Help for Cable customers

Ever wondered what we do and don’t support when you call us up for help! Well wonder no more. Here you find out all you need to know about getting help from Virgin Media with your broadband services including what we can and can’t help you with.

Firstly, we have a minimum specification that your computer must meet. In general, it must be:

a PC running on Windows XP, Vista or Windows 7
or
a MAC running on OS 10.1 or higher

Secondly, the problem must be to do with something provided by Virgin Media.

If you have answered yes to both of these questions, then we're be able to offer you support. But before you call us have a look through our Help section, as you may just find the answer to your question there.

A guide to what is not supported:

Here's a few of the items our broadband Technical Support line will not be able to help you with. As a rule of thumb, if we've not provided it to you, we will not be able to help you.

1 . Home networking not supplied by Virgin Media

Guidance on setting up and sharing Internet connections on more than one PC

2. Internet security not supplied by Virgin Media

Firewall and anti-virus software other than Virgin Media Security or Netguard, browser pop-ups, parental control, spyware or virus problems

3. Any 3rd party software

Word or Excel for example

4. Email software

Set-up and troubleshooting of Outlook, Eudora, Incredimail, Netscape mail, etc.

5. General PC hardware

Sound and graphic cards, printers, PDAs and Blackberry, PC peripherals like scanners, digital cameras and webcams

Should you need help with any items that are not supported by Virgin Media then you could always try our Digital Home Support service. You can downlaod some free to help keep your computer healthy, or talk to our tech experts on either a subscription or one-off basis.