Services only been installed a week and still not got all the package I'm paying for. Ignored 3 complaints and received the most frustrating message 'Oh that's your complaint resolved how did we do' w... See more
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What is going on ? Noticed a problem with our tv service initially on programmes we had recorded that was wednesday 8th latest on thought nothing of it.then on the 9th noticed on live tv it was black... See more
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If I could give 1 star I would Bad company Paid 30 pound for an engineer to set it all up, have no home phone connected I have been with virgin media 24 hours, bad move, i hate it already, no cus... See more
Company replied
The Ai answering service is absolutely useless and hangs up because it times out trying to understand what you're saying.. the "if you want this press this" is all messed up... eventually when I got t... 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
Bad
105K reviews
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Oh my goodness here we go again
Oh my goodness here we go again. Received an email on 6th June to say our broadband would stay the same price until August 2027 and no need to get in contact with them. Then Received a text message today to say I needed to contact them on number provided. Called and was dealt with a person who kept telling me I couldn't renew my contract for 12 months, I had to commit to a 24 month contract. For goodness sake Virgin ilfet your act together. I'm going with an alternative reliable provider at an amazing different price. Absolutely dreadful customer service. You need to sort your telephone customer service out, SOONER rather than later. You will continue losing customers. Installation was a nightmare and renewal even Worse
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Gabrielle,
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 receive communication advising that no action was required regarding your package, only to then be contacted and told something different. We can appreciate why receiving conflicting information about your contract and renewal options would leave you feeling confused and disappointed.
We're also sorry to hear about your experience with the renewal process and that your previous installation journey did not meet your expectations. We understand how important clear communication and consistent information are, particularly when discussing contract options and pricing.
It's disappointing to hear that these experiences have led you to decide to move to another provider after being a Virgin Media customer.
We'd like the opportunity to review the concerns you've raised regarding the communications you received and your renewal 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/4f8wF3n
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
The gent that fitted my WiFi so so…
The gent that fitted my WiFi so so friendly and polite. He was so quick and efficient with getting everything sorted and even cleaned up after himself. We had a good chat about how I’ve just moved in and I explained I had everything sorted barring my washer installation so he kindly went the extra mile and hooked it all up for me - he’s an asset to the company
14 July 2026
Unprompted review
Reply from Virgin Media
Hi Jessica,
Thank you for taking the time to leave this review.
We're delighted to hear that you had such a positive experience with your installation. It's great to know that the engineer was friendly, polite and efficient, making sure everything was set up quickly and leaving everything tidy afterwards.
We're especially pleased to hear that he went above and beyond by helping with your washing machine installation while discussing your recent move. It's always wonderful to hear when our engineers make a real difference for customers, and it sounds like he truly went the extra mile.
We'll be sure to pass your kind feedback on to the relevant team, as recognition like this is always appreciated.
Thank you again for sharing your experience and for choosing Virgin Media.
Money vampires
A company who believes loyalty is to be exploited rather than rewarded. I’m sick of hidden discounts, constant mid-contract price hikes, paying twice as much as new customers, having to renegotiate again and again spending tons of my time… goodbye!
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Greg,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand your frustration regarding pricing, contract discounts and the effort involved in reviewing and renegotiating packages. We appreciate that customers want to feel valued for their loyalty, and we're sorry to hear that your experience has left you feeling disappointed and deciding to leave.
We're sorry that we've not been able to provide the level of value and service you expected.
If you'd like to discuss your concerns further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fkCrxI
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
The worst broadband provider…
The worst broadband provider masquerading as a trusted company. Outsourcing to the Philippines and Indian call centres to save money but lose out greatly on courtesy. Avoid like the plague
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Oz,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand that you're disappointed with the service you've received and that your interactions with our customer support teams have left you with a negative impression of Virgin Media. We know how important it is for customers to receive clear, helpful and courteous support whenever they need assistance.
We'd like the opportunity to understand your concerns in more detail and see if we can help. 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/4w3IIop
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Trying to inform them of scam calls
Trying to inform them of scam calls. Email non existent. Chat closed. Have to wait until tomorrow to try again.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Rajesh,
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 trying to report suspected scam calls and are unable to get through to the appropriate support channels. We appreciate that reporting these calls is important and are sorry to hear that your attempts to contact us were unsuccessful.
If you've received nuisance or scam calls on your Virgin Media home phone, you can find information on the options available to help block and report these calls here:
👉 https://bit.ly/4wTq3vL
If you still need further assistance, 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/44wgiYj
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Shockingly poor broadband
Switched from Sky for broadband as sky was expensive and the signal kept dropping out upstairs in our house.
