Your Virgin Media contract
Your Virgin Media services Your service bundle:
Key financial information
You bought: F H G U
X T X X
Fibre Broadband (see page 3 for broadband speed information)
T Volt M250 Fibre Broadband Minimum period: 18 Months
A If you end your service(s) before 8th May 2025
you may have to pay an Early Disconnection Fee,
please click here for details.
Promotional Offer(s)
T Welcome Offer 18 Months Discount (until 8th May 2025) Account details:
E Customer account number:
982197301
Area reference:
30
Your monthly service charge £21.99* Contract number:
30/033185564/01
Then £49.00* from Friday 9th May 2025
Contract date:
The charges stated above are for your core Virgin Media services only. If you choose to add subscription charges such
as Netflix to your bill, these will also be chargeable and added to your monthly bill in addition to the above charges. Thursday 9th November 2023
* Monthly price shown will increase each April from April 2024 by the Retail Price Index rate of inflation announced in
February each year plus 3.9%. Doesn’t apply to Netflix Add to Bill add-on, Disney+ add-on, Lionsgate+ add-on, Stream
Entertainment subscriptions or admin charges. See virginmedia.com/prices for details
About you:
Main account holder's name:
Miss Andreea Duta
Address:
10 Edward Street
Worksop S80 1Qp
S80 1QP
Your monthly service charges: This section shows the monthly price for your package. If you are enjoying a discount, the end date for
this is shown, and the price once your discount has expired shown at the bottom.
Other items and charges: This section includes one-off charges or credits that are applied to your account.
Non-Direct Debit and paper bill charges: All prices shown require eBilling. You may choose to receive a paper bill instead & we may
charge you additionally for this, which we’ll tell you about when you request the change. Standard charges apply please check with your
network operator for rates. To get free online billing simply sign in to My Virgin Media or register here.
The legal stuff - Key information
The full Virgin Media Terms and Conditions and the Legal Stuff In special circumstances we may provide a service to collect our
form part of your contract and can be found here. Please read equipment from you. If you fail to return our equipment for
them carefully, together with the additional terms set out in this collection, you will normally be charged for the replacement cost
document. When referring to “agreement” we mean all of these and reasonable recovery costs for that If you do return the
things. This agreement is legally binding, which means we are equipment to us within 80 days of your services being ended, you
making promises to each other about the services we provide will be refunded via a bill credit on your next available bill. If this
and how you are permitted to use them. This agreement is for means your account is left in credit we will send you a cheque for
the minimum period set out in this contract. If you cancel during the amount you are owed, which you need to put into your bank /
the minimum period you may need to pay an Early Disconnection building society within 6 months. Our equipment does not
Fee and this includes if you move to a property outside of the become your property and you must not sell it.
Virgin Media Network area, as set out in Sections N and O of the
Terms and Conditions. Remember, our network does not cover Late or Missing payments
all of the UK – please use our post code checker by clicking here If, 31 days after your bill date, you have failed to pay your bill, you
to check availability. If you think that you may move to a will normally be charged a late payment fee. If any cheque or
property outside of the Virgin Media network area before the direct debit is cancelled or not cleared by your bank or building
end of your minimum period, one of our 30 day rolling contracts society you may also face a failed payment fee to cover the cost
may be more suitable. to us levied by your bank or building society. Please see our
pricing guide here for details on our charges. Please be aware
All services are provided to you by Virgin Media Ltd or Virgin that missing payments could have severe consequences and may
Media Payments Ltd. You must be a UK resident and be aged 18 make obtaining credit more difficult.
or over. Virgin Media services are subject to survey, regional
variations, a credit check, and services are supplied subject to Virgin Media’s automatic compensation scheme
status. All prices include VAT. For everything you need to know about Virgin Media’s automatic
compensation scheme and other Codes of Practice including our
Our Privacy Policy, whilst not forming part of the agreement, tells Complaints Code of Practice, head over to our handy pages at
you about the purposes for which we use your personal virginmedia.com/ofcom
information, to whom it may be disclosed and what to do if you
change your mind about us keeping you in the loop with special Fancy pocketing up to £50 cash?
offers and exclusive rewards, please click here for more details. Just register at virginmedia.com/RAF to start referring your
friends and family to Virgin Media and earn up to £50 cash for
Got a query with your contract or wish to cancel? both of you, depending on what they buy.
You can speak to our team on 0345 454 1111* anytime Monday
to Friday; 8am to 8pm on Saturdays; and 9am to 5pm on Please note: If you have joined or recontracted to Virgin Media
Sundays and Bank Holidays. Please have your account number Broadband or Virgin Mobile on or after 1st December 2022, Virgin
(which you can find at the top of this contract) to hand. Media’s out of home WiFi hotspots and the Virgin Media London
Underground WiFi service are not available to you and will not
To cancel you have FOURTEEN days from the later of: (i) the day form part of your contract for either Virgin Media broadband or
after the delivery of the equipment; (ii) the service start date; or Virgin Mobile.
(iii) the day you received this contract (that provides a link to the
Terms and Conditions).
Alternatively, please follow the Right to Cancel form at the end
of this document.
