Understanding my Virgin Mobile contract

Last updated: November 5, 2018

We now offer two types of contract to provide you with additional flexibility to choose the type of contract that works best for you.

Freestyle is the best route to our higher end phones. With Freestyle you have two contracts covered by two Direct Debits. The first contract is an interest free loan agreement of either 24 or 36 months, providing the flexibility to spread your payments over a longer period if you choose; the second is a 30 day rolling contract covering your airtime (monthly minutes, texts and data).

However, we know that a loan agreement isn’t right for everyone, so our range of great value phones are available on Classic plans where you have a single 24 month contract and one simple monthly payment for your airtime.

Our Freestyle contracts are split into two parts. The first contract of 24 or 36 months covers the loan for your handset; the second 30 day rolling contract covers your airtime plan (monthly minutes, texts and data.)

  • With a Freestyle contract, you have the freedom to upgrade to a new handset early by simply paying off the remaining cost of your handset loan. It’s perfect if you love always having the latest smartphone
  • Once you’ve paid off your handset loan in full, that’s it! You only have to pay for your monthly tariff so, if you’re happy with your current phone, your bill will drop significantly

Signing your Freestyle Credit Agreement

Before we can deliver your brand new handset, you’ll need to sign your Freestyle Credit Agreement. You can see how to do this within the Freestyle Customer FAQs

Viewing your existing Freestyle Credit Agreement

To log in to view your Freestyle Credit Agreement, as well as other helpful information like your balance and payment details, you need 3 things:

Your credit agreement number

This will have been shown to you when you e-signed your credit agreement

Your security key

This is in one of the emails we sent out just after you ordered your phone. Just search for the one that says Your security key in the subject line.

The last 4 digits of your bank account number

Finally, you just need the last 4 digits of the bank account number you use to make your Freestyle payments.

Still no joy?

If you’ve tried all of the above and still can’t log in, please call 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone

Can I change my payment details?

If you want to change the bank account details for your monthly tariff Direct Debit, you can do this online by logging in to Your Account.

You can change the bank account details for your handset loan Direct Debit by calling us on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone.

And if you have Virgin Media Protect insurance, you'll need to contact the Virgin Media Protect team on 0345 030 3291 in order to update your Direct Debit payment details.

Can I make extra payments to reduce my loan?

Yes, of course! As well as your monthly Direct Debit, you can pay in whatever you like, whenever suits you. Just give us a call on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone and we’ll be happy to take your payment. Once it's gone through, we’ll automatically reduce your monthly Direct Debit.

You can check your extra payments and Direct Debit schedule at any time by logging in to your Freestyle Credit Agreement and checking your Statement of accounts in the Your credit documents section.

Can I change my Freestyle airtime plan while I’m still in contract?

Yes, we give you the freedom to increase or decrease your plan once a month, even if you’re still in contract. Just log in to Your Account to choose your new plan, the changes will go through on your next refresh date.

How do I change my handset while I’m still in contract?

It’s simple, just give us a call on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone  We’ll take a payment for the remaining balance of your handset loan, set up a new agreement and get your new phone sent out to you there and then.

What is Freestyle Trade Up?

Freestyle Trade Up allows you to use the value your handset to offset the outstanding balance of your current Freestyle loan.

For example, if your outstanding Freestyle Loan amount is £150 and your handset is valued at £100, you only have to pay the remaining £50 at that point to be upgraded.

With our Classic plans, you’ll make one simple Direct Debit payment each month for your airtime, over 24 months. These contracts are available on our range of great value phones.

Our Classic contracts provide you with the flexibility to change your allowances up or down each month depending on what you need. They also give you superfast 4G as standard, Data Rollover and data-free messaging on WhatsApp, Facebook Messenger and Twitter.

What happens when I reach the end of my 24 month contract?

At the end of your minimum period we will reduce the price of your airtime plan by moving you onto the nearest equivalent pay monthly SIM only airtime plan, taking into account any discounts or airtime offers agreed with you when you signed up to this agreement and any price adjustment that has occurred during in that time.

The new airtime plan will be a 30 day rolling contract (which either of us can end for any reason by giving at least 30 days' notice) and detailed on your next monthly bill, and you can contact the team with any questions. We will continue to bill you for these charges in the same way until you or we cancel the agreement as permitted under clause J.

If you do not wish your contract to change in this way and to cancel the agreement at the end of the minimum period you need to provide us with notice at least 30 days' notice (before the end of your minimum period).

* Any increase to the price of your airtime plan during the lifetime of your contract will continue post the end of your contract. If you migrate to another plan during your contract, your monthly price after the end of your contract will reflect your new airtime plan.

Can I change my payment details?

If you want to change the bank account details for your monthly Direct Debit, you can do this online by logging in to Your Account.

And if you have Virgin Media Protect insurance, you'll need to contact the Virgin Media Protect team on 0345 030 3291 in order to update your Direct Debit payment details.

Can I change my Classic tariff while I’m still in contract?

Yes, we give you the freedom to increase or decrease your allowances once a month. Just log in to Your Account to choose your new tariff, the changes will go through on your next refresh date.

Can I upgrade to a new handset while I’m still in contract?

Yes, you can upgrade your handset from as early as 12 months into your 24 month contract.


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