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Complaints

 

Broadband, TV & Phone


Complain by web chat

Our team is 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.

    



Complain by web form

You can use our web form to submit your complaint to our Resolutions team.

    



Complain by phone

Call us on 150 from your Virgin Media phone or mobile, or 0345 454 1111* from any other phone.

*See our call costs page

 



Complain by post

Send your complaint to: 

Virgin Media,
Sunderland,
SR43 4AA

 


Our Codes of Practice

Consumer Complaint Code of Practice
 



Ofcom

Ofcom is the telecommunications regulator, which means they oversee certain policies and processes in place for customers.Ofcom doesn’t investigate individual complaints from customers, but they can provide information and advice.

If something has gone wrong, please let us know so we can try to put things right – we have dedicated advisors who’ll be happy to help. You’ll find the best ways to contact us above.
 

 

Accessibility & Extra Support

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 the new app Relay UK app or call us free on 18001 0800 052 2164.

Video Relay Service

Video Relay allows British Sign Language users to connect to us via an interpreter

Open 8am until midnight, 7 days a week.