Virgin Media launches Video Relay Service

Virgin Media has launched its new Video Relay Service, helping Deaf customers get the most out of their next generation broadband, TV and phone services.

An interpreter talking to a virgin media customer.

The innovative video service connects customers to an online, fully qualified sign language interpreter with just one click. The interpreter will then communicate with Virgin Media’s customer contact teams in real time and help ensure all Virgin Media customers can fully enjoy their communications and entertainment services.

Paul Buttery, Virgin Media’s Chief Customer, Technology and Networks Officer, said, “We’re committed to making all our products and services accessible to all of our customers, whatever their needs. Our new Video Relay Service is simple and easy to use and, with comprehensive deaf awareness training for our customer teams, we’re excited to start taking our new video relay calls.”

Communications Minister Ed Vaizey said, “Video relay services can make a real difference to people who are deaf. Virgin Media is bringing the help that many of us take for granted to even more people.

“I have been pressing companies to consider VRS as part of their contact strategies for their customers and I congratulate Virgin for providing VRS. I hope other firms follow their lead.”

Virgin Media has worked with Sign Solutions to provide the Video Relay Service. Sign Solutions is a leading BSL/English Interpreter centre with over 15 years’ experience.

Sean Nicholson, CEO of Sign Solutions, said, “Virgin Media is using technology to become more inclusive, helping customers lead an independent digital life. This is an important step forward and will transform the customer experience for many people.”

Virgin Media’s Deaf customers simply need to visit, click on the sign language interpreter icon and download a plug-in to use the new Video Relay Service. Sign language interpreters will be available every week day with a video message call back option for any other times.

Users will need a computer with video capability and a broadband connection. Any calls using Virgin Media’s new Video Relay Service will be free of charge.

Virgin Media has undertaken a comprehensive review of the accessibility of its products and services in consultation with pan-disability organisations, staff, customers and industry partners. The new Video Relay Service builds on an existing Text Relay Service and a customer web chat channel [launched last year] with over 8,000 customers using it each month.