Virgin is even worse! I am currently sitting right beside our router and it is telling me I am not connected. Impossibility to get hold of anyone to discuss without lengthy waits, im assuming because everyone is calling to complain about the abysmal service! Will be cancelling as soon as our contract is up.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Laura,
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 switch providers in the hope of improving your WiFi coverage, only to find that you're still experiencing connection issues. We can appreciate how frustrating it is when devices struggle to stay connected, especially when you're close to the router.
We're also sorry to hear about the difficulties you've experienced when trying to contact us for support. We understand how important it is to be able to get help quickly when your broadband isn't performing as expected.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker: 👉 https://virg.in/servicechecker
If the issue persists, we'd like the opportunity to 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/4fJLU1R
X: @virginmedia
You can find additional ways to get in touch here: 👉 http://virg.in/contactvm
Wesley prescott came to my mums house…
Wesley prescott came to my mums house reassured here about the streamimg box and how to use very knowledge able and a great assestt to virgin media
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Sundeep,
Thank you for taking the time to leave a review.
We're delighted to hear that Wesley provided such a positive experience when visiting your mum's home. It's great to know that he took the time to explain the Streaming Box, answer any questions, and provide reassurance on how to use the service.
We're especially pleased to hear that Wesley's knowledge, professionalism and support made such a positive impression. Feedback like this is always appreciated, and it's wonderful to know that he represented Virgin Media so well.
We'll be sure to pass your kind comments on to Wesley and his management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Worst customer service ever
Worst customer service ever.
I’ve been a Virgin customer for some 15 years and have experienced some issues and some outages with broadband , also issues with TiVo box , however decided to keep with them as could not be bothered with the hassle of changing. Everyone the contract ( usually 18 Months ) comes to an end I have to prepare myself for endless calls to call centres and sales teams trying to get the same deal that I was on. Every time I have managed to go in to my virgin media account and there has been a renewal offer within there which I have been able to renew with. I am paying £78 per month for my service and do this time around I went in to my offers to see what there was , only to see the same package for actually a few pounds less , but I did not have time on that particular day to click on renew as it takes some time to go through which I did not have that day. Went in to my account a couple of days later and the offer was no longer there , it just said call customer service , which I did , only to be bounced around for hours and then offered £130 per month. When I told them this was not what I was offered they put me through to another team for a better deal only to be given the same price again.
This went on for numerous phone calls so I then decided to cancel the package as they could not fulfil their offer.
I can not understand companies that are prepared to lose customers , as I already have all the boxes and set up , it would have just been a straight swap over. Looking at other reviews on here , I can not understand how they are actually still in business.
Message to Virgin … do not reply with one of your generic replies asking me to call you blah blah , as I have already tried that on many occasions .
Very strange way of business
So …… update after receiving virgins reply to my review , which in all honesty sounded quite promising … decided to get in touch with them through watsapp as they suggested to see if could get resolution , and after chatting to completely useless virtual assistant , was told to call back next day to chat to a human
So the following day got in touch , had to go through virtual assistant for about 40 mins before getting a human agent . Thus agent apologised and said they would rectify problem but after another 30 mins chatting to them they turned out to be sales team that offered me their best deal which was more expensive than was offered the night before !!! Then I asked to speak to a manager who again said he woukd resolve it and after clearing security yet again for ages , did not help out one bit and eventually I ended up back with sales team who offered a worse package than 30 mins before !!!
I am bemused by the whole procedure and can not work out why they would want to lose customers after just being fined millions from ofcom.
I am going to go to if I’m myself and see if they have broken any rules by making an offer and then retracting it
Once again … strange business
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 have been a customer for around 15 years and to feel that renewing your contract has become an increasingly difficult process. We appreciate your concerns regarding the renewal offer you saw in your online account, particularly when it appeared to be available one day and then no longer available when you returned to complete the renewal.
We're also sorry to hear about the amount of time you've spent contacting our teams, only to be offered prices that were significantly different from what you were expecting. We understand why this would be disappointing, especially when you've made repeated attempts to discuss your options and remain with Virgin Media.
We value the loyalty you've shown over the years and recognise how frustrating it must be to feel that staying as an existing customer is more difficult than it should be. It's disappointing to hear that your experience has ultimately led you to cancel your services.
