Everything you need to know

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Alvin Wells
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Everything you need to know If you have any

1 Everything you need to know If you have any questions then give us a call on * 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/help/national/telephone National Welcome Pack_AW02.indd /6/09 10:51:11

2 Hello you We re sure you can t wait to get started, so let us say a quick thank you for registering with Virgin Media National. We re very glad to have you aboard. We certainly have lots to tell you, from what to do before your service is up and running, to the free online security, backup and photo prints that come as part of the package. But don t worry, we re not going to bore you with stacks of technical detail. What you have here is a handy little guide to all the essential stuff you need to know about your new Virgin Media National services. Contents Stuff you need to know right now 04 Setting up your broadband 06 Sorting out your phone 08 Your first ebill 09 Even more from us 10 Total control with My Virgin Media 12 Get in touch 14 Have a look through and keep it somewhere safe National Welcome Pack_AW02.indd /6/09 10:51:12

Stuff you need to know right now So far... We should have already been in touch via email and letter to confirm what you ve ordered and when your services will go live.

3 Stuff you need to know right now So far... We should have already been in touch via and letter to confirm what you ve ordered and when your services will go live. You can track the progress of your order by logging on to: client.virgin.net/ordertracker/start Your broadband (and your phone line and talk services if you ve ordered them) will become active on the dates shown in your recent s. Now, if you ve not received the s at the address you gave us (or you deleted them by accident), you can always log on to: virginmedia.com/dashboard/start or call us on * and we ll be happy to help. If you ve already got Virgin Phone, you can simply dial 150 for free. When will my wireless kit arrive? Your wireless kit will arrive by post a few days before your activation date. If it hasn t arrived by then, please give us a call on *, or from a Virgin Phone you can simply dial 150 for free. What about my current Internet Service Provider? Keep using your current broadband for now. On your go live date, your broadband may be unavailable for a short time while we switch your service from your old provider to us. When can I get started? Normally, your activation date will be between 7 and 10 working days after you registered we ll send you an and text to let you know the exact date.** We ll you using the preferred address you gave us when you registered. * For details on how much it costs to call our team, visit our website at virginmedia.com/help/national/telephone ** Activation dates may vary according to services chosen National Welcome Pack_AW02.indd /6/09 10:51:14

4 Setting up your broadband It s arrived! You should receive your wireless kit a few days before your activation date. It will contain the setting up instructions, plus a letter with the username and password you ll need for setting up. In order to roam wirelessly around your home, your computer needs to be capable of sending and receiving a wireless signal, so check it has an integrated wireless card. If it doesn t, you can buy a wireless USB adapter from us at virginmedia.com/shop, or from most high street electrical retailers. Alternatively, you can still connect your computer directly to the wireless kit with the Ethernet cable provided. If you re using other connection equipment you ve bought yourself, please refer to the instructions that came with it. We can t support any other wireless kit apart from the free one we ve sent you, and we can t guarantee any other kit will work. To make your life easier, we strongly recommend that you use our kit. How do I get online? When your wireless kit is all set up and ready, it couldn t be simpler to make your first broadband connection. All you do is open your normal internet browser (such as Internet Explorer, Firefox or Safari) by clicking on the icon on your desktop, and you re online. Why does my connection speed keep changing? Depending on your line, we may need to continually test and re test your line to work out the best possible speed for you. This may mean that your speed won t settle down for a few days, but when it does, it will be the fastest we can get you and that s a promise! How do I check my Virgin Media account? To get your Virgin Media Mail account set up, all you need to do is visit: virginmedia.com/dashboard/start When you re there, click on and enter your new address and password. Using Virgin Media Mail is easy as pie because we use the powerful Google software to provide your service. With Virgin Media Mail, you can: import your address book quickly and easily to save you typing out lots of addresses set up your mobile to get superfast access to your on the move use Google search to find any message you re looking for, no matter when it was sent or received use online chat either start a chat or reply to an with chat use up to 7GB of storage to archive your messages instead of deleting them, so they won t clutter up your inbox. If you need any help setting up or using Virgin Media Mail, just go to: virginmedia.com/help/virginmediamail Is it safe? Security is one of those boring but necessary things you need to do to keep your computer safe and your connection in tip top browsing condition. All our broadband customers get PCguard absolutely free, which gives you a firewall, anti virus protection, a pop up blocker and privacy manager so you can explore the web without worry. Find out more at: virginmedia.com/myvirginmedia/pcguard/find out more National Welcome Pack_AW02.indd /6/09 10:51:15

