1.4
Companies on Trustpilot can’t offer incentives or pay to hide any reviews.
The service installation was straightforward and clear. The technician arrived on time, spent almost two hours getting the cable from a neighbour to my place so I could have internet the same day, drilled the holes, and tested the service before leaving. Fantastic technician, and no issues with the service after 5 months.
Installation date put back three times so we were without internet in our new home for two months.
Every time we spoke to somebody we were promised that compensation would be paid at £6 per day.
Of course, after our first dd's went out with no sign of compensation, we called Virgin. Nightmare to speak to to anyone, most options selected led to bring cut off.
Eventually got through, was told no compensation as 'construction'. Despite being told several times we would be eligible...Offered £10 instead which increased to £20 if we didn't open a complaint. Husband been on phone for nearly an hour now waiting to have said £20 credited to our acc.
We spent a small fortune on mobile internet during the 2 months without broadband.
Awful customer services.
To be fair, the cable internet itself has been good once finally installed.
Previous reviews says it all really, look at the ratings, nothing improves, it appears they are not interested in improving the customer service experience.
They make it near on impossible to speak to someone without going through multiple AI questions.
Consider how you are supposed to report a fault on a phone line when you can’t use the actual line you want to talk about ?
Switched from Jan 2025. Virgin kept my account live without any care to correspond, with issue between them and company switched to. Kept billing, despite them actually carrying out the cancellation of service from Jan. No communication, no customer care. Phone calls a total sham, different information given on each time called. One handler even raising their voice and continually repeating very basic of information, read from a screen - a new low.
Broadband, cable TV, landline phone and mobile services from Virgin Media. Order online for the best broadband, cable TV, phone and mobile deals.
United Kingdom
1.4
97K reviews
Replied to 94% of negative reviews
Typically replies within 24 hours
Cant speak to anyone. Tried webchat,whatsapp and phoning but went round in circles never getting to speak with anyone. Shocking and they have nerve to raise prices well above inflation.
Date of experience: March 22, 2025
Reply from Virgin Media
Hi N burns.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Very unreliable connections. It’s been three days now , the WIFI has been on and off. Tried to call helpline , all I heard was automated voice to say unplug and check the connections. Checked the service status when it said your hub isn’t connecting drive me mad. Same thing happened last year , no WiFI for a week . Don’t know how Virgin Media runs the business like that .
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Bo Yu.
Thank you for taking the time to leave a review.
We're sorry to hear that you're having an issue with your WiFi connection.
There are so many things that can influence a WiFi connection that are beyond our control, some of which include (but are not limited to) a fish tank being in the same room, walls being built with concrete instead of brick, or it could even be that your next door neighbour's router and WiFi connection is interfering with yours.
Due to this, I'm afraid that we're only able to offer limited help. Please have a look at the troubleshooting and advice here: https://virg.in/wifisos
The Hub's location could also be causing the coverage problem, so we do need to check the positioning of it. Can you please ensure the following.
• It's out in the open if possible.
• If positioned near the TV that it's next to it, not behind it.
• It's away from large bodies of water (e.g. fish tanks).
• It's away from baby monitors, cordless phones and radios.
• It's away from microwaves.
Think of the Hub as a radio and WiFi as the sound - the further away you are from the radio, or the more obstacles that are in the way (walls, electronic devices, etc.), the quieter the radio and, in turn, the poorer the WiFi connection.
