It's easy changing your broadband provider between BT and Virgin Media. Find out how in our step-by-step guide.

Whether you're changing your broadband provider from BT to Virgin Media, or from Virgin Media to BT, it's a straightforward process. Start by letting us know in which direction you'd like to change your provider:

Are you switching from BT to Virgin Media, or from Virgin Media to BT?

You can follow the instructions below if you're switching from BT to Virgin Media Broadband.

Are you switching from Virgin Media to BT instead? Tap for instructions.

Step 1: Check your BT cancellation fee

To start with, check whether a cancellation fee will apply for ending your BT broadband service.

If you’re already outside the minimum term of your contract with BT, there will be no cancellation fees for ending your BT broadband service. You’ll simply pay for your usage of the BT broadband service up until the date that the service is cancelled.

If you’re still within the minimum term of your contract with BT (i.e. the initial 12 months, 18 months or 24 months you signed up for), an early exit fee will apply for ending your BT broadband service. This is typically 82.5% of the remaining monthly charges for the rest of your contract. You can get a quote for what this exit fee will be by calling BT customer services on 0800 800 150. Alternatively, there’s more information on how to calculate it within our guide to cancelling BT.

If you’re not sure when your current BT broadband contract comes to an end, you can check by logging in to My BT and going to the My orders section. You’ll find the contract end date within the terms of your previously signed BT Broadband contract.

If you have a BT TV subscription, this will be cancelled automatically along with your BT Broadband service. Meanwhile, if you have a BT Mobile plan, you can keep this but you’ll lose the £5 monthly discount for being a BT Broadband customer.

Step 2: Order your Virgin Media Broadband service

To progress with your broadband switch from BT to Virgin Media, go to Virgin Media’s website to order your new Virgin Media broadband service.

For more information, select the type of broadband service you're planning to switch to on Virgin Media:

At present, Virgin Media offers a range of home broadband plans including the following:

ServiceAverage SpeedContract LengthUpfront PriceMonthly Price
Virgin Media
M50 Fibre
54Mbps download18 month contract£0£28/month
Virgin Media
M100 Fibre
108Mbps download18 month contract£0£34/month
Virgin Media
M200 Fibre
213Mbps download18 month contract£0£40/month
Virgin Media
M350 Fibre
362Mbps download18 month contract£0£46/month
Virgin Media
M500 Fibre
516Mbps download18 month contract£0£52/month
Virgin Media
Gig1 Fibre
1104Mbps download18 month contract£35£66/month

See all Virgin Media Broadband Deals →

During the online order process, Virgin Media will give you an expected download speed as well as a minimum guaranteed speed for your service. Both of these will be specific to your address. Virgin Media will also give you a go-live date for your new broadband service. To minimise any overlap in service, you should time the cancellation of your old BT broadband service so it ends on the date your new Virgin Media service starts.

If you'd like to keep your current home phone or landline number, remember to provide this phone number when ordering your broadband package from Virgin Media. As long as you do this, Virgin Media will arrange for your phone number to be moved over to their service. Note that Virgin Media doesn’t always provide a landline with their service so this will only be possible if your package includes a home phone service.

Once you've ordered your service from Virgin Media, remember to contact BT to cancel your old home broadband service. If you forget to contact BT, your old BT broadband service will continue to run and you'll continue paying the bill for both services at the same time.

Step 3: Plug in your Virgin Media Hub on the go-live date

In advance of your broadband service switching over, Virgin Media will send you a new Virgin Media Hub through the post. Most Virgin Media customers will receive a Hub 3 router. Alternatively, you’ll get a Hub 4 if you sign up to Gig1 fibre broadband.

On the go-live date for your Virgin Media broadband service, you can expect your broadband service to stop working for a couple of minutes. When this happens, it'll be time to plug in your new Virgin Media Hub. There'll be instructions inside the package on how you can set up the new Virgin Media Hub.

Your new Virgin Media Hub will initially be configured with a different Wi-Fi network name (SSID) and password. On all of the devices that were previously connected to your BT router, you'll therefore need to sign in again to the Wi-Fi network using the new details provided by Virgin Media. For instance, you may need to log in again on your laptop, tablet, smartphone, smart TV and other smart home devices.

Alternatively, if it's too much hassle setting up Wi-Fi again on all of your devices, you can log in to Virgin Media Hub administration screen to change the Wi-Fi network details back to what you had before on BT.

If you’re using a Wi-Fi repeater or a mesh networking solution such as BT Whole Home Wi-Fi or Google Nest Wi-Fi, you’ll need to set it up again at this point to work with your new Virgin Media Hub.

Step 4: Return or recycle your old BT router

Once your Virgin Media broadband service goes live, you should ensure your old BT broadband service has been cancelled. You’ll receive a final bill from BT following the cancellation, which will reflect your usage of their service up until cancellation.

After the transfer of your service to Virgin Media, you may need to return your old hub to BT:

  • If you signed up to BT Broadband after the 13th December 2019, you’ll have 60 days to return your old BT Broadband Hub. A fee of around £50 will be charged if you fail to return it.
  • If you signed up to BT Broadband before the 13th December 2019, you can decide what to do with the old hub. You’re encouraged to return it or recycle it if possible to minimise electronic waste.

Alternatively, if you bought your own equipment through BT’s online store, it’s yours to keep and there’s no need to return it.

If you’re still using a BT-provided e-mail address, this will stop working 60 days after you cancel your BT Broadband service. If you’d like to keep it, you’ll need to pay for BT’s Premium Email service which costs £7.50/month for up to 11 email addresses. Email addresses provided by BT end with @btinternet.com, @btopenworld.com or @talk21.com.

