Terms and Conditions. | Virgin Media

Terms and

Conditions.

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TERMS AND CONDITIONS

Terms and conditions of your residential customer

service agreement for Virgin Media television, Virgin

Broadband and Virgin Phone services

These terms and conditions set out the agreement between (1) you (‘you’

or ‘your’); (2) Virgin Media Limited, (Company Number 02591237)

whose registered address is 500 Brook Drive, Reading, RG2 6UU (‘us’,

‘we’ or ‘our’); and (3) Virgin Media Payments Limited, (Company

Number 06024812), whose registered address is 500 Brook Drive,

Reading, RG2 6UU (‘Virgin Media Payments’).

Your use of the services will be governed by these terms and

conditions, the additional terms set out in your customer contract,

any service change receipt and the “Legal Stu”. Please read through

these terms and conditions carefully, as they apply to all residential

customers who take services from us.

The words highlighted in bold throughout these terms and conditions

have special meanings which can be found in the Glossary at the end of

these terms and conditions. Also, where we say “include” or “including” in

these terms and conditions and then give examples, it does not mean that

these are the only examples of what we are referring to.

A. General

B. Virgin TV

C. Virgin Phone

D. Virgin Broadband

E. Virgin Mobile

F. Services and Equipment

G. Looking after the network and equipment

H. Using the services

I. Using our equipment

J. Paying for your services

K. Your information and how it is looked after

L. Changing this agreement

M. Suspending Services

N. Cooling o rights

O. Other ways to end this agreement

P. Moving home outside of or within the Virgin Media

Network service area

Q. If you break this agreement

R. Visiting your home

S. Liability to you

T. Matters beyond our reasonable control

U. Notices

V. Transfer of agreements

W. The law and how your complaints are resolved

X. Open Source Software

Summary of Terms:

Below this summary are the full terms and conditions. These terms and

conditions (and the additional terms set out in your customer contract,

any service change receipt and the “Legal Stu” on our website) form

your agreement with Virgin Media and Virgin Media Payments. When

referring to “agreement” we mean all of these things. The agreement is

legally binding, which means that we are making promises to each other

about the services we provide and how you are permitted to use those

services.

It is important that you read and understand the full terms and conditions

before you order and start using our services. Just in case this summary

and the full terms and conditions seem to say dierent things, the terms

in the full terms and conditions will be the terms that apply.

Your right to cancel during the cooling o period

– See Section M

• If you have ordered the services online, by telephone or from an

agent attending at your home, and have entered into a new contract,

you have the right to cancel those services within your 14 day cooling

o period. You can cancel immediately during this time without

having to pay an early disconnection fee.

• Your cooling o period will begin from the date your Virgin

broadband service is activated.

• Cooling o rights do not apply to certain digital content, for example

Pay-Per-View movies, that we provide to you as part of the television

service.

How long does your agreement last?

The minimum period

• This agreement will continue for a minimum amount of time (the

minimum period). We will explain the length of your minimum

period to you before you start using any services or oers, and your

minimum period will also be set out in your order conrmation. This

minimum period will typically be 12 months from when we activate

your Virgin broadband service but we may oer services with other

minimum periods e.g. 30 days or 6, 12, 18 or 24 months.

• If you want us to stop providing the services at the end of your

minimum period you will need to give us at least 30 days’ notice as

set out in Section O.

What happens after the minimum period?

• Once your minimum period ends, if you haven’t asked us to stop

providing the services or asked us to change your services as

mentioned above, we will continue providing you with the same

services (as described in more detail below) on the then current

standard monthly price for your services.

• Some of the oers or discounts we provide from time to time may last

longer than the minimum period and this will have been discussed

with you at the time you took up that oer or discount. After the end

of the discount or oer your price will increase to the current price for

those services.

• If the oer or discounted rate lasts for the same time as your

minimum period, your price will increase when the minimum period

ends.

• Also, please note that whilst we will have told you the standard

monthly price at the time you entered the agreement, you will pay

the current price at the end of the minimum period, so the price may

have increased during your minimum period. Please check on the

Virgin Media website or call us on 150 from a VM landline or 0345

454 1111 from any other phone for the updated pricing.

Paying for your service – See Section J

• You will receive two bills for your services as follows:

» Virgin Services Bill - includes your monthly recurring charges,

any charge to bill charges and additional fees for Pay-per-View

programmes or third party content and services. You must pay

Virgin Media Payments.

» Virgin Mobile Usage Bill - includes the charges for any add-ons,

additional services and other out of allowance charges that are

not included in your airtime plan. You must pay Virgin Mobile.

Call rates that are applicable from time to time may be viewed in

our tari guide posted on this section of the Virgin Media website

virginmedia.com/paymcharges.

This may mean that you will receive two separate bills and each one will

be collected by direct debit.

All charges for the services as set out in our price guides and t a r i 

guides, or as set out in your order summary and/or your bill.

• You need to make sure you pay your bills so that both Virgin Media

Payments and Virgin Mobile receive payment before the due date

shown on your bills.

• If you do not pay your bills on time, you may need to pay interest or

other charges for your default, such as the late payment charge and/

or any charges levied by your bank or building society against us (or

Virgin Media Payments or Virgin Mobile) for failed payments and

direct debits. Please see the price guides for details, which can be

found at www.virginmedia.com/priceguides

How do I end my agreement? – See Section O

• You can switch your mobile service to another provider using your

PAC code at any time. You can also cancel any other service or this

agreement entirely at any time by giving 30 days’ notice.

• If you cancel a service or this agreement entirely before the

minimum period has nished (and not during the cooling o period)

you may have to pay an early disconnection fee. We will tell you how

much this will be before you cancel. You can nd out more details

on the early disconnection fee and process by visiting the Legal Stu

section at https://store.virginmedia.com/the-legal-stu.

What if I move home during my minimum period?

– See Section P

Moving within the Virgin Media network area

• When you take our services you agree to take these at or from your

home address. If you move home the following sections tell you

how this will impact your services other than your mobile services

(which you can take with you if you move home within the UK). If you

are unable to take your other services we may need to change your

airtime plan as described in Section L.6).

• If you move home during your minimum period and we have agreed

to continue providing the same services at your new address then

your minimum period will continue (for example, where your services

are on a 12 month minimum period, if you move during month 7 of

your minimum period, the remaining 5 months of your minimum

period will apply). In all other circumstances a new minimum period

may apply.

• If there is insucient capacity on our network (or a survey reveals

complications with connecting your new property) to transfer your

services to your new address we will discuss what options might be

available to you. If we are unable to provide these services to you at

your new address, or if what we can provide is not equivalent to the

service we have provided to you at your previous address, then you

can cancel your aected services and you will not need to pay an

early disconnection fee.

