Accessibility support and services

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:

• Press the Home button on the TV box remote
  
• Press the left arrow twice then OK to get to Settings and through to Profiles
  
• Press the down arrow four times
  
• Press OK to turn audio description on or off
  
  How to turn on audio description on a Virgin TV V6 box or TiVo® box:
  
• Press Info on the TV box remote to bring up the Info banner
  
• Press the down arrow twice to go to Audio description
  
• Press OK to turn audio description on or off.
  
  How to turn on audio description on a V+ or V HD box:
  
• Press the Home button on the TV box remote and select Settings
  
• From the Settings menu, choose Change display & audio setting
  
• The Audio Description when Available option can be turned on and off
  
• Press OK to confirm the new settings and go back to the previous menu
  
  How to turn on audio description on a Stream from Virgin Media:
  
• Press the Home button the Stream remote
  
• Select Settings
  
• Under the Profiles option, press the down arrow until you get to Audio Description
  
• Press OK to turn audio description on or off
  
  When audio description is turned on by default, the AD logo will additionally be shown alongside the show names in the Grid Guide and Enlarged Guide.
  
  

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:

• A tone that starts low and goes higher - this means you've moved forward into the next menu.
• A tone that starts high and goes lower - this sounds means you pressed BACK or returned to the previous menu.
• A single tone - this sound means you've pressed a button when moving around the TV guide.
• A deep tone - you'll hear this sound when you've tried to carry out an action that isn't available.

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:

• Press the Home button on the TV box remote
  
• Select Settings
  
• Under the Audio & Video option, navigate down to get to High Contrast
  
• Press OK to turn High Contrast on or off
  
• A message will pop up to let you know the TV box will restart to apply the change. Press OK on the Turn On option to continue, or press the down button and then OK on the Close option to cancel.
  
  Alternatively, you can use voice control, simply:
  
  
• Press and hold down the microphone button in the middle of the TV box remote
  
• Say ‘High Contrast On’ to turn it on – a message will pop up to let you know the TV box will restart to apply the change. Press OK on the Turn On option to continue or navigate down to and press OK on the Close option to cancel.
  
• Say ‘High Contrast Off’ to turn if off – a message will pop up to let you know the TV box will restart to apply the change. Press OK on the Turn On option to continue or navigate down to and press OK on the Close option to cancel.
  
  
  

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:

1. Press the Home button on the TV box remote
2. Select Settings
3. Under the Profiles option, navigate down to Enlarged TV Guide
4. Press OK to turn on or off for the active profile
5. When the setting is on, pressing the Guide key will open the Enlarged TV Guide
   
   

Alternatively, you can use voice control, simply:

1. Press and hold down the microphone button in the middle of the TV box
2. Say ‘Enlarged Guide’ or ‘Go to 555’

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:

1. Press the Home button on the TV box remote
2. Select Settings then Profiles, then press the down arrow for Subtitle Options then OK, to turn subtitles on or off.

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:

1. Press Home on the Virgin TV V6 and TiVo® TV box remote
2. Go down to Help & Settings, press the right arrow button and go to Settings.
3. Now go down to Displays, then press the right arrow button or OK.
4. Go down to Subtitling and press OK on the remote.
5. Press the right arrow to turn subtitles on or off.
   
   

On the V+ or V HD box

• Press Guide on your remote control to bring up the mini guide.
• Press the blue key on the remote control - this turns on subtitles for all channels.
• To turn them off again, just repeat steps 1 and 2.
  
  

On Stream from Virgin Media

1. Press the Home button on the Stream remote
2. Select Settings
3. Under the Profiles option, navigate down to Subtitle options. Please note that changing this setting impacts the active profile, and can be set differently for the shared profile or each personal profile
4. Press OK to turn subtitles on or off for the active profile
   
   If you’d like to change the setting for the channel you’re watching:

• Press the … button on the Stream remote
• Navigate down to Subtitles and press OK and choose to turn the subtitles on or off
  
  Alternatively, you can use voice control, simply:
• Press and hold down the microphone button in the middle of the remote
• Say ‘Subtitles’ to turn them on
• Say ‘Subtitles off’ to turn them off
  
  

1. Press the Home button on the remote, select Browse TV Collections then Select Collections then Signing Zone.
   
2. Pick your TV show and press OK. You’ll see when the next episode is on, as well as similar shows and the option to set up a Series Link.
   
3. Choose to record all future episodes by selecting Get This Show then Series Link.

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.

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.

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 :

1. Text ‘Register’ to 999 today
2. Read the automatic reply text and text back ‘Yes’
3. Get a ‘success’ message. If not check – text ‘Register’ to 999 and you’ll get a message saying whether your number’s registered.
   
   Text 999 these details in an emergency:
   • Service needed (Ambulance, Police, Fire, Coastguard)
   • Emergency: What and precisely where.
   
   And make sure you get a reply from the emergency service because the text delivery report doesn’t mean they got your message.

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:

1. Open 999 BSL app
2. Press red button to call
3. Connect to a BSL interpreter
   
   You can download the 999 BSL App from Google Play Store for Android, or Apple's iTunes App Store for iPhone.
   
   For more information go to https://999bsl.co.uk/ O2 are not responsible for the content and service supplied by 999 BSL.
   
   

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

1. Press the Home button on the TV box remote
2. Select Settings
3. Under the Profiles option, navigate down to Highlight Sign Language in Guide
4. Press OK to turn on or off for the active profile
   
   Alternatively, you can use voice control:
   
   

• Press and hold down the microphone button in the middle of the remote
• Say ‘Turn on sign language in guide’ to turn it on for the current profile
• Say ‘Turn off sign language in guide’ to turn if off for the current profile

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

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

Threapwood Road

Wythenshaw

Manchester

M220EY

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.

Helpline
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

Online Community
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 debt.advice@citizenadvice.co.uk
•www.AdviceUK.org.uk – includes specialist advice for minority communities and people with disabilities.
•www.NationalDebtline.org
•www.StepChange.org

Essential Broadband (Universal Credit)

Essential broadband

Talk protected

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.