Virgin Media is a large broadband provider that offers fast broadband and premium TV on its own network. While most other ISPs across the UK piggyback off Openreach lines to provide internet, Virgin Media uses its own. That means it takes a specialist to install, and if you have any problems, you’ll likely want to contact customer services.
How to contact Virgin Media
There are various options for getting in contact with Virgin, including a call centre or live chat.
Virgin Media contact phone numbers
The Virgin Media customer service line is the first point of contact for all queries, including technical support and complaints.
The opening hours of the call centre are:
- Monday to Friday: 8am - 9pm
- Saturday and Sunday: 8am - 6pm
Virgin Media live chat
Virgin Media live chat is one of the primary ways to contact Virgin Media when you have a question. You don’t need to be logged into your Virgin Media account, but it can make things easier.
To use the chat service, visit the Virgin Media contact page, select the option that best fits your query and enter your message in the live chat box. If it’s out of hours, you can 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, but it could be for many different reasons.
Before you go contacting Virgin Media, 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, or your download speed is poor, it may well be a network problem.
There are a few ways you can check for network issues. First, go to the Virgin Media service status page and run a check on your postcode. You can check also the official Virgin Media Twitter / X page as widespread network issues may be flagged up there.
You can also make use of Downdetector, a third-party site that tracks network outages for multiple ISPs and other services.
If any of the above shows a network fault, 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
If you’ve repeatedly had problems with your internet connection, consider raising a complaint.
Here's how you might do this:
Get in touch via Twitter
Social Media can be helpful if you’ve got questions or complaints. It’s public, and you may get a quick response, so if you think it might help, ping Virgin a message on Twitter / X.
Speak to customer services
Complain in writing
If customer services can’t help over the phone, you can put something in writing. This is usually the way to complain if you think you might have to take your complaint further. The benefit of this is that it will leave a paper trail, so if you need to take it to the Ombudsmen you’ll have evidence.
Contact Virgin Media at:
Virgin Media promises to acknowledge your complaint within 48 hours of receipt and aims to resolve any issues within 28 days.
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 a deadlock letter from Virgin. This is 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. As long as you're out of your minimum contract 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:
To switch away from Virgin Media, you'll also need to check what other broadband is available in your area. Enter your postcode or address below to see the latest deals:
Broadband Genie deals checker
Check out these guides for more help:
- 'Switching from Virgin Media to BT Broadband'
- 'Switching from Virgin Media to Sky Broadband'
- 'Switching from Virgin Media to TalkTalk'.
- 'Switching to a broadband provider on the Openreach network'.
If you want to get in contact with Virgin Media, you should call, or use the live chat as a first point of contact. If you’ve consistently been having problems, you might want to write them a letter, or send a message on social media.
Generally, Virgin Media are pretty quick to get back and help you. You should get a response back within 48 hours of them having received it. But in the case where you aren’t happy with how your concerns are being dealt with, you might need to complain.
If your complaints don’t seem to be listened to, or you’ve had enough and decided it’s time to look elsewhere, then check your contract end date. If you’re at the end of your contract, or don’t mind paying the fee, we have a helpful guide on cancelling Virgin Media broadband and switching to a new provider.