abysmal service, paid extra for better connection and it barely reaches downstairs. no support with install when outlet was in a weird position. they double bill if you don't cancel two months before... See more
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Clearly a cover up fake organization just set up to scam people until the government will eventually have to step in. They grease up politicians and do shady deals to have the monopoly on areas and th... See more
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Not a reliable service. Contract up soon, will not be renewing. Broadband drops out but Virgin says service working, then wait for 24 hours before asking for a callout in case it fixes itself. If this... See more
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I've spoken to 4 advisors so far and all have been unable to activate our free Netflix subscription. All have tried the same fix even though I've told them it's not working. Asked for a credit to cove... See more
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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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Terrible customer service
First they call my hasband 5-6 times a day, then it is almost impossible to cancel account. It took an hour of chatting or more.
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Nadia,
Thank you for taking the time to leave a review.
We're sorry to hear that you've had a poor experience with our services. This is disappointing to learn, as it falls short of the standard of service we aim to provide to all our customers.
We'd welcome the opportunity to discuss your concerns further and investigate what has happened. Please get in touch with us using one of the contact methods below, and a member of our team will be happy to assist.
Call: 150 (free from a Virgin Media landline) or 0345 454 1111 from any other phone
X: https://bit.ly/4fpA3FU
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wPXWNJ
Thank you for bringing this to our attention. We value your feedback and hope to have the opportunity to address your concerns and improve your experience with Virgin Media.
Virgin messages are useless
I have 6 Virgin Media accounts for rental properties. All the SMS and emails don't specify the account number or better still the supply address, so I have no chance of knowing which property the message applies to, for example network outages or switching to IP phones. Today I have a router upgrade being delivered but I have no idea where it is going! Amazing that they do not show the account number, its common sense!
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Paul,
Thank you for taking the time to leave a review.
We're sorry to hear about the difficulties you've experienced managing multiple Virgin Media accounts. We appreciate how important it is to be able to easily identify which account or property our communications relate to, particularly when receiving service updates, outage notifications, or delivery information.
Likewise, we understand your frustration regarding the lack of account numbers or service addresses within SMS and email communications, and how this can create confusion when managing several properties. Your feedback highlights an area where we can improve the customer experience for multi-account holders.
We'd welcome the opportunity to discuss your concerns further and ensure you're able to identify where the router upgrade is being delivered. Please contact us using one of the methods below, and we'll be happy to help.
Call: 150 (free from a Virgin Media landline) or 0345 454 1111 from any other phone
X: https://bit.ly/4psu0EU
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fbBRUc
Avoid at all costs
Virgin Media turned a straightforward cancellation into months of unnecessary stress. They repeatedly failed to explain the charges, gave contradictory explanations of the same bill, blocked access to my account through endless verification issues, and referred the disputed balance to debt collectors. I had to take the case to CISAS, where the adjudicator found that Virgin Media had failed to explain the billing to the standard reasonably expected and ordered an apology and compensation. Customer service like this is unacceptable.
25 December 2025
Unprompted review
Reply from Virgin Media
Hello Birtan,
Thanks for taking the time to leave us a review here on Trustpilot, which will help us to improve the services that we offer to all of our customers. We're very sorry to hear that this has happened to you. We're keen to know more, so we can help put things right. Please get in touch using one of the below contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4bPPiGZ
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3SZk0Hp
The team will be happy to assist via any of those methods.
LIES AND SHARP PRACTICE TO AVOID PAYING WHAT THEY SHOULD
Their agent ASIM cold called my house, found out I was out of contract with Vodafone. As I wasn't in any contract he offered me £200 credit to a Virgin Media account if sign with them,sadly I did
I agreed the original contract on 17/03/26 of £35.99 per month
They will not honour what their agent offered even though I have text to prove it he offered me £200 signing on credit. The agent repeatedly assured me I would get it, but as the old saying goes there's no honour among thieves and they are the worst.
