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

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

“I've been a customer for about 2 hours and have been on the phone for an hour mainly on hold as the guy who signed me up for broadband also set me up on a 25e mobile plan which I didn't ask for and am now trying to cancel it which Virgin make as hard as absolutely possible. At this rate I'll be cancelling everything with them. After 2 hours of being a customer”

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Posted 3 years ago

“NO, NO, NO - wanted to give zero stars - dont touch them with a barge pole - most expensive provider but nothing more tha bullies - months after closing our account with them and being told that we were all paid up they started chasing is for another £60 - they even brought in a debt collection service and attacked my wife's credit score. They also foiled any attempt by us to contact them by phone and were even exceptionally rude on occasions”

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Posted 3 years ago

“Awful customer service, will not refund excess charges. I left Virgin Media in March, they continued to take money from my account for 3 months and assured me this was normal and not to cancel the direct debit as they would refund all excess charges. It is now August and after many phone calls and false promises I still haven't received a penny of the nearly £120 they took after they stopped providing me with a service. The last time I called they said they couldn't do it direct as it has been so long and I'd receive a cheque by post, one month later, nothing!! So now I am having to go via the small claims court for the money plus interest, so do yourself a favour and NEVER NEVER EVER become a customer of these crooks, it just isn't worth it. It's a shame as the actual broadband is very good.”

Helpful Report

Posted 3 years ago

“This is the worst media to have your package with, they took the CNN off our package that we had for 2years plus, and said there is nothing they can do. We have to accept it because its an American channel and we can't cancel our subscription If u want to cancel you have to paid £200 plus. The customer service lady is not very nice at all. Please run away from virgin media its all about your money. Terrible service.”

Helpful Report

Posted 3 years ago

“The referral scheme is a scam. The broadband is patchy. Customer Services are exactly not that. Avoid. Dreadful company.”

Helpful Report

Posted 3 years ago

“Why do Virgin Media make is so effing awkward to end your contract? Five people I've had speak to, passed around muliplte departments. I had to explain I wanted to end my contract six times to one person. Here's an example of the conversation: "You're through to Virgin Media. How can I help you." "I'd like to end my contract please." "Okay, I can help you with that. But before I do, I can look at getting you a better deal." "No thank you. I just want to end my contract." "Certainly. But I could get you X download speeds for £X." "I just want to end my contract please." "Okay. I'm just going to speak to manager to see what kind of a deal we can get you..." I politely interrupt with... "I don't want a new deal thanks, I just want to end my contract please." "I'll put you on hold while I process that for you." 9 minutes later... "Okay, so I've spoken to my manager and we can offer you a deal..." I politely interrupt again... 'Look, you're the fifth person I've had to talk to now. I've been on the phone for close to a hour. And I've lost count of the amount of times I've asked now. I don't want a deal. I just want to end my contract please." "Okay, but I wouldn't be doing my job if I didn't offer you a new deal. My manager is offering..." I interrupt again... "Look, I want to end my contract. I don't want a deal, I'm not interested in any deals." "Well, on top of our offer, we can also give you a free SIM card..." I interrupt, not so politely... "I'm now beginning to get really annoyed to be honest. I have already said that I want to end my contract multiple times now after being put through various departments. I've been in the phone for an hour now and I actually have things to do, like look after my two children. I have said I'm not interested in any deals. Again, end my contract." "Well I'm just trying to do my job sir." "I'm a paying customer and it's your job to do what I ask. End my contract." "I'll just put you on hold while I process that for you." 3 minutes later... "Okay, that's all taken care for you now. Is there anything else I can help you with?" "No." I put the phone down. Being put on hold over and over. A phone call that was dragged out over an hour for something that takes seconds to actually do. Virgin Media if you read this, this is why you get such terrible reviews. You don't listen to customers and try to force deals onto them you they don't want. You waste their time dragging out a process that only takes seconds to do. This is why people leave you, cos your customer service is terrible. And if you charge me a fortune for being passed around various departments, having to speak to muliplte people and ask over and over to end my contract, you'll be paying for my phone bill and time.”

Helpful Report

Posted 3 years ago

“My husband is in a covid ward,before he went in I loaded his mobile with £20.00. He has been unable to use his phone as every call goes to voicemail. They will not help me without his password which I am unable to give. I cannot change password online because they ping a security number which goes to his phone in hospital. I cannot go into the ward .They saythere is no money in the account that is blatantly not true.”

Helpful Report

Posted 3 years ago

“PLEASE NEVER ENTER A CONTRACT WITH VIRGIN MEDIA. I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense. When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team. The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...”

Helpful Report

Posted 3 years ago

“VM has big issues. This year I counted 29 days of no or intermittent broadband service.Everyone at my work is fed up with my excuses. Avoid.Customer service is not available or useful.Speed is not what they promissed. It use to be good long long time ago.Horrible now.”

