Virgin Media - Home

Moving to another cable area?

• How do I transfer my services?
• Can I keep the same number?
• I'd like to change my telephone number
  when I move. Can I?
• I'm renting my new home. Can I still get Virgin Media services?
• I'd like to get Virgin TV at my new house.
  Can I?
• What do I do if my moving date changes?

Moving national services (services down your phone line)

• Can I transfer my National services?
• I'm moving to a National area, can I still receive services?
• What is National and what can I get?
• What about my contract?

Having your services disconnected or re-installed

• Do you need to disconnect the service at my old house?
• Do I need to be at my new house when my service is installed?
• When you install my services, will you need to lay any cables underground?
• There is a broadband TV/telephone socket at the new address, but I want it in a different place. Can this be done?

Paying for your services

• What happens to the final bill from my previous address?
• I currently pay my account by Direct Debit. Will I need to reset this when I move?
• How do I change my address?

How do I transfer my services?

Easy. Just give our Movers team a call on 0845 454 1111. We'll fix a date that suits you best to install your new services. That can be in 14 days or less. Just let us know which date you're moving as soon as you can.

Request a move online

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Can I keep the same telephone number?

We hope so! Sometimes it's subject to local availability, but in most cases you can keep your telephone number.

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I'd like to change my telephone number when I move. Can I?

If you'd like to, you can! If you're moving within the local area it's free of charge.

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I'm renting my new home. Can I still get Virgin Media services?

Sure. You just need to get permission from your landlord first.

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I'd like to get Virgin TV at my new house. Can I?

Sure. We can send an engineer round to install your Virgin TV service. Just give us a call on 0845 454 1111 and we'll fix a date that suits you best. And if you need any help choosing the package that suits you, our team will be able to help.

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What do I do if my moving date changes?

Don't worry, we can rearrange your installation for you - it's no problem at all.

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Can I transfer my National services?

Yes. If you let us know early enough, we can fix things so that your services are ready and waiting for you when you move in. Then all you need to do is plug in your PC and phone and off you go! Just give us a call on 0845 045 0709 (it costs the same as a local rate call), let us know your new address and phone number and we can set things up at your new place.

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I'm moving to a National area, can I still receive services?

Absolutely! If you are moving into a National area then we can sort things out so that your connection is ready and waiting for you when you move in. Give us a call on 0845 454 1111 (it costs the same as a local rate call) let us know your new address and phone number and we can set things up at your new place. Just remember to give us 14 days notice so we've got enough time to sort things out.

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What is National and what can I get?

If your new home is in a National area, then we'll deliver new services to you down your BT phoneline.

Right now you can get:

• Free TV (with over 40 channels)
• Fast reliable broadband
• Flexible home phone package
• A very different mobile service

Just give us a call and we'll make all the arrangements for you.

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What about my contract?

Don't worry about your old contract. You can simply start a new one when you get your National services.

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Do you need to disconnect the service at my old house?

If you're taking your Virgin Media services with you, then we won't need to come round to disconnect your services, we can simply close your old account at this address, so no one can run up a bill on your behalf. All you need to do is take your modem and your set top box to your new home, where our engineers will install them for you.

Not taking your Virgin Media services with you? We'll drop round and pick up your TV set top box and modem. Give us a call and we'll fix a day that suits you best.

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Do I need to be at my new house when my service is installed?

Yes. We'll need you, or someone who lives with you (and who's over 18), to be around when we call. They'll need to make decisions about where the services will go.

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When you install my services, will you need to lay any cables underground?

If services have previously been installed at the property, all the cabling will be available. However, if we need to add/replace any cabling we will discuss this with you before the installation.

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There is a broadband TV/telephone socket at the new address, but I want it in a different place. Can this be done?

Yes, depending on the socket, it can be installed as close to your preferred location as possible. Just let the engineer know where you would like to place the socket before he gets started.

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What happens to the final bill from my previous address?

Your final bill will arrive at your new address around 7 days after your services are transferred. It'll cover the services you used at your old address up until the date we disconnected them. Since you pay for your services in advance, we'll refund any extra money we owe you. Then you'll receive a new bill for services at your new home. Just like normal, you'll pay for your services in advance.

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I currently pay my account by Direct Debit. Will I need to reset this when I move?

No. As long as your bank details stay the same, you won't need to change a thing.

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How do I change my address?

If you have moved home, don't forget to change your address in My account too. That way you won't miss out on any important information from us.

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