Skip to main content

My gift from Virgin Media

If you’ve recently joined Virgin Media, you may have been eligible to receive one of our amazing free gifts with purchase as part of your chosen package.

Whether you’ve been offered a tablet, wireless speaker or any other kind of hardware, a shopping voucher, or wine gift, we’re here to help with any of your queries.

If you’ve chosen a package that makes you eligible to receive a free tablet, sound bar, TV or wireless speaker, we’ve put together some handy FAQ’s to help.

After your Virgin Media services have been installed or activated, our trusted third party Exertis will despatch your hardware gift within 28 days. They’ll make sure your hardware gift is delivered up to 14 days from this date using the courier UK Mail.

Remember it can take a further 14 days for your gift to be delivered by the courier UK Mail, and they may have attempted delivery while you’ve been out. If you’re not home when they call, they’ll drop a card through your letterbox letting you know how many times they’ve tried to deliver your gift, and how to rearrange delivery.

If you’ve waited for a further 14 days and you’re still waiting for your gift text us for free on 0753 305 1809 ^ and one of our team will be happy to help during our opening times 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.

After your Virgin Media services have been installed or activated, Exertis will arrange delivery of your gift via the courier UK Mail within 28 days.

Note: It can take a further 14 days for UK Mail to deliver the gift to your account address.

If you’ve provided us with an up to date mobile phone number, UK Mail will send you a text on the morning of delivery to let you know they’re coming round with your shiny new gift.

Your gift will be sent straight to the name and address you provided us when joining Virgin Media.

Unfortunately we can’t change the delivery address. Your gift will be sent to the address you provided to us when joining Virgin Media.

If there is problem with your gift, don’t worry. Just give call Exertis on 01282 858 484 within 48 hours of receiving your gift, and they’ll be happy to help.

If your gift is damaged or isn't the correct gift, Exertis will arrange for a collection of your existing gift and once it's been returned to Extertis, they'll send out your replacement gift.

If your gift develops a fault within 28 days of you receiving the delivery from UK Mail, then Exertis will arrange for a collection of your existing gift, and once it's been returned to Extertis, they'll send you a new working replacement. If your gift develops a fault after this 28 day period, you’ll have to refer to the manufacturer’s warranty for the tablet, TV, sound bar or wireless speaker you’ve received. You’ll find this in the original packaging the gift came in.

You might have been lucky enough to grab a shopping voucher as part of your joining offer with Virgin Media.

Read on for some helpful FAQ’s, from when you can expect to receive the voucher to how you redeem it.

After your Virgin Media services are installed or activated, our trusted partner Edenred will send you a Compliments Select voucher code within 28 days, to the email address you provided when signing up for services with Virgin Media.

Your Compliments Select voucher code email from email@codes.edenred.co.uk will explain how you can select the voucher for your retailer of choice and include a unique link to the Compliments Select site. From there you can redeem your voucher code and Edenred will send it to you by standard post within 3-5 working days (Monday to Friday).

For the Amazon.co.uk voucher, this can only be spent online. For all other vouchers you can use it online and in store.

First of all, check your spam or junk email folders for any emails from Edenred (email@codes.edenred.co.uk). If you still can’t find the email, text us for free on 0753 305 1809 ^ and one of our team will be happy to help during our opening times 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and we’ll look into it for you.

In the unlikely event your voucher code doesn’t work, send an email to complimentsselect-UK@edenred.com with the following information:

  • Your Virgin Media customer number
  • Your full name
  • Your home postcode
  • The 16 digit Compliments Select code that you have been given.

Edenred will come back to you within 2 working days (Monday – Friday).

The 16 digit Compliments Select code we send you by email must be redeemed within 90 days. Neither Virgin Media nor Edenred can re-issue codes that haven’t been redeemed during this time.

Once you’ve received your chosen shopping voucher by post, you’ll have 12 months to use them at your chosen retailer.

Vouchers can’t be exchanged once issued, so please make sure you’ve chosen the right retailer for you on the Compliments Select site.

The voucher can’t be exchanged for cash. You can only use the voucher in store or online at your retailer of choice.

If you’ve lost your voucher or it’s been stolen, neither Virgin Media nor Edenred can replace them, so please look after your voucher and keep them safe.

If you’ve taken a package that includes a delicious Virgin Wines offer, we’ve got some support so you know what happens next and when you can expect to receive your gift.

After your Virgin Media services have been installed or activated, our trusted third party Virgin Wines will despatch your gift within 28 days. They’ll make sure your gift is delivered up to 14 days from this date using the courier UK Mail.

Remember it can take a further 14 days for your gift to be delivered by the courier UK Mail, and they may have attempted delivery while you’ve been out. If you’re not home when they call, they’ll drop a card through your letterbox letting you know how many times they’ve tried to deliver your gift, and how to rearrange delivery.

If you’ve waited for a further 14 days and you’re still waiting for your gift, text us for free on 0753 305 1809 ^ and one of our team will be happy to help during our opening times 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.

After your Virgin Media services have been installed or activated, Virgin Wines will arrange delivery of your gift via the courier UK Mail within 28 days.

Note: It can take a further 14 days for UK Mail to deliver the gift to your account address.

If you’ve provided us with an up to date mobile phone number, UK Mail will send you a text on the morning of delivery to let you know they’re coming round with your Virgin Wines gift.

Your gift will be sent straight to the name and address you provided us when joining Virgin Media.

Unfortunately we can’t change the delivery address. Your gift will be sent to the address you provided to us when joining Virgin Media.

We’re sorry to hear your gift is damaged, but don’t worry.

Just call Virgin Wines on 0343 224 1001 within 48 hours of receiving your wine gift, and they’ll be happy to help.

 

^ The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.

Other ways to get help


    Service status

  • Run tests on your kit
  • Identify network outages
  • Book an engineer

     Check service status

 


   Guided support

  • Browse help articles
  • Easy to follow videos
  • Step by step guides

     Get help

 


    My Virgin Media

  • Make a payment
  • Track your orders
  • Check service status

    Sign in

 


    Mobile Your Account

  • View mobile bills
  • Change your plan
  • Check balance

     Mobile Sign in