Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,367 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,367 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 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

Virgin Media 1 star review on 17th April 2025

Rianna

101

Anonymous

Anonymous // 01/01/2019

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

“The worst broadband provider I have ever had , so many problems , spending lots of hours on the phone to sort out problems which in the end they are still not sort out. They taking money from your account with out information you. If you ever have to change the broadband DONT go with virgin media. They are USELESS.”

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Posted 4 years ago

“Disgusting - after my contact ends - goes from £29 pcm to £59 pcm - as we speak I've been on web-chat for 2 hours with no repsonse to discuss my renewal”

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Posted 4 years ago

“Customer service is bad, like the staff themselves are fine but getting through via email livd chat and phone can sometimes be impossible. Third time in 2 weeks no one gets back to me and i cant get through to them.”

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Posted 4 years ago

“Didn’t do anything that they promised and lied to me about what I would be getting, by far the worst customer service I have ever experienced and would not recommend them to my worst enemy . Please if you you do one thing do not give your money to virgin media .”

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Posted 4 years ago

“Absolute garbage.Customer service the worst I have come across.Overseas call centre agents have no command of English.They try to con you into new overpriced contracts,lie about their communications with you,lie about bill payments,lie about getting back in touch with you. Have changed provider now and my experience with this new provider is completely the opposite to the one I had with Virgin.Still waiting for a refund check from the Branson wasters(not holding my breath).Formal complaint ongoing with these parasites.If I could have given no stars I would have.”

Helpful Report

Posted 4 years ago

“Appalling Customer Service I lhave been trying to cancel my contract renewal since I received notification in early April that it finished on the 15th May. I have been with another provider since the contract renewal date. I have spent hours on the phone trying to get through to the cancelation team, and hours on the Internet, I spent over a week on the text service trying to get this resolved. In another attempt to get through on the 16th of April I contacted resolver to complain in the hope that I might finally get some resolution, but no I was redirected back to the phone and internet service. When I got through on the internet, I was offered a better deal but refused I was passed to someone else who offered a better deal but I refused. I was finally told I was being redirected to the cancellation team I waited the rest of the day but nothing happened. I had been through all the security checks, I waited and waited but nobody came on. I was still on line the next day and nobody came on, I kept commenting but got nothing back. At the end of the day I left a message as it said the conversations are recorded giving all my details and saying I do not want any deal just confirmation my contract was cancelled? All through May I spoke to people by phone and Internet and was told someone would ring me within 72 hours and was told they could not cancel if I wanted to make a complaint and would have to make payments as I had not spoken to the cancellation team. On the 3rd June I got a letter saying to contact the text line which I did. I had numerous conversations on the text service that lasted over a week. I then received emails welcoming me to a new package with phone after being on the text line for over a week after I categorically said I don't want any Virgin services. On Friday the 5th or 12th June someone did ring me Mary Ellis she said she would cancel my contract but could not cancel the payments someone else would have to do this as she could not do anymore I asked her to escalate my complaint and could she send me an email to confirm she had done this. On the 26th June I received an email confirming she had done this. I am still waiting for someone to contact me to resolve his. I have tried to get through to the cancellations team on numerous occasions and have wasted hours of my time trying to do so. Whilst I appreciate this has been a difficult time for us all I cannot be blamed for the inability to get a response from Virgins cancellation team. This process has been exceptionally frustrating and distressing at a time when life is difficult enough. I have been trying to work from home whilst trying to resolve this, I have underlying health conditions. I am hoping this can finally be resolved, I have done everything I possibly could to follow the cancellation process I will have to seek and adjudication from the Communication & Internet Services Adjudication Scheme.”

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Posted 4 years ago

“Rubbish, I pay over £50 month for 300 mbs best I ever get is 90mbs, usually it's 45 ISH, breaks at least twice per day total garbage 😠”

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Posted 5 years ago

“Wifi used to be excellent but all of a sudden the quality has dropped. Poor service. Cant even connect a ps4 with a direct ethernet cable.!”

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Posted 5 years ago

“Installation delayed by Over 20 days, then another time Over 20 days. Customer service is appalling, nobody gives you any attention. Bad bad Virgin, I hope you survive the crises, wouldn’t be nice to have all those people out of jobs.”

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Posted 5 years ago

“It's fast, but breaks *at least once* per week for 5h to 16h.”

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Posted 5 years ago

“Disconnects 4 times a day even when sitting in the same room as the hub. They aren't lying when they say fast internet speeds but like 4 TIMES A DAY”

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Posted 5 years ago

“The network is constantly faulty.”

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Posted 5 years ago

“After 3 weeks of spending hours on the phone together with countless e mails, I have come to the conclusion that you need to be brain dead before you can get a job in their customer service department. None of them would honour an e mail from their chief exec`s department which fixed my monthly price until January 2021”

Helpful Report

Posted 5 years ago

“Absolutely disgusting service, signed up to broadband, day before installation date it got postponed by 3 weeks, then the day before new install date got postponed by a further 7 weeks!”

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Posted 5 years ago

“Broadband has been fine. We took a t.v. broadband and phone line with them believing it to be a good package. Started out good now 2 months later channels have been removed from the telly to find we need to subscribe ( no mention of this before signing) what makes matters worse is we could have got a £9 dearer deal with sky with more channels and the same broadband and phone. Total rip off will be getting cancelled at 1st opertunity”

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Posted 5 years ago

“They 'upgraded' me to a new hub over a month ago. Since then my connection has been dropping out at least three times a day when working from home just two rooms away from my hub. They've said I need a booster which they'll happily charge me £3 a month for. I don't understand how they can be get away with providing me with a worse service and get to charge me for bringing it back up to scratch... Having lodged a complaint over a week ago, I chased on the progress of the complaint (my sixth phonecall to them this month) and they redirected me to a freelance engineer who was unable to help update me on the complaint and suggested I call back again. I am just aghast at how incompetent they can be, and get away with it.”

Helpful Report

Posted 5 years ago

“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

Virgin Media is rated 1.2 based on 2,367 reviews