Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,423 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,423 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

“Virgin deprive paying customers of services we pay for. Whilst increasing prices & decreasing value for TV packages over my 13years as a customer of BB,TV & phone , DEPRIVING customer of TV for over a month & phones for a week per year just about takes the biscuit! Further to this, the engineer bear no callback accountability & Virgin as a company are ridiculously complacent . Experienced and qualified engineer s should be available at 24h & it's Virgins responsibility to hire enough of them to do so.”

Helpful Report

Posted 7 years ago

“What a shambolic company. On top of all the hidden fees, the lies and deceit fed to you by their staff (not to mention their horrific incompetence and appalling communication skills), virgin media is, without a doubt, one of the worst companies I have ever had the displeasure of interacting with. Let us not forget their ridiculous waiting times to send out an engineer to even set up the hub in the first place. Once they can be bothered to do so, the temperamental, unreliable nature of the service makes you wonder why you even bothered. I understand that it is often the case that virgin media is the only broadband choice (sadly including my new area). But given a half-decent alternative, I strongly advise you avoid Virgin.”

Helpful Report

Posted 7 years ago

“Several times over the last 12 months I have lost broadband service. Once in December I was off line for a total of 14 days. Over the last 4 weeks I have had no service for 16 days. Customer services have been appalling. Appointments made by engineers have not been honoured. I finally lost patience and after a heated 60 minutes on the phone, 45 of which I was on hold, I cancelled the subscription and now have an alternative provider. Virgin Media is an absolute disgrace.”

Helpful Report

Posted 7 years ago

“Since the recent changes in the channel list (UKTV channels have been removed and replaced by other channels), there is nothing worth watching anymore. Lots of channels of no interest, lots of channels several times in the list - enough to completely go off TV and definitely too expensive for what it's worth! We'll downgrade to a basic package asap (even though, based on numerous other reviews, getting in touch with their customer service seems to be a nightmare) and then look for another provider!”

Helpful Report

Posted 7 years ago

“I tried to arrange installation for months. I signed a contract in May, and in early June I was told that it would take 6-8 weeks to organise the install as the council needed to provide consent for the works. My postcode is listed on their website as being in a VM area, and fibre cables run down my road. Engineers attended and spray painted green markings on the side of the road and pavement to show the 1m distance the cable would need to be routed. I was informed that there was a budget for these works and the access point to be created on the boundary wall of the property, and that it was just a matter of time. Having not heard anything for 8 weeks I called VM to ask for an update, and I was told that the install and contract had been cancelled as it was too expensive for VM to proceed with the required works and that a note had been put on the file to say I’d been informed. I hadn’t been - not by email, text or phone call - and I still wouldn’t know if I hadn’t called. I paid £300 to the freeholder for the wayleave approval which was completely unnecessary and I cannot reclaim. I would have thought it sensible for the budget for the works to be approved before the wayleave was submitted and signed, but clearly this isn’t the case. I’ve therefore wasted four months and £300 to try to organise a service that could never be provided to me in the first place, despite VM assuring me otherwise. I’ve never been so wildly misled by a company, and I’m furious that I’ve thrown away £300 for no reason whatsoever.”

Helpful Report

Posted 7 years ago

“Unprofessional service, lazy workers and liars I’ve got two confirmations from Virgin Media office and Virgin web site that my address could be connected to Virgin fiber internet. I placed order and signed contract 1 month in advance before the date of installation. I was bad surprised when Virgin Media team notes me 11 hours before installation that they had to change installation date because of their engineers last minute found no cable that leads from their cabinet to my home and asked to wait for the extra 22 days to get approvals from local authority! They did noting during whole month and tried to do their work during last minute! Strange things. I had to cancel the contract with Virgin Media and find another supplier. I had to stay two months without internet thanks to lazy workers of Virgin Media. It could be waste of time and extra expenses when we chose Virgin Media as it was in my case. I am not upset. I am extremely upset with Virgin Media!”

Helpful Report

Posted 7 years ago

“Bad customer service. Poor knowledge Miss Roxy .waiting time is too long 50minutes”

Helpful Report

Posted 7 years ago

“Absolutely horrible customer service 20 min waiting and pay / speakers have terrible akcent. Worse ever”

Helpful Report

Posted 7 years ago

“Virgin are the worst company ive ever dealt with. All staff members saying different things each time i phone. Keep taking too much money out of my bank. On hold for over 40 mins each time i phone. Cut off twice. Service down every other day!!”

Helpful Report

Posted 7 years ago

“Disgusting what they have done with taking off the ten channels. Also the customer service is terrible. They do not listen to you and basically read out a script to you like robots. They are rude and don't give you the chance to speak and just talk over you. Left them for sky and will never go back after being with them for 20years.”

Helpful Report

Posted 7 years ago

“Cables in front garden. Not underground.losing channels. Wish I never left sky.”

