Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,381 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,381 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 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

102

Anonymous

Anonymous // 01/01/2019

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

“Dear Virgin Media Support Team, I’m writing to express my deep dissatisfaction with the lack of internet services over the past year. Despite countless hours spent calling customer support, my account remains in limbo, leaving me without the services I’m paying for. Now i understand why RANKED as one of the worst in UK. Gone through Hell since i signed this contract. -0 stars for everything. This ongoing situation is unacceptable. Instead of enjoying a reliable connection, I’m constantly dealing with disruptions and follow-ups, all of which have gone unresolved. PLEASE PLEASE DONT SIGN ANY CONTRACT UNTIL YOU GOD DAMN SURE”

Helpful Report

Posted 10 months ago

“Shocking service,changed my instal time to AM by text and i cant accommodate that time as i work so i pressed the link to rebook it it thinking it would be next day,nope 2 weeks away and i had cancelled my bt so now left with no internet wich i need for work. Spent 2 hours on sunday talking to foreign people who dont understand your problem. Now cancelled and package taken with sky instead!”

Helpful Report

Posted 10 months ago

“Avoid Virgin Media – Worst Customer Service Experience Ever I recently signed up with Virgin Media, and it’s been nothing but disappointment from the start. Salesperson Lies: The salesperson promised a £75 voucher as part of the deal. After activating the router and emailing the address they provided, I was told there was no record of the voucher. After multiple calls and complaints, they offered me a measly £35 as compensation. Billing Issues: The salesperson also said my contract would start upon activation of the router—not true. My billing started the moment the package was delivered, meaning I had to pay for both Virgin and my previous provider, TalkTalk, for a whole month. They offered a £10 discount, but it still felt like I was being misled. Hard Credit Search: Without informing me, they performed a hard search on my credit file, which affected my score. When I raised this, they brushed it off, saying it was standard practice with Equifax. This will stay on my credit record for a year. Unbelievable. Equipment and Service Issues: I didn’t even use Virgin’s service for the first month because I still had TalkTalk. When I tried to set up the router, I discovered there was no Virgin plug in my home—despite them insisting over the phone that there was. The Hub 3 router they provided delivers poor Wi-Fi coverage. In some areas of my home, I only get 1-2 bars of signal, and I can’t even perform a basic Google search upstairs. When I called for help, the technician was rude, unprofessional, and made jokes during the call. He claimed to send a Wi-Fi pod to boost the signal, but it never arrived. When I called back, another agent was more helpful but revealed that Virgin limits the router’s settings and features, so you’re forced to pay £8 a month for these extra Wi-Fi pods! My previous TalkTalk router covered my entire house and even worked in the garden—Virgin’s doesn’t even cover the upstairs. My Solution: I’ve had enough. I purchased a new TP-Link router and plan to switch Virgin’s Hub 3 to modem mode. Hopefully, this solves the issue, and I won’t need to deal with their awful customer service again. Summary of my experience: • Salesperson: Lies to make the sale. • Hard Credit Search: They do this without warning, and you can’t remove it. • Customer Service: 50% unhelpful and unprofessional; 50% actually doing their jobs. • Hub 3 Router: Limited on purpose to force you to pay monthly for Wi-Fi boosters. I’ve never experienced worse customer service or broadband service in my life. I can’t wait to finish my contract and leave. I might even switch to a 5G antenna or return to TalkTalk, who never gave me this much trouble in 6-7 years. Bottom line: Avoid Virgin Media at all costs. They lie, provide poor service, and only want to squeeze more money out of you.”

Helpful Report

Posted 10 months ago

“The words abysmal, rubbish service, terrible, non existent communications, don't give a damn, expensive are a few of the words I would use to describe the years of suffering I have endured with this outfit. DO NOT under any circumstances and irrespective of their promotions sign up or extend. YOU HAVE BEEN WARNED.”

Helpful Report

Posted 10 months ago

“Truly the most abysmal customer service I have experienced in my life. Virtually impossible to get through - you get transferred from a crappy text service to WhatsApp that often doesn't reply at all. After many hours you get through to someone who is of no use but tries to sell you other services. They continually misunderstand your problem before eventually saying they have to send you to a different person. They then phone you at a random time and if you don't answer because you actually have a job then they claim the entire problem is resolved and you start the process again.”

Helpful Report

Posted 10 months ago

“Where do I start!!! If I could give 0 stars I would! Once you leave virgin media, all hell breaks loose. Getting credit refunded is impossible. Anyone you speak to gives you a different answer. Complaint procedure is non existent! I cancelled my service because I moved house and it was in unserviceable area. They applied termination fee even though they can not provide services to the new address, then they credited back termination fee making a point that they are doing me favour, but still collected termination fee from my bank account. Now I have to wait for it to be credited back, I was told on 28/09/2024 it will take 3 days, then on the 03/10/2024 they told me it is 14 days. 14 days passed, money is still not received. I was now told it will be paid by tomorrow (very much doubt it). I raised complaint - nothing happened! Stay clear of this company if you value your time and sanity!”

