Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,370 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,370 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Called to cancel in good time as we were moving house. Virgin don't supply our new house but other providers do. (BT etc) However as we have 1 year left on our contract they have just hit us with a large end of contract charge over £110 I just want to stress we didn't want to leave virgin as their service has been great for the last 5 years, however we had no choice. When complaining they just threw the terms and conditions in our faces. I will never use virgin Media again and defiantly NOT recommend them on the basis of what's happened above. Circumstances change and I understand why they put these charges in place but they have you backed into a corner for their failure to supply more rural locations against a large city!”

Helpful Report

Posted 3 years ago

“The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses. I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address. As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee. I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised. When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours. These calls have again not occurred one week later. My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service. All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent. Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.”

Helpful Report

Posted 3 years ago

“DO NOT EVER GO WITH THIS COMPANY, THEY ARE THE WORST their customer service is the worst, their complaints team close off complaints without notice or acknowledgement, their web chat team are so incapable of doing anything and their resolution to all problems, is why don't you give us a call? they can't seem to understand that calling their call centre, or dealing with the web chat has made my issues WORSE! I will be avoiding ALL virgin services because my utter disgust at they way they have treated me and i will be actively suggesting to as many others as i can to DO THE SAME AVOID AT ALL COSTS IT IS SIMPLY NOT WORTH THE HASSLE!!”

Helpful Report

Posted 3 years ago

“**READY TO READ WHAT HAPPENED?** Back in 20 August we stopped getting WiFi service in my flat. We called a number of times to get it checked, they did nothing. They sent a few engineers to check, and nothing. They sent their third-party construction company Kier to check cabling, only to find out there cables were torn and weirdly installed. Fast forward, almost two months later WITHOUT internet service. Dates kept getting pushed and pushed and calling customer service was pathetic; they did not know what to say or how to stall this problem. I wanted to escalate this terrible customer service and they said they were not allowed. Even third world countries (I should know because I am from one) offer better services and show MUCH better attention. **THINGS GOT WORSE!!!!!!!!!!*** A month and a half after not getting services, we check the bill to see we need to pay more (GOD KNOWS WHY!??!) -- We called only to find out Virgin forced us into an 18-month contract without contacting us. We decided to terminate services, after they had given us false hopes. Of course, they did so in a blink of an eye so they don't have to deal with us. DO NOT EVER PAY FOR VIRGIN'S SERVICES. THEY ARE INCOMPETENT, INDIFFERENT, AND LAZY. Virgin if you are reading this, you can contact me all you want, I would LOVE to hear from you and see what is your excuse you left us close to two months without services. ZERO STARS”

Helpful Report

Posted 3 years ago

“Shockingly poor service!!! Our 8 SIM cards have been blocked since the mid of September and I'm following up 24/7 with them on Messenger but it's of no use!!! Every time a new customer representative joins the chat and I have to explain my problem from the beginning!! And till now they didn't come up with any solution!!! Worst experience with a customer service provider I have ever had. DON'T EVER GO FOR ANY SERVICE FROM VIRGIN !!!”

Helpful Report

Posted 3 years ago

“Worst customer service. Poor internet connection. Do not consider as a broadband provider! I just called to disconnect my service due to home moving and I was told to pay the disconnection fees, however my 18th month contract should be ending same day with my requesting disconnection day, so no fees supposed to be apply. Apparently at all the time I called the customer service because of rubbish speed and I was agreeing to pay more just to have normal connection, they was doing a new contract for me. Not upgrading my contact but making a new contract- is that even legal to do so?! Worst customer service.”

