Where we have recommended that you purchase additional equipment for use with the services and you have chosen not to take our recommendation, we cannot guarantee compatibility of what you instead choose, nor can we provide installation or on-going support in respect of it.
Where additional equipment is purchased from our recommended partners, we are not responsible for them or for any additional equipment you purchase from them. If any additional equipment you have purchased from our recommended partners is faulty upon arrival, please contact the recommended partner for a replacement.
We may need to provide our recommended partners with your name, address and order details in order for them to fulfil your order. To provide the services , the equipment e. You are responsible for making sure your equipment works properly. You agree to provide and pay for suitable facilities and all necessary electrical and other installations and fittings including power outlets or sockets for the equipment. Where we need to set up any services on your equipment you authorise us to have access to your equipment to perform such set-up which may include the installation of software and to check that those services are working properly.
You confirm that you will have prepared your equipment , and will follow our reasonable instructions if required to prepare your equipment , so that we can perform the set-up properly.
It is your responsibility to keep back-up copies of any important data stored on your equipment prior to the set-up of the services by us on your equipment. You are responsible for applying for any consents and permissions necessary for us to connect and maintain the equipment at your home for example, any permission necessary to lay cable from the street to your address.
We are not obliged to install equipment or provide the services unless all consents and permissions have been obtained. Our obligation to provide the services is also subject to survey. If a survey shows that the equipment cannot be installed or connected at your home , or if a non-standard installation is required, we may cancel any installation date we have given you and terminate this agreement. You will be notified of this as soon as possible after the survey. We shall not be under any liability whatsoever to you for any failure to provide the services in these circumstances but will refund you any payments you have already made to Virgin Media Payments for installation of the equipment and provision of the services.
We do not have to connect the equipment at your home , or otherwise keep to this agreement to the extent the following affects our ability to do so, if:. We may monitor any content or material transmitted over the system , including email and internet communications, where required by law or an enforcement authority, or as part of any actual or potential criminal or suspected fraudulent activity.
Any data we collect will be in accordance with our Privacy Policy and our Cookies Notice. We will try to provide any maintenance services that we believe are necessary for the network and equipment to work properly and for us to provide the services to you. We may upgrade and update the network, equipment and the services from time to time. We will give you notice beforehand where we reasonably can if we believe such an update may materially affect your service.
We will always aim to provide you with continued access to services but we will not be liable for interruptions, reception, picture degradation or other problems with the services which are matters beyond our reasonable control. You agree that you will tell us about any fault in the services and equipment by contacting our customer services team, who will aim to respond as promptly as possible. Please visit the contact us section of our website for details on how to get in touch.
In many circumstances it may be possible for us to correct a fault remotely. If this is not possible and we think a technician can correct a fault, we will send a technician to try to do this.
There are times you will need to pay us for a technician to visit your home but we will always agree the time of that visit with you and the charge for that visit. We will charge for a technician visit where:. The charges for technician visits are set out in our price guides. We understand that your circumstances might change or a fault may have ceased for whatever reason , but so long as you tell us in advance that maintenance is no longer required or that you would like to cancel or rearrange the technician visit before 12pm the day before the appointment we will not charge you a fee as described in paragraph F.
We are not responsible if you are not able to use the services because your equipment does not work properly, is not compatible with the equipment or services unless we have recommended it to you or because of faults in any public communications provider's network where applicable. Where we supply the services to you via your connection to another public communications provider's network for example 'Virgin TV Go' it is your responsibility to maintain your connection to such public communications provider's network and we shall not be responsible or liable to you for failing to provide the service if such failure arises as a result of any interruption to or disconnection from the public communications provider's network or because of failure or inadequacy in any equipment for which we are not responsible.
You are responsible for the way the equipment and services are used. Put simply, you may not use the services to harm the service of another internet user or impersonate another user, whether on our network or external to our network.
You acknowledge that we may change your Internet Protocol IP address from time to time without giving you notice as part of managing our network and providing services to our customers;. If we believe that you are using the services in any of the ways set out in Section G. Where we do reduce or suspend the affected service we will reinstate the service if we have been able to resolve the issues with you within a reasonable time but we will need your reasonable co-operation to do so.
We will terminate the services and agreement with you where this is not possible or if we consider, acting reasonably, that your breach is sufficiently serious and requires us to terminate the agreement. We may also immediately terminate the services we provide you and this agreement where we reasonably consider your misuse to be very serious or harmful to others. We reserve the right to remove by immediate notice material placed on our servers by you or other users which we, in our reasonable opinion, believe breaks this agreement.
