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Virgin Media Reviews

1.2 Rating 2,361 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,361 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 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
Virgin Media 5 star review on 29th April 2025
Jane
Virgin Media 1 star review on 17th April 2025
Rianna
Virgin Media 1 star review on 17th April 2025
Rianna
Virgin Media 1 star review on 17th April 2025
Rianna
99
Anonymous
Anonymous  // 01/01/2019
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....
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Posted 8 hours ago
This customer service was really good today and was very clear helped me a lot i am very happy with him, unfortunatly the number that is linked to my virgin media account is not with me at the moment so i cannot rate him a 5. So i will say it here his name is Pritlvi (not sure if i spelt it correctly) but he definetly deserves a 5 the best
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Posted 2 days ago
So, last year I returned a Virgin Media box but was told they didn’t receive it and despite my repeated attempts to say I had sent it, was charged £40 which I disputed. It then went to a credit collection agency and had to pay immediately to avoid further action. Imagine my surprise 3 weeks ago when found out that even though the credit collection agency had informed Virgin last September that it had been paid in full, Virgin had still put a negative on my credit score! I rang Virgin 1st May and was told that it had definitely been paid last September, apologised for the mistake and that the billing manager would correct my credit file and send confirmation via email. Today, after receiving no email and after waiting half an hour to get through, was told that Virgin had NOT amended their records to say that I had paid in full since LAST SEPTEMBER and said they did not have a record of it, despite me giving them all the details again on 1st May!!! Firstly, Virgin need to train their staff not to lie to their customers for their woeful record keeping and secondly am outraged that my credit rating has been lowered with a negative due to their total ineptitude! Luckily, the credit collection agency were also outraged and have also sent Virgin Media letter of complaint as they have record that they had indeed informed Virgin that the bill had been paid in full and not to go to credit agency! This is absolutely unacceptable and will be taking this to the next level - never trust Virgin - awful customer service, guy I spoke to today sounded like he was chewing gum. Also trying to get through to them is like pulling teeth!!! Absolutely dreadful and will not be letting this go as has affected my credit score through NO fault of my own.
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Posted 1 week ago
I had a to call on behalf of my husband he is very sick and could not make the call the gentleman at customer service was very helpful is name was Jam he talked me through a new contract and was most help full explaining very thorough he is an asset to Virgin media if all the customer service staff are like Jam then Virgin Media should not have any problems Well Done Jam you made my day a big THank you
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Posted 1 week ago
Just upgraded. Told us internet won’t be disconnected.but guess what no net and it’s Friday called them 3 times, told us to wait until 4th call they said there are closed till Monday. Wow I have major submission to uni on Monday
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Posted 1 week ago
Thanks you a lot Supreme assets recovery AT G mail .com
Virgin Media 1 star review on 12th May 2025
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Posted 2 weeks ago
Virgin media are impossible to deal with. I had to ring 4 times to find a customer service officer who would help which was then rapidly sorted- the other times the staff were obtuse to the point of being misleading and unhelpful. I have had many such experiences with Virgin Media over many years I have been a loyal customer for 20 plus years but the service has declined badly My only regret is that I did not do this sooner I shall not miss the poor and expensive service
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Posted 2 weeks ago
All thanks to mrs Olivia for helpin me re-claim my lost $125,000
Virgin Media 1 star review on 8th May 2025
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Posted 3 weeks ago
Thanks to alpha recovery firm........
Virgin Media 5 star review on 29th April 2025 Virgin Media 5 star review on 29th April 2025
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Posted 1 month ago
I don't recommend anyone to use virgin media very bad customer service I've been waiting for more than a month to switch my account from the old address to the new one and till now it didn't work their employees has no idea what they are doing you ring them they transfer you from one person to the other and your problem is not fixed you chat to them they answer you every 20 to 30 min and never get anything done
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Posted 1 month ago
Virgin Media, you’ve crossed a serious line — not just legally, but morally. I have now been promised five call-backs by your team. Five. Not one of them has materialised. Each time I’ve been assured “someone will be in touch within 24 hours,” and each time, I’ve been left waiting — frustrated, ignored, and frankly insulted. But the real issue? You’ve extended my contract without my consent after I moved address — a move you were fully aware of. My original contract was due to expire in January 2025, yet without any new agreement signed, you’ve locked me into a new term simply because I relocated. That is a breach of contract. You cannot unilaterally enforce new terms without customer approval. It is not only unacceptable, it is morally wrong and potentially illegal. Let me be crystal clear: I never agreed to a new contract. I never signed anything. And yet here I am — trapped in an extension I never asked for, being charged for a service I didn’t renegotiate, with absolutely no transparency or fairness. The emotional toll this has taken is no small matter. I’ve spent hours on the phone, repeated myself to multiple departments, and gotten nowhere. The stress and anxiety of being ignored and treated like just another number has affected both my personal life and my mental well-being. It feels like I’m battling a faceless corporation that simply doesn’t care. Your systems are broken, your communication is abysmal, and your customer service has completely failed me. You’ve had every opportunity to make this right, and each time you’ve let it slip through your fingers. I’m asking now — publicly — for this to be taken seriously. I want someone senior to contact me directly, acknowledge this breach, and rectify it. I expect not only the cancellation of this unauthorised contract extension, but serious consideration of compensation for the distress, wasted time, and mental strain you’ve caused. Treat this as the formal wake-up call it needs to be. I know full well there’s notes on my account explaining that virgin have messed up. I have 5hrs worth of recorded phone calls backing me up with it which I have already added to the file of disgraceful behaviour by you. And just when I thought things might finally be resolved, I managed to speak to a manager yesterday — Mohammed — who openly admitted Virgin Media was at fault. He agreed that the contract extension was wrong and promised to cancel it. He also assured me he would call me back to confirm everything. Once again, that call never came. At this point, it’s not just incompetence — it feels like deliberate neglect. I was finally given hope that someone was taking responsibility, only to be let down yet again. This is a recurring pattern, and it’s disgraceful. STAY AWAY FROM THIS COMPANY. Don’t ignore the reviews — they reflect exactly what I’ve been through. Virgin Media cannot be trusted to treat customers fairly, legally, or with basic human decency. Cancelling the farsicle contract is now the least of your worries I can assure you. Please don’t take these words as empty threats. Unless this is all sorted and rectified today with a suitable outcome for myself, legal action will be taken. Oakley Templeton
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Posted 1 month ago
I have been trying to return my hub for more than a week now. Two of their agents assured me that the return kit has been dispatched. I just spoke to a third agent two days ago. He told me it hasn't been dispatched yet and I will get notified once they dispatched it. It's been two days and still nothing. It feels like they are prolonging the process so they can make me pay the fee for not returing the hub on time. Extremelly unprofessional and unhelpful.
