This was great service, virgin sent loads of communication to make a smooth change over. The team rang 10 minutes away, quick service, no mess left and gave advice on where to have the router and g... See more
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Awful experience trying to end a contract. Had to pay £120+ even though the contact was ending. The whole process was terrible. Shame on you
Company replied
Recently requested to leave virgin and join BRSK now fibreone so the new one click switch BRSK informed virgin or this and the disconnection was set for 2 months time from virgin. In the meantime Vi... See more
Company replied
IF I could give Virgin Customer Services no stars it would reflect the service they have given me. Virgins Broadband is the least reliable I have had. I was asked to look into the Network S... 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
Albion Street, Trinity Centre, LS1 6HX, Leeds, England, United Kingdom
- 0113 246 9022
3.1
Average
4 reviews
Asks customers to review
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This was great service
This was great service, virgin sent loads of communication to make a smooth change over. The team rang 10 minutes away, quick service, no mess left and gave advice on where to have the router and good after service explained. The speed is great. I would definitely recommend.
20 June 2026
Unprompted review
Reply from Virgin Media - Leeds Trinity
Thank you for taking the time to leave us a review.
We're so glad to hear that you're enjoying our services. We're sure that this will continue, but if you do need our help with anything else, 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://bit.ly/4f4A7uy
Virgin Customer services no stars…
IF I could give Virgin Customer Services no stars it would reflect the service they have given me.
Virgins Broadband is the least reliable I have had.
I was asked to look into the Network Settings of my router. This showed critical errors of both the LAN and WiFi modes.
I sent these reports and screen shots showing No connection but can’t get a response.
The ‘go to’ response from Virgin Media will be the unpredictability of WiFi but my router shows Critical Errors of both LAN (wired connections) as well as WiFi.
This is a clear indication of provider equipment faults….
Avoid Virgin Media…..
3 June 2026
Unprompted review
Reply from Virgin Media - Leeds Trinity
Hi Joe,
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, please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4efOk7l
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4eFaAsI
Go elsewhere
Awful experience trying to end a contract. Had to pay £120+ even though the contact was ending. The whole process was terrible. Shame on you
14 May 2026
Unprompted review
Reply from Virgin Media - Leeds Trinity
Hi DG,,
Thank you for taking the time to leave us a review. We’re really sorry to hear that your experience hasn’t been a positive one.
As Trustpilot is a third‑party review platform, we don’t have access to your account details and aren’t able to discuss or resolve account‑specific matters directly through reviews. However, we’d genuinely like the opportunity to look into this further and help get things back on track.
Please reach out to us using one of the contact options below, and one of our team will be happy to assist you:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3PSdfpq
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We look forward to hearing from you and helping resolve this as quickly as possible.
Recently requested to leave virgin and…
Recently requested to leave virgin and join BRSK now fibreone so the new one click switch BRSK informed virgin or this and the disconnection was set for 2 months time from virgin. In the meantime Virgin kept calling with deals and offers as they do to people leaving and never look after there loyal customer. Anyway a deal was offered that was too good to turn down and I accepted. 2 months later they cut me off. No notice of disconnection just woke up one morning and services off. Called up too 3 hours to sort out but then recorded a text saying new contract details. The price had gone up from £25 to £72. The advisor on the phone had lied saying I was back on my old package. Spent another hour sorting this out. Another advisor lied saying Virgin did not have to advise me of disconnection but upon checking this the law states they do. It seems every one you speak to at Virgin is a little clueless. You have to explain the same issue over and over again like it’s a fresh issue everytime you call. Either the advisors are putting notes on that don’t make any sense or the new advisor reading the notes is has learning difficulties.
Summarise Virgin is fine while it works if anything goes wrong you might as well speak to the cat rather than call customer services.
29 April 2026
Unprompted review
Reply from Virgin Media - Leeds Trinity
Hi Jason,
Thank you for taking the time to leave us a review. We’re really sorry to hear that your experience hasn’t been a positive one.
As Trustpilot is a third‑party review platform, we don’t have access to your account details and aren’t able to discuss or resolve account‑specific matters directly through reviews. However, we’d genuinely like the opportunity to look into this further and help get things back on track.
Please reach out to us using one of the contact options below, and one of our team will be happy to assist you:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4uRlwss
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We look forward to hearing from you and helping resolve this as quickly as possible.
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