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
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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
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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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105K reviews
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Virgin Media - Shocking customer service
Here’s the latest example of poor customer service from VM
1. I get a call this afternoon out of the blue from the call centre saying they are calling me because my contract is about to expire and they want to make sure I get all the discounts and don’t get bounced into the standard rate.
2. I am then put on hold for a minute so the call centre person can load up all the information for my account. Why this is not done prior to initiating the call is a mystery but very poor customer service?
3. The call centre person then comes back on the phone and says “I am very sorry, none of the discounts apply”. So why are they interrupting my afternoon.
4. I say I want to open a complaint as calling me out of the blue, interrupting my afternoon and being able to offer nothing constitutes a significant customer error.
5. The call centre person says that I need to call the customer complaint team, she can’t transfer me.
Are you kidding me?
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Richard,
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 an unexpected call regarding the renewal of your contract, only to be told after being placed on hold that no discounts were available to you. We can appreciate why this would feel like a poor customer experience, particularly when the purpose of the call was presented as helping you avoid moving onto standard pricing.
We're also sorry to hear about your concerns regarding the complaints process. We understand how disappointing it can be when you're looking to raise a complaint and feel that you're being directed elsewhere rather than having the matter handled during the same interaction.
We'd like the opportunity to review the concerns you've raised about the contact you received and your overall 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/4f1Ayag
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that this interaction left you feeling disappointed and would welcome the opportunity to look into this further.
ABSOLUTELY APPALLING COMPANY
ABSOLUTELY APPALLING COMPANY. STILL AWAITING REFUND SINCE END OF MAY. CUSTOMER SERVICE ARE RUDE, DO NOT HELP IN ANY WAY. AVOID VIRGIN AT ALL COSTS.
13 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 still be waiting for a refund since the end of May, especially if you've had to contact us multiple times without getting the help or resolution you expected. We also regret hearing that your interactions with our customer service teams have left you feeling disappointed and unsupported.
We'd like the opportunity to review the status of your refund and investigate the concerns you've raised regarding 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/4pkSbVN
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that this experience has left you with such a negative impression and would welcome the opportunity to look into this further.
Excellent customer experience and impressive package for price!
My experience of Virgin Media so far from first contact, installation, package range and reliability has been second to none!
From the first contact we were visited by a local rep named Josh (Co. Durham area) who was really friendly & professional and answered all our questions from switching from Sky (after approx 30 years) which was a big step for us. We were really impressed that Virgin actually offered this service of a home appointment to discuss our needs when so much contact is solely online these days!
Then the speedy installation by engineers Joey & Tom (who was under training with Joey at the time) both local lads, super friendly and professional too and explained everything they needed to do and why, cleaned up any mess and gave a demonstration of the remote & how the TV package worked. They were brilliant.
Then approx 2 months on we are equally impressed with the TV, super fast broadband, landline and O2 mobile deal, which is far superior to the others from previous providers and saved us well over £100 per month! What’s not to love?
11 May 2026
Unprompted review
Reply from Virgin Media
Hi Judith,
Thank you for taking the time to share your feedback.
We're delighted to hear that your experience with Virgin Media has been such a positive one from start to finish. It's great to know that Josh was able to guide you through the process of switching from Sky after around 30 years, answering all your questions and helping make such a significant change feel straightforward and reassuring.
We're also pleased to hear that Joey and Tom provided a professional installation experience. Taking the time to explain the work being carried out, demonstrating the equipment, and ensuring everything was left tidy are all things we strive for, so it's wonderful to hear that they made such a positive impression.
It's especially rewarding to hear that, a couple of months on, you're continuing to enjoy your TV, broadband, landline and O2 services, and that the package is delivering both the performance and value you were looking for.
We'll be sure to pass your kind comments on to Josh, Joey and Tom, as feedback like this is always appreciated and helps recognise the great work our teams do.
Thank you for choosing Virgin Media, and we hope you continue to enjoy your services.
