Virgin Media Reviews 

Slow unreliable Internet. Using phone data more than wifi, resetting wifi router on a half daily basis.

All I want to do is renew my contract. 2 sessions of over an hour to do this. Yet passed from agent to agent, and seen the message 'all most there' and 'one more moment' More times than I care to count.

If I could give 0 stars, I would

I’ve never experienced such poor customer service and dishonesty. I was working with Utility Warehouse and asked how much it would cost to leave. I was told £25. When I called to pay, suddenly the charge was £220. I explained what I had been told and was promised a call back after they reviewed the call recording. No call came.

After multiple calls, being passed from department to department (each time having to go through security checks), and being left on hold for 20+ minutes, I was promised again that a manager would call within 48 hours. No call. When I finally spoke to a manager, I was spoken to rudely and told I had to pay the full £225 and would receive a letter about my next steps. No letter ever arrived.

I escalated the matter to the Ombudsman, only to be told that there was no call recording. Fortunately, I had submitted a Subject Access Request (SAR) and obtained the recording myself – it clearly confirmed £25 was mentioned not once, but four times during the call. I won my case with the Ombudsman. However, the compensation of £100 and an apology was nowhere near enough for the months of stress, damage to my credit file (which delayed my mortgage application), and the countless hours wasted – all while working to support my 15-month-old daughter as a single parent.

I explained this to their Executive Team and issued a final letter before claim, making it clear I would be pursuing this through small claims court. Their response? Another generic email telling me to go back to the Ombudsman – despite me clearly stating I’d already won my case there.

I have now received a letter in the post again telling me to go to the Ombudsman. I’ve been left with no choice but to take legal action.

Avoid this company at all costs. The lack of accountability, empathy, and basic customer care is appalling. No one should have to go through what I did.

Customer service is atrocious, I changed to BT on the 17/6/2025.
I had been a customer for 30 years and the internet was great, but the customer was so bad I changed.

Appalling company, rubbish Wi-Fi constantly drops in and out, speed goes up and down like a yo-yo never get the 1 gig I am paying for, the hub ports keep failing and despite being sold full fibre I have a single copper cable coming into my property from a chamber outside on the path that fills with water every time it rains causing it to pack up. Once you have wasted ages trying to book an engineer visit they invariably don’t turn up. The infrastructure dates back years and is crumbling and Virgin aren’t investing any money in it so it will only get worse.
Signed a new contract on 20th June and still not working, threatened to leave and they sent me a £1746 disconnection fee!!! Take me to court Virgin.
Avoid them like the plague.

My bill went from 23.99 per month to £74.12 per month. I have been told lie after lie and getting a human to speak to is near impossible. Wi fi not working
then how do I get the link on my phone. They lie and lost previous complaints. Please dont bother with these lairs. My mum needed and Ambulance several weeks ago no Wi Fi signal the call to 999 failed if not for an old landline my Mum could have died.

Worst customer service ever. If I could give no stars I would. Lethargic customer service representatives. Not helpful at all. Had to fight to activate THEIR service as their service was already installed in my premises before I moved in. So so bad. Would not recommend.

I now have 5 complaints waiting to be resolved. Please add C 270625323 to the ever-growing list!

Is anyone running this Company?

Can anyone ACCURATELY transcribe your telephone calls? You appear to have made up a Contract which I HAVE NOT entered into and made up a random bill amount AGAIN - WHICH I HAVE NOT ENTERED INTO!!!

DO NOT - UNDER ANY CIRCUMSTANCES - TAKE ANY UNAUTHORISED MONEY FROM MY ACCOUNT!!!

I have been charged extra on my last two bills.
Tried to speak to customer services, after explaining my problem the lady was struggling to explain why I had this issue then hung up the phone.
So annoying after all the time it takes to finally get through

Can’t play a game at all with this rubbish WiFi… always disconnects and the router has been broken 3 times already without it being touched. Booked 3 engineers within 6months of use…

Hands down the worst telephone handling system in the entire world, so obvisouly focused on allowing payements to be collected with ZERO options for HELP, so dissapointing, Im sure when Richard started this business he wasnt expecting this, I'm really really surprised by how crazily rubbish and frustrating the experience is. I think its going to cause me to murder some random person Im near, or ram blunt pencils myself through my eyes, hands down the most frustrating experiences of my entire 50 year life... Please save years being added to your life and go with anyone else, (BT/SKY/BA, anyone really will be significantly better), I'm waiting for Jeremy Beadle to come round the corner and say its all been a wind up, I cannot wait to have my contract ended, and I really hope for the good of UK business reputation that Vigin Media goes bust, and that no-one else has to endure the painful process of navigating customer services!!!.. #I have no WIFI service, and not one person is listenening, only real person I eventually spoke with said they could only look at this if I signed into another 24 month contract as I'm out of contract !!! I'm being charge full price (And some) for services I havent been getting, I'm pretty sure this is tantamount to theft, or very least an abuse of some sort.. PLEASE PLEASE PLEASE avoid virgin media like its the plague... or have a decent supply of antidepressant drugs to help you following entering your agreement

Cold called at my address from Virgin, I explained to the sales person that he is not supposed to come to my address because I contacted Virgin previously when they woke me up twice after doing a night shift.
The sales person became aggressive when I asked for his managers name and contact details. The cold call salesmans name is Ricky Samra.

Absolutely awful experience with Virgin Media. I've been without internet for several days now, and to make things worse, they cancelled the engineer appointment at the very last minute. No explanation, no follow-up, just radio silence. Working from home has been a nightmare, and customer service has been completely unhelpful.

I really regret choosing Virgin—should have gone with Sky instead. At least they seem to value their customers and know how to keep an appointment. Avoid Virgin Media if you actually rely on your broadband.

Oh my, useless customer service. avoid at all costs. hours of my life i will never get back

Am FURIOUS. Switching from Sky today. Was told Virgin kit would arrive yesterday - as it did - and then engineer would come today - as havent - and not coming till Thursday. So now got 2 days withoit internet and tv!!! Hours on phone to them gettjnv nowhere

After weeks of internet chat I found a number I could ring and speak to somebody. The lade was beyond helpful and promise an engineer visit. sure enough, bang on time, David arrived and within the hour my Tivo box problems were solved. He was polite, helpful and very, very good at his job. Thank to all concerned.

Absolutely useless customer service. Don't even bother trying to phone then. Trying to cancel the contract that has ended, mission impossible! Was originally switching broadband supplier then decided didn't need broadband. They told me they were going to charge me an early exit fee for a matter of 1 day. After cancelling switch they tell I need to give them 30 days notice. Nope sorry contract has ended and I did not agree to renew

I have been charged for a Netflix subscription that I did not want or authenticate. It took ages to fine anyone who could understand or help with the problem.

There is a lack of understanding at lower levels which makes the support useless. Avoid this provider if custom services is important.

Appalling customer service, happy to tell untruths, damaged my property on installation. Don’t touch with a barge pole

HORRENDOUS experience with Internet being down - just received the 8th!! Txt msg saying that they have to reschedule broadband service repair, we have now been without Internet for 2 weeks. With 2 children and a husband that works from home it is terrible service - will definitely changing provider