Service creditNo deadline statedHarder to claim
Automatic Compensation for delayed repairs/installation or missed appointments
The page does not state the actual trigger thresholds, credit amounts, or claim process, instead deferring entirely to a separate Automatic Compensation Policy document not included here.
“Whether you experience delays with your broadband installation or repairs, or we miss your engineer appointment, we offer Automatic Compensation to all our customers – no matter if you're new or existing.”Virgin Media policy page, Automatic Compensation Policy
Price promiseNo deadline statedSimple to claim
Price cut if content withdrawal downgrades your package
The price cut is applied automatically by Virgin Media when a package is downgraded, so an agent mainly needs to verify it occurred.
“If as a result of a withdrawal of content you will be receiving a cheaper Virgin Media package from the one you received immediately before the withdrawal, we will reduce the price you pay to the price of the new package.”Virgin Media terms, Section A
What to include: account id, confirmation of package change
RefundNo deadline statedTakes a few steps
Refund of payments if installation survey fails
Requires confirming the survey outcome and matching payment records, likely needing a support interaction rather than a single message.
“We shall not be under any liability whatsoever to you for any failure to provide the services in these circumstances but will refund you for any payments you have already made to Virgin Media Payments for installation of the equipment and provision of the services.”Virgin Media terms, Section E
What to include: order id, proof of payment
Price promiseNo deadline statedTakes a few steps
No price increase before term ends if package withdrawn
Requires checking the customer's minimum term end date and package change history to confirm eligibility.
“If this happens during your Minimum Term, the price of your relevant package will not increase before the end of your Minimum Term (other than where we increase prices under paragraph K5).”Virgin Media terms, Section K4
What to include: account id, minimum term dates
Right to cancelClaim within 14 daysSimple to claim
14-day cooling-off period to cancel new orders
A single phone call, letter, or form using the order ID is sufficient to trigger cancellation within this window.
“If you have ordered the services online, by telephone or from an agent attending at your home you have a statutory right to cancel an order for the services within 14 days (the cooling off period) from the latest of (i) the day after the delivery of the equipment (ii) the...”Virgin Media terms, Section M1
What to include: order id
RefundClaim within 14 daysSimple to claim
Refund paid within 14 days of returning equipment
Submitting a proof-of-postage receipt is a single piece of evidence an agent can supply to start the refund clock.
“We will make any refunds due to you for exercising your rights to cancel during the cooling off period (subject to any deductions due to us) no later than the earliest of 14 days after the day on which we receive the equipment back from you or you provide evidence that you have...”Virgin Media terms, Section M6
What to include: proof of return, order id
Right to cancelClaim within 30 daysSimple to claim
Cancel service anytime with 30 days' notice
A single notice via phone or letter using account details is enough to trigger this general cancellation right.
“In addition to your rights to cancel during the cooling off period, either you or we may end this agreement at any time (including during or at the end of any minimum period) by giving the other 30 days' notice.”Virgin Media terms, Section M9
What to include: account id
Price promiseClaim within 30 daysTakes a few steps
30 days' notice of charge increases with right to cancel
Acting on this protection still requires following the separate M14 cancellation procedure and timing.
“Any changes to our monthly charges will be published by us and/or Virgin Media Payments on the Virgin Media website and we will also give you notice of the change(s) at least 30 days before the changes take effect and you may cancel the services affected in accordance with...”Virgin Media terms, Section K5
What to include: account id
RefundClaim within 14 daysTakes a few steps
Full refund of payments if cancelled within cooling-off period
The refund amount depends on deductions for services already used and equipment return, requiring calculation beyond a single message.
“If you cancel the services during the cooling off period, we will refund to you all payments received from you, including the costs of any delivery for any equipment you ordered, however if you requested a service to begin during the cooling off period we may require you to pay...”Virgin Media terms, Section M4
What to include: order id, cancellation confirmation
Right to cancelClaim within 30 daysTakes a few steps
Cancel without penalty after price rise or major changes
Requires identifying the specific notified change and submitting cancellation within the specific 30-day window to qualify.
“If we and/or Virgin Media Payments: increase our monthly charges under this agreement; or make significant changes to the terms and conditions of this agreement (including the other legal stuff) which are likely to materially disadvantage you; or if there is a permanent loss of...”Virgin Media terms, Section M14
What to include: account id, notice of change received
RefundClaim within 180 daysTakes a few steps
Refund of remaining account balance after agreement ends
The customer must be reachable and respond within six months, and the 'costs outweigh balance' threshold is undefined and needs clarification.
“We'll get in touch with you to refund to you any money remaining after these deductions, unless our costs to administer that refund outweigh the actual account balance. If that's the case, we'll donate the account balance to charity. We may also donate your account balance to...”Virgin Media terms, Section M17
What to include: account id, closing balance
Based on Virgin Media's public terms and policy pages, read on 28 September 2026. Read the current terms. Terms change, so check the current version before you claim. This page is information, not legal advice.