Got the wrong bill from Virgin Media or O2? Here is how to fix it.
This guide explains how Virgin Media and O2 work as two separate contracts under one parent company (Virgin Media O2), the most common billing problems, why their cable network is different from Openreach, and how to send a proper complaint letter by Royal Mail.
About Virgin Media Ltd
Virgin Media O2 is one of the UK's biggest telecoms companies. It was formed on 1 June 2021 when two big providers (Virgin Media and O2) merged. The deal was worth around £31 billion and was the biggest UK telecoms deal ever. Virgin Media O2 is a "joint venture" — a fancy way of saying that TWO companies own it together, in equal shares of 50% each. The two owners are Liberty Global (an American media company controlled by John Malone) and Telefónica (a huge Spanish telecoms company). The CEO is Lutz Schüler. The head office is in Reading, Berkshire.
Together, Virgin Media O2 has 47 million UK connections across broadband, mobile, TV and home phone. That makes it about the same size as BT Group. It employs around 18,000 people. The reported group revenue was around £11 billion in 2024. The legal name of the joint venture parent is VMED O2 UK Limited (Companies House number 12580944) and its registered office is Griffin House, 161 Hammersmith Road, London W6 8BS.
Even after the 2021 merger, Virgin Media and O2 are still TWO SEPARATE customer contracts. If you have Virgin Media broadband, you have a contract with Virgin Media Limited. If you have O2 mobile, you have a different contract with Telefónica UK Limited. Same parent, different contracts. This matters when you complain or sue, as explained below. The group also owns smaller brands including giffgaff, Tesco Mobile (50/50 with Tesco) and Virgin Mobile — all of which use the O2 mobile network.
Registered office
Virgin Media Ltd500 Brook Drive (Virgin Media) / 260 Bath Road (O2)
Reading, Berkshire / Slough, Berkshire
RG2 6UU / SL1 4DX
United Kingdom
Companies House number: 02591237 (Virgin Media Limited) / 12580944 (VMED O2 UK Limited parent) · Incorporated: Virgin Media Limited incorporated 13 March 1991 · Parent: VMED O2 UK Limited (Companies House 12580944) — 50/50 joint venture between Liberty Global and Telefónica · Regulator: Ofcom (Office of Communications) · Ombudsman scheme: CISAS (Communication and Internet Services Adjudication Scheme) — NOT the Communications Ombudsman used by BT/EE
Group structure
VMED O2 UK Limited (parent joint venture)
This is the holding company that runs both Virgin Media and O2 as one business. Companies House number 12580944. 50% owned by Liberty Global (listed on NASDAQ in the US) and 50% owned by Telefónica (listed on the Madrid Stock Exchange in Spain). The Spanish government also indirectly owns a stake because it holds about 10% of Telefónica. As of October 2025, Telefónica is reported to be exploring buying out Liberty Global's share so it can own the whole thing.
Companies House 12580944. 50/50 joint venture.Virgin Media Limited (cable broadband, TV, landline)
This is the operating company you have a contract with if your bills say "Virgin Media". It runs the famous red Virgin Media cable broadband network. Companies House number 02591237, incorporated 13 March 1991. Originally created from the merger of NTL and Telewest in 2006, which then bought Virgin Mobile UK in 2007 to create the "Virgin Media" brand. Liberty Global bought the lot in 2013.
Companies House 02591237. The Virgin Media brand.Telefónica UK Limited (O2 mobile and giffgaff network)
This is the operating company you have a contract with if your bills say "O2". It runs the O2 mobile network. Originally formed in 1985 as BT Cellnet. Demerged from BT in 2002 to become O2. Bought by Telefónica in 2006 for £18 billion. Companies House records keep the "Telefonica UK Limited" name. Same parent (VMED O2 UK Limited) as Virgin Media, but a totally separate legal entity.
Trading as O2. The O2 brand.giffgaff, Tesco Mobile, Virgin Mobile and the wholesale brands
Several other UK mobile brands use the O2 network. giffgaff is a Mobile Virtual Network Operator (MVNO) wholly owned by Telefónica UK Limited. Tesco Mobile is a 50/50 joint venture between Tesco and O2. Virgin Mobile uses the O2 network and is owned by Virgin Media Mobile Finance Limited. If you have a contract with one of these brands, your contract is with THAT specific brand, not with O2 directly. But the underlying mobile signal comes from the O2 network.
