How to get a Virgin Media Broadband Deal as Existing Customer

Negotiating a better broadband deal with Virgin Media can be a daunting task. But it’s definitely worth it if you can save hundreds of pounds over the duration of your contract. Here is a step-by-step guide that will help you get the best possible Virgin Media broadband deal as an existing customer.

Do your research and be clear on your expectations

Write down your contract details:

  1. Current broadband speed and monthly price, including any extra yearly charges
  2. Account number and memorable phone password (you can find the info in your Virgin Media account settings)
  3. Contract status: If your contract has already ended, you are in the best position to get the best price. However, you will need to commit to a new 18-month contract
  4. Optionally, think about arguments for a better deal, such as recent price increases or the quality of the service.

Before you call Virgin Media, take some time to check the latest broadband deals to get an idea of what you should be paying for your service. You can do this by:

  • Visiting the Virgin Media broadband website
  • Comparing prices and deals from other broadband providers on websites like MoneySavingExpert or compare the market
  • If you have packages for TV or mobile, consider whether you would be willing to reduce your package (e.g. slower broadband, no landline, fewer TV channels). Virgin Media is partnering with O2, so you might be able to get a good deal if you switch your SIM from another provider to O2.

Call the Virgin Media Retention Team

Once you’ve done your research, call Virgin Media and try to speak to a customer service representative from the retention team.

Tip: Choose a good time to call when lines are less busy, such as midweek in the morning. Make sure you have time as you may need to wait in a queue for an hour or even more. For more tips check out the article Negotiation tips to save money on regular payments

Call Virgin Media on +44 345 454 1111 and select the option “thinking about leaving us“. You will need to provide your account number and memorable phone password to prove your identity.

Be polite but firm, and explain that you are unhappy with your current bill and the overall service. Mention any price increases or the deals you’ve found from other providers, and ask if Virgin Media is able to offer you a better price.

If you are happy with the deal you are offered, congratulations! This guide is now complete. However, if you are not happy with the deal, you can continue with the following steps.

Call Virgin Media again

Call Virgin Media again the next day or later, and let them know that you are still not happy with the deal you were offered. Refer to the first offer you were given, and tell them that you are now ready to switch providers.

Be patient. It may take some time to negotiate a better deal with Virgin Media as existing customer. Don’t get discouraged if you don’t get the results you want right away. Just keep calling and eventually you’ll get the deal you’re looking for.

Cancel your Virgin Media broadband to get an offer

If you are unable to negotiate a deal that meets your expectations, you can consider cancelling the Virgin Media broadband service. You will need to wait a few days for a representative to call you back and offer you a new, better deal. If you do not receive a call, there are a number of other broadband providers out there, so you’re sure to be able to find one that offers a better price. Keep in mind that switching providers may cause service interruptions, so you will need to prepare and plan accordingly.


Negotiation is a skill that takes practice, but it pays off if you learn it. In some cases you will be able to get a Virgin Media broadband deal as existing customer for about 50% of your current price. If you don’t like to negotiate or if you simply don’t have the time to do it, Brevius is here to help you with the click of a button.

This guide was composed by the Brevius negotiation team, who has helped Virgin Media customers save up to £650 on their contracts.

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