Understanding your bill


My first bill is higher than I was expecting?

When your services are installed / activated you're assigned a billing cycle in our system. On average it can take 16 days to create your first bill, in which time you'll have been receiving services from us.

Your first month of service will start on your day of installation, and will cover 1 calendar month. This bill will cover your 1st calendar month (from your installation date), plus your month in advance.

From next month you'll only be bill for a standard month in advance.


Why do I have other charges?

When you first join us, we sometimes need to charge you for things like installation or activation. You will have been advised of any setup costs when you signed up, and those costs have been added to your account. 'One-off charges & credits' are one offs, and will only appear once

Bill date
Upfront top and centre is your bill date. This is the date your first bill was finalised, and the day we'll bill you each month going forward.

Your bill date will be different to your installation date, as that is when the charges on this bill started. You'll see that date and all related charges in the 'First month's package' section.

Amount due
The amount at the top of your bill is the total amount due this month. It includes all service and setup charges explained when you joined us.

Payment date
If you've chosen to pay by Direct Debit, this is the date we'll request payment from your bank or building society. If you've not opted to pay by Direct Debit, this is the date that your payment must reach us. You can find our payment options here

Bill timeline
To help you understand how your charges are applied, we've included a timeline. The red bar is for your first month from installation, the purple bar is the month in advance for the services you're about to receive. The blue bar and grey bars cover any additional costs due this month.

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Payment details
As this is your first bill you're unlikely to see anything carried from a previous bill. However, if you've made an upfront payment or transferred your account as part of a house move, you may see those transactions listed here

Your next bill will list any payments you make against this bill.

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First month from installation
Your first month of service will start on your day of installation, and will cover 1 calendar month. We bill for services in advance, so these charges cover your 1st calendar month.

'First month's package' covers your standard monthly price, plus any discounts or offers. It's includes all services charges, personal picks add-ons, equipment and offers.

Your package / bundle price
All services included in your Virgin Media bundle will be grouped by product type and listed here. This price displayed is the full package price without any discounts or offers.

If you've added some personal picks to your bundle, we'll show you how much those extra's cost.

Promotions & discounts
When you join us, we may give you a promotional discount or special offer that reduces your monthly bundle price for a period of time.

Please take note of any expiry dates. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

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Next month's package
If your first bill includes both 'First month's package' and 'Next month’s package', this means that you’ve received a few weeks service before we finalised your first bill.

Your first month cover's you from your installation date for 1 calendar month. Your next month's package covers your month in advance, as we bill in advance.

Your package / bundle price
All services included in your Virgin Media bundle will be grouped by product type and listed here. The price displayed is the full package price without any discounts or offers.

If you've added some personal picks to your bundle, we'll show you how much those extra's cost.

Promotions & discounts
When you join us, we may give you a promotional discount or special offer that reduces your monthly bundle price for a period of time. The discount applied in this section applied to your month in advance.

Please take note of any expiry dates. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

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If you have purchased any movies or played any interactive games in the last month, you'll see those charges in this section. you'll also see any call charges that are outside of your Talk plan.

On demand charges
On demand charges include any movies, music or pay-per-view viewings. We'll show you a brief description of the item, the day ordered and the cost you would have been asked to confirm at the time of purchase.

Interactive games
Interactive games will have been played through the set top box, red button orders or TV voting.

Interactive game credits
Interactive game credits If you've been playing interactive games and won, congratulations! If you win under £10, we'll credit your winnings to your bill. Anything greater will be sent to you directly via cheque.

Call usage charges
Chargeable calls made outside of your phone package will be detailed. When your account was created you would have selected an itemisation level, the default is 50p. We will display the calls above and below that threshold in the itemised call breakdown section.

Also, as your calls are displayed exclusive of VAT, we'll list that charge separately.

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If on occasion we need to apply any charges or credits that are not directly linked to one of your service charges, we'll apply them within this section.

One-off charges & credits
When you first join us, we sometimes need to charge you for things like installation or activation. You will have been advised of any setup costs when you signed up, and those costs have been added to your account. 'One-off charges & credits' are one offs, and will only appear once.

Billing & payment fees
Payment Handling
Unless you pay by Direct Debit you may be charged a payment handling fee. Payment can also be made by cash, cheque, credit and debit card, but may be subject to this fee.

