It’s really important to us at Virgin Media to always give you the best customer service possible. So if you ever feel we’ve fallen short of this, please let us know. We’d love to work with you to put things right and we’ll always try to use your feedback to improve things for other customers as well.
This Code lets you know how to go about making a complaint and how to take it further, if you need to. It covers the phone, broadband and TV service provided to you by Virgin Media Ltd, and the mobile service provided to you by Virgin Mobile Telecoms Ltd.
If you’re not completely happy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again.
If you don’t feel we have correctly provided compensation under the Automatic Compensation scheme let us know, and we will ensure we follow this process to see if we can resolve matters. You can find out more about our Automatic Compensation Code here: https://www.virginmedia.com/help/automatic-compensation
How to get in touch There are 3 easy ways to get in touch with us. Please remember to give us your details, including your account number, address and contact number when you do, so we can get back to you as quickly as possible.
Give our Customer Care team a ring on the numbers below. We’ll do our best to resolve your complaint on the call, but sometimes we’ll need to look into things in more detail and reaching a resolution may take longer.
150 free from your Virgin Media phone or 0345 454 1111* from any other phone line
**789 *free from your Virgin Mobile phone or 0345 600 0789 from any other phone line
*Find out call costs to our team from a Virgin Media home phone at virginmedia.com/callcosts. Call costs from other networks and mobiles may vary.
On our contact us page, you’ll see a link to our web form. Complete the form to let us know what went wrong and what we can do to put this right for you. We always aim to resolve complaints in the first instance and respond within 7 days, but this isn’t as quick as calling us.
In some cases, it can take up to 28 days. This depends on the issues you’ve raised, as we always try to give your comments the attention they deserve. To help speed up this process, please make sure you answer the Data Protection (DPA) questions accurately
It’s not as quick, but if you prefer to send us a letter, you can write to us at:
Your letter will be acknowledged within 48 hours of receipt and we aim to resolve all written complaints within 28 days once we’ve received them.
If we don’t hear from you within the 28 days from the date of the letter, we’ll take this as confirmation you’re satisfied with the resolution and we’ll write to you again to let you know we’re closing your complaint.
We’ll let you know as soon as we think we have a resolution. This could be on the original call, if we can sort things out there and then, or if we can’t, we’ll be back in touch to let you know.
We’ll try to contact you by your preferred method first. If this is by telephone, please let us know the best numbers to reach you on. If we miss you, we’ll drop you a text with our telephone number so you can ring us back when you’re free during our opening hours.
If we can’t reach you to let you know about our proposed resolution, we’ll email you instead, or if we haven’t been able to clear Data Protection we’ll write to your home address. Your case will remain open for 28 days so you’ll have enough time to review and consider our proposal. If you’re happy with the resolution, please let us know so we can close your case down.
If we don’t hear from you within the 28 days from the date of the letter, we’ll take this as confirmation you’re satisfied with the resolution and we’ll write to you again to let you know we’re closing your complaint.
When we get your complaint, we’ll aim to resolve it to your complete satisfaction. If you don’t feel this has been done, you can ask to escalate the issue to a manager. If you call in, a manager may be available to talk to you immediately or they may call you back at a time that suits you. If the manager has to call you back, please let us know which daytime and evening contact numbers work best for you. The manager may get back to you in writing as well. If, after discussing your case with a manager, you still feel we’ve not dealt with your complaint appropriately, please ask for your complaint to be reviewed by a Senior Manager.
Just so you know, if your complaint is referred to our specialist Resolutions department, it means your case is being reviewed by a Case Manager at first point of contact. If you still feel dissatisfied, your complaint will be reviewed by a Senior Manager.
If, after following the process above, you’re still not happy with the outcome of your complaint, you can refer it to independent adjudication.
If we haven’t reached an agreed settlement within 8 weeks of receiving your complaint, or we agree in writing before the 8 weeks are up that the dispute should be settled by independent adjudication, we’ll send you a letter or email confirming that you have the right to refer your complaint for independent consideration through Alternative Dispute Resolution. This service is absolutely free of charge.
