Virgin Media Reviews 101,417

We have has virgin media issues for the last month, every week told it will be resolved by the next week, today I have no tv at all. Trying to get hold of someone is ni-on impossible
Not happy

I am writing to express my frustration following my experience trying to contact Virgin Media yesterday. I was passed from one department to another multiple times, yet I was unable to speak to anyone who could properly assist me with my issue. It was a very time-consuming and disappointing experience, and I felt that my concerns were not taken seriously.

As a long-standing Virgin Media customer, I am reaching out to ask if anything can be done to address the latency (ping) levels at my address. I do a lot of online gaming, and as you may know, a lower ping can make a significant difference in performance.

My current contract runs until February 2026, but I have noticed that other broadband providers are offering lower latency connections. Rather than switching providers immediately, I wanted to give Virgin Media the opportunity to review my case and see if any improvements can be made to my connection or if there are any upcoming upgrades planned for my area.

My family and I have been loyal Virgin Media customers for many years, and I would much prefer to continue our service with you—provided that my latency concerns can be addressed.

I look forward to your prompt response and a resolution to this matter.

Muppets, a whole day wasted with zero Internet. We're fixing the issue we promise. Had enough of this Muppet service, and their arrogant behaviour.

I had been with Virgin Media for years. They are a strange company. If everything is going ok you don’t really get any problems but as soon as you need to talk to them about something you hit a near impenetrable series of hurdles to get through to do so. First is the online bot with it’s interminable questions and option, then if you stick with it long enough you end up talking to someone from Manilla who quizzes you further before they will deal with you. In my case I had speak to them twice as I was trying to move my contract which I was two thirds through, from one address to another as I was myself moving house. Simple you’d think? No a bit of it. The people I spoke to had such incredibly thick English accents I had no idea what they were talking about. Incredibly they ended up cancelling my ongoing contract and starting a new one at twice the price. I had no idea they had done this at the end of the conversation until I got emails saying so. To cut a very long story short after long further incomprehensible calls and then a text chat exchange on a system which seized up so I couldn’t see what I was typing I ended up with no contract and no service so I am no longer a Virgin customer when that had been the last thing I had intended. This company have been an utter nightmare over the years and frankly I am glad I am out even though it was never my intention to be so.

2 hours to change address, two agent, two bots later. i chaged doctors, dvla, gas, electric, car insurance and had a cup of tea before virgin could change my address and upsell me a package. useless. - as you see below, they now want me to go through more bots to see how they can sell me more crap.

several outages(broadband/tv) each day over the last week.

Phoned their support line...
- absolutely impossible to get past the "password" voice-recog.
- support is clearly reading from a script, no matter what
- support denies there are issues; I guess I'm imagining and lying?
- file a complaint: same thing... none of these people have ANY interest in solving anything.

Been a customer for 25 years... I'm DONE. I'm leaving at renewal.

I spoke to the virgin online chat to order my 3 WiFi pod but I was told I needed to complete the speed test thing but when I ordered my  previous pod I wasn’t asked to 2 weeks ago & ordered no problem I keep being told different rules each time I order it’s getting very annoying because when I was on the phone with the agent he told me if I pay £5 more on my package I would be able to get 3 free WiFi pods he never mentioned about speed tests I have proof on the telephone call

Do not choose them they are a liar and they will not inform you.
My problem is simple.
Moved house in July I paid my bill 1 week before we moved.Towards August.
Costumer service made new contract I didn't aware because I think it's for tv package I choose.
Cost me 55£ and lady said I will not get bill in August (toward September) I will get 2 bill in September.
However I got bill in September for August September October late fees added and dropping my credit score because miss payment in August
I called them!!No possible to speak with no one only with a robot "OKAY" I made complaint they keep saying same thing.Im asking where is the money what I paid in July because I didn't ask new contract I just addig tv package for my existing contract. MY MONEY IS LOST? AND BECAUSE I MOVED I HAD BILL NEAR 190£ if I know this I just share my hot-spot to watch the tv .
Don't choose this company and they keep lie they try to contact me I have a phone I show no one try to call me but I can show I called them more than 10x
Problem not sorted.Insted they apologise they keep saying check I did pay the 190£.They destroyed my credit score

*UPDATE*
I did make complain and the answer same email they try to contact me (no one called me)
And emails are same make sure I pay 189£ there is nothing about I got charged twice for August they just piss me off I also attacked my bank statement I paid bill for August they didn't see because new contract made but that's not my fault they have to update in the system not me

Absolutely disgusted with the way you treat customers
obviously ME, but I can see from your reviews I am not the only one!
I left you for a very good reason last October 2024 and its been a year and I am still chasing for my refund to be paid back.
I did receive a cheque last December, but it was all crumpled and torn and my bank would not accept it and to this day (10.10.25) I am chasing you!
You keep emailing my saying you have tried to call me and the cheque is on its way but NOTHING ARRIVE!
Give me my money back!

