Reoccurring faults for months Continuous phone calls to not avail just security questions after security questions. Box says faulty still won’t send out engineer to confirm just go through process a... See more
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Review summary
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What people talk about most
Reviews shaping this summary
Worst Internet in the world. Can't connect to the Internet, all the time connected, then disconnected. Max, can connect 2 PC, rest, like PS5, phones etc not connecting to the Internet at all, or conn... See more
Company replied
When the broadband works, it works. But I've now had no broadband for nearly 48 hours and the very unhelpful updates tell me it might be another 24 hours before it's fixed, so 72 hours with no interne... See more
Company replied
AVOID AT ALL COST!!! Dreadful service! Spent the last 5 nights and another well over an hour on phone to them today onto tech team after they 'upgraded' me & services didn't work afterwards. Twice p... See more
Company replied
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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Non pay refferal scheme!!!
Internet is o.k but I wouldn't have any other services from this company. The main thing that really annoys me is their refferal scheme, they just don't want to pay after recommending customers. DO NOT use the refferal scheme by this company, you won't get paid what they offer! They take the money from the new customer you've reffered but will go out of their way not to pay the £50 they offer! Staff lie and 'pass the book'. LOL...ironic how they want to get in touch now. I am having to contact 'the authorities' to make them pay what they owe me. I have numerous calls recorded with nothing but lies from this company. Its not only the lies, its 'rogue billing'...they also tried to take £61 from my account when I owed them nothing! Do yourself a favour, avoid this company and their lies!
July 7, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4wyfpug
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wyZEmS
do not use Virgin Media / change provider
do not use Virgin Media. No wifi at our house, call centre in India keep me on phone for 90 mins and do nothing. Customer service agent was beyond rude. In the end engineer was booked, then from India they cancel the engineer because they(not the customer) believe the wifi now works and it doesn't. DO NOT CONTRACT with Virgin Media - no service and no customer service. 0 out of 10
June 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4eK8EiQ
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4f1cov0
Wonder if I've made a big mistake
Wonder if I've made a big mistake? Was with another company which charged extortionate mouthly installments which half the time the broadband didn't work. So a couple people said virgin and I looked into it and it was a lot fast download and a lot cheaper so thought why look a gift horse...blah blah. Well to begin with, ordered all went through and closed. Next day email asking to finish order?? So I looked and order was still open so I did it again but couldn't get the same day so had to rearrange stuff (annoying) I rang to check it had all gone through person spoke very bad english so didn't get my answer! so waited. Then 10+ emails a day! for the next 2 weeks saying order complete, order not complete, set up on this day, set upon that day, I egnored worst is I have no broadband so go else where. Finally the day arrived and tbh I couldn't fault the 3chaps installing very informative very friendly in a blink it was all done no mess no fuss. Then the day came to pay my bill which I did 4 days before it was due and it all went through fine.... Then 5days later get email saying your payment declined! To which the email got a 🖕as I know it's cleared, so virgin Media you really need to get your acted together when sending emails they are not in order nor ever correct. So now the count down till contract ends 😕
July 7, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/3SJ48IU
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3SJ4aAw
I could even give 0
I could even give 0. Substantial increases to my broadband charges. Terrible customer service.
When I first joined Virgin Media, my broadband cost approximately £28–£29 per month. Despite receiving substantially the same service and requesting no upgrades, my monthly charges increased to around £32, then approximately £40, then over £50, and my latest bill has risen to £64.69. No explanation. No 'hey, we are going to do this and that..'
I have submitted three complaints to Virgin Media. Although I received an initial response, my subsequent complaints have not been answered. I have therefore been left without a satisfactory resolution despite making repeated efforts to engage through the company's complaints process.
I am concerned that I have been treated unfairly, that the complaints process has not been properly followed, and that the charges now being demanded are unaffordable and disproportionate compared with the service provided.
July 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4gZiMFQ
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3TmYpIP
Bad WiFi
WiFi so slow tried getting it fixed and nothing changed. Will be switching broadbands
July 6, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review.
We're sorry to hear that you're having an issue with your WiFi connection.
There are so many things that can influence a WiFi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and WiFi connection is interfering with yours.
Due to this, I'm afraid that we're only able to offer limited help. Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following.
• It's out in the open if possible.
• If positioned near the TV that it's next to it, not behind it.
• It's away from large bodies of water (e.g. fish tanks).
• It's away from baby monitors, cordless phones and radios.
• It's away from microwaves.
Think of the Hub as a radio and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the WiFi connection.
