Switching Credit 250

Eligible broadband customers on a 24‑month contract can continue to claim up to £250 in Switching Credit. This credit is available to customers who join Virgin Media from another provider and have had to pay an early disconnection fee to their previous supplier.

Eligible customers will still have 60 days from the activation of their services to submit their claim.

Please note customers taking Essential Broadband, a student contract, MyRates or a rolling contract are not eligible for this offer.

➡️ How it works:

Eligible customers will receive an email within 48 hours of placing their order with instructions to claim their switching credit up to £250. They will need to send us their final bill from their previous provider and the credit value is based on the actual early termination charges they paid to their previous provider. Once their Virgin Media services are activated, customers will have 60 days to submit their claim. The switching credit will be applied to their Virgin Media bill after their cooling-off period ends. Important: Virgin Media does not pay the customer’s early disconnection fee to their old provider directly. Customers must settle any outstanding balance with their previous provider themselves.

Why is it happening? Quite simply, the Switching Credit offer has outperformed expectations.

It’s helped remove one of the biggest barriers for customers thinking about switching, early exit fees, and as a result, we saw a significant increase in completed sign‑ups and improved conversion rates across the board. Its success during the trial period showed us just how valuable it is, both for customers and for growth.

Extending the offer allows us to build on that success and continue driving high‑quality demand. By relaunching our Switching Credit offer alongside a refreshed set of strong Pay-Tv bundle deals, we’re perfectly positioned to capture these customers at exactly the right moment.

When is it happening? We’ll be extending this offer until further notice.

What do I need to do? Fixed Sales teams:

You can proactively talk to all customers about the Switching Credit offer making sure to explain the eligibility criteria and how to claim and, as it won’t be marketed this time, it’s especially important to use it to help convert prospects who are currently tied into contracts with other providers.

✅ What to say:

If a customer is leaving another provider and expects to pay any Early Disconnection Fees, they’ll likely be eligible for a switching credit of up to £250.

You don’t need to process anything yourself, just explain the offer and help set the right expectations, such as:

Switching Credit will be applied to the Virgin Media bill. We will not pay a customer’s early disconnection fee with their previous provider for them. It is their responsibility to settle their previous account. We will not apply the switching credit during the customers’ cooling-off period. Once we have confirmed a customer’s eligibility, their credit will be applied to their VM account within 28 days. Eligible customers can claim up to a maximum of £250 credit, based on the value of any early disconnection fees they have paid to their previous provider (whichever is lower). 📩 What happens next:

After placing their order, customers will receive an email within 48 hours explaining how to submit proof of their Early Disconnection Fee charges from their previous provider. The customer needs to reply to the email they receive and attach the final bill from their previous provider showing the early disconnection fee. The final bill must include all pages and must show all the following information: Full Name, Address, and a clearly itemised final bill amount which includes the early disconnection fee. Fixed Care & Retentions teams:

Customers may contact us with questions about the switching credit or whether they’re eligible. You should follow the guidance in Information Centre or Knowledge Hub to help you support customers.

📩 What happens after they order:

If eligible, customers will receive an email within 48 hours of placing their order. They need to reply to that email and attach their final bill from their previous provider showing the Early Disconnection Fees. This reply automatically creates a ‘Switching Credit’ task in CJM. The Consumer Processing team will handle these cases and apply any credit due. 🛠️ What you can do:

If no Switching Credit task exists in CJM, Care agents can create one by following process flows which are in the Knowledge tools. If the customer cannot reply to the offer email, you need to transfer the customer to the Containment Team who can then apply the credit using the correct credit codes. Remember to follow BAU complaint process if the customer expresses dissatisfaction. Please note: When raising a complaint, the ‘Switching Credit’ option needs to be selected to categorise the CJM case correctly. Refer to the Knowledge tools for further guidance. ✅ Setting expectations:

If a customer is switching from another provider and expects to pay an Early Disconnection Fee, they’ll likely be eligible for up to £250 switching credit.

Make sure to set clear expectations with the customer and guide them to check their offer email for next steps.