← All providers · Last checked 2 November 2026

Virgin Media: how to complain, price rises and leaving

A plain-English guide to complaining to Virgin Media, its price rises, how to leave and where to go if it doesn't put things right.

Bill Fighter is independent. We are not affiliated with, endorsed by or paid by Virgin Media or any other provider. Names are used only to identify the company.

How to complain to Virgin Media

Start with Virgin Media's customer services, then make a formal complaint if it isn't sorted. Virgin Media's complaints process is set out in Virgin Media: Complaints. Keep a note of the date you complained and any reference number.

Ofcom says every provider's complaints code must include a phone number, a UK postal address and an email address or web form for complaints.

Virgin Media price rises

Virgin Media

When: April each year. How it's set: Joined or renewed after 2 October 2025: £4. 9 January to 2 October 2025: £3.50. Before 9 January 2025: RPI + 3.9%. Latest: April 2026: £4 or £3.50 a month by start date. Add-ons aren't included.

Ofcom's rules mean price rises in contracts taken out from 17 January 2025 must be set out in pounds and pence. If a rise wasn't set out in your contract, or is bigger than it allowed, Ofcom says the provider must give at least 30 days' notice and let you leave within 30 days without exit fees.

Cancelling or leaving Virgin Media

If your minimum term has ended, you can usually leave by giving the notice your contract requires. If you're still in contract, early exit charges may apply, so check first.
Broadband: Ofcom explains how switching works, including when the new provider arranges the switch for you.
Near the end of your contract, Virgin Media must send you an end-of-contract notice with your current and future price and its best deals.

If Virgin Media doesn't sort it out

Ofcom lists Virgin Media as a member of CISAS, one of the two free alternative dispute resolution (ADR) schemes for phone and broadband. You can go to it once at least six weeks have passed since you first complained, or sooner with a deadlock letter, and within 12 months of a deadlock letter. (For complaints made before 8 April 2026 the wait was eight weeks.)

Free letters

Add Virgin Media as the provider and your details fill in the letter for you.

Guides

Quick answers

How do I complain to Virgin Media?

Contact Virgin Media and make a formal complaint using its complaints code (linked on this page). Ofcom says every phone and broadband provider's complaints code must include a phone number, a UK postal address and an email address or web form.

Which ombudsman covers Virgin Media?

Ofcom lists Virgin Media as a member of CISAS. It's free to use.

When can I take a Virgin Media complaint to CISAS?

Ofcom says you can go to the ADR scheme once at least six weeks have passed since you first complained, or sooner if you get a deadlock letter, and within 12 months of a deadlock letter. CEDR says complaints made before 8 April 2026 needed eight weeks.

Can I leave Virgin Media if my price goes up?

If the rise was set out in your contract in pounds and pence, you generally can't leave penalty-free because of it. If it wasn't, or it's bigger than your contract allowed, Ofcom says the provider must give you at least 30 days' notice and let you leave within 30 days without exit fees.

Sources

Last checked 2 November 2026. Policies change, so check the linked pages and your own contract before you act. General information, not legal or financial advice.