Common reasons your Virgin Media Ltd bill might be wrong
- 1Mid-contract price rise is too high. Since 17 January 2025, Virgin Media and O2 must show price rises in pounds and pence in new contracts. For Virgin Media this is around £4 per month broadband, plus separate £3.50 per month rises on O2 mobile (from November 2025 contracts onwards). If the rise on your bill is more than what was stated, that is wrong.
- 2You did not get Automatic Compensation for a broadband fault. Virgin Media is a member of the Ofcom Automatic Compensation Scheme. If your service was completely down for more than 2 full working days, an engineer missed an appointment, or your service did not start on time, Virgin Media should pay you automatically. If they did not, claim it back.
- 3You signed up for one thing and got billed for another. Some Virgin Media and O2 customers are sold packages they did not agree to, or charged for add-ons (sport channels, mobile insurance, broadband boosts) that they did not ask for.
- 4An early termination charge is too high or unjustified. In 2016, Ofcom fined Virgin Media £7 million (and EE £6.6 million in the same action) for charging unfair early exit fees. Since then, the rules have got tighter. If Virgin Media or O2 is charging you to leave because of a price rise that broke Ofcom rules, you should be able to leave penalty-free.
- 5Roaming charges that should not be there. UK mobile networks brought back roaming charges between 2021 and 2022. Check that the charges on your O2 bill match what your contract actually said about EU and worldwide roaming.
- 6You have an old account that was wrongly merged with a new one. Because Virgin Media and O2 are now under one parent, sometimes account systems get crossed. A previous tenant's bill, an old account that should have been closed, or a duplicate account for the same person can all cause wrong charges.
The energy billing rules that protect you
| Rule | What it means | Source |
|---|---|---|
| Automatic Compensation Scheme | If your broadband or landline goes down, the operator pays you a daily amount automatically (currently around £9.76 a day for total loss, going up each April). | Ofcom General Condition C3, in force since 1 April 2019. |
| Right to switch with no penalty | If your provider raises your price in your contract by more than the agreed rate, you can leave for free. | Ofcom General Conditions. |
| 12-month bill query rule | Telecoms providers cannot rely on bills more than 12 months old for arrears claims in most cases. | Limitation Act 1980 s.5, plus Ofcom guidance. |
Virgin Media and O2 are still two separate contracts
When Virgin Media and O2 merged in 2021, they became part of the same parent company (VMED O2 UK Limited). But the legal entities that hold your customer contracts stayed separate. Virgin Media Limited (Companies House 02591237) still owns your Virgin Media broadband, TV and landline contract. Telefónica UK Limited still owns your O2 mobile contract. They are now sister companies, but the contracts themselves are independent.
What this means in practice: if you complain about your broadband, your complaint must be against Virgin Media Limited. If you complain about your mobile, your complaint must be against Telefónica UK Limited. Most customer service phone numbers and online forms are still split between virginmedia.com and o2.co.uk. Naming the wrong entity in a court claim can slow things down or even get the case thrown out.
One more important difference: Virgin Media broadband runs on Virgin's OWN cable and fibre network, not on Openreach. So when your broadband stops working, the engineer that comes out is from Virgin Media itself (or a sub-contractor working for Virgin Media). For O2, the mobile network is also owned and run by O2/Telefónica. So Virgin Media O2 is unusual because they own BOTH the customer contract AND the physical network for both their services. No "blame Openreach" excuse like BT/EE sometimes give.
Your rights
Ofcom Automatic Compensation Scheme (Virgin Media broadband only)
A voluntary industry code, launched 2019. Virgin Media is an original signatory. Covers total loss of broadband or landline for more than 2 working days, missed engineer appointments, and delayed activations. The scheme is "automatic" — Virgin Media should pay you without you asking, within 30 days. The scheme does NOT cover O2 mobile services. For mobile complaints, the normal complaints process applies.
Ofcom General Conditions C3 (transparent prices)
This is the rule that requires telecoms companies to be clear about prices and charges. Since 17 January 2025, any mid-contract price rise must be stated in pounds and pence (not as CPI+X) in new contracts. Virgin Media moved to fixed pounds-and-pence rises in late 2024. O2 mobile moved its pricing model in November 2025.