• If you have purchased a mobile handset from Virgin Media Mobile

Finance Limited this will have been through a Fixed Sum Loan

Agreement, regulated by the Consumer Credit Act. That agreement

will continue even if you cancel your airtime or end your contract for

any or all of your services with us, so you will need to keep making

payments under that agreement. If you settle your loan agreement

early then you can end your airtime services with us at any time

on 30 days’ notice but your contract for your other services (e.g.

broadband, home phone and TV) will continue and if you choose to

end that contract during the minimum period then you may have to

pay an early disconnection fee.

Moving outside of the Virgin Media Network during your

minimum period

• The Virgin Media network area does not cover all of the UK –

please use our post code checker available on our website to check

availability. If you are moving to a property outside of our network

we will no longer be able to provide broadband services, television

services and landline phone services to you. If this is during your

minimum period it will mean that you will be asking to end your

services early, so you may need to pay an early disconnection fee.

Please visit the early disconnection fees area of the Virgin Media

website for further information.

• If you move home you can take your mobile services with you if you

move home within the UK and if you are unable to take your other

services we will automatically move you to a dierent airtime plan,

taking into account your allowances and price. We will let you know

the details of your new airtime plan and if you want a dierent

airtime plan or want to cancel the agreement in relation to the

mobile services you need to tell us within 30 days’ of us giving you the

details of your new airtime plan.

Changes to prices, terms and conditions and the services

we provide to you

– See Sections L and O

• We may increase our charges under this agreement at any time. We

may also change these terms and conditions and the services that we

have agreed to provide to you.

• If we do any of these things and the changes are likely to materially

disadvantage you we will notify you of this and you can cancel this

agreement by giving us 30 days’ notice in accordance with Section

O, and you will not need to pay an early disconnection fee.

Suspending and ending Services

– See Sections M and Q

• Where you have broken our agreement in a serious way, then we may

suspend some or all of your services, or even end your agreement.

We will behave reasonably when deciding what course of action to

take and where possible discuss this with you rst.

• We also have an acceptable use policy that describes how the

services can be used. Each service may have its own acceptable use

policy and they can be found by visiting https://www.virginmedia.

com/shop/the-legal-stu/acceptable-use-policy.html.

Ending this agreement

– See Section O

• If you have entered into a new contract you can cancel those services

at any time during your cooling o period without needing to pay any

early disconnection fee as described above.

• You can also cancel this agreement without needing to pay an early

disconnection fee where we have:

» made changes described above to prices, terms and conditions or

the services we provide to you (see Sections L and O); or

» not provided you with the minimum guaranteed download

speed as set out in your customer contract or, if applicable,

any service change receipt – please see the Legal Stu section

on the Virgin Media website and Section O below. This right

only applies on or after 28th February 2019 if you are either a

new customer purchasing broadband services, or an existing

customer that has changed your broadband service, agreed to a

new minimum period or re-contracted your existing broadband

service.

» oered you this right by giving you notice to end credit payments

under the Virgin Media Automatic Compensation Scheme. See

Section S for more details.

• If you choose to end your agreement you can do so on 30 days’

notice but if this is during your minimum period then you may need to

pay an early disconnection fee, please see above.

Your rights under Consumer Law and Regulation

– See Sections R.11 to R.12

• You also have rights and remedies that apply in addition to any of the

rights we give you under this agreement. Some of these rights are

contained in the Consumer Rights Act 2015. For example, under that

Act if we have not exercised reasonable care and skill in providing

the services to you or where the goods or digital content provided to

you are faulty or do not match their description, then you have the

right to ask us to x a problem (where this is possible) or to receive a

reduction in price.

• If you experience a delay in the activation or repair, or a missed

appointment by one of our technicians for your Virgin Phone (xed

line) or Virgin Broadband service, you may be entitled to credits under

the Virgin Media Automatic Compensation Scheme available to view

at https://www.virginmedia.com/help/automatic-compensation

• For more details on your rights as a consumer please visit the Citizens

Advice website at www.citizensadvice.org.uk.

Your information

– See Section K

• Although not part of this agreement, our Privacy Policy and Cookies

Notice explain how we and other Virgin Media group companies use

your data, so please read these.

• Section K also sets out how we may access information on the

services.

FULL TERMS AND CONDITIONS

A. General

1. As well as these terms and conditions, the contract that you will have

been sent together with any service change receipts, the services

have Legal Stu which applies to the services and their use, as

published by us on the Virgin Media website.

2. You agree that you are liable for any charges on your account

regardless of whether you or anybody else (with or without your

permission) incurs those charges (unless the charges result from

fraud by someone else which you could have had no control over).

For example, if someone who has access to your home, SIM and/

or equipment uses the services, they will be considered to be within

your control and you will be liable for those charges. If you become

aware of any fraud by someone else, you must tell us as quickly as

you can. Under no circumstances should you give your PINs and

passwords to anybody else (unless you’re happy for them to use your

account and incur charges on your account that you will need to pay

us for).

3. If your SIM is lost or stolen, please tell us within 24 hours so that

we can take action to prevent unauthorised use of your SIM and

associated charges being added to your bill (limited up to £100 where

notication is received within 24 hours)

4. From time to time we may let you try certain extra things for no

additional charge, for example as part of a trial or for promotional

purposes. However, these won’t form part of the services under this

agreement, and we have the right to withdraw them at any time and

without giving you notice.

B. Virgin TV

1. We aim to oer a television service covering a wide range of

interests.

2. The television service is a variable TV service, so we don’t guarantee

that we’ll provide any particular channel, or other content, or access

to any third-party services. This means we may add, remove, change

or interrupt (some, or all, of) the content and/or the television service

from time to time. We may also have to make changes for reasons

including (but not limited to) matters beyond our reasonable control,

or where content or a service is made available to us by a third-party

and they stop making them available to us or we gain or lose the right

to make the content or service available to you. Where this happens

and, if appropriate, we will try to replace content with similar or

equivalent content.

3. We may not be able to show some content or enable certain

functionality (such as temporary downloads) on some of your

equipment, such as iPhones or Android phones, as the third party we

license the content from may not allow us to do this.

4. Any example we have given of any content on the television service

(including in advertisements, direct mail, in-store, on-line or on the

telephone) is only an example of content that may be available as

part of the television service at the time the example is given, and

the example may not always be on the television service throughout

the term of this agreement.

5. It is up to you to make sure that if minimum age recommendations

apply to any part of the television service, those parts of the

television service are not viewed by anyone below that minimum

age.

6. Except for Virgin TV Go and Virgin TV Control apps (and any updated

or similar services we may provide from time to time), which you

may use in accordance with their terms and conditions you may

not use any reception equipment to receive or set recordings on the

television service other than the equipment we have provided to

you for the express purpose of receiving or setting recordings on the

television service (such as a set-top box).

