your Virgin Media account
  • Cash – up to 5 working days (or 10 if you pay through your bank)
  • Internet banking/Bank transfers – up to 5 working days
  • Cheque – up to 7 working days

You can also pay in a Post Office but as it’s the slowest way to pay, we wouldn’t recommend it. It can take up to 14 days to reach us. And if your payment’s late, you may be charged a late payment fee.

Please note - if you make a payment on a bank holiday, we won't receive it until the following working day.

What makes up my Package or Collection?
Back
What makes up my Package or Collection?
Answer:

Your Package contains your core bundle or Collection of services. Depending on what you ordered this will be Virgin TV, Virgin Broadband and Virgin Home Phone. Premium add-on services such as Sky Movies can also be part of your package.

Why is my bill so different each month?
Back
Why is my bill so different each month?
Answer:

There are 4 types of charge that can make up your bill.

  • Your bundle or Collection charge. These are your core services, which are Virgin TV, Virgin Broadband and Virgin Home Phone, plus any extra features or set top boxes
  • Premium add-on service charge, such as Sky Movies and Sky Sports
  • Usage charges for services such as Movies On Demand, or phone calls outside of your talk package
  • One-off charges added to your bill, just for that month

Unless you make a change to your bundle or Collection, or Premium Add-on services these charges will be consistent each month. Usage charges are likely to vary from month to month. For example, you may have selected 2 Movies on Demand to watch last month and 10 this month, so this is the reason that your bill is higher this month.

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

Sometimes a payment doesn’t reach us in time to show up on your next bill. Take a look at your bill and you’ll notice the date at the top, which is the date we produce it. If you paid your bill after that date, or just before it, your payment won’t show up. Don’t worry though, it’ll be on your next month’s bill.

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

We’ve all done it – opened a bill and thought, “I didn’t call that number!” In many cases, there’s a simple answer. It may just be a one-off call to a person or company you don’t normally ring. For example:

  • Did you call a utility or insurance company? This might be the case if it’s a number starting 0845 or 0870.
  • Did you enter any competitions on TV? If it’s a premium rate number, you can check who it belongs to on the PhonepayPlus website. They’re the people who regulate these numbers.
  • If it’s not any of these, is it possible that someone else in your home made the call?
Back

Moving Home

Closing Bill
First Bill at new address
Back

Closing Bill

Questions:
Why have I been refunded?
Why have I received more than one bill in a month?
Why are there charges on my bill when I’ve been refunded my month in advance?
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?
I had a discount applied to my account but on my final bill it appears as a charge rather than a credit.
Back
Why have I been refunded?
Answer:

We’ve refunded anything you’ve paid us for services past your disconnection date.

Why have I received more than one bill in a month?
Back
Why have I received more than one bill in a month?
Answer:

We may send you more than one bill when you move home. One is for your old home and the other is for your new home. We’ll also send you a final bill a couple of days after your old home is disconnected.

Why are there charges on my bill when I’ve been refunded my month in advance?
Back
Why are there charges on my bill when I’ve been refunded my month in advance?
Answer:

Once your month in advance has been refunded to you, there may be other charges that still need to be paid.

This could be for phone calls you’ve made or on demand TV services. These charges will be transferred to your new address.

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?
Back
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?
Answer:

Unfortunately, we didn’t know this was your final bill when it was printed. But don’t worry, the Direct Debit won’t be taken and as promised, the balance will be transferred over to your new address.

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

We bill you for your services in advance and we apply credits in the same way. So when we prepare your final account statement, all charges and credits are refunded. As this is a credit to you, before we can give you the discount we’ll need to apply the original charge.

Back

First Bill at new address

Questions:
I have just moved home, why has my Direct Debit date changed?
Why has my bill date changed?
Just received my bill and I have noticed that the account number is different?
I have noticed my area reference number has changed?
Why have I received more than one bill in a month?
Why do I have charges from last month when my old home has been disconnected?
Why am I being charged for last month?
Why am I being charged a month in advance again?
Why have my service charges changed?
Why do I have a moving charge on my bill?
Back
I have just moved home, why has my Direct Debit date changed?
Answer:

The date we take your Direct Debit payment depends on where you live. So if you’ve moved to a different area, we might take your Direct Debit on another day of the month.

Why has my bill date changed?
Back
Why has my bill date changed?
Answer:

The date we send your bill depends on where you live. If you’ve moved to a different area, we might send your bill to you on another day of the month.

Just received my bill and I have noticed that the account number is different?
Back
Just received my bill and I have noticed that the account number is different?
Answer:

The account number is linked to your installation address, so if you change address then your account number changes as well.

I have noticed my area reference number has changed?
Back
I have noticed my area reference number has changed?
Answer:

We give each area of the country a different reference number. If you’ve moved to another area, you’ll have a new reference number.

Why have I received more than one bill in a month?
Back
Why have I received more than one bill in a month?
Answer:

We may send you more than one bill when you move home. One is for your old home and the other is for your new home. We’ll also send you a final bill a couple of days after your old home is disconnected.

Why do I have charges from last month when my old home has been disconnected?
Back
Why do I have charges from last month when my old home has been disconnected?
Answer:

Once your month in advance has been refunded to you, there may be other charges that still need to be paid. This could be for phone calls you’ve made or on demand TV services. These charges will be transferred to your new address.

Why am I being charged for last month?
Back
Why am I being charged for last month?
Answer:

These charges apply for any services you’ve used before your billing date. This is because your first bill starts as soon as you’ve had your new services installed, not from the date the bill is produced.

Why am I being charged a month in advance again?
Back
Why am I being charged a month in advance again?
Answer:

You’re billed a month in advance when you originally join us. When you leave your old home, this is refunded to you and any remaining charges or credit is carried over to your new address.

When you move to your new home, we’ll take your payment a month in advance again.

Why have my service charges changed?
Back
Why have my service charges changed?
Answer:

When you move to a new home, you start a new contract with us. This is great news for you because you can take advantage of all our latest deals.

Why do I have a moving charge on my bill?
Back
Why do I have a moving charge on my bill?
Answer:

This small fee goes towards the cost of moving your services to your new address.

Back

Final Bill

Questions:
Why have I been refunded?
I had a discount applied to my account but on my final bill it appears as a charge rather than a credit.
Back
Why have I been refunded?
Answer:

We’ve refunded anything you’ve paid us for services past your disconnection date.

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

We bill you for your services in advance and we apply credits in the same way. So when we prepare your final account statement, all charges and credits are refunded. As this is a credit to you, before we can give you the discount we’ll need to apply the original charge.

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