Here’s the contact details of the two adjudication schemes you can use: TV, broadband, phone or mobile complaints
You may also be able to refer a dispute to the European Online Dispute Resolution (“ODR”) platform at http://ec.europa.eu/odr. It’s a web-based platform designed to help consumers who’ve bought goods or services online. It provides access to independent alternative dispute resolution services that are usually free to use.
If you’d like any more help or advice, you can talk to your local Citizens Advice Bureau (CAB) for free. But, just so you know, this isn’t part of the formal complaint process.
If you want to contact us using our Text Relay Service, call our Text Relay freephone number on 18001 0800 052 2164.
Ring 789 from your Virgin Mobile phone. It’s completely free. or ring us on 0345 6000 789 from any other phone.
Or you can get in touch through a sign language interpreter for Video Relay Service, 7 days a week from 8am until midnight.
*Find out call costs to our team from a Virgin Media home phone a virginmedia.com/callcosts. Call costs from other networks and mobiles may vary.
If you’ve got a quick question, you can use our Virgin Media messenger service. Rather than Live Chat, it works like a text message conversation. Some responses may not be immediate but it allows you to carry on with your day rather than waiting to get through on the phone. Simply return to the browser you sent the message in to check and respond. Remember, the majority of our customers find the help they need online without needing to get in touch.
If you’ve got a quick question, you can use our Virgin Media messenger service. Rather than Live Chat, it works like a text message conversation. Some responses may not be immediate but it allows you to carry on with your day rather than waiting to get through on the phone.
We’re always trying to enhance our web support. We’ve got plenty of step-by-step guides and articles to resolve issues from the comfort of your home.
Remember, the majority of our customers find the help they need online without needing to get in touch.
We aim to get back to you as soon as we can, but this might take longer if you get in touch outside of our opening hours.
If you’re not completely happy with our service, please let us know as soon as you can. We’ll do our best to put things right, so you can carry on enjoying your services again.
If we can’t reach you to let you know about our proposed resolution, we’ll email you instead, or if we haven’t been able to clear Data Protection we’ll write to your home address. Your case will remain open for 28 days so you’ll have enough time to review and consider our proposal. If you’re happy with the resolution, please let us know so we can close your case down.
If we don’t hear from you within the 28 days from the date of the letter, we’ll take this as confirmation you’re satisfied with the resolution and we’ll write to you again to let you know we’re closing your complaint.
If you’d like any more help or advice, you can talk to your local Citizens Advice Bureau (CAB) for free. But, just so you know, this isn’t part of the formal complaint process.
How to register your accessibility needs or personal circumstances If you have any impairments or personal circumstances that we need to make adjustments for, please tell us. Simply call
Were committed to making all our products, services, online content & apps accessible & inclusive for everyone. This means that were continually making improvements where youve told us something isnt working or where weve put unintentional barriers in your way. If you or someone in your household have any impairments or need extra help due to accessibility needs or personal circumstances, weve listed how you can enjoy our Virgin Media broadband, TV, home phone and mobile services by enabling additional features that work for you.
