Virgin Media Reviews 

Virgin media have the worst customer service of any company I have ever dealt with. Online chats waiting on calls, you can never get to speak to a real person. Faulty equipment and no solution. I will definitely be moving provider after this. I really don't know how they survive as a company

Virgin Media fined £28 million pounds from the UK communications regulator.

Reasons included: not letting customer leave by deliberately keeping customers waiting hours on the phone before picking up; unnecessarily passing calls from agent to agent, and telling customer their requested for cancelling WiFi would be done but never actually doing it. All tactics to keep customers trapped in with Virgin Media.

Have they learnt anything? No, still using unethical practices to prevent customers leaving Virgin Media.

Just updated our TV box to Virgin 360. It's a step backwards, maybe a few steps. Have lost lots of features. I can't fathom how the people at Virgin have the cheek to promote this is an improvement.
Now expecting Blockbusters to come on and the Clangers to reappear. Will be looking for another provider.

I've just seen the reply from Virgin.

It's not my inability to get familiar with the new system that is the issue. With it being robbed of decent features that we had in the old system such as the Wishlist feature it was at least very quick to get used to it. I will give you that.

I tell you what happened . Someone at Virgin said our competition have voice control in their systems - we need to have that in ours. So after a few meetings and rounds of sandwiches in front of endless whiteboards , off you went and at the expense of what was a rich raft of nice features on the old system, plunged ahead with the voice control feature .

The 360 system is not an upgrade. It is poor by comparison.

OMG !! This outfit is worse than bad. Avoid huge disappointment by giving them a wide berth. I wasn't that surprised when It was published on the news a few days ago they'd been fined £28 million by the regulator for malpractices and inappropriate behaviour towards customers. Rude, abrupt and completely unprofessional.

Lost phone today. its a relic so may the luck of the week go with it.
called into waterford store at 1640 and informed i lost phone so i need a replacement sim.
Oh no, we only do sales here, youll have to.....
god help me ive tried to ,but i dont have a virgin media account.
Had i gone in to the shop and said, ive lost my phone so ill be needing an up to date samsung , id have walked out a few euros lighter with a new phone and replacement sim.
Its a basic tennant of sales that you have to serve also.
Virgin are racing to the bottom to try and get the crown from eir who still hold the title for the worst customer service in ireland.
Furthermore she told me , you should have it in 24 hours , so she was now making promises for an Post
anyway im currently phoneless. live on my own and have a serious medical condition.
tomorrow morning i will do the following
cancel DD to virgin
buy new handset and sign up with a competitor .
Ive read with some dismay some other reviews.
Looks like virgin are liquidating the goodwill figure off the balance sheet.
Ned coady

This is truly shocking, that a household name were routinely using tactics that would normally be associated with some shady company. Deliberately hanging up on customers, placing on hold for no reason, disgusting. Clearly managers must have been encouraging this totally unacceptable behaviour.

Virgin Media has been fined £28m for repeatedly preventing customers from cancelling contracts, Ofcom said.

The communications regulator said it uncovered tactics including agents deliberately hanging up calls, and customers being put on hold "for no reason".

It said millions of calls from customers were "likely mishandled" over a three-year period which prevented or delayed them from switching to a better broadband, landline or pay-TV deal.

Virgin Media tried to increase my monthly payments from £99 to £115. This was for an inferior package compared to that offered to new customers for around £30 per month. They eventually reduced my monthly charge to £55 when I threatened to cancel. As a customer for almost 30 years I am disgusted by the treatment received.

Virgin Media have exceptionally poor customer service. When you ring them, they send you through endless menu options and then you only hear from automated systems! They despise their customers who they charge an arm and a leg for!

Phoned today, after a 20 minute wait to get through. All was well, they asked for account number, address, name on account - I myself set the account up, but the bill comes from mine and my husbands joint account and the bill is Mr and Mrs. The customer service agent, said “the name on the bill isn’t right, I suggest you check again” - ok, well it is. I told him our first names and surname. Again, I set all the bills up for our home because my husband works silly hours. The only way you’d have my husbands name is from the joint bank account. The customer service agent, refused to take the details provided - to reiterate, I have the bill in front of me (because who has the capacity to remember their account number?), so I can confirm everything. He said that it must be my husband that calls - what in the 1930s! A woman can’t manage a bill in 2026, call the press!! All I wanted was to stop a £1.75 paper bill charge and move to E-Billing because the website sends you round and round and doesn’t work. I asked the customer service agent to just complete the ebilling request or put me through to a manager, instead they decided to continue putting me on mic mute.
So you can’t use the website and the customer service is shocking. Will be leaving the contract early.

