Terrible customer service. No engineer called when booked, wanting equipment returned which engineer took away with him to return, being threatened with charges for equipment already returned, rude... See more
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Think Virgin think crap. Outages for the last 3 days. Booked an engineer as not website saying no problems in area. Cancelled appointments to be in but (no surprise) engineer didn’t turn up nor any no... See more
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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 rout... See more
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The absolute worst customer service. Been trying for 6 weeks to get the broadband wire that comes from the street reallocated. Told us it would be done upon installation. Installer arrived said it was... 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
106K reviews
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Fast broadband, but it's just not worth the hassle
Having previously had a year-long dispute with Virgin Media, I cancelled my contract and returned their equipment. They then repeatedly threatened me with a £90 charge for non-return and, despite my providing tracking details (twice), they withdrew £90 from my account. I'd previously warned them that doing so would be treated as fraud. Since then, they've failed to provide any resolution. Below is a copy of my latest complaint to them:
With reference to complaints C-0407261305 and C-16072624, I have still received no response or even acknowledgement that anything at all is being done to refund the £90 fraudulently withdrawn from my account. I now see that you list the latter of the above as resolved, even though there's been no resolution offered. I was promised a call back within two hours last week. No call has been received. I have repeatedly supplied the information requested in your emails, but these responses have also been unacknowledged. I warned you that any attempt to charge £90 for equipment I'd already returned would be treated as fraud. Yet again, you failed to reply and withdrew the money. As a pensioner, I operate on a tight budget, and your fraudulent withdrawal resulted in a £30 charge for an unauthorised overdraft. You previously dragged out a dispute for a year, resulting in my requests for a deadlock letter - which Virgin repeatedly failed to provide.
For the third time, I provide the details of parcel 8T6P54614073A961, accepted by Yodel on 15/06/2026 on tracking number FR3VBTP.
Note that your operative's comment that "refunds take at least 10 days" is also unacceptable. This is due to your processes, and thus no excuse for delay in resolving your fraudulent behaviour. I require full refund to my account within 48 hours, plus payment of £30 to cover charges incurred. This will increase by £25 per day beyond the 48 hours' grace period.
I demand a telephone call to confirm your acknowledgement of this further complaint and expect to hear from you within 24 hours.
A copy of this latest complaint is being shared on social media and the principal review sites.
EDIT:
The expected copy-and-paste response from VM is below. I've tried these suggested routes countless times. none of them connect directly to the complaints department. You're just another punter starting from square one again. The result is ludicrously long wait times to get absolutely nowhere. It's pointless just referring customers back to the same broken, dysfunctional routine of endless hold times because of an unusually (i.e. entirely usual) high level of calls. If you succeed in getting through, you speak to someone without the authority to help. They may offer to transfer you to the complaints department who almost invariably don't answer. I'm amazed that this disgraceful company manages to scrape its average review as 1.4 stars. They should get a minus.
20 July 2026
Unprompted review
Reply from Virgin Media
Hello Jem and thanks for taking the time to reach out and leave a review on Trustpilot.
We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4w6pjDo
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4pxKkV8
The service is not good as the box…
The service is not good as the box keeps going out most days at random while the systems will say "it's working as intended"
19 July 2026
Unprompted review
Reply from Virgin Media
Hello there,
Thanks for taking the time to leave us a review. We're very sorry to hear that you're having issues with your services at the moment. We're keen to know more so we can assist in helping put things right for you. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4wTbzvL
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3RGspix
After a slow start
After a slow start, the engineers Ryan and his partner arrived and were very efficient, polite and friendly and also very helpful to someone who hates anything technical
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Evelyn,
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/4b46UyD
Do not go with these lot of scumbags
Do not go with these lot of scumbags. They won't let you out of the contract. They won't give you stable internet. Now I have handed my notice in and my internet is breaking every ten minutes. Literally this is almost like a scam company. I can't believe how terrible they are. Do not go with this company whatsoever
20 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 that you're having an issue with your WiFi connection and your contract issues.
There are so many things that can influence a WiFi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and WiFi connection is interfering with yours.
Due to this, I'm afraid that we're only able to offer limited help. Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following.
• It's out in the open if possible.
• If positioned near the TV that it's next to it, not behind it.
• It's away from large bodies of water (e.g. fish tanks).
• It's away from baby monitors, cordless phones and radios.
• It's away from microwaves.
Think of the Hub as a radio and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the WiFi connection.