Ofcom General Conditions on contract changes
If Virgin Media or O2 makes a change to your contract that is to your disadvantage (for example, a price rise above the amount you agreed), they have to tell you at least 30 days in advance. You then have the right to leave the contract without any early exit fees. This applies even if you would normally have to pay a fee for ending the contract early. Virgin Media was fined for breaking this rule in 2016 and the rules have been strengthened since.
Communications Act 2003
This is the big UK law that gives Ofcom its powers to regulate telecoms. It sets out the framework for everything: licensing, consumer protection, complaints handling, automatic compensation. Virgin Media and O2 are licensed under this Act and have to follow the General Conditions Ofcom makes under it.
Consumer Rights Act 2015, sections 49 and 51
This is the general consumer law that applies to all services in the UK, including telecoms. Section 49 says services must be performed with reasonable care and skill. Section 51 says the price must be reasonable if it is not agreed in advance.
How long do you have to challenge a bill?
The Limitation Act 1980 gives you 6 years to bring a court claim about a contract dispute in England, Wales and Northern Ireland (5 years in Scotland). CISAS (the ADR scheme used by Virgin Media O2) has its own time limits: usually you have to complain to the provider within 12 months, then escalate to CISAS within 9 months of the final response.
Common Virgin Media Ltd situations
Your Virgin Media broadband was down for days and you got no compensation
Under the Automatic Compensation Scheme, Virgin Media should pay you automatically for any total loss of service that lasted more than 2 full working days. If you did not get the credit on your next bill, write a letter giving the specific dates the service was down, the fault reference number, and when it was restored. Demand the compensation be applied retrospectively. If Virgin Media refuses, escalate to CISAS after 8 weeks.
A Virgin Media engineer missed an appointment
Missed engineer appointments trigger automatic compensation — either the engineer did not turn up at all, or arrived more than 24 hours late. The compensation is around £30–35 (Ofcom-set, updated annually). If Virgin Media did not apply it automatically, write a letter giving the appointment reference number, date and time. Demand the credit.
Virgin Media is charging you to leave because of a price rise
This is the exact issue Ofcom fined Virgin Media £7 million for in 2016. If Virgin Media raised your price mid-contract by more than the amount you agreed, you should be able to leave penalty-free. Write a letter quoting the specific price rise letter you received, the amount of the rise, and the contract terms. Demand the early exit fee be waived.
Your O2 mobile contract has add-ons you did not ask for
Some O2 customers find they have been signed up for mobile insurance, app subscriptions or other add-ons they never agreed to. Write a letter to O2 listing the specific add-ons, the dates they started, and demand refunds for all the months you were charged. If they refuse, take it to CISAS.
You have both Virgin Media broadband and O2 mobile and something has been double-billed
Because Virgin Media and O2 are still separate companies, billing systems are also separate. Double charges across both services are unusual but do happen. Write a letter setting out both bills, the specific overlap, and demand a refund of the overlapping amount.
You moved house and Virgin Media is still charging you at the old address
When you move, you need to either transfer your Virgin Media service to the new address (if cable is available) or properly cancel. If neither happened and Virgin Media is still billing you, write a letter with your move-out date, the date you contacted Virgin Media, and demand the charges be stopped from the day you tried to cancel.
Virgin Media or O2 is ignoring your complaint
After 8 weeks of unresolved complaint or after getting a final "deadlock" letter, take the case to CISAS free of charge. CISAS can order Virgin Media or O2 to pay you compensation, write off charges, or apologise. Decisions are binding on the provider but not on you — if you reject the outcome, you can still go to court.
Send your Virgin Media Ltd complaint by Royal Mail
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- ✓Names the correct legal entity (Virgin Media Limited or Telefónica UK Limited)
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- ✓References the January 2025 Ofcom price rules where mid-contract price disputes apply
- ✓States exactly what you want done (refund, automatic compensation, contract correction)
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Frequently asked questions
Is Virgin Media O2 the same company as Virgin Media or O2?
