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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Rubbish
Rubbish. To cancel their services it took a whole lot of mental gymnastics and chasing. Rubbish Rubbish Rubbish. Slow.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Mila,
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 your experience has left you feeling disappointed.
If you'd like information about leaving Virgin Media, including the options available and what to expect during the process, you can find it here:
👉 https://bit.ly/4fnVxTm
If you'd like to discuss 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/4gUP6tI
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
**Months of problems, missed appointments and broken promises**
**Months of problems, missed appointments and broken promises**
I honestly cannot believe how badly Virgin Media has handled my broadband fault and subsequent complaint.
My problems started back in January, and months later I am STILL waiting for the underlying issue to be properly fixed.
I have had multiple engineer visits, different explanations for what was causing the problem, a replacement router, and was even advised to purchase my own networking equipment. Eventually, after months of this, an engineer identified that the external cable was faulty and needed replacing.
I was then told I would have to wait until 13 July for the cable replacement because there were no earlier appointments available.
So I waited.
I took yet another half day off work and spent the entire afternoon at home waiting for the engineer.
Nobody turned up.
No phone call. No text. No email. Not even the basic courtesy of telling me the engineer wasn't coming.
To make matters worse, a complaints manager had previously called me on 29 June and told me they would personally call me on 14 July to make sure everything had been fixed and to discuss compensation.
That call never happened either.
I then received an email late at night simply telling me that my appointment had been moved to 28 July. No proper explanation for the missed appointment, no meaningful apology, and I am now expected to wait another two weeks.
I have since spoken to the Complaints Team again. Despite being told they had read my complaint, I found myself having to explain the situation all over again. They couldn't tell me why the engineer didn't turn up and couldn't explain why the promised follow-up call never happened.
The most baffling part was being told at the beginning of the call that Virgin Media's systems were showing intermittent faults on my line, only to be told later that my download and upload speeds were "fine".
If everything is fine, why does my internet keep failing?
Why did Virgin Media's own engineer identify the external cable as faulty?
Why is an engineer still booked to replace that cable?
And why are Virgin Media's own systems reporting intermittent faults?
I am absolutely fed up with having to chase this company.
Since January I have rearranged work, taken time off, waited in for engineers, accepted delays and given Virgin Media opportunity after opportunity to resolve this.
The broadband fault is frustrating enough, but the way the complaint has been handled has been even worse. Missed appointments, conflicting information, promises of callbacks that never happen and seemingly nobody taking ownership of the problem.
I don't expect a company to be perfect. Faults happen. What I do expect is for a company to communicate, honour appointments, keep its promises and take responsibility when things go wrong.
Sadly, that has not been my experience with Virgin Media.
Months later, I am still waiting for the cable to be replaced and for somebody at Virgin Media to actually take ownership of this complaint.
An incredibly disappointing and frustrating experience.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Ashley,
We're sorry to hear that you're unhappy with your experience and appreciate you taking the time to share your feedback.
We understand how disappointing it can be when a fault remains unresolved for an extended period, particularly when this involves multiple appointments, ongoing communication, and time away from work.
If you're continuing to experience connectivity issues, you can check for known faults and run diagnostics on your broadband and WiFi connection here:
👉 https://virg.in/servicechecker
You can also find support for broadband performance issues here:
👉 https://bit.ly/4b5TCSj
If you'd like us to review your concerns further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pCVkRa
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Straight up scam company
Straight up scam company, I am contacting them and they say fees will occur if I leave early and they couldn't say how much they would be. Also now 2x higher price than same as EE.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi JP,
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 considering your options and feel you're unable to get clear information about potential charges or package costs. We also appreciate your concerns regarding the price of your services compared to other providers.
If you'd like to review the latest offers available to existing customers, you can do so here:
👉 https://bit.ly/4wuXMvB
If you'd like us to discuss your account and concerns further, please get in touch using one of the methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4pKoKNm
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
I'm counting the days until my contract…
I'm counting the days until my contract with this company expires.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Paul,
We're sorry to hear that you feel this way and appreciate you taking the time to share your feedback.
We understand how disappointing it is when your experience leaves you looking forward to the end of your contract rather than enjoying the services you're paying for. We'd like the opportunity to better understand your concerns and see if there's anything we can do to help.
