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
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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
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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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Frustrating
Frustrating. I've been with this company for 30 years and the service has been fine. The problem comes when you have to contact them. I've spent hours over the years trying to deal with a human capable of a conversation. Overpricing and lack of communication are my
reasons for leaving. It seems that they would rather argue that come up with a
solution.
Update. I followed Virgin's advice and rang the number. A robot answered for another run around. Eventually I got through to a person who was just as unhelpful.
Won't recognise me email.
Claims to send a link to that email but does not.
Won't recognise my memorable word.
Ask me to go on virgin media app. I need my email that they don't recognise
A password that they don't recognise.
And a memorable word that they don't recognise to reset.
Catch 22 stupidity!
The helpful number was every bit as unhelpful as any other virgin number. I don't think they deserve a one star. Pathetic.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Gary,
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've generally found the service reliable over the past 30 years. However, we understand how frustrating it can be when you need support and feel that contacting us takes longer or requires more effort than expected. We also appreciate your concerns regarding pricing and communication, and we're sorry to hear that these issues have led to your decision to leave.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/45FpJVA
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/3RTd3Y6
If you'd like us to review the concerns you've raised, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/45FpKJ8
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback and for your many years with Virgin Media.
all broadband companies are bad in the…
all broadband companies are bad in the uk. but they stole the VM data base and I get calls twice a day for months trying to scam me. I might need to change my phone number because I can't block them all! BT is also bad, but at least they didn't give my details to scammers!
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Alexandra,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating and concerning it can be to receive repeated unsolicited calls, particularly when they're ongoing and difficult to block. We also appreciate how this can leave you feeling dissatisfied and worried about your personal information.
If you're receiving marketing calls from Virgin Media and would like to update your preferences, you can do so through My Virgin Media:
👉 https://virg.in/myVM
Then go to:
Account settings > Marketing preferences > Edit my preferences
Please note that changes can take up to 28 days to take full effect.
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/4fEO43W
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
The worst broadband provider
Transferred over a year ago. Internet has cut out at least once a month on average for long periods (24 hours) of time e.g unexpected works.
Recently internet stopped working, and needed an engineer to visit. On the Saturday morning we phoned them - they couldn’t get anyone out to our home until the following Tuesday. We also raised a complaint. On the Tuesday no one turned up, so I called them - no complaint logged and no engineer booked in. Currently waiting now until Thursday. Lost earnings for 4 working days this week as I work from home.
The most awful broadband provider I have ever used.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Beth,
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 service interruptions, particularly when they leave you without broadband for extended periods and affect your ability to work from home. We also appreciate how disappointing it is to arrange an engineer appointment, only to find that no visit has been booked and your complaint hasn't been logged as expected.
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 broadband and WiFi issues here:
👉 https://bit.ly/4yPOJa6
We're sorry to hear that your experience with engineer appointments and complaint handling has left you feeling this way.
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/4pV6Ffo
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Harassing Emails and Texts About Router Return and Other Issues
Honestly, I found Virgin Media fine in general. The service perhaps lost connection requiring a router reset maybe 2 or 3 times over 20 months, so was almost flawless. The speeds never really seemed to drop.
Perhaps minor gripes were to do with their heavily outsourced customer service. Sometimes it's a little difficult understanding them and the quality of service can really differ. For quite a long time, it was actually almost impossible to get through to anyone; the robot phone line would annoyingly disconnect when calling and send a message linking customers to an FAQ. What happens if the caller does not have the internet, or does not have a device capable of using data with an internet connection? There's a simple answer to that.
The main issue is the emails and texts that are borderline harassing regarding returning the router. It began with sending the router or a charge of 85 would be applied to the account. Since it has moved onto there has been a charge applied to the account. In recent days, it now states that they will contact a debt recovery company to claim the money back and that it might be in my best interests to pay the fee.
The problem with all of this? I've actually tried multiple times to return the blasted thing using the Yodel parcel service. There are three stores available on the email I received that are relatively nearby. One is an area full of crime and unsavoury characters that I do not want to venture to; the store was robbed fairly recently highlighting this issue. Another is also too far away in an area I'm unfamiliar with. The one closest that I've attempted to return it to on 5 occasions has a malfunctioning scanner. Over the course of several weeks, the scanner is still not working.
