Name: Virgin Media
Rating: 1.17

“Absolute joke. By the time I have pressed 1 then press 2 to go here then press 5 to go here then have to wait in a long que to speak to someone and eventually get hold of someone to then be led in circles and having to put up with a noisy background feeling agitated. This should not be happening with a multi million pound company. The lady I was speaking to was great and patient but the whole system sucks. Sort it out Virgin. Without us customers you would not be in business!!”

Helpful Report

Posted 1 day ago

“Engaging with the torrecit/com team was a refreshing experience, particularly noting their swiftness in responding to my initial inquiry. Unlike the often lengthy delays and non-committal answers typical of online interactions, their support staff distinguished themselves through quick replies and a dedication to understanding my issues. When I first contacted torrecit/com, I anticipated the usual back-and-forth before a resolution could even be proposed. Instead, I received a reply quicker than expected, signaling a client-focused approach. This promptness allayed my concerns and started our conversation on a positive note. What especially stood out was the team's patience as I detailed my problem. They allowed me the time to completely explain the situation, actively listening and asking clarifying questions to grasp the nuances of my concern fully. This level of attention is rare and suggested a genuine desire to help, rather than just quickly resolve the issue. Their method of addressing my issue underscored their commitment to good service. The team didn't rush to provide a quick fix. Instead, they carefully considered my explanation, showing real interest in understanding the whole situation before recommending solutions. This thoughtful method made me feel valued and secure in their ability to handle my concerns. Beyond just understanding the problem, the torrecit/com team showed real empathy. It was clear they were not just following a script but were truly invested in finding a resolution that met my needs. This empathetic approach strengthened my trust in their service. The result of this interaction was more than just a solution to my initial problem. It was a confirmation of torrecit/com dedication to client happiness. The team's responsiveness, patience, and genuine interest in understanding and resolving concerns set them apart. By the way, I did receive my cashback.”

Virgin Media 4 star review on 1st December 2025

Helpful Report

Posted 6 days ago

“Engaging with the torrecit/com team was a refreshing experience, particularly noting their swiftness in responding to my initial inquiry. Unlike the often lengthy delays and non-committal answers typical of online interactions, their support staff distinguished themselves through quick replies and a dedication to understanding my issues. When I first contacted torrecit/com, I anticipated the usual back-and-forth before a resolution could even be proposed. Instead, I received a reply quicker than expected, signaling a client-focused approach. This promptness allayed my concerns and started our conversation on a positive note. What especially stood out was the team's patience as I detailed my problem. They allowed me the time to completely explain the situation, actively listening and asking clarifying questions to grasp the nuances of my concern fully. This level of attention is rare and suggested a genuine desire to help, rather than just quickly resolve the issue. Their method of addressing my issue underscored their commitment to good service. The team didn't rush to provide a quick fix. Instead, they carefully considered my explanation, showing real interest in understanding the whole situation before recommending solutions. This thoughtful method made me feel valued and secure in their ability to handle my concerns. Beyond just understanding the problem, the torrecit/com team showed real empathy. It was clear they were not just following a script but were truly invested in finding a resolution that met my needs. This empathetic approach strengthened my trust in their service. The result of this interaction was more than just a solution to my initial problem. It was a confirmation of torrecit/com dedication to client happiness. The team's responsiveness, patience, and genuine interest in understanding and resolving concerns set them apart. By the way, I did receive my cashback.”

Helpful Report

Posted 6 days ago

“AWFUL! DO NOT bother. The time I spent sorting out their problems I could've used going to the library to research. Would've been quicker than using their Internet and dealing with their mistakes. The actual WiFi is fine but they have overcharged us a random amount every month since February. 10 months of being charged a random amount and way too much! We have emailed and called and everytime they say they will sort out the problem but the next month we are overcharged for a different thing and the whole process will start again. It is an absolute joke how they run their company. If we didn't check our balance every month they would be getting away with stealing money. Do not use unless you want a part time job sorting someone else's mistakes.”

Helpful Report

Posted 2 weeks ago

“I was with them 12 years but their service became so bad I had to complain. turned out I was being overcharged ontop of this as I was out of contract. They offered me a 24 month contract at no reduction. They took multiple days to reply to each message (AI mostly) Finally I'd had enough and moved to another provider. The OTS (One Touch Switch) that is meant to make that seamless failed and Virgin demanded (after hours of waiting to talk to someone) that I have them 30 days notice. They have now charged me an extra £75 to leave them. What can I say? facts speak for themselves. They are, hands-down, the first company I've had to deal with in recent years.”

Helpful Report

Posted 4 weeks ago

“I honestly don’t know what I would have done without Thomas. I was feeling completely stuck and anxious, but they met me with patience, care, and understanding from the very beginning. They guided me through every step, explaining everything clearly and making sure I never felt lost. It wasn’t just their knowledge that stood out—it was their kindness and steady reassurance that made all the difference. So grateful for everything they did to help me through.”

Virgin Media 1 star review on 30th October 2025

Helpful Report

Posted 1 month ago

“40 minutes of chat on line, wouldnt put me through to a manager, all i wanted to do was complete a home move!! Having to repeat questions and answers, making out it was GDPR, I questioned this issue, met with a lame answer, asked for a manager again, wouldnt put me through, 40 plus minutes of my time, cant contact for 24 hours now, cancel my contract, you Absulute shower!”

