Virgin Media Reviews

1.2 Rating 2,089 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,089 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 6th March 2024
Anonymous
Virgin Media 1 star review on 31st January 2024
Anonymous
Virgin Media 1 star review on 15th November 2023
SamB3711
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
34
Anonymous
Anonymous  // 01/01/2019
I am reaching out to voice my concerns regarding a recent experience with Virgin Media, where I feel I was not only misled during the sale but also faced with an unhelpful response from your team thereafter. Initially, I sought a broadband-only package, a request that was denied with the assertion that only comprehensive packages were available—a statement that has since proven untrue. Subsequent interactions, especially as my contract neared its conclusion, further exemplified the lack of customer care. Offers made over the phone did not match the more competitive deals found on your own website. When I pointed this discrepancy out, the representative insinuated that I was mistaken, an accusation that was both unprofessional and unfounded. Efforts to escalate my concerns to management were met with promises of a callback within 3-5 days, a response time that I find unacceptable and indicative of a broader disregard for customer satisfaction. Moreover, my request to review call records from my initial sales conversation was dismissed, with the explanation that recordings are only retained for six months—an all-too-convenient policy that precludes accountability. My subsequent calls to your customer service department have been equally frustrating. The first representative displayed a clear disinterest in retaining my business, and the second, while perhaps more sympathetic, cited system limitations as a barrier to assisting me further. Requests to speak directly with a manager were deflected, reinforcing my impression that Virgin Media prioritizes neither its customers' experiences nor their feedback. This series of interactions has left me feeling undervalued as a long-standing customer. It is disheartening to witness a company that appears more concerned with profit than with providing genuine service or rectifying its mistakes. For those seeking reliable customer service, I must, based on my experience, advise looking beyond Virgin Media.
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Posted 15 hours ago
Worst customer service and organisation I have ever dealt with. Because of them, I am without internet since the 1st March and Virgin seem to be incapable of organising my install. My latest update is now 2nd April and it is just excuse after excuse. 'They couldn't organise a p**s up in a brewery' - that is normally said as a joke but I honestly think they would struggle. If you are reading this, please stay away from this useless company.
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Posted 17 hours ago
Internet Ok but absolutely greedy company, were decided to pay 22£ monthly, just received an email that we increased our annual price,Same things happened last year,one of there manager was telling (no metter what will happened our price remains same untill end of your contract). Dodgy Company, Deceive me twice.
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Posted 4 days ago
Do not recommend using them !!! Can you imagine, in autumn I have signed 18-month contract with fix monthly charge and guess what - 4 month later they are increasing prices and you got no right to cancel it even you cannot afford to pay new price! Please run as far as possible from them as you can get much cheaper broadband and with proper contracts that got no surprises!
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Posted 4 days ago
Been trying to cancel using dares on my contract sent by them but there excuse us the dates on my contract are wrong and are using their own made up ones .given heard of legally binding contracts then I would suggest all customers download the contract online ,you might just need it.
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Posted 4 days ago
Worst provider ever! You wait for hours when you call them about a problem (never something good) and they never fix it.
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Posted 6 days ago
Toxic criminals,8 months ago my elderly parents subscription expired was£99 ,so rather then telling a loyal 15+ year customer they choice to double the price to &188 adding Unwanted pay preview channels like Liverpool fc I honestly don’t know how they sleep at night, but that’s naive they don’t care
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Posted 1 week ago
I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is ‘for new customers only’ with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.
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Posted 1 week ago
Well what can I say this is typical virgin media, I had sales agent visit my home offering me 1 gig broadband which I was interested in at time however what I was promised was never delivered. I had to constantly contact the sales agent dean roe who kept making excuses. I was never told of the pro-rata billing and what’s worse, when I contacted virgin to get it resolved I found out I was sold on a tv package that I never agreed to. I cancelled and they said I owe them £600! Good luck trying to get that from me as it won’t happen. Virgin media is the worse company of them all and I would avoid. I’ll stick with Starlink as at least I know what I’m paying for and I’m not contracted.
Virgin Media 1 star review on 6th March 2024
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Posted 1 week ago
I don't know why they make everything so difficult, every time I need a VAT invoice, I have to jump through hoops and speak to 5+ different people before I get them, it's just not necessary and wastes everyone's time.
