Virgin.net Broadband Frequently Asked Questions

Before you sign up
What is Virgin.net Broadband?
Is there a cancellation charge?
Virgin.net Broadband Plans
How do I get Virgin.net Broadband?
What will I need?
Can I use my Xbox or PS2 console with Virgin.net Broadband Plans?
Can I connect to any of the Virgin.net Broadband Plans with more than one PC?
Do I need Anti-virus software?
Do I need any extra security on my PC?
What happens after I register?
What happens after I've registered?
When will my Virgin.net 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 Virgin.net Broadband?
The Basics of Bundles
What is a Virgin.net Broadband Bundle?
Can I buy Virgin.net Broadband and Talk separately?
Why do Virgin.net Broadband Bundles cost less than your Just 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?
Virgin.net Broadband Bundle One - the free Wireless Kit
Is the Wireless Kit really free?
After registration care
Help
Cancellations
Virgin.net Broadband usage allowance guide
What are usage allowances?
What are the allowances on Virgin.net Broadband?
What is a gigabyte or GB?
What is the Acceptable Use Policy?
How can I manage my usage?
What happens if I exceed my allowance?
Virgin.net Talk - the basics
What do I get for free?
How long does it take for Virgin.net Talk to be activated?
Can I use Virgin.net Talk before it's activated?
VIRGIN.NET TALK Frequently asked Questions:
Virgin.net Talk - the nitty gritty
What is Virgin.net Talk and how does it work?
Are there any charges for the Virgin.net Talk service?
Do I need a smart dialler box or other phone attachment to use the service?
Why does BT contact me?
Can anyone get the Virgin.net Talk service?
How much does it cost?
Can businesses sign up for Virgin.net Talk service?
Can I get Virgin.net Talk on more than one telephone number?
Do I need a PIN number?
BT provides my line rental, but I already use another telephone service provider for my calls. Do I need to cancel anything before I order?
I am not the primary customer for my Virgin.net Broadband account but I'd like to order the Virgin.net Talk service; what do I do?
I would like a family member or a friend to act on my behalf, or alongside me regarding my Virgin.net Talk service. What should I do?
I have Virgin.net Talk activated on my phone line - how do I make calls using another provider?
Can I still use an alternative carrier for international calls?
What happens to any existing BT services (e.g. 1471 and 1571) that I have already set up on my line and what will be billed by BT?
Are there any BT services that will not be available if I sign up to Virgin.net Talk?
What happens if I need to call the emergency services i.e. 999 or 112?
If I cancel my Virgin.net Talk service, will my Virgin.net Broadband account be cancelled as well?
Do I need to change my phone line or number?
Do I need any special/extra equipment?
Do I need to cancel my BT account/package to use Virgin.net Talk?
Will I receive the same call quality?
Can I still be ex-directory?
Do I need to dial the full STD code for local calls?
Can I make calls to directory enquires using Virgin.net Talk?
I currently use another telephone service provider that either requires me to enter a prefix before calling, or have a dialler box connected to my phone line. Can I continue to use this?
If I change my mind can I cancel my Virgin.net Talk order?
Will I still receive a bill from BT?
How do I pay for other calls using Virgin.net Talk?
Is there a minimum contract period?
Will I receive a paper bill for my Virgin.net Talk service?
Why have I been charged for international calls?
How do I find the cost of international calls?
Why have I been charged for a local / national call?
What if I have a query with my eBill?
Who do I call if I have a problem with the service after it has gone live?
If my Virgin.net Talk Evening & Weekends service stops working, can I still use my BT line if I've got automatic dialling for Virgin.net Talk set up?

Before you sign up

What is Virgin.net Broadband?

  • 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.
  • You could receive download speeds of up to 8 Mbps (megabytes per second) on Plans One and Two (up to 1 Mbps on Plan Three). You will also benefit from upload speeds of up to 512 Kbps on Plan One and Two and 256 Kbps on Plan Three.
  • 5 free email addresses (e.g. richard.branson@virgin.net)
  • Free anti-spam and email virus protection.
  • Email forwarding facility to allow you to forward your Virgin.net email to another email address
  • 10 MB of web space to create your own website
  • Free email Customer support

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Is there a cancellation charge?

  • When you join Virgin.net, you won't have to sign a 12 month contract or pay an activation or set-up fee. 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. Unfortunately, this charge is necessary due to the cost of activating your broadband service.