Helpful Report

Posted 10 months ago

“Absolute nonsense, my bill has been paid,still receiving emails about none payment,called customer service(which was below any acceptable level),they can't resolve the issue,definitely avoid them.”

Helpful Report

Posted 10 months ago

“Avoid these absolute chancers at all costs. My experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation. That is then changed the following day without explanation to 05.10.2024. On Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not. I wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received. I contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days. Eventually, a fourth installation date appears: Tuesday 22nd October. At 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour – that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date. I do exactly this at 7:08 PM ‎Friday, ‎11 ‎October ‎2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd. I call them again the following day. I am told "concern team will get back to you in 24hrs." They don't. After 25 hours, I reply via WhatsApp and am told "my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours." Guess what? They do not. Just marking your words there, Harsh. It is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless. It's one of the worst customer experiences I've ever had and I haven't even started with them yet.”

Virgin Media 1 star review on 16th October 2024

Helpful Report

Posted 10 months ago

“DO NOT TRUST VIRGIN MEDIA! Absolutely lied to us and scammed us. Customer service is non-existent. When switching to Virgin, I was on the phone with a sales agent for over an hour, double checking that we would not be fined for leaving Virgin soon after joining (we were planning to move abroad later in the year). The Virgin sales agent assured me that Virgin couldn't provide services abroad, so we would be able to cancel their services free of charge. So when I called to cancel a few months later, I was shocked to find that Virgin were demanding us to pay £330 to cancel their services. I told them about the conversation with the sales agent, and they didn't want to listen at all. Apparently it's in our contract that if we cancel, we owe money. But I was told the exact opposite when signing up. So I'll be raising this with the ombudsman, because we've been completely scammed by the Virgin Media sales department! We will never ever ever again use any Virgin services, can't trust them AT ALL.”

Helpful Report

Posted 10 months ago

“EE completed my one switch with virgin media, virgin never processed it correctly now I'm being billed twice until they disconnect my services 16 years with them absolute joke trying to end contract with them , all ready give 30days notice now another 30days notice, customer service shocking process to deal with things diabolical never again going with them after this”

Helpful Report

Posted 10 months ago

“Slow speeds, can't get through to anyone to help and when you do they say they'll do something but they don't. They just try to upsell. There was an outage in my area for a week. They said they would automatically compensate me after long phone calls - they did not. Then they cut me off the day before my planned switch date to another provider saying my bill is overdue for payment but also saying my bill will go out automatically at a later date so I don't need to do anything! So now we have NO INTERNET AT ALL. appalling.”

Virgin Media 1 star review on 7th October 2024

Helpful Report

Posted 10 months ago

“Well where do I start 1000 Meg internet very poor moved to new address took 3 payments and knew my signal strength was so week told me on 29th last month that they needed put new line in but can't be done till 31st next month witch is very poor everythink is disrupted technician shown me what I was loosing asked cancel as I've gone with someone else now they trying charge me 398 pound break it but it don't work there joke company very poor customer service very poor and I'm so glad I've gone with bt just so poor to loyal customers virgin media are rubbish money grabbing c^^^^s”

Helpful Report

Posted 10 months ago

“We though we'd take the chance to 'improve' our download speeds and bandwidth with Virgin, by leaving behind an average EE service. Big mistake. Two engineers, with a third booked (no one can find their a r s e with both hands), but told even the sub-contractor may not be able to install! Jesus H. Corbett!!!! That was enough. A 1hr phone call, and 3 agents later, cancelled. Back to EE. God awful company. Once bitten, twice shy. Don't waste your time. Honest. Don't.”

Helpful Report

Posted 10 months ago

“Was provided a poor broadband service for the price, was harassed later on in my contract to upgrade my services, I upgraded and the service was no better. Later they doubled charged my payment and restricted my service so I asked to cancel my contract because I was not happy. Then they told me a had to make a complaint and they would send me a deadlock letter (I had no idea what this was) but they disregarded my complaint and told me to seek legal advice. How does virgin call this customer service?”

Helpful Report

Posted 10 months ago

“This broadband service is among the best available, but the customer service leaves much to be desired. Existing customers are treated poorly, often receiving worse deals than new customers, with no effort made to provide competitive offers. Be cautious when giving notice. I contacted customer service just over a month before my contract ended to inform them of my cancellation, but the representative refused to process it because it was more than 30 days out, warning me of an early cancellation fee. She suggested I send a letter instead, which I did. I specifically requested that my cancellation take effect at the end of my contract, but they scheduled it for a month after they received my letter, a week earlier than I had asked. When I followed up, the call center claimed my letter indicated an earlier date, which is untrue, as I have a copy saved. They advised me to send another letter to withdraw my cancellation and then call them back or send yet another letter. It seems they are more focused on finding ways to charge extra fees than on helping customers. The stress involved just isn’t worth it!”

