Virgin Media and O2 joined forces in June 2021, creating one of the nation’s largest telecoms providers – offering award-winning mobile services and the UK’s fastest widely available broadband in one place.
In January 2023, we announced that Virgin Mobile customers would be moving to O2 plans by the end of the year, and that we’d be simplifying our mobile offering under the O2 and giffgaff brands.
We stopped trading as Virgin Mobile at the end of August.
Nearly all Virgin Mobile customers have now been moved onto equivalent O2 plans. We’ll finish this process by the end of 2023.
Customers will stay contracted with Virgin Mobile, but O2 will provide their services. They’ll also have new terms, which you can read here.
Don’t worry – Virgin Media services like broadband, TV and home phone aren’t changing at all.
We'll send you either letters or emails explaining everything 30 days before your move date, and you'll get reminder texts nearer the time. Then, we'll text you the day after we move you across, letting you know your first O2 bill's ready.
Once you've moved, you'll receive emails welcoming you to O2, so please keep an eye on your inbox.
After the move, you'll stay contracted with Virgin Mobile, but O2 will provide your services.
If you want to chat to us about upgrading your existing loan agreement, or make any payments, call us on 0344 809 0202 – or 202 from your O2 mobile.
To find out the balance on an existing loan agreement, check your details, see your payment schedule and more, sign in to our Customer Loan Portal.
You'll find your sign in info in the two emails we sent you when you took out your device contract.
These will have come from YourAccount@virginmedia.co.uk with the subject lines: 'IMPORTANT – Your new credit agreement from Virgin Media' and 'IMPORTANT – Your password from Virgin Media'.
Don't have these emails saved? Call our team on 0344 809 0202, or 202 from your O2 mobile, and we'll resend them.
Any existing loan arrangements with Virgin Mobile aren't affected by your move to O2, and you'll continue to pay off your existing loan in the normal way.
If you’ve been moved to O2 and have any questions about your service, please call us on 0344 809 0202 – or 202 from your O2 mobile.
Hold tight – we’ll send you all the info you’ll need soon.
This’ll include your move date and new O2 tariff, which’ll be the same or better than your Virgin Mobile tariff.
In most cases, you won’t need to do anything on the day of your move except keep your phone on.
All new sales and upgrades for Virgin Mobile will finish at 6.45pm on 31 August 2023. If you’d like to bring an existing number from another provider across to Virgin Mobile, you must do this before the end of 7 September. Our call centres are open from 8am–9pm.
If you haven’t given us your PAC/STAC info by then, you’ll need to wait until you’ve been moved to an O2 plan before you can port your number across.
The easiest way to see your last 12 months of bills is in your Online Mobile Account here.
If you need more detailed info, or bills from longer ago, please call us on 0344 809 0202 – or 202 from your O2 mobile.
We’ve made a video to guide you through the process – check it out here.
If you still need help, please call us on 0845 6000 789.
Virgin Media offers a 12-month manufacturer’s warranty on Apple products, and a 24-month one on Android products.
You’ll find more info in the box you received when you bought your device.
Please follow that, or visit your manufacturer’s website if you don’t have it anymore.
If your device is damaged, lost or stolen, don’t worry – we’ll continue to support you as we always have. If you’ve been migrated to O2, call 0344 809 0202. If you’re abroad, it’s +44 7860 980 202. If you’re still on a Virgin Mobile plan, ring 0345 454 1111.
If you have insurance on your Virgin Mobile device, you find all the info you need – including our claims process – here.
giffgaff is a mobile operator that's owned by O2 and runs on the O2 network. It offers flexible plans for freedom-seekers - from Pay As You Go and monthly rolling options to longer contracts with loads of value.
giffgaff's all about doing good – for you, your pocket and our planet.
In fact, it's officially a B Corp, joining a network of more than 1,000 UK companies that want to make a positive impact on the world around us.
giffgaff was voted Uswitch Network of the Year 2023 for the third year running.