Reoccurring faults for months Continuous phone calls to not avail just security questions after security questions. Box says faulty still won’t send out engineer to confirm just go through process a... See more
Company replied
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Worst Internet in the world. Can't connect to the Internet, all the time connected, then disconnected. Max, can connect 2 PC, rest, like PS5, phones etc not connecting to the Internet at all, or conn... See more
Company replied
When the broadband works, it works. But I've now had no broadband for nearly 48 hours and the very unhelpful updates tell me it might be another 24 hours before it's fixed, so 72 hours with no interne... See more
Company replied
AVOID AT ALL COST!!! Dreadful service! Spent the last 5 nights and another well over an hour on phone to them today onto tech team after they 'upgraded' me & services didn't work afterwards. Twice p... See more
Company replied
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
500 Brook Drive, RG2 6UU, Reading, United Kingdom
- 0345 454 1111
- www.virginmedia.com
1.5
Bad
105k reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Absolutely awful service through their…
Absolutely awful service through their chat bot. After 2 hours trying to agree a new contract I was sent corrupted files that I couldn't open and then the contract says it is cancelled. Over 2 hours to be cut-off multiple times, have agents promise to help and then cut-off the chat.
5 July 2026
Unprompted review
Reply from Virgin Media
Hi Rebecca,
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/4f0xEBh
X: @virginmedia
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.
Great service, so far…
If I had seen the Trustpilot reviews before I purchased broadband through Virgin media I probably wouldn’t have done so, however my transfer from the previous provider went without hitch, the engineers on the day were polite, quick and competent, the price was good and two weeks in I’ve had great service, so far!
26 June 2026
Unprompted review
Reply from Virgin Media
Hi there,
Thank you for taking the time to leave us a review.
We're so glad to hear that you had a great experience with our engineer. 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/4aElmgH
Excellent sales team and engineers, but one of the worst customer service experiences I've ever had
I became a Virgin Media customer on **3 October 2025**. The UK-based sales team were excellent and the engineer who eventually visited my property was professional and identified the fault within minutes. Unfortunately, everything else has been one of the worst customer service experiences I've ever had.
From the day my broadband was installed, my internet repeatedly dropped out, with all my devices showing **"Connected without internet."** For around **six months**, I repeatedly contacted technical support and was continually told they couldn't see a fault and everything looked fine. My concerns were repeatedly dismissed while I continued paying almost **£36 per month** for an unreliable service.
After months of pushing, an engineer finally attended on **1 April 2026**. He quickly identified that the fault wasn't inside my home at all—it was in Virgin Media's external lockbox. He couldn't repair it because birds had nested inside the cabinet, meaning a specialist team first needed to attend.
I specifically asked to be updated.
Then nothing happened.
For over **three months**, no one contacted me, no repair was arranged and my broadband continued to fail.
Trying to contact Virgin Media again was a nightmare. Calls were disconnected, I spent up to 30 minutes waiting without speaking to anyone, my website complaint was never answered despite a promised 48-hour response, and previous WhatsApp messages had gone unanswered.
When I finally reached someone on WhatsApp, I was asked whether I had tried restarting my router—even though their own engineer had already confirmed the fault was in the external network. The adviser even tried booking another engineer to my flat, clearly not understanding the issue. Worse still, I was told the request for the specialist team was only being raised **three months after the engineer had identified the fault**.
To add insult to injury, the adviser suggested this was because I hadn't reported the issue earlier, despite me reporting intermittent broadband almost from the start of my contract. Virgin Media's internal communication failures are not the customer's responsibility.
Initially I was offered **£10 compensation**. After arguing my case for over an hour, this increased to **£50**—for around **nine months** of intermittent broadband, six months of being repeatedly told nothing was wrong, over three months of no action after the fault had been identified by their own engineer, and countless hours spent trying to contact customer services.
The sales staff and engineer deserve credit—they were excellent. But the overseas customer support, complaints handling, communication between departments and overall aftercare were appalling.
If your service works, you'll probably be happy. But if something goes wrong, based on my experience, don't expect Virgin Media to make resolving it easy.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Kasia,
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/4aCEM5y
X: @virginmedia
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.
Ok if you don’t want anything to work after the first day
Ok, the broadband and extender was connected on the Thursday. We ordered the 1 super fast service and I must say that it worked very well in our very old thick walled house. However come Friday, nothing at all worked. The green led was on, but no WiFi connection at all. After 2 hours of trying to get any sense out of the hard to understand virgin answering service, who just asked the same questions over and over again and put me on hold for long periods only to start with the very same questions again. I give up and cancelled the service. Virgin don’t give a dam about their customers. So now it’s back to sky, who are just a little bit better but not much.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Michael,
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/4fkX1iw
X: @virginmedia
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.
Autocompensation lies
My internet went down on 08/06/2026, and I was repeatedly told there was an area outage. The estimated repair date was pushed back five times, and every time I contacted customer services, I was assured I'd receive £9.99 per day compensation until my service was restored.
After 18 days without internet, I insisted on an engineer, who assumed there was no area outage—the fault was simply my equipment, which was replaced there and then. This could have been resolved weeks earlier had I been given the correct information.
Despite being repeatedly promised compensation, I was then told I wasn't eligible and offered just £40. After weeks of misinformation, unnecessary delays, and no service, this is completely unacceptable. Terrible communication and an even worse complaints process. I won't be recommending this provider.
