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.

 

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;

Virgin Media
Matrix Court
Siemens Way Enterprise Park
Swansea
SA7 9BB

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.

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 debt.advice@citizensadvice.co.uk 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.
 

AdviceUK

Member centres offer debt advice including specialist advice for minority communities and people with disabilities - adviceuk.org.uk.
 

Citizens Advice

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.
 

National Debtline

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.

 

 

Contact us

Broadband, TV and Phone customers

Text us

Simply text us your query for free on 07533 051 809 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

For our text relay service, call us free on 18001 0800 052 2164.

You can also contact us through a sign language interpreter between 8am and midnight 7 days a week.


Mobile customers

Text us

Simply text us your query for free on 07533 016 422 ^ between 7am and 11pm Monday to Friday, 8am and 8pm Saturday to Sunday and a member of our team will be happy to help. It’s quick, convenient and if you text outside our opening hours, our team will pick up your message when they are back in.

Call our Customer Service team

Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone between 8am and 9pm Monday to Friday, 8am and 8pm Saturday, 8am and 6pm Sunday.

For our text relay service, call us free on 18001 0800 052 2164.

 

Legal stuff

*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.