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/4c1x9Gi
You can also view the latest offers available to existing customers here:
👉 https://bit.ly/4wkUPOh
If you'd like to discuss 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/3TR31Ho
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Reply from Virgin Media
Hi Christine,
Thank you for taking the time to leave a review.
We're delighted to hear that Regan provided such a positive experience. It's always great to receive feedback recognising the professionalism and dedication of our technicians.
We'll be sure to pass your kind comments on to Regan and the relevant team.
Thank you again for sharing your feedback and for choosing Virgin Media.
Will take money from you repeatedly for…
Will take money from you repeatedly for bills that have been paid
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Jonathan,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how concerning it can be if you believe you've been charged for bills that have already been paid. Billing issues can be frustrating, and we'd like the opportunity to review what's happened.
You can find information on understanding your bill, payments, credits and charges here:
👉 https://bit.ly/4bbsS2L
If you'd like us to look into 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/4b7QTI1
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Virgin Media the let down specialist
Received a great call from Virgin media guy to arrange the package only to be let down twice on the installation date ! Calling on the day off agreed install towards the end time of visit. So after waiting in all morning only yo receive a call to offer a new date 8 weeks down the line. What a joke of a customer service reaction. Your only as good as the reviews you receive Virgin so you best start taking note !! Remember everyone a good deal is only as good as the service you receive.
Thanks for the response Virgin at least you monitor your reviews. I cant see what good it would do talking to you. Ive gone with BT now cheaper and not got to wait as long to get the installation.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Richard,
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 arrange your day around an installation appointment, only to be advised at the last minute that it won't be going ahead. We can appreciate why waiting in all morning and then being offered a new installation date several weeks later would leave you feeling disappointed.
We're pleased to hear that your initial experience arranging the package was positive, but we're sorry that the installation process has not met your expectations.
We'd like the opportunity to review the concerns you've raised regarding your installation. 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/4yEsbcc
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Screw Virgin Media.
I've been a loyal customer of virgin media since many years going back all the way back to the first time i moved to the UK and safe to say that their services are the worse and most stingy ever.
I'm paying for a 1gb wifi connection and it reaches below 100mb in my room and i ringed them up describing the issue and they replied that it requires to be below 30mb for a wifi booster/extender/pod????
You're fine with me being around 100 when i bought a package for 1000????????
Please save your money and shop elsewhere because these are the worst.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi AB,
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 on a Gig1 package and feel that you're not getting the WiFi performance you expect around your home. We appreciate that, as a long-standing customer, you'd expect a service that meets your needs, and we're sorry to hear that this has left you feeling disappointed.
If you're experiencing speed or 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/4fNEUSB
We'd like the opportunity to review the concerns you've raised. 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/4xkr3cD
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Multiple hard credit searches so they can try and sell you other products
Before joining virgin media please be aware they make MULTIPLE hard credit searches, even if you only ordered 1 product. I’ve spent the last 2 years building my credit score up from nothing. Turns out virgin media have a dedicated team for this (creditfileamendments”at”virginmedia.co.uk) because they do it often. What they don’t tell you is it will take 3 weeks for them to even look at your email, months to apply the change and rectify your score, when it took them 1 minute to fraudulently apply the extra searches to then try and sell you their other services. Complaints keep being closed without resolution, person on the phone keeps thinking I’m talking about 3 direct debits being set up and not the 3 hard credit searches I’m actually talking about. Going around in circles.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Katie,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how concerning it can be to see credit searches on your credit file, particularly when you've been working hard to build your credit history. We're also sorry to hear about the difficulties you've experienced when trying to discuss the matter and get your concerns understood.
For information about how and when we carry out credit checks, including the circumstances in which searches may be recorded with credit reference agencies, please see our Credit Checking Policy:
👉 https://bit.ly/3RS6ViI
We appreciate your concerns regarding the handling of your query and the time taken to resolve it. We'd like the opportunity to review the issues you've raised further.
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4vNEGzF
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Avoid avoid avoid
Avoid, if I could give zero stars I would. Terrible billing nightmares throughout, poor customer service teams on the phone with long tedious scripts. Never had a call that took less than 50 minutes amd most over 1 hour.
23 July 2026
Unprompted review
Reply from Virgin Media
Hi Bex,
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 experiencing billing concerns and feel that resolving them requires lengthy contact with our support teams. We also appreciate how disappointing it is when calls take significantly longer than expected, particularly when you're looking for a straightforward resolution.
