Virgin Media Protect with Mobile Rescue

Insurance for your mobile with a handy app and a helpline to sort
your fiddly phone problems in a flash.

Protect your phone from theft, loss or damage. Enjoy your new phone, worry free. Virgin Media has teamed up with Asurion to bring you great phone insurance from Virgin Media Protect plus technical support to help with your phone frustrations with the Mobile Rescue app and helpline.

Simply sign up for Virgin Media Protect when you take any Pay Monthly phone and you’ll be covered if something happens to your phone, plus you have the added protection of a next day replacement1. Find out more details below.

Once you’ve got your new phone you’ll quickly be able to sort any fiddly phone problems in a flash with Mobile Rescue. Back up your photos, sync your mobile contact or connect your wireless headphones.

Oh, and just so you know, Virgin Media Protect is administered by Asurion Europe Limited. The insurer is Liberty Mutual Insurance Europe Limited. Mobile Rescue is provided by Asurion Soluto Europe Limited.


Great cover

You're covered against loss, theft, damage and breakdown outside warranty, both in the UK and worldwide. Your replacement phone2, which could be refurbished to 'as new' standard, can be sent to any UK address and comes with a 24 month warranty. A pre-paid envelope will be included in the package with your new phone for you to send back your damaged or faulty phone. You'll need to return it within 15 days of receiving your replacement3. Exclusions and limitations apply, see above for full Terms and Conditions.


Quick replacements

It's super quick with Virgin Media Protect you get next-day replacement1 for your phone when your claim's accepted before 8.30pm Monday to Friday and 2.30pm on weekends. For claims made outside of these times, you'll receive your 'as new' replacement phone within 2 days. If your replacement is delayed let Asurion know and you'll get a one-off payment of £20 to your bank account within 30 days. Pretty good, right?


Monthly premiums

Monthly premiums and claim excess fees depend on the value of your phone, and we'll tell you what it costs when you sign up for your mobile. There are four tiers and they all give the same comprehensive cover:

  • £4 with a £20 claim excess fee
  • £6 with a £40 claim excess fee
  • £8 with a £60 claim excess fee
  • £10 with an £80 claim excess fee

Mobile Rescue

Virgin Media Protect comes with Mobile Rescue, the app and helpline that connects you to real people who can help with your phone frustrations. If you need tips for backing up your photos, can't sync your contacts or are struggling to connect your wireless headphones Mobile Rescue’s tech experts will take care of your problem.

They're real people with real expertise, who'll sort out your fiddly phone problems in a flash. The app gives you a quick and easy way to connect with a tech expert – you can click-to-chat live, or click-to-call from the app.

The Mobile Rescue app is compatible with phones running Apple or Android – click the links to download it from your app store.

If you have a different phone you can use the Mobile Rescue helpline instead by calling 0800 068 4192, which is free if calling from the UK. Call charges apply when calling from abroad. To find out more about the cost of using your phone abroad, click here.

See the Mobile Rescue Terms and Conditions for further information.

Read app End User Licence Agreement (EULA) and Privacy policy.


How to claim

Before you do anything, if your phone is lost or stolen, make sure you call Virgin Media on 0345 6000 7896 to get it blocked or +44 7953 967 967 if you're abroad. Also don't forget to report any stolen phone(s) to the police and get a crime reference number.

Make a new claim online

Continue with an existing claim

Make a new claim by phone:

Call the Virgin Media Protect team at Asurion: 0345 030 32914

Please have a debit or credit card ready to pay your claim excess fee.

When you claim for any lost or stolen device, your original device will be blocked (if you haven’t already done this) before sending out a replacement5. Asurion won't be able to complete your claim until you agree to the blocking of your original device. Once your claim is completed only Asurion can unblock that device.

You should get a decision about your claim right away. If your claim's approved before 8.30pm Monday – Friday and 2.30pm at weekends you'll get your replacement phone to you the next day. For claims made outside of these times, you’ll receive your 'as new' replacement phone within 2 days5.


