Have tried all day to speak to a human instead of the bot which is useless. Virgin media sent me a message offering a free upgrade from hub 3 to hub 5 . Details on how to apply in my email but noth... See more
Company replied
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Oh my goodness here we go again. Received an email on 6th June to say our broadband would stay the same price until August 2027 and no need to get in contact with them. Then Received a text message to... See more
Company replied
The chat on their app is horrendous it disconnects you when your phone screen goes inactive or if you switch to another app while you're waiting for a reply . And you can't pick up where you left of... See more
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After 7 years with Virgin media I finally left, after they attempted to virtually double my broadband bill. Each contract end, having the same conversation and fight to get a reasonable price when t... See more
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Company details
Written by the company
Virgin Media helps homes across the UK stay connected and entertained with broadband, TV and home phone services. We know reliable connectivity matters every day, whether you are working from home, streaming, gaming or keeping in touch. We focus on making it easy to join, set up, manage your account and get support when you need it. We read the feedback you leave here on Trustpilot and use it to improve. When things do not go to plan, our aim is to put them right as quickly and clearly as we can.
Contact info
500 Brook Drive, RG2 6UU, Reading, United Kingdom
- 0345 454 1111
- www.virginmedia.com
1.5
Bad
106K reviews
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Become a virgin media employee if you hate both yourself and everyone else
Genuine greedy losers who will drain the money out of your pockets for a smooth 200 average ping on any game you play
Customer service all wake up on the wrong side of the bed every single day and will somehow provide you with even worse wifi after years of complaining
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Hoybelly,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when you're experiencing issues with your broadband performance, particularly when gaming. We also appreciate how disappointing it is to feel that previous attempts to get support haven't improved the situation.
If you're experiencing connectivity, speed or latency issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4x9vIho
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4cac1xE
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Quite possibly the worst company in Britain
Quite possibly the worst company in Britain today. If you want to cancel a contract, get ready to take a day off work because they will tie you up for hours.
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Will,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're trying to cancel your services and feel that the process takes longer or requires more effort than expected. We're sorry to hear that this has left you with such a negative impression of Virgin Media.
If you're considering leaving Virgin Media, you can find information about the cancellation process and available options here:
👉 https://bit.ly/4fY9Yiy
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3Tgo8Tz
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I have been a customer of Virgin Media…
I have been a customer of Virgin Media for over 16 years, and until recently I have generally been satisfied with the service. While there have been a few issues over the years, nothing significant enough to make me consider leaving.
Unfortunately, my recent experience when renegotiating my package has completely changed my opinion.
When I first contacted Virgin Media, I was offered an inferior package for the same price I was already paying. However, when I looked at the deals available to new customers, I found they could receive a much better package for considerably less money. It became very clear that customer loyalty counts for very little.
Over the course of several phone calls, I was promised on more than one occasion that someone from the contracts department would call me back. Those calls never happened, which only added to my frustration.
It was only after I arranged to transfer my services to Sky that Virgin Media suddenly became far more willing to negotiate. By that stage, however, I had lost confidence in the company. After weeks of poor communication and feeling undervalued as a long-standing customer, I decided to go ahead with the move.
Ironically, I have now secured a significantly better package for around 40% less than I was paying with Virgin Media. This experience has taught me that remaining loyal to one provider is rarely rewarded. Instead, customers seem to benefit more by switching providers and only returning if their previous supplier is prepared to offer a fair and competitive deal.
After more than 16 years as a loyal customer, I find this extremely disappointing. I expected Virgin Media to value long-term customers at least as much as new ones. Instead, I was made to feel that my loyalty had no value until I decided to leave, and by then it was simply too late. Switching reference: 0802951391
19 July 2026
Unprompted review
Reply from Virgin Media
Hi Philip,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how disappointing it must be to feel that your loyalty over 16 years wasn't reflected in the options available when it came time to renew your package. We also appreciate how frustrating it is to spend time discussing your account, be promised callbacks that don't happen, and then feel that your concerns are only taken seriously once you've decided to leave.