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Posted 1 week ago
14 years ive been with virgin media yes had some problems but very happy we moved house during lockdown and no problem coming and setting up our service
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Posted 2 weeks ago
Compleat rip off Took out internet with virgin which was advertised as no installation fee they then tried to charge me £80 for installation, when I contacted them I could only get through to a Indian call center who were extremely unhelpful. Eventually I made a complaint ant they removed the installation fee but thry refused to send me a correct bill and insisted I had to pay the bill that was originallyvsentv (that included the installation fee) then they would remove the amount from a later bill but would not put anything in wrighting. Then they added a late fee charge into the bill because they refused to send the correct bill
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Posted 2 weeks ago
I don't know why it's taken me so long to actually leave a review for Virgin Media considering the 2 times I've used their services, it had bwen the worst and ALL the times I have spoken to their customer service support staff, they're either rude, nonchalant or unapologetic. I believe it's a reflection of the actual company itself. How a big global company can have a 1 star review from 65% of their customers and only 9% of cuatomers of the rest gave 5* to the technicians alone, and still be running is beyond me. After my bad experience with the broadband in 2019, I thought to give them a try again after moving homes and they were practically supposed to be the fastest BB in the area, and it was more of a case of being left with no choice. The installation process was fine, but the BB was extremely slow or barely working in some cases, and the free sim that cane with the package did not even work at all. After the 1st year, I called at the beginning of October to cancel my subscription with them, and the lady I spoke to over the phone mentioned that the last bill I received will be my last bill simply because I pay in advance. She instructed to cancel the direct debit once the last payment has been made, which I did. She also mentioned any other bill after that I should not worry about as this usually comes but gets cancelled out as I had called in time to cancel the subscription. A bill came in November that was more than usual bill, and a lover one in December (2 months after cancellation). The last bill was sent on the 8th of December, for paent on the 28th of December 2022. Unbeknownst to me that Virgin had added to my record that I missed a payment in November and defaulted the december bill also, on the 12th of December 2022. All the while, when my credit score went down in Jan 2023, I thought it was due to using my credit card a lot over Christmas. After a year of actively trying to build my credit back to excellent from poor, and absolutely no progress was made, I decided to look deeper into what was affecting my credit, and it turns out Virgin had added to my record that I missed a payment in November and defaulted the december bill. How do you default a bill on the 12th of December, it was sent on the 8th of December for payment by the 28th of December. Over a year down the line, when I realised this, I gave them a call, they are telling me this bill was generated because Virgin was not able to close down my account and cancel the subscription when I requested for it, the said because they were transferring the landline number to the new provider, they were not able to cancel the subscription, which was not communicated to be in anyway, this then generated a new bill and I'm expected to pay it Who gets a bill from an old provider 2 months later with no explanation, no calls, no emails, no text, nothing. And, when I have called to speak to them, all they can explain is that there's nothing they can do, it was my final bill, generated because they did not cancel the subscription when they were meant to, and I am to pay a bill that was generated by them. There was absolutely no apologies, the phone call was disconnected multiple times, ai was on the phone for over 2hrs and there was absolutely no sokution offered for an inconvenience that they have caused that's affecting my livelihood and my children's. I have several friends that have encountered exactly the same thing from Virgin Media and have left their credit in a really bad state, they have faced no consequences and continue to run as a global company. This is atrocious, Virgin Media should not be allowed to bully normal vililians into paying they're trying to scam off them, all because they're able to mess up your name and your credit, they should not be trading as a company at all.
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Posted 2 weeks ago
AVOID THIS SERVICES. Specially if you need it for.work. me and my Co-workers got totally compromised for they lack of professionalism. I would never recommend toa friend or family member or anybody.
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Posted 2 weeks ago
Shocking. You can't even talk to anyone, all the time there are issues with the tv. So bad!
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Posted 2 weeks ago
Very bad customer service, taking a lot more money every month from my agreement.. I will never recommend to anyone ever!!!
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Posted 2 weeks ago
Do not use. Appalling company. Useless customer service. Make promises they do not keep. Run away and find someone else!!!
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Posted 3 weeks ago
I've only given one star because I can't leave 0. When my father died 4 years ago we spoke to the bereavement team to inform them and was told if we cancelled we would loose the number that they have had for 60 years. My mum was so anxious over any change we just stayed, a decision we have regretted ever since. Virgin Media have been calling mum consistently for months and she has been saying that she doesn't understand what they are saying and could they put it in writing, no letter has ever arrived. In January when I rang her she was so upset as she hasn't been able to make any outgoing calls, she is 89 and lives alone. Virgin had switched her to digital without us knowing. We have tried in vain to speak to someone at Virgin and finally after hours and hours of my poor husbands time we finally spoke to someone who told us we needed to log into the Virgin Media account that was in dad's name and only he knows the password!!! She finished with "If you can't get into your account I can't help you". Left with no options we transferred her over to BT and as soon as we stopped the standing order and wrote to them telling them we were doing so they finally contacted us. Angry, disgusted and exasperated are just a few descriptive words I can conjure up. I hope we never have to deal with this company ever again and the only good thing that has come out of it is that as my mum was forced to take a new number Virgin Media will no longer be able to harass her!
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Posted 3 weeks ago
value of money, speed stable and super fast
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Posted 3 weeks ago
Very poor service, only being ignored no WiFi ,no help from their teams - wouldn’t recommend to anyone - cable disconnected for two weeks now - useless
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Posted 3 weeks ago
Virgin Media is rated 1.2 based on 2,089 reviews