How do I cancel my Virgin Media contract?

Last updated: August 22, 2018

We're sorry to hear you're thinking of disconnecting your Virgin Media services and if we’ve done something wrong, we’d love the chance to put it right.

If you’d like to review the cost of your monthly package or you’re experiencing issues we’re always here to help.

Please just get in touch on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone to tell us about any issues you might’ve had.

If you’re looking to end your fixed term contract with us, please remember that the minimum fixed term contract period for our services is 9, 12 or 18 months, depending on the particular offer or bundle. For more info see Your Broadband, TV and Phone contract.

If you decide to leave us within your minimum contract period, you may be charged outstanding line rental or monthly charges to the end of the contract. See our Terms & Conditions for details.

If you're on a 30 day rolling contract or you decide to leave us after your minimum fixed term contract period, you'll just need to give us 30 days' notice.

Returning your Broadband, TV and Phone kit

When you take out Virgin Media TV, Broadband and Phone services, the kit we provide is included as part of your services. This means that if you disconnect or change your Virgin Media services we may ask you to return your kit.

For more details see Returning Virgin Media Kit.

Can I keep my Virgin Media Mail service when I disconnect from Virgin Broadband?

If you disconnect your Virgin Broadband service we provide access to your Virgin Media Mail account for 90 days after your service closes. This should provide sufficient time for you to save any contacts, emails and files you wish to keep. After this time your Virgin Media Mail account will be closed.

Getting a refund for a credit balance

Once your services are disconnected, we'll work out if you're due a refund on your account. This may happen if you've paid for your services in advance. Any usage of TV and Phone since your last bill, such as telephone charges or Virgin Movies rentals, will be taken into account before the refund is calculated.

If you're due a refund we'll send this out as a cheque 35 days after your account closed. We'll send the cheque to your contact address, so please make sure we've got the correct address for you. If you need to update your contact address details, give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

Once we've sent the cheque, please allow 10 days for it to arrive.

*For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.


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