Our mobile phone access features


Today's phones can do some amazing things. Everybody will find something that helps them.

For example, if you have difficulty hearing or speaking, you might prefer to have conversations by text. Or, if you're older or living alone, you might find having phone numbers of friends and family close at hand can be really comforting when you're on the move.

Here are just some of the access features you might look out for. Knowing these can help you find a mobile that works for you. 


Virgin Mobile

You can contact our support team by using a sign language interpreter. To use this service just visit our secure page where you can download the plug-in when prompted. Make sure you have a webcam then press ‘Make call’. It’s as easy as that. But don’t forget, you’ll need a broadband speed of at least 1Mb.

You can use our service 7 days a week from 8am until midnight. If an Interpreter isn’t available immediately, simply hold or try again later. Outside working hours just leave your contact details in a video message, and we will get back to you as soon as we can.

If you have any problems connecting to the interpreter or would like to feedback on the InterpretersLive! service, simply get in touch with our partner, SignSolutions. You can contact them via a sign language interpreter at www.signsolutions.uk.com or send an email to office@signsolutions.uk.com.

If you have an hearing impairment, you may find these features useful:

  • Adjustable volume control.
  • Vibrate alert.
  • Compatibility with a loopset for your hearing aid.
  • Compatibility with keyboards.
  • Predictive text.

If you have a visual impairment , you may find these features useful:

  • Large, high contrast keys.
  • Large, high contrast display.
  • Voice activated dialling.
  • Keypad tones.
  • Screen readers such as VoiceOver.

If you have Dexterity issues, you may find these features useful:

  • Voice activated dialling.
  • Speed/short code dialling.
  • Predictive text.
  • Easy to grip phones with non-slip casings.
  • Compatibility with keyboards.

For help choosing your mobile, please visit one of our high street stores or contact us.

Find your nearest store

Choosing An Accessible Device

If you can't speak on the phone, or prefer not to, you can use the Text Relay service.

All you have to do is type your conversation into your textphone's keypad and wait for the other person to reply.

It doesn't matter whether the person you're talking to has a telephone or a textphone because a relay assistant will help you and the person you're calling.

Oh and guess what? You get a discount on your calls via Text Relay with Virgin Media. Calls to UK local and national numbers, made via the TextDirect service with the 18001 prefix, get an 80% discount. Whilst calls to UK mobiles, made via the TextDirect service with the 18001 prefix, get a 20% discount.

If you want to contact Virgin Media using Text Relay you can do so using the following Text Relay freephone number 18001 0800 052 2164

Text Relay is available 24 hours a day, 365 days a year.

Find out more about Text Relay

Next Generation Text Relay Service

The Next Generation Text Relay Service does everything our current Text Relay service does and a whole lot more.

If you currently use Virgin Media’s Text Relay Service, you won’t have to make any changes to the way you currently make or receive phone calls. You’ll still be able to use your BT Textphone, Minicom, Uniphone or similar device – and we’ll automatically connect you to the relay service as before. The only difference is you’ll have some nice extra features when you connect to Text Relay, thanks to our improved service.

Find out more

Next Generation Text App

Prefer an app to using a textphone? No problem. Virgin Media customers with accessibility needs can download and install our easy to use Next Generation Text app.

The Next Generation Text app works with a home, office, or mobile phone and provides a text connection in parallel with the phone call you make through the Next Generation Text 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.

Find out more

The Emergency SMS Service allows deaf, hard of hearing and speech-impaired people in the UK to send SMS's to the UK’s 999/112 Emergency Services.

These messages are passed to the police, ambulance, fire rescue, or coastguard who can also reply by SMS.

Access to E-SMS is available to all Virgin Mobile customers. Before they can use the service they must pre-register their Virgin Mobile number at https://www.emergencysms.org.uk/

It’s free to text the E-SMS Service so customers can use it even if they don’t have credit.

For all other information direct the customer to https://www.emergencysms.org.uk/ where they can see when & how to use the service, FAQ's & provide feedback about the service.

  • If you make an emergency call we will provide details of your location to the emergency services where it is possible for us to do so
  • You will need to have network coverage from a UK operator in order to make an emergency call, and have a live SIM in your handset (i.e. not one that’s been terminated)


Contact us

Broadband, TV and Phone Customers

Call us

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone between 8am and 10pm 7 days a week.

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

Call us

Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone between 8am and 10pm 7 days a week.

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.

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 details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

** Please note that standard charges apply. Please check with your network operator for rates.