Just contact us. Have your bank account number, sort code and customer account number ready and we’ll take care of the rest, or you can download and complete a Mobile Direct Debit Mandate

Please send the mandate to:

Billing & Payments

Virgin Media

Eagle Court 3, Second Floor

Coventry Road

Birmingham

B26 3RZ

If you’d like to make a change to your Direct Debit or have another query, we can help you with that too.

Why has my direct debit been denied?

There’s generally a straightforward reason for this, depending on the message you get.

If it says:

'Refer to payer'

This means that there were insufficient funds in your account to pay the Direct Debit. If you have our Voice services, you’ll need to bring the account up to date with payment to allow us to reinstate the Direct Debit in time for your next bill. If you have data services we’ll look to take the full balance (including the missed payment) on your next bill.

Unfortunately, you’ll also be charged for the failed Direct Debit.

'Direct Debit cancelled'

This means that your Direct Debit has been cancelled for some reason and the bank won’t allow us to collect money from your account.

For any failed Direct Debits, it’s important to pay your bill promptly. The quickest way to bring your account up to date is to pay the outstanding balance by debit or credit card. Please call our Customer Care team on 0800 502 0800 to arrange immediate payment. Don’t forget to let the team know if your bank details have changed, as we can set up a new Direct Debit straight away.

If you don’t, you could end up disconnected. And nobody wants that.

I'd like to change the date of my direct debit

We always aim to be as flexible as possible. That’s why we offer you the chance to choose a Direct Debit payment date that suits you. Please be aware, however, that changing your payment date will necessitate a change to your billing date also.

If you’d like to discuss a change of date please contact us with your preferred new Direct Debit payment date please contact us . Please remember to include your account number, company name and personal contact details.

What's the direct debit guarantee?

Basically, it’s a legislation safeguard. It means that if the amount to be paid or your payment dates change we have to give you advance notice - a full ten working days before we debit your account. If we mess up you’re guaranteed your money back via an indemnity claim and you can cancel your Direct Debit at any time

Contact our team via call or Web Chat with your Billing Financial Sccount number to hand i.e. FA12345678. For security reasons, we can only accept debit or credit card payments if you’re the cardholder. We accept all major cards apart from American Express.

Cheques should be made payable to ‘Virgin Mobile Telecoms Limited’. Please write your customer financial account number on the back of the cheque, attach your payment slip and pop it in the post to us at:  

Virgin Mobile Telecoms Limited

Billing & Payments

Eagle Court 3

Second Floor

Coventry Road

Birmingham

B26 3RZ

BACS payments are an easy way to transfer money between accounts. When making a payment, your bank will ask for the following information:

1. Your account name (usually your company name)

2. Your Virgin Mobile Financial Account number which can be found on your invoice i.e. FA12345678

3. Virgin Mobile Telecoms Limited Bank Account

4. Virgin Mobile Telecoms Limited Sort Code

The Virgin Mobile Payment details can be found on the back of your invoice.

Click here to see an example of the remittance

You can email it to mobileremittances@virginmedia.co.uk