We're sorry to hear that this experience has ultimately led to your decision to switch providers, especially after so many years as a customer.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4woVw9b
If you'd like us to review the concerns you've raised, including your switching reference 0802951391, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4fED4C6
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin Media is lying
Our internet service was down almost 24 hours on two different days during June 2026. The messages you receive on your Virgin App is that you are automatically entitled and registered for a compensation for the outage on your next bill. But, you cannot trust a company when you receice your next bill and nothing was done! Then, they will tell you to call a number and spend hours on the phone until you give up and receive no compensation at all! Tricky strategy! Shame on Virgin. There is only one way to 'punish' dishonest companies: get away from them as soon as possible and never return.
28 July 2026
Unprompted review
Reply from Virgin Media
We're sorry to hear about the loss of your service and that the compensation hasn't been applied to your bill as expected. This isn't the experience we want for our customers, and we'd like the opportunity to put things right.
Please get in touch with us using one of the contact methods below so we can look into this for you:
Phone
150 (free from a Virgin Media landline)
0345 454 1111 (from any other phone)
X (formerly Twitter)
https://bit.ly/4bScOTR
WhatsApp
+44 7803 089 684
Facebook
https://bit.ly/4wyngIG
Once you contact us, we'll be happy to review your account and investigate this with you.
They just sent out spam emails...
They just sent out spam emails...
With no way to unsubscribe.
You really are a cancer on society.
Edit: They don't even acknowledge that there is no link on the email to unsubscribe.
They just copy and paste the usual excuses.
Pls go bust for humanities sake.
>"Please note that changes can take up to 28 days to take full effect."
WHY?
Your databases are that disconnected?
You don't know how to COMMIT a change?
Just pathetic.
Another example of Virgin Media being utterly useless.
It never ends.
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Megan,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be to receive marketing emails that you don't wish to receive.
You can update your marketing preferences at any time by logging in to My Virgin Media:
👉 https://virg.in/myVM
Then go to:
Account settings > Marketing preferences > Edit my preferences
Please note that changes can take up to 28 days to take full effect.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3S5khZ3
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
No one on live chat is responding they…
No one on live chat is responding they say that the person has joined the chat but they remain silent and they stay silent until you eventually just leave the chat yourself, so you’re paying a lot of people to sit there and do literally nothing.
This happens nearly every time you join live chat.
28 July 2026
Unprompted review
Reply from Virgin Media
Thank you for getting in contact, Helen. We're sorry to hear about your experience. This isn't what we would expect, and we'd like to ensure this is looked into.
Trustpilot is a third-party review platform and, as such, we don't have access to customer account information or the ability to discuss account-specific details here. However, we're keen to help investigate your query and get this resolved for you.
Please contact us using one of the methods below:
📞 Phone
150 (free from a Virgin Media landline)
0345 454 1111 (from any other phone)
✖️ X (formerly Twitter)
https://bit.ly/4wwdbvM
💬 WhatsApp
+44 7803 089 684
📘 Facebook
https://bit.ly/4pGZLdC
Once you get in touch, one of our team will be happy to review your account and assist further.
Absolutely fed up with Virgin media.
Absolutely fed up with Virgin media.
We have had scrambled tv for 4 months and slow speeds or no connection.
The customer service is awful and you have to go through the same questioning every single time. No technician can fix our problem although they state there is one and Virgin still want you to pay for a service that you do not get!!!
Avoid Virgin Media. It's a rip off!!!
28 July 2026
Unprompted review
Reply from Virgin Media
Thank you for getting in contact, Helen.
We're truly sorry to hear about your experience and the frustration this has caused. This is certainly not the level of service we aim to provide, and we completely understand how disappointing it must be when things haven't been resolved as expected.
As Trustpilot is a third-party review platform, we don't have access to customer account information and aren't able to discuss account-specific details here. However, we genuinely want to help get this looked into and make sure your concerns are investigated properly.
