Cancellation Guide Updated January 2026

How to Cancel Virgin Media: Fees & Process

Everything you need to know about cancelling Virgin Media, including notice periods, fees, returning equipment, and alternatives like moving home.

In our experience helping readers navigate Virgin Media cancellations, the following steps work reliably and help you avoid common pitfalls.

To Cancel Virgin Media

Call 0345 454 1111

You must call to cancel - you cannot cancel online or by email

How to Cancel Virgin Media

  1. Call Virgin Media on 0345 454 1111
    Lines are open Monday to Friday 8am-9pm, Saturday 8am-6pm, Sunday 9am-6pm. Be prepared for a wait, especially at peak times.
  2. Navigate to the cancellations department
    When the automated system answers, say "cancel" or press the relevant option to be transferred to the cancellations team (also called retentions).
  3. Verify your identity
    You'll need to confirm your account details including your address and account password or answer security questions.
  4. State you want to cancel
    Be clear that you want to cancel your service. The agent will likely try to offer you deals to stay - you can refuse these politely if you've made up your mind.
  5. Confirm your cancellation date
    Your cancellation will take effect after a 30-day notice period. Make a note of your cancellation date and request confirmation in writing.
  6. Arrange equipment return
    Virgin Media will send you details about how to return your equipment. Keep this information safe.

30-Day Notice Period

Virgin Media requires a 30-day notice period for all cancellations. This means:

  • Your service will continue for 30 days after you call to cancel
  • You will be billed for this final 30-day period
  • The notice period cannot be shortened, even if you've already switched to another provider
  • If you're moving to a new address, consider transferring your service instead of cancelling

Plan ahead - if you want your service to end on a specific date, call at least 30 days before that date. For example, if you want to cancel by the end of February, you should call by the end of January.

Early Termination Fees

If you're still within your minimum contract term (usually 18-24 months), you may have to pay early termination fees. These are calculated as:

How Early Termination Fees Are Calculated

The fee is typically the remaining monthly charges for your minimum term. For example:

  • If you pay £50/month and have 6 months remaining: £50 x 6 = £300
  • Some discounts may reduce the fee, but expect to pay most of the remaining contract value
  • Fees for bundled devices (like phones) are calculated separately

Returning Equipment

You must return Virgin Media equipment within 30 days of your service ending, or you may be charged. Equipment that must be returned includes:

  • Virgin Media Hub (Hub 3, Hub 4, Hub 5, or any router)
  • Virgin TV 360 box or older V6/TiVo boxes
  • Virgin TV Mini boxes (if you had multi-room)
  • Power cables and ethernet cables that came with the equipment
  • Remote controls for TV boxes

How to Return Equipment

  1. Wait for the return pack
    Virgin Media will send you a prepaid returns bag or box with instructions after your service ends.
  2. Pack all equipment
    Put all equipment, cables, and remotes in the bag or box. Keep everything together.
  3. Drop off at a collection point
    Take the package to your nearest Post Office or collection point. Get a receipt as proof of return.
  4. Keep your receipt
    Store the receipt safely for at least 3 months in case Virgin Media claims they didn't receive the equipment.

Moving Home Instead of Cancelling

If you're moving house, you may be able to take Virgin Media with you instead of cancelling. This could help you avoid early termination fees. Benefits of moving your service include:

  • No early termination fees if you continue your contract
  • Your existing deal and any discounts transfer with you
  • Free installation at your new property (in most cases)
  • Keep your phone number and email address

However, if Virgin Media isn't available at your new address, you can cancel penalty-free. Use the Virgin Media postcode checker to see if your new address is covered.

How to Move Your Service

  1. Check availability
    Enter your new postcode on the Virgin Media website to confirm service is available.
  2. Call to arrange the move
    Call 0345 454 1111 and tell them you're moving home. They'll need your new address and preferred installation date.
  3. Arrange installation
    An engineer will visit your new property to install the service. This is usually free but some installations may have a charge.
  4. Return equipment from old address
    You may need to return equipment from your old address if new equipment is provided at your new home.

Cancellation FAQs

Can I cancel Virgin Media online?
No, you cannot cancel Virgin Media online, by email, or by post. You must call 0345 454 1111 to cancel your service. This is a deliberate policy to give Virgin Media the opportunity to offer you deals to stay (called retention offers).
What happens to my Virgin Media email address?
Your @virginmedia.com email address will remain active for 90 days after your service ends. After this, the address will be deleted and any emails sent to it will bounce. Make sure to update your email address with important contacts and services before cancelling.
Can I cancel part of my bundle?
Yes, you can downgrade or remove services from your bundle (like removing TV but keeping broadband). However, this may change your price and could affect any discounts you're receiving. Call to discuss your options.
Will I get a refund for unused service?
If you've paid for a period beyond your cancellation date, you should receive a refund on your final bill. Check your final bill carefully and contact Virgin Media if you believe you're owed a refund.
Can I rejoin Virgin Media after cancelling?
Yes, you can rejoin Virgin Media after cancelling. However, you'll be treated as a new customer and won't be able to rejoin on your old deal. New customer offers may be available depending on what promotions are running.

Sources & References

JT

Written by James Thompson

Broadband & Home Technology Expert

James is a former broadband engineer with 10 years of experience installing and troubleshooting home internet and TV systems across the UK. He specialises in helping customers get the most from their Virgin Media services.

Last reviewed: January 2026

More help with Virgin Media

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Moving Home

Transfer your service to a new address.

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