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Virgin Media Contact: Number to Call

Virgin Media logo

A provider the size of Virgin Media isn’t always easy to contact. They may have several departments and inroads to choose from, but it can be difficult to know which to go for in dealing with your issue. If you’ve got an issue with or a query for Virgin and you don’t know where to turn, let us run you through the channels to contact them and save you wasting your time contacting the wrong people.



Virgin Media contact

Virgin Media contact number

The first thing to note is that if you’re not a Virgin Media customer yet and you want to call them to sign up, there is a specific number to call. We’ll get started with their sales number, which should be any potential customer’s first port of call, so to speak.

blue telephone

Virgin Sales Contact
Please check with your provider if you don't know how much a call will cost.
0800 052 2525
*Monday to Friday: 8am-8pm; Saturday: 8am-6pm; Sunday: closed

If you’re already a Virgin customer, be it just for broadband or if your deal includes TV and home phone as well, there is only one number to call. Other providers will often have a dedicated line for dealing with faults, another for complaints and another for cancellations, but Virgin have just the one. It’s free from your Virgin landline if you have one, but if not you may want to check if you’ll be charged.

Ofcom has reported an average call waiting time of 1 minute 29 seconds to get through to someone on this number, falling comfortably below the average of 1 minute 40 seconds among the top six providers. This said, only two of these were actually slower, with one provider dragging the average way down with a time of 7 minutes and 50 seconds!

blue telephone

Call Virgin Media about broadband, TV or home phone
Please check with your provider if you don't know how much a call will cost.
0345 454 1111
*Monday to Friday: 8am-8pm; Saturday: 8am-6pm; Sunday: closed

Apart from a number to call, Virgin also offers a text relay service through which you can quickly get in touch with their agents for free. You can also text outside opening hours and get a response as soon as they’re back in the office. Here’s the number to text:

blue telephone

Virgin Media text relay service
Please check with your provider if you don't know how much a call will cost.
07533 051 809
*Monday to Friday: 8am-8pm; Saturday: 8am-6pm; Sunday: closed

If you’re a Virgin Mobile customer, the number to call and the range of contact options available to you are different - find them on the Virgin Mobile contact page.

Help and support

Like many of the larger providers, Virgin has invested significantly in mapping out and solving common issues across broadband, TV, home phone and mobile. They encourage customers to make their handy and intuitive help and support centre as their first stop when a problem arises. This will cut out annoying wait times and get your issue dealt with in the most efficient way, browsing, as you can see in the image below, either by type of service or by topic:

Virgin Media help page screengrab

If, for example, you’re having trouble with your broadband speeds, you can click through to a step by step guide on how to improve your WiFi speed. The help centre has a host of pages like this to help you through common issues, but if you can’t find your issue or the steps aren’t working, you can always give them a call.

If it’s not urgent, you can also pose the question to the community yourself and wait for someone on the forum to answer. It is staffed by Virgin Media personnel as well as savvy members of the public, so you will get expert advice, but if you’re in a hurry you might want to take a more direct route.

Live chat

You can, if you prefer, take a more direct route without picking up your phone by accessing the live chat function available through Virgin’s contact page. The service is available from Monday to Saturday, 8am-8pm, and is often cited as the fastest way to get in touch with them. If you’re struggling to find it (we did) just use the section pictured below to click through to your issue - Virgin will let you know if the live chat is your best bet.

Virgin Media contact page screenshot

My Virgin Media app

For some of the issues you’re likely to want to contact Virgin Media about, you probably don’t need to talk to anyone at all. If you click through to the ‘Accounts & billing’ category you see in the above image, for example, you’ll be directed straight to the app as the fastest way to address your issue. After all, if you can solve something for yourself in an instant, why trouble yourself trying to get through to customer service! Let’s have a look at exactly what you can do via the app:

App Features

For all the details you could want on the My Virgin Media app, you can visit our dedicated page, but here’s a basic idea of what you can use it for:

  • Viewing and managing your bills.
  • Making payments.
  • Checking service status in your area.
  • Seeing the services and features in your package.
  • Diagnosing problems with your service.
  • Viewing outstanding orders and appointments.
  • Changing appointments.

Using the app you can also access Virgin Media help and support to check FAQs, ask a question yourself to the community, or quickly get through to an expert via the live chat.


Virgin Media business contact

If you want to get in touch with Virgin Media’s business arm (link coming soon), you have a different but equally straightforward set of numbers to call. Whether yours is a small, medium or enterprise business - they have slightly different deals for each - your inquiries can be split in much the same way that residential broadband and phone deals are.

If you haven’t yet made the first step and signed up to one of Virgin Media’s business services, you can do so by calling their dedicated sales team. You can also contact them online by filling out a form or request a callback via their contact page.

blue telephone

Business Sales inquiries
Please check with your provider if you don't know how much a call will cost.
0808 149 7017
*Monday to Friday: 8am-6.30pm; Weekends: closed

If you’re already a Virgin Media Business customer and want to report a fault or make any other sort of inquiry, you can do so by calling the number below. The opening hours cited are for general inquiries - if you want to report a fault, you’ll be able to get through to someone 24/7.

blue telephone

Business Customer inquiries
Please check with your provider if you don't know how much a call will cost.
0800 052 0800
*Monday to Friday: 8am-6.30pm; Weekends: closed

If you’d rather not call you can also send a text to 07480 639 012 briefly explaining your issue and an agent will get back to you. You can also send your query through their contact form or try to solve it yourself using their help and advice centre.

If you’ve got something to complain about, you can either call the general customer inquiries line above, fill out their online complaints form, or send your complaint by post to Complaints, Virgin Media Business Ltd., Communications House, 1 Chippingham Street, Sheffield S9 3SE.


Other inquiries

Press inquiries

Virgin is quick to point out in their contact page that the press team are purely for media and analysts, and that they aren’t able to help with customer inquiries. If you are an analyst or a member of the press, contact the team via email at press@virginmedia.co.uk.

Investor inquiries

For Virgin Media Investor Relations, you should contact Vani Bassi at vani.bassi@virginmedia.co.uk, but in case Liberty Global Investor Relations is what you’re after, the contact is ir@libertyglobal.com.

Sustainability

Any questions regarding sustainability can be addressed to their dedicated sustainability team at sustainability@virginmedia.co.uk.

Marketing and advertising

All marketing and advertising inquiries can be sent to Lucy.Atabey@virginmedia.co.uk.


Social Media

If you want to get through to Virgin Media via social media, we’d recommend trying them on Twitter. They’re online every day, answering customer queries from 8am-10pm Monday to Friday and 8am-4pm at the weekend.

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