Accessibility and extra support
 

Accessibility

At Virgin Media, we want everybody to enjoy our great products and services. That's why we're doing everything we can to make them accessible for disabled people.

 


 

Virgin TV

Find information on subtitles, audio description, and many other features in your Virgin services.
 


 


 

Virgin Broadband

By changing a few settings on your computer, browsing the web is an easier, more enjoyable experience.
 


 


 

Virgin Phone

We all love keeping in touch with family and friends. We'll show you what features make this possible for everyone.


 


 

Virgin Mobile

Looking for a new mobile? Many of our mobile phones are packed with useful accessibility features. We'll show you which features will help.


 


 

Our stores

To speak to a member of the Virgin Media team face to face, visit one of our high street stores.
 


 


 

Your account & billing

As well as providing bills in accessible formats, we have a service that lets a friend or family member look after your account.


 

    

Extra support

    


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.
 

    

    

We have endeavoured to make our site as user friendly as we can, as we want everyone who visits to have a great experience. Below is a list of keyboard shortcuts, assistive technologies and navigation tools we’ve implemented and we support to ensure pages are as accessible as possible.

Using our website

We have endeavoured to make our site as user friendly as we can, as we want everyone who visits to have a great experience. Below is a list of keyboard shortcust, assistive technologies and navigation tools we’ve implemented and we support to ensure pages are accessible as possible.

Keyboard navigation

  • Easy navigation for keyboard users.
  • Links that work with screen readers.
  • Links that are highlighted with keyboard focus.
  • Skip navigation links let you skip content. For sighted users, the ‘skip to’ links are revealed by pressing the tab key after the page loads. Sometimes you can skip to different areas of the page.

Screen reader navigation

If you’re using a screen reader, you can browse this page by using these keyboard commands:

  • H to move forwards through the page headings.
  • Shift + H to move backwards through the page headings.
  • 1 to navigate to the next level 1 heading (or 2 for the next level 2 heading, and so on until heading 6).
  • Shift + 1 to navigate to the previous level 1 heading (same applies for headings 2 – 6).
  • Insert + F5 to get a list of all form controls on the page.
  • Insert + F6 to get a list of all headings on the page.
  • Insert + F7 to get a list of all links on the page.

Accessibility guidelines

We’ve made this section of our site conform to the AA standard of the World Wide Web Consortium’s (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0). These guidelines are recognised all over the world as a benchmark for building accessible, user friendly websites.

Assistive technologies

The following assistive technologies are compatible with this section. They won’t work on areas with accessibility limitations.

  • JAWS version 12.0, 13 and 14 Screen Reader.
  • Dragon Naturally Speaking 11 and 11.5
  • ZoomText 9.1 and 10 Screen Magnifier.
  • If you have any problems with older versions of these applications or other assistive technologies, please tell us.

 

Contact us

Broadband, TV and Phone customers

Text us

Simply text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

For our text relay service, call us free on 18001 0800 052 2164.

You can also contact us through a sign language interpreter between 8am and midnight 7 days a week.


Mobile customers

Text us

Simply text us your query for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

For our text relay service, call us free on 18001 0800 052 2164.


The legal stuff

For details on our Accessibility and Vulnerability Policy, visit virginmedia.com/corporate/media-centre/public-policy-statements/accessibility-and-vulnerability-policy

*For call costs to our team from a Virgin Media home phone, visit our call costs page. Call costs from other networks and mobiles vary.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.