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Contact Virgin Media: Phone, Email & Live Chat

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Virgin media logo next to phone and message icon

Are you looking for a way to contact Virgin Media? Whether you need help with a problem, have a question, or want to make a complaint, you’ll find the best way to contact Virgin Media in this guide!

How to Contact Virgin Media

headset

If you need to contact Virgin Media for any reason, there are a couple of methods you can use to reach the provider such as:

  • By phone
  • Live chat

The option you choose to contact Virgin Media will depend on your personal preference, some people like to call the Virgin Media contact number, whilst others might prefer to jump on a live chat to solve their query.

Virgin Media Contact Number

woman headphones

If your preferred way to contact Virgin Media is by phone then you’ll want to call the Virgin Media contact number. The best way to do this is from your Virgin Media landline or mobile as you’ll have more specific options to choose from, but if that’s not possible then you can also call the Virgin Media contact number from any phone.

When you contact Virgin Media by phone you’ll be presented with some options to choose from so your call is directed to the best person to help you. To make your life easier, we’ve listed the various options you should press to get your through the IVR as quickly and painlessly as possible.

You should also keep in mind that if you hear a recorded message being played, you can choose to skip it by pressing * on your telephone keypad.

As there are so many options when you contact Virgin Media by phone, we’ve broken it down into four main contact points which are:

  1. Billing
  2. Faults and Technical Support
  3. New Customers and Activations
  4. Upgrades, Cancellations, and Moving Home

Thinking About Joining Virgin Media? Before you jump into a decision, you might want to check out our Compare Broadband Guides to make sure Virgin Media is the best fit for your home. You should also take a moment to read about the latest Virgin Media Deals, Virgin Media TV Packages and the Virgin Media V6 Box. If you're thinking about taking your TV and Broadband to Virgin Media, you can read our guide to Virgin Media Bundles.

Virgin Media Billing
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Billing Enquiry 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 3
Make a Payment 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 1
Check Remaining Minutes 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 2
Set Up a Direct Debit 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 4

Last updated: 08/07/2022

Virgin Media Technical Support
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Broadband Technical Support 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1
New Customer: Broadband Problem 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 1
TV Technical Support 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 2
New Customer: TV Problem 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 2
Home Phone Faults 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 3 → Option 2
New Customer: Home Phone Problem 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 3
Other Technical Support 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 5
New Customer: Other Problems 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 4
Change an Engineer Visit 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 4
Set Up Phone Features 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 3 → Option 1
Router Reset Instructions 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1 → Option 2
TV Reset Instruction 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 2 → Option 2

Last updated: 08/07/2022

Virgin Media New Customers and Activations
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Cancel an Order 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 1 → Option 2
Change an Order 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 1 → Option 1
Quickstart Setup and Activation 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 1
Quickstart Delivery Enquiry 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 2
Other Quickstart Queries 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 2
Everything Else 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 4

Last updated: 08/07/2022

Virgin Media Upgrades, Cancellations, and Moving Home
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Upgrade or Add New Service 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 1
Remove a Service 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 2
Cancel Virgin Media 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 3
Moving Home 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 4
Bereavement Support 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 5

Last updated: 08/07/2022

Virgin Media Broadband Contact

If you’re experiencing a problem with your Virgin Media Broadband, you will need to get in touch with the specialist Virgin Media Broadband technical support team. We’ve listed the numbers and IVR options in the table below to help you get your Virgin Media Broadband back up and running as quickly as possible.

Vigin Media Broadband Contact Numbers
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Broadband Technical Support 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2
Router Reset Instruction 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1
Change Engineer Appointment 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 4
New Customer: Broadband Problems 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 1
Cancel Virgin Media Broadband 0345 454 1111 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 4

Last updated: 08/07/2022

Virgin Media Contact Mobile

smartphone blue

If you have a Virgin Media Mobile number or Virgin Media mobile broadband, and want to discuss your account, make changes, or report a problem, you will need to contact Virgin Media by phone. So you can find the best contact number for your needs, we’ve separated it into two options:

  1. Pay As You Go (PAYG)
  2. Pay Monthly & Mobile Broadband

We’ve broken the IVR system down so you can quickly find the department you need. If you’re having trouble with your phone and can’t call from your Virgin Media mobile, you can also dial 0345 454 1111 from any other phone.

Virgin Media Contact Numbers for Pay As You Go (PAYG)
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Pay As You Go Technical Support 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 1 → Option 2
Join Virgin Media Mobile 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 1 → Option 1 → Option 2
Transfer Number to Virgin Media Mobile 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 1 → Option 1 → Option 1

Last updated: 08/07/2022

Virgin Media Contact Numbers for Pay Monthly & Mobile Broadband
Virgin Media Department Virgin Media Contact Number Virgin Media Opening Hours IVR Option
Pay Monthly Technical Support 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 3
Join Virgin Media Mobile 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 1 → Option 2
Transfer Number to Virgin Media Mobile 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 1 → Option 1
Cancellations 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 4
Everything Else 789 Monday to Friday 7am to 11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 5

Last updated: 08/07/2022

Virgin Media Email

The Virgin Media email only exists for specialist cases such as to report phishing or if you have received abusive emails that you’d like to report to Virgin Media for investigation.

