Virgin Media Reviews

1.2 Rating 2,100 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,100 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
When the service works, it's OK, but if something goes wrong, it's horrendous. I've been without internet for 7 weeks now. No-one tells me what's happening, and I have had to chase constantly. I've had 4 engineer visits - none seem to know what's going on. I had to wait an extra 2 weeks for a specialist team (outsourced for some unknown reason) to come, because the road needed digging up. They never came, and I wasn't told, so I had to chase again, to find out it was rescheduled for another week's time. Dreadful dreadful service.
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Posted 6 months ago
it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..
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Posted 6 months ago
Hi I've gone back to vm for price only however my first DD hS gone out yesterday I did tell them my pay date was the 8th... also I've have a tech issue no tv since 20th August my engineer is booked for 2nd September is this acceptable??.
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Posted 7 months ago
Constant outages with no help. Automated responses, blatant lies from their customer service team mentioning there's an engineer on site looking at the issues. Postponing fixes of outages constantly. Terrible service, terrible company.
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Posted 7 months ago
READING THE REVIEWS I AM SURPRISED THEY ARE STILL GOING-THEIR CODE OF PRACTICE POINTS ARE, AND ARE VERY NECESSARY TO BECOME AN EMPLOYEE:- 1. ANSWER THE CALLER AFTER THEY HAVE WAITED FOR 20-30MINS - MAYBE 2. MAKE SURE YOU CUT THEM OFF AS OFTEN AS POSSIBLE 3. TALK IN LOW TONES AND NEVER MAKE YOURSELF CLEAR 4. ENSURE THAT YOU NEVER PROVIDE THE SERVICE THEY PAY FOR 5. TAKE MONEY FROM THEIR ACCOUNT THEY DON'T OWE 6. DO NOT SUPPLY ANY ADVICE OR COMMUNICATIONS TO ASSIST 7. ALWAYS KEEP INSINCERELY APOLOGISING 8. BE PROFICIENT IN GASLIGHTING/MAKE THEM REPEAT THEMSELVES 9. HIDE THE PHONE UNDER A PILLOW, PICK IT UP EVERY 20 MINS PRETEND YOU HAVE HEARD ABOUT THE ABYSMAL TREATMENT BY VIRGIN AND PATRONISINGLY SAY, YES, YES, YES TO EVERYTHING 10. KEEP YOUR FINGER CROSSED WHEN YOU ARE LYING TO THEM AS THAT IS OKAY WHEN YOU ARE LYING AS THIS EXONERATES YOU IF YOU CAN COMPLY WITH ALL THIS YOU WILL MAKE A GREAT MEMBER OF THEIR RUBBISH COMPANY
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Posted 7 months ago
We have been with VM for 20+ years. We only pay for Broadband as where we live, we are unable to support the phone line or tv. Therefore, have always paid a lower premium each month JUST for the broadband. However, this year we received communication that our new contract will change to £57 a month. This was a shock as their broadband/TV and phone package is only £34. We contacted to team to ask for our usual premium payment (which we know increases slightly each year), However, we were told the best they can do was £32 a month. We explained that this is not equitable as the package deal is £34 for broadband, tv and phone and we have JUST the broadband as our home does not support the other two features. So we contacted their retention team as to why we will be paying so much for JUST the broadband and why our payment will increase to £57 next year for one feature. We were transferred to ‘others in their team’ saying there is nothing they can do when we finally got through to a manager - we were ‘suddenly’ disconnected. VM does not care about their long term customers. Their services are regularly disrupted - more recently 2/3 days with no email. They are resting on their laurels with the notion as they have 'fast broadband' so their services, customer care, customer satisfaction is less than stellar.
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Posted 7 months ago
HORRIFIC customer service and INFURIATING online system! I have been trying to get a debt removed from my account from 4 years ago for so long now and they are just not understanding my problem at all. I returned their router box to a physical store 4 years ago (employees there said it was fine to do so), but I have been charged with £17 for not returning it for all these years. No-one at virgin seems to understand the problem, offering insulting solutions and sometimes not even believing me! Because it was so many years ago, my account with them has closed so I couldn't pay it off even if I was in the wrong and I needed to! It is also absolutely ridiculous that you need to sign in to fill out a complaints form! It meant that I couldn't do that and complaints were only for customers which makes no sense at all! It took ages to speak to a proper person when phoning up who then did not understand my problem at all and the solution was to send a letter to my old address with the ''solution'' which was quite literally only this: ''Account info --> Account info changed'' Respectfully, what the hell does this even mean? This dept is preventing me from securing a mortgage and I can't even pay it. It is infuriating. I am never ever using any Virgin brand ever again.
