Early Disconnection Fees
Terms and Conditions
Early Disconnection Fee - will I be charged?
When you take your chosen Broadband, TV, and/or Phone services from us (including where those services may be bundled with a Virgin Mobile SIM) for a minimum period, you agree to continue those services at your current address for that minimum period. Typically, the minimum period will be 6, 9, 12, 18 or 24 months, but we will have agreed with you your minimum period before the start of your service(s) and you can find details of your minimum period in your Contract Information, Contract Summary and Residential Services Contract (or service change receipt).
If you decide to end part or all of your services with Virgin Media during a minimum period, we may charge you an Early Disconnection Fee. If you are moving house, please refer to the FAQ section below
If you also have a contract with O2 and want to cancel that contract, please see https://www.o2.co.uk/termsandconditions/mobile/our-latest-pay-monthly-mobile-agreement for details of Early Termination Charges that apply to their services.
Early Disconnection Fee - how much will it be?
The Early Disconnection Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period and will be less any costs we save, including the cost of no longer providing you with the services.
Early Disconnection Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services (including any discounts or offers), and how much of your minimum period remains for each service. Therefore, the charge will be different for customers, even if services are the same.
We explain how we calculate our Early Disconnection Fees below, and provide some examples so you can see the likely charge for your contract. If you contact us to cancel part or all of your services, we will tell you your actual Early Disconnection Fee. Please remember that since 1 April 2022, VAT is charged on Early Disconnection Fees, in accordance with HMRC requirements.
To enable you to estimate your Early Disconnection Fee, we’ve set out in the tables here a guide to the amount you’d likely be charged, depending on your services. There are two tables, “1. Standard pricing” and “2. Offer pricing”. If you have a bundle that has a discount for the full duration of your minimum term (e.g. £X for 18 months, then £Y thereafter), please refer to the “2. Offer pricing” table; otherwise please use the “1. Standard pricing” table.
*Offer pricing on Triple Play Bundles can in very few cases result in lower Early Disconnection Fees; please ensure you check with our agents for the exact figure that would apply to your Bundle.
All Early Disconnection Fees apply after the standard 30-day notice period. So, if you wish to cancel and have 5 months remaining in your minimum period, you will need to provide 30 days’ notice, during which you will retain (and continue to pay for) your services and be charged an Early Disconnection Fee for the remaining 4 months.
If your current contract with us started prior to 4th April 2023, any Early Disconnection Fee will be capped at £288 (includes VAT). If you are a new or recontracting customer on or after 4 April 2023, this cap does not apply.
How Do I Calculate my Early Disconnection Fee?
Please see here.
The Virgin Media network does not cover all of the UK – please use our post code checker by clicking here to check availability. If you move outside our network area during your minimum period, you might have to pay an early disconnection fee for ending your contract early. If you move to another address and we have agreed with you to continue providing you with the same Virgin Media services at your new address, an Early Disconnection Fee will not be applied and the remainder of your minimum period will continue at your new address.
If you’re moving outside our network area but still within the UK and give us some valid evidence of your new address, we’ll credit you back the early disconnection fee. When submitting your disconnection request, our team will explain the next steps and you’ll get a request for valid proof of your new UK address. If we get this back within 30 days and it’s validated, we’ll apply a credit to the value of your early disconnection fee to your account. If you’ve already been billed for your early disconnection fee before we apply the credit, we’ll still apply the credit to your account. As per paragraph N.11 of our terms and conditions, if there’s any credit remaining on your account after we’ve made the deductions, we’ll get in touch with you to refund you the remaining credit 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, at the point of sale, you think you might move outside the Virgin Media network area before the end of your minimum period, one of our 30-day rolling contracts might be better for you.
Do I need to return your kit if I cancel?
If you cancel your service, you will need to return your kit to Virgin Media. If you fail to return or make available the equipment for collection within the given notification period for any reason, we are entitled to charge you for the replacement cost or reasonable recovery costs of the equipment – any Equipment Return Charge will be separate to an Early Disconnection Fee. For more details on how to return the equipment, click here.