Virgin Media Reviews 

Still waiting for my payment to cover what I paid to switch. Like talking to a brick wall! Cannot tell how many repetitive emails I’ve sent requesting this amount with proof from previous companies. Actually got a reply requesting me to call them again after wasting time explaining and sending them relevant information. So frustrated and angry. Cannot wait to change back to sky. BEWARE of sales agents saying they can save you money - quite the contrary. Appalling customer service if you’re lucky to get any

Total loss of service at my property since 26th June—and the fact that I am still being billed in full.
During this time, several engineers and teams have visited my property to try to fix the issue. One changed the router and said all was ok- a few days later again issues- another engineer visit, this time, the diagnostics was poor signal coming into the property. This was 3 weeks ago, and still waiting to get a fix- change the cable or whatever it is..and yet none of these visits are recorded on my online account and… I have been billed this month! Total bonkers…they close complaints without the customer approval - avoid this company

I am writing this review to echo the experiences of countless other Virgin Media customers. My recent interactions with their customer service have been nothing short of dreadful, and I would go as far as to say it is the worst support I have ever received from any company.

The process is fundamentally broken. Every time I try to resolve an issue, I am bounced between multiple departments with no one taking ownership. I have had to repeat my personal details and account history to different agents repeatedly, only to be placed on endless holds or disconnected without warning. The waiting times on both the phone and the web chat are unacceptable, and more often than not, the call ends without any resolution.

Furthermore, the information provided by agents is contradictory and unreliable. I have had representatives fail to honor offers that were previously agreed upon, and there seems to be a total lack of proactive communication or urgency when it comes to fixing actual faults.

The most frustrating aspect, however, is the cancellation process. It is deliberately difficult, and I have witnessed threats of fines and extended hold times simply to dissuade me from leaving. If you are considering Virgin Media, I would strongly advise you to think twice. The product might be decent, but if anything goes wrong, you are in for a nightmare of bureaucracy and indifference.

Worst broadband ever. The internet keeps dropping multiple times a day and the speed is absolute trash. Totally wasting my money on this rubbish service

On Friday 17 July I phoned Virgin Media for help. I spoke to a lovely man called Parris from the Mumbai call centre.

I have been with Virgin Media since 2002 and have had mixed experiences when phoning BUT this was a wonderful experience. In addition to my question being answered he also noticed I could reduce my monthly bill.

He was charming, knowledgeable and genuinely wanted to help me. He listened and asked me relevant questions. Occasionally, we misunderstood each other but we both laughed whenever this happened.

At one point he asked if he could phone me back next day Saturday 18 July between 12-1pm. Sure enough he phoned me the next day at 12.20pm when all was sorted.

As I said, I have had mixed experiences with Virgin Media but Parris was outstanding. He even asked me what the weather was like - he obviously knew about our heatwave- and then I asked him about the weather in Mumbai. Please note, the weather only took up seconds of the call!

Overall it was a wonderful experience. I got my original question answered plus I got a reduced bill but most importantly I spoke to a someone who was charming, knowledgeable and cared.

I do hope that Parris’ manager lets him read this review.

No stars. My Virgin broadband in W10 area has been unavailable for four consecutive days, repeating an ongoing pattern of outages. Despite the high fees, the service remains intermittent and unreliable. This has been the worst broadband provider I’ve used.

I had issues straight away with the box not being delivered when I was told it would, to not getting the wifi I was promised and nobody tried to resolved. I twice tried to cancel and this was so challenging, including being cut off after waiting 50 minutes and similar with online chats. Not to mention their customer service team are so rude and inexperienced. Do not go with virgin media.

Just want to cancel as service is crap and spent days trying, Spoke the Nathan who is possibly the rudest perons ever, such an attitude

Can't find programs on i player and no radio programs are listed

My blueyonder email account I can't login at all it's very frustrating I still need to use it what is going wrong this is happening regularly how can I get it put right I have to keep going to the local 02 shop for help its very frustrating does any one else have these problems

Not an autistic friendly company

Customer for years. When my contract expired my bill jumped from ~£40 to £84, and trying to fix it turned into months of chaos. An August renewal I went through simply vanished — VM later admitted they had no record of it. A retention call was so hostile that, as an autistic person who'd formally asked for my disability to be considered, I ended up cancelling under distress just to get off the phone. Then a written renewal offer stating it was "held for 5 days" was refused when I accepted it in writing within 5 days — voided by an undisclosed condition nobody mentioned. I was disconnected entirely before it got sorted.

