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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
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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
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
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
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
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.
Update 07/07/2026
Called again and explained, They said the won’t do anything for us as my brother had to change the account into his name 2 weeks ago so he is not a new customer. Let me explain, yes he is a new customer, this account was NOT his but of course he had to change into his name because his mother has passed away and he CANNOT leave the account in her name because she is not here anymore and the payments were coming from her bank. Utterly heartless people. Then they wonder why they have such bad reviews everywhere. Can not believe they make grieving families go through all this,
Well I think it’s safe to say another customer lost.
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.
I am extremely disappointed with…
I am extremely disappointed with VirginMedia. The internet
connection is highly unstable and constantly drops, especially during peak hours. To make matters worse, company completely unreliable network and a total waste of money.
"!Avoid at all costs internet is very weak most of the time. It keeps disconnecting and reconnecting, and when it comes back, the speed is very slow. I have restarted my router, but the problem is still happening.
I can’t wait my contract endtime.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Hannah,
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/4aF4INX
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.
Reply from Virgin Media
Hi Susan,
Thanks for the positive feedback. We are happy to hear you've had a good experience with our engineer.
Waste of time and money do NOT use them…
Waste of time and money do NOT use them the customer service is terrible they only read a script and never listen to you. I received my router on the 25th of hun it is now the 3rd July and still have no internet, which is unacceptable in this damn age, they still want me to pay even though I have had no internet for the past 9 days, I did ask about compensation and I was told I would only get £10.29 I was also told that I would receive a call back within an hour never got that call. And to finish this off some legal advice AI Overview +10 It is not illegal to stop paying for a service you aren't receiving. Under the Consumer Rights Act 2015, service providers must deliver what was agreed upon. If they fail to provide the service, do it poorly, or never start, you are legally entitled to a refund or price reduction
3 July 2026
Unprompted review
Reply from Virgin Media
Hello Ethan, 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/4flFab8
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4vPg36n
Poor service
VM have been sending me messages since the beginning of the year to upgrade my service for free, and each time I have completed the request online, but nothing happened.
When I got another message about needing to upgrade to TV360 I decided to call. They told me that they will be sending me a new remote control to use with my old box. The remote arrived today and hey presto, it does not work with the old box. So I am now left with no cable service as the upgrade didn’t work and everything has frozen and I’m watching a blank screen. It’s Friday today and VM are sending an “engineer” out on Monday to fix it. I say “engineer” as all that will happen is that they will fit a new box. I’m sure that I’m not the first person this has happened to. I tried to speak to someone in London but no chance.
Well done on losing another customer.
3 July 2026
Unprompted review
Reply from Virgin Media
Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is not the level of service that we want to provide.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4vL2EfL
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4eNAA5p
Rip off merchants
Rip off merchants. Raised my bill from £91 a month to £221 a month when my contract expired without informing me. Will cancel all my accounts with them now
3 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/4vOm1V3
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wy8Wzu
Nightmare experience
I made an enquiry about using virgin for my broadband.
After twenty five minutes waiting for someone to answer my call I eventually got through to a call center, a further twenty frustrating minutes to explain I am interested in obtaining virgin broadband I was constantly asked questions not relative to my enquiry, I was passed on to another person and again found it impossible to understand clearly what was said.
I gave up, there is no way I will ever use them after this nightmare experience.
I am happy to stick with my current provider dispite the 40% increase in my monthly charge.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
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/4f2eWco
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.
Left Without Wifi For Three Weeks.
TERRIBLE! they have left me and out neighbors without internet for 3 WEEKS!!! after saying they were going to fix it on the 20th they then sent 5 emails saying different dates. (fortunately we are changing broadband) you cannot talk to an actual person, it's always a ai chat bot hardly a person. i would not recommend virgin to anyone, awful service, awful everything.
18 June 2026
Unprompted review
Reply from Virgin Media
Hi Saskiah,
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/44eMaQU
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 not attending
I submitted my Order on the 26th April 2026. I got told that Virgin Media would be installed on the 11th May after I had moved house. They did a site survey on the 7th May and said that they would not be possible to attend on the 11th May as they needed to dig up my drive and see what had happened to the wire to the road. I said that was fine.
They then did not attend my house for quite some time, I had to ring Virgin and they gave me a date towards the end of May. I said this was not good enough and cancelled my order.
I thought that was the end of it. They rang me to see why I had cancelled my order and I said that I had lived in the house for a month with no internet and it was not acceptable in this day and age. They promised me that they would get the internet installed by the end of June.
I must put my hands up and say they tried to ring me when they attended my property to say I give them permission to dig up my drive but I did not answer the phone in time and so they went to their next job. I had previously given permission to the telephone call centre but they do not tell the engineers.
I spoke to the person in charge of the engineers for my local area and he agreed that they would come on Monday 29th June. They did not attend and did not let me know that they would not be attending.
I have spoken to Virgin Media today (03.07.26) and was offered another Site Survey - I said I've had loads of these and they keep saying they need to dig up the drive and not attending. Virgin Media offered me another appointment for them to attend with a digger during the latter part of next week and I said that that was ridiculous - my order was submitted on the 26th April and they are now saying that I would not get internet until the end of July. I therefore cancelled the order (again).
I did tell them that I was going to switch my tv and telephone to them but since they have not attended and can't be bothered, I will keep it at Sky.
3 July 2026
Unprompted review
Reply from Virgin Media
Hi Zoe,
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/4vcErOo
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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