aol-migration-faqs customers Virgin Media
We have 3 broadband speeds, perfect for however you surf - all with unlimited downloads*.
We’ve moved you to the pack that matches your current AOL pack – just check the email AOL sent to you to confirm which pack you’re on.
All our broadband customers have unlimited downloads* and internet security features for peace of mind.
To keep things easy, you can carry on using your AOL email address – which means you’ll keep all your existing emails. (You can also carry on using all your AOL web services, too.)
Exactly the same way as before – either click on the AOL client icon or via webmail. Click here for more information.
Yes it will, you don’t need AOL client to use your Virgin broadband. But if you remove the AOL Client the only way you’ll be able to access your email is via webmail.
No. The migration process should be seamless to you. However, Virgin media has set-up a dedicated telephone number for support. So if you experience any problems please contact us on 0845 045 0953.
No – you don’t need to do a thing. If your PC works with AOL, it’ll work with us too.
It's totally up to you - you can use whichever browser you prefer. However, if you find your preferred browser does not work, please use the AOL Client software.
This is because the router has been set to PPoE. You have to change the router configuration back to automatic and to a connection that does not require a login. This disables PPoE and allows the Virgin Media IP address to be detected by the router and the connection will resume as normal.
This is usually achieved by typing the following into your web browser:
http://192.168.0.1 or http://192.168.1.1
You will then need the username and password for your router to access the router configurations web pages.
If you have a Netgear WGR614, set the 'Does your internet connection require a login question' to no and ensure that the internet and DNS addresses are set to automatic. If you have any other type of router, please refer to your user manual.
3 COM - 3CRWER-100-75
3 COM - 3CRWER-100- Alternative Flow
Belkin 802.11g
D-link- Dl524
Hawking HWGRM1A
Dynamode Broadband Lifestyle
Lynksys WRT54G
Your broadband bill will now come from Virgin Media. If you are already a Virgin Media customer with our phone or TV service we’ll add your broadband charges to you the same bill as your other services.
Please click here to view a document which describes the Virgin Media bill.
If you’re already a Virgin Media customer with our phone or TV service, we’ll keep things simple by sending you one bill for all your services. So your billing date for all your services (including broadband) will be the same as your current Virgin Media billing date.
Totally new to Virgin Media? Your billing date will change slightly, but we’ll do our best to make sure it’s within 5 days of the date you are currently billed by AOL.
If you’re already a Virgin Media customer with our phone or TV service, we will take the payment for your broadband in the same way and at the same time as your other services, you won’t need to do a thing.
New to Virgin Media? AOL have given us your payment details so from now on your statements will have your new monthly Virgin broadband charge and show that the payment is taken by Virgin Media Payments Ltd.
If you don’t pay by Direct Debit there is a £5 monthly handling charge. Don’t worry we won’t charge this £5 handling charge for the first 3 months you’re with us – giving you plenty of time to set up a Direct Debit with us. To set up a Direct Debit call our team on 0845 454 1111 (Please don't call our team to set up a direct debit until after 2nd June since you will remain an AOL member until this date. Your payment method cannot be changed until you become a Virgin Media customer).
(If you are already a Virgin Media customer and do not pay by Direct Debit you will continue to be charged the £5 handling fee for your other services).To find out more about ways to pay click here
No. Unless you take advantage of any offer from Virgin media whose Terms and Conditions require you to take a contract for a specific period of time.
No – your current modem will work just fine. You don’t need to do a thing – just keep it plugged in as normal.
No worries - just contact the AOL team. You can find the appropriate contact number here.
As you won’t need it, just recycle it. Most local authorities have recycling facilities where you can leave unwanted electrical equipment.
No problem – we’ve set up a dedicated team to help for the first 30 days after the switch. Just call 0845 045 0953 and we’ll be happy to chat through any questions.
After the first 30 days are up, just contact us for help and support.
For full details on AOL Internet Services & Support please visit www.aol.co.uk/help.
If you have any questions related to services or charges provided by AOL please click here.
* Acceptable usage policy applies.