I did eventually get a fair price from one genuinely helpful person — but one good call doesn't undo months of this. It took a disconnection, three complaint references and endless stress to reach something that should have been one email. A £50 goodwill credit I was offered seems to have just been swallowed by the inflated bills. Meanwhile the O2 SIM they bundled into my old deal turned out never to have had its promised benefits applied — now preparing to file with CISAS.

Complaints get closed as "resolved" while the actual questions go unanswered. The system seems built to wear people down until they give up or pay up. I'm still a customer because they're the only gigabit option at my address — that's not the same thing as being a satisfied one.

Tv service is ok but wifis a joke drops out constantly and poor speeds i dont recommend them

I take no pleasure in putting this negative review in for Virgin Media but I am totally disgusted at the way my husband and myself have been treated. We have been with them since the telly west days over 32 years. We moved house in February 2026 and have had nothing but diabolical service since we moved. We have been lied to hung up on numerous technicians sent to our home none of them able to do the work necessary or not turning up at all. Hours on the phone causing endless frustration. Got so bad we cancelled all our services. The call centre staff are appalling they just lie to get you off the phone we even contacted the CEO and his complaints office they didn’t even have the decency to reply. Then to top it all off after we cancelled we got an email saying all the work was completed on the 19th of June 2026 another lie as the work still has not been done and our service stops on the 26th of July. Stay well clear of them they are totally incompetent from the top down.

Poor show Virgin Media, firstly, I was sold a package that included Nexflix but I am still being charge for Netflix. When I spoke with VM, they say that Netflix is not on my package. Secondly, not that my partner & I have separated, they want £300 to transfer the account into her name... that's just not cricket.

Ongoing broadband Issues :-
1. My phone, with the Virgin broadband app keeps saying I'm not at home to do tests, I am.
2. The speed test app says 380 mps but that's not the whole story
Cable from router to TV 1 meter away constantly says it only has a speed of 35 mps and keeps buffering or stopping completely.
3. TV upstairs not cabled buffers and stalls the same as downstairs
4. My computer upstairs, wired, says I'm getting a spotty connection, browser doesn't always load pages on start-up and game disconnects.
5. My phone when I'm in the house cant connect to router and unknown to me was constantly using my mobile data allowance and making me run out.
6. Virgins own website says there's a intermittent signal, been like that for months, nothings changed, maybe worse.
7. All my WIFI connected radiators disconnected as well.
8. Some of my TAPO wired sockets are now not working, most concerning the ones controlling my aquarium.

All of these things plus others made me want to contact Virgin support.

The most useless customer support ever, they charge you to phone them, you try to write a complaint on their own site and when you click on the option it gives you a "Bad Request" message, you try chat and it took 2.5 hours, I was on another screen, came back and they disconnected the conversation, they don't want to allow you to complain. My broadband has been rubbish for months, intermittent signals, no improvement and a stone wall if you want to complain about it, just will never renew my contract with Virgin again, massive mistake. If I could give zero stars I would.

Update 1: after 3 hours I now have a appointment for the 16th, which is good and a credit for 1 months fee. The Virgin website still says there is a intermittent signal in my area, but according to the service rep its showing no problems??? I have the screenshot showing me, so no explanation, its been like that for 3 months. The rep I eventually spoke to was very good, understood my issue, apologised for the service encountered and arranged a tech visit in 2 days time. I can give the rep 5/5 for our interaction, but overall the website, call charges, wasted mobile data, 3 hours spent waiting on chat and the lack of a workable ability to raise a complaint online ensures only a 0.5/5 score if that.

Update 2
Engineer arrived, replaced all outside cabling and the internet resumed. Very nice and professional service engineer 10/10, no apparent ongoing problems, though I suspected, time would tell.

Update 3
Back to square one, everything that wasn't wired to the router couldn't connect again, as I said intermittent problem, 2 days since visit and again all my mobile data exhausted on our phones. I contacted Virgin online chat, didn't take 2.5 hours like last time, 15 minutes, the rep was ok he had to follow set procedures to resolve issue, the issue resolved temporarily but that definitely would return, the adviser wanted me to wait 2 days and then report back, no way, wait on the chat mid week 2.5 hours to report a reoccurring problem, I said I'm not doing that and eventually a new router was organised and would be dispatched 3-5 days, we'll see how that turns out.

All in all a bad customer service experience from the outset, unreliable information on Virgins own website, massive inconvenience for a disabled person and definitely feel out of pocket for time spent online hanging around, data wastage and equipment bought, 4.5 hours waiting for engineer to appear, better communication on approximate arrival times would be much better when the itinerary was finally scheduled. As I said before regretting renewing with Virgin ATM and pessimistically thinking that my issues are not yet resolved.