It is the parent. Virgin Media O2 (legal name VMED O2 UK Limited, Companies House 12580944) is the joint venture company that owns BOTH Virgin Media Limited (the broadband and TV brand) and Telefónica UK Limited (the O2 mobile brand). Your customer contract is still with the underlying company, not with the joint venture parent.
Is Virgin Media or O2 a member of CISAS or the Communications Ombudsman?
Both are members of CISAS (Communication and Internet Services Adjudication Scheme). NOT the Communications Ombudsman, which is the one BT, EE and Plusnet use. CISAS is run by the Centre for Effective Dispute Resolution and is approved by Ofcom. Decisions are binding on Virgin Media or O2 but not on you — if you reject the decision, you can still go to court.
Does Virgin Media broadband use Openreach?
No. Virgin Media is the ONLY major UK broadband provider that does NOT use Openreach's network. Virgin owns its own physical cable network (originally built by NTL and Telewest decades ago) that goes directly into your home. So when Virgin broadband has a fault, the engineer is from Virgin Media itself, not Openreach. This also means Virgin cannot blame Openreach for delays — it is all on them.
How do I claim Automatic Compensation from Virgin Media?
Virgin Media is signed up to Ofcom's Automatic Compensation Scheme since it launched in 2019. The three trigger events are (1) total loss of broadband or landline for more than 2 full working days, (2) a missed engineer appointment, or (3) your new service not starting on the agreed date. Virgin Media should pay you automatically within 30 days. If they do not, write a letter with the specific dates and reference numbers and demand the credit. NOTE: the scheme only covers broadband and landline, not O2 mobile.
My Virgin Media contract is from before 2025. Can they still raise my price by CPI+3.9%?
Yes, if that was the rate stated in your contract. Ofcom's January 2025 rule change applies only to NEW contracts signed from 17 January 2025 onwards. Older contracts can still use the CPI+3.9% formula (or whatever was agreed at the time). When you re-contract (sign a new deal), you move onto the new pounds-and-pence system. Most Virgin Media broadband customers signed onto new contracts in 2025 are now on a £4 per month annual rise.
I cancelled my service but Virgin Media is still charging me. What do I do?
Send a letter setting out the specific cancellation date you requested, the reference number you were given (if any), and demand the charges be stopped from that date. Include your bank statements if Virgin Media has taken direct debits after the cancellation. If they refuse to refund, escalate to CISAS after 8 weeks.
O2 says my mid-contract price rise is allowed under the contract. Is it?
Check the wording carefully. For O2 contracts signed before 17 January 2025, the rise might be linked to CPI inflation. For contracts signed from January 2025 onwards (and especially from November 2025 onwards when O2's pounds-and-pence rises kicked in), the rise must be the specific amount in pounds and pence stated in the contract. If O2 is charging more than that, write a letter quoting the contract clause and the actual rise amount.
How long do I have to make a complaint?
CISAS rules say you must complain to Virgin Media or O2 within 12 months of the issue, then escalate to CISAS within 9 months of the final response (or 9 months after waiting 8 weeks without a proper response). The 6-year court deadline applies under the Limitation Act 1980 if you go to court instead. Act sooner rather than later.
Free help and what to do next
CISAS (Communication and Internet Services Adjudication Scheme)
Free, binding dispute resolution for Virgin Media and O2 customers. Run by the Centre for Effective Dispute Resolution (CEDR). After 8 weeks of unresolved complaint or a final deadlock letter, take your case here. Decisions are binding on Virgin Media or O2 but not on you. Helpline: 020 7520 3814.
Visit website →Ofcom (the regulator)
The UK telecoms regulator. Does not handle individual complaints (that is CISAS's job) but enforces the rules. Ofcom has previously fined Virgin Media £7 million (2016) and other amounts over the years for breaking the rules. Worth reporting persistent bad behaviour.
Visit website →Citizens Advice Consumer Helpline
Free advice on telecoms bills, contracts, switching and consumer rights. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Use this if Virgin Media or O2 refuses to follow a CISAS decision, or to sue them directly. You have 6 years from the date of the disputed bill to sue (5 in Scotland). Name the correct legal entity in your claim: Virgin Media Limited (02591237) for broadband or Telefónica UK Limited for O2 mobile.
Visit website →Ready to challenge your Virgin Media Ltd bill?
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Send a Virgin Media Ltd letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day