Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,386 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,386 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 10th September 2025

Harley

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

103

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Who are these people and how are they still in business? Unbelievably bad. Left Virgin Media for Sky three months ago and we are still being billed. Luckily we stopped our Direct Debit after paying the cut-off bill. Spoke with their desk 3 times (after waiting hours for their 'help' desk to answer) and still haven't found a sign of intelligence. They speak English but do not understand it. Left Virgin Mobile but twice the PAC number they provided was wrong. Will attempt to provide Talk Mobile with the correct one tomorrow. Virgin - More harmful to mental health than any virus!!!!!!!”

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Posted 4 years ago

“don’t be fooled by advertised high speeds. We have their largest 500Mbps package. Every few months it goes down and we get 0-3Mbs, so no function, with “area network” faults, which take 2 weeks+ to fix. Need to wait 30-40 minutes on the phone to get through to customer service, who typically have no clue about anything, as they are not the technical team. This is not a serious company but a complete joke, causing distress in the middle of a pandemic. Stay away. They are simply incompetent.”

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Posted 4 years ago

“Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection. It's a real shame VM is a British company. We've never experienced such an unprofessional business operation.”

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Posted 4 years ago

“shittest interent provider i have come across. go to sky or BT it doesn't matter. at least you won't be treated like you are nothing.”

Helpful Report

Posted 4 years ago

“Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill. Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money. Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded. Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.”

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Posted 4 years ago

“There good at damaging people houses and when you go to make a complaint and claim there tell you we will have this look in to and pay for all the damaged to be fixed but tgat a lie as there never call you back there just lie and say the same everytime you call them just wait another week you will get a call when it comes to that week no call I do not trust them or go with them”

Helpful Report

Posted 4 years ago

“Customer service is the WORST!! I’ve been in touch for a month now and still haven’t been fulfilled. I’m not even asking for alot! Tried to get in contact and they were so bloody rude!! Especially Lucian!! He was argueing back and didn’t even write me a cheque and didn’t explain it for me for what I was being overcharged for! Terrible company don’t go!”

Helpful Report

Posted 4 years ago

“Virgin Media is absolutely the worst company I have dealt with. Having had a broadband contract with them for 5 years (out of convenience and not an outstanding service), I have recently moved houses and decided to give it a go once again because of a good price for what I need at the moment. They were quick to sign a new contract and install the internet in the new place, they even took the old router on the installation day. However, I really struggled to confirm that the old contract is definitely cancelled. The movers team who scheduled installation kept transferring me to new departments and no one ever was there to help. After 3 weeks of repeatedly trying to contact them via the mobile app and the phone I finally reached a lady who advised she’s finally marking my status as ‘moved house’ and I thought it was the end of it. Now, 2 months later Virgin sent me a huge bill for 3 months and after I filed a complaint (not even written by me but automatically produced from the notes created by one of their customer service employees), and before the response to my complaint Virgin started sending me threats that it’s redirected to a debt recovery agency. Needless to say that after another phone call I made to them, of another wasted 40 min, I was informed that the response to my complaint will be sent to... MY OLD ADDRESS. It all happened while I was moving houses having a small baby to take care of, they wasted so much of my precious personal time it’s hard to understand how they are still accepted and used by any customer. It looks like their processes are designed to take money from people and delay stopping invalid payments coming in. They completely ignore the facts and stop customers from showing any proof that Virgin made a mistake. It’s hard not to say that it looks like a large scale scam. It’s absolutely appalling and I’m investigating how to go down the small claims court path. I definitely won’t choose them after my current contract ends and I’m making sure to spread this information amongst all my relatives and friends. ‘Appalling’ is a word not strong enough to describe how ridiculously this company acts.”

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Posted 4 years ago

“Very bad service”

Helpful Report

Posted 4 years ago

“Very bad service”

Helpful Report

Posted 4 years ago

“Promises of fast broadband did not materialise. Often down, impossible to contact anyone. Should have kept my other provider.”

