Terrible customer service. No engineer called when booked, wanting equipment returned which engineer took away with him to return, being threatened with charges for equipment already returned, rude... See more
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Think Virgin think crap. Outages for the last 3 days. Booked an engineer as not website saying no problems in area. Cancelled appointments to be in but (no surprise) engineer didn’t turn up nor any no... See more
Company replied
I'm scoring a 1 as 0 is not an option. The "Homeworks" feature, which provides senior technical support for an additional £9.99, is an absolute joke. I have an issue with outbound traffic from my rout... See more
Company replied
The absolute worst customer service. Been trying for 6 weeks to get the broadband wire that comes from the street reallocated. Told us it would be done upon installation. Installer arrived said it was... See more
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Company details
Written by the company
Virgin Media helps homes across the UK stay connected and entertained with broadband, TV and home phone services. We know reliable connectivity matters every day, whether you are working from home, streaming, gaming or keeping in touch. We focus on making it easy to join, set up, manage your account and get support when you need it. We read the feedback you leave here on Trustpilot and use it to improve. When things do not go to plan, our aim is to put them right as quickly and clearly as we can.
Contact info
500 Brook Drive, RG2 6UU, Reading, United Kingdom
- 0345 454 1111
- www.virginmedia.com
1.5
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106K reviews
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I don't like writing bad reviews, they deserve this one
I don't like writing bad reviews, but Virgin deserves this one based on my experience with them.
Nearly a month ago I signed up for a broadband package as I moved house, I have spent over 10 hours on the phone to their support with no resolution and no internet installation in sight.
The installation date got pushed back, I was then promised by Vishwinder and Zubair it would be done last Friday, no surprise it wasn't done. I raised a complaint, someone called Nkit told me he was my dedicated complaints manager, it turns out he was just a senior complaints team member and he then didn't call me back so I tried to call him. After being transferred to the wrong department 4 times and 2 hours later, I spoke with Ahmed who says he is the overall complaints manager, no resolution, when I asked who their regulator is, he wasn't forthcoming, after a quick search I mentioned Ofcom, he shortly ended the call and never called back. I got an email to say they're sorry I missed their call and the resolution notes he'd left did not reflect what had actually happened.
I then asked for a call back from Ahmed, instead got a call from Megan claiming she was from the "On-shore" team and she didn't know who Ahmed was so I had to repeat myself again as I had to do every conversation, she was subtly admitting that the off-shore team give them headaches. Megan admitted it's nearly been a month and I had not had a single proactive update from anyone at Virgin regarding what was going on with the installation. She also said she would call me back by a certain time the next day, she did but later than she said she would, by then I had cancelled my contract.
The same messaging throughout, they use two third party contractors who install from street pole to property and then their own contractor from outside of property to inside. They can only contact their third party contractor by email, they have a supplier that is entrusted to go out to their own clients properties and they have no phone number they are allowed to use.
As I've been told a couple of times by staff, they have millions or customers, implying that they cannot keep up with the demand and deliver even a basic service, hence why they are so cheap. Their processes are awful and have cost me money as someone who works from home.
All I hope is that by writing this review, I help people with their decision making and avoid going through what I've had to.
The senior staff at Virgin are losing money, because of poor to non existent communication channels, not giving their staff the correct training or tools to effectively help people who want to be customers and using third party contractors that they limit their staff to emailing. It doesn't work, from a consumer point of view, Virgin has tainted my view on the broadband industry. I wish I had relied on these other shocking reviews before hand.
What a let down on so many levels. People don't want generic customer service spiel, they don't want apologies, they want honesty and action on what they've agreed to pay for. Shame I have to even give them a star, there's no option not to.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Matt,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must be to sign up for a service following a house move and then, nearly a month later, still be waiting for your installation to be completed. We can appreciate the impact this would have, particularly when you've spent significant amounts of time contacting us for updates and have been relying on us to provide clear information and timely communication.
We're also sorry to hear about the difficulties you've experienced while trying to get answers regarding your installation. We understand how frustrating it can be to have to repeatedly explain the same situation to different teams, receive conflicting information, and feel that promised callbacks and updates have not materialised.
In addition, we appreciate your concerns regarding the communication between Virgin Media and our installation partners. We understand how disappointing it must be when delays occur and there appears to be little visibility of progress or proactive communication regarding what is happening and when the work will be completed.
