Name: Virgin Media
Rating: 1.17

“I would sooner entrust my communications to a carrier pigeon with terminal paramyxovirus than to Virgin Media. Virgin Media is, without exaggeration, the worst company I have ever had the misfortune to deal with. It is difficult to decide which aspect of the experience is more impressive: the unreliability of the equipment, the uselessness of the booking system, the engineers who fail to appear, the promised repairs which evaporate into thin air, or the almost impenetrable call centre apparently designed to prevent customers from obtaining anything resembling help. Nothing works properly, nobody appears to know what anybody else is doing, and promises are handed out with all the permanence of writing on water. You can spend an absurd amount of time explaining the same problem repeatedly to different people, receiving solemn assurances that something has been arranged, only to discover later that absolutely nothing has happened. What makes the experience particularly contemptible is not merely incompetence. Plenty of companies make mistakes. It is the extraordinary impression Virgin Media gives that inconvenience to the customer is simply somebody else's problem. There appears to be no meaningful ownership of complaints, no continuity, no accountability and precious little urgency. The customer is left to chase them, telephone them, repeat himself, wait for appointments and generally perform unpaid administrative labour for the company, in the forlorn hope that Virgin Media might eventually provide the service for which it is already taking money. Their customer-service system deserves particular recognition as a masterpiece of corporate obstruction. If somebody deliberately set out to construct a system intended to exhaust a customer until he simply surrendered, I am genuinely unsure what Virgin Media would need to change. Getting a straightforward problem resolved becomes an endurance test involving queues, transfers, loud requests for someone to speak up because the transmission is failing, repetition, contradictory information and assurances which repeatedly prove worthless. And then there are the engineers and appointments. An appointment with Virgin Media seems less like an arrangement between two parties and more like a vague aspiration. You organise your day around them; they apparently regard attendance as an optional extra. If an engineer does not arrive, the burden somehow falls upon you to begin the entire miserable process again. There is something almost impressive about the completeness of the failure. It is not merely that one department is bad, or that one piece of equipment is unreliable. Every stage seems capable of failing independently of every other stage, while simultaneously ensuring that the customer has the maximum possible difficulty getting anybody to take responsibility for any of it. In our case, the hardware has broken down badly enough to require an engineer four times in six months. That would already be an appalling record. Add unreliable appointments, unreliable promises and atrocious customer service, however, and Virgin Media somehow manages to turn simple technical failures into a prolonged administrative punishment. In the name of God, avoid this company if you have any realistic alternative. I would not recommend Virgin Media to somebody I mildly disliked. I would hesitate to recommend it to somebody who had keyed my car. They have managed the remarkable feat of combining unreliable hardware, unreliable appointments, unreliable promises and atrocious customer service into one seamless experience of exasperation. At least the highwayman called Turpin (this imbecilic interface won't let me type his actual known name) had the common decency to wear a mask while he robbed people blind. A whole one star only because Trustpilot apparently declines to provide a smoking crater where the stars used to be.”

Helpful Report

Posted 2 days ago

“Issues the whole way. Started with them not properly installing the broadband, we had a huge hole in our outside wall. Then had an engineer come over and "properly" install a cover, we never got WiFi in half of our property, ordered the boasters 3 times never arrived. Final bill they never took the payment and when I called them 5 times to have it sorted the customer service person had no idea what to do and insisted I call next time. Don't bother, utterly terrible company.”

Helpful Report

Posted 3 weeks ago

“If you are planning on moving home, do yourself a huge favor and cancel Virgin Media before you go. I gave them 1.5 months' notice to transfer my connection from Peterborough to Bristol. Both homes are wired for Virgin Media. This should have been a seamless digital switchover. Instead, I was disconnected early, lied to about whether my old equipment would work, had my new router dispatched to my old address 160 miles away on my actual moving day, and was then falsely promised "next-day delivery" to resolve their own mistake. After wasting more than 10 hours of my life trying to get this sorted, I had to spend another 2 hours battling through 4 different agents just to cancel my contract. The level of incompetence is staggering. Their customer service agents are trained to offer endless, empty "apologies and regrets"—none of which compensate me for the hours of personal and working time I have lost. A completely broken company that does not deserve to survive in a competitive market. Avoid at all costs.”

