How to make a complaint

Can’t find what you’re looking for on our help pages?

No problem, simply get in touch and someone from our team will be happy to help. You can contact us by phone, online or by mail. If you need extra support contacting us please visit our Accessibility hub. Any complaint we receive is taken very seriously, and we’ll strive to find a resolution that will make you happy. We’ll also use any feedback to improve our services for all our customers. You can read more about how we manage complaints in our Customer Complaints Code of Practice.

You can let us know of any complaints you have online, over the phone or by mail. Find out how below.

How to make a complaint via web chat

Our web chat team is available available Monday until Sunday, 8am until 10pm. We aim to get back to you as soon as we can, but this might take longer if you get in touch outside of our opening hours.

How to make a complaint via phone

Virgin Media customers Call us on 150 from your Virgin Media landline. Or 0345 454 1111* from any other phone. Our team is available Monday until Friday, 8am until 9pm and Saturday until Sunday, 8am until 6pm.

Virgin Mobile customers Call us on 789 from your Virgin Media landline. Or 0345 600 0789* from any other phone. Our team is available Monday until Friday, 8am until 9pm; Saturday, 8am until 8pm and Sunday, 8am until 6pm. *Call costs may vary.

How to make a complaint via web form

Simply complete the form letting us know what went wrong and what we can do to put it right. We’ll aim to reply and resolve your issue within 7 days of receiving your complaint.

How to make a complaint via post

You can send your complaint by post to: Virgin Media, Sunderland, SR43 4AA Complaining by post isn’t as quick, but we promise to acknowledge your complaint within 48 hours of receipt and aim to resolve any your issue within 28 days.

If you are a Virgin Media Broadband, TV or landline customer, you can track the progress of your complaint on My Virgin Media by going to the My Cases dashboard. You’ll get an acknowledgement your complaint within 48 hours, and we aim to have your complaint resolved within 25 days. If your complaint was about Virgin Mobile, we don't currently have tracking ability.

We'll always work hard to find a solution that works for you. And we'll let you know as soon as we think we have a resolution. How long it takes to find a resolution depends on what your complaint was about and how you contacted us.

If you contacted us by phone, we'll try our best to resolve your issue on the call. If you contacted us by web chat, we'll try to get everything sorted during the session. Web forms and mail complaints will take a little longer, but however you contact us we'll strive to find a resolution within 28 days.

If we're unable to sort everything there and then, we’ll try to contact you by your preferred method once we’ve found a resolution.

If this is by telephone, please let us know the best number to reach you on. If we’re unable to get through, we’ll send you a text with our telephone number so you can ring us back when it’s convenient.

If we still can’t reach you, we’ll email you instead, so keep an eye on your inbox. Or, if for some reason we can't email, we’ll write to your home address.

Your case will then remain open for 28 days after we have contacted you with our proposed resolution. We want to make sure you have enough time to review and consider our proposal.

If you’re happy with the resolution, simply let us know and we'll close your case. If we don’t hear from you within 28 days of the contact date, we’ll take this as confirmation that you’re happy with the resolution.

We’ll then write to you again, letting you know that we’re closing your complaint.

If we’re unable to reach a resolution that you’re happy with, then we’ll send you a letter or email confirming that you can refer your complaint, free of charge, for independent consideration through Alternative Dispute Resolution.

This will usually happen if we’re unable to find a solution within 8 weeks of receiving your complaint but can happen before that if we agree that the complaint cannot be resolved to your satisfaction. You can refer your complaint to one of the following adjudication schemes:

TV, broadband, phone or mobile complaints

Communications Ombudsman

• Phone: 0330 440 1614

• Web: www.commsombudsman.org

• Email: enquiry@commsombudsman.org

• Post: Communications Ombudsman, P.O. Box 730, Warrington, WA4 6WU

Financial services complaints

• Phone: 0300 1239123

• Web: www.financial-ombudsman.org.uk/consumer/complaints

• Email: complaint.info@financial-ombudsman.org.uk

• Post: The Financial Ombudsman Service Exchange Tower London E14 9SR

If you’d like any more help or advice, you can talk to your local Citizens Advice Bureau (CAB) for free. Please keep in mind that this isn’t part of the formal complaint process.

Do you have a complaint about your broadband? You might find what you need on our Help pages.

• I can’t connect to broadband

• I’m experiencing slow speeds

• My connection is intermittent

• Check my service status

• I’d like to test my speed

• I’m having trouble connecting my devices to WiFi

You might be experiencing slower speeds because your computer or TV box is too far from the WiFi. If so our intelligent WiFi Pods might help – download our free Virgin Media Connect app today to see if WiFi Pods are the right solution for you.

• Find out about Intelligent WiFi Pods

Sometimes, just turning your broadband off and on again can fix a problem. Give it a try.

• How do I reset my broadband connection?

Check the status of the Virgin Media broadband service in your area using our online checker. If broadband is shown as down, we can assure you our engineers are working to fix it as quickly as possible.

• Check my service status

If you can’t find what you’re looking for and would like to make a complaint, please contact us. You can raise your complaint over the phone, online or by post.

Have you experienced problems with your Virgin Media TV service? You might find a fix on our Help pages.

• My Virgin Media TV service is not working

• My Virgin TV is showing an error code

• I need help setting up Virgin Media TV

• My remote control isn’t working

• Multi-room viewing isn’t working

• I’m having trouble recording shows

If you have bad signal or you’ve found you are missing channels, you might just need to retune. Find out more.

• I have problems with my TV channels

• How do I retune my channels

It’s surprising how many problems can be solved by simply turning your TV box off and on again. Have a go.

• How do I reset Virgin Media TV?

Can’t find the information you need? To raise a complaint, simply contact us. Make your complaint over the phone, online or by post.

Having problems making calls using your Virgin Media landline service? First, check out our Help pages – you might find a fix online.

• I’m having issues making and receiving calls

You can also check the status of the Virgin Media phone service in your area. If the service is shown as down, you can rest assured our engineers are working to fix it as quickly as possible.

• Check my service status

Haven’t been able to find the help you need? No problem, simply contact us and we’ll do all we can to help.

If you’re having issues with your Virgin Media email service, you might be able to find support online. Check out our Help pages to see if we can provide you with a quick fix.

• My emails aren’t sending

• A password error keeps showing on my account

• My attachments are being blocked

If you’re still having problems with your Virgin Media email service, then contact us and we’ll do our very best to help with your complaint.

Is your Virgin Media app not working as it should? You might find a fix on our Help pages.

• I need help using my Virgin Media app

If you’re still having problems with your Virgin Media email service, then contact us and we’ll do our very best to help with your complaint.

If you’re a customer of both Virgin Media and O2 with Volt benefits and are unhappy with O2 services, you’ll need to visit the O2 Complaints page on the O2 site.