Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,386 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,386 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 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

“The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019. This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly. On the plus side: I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that your call is in no way important to VM and they would rather we didn't bother them at with our problems. VM are probably no better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.”

Helpful Report

Posted 6 years ago

“Extremely poor service Had nothing except problems since joined 8 months ago after 2 months delay Broadband has stopped working 5 times since 8 months ago”

Helpful Report

Posted 6 years ago

“Worst experience ever! Bad installation, awful customer service, miss sold package. Endless issues with it not working internet poor tv poor. Had to cancel early to then be told I owe a lot of money for a service I never received! Also affected my credit rating! Avoid at all cost”

Helpful Report

Posted 6 years ago

“Worst experience ever! Rude and very poor customer service didn’t even receive full service, miss sold package, internet connect is the worse I’ve had yet. Now have bad credit rating due to their errors and spent hours and hours trying to sort issue on the phone etc. Not to get anywhere! Awful installation. Honestly I’d avoid at all cost”

Helpful Report

Posted 6 years ago

“Rubbish service, Rubbish customer service”

Helpful Report

Posted 6 years ago

“I was mis-sold the TV package by giving false information about the content of the package.”

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Posted 6 years ago

“Words don’t even explain the poor service.”

Helpful Report

Posted 6 years ago

“Very disapointed! Had to terminate contract early as I moved to a new property (same town, two miles away from old, in the town centre) where virgin media does not provide service. As they don't provide I can't take it with me. They have applied a horendus early exit fee (over 150). I will just add that I have been with virgin media for nearly 8 years (on many occasins wanted to leave, even ended it few times but they always called back with a good deals to get me back) brought it up with them both on a phone and on an online chat but they said that this is in my contract. I will never every sign the contract with virgin media even if they will have the best available deal as i will not support people who only care about money!”

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Posted 6 years ago

“Poor service. Unable to contact the company (apparently there aren’t 24 hours in a day)”

Helpful Report

Posted 6 years ago

“Customer service is worse than BT. When you cancel your account, make sure you cancel your direct debit as well or they will make up bills and keep charging you. Was due a refund for unused service and as many have said this will turn into you owning them money. Do not contact this company in any way or you will be robbed.”

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Posted 6 years ago

“I am a new customer as of yesterday and regret it already. The first person I spoke to hung the phone up on me and the second lady relayed the same info quoting “my collegeue already told you” how unprofessional to reference someone who hung the phone up!! Yodel told me my parcel is delayed on virgins end when this worried me as I’m new customer and paying money etc waiting for a new phone yet virgin said wait in your house if not wait 24 hours. How is that good advice or put my mind at ease? Poor service from both members of staff and still no clue where my phone is what’s happened when it’s arriving or what is going on ! It’s just upsetting all they want to do is take your money and there you go no further assistance. What a great 36 months this will be. Sorry EE for the betrayal should’ve spent my 7th year with them.”

Helpful Report

Posted 6 years ago

“No internet and ZERO customer service! What a joke this has been they book engineers and then cancel them with no notice! then you have to get on to Dehli or Bangalore to explain ALL the issues again......Then Dhave/Steevh/Jennhi read from a script to say you need an engineer........”

Helpful Report

Posted 6 years ago

“My mother passed away last November. I called them up to let them know so they could cut the service off. The woman I spoke to barely acknowledged what I was saying the dumped me into the retentions queue. Now I’m aware that this if just another name for cancellations for some companies but as my mother has died I would have expected that I would be warned transferred over instead of making me explain again about my mother dying. Then when I raised a complaint I never heard back and when I called up to chase the complaint I was told I’d get no feedback or apology as that is not the company process. Seriously so this is how they are happy for customers families to be treated. Now we haven’t got rid of the house yet so I went to check on it yesterday and what do I see? A letter addressed to my mother telling her it’s not to late to come back to virgin. Seriously I think it is a bit too late. How is this allowed to happen? For some reason it wouldn’t let me rate the service. Just for clarity I’d not rate it anyway.”

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Posted 6 years ago

“Worst company ever, shame on them.”

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Posted 6 years ago

“Signed me up knowing it couldn't deliver I signed up for Phone, TV and internet for £30pm. They could give me a phone line as they have no capacity and charged me £52.80pm. I had to spend MANY MANY HOURS on the phone and doing emails to find out why! It still isn't fixed 11 months later!!!! NEVER EVER WILL I USE ANY VIRGIN PRODUCT AGAIN!!”

Helpful Report

Posted 6 years ago

“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

Virgin Media is rated 1.2 based on 2,386 reviews