Have tried all day to speak to a human instead of the bot which is useless. Virgin media sent me a message offering a free upgrade from hub 3 to hub 5 . Details on how to apply in my email but noth... See more
Company replied
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Oh my goodness here we go again. Received an email on 6th June to say our broadband would stay the same price until August 2027 and no need to get in contact with them. Then Received a text message to... See more
Company replied
The chat on their app is horrendous it disconnects you when your phone screen goes inactive or if you switch to another app while you're waiting for a reply . And you can't pick up where you left of... See more
Company replied
After 7 years with Virgin media I finally left, after they attempted to virtually double my broadband bill. Each contract end, having the same conversation and fight to get a reasonable price when t... See more
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Company details
Written by the company
Virgin Media helps homes across the UK stay connected and entertained with broadband, TV and home phone services. We know reliable connectivity matters every day, whether you are working from home, streaming, gaming or keeping in touch. We focus on making it easy to join, set up, manage your account and get support when you need it. We read the feedback you leave here on Trustpilot and use it to improve. When things do not go to plan, our aim is to put them right as quickly and clearly as we can.
Contact info
500 Brook Drive, RG2 6UU, Reading, United Kingdom
- 0345 454 1111
- www.virginmedia.com
1.5
Bad
106K reviews
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Avoid
I have waited ( still waiting ) for my refund of over £200. The request was submitted on the 29th of June and should have taken 14 working days. Today is the last day of July.
While waiting for this refund my internet went off in my home on last Saturday morning and no engineer could be sent to fix this problem until Monday. We are now on Friday of that same week and my internet has again gone off.
I've called and been told it will be fixed in 2-3 hours. I'm not holding my breath.
Absolutely shocking I will not be staying with them after my contract runs out.
I've spent more time on the phone to virgin media in the last 3 months since I joined.
Then I spent on the phone to sky who I was with for over 10 years.
July 31, 2026
Unprompted review
Reply from Virgin Media
Hi Jordan, thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you've experienced since joining us, and we'd like to take a look. Unfortunately we're unable to on this platform, please get in touch using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4fxhiSj
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3TsXJlr
26 years with Virgin. Finally left them.
I have been a customer of Virgin Media for around 25 years, dating back to the early Telewest days in 2001. Over the last two months, however, my experience with them has been nothing short of a customer service roller-coaster.
As my contract was nearing its end, I contacted Virgin Media to discuss renewing for another two years. I had already paid my final month in advance, as usual. Unfortunately, they showed no willingness to negotiate and instead seemed intent on moving me onto a new contract at a significantly higher price without properly addressing my concerns.
I repeatedly explained that I was considering leaving, but felt as though I wasn't being listened to. Eventually, I had to firmly state that I would be terminating my services at the end of the contract period. During the same call, I contacted a new provider and arranged for the switch to take place during the final week of my Virgin Media contract.
Despite this, I later received a bill from Virgin Media for the following month at the new, inflated rate. Since I had already notified them of my intention to leave and the transfer process was underway, I assumed this was an administrative error.
Then things became even more frustrating.
I received a bill for an "Early Disconnection Fee" of £14.08. Given that I had fulfilled my contractual obligations, provided notice, and arranged the switch to take place at the natural end of my contract, I was astonished. I immediately contacted Virgin Media to challenge the charge. After discussing the situation, I was led to believe the matter had been resolved.
Shortly afterwards, I received yet another bill. This time it was for just 10p. There was no meaningful explanation or supporting detail, only a payment demand with the due date listed as "NOW". Literally!
At that point, I contacted Virgin Media AGAIN and reflected on the fact that I had been a loyal customer for a quarter of a century. Rather than feeling valued, the interaction felt cold, unaccommodating, and, frankly, callous.
What disappointed me most was that the only response I received was a warning that "failing to pay the 10p could affect my credit score."
After 25 years of loyalty, that was the lasting impression.
Goodbye, Virgin Media. Forever.
July 17, 2026
Unprompted review
Reply from Virgin Media
Hi Leelock and thank you for your feedback. We're sorry to hear that your experience during your contract renewal and departure did not meet your expectations. We appreciate your many years of loyalty and regret that issues with billing and account closure left you with a disappointing final impression. Thank you for taking the time to share your experience which we will take away, and we wish you all the best for the future.