You agree to take responsibility for all liabilities, claims and losses which are in any way connected with you misusing the services , or with getting the services without our permission, and to repay fully any costs or losses of this kind which we may suffer.
This also applies if you do not meet your responsibilities under this Section G. Unless we advise you otherwise, please take reasonable steps to make sure that, while it is not in use, the electricity supplied to the equipment such as the set top box or hub is not turned off and that it is in standby or rest mode, as this allows us to send important updates for example security updates to the equipment.
Where a usage or storage allowance is allocated to you as part of the services , you are responsible for making sure that you do not use more than your allowance. We are not responsible for any negative consequences of your failure to do so. Where we believe this type of charge is necessary we will try and discuss this with you first but if we cannot contact you and we make such changes we will notify you as soon as possible.
In particular, if you subscribe to a service allowing internet access that has a limit on the amount of data that you are allowed to download or upload each month monthly usage allowance , you must not exceed that monthly usage allowance. Virgin Media will send alerts to tell you if you are approaching your monthly usage allowance via text and email, after which, if you still choose to continue exceeding your allowance we will add an unlimited data pack for the rest of your billing period at additional charge, as set out in the price guide.
At the end of your billing period your monthly usage allowance will then be reset to previous limit which will then apply. You are responsible for providing Virgin Media with an active email address and mobile number that you check regularly to receive these updates.
We provide equipment to you for as long as you continue to receive services from us. The equipment remains our property at all times and we may need to alter or replace it from time to time. For us to do this, we may need reasonable access to your home. We also need you to follow our reasonable instructions if we need to send you replacement equipment , for example where we need to upgrade our hub or set-top-box for security or performance improvements.
You are responsible for making sure that our equipment is safe and used properly at all times. To do this, you agree to do the following:. You agree to tell us as soon as you can about any loss or damage to any part of our equipment. You should do this by contacting our customer services team. You agree that you are responsible for any loss of or damage to the equipment , regardless of how it happens, unless it is our fault.
We will charge you for any loss of or damage to the equipment that you are responsible for, and that charge will not be more than the charges set out in the price guide for the relevant equipment. If we or you end this agreement , if you decide to disconnect from some of our services , or if you wish to take up an offer to upgrade the equipment we provide to you, then unless we have informed your otherwise e. If you fail to return or make available the equipment for collection for any reason, we are entitled to charge you for the replacement cost or reasonable recovery costs of the equipment.
If we hold any of your money we may use that money towards the cost of refurbishing or replacing the equipment. If you have any additional equipment , we'd encourage you to dispose of it responsibly if you're no longer using it so please contact us for further information about disposing of your additional equipment.
Please see our price guide for the more information on non-returned equipment and the charges we may apply. You may use your equipment together with our equipment , but unless we have recommended it to you we cannot guarantee that our equipment will work with your equipment.
We will not be liable in any way for any loss or damage arising from your use of your equipment with the equipment. We will not be liable for any loss of or damage to any additional equipment unless it is our fault. We have the right to charge you for any replacement additional equipment. You will have received certain software in the equipment at the point of activation of your services , and other software programs we may deliver to the equipment from time to time, which the equipment will automatically accept.
You may use this software solely in executable code form and solely in conjunction with the equipment. You must not use any unauthorised software on the equipment.
Certain equipment we provide to you may also be accompanied by separate software intended for installation on other devices within your home. If you install this software on such devices, the terms of use of the software will be governed by an end user licence agreement, which you must accept before you install the software.
We and our suppliers retain title to and ownership of the software for the equipment we provide to you and all intellectual property rights in and on that equipment.
TiVo Inc. We reserve the right to automatically enable any additional and separate bandwidth on the equipment we provide in order to offer a separate wireless local area network Wi-Fi Hotspot for other customers in the local area to connect to as long as this does not adversely affect the services we provide to you.
You are responsible for and must pay the charges for the services as set out in our price guides see www. All payments by you should be made to Virgin Media Payments, who will provide you with all necessary payment handling services for Virgin Media. Virgin Media Payments agrees to collect and process all payments made by you to it promptly and ensure that they are applied in settlement of the charges to which they relate.
Virgin Media Payments may charge you a separate service fee for collecting and processing such payments as provided in paragraph I. We can change the charges as set out in paragraph K. You can read more about this in paragraph N. You must ensure that your payments are received by Virgin Media Payments by the due date for payment shown on your bill. If you do not pay your bills on time, you may need to pay interest or other charges for your default as set out in our price guide s. We may also suspend or cancel the services and charge you the costs of debt recovery proceedings to recover any debt you owe under this agreement.
