Terrible customer service. No engineer called when booked, wanting equipment returned which engineer took away with him to return, being threatened with charges for equipment already returned, rude... See more
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Think Virgin think crap. Outages for the last 3 days. Booked an engineer as not website saying no problems in area. Cancelled appointments to be in but (no surprise) engineer didn’t turn up nor any no... See more
Company replied
I'm scoring a 1 as 0 is not an option. The "Homeworks" feature, which provides senior technical support for an additional £9.99, is an absolute joke. I have an issue with outbound traffic from my rout... See more
Company replied
The absolute worst customer service. Been trying for 6 weeks to get the broadband wire that comes from the street reallocated. Told us it would be done upon installation. Installer arrived said it was... 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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Broadband isn't too bad but the service…
Broadband isn't too bad but the service is just awful, you call for technical support and they want you to pay extra, if I could be bothered I'd log a complaint but honestly what good what that do, definetly up there as one of the worst support departments I've had to use over the years, here's hoping my ten year old Virgin Media router doesn't actually die on me or apparently they want an additional £45 a month for their Hub 5.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Julian,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We're pleased to hear that you've generally found the broadband service satisfactory. However, we're sorry to hear that your experiences with our support teams have left you feeling disappointed.
We understand how frustrating it can be when you're looking for technical support and feel that the options available don't meet your expectations. We also appreciate your concerns regarding your equipment and potential upgrade costs.
If you're experiencing connectivity or performance 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 broadband and WiFi performance issues here:
👉 https://bit.ly/4vU0jye
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/4vWxwt8
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I am surprised they reach 1.5 stars
I am surprised they reach 1.5 stars. Trying to raise a complaint today. Waited 33 minutes on the chat and then I terminated it. The system does not tell you where you are in the queue or how long you have to wait. Terrible service. Disgraceful. How do they get away with treating customers like this?
27 July 2026
Unprompted review
Reply from Virgin Media
Hi CM,
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 raise a complaint and spend a significant amount of time waiting for support without any indication of how long the wait may be. We appreciate that, after waiting 33 minutes, you'd be disappointed by the experience.
We're sorry to hear that this has left you with such a negative impression of our customer service.
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/4vOXG0R
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Instillation was smooth and the…
Instillation was smooth and the engineer was friendly and professional and everything is working well
25 July 2026
Unprompted review
Reply from Virgin Media
Hi Caryl,
Thank you for taking the time to leave a review.
We're delighted to hear that your installation went smoothly and that the engineer was friendly and professional throughout. It's great to know that everything was set up successfully and that your services are working well.
We'll be sure to pass your kind feedback on to the relevant team, as recognition like this is always appreciated.
Thank you for choosing Virgin Media, and we hope you continue to enjoy your services.
Very bad experience with virgin media…
Very bad experience with virgin media the worst service ever seen my direct debit rejected one time and they didn’t try second time,and doubled my bill with late payment
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Gurpreet,
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 a Direct Debit payment doesn't go through and you're then concerned about the charges applied to your account. We're sorry to hear that this has left you feeling disappointed with the service you've received.
You can find information about understanding your bill, payments, fees and charges here:
👉 https://bit.ly/45vZp00
If you've noticed additional charges on your bill that you weren't expecting, you can find more information about common reasons for unexpected charges here:
👉 https://bit.ly/4vP29jV
If you'd like us to review the charges on your account, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/45vZsJe
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Would be minus 5 stars of possible
Would be minus 5 stars of possible. Dreadful and dishonest company. I changed provider when my Virgin media contract ended as the Virgin service had been really poor. I received a final bill of £5 in credit and I was told that I did not need to return the router.
I was expecting to receive notice that the £5 credit had been paid but instead I received a bill for £40 for failing to return the router. The £5 credit was deducted from that, leaving a debit of £35.00.
I attempted to resolve the discrepancy through direct chat but I was told my account was now closed and they needed my original security information to proceed.I provided the information I had but this was rejected. The operative was entirely unhelpful and then ended my chat without any resolution of the issues.
I wrote to Customer Service at Virgin Media on 6th June. This remains unanswered.
I have made , two further attempts through direct chat but encountered the same difficulties as before and again the operative abruptly ended the chat. I attempted to make contact by phone but gave up after 65 minutes of queuing without getting through.