If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
If after going through the self-checks you still need some help, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/3R189rp
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44fjiYY
Russel was a great engineer to have…
Russel was a great engineer to have install my WIFI very friendly and very considerate of his surroundings
July 4, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave us a review.
We're so glad to hear that you're enjoying our services. We're sure that this will continue, but if you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4p7FJIR
Continuous Broadband Outages
If I knew Virgin Media was going to have continuous outages I most certainly wouldn't have signed up with them. They also don’t least an hour, but sometimes days on end!
Stay away if you want reliable broadband in Hampshire!!!
July 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/3TkUNXM
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3SI6U13
Outdoor installation faultless
Outdoor installation faultless, indoor not so great, the engineer was quick and polite but I hope in future virgin invest in Hoover's or a dust pan and brush so all the drill dust and screws can get bloody cleaned up
As instructed I phoned the number given, had to make up the option as there is no installation engineer left my house a mess option, got through and had difficulty with the lady understanding what was going on but got there in the end.
July 4, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/3T2Jm72
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wu7CgH
My contract coming to an end for 1gig…
My contract coming to an end for 1gig broadband, £35 a month, wanted to put it up to £80 fed up bartering as a loyal customer gone to EE 1.6 gig £33 month virgin pestering me to stay now no chance. No loyalty anymore change all the time save money
July 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4y5BC4a
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4gTSpRG
Not Fit for Purpose.
Whilst the people you speak to are extremely helpful, this doesn't solve the actual problem.
I have been with Virgin media, this time, for 2 months and during that time I have been without WiFi almost daily. This is blamed on 'outages' in my area.
Whilst they credited my account with £30, whoopy doo, this doesn't take into account the frustration caused and the extremely lengthy telephone calls explaining it over and over again.
The service they 'provide,' or not, as the case may be, is shocking and basically 'Not Fit for Purpose.'
July 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4y4S6cU
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4eK8vMk
Virgin media absolute rubbish customer…
Virgin media absolute rubbish customer service phoned up to renew my broadband and TV which was going to be £40.70 10p less than I am currently paying and I can get it £10 cheaper which I told them and they came back a d understood that it CAN be cheaper then tried to charge me £81 double the amount 🤣🤣They really value their own customers🤣🤣🤣🤣Garbage
July 6, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
If you would like to discuss this matter further with a member of our team, please give us a call on 150 (free of charge) from a Virgin Media landline, or you can call 0345 454 1111 from any other phone.
We are here to help and would really like to get this issue resolved for you.
I moved home and since in our new home…
I moved home and since in our new home our virgin media signal is terrible. I should get around 250mbps but nowhere nesr this. Upstairs allways disconnecting. Our wifi extender can not find our router even when my phone is connected to our WiFi. Netflix allways disconnecting. We had a WiFi hub 6 sent out and our internet is even worse then before I'm using my ee phone internet . Not good atall
July 6, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review.
We're sorry to hear that you're having an issue with your WiFi connection.
There are so many things that can influence a WiFi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and WiFi connection is interfering with yours.
Due to this, I'm afraid that we're only able to offer limited help. Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following.
• It's out in the open if possible.
• If positioned near the TV that it's next to it, not behind it.
• It's away from large bodies of water (e.g. fish tanks).
• It's away from baby monitors, cordless phones and radios.
• It's away from microwaves.
Think of the Hub as a radio and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the WiFi connection.
If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
If after going through the self-checks you still need some help, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4vThj8K
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4f4eTwI
The engineer was first class
The engineer was first class. Very thorough and professional. A good staff advocate for Virgin Media. 5* service.
July 4, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave us a review.
We're so glad to hear that you're happy with our customer service. We're sure that this will continue, but if you do need our help with anything else, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4veeYnC
The sales person came to us to sell the…
IThe sales person came to us to sell the broadband deal. I signed the contract on the iPad and when I received email monthly payments differ to what he said and it supposed to be all free of charge ( installation, exit fees with previous provider etc.). I had also there installation cost of 30£ which I wasn't informed about. Sales person just said " don't worry about nothing". I ended up calling VM twice. They did sort monthly payments but they said they can't do nothing about installation cost. Seriously? It took my time and just left me frustrated. As there is cooling off period I will have to look into cancelling the deal now. Again it cost time and I have to chase after other deal somewhere. They obviously don't look after the clients or to keep new clients in. But the sales men did great job - sign as much deals as possible by end of month ( it was last day of June).
Reply: I hear to call customer service below on VM reply, they told me on same numbers below they can't do nothing about installation costs. What is even more funny if you check USwitch it says no extra costs as well.
