Virgin Media Reviews 

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.

My Virgin Media TV started to break up on all channels recently meaning the dreaded attempt to use their woeful Help / Support service.
Firstly, tried using the My Virgin Media App to check service status. The App wouldn’t open with just the usual stupid messages about something going wrong. Similar problems when trying to access service via the internet which just kept buffering until it timed out. Eventually found a contact number which advised via an automated response there were TV related issues they were working to fix. The service eventually returned the next day, but the Virgin TV Go App required a complete re-set up process with all the associated nonsense surrounding new passwords and email address confirmation with ridiculously short timescales before they timed out.
Gave up in the end and deleted the App which is pretty useless anyway.
I’ve had similar experiences with Virgin Media so called Help/ Support in the past, so avoid trying to access this service if you possibly can.

I rang to terminate my contract as I was moving. I was put onto another agent who wanted to know why I was moving. I explained I was moving into a bungalow that didn't have virgin access but had sky so I was going with them. I was asked why I was going in a bungalow, even though I said that was irrelevant they continued asking for this info. I said I had mobility issues and needed to move to single storey. I was put through to someone who said "I understand you have a critical illness and are moving to sheltered housing!' I said no and once again repeated my story. I was put onto another team. Once again I explained what was happening but the agent kept asking personal questions. This went on and on, my son was with me, he also spoke with them, but still they kept on. I ended up shouting, swearing and crying saying just terminate the contract! ... Still she kept on. I asked to speak to a supervisor who, not surprisingly, was busy in a meeting but instructed the agent to terminate the contract, which she did but not before giving me another load of verbals ...... A complete hour from start to finish, 4 different agents, causing me more stress than I have ever experienced in my life. What a damn shambles the customer service is!

I wish i could give 0 stars.... we have the broadband and honestly we're paying for nothing. We have an outage nearly every month in our area and get no reimbursement for losing a day, we're in a city too so not like we're in a rural area! The wifi will just stop working nearly every evening and we have restart it to get it to work again.

When you ring up your told "I'm sending strong signals to your hub" what does that even mean? Do you think I'm so stupid that I believe you sending a signal to my hub to give me wifi.....? By that logic it would mean all outages are on purpose. Such a joke of a company. As soon as our contract is up we're switching.

to say the customer service is an absolute joke would be an understatement. do NOT tie yourself with this company, terrible service and no help whatsoever

We have had a new router, new wires, people come out numerous times and say nothing is wrong but there definitely is, around blackpool, the WiFi for virgin has been disgraceful. Its like they dont even care about it when we raise the issues to the team. in my own house it says im connected without Internet and its not like we have the lowest package, we have the best package you can get and its still dreadful I come home from stressful days of work and still end up getting stressed out over WiFi that SHOULD BE WORKING. Sort it out its disgraceful

Virgin media has locked me out of my e mail. On the 18 July ticket number P013105269 was raised with the technical team to resolve this. I have chased this up a number of times. No one has dealt with the matter and no one working for Virgin Media can speak to the technical team. Still waiting for the call. When something goes wrong with Virgin Media, you are on your own. My mistake was not to raise the matter as a complaint before now which can ultimately be submitted to the Ombudsman. Today I rectify that mistake.

I have been using Virgin Media for 3 years in 3 different towns, and I have never had problems with them.
Yes, there was a service distribution once or twice, but it was sorted quickly.
I would say I am quite happy with VM and recommend it.

Awful - they owe me a refund from the end of my contract for over 7 months, they never send it. Had to call 6+ times, never received. Avoid them it's not worth it

I strongly advise against using Virgin Media. I have to move from the UK and I am being charged over £460 for a 'disconnection fee'. Virgin lock you into predator contracts and ensure you pay for a service they are no longer providing you with. To top it all off the customer service is awful, navigating multiple phone menus, being transferred from person to person after waiting on hold. I also had issues with their service for months when I originally signed up.

Extremely disappointed. The first TV box they sent wasn’t even new but reconditioned and faulty. Second TV box is temperamental works some days and not others. In all we are just waiting for our contract to end so that we can go back to Sky. Virgin TV is rubbish and I wouldn’t recommend it to anyone.

Absolute crooks they are making amending my 94 year old father services almost impossible, the contract was renewed unknown to the family how they want £800 to leave the contract and now charging us over £106 a month for services he does not use.

This company have no idea how to treat customers.ive had a account 1month.they did not set up my direct debit.they had all details but did not do.so I owe them £19.but even though they admit its there fault my services have been turned off for £19.my bill for this month is due next Friday Aug 1st.ive told them il pay both.thats the only way I can do to finally get direct debit set up.til then my services remain off for £19.so from today to August 1st I won't pay for a service I cannot recive.as a result of this.ive not refers 2 new customers after I've already refurd 1 new customer.they can stuff the £50 refusal don't need the hassle.