I've emailed Virgin Media many, many times and they've ignored every single email. They've also made promises of charges not being applied on the phone. Guess what?! Charges are still applied now because of the delay returning it. This is despite the emails, the attempts in delivering it. The explanations. The phone calls.
I've mentioned to them that I do not agree with their behaviour and I may be seeking legal compensation over this.
While I think the service was smooth and good enough, it's ended sour. The problems returning the router is not my problem. Their automated approach to handling this situation is the problem. If customer service cannot bypass these automated restrictions, then there's a problem.
July 4, 2026
Unprompted review
Reply from Virgin Media
Hi there,
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 found the broadband service reliable and that the speeds met your expectations during your time with Virgin Media. However, we understand your concerns regarding customer service and the difficulties you've experienced returning your equipment.
We appreciate how frustrating it must be to receive continued reminders and charges when you've made multiple attempts to return the equipment and have already contacted us to explain the situation. We also understand your concerns regarding the available return locations and the support you've received while trying to resolve the matter.
If you're returning equipment, you can find more information about the returns process here:
👉 https://bit.ly/4gddPs9
If you'd like us to review your concerns regarding the equipment return, charges applied to your account 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/4gdkPW0
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Worst customer experience
Re arranged a new tariff after a long winded procedure for a gentleman with dementia. They continued to charge the full amount and would not respond to a complaint. Dreadful company to deal with.
August 3, 2026
Unprompted review
Reply from Virgin Media
Hi Brian,
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 changes are agreed on an account but the billing doesn't match your expectations. We're sorry to hear that this experience has left you with such a negative impression of Virgin Media.
If you or the account holder require additional support, you can find information about the accessibility and additional support services we offer here:
👉 https://bit.ly/4pV5HA1
You can also find information about understanding your bill, payments, credits and charges here:
👉 https://bit.ly/4fFpno2
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/4hb2UQP
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Virgin customer services- absolute shower of ...
Virgin customer services are great until there's a problem.
Then they become the problem by adding to it.
Had outages (working from home) because an engineer kept pulling the wrong cable- happened 6 or 7 times in about 2 months, which meant me losing time and money having to go into the office, during my working day- loss of wages, extra travel costs and so on.
Awful to deal with.
Think O2 are bad?
Miles better than Virgin media and O2 just about scrape the bottom of the barrel.
I expect O2 to reach the dizzy lows of Virgin media soon, now they've joined together
Still have a disputed bill (April 7th 26). Looks like I'm going to have to go through OFCOM just to get an answer (right or wrong) out of the useless Virgin
Glad I am out of contract, so I could change and did!
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Dewi,
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 service outages, particularly when you're working from home and the loss of service impacts your ability to work, travel costs and earnings. We also appreciate how disappointing it is when issues continue to reoccur and you're left feeling that the support received has added to the frustration rather than resolving it.
We're sorry to hear about your concerns regarding the handling of the outages you've experienced, as well as the ongoing billing dispute dating back to April 2026. We understand why this has left you with such a negative impression of Virgin Media and ultimately led to your decision to switch providers.
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 broadband and WiFi issues here:
👉 https://bit.ly/4bqRoNE
If you've noticed charges on your account that you weren't expecting, you can find more information here:
👉 https://bit.ly/4zgUtdt
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/3RVAHD8
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Honestly the worst provider I have ever…
Honestly the worst provider I have ever encountered, I really wish I had read these reviews. Plus net, BT and Sky have all been far superior, and I really regret giving Virgin a try. Stay clear!
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Trevor,
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 to switch providers hoping for a positive experience, only to feel that the service hasn't met your expectations. We're sorry to hear that your time with Virgin Media has left you feeling this way, especially when you've had more positive experiences with other providers in the past.
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/3RsXruk
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Appallingly bad Company !
