Virgin Media Reviews 

We were Telewest Broadband then Virgin media customers for many years, we decided to move suppliers due to very significant price rises, especially mid-contract. It was very hard to leave the contract, the customer services agent was unhelpful and unpleasant. They lied to state that "all broadband companies are forced to increase their prices mid-contract" after i had explained how with our new provider via City Fibre there were going to be no mid-contract price rises. Two years later we've not had a mid-contract price rise, in fact after 1 year our price went down when we changed to an ever faster connection

what a scamming company, signed up for 1Gbit full fiber 24 months contract starting at £25, after a year paying double, for the same service...
Once decided to switch to other company at the end of my contract they charge another £43 on top of last bill...
AVOID, I recommend Vodafone instead!

I have never left a review before but the customer service at Virgin Media is absolutely awful. Agents promising things and documents that the next agent will tell you don’t even exist or they aren’t able to provide. Calling the customer service provides more stress and further issues than reassurance. The app is great until it stops working and showing your bills incorrectly - I have called the customer service twice about this and nothing has been resolved.

It’s an absolute nightmare

Scamming company need their licence revoked.

Absolutely terrible. Please save yourself hours of pain and frustration and don't go anywhere near this company. We switched to EE and it's such a relief.

I have been a virgin media customer in my current location for 17 years. I have renewed my contract a number of times - it always feels like a battle of wits to try to secure the best deal. This year, I had messages in the app saying I was out of contract and did I want to review my offer. I went through the process, it was a good deal and I received my pre-contract paperwork. After two weeks and no further comms but notifications I was still out of contract, I went through the same process again. After a further delay I called customer services to be told by the first person there was nothing in the system. I argued that I had received a document, they couldn’t help so my call was escalated. The next person said they could see the order in the system but said sometimes they can take 14 days to process. She said she’d see if she could match it but came back with a figure that was even higher than my current out of contract rate. I ended the call frustrated. I have now switched to Sky.

This organisation uses 24 month contracts and punitive costings out of contract.

The help lines take over 30 minutes to answer.
The chat bots use dark patterns to ensure you don't use them to get fixes and just hope it will get better.

The service itself usually works but is often unreliable.

The business appears to treat its customers as sources of money to be used and abused. They absolutely do not care about us as people.

I do not trust this brand at all. I would NEVER recommend them at all

Virgin Media has been fined £28m by the UK telecoms watchdog for repeatedly preventing customers from cancelling their contracts over a near-three-year period.

Ofcom discovered that Virgin Media “likely mishandled” millions of phone calls between the start of 2022 and autumn 2024, with deliberate call-dropping tactics, unnecessary call transfers and putting customers on hold for “no reason”.

this is exactly what happened to me! I see you have 6 months to contact me properly Virgin, here I am waiting for my review of exactly this, with my current contract now being reviewed properly. I even put a note on here and you gave me a vacuous empty platitude.

thank you

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' when nothing had been done !! Thankfully still in 14 day cooling is they will be getting binned asap and I'll be looking elsewhere

Bravo to Ofcom for finally catching up with this disgusting company.

£37m fine for deliberate call dropping, unnecessary transfers and putting customers on hold purely to avoid their obligations to allow customers to switch, and actively rewarding their agents to act in this way.

Its hard to overstate the anguish you feel as a customer where you queue for an hour and are bounced from one department to another and then deliberately cut off. Something I have experienced with virgin media many times. Any dealings with them are preceded with deep sense of dread.

Most of us that are customers know that virgin media has been acting with this complete impunity and disregard for their customers for years. It’s hugely gratifying to finally see action taken even though this should have come many years sooner.

For me personally, openreach was finally put into my street this year, so my years of abuse at the hands of a virgin media fast broadband monopoly finally come to and end when my contract expires. I can’t wait to tell them to stick it.

This is a completely garbage company. I cannot access my account. It's been blocked, I have no idea why. I cannot contact anybody there by any means. There is an AI fire wall that is impossible to get through, anytime, anyday, whrher by phone or other means. My Name is Mark Stableford and I have an account with you that is completely up to date, but you have blocked access to my account. It is dangerous to give out my name on a public site like this but what else can I do? why have you blocked access to my account???????????

​I am writing this review to warn potential customers. I booked a Virgin Media installation a full month in advance for June 29, hoping for a seamless service setup. Instead, I was met with complete incompetence.

​Without any notification, my installation date was unilaterally moved to July 10. When I called to understand what was happening, I was promised a callback to resolve the issue. That call never came. To my disbelief, the date was pushed back a second time, all the way to the end of August.

​For an entire week, I called daily to fix this. Every single interaction resulted in the same hollow script: "Someone will call you back within 24 hours". I never received a single return call.

​I have never experienced such a horrible purchasing process in my life. It is clear that Virgin Media does not value their customers' time or business, and they have no intention of holding up their end of a service agreement. I have cancelled my order and will be avoiding this company entirely. Save yourself the stress and choose a provider that actually communicates.

