Virgin Media Reviews 3,887

I strongly advise against using Virgin Media. I have to move from the UK and I am being charged over £460 for a 'disconnection fee'. Virgin lock you into predator contracts and ensure you pay for a service they are no longer providing you with. To top it all off the customer service is awful, navigating multiple phone menus, being transferred from person to person after waiting on hold. I also had issues with their service for months when I originally signed up.

Extremely disappointed. The first TV box they sent wasn’t even new but reconditioned and faulty. Second TV box is temperamental works some days and not others. In all we are just waiting for our contract to end so that we can go back to Sky. Virgin TV is rubbish and I wouldn’t recommend it to anyone.

Absolute crooks they are making amending my 94 year old father services almost impossible, the contract was renewed unknown to the family how they want £800 to leave the contract and now charging us over £106 a month for services he does not use.

This company have no idea how to treat customers.ive had a account 1month.they did not set up my direct debit.they had all details but did not do.so I owe them £19.but even though they admit its there fault my services have been turned off for £19.my bill for this month is due next Friday Aug 1st.ive told them il pay both.thats the only way I can do to finally get direct debit set up.til then my services remain off for £19.so from today to August 1st I won't pay for a service I cannot recive.as a result of this.ive not refers 2 new customers after I've already refurd 1 new customer.they can stuff the £50 refusal don't need the hassle.

My virgin media and e mail account has been hacked by scammers who have changed my password and are sending scam e mails worldwide on my e mail account including pornographic images. Trying to get the call centre staff to understand the issue and advise me is impossible. They just keep trying to talk me through resetting my password which does not work. I was told someone would call me yesterday and no one did. Been through exactly the same process today over an hour on the phone with no progress whatsoever and scammers still using my e mail. Very poor customer service.

Problems started over a week ago, when I decided I'd renew the contract. Had to find the right people to talk to, but managed, eventually, to get to them. This is where the 'fun' starts.

Asked for and agreed to the upgrade, from the Broadband 1Gb I was on, to 5Gb. I work from home, have 3 kids, we're all streaming stuff or using internet, some months it's in the area of 1Tb. And, I could use a higher upload speed for work.

Was told the Engineer would be here on Wednesday afternoon. At 5.50pm, with no show, had to ring Virgin to find out what happened. The operator could not explain what had happened, but he could see the appointment was booked. He said he'd call me back the next day at 10.30am, which of course, didn't happen.

Next day, Thursday, rang them at Noon, to ask again what was going on. I was told the appointment was a 'wish appointment', and this should have been communicated with me. So, not an appointment, I waited in all afternoon for something that was never going to happen and Virgin decided my time was to be wasted.

Got an appointment, properly confirmed this time, for Saturday morning. At 11am, the outsourced engineer arrived, with no idea of what was required. I had to tell him. He then said, he couldn't do it, as he didn't have the necessary kit, so he arranged for someone else to come. They did, and did the installation, at the end of which I had to ring Virgin again to get it activated. I did so, was told it would be a few hours.

NB, the installer did their job just fine. Problem is Virgin don't do their job at all.

That was 24 hours ago, today it's Sunday, Virgin are off playing gold or boinking their partners, there is no one to call, so I'm screaming into the Void.

I had last week off work, and one of the aims was to get this sorted out.

I've gone online (using my phone as a mobile hotspot), and the useless test app on the VM website tells me everything is fine, because I am somehow connected.

I've down loaded the VM app, and connected to my router, and it also tells me everything is fine with my Broadband, even though I DON'T HAVE INTERNET"!

Tomorrow, I start work again, without broadband, and with more chasing of this useless company that has outsourced the work, and the project management, to anyone but itself, while it creams the profit off the top.