After 32 years of being of being a cable customer , I have finally decided to to move elsewhere . They have simply no have a clue on how to treat customers with the remotest degree of respect , Their renewal fees are a joke over double what they offer new customers . The out sourced customer service is abysmal. Even when they find you are leaving they rub you up the wrong way by telling you how much you may owe and when they will start deleting your emails and not even getting your name right .They need to stop spending money on glossy adds and wake to how bad they have become!
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Michael,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it must be to make the decision to leave after 32 years as a cable customer. We also appreciate how frustrating it is when you feel that renewal offers don't reflect your loyalty, particularly when comparing them to offers available to new customers.
We're sorry to hear that your experiences with customer service and the communication you've received during the cancellation process have left you feeling undervalued after so many years with Virgin Media.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/3RVAPm6
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/4wIu9XS
If you'd like us to review the concerns you've raised regarding your renewal experience and 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/4w5Z2Eo
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback and for your many years with Virgin Media.
Lost Internet on July 30th
Lost Internet on July 30th. No connection by Saturday 1st August. Waited 45 mins to speak to a "real" person. Told internet would be re-connected by Monday 3rd at 1pm (lies!). Here we are Tuesday afternoon, 6 days later, and still no Internet. Only announced deadlines which pass with a 'whooshing ' sound and no connection. Totally useless company when things go wrong. 2 stars because, when it works, it is a good service. Excellent high speed broadbandandgood TV package. Such a pity the company doesn't seem to want to help you when there is a fault.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Warwick,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're pleased to hear that, when working normally, you've been happy with the broadband speeds and TV service. However, we understand how frustrating it must be to be without your internet connection for an extended period, especially when resolution times are provided and then pass without the service being restored. We also appreciate how disappointing it is to spend significant time trying to get support and still be left without a working 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 broadband and WiFi issues here:
👉 https://bit.ly/4fX4HGR
If you'd like us to review your concerns regarding the ongoing outage 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/458nwBW
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Highly recommend to AVOID!!!
Highly recommend to AVOID!!!! Virgin or O2 !!!
All they trying is to rip costumers wallet !!! Lack off support !!!
I've closed account with them !!! Sent a Virgin Box back .... (I've got tracking number of sending !!) And they did is ... sent me an email that I have to pay for a box and if not THEY GONNA PASS MY DETILES TO DEPT RECOVERY AGENCY !!!!
August 2, 2026
Unprompted review
Reply from Virgin Media
Hi Igors,
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 communications about equipment charges after returning your Virgin Media equipment. We also appreciate how concerning it is when you have proof of return and are then advised that further action may be taken regarding the account.
If you've returned equipment, you can find more information about our equipment returns process here:
👉 https://bit.ly/4wd4B46
If you'd like us to review the concerns you've raised regarding the returned equipment, the charges applied to your account 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/3TTaUMz
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
This is by far one of the most…
This is by far one of the most frustrating companies I have to deal with - appalling customer service, clueless staff, stupid prices increases that you have to battle with to get back to normal levels - very bad company. Steer clear for your own sanity
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Paul,
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 support and feel that the service you've received hasn't met your expectations. We also appreciate your concerns regarding pricing and the effort involved in reviewing and renewing your package.
We're sorry to hear that your experience has left you with such a negative impression of Virgin Media.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4wd8eXR
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/4w5sPNm
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Don't be sucked in by great new customer offers
Received an email 30th July starting with 'We always want you to be on the best package for you'. It said my contract had ended and current price was £30, but neglected to say they had moved me to their default rate and already taken £69 by direct debit 20th July. Called Customer Services and they offered £39 for my current 350 speed and yet on their website, new customers can secure 1130 for £27.99.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Richard,
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 reviewing your package and feel that the pricing information you've received doesn't match your expectations. We also appreciate how disappointing it is to discover that your contract has ended and that your monthly charges have increased before you've had the opportunity to agree a new deal.