Helpful Report

Posted 3 years ago

“Worst customer experience ever. They only apologies and asking million of security questions but nobody can help. Just moved houses and waited ages to have activated the new equipment in the new address. They involve hundred engineer to do a small piece of work for a tiny thing. And all of them are scheduled in different days”

Helpful Report

Posted 3 years ago

“STAY AWAY Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!”

Helpful Report

Posted 3 years ago

“Awful, awful customer service. Impossible to cancel the contract. Had to write an actual letter to them to end it.”

Helpful Report

Posted 3 years ago

“Very bad customer service never answered on watZapp,on phone waiting 2.5 hours,I definitely not take responsibility for any inconvenience caused by them I will cancel this subscription membership”

Helpful Report

Posted 3 years ago

“I only gave them one star because there is no option to give 0 or even minus. I am utterly disgusted about this company and reading all the reviews here, I am surprised they are still in business. Besides the fact that they increased my price without sending me a notification ( they claim they did but i never got it ), i ended the contract with them before the end which was in April. I mainly used their internet to connect to my work VPN and it worked just fine until it didn't. The problem was the DNS static address which kept on kicking in every time i tried to access my VPN. After spending the usual 3 hours on the phone and being passed around different agents who were only good at asking my security details every time, after explaining my problem to each and every one of them, the last agent told me I need to pay an extra 5 GBp / month for a more secure hub but could not guarantee that this will fix my problem. That was the moment i decided i need to quit their service but surprise surprise, i need to pay an early disconnection fee of 150GBP. So they cause me the problem, they force me to quit their service and they want to charge me an early disconnection fee. This is the real hustle. Luckily, i can claim the disconnection fee from BT, so all good there. People, sooner or later, Virgin media will cause you headaches. Avoid this company like plague.”

Helpful Report

Posted 3 years ago

“Hello, it will be my story about vigine media, well at the beginning it was okay nothing about to complain, but bad things started to come out when I decided to cancel my contract, in first time when I did call them I spoke with guy about cancelling paid about 60 pounds I was like okay, and after 3 months they started to charge from me some bills, I was trying to call them 1 month, and finally I did it, and they said what this first guy didn't cancel my contract and after 60 pounds I paid 270 pounds to cancel it again, so that's how VIRGINMEDIA works .”

Helpful Report

Posted 3 years ago

“Firstly I've been with Virgin Media for many many Years when they used to be called NTL. Firstly i ordered a new remote control for my Virgin TiVo box and i recieved an old battered up remote control with dents, grease and scratches and dusts. How is this new and even hygienic i pay a lot of money for a whole virgin package. Secondly ive been havinh issues with their fast broadband and everytime i call no one helps. I dont need a technician sent to my home everytime for them to do and say the same thing and it still doesn't work. I don't want to stay on customer service calls for 2 hours waiting to hear the same things again and things i already tried. All i need is a new hub 4 sent to me or just boost my WiFi up a bit considering it doesn't work well and I'm a loyal customer who has every Virgin product. Virgin had amazing service but has been on a ver very big low recently and i am tempted to leave and go to BT or Sky unless things start to change.”

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Posted 3 years ago

“Not help full coustmer servise try to take money from every year”

Helpful Report

Posted 3 years ago

“We called Virgin media after we had had some scam calls and they admitted that they have had loads of customers complaining about this we have done a contacted the government and the police and it has been reported as a crime but I asked for a call back on that day but we did not I went on live chat and after I explained about the issues and about what the questions the scammers asked if we get a call back from virgin media do not mention them because my husband will not believe that it is virgin media and this was ignored as after three scam calls over the last few days when virgin media called they asked the same questions so my husband put the phone down as he did not feel safe, plus my son says that we should leave virgin media partly because of this and changing our plan and services without our permission we was supposed to have a call back from them to discuss our plan and services before changing anything”

Helpful Report

Posted 3 years ago

“I've been with Virgin Media since the days of NTL. 24 years to be precise. They used to be amazing. Quality, reliable, fast broadband. Over the past 2 or 3 years this has all changed! It's so unreliable. Always down or very, very slow! But my biggest gripe is the customer service. Lies, rudeness and incompetence. I've about 9 months left and then I won't ever be using this sham of a company ever again. Honestly, from a very passive, honest individual, please stay clear from usibg/signing up with them. You'll regret it!”

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Posted 3 years ago

“Really bad experience received from virgin media called them to advise of family bereavement but not will to listen as advised my payment will be late so instead of taking my circumstances to account they threw me to debt recovery really annoyed I even raised a complaint by they have been unhelpful please stay away as this company only care for money not customer their is no empathy or sympathy they are really cruel I would really consider going somewhere else first the pandemic which the world is in and company’s should really support virgin media don’t do this they really don’t care”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,370 reviews