These terms and conditions set out the agreement between (1) you ('you' or 'your'); (2) Virgin Media Limited, (Company Number 02591237) whose registered address is 500 Brook Drive, Reading, RG2 6UU ('us','we' or 'our'); and (3) Virgin Media Payments Limited, (Company Number 06024812), whose registered address is 500 Brook Drive, Reading, RG2 6UU ('Virgin Media Payments').
Your use of the services will be governed by these terms and conditions, the additional terms set out in your customer contract, any service change receipt and the “Legal Stuff". Please read through these terms and conditions carefully, as they apply to all residential customers who take services from us.
The words highlighted in bold throughout these terms and conditions have special meanings which can be found in the Glossary at the end of these terms and conditions. Also, where we say "include" or "including" in these terms and conditions and then give examples, it does not mean that these are the only examples of what we are referring to.
Summary of Terms:
Below this summary are the full terms and conditions. These terms and conditions (and the additional terms set out in your customer contract, any service change receipt and the “Legal Stuff" on our website) form your agreement with Virgin Media and Virgin Media Payments. When referring to “agreement” we mean all of these things. The agreement is legally binding, which means that we are making promises to each other about the services we provide and how you are permitted to use those services.
It is important that you read and understand the full terms and conditions before you order and start using our services. Just in case this summary and the full terms and conditions seem to say different things, the terms in the full terms and conditions will be the terms that apply.
Your right to cancel during the cooling off period - see Section M
How long does your agreement last?
The minimum period
What happens after the minimum period?
Paying for your service – See Section I
How do I end my agreement? See Section N
What if I move home during my minimum period? See Section O
Moving within the Virgin Media network area
Moving outside of the Virgin Media Network during your minimum period
Changes to prices, terms and conditions and the services we provide to you – See Sections K and N
Suspending and ending Services - See Sections L and P
Ending this agreement - See Sections N and R
Your rights under Consumer Law and Regulation – See Sections R.11 to R.12
Your information - See Section J
In these cases, we will normally contact you and try to resolve the issue where reasonably possible. However, where applicable we may make a charge to reflect our costs in connection with suspending and starting supply of the services again. You must pay this charge before you can use the services again. You may also be liable for all charges for services during this period of suspension.
We may choose to offer an enhanced cooling off period from time to time, and will inform you of this at the time of your purchase if this is the case.
we will notify you of this and you may cancel this agreement without paying an early disconnection fee by giving us at least 30 days' notice as set out in paragraph N.1. You need to give us that cancellation notice within 30 days of us notifying you. Any increased charges will not apply during your 30 day cancellation notice period. 7. On or after 28 February 2019, if you are a new customer purchasing our broadband services, or an existing customer that has either changed your broadband service, agreed to a new minimum period for your broadband service or re-contracted your existing broadband service, then if your broadband speed falls below the minimum guaranteed download speed and we have not remedied this within 30 days of your notifying us of this issue, or if we cannot fix the problem, we will notify you of your opportunity to end your agreement immediately without the payment of an early disconnection fee. You need to give us that cancellation notice within 30 days of us notifying you. In exceptional circumstances (for example where you cancel engineer visits or miss appointments) we may extend the 30 days remedy period but we will always discuss this with you beforehand. 8. We may end this agreement immediately by giving you notice: 1. if our authority to operate as a public communications provider is suspended for any reason; or 2. if in our reasonable opinion it is necessary to do so for security, technical or operational reasons. 9. When this agreement ends or you cancel a service, we will deactivate (permanently switch off) any relevant equipment we supplied to you to provide the services. You will no longer be able to use the equipment. 10. If you fail to return or make available for removal any item of the equipment which we have provided to you, you may have to pay extra charges for such equipment, including the replacement cost or reasonable recovery costs as set out in the price guides**. In addition to our other rights, we reserve the right to bring legal proceedings against you for the return of the equipment. 11. If this agreement is ended for any reason, or if any of the services are cancelled, Virgin Media Payments will be entitled to keep any money held (including deposits and advance payments) and to use that money to pay any obligation or debt you may owe under this agreement. We'll get in touch with you to refund to you any money remaining after these deductions, unless our costs to administer that refund outweigh the actual account balance. If that's the case, we'll donate the account balance to charity. If we have reasonably tried to contact you during the 6 month period after this agreement has ended, **but have not been able to, we may also donate your account balance to charity, whatever the amount.