I have contacted customer services…
I have contacted customer services several times. On two separate occasions, I was promised that the £929 would be refunded to my account within three working days. Those promises were never kept, and I still haven't received my refund.
To make matters worse, every time I call I spend around 30 minutes on hold, only to be given another promise that nothing happens with. The lack of communication, broken promises, and complete failure to resolve such a straightforward issue have been incredibly frustrating.
This has been one of the worst customer service experiences I've ever had. I simply want the £929 that I'm owed returned to my account. I hope someone from the company finally takes ownership of this issue and resolves it without any further delays.
June 15, 2026
Unprompted review
Reply from Virgin Media
Hi Mohamad, thank you for your feedback. We're sorry to hear that your account issue is still unresolved after contacting us several times. We’d like to review your account but can’t on this platform, please get in touch using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4yO3Dxw
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4ySx7uh
Cant give worse then 1 star
Cant give worse then 1 star, therefore 1 star. They should be banned. Please see the list of issues I faced.
1) Interntet stoppedworking , terrible time. It was more then 2 weeks before it was working again. I work from home and I need a reliable internet cover as breaks do not work for my works.
2) It gets worse, when you call the costumer service,they did not have a clue why the internet was not working.
3) When I tried to leave, they charge me the contract fees. They dont deserve a penny and they should pay us for the chaos and lossI have sustained.
4) After leaving, I am getting threatening emails to return their router. This started in about 10 days after my contract switched. Worse bit is they use YODEL, this is a rare service and we have to travel miles to get a Yodel store.
5) Another one, when trying to log on to their website , the website wants to use a passkey, how many people have a passkey on the laptop's at home !!!!!!!!!!!!!!.
Customer service did not have a clue how I log into my own account,
Virgin media is complete disaster. They are not even worth writing a negative review.
I would sincerely suggest to stay away from Virgin media.
June 25, 2026
Unprompted review
Reply from Virgin Media
Hi Sarabjeet and thank you for your feedback. We're sorry to hear about the issues you've experienced with your service, and the difficulties you faced when leaving us. We’d like to review your concerns with you but can’t on this platform, please get in touch using one of the following contact methods:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4vVDeLD
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4g46VoZ
Vexatious customer am I?
Vexatious customer am I?
C-2507263465
It says that the above complaint reference was resolved as 'vexatious'. They never even contacted me either. Just closed the complaint and said 'up yours' to me (or acted in that way).
I find it deeply offensive to even suggest such a thing.
Especially after declaring suicide attempts and suicide ideation.
The term 'vexatious' which they have clearly labelled me with is derogatory.
It's clear they don't consider mental health or even regard it. Because they said they would assist me with the suicide ideation I've experienced.
In fact O2 sent an ambulance to me when I was not even home, and I did tell them this. The police forced entry and caused damage which I've been billed for.
Yet they have the bare face cheek to call me vexatious.
Deeply offended and deeply insulted by this crass and clearly money grabbing, greedy company.
Human life means nothing to them, just grab grab grab as much money as they can.
It's true - the love of money is the root of all evil. Virgin media are ambassadors for this notion.
July 31, 2026
Unprompted review
One of the worst experiences i’ve ever…
One of the worst experiences i’ve ever had with wifi never even had a problem with my old wifi now virgin media had to ruin it great one
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi James,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to switch providers and then encounter issues when your previous service had been working well. Reliable broadband is important, and we're sorry to hear that your experience with Virgin Media has left you feeling disappointed.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4wI33A3
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4xddoUu
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Was slammed by Virgin Media (Illgeally tried to move my service to them)
Was slammed by Virgin Media (Illgeally tried to move my service to them).
Plain fraud. They can just switch without consent and don't even need bank details. Beware.
July 30, 2026
Unprompted review
Offered a price online to add to my…
Offered a price online to add to my package, paid via the app to add it to my current contract, didn’t add so tried again and had the same issue, tried live chat and spent an hour trying to get it added for them to try and charge me extra and tie me into a new contract, they told me to phone which I did, another hour later same issue. Terrible service
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Daniel,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to see an offer available through the app, make payment to add it to your package, and then find that it hasn't been applied. We also appreciate how disappointing it is to spend significant time on both live chat and over the phone, only to be presented with options that don't match the offer you originally selected.
