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Getting a refund

Although we don’t want to see you leave, we understand that situations change. And while we hope you’ll be back one day, we also want to make sure everything’s square with your account, paying any refunds we owe you according to Ofcom regulations.

If you think your last bill is incorrect or the amount on the cheque is wrong, please contact us straight away to let us know. If the credit we owe you hasn’t come through straight after the final bill, please wait before getting in touch. It can take up to seven weeks.

How are refunds managed?

Once your services have been disconnected, our system will tot up any bills and credits that are left over, and give you a final bill. This is produced up to 30 days after your disconnection, which gives time for any changes you’ve made since your last bill to show on your account.

If it turns out you’ve got some credit on your account, we’ll pop that amount on a cheque and send it to you in the post.

Since we’d be sending you a cheque in the post, it’s essential that you give us your up-to-date address. So if you’re leaving because you’re moving and don’t want to or can’t take your services with you, please let us know.

Banking your cheque

Once you’ve received your cheque through the post, you’ll have six months from the cheque’s issue date to deposit it into the bank account of your choice – just make sure the name on the bank account matches the one you gave for your Virgin Media account. It could take up to seven weeks for the cheque to arrive, so keep your eyes peeled for it.

Help with a refund for a bereaved account

We understand that this will be a very difficult time, and getting a refund sorted is probably the last thing you want to do. That’s why we have a dedicated team to help you with this and answer any other questions you might have. You can get in touch with the team on 0800 952 2302.

Problems with your cheque refund?

We always aim to get things right first time, but if you notice a misspelt name on the cheque or if your marital status has changed, please let us know and we’ll re-issue it.

For an incorrect spelling, just send us a covering letter with the correct spelling of your name, along with the cheque. And if your marital status has changed, please also include proof of your name change. Once we receive your letter, it’ll take up to two weeks for us to re-issue the cheque.

Please send your letter and proof to:
Virgin Media Payments LTD
Virgin Media
Broad Lane

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