Accessibility support and services

At Virgin Media, we're doing everything we can to make sure our services are accessible for everybody. You can find out more in our accessibility and vulnerability policy linked below.

How to register your accessibility needs or personal circumstances

If you have any impairments or personal circumstances that we need to make adjustments for, please tell us. Simply call 150 on a Virgin Media phone or mobile. Or Call/Text/Video Relay us on 0345 454 1111* and with your consent we can flag your account so that our staff can respond to your needs appropriately.

Broadband and home phone faults as our priority

Whether you’ve pre-registered any impairments & barriers or tell us when reporting a fault*, we will prioritise your appointment over our standard level of care. Please note that bad weather (floods, storms) can stop our service technicians repairing overhead cables or working in maintenance holes.

*If you have no dial tone, can’t receive / make calls from your home phone or you experience total loss of service of broadband, we can prioritise your service appointment.

Services and support

We're committed to making all our products, services, online content, and apps accessible and inclusive for everyone. This means that we're continually making improvements where you've told us something isn't working or where we've put unintentional barriers in your way.

If you or someone in your household have any impairments or need extra help due to accessibility needs or personal circumstances, we've listed how you can enjoy our Virgin Media broadband, TV, home phone and mobile services by enabling additional features that work for you.

Visual impairment

Hearing impairment

Physical or non-visible impairments

Extra support

It’s important to us that we treat all our customers fairly and support those who need a little extra help. As such we’ll always try to offer the most appropriate services for your personal circumstances, and help out where we can when circumstances require we do so.
If you have any specific needs or requirements, or you’re having difficulties you’d like to talk to us about, our customer service team is ready to help you however they can.

Communication preferences

Choices for visual impairment

You can ask to receive correspondence from us in alternative formats. All you need to do is tell us your communication preferences when you join or when you next contact us. You can do this via any one of our accessible contact channels Chat, SMS, Text relay or Video relay:

Large print – size 20, 24 or 28 font on standard white or coloured paper. Light green, pale blue, red, yellow or pink paper can make it easier to read.

Braille – grade 1 or 2.

Audio– listen to the tracks on the CD or use a screen reader or file viewer software to play the CD’s rich text format version of the document.

Your preference
All, but marketing and urgent messages, will be sent in the format you choose. So, for example, you’ll continue to get email or text updates on your remaining mobile data allowance or upcoming engineer visit.

Contact options

Text us
Mobile customers can send a message to us via WhatsApp on 07305 327 112 ^
Monday to Friday 7am – 11pm, Saturday and Sunday 8am – 8pm

Text Relay service
RelayUK helps deaf, speech impaired and hearing impaired people to talk to each other over the phone and via an app using the relay service. To contact us via RelayUK you can download Relay UK app or call us free on 18001 0800 052 2164

Video Relay service
If you’re a British Sign Language user you can contact us using a British Sign Language video interpreter, via the InterpretersLive! service, provided by Sign Solutions. You can also pre-book BSL Video Interpreters and other types of remote communication support. The service is available to you during our opening times.
If you're using a Laptop or PC to contact us go here
Alternatively, if you're using a mobile or a tablet see details here Use this URL

Call our customer service team
Broadband, TV, and home phone customers
Call 150 from your Virgin Media phone or mobile, or call 0345 454 1111 * from any other phone
Virgin Mobile customers
Call 789 from your Virgin Media mobile, or call 0345 600 0789 * from any other phone
Monday to Friday, 8am until 9pm
Saturday, 8am until 8pm
Sunday, 8am until 6pm

*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.