How to cancel Virgin Media broadband: Fees & free cancellation (2024)

What to do before you cancel Virgin Media broadband

Before you go ahead and contact Virgin Media to cancel, there's a little preparation to do. First,if you're still in contract, check if you’re liable for any early cancellation fees. If you still need an internet connection, it's a good idea to look for an alternative broadband deal first.

Check your contract

Virgin Media broadband contracts are fixed for a set length of time, usually this is 18 months. After that, they switch to a rolling monthly contract. If you're within this fixed period, you may be liable for an early disconnection fee.

You can read our guide to checking your Virgin contract end date to find out how long's left of your contract period.

Depending on your circ*mstances, Virgin Media can sometimes waive the termination fee. So it can be worth contacting the customer service team. Especially if the reason you’re changing your provider is that you’re having problems with your broadband service.

• Virgin Media Customer Service, Complaints and Technical Support Numbers

Find a new broadband deal

Finding a new deal before contacting Virgin Media means you can sign up to a new servicein plenty of time and have it begin the moment it's needed. This could be either when youmove into a new home, or as soon as your Virgin Media contract ends. As Virgin works on its own, separate network, there's also a good chance you could overlap a new service, so there's never a day without an internet connection.

For more help, read our guides:

• 'Switching from Virgin Media to BT Broadband'
• 'Switching from Virgin Media to TalkTalk'

Here are some of the best deals available now:

Or to check availability in your area, start by using our deals checker:

How to cancel Virgin Media broadband

If you’re out of contract: cancelling Virgin Media broadband for free

If the fixed-term part of your Virgin Media broadband contract has finished, or you're still within the 14-day cooling-off period, you can cancel for free. There might be attempts to persuade you tostay, but there's nothing to say you have to if you don’t want to.

To cancel, you can call Virgin Media on 0345 454 1111 or 150 from your Virgin Media telephone. Alternatively, you can request a cancellation through live chat.

Cancelling Virgin Media broadband if you’re still under contract

If you're still within the fixed-term of your contract, you might be charged a cancellation fee if you leave early.

You can see how far into your contract you are from the 'Your Account' section on the Virgin Media website. A customer serviceagent will also be able to tell you.

There's no set feeas Virgin Media will make an assessment depending on the reason you’re leaving, the package you have and any other circ*mstances. Usually, this is either the whole monthly fee, or a percentage of the monthly fee for the remaining period of the contract.

Cancelling Virgin Media broadband when moving house

You'll need to get in touch with Virgin Media in good time before moving home. You can start this process through its live chat service. Bear in mind, it might not be possible to transfer your current package if it isn't available at your new address.

There's a £20 charge to move home with Virgin Media, or £35 if you're changing packages.

It won't be a problem if your move date falls through. You'll either be able to make changes, or get your broadband service back up and running at your current address without fuss.

Cancelling a broadband package due to death

Virgin Media has a dedicated bereavement team who you can speak to by phoning 0800 952 2302.

• 'Virgin Media's bereavement and critical illness support guide'

Virgin Media broadband early cancellation fees

As mentioned, Virgin Media calculates early cancellation fees on an individual basis, but will usually include all or a large part of your monthly fee. It will be multiplied by the number of months you have left in your contact to come up with a figure. Here's a guide to Virgin Media's current early disconnection fee calculations. You can alsocheck itsearly disconnection help page.

Keep an eye out for switching credits if you want to move to another provider. They do exist! For example, if you wanted to move to Sky but still had a couple of months left on your Virgin Media contract, Sky Broadband will reimburse you for this. There's more info about this in our guide - 'Switching from Virgin Media to Sky'.

• 'Sky Switch Credit and other broadband switch offers'

Frequently Asked Questions about cancelling Virgin Media

• What's Virgin Media broadband’s notification period?

  The standard notice period for cancelling Virgin Media broadband is 30 days’ notice.

• Do I need to return my Virgin MediaWi-Fi router or TV box?

  Virgin Media loans you the equipmentfor the term of your contract. Depending on how long that's been and how old the router or TV box is,you may have to return it. If you need to, you'll besentprepaid packaging for any equipment returns.

• Can I keep my phone number?

  You can keep your existing phone number when switching providers. You will need to notify both Virgin Media and your new provider that you want to keep your number and they'll arrange it.

• Can I keep my email address if I leave Virgin Media?

  If you have a @virginmedia.com or @ntlworld email address, this will be closed within 90 days if you leave Virgin Media.

  Find more info in our guide: 'Can I keep my email address if I change broadband provider?'

• Can I cancel for free if my Virgin Media broadband is too slow?

  Yes, this may be possible. Virgin has signed up to the Ofcom broadband speed code of practice, which includes a right to leave a contract if a provider is unable to deliver a minimum speed. Speak to technical support first; free cancellation will only be an option if Virgin Media agrees your speed doesn't meet the required minimum standard, and it's unable to fix the problem.

Expert Summary

Cancelling your Virgin Media broadband contract should be pretty easy, although it can be pricey to leave whilst you're still undercontract.

We recommend only changing providers once your contract is finished. However, if you’ve really had enough and don’t mind potentially paying out, you can leave at any time.

Before cancellation, use our deals checker to see what deals are available in your area. You can compare and get something sorted, so you won’t have to be without broadband.

Remember, as Virgin Media works on its own network, it's possible to organise a new broadband supplier and have some crossover time. This means, if you switch from Virgin Media, you should be able to arrange it so you never experience any internet downtime.