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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The absolute worst company!!! No recommend at all. Check what people is saying…
Have no ideas how can I deal with them… No recommend this company at all!!!!
I have two house to using virgin, once I want to cancel one of that as contract finished, then they disconnected the line which I am using…
Called them, they reconnected and send a brand new contract with 24month length which I have never ever expected! Tried to sort it out, no way… getting more stress, I leave it.
The line which want to cancel still live and took an other few month going on…
Later I need move house, asked move my package.
They booked one day for connection, all looks ok. After moved my Netflix which included in my package not working, then I noticed they send again brand new contract with big bill?!! Same package price from £28 to changed £78!! No ideas how they calculated outstanding balance is £260.15???
Contacted many times, they asking all the story then pass to an other person, and repeated the story then pass me again to an other person, then this person asked again the story then later just out of chat without any mention!!! Took more than 3hours still not been resolved!!
Yesterday contacted them again, the stories repeated, spent more than 3hours again. Later they told me resolve team will call me back, when I asked their number, been told can’t give me?!… They keep repeating “Don’t worry at all, this is not your fault” and no anything sort it out!
This morning, I noticed they disconnect the internet?!!
I am tired deal with them now… I have no idea … feel headache when imaging contract them and tell the story again, spend an other few hours..
I am just regretting that didn’t check their review before order. Every time have any changes in your details they just send new contract with different prices without your agreement! Then your bills getting big and the contract length changing also, you will be stuck with them…
22 July 2026
Unprompted review
Reply from Virgin Media
Thank you for your feedback Youngsim Kim and sorry to hear about your experience when trying to sort your contracts out. This isn't the level of service we aim to provide and we'd like the opportunity to review your account and investigate these issues 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/4vK0axl
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4fyWf0t
Worst customer service I have ever…
Worst customer service I have ever experienced. Following my broadband failing I contacted VM on the same day. It took 3 days for the first technician to turn up to look at my router which, was not the problem, it took another 2 days for the 2nd to turn up to look at the wire to the house which was not the problem either. After calling everyday and wasting hours on hold, the 3rd technician turned up on day 6 to look at my router again and stated he had no idea why he had been asked to come as it was not the problem. After repeated calls to VM and been cut off multiple times, I finally got through to someone helpful who stated that it would take anoth 12-14 days to fix. I stated that this was unacceptable and was told that I could exit my contract with VM without penalties. Within 30mins of this call, another manager rang me and stated that I would be charged over £400 if I changed service providers - I informed them of the earilier call and they stated that I was mis-imformed as this was not possible. This manger was rude and unhelpful. I called again and was put through to another manager who then told me that only one technician had attended and basically told me I was lying and told me that I could not be connected to the 4th august - over a month from been disconnected and again stated I would be charged if I changed suppliers. At this point I stated that I would seek legal advice as the contract is to provide internet connection which they have failed to do. I called agin and with a different manager agreed that I would change service providers without charge and got this in writting this time. Basically, this is not a company that I could ever recommend dealing with as the company culture is extreemly poor with customer service staff always very understanding but never follow up on their actions and the managers used threatening tactics to try and intimidate customers. I have nver experienced such poor service from a company and suggest that anyone using VM should look at the reviews before signing up.
8 July 2026
Unprompted review
Reply from Virgin Media
Hi and thank you for taking the time to share your experience. We're very sorry to hear about the issues you've faced, both with your broadband service and the support you received while trying to get the problem resolved. This is clearly not the level of service we aim to provide and would like the opportunity to review what's happened. 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/4bYpUyT
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wZNxzm
Avoid this company at all cost I was…
Avoid this company at all cost I was with sky they told me they would give me a cheaper package and cancel my Sky for free I did that and I'm left to paying sky off because they legally cannot do this and then if you are late paying your bill you are charged a late fee Virgin Media I would definitely not recommend they are scam artists and Con artist they are known for lieung to people to join them
22 July 2026
Unprompted review
Reply from Virgin Media
Hi Ryan, thank you for your feedback. We're sorry to hear that your experience joining us hasn't met your expectations and we'd like the opportunity to look into 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/44IfCz6
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4wOac1s
Very surprised at service received
Very surprised at service received. Recently moved home to non virgin area and was part way through contract. Expecting problems and end of contract penalties. But, no, they said penalties would be waved on proof of new address. Sent proof and returned equipment. Penalty was removed and even had refund for part of the month from termination date.
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Steve and thank you for taking the time to share your experience. Moving home is stressful as it is and happy to hear that your contract termination was handled smoothly and that the team exceeded your expectations. Providing clear, prompt and efficient customer service is what we strive to do and it's wonderful to know this was reflected in your experience. Thank you again for your feedback, and we wish you all the best in your new home.
