Extra support at times of need
Whether you’ve been with us for a while or you’re a new customer – or even if you are considering joining Virgin Media – we will always seek to treat you fairly. We will support you at each and every stage, from choosing the right package for your needs, through to using and paying for our services.
We know that there may be times in life where you might need us to give you a bit of extra support. Should we believe there are circumstances where you require additional support – we will help out where we can.
If you have any specific needs or requirements, or you’re having difficulties you’d like to inform us of, our customer service team is ready to help you.
We are updating our internal systems in order to understand your needs better to enable us to offer the right support when you contact us. Disclosing this information is optional and our agents can mark your account so that you don’t have to tell us again. Just so you know, we won’t share this information with third parties or use it for marketing purposes. If you’d like to learn more, please see our corporate policy.
Our team has been provided with training to support those dealing with bereavement. At your discretion, we can make appropriate changes, or manage the closure, of an account held with us. You can find more information about this from our bereavement help page.
Alternatively, if it is the account holder who has passed away, and if you or another member of the household wishes to close that account or transfer it into your own or another person's name without any changes, you can download our bereavement form and email it back to us.
Power of attorney Power of attorney
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 been given power of attorney, you can let us know by sending the confirmation or certified copy of the confirmation to us detailing the specifics of the change.
The address to write to is;
We recommend that you send us these 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.
Financial assistance Financial assistance
If you find yourself in a financially difficult situation, you can talk to us about how you would like to proceed. We have a team waiting which can implement specific payment options depending on your circumstance, as we’d like to support you as best we can.
You can get in touch by calling 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone.
If you’d like further support, these companies offer independent financial help and advice.
Money Advice Service
For free, unbiased and easy-to-access money tools, information and advice visit moneyadviceservice.org.uk.
Money Advice Scotland
If you live in Scotland visit moneyadvicescotland.org.uk to find contact details for debt advice in your local area.
Citizens Advice Northern Ireland
If you live in Northern Ireland, you can email firstname.lastname@example.org or visit citizensadvice.org.uk/nireland for debt advice. If you’d like to call, a list of Citizens Advice Northern Ireland branches can be found on its website.
Member centres offer debt advice including specialist advice for minority communities and people with disabilities - adviceuk.org.uk.
For advice and information on debt and other topics, visit your local Citizens Advice (address in the phone book) or go to citizensadvice.org.uk.
If you live in England, Wales or Scotland visit nationaldebtline.org for debt advice and information.
StepChange Debt Charity
For debt advice throughout the UK phone visit stepchange.org.
Disability helpline Disability helpline
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: 0800 800 3333
Monday-Friday: 8am to 8pm
Saturday and Sunday: 10am to 6pm
For more information and other ways to use the helpline please visit scope.org.uk/helpline
Online advice and support
Scope’s website is available with information, advice and support whenever you need it. Please visit 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 community.scope.org.uk
Essential broadband (Universal Credit) Essential broadband (Universal Credit)
Caring for someone? Caring for someone?
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. Here’s some tips on how to do this https://www.carersuk.org/power-of-attorney-tips
Here’s how you can get started online with the My Virgin Media App Get started with Virgin Media | Virgin Media Staying connected and supporting the person you’re caring for is made easy as you can:
Make one-off payments & View bills & contract with help understanding bills
Track, Change or Cancel orders
Check service status with step-by-step help
Manage Apps & support on how to use them to manage VM services
Carers UK Carers UK
Get in touch
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
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.