Accessibility

We're doing our best to make sure that we meet everyone's needs when it comes to accessing our website.

We want to make it easier for everyone to get the info they need, so we're working closely with web specialists to make the necessary changes. We're hoping to meet all the requirements of the Web Accessibility Initiative, set out by the W3C organisation, as soon as possible.

It might take a little bit of time, but we're working as fast as we can.

Phones

If you have a disability, or need a bit of extra help, phones with the features listed below might suit you best.

If you're hearing impaired, then look out for these features:

• Adjustable volume control
• Vibrate alert
• Compatible with a loopset for your hearing aid
• Compatible with keyboards
• Predictive text facility

If you're visually impaired, then these features might come in handy:

• Large, high contrast keys
• Large high contrast display
• Voice activated dialling
• Keypad tones

If you have a physical disability, then these features might suit you best:

• Voice activated dialling
• Speed/short code dialling
• Predictive text facility
• Easy to grip handsets with non-slip casings
• Compatible with keyboards

If you'd like some more advice, then give our team a call on 789 from your Virgin Mobile phone, or on 0845 6000 789 from any landline - we'll be happy to help.

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Accessories

They look good, and they make life easier!

All Virgin Mobile phones come with a handsfree headset. Plus, we have a whole range of features, including loopsets and plug in keyboards, loudspeakers and carry cases.

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Tariff

If you make lots of calls to friends and family on other UK networks, our Daily Bonus tariff is the one for you. If you mainly make calls to other Virgin Mobiles and landlines, you’ll be better off on our standard Pay As You Go tariff.

Additional Services

More info: We can get info to you in alternative formats, such as Braille or audio. Just give our team a call to arrange this. You can also see your bill online.

Nominate a friend: We can arrange for a friend or relative to call us or pay your bills on your behalf.

Free Directory Enquiries & Call Connect: These are free for you, but you'll need to get set up first.

Just call 0121 623 6320 to register. After you've filled in a form, you'll get a PIN, and then you'll be ready to go.

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TextLink

We offer a TextLink service. So if you're hearing impaired, you can have conversations on your mobile by text.

It's simple. You plug a TextLink keyboard into your Virgin Mobile phone, then type your conversation. If the person you’re calling has a TextLink keyboard, you can both read your conversation on the TextLink screen. If they don't have one, a TextLink operator will read it to the other person.

To use the Text Link service all you need is:

• A TextLink keyboard, like the 9100.
• A compatible phone and an adapter (all the Nokia and Sony Ericsson phones in our range are suitable. You can pick up an adaptor from our accessories suppliers, Kondor.)
• A Virgin Mobile SIM.

If you'd like to order a TextLink keyboard, you can download an order form here.

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How to contact us

Customer centre

Our customer centre is open 24 hours a day, 7 days a week. Here's how to reach us:

• By phone
If you're a customer, simply dial 789 from your Virgin Mobile phone. Or you can call us on 0845 6000 789 from any landline.

Or if you haven't joined yet, you can reach us on 0845 6000 600.

• By email
We know some customers may find it easier to write, rather than call. So we've set up a 24 hour dedicated email address to help you - it's accessforall@virginmobile.com 

We'll look into your details and get back to you as quickly as we can. It normally takes us less than 2 hours.

• Textphone
We have textphone, too. So you can call us using Relay Assist from your Virgin Mobile phone.

• By fax
Our fax number is 01225 895881.

Virgin Retail stores

Feel like popping in to see us? Our in store team will be happy to help. Find your nearest one with our handy store locator.

Other links - including Otelo

We're doing our best to make sure we provide a great service for everyone. We've asked for advice and followed some guidelines, but if there's any other way we can help, just let us know!

Or take a look at the Mobile Industry Good Practice Guide at the Otelo website - they're the Telecoms Industry Ombudsman.

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