How to cancel Virgin Media broadband

Cancel Virgin Media broadband if you're out of contract

Switching from Virgin Media when you’re out of contract is easy. Because your deal is over, you don’t need to pay any early exit fees and you can sign up for a new deal with a different provider.

Under Ofcom rules known as ‘One Touch Switch’, which was meant to come into force in April 2023, anyone changing providers should not have to contact Virgin Media to let them know they’re leaving. This was meant to include changing to fibre-to-the-premises (FTTP) services.

However, as providers have been found to have missed the deadline to introduce these new rules, you may wish to contact Virgin Media to confirm you are leaving, especially if you’re changing to FTTP. You can do so by calling 150 from a Virgin phone or 0345 444 1111 from any phone. You can also go to the Virgin Media website and have an online chat.

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Cancel Virgin Media broadband if you're under contract

Cancelling a Virgin Media broadband contract before the end of its term will attract what it calls an ‘early disconnection fee’ – usually the total cost of the remaining months on your contract.

This varies depending on the deal that you have, but doing so is costly, ranging from £36.35 per month for M50 Fibre Broadband to £59.65 a month for its fastest Gig1 service. Full details of monthly fees can be found on the Virgin Media website, with charges also depending on when you took out your contract.

If you’re switching to a cheaper deal, it may be worth considering paying the cancellation fee as you could end up paying less in the long run. Read our guide to cancelling your broadband deal early for more information.

Can I avoid Virgin Media's cancellation fee?

In specific circumstances you can avoid Virgin Media cancellation fees. Cancelling during your initial 14-day cooling off period means you won’t pay any termination fees.

If Virgin Media were to put up your fees during your contract, that may also mean you would have grounds to cancel based on Ofcom rules, depending on your contract and the reason for the price increase. If it plans to do so, Virgin is legally obliged to contact you in writing. If you have any concerns about price rises, then be sure to contact Virgin Media directly.

If your Virgin Media broadband goes through repeated outages and your complaints are not resolved, Ofcom states that you can cancel your deal. However, it can be hard to prove. You will have to call Virgin Media every time you have an outage and log all of your calls. If there is no resolution, you should contact the Communications & Internet Services Adjudication Scheme (CISAS) or the Communications Ombudsman.

Can I cancel for free if my broadband is too slow?

Ofcom says that if your broadband speeds drop below what was promised and a provider does not fix them within a month, then you have a right to cancel without paying a fee. As above, make sure you keep a record of speeds to prove your case.

Virgin Media is part of the Ofcom broadband speed code of practice, so it should live up to its promise of providing the speeds it says it will.

Read more in our guide to cancelling your broadband early.

How do I contact Virgin Media to cancel my subscription?

You can call Virgin Media to cancel your broadband by dialling 150 from any Virgin phone. You can also contact its ‘retention team’ on 0345 444 1111 or use its online chat tool on its website.

Can I cancel without contacting Virgin Media?

In April 2023, providers were meant to apply new Ofcom rules known as ‘One Touch Switch’, designed to make switching easier and without the need to contact even when changing to a FTTP plan. However, as broadband providers have been found to have missed this deadline, it may still be worth contacting Virgin Media, especially if you’re moving to an Ultrafast offering.

If you’re changing to a deal that uses Openreach (this includes almost all standard fibre optic deals with speeds up to 67Mbps) your new provider is meant to do the heavy lifting for you and contact Virgin on your behalf.

Do I have to return my Virgin Media router?

Virgin Media asks that you return your router when you end your contract. It should send you a prepaid package to make this as easy as possible. Remember that your new provider will send you a new router, most likely with the very latest Wi-Fi tech inside.