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Virgin.net Broadband Plans

We've got six broadband options to choose from. Some are available without a 12 month contract, some come with free UK evening and weekend calls. For all the latest information on what's available, visit our broadband pages.

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How do I get Virgin.net Broadband?

  1. First you need to check a few things:
    • 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.
    • Does your computer meet the minimum specification?
      The vast majority of computers purchased in the last three to four years will support a broadband connection. Check the minimum computer specification in Broadband help.
  2. Next sign up or change your existing Virgin.net package to Virgin.net Broadband.
    It normally takes around 7-10 days to activate a new broadband service. Customers who already have a broadband service with another ISP may be able to switch to Virgin.net within a similar timeline, with no activation fee.
  3. Finally check your Virgin.net email address (or an alternative address if you gave one) for updates on your broadband order.
    On your activation date, install your modem and start making the most of our super fast broadband service.

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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 requirements:

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

See our full Broadband help section for more information on phone and computer requirements.

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Can I use my Xbox or PS2 console with Virgin.net Broadband Plans?

Our service does support Xbox live and PS2 online gaming. For further information on setting up,
please see the following sites:
Xbox live
PS2 live

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Can I connect to any of the Virgin.net 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.

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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 Virgin.net Broadband 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 Virgin.net 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.
Contains everything you need to share your Virgin.net 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 Virgin.net 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.
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.
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.

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When will my Virgin.net Broadband Starter Kit or Wireless Kit be delivered?

If you ordered either the Virgin.net 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.
Please do not install until your confirmed activation date.

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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 Broadband help.
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 Virgin.net 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.
If you're a Broadband Plan One customer and your broadband speed is being upgraded, your phone line may be unavailable for between 10 and 20 minutes on the day your line is activated.
For the speed upgrade to take effect, you will need to close your Internet connection and unplug your router / modem. Once you've done this, simply reconnect your router / modem and connect to the Internet - you should now be connecting at faster speeds.

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How can I set up my computer for Virgin.net 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.

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The Basics of Bundles:

What is a Virgin.net Broadband Bundle?

  • A broadband Bundle includes both our broadband service and our Virgin.net Talk service. Taking both Virgin.net Broadband and Talk gives you a better deal.

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Can I buy Virgin.net Broadband and Talk separately?

  • You can buy Virgin.net Broadband separately (visit our Just Broadband pages on our website). We do not currently offer Virgin.net Talk unless you are a Bundle customer.

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Why do Virgin.net Broadband Bundles cost less than your Just 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?

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Do I have to sign a 12 month contract when I join a broadband Bundle?

  • o 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.

If you donít want a 12 month contract, take a look at the Just Broadband options on our website.

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Do you offer an "anytime" Talk option with your Bundle options?

  • Our Talk service comes with free evening and weekend calls to UK landlines

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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 our Virgin.net Talk Evening & Weekend call plan.

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Ordering Bundles:

How to I order a Bundle?

  • If you're already a Virgin.net customer call us on 0845 045 0065
  • If you're new to Virgin.net, sign up online or call 0845 045 0001

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Bits and bobs about Bundles:

What is the minimum contract period?

  • 12 months from activation of your broadband service

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What if I cancel before broadband activation?

  1. Under Distance Selling Regulations, you can cancel the agreement up to seven working days after entering into it Ė the "cooling off period"
  2. 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

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Can I cancel after the "cooling off period"?

  1. 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.
  2. If you cancel the services after your Minimum Contract Period has elapsed then you will not need to pay a contract settlement term.

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Can I change to another Bundle during / after my Minimum Contract Period?

  1. 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.
  2. You can move from one Bundle to another Bundle up to once a month without charge after your Minimum Contract Period has been completed.

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What happens if I change from one Bundle to another Bundle after my Minimum Contract Period?

  1. 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.
  2. 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.

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Can I change from a Bundle to Just Broadband option?

  1. Yes, however if you do this during your Bundle's Minimum Contract Period, you will be required to settle any outstanding contractual term.
  2. 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.

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Can I transfer my Bundle when I move and it is free?

  1. 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.
  2. If you cannot receive one of the Bundled Services at your new address, you can cancel your contract without penalty.
  3. 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.

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I'm not really using one of the Bundled (Broadband or Talk) services. Can I cancel one and keep the other?

