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Moving home with Virgin Media

If you’ve got any questions about what happens to your Virgin Media services when you move house, you’ve come to the right place.


  What do I need to know before my move?
 

That depends whether our services are available in the area you’re moving to. Enter your new property’s postcode to find out. If our services are not available at your new address, please get in touch and we can talk through your move.

You can move your services to a rented property as long as the service is available at your new address.

If there is no Virgin Media connection point at your new home, you may need your landlord's permission for us to install one.

If you are moving abroad, you’ll need to cancel your Virgin Media service in the UK. Please try to give us 30 days’ notice about your move if you can by calling us on 0345 141 0111

You can still move your account if you don’t give us 30 days’ notice, but you may be charged extra. You may also have to pay an early disconnection fee if you’re still within your contracted period.

We will arrange the equipment collection with you after your account has closed. If you are going to be out of the country at that time, you can leave your equipment with a family member, friend or neighbour. Just give us their details when you contact us to cancel, but make sure you ask their permission first.

You can change your package as part of your move and, if you speak or chat to one of our agents, take up any deals that we offer you as an existing customer. You may be subject to a new minimum term contract if you make changes to your current package.

To have the best chance of getting the install date you want, please give us 30 days’ notice of your move. The more notice you give the better chance you have of securing your desired install date.

There is a £20 Movers Fee to transfer your services to your new address.

If you choose to leave us when you’re still within your contracted period you’ll be charged an early disconnection fee. We'll let you know if a charge applies and how much this will be.

The Virgin Media Network service area does not cover all of the UK. If you are moving to a property outside of our network we will no longer be able to provide services to you. If this is during your minimum period it will mean that you will be asking to end your services early, so you may need to pay an early disconnection fee. Please visit our early disconnection fees page for further information.

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


  What will happen during my move?
 

If you move to an address that supports the same number as your previous address, then yes. If you move to an area with a different dialling code then it won’t be possible.

You will not lose any recordings as they will still be stored on your TV box. If you get a new TV box as part of your move, you will lose everything stored on your old box.

If you downgrade your TV subscription however, some recordings you have recorded may no longer be accessible. For example, if you record a programme on Sky Sports and you removed your Sky Sports service when you moved home, that recording will no longer be accessible.

The recording will remain on your set top box and if you upgrade your subscription to include the channel you recorded from, you will be able to view the content recorded again.

Yes, if you’re moving out of your property and would like to transfer your Virgin Media services to somebody within the same household, just let us know when you call to book your move.

The person taking over the account must be over the age of 18 and have lived in the property for at least 6 months.

If you’re not changing your services when you move, you won’t need to change your equipment, but we will send you all the information and the cables you need to get set up in your new home. However, we may need to upgrade your kit to make sure you’re getting the best out of your services. We’ll let you know if you can expect some shiny new equipment when you book your move.

If you’ve upgraded your services as part of your move, and your new services require new equipment, this will be provided at your new address either by the person installing your equipment or in your QuickStart pack.

 

You should take your TV box and hub with you to your new property. If you are upgrading your kit, we’ll take your old equipment away with us when one of our engineers installs your new gear.

If you have selected a QuickStart installation, or if you are leaving us, we will send you packaging to return your old kit to us.

Not a problem, just get in touch to let us know your new dates and we’ll do our very best to change your appointment to the date you need. Try to give as much notice as possible so we can find an appointment which meets your new dates.

That’s fine, just give us as much notice as possible. If your services have already been disconnected, it may take a day or two to get you back up and running.

Your services will go off at any time during your disconnection day. You will need to take your TV box and your hub with you when you move, but leave any wires that are attached to the wall of the property.

Virgin TV customers can continue to access their favourite TV shows on a laptop, tablet or mobile using the TV Go app, as long as you’ve got a connection to the internet.

Virgin broadband customers can stay online using the Virgin Connect app. This lets you connect to 3.5 million+ WiFi hotspots around the UK in a whole host of popular bars, shops and restaurants on the high street.

 


  What do I need to know after my move?

 

Yes. A £20 fee will apply per connection point required. To arrange this, please call us on 0345 141 0111.

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

Most installations are really straight-forward, but some may require some external work to bring our cable from your street to the front of your property. We will let you know by either a phone call or text message before your installation.

We’ll let you know which day your installation will be on in advance and 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.

If your property has had our services in the past (you can usually tell that it has if you’ve got some old Virgin Media, NTL or Telewest boxes on your wall), you may be eligible for one of our QuickStart packs, so you can get set up yourself.

 

Once your services are disconnected at your old address, we’ll send you a final bill for that address. This will include:

  • The package cost and any usage charges for your final month at that 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

The balance on your final bill may be carried over to your new address. We’ll let you know if this is the case on your bill, make sure to check this carefully.

Then the first bill in your new home will include:

  • The service descriptions and price if you’ve changed your package

Your first bill will start from the day your services go live and will cover the next month in advance, so it’s slightly bigger than usual but will return to normal after.

Virgin Media WiFi app:  Requires iOS 9 or later and Android 5 or later. Virgin Mobile customers: the app will work in a device where a Virgin Mobile SIM is present and setup has been completed. Virgin Fibre customers: the app will work on a device where setup has been completed using My Virgin Media account details. Virgin Fibre customers can use up to 7 devices on Virgin Media WiFi at any one time. For setup: Mobile data connection required for Virgin Mobile customers. Internet (Mobile data or WiFi) connection required for Virgin Fibre customers. UK only. Experience varies by location and number of users. It is not always possible to guarantee that we will be able to offer this app on every device, platform and operating system version or variant. Terms and conditions apply.

TV Go: Content available to view depends on TV package. Not all channels/content from relevant pack available. Live streaming and On Demand requires broadband/WiFi or 3G/4G access. UK only (or while temporarily in EU). Access via PC, Mac or TV Go App (selected iOS devices and Android™ devices only). Maximum 2 compatible devices per account can watch TV.


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