If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
If after going through the self-checks you still need some help, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4yrUv1D
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3RgjioB
Brilliant service
6 July 2026
Unprompted review
Reply from Virgin Media
Hi Asha,
We really appreciate you taking the time to share your feedback and are pleased we could provide a positive experience.
If you do need anything further, please don't hesitate to get in contact using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4wclbSl
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4b36ysd
So …… update after receiving virgins…
So …… update after receiving virgins reply to my review , which in all honesty sounded quite promising … decided to get in touch with them through watsapp as they suggested to see if could get resolution , and after chatting to completely useless virtual assistant , was told to call back next day to chat to a human
So the following day got in touch , had to go through virtual assistant for about 40 mins before getting a human agent . This agent apologised and said they would rectify problem but after another 30 mins chatting to them they turned out to be sales team that offered me their best deal which was more expensive than was offered the night before !!! Then I asked to speak to a manager who again said he would resolve it and after clearing security yet again for ages , did not help out one bit and eventually I ended up back with sales team who offered a worse package than 30 mins before !!!
I am bemused by the whole procedure and can not work out why they would want to lose customers after just being fined millions from ofcom.
I am going to go to ofcom myself and see if they have broken any rules by making an offer and then retracting it
Once again … strange business
19 July 2026
Unprompted review
Reply from Virgin Media
Hello there,
Thank you once again for posting a review here on Trustpilot. We're sorry that you are not happy with a previous response and the help offered to you when contacting us.
Trustpilot is a third party review site and, as such, we're afraid that we have no access to account information, nor are we able to enter into a conversation with you to assist here directly. This is why we post a variety of available contact methods to assist you in getting the help that you need.
Abysmal service
Abysmal. We were forced to get a new router, though the old one was fast and fine. For a start, they didn’t send us the box to recycle the old router even though that was confirmed to be included, so I then had to order another, which took two weeks to come. When it did, there was nowhere local for us to drop it off and we had to drive miles.
With the new router, the WiFi regularly cuts out multiple times a day. We have to input our passwords again to devices several times a week. The speed is actually slower despite being told me were being upgraded.
Can’t complain because every time I try to get through to customer services online I’m told “this isn’t available right now, come back later”.
Desperate to leave and hate that I’m giving this company my money. o2 is now just as awful.
19 July 2026
Unprompted review
Reply from Virgin Media
Hi Lauren,
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 experience issues after upgrading your equipment, particularly when you were happy with your previous router. We're also sorry to hear about the difficulties you encountered returning your old equipment, including the delay in receiving the returns packaging and the inconvenience of having to travel to return it.
It's especially disappointing to hear that you're now experiencing frequent WiFi dropouts, slower speeds, and repeated reconnection issues across your devices. We appreciate how disruptive this can be when you're expecting an improved service following an upgrade.
We're also sorry to hear about the difficulties you've encountered when trying to contact us for support. We understand how frustrating it is when you're trying to report an issue and are unable to access the help you need.
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/3TIG9d6
X: @virginmedia
You can find additional ways to get in touch here: 👉 http://virg.in/contactvm
We have just moved house and wanted to…
We have just moved house and wanted to re install virgin broadband, initially we were told that it was not available in our new home area, but 3 months later it was! Unfortunately we were charged an out of contract fee. The new virgin broadband was installed at the day and time we requested all within an hour by Seb ( 67403) and it is currently working well ! He was professional, respectful and discussed options for siting. So far so good.
17 July 2026
Unprompted review
Reply from Virgin Media
Hello Helen,
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/4fnRUwJ
Unclear renewal offer
VM sent me written pre-contract documents offering to renew my broadband and landline for £27/ month. However the documents did not state that there was a five day deadline and, when I tried to accept it two weeks later, Virgin said it had expired and quoted a much, much higher price. Quotes from other services always state how long an estimate or proposal is valid for - why can't Virgin do the same?
18 May 2026
Unprompted review
Reply from Virgin Media
Hello Mark,
Thank you for your review. We're sorry to hear this has happened to you and would like the chance to help look into this for you. Please get in touch using one of the methods below:
Call: 150 (free from a Virgin Media landline) or 0345 454 1111
X: https://bit.ly/4fcvtfn
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4proe6u
We'd love the opportunity to look into this for you and help get things back on track.
Appalling Customer Service!
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
19 July 2026
Unprompted review
Reply from Virgin Media
Hello Margaret,
Thank you for taking the time to leave us a review. We're sorry to hear that your experience hasn't met your expectations. We'd really like the opportunity to understand what's happened and see how we can help put things right.
