Virgin Media National Broadband

Line Rental FAQs

Switching to Virgin Media

What happens when I transfer my line rental to Virgin Media?

You no longer need to pay BT or your current provider for line rental. This is great news because now you can have all your services on one bill from Virgin Media. Virgin Media will take ownership and responsibility for the phone line in your home. We can provide your line rental as long as you have a working or previously working phone line (from BT or another provider) at your property.

Occasionally, if your current phone service provided is using a 'non-BT' network, this may require extra provisioning to your line. It may also be that the line in your home is inactive and requires special provisioning to make it live again before we can activate Virgin Media services.

Will all my services, phone line, call plan and broadband be available on the same day?

This depends on the type of order, but we will activate your services as soon as possible, so either your Talk service or Broadband may be available before your other services, allowing you to start using them earlier.

Will my current phone service provider or BT charge me for transferring my service?

If you are outside of your minimum contract term with your current provider or BT you will not be charged, and you should be refunded any amounts due from advance service payments.

What happens if I require a second line?

Currently, we do not offer a second phone line service. However we are always listening to our customers' suggestions and if there is enough demand for this service we will certainly consider offering it.

Are there any activation charges?

There is a charge to activate your Broadband, and if we have to reactivate you phone line, there may be engineering charges associated with this.

If I have more than one phone line at home, can I use this service for multiple lines?

If you have several extensions from the same phone number you will be able to subscribe to our services. If you have a second line installed, you will be able to set up a second account. However, we are unable to supply a new phone line into your house for you.

When I enter my postcode and home phone number I am asked to call the customer service centre, why is this?

There could be several reasons. Your current provider may be offering you a service on their own (non-BT) network. You may require extra provisioning to activate Virgin Media services on your phone line. It may also be that the line in your home is inactive and requires special provisioning to make it live again.

If I am moving home can I take my existing telephone number with me?

If the new home you are moving to is in the same postcode area of your existing telephone exchange you may be able to take your existing number with you. However, occasionally, there may be a need to supply a new telephone number; this will be communicated as early as possible.

Can I call emergency services on Virgin Media National phone? Will I be charged?

You can call emergency services free of charge.

Can businesses sign up for Virgin Media phone services?

Our Phone packages are available for Residential customers only. For business products please contact our business division NTL/Telewest Business at this website address http://www.ntltelewestbusiness.co.uk/.

What happens if I only want to have line rental and broadband with Virgin Media and my Talk Package with another provider?

In order to offer you the best value possible, we combine line rental with Talk Packages and broadband packages. We are unable to only offer you a Virgin Media phone line with broadband service and no Talk Package.

What free equipment do I get with my package?

All Customers receive a free wireless router kit.

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Billing

When will I be billed?

Virgin Media does not bill on a quarterly basis. You will receive your bill once a month from us. Due to potential pro-rating, your first bill may differ from the monthly package selected. So if we can provide you with your Broadband before your Talk services, we will start billing you for only that aspect of your package meaning that your first ebill may differ from the package price you have agreed.

Will I receive a paper bill?

No, Virgin Media National provide an online ebill that can be viewed at any time.

What happens if I require a copy of one of my bills?

You will have the ability to print out your current ebill via the online portal, or you can contact us to request a one-off paper copy of your bill. We may charge you for this service.

Are credit limits applied to my account?

Yes. We will place a reasonable monthly credit limit on your line.

I have home highway, can I use this with a Virgin Media phone line?

Home highway and ISDN services are incompatible with our phone line services. You will need to cancel these services before you can transfer to Virgin Media services.

What do I do if I change my mind before my service goes live?

You have 7 working days from the date we accept your order to cancel services. We will write to you with details of this cooling off period prior your go live date.

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Directory entries

What happens to my phone book directory entry when I move to Virgin Media National?

As your phone provider we manage your directory entry in to the BT Directory and database system on your behalf. During sign up we will ask you to confirm your details and also offer you the option to be ex Directory.

I am currently not listed in the BT Directory. Will I remain ex-Directory?

If you are ex-Directory you will continue to be. However, we will ask you to confirm this during registration.

Who do I contact to become or stop being ex-Directory?

You will have an opportunity to cancel or set this up during registration. After registration, you will need to contact our customer service centre on 0845 454 2222 to request a change in listing.

I have requested to be ex-Directory but I am still listed in the BT Directory. Why is this?

If your details are already published, you will need to wait until the next print run of the BT phone Book for this to be cancelled.

I am on the Telephone preference Service (TPS) list. Can I stay on it? Do I have to re-register?

As long as your telephone number is not changing you will remain on the TPS list and you will not need to re-register.

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Call features

What calling Features will Virgin Media offer?

We will offer a selection of the most popular calling features:

In addition to the above call features, we will offer some services free or as pay per use:

Will I be able to use my calling features that I have with BT?

We offer a selection of calling features that you can request to meet your requirements and enable you to continue to use them.

Will my calling features be transferred automatically during the sign up process?

During the sign up process your existing calling features will be removed from your phone line. You will need to inform us of the call features you would like to be added to your line.

Will I still be able to use 1571 free Voicemail and Call Minder?

Yes. Please remember to select Free Basic Voicemail that is equivalent to 1571, or Voicemail Plus that is equivalent to Call Minder.

What will happen to my saved messages and PIN whilst my account is being switch over?

If you have Call Minder, or an equivalent voice mail service with a PIN, your PIN will not work when you sign up to our new Voicemail Plus service. You will need to set up a new PIN. You will also lose any messages and greetings stored on your old service.

What type of call barring is available with Virgin Media phone services?

At the moment we are only able to offer you call barring for Premium rate calls.

Once I set up my calling features how can I manage them?

You can add or remove your calling features by visiting http://www.virginmedia.com/myvirginmedia. Alternatively you can call our customer service centre on 0845 454 2222 where we will be happy to help you.

How long does it take to order or cancel a calling feature?

24 - 48 hours from confirmation, but if you have ordered a monthly feature, then cancelled, you will be charged for the full month use of the feature.

How often can I change my calling features?

You can change calling features once per calendar month, and the minimum term for each calling feature (with the exception of pay per use features) is one calendar month. If you cancel a calling feature before the end of your monthly period, you will still need to pay the remainder of the monthly service charge.

What happens if I have an Alarm service that requires use of a premium line?

As long as you do not have premium rate call barring on the line, this service will continue to work.

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Home moves, upgrading or changing service

What is the minimum contract term and what happens if I move or upgrade during this period ?

There is a 12 month minimum contract term, and if you choose to leave us before this period is up, there will be a contract cessation charge. Please refer to your Terms and Conditions at http://www.virginmedia.com/myvirginmedia.

Can I upgrade my bundle package after I go live?

You will be able to change your phone package once per month using either http://www.virginmedia.com/myvirginmedia or by calling us on 0845 454 2222.

What happens if I am moving in to a new home and there is no active phone line? Will you provide me with one?

You will be able to enter your new address details online to determine whether we can offer you service. Provided that the property has or has previously had, a working phone line, we will be able to provide you with a great service. You may need to contact our customer service team; they will be able to establish what the status of the phone line is at the address you are moving to if our Online service cannot validate your address. It is very unlikely that a new phone line will be required. In most cases the line simply needs to be re-activated. However, if there is not or never has been a phone line at your property, then unfortunately we are currently unable to install a new phone line at your home.

What happens if I am moving in to a new home and there is an existing line in someone else's name?

We will still be able to move the line over into you name, dependant on the status. Call us on 0845 454 2222 to talk to us.

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