Virgin Media Reviews 3,887

Pay monthly for broadband that doesn't work half the time. Always intermittent service if its not completely off! No wifi for past 2 hours, yet they call almost daily offering me 'better deals' if I pay more per month, claim speed is slow as I use too much. I live alone and use the broadband for laptop and ring camera! Try anything to get more money out of you but don't help when you need it! Will definitely be switching providers they're an absolute joke!

Company makes false promises to solve issues when the broadband is down. They promised to schedule an engineer who then did not show, then they promised to have some call back within an hour that called much later and said they can't send an engineer that day but will be scheduled for the first appointment the next day. The next day having being promised the first appointment no one showed so I rang and was promised a time of 10.45am...and now no show again.

Topping all of this they tried to inform me of my renewal offer when I rang to ask where the engineer is.

This company just takes the monthly money but has no value of their customers time or needs.

Don't deserve 1 absolutely disgusting service and liars, had no Internet for 5 days engineer was supposed to come out between 12 and 4 came at 10 while I was out and now saying cant ome back till 18th December what a joke, quick enough taking the money tho. Will be leaving this sham of a company.

Am currently changing broadband from virgin media to Youfibre. Tried to swap using the one touch switch (OTS) and despite entering the correct details virgin media have refused to accept it. I have had to force them to manually disconnect me. I cannot help but think they are doing this deliberately to retain my custom. If you do leave them make sure you get an email to show your disconnection date or they will deny all knowledge of your wish to leave and they will carry on charging you resulting in you paying for 2 internet services. Absolute rubbish

Awful customer service. We had a broadband outage that lasted from 8am to 8pm, when we contacted Virgin, they said that it would be back up very soon, I got a text message at 10am, 12am, 2pm, 6pm and 8pm all saying that the issues would be fixed soon. They didn't provide any information as to why the issue had happened or when it would be fixed. Customer services were unhelpful and rude and didn't know anything. We will not be renewing with this company. their customer service is indiferant to customers needs.

Would give zero! Pay well over £100 a month and rang to object a one off payment.... since then cut off privileges I PAY FOR. Absolutely shambles. I tried to cut the contract told me I have to pay it out considering how long I have been with them and pay, this is a joke. Struggle to get through to a human on the phone and when I do they either talk over you or dont understand you. Absolute shit show of a service! Cannot wait until my more recent contract is over. I will happily pay over £200 for some other company for the usage as long as I get the correct service and customer service too. Unfortunately virgin media fail greatly in this department. They pray on vulnerable, (family members going through this) people who have been with them 10 + years just constantly put the bill up and when trying to cancel con them into another ridiculous contract. Tell them they have to pay this this and that when in reality there in no contract it ended 8 years ago. Disgusting. Ought to do better! I could go on...

Customer service is a joke, changing any part of your package is almost impossible if you're downgrading (upgrading, funnily enough, doesn't encounter any problems). Once the contract is over, after going through the rigamarole of their customer service again, they will tell you that your equipment has to be returned in the returns kit they will send. They won't send you one. Then they'll send threatening emails about how much you'll be charged for non-return. The link in the email for ordering another returns kit leads to a dead page. So you have to contact their customer service again, who won't just send you the return kit. They'll mess you about with the obvious intention of having you give up so they can charge you. Terrible company that was investigated for this practice by the ombudsman in 2023 and are still doing it. Stay away from these thieves, otherwise they'll make you regret ever joining their service.

In response to their stock pitiful response to my review, and many others. Thank you for listing all of the ways that we can contact you. We have tried your customer service on all available means only to be fobbed off, transferred in circles or generally ignored. Perhaps, rather than regaling us all with unhelpful ways we can choose to be messed about, you proactively sort out your woeful customer service that is obviously designed in such a way as to deprive your customers of more of their money rather than actually sorting out their legitimate problems with Virgin Media. If I could give negative stars I would. Shameful company with shameful practices that border on being illegal.