acceptable use policy
the website at virginmedia.com/legal/acceptable-use-policy/explained
any equipment, including batteries or certain accessories which you may purchase from a supplier recommended by us or an alternative supplier.
the terms and conditions set out in this document, together with your contract terms, terms in any service change receipt and the Legal Stuff.
the television channels, on demand programmes, Pay-Per-View programmes, and any other content (including any new, extra or substitute content which we agree to supply you at a later date) which we make available to you from time to time, including on the television service.
cooling off period
where you have entered into a new contract with us, the 14 day period from the latest of (i) the day after the delivery of the equipment, (ii) the service start date, or (iii) the day on which you received a copy of these terms and conditions in printed or PDF format
the equipment will be our property at all times and includes any telecommunications or other equipment we supply to you as an essential part of providing the services (including upgrades and replacements). This may include any broadband modem (hub), set-top box, cables and ducts. This does not include additional equipment.
the residential property where we or you install equipment, and to which we agree to supply the services.
us providing internet access by way of high-speed connection through our network.
as well as the terms and conditions set out in this document, there are additional terms and conditions which apply to the supply of the services as published by us on the Virgin Media website or can be accessed through the equipment and/or the services, as updated by us in accordance with Section K, which include (but are not limited to) the "Early disconnection fees", the "Phone Review & Mobile Bonus", the "Line rental saver", the "Loss of Service Credit Guidelines", the "TV fraud and anti-piracy stuff", "Homeworks" and the "Acceptable Use Policy". If there is any conflict between the Legal Stuff and the terms and conditions in this document, the Legal Stuff will apply.
matters beyond our reasonable control
matters beyond our reasonable control, including the actions of third parties which we have no reasonable control over, lightning, flood or severe weather conditions, fire or explosion, civil disorder, damage or vandalism to our network or equipment, terrorist activities, war, actions of local or national governments or other authorities, or industrial disputes.
minimum guaranteed download speed
the minimum guaranteed download speed is 50% of the advertised speed of our service on the date that you placed the order, and is set out in the speeds table in your contract or service change receipt
the minimum period that you have agreed to allow us to supply you with and charge you for the services, starting from the service start date. Unless you are told otherwise by us, the minimum period will be 12 months from the service start date.
a programme or service which is offered for sale to you as an individual purchase either at specific start times or on demand.
the current list of charges as set out at www.virginmedia.com/legal/price-guides.
public communications provider
a public communications provider as set out in section 151 of the Communications Act 2003.
service start date
the first date on which the service is available for you to use; or
where no installation is required, the earlier of the date the service is activated or 7 days from the date you ordered the service from us; or
where you install the services yourself (via Quickstart or a similar self-installation solution), it will be either the first date on which each service is available for you to use the services or the date we receive confirmation that your installation kit has been delivered, whichever is earlier.
the services you have ordered including any new, extra or substitute services which we agree to supply you at a later date.
an electronic communications system or network.
the fees and call rates for your Virgin Phone (home phone), available online at www.virginmedia.com/callcosts or you can request a copy by calling us.
the television service that we may make available to you, including, interactive services, so-called ‘red-button’ services, apps and any other services and/or features and is accessible through the equipment provided by us and connected to a television set. Content will be made available on the television service.
total loss of service
this definition is set out in Virgin Media Automatic Compensation Scheme, please click here to view this policy
Virgin Media website
the website at www.virginmedia.com or any other website address we may tell you about.
equipment belonging to you or that you provide (for example, your television set, projectors, display monitors, computer interface card, printer and so on), including additional equipment.