Helpful Report

Posted 10 months ago

“I have been a customer of Virgin's since the early Telewest days (best part of 30 years!). Ever since Virgin Media ("VM") took over, I've seen the technical capability of the equipment go up, but the Service deteriorate. It's now got to an all time low for me such that I am going to have to downgrade to another provider to save stress. The main reasons for this is the way Virgin's customer interaction is geared against us, examples being: -the overly automated call menus -the well meaning, well mannered but very tightly regulated call centre and technical staff that work within the"System". -"the way the "System" interferes with the transfer of your call to (EG) Technical so that whoever picks up has no idea why you've called even though the call centre staff has seemingly briefed "someone" ahead of the transfer... meaning you have to start explaining all over again! -"call dropping" -staff "incentivised" to sell higher priced contracts, if they can as part of fix to any service problem. My latest negative experience was my FOURTH attempt to get another one of their Wifi Pods (2nd) to sort out intermittencies at my home. Everytime I try, I get a very understanding call centre person who patiently listens, swears they'll get me "one this time" and talks to Technical Dept ahead of transfering my call, only to find that again, I have to PROVE I need one by doing their "speedtests". Lets just say I got very wet standing outside doing their speed test one time, to, of course, be refused because the reception was good that time. I'm made to feel like I'm just a cheapskate; after something for nothing! I hate having to call Virgin Media up because I've either got a problem or I need to renew my contract because it often means more than one hour of my life is going to be wasted trying to persuade them to act or give me a competitive deal. I've even gone through their complaint process, only to be rebuffed. I looked at escalating to OFCOM and got OFPUT!. What I am advising is be prepared if you need aftersales support, because only although the equipment is fast etc, just wait until you get a problem and find out what VM are really like..... To me, it's a "system" geared for taking max profit and to concede as little as possible by employing time delays, automation, and when you do get through, people who appear to want to help but cannot for whatever reason. There's a reason I've had to stay with these guys because no other provider will give me a fibre connection or use VM's, but I would have moved years ago, if I could! 23/9/24 - My response to your generic response is that I've left my telephone number on Whatsapp. WHY DON'T YOU CALL ME, FOR A CHANGE!”

Helpful Report

Posted 10 months ago

“Awful experience with Virgin Media Awful experience with Virgin Media. Issue still to be rectified after 3 months of going back and fourth with different departments in their customer service. Renewed our contract with them agreeing a price of £101. First bill to come out was £157.97. Spoke with customer services and they admitted error and apologised and confirmed that they could not meet this deal but offered a new deal of £104.95 which we agreed to. Next bill again £157.97. Spoke with customer services again to be told they had notes of this but that they hadn’t updated their system. Agreed we would be refunded the overpaid amount. We didn’t receive a refund or credit and have today been charged £130. On the phone to customer services again today for an hour and 15 minutes to rectify as we have overpaid by £130 in the space of 3 months. They have told me they have no record of the original contract and therefore can only credit us £81.95. After getting nowhere with disputing this, have agreed to be refunded this amount until a manager gets in contact with us, although we have requested a call back from a manager for the last 3 months and have received no correspondence. Finally spoke with someone who has offered to file a complaint so we are assured to get a call back from a manager between 48hrs and 7 days from now. Asked to amend our package deal due to issues we have experienced but have been told they cannot do this due to being 3 months into the contract, even though they have yet to rectify these ongoing issues. We have been quoted just shy of £2000 to cancel our contract altogether. Absolutely appalling service and an absolute scam of a company. I have explained the extra £130 that we have overpaid is a weekly food shop for us and our 1 year old, yet no sympathy for the error on their end and no resolution. Would not recommend using this company!!!!! Date of experience: 30 September 2024”

Helpful Report

Posted 11 months ago

“EVERYTHING. Absolutely appalling service as well as appalling customer service. Been charging me for services I haven’t had since 2019 and then try to tell me I have a bill of over £600 when I make a monthly payment of £200. Was told by a customer service person that bill was incorrect yet they still sent to debt collectors and have restricted my services. Funny how when I mention how much they owe me they don’t want to talk about it and no one can help.”

Helpful Report

Posted 11 months ago

“Here’s a corrected version of your message: I have been a Virgin Media customer for four years, but their service has deteriorated significantly. When I decided to cancel my plan, the process was incredibly difficult and frustrating. They constantly begged me to stay, but never addressed the problems when I needed help. I cancelled my Virgin Media service three months ago, yet I continue to receive letters about outstanding bills. Despite returning all of their equipment, I was charged £40 for no reason. When I called customer service, they admitted it was their mistake. However, if I hadn’t paid this £40, it could have been escalated to debt collection and potentially a County Court Judgment (CCJ). I don’t need apologies for how poor your service is. I certainly don’t deserve to go through this unnecessary stress when the fault is not mine.”

Helpful Report

Posted 11 months ago

“Appalling customer journey. Through no fault of the customer adviser agents they simply do not have the knowledge or resources to deal with complex issues outside of what the help guides provide online. There is no way to speak to someone with authority to help, managers are unavailable, back office teams are uncontactable. All the while you are left with an inactive service that you are still paying for. Worse, all the issues could have been avoided. Virgin caused the problems with their own inadequate processes. I have tried logging complaints but they close them with no contact, update or resolution. Truly the worst customer service by far, am having some regrets joining but locked in for 18 months now. I feel for the staff having to work under such awful practice and procedure.”

Helpful Report

Posted 11 months ago

Virgin Media is rated 1.2 based on 2,381 reviews