HELP & ADVICE
HOW DO I DISCONNECT MY SERVICE?
If you’re thinking of removing a service or leaving us, you can get all the details on disconnecting
Welcome to our Disconnections area. We've designed this to ensure you find all the information you need in one place and to help you better understand the disconnection process.
If you need to make a change to your service, please complete the online form, as we're unable to accept requests any other way. Completing this form shouldn't take up too much of your time and we've designed it to be as straightforward as possble to fill in. Please make sure you check your contract in advance of making a change to your service as Cancellation or Early Termination Charges may apply.
Want to better understand the stages your request goes through? Just take a look at our handy disconnection tracker.
This is the first step of the process. We've received your request online and our teams are validating the details you've provided to make sure we have everything we need.
We will send you regular email updates (to the addresses you provided us with when you submitted your request online).
If we need any further information from you, we'll contact you within the next 5 working days.
If you need to contact us by email, please ensure you include your unique case ID number within the subject line. You can find this in the subject line of the emails we send you.
Confirmation & Billing
At this point, we will have been supplied with all the information we need from you and can confirm a disconnection date for your service.
We'll also be able to advise you of your final bill charges for the services, including any Cancellation or Early Termination Charges or credits that may be applicable.
Remember that you can still contact us by email if you have any questions during this process.
Simply reply to one of our disconnection emails and be sure to include your Case ID within the subject line of your email.
Reminder & Kit collection
We'll send you a reminder email 7 working days in advance of your disconnection taking place. At this point, we'll also advise if our engineers need to collect any equipment from your site and if so, we'll arrange an appointment to do that.
Should your plans change and you no longer need to disconnect your service, please let us know ASAP so as to avoid any reactivation charges which may be applicable.
This is the final step of the process and we will email you to confirm that your service has been disconnected.
If you have any questions at this point, you'll need to email us urgently and don't forget to use your Case ID as reference.
What are the different types of disconnection
- Partial disconnection - Removing one or more products/services from your account, but remaining a Virgin Media Business customer with other products/services.
- Full disconnection - Removing all of your services and closing your account.
Can I request a disconnection online?
Yes you can. Just complete our disconnection form to make your request. If we need to discuss any details with you, our team will be in contact. A disconnection fee will usually apply if you’re still within your minimum contract term.
What are the lead times for this?
All of the products and services you have with us are subject to our terms and conditions as per your contract. These set out the terms on which they may be disconnected. We’ll contact you to discuss this and advise you of the lead time. A disconnection fee will usually apply if you're still within your minimum contract term.
How do I know if my request was successfully completed online?
You’ll receive an acknowledgement email once your form has been successfully submitted which will include your unique reference number.
What happens after I submit my online disconnection request?
We’ll check your request details and also the status of your contract with us, and a member of our team will be in touch if they need to discuss anything further with you. We’ll aim to get back to you within 10 working days.
How long will the disconnect process take?
All disconnections are subject to the terms and conditions of your contract. We’ll contact you to discuss this and advise you of the lead time.
What happens if I’m still in contract?
All disconnections are subject to the terms and conditions of your contract. If necessary we’ll contact you to discuss this once you've let us know you'd like to leave and advise you of the lead time.
Can I track my disconnection?
If you need an update on your disconnection, please contact our customer care team and we’ll help you out.
There’s something else I need help with
Can I submit a disconnection request via my Account or Service Manager?
No, we're sorry but we can only accept requests that are submitted directly into the Disconnection Team using our online form. This will enable us to provide you with the quickest and most appropriate service, as sometimes, we might have questions relating to your request and dealing with you directly is the best way to resolve these queries.
Will you collect my equipment?
We'll notify you by email if we need to collect your equipment and we'll arrange a mutually convenient date.
If we don't mention collection of equipment within our emails to you, please dispose of your equipment in a safe and environmentally friendly way, and in accordance with any relevant terms of your agreement.
What will my last bill include?
Once the disconnection has been confirmed and we have given you a cease date, your next invoice will summarise the charges to the ‘Billed to’ date. If applicable, it will include any credits due to you (rental paid in advance, for example) and any Early Termination or Cancellation Charges which may be due. Depending on your billing cycle, any credits and/or Early Termination or Cancellation Charges may appear on a separate invoice. Why not take a look at our bill explainer?
Can I speak to someone?
If you have any further questions about disconnecting your service, please contact our Customer Care team via our online chat. Alternatively you can call us on 0800 052 0800 (selecting option 4) and we’ll be happy to help