We'd like the opportunity to review the concerns you've raised regarding your renewal 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/3R25Q7M
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Decided to leave Virgin media
Decided to leave Virgin media, due to duplication of TV services. This was fine with an easy cross over including the phone. Had sales said that I could keep the broadband alone I would had stayed, however I had signed up with Sky before this was mentioned. Sent the kit back the next day. Since then I have received numerous threatening messages saying that they would charge me 45 pounds for the kit. 6 weeks later they have charged me. It has taken three long periods of time with eventual phone calls to be told that this would be reversed. Last week with the receipt number was told it was settled. This week charged the 45 pound. Another difficult session eventually getting through. As a ex member it is very difficult to talk to someone. The options on line do not cover this. As a 73 year old this was most distressing and I would not under any circumstances use Virgin Media again. I understand from the papers that they have recently received a large fine for blocking customers form leaving. Taking 45 pounds off them after leaving seems to be current.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Hawker,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're pleased to hear that the initial process of switching your services and transferring your phone line went smoothly. However, we're sorry to hear about the difficulties you've experienced since leaving us, particularly regarding the return of your equipment and the charges that have been applied despite you returning the kit promptly and retaining proof of postage.
We understand how frustrating and distressing it must be to receive repeated communications about equipment charges, spend significant amounts of time trying to contact us, and then find that a charge you were told would be removed has been applied to your account again. We also appreciate how difficult it can be to access support once an account has been closed, especially when you need assistance with an ongoing issue.
We're particularly sorry to hear about the impact this has had on you and that the experience has left you feeling this way after being a customer.
We'd like the opportunity to review the concerns you've raised regarding the returned equipment, the £45 charge, 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/4vvmJWB
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Frustrating…
I've spoken to 4 advisors so far and all have been unable to activate our free Netflix subscription. All have tried the same fix even though I've told them it's not working. Asked for a credit to cover the cost of paying it ourselves separately to be told it can take up to 5 days to arrange this. Only just come back to virgin and already thinking about cancelling. They need different levels of helplines with more tech experience.
10 July 2026
Unprompted review
Reply from Virgin Media
Hi Andy,
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 have contacted us multiple times regarding your Netflix activation, only to find that the issue remains unresolved. After speaking with four advisers and repeatedly trying the same troubleshooting steps without success, it's understandable that you'd be disappointed and concerned, particularly as you've only recently returned to Virgin Media.
We're also sorry to hear about the difficulties you've experienced when seeking a resolution, including your request for a credit while you continue to pay for Netflix separately. We appreciate your feedback regarding the support process and the need for access to more specialised technical assistance when issues cannot be resolved through standard troubleshooting.
We'd like the opportunity to review the concerns you've raised and investigate why your Netflix subscription has not been activated correctly. 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/4pzPlwn
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Worst customer service I've ever…
Worst customer service I've ever experienced. As soon as I had a problem with my broadband, it was quicker to cancel Virgin and wait two weeks for another company to install lines than to deal with their atrocious customer service.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Christopher,
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 experience problems with your broadband and feel that resolving the issue becomes more difficult than it should be. It's particularly disappointing to hear that your experience with our customer service left you feeling that changing provider was the quicker and easier option.
We appreciate how important it is to have reliable support when something goes wrong, and we're sorry that the assistance you received did not meet your expectations.
We'd like the opportunity to review the concerns you've raised and investigate your experience 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/44zNfTy
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Not reliable - appalling service
Good... when it works. If not, (which is frequently) you have no reliable way of understanding when an issue will be fixed. I've had an issue for over a week and everyday they send SMS updates. The updates contain ever changing resolution times and dates, and there will always be one that states the repair will be complete that day... It never is. They will also have info on their website... But this will contradict the SMS alert they send. I tried to complain yesterday, and was left for 30mins on a IM channel.. I couldn't wait any longer.... And there's no callback function... Amazing given it's a telecoms company. The service levels are appalling. If you WFH and/or need a reliable service go elsewhere. Moving supplier means painful rewiring, but theyre forcing me down this route. Please don't respond with 'contact our service centre'... I tried that and don't have that time to wait around endlessly.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Spencer,
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 repeated service issues and then receive conflicting information about when they'll be resolved. We appreciate how disappointing it can be when SMS updates provide changing timescales, particularly when expected resolution dates pass without the issue being fixed. We also understand your concerns when information provided through different channels appears inconsistent.
We're sorry to hear about the difficulties you encountered when trying to raise a complaint. Spending time waiting for support, only to be unable to continue waiting, is understandably frustrating, especially when you're already dealing with an ongoing service issue.
We recognise how important a reliable broadband connection is, particularly for customers who work from home or depend on their service for day-to-day activities. It's disappointing to hear that your experience has left you considering changing provider despite the inconvenience involved.
We'd like the opportunity to review the concerns you've raised regarding the ongoing fault, communications, and support 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/4wQLxJG
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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
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