We also recognise the impact this has had on you personally, particularly as someone who works from home and has incurred additional inconvenience and costs while waiting for the service to be installed.
We'd like the opportunity to review the concerns you've raised regarding your order, complaint handling and installation delays. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4ylQY4Z
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Disgusting customer service.
Disgusting customer service.
My contract came to an end, yet they seem to do everything possible to stop you from closing your account. Endless delays, being passed from one department to another, and spending hours on the phone until you're so frustrated you just want to throw the phone at the wall.
In my experience, O2 is exactly the same. I would strongly recommend avoiding both their broadband and mobile services.
The most frustrating part is that after you finally give up and hang up, they call back for a single ring, which feels like it's only to make it look as though they tried to contact you. It happened to me again today.
In the end, the only way I could stop the whole mess was to cancel my Direct Debit.
This company comes across as complacent, arrogant, and completely unconcerned about its customers. I won't be using them again, and I would not recommend them to anyone.
The whole experience reminds me of the Post Office scandal—an organisation that became too big, too complacent, and stopped listening to its customers. Virgin Media and O2 feel like the "Post Office" of broadband and mobile services in the UK.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Piotr,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must be when you've made the decision to leave and feel that the process is taking far longer than it should. Spending hours on the phone, being transferred between departments, and repeatedly trying to progress a cancellation request would understandably leave anyone feeling disappointed and frustrated.
We're also sorry to hear about your concerns regarding callbacks and communication. We appreciate that when you're trying to resolve an issue, clear and effective communication is essential, and it's disappointing to hear that your experience has left you feeling that your concerns were not being addressed appropriately.
We understand the strength of feeling in your review and are sorry to hear that your experience has left you with such a negative impression of Virgin Media. It's particularly disappointing to hear that, after reaching the end of your contract, you felt cancelling your Direct Debit was the only way to bring matters to a close.
We'd like the opportunity to review the concerns you've raised regarding your cancellation experience and the support you've received. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fmMNgu
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
House move issues and terrible customer service
Been with Virgin for some time, as is my partner. When we moved in together they gave us no options to combine accounts. This would have resulted in us staying with Virgin I'm sure. The option they gave us was to pay full account off which was months in advance and very expensive. So we paid two separate sizeable bills, one with TV and internet one just internet for over a year.
I've moved twice in this time, into my partners and then us both to a new property.
Each time having to pay a moving feed and a double bill.
The second move was ridiculous and they wouldn't deal with use together even though we'd both given consent to discuss our accounts. We had to attempt to move both separately. This caused so much confusion that Virgin staff were constantly trying to switch one off when moving the other.
We are in total 3 months out from finishing both contracts, and I've still not got my internet in the new property although I've been paying my bill.
We will never go with Virgin again. Terrible service, terrible customer experience and complete rip off!
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Emily,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must have been to move in with your partner and find that there were no suitable options available to combine your accounts. We also appreciate your concerns regarding the costs involved, particularly when this resulted in paying for two separate services for an extended period of time.
We're sorry to hear that both of your home moves were accompanied by additional charges and complications. We understand how stressful moving home can be without having to deal with confusion around multiple accounts, service transfers and repeated contact with customer support teams.
It's particularly disappointing to hear that, despite providing consent for your accounts to be discussed, you experienced difficulties coordinating the moves and that this led to further confusion regarding your services. We also understand how frustrating it must be to be paying for a service while still waiting for your internet to be installed at your new property.
We appreciate the loyalty you and your partner have shown to Virgin Media over the years, and we're sorry that your experiences have left you with such a negative impression of our service.
We'd like the opportunity to review the concerns you've raised regarding your house moves, account management and installation delays. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3TFURS7
X: @virginmedia
Appalling service
Appalling service. Virgin Media kept taking money after my contract had ended and blamed it on my new broadband provider! Been waiting over 2 months now for some sense and for a refund. The lengths they go to to take money for nothing and the ineptitude of the customer service teams are equally unbelievable.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Adam,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to continue being charged after you believed your contract had ended, particularly when you've been trying to get clarity and a resolution for more than two months. We also appreciate how concerning it can be when there is uncertainty around responsibility for the disconnection and subsequent billing.
