Question 1

Can I get free broadband on Universal Credit, Pension Credit, Income Support , Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance?

Accepted Answer

Free broadband isn’t generally available in the UK, some providers offer ‘social tariffs’ instead (discounted broadband packages, cheaper than the standard rate). People on the above criteria can get online for £12.50 a month with our Essential broadband packages.

Question 2

Who can apply for Essential broadband?

Accepted Answer

Only the account holder receiving Universal Credit, Pension Credit, Income Support, Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance can apply. Once you've given us all the details we need, we’ll check the information and process your order for Essential broadband.

Question 3

What information will be used to run an eligibility check?

Accepted Answer

We’ll need details such as your full name, date of birth, post code and your consent to check with the Department of Work and Pensions that you are on any of the following: Universal Credit, Pension Credit, Income Support, Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance.

The name and address will need to be the same as your Virgin Media account, whether you’re applying as a new or existing customer. The eligibility check is re-run every 12 months when you are resubscribing. We will inform you about the result of the eligibility check regardless of the result.

Question 4

What if I’m already in a contract with Virgin Media?

Accepted Answer

If you’re already in a contract with us, we’ll swap you over to one of our Essential broadband packages straight away and you won’t have to pay any fees or extra charges. Go to live chat for more details.

Question 5

How do I pay my Essential broadband bill?

Accepted Answer

You can pay your Virgin Media bill several ways:

Direct Debit
Online payment
Over the phone
Bank transfer (via online or phone banking)
Cash payment
Cheque

Visit our help centre for more information on how to pay your Virgin Media bill.

Question 6

What do I do if I’m struggling to pay my bill?

Accepted Answer

We’ll do all we can to keep your broadband up and running, so speak to us as soon as possible if you’re going to have trouble paying your monthly bill. Once you get in contact, we can discuss your options.

Question 7

I’m no longer receiving Universal Credit, Pension Credit, Income Support, Income-based Jobseeker’s Allowance or Income-based Employment Support Allowance. How do I cancel?

Accepted Answer

We’ll check to see if you’re still eligible for our Essential broadband packages every 12 months and notify you of the outcome of the eligibility check. If you are, you’ll continue to be charged £12.50 a month for Essential broadband, or £20 a month for Essential broadband plus. If you no longer receive support payments or if your eligibility check fails, the monthly price will increase to our standard pricing for each package respectively. If you simply wish to cancel your Essential broadband, just let us know via live chat.

Question 8

What is Flex?

Accepted Answer

Flex is an easy way to combine our broadband with TV. It includes over 150 channels such as Sky Mix, True Crime, Film4, Sky News, Really and Dave TV, and you can also add subscriptions like Sky Cinema HD, TNT Sports and Netflix. You’ll get 10% credit back on selected subscriptions you add, too!

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Essential broadband

What is Essential Broadband?

Am I eligible?

Virgin Media gives you more for less

Essential broadband

Essential broadband plus

Essential broadband plus with Flex

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1. Go to live chat

2. A quick check

3. Set up & go

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