We're committed to making all our products, services, online content & apps accessible & inclusive for everyone. This means that we're continually making improvements where you've told us something isn't working or where we've put unintentional barriers in your way.
If you or someone in your household have any impairments or need extra help due to accessibility needs or personal circumstances, we've listed how you can enjoy our Virgin Media broadband, TV, home phone and mobile services by enabling additional features that work for you.
If you can't see your screen very well, audio description will transform the way you watch TV.
A voice tells you what's happening in the programme you're watching. You'll never miss important things like facial expressions, body language and movements on screen - because they're all described in detail.
Broadcasters only provide audio description for certain programmes. But whenever it's available we'll make sure you can hear it. From 26th April 2022, instead of having dedicated channels with audio descriptions, you’ll be able to watch the original channels and turn on audio descriptions when you need them.
How to turn on audio description on a Virgin TV 360 box:
If you struggle with the programme guide on your TiVo®, let our amazing Virgin TV apps do the work for you.
Virgin TV Go
Let’s you watch telly at home or on the go, anywhere in the UK. You can now watch selected live TV channels (including BT Sport), On Demand and Box Sets* on 3G/4G as well as on WiFi, on two compatible devices, (this includes mobiles, tablets or web browsers).
With Virgin TV Go you can access subtitles and audio description on Live TV. In addition, Virgin TV Go is compatible with accessible access options on your device.
We’re currently working on supporting subtitles or audio description with On Demand content in Virgin TV Go.
On all devices Virgin TV Go offers:
• Subtitles when watching Live TV (dependent on the channel)
• Audio description when watching Live TV (dependent on the channel)
When using the Virgin TV Go app on Android, iOS and Windows 10, assisted access options such as VoiceOver, TalkBack or East of Access are supported.
When using Virgin TV Go via a computer browser, assisted access support is dependent on your operating system.
Using Subtitles and Audio Description
Not all channels carry subtitles or audio description for Live TV. Where the channels do carry these, you can access them when watching the channel.
To do this:
• Select or Tap on the language options icon
• Choose your subtitles or audio description options. You’ll only see the options for the language options available
If you don’t see the language options icon then the channel doesn’t offer either subtitles or audio description.
Virgin TV Control Manage and set recordings on your Virgin TV V6 or TiVo box from anywhere in the world with Wi-Fi, 3G or 4G. Plus, turn your mobile or tablet into a handy extra remote to browse the TV Guide or change channel when you’re at home. With a Virgin TV V6 box, you can even stream selected recordings to a mobile or tablet around the home.
Using the Virgin TV V6 and TiVo® service's audio cues
If you have difficulty seeing your screen, Virgin TV V6 and TiVo®'s 'audio cues' might help you find your way around your menus. These are sounds that show actions and reactions to button presses on the remote control.
There are five main audio cues:
Our high contrast Virgin TV V6 and TiVo® box remote is available to all our customers with accessibility needs who may benefit from it.
All Virgin TV V6 and TiVo® remotes offer the following features:
• Buttons of different shapes to make using them easier.
• Curved sides so you know which way it's facing.
• A raised indicator on the 5 button.
• Audio feedback cues on the TV.
• Audio description available.
When choosing a mobile phone you may want to look out for the following featues:
Voice-activated dialling and a big, clear keypad that makes noises when you type; a large, high contrast screen and VoiceOver or a similar screen reader feature. You can now view Accessibility features on our Mobile phone handsets.
Find out more on our Pay Monthly Phone options.
The High Contrast User Interface setting on both the TV 360 box and the Stream box changes the screen colours and overlay transparency, providing a higher contrast between text and the background across all our TV menus.
How to turn on High Contrast:
Enlarged version of TV Guide on Virgin TV 360 and Stream from Virgin Media
The enlarged version of the TV Guide is available on the TV 360 box and the Stream box. It has significantly enlarged elements and text, so it’s much easier to identify and read information. This will make it easier to:
• See which programmes are airing now on different channels and which channel and programme is currently playing
• See the schedule for a particular day for any channel
• Up to 14 days in the future
• 7 days in the past (including access to Catch Up content where available)
• Identify which events are available via Catch Up, plus on TV 360 you can see which events have been recorded, are planned for or currently recording, and which are PIN protected
You can access the Enlarged TV Guide on the TV 360 box and the Stream box by pressing 555 on the remote.
