How to contact Virgin Media
| Phone | 0345 454 1111 or 150 from a Virgin mobile phone or landline (open 8am-9pm Monday to Friday, 8am-6pm Weekends). |
|---|---|
| Live Chat | 8am-8pm Monday to Saturday - Log-in through the Virgin Media website. |
| My Virgin Media | log in to manage your account and bills |
| Social Media | Twitter / X: @VirginMedia |
Get help with your account and billing
You can get help with most account and billing issues by logging into your ‘My Virgin Media account’. Alternatively, visit Virgin Media’s help and support pages for solutions to many issues.
The online help and support will help you through most common issues such as:
- Viewing and paying bills
- Updating your payment methods
- Claiming automatic compensation
- Getting help if you’re struggling to pay
- Getting help with Flex TV billing
Moving home with Virgin Media
You can arrange a home move online at Virgin Media's moving home help page.
- Check if Virgin is available at your new address
- Book your moving date (average setup is 7–14 days)
- Find out if you can self-install
If your new address isn’t served by Virgin, you’ll be directed to live chat to discuss options (you may be able to claim back any early termination fees if you provide proof of your move).
Read more: 'What happens if you move house during your broadband contract?'
Fixing problems with your broadband - is Virgin Media down?
Before you contact Virgin Media, it’s worth running through a few checks.
- Try a different website to rule out the issue isn't with a site server
- Reboot your device
- Reboot your Wi-Fi router
- Try a free broadband speed test to find out details of your download and upload speeds.
Next, check there are no reported outages. You can do this using Virgin Media’s service status page.
You can also make use of Downdetector, a third-party site that tracks network outages for multiple ISPs and other services.
Next, we recommend working through the help and support links on the Virgin Media website and work through the step-by-step instructions.
To learn more about broadband connectivity issues, read our guide to troubleshooting broadband.
When to raise a complaint
If you're having regular problems with your Virgin broadband service, we recommend keeping a detailed record of the troubles you’re experiencing.
If you’re often plagued by sluggish broadband speeds, don’t forget to carry out a speed test regularly.
Virgin Media is signed up to Ofcom’s Voluntary Code of Practice on Better Broadband Speeds. This means if you’re regularly experiencing slower speeds than was quoted in your original contract, you are entitled to leave without paying an early termination fee.
You can submit a complaint via a webform. Virgin aims to reply and resolve issues within 7 days. Log into your ‘My Virgin Media’ account to track complaints.
Need to cancel your service?
If you want to leave Virgin Media, visit our how to cancel Virgin Media broadband guide.
Having problems 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:
- Speed: 900Mb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£31.99 per month
£35.99 from 31st March 2027
£39.99 from 31st March 2028
- Speed: 500Mb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£29.99 per month
£33.99 from 31st March 2027
£37.99 from 31st March 2028
- Speed: 74Mb avg. speed
- Set-up cost: £0
- Contract: 24 months
Rewards:
£24.99 per month
£28.99 from 31st March 2027
£32.99 from 31st March 2028
Want more reliable broadband? Check deals in your area:
FAQs
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What is the Virgin Media customer service number?
Call 0345 454 1111. Although, you’re encouraged to work through the troubleshooting steps on the contact us page first.
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Does Virgin Media have live chat?
Yes. You can access this through the contact us page. You may also be directed to Live Chat if any troubleshooting step-by-steps come to a dead end.
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What are Virgin Media’s support opening hours?
Phone support is open 8am-9pm Monday to Friday, 8am-6pm Weekends. Live Chat is available 8am-8pm Monday to Saturday.
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How do I move my Virgin service to a new address?
Head to www.virginmedia.com/help/moving-home to check if Virgin is available at your new address. There’s a £20 charge for moving home, or £35 if you’re changing packages. You may be charged an early termination fee if there’s no service coverage at your new address. However, if you have evidence of moving, you may be able to claim this back.
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How do I speak to someone about my broadband bill?
Head to Virgin Media billing and payments help and support to get help. Common FAQs are posted here, but you can be transferred to a customer service team member through here if you need more advice.