Our home phone access features
We think everybody should be able to enjoy their home phone. It's great for chatting to loved ones, or helping you live an independent life if you're not as mobile as you used to be.
We have access features to help you keep in touch, find business numbers and make sure you don't miss that all important phone call.
Video Relay Service Video Relay Service
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 email@example.com.
Relay UK (Text Relay) Service Relay UK (Text Relay) Service
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.
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.
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.
How to use Relay UK
Head over to the Relay UK website for handy step-by-step guides.
Using this accessibility website Using this accessibility website
Here are some of the access features of this website:
- 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.
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.
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.
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).
Emergency services Emergency services
If you're a textphone user and you need to call the emergency services (police, fire or ambulance), dial 18000.
Making a call to a Text Phone Making a call to a Text Phone
Starting a call
To start a call, dial 18002 then the full phone number of the person you want to call, including the area code (and international country code if you're calling outside the UK).
Prefix 18002 + Area code 01234 + Number xxx xxx
If the person you're calling picks up using a textphone, you will hear a recorded Text Relay greeting message while you wait for a relay assistant to join the call.
If the person you're calling picks up using a telephone, the call will be treated like a standard telephone call. However, if at any point the person you’re calling switches to a textphone, you will hear a recorded Text Relay greeting message while you wait for a relay assistant to join the call.
During the call
Each person takes their turn to speak or type. When you've finished, say 'go ahead'. For example: Hi Ryan, how's the new job going? Go ahead.
Remember to allow enough time for the relay assistant to type your side of the conversation to the person you're calling and read their response back to you.
Please note: The other person might use their own voice to speak to you, but they cannot hear your reply. If they do speak directly, don't try to reply until they have said go ahead.
Ending a call
When you want to end your call, just say 'bye' or 'goodbye' and wait for their reply – this gives them the chance to say something else, in case they don't want to end the call. For example:OK, give me a call Saturday and let me know about your week. Bye.
Receiving a call
If you receive a call from Text Relay, you will hear the following recorded message: Please hold for an operator-assisted call from a textphone user.
A relay assistant will then be connected to the call. Once connected, you will hear the relay assistant say: Hello, you have a call from a deaf or speech-impaired person and I will be relaying the call. Please say 'go ahead' when you have finished speaking. If you have not used Text Relay before, you can ask the relay assistant to explain how it works.
Directory Enquiries Directory Enquiries
If you can't read or hold a phone book very well, don’t worry - you may be eligible to register for a free Directory Enquiries service.
If you want to find a number for someone or a business, just follow the steps below and you’ll be given the number you're looking for, free of charge.
How to call Directory Enquiries from your Virgin Phone:
1. Call for free on 0800 587 0195 to ask for your form. As well as filling out details about yourself, you'll also need someone like a doctor, nurse or other medical practitioner who knows you to countersign the form before you send it off.
2. You'll then be contacted and issued a PIN for you to use whenever you dial 195 Directory Enquiries again. Don't forget to make a note of it!
3. Tell us what number you're looking for and, providing it’s listed, we'll find it for you. We can even put you straight through if you like (although this part of the call will be charged*).
4. Call 195 whenever you want to use Directory Enquiries again. You'll be asked for your name and PIN.
*in line with our latest tariff guide
Telephone Fault Priority Telephone Fault Priority
Priority fault repair:
We understand how important it is to be contactable and have the ability to contact others. So when it comes to faults with your phone, we give priority to customers who have an 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 Mobile, or call 0345 454 1111.
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.
Tone callers Tone callers
Tone callers are little gadgets that connect to your phone socket and make your phone's ringtone much louder. They're great if you miss calls because you don't hear the phone ring.
Models usually have a volume control, a choice of different tones and flashing lights that tell you when the phone is ringing.
Tone callers work with a Virgin Phone line. But make sure you don't have too many phones plugged in to your phone line around the home, as this might stop them from ringing. Try disconnecting one of the phones if this happens to you.
You can buy a tone caller from stores like Maplin or Amazon.
Talk Protected Talk Protected
Talk Protected is designed for customers whose home phone is their lifeline.
The price of the package is frozen at £17.99 for as long as you're a Virgin Phone only customer and it comes with inclusive calls to UK landline, mobile, 0845 and 0870 numbers on evenings and weekends.***
You also receive some great additional services offering more control over your phone line and how you pay your bills. Plus discounts on other Virgin Phone plans if you choose to upgrade your service.
Benefits of Talk Protected
- No price rises as long as you’re a Virgin Phone only customer*
- Free evening and weekend calls to UK landlines and UK mobiles, and 0845/0870 numbers***
- Discounts off other Virgin Phone plans
- Free calls to directory enquiries (118 180)
- Paper billing at no extra cost
- Free caller display and voicemail
- Option to pay in a way that suits you (non-direct debit)
* If you add Virgin TV, Virgin Mobile or broadband to your account, you'll no longer be eligible.
Talk Protected is automatically given to Virgin Phone only customers over the age of 65 and those with:
- Limited mobility
- Limited speech and language
- Limited dexterity
- Cognitive or learning disabilities
- Blindness or poor sight
- Deafness or being hard of hearing
No action is required if you are an eligible customer. Talk Protected will automatically be added to your account.
How to register with us How to register with us
Accessibility requirements may include:
- Being deaf or hard of hearing
- Being blind or partially sighted
- Having difficulty with speech
- Having difficulty with mobility
- Having difficulty with dexterity
- Having cognitive or learning disabilities
If you are currently experiencing any of the issues above and haven't already made us aware of this, or would like to discuss any other issue which you feel may not be included in the list then please call our team on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone and select option 1.
*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.
Broadband, TV and Phone customers
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.
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.
*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.