‘VOLT’ PROMOTION TERMS AND CONDITIONS FOR VIRGIN MEDIA SERVICES The following promotion terms and conditions govern 'Volt’ benefits for Virgin Media services and only form a part of your Virgin Media customer contract once an eligible order for your Virgin Media Services to be supercharged with Volt has been accepted by Virgin Media.
These terms and conditions are in addition to:
Please read through these terms carefully.
For customers who have been supercharged with Volt or have had their Volt order accepted, Virgin Media reserves the right to change or withdraw the Volt benefits applicable to your relevant Virgin Media services or vary these Volt Promotion Terms and Conditions for Virgin Media services in accordance with the Virgin Media Standard Terms and Conditions. Otherwise, this promotion may be changed or withdrawn at any time and it shall not constitute a contractual modification for those existing Virgin Media broadband customers who already have an eligible O2 Pay Monthly Mobile Plan but did not place an order to unlock their Volt benefits pursuant to Section A.3 prior to such change or withdrawal.
A. What is “Volt” and how can you get the benefits?
B. Volt Broadband Speed Boost
C. Intelligent WiFi Plus
‘INTELLIGENT WIFI PLUS’ TERMS AND CONDITIONS The following terms and conditions govern Virgin Media’s intelligent WiFi Plus service and only form part of your Virgin Media customer contract once an eligible order for intelligent WiFi Plus has been accepted by Virgin Media.
Intelligent WiFi Plus is an optional additional service which you can cancel at any time by providing us with 30 days’ notice.
These terms and conditions are in addition to the terms and conditions of your residential customer service agreement for Virgin Media Television, Virgin Broadband and Virgin Phone Services (the “Virgin Media Standard Terms”).
Please read through these terms carefully.
Only Virgin Media residential broadband customers on packages of M50 Broadband or above who are experiencing WiFi blackspots in their home are eligible for the intelligent WiFi Plus service. Intelligent WiFi Plus is an optional additional service and availability is subject to stock availability.
You can cancel your intelligent WiFi Plus service at any time, just give us 30 days’ notice.
We may cancel your intelligent WiFi Plus service at any time by giving you 30 days’ notice.
If you subsequently cease to subscribe to a Virgin Media residential broadband package of M50 Broadband or above, your intelligent WiFi Plus service may be terminated. If your broadband service is suspended, your intelligent WiFi Plus service will be suspended too.
The price you pay for the intelligent WiFi Plus service will depend on your broadband package. If you subsequently choose to upgrade or downgrade your broadband package, we shall inform you of the new price payable for the intelligent WiFi Plus service.
In order to receive the intelligent WiFi Plus service you will need either a Virgin Media Hub 3 or Hub 4 with enhanced firmware features.
You will receive one WiFi Pod initially. A second and third WiFi pod is only available to customers following assessment of the WiFi performance inside the registered account address. You will need to call into our Fault Centres and a Virgin Media agent will complete the assessment remotely.
WiFi pods require self-installation via QuickStart and can be delivered via Click & Collect or optional home delivery. Delivery dates are subject to availability and could take over 30 days in busy periods. If we can’t provide the date you’ve chosen we’ll deliver on the next available date and confirm this by email.
All equipment remains the property of Virgin Media. It must be returned to us upon request or a charge may apply, please see price guide available at www.virginmedia.com/legal
Home environment, device limitations, number of users and time of day may affect WiFi performance. User speed varies with distance and depends on Pod and Hub location, as well as broadband package choice.
We reserve the right to withdraw the intelligent WiFi Plus service at any time. If you are an intelligent WiFi Plus customer, we reserve the right to amend these Intelligent WiFi Terms and the Intelligent WiFi Service in accordance with the Virgin Media Standard Terms and Conditions.