Below you’ll find loads more about what each type of cookie is and what it does. You’ll also see us talk about whether a cookie is 1st party and 3rd party, and if it’s a session or persistent cookie. 1st party cookies are created directly by our website, whilst 3rd party cookies are created by other websites, and are typically used for tracking and advertising across different websites. Session cookies are temporary and will be deleted when you close your browser. Persistent cookies are saved within your browser and are only deleted if you clear your browsing data yourself or if they hit their expiry date.
Our cookies and what they do
Our website won't work properly without our essential cookies. They help you move around the secure areas of the website and let you do things like using your shopping basket, managing your bills online or even talking to us online through Live Chat.
We use essential cookies to:
- Remember information you've entered on order forms when you visit different pages in a single web browser session
- Remember what you’ve placed in your basket when you get to the checkout page
- Identify you as being signed into our website
- Provide help content for our products and services
These essential cookies will not be used to:
- Remember your preferences or username beyond your current visit
Cookie list:
Function:
Technical operation of the website
Purpose:
These cookies are required for the technical operation and delivery of our website to users. Including things like session management, shopping baskets and remembering your serviceability results.
Cookies:
prop1_pn (1 Day expiry / 1st Party)
prop2_pn (1 Day expiry / 1st Party)
sso.test.cookie (Session expiry / 1st Party)
vmez (1 Year expiry / 1st Party)
desktopPoweredLink (1 Year expiry / 1st Party)
dtLatC (Session expiry / 1st Party)
dtPC (Session expiry / 1st Party)
dtSa (Session expiry / 1st Party)
dTValidationCookie (Session expiry / 1st Party)
BIGipServerConnectApp_Dynatrace (Session expiry / 3rd Party)
EG-S-ID (Session expiry / 1st Party)
PHPSESSID (Session expiry / 1st Party)
rxVisitor (Session expiry / 1st Party)
rxvt (Session expiry / 1st Party)
source (1 Month expiry / 1st Party)
vi (Session expiry / 1st Party)
virginquickpaybrand (Session expiry / 1st Party)
virginquickpayscenario (Session expiry / 1st Party)
CONSENTMGR (1 Year expiry / 1st Party)
hp-v3 (2 Years expiry / 1st Party)
TSXXXXXXXX (Session expiry / 1st Party)
Optanonconsent (1 Year expiry / 1st Party)
OptanonAlertBoxClosed (1 Year expiry / 1st Party)
productsInBasket (Session expiry / 1st Party)
memberID (0 Days expiry / 1st Party)
SJSESSIONID (Session expiry / 1st Party)
cable_serviceability (1 Year expiry / 1st Party)
firstSession (181 Days expiry / 1st Party)
dataLayer_productChannel (Session expiry / 1st Party)
dataLayer_productType (Session expiry / 1st Party)
JSESSIONID (Session expiry / 1st Party)
saveBasketCookie (1 Year expiry / 1st Party)
test (Session expiry / 1st Party)
__RequestVerificationToken (Session expiry / 1st Party)
GUID (Session expiry / 1st Party)
url.key (3649 Days expiry / 1st Party)
ASP.NET_SessionId (Session expiry / 1st Party)
vmBasketItems (1 Year expiry / 1st Party)
TSURLCK_test (Session expiry / 1st Party)
pfidpaid (1 Year expiry / 1st Party)
VM_journey (29 Days expiry / 1st Party)
basketBollyData (Session expiry / 1st Party)
cookietest (Session expiry / 1st Party)
eVar33 (Session expiry / 1st Party)
ULM-JSESSIONID (Session expiry / 1st Party)
BIGipServerXXXXXXXXX (Session expiry / 1st Party)
cms.vm.user (Session expiry / 1st Party)
ENABLE_AVAILABILITY (Session expiry / 1st Party)
productsinfo (Session expiry / 1st Party)
VMSERVID (Session expiry / 1st Party)
userSource (6 Days expiry / 1st Party)
SESSION (Session expiry / 1st Party)
_GRECAPTCHA (180 Days expiry / 3rd Party)
returningSession (181 Days expiry / 1st Party)
auth (Session expiry / 1st Party)
savedBasketDetails (1 Year expiry / 1st Party)
refreshsession (1 Year expiry / 1st Party)
customerSessionGuid (Session expiry / 1st Party)
PF (Session expiry / 1st Party)
error-page (1 Year expiry / 1st Party)
custsession (1 Year expiry / 1st Party)
TSPD_101_DID (Session expiry / 1st Party)
VMS_PC (29 Days expiry / 1st Party)
visitedBillExpGuide (9 Months / 1st Party)
Function:
Tag management
Purpose:
These cookies allow our tag management solution to work. This enables us to add and remove functionality to our website. We use a tool called Tealium and Google Tag Manager.
