Codes and Policies

Virgin Media is a signatory to Ofcom’s Voluntary Codes of Practice on Broadband Speed. The agreement commits us to provide a guaranteed minimum average broadband speed, and to ensure your rights are respected if speeds consistency fall below this level.

This is in line with the Voluntary Ofcom Speed Code, which we’ve signed up to. On the Ofcom website, you can find a copy Ofcom’s customer guide to the Residential Codes (click here), and Business Codes (click here).

Does your connection seem a little slow? Check your broadband speed.

Check out our broadband usage policy.

We’ve worked with Ofcom and other service providers to make sure we have an automatic compensation scheme that provides fair compensation for customers who experience serious issues with their phone and broadband service.

It doesn't matter if you’re a new or existing customer – if you qualify, we promise to automatically credit your bill, no fuss.

Find out more about Automatic Compensation.

At Virgin Media, our customers come first, and we always try to provide the best customer service possible. You can see how we're doing this in our Consumer Code of Practice.

The Consumer Complaints Code of Practice lets you know how to go about making a complaint about your service. It takes you through how to contact us, how the complaints process works, and what you can do if you're not happy with the resolution.

Read the full Consumer Complaints Code of Practice.

Get more help with complaints.

When you get Virgin Media Broadband, TV, or Phone, you agree to sign up to the service for a minimum term. If you decide to leave your contract during this period, you may need to pay an early disconnection fee.

Learn more about Early Termination Charges.

Virgin Media is fully committed to meeting the needs of our vulnerable and disabled customers. Read our full Accessibility and Vulnerability Policy.

See what else we’re doing to make our services accessible for vulnerable and disabled people.