Everything youneed to know

Let’s get startedWelcome to Virgin Media. We’re really glad

you’ve joined us, and we can’t wait to get started.

Whichever services you’ve chosen – TV,

Broadband, Phone or Mobile – the good stuff

begins as soon as you send back the contract

included with this pack. And don’t forget, if you

get a hankering for more, you can upgrade your

package any time you want.

Now, let the fun begin!

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ContentsWhat you need to know 4-5

Things to do right now What to do the day before your installationOn the day of your installationHow we’ll install your services

The fi nancial bit 6-7

Your fi rst billWays to pay

The good stuff 8-9

Your Virgin Media Services

Want extra services? 10-11

Questions anyone? 12-13

And fi nally 14-15

ChecklistConnect a friend

What you need to knowReady to get everything up and running? Then read on.

We’ll start with some essentials that you can do (as well

as a few things we’ll do to make sure it all goes smoothly).

Things to do right now

Make a note of your installation date (it’s on the letter with • this pack) and if you’ve been sent an account card with your important account details, keep it somewhere safe.

If your contract is enclosed, please sign and return it.•

Remember, our installation team could arrive any time within • the four hour slot you’ve been allocated. Although it normally only takes an hour or two to set up your services, it’s a good idea to make sure someone will be around for longer, just in case it takes more time.

Register for eBilling and get your bills online for free. If you have • access to the internet go to www.virginmedia.com/ebill Details for registering are on your welcome letter. If you want to receive a paper bill, you will be charged £1.25 a month paper bill charge.

What to do the day before your installation

If you’ve been thinking about rearranging the furniture, now’s • the time to do it. Plan where you want your TV, computer and phone points before we arrive.

If you decide at the last minute you want an extra phone • extension, just call free on 150 from your Virgin Media phone (or on 0845 454 1111* from any other phone). Make sure someone over the age of 18 will be in on the day of installation.

*For details on how much it costs to call our team, visit our website at www.virginmedia.com/callcosts

On the day of your installationOur specialist engineers may have to run a cable from • our network to a small box fi tted to a wall at the front of your property. We promise that we will leave everything as we found it.

Your TV cable will run along the outside or inside of your home • and will be connected to your TV, DVD, V or V+ set-top box.

Your telephone cable will run in much the same way and • is fi tted with a standard phone socket.

How we’ll install your services

We’ll be carrying Virgin Media ID, so you’ll be able to • recognise us.

We’ll agree with you exactly where you want the cables • to go – both inside and outside your house.

We’ll do all we can to hide any wiring. Wires usually run • around your skirting board to your TV, computer and phone. We’ll also take your suggestions for where they can go.

We’ll explain what we’re doing and why, as we do it. • There’s no need to worry, we’re completely house trained!

We’ll give you a demo on how to use your new kit. For TV • we’ll show you how to navigate your way around, and where to fi nd more information. We will also give you a handy user guide with step-by-step help and advice.

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Your fi rst billYour fi rst bill may be more than you were expecting.

Don’t worry, it won’t be like this every month. You pay for

services one month in advance, so your fi rst one will include

the month you joined plus the next month of your contract.

For instance,

if you get installed on the • st,

you will be billed on the• th for a month’s service from your installation date, i.e the st, to the st,

plus, a month in advance, i.e the • st of next month to the st of next month, for the service you are about to receive.

Your subsequent bills from the • th will settle and simply show the new, regular monthly charges.

Mon Tue Wed Thu Fri Sat Sun

1 2 34 5 6 7 8 9 1011 12 13 14 15 16 1718 19 20 21 22 23 2425 26 27 28 29 30 31

Mon Tue Wed Thu Fri Sat Sun

1 2 3 4 5 67 8 9 10 11 12 1314 15 16 17 18 19 2021 22 23 24 25 26 2728 29 30 31

This month Next month

1111

Ways to payWe’ve got fi ve easy ways for you to pay, it’s just

a matter of choosing the one that suits you best.

By Direct Debit and save £5 per monthDirect Debit is the simplest and most convenient way to pay. Your bill will automatically be paid every month. Plus you’ll save the £5 a month handling charge (which is payable to Virgin Media Payments Ltd for handling payments made by other methods).