We'd like the opportunity to review the concerns you've raised regarding your billing and overall experience. You can also find information on understanding your bill, payments, credits and charges here:
👉 https://bit.ly/4pyTmB7
If you'd like to discuss 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/4xkriV5
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
We received amazing help from Dan &…
We received amazing help from Dan & Steve (technician ID 12411) who attended our property to carry out a full assessment of our cabling and what would be needed in order for us to get broadband working, Daniel came out first and carried out the initial assessment and was really friendly and helpful and ensured that his appointment was promptly followed up by a technician to complete the broadband installation in our home, both Dan & Steve were extremely helpful, professional and really installed confidence in virgin media, both gentleman were really friendly and extremely helpful we could not thank them enough for their time and effort in getting our broadband installed and running.
13 June 2026
Unprompted review
Reply from Virgin Media
Hi Tony,
Thank you for taking the time to leave this review.
We're delighted to hear about the excellent service you received from Dan and Steve. It's great to know that Dan's initial assessment was thorough, friendly and helpful, and that the installation process was followed up promptly to get your broadband up and running.
We're especially pleased to hear that both Dan and Steve were professional, knowledgeable and supportive throughout, helping to give you confidence in Virgin Media while ensuring the installation was completed successfully.
We'll be sure to pass your kind feedback on to Dan, Steve and their management team, as recognition like this means a great deal to our technicians.
Thank you again for sharing your experience and for choosing Virgin Media.
Horrible customer service. Ignored and left in silence.
If I could rate lower than 1 star I would. I've been having issues with only my upload Speed for over a month now. Virgin have been nothing but useless. Was originally blamed on my end for being at fault when I had tested every cable myself and new cables. After a while they finally sent someone out, the guy was nice, checked the fiber line and found no fault, told me was the hub 4 so he replaced it with a hub 5. There was no improvement whatsoever and when trying to get I contact with them I've been left with nothing but silence. My last reply from them was on the 1st of July. They said they could send out a higher level engineer to check the line. I replied the next day saying I was free the dates they provided and heard nothing since. I have sent 2 follow up emails and nearly a month later still nothing.
Since they got fined by ofcom I have noticed my upload speeds have improved so I have a feeling that has something to do with the improvement but I have yet to hear back from them or know what the issue with. I've supplied evidence to them of my upload speeds and still monitor it hourly and keep the results logged. And still no follow up from them.
The custome service is absolutely useless and all the people I have been in contact with seek to have no clue what they are talking about.
2 July 2026
Unprompted review
Reply from Virgin Media
Hi Kat, thank you for your feedback. We're sorry to hear about the issues you've experienced with your broadband service and the trouble you had whilst trying to get it resolved and we'd like the opportunity to investigate this further. We're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4gTCFy7
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4hsaHd0
Disgusting company with no problem…
Disgusting company with no problem supplying an intermittent internet connection at a high price. Every 2 days my internet goes down but not long enough to receive their insulting compensation of £5 for a 24 hour period. Been with Virgin years and have no problem with engineers just the company who are greedy and leave you with no internet and don’t care as long as you pay them an over priced charge…
22 July 2026
Unprompted review
Reply from Virgin Media
Hi, thank you for your feedback and we're sorry to hear that you've experienced ongoing intermittent connection issues and that the service has not met your expectations. We'd like the opportunity to review the issues you've experienced. We're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4whWCmW
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/3TQkEHj
Got multiple boosters with them
Got multiple boosters with them. Package that offer 500mbps and im only getting 90mbps on a good day. Ive called and complained constantly and they do nothing about it. It took 5 years to to get a new hub with them. They're terrible And will not be going back with them again!
22 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your feedback Kurt and we're sorry to hear that you're not receiving the speeds you expect and that you feel your concerns haven't been resolved despite raising them multiple times. We'd like the opportunity to investigate this further. We're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4pDASQ6
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fPa3oC
Have been with Virgin for years
Have been with Virgin for years. And never experienced anything like the last few weeks. The service the last 2 weeks has been poor. Engineer booked to change boxes, took time off work no one turned up. I couldn’t VM 3 times prior and was told not to worry it was all booked! The 3rd person had actually booked it for a different Friday… I had screen shots to confirm what was said. Rebooked for a Saturday they arrived this time, 3 days later boxes don’t work. 3 days before another engineer can come out, another day off work to wait.
