How do I get my Virgin device repaired?

If you think there's something wrong with the mobile device you've bought from us, Phone Fix can help. It's an online troubleshooting tool that'll help you with a huge range of hardware and software problems.

If you can't fix it, it'll help you send it off to our technical team.

How does Phone Fix work?

First you'll need to pick your device from a list, and then we'll ask you a few simple questions about the problem your having. If it's something we can help you fix yourself, we'll guide you through the process, using easy steps and videos. If your device needs to be sent away for repair, we'll help with that too.

What happens if I book my device for a repair?

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

My device has a fault. Can I fix it myself?

Most of the time, yes! Our handy Phone Fix tool asks a few simple questions about your device and what's wrong with it, and then guides you through fixing it yourself. If you can't fix it, it'll help you send it off to our technical team. Just click here to get started.

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

Absolutely, just log into Your Account and go to Your Phone to see how it's all going.

Can I cancel my device repair?

You can cancel your repair, as long as it hasn’t been booked into our repair centre yet. To cancel, just give our team a text for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday. Alternatively, you can call us on 789 from your Virgin mobile phone, or 0345 6000 789 ° from any other phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

^The text is free for Virgin Mobile customers, or will be charged at your mobile provider’s standard rates.
°Please note standard charges apply, please check with your network operator for rates.

Need more help

    Ask our community

  • Helpful, friendly forums
  • Packed with tips and advice
  • Staffed by Virgin Media


    Contact us

  • Get in touch with our friendly team
  • Waiting times may vary
  • Free from Virgin Media phones or mobile