Virgin Media broadband customer service contacts, problems and complaints

How to contact Virgin Media broadband support and customer service

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

Virgin Media customer service opening hours are between 8:00 am and 8:00 pm Monday to Friday, and 8:00 am to 6:00 pm on Saturdays, however the exact time depends on how you contact Virgin as the phone team and live chat teams have different opening hours.

Virgin Media contact numbers

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

Virgin Media broadband postal address

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

Virgin Media
PO Box 333
Matrix Court
Swansea
SA7 9ZJ

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 click ‘Chat Now’. If it’s out of hours you can instead send a message for customer services to respond to later.

Live chat is open at the following times:

• Monday to Friday: 7:00 am - 11:00 pm
• Weekends: 8:00 am - 8:00 pm

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 which 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 web site 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 which tracks network outages for multiple ISPs and other services.

If any of the above indicate 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:

Complaints
Virgin Media
Sunderland
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.

In order to go to CISAS, you’ll need to have either received a deadlock letter from Virgin (a part of the complaints process which says that neither side can agree) or not heard back from them for eight weeks.

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