7. By viewing the television service you acknowledge that the

equipment we provide to you may be enabled by us to make

recordings, on your behalf, of broadcasts of the types of programmes

that match your preferences, for the purpose of enabling those

broadcasts to be viewed at a more convenient time for you.

8. We will not continue to provide you with the television service if we

nd out that you do not have a valid television licence.

C. Virgin Phone

1. If you are keeping an existing phone number but taking a phone line

from us as part of the services, you authorise us to cancel that part of

your agreement with your old provider which relates to renting that

line. However, we cannot cancel any other agreements you may have

with your old provider, for example, for renting equipment or for extra

lines. Although we are usually able to arrange for you to keep your

existing phone number when you transfer your line to us, we cannot

guarantee this.

2. If we provide you with a phone line and you don’t ask us to transfer

your existing number, we will allocate a number to your phone line.

The telephone number and any rights in it belong to us and you may

not sell or agree to transfer the number to any person.

3. You agree that we will give your details, including address and phone

number to the emergency services. Unless you tell us otherwise when

ordering your phone service, or at a later date, we will also give these

details and your name to other authorised public communications

providers and regulated directory service providers. This is so your

details can be included in phone books and be obtained from publicly

available directory enquiry services. We cannot accept any liability

whatsoever for any failure by authorised public communications

providers and regulated directory service providers to whom we

provide information to comply with your listing request. We can tell

you about other options that are available to protect and control how

your information is used.

4. You accept that your phone number must not be advertised in or on a

public telephone box. If this happens, we may immediately suspend

the service or end this agreement. However, we will use reasonable

endeavours to contact you before we take this action.

5. Your phone number and phone line are for private use by you and

members of your household only. They must not be used for any

activities not reasonably expected of someone using the services

for domestic purposes, for example whilst a reasonable amount of

working from home is expected, your usage should be within what

would be reasonably expected from a residential customer and we

have no liability for any business losses you may suer.

6. Your phone package fees and call rates that are applicable from

time to time may be viewed in our tari guide, posted on this section

of the Virgin Media website (www.virginmedia.com/callcosts).

Otherwise, you can call us to request a copy. Rates set out in the

Tari guide take precedence over any rates shown in generic

marketing material. We may notify you of fee and call rate changes

by publishing an updated tari guide on the Virgin Media website.

7. If your use of unlimited or no extra charge calls provided as part

of your phone services exceeds that reasonably expected of a

reasonable person using the services for domestic purposes, we may:

1. restrict, suspend or end your services; and/or

2. charge you our standard rates as published in our latest tari

guide for any calls exceeding those reasonably expected of a

person using the services for domestic purposes.

8. Call features and services functionality are subject to variation and

may not be available in all network areas. See www.virginmedia.

com/callcosts for details of call features.

9. Most security and personal alarms and health monitors should be

compatible with our network. However, it is your responsibility to

check with your alarm or monitor provider to ensure that your alarm

or monitor is compatible. You should check that any other of your

equipment is also compatible. Subject to paragraph R.1 below, we

cannot accept responsibility for issues arising out of incompatibility.

10. We may provide your phone services over our broadband network

or over a traditional copper network. You agree that the following

provisions apply (in addition to the terms and conditions above) if

we have told you that your phone services will be provided over our

broadband network:

1. you should keep your broadband router plugged in and switched

on at all times to make and receive calls; and

2. you acknowledge that if there is a power or network outage, your

phone services will not work and you will be unable to make or

receive phone calls, including calls to the emergency services.

You should keep a mobile phone handy and charged and use your

mobile phone to call the emergency services should you need to.

11. If we provide your phone services over our broadband network

and you have a security or personal alarm or health monitor which

is connected to your phone line, this will not work during a power

or network outage. You should check with your alarm or monitor

provider to see whether your alarm or monitor is connected to your

phone line and if this aects you. Any other of your equipment which

you connect to your phone line may also not work in an outage.

12. If a power or network outage occurs during a phone call, the call

may continue for up to 10 seconds after the calling party has lost

connection, and will be billed accordingly.

13. For customers with accessibility requirements, we have measures in

place to help in the event of an emergency. If you or a member of your

household currently have accessibility needs, or develop accessibility

needs at any time that you are a customer, you should tell us this as

soon as possible so we can put measures in place to assist you. This

might include the use of text relay. This might also include providing

you with an emergency backup line to use, to allow you to make calls

to the emergency services. For the avoidance of doubt, the provisions

relating to equipment also apply to the emergency backup and any

other equipment we provide to you.

D. Virgin Broadband

1. To receive the broadband service you need to make sure that your

equipment, such as your computer or device (tablet or mobile phone)

will connect to the equipment by Ethernet or wi- connection. The

Virgin Media Help & Support pages of our website can help you set up

your connection – see Help & Support at https://www.virginmedia.

com/help

2. In order to keep providing a great level of service, we may modify

or temporarily suspend the broadband service, or part of it, to the

extent necessary for us to carry out maintenance, technical repair,

enhancement or emergency work. We will try to minimise the impact

of this on your broadband service, and we will restore the broadband

service as soon as we can. Where possible, we will notify you if this

occurs between the hours of 6am and midnight and is due to last for

more than 1 hour.

3. Due to the nature of the internet, we cannot guarantee specic levels

of performance for internet access on the broadband service.

4. You conrm that you are the owner of, and that you have obtained

all necessary consents to use, the email name, mailbox name or

any other name selected by you in connection with the broadband

service.

5. You acknowledge that we cannot guarantee you will be able to have

and use any email address or mailbox or other name you request,

and we may require you to select a replacement name if we believe

that your current choice of name is, or is likely to be, in breach of the

Legal Stu.

6. Any email address allocated by us to you will at all times belong

to us and you may not transfer the address to any person. If this

agreement ends, your right to use that email address will also end

and you will no longer be able to use the email address, so please

make sure you have an alternative email address and let your

contacts know of the change, as we cannot do this for you. Please

see our acceptable use policy for more detail on email address

usage and our Help and Support page on what happens to your email

when you leave us.

7. It is your responsibility to keep back-up copies of any data you upload

to our network and you are responsible for any system you establish

to monitor or manage your content online and internet use.

8. The broadband service is for private use by you and members of

your household. It must not be used for any activities not reasonably

expected of someone using internet access for domestic purposes,

for example whilst a reasonable amount of working from home is

expected, your usage should be within what would be reasonably

expected from a residential customer and we have no liability for any

business losses you may suer. We have other more appropriate

packages such as Homeworks, and for small business use there are

services provided for by Virgin Media Business.

E. Virgin Mobile

1. This agreement covers the provision of your airtime plan and SIM as

part of provision of services.

