We want to be more accessible

At Virgin Media, we believe in digital that makes good things happen. We think nothing should get in the way of browsing the web, watching TV or catching up with your loved ones on the phone.

That's why we are doing all we can to ensure all our customers and employees can live truly independent digital lives. We want our products and services to be fully accessible (and enjoyable) for everyone.

Here are some of the things we're doing - and what we plan to do - to make Virgin Media accessible to all.

Our approach

What we're doing for you

  • Bills and other information are available in accessible formats like Braille, large print and multi-format audio CD. Just let us know which format you'd prefer.
  • We are currently working hard with our partners to deliver subtitles for on demand content. We realise subtitles are an invaluable feature for many of our customers. In the meantime, subtitles can be found on BBC iPlayer, Netflix and the majority of foreign language films on the Curzon app.
  • If you find it difficult to hold or read a standard telephone book, you can register for our free Directory Enquiries service.
  • If you rely on your home phone e.g. if you're blind, visually impaired, deaf or hard of hearing you might be able to get our Fault Priority service. this link opens in a new window
  • If it's difficult to pay your bill each month, or you're worried your bill might go unpaid because of things you can't help (like an unexpected hospital stay), you can use our Protected Bill Service. It lets you choose a friend or family member to look after your account for you.
  • We've created a TiVo Collection full of signed content so our customers who use British Sign Language can find a selection of signed programmes in one place.
  • Our Virgin TV Anywhere app works with many of the access functions on your mobile phone or tablet computer. So if you can't see what's on your screen too well it'll read programme details out loud for you and much more.

What we're doing for the UK

Richard Whitehead displaying his Gold Medal

At Virgin Media, we're making it our mission to ensure all our customers and employees can live truly independent digital lives. We want our products and services to be fully accessible and enjoyable for everyone – including those who live with disabilities and the people who support them. Our two year national partnership with Scope will help us meet this objective.

More than half of UK households include at least one disabled person*. Disabled people are one of the most disadvantaged groups in society and are more likely to live in poverty, be excluded from society and be more at risk of depression and problems surrounding family breakdown.

Virgin Media and Scope share a common vision that digital technology can help unlock the potential of everyone in the UK living with a disability. Our partnership will harness the energy of our people, the power of our brand and all our digital know-how, to work towards the goal of removing those barriers that can hold back disabled people. Working with Scope to transform lives through digital technology sits right at the heart of Virgin Media's sustainability strategy.

Throughout the partnership Virgin Media and Scope will work to transform the lives of thousands of disabled people and their families in the UK. Specifically, we'll be working together to:

  • Connect Families: Digitally connect parents of disabled children with other parents facing similar issues – sharing their experiences to become stronger, better informed and more resilient to the everyday challenges they face.
  • Inspire Independence: Provide disabled people with access to technology that enables them to communicate, control their home environment and independently access education and employment.
  • End the Awkward: Change attitudes towards disability through Scope's End the Awkward campaign. Two thirds of people feel awkward around disability. Scope and Virgin Media want to help end this with a campaign that will inspire the British public to overcome their awkwardness around disability.

To find out more about this partnership or Virgin Media's wider sustainability initiatives visit virginmedia.com/sustainability or contact virginmedia@scope.org.uk

*Source: Scope analysis of Department for Work and Pensions (2014) Family Resources Survey 2012-13.

  • Recently, double leg amputee and Paralympic gold medal winner Richard Whitehead completed a Herculean task that took 5 years in the making: running 40 marathons in 40 days, from John O'Groats to Land's End.
  • Proudly sponsored by Virgin Media, Richard undertook this gruelling task to raise money for Sarcoma UK and Scope.

What we're doing for our people

  • We've created a Diversity and Inclusion team and an accessibility working group to help prioritise making Virgin Media more inclusive and address accessibility needs for our people
  • All our staff receive an annual volunteering day allowance and we're encouraging them to use it to support Scope as part of our national charity partnership
  • We've created an accessibility e-learning module which over 4,000 of our people have completed and we'll continue to make sure our frontline teams have the training they need to support all of our customers
  • Accessibility training is part of our apprenticeship programme
  • Since Autumn 2012, we've included accessibility training in our apprenticeship programmes.
  • We have an inclusive workplace and always make sure we provide for the needs of our staff.
  • We're always improving the training and tools available to teams in our high street stores, on our vans and in our call centres.

