Broadband FAQs

Before you sign up: What is Non-cable Broadband and what do I get?; Is there a cancellation charge?; How do I get Non-cable Broadband?; What will I need?; Can I use my Xbox or Playstation console with Virgin Broadband Plans?; Can I connect to any of the Virgin Broadband Plans with more than one PC?
What happens after I register?: What happens after I register?; When will my Beyond Broadband Starter Kit or Wireless Kit be delivered?; What happens on the day my line is activated?; How can I set up my computer for Non-cable Broadband?
Unlimited Broadband & Talk - the Basics of Bundles: What is a Non-cable Broadband Bundle?; Can I buy Virgin Broadband and Talk separately?; Why does Unlimited Broadband & Talk cost less than your Umlimited Broadband options?; Do I have to sign a 12 month contract when I join a broadband Bundle?; Do you offer an "anytime" Talk option with your Bundle options?; Can I keep my LoudMouth phone service and move to a Bundle?
Ordering Bundles: How do I order a Bundle?
Bits and bobs about Bundles: What is the minimum contract period?; What if I cancel before broadband activation?; Can I cancel after the "cooling off period"?; Can I change to another Bundle during / after my Minimum Contract Period?; What happens if I change from one Bundle to another Bundle after my Minimum Period?; Can I change from a Bundle to Just Broadband option?; Can I transfer my Bundle when I move and it is free; I'm not really using one of the Bundled (Broadband or Talk) services. Can I cancel one and keep the other?
After registration care: Help; Cancellations
Virgin Acceptable Use Policy Guide: More about Unlimited Downloads on Virgin Broadband; What is a gigabyte or GB?; What is the Acceptable Use Policy?

Before you sign up

What is Non-cable Broadband and what do I get?
A high-speed connection to the Internet. It's also sometimes described as being 'always on' - that means you don't have to dial up each time you want to go online.

Download speeds of up to 8 Mbps (megabits per second) and upload speeds of up to 448 Kbps and with unlimited downloads (Acceptable Use Policy applies) you can download music, photos and video.

You can also bundle your Virgin Broadband service with a great value call plan. You can choose from one of our Unlimited Broadband & Talk options which offer free Anytime calls or free Evening and Weekend calls to UK landlines. (More about Unlimited Broadband & Talk options)

Is there a cancellation charge?
Unlimited Broadband and Talk
If you chose one of our Unlimited Broadband and Talk services you will have accepted a minimum 12 month term contract when you registered. If you wish to leave your Bundle within 12 months of activation you'll need to contact us, give us 30 days' notice and pay all charges for the remainder of the contract.

Unlimited Broadband
If you chose one of our Unlimited Broadband services and wish to cancel within 12 months of activation you'll need to contact us and give us 30 days' notice. Please note we reserve the right to apply a £50 cancellation charge.

How do I get Non-cable Broadband?
Is broadband available on your phone line?
During registration you can check the availability of broadband in your area, and whether your phone line is compatible.

What will I need?
Minimum PC requirements:

Pentium 200Mhz or equivalent
32 MB RAM
16-bit sound card
Four-speed CD-ROM player
200 MB free on hard drive
MS Windows 98SE, ME, 2000 or XP
A spare USB port

Minimum Mac requirements:

PowerPC 601 or equivalent
200Mhz
32 MB
Two-speed CD-ROM player
Video driver/display 800 x 600, 256 colours
100 MB free on hard drive
Mac OS 8.6-9.2, 10.1-10.4 (Mac OS 10.0 is not supported). There is currently no driver support for Intel based Macs.
A spare USB port

Phone line:
Some services on your phone line can prevent us from successfully activating a broadband service. These include:

Subscriber Private Meeting
30K loop
Private Services
Copper Wideband Servicing Sections
CWss 2 or 3 pair
Featurenet 5000 services
Private Exchange Branch Lines
DACS

Can I use my Xbox or Playstation console with Virgin Broadband Plans?
Our service does support Xbox and Playstation online gaming. For further information on setting up, please see the following sites:

Can I connect to any of the Virgin Broadband Plans with more than one PC?
Yes, although you'll need to buy the Wireless Kit to do so. It includes everything you need to connect more than one desktop or laptop computer to your broadband connection. It's also perfect if you don't want to be tied down, as you'll be able to connect to your broadband account from anywhere in your home without any wires. The Wireless Kit costs £40.00.

What happens after I register?

What happens after I've registered?
We'll email you in a few days to confirm your username and target activation date.

