How do I change My Virgin Media account holder details?

Everything you need to know about managing your Virgin Media account details.

How to change your name, title or gender on a Virgin media account

Step 1 Download the Change of Details Form and follow the instructions on the form to complete it.

Step 2 Make a copy of one of the below documents to send with your completed form:

  • Marriage certificate
  • Civil partnership certificate
  • Deed poll documentation

For your Virgin Mobile account, Along with the form, you'll need to send us a copy of one of the following, dated within the last six months:

  • Utility bill
  • Tenancy / Mortgage agreement Council Tax bill
  • Council Tax bill

Step 3 Send the form and copy of your document via email to or post: Virgin Media, Sunderland, SR43 4AA

Note: If we’ve made a mistake with how your name is spelled on your account, then you can also use this form and include the details of what we need to correct.

Once we’ve received your information we’ll aim to change the name on the account within 48 hours of receipt of the completed form and documentation. Your services will remain unaffected whilst we update your account.

Changing your details on a Volt package

If your household is with both Virgin Media and O2, and you need to change the name you’ll need to fill out a form and follow the steps on O2’s changing your name page.

If you need to change your address on the O2 account, please visit O2’s change your address page.

If you’re a Virgin Media customer, and you have Volt benefits as a result of living with someone who has an O2 Pay Monthly account, please follow steps 1 to 3 under the “How to change the name on a Virgin Media account” section above.

If you need to change your address, you’ll need to follow Virgin Media’s moving house process.

I want to take over a Virgin Media account

If the current account holder is no longer living at the property, and you want to keep Virgin Media services then it’s best to call us so we can arrange this for you.

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111* from any other phone.

We’ll try to contact the account holder for you, to confirm whether they need the services moving to their new address. If they don’t, you’ll need you to send their old equipment back to us.

You’ll be able to choose from our latest and best deals, and we’ll make sure you have brand new equipment to use.

*For call costs to our team from a Virgin Media home phone, visit Call costs page. Calls from other networks and mobile may vary.

What to do if the account holder is critically ill, or has died

We know this may be a difficult time, so we’re here to help make any changes that you may need for Virgin Media Broadband, TV, Phone and Mobile accounts.

To report a critical illness:

We’re here to help. Simply call our dedicated team on 0800 952 2302.

Don’t worry if you’re not the account holder, we’ll still be able to help, but just make sure you have their details to hand when you call.

You can call us between 8am to 8pm Monday – Friday, and 9am - 5pm on Saturday. We’re not open on Sundays.

If the account holder has died:

We’re sorry to hear this news. We hope to make this process simple for you.

Managing a Secondary Account Holder

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