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Virgin Media FAQs
Yes, it’s possible to keep your landline number. When you place your order you’ll be asked if you’d like to keep it.
Check your contract or ask your current provider before you switch to avoid any future billings. Or you could be charged extra fees for not completing your notice period.
Yes. Because we own our entire network we're able to have all your services up and running on the same day.
If your home has had Virgin Media before you’ll be eligible for QuickStart – our self-installation kit. With QuickStart you’ll be able to set up our services in your own time with everything to hand.
How long does the installation take?
Generally speaking, we ask you to allow around two hours, but in most cases we get it done much sooner.
Do I have to sign for the equipment?
Yes, but if you’re not available, someone aged 18 or over can instead.
What if I have trouble with QuickStart self-installation?
We have a dedicated team to troubleshoot and guide you through each step of the set-up. If it’s not successful we will send an engineer out to you as soon as possible, free of charge.
Will you have to dig up my garden or driveway?
It depends on your property. If Virgin Media services have been installed previously, it is likely that we won’t have to. If not, we may need to do a small amount of digging in order to bring our network to you.
If you are unsure, we can arrange a pre-install engineer visit to have a look and discuss the process in advance.
My driveway has shared access, does this matter?
Yes, we will need you to provide us with some of your neighbours’ details (name, address, telephone number and email address) so we can get permission from them in the event that we need to do some digging.
Will you have to drill through the walls of my property?
If Virgin Media services haven’t been installed in the property before, we may have to do small amounts of drilling in order to feed our cable into the building. If you are unsure, we can arrange a pre-install engineer visit to take a look and discuss this with you in advance.
Do I need a satellite dish on the property?
No, all our services come down our special cable, which means your TV doesn’t get disrupted by bad weather.
I’ve had Virgin before but the cable has been cut, is that a problem?
Not at all – it just means you won’t be able to use our QuickStart self-install service. We’ll arrange for one of our engineers to come and set everything up for you instead.
How big will the box be?
Depending on the bundle you’ve chosen, your QuickStart pack can weigh up to 4.17kg and be up to 195mm x 220mm x 380mm – that’s slightly larger than a shoebox.
How long do I have to pick up my package from the collection point?
You’ll have 10 calendar days from your chosen collection date to pick up your snazzy QuickStart pack.
What do I need to bring with me to pick up my package?
You’ll need to bring the email and/or SMS message you received that includes your collection code. You will also need to take some form of ID, such as your passport or driver’s license. If someone else is collecting on your behalf, they will need the ID of the person who ordered it.
I’ve chosen home delivery, do I need to sign for my package?
You will need to be in on your chosen delivery date to sign for your Yodel parcel. If no one’s in, we’ll try to deliver it to a neighbour. Or if that doesn’t work, we’ll leave a card for you to get in touch and arrange a more convenient time.
How will I know when my package will be delivered?
On the morning your QuickStart pack is due to be delivered, your Yodel courier will give you an estimated 2-hour delivery slot via email and/or SMS message. Please bear in mind that the delivery window is an estimate and can’t be guaranteed.
Unlimited Data Boost for Ultimate Oomph bundle customers
Who is eligible for an unlimited data boost?
All Oomph bundle customers who experience a broadband fault resulting in a total loss of connectivity.
How many SIMs are entitled to the data boost?
All SIMs that you have on your Oomph account are eligible for an unlimited data boost.
How long does my data boost last?
An unlimited data boost lasts for seven days.
If a fault is not fixed in seven days, will I be eligible to receive another unlimited data boost?
Yes. Around 96% of broadband faults are resolved within seven days. But if for any reason a technician hasn’t been able to resolve the issue, an additional boost will be added to the account upon request.
These days, the telly we love lives in different places. That’s why Netflix is built into our latest Virgin TV boxes – with our Netflix app for easy access.
Now, you can choose a bundle with Netflix Standard included and if you’re an existing Netflix customer, you’ll be able to keep your account and switch your Netflix billing to Virgin Media.
Or you can add a Netflix plan to your existing bundle and pay through your Virgin Media bill, so there’s just one hassle-free payment for both Netflix and your Virgin Media services.
© Sky UK
UKTV / Jaimie Gramston
The legal stuff
No setup fee
This promotion means you won’t pay the usual setup fee of £35. No setup fee is available on all bundles, broadband & phone, and broadband only packages until 30th April 2023. If you can set up using a Self-Install pack, but choose to use an engineer for the installation, you’ll still be charged £30 for this service.
These prices are for new customers only.
Virgin Media services are only available in eligible Virgin Media network areas. TV 360, home phone, Volt benefits and WiFi Guarantee not currently available in 2022/23 network expansion areas.
All of the products on this page are subject to survey, network capacity and a credit check.
Each service has a minimum contract length that’s shown in your basket.
If you take a bundle with both Virgin Media and O2, you’ll have separate contracts and bills – one for Virgin Media, and another for O2.
- Offers are subject to eligibility and availability.
- Read the terms on the Priority app or at o2.co.uk/terms
Fastest WiFi guarantee of any major provider
Comparing WiFi guarantees of major UK ISPs. Terms of guarantee vary by provider. To verify click here. Virgin Fibre Areas only. Available with M50 broadband or faster. £8p/m extra or included with Gig1 or Volt. At least 20Mbps download speeds in every room or £100 one-off credit. Up to 3 WiFi Pods if needed. Excludes broadband faults and broadband network outages. Further exclusions & legal stuff apply.
UK’s fastest widely available broadband
Virgin Media Gig1 (average download speed 1130Mbps) vs fastest widely available average download speeds of UK ISPs. For verification see virginmedia.com/fast