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Virgin Media broadband customer service contacts, problems and complaints

How to contact Virgin Media customer services and technical support

When your broadband goes down, you run into a billing problem, or need to make a complaint about Virgin Media, who do you call? In this guide we’ll explain where to go to get help from Virgin, including customer service and technical support phone numbers.

How to contact Virgin Media broadband customer service and support

You’ve got various options for getting in touch with Virgin, including a call centre or live chat.

Virgin Media's customer service hours are 8am to 10pm. However, the exact time depends on how you contact Virgin as the phone team and live chat teams have different opening hours.

Virgin Media customer service numbers

The Virgin Media customer service phone number shown below is the single point of contact for all queries, including technical support and complaints.

From a Virgin mobile or landline: 150

Or 0345 454 1111 from any other phone.

Opening hours are: 

  • Monday to Friday: 8am - 8pm
  • Saturday: 9am - 5pm
  • Sunday: Closed

Virgin Media broadband postal address

If you want to write, the Virgin Media address is:

Virgin Media
PO Box 333
Matrix Court

Virgin Media live chat

Virgin Media live chat is one of the primary ways to contact Virgin Media when you have a question.

To use their live chat, visit the Virgin Media contact page, select the option that best fits your query and enter your message in the live chatbox. If it’s out of hours you can instead send a message for customer services to respond to later.

Is Virgin Media down?

Lost all connectivity? It happens to us all at some point, and the cause varies. Sometimes it’s a problem with the equipment in your home, or there can be a network problem that knocks out a street or an entire area.

Before you go contacting Virgin though it’s worth running a few quick checks of your own. First, try a different website or service to rule out a problem with the server you’re trying to connect to. Then try rebooting your devices. If that doesn’t work, move on to rebooting your Wi-Fi router. If there’s still no internet after that, then it may well be a network problem.

There are a few ways you can check for network problems.

Check the official Virgin Media Twitter as widespread network issues may be flagged up there.

Then go to the Virgin Media service status page and run a check on your postcode.

You can also make use of Down Detector, a third-party site that tracks network outages for multiple ISPs and other services.

If any of the above indicates a network problem, you’ll have to wait it out. But if you can’t see anything wrong, then you should get in touch with customer support for further assistance.

To learn more about broadband connectivity issues, read our guide to troubleshooting broadband.

How to complain about Virgin Media

Get in touch via Twitter

Sometimes Twitter is an easy solution to a problem. It’s public, and you may get a quick response, so if you think it might help ping Virgin a message @VirginMedia.

Speak to customer services

If Twitter isn’t the right way to go, then your first point of contact should be to get in touch with customer services on 0345 454 1111 (or 150 on a Virgin phone).

Complain in writing

If customer services can’t help over the phone, you can put something in writing.

Contact Virgin Media at:

Virgin Media
SR43 4AA

Complaining about Virgin Media to CISAS

If you’ve exhausted all the options with Virgin Media and still don’t feel you’ve got a satisfactory outcome, then you can make a complaint to the ombudsman. Each broadband provider uses one of two ombudsman services; for complaints about Virgin, you need to contact CISAS.

To go to CISAS, you’ll need to have received a deadlock letter from Virgin (a formal part of the complaints process which confirms that neither side can agree on a resolution). You can also contact CISAS without a deadlock letter if you have not heard back from them for eight weeks.

To discover more about broadband complaints, read our dedicated guide to complaining about broadband.

Fed up with Virgin Media? Switch and save!

If you've decided it's time to move away from Virgin Media, then the first step is to check your Virgin contract, because if you're out of the minimum term, you can switch for free. We've put a couple of our best deals below, to give you an idea of what's out there:

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To switch away from Virgin Media, you'll also need to check what other broadband is available in your area. Enter a postcode below to see the latest deals: 

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