ACCESSIBILITY
Your Business Phone
We have accessibility features to help you keep in touch, find business numbers, and make sure you don't miss that all important phone call.
Emergency Services
If you're a textphone user and you need to call the Emergency Services (police, fire or ambulance), dial 18000.
Making a call to a Text Phone
Starting a call
To start a call, dial 18002 then the full phone number of the person you want to call, including the area code (and international country code if you're calling outside the UK). Click here for international country codes (link opens in new window)
Prefix 18002 + Area code 01234 + Number xxx xxx
If the person you're calling picks up using a textphone, you will hear a recorded Text Relay greeting message while you wait for a relay assistant to join the call.
If the person you're calling picks up using a telephone, the call will be treated like a standard telephone call. However, if at any point the person you’re calling switches to a textphone, you will hear a recorded Text Relay greeting message while you wait for a relay assistant to join the call.
During the call
Each person takes their turn to speak or type. When you've finished, say 'go ahead'. For example: Hi Ryan, how's the new job going? Go ahead.
Remember to allow enough time for the relay assistant to type your side of the conversation to the person you're calling and read their response back to you.
Please note: The other person might use their own voice to speak to you, but they cannot hear your reply. If they do speak directly, don't try to reply until they have said go ahead.
Ending a call
When you want to end your call, just say 'bye' or 'goodbye' and wait for their reply – this gives them the chance to say something else, in case they don't want to end the call. For example:OK, give me a call Saturday and let me know about your week. Bye.
Receiving a call
If you receive a call from Text Relay, you will hear the following recorded message: Please hold for an operator-assisted call from a textphone user.
A relay assistant will then be connected to the call. Once connected, you will hear the relay assistant say: Hello, you have a call from a deaf or speech-impaired person and I will be relaying the call. Please say 'go ahead' when you have finished speaking. If you have not used Text Relay before, you can ask the relay assistant to explain how it works.
Directory Enquiries
If you want to contact a local business, just call 195 from your Virgin phone and we'll find the number you're looking for, free of charge, up to 10 times a day.
How to call Directory Enquiries from your Virgin Phone
Call 195 to register.
You'll be given a PIN to use whenever you dial Directory Enquiries again. Don't forget to make a note of it.
Tell us what number you're looking for and we'll find it for you. We'll even put you straight through if you like (although this will cost you a bit more).
Call 195 whenever you want to use Directory Enquiries again.
Priority Fault
We understand how important it is to be contactable and have the ability to contact others. When it comes to faults with phone or broadband, we’ll provide repair as swiftly as practicable to our customers who have an impairment or disability.
Please note: we’ll prioritise repair over standard care levels but there may be circumstances beyond our control that mean we cannot provide an immediate response. For example, weather conditions like floods or storms can stop our engineers carrying out repairs to overhead cables or working down manholes or an network outage in your area.
Priority fault repair service is available where a customer has no dial tone or cannot receive or make calls on the landline phone, or when experiencing a total loss of broadband connection with no access to the internet. This service is not available on mobile faults.
Relay UK (Text Relay) Service
If you can't speak on the phone, or prefer not to, you can use the Relay UK (previously Text Relay / Next Generation Text Relay) service.
All you have to do is type your conversation into your textphone's keypad and wait for the other person to reply, or use the handy (and free!) Relay UK app.
It doesn't matter whether the person you're talking to has a telephone or a textphone because a Relay Assistant will help you and the person you're calling.
Oh, and guess what? If you choose to use a BT Textphone,Minicom, Uniphone or similar device instead of the app, you get a discount on your calls via Relay UK with Virgin Media. Calls to UK local and national numbers, made via the Relay UK service with the 18001 prefix, get an 80% discount. Whilst calls to UK mobiles, made via the Relay UK service with the 18001 prefix, get a 20% discount.
Relay UK is available 24 hours a day, 365 days a year.
TextNumber
To save people from dialling the 18002 prefix, you can get a TextNumber. This is a separate number that works alongside your regular phone number.
Find out more about TextNumbers
Relay UK App
Prefer an app to using a textphone? No problem. Virgin Media customers with accessibility needs can download and install the easy to use Relay UK app.
The Relay UK app works with a home, office, or mobile phone and provides a text connection in parallel with the phone call you make through the Relay UK service.