Over one month after I closed my account I'm still waiting for the credit that was on my account to be returned yet, today, I receive a new bill telling me that I owe them money for unreturned equipment. This despite both Yodel and Virgin confirming previously that they have received it. How does this company continue to function?

Sent letter informing me of telephone change over from land line to broadband hub but would not work tried telephone then transferred from person to person after 40mins on still waiting for response most unable to understand what they or saying call dropped off total pain got one of worst customer service company’s

Wunt give no stars if I cud mum moved into a bungalow to get told there going out to do street wiring got told they was doing it on a Monday when wrang up on the Friday they said int ant been done they was there that Friday wrang up today on 19 November to be told it still ant been done going after wait till 27 November stay well clear of virgin media disgrace of a company dint have no issue when was with sky they don’t look after there customer just like take money

Finally spoke to someone to sort out problem Sohail l explained problems he assured me he would sort problem he seems to have sorted a Credit to Virgin Media Management materials in my opinion

We have so far received terrible service from virgin and we still haven't even had our services installed as of yet!!
2 failed appointments -with no mobile numbers rang each time on arrival - as we a flat above a bar so need to be called - they were told this numerous times , and now they haven't advised our current supplier that they have failed to install so we have been disconnected and now have no phone line or internet thanks to virgin!
Promised an engineer yesterday as an emergency - nothing , now today supposedly we will get one before 6pm!! We will see -this has been very stressful and were not even started yet!
I have had to buy a dongle for wifi at my own cost so so far out of pocket-seriously thinking this was not the right decision to move from BT !!

contacted customer service via email to ask why my direct debit hasnt been changed prior to a few months ago which left me running up a debit on my account becaus of late payments, they replied to my message then instead of trying to find a resolution just bypassed everyhing i have said and i am now just being ignored, i dont spend my time replyig to messages for the good of my health and also complaining for nothing. continuing to complain on trust pilot and seeing the rating of this company is more than shocking. something clearly needs to be done and i would like this resolved asap

I have been having TV pixelation since September 2025 had three engineers out the last one changed various leads the engineer said it was a net work problem various vans have been to the box to short problem out in my area B31 every time you think it's fixed it's not would it be to much to ask to fix this its been going on to long now please virgin it's no fun when you cannot watch your TV when you are paying for a service you cannot get

Have no contract with  virgin cancelled my account and gave them a month notice. Their staff obviously confused and they have now left me a bad credit rating how they can do that without taking you to court. I do not know and now I have the hassle avoid this company  very amateurish

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I have been with VM for as long as they have been around, the service has been going down for years but it seems that since the American take-over it has become a race for the bottom.

Its extremely difficult to speak to anyone if you have a support issue. Recent attempts have been 20 minutes of button pressing followed by an automated message saying engineers have been sent to the area and the fault will be solved in the next 24 hours, then the call ends.

Needless to say the fault is not resolved.

Was already a customer, paying fixed amount every month, calling team called and gave false information, sold a new contract to me, tried to withdraw the new contract within relook period of 15 days, calls not reachable, emails are not replied, on chat executive cancelled the new contract however still changed my monthly payment from 27 to 38. I feel cheated and they are really not reachable.

Horrendous service on every level - what they call outage means either no broadband/internet and this since around 10th September
They continually change the date for when it will be fixed.
This is having a serious impact on my business and personal life as a sole trader and impacts on my family as well.
Customer services pay lip service but fail to call back when they say they will & I've been waiting weeks for a customer service manager to bother to contact me despite repeated requests and being told someone would call me
Worst of any service provider I have had
so over it & my bill has just doubled - which is a disgusting joke
They like to call the terrible problems as 'outage - bearing in mind this has been going on for the best part of 6 weeks I am embarrassed for them - It's frankly disgusting.
I have spent literally hours on the phone to them over the past weeks to no avail on a service and customer service level.

I have been struggling to get my old bills from you guys. I have contacted you and one of your reps said they will send me the bills for the period I requested but I have not received anything. Not even an email.

I requested the bills for the entire period that I was a virgin customer. Please assist with this.

Didn't help very rude women, would not use this store again