Virgin Media Reviews

Name: Virgin Media
Rating: 1.17

1.2 Rating 2,406 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,406 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

“Avoid these guys at all costs. I placed an order for virgin broadband and arranged the installation to be done on a Saturday morning as I wanted to be in rather than my wife as I knew they would need to lift a section of the mono driveway. I received several texts the week leading up to the install asking if that date still suited and there Covid rules. On the morning I got up early to make sure cars etc was removed from the driveway and then waited for 5 hours for them to turn up, but they never did On phoning them after an hour I was told the that install had been cancelled due to their 3rd party contacts saying that they couldn’t do the job due to the shared driveway and it being mono-blocked. This apparently had been decided by them on Friday but they never contacted me to advise this and in fact I have checked my cameras at the house and can’t even see them looking at the job. What a wasted day for me and my family”

Helpful Report

Posted 3 years ago

“If I could I wouldn't even give v.m mobile stars. They are by far the worst network ever and even worse customer care services. I've been with v.m now for nearly 10 years now and I wish I never went with them. Avoid this company like the plague”

Helpful Report

Posted 3 years ago

“THE WORST CUSTOMER SERVICE IN THE ENTIRE UNIVERSE. Better off watching Freeview as it's much cheaper has the same amount of channels and no hidden cost. Virgin is a pain in my ass”

Helpful Report

Posted 3 years ago

“One of the worst companies in UK. I was with them for over 10years and every yr they increased the price and thn I had to renegotiate the contract with them, finally decided to end my contract served my notice period of 1 month. Still they didn’t end my service after calling numerous times and waiting for hrs on call…they renewed my service on their own without my my authorisation. I contacted them again several times and the customer rep used to hang up the phone . On the last call they disconnected my service but after 4 days I receive this bill of £240 mentioning early cancellation charges. I don’t think 10yrs count as early cancellation. I have decided to take them to court as they are a complete rip off.”

Helpful Report

Posted 3 years ago

“My God the worst company I have ever dealt with. Here is what happened I was on the highest broadband speed and minimum TV package, paying maximum amount on broadband since I work from home as everyone else in the pandemic. Their connection used to drop anywhere form 1-2 and hour to 10 times an hour. We raised the issue, the engineer came and acknowledged but couldn't fix and said he will follow up. Nothing happened I kept messaging the engineer and he stopped responding after couple of messages. Finally after 5 months of apologising on office calls for poor service, we decided to end the service. But this is where the HORROR starts. We were asked to pay £240 as early disconnection fees. When we challenged this they said that the issue was resolved. We fought against this and they said it was our responsibility to raise the issue again if it was not resolved. So after two 2 hours long discussions we decided to reach a compromise and disconnect only broadband and not TV with an agreement that we won't be charged £240. BUT the horror has new twist and come next month we are being charged for the early disconnection. And when we call them back they said they CAN'T DO ANYTHING!!!. YOU WILL HAVE TO PAY!!. We have been robbed in broad daylight and we can't do anything about it. I hope the feelings being cheated and made to feel like fools will subside over time but I am never going back to Virgin Media.”

Helpful Report

Posted 3 years ago

“***AVOID AT ALL COST*** Customer No: 727861705 Took out an 18 month contact with Virgin for 100mb broadband for £26.25pm, but every 3 months I’d receive a letter telling me that they intended to increase my bill by £3. This happened many times and each time it did happen it took a 1-2hr phone call waiting in a queue to remind them of the original 18 month contract. The customer services have been contracted out to India so most occasions you are left trying to resolve the issue with someone with poor English communication skills. When I did eventually get to the end of the last 18 month contract I arranged for immediate disconnection but was then bombarded by text messages and phone calls by someone from the U.K. with perfect English communication skills. They eventually offered me an 18 month contract for 100mb broadband for only £17 but I decided to leave anyway because I know from their previous track record that they will not honour the deal. In total I was with virgin for 8 years, in that time I saw the customer services freefall to a hellish level where I dreaded contacting them. They offer good deals to new customers but treat existing customers in an appalling manner. Getting disconnected from virgin media felt like being told by your doctor that you have been cured of cancer. ***AVOID AT ALL COSTS - THERE ARE FAR BETTER COMPANIES OUT THERE !!! ***”

Helpful Report

Posted 3 years ago

“Currently a 2 star only because internet is fairly reliable. Customer service is terrible and if you want to cancel be prepared for hours on the phone then some stuck up woman trying to ask you a 100 questions because she cannot understand why anyone would want to leave. They do not care at all about customer service and are only money grabbing in every way possible. New virgin 360 interface is horrific and a child could have designed better. In fact standard tv apps are now offering much more than they can so have no need for virgin 360 or the non existing phone line that we pay for. Try and login to the website to change your package and you get the sorry it’s not you it’s us error message that’s been like this for months.”

Helpful Report

Posted 3 years ago

“Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.”

Helpful Report

Posted 3 years ago

“I just love paying a fortune to virgin for sky sports with picture quality from the 50’s, they helped me upgrade to HD for a premium of course and the picture is comical”

Helpful Report

Posted 3 years ago

“Waited in all day on my Wife’s 50th Birthday for an engineer to attend, following failure of two previous visits to resolve the problem. No show, no phone call, no confirmation of subsequent revisit, nothing. Needless to say, we’re both fuming.”

Helpful Report

Posted 3 years ago

“Atrocious customer service. Virgin Media are a bunch of theiving criminals, intentionally deceptive, robbing their customers. I would go on but after having been mocked by customer service after several WEEKS of calling and not having the absolute shambles of their billing resolved, after hearing different stories from each of the 8 people I spoke too, I no longer wish to waste my time. I have taken my business elsewhere and you should too. DISGUSTED!!!”

