Virgin Media Reviews

Name: Virgin Media
Rating: 1.17

1.2 Rating 2,406 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,406 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
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

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

“My 97 yrld mother has been with virgin for 27 years ,September past her tv picture was distorted and jumping up and down called customer service,got someone in India, was told she would have to wait 3 days to see if it settled before she could arrange for engineer to come out,I asked to speak to manger NO he replied and hung up. I called the following day and said I wanted to cancel her tv,phone package, next day a manager called her to see if he could do anything to keep her with company,she said no thanks. 2 days later another manager called her , mum said she would have to call me as I was dealing with the matter,I got a call from a female manager promising me she would get engineer out following day and also reduce price of package, she then said do you think your mother would stay if we do this, as my mother hates changing,get anxious about it, I said yes. Engineer came out couldn't fix it as needed box updated,but none with him,waiting on stock coming in. He emailed his manager to tell him it couldn't be fixed and needed box upgrade,told us will be about 4 weeks. 5 weeks later nothing,I emailed the team, week later no reply,emailed again- nothing. Called the following day to be told there was nothing on notes about new box upgrade. I was not happy, was told he was connecting me to department that would help me, cut me off. Following day I called customer service,nice girl answered, she said I will talk to someone and come back to you,hold line,30 minutes later I hung up and called back, another pleasant girl, she said she would put me through to another department, cut me off again. I called straight back and said I'd had enough and wanted to cancel package, was told my mum would have to pay £240 as she has a contract for 18 months, I told her I was never told my the manager I was on any contract or about £240 cancellation fee, Manager only asked me if she sent engineer and reduced package would my mother be happy to stay, I said yes. She hadn't left at that time and was told nothing about entering a new contract. Have emailed my complaint and waiting on reply, was advised by ombudsman to do this first and see what the outcome is, then I can go back to ombudsman for help. Absolutely shocking the way they treat a 86 yrld lady. They have no evidence of telling me that this was a contract, that was never mentioned. If they had stuck to what they promised about getting the TV picture fixed this would not have happened, 6 weeks later and no new box as promised,rubbish reception and they want £240. That want be happening,will take them to court first. KEEP AWAY FROM VIRGIN MEDIA.”

Helpful Report

Posted 5 years ago

“The customer service at Virgin is a joke it is non-existent . I've raised to complaints in the last month about an amount that they say is outstanding because we are moving.. Virgin say that because we are moving and not completing a contract we have to pay over £140. However they do not provide a service in the area we are moving and therefore they have broken their contract. Nobody has rang me back about the situation and all they do is keep sending me demands for the money. They are by far the worst company I have ever had to deal with”

Helpful Report

Posted 5 years ago

“I would give minus if I could. Been VM customer for years and called for a home move transfer. First my old contract was cancelled days before it should be so no WiFi at all for a couple day!! Then the WiFi would not work on the new home as they mixed up my home move and I was not even able to register a online account to complain as I can not use my existing email!! Then 20 hours call with the worst customer services ever, waiting on phone for 2 hour! Yes I am not being dramatic but exactly 2 hours then got out on hold for another 2 hours!! Then I tried to register for the compensation scheme for my loss of internet, then got hung up straight away on the phone !! This is the ever worst broad band company and whoever in charge should be fired instantly and hire someone to actually try to show some care for your customers otherwise people will leave and you go bust”

Helpful Report

Posted 5 years ago

“Booked for the 16 October and still waiting. Now given date of 24 November. Assured of call from 'manager' for second time but no call. Call centre staff just provide false dates to fob you off. Then they either do nothing or if you're lucky send an email at the last minute to cancel and delay yet again. Call centre are useless and experience to date is appalling. Don't bother unless you are prepared to wait for at least 6 weeks (maybe) after your original date. Also the emails or texts they send you regarding the 'work' they are doing to ensure you are connected are all lies in my experience.”

Helpful Report

Posted 5 years ago

“This is categorically the absolute worse customer experience I have ever had. Virgin offers bundles that include media and mobile. My mobile SIM card was never delivered. I am paying for a service I am not getting. When I speak to the media team, they transfer me to mobile, when I speak to mobile transfer the issue to media. No one takes ownership of the problem. I gave up after 15 hours of trying to get this fixed. Now I will have to pay for the next 18 months for a mobile package that I have not received. Again, absolute worse experience Stay away from this company (or at least from their bundle packages)”

Helpful Report

Posted 5 years ago

“very poor company,internet is terrible, Always going off. time to change to a better privider”

Helpful Report

Posted 5 years ago

“Decided to give Virgin Media one more chance to redeem themselves. As we all know they want to increase our payments almost double. Tried to cancel last wk to no avail due to stroppy Scottish women. Decide today to try to negotiate my my package which was £45. They want to increase it to £83. Got through after 35 mins then anothe 15 mins being transferred to different department then on hold for 10 mins. Sorry she said were having trouble arghhhhhh. Phone me back please. After 20 mins she did . So cost reduced to £61. Fair enough I thought, silly me. I told her my contract ends 22 and November at the beginning. She said £75 DD 22nd November thereafter £61 PM. I asked her when does my new contract start, tday she said. She actually charged me £18 for early exit of existing contract. In shock i said ok. My head is fizzing £18 not a lot but how underhand is that. I'll be taking my 14 days cooking off period but read reviews about that too. Not sure what to do next.”

