Contact Virgin Media: Phone, Email & Live Chat (2022)

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!

Contact Virgin Media: Phone, Email & Live Chat (1)

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:

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

Contact Virgin Media: Phone, Email & Live Chat (2)

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.

(Video) CALLING VIRGIN MEDIA

Virgin Media Billing
Virgin Media DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Billing Enquiry0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 3
Make a Payment0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 1
Check Remaining Minutes0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 2
Set Up a Direct Debit0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 1 → Option 4

Last updated: 08/07/2022

Virgin Media Technical Support
Virgin Media DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Broadband Technical Support0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1
New Customer: Broadband Problem0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 1
TV Technical Support0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 2
New Customer: TV Problem0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 2
Home Phone Faults0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 3 → Option 2
New Customer: Home Phone Problem0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 3
Other Technical Support0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 5
New Customer: Other Problems0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 4
Change an Engineer Visit0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 4
Set Up Phone Features0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 3 → Option 1
Router Reset Instructions0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1 → Option 2
TV Reset Instruction0345 454 1111MondaytoFriday7amto11pm
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 DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Cancel an Order0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 1 → Option 2
Change an Order0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 1 → Option 1
Quickstart Setup and Activation0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 1
Quickstart Delivery Enquiry0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 2
Other Quickstart Queries0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 2 → Option 2
Everything Else0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 4

Last updated: 08/07/2022

Virgin Media Upgrades, Cancellations, and Moving Home
Virgin Media DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Upgrade or Add New Service0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 1
Remove a Service0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 2
Cancel Virgin Media0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 3
Moving Home0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 4
Bereavement Support0345 454 1111MondaytoFriday7amto11pm
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.

(Video) Virgin Media Customer Contact Number 0800 810 844

Vigin Media Broadband Contact Numbers
Virgin Media DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Broadband Technical Support0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2
Router Reset Instruction0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 1
Change Engineer Appointment0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 2 → Option 4
New Customer: Broadband Problems0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 3 → Option 3 → Option 1
Cancel Virgin Media Broadband0345 454 1111MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 1 → Option 4 → Option 4

Last updated: 08/07/2022

Virgin Media Contact Mobile

Contact Virgin Media: Phone, Email & Live Chat (3)

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 DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Pay As You Go Technical Support789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 1 → Option 2
Join Virgin Media Mobile789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 1 → Option 1 → Option 2
Transfer Number to Virgin Media Mobile789MondaytoFriday7amto11pm
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 DepartmentVirgin Media Contact NumberVirgin Media Opening HoursIVR Option
Pay Monthly Technical Support789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 3
Join Virgin Media Mobile789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 1 → Option 2
Transfer Number to Virgin Media Mobile789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 1 → Option 1
Cancellations789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 4
Everything Else789MondaytoFriday7amto11pm
Weekends 8am to 8pm
Option 2 → Option 2 → Option 5

Last updated: 08/07/2022

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.

(Video) Do You Want To Connect To Virgin Media Helpline Number?

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 Live Chat

Contact Virgin Media: Phone, Email & Live Chat (4)

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
Contact Virgin Media: Phone, Email & Live Chat (5)

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:

(Video) Returning your Virgin Media kit

  • 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: [emailprotected]
  • Fax: 020 7520 3829

Virgin Media Automatic Compensation Scheme

Contact Virgin Media: Phone, Email & Live Chat (6)

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
ProblemCompensation AmountTerms
Loss of Service£8.40 per dayService has not been fully restored after two full working days
MissedAppointment£26.24 per appointmentVodafone engineer is a no-show or cancelled with less than 24-hours notice
Delayed Activation£5.25 per dayYour Vodafone service isn't activated on the day it was promised

Last updated: 04/07/2022

(Video) Scam Phone call pretending to be Virgin Media

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)

FAQs

How do I send an email to Virgin Media customer service? ›

Virgin Media does not have a customer service email address. The enquiries@virginmedia.com and help@virginmedia.com addresses have been discontinued, and any emails sent will bounce back.

Does Virgin have Web chat? ›

We've launched our new web messaging service. Log in to 'My booking' and look for the chat button to get started.

How can I speak to someone at Virgin Media in the UK? ›

Re: Need to talk to a Uk call centre

All of the calls via 150 or 0345 454 1111 go through the same IVR and the first available agent answers the call irrespective of where they are located.

Videos

1. Virgin Media Scam Calls (Jan 2021) How To Identify Such Calls? Watch To Know! | Scam Adviser Reports
(Scam Adviser Reports)
2. How to get more from your Virgin Media services?
(Virgin Media Help)
3. Unsolicited phone call from someone claiming to be Virgin Media.
(nonroadusr)
4. How to use WiFi calling from Virgin Media?
(Virgin Media Help)
5. Guide to Online Billing for mobile – Virgin Media
(Virgin Media Help)
6. Virgin media too busy for problems, but can chat if its about an upgrade
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