Virgin Media also offers an e-mail service for their broadband customers. However, we'd typically recommend signing up for a free email provider instead (such as Gmail or Outlook.com). These free email services aren’t linked to your broadband provider so you can easily change your broadband service again in the future with a lot less hassle.

Start your switch from BT to Virgin Media →

More Information

Please see the Virgin Media website for more information about switching to their broadband service.

You can follow the instructions below if you're switching from Virgin Media to BT Broadband.

Are you switching from BT to Virgin Media instead? Tap for instructions.

Step 1: Check your Virgin Media cancellation fee

To start with, check whether a cancellation fee will apply for ending your Virgin Media broadband service.

If you’re already outside the minimum term of your contract with Virgin Media, there will be no cancellation fees for ending your Virgin Media broadband service. You’ll simply pay for your usage of the Virgin Media broadband service up until the date that the service is cancelled.

If you’re still within the minimum term of your contract with Virgin Media (i.e. the initial 12 months, 18 months or 24 months you signed up for), an early exit fee will apply for ending your Virgin Media broadband service. This early cancellation fee will depend on your Virgin Media plan and what products you have. However, you can expect it to be in the region of £30.54 to £50.46 per remaining month on your contract (capped at a maximum of £240 across all of your Virgin Media products). You can get a quote for what this exit fee will be by calling Virgin Media customer services on 0345 454 1111. Alternatively, there’s more information on how to calculate it within our guide to cancelling Virgin Media.

If you’re unsure when your Virgin Media service comes to an end, log in to your Virgin Media online account and go to My Bills followed by View Contract. Alternatively, this information should also be listed on your bills from Virgin Media.

If you also want to cancel other Virgin Media services like TV and mobile, you should tell them you’d like to do this when talking to them on the phone.

Step 2: Order your BT Broadband service

To progress with your broadband switch from Virgin Media to BT, go to BT’s website to order your new BT broadband service.

For more information, select the type of broadband service you're planning to switch to on BT:

At present, BT offers a range of home broadband plans including the following:

ServiceAverage SpeedContract LengthUpfront PriceMonthly Price
BT
Fibre Essential
36Mbps download24 month contract£10£24.99/month
BT
ADSL Broadband
10Mbps download24 month contract£10£26.99/month
BT
Fibre 1
50Mbps download24 month contract£0£27.99/month
BT
Fibre 2
67Mbps download24 month contract£0£29.99/month

See all BT Broadband Deals →

During the online order process, BT will give you an expected download speed as well as a minimum guaranteed speed for your service. Both of these will be specific to your address. BT will also give you a go-live date for your new broadband service. To minimise any overlap in service, you should time the cancellation of your old Virgin Media broadband service so it ends on the date your new BT service starts.

If you'd like to keep your current home phone or landline number, remember to provide this phone number when ordering your broadband package from BT. As long as you do this, BT will arrange for your phone number to be moved over to their service.

Once you've ordered your service from BT, remember to contact Virgin Media to cancel your old home broadband service. If you forget to contact Virgin Media, your old Virgin Media broadband service will continue to run and you'll continue paying the bill for both services at the same time.

Step 3: Plug in your BT Smart Hub on the go-live date

In advance of your broadband service switching over, BT will send you a new BT Smart Hub through the post. Most customers will be sent the original BT Smart Hub. However, if you signed up for BT Complete Wi-Fi or BT Halo, you’ll be sent a BT Smart Hub 2 router instead.

On the go-live date for your BT broadband service, you can expect your broadband service to stop working for a couple of minutes. When this happens, it'll be time to plug in your new BT Smart Hub. There'll be instructions inside the package on how you can set up the new BT Smart Hub.

Your new BT Smart Hub will initially be configured with a different Wi-Fi network name (SSID) and password. On all of the devices that were previously connected to your Virgin Media router, you'll therefore need to sign in again to the Wi-Fi network using the new details provided by BT. For instance, you may need to log in again on your laptop, tablet, smartphone, smart TV and other smart home devices.

Alternatively, if it's too much hassle setting up Wi-Fi again on all of your devices, you can log in to BT Smart Hub administration screen to change the Wi-Fi network details back to what you had before on Virgin Media.

If you’re using a Wi-Fi repeater or a mesh networking solution such as BT Whole Home Wi-Fi or Google Nest Wi-Fi, you’ll need to set it up again at this point to work with your new BT Smart Hub.

Step 4: Return or recycle your old Virgin Media router

Once your BT broadband service goes live, you should ensure your old Virgin Media broadband service has been cancelled. You’ll receive a final bill from Virgin Media following the cancellation, which will reflect your usage of their service up until cancellation.

Once you’ve changed your broadband service to BT, you’ll need to return your old Virgin Media equipment. This inclues your Virgin Media Hub, along with your Virgin TV set-top box if you have one.

If you’re using a Virgin Media email address, this will be closed 90 days after you cancel your Virgin Media broadband service. It isn’t possible to keep your email address after cancelling your service. Email addresses provided by Virgin Media may end in @virginmedia.com, @blueyonder.co.uk, @ntlworld.com or @virgin.net.

BT also offers an e-mail service for their broadband customers. However, we'd typically recommend signing up for a free email provider instead (such as Gmail or Outlook.com). These free email services aren’t linked to your broadband provider so you can easily change your broadband service again in the future with a lot less hassle.

Start your switch from Virgin Media to BT →

More Information

Please see the BT website for more information about switching to their broadband service.

Alternatively, for further information, read our in-depth guides to switching broadband provider or cancelling your home broadband service in the UK.

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