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How do I repair my Virgin Media device?

Something up with the mobile that you have bought from us... Phone Fix can help

Phone Fix, how it works


Choose your device from the list


Answer a few simple questions about the issue


If it’s something we can help you fix yourself, we’ll guide you through


If your device needs to be sent away for repair, we’ll sort that too

How does the repair process work?

  • If your device needs a repair, send it to us and we’ll figure out the problem
  • If we can fix it for you, it should take around 4 days
  • If we can’t fix it, we’ll try and replace it with the same model
  • If your device is repairable but out of warranty or has physical damage, you’ll just need to pay for the repair. The price depends on the make and model of the device.

Can I fix the device myself?

Most of the time, yes! Our handy Phone Fix tool will guide you through

I've sent my device to you for repair. Can I track its progress?

Yes you can – simply sign into Your Account and go to Your Phone to see how it’s all going

Can I cancel my device repair?

Yes as long as it hasn’t been booked into our repair centre yet. To cancel, just text our team on 07533 016 422 * between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday.

*The text is free for Virgin Mobile customers, or charged at your mobile provider’s standard rates

Other ways to get help

    Service status

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  • Identify network outages
  • Book an engineer

     Check service status


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  • Step by step guides

     Get help


    My Virgin Media

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  • Check balance

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