Will I have to pay a fee to end my contract early?
Sorry to hear you might be leaving us. If you’re still in contract, it’s worth knowing what fees you might need to pay when ending your agreement early.
Can I cancel my Virgin Media service at any time?
Yes, all customers can cancel their Virgin Media service at any point. You may, however, incur a cancellation fee if you choose to do this before the end of your contract.
Do I have to pay a cancellation fee?
Yes. If you’re still within your minimum period, we may charge you what’s called an Early Disconnection Fee.
By minimum period, we mean the minimum length of time that you agreed to receive your chosen broadband, TV or phone service(s) at your current address. Typically, a minimum term contract period is anything between 6 to 24 months – this is agreed upon before the start of your service(s).
If you also have a contract with O2 and want to cancel your contract, please see O2’s mobile agreement for details on Early Termination Charges.
How much will my Early Disconnection Fee be?
Early Disconnection Fees vary between customers. It depends on the services you have, how much you pay for those services (including any discounts or offers), and how much of your minimum period remains for each service.
Customers should also note all fees apply after the standard 30-day notice period. So, for instance, if you wish to cancel your contract with 5 months remaining, then you’d provide 30 days’ notice. In that period, you would retain (and continue to pay for) your services and then be charged an Early Disconnection Fee for your remaining 4 months.
See below for details on how to work out your Early Disconnection fee, with examples. Or you can contact us for an exact calculation. Please remember that, since the 1st of April 2022, VAT is charged on Early Disconnection Fees in accordance with HMRC requirements.
Can I estimate my Early Disconnection Fee?
You can use the tables set out here to estimate your Early Disconnection Fee. The percentages shown in the right-hand column indicate how much of your monthly charge you’ll pay, depending on the service(s) you have with us.
If you have a bundle that has a discount for the full duration of your minimum period (e.g., £X for 18 months, then £Y thereafter), please refer to table 2 “Offer pricing”. Otherwise, please use table 1 “Standard pricing”.
*Offer pricing on triple bundles can in some cases result in lower Early Disconnection Fees. Our team should confirm the exact figure when you ask to cancel your contract.
Can I calculate my Early Disconnection Fee?
We understand that it’s good to know what you could potentially be paying before you cancel your contract. That’s why we’ve created our How to calculate my Early Disconnection Fee worksheet.
In it you’ll find two examples of how to calculate your Early Disconnection Fee. Example 1 is for customers on our bundle packages, whilst Example 2 is for customers on a broadband only package. Using these as your guide, you can work out your Early Disconnection Fee using the same calculations.
FAQs
Leaving a provider before the end of your contract typically involves paying a penalty for leaving. This cost will depend on your provider – but it usually involves paying the outstanding months on your agreement.
If you’re nearing the end of your contract, it might be worth seeing if you could change your package to better suit your needs. You also have the option of switching providers. This could save you more on a monthly basis, in which case it would be worth paying the early exit fees.
Existing customer? You can make changes to your package by signing in to My Virgin Media.
Not yet a customer? See how easy it is to switch to Virgin Media.
When it comes to moving home, whether you pay an Early Disconnection Fee or not will depend on a few different scenarios:
Moving home and Virgin Media is still available at the address you’re moving to? You can continue to receive our services and see out the remainder of your minimum period at your new address.
Moving home during your minimum period and your new address is outside of our network area? You may have to pay an Early Disconnection Fee. Use our broadband postcode checker to see if we’re available at your new address.
Moving outside our network area, but still within the UK? It’s possible to be credited back your Early Disconnection Fee. Just provide us with some valid evidence of your new address, we’ll check it and get back to you within 30 days. The value of your Early Disconnection Fee will then be credited to your account.
If for any reason, there’s still credit on your account after we’ve made the deductions, then we’ll get in touch with you to refund the remaining credit. Unless our costs to administer that refund outweigh the actual account balance. If this is the case, we’ll donate the remaining account balance to charity. For more details, please see paragraph N.16 of our terms and conditions.
Yes – if you cancel your services, you’ll need to return our kit back to us. 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. In some cases, we might ask you to recycle our kit instead. For more details, read our article on how to return or recycle our kit.
If you don’t return or recycle our kit, or make it available for collection, then you may be charged for the replacement cost or reasonable recovery costs of the equipment. Any Equipment Return Charge will be separate to your Early Disconnection Fee.