Having difficulty paying your bill | Virgin Media Business

If financial difficulties lead to issues paying a bill, a specific process is in place to support customers. A team will perform a review of the customer’s account and will contact them directly by phone to discuss their needs.

If no contact is able to be made by phone a letter will be sent notifying the customer that their services may be restricted in 7 days if they do not contact Virgin Media Business. During that 7 day period a further review of the account and payment status is made with a further attempt to contact the customer by telephone.

If there is no response, by the end of the 7 day period stated in the letter the customer’s services could be restricted. If a customer’s services are restricted we will send out a further letter informing the customer of the restriction and advising of next steps.

During any restriction imposed, customers can continue to make calls to emergency services. Service restrictions may include a bar on all some outbound calls, a bar on outbound calls, or a bar on both outbound and inbound calls.

Where financial difficulties results in the customer being unable to pay their bill, a bespoke payment arrangement may be agreed.

A payment plan with a reduced monthly cost. Services will continue until arrears are cleared, unless a default in payment, then the agreement will be reviewed again.

For more information contact us on 0800 052 0800

Talk to someone at Virgin Media Business, report faults or view our online support services.