Virgin Media is a leading telecommunications service provider based in the United Kingdom. Founded in 2007, the company is best known for offering stable television, telephone, and internet services to its customers. With its headquarters currently based in Green Park, Reading, Virgin Media enjoys a total broadband subscriber base of more than 5.6 million users.
One of many reasons why Virgin Media’s broadband is well-received among UK residents is because of the wide range of plans it offers, with every plan being unlimited under its FUP (Fair Usage Policy) terms and conditions. That means, whether you opt for a basic broadband plan or a high-end one, you can expect to enjoy unlimited usage per month. In addition to that, you get access to fast speeds that reach up to 1,130 Mbps (download), while also being reliable at the same time.
It should be known that the contract length for each broadband plan offered by Virgin Media is 18 months, with the lowest plan costing 25 pounds per month and the highest being 40 pounds per month. However, since the lowest plan only offers a rated speed of just 50 Mbps, the company is indirectly enticing users to opt for the higher-end plans. Such a tactic has become one of the main negative talking points for Virgin Media, as the value provided by the company for its low-end plans is simply not good enough compared to its rivals.
Additionally, users of Virgin Media broadband have also complained rigorously about its sub-par customer service. According to a report by Expert Reviews, only 11 per cent of its users are satisfied with the company’s customer service support team. Such low satisfaction ratings can easily make your overall broadband service experience sour in the long run, especially if you are a new user unless the company decides to up its game later on. So, even though you are using one of the fastest internet service providers in the UK, the company’s negligent customer service department and pricey tariffs might signal you to look for a better alternative.
What is Virgin Media Broadband’s Cancellation Terms?
Virgin Media allows its users to cancel their contracts at any time they wish to. However, if you are cancelling your contract within your minimum period, then you have to pay a certain amount of a cancellation fee. Once you have booked your cancellation request through any of the steps mentioned below, you will be sent a final bill covering the package costs for the final month, including any additional charges or usage up to your date of disconnection.
In addition to paying the final bill, you have to return the Virgin Media Kit, which includes all the leased equipment, such as power cables, internet routers, remote controls, etc. The equipment will either be collected from your registered address or have to be sent to the company’s office via free postal returns sponsored by Virgin Media.
When the collection is done from the company’s end, you will receive an email to set up a proper appointment date. Alternatively, when the customer has to send the packed equipment via post, the same must be dropped off at any Yodel Store in the UK within 30 days of disconnection to prevent penalty charges. Locations for nearby Yodel Stores can be found here.
What are the Steps to Cancel Virgin Media Broadband?
Currently, there are two different ways to cancel or deactivate your Virgin Media broadband subscription. The steps for each has been outlined below.
Cancelling Via Phone
- Begin the cancellation process by first calling the company’s customer support at 150 from your Virgin Media home phone or 0345 454 1111 from any other service provider. Phone lines are open around the clock.
- Navigate through the on-call options and proceed to speak to a customer care representative. Once a live agent connects to your call, provide your name, address, and account number so that your broadband contract details can be retrieved.
- After that, ask the customer care representative to cancel your current Virgin Media contract and then proceed to explain your grievances or reasons as to why you are resorting to such a decision.
- The customer care representative will then register a cancellation request in your name. And after a successful cancellation, you will receive a confirmation message on your registered phone number.
Cancelling via Post
- Start the cancellation process by first writing a letter stating your name, address, and account number.
- In the letter, put forward your grievances as to the problems you are facing with Virgin Media and how they are affecting your daily usage. Also, do not forget to state your cancellation request.
- Proceed to mail the letter to the following address: Virgin Media, Sunderland, SR43 4AA. Wait for a follow-up from the company, either via post or a call back on your registered phone number.
- Once your broadband contract is cancelled, you will receive a notification by post or a phone call.
Whichever set of steps you decide to follow for cancellation of your broadband service, keep in mind that you have to return any leased equipment as well as clear any due payments (including Early Termination Fees). Only after that will your cancellation process be fully completed.