5 Sorting out your phone Ready, steady... talk If you like a good chat (who doesn t?), rest assured that with your Virgin Phone service you ll be getting a great deal. If you ve got a Virgin Phone line and one of our talk packages, here are a couple of tips to help you get the most from it. Can I change my talk package? Long distance love affair? Best mate moved abroad? If your calling patterns change, you can easily change your talk package online to ensure you re still getting the best deal. Simply visit my.virginmedia. com, or call us on * from any landline. Or, of course, you can call us on 150 from your Virgin Phone for free. How do I change my phone features? Phone features are nifty little things like voic , 1471, call waiting, alarm calls and number withholding services. Some are free and some have a small monthly charge; you can add to or change your phone features once a month. Of course, for some features, like getting us to ring you back when a friend s line is free, you don t need to set them up at all you can just use them when you need them. Again, for more info or to make changes, visit my.virginmedia.com, or call us on *, or 150 from a Virgin Phone line for free. Is that all? Yes! Virgin Phone couldn t be easier. We ll look after everything for you, and you ll only receive one bill for all your phone and broadband services. And if you ve still got any questions, did we mention how you can get in touch? We did? Good. * For details on how much it costs to call our team, visit our website at virginmedia.com/help/national/telephone/ Your first ebill Your first 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 first one will include the month you joined plus the next month of your contract. This month For example: Your broadband is activated st on March. th You will be billed on March for the whole month s service, st st ie from to March. And if you are joining Virgin Media for the first time, you may see a one-off 30 connection and set-up fee. After this, your bills will settle down to a single regular monthly payment. Need more information? Mon Tue Wed Thu Fri Sat Sun How can I pay my ebill? There are two easy ways for you to pay for your Virgin Media services. Just choose the one that suits you best. Direct Debit is by far the easiest, most straightforward way to pay and certainly the one we d choose. You can also pay by credit or debit card we accept MasterCard, Visa, Maestro and Solo. Simply call us free on 150 if you have a Virgin Phone line, or on * from any other land line or go to my.virginmedia.com/dashboard/start * For details on how much it costs to call our team, visit our website at virginmedia.com/help/national/telephone/ National Welcome Pack_AW02.indd /6/09 10:51:15

Extra free services and exclusive offers As you d expect from Virgin Media, we like to include a few little extras that we think make a big difference completely free of charge, of course.

6 Extra free services and exclusive offers As you d expect from Virgin Media, we like to include a few little extras that we think make a big difference completely free of charge, of course. V Stuff get free photo prints V Stuff is our free backup service, so you never need fret about losing precious family photos, your music collection or any other valuable files again. You can access it from any computer using your secure log in details. So, even if your PC gives up the ghost, all your data is still tucked up safe and sound. And, you can use V Stuff to print your photos for free. Find out more at: virginmedia.com/myvirginmedia/vstuff/find out more Connect a friend Connect a friend or family member to Virgin Media National and you ll both get 30 off your next bill. Simply give us a call on and we ll take it from there. Exclusive Virgin Mobile deals As a Virgin Media customer, you ll be eligible for some fantastic deals on Virgin Mobile services. Look out for something coming through you door, or keep an eye on virginmedia.com Even more from us National Welcome Pack_AW02.indd /6/09 10:51:17

Total control with My Virgin Media Now, it s over to you Have you heard about My Virgin Media?

It s easy. Just head to virginmedia.com click on the My Virgin Media tab at the top right of the page.

All sorts of stuff that allows you to really take control and get exactly what you want from Virgin Media.

7 Total control with My Virgin Media Now, it s over to you Have you heard about My Virgin Media? It s your own dedicated area on our website where you can manage every detail of your account, customise the service to suit your exact needs, and loads more too. How can I access My Virgin Media? It s easy. Just head to virginmedia.com click on the My Virgin Media tab at the top right of the page. When you get to the next page, click on the Login button, and enter your Virgin Media National address and password. Then you re in! What will I find there? All sorts of stuff that allows you to really take control and get exactly what you want from Virgin Media. For example, you can: manage your account see all the details of your account and change them if you need to; check your broadband speed and choose to upgrade your service if you wish; view information about your connection, or buy any kit you need from our online equipment shop, virginmedia.com/myvirginmedia/shop set up your contact details update your phone number, address and passwords, and select which newsletters you d like to receive view and pay your bills our ebilling service is a simple and secure way to view and pay your bills online. You re automatically set up view your ebill online just log on to virginmedia.com/myvirginmedia/billing. You can also choose whether to pay by Direct Debit or credit/debit card as well and do useful things access your , check your PCguard status and use V Stuff to back up all your precious files. See pages 7, 10 and 11 for more details on these services National Welcome Pack_AW02.indd /6/09 10:51:26

Get in touch We love hearing from you Any time you fancy a chat, pick up the phone. However, lots of common problems can be solved quite quickly if you use our online help. Go to: virginmedia.

8 Get in touch We love hearing from you Any time you fancy a chat, pick up the phone. However, lots of common problems can be solved quite quickly if you use our online help. Go to: virginmedia.com/help and look for the information for Virgin Media National customers. By Send us an at support@virgin.net and we ll do our best to get back to you within 48 hours. By phone For bills and payments Call * from any landline, or 150 free from your Virgin Media Phone line and select Option 1 when prompted. For service faults and technical support Call * from any landline, or 150 free from your Virgin Media Phone line and select Option 3 when prompted. For general enquiries Call * from any landline, or 150 free from your Virgin Media Phone line and select Option 1 when prompted. Moving house? If you re moving house, please get in touch with us on * and select Option 2 to arrange for your Virgin Media broadband, talk and phone services to be transferred to your new home. We cover just about everywhere in the UK, but the availability of broadband does vary from area to area. By using our Home Move service, we can help you avoid any disconnection fees, keep your address and make the transition as smooth as possible. The process normally takes about 15 days to complete, so please make sure you contact us in plenty of time before you move. * For details on how much it costs to call our team, visit our website at virginmedia.com/help/national/telephone National Welcome Pack_AW02.indd /6/09 10:51:28

Installation guide. Activate. Install your Broadband. Install your Phone. Install your TV. 1 min. 30 mins

Installation guide. Activate. Install your Broadband. Install your Phone. Install your TV. 1 min. 30 mins Installation guide 1 Activate Install your Broadband Install your TV 4 Install your Phone 1 min 0 mins 0 mins 5 mins INT This guide contains step-by-step instructions on how to: 1 Activate Before we do