2. This agreement does not cover your mobile handset or any other

device you might receive as part of a promotional package. Your

mobile handset and any other device belongs to you at the point

of delivery, if your application is online or by phone, or when it is

provided to you if your application is in store. You will be responsible

for any loss, theft or damage from this point.

3. We agree to provide you with an airtime plan. Details of the types

of calls, text messages or other services that are included in your

airtime plan are explained in the joining pack you receive with your

SIM and are also available online via your account. You can also get

them from our team on request. The mobile call charge rates that

are applicable from time to time may be viewed in our tari guide,

posted on this section of the Virgin Media website: virginmedia.

com/paymcharges. Otherwise, you can call us to request a copy.

Rates set out in the tari guide take precedence over any rates

shown in generic marketing material.

4. During your minimum period we may allow you to change your

airtime plan to a dierent allowance that we had available at the

time you signed up to this agreement. You may do so once per

calendar month. The new airtime plan and price will apply from

your next monthly bill cycle and for the remainder of your minimum

period, unless and until your change it again.

5. Add-ons can be purchased through your account, through our team,

or through other means that we make available from time to time.

The price of any add-ons that you purchase will be itemised and

added to your next monthly bill. Add-ons are non-transferable and

other restrictions may apply concerning their expiry, validity or use.

Aside from your rights to cancel during a cooling o period or if we

break the terms of this agreement, the add-ons will also be non-

cancellable and non-refundable where you agree that we supply the

add-on to you as soon as you have purchased it.

6. Some content or services are age restricted. If you are under the

specied age that may apply to any age restricted services you are

not permitted to access them. If you are the specied age or over and

you access the age restricted services you must not share them with

anyone under the specied age. If you let anyone under the specied

age use your mobile handset you must deactivate access to any age

restricted services before doing so. Where you have provided the

information to us we may post a ag on your telephone number to

inform third party content providers that you are over 18 years of age.

7. The mobile services are available for you to access where you are

in range of a base station which forms part of the mobile network.

The mobile network comprises dierent types of technology and the

availability of the mobile services varies depending on where you are

in the country. In areas without mobile network coverage you will not

receive any mobile services. You can check the telecommunications

regulator Ofcom’s coverage checker for more details on network

coverage which is available at https://www.ofcom.org.uk/phones-

telecoms-and-internet/advice-for-consumers/advice/ofcom-checker

8. Some mobile handsets may not be able to receive our services; this

may occur where the above technical factors prevent this or where

a mobile handset is locked to a dierent network. Our mobile

services are available only on mobile handsets which we have

approved for use on the network. For roaming the terms at Section

E.12 apply.

9. You agree you will:

1. only use the mobile services with the mobile handset and SIM we

have approved for use on the network;

2. use the SIM and mobile handset in accordance with their user

guides; and

3. take care to prevent the loss of or damage to the SIM.

4. Lost or stolen SIM or mobile handset it is not practical to carry

out the connection for health and safety reasons or for any other

reason.

5. Any SIM we provide to you remains our property and must be

returned to us if we ask for it back. You must keep the SIM safe

and can only use it to access the mobile services. If the SIM is

lost, stolen or damaged call the team immediately for another

SIM.

6. If the SIM is lost or stolen and you notify the team within 24

hours so that we can take action to prevent unauthorised use you

will only be liable for charges that are not part of your airtime

plan relating to any unauthorised use of the SIM (including call

charges) up to £100.

7. If you notify the team of a lost or stolen SIM after 24 hours we

may hold you liable for all charges (including call charges) that are

not part of your airtime plan relating to any unauthorised use of

the SIM, up to the time that you notify us, regardless of whether

the charges have been incurred by you or someone else. You will

continue to be liable for the monthly payment (or other periodic

charge) relating to your services until the end of your minimum

period. We may charge you a reasonable replacement charge for

the loss of the SIM; you can nd details in our tari table.

8. We connect the mobile handset to the network for your use. If

you cease to use the mobile handset you will still be obliged to

make payments due for your airtime plan as part of the services.

In instances where the mobile handset is lost or stolen either with

or separately to the SIM as described above, you must advise

the team. We suggest you ensure appropriate insurance cover

is in place.

9. Failing to notify us that the SIM is lost or stolen could result in us

suspending your use of the mobile services (except for calls to

emergency services).

10. We grant you the use of a phone number. Very rarely, Ofcom may

order the reallocation or change of mobile phone numbers, in which

case we may have to change the phone number we make available

to you. If that happens and where possible we will provide you with

reasonable notice before making the change

11. Roaming

1. Our mobile services may be made available to you in countries

outside of the UK if we or the partner who provides us with our

mobile network have roaming agreements in place. Please check

your roaming settings via your account online and ensure that

data is turned on via the mobile handset. If you are roaming in the

EU, you also need to comply with our roam like home policy. The

costs for outside of allowance for EU use and additional services

that allow roaming outside of the EU are set out in our tari table

or are available from our team. Overseas network operators may

bill us some time after you use the mobile services – sometimes

up to three months later, accordingly there may be a delay in

when such charges show up on your bill. Please be aware that

when you use your phone outside of the EU charges will apply.

2. If you are using your mobile handset in a location in the EU

which is close to the border between the EU and another country,

outside of roam like home, your phone may connect to a network

in that country and you will be charged roaming rates for that

usage. To stop that from happening you should take care to note

the network to which your mobile handset is connected before

using it. You can also disable roaming on your mobile handset or

you can contact the team and we can disable roaming for you.

12. If you obtained a SIM directly from us (online, in store or by speaking

to the team over the phone) then you may benet from a customer

satisfaction guarantee or a warranty. Full details are available on our

website at http://store.virginmedia.com/the-legal-stu/virgin-media-

mobile.html or from our team.

13. If you obtained a SIM somewhere else, for example from another

high street retailer, our customer satisfaction guarantee will not be

available to you. You’ll need to go direct to that retailer if you wish to

return the SIM or if the SIM develops a fault.

14. Any additional terms and conditions that apply to additional

services will be made known to you as part of the process for

agreeing to the additional services. They will also be available on

our website or from our team.

F. Services and Equipment

1. We will agree with you a date for installation or delivery of equipment

or activation of the services and we will try and keep to this date,

but we may have to change the installation, delivery or activation

date. We will agree with you any such changes as soon as we can

and let you know of the next available date. Your mobile services

will commence once you have received your SIM and have been

provisioned on the network. If your other services are not installed

and activated within 45 days of ordering the services we may cancel

your those services and move you to a dierent airtime plan for your

mobile services. You will be responsible for all out of allowance, add-

on and additional service charges incurred from the date the mobile

services commenced. These charges will show up on your next bill.

2. You agree that you or a person authorised by you (who is 18 or over)

will be present when we install the equipment at your home.