What we'll do in the future

  • Continue working with charities and organisations like Scope, the Digital Accessibility Centre (DAC), MPH, Ofcom and the Government to make sure we always meet the needs of our customers.
  • Give better training and resources to staff so they know more about our customers' needs and can help them with our services.
  • Continue to listen for ways to improve our services and our website so they're even more accessible. If you have a suggestion, please contact us.

Who we're working with


Scope

The disability charity Scope exists to make this country a better place for disabled people and their families.

More about Scope link opens in a new window

The Digital Accessibility Centre

The Digital Accessibility Centre (DAC) is a non-profit social enterprise and a leading provider of web accessibility services.

More about DAC link opens in a new window

MPH

MPH helps businesses ensure they are giving all their customers the same access to information, products and services, irrespective of age or ability.

More about MPH link opens in a new window

Our accessibility statement


About our accessibility section

We've been working with the Digital Accessibility Centre (DAC) to improve the accessibility of our websites. DAC works closely with disabled people to test the functionality of websites and other digital products.

They've helped us make sure the accessibility section of our website complies with the Web Content Accessibility Guidelines (WCAG 2.0) to AA level. This is the level recommended by the Government.

So whenever we create or update a web page, they make sure it's user friendly for everyone.

They've also helped us create the guidelines below.

More about the Digital Accessibility Centre link opens in a new window


Using this accessibility section

Here are some of the access features of this section of Virgin Media:


Keyboard navigation
  • Easy navigation for keyboard users.
  • Links that work with screen readers.
  • Links that are highlighted with keyboard focus.
  • Skip navigation links let you skip content. For sighted users, the 'skip to' links are revealed by pressing the tab key after the page loads. Sometimes you can skip to different areas of the page.

Screen reader navigation

If you're using a screen reader, you can browse this page by using these keyboard commands:

  • H to move forwards through the page headings.
  • Shift + H to move backwards through the page headings.
  • 1 to navigate to the next level 1 heading (or 2 for the next level 2 heading, and so on until heading 6).
  • Shift + 1 to navigate to the previous level 1 heading (same applies for headings 2-6).
  • Insert + F5 to get a list of all form controls on the page.
  • Insert + F6 to get a list of all headings on the page.
  • Insert + F7 to get a list of all links on the page.

Changing the colour and font of the display

You can also use the controls in your browser to change the size of the text or the colour of the display.

For example, to change a website font and colour settings in Internet Explorer:

  • Open Internet Explorer.
  • Click the Tools button, and then click Internet Options.
  • Click the General tab, and then click Accessibility.
  • Select the 'Ignore colours specified on web pages', 'Ignore font styles specified on web pages,' and 'Ignore font sizes specified on web pages' boxes', and then click OK twice.

Links, new windows and layers

Links to pages and other websites will open in the same window unless we say so. Some links can also open in a pop-up window on top of the page you're viewing.

A text link is like this: Follow Richard's challenge (opens in a new window) The text (opens in a new window) is hidden for screen reader users.


Accessibility guidelines

We've made this section of our site conform with the AA standard of the World Wide Web Consortium's (W3C) Web Content Accessibility Guidelines 2.0 (WCAG 2.0). These guidelines are recognised all over the world as a benchmark for building accessible, user friendly websites.


Assistive technologies

The following assistive technologies are compatible with this section. They won't work on areas with accessibility limitations.

  • JAWS version 12.0, 13 and 14 Screen Reader.
  • Dragon Naturally Speaking 11 and 11.5.
  • ZoomText 9.1 and 10 Screen Magnifier.

If you have any problems with older versions of these applications or other assistive technologies, please tell us.


Browser compatibility

This section works with modern browsers including Microsoft Internet Explorer 8+, Mozilla Firefox, Apple Safari, Google Chrome 10+ and Opera 10+.

If you have any problems with older versions of these browsers, please let us know.


Web standards and technologies

This website was made to meet World Wide Web Consortium (W3C) standards for HTML 5 (HyperText Mark-up Language) and CSS (Cascading Style Sheets).

This website uses HTML and CSS. It also uses JavaScript in places.


Conformance date

This accessibility statement was issued on 1st August 2013. This accessibility statement was last updated on 12th August 2013.

Contact Us

Broadband, TV and Phone Customers

Dial 150 from your Virgin Media home phone or mobile. It's free.

Or ring us from any other phone:

Dial 0345 454 1111*

Mobile customers

Dial 789 from your mobile. It's free.
Or ring us on 0345 6000 789** from any other phone.

Call from a textphone

Dial 18001 0345 454 1111*

Video Relay Service

Contact us through a sign language interpreter

The legal stuff

* For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary.

** Please note that standard charges apply. Please check with your network operator for rates.