Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,414 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,414 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“9 months to cancel a Virgin line and no refund It took 9 months and CEDR to cancel my contract with Virgin who paid £250 compensation but refused to refund the 9 months of charges: - I had a land line with Virgin Media (023 80 487592) for many years but moved 6/1/21 to an area that Virgin did nor service so wanted to cancel my service. I tried to do this using the online system but it did not support cancellation. I tried using the online chat function but they kept me waiting until I lost the will to live. I emailed Virgin who insisted that I phone their retention team. I tried to phone the retention team and sat in a phone queue until my patience was exhausted. I lodged a complaint through the Virgin Complaints process and asked to be contacted by email. Virgin phoned me while I was driving and left a message asking me to call them. I tried and sat in another phone queue for a while. I kept emailing with no success so took the case to CEDR (meanwhile, Virgin were still debiting the monthly bills for as service that I was not receiving). I received an offer from Virgin as follows:- "£250.00 compensation, as a gesture of goodwill....Cancel your services free of charge. Once again, please accept my apologies for the inconvenience caused as a result of the delay in cancelling your services". It was now 29/7/21 so I reluctantly accepted expecting the money to be credited to my account. Nothing happened so I followed up and Virgin told me that it was company policy to only offer refunds by cheque. I eventually received a cheque for £250 but Virgin were still debiting my account £25.85 per month. I received approximately 10 calls from the Virgin Retention team asking if there was anything they could do to retain my business. My account was cancelled in Sept but my money was not refunded and Virgin does not accept complaints from cancelled accounts so I went back to CEDR and raised a further complaint. Virgin challenged this under CEDR terms and conditions saying that a complaint cannot be accepted if it relates to a previous complaint. I responded saying that Virgin had failed to properly deal with the previous complaint but CEDR upheld Virgin's position. I shall also be lodging a complaint against CEDR.”

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Posted 4 years ago

“just been upgraded from Paul Evans at Virgin Media absolute pleasure to deal with and top class customer service, credit to your business. Hope this Lad gets some recognition for this review”

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Posted 4 years ago

“Absolutely abysmal service. Without working Internet for a week. No help from customer service other than an automated response with some tips to try (non even remotely helpful) finally got a customer service rep, explained that I lost an entire week of earnings as I'm self employed working on zoom. Told a repair person would be in the next day between 12 and 4. Never turns up, no call or text to tell us. Wasted our whole day and now face an other week of losses if the problem isn't resolved”

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Posted 4 years ago

“Have had issues with VM for a few weeks. Engineer came out and found loose connection to tv in the outside boxes. Then had to have boxes moved as incoming cables way too short and were surface mounted on top of our front drive. Engineer who was supposed to do the work last Saturday. Said" He was not allocated enough time to do the above work" 🤷‍♂️ Rescheduled work for this Tuesday. Arrived gave plenty assurance of his quality of work. At the end. I asked him to straighten up box in my front room as was more like the leaning tower of Piza. Engineer never tested my phone lines obviously. Went to make a phone call last night. Phone DEAD. Called out VM today via online. Excellent service 👌 Ashley a service engineer found out that. Previous engineer had not even wired up our phone. Very impressed with Ashley 👍👍 Jason. Please make sure you talk the talk. Thanks VM for sorting out issues even though was your fault. We had no broadband for 4 days but no compensation offered. Anyway until the next time 🙄🤔😂👌”

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Posted 4 years ago

“Absolutely pathetic Internet service, constantly goes down, customer service are a shambles, if you are thinking of getting virgin Internet I strongly advise you to rethink and choose another provider”

Helpful Report

Posted 4 years ago

“Impossible to get any results when you phone their customer service if you have an issue such as mine where I could not work from home most days for over 3 weeks. I pay 62 pounds a month but kept going round in circles each time I spoke to anyone. I was often promised a manager would phone me or that I would be sent a transcript of my call but nothing. And many times I was sent a text that the issue in the area was fixed and planned to work from home only to find I then had to go into the office. Virgin could not care less. I would not recommend them.”

Helpful Report

Posted 4 years ago

“Worst customer service ever experienced, when they say they will contact back, they never do. I’ve even spoken senior members of staff and they didn’t bother calling but and didn’t resolve my problems.”

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Posted 4 years ago

“Shocking quality on WiFi , they should be shut down, they don't care”

Helpful Report

Posted 4 years ago

“Never ever ever get virgin media it is the WORST broadband provider I have ever had in my life. I pay for wifi that only works in one room and cuts out every 2 mins. God forbid you try to call customer service for help as that is a huge waste of time and they are totally useless. They lie to you to get you to shut up and force you to continue paying for a service that doesn’t work at all. AND they charge you ridiculous amounts of money if you try to cancel. Avoid virgin media at ALL COSTS. It is absolutely 100% a scam”

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Posted 4 years ago

“Moving house: we are moving to a street where only half is covered by virgin ( so it is not the middle of nowhere and ‘unserviceable’). As with many below, we are being charged a large disconnection fee of £240 as we can not, through any fault of our own, transfer to virgin. We have no option but to change, we should not be penalised just because they don’t won’t to run their cable for another 500 metres. We will not be paying.”