We're sorry to hear that you've been left waiting for a refund and that your interactions with our customer service teams have not met your expectations. We understand why this situation has left you feeling disappointed and frustrated.
We'd like the opportunity to review the concerns you've raised regarding the continued billing, your refund, and the support you've received. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4hhIci7
X: @virginmedia
Not a reliable service
Not a reliable service. Contract up soon, will not be renewing. Broadband drops out but Virgin says service working, then wait for 24 hours before asking for a callout in case it fixes itself. If this is the service you can ecpect when in the near future everything will be done online, where does that leave you......
16 July 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to experience intermittent broadband dropouts, particularly when service checks indicate that everything is working correctly. We also appreciate your concerns about being asked to wait before an engineer visit can be arranged, especially when the issue is affecting your ability to rely on your connection day to day.
Reliable broadband is increasingly important for work, communication and everyday activities, so we understand why repeated service interruptions and difficulties getting the issue resolved have left you disappointed and considering other options when your contract comes to an end.
We'd like the opportunity to review the issues you've been experiencing and investigate your concerns further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4yqQdaA
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
A very honest review
The internet isn't as fast as they state. Its not one of the fastest providers at all. Its average at best, if you get bad weather, the internet speed drops massively.
Customer service is okay when buying.
Customer service while a customer is slow but after 20/30mins on hold they will try and sort you issues.
After customer care is non existing. I cancelled in February due to moving property, they haven't cancelled the account. I rang up 3 times and they sent debt collectors who in the end sided with me and it even took them 2 times for virgin to understand I have no account. Very embarrassing and unprofessional.
Was I happy with my internet when using them? It was ok but that's compared to no internet.
Would i go back with them? No. Honestly apart from the poor experience with the employees I've dealt with the internet wasn't worth what they were charging.
Would I recommend virgin? No. Absolutely not. You may have a better or worse experience than me but from what I know of four years, I wouldn't recommend them.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand your concerns regarding both the broadband service and the support you've received. We're sorry to hear that you felt the speeds you received did not meet your expectations and that weather conditions appeared to have an impact on your connection.
We're also sorry to hear about the difficulties you experienced after moving home. We understand how frustrating it must have been to repeatedly contact us regarding the closure of your account, only to find that the issue remained unresolved and escalated further than it should have. We appreciate the stress and inconvenience that situations involving account closures and debt collection activity can cause.
It's disappointing to hear that your overall experience, both as a customer and after leaving, has left you with such a negative impression of Virgin Media. We recognise that reliable service, accurate account management and effective customer support are all important aspects of the customer experience.
We'd like the opportunity to review the concerns you've raised regarding your account closure and the service you've received. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4ypWX8z
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Miss sold me a broadband package
I was miss sold a Virgin , Media Broadband package 9 months ago And it's been bothering me for some time So basically, the Phone handler said to me If I spend £5 more Per month on a package, I could get the Wi-Fi boosters And never said anything about my Wi-Fi needing to be a certain speed to receive the boosters and Said different rules about getting one Each time I rang which I have the phone call as proof and I only managed to get 2 which was extremely difficult to get them and was told different rules each time I requested one by the handler I already have complained and haven’t listened to a word I said  complaint reference C-0907262380 
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Thomas,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to feel that the package you agreed to was not explained clearly and that the information you received about WiFi boosters was inconsistent. We appreciate your concerns that you were advised a higher-priced package would enable you to receive WiFi Pods, only to later be given different eligibility criteria and requirements when you tried to request them.
We're also sorry to hear that you've had to contact us multiple times and received differing information from different advisers. We understand how disappointing this can be, especially when you've kept records of the conversations and have already raised a complaint but feel that your concerns have not been properly addressed.
We'd like the opportunity to review the issues you've raised. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4hn8RtM
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Absolute rubbish service.
Absolute rubbish service.
Can't get through to speak to anyone, directions on the myvirginmedia website are impossible to navigate or the page crashes. Shoddy work, no proper socket installed, wire tucked behind a blank fascia. Engineers not turning up on time (Car breakdown my arse).
