Virgin Media Reviews 

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

Good deal and customer service . But down fall signal always intermittent.

Absolutely horrible. WiFi has been down for 2 weeks and they have delayed the fix date 7 times. Raised a formal complaint and no one has bothered to follow up. Customer service agents are apologetic but aren’t taking any action. Do not recommend at all.

Ticket Number: F012342436
Complaint Number: C-260626214

AVOID VIRGIN MEDIA LIKE THE PLAGUE
SHOCKING SERVICE FROM START TO NONE START
Applied to receive their services since March 2nd and was promised delivery on April 3rd.
They have cancelled install for April, May, June, and July,
VIRGIN MEDIA HAVE HUGELY OVER PROMISED AND UNDER DELIVERED BIG TIME.
I implore everyone to avoid this company and go for another WiFi provider.
In all my 55 years on this earth they are the worst.
ITS SO BAD IF THEY OFFERED ME FOR FREE I WOULD RATHER GO WITHOUT.

Poor communication
I even complained to the CEO who was no different from the poor service his team provide!!!!

Would have given 0 stars if I could.

Awful customer service from Kimberley just now. Kept talking over me during a call when I was trying to discuss a potential renewal, and zero attempt to retain my custom.

Watch out, as your price will increase drastically at end of contract and is nowhere near being competitive with new customer offers elsewhere.

My complaint has now been open 4 weeks and we're further away from resolving than when I started. A detailed summary:

1 June – I agreed to upgrade my package to £55 per month, which included Netflix and a streaming box.

5 June – I received a delivery containing only the streaming box cables and remote control. The streaming box itself was missing.

7 June – I opened a formal complaint with Virgin Media explaining that the streaming box had not been delivered.

10 June – I received a response stating that my streaming box had arrived. This was factually incorrect and demonstrated that my complaint had not been read. I replied requesting that someone actually read my complaint before responding.

12 June – I received an unexpected telephone call while I was driving. As I was unable to discuss the matter safely, I again asked that someone read my written complaint and requested advance notice before any future calls.

12 June – I also emailed to ask whether anyone had actually read my complaint. I received no response.

18 June – I received another unexpected phone call. Once again, the adviser insisted that I had received the streaming box, confirming that my complaint still had not been properly reviewed. After approximately 20 minutes, I was told I would receive a further call on Saturday.

20 June – I received the promised call, only to be told yet again that I had received the box. After explaining for a third time that I had not, I was placed on hold for several minutes before being told someone would call me back on Monday.

21 June – No call was received.

22 June – No call was received. Instead, I received an email informing me that my monthly bill had been increased from £55 to £75, despite me never agreeing to any such change.

23 June – No contact.

24 June – No contact.

29 June – Still no contact

30 June- still no contact,so I rang them. They promised to follow up with an email

1st July- still no contact

2nd July - still no contact

Response to virgin reply: you have my details, your ceo has my details, its an open complaint that you are purposefully avoiding responding to and ive now brought my MP into the discussion. Don't try and post here acting like im withholding information, its all on file, this is a review to make sure the public are aware of your harassment techniques to sell and then lack of service once contract is agreed.

Yesterday I had engineer Ryan (41561) and he’s learned colleague Charlie (41807) come round to install fibre into our new house that we moved into that very day. Both technicians were polite, professional and really helpful. As a family we were very satisfied with the level of service we received.

Ordered the 1gig internet package but only getting 150 - 200mbps

Internet outage has halted my work and all home data services today 2 July. VM cannot get anyone here to fix things for four days in a Birmingham suburban unless you pay extra at £9 per hour on top of the hefty monthly charge. VM is like the NHS and private health care. Disgusted with the service. I would give it worse than one star if I could and will now look at the options to exit VM at the earliest point. Absolutely stressed and disgusted with the (lack of) service.

I have to give credit where it is due. Although I haven't experienced any technical issues, I am writing this review concerning the purchase and then installation of my fibre Broadband. From start to finish, I have had excellent service from all the installers and communications from Virgin Media. Installed,up and running and cables connected within 2 weeks.No problems. Very courteous and professional installers. Well done

AVOID AVOID AVOID.
been waiting a month for external installation. Have been told multiple times that it was booked to be installed on the day that I call (convenient) yet no one can ever give a reason why it hasn’t been done. Was assured my internal installation and therefore internet would be completed and ready to use by 7th July but have now been told that is unlikely. So their solution is for me ‘just to wait’ to see when it is installed
If there is a business that deserves to go into administration it’s this one
Waste of time

I switched my Direct Debit Instruction to my other Bank account a few weeks ago. This was weeks in advance of the next due bill.

But When the next bill was due, No money was charged and taken from the account despite it being offically set-up as verified by my own online banking direct debit section and when logged into my account on MyVirginMedia.

I rang Virgin Media the next day to enquire as to why they had not taken the money to which they had no idea and no expanation. I was then told by the Advisor that " It will be charged today" instead. This never happened.

So I rand them *again* the next day, July 1st, to let them be aware of the situation and the Advisor also had no concrete reason as to why, telling me that " *maybe* The System can sometimes be confused if you change your Direct Debit Instruction", and that you're Account will now likely be considered as having a late payment and will now likely *be charged a Late Payment Fee*.

So not only has the Customer done nothing wrong here at all; but because of their own System error not knowing how to bill someone correctly in a circumstance such as this they actually can CHARGE YOU a Late Payment Fee.

I had to spend about 30 mins on the phone on July 1st with them to let them know about all of this in a bid to stop this, as my account could potentially accrue charge after charge month after month. The only "solution" they had is that will manually credit the account the Fee equivalent this month only, I have no idea if this is going to keep charging me now in future months and neither did the Advisor, with no assurance of actually fixing the root problem of their System.

This means that now not only do I likely have a Late Payment Charge incoming on my account despite doing nothing wrong at all, but potentially even more next month and thereafter because there System "is confused" by the change of a Direct Debit.

It is only because I was aware of the situation that I could call them up and tell them; Imagine older people in their 80's for example that wouldn't have a clue this was going on and what their System is doing, charging them for zero reason.

Even the Customer Support agent was in a very defensive stance of ' Let's try to make the Company look like it hasn't done anything wrong here", that was the attitude. They even accused me on the phone of "being confused" when they thought I didn't understand their explanation when they were actually the one that was confused; I was stating that I needed written confirmation that they would refund me the amount as their collegue the day before had already proven that you can't take words over the phone as certain.

Two phone calls over two days totalling 40 minutes of my time to receive a patchwork solution with no assurance of when the root problem will even be solved, I now have to keep an eye on what is being charged next month. the fact that a major company as this has a System Error such as this that they are aware of as the Advisor revealed that, all at the cost of the Customers bank balance is wholly unacceptable.

Absolute rubbish company.. in hemel hempstead... run a company they could not run a bath. 2 seperate days now a so called outage. They expect you to pay your bill quickly shame they dont think about getting the service running properly. Broadband goes down. Cannot do anywork on computor. Cannot use land line phone. Cannot use alexa as this runs of wi-fi. Trying to phone them up is totally useless. As they say the lunatics are running the asylum .

Why do not have 0 star option?
The Internet connection has been unstable for more than 10 days, every day I call the customer service, the attitude is nice, but they keep lying :today we will send a technician - - - but never ever turn up for 10 days--why do we still continue our contract with this rubbish company? BS6 5DJ