Virgin Media Accessibility Statement

At Virgin Media, we believe that everyone - regardless of age, ability, or circumstance - should be able to connect and communicate. We are committed to ensuring that our products and services are accessible to all our customers including those with visual, hearing, mobility, dexterity or cognitive needs.

We are actively working to meet the requirements of the European Union (Accessibility Requirements of Products and Services) Regulations 2023. Our digital platforms are developed with reference to EN 301 549, which aligns with Level AA of the Web Content Accessibility Guidelines (WCAG) 2.2. We regularly review and improve our services to maintain and enhance accessibility.

Accessible Services and Features

We offer a range of services and features to support customers with additional needs, including:

  • Subtitles and audio description on selected TV content
  • Accessible mobile devices with built-in features like screen readers and voice commands
  • Billing formats available in large print or audio upon request
  • Relay and text-based communication services for customers with hearing or speech impairments
  • Support for authorised third parties acting on behalf of a customer
  • Accessible customer care channels for assistance with account or technical issues

Need Help?

If you require support or information that you can’t find on our website, we’re here to help. You or a nominated third party can contact our support team:

We aim to respond to all accessibility-related queries promptly.

Continuous Improvement

We are committed to regularly reviewing our products services and engaging with customers and advocacy groups to identify and remove barriers. We welcome your feedback to help us improve. If you have suggestions, please get in touch using the contact details above.

  1. VISUAL

    Free Directory Enquiries – 196

    If you are blind or have a vision impairment that makes using a phone book or online search difficult, you can register for free access to the 196 directory enquiries service.

    To register:

    • Call Freephone 1800
    • You will be asked to complete a short registration form and provide confirmation of eligibility.
    • Once approved, you will receive a PIN number which you'll quote when calling 196.

    To use the service, just dial 196, provide your PIN and name, and our agents will assist with your enquiry.

    Accessible Devices and Features

    We offer a range of mobile and home phones with built-in features to assist users with limited or no vision, including:

    • Backlit screens and keys
    • Voice commands and speech-based controls
    • Caller ID with spoken name announcement
    • Screen readers and magnifiers on supported smartphones (e.g. TalkBack on Android, VoiceOver on iOS)
    • Text-to-speech functionality and apps compatible with assistive technologies

    Our team can help guide you to a device that meets your needs. You can also access more information on our supplier’s links below:

    Accessible Billing Options

    We can provide bills in a range of accessible formats e.g. large print, audio, braille. If you wish to change your billing format, or request support reading your bill:

    Account Support Options

    Some customers may need additional support managing their account.

    You can nominate a trusted third party (friend, family member, or carer) to help manage your account. They must be registered with us as an authorised contact.

    We’re also happy to speak directly to someone acting on your behalf, once permission has been granted.

    To register a third party, call us on 1908 or visit a Virgin Media store.

    In-Store Support

    You're very welcome in all our Virgin Media stores. If you use a guide dog, they are warmly welcomed too. If you wish, you can book an appointment in advance with one of our in-store retail staff so we can offer dedicated support without delay. Link to our store locator https://www.virginmedia.ie/contact/store-locator/

    Audio Description & Screen Reader Features

    We offer audio-described content across many popular TV channels, including our Virgin Media Television channels 1,2, 3.

  2. AUDITORY

    Irish Text Relay Service (ITRS)

    We offer full access to the Irish Text Relay Service, which allows you to make and receive phone calls using real-time text - ideal for customers who are deaf, hard of hearing, or have a speech disability. Here’s how it works:

    • An ITRS agent relays your text to the other party and converts their voice response back into text.
    • The service works across mobile phones, tablets, and computers.
    • You can use it to contact Virgin Media or any other service in Ireland.

    To get started, you’ll need to register your number at: www.itrs.ie/getting-started

    Once registered, simply launch the ITRS app or website and begin your call.

    Real-Time Text (RTT)

    We are still developing our RTT service. Once in place, it will allow you to type messages during a mobile phone call while also speaking or listening - ideal for people who have partial hearing or speech limitations.

