abysmal service, paid extra for better connection and it barely reaches downstairs. no support with install when outlet was in a weird position. they double bill if you don't cancel two months before... See more
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Clearly a cover up fake organization just set up to scam people until the government will eventually have to step in. They grease up politicians and do shady deals to have the monopoly on areas and th... See more
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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... See more
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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 cove... 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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AVOID
AVOID. I have never, ever experienced customer service as bad as Virgin Media. My big concern is when I leave and go back to SKY, (happy to pay extra for great service) how will I be able to talk, communicate my notice to Virgin. Before I became a customer - i received 10-15 calls per day (no joke) to sign the contract, ever since I am unable talk or email anyone / department. Anyone reading this - I am 45 years of age and Virgin media is the worst company I have ever dealt with. Try calling them and ask for complaints - the automated BOT will not recognise complaints and their website has the same generic response for months “whoops we are building a new site” PLEASE AVOID
11 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to share your feedback Gareth. We're sorry to hear that you've been left feeling so disappointed with your experience.
We understand how frustrating it can be when you're trying to get in touch and feel unable to reach the right team, especially when you have concerns or wish to discuss your account. Clear and accessible communication is something customers should be able to rely on, so it's disappointing to hear that this hasn't been your experience.
We appreciate your comments regarding both the sales process and the support you've received since becoming a customer. Feedback like yours is important as it helps highlight areas where improvements may be needed.
If you do have anything that you would like us to take a further look into, then please don't hesitate to reach out to our teams on social media or WhatsApp, and they will be more than happy to help
X https://bit.ly/4bCuLpc
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4aQqJcJ
Making a trap in the contract with the…
Making a trap in the contract with the pay rise and end of promotion period for loyal client to pay extra , almost double the amount just to give the client feeling betrayed and never want to use them again. Make them look great and earn more short term but will never retain client and it is the lost of the company. I will NEVER EVER use virgin media again. The sales are just as cunning as a snack. Sorry to have to use this word
11 August 2025
Unprompted review
Reply from Virgin Media
Thank you for sharing your feedback. We're sorry to hear that you feel disappointed with your recent experience and the way your pricing has changed.
We understand that unexpected increases in monthly costs can be frustrating, particularly when promotional offers come to an end. We never want our customers to feel misled or undervalued, and we're sorry that this has been your perception of the experience.
Your comments regarding contract terms, pricing, and customer loyalty have been noted. Feedback like yours is important as it helps us better understand how our services and communications are being received by our customers.
If you would like our team to review your account for you, we'd be more than happy to if you can reach out to us on one of our social pages or WhatsApp
X https://bit.ly/4eYzuUB
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3R4DycM
This is the third 'review' I've left…
This is the third 'review' I've left regarding Virgin Media - if you're here thinking of buying into one of their contracts - DON'T DO IT. DON'T DO IT. DON'T DO IT. The quality of their product/services/support IS WITHOUT DOUBT, THE WORST I'VE EVER EXPERIENCED AS A CONSUMER HERE IN BRITAIN. I'm sat here now, writing this, instead of watching England v Norway because the internet they expect me to pay for every month - HAS GONE DOWN AGAIN. AS IT DOES MOST HOURS OF MOST DAYS. LOOK AT THEIR SCORE ON HERE 1.5. IT'S 1.5. READ OTHER REVIEWS. I GENUINELY HAVE NO IDEA HOW THEY'RE STILL OPERATING & WHOLLY EXPECT THEM TO GO OUT OF BUSINESS SOON. THEY'RE AN ABSOLUTE SHAM. What they'll do here, in response to this review is ask me to call & discuss the issue. Take it from me, ringing them GETS YOU ABSOLUTELY NOWHERE!!! THEY'RE USELESS FROM TOP TO BOTTOM - USELESS.
11 July 2026
Unprompted review
Reply from Virgin Media
Hi there, thank you for taking the time to leave a review. We're really sorry to hear about the service and experience that you have had - this is not what we like to hear at all.
We know it must be frustrating for your Broadband connection to drop, and we would really like to take a look at this for you further to see what we can do to improve this.