You can also track your broadband order online. The My Broadband order section gives you details on the key stages your order goes through after registration, and where your order is in that process.

If you didn't order either the Non-cable Starter Kit or the Wireless Kit during registration, you can buy them now from our broadband equipment shop.

Starter Kit:
Perfect if you're new to broadband or if you only want to connect one computer to your broadband service. As well as a USB modem, you'll also receive two free ADSL filters which allow you to make phone calls and surf the Internet at the same time - in fact you'll have everything you need to get your broadband account up and running.

Wireless Kit:
Contains everything you need to share your Non-cable Broadband connection over more than one computer. It's also perfect if you have a laptop or if you don't want to be tied down, as you'll be able to connect to your broadband account from anywhere in your home without any wires. The Wireless Kit also comes with two free ADSL filters which allow you to make phone calls and surf the Internet at the same time.

Your Non-cable Broadband Starter Kit or Wireless Kit should arrive about three days before your target activation date. Whichever broadband Kit you order, please don't install it before your activation date.

If your order hasn't been successful, you'll receive an email from us letting you know why and what you can do to get activated.

See our full Broadband help section for more information on what happens after registration.

When will my Virgin Broadband Starter Kit or Wireless Kit be delivered?
If you ordered either the Virgin Broadband Starter Kit or the Wireless Kit, it will be delivered approximately three days before your target activation date to the address you gave when you ordered your kit from the Equipment shop.

Whichever broadband Kit you order, please don't install it before your activation date.

If your order hasn't been successful, you'll receive an email from us letting you know why and what you can do to get activated.

What happens on the day my line is activated?
We'll make the necessary changes to your phone line. Except in a few rare cases, there is no need for an engineer to call. Ideally, you should start installing your modem and filters anytime on the day your line is activated. See our comprehensive broadband help section.

If you are a customer changing from BT ISDN/ Home Highway, your phone line may be unavailable for up to four hours while we are switching your line from ISDN to Non-cable Broadband. We will be in touch with you to let you know when the changes to your line will be made. If you experience a longer break in service we advise that you contact your telephone line provider directly.

How can I set up my computer for Non-cable Broadband?
See our comprehensive broadband help section to find full information on setting up your computer to use your new broadband service.

Please make sure you don't change your Internet settings or install your modem before your confirmed activation date.

Unlimited Broadband & Talk - the Basics of Bundles

What is a Non-cable Broadband Bundle?
A broadband bundle includes both our broadband service and our Virgin Talk service. Taking both Non-cable Broadband and Talk gives you a better deal. For more information see our Broadband pages.

Can I buy Non-cable Broadband and Talk separately?
You can buy Virgin Broadband separately by taking our Unlimited Broadband option. See our Broadband pages for details. We currently only offer Non-cable Talk as part of our Unlimited Broadband & Talk bundles.

Why does the Unlimited Broadband & Talk cost less than your Unlimited Broadband options?
By bundling more than one service together, we can reduce our costs, and offer you even better deals for more services. Aren't we nice?

Do I have to sign a 12 month contract when I join a broadband Bundle?
To benefit from the best price, we need your commitment to stay with us for at least 12 months. In return, we offer top-notch services, great value and real flexibility even during your minimum term.

Do you offer an "anytime" Talk option with your Bundle options?
Yes. You can get free any time calls to UK landlines on our Unlimited Broadband & Talk Bundle One.

Can I keep my LoudMouth phone service and move to a Bundle?
Unfortunately not. If you move to a Bundle, you will need to take one of our Non-cable Talk plans.

Ordering Bundles

How do I order a Bundle?
If you're already a Virgin Media customer, change package online, or call us on 0845 045 0065.
If you're new to Virgin Media, sign up online or call 0845 045 0001.

Bits and bobs about Bundles

What is the minimum contract period?
12 months from activation of your broadband service.

What if I cancel before broadband activation?
Under Distance Selling Regulations, you can cancel the agreement up to seven working days after entering into it - "the cooling off period".

You also can cancel the agreement without penalty up to the date of your Talk activation, however we would request you inform us as soon as possible, preferably prior to your broadband activation date.

Can I cancel after the "cooling off period"?
Yes you can, but if you cancel during your Minimum (12 month) Contract Period you will need to pay for any remaining term on your contract - for more details see our Terms and conditions.

If you cancel the services after your Minimum Contract Period has elapsed then you will not need to pay a contract settlement term.

