Virgin Media Contract Information Sheet

This contract information sheet provides details of the main elements of your order, as required by Ofcom. It includes a
summary of key terms & conditions.

Your order summary

Key information about your package choice, contract length and monthly cost.

Account holder’s name: Mr Bj Mansbridge Your package choice:

eMail address: bj.mansbridge@ntlworld.com Big bundle
Contact number: ***** **8 814
Minimum contract length:
Communication preference: Standard
18 months
Contract information sheet created: Sunday 21st May 2023
Contract information sheet number: 100110048293
Initial monthly cost:
Customer account number: 509497803 £64.00*
Customer area reference: 20 Prices may rise during your contract

Provisional installation date: To be confirmed One off charges: £0.00

Service address: 126 Portsmouth Road, Lee-on-the-solent , Upfront payment: £0.00
PO13 9AF These will appear on your first bill

Package breakdown
Full breakdown of your product choice, tier and any additional services.

  
Broadband TV Phone
M125 Fibre Broadband Virgin TV V6 Box, powered by TiVo Telephone Line Rental
Mixit TV Anytime chatter
Call Divert
Quick Dial
Reminder Call
Call Waiting
3-WayCalling

If in addition to your bundle you have chosen to also take an optional additional Virgin Media service, that optional additional service is also shown above and can be cancelled
without ending your agreement for your core services at any time on 30 days' notice.

Monthly cost breakdown

These are the costs you'll be asked to pay monthly, including the price payable following the expiry of any applicable offers / discounts.

Your initial monthly service cost is £64.00* One off charges: £0.00
You have 1 promotional offer / discount that will affect your future price, they are:
Your monthly cost from month 19 will be £69.00* Upfront payment: £0.00
Prices may rise during your contract

* Monthly price shown will increase each April from April 2024 by the Retail Price Index rate of inflation
announced in February each year plus 3.9%. For further details, please see the section titled "Other relevant
information"
 Broadband
We estimate that at peak times your normally available download and upload speeds from our Network to your Virgin Media Hub will be
as follows:

Your broadband speeds: Download speeds: Upload speeds:

Advertised broadband speed 132 Mbps 20 Mbps

Normally available speed between 132 - 136 Mbps between 20 - 20 Mbps

Minimum speed 132 Mbps 20 Mbps

Maximum speed 136 Mbps 20 Mbps

Minimum guaranteed download speed 66 Mbps N/A

Broadband speeds
Actual speeds may vary from the advertised speed of your service, particularly at peak times and the actual speed you experience may
be lower than estimated. This is due to a number of factors that may not be within our control and include your use of WiFi, the device
you are using, your internal wiring and the number of users online and accessing a particular website. At peak times, high usage e.g. due
to major sporting events, may cause congestion. For more info on estimated speeds, how speeds for some packages may be affected by
policies such as fair usage and traffic management, and other reasons why broadband speeds may vary, or for help, visit Our Speed
Page virginmedia.com/shop/broadband/speeds where you can also find out about our membership of Ofcom’s Broadband Speeds
Code of Practice. You can find a copy of Ofcom’s customer guide to the Residential and Business Codes on the Ofcom website
ofcom.org.uk/phones-telecoms-and-internet/information-for-industry/codes-of-practice.

Broadband speed guarantee and your cancellation right

Your selected Broadband service is covered by our Broadband speed guarantee, which is outline in the above table. If the actual
download speed provided from our Network to your Virgin Media Hub falls below the Minimum Guaranteed Download Speed, and this
happens for 3 consecutive days or more, and we are unable to fix the problem within 30 days of you reporting it to us, you may have the
right to end your Broadband service without paying an early disconnection fee. To find out more about our broadband guarantee and
how to cancel, visit virginmedia.com/shop/broadband/speeds.

 If you bought your selected Broadband service as a standalone product, the monthly cost would be £41.75

 TV
Your selected bundle includes so many quality standard and high definition channels we couldn’t possibly list them all here.
To view the amazing channel line up you’ve selected, visit virginmedia.com/virgin-tv-edit/tips-and-tricks/virgin-tv-channel-guide.

