Virgin Media Reviews 3,887

Really bad customer service they do not care less hearing my wifi is bad from a month now i called them and they said we have a power outage should be fuxed by nect monday so i had no wifi all week turn out even after two weeks they didn’t fix it called them again nad they did not apologuze insusting in paying 25 pound to send a technician after a week. I paid the charge and my wifi i still not working ridiculous

They usual take forever to get through, then made to go to different actions, then give you finally an actual person, who then tells you so many excuses, not to give any help, this went on for 3 day, finally got an engineer to vist who was first class, looked at my box walked to his van, collected a new remote and cured all problems. again you virgin let your staff down,

Awful customer service. Left my household (of students that very much need it to work) without wifi due to the previous tenants not yet paying outstanding charges and cancelling. Surely this should be easily solved but instead I've been passed from person to person with no apology or understanding. What the previous tenants do should not be on us.

I have been a Virgin Media customer since November 2024, and the experience has been an absolute nightmare from day one. Their customer service is appalling: I have been ignored repeatedly, disconnected from live chats deliberately, hung up on, and lied to over and over again.
An engineer destroyed my garden while installing Wi-Fi and was extremely rude. Virgin promised £30 credit in writing when I complained about this, but this never appeared on my account. Random amounts of money have been added to my bills that I do not owe, and even after overpaying these false charges, my internet was disconnected anyway.
I am completely unable to access my online account. Virgin created a new account and contract without my consent, even though they confirmed I would not get a new contract (I have evidence of this). They refuse to allow me to use my email address for the new account. This is not only a blatant lie but also illegal, as they misrepresented my agreement and denied me access to a service I rely on.
I am disabled and rely on the internet as an essential service, which Virgin was fully aware of, yet they disconnected me regardless. Their actions show a complete disregard for accessibility and basic human decency.
Blatant lies and mis-selling have been consistent. For example, Volt benefits were never applied until I threatened escalation to the Ombudsman after Virgin media lied and said I wasn't eligible. This company has caused months of stress, wasted time, and literal tears, affecting my mental and physical health.
I stayed with Virgin Media only because they hold a monopoly on internet services at my address, but I am leaving and relying on mobile data as a hotspot instead. Their incompetence, dishonesty, and total lack of accountability make them the worst company I have ever dealt with. I am now going to the Ombudsman over billing, overcharging, and their complete disregard for customers. I have also formally demanded Virgin terminate all services immediately, which they have obviously not done.
Virgin Media cannot do anything right. They are rude, unprofessional, negligent, and utterly incapable of providing even basic service. I have had enough—this is the final straw and I will NEVER use this company again for the rest of my life.

Worst provider I have ever experienced for broadband. I had a 24 months contract with a discount that was supposed to be applied for the entire 2 year period. However, out of the blue the discount ended 7 months ahead of time for no reason and against what was in the contract. I contacted customer service and they had no explanation and kept pushing to renew the contract to apply a new discount. Clearly this is their sneaky way to keep customers tied to their services.

Way overpriced. Payed the same amount for my gas and electric bill combined as I did for just wifi. Customer service was bad.

The O2 link thing when logging in the app is the most complicated thing i’ve ever seen. Is very badly made. Plus there are people that don’t have O2. Trying to login for about 3 days still couldn’t do it.

Watching coyote ugly enjoying it and once a again the virgin media just packs in and let with shit all on the TV well this time I want a full refund for a really shit service it's the most shit proveder they are f @@@ing w@nk

Been rubbish for weeks, complaint logged, standard scripted replies.
I want this dross cancelled, cuts out every day!

I need to share my experience with you, bear with me. I was customer for 7 years, first 3 months okay, then it all started to go down hill, price issues, Broadband down continually, TV down continually, numerous engineers visited, numerous different diagnosis, Executive Team involved over 14 months, lie after lie, they ended up paying me around £1000 compensation, that was 2 years ago. Today, I have a knock on the door, a VM representative trying to sell me a package, the easy option would have been to tell him to ******, but, I thought let's go over the issues, he was totally aware of issues and ongoing issues, last Friday night nationwide problem no Liverpool mat h televised, he accepted it was poor but was still defending VM, poor disillusioned person, I told him to update the Database, which he said was difficult due to Data Projection, what a joke, how this Company can get away will it is amazingly, so I am £100 plus better off a month, but can no longer watch Premiership football, so I watch the highlights on YouTube, VM hang your heads in shame, a truly AWFUL COMPANY.

