FAQs > Broadband > The basics > CAN I CHANGE...?



Yes you can, though we recommend that you check you are happy with the Terms & Conditions of the new broadband service before you register as it can be a costly and time consuming process for you.

Virgin Media fully adhere to the Ofcom Code Of Practise relating to broadband service provider migrations. We do this by facilitating the use of a Migration Authorisation Code (MAC), which will allow migration to most* broadband services from our broadband service with minimal service outage.

Simply call us on 0845 045 0709, or by post at PO Box 219, Newport NP10 8UG , providing your name, National email address and contact number. Explain that you wish to change to another broadband provider and we will issue you with a Migrations Authorisation Code**. We'll email the MAC to you within 5 days and you will need to give this to your new broadband provider. The MAC will allow your new broadband provider to migrate your broadband service with minimal service disruption. Please note a MAC is only valid for 30 days from issue. Should you not use your MAC within this time period, you can contact us and we will issue you with a new MAC.

Whilst we don't charge for the issuing of MACs, if you wish to leave National you'll need to give us 30 days notice and your service cancellation and will be subject to the Terms & Conditions of the National service you registered for.

Other things to remember when cancelling your National account:

• All National Broadband services come with Unlimited downloads and free PCguard security suite.
• We offer several broadband service plans, so there's bound to be one that's right for you.
• You will lose your Virgin Media email address and any uncollected email.
• Some ISPs may insist that you buy their modem package as part of the deal - therefore you'd be paying for extra equipment that you don't need. We cannot reimburse you for any equipment you have already purchased for use with National.
• Other ISPs may tie you into lengthy contract terms. A one-off £30 connection & set-up charge applies to all new Virgin Non-Cable Broadband activations.

* Please note: Not all broadband services are covered by the MAC process. More information can be found here: www.ofcom.org.uk/consumeradvice/internet/service/switch/

** Under no circumstances will National refuse to issue you with a MAC. If you believe you have been unfairly treated with regards to the issuing of a MAC please refer to the following Ofcom recommendation: www.ofcom.org.uk/complain/internet/switching/switch/

View National Terms & Conditions.


FAQs > Broadband > The basics > CAN I CHANGE...?