We understand your concerns regarding the difference between renewal offers and those available to new customers, and we're sorry to hear that this has left you feeling disappointed with your experience.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/3TF7gG7
You can also find information about understanding your bill, payments, credits and charges here:
👉 https://bit.ly/4co6fbR
If you'd like us to review the concerns you've raised regarding your package 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/4xmxKL3
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Well where do i start with virgin
Well where do i start with virgin ive been with them for 10 years on either mobile or Internet and had varies problems over the years and made complaints and nothing really resolved this time this has gone too far and as soon as any contracts I have left ill be leaving them and won't be returning a few months back I noticed there was a 25£ fee coming out of my account so went through the procedure and called virgin they put me through varies different operators and all of them where dumbfounded as to where this 25£ has come from according to all the records I was up to date and I should have only being paying so much monthly for my current contract I finally go put through to one of the staff who come across decent to be fair she said she couldent understand why I was being charged either and told me this is common with virgin and to contact my bank and make a indemnity claim for the last 12 months because thats how long it had gone on in which I did and got the money back weeks later I have a random text of a debt collection agency I have called them to check it wasent a scam etc to be told that I owed virgin media 275£ for a unpaid phone which I couldent understand as I had nothing owed to virgin in my head so I contacted virgin only too be bounced from pillow to post after speaking to around 6 operatives regarding this sum again nobody had a clue about this and I finally spoke to someone who initially tried to palm me off to another operative who looked into it and said oh yes there is a outstanding payment for 275£ but we have sent it to a debt collection agency and they no longer can deal with it and I have to pay them I then explained that I think I new what had happened that there staff had told me I owed nothing and I should claim back via my bank in which I did and this has happened virgin have my current address as I have a phone contract currently and Internet package with them and I have had zero correspondence from them regarding this 275£ my only thought is they have been sending to my old address which is no longer my address and they know it due to current contracts etc and its gone to a debt collection agency who I have now paid because of fear of repercussions with my credit as that took me many years to get right so I could get a mortgage I am always debt free but this how now put me in a bind this no doubt will come up with a default on my file I have paid the 275 which would have put me in abit of abind with other bills and I have a baby on the way this company have the worst staff ever and the customer service as you can see is atrocious I cant wait for current contracts to end I really really dont recommend this company there absolutely useless
August 4, 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 must be to spend significant time trying to resolve billing concerns, only to receive different information from multiple teams and later discover that a balance has been referred to a debt collection agency. We also appreciate how concerning it is when you're trying to manage your finances, protect your credit record and prepare for a growing family.
We're sorry to hear about your concerns regarding the advice you were given, the communication you've received about the outstanding balance and your experience trying to get clarification from our teams. We understand why this has left you feeling disappointed after many years as a Virgin Media customer.
You can find information about understanding your bill, payments, credits and charges here:
👉 https://bit.ly/3RLsBgA
If you've noticed charges on your account that you weren't expecting, you can find more information here:
👉 https://bit.ly/4c3tGXP
If you'd like us to review the concerns you've raised regarding the charges, account history and 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/4bufeIj
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Terrible, And Unprofessional Insulation Job we have Experienced From Virgin Media
Afternoon Virgin Media Complaints
Where do I Start as A Brand New Virgin Media Customer From Saturday 11th July 2026
It was all arranged virgin to gt the Installed for Satarday 11th July 2026 But Now That I Know When it was Installed by KEITH it was Not Done Properly
There are 6 Connections and 5 Had Muck Inside Them and that was the reason for the Hassle, Frustrating, Problems, and General Just Unhappy Brand New Virgin Customer,
I had to Complain Again This Is The Fifth (5) Time to go online and make the Complaints
1/ Brand New Customer From Saturday 11th July 2026 and Still Not Receiving NETFLIX as it was Advertised Including In Your Package,
2/ Is the Extra Bonus From Virgin Media In When I Signed Up to Virgin as a Brand New Customer it was asking if I would like an Extra £50 Pounds towards my Account as a Credit I then replied and said YES
But I Never Received This £50 Pounds on My Account as a Brand New Virgin Media Customer
3/ And The Goodwill Gesture You Promised That You Would Process Today to My Account For The Goodwill Gesture For £15.00 Pounds I Have Attached a Screenshot of My Account And There is No Goodwill Gesture There?