We're sorry to hear that the process of trying to add a service to your existing package has left you feeling disappointed with the support you've received.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/44UBB5Z
If you'd like us to review the concerns you've raised regarding the offer and your account, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3S39DlC
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Has to be the worst company I've ever…
Has to be the worst company I've ever had to deal with. Not only is the app, completely useless and hardly ever works. My internet is intermittent goes off and on when it wants. I rarely get the speeds advertised. It's so hard to speak to an actual person. My broadband is up for renewal and the price they quoted me was ridiculous. Safe to say I'll be moving on and I'll be never coming back to Virgin media ever again.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Matthew,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when you're experiencing intermittent broadband issues, struggle to access support through the app, and feel that the speeds you're receiving don't meet your expectations. We also appreciate how disappointing it is when renewal options don't offer the value you're looking for.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4bpG449
You can view the latest offers available to existing customers here:
👉 https://bit.ly/3TxBtXx
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/44YRfNM
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin media is conning customers.
Virgin media customer service guys pressurised me into keeping their so called broadband services whilst online deals are 23 ppounds they try putting existing customers into contract deals of 31.50 pounds just for broadband deals. The CISAS should look into this billing system. I want to leave virgin media and their customer service manager threatened me with dead lock which will show up on my credit score thats horrible.i will never ever want to come back to virgin media ever again. They put you into contract without your permission and increase bills which the government should look into. Please leave Virgin media.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Shaheen,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're discussing renewal options and feel that the packages available don't offer the value you're looking for. We also appreciate your concerns regarding contract changes, billing and your experience with our customer service teams.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4yUZ4li
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/4yKBGXr
If you'd like us to review the concerns you've raised regarding your package, contract and billing, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4biNMgv
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I was phoned by VM this dinnertime to…talking to a tree would be easier.
I was phoned by VM this dinnertime to talk about why a bill of mine had not been paid i explained they tried to get it out just before payday but agreed to pay everything i owe on the 5th of next month (next Wednesday) Sorted or so i thought now tonight they are txting me so i phoned again and tried to explain it had been sorted but the lady was still asking me for different letters in my password and then telling me that one did'nt that was match,down to my counting tbh that was so i told her my full password that was'nt good enough tho so then i hung up, and they're still txtn for something i sorted out at dinnertime. What an outfit.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi David,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you've already spoken to us and agreed a payment arrangement, only to continue receiving messages that suggest the matter hasn't been updated. We also appreciate how disappointing it is when you're trying to discuss your account and encounter difficulties completing the account security process.
You can find information about understanding your bill, payments, fees and charges here:
👉 https://bit.ly/4yRk8ZE
If you've noticed charges or account activity that you weren't expecting, you can find more information here:
👉 https://bit.ly/4fxWutK
If you'd like us to review the concerns you've raised regarding your payment arrangement and account support, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4blxdjY
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I made the mistake of leaving sky for…
I made the mistake of leaving sky for virgin! Don't make the same one! Awful company!
