How to cancel your Virgin Media services (without exit fees!)

Jun 21, 2022 | Articles, Broadband & Phone, Moving Guides, TV

This is our complete guide on how to cancel Virgin Media services and close your Virgin Media account – as well as the best way to avoid Virgin Media exit fees.

 Why cancel Virgin Media services?

There are a few reasons you may want to cancel your Virgin Media Broadband, Phone or TV Service. Perhaps the most obvious is if you are moving to a property where Virgin Media is not available. Virgin Media’s broadband network still only covers a little over 51% of the UK, so there is an almost even chance that if you are currently a Virgin customer you will not be able to bring your service with you.

You may have good reason to cancel your service even if you are not moving home. Like many broadband suppliers, Virgin save their best offers for new customers who are still within their initial contract – usually the first 18 months of your new Virgin service.  After that initial contract is over your monthly price will jump sharply, but even if you agree to re-contract for a discount the price of your package will begin to creep up over time. There’s no reason to pay more for the same package than a new customer, and so cancelling your service to either switch to another provider, or to allow another householder to open an account can help you save.

 You might also want to cancel your Virgin Media service if you are unhappy with your internet speed through your Virgin Media router. In many areas, Virgin was the first supplier to install Ultrafast Fibre Broadband, but in recent years this so-called ‘Full Fibre’ has been rolled out by more suppliers than ever before. Where once Virgin Media were the only choice there is now a range of better options. It might be time to cancel your service if you are having problems with Virgin Media’s internet speeds or issues with Virgin’s network stability. 

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Is it difficult to cancel Virgin Media Broadband?


Most broadband providers in the UK use the same infrastructural network, the Openreach Network. This means that you can cancel your service with one company simply by placing an order with another provider that uses the same network.

Virgin Media is the largest broadband company to use its own independent infrastructure, and so you will need to reach out to Virgin Media directly to cancel your services – even if you’re not moving out of your property.


How to cancel Virgin Media Broadband and TV


Provided you are out of contract and on a monthly rolling deal, cancelling your Virgin Media service is very straightforward. You just need to give Virgin Media 30 days’ notice that you want to leave.

The quickest way to do this is by calling Virgin Media’s customer service team on 0345 454 1111. Virgin Media’s team may well offer you a discounted monthly price to entice you to stay, so make sure you’ve done your research on your other options before you call. You don’t want to agree to another 18-month contract when you could be getting a better deal elsewhere.

If you would prefer, you can also give notice and request to cancel your service by post. To do so, you need to send a letter including your address, account number, full name and a telephone contact number to Virgin Media, Sunderland SR43 4AA. Virgin Media have advised however that it will be much quicker to handle the cancellation over the phone.


Do I have to pay an exit fee?


Whether you do or don’t need to pay an exit fee to leave Virgin Media will depend on your contract and package. The main thing to check is if you are still within your initial minimum contract term. If you’re going to be staying at the same property or moving somewhere Virgin Media would be available and you are within your initial contract term then you will have to pay an exit fee.

You will find many different answers to the question ‘How Much is the Virgin Media Exit Fee,’ and this is because it will depend on the price of your package, how long you have left on the contract and some factors that can change such as Virgin Media’s ongoing costs on the line.

As a general rule, your exit fee will be around 60% of your monthly package cost, multiplied by the number of months left in your contract. For example, if you pay £25 a month for broadband and TV and decide to end your contract with three months left you will be asked to pay around (25 x 60% x 3) or £45.


How to avoid exit fees if you want to cancel


The easiest way to avoid exit fees is to wait until the end of your initial contract term, although that is not always possible. There are a few other situations in which you can leave your contract early without paying.

One is if you have slow internet or problems with your Virgin Media connection. Virgin adhere to Ofcom’s minimum download policy, which means that your internet contract will have a minimum speed you should be able to reach. If your speed drops below this and Virgin can’t fix the problem then they will allow you to leave without penalty. You can read about all the details of this policy here.

From the 17th of June 2022, you also will not have to pay a disconnection fee if you move to a property that Virgin Media can’t provide service. Or rather, you will still be charged an exit fee but will have it refunded to you if you provide Virgin Media with proof of your new address. While still a little awkward for consumers this is miles ahead of the company’s previous policy of charging customers disconnection fees even if it was impossible to bring their service with them.

This is the least effective way to dodge an exit fee from Virgin Media – if you are moving home and your new property is in a Virgin Media area then you can transfer your existing contract and wait out the remaining months. This then leaves you in a good position to negotiate a good price on a new contract with Virgin or to compare the other suppliers available to see where you could save.

If you’re about to move home and you’d like our team of experts to check your property for the best broadband options, let us know now!

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