Helpful Report

Posted 5 years ago

“Just don’t choose them, would happily kick whoever is in charge in the teeth. Absolutely awful (to no) connection with no care for their customers”

Helpful Report

Posted 5 years ago

“Is it not possible for some 'Ombudsman' or something similar to take this shameful company to order. I am in the process of cancelling my account, which to the dirty underhanded ways the company works has been going on for months. I made the mistake of cancelling my DD and are now being hounded by some scabby firm to pay them!! The reason they will not cancel (Virgin) is I cannot remember my password when I signed up about ten years ago. It would seem that any kind of discrepancy and they will refuse to cancel your account. It would seem that Branson has nothing to do with this company and has sold it to the Yanks (stinks of their business practices) but he still gets paid for the use of Virgin and his name.”

Helpful Report

Posted 5 years ago

“Their customer service is a joke. They kept me on hold for over an hour only to put me back on hold again. I wish there was another provider with high speed in my area then i wouldn't be stuck with the crappiness that is virgin. They charge top market prices and don't provide any customer support if there any problems. Which, inevitably, there are. Pants. If you can go with some else, do.”

Helpful Report

Posted 5 years ago

“THIEVES!!! When my contract was finished and I did move out they should pay me refund of 43 pounds. Its was over one year ago, I called them many times and each time they promise me to send the check in two weeks time. Till today I havent got any money back!!! THIEVES!!!”

Helpful Report

Posted 5 years ago

“Absolutely disgusting customer service I have ever complained about the Glasgow retentions department are rude to the point I don’t know how they are still employed by Virgin do not join go with sky the customer service is second to none”

Helpful Report

Posted 5 years ago

“I've had poor service since switching to Virgin. Supposed to be getting at least 100mbs+ on the M200 Fiber package. Average speeds are around 40mbps. Customer service is atrocious. Took 25mins to get passed through to technical who then listened to my issue, said they would investigate and then left me on hold for over half hour. Called back and logged a complaint, was promised a manager callback withing 2-3hrs. No call ever came.”

Helpful Report

Posted 5 years ago

“Terrible service - took me 6 months to be able to cancel a monthly contract. I had to pay for these months that I did not use. The customer service was rude.”

Helpful Report

Posted 5 years ago

“I came on here to tell people how terrible this company is but it seems they already knew and the rating reflects that. If you would like to waste months of your life on the phone to Virgin and listen to 74525938 people telling you different things EACH time, please do join Virgin Media! Alternatively, please stay away! I would prefer to live on an island with no internet for the rest of my life than have to ever deal with them again! More than 2 months ago I started the process for changing the account holder on my account. 2 months and 8745920137 calls later, I have finally cancelled my account with them and I couldn't be happier. I could go into the whole story but they have wasted enough of my time. Stay away people if you value your time and mental health!!”

Helpful Report

Posted 5 years ago

“Got through after half hour on hold, went through usual security check ie password mothers maden name. Spoke to some stroppy Scottish women whe made me go security check again . She told me it was the wrong password. I've used this password for 20 years or so. Refused to acknowledged who I was even though she had my address Date of birth in front of her. I will be canceling my contract next month, should have done it last month as it took me 4 days to spk to someone reg useless set top box.”

Helpful Report

Posted 5 years ago

“Very bad costumer service and totally over priced”

Helpful Report

Posted 5 years ago

“I've had nothing but problems with my wifi for over 4 months, the quickest I have got through to customer services is 40 minutes. They have changed the router ( absolutely no difference) I have made 5 calls with promises of return calls to no avail. This company used to be good and of late it's turned useless. I can't even get through to customer services to cancel my virgin media package so when it comes to renewal on 14 November I will be cancelling my DD. So far they blame everything but themselves. There's plenty of easy ways to upgrade / join etc but try to cancel on line YOU CANT👎”

Helpful Report

Posted 5 years ago

“Absolute disgrace been a customer for 10 years I work in hospitality so worrying times phoned to see if they could help reduce our bill currently pay £94 no movies or sports only offered £18 off Bill 🤬 well bye then sky offering a package £39 Thank you sky”

Helpful Report

Posted 5 years ago

“I moved home and as requested used the online website to sort this out. To move house Virgin have cancelled my account and opened a new account (no idea why). My services have been down Thurs, Fri (move day) and Sat. I needed to spend 3 hours (passed to 5 different staff, hung up on and redialed) on the phone to get my services turned on. Then I have a install date (Tues) even thought my services were live and I moved on the previous Fri. The install via text failed and I have to call virgin, another few hours on the phone, I am currently waiting as I write this. Also I have no idea if they have rolled my contract over at same cost and discounts or not, can not find this info on line account. I have raised a complaint and not had any response. All round dreadful experience and virtually none existent customer service. Its a shame because the product is good (with exception of recent internet drop outs). I have been a customer for 15 years and will be looking to move away as soon as I can reasonable do so.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,406 reviews