Helpful Report

Posted 1 month ago

“🚨 Virgin Media – 14 Years of Loyalty, Treated Terribly 🚨 I’ve been a Virgin Media customer since 2005, moving my fibre broadband with me from London to Manchester. For years, I’ve paid faithfully for my broadband, trusting that I was on a fair plan. My contract ended in March 2023, and Virgin claims they sent me an email back in October 2022 reminding me to renew. I never saw that email, and I never received a phone call or letter. After that, my bill suddenly jumped from around £30 a month to £77.48. Today, I received an email from Virgin saying “review our great new plans” – and to my shock, it offered me the exact same M350 plan I’ve been on for £24.99 a month. That means I’ve been overpaying by nearly £50 a month for more than a year, roughly £1,500 to £1,600 wasted for absolutely no reason. When I called to sort this out, I spoke with Leah, who told me her department “cannot issue refunds” and that it was my fault for not renewing my contract. I mentioned the £24.99 deal I’d just been emailed, but she said her department can’t offer that either, that it was a “back-office only offer.” After I said I would take this public on Trustpilot and Google, suddenly she could put me through to a manager. Only then, after I explained everything again, did the manager offer me a £200 refund “as an apology.” Otherwise, he said it would take seven days to review my complaint. Frankly, this is unacceptable. I’ve been a loyal Virgin Media customer for 14 years, and they’ve allowed me to overpay for months without ever contacting me. But if I’d missed a payment, they’d have been chasing within seconds. Virgin Media should look after their long-term customers, not exploit them. Everyone needs to be aware: check your plan, check your emails, and don’t assume Virgin Media will do right by you. If you stay with them, you might find yourself hundreds or even thousands of pounds out of pocket, just like I did. By looking at the Reviews from other customers they should be branded as SCAMMERS not a service provider.”

Helpful Report

Posted 1 month ago

“Overpriced and horrible customer service, very rude and lack of interest when talking to customers, they will make you wait for hours then just drop the call the moment you tell them you will transfer service provider, they will not answer back no matter how many times you call, just to delay your contract to overpay them.”

Helpful Report

Posted 1 month ago

“They won't even let you leave without causing issues. THE WORST CUSTOMER SERVICE EVER. Either Interminable waiting on a phone to speak to someone who can't or doesn't wan to help or Artificial Idiot based chat system to try to get to a human who also can't or doesn't want to help. You have been warned don't look at those cheap intro prices for Virgin you know you will regret it..!”

Helpful Report

Posted 1 month ago

“Virgin Media's service is bordering upon fraudulent. For 78 days I was without a broadband service and no TV package. They actually tried to increase my contract charges on day 79 even though I had no service! I got no refund for my TV package and only got 30% refund on my broadband subscription. They truly are the worst rip-off company in the UK”

Helpful Report

Posted 1 month ago

“Bad unhelpful support staff and even more terrible post cancellations service where they can’t provide updates or even provide a reasonable explanation for to no show appointments”

Helpful Report

Posted 1 month ago

“The withdrawal has been processed”

Virgin Media 1 star review on 16th October 2025

Helpful Report

Posted 1 month ago

“If I could gove minus I would. I am with this joke of a provider since July this year, and haven't had a single week without problems. I complained numerous times and asked them to come over and check the equipment if they think there is no problem. I never even got a reply. Their broadband service and customer service are laughable. STAY AWAY FROM THEM!!!!!”

Helpful Report

Posted 1 month ago

“Extremely horrible customer service received from DIN from Philippines, Chetan and Francis from india. Just wanted to pay my bill and refused to speak with me under the excuse of Data protection whereas I confirmed Account number,full address and contact number.”

Helpful Report

Posted 2 months ago

“Extremely horrible customer service received from DIN from Philippines, Chetan and Francis from india. Just wanted to pay my bill and refused to speak with me under the excuse of Data protection whereas I confirmed Account number,full address and contact number.”

Helpful Report

Posted 2 months ago

“The worst customer service ever experienced. Over an hour in a chat, simply to cancel. Gone through several 'teams', some of which sent me back to the previous team!”

Helpful Report

Posted 2 months ago

“Soulless money grabbers when leaving for there price hike they stitch you up with expensive out of contract prices even when pre warning them.id be leaving they still forced extra time for services I didnt want pr wasn't going to use as I switched never using them again thats for sure”

Helpful Report

Posted 2 months ago

“An absolute masterclass in poor customer service. I have had FIVE ISSUES with them since switching from my housemates name into my own. The latest has left us without WiFi for 12 days. Customer service processes are incompetent and say they’ve fixed the issue each time but don’t AVOID AVOID AVOID”

Helpful Report

Posted 2 months ago

“Waiting several weeks for an internet install into my property. Telephone customer service is designed to make you go insane as the robot sends you round in circles and can not understand your request. When you do get through, the Indian person on the other end is always rude, and they never let you escalate to a manager. They ask why constantly, the put you on hold for ~10-30 minutes, then either hang up on you, or take you off hold, hoping you hang up on them, which I don't, then they hang up on you after ~10 minutes of silence from their end. Gautam was the last person I spoke to from India who applied this tactic just now. When I signed up for Virgin, I was promised a 2 week install by Robert Gray on 14th August. I even had an engineer visit 2 weeks ago, only to find the road cabling hadn't been completed. I receive a text from Virgin yesterday to say the cable has been installed up the property, and when I called today, they say this hasn't been complete,even though it has been as I witnessed it happening. No one at Virgin can take control of this utter chaos. Totally unprofessional and a waste of time. Virgin Media,more like Rubbish Media... actually non existent media and poor poor poor service. AVOID.”

Helpful Report

Posted 2 months ago

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
Returns & Refunds
Refunds Process	Difficult

Virgin Media Reviews