Helpful Report

Posted 3 years ago

“Well well,well. I have never been so shocked dealing with virgin media. On the 16th our whole area lost, phone, broadband and tv services. I called them up and they said that they would send someone out to see what was going on. About an hour later I received a text saying that they had put my visit on hold as there was a whole area problem. So, all in all we had no internet and TV for four days. Over this period of 4 days, I spoke to 3 different people moaning at them say the is not right, I would like a refund for the days that I have been able to work because of the lack of internet. Each time I was told as soon as it gets repaired an automatic refund will be given. I also raise a complaint on the 17th received the reference number, but of course have not heard anything back. So, the service is back up and running and I am looking at my bill and its still the same price. So, I called virgin again and I spoke to a lady that said as the telephones still had a problem, they couldn't issue refunds until the service was up and running. So today I call virgin again and ask what is happening with automatic refund, as this is not the first time that virgin has gone down, and I have not received anything. The man that I spoke to said to me that you only get compensation if the broadband goes out and we have had no outage previously this month. I was so shocked I had to clarify. So your telling me that my whole area that is on virgin broadband has been working fine. He said yes looking at the system that is what it is telling me. So, I said that there must be something wrong with your system. He started getting defensive saying no there is nothing wrong with the system and that I am wrong. I was on the phone with him for 28mins. Even typing this now I still cannot deliver the conversation, at no point did I say that he is reading his system wrong, what I'm saying is that the is a problem with the system and that it needs to be investigated. His response was oh so because I am not telling you want you want to hear your saying something is wrong with the system. WOW! He then said that you if want a refund of £8.06 he is happy to sort that out, but I said being refunded does not sort the problem out of the system saying that there was no outage when there was So my solution was that he raise a complaint and forward it on to a higher member of staff to look into it and also look into the area, he then got a little bit angry saying we will not discuss any one else bills with you. (Had to shake my head to myself) as at no point did I suggest this. (I am so hopping that our whole conversation is on record) He then typed some stuff out and said that he would pass it on to his manager who will contact me. I really don't normally do reviews, my only reviews are when I have a really positive experience and someone of some company has gone above and beyond my expectations. I am finding that the country going through Covid and coming out the other side has changed so much in the way that big companies treat little people, they just don’t care anymore, but what they need to realise is that by being more understanding and rectifying their errors, goes a long way with customers and results in loyalty.”

Helpful Report

Posted 3 years ago

“I am a veteran Virgin customer, and on 29 August I contacted CS to have the Drop Cable replaced. An appointment was made for a technician to fix it, who arrived on 31 August. But he just checked the ‘phone and box, and confirmed that the cable must be replaced. He said that he would contact me later with details to install a new drop cable. Not a word. Two weeks later I contacted CS again, who made another appointment for a technician. He also only checked the ‘phone and line. He too said that he would contact me later with appointment details to install a new drop cable. Not a word. A week later I contacted CS yet again, who organized an appointment via the Field Support Team for a drop cable to be installed by Avonline on 29 September. The same Virgin technician arrived later to connect this new cable, but he said that it had not been installed! He said again that he would contact me later with appointment details for the new cable. Not a word. And not word from Virgin management. NOTE THE DATE: ONE MONTH TO ACHIEVE NOTHING!”

Helpful Report

Posted 3 years ago

“Customer loyalty counts for nothing. I am a long standing customer with Virgin - well over ten years, though I had it in my father's name prior to his death. I did make this clear to them. I pay £53.70 for internet at 100M and landline. I do not use TV. I checked and they are offering 500M so I looked to upgrade. They offered £61.70 and, when pressed regarding my long term loyalty, offered a £3 discount. The same deal is on offer to new customers for £45 directly and, if you go via a switching site you can get it for £36 and a moneyback voucher thrown in. Clearly customer loyalty counts for nothing! They appear to be unconcerned about customer retention. I think I may not be a Virgin customer for very much longer!”

Helpful Report

Posted 3 years ago

“Dishonest and unreliable customer service. I don't think they even deserve 1 star. I tried get an issue resolved with my contract. Virgin Media customer service don't even care about their customer and waste your time or make fake promises and never action it. I'm regretting signing up to virgin media services and will leave as soon as my contract is over. I will not recommend anyone to use any of virgin media service as they will offer you good package but will charge you double. Also please note Virgin Media never signed up with ombudsman so it unlikely you will get any money back.”

Helpful Report

Posted 3 years ago

“Breathtaking incompetence and shockingly poor service. The installation date was booked and I waiting, standing, at the unfurnished property for 5 hours only to be informed by the driver that he was not in Derby but in Manchester. I had phoned twice to check on when he was coming to be told he was on the way. He had the right street name in the wrong city and part of the country. Need I say more? An hour of holding on the phone TJ try to speak with a supervisor and 15 minutes of being identified in the Philippines and still no joy for what is to be a £1,000 per year order. Shocking…”

Helpful Report

Posted 3 years ago

“I usually don't give bad feedback nor bad reviews at all as I completely understand how effective feedbacks are in a business. This time virgin mobile customer services team has forced me to do this that's how frustrated I'm. Just a simple request as a change of my address they couldn't do right. I have been asking for this to happen since the 18th of September as I needed a proof that my mobile number is linked to my new address. I was promised by them that my new address will show on my September bill, but when I checked, the September bill came up with my old address. I spent no less than 3 hours in a chat with them, spoke to them on the phone and did everything in my power trying to sort it out, but they completely refused to do their job which they are getting paid to do by their customers. I do a critical job for the NHS and my time which they wasted should have been used to help patients instead of going back and forth for absolutely no good reason. I'm very disappointed and looking for another mobile company to change immediately.”