Unbelievably bad install experience
Unbelievably bad install experience. Unfortunately Virgin are the only provider in my area so I had no choice but to go with them. My install was delayed by 2 weeks leaving me with no internet, I then booked a day off for the new install date due between 1-6pm. I then on the day of install received a call to say they would then be there between 6-7 so I used a days holiday for nothing. I then tried to complain via live chat and was told that the wait time is 207 minutes and all agents would have finished for the day so to contact them tomorrow.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Oliver,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must have been to experience delays to your installation, particularly when this left you without an internet connection for longer than expected. We also appreciate how disappointing it would be to book a day off work for an installation appointment, only to have the timeslot changed on the day itself, resulting in unnecessary inconvenience.
In addition, we're sorry to hear about the difficulties you encountered when trying to raise your concerns through live chat. Long wait times can be frustrating, especially when you're already dealing with delays and are looking for support or answers.
We'd like the opportunity to review what happened with your installation and the experience you've described. 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/4voV1KV
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that your installation journey has not met your expectations and would welcome the opportunity to investigate this further.
My Virgin Media App Hopeless
I am still unable to access theMyVirginMedia app. I have my new router but this stool does not let me sign in. I add m extremely frustrated.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Kenny,
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 your new router but still be unable to access the My Virgin Media app. Being unable to sign in and manage your account, particularly when you're trying to get everything set up and working properly, can be extremely disappointing.
We're sorry to hear that this issue has caused you so much frustration. We'd like the opportunity to investigate the problems you're experiencing with app access and help get this resolved for you.
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/4gCVi9n
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback. We're sorry that your experience has left you feeling frustrated and would welcome the opportunity to look into this further.
Daylight robbery
We've been a customer for years. Our latest contract for broadband, landline, and full TV packaging including sports was £80 per month at the beginning of our last contract - now out of contract it's £135 - a 75% increase over the period. Our service went down for three days a few weeks back - no compensation, not even an apology. Just been told that they cannot improve on our current monthly subscription and that to reduce to just broadband and phone would be more expensive due to there not being any 'discounts' available. Truly shocking.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Chris,
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 see a significant increase in your monthly bill after being a loyal customer for many years. We also appreciate your concerns regarding the pricing options you've been offered and the information you've received about changing your package.
In addition, we're sorry to hear about the service outage you experienced a few weeks ago. Being without your broadband, TV and phone services for several days can be frustrating, and we understand why you were disappointed by the experience and the outcome that followed.
We value the loyalty you've shown over the years and are sorry to hear that your recent interactions have left you feeling let down.
We'd like the opportunity to review your account and discuss the concerns you've raised regarding your package, pricing and recent service issues. 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/450XNLz
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that your recent experience has fallen short of your expectations and would welcome the opportunity to look into this further.
Worst Internet Broadband provider in…
Worst Internet Broadband provider in the UK, I had an absolutely nightmare experience with Virgin Media and would strongly advise everyone to stay away. They lock you in with decent speeds during the 14-day cooling-off period, but the moment that window closes, the performance plummets. I was left with horrible, unreliable internet speeds and zero help from their poor customer support team.
To make matters worse, their staff gives out completely contradictory and misleading information:
The Trap: When I decided to cancel at earlytermination, I was hit with hefty early termination penalties.
The Misinformation: During the cancellation process, the customer support representatives explicitly told me that I did not need to return the broadband equipment and could simply dispose of it.
The Penalty: Right after my official disconnection date, I received a demand from Virgin Media to return the equipment or face further charges.
I was completely misled by their own support team, and now I am being penalized for following their directions. Virgin Media offers a subpar product, terrible support, and underhanded exit practices. Save yourself the headache and go with any other provider.
11 July 2026
Unprompted review
Reply from Virgin Media
Hi Gerard,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how disappointing it must be when the service you've received doesn't meet your expectations, particularly when you feel the broadband performance changed after the initial setup period. We also recognise how frustrating it can be when you're seeking support and don't feel that your concerns have been resolved effectively.