If you could reach out to our team on social media or WhatsApp they will be more than happy to help
X https://bit.ly/3SVXRtn
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fwkmOh
Do NOT get Virgin Media for your home
Do NOT get Virgin Media for your home. After being a paying customer for over 1 year and 3 months, on a random Saturday night, with friends over for the England match, they BLOCK my wifi due to a supposed missed payment in December a year before. I log into their website, check what is my current balance, see that it is ZERO and that nothing is due, and still it says that the service is restricted. No options whatsoever in the website allow me to unblock it. I try calling but they stop working at 6pm on a Saturday night. They say their human chat is on until 10pm. I start a conversation and, despite telling their ridiculous AI bot multiple times that I want to speak to a HUMAN, it doesn't let me. After trying 3 different chats, I am finally to speak to a human, only for the chat to say that it is out of hours when the website clearly states it should work until 10pm. Absolute joke of a company and I've lived in 3rd world countries whose Wi-Fi providers could lecture Virgin Media on basic service. By the way, they keep calling me on my private phone while I'm at work meetings trying to upsell me some stupid WiFi pod or a better plan I don't need. Also, they sign you on a 30 pounds a month deal that suddenly becomes 100 pounds. I am considering pursuing legal options against this scam company.
11 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to share your experience Henrique. We're very sorry to hear about the frustration and inconvenience you've described, particularly having your service restricted unexpectedly while hosting friends and trying to enjoy an important event.
We understand how concerning it must have been to see your services blocked despite your account appearing up to date, and it's disappointing to hear that you were unable to get the support you needed through our online and contact channels when trying to resolve the issue. We also appreciate your concerns regarding contact methods, account communications, and changes to monthly pricing.
We recognise how important a reliable connection is, especially when spending time with family and friends, and we're sorry that your experience has left you feeling let down. Feedback such as yours is invaluable in highlighting where the customer experience can be improved.
If you're able to reach out to our team on social media we'd be more than happy to take a further look into your account to get this all sorted for you.
X https://bit.ly/3QSZTdf
Facebook: https://bit.ly/44qjQes
Renewed my contract without my…
Renewed my contract without my permission for many years since I never remebered when the cotract stared, intimidated me if I tried to leave said you will pay for remaining 10 or so months. When I finally left they drained my whole livelihood out of my bank account. I am still grieved about it, I wondered is this how you earn?
13 March 2026
Unprompted review
Reply from Virgin Media
Thank you for sharing your feedback Tiwonge. We're sorry to hear that your experience has left you feeling upset and dissatisfied.
We understand how important it is for customers to have a clear understanding of their contract terms, renewal dates, and any charges that may apply when making changes to their services. It's disappointing to hear that you felt unclear about your agreement and unsupported when discussing your options.
We also appreciate how concerning it can be to see unexpected payments leave your account, and we're sorry that this situation has caused you distress. We never want our customers to feel that they have been treated unfairly, and we recognise the impact this experience has had on you.
We know you have mentioned you have now left, but if there is anything that you would like us to look into for you our team on social media will be more than happy to do this for you, you can reach out to the team on the following pages:
X https://bit.ly/4peBGLb
Facebook: https://bit.ly/4whGmmh
After having the new fibre box…
After having the new fibre box connected which was just left sitting on the floor. The next thing was the lawn opened up and there wonderful cable popped out. The signal is worse than plus net. Took a month for someone to come and fill and sort it out. Two weeks later it's opened up again. Then there's the first direct debit they took the money then a day later returned it without me knowing why I don't know because there was over £200 in my account. Got changed £7.50 for a late payment and they cancelled the direct debit without me knowing. Don't use virgin media it is crap.
10 June 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review us a review Richard. We're sorry to hear that you've had such a disappointing experience.
We understand your frustration regarding the installation, the condition of the external cabling, and the time it took to resolve the issue. It's also disappointing to hear that you experienced concerns with your service performance after installation and that further work was required shortly afterwards.
Sorry to hear about the confusion surrounding your Direct Debit and the late payment charge. We fully appreciate how frustrating this would have been, especially with a late payment charge being applied.
Our team on social media would like to take a further look into this for you, so we can ensure it is all fixed and correct for you. If you can reach out to the team on one of the following pages then they will be happy to help:
X https://bit.ly/4bG9PxF
Facebook: https://bit.ly/4wva7PS
My experience with Virgin Media has…
My experience with Virgin Media has been extremely disappointing.
