Help & Support

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  • How do I disconnect my services?

    We're sorry to hear you're thinking of disconnecting. Was it something we said?

    If we have done something wrong, we’d love the chance to put it right.

    If you would like to review the cost of your monthly package or you are experiencing issues with your service we are always here to help.

    Please get in touch with us to tell us about issues you might’ve had.

    If you are looking to terminate your contract with us, please remember that the minimum contract period for our services is 9, 12 or 18 months, depending on the particular offer or bundle.

    If you decide to leave us within your minimum contract period, you may be charged outstanding line rental or monthly charges to the end of the contract. See our Terms & Conditions for details.

    If you decide to leave us after your minimum contract period, you'll just need to give us 30 days' notice.

    Getting a refund for a credit balance

    Once your services are disconnected, we'll work out if you're due a refund on your account. This may happen if you've paid for your services in advance. Any usage of TV and Phone since your last bill, such as telephone charges or Virgin Movies rentals, will be taken into account before the refund is calculated.

    If you're due a refund we'll send this out as a cheque 35 days after your account closed. We'll send the cheque to your contact address, so please make sure we've got the correct address for you. If you need to update your contact address details, give our team a call on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

    Once we've sent the cheque, please allow 10 days for it to arrive.

    *For details about how much it costs to call our team from a Virgin Media home phone, visit Call costs from other networks and mobiles vary.