Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,370 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,370 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 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

Virgin Media 1 star review on 17th April 2025

Rianna

101

Anonymous

Anonymous // 01/01/2019

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

“Poor customer service been with them for past few years , do not bother to make the customers happy . I had no connection for few months , they do not send a engineer out . Paying £45 per month for no internet?”

Helpful Report

Posted 6 years ago

“Hi Everybody Just to let you know how bad the customer service is with Virgin Media. They are bloody thieves. For four years, they have been stealing my money. They promise you your package is only going to cost you £48.00 but you actually pay £54.00 for the first 6 months and then it goes up to £62.00. 6 months later, it goes up to £92.00. All this without even a change in service or better service for that matter!! I recently tried to cancel my contract when they told me there is a balance on my account so they cannot cancel the contract. Two weeks later I cleared all the balance on my account to nil and asked them to cancel my contract. They guy I was talking to was insisting that he could get me a better deal and because I had already ordered a package from Sky, I told him to cancel the contract and if I'm interested, I'll call back. I never called back but two weeks later, I received a bill for £152.00"". I called them to ask the reason for this, they said it was because I had renewed my contract. So how much was I supposed to be paying for a month? £204.00??? I asked them to cancel the contract altogether and the girl I was talking kept arguing that I have a better package and that i should keep it and I kept telling her to cancel the contract and she kept going on about the better contract. I had to shout at her to cancel the contract and then I was told it was all cancelled and that I had nothing to pay and they will send me a bag to send my virgin box back. That was on the 13/12/18. They actually sent the bag on the 20/01/19 and on the24/01/19 I got a text saying they have received the box and they will credit my account with the deposit money which was £109.00. Today someone called me and she said I owe Virgin £34.33 and when I enquired about the deposit money, she said it has not been credited to my account. I then requested to speak to the manager and this woman got on the phone telling me I agreed to renew my contract and therefore ran a bill of £157.00 and after crediting the £109.00, she can give me a credit of £10.00 and I was still left with £34.33 to pay to Virgin. There's a discrepancy of £3.67 already. Two different people say two different things about the same package and they cannot even get the figures right. Which part of "cancel the contract" do they not understand? On top of this they send me a letter saying I have breached their contract and that I should order to cancel their contract 30 days before it is actually cancelled!!! 30 days for them to charge you another £200!! If big companies like Virgin have started stealing from little people like me, what are the small companies going to do? Is this how the Great "Virgin" operates? by stealing???? What a shame!!!”

Helpful Report

Posted 6 years ago

“Your service is rubbish! Service is a joke! Left with a so called a bit of provider? I run a business, if the staff so called as yourself worked for me they would be gone!”

Helpful Report

Posted 6 years ago

“Absolutely disgusting customer services, complaints were disregaurded, false promises and rectifications to issues by both advisors and management alike. One star only given as no option for zero”

Helpful Report

Posted 6 years ago

“I have been with virgin media for over 3 years during that time I have yet to experience good wifi service, more recently my landline has been down, I organised a visit from an engineer he called cartied out an assessment and said the cable outside the house was broken and needed rewiring and that I would be contacted to know when this would take place. 2 weeks later and still no landline, I contacted virgin myself, I am told they have no record of the visit and despite me reading the information left by the engineer we need to start from the beginning, I need to sit at home waiting for visit despite knowing the problem is outside the house. There is no way I can send them copy of the note left by engineer. She ends call saying she will get manager to call.... of course noone calls. I think these companies are relaxed because they get paid by direct debit so they dont need to worry about customer service. I am paying right now for no service...how is that right?”

Helpful Report

Posted 6 years ago

“I have called Virgin media twice to cancel my contract cause the price shot up astronomically. Each time I have had to wait for a long time to speak to someone and when I did the over 10 minute conversation is Virgin harassing and bullying me into staying. I end up relenting each time. I just sa to leave the service and not to be made to feel like a child who does not know what I want.”

Helpful Report

Posted 6 years ago

“been redirected from each operator like 4 times and had to explain situation again and again. already like 2 hours on the phone. terrible customer service!!! cant sort thing out with them!!!!!”

Helpful Report

Posted 6 years ago

“Without any notice virgin media increased my price plan, when I contacted the customer service after 45 minutes long wait, the guy without any greeting asked about my problems and after 5 minutes discussion with no help he put me on hold for more than 50 minutes and the phone disconnected. I tried many times but same thing happened..... I don’t know what I have to do...I really want to cancel my account...time is very precious and I am not able to be on the phone all day...compare virgin Media prices with other providers is very expensive with bad service....and I feel myself very unlucky that I chose virgin Media.”

Helpful Report

Posted 6 years ago

“I've spoken with Virginmedia Broadband today and had the rude staff member saying "we're not a charity" only because I pointed out that I'm not using Weekend Talk (I don't own a telephone) and don't want to use TV, but would only like to keep Broadband services. Instead of signalling that she understood what I was saying she rattled down her rude text, including the "we're not a charity". Who trains these people is beyond my understanding. Of course I would inquire about a discount if I don't own a phone and don't want to watch TV, if broadband providers are charging more than a third less than what I'm being charged right now. In summary: RUDE STAFF with an attitude.”

Helpful Report

Posted 6 years ago

“All the situation is getting me frustrated! The end of my contract was soon. I called and I said if you keep the same amount of money and the speed I keep if not I am out. They update the contract without my permission and they downgraded the speed! WTF!”

