Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,417 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,417 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've been a loyal customer for over 17 years. i wanted to discuss my billing with virgin so logged in on the website. it wasn't possible to discuss my bill via chat so I was directed to the phoneline i waited 35 minutes on the phone line listening to the same 4 songs on repeat. I thought there must be a fault. it was unbelievable to me that a company with such high standing as virgin would have such a long wait time so I assumed there was a fault. i tried again the next morning, and after 35 minutes i was able to speak to an agent. i mentioned the long wait time and he said" yes, we are busy" no apology its my experience that the services at virgin, the customer wait times, the ability to remedy things quickly has much deteriorated while the costs have gone up. reading online its clear that the company has declined, as there are such horrendous reviews of experiences. mine sadly is not an isolated incident I'm a patient man, but I could no longer justify paying upwards of 500£ per year to a company that seemingly invest so little to make the customer experience hassle-free. I was to have a further increase of £3.50 per month as of September. this was worse than Ryan air customer service, really sad as the customer service used to be outstanding after 17 years as a customer, I canceled my contract with virgin and have already signed a new contract with a competitor sincerely”

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Posted 6 years ago

“I have had issues with virgin media for a while broadband and TV I was miss sold at the point off sale I have asked to speak to a manager and on a number off times been miss informed or been lied to as never got call back been going on for over 3 months. Just today I have called up all I have told them is that there are notes left on account and manager was suppose to call me back on a number off times but failed to call back. First adviser when asking for a manger said to me I've just started my shift and dont give me that attitude. And then put me on hold to get manager and dropped call on me. Second call told adviser read through notes and get manager as I've gone through same issue a number off times. She insisted on hearing it from me even though notes were on there so whilst going through issue. Adviser put me on mute said hello 4 times before adviser came back on call and then said will transfer you through to manager but transferred me to another adviser. That adviser kicked off with me as when explaining to him said I'm through to wrong team. Then was transferred to another adviser back in customer service who said I will need to read through all notes on account and then get manager a put me on mute after a good 10mins cut call on me. Not once tried to call me back very very bad customer service. Will be looking to leave. There customer service everytime is the worst I dont think there is anyone as bad I will be taking this to offcom, Virgin media dont care about one person complaint if everyone starts to complain that's when they will do something about ther customer service”

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Posted 6 years ago

“Nobody answers the phone & no one phones back your automated service is atrocious!! I have been waiting on a call back since 14th July, I was put onto a text message service where i was contacted at 11pm in the evening only to not be replied to. I urgently need to speak to someone and would appreciate someone contact me asap”

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Posted 6 years ago

“An absolute joke, nobody knows what their talking about. Can't understand its taking several phone calls to close my late sisters account. I'm getting assured the accounts up to date yet i get arrears letters through the post!!!!!! Several times I've waited over 20 minutes on the phone only to be disconnected!!!!!!!”

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Posted 6 years ago

“Avoid like the plague utter total rubbish every other week internet problem s was told to upgrade modem which cost money and guess what more problems then that told me I need a booster which would cost more money in the end was so fed up with them I switched to bt much cheaper free booster disc and works fine with no problem s Virgin media ain’t worth nothing don’t waste your money”

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Posted 6 years ago

“I've been trying to cancel for days, waiting hours each time. The first call gets answered but as soon as you say you want to give them your notice, they transfer you and you have to wait for hours. I've had to hang up each time and haven't successfully got through yet. You can't contact them by email. Your 'mailbox' on their site says 'Currently unavailable' - and it's always like that. You can't use their livechat to cancel. So you have to phone, and they don't answer. Then there's the connection- constantly drops off each day, some days for hours. I just want to cancel but can't find a way!!!!!!!!!!!!!!!!!! Avoid, avoid, avoid.”

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Posted 6 years ago

“Virgin Media is very very bad service I 1 month I called nearly 15 time Wi-Fi is not working just stay coming they don't fixing nothing they going back and they just stealing money that's a I've been with Plusnet really good service was I make mistake I come with Virgin Media I I tried to cancel they're asking £250 in 1 months maybe I didn't use one day internet always going off when I call they say we gonna fix it they give appointment 6 7 day Really really very bad used to be very good now is a rubbish garbage better than them .”

