Virgin Media O2 isn't signed up to our scheme, so we can't review your dispute.
From 1st January 2026, you can contact the Communication and Internet Services Adjudication Scheme (CISAS) who may be able to help further. Call 020 7520 3814 or email cisas@cedr.com
Information for Virgin Media O2 customers
- Active cases: If you already have an active case registered with Communications Ombudsman, we'll continue to review your case.
- Referrals from Virgin Media O2: If you have received a letter from Virgin Media O2 in the last 12 months signposting you to Communications Ombudsman, but have not yet created a case, CISAS may be able to accept your case from 1st January 2026.
- Previously investigated cases: If your case has previously been investigated by Communications Ombudsman, you can't appeal the decision or raise a new case about the same issue with CISAS.
Please be polite to our colleagues
We understand that complaints can be emotive and consumers who contact us may be angry or upset. We will always do our best to help. We also have a duty of care and ask that users of our service are polite to our colleagues. We will not tolerate any communication we deem to contain abusive language. You can read more about this on our Working Together page.
Creating your case online is the fastest way to get your information to us, however you can also do this by email, telephone and post.
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If you require additional support, process alterations or translation services please visit our Accessibility page for more information.
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