Understanding your bill

Want to know more about your bill? Just choose your type of bill, then pick one of the questions below.


3. Select your question or Select the section of the bill

What is a billing period?

A billing period is the length of time that your bill covers. It has a start and end date. For example, from 10th August to the 9th of September.

We’ll look at how you’ve used your phone during this period and calculate your bill based on that. Sometimes you'll see 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.

Don’t forget, the day your billing period starts may be different to the day we add your airtime allowance. In that scenario your airtime allowance can span two billing periods.

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

You must be set up to pay by direct debit but you do have the option to settle your bill by a card payment 3 days before the direct debit is collected.

Paying by Direct Debit means your payment shows on your account instantly. Payments by debit or credit card are also immediate, here’s the lowdown for each one:

Direct Debit – The ‘balance’ is automatically debited from your bank account on, or immediately after, the date that’s on your bill. And your Virgin Media account is updated right away.

Credit and Debit Cards – Successful card payments instantly reach your Virgin Mobile account. To make a payment by card, call 789 from your Virgin Mobile to use our automated payment service

What is an allowance?

Your allowance is how many inclusive minutes, texts or data are included in your tariff. It’s easy to keep track of what you’ve got or how much you’re using.

Keep an eye on your account by logging into Your Account at virginmobile.co.uk/youraccount.

Alternatively if you have an internet enabled phone visit m.virginmedia.com/account to access your account details. Or, just text ACCOUNT to 80150 and we'll send you a link. Have an Android phone? Then try our great My Account App just visit the Google Play store and select 'Virgin Media Manage' to download

What are “Other charges”?

These are costs which are not directly related to your mobile use. We’ll always let you know exactly why we’ve added them through a note on your bill. It could be a charge for receiving your bill by paper or if you’ve not quite paid last month’s bill in full, it could be a balance you’ve carried forward.

What’s a Premium rate call?

There are many types of services covered by premium rate calls. It could be calls to a directory enquiry service or a range of specialist services.

Mobile Short Dial Codes

These are numbers you can call from a UK mobile for a fixed price. (The Voice UK normally charges 25p to vote for a contestant, for example.)

These numbers are shorter than a typical telephone number (usually between 5 to 7 digits). If you dial one of these there is normally an automated message confirming your vote.

Calling a premium rate phone number from a mobile is generally more expensive than calling from a landline.

Check the number terms before you dial for details of the charges.

What are International calls?

International calls are calls made to a dialing code that is not the UK +44. These calls are made from the UK and can be to any where in the world.

How is mobile internet use charged and what do I pay for?

Whenever you use the internet on your phone you use data – whether it's browsing the web, sending an email, or watching a TV programme on BBC iPlayer. If you have a data allowance, it’s easy to use it up quickly if you do things like streaming music or HD videos. To save your data for when you really need it, connect to WiFi whenever you can.

Your bill will only show one data charge per day, we won't list every time you visit the web.

Android users can download our free WiFi App at www.virginmedia.com/wifiapp

Why do I have charges for more than one text at the same time and picture messages?

Each text is 160 characters long (including spaces). If your text message is longer your phone will send the text as multiple messages sent together or register as a picture message, depending on the handset.

Also, if you send a text to more than one person, you’ll be charged for each text, even if they’re identical and you send them at the same time.

What is a credit limit?

When you join Virgin Media, we may apply a credit limit to your account. This is based on the results of your credit check and the services you have with us. Having a credit limit means it’s easier to stay in control of what you’re spending. We’ll always do our best to let you know when you’re near your credit limit and if you exceed it. Your limit can change over time and you'll see it on your bill.

What are roaming costs?

When you use your phone abroad, the cost of making and receiving calls, sending texts and using data are different to those in the UK. These aren’t part of your monthly allowance either. If you’d used your phone abroad, you’ll see the costs listed here.

Bear in mind that there can be a delay in the cost of using your phone abroad appearing on your bill – that’s because this information is passed to us by our partner networks around the world.

Charges depend on where you are so don’t forget to check online before you travel.

What are premium texts?

A premium text is a message that is charged at a higher rate than standard text messages, often provided by a third party.

You might use a premium text to vote in a TV show like X Factor or enter a competition to win a prize. It’s a great way to get involved in your favourite shows but there is usually a charge for sending them.

You may also be charged for:

Subscription services

With these you could ‘opt in’ to receive regular content on your mobile, like ringtones or news alerts. You’ll be regularly billed until you unsubscribe.

If you would like them to stop text ‘STOP’ or ‘STOP ALL’ to the shortcode you’ve been getting the texts from.

Where can I see when my payment will be taken?

Its normally at the bottom right of the first page. Your bill will always tell you when the Direct Debit will be collected from your bank. If you have selected the eBill option we'll send you an email or SMS letting you know how much the direct debit will be and when it'll be collected. You will always get this at least 5 working days before any money is collected.

What is a billing period?

A billing period is the length of time that your bill covers. It has a start and end date. For example, from 10th August to the 9th of September.

We’ll look at how you’ve used your phone during this period and calculate your bill based on that. Sometimes you'll see 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.