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Posted 7 months ago
Awfull customer service, with near forced entry
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Posted 7 months ago
Virgin sold me a broadbandpackage and promised to install on a certain date. As that date approached I tried to call them to confirm it was still OK. After a long time on the phone waiting after using the automated system to get through to the installation department I was told it was another department. They then disconnected me. I started the process all over again and this happened twice more. The next time, I was told the installation could not go ahead as I lived in an area not suitable for broadband. They had sold me a package that they could not give me and then cancelled it without telling me. Next I tried to get them to delete my account as I could still see an active DD mandate against my account and I could still log in on the website. This took a further 1.5 hours and 7 different departments where they said since the account was not active it was the same thing as being deleted. They refused to confirm that they could or would delete any of my personal data in blatant breach of their GDPR responsibilities. AVOID THIS COMPANY AT ALL COSTS
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Posted 7 months ago
Absolutely terrible customer service. Called to cancel was offered a cheaper deal which I accepted but was billed double for 3 months. Loads of calls to customer service whose English was not good and lots of WhatsApps conversations, all complaints ignored. Virgin media has gone totally down hill. Leaving to go with another provider.
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Posted 7 months ago
The horrible company in the world. Keep raising my broadband to huge value and you can never reach their customer sevice line. Even my contract ends still charge me extra 30 days notice. I don't want to have any connection with this company in my life.
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Posted 7 months ago
Absolutely awful. My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.
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Posted 7 months ago
well what a useless shower, I waited in 5 half days, 3 no shows, 2 fails to connect. This is a company process lead, one part in UK one part in Philippines, completely unable to talk anything through as they can't move from scrip, cost me a lot of money and time with no reasonable explanation. Time to get rid of the directors, set up a customer based company, but of course money profit rules, customers are not a priority.
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Posted 7 months ago
Awful ! Avoid ! I just ask for help and because Virgin send me bill with incorrect speed details and they asking me to confirm what speed I got, i said details i see on my last bill. ATIF is member of Virgin refuse help me. They did mistake on my bill and i answer for him what i see on my bill. ATIF told your account blocked 🤦 ATIF , you are very unprofessional,rude and unhelpful. 0 stars if possible
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Posted 7 months ago
I would give them a -1000 if I could. We were with Hyperoptic for 3 years and never had any issues. As soon as we moved to a house with Virgin the problems started. WiFi is 30-50 mbps at best and service is so spotty that I can't believe people actually buy this if they have a choice. You can't get to a human when you want to speak to technical support. It's just endless time wasting with useless help articles and bots.
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Posted 7 months ago
I am a Virgin media customer for over 10 years and the broadband internet as well as customer service is going downhill month after month. The internet connection is the worst in UK. I work in IT and I have never ever see a worst internet connection I have internet outages 2-5 times a month! they take hours to days. The reason for it is the internet box outside the house on the street! Its effecting the entire area. This is a re-accuring issue but after being on the phone for 1 hour and 50 minutes I am still not allowed to cancel the home broadband because of a "clause" that says i need to have a recurring issue within 30 days. Funny I have a recurring issue for years which is clearly recorded on their side May, June, July and now August but still they want to force you to stay with them. They told me I must pay a £165 cancellation fee if I wish to drop out. Well guess what. I will never ever come back to you lot. Disgrace to have you working legally in UK. They have turned off their reviews on facebook for a reason. The technical support used to be 24hours available and after covid19 they stopped that too and you can only reach them during office hours. Nothing about Virgin is appealing anymore. AVOID VIRGIN MEDIA BROADBAND BY ALL COST. GO TO SKY, BT or even better STARLINK @Virgin, please spare me your generic response blaming natural interruptions. And no need to advise me of a status check which doesn't help at all.
Virgin Media 1 star review on 1st August 2023 Virgin Media 1 star review on 1st August 2023
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Posted 7 months ago
I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.
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Posted 7 months ago
Probably the worst broadband service in the world, please avoid at any cost!!! This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem. Avoid if you don't want a big headache!
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Posted 8 months ago
I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done) I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again. They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!) Avoid this company. Avoid it at all costs as I have never had such a shocking time ever! Honestly, I have wasted soo much and too much time with them. (Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
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Posted 8 months ago
PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill. For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING.. **whopping increase of 103.5% to £57.00 per month!** I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?' Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered. i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations. Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin. More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud! The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt! 'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry! The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat. The final question raised was the inconsistency in discounts available between the calls and Virgin employees. 'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !' I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings. In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of. How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'. DISGRACEFUL !!!!!!!!! Date of experience: July 22, 2023
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Posted 8 months ago
Virgin Media is rated 1.2 based on 2,100 reviews