Freestyle Customer FAQ's

Freestyle Customer FAQs

Thank you for your Freestyle order!

Good things are about to happen…

Signing your agreement is as easy as 1, 2, 3

Before we can deliver your new device or devices, you need to sign your Consumer Credit Agreement. It’s a simple process, and to make things even easier we’ve outlined everything you need to do right here.

Check out our short video or read the handy guide below for help along the way.

1. Check your emails and follow the link to your agreement

You should have received two emails. The first email has the subject line 'Thanks for your order’. It confirms your order and lets you know when we plan to deliver*. The delivery date will remain the same as long as you sign your agreement before 6:30pm on the day you received the emails.

The second email has the subject line ‘How to complete your order with Virgin Media’. It contains legal information about your contract and a link where you can view and sign your Agreement.

Click on the link in the second email "Pre-Contract Credit Information documents and Credit Agreement".

*If you placed your order by phone, the first email may take a couple of hours to arrive. If you placed your order via our website it may take up to 48 hours.

Step 2: Sign in to the Digital Signature website

You should now be on a new page to sign in to the Digital Signature website. In the first box enter the last 4 digits of the bank account you used to set up your loan Direct Debit.

Our website will then ask you to complete a CAPTCHA test. Tick the box where it says ‘I’m not a Robot’. You might be shown an image puzzle too. For example, you might be asked to identify all the images of houses with a tree in the front garden.

Step 3: Read and accept the Terms & Conditions

Scroll down and read the terms and conditions. When you’ve read to the end, tick the box next to ‘I have read the Terms & Conditions and accept them’. Obviously you should only do this if you accept them!

Once you’ve read and accepted the T’s and C’s, press ‘Click to Sign’.

You’re all done!

Thank you! Your agreement has now been signed and your shiny new device or devices will be winging their way to you soon.

We'll now send you two confirmation emails: one to confirm your order has been dispatched, and one with your Direct Debit Guarantee, which also confirms the date when your first Direct Debit payment will be taken.

Oh, and as a reminder, when you set up a Freestyle Contract, you have two Direct Debits: one for your device and one for your minutes, texts and data. These are shown separately on your bank statement.

Haven't heard from us?

If you're still waiting on those emails to arrive, it might be a good idea check your spam folders or click on 'all' mail folders. Still haven't got them? Just call our team on 0345 6000 789* and ask for Freestyle Support. We'll help you get to the bottom of it!

* Please note standard charges apply, please check with your network operator for rates.

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