Virgin Media Reviews 3,886

Complained too many times about the lack of internet with guaranteed speeds. Had too many engineers who I don't think are qualified visits my home to try and "fix" the problem.
Anyone who tries to get on virgin for anything needs their heads checked. There's a catalogue of complaints I'm just a number as every customer who is stuck in a contract with them.

On Saturday 7th February I took out a contract with Virgin Media, Buchanan street Glasgow. Was informed when my device arrived to phone shop and arrange for engineer to install. I phoned shop on Wednesday 11th when device arrived. Spoke to one male who didn't know what I was talking about, he then put me on to someone else who promised to phone me back, it's now Friday and still waiting. Phoned again this morning same result. Female promised to phone me back, still waiting. This is terrible customer relations from a reliable company.

Absolutely awful service numerous issues and promotional new customer offer was not applied service absolutely awful and then we were overcharged. Our complaint has been ignored since the initial reply which was six weeks ago

Virgin Media and O2 at Nottingham Victoria Centre are terrible. They only sell contract and always have no intention to help. The man staff in the store was terrible and it is a shame for Virgin Media to offer job for such rude people who have no intention to help!

I think virgin are crooks so please don’t join if you’re reading this. I live in a tiny flat and the internet wouldn’t even reach the bedroom. They said our only option was to pay for an upgrade and get boosters, making it no longer affordable. We had no choice but to do this as we were already locked into the contract. Virgin cannot even offer a basic internet package to cover a very small flat, they do not care about their customers.

Sadly it gets wose.....
Ok first the good bits...mostly the service is ok, the Engineers when required are good and really nice guys...I have been with these people since the days of NTL, and in the early days if you needed Customer Service it was UK based and generally they got things sorted.
The Customer Services is now a complete shambles, I think based in the Philipines, so you call them and the line is so bad you cannot understand a word that is being said.
Then when you eventually manage to explain your issue,you are fed a complete pack of lies, promise after promise and nothing gets resolved, My issue was simple.
In December due to a failure of Virgin Media sytems we lost total service for over 2 days, now, Virgin Media offer to compensate Customers which in my case they agreed to do ..
Nearly a month later, after 3 phone calls and mails from Virgin Media I still do not have my credits 20£, they keep assuring me that it will be done and then closing the complaint, and I have to keep opening it again.
Virgin Media then have the cheek to charge me a late payment fee after I paid my last bill less the 1st 10£ I was Promised, which I had to pay online as my App login did not work.
I have the emails from Virgin Media so they will be used when this Complaint finishes up with the Ombudsman, I have given them 7 days to credit my account.
They are required to deal with a complaint as the law asks them to, but the procedures are not being followed, you cannot close a complaint until it is satisfied.
They have just sent me a renewal offer.....hmmm
The only way to get any satisfaction is to contact the retentions department based in the UK, because that is where they are told not to lose Customers...so please give me my Credits and keep a long serving customer!! Sky just love this because they can offer you a great deal to leave Virgin Media, do I really want to leave Virgin Media ? no not at all... so lets hope that doesnt happen, I dread to think how many Customers this Company are losing.
Get your act together.

Absolutely disrespectful staff!
I have been contacted by One of the marketing guy! He was absolutely rude at first place and since he called me up I asked him if VM could match my current deal -and his answer was “I absolutely not going to match the deal”. On top, he asked me vague questions and said I have been asking you multiple times and I need that answer. why would he called if he was not in position to hear customer.

Worst service I've had problems with my internet cable for two weeks But I call them every day and they make fake appointments for me and the engineer doesn't come So you don’t deserve a star. I regret paying you £39 a month. Stay away from this damn company

Truly shocking broadband provider. Constant problems, slow speed, lack of connection. Phoned to UPGRADE router but advised not possible as current speed was too slow. However, I had received a text message from Virgin Media with an offer to go up a speed tier only to be informed by the customer service advisor that he thought this was a scam. Asked to speak to supervisor who was on another call so agreed a call back. I’m still waiting for a call back. In the meantime I’ve been sent a new router (the same as my existing one) but ironically received a text from the ‘scam’ Virgin Media number that my parcel had been delivered. Impossible to make video calls, audio calls over WiFi and use the internet in general. It will be a miracle if I manage to leave this review…! Shocking provider, terrible customer service and I can’t wait to leave.

Dreadful customer service- intermittent Wi-Fi which is useless when working from home and stuck on call queues for hours to no avail

This is really frustrating. My payment all went through but suddenly my broadband didn’t work at all for 1 week . I don’t recieve any email from them to explain if what’s going on . And I cannot log in to my account as it’s totally block for no reason . And I don’t recieved any explanation from them .

For two months now I can not log into my virginmedia account . After numerous phone calls to customer services I'm just going round in circles .After initially trying to fix the problem and then raising a support ticket which as been escalated on 3 occasions and saying they will ring back in 24 to 48 hours , I always have to phone them back because they don't bother to ring back , only to be told sorry we will escalate again .They're doing my head in .

Worst decision I have ever made to get Virgin Media as my broadband provider !

Left message after message to their email service and phoned them and they hung up on me!!!

We’re pensioners on a fixed income and they simply don’t care - anyone out there thinking of getting this service PLEASE think again!!!

Appalling customer service and after reading other reviews (which I wish I had read prior to buying this service) I would not recommend them to my worst enemy!!!

Avoid at all costs!!!

I bought a package on October and now it’s January 5th still waiting for the installation which got delayed more than 5 times and they are never honest and every agent tells you a different story. Worst service I ever received from a broadband. Don’t ever think about this broadband!

Useless customer service. Constant tech/login issues. Can't access services we're paid for. Just terrible.

Do not go have wifi with this shower of shit ..took 2 separate days off work and still no WiFi. Completely wasting my time. Do not give this company your time and money

My TV/BB stopped working and I phoned Virgin Media Contact Centre.
Advised by call handler the engineer would visit on Monday.
Then received a txt after their Contact Centre closed telling me Tuesday 30/12/25.
I have insomnia caused by chemotherapy and thought I was upgrading to get a better product.

4 nights in the last week the broadband has failed at around 830pm.
Each time I call their utterly useless customer services team who read the same script “we’re having an issue in your area, the service will be working by 8am tomorrow, if it’s off for 24 hours you’ll be compensated”

So of course it’s only ever off 12 hours at a time, so they never have to pay compensation, but only works 50% of the day!!!

Customer services team are barely speak English, both myself and my wife struggled to understand what the person was saying. It’s almost like they want to make it so hard to speak and understand their staff you just don’t bother calling up to complain!

If I could give zero stars I would.. This is the worse broadband provider I have ever experienced. Do not under any circumstances buy this. The services is down on a regular basis with no communication and consistent lies of when service would resume. My internet was down for 2 full days last month nothing in terms of a refund for no service. It’s an absolute joke

Pay monthly for broadband that doesn't work half the time. Always intermittent service if its not completely off! No wifi for past 2 hours, yet they call almost daily offering me 'better deals' if I pay more per month, claim speed is slow as I use too much. I live alone and use the broadband for laptop and ring camera! Try anything to get more money out of you but don't help when you need it! Will definitely be switching providers they're an absolute joke!