Cookies:
_gat_tealium_0 (1 Day expiry / 1st Party)
utag_main (1 Year expiry / 1st Party)
FPLC (1 Day / 1st Party)
FPID (13 Months / 1st Party)
Function:
Session management
Purpose:
These cookies are for session management for specific parts of our website.
Cookies:
AWSALB (7 Days expiry / 1st Party)
AWSELB (7 Days expiry / 1st Party)
AWSALBCORS (7 Days expiry / 1st Party)
BIGipServerxxxx (Session expiry / 3rd Party)
Function:
Personalised content
Purpose:
These cookies allow us to deliver personalised content on the Virgin TV Edit or What to watch pages. We use a tool called Playbuzz.
Cookies:
DFPTargetingByUser
pb_analytics
pb_utm
pblikehandler
pb-tracking-id (1 Month expiry / 3rd Party)
Function:
Live chat
Purpose:
These cookies are used to enable Live Chat on the website letting you purchase or get help by chatting to one of our agents. We use a tool called Amazon Connect and LivePerson.
Cookies:
aws-waf-token (14 Days / 1st Party)
amazon-connect-* (Session / 1st Party)
awschat_jwtToken (1 Year / 1st Party)
awschat_sessionId (1 Year / 1st Party)
awschat_config (Session / 1st Party)
awschat_state (Session / 1st Party)
LPSessionID (Session / 3rd Party)
LPSID-61939614 (Session / 1st Party)
LPVID (1 Year / 1st Party)
LPVisitorID (1 Year / 3rd Party)
lpTestCookieXXXXXXXXXXXX (Session / 1st Party)
vm_conversation (Session / 1st Party)
Function:
YouTube
Purpose:
We use YouTube as way of delivering help videos on to our website to help assist users with set up instructions or any issues they might be facing with their equipment.
Cookies:
GPS (1 Day expiry / 3rd Party)
VISITOR_INFO1_LIVE (6 Months expiry / 3rd Party)
YSC (Session expiry / 3rd Party)
Function:
Aklamio
Purpose:
We use Aklamio as our refer a friend partner. They profile the capability on our website to allow us to track and complete any refer a friend orders.
Cookies:
_aklamio_v5_session (Session expiry / 3rd Party)
_currentHash (Session expiry / 3rd Party)
Locale (1 Year expiry / 3rd Party)
shop_country (1 Year expiry / 3rd Party)
TrackingID (10 Years expiry / 3rd Party)
Function:
Django Project
Purpose:
Helps prevent cross site request forgeries.
Cookies:
Csrftoken (1 Year expiry / 3rd Party)
Function:
Website Internal Redirects
Purpose:
These cookies enable us to redirect to different parts of the website in case there are times where parts of our website are unavailable or if we are migrating to new platforms on the site.
We use Google Optimize and Optimizely, which we also use for website testing and personalisation (see Functional Cookies), but don’t worry, unless you give us consent to place Functional Cookies too, the website testing and personalisation activities will be disabled.
Cookies:
_gaexp (90 Days expiry / 1st Party)
_opt_awcid (24 Hours expiry / 1st Party)
_opt_awmid (24 Hours expiry / 1st Party)
_opt_awgid (24 Hours expiry / 1st Party)
_opt_awkid (24 Hours expiry / 1st Party)
_opt_utmc (24 Hours expiry / 1st Party)
optimizelyEndUserID (6 Months expiry / 1st Party)
optimizelyRedirectData (5 seconds expiry / 1st Party)
optimizelyDomainTestCookie (6 Months expiry / 1st Party)
optimizelyOptOut (10 Years expiry / 1st Party)
AWSELB (Session / 1st Party)
optimizelyRumLB (Session / 1st Party)
zaius_js_version (11 Months / 1st Party)
z_idsyncs (11 Months / 1st Party)
Our functional cookies help us to test new versions of our website. They also help us to personalise things so that we can show offers and upgrades to our customers. We can use them to deliver tools to help improve your browsing experience, too. And again, these cookies never identify individual users.
