Virgin Media Reviews 

Virgin Media are truly terrible. The chat service starts off with a bot with basic menus. You're then connected to what's supposed to look like a human. It isn't, it's another bot and not even a good one.
On moving house the bot told me I would have to pay 3 months in advance on the 1st bill at the new house. It couldn't explain why. It then said 1st bill would be a double bill, again couldn't explain why. The actual bill when it arrived didn't match the amount stated and said the additional charge was for a new service. Virgin also switched my mobile contract to O2, switched the SIM payments over but not the handset charges and while they are still charging me for the handset, there's no bill for it on my O2 or my Virgin account. Money has left my bank account to Virgin but there is no record of any bill matching that amount.
The internet service isn't really acceptable, it frequently (about twice a week) drops out for about 30 minutes and if you have any issues, best of luck getting them resolved. Catastrophicly awful customer service. Save yourself the stress and go elsewhere.

Virgin Media account hacked four months ago. Charged since then for Netflix Premium Account that isn't mine. Further scammed by call handler who claimed because I was out of contract he could not cancel the fraudulent Netflix Account. Foolishly, as I now know, I renewed my contract and am now stuck with the chancers. Netflix charges have continued. Numerous very, very long phone calls, two submitted complaints forms (neither of which have even been acknowledged as received yet alone dealt with!) and trying to cancel it myself on my account (it shows 'cancelled' for a day and then pops up as 'active' the next day!!!) have all failed. For customer service Virgin Media are THE WORST company I've ever come across. Avoid them like the plague!

big mistake, horible Bengali support answering one question 3-5 min. Charging horrible money out of control. I should be refunded 40£ few months ago never happened, Offering Netflix but not taking control or responsibility..

I would score less than 1 if I could. Do not move to virgin media. Just awful liars and customer service the worst I have encountered anywhere in the world.

After signing up for Virgin broadband, tempted by their price, they have continuously spam called me.

They have called me every day, approximately ten times per day, despite committing to remove me from marketing calls on 3 separate occasions.

It's bizarre, given that I'd literally just committed to becoming their customer for the first time.

Terrible company, total nuisance, breach of my right to privacy, misuse of my data.

Have not had broadband/WiFi for 2 days now. Told various reasons for this but different customer service advisors who just talk over you, trying to get you off the phone. Have even been told to wait 48 hours and it will come cack on! No explanation how they know this. Very difficult to have no Internet when you work in the NHS and need to look at results etc late into the evening at home. Will definitely move to another provider when my contract finishes, which is soon, as service, speed etc has never been good.

Awful company can’t wait to leave overcharge ,can’t get through can’t access my account

Poor customer service, "nothing we can do" is their favorite thing to say. Won't reimburse me for a service I wasn't using. Not the first time. But definitely the last I'm going with them. Cheap bastards

Trying to reset PIN my tv said to phone the virgin number. The automated menu does not work. Customer service in my 3 months with virgin is worse than sky.

Really bad customer service they do not care less hearing my wifi is bad from a month now i called them and they said we have a power outage should be fuxed by nect monday so i had no wifi all week turn out even after two weeks they didn’t fix it called them again nad they did not apologuze insusting in paying 25 pound to send a technician after a week. I paid the charge and my wifi i still not working ridiculous

They usual take forever to get through, then made to go to different actions, then give you finally an actual person, who then tells you so many excuses, not to give any help, this went on for 3 day, finally got an engineer to vist who was first class, looked at my box walked to his van, collected a new remote and cured all problems. again you virgin let your staff down,

Awful customer service. Left my household (of students that very much need it to work) without wifi due to the previous tenants not yet paying outstanding charges and cancelling. Surely this should be easily solved but instead I've been passed from person to person with no apology or understanding. What the previous tenants do should not be on us.

I have been a Virgin Media customer since November 2024, and the experience has been an absolute nightmare from day one. Their customer service is appalling: I have been ignored repeatedly, disconnected from live chats deliberately, hung up on, and lied to over and over again.
An engineer destroyed my garden while installing Wi-Fi and was extremely rude. Virgin promised £30 credit in writing when I complained about this, but this never appeared on my account. Random amounts of money have been added to my bills that I do not owe, and even after overpaying these false charges, my internet was disconnected anyway.
I am completely unable to access my online account. Virgin created a new account and contract without my consent, even though they confirmed I would not get a new contract (I have evidence of this). They refuse to allow me to use my email address for the new account. This is not only a blatant lie but also illegal, as they misrepresented my agreement and denied me access to a service I rely on.
I am disabled and rely on the internet as an essential service, which Virgin was fully aware of, yet they disconnected me regardless. Their actions show a complete disregard for accessibility and basic human decency.
Blatant lies and mis-selling have been consistent. For example, Volt benefits were never applied until I threatened escalation to the Ombudsman after Virgin media lied and said I wasn't eligible. This company has caused months of stress, wasted time, and literal tears, affecting my mental and physical health.
I stayed with Virgin Media only because they hold a monopoly on internet services at my address, but I am leaving and relying on mobile data as a hotspot instead. Their incompetence, dishonesty, and total lack of accountability make them the worst company I have ever dealt with. I am now going to the Ombudsman over billing, overcharging, and their complete disregard for customers. I have also formally demanded Virgin terminate all services immediately, which they have obviously not done.
Virgin Media cannot do anything right. They are rude, unprofessional, negligent, and utterly incapable of providing even basic service. I have had enough—this is the final straw and I will NEVER use this company again for the rest of my life.