    112 Emergency SMS Service

    In an emergency, you can send a text message to 112 to reach:

    • Gardaí
    • Ambulance
    • Fire services
    • Irish Coast Guard

    To use this Emergency SMS service, you must register first at www.112.ie

    Once registered, your text will be relayed to emergency responders by trained call handlers - a potentially life-saving service for anyone who is deaf or has a speech impairment.

    Irish Sign Language (ISL) Support

    If you use Irish Sign Language, you can nominate a representative from the Irish Deaf Society or another trusted person to contact us on your behalf.

    We’ll speak directly with your nominated contact and can leave a note on your account so future interactions run more smoothly.

    TV Subtitles and On-Screen Text

    We want everyone to enjoy our TV services fully. Subtitles are available across many of the most popular channels, including our Virgin Media Television channels 1,2, 3.

    You can activate subtitles using your remote control or the Virgin TV Anywhere app by:

    • Selecting Info > Language > Subtitles > On, or
    • Pressing the Text button, followed by 888, where supported.

    If you need help setting this up, our care team is happy to assist.

    Third Party Support

    You can nominate a trusted third party (friend, family member, or carer) to help manage your account. They must be registered with us as an authorised contact.

    We’re also happy to speak directly to someone acting on your behalf, once permission has been granted.

    To register a third party, call us on 1908 or visit a Virgin Media store.

  3. PHYSICAL

    Phones and Devices

    We provide and support devices designed with mobility and dexterity in mind. These include:

    • Backlit screens and keys
    • Voice commands and speech-based controls
    • Caller ID with spoken name announcement
    • Screen readers and magnifiers on supported smartphones (e.g. TalkBack on Android, VoiceOver on iOS)
    • Text-to-speech functionality and apps compatible with assistive technologies

    Our team can help match you with a device that suits your needs. Just call or visit us in-store for personalised support.

    You can also access more information on our supplier’s links below:

    Virgin Media TV: Voice and App Control

    We’ve made it easier to control your Virgin Media TV service without needing to press buttons:

    • You can also hold the microphone button on your remote for manual voice input
    • Virgin TV Anywhere app lets you control your TV box directly from your phone or tablet
    • Browse the TV guide, schedule recordings, and manage content remotely - no separate remote needed

    Managing Your Account

    You can manage your Virgin Media account in a way that suits your physical needs:

    • My Virgin Media App or My Virgin Media Online: Access and enlarge your bills through our secure self-service portal
    • By phone: Call our automated service to hear your balance, make payments, or speak to an agent
    • Paper billing: Available on request. If you cannot reasonably access your bill online due to a disability, any associated paper billing charge may be waived
    • Alternative formats: Bills can be provided in large print, Braille, or audio format - just let us know what works best for you

    Store Accessibility

    All Virgin Media retail stores are wheelchair-accessible and mobility-aid friendly. If you're visiting one of our partner or franchise stores, you can call ahead to confirm their accessibility features. You can use our store locator to find contact details. Link to our store locator https://www.virginmedia.ie/contact/store-locator/

    Third Party Support

    You can nominate a trusted third party (friend, family member, or carer) to help manage your account. They must be registered with us as an authorised contact.

    We’re also happy to speak directly to someone acting on your behalf, once permission has been granted.

    To register a third party, call us on 1908 or visit a Virgin Media store.

  4. NEURODIVERSE AND COGNITIVE NEEDS

    Simplified and Predictable Billing

    We offer billing formats that reduce complexity and help you focus only on the information you need:

    • Consistent billing plans: Most Virgin Media packages are all-in-one bundles that give you a reliable monthly charge, reducing surprises or changes.
    • Clear bill summaries: Your online and PDF bills begin with a top-level summary of charges and payments, so you don’t need to scroll through itemised details unless you choose to.
    • Breakdown by service: Where bills vary, we break out charges into clear sections for Broadband, Mobile, TV, and any one-off items.
    • VAT-inclusive pricing: All charges include VAT, so what you see is what you pay.

