Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,386 Reviews

3 %

of reviewers recommend Virgin Media

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Metrics

1.2

Based on 2,386 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 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

“I phoned virgin media to cancell my broadband package as I found I could get the speed I wanted for half the price else where. After being kept waiting on the phone for what seemed like hours I then was passed to a guy who I could hardly understand what he was saying. I made it clear I was cancelling my contract. This procedure happened time and time again after I kept finding they were still taking money from my bank account every month. After several months I gave up and told my bank to cancel the direct debit. Virgin Media have now given my details to a debt agency saying I owe them money. Virgin Media are disgusting!!! They owe me money, they have illegally taken money from my account for months after I cancelled. I have today read that Ofcom are investigating them for making it difficult for people to cancel their contracts and leave. All I can say is that their Senior Management team should be ashamed of themselves. I wouldn't even rate this company 0 Out of 5 , I would say it would be about -3 and that's being kind.”

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Posted 2 years ago

“Virgin Media don't deserve even one star. They are just ripping off people. Never ever recommend to anyone. In three month time they changed my price plan three time. So I cancelled it after ringing them more two months time. Their customer services doesn't have any clue about their job.”

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Posted 2 years ago

“Virgin email is unusable - goes down almost daily”

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Posted 2 years ago

“My experience with Virgin Media has been extremely disappointing, primarily due to the issues I have encountered with their billing department. The main problem I have faced is that payments have been deducted from my account consistently, even though the broadband router has not been connected by Virgin Media's fitters. To make matters worse, the broadband box was left outside my property, and there is no router or modem on site, nor have the wires ever been connected. This means that for a total of six months, I have been paying for services that I have not been able to use. This situation is completely unacceptable and has left me feeling financially burdened and deceived. Despite my efforts to address this issue, including previous telephone conversations with Virgin representatives, no action has been taken to resolve the problem. I was assured that the payments made would be refunded and that my monthly payments would be put on hold until the services were successfully installed at my new property. However, I have continued to receive monthly bills for services I am not receiving. I am deeply disappointed by the lack of accountability and responsibility demonstrated by Virgin Media's billing department.”

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Posted 2 years ago

“Awful service. Wont let you leave even after not having internet for a month. They make you wait another 30 days to do a so called test or u have to pay to leave even though they are in breach of their contract. And then they offer you compensation for 10 days when its been 30days with no internet but you do not see a penny of it because when you cancel they do not give you your compensation and say they can only add it to the bill. In order to cancel after 30 days of testing they say you have to cancel and it takes another 30 days so thats 90days of no internet with 10days worth of non existant compensation.”

Helpful Report

Posted 2 years ago

“Appalling service! Following receipt of a bill saying my contract was ending I contact Virgin and was advised that the price was increasing the next day from £43 pm to £82 (!) I wouldn’t have known otherwise! Worth also mentioning that I have been a customer of theirs for the past 12 years. Following that initial call, via India, who then transferred me as I said I was unhappy with this increase and the offers suggested, and after some negotiation with a Customer Service representative based in the UK, it was suggested that a revised bill of £48 pm could be offered bit that he would speak to his manager and get back to me the following week once he had sought approval to reduce my monthly bill to £42 with a reduction in broadband. Two weeks passed, no phone call back, so called again, this time via the Philippines. A different set of figures were quoted but accepted a downgrade in TV channels for £38 pm. I soon realised that the downgrade meant my regular channels had disappeared so called the next day, again someone from overseas, asking to revert back to what I had pre increase, but overnight the price had changed and was now £53. I was then put through to a UK customer service person, a lady based in Sheffield, who said with a discount I could have the original package that I had with no changes for £43, which of course I accepted. This was 2 days ago. All was fine, channels back on yesterday.. then today they’ve been removed again. After spending around 2.5 hrs today trying to get this reinstated - assuming a fault - I was advised that the package I had was the basic.. after much checking and going back and forth, being put on hold, was told that this would require a price increase to £53. Absolutely no logic or consistency. I asked to be transferred to customer services UK but was told this wasn’t possible. Frustrating doesn’t cover this. No joy, hung up, tried to call using the options previously given to get me through directly to the UK team but ended up overseas with no resolution. I insisted on being put through to the UK customer service, and eventually got through after a 52 minute wait. I explained exactly what had happened, that there must have been a note of who agreed the £43 - or a phone call recording to verify our conversation specifically asking to revert to the same package as I had before, including Sky Crime, but he said he could only offer this for £48. I asked why the previously applied discount, reducing to £43, wasn’t being applied and he advised me that he’d already used up his discount quota and any previous discounts couldn’t be retained. I asked if he could speak to a manager about this, but be said it wasn’t possible. So by the end of this palaver I was so frustrated I have now given notice. Virgin services haven’t been as reliable either, with frequent disruption to broadband, to a lesser extent the TV channels. Trying to get through on the phone is ridiculous and the general inconsistency in pricing does Virgin’s reputation no favours. Impossible to recommend on this basis.”

