Help & Support

Why has my account been suspended ?

If your bill has not been paid or you have exceeded your credit limit, you may be unable to add new services to your Virgin Media package, or experience restricted access to existing services. You’ll need to make a payment to restore your services by clicking here.

If you are signed in to My Virgin Media, you can get some more information about your suspended account and make a payment online to restore your services. To do this, select My Bills at the top of the page, then Overview. If your account has been suspended, you will see a message at the top of the page telling you why your account has been suspended.

You can click Make a payment to part pay or fully settle your account.

Alternatively you can call our automated payment service on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 1. Please note, it may take up to 24 hours from the date we receive payment for your services to be restored.

If you settle your account, you may receive a refund for the period during which your services were suspended - this will be shown in your next bill. For more information, see Why have I received a partial month's charge or credit?

If you’re having problems paying your bills, we’ll do all we can to help. Remember the earlier you contact us, the sooner we can work together to sort things out. To get in touch call 150 from your Virgin Media home phone, or 0345 454 1111* from another phone.

For more information about your credit limit, see What is my credit limit? - How do you work out my credit limit? or Can I find out if I'm nearing my credit limit?

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