Helpful Report

Posted 7 years ago

“took 10 days to come to fix a broadband issue which they were saying it was at the exchange , I kept saying techs had been out to the box in the street to fix neighbours , they said no its at the exchange ,virgin media turned up 3 men all in separate van , (crazy) as only one man done any work. the main supervisor full of excuses .had the cheek to offer a voucher for 50 pounds to recommend a friend , why on earth would I do that , completely insensitive to the issue . given no compensation , no opology nothing . very poor service indeed”

Helpful Report

Posted 7 years ago

“VM are truly shocking! There seems to be a policy of deliberately cutting off a customer’s call when the going gets tough for them. They fail to call back when they say they will. They sent me an email saying they have not been able to contact me, yet when I prepared an e mail letter and sent it back to them on the same address, an automated e mail said that I cannot contact them that way! My two SIM changeovers resulted in no incoming services for several days on one number and promises to get it fixed were not met and the letters issued with the SIMs had wrong instructions on them.”

Helpful Report

Posted 7 years ago

“very bad customer service, told will get a phone back and nothing, no one looking into my case, told something by something and something completely different by someone else and even been hanged up upon after holding for ages”

Helpful Report

Posted 7 years ago

“Appauling customer service. Call centre staff have no clue and read off script somewhere abroad.”

Helpful Report

Posted 7 years ago

“Over priced and absolutley awful customer service”

Helpful Report

Posted 7 years ago

“I joined Virgin Media thinking that I would be able to get outstanding Wifi speeds all around my house. When talking to a sales adviser when I initially bought their service, they said that it would be perfect for homes where many devices are connected and also for gaming. Fast forward a month into the contract I am unable to get sufficient speeds to browse the internet let alone game online. I have tried contacting them but every time I had the same response- staying on the phone with them for over an hour to just get the same response again later on. Please be aware that speeds advertised are only for wired connections or when you are sitting directly on top of the router and because they advertise for the wired speeds (which I only receive 70% of) even if you are getting below 10% of their advertised speeds they can't and won't help. You are also unable to leave due to their outrageous cancellation fee of £125 plus 30 day payment. It is unreal how rubbish I feel being detained in a company for another 10 months, where I cannot get a good wifi service and also where their advisers and technicians can't even help. If you live in the East London area please avoid if you want your moneys worth.”

Helpful Report

Posted 7 years ago

“Been with Virgin for less than two weeks, in that time I have had a network problem that rendered the phone out of order, then when the engineer came he said the wires had been connected wrong in the box. I was without a phone for three days. Tonight the phone doesn't work again and I am told that an engineer will call again in three days. I have had Virgin for 12 days and in that time for six of the days I have had no service. This is extremely poor and I wouldn't recommend Virgin to anyone, the grass isn't always greener I should have stayed with my previous supplier they may have been more expensive but I did have a service.”

Helpful Report

Posted 7 years ago

“The company has clearly lost touch with its customers. They decided to replace a part in the system that caused a cascading fault in Area 26. Then they try to cover their tracks by claiming its a fault without admitting it was their fault. What a disgrace. Six hours later it finally gets sorted at 6.10pm well after the close of business day causing my company a loss of business of an entire day, all because of an installation not properly tested beforehand, as opposed to a lightening strike, or bad weather and not admitting it was their fault on the first call but on the third call lol. I had to speak to one of their technicians on the street to get the real story. The phone team is a joke. I am leaving and going to Sky right away (not that I trust any of them really). Your promises are ridiculous, you give no power to your managers who are really supervisors anyway, and your reaction, we will give you money for the lost time online. What a joke, we lost business full stop and you owe us this instead of £1.85. I am done with this company.”

Helpful Report

Posted 7 years ago

“This is now the second time I have been duped by VM regarding signing up for a new contract, the first time I was offered a new deal but I was not informed I was being sign up for a new contract and this time I was quoted one monthly price over the phone, however a contract was set up with a completely different price. Both occasions I was told I should have had a contract and both occasions a contract was not received by email or post. I am sure this is convenient for VM, may be this is how VM retain customers by scamming people into cheap deal that turn out not to be that cheap. This is bad business practice and you do not expect this kind of disgraceful service from a large well oiled company that operational should be at the top pf their game. I am sure there are many people out their who are being mis-sold packages and VM seem to get away with this so freely and easily. I have just spoken to the rudest customer service colleague from VM. I was told to cut to the chase, he talked over me and basically was not interested in what I had to say. I rang to complain about the changing contractual charge for my broadband and the fact that for the second time I had been quoted a deal over the phone however on the VM computer the two did not match. He had no interest in this and pretty much told me that the computer says this so it is what it is in his rude tone of voice. I told him he was being rude and failed to acknowledge what a complete and utter moron he was being and clearly a VM customer service is not a job he should be doing. Colleague number two could not understand the issue and could only read off a computer screen and just wanted to pass my back through to the moron I had spoken two. Rep number three was what I call " amazing" and I felt she had gone way above and beyond what I would call excellent service. Friendly, informative, knowledgable and more importantly she listened to what I had to say and she genuinely wanted to get the best possible outcome for me. She could clearly see something odd had gone on with my account and was more than willing to put things right even though it was not her fault directly. For a colleague that has only been in the role for 2 month....I cannot praise her enough for such a good job she made of sorting out this mess.”

Helpful Report

Posted 7 years ago

Virgin Media is rated 1.2 based on 2,423 reviews