How to cancel Virgin Media broadband

Cancelling your Virgin Media contract

If you are a Virgin Media Customer who is moving home, looking for a better broadband deal or just want a change, you will have to cancel your current contract.  Don’t worry! It is not a difficult thing to do. 

Here we will go through all that you need to know about cancelling your contract, so that you can do it easily, or work out whether leaving is the best option for you.

When does my contract end?

Before you do anything else, the first thing to find out is whether you are still under contract.  Virgin Media’s contracts are either 9, 12, 18 or 24 months long, unless you are on a monthly rolling contract.  If you are still under contract, you will likely have to pay an Early Disconnection Fee (more on this later).

• How to find out how long you have left on your contract online:
  • Step 1: Visit https://my.virginmedia.com/home/index
  • Step 2: Click on sign in and enter your email address and password
  • Step 3: Click on ‘View Contract’ to look at details of your contract including the expiry date
• How to find out how long you have left on your contract by phone:
  • You can call the customer service team to find out how long you have left on your contract.
  • Call either 0345 454 1111, or 150 from a Virgin landline or mobile phone.
  • The customer service team are available between 7:00am and 11:00pm on weekdays, or 8:00am to 8:00 p, on weekends.

How do I cancel Virgin Media?

To cancel your Virgin Media broadband contract, as well as your TV or landline package, you must call their customer service team on either 0345 454 1111, or 150 from a Virgin Media landline or mobile.

Once you have got through, select the 'If you're thinking of leaving Virgin Media' option and let the member of the service team that you are speaking to know that you wish to leave.

If you have an install lined up with another provider, let Virgin know what date you will go live with them, and they will usually cut your services on or around that date.

You can also ask to be referred to the retention team, and try and see if they will give you a better deal, although if you want to avoid the stress of trying to negotiate on the phone, switching your provider outright is easier.

What are Virgin Media's cancellation fees?

If you are cancelling while you are still under contract with Virgin Media, you will probably have to pay an Early Disconnection Fee.  Although you are liable to paying the full remainder of the contract, they suggest that you will only need to pay around 80 percent of the remaining value of the contract.

Here’s a look at some of the fees that you would have to pay if you are going to cancel your contract early:

FAQs

Can I cancel my broadband if Virgin Media raises its prices?

In short, yes.  In 2013, Ofcom ruled that if service providers raised their monthly prices considerably during the term of a contract, then customers would be allowed to leave it without any penalty fees.  Customers should be notified before it happens, and get 30 days notice to let their provider know that they are leaving. 

Can I cancel my broadband if it’s too slow?

This can be tricky, but if you can prove that the speeds that you are receiving are considerably below what they were advertised when you signed up, and Virgin Media aren’t able to do anything about it, then you could be able to leave without charge.  When measuring your internet speeds, remember that it has to be done from a computer that is attached via LAN wiring to the router, because WiFi cannot offer as fast connection as through wires.