Virgin Media Reviews 101,387

Dear Virgin Media,

I am writing to express my deep frustration and disappointment with the unacceptable service I’ve received over the past month. For weeks now, my internet has been completely unreliable — constantly cutting out, dropping in and out, or not working at all. This isn’t a minor inconvenience. I work from home, and this constant instability has made it nearly impossible to do my job properly. It has caused immense stress, disrupted my livelihood, and left me feeling utterly let down by a company I trusted.

Despite paying my bills on time and expecting the reliable service I was promised, I’ve instead had to deal with repeated failures, broken promises, and poor customer support. Every time I’ve reached out, I’ve been met with scripted apologies, meaningless troubleshooting, and engineers who seem just as confused as I am. I’ve been sent new broadband equipment multiple times, but nothing has fixed the issue. It feels like no one is truly listening or taking responsibility.

This hasn’t only affected me — my entire family has suffered. We’re a household of four, and even my younger sister can’t do something as simple as watch YouTube. She doesn’t understand why the internet never works, and honestly, I struggle to explain it myself. The constant interruptions, frustration, and disappointment have taken a toll on all of us.

I’m beyond dissatisfied — I feel genuinely hurt and disrespected as a paying customer. Virgin Media has failed to provide even the most basic level of service, and I can no longer recommend your company to anyone. I expected better. I deserved better.

I ask that you take this seriously and offer a meaningful resolution — not another engineer visit or empty apology, but real accountability and proper compensation for a month of unreliable service and the stress it has caused.

I joined Virgin Media in April 2024 for a 125M broadband service of 18 months, ie, this contract is supposed to be ended in October 2025. I then moved house in May 2024 which this contract was amended to be ended on 23 November 2025 which I was not notified and most importantly I did not agree to this change. For the service charge of this 125M broadband, I need to pay this month is £57.67😡😡😡

just the worst customer service ever!!! These people will test you to the limit. Can only think it`s part of there training to wear you down and give up trying to resolve any concern if it`s not in the interest of Virgin media financially. Shocking !!!!

Closed my account with virgin as my bill went from £35 a month to £95 a month without them telling me as we were out of contract they said if I signed a two-year contract they could reduce it again felt very ripped off so I closed my account Spoke to their team. Did the telephone number as well they told me that both would be closed even though the new people said they had to close them separately took a name of the person that said it would be done and it never got done. They then sent me bills and also affected my credit rating by registering with Equifax. This company is not to be trusted. Please don’t use them. They tie you in for two years even though you deal only last one, you end up paying twice as much the second year have now gone toob  much faster less than half the price will never go back to virgin

Virgin media are by far the worst company I have ever been with.
I encountered countless problems with them and I felt like I took on a part time job. The connection was shocking if it ever worked. I was with virgin media for my WiFi and went a whole month solid without WiFi and they refused to refund me.
As a single mother WiFi is a luxury for me and had to work hard in order to pay for it yet didn’t even really get the chance to ever use it.
At the end of my contract they told me they would send someone round for the equipment as I couldn’t mail it back myself. 3 months went by so I called up again as they were demanding £90 for the equipment. I told them someone was coming round for it so they agreed and said they would again. Another 4 months have passed and my credit score was declining rapidly. I was distraught. I thought I left this awful company behind yet now I’m apparently in debt to them for £90!
When I called them up I spoke to a woman that works for virgin media so I explained my situation about how I didnt know I owed this debt as virgin media told me they were sending over an engineer and my credit score is severely affected, then the woman on the phone started laughing at me.
I tell everyone I know to stay away from this company. It is by far the worst company I have ever been with I can’t believe they are still even in business.

Please stay away

Moved over to virgin tv stream box been really good had there broadband for years all been good for me especially with money nowadays and everything going up on price so thank you.

Had Virgin Media at my previous address and it was brilliant, at this address where I live now it is the worst bad example, constantly going down and even though customer services claim to be on top of the problem it's the same every day losing connection 2 to 3 times for up to 20 minutes a time, it is totally rubbish for the money...

I’ve been a Virgin Media customer for over 10 years, but my experience has become worse and worse over time.
Every time I start a new contract, it begins at a low price – for example, £25 for 250Mb – and year after year they keep increasing it.
By the time my contract ended, the same plan had gone up to £58 per month!

When I asked to upgrade, they offered me the same 250Mb plan for £45, while on their website they advertise Gig1 (1Gb) broadband for £36 for new customers.
I asked if I could get that offer too, but they told me it’s only for new customers.

So after more than a decade of loyalty, I’m treated worse than someone who just joined.
The internet speed is often weak and unstable, customer service is nonexistent, and getting help is always a struggle.

Instead of rewarding loyal customers, Virgin Media punishes them with higher prices and unfair deals.
Very disappointing — I do not recommend Virgin Media anymore.

why can’t my ps5 run 5ghs i would like to file a formal complaint against you because im sick of this hiring stupid special needs idiots to do your jobs you lazy prick

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.

Virgin Media has acted in a misleading and unfair manner. I agreed to a broadband-only service at £25 per month, but without my consent, my bill was raised to £57.30 for three months. I never received any end-of-contract notification — not in my inbox, spam, or Virgin account — despite their claims.
When I contacted them, I was met with rude, dismissive behaviour, and instead of resolving my complaint, they kept offering new deals (£27/month) while refusing to process my clear cancellation request for 10 October 2025. They are now asking for “screenshots” of my contract summary — a clear stalling tactic to delay resolution.
This conduct breaches Ofcom regulations on contract notifications and the Consumer Protection from Unfair Trading Regulations 2008, as Virgin Media failed to inform, misrepresented facts, and ignored my rights.
suffer from depression, anxiety, and panic attacks, and this experience has worsened my health due to their lack of transparency and disregard for customer wellbeing.
I have now escalated my case to the Communications Ombudsman and copied CEO Lutz Schüler, as Virgin Media has repeatedly failed to act with honesty, fairness, or professionalism.
Avoid this company  they exploit loyal customers and make cancelling unnecessarily stressful.

Title: Ignoring My Instructions & Causing
Distress — Avoid Virgin Media

Virgin Media has repeatedly ignored my clear written requests for email-only communication, despite being informed that I suffer from severe anxiety, depression, and panic attacks. I have asked numerous times for all contact to be in writing, yet they keep trying to call me — disregarding my condition and causing more distress.
They have failed to cancel my contract as requested, offered misleading deals, and denied clear evidence about my original £25 broadband-only agreement. Even after escalating my complaint to the Communications Ombudsman, Virgin Media continues to stall and misrepresent facts.
This is not acceptable behaviour from a company of their size. Under the Equality Act 2010 and Ofcom’s consumer protection rules, they must respect communication preferences for vulnerable customers.
Avoid Virgin Media — they show no compassion, ignore customer rights, and make simple issues unnecessarily stressful.

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.