To set the Enlarged Guide as the default for the active profile:
Alternatively, you can use voice control, simply:
Voice Over Support
Virgin TV Go is our companion and streaming app that works in tandem with Virgin TV 360 and Stream from Virgin Media. This clever app lets you watch telly at home or on the go on your devices, anywhere in the UK. You can watch selected live TV channels, on demand and more using either a mobile connection or WiFi.
The TV Go app provides spoken feedback to users who have the Apple ‘Voice Over’ or Android ‘TalkBack’ accessibility features enabled. This means the app can be used without needing the screen. The app announces buttons, icons, on screen text and messages, as well as providing special navigational aids.
Alternative Remote Control
You can also use the app as a remote control that allows you to control your Virgin TV service from your device. What’s more, it also works with Voice Over.
If you find it hard to see your screen, voice control on both the TV 360 box and the Stream box can help make a positive difference to the way you control and navigate our TV guides and menus.
Simply press the microphone button in the middle of the TV 360 or Stream remote and speak a command to:
• Quickly search for your favourite shows
• Access different menus, like the TV Guide
• Open apps such as Netflix or BBC iPlayer
• Switch to any channel
• Play and control video by saying instructions like ‘Skip forward one minute’
• Turn subtitles and audio description on and off
Virgin TV will always give you the option to see subtitles that the broadcaster has made available – please note that the amount of subtitling varies widely across TV channels and on demand content.
On the Virgin TV 360 box
Press and hold the microphone button and say, ‘Subtitles’ to have them on or ‘Subtitles off’. Alternatively, if your remote does not have a microphone button, press the subtitles button.
Or change your settings:
On the Virgin TV V6 and TiVo® box
The easiest way to turn on subtitles on the Virgin TV V6 and TiVo® box is to press the 'Subtitles' button on your remote.
You can also turn subtitles on through your Virgin TV V6 and TiVo® box's menu:
On the V+ or V HD box
On Stream from Virgin Media
Relay UK – previously called Text Relay or Next Generation Text Relay – is a service provided by BT, available 24 hours, all 365 days a year. Rather than speak on the phone, you download and use the free Relay UK app or have conversations by typing on your (Mincom, Uniphone) textphone keypad.
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.
How to use Relay UK
Head over to the Relay UK website for handy step-by-step guides.
If you're a textphone user and you need to call the emergency services (police, fire or ambulance), dial 18000.
You can also use emergencySMS to call 999 on your Virgin Mobile
Your Virgin Mobile number must be registered before you can use the emergencySMS Service :
To find out more about this free service: emergencysms.org.uk
If you're a British Sign Language (BSL) user you can contact the emergency services through a British Sign Language interpreter using 999 BSL.
999 BSL is an Emergency Video Relay Service that enables you to sign to an interpreter via your webcam, the BSL interpreter will then call the 999 operator and relay the conversation for you.
Here’s how to use it:
Will I be charged? You will not be charged for making calls to the Emergency Services via the 999 BSL service, nor will your mobile phone data be affected/used. If you run out of data, you will still be able to make a call via the 999 BSL service
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.
Highlight sign language – Virgin TV 360 and Stream from Virgin Media
The availability of sign language and audio description for a programme is shown alongside the show description within the guide and in detail pages.
The ‘Highlight Sign Language in Guide’ option will additionally display the “SL” logo alongside the show names in the grid Guide and Enlarged Guide to make it clear which shows with signing available.
How to turn on Highlight Sign Language in Guide
On your Virgin TV 360 box and Stream box
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:
*in line with our latest tariff guide
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.
If the account holder is no longer with us, their account can be:
• Closed in 7 days or sooner. Please email your bereavement disconnection form to us.
• Put in someone else’s name in 7 days or earlier. To name a new account holder, please email your bereavement transfer form to us, unless you’re also changing services – for that, please speak to us. Call 0800 952 2302, Monday to Friday (8am to 8pm) or Saturday (9am to 5pm).