Very intermittent broadband service. Used to be fairly reliable but now my whole street has issues with the broadband and TV entering a doom loop of dropping out, reinstating then dropping out again. This is more frustrating that having it not work at all!

Question to Virgin Media - can you recommend a more reliable broadband provider for me?

I've been without internet service for a month and a half. I've had 3 engineers visits and none of them were able to fix it, all of them promised to get back to me the next day and none did. After each of the visits on 8, 15 and 22 June I called and complained and then the next visit was booked. After the one on 22/6 I lodged a complaint and had a response from the Virgin Media Resolutions Team, stating that they scheduled an engineer to come and fix the problem today, 9/7/26 between 08:00 and 13:00, it is now 15:27 and no one has turned up. I've now spent 4 days of my leave to wait for service from Virgin to no affect. I've already tried contacting them with no response. What can I do next?

I have put up with Virgin Media broadband for 18 months, purely as i was stuck in contract.
They were rubbish. Slow, drop-outs, you name it - terrible.
Finally the contract ended and i could leave - YIPPEE!
After I'd left they sent me a survey so i clicked on it intending to vent my spleen.
But they had that covered too, as soon as i gave them one star their survey claimed it had expired,
Might i suggest that this is precisely why i was dissatisfied with their service.
Please note:
Other words are available for "dissatisfied" and "service" but Trustpilot would probably delete my review if i were to use them.

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updated after reading reply by VM: 20260711

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Nice of you to reply.
Although you have already done that "we want to help BS" when i gave notice to cancel my contract, i.e. after 17 months of DOING NOTHING and NO IMPROVEMENTS.
Words are easy, why can't you provide actual HELP to improve customers service?
And not after they've already left you - DUH !!

p.s.
i could post the review i did, and your very similar hollow reply after my previous contract with you in 2023 but Trustpilot would delete it.
And pretty much the same in 2019.
During one of "those want to help" occasions it was so bad i needed to send VM an SAR request.

Dreadful told was fixed after 3 weeks and 1 day later its broken again.

To add insult to injury i received a farcical summary of my complaint which said I was complaining about the agent - I wasn't; I feel sorry for the poor sods, I was complaining about their atrocious service and to confirm that the 30 day clock was running form when i first notified them and i could go somewhere that worked without penalty at the end of this period.

Their incompoetence knows no bounds.

Had a reply & but so what- tried to speak to someone on phone, call was dropped after 20 min, and had to say I was cancelling to speak to someone, and then got the rubbish they'd been shooting the last 3 weeks about " engineers working on it".

THEY ARE THOROUGHLY USELESS.

I been contact you many times, there is a problem all the time and you will fix the problem. By the way I have just one device in my home and the speed is not good.

My internet has been disconnecting on and off, after checking my superhub logs it confirms the hub is faulty. I phone virgin media last night, they confirmed the hub is indeed faulty and are sending out a replacement it will arrive on Friday.
The customer service lady was fantastic very helpful

Yet another broadband outage. Probably the 5th in the last few months. This one has lasted for 3 days now. Utterly pathetic! Will never recommend or return. In the processing of switching now.

I would have give 0 if that would be possible. No customer support, you just have people to speak to but nothing happening I'm just wasting my time

I am new to Virgin Media. After I joined, my account to check my subscription service is locked due to security reason. I called the hotline to get it unlocked for 3 times already. Every time they said they did submit the request for me and it will be done in next 15 days. I even sent a compliant letter and got a compliant reference number and was promised to be fixed in next 5-10 days. One month has passed and I still could not logon to my account.

Just ask me to logon to Virgin Media apps but my account is locked. I can't even logon to any Virgin Media website or app.

When I called, I need to wait for 30 minutes. Then I need to repeat the whole story and each time, I was told someone will fix it in next 15 days.

I already gave up. This company just follows a protocol to treat you so you don't have excuse to blame them. They said they are fixing for us but never tell you when and just over promising.

If I could have given lower, it would have benn a -10. Very poor customer service. Leaves you on the phone for hours and do not deal with the issue you have. Only interested in getting you to upgrade the contract you have with them. Very slow internet speeds. As soon as i can i will be cancelling the contract with them. Has i have just Received a reply from virgin asking me to call them. I have spent nearly 3 hours on my mobile phone waiting for the call center to pick up, all i get is they are busy. So nope it’s time for virgin to contact me on this matter. Spent enough time on the phone to the call center.

Do not sign a long term contract! I repeat do not sign a long term contract or if possible avoid! AVOID AVOID AVOID AVOID AVOID AVOID AVOID! You will struggle with downloading a wall paper let alone stream a movie.