Help & Support

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  • Having trouble accessing eBilling through My Virgin Media?

    Since the upgrade of our online account management area, My Virgin Media, you may be experiencing difficulties viewing your bills via our eBilling service. This could be because the email address that you’re using to sign in to your account is registered as a secondary account and not the primary account. At the moment, only primary account holders can access billing information.

    To enable you to access your bills online, we’ve put together this short guide to help.

    Why start using the primary email account?
    If you have signed in to My Virgin Media and the My Bills area states that you are not the primary account holder, the first thing you need to do is retrieve your primary email address.

    There are many benefits to using your primary e-mail account. Here are just a few:
    • You have complete control over the household’s email accounts where you can create up to 9 additional email addresses. So everything is in one place and nice and secure.
    • Have complete control over your package.
    • Most importantly view your bills and unbilled usage, and manage your Direct Debit and payments …all online.
    How do I retrieve my Primary email account details?
    You can retrieve your Primary account email details by clicking the Forgotten your Username? link on the main page where you sign in to My Virgin Media.

    After clicking on this link, you need to enter the account holder’s surname, the account number and the area reference - all of this is available on your bill.

    You will then be presented with a list of email addresses, the majority of email addresses you will know and the one that you don’t know is likely to be your primary email account, for example If you are still not sure which email address is the right one, you will need to call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 2.

    Once you have your primary email address you can then sign in to your account to view your bills. If you don’t know the password for this email address you can click the Forgotten my Password? link to reset it.

    If this is the first time that you have used our eBilling service since the upgrade, then you will need your 4 digit eBilling PIN. This will enable you to link your My Virgin Media account with your eBilling account. If you don’t know your PIN, information on how to get this can be found here.

    What if I don’t want to use the allocated primary email address?
    If you don’t want to use your primary email account as your sign in username or contact email address, you can change this. For more information, click here.

    *For details about how much it costs to call our team from a Virgin Media home phone, visit Call costs from other networks and mobiles vary.