Complain to Virgin Media - Get Compensation Fast

Disclaimer: This is an independent help resource and is not affiliated with Virgin Media. For official support, visit virginmedia.com or call 0345 454 1111.

How to Complain to Virgin Media

We've helped hundreds of readers navigate Virgin Media's complaints process - here's what actually gets results.

If you're unhappy with Virgin Media's service, you have the right to complain and seek resolution. Virgin Media has a formal complaints procedure that you should follow to ensure your complaint is properly logged and addressed. Here are all the ways you can make a complaint:

By Phone

Call: 0345 454 1111

Lines are open Monday to Friday 8am-9pm, Saturday 8am-6pm, Sunday 9am-6pm. Calls cost the same as calling an 01/02 number. Ask to speak to the complaints team and request a complaint reference number.

By Live Chat

Visit virginmedia.com/help

Use the online chat feature to speak to an advisor. Make sure to specify you want to make a formal complaint and save the chat transcript for your records.

By Letter

Write to: Virgin Media Complaints, PO Box 495, Warrington, WA1 9AX

Include your account number, contact details, a clear description of your complaint, and what resolution you're seeking. Keep a copy of your letter and send it by recorded delivery.

Via Social Media

Twitter/X: @virginmedia

Send a direct message or public tweet. While not a formal complaint channel, this can often get faster responses. Follow up with a formal complaint if needed.

Automatic Compensation Scheme

Virgin Media is part of Ofcom's Automatic Compensation Scheme. This means you may be entitled to automatic compensation without needing to ask for it in certain situations:

Loss of Service (Total Outage)

£9.76 per day

If your broadband, phone, or TV service completely stops working and Virgin Media doesn't fix it within 2 working days, you're entitled to £9.76 for each full day without service after the 2-day repair period.

Missed Appointments

£29.15 per missed appointment

If an engineer fails to arrive during the scheduled appointment window, or Virgin Media cancels with less than 24 hours' notice, you're entitled to £29.15 compensation.

Delayed Start of Service

£5.86 per day

If your new service isn't activated by the promised start date, you're entitled to £5.86 for each full day of delay.

Note: Compensation is usually applied as a credit to your next bill within 30 days. If you believe you're owed compensation that hasn't been applied, contact Virgin Media with details of the outage.

Escalating Your Complaint to CISAS

If Virgin Media hasn't resolved your complaint to your satisfaction, you can escalate it to CISAS (Communications and Internet Services Adjudication Scheme), an independent ombudsman service. Here's how:

Complete Virgin Media's complaints process first
You must give Virgin Media 8 weeks to resolve your complaint, or wait until they issue a "deadlock letter" stating they can't resolve it.
Request a deadlock letter if needed
If 8 weeks have passed without resolution, you can proceed to CISAS without a deadlock letter. Otherwise, ask Virgin Media for one.
Gather your evidence
Collect all correspondence, complaint reference numbers, dates, times of outages, and any other relevant documentation.
Submit your complaint to CISAS
Visit cedr.com/consumer/cisas to submit your complaint online. You can also call 0203 908 6308 or email cisas@cedr.com.
CISAS reviews your case
CISAS will review both sides and make a binding decision. If they rule in your favour, Virgin Media must comply with the decision.

CISAS is free to use - The service costs nothing for consumers. CISAS can award compensation up to £10,000 and require Virgin Media to take specific actions to resolve your complaint.

Getting Compensation for Outages

If you've experienced an outage and want to claim compensation, follow these steps:

Document the outage
Note down when the outage started, when you reported it, and when service was restored. Take screenshots of the Virgin Media status page if possible.
Report the outage
Call 0345 454 1111 or use the My Virgin Media app to report the issue. Get a reference number for the fault report.
Wait for automatic compensation
If eligible under the automatic compensation scheme, you should receive credit on your next bill within 30 days of service restoration.
Follow up if needed
If compensation doesn't appear on your bill, contact Virgin Media with your fault reference number and dates of the outage.
Request additional compensation
If the outage caused you additional losses (e.g., had to use mobile data), you can request goodwill compensation on top of the automatic amount.

Complaints FAQs

How long does Virgin Media have to resolve my complaint?

Virgin Media aims to resolve complaints within 14 days. However, you can escalate to CISAS after 8 weeks if your complaint remains unresolved, or sooner if Virgin Media issues a deadlock letter stating they cannot resolve the issue.

Can I get compensation for slow speeds?

While slow speeds don't qualify for automatic compensation (which is for total loss of service), you can complain and request goodwill compensation. If your speeds are consistently below 50% of your advertised speed, you may have grounds for a formal complaint and potentially exiting your contract early.

What if I'm not satisfied with CISAS's decision?

CISAS decisions are binding on Virgin Media if you accept them. If you're not satisfied, you don't have to accept the decision and can pursue the matter through the courts, though this can be costly. CISAS decisions don't affect your legal rights.

Can I claim compensation for intermittent faults?

Intermittent faults don't qualify for automatic compensation unless they result in complete loss of service for extended periods. However, you can complain about persistent intermittent issues and request goodwill compensation for the inconvenience.

How do I get a copy of my complaint history?

You can request a copy of your complaint history by contacting Virgin Media customer services or submitting a Subject Access Request (SAR) under GDPR. Virgin Media must provide this information within one month.

Sources & References

JT

Written by James Thompson

Broadband & Home Technology Expert

James is a former broadband engineer with 10 years of experience installing and troubleshooting home internet and TV systems across the UK. He specialises in helping customers get the most from their Virgin Media services.

Last reviewed: January 2026

Complain to Virgin Media & Get Compensation