New customer FAQs
Got a question? Find the answer fast below.
Getting Virgin Media servicesOrdering online
Ways to pay and your bill
Getting everything installed
Getting Virgin Media services
Can I get Virgin Media services in my area?
There are two easy ways to get Virgin Media services. Either by cable or down your phoneline. Some of our best services are delivered by cable, but either way you can still get a better service and a fairer deal. Use our postcode checker and see which services are available in your area.
How long does my contract last?
Normally your contract lasts 12 months. But don't forget, if you fancy adding some extra channels, increasing your broadband speed or trying another phone package during your contract, you can!
Can I keep my BT number?
Yes. Normally you can. If you'd like to do this, just fill in the 'keeping your own number' bit of the online order form. We'll transfer your number when we install your services and this will close your BTaccount. You'll receive a final bill from BT around a week after you switch your number to us.
Can I still get Sky Channels with Virgin Media?
Yes, you can add Sky Movies and Sky Sports, if you like.
How come Sky's basic channels aren't available with Virgin Media?
Sky have recently removed their basic channels from Virgin Media. They've announced that they are removing them from Freeview this summer too. We offered to let an independent expert look at the situation. Sky refused. So we are now pursing legal action in the High Court.
Will they be available again soon?
We want to restore their basic channels at a price that is fair. In the meantime, we're determined to bring our customers the best service possible. We've launched Virgin Central, our new free service on channel 119, which lets you watch Nip/Tuck, The OC, Spooks and Grey's Anatomy any time you like, for free. There's our on demand service too. It's packed with hundreds of films and thousands of TV shows, all ready to watch at the touch of a button.
Virgin Media is the only place to get all these ground-breaking services. Join us and see for yourself.
Ordering online
How do I order online?
Ordering online couldn't be easier. To get started, simply use our postcode checker. This lets you know which services are available in your area. Then pick the package that suits you best. For the best value, we'd suggest you pick one of our ready made bundles of services. But if you prefer, you can suit yourself and select your own.
Next we'll help you to fill in your order form, set up your account and book your installation date.
What happens once I submit my order online?
We'll email you to confirm your order and installation date. Then it's all systems go!
When will my order confirmation arrive?
We'll be in touch within 24 hours.
Are my payment card details safe online?
We look after your details very carefully. The card details you give us online are encrypted (scrambled) and sent to us using Secure Socket Layer (SSL) technology. This is industry standard encryption technology that protects the card details whilst they are being sent over the internet and prevents them from being intercepted and misused by anyone else. When the card details reach us, we then store them securely so that they can only be read by authorised personnel. And just for your peace of mind, your card details are deleted as soon as we have dealt with your order.
Why do you need to know how long I have lived at my current address?
When you order online, we'll ask you to set up a Direct Debit with us. Setting up a Direct Debit is subject to a UK credit check. To help us do this we need your current address, plus any other address you've been living at in the last 3 years. So if you've moved house recently, we'll need you to let us know where you lived before.
Ways to pay and your bill
Which ways can I pay?
When you order online, you'll set up a Direct Debit with us. It's the easiest way to pay - and the cheapest, too. And you'll save £5 on payment handling fees if you pay by direct debit. But there are other ways to pay, including by credit or debit card, cheque and by PayPoint at your local post office or bank, and you can choose these if set up your services by phone. Remember that, if you pay by any other method other than Direct Debit, Virgin Media Payments will charge a monthly £5 charge for the payment handling services it provides to you.
What kind of bills will I get?
Whatever way you choose to pay for your Virgin Media services, we'll automatically sign you up to our E-Bill service when you join us. This means that you'll be able to view itemised bills online, instead of getting a paper bill in the post. Plus it's kinder to the environment (just think of all that paper you're saving) and will save you some money too! If you'd still like to receive paper bills you'll need to request to have them sent to you by getting in touch with our team, and these will cost £1 each month, on top of your bill.
How often will I get my bill?
You'll be able to view your E-Bills online monthly, and we'll let you know when they're ready to look at by emailing you. If you've decided to pay the £1 each month to get paper bills, it will drop through your letterbox monthly too. You'll normally receive your first within a month from the day we install your services, though in some areas it could be a little longer.
Getting everything installed
How do you install my services?
If you're having our cable services installed, our expert engineers will run a pencil thin cable from our network, underground through your front garden, to a small box which we fix to the side of your house. Then we'll connect whichever services you've chosen.
If you've chosen crystal clear TV, we'll set up your set top box. Gone for our flexible phone service? Then we'll plug in your phone and get you up and running. And if it's broadband, we'll fit your new modem and show you how to install the super fast broadband services.
I rent my flat or house. Can I still have Virgin Media services installed?
Yes, but we'll need to have the consent of your landlord first. Simply fill in their details in the permission part of your online order form and we'll ask for their permission.
Can I change my installation date if I need to?
Yes, of course. Just reply to your confirmation email letting us know which day suits you best and we'll do our best to accommodate it. Or, even quicker, call us on 0845 454 1111.
Get your services down your BT phone line?
We've selected the top 3 FAQs for new Unlimited Broadband customers, but if there's something else you need to know view all our FAQs.
What do you need to get Virgin Broadband in a non-cable area?
Just these:
- BT phone line
- Debit or credit card
- Broadband modem or router
- PC or MAC which meets the minimum specifications
How long does it take?
It normally takes around 7-10 days to get up and running with your new Virgin Broadband service in a non-cable area. if you already have broadband from another provider you can switch to Virgin Broadband within a similar timeline, with no activation fee.
Already got broadband?
You can switch to Virgin Broadband for free. Transferring your services is usually so smooth, you don't lose access to the internet at all (there's virtually no downtime).
Simply get your MAC (Migration Authorisation Code) from your current broadband provider, enter it during registration then we'll take care of the rest.
More about switching your current provider.