Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,414 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,414 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

“Not great service. Had issue with intermittent connectivity, call centre helpful, did normal tests, still issues, new router sent out, still issues, call centre helpful and engineer sent out, found "fault" and added adaptor to router, still issues and now I can't get to speak with anyone. Call centre number after automatically restarting my router after finding an issue redirects to me to faults page on the website which suggest reboot or reset router and that's it. It feels like I've had my quota of support and the telephone number and website are configured to not allow me to get anymore. Wow! Highly recommend you to ignore the amazing deals as you'll regret it.”

Helpful Report

Posted 5 years ago

“Absolutely abysmal experience! Do not use! We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere! We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further! Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge. On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account! Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price. We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped! As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register. Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham”

Helpful Report

Posted 5 years ago

“did not want to give you one star, lied to all the time, twice have been told a engineer was coming out still waiting 3 weeks of told the problem has been fixed, rude and unhelpful staff,”

Helpful Report

Posted 5 years ago

“Before I agreed with my current contract, I asked how much is the exit fee because I expected to end it before the 12 month period. I was told the exit fee would be less than 30 £ and as it seemed reasonable, I accepted the contract. But in February, I asked again about the exit fee... and this time I was told that there is not such a "less than 30 £ exit fee" and I must pay the full 12 months period contract if I end it before the 12 months! Since then, I called Virgin many times, wrote Virgin many times, recieved letters, sent many text messages. All I want from Virgin is that someone listen the phone conversation I had when I took the contract so to be charged with the exit fee that I was promised that day. Something simple, but Virgin hasn't done it. Instead, Virgin goes forward and then back to the same inicial point, even with lies like the one that they called me 3 times and I didn't answer. Now I am trapped with a contract that I don't need and I only want to end it paying the exit fee which I was promised. In top of that, the broadband rarely reaches the supposed speed.”

Helpful Report

Posted 5 years ago

“I come to the end of my contract so I got a letter from Virgin that my tariff is gone up from £31 to £49 (almost 40% up... pure legalized theft) So I phoned them to tell them that I am leaving and after 40 minutes wait, they sent me to another department then I was cut off. They cut off 3 Times wasting almost all afternoon. Ombudsman and Fair Trading complaints is following. True they have fast speed internet but other big names are catching up so please please please avoid these vultures.”

Helpful Report

Posted 5 years ago

“Internet connection is appalling thinking on leaving virgin”

Helpful Report

Posted 5 years ago

“Absolutely shocking service - I am a business broadband customer and had no end of issues. DO NOT TOUCH VIRGIN FOR BROADBAND - IF YOU HAVE AN ISSUE, IT WILL NEVER GET FIXED! Customer Care has never replied to any of my emails, even though I have spoken to them directly in the past.”

Helpful Report

Posted 5 years ago

“Horrendous customer experience. Repeatedly lied to regarding installation by customer services & left without internet for 3 weeks at the midst of the Coronavirus pandemic. Avoid at all costs.”

Helpful Report

Posted 5 years ago

“Mobile data and calls coverage is not what they show you on your website. I signed up a contract and looked up my work area KT100 showed 4G. Apparently, I have only one bar and my phone and apps don't load even when my phone is out of the building. I tried a few handsets. Called customer service. They said that I should call them up before I sign the contract to check if I am going to have a good reception at my workplace. Also, their system shows no issue at the address and the reception is good. I asked for technical support but the staff member said there is not such a thing. Very disappointed by the service, customer service and the way they treated me.”

Helpful Report

Posted 5 years ago

““Worst customer service, phone lines drops and they never call back, always making excuses of their wrong doing with the customers””

Helpful Report

Posted 5 years ago

“Customer service does not exist. discovered they offer much more than I had for half the price. paid regularly on time by direct debit, and they stopped my TV service, arsed, they don't deserve the custom. I bet Mr Branson doesn't realise he employs empty heads, or maybe he does that's why he's a wealthy guy...”

Helpful Report

Posted 5 years ago

“It's 3am and yet again Virgin Mobile are acting like parents over what adults can view. By 9am it will be working as normal again. If you want a big brother looking at you and controlling what you see, Virgin media will be perfect. If you want freedom to browse the net day and night as you choose... Look elsewhere as it's all big brother watching and controlling you at Virgin. I will telephone them again tomorrow...and again.. and again. They cannot resist trying to control you it would seem, so no choice but write a review and warn people who is watching you always at virgin.”

Helpful Report

Posted 5 years ago

“Worst customer service, phone lines drops and they never call back, always making excuses of their wrong doing with the customers”

Helpful Report

Posted 5 years ago

“Appalling customer service. I’m a current customer and have had ongoing issues for many months with internet speed. Spent hours on the phone trying to sort this out. I was mislead and went into a new contract with them. Constantly given incorrect information and false promises and wrong charges. The complaints team aren’t currently working however the sales team are! How can a large business like this can operate without managerial support amazes me . I was told ‘don’t you know we are in a pandemic ‘by one call handler . My reply was I’m a nurse working in that pandemic so yes I do!! Issues were well before that and they shouldn’t give incorrect advice . Other teams are working from home so why aren’t the complaints team? You are told a manager will call back and they never do . You can’t even speak to a supervisor . Shocking service”

Helpful Report

Posted 5 years ago

“Cancel contract, Account number 053642405 I have been writing this review during the more than an hour wait to speak to a human at Virgin. It's not worth it. Go with whatever other company offers a better deal and don't count on Virgin for decent internet provision or customer service. I have had decent broadband provision with Virgin for a year and renewed my contract for a more expensive rate in March 2020. It's been hell since and I will try to cancel my contract. Virgin always had shitty costumer service, but at least I didn't have to call them often. I am supposed to get 100MB speed, but I get around 30-40MB next to the router. The service drops in the middle of work meetings during the day as I now work from home, putting me in a terrible situation at work. My bedroom gets 0.2 MB. In fact the speed.net website often cannot even perform a speed check as there is no speed so I have been using my mobile data. Their app also detects poor service. If I wanted spotty, unreliable internet provision, I could pay half the price I am paying virgin so I am ready to take this to the ombudsman if I can't get out of the contract.”

Helpful Report

Posted 5 years ago

“Lying dishonest customer services, if I could get rid of virgin I would and recommend others to go elsewhere for their TV, Internet etc, totally shoddy service overall.”

Helpful Report

Posted 5 years ago

“Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area. When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them. Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and service via bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable. The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past. These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).”

Helpful Report

Posted 5 years ago

“DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.”

Helpful Report

Posted 5 years ago

“Virgin came to conduct a repair and some how managed to disconnect the cable linking the internet to our house (their words not mine.) Called them more than five times, and each time were told that they would call back and never got a call back. Now they are saying it’s a two man job and given government regulations they can’t repair the issue. How can they determine its a two man job without even reviewing the problem. Pathetic service.”

Helpful Report

Posted 5 years ago

“Genuinely the slowest WiFi ever. Having no WiFi is faster than having Virgin WiFi. Download speeds are so bad at one point a small update for a game I already have downloaded quoted ‘175 days to finish’ constantly dropping out, can’t play videos even in 720p for a few seconds. Even struggles with 144p quality!!!!!!!! We pay for the most expensive package they have an absolute joke.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,414 reviews