And there’s more they had to cancel the original installation 2/04/26 due to external works problems.
They did pay for cancelling the appointment and daily failure to install compensation
On 12/05/26 they sent a new contract to get out of paying OFCOM failure to install daily charge
On 15/05/26 sent new contract with price increase to £37.99 but with no customer account number on it
On 27/05/26 they yet again resent a contract at £37.99 but changed my customer number which stopped me fully accessing my account
They don’t honour what their agents offer.
They use SHARP PRACTICE sending revised contracts to get out of paying OFCOM £6.46 per day for delayed activation of a new service
Hilariously they say they are proud to be members of the OFCOM scheme
17/07/26 This is the 4th time I've had to contact them they won't honour what their agent offers so I've got a Deadlock complaint to be opened.
If they cant resolve it by paying what they should I will
take it up with the Communication Ombudsman
If that fails Small Claims Court here we come
17 July 2026
Unprompted review
Reply from Virgin Media
Hello David,
Thank you for taking the time to leave a review.
We are sorry to hear about your experience and appreciate the concerns you have raised regarding the sales process, the account credit you were advised would be applied, and the delays and changes surrounding your installation and contract.
We understand how frustrating this situation must be, particularly when you believe you were promised a £200 account credit and have retained evidence of those communications. Furthermore, we also recognise your concerns regarding the contract amendments and the impact these may have had on your account access and compensation expectations.
We'd like the opportunity to investigate this matter further and ensure your concerns are reviewed appropriately. Please contact us using one of the methods below so that we can access your account and discuss the next steps with you.
Call: 150 (free from a Virgin Media landline) or 0345 454 1111 from any other phone
X: https://bit.ly/3Rl4t3W
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3RkbVfS
We appreciate you bringing this matter to our attention and hope to work with you towards a resolution.
I have been a customer of Virgin Media…
I have been a customer of Virgin Media or its predecessors for upwards of 20 years. A few years ago I changed our TV to Sky while keeping Virgin broadband. Until recently there has been no problem with connecting my TV to the wi-fi system but this no longer works. There seems to be some built-in incompatibility between the VM router and Sky. The resulting frustration is off the scale. I am considering quitting VM and moving to Sky Broadband. Virgin want to charge an exit fee of over £290!
This adds insult to injury. VM gives absolutely no credit for loyalty: like all corporations it is greedy and cares little for its customers
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Colin,
Thanks for taking the time to leave us a review. We're sorry to hear that you feel this way. We'd really like the opportunity to learn more about your experience and see what we can do to put things right. Please get in touch with us using one of the contact methods below, and we'll be happy to help.
Call: 150 (free from a Virgin Media landline) or 0345 454 1111 from any other phone.
X: https://bit.ly/4fawBQF
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4hkRA4s
We look forward to hearing from you and working towards a resolution.
Good speeds but awful customer service
The speeds are good but god help you if you ever need anything from them. The app is useless and asks you to log in again on every new page, they're impossible to contact and send you round in infinite FAQ circles. If they gave an email address to contact them on, they'd be inundated.
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Leo,
Thanks for taking the time to leave us a review. We're sorry to hear that your experience didn't meet your expectations. We'd like the opportunity to understand more about what happened and see how we can help put things right.
Please get in touch with us using one of the contact methods below, and a member of our team will be happy to assist you further. We value your feedback and look forward to resolving your concerns.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4b1TGCy
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4yvrd21
Issues the whole way
Issues the whole way. Started with them not properly installing the broadband, we had a huge hole in our outside wall. Then had an engineer come over and "properly" install a cover, we never got WiFi in half of our property, ordered the boasters 3 times never arrived. Final bill they never took the payment and when I called them 5 times to have it sorted the customer service person had no idea what to do and insisted I call next time. Don't bother, utterly terrible company.
