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Register your accessibility needs or personal circumstances
If you find it difficult to access any of our services due to a disability or personal circumstance, we can make adjustments to help you manage your account. Please let us know by calling 150 on a Virgin Media phone. Or you can also call, text or video relay us on 0345 454 1111*. With your consent, we can flag your account so our staff can respond to your needs appropriately.
For everyday call charges, please see our call costs.
Get priority help and support
If you or someone in your household has already registered for support, or you’ve let us know when reporting a fault, we promise to prioritise your appointment over our standard level of care.
Please note – bad weather, such as storms and floods, can stop our service technicians repairing overhead cables or working in maintenance holes.
Our accessibility features
If you or someone in your household has any impairments or needs extra help due to accessibility needs, find out what additional features or products we offer by selecting one of the options below:
*Please be aware that we recently updated the accessible features on our Virgin TV 360 box and our Stream box. If you have either of these boxes, turn it off at the power socket, wait 10 seconds, and then turn it on again. This will ensure our updated remote control instructions below match the new features you’ll get on your TV box.
Extra support and services
It’s important for us to 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.
Our customer service team is here to help if you have any specific needs or requirements or if you’re having difficulties you’d like to talk to us about.
For support with what to do if an account holder has passed away, or is critically ill, please go to our bereavement page.
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, here’s how we can help:
If you’re having problems with your service, we can help diagnose a fault – but we’ll need you to be at the property and be able to give us some account information. If you need an engineer as a result, we can arrange that too.
If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise this so we can speak to you on the call. If they can’t do this, or you’ve talked to us without them, we recommend becoming a named appointee on the account. You can do this by applying for a power of attorney, deputyship or benefits appointee. Find out more with Carers UK’s guide to
Communication preferences
You can ask to receive correspondence from us in alternative formats. All you need to do is tell us your communication preferences when you join or when you next contact us. You can do this via any one of our accessible contact channels Chat, SMS, Text relay or Video relay. The alternative formats we offer include:
Large print – size 20, 24, 28 fonts on standard white or coloured paper. Light green, pale blue, red, yellow or pink paper can make it easier to read.
Braille – grade 1 or 2.
Audio – listen to the tracks on the CD or use a screen reader or file viewer software to play the CD’s rich text format version of the document.
All communications will then be sent in the format of your choosing – except for urgent messages and some marketing materials. For example, you’ll continue to get email or text updates on your upcoming engineer visit.
Alternative contact options
To avoid long call wait times, send us a message on WhatsApp instead on 07305 327 112.
Monday to Friday 7am – 11pm, Saturday and Sunday 8am – 8pm
Text Relay service
Relay UK helps deaf, speech impaired and hearing-impaired people to talk to each other over the phone and via an app using the relay service. To contact us via Relay UK, download the Relay UK app or call us for free on 18001 0800 052 2164.
Video Relay service
If you’re a British Sign Language user, contact us using a British Sign Language video interpreter – or via the Interpreters Live! service, provided by Sign Solutions. You can also pre-book BSL Video Interpreters and other types of remote communication support. The service is available to you during our opening times.
If you're using a laptop or PC to contact us, go to InterpretersLive! here.
Alternatively, if you're using a mobile or a tablet for details, please use this InterpretersLive! link
*For call costs to our team from a Virgin Media home phone, visit our call costs page. Call costs from other networks and mobiles may vary. The text will be charged at your mobile providers standard rates. Our contact hours are Monday to Friday 8am—9pm, Saturday 8am—8pm and Sunday 8am—6pm.
