Your Mobile Phone

Today's mobile phones are pocket-sized powerful technology devices. Everybody who uses one finds particular styles, features, apps, settings, and, much more which helps to support their own mobile needs.

Here are some of the accessibility features found on Virgin Mobile phones, which may help you when it comes to deciding which device suits your needs.

What to look for in your next mobile

If you have a hearing impairment, you may find these features useful:

  • Adjustable volume control.
  • Vibrate alert.
  • Compatibility with a loopset for your hearing aid.
  • Compatibility with keyboards.
  • Predictive text.

If you have a visual impairment , you may find these features useful:

  • Large, high contrast keys.
  • Large, high contrast display.
  • Voice activated dialling.
  • Keypad tones.
  • Screen readers such as VoiceOver.

If you have dexterity issues, you may find these features useful:

  • Voice activated dialling.
  • Speed/short code dialling.
  • Predictive text.
  • Easy to grip phones with non-slip casings.
  • Compatibility with keyboards.

Emergency SMS

The Emergency SMS Service allows deaf, hearing and speech-impaired people in the UK to send SMS's to the UK’s 999/112 Emergency Services.

These messages are passed to the police, ambulance, fire rescue, or coastguard who can also reply by SMS.

Access to E-SMS is available to all Virgin Mobile customers. Before you can use the service you must pre-register your Virgin Mobile number at  (Link opens in new window)

It’s free to text the E-SMS Service so customers can use it even if you don’t have credit.

For all other information direct the customer to where you can see when & how to use the service, FAQ's & provide feedback about the service.

If you make an emergency call we will provide details of your location to the emergency services where it is possible for us to do so

You will need to have network coverage from a UK operator in order to make an emergency call, and have a live SIM in your handset (i.e. not one that’s been terminated)

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.

Find out more about Relay UK


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.

Find out more

How to use Relay UK

Head over to the Relay UK website for handy step-by-step guides.


Still need help?