Virgin Media Reviews

1.2 Rating 2,099 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,099 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 25th March 2024
Michael Adams
Virgin Media 1 star review on 24th March 2024
Anonymous
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
36
Anonymous
Anonymous  // 01/01/2019
We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?! However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us. We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact! Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now? They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel! Be safe guys, ask these questions.
Helpful Report
Posted 5 months ago
I've been dealing with persistent issues from Virgin Media for several months now. Despite multiple technician visits, my internet connection remains unreliable and slow. This ongoing problem greatly affects my work and meetings as I primarily work from home. Getting in touch with someone from customer service who can actually resolve the issue has proven to be a daunting task. I've spent hours on hold and spoken to numerous customer service representatives, but all I hear is apologies and a repetition of what I've already explained. If you have hours to spare on the phone or don't require a stable internet connection, Virgin Media might be an option for you.
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Posted 5 months ago
Disappointed!!!!!!!!!! My acc no 800625203 Today morning virgin media took £70 from my bank but my monthly bill is £31 , they took the money without informing me , when I call the customer service they aren't helpful and rude 😑they simply hangup on me . They can take my money buy they can't explain me or give a good reason. Its a biggest scam 😪 taking peoples money without letting them know!! Its a biggest scam for sure !! As a more than 5 years customer i had enough now
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Posted 5 months ago
Honestly - avoid this company at all costs. Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous. When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything. The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising. Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly. Stay well, well, well away from Virgin Media.
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Posted 5 months ago
Dealing with this company loses you the will to live. This is moving house where going through everything the agent just failed to action the move. Then another phone call which took over an hour in total. I am now being bombarded with messages on the return of the equipment whilst I’m still awaiting the packaging. I’m now unsure whether packaging is needed although I have given an address to where it should be sent. I can’t stand the thought of another hour on the phone. Appalling customer service, why is it you just can’t get through and speak with someone without having to go through many selections and ending up with a pre recorded message which just ends as it did with me when I selected billing. I was trying to find out about a £7.50 late payment charge when the bill is always paid by D.D. I’ll live with the charge, not worth pursuing, wrong though
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Posted 6 months ago
Awful customer service Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.
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Posted 6 months ago
This is the rudest, most confusing company I've ever dealth with. First I was supposed to get an email from the person I spoke to on the phone and set up my contract with, regarding my contract and a discount I was supposed ro receive, explaining this. I never got it. Second im trying to install the box I received but there's already a cable in the wall which I need to replace. I called for help, but it took me 10 minutes to go through the ridiculous options in the menu to finally have the right department. When I spoke to someone there was so much background noise I couldn't hear them. She reassured me she could hear me, which obviously doesn't matter if I cant hear HER. She asked me confusing questions i had no idea what she was talking about. Literally all I want to know is how to replace the cable in the wall. When I got confused and asked her what she meant, she told me to look up the contract. I did. She asked for specific information and I told her I didn't understand her, as this is not my first language. I kept asking for her to repeat her question or maybe explain in a different way. She hung up. Absolutely appaled by the customer service, the unprofessional attitude and lack of help.
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Posted 6 months ago
Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use. We are moving to Plusnet where we get 500mb for £35 per month. We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023. Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules. Avoid Virgin, they are expensive, dishonest and do not play by the rules.
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Posted 6 months ago
What a joke. No service. Issues constantly. Aloe speeds. We need to get out of any contact ASAP
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Posted 6 months ago
I placed an order on 25 August. Account number: 347490703 Area reference: 03 It took 5 visits for almost a month which I had to attend and have time off work for them to find out my flat is not serviceable. After the first visit the technician said there is no signal in the cable and left. There was no follow up from Virgin so I had to call them to see what's wrong. I was scheduled for a second appointment on the 12th of September. Subsequently the appointment got postponed for the 16th. I called to see if everything was fine and they said there should be one extra appointment prior to 16th for a survey which will happen on the 11th and I for sure need to attend. I was home on the 11th but nobody came. On the 12th I got a call from a technician asking if I was home!!! I called multiple times each for 45min to coordinate them as they looked completely unaware of what's going on. The appointment on 16th got postponed for 22nd and a servey happened on 20th September. I was told multiple times not to worry that I will be installed with working internet service on the 22nd. On the 22nd after one more morning off work the technician came, this time stayed for 1.5h talked to his boss and decided they cannot be bothered investigating further declaring my address non serviceable. I was recommended to find a different provider.
