Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,380 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,380 reviews

Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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Virgin Media 1 star review on 27th July 2025

(FREDMERCY 3 4 7 AT GMAIL.COM) Help Me Recover My Lost Cryptocurrency From A Scam

Virgin Media 1 star review on 28th June 2025

Stumbled Upon ‎(+ 1 3 2 6 2 09 03 2 5) When I Thought My Scammed Crypto Was Gone For Good.

Virgin Media 1 star review on 27th June 2025

(FREDMERCY 3 4 7 AT GMAIL.COM) Help Me Recover My Lost Cryptocurrency From A Scam

Virgin Media 1 star review on 12th May 2025

Kelsey

Virgin Media 1 star review on 8th May 2025

FrancisOlivia 771 At Gmail. Com

Virgin Media 5 star review on 29th April 2025

Jane

102

Anonymous

Anonymous // 01/01/2019

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Every time existing customers have to renew, Virgin treats them in the worst possible way - with contract renewal rates more than 200% of the price offered to new customers. This should not be allowed. Then you have to spend hours with the customer service to discuss, and they never match the new customers offer. Awful experience.”

Helpful Report

Posted 13 hours ago

“Good Internet provider if you DONT care about your credit history and don't mind to be ever eligible for a mortgage or loan. I ended my contract with them for Internet and they told me that a return envelope will be sent to me to return the hub. I moved from the house and never received the envelop. 3 months later checked my credit report to find 3 missed payments. I called customer service they said will send another label, and once received, the missed payment will be removed. I returned the device upon receiving return envelope and now I have a default on my credit report on the top of missed payments. I called customer service again and again and they gave me a email address to write to. 3 emails and a months later, I still have no response and my credit score has fallen over 300 points and my remortgage is due in 2 months!! They don't care.”

Helpful Report

Posted 1 day ago

“By far the worst customer service I have ever encountered in my life. Every time Ive had to contact them it turns into many hours on chat or the phone. How has a company got this bad? Avoid them like the plague.”

Helpful Report

Posted 2 days ago

“Awful customer service. Install person came Friday to install cables stated door number was incorrect and will get changed for us. Saturday engineer rang to ensure cables had been installed correctly advised us door number was incorrect and would change for us. Tuesday day of actual install engineer turned up at property entered and then stated no can’t do work as wrong door number. Install engineer then left no apology no rebook of app nothing. Called virgin media, on phone for 30 minutes and state engineer will be back within the hour to complete work. 1hour 5 passes I call as no engineer has turned up to be told I wasn’t booked for today but for in 4 days times. Apparently they had cancelled the original contract agreement and set up a new one to start Saturday. I explained my husband who works nights had waited for appointment and myself who is heavily pregnant had gone to office to work as usually work from home. I explained that I would not be able to work in office as unable to get a lift or drive currently and would be unable to go 4 days without internet. Also explained where I live I have limited signal so rely on WiFi calling and will be left without this method if no internet. Persistently told by “customer service manager” this is all he can do. What company doesn’t save capacity for emergency apps or reschedule appointments. How do you not have a contingency plan for customers you let down? As engineer planning supervisor I find it unfathomable that as such a large company you do have contingency plans, nor can you offer overtime or insentives for dealing with customers you have broken a promise with. Worst customer service I have ever received, total of 3 hrs 20 on phone and no further fwd. I had to ask to be put on a cancellation list, then remind manager 3 times to do it. Should have been done instantly ! Was Not listened too, lied to 3 times. Should have never left sky !!”

Helpful Report

Posted 1 week ago

“Incompetent Staff & Engineer, Inadequate Customer Service, No Resolution, & No comunication between staff 1.) Admin got our house number wrong AFTER they have already took up the drive prior to installation. 2.) Engineer came (inside the property) and then said he cant to is because the wrong address was inputted. 3.) No appology, Just went home early! 4.) Called up explained the issue was told an engineer will be here with in the hour. 5.) No one turned up 6.) Called again, they said they have no note of this. 7.) Have been passed to 3 people, no one had any notes on any system. Then been told the soonest they can do is in 4 days time! 8.) Managed to speak to the so called Manager - Can barely speak english, was rude and told us to use our mobile data! I work from home and now have had to request time of work as I can not do my Job, I should have stayed with SKY. My husband who works nights stayed up for this while I travelled to meetings. Absolute joke, non english speaking and rude staff, only compensation we have been offered is us to go and get a dongle and they will pay for what we top up only. So called manager even said there are loads of customers in our position and theres nothing they can do. Mangager of complaints team - RICHIE - Will not give me any of his details nore excalate. Said he is the most senior manager at Virgin. Engineers name - Manager will not provide Below services has been selected : Broadband,Bundled packageBroadband,TV”