Paper Bills
Most of our customers receive their bills via eBilling. If you choose to receive a paper version of your bill, you will normally be charged a paper bill fee. To be able to receive an eBill, you need to provide us with a valid e-mail address.

If you require an alternative format bill, such as braille or audio, you will not be charged.

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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.



A promotional or special offer has ended?

When you join us, or when you agree to a new bundle, we may give you a promotional or special offer that reduces your monthly bundle price for a period of time. We show this price reduction on your contract and on your monthly bills. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

Any promotional or special offers you receive will show under the 'Promotional offers' section of your bill, and will show the date your offer is due to end. If the discount is no longer showing there, this means the offer has come to an end.

If you've recently changed your services, you'll notice that your next bill will include an adjustment, which is shown in the 'Package changes' section.


You've made a change to your services?

This is shown because we bill for your services in advance, so when a change is made we bill from the day the change took effect to the end of your advance billing period.

Bill date
Upfront top and centre is your bill date. This is the date your bill was finalised, and the day we'll bill you each month going forward.

Amount due
The amount at the top of your bill is the total amount due this month. It includes all advance charges for the next period, plus any chargeable usage since your last bill.

Payment date
If you've chosen to pay by Direct Debit, this is the date we'll request payment from your bank or building society. If you've not opted to pay by Direct Debit, this is the date that your payment must reach us. You can find our payment options here

Bill timeline
To help you understand how your charges are applied, we've included a timeline. The pink bar shows you the period your last bill covered, the purple bar is the month in advance for the services you’re about to receive. The blue and grey bars cover any additional costs due this month.

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Payment detail
Here's where you'll find details of last month's bill and any payments made against it.

If an amount is still outstanding when we finalised this bill, you may be charged a late payment charge. for more detail on our charges, please see our price guide

Payment not showing? -Sometimes a payment doesn't reach us in time to show up on your current bill. Check the date your bill was generated, if you paid on or just before this date, the payment won't have been recorded in time. If you paid at the bank or via cheque, it can take up to 14 days to clear and show on your account.

Don't worry, any payment made will show up on next month bill.

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Your package / bundle price
All services included in your Virgin Media bundle will be grouped by product type and listed here. The price displayed is the full package price without any discounts or offers

If you’ve added some personal picks to your bundle, we’ll show you how much those extra's cost.

Promotions & discounts
When you join us, we may give you a promotional discount or special offer that reduces your monthly bundle price for a period of time.

Please take note of any expiry dates. Once your offer ends, your bundle price will increase automatically to the normal monthly price for your services.

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If you have purchased any movies or played any interactive games in the last month, you'll see those charges in this section. You'll also see any call charges that are outside of your Talk plan.

On demand charges
On demand charges include any movies, music or pay-per-view viewings. We'll show you a brief description of the item, the day ordered and the cost you would have been asked to confirm at the time of purchase.

Interactive games
Interactive games will have been played through the set top box, red button orders or TV voting.

Interactive game credits
Interactive game credits If you’ve been playing interactive games and won, congratulations! If you win under £10, we'll credit your winnings to your bill. Anything greater will be sent to you directly via cheque.

Call usage charges
Chargeable calls made outside of your phone package will be detailed. When your account was created you would have selected an itemisation level, the default is 50p. We will display the calls above and below that threshold in the itemised call breakdown section.

Also, as your calls are displayed exclusive of VAT, we'll list that charge separately.

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One-off charges & credits
If we need to apply any charges or credits that are not directly linked to one of your service charges, we'll apply them here so you can see them all together in one place. If you receive a charge, it would commonly relate to things such as activation or setup. Credits are commonly used for things like adjustments or bill corrections.

Billing & payment fees
Payment Handling
Unless you pay by Direct Debit you may be charged a payment handling fee. Payment can also be made by cash, cheque, credit and debit card, but may be subject to this fee.

Paper Bills
Most of our customers receive their bills via eBilling. If you choose to receive a paper version of your bill, you will normally be charged a paper bill fee. To be able to receive an eBill, you need to provide us with a valid e-mail address.

If you require an alternative format bill, such as braille or audio, you will not be charged.

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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.