Virgin Media contacts: Customer service, complaints and numbers

Dan Howdle • December 2nd, 2024

When you need to get hold of your broadband provider, you need to know the fastest way to do so. Virgin Media offers its customers a range of ways to get in touch, from phone numbers to social media. Whether you want to buy a new broadband and TV bundle or make a complaint about your download speed, we have all the information to hand.

How to contact Virgin Media

Virgin Media’s phone numbers are open from 8am to 9pm Monday to Friday, from 8am to 8pm on Saturday and from 8am to 6pm on Sunday.

How do I call Virgin Media's customer service?

If you are an existing Virgin Media customer looking for help and advice with your service, or if you want to upgrade your existing package, you can call Virgin Media's customer service number on 0345 454 1111 or 150 from a Virgin Media phone line. Broadband, TV and phone customers should then press 1, mobile customers should press 2.

Note that 03 numbers, although not free, are usually included in landline call packages. If not, they are charged at the same rate as a standard UK landline number. Alternatively you can also use your mobile minutes to call without being charged extra.

Virgin Media new customer sales number

Cable.co.uk has access to some special offers with Virgin Media that you will not find on the provider’s own website. You can call the sales team (for new customers) free on 0800 211 8144 from 8am to 8pm Monday to Sunday.

Virgin Media's postal address

Griffin House
161 Hammersmith Road
Hammersmith
London
W6 8BS

How do I contact customer service via Live Chat?

As well as calling up, it is also possible to get in touch with Virgin Media via Live Chat on its website. You will be greeted by the virtual assistant 'Terri' and asked to narrow down the area of your enquiry before being handed over to a live agent (I.E. human). You can use the Live Chat service for sales, upgrades and complaints. The service is available from 8am to 10pm seven days a week.

Virgin Media on social media

Virgin has a selection of active social media accounts where customers can get in touch. On X you can find Virgin Media @virginmedia and post a message where you are likely to get a fairly rapid response. The provider is also active on Facebook, where you can post a message seeking help or advice.

How to complain to Virgin Media

A good starting point for making a complaint to Virgin Media is to simply pick up the phone and call the customer services number on 0345 454 1111 or 150 from a Virgin landline, available from Monday to Friday from 8am to 9pm, or on Saturday and Sunday from 8am to 6pm.

Virgin Media mobile numbers have a separate number to call. If your mobile is working, you can call 789 free, or if not, call 0345 600 0789 from any other phone.

Customers can also get in touch via Live Chat or by filling out a web form on the complaint section on Virgin Media’s website. There are separate links for broadband and mobile complaints and Virgin states it aims to get back to you and resolve your issue within seven days. If that is too long, then we advise going straight to social media to air your complaint. Be firm but polite and you are likely to get a rapid response as comments from disgruntled customers visible to all are not great for business.

How to escalate your complaint

If you do not get the response you hoped for from Virgin Media, or if your complaint hasn’t been dealt with after eight weeks, you can take your complaint to the ADR (Alternative Dispute Resolution) scheme. This varies from provider to provider, but in the case of Virgin Media it is Ofcom-approved CISAS (the Communications and Internet Services Adjudication Scheme).

You can call CISAS on 0207 520 3814 or send an email to cisas@cedr.com detailing your situation with evidence. CISAS is impartial and will investigate your case. If Virgin is found to have been at fault, it is obliged to comply with the findings of CISAS.

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