Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,367 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

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

Visit Website

Write Your review

Tell us how Virgin Media made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Virgin media had to cancel my account as I moved address and they don’t provide service to my new property. I was advised by customer service representative that the account is closed and no further payment was needed and the last thing I needed to do is send the equipments back which I have back in August. I did NOT hear back from virgin media except to say they’ve received the equipments. Virgin never tried to contact me and 2 weeks ago I received a message from a debt collecting agency to say that I owed virgin media 32 pounds exist fee!! I am shocked and angry that virgin have failed to contact me directly and instead referred the case straight to debt collectors. I assure you that virgin has NO evidence to prove they tried to reach me because they never did. Anyways I called the customer service line and I spoke to the rudest manager ever, she claimed that I still had fo pay the amount even though virgin media were the ones to cancel the account. She the. Proceeded to say it was a charge because I didn’t give enough notice?!! What notice ? I never cancelled or wanted to cancel! Furthermore, she says virgin back office will prove that they tried to contact me and I am still waiting for that proof. Virgin media have become the worst of the worst of internet providers. No company will charge you exist fees if they cannot provide their service , only virgin media would. Virgin media also is a disrespectful and dishonest company with managers at call centres that don’t know how to deal with customers. Virgin media is the biggest scammer on the market, trying to charge 32 for exist fees and never communicate this with customers, instead they go to debt collectors. Virgin media which was the best company out there, dont even deserve to be call the worst since the worst is an upgrade to what virgin media have become.”

Helpful Report

Posted 5 years ago

“If I could give them -5 starts I would do ! Charging me for 2 tivo boxes when I actually got only one TV at home ... how is that possible , try to contact them at least 3,4 times and the answer it was “Yes we will send a notice to main office” then in 2 weeks time they sending me another email saying that I still didn’t return the second TV box ... the worst tv and broadband provider !”

Helpful Report

Posted 5 years ago

“Called the call centre in India back to Scotland from scotland back to India from India back to Scotland from Scotland back to India from India back to Scotland then I speak to Susan after 2Hrs 45 minutes then she disconnected the line. Appalling download speeds that warrants an engineer that they in ''Scotland'' have to arrange through India.I have been informed that all my devices are faulty including the cable sent by Virgin,the weather,Wifi although it's an ethernet connection,the house,the dog,the cat and just about everything that's causing the slow download speed but ''Not'' Virgin Media's oversubscribed service. I will be writing to Criss Bell and ask him why customer services deliberately put the phone down when asking to cancel. Now cancelling as within cooling off period. See you in court VirginMedia”

Helpful Report

Posted 5 years ago

“There is no customer service whatsoever. Once something stops working good luck trying to contact them.”

Helpful Report

Posted 5 years ago

“worst service i've ever used in my life. You sign a contract with them for 12 month, after 12 month they automatically charge you monthly. Can't reach them via the phone number (doesn't work), no customer service service email, nothing. The only way to get to them is to go to the nearest store. The website is made deliberately for you to get lost there and regret all your life choices, it's confusing, misleading and made with a single purpose- to cheat a client. There's no option how you can cancel your package, i guess once you start with this company they make you stick with them forever. Terrible experience, last time they have charged me 50 pounds without even informing! WHAT A LOVELY COMPANY. And that was after my 12-month contract with them ended. FRAUD with a mediocre service”

Helpful Report

Posted 5 years ago

“Shocking company, I would never use this bunch of numpties again even if the service was free, customer services team who are unable to speak English and threatening letters issued all the time even though their equipment has been returned and signed for by the company. I even received a cheque for a credit balance after the service was terminated followed by you owe us money, you couldn't make it up. If there was an option for 0 stars then this would have been selected.”

Helpful Report

Posted 5 years ago

“The worse company I have ever had to deal with. The customer service is diabolical, unprofessional and disrespectful. I have been trying to deal with virgin mobile, who do not have an escalation process and no representative takes ownership. To give context, we have a iPhone 7+ that broke early August, we took it to the Apple store to ascertain the issue. A Genius looked at it is broken but could not advise what was wrong apart from it was in good condition. He advised that as is was not provided by them we would have to go to the retailer who sold it, Virgin mobile. The Apple Genius emailed me his prognosis so I could pass it on to Virgin. Around 15 calls (each taking around 40 plus minutes), 2 emails later we are still no further on. We have been asked to email the Apple email, they lost it, a case manager said he will repair the phone, no follow up. Becuase my daughter has not had a phone for nearly 3 months e weeks ago I said I would pay the £47 to repair the phone, I asked the customer service representative, Sky, ironic, to send me all that we had confirmed in writing. They send a letter referencing a iPhone 7, requesting £47 service charge and £264 repair fee and a deadlock letter, all in one. The letter stated thatvthey "deeply value our relationship " that they are "committed to providing me with the highest level of service" The last straw was on Saturday they said that they will listen to the recording of me conversation with Sky and call me back 5 p.m. on Tuesday and to make sure I am available to receive the call. Did they call, did they heck!”