  1. 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.
  2. If you do want a broadband service without the Talk service, you can move to one of our Just Broadband options. Find out more on our Just broadband pages.
  3. Virgin.net Talk is not available as a separate service.

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Virgin.net Broadband Bundle One - the free Wireless Kit

Is the Wireless Kit really free?

  • Yes, it is free to order for all Bundle One customers! Don't forget that a 12 month minimum term applies.
  • When placing an order for Bundle One, please make sure that you order the Wireless Kit online via our Broadband Equipment shop or via one of our call centre agents.
  • If you downgrade from Bundle One during the Minimum Contract Period to another Bundle or Just Broadband service, you will need to buy or return your Wireless Kit.
  • If you exercise your right to "cool off" and cancel your Bundle before activation, you must buy or return any Wireless Kit we may have provided to you.

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

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Cancellations

If you want to cancel your Virgin.net Broadband service before your line is activated, you must notify us by phone. You will need to call the Cancellation Line. You can find the contact information here: http://www.virgin.net/customers/contactus/index.html.
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 Netgear. If you have already received your Starter Kit or Wireless Kit, you will need to contact Netgear and return it. You can do this on the Netgear website Netgear.
Leaving Virgin.net Broadband:
When you join Virgin.net, you won't have to sign a 12 month contract or pay an activation or set-up fee. 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. Unfortunately, this charge is necessary due to the cost of activating your broadband service.

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Virgin.net Broadband usage allowance guide
What are usage allowances?
A monthly usage allowance is the maximum amount of data (web pages, photos, music tracks, emails etc) that you can transfer across the Internet every month. This includes both downloading and uploading data (e.g. receiving and sending emails, surfing the Internet and uploading pages to your webspace).
With Virgin.net Broadband Plan Three, you can transfer up to 3 GB of data per month, Plan Two allows up to 6 GB of data to be transfered per month and Plan One, a massive 20 GB

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What are the allowances on Virgin.net Broadband?

Virgin.net Broadband Plan Three - £14.99 a month
Plan Three is perfect if you're new to broadband but don't want to sign a 12 month contract. Its 3 GB monthly download allowance is ideal if you want a fast connection to surf the Net and send emails without tying up your phone line. And don't worry, if you choose Plan Three and decide it's not quite right, you can easily switch to another Plan for free.
Sign up for Plan Three >
Virgin.net Broadband Plan Two - £17.99 a month
Choose Plan Two for a connection that's up to 8 Mbps with no 12 month contract. It's perfect if you want to use the Net to surf, email and download photos and music without tying up your phone line. You also get a 6 GB monthly download allowance which is more than enough for most users, but if you download a lot of files, Plan One may be a better option.
Sign up for Plan Two >
Virgin.net Broadband Plan One - £24.99 a month
Ideal for serious surfers, home workers, households with multiple users or if you want to connect more than one computer to your broadband service.
Plan One offers broadband at up to 8 Mbps speeds and gives you an unlimited downloads so you can make the most of online video, online games and live broadcasts.
Sign up for Plan One >

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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. To see what the 3 GB usage allowance means, visit our usage allowance guide.

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What is the Acceptable Use Policy?

For the vast majority of customers, our Plan One service provides all the bandwidth a UK household needs and lets you surf all day and night and download hours and hours of music tracks and videos (you can get more information about what you can do with Plan One on our usage guide pages).
However, we do operate an Acceptable Use Policy on Virgin.net Broadband. This is in place to prevent a very small number of customers downloading huge amounts of data which can affect the enjoyment of the service for others. The Acceptable Use Policy means that the service may not be suitable for businesses or those regularly using file sharing applications.
Just as a guideline, if you download more than around 40 Gigabytes (GB), we'll post you a letter and send an email to ask you to reduce your usage. If, over time, your usage doesn't fall within this level, we'll call you and chat through our options which may, in extreme circumstances, including suspending or disconnecting your service.
For all the nitty gritty on our Acceptable Use Policy, please see our Terms and Conditions.

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How can I manage my usage?

Each of our broadband packages have different usage allowances. Plan One provides an unlimited usage allowance, Plan Two 6 GB and Plan Three 3 GB. You can find which Plan suits you by visiting our 'which Plan for me' page. Don't worry though as if you decide that the Plan you choose isn't quite right, you can change to another at no cost.
If after a couple of months you have used more than your monthly download allowance or have exceeded our Plan One Acceptable Use Policy in consecutive months , we'll email you to let you know. If you consistently exceed your monthly download allowance we will ask you to upgrade to a more suitable Plan.