We get blamed for being lazy when it comes to not switching between companies to get the best deals, but I expect its more a case of being fed up with the dramas the companies create when we do so, through near total absence of customer service for which they face zero consequences. After all, what are you going to do, switch to a competitor that is just as bad, if not even worse? ComReg doesn't police how bad the customer service is, just the narrow scope of whether contracts are complied with, so there is no incentive (if anything the opposite) to keep making things worse in order to generate more profits.

Tomorrow, will be yet another call, which may, or may not, solve the issue.

If it doesn't, really have to consider whether the hassle is worth it any more, or if I should switch to Vodafone, rather than continuing to reward Virgin and failure.

Extremely expensive, slow broadband, no reward for customer loyalty and customer service is absolutely appalling. Most of my neighbourhood has moved to an alternative provider whom they are finding rewarding in many ways not just with the speed of the broadband but most importantly with costs and customer service. Cannot wait for my contact to end with virgin and move over to this new provider. Anyone who wants an alternative provider try BRSK their reviews are amazing and anyone who is with them whom you speak to will confirm this.

I have a big problem with the Allianze add. Its very inappropriate and extremely triggering. A baby with no nappy on been pulled by the legs across the bed by a grown man. Paint whatever picture you want but that's all I seen and im fuming over it. Get it off the screen. Not acceptable. The Internet full of dirty twisted perverts.

I’m absolutely disgusted in virgin media we had been with them for two separate contracts and now for the last four or five months we have had to ring to pay bill as they cannot be trusted with a standing order as they keep trying to take extra money and when we call we get passed around to people that take hours to speak in real conversations I pass security and they pass me on and say I’ve now failed security what the hell is this it’s every month I it’s like you’re doing it I purpose to make people ill I’m not bothered about you patching this situation up no more we will be spending our money where it’s valued thanks for nothing

Virgin Media customer service in Philippines /offshore guys ask 3 digit password every time you call them, even if we enter successfully in the system. This is a scam and I lost faith in Virgin Media which I've been with them for 15 years. I know they are based in offshore when asked they give fake names and they also tell me they are based in UK, which I know they are not. Why should I give my password to them to discuss my account, when I have put in the system...

First off my monthly bill is inaccurate. Should have been £85 but charged £120.
My contract ends next month. They have said it will go up from £85 PM to £260!!!!
I have been online with a 'real person' who takes over 30mins to reply to a query. Currently been 'chatting@ (mostly silence as they don't respond) for 2 hours and so far I have only told them the issue, no advice or help at all.
AWFUL SERVICE.

The one star should actually read -1 but unabable to put that. Anyone actually thinking of switching to Virgin should actually read these reviews beforehand and seriously reconsider. We were assured that we didn't need to be at home for the outside installion to take place despite telling them we would be on holiday. We returned from holiday to find the outside box and wiring had actually been installed on our next door neighbours property instead of ours. We notified Virgin immediately of their mistake (or as soon as we could get through to anyone at Virgin which is a nightmare) They assured us that the engineer that was coming the following day to do the internal installation would be able to rectify this mistake. When the engineer arrived the following day I met him as soon as he pulled up in his van to enquire whether he had been made aware of the wrongly positioned external box ,to which he answered he hadn't (Surprise Surprise}. He wasn't able to move the external box as he didn't have the equipment required with him but arranged for another team to move the box within 48 hours. Two engineers turned up to move the external box the following day but were unable to do so as they needed a 'cherry picker' hydraulic platform to gain access to the connection box at the top of the 'pole' across the road. Another engineer turned up the following day with 'cherry picker' to eventually move the external box to it's correct position on our property. The engineer who originally came to do the internal installation had asked to be notified when the external work was complete so that he could arrange for the internal installation to be completed.(This all took place week commencing June 16th 2025 when the installation should have been completed) We then had to contact Virgin again as we had heard nothing from them and they then informed us that the installation could not be completed until 10th July 2025 , to which I replied was totally unacceptable and would leave us without TV and Broadband. Virgin agent's response was to extend your contract with your present provider , but at who's expense ? I told them that if the installation wasn't completed within the next 48 hours then we would just simply cancel the complete order and go elsewhere , which we did as we were left with little alternative with Virgins lack of concern or urgency for something that was totally all their fault. Also their lack of comunnication both with their customer and between themselves was unacceptable , reading all these other reviews it seems like we have dodged a bullet and escaped Virgin and their shockingly bad service , be warned stay well clear ! ! !