Helpful Report

Posted 5 years ago

“Wife spent well over 30 minutes on phone trying to cancel contract after 11+ years. Passed To. over 5 different departments. Wont bore you with the details. WILL NEVER EVER BE INVOLVED WITH ANYTHING ASSOCIATED WITH VIRGIN MEDIA AGAIN. NEITHER WILL ANY OF MY FAMILY MEMBERS. { ICONIC BRAND MY ARSE }”

Helpful Report

Posted 5 years ago

“Opened an account when I was in the UK last and cancelled before I left. Continued to get billed with 0 ways of making an account, being able to reach customer services or even pay the unnecessary charge. Still being charged to this day. DO NOT USE THIS COMPANY.”

Helpful Report

Posted 5 years ago

“worst ever and ripped me off of my money avoid at all costs”

Helpful Report

Posted 5 years ago

“Worst expiriance”

Helpful Report

Posted 5 years ago

“Customer service need training from ZERO! Extremely rude, talk over you. Plus the internet is so slow. This company will go down if it continues like this. Poor service!”

Helpful Report

Posted 5 years ago

“Virgin Media land line telephone is rubbish. Telephone stops working every now and then when you phone virgin media you never get talk to any one but you get option and in the end you get recored message that engineers are working on it.”

Helpful Report

Posted 5 years ago

“Virgin media' service in general is quite simply appalling. 1. Customer service. I have contacted Virgin media a few times since having their broadband installed at home. On each occasion they have been difficult to get through to the correct department they have had a lack of understanding and a lack of general care. It genuinely feels like virgin employ people straight off the street who couldn't care less about customers. 2. Billing I have no idea what kind of system Virgin run on but it's heavily flawed and completely ridiculous. After a separation from my wife she took the phone number and moved it to another provider. Because I had removed the phone from the service my bill changed from £45 per month to £67. Where is the logic in that? I then cancelled the service all together and my final bill was over £100 instead of £40/50. I then had a message to contact virgin where they told me they had made an error with the billing and would recalculate it while I was on the phone. They reduced the bill from over £100 to £36. I honestly believe if I had not called I would have still had an incorrect final bill. 3. Complaints A complete joke. 2 complaints raised and NO responses. 4. Fastest internet! No! It's not, it has loads of crappy latency and fluctuates so much. I have found Plusnet VDSL more responsive and more reliable. With virgin I had to reboot the router at least once a week. Conclusion: Virgin media are another large company who only care about money and not the people or the product. Their call centres primarily consist of people who do not understand English as their first language. Their prices are ridiculous and billing systems are pathetic. If your reading this and consider virgin as a provider, don't waste your money on supporting this abysmal company.”

Helpful Report

Posted 5 years ago

“Complete rip off. We have been with Virgin since past 6 years. No problem what so ever till 5.5 years. Since last 6 months sudden price jump to more than double without any written notice. And now on termination they hike the price again so in short they don't care about existing customer. Worst thing is, the price is more for just broadband as compare to broadband with phone and tv. What a cheeky way to sell everything even though nobody uses telephone line these days”

Helpful Report

Posted 5 years ago

“I was out of contract so asked to cancel my internet package, I was then told we needed to give 90 days notice. Who asks for 90 days notice?!?”

Helpful Report

Posted 5 years ago

“Not happy with Virgin, Been a business customer for years, rang to advice I will be switching supplier as what they charge is more than double other providers, although have completed the contract with them, they have said I have to give 90 days notice, meaning I am still paying more than double for a package for another 3 month, absolute joke, stay away from this company.”

Helpful Report

Posted 5 years ago

“Only been with them 2 weeks already spent circa 8 hrs on the phone trying to resolve problems. untrained technicians, terrible customer service, misleading and contradictory advice, outright falsehodds, ridiculous waiting times on the phone and agents hanging up on simple issues they find hard to resolve. Be prepared to be passed around departments with nothing actually getting resolved. Be prepared to be the one to suggest solutions. be prepared to have virgin agents hang up on you. be prepared to spend minimum of 40 minutes on hold waiting before getting through to anyone. Record all conversations from the sign up point. Record any and all agreements. Finally the internet commitments are only related to direct ethernet connections not wifi. The guaranteed speed they speak of has a caveat that isn't mentioned anywhere so be prepared for subpar connections. OR maybe just DONT sign up with Virgin”

Helpful Report

Posted 5 years ago

“Landline no calls in. I have reported x 2. Now on hold for 26 mins so far to report again.”