 Phone
About your Talk Plan

Virgin Talk Plans come with a whole heap of inclusive features. To find out exactly what your selected Talk Plan includes, and how to
make the most of it, visit virginmedia.com/callcosts.

 Accessibility
If you require additional support when using our products or when getting in contact with us, all
supporting information can be found here:

https://www.virginmedia.com/help/accessibility
 Other relevant information (including contract renewal and termination)
Key Terms & Conditions
The full Virgin Media Terms and Conditions and the relevant Legal Stuff form part of your contract and can be found here
virginmedia.com/legalstuff. Please read them carefully, together with the additional terms set out in this document.

Your right to cancel

If you wish to cancel your Virgin Media services you have FOURTEEN days from the later of: (i) the day after the delivery of the
equipment; (ii) the service start date; or (iii) the day you receive your contract. By approving your order, you are also agreeing to your
services starting as soon as possible. If you cancel during your 14 day cooling off period you acknowledge that you will have to pay for
the supply of services that you receive. Outside of your cooling off period, if you want us to stop providing the services you will need to
give us at least 30 days’ notice as set out in Section N (or Section O if you are an Oomph customer) of the terms and conditions.

Early Disconnection Fee

When you agree to take services with us you are agreeing to a minimum period, and agree to take those services at your home address.
Typically, the minimum period will be 6, 9, 12, 18 or 24 months, but we will have agreed with you your minimum period before the start of
your service(s) and you can find details of your minimum period at the beginning of this document. It will also be confirmed in your
Residential Services Contract that we will send you when we accept your completed order.
If you cancel after the cooling off period but before your minimum period has finished, you may be charged an Early Disconnection Fee.
How much you’ll be charged can be found
virginmedia.com/shop/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/early-disconnection-fees

Contract renewals
When you enter into a contract with Virgin Media you agree to a minimum term. When your minimum term ends you move on to a
rolling 30-day notice period. Your Virgin Media contract will not auto renew. If you have chosen to take one of our 30-day products or
services, you can end your contract at any time by providing us with 30 days’ notice.
Price rises during your contract
Your monthly subscription charges for your core services and any add-ons (apart from a few specified exceptions) which you may have
chosen will increase each year in April from April 2024 by the Retail Price Index (RPI) rate of inflation announced by the Office for
National Statistics in the preceding February of that year plus an additional 3.9% which is applied at the same time. If the RPI rate is
negative, we'll only apply the 3.9%. This annual price adjustment will be applied from April onwards. We'll publish the exact percentage
increase each year on our website as soon as it becomes available.

The annual price adjustment will apply to the monthly subscription price you are paying at that time and also (if applicable) to the
monthly subscription price payable after subsequent expiry of any applicable offer or discount.

For example (just for illustrative purposes), if you joined in August 2023 on an offer price where the monthly subscription charge is £40 a
month for the first 18 months, then standard pricing from month 19 (currently £50 a month), using PI rates that are illustrative only:

Year 1: In April 2024 you would see your offer price increase to £43.56 a month (if RPI announced in the preceding February was 5%,
plus the 3.9%) i.e. £40 × 1.089 = £43.56. Your standard monthly price payable from month 19 would increase also (£50 × 1.089= £54.45),
although you would not pay this amount until February 2025, 18 months from the date that you entered your contract; and

Year 2: In April 2025 (provided you have not re-contracted onto another price) you would be paying the standard monthly price and you
would see your monthly subscription charge increase from £54.45 to £56.57 a month (if PI announced in the preceding February was
minus 1.5%, meaning we only applied the 3.9% increase) i.e. £54.45 × 1.039 = £56.57.

As this annual price adjustment is provided for in your terms, it does not provide you with a right to cancel.