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Adam,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're disappointed to hear that your experience since switching to Virgin Media has left you feeling this way. We understand how frustrating it can be when a service doesn't meet your expectations.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4yMofq0
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin has the worst service of any…
Virgin has the worst service of any company I have dealt with. I get my broadband from them and it is not working. It is almost impossible to find a way to contact them. The only way I can deal with It is to find another provider Appalling
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Martin,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when your broadband isn't working and you're finding it difficult to get the support you need. Reliable connectivity is important, and we're sorry to hear that your experience has left you feeling this way.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4wyAnJS
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4biNVR5
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
PRICES INCREASING WITHOUT CUSTOMER…
PRICES INCREASING WITHOUT CUSTOMER KNOWLEDGE... WHAT A PATHETIC SERVICE. SPEED AND SIGNAL IS PERFECT BUT REST IS RUBBISH. PRICES SO HIGH.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Lukasz,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're pleased to hear that you're happy with the speed and signal of your service. However, we understand your concerns regarding pricing and are sorry to hear that increases to your monthly costs have left you feeling disappointed.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4wzGQ7j
If you'd like us to review your package and discuss your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4bhrAn2
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Very disappointing service from Virgin…
Very disappointing service from Virgin Media. The internet is extremely slow and keeps cutting off throughout the day. This is now the 5th time I have had this issue, and nothing has improved. The same broadband problems keep happening again and again. It is unreliable and very frustrating, especially when working or streaming. For the price paid, this level of service is unacceptable. I would not recommend to everyone and I will not go ahead in future.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Kabir,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to experience repeated broadband issues, particularly when the connection is slow, keeps dropping out, and the same problem has occurred multiple times. We also appreciate how disruptive this can be when you're trying to work, stream content, or simply rely on a stable internet connection.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4bhrE6g
If the issue persists, we'd like the opportunity to investigate this further. Please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4yUZeJq
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I wonder y we turn our backs on pay tv
After ringing virgin media about upgrading my package for sports and movies I think I found out why people are giving up on pay tv for the movies on there own £21 a month and for sports it's an extra £31 a month that's £52 just on 2 add ons now b4 virgin reply saying that's what sky wants us 2 charge how about this say no we value our customers and we aren't going to let you rip them off and also don't forget ur charger is on top of the price its pure greed I turned them down im not paying £52 a month on them 4 that price i could get every streaming service twice for that
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi David,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it can be when you're looking to add additional services to your package and find that the costs don't represent the value you're looking for. We appreciate your concerns regarding the pricing of premium TV content and understand why you've decided not to proceed with the upgrades.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4pPMGyQ
If you'd like us to review your package and discuss the options available to you, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pLXttK
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Wonderful service right through
Wonderful service right through
Josh was a lovely young man, very professional and polite
July 28, 2026
Unprompted review
Reply from Virgin Media
Hi Jaq,
Thank you for taking the time to leave a review.
We're delighted to hear that Josh provided such a positive experience. It's great to know that he was professional, polite and made such a good impression.
We'll be sure to pass your kind feedback on to Josh and his management team, as recognition like this is always appreciated.
Thank you again for sharing your experience and for choosing Virgin Media.
I’ve had 3 installation appointments…
I’ve had 3 installation appointments and my order cancelled 3 times. It’s impossible to speak to anyone in the uk.
Virgin have been emailing the incorrect email address for my local council to get permission to dig the street. I have given the call centre the correct email address twice and have now been told my installation has been cancelled for the third time as you’ve had no reply.
How many times do I have to pass on the correct email address 😡
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Cazzie,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to have your installation appointment cancelled multiple times, especially when you've already provided the information needed to progress the order. We also appreciate how disappointing it is to repeatedly contact us about the same issue and feel that no progress is being made.
We're sorry to hear that your installation has been delayed and that difficulties with communication have left you feeling frustrated with the process.
We'd like the opportunity to review the concerns you've raised regarding your order and installation. Please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4h7BVWe
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Steer clear for the sake of your mental health!
Impossible to get through to technical support, tried again today Thursday on chat @4.49pm, they responded to say 'you've contacted us outside our chat hours, so no agent is available. Our chat hours are Mon-Fri 9am to 5pm????? Steer clear if you want to keep your sanity!
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi Siobhan,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're trying to get technical support and are unable to connect with an agent when you expect help to be available. We also appreciate how disappointing it is when you're experiencing issues and feel that getting support is more difficult than it should be.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/45DIgBD
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pMxXVg
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin media horrendous customer service…
Virgin media demanding return of equipment which their own technician took away. Non payment of promised £50.71 compensation for loss of TV package. Inability to resolve via their own platform. Probably switch provider as their customer service is horrendous.
July 30, 2026
Unprompted review
Reply from Virgin Media
Hi John,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to receive requests to return equipment that you believe was already collected by a Virgin Media technician. We also appreciate how disappointing it is when you're expecting compensation and feel that the matter remains unresolved despite your efforts to contact us.
If you're expecting a refund or compensation payment, you can find information about our refund process here:
👉 https://bit.ly/4h7sWEt
If you'd like us to review the concerns you've raised regarding equipment returns, compensation and the support you've received, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RKRBUZ
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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