I signed up through a doorstep sales agent who made promises that were not honoured. I was clearly told that I could cancel within the 14-day cooling-off period if I was not satisfied. I informed Virgin Media within that period that I wanted to cancel because I already had another internet provider and did not need their service. I also explained that the commitments made by the sales agent had not been fulfilled.
Despite cancelling within the cooling-off period, I was told that I would be forced to keep the service for at least one month and pay for it anyway. I never used the Virgin Media connection because my existing internet was still active. The modem remained switched off after installation, except for the engineer’s initial test.
To make matters worse, Virgin Media still took money from my bank account and continued charging me, eventually billing me for around one and a half months, even though I had already asked to cancel.
This experience has been stressful and frustrating. I feel that customers should not be treated this way, especially when they act within the cooling-off period.
My advice to anyone considering Virgin Media is simple: do not rely on verbal promises from sales agents. Make sure every promise is provided in writing before signing any agreement.
30 June 2026
Unprompted review
Reply from Virgin Media
Thank you for the review Zee. We're sorry to hear that your experience with Virgin Media has been so disappointing.
We understand how frustrating it must have been to feel that the expectations set during the sales process were not met, particularly when you made the decision to cancel within the cooling-off period. We also appreciate your concerns regarding the charges applied to your account after you had requested cancellation and the stress this situation has caused.
We always aim to provide clear and accurate information throughout the sales and cancellation process, so it's disappointing to hear that this was not your experience. Your comments regarding the information provided by the sales agent and the handling of your cancellation request have been noted.
We're sorry that this situation has left you with such a negative impression of Virgin Media and appreciate you taking the time to detail your experience.
We're unable to access your account via Trustpilot, but if you could reach out to our teams on social media they will be more than happy to take a further look into this for you, so we can get it resolved.
X https://bit.ly/4vYL1cj
Facebook: https://bit.ly/3SZLj4a
Cannot describe the awful experience in…
Cannot describe the awful experience in dealing with this company that call centres do everything possible to make discussing any problem you have as difficult as possible, and all issues are unresolved OVER THE PAST 6 MONTHS
A nightmare, I am in touch with OFCOM HOPEFULLY THEY WILL CALL THIS DREADFUL COMPANY TO ACCOUNT AGAIN
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Richard, thank you for taking the time to share your feedback. We're sorry to hear that you've had such a frustrating experience over the past several months.
We understand how disappointing it is when you're trying to resolve an issue and feel that the process has been unnecessarily difficult, particularly when your concerns remain unresolved. We appreciate how this can leave you feeling let down and without confidence that your issues are being addressed. We want to assure you that this is not what we want to hear at all, and would like to take the opportunity to put things right for you.
If you could reach out to our teams on social media they will be more than happy to look into your account further for you.
X https://bit.ly/4fjL3om
Facebook: https://bit.ly/4y8LXwi
2 years of no contact
Contacted them 2 years ago to install an internet cable to my property . I called them twice . No contact whatsoever.
11 July 2025
Unprompted review
Reply from Virgin Media
Hi Sean, thank you for your comments. We're sorry to hear that you've had a poor experience with us when trying to get services installed.
If you are still interested in taking out services with us, we're here to help! Please feel free to reach out to us on one of the contact methods below:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4vsXtjF
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4vlpCZP
A true five star
This is the first time I’ve truly felt that Virgin Media has taken care of a loyal customer. And deserve for a five star ever before.
I spoke with Dale from the Retentions team, and he was incredibly professional and knowledgeable about the available plans. Instead of simply offering the standard renewal package, he took the time to understand my needs and eventually found me a deal that was significantly cheaper than my current renewal offer.
Virgin Media should have more people like Dale and do more to reward their loyal customers. We deserve it! 🤪
11 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave such a wonderful review. We're delighted to hear about your recent experience with Dale and that he was able to find a package that better suited your needs.
It's great to know that Dale took the time to understand your requirements, explain the available options, and help secure a deal that offered better value. Providing personalised service and ensuring customers feel listened to is exactly the standard we strive for.