5 July 2026
Unprompted review
Reply from Virgin Media
Hi there,
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/4vXOKHd
X: @virginmedia
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.
The two guys who installed the system…
The two guys who installed the system were polite and highly efficient. On completion the handover was excellent, we were given a full demonstration with all the best tips and advice.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Robert,
Thank you for taking the time to leave us a review.
We're so glad to hear that you had a great experience with our engineer. 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/3SCTsLX
Facebook
See posts, photos and more on Facebook.
Reply from Virgin Media
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/3SKHZKd
I cant express how much i hate this…
I cant express how much i hate this company their service is awful both the customer service and broadbank quality. Now in the top 5 of my most hated companies.
5 July 2026
Unprompted review
Reply from Virgin Media
Hi Eric,
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/4f0xGZV
X: @virginmedia
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.
I will be putting an official complaint…
I will be putting an official complaint in later. After install worked fine but the very next day the range dropped. I rang them and they said to wait a day or two and it would be ok. Now the 264 speed im paying for has dropped to 76-88 and app is set up for face recognition it goes through the sequence but the app fails to open. Im thinking the best way forward is to reject them and go back to Plusnet.
5 July 2026
Unprompted review
Reply from Virgin Media
Hi Barry,
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/4bd9kLl
X: @virginmedia
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.
Horrible broadband service unstable
Horrible broadband service that keeps disconnecting randomly all day long. terrible service. they should quit this business
4 July 2026
Unprompted review
Reply from Virgin Media
Hi Alexandre,
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/44OgQIU
X: @virginmedia
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.
Bane 51408 was very knowledgeable
Bane 51408 was very knowledgeable. A great experience going above and beyond to help set everything up.
4 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave us a review.
We're so glad to hear that you're happy with our customer service. 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/4y4netb
absolute rubbish total waste of time…
absolute rubbish total waste of time and money they just take your money and dont respond when it goes wrong no help at all
4 July 2026
Unprompted review
Reply from Virgin Media
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
X https://bit.ly/44kxSOK
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/44gSp6M
The engineer that came and fitted…
The engineer that came and fitted broadband for us was brilliant so helpful and nothing was to much trouble
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Mandy,
Thank you for taking the time to leave us a review.
We're so glad to hear that you had a great experience with our engineer. 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/4aG0d5P
Brad was great
Brad was great, polite and explained everything about the install and the kit in detail.
25 June 2026
Unprompted review
Reply from Virgin Media
Hi Emilie
Thank you for taking the time to leave us a review.
We're so glad to hear that you had a great experience with our engineer Brad. 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/4y9oECE
Great Installation service
Great Installation service! Arrived on time and done in less than an hour
4 July 2026
Unprompted review
Reply from Virgin Media
Hi Melissa,
Thank you for taking the time to leave us a review.
We're so glad to hear that you had a great experience with our engineer. 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/4p9GFg0
I had virgin last 2 year and its was…
I had virgin last 2 year and its was shit internet they saying 300 mbps hardy get 50 even pick time always buffering and price are so high I am happy finally come end of contract and never go with again and please check it before you sigh contract
4 July 2026
Unprompted review
Reply from Virgin Media
Hi Ravindra,
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/3SOc4IK
X: @virginmedia
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.
Was sold broadband with the promise…
Was sold broadband with the promise that the switching process and cancelation fees would all be taken care for me. I find out a month later I'm still getting billed for my old broadband. Call Virgin, apparently they can't provide this service which bare in mind was the reason I accepted their offer. They had no info on my switch and wouldn't even try to fix this. I am disabled with paranoid schizophrenia and them offering to take all the stress of switching from me was perfect. To be then told I have to chase up my old provider and pass the bills on to be reinbursed was a nightmare. All I wanted was a seemless switch which is what I was sold. But instead I got the opposite and I feel robbed.
4 July 2026
Unprompted review
Reply from Virgin Media
Hi Bill,
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/44arsll
X: @virginmedia
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.
Wifi hasn’t connected and have to wait…
Wifi hasn’t connected and have to wait 3 days until a service person attempts to fix it, so far my experience has been all bad, can only get better one hopes.
As an aside, please stop using overseas call centres, i am sure everyone is vetted and qualified bit so so difficult to understand.
2 July 2026
Unprompted review
Reply from Virgin Media
Hi Mark,
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/4vaEUjV
X: @virginmedia
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.
Have had the terrible experience of…
Have had the terrible experience of calling for both my mum (87) and partner recently.
They are the absolute worse company to deal with and its always over an hour to call
Treat customers very poorly.
Avoid Avoid Avoid!!!!
4 July 2026
Unprompted review
Reply from Virgin Media
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
X https://bit.ly/4eOHrvn
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wvkL9r
Even after you leave they try scam you for 65 pound
Left virgin after ten years as wouldn’t match prices I could get elsewhere didn’t even try. Then never sent box to return equipment. Rang about this and they were no help told me to go to 02 store non even remotely close to me. Then got email saying they charged my account 65 pounds after receiving return box and sending it back the same day. Horrible service for a customer of ten years because of this and no attempt to retain then threats of 65 pound charge for a five year old dated router I wouldn’t touch this company ever again. Do better losing customers because you can’t be bothered is wild to me.
4 July 2026
Unprompted review
Reply from Virgin Media
Hi there,
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/4y7mCD2
X: @virginmedia
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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