Helpful Report

Posted 1 week ago

“Worst internet broadband provider, internet never works, I could not work for a week because of no network and used up all my phone data in three days. In a year around 30 to 40 times the internet stops working. Butters most of time when on teams meeting or zoom. The price went up on bill and I had no email or letters sent to me. Honestly save your money and the headache and find someone reliable.Called the customer service and they put on hold for an hour. The customer service sounded like they were eating and talking and when I said I couldn’t hear him clearly he canceled the call and then I called again and was placed on hold for an hour again. When I asked about the update the lady picked up she didn’t introduce herself and was being rude and said there is no update and if I did not like virgin to find another network service. Sometime when you call they give fake names and put you on hold.”

Helpful Report

Posted 1 week ago

“Virgin Media has been a total disaster. After moving house, the internet never worked, yet my bills went up immediately. I had 4–5 engineer visits, and not one of them solved anything; they just pretended to fix the problem without making any real improvement. You have to check every bill yourself because they keep making “mistakes” that end up costing you money. Their staff either don’t know what they’re doing or simply don’t care. Communication is non-existent and relies entirely on you. You have to spend hours on calls if you’re lucky, or deal with useless chats. They even charge you for equipment you’ve already returned well before their deadline. After months of chasing, stress, and disappointment, I can honestly say this is the worst company I’ve ever dealt with. Avoid Virgin Media at all costs — they will waste your time, money, and sanity. Any of their competitors are by far better in every category.”

Helpful Report

Posted 1 week ago

“One of the worst customer service experiences in the UK I wanted to close one Virgin Media account and switch another to a different provider. It took 50 frustrating minutes just to get this done. I was passed from one department to another, subjected to a tedious "investigation" about my plans, and in the end, I was even punished with a hefty cancellation fee, all for trying to leave a service I found unreliable in the first place. Why do we put up with this? Customers deserve better. This kind of treatment is exactly why people are switching away from Virgin.”

Helpful Report

Posted 4 weeks ago

“Having my trading account suddenly inaccessible after a withdrawal rejection was terrifying. I was worried about my funds. But Mrs. Mercy and her support team were incredible. They managed to resolve the problem efficiently and helped me regain access to my account and funds. Highly recommended!”

Helpful Report

Posted 1 month ago

Helpful Report

Posted 1 month ago

“I think there is more chance of speaking to the man on the moon than a person from virgin media I have been without email for three days now when you try to contact them you spend an age going through an automated. load of waffle that leads you nowhere designed to put people off I suppose if you just ignore it after about ten minuets you are eventually put through to a call handler they do try but they ca n not do much as someone somewhere in the organisation has decided to do major works on the system without informing the customers they are pretty quick to inform you when they want to put the price up I have been a customer for over forty years but I think it’s time to look at other companies now and see what is on offer it used to be a good company until they became virgin media the it started to go downhill”

Helpful Report

Posted 1 month ago

“trying to speak to someone as in my late 70s not that great with computers and internet for 3 days now trying to access my emails am told need another email addy to get through which i have now got get message that code is sent to other addy seems it may be lost in space as tried several time ,my blood pressure is sky high , starts off when try press this press that when all you want to do is speak to some one. i will be lucky if i get to my next birthday the way virgin treat customers .”

Helpful Report

Posted 1 month ago

“I ordered Virgin Media broadband for my new house on 23rd May. Today, the scheduled installation was canceled without any notification or explanation. I’m now unsure if it will be rescheduled for 30th July or another date. Throughout this process, I explained that previous tenants had Virgin Media, so no new installation should be necessary, but the representative I spoke with didn’t understand or acknowledge this. Instead, she kept mentioning a "blockage" without providing further details and couldn’t confirm if Virgin Media had ever been installed at the property. This has caused significant inconvenience, especially as my partner and I work from home. We’ve incurred extra costs due to the delay, and although I was told these might be reimbursed, I remain skeptical. I was assured there would be no further cancellations, but today’s cancellation came without warning or clear communication. I am extremely disappointed with the lack of transparency and poor communication. I just want a clear explanation, confirmation of the next steps, and assurance that future appointments will be confirmed and honored. Virgin Media needs to improve its communication and customer service in situations like this.”