Don’t forget, the day your billing period starts may be different to the day we add your airtime allowance. In that scenario your airtime allowance can span two billing periods.

Why does my bill show amount still owing?

This is a balance that was left over from the previous month. It could be a debit or a credit.

  • If there is a credit on your account we will have used this to reduce your current bill – there may even be nothing to pay this month. The credit will carry over to future bills until it’s all used up. Lucky you!

Why is my bill higher than expected?

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

  • A promotion may have finished, like a discount on your tariff.

  • Perhaps you’ve ordered a new phone or accessories in the past month.

  • Maybe you’ve made calls while you were abroad, or called international numbers.

  • You may have gone over the minutes, texts or data included in your tariff.

  • You may have changed your tariff part way through the month.

  • You can keep track of what you’re spending in Your Account or via the My Account app on your iPhone or Android smartphone.

Keep an eye on your account by logging into Your Account at virginmobile.co.uk/youraccount. Alternatively if you have an internet enabled phone visit m.virginmedia.com/account to access your account details. Or, just text ACCOUNT to 80150 and we'll send you a link. Have an Android phone? Then try our great My Account App just visit the Google Play store and select 'Virgin Media Manage' to download

What is an allowance?

Your allowance is how many inclusive minutes, texts or data are included in your tariff. It’s easy to keep track of what you’ve got or how much you’re using.

Keep an eye on your account by logging into Your Account at virginmobile.co.uk/youraccount.

Alternatively if you have an internet enabled phone visit m.virginmedia.com/account to access your account details. Or, just text ACCOUNT to 80150 and we'll send you a link. Have an Android phone? Then try our great My Account App just visit the Google Play store and select 'Virgin Media Manage' to download

What are “Other charges”?

These are costs which are not directly related to your mobile use. We’ll always let you know exactly why we’ve added them through a note on your bill. It could be a charge for receiving your bill by paper or if you’ve not quite paid last month’s bill in full, it could be a balance you’ve carried forward.

What’s a premium rate call?

There are many types of services covered by premium rate calls. It could be calls to a directory enquiry service or a range of specialist services.

Mobile Short Dial Codes

These are numbers you can call from a UK mobile for a fixed price. (The Voice UK normally charges 25p to vote for a contestant, for example.)

These numbers are shorter than a typical telephone number (usually between 5 to 7 digits). If you dial one of these there is normally an automated message confirming your vote.

Calling a premium rate phone number from a mobile is generally more expensive than calling from a landline.

Check the number terms before you dial for details of the charges.

What are International calls?

International calls are calls made to a dialing code that is not the UK +44. These calls are made from the UK and can be to any where in the world.

How is mobile internet use charged and what do I pay for?

Whenever you use the internet on your phone you use data – whether it's browsing the web, sending an email, or watching a TV programme on BBC iPlayer. If you have a data allowance, it’s easy to use it up quickly if you do things like streaming music or HD videos. To save your data for when you really need it, connect to WiFi whenever you can.

Your bill will only show one data charge per day, we won't list every time you visit the web.

Android users can download our free WiFi App at www.virginmedia.com/wifiapp

Why do I have charges for more than one text at the same time and picture messages?

Each text is 160 characters long (including spaces). If your text message is longer your phone will send the text as multiple messages sent together or register as a picture message, depending on the handset.

Also, if you send a text to more than one person, you’ll be charged for each text, even if they’re identical and you send them at the same time.

What are roaming costs?

When you use your phone abroad, the cost of making and receiving calls, sending texts and using data are different to those in the UK. These aren’t part of your monthly allowance either. If you’d used your phone abroad, you’ll see the costs listed here.

Bear in mind that there can be a delay in the cost of using your phone abroad appearing on your bill – that’s because this information is passed to us by our partner networks around the world.

Charges depend on where you are so don’t forget to check online before you travel.

What are premium texts?

A premium text is a message that is charged at a higher rate than standard text messages, often provided by a third party.

You might use a premium text to vote in a TV show like X Factor or enter a competition to win a prize. It’s a great way to get involved in your favourite shows but there is usually a charge for sending them.

You may also be charged for:

Subscription services

With these you could ‘opt in’ to receive regular content on your mobile, like ringtones or news alerts. You’ll be regularly billed until you unsubscribe.

If you would like them to stop text ‘STOP’ or ‘STOP ALL’ to the shortcode you’ve been getting the texts from.

Why have I been charged for excess use when my bill shows fewer calls or texts than my allowance?

If your allowance refresh takes place before your bill date, then your bill will show use from more than one allowance period. Your bill may therefore show fewer calls or texts than you actually used in the allowance period.

You can see the dates of both your bill and your allowance period on your bill under the “What your bill covers” heading on the “Total amount” tab

Where can I see when my payment will be taken?

Its normally at the bottom right of the first page. Your bill will always tell you when the Direct Debit will be collected from your bank. If you have selected the eBill option we'll send you an email or SMS letting you know how much the direct debit will be and when it'll be collected. You will always get this at least 5 working days before any money is collected.

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.

back to top