How to complain to Virgin Media
| Phone | 0345 454 1111 or 150 from a Virgin mobile phone or landline (open 8am-9pm Monday to Friday, 8am-6pm Weekends). |
|---|---|
| Web Form | Submit a Virgin Media complaint |
| Post | Virgin Media, Sunderland, SR43 4AA |
| Social Media | @VirginMedia on X/Twitter |
How to check faults before complaining
There are plenty of guides and walkthroughs on the help and support section of the Virgin Media website, which you should check before you get in touch with the complaints team.
Before you raise a complaint, it’s worth checking for local faults and trying basic troubleshooting steps:
- Use the Virgin Media service status page
- Check Downdetector to see if others are reporting issues
- Run a speed test and save the results as evidence
Virgin Media is signed up to Ofcom’s Voluntary Code of Practice on Better Broadband Speeds. If your speeds are consistently lower than promised and Virgin can’t fix it, you may be able to leave without paying exit fee. Read more on our how to cancel Virgin Media broadband guide.
How to make a complaint
There are several ways to make a complaint to Virgin Media.
- Call: 0345 454 1111 (150 from a Virgin Media landline)
- Webform: Submit a Virgin Media complaint
- Post: Virgin Media, Sunderland, SR43 4AA (you should receive an acknowledgement within 48 hours of receipt, and Virgin aims to resolve any issues within 28 days).
How to make the complaints process easier
Complaints by phone or webforms can make it easier to get confused, especially if you need to follow up your case. Make further calls and developments easier by keeping a record of dates and times of conversations. Don’t forget to also keep a note of agent names or any reference numbers.
Tracking a complaint
If you’ve already submitted a complaint, log into your My Virgin Media account to track the complaint. Alternatively, head to virg.in/mycases.
Escalating a complaint if your issue isn’t resolved
If Virgin hasn’t resolved your complaint within 8 weeks, or you receive a deadlock letter, you can escalate it to the Communications Ombudsman.
- Phone: 0330 440 1614
- Email: [email protected]
- Post: Communications Ombudsman, P.O Box 730, Warrington, WA4 6WU
You can also read Ofcom’s advice on broadband and landline problems for more on your consumer rights.
Not happy with Virgin? Switch and save
If your complaints are going nowhere, it might be time to switch provider. Enter your postcode to find the best deals in your area.
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There are also several broadband providers who will help pay off your exit fees if you’re still in contract with Virgin Media and want to leave earlier.
Find out more in our guide to broadband switch offers.
FAQs
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How do I make a Virgin Media complaint?
Call Virgin Media customer service on 0345 454 1111, submit a complaint via a web form, or send a letter to Virgin Media, Sunderland, SR43 4AA.
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What is Virgin Media’s complaints email?
Virgin Media doesn’t offer a direct complaints email. Instead, use the complaints webform on their site.
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How long do Virgin Media take to resolve complaints?
Virgin aims to acknowledge complaints within 48 hours and resolve them within 28 days. You can track progress in your My Virgin Media account.
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Can I leave Virgin if the service is poor?
You may be able to leave your Virgin Media broadband service if you’ve been experiencing faults or persistent slow speeds. To do this, you will need to follow the formal complaints’ procedure. This may include escalating your complaint to the Communications Ombudsman.
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What happens if Virgin doesn’t reply to my complaint?
If Virgin hasn’t replied within 8 weeks, you can escalate the complaint directly to the Communications Ombudsman.