Virgin Media Reviews 

Worst internet company possible, lots of hidden fees, disconnection fees, charging for routers they said they won't. Awful customer service.

The ONLY reason that we used them is because they were the only supplier to our house. Now we are moving, we are finally FREE!!!!

Never have I dealt with a company that does everything in it's power to make your life as difficult as possible.

This is not an exaggeration. I have NEVER come away from an interaction with them and been happy. Every interaction that I have had with them has made me more angry than before I spoke to them.

Absolute joke

Seems impossible to find out by email what it would cost me to end the contract early.
All I want is to get a question answered by email.
Strange when there are a Internet based company.
No matter what happens I'm off .
Forget it I'm leaving very soon.
If you're really bothered you'd get in touch with me.

Worst customer service in world, VM bosses need sort out this.

Contacted VM on Friday 26/06/26 via WhatsApp to recover my account email to change details and be able to paying bills, customer services said that I should receive on my new email adress link and have to wait for link 24-48 hours Today 30/06/26 link is not received, so I contacted again customer services via WhatsApp, now the telling me they can’t do anything about it because they can get access to my account when I already need reset it it seems you speak with brick wall, stubborn not want to understand or don’t want to do they Job at all not reliable customer service, also keep giving me numbers to call them as soon I trying to call and confirming my details line all the times gang down.

Both recent visits were excellent they took time explain everything fully was very pleased with service.

I recently contacted Virgin Media to handle my account as I am moving house. I am relocating to my partner’s farm, which is a business premises already equipped with Starlink, as fibre cable is not available at that location. Furthermore, as it is a farm/business, I have no authority over the internet infrastructure.

Despite clearly explaining this, the moving team refused to proceed without performing a service availability check on my new postcode. They insisted on this process regardless of my explanations, even going as far as demanding a rental agreement or utility bill to prove I had moved, despite me clearly stating that my contract is ending in two months and I was perfectly happy to either continue paying or simply pay the negligible early termination fee.

The entire phone call lasted 30 minutes, wasting significant time for both myself and the agent, purely because the scripts they are forced to follow are entirely inflexible. When they finally checked the postcode, they confirmed they couldn’t provide service there anyway—exactly as I had told them at the start.

I eventually had to raise a formal complaint and provide my driving license at the new address to prove the move. While they did eventually waive the termination fee, the amount of effort, repetition, and bureaucratic hoops I had to jump through for a simple account closure was completely unacceptable.

Virgin Media, you need to empower your staff to use common sense rather than forcing them to stick to a script that clearly doesn't apply to every customer’s situation.

I’ve had Virgin internet for 8 years, great service and no complaints otherwise. Do better with your customer service.

To preface all of what I’m going to be saying we have been with virgin media for almost 20 years and have always had problems with reliability and speed however, my mother who is the contract holder hasn’t wanted to change providers due to fear of what will happen and the unknown; this was until recently where they have gone TOO FAR!

This all started out on the 15th of June where we wanted to change the email the account was registered under as due to the merge with o2 the account was now inaccessible without merging the two accounts, however the virgin media account was registered to an old innaccesible @fsmail.net address; contacting Virgin about this had to be done via the live chat as other services are locked behind logging in and when we told them of the problem they said it would take 3-5 days to change the email over to the new one; but 5 days later nothing had been changed and the account was still saying it was the old email, so back I went to contacting and this time I was blatantly lied to with the advisor telling me the email had been changed and that I should wait 2 hours and then try. So I waited the 2 hours and to no one’s suprise still no change so back I went to them this time calling them where I got the reply that due to high demand at the moment the request TO CHANGE AN EMAIL! Would actually take 8-10 days from when we first contacted them and that on the 28th at the latest we could expect this to be done. If you haven’t guessed the 28th came and still nothing! Contacted virgin once again about this and was greeted with the casual remark that a simple email change had not been sent to the right people so nothing had been done and a new ticket would be opened which I was given the timeframe of 3-5 days for the email change which as I’m writing this still hasn’t changed!

If this wasn’t bad enough on the 19th of June through to the 23rd we had a complete outage of internet, at first this was a problem being handled by an engineer and then changed to being a supposed “problem with our hub” and for days we were left being gaslit that we were to blame and when we scheduled an engineer visit they cancelled it the day before as the problem had been identified as a network issue and would be sorted out the next day. Next day came and I was given the update the problem had been sorted out but we still had the same exact problem so here came more gaslighting and finally another engineer visit schedule. The engineer was lovely but she identified that our internet connection had been shut off on the 19th most likely due to our wires causing damage to the local network which we were never told about and were left clueless, all she had to do was change our external splitter cable and we were reconnected now no longer causing damage. A problem that could have been solved on the 19th when our cables were identified as faulty was instead completely ignored and we were lied to and any blame for our problems before this was put solely onto us when this was purely their fault!

We have been offered the bare minimum consolation for our outage in the form of £43 automatic compensation which we were told would go to the card the bill comes out through direct debit. However almost a whole week since being told this no compensation was provided so I once again had to contact Virgin about this alongside the email problem still and was told that the compensation would be taken off the monthly bill which was not what we were told and if we wanted it to the card the next bill would have to be settled before it can be paid into the debit card 10-12 days later, And with us planning on cancelling before this next bill our compensation is unobtainable and disgraceful!

