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
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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
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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.
Disgracefully poor
Disgracefully poor. Wait 40 minutes to speak to someone. Then someone who cannot speak English answers and cannot understand a word you say. Then, because they're in Asia, the line has a huge delay. It's shockingly poor. Wow
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/4vaqbWt
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.
NEVER trust Virgin
Virgin media door to door salesman arranged contract switch with my son, who clearly isn’t me, without my knowledge. And now saying we’re beyond cooling off period, nothing can be done. As I didn’t know my contract was switching and I don’t regularly check the email I didn’t provide, cooling off was meaningless. Complaints line too busy to take my call right now…
Promised call back within 48 hours didn’t happen. When I followed up, was assured of a call back within 24 hours…
4 July 2026
Unprompted review
Reply from Virgin Media
Hi Ana,
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/4y6DSbA
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 throughout
There was initially a small misunderstanding regarding the options for transferring ownership of an existing account and the associated charges. However, this was quickly resolved over the phone, and a credit was issued without any hassle, which was much appreciated.
I was also unable to install the TV and broadband equipment myself, so I was very pleased that an engineer visit could be arranged for the very next day. The speed and efficiency of this arrangement were excellent.
Most importantly, it was a pleasure to see a familiar face, as this was the second time the same engineer had visited to set up my TV and broadband services. Matt (41383) is a credit to the company - professional, knowledgeable, patient, friendly, and genuinely helpful. Matt contacted me in advance to advise me of his estimated arrival time. He went above and beyond by reattaching cables to ensure they were secure, tidy, and safely out of the way. His attention to detail and customer care were outstanding.
Overall, a great experience with excellent customer service throughout. Many thanks to everyone involved, and especially to Matt for his exceptional work.
1 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 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/4vPyoQX
Absolutely brilliant service for my hub installing at home .
Absolutely brilliant service from technician Matt, ID: 18676. Quick response to my booking, arrived promptly, and installed the hub without any hassle. He took the time to check everything was running smoothly before leaving. Very happy with his work.
3 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 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/4vPlpi2
Appalling company avoid at all costs.
Appalling company avoid at all costs.
Installed lines before we officially purchased the house without our permission. The installation of line is appalling causing extensive damage to our front terrace. After 6 weeks of patience and nothing being done to rectify the damage caused I have rcvd an email saying they are still trying to resolve but I can forward my complaint to CISAS. Still trying to resolve? NOTHING HAS BEEN DONE!
I AM NOW GETTUNG QUOTES FROM 3 BUILDERS TO REMOVE THE CEMENT PLASTERED ALL OVER THE PLACE AND TO REPAIR STONES. VIRGIN LIE AND MISLEAD THEY HAVE NO INTENTION OF SORTING OUT THE TERRIBLE MESS THEY HAVE MADE. IT LOOKS LIKE LEGAL ACTION
27 June 2026
Unprompted review
Reply from Virgin Media
Hi Kate,
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/4vGQfcG
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.
So I switched to brsk and back to…
So I switched to brsk and back to virgin and when the guy came out he started flirting with me and then told me to go to the van with him and now I have 3 kids with him
2 July 2026
Unprompted review
Sooooo bad like really why do I have to…
Sooooo bad like really why do I have to wait a month for WiFi when I was with them for 5 YEARS greattttt customer service NOT!!!!! 😤🤯
1 July 2026
Unprompted review
Reply from Virgin Media
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/4vP4JY1
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4p5fjYx
So I been a loyal customer for 12…
So I been a loyal customer for 12 years. My personal circumstances have changed and I’m being made homeless at the end of July. I call virgin to tell them my situation a month in advance and they have hit me with a £879.00 early cancellation fee.
What a lovely company hasn’t beardy Branson got enough
Disgusting
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Malcolm,
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/4p50eG4
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.
Virgin media has honestly got to be the…
Virgin media has honestly got to be the worst broadband provider I’ve ever encountered. Every other day it seems to dip in and out of service or completely shutdown altogether. Never any explanations just a short message to tell us there’s issues in the area. In the space of two weeks it’s gone down 4 times with one of them lasting a few days, It only got fixed a couple of days ago and now I’ve got home to find it’s down again. Absolutely shocking. I’m now shopping for a new provider as it’s pointless paying for one that never works! Doesn’t even deserve the one star rating I had to give!
