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Virgin Broadband and the web

We want to improve the way our websites work with assistive technologies like screen magnifiers and voice activation software.

We hope these little changes will help make the web even more enjoyable for all.
 

Using Virgin Broadband

We know our site isn't perfect. Sometimes we've had to include features on our site that may cause accessibility issues, like video content from other people or organisations.

If you only use a keyboard or screen reader, there are visible skip links so you can skip a section. They appear when you tab onto them.

We're working hard to stop these problems or provide accessible alternatives in future.

The BBC has a site called 'My Web My Way' help you use your computer's access features. There are guides on topics likes changing fonts and colours, making your keyboard easier to use and finding content with British Sign Language.

Go to the BBC My Web My Way site link opens in a new window

Here are some of the access features of this website:

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.
Changing the colour and font of the display

You can also use the controls in your browser to change the size of the text or the colour of the display.

For example, to change a website font and colour settings in Internet Explorer:

  • Open Internet Explorer.
  • Click the Tools button, and then click Internet Options.
  • Click the General tab, and then click Accessibility.
  • Select the 'Ignore colours specified on web pages', 'Ignore font styles specified on web pages,' and 'Ignore font sizes specified on web pages' boxes', and then click OK twice.
Links, new windows and layers

Links to pages and other websites will open in the same window unless we say so. Some links can also open in a pop-up window on top of the page you're viewing.

A text link is like this: Follow Richard's challenge (opens in a new window) The text (opens in a new window) is hidden for screen reader users.

Accessibility guidelines

We've made this section of our site conform with 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.

Browser compatibility

This section works with modern browsers including Microsoft Internet Explorer 8+, Mozilla Firefox, Apple Safari, Google Chrome 10+ and Opera 10+.

If you have any problems with older versions of these browsers, please let us know.

Web standards and technologies

This website was made to meet World Wide Web Consortium (W3C) standards for HTML 5 (HyperText Mark-up Language) and CSS (Cascading Style Sheets).

This website uses HTML and CSS. It also uses JavaScript in places.

We understand how important it is to be contactable and have the ability to contact others. So when it comes to faults with your home Phone or Broadband, we give priority to customers who have impairment and have an urgent need for repair. To make use of this service, we ask customers with an impairment or health condition to pre-register their requirements with us. Just give our Customer Care team a call on 150 from your Virgin Media Phone or from your Mobile, call 0345 454 1111 – Select option 2.

Please note: we’ll prioritise your repair over standard care levels but there may be circumstances beyond our control that mean we can’t. For example, inclement weather conditions like floods or storms can stop our engineers carrying out repairs to overhead cables or working down manholes.

Priority fault repair is available for broadband and home phone services where:

  • you have no dial tone or cannot receive or make calls on your landline phone, or 
  • you experience a total loss of Broadband connection and cannot access the internet.

This service is not available for TV or mobile faults.

Get in touch

Some of our call centres are closed, so please only call if you need to. Instead, please use the help available online. Find out more

 

Text us

Broadband, TV, Phone customers
Text us for free on 07533 051 809 ^

Mobile customers
Text us for free on 07533 016 422 ^

Monday to Friday, 7am until 11pm
Saturday and Sunday, 8am until 8pm


Call our Customer Service team

Broadband, TV, Phone customers
Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone

Mobile customers
Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone

Monday to Friday, 8am until 9pm
Saturday, 8am until 8pm
Sunday, 8am until 6pm


Text Relay Service

RelayUK helps deaf, speech impaired and hearing impaired people to talk to each other over the phone & via an app using the relay service.

To contact us via RelayUK you can download Relay UK app or call us free on 18001 0800 052 2164


Video Relay Service

Video Relay allows British Sign Language users connect to us via an interpreter

Monday to Sunday, 8am until midnight


*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.