Virgin Media Reviews 

Every month I have WiFi issues technician been out twice a whole month without WiFi whilst trying to work from home sick of this service happy to waste my time yet won't fix the problem and want to charge me more joke of a service.

I advise VM during the first week of June that my mother sadly passed away on 31st May 2026. Notwithstanding that they billed her for June. I logged into mum’s account when I saw the bill and asked why the service had not been discontinued since my notification. No response other than a bill for July demanding payment.

UPDATE: The next thing received was an email from Virgin demanding payment of July’s bill with threats of passing on to a debt collection agency if unpaid. I rang Virgin and spoke to a lady called Nazia. She listened and tried to resolve in real-time. Unfortunately the escalation was too time consuming so she said she would follow up and call me later in the day. She was true to her word and confirmed my mum’s estate was due a refund which was now in process.
If Virgin employed more ppl like Nazia

It would be zero if there was that option. I have issues with my hub dropping out. I’ve done all of the checks and waited on the chat for 20 mins for a “customer support “ individual to drop off after 5 minutes because I didn’t respond with 10 seconds of him asking a question. I have screen shots of the so called conversation

Great engineer excellent job. After being let down a few times by virgin and having terrible service from the customer service operators Dave was a welcome experience he was polite, helpful and did the job in great time frame.

Ended up cancelling our services after 4 days and one engineer visit as we have not been able to use WiFi or the TV due to horrendous connection

Oh dear oh dear , So read the reviews and made the mistake to sign up with them. We had issues with sky and wanted Sky sports for the darts so I had to cancel my current broadband as you can have there tv without there boradband. A few of the positives is the Engineer was nice and the actual fitting and setup was 'Fairly' good. One major issues is my house is large and the engineer did not have any power cables for the Extenders and would drop them off. Then the fun started , There so called super fast broadband is so intermittent its unreal. NONE of the alexa's work correctly even the one next to there router. They work for like 4 - 5 minutes then lose connection. Did the same for all three. I have a home network with homeplugs (Never ever had an issue with Plusnet) and the Alexa upstairs connects straight to that and same issue. We tried to watch 4OD (we watch this alot through the TV but tried it through there TV box) and it would stop start , stop start , stop start. I ended up turning that off (This may have been 4OD but I doubt it as watch it a lot , I could not be bothered to try it through the Multimedia tv as it was late). None of the devices connected to it work correctly including them wired in. You could browse ebay and a few pages load and then you click one and just spinning and spinning. You had to go back and click again. I tried everything to fix the issues but I could not sort it. I reset all the devices , switched and wifi and started from scratch and still no joy. At this point my '14 Day cooling off was running out' I had no choice but to contact them. Unfortunately my 'On Line' attempts failed as there English was poor and did not understand. Just kept offering me a cheaper price , I kept saying ' Why do i want something that does not work cheaper ?? ' at this point I got peed of with it and rang Plus.net while online with the so called help desk. The guy online kept telling me I had to pay for the next 30 days , Trust me that is not correct. After I had signed up I then got a number to call and this took me straight to a small team of English people in cancellations who where fair. My only complaint then was they still wanted £28 for the service that didnt work (12 days of rubbish tv and broadband). I had to pay early cancellation (£22 so not to bad) to my old provider and I persoanlly do not think I should have had too. And one silly thing is I gave my son my 40" TV as I signed up when they had a ' Free LG 43" tv ' offer so I am now a TV down , I can hardly go and take it back off my son so I now need to go out and get one. So the fact there service did not work has actually cost me £100 of pounds. On the phone the guy didnt real care about this , but to be fair after reading the reviews it was expected. Its such a shame that Virgin have become this , A proper UK bourn company that has gone rogue and there only interest is profit and to pay people in other countries as little as possible who cant understand you so makes it even more frustrating. For a man / company who built his millions on Great customer service and support with great products I am surprised he is doing nothing to fix the amount of problems he is causing. You can never please 100% of people but get a grip and get your company back to 4-5 stars.

