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.
The legal stuff
Freestyle Contracts: Based on either a 24 or 36 month interest free Consumer Credit Agreement provided by Virgin Media Mobile Finance Limited and a 30 day rolling Pay Monthly Airtime Contract with Virgin Mobile Telecoms Limited. Credit check & payment by Direct Debit required. You must pay off your loan in full in order to upgrade your handset. 0% APR Representative. Prices shown require eBilling. For paper bills add £1.50 per month.
Virgin Media Limited is an appointed representative of Virgin Media Mobile Finance Limited, which is authorised and regulated by the Financial Conduct Authority (Financial Services Register number: 626215)
*Standard charges apply, please check with your network operator for rates.
SIM Only and handset airtime contracts: So that you can access our best offers we won’t always show a full list of our Handset and SIM Only plans that are available to buy. If you would prefer one of our standard offers please click here to view and buy.
General: Phones subject to availability. Each July your airtime plan will increase by the Retail Price Index (RPI) rate of inflation announced in April of that year. We’ll give you 30 days’ notice of the exact increase. Plans include UK calls to UK landlines (01, 02, 03) & UK mobile networks. Calls & texts to mobiles in Jersey, Guernsey and Isle of Man are not covered by your inclusive monthly usage allowance. UK texts and data only. Speeds experienced will vary by device and location.
Calls to service numbers: The cost of calling 084, 087, 118 and 09 is formed of a combined access and service charge: we set the access charge and the company you’re calling set the service charge. Your access charge for these numbers will be shown on your bill and is currently 36p per minute for Pay As You Go and 58p per minute for Pay Monthly. The service charge will be advertised by the company that you are calling.
Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are free from mobiles. Calls to 070 numbers will cost 75p per minute.
Pay Monthly SIM Only: 12 month contract applies.
Pay As You Go: JAM Packs are valid for 30 days from the point of purchase or until used if sooner. Packs will auto-renew every 30 days if the customer account has sufficient airtime balance. Your existing pack will auto-renew unless you have cancelled it or have told us that you wanted to change it. 3G data only. Minutes for UK landlines (beginning 01, 02, 03) & UK mobile networks. Person-to-person UK texts only (delivery notifications excluded). UK allowance of minutes, texts and data can be used in the EU at no extra cost subject to Fair Use limits. Register online to change packs, top-up and make the most out of Virgin Mobile, visit virginmobile.co.uk/youraccount.
Nokia: HMD Global Oy is the exclusive licensee of the Nokia brand for phones and tablets. Nokia is a registered trademark of Nokia Corporation. All images used are for illustrative purpose only.
Mobile Broadband: Usage amounts given as example only. Credit check and payment by Direct Debit required. 30 day rolling or 12 month contract. If you cancel during the contract you will incur an early disconnection fee. Data bundle is for use within the UK only. Access and speeds are subject to network coverage. Voice-Over-Internet Protocol is not supported. If your use exceeds your monthly allowance you will be charged at the out-of-bundle rate of £3 a day per GB for each day that you use data. Roaming charges apply to your use outside the UK. Pay Monthly terms of service apply. Mobile WiFi device required with upfront fee of £39.99. For full terms and conditions visit virginmobile.com/legalstuff.
Virgin Media Connect App: Requires iOS 9 or later and Android 5 or later. Virgin Mobile customers: the app will work in a device where a Virgin Mobile SIM is present and setup has been completed. Virgin Fibre customers: the app will work on a device where setup has been completed using My Virgin Media account details. Virgin Fibre customers can use up to 7 devices on Virgin Media WiFi at any one time. For setup: Mobile data connection required for Virgin Mobile customers. Internet (Mobile data or WiFi) connection required for Virgin Fibre customers. UK only. Experience varies by location and number of users. It is not always possible to guarantee that we will be able to offer this app on every device, platform and operating system version or variant. Terms and conditions apply.
Guaranteed next day replacement: Applies to all claims accepted before 6pm Sunday to Friday.
Money back 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. Prepaid packaging will be provided to post it back. Pay As You Go customers will be charged for any airtime used according to our Pay As You Go tariff. Pay Monthly customers will be charged for any airtime used. Calls and texts prior to return will be charged at 31p per minute and 13p per text.
UK’s Best Value Network: Virgin Media awarded "Best Value Network" at 2014,2015 and 2016 Mobile Choice Consumer Awards, decided by public vote among readers of Mobile Choice magazine. Results announced in October each year and valid for one year.