3. Where we need to install equipment at your home, we will make every

eort to t the equipment where you prefer. However, this may not

be possible because of technical or other reasons. If this is the case,

you may either choose to allow us to connect the equipment as we

see t, or to not have that equipment installed. If we do not install

that equipment for that reason we shall not be under any liability

whatsoever to you for any failure to provide you with the service

provided by that equipment but we will refund you any payments

you have already made for installation of that equipment and

provision of the related service. If that equipment is necessary for

the provision of the services you are taking from us, then you may

end this agreement and in these circumstances we shall not be under

any liability whatsoever to you for any failure to provide the services

to you, but we will refund you any payments you have already made

for installation of that equipment and provision of the services

which are related to that equipment. If you wish to retain any of your

other services including your mobile services we will move your

mobile services to a dierent airtime plan, taking into account your

allowances and price in accordance with Section L.6. Please do not

move any equipment. Should you later wish to alter the routing or

location of any existing equipment such as cables or wall sockets, you

should contact us.

4. Where we do not need to install equipment at your home, we will

either send you all the equipment you need through the agreed

delivery method, to connect to the services, or advise you of

any additional equipment you need. If applicable, it is your

responsibility to purchase the additional equipment as notied to

you. We will not be liable to you for any loss or damage caused by

your installation of the equipment or additional equipment, unless

this loss or damage is caused by our fault.

5. Where we have recommended that you purchase additional

equipment for use with the services and you have chosen not to take

our recommendation, we cannot guarantee compatibility of what you

instead choose, nor can we provide installation or on-going support

in respect of it. Where additional equipment is purchased from our

recommended partners, we are not responsible for them or for any

additional equipment you purchase from them. If any additional

equipment you have purchased from our recommended partners is

faulty upon arrival, please contact the recommended partner for a

replacement. We may need to provide our recommended partners

with your name, address and order details in order for them to full

your order.

6. To provide the services, the equipment (e.g. a set-top box or hub

(router)) must be connected to your equipment (for example a TV).

You are responsible for making sure your equipment works properly.

You agree to provide and pay for suitable facilities and all necessary

electrical and other installations and ttings (including power outlets

or sockets) for the equipment.

7. Where we need to set up any services on your equipment you

authorise us to have access to your equipment to perform such

set-up (which may include the installation of software) and to check

that those services are working properly. You conrm that you will

have prepared your equipment, and will follow our reasonable

instructions (if required) to prepare your equipment, so that we can

perform the set-up properly. It is your responsibility to keep back-up

copies of any important data stored on your equipment prior to the

set-up of the services by us on your equipment.

8. You are responsible for applying for any consents and permissions

necessary for us to connect and maintain the equipment at your

home (for example, any permission necessary to lay cable from the

street to your address). We are not obliged to install equipment or

provide the services unless all consents and permissions have been

obtained.

9. Our obligation to provide the services is also subject to survey. If a

survey shows that the equipment cannot be installed or connected

at your home, or if a non-standard installation is required, we may

cancel any installation date we have given you and terminate this

agreement. You will be notied of this as soon as possible after the

survey. We shall not be under any liability whatsoever to you for any

failure to provide the services in these circumstances but will refund

you any payments you have already made to Virgin Media Payments

for installation of the equipment and provision of the services. If you

wish to retain your mobile services we will move your mobile services

to dierent airtime plan in accordance with Section L.6.

10. We do not have to connect the equipment at your home, or otherwise

keep to this agreement to the extent the following aects our ability

to do so, if:

1. your home is outside our service area or in a part of our service

area where no cable has been laid, or we are unable to activate

the services on your line or at your home for any reason;

2. you do not qualify under our current credit policy;we need to send

a technician to provide necessary maintenance and you miss

that agreed appointment (or there is no-one over the age of 18

present); or

3. you have previously misused our television service;

4. your computer or device (or its operating software) does not work

correctly or as reasonably expected for access to the broadband

service; or

5. it is not practical to carry out the connection for health and safety

reasons or for any other reason..

11. We may monitor any content or material transmitted over the

network, including email and internet communications, where

required by law or an enforcement authority, or as part of any actual

or potential criminal or suspected fraudulent activity. Any data we

collect will be in accordance with our Privacy Policy and our Cookies

Notice.

G. Looking after the Network and Equiptment

1. We will try to provide any maintenance services that we believe are

necessary for the network and equipment to work properly and for us

to provide the services to you.

2. We may upgrade and update the network, equipment and the

services from time to time. We will give you notice beforehand where

we reasonably can if we believe such an update may materially aect

your service.

We will always aim to provide you with continued access to services

but we will not be liable for interruptions, reception, picture

degradation or other problems with the services which are matters

beyond our reasonable control. You agree that you will tell us about

any fault in the services and equipment by contacting our customer

services team, who will aim to respond as promptly as possible.

Please visit the contact us section of our website for details on how

to get in touch. In many circumstances it may be possible for us

to correct a fault remotely. If this is not possible and we think a

technician can correct a fault, we will send a technician to try to do

this.

3. We are not responsible if you are not able to use the services because

your equipment does not work properly, is not compatible with the

equipment (or services) (unless we have recommended it to you) or

because of faults in any public communications provider’s network

(where applicable).

4. Where we supply the services to you via your connection to another

public communications provider’s network (for example ‘Virgin

TV Go’) it is your responsibility to maintain your connection to such

public communications provider’s network and we shall not be

responsible or liable to you for failing to provide the service if such

failure arises as a result of any interruption to or disconnection from

the public communications provider’s network or because of failure

or inadequacy in any equipment for which we are not responsible.

H. Using the services

1. You are responsible for the way the equipment and services are used.

You must not do any of the following acts or allow anyone else to do

the following acts in relation to the equipment and/or services;

1. send a message or communication that is oensive, abusive,

defamatory (damages someone’s reputation), obscene, menacing

or illegal;

2. cause annoyance, nuisance, inconvenience or needless worry to,

or infringe the rights of, any other person;

3. contravene our acceptable use policy;

4. perform any illegal activities;

5. break, or circumvent, (or attempt to do so), the security of our

network, equipment, content, hardware or software;

6. deliberately receive, use, own, post, make available, transmit

or publish, oensive, harmful and/or illegal material (including

images of child abuse);

7. upload, download, post, publish, make available or transmit

any information, content, material or software that is protected

by copyright or other ownership rights of another person (or

company) without the permission of its owner;

8. copy, distribute, make available, attempt to disassemble,

decompile, create derivative works of, reverse-engineer, modify,

sub-license, or use for any other purposes any software or

equipment we provide except:

a. as set out in Section X in respect of open source software

b. that you may make a back-up copy of the software we provide

for your personal use; or

9. use any of the services in a manner not consistent with

reasonable residential domestic use or in any way related to an

arrangement we suspect is designed to articially inate trac

to a number or numbers;

10. use any Internet Protocol (IP) address that we have not assigned

to you. Put simply, you may not use the services to harm the

service of another internet user or impersonate another user,

whether on our network or external to our network. You

acknowledge that we may change your Internet Protocol (IP)

address from time to time without giving you notice as part of

managing our network and providing services to our customers;

11. calling ’cash back’ or ‘cash for calling’ numbers where you are

paid in monetary or other terms by the provider for calling a

number;

12. use the services in a way that:

a. risks degradation of services to other customers;

b. puts our network at risk;

c. is not in keeping with that reasonably expected of a residential

customer; and/or

d. breaks the law or infringes the rights of any other person.