Virgin Media Customer Service is absolutely appalling and deliberately obstructive.
24 July 2026
Unprompted review
Reply from Virgin Media
Hi Paul,
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 receive a credit on your final bill, only to later receive a charge for equipment that you believed did not need to be returned. We also appreciate how disappointing it is to encounter difficulties accessing support after your account has been closed, particularly when you're trying to resolve a billing dispute.
We're sorry to hear about the challenges you've experienced through chat, the lack of response to your written correspondence, and the difficulty you've had contacting us by phone. We understand why this has left you with a negative impression of the service you've received.
You can find information about understanding your bill, credits and charges here:
👉 https://bit.ly/45plOfx
If you've received a charge that you weren't expecting, you can find further information here:
👉 https://bit.ly/4wwvPna
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/4vPtdzt
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Most positive broadband experience..
I've changed broadband providers several times in the past, but Virgin has impressed me in every aspect. Their communication has been excellent, the quality of the equipment is great, and they were accurate with appointment bookings. Returning the equipment was hassle-free, with everything prepaid, making the whole process simple and convenient.
This has been the most positive broadband experience I've had.
20 May 2026
Unprompted review
Reply from Virgin Media
Hi Mikhail,
Thank you for taking the time to leave a review.
We're delighted to hear that you've had such a positive experience with Virgin Media. It's great to know that our communication, equipment and appointment process all met your expectations, and that the return of your equipment was straightforward and hassle-free.
We're especially pleased to hear that, having switched broadband providers in the past, this has been your most positive broadband experience to date.
Thank you again for your kind feedback and for choosing Virgin Media.
Outrageous customer service
Added: I have seen your response. I'm not with O2 and I'm not paying to call you to spend 1h just to pass the security question. I want a link to print 2 labels.
Contacting customer service is absolutely outrageous. There is no straightforward way to contact anyone by email, and the chat service should come with a health warning — it’s enough to send your blood pressure through the roof.
The chat constantly drops out, the bot barely works, and when you finally get through to an agent, they don’t seem to actually read what you’ve written. Instead, you get generic answers to questions you didn’t even ask, while the actual issue remains unresolved.
After years of trying to close my account, I finally managed to get it done last month. I thought that would be the end of the ordeal. Apparently not.
I received a returns kit to send the equipment back, but the box they provided isn’t even big enough to fit the router they recently sent me — and there’s absolutely no chance of fitting the TV box in there either. How are customers supposed to return equipment when the supplied packaging isn’t large enough for the equipment you’re asking them to return?
And now, unsurprisingly, I can’t get through to anyone via chat or WhatsApp to sort it out.
Years of frustration just to close an account, followed by yet another completely avoidable problem. Customer service shouldn’t be this difficult.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi SCCB, thank you for taking the time to leave us a review.
We're very sorry to hear about the difficulties you've experienced when trying to contact us and appreciate how frustrating this situation must have been. We would like to make sure you've got the right equipment returns kit so can you please get in touch using one of the following contact methods:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4vKKwSh
Facebook: https://bit.ly/4fASkjo
Attitude of staff
I called about cancelling my Dads Virgin broadband as there are better and cheaper deals to switch to. The man I spoke to, Justin, was very clear in his explanation of the £700 early exit fee and that the deal we already have, 35£ a month, could not be bettered. However, his customer service skills were appalling, he constantly talked over me and was extremely curt when I gave him some feedback regarding his attitude. I suppose the whopping £28 million fine to UK telecoms watchdog has come out of their customer service training budget. Thanks for nothing Virgin.
27 July 2026
Unprompted review
Reply from Virgin Media
Hi Pauline,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how important it is to feel listened to and respected when discussing your options, particularly when you're making enquiries on behalf of a family member. We're sorry to hear that your interaction left you feeling disappointed with the level of customer service you received.
We also appreciate your concerns regarding the costs involved in ending a contract early. You can find more information about Early Disconnection Fees and how they're calculated here:
👉 https://bit.ly/3ReQQ6D
If you're considering your options, you can also find information about leaving Virgin Media here:
👉 https://bit.ly/4x8lWvZ
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/4g09KXh
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I contacted Virgin to cancel my…
I contacted Virgin to cancel my contract after it came to an end. I was informed that it would take 30 days for the cancellation to be processed, which I accepted. However, despite waiting the 30 days, another monthly payment double the price was still taken from my account. This was very disappointing, as I expected the payments to stop once the notice period had ended. The cancellation process and billing need to be clearer to avoid customers being charged unexpectedly. I spoke to the Manger Dex who was not cooperative.
