How to make a complaint


Is something about our services is making you unhappy? We're here to help and want to put it right as soon as possible.

We recommend checking out our help pages first before getting in touch.
We have support articles covering a whole range of subjects, and you could find just what you need to fix the issue yourself. It's quick, easy and saves you from having to make a phone call or waiting for that email reply.

Can’t find what you’re looking for on our help pages?

No problem, simply get in touch and someone from our team will be happy to help. You can contact us by phone, online or by mail. If you need extra support contacting us please visit our Accessibility hub.

Any complaint we receive is taken very seriously, and we’ll strive to find a resolution that will make you happy. We’ll also use any feedback to improve our services for all our customers.

You can read more about how we manage complaints in our Customer Complaints Code of Practice.

How to complain to Virgin Media

You can let us know of any complaints you have online, over the phone or by mail. Find out how below.

How to make a complaint via web chat


Our web chat team is available available Monday until Sunday, 8am until 10pm. We aim to get back to you as soon as we can, but this might take longer if you get in touch outside of our opening hours.

How to make a complaint via web form


Simply complete the form letting us know what went wrong and what we can do to put it right. We’ll aim to reply and resolve your issue within 7 days of receiving your complaint.

How to make a complaint via phone


Virgin Media customers
Call us on 150 from your Virgin Media landline or Virgin Mobile.
Or 0345 454 1111* from any other phone.
Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm.


Virgin Mobile customers
Call us on 789 from your Virgin Media landline or Virgin Mobile.
Or 0345 600 0789* from any other phone.
Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm.

*Call costs may vary.

How to make a complaint via post


You can send your complaint by post to:

Virgin Media, Sunderland, SR43 4AA

Complaining by post isn’t as quick, but we promise to acknowledge your complaint within 48 hours of receipt and aim to resolve any your issue within 28 days.

Regulatory information

How to track your complaint

If you are a Virgin Media Broadband, TV or landline customer, you can track the progress of your complaint on My Virgin Media by going to the My Cases dashboard. You’ll get an acknowledgement your complaint within 48 hours, and we aim to have your complaint resolved within 25 days.

If your complaint was about Virgin Mobile, we don't currently have tracking ability.

Resolving a complaint

We'll always work hard to find a solution that works for you. And we'll let you know as soon as we think we have a resolution.

How long it takes to find a resolution depends on what your complaint was about and how you contacted us. If you contacted us by phone, we'll try our best to resolve your issue on the call. If you contacted us by web chat, we'll try to get everything sorted during the session. Web forms and mail complaints will take a little longer, but however you contact us we'll strive to find a resolution within 28 days.

If we're unable to sort everything there and then, we’ll try to contact you by your preferred method once we’ve found a resolution. If this is by telephone, please let us know the best number to reach you on. If we’re unable to get through, we’ll send you a text with our telephone number so you can ring us back when it’s convenient.

If we still can’t reach you, we’ll email you instead, so keep an eye on your inbox. Or, if for some reason we can't email, we’ll write to your home address.

Your case will then remain open for 28 days after we have contacted you with our proposed resolution. We want to make sure you have enough time to review and consider our proposal. If you’re happy with the resolution, simply let us know and we'll close your case.

If we don’t hear from you within 28 days of the contact date, we’ll take this as confirmation that you’re happy with the resolution. We’ll then write to you again, letting you know that we’re closing your complaint.

Independent Adjudication

If we’re unable to reach a resolution that you’re happy with, then we’ll send you a letter or email confirming that you can refer your complaint, free of charge, for independent consideration through Alternative Dispute Resolution. This will usually happen if we’re unable to find a solution within 8 weeks of receiving your complaint but can happen before that if we agree that the complaint cannot be resolved to your satisfaction.

You can refer your complaint to one of the following adjudication schemes:

TV, broadband, phone or mobile complaints

CISAS, 70 Fleet Street
London
EC4Y 1EU
0207 5203814
Email: cisas@cedr.com
Website: www.cedr.com/cisas

Financial services complaints

The Financial Ombudsman Service Exchange Tower
London
E14 9SR
0300 1239123
Email: complaint.info@financial-ombudsman.org.uk
Website: www.financial-ombudsman.org.uk/consumer/complaints

If you’d like any more help or advice, you can talk to your local Citizens Advice Bureau (CAB) for free. Please keep in mind that this isn’t part of the formal complaint process.

How to get help with a broadband complaint

Do you have a complaint about your broadband? You might find what you need on our Help pages.


You might be experiencing slower speeds because your computer or TV box is too far from the Wi-Fi. If so, a set of Wi-Fi Boosters or Intelligent Wi-Fi Pods might help.


Sometimes, just turning your broadband off and on again can fix a problem. Give it a try.


Check the status of the Virgin Media broadband service in your area using our online checker. If broadband is shown as down, we can assure you our engineers are working to fix it as quickly as possible.


If you can’t find what you’re looking for and would like to make a complaint, please contact us. You can raise your complaint over the phone, online or by post.

How to get help with a TV complaint

Have you experienced problems with your Virgin Media TV service? You might find a fix on our Help pages.


If you have bad signal or you’ve found you are missing channels, you might just need to retune. Find out more.


It’s surprising how many problems can be solved by simply turning your TV box off and on again. Have a go.


Can’t find the information you need? To raise a complaint, simply contact us. Make your complaint over the phone, online or by post.

How to get help with a landline complaint

Having problems making calls using your Virgin Media landline service? First, check out our Help pages – you might find a fix online.


You can also check the status of the Virgin Media phone service in your area. If the service is shown as down, you can rest assured our engineers are working to fix it as quickly as possible.


Haven’t been able to find the help you need? No problem, simply contact us and we’ll do all we can to help.

How to get help with a Virgin Mobile complaint

Do you have a complaint about your Virgin Mobile service? We might have what you need to solve your problem on our Help pages.


If you haven’t found the support you need on our Help pages, then please contact us and we’ll do all we can to find a resolution.

How to get help with a Virgin Media email complaint

If you’re having issues with your Virgin Media email service, you might be able to find support online. Check out our Help pages to see if we can provide you with a quick fix.


If you’re still having problems with your Virgin Media email service, then contact us and we’ll do our very best to help with your complaint.

How to get help with an app complaint

Is your Virgin Media app not working as it should? You might find a fix on our Help pages.


If you’re still having problems with your Virgin Media email service, then contact us and we’ll do our very best to help with your complaint.

How to get help with a complaint about my Volt package

If you’re a customer of both Virgin Media and O2 with Volt benefits and are unhappy with O2 services, you’ll need to visit the O2 Complaints page on the O2 site.