17 July 2026
Unprompted review
Reply from Virgin Media
Hello there,
Thanks for taking the time to leave us a review here on Trustpilot. We're sorry that you have had a poor experience with our services and issues with your installation. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide to any of our customers. Please get in touch using one of the methods below and we'd be happy to help.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4prI5m9
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44BEvfQ
Turned up to do the installation on the…
Turned up to do the installation on the day and time requested.
Excellent service
15 July 2026
Unprompted review
Reply from Virgin Media
Hello Geoff,
Thank you for taking the time to leave us a review.
We’re really pleased to hear that the engineer provided such a great service during your appointment — it’s always fantastic to receive positive feedback like this.
If you need any further assistance, please don’t hesitate to get in touch using one of the following 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/4ypRSNG
Total Imcompetance
The worst service I have ever come across.
The installation went really badly. The engineer left the installation with wires hanging out of the box on the wall, a broken back box and no cover. I had to book another engineer to get this fixed. I couldn't believe I had to do that.
Then, after a few days, internet completely died. I booked yet another engineer. He sup[posedly fixed it, but it was no fix. The engineer left and internet was not fixed.
It is either crap workmanship or a non working service.
I have never come across such an incompetant service in my life
If you are thinking about joining, don't bother. Go with anyone else other than Virgin Media
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Chris,
Thanks for taking the time to leave us a review. We're very sorry to hear that your home has been left in such a state after the team visited to complete your installation and for your service issues. So that we can help to get things looked into and put right. Please can you get in touch using one of the contact methods below and the team will be happy to help further.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4byngjb
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4gGYFw9
£323 cancellation fee after 11 years as a loyal customer!!
Having been a customer of 11 years with Vigin Media, I called them to notify I was moving abroad and they have attempted to apply a £323 cancellation charge on my account and weren't willing to waive it. Safe to say I will never use their services again, nor recommend them to anyone.
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Matt and thanks for taking time to leave a review.
If you leave your contract before the end of the initial term, you will be charged any Early Disconnection Fees associated with your account. If you would like to discuss this matter further, please give our team a call on 150 (free of charge) from a Virgin Media landline, or you can call 0345 454 1111 from any other phone.
We'd be happy to help get this looked into further via the methods mentioned above.
Terrible
Terrible. Worst broadband ever had. constant intermittent drops all throughout the day. Mornings, afternoons and evenings.
Suggested fix was to upgrade me to 550M. I know it doesnt make sense for a single person with only one demanding device connected at a time but for supposedly £1.50 per month I went with it.
Broadband drop-outs still kept happening, in fact, they got worse. Called again and was told I need a new router. They sent it but inPost failed to have it delivered on the selected day. VM automatically disconnected my old router, assuming that I've already received the new one. Now they cannot reconnect it remotely, they can't fix the fact that I have no internet, they can't get the engineer out for another 5 days.
They won't allow me to leave them and switch to a different provider (which a switching to openreach and having somebody to come out to connect the new supplier is actually quicker than VM coming out to fix this issue)
By the time they'll arrive I will be with no connection for 6 days. All they can say is "we're really sorry. As good will we will credit £29.99 to your account and unfortunately you're not allowed to leave because on our systems it hasn't been 30 days since we've tried to fix the issue"
WORST BROADBAND PROVIDER IVE HAD IN 15 YEARS.
NEVER AGAIN.
EDIT: the copy and paste reply means nothing. Why should I call again, what difference will it make other than waste more of my time? The answer is I'm being forced to suffer through another week or two of terrible service until I'm finally allowed to switch and never look back. You would rather pay £28 million to ofcom than let your customers leave that says enough.
17 July 2026
Unprompted review
Reply from Virgin Media
Hi Alicja, we're sorry to hear about your experience and appreciate how frustrating it is with continued broadband issues, especially after a replacement router. We also understand the inconvenience caused by the delivery delay and being left without a connection while awaiting an engineer visit. This is not the experience we aim to provide, and we're sorry for the impact this has had.