Faster average 4G speed: Based on Ookla’s analysis of Speedtest Intelligence data from 01/04/18 to 30/06/18. Ookla trademarks used under license and reprinted with permission.
F-Secure with Virgin Mobile offer: Not available on BlackBerry. Current retail price £79.99, see https://onlineshop.f-secure.com. Up to 5 devices. Ends after 12 months unless you opt to continue.
MMS messaging: MMS messages to some providers/networks may be delivered by our partner service BICS and will require the recipient to download the content of the message.
Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff
Spending Caps: In line with EU Legislation, spending caps are now available to all pay monthly customers who have joined or re-contracted with Virgin Media on or after 24 September 2018. Spending caps can be added when you join/re-contract with Virgin Media and will take effect immediately or from your next bill cycle if implemented at a later stage. Increasing or removing your cap will take effect immediately, but any reduction in spending cap will take effect from your next bill cycle. Any changes will be confirmed via text. Spending caps will not override the credit limit. Upon reaching 80% of your spending cap, you will receive a notification by SMS. Once the spending cap has reached 100%, you will receive a further SMS notification and no further out-of-bundle charges can be applied to your account (in-bundle services and access to emergency numbers will remain unaffected). Usage-related charges (including but not limited to calls or texts to premium or international numbers or roaming outside of the EU) count towards the cap; one-time charges (including but not limited to late payment fees and paper bill charges) do not count towards the cap. Caps available to all new and re-contracting customers. View and change your cap through Virginmedia.com. See spending Cap Policy at virginmedia.com/legalstuff.
Welcome to Virgin Media Protect, brought to you by Asurion
Virgin Media Protect consists of:
- Mobile phone insurance covering loss, theft and damage (please see the Insurance Terms and Conditions below for further details).
- Mobile Rescue, the app and helpline that connects you to Tech Experts who can help with your phone frustrations (please see the Mobile Rescue Terms and Conditions of Use below for further details).
Payment is collected in a single monthly premium by Asurion Europe Limited. If either the insurance or the Mobile Rescue is cancelled, the other is cancelled automatically.
Insurance Terms and Conditions
Nobody likes reading the small print, but to avoid any surprises, please:
- Read the insurance Terms and Conditions in full so you know what’s covered, what’s not and how to claim
- Block any lost or stolen device as soon as you discover it’s missing by calling Virgin Media on 0345 030 3291* to protect against unauthorised calls
- Make a claim, ideally within 30 days of discovering that your device is damaged or missing by submitting a claim 24/7 at www.virginmedia.com/protect or by calling us on 0345 030 3291*
- Pay the excess fee to complete your claim for a replacement device which may be refurbished to ‘as new’ standard. The excess fee was confirmed in your welcome pack and you can call us at any time to check it
- Comply with our reasonable instructions, including switching off or uninstalling any apps which prevents our access to remove data from the claimed for device
- Return any damaged or faulty device in the pre-paid packaging provided with your replacement – or you’ll be charged a non-return fee (based on the value of the non-returned model)
iPhone XS: Save £72 with Apple iPhone Xs: Saving based on overall value of Consumer Credit Agreement, previously £72 higher. Monthly price includes 36 month Freestyle plan at £28 per month (for handset) plus £13 30 day rolling airtime plan (includes 30GB data, 5000 mins and unlimited texts). Offer ends 03/02/2020.
Save £108 with iPhone 11: Saving based on overall value of Consumer Credit Agreement, previously £108 higher. Monthly price includes 36 month Freestyle plan at £23 per month (for handset) plus £6 30 day rolling airtime plan (includes 1GB data, 1000 mins and unlimited texts). Offer ends 03/02/2020.
Huawei P30: Huawei Freebuds 3 included.
Huawei Nova 5T & Freebuds 3: Save £72 with Huawei Nova 5T & Freebuds 3: Saving based on overall value of Consumer Credit Agreement, previously £72 higher. Monthly price includes 36 month Freestyle plan at £13 per month (for handset) plus £6 30 day rolling airtime plan (includes 1GB data, 1000 mins and unlimited texts). Offer ends 03/02/2020.
Save £72 with Samsung A50: Saving based on overall value of Consumer Credit Agreement, previously £72 higher. Monthly price includes 36 month Freestyle plan at £8 per month (for handset) plus £6 30 day rolling airtime plan (includes 1GB data, 1000 mins and unlimited texts). Offer ends 03/02/2020.
SIM Only offers
2GB for £6 SIM Only plan: Allowance continues as long as you remain on the same plan. Offer ends 03/02/20. Terms and conditions apply.