We'll be sure to pass on your fantastic feedback to Dale and the Retentions team. Comments like yours are always appreciated, and we're sure he'll be delighted to know the positive impact he had.
Thank you for your loyalty, your kind words, and for choosing Virgin Media. We hope you continue to enjoy your services with us! 😊
Great until something goes wrong
Great until something goes wrong
Plan coming tonan end picked an online offer off app decided to upgrade there then starts the pantomime
Upgrade never happened went on to chat unfortunately the operator did mot grasp the problem so i raised a complaint, no call nor contact and mo upgrade
Went back to chat security questions all over although i logged onto account waited for an hour and fourty minutes before i got connected switched operator half way through. Promised solution and a call still waiting on call spent three hours waiting
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Paul, thanks for getting in touch and leaving us a review. We're sorry to hear that what should have been a straightforward renewal and upgrade process became so frustrating.
We understand how disappointing it must have been to select an offer through your online account, only to find that the upgrade had not been completed. It's also frustrating to hear that you had to contact us multiple times, repeat security checks, spend a considerable amount of time waiting to be connected, and then not receive the follow-up contact that had been promised.
We're unable to access your account on this platform but if you could reach out to our teams on social media they will be more than happy to take a further look for you.
X https://bit.ly/4farcHM
Facebook: https://bit.ly/4w2JjH8
Paying for 1.1GB barely getting 100MB, constant disappointment.
Pay for a premium 1.1GB connection and barely getting 100MB, Virgin are out of chances now, will leave and will never return. Customer service do not respond, sales will only say they'll do something if you pay for it.more it or sign up for longer.
11 July 2026
Unprompted review
Reply from Virgin Media
HI David, thank you for taking the time to leave a review. We're really sorry to hear about the experience you have had and the issues you're having with your connection and speeds. This is certainly not what we want to hear and would like to take a further look at your account to see what we can do to improve this.
Are you able to drop our teams a message on one of the following contact methods and they will be happy to look at this further for you:
X https://bit.ly/3Rz5UMl
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fuaV1L
Poor service after 25 years iv now left them
: 9 July 2026
Virgin Media Complaints Department
Re: Formal Complaint – Incorrect Final Billing Following Cancellation
Dear Sir/Madam,
I am writing to make a formal complaint regarding the handling of my account following the cancellation of my Virgin Media services on 28th May 2026 and the continued issue of incorrect bills.
Below is a timeline of events:
22 May 2026 – My Virgin Media contract expired.
23 May 2026 – I made a payment of £50.00.
28 May 2026 – I cancelled my Virgin Media services and requested return packaging for all equipment.
29 May 2026 – I returned the Mini TV box via Yodel (Tracking No. JWWC922).
1 June 2026 – My telephone number was successfully ported to Numbers People. I was advised my final bill would be adjusted to £69.00.
7 June 2026 – I made a further payment of £23.95.
9 June 2026 – I made another payment of £10.00.
15 June 2026 – A new bill was generated for £73.25.
17 June 2026 – Virgin Media confirmed receipt of my Mini TV box. During the same contact, I again advised that the return packaging for my router and remaining TV box had still not arrived and requested that it be sent.
26 June 2026 – The return packaging finally arrived, almost one month after my cancellation request. This delay was entirely caused by Virgin Media.
I returned the remaining equipment immediately.
6 July 2026 – Virgin Media confirmed receipt of all remaining equipment.
9 July 2026 – I received another email demanding payment while your app showed a different outstanding balance. To demonstrate my willingness to settle any legitimate balance, I made a further payment of £50.00.
To date I have paid:
£50.00 (23 May)
£23.95 (7 June)
£10.00 (9 June)
£50.00 (9 July)
Total paid: £133.95
Despite this, I continue to receive conflicting balances from Virgin Media. I have been quoted a final bill of £69.00, billed £73.25, received further payment demands, and your app currently displays a different balance altogether.
I also wish to make it absolutely clear that any delay in returning equipment was solely the result of Virgin Media repeatedly failing to send the necessary return packaging despite my requests from 28 May onwards. I should not be penalised financially for delays entirely outside my control.
I therefore require Virgin Media to provide:
A full itemised final bill showing exactly how every charge has been calculated.
