How to move home with Virgin Media

If you’re planning a move and would like to take Virgin Media with you, simply get in touch.

When letting us know about your move, please give us as much notice as possible. That way we can aim to have your services up and running on the day you move.

We’ll go through your options, make sure you’re on the right package, and help you get everything ready for the move.

There are six things we’ll need from you when we chat:

• Your account number or home phone number
• Your current address
• Your new address
• Your contact number
• Your moving date
• Your preferred installation date

When we have all that, we can arrange moving your services for you.

With us, you’ll get superfast reliable broadband, available across the country, with up to 1Gbps of speed.

You’ll be able to watch sports, movies and have over 200+ channels on your TV.

So, you’ll be in your new home, streaming, gaming, browsing online, and watching your favourite content before you know it.

Your package will also have extra services:

• Connect to WiFi when you’re not at home using the Virgin Media Connect app, and you won’t be charged more for it.
• Watch your favourite TV shows and movies on your mobile or tablet at home or on the go using free TV apps like Virgin TV Go and Virgin TV Control, and you can manage your TV V6 box from anywhere.

It’s all protected by inclusive repairs, but with 99.88% reliability on our network, you’ll rarely need it.

Yes, you can earn up to £50, which will be sent 60 days after their services are installed or their phone is delivered using our refer a friend scheme. The new account holder must be 18 or over.

It’s an easy way to earn more money for introducing new people to Virgin Media and O2 services if you’re a customer with Volt benefits. For more, go to our refer a friend page.

If you’re contacting us for the first time about your move, simply enter your new postcode into the textbox above and click Find address. You can then contact us by hitting Let’s chat.

If you’d like to discuss a move you’ve already told us about, head to Already told us about your move?

The sooner you tell us, the better. That way, we can aim to have your services up and running on the day you get the keys.

If you are moving abroad, you’ll need to cancel your Virgin Media service in the UK. You’ll be charged for the 30-day notice period, and you may also have to pay a cancellation fee if you’re still within your contracted period.

As well as cancelling your services, we’ll also need to arrange what happens to your equipment when your account is closed. Find out more.

If you move to a new house within the same dialling code area, you might be able to keep your current phone number. We’ll let you know when you arrange your move with us. If you’re moving to a new area with a different dialling code, you’ll need a new phone number.

If someone is staying in the house when you move, they can sign up to Virgin Media.

Let us know when you book your move, we’ll then contact them and handle the rest. The new account holder must be 18 or over.

You can also earn up to £50 by recommending our services to them using refer a friend. For more, go to our refer a friend page.

Your recordings are stored on your Virgin Media TV box – so if you keep your TV box and package, you won’t lose your recordings. However, if you get a new TV box as part of your move, you’ll lose everything stored on your old box.

If you keep your TV box but downgrade your TV subscription, some recordings you have may no longer be accessible. For example, if you’ve recorded a programme on Sky Sports and you cancel your Sky Sports subscription when you move, that recording won’t be accessible until you reactivate the subscription.

To help you keep connected and entertained during your move as a Virgin Media customer, you can take advantage of the following benefits:

• You can stay online using the Virgin Media Connect app. This lets you connect to 4.3 million+ WiFi hotspots around the UK in a whole host of popular bars, shops and restaurants on the high street.
• You can continue to access your favourite TV shows on a laptop, tablet or mobile using the TV Go app - you just need a connection to the internet.
• If you have other subscriptions like Netflix & Prime Video, you can download content there to keep you going until your services are up and running in your new address.

It’s likely that your services will go offline early on your disconnection day. Unfortunately, we can’t give you an exact time.

To make sure the transfer is as smooth as possible, you’ll need pack up all your existing Virgin Media Broadband & TV equipment and take it with you. Remember to take any cables and leads with you which aren’t connected to the wall (such as power, ethernet and HDMI leads), as well as remote controls.

We’ll let you know if you need an engineer to install your service when you contact us about your move. If you do, we’ll give you an installation date in advance. Remember, someone over the age of 18 will need to be in the property for the duration of the installation, which should last around 2 hours. Most installations are really straightforward, but some may require a bit of external work to bring our cable from the street to your property. If you need any extra work, we’ll let you know before installation.

If you’re doing a QuickStart installation yourself, you might need to wait for your services to go online at your new address. We’ll have let you know when you can expect this to happen, so check your emails if you can’t remember.

Learn more Virgin Media Installation.

When you move home with Virgin Media, you’ll see the following charges on your bill:

• The package cost and any usage charges for your final month at your old address up to the disconnection date.
• An account transfer charge of £20 to cover the costs of us setting up your services at your new address.
• If you’ve changed packages as part of your move, the first bill at your new address will include a description of your service, and the price. It’ll start from the day your services go live at your new address, and will cover the next month in advance, meaning your first bill will be higher than usual.The price will return to normal the following month.

These charges may be split across a final bill (for your old address) and a new bill (for your new address), or all charges may appear on your first bill at your new address. Don’t worry – we’ll explain everything to you when you contact us about your move.

When you’ve moved, you’ll be able to see bills for both your old address and new address online.

To do this:

• Log in to My Virgin Media
• In the View Bills tab, select View bills for a different account
• You can choose the account you’d like to view bills for from the dropdown

If you don’t have a My Virgin Media account yet, you can register for My Virgin Media. It only takes a few minutes.