If that doesn't help, if you have the Hub 3, Hub 4 or Hub 5, you can download our Connect App which will allow you to scan areas of your home and will offer help. You can view more information on that here: https://virg.in/connectapp
If after going through the self-checks you still need some help, feel free to pop along to our Community Forums where our staff and community members have a wealth of knowledge and experience to help you out: https://virg.in/VMforums
My father in law has had a threatening email from them and a high bill, which he hasn't paid. Try communicating with them, it's a nightmare, emailed the ~CEO and no response
Date of experience: January 30, 2025
Reply from Virgin Media
Hi Lynn Adams.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Hard to believe this company is allowed to continue in business ,, don’t expect your bill to be correct or anyone who works there to help you or know what there doing …
I cannot believe the ignorance…
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Mark Dobson.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
I was a Virgin Mobile customer for years and was very happy with the service and upgraded many times. It wasn’t until Virgin merged with O2 that things went downhill. It came to me upgrading, I was transferred over to O2, but I had an absolute nightmare. Cutting a long story short, Virgin have been taking £22 per month since August 2024 and I have tried contacting the live chat, rang many numbers only to be put through to O2. Tonight was the last straw for me, once again I was unable to get through to anyone at Virgin. I contacted a number that online said it was Virgin, but it's O2. The man I spoke to was helpful and nice and said he would try put me through to someone at Virgin. He didn't have me muted at his end and I could hear everything that the Virgin Media customer service representative was saying at her end. She was extremely rude regarding my issue and speaking in a tone as if I was a stupid customer. I naturally let her know I could hear what she was saying and I was absolutely aware of why £22 per month was being taken from me. Of course, the representative was no longer available and couldn't put the call through! This all needs cancelling immediately! The phone number 0345 454 1111 is a waste of time that you keep posting to people on here as a response. Why can I not get through to speak to someone!!! I have written an email to your CEO, I'm fuming that I can't speak to a competent human being with common sense. Cancel the contract like it was meant to be months ago thanks!!! Appalling, 1 start is too good!
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Fiona.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Was told that my property could be serviced by Virgin Media, signed up for a contract and was given an installation date.
On the day of installation the engineer did not arrive, and I was told when I called to enquire that the appointment had been cancelled and my property could not be provided service.
The fact that I was not told until after I called that the appointment had been cancelled was very disappointing. What a waste of my time.
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Andy.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Installation date put back three times so we were without internet in our new home for two months.
Every time we spoke to somebody we were promised that compensation would be paid at £6 per day.
Of course, after our first dd's went out with no sign of compensation, we called Virgin. Nightmare to speak to to anyone, most options selected led to bring cut off.
Eventually got through, was told no compensation as 'construction'. Despite being told several times we would be eligible...Offered £10 instead which increased to £20 if we didn't open a complaint. Husband been on phone for nearly an hour now waiting to have said £20 credited to our acc.
We spent a small fortune on mobile internet during the 2 months without broadband.
Awful customer services.
To be fair, the cable internet itself has been good once finally installed.
Date of experience: March 22, 2025
Reply from Virgin Media
Hi John.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
The rating just says it all… deserves zero stars to be honest.
I’ve had a previous experience with Virgin media whilst in London and the broadband reliability was sooo poor. 3 years later I come back to them assuming things have changed and that things will be different because I’m in a different part of the country but no! It’s the SAME. For about 4 months now I constantly have to switch the WiFi off on my phone to use my SIM data. It’s now got to a point where the phone bill is ridiculous cause of my data usage. Why when I’m paying? Will virgin refund me for these months? I have friends in the area (Kent) that are complaining about the service even after technicians have been sent. I have colleagues in Surrey complaining about the same! I should have checked the rating her on trust pilot before falling for the trap again. I mean one star just says it all! This company is not worth being part of the virgin group of companies, it’s an embarrassment. I’ll be going back to Hyper Optic I should have never left them.
I have just one question to ask… why must you rely on customers complaining? Don’t you monitor the broadband speeds and connectivity? Can’t you proactively fix it or compensate clients if you can’t give them what they paid for???
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Consumer.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Tried to renew my contract through virgin media app and was on the app for over 4 hrs with no renewal phoned them today as I received new SIM card so contacted o2 to get my old number back, this is the strange think I’m a o2 customer already and thought this would have been easy I have been on the phone to VM since 11am it’s now 440 pm and still don’t have a new contract prices have varied to what advisor you speak with the outcome now is I have not renewed I seen a renewal for £84 per month with free iPad but that deal is for new customers and not existing which I find strange
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Stuart Angely.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
You get charged with out any warning of being charged at the time don't sign up for theseas ther contract do not mean thing they just take money out your bank
Date of experience: February 21, 2025
Reply from Virgin Media
Hi Graham Fisher.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Horrible help line.
Impossible to speak to an Agent.
