Have your say - payment due for balance reminders

Virgin Media Staff

We're always looking for ways to improve how we communicate with you on the things you find important. We'd love to hear what you think about our proactive communications for payment for due balance reminders. We'll run you through what you can expect below, and then there's a short survey where you can share your impressions and feedback with us.

Life is hectic and sometimes things slip through the net. If that happens, and you haven't made a payment to us, we want to let you know before it becomes overdue so you don't have any interruption to your services.

Here's a quick run down of what to expect

1. Your usual payment has passed

This month's bill has been sent and your payment date has passed but we haven't received a payment yet

2. Proactive SMS

Around 5 days before your new bill becomes available we'll send you an SMS as a gentle reminder we haven't received this months payment and let you know the easiest way to pay...

3. Channel of choice

... you can make a payment through your channel of choice

4. You're back on track

After you've made your payment, you'll get your payment receipt and that's it!

Complete survey

Joining in

I received an email informing me that my bill was now ready - that was `March 2020. I didnt get one in April, May or June and July(yet). I should say that because they have had an old email address previously, the ebill only started in March 2020. However, I always get the reminder telling me that I have not paid and that I have been charged due to this. I get the reminder every month since April 2020 but not the actual ebill when it becomes due.I have never, ever, received a text from Virgin even though my mobile hasnt changed for 8 years! When I have paid via autopayment I have never received a receipt either - Why? 

This message is not about me having to pay the extra - its about virgin not sending ebills on time. I dont receive any in the post either. So no ebilll, no posted bill, no text to my mobile-  nothing.

You have my email and mobile so whats the problem. 

I can't charge virgin 7.50 for not emailing/posting or texting me my bill when due -  can I?