Helpful Report

Posted 1 month ago

“Dealing with the online trading issue had left me drained. I had tried all avenues before finding Mrs. Francesca’s team. From the start, they were transparent and professional. Their commitment made a real difference, and we achieved a resolution I’m happy with. I can’t thank them enough.”

Helpful Report

Posted 2 months ago

“Being defrauded of $145,000 was one of the most painful experiences of my life. The emotional toll was immediate—panic, shame, and uncertainty. Reaching out to Mrs. Mercy was a turning point. Her team treated my case with care and professionalism. They didn’t make false promises but stayed transparent and supportive throughout. In the end, they managed to recover a large portion of my funds. I finally had something to be hopeful about again.”

Helpful Report

Posted 2 months ago

“⭐ 1 star (because 0 isn’t an option) Absolutely disgraceful experience from start to finish. I left Virgin Media in October 2024, yet have spent eight months battling their endless incompetence, including being wrongly charged for equipment I returned, being gaslit by customer service, and having my credit score slashed by 100 points due to an error they caused - and said they had already fixed. To make matters worse, they failed to notify me about the charge that affected my credit file, meaning I only discovered it after paying for a credit report service out of desperation. I've had to waste hours of my time (which, as a self-employed professional, has a real cost) chasing a resolution that should never have been needed in the first place. Their phone support is unbearable - rude, dismissive, difficult to understand, and downright obstructive. I was spoken over, disbelieved, and ultimately hung up on multiple times while trying to verify my identity using my own account statements. No empathy. No apology. No professionalism. This experience has severely affected my mental health and triggered physical symptoms due to the stress, which I’ve repeatedly communicated - and have been consistently ignored. Virgin Media should be utterly ashamed of how they treat customers. If you're considering joining them, don’t. If you value your time, your sanity, or your credit score, go elsewhere. I wouldn’t wish this experience on anyone.”

Helpful Report

Posted 2 months ago

“If I had the ability to give a zero star review I would. Unfortunately, I have moved to an area where VM is the only option for Broadband. I have never in my life found a company so difficult to deal with, exceptionally poor sales and customer service. Many hours on the phone going around in circles. Agents promising to call back with answers but never do. I have dealt with three agents who all promised the same things. None delivered. This is just trying to place an order and installation. Spoken to my neighbours who all have nothing positive to say about their experiences either. Avoid if you can!”

Helpful Report

Posted 2 months ago

“Do not fall into their trap. Avoid Virgin Media. Worst service. If you call them, they will try to promote their SIM cards and other services but never actually resolve your issues. I requested to move my internet connection to a new address a month ago, and they assured me that 14 days would be sufficient for the process. Despite calling them repeatedly—14 days ago, 10 days ago, and even more times—they kept telling me that I would receive an appointment via mobile. However, I never received any appointment details, emails, or text messages. After moving, I followed up again, and they admitted it was their mistake, promising to complete the process within two days. If not, they advised me to cancel the account. Ultimately, nothing happened. I switched to another service provider, then cancelled my Virgin Media account. Now, they keep sending text messages demanding payment. They seem more focused on money than providing actual service. Even if you sign up for 2GB, you won’t even get 600MB. Do not fall into their trap—worst service ever.”

Helpful Report

Posted 2 months ago

“I am extremely disappointed with the level of customer support I’ve received. For over a week now, I’ve been without an internet connection — a basic service I am paying for — and the way my issue has been handled is completely unacceptable. Support tickets are repeatedly closed with generic advice to “reboot your router,” which has done nothing to resolve the problem. Despite being promised a technician visit, no one ever showed up. I was also told I would receive a callback, but that never happened either. I’ve had to spend hours chasing support on the phone, only to be met with indifference. It’s clear that no one is taking ownership of the issue or making any real effort to resolve it. This level of service is absolutely disgraceful.”

Helpful Report

Posted 2 months ago

“We have been with Virgin Media for ages because we were told that in the area we trade, they offer the best broadband service. Unfortunately we never have cover. We have recently upgraded the business and the lack of internet has been detrimental. We have lost customers. I tried to contact Virgin to discuss but it is almost impossible to speak to someone. Chat does not really work. Automated phone menu is bad and keeps taking you to the start point. When you finally manage to get through someone, they tell you that their system is down and you need to call again in 2 hours...They will not call you back. Honestly it is a joke. Looking forward to change supplier. If this is the best service, I cannot imagine what bad service must look like....”

Helpful Report

Posted 2 months ago

Virgin Media is rated 1.2 based on 2,380 reviews