Virgin Media Reviews 

I am extremely disappointed with VirginMedia. The internet
connection is highly unstable and constantly drops, especially during peak hours. To make matters worse, company completely unreliable network and a total waste of money.
"!Avoid at all costs internet is very weak most of the time. It keeps disconnecting and reconnecting, and when it comes back, the speed is very slow. I have restarted my router, but the problem is still happening.
I can’t wait my contract endtime.

Excellent service from Engineer

Waste of time and money do NOT use them the customer service is terrible they only read a script and never listen to you. I received my router on the 25th of hun it is now the 3rd July and still have no internet, which is unacceptable in this damn age, they still want me to pay even though I have had no internet for the past 9 days, I did ask about compensation and I was told I would only get £10.29 I was also told that I would receive a call back within an hour never got that call. And to finish this off some legal advice AI Overview +10 It is not illegal to stop paying for a service you aren't receiving. Under the Consumer Rights Act 2015, service providers must deliver what was agreed upon. If they fail to provide the service, do it poorly, or never start, you are legally entitled to a refund or price reduction

VM have been sending me messages since the beginning of the year to upgrade my service for free, and each time I have completed the request online, but nothing happened.

When I got another message about needing to upgrade to TV360 I decided to call. They told me that they will be sending me a new remote control to use with my old box. The remote arrived today and hey presto, it does not work with the old box. So I am now left with no cable service as the upgrade didn’t work and everything has frozen and I’m watching a blank screen. It’s Friday today and VM are sending an “engineer” out on Monday to fix it. I say “engineer” as all that will happen is that they will fit a new box. I’m sure that I’m not the first person this has happened to. I tried to speak to someone in London but no chance.

Well done on losing another customer.

Rip off merchants. Raised my bill from £91 a month to £221 a month when my contract expired without informing me. Will cancel all my accounts with them now

I made an enquiry about using virgin for my broadband.
After twenty five minutes waiting for someone to answer my call I eventually got through to a call center, a further twenty frustrating minutes to explain I am interested in obtaining virgin broadband I was constantly asked questions not relative to my enquiry, I was passed on to another person and again found it impossible to understand clearly what was said.
I gave up, there is no way I will ever use them after this nightmare experience.
I am happy to stick with my current provider dispite the 40% increase in my monthly charge.

TERRIBLE! they have left me and out neighbors without internet for 3 WEEKS!!! after saying they were going to fix it on the 20th they then sent 5 emails saying different dates. (fortunately we are changing broadband) you cannot talk to an actual person, it's always a ai chat bot hardly a person. i would not recommend virgin to anyone, awful service, awful everything.

I submitted my Order on the 26th April 2026. I got told that Virgin Media would be installed on the 11th May after I had moved house. They did a site survey on the 7th May and said that they would not be possible to attend on the 11th May as they needed to dig up my drive and see what had happened to the wire to the road. I said that was fine.

They then did not attend my house for quite some time, I had to ring Virgin and they gave me a date towards the end of May. I said this was not good enough and cancelled my order.

I thought that was the end of it. They rang me to see why I had cancelled my order and I said that I had lived in the house for a month with no internet and it was not acceptable in this day and age. They promised me that they would get the internet installed by the end of June.

I must put my hands up and say they tried to ring me when they attended my property to say I give them permission to dig up my drive but I did not answer the phone in time and so they went to their next job. I had previously given permission to the telephone call centre but they do not tell the engineers.

I spoke to the person in charge of the engineers for my local area and he agreed that they would come on Monday 29th June. They did not attend and did not let me know that they would not be attending.

I have spoken to Virgin Media today (03.07.26) and was offered another Site Survey - I said I've had loads of these and they keep saying they need to dig up the drive and not attending. Virgin Media offered me another appointment for them to attend with a digger during the latter part of next week and I said that that was ridiculous - my order was submitted on the 26th April and they are now saying that I would not get internet until the end of July. I therefore cancelled the order (again).

I did tell them that I was going to switch my tv and telephone to them but since they have not attended and can't be bothered, I will keep it at Sky.

Shocking customer service.

How helpful Orin:32706 the technician who installed it

The engineer who came to fit my TV and broadband was a credit to you. Quick polite and explained everything clearly. Great start to Virgin

Appalling customer service, had to take a day off work for an engineer to come round, given a time slot and told if nobody was in I would be charged/penalised. nobody came, no apology, frequent calls up to an hour at a time just being passed from one unhelpful scripted person to another. Annoying Disney-esq approach of being greeted like a long lost friend and given assurances that this person will remedy the situation only to be on the phone an hour later more frustrated than when i started.

Please ignore their promises of what speeds and service they offer- look at the reviews, they speak for themselves.

Edit* what a nonsensical reply, in a review that criticises the pointlessness and frustration of calling them, they ask me to call them.

Virgin Media is awful from start to finish. Have broadband and promised speeds we never get but hey-ho we have Internet. The issue is contacting them. Asked for a DD date to be changed which THEY proceeded to do incorrectly they then inform us you can only change it once and it can't be done again. Several calls and promises of call backs later (no call backs BTW) we've now spent another hour on the phone being blind transferred and still no resolve on their mistake. This is just one example of the issues we've had with them. The list (and call logs) go on forever. Customer service seems helpful but in fact is incompetent and talk round in circles until you lose the will to live

Put a review on here the other day. A bad one. There is alot that needs sorting out with this company and I stand by this still. Today though got more messages about sending equipment back because only using broadband didn't need the whole the package so sending tivo unit back. I had phoned them about sending it back and they said get rid. Still sending txt and emails to send it back. Phoned up to sort it out and a lovely lady named Shwetha sorted it out. So this 5 stars are for you. Thank you so much and the lady the other day sorry I didn't get your name.

