Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,417 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,417 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

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“It's coming up to 2 years of being a Virgin Business customer, it was a painful set up process with the Hitron router and configuring for modem only mode, technical support was useless and we ended up getting in a contractor to sort it out at our cost. (shouldn't have been necessary). I did read the reviews, I was aware of the poor customer service/technical support but foolishly I went forwards because they do offer the best speed/price for small businesses. For 18 months the service and speeds were great, and had no complaints, until..... The internet has been out since Wednesday, called to log the outage, was put through to the wrong team, finally a ticket was raised on the system with the assurance of a call back, no call backs (roll on 48+hrs), multiple attempts to contact for update and cut off or transferred around departments. We've now called to cancel and have another provider coming in, but for the pleasure of cancelling Virgin are charging us 3 months cancellation and hiding behind their T&C's that the outage has to be a minimum of 30 days! If your business relies on the internet and you need a provider that resolves issues then avoid like the plague, there are much better providers out there. Ollie”

Helpful Report

Posted 4 years ago

“This company it is a joke, you cannot contact to customer service at all. Things they are doing it is robbery. Internet is so slow, you pay for 1GB and received 30mb. Shocking, it should to be prosecuted!!!!”

Helpful Report

Posted 4 years ago

“TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!! Please be very very careful with that organisation of FRAUDSTERS. If you want to cancel the contract you will not be able to do so!!! I’m a customer of Virgin over 10 years and now decided to cancel the contract. UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST. So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract. Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request. PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!! We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman. Do not take any contract with them because if you will than it will be forever AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID”

Helpful Report

Posted 4 years ago

“Yesterday after waiting for 45 minutes on the phone to arrange a quote for moving to a new house I managed to get started with a rep but we got cut off at the virgin end. I phoned again and after another 45 minute wait I got through to another rep who, to all credit was able to track the progress of my previous call and we managed to broker a deal. Overall this took nearly half a day. Next day I got an email giving details of the deal which bore no resemblance to what was agreed (much more expensive). I am currently at my computer waiting for my phone call to get a response to why this happened (one hour gone and still waiting). part 2 - 42 minutes later. Eventually I got through to a rep who, like all the others, was extremely helpful and he determined that the contract sent was not that which was agreed and I should ignore it. He stated that the correct agreement would be activated when the engineer installed the new system after my move. However, he was unable to give me details of the new correct contract which I asked for as I am worried that the incorrect contract will be applied after the installation (you may guess I have no confidence in Virgin's systems - I only want them to formally give me details of the correct contract). As he could not do this on his system he transfered my call to the moving house dept. It is now 1 hour 26 minutes since starting and I am still waiting for the call to get through. 2 hours Still waiting. They may have fast broadband but customer service is so slow I would advise starting early in the day because you may need all day to get this done, if it gets done right. If not, as in my case, then keep the follow. Wow I have got through! Nice lady who transfered me to someone else. Back to go - have to explain the problem yet again. Eventually they claim they will send me the correct contract, and will phone me to check if it has arrived. If this post stops here then assume I got it.”

Helpful Report

Posted 4 years ago

“Diabolical customer service, THATS IF YOU CAN GET THROUGH. Avoid!!!”

Helpful Report

Posted 4 years ago

“Absolute disaster. No Internet for over two MONTHS! All call centres are in India and their level of "care" is actually appalling. I have to leave, wasting so much time, effort and money. Please don't waste your time. Better off paying more for better customer service. Please don't make the same mistake I did!”

Helpful Report

Posted 4 years ago

“ive been on the phone since 8 am and I've been cut off twice. ive been passed through customer service 3 times explaining I want to leave. it shouldn't take this much to understand I want to leave. Im now on hold waiting for tp speak to an advisor another exhausted wait. This company is TERRIBLE!”

Helpful Report

Posted 4 years ago

“Horrible , unprofessional and unethical staff! Shame on you Virgin media! Front desk Staff are only trying to sell products to consumers rather listening to their needs. I called to give 30 days notice about ending my contract and customer service decided to persuade me with other options and did not put a note on the system the reason why I called. Miscommunication at all levels!🤦🏻‍♀️ This caused me a lot of stress, higher monthly payment and waste of time. Get better staff!”

Helpful Report

Posted 4 years ago

“Customer service in this company is like you want to get through Home Office. The staff are not professional in sense of knowing what they are advising customers. If you want to upgrade anything it is available online but god forbid if you want to downgrade! They make sure you do suffer if you ever manage to do it. For this reason, I decided to disconnect my services for some simple change. Something like this could have been done online and not losing their customer but I think they DO NOT CARE really!”