Inaccurate information recorded. Claim I have 3 wifi pods (actually 2 don't work and I have tried returning them but NO response to my email). Frustrating being passed around departments when you eventually get through to customer services! Virgin make it difficult to end contract. Telephone operatives only interested in sales and encouraging customers to upgrade package.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Kat,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when you're unable to get the support you need, particularly when you're experiencing issues with your services and account. We're sorry to hear about the difficulties you've encountered navigating My Virgin Media, the website crashes you've experienced, and the challenges you've faced trying to contact our teams.
We're also sorry to hear about your concerns regarding the installation work, engineer appointments, and the information recorded on your account. We appreciate how disappointing it can be when equipment isn't working as expected and when attempts to return it or seek assistance appear to go unanswered.
In addition, we understand your frustration at being transferred between departments and feeling that your concerns regarding your existing services weren't addressed effectively.
We'd like the opportunity to review the issues you've raised and investigate your concerns further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4wMAUYj
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
No Customer communications
My contract is coming to an end on the 16 September 2026 I am required to give 30 day notice. Their letter inform me that they are auto renewing my contract at a higher rate.
I have tried to contact Virgin Media on the chat line and get cut off when I state that I wish to cancel. Their telephone line 0345 454 1111 goes dead.
I have had little problem with the broadband or TV just do not like the new price. How do I go forward advice please?
15 July 2026
Unprompted review
Reply from Virgin Media
Hi Roro,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when your contract is approaching its end date and you're trying to discuss your options, only to experience difficulties contacting us. We also appreciate your concerns regarding the price increase and your efforts to use both our chat and telephone support channels.
We're pleased to hear that you've generally been satisfied with your broadband and TV services. However, we understand that value for money is an important factor when deciding whether to continue with a package, and we're sorry to hear that your recent experience has left you feeling disappointed.
We'd like the opportunity to discuss your account and review the concerns you've raised. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RiKLpt
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
A very well knowledged young man who…
A very well knowledged young man who had good knowledge of both your old and new phone line systems. He had a tricky situation but was very eager to get our problem solved and worked diligently until he finally achieved our request. He was very professional and well mannered too. To be fair had he not gone the extra mile or gave in, we would have been looking to leave virgin media but he is a credit to your company and I hope this praise and commendable feedback reaches his Seniors. Installation date: 14.07.26.
17.40pm
Customer name: Y.Shah
BD5 9DU
Engineer name: Naeem or Naim
14 July 2026
Unprompted review
Reply from Virgin Media
Hi Yaz,
Thank you for taking the time to leave this review.
We're delighted to hear about the positive experience you had with our engineer. It's great to know that, despite a tricky situation, Naeem took the time to fully understand the issue, demonstrated a strong knowledge of both the old and new phone line systems, and remained committed to finding a solution.
We're especially pleased to hear that he went the extra mile to resolve your request and that his professionalism, determination and courteous manner made such a positive impression. Feedback like this is incredibly valuable, and it's wonderful to know that his efforts helped restore your confidence in Virgin Media.
We'll be sure to pass your kind comments on to Naeem and the relevant management team, as recognition like this means a great deal to our engineers and the wider business.
Thank you again for sharing your experience and for choosing Virgin Media.
Poor service my 93 year old grandad…
Poor service my 93 year old grandad took out tv package yet the salesman had to add on a SIM card package which my grandad was not aware of and never received and as just had a 02 service charge bill for £408.88 even though he never authorized a SIM card disgraceful and con on a OAP you have caused him no end of stress and worry hope yo gin has a company his proud of your staff ripping off vulnerable people for their own personal gains and targets my grandad never authorized or agreed or signed up to this deal yet your staff think it’s acceptable to do after the phone call this is fraud and hopefully you have the decency to sort out and get this squashed and has a good will gesture give him so free months tv or compensation for the stress and worry and sleepless nights of a vunrable 93 old man
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Steve, thank you for taking the time to leave a review.
We're very sorry to hear about the distress and worry this situation has caused your grandad, particularly given the circumstances described. This is certainly not the experience we want anyone to have, and please rest assured we take this seriously.
We'd really like to help get this resolved. Can you please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4fDK8Af
Facebook: https://bit.ly/3TCJ6fc
Terrible
I rarely leave negative reviews, but my experience with Virgin Media has been so frustrating that I feel it's important to share it.