If you cant see your screen very well, audio description will transform the way you watch TV. A voice tells you whats happening in the programme youre watching. Youll never miss important things like facial expressions, body language and movements on screen – because theyre all described in detail. Broadcasters only provide audio description for certain programmes. But whenever its available well make sure you can hear it. From 26th April 2022, instead of having dedicated channels with audio descriptions, you’ll be able to watch the original channels and turn on audio descriptions when you need them. How to turn on audio description on a Virgin TV 360 box or on Stream from Virgin Media:
If you struggle with the programme guide on your TiVo®, let our amazing Virgin TV apps do the work for you. Virgin TV Go
Let’s you watch telly at home or on the go, anywhere in the UK. You can now watch selected live TV channels (including BT Sport), On Demand and Box Sets* on 3G/4G as well as on WiFi, on two compatible devices, (this includes mobiles, tablets or web browsers). With Virgin TV Go you can access subtitles and audio description on Live TV. In addition, Virgin TV Go is compatible with accessible access options on your device. We’re currently working on supporting subtitles or audio description with On Demand content in Virgin TV Go. On all devices Virgin TV Go offers: • Subtitles when watching Live TV (dependent on the channel) • Audio description when watching Live TV (dependent on the channel) When using the Virgin TV Go app on Android, iOS and Windows 10, assisted access options such as VoiceOver, TalkBack or East of Access are supported. When using Virgin TV Go via a computer browser, assisted access support is dependent on your operating system. Using Subtitles and Audio Description Not all channels carry subtitles or audio description for Live TV. Where the channels do carry these, you can access them when watching the channel. To do this: • Select or Tap on the language options icon • Choose your subtitles or audio description options. You’ll only see the options for the language options available If you don’t see the language options icon then the channel doesn’t offer either subtitles or audio description. Virgin TV Control Manage and set recordings on your Virgin TV V6 or TiVo box from anywhere in the world with Wi-Fi, 3G or 4G. Plus, turn your mobile or tablet into a handy extra remote to browse the TV Guide or change channel when you’re at home. With a Virgin TV V6 box, you can even stream selected recordings to a mobile or tablet around the home.
Using the Virgin TV V6 and TiVo® services audio cues If you have difficulty seeing your screen, Virgin TV V6 and TiVo®s audio cues might help you find your way around your menus. These are sounds that show actions and reactions to button presses on the remote control. There are four main audio cues:
Our high contrast Virgin TV V6 and TiVo® box remote is available to all our customers with accessibility needs who may benefit from it. All Virgin TV V6 and TiVo® box remotes offer the following features: • Buttons of different shapes to make using them easier. • Curved sides so you know which way its facing. • A raised indicator on the 5 button. • Audio feedback cues on the TV. • Audio description available.
When choosing a mobile phone you may want to look out for the following features: Voice-activated dialling and a big, clear keypad that makes noises when you type; a large, high contrast screen and VoiceOver or a similar screen reader feature. You can now view Accessibility features on our Mobile phone handsets. Find out more on our Pay Monthly Phone options.
The High Contrast User Interface setting on both the Virgin TV 360 box and the Stream box changes the screen colours and overlay transparency, providing a higher contrast between text and the background across all our TV menus. How to turn on High Contrast:
Enlarged version of TV Guide on the Virgin TV 360 box and Stream from Virgin Media The enlarged version of the TV Guide is available on the Virgin TV 360 box and the Stream box. It has significantly enlarged elements and text, so it’s much easier to identify and read information. This will make it easier to: • See which programmes are airing now on different channels and which channel and programme is currently playing See the schedule for a particular day for any channel….. • Up to 14 days in the future • 7 days in the past (including access to Catch Up content where available) • Identify which events are available via Catch Up, plus on the Virgin TV 360 box you can see which events have been recorded, are planned for or currently recording, and which are PIN protected You can access the Enlarged TV Guide on the Virgin TV 360 box and the Stream box by pressing 555 on the remote. To set the Enlarged Guide as the default for the active profile:
Alternatively, you can use voice control, simply:
If you find it hard to see your screen, voice control on both the Virgin TV 360 box and the Stream box can help make a positive difference to the way you control and navigate our TV guides and menus. Simply press the microphone button in the middle of the Virgin TV 360 or Stream remote and speak a command to: • Quickly search for your favourite shows • Access different menus, like the TV Guide • Open apps such as Netflix or BBC iPlayer • Switch to any channel • Play and control video by saying instructions like ‘Skip forward one minute’ • Turn subtitles and audio description on and off
If you cant see your screen very well, using Voiceover guidance will read aloud the text on screen from the Live TV Guide, making it easier to browse and navigate. How to turn on voiceover guidance on the Virgin TV 360 box and Stream from Virgin Media:
VoiceOver and TalkBack support Virgin TV Go is our companion and streaming app that works together with the Virgin TV 360 box and Stream from Virgin Media. This clever app lets you watch telly at home or on the go on your devices, anywhere in the UK. You can watch selected live TV channels, on demand and more using either a mobile connection or WiFi. The TV Go app provides spoken feedback to users who have the Apple ‘VoiceOver’ or Android ‘TalkBack’ accessibility features enabled. This means the app can be used without needing the screen. The app announces buttons, icons, on screen text and messages, as well as providing special navigational aids. Use the app as a spoken remote control You can also use the app as a remote control that allows you to control your Virgin TV service from your device. What’s more, it also works with VoiceOver.
