payments-faqs customers billing Virgin Media
If you pay by Direct Debit, you don’t pay our payment handling fee. But if you pay in any other way, Virgin Media Payments Ltd will charge you a separate payment handling fee of £5 per month for processing your payment. This is a separate service provided to you by Virgin Media Payments Ltd. There’s more about this in our terms and conditions
Direct Debit
As well as being the quickest way to pay, Direct Debit is also the cheapest. That’s because you don’t pay our £5 payment handling fee.
We’ll send your bill to you each month, 5 working days before we request the payment from your bank account. So you can check to make sure you’re happy with your bill before the payment is taken. And the Direct Debit guarantee promises you a full refund if we make a mistake.
How do I set up a Direct Debit?
Contact us and ask us to set this up for you.
Will I receive confirmation that my Direct Debit has been set up?
You will receive a confirmation letter within 3 working days of set up.
What date will my Direct Debit be taken?
Direct Debit payments will be collected from your bank account on or soon after the date shown on the front page of your bill.
How much notice do you give me before collecting a Direct Debit?
A minimum of 5 working days.
Can I choose or change my Direct Debit date or amount?
You can change the date of your Direct Debit. Remember, changing the date will alter the charges on your bill as your billing start and end dates will change. Contact us and let us know what date you would like your Direct Debit to be taken.
In certain circumstances it may be possible to change the amount of your Direct Debit. Again, Contact us and let us know what amount you would like this changed to and we will contact you to confirm whether this is possible.
Why has my Direct Debit been denied?
There are a number of possible reasons why your Direct Debit was denied, for example:
Refer to payer - there are insufficient funds for the Direct Debit to be taken from your bank account. Because the Direct Debit has been denied Virgin Media Payments Ltd can't present the bill to your bank again for payment. You will need to set up another Direct Debit.
Direct Debit cancelled - your Direct Debit has been cancelled and the bank will not allow Virgin Media Payments Ltd to collect money from your bank account. Remember, your bank may charge you if payment is denied.
eBills
Fancy getting paperless bills? With our eBill service, you can pick up your bills online, whenever and wherever you want.
Each month, we’ll send you an email to let you know your bill is ready. Simply log on to your account online and you can arrange pay your bill online by credit or debit card.
What’s more, you can see your bills for the last 6 months, too!
Debit or Credit cards
You can use any of these cards to pay your bill – Switch, Solo, Delta, Electron, Mastercard or Visa.
You can either make one-off payments using your card. Or to keep things easy, you can arrange for all future bills to paid using your card without needing to call us each month.* Here’s how to pay:
*For Mastercard, Visa Credit and Visa Debit cards only and where your card issuer permits this type of transaction.
Cash
Paying with cash? There are two easy ways to pay your bills:
Just so you know, it’ll take up to 5 working days for your payment to reach your Virgin Media account. And please don’t send cash to us through the post.
Cheque
Paying by cheque is simple – just follow these steps:
Just so you know, it’s important to make your cheque payable to Virgin Media Payments Ltd and send it to the address above – otherwise your payment might be delayed reaching your account.
Home Banking
You can pay via your internet or telephone banking service. To pay your Virgin Media bill by Internet banking, you will need to log on to your bank account via your Internet banking website. You will need to enter the following details, which can be found on the back of your bill:
Your payment reference number: a 14-digit number
The Virgin Media Payments Ltd bank account number: 23494314
The Virgin Media Payments Ltd sort code number: 20-13-42
It depends how you pay. For example, paying by Direct Debit means your payment shows on your account instantly. But paying by credit or debit card takes 2 working days.
We do not recommend that you pay at the post office, by standing order or secure homes, because payments made by this method can take up to 14 days to reach your Virgin Media account, which will result in a delay in your payment being processed by Virgin Media Payments Ltd.
Please note that if you make a payment on a bank holiday it will not be processed until the following working day.
Well, there are two choices:
You’ll find your ‘Payment due’ date on the first page of your bill. As long as your payment reaches us by then, that’s fine.
If your card issuer declines your payment, they don’t tell us why – we only know that it couldn’t be accepted this time. To find out why, you’ll need to contact your card provider directly.
We always ask you to make your payments by the ‘Payment due’ date on your bill. That’s because we may charge a £10 late payment fee if you don’t – and your services could be restricted. (That means your Virgin Phone can only make outgoing calls, apart from calls to the emergency services, your Virgin Broadband would be restricted, and your Virgin TV service would be reduced.) Just so you know, we’ll always try to contact you before making any restriction (usually in writing).
We’ll always try to do all we can to prevent this happening, and if you’re having difficulty paying your bills, we’re here to help. You can call us on 0845 454 1111.
Just so you know, it may take up to 24 hours for your services to be fully restored after paying an outstanding balance.
It may take up to 24 hours for your services to be restored – that’s from the date we receive your payment.
Just to remind you, payments don’t always reach us immediately. Here’s a reminder of how long it takes for each payment method to reach us.