Do you support someone who is older, has a physical or mental illness or is disabled and want to help them get the most from their Virgin Media services? If so, it's important to understand what we can help you with.
We can always help diagnose a fault as long as you are in the property and able to give us some account information. Should you require an engineer as a result of the fault, we can arrange that too.
If you want to make a payment and contact us, we can do that although, some restrictions will apply.
If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise us to speak to you on the call. If they are unable to do this or you have to talk to us without them, we recommend that you consider other ways to become a named appointee on the account, such as through applying for a power of attorney or deputyship.
We've partnered with this amazing charity so we can support 1 million unpaid carers. You can find out more about our partnership.
Carers UK offer a range of practical information, advice and support for unpaid carers - find out more at www.carersuk.org/support
If you need to tell us that you have given power of attorney to a friend or family member, or if you are the friend or family member of someone who has given you power of attorney, you can let us know by sending a copy of the official power of attorney document to us via post or email. Alternatively, you can contact us by phone, Text Relay or Video Relay as depending on the type of power of attorney you have been granted we may be able to validate your status immediately.
Our postal* address is:
Virgin Media House
Chief Executive Team
Concord Business Park
Our email address is ExecutiveTeam@virginmedia.co.uk but make sure that the document is attached as a PDF file. We will also require your full name, the account number you’re taking over, account details and a covering note.
*We recommend that you send us the original documents to us using a recorded delivery. We will return the documents to you once we have received them and we’ll send a confirmation letter to you within 48 hours, though it may take a few days to arrive.
Our charity partner Scope offer free, independent and impartial advice and support to disabled people and their families.
Their helpline information officers can answer questions and talk you through a wide range of topics connected with disability including finance, social care, work, equipment and assistive technology and housing and home adaptations.
Freephone: 0808 800 3333
Opening hours: Monday-Friday: 8am to 8pm Saturday and Sunday: 10am to 6pm
For more information and other ways to use the helpline please visit www.scope.org.uk/helpline
Online advice and support
Scope’s website is available with information, advice and support whenever you need it. Please visit www.scope.org.uk/advice-and-support
Scope’s online disability forum is a vibrant and supportive space for disabled people, parents and carers to get disability advice and information, and talk to people with similar experiences. For more information or to join the community please visit www.scope.org.uk
To discuss options and potential payment plans, please call 150 on a Virgin Media home phone or mobile. Or 0345 454 1111 (call costs vary).
For free, unbiased, independent advice about money and debt, as well as financial tools and information, you can also speak to:
•www.MoneyAdviceService.org.uk or www.MoneyAdviceScotland.org.uk
•www.citizensadvice.org.uk or www.citizensadvice.org/NIreland or email firstname.lastname@example.org
•www.AdviceUK.org.uk – includes specialist advice for minority communities and people with disabilities.
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.
Eligibility Talk Protected is applied to Virgin Phone only customers over the age of 65 and those with accessibility needs or who have a condition or impairment impacting your daily life. Be sure to tell us if that applies to you and we’ll do the rest.
You can ask to receive correspondence from us in alternative formats. All you need to do is tell us your communication preferences when you join or when you next contact us. You can do this via any one of our accessible contact channels Chat, SMS, Text relay or Video relay:
Large print – size 20, 24 or 28 font on standard white or coloured paper. Light green, pale blue, red, yellow or pink paper can make it easier to read.
Braille – grade 1 or 2.
Audio– listen to the tracks on the CD or use a screen reader or file viewer software to play the CD’s rich text format version of the document.
All, but marketing and urgent messages, will be sent in the format you choose. So, for example, you’ll continue to get email or text updates on your remaining mobile data allowance or upcoming engineer visit.
Mobile customers Send us a message via WhatsApp on 07305 327 112 ^
Monday to Friday 7am – 11pm Saturday and Sunday 8am – 8pm
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
Download the Interpreters Live app
BSL Guide to download app
Troubleshooting with InterpretersLive!
Call our Customer Service team
Broadband, TV, Landline customers
Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone
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
*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.