We're especially sorry to hear about the confusion you've described regarding the return of equipment following your disconnection. We appreciate how concerning it would be to be advised that equipment did not need to be returned, only to later receive communication advising otherwise. We understand why this has left you feeling frustrated and dissatisfied with your overall experience.
We'd like the opportunity to review the concerns you've raised regarding your service, cancellation experience and the information provided to you about equipment returns. 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/4pjGf6R
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
no conection to virgin media
no conection to virgin media, 2 phone calls,4 live chat, 8 bad feedbck
they all said we will sort it 7 days latter not one bit of help, what a shambles this so called company is roll on end of contract then can go else where. cant believe in this day and age they can get away with this con
8 July 2026
Unprompted review
Reply from Virgin Media
Hi Bill,
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 be without a connection and have to repeatedly contact us for support. After two phone calls, four live chat conversations and multiple attempts to get assistance, it's understandable that you'd feel disappointed if the issue remains unresolved and you've not received the help you were expecting.
We recognise how frustrating it can be when you're repeatedly assured that a problem will be sorted, only to find yourself still waiting for a resolution days later. We appreciate the impact this can have and are sorry to hear that the experience has left you feeling this way.
We'd like the opportunity to review what's happened and investigate the issues you've encountered. 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/3TfEtHS
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Possibly the worst broadband provider…
Possibly the worst broadband provider I’ve ever had.
Monthly bills were upped 2 months after starting my contract. Wi-Fi was weak and patchy so much so that they sent a booster to us (in a fairly small 2 bed house). My closing bill was double my normal amount even though I am only in contract for 3 of the 30 days and have notified them weeks ago that I am leaving them.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Ciara,
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 see your monthly bill increase shortly after starting your contract, particularly when you've also experienced issues with your WiFi coverage. We appreciate that having to use a WiFi booster in a relatively small property would have been frustrating, especially if the connection was still proving unreliable.
We're also sorry to hear about your concerns regarding your final bill. We understand how confusing and concerning it can be to receive a closing bill that appears significantly higher than expected, particularly when you had already provided notice that you would be leaving.
We'd like the opportunity to review the concerns you've raised regarding your service, billing and account closure. 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/4f0lDNt
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin Media are by far the worst…
Virgin Media are by far the worst service provider I have ever had the displeasure of being with.
I opened a contract with them at the start of June. It is now 13th July and my internet box isn’t here because they couldn’t write the correct address.
You cannot speak to an actual human over the phone - a robot says your number isn’t recognised! When in messaging chat, you have to wait an age for a reply from someone who, no offence, has English as a second language.
Overall terrible service - AVOID.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Mason,
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 opened your account at the beginning of June and still be waiting for your equipment to arrive over a month later. Delays caused by address issues can be particularly disappointing when you're eager to get your services up and running.
We're also sorry to hear about the difficulties you've experienced when trying to contact us. We understand how important it is to be able to access support easily and receive timely assistance, especially when you're trying to resolve an issue that's preventing your services from being installed.
We'd like the opportunity to review your order and investigate the concerns you've raised regarding the delivery of your equipment 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/4ypR0sw
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
This review is for customer service lady Megala.
This review is for customer service lady Megala who works for Virgin Media. She is fab. I have left Virgin Media because their price was increasing too much but Megala sorted out my many questions about billing and the transfer so that it was clear what I needed to pay/ what refund was due. It was complicated but she managed to get it sorted. Thanks to Megala.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Rowena,
Thank you for taking the time to leave this review.
While we're sorry to hear that you decided to leave Virgin Media due to the increasing cost of your package, we're delighted to hear that Megala was able to provide such excellent support during your account closure.
It’s great to know that she took the time to answer your questions, explain the billing arrangements clearly, and help you understand any payments and refunds due. We appreciate that account transfers and final billing can sometimes be complex, so it's wonderful to hear that Megala was able to make the process straightforward and resolve your concerns.