Reminders will normally be sent for late bill payments. Some parts of the services may enable you to access third party content and services some of which may require you to accept additional terms and which may be subject to additional fees for example a subscription you may have to access an organisation's TV streaming service , and you agree that you and not us are responsible for paying any charges from such other organisations while using the services.
Where third party services you receive have been added at your request to your Virgin Media bill, you agree to pay Virgin Media Payments for such charges in the same way as for all other charges on your bill. Under this agreement , if you ask for any changes to the services provided by us, these changes will be reflected by adding or removing proportionate amounts to your first bill after the change and to your payments every month after that. You may choose to pay your bills by cash, cheque, credit or debit card, or by Direct Debit.
For further information on how to pay your bill please visit the Help and Support website by clicking here. Virgin Media Payments will provide you with payment handling services and unless you pay by Direct Debit you agree that Virgin Media Payments may charge you a separate payment handling charge for processing your payment which will be set out in the price guides. If any cheque or Direct Debit of yours is cancelled or is not cleared by your bank or building society, we are entitled to charge you a default fee and the provisions of paragraphs I.
We will bill you electronically via E-billing, and you must provide us with a valid and current e-mail account to which we will send your bills. You may choose to receive a paper bill instead. If you choose a paper bill, we may charge you an additional amount for this service, which we will tell you about when you request the change. The accuracy of the e-mail address you provide to us for E-billing purposes is entirely your responsibility.
We reserve the right to refuse use of the E-billing service to anyone for any reason whatsoever, or to modify or discontinue permanently or temporarily the E-billing service to you or all recipients, in our reasonable discretion. You shall remain fully responsible and liable to pay any bills of which notification has been sent to the e-mail address you have specified whether or not:.
Due to the nature of the internet and the need from time to time to update, upgrade and maintain the E-billing service , we cannot guarantee uninterrupted access to the E-billing service. If you want to change any of the services agreed to, we may charge you a fee. We will notify you of the amount of any such charge when you request the change. We are entitled to carry out credit checks on you at any time. This will be done by making searches about you at credit reference agencies who will supply credit information about you, as well as information from the Electoral Register.
The agencies will record details of the search, whether or not the application goes ahead. We may use credit-scoring methods to assess the application and to confirm your identity. We and other companies may use credit searches and other information which is provided to us, or the credit reference agencies, about you and those to whom you are linked financially if credit decisions are made about you, or other members of your household.
This information may also be used to trace debt and manage your account and to reveal information on your payment history to the usual credit agencies. Your details will be checked with fraud detection agencies and if false or inaccurate information is provided and fraud is identified, details will be passed to fraud prevention agencies.
Law enforcement agencies may access and use this information. We and other organisations may also access and use this information to prevent fraud and money laundering, for example, when: checking details on applications for credit and credit-related or other facilities; managing credit and credit-related accounts and facilities; recovering debt; checking details of proposals and claims for all types of insurance; checking details of job applications and employees.
We and other organisations may access and use from other countries the information recorded by fraud prevention agencies. You have a legal right to these details. If at any time before or during the term of this agreement you fail to meet the credit conditions required by us, we may do the following as long as it is reasonable for us to do so:. You must provide promptly and accurately all the information which may be needed so that we and Virgin Media Payments can perform our respective obligations under this agreement.
You must also tell us immediately if any of your details change. Your personal information may be used for the purposes set out in this agreement and our Privacy Policy for so long as you are a customer and for as long as is necessary for such purposes after we cease providing the services to you. If you do not pay your bills for the services then we reserve the right to transfer your debt to a third party in which case your personal information will also be transferred to that third party for it to use in connection with the recovery of your debt.
Such third party will take such action to recover your debt as it considers appropriate and will not be acting on behalf of or to our instructions.
Please take time to read our Privacy Policy and our Cookies Notice which apply to the use of your personal and other information by Virgin Media and its group companies but which do not form part of these terms and conditions.
We may need to change our Privacy Policy and Cookies Notice from time to time. Our latest Policies will always be posted the Virgin Media website. To make sure you are always getting the best possible customer service, we may monitor and record phone conversations you have with our teams.
We may monitor any content or material transmitted over our network, including email and internet communications, where required by law or an enforcement authority, or as part of any actual or potential criminal or suspected fraudulent activity. You may add to or reduce your services including the content you receive on the television service from time to time by contacting our customer services team.
If you ask us to add any extra services or any extra content or bundles of content to the television service , you agree to accept such additional content or bundles of content for at least the minimum period that applies to it. If you ask us to reduce your tier of services within the minimum period for that service , we may ask you to pay an early disconnection fee depending on the service being reduced and the remaining length of the minimum period.