Helpful Report

Posted 4 years ago

“Virgin media customer service is a joke. I was waiting on the phone for 35 mins and the call was just suddenly disconnected. I also tried the online chat, I've been waiting for over an hour to get connected to a person, then after a few questions, that person told me she's going to connect me to the relevant team. Now I'm again waiting whilst the chatbot keeps popping in the same message over and over again. Total rubbish. Cannot wait to leave Virgin media!”

Helpful Report

Posted 4 years ago

“Whilst I accept that if you can’t manage your affairs on your login your in for a lot of time wasting holding on the phone Don’t ever go for any VOLT offers unless your 100% sue your account names are identical On Virgin my only my first name initial is on my account name however on O2 it’s the whole name and this isn’t acceptable for me to qualify for double data Spent a whole day on hold to both companies and got nowhere Come the Revolution!!!!!!!!!”

Helpful Report

Posted 4 years ago

“Absolutely disgusting customer services. After waiting a very long time to get through (for the third time), I had difficult hearing and understanding the sales representative. After being charged £245 for only 6 weeks internet only service, I was assured to get me excess refunded and have this confirmed this via email. As a single Father, I'm annoyed this happened to me over the Christmas period. It's shocking how bad a multi million pound company can treat customers. I will escalate this further and most definitely wouldn't recommend them whatsoever.”

Helpful Report

Posted 4 years ago

“If I could give no stars I would. Never ever ever ever had customer service any thing as close to what virgin give I can’t even begin to explain the volume and complexity of the issues we have had when trying to arrange a simple issue via customer service. They infuriation of being on hold for 40 mins to speak to someone who transfers you as they can’t help to be on hold again and then transferred AGAIN for the line to drop out when the the next person answers - which happens on a regular basis. To then call back up finally get through to the final person be told something and then something completely different happens. To detail the latest disaster I am having I have been told it takes 30 days to cancel the internet so I call up to cancel it IN 30 DAYS for it to stop working 5 hours later, to then call back up the next day explain to be told they randomly cancelled it straight away and they will restart it in 4 hours but I’ll need to call back up to cancel it and will also be able to arrange a discount for the hassle. When I called back up they told me I didn’t have an account and got transferred around for ages before speaking to the right person who said they would cancel it IN 30 DAYS and offered me a discount of £20 for the hassle. Now the liberty is they made up they were doing me a favour for a £20 discount, even though they UPPED MY BILL BEFOTE THE DISCOUNT!!! As a result I was now being charged £65 a month with a £20 discount rather than just £40 so effectively paying £5 for my last month to endure customer service hell. After explaining my point we managing to agree £22 for my last month and confirmed that the disconnect would be in 30 days. I requested I be emailed the details on this as confirmation but was told it would take an hour to come through. I wake up again this morning with no internet as they have disconnected it and a bill for my 10 hours of internet for £62 for the month + an installation fee of £34.43, even though no installation happened!! This has gave me a some how estimated next bill of £108.28, which doesn’t even add up!!! As mentioned this is the most recent of many similar sagas with the provider and this time I think I’m on the verge of an emotional breakdown 😂😂😂. WHAT IS WRONG WITH THIS COMPANY!!”

Helpful Report

Posted 4 years ago

“Waited 2 weeks for them to install virgin media in my flat and 1 day before they were supposed to do it, they sent engineers round who told me there was no way we could have it because there weren't any wires.... What???? Why did they tell me they could install it all and book a date without knowing if it was even possible? Now I'm WiFi-less for another 2 weeks while I find a different company. What a load of rubbish.”

Helpful Report

Posted 4 years ago

“I am trying to cancel the service, broadband service, as it is going to increase the monthly payment from 31GBP to 44 GBP. Because I want to cancel the service, they are ignoring me, there is no phone number to contact them, I have tried different chats to try to get in contact with an agent and I have sent several complaints email, and I haven’t get in contact with them yet.”

Helpful Report

Posted 4 years ago

“Dreadful service. After trying numerous times to get through..success! I just wanted to cancel one package to reduce my bill…but what I got was someone from overseas who spoke at 90mph & who bombarded me with figures, numbers.. he went away..came back..more pressure to take out another package..relentless. I am elderly, my hearing not so good, live alone and got upset..I just wanted to cancel a package to reduce my bill. How many times I had to tell him that but he kept relentlessly pushing me towards another package. How have I ended up with sky sports + cinema movies and a higher bill?? I told him I didn’t watch football..he said your family might..I said I live alone..he started on the figures again..I am exhausted. Now I have to cancel this new package and I’m anxious at the thought. Far worse than the cold callers I remember..at least they were easy to get rid of.”