Please get in touch using one of the following methods so we can look at what has happened and help:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wgFz52
Facebook: https://bit.ly/3RmRVcu
Brilliant installer
We moved house and booked for the box to be installed in a different location. We had Harvey (ID 95618). He called to say he was available to come earlier which was great so we didn't have to wait in for the full afternoon time slot. He had no problem moving the box into the garage and putting the wires through into the living room behind the media wall so we didn't have wires trailing everywhere. He also installed a new streaming box in one of the bedrooms. He's work was extremely neat and tidy. He was really polite and super helpful. Thanks Harvey !
29 June 2026
Unprompted review
Reply from Virgin Media
Hi and thank you for taking the time to leave a lovely review for Harvey. We're pleased to hear he was able to make your installation experience such a positive one, with an earlier appointment and taking the time to understand your requirements and completed the installation exactly as you wanted. We'll make sure to pass your feedback onto him and we're sure he'll appreciate knowing the positive impact he had on your experience.
Today I got to make my virgin payment…
Today I got to make my virgin payment with the help of MAYUKTH he was so helpful I want him to have credit for helping me .
He was so understanding and patient.
Please give him credit Mrs hill
17 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to share your feedback Jean and pleased to hear that Mayukth was able to help you with your payment and make the process a smooth one. and that you found him to be understanding, patient and supportive throughout the process. It's great to know that his patience and understanding left such a positive impression and we'll make sure your comments are shared with him so he receives the recognition he deserves. Feedback like yours is greatly appreciated and highlights the excellent service our colleagues aim to provide every day.
Will not install a 6m cable
Will not install a 6m cable as they won't pay to get the cable install. They said it's because my flat is on the end by an alleyway so would need to close the road. But stopped next door flat when they installed. 3 times I've tried and they refuse each time. They said it will never get done no matter how many times I try
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Stephanie,
Thanks for taking the time to leave us a review here on Trustpilot. We're very sorry to hear of this happening. We're keen to know more, so we can get this investigated by our installation team. Please get in touch using one of the methods below
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4bNtdZC
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fvAjDs
I’ve got the 1gig WiFi plan spoke to…
I’ve got the 1gig WiFi plan spoke to the customer support technical team who did restarts 100 of time as my WiFi speeds are rubbish getting only 300mbps max is most rooms and was finally advised to get a technician sent out to relocate the hub the technician came and advised hub location is ok try the new WiFi pods which I’ve been using now but the speeds are rubbish my brother who has the 1gbps plan with another company get 700-800mbps on WiFi the service I’m getting from virgin media is awful the staff don’t know what to do they just tell you to call when your at home to restart the hub which never fixes any thing
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Akhil,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to be on a Gig1 package and feel that you're not getting the WiFi performance you expect around your home. We also appreciate how disappointing it is to have spent time troubleshooting with our technical support team, had an engineer visit, and then tried WiFi Pods, only to feel that the issue remains unresolved.
It's understandable that comparing your experience to other providers would leave you questioning the service you're receiving. We're also sorry to hear that you've been left feeling that repeated hub restarts have not addressed your concerns.
If you're experiencing connectivity or speed issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker: 👉 https://virg.in/servicechecker
If the issue persists, we'd like the opportunity to investigate this further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4f64kuq
X: @virginmedia
You can find additional ways to get in touch here: 👉 http://virg.in/contactvm
Impossible to get an engineer
Impossible to get an engineer! Booked one with 3 weeks’ wait who the never turned up but claimed that they did. VM eventually admitted that they had not actually attended the appointment (thereby admitting they had previously lied). Still, i now have to wait another 2 weeks. Days wasted waiting for engineers and on the phone to VM. It just doesn’t have to be this difficult. Polite, well trained customer service but ultimately they cant get anything done so bit of a waste of time unless you enjoy being placed on hold or told they will call you back in and hr (spolier alert: they won’t)
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Bert,
We're sorry to hear about your experience.
