I’ve already booked my cancellation
We’re here to help with any questions you may have about your cancellation, just get in touch or check our FAQs below.
We’re sorry you’re looking at cancelling our TV & broadband services.
We hope you’ll carry on enjoying your services with us. But if you decide not to, you can change or cancel your package through one of the options below
Once you’ve told us you want to cancel, there are a few more steps involved:
Make sure to check and pay your final bill, which covers your broadband & TV package costs and usage charges up to your disconnection date.
We’ll talk you through how to do this – we’ll either arrange to come round and collect it from you or we’ll send you a pack to return it free of charge.
This is stuff like saving important emails from your Virgin Media account, as it will be closed 90 days after you have been disconnected.
We’re here to help with any questions you may have about your cancellation, just get in touch or check our FAQs below.
Your final bill will cover your package cost as well as any out-of-package services you’ve used up to your disconnection date.
If you pay by Direct Debit, we’ll finalise all charges and cancel your payments as soon as your disconnection has been processed. Please don’t cancel your Direct Debit before your account has been settled.
If your account is in credit, the amount will be refunded to you 45 days from your disconnection date (we need this time for everything to be updated with any additional charges or credits once your account has been closed).
If you’ve moved, we’ll send your final bill to your new address within two weeks. Just make sure we’ve got your new details before you leave us.
Learn more about your final bill.
If you need to change the date of your disconnection (or you’ve changed your mind about cancelling) don’t worry, we can help – just get in touch as soon as you can so we can get things sorted.
Our services will go offline on your disconnection date, unfortunately we can’t give you an exact time.
Once they’ve been disconnected, you’ll need to arrange returning or recycling the equipment. If we’ve asked you to return our kit, make sure to do it within 30 days of your disconnection date to avoid any charges.
The Virgin Media kit is part of the service we provide, so we may ask you to return it (including remote controls and power cables).
If we do, we’ll either text or email you (from noreply@contactengine.com) to arrange an appointment for our collection team to come round and pick it up. If we can’t collect it, we’ll send you our free postal returns packaging. All you’ll need to do is pack up our kit and drop it off at any Collect+ store within 30 days of the disconnection (otherwise you may be charged).
You might also need to check:
• If you have Netflix as part of your package, you’ll be able to continue using it until the end of your subscription period on your final bill. Once we’ve stopped billing you, Netflix will let you know how you can pay them directly.
• If you have Virgin Media Internet Security (powered by F-Secure), your subscription is unaffected and will continue separately. You can contact F-Secure directly if you want to cancel, or they’ll be in touch when it’s time to renew.
• Any emails you want to keep from your Virgin Media email address, as this will close 90 days after your disconnection date. Just make sure you forward anything important to a new email address.