Virgin Media Reviews

Name: Virgin Media
Rating: 1.17

1.2 Rating 2,410 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,410 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

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

“I was been told by Naeelah an engineer will come in next four hours, we wait 6 hours no one come out, we call back after 6 hours waiting and Jai said another engineer will come this morning between 8:00 and 12:00 we wait again at home and no one turn up again. The account is flagged two disabled elderly persons leave at the address they doesn't have home line and internet at all the tv is not working and is New Year eve . The most worse company ever , I will stop the contract after someone will call me back for my complaint. I will never ever recommend Virgin Media to anyone else not friends or family for sure. 😡😡😡”

Helpful Report

Posted 3 years ago

“2022 Dec, Virgin Media, *Don't be fooled ,*Dont trust them, *They are liars, *They close your Complaints down without addressing complaints or requests to cancel, * They respond with answers that don't match your complaint to close down complaint as resolved, In order to blinker OFCOM Virgin Media after service and end of contract cancellation process handling doesn't exist. It's not the 1st time either..... No Virgin Media service past 3mths End of contract terminated 3mths prior We have also moved 3mths prior All notified and discussed via phone x5 way back from Sept/Oct Via Virgin Media App multiple times Via Email Via 3x Customer Complaints, cancelling and ending contract, not renewed 🤬 3 x asked what would you like us to do Via Complaints reply Please cancel contract.... Cancel contract....... Cancel cancel cancel cancel cancel cancel cancel +++ Response please talk to our moving home department..... no cancel Response please talk to billing if your struggling to pay..... I've recently received a message Dec to say they are stopping our service.... if I wish to reinstate please call..... This is for previous address 3mths ago You would think finally it's cancelled.... They have listened..... Wrong still trying to charge for Nov- Dec Dec-Jan For previous address They've since requested collection of products.... where from previous address 🤔 They then continue to chase for money for an expired and cancelled contract. They then sell this off to a debt collection company even though you don't owe them anything..... They have fast broadband bit you will pay for it in the long run, Mark my words... It's our 3rd and last time with Virgin Media.... it's also the 2nd time in a row of this incompetent terrible customer service. Having left for a better offer with a competitor again. Having managed multiple multi million service contracts Globally & Nationally. I feel Virgin Media are by far the worst I've ever had dealings with.... Never Recommend again.... Never have again Report to OFCOM & Ombudsman 🤬🤬🤬🤬🤬”

Helpful Report

Posted 3 years ago

“Worst customer service experience I've ever come across. Cancelled my phone and broadband package over a month ago and they continue to charge me. Finally got them to cancel today but they can't confirm whether my refund will be back dated to my original request to cancel. An offshore customer service operation with non English speakers reading standard scripts parrot fashion without any context to the issue at hand over laggy and distorted telephony equipment which is pretty ironic given that Virgin supposed to be a media service provider - what a joke!”

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Posted 3 years ago

“What a pile of poo virgin media I've never known a company like it very rude customer care people...also keep.losing documents etc please people avoid if possible”

Helpful Report

Posted 3 years ago

“Absolute liars! I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January I called and asked if they would be advising my current supplier of the delay so that I wouldn’t be disconnected early and was told they can’t do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date) My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them. I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn’t have a phone line/internet. I agreed and was asked for all my personal information and bank details….. They wanted to credit check me for the FREE dongle! I’d just had a credit check to join them and now they wanted another one! For a free product! These hard searches affect your credit score and to have to have one done for a free product is a joke! As I refused and explained it wasn’t good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal’ date. Surprise surprise, nobody turned up, a whole day wasted! I’ve now told them I don’t want their services no matter what and now I’ve got to wait for them to contact my original provider to verify they won’t be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours. Messed about and lied to for nothing! Disgusting customer service. No wonder they rank so low on here.”

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Posted 3 years ago

“Don’t recommend at all. 7 phone calls 4 engineer visit cancelled and no one understands much of the language. Don’t go with Virgin as a sinking ship.”