Helpful Report

Posted 4 weeks ago

“Took out a contract for broadband and tv 3 years ago on a promotional deal including an o2 sim, moved house and instead of changing my address they cancelled my contract set up a new one and said they had no record of my old account. 6 months of complaints this was resolved, then the incompetent staff gave o2 the wrong details (email as @icloud.om) & didn’t change address with them either and got final demand letters to the old house now affecting my credit score - trying to make a complaint and cancel this but they’re not letting me! Cheating, lying, unhelpful and breaching consumer rights. Please please avoid! Pay the extra tenner and go with sky they’ve been fantastic”

Helpful Report

Posted 1 month ago

“Worst company ever, charges extra for things, gives you things like wifi routers for free and then charges you. massive disconnection charges”

Helpful Report

Posted 1 month ago

“Incorrect information provided. Promised me activation link that was never sent. Wanted to charge me 1000 pound to leave contract. Sent an engineer to fix cable that was not broke. Sent new router via yodel that was not requested as hub 5 was installed previously.”

Helpful Report

Posted 2 months ago

“I've been a Virgin Media customer for less than a week and the experience so far has been incredibly frustrating. After signing up for broadband and an O2 SIM, I received an email stating that my email address was already registered with O2 and that I needed to contact support to resolve it. The chat link provided didn't work, leaving me no option but to call. I've now called three times, waiting around 15 minutes on each occasion: • First call: disconnected before I reached an agent. • Second call: disconnected while speaking to an agent. • Third call: the agent was unable to access my account and promised to call me back within 30 minutes. The callback never happened. The installation process has been equally frustrating. On Monday, I received a text saying an earlier installation slot was available for the following day and asking me to reply YES to confirm. I replied immediately, only to receive another message an hour later saying the slot was no longer available. Then on Tuesday, exactly the same thing happened again. Another text offering installation for the following day, another immediate YES response from me, and then another message an hour later saying the appointment was no longer available. At this point, I haven't even had the service installed yet, but I've already dealt with a broken chat link, multiple dropped calls, an unfulfilled callback promise, repeated time spent on hold, and two installation appointments that were offered and then withdrawn. What concerns me most is that these don't feel like isolated mistakes by frontline staff. They feel like the result of processes and customer communication systems that have been designed and approved at a management level. Offering appointments that apparently aren't actually available, relying on broken support channels, and failing to deliver promised callbacks creates a poor customer experience before the service has even gone live. Not the level of service I'd expect from a major provider, and certainly not a great first impression.”

Helpful Report

Posted 2 months ago

“Awful experience with Virgin Media I wish I never switched. My browser takes 5 seconds just to load a single tab, and gaming is unbearable due to extremely high ping. I’m talking 2000+ ping at times. Overall, ever since I switched, I’ve hated the service. I would not recommend it to anyone thinking about switching broadband providers. If I could give 0 stars, I would.”

Helpful Report

Posted 2 months ago

“Worst customer service I’ve ever experienced. The way they spoke was harsh and very direct, and the whole process was painfully slow- it took nearly 30 mins just to confirm simple details. It was extremely frustrating. Although I liked the packages, the conversation completely put me off and honestly made me question how reliable they are”

Helpful Report

Posted 2 months ago

“Beyond torturous! Whatever service Virgin offer you, avoid at all costs. If you want to spend hours and hours pulling your hair out, trying to get past bots to get your problem dealt with then fill your boots. These are the people you need.”

Helpful Report

Posted 3 months ago

“I’ve now had two separate attempts to start a broadband contract with Virgin Media, and both have been a complete failure. Most recently, I agreed an installation date, took time off work, and rearranged my day to be available — only for the engineer to cancel the appointment 12 hours before with no explanation. I then called and spoke to a manager named Daniel, who assured me he would contact the engineering team and that I would receive an update by 8pm that same day. I specifically asked what to do if I didn’t hear anything and was told I could call back up until 10pm. Unsurprisingly, no update came. When I tried calling at 9pm, I was met with a recorded message saying the lines were closed. This is not the first time I’ve experienced this. On a previous attempt, an engineer simply didn’t show up, followed by inconsistent and conflicting explanations from customer service. At this point, I have to ask: why would anyone commit to a 24-month contract with a company that shows so little respect for its customers’ time? Taking a day off work, rearranging commitments, and being left without service or clear communication is completely unacceptable. This level of service is shocking and demonstrates a clear disregard for customers. I will not be proceeding with Virgin Media and would strongly advise others to think carefully before signing up.”

