Virgin Media Reviews 

I would like to provide feedback on my recent experience renewing my Virgin Media contract.

I have been a loyal Virgin Media customer for over five years and wanted to continue my service. However, the renewal experience has been extremely frustrating and has left me feeling that existing customers are not valued.

When I first contacted Virgin Media about renewing, I was offered a package at £26 per month. When I asked if there was any way to improve the offer, I was told that no further discount was available. Despite this, I could see better offers being advertised to new customers online.

After coming back to discuss my renewal, the price had increased to £36 per month. When I declined that offer, I was then quoted £47 per month and was told that this was due to the system and that agents had no ability to override or adjust the price.

This was extremely disappointing. As a customer of over five years, I expected my loyalty to be recognised, but instead it felt like every attempt to renew resulted in a higher price. The fact that different prices appeared at different times, while I was repeatedly told nothing could be done, has made the process feel unfair and frustrating.

I would encourage Virgin Media to review how renewal pricing is handled for existing customers. Long-term customers should not feel like they have to leave or fight through multiple conversations just to receive a fair offer.

They are the worst provider ever, it takes hours to get to the costumer service .

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 internet. No reason given. Nothing. Fortunately my contract expires next week. Avoid this company as this isn't the first outage I've experienced with them and wouldn't be the last!

I had a door to door representative set me up on Virgin broadband with the promise that they would buy cancel my previous contract and but it out for me. On the day i went live with Virgin I realised I have no email from my previous provider about the contract been cancelled. I contacted virgin media - after an hour they informed me that my previous contract had not been cancelled and i will have to pay this out of pocket myself and then claim back the costs over monthly billing with Virgin. I was not willing to be £250 out of pocket for there mistake.

I decided then to cancel as I was in day 1 of my 14 day cooling off period. after another 1.5 hours on live chat, virgin cancelled my contract and informed me i owed them £94 for "used services". My virgin broadband had been live for 4 hours at this point.

When I asked them to explain the charges they eventually agreed to waive the fees without explanation of them. I do not quite trust this will be the case still and felt the need to screenshot the live chat.

I feel I was failed from the very start and lost an entire evening trying to cancel the contract, threatened with owed fees during the cooling period only AFTER cancelling with no prior warning.

I am a new customer as of just 2 months. Last Friday I received an email stating that I owed Virgin Media £409:99 which I suspected was a scam email. However I checked my bank account which confirmed no direct debits had ever been taken. I called them (not an easy task) to discuss the issue. Turns out they have had issues recently with new customers not having their direct debits set up.
I decided to escalate the complaint as I have not received my SIM card for my mobile phone as per contract and the alarm bells are ringing regarding VirginMedias customer service. The call handler at the time agreed their service had fell short and she would raise the complaint. I received an email confirming the complaint reference and that I would get a call back within 72 hours. Yesterday I received my call back or so I thought!! The call was about monies due to them and if I didn’t pay approx £255 straight away I would have my services cut off. I was shocked!! I tried to explain the situation and pass on the complaint reference details, she told me VirginMedia don’t have a complaints department, each complaint is sorted out with whatever relevant department it falls. Funnily enough at this point of the conversation she stated that she couldn’t hear me properly on the call? I have no issues with my phone connection and never have. She then vanished. Since the call ended I tried to call back but all it does is directs me down the automated payment route!!! I have also not received any email confirming that telephone call nor the actions they took next.
Today I have woke up to no internet nor TV. Excellent work Virgin Media!!!

Thanks for replying Virgin Media. Still awaiting a call back as per complaints email yous sent. 03/July/26

If anyone is thinking of joining Virgin Media, DONT. I changed from Virgin to Sky on 4 March 26 and the experience has been very very stressful. I have written twice to Virgin after getting absolutely no satisfaction from calling the call centre in India. That’s the only telephone number they give. One correspondence I received gave three different email addresses so I tried using these. However each one came back as invalid address!! Virgin had advised me that Sky had not advised them that the actual change had been completed and I should phone them to sort it out!!! Sky advised that they had carried out the correct procedures and that they had experienced this problem with Virgin on more occasions than the can remember!!!!!!! Virgin have now passed me to a debt agency DESPITE my requests in writing to sort this. I requested 3 times for the appropriate return of equipment details , which I have only just received (25 June) and been advised that £40 has been added to my debt until received back. I requested in my last correspondence for a breakdown of costs up until the dated of change to sky but havent received anything back. Their last correspondence did not address this request and finally confirmed that my disconnected in MAY!!!! To say my experience with Virgin Media has been very stressful is an understatement. The way the operate in my opinion is a the very least incompetent. If I could give a minus score it would be -10. 😡

Do you enjoy endless scrolling through BOT chats?
Do you like incorrect bills?
If you answered yes to the above, then Virgin Media is the streaming service for you. Awful. Will be leaving as soon as my contract is up.

Sorry I chose you, Virgin, but you’re not ready to do the work I’m paying you for. It’s not funny in this day and age when an internet provider is as reliable as a sunny day.

What makes you think you have what it takes to offer this service? You do not.

I was very happy with virgin for my WiFi.
Moved house to find they don't cover my new area.
So, as requested I sent back my hardware to them.
Received a cheque for £6 only to find they've put a default on my credit file smashing the life out of my credit score which is going to cause major problems.
20+ mins trying to get through on the phone.
Said one thing and then did the dirty! Not happy at all

Absolute shit show of a company ! But a pleasure to run rings around as they are so silly. Free perks for eternity as they can’t stop messing up & failing to uphold their contract.