By the interneteBilling is a simple and secure way to view and pay your bill online. To register simply go to www.virginmedia.com/ebill

By credit or debit cardIf you want, you can pay your bill by credit or debit card. Virgin Media Payments Ltd accepts Mastercard, Visa, Maestro or Solo.

By cashTake your bill to any PayPoint outlet or bank. Easy.

By chequeJust fi ll in the payment slip and take it to your bank, or pop it in the post to us.

For more information call free on 150 from your Virgin Media phone (or 0845 454 1111* from any other phone) or visit www.virginmedia.com

*For details on how much it costs to call our team, visit our website at www.virginmedia.com/callcosts* Your normal text rate applies

7

1. Licence to talk

Our unique Talk Anywhere1 package means that a call across the world costs the same as a call acrossthe street.

2. Get more loving

At Virgin Mobile we’ve got more satisfi ed customers than any other network. We’ve won Mobile Choice ‘best customer service’ 8 years running.

3. A box that rocks

With V+HD you can pause, record and rewind live TV just like Sky+, and even get HD broadcasts into the bargain for a crystal clear picture and enhanced audio.

4. Breakdown coverage

If your set-top box breaks, we’ll fi x it for free2. With Sky you’ll fork out £65 for an engineer if you’re no longer covered by the warranty, plus the cost of a new set-top box if it’s broken.

5. Happiness guaranteed

Love your cable or mobile services or getyour money back3. For more details turn to the back cover.

1 Subject to availability, acceptable usage policy applies. 2Excludes misuse/mistreatment. 3Money back guarantee available to new and existing customers taking a new service. Call us within 28 days of activation for a refund of 1st months rental charges and any installation charge. You will only be charged for transactions (calls, purchases, service upgrades) occurring after activation.

10 reasons to be happy…

6. Fibre optic broadband

Experience our ultra fast up to 50Mb broadband. It’s the fastest broadband in the land and it’s only available with our fi bre optic network. We also offer unlimited downloads1 so you can snap up all the music and movies you want.

7. Last week’s TV, now

Watch the best of the last 7 days’ TV, whenever you want. Virgin Media is still the only place you can watch BBC iPlayer on your TV, plus there’s ITV Net Player and 4oD. And if that weren’t enough, you’ve got our pick of the best of the rest too.

8. TV on tap

Our on demand service gives you instant access to over 500 fi lms and 1000s of TV shows and music videos.

9. The best of Sky

All your favourite Sky channels are now back on Virgin Media. Plus, you can add Sky Movies and Sky Sports too if that’s what you’re into. Just call us to set it up.

10. We’re good for sports

All our XL TV customers get top sports channel ESPN included at no extra cost. That’s 46 live Barclay Premier League matches, 30 Scottish Premier League games, golf & loads more. Got an HD Ready TV? ESPN HD comes included too. It’s picture perfect.

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Premium TV services are provided by Virgin Media Entertainment, a division of Future Entertainment SARL. 1Subject to availability, acceptable usage policy applies. 2Excludes misuse/mistreatment. 3Money back guarantee available to new and existing customers taking a new service. Call us within 28 days of activation for a refund of fi rst month’s rental charges and any installation charge. You will be charged for transactions (calls, purchases, service upgrades) and applicable paper bill/payment handling charges.

If you decide you’d like any extra services

added to your Virgin Media package then

just give us a call.

Add a V+ HD• 1 Box, so you can record, play and pause live TV, plus bring high defi nition to your set.

Add more phone lines or phone extensions• 2 – if getting phone time is a battle.

Upgrade your service package at any time • – for faster broadband2, more TV choice or even better value phone.

Just let us know before your installation date • and our service team should be able to install any extras when they come round. Call Customer Care on 0845 4541111*.

1HD TV required. 2Charges may apply, just call us for details.*For details on how much it costs to call our team, visit our website at www.virginmedia.com/callcosts

Want extra services?

11

Questionsanyone?Do I need any special equipment?

No, any TV, DVD player or phone will work. However, to receive high defi nition (HD) television via our V+ box, you will need an HD Ready TV set and connection via an HDMI cable (this cable will be provided by our installer).

Can I use my old equipment for fi bre optic broadband?