Patchy service and very expensive. Customer service is a joke. Currently on hold and have been for nearly half an hour. Will probably move broadband providers now as have had enough.

Don't think i've ever had to write a 1 star review before and i'm not someone who has a knee jerk reaction over things, but i cannot stress enough how poorly things were handled by Virgin when i tried to get fibre broadband installed at my property.

Firstly i will say that all the engineers who came to my property were great people and did everything they could to get things set up, my issue is with the behind the scenes side of the company who seem to be completely incompetent and have no idea how to communicate to eachother.

I first signed up to a broadband package in December 2025, a few weeks later the first engineers turned up and unfortunately could not complete the installation as there was an underground blockage where the new cabling was to be fed, i was disappointed but appreciate there's not much they could do at the time. Got a new date 6-7 weeks later once permission was granted from the council to dig the area to clear the blockage, nobody turned up...no communication, nothing. I rang Virgin to see what had happened and i was told they were waiting on permission from my neighbour (never heard of this in my life?) despite the area due to be dug being public property a distance from our houses. My order ended up being cancelled.

Fast forward 3 months, i give them another chance (foolish in retrospect) as i was assured by the Virgin operator on the phone multiple times that the issues i had previously had been resolved...it turns out this was a complete lie, as a different engineer came out and had the same issue as previous.

I actually asked the guy about the permission from my neighbour thing i was told previously, and he said he'd never heard of that before in all his time at the company, so presumably that was another lie from the staff at Virgin i spoke with on the phone.

Anyway, I get a new date for 7 weeks' time for a team to come out and correct the blockage, i take time off to be home for them, what happens? Nothing. Surprise surprise.

I call up Virgin to see what's happening and what do they tell me? "It looks like your order has been cancelled", with absolutely zero explanation, no prior communication by phone or email.

I this point it had been 5-6 months since my first order, to be in exactly the same position as i was at the beginning, all the while paying an excessive amount to Sky whom i was out of contract with (£50 for basic broadband, no tv or anything).

I have now gone with BT who have sorted everything out and got my broadband installed within 5-6 weeks of first signing up, and the communication has been brilliant.

Avoid Virgin at all costs unless you have a penchant for being messed about and lied to for months on end.

PLEASE DO NOT INSULT ME AND MY INTELLIGENCE BY REPSPONDING THAT SOMEONE WILL BE IN TOUCH ASAP JUST TO MAKE IT LOOK LIKE YOU ARE TRYING TO RESOLVE THIS!!! THIS HAS BEEN LOGGED SINCE FEBRUARY IT SHOULDN'T EVEN BE ME CALLING FOR AN UPDATE LET ALONE WAITING A WHOLE WEEK FOR SOMEONE TO RETURN A CALL. THE FACE I HAVE BEEN WITH YOU FOR A NUMBER OF YEARS TOO IS A DISGRACE YOU CLEARLY DON'T CARE ABOUT LOYALTY TO CUSTOMERS!! WHAT DOES ASAP EVEN LOOK LIKE TO THIS COMPANY?! i WILL BE TAKING THIS HIGHER NOW!!

Am now on DAY FIVE of waiting for this joke of a company to actually return my call bearing in mind this has actually been going on since February!! The irony is my issue is their incompetent employees to start with and a huge mistake they made with my mortgage!!

To add insult to injury asked me for my contact details which I responded to straight away and still haven't followed up with me!!!

Disgrace of a company!! Remorgaged a buy to let with them even though have been with them for years, they took double the amount of my account because they didn't have my correct address on file! Their mistake as what do they ask for as ID every time you call oh that's right my address!!
Have had an on going complaint since February which I am constantly chasing!!
Called yet again this morning only to be told their systems are down and to call back. Yet couldn't pass on a message for them to actually call me back which I find inexcusable!! Customer service is beyond a joke!!!

Everything was going well, moving house, can’t move my Virgin Media service as they don’t cover the area I’ll be in. Generously remove early disconnection fee.
However they have decided to cut off the service at midnight of the day I due to move out! Last night in my house cut short due to overzealous removal of the service. Really disappointing end to my use of this company over many years. Am just waiting for the chase now for the hub to be returned in record time as well. Really disappointing guys

Signed up a year ago for their Social Benefit Broadband. No problems for a year, then had to re-validate the benefit with them. Everything went pear shaped! I sent numerous emails, copies of benefits, email. Spoke to them on chat, they said ok sorted. It wasn't, Virgin sent direct debit request to bank, then low and behold the bank paid it, then Virgin returned the payment. No reason, just returned. Then they sent me a default notice that my bank had refused payment, and they wanted payment for the returned DD, and a default fine, and the next months money as well. Yet it was their doing!. I've made complaints, through chat, through emails, tried to phone. Last message from Virgin was they had cancelled the DD as I hadn't paid(I had and they sent it back) that they wouldn't do anymore until I paid the money owed, and the fine, i explained that it was a social agreement, they ignored that, they put the package price up, despite the agreement. NOW THEY HAVE WILL NOT ANSWER ANY EMAILS, AND MY ACCOUNT EMAIL HAS BEEN CANCELLED. THEY HAVE TO BE THE WORST EVER TOWARDS PEOPLE ON SOCIAL PAYMENTS.. DON'T EVEN RISK IT, ITS NOT WORTH THE HASSLE. I still don't know the outcome, as Iv'e even messaged Virgin Managers. I've had to ask family to help as I have Mental Health issues, and can't cope anymore with this. Virgin are disgusting, and show NO mercy with anyone, it all about money!

Well an engineer appointment was made for 8 June....no show....another engineer appointment made for today 2 July....no show.....it's diabolical that we the customer are paying for a service that isn't fit for purpose