Confirmation that all four payments totalling £133.95 have been correctly credited to my account.
Written confirmation that all equipment has been successfully returned and that no equipment charges remain outstanding.
A detailed explanation as to why I have received multiple conflicting balances.
Confirmation that any incorrect charges resulting from delays in providing return packaging have been removed.
Until I receive a correct and fully itemised final bill, I dispute the balance currently being demanded and will not make any further payments.
If this complaint is not resolved within the timescales set out in Virgin Media's complaints procedure, please treat this letter as a request for a deadlock letter so that I may refer the matter to the Communications Ombudsman without further delay.
I look forward to your prompt response.
Yours faithfully,
28 May 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and can understand your frustration.
We'd like the opportunity to look into this further and review the issues you've experienced. 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/4piS3X3
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Worst service ever
Worst service ever. I had Virgin text me on progress of broadband outage. They replied 1 he later to tell me it was a network problem that was fixed. It wasn't fixed. I gave up on long waiting time with customer service. I will be looking to change provider as soon as my contract is done.
11 July 2026
Unprompted review
Reply from Virgin Media
Hi Taz
We're sorry to hear about your experience and can understand your frustration.
We appreciate how disappointing it must be to receive updates advising that a broadband outage has been fixed, only to find that your service is still affected. We also recognise your concerns regarding the delays in getting support and the time spent trying to contact our customer service teams.
Reliable communication and timely fault resolution are important, especially when you're without your broadband service, and we're sorry that this situation has left you feeling let down and considering leaving us when your contract ends.
We'd like the opportunity to look into this further and review the issues you've experienced. 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/44qajnK
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 we've fallen short of your expectations and would welcome the chance to investigate this for you.
I changed ISP and was sent a box to…
I changed ISP and was sent a box to return Virgins equipment.
Unfortunately I was not able to do this due to ill health.
They sent me numerous emails with a link to make payment. The reference number they gave me was 1 digit longer than the field allowed!!!
I have spent over an hour on the phone with them trying to settle the account.
I have never gone round in so many circles and jumped numerous hoops just to make a payment!!
Eventfully I was told the only way to pay the bill was by bank transfer.
What a ridiculous system from a very poor company with a very poor customer service record
11 July 2026
Unprompted review
Reply from Virgin Media
Hi Jan, thank you for taking the time to leave a review. We're sorry to hear about the difficulties you've experienced when trying to return your equipment and settle your account.
We understand how frustrating it must have been to receive payment requests but then encounter issues with the payment process itself. Having to spend a significant amount of time on the phone and being passed through multiple steps simply to make a payment is clearly not the experience anyone would expect.
Thank you for providing this feedback and for your comments about the returns and payment processes, we're sorry that the level of service you received did not meet your expectations. Customer journeys should be straightforward and easy to navigate, so it's disappointing to hear that this wasn't the case for you.
Thank you for bringing this to our attention, and we apologise for the inconvenience and frustration caused.
Just dreadful
First of all, nightmare to get through to a human customer service rep. Secondly , I’ve never had so many scam calls as I have after signing up. Third , you only get about half the service you sign up for. Fourth, if you need to leave for whatever reason they will charge you a lot of money. Avoid at all costs
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Luke! We're really sorry to hear about the service and experience you have had since signing up with us. We can assure you that this is not the level of service we strive to deliver at all.
In regards to the calls you have been getting and your account we would like to look at this for you further so that we can rectify it for you.
Can you drop our team a message on one of the below contact methods and they will be more than happy to help:
X https://bit.ly/4vtCWv7
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44Xul9i
Poor service
Poor service. We’ve used Virgin Media for the last 10 years ( hoping it would improve). The speed is ok, but it is very unreliable. The internet goes down frequently, sometimes multiple times in a day. We’ve had lots of replacement hubs, which don’t do much. Customer service ok, but internet service very unreliable. We will definitely switch provider at the end of the current contract.
11 July 2026
Unprompted review
Reply from Virgin Media
Hi Samantha, thank you for taking the time to leave a review and for being a loyal customer with us for the past 10 years.
We're sorry to hear that you've experienced ongoing issues with the reliability of your Broadband service. We understand how frustrating it can be when your connection drops frequently, especially when you've already had replacement hubs and are still encountering problems.