We use functional cookies to:
- Display personalised offers and communications
- Provide more relevant and personalised help content
These essential cookies will not be used to:
- Gather information that could be used to advertise products or services to you on other websites
- Remember your preferences or username beyond your current visit
- Target adverts to you on any other website
Cookie list:
Function:
Personalised content/offers
Purpose:
These cookies allow us to pseudonymously create user groups that we can then deliver relevant content to, such as displaying personalised offers and marketing communications, and provide more relevant content.
We use Zeotap.
Cookies:
zs (60 Minutes expiry / 1st Party)
zi (365 Days expiry / 1st Party)
Identity (365 Days expiry / 1st Party)
IDP (365 Days expiry / 1st Party)
zc (730 Days expiry / 1st Party)
zsc (1 Day expiry / 1st Party)
zuc (365 Days expiry / 1st Party)
Function:
Website Personalisation
Purpose:
These cookies enable us to change the appearance of our website to present personalised content and offers to users of our website.
We use Google Optimise and Optimizely.
Cookies:
_gaexp (90 Days expiry / 1st Party)
_opt_awcid (24 Hours / 1st Party)
_opt_awmid (24 Hours / 1st Party)
_opt_awgid (24 Hours / 1st Party)
_opt_awkid (24 Hours / 1st Party)
_opt_utmc (24 Hours / 1st Party)
optimizelyEndUserId (6 Months / 1st Party)
optimizelyRedirectData (5 Seconds / 1st Party)
optimizelyDomainTestCookie (6 Months / 1st Party)
optimizelyOptOut (10 Years / 1st Party)
AWSELB (Session / 1st Party)
optimizelyRumLB (Session / 1st Party)
zaius_js_version (11 Months / 1st Party)
z_idsyncs (11 Months / 1st Party)
These cookies allow us to gather information so that we can improve the performance of our website, so that we can give our users the best browsing experience possible.
We use performance and analytics cookies to:
- Help us improve the website by measuring any errors that occur
- Provide the ability for users to give us feedback
- Provide anonymous statistics on how our website is used
These essential cookies will not be used to:
- Remember your preferences or username beyond your current visit
- Target adverts to you on any other website
Cookie list:
Function:
Website feedback
Purpose:
These cookies allow us to provide users with the ability to provide us feedback about our website.
We use Qualtrics here.
Cookies:
__cfduid
QSI_HistorySession (Session expiry / 1st Party)
TRACK_TLS1_0
__CT_Data (1 Year expiry / 3rd Party)
QSI_SI_3QJbXKX5ggWD0B7_intercept (2 Months expiry / 1st Party)
Ratest (Session expiry / 3rd Party)
RVIDExtId (10 Years expiry / 3rd Party)
ctm (1 Year expiry / 3rd Party)
Function:
Website troubleshooting
Purpose:
These cookies allow us to monitor and review the journeys our users experience on our website which helps us to analyse what aspects of the website are working well and where we can improve your experience.
We use Content Square here.
Cookies:
_cs_id (13 Months expiry / 3rd Party)
_cs_s (30 Minutes expiry / 3rd Party)
_cs_vars (Session expiry / 3rd Party)
_cs_ex (30 Days expiry / 3rd Party)
_cs_c (13 Months expiry / 3rd Party)
_cs_optout (13 Months expiry / 3rd Party)
_cs_mk (30 Minutes expiry / 3rd Party)
Function:
Website use
Purpose:
These cookies give us an overall picture of how visitors use our website. They let us understand how many visitors we get on each page and what they choose to do on it. We use this information to help improve the quality of our website to give users a better browsing experience.
We use Google Analytics.
Cookies:
_ga (2 Years expiry / 1st Party)
_gid (24 Hours expiry / 1st Party)
_gat (1 Minute expiry / 1st Party)
_ga_7NQRHWTHK9 (2 Years expiry / 1st Party)
_gac_UA-166086128-1 (90 Days expiry / 1st Party)
AMP_Token (1 Year expiry / 1st Party)
Function:
Adobe Analytics
Purpose:
These cookies are associated with Adobe Analytics. These cookies give us an overall picture of how visitors use our website. They let us understand how many visitors we get on each page and what they choose to do on it. We use this information to help improve the quality of our website to give users a better browsing experience.