Helpful Report

Posted 3 years ago

“Oh dear, oh dear, oh dear. VM took 16 weeks to get our bill on a NEW contract correct (they were serially overcharging). The time and effort on our part to put this right was enormous. However, context is key. We pay for internet to support our lives. And those lives are not without challenges. In the same time VM was doing precicely nothing about overcharging, I managed to survive a life threatening event, a subsequent medically induced coma, and recover my physical and mental abilities. Just so I can take the job of complaining to VM over from my overworked partner (cardiothoracic scrub nurse). Now, having been granted a second chance at life by the universe, do you think I want to waste it on putting VM's mistakes right? No, I'd rather not. Thanks VM, you suck at customer satisfaction, you are truly the worst company I have ever had the misfortune to deal with. We aren't looking for compensation, discounts or freebies, we just want to walk away because you actually make our lives worse. You are that bad. I hope you go the way Orange did.”

Helpful Report

Posted 3 years ago

“Swear to god...DO NOT ENTER INTO ANYTHING WITH THESE ABSUTE MUTANTS. Happy to wrongly bill 78 year old vilnerable woman.not provide service agreed. And hiding fees. Srlective in their information. And thee WORST customer service on EARTH...YOU HAVE BEEN WARNED!!!! stay clear!!!!”

Helpful Report

Posted 3 years ago

“Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):). THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!”

Helpful Report

Posted 3 years ago

“NEVER ever ever ever ever ever ever get involved with Virgin media. It'd be a nightmare. They cut off phone line 20days earlier than my contract.What's worse is all my business calls have disruptied as it is still not restored!! Let alone its Broadband which is not working for over a week!!”

Helpful Report

Posted 3 years ago

“Virgin broadband has been the single worst customer experience of my life. Ever since it was installed the connection has been intermittent - disconnecting about 5-10 times per day. This makes it impossible to work from home. I have spent countless hours on the phone to their technical team and every time they just the same thing - tell me to reset my router (which I've done over 10 times), move closer to my router (has no impact) etc. They then run automated tests and tell me there's no problem, as if somehow I'm imagining it. Then when I went to cancel my connection they told me it would cost £240. I asked them what they would need in order to waive the fee, and a lady called Melanie told me I would have to ring the technical team and get an engineer to visit and be unable to resolve the fault within 30 days. I then asked her why the technical team hadn't sent an engineer on one of my last 4 calls and she told me I didn't meet the criteria. You couldn't make it up. Kafka-esque doesn't even begin to describe it... They're the worst reviewed broadband provider for a reason and I wish I'd read up on them more before starting our package. Avoid at all costs - as if anything goes wrong their customer service system is just completely impeneterable.”

Helpful Report

Posted 3 years ago

“Absolutely disgusting.”

Helpful Report

Posted 3 years ago

“Worst experience with a customer service provider I have ever had. I NEVER write reviews, but I am so dismayed I need to tell anyone who is looking to move to Virgin, DONT. I could go on and on…but who has the time. Just refer to my words in capitals.”

Helpful Report

Posted 3 years ago

“Virgin Media Account Number 784957401 Area 22. My entire neighbourhood went 6 consecutive days with no internet, no phone, no television. Not even a way to contact someone because their phones were set up to say (“we know there is a problem in your area”) than automatically disconnect the line. They say on their website they will compensate you for every day (after two days) well not shockingly they sent us THE FULL BILL. At that point we had already switch to sky TV to you later discover that we were charged £240 cancellation fee which we are currently fighting. Virgin media did not send out a single apology letter or compensate anyone’s bills instead they decided to fly there virgin media blimp over our neighbourhood (which had no service for six days) probably trying to pick up more suckers to sign a new contract with them after all the business they have lost. My husband and I out of good-faith offered them £100 to break the contract deducting the £40 that they owe us.. splitting it 50-50 for their incompetence and lack of empathy for loyal customers.. Our offer was swiftly turn down. Now my husband and I are making our life mission to fight this till the end and to make sure to tell everyone/anyone not to sign a contract with virgin media and those that have a contract to bring their business elsewhere. This company has been penalised in court MILLIONS for these outrageous “Cancellation Fees” but they will never learn.. Hey virgin media I really hope all those customers that you’re losing from me alone was worth £100!!”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,370 reviews