Helpful Report

Posted 4 years ago

“My router was in a boot loop and they wouldn't replace with a new one asking me to update the PPP username and password even though I couldn't get to the admin page because the router kept rebooting!!! Refused to send an engineer even though they should have as per the 24h fix call-out contract. Moved to BT, and now Virgin Media Business require a 3 month written notice for cancellation! Total disgrace of a company. They have not only lost me as a business customer, I've managed to get 3 family member to cancel their home account as well! Disgusting”

Helpful Report

Posted 4 years ago

“they are quick to ask for payment which should not be in the first place, I just paid it because they said it will affect my credit scoring and I will incur penalty. I paid right there and then but when it comes to refund it takes long and comes in a form of check. Worst customer care...”

Helpful Report

Posted 4 years ago

“Virgin Media the worst ever.I'm paying 40£ every month for no internet.i work from home and i need wi-fi for my laptop but there's not evern a chance to use it.I have to use my mobile data and hotspot for my laptop.i don't recommend at all...stay away from Virgin Media.”

Helpful Report

Posted 4 years ago

“Would have given them 0 stars but unfortunately not possible. With their horrendous service and terrible customer experience, Virgin Media are taking a new approach to not letting customers cancel their contract - not answering the phone! Avoid, avoid, avoid!”

Helpful Report

Posted 4 years ago

“Absolute joke for such a big company would never touch them with a barge pole again, moved into my place done a self install no signal phoned to tell them said i hadn't installed it correctly, finally after many calls and time wasted they sent out an engineer who said it hadn't been installed properly by virgin in the pit outside and said someone would return. waited in all day no one showed up so rang customer relations to cancel who finally agreed to cancel at at no cost because of no signal and it not being my fault, a month later get a bill fot £115 rang virgin and they said they clear it but then got another bill for £69, I tryed to ring a few times and just went round in circles, they then hit with missed payments on my credit score which has effected my credit rating so I ended uo paying £69 for nothing and it has still effected my score. Had a lot of problems with them in passed promising a new price then charging more, rude customer service. The only reason they get so much custom is because they have the fastest broadband hope another company gets faster than them so they won't get away with keep doing this to people, my advice people stay well clear.”

Helpful Report

Posted 4 years ago

“My choice of provider was taking a long time to connect me but it was a lot cheaper and suitable enough for me, however to have the internet and phone usable without having to wait more weeks I arranged to have Virgin on a trial basis with the option to cancel within 14 days with no charges, and got them to email me that I would have no charges if I did decided to cancel within 2 weeks, and as my original choice did connect me for no charge I accepted their connection and their cheaper broadband is quicker than the more expensive Virgin Media. Anyway after cancelling within the 2 week trial I have received an email stating when my next payment is due and if not paid by due date may be charged extra [I cancelled my direct debit through my banks online service though you can visit your bank to do so meaning they cannot take the money].The point being that a more frightened customer may have just paid up even though [they] I have had 2 emails stating I would not have to pay anything. Have just contacted them again stating I owe them nothing and will not pay anything whatever, and after a lot of tooing and froing have been asured I will again receive confirmation that I owe them nothing and that my contract is cancelled. Also as others have found contacting them is difficult, no customer service email and unless you are with them expensive phone calls, so I used webchat, but was waiting for an adviser for half an hour, of course it is taking longer because of Covid-19 or this is what they would have you believe.”

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Posted 4 years ago

“virgin media are so desperate they’re sending a letter saying we owe them £10 we aren’t even with virgin anymore & when spoken to customer service even they dont know what it’s for. Stop sending us letters else we’ll be taking you to court for harassment.”

Helpful Report

Posted 4 years ago

“After a year with Virgin I can tell you: DO NOT! * The router provided has very weak WiFi signal * Even using a cable connection to the router, the speeds are APPALLING! I bought into 100Mbps and my download is somewhere around 30Mb and sometimes in the single digits... * Reaching these guys is impossible. No email or chat, so you have to hang high and dry on the phone for hours * The final touch: when I called today to ask not to renew my contract (6-Oct-2020, 10:06, "Emma"): She started blaming my house, the websites I access... I am an engineer of 20 years now but Emma from Billing knows better! Then she offered me a discount - I told her it's actually a negative that they didn't give me their best price until I threatened to leave. She offered a further 5 quid discount :D :D :D I wouldn't take it for free at this point!”

Helpful Report

Posted 4 years ago

“awful. i get high download speed and high upload speed when i do internet tests but when i use my internet it struggles to load netflix makes no sense.”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,386 reviews