Cookies:
#s_ecid (2 Years expiry / 1st Party)
#s_cc (Session expiry / 1st Party)
#s_sq (Session expiry / 1st Party)
#s_vi (2 Years expiry / 1st Party)
#s_fid (2 Years expiry / 1st Party)
#s_nr (2 Years expiry / 1st Party)
#s_ppv (Session expiry / 1st Party)
Function:
Scorecard Research
Purpose:
This cookie is set to measure the number and behaviour of visitors to our website. It helps our researchers send out more relevant surveys to better understand user preferences.
Cookies:
#UIDR (2 Years expiry / 3rd Party)
Function:
Hot Jar
Purpose:
This cookie helps provide analytics information for our careers website.
Cookies:
#_hjIncludedInSample (Session expiry / 1st Party)
These cookies collect information about your browsing habits to show you advertisements relevant to your interests, including remarketing on other websites, based on the products and services you've viewed.
We use advertising cookies to:
- Link to social networks who may use information about your visit to target advertising to you on other websites
- Provide advertising agencies and our trusted partners with information on your visit so that we can present adverts that you may be interested in, and prevent you receiving duplicate adverts
Cookie list:
Function:
Enabling content sharing by users
Purpose:
We use the AddThis social sharing widget, which is commonly embedded in websites to enable visitors to share content with a range of networking and sharing platforms. It stores an updated page share count.
Cookies:
__atuvc (13 Months expiry / 1st Party)
__atuvs (1 Day expiry / 1st Party)
loc (13 Months expiry / 3rd Party)
uvc (13 Months expiry / 3rd Party)
Function:
Social media advertising
Purpose:
We use these cookies to enable advertising to be displayed across social media channels. These cookies provide our social media partners with information on how our website is used.
Our partners include:
Facebook
Twitter
Snapchat
Instagram
Nextdoor
Cookies:
_fbp (3 Months expiry / 1st Party)
AA003 (3 Months expiry / 3rd Party)
ATN (2 Years expiry / 3rd Party)
fr (3 Months expiry / 3rd Party)
guest_id (2 Years expiry / 3rd Party)
lang (Session expiry / 3rd Party)
personalization_id (2 Years expiry / 3rd Party)
sc_at (2 Years expiry / 3rd Party)
mid (10 Years expiry / 3rd Party)
rur (Session expiry / 3rd Party)
ig_did (10 Years expiry / 3rd Party)
Nextdoor (1 Year expiry / 3rd Party)
_scid (2 Years expiry / 3rd Party)
Function:
Tracking advertising impact
Purpose:
These cookies find information around how the end user uses our website and any advertising that the end user may have seen.
We use:
Mark Monitor
The Trade Desk
Ecustomeropinions
Quantserve
Cookies:
kuid (6 Months expiry / 3rd Party)
e_LrAx4u8R^action|clientsitevisit^event (2 Days expiry / 3rd Party)
TDCPM
TDID
X-Mapping-clecnpcg (Session expiry / 1st Party)
X-Mapping-fjhppofk (Session expiry / 1st Party)
Mc (13 Months expiry / 3rd Party)
Function:
Tracking third party/affiliate referrals
Purpose:
This cookie stores an affiliate ID which is used for identifying 3rd party or affiliate referrals so we can understand how users reached out website.
Cookies:
aff
AWIN
aw_m***** (1 Year expiry / 1st Party)
aw_sn***** (1 Year expiry / 1st Party)
Function:
Online targeted advertising
Purpose:
These cookies are set by our advertising partners to build a profile of the website visitor's interests and show relevant adverts on other sites.
These partners include:
DoubleClick (which is owned by Google)
Bing
YouTube
Addform
Quantcast
Amazon
Cookies:
id
IDE (13 Months expiry / 3rd Party)
MUID (13 Months expiry / 3rd Party)
MUIDB (13 Months expiry / 3rd Party)
_EDGE_S (Session expiry / 3rd Party)
_EDGE_V (13 Months expiry / 3rd Party)
PREF
UID (2 Months expiry / 3rd Party)
__qca (13 Months expiry / 1st Party)
_SS (Session expiry / 3rd Party)
ad-id (9 Months expiry / 3rd Party)
ad-privacy (5 Years expiry / 3rd Party)
NID (6 Months expiry / 3rd Party)
SRCHD (13 Months expiry / 3rd Party)
SRCHUID (13 Months expiry / 3rd Party)
SRCHUSR (13 Months expiry / 3rd Party)
CONSENT (2 Years expiry / 3rd Party)
_gcl_au (3 Months expiry / 1st Party)
Function:
Lithium
Purpose:
These cookies collect and store data on a per browser basis (with a unique ID per browser), but the data is used only in the aggregate to collect statistics about different types of site visits. This information helps our 3rd party to streamline our advertising.
