Virgin Media — How to Contact & Get Support

Virgin Media provides broadband, TV, phone and mobile services in the UK. Here are all the ways to get help with technical issues, billing, complaints and more.

Why contact Virgin Media?

  • Broadband outages, slow speeds or WiFi issues
  • Problems with Virgin TV or streaming
  • Mobile network or SIM issues
  • Billing, payments or account queries
  • Complaints, service cancellations or contract queries

1. Virgin Media Help & Support Pages

Virgin Media’s support site offers step-by-step guides and troubleshooting tips.

  • Visit Virgin Media Help
  • Browse by service: broadband, TV, mobile, phone
  • Search for keywords like slow broadband or billing

2. Live Chat

Available on the Virgin Media website for real-time support.

  • Open chat via the “Contact us” or “Help” pages
  • Provide your account details or postcode if prompted
  • Agents can handle both technical and billing queries

3. Phone Support

Virgin Media has dedicated phone lines for different customer types.

From a Virgin Media phone
Dial 150 (free of charge)
From any other phone
0345 454 1111 (standard rates apply)
Opening hours
Typically 8am–9pm weekdays, 8am–6pm weekends (subject to change)

4. Email & Webform

Virgin Media does not offer direct email addresses for support, but you can use secure online forms.

  • Log in to My Virgin Media
  • Submit support tickets via your account portal
  • Attach screenshots or documents if required

5. Social Media

  • Twitter/X: @virginmedia
  • Facebook: message the official Virgin Media UK page
  • Instagram: DM the verified profile

Social media support is usually available during business hours.

6. Virgin Media Community Forum

Peer-to-peer help with input from Virgin Media staff moderators.

7. My Virgin Media App

Manage your account and services directly from your phone.

  • Check service status and outages
  • View and pay bills
  • Access technical support tools

8. Complaints & Escalation

If your issue is unresolved, follow Virgin Media’s complaints procedure:

  1. Raise the complaint through phone, live chat or webform
  2. Keep a record of all correspondence and reference numbers
  3. If still unresolved after 8 weeks, escalate to CISAS (Communications Ombudsman)

Tips for effective communication

  • Have your Virgin Media account number and postcode ready
  • Be specific about the problem (include error codes, times, symptoms)
  • Take screenshots of billing pages or service status messages
  • Stay calm and polite; escalate if the first contact cannot help