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

“Internet down 3 times in paSt 7 wks.It's alrite having the fastest broadband but when it never works.Half an hour on to customerect service til I gave up and no direct email to customer service worst experience ever.Just do your job and provide a reliable service and answer your phone's.”

Helpful Report

Posted 5 years ago

“Account Number : 718322801 First of all I would like to mention that I m very upset with your services this morning I called (My call time was 10.02) up to speak to one of your customer service And your colleague was extremely rude and didnt want to listen to me and refused to divert my call to manager on duty. I couldn’t remember the name of the agent but someone called abhishek transferred my call. I received attached letter dated on 12th June 2020. I called up straight away and paid the outstanding balance I am not sure what has happened with the direct debit but I had enough balance to pay The bills. I explained and one of your colleague set the direct debit and now I hv received an email saying that there will b late payment charges on my account. I have proof of balance and many direct debit goes from my account if thepayment hasn’t gone through that’s mean your colleague failed to set the direct debit previously. In this case I can’t call you every month and check if my direct debit has gone through or not however I called up after the email and that agent was extremely rudeeeeeeeeeeeeeeeeeeeee the rudest person (agent from cancellation department)I have ever spoke he needs loads of training on customers services. I have also attached the proof of refusing the call. He also suggested me to cancel the contract and didn’t feel sorry at all to see a customer leaving.When I requested to speak to someone else he refused and said we don’t have manager on duty I m the only in charge. If he had difficulty to solve the problem he should have taken help from someone else’s thatcher than suggesting leave us.”

Helpful Report

Posted 5 years ago

“Very poor customer service. 2 times left me hanging online with slow responses. To addition to that very incompetent. ( i had a chat Kishore and Deepika). When asked if they can honour my loyalty and offer a good deal for a same price (instead of going up as usually virgin likes) they try to charge me from 32 to 64 pound package. Very slow response (sorry lock down finished). And at the end when i was fed up and asked to cancel, and then without saying anything else they just put me on hold for hours. After 3 hours waiting and trying explain issue to them online, I called service and had my solution.”

Helpful Report

Posted 5 years ago

“Worst company and customer service in the history of companies! Utterly terrible!”

Helpful Report

Posted 5 years ago

“This company tried to charge me £55.04 almost a year after I had closed my account with them and paid off the final bill.They claimed that I hadn't given them the 30 days notice that you have to give them when you want to cancel with them, so because of this they had been forced to generate another bill.I was threatened with debt collectors coming after me if I didn't pay up and they had the cheek to ask me if I was pleased with their service.Avoid using them at all costs is my advice.”

Helpful Report

Posted 5 years ago

“It is basically impossible to get in contact with their customer service. Call centres in India that are useless. The only way to contact them is by post to their Swansea address: even then expect to write a number of letters before you get a response. Best to send recorded letter if important. Only a month left: don't care if new provider costs more. Went for the cheapest option: yes I regret that!”

Helpful Report

Posted 5 years ago

“Utterly useless in preventing fraud on landlines they want to charge over £50 a year for call baring and caller rejection its probably cheaper to be a fraud victim than to use their services . They will be getting the order of the boot shortly they have no respect for long standing customers and no sense of responsibility what so ever that their provided service is being used by criminals.”

Helpful Report

Posted 5 years ago

“Worst customer service ever. It is time-consuming, it takes you the whole day waiting for their chat response. But they are not going to wait for you as they will auto close the chat every 30min if you're not there right at the moment an agent shows up. Then you will need to answer everything all over again. Worst experience ever. The assisting agent that was talking to me (Joel) is impolite, not supportive, and not helpful at all. He is worst than a machine.”

Helpful Report

Posted 5 years ago

“The company that told me that during co.vid i could not cancel my policy. Id lost my job and now owe them hundreds. Have asked for a senior manager to phone me numerous amount of time in the 6 months. Still no call”

Helpful Report

Posted 5 years ago

“Beware rogue trader offering great deals, when instalation is complete unable to contact the agent ad package is not what was promised. Called virgin customer service who say nothing on the account to confirm package. When they say we'll credit your account to get you on board don't believe a word. Also we'll add sky movie for 3 months,don't believe!. Speed in violation of contract so I'll consider return equipment and cancel DD if I don't get satisfaction.”

