Contact Virgin Media: Phone, Email & Live Chat
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
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
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:
- Billing
- Faults and Technical Support
- New Customers and Activations
- 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 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 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 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 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.
| 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
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:
- Pay As You Go (PAYG)
- 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 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 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 Department | Virgin Media Email Address |
|---|---|
| Abuse | [email protected] |
| Phishing | [email protected] |
Last updated: 08/07/2022
Virgin Media Live Chat
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:
- Go to the Virgin Media website
- Login to your account
- Go to the contact page
- Click the live chat option
Virgin Media Complaints
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
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.
| 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:
- BT (joined 1st April 2019)
- EE (joined 4th May 2021)
- Hyperoptic (joined 28th October 2019)
- Plusnet (joined 4th May 2022)
- Sky (joined 1st April 2019)
- NOW Broadband (joined 1st April 2019)
- TalkTalk (joined 1 April 2019)
- Utility Warehouse (joined 17 February 2020)
- Virgin Media (joined 1 April 2019)
- Vodafone (joined 3 November 2021)
- Zen Internet (joined 1 April 2019)