Please be aware this company will engage in outright theft
Due to moving home I have had to leave Virgin Media who told me that in theory because they could install services to my new premises I would have to pay a disconnection fee. This fee would be £249.20 minus a £50 credit for a prior outstanding complaint thus leaving a total balance of £199.20 to be paid.
On the 3rd of July I then received an email from Virgin stating that my bill was ready and £199.20 was due as agreed.
3 days later on the 6th of July I then used the link they specifically provided for me to pay the sum in full via a debit on their online portal. Thinking our business was now concluded I thought nothing more of it and carried on with life.
The following day on the 7th of July Virgin Media then took the sum of £249.20 from my account despite the fact that they were not entitled to this money, the sum taken was wrong and the bill had in fact already been paid.
I then telephoned them to ask why this money had been taken and to give me a refund. The 'customer service representative' who was wildly unhelpful and in fact hung up on me and then phoned me back 15 minutes later said they could see this payment had been taken in error and would refund me and asked me to quote the details of the card the money had been taken from.
When I then provided these details I was then told they didn't match the card details they had and a cheque would need to be sent and this would take 1 month! This argument then quickly fell apart when I confirmed the details were correct and I had the time stamp and the transaction ID for the payment in question and threatened to take this matter to Ofcom.
Shockingly, after a brief hold I was passed through to a manager who told me that a refund was in fact possible to this card and a refund was processed which I then received 24 hours later.
Having once again assumed all business was concluded and having carried on with life as normal I see Virgin Media have once again tried to charge me the sum of £199.20 this morning. Suspecting they might do this I made the decision to move all money out of the account the night before so it could not be taken although they did send me a lovely threatening email telling me this sum needed to be paid or my services would be restricted.
For reference my services were disconnected on the 30th of June and once again the bill has been paid almost 3 weeks ago!
In short please avoid using this company at all costs, particularly if you have any characteristics of vulnerability as they will deliberately attempt to take money to which they are no entitled, customer service will offer nothing in the way of support unless you back them into a corner because you've caught them out lying and they are generally just what I think can fairly be described as scam artists. However, that would explain why they have just been fined £28m for in fact trying to scam people.
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Sebastian,
We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback.
We understand how frustrating and concerning it must have been to receive a bill for £199.20, pay it in full using the payment link provided, and then have a further payment of £249.20 taken from your account days later. We also appreciate how disappointing it would be to spend additional time trying to resolve the issue, particularly when you believed all outstanding balances had already been settled.
We're sorry to hear about the difficulties you experienced when contacting us regarding the duplicate payment, as well as the confusion surrounding the refund process. We understand why receiving further payment requests and collection attempts after the matter had supposedly been resolved would leave you feeling frustrated and concerned.
We'd like the opportunity to review the concerns you've raised regarding your final bill, payments, refund and account closure. 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/4x1oVWZ
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
So difficult to deal with
First of all can I say that I’m happy with the product but find the company so difficult to deal with. They constantly offer better deals to new customers and will not let existing customers take advantage of these. Trying to talk to someone is so time consuming. If you complain they simply open up a complaint and immediately close it. The point of this I struggle to understand.
Following the reply from Virgin Media I tried the WhatsApp option and, like the phone, a total waste of my time as I couldn’t get past the chatbot. I did eventually get to chat with someone but 1.5 hrs later nothing achieved other than trying to upsell me all the time. Really serving to validate my criticism
1 July 2026
Unprompted review
Reply from Virgin Media
Hi Alan,
Thank you for taking the time to leave a review.
We're pleased to hear that you're happy with the products and services you receive from us. However, we're sorry to hear about your experience when discussing package pricing and trying to contact our teams.
We understand how frustrating it can be to see offers available to new customers that don't appear to be available on your account. We also appreciate your concerns regarding the time taken to speak with someone and your experience with the complaints process. It's disappointing to hear that these issues have left you feeling frustrated despite being satisfied with the service itself.
We'd like the opportunity to review the concerns you've raised and discuss your experience 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/4hqyOss
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Genuinely the worst customer service…
Genuinely the worst customer service ever. THEY told me that they couldn’t provide internet at my new address so I started a contract with sky. Virgin then tried to charge me £400 for leaving and wouldn’t let me dispute this even though it was because they told me they couldn’t provide for me. They then said my only option was to switch back to them so I did. My WiFi was supposed to be working 4 days ago. I now have no working WiFi, a bill for £400, had to pay £5 moving house fee AND they’re trying to charge me over £40 for my ‘first bill’ when it’s supposed to be £23.99 a month. Can not stress more to never start a contract with them. Horrendous customer service.
22 June 2026
Unprompted review
Reply from Virgin Media
Hi Lauren,
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 told that services couldn't be provided at your new address, make alternative arrangements, and then be faced with charges and further complications as a result. We also appreciate how disappointing it is to have moved back to Virgin Media, only to find that your broadband isn't working as expected and that you're now dealing with concerns around your billing.
