Virgin Media O2

Virgin Media O2 changes UK home mover policy

Virgin Media customers moving to a home not connected to the operator’s broadband network will no longer have to pay early disconnection fees

Virgin Media O2 has changed its UK home mover’s policy so that customers moving to a home not connected to its broadband network will be able to leave without paying an early disconnection fee.

Virgin Media O2 delivers ultrafast broadband services to its customers using its own infrastructure which covers around 53% of the country. This footprint has been expanded to reach an additional 2.6 million premises in recent years, with further expansion continuing to take place across the UK.

Until now, customers moving to a property not connected to the provider’s network have been asked to pay an early disconnection fee to end their contract early, but the operator will now waive the charge for customers who are unable to take their services with them.

Customers will need to provide proof of their new address with a wide range of readily-available documents accepted including mortgage and rental agreements, utility bills, bank statements and driving licenses.

The move, expected to save customers up to £240, will be welcomed at a time when the cost of moving has hit a record high. Recent analysis from Which? found the average cost of moving home to be nearly £12,000 – up from £7,000 during the stamp duty holiday*.

Jeff Dodds, Chief Operating Officer at Virgin Media O2, said:

“We’re committed to putting customers at the heart of what we do and regularly review our policies and processes to give our customers the best service at the best possible price. We know moving home can be a stressful time, so we’re giving our customers one less thing to worry about.

“We’re also continuing to invest heavily in the UK to expand our footprint, meaning more of our customers will be able to take their services with them when they move home, enjoying speeds that are four times faster than national average.”