Had an ok experience with their broadband, but impossible to speak to anyone. When the price suddenly hiked up I changed provider to a faster and cheaper alternative. I received a call asking me to return the router. Not something I’d done before but agreed to do it if they made the return easy. After about a fortnight I received a box to return it in. There wasn’t any drop off points locally so it took me about a week to get to a drop off point. Soon after returning it I received a threatening email telling me I would be charged £60 for not returning the router. I tried to call them but I’ll I could get was an AI bot that didn’t understand what my issue was. Fortunately I eventually received a message saying the charges had been removed. This caused me a fair amount of stress and put me off ever using virgin again in the future.

Terrible customer services. Virgin Media attempted to take on my broadband but sent over the incorrect switch which meant I was paying 2 broadband providers at once. Had to cancel with Virgin. Customer service is horrendous and have no accountability or intention to actually help. They act like robots and are unable to perform any actions outside of the box. Steer well clear!

Unable to access account from any browser or App despite 3 hours over 40 verification emails all completed with text two factor etc etc keeps referring back to a legacy virgin media address that i have no access too as to VM already closed this account 18 months ago despite ticket being raises 9th sep 2025 not a jot from VM 4 hours of calls and over 40 emails

Terrible customer service! IMPOSSIBLE TO CONTACT OR SPEAK TO AN AGENT. I've already tried phone, chat and whatsapp and impossible to speak to a human. It closes the conversation cause I dont have a password. I don't have ANY password. Im trying to return my kit but they sent the return kit to my previous address. IF I don't send it they will charge me. WHY??? WHY IS IT SO HARD TO SPEAK TO THEM??!!!! NEVER AGAIN VIRGIN MEDIA. I don't recommend it to anyone.

They provide a good internet but constantly get called by condescending sales people to extend the contract.
They use scare tactics and talk to you like an idiot.
I still have 5 months contract.
Called by 08000525306 at least 3 times a week

When you thought you couldn't get worse than Sky.......turns out you can, absolutely shocking service from start to finish and getting in touch with them is hopeless.......my advice is stick with Sky - better the devil you know.

Utterly vile disgusting money grabbing liars.
Avoid avoid avoid.
If you want 0 customer service or even a phone line that works come to virgin media.
6 hours still no human conversation on the phone to discuss restrictions over £15 ridiculous when I’m not even home to sort the bill out you do not care about customers unless we f***ing pay you.

Poor service all around at extortionate pricing.

Was with Virgin for a number of years as the only fibre provider in my area but now I'm really glad that other providers have moved in. My price almost doubled at contract end and renewal offers were significantly higher than the offers made to new customers.

Speaking to Virgin is also near impossible - can only be done via their online chat. Even then, they refuse to work to improve or provide competitive pricing.

Would strongly recommend seeking an alternative provider like BT where possible

After more than a decade of loyalty to Virgin Media, I've observed a significant decline in Virgin Media's service quality. I am profoundly disappointed by the vast deterioration of service. The recurring issues have culminated in a current outage or limitation spanning more than two weeks. The current situation—over two weeks of non-existent or severely limited internet access—is unacceptable and has led me to the decision to terminate my service

Appalling Customer Service and Mishandled Data — Still No Resolution After 11+ Hours

I’ve spent over 11 hours on calls with Virgin Media trying to resolve a serious issue involving incorrect account information that may amount to a GDPR breach. Despite providing clear evidence, I’ve received template responses, broken promises of call-backs, and repeated claims that they “tried to contact me” — when they did not.

On several occasions, I’ve been patronised by advisors who dismissed my concerns, even after I read details from a bill sent by Virgin themselves showing an address that isn’t mine. One advisor insisted I was “not looking properly” and “didn’t understand,” despite the facts being clear.

I have remained patient and given Virgin Media every opportunity to resolve this internally, but their communication and accountability have been unacceptable. My complaint has been open for weeks with no meaningful progress, and I’ve had to explain the issue repeatedly to multiple advisors.

This experience has completely eroded my confidence in Virgin Media’s customer service and data management standards. I would urge anyone considering their services to proceed with caution.

#VirginMedia #CustomerService #GDPR #ComplaintHandling

Would give it zero stars if I could. I left virgin media who doubled my regular payment for the last month and then tried to charge an extra £19.50 for a bill that hadn't been paid in full (needless to say I've checked and they all have been paid in full). It is impossible to speak to a human being about this, ai can't handle it and they have the worst time wasting computerised system that I'm convinced would make the pope blaspheme. So glad I left them.