Original article ISPreview UK:Read More
Over the past few months we’ve noted how quite a few existing customers of UK ISP Virgin Media’s (O2) home broadband packages are, at the end of their first contract term, now being offered significant automatic extensions to their existing discounted service price – often lasting for another 12-months.
The emails, which typically come from an official vmteam@virginmedia.co.uk address, are not to be confused with the usual mandatory End-of-Contract Notification (ECN) letters (those are sent separately and often arrive a bit later than this one – usually with less attractive deals) and have even resulted in some people questioning whether they’re a scam, due to the attractive nature of the offer. But in most cases, the offers are in fact real.
The significant benefit of this, other than the obvious ability to continue benefitting from the same low price as you were on before, is that customers who receive the message don’t have to play the usual haggling game with Virgin Media’s retentions department at the end of their term. Virgin’s standard post-contract prices can be steep, which would normally make negotiation essential to avoid a huge price hike (Retentions Tips).
One other benefit is that customers who accept this offer will NOT need to take out a new contract to benefit, although annual mid-contract price hikes will continue to apply just as they did under the original term.
Example Email from Virgin Media
Good News!
We’ve extended your discount for 12 monthsHello XXXXXXXXXXX,
You currently enjoy our Broadband bundle for the discounted rate of £??? a month, which will end on ???????? 2026.
As a valued customer of ours, we want to make sure we continue to offer you the very best deal we can. As your current discount is about to expire, we will apply the same* discounted rate for another 12 months, starting from ?????????? 2026.
What this means is you’ll keep enjoying our Broadband bundle uninterrupted and at the same great price* with no fuss and no new contract.
Thanks for being with us
The Virgin Media team
* Prices will increase every April in line with your T&Cs
This email is separate to the one we send out near the end of your contract, which will outline all your options, including options to renew your contract. The details within this email were correct as at ?? February 2026.
Remember, we will never ask you for personal information via email.
Please do not reply to this email.
A spokesperson for Virgin Media confirmed that they first started making such offers back in mid-2025 and added that they are “constantly evolving and reviewing our products and services to ensure we’re giving our customers the best possible experience with us“. But they also confirmed that such offers are NOT being proactively made to every single customer nearing the end of their minimum contract period.
Sadly, the provider declined to clarify which groups were being targeting with this discount, although we have noted that many of those receiving the emails were broadband-only (solus) customers. Subscribers who don’t receive this specific promotion will of course continue to receive less attractive deals via the usual ECN letters (in that case you may have better luck by contacting their retentions team). Credits to Scott, Mark and Barry for highlighting this offer to us.