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

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

If you need help with the disconnection form or have a question that hasn’t been covered, please contact our team and we’ll help you out.

 
 

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