Slow unreliable Internet. Using phone data more than wifi, resetting wifi router on a half daily basis.

All I want to do is renew my contract. 2 sessions of over an hour to do this. Yet passed from agent to agent, and seen the message 'all most there' and 'one more moment' More times than I care to count.

If I could give 0 stars, I would

I’ve never experienced such poor customer service and dishonesty. I was working with Utility Warehouse and asked how much it would cost to leave. I was told £25. When I called to pay, suddenly the charge was £220. I explained what I had been told and was promised a call back after they reviewed the call recording. No call came.

After multiple calls, being passed from department to department (each time having to go through security checks), and being left on hold for 20+ minutes, I was promised again that a manager would call within 48 hours. No call. When I finally spoke to a manager, I was spoken to rudely and told I had to pay the full £225 and would receive a letter about my next steps. No letter ever arrived.

I escalated the matter to the Ombudsman, only to be told that there was no call recording. Fortunately, I had submitted a Subject Access Request (SAR) and obtained the recording myself – it clearly confirmed £25 was mentioned not once, but four times during the call. I won my case with the Ombudsman. However, the compensation of £100 and an apology was nowhere near enough for the months of stress, damage to my credit file (which delayed my mortgage application), and the countless hours wasted – all while working to support my 15-month-old daughter as a single parent.

I explained this to their Executive Team and issued a final letter before claim, making it clear I would be pursuing this through small claims court. Their response? Another generic email telling me to go back to the Ombudsman – despite me clearly stating I’d already won my case there.

I have now received a letter in the post again telling me to go to the Ombudsman. I’ve been left with no choice but to take legal action.

Avoid this company at all costs. The lack of accountability, empathy, and basic customer care is appalling. No one should have to go through what I did.

Customer service is atrocious, I changed to BT on the 17/6/2025.
I had been a customer for 30 years and the internet was great, but the customer was so bad I changed.

Appalling company, rubbish Wi-Fi constantly drops in and out, speed goes up and down like a yo-yo never get the 1 gig I am paying for, the hub ports keep failing and despite being sold full fibre I have a single copper cable coming into my property from a chamber outside on the path that fills with water every time it rains causing it to pack up. Once you have wasted ages trying to book an engineer visit they invariably don’t turn up. The infrastructure dates back years and is crumbling and Virgin aren’t investing any money in it so it will only get worse.
Signed a new contract on 20th June and still not working, threatened to leave and they sent me a £1746 disconnection fee!!! Take me to court Virgin.
Avoid them like the plague.

My bill went from 23.99 per month to £74.12 per month. I have been told lie after lie and getting a human to speak to is near impossible. Wi fi not working
then how do I get the link on my phone. They lie and lost previous complaints. Please dont bother with these lairs. My mum needed and Ambulance several weeks ago no Wi Fi signal the call to 999 failed if not for an old landline my Mum could have died.

Worst customer service ever. If I could give no stars I would. Lethargic customer service representatives. Not helpful at all. Had to fight to activate THEIR service as their service was already installed in my premises before I moved in. So so bad. Would not recommend.

I now have 5 complaints waiting to be resolved. Please add C 270625323 to the ever-growing list!

Is anyone running this Company?

Can anyone ACCURATELY transcribe your telephone calls? You appear to have made up a Contract which I HAVE NOT entered into and made up a random bill amount AGAIN - WHICH I HAVE NOT ENTERED INTO!!!

DO NOT - UNDER ANY CIRCUMSTANCES - TAKE ANY UNAUTHORISED MONEY FROM MY ACCOUNT!!!