Virgin Media Reviews

1.2 Rating 1,820 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 1,820 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 19th January 2023
Anonymous
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 21st December 2022
Laura
Virgin Media 1 star review on 21st December 2022
Laura
21
Anonymous
Anonymous  // 01/01/2019
Am trying to get them to send me a return of there equipment box, as I am moving. I know they do not have a service at my new home. It has been terrible service. I have tried times with out number to get them to attend me, no joy. Just the auto system on line and on my phone?
Helpful Report
Posted 4 months ago
Sometimes helpful ; Sometimes confusing.
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Posted 4 months ago
No TV or broadband since 1st September. Live in Surrey Epsom. Appalling service. Keep saying it will be fixed. No faith in them. Stuck in an 18 month contract. £188 exit fee. Will move in 18 months. Anything will be better than this rubbish. Charlene
Helpful Report
Posted 4 months ago
Worst customer service I’ve ever experienced. Signed contract 15th August told my installation would be on 29th August, this was cancelled as external works needed to be done. Changed to 7th October. I work from home so this was far too long to wait as my current provider was ending their service. They send a dongle out which was terrible upload of 0.065, download 0.114, it may aswell be off!! Spoke to over 25 different people on god knows how many departments, over 7 hrs on the phone, promised a new dongle on 2 occasions, didn’t arrive, phoned and waited for another hour to be told we haven’t sent one because you have one!!! Phoned the complaints department who also couldn’t help. The phone was put down on me several times, no call back, now my install date has changed to 31st oct!! They can stick their broadband where the sun don’t shine…, absolute joke of a company with zero customer service… absolutely disgraceful!!
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Posted 4 months ago
I wish I never switched to VM not only have they not ported my number from SKY , they don’t give any reason for the mess up. Very Poor , Stay away from them you will regret it for 18 months
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Posted 4 months ago
Horrible company that doesn't care about their customers and now have doubled my monthly fees for a service I haven't used for over 12 months. They do not care about their customers. Stay away from this abysmal company
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Posted 4 months ago
Do not enter this nightmare guys, I contracted a sim mobile plan from them and even after canceling the contract and paying everything, with the attendant confirming that everything is settled and canceled (after 50 minutes on the phone), I just received an email with a bill to be paid next month. Here we go again to more stress
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Posted 4 months ago
20 years loyalty repaid by the worst customer experience I've ever had! They simply do not care about any customer once on board. Even complaints are just ignored!! As are emails to their CEO Luiz. Solution - leave! And convince others to not join up in the first place. I for one will spread the word on every social media channel available. And every customer I convince to not join them as a customer, or leave if existing ones, is well worth my time spent doing this!! They are an absolute joke!!
Helpful Report
Posted 4 months ago
Awful, almost non-existent customer service. It can take an average of an hour to get through to someone on the phone in India (service agents with limited English). They'd rather you go through an online forum or divert you to a 'chat bot.' The broadband itself is sketchy with regular major drops in connection and speed, which can affect your ability to work. They auto-renew your contract even if you ask them not to, then blame you for it. I'm so glad to be leaving them. Never again!
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Posted 4 months ago
Virgin have an artificially inflated score on here due to it not being possible to give zero stars. Worst customer service I have ever dealt with, just thrown all their equipment out of the window.
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Posted 4 months ago
Ripp of they change my bill to £52 a month without telling me
Helpful Report
Posted 4 months ago
It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this? I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis. If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy. But you do it anyway. Just look at the reviews amassing on Trustpilot. When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
Helpful Report
Posted 4 months ago
I was signed up for broadband and phone but I just wanted to postpone my contract for 8 days until my previous contract expired so I started to get in touch. After work the following day about 7 o clock I tried to call them but no matter what I tried to do on the phone and on line couldn't sort it. The following morning it took me 40 min to speak to someone that might be able to postpone the contract but they said they couldn't do it. At this stage I am getting disappointed with the service so I told them to cancel everything.