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Posted 6 years ago

“Awful. Simply cannot recommend them and would strongly advise all to steer well clear. I have been a customer for years receiving broadband and TV and have always paid the same amount. When they've tried to hike the prices before, I have received notification, contacted them, and we have always agreed to pay the same amount. This time, I received no notification, and unbeknownst to me they had increased the charges by more than two thirds!!!! Their response was 'it's your fault, you should have kept a check on it'. They simply don't care at the moment, and weren't willing to offer me a good deal - why would I pay an extra £15 to get exactly the same services that I have always received? They do not care whatsoever about customer loyalty and have lost so much respect. This is clear as presently 82% of over 8,000 on Trustpilot have them down as 'Bad' with only one star. Shame on them. Needless to say, I have ended my contract with them, have gone elsewhere, and am pursuing them for the overcharging.”

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Posted 6 years ago

“Worst service around avoid at all costs if you want a problem free service this is not the company for you as your internet will go off when it wants and can be days before its comes back on Customer service is also very poor with the robotic scripts they read off to you which they think is a resolution They also delete any reviews off their Facebook page if it puts them in a bad light so I wouldn't even trust their reviews as these are not accurate”

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Posted 6 years ago

“I have been a customer for 21 years, they even congratulate me on the longevity, yet they still treat me appallingly, they up my charges for the basic minimum services, phone, broadband and TV, to almost double what a new customer is charged, double what the competitors would charge me. Then, as if they are doing me a favour, they say ok you don't use your broadband very much we will reduce that to 50Mb, we will remove your Tivo box (which has less on it than Freeview) and we will still charge you more than the deal we give new customers and Talk Talk deals. They say you have been a customer for a long time we will reward you by sending a box to take your Tivo box back - what sort of bullying tactics are these - I am going to take my business to Talk Talk or Now broadband where I will get a better deal - don't use this bullying company they are awful.”

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Posted 6 years ago

“I agree with that”

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Posted 6 years ago

“Virgin claims they have friendly customer service team, its not from my experience I have make 8 calls so far between 20days issue is still ongoing and most of the call handler don't want to listen to the customer just passing the call around repeating your full name password character and listening to music which suits the service "don't care" Every time end speaking to someone in Asia or Europe but no results. I am rating 1 star there is nothing for Worst service”

Helpful Report

Posted 6 years ago

“Disgusting overcharged prices. The least they could do was bring me down to £49 per month...and guess what for...broadband?! Lol Also card payment was sent over the phone and it only showed half a payment that evening and half the following morning, so they then added on a late payment charge. My bank statement proved i only made the one payment yet virgin did not rectify this when shown. Customer service do not speak english and it makes phone calls very frustrating on both ends as we are none the wiser to what either person is saying. I am done with paying so much for broadband and my advice to anyone else is to stay clear you will save a fortune”

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Posted 6 years ago

“Do not go with virgin. Absolutely appalling customer service and wrong advice Don’t ring you back and make it as difficult as possible to change to them. Just check the history under my name who ever deals with reviews and you will see what I mean Rubbish company !!”

Helpful Report

Posted 6 years ago

“I terminated my contract early after moving out and referred a person to take over the service. The process was quite seamless and engineers attended and removed the old equipment and put new equipment for the new tenant. Since then I have been hounded by text and email demanding their equipment back or pay £135. THE ENGINEER TOOK THIS AWAY WITH THEM. They say they didnt have an engineer booked in on that day for my account. I said clearly the engineer would have been booked for the new account and they should check internally and resolve. Its like talking to a brick wall. MONIKA from their offshore complaints call centre literally sounds like a broken record. Refused to investigate, refused to acknowledge they sent an engineer. The burden of proof is always (in the UK) with the accuser and they are the ones accusing me.”