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Posted 1 month ago
6 months in and still no service. AVOID AVOID AVOID. Literally the worst company service I have ever experienced.
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Posted 1 month ago
Pitty I couldn’t leave no star!
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Posted 1 month ago
I moved to another broadband provider and Virgin Media responded by placing a £110 default on my credit file. The kicker? They closed my online account immediately and left me no way to view or pay the alleged balance—locking me out of resolution completely. I raised a formal complaint, which they rejected almost instantly. I then requested a deadlock letter to escalate to the Ombudsman, which has been completely ignored for nearly two weeks. My follow-up emails have been met with silence. To make matters worse, I’ve had to submit multiple Subject Access Requests under GDPR just to access basic information I should have had from the start. Still waiting. If Virgin Media genuinely cared about customer service or legal compliance, they would have: Ensured I could access my final bill Noted the Consumer Credit Act requirement to notify before placing a default Responded to my appeals in line with their own complaints policy Not risked breaching UK GDPR Article 15 over basic data access Instead, they’ve chosen to ghost me and let a disputed £110 damage my credit. If you’re considering Virgin Media, know that once you’re not a customer, they’ll treat you like a nuisance—not a person.
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Posted 1 month ago
Virgin Media is our broadband provider. We have been without a stable broadband connection since 3rd April, the internet drops out every 5-10minutes throughout the day/ night. This is affecting all the Virgin Media customers in my area, most of us rely on broadband as home workers and with children studying at home. I am unable to have a single phone call or teams calls without being kicked out every 10minutes and it’s put my livelihood at risk. My partner has lost connection during job interviews. We use the internet for our television, controlling our heating and lighting. Virgin Media’s response to customers has been disgraceful. We have so far been given seven different deadlines by when the issue will be resolved. 20minutes before the deadline is about to expire they text us a new deadline, delaying it again by a few days each time. It will now be going into a 3rd week. When we speak to Virgin Media on the phone they say we aren’t entitled to compensation because the service isn’t completely down. They have tried offering £10 compensation if we agree to close our complaint. Our broadband bill is £45.00 per month, and I’ve had to spend £45.00 to buy an expensive dongle just so I can work for the next couple of days. They have also hung up on us numerous times. In one call we were told the issue affecting all the customers in this area was being treated as a “low priority”. Problems happen but the customer service provided by Virgin has been despicable. They are liars and scam artists. A billion dollar company who charges customers a premium for broadband that they are not even providing. Virgin Media couldn’t care less about its customers. The first chance I get we will contacting the Communications Ombudsman and ending my contract with them.
Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025 Virgin Media 1 star review on 17th April 2025
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Posted 1 month ago
I’ve been a customer for 6+ years and… I’ve been a customer for 6+ years and recently tried to renew my contract for TV and Broadband for a further 12 months- since making that call I have had no TV service…. Over the last 3 weeks I have called and spoken to numerous people about the issue and it is still not resolved with no one able to tell me what this issue is….. on Friday, following another prolonged call with their technical team where I asked if a technician could come to the house and assess the issue and speak to the VM team directly from my home, I was told that I’d have to wait until the 23rd of April for someone to come, at which point I asked to be transferred to the cancellation team only to wait another 40+ mins on hold before giving up as needed to get back to my own work….. the service is absolutely awful. I have now made a formal complaint and will touch base with the regulator too as they are still trying to charge me for the service. I wouldn’t recommend VM…. Something has gone badly wrong with their customer care
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Posted 1 month ago
Virgin media is NOT in the Trinity Center.. It is combined with the 02 shop. Change your website. Contact with this company is almost impossible. Website contact does not work. 150 does not work. After 3 days managed to speak to a human being. Sadly trying to understand their English is very difficult. Asked for a copy of our bill, They sent one, but it was a customer in Birmingham. We live in Surrey. Have tried and tried to change my package,but after explaining it a dozen times, still got nowhere. This company is beyond useless.
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Posted 1 month ago
GET IN TOUCH WITH BOREOAKLTD AND GET YOUR FUNDS RETRIEVAL WITHOUT ANY WORRY
Virgin Media 1 star review on 10th April 2025
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Posted 1 month ago
Stay away worst company ever
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Posted 1 month ago
Virgin Media is rated 1.2 based on 2,361 reviews