This broadband is soo rubbish they are absolute liars saying in the contact to be guaranteed a certain speed but can’t even keep some devices connected to the internet always buffering never getting the promised speed takes ages to send and upload something no one get this heinous company utter rubbish company

Everything was straightforward and easy to set up, had it working within about 5 minutes - the only problem was the ethernet cable was too short, so there is currently a cable dangling across a doorway until I can get a cable of the correct length - pity you don't get an option of specifying a length between your router and your TV unit.

The worst internet provider ever . Daily interruptions of a few hours for a month. Half of the world cup matches were watched on the phone because the TV didn't work. How can this be possible?
N4 1EY Harringay
I'll contact you and what? Will you turn back the time ?Or will you give some miserable compensation?

I have just been told by Virgin Media that they no longer send bills or contact you at all to show what they are charging for...they just take your money via the direct debit. This is illegal trading! I logged into my Virgin Media account, can not view bills at all, noticed that they had just taken more money than they should and there was no way to check what they had charged for. I just cant believe that a once really good company has deteriorated so badly. I was told by a manager, that I would be better off to cancel my direct debit and ring them every month to see what they were going to charge?! What? Have they lost their senses? So much for being a long standing and loyal customer! My contract runs out soon, thank goodness!

SHOULD be zero or minus stars !!!!
What a shit company Virgin now are ?
Can you believe that after being loyal to them for around 15/16 years , they tripled my bill , I called several times over a few hours trying to negotiate, complete waste of my valuable time , hours down the drain , new customers get the same package a fiver cheaper than loyal customers, they offered to double my bill instead of triple ,,I still said that’s unfair , so I moved ( which was so easy to do ) to BT , only took a few minutes , I got a faster speed for same original virgin cost , but after I left today the delightful ( NOT ) Gillian from Sheffield virgin called to say now I’d left for BT she could look at doing a better deal , when I said too late she very rudely slammed the phone down on me lol , where do Virgin find these staff ? Do not ever try Virgin ! They really treat you like shit 💩!
Be Warned! ⛔️ ‼️ ⚠️ Virgin are 💩 with a 🍒 on top !

Wouldn't let me reduce my speed, as at last renewal they increased speed for free (wasn't needed, but accepted), but now my only renewal is absurdly and unnecessarily high. Leaving. Wouldve stayed if I could reduce speed at an ok price.

EDIT:
As suggested I've called (again). The renewal price is higher than previously stated. To downgrade speed is actually more expensive...

Not surprised Virgin Media have been landed with a £28m bill from Ofcom.

On the 1st of July I added an O2 sim card to my wife's and my contract with Virgin Media. After that, nothing at all happened, aside from an acknowledgement email to my ntlworld.com email address (I have been with NTL/Virgin for 26 Years).

I tried to talk to someone yesterday and got nowhere and then received this below email and the GoogleMail account I use to log on to the Virgin Media website.

"Thanks for contacting Virgin Media about getting some of our services. It's great to hear you're thinking of joining us!

We'd like to talk to you to as it appears that some information that we need to process your order was missing. This will help us take the next steps towards getting signed up, so just call our team on 0845 650 4500.

As we need to look further into the details of your order before we can go ahead with your install, any pre-payment that you have made online will not be processed until your install date has been confirmed.

We're looking forward to hearing from you!

Kind regards,
The Virgin Media team"

First of all, I tried to ring the listed number 0845 650 4500, All I got from that was a message saying the number is no longer in use and to go online to either Virgin Media or O2.

I talked to the first bot and got nowhere trying to explain what was happening. I asked to speak to an agent. By which I meant a person, what I got was a smarter AI. It told me it understood my frustration and said all the things designed to deescalate that only irritate me more when I have a valid reason for concern.

The phone numbers I was then given by the AI didn't work either. One kept on immediately disconnecting and the other looped around a series of message and wouldn't let me talk to a person.

I went back to the AI and logged a complaint. I received a call about 90 minutes ago from the VM complaints team. He said I needed to speak to someone from O2. He then transferred my call to someone on his team who transferred me to someone in O2.

The O2 person then spoke to me for a while and said I needed to speak to someone in Virgin Media and transferred me yet again. I spoke to lovely lady in the VM team for a few minutes and explained the situation for about the 10th time in the last 2 days. She told me I needed to speak to someone in the O2 team and transferred me back to O2. I spoke to the young man for a few minutes and then the call disconnected.

So far I have spoken to I think 7 people, NONE of whom could help me or find anything useful about the order, despite having the order reference.

If there is additional information required, why wasn't it captured when I placed the order?

Why has it taken almost a week for them to decide something was wrong?

Why is the integration between O2 and VM so poor?

Currently, I have no sim card and no expectation that I will ever be able to get one.

As I said in the title, which is an expression from my youth. "Wouldn't work in an iron lung."

Now I expect to get an AI reply expressing syympathy and I suspect little else of value.

Worth zero stars. Bunch of liars. Told by engineer someone would be out in next 48 hours to do internet (been in new house since 1st June and have been waiting since then). Have now been told nothing can be done until 21st July! 7 weeks since moving in! Don’t trust anything they say!