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

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

“Terrible Internet keeps on disconnecting daily I have used other Internet companies and they never disconnect or rarely disconnect compared to virgin”

Helpful Report

Posted 2 years ago

“Took out a deal to start on 26th November 2022 now 6th December,no one at virgin knows where my router is or when its going to be delivered,phoned customer service at least 10 times got through to people who can't speak English,terrible service,I was with them for 10 years no problem,but now all I want is broadband,anybody would think I asking for a( kidney)they tried to give me the number of the delivery company to I could find out myself where the router has gone,appsolutley ridiculous,come on Richard sort out out you firm so other people can get on with there lives instead of sitting on phones for hours and having to bad revues”

Helpful Report

Posted 2 years ago

“I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data! I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!”

Helpful Report

Posted 2 years ago

“Wtf has happened to virgin media support..go round the houses on thier online support(broadband wifi unstable) and eventually after ringing you speak to.people who cam hardly speak English..3 week wait and £25 for an engineer after I refused to be fobbed off by saying they "will monitor it".”

Helpful Report

Posted 2 years ago

“Utter criminals 6 months receiving 6Mbps instead of 60 No option to cancel on website, no email for cancellation On phone, retentions department actively ignored all my requests to cancel - total process alone took 2.5hrs Staff were totally unbothered or unsurprised be the situation Refused to provide any regulator or manager information despite legal responsibility Kept me waiting on hold and refused direct answers to questions for over an hour as part of the psychological process to get me to give up trying to cancel Utter criminal mafia - avoid at all costs”

Helpful Report

Posted 2 years ago

“I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke. My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies. I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind. Terrible customer service as well. I switched from BT broadband to virgin. BIG BIG BIG MISTAKE. And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting. And another thing, BT BROADBAND has a much better signal than VIRGIN. With BT I could get a good signal up and down stairs, all over my House I got a good signal. With virgin the signal buffers up the stairs. I would give virgin zero starts if it was possible. I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin. Everything I have said 100 per cent correct. If you go with virgin you will regret it.”

Helpful Report

Posted 2 years ago

“If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic Please anyone thinking of moving to these jokers avoid Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is “I understand” and then carry on as normal Lies lies and more lies. Even have engineers come to house say simple job and personally call If any more delays… again no replies Give dates constantly move then more promises more dates moved Explained with wife in tears need internet to work anything. Kids homework her work from home Was set for early Nov then end nov then mid December then poss mid December Shame on you Virgin I doubt any change as simply don’t care But sure they will say “I understand” Please anyone avoid I promise it’s not worth the difficulty”

Helpful Report

Posted 2 years ago

“Intermittent broadband. Dropouts every hour of every day. And the worst support on the planet.”

Virgin Media 1 star review on 28th November 2022

Helpful Report

Posted 2 years ago

“Was a customer for a long time. Found the service to be reliable in that time. Switched to BT because Virgin would not do a package without TV and it was too expensive. They still charged me after my cancellation date. They explained this by saying they bill in advance and the bill was generated before the disconnection date. I was not warned of this when I went through the cancellation process. They then expected me to wait 40 days to receive a refund by cheque. I complained and was instructed to raise an indemnity claim with my bank. Apparently it is completely impossible to refund me themselves. My advice to anyone leaving Virgin is to cancel your Direct debit as soon as you have paid your final bill as they will absolutely continue to charge you.”

Helpful Report

Posted 2 years ago

“Absolutely terrible customer service. Staff were rude and refused to accept that their engineer failed to arrive saying that was "impossible". The guy basically said that I was lying. Can't wait for my contract to expire so I can leave.”

Helpful Report

Posted 2 years ago

“The Virgin Trap 2 years ago during lockdown we tried to cancel our virgin, we had issues ongoing since the install 2 years prior, after promises and lies, we had enough, we spoke to a chap called Keith, who at the time was working from home (mobile) as most of us were back then, he promised to change our wifi to a more powerful one, and send us out two boosters, from the two main problematic rooms, once the engineer arrived, we soon realised that these promises were Virgin Lies. After months of calls and emails, we started to realise that we were not going to get anywhere, and were told, they don’t give boosters and that we had made this up, and Virgin lied its way out, at this point, we were out of our cooling off, and Virgin Trapped!! Fast forward to 2 weeks ago, after what seemed like a lifetime of rubbish internet, we called again to cancel, This time a chap called Bill gave us all the promises, he advised us to take small business internet, and that this would GUARANTEE us cover the whole house and in EVERY ROOM GARENTEED, it’s a different router and he guaranteed us that we will never call them again with issues (we have this recorded this time, you can trap us once Virgin, but we won’t be trapped twice) Bill even goes on to say, you even get a £100 back if this isn’t the case…. All recorded Virgin. So yesterday the engineer came, a nice chap called Sam, who tells us, he isn’t sure why but the wifi isn’t working in every room (shock horror) he was shocked to hear, that we were given a guarantee but not to worry, as all we need is two booster (arh the old booster promise) we explain that we had been promised these before, he told us that he wasn’t sure what had happened in the past, but this time he was writing up an essay for our case, and we would defiantly get these boosters, We explain we don’t want the wifi as we do not have faith in Virgin and wish to cancel our contract, he tells us, he cant do that, but not to panic, we have a 2 week cooling off period, in that time we will have the boosters and all will be fine….. HERE COME THE VIRGIN TRAP again… Today we called Virgin, as we don’t want to be in the VIRGIN TRAP again, we call and speak Tass who advises us, that we cannot have boosters, we have no Wi-Fi in every room guarantee, no £100 cash back for our inconvenience and worse of all, no cooling off period, we cannot cancel our virgin, we are again in the VIRGIN TRAP, after 84 minutes of being on the phone, being refused a manager call back and being told we cannot make a complaint or cancel, my partner finally got involved in the call and we have now been promised a call back, and advised that they have escalated a compliant, if this happens or not, we will see. A week later and still no call back from anyone!! We call again, this time we are told that a call was logged, but not complaint has been escalated, or they couldn’t see that one has, they can not guarantee a manager call back, but will let the field agent (the con man who sold us this) and let him know haha. The only thing they could confirm, is that we are now tied into a 2 year business agreement!!! That they will ask that a manager call us back, but they cant guarantee. 2 days later, still nothing!! DO NOT DEAL WITH VIRGIN.”