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Posted 6 years ago

“Everything you could mees up you messed up that’s what went wrong terrible company terrible customer service absolute shambles !!! Virgin Midia do one!!!!!!!!”

Helpful Report

Posted 6 years ago

“virgin media has been the worst provider I had in several years, took ages to install and extra charges on the way out. one of the agents was rude and pointless. i would never comeback to use your services and i will tell everyone everywhere what you did to me. those lies over the phone weren't necessary at all.”

Helpful Report

Posted 6 years ago

“Very bad service No help You have switchd off my broadband I have paid my Bills No help and rude man in customer service I'll change this There are many others companies”

Helpful Report

Posted 6 years ago

“Vergin are criminals you ask them to remove your card details after trying to rip me off and now refuse thear for are committed to fraud in my eys go els wear wear you are respected and not like you are dog muck on thear shoes”

Helpful Report

Posted 6 years ago

“constant broadband problems, tech support only interested in telling me to turn it off and on again. Left and when to talk talk for half the cost.”

Helpful Report

Posted 6 years ago

“Heap of horse poo”

Helpful Report

Posted 6 years ago

“Not for the first time virgin media staff hang up just because they can't get their way. I called customer services at verging media in early December 2018 and agreed a payment plan throughout Christmas and new year. As agreed the first payment gone through, but the 2nd payment they said it wasn't enough or I'll be disconnected. I explained my monthly bill is £89 and my two payments come to £110. I wasn't happy as we've agreed on this. Furthermore I have a credit limit of £280 and I was only £90 out of that was outstanding so I have plenty left on my credit. The lady I was speaking with with the surname of Vincent decided I shouldn't be defending myself (politely) and hang up on me. It takes average 15 minutes to get through again which I painfully did. The man I spoke with in my 2nd conversation with the name of Ali absolutely denied I was hang up on and assured me it was a mistake. It wasn't a mistake because they do it quite often in my experience dealing with customer service at virgin. When I tried to raise a complaint to make sure for their benefit not to be repeated with future customers, but surprisingly Ali would not accept the complaint and refused at a point blank to put me through to a manager in order to cover up for Mrs Vincent. To my frustration I asked Ali to terminate my contract, and I would like to speak to the right department, but the response was even more shambolic than brexit.. He said I can't put you through!!!!!! I said why? Then he said because his manager is not available. At that point I couldn't raise a complaint, neither able to terminate my contract. Before I gave up on the will to live, I told Ali I'm not recording this conversation and asked him how many people work in the termination dept? More than one (manager!)? He said yes. So I said could you put me through please? He was still desperately trying to put me off, than after almost 15 minutes later he put me through. I was given an apology but my main target was to make sure that Mrs Vincent in the collection dept does not hang up on customers again. 2hrs later my Internet stopped working which I thought was very strange, so I called virgin media again and was informed an engineer will come over on a few days time. Which I found unreasonable because without Internet I'm totally paralysed at home,and then an engineer came over and changed my box. Next day i called virgin media to change my wifi password, and was told I must have a laptop or there's no way I'm able to change my WiFi password. Which I found surprisingly bad. Anyway then I was told an engineer must come over to make sure my Internet is working properly, which I said it's now working perfectly fine as only yesterday I had an engineer over to fix it, but amazingly I was told they must another engineer!!! I said what for? It was only yesterday I had an engineer, then was told they must send another one, and therefore I must take more time off work to await the arrival of the 2nd engineer. All I can say is this company is highly incompetent, from the waiting time, rude staff, and its even difficult to understand what they are saying sometimes. I would go on a two weeks holiday in Afghanistan than dealing with bunch of idiots at virgin media. And they're not cheap either. I'm not even full house and paying almost £90 every month. Absolutely no respect to their customer. Really horrible people to deal with. Yuk”

Helpful Report

Posted 6 years ago

“Broadband speed is OK but customer service is poor. I actually had to complain through regulators to get a proper compensation for the downtime. Also, Superhub 3.0 is a terrible terrible router. I have to use it as a modem and use an Asus AC3200 to make my connection reliable. The worst thing though is that they're more interested in signing up new customers with better offers than with retaining existing customers. My Vivid 100 is the same price as Vivid 200 for new costumers. If I want 350mbps then it'd cost me £44 while new costumers would get if for £37. I will be leaving once my contract ends.”

Helpful Report

Posted 6 years ago

“I cancelled my virgin media package after many years as a loyal customers as we were getting a bad deal; however, their customer service is absolutely awful. Firstly, we were informed we owed cancellation charges, then we were told that they owed us money and then told that we owed them again. Nobody seems to know what is going on and the people you talk to on the phone act as if their sole purpose in life is to be as annoying as possible. I don't normally complain about anything, but this company is a joke.”

Helpful Report

Posted 6 years ago

“Unethical as it gets. Was with Virgin for nearly 3 years. As per contract rate went up after initial 18 month from around 20 to around 45. When I finally called them asking whether I could get a better deal they said it was only for new customers. I asked to cancel at which point they kept going lower and lower as the conversation went. I still cancelled as they did not offer the same rate as new customers. Since I have cancelled I got two calls from their 'Loyalty Team' offering me better deals. W - T - F!!! How unethical can you get? Also, why do I have to call to cancel? Why can I not do this online? It works for other brands, even in the Virgin portfolio. Someone needs to start disrupting this industry. It's a disaster! And Virgin are the worst.”

Helpful Report

Posted 6 years ago

Virgin Media is rated 1.2 based on 2,370 reviews