I have been a loyal customer of virgin media for 20+ years. Last year when my contract came up for renewal I was going through a bereavement.
I received a call to renew from a person who holds the record for bad ignorant customer service.
They put my contract up from £49 per month to £75.
My services were also down graded 1/2 speed broadband, greatly reduced tv Chanel and talk removed off my phone.
I explained I’m a pensioner could not pay the £75 I was more or less told take it or feck off!
I had no choice but to renew I was so ill at the time.
Today I received a call from sky and got an amazing deal for £50 per month.
As soon as Virgin received my cancellation I received a threatening email advising I would be put out to a debt agency if I didn’t pay £986.14.
I’ve had to keep the remainder of my contract with Virgin which will be terminated as soon as I can.
Virgin you have turned from been a good company to threatening scum bags.
I seriously hope behaviours like this becomes your downfall .. hang your heads in shame

I wouldn’t even rate them 1 star. I’ve told them multiple times that a direct debit is needed and the app and over the phone won’t do it, I’ve shown them proof of this. They are charging obscene amounts for internet that doesn’t even reach my bathroom. They gave me steps to try, I tried them and sent them proof that their steps were not working. They sent me more steps, I continued to prove they weren’t working via screenshots and screen recordings. Did they give a F? Nope. Kept telling me the same s*t over and over again so I kept telling them over and over again how it wasn’t working. DO NOT GO WITH VIRGIN MEDIA. I’ll be telling all friends and family to leave them and go to sky or EE who have better customer service and will pay leaving fees and credit their customers accounts!!!! I have a son and work from home, if I can’t work from home due to their services then I can’t pay their HIGH bills. I’ll be making formal complaints and taking this further.

I'm scoring a 1 as 0 is not an option. The "Homeworks" feature, which provides senior technical support for an additional £9.99, is an absolute joke. I have an issue with outbound traffic from my router, they were unable to check if traffic was going out ona port. Senior technical team that could only disable firewall or reboot router, for £9.99 a month. Shocking ripoff!!

Horrific customer service more or less double the price once out of contract and would not mach any other provider. They told me if I wanted a better price to leave. So I tried 3 times and they kept hanging up on me. So I used a switching service, then they called me multiple times trying to get me back as a customer after they told me to leave! I will not be going back to Virgin Media. No problems during the contract but horrific once initial contract ends!

Dreadful. As a long time customer of 11 years, having never had a problem before my recent interactions have been futile. We moved house and informed VM 3 weeks prior. On the day of the move they emailed me saying they'd rescheduled our installation on the new property to over a month away!! This was awful as my wife needs the Internet to be able to work for home. I contacted VM and spoke to Jerome who initially couldn't so anything, was very apologetic but then changed his tune and told me its all sorted and VM will come tomorrow and do the install "you have me to thank for that" he said. Next day, nothing. I got an email stating that reschedule had been moved to 3 weeks away. Furous (having been lied to) i contacted VM again and spoke to someone different and they couldn't help again, but they rebooked us in the next day and promised we'd get an engineer come and visit. Next day, nothing. Following day i contact VM and they tell me they cant do the install as they are relying on 3rd party contractors to do the externals on the road before the internals can be done by VM...but assured me it will get done "tomorrow". Its now one week since weve moved in and no one has come out to the property or contacted me. 3 weeks before we moved we informed VM and they soad we had VM access in our area we did everything required to have the installer fit VM the day after we moved. This is awful customer service and they lie by telling you what you want to hear and then not following through or following up. The best they could suggest is we buy a temporary Dongle whilst we wait and they'd reimburse us. Rubbish. Im ready to cancel.

Update. Having been passed through to VM Complaints department I was told yesterday that they were going to call me back with an update on what they are going to do. I told them they had to call me between 9am and 6pm and they agreed that they would. It's now the next day and it's 6pm and no call - as expected. Utter deadloss. Goodbye VM.

Virgin Media has been absolutely appalling for the last two months. I’ve received endless “outage updates” claiming an engineer is on the way, yet nobody has ever attended the area or actually fixed anything. The service has been down more often than it’s been usable, and the communication is nothing more than automated messages that never lead to real action.

What makes it even worse is that I’m paying nearly double what some of Virgin Media’s competitors charge, and for what? Weeks of outages, zero accountability, and no sign of a genuine repair. Completely unacceptable service — I wouldn’t recommend Virgin Media to anyone.

Worst broadband service I've ever experienced. After several years of downtime, terrible customer service and constant price rises, I've finally cancelled my contract. The final insult was Virgin cutting my internet access five days before my contract expires. This company were recently handed a record £50m fine for appalling customer service practices. Avoid at all cost.

I had high hopes for this purchase, but it really fell flat. The item arrived a whole week later than promised, which was frustrating. When it finally got here, I noticed that the quality wasn’t what I expected; it felt cheaper than described. I was particularly looking forward to the unique scent, but it was barely noticeable. On the positive side, customer service was friendly when I reached out for help, but it wasn’t enough to make up for the delays and underwhelming product quality. I’m just left feeling let down.