Please get in touch with us using one of the contact methods below:
Call: 150 (free from a Virgin Media landline) or 0345 454 1111 from any other phone
X: https://bit.ly/4ywwAOi
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3RKWFsz
We look forward to hearing from you and working towards a resolution.
Total loss of service at my property…
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
19 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to share your feedback Roberto. We're sorry to hear about the ongoing service issues you've experienced and understand how frustrating this situation must have been, especially after multiple engineer visits and the continued disruption to your service. This is not the experience we want for our customers, and we're sorry for the inconvenience caused. We’d like to help but can’t on this platform, please get in touch using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4f7rq3S
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4pyKrzN
Abysmal customer service and a complete lack of accountability
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.
10 July 2026
Unprompted review
Reply from Virgin Media
Hi Kevin, thanks for taking the time to leave a review.
We understand how frustrating it can be to repeat your details, receive inconsistent information, and experience delays when trying to resolve an issue. This isn't the level of service we aim to provide.
We'd like the opportunity to look into this further. Can you please contact us via 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/4fteggA
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3RMJmrw
Worst broadband ever
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
6 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your feedback Absalom. We're sorry to hear that you've experienced ongoing issues with your broadband service, including connection dropouts and speeds that have not met your expectations. We’d like to help but can’t on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wRwWh8
Facebook: https://bit.ly/4wRjwkX
Wonderful service from Virgin Media
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.
17 July 2026
Unprompted review
Reply from Virgin Media
Hi Susan, thanks for taking the time to leave a review.
We're pleased to hear about the outstanding service you received from Parris. It's great to know that he not only resolved your original query and helped reduce your monthly bill, but also provided a knowledgeable and genuinely caring experience throughout. We will make sure your feedback is shared with Parris and his manager.
If you do need anything further, please get in touch using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4yrMgTf
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4yrMbig
No stars
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.
19 July 2026
Unprompted review
Reply from Virgin Media
Hello Angeleen,
We do apologise for the issues you’re experiencing with your services currently, we know how frustrating that broadband issue can be especially over the weekend. We’d recommend checking our service page(https://virg.in/servicechecker) to see if this is a known issue in your area. You can also log in with you My VM details to run a fault test with your equipment.
Whilst we do our best to keep any faults and downtime to an absolute minimum, unfortunately sometimes service issues do happen from time-to-time. We'll always aim to have you back up and running ASAP, but, in some instances, this can take longer than we'd like.
You can read about our auto compensation scheme (https://virg.in/autocomp) and if you do wish to discuss this further then please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4yAnm3S
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4yAnmAU
I had issues straight away with the box…
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.
19 July 2026
Unprompted review
Reply from Virgin Media
Hi Phoebe, thank you for taking the time to share your feedback. We're sorry to hear that your experience whilst trying to sort out your broadband issues did not meet your expectations and that our customer services fell short. We’d like to help but can’t on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4vC9jYE
Facebook: https://bit.ly/4fnwO1s
No words for how bad
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
19 July 2026
Unprompted review
Reply from Virgin Media
Hi Neil and thank you for your feedback. We're sorry to hear about your experience and apologise for the frustration this has caused. We’d like to help but can’t on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4aZh5Vb
Facebook: https://bit.ly/3SYVLZX
Can't find programs on i player and no…
Can't find programs on i player and no radio programs are listed
19 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your feedback Tony. We're sorry to hear that you've been having difficulties finding the programmes you're looking for on the iPlayer and understand how frustrating this can be when you're trying to access your favourite content. So we can help, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/3Ts4rbb
Facebook: https://bit.ly/3Ts4rId
My blueyonder email account I can't…
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
19 July 2026
Unprompted review
Reply from Virgin Media
Hi Mark and thank you for your feedback. We're sorry to hear that you've been experiencing ongoing issues accessing your Blueyonder email account and understand how frustrating it can be when a service you rely on isn't working consistently, especially when you've had to seek help multiple times. We’d like to help but can’t on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/3T8Vfsd
Facebook: https://bit.ly/4wcKJi8
Not an autistic friendly company
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.
18 July 2026
Unprompted review
Reply from Virgin Media
Hi Joe, thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you experienced throughout your renewal and complaints journey, and we understand how frustrating and stressful this must have been. We're sorry to hear that you felt your circumstances were not adequately considered and that the experience caused unnecessary distress. We’d like to look into this for you but can’t on this platform, please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4bzpH53
Facebook: https://bit.ly/4bwjZRq
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