Virgin Media Contact Number | 0843 850 2479
Contacting Virgin Media Customer Service
There are numerous ways for customers to contact Virgin Media Customer Service.
You can contact Virgin Media 7 days a week, from 8am to midnight in the following ways:
Virgin Media customer line: Virgin Media customers can call by dialling 0843 850 2479 from their Virgin Media landline.
From other UK landlines or mobiles: You can call Virgin Media in the UK on 0843 850 2479. Standard charges apply for this number. It is NOT premium rate.
Calling Virgin Mobile from abroad:
If you need to contact Virgin Media by phone whilst you are abroad, it can be done in the following ways:
For Pay As You Go customers: you can call Virgin Mobile on 789. Recorded info is free to listen to, but calls to the Virgin Media Team cost £2 per call.
For Pay Monthly customers: call 0843 850 2479. Calls cost the same as a standard international call to the UK from the country where you’re located.
Calling Virgin Media for sales
These numbers are FREE from all UK landlines. Calls from mobiles could be higher – check with your service provider before calling.
Personal: If you are not yet a customer of Virgin Media but are thinking of becoming one, you can contact the sales department Free on 0843 850 2479
Business: If you are a business looking to become a customer, call FREE on 0843 850 2479.
Public Sector: Public sector organisations wishing to become Virgin Media customers should call 0843 850 2479.
Virgin Media Customer Service Issues
Virgin Media Customer Service receive thousands of customer inquiries every day and are frequently very busy. If you call, be prepared to have to wait in a queue before your inquiry is dealt with. During busy times, there can be a long wait, so it could be easier to call later. If you are paying for your call, it could also be significantly cheaper.
Preparing to call Virgin Media Customer Service
Before Virgin Media operators can deal with your inquiry, they will need to verify who you are, to make sure no-one else is trying to access your account. To assist, make sure you have to hand all the relevant detail they may ask for, including; your telephone number, address, postcode, Virgin Media account and contract numbers, telephone password or secret question answers you have given to identify yourself.
Getting through to the right person
When contacting large organisations, like Virgin Media, you may be asked to use your telephone keypad to choose from a range of options so that you are put through to the correct department to assist you. Pay attention to any recorded messages to make sure you understand the options available. If the given options are not appropriate for your requirements, either choose the one that most closely matches your needs or press no key at all. Failing to input a key can sometimes connect you to general inquiries where an operator can help you find the best person to talk to.
When talking to Virgin Media Customer Service, try to explain your concerns clearly so members of staff dealing with your inquiry can help you better. If you are making a complaint about something, always remain calm and remember that the person at the other end is only doing their job.
If you get an unsatisfactory response from the person dealing with your inquiry or you are not happy with the service, take their name and ask to speak to their manager. If this doesn’t work, take the manager’s name. You should then write to raise the issue with a more senior manager.
Types of Customer Support Available
Contacting Virgin Media will connect you to a dedicated support team who will be able to help you on a whole range of issues; from choosing the most suitable television, telephone and broadband package through to resolving an account query or technical problem.
Like many leading providers, Virgin Media have invested heavily in their customer service so that they can provide customers with an efficient and helpful service. Their team are knowledgeable about the products and services they provide and can give you up to date information about technical and network problems.
There is also a great deal of information on their website such as help forums, and FAQ sections where you can search and browse to find solutions to your problems or answers to your questions.
Getting financial assistance
Virgin Media Customer Service can help you with financial issues regarding your account such as billing queries or changing direct debits. If you wish to check you bills and financial arrangements online, the video below may be of help in showing you how to access these details.
If you have technical problems with your Virgin Media services, the technical support team can be contacted to help with a whole range of issues, including problems with your broadband service or TiVO box not working correctly, or with a faulty phone service.
If the issue is relating to your broadband service, Virgin Media have a dedicated technical support team who can run through a remote diagnostic while you are on the phone. This means that you can undertake several tests while the advisor is on the telephone to see if they can diagnose and resolve the issue. Following on from the diagnostic tests, and if the problem cannot be resolved over the telephone, then they can arrange for an engineer to call at a convenient time.
Getting online technical help
Virgin media have a YouTube channel designed to help people having technical problems. There is a range of How-To videos available, showing people how to carry out basic tasks, set up equipment and run diagnostic tests. The video below is an introduction to their channel.
Other ways to contact Virgin Media
Contacting Virgin Media by live chat: Virgin Media can be contacted by live chat via their website – but only from computers and laptops, not mobile devices or phones.
To find live chat, first visit http://contact.virginmedia.com/ . From here, choose the service you wish to inquire about (e.g. broadband). When you click on the service the menu will expand, giving several options. Choose one option and then a live chat option will appear on the right-hand side. Click on the live chat icon.
On live chat, the broadband/phone/TV live chat services are available 9AM to 5PM. ‘Account and Billing’ services are available 8AM to 8PM. These times are available 7 days a week.
The live chat service can also be very busy and at times you may not be able to get through or you may find it takes a long time for the operator to respond – this is because hey sometimes deal with several customers at the same time. If this is the case, you may need to revisit the page at a less busy time.
Contacting Virgin Media by letter
You can do this by writing to – Complaints, Virgin Media, PO Box 333, Matrix Court, Swansea, SA7 9ZJ
What to do if you have a complaint that cannot be resolved
If you are unable to resolve an issue, then, after 8 weeks, you can refer the matter to the Ombudsman Services Communications.
Ombudsman Services Communications contact details
Phone 0330 440 1614 – standard call charges apply
Fax: 01925 430 049
Ombudsman Services Communications
PO Box 730
Further Information about Virgin Media
Virgin Media provides television, broadband and mobile and landline telephone services. It is part of Liberty Global plc, an international telecommunications business based in the UK. It was formed in 2006 with the merger of the Telewest and NTL companies and took the name Virgin Media in 2007 after it purchased Virgin Mobile UK and obtained a licence to use the Virgin brand name from Richard Branson.
Virgin Media operates a high speed, UK, fibre-optic cable network to almost 5 million UK customers. It also has 3 million mobile customers. It’s main competitors in the UK are; BSkyB, British Telecom, Vodafone, O2, EE and TalkTalk.
Virgin Media Products and Services
Virgin Media offer a broad range of services and entertainment packages to suit your budget and your requirements and are committed to delivering the highest standards provision. They have the fastest broadband service in the UK and one of the biggest selections of TV channels available. The video below shows you how to set up the TiVO box which provides cable access to their TV service.
Virgin Media Store:
For Broadband, Telephone, TV and Mobile: http://store.virginmedia.com/index.html
Virgin Media Entertain Me:
Details about what’s on Virgin Media: http://www.virginmedia.com/entertainme/
Virgin Media Online Help
The menu page for all online help: https://help.virginmedia.com/