Virgin Media Reviews 3,885

Was a customer for 8 years....NEVER AGAIN. I needed to put on record after reading the amount of VM losing so many customers. I first found it amusing, but then felt sorry for all the existing customers. Between TV & Broadband it was a continual shambles, it makes me feel sick thinking about it, THREE COMPENSATION PAYMENTS. Lie after lie after lie, so now I just use a Smart TV Netflix, Amazon, so very limited live football, my loss, I was tempted to go for a Dodgy Stick, would you believe offered to me by the VM guy who collected my equipment!!!!!.. Conclusion - VM TV & broadband unreliable, AND GROSSLY OVERPRICED. Bunch of liars and Crooks, the demise of this rubbish organisation, IS WELCOMED.R.I.P. And despite assurances when I left 3 years ago, that I would longer be cold called, 4 knocks on the door, no reference on their database DO NOT CALL, shower of ***t.

Spoke with TeeJay from retention and cancellation
Unbelievable that member of staff can have attitude, refuse to allow you to speak with a manager or senior member of staff - also refuse to have one call you back
Then hang up the phone
Looking forward to leaving this company

Once again service down, once again there isn't an obvious place in their app to register loss of service for compensation.

Can't wait to be out of contract....

Customer service and contracts, asked for internet only on social tariff on renewal , told no its more expensive than this package. The social tariff is for pensioners on pension credits . At no point did anyone do an eligibility check just point blank refusal. The contract price hike mean the bill will reach £95 a month instead of under £20 a month with no price hikes . This information hidden from my elderly mother and she was told this is the best deal. Constant contact , bills going up from them and still refusal to change her to social tariff . Since then treats for termination of contract then they decided to just change her contract without agreement to the same but discounted by £2 amonth and still no social tariff. Call ctrs with o people skills or native speaking , when a phone conversation gets listed as chat so they write whatever they want. Contract canceled not easy taken over a month and they expect termination fees ... Time to get tough and go to the ombudsman. Impossible feat speaking with staff with any sense of ones with a native language , expect to loose a few hours of your time each call with no resolution

This lot never fail to disappoint and frustrate. Every time I call that’s half of my day gone. I can’t wait to get rid of this mob & switch to Vodafone.

Just to add to the many complaints - we have had a new entry system installed which worked for one week. Despite the system being compatible it now refuses to release the main door (flats) but does on other non-Virgin phones confirmed by the installers. Getting any help from Virgin is a nightmare, but somehow must try.

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.

I would give negative stars if I could. Apart from the hideous expense for a dubiously reliable service contacting Virgin Media is very difficult. I eventually phoned up and spoke to someone evidently outside the U.K. who asked for the first letter of my memorable word. I have never set a memorable word for this company. He then asked for details of my account, which I could not access (which is why I resorted to the telephone), it was frustratingly pointless.

Since joining Virgin Media there have been too many occasions where you have no broadband. I am paying for an intermittent service which I left EE because of issues only to experience worse issues now. Can Virgin give a proper reason for not being able to provide the service other than “Issues in your area”?

I have been with Virgin media for my broadband for 15 years and have never had an issue. I then subscribed to the mobile offer and for weeks now I cannot receive nor make calls. The customer service agents have been very kind bar Helen who disconnected. Can you believe that my issue cannot be fixed unless I provide another phone number ...... So basically they cannot fix the issue on my phone but will be able to do so from another phone? The Virgin shop checked my phone and there is nothing wrong whatsoever with it. Virgin has moved numbers to a new server and that is where the issue lies. Next ComReg and my lawyer. DON'T SUSBCRIBE TO VIRGIN MOBILE !!!!!

Sadly like most of the reviews for Virgin Media my poor mum is experiencing the same or similar issues. She changed her broadband to virgin in Feb26, they ran the fibre cable to the edge of her property and were meant to send a separate team to run and connect this into the house…on the 4th March…despite much chasing she is still waiting and waiting and waiting…everytime she calls someone assures her they will be there tomorrow…

The service provided from Virgin Media has been shocking, phone the help line, engineer booked for Friday and didn’t turn up, phoned up again booked for Monday and didn’t turn up, phoned up again, someone coming out at 6pm, I’m not holding my breath.
Manager said they would phone back, never did. Now we have had no services from this joke of a company for over 8 days, and still no further forward.
I really want to change to another company. Absolutely shocking

I have been locked out of my Virgin Media and O2 accounts since February. Despite several phone calls and the raising of several 'tickets', nothing has changed. It seems impossible to get Virgin/O2 to do anything other than say that they will raise the issue. My only alternative seems to be to change to another provider.

So far so good. Installation of fibre broadband went well and it is working and seems quick.

The tv is system is not as slick as sky but ill get used to it. I never had Netflix before but there are a huge amount of choices available.

I’ve just spent 57 minutes on the phone to Virgin Media trying to set up a new broadband account, their customer service is appalling. I was put on hold between 40 & 50 times during the call, please if you read this review don’t put yourself through it! Absolutely diabolical! I hope Richard Branson reads this & closes the call centre down, a complete lack of respect to his potential customers.

If I can give Virgin Media 0 I would, on the 16th January 2026 I phone Virgin Media to say I was leaving them because there prices were to expensive, they still sent me a bill for March with the new prices I call them explaining everything they said they will credit my account I also sent back there equipment. I paid the last bill in February then they said I had a credit on the account why didn't they tell me that when I was making the payment in the first place. I now have a credit of £80.60, they have closed my account and still not received my refund. I WOULD NOT RECOMMEND VIRGIN STAY FAR

If I could give them less than 1 star I would! Customer services if that’s what we’re calling it, is SHOCKING! No one can understand your concern, they read off a script and can’t steer away from that! One man told me he couldn’t understand ME! They are ones who outsourced the call centre!

Nothing is ever resolved! Nothing is straight forward! Roll on 2027 so we can go back to sky!

Worst company I have come across ever!

I was 2.5 hours on live chat being passed from person to person and the issue still wasn’t resolved, although they said it was on their end so that was the end of it!

I have wasted so much time on the phone and raising complaints. They promise one thing on the phone and then when the documents come through they are not what was agreed. So frustrating! Not a happy customer experience.

Awful I hate their broadband. Found it via uswitch which seemed a bargain but it was definitely mis sold to me. Any cheaper WiFi would get me better signal. Miss a payment the signal will be significantly a lot worse. WiFi booster helps by zero. Consistent virgin media people salesman literally kept ringing me every single week for a long time mivering me to buy and upgrade they don’t actually care when I tell them no because the signal we get is so poor despite the good package we got, doesn’t deliver what it does on the package when I signed up. Please do not buy virgin broadband even if the offer seem very good. You won’t get much out of it.

Nathaniel came out on the 8.02.2026. (28031) we had an issue with the virgin media box and the service was excellent start to finish. He arrived within the time slot which was allocated and was friendly and professional straight away.
He took his time to properly explain what the issue was and didn’t rush the job. After he had fixed it he had also made sure everything was fully set up to the right standards.
He was very respectful and understanding as well as patient. He answered all the questions we had for him and he explained everything very well.