Helpful Report

Posted 5 years ago

“Virgin claim to provide fast broadband, not fast (or reasonable) service! I feel my recent experience with Virgin Media does not even deserve 1 star. Background I wanted to save some money, so I contacted Virgin Media to find out what was the best price they could offer me. They were advertising a great deal for new customers. I had been with Virgin for 10 years and was told that new customer offer was only available once per household. Despite me telling Virgin Media that I was unemployed and was looking for ways to reduce my monthly outgoings, I was twice offered a new deal that would be more than I was already paying. A clear indication that they were not listening to me. I re-requested that they give me their best deal. The ‘best’ they could do was nearly double the new customer offer I mentioned earlier. I declined their offers and said I would be looking for an alternative provider. I was out of contract and was free to leave. ‘Good’ Deals I did some research and found what looked like a fairly good deal with Plusnet. Contacted Plusnet, I accepted their deal and agreed an installation date. I called Virgin Media back to confirm that I wanted to leave. After trying again to sell me a new ‘better’ deal and then realising they couldn’t come close to the price from Plusnet. I told them I wanted my phone number transferred to the new service provider and a member of the Virgin Media team talked me through the service termination and phone number export process. I agreed to their ‘minimum 30-day’ termination clause, making my last day with Virgin Media day 13 September. I was told by Virgin Media that only live phone numbers can be exported, so they would leave my phone service as active until after the export had completed. The other services (TV and broadband) would be set to end on 13 September as agreed. I new service was due to go live with Plusnet on 11 September, so this date seemed to provide a good overlap, in case there were any hiccups. Hiccups On 29 August, my broadband and TV service stopped working. I called Virgin Media to ask for help. I was told that my service was terminated ‘as agreed’, when Plusnet issues the phone number export request on 29 August. I said that was not what I agreed and was told, but Virgin insisted that there was nothing they could do to turn my TV and broadband services back on until the previously agreed date of 13 September. Virgin suggested I ask Plusnet if they could bring the installation date forward. I called Plusnet and was told they could not move the date forward, as there were not free slots before 11 September. I called Virgin back and spoke to a more friendly individual, who did some research and said she could request a reconnection, she would need to fill in some forms and it would take up to 72 hours. 72 Hours Can and went, still not service, another called to Virgin Media, another unhelpful team member. The only option to get the service back is to if I “cancel the export and revert back to Virgin Media” as my service provider. If I do that, I get my service back in around 3 days, but I will lose my phone number, forever. I decide not to do this and the issue to be escalated. “It won’t help” to escalate my issue I’m told by the Virgin Media team member. I ask to speak with her supervisor. No that can’t be done either. I ask for a formal complaint to be raised. In a later phone call, I am told that a Virgin Media team member in the ‘Export team’ made the mistake that caused my service to be terminated 14 days earlier than agreed. No response Still heard nothing about anything except a few curt, apparently automated, emails telling me to send back their equipment or I will be charged. I sent back all their equipment 13 days prior to the most recent demanding email, so I call Virgin Media again, to be told “we know the equipment is on its way”, but the system takes 10 working days to notify them of this. I suggest they should change the tone of their emails if the biggest delay in the process is caused by their internal system communication. I was treated like it was my fault that a Virgin Media internal system takes 10 days to notify another Virgin Media team. And Virgin Media isn’t responsible if an automated email causes upset. If an email sent by Virgin Media to a Virgin Media customer causes upset, whose fault it then? It must be my fault; I mean I am the customer. Based on my previous experience this should have been obvious, my mistake. 45 Days Moving on to more pleasant things then, the Virgin Media team member I’m speaking with tells me my refund cheque with me mailed to me within the next 45 days. I ask for clarification, “Did you say 4 to 5 days?” The reply was a definite “No, 45 days”. Forty-five days to send me a refund cheque. What The ****? They have to be kidding me, right? No, it turns out I’m silly for thinking otherwise. Apparently, 45 days is normal and acceptable. The only thing The only thing that takes longer than the time Virgin Media take to respond to complaints is how long it will take them to send a refund! This is not actually true, as I haven’t received any communication from Virgin Media about my complaint yet, so don’t know how long I will have to wait for that, but I won’t be at all surprised if it’s longer than 45 days!”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,367 reviews