8GB for £9 SIM Only plan: Based on £6 discount on our 8GB plan (usually £15). Increased allowance continues as long as you remain on the same plan. Offer ends 03/02/2020. Terms and conditions apply
25GB for £15 SIM Only plan: Based on £5 discount on our 25GB plan (usually £20). Increased allowance continues as long as you remain on the same plan. Offer ends 03/02/2020. Terms and conditions apply.
All other offers
Refer a Friend: You must have your friend's permission to share their details with Virgin Media. We will use their details to contact them about this offer only. Friend must purchase through the link we send them (not through another channel) within 30 days of receipt to qualify. Reward paid by BACS within 30 days of the end of your friend’s 14-day customer satisfaction guarantee (CSG) period. Reward not payable if friend cancels purchase in CSG period.
Data Rollover: Unused data from your inclusive monthly allowance will be added to next month’s allowance (Rollover Data). Rollover Data is used ahead of your monthly data. Unused Rollover Data expires at the end of that monthly allowance period. Data add-ons excluded. 4G plans only.
Data-free Messaging on WhatsAapp, & Facebook Messenger & Twitter: Standard UK messaging (video, picture, audio) does not deplete data allowance. Live video streaming & Voice & video calls excluded. 4G plans only. When monthly allowance via standard data usage is £3/day per GB. We welcome new messaging partners to this service.
Flexible Plans: Change your airtime plan up or down without penalty at any time during your contract. New allowance and price applies from your next monthly billing cycle until you switch again.
Roam Like Home: Fair use policy applies. See virginmedia.com/legalstuff
Unlimited Data/ Minutes/ Texts for cable customers: Unlimited plan is for Virgin TV, fibre or home phone customers only, includes unlimited data, and unlimited minutes and texts allowance to inclusive UK numbers for as long as you remain a Virgin TV, fibre or home phone customer. Includes UK calls to UK landlines (01, 02, 03) & UK mobile networks. Jersey, Guernsey and Isle of Man mobiles excluded. UK texts and data only. Acceptable use policy applies.
Virgin Media Freestyle Trade Up Terms and Conditions
Please read the following terms and conditions carefully. You should understand that by placing an order to Trade Up you agree to be bound by these terms and conditions. It is recommended you take note of your IMEI number before you Trade Up in case there are any potential problems with your order. Please see the FAQ for help on how you find your device’s IMEI number
1. What is Freestyle Trade Up?
1.1. Trade up is a service that allows existing Virgin Media Freestyle customers (“you”) to upgrade to a new phone early by using the value in one old phone (a “Device”) to pay off your existing active Freestyle consumer credit agreement (your “Freestyle Loan”) with Virgin Media Mobile Finance Limited governed by the Consumer Credit Act 1974 (“Trade Up”).
1.2. You are able to Trade Up any valid Device; it does not need to be the Device associated to your existing Freestyle Loan.
2. Who Provides Trade Up?
2.1. The Trade Up services are operated for and on behalf of Virgin Media Limited (registered no. 03707644) at Media House, Bartley Wood Business Park, Hook, Hampshire RG27 9UP (“Virgin Media”) by West One Technology Limited (registered no. 3608228) at 153 Brooker Road, Waltham Abbey, Essex En9 1JH (“West One”) (together “we”, “us” or “our”).
3.1. To place a Trade Up order, you warrant:
(i) you are a resident in the United Kingdom;
(ii) that you are an existing Virgin Media customer with an active Freestyle Loan with Virgin Media Mobile Finance Limited;
(iii) you are the owner of the Device or have obtained express consent from the rightful owner to Trade Up the Device;
(iv) the Device is not subject to any previously agreed trade in or Trade Up arrangement;
(v) the Device was not purchased from Virgin Media within 30 days prior to placing the Trade Up order; and
(vi) the Device is not stolen or listed with us or a third party as stolen.
3.2. As part of the eligibility process, we will check the Device with CheckMEND, from the suppliers of IMMOBILISE as used by UK Police forces to trace stolen and missing property. If the Device fails any due diligence check we may notify the relevant police authority and we may pass the Device and your details to them and the Device Quote as defined in section 4 below will not be used to settle your Freestyle Loan.
