Accessibility support and services

For support with what to do if an account holder has passed away, or is critically ill, please go to our bereavement page.

Do you support someone who is older, has a physical or mental illness or is disabled and want to help them get the most from their Virgin Media services? If so, here’s how we can help:

• If you’re having problems with your service, we can help diagnose a fault – but we’ll need you to be at the property and be able to give us some account information. If you need an engineer as a result, we can arrange that too.

• If you want to make a change or access information on the account holder’s behalf, we will need the account holder to authorise this so we can speak to you on the call. If they can’t do this, or you’ve talked to us without them, we recommend becoming a named appointee on the account. You can do this by applying for a power of attorney, deputyship or benefits appointee. Find out more with Carers UK’s guide to different ways of managing someone’s affairs.

We’ve partnered with Carers UK to help support the 1 million unpaid carers with accessing expert information, advice and support. Get more help and advice from Carers UK.

You can tell us about a court-appointed third party – including Power of Attorney, Court of Protection and Appointeeship – by sending a copy of the official document to us via email or post. Alternatively, you can contact us by phone, Text Relay or Video Relay. Depending on the type of document you are granted, we may be able to validate your status immediately.

Our email address is ExecutiveTeam@virginmedia.co.uk. Please make sure the document is attached as a PDF file. We also require your full name, the account number you’re taking over, account details and a covering note.

Our postal* address is:

Virgin Media Concord House

Executive Team

Concord Business Park

Threapwood Road

Wythenshawe

Manchester

M22 0EY

*Please do not send the original documents as we are unable to guarantee their safe return.

Our charity partner Scope offer free, independent, and impartial advice and support to disabled people and their families.

Their helpline information officers can answer questions and talk you through a wide range of topics connected with disability including finance, social care, work, equipment and assistive technology and housing and home adaptations.

Freephone: 0808 800 3333

Opening hours: Monday-Friday: 8am to 8pm Saturday and Sunday: 10am to 6pm

For more information and other ways to use the helpline please visit www.scope.org.uk/helpline.

Scope’s website is available with information, advice and support whenever you need it. Please visit www.scope.org.uk/advice-and-support.    

Scope’s online disability forum is a vibrant and supportive space for disabled people, parents and carers to get disability advice and information, and talk to people with similar experiences. For more information or to join the community please visit https://forum.scope.org.uk/.

To discuss your options and potential payment plans, please call 150 on a Virgin Media home phone, or call us on 0345 454 1111* (call costs vary).

You can also get free, unbiased, independent advice about money and debt – as well as financial tools and information – from:

• www.MoneyAdviceService.org.uk or www.MoneyAdviceScotland.org.uk

• www.citizensadvice.org.uk or www.citizensadvice.org/NIreland or email debt.advice@citizenadvice.co.uk

• www.AdviceUK.org.uk – includes specialist advice for minority communities and people with disabilities.

• www.NationalDebtline.org

• www.StepChange.org

Our Essential broadband packages help those on a low income get online and stay connected from £12.50 a month. To be eligible for Virgin Media Essential broadband, you must receive one of the following:

• Universal Credit

• Pension Credit

• Income Support

• Income-based Jobseeker’s Allowance†

• Income-based Employment Support Allowance†.

† (not contributory-based only. If both income and contributory-based, your income-based ESA or JSA must be higher).

Find out more about our Essential broadband service.

Talk Protected is designed for customers whose home phone is their lifeline.

The price of the package is frozen at £17.99 for as long as you're a Virgin Phone-only customer. It comes with inclusive calls to UK landline, mobile, 0845 and 0870 numbers on evenings and weekends***.

You also receive some great additional services offering more control over your phone line and how you pay your bills. Plus, you’ll get discounts on other Virgin home phone plans if you choose to upgrade your service.

Benefits of Talk Protected:

• No price rises as long as you’re a Virgin Phone only customer*

• Free evening and weekend calls to UK landlines and UK mobiles, and 0845/0870 numbers***

• Discounts off other Virgin Phone plans

• Free calls to directory enquiries (118 180)

• Paper billing at no extra cost

• Free caller display and voicemail

• Option to pay in a way that suits you (non-direct debit)

*If you add Virgin TV or broadband to your account, you'll no longer be eligible.

Eligibility:

Talk Protected is applied to Virgin Phone only customers. If you’re over the age of 65, have accessibility needs or disabilities impacting your daily life, tell us and we’ll do the rest.

At a time when living costs are rising and people’s finances are increasingly under pressure, we want our customers to know we’re here to help where we can.

That’s why we offer great value services and ways to save with our social broadband tariffs, fixed landline tariffs, help with bill payments and more with the likes of O2 Travel Inclusion Zone and O2 Priority.

To find out more about the help we offer, or what to do if you’re struggling with your bills, go to Cost of Living Support.