Please get in touch with us through one of the following channels, and our team will be happy to review your account and work towards a resolution:
📞 Phone
150 (free from a Virgin Media landline)
0345 454 1111 (from any other phone)
✖️ X (formerly Twitter)
https://bit.ly/3S2Qikq
💬 WhatsApp
+44 7803 089 684
📘 Facebook
https://bit.ly/4vPPZr3
Once again, we're very sorry for the experience you've had, Helen, and we appreciate you taking the time to bring this to our attention. We hope to hear from you soon so we can look into this further and put things right.
After 7 years with Virgin media I…
After 7 years with Virgin media I finally left, after they attempted to virtually double my broadband bill. Each contract end, having the same conversation and fight to get a reasonable price when they add these ludicrous increases is a waste of my time and despite the effort it took to move elsewhere this time i reached the point that i took the plunge and just moved - i wont be back.
No amount of calls (dozens!) after telling them im cancelling would make me change my mind when its such a ridiculous waste of my time to deal with this each time.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Scott,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be to have repeated conversations about your package at the end of each contract, particularly when you feel the available renewal options don't represent good value. We also appreciate how disappointing it is when the process takes significant time and effort, ultimately leading you to decide to switch provider after 7 years with us.
We're sorry to hear that your experience has left you feeling this way and that you've decided not to return.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4biLgH6
If you'd like to discuss your experience further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4wteV8P
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Why do Virgin Media employ so many…
Why do Virgin Media employ so many LIARS. I have spoken to (3) 'I think' African ladies who are all going to sort my problem out & nothing happens. I have also emailed the problem & have had buckets of sympathy, however, still no internet. My changeover from Plusnet to Virgin Media would be smooth ' leave it to us' said the sales spiel which is proving to be very hollow. I gave proper notice to Plusnet with my contract ending on the 24th July 2026, however, their system will charge me up until August 16th & and I will get refunded what is left. They then cut me off on July 24th saying that I had requested it - Really, when you are charging me until the middle of August? Then they tried blaming Virgin, to which point, I suggested that they talk to one another. Virgin have been emailed re the issue & have given me a complaints reference but still have not sorted it ie A Smooth Changeover - I really don't think so and leaves me wondering, should I leave before going any further as this is shambolic.
24 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to be without an internet connection during your switch to Virgin Media, particularly after being reassured that the changeover would be straightforward. We also appreciate how disappointing it is when you've raised the issue multiple times, received assurances that it will be resolved, and yet continue to wait for a solution.
We're sorry to hear about the difficulties you've experienced during the transfer process and the lack of progress despite raising a complaint and contacting us directly. We understand why this has left you questioning whether to continue with your order.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/44XEcMq
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Had an amazing rep called Khiso….
Had an amazing rep called Khiso sort out my query. He was super polite and his attitude and willingness to please was brilliant. Perfect example of how any company rep should conduct themselves, he needs to be a trainer of new recruits. I had to write this review just to give him full props. Thank you again Khiso.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi,
Thank you for taking the time to leave a review.
We're delighted to hear about your positive experience with Khiso. It's great to know that he was polite, helpful and genuinely committed to resolving your query.
We're especially pleased to hear that his attitude, professionalism and willingness to help left such a strong impression. Feedback like this is incredibly valuable, and it's wonderful to know that Khiso provided the level of service our customers deserve.
We'll be sure to pass your kind comments on to Khiso and his management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Yet another bad experience with Virgin
Yet another bad experience with Virgin, don't reply to emails, don't update information, don't answer calls.
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Kim,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're trying to get support and feel that your emails, updates and calls aren't being responded to as expected. Clear communication is important, and we're sorry to hear that your experience has left you feeling disappointed.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3TXTxdu
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I contacted virgin today about a re…
I contacted virgin today about a re contract I have been with virgin many many years. At the moment I have a bundled service but I only want standalone broadband. For standalone broadband they said it will cost me more than the bundled service . They said standalone broadband will cost me around £64 a month . New customers can get standalone broadband for £23.99 a month . They do nothing for existing customers which is very disappointing. No way am I paying £64 a month for standalone broadband when a new customer will be paying a fraction of that price . I’m now looking at a broadband service with other providers and I know I will get a better deal .