22 July 2026
Unprompted review
Reply from Virgin Media
Hi Lorna, thank you for your feedback and we're sorry to hear about the issues you've experienced over the last few weeks with the engineer appointments. We'd like the opportunity to investigate what happened. Please contact us directly with your account details so we can review your experience and provide further support. We're unable to help on this platform but please get in touch using one of the following contact methods so we can do so:
Call: 202 (free of charge) from a O2 mobile or 0344 809 0202 from any other phone
X https://bit.ly/4wlBdcM
Facebook: https://bit.ly/44OX5B8
The technician who done the work was…
The technician who done the work was excellent
20 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your review Callie and happy to hear that one of our technicians provided excellent service and made a positive impression during their visit. Thank you for taking the time to share your experience with us.
Called up as a prospect customer for…
Called up as a prospect customer for some "easy" information, spoke to someone in sales who unfortunately was not able to answer my question.
I was passed around from pillar to post to confirm if CGNat IP leasing was used or if it was just Dynamic.
Prior to the call I found conflicting information, this triggered the call, several agents not able to confirm this.
Requested escalation or a case to be raised to a department that would be able to provide me this information, but I was met with pushback from their agents.
When I finally spoke to the manager, they eventually managed to get the information requested, when requesting for the call recording I was placed on yet another hold where the manager ended the call on me.
I was on the phone for over an hour.
This has to be a joke, I will also be sending an email across to their head office as clearly there are several issues with their customer service and technical support team.
22 July 2026
Unprompted review
Reply from Virgin Media
Hi Dean, thank you for your feedback and sorry to hear that your experience trying to find more information about IP leasing was disappointing. We appreciate you taking the time to share your experience, as feedback like this helps us identify where improvements are needed.
Aaron my engineer was a great help at…
Aaron my engineer was a great help at getting my new Broadband up and running .
He was very courteous and even asked for a vacuum cleaner to clean up the dust caused.by the installation
20 July 2026
Unprompted review
Reply from Virgin Media
Hi MM,
Thank you for taking the time to leave a review.
We're delighted to hear that Aaron provided such a positive installation experience and helped get your new broadband up and running smoothly.
It's great to know that he was courteous, professional and took pride in his work, even taking the time to clean up after the installation. Small touches like this can make a big difference, and we're pleased Aaron made such a positive impression.
We'll be sure to pass your kind feedback on to Aaron and his management team, as recognition like this is always appreciated.
Thank you again for sharing your experience and for choosing Virgin Media.
Terrible company
Terrible company with terrible internet. Shocking connection almost all of the time. Absolutely awful.
22 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your feedback Brad and sorry to hear that you've been experiencing issues with your connection and that the service hasn't met your expectations. We'd like the opportunity to investigate this further but unfortunately we're unable to help on this platform. Please get in touch using one of the following contact methods so we can do so:
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4pB1y3N
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4yACTAt
Service is generally ok, but beware
Service is generally ok, but i feel like they cheated me.
Last year they sent me an email with an opportunity to upgrade my router because they newer models had to be used. So when I went through the process they want a £50 connection fee at the end, buried at the bottom of the page.
So I left it, suprise surprise a few weeks later I was told I had to upgrade my router and they would send me a free one out (no additional charges). So it looks like the earlier £50 fee was an attempt to get something out of me.
with the new router I get the opportunity to upgrade my speed for a small fee, I think it was £6 a month or something. Thought why not, now somewhere buried in that process it may I have said this would mean I'm exiting my current contract and starting a new one. All I saw was terms and conditions apply. It was certainly not in a prominent position as it should have been. Now at this time I was 15 months into a 24 month contract with a decent discount. A month before my discount ended I went to compare other suppliers, to my shock discoverd I was 8 months into a new 24 month contract .
What is worse I am now paying nearly double compared to what a new user pays. Needless to say when this contract is up for renewal I'm off.
21 May 2026
Unprompted review
Reply from Virgin Media
Hi, thanks for taking the time to leave us a review.
We're sorry to hear you're unhappy with your experience. We understand your concerns regarding the router upgrade, associated charges, and the renewal of your contract following the speed upgrade. We aim to be clear about any changes to services and contract terms, and we're sorry if this was not communicated as clearly as it should have been. We'd like the opportunity to look into this further for you.
Can you 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/4wBXnYx
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4pyDr65
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