13. The following acts are also not permitted:

a. copying or recording all or any part of the services except as

may be permitted by law (and if this kind of copying becomes

illegal in the future you must stop doing it);

b. re-selling, or making any charge for watching or using, all or

any part of the services; and/or

c. showing all or any part of the services to the public even

where no admission fee is charged.

2. If we believe that you (or anyone who uses your equipment or SIM)

are using the services in any of the ways set out in Section H.1 and

consider it to be a serious issue, we are entitled to reduce, suspend

and/or terminate any or all of the services (except for calls to

emergency services) without giving you notice. Where we do reduce

or suspend the aected service we will reinstate the service if we

have been able to resolve the issues with you within a reasonable

time but we will need your reasonable co-operation to do so. We

will terminate the services and agreement with you where this is

not possible or if we consider, acting reasonably, that your breach is

suciently serious and requires us to terminate the agreement. We

may also immediately terminate the services we provide you and this

agreement where we reasonably consider your misuse to be very

serious or harmful to others.

3. We may charge you a fee to reconnect you to our services except

where this is required as a result of network problems as set out

in Sections G.1 and G.2 or due to our fault. Details of any fee are

included in our tari table

4. We reserve the right to remove by immediate notice material placed

on our servers by you or other users which we, in our reasonable

opinion, believe breaks this agreement.

5. You agree to take responsibility for all liabilities, claims and losses

which are in any way connected with you misusing the services, or

with getting the services without our permission, and to repay fully

any costs or losses of this kind which we may suer. This also applies

if you do not meet your responsibilities under this Section H.

6. Unless we advise you otherwise, please take reasonable steps to

make sure that, while it is not in use, the electricity supplied to the

equipment (such as the set top box or hub) is not turned o and that it

is in standby or rest mode, as this allows us to send important updates

(for example security updates) to the equipment.

7. Where a usage or storage allowance is allocated to you as part of

the services, you are responsible for making sure that you do not use

more than your allowance. We are not responsible for any negative

consequences of your failure to do so. Furthermore, if you exceed

any allowance applicable to your services, we may re-grade the

services in question at the appropriate charge and/or charge you

for any additional usage or storage at the appropriate rate (if any) as

set out in the price guides. Where we believe this type of charge is

necessary we will try and discuss this with you rst but if we cannot

contact you and we make such changes we will notify you as soon

as possible.

8. In particular, if you subscribe to a service allowing internet access

that has a limit on the amount of data that you are allowed to

download or upload each month (monthly usage allowance), you

must not exceed that monthly usage allowance. You can monitor

your usage within the My Usage section of your My Virgin Media

account, or for your mobile services, your My Virgin Mobile

account or associated app. We will send alerts to tell you if you are

approaching your monthly usage allowance via text and email, after

which, if you still choose to continue exceeding your allowance we

will add an unlimited data pack for the rest of your billing period at

additional charge, as set out in the price guide. At the end of your

billing period your monthly usage allowance will then be reset to

previous limit which will then apply. You are responsible for providing

us with an active email address and mobile number that you check

regularly to receive these updates. You can nd details of relevant

charges within the My Alerts pages within the My Usage section of

your My Virgin Media account or, for mobile services, your My Virgin

Mobile account.

9. We may turn o your messaging services if they are inactive for an

extended period of time but we will let you know before this happens.

If we do turn o your messaging services you will lose all of the

content in your messaging services and we will be unable to forward

any unopened or unsent messages to you or anyone else.

I. Using the equipment

1. We provide equipment to you for as long as you continue to receive

services from us. The equipment remains our property at all times

and we may need to alter or replace it from time to time. For us to do

this, we may need reasonable access to your home. We also need

you to follow our reasonable instructions if we need to send you

replacement equipment, for example where we need to upgrade our

hub or set-top-box for security or performance improvements.

2. You are responsible for making sure that our equipment is safe and

used properly at all times. To do this, you agree to do the following:

1. follow the manufacturer’s instructions and any other reasonable

instructions we have given you;

2. keep the equipment in your home and under your control (for

example, you may not sell it, lend it or hire it out to anyone else,

put it up as security for a loan or mortgage, or allow it to be seized

under any legal process against you);

3. insure any of the equipment against any loss, theft or damage for

the full replacement value;

4. not tamper with disassemble, misuse, neglect or damage the

equipment;

5. not remove, tamper with or cross out any words or labels on the

equipment; and

6. take proper care at all times to try and prevent the loss or theft

of equipment.

3. You agree to tell us as soon as you can about any loss or damage

to any part of our equipment. You should do this by contacting our

customer services team. You agree that you are responsible for any

loss of or damage to the equipment, regardless of how it happens,

unless it is our fault. We will charge you for any loss of or damage to

the equipment that you are responsible for, and that charge will not

be more than the charges set out in the price guide for the relevant

equipment.

4. If we or you end this agreement, if you decide to disconnect from

some of our services, or if you wish to take up an oer to upgrade

the equipment we provide to you, then unless we have informed your

otherwise (e.g. on our website) you must return the equipment to

us or (if we choose) make it available for collection in a reasonable

condition, allowing for fair wear and tear. If you fail to return or make

available the equipment for collection for any reason, we are entitled

to charge you for the replacement cost or reasonable recovery costs

of the equipment. If we hold any of your money we may use that

money towards the cost of refurbishing or replacing the equipment. If

you have any additional equipment, we’d encourage you to dispose

of it responsibly if you’re no longer using it so please contact us for

further information about disposing of your additional equipment.

Please see our price guide for the more information on non-returned

equipment and the charges we may apply.

5. You may use your equipment together with our equipment, but

(unless we have recommended it to you) we cannot guarantee that

our equipment will work with your equipment. We will not be liable

in any way for any loss or damage arising from your use of your

equipment with the equipment. We will not be liable for any loss

of or damage to any additional equipment unless it is our fault.

We have the right to charge you for any replacement additional

equipment.Your personal information may be used for the purposes

set out in this agreement and our Privacy Policy for so long as you are

a customer and for as long as is necessary for such purposes after we

cease providing the services to you. If you do not pay your bills for

the services then we reserve the right to transfer your debt to a third

party in which case your personal information will also be transferred

to that third party for it to use in connection with the recovery of your

debt. Such third party will take such action to recover your debt as

it considers appropriate and will not be acting on behalf of or to our

instructions.

