Every phone number Virgin Media publishes, what each is for, opening hours, and how the complaints process actually works (Virgin first, then 8-week deadlock, then CISAS for free independent adjudication). All numbers are clickable on mobile.
At a glance
At a glance
Contact
Updated 19 May 2026
Phone directory
Click any number to dial. Each entry includes the opening hours, what the team handles, and Selectra’s honest tip on when to use it.
Main customer services
0345 454 1111Mon to Fri 08:00 to 21:00, Sat 08:00 to 19:00, Sun 08:00 to 18:00
Free from a UK landline. Charged at standard rates from mobile (or use the 150 short-code if you are on a Virgin Mobile contract).
When to use: Faults, billing, package changes
Retentions (cancellations)
0345 600 0301Mon to Fri 08:00 to 21:00, Sat 08:00 to 18:00, Sun closed
Call here when you are in the last 30 days of your minimum term, the team has retention offers not visible online.
When to use: Renewing contract, threatening to leave, price matching
New customer sales
0800 064 3815Mon to Sun 08:00 to 22:00
Free from any UK landline or mobile. Online ordering at virginmedia.com is usually cheaper because online waives the £35 set-up fee.
When to use: New broadband, TV or Volt order
Virgin Mobile customer services
150Mon to Sun 08:00 to 21:00
Short code, only works from a Virgin Mobile (now O2) SIM. From any other phone use 0345 454 1111.
When to use: Mobile billing, SIM issues, Volt bonus
Business customer services
0800 052 0800Mon to Fri 08:00 to 20:00, Sat 09:00 to 17:00
Separate from home customer services. Use this line for any Virgin Media Business product (business broadband, Vivid, ethernet).
When to use: Business broadband, leased line faults
Accessibility services
0800 052 5520Mon to Fri 08:00 to 21:00, Sat 09:00 to 17:30
Dedicated team. Free large-print billing, talking bills, sign-language video relay and priority fault repair for vulnerable customers.
When to use: Disability or accessibility needs
Complaints process
Virgin Media is regulated by Ofcom and signed up to CISAS, the free independent adjudicator. Here is the step-by-step from first complaint to ADR.
Talk to Virgin first
Phone 0345 454 1111, use live chat from My Virgin Media, or write to Virgin Media Complaints, Sunderland, SR43 4AA. By law Virgin must acknowledge in writing within 5 working days.
Ask for a deadlock letter
If the case is not resolved after 8 weeks or you reach an impasse sooner, ask Virgin to issue a “deadlock letter”. This is your ticket to step 3.
Escalate to CISAS (ADR)
CISAS is the Communications and Internet Services Adjudication Scheme, free for consumers. It is an independent adjudicator that can order Virgin to refund money or restore service. Time limit: 12 months from your original complaint date.
County Court (last resort)
If you reject the CISAS decision you can still take Virgin to County Court. CISAS’s decision is binding on Virgin but not on you, so accepting it forfeits your right to sue.
FAQ
The fastest route is the My Virgin Media app live chat (typical waiting time 2 to 4 minutes), then the main phone line 0345 454 1111 (typical waiting time 4 to 8 minutes Monday morning, often longer on Sunday evening). Twitter/X DMs to @virginmedia are answered in working hours but tend to push complex issues back to phone.
Virgin operates the retentions team (also called “customer loyalty”) on a separate phone tree because its agents have access to retention deals that frontline agents cannot offer. If you call the main number and ask to cancel, you are usually transferred to retentions. To save a step, call 0345 600 0301 directly when your contract is ending.
Virgin Media does not publish a public customer-services email. All written contact goes through the My Virgin Media web form, the postal complaints address (Virgin Media Complaints, Sunderland, SR43 4AA) or the live chat tool inside My Virgin Media.
By regulator rules Virgin must acknowledge a written complaint within 5 working days. Resolution times vary: most billing complaints close within 2 weeks; faults and disputed cancellation charges can run 6 to 8 weeks. After 8 weeks without a resolution you can escalate to CISAS, the alternative dispute resolution scheme, free of charge.
Calls to 0345 numbers are charged at standard UK landline rates. From most home phone packages and mobile contracts that include “inclusive minutes”, this means free, the call comes off your monthly minutes allowance. From a pay-as-you-go mobile, expect to pay 25 to 55p a minute.
Check the Virgin Service Status page first at my.virginmedia.com/servicestatus to see if your area is already being worked on. If your problem is unique to your line, report it through the My Virgin Media app or call 0345 454 1111. Virgin’s Stay Connected promise pays you a bill credit if the fault is not fixed within two working days.
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