Returning our equipment
If you have any of our equipment, please don’t use it and keep it
safe. You’re responsible getting it back to us safely, so please use
the packaging we’ll send you. If we don’t receive our equipment
back from you (and in the condition it should be) we may have to
charge you up to the full value of the equipment.
* For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.
Your Broadband Speeds Explained
We estimate that at peak times your normally available download and upload speeds from our Network to your Virgin Media Hub will
be as follows:
Your broadband speeds: Download speeds: Upload speeds:
Advertised broadband speed 264 Mbps 25 Mbps
Normally available speed between 267 - 273 Mbps between 26 - 26 Mbps
Minimum speed 132 Mbps 13 Mbps
Maximum speed 274 Mbps 26 Mbps
Minimum guaranteed download speed 132 Mbps N/A
Broadband speeds
Actual speeds may vary from the advertised speed of your service, particularly at peak times and the actual speed you experience may
be lower than estimated. This is due to a number of factors that may not be within our control and include your use of WiFi, the device
you are using, your internal wiring and the number of users online and accessing a particular website. At peak times, high usage e.g. due
to major sporting events, may cause congestion. For more info on estimated speeds, how speeds for some packages may be affected
by policies such as fair usage and traffic management, and other reasons why broadband speeds may vary, or for help, visit Our Speed
Page here where you can also find out about our membership of Ofcom’s Broadband Speeds Code of Practice. You can find a copy of
Ofcom’s customer guide to the Residential and Business Codes on the Ofcom website here.
Guaranteed Download Speed and Cancellation
Minimum Guaranteed Download Speed: The guarantee applies to new customers that buy new broadband services, or existing
customers that change their broadband service or re contract their existing broadband service on or after 28th February 2019. The
guaranteed download speed is 50% of the advertised speed of our service on the date that you placed the order and is set out in the
speeds table. You need to keep your Virgin Media Hub plugged in, switched on and set to enable us to obtain speed information from it,
which will help us to diagnose any problems. The minimum download speed guarantee does not apply to outages. If you experience an
outage which affects your broadband services please contact us.
What does the Minimum Guaranteed Download Speed mean? If the actual download speed provided from our network to your
Virgin Media Hub falls below the Minimum Guaranteed Download Speed, and this happens for 3 consecutive days or more (whether
continuously or intermittently during each day), and we are unable to fix the problem within 30 days of you reporting the problem to us,
you may have the right to end your agreement without paying an Early Disconnection Fee. You need to contact us if you have a
speed problem via the contact us page here.
How do I end my agreement? Section N of the Terms and Conditions here explains generally how you can end your agreement. If we
do not provide the Minimum Guaranteed Download Speed as set out above (i.e. we have not remedied the speed problem within 30
days of your notifying us or we cannot address the problem) then we will offer you the opportunity to end your agreement immediately,
without the payment of an Early Disconnection Fee. In exceptional circumstances (for example where you cancel engineer visits or miss
appointments) we may extend the 30 days but we will always discuss this with you beforehand.
Your right to cancel your new services
Important! Please read this carefully –
it’s about your cooling off period.
Dear Customer,
As you’ve recently made a change to your services with Virgin Media, we want you to know that you have the right to
cancel these changes if you wish and have FOURTEEN days from the day after you placed your order for cable
services (subject to any enhanced period that may be set out in your Cable service terms and conditions).
To speak to our team, call 0345 454 1111* You will need your account number (which you can find at the top of the
contract) to hand.
Alternatively, you can use the cancellation form on the back of this letter and pop it in the prepaid envelope which goes
to: Virgin Media Sales Operation Support, Winnall Down Farm, Alresford Road, Winchester, SO21 1FP. However, we
recommend calling our team because this allows us to handle your request and make any refund in good time.
What happens if you cancel?
If you cancel in the next 14 days, the change to your service will be removed and treated as if it never existed, and you’ll
revert back to the original terms of your contract and original services. You’ll also be refunded any charges paid within
30 days. This is consistent with your rights under the Consumer Contracts (Information, Cancellation and Additional
Charges) Regulations 2013. Any cancellation after this time will be subject to the termination procedures set out in
section M of your Terms and Conditions for your Residential Customer Service Agreement.
Returning our equipment
If you have any equipment, please don’t use it and keep it in a safe place. You’re responsible for making sure it gets
back to us safely, so please use the packaging we’ll send you. If we don’t receive the equipment back from you, we may
have to charge you for the full value of the equipment.
Please note: If your new Virgin Media service(s) have been installed within 14 days from the day after you placed your
order, you can no longer make a cancellation under this policy.
Kind Regards
The Virgin Media team
Cancellation Form
To be completed by the main account holder in full using a black ballpoint pen
and BLOCK CAPITALS
Account number: 982197301
I hereby give notice that I wish to cancel my Virgin Media services. Area ref: 30
Service address: 10 Edward Street, Worksop S80 1Qp, S80 1QP
First name: ................................................ Customer signature: ................................................
Surname: ................................................ Please send this form to:
Virgin Media Sales Operation Support,
Contact number: ................................................ Winnall Down Farm,
Alresford Road,
Date: ................................................ Winchester, SO21 1FP