Thank you for your feedback regarding both the service and support you've received. Our team would like to take the opportunity to investigate this further and see what more can be done to improve your experience. Please contact us directly using one of the methods below, and we'll be happy to review the issues in detail and work towards finding a suitable resolution.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4wAwDXN
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4vi4cN7
Horrible customer service
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 through 4 times, each time there was a different way to fix the issue and each time it failed no call back no follow up and my son is away from home with no Mobile Data...
10 July 2026
Unprompted review
Reply from Virgin Media
Hi Tom, we're very sorry to hear about the experience you've had trying to get support, and we understand how frustrating this must have been, particularly with your son being away from home and left without mobile data.
We'd expect any issue to be handled promptly and consistently, so it's disappointing to hear that you've had to contact us multiple times and were given different resolutions that didn't resolve the problem. We would really like to put things right for you, are you able to reach out to our team on one of the below contact methods, so we can take a further look into this all for you:
X https://bit.ly/3RyOL5r
Facebook: https://bit.ly/3RsAx68
The worst broadband company in the UK getting worse each year
The worst broadband company in the UK just got worse! How can this be, I hear many long suffering customers scream as surely it isn't possible, but oh yes it is!
If more than 10 houses in your neighbourhood want to watch the 2026 World Cup, well despite paying over £100+, I'm sorry you can't!
Virgin weren't expecting that sort of drain on their bandwidth so you can just sit there watching a circle as your favorite team has just scored.
I've been with them for years and seen the service go from bad to worse and I'm glad to say, on the 22nd Aug 2026, I will be free of this terrible company.
Update- on the 10th July 2026, I have had 3 disconnections lasting between, 25 minutes to over and hour. Terrible service
10 July 2026
Unprompted review
Reply from Virgin Media
Hi Gurvinder, we're sorry to hear about the issues you've experienced with your Broadband service and appreciate how frustrating repeated disconnections can be, particularly when they affect your ability to enjoy important events and everyday online activities.
We understand your disappointment, especially as a long-standing customer, and we're sorry that the service has not met your expectations. We'd really like the opportunity to investigate your concerns further and review the issues impacting your connection. Please reach out to us directly on one of the contact methods below, so we can take a closer look at your service and discuss what support options may be available.
X https://bit.ly/4w0asug
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4faMR2L
Loyal customer let down by poor customer service and pricing
I was a loyal Virgin Media customer and contacted them before my contract ended because I only wanted broadband. Unfortunately, the first adviser I spoke to came across as rude and uninterested in keeping me as a customer. Rather than discussing options or trying to help, the conversation quickly turned to asking which disconnection process I wanted to use. It made me feel like my custom wasn't valued.
I called back a few days later to give Virgin another opportunity to keep my business, but there was still no willingness to offer a competitive broadband-only package.
After looking at other providers, I arranged a switch using the One Touch Switch process. Only after my new provider had arranged everything did Virgin contact me to ask if there was anything they could do to keep me. By then, it was too late. I had already given them more than one opportunity.
My disappointment isn't just about the deal offered—it's about the lack of customer service and the feeling that existing loyal customers are only taken seriously once they've decided to leave. Had my concerns been taken seriously from the start, I would most likely have stayed.
6 July 2026
Unprompted review
Reply from Virgin Media
Hi there, thank you for taking the time to share your feedback. We're sorry to hear that your experience left you feeling undervalued as a long-standing customer.
We understand how disappointing it must have been when you contacted us to discuss broadband-only options and felt that your concerns weren't being listened to or that sufficient effort wasn't made to explore a package that met your needs.
We appreciate that you gave us more than one opportunity to retain your business, which makes it even more disappointing that we weren't able to provide the level of service you expected.
It's particularly frustrating to hear that contact was only made after you had already arranged your switch to another provider. We understand why this left you feeling that your loyalty wasn't recognised sooner.
Your comments regarding both the customer service you received, and the retention process have been noted, as feedback like yours helps us identify where improvements are needed. We're sorry that, on this occasion, we didn't do enough to keep your business and left you with a negative impression after your many years with us.
Thank you again for sharing your experience, and we wish you all the best with your new provider.
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