We will supply a new modem and Ethernet cable (more detail on Ethernet connection below), plus if you like to go wireless, we supply a free wireless kit too. Note: your Wireless Kit needs to be set up before your broadband connection. Our user guides, which will arrive with your equipment, will take you through this set up step-by-step.

What connection does my computer need?

Our modems do not support USB connections so please check your computer prior to your installation date. If you do not have an Ethernet Port you will need a Network Interface Card (NIC) installed. Your local computer store should be able to install one for you.

Need help?

For the full lowdown and help with your Virgin Media services, visitwww.virginmedia.com/help

For help with Virgin TV, fl ick to channel 999 for hints and tips

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We think that’s about it. Just check through

the short list below and you’ll be ready to go:

If enclosed, sign and return your contract.•

Make a note of your installation day and time.•

Make sure someone over the age of 18 is • available on that day for at least four hours.

Plan where you want your TV, computer and • phone points.

Tell us about any extras you want before the big • day, so you only have to pay for installation once.

Plus don’t forget to register for eBilling and get your • bills online for free. If you have access to the internet go to www.virginmedia.com/ebill. Details for registering are on your welcome letter. If you want to receive a paper bill, you will be charged £1.25 a month paper bill charge.

So, thanks for joining us, we hope you have fun with all your new stuff. For more information on extra services, or for any help at all, don’t hesitate to call our team on 0845 454 1111*, or call free on 150 from a Virgin Media phone.Cable services are available in Virgin Media cabled streets only, subject to network capacity. Minimum contract term applies. If you cancel during the minimum contract period you will incur an early disconnection fee. Further terms and conditions apply. Virgin TV: Once purchased, all chargeable on demand content must be viewed within 24 hours. High defi nition television set required for HD service. Free servicing and repairs excludes misuse/mistreatment. Calls may be monitored. Virgin Broadband: Acceptable usage policy applies. Minimum computer requirements apply. Speed of internet connection assumes components working at optimum speed and capacity. Virgin Phone: for details of our phone packages please see our website. *For details on how much it costs to call our team, visit our website at virginmedia.com/callcosts. Free repairs excludes mistreatment. Calls may be monitored. Virgin Media Limited, 160 Great Portland Street, London W1W 5QA. Registered in England and Wales (company no. 2591237).

Information correct at 01/04/09. Further Legal Stuff applies, see website.

Future Entertainment SARL (trading as Virgin Media Entertainment). Registered offi ce: Mediacenter Betzdorf, 11 rue Pierre Werner, L-6832, Luxembourg.

And fi nally

Hook up one of your friends or family, and

we’ll give you both £30 off your next bill.

Yep, easy as that. If you know someone who might be interested either pass on their details to us, or get them to mention your name when they make contact – and once they’ve bought any cable service from us (apart from £10 broadband), you’ll both get £30 credited to your account.

It’s our way of saying thanks for spreading the word.

If you’ve got someone in mind, give us a call on 0845 045 7474* and we’ll take it from there.

Connect a friend

*For details on how much it costs to call our team, visit our website at virginmedia.com/callcosts. To receive the credit an existing Virgin Media cable customer must get an eligible friend to subscribe to any Virgin Media cable service (other than our £10 a month broadband service. Subject to status and credit checks). Any of the following are eligible friends: brand new customers; current Virgin Mobile customers; current non-cable Virgin Media customers. Former Virgin Media customers are not eligible friends. At the time of the recommendation, your friend must not have already been recommended by another Virgin Media customer. You and your friend will each receive a £30 credit applied to your respective Virgin Media accounts. Credits are applied once any money-back guarantee period has passed and each of you has paid your fi rst month’s bill. Credits will not be: (a) applied retrospectively; (b) used to reduce any outstanding charges owed by you/your friend to Virgin Media (the outstanding balance must be reduced before the credit will be applied); (c) applied to your/your friend’s account or exchanged for cash if the agreement between you/your friend and Virgin Media is terminated for any reason. If you pass your friend’s details to Virgin Media, you warrant that you have your friend’s permission to do so. Not to be used in conjunction with any other offer.

WPB 0609

and pocket £30 each!

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If you have any questions then give us a call on 0845 454 1111* or call free on 150 from a Virgin Media phone

*For details on how much it costs to call our team, visit our website at virginmedia.com/callcosts