6. You will have received certain software in the equipment at the point

of activation of your services, and other software programs we may

deliver to the equipment from time to time, which the equipment will

automatically accept. You may use this software solely in executable

code form and solely in conjunction with the equipment. You must

not use any unauthorised software on the equipment. Certain

equipment we provide to you may also be accompanied by separate

software intended for installation on other devices within your home.

If you install this software on such devices, the terms of use of the

software will be governed by an end user licence agreement, which

you must accept before you install the software.

7. We and our suppliers retain title to and ownership of the software

for the equipment we provide to you and all intellectual property

rights in and on that equipment. All TiVo copyrights and trademarks

are the exclusive property of TiVo Inc. TiVo Inc. is an intended third-

party beneciary of this Section H.7 which means that TiVo Inc. can

independently enforce the terms of this Section I against you.

8. We reserve the right to automatically enable any additional and

separate bandwidth on the equipment we provide in order to oer

a separate wireless local area network (Wi-Fi Hotspot) for other

customers in the local area to connect to as long as this does not

adversely aect the services we provide to you.

J. Paying for your services

1. You will receive two bills for your services as follows:

- ‘Virgin Services Bill’- includes your monthly recurring charges,

any charge to bill charges and additional fees for Pay-per-View

programmes or third party content and services.

- ‘Virgin Mobile Usage Bill’ - includes the charges for any add-ons,

additional services and other out of allowance charges that are not

included in your airtime plan

2. You are responsible for and must pay the charges for the services as

set out in our price guides (see www.virginmedia.com/priceguides)

or as otherwise notied to you (for example as set out in your order

summary, change of service receipt and your bills), together with any

applicable value added tax or other applicable taxes. All payments

by you in respect of the monthly recurring charge for your services

should be made to Virgin Media Payments, who will provide you

with all necessary payment handling services for Virgin Media and

all payments by you in respect of add-ons, additional services and

other out of allowance charges should be made to Virgin Mobile.

Virgin Media Payments and Virgin Mobile agree to collect and

process all payments made by you to it promptly and ensure that they

are applied in settlement of the charges to which they relate. Virgin

Media Payments and/or Virgin Mobile may charge you a separate

service fee for collecting and processing such payments as provided

in Section J.6.3 below.

3. We can change the charges as set out in Section L.4, but if we do so,

this may entitle you to end this agreement without needing to pay an

early disconnection fee. You can read more about this in Section O.6.

4. You must ensure that your payments are received by Virgin Media

Payments and Virgin Mobile by the due date for payment shown

on your bill. If you do not pay your bills on time, you may need

to pay interest or other charges for your default as set out in our

price guides. We may also charge you the costs of debt recovery

proceedings to recover any debt you owe under this agreement.

Reminders will normally be sent for late bill payments.

5. If you do not pay your bills we may suspend your services in line with

our non-payment policy as set out below:

1. Virgin Services Bill we may suspend or cancel the services in

their entirety.

2. Virgin Mobile Usage Bill - we may suspend or cancel your mobile

service only.

6. Some parts of the services may enable you to access third party

content and services some of which may require you to accept

additional terms and which may be subject to additional fees (for

example a subscription you may have to access an organisation’s

TV streaming service), and you agree that you (and not us) are

responsible for paying any charges from such other organisations

while using the services. These charges are known as ‘charge to bill’

services. Where third party services you receive have been added

at your request to your Virgin Services Bill, you agree to pay Virgin

Media Payments for such charges in the same way as for all other

charges on your bill

7. The following provisions apply regarding billing and payment:

1. Under this agreement, if you ask for any changes to the services

provided by us, these changes will be reected by adding or

removing proportionate amounts to your rst bill after the change

and to your payments every month after that.

2. You must pay both of your bills by direct debit from a suitable

bank allowing such payments and you must maintain active

direct debits during your minimum period and at any time we are

providing you with services.

3. If any direct debit of yours is cancelled or is not cleared by your

bank or building society, we are entitled to charge you a default

fee and the provisions of Sections J.4, J.5and J.6 and M.1.3 will

also apply.

4. We will bill you electronically via E-billing, and you must provide

us with a valid and current e-mail account to which we will send

your bills. You may choose to receive a paper bill instead. If you

choose a paper bill, we may charge you an additional amount for

this service, which we will tell you about when you request the

change. A charge will be payable for in respect of both the bill

from Virgin Media Payments and the bill from Virgin Mobile if a

paper bill is requested for either of these bills.

5. The accuracy of the e-mail address you provide to us for E-billing

purposes is entirely your responsibility.

6. We reserve the right to refuse use of the E-billing service to

anyone for any reason whatsoever, or to modify or discontinue

(permanently or temporarily) the E-billing service to you or all

recipients, in our reasonable discretion. You shall remain fully

responsible and liable to pay any bills of which notication has

been sent to the e-mail address you have specied whether or not:

a. you access that e-mail account and read the relevant e-mail;

b. you are disconnected from your e-mail account (for any

reason); or

c. for any other reason (other than our negligence) you fail to

read the relevant notication.

7. Due to the nature of the internet and the need from time to time

to update, upgrade and maintain the E-billing service, we cannot

guarantee uninterrupted access to the E-billing service.

8. If you want to change any of the services agreed to, we may

charge you a fee. We will notify you of the amount of any such

charge when you request the change.

8. We are entitled to carry out credit checks on you at any time. This will

be done by making searches about you at credit reference agencies

who will supply credit information about you, as well as information

from the Electoral Register. The agencies will record details of the

search, whether or not the application goes ahead. We may use

credit-scoring methods to assess the application and to conrm your

identity. We and other companies may use credit searches and other

information which is provided to us, or the credit reference agencies,

about you (and those to whom you are linked nancially) if credit

decisions are made about you, or other members of your household.

This information may also be used to trace debt and manage your

account and to reveal information on your payment history to

the usual credit agencies. Your details will be checked with fraud

detection agencies and if false or inaccurate information is provided

and fraud is identied, details will be passed to fraud prevention

agencies. Law enforcement agencies may access and use this

information. We and other organisations may also access and use

this information to prevent fraud and money laundering, for example,

when: checking details on applications for credit and credit-related

or other facilities; managing credit and credit-related accounts

and facilities; recovering debt; checking details of proposals and

claims for all types of insurance; checking details of job applications

and employees. We and other organisations may access and use

from other countries the information recorded by fraud prevention

agencies. Please write to Virgin Media’s Head of Risk at 500 Brook

Drive, Reading, RG2 6UU if you want to receive details of the relevant

fraud prevention agencies. You have a legal right to these details.

