Flex
These terms and conditions are in addition to Virgin Media general terms of service available here (the “Virgin Media Standard Terms”).
Flex is an “add-on” to Virgin Media’s broadband service, as defined in the Virgin Media Standard Terms. The Virgin Media Standard Terms shall also apply to the Flex service and equipment.
Eligibility
You must be a Virgin Media broadband customer with speeds of at least 50mbps with a Hub 3 router or above to be eligible for Flex. Flex is not available with other Virgin Media TV services.
Equipment
Your Flex device, also known as a Stream box, remains property of Virgin Media at all times and you must return the device when requested. If you fail to return the device you may be subject to a non-return charge, such charges are detailed at www.virginmedia.com/legal/price-guides
You must keep the Stream box in good condition. You may be charged for any damage to the equipment beyond reasonable wear and tear.
Your Stream box is compatible with Hub 3 router and above, and requires connection of an HDMI cable to your TV to be able to use your Stream box. Your Hub must be in router mode, it cannot be in modem mode. You need an HDTV set to view HD channels if part of your package. Your Stream device is 4K/Ultra HD compatible with a 4K TV or device with HDCP 2.2. We do not guarantee that the Stream device will be compatible with your equipment so please ensure your equipment meets the specifications set out above before you order your Stream device.
Flex Activation Fee
To activate your Flex service you will normally be required to pay an activation fee. The amount of your activation fee will be set out in our price guide (see https://www.virginmedia.com/legal/price-guides) or as otherwise notified to you (for example as set out in your order summary, change of service receipt and your bill).
Billing
The Flex service itself is provided at a cost of £5 per month, and any entertainment subscriptions you add will be add-ons to the Flex service and shall be provided at additional cost. Each add-on is available as a 30 day rolling contract.
You are responsible for ensuring that your Virgin Media bill is paid on time. Late payment may result in the restriction or cancellation of Flex subscriptions.
Entertainment Subscriptions
Entertainment subscriptions may be subject to the terms and conditions of the third party that provides that entertainment subscription, please familiarise yourself with the terms of each provider.
Virgin Media is not responsible for any entertainment subscriptions that you choose to add to your Flex subscription. You are responsible for all activity on your Flex account by other members of your household or anyone who uses your Flex service. Content is variable in nature and content included within each pack may be subject to change from time to time at the discretion of the provider.
The price of any content subscriptions you choose to add to your Flex subscription may be subject to change. Any change in price should be communicated to you either by Virgin Media or the entertainment provider.
You are responsible for providing up to date contact information to entertainment providers so that they can keep you informed about any changes to your content subscription or pricing.
Flex requires a valid TV licence in order to access, we recommend familiarising yourself with the TV licensing requirements and obtaining one if necessary. We will not continue to provide you with the Flex service if we find out that you do not have a valid television licence. More information is available at: Do I need a TV Licence? - TV Licensing ™
Updates
We may upgrade or update the Flex service or equipment from time to time. The Flex service is also variable in nature.
Cancellation
You have 14 days from the date of activation of your Flex service to cancel. If you cancel, activation fees will not be refundable.
When you subscribe to entertainment content via your Stream box you will waive your right to a 14 day cooling off period as some of the entertainment content will be provided to you immediately. You will still be able to cancel entertainment subscriptions with 30 days’ notice and retain access to the content for that period.
Outside of the 14 day cooling off period, the Flex service is cancellable at any time with 30 days notice. If you cancel your Flex service, all content subscriptions will also be cancelled.
Cancelling your Flex service will not have any impact on any other service you receive from Virgin Media.
You must return your Stream device on request when cancelling your services.
Privacy
You give us permission to pass your contact details onto the providers of any content you choose to subscribe to.
Entertainment subscriptions may be subject to the privacy policy of the third party provider that provides the subscription, please familiarise yourself with these terms.