Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,372 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,372 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 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

102

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 moved home and told Virgin, they said they could not supply internet to my new address and so the contract would have to be cancelled. Even though in effect they cancelled my contract and it is their fault they could not supply my new address I am being charged nearly £200 for finishing the contract early. So if you are a virgin customer do not complete on your house sale until your contract runs out !!!!!!”

Helpful Report

Posted 4 years ago

“They don’t provide WiFi, their WiFi is so bad and inconsistent they might as well give u a card board box as a router. NEVER GET VIRGIN. U will thank me”

Helpful Report

Posted 4 years ago

“An extremely damaging company especially when it comes to mis-selling and poor customer service. Today they closed a complaint I opened in January citing because I didn’t get in touch after the first response, they assume I was happy with their resolution. Only I did get in touch several times by email over the last month directly to the resolution team, I also called several times and was promised several calls back – none of which were returned, and I recorded all my outgoing calls! Finally, I sent a letter to their complaints department in Sunderland, citing my complaint, the original reference number, and copies of all correspondence. Royal Mail obtained a signature but still according to Virgin Media I didn’t get back in touch! Even yesterday trying once again to resolve this on the phone I spoke to Rachel in the resolution team who decided to pass me back through to Virgin Mobile an overseas call centre where the staff sound like robots and have absolutely no idea about customer service! So, thanks Virgin Media and thanks to Martin Roberts from your outbound retention team based in sunny Birmingham for mis-selling. Please don’t respond asking me to text you, I think I have made adequate attempts to resolve this and you have failed. As for closing my complaint I have escalated it now to CISAS and the Financial Ombudsman, next stop the ICO for the fact your employee stole my bank details from my Virgin Media account and set up a direct debit with my bank for Virgin Mobile, I misuse of my personal data. You are an awful company and as soon as the next price increase occurs I am gone never to return and I’ll be taking at least seven different customers with me, friends and family who are absolutely appalled at how you have handled my complaint.”

Helpful Report

Posted 4 years ago

“Been with them since the start . Was a vast improvement when they first took over from C & W years ago but all downhill last 2 years. Very difficult to get through to report fault. When there is a fault they give you false information to put you off with incorrect times to remedy fault. and stupid comments like your equipment is not turned on when it IS working. If you ring they will say there is a fault in your area but if you check online service will say no faults and your equipment is working. This last year 2020 regular outages of Wi-Fi and broadband. reliability has plummeted. Only saving grace is very fast broadband when working”

Helpful Report

Posted 4 years ago

“Awful company. I have an online account, but no method of ending my contract on-line. Only option is to call one of their sales people, on a number with a waiting the of one hour. They consistently overcharge their existing customers, and when questioned about this just try to sell even more overpriced services.”

Helpful Report

Posted 4 years ago

“I have been charged over £50 for one phone call. Virgin Media claim I was on the call for over 5 hours which is ridiculous. Trying to get this matter resolved with their customer service department is proving to be a nightmare. They do not do what they agree on calls and phone waiting times can easily exceed an hour. It seems to me that their complaint handling team are in place to block and bury complaints. Virgin Media have great products but when something goes wrong they are very poor to the point of dishonesty.”

Helpful Report

Posted 4 years ago

“They make it so horrible dealing with them its honestly out of a nightmare. Everything is with a robot and is so so hard to speak to someone real. Dont forget they charge £3+ a minute to call their customer service number THAT SHOULD BE ILLEGAL”

Helpful Report

Posted 4 years ago

“I am sick to death of trying to get any of my issues solved.You manage to ring when you want to offer more services to put your bill up even more but trying to talk to anybody with any sense is impossible to have not got any customer service whatsoever get your act together”

Helpful Report

Posted 4 years ago

“It is the worst company in the world. They are trying to get money at of you for no reason. Just bad. You are better off staying without broadband that choose them.”

Helpful Report

Posted 4 years ago

“You lied to me you left me without internet for 2 weeks and I still have to wait another 2 weeks for installation because you just rescheduled it for me. I moved home and I might lose my job because of you guys because I cannot work from home anymore. I spent over £70 on mobile data so far”

Helpful Report

Posted 4 years ago

“Agreed a fixed price 18 month deal on 29th December 2020. Got the paperwork the next day. All done I think. Five weeks later, they write to me telling me that my monthly fee is going up more than ten percent. Ring to complain, thinking it was a mistake, but told no it's not. However maybe they could bend over backwards to offer me a small discount to make the increase a bit smaller but still an increase. And I should tug my forlock and be grateful for that. I don't want a discount on the new price, I say. I just want you to honour the agreement you made. Sorry can't do that they say. Right, I say, I want to raise a complaint. Ok they say we will open a complaint. And what action would you like us to take to resolve the complaint? They ask. Honour the f****g contract we agreed! I cry. Ok they say. We can do that as a complaint resolution action! Terrible customer service.”