Helpful Report

Posted 2 years ago

“the place to find true incompetence and terrible customer service. My email and webmail have been down since 11 November. each call to customer service is 30 minutes - they can't fix it, and the referrals they make to technical support and the complaints team never come to anything. Dreadful company!”

Helpful Report

Posted 2 years ago

“I call them more than 20 times for the same reason ,they keep me more than 1 our on the line, they passed me from one to the other advisor , but nobody find the solution in my problem So I tried to disconnect with them and go to another provider but they asked me to pay the whole contract the main and permanent problem I had was that: they offered me 200mbps speed and it worked worse than talk talk with 15mbps Their router was so bad that I didn't even have internet in the next room There were days when I didn't have service for half an hour and as a result I had a problem with my work I can't describe how I felt every time I called them Ready for the psychologist”

Helpful Report

Posted 2 years ago

“Appalling customer service - 2hrs 20mins on the messaging app just for them to tell me I’m talking to the wrong team. When you change a password it doesn’t update for 24hrs so if you call them back and give the new password you will fail security and they won’t talk to you. They haven’t sent me the equipment that they say they have. I would not recommend anyone to go with virgin under any circumstances.”

Helpful Report

Posted 2 years ago

“The bills are extremely high for the services and customer service is horrendous when you're about to cancel or downsize, they will football you around different teams, cut you off only just to make you change your opinion, it took me 2 days to cancel their service not managed over the chat and I've managed to do it only over the phone after hours of waiting to someone to pick up. When you want to increase the package then they are there so quick at serving! Appalling!”

Helpful Report

Posted 2 years ago

“A very bad service A very bad service. We are paying £57 a month. It is absolutely diabolical that we have intermittent supply constantly. Our Internet goes off when it rains. This company is all about taking your money and doing nothing for you. The customer service is non-existent, and it is like peeing against the wind trying to get a response from these people. Date of experience: 22 November 2022”

Helpful Report

Posted 2 years ago

“We have had absolutely horrendous WiFi for over a year (11mb/s download speed when sat directly next to the router). Upon trying to improve this, they have repeatedly tried to encourage us to buy an extender, but an extender would not improve the speed when sat directly next to the router! When one contract ended, we stupidly upgraded the WiFi to the next fastest in hopes of improving the speed. We are a household of three mature students and so it is vital that we have the use of WiFi for our studies, therefore we cannot wait weeks for an engineer to be sent out so that they can keep us in a contract! When we spoke to virgin media via their online chat, we were offered multiple new deals to try and keep us and when we told them that we wanted to terminate the contract as they were not upholding their end of the contract (and so it was null and void), they told us there would be a terminated fee and closed the chat on us! We will not be paying a fee to exit a contact that is now null and void as they have not provided the standard of service advertised!”

Helpful Report

Posted 2 years ago

“AVOID AT ALL COSTS, TOTALLY USELESS. Second attempt at using them for broadband but they don't seem to understand that the cables can't go in until the ground is open ................................................... They keep asking me if I want to cancel, if only I could.”

Helpful Report

Posted 2 years ago

“Virgin media has been giving us trouble for a few months now. During the 'cooling off period' we experienced no issues with Virgin. But as soon as that ended, we've been having such an awful, stressful time. Virgin makes lots of promises, but doesn't keep them. At first, we experienced lots of random cut offs during the middle of the day and in the evening. We complained many times and sent evidence of this. We also requested for the router to be moved closer to the PC. They eventually sent an engineer over, who just did a diagnostic check and nothing else. He said that the cables outside were old and needed replacing and that he didn't have enough time to move the router. He asked for a good review, for doing absolutely nothing, and left. We were promised a revisit to change the router location. Twice were we sent a message to say they'll be coming, we moved the furniture etc to make it easier for them, but guess what, no show up twice. We apparently get charged 25£ for not being present at home upon their arrival, but it's completely fine for them to make false promises and waste our time. They then sent someone to change the cable outside the property and the internet completely cut off for 24hours now. After having called virgin to complain, they said they can send someone in 5 days time. When we need the internet to work from home. Such a stressful experience. We asked if we can cancel the contract, and change provider. But afcourse they said no. Useless company. Avoid at all costs. They are quick to take your monthly money, but do not give you the service you're promised.”

Helpful Report

Posted 2 years ago

“Truly appalling. After being a client for 8 years I recently moved into a building that isn’t wired for virgin media. The property manager denied them access to install the cable, so I’m now being slapped with a £200 early termination fee for something that is out of my control. I will never use their service again.”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,386 reviews