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Posted 4 years ago

“Tried calling Virgin Media before we left our last address that we were moving and that they must cancel the contract. Because I did not pass their security questions, the operator I dealt with refused to accept the fact that we were moving, or to activate any closure of the contract. Since then they have harassed me with threatening emails (threatening to damage my credit rating) over "unpaid" bills, finally calling me at work and wasting a lot of work time. BE WARNED: DO NOT GET INVOLVED WITH THIS COMPANY - THEY ARE POISON”

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Posted 4 years ago

“3 months ago I entered into an internet contract with Virgin Media. Within days it was clear that the signal was weak and didn't reach parts of our flat. It's not the biggest flat in the world so it was a disappointment we had to use 4G upstairs. I called Virgin and was told there was a problem and it would be sorted in a couple of days. 2 days passed, nothing changed. I called again, I was given another excuse. I called a 3rd time and this time they sent out an engineer. I was called by the engineer on the day of the appointment and he told me he had been to my property and everything was now working well. I got home and asked my partner what the engineer did and she replied "No one has been here today". I was disgusted at being lied to so I called Virgin and said enough was enough! I wanted to cancel my contract because of the service and the lies. I was told I would have to pay over £200 to leave Virgin! I was furious and made a complaint to the compliant team. They were very understanding and apologetic. They said they would send out their most qualified engineer to help. By this time I am paying extra to my mobile provider so we can have unlimited data, so devices work upstairs. The engineer turned up and said, "These houses are built to last, you'll need to pay for a booster" and then he just left. He refused to move the box upstairs and said it was pointless. I spoke to Virgin again, to express my dismay that I'm expected to pay even more money for a service they can't provide. Had Virgin claimed anywhere on their website that if their service doesn't work you have to pay more. It's a complete scam! Virgin have said it's not their responsibility that my property has thick walls and therefore I have to carry on paying for a service that doesn't work. Why am I having to pay for a service that doesn't work?? They are just bullying me to pay this and offering no support other than paying them more money. Is this allowed? Can you offer a service even if it doesn't work then make the consumer carry on paying? Virgin shou;d not be adverting amazing speeds in my area when they can't deliver? They are fraudulently advertising and I'm the mug that got caught up the their lies!”

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Posted 4 years ago

“The worst company I’ve ever had to deal with. Utterly terrible customer service”

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Posted 4 years ago

“virgin media is the worst company you could ever use. They are over priced their customer service is atrocious.”

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Posted 4 years ago

“Once again, appalling service from Virgin Media. For eight days, I have been without my email account. 20th October they blocked my email account due to suspicious activity. Made numerous calls the following day requesting them to unblock the account with immediate effect. Was assured it would be passed to their IT technicians to reset the password and the account will be enabled within 48 hours. Called again 25/10 to be told the same. Called 26/10 to be told the same. Called again 28/10 to be told the same. Eight days without an email account, no failed notifications sent to the sender to let them know that their message has failed to be sent. They put a block on my account it is their responsibility to immediately remove the block once I have contacted them, yet they think that it is reasonable to allow an account sit disabled for so long. Their customer service is awful. Stay away if you want a reliable provider as they are not willing to help under such important circumstances. Not worth the one star I have given them!”

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Posted 4 years ago

“Billed me for 2 months after Id moved and they had cut off all services. They now have a collection agency hassling me and threatening court action despite me not owing a penny! Stay away!!!”

Helpful Report

Posted 4 years ago

“Worst service I have ever received. Countless promises made and none of them upheld. Take notes on every call because they do not uphold anything they say. I have been waiting for manager to call me back for 4 months and every time I call asking for a resolution I am told they need to arrange a manager call back. This loop has been going on for 4 months and it’s disgusting.”

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Posted 4 years ago

“STAY AWAY!! Wow, I wish I had seen these reviews before I signed up to Virgin Media. It's true that they offer you a great deal to start with then they almost double it once your contract ends without informing you. I just spoke to the rudest representative ever. All I wanted to do was to disconnect my line and she literally refused to take "I'm no longer interested in your service" for an answer. I tried to be reasonable with her, but when I realised that she was either set up to intentionally frustrate me, or she was a hopelessly rude person, I just hung up and called back to speak with another rep. And she even blatantly said to me she doesn't care if I leave a negative review.”

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Posted 4 years ago

“I wish I could rate lower. Only bothered when they can upsell. Always passed from pillar to post with a problem no one there wants to take responsibility to help. God knows how they track their employees to train them properly. And to top it off because Im moving house and they cant provide to my area they want to charge me the rest of the contract they falsley upsold me on. That never even gave me faster broadband. Not getting a penny out of me Id rather be taken to court”

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Posted 4 years ago

“Virgin has taken incompetence to the next level. The rate of outage in my house SE2 9J is totally appalling. Whenever there is a genuine fault the company comes back with the well rehearsed lie that everything is OK in your area. It is the most useless service provider I have ever seen. No effective feedback mechanism. It is very frustrating. Nowadays we experience outage everyday between 12 midnight and 6 am!!!! This incidentally is when I am all geared up to work. I will not recommend virgin to my worst enemy.”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,414 reviews