The annual price adjustment does not apply to Netflix Add to Bill add-on, Disney+ add-on, Lionsgate+ add-on, Stream Entertainment
subscriptions, additional admin charges (e.g. paper billing) and out of allowance charges (e.g. non-inclusive call charges). Although they
are excluded from the annual price adjustment, these charges are still subject to possible change either by us, or by the provider of the
service where you contract directly with them. You may choose to cancel these services in accordance with their terms.

Making a complaint
If you’re not completely happy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can
carry on enjoying your services again.

At Virgin Media, our customers come first and we aim to give you the best customer service possible. But if you feel we’ve fallen short of
this, please let us know. We’ll work with you to put things right and we’ll always try to use your feedback to improve things where we
can. To find out more about of Code of Practice visit
virginmedia.com/shop/the-legal-stuff/consumer-complaint-resolution-code-of-practice

Compensation and refunds

If you don’t feel we have correctly provided compensation under the Automatic Compensation scheme let us know, and we will ensure
we follow this process to see if we can resolve matters. You can find out more about our Automatic Compensation Code
virginmedia.com/help/automatic-compensation

If at any point during your time with us we need to refund you, visit virginmedia.com/help/refunds to see how it works.

Returning our equipment

TV, Broadband and Home Phone equipment provided to you by Virgin Media remains the property of Virgin Media. If we or you end
your services, you may be required to return any equipment in a reasonable condition. In special circumstances we may provide a
service to collect it. If you fail to return or make available the equipment for collection, you will normally be charged for the replacement
cost and reasonable recovery costs for that equipment. If you do return the equipment to us within 80 days of your services being
ended, you will be refunded via a bill credit on your next available bill. If this means your account is left in credit we will send you a
cheque for the amount you are owed, which you need to put into your bank or building society within 6 months. Our equipment does not
become your property and you must not sell it.

Changes during your contract

We may increase our charges under this agreement at any time. We may also change our terms and conditions, the equipment and the
services that we have agreed to provide to you. Subject to the exceptions described below, if we do any of these things and the changes
are not exclusively to your benefit, we will notify you of this and inform you of your right to cancel this agreement without paying an early
disconnection fee by giving us notice in accordance with Section N (or Section O if you are an Oomph customer) of our terms and
conditions.

In addition to changes that are exclusively to your benefit, if we make: (a) changes to the equipment or services that are expressly
permitted under the terms of the agreement, or to certain cost-based charges (e.g. paper billing charges or international call rates) in a
way that is not likely to materially disadvantage you; (b) purely administrative changes that have no negative effect on you; or (c)
changes that are directly imposed by law, or where we have a legal or regulatory obligation to pass on cost increases, we will notify you
and you will not be entitled to cancel this agreement within your minimum period without paying an early disconnection fee. If the
changes we make relate only to an add-on, any cancellation right will be limited to that add-on only. If the changes we make only relate
to a supplementary service, and those changes provide you with a right to cancel that supplementary service, we will notify you of this
and inform you of your right to cancel the affected supplementary service and the agreement for your core services without paying an
early disconnection fee. Any cancellation right will be limited to where you are already signed up to that supplementary service.
Please refer to the full Virgin Media Terms and Conditions for further information.

Virgin Media privacy policy

Our privacy policy sets out how we collect, use and share your information. It describes your rights and explains how you exercise them.
To view our privacy policy visit virginmedia.com/shop/the-legal-stuff/privacy-policy

Security
Occasionally we may have to temporarily suspend our network service (or any part of it) including (but not limited to) for operational
reasons, in an emergency, or for reasons of security. This might be if we're asked to do so by a government or regulatory body.

Our registered office

Virgin Media Ltd - 500 Brook Drive, Reading, RG2 6UU
Registered in England and Wales Company No. 2591237
Contact number: 0345 454 1111

Virgin Mobile Telecoms Ltd - 500 Brook Drive, Reading, RG2 6UU
Registered in England and Wales Company No. 03707664
Contact number: 0345 454 1111

Virgin Media Mobile Finance Ltd - 500 Brook Drive, Reading, RG2 6UU
Registered in England and Wales Company No. 09058868
Contact number: 0345 454 1111