We'll be sure to pass your kind feedback on to Megala, as recognition like this means a great deal to our teams and highlights the positive difference that great customer service can make.
Thank you again for your kind words, and we wish you all the best for the future.
Absolutely appalling my broadband went…
Absolutely appalling my broadband went down on Friday 10th July and was told a engineer would fix the issue the following day i waited in all day with no response I rang them back to be told 100 percent it will be Sunday now and again nothing so I rang back on Monday 13th July and was told it will be the 11th August one whole month with no tv etc... and I work from home my job is now on the line and ive recently had major spinal cord surgery and virgin state that im high priority due to my disability wtf Absolutely disgusting if yiur thinking of virgin services I would strongly advise look into alternatives as you would not receive the so called services they advertise
10 July 2026
Unprompted review
Reply from Virgin Media
Hi Brian,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how distressing and frustrating this situation must be, particularly given the impact it's having on both your personal circumstances and your ability to work from home. Being advised that an engineer would attend on multiple occasions, only for those appointments not to materialise, would understandably be very disappointing.
We're also sorry to hear that after initially being told the issue would be resolved quickly, you were subsequently advised that the next available appointment would be almost a month later. We recognise how significant the loss of your broadband and TV services can be, especially when you rely on your connection for work and have additional support needs following major surgery.
We appreciate the strength of feeling in your review and are sorry that your experience has left you feeling let down.
We'd like the opportunity to review your case and investigate the concerns you've raised regarding the delays, communication and 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/4phGsr4
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
The customer service is absolutely the…
The customer service is absolutely the worst I've never ever had a good experience and wouldn't be with them barring they are the only ones can offer me a decent speed! Id give them a zero if I could
Spent two hours on the online chat to finally get the social tariff for 20 a month..... month later guess what it's not been done! Bill is about to go up next month after contact I'll just cancel I'd rather have no internet than deal with these idiots
12 June 2026
Unprompted review
Reply from Virgin Media
Hi Sean,
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 spend hours trying to arrange what you were told had been set up, only to discover a month later that the changes hadn't been applied to your account. We also recognise your concerns regarding the support you've received and the impact this has had on your confidence in our customer service.
We appreciate that rising bills and contract renewals can be a source of concern, particularly when previous requests haven't been actioned as expected. It's disappointing to hear that these issues have left you considering cancelling your services altogether.
We'd like the opportunity to review your account and investigate what happened with the social tariff request. 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/44Z5Fgy
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that your experience has left you feeling this way and would welcome the opportunity to look into this further.
In 24 hours broadband has been down 3…
In 24 hours broadband has been down 3 times, each time for around 30-40 mins. What's worse is that the issue is wider than just my connection, it appears to be a larger local issue.
Would never recommend Virgin media to anyone, don't sign up!!!
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Nige,
We're sorry to hear about your experience and can understand your frustration with the repeated broadband outages.
We appreciate how disruptive it can be when your connection drops. We also understand your concerns that this appears to be affecting the wider local area rather than just your individual connection.
Reliable broadband is essential for work, entertainment and staying connected, so we're sorry to hear that these recurring outages have left you feeling unable to recommend our services.
We'd like the opportunity to investigate this further and review any ongoing issues in your area. 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/3R7LMRo
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you for taking the time to share your feedback. We're sorry that your recent experience has left you feeling this way and would welcome the opportunity to look into this further.
Awful currently seeking legal advice i…
Awful currently seeking legal advice i have had a random address added and debt to my credit report which has completely screwed a lot of things up for me no letter no correspondence at all from these guys. Found out it was a former housemate who somehow managed to change the name to me on the account and now i have a default on my credit rating and a debt which isnt even mine. Of course i have been sat on old for an hour.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Sarah,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We appreciate your concerns regarding the circumstances you've described and understand your frustration at experiencing long wait times while trying to get support and resolve the matter.