June 30, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/3QVp4Mg
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44ilCON
Has anyone ever found those ridiculous…
Has anyone ever found those ridiculous chat bots useful? VM are no exception, takes ages to get the rough to an advisor who then asks the same questions as the BOT. Furthermore, the delay in replying between messages is outrageous! Then you get disconnected (presumably for idle time). Had to do the process twice and got disconnected both times. Now been holding on to speak to someone for 25 minutes! I’m glad I’ve left VM the customer service needs improving.
July 6, 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide. We're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4y7ux31
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fn8myA
Scam
Even though I returned the internet kit and had a conversation with them in which they acknowledged that they had received it and that the issue had been resolved, they keep telling me I have to pay £45. Whether it’s incompetence or bad faith doesn’t even matter as long as they want to steal my money. Avoid doing business with them!
July 6, 2026
Unprompted review
Reply from Virgin Media
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4y7uunR
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fmPoYP
useless spazdicks all of them I…
useless spazdicks all of them I can’t even write this review with their WiFi. Btw we’ve fully set up every aspect of virgin media and brought their best WiFi and it still doesn’t work. I live in Ealing in case anyone’s wondering. Don’t buy in this location
July 6, 2026
Unprompted review
Can Virgin Media come to the Diary Room?
Virgin Media - Day 3 without broadband... 😕
Then there's O2 as my backup for calls and texts, except it seems I'm only managing around 2.5G signal here.☎️
🖌🎨
The biggest worry isn't missing Netflix or social media.
🚨
It's being without my community alarm service, which relies on my broadband router. With my health, that's not an inconvenience—it's an essential lifeline.
🚨
I'm incredibly fortunate to have the amazing team at Invercare 🦸♂️, but understandably they're not available 24/7. Having to wait until tomorrow afternoon for an engineer has left me without that reassurance all weekend, and that's a situation no vulnerable customer should have to face. #Thankyou NHS 24 & 🦸♀️
North Lanarkshire Council #EmergencyTeams
BM
Cumbernauld
G67
6/7/26 Addendum -
Dear VM,
Thankyou for a swift response.
I did reach out All weekend but
no-one was available for a reply or to assist me..
I reached out again as per your reply today, but sadly your voicemail is on asking me to leave a message via Tesco Mobile?
I then tried to call you on the landline number you provide but your colleague had little knowledge of the Trustpilot platform or who could help me.
22 minutes.
Please can you tell me why you'd leave a message for me to reach out specifically to talk to someone I assume about my review on Trustpilot, and when I reach out there is no-one on that landline to take my call about my review or the concerns I've raised?
Ihave no wish to deal with my business publicity or to repeat my concerns listed from Friday 3rd June over and over again. But normal customer service channels seem too busy,or like today not available.
Very frustrating.
BM
G67
July 3, 2026
Unprompted review
Reply from Virgin Media
Hi Bob,
Thank you for taking the time to leave us a review. We’re really sorry to hear that your experience hasn’t been a positive one.
As Trustpilot is a third‑party review platform, we don’t have access to your account details and aren’t able to discuss or resolve account‑specific matters directly through reviews. However, we’d genuinely like the opportunity to look into this further and help get things back on track.
Please reach out to us using one of the contact options below, and one of our team will be happy to assist you:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fkYfu5
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We look forward to hearing from you and helping resolve this as quickly as possible.
I would not give any stars if I could
I would not give any stars if I could. The constant sign in loop and have not been able to sign in for months. I will be leaving when my contract ends in December. Think I will switch to sky or try other alternatives.
July 5, 2026
Unprompted review
Reply from Virgin Media
Hi Steven,
Thank you for taking the time to leave us a review. We’re really sorry to hear that your experience hasn’t been a positive one.
As Trustpilot is a third‑party review platform, we don’t have access to your account details and aren’t able to discuss or resolve account‑specific matters directly through reviews. However, we’d genuinely like the opportunity to look into this further and help get things back on track.
Please reach out to us using one of the contact options below, and one of our team will be happy to assist you:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4brYd17
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We look forward to hearing from you and helping resolve this as quickly as possible.
So much room for improvement
So much room for improvement. They don't seem to give a shit.
July 5, 2026
Unprompted review
Reply from Virgin Media
Hi there,
Thank you for taking the time to leave us a review. We’re really sorry to hear that your experience hasn’t been a positive one.
As Trustpilot is a third‑party review platform, we don’t have access to your account details and aren’t able to discuss or resolve account‑specific matters directly through reviews. However, we’d genuinely like the opportunity to look into this further and help get things back on track.
Please reach out to us using one of the contact options below, and one of our team will be happy to assist you:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4wp9bwt
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We look forward to hearing from you and helping resolve this as quickly as possible.
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