We’re sorry you’re thinking of leaving Virgin Mobile. The best way to get in touch is to call us for free on 789 from your Virgin Mobile or call 0345 6000 789* from any other phone.
When you buy directly from us, we want you to be totally happy with your service. If you change your mind about taking a new contract with us, you have a statutory right to cancel without a penalty within the first 14 days without giving a reason. Our 14-day Customer Satisfaction Guarantee also lets you exchange your phone for a different one of the same value or get a full refund of the price for the handset.
In either case, we’ll send you prepaid packaging to post it back. You’ll be charged for any airtime or data used or bought according to your plan.
If you want to know more check out our Customer Satisfaction Guarantee.
To cancel your Pay Monthly contract, sign in to Your Account and select Switching to make your cancellation request.
You’ll then need to request a either a PAC or STAC. Choose the option that best suits you from the options below and follow the steps:
If you’d like to take your number with you to your new mobile provider, you’ll need a PAC.
To get a PAC: simply text ‘PAC’ and your date of birth (in DD/MM/YYYY format) to 65075
For example: PAC 01/03/1984
When we receive your request, we’ll send your PAC to you straight away by text message. Give your PAC to your new provider and your number will be transferred to your new mobile service.
Need more information? Learn more about how to keep your number
If you’d rather not keep your number when you switch providers, you’ll need a STAC.
To get a STAC: Text ‘STAC’ and your date of birth (in DD/MM/YYYY format) to 75075
For example: STAC 01/03/1984
Simply give your STAC to your new mobile provider, and they’ll provide you with a new number. When you’ve switched, your service with us will terminate. We’ll also stop charging you for usage on this number.
If you cancel this way, your mobile number will be terminated, and you won’t be able to get it back. If you want to keep your mobile number, you’ll need to switch to a new provider and follow the PAC process. For more information, see How to switch provider and take my number above.
When you signed up for a Virgin Mobile plan, you will have committed to taking the service for a minimum amount of time. We call this a minimum period, minimum term or minimum commitment period.
If you want to end your contract before this minimum term has finished, you may need to pay an Early Disconnection Fee.
We’ll have let you know how long your minimum term is for when you took out your plan. You can also see how long you have left on your minimum term in Your Account.
If you’d like to cancel early, you’ll need to talk to one of our agents. Call us for free on 789 from your Virgin Mobile or call 0345 6000 789* from any other phone.
All Pay Monthly plans come with a minimum term. We’ll have let you know how long your minimum term is for when you took out your plan. To see how long you have left on your minimum term do to Your Account.
If you’ve reached the end of your minimum term already then all you’ll need to pay is your final bill. However, if you decide to end your Virgin Mobile contract early, you may need to pay some additional fees. These Early Disconnection Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period less any costs we save, including the cost of no longer providing you with the services.
For details on how we work out any Early Disconnection fee, choose which Pay Monthly plan you have from the options below:
Right to Cancel without an Early Disconnection Fee
Sometimes you may have the right to cancel before the end of your minimum term without paying an Early Disconnection Fee, for example if we make certain changes to your terms or prices. We’ll always tell you if this is the case.
Freestyle handset payments
When you have a Freestyle plan, your airtime plan and your handset payments are provided under separate contracts.
When you leave us, we’ll end your airtime plan payments at the end of your 30-day notice period.
Your handset payments will continue to the end of your loan agreement, or you can arrange to pay the full balance of your handset loan in one go if you like.