From November 2025 through to May 2026, Virgin Media overcharged me every single month. I raised the issue on several occasions, yet nothing was done to resolve it. Despite repeatedly pointing out the billing errors, I continued to be charged the wrong amount and had to spend countless hours chasing them.
When I eventually left Virgin Media, things only got worse. I provided my new address so they could send me the returns packaging for the router. Instead, they sent it to my old address, which I had already moved out of. This happened despite me specifically updating my address with them.
The refund process was equally poor. I didn't receive my refund for the overpayments until the end of June 2026, and that only happened after I chased them multiple times. There was no proactive communication or urgency on their part.
It's now July, and despite numerous promises, I still haven't received the returns packaging to send the router back. The router has been sitting on my kitchen bench for weeks because Virgin Media simply haven't managed to send the packaging to the correct address.
Customer service has been incredibly frustrating. On one occasion, I couldn't even get through security because Virgin Media insisted my direct debit collection date was different from the actual date. I was literally logged into my online banking while speaking to them, looking at the direct debit, yet they still insisted their information was correct and refused to proceed. It's astonishing that their own records appear to be inaccurate, leaving customers unable to access their own accounts.
To make matters worse, I was told I was due a refund of £266, but I only received £176. That's a £90 deduction. I was advised that £65 would be deducted if the router wasn't returned, so where the extra £25 has gone remains unexplained. Once again, I'm left having to chase Virgin Media for money that should have been refunded correctly in the first place.
Overall, this has been one of the worst customer service experiences I've had. Constant overcharging, repeated billing errors, poor communication, incorrect customer records, delays in issuing refunds, and an inability to send a simple returns package to the correct address have turned what should have been a straightforward broadband service into months of unnecessary stress.
As a result of this experience, I have also decided to move my business account away from Virgin Media. After the way I've been treated as a residential customer, I have no confidence in trusting them with my business services.
I cannot recommend Virgin Media based on my experience, and I sincerely hope they improve both their billing systems and customer service.
15 July 2026
Unprompted review
Reply from Virgin Media
Hi Adam,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must have been to be overcharged repeatedly over a prolonged period, particularly after raising the issue on multiple occasions without seeing a resolution. We appreciate the time and effort you've invested in repeatedly chasing corrections, and we're sorry to hear that this became an ongoing source of stress throughout your time with us.
We're also sorry to hear about the difficulties you experienced after leaving Virgin Media. We understand how frustrating it would be to provide your new address for equipment returns, only for packaging to be sent to your previous address and for the issue to remain unresolved despite multiple contacts. We can appreciate why this would be particularly concerning when equipment return charges may be applied.
In addition, we're sorry to hear about your concerns regarding the refund process. Delays in receiving money owed, uncertainty around deductions, and having to repeatedly chase updates are not the experience we want our customers to have. We also understand your frustration regarding the security checks you described and the difficulties accessing support when the information being discussed did not appear to match your own records.
We recognise the impact that a combination of billing concerns, account administration issues, refund delays and communication problems can have, and we're sorry that these experiences have left you with such a negative impression of Virgin Media. It's particularly disappointing to hear that your experience as a residential customer has influenced your decision to move your business services elsewhere as well.
We'd like the opportunity to review the concerns you've raised regarding your billing, refund, equipment return process and account records. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4ys08g0
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
WORST CUSTOMER SERVICE IMAGINABLE
FINAL UPDATE, Friday 1835: I hoped VM would call me, to salvage the wreck, but no, nobody called. Some major process failures and disconnects - sometimes you've just got to have a quick person-to-person conversation to put things right. All I wanted was to rearrange the installation, but no more.
UPDATE, Friday midday: So, I rang Pre-Installation Cancellation Team and I can't speak to anyone because they are still asking for 3 letters from my security word for an account I do not have. I despair!
PLEASE CANCEL THE INSTALLATION
UPDATE, Friday 1030. This from VM, I've got to call them!
"We understand your concern. However, as your query relates to an installation order on your account, we kindly request that you get in touch with our Pre-Installation team, as they'll be best placed to assist you further.
Please call our Pre-Installation Cancellation Team on 0800 052 1734. The team is available Monday to Friday, 8:00 AM to 8:00 PM, and Saturday and Sunday, 9:00 AM to 5:00 PM."