Virgin TV will always give you the option to see subtitles that the broadcaster has made available – please note that the amount of subtitling varies widely across TV channels and on demand content. On the Virgin TV 360 box or on Stream from Virgin Media
If you’d like to change the setting for the channel you’re watching:
Alternatively, you can use voice control, simply:
On the Virgin TV V6 and TiVo® box The easiest way to turn on subtitles on the Virgin TV V6 and TiVo® box is to press the Subtitles button on your remote. You can also turn subtitles on through your Virgin TV V6 and TiVo® boxs menu:
On the V+ or V HD box
Relay UK – previously called Text Relay or Next Generation Text Relay – is a service provided by BT, available 24 hours, all 365 days a year. Rather than speak on the phone, you download and use the free Relay UK app or have conversations by typing on your (Mincom, Uniphone) textphone keypad.
TextNumber To save people from dialling the 18002 prefix, you can get a TextNumber. This is a separate number that works alongside your regular phone number. Find out more about TextNumbers Relay UK App Prefer an app to using a textphone? No problem. Virgin Media customers with accessibility needs can download and install the easy to use Relay UK app.
The Relay UK app works with a home, office, or mobile phone and provides a text connection in parallel with the phone call you make through the Relay UK service.
The app is available on a range of compatible devices like your laptop, tablet and smartphone, so all you need is a good WiFi connection to download it. It’s also totally free to download and available from the usual app stores. For any updates, don’t forget to check back here.
When using the app, there’s no need to add the 18002 prefix – this is done automatically for you.
How to use Relay UK
Head over to the Relay UK website for handy step-by-step guides.
If youre a textphone user and you need to call the emergency services (police, fire or ambulance), dial 18000. You can also use emergency SMS to call 999 on your Virgin Mobile Your Virgin Mobile number must be registered before you can use the emergency SMS Service :
To find out more about this free service: emergencysms.org.uk
If youre a British Sign Language (BSL) user you can contact the emergency services through a British Sign Language interpreter using 999 BSL. 999 BSL is an Emergency Video Relay Service that enables you to sign to an interpreter via your webcam, the BSL interpreter will then call the 999 operator and relay the conversation for you. Here’s how to use it:
Will I be charged? You will not be charged for making calls to the Emergency Services via the 999 BSL service, nor will your mobile phone data be affected/used. If you run out of data, you will still be able to make a call via the 999 BSL service.
Tone callers are little gadgets that connect to your phone socket and make your phones ringtone much louder. Theyre great if you miss calls because you dont hear the phone ring.
Models usually have a volume control, a choice of different tones and flashing lights that tell you when the phone is ringing.
Tone callers work with a Virgin Phone line. But make sure you dont have too many phones plugged in to your phone line around the home, as this might stop them from ringing. Try disconnecting one of the phones if this happens to you.
You can buy a tone caller from stores like Maplin or Amazon.
Highlight sign language on the Virgin TV 360 box and Stream from Virgin Media The availability of sign language and audio description for a programme is shown alongside the show description within the guide and in detail pages. The ‘Highlight Sign Language in Guide’ option will additionally display the “SL” logo alongside the show names in the grid Guide and Enlarged Guide to make it clear which shows with signing available. How to turn on Highlight Sign Language in Guide On your Virgin TV 360 box and Stream box
If you cant read or hold a phone book very well, don’t worry – you may be eligible to register for a free Directory Enquiries service.
