Price changes from 2024

We want to tell you about some changes that will affect your Virgin Media package price and terms and conditions. These changes will affect you if you have been notified of them in writing either by letter or email.

From April 2024, we are changing our approach. Any price rise to your package will be made at the same time every year. To see your new terms and conditions which will come into effect from 1 May 2023, just go to Terms and Conditions - TV, Fibre, Phone (from 1 May 2023) or, if you are an Oomph customer: Oomph Terms and Conditions - TV, Fibre, Phone and Mobile (from 1 May 2023).

The UK government’s Office for National Statistics publishes the Retail Price Index (RPI) which measures the rate of inflation by assessing the average change from month to month in the prices of goods and services purchased by most households in the UK.

From April 2024, we will be increasing monthly subscription prices for your package in line with RPI rate of inflation plus an additional 3.9% which is applied at the same time.

Your new terms, which include these changes, will come into effect from 1 May 2023, even though the first price rise they relate to won’t be until April 2024. We’ll publish the relevant RPI rate on our website as soon as it is announced by the Office for National Statistics in the preceding February of that year.

What does the change mean for me?

Currently, we usually change our prices each year, and will write to let you know how much any increase is and provide you with a right to cancel.

From April 2024 any price rise to your package will be made at the same time every year, and it will be linked to RPI plus an additional 3.9%, so the amount of any increase will be clearer, sooner. To do this, we need to change our terms and conditions. The key features of these are:

• The monthly subscription price for your services will increase every April starting from April 2024.
  
  
• The amount the monthly price will increase will be RPI rate of inflation plus an additional 3.9% which is applied at the same time. This increase will apply to the monthly subscription price you’re paying at that time and also (if applicable) to the monthly price payable after subsequent expiry of any applicable offer or discount.
  
  
• The RPI rate will be the amount that’s announced in the preceding February of that year, so you’ll be able to work out the exact increase from that date.
  
  
• If RPI is 0% or less, then your price will increase by 3.9%.
  
  
• As this annual price increase is provided for in your terms, there is no right to cancel given for this price increase from April 2024.
  
  
• Please note these rules apply to any optional add-ons you’ve chosen in addition to your core service, excluding Netflix Add to Bill, Disney+, Lionsgate+ or Stream Entertainment subscriptions. These excluded add-ons, as well as admin charges (e.g. paper billing) and any out-of-allowance charges (e.g. non-inclusive calls) you incur, shall continue to be subject to the same terms and conditions in respect of price changes as applied before this change to your terms and conditions.
  
  

These changes to your terms and conditions will come into effect from 1 May 2023, even though the first price rise they relate to will not be until April 2024.

If you’re unhappy with these changes to your terms and conditions, you can cancel your package any time before the date specified in the email or letter which we sent you notifying you of this change, without paying any cancellation fees. To cancel your package call us on 0345 454 1111 from any phone or 150 from your Virgin Media landline or Virgin Mobile. Volt customers do not have a right to cancel their O2 sim unless we have specifically told you that you do in the letter or email we sent to you.

Representative example of how monthly subscription charges could change

To help explain how this change works, please see the following example, which uses RPI rates that are illustrative only.

e.g. if you entered into an 18-month contract with us in August 2023 on an offer price where the monthly subscription charge is £40 a month for the first 18 months, then standard pricing from month 19 (currently £50 a month), using RPI rates that are illustrative only:

• In April 2024 you would see your offer price increase to £43.56 a month (if RPI announced in the preceding February was 5%, plus the 3.9%) i.e. £40x1.089 = £43.56. Your standard monthly price payable from month 19 would increase also (£50x1.089= £54.45), although you would not pay this amount until February 2025, 18 months from the date that you entered your contract;
  
  and
  
  
• In April 2025 (provided you have not re-contracted onto another price) you would be paying the standard monthly price and you would see your monthly subscription charge increase from £54.45 to £56.57 a month (if RPI announced in the preceding February was minus 1.5%, meaning we only applied the 3.9% increase) i.e. £54.45x1.039 = £56.57.