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Posted 6 years ago

“My broadband has been on and off for 10 days now and has now completely stopped for several hours. Virgin just give excuses, keep informing me it's working again, but its not. Really poor customer service. I could write a small paper on the issues I've had with Virgin Media but simply put, they have the worst customer service I've seen from any company”

Helpful Report

Posted 6 years ago

“APPALLING SERVICE AND THEY MAKE IT HARD FOR YOU TO LEAVE! We've been without a working telephone line for 6 months now. It started with white noise and since a visit from a Virgin technician is now a load crackle. Subsequent visits have resulted in a realisation that we need a new cable. The technician on the day of this new connection informed me that he couldn't do the job and I'd have to wait a further 6 weeks for council permission to fix a problem further down the street. I cal to leave Virgin and was told I';d have to give 30 days notice, I got put through to another department to action this and waited on the line for 25 minutes. On another call I was informed that one doesn't need to give any prior notice to leave. However the latest is that I can't get compensation if I'm not a Virgin customer so I have to wait until 4th July to leave. I'm not under any illusion that the compensation will be enough. I'd tell you about the appalling 'superfast' broadband service but that will have to wait for the next review.”

Helpful Report

Posted 6 years ago

“It is clear to even a blind man that hundreds/thousands of customers are far from happy with Vergin Media, I AM ONE OF THE THOUSANDS If you all do what I have and left them, then I feel sure that eventually, once thousands have spoken with there bank account, they will get the message. I just wonder how many of these postings resulted in a customer changing their provider. Posting on here is not really the answer is it, the answer is to take positive action THEN post on here to say you have now changed provider. I appeal to all readers, ACT NOW ..... DITCH THIS PATHETIC EXCUSE OF A COMPANY. DO IT TODAY, DO IT NOW !!!!!!!!!!!!!!!!!!!!!!!! If it was possible to leave a SUB ZERO rating I would definitely do that. I have been charged for three years for a system I did not have. I go online to call them, on hold 45 minutes, 20 minutes 1hour ten minutes and more. I finally get through to a human being (that’s debatable as well) only to be asked questions then put on hold again for similar periods of time. I have sent emails but no reply. I have sent registered post – no reply. I sent letters to various departments, - no reply. I see no point in leaving this sort of feedback If I then continue to be with them !!! I HAVE NOW DEPARTED COMPANY THANK GOD I would urge all who have similar problems then get totally fed up enough to make comments like this to DO SOMETHING ABOUT IT!!! Do you really think VM are concerned in any way at all NO CHANCE. People speak with a cheque book, ditch this shameful company, bin then as fast as you can. The only difficulty is you have to get through to them first so it will take you a lot of patience. Alternative action – Let them continue to treat you like something on your shoe !!!!!!!!!!!!!!!!!!!!! Update 26 June 19 I received a phone call today asking me if there was any way we would consider returning to them. I find this absolutely incredible, how stupid are the people running this excuse of a company. After several registered letters, numerous emails hours on hold they have to audacity to call me asking me to return. Do they ever take the time or effort to read what so many people say about them? Once again, I urge every person leaving adverse feedback to LEAVE VIRGIN MEDIA - LEAVE NOW IT IS THE ONLY WAY TO MAKE THEM LISTEN !!!!!!!!!”

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Posted 6 years ago

“Enough is enough 😠😠😠😠😠😠 after numerous attempts and complaints to so called customer services we are cancelling all virgin services asap you can have your £18.00 per month till November for a phone we returned in February but you will be out of pocket nearly £140 per month. We have been loyal customers for over ten years but this is the end. Word of warning to anybody returning anything to virgin KEEP YOUR POSTAL RECIPTS 😠😠😠😠😠😠😠😠”

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Posted 6 years ago

“Atrocious customer service. Make it near impossible for you to cancel, even when your contract is over! Awful to deal with. Not for the vulnerable or faint hearted!!!”

Helpful Report

Posted 6 years ago

Virgin Media is rated 1.2 based on 2,417 reviews