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Cancelling Virgin Media

By Hannah Ricci
Monday, February 26th 2018

If you’re unhappy with Virgin Media, or you’re moving house and Virgin isn’t available in your new area, you may wish to cancel and switch to another provider.

The method and potential charges for cancelling depend on which services you have and whether you’re still within the minimum contract or not. Here’s how to end your contract with Virgin Media.

Check you’ve passed the minimum term

Check your Virgin Media paperwork to see when your contract ends. Depending on when you originally signed up, the minimum term will be either 12 or 18 months for bundles with any combination of broadband, phone and TV, and 12 months for broadband packages.

If you’re still within the minimum term of your contract, expect to be hit with charges for cancelling early. It can be an expensive blow but you will have been warned in the terms and conditions so it’s difficult to escape them.

If you're switching, you’ll need to let Virgin know

If Virgin Media was like other UK broadband providers (e.g. BT, Sky and TalkTalk) you could simply sign up online to a new supplier and have them contact Virgin to cancel existing services for you. But Virgin isn’t like other UK broadband providers; it operates on its own dedicated network, and that means you have to make contact yourself.

However, if you're considering switching to Sky, we'll save you time by cancelling your Virgin Media contract and offering you a brilliant new deal. This option is only available by calling our helpline on the number below.

We'll cancel your contract and switch you to Sky
Call our experts on 0800 093 1662 0800 093 1662

We're available Monday to Sunday 8am-9pm

If you're not looking to get Sky, cancelling is straightforward. If you've checked your minimum term and you think you're ready to leave Virgin Media without any penalty, all you need to do is call Virgin on 0345 454 1111.

You’ll need to give 30 days’ notice of cancellation so it’s well worth deciding which provider and package you’ll be switching to; that way you can get it up and running by the time your Virgin services cease.

Best introductory offers for March 2018

Choosing a deal for new customers from Sky, BT, TalkTalk or any other provider will almost always beat anything an existing provider will offer to tempt you to stay. So savage is the war for new custom in the UK broadband and TV market right now that UK providers are often offering deals that seem almost too good to be true.

You can see what special offers are available to new customers by checking out our broadband comparison page. All the information we list is exhaustive, detailed and 100% up-to-date. If you want to bundle TV or even a mobile SIM, you can compare bundles too.

Find alternative deals in your area

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Before calling Virgin, prepare to be offered the moon on a stick

The phone numbers you’ll need to cancel are 150 from a Virgin Media phone number or 0345 454 1111 from any other phone. Bear in mind that a persuasive customer services person may try to tempt you to stay and if price is your reason for leaving, it’s worth seeing if they can offer you a better deal.

Frequently asked questions

Are there any circumstances when I can cancel mid-contract without being charged?

Yes, if there’s an unexpected price rise

For contracts started after the 23 January 2014, you can cancel without penalty if the price of your Virgin Media service has increased during the initial term. It must be an unexpected price rise that isn’t forewarned in your contract equal to the Retail Price Index (standard measure of inflation) or more. If Virgin refuses to let you cancel in this event, take the issue to CISAS, an Alternative Dispute Resolution (ADR) scheme approved by Ofcom.

Or if the speed isn’t up to scratch

If your broadband speed doesn’t match the advertised speed you signed up to, you’re not alone. However the Ofcom voluntary code of practice requires providers to work with customers to help increase your speed if it is drastically lower than what was estimated at the time of sign up.

If it can’t be improved, Virgin should offer to upgrade you to a faster service (if available) or give you the option of leaving early without penalty. If this doesn’t happen, formally complain to Virgin and if no resolution is reached, elevate the issue to CIFAS.

Is there a cooling-off period with Virgin Media?

Yes. Under the Consumer Contracts Regulations (which came into effect June 2014), the cooling-off period for broadband and TV services lasts 14 days from the date that you subscribe and you cancel without penalty during this time. Note that these are 14 calendar days, not business days.

Do I need to return my equipment?

Yes. Virgin Media rents out equipment so you will need to return it all when cancelling your services. Every bit of kit needs to be returned, including remote control, V+ and V HD boxes, TiVo box, TV Smartcard and Super Hub. When you disconnect your services, Virgin will send out a pre paid postal returns pack. Pack up the equipment, attach the included label and drop off at a Collect+ store. Find out more about your returning your equipment here.

Can I keep my email service if I leave Virgin Broadband?

No. Your Virgin Media mail will remain active for 90 days after your cancel, after which the address will be discontinued and you’ll no longer be able to access your inbox. This should provide sufficient time for you to save any contacts, emails and files you wish to keep.

Why do we need your postcode?

Once you enter your postcode, Cable.co.uk will perform a live lookup and check all the available providers in your area.

This ensures you receive accurate information on the availability of providers and packages in your area.

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