Please see our Terms & conditions for full details

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What happens if I exceed my allowance?

We will send an email to your Virgin.net email address to let you know. We may also request that you upgrade to another, more appropriate Plan, if you consistently exceed your monthly allowance. Please see our Terms and Conditions for full details. Unlike many competitors with similar schemes, we won't impose hefty penalty payments or suspend your service as soon as you go over your allowance. Please note that you can't carry any remaining allowance over to the following month.

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Virgin.net Talk - the basics

What do I get for free?

  • You'll get free evening and weekend calls to UK landlines.

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How long does it take for Virgin.net Talk to be activated?

  • We start to activate your Virgin.net Talk service once your broadband service has been successfully activated. So your Talk service should be available to use around 10 working days after your broadband activation date.

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Can I use Virgin.net Talk before it's activated?

  • No, until your Virgin.net Talk service is activated, please continue to use your BT line as normal for calls
  • We will send you an email (to your Virgin.net email address) to tell you when your service is fully activated
  • Once activated, access to your Virgin.net Talk service is fully automated - simply pick up the handset and dial as normal.

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Virgin.net Talk - the nitty gritty

What is Virgin.net Talk and how does it work?

It is a telephony service delivered by Virgin.net to you through a process known as "Carrier Pre-Select". Carrier Pre-Select allows you to choose another supplier of calls even though you continue to pay your phone line rental to BT.

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Are there any charges for the Virgin.net Talk service?

Virgin.net Talk Evening & Weekends is exclusive to the Virgin.net Bundled Broadband Services. The Bundles' monthly tariff includes the Virgin.net Talk Evenings & Weekends service subscription free of charge. This means you can make free calls to UK landlines, during Evening & Weekends (6pm-6am, Monday to Friday, 6pm Friday - 6am Monday) at no additional charge. You can find out the cost to call international destinations and mobiles using our online tariff calculator

Please note that the first 60 minutes of direct-dialled voice calls to geographical local and national phone numbers beginning with 01 and 02 are included in your monthly subscription for Bundled Broadband. Subsequent minutes will be charged at 3 pence per minute, so make sure you hang up before the 60th minute and redial to avoid any charges. Non-geographical numbers such as 0845 and 0870 are not part of the monthly subscription and a 6p connection fee applies to all calls outside those included in your monthly subscription.

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Do I need a smart dialler box or other phone attachment to use the service?

No, you don't need a smart dialler box or any other equipment to use Virgin.net Talk. You just need a BT phone line and a telephone.

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Why does BT contact me?

This is a legal requirement laid down by Ofcom, the telecommunications watchdog, to ensure fair treatment of customers. You don't need to do anything - just sit back and let us take care of it all. For more information, please visit the Ofcom website: http://www.ofcom.org.uk.

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Can anyone get the Virgin.net Talk service?

No, you need to be a Virgin.net Broadband Bundle customer to be eligible for the service.  It is not available stand-alone or in conjunction with any other offer.

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How much does it cost?

The The subscription for the service is included free of charge within the Virgin.net Broadband Bundle. For this, you can make as many calls to UK landlines as you want, during Evening & Weekends for no additional charge. You can find out the cost to call international destinations and mobiles using our online tariff calculator.

Please note that the first 60 minutes of direct-dialled voice calls to geographical local and national phone numbers beginning with 01 and 02 are included in your monthly subscription for Bundled Broadband. Subsequent minutes will be charged at 3 pence per minute, so make sure you hang up before the 60th minute and redial to avoid any charges. Non-geographical numbers such as 0845 and 0870 are not part of the monthly subscription and a 6p connection fee applies to all calls outside those included in your monthly subscription. Remember you'll need to keep up your BT line rental as well.

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Can businesses sign up for Virgin.net Talk service?

We're sorry, but the service is a residential service and not suitable for business needs.

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Can I get Virgin.net Talk on more than one telephone number?

No. The service will only work on the phone line that carries your Virgin.net Broadband service. If you have more than one phone plugged into that line, these calls will also be made through Virgin.net Talk Evening & Weekends service too.

Before you've registered

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Do I need a PIN number?

No.

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BT provides my line rental, but I already use another telephone service provider for my calls. Do I need to cancel anything before I order?