4. Placing your Trade Up order
4.1. To determine the value of your Device, when placing your order you shall provide a true and accurate description of the Device, including but not limited to the following information:
(i) the correct brand/make, model and IMEI number of the Device you wish to Trade Up; and
(ii) the condition of the Device that you wish to Trade Up, which shall be classed as either: (a) a working device, which means all features of the Device are in good working order and condition, there is no physical damage to the exterior (e.g. to the buttons or screen) or water damage, the device is able to make/receive calls and SMSs, its battery is included and is able to maintain charge and power up (“Working Device”); or (b) a non-working device, which means a Device that is not fully functional (e.g. does not power up, has a damaged screen, case or buttons or has water damage) but includes a battery, is not crushed or bent; has no missing components (“Non-Working Device”).
The Device’s Trade Up value (“Device Quote”) shall be solely determined by Virgin Media, West One or a third party based on the make a model of the Device.
Device chargers and accessories may not be returned with your Device and hold no monetary value. They shall not form part of the condition and cannot be used to complete the Trade Up process. Such Device chargers and accessories will not be returned to you; therefore we recommend you carefully check the contents of your package before returning it to us.
4.2. Once a Trade Up order is placed, the Device Quote shall be valid for up to 14 calendar days to enable you to complete your order. If the Device arrives after 14 calendar days from the date the Trade Up order is placed, the Device Quote shall be updated – see section 5.1(ii).
4.3. You will be sent a free postage pack via Royal Mail after placing your order; this will normally arrive 2-3 working days after your Trade Up order has been placed. We do not accept responsibility for lost, stolen, late or damaged postage packs containing your Device. Proof of sending is not is not proof of receiving.
4.4. If we don’t receive your Device after 28 calendar days, your Trade Up order will be cancelled. For the avoidance of doubt, your current active Freestyle Loan and any new Freestyle Loan are separate and shall continue to be payable as normal and in line with your recently advised payment schedule.
4.5. Important Information prior to Trade Up:
(i) By placing your order and sending your Device, you will be unable to cancel your order.
(ii) Please remove any SIM card and any accessories, including without limitation memory cards, prior to Trade Up. We shall not be liable for any consequences of you not removing the SIM card or accessories, including any charges then occurred. You shall continue to be responsible for such charges; and
(iii) We strongly encourage you to backup and store elsewhere any data stored on the phone any memory card, including but not limited to images, messages and videos, on the Device that you wish to retain before to Trade Up. We will not be liable for any damage, confidentiality, loss or erasure of any such data, including personal data, or for any consequences of you not removing your data, including use or disclosure of such data.
5. Trade Up contributing to your Freestyle Loan
5.1. Once your order has been received, we shall, in our absolute discretion, determine whether the description of the Device when the Trade Up order is placed, is an accurate and true description of the Device received:
(i) If it is determined to be a true and accurate description, the Device Quote shall be used to part settle/settle your existing active Freestyle Loan.
(ii) If it is determined to not be a true and accurate description or if the Device is received after 14 calendar days from the Trade Up order and the value has subsequently changed, then the Device Quote shall be invalidated and a new revised quote (“Revised Value”) will be offered to you to part settle/settle your Freestyle Loan. You shall be notified of such Revised Value by e-mail and you shall have 5 calendar days from the issue of the Revised Value to either accept or reject the Revised Value. If you do not accept or reject the Revised Value, we shall assume you accept the Revised Value and this will be used to part settle/settle your existing active Freestyle Loan. If you do reject the Revised Value, we shall return the Device back to you free of charge. You have 14 calendar days from your acceptance or rejection of the Revised Value to cancel your new Freestyle Loan.
5.2. For the avoidance of doubt, the Device Quote or, if accepted, the Revised Value shall only contribute to your existing Freestyle Loan. Any outstanding amount on your existing Freestyle Loan remains payable in line with your recently advised payment schedule until paid off completely. This balance can be paid by contacting Virgin Media and making a debit or credit card contribution.
5.3. Payments in relation to your existing Freestyle Loan will not be taken for up to 30 calendar days from the date your Trade Up order was placed to allow us to process your order. After 30 calendar days, your payment shall resume and a revised payment schedule will be sent to you by email.
5.4. If the Device Quote or Revised Value is higher than the balance of your existing Freestyle Loan, a credit for the difference between the Device Quote Value or Revised Value and the outstanding balance of the Freestyle Loan shall be paid into the bank account, used to pay your existing Freestyle Loan monthly payments, within 10 working days.
6. Privacy and Data Protection
6.1. Where applicable, any data collected during the course of the Trade Up services will be processed and stored wholly in accordance with applicable data protection laws and regulations. The Promoter will use reasonable endeavours to ensure no data will be processed or stored outside the EEA or by third party organisation, except for the administration of the Trade Up services.
