Virgin Media Reviews 

Today I had amazing service from Linda. I'm moving and renewing at the same time. Not only did Linda manage to get me booked in the day after moving day but the new package she supplied was faster and with add ons for less than I pay now. All sorted in minutes, excellent customer service, thanks Linda

I been a loyal customer for 8 years or so. Only when I left and signed up for someone else for cheaper price have they given me the option for a new customer deal.

I urge anyone to actually leave and sign up with EE and about 11 days before the EE engineer is due to come out to fix your new connection Virgin media will pipe up with some insane offer like £24/month for the fastest speed 1Gig broadband and £25 account credit for messing me around.

I been paying £46/ month for last 4 years or so and about £52/ month 4 years before that.

Now suddenly I'm getting it for £24/ month I feel like £25 account credit is a big kick in the teeth considering I have been overpaying for last 8 years or so.

So i overpaid by about £260/ year for every year I was a loyal customer and now you offer me £25 and a new customer deal. Why wasn't I offered this deal or something similar 6 years ago?

Had an issue with my broadband where the account holder stopped paying bills, so the internet stopped working for our router. We couldn’t get into contact with the account holder at all (flat drama, they won’t speak to us, yadayada, it’s complicated).
I thought it would be a nightmare to solve because we knew that the account holder would never contact us or pick up the phone to virgin media to cancel their account. We learned that we couldn’t open a new account with a new router unless the account holder cancelled the current one.

Angelica from customer service was so so understanding and helpful, and I felt like she fought tooth and nail to get this resolved for us. She pushed through a cancellation of the old account and got a new router shipped to us with next day delivery. We were without WiFi for just over 2 days total, but based on other experiences for other companies, we were worried we would be stuck for weeks or have to switch to another provider.
Very happy with the resolution and was a really nice customer service experience

VIRGIN WIFI HAVE TO BE THE MOST UNHELPFUL, AND CHAOTIC COMPANY WE HAVE EVER DDEALT WITH. KEEP GETTING CUT OFF WHEN TRYING TO CALL AND THE SO CALLED STAFF ARE COMPLETELY USELESS. THIS COMPANY SHOULD NOT BE TRADING AT ALL.

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 customer service, unable to speak or contact anyone, found out yesterday that it is owned by the USA and call centre in bangladesh
don't trust the internet that states its still British and as British call centre. i am virtually in tears here, so frustrated at this useless company
Anyone thinking of going with this vile company, steer clear, pay a bit extra for a better customer service.

Their silly reply is sending me back to the people who gave me such a disgusting service. What a waste of time -
This company is disgusting and today’s conversation was the worst of all (36mins) and still no resolution

I wish I could give this company 0 stars. They are appalling. Its taken 6 years for them to be able to take my email off of my mother main account after leaving home. Now they can do it and it has resulted in me having absolutely no access to my email account. I have been on the phone to them for hours, over a course of days and no one can solve the problem that they caused. I have spent over 30 mins each time just waiting in the queue to speak to someone and it has finally got to the point where I explain what has happened and I get mysteriously cut off and have to start again. I'm fuming.

Virgin media have the worst customer service of any company I have ever dealt with. Online chats waiting on calls, you can never get to speak to a real person. Faulty equipment and no solution. I will definitely be moving provider after this. I really don't know how they survive as a company

Virgin Media fined £28 million pounds from the UK communications regulator.

Reasons included: not letting customer leave by deliberately keeping customers waiting hours on the phone before picking up; unnecessarily passing calls from agent to agent, and telling customer their requested for cancelling WiFi would be done but never actually doing it. All tactics to keep customers trapped in with Virgin Media.

Have they learnt anything? No, still using unethical practices to prevent customers leaving Virgin Media.

Just updated our TV box to Virgin 360. It's a step backwards, maybe a few steps. Have lost lots of features. I can't fathom how the people at Virgin have the cheek to promote this is an improvement.
Now expecting Blockbusters to come on and the Clangers to reappear. Will be looking for another provider.

I've just seen the reply from Virgin.

It's not my inability to get familiar with the new system that is the issue. With it being robbed of decent features that we had in the old system such as the Wishlist feature it was at least very quick to get used to it. I will give you that.

I tell you what happened . Someone at Virgin said our competition have voice control in their systems - we need to have that in ours. So after a few meetings and rounds of sandwiches in front of endless whiteboards , off you went and at the expense of what was a rich raft of nice features on the old system, plunged ahead with the voice control feature .

The 360 system is not an upgrade. It is poor by comparison.

OMG !! This outfit is worse than bad. Avoid huge disappointment by giving them a wide berth. I wasn't that surprised when It was published on the news a few days ago they'd been fined £28 million by the regulator for malpractices and inappropriate behaviour towards customers. Rude, abrupt and completely unprofessional.