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Posted 4 months ago
I wish I could give it a 0 star!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! >>I took the new broadband service and they cancelled the appointment on the last day. >> In the meantime I cancelled my current provider and am working from home without an internet connection. >> I called customer care and they don't have a valid reason to change the installation date >> After 1 hour of argument customer care executive advised me to buy a new sim card and he promised he would activate free unlimited data for a month. >> I bought a new sim card from my pocket and called back customer care again and the new agent don't have any clue what I am talking about and she promised she will call me back after a few hours. >> No calls were received from the end and I called back again the next day for an update that time the customer care agent is nice and helpful he explained to me that I won't get any wifi dongle and no unlimited data in my new sim card because I am not eligible for nothing. >> In the meantime the installation date is moved forward to one more month. What a pathetic serviceee!!!!!!!!!!!!!!!...
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Posted 4 months ago
Just terrible, every step of the way. DO NOT USE VIRGIN. Annoyingly I am trapped in contract with them across 5 houses. - They charged me £100's each month for a calls on a phone line we never had (never got that money back) - I continually give them direct debit details, they keep not taking payment then charging me £50-£100 fine for lay payment each month despite it being their fault, then they disconnect my Internet out of hours so we have no internet and can't resolve it until they open the next day which takes hours of time calling - Signal often appalling and customer service not existent - It took 7 months to install our internet in our latest property, with promises each month it would be installed
Helpful Report
Posted 4 months ago
I wouldn't even give one star!! 18 month contract which started off not too bad, until outwith the cancellation period - then nothing but issues with internet connection being lost several times a day. Customer service (if you manage to get through) is atrocious, making promises they do not keep. Tried to escalate the issue & eventually, on 2 occasions, managed to lodge a complaint which resulted in an email saying "this is now resolved & the case closed"! This was within a couple of hours of receiving an email to confirm they had received my complaint! It is not worth all the hassle taking Virgin Media TV &/or Internet - I waited 16 months, counting down the days until I could provide Virgin with their 30 days notice of termination. They've also taken £190 from my bank account & said they'll refund any overpayment within 4-6 weeks... now to see if that actually happens too. Very poor service. 😡
Virgin Media 1 star review on 15th September 2022 Virgin Media 1 star review on 15th September 2022 Virgin Media 1 star review on 15th September 2022 Virgin Media 1 star review on 15th September 2022
Helpful Report
Posted 4 months ago
Over two months and can't sort problem out, poor customer service
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Posted 4 months ago
Worst customer service ever! Loss of connections and frequent low speeds under 20 mbs/s whilst paying for 350 mbs/s. All response- we cann't see any fault on our side, just keep monitoring connection and restart router what I've been doing every second day for 2 weeks already. No resolution or guidance how to solve issue at all. AVOID Virgin Media, what's point of speed if no stable connection!
Helpful Report
Posted 4 months ago
****DO NOT JOIN VIRGIN FOR ANY SERVICES… ****DO NOT JOIN VIRGIN FOR ANY SERVICES ESPECIALLY BROADBAND***** If I could give less than 1 star or minus I definitely would award this company the crappiest service ever. If you join Virgin Media you will be paying for intermittent and complete loss of service. You will be told you can be compensated but the service is completely lost so you still need to pay for your service in full even though you sat there for a full weekend with no services. This like most companies is a joke and they just want your money. The worst service ever!!!! Keep looking but don't settle or promote this complete waste of service. You will regret the day you signed up, believe me!!!! They will even reply to this like they are gonna look after me but in reality they will waste your time, resolve nothing and ask for a review 🤷🏾‍♂️ The service sucks!!!!
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Posted 4 months ago
I have been trying to get virgin in my flat and given my entire street has it they can not give me any explanation why they cant wire me up despite their access point being 2 meters in front of our front door.. The women in the sales department was beyond rude saying they do not have money for cables :D i find this beyond annoying and i have been waiting for nearly 1 year for a simple cable i can even run myself and given every building around me has it i do not believe there can be any logical explanation to their refusal to run a simple cable.
Helpful Report
Posted 5 months ago
Virgin Media is rated 1.2 based on 1,820 reviews