Virgin Media Reviews

1.2 Rating 2,100 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,100 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 25th March 2024
Michael Adams
Virgin Media 1 star review on 24th March 2024
Anonymous
Virgin Media 1 star review on 6th March 2024
Anonymous
Virgin Media 1 star review on 31st January 2024
Anonymous
Virgin Media 1 star review on 15th November 2023
SamB3711
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
36
Anonymous
Anonymous  // 01/01/2019
Absolutely awful experience, highly recommend never to use Virgin Media for broadband. Terrible customer service, you get sent round in circles trying to sort any issues or cancel. Waste of time and highly unprofessional service
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Posted 22 hours ago
Very expensive broadband which doesn't work when more than two devices are connected to the hub. If you want broadband that actually works, they make you pay to upgrade. Terrible.
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Posted 1 day ago
I have experienced the worst customer service, avoid like the plague,
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Posted 2 days ago
Absolutely shocking customer service and contract. You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it. Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script. Virgin Media simply doesn't have the reputation it used to have
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Posted 2 days ago
If I could rate virgin as 0 stars I would. Had broadband installed 1 week ago by a virgin engineer. Not had any internet since that point. Fitted a new router which is on test which is only handled by a specific team. An IT ticket was raised due a fault with how virgin set up the broadband, this was then closed down after 1 week and marked as resolved. No-one called me to check as it is still not working. Rang multiple times and told a new IT ticket had been raised but it could be 5-7 working days again. Apparently no one at virgin can speak to this IT team and no managers can escalate to them. Utter shambles of a company and customer service is none existent. They failed to do their jobs and the engineer installed equipment which didn't work when he left the property but no-one can sort the issue. Would not recommend anyone.
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Posted 2 days ago
Virgin Media is the worst company ever… Virgin Media is the worst company ever to provide the broadband. Its been a month now there is no service in your house. They are keep telling us it will come in morning then evening but nothing is working in our area. They have booked an engineer to come but no one came to fix it and neither they inform us through email. When I call the customer service to cancel my service because of thier mistake, they said we are bound to the agreement and we have to pay £250 extra for the disconnection fees. I have made an mistake using Virgin Media broadband.
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Posted 3 days ago
I have tried 5 TIMES to cancel my virgin contract today, and every time I get passed around until it hangs up. If it isn’t cancelled by the end of tomorrow, I ‘won’t have given my months notice and no doubt they’ll continue to keep trying to charge me… I want to show on here that I have tried to cancel, and they simply won’t let me. I have even paid the rest of my contract in advance and this is how they treat me. I’m not even at the property any more and have only paid due to honourably having been in contract. There is no way I’m paying a penny more and will never use them again.
Virgin Media 1 star review on 25th March 2024
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Posted 3 days ago
Would give zero stars if it was possible. Absolutely shocking!! What has happened to virgin media?? Awful awful company. Shocking service in relation to the TV and broadband but also their customer service. Rude, constantly being cut off, being talked over trying to offer new packages instead of listening to the body of the actual complaint!! Will NEVER use virgin again. Hopefully the new companies on the block currently out rolling i.e BRSK who offer 1gb download speed will give us back the choice as virgin were the only ones to be able to offer these quicker speeds. Avoid Virgin at all costs.....we had constant outages the online account was ridiculously difficult to try and find the link/button to log the complaint in order for them to acknowledge it even tho they email us to notify us that there is an outage or problem in the area. STAY AWAY FROM VIRGIN MEDIA it's really that simple.
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Posted 5 days ago
if i could rate minus i would, in all my years as an IT Expert (20+ years) i have never came across a customer service as useless or as rude as virgin media, their customer service tells you lies just to get you off the call, or they cut you off and dont call back, service is an utter shambles, we have had more connection issues in the space of a week, than we had with Sky in 10+ years. It is the biggest mistake of my life switching to Virgin. I am now looking for a way out and going back to Sky, paying more is way better that sticking with Virgin. Virgin may be cheaper, thats because you dont actually get Fibre Broadband, just the promise that you will get it, even their engineers know that they are a shambles. If you just switched over to Virgin Media, get out as quick as you can, go back to Sky or BT pay that little bit extra, your health depends on it.