Helpful Report

Posted 2 years ago

“MUST READ BEFORE YOU CONSIDER THESE LOT If I could rate them zero I would a) signed up to them and was told an engineer would be round on X date between 10am and 2pm - took the day off work....got a call at 2.05pm saying the engineer could not attend b) we rearranged it, to Monday - took that time off work too - again, engineer no show c) I tried to cancel my agreement within the 14 day cooling off period (actually after 2 days) - they created about 100 barriers to stop me...each person telling me I had the wrong department, and then they hung up d) finally spoke to 2 separate people to confirm that my 'contract' was cancelled and I owed nothing....then I get an attempted direct debit 30 days later e) then I call again and they apologise and confirm it is cancelled and that I should not have got the bill f) more than a week later I get a threatening letter saying I owe them money (I allowed for sufficient time to pass after point e....so basically they took no notice) So now....I am being threatened with court.....honestly cannot believe this. Genuinely - I work in tech and finance...and its very clear they have deliberately created tech and systems and processes to con customers. I am sorry. This is a fact. I've looked through the whole customer journey and it is geared towards ripping people off”

Helpful Report

Posted 2 years ago

“Absolutely gobsmacked by how poor their customer service is. Moved over from sky after 15 years and it was the biggest mistake. Virgin offer so much yet don't keep to any of their promises, they constantly change installation days or nobody turns up. Their customer service agents are rude and disrespectful. The owners should be ashamed of themselves running a company so awfully”

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Posted 2 years ago

“Diabolical service right from the start as well. They do not look after vulnerable people. They expect you to do everything yourself. Their connection is diabolical. I’d never recommend them to anyone. They are lazy, greedy unprofessional”

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Posted 2 years ago

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Posted 2 years ago

“Absolutely useless avoid at all costs. Never turned up on insulation day twice . Changed days, 3 hours on the phobe too 5 different departments to het cancelled. They carry out full hard search credit checks too for broadband which is ridiculous. Honestly worst company total waste of time and help desk or chat zero help . Kept cutting you off. 2 hours another day on whats app chat which was told was fastest way. Nothing done right or well. Absolutely shocking”

Helpful Report

Posted 2 years ago

“Stayed in all day waiting for a promised delivery of a new hub, it didn't show, no communication from courier or VM, unable to past virtual assistant to get an agent on WhatsApp!.”

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Posted 2 years ago

“Very helpful lad couldn’t help anymore if he tried Thanx so much”

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Posted 2 years ago

“Thickest bunch of fuckwits I've ever had to deal with in my entire life. The intelligence of a 5 year old child. Could not speak plain simple English. Most painful experience ever. So glad to leave. Just like the thousands of other customers leaving in there droves.”

Helpful Report

Posted 2 years ago

“Been trying to tell them I'm moving house for the past 2 days. Been sitting in the online live chat for 3 hours and live sms chat for 2, no reaction. That stupid bot keep asking wether I want to hold or cancel every few minutes. I'm so glad the building I'm moving to does not and wont ever have virgin media. Will never go with them again”

Helpful Report

Posted 2 years ago

“i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.”

Helpful Report

Posted 2 years ago

“Worst customer service ever, rude staff who hang up on you!!! Richard Branson you knob you have enough money to not need to move ur customer services abroad!!!! Where they don't understand u!”

Helpful Report

Posted 2 years ago

“There are a lot of unpleasant things going on with this company. First thing's first, I lived in the UK from 2020 to early 2023, and I've chosen them, as seemingly there wasn't better. The first year was pretty good, a kinda good service for a cheap price. But, from the 2nd, year, my internet bill was almost 70 GBP per month (>2 times than it was), and the quality dropped significantly. Secondly, after the quality dropped, my wife worked form home, so she needed a stable internet connection. Now, there was a period, when the quality was so bad, that she was almost fired from her job, which is something mindblowing. And guess what: the solution was that I have called them, and practically bollocked that poor Indian girl who was at the costumer service, and of course I have felt very bad, but guess what, the service was restored to an acceptable level. So, here, I would like to send a message to the Richard Branson fans: this is a man, who owns a company, whose relevant leaders are completely unaddressable, and uses 3rd world young people as a shield in front of them, while the leaders just take away the money, and have a lot of fun - based on their LinkedIn photos. And, as a brilliant coda for this saga: I have moved to the US early this year, and the termination of contract (was) is just another good example of their human qualities. They refused to pick up the equipment, and I couldn't be in the UK to return it - as I have already left, however, I told them that the next tenant of the house wants to use them as internet providers anyways. And, of course, the equipment pick-up by them is not free of charge... Anyways, in the end, in practice the exact same thing has happened what I have suggested: their engineer picked up my old equipment while he installed the new one to the new tenants, and that was it. Besides, they have sent me a bill for picking up the equipment. Of course. And, there is no channel from the US to them where I could email them, or even speak to them (media company, LOL). So, in the end of the day, I will need to pay for literally nothing, as my ex-landlady can get in trouble with a red bill associated with the address. And, the ones who think that the US companies are even more unaddressable, this is just not true. Here you can do your own, personal contracts even with much bigger companies than Virgin. And, Virgin, don't comment any generic gibberish here, because it will just make you more miserable. If you want to talk to me, that's fine, but I already had enough from your "company policies".”

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Posted 2 years ago

“Basically virgin media sent a adapter I called the company, and after being on the phone the advisor said I will send a engineer, and is there any other issues we said that the wfi keeps cutting out and we are having problems with connection, the engineer turned up he sorted out the phone issue and did a check on our wfi ,he said that it was sorted, but after he left the issues had not been resolved at all, we called virgin media four times, and finally a person answered and we did everything she told us to do ,but it did not solve the problem, the call ended at 10.50 this morning and she said that she would call back within the hour, and it is now nearly three o'clock in the afternoon, and no one has got back to us so basically yet again virgin media does not stick to their promises”

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Posted 2 years ago

“terrible. I live in central London. They did not come for modem installation for 4 months.👎when the day comes, the date is postponed”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,386 reviews