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Moving to a non-Virgin service area

On our wavelength

I'm moving house in a few months to an area that only has basic ADSL Broadband. I'm really going to miss the gigabit! 

How do I speak to Virgin about cancelling the account as they can't provide a service at the new address, I've checked online and its entirely unavailable. Help! I am only a couple of months into a new contract with them.


Very Insightful Person
Very Insightful Person

Hi Grimpeeper666 

Hope you quickly settle into your new home.

You need to contact  the Homemovers team by dialling 150 from a Virgin landline, or 0345 454 1111 from any other phone, but it's best to call at 8am to avoid call queues fand they will process the account closure.

They  will check their database to see if there is any possibility that they can provide services at your new home. 

VM will still charge the early termination fees but will then refund them as long as you give them evidence, within 30 days of cancelling, of you residing at the new property. They will give you the details of where to send the evidence.

The accepted documents showing your new address are :- 

bank statement, driving licence, insurance policy, mortgage information, rental agreement or utility bill

If you don't want to be tied up on the phone you might find the online chat messenger service is availlable on the following page 

You could also text VM on 0753 305 1809 or use WhatsApp on 0730 532 7112. Please be aware that replies aren't instant from either of these services, often taking 4 to 6 hours, but the agents will reply as quickly as they possibly can.

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi Grimpeeper666


Thanks for posting in regards to your upcoming move and the serviceability of the new property, we understand the confusion and concern and appreciate you raising this with the team via the forums.


As newapollo has advised, we would require 30 days notice for the cancellation of the services but if the new property isn't serviceable, despite being in a new contract, any fee's should be waived for Early Disconnection. You can contact the team on 150 from a Virgin Media landline or 0345 454 1111 option 1, option 4 then option 4 this will get you through to the contracts team who will be able to look into this further for you. 


We also have these contact methods available as well as Twitter @VirginMedia where the team have account access and can Direct Message if needed.