Helpful Report

Posted 4 years ago

“How do vigin media rip you off ! When you move house and you're had virgin media at your previous address and want to transfer only your bround band. So virgin say you not starting a new contract, become your an existing customers. You do not have the option to cancel after fourteen days. Virgin thankfully will round your cancellation charge to £240 because you walked your ass a 18 month contract witch is not a contract as virgin told me because I'm still that existing customers. So duck virgin and if you live in Hinckley you definitely want to get sky so much better. I'm not paying virgin £240 for nothing so if anyone wants a cheap virgin media bround band for 18 months give me a shout lol”

Helpful Report

Posted 4 years ago

“Been trying since Oct 2020 to cancel my contract. Went to BT, and Virgin only cancelled part of my contract, and to make up the loss of income, upgraded my TV package! Paid them over £200 for something I don't use, made numerous complaints, went online and they are all closed! Pathetic service avoid, avoid, avoid!”

Helpful Report

Posted 4 years ago

“No internet for second day in a row. And what is the most annoying they show that everything works fine. Liars and unprofessional, ripping of people without providing service. FIX THE INTERNET!”

Helpful Report

Posted 4 years ago

“Don't be fooled by the high speeds and actual broadband promised by this company. Have been dealing with Virgin of over 6 months regarding the constant disconnection. Really surprised Virgin after 8 months with them couldn't view the hub's connection after frequently calling up about the issue throughout the contract. Don't believe that they will call you when promised. I'm not an angry customer, just frustrated for staying as long as I did. Don't want the same to happen to yourself. Definitely Avoid.”

Helpful Report

Posted 4 years ago

“Internet is offline literally all the time. If more than a few people are online at the house the internet crashes. I started paying 24 then kept changing to make speed better and even then it’s not close to what sky gave. Worst customer service. Be on the phone for 1 hour and u will be in queue. I literally need help to get out of my two years contract and would never recommend it to my worst enemy. I made a huge mistake leaving sky and coming to virgin media”

Helpful Report

Posted 4 years ago

“Their records are not a true reflection of what is happening. Long waits to talk to anyone and even when you get through Virgin are not interested in trying to fix the issues. Staff are rude and unhelpful. Nearly 3 weeks since they installed my bundle I have spent more than 20 hours on the phone trying to get problems fixed. My fiber broadband still keeps dropping, signal is very weak in all other parts of the house other than the room where the hub is. Still have issues with phone and have the wrong media boxes. What I have never got is an apology or any real, practical help/support. My cooling off period has passed, can't wait for my contract to finish so I can leave”

Helpful Report

Posted 4 years ago

“WORST CUSTOMER SERVICE EVER!!! Wanted to leave my plan after the 12month introductory contract expired. I Rang and asked the Virgin Media customer service rep "Was there anything outstanding left to pay on my account?" To which the replay was "No Sir" Only to find out later that they billed me £69.60. I was talking to their customer service team for weeks trying to get to the bottom of this whilst still being sent letters by them asking for the money. Now I'm left out of pocket after they blatantly lied to me and was not going to credit me the money back. Furthermore. The service was substandard to say the least. On more than a few occasions I was left with no TV or broadband, with some occasions lasting hours and days. Plus only after I bought a Freeview recorder box to replace it I realised that the standard definition signal on Virgin Media was obsoletely rubbish compared to my new Freeview box. Which leaves me to believe that this was just a ploy to encourage customers to purchase more expensive TV packages which to me is extremely disingenuous.”

Helpful Report

Posted 4 years ago

“My internet crashes every day at least 4-5times. I got the fastest hub that is out there , paying over £70 monthly. Hardly able to talk to them I even don’t want to bother calling customer service since the last time I called they made me wait hours, and were rude and clueless and live chat is like robot , there isn’t ever a human being . Horrible and disgusting company ! Deceivers”

Helpful Report

Posted 4 years ago

“My internet crashes every day at least 2-3 times. I have the fastest hub there is, paying £70 monthly. I don’t even want to bother calling customer service since the last time I called they made me wait hours, and were rude and clueless. Horrible company”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,372 reviews