Cookies:
LiSESSIONID (Session expiry / 1st Party)
LithiumVisitor (Session expiry / 1st Party)
VISITOR_BEACON (10 Years expiry / 1st Party)
Function:
ThingLink
Purpose:
This is a technical cookie which keeps track of whether you’re currently browsing on the mobile or desktop version of our site. It’s a session cookie, which means that it’s deleted when you close your browser.
Cookies:
site (Session expiry / 3rd Party)
Function:
WDS Global
Purpose:
TBC
Cookies:
#COOKIE_FLOW_REFERER (Session expiry / 3rd Party)
Function:
Everest
Purpose:
These cookies carry out information about how the end user uses the website and any advertising based on the pages the user has viewed.
Cookies:
#everest_g_v2 (2 Years / 3rd Party)
#everest_session_v2 (Session expiry / 3rd Party)
Function:
TBC
Purpose:
TBC
Cookies:
#f5avrbbbbbbbbbbbbbbbb (Session expiry / 3rd Party)
#k_visit (1 Year / 3rd Party)
Function:
Attribution
Purpose:
These cookies allow us to better understand how users engage with our site and the customer journey. We use a tool called Lantern.
Cookies:
ACCOUNTNAME_lantern (30 days / 1st Party)
ACCOUNTNAME_lantern (2 Years / 3rd Party)
lantern (30 days / 1st Party)
Your Virgin Media cookie settings
Remember – essential cookies have to stay on!
But if you want to change or manage your non-essential cookie settings for this site, you can update your settings now.
There are some legacy cookies on this site that can’t yet be managed through your cookie settings, these are the cookie names that are prefixed with an hash symbol (#) and are from some of our historical advertising and analysis partners. Having these switched on won’t intrude on your browsing experience, and any advertising or analysis is anonymous. We’re working hard to update these as soon as we can. In the meantime, you can manage those cookies by changing your browser settings to restrict, block or delete cookies if you want. Each browser is different, so check the ‘Help’ menu of your particular browser (or your mobile device or tablet manual) to learn how to change your cookie preferences. Many browsers have universal privacy settings for you to choose from.
- How to manage cookies in Microsoft Edge
Cookie settings in most versions of Internet Explorer can be found by clicking the tools option and then the privacy tab.
- How to manage cookies in Firefox
Cookie settings in Firefox are managed in the Options window's Privacy panel. See Options window - Privacy Panel for information on these settings.
- How to manage cookies in Chrome
Click on the spanner icon on the toolbar, select settings, click the under the bonnet tab, click on content settings in the privacy section.
- How to manage cookies in Opera
You can manage cookies in Opera if you Click on settings, then Preferences, then Advanced and finally Cookies.
- How to manage cookies in Safari
Choose Safari, then preferences and then click security. You should then be able to specify if and when Safari should accept cookies.
- To manage cookies on your mobile device or tablet please consult your manual or handbook.
For more info on how we use your personal data; please see our Privacy Policy
Email pixels
An email tracking pixel is an invisible 1px by 1px image inserted into an email to help us understand your interactions with that email and to improve the email communications we send. Email pixels provide insight to tell us things like whether you opened the email, how many times and the device you used, helping to inform our marketing strategies. The email pixel sits within the email communication, but it stores nothing on your device. If you delete the email this will also delete the pixel.
How to turn off the application of email pixels
You can turn off the application of email pixels by closing the email before you download any images or click on any links. Many mailbox providers allow you to block the loading of images containing pixels in any emails received and you can adjust the settings in your mobile or web app to enable this. Many mobile and desktop devices will also allow you to adjust the settings on the device to block the loading of images containing pixels. We do not control these third-party settings and are not responsible for the privacy policies of these third-party organisations. Please refer to their policies if you want to learn more about these settings.