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 disappointing it must be to provide notice to cancel your services, wait for the notice period to pass, and then see a further payment taken from your account. We also appreciate how frustrating it can be when billing doesn't align with your expectations and you're left feeling unclear about the cancellation process.
You can find more information about understanding your bill, including charges, credits and payments, here:
👉 https://bit.ly/4bcLNu5
You can also find information about leaving Virgin Media and the cancellation process here:
👉 https://bit.ly/44Muk8e
We're sorry to hear that your experience discussing this with our team left you feeling dissatisfied.
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/4bcLOhD
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Doesn’t even deserve 1 star
If I could give this service less than 1 star, I would. It is honestly one of the worst broadband providers I have ever used and I’ve used TalkTalk! We suffer from frequent outages because the Hub 5, which is supposed to be "so good," constantly turns red throughout the day. And don't even get me started on competitive gaming. Trust me, if you want to play games using this terrible Wi-Fi, DO NOT GET IT. It is 100% not worth it!
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Savio,
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 frequent connection issues, particularly when you're relying on your broadband for online gaming. We appreciate how important a stable, low-latency connection is and are sorry to hear that the service has not met your expectations.
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/44MjWxh
If the issue persists, we'd like the opportunity to investigate this further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4c5U17A
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Continual loss of connection or reduced…
Continual loss of connection or reduced speed. On several occasions lost connection altogether. They tell you it will be fixed in 12 hours when they know no one is sorting the problem out in any rush . On 3 occasions I was without internet for over 3 days. They are painful to deal with. For me it's my only option for fibre. If you have another option, avoid virgin
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Robert,
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 service interruptions and reduced speeds, particularly when you've been without your connection for several days on multiple occasions. We also appreciate how disappointing it can be when the estimated resolution times don't align with 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/4x4JYIb
If the issue persists, we'd like the opportunity to investigate this further. Please get in touch with us using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/44Q39JG
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I changed from sky aftera 30 years as it…
I changed from sky after 30 years as it was getting very expensive. What a mistake! Virgin media is absolutely rubbish . I have 3 boxes. 1 is working most of the time now but the other 2 have annoying messages and pictures about ‘buffering ‘ or a bird with a broken cable saying more power needed or not connected to WiFi etc etc. one or all of show up 90 % of the time . So I’ve learnt to to the unplug and switch WiFi off several times and occasionally get a picture.
I must say all the staff from salesman through to installers etc have been exceptionally friendly and efficient but when it comes to customer service no one has sorted the system out . I have tried to cancel to no avail. Anyway back to my book as country file not available to me !
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Sallyanne,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it must be to switch providers after 30 years and then experience ongoing issues with your TV service. We appreciate how frustrating it is to repeatedly see buffering, connectivity and power-related messages across your TV boxes, particularly when you've already spent time troubleshooting and contacting us for support.
We're pleased to hear that your interactions with our sales and installation teams were positive, but we're sorry that the issues you've raised remain unresolved and have left you feeling disappointed with the overall service.
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/3TqlTwO
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/4wnZSgB
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Customer service is the worst
Customer service is absolutely hopeless. Don’t understand English, if too difficult they hang up, technically incompetent. Always say sorry! They are a complete waste of time. Only way to get anything done is to make a formal complaint. Their independent adjudication company link didn’t work! Cam’t wait for my contract to end.
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Robert,
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 concerns aren't being resolved. We're also sorry to hear about the difficulties you've experienced with the complaints process and the support you've received.
We appreciate that this has left you feeling disappointed and looking forward to the end of your contract.
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/3RjgG9A
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/44PD7q4
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I can't wait for my contract to end
I can't wait for my contract to end. This has been the worst broadband service I've ever had. For the entire contract, the internet was slow and
unreliable. I couldn't even enjoy watching my Smart TV because the connection kept dropping. I was promised many times that the issue would be fixed, but nothing ever changed. I'm genuinely happy this is my last month, and I definitely won't be renewing. I wouldn't recommend this service to anyone.
