Virgin Media Reviews 

Truly shocking broadband provider. Constant problems, slow speed, lack of connection. Phoned to UPGRADE router but advised not possible as current speed was too slow. However, I had received a text message from Virgin Media with an offer to go up a speed tier only to be informed by the customer service advisor that he thought this was a scam. Asked to speak to supervisor who was on another call so agreed a call back. I’m still waiting for a call back. In the meantime I’ve been sent a new router (the same as my existing one) but ironically received a text from the ‘scam’ Virgin Media number that my parcel had been delivered. Impossible to make video calls, audio calls over WiFi and use the internet in general. It will be a miracle if I manage to leave this review…! Shocking provider, terrible customer service and I can’t wait to leave.

Dreadful customer service- intermittent Wi-Fi which is useless when working from home and stuck on call queues for hours to no avail

This is really frustrating. My payment all went through but suddenly my broadband didn’t work at all for 1 week . I don’t recieve any email from them to explain if what’s going on . And I cannot log in to my account as it’s totally block for no reason . And I don’t recieved any explanation from them .

For two months now I can not log into my virginmedia account . After numerous phone calls to customer services I'm just going round in circles .After initially trying to fix the problem and then raising a support ticket which as been escalated on 3 occasions and saying they will ring back in 24 to 48 hours , I always have to phone them back because they don't bother to ring back , only to be told sorry we will escalate again .They're doing my head in .

Worst decision I have ever made to get Virgin Media as my broadband provider !

Left message after message to their email service and phoned them and they hung up on me!!!

We’re pensioners on a fixed income and they simply don’t care - anyone out there thinking of getting this service PLEASE think again!!!

Appalling customer service and after reading other reviews (which I wish I had read prior to buying this service) I would not recommend them to my worst enemy!!!

Avoid at all costs!!!

I bought a package on October and now it’s January 5th still waiting for the installation which got delayed more than 5 times and they are never honest and every agent tells you a different story. Worst service I ever received from a broadband. Don’t ever think about this broadband!

Useless customer service. Constant tech/login issues. Can't access services we're paid for. Just terrible.

Do not go have wifi with this shower of shit ..took 2 separate days off work and still no WiFi. Completely wasting my time. Do not give this company your time and money

My TV/BB stopped working and I phoned Virgin Media Contact Centre.
Advised by call handler the engineer would visit on Monday.
Then received a txt after their Contact Centre closed telling me Tuesday 30/12/25.
I have insomnia caused by chemotherapy and thought I was upgrading to get a better product.

4 nights in the last week the broadband has failed at around 830pm.
Each time I call their utterly useless customer services team who read the same script “we’re having an issue in your area, the service will be working by 8am tomorrow, if it’s off for 24 hours you’ll be compensated”

So of course it’s only ever off 12 hours at a time, so they never have to pay compensation, but only works 50% of the day!!!

Customer services team are barely speak English, both myself and my wife struggled to understand what the person was saying. It’s almost like they want to make it so hard to speak and understand their staff you just don’t bother calling up to complain!

If I could give zero stars I would.. This is the worse broadband provider I have ever experienced. Do not under any circumstances buy this. The services is down on a regular basis with no communication and consistent lies of when service would resume. My internet was down for 2 full days last month nothing in terms of a refund for no service. It’s an absolute joke

Pay monthly for broadband that doesn't work half the time. Always intermittent service if its not completely off! No wifi for past 2 hours, yet they call almost daily offering me 'better deals' if I pay more per month, claim speed is slow as I use too much. I live alone and use the broadband for laptop and ring camera! Try anything to get more money out of you but don't help when you need it! Will definitely be switching providers they're an absolute joke!

Company makes false promises to solve issues when the broadband is down. They promised to schedule an engineer who then did not show, then they promised to have some call back within an hour that called much later and said they can't send an engineer that day but will be scheduled for the first appointment the next day. The next day having being promised the first appointment no one showed so I rang and was promised a time of 10.45am...and now no show again.