This is the worst service provider in the world. they have no service and they provide absolutely nothing so i dont even know what this is, its just ______. their entire team is full of liars and incompetent people. they are lazy, filled with sloth to their necks. the customer service team are deaf and the managers are busy watching tiktok videos on how to run a company. avoid at all costs.

Internet is good and reliable and that’s where the pros ends. They added a new AI bot while calling and chatting which doesn’t do anything except causing unnecessary pain. Everytime I try to reach out to them, that AI bot takes as long as 30mins with same shitty response and hangs up the line. Not sure how come a mainstream company takes such absurd decision. If you don’t want your customer to reach out to you, you can simply turn off the line .

​I have been a loyal Virgin Media customer for years, but trying to cancel my contract because I am moving houses has been an absolute nightmare. They have intentionally engineered their entire process to make leaving as difficult and painful as possible.
​First, they intentionally hide the cancellation phone number on their website.

Once you finally track it down and brave a 30-minute hold, the first agent tells you you're in the "wrong department" and transfers you. Then, the real game begins. Over the last 3 days, I have tried to cancel 3 separate times. Every single time I told the agent I would not be transferring my contract to the new house, the line "mysteriously" dropped. On the third attempt, the agent didn't even hang up, he just set the phone down and left me on hold for 40 minutes hoping I would give up. This isn't a coincidence; it is standard practice.

​To make matters worse, their contracts are designed like a trap: they double the price after your initial term to force you into a massive bill, and if you try to leave or move, they punish you with extreme friction. Their customer service is deceitful, unprofessional, and entirely built around trapping your money.

Save yourself the stress and avoid Virgin Media at all costs

Customer service is just awful. They pretty much never get back to you, and stupidly even though I know there customer service is really bad I just renewed, and now I'm tied in for 2 years and surprise, surprise I can't get the new channels activated and I've had to raise a complaint on my complaint on the poor customer service and they are ignoring me and working at a snails pace to resolve this. Only thing stopping me moving is Sky doesn't look much better but next time I have to try SKY if they have a competitive deal. Enough is enough!

Had Virgin media for just over a year and had no problems speed wise. However when renewal came up it was a nightmare.
Their customer support is all overseas, they are unable to break the script and didn't understand the questions I was asking. It took all day to get the answer I wanted from them.
The experience has really put me off renewing, it their customer support is this bad when they're trying to win me over how much worse will it be when I have a problem!?

Update: it took me a further TWO HOURS to cancel my account. Turns out I missed the 30 day cut off because you sent me the reminder email 29 days before the end, which seems intentional to keep me locked in. I absolutely will not contact more of your useless customer service to go around in circles for hours again!

Be careful when trying to leave; I have been asking for a final invoice for 2 months, after paying the final lump sum over the phone on 4th May. They are now saying I 'paid too early' so they can not produce an invoice to say my account is 0, or that I paid that amount at all. They keep confirming by email that I did pay it, but won't provide documentation to prove it; or prove that my account is closed. They had no problem taking the money, and there was no discussion about it being too early, but when it comes to proving that I have settled up, they are refusing to provide any evidence. The customer service agents are also indignant

a disgusting board brand. the customer service is pretty good but website app and all over the their problem is they don't do things correctly and on right time because one of my payment due on 17 June and I visit the website to pay but didn't go any option to pay and now they're charging me £47 as for late pay, please never ever get the virgin media broadband because it's awful. really really really awful.

It is with a heavy heart that I write this review. I was with Talk Talk for over 10 years, I got sick of the absolute shambles of what Talk Talk call customer service, So I started a contract with Virgin media. I have been with them for only a matter of weeks and already I am looking for another ISP. Credit where credit is due. Virgin is the best value for internet speed and thier equipment is much better than Talk Talk,however. It's all worthless unless it works and is maintained properly. So my broadband went down 4 days ago, I attempted to book an engineer, they told me that no one was available untill Wednesday (tomorrow) unless I signed up for the Homeworks package, which ment I would get a visit from the engineer today, so I went ahead with the Homeworks, the slot was from 8 am to 12 pm, I explained that it was essential that my Internet was up ASAP as I need it for me to work. Come 12oclock I still had no visit. I contacted them, to be told the slot had been cancelled, they did not notify me of the cancellation ! So I have been sitting waiting for a engineer that was never coming, I have now been told they can not get to me untill Friday 3rd. I am now set to loose hundreds of pounds because I can not work, it's also likely I will loose clients due to not being able to work, so it has the potential for me to loose thousands of pounds. I simply can not be doing this again and have lost all faith in them, which is disappointing to say the least, I expected better from Virgin. I will have to to pay £488 for early exit fees, which I am happy to pay as I need a reliable ISP. I hope to have found a new ISP and cancel my contract by the end of tomorrow. (Hopefully today) So, to sum up. If you need a consistently reliable ISP then dont waste your time with Virgin. If you just need a basic service which is no better than Talk Talk , then by all means crack on. I appreciate that problems arise and sometimes it just can not be helped, but to be without service for over a week, possibly much longer ,is just NOT acceptable. Shame really, because untill now they was doing great. I can only hope to get away from this ASAP. Thanks a bunch, Virgin !

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.