Update 4 20/07/2026
Virgin have promptly replied, but as I'm not a 02 customer I'm certainly not paying for a elongated wait on the phone and then reexplain all my issues at my expense, when its your fault you pay !!, I've explained the issues you contact me, you have my contact details - only fair customer service not to expect me to continually spend out following your equipment failure and a engineers visit that didn't wholly resolve the initial problem?

Cannot connect any devices to my router over the WIFI, so rubbish, what am I paying for ???

I would 0 if I could. We tried to call customer services and because the last bill didnt correspond with their computer and we had gone through all the other security questions the call was terminated. Absolutely ridiculous! NO WONDER THEY GOT FINED!!!

My whole TV and wifi crashed. After checking for online for faults, it recommend an engineer was needed. Charlotte arrived on time and got everything up and running but found that there was a cable problem. She booked the cable guy, Asif, who came and sorted the cable issue and ensured all issues were resolved. Both were fantastic and are a credit to virgin media

I am staying at Travelodge at the moment and we have to buy wi fi from them supplied by Virgin £25 for 2 weeks which is equal to £50 for a month and it is slow like a snail
with lots of buffering just done a Sam Knows test and it is running at 5.03 mbps. I have a contract with Virgin on my place and cost £45 p.m. and get 900 mbps.
THIS IS A TOTAL RIP OF BY VIRGIN

Gaming experience with virgin media is beyond atrocious. For the last year or so, the internet has consistently been disconnecting, and the overall connection is subpar at best. No improvements over time either. Most definitely would not recommend.

I knew I would be moving house within six months of taking out a new contract with Virgin Media (I'd been with them for a few years) so I made it clear that I'd need to exit the contract before the contract was up. They don't do short contracts, which I feel forces you to sign up long term, presumably so they can potentially hit you with early exit fees. so I telephoned the customer service team to put this to them. The agent told me there would be no early exit fee under the circumstances. I wasn't 100% convinced by this, so I reduced my package to the minimum service I needed just in case.

When I was about to move house (around four months later) I phoned the home moving department and they arranged my disconnection. Virgin Media then told me I'd have to pay around £400 as an early exit fee, unless I was moving to somewhere that Virgin media couldn't offer their services. I told them that I'd been told there would be no early exit fee, but they refused to acknowledge this, and said that as long as I could prove to their satisfaction that I was moving to an address that they didn't cover within 28 days, they would still charge me the £400+ they had insisted I was liable for...and then they'd very kindly remove the charge. In this case, I had to email them my rental agreement, which I was reluctant to do as it's a fairly personal document and, as far as I was concerned, most of there details in it were none of their business. Seemingly, unless I did this, or something very similar within 28 days, I'd have the £400+ to pay. I took out a complaint, as I had clearly been misled initially by the customer services department, but they casually brushed this off, despite being unable to refute anything I'd told them that I'd been advised. Once I'd sent them the required document, I managed to get them to confirm that I would not have to pay the early exit fee.

They then wanted to send the box for me to return the Virgin Media router to the address I was no longer living at...and threatened to charge me a further amount if I didn't return it. Fortunately, I was able to point out to them that I wouldn't be living at the address they intended to send the returns kit to...as I'd already informed their Home Moving team...and I'd be living in the rental property I'd already proven to them that I was living at.

The box successfully arrived at my new temporary home and I sent the router back. I did email Virgin Media to confirm in writing that everything had been done as they'd asked and that the £400+ for early exit and the £50 or so for not returning their kit would not apply to me and I therefore no longer owed them anything. To date, they haven't bothered to confirm this for me...despite me addressing it to the complaints department with the complaint reference number still in the email "subject" field.

I found the Virgin Media broadband service to be really excellent. I previously had a TV package too...but the TV box needed replacing twice during my four years with them and I lost all of my recordings twice, so that wasn't great either. The technician who replaced the second TV box told me he would give me an upgraded box free of charge as the older ones were notoriously unreliable.

I would never deal with Virgin Media again unless I had no other options.

EDIT:

In response to Virgin Media’s reply…

I have no intention of sitting in one of your customer service doom loops in order to eventually speak to another person at a company I want nothing more to do with because they misled me, then failed to acknowledge this, then tried to bill me for something they said they wouldn’t bill me for. You had plenty of opportunity to fix this while I was still a customer. I noted that you’d closed down my account when I tried to log in to double-check that any charges you were hoping to hit me with had been waived, so there’s no point whatsoever in half-heartedly knocking the ball back over the net after everyone has gone home.