Billing: Fees and Credits
What is the Unpaid Direct Debit Fee?
If for some reason a Direct Debit payment is returned as unpaid by the bank, a charge of €10 is automatically applied to your bill.
You may also receive a reminder letter to request payment of the outstanding balance due. In these situations, payment of the outstanding balance would need to be made by an alternative payment method. You may also be required to complete a new Direct Debit mandate for future payments.
Please note: We approach the bank for payment of Direct Debits approximately 14 days after the bill was issued.
What is the Late Payment Fee?
All of our available products and services require a payment within 14 days from the bill issue date, which can be found at the top of your bill. Unfortunately, if you miss the due date, €12.50 may be added to the balance, and we reserve the right to charge this fee on any overdue amounts.
Of course, sometimes there are extenuating circumstances. That’s why this fee won’t be charged until we have sent a notification, and given you an opportunity to rectify the situation before the fee is finalized.
How do I get a copy of a previous bill?
If you need a copy of your bill, please register for My Virgin Media, where you can view and print your bills free of charge. Please note that you can only view the bills for the previous 12 months.
What is the Cancellation Fee?
The in-contract cancellation fee of €200.00 will be applied to your bill if any of your services are cancelled while still within the 12-month contract period, or 18 months depending on the product you have signed up for.
Read our full Terms and Conditions information guide.
If you would like speak to a member of our customer care team, dial “1908” and select Option 2. Overseas customers can call 00 353 1 245 8000. Please remember to have your account number on hand. You can also contact a member of our team by completing our online contact form.
How do I return equipment to Virgin Media?
After your service has been cancelled, we will try to contact you three times in order to schedule a collection. Unfortunately, if we haven’t had a chance to set a time to pick up the Horizon TV HD+, Digital+ or Digital+ HD box, we will add a charge of €152.47 to your account.
You can contact our collector directly on 01 4405310 or email VMEquipmentCollections@actavo.com to arrange an early pick up of the equipment.
How can I avail of the My Virgin Media Self-serve discount?
My Virgin Media Self-serve lets you manage your account on your own terms, and qualifies you for a €3.50 Self-serve discount every month.* With My Virgin Media’s Self-serve programme, you can:
- Instantly log in 24 hours a day, 365 days a year, with no need to speak to an agent.
- Update your account information, track usage, select preferred payment methods and view bills for the last 12 months.
- Get advice on how to get back up and running if you’re experiencing issues.
*Customers with a disability are exempt from the requirement to register for My Virgin Media in order to receive the Self-serve Discount. To claim this exemption contact our Customer Care team using our Contact page. If you are already registered for My Virgin Media this discount will be applied to your account automatically, and you will see this under the Savings and Discounts section of your bill.
What is a Technician Call out fee?
Sometimes it’s nice to have a helping hand, and our friendly technicians are happy to come to your home and install your Virgin Media services for a low-cost service fee of €20. This includes delivery of all equipment.
If you prefer, you can always choose to connect your equipment yourself for free using our easy-to-follow self-install option.
Changed your mind after choosing to self-install? That's no problem. You can still arrange a call out for the low-cost fee.
If your call out is due to a Virgin Media fault or omission, the fee won't apply, but it's worth bearing in mind that if it's for something you could have easily done yourself, you may have be charged. So make sure you've done all the usual checks before you call! Check that everything's plugged in properly, and turn your equipment on and off again to reset it.
We don't charge for network repairs to restore services in the event of network outages or equipment failures. However, if it's not a Virgin Media fault (for example your TV is faulty), we'll have to charge the full technician call out fee of €40. We hope this explains any fee-related questions you had.