Virgin Media 1 star review on 21st December 2022

Helpful Report

Posted 3 years ago

“If you are considering moving to Virgin Media, please read this and all the other scathing reviews online. I cannot stress enough: JUST DO NOT DO IT! STAY AWAY FROM VIRGIN MEDIA; THEY WILL PROMISE THE EARTH AND DELIVER NOTHING. Took out a contract in September and have had nothing but stress. Virgin do not answer texts or emails. I called, emailed and texted the chap who onboarded me in September numerous times. He simply ignored every attempt to contact him. But when he was getting me to sign up: ''Here are my contact details, contact me anytime should you have any questions'' Our instalment date has now been postponed five times. Yesterday an engineer arrived to do the interior work and even he didn't know that the exterior work had not been carried out. I have had 2 calls from people speaking english with such strong overseas accents I could not understand a word that was said. One was a mailbox message which I played to others: no one understood what was being said. I have nothing against overseas workers but they should have at least a basic english pronunciation to be understandable. Today we were told an engineer would come to do the exterior work on 31st December. Then a few hours later someone called to say it would be postponed again until February. Then two minutes later an email arrived saying it would be on 31st December! It seems no department of Virgin media knows what another is doing, and there is a severe lack of information exchanged within the company. My fear is, if this is the state of the service before it is even installed, what would it be like if something were to go wrong??! I will be cancelling my contract, and continue with BT in the hope they have fibre to my door soon. Virgin Media you should be very ashamed. Your service is a disgrace. Take some time to read all your shameful reviews online and do something about the state of your so called 'service'. LIKE MANY PEOPLE HERE ON TRUSTPILOT AND OTHER ONLINE REVIEW PORTALS: I ADVISE ANYONE CONSIDERING USING VIRGIN MEDIA TO STAY AWAY!! UPDATE 20.12.22 After almost 30 minutes on the telephone I have finally just cancelled the contract. Never have I experienced such bad service from a company. The list of inaccuracies and poor service within Virgin is inconceivable. To conclude I can only say: read the reviews, there's a reason Virgin only has 10% 5 star and 61% 1 star, and reiterate what I wrote at the top: STAY AWAY FROM VIRGIN MEDIA; THEY WILL PROMISE THE EARTH AND DELIVER NOTHING.”

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Posted 3 years ago

“Nightmare Gail can t return or wont return a call that she assured me would happen to sort out technical issues experienced at Virgin medias end whilst setting up my new package .Gail assured me not to worry everything will be fixed and to await a call within 24Hrs. This nightmare started 23rd November 2022.To date no phone call.However i have been bombarded with demands for monies by email, text that are not due. I have contacted Virgin media during this process and they are unable to resolve this matter. SHAME ON YOU VIRGIN MEDIA.”

Helpful Report

Posted 3 years ago

“erview Reviews About Virgin Media Reviews 72,055 • Poor TrustScore 2 out of 5 2.1 VERIFIED COMPANY In the Telecommunications service provider category www.virginm edia.com Company activity See all Claimed profile Asks for reviews — positive or negative Pays for extra features Replied to 99% of negative reviews Replies to negative reviews in < 1 week Reviews 2.1 72,055 total 5-star 10% 4-star 6% 3-star 11% 2-star 12% 1-star 61% Chris 2 reviews Rated 1 out of 5 stars I have had 3 appointments cancelled in… I have had 3 appointments cancelled in the last week without warning. Apparently the Last emergency one was never booked. So after 7 days of chasing them for a engineer which equates to 7 days missed work, no TV, Phone or Internet. And thanks to modern technology we can't access the heating in the house without WiFi so we are now at -8 with a baby and unable to do anything about it but freeze! Every time we call to ask whats happening with the engineer they try and move out appointments further away and tell us we never had these appointments booked. We have all the times and dates of the calls but apparently they can't listen to them either to confirm. So some one is talking though a hole in their butt and it ain't us. Absolutely descusting customer service and I wouldn't recommend them to anyone again. From the 8th until the 12th I've called them and been called a liar about my booked appointments. Get Richard to call me so I can give him a ear full!”

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Posted 3 years ago

“Terrible Internet keeps on disconnecting daily I have used other Internet companies and they never disconnect or rarely disconnect compared to virgin”

Helpful Report

Posted 3 years ago

“Took out a deal to start on 26th November 2022 now 6th December,no one at virgin knows where my router is or when its going to be delivered,phoned customer service at least 10 times got through to people who can't speak English,terrible service,I was with them for 10 years no problem,but now all I want is broadband,anybody would think I asking for a( kidney)they tried to give me the number of the delivery company to I could find out myself where the router has gone,appsolutley ridiculous,come on Richard sort out out you firm so other people can get on with there lives instead of sitting on phones for hours and having to bad revues”

Helpful Report

Posted 3 years ago

“I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data! I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!”

Helpful Report

Posted 3 years ago

“Utter criminals 6 months receiving 6Mbps instead of 60 No option to cancel on website, no email for cancellation On phone, retentions department actively ignored all my requests to cancel - total process alone took 2.5hrs Staff were totally unbothered or unsurprised be the situation Refused to provide any regulator or manager information despite legal responsibility Kept me waiting on hold and refused direct answers to questions for over an hour as part of the psychological process to get me to give up trying to cancel Utter criminal mafia - avoid at all costs”

Helpful Report

Posted 3 years ago

“I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke. My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies. I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind. Terrible customer service as well. I switched from BT broadband to virgin. BIG BIG BIG MISTAKE. And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting. And another thing, BT BROADBAND has a much better signal than VIRGIN. With BT I could get a good signal up and down stairs, all over my House I got a good signal. With virgin the signal buffers up the stairs. I would give virgin zero starts if it was possible. I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin. Everything I have said 100 per cent correct. If you go with virgin you will regret it.”