4/ It is Terrible, And Unprofessional Insulation Job we have Experienced From Virgin Media
We have to make arrangements for an other engineer BRAIN to attend My House Again to Fix This Unacceptable Mess of A Insulation Job
I am a Brand New Virgin Customer and totally Disgusted with the Virgin Service and the Insulation Procedure I have been trying to deal with this Inconvenience and Time Wasting As Follows In Phoning Virgin, Making Complaints, Broadband Issues, Connecting to the Internet, And Issues With Connection to our IPHONES
So since this is all been happening to a Brand New Virgin Media Customer I have Still Been Paying For A Service I Have Not Had The Usual Off Properly
I can Honestly say We My Wife And I have Been Treated Very Badly And Do Not Have Any Faith In Virgin Media Services
I look forward to your response
Kind Regards
Mr David Fair Mrs Elizabeth Fair
July 11, 2026
Unprompted review
And it continues - Virgin Media is the worst
I had my direct debit cancelled by Virgin for no reason. I have phoned several times over the past 4 months (several chats etc) to rectify this and have been given various actions to follow, been given false information, not been able to set up a direct debit (meaning I pay each month), been lied to on various occasions. I have been charged for late payments because Virgin cancelled my direct debit but stated they did not (despite having a cancellation email from them stating "we have cancelled you direct debit). YOU CANT MAKE IT UP....
I have had several people who cant speak very good English and simply cant understand my complaint.
I also have not had a response from my previous complaint. Its been 2 months - meant to respond after 28 days.
Virgin are useless and I have never experienced such poor customer service in my life.
My last experience I followed their advice, I have tried to set up my direct debit after paying latest bill, and guess what - it states my information is not validated. What does this even mean, well it means yet again I am unable to set up my debit.....I pay all my bills and no have issues with anyone else, just Virgin.
Get it sorted Branson you absolute moron ha ha
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Wayne,
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 a Direct Debit is cancelled unexpectedly and you're then required to spend months trying to get the issue resolved. We also appreciate how disappointing it is to receive conflicting information, experience difficulties setting up a new Direct Debit, and incur late payment charges while trying to follow the advice provided.
We're sorry to hear about your concerns regarding the support you've received, the delays in responding to your complaint, and the ongoing issues you've encountered when attempting to manage your payments.
You can find information about understanding your bill, payments, credits and charges here:
👉 https://bit.ly/3TCxgC0
If you've noticed charges on your account that you weren't expecting, you can find more information here:
👉 https://bit.ly/4yZSx8I
If you'd like us to review the concerns you've raised regarding your Direct Debit, late payment charges and complaint handling, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fW6s7i
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Beware illegal practices when moving
When moving house, Virgin cancelled my original contract without notice and started a new 24 month contract. This caused two problems - I was immediately charged £12.99 by netflix as my netflix package was discontinued with immediate effect. The second, major problem, was that they extended the contract but not the promotional price, putting it in writing that I would be on the hook for 7 months at £140 per month over my current rate. It took hours of calls to have it in writing that they would not hold me to the incorrect contract length, They still have not issued a corrected contract or connected my services.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Simon,
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 encounter issues while moving home, particularly when you're expecting your existing services and contract arrangements to transfer smoothly. We also appreciate how concerning it is when changes to your account appear to result in additional charges, changes to third-party services such as Netflix, and uncertainty regarding your contract terms.
We're sorry to hear about your concerns regarding the cancellation of your original contract, the creation of a new agreement, the impact on your Netflix service, and the time you've spent seeking clarification around the contract length and pricing. We also appreciate how disappointing it is that your services have still not been connected and that you're awaiting updated contractual documentation.
