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Guide to your first Virgin Media bill

Virgin Media Staff

Video transcript
Hi there. Thanks again for choosing Virgin Media. Today I'll show you what your first bill, or your first bill since changing your service, looks like and I'll talk you through the charges or any credits it'll show. Like most service providers, we'll bill you for your services a month in advance. This only happens when you join us or change your services. From the next month, your bill will only cover the one month in advance. As an example, in this bill, your services were installed on 1st March, which is then the start date of any charges. Your first bill covers your first month of service and your advance month. This only happens in the first bill. After that, you'll only see the advance period. Your service charges with Virgin Media start on the date of your installation. Your payment due date will be calculated from the date your first bill is created. If you need to change this, no worries. Just contact our team, who will take care of this for you. If you've been charged any fees for installation or activation, then these will appear under the "Other fees, charges & credits" section on your bill. As part of your new package, you might have also signed up for a promotional discount with us. You'll find this information here, along with the expiry date of this discount. If this is your first bill after changing your services, then here you'll see any charges applied from the date the changes were made, and here any credits for services previously charged for, but not used. If you remove any products or services, then you'll also see a credit appear in the "Last month's changes" section. For Premium add-ons like Sky Movies or Sky Sports, you'll need to keep these for a minimum period of 30 days after you tell us you want to remove them. Outside of these charges, you might also be billed for services you've used, including call charges not included in your package or On Demand features. These will appear under the "Usage charges" section of your bill. If you've been charged for an item you don't immediately recognise, don't worry. Did you call a utility or insurance company? This might be the case if it's a service number or a number starting with 0845 or 0870. If it's not any of these, and if you still don't recognise the call, please do get in touch with us. We'll be happy to investigate it for you. The most convenient way to pay for your services is direct debit, where you'll receive your monthly bill one to two weeks before the direct-debit payment is requested. You can see this payment due date here. As this is an automated process, you won't need to do anything else. If you choose to pay by credit or debit card, you can do this by calling our dedicated payment line, or you can do both of these by registering or signing into myvirginmedia and selecting "My bills". Just so you know, payments take just two hours to appear on your account. If you've made a payment between 11pm and 7am, it might take us a little longer to process it. This payment will then be displayed on your next bill. Please remember that failing to pay on time may result in your services being restricted until you make a payment in full. Plus a late payment fee could be applied to your next month's bill. Finally, you can choose to receive your bill either by post or by email. By signing up for ebilling, you will save £21 a year and you'll get your bill quicker. We'll send you an email notification summarising your latest charges and costs. But you can also view full details of your bill online. To switch to ebilling, just sign in or register for myvirginmedia and select "My profile". All you need is your account number and area reference number. You can find both of these on your bill and welcome letter. Or if you have any accessibility requirements, we can produce a bill via Easy Read, Braille, audio or large print, and if you need to change your bill format, you can do that too. Just contact our team, who'll take care of things for you. That's it. I hope you found this useful.