Leaving Virgin Media
We’re sorry you’re looking at cancelling your Virgin Media TV & broadband services.
Whether you’ve already decided to cancel and want to know how to do it, you’re cancelling because you’re moving and our services aren’t available at your new address, or you’ve already booked your cancellation and need the next steps, here’s everything you need to know.
How to cancel your Virgin Media contract
By phone
By online chat
By post
Once you’ve told us you want to cancel, there are a few more steps involved:
Check your bill
Make sure to check and pay your final bill, which covers your broadband & TV package costs and usage charges up to your disconnection date.
Return our kit
We’ll talk you through how to do this – we’ll either arrange to come round and collect it from you or we’ll send you a pack to return it free of charge.
Sort any admin
This is stuff like saving important emails from your Virgin Media account, as it will be closed 90 days after you have been disconnected.
I’m thinking about leaving
We’re sorry you want to leave us. If it’s because you’re unhappy with our service, we may be able to fix things.
If you’re experiencing any faults, check our service status tool to see what the issues are – and how we can solve them.
If your something has changed and your package no longer suits your needs, we might be able to find you a better one. Simply call 150 from a Virgin Media phone or 0345 454 1111* from any other phone.
And finally, if you’re moving home, you need to close an account due to bereavement or critical illness or you’re worried about the cost of living - check our pages for more help, you do have other options rather than cancelling.
If you’re still in your minimum period, you may have to pay a cancellation fee.
In some cases, we may be able to credit this charge back to you. Our team will let you know the full process, so you’ll only pay what you need to.
Find out more about our cancellation fees, including guidance on how to estimate your likely charges.
I’ve already booked my cancellation
We’re here to help with any questions you may have about your cancellation, just get in touch or check our FAQs below.
Billing and contract
Your final bill will cover the package costs for your final month, plus any usage or additional charges up to your disconnection date.
If you pay by Direct Debit, we’ll finalise all charges and cancel your payments as soon as your disconnection has been processed. Please don’t cancel your Direct Debit before your account has been settled.
If your account is in credit, the amount will be refunded to you 45 days from your disconnection date (we need this time for your account to be updated with any additional charges or credits once your account has been closed).
If you’ve moved, we’ll send your final bill to your new address within two weeks providing you told us your new address. Just make sure we’ve got your new address details before you leave us.
Learn more about your final bill.
If you were still in your minimum contracted period when you were disconnected, you may be charged a cancellation fee.
In some cases, we may be able to credit this charge back to you. Our team will let you know the full process, so you’ll only pay what you need to.
Find out more about our cancellation fees, including guidance on how to estimate your likely charges.
The Virgin Media kit is part of the service we provide, so we may ask you to return our equipment (including remote controls and power cables).
If we do, we’ll either text or email you (from noreply@contactengine.com) to arrange an appointment for our collection team to come round and pick it up.
If we can’t collect it, we’ll send you our free postal returns packaging. All you’ll need to do is pack up our kit and drop it off at any Collect+ store within 30 days of the disconnection (otherwise you may be charged).
You might also need to check:
• If you had Netflix as part of your package, they’ll let you know how to pay them directly if you want to keep the service.
• If you have Virgin Media Internet Security (powered by F-Secure), your subscription is unaffected and will continue separately. You can contact F-Secure directly if you want to cancel, or they’ll be in touch when it’s time to renew.
• Any emails you want to keep from your Virgin Media email address, as this will close 90 days after your disconnection date. Just make sure you forward anything important to a new email address.
During your disconnection
If you need to change the date of your disconnection (or you’ve changed your mind about cancelling) don’t worry, we can help – just get in touch as soon as you can so we can get things sorted.
Our services will go offline at any time on your disconnection date, unfortunately we can’t give you an exact time.
Once they’ve been disconnected, you’ll need to arrange returning or recycling the equipment. If we’ve asked you to return our kit, make sure to do it within 30 days of your disconnection date to avoid any charges.
The Virgin Media kit is part of the service we provide, so we may ask you to return our equipment (including remote controls and power cables).
If we do, we’ll either text or email you (from noreply@contactengine.com) to arrange an appointment for our collection team to come round and pick it up.
If we can’t collect it, we’ll send you our free postal returns packaging. All you’ll need to do is pack up our kit and drop it off at any Collect+ store within 30 days of the disconnection (otherwise you may be charged).
You might also need to check:
• If you have Netflix as part of your package, you’ll be able to continue using it until the end of your subscription period on your final bill. Once we’ve stopped billing you, Netflix will let you know how you can pay them directly.
• If you have Virgin Media Internet Security (powered by F-Secure), your subscription is unaffected and will continue separately. You can contact F-Secure directly if you want to cancel, or they’ll be in touch when it’s time to renew.
• Any emails you want to keep from your Virgin Media email address, as this will close 90 days after your disconnection date. Just make sure you forward anything important to a new email address.
You’ll need to check with your new provider if that’s possible, just make sure to do this before our services are disconnected.
I’ve recently left Virgin Media
We’re here to help with any questions you may have about your disconnection, just get in touch or check our FAQs below.
Or, if you’re looking to understand more about your final bill, take a look at our bill explainer.
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