Shopping with us

• Buying a phone online
• Delivery
• Payment
• Our 14 day Customer Satisfaction Guarantee
• Our full 24-month warranty
• Our commitment to excellent service
• How we listen to you
• The Direct Debit guarantee
• Our online shopping terms and conditions

Buying a phone online

It couldn't be easier.

After a Pay Monthly contract? 

Pick your phone, then choose your tariff and we'll help you set up your Direct Debit online. Find out how to pay.

Or prefer to Pay As You Go?

Grab any phone you fancy and pay by credit or debit card online. You'll be able to start using our great value Pay As You Go tariff as soon as your phone arrives. Plus, if you make loads of calls to other UK networks, you can add an airtime bundle too.

Delivery

When is it delivered.

• Ordering a phone? We'll do our best to deliver to UK addresses within 24 hours, any day except Sundays and public holidays. If the next 24 hours isn't good for you, you can ask us to deliver any day in the next 21 days.
• SIM cards and orders for accessories only are delivered by first class post.
• To protect your goods we only deliver your items to the UK address to which your form of payment (debit card, credit card or direct debit) is registered. 

How it's delivered.

• If your order contains a phone it'll be delivered by secure courier. So that we know that it's arrived safe and sound we must have a signature upon delivery.
• Ordered a SIM card or accessory on its own? It'll be delivered by Royal Mail, first class.

What it costs.  

• Orders that contain a phone cost £7.99 per order.
• Orders for Pay As You Go or Pay Monthly SIM cards or accessories cost just 99p per order.

Payment

Please note that for payments by card for products ordered on our website, the name on the card must match the owner of the phone account. If this isn't possible for you please visit one of our high street stores where we'll be very happy to help.

Our 14 day Customer Satisfaction Guarantee

Our 14 day Customer Satisfaction Guarantee lets you exchange your joining pack or phone for a different one of the same value or get a full refund, less any airtime you’ve bought. We'll even send you prepaid packaging to post it back.

If you Pay As You Go you'll be charged for any airtime you have used according to our Pay As You Go tariff.

If you Pay Monthly you'll be charged for any airtime you have used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.

If you bought it direct from us or through the web:

• Give our team a call on 0845 6000 789
• We’ll send you some prepaid packing to post it back
• Send us your phone - 'as new' in its original packaging, with proof of purchase

If you bought it from a shop:

• Return the phone to the shop - as new as in its original packaging, with proof of purchase

This is an additional benefit that doesn't affect your statutory rights. Just check out our 14 day Customer Service Guarantee if you need clarification on anything.

Our full 24-month warranty

If your new phone or mobile broadband device goes wrong in that period and it's covered by the warranty, we'll do all the legwork for you to get it fixed. If you do need a replacement phone or mobile broadband device, we may provide you with one that's 'as new'. If your phone or mobile broadband device isn't covered, we'll advise you on what to do. However, if your phone or mobile broadband device was not bought direct from Virgin Media, a different returns policy may apply. Please check direct with the store. Full terms and conditions are set out below.

Our commitment to excellent service

We're committed to providing you with great service.
So to help ensure you always receive the service you expect, Virgin Mobile has joined the CISAS scheme. This is an independent body set up to help resolve any problems with your service, if the need arises. For more information, you can visit www.cisas.org.uk

How we listen to you

We value all our customers and all their feedback, whether it’s good or bad.

If any of our customers do have any complaints, we do our best to resolve them as soon as possible. All emails are acknowledged immediately, with a personal reply sent within 24 hours. Letters are answered within 4 days, but usually sooner.

We'll continue corresponding with our customers to keep them up to date with what’s happening, but this isn’t usually necessary - 95% of all our replies confirm that their problem’s been resolved!

The Direct Debit guarantee

• If an error is made by Virgin Media or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid. This guarantee is offered by all banks and building societies that take part in the Direct Debit Scheme.
• The efficiency and security of the scheme is monitored and protected by your own bank or building society.
• If the amounts to be paid or the payment dates change, you'll be notified seven working days in advance of your account being debited or as otherwise agreed.
• You can cancel a Direct Debit at any time by writing to your bank or building society. You'll also need to send a copy of your letter to us. We'll send a copy of this guarantee as part of your confirmation letter.

Our online shopping terms and conditions

Looking to buy  Virgin Media goodies online? Fantastic, you might like to check out our online shopping terms and conditions if you need clarification on anything.