We'd like the opportunity to investigate this further and 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/4ph3Xkf
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that your experience has left you feeling this way and would welcome the opportunity to look into this further.
Not the best customer support ever - Updated
Ongoing broadband Issues :-
1. My phone, with the Virgin broadband app keeps saying I'm not at home to do tests, I am.
2. The speed test app says 380 mps but that's not the whole story
Cable from router to TV 1 meter away constantly says it only has a speed of 35 mps and keeps buffering or stopping completely.
3. TV upstairs not cabled buffers and stalls the same as downstairs
4. My computer upstairs, wired, says I'm getting a spotty connection, browser doesn't always load pages on start-up and game disconnects.
5. My phone when I'm in the house cant connect to router and unknown to me was constantly using my mobile data allowance and making me run out.
6. Virgins own website says there's a intermittent signal, been like that for months, nothings changed, maybe worse.
7. All my WIFI connected radiators disconnected as well.
All of these things plus others made me want to contact Virgin support.
The most useless customer support ever, they charge you to phone them, you try to write a complaint on their own site and when you click on the option it gives you a "Bad Request" message, you try chat and it took 2.5 hours, I was on another screen, came back and they disconnected the conversation, they don't want to allow you to complain. My broadband has been rubbish for months, intermittent signals, no improvement and a stone wall if you want to complain about it, just will never renew my contract with Virgin again, massive mistake. If I could give zero stars I would.
Update 1: after 3 hours I now have a appointment for the 16th, which is good and a credit for 1 months fee. The Virgin website still says there is a intermittent signal in my area, but according to the service rep its showing no problems??? I have the screenshot showing me, so no explanation, its been like that for 3 months. The rep I eventually spoke to was very good, understood my issue, apologised for the service encountered and arranged a tech visit in 2 days time. I can give the rep 5/5 for our interaction, but overall the website, call charges, wasted mobile data, 3 hours spent waiting on chat and the lack of a workable ability to raise a complaint online ensures only a 0.5/5 score if that.
Update 2
Engineer arrived, replaced all outside cabling and the internet resumed. Very nice and professional service engineer 10/10, no apparent ongoing problems, though I suspected, time would tell.
Update 3
Back to square one, everything that wasn't wired to the router couldn't connect again, as I said intermittent problem, 2 days since visit and again all my mobile data exhausted on our phones. I contacted Virgin online chat, didn't take 2.5 hours like last time, 15 minutes, the rep was ok he had to follow set procedures to resolve issue, the issue resolved temporarily but that definitely would return, the adviser wanted me to wait 2 days and then report back, no way, wait on the chat mid week 2.5 hours to report a reoccurring problem, I said I'm not doing that and eventually a new router was organised and would be dispatched 3-5 days, we'll see how that turns out.
All in all a bad customer service experience from the outset, unreliable information on Virgins own website, massive inconvenience for a disabled person and definitely feel out of pocket for time spent online hanging around, data wastage and equipment bought, 4.5 hours waiting for engineer to appear, better communication on approximate arrival times would be much better when the itinerary was finally scheduled. As I said before regretting renewing with Virgin ATM and pessimistically thinking that my issues are not yet resolved.
13 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 how frustrating it must have been to deal with ongoing broadband issues for several months while also encountering difficulties when trying to contact us and raise a complaint. Spending significant time waiting on live chat, experiencing a disconnected conversation, and receiving error messages when attempting to submit a complaint online would understandably leave you feeling disappointed and frustrated.
We're also sorry to hear about the intermittent connection issues you've been experiencing. We appreciate how confusing it can be when service updates appear to conflict with information provided by our support teams, particularly when you've been seeing reports of an ongoing issue in your area for some time.
That said, we're pleased to hear that the adviser you eventually spoke with was able to understand your concerns, apologise for your experience, arrange an engineer visit, and apply a credit to your account. We'll be sure to note your positive comments regarding the support you received from them.
