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Everything you need to know about Virgin Media Protect



What exactly am I covered for?

With Virgin Media Protect you’ll have worldwide protection against:

  • Loss
  • Theft (including if your device was unattended at the time it was stolen)
  • Accidental damage (including cracked screens and liquid damage)
  • Malicious damage (caused by someone who doesn’t have your permission to use your device)
  • Pet damage
  • Usage by family and friends
  • Out of warranty breakdown

There are some conditions and exclusions on what you can claim for, to read about these please see your Terms and Conditions.

If you have Virgin Media Protect Damage Cover please read our Virgin Media Protect Damage Cover FAQs. If you’re unsure which Virgin Media Protect product you have please refer to your Welcome Pack.

The last thing you want is to go deviceless for long, so we’ve made our claims and repairs process fast and easy, just like it should be. You can claim online 24/7 right here:

Start a new claim

Continue an existing claim

If you’d like to speak to someone instead, you can give us a call on 0345 030 3291.

If your claim is accepted before 8:30pm Monday to Friday, or by 2:30pm on weekends, and the delivery is being made to the British mainland, you should get your replacement handset the next day (providing it’s not on a bank holiday). For claims outside these times, you should receive it within 2 working days.

Call one of the following as soon as you can so we can get it blocked.

If you’re in the UK, call 0345 6000 789

If you’re abroad, call +44 7953 967 967

If your device has been stolen, you should report the theft to the police to get a crime reference number. You may need this during your claim.

Virgin Media Protect provides cover wherever you are in the world, so if the worst happens when you’re on holiday, you’ll be covered.

You can start your claim while you’re away or wait until you get back.  Whilst we can’t send your replacement device out to you whilst on holiday, we’ll always aim to get it to a UK address the very next day.

Afraid not, you can only sign up for Virgin Media Protect at the time you start your phone contract.

Yep! Virgin Media Protect is completely flexible with no fixed contracts. 

Your policy isn’t connected to any other contract that you have with Virgin. If you'd like to cancel your Virgin Media Protect you can either call us on 0345 030 3291, email us at virginmedia@asurion.com, or write to us at Virgin Media Protect, PO Box 670, Brentford, TW8 1DA.

If you cancel within 28 days from the start of your policy (and you haven’t made a claim) we'll refund you any premium paid. If you cancel after 28 days, your cover will finish at the end of the period you've already paid for. 

Your replacement device will be ‘as new’ which means that it may have been returned or refurbished.  They will always be the same quality as a new device, and will come with a fresh 24-month warranty.

We always aim to get you a replacement device of the same model and colour.  If this isn’t possible for any reason, we’ll send an alternative that’s just as good.

We’ll attempt two deliveries of your replacement device. After that, if we still haven’t got the device to you, you'd need to get in touch with DPD to rearrange delivery with them.

If you find your device before your replacement has been delivered, you can refuse delivery and contact us to cancel your claim. The replacement device will be returned to Asurion and your excess fee will be refunded.

If you find your device after you’ve received your replacement, you’ll need to contact us and return your original device to us to avoid paying a non-return fee.

To return your original device simply pop it into the prepaid envelope provided with your replacement device.

Make sure you ask for proof of postage at the Post Office (which is free), this means you're covered if anything happens to it in the post.

You can call, email or write to Asurion (our insurance provider) to complain at any time. If we can't resolve your complaint right away, we'll email or write to you within five working days to explain the next steps. If the issue still isn't resolved within two weeks, Asurion will contact you again to keep you up to speed on what’s happening. See below details of how to contact them.

Call0345 030 3291 between 8am-9pm Monday-Friday, 9am-6pm weekends (closed Bank Holidays).  Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02.

Email: virginmedia@asurion.com

Write: Virgin Media Protect, PO Box 670, Brentford, TW8 1DA

If you're not happy with the outcome of your complaint or Asurion haven't given their final response within 8 weeks of you raising your complaint, you can contact the Financial Ombudsman Service (FOS):­

Call0800 023 4567 (Freephone) or 0300 123 91234

Emailcomplaint.info@financial-ombudsman.org.uk

Write: Exchange Tower, London, E14 9SR

You need to contact the FOS within 6 months of receiving Asurion's final decision. The service is free and Asurion are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details

You can find your Terms and Conditions by clicking here.

You can call us on 0345 030 3291, 8am-9pm Monday to Friday and 9am-6pm weekends (we’re closed Bank Holidays). Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02. Calls from landlines and mobiles are included in free or inclusive calls packages. The insurer is WDP Insurance Limited

 

 

 

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