My Virgin Media
My Virgin Media is the account portal and app you use to pay your bill, run a speed test, report a fault, change package and track your Volt benefits. It lives at virginmedia.com/myvirginmedia and on iOS and Android. Here is what it can and cannot do, with no marketing spin.
At a glance
At a glance
- Web portal: virginmedia.com/myvirginmedia
- iOS and Android apps
- Pay bill, run speed test, report fault
- Some changes still need a phone call
My Virgin Media
Updated 19 May 2026
What it can and cannot do
My Virgin Media, capabilities and limits
A frank read on which tasks are fully self-service in the app and which still require a phone call.
What you can do
- See and pay your monthly bill, plus download PDF copies for the last 12 months
- Set up or change your Direct Debit
- Run a broadband speed test against Virgin’s servers (more accurate than third-party tools)
- Report a fault, see live network status in your postcode, and book an engineer slot
- View and reset your Hub password and Wi-Fi credentials
- See your contract end date and any minimum-term penalties
- Add or remove TV packs, mobile SIMs, and landline call plans within the same Virgin account
- Track your Volt status and the speed/mobile-data bonuses you receive
What still needs a phone call
- Cancel your contract online (Virgin still requires you to call 0345 454 1111)
- Change the named account holder (death, separation), this needs phone or chat
- Apply a retentions-team-only promo (these are not visible in the portal)
- Move your service to a new address with same-day continuity, you must phone Movers
- Negotiate a price match for a competitor offer, retentions handles this by phone only
FAQ
My Virgin Media, your questions answered
How do I log in to My Virgin Media?
Go to virginmedia.com/myvirginmedia and sign in with the email or username you registered when joining. If you have lost the password, use the “Forgot password” link, the reset email arrives within a few minutes. You can also log in from the My Virgin Media app on iOS or Android using face/finger biometrics.
Is the My Virgin Media app any good?
It is one of the better UK ISP apps for day-to-day account self-service. It scores around 4.6 / 5 on the App Store and 4.5 / 5 on Google Play (~80,000 reviews combined). What works well: bill view, speed test, fault reporting, package change. What still pushes you to phone: any retention negotiation or contract cancellation.
Can I run a speed test from the app?
Yes. The in-app speed test runs against Virgin’s own servers and is therefore the most representative number for what you should expect on your line. Independent tests (Speedtest by Ookla, fast.com) often show slightly different numbers because they choose different test endpoints.
Can I cancel my contract from My Virgin Media?
No. As of May 2026, contract cancellation still requires a phone call to 0345 454 1111 or the retentions line 0345 600 0301. The portal will show your contract end date and any early-exit fee, but the final cancellation action is human-only. Virgin says this is partly so it can pitch you a counter-offer; Ofcom has signalled it expects this to change in coming years.
Why can I see my Volt benefits in the app?
Volt is the joint Virgin Media + O2 customer programme. If you have both a Virgin broadband plan and an O2 SIM, the app shows the auto speed upgrade and doubled O2 mobile data on the home screen. If you only see one or the other, you are not yet on Volt, contact Virgin or O2 to switch your account over (no extra charge).
Is my data safe on My Virgin Media?
The portal supports modern TLS encryption and Virgin offers two-factor authentication (SMS or app-based) on the My Virgin Media login. We recommend you turn it on, especially because your account holds your home address, bill history and the Hub admin password.