UPDATE, Friday 1020 - I am currently stuck in a security check with VM, as they cannot clear my security until I confirm characters from my memorable word, for an account which I do not have! All they need to do is rearrange the installation. They know who I am and where I am. They know what needs sorting out, and this crazy online security check is driving me nuts! Try calling me, you have my mobile number.
UPDATE, Thursday 1655 - I have Facebook messaged you, Virgin Media
Placed an order for broadband on 29 June for installation on 15 July. I have had no confirmation of the installation date as informed, it is proving impossible to talk to anyone or contact them at all, and they haven't turned up. I'll leave you to draw your own conclusions! Massively disappointing.
15 July 2026
Unprompted review
Reply from Virgin Media
Hi Mr Alexander,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it must be to place an order for broadband, be given an installation date, and then receive no confirmation or updates regarding the appointment. We can also appreciate how frustrating it would be to spend time trying to contact us for information, only to find it difficult to get through to the right team.
We're sorry to hear that the installation date has passed without the installation taking place and without the communication you were expecting. We understand why this has left you feeling disappointed, particularly as a new customer looking forward to getting connected.
We'd like the opportunity to review your order and investigate what has happened with your installation. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fEpjEL
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Review for Artur (Engineer ID 13401)
Review for Artur (Engineer ID 13401)
I would like to express my sincere thanks to Artur (Engineer ID 13401) for the outstanding service he provided.
Artur was not only professional and knowledgeable, but he was also incredibly kind, patient and compassionate during his visit. He took the time to listen to my concerns, explained everything clearly and made sure I understood what he was doing.
As a vulnerable customer, his kindness meant far more than he probably realised. He made me feel listened to, supported and reassured at a time when I was feeling very distressed. He went above and beyond by ensuring I had the right equipment, providing me with a replacement hub, arranging an emergency landline phone and making sure I knew how to get help if I experienced any future problems. He also gave me his work contact details so that if I experienced any issues, he could contact his manager for further advice and support.
What meant the most to me was that Artur treated me with genuine kindness, dignity and respect. He made me feel that I mattered, and that I wasn't facing everything on my own. His compassion and professionalism made a difficult day much easier for me.
Artur is a real credit to Virgin Media, and I hope he receives the recognition he truly deserves. Please pass on my heartfelt thanks and let him know how much I appreciated everything he did for me.
Thank you again, Artur.
***Review for Virgin Media Field Engineer Artur (Engineer ID 13401).***
15 July 2026
Unprompted review
Great price.
Recently renewed my package and got a very competitive deal. Happy customer.
John P.
15 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
Thank you for taking the time to leave a review.
We're delighted to hear that you've recently renewed your package and secured a deal you're happy with. It's great to know that you found the package competitive and that your renewal experience met your expectations.
We're pleased to have been able to provide a package that offers good value for your needs, and we appreciate you choosing to continue your services with Virgin Media.
Thank you again for your feedback and for being a valued customer.
Wasted hours on the phone - crap service
The amount of hours I've spent on the phone trying to fix their crappy service is baffling. Although their front-line agents are usually lovely and very polite, their managers are lazy and NEVER call back when a complaint is escalated and I mean never. Services down, severely dropped speeds, outage in the area - it's just constant issues with this company yet I have no choice to use them as there is no BT line in the area so cable it's the only option I have living where I am. If internet is down for over a week they offer very little in compensation, usually takes me multiple calls to actually get some sort of result from them and even their engineers don't even turn up when one is booked, without notice. So forget taking a day off work to be available all day, they won't show and you'll be offered nothing for it. But you bet they will charge you that £25 if they do turn up and you're not in, based on their terms and conditions.
Overall: Awful company, crappy service, high price. Basically no benefit other than internet... sometimes.
28 June 2026
Unprompted review
Reply from Virgin Media
Hi Ben,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must be to spend significant amounts of time contacting us to resolve recurring service issues. While we're pleased to hear that you've found our frontline advisers polite and helpful, we're sorry to hear that you've been left disappointed with the handling of escalated complaints and that promised callbacks have not met your expectations.
We're also sorry to hear about the repeated broadband problems you've described, including service outages, reduced speeds and ongoing network issues. We appreciate the impact this can have, particularly when you rely on your connection and have limited alternative options available in your area.