Topping all of this they tried to inform me of my renewal offer when I rang to ask where the engineer is.

This company just takes the monthly money but has no value of their customers time or needs.

Don't deserve 1 absolutely disgusting service and liars, had no Internet for 5 days engineer was supposed to come out between 12 and 4 came at 10 while I was out and now saying cant ome back till 18th December what a joke, quick enough taking the money tho. Will be leaving this sham of a company.

Am currently changing broadband from virgin media to Youfibre. Tried to swap using the one touch switch (OTS) and despite entering the correct details virgin media have refused to accept it. I have had to force them to manually disconnect me. I cannot help but think they are doing this deliberately to retain my custom. If you do leave them make sure you get an email to show your disconnection date or they will deny all knowledge of your wish to leave and they will carry on charging you resulting in you paying for 2 internet services. Absolute rubbish

Awful customer service. We had a broadband outage that lasted from 8am to 8pm, when we contacted Virgin, they said that it would be back up very soon, I got a text message at 10am, 12am, 2pm, 6pm and 8pm all saying that the issues would be fixed soon. They didn't provide any information as to why the issue had happened or when it would be fixed. Customer services were unhelpful and rude and didn't know anything. We will not be renewing with this company. their customer service is indiferant to customers needs.

Would give zero! Pay well over £100 a month and rang to object a one off payment.... since then cut off privileges I PAY FOR. Absolutely shambles. I tried to cut the contract told me I have to pay it out considering how long I have been with them and pay, this is a joke. Struggle to get through to a human on the phone and when I do they either talk over you or dont understand you. Absolute shit show of a service! Cannot wait until my more recent contract is over. I will happily pay over £200 for some other company for the usage as long as I get the correct service and customer service too. Unfortunately virgin media fail greatly in this department. They pray on vulnerable, (family members going through this) people who have been with them 10 + years just constantly put the bill up and when trying to cancel con them into another ridiculous contract. Tell them they have to pay this this and that when in reality there in no contract it ended 8 years ago. Disgusting. Ought to do better! I could go on...

Customer service is a joke, changing any part of your package is almost impossible if you're downgrading (upgrading, funnily enough, doesn't encounter any problems). Once the contract is over, after going through the rigamarole of their customer service again, they will tell you that your equipment has to be returned in the returns kit they will send. They won't send you one. Then they'll send threatening emails about how much you'll be charged for non-return. The link in the email for ordering another returns kit leads to a dead page. So you have to contact their customer service again, who won't just send you the return kit. They'll mess you about with the obvious intention of having you give up so they can charge you. Terrible company that was investigated for this practice by the ombudsman in 2023 and are still doing it. Stay away from these thieves, otherwise they'll make you regret ever joining their service.

In response to their stock pitiful response to my review, and many others. Thank you for listing all of the ways that we can contact you. We have tried your customer service on all available means only to be fobbed off, transferred in circles or generally ignored. Perhaps, rather than regaling us all with unhelpful ways we can choose to be messed about, you proactively sort out your woeful customer service that is obviously designed in such a way as to deprive your customers of more of their money rather than actually sorting out their legitimate problems with Virgin Media. If I could give negative stars I would. Shameful company with shameful practices that border on being illegal.

Over one month after I closed my account I'm still waiting for the credit that was on my account to be returned yet, today, I receive a new bill telling me that I owe them money for unreturned equipment. This despite both Yodel and Virgin confirming previously that they have received it. How does this company continue to function?

Sent letter informing me of telephone change over from land line to broadband hub but would not work tried telephone then transferred from person to person after 40mins on still waiting for response most unable to understand what they or saying call dropped off total pain got one of worst customer service company’s

Wunt give no stars if I cud mum moved into a bungalow to get told there going out to do street wiring got told they was doing it on a Monday when wrang up on the Friday they said int ant been done they was there that Friday wrang up today on 19 November to be told it still ant been done going after wait till 27 November stay well clear of virgin media disgrace of a company dint have no issue when was with sky they don’t look after there customer just like take money