Virgin Media Reviews 

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

They are just disgusting
My broadband keeps disconnecting more than three times a day and this is happening every single day and I have been with them for two months now
I contacted customer services many times they are just lying telling me I will be sending new hub and they don’t when I contact back to ask they are saying they don’t need to send me new hub because everything works fine on their side and when you ask what’s going to happen how they are going to fix it they want to charge for engineer visit or they just hang up on your face
Their app web none of them works you are disgusting I have recorded everything I will be taking them to court because they don’t give me good service

Their customer service is appalling...signed up to them when someone came to my home yet was never informed they would be taking a month's payment in advance...trying to communicate with them is the worse experience ever - when. I said I wanted to go back to my previous supplier they then say I will be charged again for a disconnection fee...they are not transparent or clear re their billing & am finding it so so stressful .... absolutely shocking to deal with

New customer and absolutely non existent customer support. Choose another provider!

Had some technical issues and on both occasions made to follow troubleshooting on chat, then referred to WhatsApp and virgin never ever get back to you.
I’ve had poor internet since I ordered it on 2nd May and no help available. Maybe some e will actually help if I add this here!

I have kicked Virgin into touch. The worst company I ever had to deal with. Closed my account and been sent a final bill of £106.52 but when I go to pay it the figure is completely different. So when I go to try to speak to someone there is only a bot who has less sense than a newborn baby. I left Virgin not because of the package but the awful customer service. Avoid Virgin at all cost.

If I could leave zero stars I would! As a company, we are out of contract so should be able to cancel any time, that's what the contract is there for. We are moving and have been told we need to give 90 days notice! I will be on to trading today!

Refusing to change my billing date even tho I paid a month early twice to do so! This is discussing! Twice I’ve tried to change my billing date, I paid £42 on the 9th April and £42 on the 29th of April in order to change my billing date and apparently they can’t do that because I have an outstanding balance!! Again I paid early twice in the same month!! This is so frustrating & distressing, I am disabled and house bound so I find it difficult to leave my home and to communicate, the last two advisors clearly didn’t want to help me, they was rude and not understanding, they wanted me to pay my bill early again!! I’ve never defaulted in any payment always pay on time, now my payment date has changed I’ve tried and tired to change my billing date with virgin media and they can’t do it!

Hi all , moved house from Cardiff to Pencoed informed VM 2 weeks before hand , told us that there would only be a £25 reconnecting fee and only 2 to 3 day connection wait , guess what all lies , first of all they made us wait 2 weeks for connection then tried charging me £116 first estimated bill also they wanted to charge me £46 per month full price "just for broadband 50GB" , then I had to endure a grand total of 5 hours in total on the phone trying to get them to fix it , my god I knew VM were bad but didn't know by how much , what the heck is going on with this dreadful company , the customer service is absolutely abysmal . VM take a good hard look at these reviews it ain't good is it !
I felt so stressed I could have screamed at VM , please avoid these jokers at all costs , I had no choice but to continue with VM as I was in contract otherwise I would have ditched them , they wanted £120 to leave , my plan was to go with sky which is still a future option , VM you're the very best at being very bad 10/10 , if there was a Golden Globe for bad companies you'd win hands down

Should be an option for 0 stars. We contacted to cancel our broadband as we were not being provided the guaranteed speeds/service. We were met with possibly the most incompetent customer "care" team known to man. Unfortunately they had covertly upsold us an 'upgraded' package the previous year, which put us in a new 24 month contract, meaning we were due to pay an exit fee at the time of cancellation. This was not communicated to us, and we did not sign anything to confirm consent to this.
We were passed from person to person, raised a complaint, then they sent us a complaint resolution for a different customer! We contacted them again and they confirmed they had since closed our complaint, again without our consent. After being passed around the teams again, we spoke with someone who agreed to finally close our account for us and agreed to not charge the exit fee. We sent the broadband box back and thought that was the end of it.
Cut to today, and we've received another bill! We contacted them again and they explained the account was closed, but had since been reopened off the back of the complaint, and the broadband was still active. We've been told that it's now finally shut down, and while I'd love for that to be the last time I have to contact this shambles of a company, I'm hesitant to believe so.

Possibly the worst company I’ve ever dealt with, comedic levels of incompetence. Please avoid at all costs.
Moved home, they disconnected from wrong date and left me without any service for 10 days. The complaints process is non existent. You end up on web chat via an Asian contact centre where they try and haggle you a ridiculous compensation amount like a flea market. The service is also unstable. Their app told me I needed an engineer to fix so booked an appointment and he came and gave us a new router and a booster, next day I’ve got an email saying my bills have increased from the changes we’ve made. At no point was this mentioned in the process so off the complaints flea market I go again.

What can I say apart from wow!! 24 days and counting since the date Virgin media solidified themselves as incompetent.

We have waited years for virgin to finally arrive in our little town. You wouldn’t believe how excited I was to finally rid myself of Sky and have a second device provider for ultra fast broadband. As you can imagine with new services they needed to put groundwork’s in to the house which meant a small channel through our grass, along the path and onto the external wall.