Lost phone today. its a relic so may the luck of the week go with it.
called into waterford store at 1640 and informed i lost phone so i need a replacement sim.
Oh no, we only do sales here, youll have to.....
god help me ive tried to ,but i dont have a virgin media account.
Had i gone in to the shop and said, ive lost my phone so ill be needing an up to date samsung , id have walked out a few euros lighter with a new phone and replacement sim.
Its a basic tennant of sales that you have to serve also.
Virgin are racing to the bottom to try and get the crown from eir who still hold the title for the worst customer service in ireland.
Furthermore she told me , you should have it in 24 hours , so she was now making promises for an Post
anyway im currently phoneless. live on my own and have a serious medical condition.
tomorrow morning i will do the following
cancel DD to virgin
buy new handset and sign up with a competitor .
Ive read with some dismay some other reviews.
Looks like virgin are liquidating the goodwill figure off the balance sheet.
Ned coady

This is truly shocking, that a household name were routinely using tactics that would normally be associated with some shady company. Deliberately hanging up on customers, placing on hold for no reason, disgusting. Clearly managers must have been encouraging this totally unacceptable behaviour.

Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said.

The communications regulator said it uncovered tactics including agents deliberately hanging up calls, and customers being put on hold "for no reason".

It said millions of calls from customers were "likely mishandled" over a three-year period which prevented or delayed them from switching to a better broadband, landline or pay-TV deal.

Virgin Media tried to increase my monthly payments from £99 to £115. This was for an inferior package compared to that offered to new customers for around £30 per month. They eventually reduced my monthly charge to £55 when I threatened to cancel. As a customer for almost 30 years I am disgusted by the treatment received.

Virgin Media have exceptionally poor customer service. When you ring them, they send you through endless menu options and then you only hear from automated systems! They despise their customers who they charge an arm and a leg for!

Phoned today, after a 20 minute wait to get through. All was well, they asked for account number, address, name on account - I myself set the account up, but the bill comes from mine and my husbands joint account and the bill is Mr and Mrs. The customer service agent, said “the name on the bill isn’t right, I suggest you check again” - ok, well it is. I told him our first names and surname. Again, I set all the bills up for our home because my husband works silly hours. The only way you’d have my husbands name is from the joint bank account. The customer service agent, refused to take the details provided - to reiterate, I have the bill in front of me (because who has the capacity to remember their account number?), so I can confirm everything. He said that it must be my husband that calls - what in the 1930s! A woman can’t manage a bill in 2026, call the press!! All I wanted was to stop a £1.75 paper bill charge and move to E-Billing because the website sends you round and round and doesn’t work. I asked the customer service agent to just complete the ebilling request or put me through to a manager, instead they decided to continue putting me on mic mute.
So you can’t use the website and the customer service is shocking. Will be leaving the contract early.

Very intermittent broadband service. Used to be fairly reliable but now my whole street has issues with the broadband and TV entering a doom loop of dropping out, reinstating then dropping out again. This is more frustrating that having it not work at all!

Question to Virgin Media - can you recommend a more reliable broadband provider for me?

I've been without internet service for a month and a half. I've had 3 engineers visits and none of them were able to fix it, all of them promised to get back to me the next day and none did. After each of the visits on 8, 15 and 22 June I called and complained and then the next visit was booked. After the one on 22/6 I lodged a complaint and had a response from the Virgin Media Resolutions Team, stating that they scheduled an engineer to come and fix the problem today, 9/7/26 between 08:00 and 13:00, it is now 15:27 and no one has turned up. I've now spent 4 days of my leave to wait for service from Virgin to no affect. I've already tried contacting them with no response. What can I do next?

I have put up with Virgin Media broadband for 18 months, purely as i was stuck in contract.
They were rubbish. Slow, drop-outs, you name it - terrible.
Finally the contract ended and i could leave - YIPPEE!
After I'd left they sent me a survey so i clicked on it intending to vent my spleen.
But they had that covered too, as soon as i gave them one star their survey claimed it had expired,
Might i suggest that this is precisely why i was dissatisfied with their service.
Please note:
Other words are available for "dissatisfied" and "service" but Trustpilot would probably delete my review if i were to use them.

===

updated after reading reply by VM: 20260711

===

Nice of you to reply.
Although you have already done that "we want to help BS" when i gave notice to cancel my contract, i.e. after 17 months of DOING NOTHING and NO IMPROVEMENTS.
Words are easy, why can't you provide actual HELP to improve customers service?
And not after they've already left you - DUH !!

p.s.
i could post the review i did, and your very similar hollow reply after my previous contract with you in 2023 but Trustpilot would delete it.
And pretty much the same in 2019.
During one of "those want to help" occasions it was so bad i needed to send VM an SAR request.