9. If at any time before or during the term of this agreement you fail to

meet the credit conditions required by us, we may do the following as

long as it is reasonable for us to do so:

1. require you to make a payment (which shall be made to Virgin

Media Payments and/or Virgin Mobile) in advance for future

charges;

2. enforce credit limits on you for any charges (to the extent that

we and/or Virgin Media Payments and/or Virgin Mobile, as

appropriate, believe is reasonable in the circumstances), restrict

the level of services we provide to you, only allow certain

methods of payment and/or suspend some or all of the services at

any time when you reach the limits until we have received the full

payment of any charges you owe under this agreement; and/or

3. not provide you with access to Pay-Per-View programmes or

additional services.

10. You must provide promptly and accurately all the information which

may be needed so that we, Virgin Mobile and Virgin Media Payments

can perform our respective obligations under this agreement. You

must also tell us immediately if any of your details change.

11. Your personal information may be used for the purposes set out

in this agreement and our Privacy Policy for so long as you are a

customer and for as long as is necessary for such purposes after we

cease providing the services to you. If you do not pay your bills for

the services then we reserve the right to transfer your debt to a third

party in which case your personal information will also be transferred

to that third party for it to use in connection with the recovery of your

debt. Such third party will take such action to recover your debt as

it considers appropriate and will not be acting on behalf of or to our

instructions.

K. Your information and how it is looked after

1. Please take time to read our Privacy Policy and our Cookies Notice

which apply to the use of your personal and other information by

Virgin Media and its group companies but which do not form part

of these terms and conditions. We may need to change our Privacy

Policy and Cookies Notice from time to time. Our latest Policies will

always be posted the Virgin Media website.

2. To make sure you are always getting the best possible customer

service, we may monitor and record phone conversations you have

with our teams.

3. We may monitor any content or material transmitted over our

network, including email and internet communications, where

required by law or an enforcement authority, or as part of any actual

or potential criminal or suspected fraudulent activity. Any data we

collect will be in accordance with our Privacy Policy and our Cookies

Notice.

4. We also reserve the right to monitor and control data volume and/or

types of trac transmitted via the services and/or equipment

5. If you have taken mobile insurance via the Virgin Mobile website we

will provide your personal information to the policy administrators,

Asurion Europe Limited (Asurion) in order to administer your

policy, validate claims and for fraud protection purposes. Asurion

administers your insurance on behalf of the insurer and the policy

underwriter, Liberty Mutual Insurance Europe Limited who is the

data controller for the purposes of data protection laws (Information

Commissioners Oce registration number Z6118163). Once the

relevant data has been passed to Asurion, Asurion will undertake all

responsibilities as data processor (for the purposes of data protection

laws) for Liberty Mutual Insurance Europe Limited in respect of that

data. Please refer to your policy documents for full details of how

Asurion will use your data.

6. You agree that we will give your details, including mobile telephone

number and geographic location to the emergency services.

L. Changing this agreement

1. You may add to or reduce your services (including the content you

receive on the television service) from time to time by contacting our

customer services team. If you ask us to add any extra services or

any extra content or bundles of content to the television service, you

agree to accept such additional content or bundles of content for at

least the minimum period that applies to it. If you ask us to reduce

your tier of services within the minimum period for that service,

we may ask you to pay an early disconnection fee depending on the

service being reduced and the remaining length of the minimum

period. If you wish to reduce your tier of service or remove any

additional service (including premium television channels) you must

give us at least 30 days’ notice and pay any applicable charges

(including usage charges and line rental) up to the end of that 30-day

notice period. Any changes to the services under this Section do

not give rise to a new agreement, even if you agree a new minimum

period.

2. If you cancel your mobile service by using your PAC code to switch to

a new mobile service provider your SIM will stop working and we will

be unable to provide mobile services to you using the same mobile

number. Depending on the services you have in your package we

will either:

1. automatically move your other services to the nearest equivalent

package without a mobile service taking into account your current

allowances and usage; or

2. where there is no equivalent package we will send you a new SIM

with a new number as soon as possible to enable you to continue

using your service as usual.

If you end your mobile service your other services will continue

and your minimum period will be unaected.

If we have to send you a new SIM in accordance with Section

L.2.2 we may need to run a credit check on your account. If your

account is in arrears, or if your payment history is poor, you may

be required to clear your balance before we can send you a new

SIM.

3. If you cancel all or any of the services within your minimum period,

you may have to pay an early disconnection fee. If you cancel one

element of your service, your remaining services will continue but you

may be moved to another plan the closest available package, both in

terms of allowances and price.

4. If your broadband service, television service and landline phone

services end because you choose to cancel them or if we are no

longer able to provide them in the circumstances set out in Sections

F.6 and P.5 your mobile service will automatically continue.

5. If we have to move any of your services to a new package we will

always let you know what your new package will be, and how much

it will cost. If you want a dierent package or want to cancel the

agreement you need to tell us within 30 days’ of us giving you the

details of your new package. If you want to cancel the agreement

and you are in your minimum period an early disconnection fee may

apply.

6. Subject to Section O.6, we may at any time modify, amend or alter

the terms of this agreement and/or the services if:

1. there is any change or amendment to any law, code of practice,

guidance or regulation which applies to Virgin Media, Virgin

Media Payments, Virgin Mobile or the services provided to you;

2. we decide that the services should be altered for reasons of

quality of service or otherwise for the benet of customers or,

in our reasonable opinion, it is necessary to do so in order to

continue to provide the services;

3. for security, technical or operational reasons;

4. we decide to oer certain content as Pay-Per-View

programmes;

5. we introduce new services, new service features, service

improvements or equipment;

6. the changes or additions are minor and do not aect materially

disadvantage you; or

7. in all other events, where we reasonably determine that any

modication to a relevant system, our network or a change in

trading, operating or business practices or policies is necessary to

maintain or improve the services provided to you.

7. We may withdraw your chosen services package for commercial or

operational reasons or if we are unable to continue providing it for

matters beyond our reasonable control. Subject to Section O.6.4, if

we decide to do this we will move you on to our nearest equivalent

or better current package, unless you ask us to move to another

more expensive package. If the package we have decided to remove

causes the price you pay to increase we will also give you notice of

the change(s) at least 30 days before the changes take eect and you

may cancel the services aected in accordance with Section O.6

without paying an early disconnection fee.

8. We, Virgin Mobile and/or Virgin Media Payments may change our

charges at any time. Any changes to our monthly charges will be

published by us on the Virgin Media website and we will also give

you notice of the change(s) at least 30 days before the changes take

eect and you may cancel the services aected in accordance with

Section O.6 without paying an early disconnection fee.

9. If you have purchased a mobile handset from Virgin Media Mobile