Site owner faqs

Here’s how to report an issue or make changes to your service. Your account manager’s there if you need anything else – and our customer service team are on hand 24/7 for you too.

How do I contact my Virgin WiFi account manager?

If you’re not sure how to get in touch with them, drop us a line on

The WiFi at my site isn’t working properly. How do I report it?

If your guests are having issues with WiFi connectivity, please report this to customer service on 0330 660 1028, immediately.

I’ve reported an issue. Will you send an engineer?

Each case goes through an internal troubleshooting process and we can usually fix issues remotely. If this doesn’t work, we’ll send an engineer to your site. However be aware that each contract has a specific SLA for engineer visits, which vary between 8, 12 or 16 hours.

Can I sell WiFi vouchers?

If you want to discuss upgrading your service (for example, selling WiFi access vouchers at your location), then contact your account manager or email

How do I find out about upgrades?

Contact your account manager if you’d like to discuss upgrading the service at your site, whether that’s an increase to WiFi speeds, a change in tariff, or adding a free option for guests.


Or you can email

Can I increase the speed of my WiFi service?

If you want to discuss upgrading your service (for example, increasing your WiFi speed), then contact your account manager. Or drop us a line on


Still need help?