The app is available on a range of compatible devices like your laptop, tablet and smartphone, so all you need is a good WiFi connection to download it. It’s also totally free to download and available from the usual app stores. For any updates, don’t forget to check back here.
When using the app, there’s no need to add the 18002 prefix – this is done automatically for you.
How to use Relay UK
Head over to the Relay UK website for handy step-by-step guides.
Emergency Backup Line and the Relay UK App
If you have accessibility needs or don’t have a mobile phone, you can request an Emergency Backup Line from us that provides a backup connection when our fibre phone lines stop working during a power or network outage. However, our Emergency Backup Line may not support Text Relay Services.
Therefore, Text Relay users must download the Relay UK App on a separate mobile device to use in the event of an outage. Head over to the Relay UK website to find out how to download the app.
Emergency Backup Line
What’s the Emergency Backup Line and how can it help me?
As our fibre phone line runs over our broadband network, it doesn’t have its own back-up power source. This means if there’s a local power cut or network outage, the fibre phone line will stop working and you won’t be able to make calls.
If you have accessibility needs or don't have a mobile phone, let us know as soon as possible and we’ll give you an Emergency Backup Line at no extra cost. This lets you call 999/112 emergency services during a power cut or network outage.
How does the Emergency Backup Line work?
The Emergency Backup Line is a small box that connects the fibre phone line from the router to your phone handset. Alternatively, you may be provided with an Emergency Backup Line which has its own built-in handset. It won’t change the way you use your phone but if there’s ever a power cut or network outage, it’ll automatically connect to the mobile network so you can still call the emergency services.
One of our technicians will pop by and install it for you. Just make sure you keep the Emergency Backup Line connected to the mains power so its rechargeable battery is always fully charged and ready to use.
Who is eligible for the Emergency Backup Line?
Customers with accessibility needs and customers without access to a mobile phone can get our Emergency Backup Line, at no extra cost. If you need an Emergency Backup Line, please get in touch on 0800 052 0800 option 1.
Will the Emergency Backup Line work with Text Relay?
Whilst Text Relay Services are supported by our fibre phone line, in the event of a power cut, the Emergency Backup Line may not support Text Relay Services.
Therefore, Text Relay users must download the Relay UK App on a separate mobile device to use in the event of an outage. Head over to the Relay UK website to find out how to download the app.
Will the Emergency Backup Line work in my home/office?
The Emergency Backup Line connects to any available mobile network, which means the device will work wherever there’s mobile coverage.
However, in areas where there’s no mobile coverage, our Emergency Backup Line won’t work. We want to make sure that you’re always safe and can contact emergency services which is why we won’t offer our fibre phone line to customers who live in areas without mobile coverage.
How do I install the Emergency Backup Line?
If you need an Emergency Backup Line, please get in touch on 0800 052 0800 option 1 and we’ll arrange a time for one of our technicians to install it for you.
How will I know that my Emergency Backup Line is working?
Our technician will install it for you and make sure that it’s working.
Does the Emergency Backup Line need to be recharged?
Yes, so please keep the Emergency Backup Line and router plugged in all the time. It’s important not to turn them off at night or at any other time as they need to be turned on to charge. If there’s ever a power cut or network outage the Emergency Backup Line device will recharge as soon as the power comes back on.
How long does the battery on the Emergency Backup Line device last for?
The Emergency Backup Line device is designed to provide around 8 hours of standby and 1 hour of talk time if it’s disconnected from the mains supply. Just make sure the Emergency Backup Line is connected to the mains supply so the battery can keep itself charged.
What if I want to turn the Hub off at night to save electricity?
The router needs to stay plugged into the mains at all times otherwise you can't make and receive calls. If you do switch it off, make sure you have an alternative way to make emergency calls like a mobile phone. It takes a few minutes for the Hub to work after restarting.
Can I use the Emergency Backup Line to call any number?
The Emergency Backup Line only lets you call 999 and 112 numbers. You can’t call non-emergency numbers.
Things have changed and I now need an Emergency Backup Line. What should I do?
It’s important to us that we treat all our customers fairly and support those who need a little extra help. If you have any specific needs or requirements, visit our accessibility page to learn about the extra support we can offer.
If you need any of the services you see on our accessibility webpage, including the Emergency Backup Line, please let us know and we’ll help sort it for you.
Things have changed and I no longer need an Emergency Backup Line. What should I do?
No worries. Just get in touch on 0800 052 0800 option 1 and we can arrange a return.