Worst provider I have ever experienced for broadband. I had a 24 months contract with a discount that was supposed to be applied for the entire 2 year period. However, out of the blue the discount ended 7 months ahead of time for no reason and against what was in the contract. I contacted customer service and they had no explanation and kept pushing to renew the contract to apply a new discount. Clearly this is their sneaky way to keep customers tied to their services.

Way overpriced. Payed the same amount for my gas and electric bill combined as I did for just wifi. Customer service was bad.

The O2 link thing when logging in the app is the most complicated thing i’ve ever seen. Is very badly made. Plus there are people that don’t have O2. Trying to login for about 3 days still couldn’t do it.

Watching coyote ugly enjoying it and once a again the virgin media just packs in and let with shit all on the TV well this time I want a full refund for a really shit service it's the most shit proveder they are f @@@ing w@nk

Been rubbish for weeks, complaint logged, standard scripted replies.
I want this dross cancelled, cuts out every day!

I need to share my experience with you, bear with me. I was customer for 7 years, first 3 months okay, then it all started to go down hill, price issues, Broadband down continually, TV down continually, numerous engineers visited, numerous different diagnosis, Executive Team involved over 14 months, lie after lie, they ended up paying me around £1000 compensation, that was 2 years ago. Today, I have a knock on the door, a VM representative trying to sell me a package, the easy option would have been to tell him to ******, but, I thought let's go over the issues, he was totally aware of issues and ongoing issues, last Friday night nationwide problem no Liverpool mat h televised, he accepted it was poor but was still defending VM, poor disillusioned person, I told him to update the Database, which he said was difficult due to Data Projection, what a joke, how this Company can get away will it is amazingly, so I am £100 plus better off a month, but can no longer watch Premiership football, so I watch the highlights on YouTube, VM hang your heads in shame, a truly AWFUL COMPANY.

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We were so fed up with paying an extortionate amount for a terrible broadband service, we wanted to leave Virgin Media at the beginning of this year. However, we were told that we would have to pay an early cancellation penalty, which exceeded what we would have to pay if we held out to the end of our contract.
On the 17th of March, we received an email from Virgin informing us that our contract had ended and inviting us to renew it on more favourable terms. We did not renew the contract and instead decided to switch to Vodafone. Virgin acknowledged the change to Vodafone and provided a switching code and a phone number to call to confirm our departure.
In April, we had a new Vodafone router installed and returned the old router using the packaging kit Virgin sent us. That should have been the end of our dealings with Virgin.
When we checked our accounts recently, we found that Virgin Media was still billing us £77 a month for a broadband service we no longer had. We contacted customer services and spent all afternoon trying to resolve the issue. Although the assistant acknowledged that the broadband contract had ended and that we had switched to Vodafone, we received the following response:
"I have the documentation regarding the switch with your new provider, and it appears that the switch was cancelled on 2/07/25. This is why you are being charged for your Virgin Media services, as the switch is incomplete and has been cancelled. Have you reached out to your new provider about the status of the switch process?"
Perhaps someone else can work this one out because we can't. By July, we had already been with Vodafone since the 9th of April, and Virgin had been deducting £77 from our account since the 17th of March, even though the contract had ended and we did not renew it.
We finally got to the nub of the matter when the customer service representative admitted that the error was on Virgin’s side. He told us: "However, to cancel your services using the one-touch switch process, we need the switch documentation to be finalized on our end so we can proceed. Unfortunately, the switch was cancelled, and we cannot move forward with it since it was canceled (sic)."
We were then told that our only option to resolve the issue was to give Virgin Media a 30-day cancellation notice — in respect of a contract which had ended in March and was not renewed and a service which was terminated when we switched to a new provider. To add insult to injury, we were told that we would still have to pay for a service that Virgin no longer provided until the 17th of September.
As for recovering the £400 Virgin had taken from our account, we were informed that we could either go through a resolution process or approach the Communications Ombudsman. There was not a word of apology for the utterly shoddy way Virgin conducts its business. Instead, the recap email from customer services misrepresented our complaint as concerning a "package change." Two hours later, we received another email in which the issue was amended to an "account info change."
Our complaint concerned neither. Our issue was that Virgin Media continued billing us after our contract had ended, the router had been returned, and we had changed over to another broadband provider.