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Berniebelle,
Thank you for taking the time to leave a review.
We're sorry to hear that you've been disappointed with the options presented to you when discussing your broadband renewal. We understand how frustrating it can be when you're looking to make changes to your services and feel that the pricing available doesn't offer the value you were expecting, particularly as a long-standing customer.
We appreciate your loyalty over the years and can understand why comparing available offers has left you feeling disappointed. It's clear from your feedback that this experience has affected your confidence in continuing your services.
As we're unable to review account-specific details through Trustpilot, we'd encourage you to contact us directly if you'd like your concerns reviewed further:
📞 Call: 202 (free of charge) from an O2 mobile or 0344 809 0202 from any other phone
✖ X: https://bit.ly/4c8gEbw
📘 Facebook: https://bit.ly/4fs6VPG
WHAT A LOVLEY COMPANY
After many years of using virgin media tookout a new contract 3 months ago £114 a month many add on's.
Every month the charge has varied up to £175 a month due to films and other services bought in error by my 89 year old mother with Alzheimer's, despite constantly asking to stop any add on they would not help and insisted I keep the film and pay, when cancelling services I have been given a £1500 fine for early termination of contract, why would anyone do business with a company like this.
24 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how concerning it must be when charges on your account are higher than expected, particularly when you're caring for a family member and have already raised concerns about additional purchases and account controls. We also appreciate how frustrating it can be when you're reviewing your options and have concerns regarding early disconnection charges.
You can find information about understanding your bill, payments, credits and charges here:
👉 https://bit.ly/3Rx00eQ
If you've noticed charges that you weren't expecting, you can find more information here:
👉 https://bit.ly/3RlpewF
You can also find information about Early Disconnection Fees here:
👉 https://bit.ly/4pGzhZM
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4bggaQk
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Worst company I have had the misfortune…
Worst company I have had the misfortune to deal with customer service is zero
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Ray,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're disappointed to hear that your interactions with us have left you with such a negative impression. We understand how important good customer service is and are sorry to hear that we've fallen short of your expectations.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pIBl3v
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Taking along time .....
Ok so same problem as before keep getting updates latest being the 31 .07.2026 at 1600 hours.same problem since contacting them on the 10/07/2026.
It affects all types of things including bbc i player,some programmes set to record blackout midway & then come back on.to be fair broadband has been mostly ok but have noticed virgin box is turning from red ( standby) to orange (fault).
THEY KNOW THERE IS A FAULT ETC & NOW TELLING ME TO REACH OUT TO DIFFERENT DEPTS FOR HELP.just look at the poor reply below.
28 July 2026
Unprompted review
Reply from Virgin Media
Hi,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to continue experiencing the same issue since July, particularly when the resolution date keeps changing and the fault is affecting your TV services, recordings and streaming apps. We also appreciate your concerns regarding the behaviour of your TV box and the impact this is having on your viewing experience.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4vZBtNz
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pRg0oI
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Do Virgin Media know it’s 2026?!
I find it baffling that a mainstream WiFi provider in 2026 cannot provide consistent WiFi (or communicate legitimate outages). I cannot work from home as every single day since the start of June that I’ve tried to work from home, Virgin Media has cut out during the day. Cancelling today - though I know they will make it very hard for us to cancel - and still waiting on a request for a refund for the shoddy service they’ve offered.
