Virgin Media retention deals: should you renew or upgrade?
Our general advice for existing Virgin Media customers is the same as every other provider. Always look at what else is out there and compare it to Virgin’s existing customer offers.
Switching providers at the end of your contract gives you the best chance of grabbing a great broadband service at the best price, especially if you can make use of a special rewards promo. Gift cards and special offers are only handed out to new customers. Virgin Media is great for these. As well as Bill Credits to new customers, it's not unheard of for it to give away great gadgets such as an HD TV.
Plus, because providers tend to increase costs for existing customers at the end of a contract, as well as a mid-contract price rise around April, it's usually the best way to keep monthly costs as low as possible.
For more information on this, visit our ‘guide to broadband price increases’.
As an example, here are just a few of the top deals currently available:
Comparing and switching is generally the best practice, but there are a few hints and tips you have to bear in mind if you want to move away from Virgin Media services.
While most broadband providers share the same infrastructure (BT Openreach telephone network), Virgin has its own network, with speeds and packages you can't get elsewhere. Because of this, in many parts of the country, Virgin will be the fastest broadband provider available.
Switching away could mean accepting a slower broadband speed, and it could also impact your TV service if you have Virgin Media TV. If a fast download speed is important to you, you may be better off sticking where you are.
However, that doesn’t mean you should let your Virgin Media deal continue without at least speaking to a member of the Virgin Media's customer services department. Without doing so, it's likely your monthly fee will increase after the minimum contract term ends. Even if you aren’t interested in an upgrade, it's always worth a haggle to keep your prices down.
What is Openreach?
Openreach is the company that maintains the former British Telecom Network used for the majority of broadband and phone services. If a repair or installation is required, it’s Openreach who will send an engineer, not your provider.
More than 650 service providers using the Openreach network. That’s the majority of the UK’s broadband providers. This includes Sky, TalkTalk and BT. The exception to this is Virgin Media - it uses its own, separate cable network.
Virgin Media existing customer deals
Virgin Media has offers for loyal customers. To see these, use your Virgin Media account and log in on its existing customer deals page to find out what they’re offering you.
It’s reasonable to expect a deal similar to those offered to new customers. Here are a few of the packages currently available to new subscribers:
If you don’t see anything on the existing customer deals page, call customer services and haggle for a better price. If you explain you’re thinking about leaving, you should be given a better option to stay. Remember, you don’t have to accept the first offer. Ask for a reference number if you need time to think.
Virgin Media deals for existing customers: upgrades
Virgin Media offers a wide range of broadband speeds, from 54Mb up to a super speedy 1.1Gb. Unless you're already on the fastest speed in your area, there’s a good chance that you’ll be able to opt for an upgrade when renewing.
To find out what speeds are on offer in your area, enter your address:
Broadband Genie Virgin Media deals checker
TV bundles: Getting Virgin Media existing customer deals
If you’re keen to get access to more TV channels, you can add Virgin Media TV alongside your broadband service at any time. You don't have to wait until your contract is over. However, if you're out of the minimum contract term and interested in a TV deal, you should look at a dedicated TV and broadband bundle to get the best value for money.
You can use Virgin Media’s TV Channel upgrade service to add a number of premium channels to your TV package, including:
- Sky Cinema Collection (Sky Cinema HD)
- Sky Sports channels
- Sky Sports HD
- Asian Mela
- Picture Box
- Racing UK
Contact Virgin customer services, or log into your Virgin account to upgrade.
Getting a bundled fibre broadband and phone deal as an existing Virgin Broadband customer
You may have previously been using a separate BT phone line, but have been told that the Openreach analogue UK landline network will be shut down by 31 December 2025. If you’re already an existing Virgin Media customer, you could move your home phone over and include it as an add-on with your broadband.
There are three different call plans available with Virgin Media. These include:
- Evening and weekend calls - £5 per month
- Anytime calls - £10 per month
- International anytime calls - £15 per month
For more help on the UK landline shut down, visit our phone and broadband deals page.
Frequently asked questions about Virgin Media deals for existing customers
What happens to my contract when I renew or upgrade?
When renewing or upgrading Virgin Media, remember you'll be signing up to a new contract on another minimum contract term. The standard contract length for a Virgin Media broadband deal is 18-months. This means you're committed to the monthly payment for that period. Cancelling before it ends will often mean paying an early termination fee.
If you don't want to commit to 18-months, think about signing up for a short-term contract instead. These deals allow you to cancel at short notice without fees.
Can I upgrade my Virgin Media broadband?
It's very likely that you can upgrade your Virgin Media broadband. Virgin offers speeds up to 1.1Gb, so unless you’ve already signed up for the best speed your area has to offer, there will probably be an upgrade available.
Use our deals checker to find out what speeds and packages are on offer in your location.
Can I get Virgin Media in my area?
There is a good chance you can get Virgin Media broadband: the network is available to around 53% of premises around the country. Enter your postcode into our postcode checker to find out.
How do I contact Virgin Media?
Call the Virgin Media customer retention team on 0345 454 1111.
You can also send a message on Whatsapp between 8am-8pm, Monday to Saturday. The customer service team will aim to reply within two hours.
Read our guide to Virgin Media customer service and technical support for other ways to get in touch.
Will I get a new Wi-Fi router if I extend my Virgin Media contract?
If you're renewing and not upgrading, you probably won't receive a new router. If you upgrade and your current router is not suitable for the faster speed, Virgin will send a free replacement.
Do I need to pay for a Virgin Media TV box?
If you’re getting a new TV deal, a TV box will be supplied free of charge.
For an upgrade to older TV boxes, speak to Virgin Media. There may be a cost involved, but if you are in the process of renewing your contract it’s worth asking for a free upgrade as part of the negotiations.
If you’re coming to the end of your contract, or you’ve already gone past the minimum term of your Virgin Media deal, you have some decisions to make.
When you’re no longer under contract, you’re free to leave Virgin Media and switch to another provider. When leaving Virgin Media to move to another provider, you'll need to instigate this move yourself.
For more help on how to do this, you can read the following guides:
- Switching from Virgin Media to BT Broadband
- Switching from Virgin Media to Sky Broadband
- Switching from Virgin Media to TalkTalk
- Switching to a broadband provider on the Openreach network
But what if you’re content to stay put with Virgin Media? This is fine also, but you should never let your contract run out without getting in touch with customer services. You might be able to get a good retention deal and an offer on an upgrade. Alternatively, this is a good time to reassess what you want from your broadband package.
Take some time to check out the current deals available from both Virgin Media and other alternative providers before you make a decision whether to upgrade or renew. This is your best way to make sure you’re never overpaying for an old tariff.