Dispute resolution process - Blocked calls
On occasion, Virgin Media may block or stop a call from connecting to a customer.
There may be many reasons for doing this. This can include the number being used for fraud or making nuisance calls. We may also block calls with invalid or non-diallable CLI (Calling Line Identification). However, it is possible that some legitimate calls may be blocked in error.
Virgin Media has internal processes in place to support customers or partners who believe calls are being blocked in error.
If you believe this to be the case, and wish to dispute possible number blocking, you should contact us.
If you are a Business Customer
If you are a business customer, please contact your account manager or Business Customer Services as set out in our Code of Practice found here. You can also contact our Customer Care Team on 0800 052 0800, Monday to Friday 8am to 6pm.
If you are a Communications Provider
If you are an interconnect partner or other communications provider, and believe that calls from your network into the Virgin Media network are being blocked in error by Virgin Media, please contact our Voice Network Management Centre who will be able to help you by either phoning 0800 052 0800 or in writing at this address: Virgin Media, 1 Chippingham Street, Sheffield S9 3SE
If you are a Residential Customer
We will then investigate and inform you of the outcome of our investigation. If you’re a Virgin Media customer and you are not satisfied with our response, you always have the right to take this through our customer complaints process.