Virgin Media Reviews 

Finally spoke to someone to sort out problem Sohail l explained problems he assured me he would sort problem he seems to have sorted a Credit to Virgin Media Management materials in my opinion

We have so far received terrible service from virgin and we still haven't even had our services installed as of yet!!
2 failed appointments -with no mobile numbers rang each time on arrival - as we a flat above a bar so need to be called - they were told this numerous times , and now they haven't advised our current supplier that they have failed to install so we have been disconnected and now have no phone line or internet thanks to virgin!
Promised an engineer yesterday as an emergency - nothing , now today supposedly we will get one before 6pm!! We will see -this has been very stressful and were not even started yet!
I have had to buy a dongle for wifi at my own cost so so far out of pocket-seriously thinking this was not the right decision to move from BT !!

contacted customer service via email to ask why my direct debit hasnt been changed prior to a few months ago which left me running up a debit on my account becaus of late payments, they replied to my message then instead of trying to find a resolution just bypassed everyhing i have said and i am now just being ignored, i dont spend my time replyig to messages for the good of my health and also complaining for nothing. continuing to complain on trust pilot and seeing the rating of this company is more than shocking. something clearly needs to be done and i would like this resolved asap

I have been having TV pixelation since September 2025 had three engineers out the last one changed various leads the engineer said it was a net work problem various vans have been to the box to short problem out in my area B31 every time you think it's fixed it's not would it be to much to ask to fix this its been going on to long now please virgin it's no fun when you cannot watch your TV when you are paying for a service you cannot get

Have no contract with  virgin cancelled my account and gave them a month notice. Their staff obviously confused and they have now left me a bad credit rating how they can do that without taking you to court. I do not know and now I have the hassle avoid this company  very amateurish

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I have been with VM for as long as they have been around, the service has been going down for years but it seems that since the American take-over it has become a race for the bottom.

Its extremely difficult to speak to anyone if you have a support issue. Recent attempts have been 20 minutes of button pressing followed by an automated message saying engineers have been sent to the area and the fault will be solved in the next 24 hours, then the call ends.

Needless to say the fault is not resolved.

Was already a customer, paying fixed amount every month, calling team called and gave false information, sold a new contract to me, tried to withdraw the new contract within relook period of 15 days, calls not reachable, emails are not replied, on chat executive cancelled the new contract however still changed my monthly payment from 27 to 38. I feel cheated and they are really not reachable.

Horrendous service on every level - what they call outage means either no broadband/internet and this since around 10th September
They continually change the date for when it will be fixed.
This is having a serious impact on my business and personal life as a sole trader and impacts on my family as well.
Customer services pay lip service but fail to call back when they say they will & I've been waiting weeks for a customer service manager to bother to contact me despite repeated requests and being told someone would call me
Worst of any service provider I have had
so over it & my bill has just doubled - which is a disgusting joke
They like to call the terrible problems as 'outage - bearing in mind this has been going on for the best part of 6 weeks I am embarrassed for them - It's frankly disgusting.
I have spent literally hours on the phone to them over the past weeks to no avail on a service and customer service level.

I have been struggling to get my old bills from you guys. I have contacted you and one of your reps said they will send me the bills for the period I requested but I have not received anything. Not even an email.

I requested the bills for the entire period that I was a virgin customer. Please assist with this.

Didn't help very rude women, would not use this store again

You can usually get to a person on the chat but on the phone it is impossible. The chat team are not allowed to change some things on your account, so you end up in a loop when they send you to the phone. They tell you to press certain options but the phone system is voice recognition and does nothing when you press keys. Took an option to get a call back but just sent me a text message with a link back to my account where the problem started. One hour so far and only option they've given me is raise a complaint . . . which I have. Totally useless. Feel sorry for the chat teams

Virgin Media does not take customers complaints seriously. I still waiting to get my complaint resolved
It has been over 4 weeks.

I was with Virgin media home broadband for couple of years.My contract was ending in August so I have given notice in July-about 35 days b4 my contract rnd.I made multiple phone calls and used online chat to confirm I terminated the contract.I had new broadband connection in August and Virgin media was aware of it.I woke up this morning to see they have taken direct debit payment from me today .I haven’t used their services since end of contract yet they ‘stole’ my money today.I will issue a complaint.Enough is enough

Virgin media is such a pain. I asked to downgrade the current package as am out of contract. These clowns put in a cancel order at the current address and put in an installation request at the new property. very dishonest.

Abysmal customer service. Impossible to speak to anyone remotely useful. No acknowledgment of communication. Do yourself a favour and use a different Internet service provider.

Horrible customer service and horrible service. Outages at least once every 4 weeks. Right now my router hasn’t been working for 6 hours.

Automated system doesnt give the correct options needed. It then gives you irrelevant information and terminates the call. Online login is broken even with O2 auth set up and 3-4 days for IT to resolve. Customer service agent wouldnt pass me through to the complaints team.

How can you speak to someone actually speak not text I'm 80 prefer to talk to someone

Phoned up for problem with broadband, never got sorted as he said he couldn't understand me which is comical as Im English and he obviously wasn't, just put me on hold on phone then they hung up after 17 minutes