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Hannah,
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 slow and unreliable broadband over an extended period, particularly when it's affecting your ability to stream and enjoy your TV services. We also appreciate how disappointing it is when issues persist despite repeated attempts to get them resolved.
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/3TlnYu8
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/4x4K6aD
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/3TiwN7W
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Paying for virgin media is such a joke
Paying for virgin media is such a joke, its expensive as hell and barely ever works, for about 2 weeks in may the wifi was cutting out constantly, had to reset the actual box multiple times and now its doing it again, its cut out in the past but only for a few hours every few days not every 30 minutes!
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Kiera,
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 broadband dropouts, particularly when they're happening so frequently and requiring you to restart the hub to restore your connection. We also appreciate your concerns regarding the reliability of the service and the value you're receiving.
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/4pIREx9
If the issue persists, we'd like the opportunity to investigate this 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/4pLy5oa
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Best service and Broadband deal from Virgin Media
I had recently moved from Tottenham to Romford, and I needed to sort out the Wifi arrangenents for our new home in Romford.
We were served and greeted by the wonderful virgin media engineer Themi who was an expert and he sorted out the installation issue we had with our Wifi hub box.
Themi was brilliant at explaining where to get the best signal for our Wifi. He also explained best places to install the Wifi hub box to get maximum wifi coverage in our new home. Me and my family were able to connect to the new wifi easily, and we also received the small QR code card that shows how to connect to the new Wifi.
So far we did not have any other issues, other than requiring a wifi booster for our loft room. Themi went beyond and above as he was able to test the rooms which had the poorest wifi signal, and saved us the hassle of going through the long process of obtaining wifi booster as he already checked that it was needed for our new home.
So far, received the best customer service from Virgin media's broadband team and a big thank you to the engineer Themi.
Definitely would recommend Virgin Media's broadband services to friends, colleagues and families. It was a hassle-free and quick and easy process, so simple and brilliant.
24 July 2026
Unprompted review
Reply from Virgin Media
Hi Hamida,
Thank you for taking the time to leave this review.
We're delighted to hear about the excellent experience you had with Themi during your home move to Romford. It's great to know that he was able to resolve the installation issue, explain the best placement for your Hub, and ensure you were getting the strongest possible WiFi coverage throughout your new home.
We're especially pleased to hear that Themi went above and beyond by testing the signal in different rooms and proactively identifying the need for a WiFi Pod, saving you the hassle of having to arrange this later.
It's wonderful to know that you and your family found the installation process simple, hassle-free and easy to follow, and that you're enjoying your new broadband service.
We'll be sure to pass your kind feedback on to Themi 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.
virgin are rubbish
for the last couple of weeks virgin tv channel 320 keeps being pixelated and poor sound quality, the broadband drops off regularly mobile phone won't work in some areas of Manchester i finally got through to speak to someone on the 0345 number because the 150 number no longer works .and that number dropped 3 times and am still waiting for the idiot i was speaking to too call me back he told me that we need a new hub and someone has to sign for it and its a 5 day window !!! so it might be Tuesday or Wednesday or could be Thursday or perhaps Friday i tried to explain WE BOTH WORK but that seemed to go right over his head or he just wasn't listening im about to go on to my banking app and delete both mobile phone and virgin tv,broadband,and home tv also will advise all relatives who have virgin o2 mobile to move to a new service costing virgin o2 somewhere close to 150 -175 per month
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Dave,
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 issues with your TV service, broadband connection and mobile coverage, especially when they're affecting your day-to-day use of the services. We also appreciate how disappointing it is when calls are disconnected while you're trying to get support and you're left waiting for a callback that doesn't arrive.
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/4gZ3zou
We're sorry to hear about your concerns regarding the replacement Hub delivery and the support you've received while trying to get these issues 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/3RjiI9H
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Cancellation fee of £1200 quoted…
Cancellation fee of £1200 quoted because 360 is so poor I’ve stopped watching TV and can’t access catch up or in demand of programmes I used to watch at my convenience. Been a customer of 16 years. Awful service and avoid 360. Avoid!!
