New Terms and Conditions
New Terms and Conditions for our services from 17th June 2022
We're updating our Ts&Cs.
From 17th June 2022, we’re updating our legal information for our services because of new Ofcom regulations designed to improve your rights when we make changes to your services. We’ve also made it clearer which changes are allowed under your Virgin Media Business contracts.
We’ve summed up the main changes on this page, but you can find full copies of our new terms and conditions for our services by heading here.
The changes mean:
1. You may have more frequent opportunities than you do at the moment to cancel your services when we make changes to them. With effect from 17th June, subject to certain exceptions explained below, if we make changes to our charges, terms and conditions or services that apply to you and aren’t exclusively to your benefit, you may be entitled to cancel your agreement early without paying an early cancellation charge.
If we make a change that gives you a right to cancel your agreement, we’ll give you at least 30 days’ notice of that change and let you know about your right to cancel. If you’re still within your minimum period, you’ll need to give us your cancellation notice within 30 days of us notifying you.
2. In some situations where we make changes, you may be able to leave other agreements you have with us. We’ll tell you when that happens.
3. Some changes won’t give you a right to cancel your contract. These are set out in our new terms and conditions, but include:
- Changes to services that are allowed under our terms and conditions – for example, where we tell you we’ll add cost increases on specific services (like the cost of sending out paper bills or international rates), or when changes are just part of providing that service
- Administrative changes that don’t have a negative effect on you – for example, if we change the address we need you to write to
- Changes we have to make because of a change in law
- Changes to add-on services, that are optional services you can choose to take as part of your services with us – they often don't have a minimum term, or sometimes come with a 30-day notice period or less. If we only make changes to an add-on service you’ve already signed up for, and it gives you a right to cancel it, any right to cancel will be limited to that add-on service only – you won’t be able to cancel your main service with us.
- Changes to supplementary services, which are extra services (excluding add-ons) that come with your main services with us (they often come with separate terms and conditions and ask you to register or sign up for them). Where a change is only made to one of these extra services you’ve already signed up to, and the change gives you a right to cancel that extra service, we’ll let you know about your right to cancel it, along with your main agreement without paying an early cancellation charge.
4. We’ll continue to let you know about any changes to your contract where you have a right to cancel with a minimum of 30 days’ notice, and we’ll always make it clear about the changes we’re proposing to make, so you can consider keeping your contract with us (if you’d like to), and how you can cancel them if you decide you don’t want to accept our new changes.
Got any questions about our new changes? The FAQs below should help.
Why are you making these changes?
The changes to our terms and conditions are a result of new EU regulations designed to protect you, otherwise known as the European Electronic Communications Code (EECC).
What’s the European Electronic Communications Code (EECC)?
The EECC is an EU directive that regulates electronic communications networks and services in the EU. These rules were written into UK regulation by Ofcom, the UK’s communications regulator, in December 2020 before the UK left the EU.
But the UK has left the European Union, so why does this matter?
The EECC is an EU directive which regulates electronic communications networks and services in the EU. These rules were written into UK regulation by Ofcom, the UK’s communications regulator, in December 2020 before the UK left the EU.
How will I know about any future changes to my services?
We’ll continue to let you know about any changes where you have a right to cancel with a minimum of 30 days’ notice. The notice will tell you which services you’re able to leave without incurring any early cancellation charges
What do the changes to cost based services mean?
It’s very similar to how this works today, but we want to make that clear to customers. Sometimes our partners put up their costs. When they do this there may be an increase in cost for customers too, but they will be able to cancel their plan if the increase in cost is of a material disadvantage to them.
What if I want to cancel when you make changes and I’ve not been told I can?
You can cancel your services by giving us 30 days’ notice at any time, but if you haven’t been given a right to cancel, you may have to pay an early cancellation charge
I am a Public Sector customer either on a framework agreement or bespoke terms. Do the updated Terms and Conditions apply?
Only if they are more favourable than the details of your current arrangement or bespoke terms.