If you're moving home or need information about your services during a move, you can find more information here:
👉 https://bit.ly/4hfAjtM
If you'd like us to review the concerns you've raised regarding your contract, billing and service 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/4fNp4Gj
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Terrible experience
Terrible experience. My mum had an engineer booked to go to her house at 8am 2 days from this incident, to sort out the landline change over because she has a city wide alarm. I tried to use the live chat, spoke to Ruksana, who clearly knew nothing about dementia and I was asked to ask her to remember her password. I explained she has dementia. i was told they couldn't do anything because I wasn't the account holder and she couldn't remember her password. My reply was "So you are NOT going to change the appointment and just send someone to a vulnerable ladies house at 8am?" They said they would look into it. then 5 minutes later I received a huge message saying authentication had failed and they would send out a letter in 5 days to change the password. The appointment was in 2 days. I thought this was absolutely disgusting. I was just trying to move the appointment to the afternoon. Not access her billing account. I expect more from Virgin Media. My mum now has an engineer coming to her house at 8am because of their ridiculous security. The worst part is that even though I told them my mum has dementia, they asked if she knew how much her last bill was - No she has dementia, I pay them, when is the next bill due - we don't know because she doesn't pay them. The security questions are designed for someone who doesn't have mental health issues. All I kept getting was "sorry for the hassle but you haven't passed the security" Shocking!
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi there,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how concerning it must be when you're trying to support a vulnerable family member and encounter difficulties making what appears to be a simple change to an engineer appointment. We also appreciate how frustrating it is to explain that someone is living with dementia and still feel that the support process isn't taking their circumstances into account.
We're sorry to hear about your concerns regarding the account security process and the impact this had on your ability to rearrange the appointment. We understand why this experience has left you feeling disappointed, particularly when your intention was simply to ensure that an engineer didn't arrive unexpectedly at your mother's home.
If your mother requires additional support, you can find information about the accessibility and additional support services we offer here:
👉 https://bit.ly/4w6GkfM
If you'd like us to review the concerns you've raised regarding the appointment 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/4wanV1T
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Entered into a new contract requesting…
Entered into a new contract requesting that apart from sky movies my channels would remain the same. We agreed a new price. Switched on last week and found sky sports and kids TV missing. Vigin have reinstated sports as a temp measure until they can find the recording of my conversation re new contract. I have been with virgin for over 20 years and at every end of contract have to endure this crap. Promises of call backs never happen and to date nothing has been resolved.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Mr Millington,
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 agree a new contract based on retaining the channels you wanted, only to later find that services were missing from your package. We also appreciate how disappointing it is when issues arise during the renewal process, particularly after more than 20 years as a customer.
We're sorry to hear that, despite a temporary resolution being put in place for your sports channels, you're still waiting for the matter to be fully resolved. We also understand your concerns regarding promised callbacks and the lack of progress you've experienced so far.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4wdixer
If you'd like us to review the concerns you've raised regarding your package and contract renewal, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4wao4Ct
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Shockingly bad internal systems and…
Shockingly bad internal systems and processes whereby you get bounced around multiple departments from existing customer line to new sales line to retention line etc - nothing is connected and each team blames the other team for bad service!!! A total joke to deal with!
July 7, 2026
Unprompted review
Reply from Virgin Media
Hi Catherine,
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 transferred between multiple departments and feel that you're having to repeatedly explain the same issue. We also appreciate how disappointing it is when communication between teams doesn't meet your expectations and leaves you feeling that responsibility for resolving your concerns is being passed around rather than owned.
We're sorry to hear that your experience has left you with such a negative impression of our customer service.
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/3TWDQmR
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Very poor service and experience
For the last month my son has not had access to his emails. Despite numerous phone calls, VM have been unable to fix the issue. The same happened to me a couple of years ago when I lost access to all incoming emails for a couple of months. The current issue appear to be with VM's servers but VM are not looking at this.
VM is fine when everything is working, but when there is a problem, the fix can take ages.
Although I have been a customer for nearly 30 years, when my contract expires, I will go elsewhere.
August 4, 2026
Unprompted review
Reply from Virgin Media
Hi Roger,
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 access to an email account is interrupted for an extended period, especially after multiple contacts without a resolution. We also appreciate how disappointing it is when you've experienced a similar issue in the past and feel that progress is taking too long.
We're sorry to hear that this has impacted both your son and your confidence in our service after nearly 30 years as a customer.
If you'd like us to review the concerns you've raised regarding your email service 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/4yX8Ini
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
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