Helpful Report

Posted 5 years ago

“Avoid like the plague, been waiting since November 2019 for a refund, been told lots of times that it has been processed but still waiting, wasted hours on the phone getting moved around and just get cut off time and time again, shocking way to treat customers, wouldn't have it if they paid me”

Helpful Report

Posted 5 years ago

“the worst customer service I have ever encountered and they're rip off merchants. I had to pay a late fee due to their incompetence in not processing my cancellation. If it was free, I wouldn't have it”

Helpful Report

Posted 5 years ago

“What went wrong? Absolutley everything in every way possible! Service has continually being dropping out daily several times, every time a fault is reported you get fobbed off to different departments or cut off by a member of Virgin Media staff. When you do eventually get through on the phones you are spoken to like an idiot and I was called a liar and told no issues have been reported. The only time you are listened to or treated with respect is when they want to sell you more. This service overall is a pile of s***, overpriced, terrible customer service and an absolute joke to deal with. PLEASE save your time & money and choose another provider. I would give this a minus rating if possible.”

Helpful Report

Posted 5 years ago

“Truly shocking customer service. From being promised that my contract has been renewed at a discounted rate - only to get billed twice in the renewal month, to customer service agents who hang up when they can't resolve your issue. Even worse I have had two incidents of customer service agents telling me they had applied a refund, only to get charged the full amount again the following month. If you value your sanity - AVOID”

Helpful Report

Posted 5 years ago

“Frustrating service with no customer support. Certainly not worth for what we pay for especially if you need broadband to work from home. It won’t work when you need it most!”

Helpful Report

Posted 5 years ago

“I gave this company one star because there is no option to give no stars. Virgin Media have left an 85 year old lady who lives alone without a phone for the last 5 days during a Covid pandemic.In March she went to live with her brother and sister in law during the Covid Lockdown period and unfortunately her phone bill was overlooked resulting in disconnection. Her brother and sister in law (who live several hundred miles away) are in their 80s themselves, and have their own serious health issues.Now that lockdown restrictions have eased it was time for the elderly lady to return to her own home. But despite paying the bill as soon as the error was realised, numerous calls (with multiple departments including customer service and their press office), hours and hours spent on hold and then explaining the same thing over and over again, and multiple promises to reconnect - ranging in duration from 2 hours to 74 hours - the phone is still disconnected. This vulnerable old lady is on her own. She doesn't have a mobile - many 85 year olds don't- and has no way of contacting the outside world. Virgin have now decided that an engineer is required (it is a week today since my first communication with Virgin about this and at no point has anyone mentioned an engineer) and have made an appointment for Thursday (today is Tuesday). I live over 200 miles away from my aunt and she has no family close. Her one friend is shielding. There is no-one to tell her what is happening. And do Virgin give a toss? No. According to them it is being treated as an emergency! An emergency created by them! An emergency that could have so easily been resolved. And emergency that has caused unmeasurable and unnecessary stress. This is inexcusable.”

Helpful Report

Posted 5 years ago

“No matter how many times you call to cancel your account the ladies in Philippines tell you its closed then just ignore you. And never actually close your account and keep billing you. Appsolute joke! I used to like virgin, however I would never use thier procuts again!”

Helpful Report

Posted 5 years ago

“Warning Cancel the DD with your bank before cancel with Virgin I gave the 30 days notice to cancel, they cut it off 30 days later and 37 days after canceling they are Direct debits and are uncontactable on phone after waiting 30 mins, their whatsapp service is just automated and no use”

Helpful Report

Posted 5 years ago

“I did call them many times regarding my slow speed issues, they asked me to reset the router and I did so but having the same problem. they said they can't improve my speed even I am supposed to have 100mbps and now having between 2mbps to 20mbps the speed is up and down all the time. I also did request with them to send an engineer at home when convenient and fix the issue but they refused to do so saying they can not see their device fault. Then I told them I am not happy with the service and request to cancel my contract but they said I have to pay early termination charge. I am suffering from the last five months with this issue and facing mental torcher. Thank you.”

Helpful Report

Posted 5 years ago

“Intermittent internet issues throughout the day, awful customer service and overall literal garbage company. Potential new customers steer clear of VM.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,406 reviews