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Lou,
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/4pa2qwm
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.
Reoccurring faults for months
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 and tell us its working only for it to fail within minutes
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Lesley,
We are really sorry to hear you've been experiencing this, we would love to get this resolved properly for you. So we can discuss the matter, please give us a call on 150 (free of charge) from a Virgin Media landline, or you can call 0345 454 1111 from any other phone.
We are here to help and would really like to get this issue resolved for you.
Sudden huge price increase
I always hated the every 2 year fight with Virgin. Having to actually talk to someone to not have a horrifically huge bill. And their website is always broken; chat not launching, unable to see upgrade options.
And of course higher prices if you're not a new customer
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Richard,
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/4ydjKoj
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.
TNT Sports on HBO Max
On 1st July I renewed my contract for two years. At the same time I mentioned that I had not received the email which would enable me to be able to watch TNT Sports on HBO MAX. I was told I would receive the email within two days. No email was received. I contacted Virgin Media and after being on with them for about 30 minutes was told that he had linked the accounts and in 3 to 4 hours all would be sorted. It is now 6 hours later and I still have no access to TNT Sports on HBO Max. Why are you unable to sort out something that should be so easy?
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Jeff,
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/4vOApwA
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.
Very disappointed with Virgin Media
Very disappointed with Virgin Media. The internet is unreliable, customer service is poor, and it’s not worth the money. I experienced frequent connection issues and found it difficult to get any helpful support. I wouldn’t recommend this service.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Riffat,
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/4vcEc5W
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.
greedy company
Long story cut short. My 80 year old mother passed away a couple of weeks ago. My brother has lives there and has learning difficulties, so im helping to put bills in his name and go through her stuff. rang Virgin Media, they put the bill in his name and gave us 30 days to decide what to do. I then found out she has been paying £108 a month for broadband, virgin tv and landline. then a seperate bill for a virgin mobile .After giving all information he said it was coming down to £86. A week or so later after pricing up with other companies and Virgin my brother only wanted broadband. Got the same crap as normal where they try to talk you round but i stood my ground for broadband only. so its £35 but im looking online and can get it for £23. I explained but the lady was very abrupt and said its for new customers to attract them. He is a new customer but she was having none of it. She got more abrupt and said when you find a new provider they will let us know. Shocking customer service, we were looking for mobile sim and broadband, now we will look at someone else.
29 June 2026
Unprompted review
Reply from Virgin Media
Hi Toni,
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/4wprOQO
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 am due to switch over from Sky to…
I am due to switch over from Sky to Virgin on 7th July due to a poor TV service experience and big cost hikes. I am seeing a big red flag already by the fact that Virgin full fibre does not provide VOip so I will lose my landline facility which I have enjoyed for 22 years !
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Peter,
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/4gn37Qz
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.
Do not use virgin media.
Do not use virgin media.
I was with them and moved home, trying to keep things simple and easy I opted to move over with them.
I work from home and it is important I have Internet access. I stressed this at booking and had an engineer booked for the day after moving. I notified them well in advance.
Very soon before the move I got a call to say the engineer would be pushed back by 14 days. I stressed that I would not be able to do my work and they didn't seem to want to do anything about it.
I am currently raising a complaint. Have been talking back and forth for 1.5 hours now with no progress. The first complaints colleague looked into everything and said they couldn't do anything and passed me over to the home movers team. I had to then reiterate everything to them again. After a long wait they just came back and said that my appointment is booked for the date that they changed it to. No acknowledgement of the prior date, or resolution, or my query or complaint at all. So currently I am still waiting on a reply...
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Kate,
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/3SLAse6
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.
Cancelled my service then bombarded…
Cancelled my service then bombarded with sales. promise numerus times that they would send label to return equipment only to get another Voice message telling me that the service was still active and they would email to arrange contact. Failed again. the chat bot system is a waste of time.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi James,
We are really sorry that you have been experiencing this. So that we can get this query sorted for you, please give us a call on 150 (free of charge) from a Virgin Media landline, or you can call 0345 454 1111 from any other phone.
We are here to help and would really like to get this issue resolved for you.
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