There are three ways to cancel your contract with Virgin. Find out how to cancel your Virgin Mobile contract, including exit fees, notice periods and keeping your Virgin number.

Cancel Virgin Mobile ContractIf you've decided you want to end your Virgin Mobile contract, there are three different ways you can cancel your contract with them. The best way to cancel your Virgin Mobile plan depends on whether you're planning to join another network. It also depends on whether you'd like to keep your Virgin phone number, or whether you'd like to start afresh with a new one on your next mobile network.

In this article, we'll discuss the three different ways to cancel your contract with Virgin Mobile. We'll discuss the Virgin Mobile PAC Code process, the Virgin Mobile STAC Code process and Virgin Mobile's standard cancellation process. We'll also discuss any early exit fees and notice periods that might apply when ending your contract through each of the three methods. Finally, we'll share a couple of tips on how you might be able to avoid paying these extra charges.

Cancelling Your Virgin Mobile Contract

There are three ways to cancel your contract with Virgin Mobile. Please select the option that best applies to you:

How To Cancel Your Virgin Contract: The Three Different Ways

The following table shows a side-by-side comparison of the three ways to cancel your Virgin Mobile contract:

Virgin Cancellation ProcessJoining New Network?Cancellation MethodNotice Period & Charges*
PAC Code Yes (with number)Online, SMS or phoneNot required
STAC Code Yes (without number)Online, SMS or phoneNot required
Standard Cancellation NoPhone30 days' notice is required

* If you're within the minimum term of your contract, early exit fees from Virgin will apply on all three cancellation methods.

Read on to find out more about each cancellation process, including all the steps you'll need to take to cancel your contract with Virgin Mobile.

PAC Code Cancellation

Virgin Mobile
The most common way to cancel your contract with Virgin Mobile is by following the PAC Code process (also known as the Porting Authorisation Code process). This is the cancellation method you should normally use if you're leaving Virgin Mobile to join another mobile network. You’ll take your phone number with you to the new network when following the PAC Code process.

You can get a PAC Code from Virgin Mobile in one of the following three ways:

  1. Online: You can get a PAC Code from Virgin by logging in to the Virgin Mobile Account website.
  2. By Text Message: You can get a Virgin Mobile PAC Code sent to you via SMS text message. Text PAC followed by your date of birth in DD/MM/YYYY format to 65075 to receive a PAC Code from Virgin.
  3. By Phone: You can get a PAC Code by calling Virgin Mobile. To do this, call them on 789 using your Virgin handset. Alternatively, dial 0345 6000 789 from any other phone. You'll need to call during Virgin's opening hours (Monday-Friday 8am-11.59pm, Saturday 8am-11.59pm, Sunday 8am-11.59pm).

For step-by-step instructions on following the PAC Code process, please select the mobile network that you’re planning to join:

PAC Code Finder: Transfer Your Virgin Mobile Phone Number To Another Network

Select your new mobile network:

  More Options

The PAC Code process is closely regulated by Ofcom (the UK's telecommunications regulator). You can therefore get a PAC Code from Virgin Mobile in three different ways: either online, by text message or phone call.

There's no need to give 30 days' notice to end your contract with a PAC Code. Providing you're outside the minimum term of your contract, Virgin Mobile can only charge you up until the date when your PAC Code is used. If you're inside the minimum term of your contract, early exit fees may still apply.

STAC Code Cancellation

Virgin Mobile's STAC Code cancellation process (Service Termination Authorisation Code) is also used when you're moving to another mobile network. However, with a Virgin STAC Code, you'll start afresh with a different phone number on your new mobile network.

For step-by-step instructions on how to follow the Virgin Mobile STAC Code process, please select the mobile network that you're planning to join:

STAC Code Finder: Leave Virgin Mobile Using A STAC Code

Select your new mobile network:

  More Options

Like the PAC Code cancellation process, the STAC Code process is also closely regulated by Ofcom. Compared to Virgin's standard cancellation process, the advantage of using a Virgin Mobile STAC Code when you're outside the minimum term of your contract is that Virgin will only be able to charge you up until the date your STAC Code is used (a 30-day notice period does not apply). If you're within the minimum term of your contract, an early exit fee may still apply.

Virgin Mobile Standard Cancellation

Virgin's standard cancellation process should only be used when you're not joining another mobile network. With the standard cancellation process, you'll need to call Virgin Mobile to tell them you want to end your contract. A 30 day notice period will then apply, over which you'll need to continue paying your normal monthly line rental.

Because the standard cancellation process involves a lot more hassle (including a phone call to Virgin customer services) and because it requires you to give 30 days' notice, we'd always recommend using the PAC Code or STAC Code process to cancel your contract where possible. In fact, you can simply order a free Pay As You Go SIM card from any mobile network (you'll then be able to follow the PAC Code or STAC Code process).

You can request a standard cancellation by calling Virgin Mobile customer services on 789. This is available from Monday-Friday 8am-11.59pm, Saturday 8am-11.59pm, Sunday 8am-11.59pm.