Yes, you will need to cancel your additional telephone service with your current provider. Make sure you don't cancel your BT line rental though as Virgin.net Talk needs this for it to work.

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I am not the primary customer for my Virgin.net Broadband account but I'd like to order the Virgin.net Talk service; what do I do?

Unfortunately you can't order the Virgin.net Talk service unless you are the primary Virgin.net Broadband account holder. Please get them to make the application on your behalf. Please also note that in order to get Virgin.net Talk Evening & Weekends, you will need to order a Broadband Bundle, which includes the Virgin.net Talk service subscription free of charge.

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I would like a family member or a friend to act on my behalf, or alongside me regarding my Virgin.net Talk service. What should I do?

You will need to call us on your Virgin.net Broadband Customer Service number. You can find your Virgin.net Broadband Customer Support number by visiting the contact us area of www.virgin.net

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After you've registered

I have Virgin.net Talk activated on my phone line - how do I make calls using another provider?

You can choose to route a call via BT by dialling the BT key number 1280 before dialling the destination telephone number. This call will then appear on your BT phone bill.

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Can I still use an alternative carrier for international calls?

Yes. Any service that uses a special prefix dialling code is unaffected by your Virgin.net Talk service, so another prefix will essentially override Virgin.net Talk Evening & Weekends.

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What happens to any existing BT services (e.g. 1471 and 1571) that I have already set up on my line and what will be billed by BT?

The following BT services will operate alongside Virgin.net Talk Evening & Weekends: 141, 1471, BT Call Minder (1571), Plus and Premier, BT Ring Back when Free, Home Highway, BT Call Forwarding, BT Call Diversion Call Waiting, Call Sign, Caller Display, Reminder Call, Three-way Calling

The following will be billed by BT as normal: Your standard quarterly line rental and any calls made by dialling 1280 before making your calls

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Are there any BT services that will not be available if I sign up to Virgin.net Talk?

You won't be able to use Call Divert or Feature Line withVirgin.net Talk. If you have either of these services on your line you will have to cancel them with BT before registering for Virgin.net Talk

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What happens if I need to call the emergency services i.e. 999 or 112?

When dialled, these numbers will go straight through to the Emergency Services via BT - they will automatically bypass Virgin.net Talk.

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If I cancel my Virgin.net Talk service, will my Virgin.net Broadband account be cancelled as well?

Yes. This is because the Virgin.net Talk Evening & Weekends service is part of a Bundle that includes Broadband. It is a condition of the Bundle's contract that both Broadband and Virgin.net Talk services are maintained on your BT line both during and beyond your Minimum Contract Period.

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Do I need to change my phone line or number?

No. Your Virgin.net Talk Evening & Weekends service will run on the same phone number as your Virgin.net Broadband account.

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Do I need any special/extra equipment?

No, just an active Virgin.net Broadband account, a BT phone line and a landline telephone are needed.

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Do I need to cancel my BT account/package to use Virgin.net Talk?

No. Virgin.net Talk needs your BT phone line to work. However, if you use another provider for your phone calls, you will need to cancel this service for Virgin.net Talk to work on your phone line. Please note that BT's low user tariffs can't be used in conjunction with Virgin.net Talk.

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Will I receive the same call quality?

Yes. We use one of the best call carriers available and are sure that you won't even notice the difference between Virgin.net Talk Evening & Weekends and BT.

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Can I still be ex-directory?

Yes, you can remain ex-directory and still use Virgin.net Talk Evening & Weekends

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Do I need to dial the full STD code for local calls?

No, local calls don't need a full STD code - you will of course need to continue dialling the STD code for national and international calls.

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Can I make calls to directory enquires using Virgin.net Talk?

Since the de-regulation of the directory enquiry service in the UK, there are lots of different providers. You can make calls using our Directory Enquiry service by calling 118 878. Call tariffs can be found on our online tariff calculator.

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I currently use another telephone service provider that either requires me to enter a prefix before calling, or have a dialler box connected to my phone line. Can I continue to use this?

If you want to override Virgin.net Talk with a dialler or a four digit phone number, you can. We recommend that you make all your UK local and national calls using your Virgin.net Talk service as they are included within your monthly subscription.

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If I change my mind can I cancel my Virgin.net Talk order?