Helpful Report

Posted 3 years ago

“If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic Please anyone thinking of moving to these jokers avoid Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is “I understand” and then carry on as normal Lies lies and more lies. Even have engineers come to house say simple job and personally call If any more delays… again no replies Give dates constantly move then more promises more dates moved Explained with wife in tears need internet to work anything. Kids homework her work from home Was set for early Nov then end nov then mid December then poss mid December Shame on you Virgin I doubt any change as simply don’t care But sure they will say “I understand” Please anyone avoid I promise it’s not worth the difficulty”

Helpful Report

Posted 3 years ago

“Intermittent broadband. Dropouts every hour of every day. And the worst support on the planet.”

Virgin Media 1 star review on 28th November 2022

Helpful Report

Posted 3 years ago

“Was a customer for a long time. Found the service to be reliable in that time. Switched to BT because Virgin would not do a package without TV and it was too expensive. They still charged me after my cancellation date. They explained this by saying they bill in advance and the bill was generated before the disconnection date. I was not warned of this when I went through the cancellation process. They then expected me to wait 40 days to receive a refund by cheque. I complained and was instructed to raise an indemnity claim with my bank. Apparently it is completely impossible to refund me themselves. My advice to anyone leaving Virgin is to cancel your Direct debit as soon as you have paid your final bill as they will absolutely continue to charge you.”

Helpful Report

Posted 3 years ago

“Absolutely terrible customer service. Staff were rude and refused to accept that their engineer failed to arrive saying that was "impossible". The guy basically said that I was lying. Can't wait for my contract to expire so I can leave.”

Helpful Report

Posted 3 years ago

“The Virgin Trap 2 years ago during lockdown we tried to cancel our virgin, we had issues ongoing since the install 2 years prior, after promises and lies, we had enough, we spoke to a chap called Keith, who at the time was working from home (mobile) as most of us were back then, he promised to change our wifi to a more powerful one, and send us out two boosters, from the two main problematic rooms, once the engineer arrived, we soon realised that these promises were Virgin Lies. After months of calls and emails, we started to realise that we were not going to get anywhere, and were told, they don’t give boosters and that we had made this up, and Virgin lied its way out, at this point, we were out of our cooling off, and Virgin Trapped!! Fast forward to 2 weeks ago, after what seemed like a lifetime of rubbish internet, we called again to cancel, This time a chap called Bill gave us all the promises, he advised us to take small business internet, and that this would GUARANTEE us cover the whole house and in EVERY ROOM GARENTEED, it’s a different router and he guaranteed us that we will never call them again with issues (we have this recorded this time, you can trap us once Virgin, but we won’t be trapped twice) Bill even goes on to say, you even get a £100 back if this isn’t the case…. All recorded Virgin. So yesterday the engineer came, a nice chap called Sam, who tells us, he isn’t sure why but the wifi isn’t working in every room (shock horror) he was shocked to hear, that we were given a guarantee but not to worry, as all we need is two booster (arh the old booster promise) we explain that we had been promised these before, he told us that he wasn’t sure what had happened in the past, but this time he was writing up an essay for our case, and we would defiantly get these boosters, We explain we don’t want the wifi as we do not have faith in Virgin and wish to cancel our contract, he tells us, he cant do that, but not to panic, we have a 2 week cooling off period, in that time we will have the boosters and all will be fine….. HERE COME THE VIRGIN TRAP again… Today we called Virgin, as we don’t want to be in the VIRGIN TRAP again, we call and speak Tass who advises us, that we cannot have boosters, we have no Wi-Fi in every room guarantee, no £100 cash back for our inconvenience and worse of all, no cooling off period, we cannot cancel our virgin, we are again in the VIRGIN TRAP, after 84 minutes of being on the phone, being refused a manager call back and being told we cannot make a complaint or cancel, my partner finally got involved in the call and we have now been promised a call back, and advised that they have escalated a compliant, if this happens or not, we will see. A week later and still no call back from anyone!! We call again, this time we are told that a call was logged, but not complaint has been escalated, or they couldn’t see that one has, they can not guarantee a manager call back, but will let the field agent (the con man who sold us this) and let him know haha. The only thing they could confirm, is that we are now tied into a 2 year business agreement!!! That they will ask that a manager call us back, but they cant guarantee. 2 days later, still nothing!! DO NOT DEAL WITH VIRGIN.”

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Posted 3 years ago

“the place to find true incompetence and terrible customer service. My email and webmail have been down since 11 November. each call to customer service is 30 minutes - they can't fix it, and the referrals they make to technical support and the complaints team never come to anything. Dreadful company!”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,410 reviews