If you're cancelling your contract within the first 14 days, you may still be within Virgin's cooling off period. In this case, early termination charges might not apply.

Early Exit Fees on Virgin

If you're inside the minimum term of your contract with Virgin Mobile, you'll need to pay something called an "early termination charge" (ETC) or "early exit fee". This will essentially pay off the remainder of your contract.

On Virgin Mobile, you’ll need to pay an Early Disconnection Fee if you leave your contract during the minimum initial term. This is approximately 44% of your monthly plan cost, multiplied by the number of months you have remaining on your contract.

The following worked example is given on the Virgin Mobile website:

An Early Disconnection Fee will be approximately 44% of your monthly plan cost multiplied by the number of months you have left on your contract, after your 30 day notice period. This is calculated as follows:

Early Disconnection Fee = (Monthly Charge – Monthly Discount) * Remaining Months * 44%


A customer has a 24 month Pay Monthly contract costing them £20 per month, with a monthly discount of £5. They are in the 18th month of their contract and have 6 months left until their minimum term ends.

This customer requests to disconnect, they will pay their normal monthly charge of £15 for their 30 day notice period, plus following Early Disconnection Fee:

= (£20 – £5) * 5 * 44%
= £33.00

Giving a total of £48.00

The % multiplier used to calculate the Early Disconnection Fee is reviewed by Virgin Mobile on a quarterly basis. For this reason, it may change slightly from time-to-time.

You can find out the early termination charge that applies to your contract by texting INFO followed by your date of birth in DD/MM/YYYY format to 85075.

An early exit fee will apply regardless of whichever cancellation process you follow. If it's likely you'll need to pay an early cancellation charge, consider the alternatives here that will allow you to side-step those charges (e.g. upgrading your mobile phone outside of the existing contract with Virgin, or using apps and accessories to improve the coverage at home).


If you're stuck within the minimum term of your Virgin Mobile contract, there may be alternatives to cancelling it (e.g. perhaps changing your handset outside of the Virgin Mobile contract or finding other ways to improve your coverage from Virgin).

If you'd like to reduce the size of your Virgin mobile phone bill, there may also be some alternative networks that will offer you a cheaper deal but with the same level of coverage as Virgin.

Changing Your Handset

If you're wanting to upgrade to a newer smartphone, you can follow the PAC Code or STAC Code cancellation process when moving to another mobile network.

If you're stuck within the minimum term of your Virgin Mobile contract, it's likely this would trigger an early termination charge. To avoid this, consider keeping your existing Virgin Mobile contract but changing your handset outside of it.

You can buy an unlocked SIM-free smartphone from retailers like Amazon, John Lewis and Argos. Your existing SIM card will slot inside the new handset, allowing you to use the remaining months on your contract. When your existing Virgin Mobile contract finally comes to an end, you can then switch to a lower-cost SIM-only deal.

Poor Virgin Mobile Coverage

If you'd like to cancel your contract due to poor mobile coverage from Virgin, it's likely that an early termination charge would still apply if you're inside the minimum term of your contract.

To avoid paying an unnecessary early termination fee, look to see if you're able to improve the coverage from Virgin. For instance, it might be possible to use a feature like Wi-Fi Calling for better indoor coverage on Virgin Mobile.

In addition, it's worth contacting Virgin customer services to see if anything else can be done to improve the coverage where you live. You can reach them by calling 789 from your Virgin mobile phone. For instance, there might be upcoming work scheduled in your area to improve the strength of the signal. Alternatively, Virgin Mobile might be able to provide you with apps or accessories to improve the coverage where you live.

Alternatives to Virgin Mobile

Virgin Mobile CoverageIf you're fairly happy with the coverage you get on Virgin Mobile, you could consider getting a cheaper SIM-only deal that also piggybacks on EE coverage.

On ASDA Mobile, BT Mobile, EE and Plusnet Mobile, you'll get the same coverage as you currently get on Virgin Mobile. This is because all five mobile networks use coverage from EE.

You can use the following the interactive search tool to find an alternative to Virgin Mobile that also uses EE coverage:

How much data do you want on your plan each month?

How long are you willing to commit for on a contract?

Which networks would you be happy to take a plan from?