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Posted 6 months ago
1) my virgin media contract with you finished on 17 Aug 2023 you have charged me to end of August and you worked out your own price. Your service was disconnected on 14 Aug 2023. You were advised to take your modem; tv box; remote and wiring. Then you provided a box and everything given at O2 shop Lombardy parade Uxbridge road UB3. on 28Aug 2023 and receipt obtained by me. You keep sending reminder for your kit. I have tried to send you image of receipt but I find no way of doing that. Only option you given me is that I should give you a date for some to collect your kit. Cannot you ask if I have returned kit I should send you a copy. On whatapp you ask multiple question for long time then I have to listen to recorded messages for long time, then you are very busy. Same thing happens om mobile phone.
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Posted 6 months ago
Embarrassed and judged by a call handler when asking for an extension as an ongoing health problem has hospitalized me again. Was told that my illness is just an excuse not to pay. I feel totally disrespected. It has taken over 8hours on hold over 3 days to speak to someone to be met with that. Shameful!
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Posted 6 months ago
Such a joke! Outages left right centre. Very slow speed.
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Posted 6 months ago
No telephone support.
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Posted 6 months ago
We have been with virgin media for a long time but the quality of service in the last year has been abysmal. In the last 9 months we have lost our landline and broadband 3 times. Each time we have lost service for several days and have to navigate the offshore call centre who are not empowered to do anything other than put you on 24 hour monitoring to confirm if you have a problem. After this or multiple 24 hour monitoring periods they will agree to book an engineer but the earliest appointment at the moment is 3 days away. So assuming it actually gets resolved on Tuesday it will have been 5 days. The issue this time was that Virgin engineers came to connect a property 2 doors down and wrecked our connection. Knowing this they left the site without repairing it. They said the wiring in the street was a complete mess and they didn’t know what to do! So we go to the back of the queue spending hours chasing call centre staff to get an appointment. In the meantime we can’t work from home, our kids can’t do their homework and everything else in the house that relies on broadband is broken. There is a standing joke at my work about the state of my broadband. I am fed up defending virgin, I would not recommend them to anyone considering a new broadband provider. When it is working it is some of the fastest broadband available but stability of the service and response when things go wrong are far more important. I doubt very much that I am getting anywhere near the speeds I am paying for on average anyway. If you are considering moving to virgin I would think very carefully about whether your existing supplier is reliable first and what their customer service is like.
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Posted 6 months ago
My experience with this company's customer service has been extremely disappointing. I found their service to be terrible. I had to make a staggering 20 phone calls just to inquire about the status of my refund. To make matters worse, even after patiently waiting for two long months, I still had not received my refund. They said it would take more than 30 days to get the refund vai post.
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Posted 6 months ago
The worst. Stole my money. Deny any offer of compensation. I have email proof. I have been promised the cheque. Who uses cheques now days. Never appeared Terrible WiFi even worse customer service. Left in May still waiting for my money and some compensation for the appalling manner I have been treated
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Posted 6 months ago
oh my god oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself.. so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE, one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help. YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind Date of experience: September 12, 2023
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Posted 6 months ago
Please do not use them, they are little shives, they increase prices over time and very rude people, they also give you a few weeks good internet after that it will slow down, they know what’s the problem but they wast your time and they are not helpful, everytime if the contract ends they increase the prices instead of looking after you after staying with them, do not use them they are not a good company,
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Posted 6 months ago
Worst customer service ever. Increased the contract price which led me to request cancellation of package. I was on hold for 2 hours then asked to go to online chat where it's an additional 2 hours wait time after which it automatically disconnects. There is no email id for customer support. Ridiculous.
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Posted 6 months ago
Virgin Media is rated 1.2 based on 2,099 reviews