    Need a simpler version? We can offer:

    • A summary bill that shows only the total amount and high-level usage
    • A non-itemised bill that just displays the total due - with no usage breakdown

    To request a simplified bill you can:

    Online Account and Billing Tools

    We make it easy to access and manage your bill at your own pace:

    • Downloadable PDF bills to view or save
    • Bill history available in your online account
    • Set up direct debit or make one-time payments without paperwork
    • View and enlarge your bill on any device

    These tools are designed to give you greater independence and reduce reliance on printed forms or phone calls.

    Virgin Media TV: Subtitles and App Controls

    If you find it easier to follow TV with on-screen text or prefer app-based navigation:

    Subtitles are available on most major channels including RTÉ, Virgin Media, BBC, and Channel 4

    Use your Virgin TV Anywhere app to:

    • Control your TV from a phone or tablet
    • Schedule recordings
    • Activate subtitles with a few taps
    • Press the text button + 888 to display programme subtitles where supported

    This can help reduce cognitive load by allowing you to manage your TV in a familiar and simplified interface.

    In-Store Support

    All Virgin Media stores are inclusive and welcoming spaces for customers with cognitive or sensory sensitivities. We are happy to provide assistance and you can book an appointment in advance to avoid queues or overstimulation - just use our store locator to find your nearest branch and arrange your visit. Link to our store locator https://www.virginmedia.ie/contact/store-locator/

    Need Help or Prefer a Familiar Contact?

    If it’s easier for you to deal with a trusted friend, family member, or carer, you can authorise them as a third party on your account. They’ll be able to speak with us on your behalf while keeping you in control.

    To add someone, just call us on 1908 or visit a Virgin Media store.

Our Accessibility Statement applies to the following Virgin Media products:

We want as many people as possible to be able to use our products. For example, that means you should be able to:

  • change colours, contrast levels and fonts
  • zoom in up to 300% without the text spilling off the screen
  • navigate most of the website using just a keyboard
  • navigate most of the website using speech recognition software
  • listen to most of the website using a screen reader (including the most recent versions of JAWS, NVDA and VoiceOver)

We’ve also made the website text as clear and simple as possible to understand and it is partially compliant with the Web Content Accessibility Guidelines version 2.2 AA standard.

While we’ve made progress, some areas still need attention. Here are the current limitations and the steps we’re taking to address them:

  1. Navigation and Structure
    • Keyboard and screen reader navigation: Some areas of our site aren’t fully accessible using a keyboard or screen reader. We’re actively working to improve this.
    • Heading structure and content hierarchy: We're reviewing our pages to ensure logical heading levels and improve overall navigability.
    • Skip to content link: This has not yet been implemented as the first element on our pages but is planned as part of our enhancements.
  2. Forms and Interactions
    • Form accessibility: We’re updating form fields to include clear labels, roles, error messaging, and validation prompts for improved accessibility.
  3. Visual Clarity
    • Colour contrast: Some areas may have text or elements with insufficient contrast. We’re reviewing our design to meet recommended contrast ratios.
    • Moving or animated content: We’re adding controls or alternatives for any moving, blinking, or auto-scrolling content to support all users.
  4. Images and Links
    • Alternative text for images: We’re actively reviewing and updating image descriptions to ensure they provide meaningful context.
    • Descriptive link text: Generic phrases like “click here” or “find out more” are being replaced with clearer, more descriptive link text wherever possible.
  5. Cross-Device and Mobile Compatibility
    • Responsive design: We’re updating our site’s CSS for consistency across devices and operating systems.
    • Mobile navigation: Once updates are complete, we’ll conduct a mobile usability audit with accessibility in mind, especially for screen readers.
  6. Third-party content
    • Some parts of our site include content or tools managed by third-party providers (e.g., chatbots or embedded cookies). While we don’t control these directly, we’re working with our partners to address any related accessibility issues where possible.

This website was last tested in June 2024 by Nomensa.