Showing 53 of 53 price plans that match your criteria

Plusnet MobileUnlimitedUnlimited4GB£7.00
1 month
Plusnet MobileUnlimitedUnlimited3GB£7.00
1 month
ASDA Mobile300Unlimited2.5GB£7.00
No contract
Virgin MobileUnlimitedUnlimited8GB£8.00
12 months
Virgin MobileUnlimitedUnlimited3GB£8.00
24 months
Plusnet MobileUnlimitedUnlimited8GB£9.00
1 month
Virgin MobileUnlimitedUnlimited2GB£9.00
12 months
ASDA Mobile600Unlimited7GB£10.00
No contract
Virgin MobileUnlimitedUnlimited5GB£10.00
24 months
Virgin MobileUnlimitedUnlimited4GB£10.00
12 months
No contract
No contract
No contract
Virgin MobileUnlimitedUnlimited20GB£12.00
12 months
Virgin Mobile5,000Unlimited8GB£12.00
24 months
Virgin MobileUnlimitedUnlimited6GB£13.00
12 months
BT MobileUnlimitedUnlimited3GB£13.00
12 months
Virgin MobileUnlimitedUnlimited10GB£14.00
24 months
Virgin MobileUnlimitedUnlimited8GB£14.00
12 months
Virgin MobileUnlimitedUnlimited10GB£15.00
12 months
ASDA Mobile1,000Unlimited10GB£15.00
No contract
No contract
No contract
Virgin Mobile2,500Unlimited20GB£16.00
24 months
BT MobileUnlimitedUnlimited12GB£17.00
12 months
Virgin MobileUnlimitedUnlimited30GB£18.00
24 months
Virgin MobileUnlimitedUnlimited20GB£18.00
12 months
12 months
Virgin MobileUnlimitedUnlimited100GB£20.00
24 months
18 months
BT MobileUnlimitedUnlimited30GB£20.00
12 months
Virgin MobileUnlimitedUnlimited25GB£20.00
12 months
No contract
ASDA MobileUnlimitedUnlimited12GB£20.00
No contract
Virgin MobileUnlimitedUnlimited50GB£22.00
12 months
12 months
18 months
BT MobileUnlimitedUnlimited100GB£25.00
18 months
Virgin MobileUnlimitedUnlimited100GB£25.00
12 months
18 months
12 months
BT MobileUnlimitedUnlimited40GB£25.00
12 months
No contract
ASDA MobileUnlimitedUnlimited15GB£25.00
No contract
No contract
Virgin MobileUnlimitedUnlimitedUnlimited£27.00
24 months
18 months
Virgin MobileUnlimitedUnlimitedUnlimited£30.00
12 months
BT MobileUnlimitedUnlimited100GB£30.00
12 months
No contract
No contract
18 months
18 months

For more information, see our full guide to mobile networks that use EE coverage.

More Information

For more information, read our in-depth guide to early exit fees and how to transfer your phone number to another network. You can also see the Virgin Mobile website for information about cancelling your contract.

Your Comments 373 so far

We'd love to hear your thoughts and any questions you may have. So far, we've received 373 comments from readers. You can add your own comment here.

  • Syed Haider said:

    i am outside UK in a non EU Country. I want to cancel my air time plan rolling contract. I cannot call on 789 to cancel my contract. If i enable my mobile data then it will be too costly. I have emailed Virgin mobile support team but there is no response. Is there any other cheaper method to contact Virgin mobile support team ?

    • Hi Syed,
      You can use Virgin’s online web chat to get in touch with them. Alternatively, you can dial +44 345 6000 789 from outside the UK (consider using a VoIP service like Skype as this will allow you to call the UK at much lower rates than roaming).

  • I have been desperately trying to cancel my Virgin Mobile contract since BEFORE my phone was even delivered, well within the cooling off period, but it has been impossible for me to get through due to short-staffing caused by the health crisis. Is anyone having similar problems?

    • Dean Barrett replied:

      I phoned customer service back in November and got told my contract cancelled. Came to realise it hadn’t actually cancelled so phoned again at the end of January , I was very nicely trying to explain to the lady I wanted to speak to a Manager as I shouldn’t have been charged and she hung up on me , I made a complaint and didn’t hear back from them…. I phoned again in February and got told it was now cancelled but I have to pay from November because I hadn’t given them 30 days notice… Still didn’t cancel they started charging me more for a larger Data per month contract… I can’t get in contact with anyone.
      I thought BT was bad , this company is the absolute worst I have ever dealt with..

  • Helen Riley said:

    I have a bundle package with vm & decided to get a mobile contract with them. Signed the agreement on the 26th of jan & received an email it would be delivered on the 27th. It didn’t arrive until 6pm on the 28th!! The phone was faulty so I contacted vm & we agreed a new delivery swap for Friday 31st!! Phone never arrived.. so I called only to be told that it hadn’t gone through??? Vm then had to raise an ID card so I didn’t receive my replacement phone until the 7th of February. When I contacted vm regarding my contract which I signed on jan 26th & info on my 14 day get out clause & also the payments that were taken from my direct debit. I ended up being told I have a good as new (refurbished) phone that I’m paying £972 over 36 months for but where is my legal right regarding goods that are not fit for purpose & also my 14 day get out clause!!

    • Helen Riley replied:

      I queried this with vm but was not given answers to my questions as the the girl was obviously reading from text book. She also said if I stopped interrupting she would try to explain but her explanation was only covering vm legal rights & not giving me mine?? I have an email stating they have fallen short of there policy to me but have only offered to reimburse me £37 which is what I paid for a phone I hadn’t even received. To add insult to injury when I looked they’ve only given me £25.50 credit!!!

Load more comments (12)

Leave a Reply