My virgin media and e mail account has been hacked by scammers who have changed my password and are sending scam e mails worldwide on my e mail account including pornographic images. Trying to get the call centre staff to understand the issue and advise me is impossible. They just keep trying to talk me through resetting my password which does not work. I was told someone would call me yesterday and no one did. Been through exactly the same process today over an hour on the phone with no progress whatsoever and scammers still using my e mail. Very poor customer service.

Problems started over a week ago, when I decided I'd renew the contract. Had to find the right people to talk to, but managed, eventually, to get to them. This is where the 'fun' starts.

Asked for and agreed to the upgrade, from the Broadband 1Gb I was on, to 5Gb. I work from home, have 3 kids, we're all streaming stuff or using internet, some months it's in the area of 1Tb. And, I could use a higher upload speed for work.

Was told the Engineer would be here on Wednesday afternoon. At 5.50pm, with no show, had to ring Virgin to find out what happened. The operator could not explain what had happened, but he could see the appointment was booked. He said he'd call me back the next day at 10.30am, which of course, didn't happen.

Next day, Thursday, rang them at Noon, to ask again what was going on. I was told the appointment was a 'wish appointment', and this should have been communicated with me. So, not an appointment, I waited in all afternoon for something that was never going to happen and Virgin decided my time was to be wasted.

Got an appointment, properly confirmed this time, for Saturday morning. At 11am, the outsourced engineer arrived, with no idea of what was required. I had to tell him. He then said, he couldn't do it, as he didn't have the necessary kit, so he arranged for someone else to come. They did, and did the installation, at the end of which I had to ring Virgin again to get it activated. I did so, was told it would be a few hours.

NB, the installer did their job just fine. Problem is Virgin don't do their job at all.

That was 24 hours ago, today it's Sunday, Virgin are off playing gold or boinking their partners, there is no one to call, so I'm screaming into the Void.

I had last week off work, and one of the aims was to get this sorted out.

I've gone online (using my phone as a mobile hotspot), and the useless test app on the VM website tells me everything is fine, because I am somehow connected.

I've down loaded the VM app, and connected to my router, and it also tells me everything is fine with my Broadband, even though I DON'T HAVE INTERNET"!

Tomorrow, I start work again, without broadband, and with more chasing of this useless company that has outsourced the work, and the project management, to anyone but itself, while it creams the profit off the top.

We get blamed for being lazy when it comes to not switching between companies to get the best deals, but I expect its more a case of being fed up with the dramas the companies create when we do so, through near total absence of customer service for which they face zero consequences. After all, what are you going to do, switch to a competitor that is just as bad, if not even worse? ComReg doesn't police how bad the customer service is, just the narrow scope of whether contracts are complied with, so there is no incentive (if anything the opposite) to keep making things worse in order to generate more profits.

Tomorrow, will be yet another call, which may, or may not, solve the issue.

If it doesn't, really have to consider whether the hassle is worth it any more, or if I should switch to Vodafone, rather than continuing to reward Virgin and failure.

Extremely expensive, slow broadband, no reward for customer loyalty and customer service is absolutely appalling. Most of my neighbourhood has moved to an alternative provider whom they are finding rewarding in many ways not just with the speed of the broadband but most importantly with costs and customer service. Cannot wait for my contact to end with virgin and move over to this new provider. Anyone who wants an alternative provider try BRSK their reviews are amazing and anyone who is with them whom you speak to will confirm this.

I have a big problem with the Allianze add. Its very inappropriate and extremely triggering. A baby with no nappy on been pulled by the legs across the bed by a grown man. Paint whatever picture you want but that's all I seen and im fuming over it. Get it off the screen. Not acceptable. The Internet full of dirty twisted perverts.

I’m absolutely disgusted in virgin media we had been with them for two separate contracts and now for the last four or five months we have had to ring to pay bill as they cannot be trusted with a standing order as they keep trying to take extra money and when we call we get passed around to people that take hours to speak in real conversations I pass security and they pass me on and say I’ve now failed security what the hell is this it’s every month I it’s like you’re doing it I purpose to make people ill I’m not bothered about you patching this situation up no more we will be spending our money where it’s valued thanks for nothing

Virgin Media customer service in Philippines /offshore guys ask 3 digit password every time you call them, even if we enter successfully in the system. This is a scam and I lost faith in Virgin Media which I've been with them for 15 years. I know they are based in offshore when asked they give fake names and they also tell me they are based in UK, which I know they are not. Why should I give my password to them to discuss my account, when I have put in the system...