Can I change to another Bundle during / after my Minimum Contract Period?
Yes, if you change from one Bundle to another Bundle during your Minimum Contract Period, we will transfer any outstanding Minimum Contract Period to your new Bundle. We will also update your subscription fee in your next monthly bill. If you downgrade from Bundle One to a lower Bundle and you ordered a Free Wireless Kit, we will ask that you buy or return the Wireless Kit when downgrading. You will not be charged contract settlement fees when moving from one Bundle to another Bundle.

You can move from one Bundle to another Bundle up to once a month without charge after your Minimum Contract Period has been completed.

What happens if I change from one Bundle to another Bundle after my Minimum Contract Period?
As long as you do not cancel your current Bundle (and it has completed its Minimum Contract Period), you can move from one Bundle to another up to once a month without charge and without a new Minimum Contract Period being required.

If you cancel your Bundle during/after the Minimum Contract Period has been served and, at a future date, you re-subscribe to a new Bundle, the Minimum Contract Period will apply.

Can I change from a Bundle to Just Broadband option?
Yes, however if you do this during your Bundle's Minimum Contract Period, you will be required to settle any outstanding contractual term.

If your Bundle's Minimum Contract Period has been served, then you can change to Just Broadband without any penalties. However, if you subsequently change back to a new Bundle, a new Minimum Contract Period will apply.

Can I transfer my Bundle when I move and it is free?
Yes you can, however there are a couple of things to bear in mind. Because we have to pick up third party charges when we provide Bundled Services to your new address, your Minimum Contract Period will restart.

If you cannot receive one of the Bundled Services at your new address, you can cancel your contract without penalty.

If you do not want one of our Bundled Services at your new address, then our standard cancellation policies (including those for Bundles still in their Minimum Contract Period) will apply.

I'm not really using one of the Bundled (Broadband or Talk) services. Can I cancel one and keep the other?
No, it is a condition of your contract that you maintain both services on your BT line both during and beyond your Minimum Contract Period.

If you do want a broadband service without the Talk service, you can move to one of our Unlimited Broadband options.

Virgin Talk is not available as a separate service.

After registration care

Help
Full instructions on what to do next can be found in our Broadband help section.

Cancellations
If you want to cancel your Virgin Broadband service before your line is activated, you must notify us by phone. You will need to call the Cancellation Line. You can find details on our contact us form.

There are no charges for cancelling prior to your Broadband activation date. If your service has been activated, you will need to give us 30 days notice in order to cancel. Please note that your Virgin.net Broadband Starter Kit or Wireless Kit order will need to be cancelled separately with Thomson. If you have already received your Starter Kit or Wireless Kit, you will need to contact Thomson and return it. You can do this on the Thomson website Thomson.

Leaving Virgin Broadband:
When you join Virgin Media, you won't have to sign a 12 month contract. However, if you wish to leave our broadband service, you'll need to give us 30 days' notice. Please note that we reserve the right to apply a £50 cancellation charge if your service is cancelled within 12 months of activation.

Virgin Acceptable Use Policy Guide

More about Unlimited Downloads on Virgin Broadband
Virgin Broadband offers unlimited downloads on all our broadband packages, which is great if you like to download music and movies or just don't want to worry about monthly allowances or caps. However, if you download a lot, as part of our Acceptable Use Policy, you need to know that we operate a Traffic Management policy.

What is a gigabyte or GB?
GB is short for 'Gigabyte', which is a chunk of data. Everything which is sent over the Internet is made up of chunks of data, whether it is a web page, an email, a music track or video clip.

If 8 Bits of data = 1 Byte, then
1024 bytes of data = 1 Kilobyte (KB), then
1024 KB of data = 1 Megabyte (MB), then
1024 MB of data = 1 Gigabyte (GB)

Of course, each involves a different amount of data - the average email (without attachments) is around 4 KB, whereas digital photographs are around 1 MB. An MPEG3 music file compressed to playback at 128Kbit/s is around 3-4MB. For more information about your usage and our Traffic Management policy.

What is the Acceptable Use Policy?
We operate an Acceptable Use Policy which forms [a legally binding] part of our service Terms and Conditions. Our Acceptable Use Policy specifies actions prohibited by Virgin Media users of Internet Services. It is designed to protect you and us from misuse of the services which could lead to service impairment. We strongly recommend you review the Acceptable Use Policy and ensure you are familiar with its contents.

Unlimited Broadband customer please click here

Unlimited Broadband & Talk customers please click here

We also operate a Traffic Management policy as part of our Acceptable Use Policy. For full details of our Traffic Management Policy please click here

How to pay

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