Any changes to the services under this paragraph do not give rise to a new agreement, even if you agree a new minimum period. Subject to paragraph N. We may withdraw your chosen services package for commercial or operational reasons or if we are unable to continue providing it for matters beyond our reasonable control. If the package we have decided to remove causes the price you pay to increase we will also give you notice of the change s at least 30 days before the changes take effect and you may cancel the services affected in accordance with paragraph N.
Any changes to our monthly charges will be published by us on the Virgin Media website and we will also give you notice of the change s at least 30 days before the changes take effect and you may cancel the services affected in accordance with paragraph N.
We may suspend or reduce any of the services , immediately without notice for as long as the suspension event persists if:. In these cases, we will normally contact you and try to resolve the issue where reasonably possible.
However, where applicable we may make a charge to reflect our costs in connection with suspending and starting supply of the services again. You must pay this charge before you can use the services again. You may also be liable for all charges for services during this period of suspension. We may also suspend any of the services for as long as the suspension event persists, immediately without notice if:.
If the services are reduced and not suspended because paragraphs L. For your and our protection we can also suspend the services if the number of calls or charges for calls made by you has increased to such an extent that it appears, in our reasonable opinion, that the services are not being used in a manner consistent with reasonable residential domestic use.
We will make reasonable efforts to contact you before suspending the services but we are not liable for any loss you may suffer through this suspension. We will not provide the services again until we are satisfied that you know of the increased usage and are aware of the consequences of that increased usage.
We may also:. If you have ordered any of the services online, by telephone or from an agent attending at your home and have entered into a new contract with us you have a statutory right to cancel an order for those services within the cooling off period , which is 14 days from the latest of:.
We may choose to offer an enhanced cooling off period from time to time, and will inform you of this at the time of your purchase if this is the case. You may not cancel a Pay-Per-View programme once you have begun to stream or download it.
By streaming or downloading a Pay-Per-View programme you consent to us making the programme available to you immediately and agree to waive your statutory right to a 14 day cooling off period during which you may cancel this purchase. We will provide confirmation of this to you immediately prior to streaming or downloading the Pay-Per-View programme.
Call costs from other networks and mobiles may vary ;. If you cancel the services during the cooling off period , we will refund to you all payments received from you, including the costs of any delivery for any equipment you ordered, except for costs and charges set out in paragraphs M.
If you cancel an order for equipment , we will automatically cancel your order for the services unless you inform us otherwise.
If you cancel during the cooling off period you must return promptly any equipment which you have been provided, using the returns method provided with the equipment or any other method we advise. You will be responsible for the costs of returning the equipment to us and we may charge you our direct return costs including by offsetting this against any money we owe you as part of any refund.
We will also charge you for non-returned equipment. For more information, please see our price guides for details on these charges and process. We will make any refunds due to you for exercising your rights to cancel during the cooling off period subject to any deductions due to us within 14 days, starting the day after we are informed that you wish to cancel. We will make any refund using the same method of payment you used to pay us. You can provide notice and end this agreement under this provision by:.
Call costs from other networks and mobiles vary ; or. If you end this agreement in accordance with paragraph N. If you ask us to end supply of services during the relevant minimum period except when you cancel during the cooling off period as described in Section M above, or under paragraphs N. If you break this agreement and we end this agreement under Section P including for non-payment of charges within the minimum period , you may have to pay to Virgin Media Payments an early disconnection fee in respect of the cancelled services by way of compensation to us for ending the services early i.
Still in contract? Call us: Sometimes addresses can be written in different formats. Please select your address from this list Can't find your address? Can't find your address? Phone number optional. How much is my Early Disconnection Fee? Need Help? Volt M Fibre Broadband. Phone only packages. M Fibre Broadband and Talk Weekends offer price. Volt broadband and phone. Broadband and TV packages. Volt broadband and TV.
Early Disconnection Fees are calculated on an individual customer basis, for example, if your bundle includes an additional Virgin Phone Talk Plan or channels, so we are unable to provide you with an exact amount for your particular Early Disconnection Fee on our website. If you contact us to cancel part or all of your services we will tell you your actual Early Disconnection Fee.
To find further details of our Early Disconnection Fees, including guidance to help you estimate your likely Early Disconnection Fee, click here. Check service status. Get help. Sign in. It looks like you are using an out of date version of your browser - due to enhanced securityrequirements protecting customers, we will no longer support this browser version as of June and you will need to update it in order to access virginmedia.
0コメント