We understand how frustrating it must be to wait weeks for an engineer appointment, only for it not to go ahead as expected, and then face further delays getting another visit arranged. We also appreciate the inconvenience of spending time waiting in for appointments and contacting us for updates.
While we're pleased to hear you found our customer service teams polite and professional, we're sorry that your overall experience has left you feeling disappointed.
If you'd like us to look into this further, please contact us using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/456igyD
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I had virgin media for 8 years and ive…
I had virgin media for 8 years and ive decided to swtich. They didnt offer me a good enough deal when leaving despite the years of loyalty. I felt left out but cannot expect less from such a big company
ive never had complains about their service really. No porblems at all
My only complain is how expenside they are. Every year increasing the payment more and more, its unpayable. SO expensive!
2 May 2026
Unprompted review
Reply from Virgin Media
Hi Pam,
Thank you for taking the time to leave a review and for being a Virgin Media customer for the past 8 years.
We're pleased to hear that you've generally had a reliable service and that you've experienced no major issues with your broadband during your time with us. It's always encouraging to hear when our services have performed well for our customers.
However, we're sorry to hear that you felt disappointed with the renewal options available when you decided to leave. We understand how important value for money is, especially when monthly costs increase over time, and we appreciate your concerns regarding affordability.
We'd like to thank you for your loyalty over the years and are sorry to hear that pricing ultimately led to your decision to switch providers.
If you'd like to discuss your experience further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4ppF5qp
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Dishonest, money grabbers
Read the small print carefully. I tried to sign up to virgin home broadband and as with other providers they highlighted the annual increase of £4, which is standard. But when I went into the contract before placing the order, there were two year two increases and the second was £80 a month. That wasn't easy to find so it seems like a deliberate attempt to mislead customers. Beware
16 July 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand your concerns regarding the pricing information available during the sign-up process. It's important that customers feel fully informed about the costs associated with their package, and we're sorry to hear that you felt the future pricing details were not sufficiently clear before placing your order.
We appreciate your feedback regarding contract terms and pricing transparency, and we're sorry that this has left you with a negative impression of Virgin Media.
If you'd like to discuss your concerns further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/44TBUhv
X: @virginmedia
3 years no internet during the day
For over 3 years i have not had any internet during the day time. i have fought with virgin media and they have ignored my requests. they wont compensate me for the loss of interent neither will they give me the data when to show the disconnections. i joined an English Cousre to become a teacher and i cannot complete the course due to their connections. they wont compensate me for that too. do not join them.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating and disappointing it must be to experience ongoing connectivity issues over such a long period of time, particularly when you feel your concerns have not been resolved despite repeatedly raising them. We also appreciate the impact unreliable internet can have on important commitments such as education, work and everyday communication.
We're sorry to hear that you feel your requests for support, compensation and information regarding the disconnections have not been addressed to your satisfaction. We understand why this has left you feeling let down and frustrated.
We'd like the opportunity to review the concerns you've raised and investigate this further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4flJ5nh
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Utter garbage of a service…
Utter garbage of a service providervirgin media is down go on there chat oh monika has joined the chat took 5 minutes fir this so called agent to type anything then you have to jump through hoops to get anywere what part of my service is down virgin media dont you get another complaint to the ombudsman absolute rubbish oops we have found a problem your hub is not connected to the internet well it was before the service went down your ripping people off with what you charge and then when the service gose to crap you aint intrested virgin media and dont reply with your usual garbage oh were sorry blah blah blah
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Andy,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it is when your service goes down and you're unable to get the help and information you're looking for. We also appreciate how disappointing it can be when support interactions take longer than expected, especially when you're already dealing with a loss of service.
Reliable broadband is important, and we're sorry to hear that this experience has left you feeling let down.
If you'd like us to investigate this further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fqa94N
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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