We'd like the opportunity to review the wider concerns you've raised regarding the website, complaints process, support experience and service issues. If you'd like us to investigate further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RttD0t
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I was assured by the Virgin rep that my…
I was assured by the Virgin rep that my disconnection from my previous ISP would be handled by them and any charges incurred would not fall on me.
It transpires that Virgin have never contacted my previous provider and I've subsequently been charged for 2 months payments. I spoke to the Virgin rep about this and quite frankly he was as much use as an ashtray on a motorbike.
Further to my initial complaint with my previous provider, I have been told I will be getting a 2 month refund.
Virgin seems to make any attempt to rectify a problem deliberately difficult for the customer. These companies could do with using the KISS principle.
KEEP IT SIMPLE STUPID.
15 May 2026
Unprompted review
Reply from Virgin Media
Hi Jim,
We're sorry to hear about your experience and can understand why this situation would be so frustrating.
We appreciate that you were assured your previous provider would be contacted as part of the switching process and that you wouldn't be left out of pocket. Discovering that your previous ISP wasn't disconnected as expected, resulting in two months of additional charges, would understandably be very disappointing.
We're also sorry to hear that when you contacted us for assistance, you felt your concerns weren't addressed or resolved satisfactorily. We understand how frustrating it can be when you're trying to correct an issue and don't receive the support you expect.
We'd like the opportunity to review what happened and investigate 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/4yjzdTI
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you for taking the time to leave your feedback. We're sorry that your experience has left you feeling let down and would welcome the opportunity to look into this further.
Super slow termination process
Super slow termination process, It took me 2 hours just to get to cancellation option.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Zhafri,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're trying to cancel your services and the process takes significantly longer than expected.
We always aim to make account changes and cancellations as straightforward as possible, so we're sorry to hear that this wasn't the case for you.
We'd like the opportunity to discuss your concerns further and review the experience you've described. 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/44YNPKF
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback. We're sorry that we've fallen short of your expectations and would welcome the opportunity to look into this further.
I have been trying to download my bill…
I have been trying to download my bill , unable to logon i have been trying for 1 hour it is just a joke no customer service , they do not deserve to have licence
13 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
We're sorry to hear about your experience and can understand how frustrating it must be when you're simply trying to access and download your bill but are unable to log in.
We appreciate that spending a significant amount of time attempting to access your account without success can be extremely disappointing, especially when you need information quickly. We also understand your concerns about being unable to get the support you need while trying to resolve the issue.
We'd like the opportunity to help and investigate the login problems you've experienced. Please get in touch with us using one of the contact methods below and we'll be happy to look into this further:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RyahY3
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you for taking the time to share your feedback. We're sorry that your experience has left you feeling this way and would welcome the opportunity to assist further.
No actions for 3 months after order
I ordered fiber installation in May and have been met with multiple delays and I am now looking at an installation date of August. The only time I saw any attempt to install anything was when they sent out the wrong team, even though it had been clearly communicated from the start that there was no fiber cable to the house and that one needed to be installed.
Customer service are also unwilling to communicate over email so I have to do everything over the phone, and it took months for the app to be able to show my order at all because it was just erroring.
13 July 2026
Unprompted review
Reply from Virgin Media
Hi Ole,
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 place an order in May and then face multiple delays, only to be given an installation date several months later. We also appreciate your concerns regarding the installation process, particularly when it had been made clear from the outset that a new fibre cable was required, yet the wrong team was initially sent to attend.
In addition, we recognise how disappointing it can be when you're unable to manage your order easily through the app and experience ongoing errors, as well as having limited options for communicating with our teams. We understand that these issues can make an already frustrating situation even more difficult.
We'd like the opportunity to review your order and the concerns you've raised regarding the delays, communication, and installation process. 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/3R9v0kS
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for sharing your feedback. We're sorry that your installation journey has not met your expectations and would welcome the opportunity to look into this further.
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