In addition, we understand how frustrating it is to arrange time around an engineer appointment, only for the visit not to take place as expected. We appreciate the inconvenience this can cause, especially when it affects work and other commitments.
We recognise that the combination of service issues, time spent seeking support and concerns around compensation has left you with a very negative impression of Virgin Media, and we're sorry that your experience has fallen short of expectations.
We'd like the opportunity to review the concerns you've raised and investigate this further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RFFZmb
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
If I could give zero I would.
If I could give zero I would.
Constant broadband outages - impossible to work from home.
App chat feature doesn't work.
When telephone on hold for lengthy periods - when eventually speak with someone - then put on hold again.
Locked into a contract where they are enabled to provide a useless service but I can not get out of it.
Almost on a weekly basis have problems with broadband and TV subscription not working.
Told outage in area, but why is it happening so regularly?
I've tried 3 times today to deal with issue - currently on hold on and off for 70 minutes after speaking with someone in 'customer care'.
14 July 2026
Unprompted review
Reply from Virgin Media
Hi Mark and thank you for taking the time to share your feedback. We're very sorry to hear about the repeated issues you've experienced with your broadband and TV services, as well as the difficulty you've faced when trying to contact us for support.
We understand how frustrating ongoing outages and long wait times can be, particularly when you rely on your broadband to work from home. This is not the experience we want for our customers, and we appreciate the impact this has had on you.
We'd like the opportunity to look into these concerns further and review what's been happening in your area and on your account. Please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4bsYMYB
Facebook: https://bit.ly/4aXA4iR
Virgin Media Broadband is awful
Virgin Media Broadband is awful in many pockets of Surrey, and the £5 monthly O2 charge is ridiculously expensive. And when broadband goes down, it's generally for many hours - sometimes all day - and there's never an explanation as to why, nor an accurate forecast of how long it'll be down. Avoid.
15 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to share your feedback Julian. We're sorry to hear that your experience with our broadband service hasn't met your expectations. We understand how frustrating it can be when service interruptions occur and appreciate your concerns regarding service costs and the impact extended outages can have on your day-to-day activities.
We'd like the opportunity to investigate your concerns further and review the issues you've experienced. Please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4ffeIPk
Facebook: https://bit.ly/4fg92Vn
It is deeply disappointing to see such…
It is deeply disappointing to see such a large company treating its customers so poorly, with no apparent action taken to protect them. We pay a significant amount, yet receive a very poor service. I have also been overcharged, and despite paying my bills on time, I am hit with a missing payment penalty every month, for a service that barely functions. There have been ongoing outages, and we are now told it has been two months without usable internet for work or even basic browsing, all for what they call 'fibre broadband.' What is really going on in this country? Private companies seem to be allowed to exploit consumers with impunity, and no one lifts a finger
15 July 2026
Unprompted review
Reply from Virgin Media
Hi Karim,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating and disappointing it must be to feel that you're not receiving the level of service you're paying for. We also appreciate your concerns regarding ongoing service outages, broadband performance, and the impact that a lack of reliable connectivity can have on both work and everyday activities.
We appreciate the strength of feeling expressed in your review and recognise the impact that prolonged service issues and billing concerns can have on our customers.
We'd like the opportunity to review your account and investigate the issues you've raised. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RzYw3m
X: @virginmedia
1.5 Months' Notice, 10+ Hours on Hold, and Still Failed a Simple Home Move
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 new 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.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Bholanath,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating it must have been to give significant notice of your home move, particularly when both properties were already served by Virgin Media, only to encounter a series of issues with the transfer of your services. We can appreciate why being disconnected earlier than expected, receiving conflicting information about your equipment, and experiencing delays with the delivery of your new router would have left you feeling disappointed and let down.
We're also sorry to hear about the amount of time you've had to spend trying to resolve these issues and subsequently arrange the cancellation of your services. We understand how frustrating it can be when you're moving home and expect a straightforward transfer process, only to encounter repeated difficulties and feel that your concerns are not being addressed effectively.
We recognise the impact that service disruptions can have, particularly when they affect both your personal and working life, and we're sorry that your experience has left you with such a negative impression of Virgin Media.
We'd like the opportunity to review the concerns you've raised regarding your home move, equipment delivery, and cancellation experience. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3T56bHh
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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