Terms and Conditions

Early Disconnection Fee - what will I be charged?

The following applies if your minimum period began before 28 October 2018.

When you take your chosen Broadband, TV and/or Phone services from us for a minimum period, you agree to continue those services at your current address for that minimum period. Typically, the minimum period will be 6, 9, 12, 18 or 24 months, but we will have agreed with you your minimum period before the start of your service(s) and you can find details of your minimum period in your Residential Services Contract (or service change receipt).

If you decide to end part or all of your services with Virgin Media during a minimum period, we may charge you an Early Disconnection Fee.

The Virgin Media network does not cover all of the UK – please use our post code checker by clicking here to check availability. If you move to a property outside our network area during your minimum period, you may have to pay an Early Disconnection Fee for ending your contract early.  So, before taking a new service, if you think that you may move to a property outside of the Virgin Media network area before the end of your minimum period, one of our 30 day rolling contracts may be more suitable for you.

The Early Disconnection Fee will not be more than the charges you would have paid for the services for the remainder of the minimum period and will be less any costs we save, including the cost of no longer providing you with the services.

If you move to another address and we have agreed with you to continue providing you with the same Virgin Media services at your new address, an Early Disconnection Fee will not be applied and the remainder of your minimum period will continue at your new address.

How much is my Early Disconnection Fee?

Early Disconnection Fees vary between customers as the calculation of how much is charged depends on the services that you have, how much you pay for those services and how much of your minimum period remains for each service.

Early Disconnection Fees are calculated on an individual customer basis, for example, if your bundle includes an additional Virgin Phone Talk Plan or channels, so we are unable to provide you with an exact amount here on this page for your particular Early Disconnection Fee. If you contact us to cancel part or all of your services we will tell you your actual Early Disconnection Fee.

To enable you to estimate your Early Disconnection Fee, we have set out in the table below some indicative Early Disconnection Fees.  The tables below set out the package, current monthly cost, and the Early Disconnection Fee that will be charged for each remaining month of your minimum period.  This applies after the standard 30 day notice period.  So, if you wish to cancel and have 5 months remaining in your minimum period, you will need to provide 30 days’ notice, during which you will retain (and continue to pay for) your services and be charged an Early Disconnection Fee for the remaining 4 months. We cap the amount of the Early Disconnection Fee so that you will pay no more than £240. 

Virgin Phone

Broadband

If you joined before the 22nd August 2017 then the following maximum fees apply:

If you joined on or after the 22nd August 2017 or have made a package change to our current speeds the following maximum fees apply:

Other speeds have previously been available; the amount charged for each month left on the contract will not exceed £28.60.

TV as Part of a Bundle

If you have TV as part of a bundle (with Broadband and/or Phone) then the following maximum fees apply:

You may be on one of the below services which are no longer on sale:

TV Only

If you only have a TV service with us then the following maximum fees apply:

You may be on one of the below products which are no longer on sale:

How Do I Calculate my Early Disconnection Fee?

As an example, for a customer who has our current Full House bundle (Full House TV, VIVID 200 and Phone with Talk Weekends from 22nd August 2017) with 5 months remaining for their minimum period for all services, the Early Disconnection Fee (EDF)  would be as follows:

·         Full House TV EDF - £11 x 4 months = £44
·         VIVID 200 EDF - £20.90 x 4 months = £83.60
·         Phone EDF - £0 x 4 months = £0

This would give a total Early Disconnection Fee of £127.60.

We’d charge a 4 month Early Disconnection Fee as this is the remaining period after the standard 30 day notice period we ask for when downgrading or removing services. During the 30 day notice period we charge the normal monthly cost for the services.

If a customer had a longer minimum period for their services remaining and the total Early Disconnection Fee came to more than £240, we would cap the amount of the Early Disconnection Fee so the customer paid no more than £240.

The Early Disconnection Fee for your Phone is not payable for any month where you have already paid for your line rental in advance with Line Rental Saver. You can sign up to the line rental saver when your phone line is connected.

If you ask to end part or all of your services you will be advised of your Early Disconnection Fee.  Although the tables above show the EDF charged for our current advertised packages and most of our other packages occasionally ‎you may have package or discount that means that your Early Disconnection Fee will be lower than shown above.  If this is the case we will let you know as soon as we can, and no later than within a week of you asking to end your services, to confirm the final amount.