I implore you not to let virgin media talk you into their service with their claims of having the best and most reliable service in the uk (which they let me know whilst trying to have me renew our contract during one of my regular communications with their support with no internet and no access to our account) but if dreadful communication, intermittent and unreliable WiFi, regular outages with no compensation and at a high price sound good then they’re the best!

Edit 30/06/26: after informing virgin media we were looking at other options and being given their offers and turning them down as we had not made a change yet after this discussion they scheduled a new contract for us which was going to start the next day which we only found out about from an email hours later thanking us, I swiftly called them as soon as I saw this and was able to get it cancelled right then before it started, this felt incredibly predatory almost like they were trying to trap us into remaining with them or making us have to pay to get out a contract if we changed.

Virgin media are liars and cheats. On the 1st May I had an email confirming they had received all the equipment back from me as I had moved. I was not able to use virgin media in my new property as there was no access to it. However, they did say they would still have to take £282 on 5th May from me, but it would be refunded within 30 days of receiving the equipment back. We are now on 30th June and I have not received a penny back. I have rung several times and I keep getting fobbed off. I was told on 11th June that the refund had been initiated and I would receive it in my bank account within 14 days. After 14 days I rang them again as I still have not had it and they said it's definitely on its way. 14 days are now up and I still have not received it. They have lied and have cheated me out of my money. I'm now going to go to the ombudsman and failing that I'm taking legal action. I have had enough and I'm absolutely fuming. This is money I cannot afford to lose. DO NOT USE THEM.

Last time I was with Virgin and switched, despite what I thought was a decent notice of just over a month, they billed me at a massively increased rate and also overlapped with my payments for my new broadband supplier. I'm with them again (they had a good offer with decent speed), but just looked at switching (without actually doing it) and immediately got a pretty threatening email warning about paying them any money I owed, using the words dept collectors and threatening my credit rating. It's obviously a standard email they send. I think it's absolutely disgusting. I now think I will leave them no matter what and this time never go back.

Customer service was so rude and cut me off when you can actually get through to speak to someone.
I've been with virgin for over 20 years .
After price increases constantly decided to leave .
Never heard from them in all this time old routers never upgraded .
I should have left earlier
When I did change suppliers had lots of missed calls from virgin .the rudest lady rang me when I said I wasn't going to stay with them, service hasn't been great she hung up on me
I was gobsmacked. Kicking myself for staying so long now.
Avoid don't give them your money

VIRGIN MEDIA or as it actually 🤔 is AT&T is the 💩 cable company here it's also owns SKY and O2 it's AT&T COMCAST it's far too expensive and it's service breaks down all the time so place a CEASE ORDER and move to BT by 📞 0800800150 ok you will save an absolute fortune and not have to put up with AT&T crap service!!

I am with Sky was going to leave spoke with Virgin wasn’t happy with deal was on phone for over an hour so then decided to stay with Sky told Virgin but they would not take No for an answer they hassled me continued to message me saying contract was going ahead very stressful would definitely not recommend them be very careful dealing with them

I have been with Virgin Media for over 20 years.
Here's the breakdown:
Positives:
+Good TV box - top end box better than competitors
+Extremely good broadband when working
+Pretty decent apps - although not the best
Negatives:
- When it goes wrong it GOES WRONG - all or nothing
- Their apps do not adequately diagnose the separation between regional, local, and equipment issues
- Variable customer service - mostly bad
- You have to contact them every time your deal ends to tell them you will leave - otherwise they hike their prices.
- They try to keep you into them by sweetening the deal when you want to leave; there are better options but they make it seem as though it's best to stay with them when, generally, it's not. You'll still have regular, and increasing, outages.
- when you leave, they'll ask for their equipment back (fair and they will rightly charge you if you don't return it) but they'll only ask for what they want back. This leaves you to dispose of the rest. However, they won't make this clear and will just send you a a small box for e.g. the TV box - but not mention the modem, My advice is to put it all in the small box. seal it with duct tape, and send it all back; I suspect they'll otherwise charge. Not clear at all...

I am so pleased that I have left Virgin. It used to be a much better brand and service but the service has taken a deep plunge.

I much prefer leaving positive reviews. I can't here.

Thinking of signing up? My best advice is to think again. Thinking of leaving? Don't leave it as long as I did - there are far better options.

Chad is an outstanding engineer

I have had Virgin Media in the past and found them to be very poor. I am leaving this for my girlfriend, who has the misfortune to be tied in for 18 minths ... She has been without internet for a week due to a storm, had an engineer booked to turn up today from 4 to 7pm - so she left work early! The engineer never showed up! Despicable! Moreover, they tried to fob her off saying it had been moved to Thursday ... but there was no message of any sort. Also, I bet they need to then refer to Openreach (it was a storm afterall ...) Just hopeless. I will encourage her to complain and initiate small claims for services not rendered, which look like they are going to run to a couple of weeks at least for a large household.

Appalling. The price gouge on exiting contract is draconian. All their call centres dial in from suspected spam numbers. No customer service to speak of. Genuinely dreadful.

Been waiting over a week for a manager callback over a bill dispute, was told I’d get one within two hours later. Over a week later and I was charged without callback despite being told I’d be able to discuss the bill first. Complete lies.

Having really good installers Josh the installer has been so helpful it makes me so happy I’ve moved to Virgin