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Billing (on the app) question

On our wavelength

Good morning 

My first bill was taken via direct debit this morning as expected.

The app still says payment due.

Does it take a few days to register the payment and therefore show the outstanding bill as paid?

Many thanks 



Accepted Solutions

The payment has gone through without issue and is showing against the balance, usually this updates within 24 hours but as there has been credits applied since the Direct Debit was request may have caused an issue but it is all fine and up to date.

See where this Helpful Answer was posted


Very Insightful Person
Very Insightful Person

Yes it usually takes two to three days before the latest bill shows as paid in in the app.


I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media, I'm a VM customer. There are no guarantees that my advice will work. Please read the FAQs
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Forum Team
Forum Team

Hi @The_Red_Silence thanks for your post here in the Community. Welcome!
As @Graham_A has advised it can take a few days for things up to update, but if later down the line you still need us to check things over for you please don't hesitate to come back to us here 😊

Many thanks



Please could someone check my bill has gone through. 

It was paid via direct debit on July 2nd. But it is still not showing up on the Virgin Media app.


Hi The_Red_Silence,

If the direct debit shows as being taken from your bank statement this will be reflected on our side 😊


Very Insightful Person
Very Insightful Person

Hi @The_Red_Silence 

Have you checked your account in My Virgin media via a browser?  It generally updates quicker than the app. 

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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On our wavelength


What a mess from start to finish.

Allow me to explain.

We were promised a £35 stream activation fee waiver.

Then the installers damaged the garden do we complained and they gave us £35 credit.

So first bill should have been £72 but was showing as £142.

Complained again and they said they'd rake the £72 as agreed.

Direct debit went out for £72. Thought it was all over-sadly not.

My bill isn't showing at my end as paid online or in app.

I'm told this is because we took out a TBT sports subscription and a Disney plus subscription.

But here's where it gets confusing:

The adviser at first said that the £70 was being carried over from the first bill because it was only part paid.

Then he went on to say it's because we added subscriptions and they weren't yet showing so put everything into limbo.

I can't seem to raise a complaint or escalate or get any definite answers but my bill going forward should be around £64 for Broadband at £29, TNT at £18 and Disney £10. I know there are addon discounts.

My original query remains: why is my first bill not showing as paid? Why can't I get through to anybody to handle my complaint? And why are the answers I'm receiving different as to why this is all happening.?

MODS I emplore you to intervene in this please and help.

Yours sincerely 


On our wavelength

Evening all.

I made (another) call and if I've got this right then there is £35 carried over from the first bill due to Disney and TNT.

When the next bill is paid everything should resolve itself.

Again if a Mod can take a look and put our minds at ease that would be gratefully received.

Hello The_Red_Silence


Sorry to her of the billing issues and confusion caused by this, we appreciate you raising this via the forums for confirmation and we're happy to help.


I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

On our wavelength

Done 👍 thankyou for the assistance