Helpful Report

Posted 3 months ago

“Virgin Media has provided one of the most stressful and poorly handled customer experiences I have ever dealt with. I was wrongly charged for unreturned equipment after moving home, despite repeatedly notifying Virgin Media that they were sending correspondence to an old address and that I had not received any returns packaging. I raised multiple complaints over a period of months and was assured the matter would be resolved. It was not. Instead of correcting their own error, Virgin Media continued to ignore the address issue, failed to send the promised packaging, failed to follow up when promised, and then added late payment markers to my credit file. As someone who has maintained an excellent credit history for years, this was unacceptable and completely avoidable. Their failure to deal with a straightforward issue has caused unnecessary stress, consumed significant time, and had real financial consequences. What is most disappointing is not just the mistake, but the repeated lack of ownership, poor communication, and failure to put things right despite numerous opportunities. Customers deserve far better than this. I would strongly urge anyone considering Virgin Media to think carefully about the level of aftercare and complaint handling they may receive if something goes wrong.”

Helpful Report

Posted 3 months ago

“Virgin Media calling themselves “the UK’s most reliable broadband” is not just wrong — it’s straight-up delusional. You people are a joke. If I could give you 0 stars, I would. Your service is an absolute disgrace. At this point, the outages aren’t even occasional issues — they’re part of the package. Once a month at least, sometimes multiple. Twice in the past week. TWO full outages, hours long!!!! What exactly are you extorting people for? Because it’s clearly not a working service. It’s not reliability. It’s not stability. It’s pathetic, along with the agents in your "Customer service" team. You all belong in the trash can. And the audacity… the marketing… “most reliable broadband.” Are you actually serious? Who signed off on that??!! YOU PEOPLE ARE THE UK'S BIGGEST JOKE!!! The only thing consistent about Virgin Media is how consistently it fails. You’re not premium. You’re not even average. This is bargain-bin performance at premium prices, wrapped up in empty promises and recycled PR nonsense. And when it inevitably goes down? Silence. Or worse — those useless, copy-paste “we’re aware of an issue” updates that tell customers absolutely nothing while they sit there disconnected for hours. No real updates, no urgency, no accountability. Just the same hollow script every single time. People work from home. People rely on this. But clearly that means nothing as long as the money keeps rolling in. At this point, calling this a “service” feels generous. It’s a recurring failure you charge people for. Sort it out. Because right now, your reputation isn’t just bad — it’s earned.”

Helpful Report

Posted 3 months ago

“I am absolutely exhausted and disgusted by Virgin Media’s predatory behavior. This isn't just a bad service; it is a systematic scam. 1. The Sales Lie: A door-to-door salesman promised Virgin would cover my full £688 exit fee from my previous provider. I showed him my contract (£65/month until 2027), and he guaranteed 100% coverage. It was a lie—they only cover £250. 2. The Trap: The salesman vanished during my 14-day cooling-off period, ignoring all messages until it was too late to cancel. This was clearly calculated. 3. The Customer Service Circus: * Live Chat: I was passed between 6 to 7 different agents, all of whom shirked responsibility and refused to help. The Phone Call (SHOCKING): When I called the hotline and demanded to speak to a Supervisor, the agent had the audacity to fake their voice and pretend to be the supervisor! This level of dishonesty and lack of integrity is shocking for a major UK company. I have been lied to by the sales team, ignored during the legal cancellation period, and mocked by phone agents. I am now mentally and physically drained, facing a £438 debt that I was promised would be covered. Virgin Media has ZERO integrity. I am reporting this to the Ombudsman and Ofcom. If you are considering joining them: RUN. THEY WILL LIE TO YOUR FACE.”

