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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

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.

There’s a number of ways you can get help when it comes to choosing the right mobile for you. You can visit one of our high street stores, use our brilliant device help guides that are packed with useful, easy to follow information or check out our guide on Accessible devices.

Find your nearest store 
Device help guides
Choosing an accessible device 

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 can't speak on the phone, or prefer not to, you can use the Relay UK (previously Text Relay / Next Generation 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, or use the handy (and free!) Relay UK app.

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? If you choose to use a BT Textphone, Minicom, Uniphone or similar device instead of the app, you get a discount on your calls via Relay UK with Virgin Media. Calls to UK local and national numbers, made via the Relay UK service with the 18001 prefix, get an 80% discount. Whilst calls to UK mobiles, made via the Relay UK service with the 18001 prefix, get a 20% discount.

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

Find out more about Relay UK

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.

Find out more

How to use Relay UK

Head over to the Relay UK website for handy step-by-step guides.

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)

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.