28 July 2026
Unprompted review
Reply from Virgin Media
Hi CW,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to experience repeated connectivity issues, especially when you're relying on your broadband to work from home. We also appreciate how disappointing it is when service interruptions continue over a prolonged period and leave you feeling unable to depend on your connection.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4hC21Rj
If you're considering leaving Virgin Media, you can find information about the cancellation process here:
👉 https://bit.ly/3RClvuv
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3RZt0fh
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
The most terrible broadband company
The most terrible broadband company. Wasted hours of my time every operator says something different. Stay away. Terrible service
28 July 2026
Unprompted review
Reply from Virgin Media
Hi Zeynab,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it can be when you're trying to get help and feel that you're receiving inconsistent information. We also appreciate how disappointing it is to spend significant amounts of time contacting support without getting the resolution you're looking for.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4vYcIl1
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/3TIigT0
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Look for a better name
Not sure they can call themselves Virgin Media and spend most of their time f***** us. Don't get me wrong, the internet works beautifully when I am not home needing it.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Emerson,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when your broadband isn't available when you need it most. Reliable connectivity is important, and we're sorry to hear that your experience has left you feeling disappointed.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/4c7ZaMq
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4c7Zb2W
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Charlie you are a star
Recently l move so l needed a new broadband. I decided for virgin media. The person who came to set up the internet was Charlie. First thing l like about him he did not come inside my house with the shoes. Charlie was very polite very helpful, professional and very knowledgeable. He set up the internet very quick. And eve help me to set up my and my husband phones. Charlie really helped us out and even leave his number in case we needed more help. My husband and l we are 60 years old and we are not very experienced with the technology . So for that reason Charlie said that we can call him any time if we need help. Just wanted to say very big thank you to Charlie for his service for his kindness and the professional help. It’s happened in Harlow CM17 9PH. Thank you Charlie
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Helena,
Thank you for taking the time to leave this review.
We're delighted to hear about the excellent experience you had with Charlie during your installation. It's wonderful to know that he was polite, professional, knowledgeable and took the time to ensure everything was set up correctly for you.
We're especially pleased to hear that Charlie went above and beyond by helping you and your husband connect your phones and making sure you felt comfortable using your new broadband service. We understand that new technology can sometimes feel overwhelming, so it's great to hear that Charlie provided the extra support and reassurance you needed.
It's also lovely to hear that his kindness, professionalism and attention to detail made such a positive impression.
We'll be sure to pass your kind feedback on to Charlie and his management team, as recognition like this means a great deal to our engineers.
Thank you again for sharing your experience and for choosing Virgin Media.
3 issues in 3 months
Edited in response to reply:
Your reply suggesting I follow advice to reboot the hub despite my having said that the fault is on the line outside, and then directing me to speak to the same people I am saying have been no help demonstrates a lack of care and understanding, and that is the same poor attitude I have experienced at so many points during my time with Virgin.
3 issues in 3 months, starting with installation being hugely delayed for no real reason (all I needed was a new hub).
Then issues with the line inside the house.
Now I have had a total outage for five days due to a fault on the line outside. Customer services have been dire, giving me wrong information, and being near impossible to speak to- just today I was given two different times for an engineer to show up who came at a totally different time, told me there’s a fault on the line (we already knew that) and that it would be fixed today or tomorrow. On investigation, it’ll actually be done in a weeks time. Virgin are refusing to let me out of contract despite not providing any form of service, and have instead suggested I pay out of pocket for a WiFi dongle as they won’t provide one, despite being on the vulnerable customer register.
Complaints raised already have been closed as “technical help provided”- no, all that has been done is my time wasted on waiting in for engineers to show up because the appointments don’t show up on my account.
“Our contractors are really busy” but they’re quite often parked out on the road chatting and drinking tea for hours at a time.
At this point I just want to leave and find a provider who actually provides some form of service. Stay well away from this company. They clearly have not learned from the last fine they got from ofcom.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Sam,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to experience multiple issues in a short period of time, particularly when they've affected your installation, your in-home service, and now an ongoing external fault. We also appreciate how disappointing it is when information provided about appointments and repair times doesn't match your experience.
If you're experiencing connectivity issues, you can check for known faults and outages in your area, as well as run diagnostics on your broadband and WiFi connection, using our Service Status Checker:
👉 https://virg.in/servicechecker
You can also find help and troubleshooting advice for slow broadband and WiFi performance here:
👉 https://bit.ly/3RifUtv
We're sorry to hear about your concerns regarding engineer visits, complaint handling and the support you've received while trying to get this resolved.
If you'd like us to review your concerns further, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pFDjBC
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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