Also they have an aggressive sales team in Manchester that likes to play tricks on customers
Date of experience: March 22, 2025
Reply from Virgin Media
Hi There.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Previous reviews says it all really, look at the ratings, nothing improves, it appears they are not interested in improving the customer service experience.
They make it near on impossible to speak to someone without going through multiple AI questions.
Consider how you are supposed to report a fault on a phone line when you can’t use the actual line you want to talk about ?
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Andy.
Thank you so much for your review. We're sorry to hear you feel that way about us. Trustpilot is a third party review site and, as such, we're afraid that we have no access to account information, nor are we able to enter into a conversation with you to assist here directly. This is why we post a variety of available contact methods to assist you in getting the help that you need ASAP. We also have a variety of ways to contact us for help or support and we've listed a few below for you.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
YOU,,as in VM are driving my mother round the bend! Her voice mail is NOT WORKING! zilch..nothing… time and again she has spoken to various people who ASSURE her it will be sorted in 24/48 hours… well it STILL hasn't been sorted!! We have VERY vulnerable family members..she NEEDS the voicemail to work! Not that you imbeciles care! She is now going to switch providers… you have to be the most ABYSMAL, USELESS downright INCOMPETENT company EVER! If there was an Oscar for worst company awards..you would win it every year! Now I expect the usual waffle/ gibberish reply about how you are keen to know more blah blah blah.. save it! To everyone else….AVOID THIS COMPANY LIKE EBOLA!
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Cat Lady,
Thank you for taking the time to leave a review. We're sorry that your Mother has had a poor experience with our services due to her voicemail not working, this is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
Regards
Paul.
We have had a new 360 box for 2-3 weeks as our TiVo box wasn’t allowing us access to Netflix. Since having the 360 box nothing works, we cannot record any programmes, apps don’t work, Streaming doesn’t work, we cannot pause live tv and we get various different codes to say why things aren’t working and the box is ridiculously slow . After numerous calls to Virgin we finally had an engineering appointment arranged for today between 8am - midday. It is now 12.05 and no engineer has arrived, no call, no text to say the appointment was going to fail! Now we are on the phone again trying to get through to Virgin, we have been cut off 3 times, we are just going round in circles! What on earth is going on Virgin, why is your service so bad? While waiting to actually speak to someone you are busy telling us how much our package is about to increase by… well if you don’t get an engineer to our house soon you won’t have us as customers! We are beyond frustrated with you. Come on sort yourselves out. Sky is looking more and more attractive right now. After waiting for a further two hours and no engineer we called Virgin again after going through their automated options eight times (!!) and we’re told that the engineer had tried to contact us in a mobile… we have no record of any call being made to us today and no voice msg was left. We were also told that Virgin could not pass out landline number to the engineer when we asked why he hadn’t tried that. We now have another appointment for Tuesday but have absolutely no confidence that anyone will actually turn up.
To the Virgin rep who responded to my earlier message I will be contacting you via WhatsApp with our details. Please do something!
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Sandy Aldridge.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Court action
FCA and trading standards are taking virgin media to court! Happy days
Woefully corrupt and run by idiots
Date of experience: March 22, 2025
Happy for the connectivity and speed, but FOR GODS SAKE if you ever need to contact them to change something they will unleash a hell of bureaucracy and buggy app on you. I wish I never subscribed
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Tamerlan V.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
Awful, Awful, Awful..
Paying for super fast broadband. It drops completely a couple of times a day and is slow (1/50th-1/100th of the download speed we’re paying for) multiples times a day). It’s impacting my ability to work.
We have complained and complained and nothing. We paid to upgrade the router (and had to lock ourselves into another 18 month contract) only for the problem to continue.
The Customer service is appalling. Your time means nothing to Virgin Media. Even the chatbot has significant delays and it’s hours and hours to be on hold/told the same thing (turn on/off; use their “Sam knows” diagnosis kit which of course doesn’t connect work when you have no broadband).
If you have an issue, make sure you have about 3 hrs to call, wait, wait and wait…and then you’ll get cut off (and of course they won’t phone you back).
This sounds ranty I know but I cannot tell you how awful this company is when there’s a problem. And the opaqueness of what you contract to vs what you get is also appalling..we’re on 1GB download speed, yesterday it was 15mbs and the average over the year is 300mps. But of course that’s not an issue - the contract terminology is up to 1GB.