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We were so fed up with paying an extortionate amount for a terrible broadband service, we wanted to leave Virgin Media at the beginning of this year. However, we were told that we would have to pay an early cancellation penalty, which exceeded what we would have to pay if we held out to the end of our contract.
On the 17th of March, we received an email from Virgin informing us that our contract had ended and inviting us to renew it on more favourable terms. We did not renew the contract and instead decided to switch to Vodafone. Virgin acknowledged the change to Vodafone and provided a switching code and a phone number to call to confirm our departure.
In April, we had a new Vodafone router installed and returned the old router using the packaging kit Virgin sent us. That should have been the end of our dealings with Virgin.
When we checked our accounts recently, we found that Virgin Media was still billing us £77 a month for a broadband service we no longer had. We contacted customer services and spent all afternoon trying to resolve the issue. Although the assistant acknowledged that the broadband contract had ended and that we had switched to Vodafone, we received the following response:
"I have the documentation regarding the switch with your new provider, and it appears that the switch was cancelled on 2/07/25. This is why you are being charged for your Virgin Media services, as the switch is incomplete and has been cancelled. Have you reached out to your new provider about the status of the switch process?"
Perhaps someone else can work this one out because we can't. By July, we had already been with Vodafone since the 9th of April, and Virgin had been deducting £77 from our account since the 17th of March, even though the contract had ended and we did not renew it.
We finally got to the nub of the matter when the customer service representative admitted that the error was on Virgin’s side. He told us: "However, to cancel your services using the one-touch switch process, we need the switch documentation to be finalized on our end so we can proceed. Unfortunately, the switch was cancelled, and we cannot move forward with it since it was canceled (sic)."
We were then told that our only option to resolve the issue was to give Virgin Media a 30-day cancellation notice — in respect of a contract which had ended in March and was not renewed and a service which was terminated when we switched to a new provider. To add insult to injury, we were told that we would still have to pay for a service that Virgin no longer provided until the 17th of September.
As for recovering the £400 Virgin had taken from our account, we were informed that we could either go through a resolution process or approach the Communications Ombudsman. There was not a word of apology for the utterly shoddy way Virgin conducts its business. Instead, the recap email from customer services misrepresented our complaint as concerning a "package change." Two hours later, we received another email in which the issue was amended to an "account info change."
Our complaint concerned neither. Our issue was that Virgin Media continued billing us after our contract had ended, the router had been returned, and we had changed over to another broadband provider.

My Virgin Media TV started to break up on all channels recently meaning the dreaded attempt to use their woeful Help / Support service.
Firstly, tried using the My Virgin Media App to check service status. The App wouldn’t open with just the usual stupid messages about something going wrong. Similar problems when trying to access service via the internet which just kept buffering until it timed out. Eventually found a contact number which advised via an automated response there were TV related issues they were working to fix. The service eventually returned the next day, but the Virgin TV Go App required a complete re-set up process with all the associated nonsense surrounding new passwords and email address confirmation with ridiculously short timescales before they timed out.
Gave up in the end and deleted the App which is pretty useless anyway.
I’ve had similar experiences with Virgin Media so called Help/ Support in the past, so avoid trying to access this service if you possibly can.

I rang to terminate my contract as I was moving. I was put onto another agent who wanted to know why I was moving. I explained I was moving into a bungalow that didn't have virgin access but had sky so I was going with them. I was asked why I was going in a bungalow, even though I said that was irrelevant they continued asking for this info. I said I had mobility issues and needed to move to single storey. I was put through to someone who said "I understand you have a critical illness and are moving to sheltered housing!' I said no and once again repeated my story. I was put onto another team. Once again I explained what was happening but the agent kept asking personal questions. This went on and on, my son was with me, he also spoke with them, but still they kept on. I ended up shouting, swearing and crying saying just terminate the contract! ... Still she kept on. I asked to speak to a supervisor who, not surprisingly, was busy in a meeting but instructed the agent to terminate the contract, which she did but not before giving me another load of verbals ...... A complete hour from start to finish, 4 different agents, causing me more stress than I have ever experienced in my life. What a damn shambles the customer service is!

I wish i could give 0 stars.... we have the broadband and honestly we're paying for nothing. We have an outage nearly every month in our area and get no reimbursement for losing a day, we're in a city too so not like we're in a rural area! The wifi will just stop working nearly every evening and we have restart it to get it to work again.