Helpful Report

Posted 3 months ago

“cancelled my services with Virgin Media on 10/09/2025 due to installation issues – TVs were not working and promised equipment was never provided, meaning the service was not usable from the start. Despite this, I have continued to be charged £221.08 per month and have now been overcharged nearly £2,000 since cancellation. I have made 10–20+ calls trying to resolve this, spending hours on the phone with no resolution. Most recently, I was on a call for over an hour, told the service is now disconnected, and promised a callback at 8pm which never happened. I’ve had to install alternative providers (Starlink and BT) just to have working internet. This has been extremely frustrating and time-consuming to deal with. I am still awaiting a full refund of all charges taken since cancellation.”

Helpful Report

Posted 4 months ago

“cancelled my services with Virgin Media on 10/09/2025 due to installation issues – TVs were not working and promised equipment was never provided, meaning the service was not usable from the start. Despite this, I have continued to be charged £221.08 per month and have now been overcharged nearly £2,000 since cancellation. I have made 10–20+ calls trying to resolve this, spending hours on the phone with no resolution. Most recently, I was on a call for over an hour, told the service is now disconnected, and promised a callback at 8pm which never happened. I’ve had to install alternative providers (Starlink and BT) just to have working internet. This has been extremely frustrating and time-consuming to deal with. I am still awaiting a full refund of all charges taken since cancellation.”

Helpful Report

Posted 4 months ago

“cancelled my services with Virgin Media on 10/09/2025 due to installation issues – TVs were not working and promised equipment was never provided, meaning the service was not usable from the start. Despite this, I have continued to be charged £221.08 per month and have now been overcharged nearly £2,000 since cancellation. I have made 10–20+ calls trying to resolve this, spending hours on the phone with no resolution. Most recently, I was on a call for over an hour, told the service is now disconnected, and promised a callback at 8pm which never happened. I’ve had to install alternative providers (Starlink and BT) just to have working internet. This has been extremely frustrating and time-consuming to deal with. I am still awaiting a full refund of all charges taken since cancellation.”

Helpful Report

Posted 4 months ago

“Left Virgin Media give 30 days' notice. They collect more money for Two month when i called, they said you have not finished the process of cancellation. Charged More 40GBP .......They report this 40 GBP to the credit agencies, which I am not aware of. Now my Fiancial instiution want make me aware that this is on my Cradit file......No Sloution and they need just money, no customer services, no”

Helpful Report

Posted 4 months ago

“Paying almost £50 for broadband only and most days connection is hit and miss. Called multiple times only to be told to restart the router. Extremely disappointed in that provider and their costumer service.”

Helpful Report

Posted 6 months ago

“Virgin Media has been nothing but a headache from the moment I joined. The WiFi has always been weak in my bedroom and kitchen, and despite reporting it repeatedly, they did absolutely nothing. Months later, the broadband started failing completely. Even when I connect my laptop directly to the cable, it buffers, drops, and takes ages to upload anything. I’ve even had payments fail because the connection times out. For a company that charges premium prices, this is embarrassing. There was a major fault in my area (W3 8EP) that dragged on for nearly two months, and all they did was send the same useless “repair will be finished soon” messages, then repeat the exact same message two days later. No real updates, no honesty, no urgency. Then they booked a technician for 14 January, confirmed it at 8:01am, and I rearranged my entire day — even delayed my prayers — to make sure I didn’t miss the visit. The technician never showed. When I contacted customer service, they casually told me the appointment had been cancelled. No explanation. No warning. No apology. Just complete disregard for my time. And today was the final straw. Instead of helping me fix the ongoing issues, the agent tried to upsell me from my 250 Mb package to 350 or 500 Mb, as if the solution to their broken service is for me to pay more. When I pointed out that would cost extra, he simply said “of course”. So they know there’s a problem, but instead of fixing it, they try to squeeze more money out of customers. Virgin Media has shown me nothing but poor service, missed appointments, misleading updates, and customer support that doesn’t listen and doesn’t care. I regret ever joining them, and I wouldn’t recommend them to anyone.”

Helpful Report

Posted 6 months ago

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
Returns & Refunds
Refunds Process	Difficult

Virgin Media Reviews