And for this, we now get a 4% + inflation mid contract price rise for a shoddy service.
Just don’t go here…Virgin media just don’t care.
And they’re going to respond to this review with their usual “sorry to hear..please contact us on…”. Be reassured I have tried all routes of communication and all are appalling.
Date of experience: March 22, 2025
Reply from Virgin Media
Hi There.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
I was contacted by a Virgin media agent offering a seemingly better deal. I was sent a new contract only to find it was linking it to an O2 contract which I stated I did not want an O2 contract. I contacted Virgin media immediately and was told I could not have my old contract back. I was offered an other deal which was ok. I was told I would be rung back to confirm. I wasn't and the contract I did not want appeared on my bill. I phoned again. All this within days and within the 14 day cooling off period. I was offered a more expensive deal with discounts. The more expensive deal now appears on my bill but not the discounts. Will have to phone them again. If my contract was up I would leave. They only treat new customers better.
Date of experience: March 17, 2025
Reply from Virgin Media
Hi Janet Appleton.
Thanks for taking the time to leave us a review. We're very sorry to hear that you feel this way, we're keen to know more so we can help put things right. 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
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia
Forums: https://virg.in/VMforums
As we don't have account access from here we are unable to look into this for you. Please use our contact methods above and our team will further assist you.
Thank you.
That is really a 0 out of 5.
I pay £63.15 for broadband 250. Twice the cost of other providers.
Given my choices to upgrade and as the Internet continually drops out thought M500. That starts at £72 until next year. Then I see it is only £36.99 for new customers and with other providers.
So, I email to cancel my contract. I use a "bot" 3 times who after taking me through security 3 times cuts me off.
I ring, go through security, then get put through to another dpt as I want to cancel. Go through security, oh cant help you something wrong with his system. Can I cancel, no, call back and hope its working. I ask to speak to another agent, go through security, she says she will see if there are better deals for existing customers of 10yrs! I wait, then she says her system is down..... Can I just give notice to cancel then. No cant even do that. Bhav a manager is supposed to be ringing me on Monday.... At this rate my cooling off period will be up and I will continue paying 3 times more than new customers and both my neighbours pay less for TV, Broadband and phone packages! Iam Broadband only. How this company gets away with such diabolical customer service and unfair pricing I dont know but it is like a merry go round and once they get you through security they seem to enjoy the power they seem to have wasting your time...Ombudsman next if I cant get a value for money deal or cancel. Oh and they did say, the email wont be answered....!
Date of experience: March 21, 2025
Reply from Virgin Media
Hi Louise,
Thanks for taking the time to leave a review. It is very disappointing to hear about the issues that you've had with us regarding your package and cancellation request. I can assure you that this isn't the standard of service that we aim to provide.
New customer deals tend to have a welcome discount hence the price difference. We do however want to assure you that we value our long-standing customers. If you are still interested in a deal with us, you can find some existing customer deals here https://www.virginmedia.com/myvmo2/your-offers
However, if you would like to cancel your contract, you can use one of the following methods: you can call us on 0345 454 1111, you can send our team a WhatsApp message at +44780 308 9684, or you can write to us at the address in our Terms and Conditions (https://virg.in/legals).
If you need to contact our team further, We have a vast variety of ways to contact us for help or support and I have listed a few below for you:
Call: 150/03454541111
Facebook: https://www.facebook.com/virginmedia/
Twitter: https://twitter.com/virginmedia
Forums: virg.in/VMforums
Thanks,
Akua A
Enginer Craig 22871 turned up explained what he was going to do step by step very fast and very professional
Date of experience: March 22, 2025
Reply from Virgin Media
Hi Ross,
Thank you for taking the time to leave us a review. We're really happy to hear that you received a great service from Craig.
We're unable to pass your feedback on via Trustpilot as have no way to sync your TP account with your VM account however if you would like us to ensure this is fed back to Craig and their manager, pop us a message on X or Facebook and we can ensure this is done.
You can reach us on our Social Media channels here:
Facebook: https://www.facebook.com/virginmedia/
X: https://twitter.com/virginmedia
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