6.2. By placing a Trade Up order with us, Virgin Media and/or West One may use your personal information to contact you about special offers about goods and services that may be of interest to you.
6.4. We reserve the right to modify these terms and conditions from time to time. If we make changes to the term and conditions of this Agreement, then we will notify and make available such revised terms and conditions.
6.5. Ownership of the Device shall only pass to us once we have received the Device and when the Device Quote or Revised Value has been accepted and payment has been dispatched to you.
6.6. Subject to 7.6, in no event shall West One, Virgin Media, their affiliates, directors employees, agents or licensors, be responsible or liable for direct, indirect, special or consequential damages, arising in any way out of the Trade Up Services, including but not limited to, (a) any technical difficulties or equipment malfunction (whether or not under Virgin Media or West One’s control); (b) any theft , unauthorised access or third party interference; (c) any part the Trade Up order or after order process that is late, lost, altered damaged or misdirected (whether or not after receipt by Virgin Media or West One) due to any reason beyond the reasonable control of Virgin Media or West One; (d) any tax liability incurred in connection with the Trade Up; or (e) use of the Trade Up services.
6.7. By placing your Trade Up order, you agree, to the extent permitted by applicable laws, and except as provided herein, to release and hold Virgin Media and West One harmless from any and all liability whatsoever for any injuries, losses or damages of any kind arising from participation in or in connection with the Trade Up including without limitation, acceptance, receipt use and/or misuse of the Trade Up services.
6.8. Virgin Media and West One reserve the right to invalidate any Trade Up order where there is suspected fraudulent use of the Trade Up services.
6.9. Nothing in these terms and conditions his agreement shall limit or exclude West One’s or Virgin Media’s liability for death or personal injury resulting from our negligence and any other liability that cannot be excluded or limited by English law.
6.10. We are not liable or responsible for the failure to perform the Trade Up services, if in any way the Trade Up services are not capable of being conducted as reasonably anticipated due to any reasons beyond our reasonable control, including without limitation the act of default of any third party supplier and/or our compliance with any applicable law or regulations.
6.11. This agreement and any dispute or claim arising in relation to the same shall be governed and construed in accordance with English Law and is subject to the exclusive jurisdiction of the courts of England.
- I’ve had a text from Virgin Media about my loan account. How do I know this is really from you?
The SMS sender will clearly say VirginMedia and the content of the message will include your name and account information like your account balance.
Our text will say “Hi, First name” and includes your account balance and loan agreement number (the first 4 numbers will be starred out).
The message also has a link to our secure pay website at https://pay.virginmedia.com/
If any of this information is missing or something doesn’t seem right, please don’t click the link. Instead, call us on 0345 234 0753.
- How do I know the link is secure?
Before clicking the link, please check it begins https://pay.virginmedia.com/, followed by a sequence of letters and numbers.
If any of this information is missing or something doesn’t seem right, please don’t click the link as this may not be from us. Instead, call us on 0345 234 0753.
- I’ve clicked on the link. How do I know it’s a secure site and what happens next?
You should notice the padlock symbol in the address bar of your browser. If you don’t see the padlock, don’t enter any details. Instead, call us on 0345 234 0753.
If you’re happy to continue, enter your postcode, including the space. This should be the postcode attached to your loan agreement number. When it’s verified, your account number and amount owed will be shown.
Next enter your payment details. If the payment is successful, a message will be displayed and you’ll receive another text message to confirm.
- What message will I see when I’ve made my payment?
You’ll see a message within 20 minutes that says: “Got it! Your payment of £XX.XX for your agreement no. XXXXXXXXX has gone through. Your receipt number is XXXXXXXXXXXXXXXXX Thank you!”
- What card types do you support?
You can make Debit Card payments via the link e.g. Visa Debit Card, MasterCard Debit Card, and Maestro Card.
You will not be able to pay via Credit Card via this link.
- What’s the minimum amount I can pay?
The minimum payment amount is £3.
- What’s the maximum payment allowed?
The maximum payment you can make is £3000.
- What happens if I make a Partial Payment?
You may receive a 2nd link to complete the payment for the outstanding balance, 2 days after the original payment.
- When will the payment be applied to my account?
Payments will show on your loan account the following working day.
- How will the payment be shown on my bank statement?
Virgin Media Mobile FI.
- How long is the link in the SMS accessible?
The link in the message we send you will stay active for 6 days. After that, the link will expire.
- How many payment attempts can I try?
You can attempt to make a payment 3 times. After that the link will be deactivated.
If your payment fails or you get an error message, please call us on 0345 234 0753 to make a payment.