No matter how long you've been with Virgin Media, you can cancel. Of course, sometimes that's going to mean early exit fees and sometimes it's not. In this guide we'll walk you through the ins and outs, show you your rights as a customer, when it's okay to leave, when it's not, and what if anything it will ultimately cost you.
The most important thing to know first and foremost is whether you're still in your Virgin Media contract period or not. If you're not sure, worry not. There are some easy ways to find out which we will cover a bit further down. Before we get to the specific ins and outs, then, take a quick look at our checklist and be sure you have everything you need in order to get started.
Before you call Virgin Media or indeed decide whether cancelling your contract is really worth it, it's a good idea to make sure you have the following information to hand.
If you still have time left until the end of your contracted period, Virgin Media is going to charge you what it calls a 'disconnection fee'. Other providers sometimes call this a cancellation fee, or an early exit fee. Virgin Media would prefer you don't think of it as a punishment for leaving early, but instead as compensation paid to Virgin Media for having set you up with services you will not be using for the minimum period and, it would argue, therefore not allowing it to make a profit.
Virgin Media's terms and conditions are rather wishy-washy when it comes to describing exactly what it is you're likely to pay, stating you may pay 'up to' 100% of your monthly payments for however long is left on your contract. However, further investigation reveals that most of the stated disconnection fees are between 80% and 82% of your monthly tariff for the remainder of the period.
As an example, then, if you had six months left on your contract and your monthly payments for your Virgin Media services are £50 per month, you will pay around £40 multiplied by the six months remaining, or around about £240. Ouch! Sometimes, though – sometimes you can cancel for free, even if you're still under contract. Let's look at that next.
If you have both Virgin Media broadband and TV in a bundle, it's double trouble. Cancelling your services means paying a 'disconnection' fee of 80-100% of what remains on your contract including both services. Virgin Media will want its V6 set-top box back, too, and you will have to go to the extra trouble of boxing it up and posting it. Same if you just want to cancel Virgin TV.
A contract works both ways. If you think Virgin Media has a cheek charging you for every month of your contract whether you end it or not, just remember that Virgin Media has a host of obligations to you too. And it's when it breaks one of those obligations that you have the opportunity to cancel Virgin Media during your contract for free.
Here are the four scenarios when you could leave without paying.
If you've checked and you're out of contract the world is you're oyster. You can cancel and switch to another provider with very little fuss. But before you call 150 from your Virgin Media home phone or 0345 454 1111 from any other phone to tell Virgin Media you're leaving, we strongly recommend you keep the following in mind regarding retentions.
Virgin Media don't want you to leave. No provider does. Sometimes that means it will attempt sweet-talk you into staying, and sometimes even offer you a better deal than you're getting if it will convince you. There are no hard and fast rules in terms of what it might offer you or not, but it's a good idea to get a few things clear in your head before you make that call.
Up until recently, if you were still under contract with Virgin Media, you wanted to move house, but Virgin Media was not available at your new property, it would charge you a cancellation fee regardless of whether it could continue to provide services to you. That was obviously grossly unfair, which is why Ofcom, the UK telecoms regulator stepped in and put a stop to it.
Now if you are moving and Virgin Media cannot set you up with equivalent services at your new address, either because Virgin Media is not available at your new address or the area is oversubscribed (it happens!), then Virgin Media will now let you off the hook Scott free. Through gritted teeth.
When you sign up for broadband or TV services with Virgin Media, the router and TV box come as part of the service. You'll usually be expected to return them when you leave, and the company could charge you for them if you don't.
If you quit Virgin broadband, you'll get a grace period of 90 days, but you'll then lose your mail service. You'll need to make sure you save any contacts, emails and files you wish to keep before your account is closed.
In some cases, where you've paid for services in advance, you may be due a refund when you leave. In this case, you'll get a cheque sent out 35 days after your account is closed. And you could be waiting even longer, with Virgin Media claiming the cheque could then take another ten days to arrive.
To cancel your Virgin Media contract, dial 150 from your Virgin Media home phone or 0345 454 1111 from any other phone.