How to cancel Virgin Media Protect

You can call the Virgin Media Protect team at Asurion to cancel at any time. If you cancel within 28 days from the day you entered the contract you’ll be refunded for any charges paid within 30 days. If you cancel after 28 days, cover will finish at the end of the paid-for period and you will also no longer have access to Mobile Rescue from this date.

Call: 0345 030 32914
Email: virginmedia@asurion.com
Write to: Virgin Media Protect, PO Box 71012, London, W4 9FW to cancel your policy using the cancellation form.

Download cancellation form


Virgin Media Protect and Mobile Rescue FAQs

Getting insurance

Can I buy insurance at any time?
No. You can only sign up for Virgin Media Protect at the time you buy your phone. Sorry.
Can I cancel my insurance any time?
Yes. If you cancel within 28 days from the day you entered the contract you’ll be refunded for any charges paid within 30 days. If you cancel after 28 days, cover will finish at the end of the paid-for period and you will also no longer have access to Mobile Rescue from this date. Just email virginmedia@asurion.com, write to Virgin Media Protect, PO Box 71012, London, W4 9FW or call 0345 030 32914 or use the cancellation form above.

Mobile Rescue

What is Mobile Rescue?

Mobile Rescue is an app and helpline which gives you phone tech support and helps you fix fiddly phone problems in a flash. It's just the thing if you need help backing up your photos, can't sync your mobile contacts or you’re struggling to connect your wireless headphones. They're real people with real expertise, who'll sort out your fiddly phone problems in a flash.

You'll also get handy tips and messages to keep your new phone running smoothly, like notifications if you're running out of storage space and suggestions on ways to extend your battery life.

Mobile Rescue is provided by Asurion Soluto Europe Limited.

How can I get support from Mobile Rescue?

The app gives you a quick and easy way to connect with a tech expert – you can click-to-chat live, or click-to-call from the app.

The Mobile Rescue app is compatible with phones running Apple or Android – click the links to download it from your app store.

If you have a different phone you can use the Mobile Rescue helpline instead by calling 0800 068 4192, which is free if calling from the UK. Call charges apply when calling from abroad. To find out more about the cost of using your phone abroad, click here.

Will I be charged for using the Mobile Rescue app or helpline?

Mobile Rescue comes with your Virgin Media Protect insurance cover and there is no charge to download the app

If you are not connected to Wi-Fi you’ll incur data costs for using the 'click-to-call' and click-to-chat features. These will be charged at your normal Virgin Media rates or deducted from your allowance

If you use the app from abroad when you are not connected to Wi-Fi, you will also incur data costs - how much will depend on where you are. To find out more about the cost of using your phone abroad, click here.

Calling the Mobile Rescue helpline 0800 068 4192 is free if you're calling from inside the UK. Call charges apply when calling from abroad. To find out more about the cost of using your phone abroad, click here.

When is Mobile Rescue available?
Mobile Rescue is available 8am-9pm Monday to Friday, and 9am – 6pm on weekends. (Closed Bank Holidays).
Is there a limit on how much I can use the service?

No. You can use it as much as you like and get tech support wherever you are by either using the app or contacting us via our helpline.

Virgin Media Protect comes with Mobile Rescue, so you'll no longer have access to Mobile Rescue if your policy is cancelled.

Mobile Rescue is provided by Asurion Soluto Europe Limited.

Please see the Terms and Conditions, End User Licence Agreement and Privacy Policy in the Terms and Conditions section.

Making a claim

If my phone breaks, can it be repaired?

Sorry. That's not an option. If your claim is accepted it will be replaced with a refurbished or new one instead. You’ll receive a replacement phone of the same make and model, or as close to this as possible, which will be delivered to you the next day if your claim’s approved before 8.30pm Monday – Friday and 2.30pm on weekends.

For claims made outside of these times, you’ll receive your 'as new' replacement phone within 2 days.

All refurbished phones come with a 24 month warranty. Exclusions and limitations apply, see above for further Terms and Conditions.

Can I cancel my claim if I find my phone?