How simple could that be? We’ve had it done recently with the only other ultra fast provider 18 months ago.

Somehow the two mid 20’s groundsmen representing Virgin from Avondale couldn’t grasp that. Repeatedly telling us upon arrival they would need to lift paving slabs when they didn’t. Anyway the lads laid the cable across the grass as agreed and instead of lifting slabs followed path edging three feet to cross in the gap meaning less groundwork with the same cable amount used.

As we work from home we left them to it and three hours later they drive off without word. Now this was three hours to lay 14 foot of cable in soft grass and into a gap to be cut and filled. Two people three hours is a little lengthy so you would expect it to be the best install known to man!!

They have laid cable 10mm under the grass in an arc shape not a line wasting 3 foot of cable, filled my drains with cement and yet somehow the cable is all above ground as they must’ve had a white cane I didn’t see (irony) and just slapped cement in spots got bored and pored it in my soakaway drains.

I am now left with cables above ground causing a tail hazard, can’t cut grass incase I hit cable and killed that part of the lawn. My soakaways now need to be re made at expense and I will be left to bury all the cables. I have complex neurological issues including multiple sclerosis and this will be a huge task for me to rectify as the physical toll will be insurmountable. Three calls to complain and a site visit from a manager whom agrees it needs sorting yet no resolution. I’m horrified this is how customers are sometimes left and I’m at a loss to how I fix it.

Think long and hard before using virgin media as you may be one of the u lucky ones who are left with an unsafe install.

I’m a vulnerable customer who arranged to move my Virgin Media services to a new address. I was assured on the phone that my installation date was confirmed, but then it was changed — not once, but multiple times (now three times) — with no clear explanation and no warning.

I rely heavily on internet access for my safety, support, and daily needs. I explained to Virgin Media that I am classed as vulnerable and need priority assistance. Despite this, I’ve been left without broadband for 3 weeks after moving, and every time I’ve been told something is sorted, the date changes again.

No temporary solution has been offered. No accountability. No urgency. I’ve requested to be registered as a vulnerable customer, but nothing has been followed through.

This experience has been extremely stressful and isolating. Virgin Media claims to support vulnerable people, but in practice, I’ve been ignored and pushed aside.

I am writing to raise a formal and urgent complaint regarding the unauthorised withdrawal of £1,443 from my account, repeated breaches of contract, and an appalling level of customer service that I have endured since February.

Since that time, I have been paying for a broadband service that has not worked, despite my repeated requests for resolution. This alone constitutes a breach of contract under the Consumer Rights Act 2015, which states that services must be provided with reasonable care and skill. Failing to deliver any service at all while continuing to charge me is clearly unlawful.

Worse still, after I finally cancelled my contract due to your repeated failure to provide service, Virgin Media unlawfully debited £1,443 from my account without consent. When I contacted your team, I was told this was an “accident” and that a cheque would be sent in 14 days because, incredibly, you “don’t have a system for refunds.” That explanation is not only unacceptable – it is simply not believable for a major telecom provider.

Now, after the 14-day window has passed, I am being told it may take up to 45 days. This is a violation of the Payment Services Regulations 2017, which require unauthorised transactions to be refunded promptly. It also contravenes the Financial Conduct Authority’s guidelines regarding fair treatment of customers and prompt resolution of financial errors.

Your customer service has been appalling. I have been misinformed, lied to, passed from agent to agent, and spoken to rudely. No one takes ownership of the issue, and your teams appear completely unable to communicate internally or resolve even simple matters.

I now demand the following within 7 days:
1. A full and immediate refund of £1,443 via direct transfer, not cheque.
2. Compensation for the months I was charged for a service not provided.
3. Written acknowledgment of your breaches of contract and regulation.
4. An apology for the poor handling of my case and unacceptable conduct of your staff.

If I do not receive a satisfactory response within 7 days, I will escalate this matter to Ombudsman Services: Communications, the Financial Ombudsman Service, and pursue legal action for unauthorised charges, breach of contract, and distress caused.

I expect immediate acknowledgment of this complaint.

Awful. I signed up to a new package after being with virgin for almost 10 years, for them to charge me nearly double in the first month of the new package and say it wasn’t processed their end and the package I agree to is no longer available, so now trying to charge me far more than was agreed. Have been talking to customer services for 3 and a half hours with no resolution in sight. Absolutely awful

Virgin Media do NOT warn you that you will be charge double at the end of your 18 month contract.

Virgin Media still continue to make it very difficult to cancel the contract. Extremely aggressive sales tactics. Not acceptable.

Dreadful company. Avoid them at all costs. My phones were down for 4 weeks at work and they did nothing + they've closed down my e-mail domain at home. Dreadful, dreadful company.

Would rate 0 if it was an option
Poor customer services. Phone line puts you into an endless loop on the same options
If you get though to someone it’s really poor
Issues from the start of this year. Internet not work. Boxes losing internet (hard wired in) apps getting disconnected. Ordered a new box got sent a remote. Trying to sort on chat but they won’t send a box out as they need to send an engineer out to install it. But because I work the times they are saying they won’t sort. Would avoid and will be looking to cancel my contract with them.