If you want to find a number for someone or a business, just follow the steps below and you’ll be given the number youre looking for, free of charge.
How to call Directory Enquiries from your Virgin Phone:
*in line with our latest tariff guide
It’s important to us that we treat all our customers fairly and support those who need a little extra help. As such we’ll always try to offer the most appropriate services for your personal circumstances, and help out where we can when circumstances require we do so. If you have any specific needs or requirements, or you’re having difficulties you’d like to talk to us about, our customer service team is ready to help you however they can.
If the account holder is no longer with us, their account can be: • Closed in 7 days or sooner. Please email your bereavement disconnection form to us. • Put in someone else’s name in 7 days or earlier. To name a new account holder, please email your bereavement transfer form to us, unless you’re also changing services – for that, please speak to us. Call 0800 952 2302, Monday to Friday (8am to 8pm) or Saturday (9am to 5pm).
Do you support someone who is older, has a physical or mental illness or is disabled and want to help them get the most from their Virgin Media services? If so, its important to understand what we can help you with. We can always help diagnose a fault as long as you are in the property and able to give us some account information. Should you require an engineer as a result of the fault, we can arrange that too.
If you want to make a payment and contact us, we can do that although, some restrictions will apply. If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise us to speak to you on the call. If they are unable to do this or you have to talk to us without them, we recommend that you consider other ways to become a named appointee on the account, such as through applying for a power of attorney or deputyship. Weve partnered with this amazing charity so we can support 1 million unpaid carers. You can find out more about our partnership. Carers UK offer a range of practical information, advice and support for unpaid carers – find out more at www.carersuk.org/support
If you need to tell us that you have given power of attorney to a friend or family member, or if you are the friend or family member of someone who has given you power of attorney, you can let us know by sending a copy of the official power of attorney document to us via post or email. Alternatively, you can contact us by phone, Text Relay or Video Relay as depending on the type of power of attorney you have been granted we may be able to validate your status immediately. Our postal* address is: Virgin Media Concord House
Our email address is [email protected] but make sure that the document is attached as a PDF file. We will also require your full name, the account number you’re taking over, account details and a covering note. *We recommend that you send us the original documents to us using a recorded delivery. We will return the documents to you once we have received them and we’ll send a confirmation letter to you within 48 hours, though it may take a few days to arrive.
Our charity partner Scope offer free, independent and impartial advice and support to disabled people and their families. Helpline Their helpline information officers can answer questions and talk you through a wide range of topics connected with disability including finance, social care, work, equipment and assistive technology and housing and home adaptations.
Opening hours: Monday-Friday: 8am to 8pm Saturday and Sunday: 10am to 6pm
For more information and other ways to use the helpline please visit www.scope.org.uk/helpline Online advice and support Scope’s website is available with information, advice and support whenever you need it. Please visit www.scope.org.uk/advice-and-support Online Community Scope’s online disability forum is a vibrant and supportive space for disabled people, parents and carers to get disability advice and information, and talk to people with similar experiences. For more information or to join the community please visit https://forum.scope.org.uk/
To discuss options and potential payment plans, please call 150 on a Virgin Media home phone or mobile. Or 0345 454 1111 (call costs vary).
For free, unbiased, independent advice about money and debt, as well as financial tools and information, you can also speak to:
•www.MoneyAdviceService.org.uk or www.MoneyAdviceScotland.org.uk •www.citizensadvice.org.uk or www.citizensadvice.org/NIreland or email [email protected] •www.AdviceUK.org.uk – includes specialist advice for minority communities and people with disabilities. •www.NationalDebtline.org •www.StepChange.org
FAQ
How do I contact Virgin customer care?
Is there a free phone number for Virgin Media?
Is Virgin customer service 24 hours?
All of the calls via 150 or 0345 454 1111 go through the same IVR and the first available agent answers the call irrespective of where they are located.
How do I speak to someone at Virgin Mobile UK?
All of the calls via 150 or 0345 454 1111 go through the same IVR and the first available agent answers the call irrespective of where they are located.