Absolutely! You can cancel any time. If your replacement phone is already on its way, you can refuse delivery, and it'll be returned to Asurion and your excess fee refunded.

If you find your phone after you've received your replacement, you'll need to return the replacement phone to Asurion, unopened and in the original packing with the seal unbroken.

To return it, simply pop it in the prepaid envelope provided when Asurion sent your replacement. Make sure you ask for proof of postage and confirmation of the weight of the parcel at the Post Office (which is free). This means you're covered if anything happens to it in the post. Don’t forget to call Asurion to advise them you’ve found your phone and that you’re returning the replacement and want to cancel your claim. Once Asurion receive the replacement phone, they'll refund the claim excess fee to you.

My replacement phone isn't working. What now?
If you're having trouble with your replacement phone, just call 0345 030 32914
What happens if I miss the delivery of my replacement phone?
There'll be two attempts at delivery of your replacement. After that, you'll have to get in touch with DPD the courier, to rearrange delivery. But don’t worry it's easy.
Will my replacement phone be the same as my original phone?
Like-for-like replacement of your original phone is a priority. But, if it isn't possible, an alternative make or model with similar features will be sent to you.
Will my replacement phone be brand new?
You'll get a phone that's refurbished to 'as new' standard. There's no 'new for old' guarantee though.
How does my replacement phone work?
If you'd like to know more about your new phone, or you've been sent a different model that's got new features and functions, you'll find everything you need to know here or you can get help with the Mobile Rescue app and helpline.
Can I cancel Virgin Media Protect?

Yes. If you cancel within the first 28 days and haven't made a claim, Asurion will refund any monthly cost paid. Otherwise, you can cancel Virgin Media Protect at any time and your cover and access to Mobile Rescue will finish at the end of the last month paid.

Asurion will cancel Virgin Media Protect and Mobile Rescue when you cancel your airtime contract, after 5 years from when you take out your policy, or when you complete 2 claims in any 12 months.

Making a complaint (Virgin Media Protect)

What do I do if I want to complain about Virgin Media Protect (administered by Asurion)?

You can call, email or write to Asurion to complain at any time. If they can't resolve your complaint right away, they'll email or write to you within five working days to outline their next steps. If the issue still isn't resolved within two weeks, Asurion will contact you again to keep you up to speed on what’s happening. See below details of how to contact them.

Call: 0345 030 32914 Open 8am-9pm Monday-Friday, 9am-6pm weekends (closed Bank Holidays)
Email: virginmedia@asurion.com
Write: Virgin Media Protect, PO Box 71012, London, W4 9FW

If you're not happy with the outcome of your complaint or Asurion haven't given their final response within 8 weeks of you raising your complaint, you can contact The Financial Ombudsman Service (FOS):

Call: 0800 023 4567 (Freephone) or 0300 123 91234
Email: complaint.info@financial-ombudsman.org.uk
Write: Exchange Tower, London, E14 9SR

You need to contact the FOS within 6 months of receiving Asurion's final decision. The service is free and Asurion are bound by any decision the Financial Ombudsman reaches. This won't affect your statutory rights or prejudice your right to take subsequent legal proceedings. See financial-ombudsman.org.uk for more details.

40345 030 3291 is open from 8am-9pm Monday-Friday and 9am-6pm at weekends (Closed Bank Holidays). Calls to 03 numbers cost the same as calls to UK landlines starting 01 and 02.

Making a complaint (Mobile Rescue)

What do I do if I want to complain about the Mobile Rescue service (provided by Asurion)?

If you're not happy with the Mobile Rescue service you can call, email or write to Asurion to complain at any time. If they can't resolve your complaint right away, they'll email or write to you within 5 working days to outline our next steps. If the issue still isn't resolved within two weeks, Asurion will contact you again to keep you up to speed on what's happening. See below details of how to contact them.

Call: 0800 068 4192 (Freephone) (or call via the App) Open 8am-9pm Monday-Friday, 9am-6pm weekends
Email: virginmedia@asurion.com
Write: Virgin Media Protect, PO Box 71012, London, W4 9FW


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