Help for National customers

If your account details have changed, your Internet connection may be affected. Do any of these apply to you?

• You've changed your broadband password
• You've recently moved house
• You've changed your phone number or telephone service provider
• We haven't been able to take payment from you for any reason.

Here's what to do in each case.

Changed your broadband password?

When you change your broadband password, you must update your router/modem with the new password, otherwise you won't be able to connect anymore.

If you're not sure how to update your equipment to use your new password, take a look at this guide.

Recently moved house?

If you've already changed your address, please get in touch with us as soon as possible.

Our Movers team will check your details to confirm which services we can offer at your new home.

Changed your phone number or telephone service provider?

Even if you haven't moved home, a change of phone number or telephone service provider could affect your service. Please get in touch so that we can make sure we're able to keep supplying you with broadband.

Is your payment method still valid?

If you've switched banks, cancelled your Direct Debit, or your credit card has expired, we won't be able to take payment for your services. In this case we'll stop supplying services until you let us know your new details.

If you'd like to update your payment details online, please log in to My Virgin Media. Otherwise, please contact us as soon as you can so that we can get your services up and running again.