For other, more general types of enquiries, you will need to contact Virgin Media by other means. Below, you can find the two Virgin Media email addresses that it is possible to send enquiries to.

Virgin Media Email
Virgin Media Email Department Virgin Media Email Address
Abuse [email protected]
Phishing [email protected]

Last updated: 08/07/2022

Virgin Media Live Chat

woman using laptop

If you don’t want to call the Virgin Media contact number, you can use Virgin Media live chat instead. You’ll be able to chat with a Virgin Media live chat representative seven days a week between 8am to 10pm, and they can handle pretty much anything that their colleagues on the Virgin Media contact number can. You'll need to be logged-in to My Virgin Media to use the live chat.

Using the Virgin Media live chat is easy, you just need to follow these instructions to get started:

  1. Go to the Virgin Media website
  2. Login to your account
  3. Go to the contact page
  4. Click the live chat option

Virgin Media Complaints

man reading letter

Some customers may have an experience that leaves them dissatisfied, if this is the case for you, then you might decide that you want to make a Virgin Media complaint to get your issue solved or receive some compensation. However, there are several steps you must follow if you want to get your Virgin Media complaint resolved to your satisfaction.

It’s also good to know that Virgin Media has a Complaints Code of Practice that has been approved by the industry regulator, Ofcom. This means that your complaint will be taken seriously and dealt with to a high standard.

Virgin Media Complaints: Step One

The first step to making a Virgin Media complaint is to get in touch with the Virgin Media Customer Service team. Let them know the reason you’re unhappy and give them a chance to try to take care of it there and then. If they’re not able to resolve your complaint right away, they will log it and a more senior member of the team will investigate and get back to you as soon as possible.

You can make your Virgin Media complaint in the following ways:

  • By phone: 0345 454 1111 or 150 from a Virgin Media landline and 789 from a Virgin Media Mobile
  • Online via the Virgin Media website
  • By post: Complaints, Virgin Media, Sunderland,SR43 4AA

Virgin Media Complaints: Step Two

If you feel that your complaint hasn’t been resolved after the first step, you can ask for it to be escalated to a Virgin Media complaints manager. They will assign you a dedicated complaints manager who will look over your complaint and see if they can do anything else to make you happy. Whatever the outcome, they will give you a final decision as soon as possible.

Virgin Media Complaints: Step Three

If you’re still not satisfied with how your Virgin Media complaint has been handled, you can request a final review by a senior manager in the resolutions department. This is the final step you can take directly with Virgin Media and in most cases, it shouldn’t reach this stage.

Virgin Media Complaints: Step Four

The last step in the Virgin Media complaints process is to refer your complaint for Independent Adjudication. This means the complaint will be sent for review to CISAS who will mediate between yourself and Virgin Media to decide what the final action should be. If the independent adjudicator sides with you, their judgement will be final and binding on Virgin Media - this means that Virgin Media will be obligated to abide by their decision.

However, you can only escalate your Virgin Media complaint to CISAS if eight weeks has passed since your raised your complaint or you’ve been sent a “deadlock letter” from Virgin Media that states no resolution could be found.

Below are the various contact methods for CISAS.

  • Telephone: 020 7520 3827
  • Post: CISAS, 70 Fleet Street, London, EC4Y 1EU
  • Email: [email protected]
  • Fax: 020 7520 3829

Virgin Media Automatic Compensation Scheme

money bag orange

Since April 2019, Virgin Media has participated in the Ofcom Automatic Compensation Scheme that awards customers compensation for extended loss of service, missed appointments, and delayed activation.

In the table below you will find out what compensation you can receive from Virgin Media, and under what circumstances you become eligible.

Virgin Media Automatic Compensation Scheme
Problem Compensation Amount Terms
Loss of Service £8.40 per day Service has not been fully restored after two full working days
Missed Appointment £26.24 per appointment Vodafone engineer is a no-show or cancelled with less than 24-hours notice
Delayed Activation £5.25 per day Your Vodafone service isn't activated on the day it was promised

Last updated: 04/07/2022

Other Broadband Providers that are part of the Ofcom Automatic Compensation Scheme are:

The services and products mentioned on this website may only represent a small selection of the options available to you. Selectra encourages you to carry out your own research and seek advice if necessary before making any decisions. We may receive commission from selected partner providers on sales of some products and/or services mentioned within this website. Our website is free to use, and the commission we receive does not affect our opinion or the information we provide.

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