Always thought good things about virgin media but I have been left highly disappointed by them and they have proven themselves to lie to get money.

Here’s why.

I rang to check rates for contract renewal but they weren’t great so I said I would switch. I was advised on a call which I assume is recorded, to switch asap. I arranged the switch and received an email warning me of an early termination fee. I rang back to check and was assured I was able to switch now and no fee would apply and that the email was sent in error, they even sent an email to confirm this, reassured I asked to raise a complaint to try to have these incorrect emails stopped being sent. I went through the complaint procedure, was apologised to for incorrect email, given £10 goodwill in recognition. All good I thought. The switch went ahead and surprisingly I received a complaint closing email confirming the goodwill credit and now stating I was being charged the fee??!!! I asked complaint to be escalated and got a reply to say as I switched too early, as per process, fee is charged. I went back to ask again for complaint to be escalated and someone to listen to the call I was told I would not be charged, provided email which said I would not be charged and so far nothing back. The charge is not much, however, it is now principle. You cannot tell someone there is no charge then go ahead and charge anyway, it is underhand, shady, untrustworthy and unethical. Due to principle I won’t let this drop and will go to the ombudsman should I not receive a satisfactory response as to what has happened and the charge refunded back to me,

As a pensioner, I decided to leave Virgin Media. The transfer went well. I returned the TV kit on the following day and have a verified receipt for this. I have now received 7 messages threatening and now taking 45 pounds from my account. I have contacted them, which was very difficult and time consuming, on two occasions actually speaking to a living person. On both occasions they have said that it was incorrect and would not go ahead. Today a message arrives saying that they have stolen £45.00 from my account! What on earth is going on. It appears that all internal communication in this company has fallen apart. I will check my account and if this money has been stolen from me will initiate legal proceedings. I was told on the last call that a reply would be sent to me with the resolution, this has not happened. The Trustpilot reply said that I should contact them. I have already spent many wasted hours trying to make contact previously, the onus should be on them not me. This is not the way to treat a 73 year long standing customer who decides to stop the service. It is worth mentioning that if I was not oversold to and the next person had said that I could just keep the internet connection I would not have left. The organisation seems to be seriously adrift and this does not bode well for a business. I write this review directly as a consequence of their action of taking my money incorrectly and the difficulty in reaching anyone rather than AS (artificial stupidity) and the fact that they have not followed up on their previous words.

I switched to Virgin Media from Sky and really regret the decision. The TV package is great but the broadband is dismal. Two years with Sky Broadband and I cant recall a single service interruption. With Virgin Broadband, I have been with them for 6 months, and I seem to have some or other issue at least once every two weeks. Two full outages in July alone.

Communication is also terrible - the app says services are fine but after talking to online agents it is clear there are service issues. It would really help if they sent email communications when there are services issues to keep customers informed.

If you are considering switching I would recommend checking online forums first. Something I regret not doing first.

I have been a loyal customer for many years. The superfast broadband they promised never was fast, often failed. They switched me to a more expensive plan without asking. Now I cannot even log in to my account, they request to confirm my email by sending the link , and when I do this, the website asks again. I have now 10 emails in my mailbox with their requests for email verification. As soon as I get access to my account, I am leaving, I had enough.

My experience with Virgin Media has been incredibly frustrating. I have had an ongoing complaint for over a year, and despite countless phone calls and promises from staff, the issue still hasn’t been resolved.

I believe I was mis-sold my package, and when I tried to get the problem corrected, I was repeatedly passed between departments without any meaningful resolution. I was assured on multiple occasions that I would not be left out of pocket, yet I have continued to be charged incorrectly. Most recently, I was charged £100 despite my agreed monthly contract being £22.

The Resolution Team has been the biggest disappointment. After more than a year, I have received little communication that has actually moved my complaint forward. Instead, I’ve had to spend hours chasing updates and repeating the same information over and over.

As a result of the way this complaint has been handled, I have now decided to escalate the matter to the Communications Ombudsman and seek independent legal advice which is ridiculous, why virgin media cannot get a single thing right I don’t know. They will also unexpectedly apply you to O2 Contracts when talking to the sales team, we all know Virgin media are trained to scam us now thanks to offcom!

I cannot recommend Virgin Media based on my experience. Customer service has been poor, the complaints process has been exhausting, and I have been left feeling ignored and out of pocket. I sincerely hope no other customer has to go through what I have experienced.