You can also view your bills with the My Virgin Media App. Use the app to keep on top of your broadband, TV, home phone and mobile accounts anytime, anywhere.

We’re working hard to bring our services to more areas, and have partnered with some of the UK’s largest home builders. If your new postcode isn’t recognised by our checker, then register your details and we’ll let you know as soon as Virgin Media is available in your area.

Your final bill covers costs up to the disconnection date. This includes the following:

• The package cost (which may be a credit as your services are charged in advance).
• Any usage charges in your final month, such as calls or on demand purchases.
• Any additional charges, such as cancellation fees (if you’re leaving within your contract period).

If you pay by Direct Debit, we’ll finalise all charges and cancel your Direct Debit automatically as soon as your disconnection has been processed. Please don’t cancel your Direct Debit before we settle your account.

If you’ve overpaid, we’ll refund the amount owed to you. Refunds can take up to 45 days from your disconnection date to process.

Please make sure we’ve got your forwarding address before you move. We’ll send your final bill to your new address within 2 weeks of your account closing.

Your services will most likely go offline early on your disconnection day. Unfortunately, we can’t give you an exact time.

If you’re not taking your Virgin Media service with you, then it’s likely you’ll need to return or recycle equipment. We’ll let you know when you contact us about your move. Don’t worry, we’ll provide you with all you need to post your kit free of charge.

Depending on what you decide to do, you might also need to check the following before you move:

• If you’re taking your phone number with you, let your new provider know so they can set that up.
• Your Virgin Media email address will close 90 days after your disconnection date. Make sure you forward anything important to a new email address.
• If you added Netflix to your Virgin Media bill, you’ll be able to use Netflix until the end of the subscription period on your final bill. When we stop billing you, Netflix will let you know how you can update your account to pay Netflix 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 wish to cancel, or they’ll be in touch when it’s time to renew.

If you’re taking Virgin Media with you, there will be a £20 fee to cover the cost of transferring your services to your new address.

If you’ve decided to leave us and you’re still within your minimum contract period, you may be charged a cancellation fee. We’ll let you know if a charge applies and how much it will be when you contact us.

Find out more about cancellation fees.

You can keep what you have, or switch to a new package – it’s up to you. Let us know what you’d like to do when you chat to our team about your move.

If you decide to keep your existing package, your contract will continue as it is. If you do make a change to your services, a new minimum term may apply. Don’t worry – we’ll give you all the information you need when we chat about your move.

Check out the latest Virgin Media offers.

You can change your package when you move if you like. Chat to our team and they’ll let you know about any Virgin Media deals we can offer you as an existing customer. Remember, you may be subject to a new minimum term contract if you make changes to your current package.

If you don’t change your package when you move, your contract will continue as it is. If you do change your services, you’ll be subject to a new minimum term as per the terms of your new agreement.

If you choose to leave us and you’re still within your minimum contract period, you may be charged a cancellation fee. We’ll let you know if a charge applies and how much it will be when you contact us.

Learn more about cancellation fees.

If you move to an address outside our network area or decide to cancel your Virgin Media service and are still in your minimum period, you may have to pay a cancellation fee for ending your contract early. The cancellation fee won’t be more than the charges you would have paid for the services for the remainder of the minimum period, minus any costs we save, including the cost of no longer providing you with the services.

Find out more about our cancellation fees, including guidance to help you estimate your likely fee.

If your moving date changes, let us know your new dates and we’ll change your appointment for you. Try to give as much notice as possible, and we’ll do our best to get your Virgin Media service activated on moving day.

If your move falls through, we can get you back up and running at your current address. Just get in touch as soon as you can as it can take a couple of days to reactivate your service.

If we’re coming with you, we’ll try to transfer the final balance from your old address to your first bill after you move. If we can transfer the balance, we’ll let you know.

If we can’t transfer the balance, your final bill at your old address will include pro-rated charges for services you’ve been billed for (covering package and usage charges) up to the disconnection date. If for any reason you overpay, we’ll credit you automatically within 45 days.

When you receive your first bill at your new address, you might notice that it’s slightly higher than normal. This is because it covers:

• Services from the day you moved
• The next month’s charges in advance
• Any one-off fees for transferring your services.

If you decided to change your package for the move, this might also impact the price you pay.

When your services have disconnected at your old address, we’ll send you a final bill. This will include the package cost and any usage charges for your final month up to the disconnection date.

The Virgin Media kit is part of the service we provide, so you’ll need to pack up all your existing Virgin Media Broadband & TV equipment and take it with you. Remember to take the remote controls and any cables that aren’t connected to the wall (such as power, ethernet and HDMI leads).

If you are unable or choose not to take your Virgin Media services to your new address, you might need to return the kit. If you do, we’ll most likely call round and collect it from you. If you’re in an area where we don’t have a collection team, we’ll send you our pre-paid postal returns packaging. Simply pack up your equipment and drop it off at any Collect+ store free of charge.

If you do need to send your kit back, you’ll need to get it to us within 30 days of disconnection, or you may be charged.

Find out more about how to return your old kit, including what kit we need back.

Yes. And we’ll do this for free - all you have to pay for moving with us is the £20 fee to cover the costs of us setting up your services at your new address.

Check out the QuickStart help page to find out more about self-installation.