Helpful Report

Posted 3 years ago

“I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!! And this, even after having called them 2 days ago again,wasted more than 1 hour speaking with 4 different services and promised that it has been amended and that a manager would call me.. No one never called me back. Virgin Media should stop using their Indian calling center. Useless”

Helpful Report

Posted 3 years ago

“Virgin representatives have explained that we will be receiving a poor signal at an extortionate monthly price as a response to not signing into a long term contract. We feel that the representatives have attempted to hide the unreasonable break clauses and insinuated that the poor service is the fault of the customer for not signing up for a long term contract. Virgin are knowingly overcharging and under delivering as a tactic to coerce customers into contracts with unreasonable break clauses. The pushy sales techniques targeting vulnerable, low income consumers is a form of large scale extortion, taking advantage of a service (internet) which has now become a necessity for families and individuals to function and source essential services.”

Helpful Report

Posted 3 years ago

“Poor customer service like groundhog day unacceptable waiting times on phone only to be cut off midway through calls starting process again then cut off again”

Helpful Report

Posted 3 years ago

“Be aware of this company!!!! I bought a bundle with mobile and Xbox Series S just before Christmas 15/12/2021, both suppose to be as a gifts for my kids. XBox expecially bacause for my Autistic son. Xbox came with a port HDMI damage, and was not working from beginning. I realised this on Christmas day, and straight called Virgin Media about issue. They wrongly advised me that I should contact Exertis manufacture for exchange, them on the other hand after waiting ages for their response, said that they not deal with exchange, they only supply to Virgin and the Virgin is responsible for any exchange request. Back to Virgin, they still tried to take my time and saing that they will exchange. Firstly they sent of for exchange just a phone without xbox in it. I refused the package and called back to Virgin. They said there was a misunderstanding and they will do another one when the other will come back,I said yes- will wait. After 2 weeks of that situation I was still waithing for invastigation team to call me about all this case and compesation. Nobody bothered to call. Today is 2 months that the case is not resolved, I called today 15/02/2022 Virgin and guess what they said that they can't exchange the XBox, only phone. And if I want to cancel contract, I can. Was not sure if to cry or scream. I was never that depressed in my life. My son started hurting himself because of that Xbox and Virgin was aware of that.... Please don't trust this company. I'm not going to stop on one bad review for sure! Bad experiance ever had!!!!!”

Helpful Report

Posted 3 years ago

“Virgin are a disgrace-You can not leave this company once you sign up.They will ignore /deny having any communication with the customer, ignore letters, utter absolute nonsense on live chat/WhatsApp, will bill you for services after disconnection (that is, if you are able to get disconnected)and the whole process is so so stressful . Other broadband providers will allow the new provider to handle a switchover, but with Virgin Media the customer has to do it....and V.M. will ignore any calls to cancel and carry on billing the customer.It is high time their policies regarding cancelling services are scrutinised and they are taken to task, but meanwhile they will carry on extorting money out of their customers....V.M. are likely to get in touch with me regarding this review telling me to ring 150 to get it sorted....have been doing that for days and got nowhere. I would avoid this company like the plague.”

Helpful Report

Posted 3 years ago

“Broadband outages yet again! Most unreliable service ever!”

Helpful Report

Posted 3 years ago

“The engineer steve was fantastic very well mannered very helpful I want to leave a 10 for everything but you have not asked me to review him why”

Helpful Report

Posted 3 years ago

“Terrible - taking advantage of exiting customers with horrendous prices and terrible customer service. they make it very hard to leave, waiting for hours on the phone . Don't believe the rubbish about fast speeds - BT are just as good for multiple HD devices.”

Helpful Report

Posted 3 years ago

“I cancelled my contract during the recent notification of a price hike. Then a sales rep phoned and spoke to my husband (not to me -- the sales rep only realised he wasn't speaking to the account holder at the end of the conversation) and my husband did not agree to a new a (£3 a month cheaper) 'better deal'. Then I find my cancellation has been cancelled by the sales rep without my agreement or authority when I rang to tell them about my new server. So, I speak to 'retention' again and insist they continue with the agreed cancellation date. That was a week ago. Then yesterday, following my making another phone call to customer service to ask if I could take my existing phone number with me to my new provider, another unasked-for, illicit contract appears in my email. I ring again today and speak to 3 different people and am told that my notes show that I agreed to another contract. I say those notes are incorrect -- I have not agreed to any new contract, I give the dates of my 2 phone calls and their content which was -- a) why has my cancellation been cancelled by a sales rep without my permission -- the cancellation was resumed after an apology and b) can I take my existing phone number with me. Customer services then tried to extend my cancellation date but I insisted that they stick to the original agreed date since I had never asked for it to be changed and that it was Virgin staff changing without my agreement or knowledge and therefore changing the date without my permission was illegal. They then told me that I needed to ask my new provider to contact them. I told them that they already had contacted Virgin several weeks ago. Oh, yes, that's right, said customer services. I then told the customer service operative that I wanted to register how alarmed I was (and still am) by what seems to be illicit activity on my behalf and on my account. If I hadn't gone to check my Virgin email account I would not have known about a new contract being issued (especially since I didn't ask for a new contract or agree to one) -- I don't use the account except to receive Virgin media bill statements. I am at a loss to know what is happening except there seems to be a problem with their sales team issuing new contracts independent of me agreeing to them or even having any contact with them. It's been a salutary and deeply troubling experience.”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,406 reviews