Frequently Asked Questions

The completion of this deal creates the first UK company able to offer a ‘quadruple play’ to customers. This new company will be able to offer mobile and fixed line telephony, broadband internet and television, putting it in an unrivalled position in the communications industry.

As a result of this acquisition, Virgin Mobile’s shares have been de-listed from the UK stock market today.

Q. Will you still be called Virgin Mobile, and will I still be a Virgin Mobile customer?
A. Yes, absolutely. As part of the deal ntl:Telewest has acquired the license to the Virgin brand, so in due course the ntl:Telewest business will be rebranded as a Virgin company, although the new name has not been confirmed yet. Virgin Mobile will be one part of this new Virgin-branded company and you will still be a Virgin Mobile customer.

Q. Why is this good for me, as a Virgin Mobile customer?
A. Customers of the new Virgin company will soon be able to buy a complete package of broadband internet, TV, and fixed and mobile telephony.

Q. Does this mean I’ll get more products and services?
A. The new company will be able to offer customers ‘quadruple play’ services – in other words, the new company will be offering broadband internet, TV, and mobile and fixed-line phones. Keep your eyes on this website for details of future offers.

Q. Can I get free broadband?
A. ntl:Telewest and Virgin Mobile will be working together to offer customers a wide and exciting range of products and services soon.

Q. What will happen to your customer service?
A. We always aim to offer you the same award-winning customer service. That’s because the Virgin ethos is always at the heart of the way we do things, and that won’t change.

Q. I’m currently an ntl:Telewest customer and I have a query about my ntl:Telewest product or service, so who do I write to or call?
A. You should contact ntl: Telewest directly at 0800 454 0000 for ntl customers, or 0800 142 0000 for Telewest customers.

Q. How will this affect Virgin Mobile’s suppliers?
A. It is business as usual.

Q. Where do I call with a query?
A. Virgin Mobile’s customer service number is 789 from a Virgin Mobile phone or 0845 6000 789 from any other phone, or email theteam@virginmobile.com.

Q. When will the rebranding happen?
A. The timescale for rebranding ntl:Telewest as a Virgin company hasn’t been announced yet but the business is keen to do it soon.

Q. Is T Mobile still Virgin Mobile’s network partner?
A. Yes.

Q. How can I get more information about ntl?
A. Visit www.ntl.com.