Since Virgin.net Talk Evening & Weekends is currently available only as part of a Broadband Bundle (and is not available stand-alone), you can only cancel the whole Bundle (consisting of Virgin.net Broadband and Talk). If you cancel a Bundle during a "cooling off period" you will be able to do so without being charged. If you cancel during a Minimum Contract Period (outside of a "cooling off period") you will need to pay outstanding contract charges up to the end of your Minimum Contract Period. Bundle cancellations occurring beyond the end of their Minimum Contract Period can be effected without charge.

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Billing

Will I still receive a bill from BT?

Yes. You'll still receive a standard quarterly line rental bill from BT - this will also include any calls where you've used BT's 1280 key number.
Please note that it is your responsibility to pay for these calls.

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How do I pay for other calls using Virgin.net Talk?

Any other calls you make using Virgin.net Talk (e.g. daytime, mobile or international calls) can be paid for by Visa, MasterCard or Direct Debit. As you're a Virgin.net Bundle customer, Virgin.net Talk will use the same payment details as your Broadband account. Both your Broadband and Virgin.net Talk charges will appear on one bill. View your eBill here

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Is there a minimum contract period?

Yes, there is a minimum contract period of 12 months. This applies to your Broadband Bundle of which Virgin.net Talk Evening & Weekends is a part. Please note that if you cancel your Virgin.net Talk Evening & Weekends call plan, your Bundle will also be cancelled (including the Virgin.net Broadband component) and contract settlement charges may apply. Please see the section on Bundle rules and regulations or our Terms & Conditions for full details of contract conditions.

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Will I receive a paper bill for my Virgin.net Talk service?

We are unable to send you a paper bill however you will be able to view your fully-itemised phone bill online together with your broadband payments on your eBill.

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Why have I been charged for international calls?

The subscription for the service is included free of charge within the Virgin.net Broadband Bundle. For this, you can make as many calls to UK landlines as you want, during Evening & Weekends for no additional charge. You can find out the cost to call international destinations and mobiles using our online tariff calculator.

Please note that the first 60 minutes of direct-dialled voice calls to geographical local and national phone numbers beginning with 01 and 02 are included in your monthly subscription for Bundled Broadband. Subsequent minutes will be charged at 3 pence per minute, so make sure you hang up before the 60th minute and redial to avoid any charges. Non-geographical numbers such as 0845 and 0870 are not part of the monthly subscription and a 6p connection fee applies to all calls outside those included in your monthly subscription.  Remember you'll need to keep up your BT line rental as well.

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How do I find the cost of international calls?

The cost of all our calls can be found on our online tariff calculator.

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Why have I been charged for a local / national call?

You may have been charged because the first 60 minutes of direct-dialled voice calls to geographical local and national phone numbers beginning with 01 and 02 are included in your Bundle subscription. Subsequent minutes are charged at 3 pence per minute, so make sure you hang up before the 60th minute and redial to avoid any charges. Non-geographical numbers such as 0845 and 0870 are not part of the monthly subscription and a 6p connection fee applies to all calls outside those included in your monthly subscription.   For more information on our tariffs, please see our online tariff calculator.

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What if I have a query with my eBill?

If you have a query with your eBill, you can contact us by email or over the phone. To do so, simply visit the Contact us section at www.virgin.net

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Troubleshooting

Who do I call if I have a problem with the service after it has gone live?

In general, if there are problems with your phone line or you are having difficulties making phone calls, you should contact BT directly.

You should contact them on 0800 800 150 if:

  • You don't have a dial tone on your phone.
  • You are receiving poor quality and crackling sounds on my phone.
  • Your calls are being cut off
  • You are not receiving any calls.
  • You can't see the phone number of incoming calls.
  • When you make a call, the person on the other end of the phone cannot hear you / you cannot hear the person on the other end.
  • When you dial a phone number, it's misdialling to another number.
  • You get an engaged tone on all your calls?
  • You get an engaged tone after dialling the first one or two digits of the number you are trying to call.
  • You get a recorded voice announcement whenever you make a call.
  • You can't send a fax.
  • If you have another query or problem, you can contact us by email or phone.

To contact us by email or phone, simply visit the contact us section at www.virgin.net

If you have another query or problem, you can contact us by email or phone. To do so, simply visit the Contact us section at www.virgin.net

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If my Virgin.net Talk Evening & Weekends service stops working, can I still use my BT line if I've got automatic dialling for Virgin.net Talk set up?

Yes, just dial the BT key number 1280 before you make your calls until the fault is fixed.

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