How to cancel your Virgin Media broadband

Are you unhappy with your current Virgin Media broadband deal? Maybe you feel the customer service isn’t up to scratch or you reckon you can get a cheaper deal elsewhere? Or maybe you’re moving and simply want to end your broadband service altogether?

Whatever the case may be, we’ve got a step-by-step guide explaining what you need to do, and how to switch to another service, if that’s what you want.

When to cancel your Virgin Media broadband

In theory there’s nothing stopping you from cancelling your Virgin Media broadband today. But if you haven’t reached the end of your agreed contract, it’s going to cost you. It’s common for large broadband providers to charge penalty fees for customers looking to leave their contracts early.

If you’re still in contract, how much you’ll have to pay will depend on the amount of time left on your deal and what type of broadband package you have with Virgin Media.

Out of contract? Here’s how to cancel your Virgin Media broadband

Whether you want to switch provider or simply want to stop receiving a broadband service, you need to follow the steps below.

If your original Virgin Media broadband contract is up and you’re now on a rolling monthly deal, getting out is pretty simple. You just need to give Virgin Media 30 days’ notice that you want to leave. You can do this by calling Virgin Media’s customer service team on 0345 454 1111.

You can also end your contract by writing a letter and sending it to Virgin Media, Sunderland SR43 4AA. You’ll need to remember to include your account number, address, full name and contact number in your letter.

Virgin Media says that it’s quicker to cancel your contract over the phone. If you do call them, the firm’s “disconnections” team may try to offer you a better deal so you will stay, so it may be worth hearing them out and negotiating if your main reason for leaving is price.

If you’re looking to change provider, you can use our comparison service to find one to suit you.Find better broadband deals

How to cancel your Virgin Media broadband while in a contract

Sadly, if you haven’t come to the end of your agreed broadband contract term with Virgin Media, you’ll have to pay an early disconnection fee. The cost will vary depending on the type of service you’re signed up for, how long you have left on your deal and when you first signed up. It’s worth noting that these charges can be pretty hefty.

Virgin Media automatically places a 30-day notice period from the time you tell it you wish to cancel and continues charging you the regular monthly price for its services during that time.

The company then calculates your early disconnection charge based on the number of months you have left on your contract (minus the first 30 days, which you’re charged for as normal) and charges an amount per month. As a very general rule, that charge is equivalent to 80% of the regular monthly charge.

If you’re on a broadband-only package like M100 Fibre Broadband, you’ll have to pay £35.52 for each month left on your deal, minus 1 month.

So for example, if you have 4 months left on your contract term, you’ll have to pay at least £150.56 (3 x £35.52, plus the regular £44 monthly package charge) (last checked July 2021). These fees can be even larger if you have a bundle which includes a TV package or a Mobile package.

Virgin Media has full details of its early disconnection charge for each broadband package it offers on its website.

You can notify Virgin Media that you wish to leave by using the same contact methods as those who want to leave outside of their contract period.

• By phone: Virgin Media’s customer service team on 0345 454 1111.
• By post: Send a letter to Virgin Media Sales Operation Support, Diamond Plaza, Daleside Road, Nottingham, Nottinghamshire, NG2 3GG. You’ll need to remember to include your account number, address, full name and contact number in your letter.

Exceptions to Virgin Media early disconnection charges

While in most instances you will have to fork out, there are some circumstances in which you can jump ship early without incurring a penalty; basically, if Virgin fails to hold up its end of the bargain.

• Speed. If Virgin consistently fails to deliver the minimum speeds it promised you (see your agreement) then you might be able to cancel early. You will have to give Virgin a chance to fix the problem before you can quit though.
• Price rise. If Virgin moves the goal posts and starts charging you more than initially agreed, you can opt out. You’ll have 30 days from when Virgin notifies you of the increase.
• Loss of services. If Virgin suddenly stops providing broadband to your area, you’re within your rights to cancel, penalty-free.
• Cooling off period.

Once you’ve decided to leave Virgin Media or stop your service

If you wish to switch to another provider, once you’ve notified Virgin Media that you’re leaving, simply sign up for the other service and you’ll be switched over within roughly 2 weeks of your Virgin Media notice period ending.

Once Virgin Media confirms it has received your request to leave, you may need to return any set-top boxes or routers that came with your account. Virgin Media should provide you with a prepaid returns pack. You might be charged if you fail to send your Virgin Media equipment back.

Once you’re completely separated, Virgin will work out whether you’re due a refund. This might be the case if you’ve paid for services in advance, for example. Don’t expect a quick turnaround though! Virgin Media says that any former customers due a refund will receive a cheque 35 days after their customer accounts are closed.

The bottom line

The key thing to understand about cancelling a Virgin Media broadband plan is that it’s pretty easy to do if you’re out of contract and want to move to another provider. Simply tell the firm you want to leave, and after your 30-day notice period is up, you can jump ship.

Doing this shouldn’t cost you a penny and most of the work is done for you once you’ve picked a new supplier.

If you’re still in contract, you’ll need to be prepared to cough up some potentially eye-watering amounts, depending on the type of contract you have, and how long you have left on your deal.

Find a new broadband supplier

If you have had enough of your current broadband supplier and want to find a new one, use our comparison service to find one to suit you.Find better broadband deals

Frequently asked questions

• Can I keep my Virgin Mobile phone number if I'm leaving Virgin Media?

  Yes. Mobile phone users can take their number with them when switching provider. Industry watchdog Ofcom has a handy step-by-step guide to keeping your mobile number when you switch.

• Can I leave if I'm not happy with Virgin Media's broadband speed?

  Maybe. If Virgin Media consistently fails to deliver the minimum speeds it promised you (see your agreement) then you might be able to cancel early. You will have to give the firm a chance to fix the problem before you can quit though.

• Can I leave if Virgin Media raises its prices?

  Yes. Following an Ofcom ruling, customers can get out of their broadband contracts penalty free if their provider raises prices on its service. However, you have to leave within 30 days of being informed of the price rise.

• Can I leave if I simply change my mind about my Virgin Media broadband plan?

  Cancel Virgin Media broadband within 14 days of signing up and you’ll get your money back for the first month’s subscription charges and any installation fees.