Helpful Report

Posted 4 years ago

“So after hours waiting on the phone, being cut off, unavailability of "live chat", website links not working and being cut off, mis-directed and going round in circles I finally get through to some one on WhatsApp. After waiting some hours the agent states that she cannot access her system properly so says she will transfer me to the "account specialist team". I ask if that will mean me waiting another 2 hours, they assure me they will put me through "in a couple of minutes". Twenty hours later (yes, TWENTY), the next day, an agent comes back to me. Their "cut and paste" replies include asking me if "I'm enjoying my weekend" (it's Tuesday) and getting my name wrong twice. Of course we have to start the entire security process and dialogue again as they cannot access yesterdays conversation, even though it is the same "chat". Then - and here is the best bit - midway through the conversation - which is very nearly over - the agent suddenly announces that is is "time for their scheduled break" and can they come back to me in thirty minutes? This is beyond parody. Needless to say, thirty minutes has long since passed and there is no sign of the agent. If/when someone does come back (no doubt in another 20 hours) I'll again have to go through the security and start the entire conversation again. If Virgin Media reply to this review no doubt they'll say "sorry" and invite me to call them, or use "live chat", or go onto WhatsApp.....and so round and round we go again! This is day four of me trying to progress this with them. Be warned if you are considering joining Virgin Media - this company is complacent, disorganised, technically inept and has absolutely no desire whatsoever to address their dire level of customer "service". Avoid them - because if you ever need to contact them you'll wish you'd never joined.”

Helpful Report

Posted 4 years ago

“Worst customer service i have ever experienced, terrible company. Hike the prices after contract to ridiculous price. Cant get through to anyone to cancel my package keep getting transferred from department to department to then get hung up on”

Helpful Report

Posted 4 years ago

“After spending 4 hours on the phone and being cut off twice and spending 3 hours on online chat trying to change my package over to the new big volt bundle. Although I meet all the requirements according to the advertised deal- apparently I’m not entitled to it as I am already a virgin media customer although it clearly states it’s for existing customers. Non English speaking operators also don’t seem to understand what appears on the website and are unable to help. Phoning Virgin Media is a waste of a day !”

Helpful Report

Posted 4 years ago

“Doesn't deserve even one star!!!!!!! I have been with Virgin media for 17 years and have recently moved to my new house in December 2021. The move obviously is always stressful but what has made this worst for me is my decision to move my services with me. It’s been 6 weeks now and having spent countless hours over phone and having had several visits to property by technicians/surveyors and having spoken to countless people/agents and having paid more money and several cancelled/rescheduled appointments, I am still without Internet and media services till date with no solution in sight!!!!! Not only are there long waits to speak to an agent and frequent call drops but they are also not trained and lack knowledge and there is absolutely no coordination between various teams. Some agents have been insulting and rude. Their lack of knowledge has resulted in me getting false and misleading information and has caused me extreme anxiety and inconvenience. Each agent I have spoken to has given me different information which contradicted the information from previous agent and each one of them say that the previous agent has given wrong information. Majority of the times I was just being transferred from one team to other and would go through security checks 10 times and keep repeating myself every time when transferred to a new agent in a call. This is extremely frustrating and i firmly believe that no customer should go through such an experience! I thought I may have been an exception but reading other reviews posted clearly highlights that the company does not care about customers anymore and wouldn't pay any attention to issues/complaints. I strongly suggest not to consider Virgin media if you do not want to go through torture and harassment. Sharing few of my life experiences (or rather absolute harassment)!!!! There have been several days when I have made 10 calls or more, waited and spent more than 8/9 hours in a day, spoken to more than 15 agents in a day! Logged an official complaint for hassling customers, miscoordination (Internal installation & external installation team/ Movers & Preinstallation team), mis informing customers and appalling customer services 2 weeks ago but have not heard anything back from anyone, not even an acknowledgement! Installation was initially scheduled for 17th Dec but couldn't be carried out as the cable has been pulled up by Construction Unit to a wrong place. Since then, trying to rectify the simple issue as above has been more difficult than reaching Mars! One of the calls to report this issue- the Agent promptly cancelled the order and hung the phone without any proper discussions The installation was moved to 12th Jan (earliest) which meant no services in our new home for 3 weeks specially during holidays! One of the agents said that mobile dongle would be provided free to ensure we have internet during Xmas and asked me to speak to Mobile team which was an absolute nightmare as all agents subsequently refuted each other and told me to buy it! Another agent when followed up in December (20-24th Dec) said that the external team has gone again and fixed the issue that morning, but this was untrue as the issue was still unresolved. Not sure why these agents are forced to lie perhaps to placate or get rid of the call soon!? To summarise, there is an issue with how External installation team has left the cable and all the calls I have made and countless hours I have spent since then is to get this corrected because the internal installation team would not be able to do anything until this is fixed and I will keep experiencing this pain until then and would not have any services too!!! ABSOLUTE NIGHTMARE!!!! Hope someone, somewhere in the system takes a note of how far the customer services have deteriorated and how much pain it is causing the customers but, in the interim, would strongly suggest everyone to consider Virgin Media only if you are not left with any other option!!!!!”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,417 reviews