Leaving Virgin Media
If you want to know how to cancel your Virgin Media contract, or you’re moving to an area where our services aren’t available, here’s everything you need to know.
How to cancel your Virgin Media contract
To cancel Virgin Media broadband as well as our other services, use the options below to find the method that works for you. Accessibility and extra support
Launch modalI'm thinking of cancelling Virgin Media
Once you’ve told us you want to cancel, there are a few more steps involved:
Check your bill
Make sure you check and pay your closing bill, which covers your service costs and usage charges up to your disconnection date.
Return our kit
We’ll either arrange to come round and collect it from you or we’ll send you a pack to return it free of charge.
Save important emails
You’ll lose access to any emails on your Virgin Media account after 90 days once you’ve been disconnected.
I'm thinking of cancelling Virgin Media
We’re sorry you want to leave us. If it’s because you’re unhappy with our service, we may be able to fix things.
If you’re experiencing any faults, check our service status tool to see what the issues are – and how we can solve them.
If something has changed and your package no longer suits your needs, we might be able to find you a better one. Chat to us online or call 150 from a Virgin Media phone (or 0345 454 1111 from any other phone).
And finally, if you’re leaving us due to moving home, or you need to cancel because of a bereavement, a critical illness or the cost of living - check our pages for more help, as you do have other options.
Find out more with our FAQs
If you’re still in your minimum period, you may have to pay a cancellation fee.
In some cases, we may be able to credit this charge back to you. Our team will let you know the full process, so you’ll only pay what you need to.
Find out more about our cancellation fees, including guidance on how to estimate your likely charges.
You can cancel your agreement at any time by giving 30 days’ notice. If you cancel before your minimum period has finished (after the cooling off period) you may have to pay an early disconnection fee. You may also be asked to return your Virgin Media equipment.
Find out more about our cancellation fees, including guidance to help you estimate any likely fees.
You’ll need to check with your new provider if that’s possible, just make sure to do this before our services are disconnected.
14-day cooling off period
If you take out a new contract with us online, by email, by phone, or if a member of the team comes to your home, you have the right – under the Consumer Contracts Regulations – to cancel within 14 days, for any reason and without paying an early disconnection fee.
If you cancel within those 14 days, you can have your service disconnected within 30 days of giving your notice, or immediately if you’d prefer.
You may start a contract if you do either of the following:
- take out a new broadband, TV or home phone service
- add a new TV package or subscription midway through an agreed term
Your 14-day cooling off period will start from one of the below, whichever is the most recent:
- the day after any Virgin Media equipment is delivered
- the service start date
- the day on which you receive a copy of the Virgin Media terms and conditions relating to that service
This means you may have longer than the usual timeframe to decide whether to cancel.
Please note – by placing your order, you’re asking us to start providing your Virgin Media services as soon as possible, even if this is within your 14-day cooling off period. You can still cancel during this period, but you may need to pay for any services we’ve already provided. If you keep other Virgin Media services, any discounts, offers or benefits linked to the cancelled service may no longer apply.
Cancelling outside the cooling off period
Unless stated otherwise, you can cancel your service at any time by giving us 30 days’ notice.
If you choose to cancel before your agreed minimum term ends (and not during the cooling off period), you may have to pay an early disconnection fee. Don’t worry, we’ll tell you how much this will be before you cancel.
Your minimum term will normally be 24 months, but you can find out details specific to your contract in your Contract Information and Contract Summary forms. We provide these to you when you agree to the contract.
Once your minimum term ends, your service and contract will continue on a rolling monthly basis, and you can cancel at any time without paying any early disconnection fees – you just need to give us 30 days’ notice.
I'm thinking of cancelling Virgin Media
We’re sorry you want to leave us. If it’s because you’re unhappy with our service, we may be able to fix things.
If you’re experiencing any faults, check our service status tool to see what the issues are – and how we can solve them.
If something has changed and your package no longer suits your needs, we might be able to find you a better one. Chat to us online or call 150 from a Virgin Media phone (or 0345 454 1111 from any other phone).
And finally, if you’re leaving us due to moving home, or you need to cancel because of a bereavement, a critical illness or the cost of living - check our pages for more help, as you do have other options.
Find out more with our FAQs
If you’re still in your minimum period, you may have to pay a cancellation fee.
In some cases, we may be able to credit this charge back to you. Our team will let you know the full process, so you’ll only pay what you need to.
Find out more about our cancellation fees, including guidance on how to estimate your likely charges.
You can cancel your agreement at any time by giving 30 days’ notice. If you cancel before your minimum period has finished (after the cooling off period) you may have to pay an early disconnection fee. You may also be asked to return your Virgin Media equipment.
Find out more about our cancellation fees, including guidance to help you estimate any likely fees.
You’ll need to check with your new provider if that’s possible, just make sure to do this before our services are disconnected.
14-day cooling off period
If you take out a new contract with us online, by email, by phone, or if a member of the team comes to your home, you have the right – under the Consumer Contracts Regulations – to cancel within 14 days, for any reason and without paying an early disconnection fee.
If you cancel within those 14 days, you can have your service disconnected within 30 days of giving your notice, or immediately if you’d prefer.
You may start a contract if you do either of the following:
- take out a new broadband, TV or home phone service
- add a new TV package or subscription midway through an agreed term
Your 14-day cooling off period will start from one of the below, whichever is the most recent:
- the day after any Virgin Media equipment is delivered
- the service start date
- the day on which you receive a copy of the Virgin Media terms and conditions relating to that service
This means you may have longer than the usual timeframe to decide whether to cancel.
Please note – by placing your order, you’re asking us to start providing your Virgin Media services as soon as possible, even if this is within your 14-day cooling off period. You can still cancel during this period, but you may need to pay for any services we’ve already provided. If you keep other Virgin Media services, any discounts, offers or benefits linked to the cancelled service may no longer apply.
Cancelling outside the cooling off period
Unless stated otherwise, you can cancel your service at any time by giving us 30 days’ notice.
If you choose to cancel before your agreed minimum term ends (and not during the cooling off period), you may have to pay an early disconnection fee. Don’t worry, we’ll tell you how much this will be before you cancel.
Your minimum term will normally be 24 months, but you can find out details specific to your contract in your Contract Information and Contract Summary forms. We provide these to you when you agree to the contract.
Once your minimum term ends, your service and contract will continue on a rolling monthly basis, and you can cancel at any time without paying any early disconnection fees – you just need to give us 30 days’ notice.