Virgin Mobile mobile network: coverage, customer service and complaints
Last updated: 22 October 2026
Virgin Mobile was the world's first virtual mobile network when it launched in the UK in 1999. It is now part of Virgin Media O2 and customers have moved onto O2's network.
Virgin Mobile at a glance
- Type: Virtual network using O2
- Owned by: Virgin Media O2
- What it sells: SIM only plans and phone contracts, often bundled with Virgin Media broadband.
Virgin Mobile is mostly bought alongside Virgin Media broadband, with discounts for bundling.
Virgin Mobile coverage
Virgin Mobile doesn't own masts — it uses O2's network. Wherever O2 has signal, Virgin Mobile customers should too. Coverage varies street by street and indoors, so check your home and work postcodes on Ofcom's coverage checker before you buy.
Customer feedback: official complaint figures
Ofcom publishes how many complaints it receives about each major mobile provider for every 100,000 pay-monthly customers. In the October to December 2025 figures, Virgin Mobile received 8 complaints per 100,000 customers — above the industry average of 3.
| Provider | Jan–Mar | Apr–Jun | Jul–Sep | Oct–Dec |
|---|---|---|---|---|
| Virgin Mobile | 4 | 3 | 4 | 8 |
| Industry average | 2 | 2 | 2 | 3 |
Source: Ofcom telecoms and pay-TV complaints, Q4 2025. Lower is better. Figures are rounded by Ofcom.
Contact Virgin Mobile customer service
- Virgin Media customer service: 0345 454 1111
- Help: www.virginmedia.com/help/mobile
These are the contact routes Virgin Mobile publishes. Numbers starting 03 cost the same as a normal landline call and are usually included in phone plan minutes; 0800 and 0808 numbers are free. Check Virgin Mobile's website for opening hours.
Complaining about Virgin Mobile
Complain to Virgin Mobile first. If it isn't resolved after eight weeks, or you get a 'deadlock letter', you can take it free of charge to the independent ombudsman scheme Virgin Mobile belongs to. Ofcom explains the process on its how to complain page.