When you ring up your told "I'm sending strong signals to your hub" what does that even mean? Do you think I'm so stupid that I believe you sending a signal to my hub to give me wifi.....? By that logic it would mean all outages are on purpose. Such a joke of a company. As soon as our contract is up we're switching.

to say the customer service is an absolute joke would be an understatement. do NOT tie yourself with this company, terrible service and no help whatsoever

We have had a new router, new wires, people come out numerous times and say nothing is wrong but there definitely is, around blackpool, the WiFi for virgin has been disgraceful. Its like they dont even care about it when we raise the issues to the team. in my own house it says im connected without Internet and its not like we have the lowest package, we have the best package you can get and its still dreadful I come home from stressful days of work and still end up getting stressed out over WiFi that SHOULD BE WORKING. Sort it out its disgraceful

Virgin media has locked me out of my e mail. On the 18 July ticket number P013105269 was raised with the technical team to resolve this. I have chased this up a number of times. No one has dealt with the matter and no one working for Virgin Media can speak to the technical team. Still waiting for the call. When something goes wrong with Virgin Media, you are on your own. My mistake was not to raise the matter as a complaint before now which can ultimately be submitted to the Ombudsman. Today I rectify that mistake.

I have been using Virgin Media for 3 years in 3 different towns, and I have never had problems with them.
Yes, there was a service distribution once or twice, but it was sorted quickly.
I would say I am quite happy with VM and recommend it.

Awful - they owe me a refund from the end of my contract for over 7 months, they never send it. Had to call 6+ times, never received. Avoid them it's not worth it

Disgusting people. 5th June I was promised compensation. June 20th they offered more because they failed to pay me. 30th July still waiting for a payment and even had to complete an ombudsman process because they failed to pay. Now I’m owed £400 and they still haven’t made the payment. They told me last week they sent it, then the next day they said nope you’re not having it. I think the people in the office found out I’m brown skinned and have treated me like shit ever since. I have all the emails you could possibly need to prove this is a case of discrimination. 🤬🤬🤬🤬🤬🤬🤬 AVOID VIRGIN AND O2 they don’t deserve our time or money AVOID

Here’s what they said.
On June 5th

We do understand how frustrating the situation has been due to previous miscommunication. We have also credited you £75.00 as a goodwill gesture. You will receive it within 5 to 7 working days. Furthermore, if you have any queries, please do not hesitate to contact 02 or use the My 02 app. We will be happy to assist you. We apologies for any inconvenience caused.

Here’s June 20th

Dear Anthony,
I hope this message finds you well.
I am writing to confirm that the cheque refund of £300 has been approved and is scheduled to be processed on Monday, 23rd June. Please note that the estimated timeframe for receipt is up to 14 working days.

Here’s June 25th

Hello Anthony
Yesterday
I am writing this e-mail to advised that the cheque of £ 300.00 was approved and send on the 23/6/2025. | spoke to the manager

And here is

Thank you for your patience, and please accept our sincere apologies for the delay in processing your refund. We understand how frustrating this wait may have been, and we're truly sorry for any inconvenience it has caused.
I can confirm that your refund has now been successfully processed. This will be issued via BACS transfer to the bank details you provided to us. Please allow up to 14 days for the funds to appear in your account, depending on your bank's processing times.

And then I got this

Hi Mr Leckey
12:47
Apologies on the delayed refund- I have processed this via BACS for £400.00. The refund can take up to 7 working days.

And then lastly I got this after all that waiting and lying.

Dear Mr Leckey,
15:18
・・・
In relation to the previously raised complaint we would like to provide a final resolution which has been agreed. We appreciate you giving us the opportunity to review your concerns. I'm very sorry to hear about the difficulties you've experienced, both in relation to the adverse markers on your credit file and the overall inconvenience caused by the service you received from 02 during this time. Please accept our sincere apologies for the frustration and upset this has caused.
Following a detailed investigation, your case was referred to our Ombudsman team. As confirmed by the Decision Review Executive (DRE), a refund of £100.00 was approved and agreed. We acknowledge that a previously discussed credit of £400.00 was offered by our 02 complaints team however this will not be issued,

NOW TELL ME HOW THIS IS FAIR?

🤬🤬🤬🤬🤬🤬 I have all the names of all the liars and will be reading the Audio of all the calls I’ve had. Truly disgusting service