Virgin Media 1 star review on 24th March 2024
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Posted 5 days ago
Here's an honest review from a virgin media customer for over a decade. Recently Virgin Media has decided to increase the monthly bills for customers by an astonishing 8.8% They will have you believe that this is decided by the government, but that is simply a lie. They have the highest price increase of any other broadband provider and this was decided ultimately by them. I was told by an advisor to expect a price increase but call in March and they can either; half the increase, wipe it out altogether, or I can leave the contract early free of charge. This was a lie. They want over £500 for an early exit fee and can provide no support for the price increase. This stipulation was added for the first time in contracts as they knew there would be a massive increase and wanted to tie in customers for as long as possible. Now for the service itself. I have gone through 6 faulty virgin media hubs and months of degraded or non-existent service due to them being reluctant to send out an engineer. It turned out we needed a new cable pulled through which took over 6 weeks. Do yourself a favour and join U-Fibre for a much faster service at a much lower price. Join any service provider, other than talk-talk, and you'll be better off. I am certain the panic will start to set in once the big wigs see the virgin media share price plummet as loyal customers vow NEVER to return.
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Posted 1 week ago
Don’t do it. Just don’t. You’ll be opening yourself up to a whole world of incompetence and the worst customer service you can imagine. It never gets sorted and the agents get progressively worse.
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Posted 1 week ago
I am reaching out to voice my concerns regarding a recent experience with Virgin Media, where I feel I was not only misled during the sale but also faced with an unhelpful response from your team thereafter. Initially, I sought a broadband-only package, a request that was denied with the assertion that only comprehensive packages were available—a statement that has since proven untrue. Subsequent interactions, especially as my contract neared its conclusion, further exemplified the lack of customer care. Offers made over the phone did not match the more competitive deals found on your own website. When I pointed this discrepancy out, the representative insinuated that I was mistaken, an accusation that was both unprofessional and unfounded. Efforts to escalate my concerns to management were met with promises of a callback within 3-5 days, a response time that I find unacceptable and indicative of a broader disregard for customer satisfaction. Moreover, my request to review call records from my initial sales conversation was dismissed, with the explanation that recordings are only retained for six months—an all-too-convenient policy that precludes accountability. My subsequent calls to your customer service department have been equally frustrating. The first representative displayed a clear disinterest in retaining my business, and the second, while perhaps more sympathetic, cited system limitations as a barrier to assisting me further. Requests to speak directly with a manager were deflected, reinforcing my impression that Virgin Media prioritizes neither its customers' experiences nor their feedback. This series of interactions has left me feeling undervalued as a long-standing customer. It is disheartening to witness a company that appears more concerned with profit than with providing genuine service or rectifying its mistakes. For those seeking reliable customer service, I must, based on my experience, advise looking beyond Virgin Media.
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Posted 1 week ago
Worst customer service and organisation I have ever dealt with. Because of them, I am without internet since the 1st March and Virgin seem to be incapable of organising my install. My latest update is now 2nd April and it is just excuse after excuse. 'They couldn't organise a p**s up in a brewery' - that is normally said as a joke but I honestly think they would struggle. If you are reading this, please stay away from this useless company.
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Posted 1 week ago
Internet Ok but absolutely greedy company, were decided to pay 22£ monthly, just received an email that we increased our annual price,Same things happened last year,one of there manager was telling (no metter what will happened our price remains same untill end of your contract). Dodgy Company, Deceive me twice.
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Posted 2 weeks ago
Do not recommend using them !!! Can you imagine, in autumn I have signed 18-month contract with fix monthly charge and guess what - 4 month later they are increasing prices and you got no right to cancel it even you cannot afford to pay new price! Please run as far as possible from them as you can get much cheaper broadband and with proper contracts that got no surprises!
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Posted 2 weeks ago
Been trying to cancel using dares on my contract sent by them but there excuse us the dates on my contract are wrong and are using their own made up ones .given heard of legally binding contracts then I would suggest all customers download the contract online ,you might just need it.
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Posted 2 weeks ago
Worst provider ever! You wait for hours when you call them about a problem (never something good) and they never fix it.
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Posted 2 weeks ago
Toxic criminals,8 months ago my elderly parents subscription expired was£99 ,so rather then telling a loyal 15+ year customer they choice to double the price to &188 adding Unwanted pay preview channels like Liverpool fc I honestly don’t know how they sleep at night, but that’s naive they don’t care
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Posted 2 weeks ago
I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is ‘for new customers only’ with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.
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Posted 3 weeks ago
Well what can I say this is typical virgin media, I had sales agent visit my home offering me 1 gig broadband which I was interested in at time however what I was promised was never delivered. I had to constantly contact the sales agent dean roe who kept making excuses. I was never told of the pro-rata billing and what’s worse, when I contacted virgin to get it resolved I found out I was sold on a tv package that I never agreed to. I cancelled and they said I owe them £600! Good luck trying to get that from me as it won’t happen. Virgin media is the worse company of them all and I would avoid. I’ll stick with Starlink as at least I know what I’m paying for and I’m not contracted.
Virgin Media 1 star review on 6th March 2024
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Posted 3 weeks ago
Virgin Media is rated 1.2 based on 2,100 reviews