I have emailed Virgin with my complaint but am not hopeful this will be resolved satisfactorily. I’ve asked for one of two outcomes:
I am asking Virgin Media to do one of the following:
Waive the early termination charge of £1,217.76 in full, given that this change was made by Virgin Media to my detriment and without adequate warning; or
Restore my access to a service with equivalent functionality to my previous TiVo box, including full catch-up/on-demand access, at no additional cost, as an alternative resolution; or
If neither of the above is possible, please issue a deadlock letter so that I may refer this dispute to CISAS (Communications and Internet Services Adjudication Scheme), Virgin Media's independent ADR provider.
I await their response as a long standing customer.
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Ann,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it must be to be unable to enjoy your TV services in the way you expect, particularly when features such as Catch Up and On Demand content are important to how you watch television. We also appreciate how frustrating it can be when you're considering your options and have concerns about cancellation charges.
If you're considering leaving Virgin Media, you can find information about the process and available options here:
👉 https://bit.ly/4fC5MDR
We value the loyalty you've shown over the past 16 years and are sorry to hear that your recent 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/4z03bN5
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
If I could do 0 stars I so would
If I could do 0 stars I so would ! Do not go with this company !! They promise things they don't do and do things they shouldn't have .. when we said we would change to them to try save money we got told we would get 250 to pay off sky .. this still hasn't been done as keep getting reminders from sky ! They also promised a 50 pound Amazon voucher which we aren't getting as someone decsided to take it upon themselves to put it as credit without even consulting us first and we didn't ask anyone to do this ! So now we are not getting the voucher and just brought what we were going to use the voucher for ! Spoke to a supposed manager who was absolutely
Awful didn't help what so ever or even try to resolve anything and just kept saying the same stuff when all they should of done really is just apologise and sort the voucher and let the credit go as it's someone's fault there not ours but no did nothing at all! Meant to be having a senior manger call back in 72 hours haha let's see ! Ooh and if we wanted to leave and go bad to sky they said it would cost like 800 and something pounds !!! WTH !! How is the company even running with such poor poor service !!
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Faye,
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 offers and rewards don't match your expectations, particularly when they were factors in your decision to join Virgin Media. We also appreciate your concerns regarding the switching credit, the Amazon voucher, and the support you've received while trying to get these issues resolved.
We're sorry to hear that your discussions with our teams have left you feeling disappointed and that you're still waiting for further contact regarding your complaint.
If you're considering leaving Virgin Media, you can find information about the process and available options here:
👉 https://bit.ly/4gUBPRN
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/4fC70Po
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I have finally decided to leave Virgin…
I have finally decided to leave Virgin Media after being a loyal customer since 2018.
For almost eight years, I stayed with Virgin Media and even recommended the service to many of my family members because I trusted the company. Sadly, this is how my journey ends.
My broadband has suffered from repeated connection issues for a long time. Instead of receiving the support I expected, my final experience with customer service was the worst I have ever had.
The adviser I spoke to, Simon, did not make me feel like he genuinely wanted to resolve my issue. Instead, I felt he argued with me while I was already frustrated about my broadband problems. Even more disappointing, I felt he was laughing during the conversation while I was trying to explain my situation.
At one point, out of frustration, I casually said “bro”. His response was, “I’m not your bro. Don’t call me that.” That response completely lacked empathy and professionalism. Customers contact support because they need help, not because they want to be corrected over a casual word while they are already stressed.
After that experience, I had no confidence left in Virgin Media’s customer service.
I raised a formal complaint, which has been logged under reference 2607261163, and I sincerely hope Virgin Media reviews the call recording carefully. If the recording reflects the experience I had, I expect the company to take appropriate action in line with its customer service standards.
The only positive outcome was that my contract was cancelled without the early termination fee. However, that does not change the fact that no loyal customer should leave a company feeling disrespected after nearly eight years.
Customer service is not only about solving technical problems. It is about listening, showing respect, and treating people professionally, especially when they are already frustrated.
Goodbye, Virgin Media. After nearly eight years as a loyal customer, this is not the ending I expected.
26 July 2026
Unprompted review
Reply from Virgin Media
Hi Saleh,
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 for your time with Virgin Media to end this way after being a customer since 2018 and recommending our services to family members. We're especially sorry to hear about the concerns you've raised regarding the support you received while trying to resolve your broadband issues, and the impact this had on your confidence in our customer service.
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/4fxldP3
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/4wZteln
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
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