Capital Resolve is a leading debt resolution agency in the UK, providing effective and smart debt collection and recovery solutions. We work with blue-chip companies and government departments, including Virgin Media. You can verify the authenticity of Capital Resolve to act in this matter at: cr-portal.com/verify
Virgin Media provides fibre broadband, TV, mobile and home phone packages and they have requested that we contact you regarding an unpaid bill or charges.
To pay the amount due to Virgin Media, please make a payment here.
Non-payment of the amount due to Virgin Media can result in a range of actions depending on the products that you have. Please see below for full details of what might happen if you do not pay:
Further collections activity including letters, calls, SMS and emails
You may lose the possibility of reconnecting your service
If you can't afford to pay the amount due to the Virgin Media you should contact us here. Capital Resolve can work with you to find a suitable solution to resolve this matter, and we can be flexible to your circumstances including arranging a repayment plan so that you can pay the amount due to Virgin Media via instalments.
Further details covering help and support can be found here.
Frequently Asked Questions
Capital Resolve Ltd have been instructed by Virgin Media to contact you regarding an outstanding balance
We offer several payment options, including online payments, bank transfers, and payment plans. We strive to work with you to find an attainable solution for repayment.
Yes, please use the make a payment link and follow the steps on the screen.
We understand financial situations can vary and are often able to negotiate a repayment plan. If you are unable to pay the full amount, you can register your account and set up an online repayment proposal. Alternatively, contact us to discuss a possible payment plan.
When cancelling your contract with Virgin Media, you are required to provide 30 days’ notice. If you choose to cancel before the end of your minimum contractual period (following the cooling-off period), you may incur an early disconnection fee. Additionally, you might be required to return any Virgin Media equipment. For more details on the cancellation process, please visit: Virgin Media Cancellation Help.
If you cancelled your Direct Debit before your billing was finalised and your cancellation completed, any outstanding balance is likely due to this. Virgin Media advises keeping your Direct Debit active, as it will be automatically cancelled once the final bill has been collected.
If you have entered an IVA or been made bankrupt or have a Debt Relief Order, you should notify us immediately through one of the methods listed on our contact us page.
You will also need to send the relevant paperwork direct to Virgin Media at:
Credit Support,
Virgin Media,
Sunderland,
SR43 4AA.
If Virgin Media services are not available at your new address, you’ll need to contact them to cancel your services. Provide your new address and moving date, and they will ensure your current home is disconnected before your move.
If you’re cancelling within your contract term and cannot transfer your services, Virgin Media will waive any early disconnection fees. To qualify for this waiver, you’ll need to provide proof of your new address within 30 days of cancellation. Acceptable proof includes a copy of your mortgage statement, rental agreement, insurance policy, utility bill, bank statement, or driving license.
If you’ve already been charged, simply provide evidence that you moved to an address where Virgin Media is unavailable and notified them of this move.
If you need to return equipment to Virgin Media, you can request pre-paid packaging here: www.virginmedia.com/help/virgin-media-return-or-recycle-equipment/request-returns-pack .
Customers are required to provide identification and proof of residency showing they were residing at an address different from the service address during the billing period. Acceptable proof of residency includes a bank statement, utility bill, or council tax bill.
This information should be sent to fraudpreventionteam@virginmedia.co.uk. Once submitted, customers should contact Capital Resolve and provide any reference number they’ve been given to ensure the matter can be effectively followed up with Virgin Media.
We obtain contact information from Virgin Media and various Credit Reference Agencies. Please note that any searches we undertake through Credit Reference Agencies do not leave a footprint on your credit record and your credit score is unaffected.
If you believe the balance is inaccurate, please contact us and include any supporting information. Alternatively, you can raise your dispute direct on our portal here once you have created or logged in to your account.
Virgin Media does not allow settlement amounts for Virgin Media Glass and Virgin Media Mobile accounts. However, for certain other account types, settlement options may be available under specific conditions. Please contact us to discuss your options further.
If you are experiencing financial hardship, please inform us as soon as possible. We may be able to work with you to create a modified repayment plan that accommodates your current financial situation. Please view our Help & Support page or let us know about your difficulties here.
When contacting us, please provide our Case Number, which you can find in our communications to you. Any relevant information regarding your financial situation or disputes about the fine will also be helpful.
Please reset your password here and follow the steps on the page.
It may be that we hold an incorrect date of birth for you. You may be able to continue registration by clicking the link in the error message and confirming alternative details. Alternatively, please give us a call so that we can verify your details and update our records.
Please refer to our complaints page if you are not satisfied by an action taken by Capital Resolve. If your complaint is against Virgin Media, you can either call their Customer Care team directly on 0345 454 1111 or raise a complaint using their online form at: www.virginmedia.com/help/complaints