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
If you'd like to understand how your first bill is calculated, including any one-off charges, partial month charges or advance billing, you can find more information here:
👉 https://bit.ly/4pwbImx
We'd like the opportunity to review the concerns you've raised regarding your account, billing and service activation. 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/4ftwTAX
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Think Virgin think crap
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 notification from them. Spoke to (offshore and difficult to understand) customer services who told me a string of lies from UK wide outage to local outage to engineer phoned (2 names given neither of which live here!!) to engineer visited property (unlucky Virgin as my CCTV cameras can prove the lie). I HATE VIRGIN!!! THE WORST CS IN THE WORLD….
21 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 experience service outages for several days, especially after arranging your schedule around an engineer appointment that didn't go ahead as expected. We also appreciate how disappointing it is to receive conflicting information while trying to understand what's causing the issue and when it will be resolved.
We're particularly sorry to hear about your concerns regarding communication and the information provided during your contacts with our customer service teams. We understand why this has left you feeling let down and frustrated.
If you're still 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
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/4yAGiPN
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
The absolute worst customer service
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 wasn’t his department, then sneakily connected and signed the job of as completed. Spent 8.5 hours over 5 weeks on the phone being passed from business customer care to faults team. Nobody seems to be able to arrange a wire reallocation. The worst customer service I have experienced. Mr Branson would be ashamed.
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Mike,
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 have been advised that the cable relocation would be completed as part of your installation, only to find that the work was not carried out. We also appreciate how disappointing it is to spend weeks trying to resolve the issue, particularly after being passed between multiple teams without a clear resolution.
We'd like the opportunity to review the concerns you've raised regarding your installation and the support you've received. 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/4yOBczM
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Customer service - NONE
As a valued customer who has been with them for around 8/9 years aswell as 02, who has upgraded and changed contracts constantly, to a better deal otherwise i'd leave, this time being told I can't and not wanting to keep me as a valued customer, yet I could leave and sign back up on half the price I'm paying now, absolutely ridiculous, they've gone downhill, no customer value anymore, so ill go elsewhere, also wifi goes down quite abit anyway try BT people
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Aston,
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 feel that your loyalty over the last 8–9 years has not been recognised, particularly when you've continued to renew and upgrade your services with us. We can appreciate your frustration if you've found that the options available to you as an existing customer don't appear to match those available to new customers.
We're also sorry to hear about the connectivity issues you've experienced, and we understand how frustrating it can be when your WiFi service doesn't perform as reliably as expected.
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
We'd like the opportunity to review the concerns you've raised regarding your package, renewal options and service experience. 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/4vLjPNt
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Disgusting customer service
Disgraceful company. Charging me a small fortune for broadband for the month. Have now sorted to move to a better and cheaper supplier. I have been a loyal customer to Virgin Media for years now and there's always an issue somewhere down the line. I have spoke to an agent on their website and they made little attempt to keep me as a customer despite me paying my bills on time for years. Anyway, time to try another company. Goodbye
21 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 disappointing it must be to feel that you're paying too much for your broadband service, particularly after being a loyal customer for many years. We also appreciate how frustrating it can be when you reach out to discuss your options and feel that insufficient effort was made to retain your custom.
We're sorry to hear that your experience has led you to decide to move to another provider. We recognise the loyalty you've shown over the years and are disappointed that we've left you with this impression.
You can view the latest offers available to existing customers here:
👉 https://bit.ly/4b5RY36
If you'd like us to review your package and 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/4b6SPAF
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
THE WORST COMPANY IN THE UK
Virgin Media should not even be given one star. This is the one of the worst companies you can ever be a customer of. The best message I can send to everyone out there is do not become a customer of Virgin Media.
21 July 2026
Unprompted review
Reply from Virgin Media
Hi JakDan,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand that you've been left with a very negative impression of Virgin Media, and we're sorry to hear that your experience has led you to feel this way. We know how important it is that customers receive reliable service and support, and it's disappointing to hear that we've fallen short of your expectations.
We'd like the opportunity to better understand your concerns and see if there's anything we can do to help. 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/4vG3jy8
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Quick and easy changeover
Changed from another provider providing skow speed with increased cost, so took the plunge and changed to VM, who offered a higher speed, included Netflix, all for a lower cost. Setup easy and enjoying the experience so far.
16 July 2026
Unprompted review
Reply from Virgin Media
Hi Keith,
Thank you for taking the time to leave a review.
We're delighted to hear that you've had such a positive experience since switching to Virgin Media. It's great to know that you were able to secure a package offering faster broadband speeds, Netflix included, and better value for money than your previous provider.
We're also pleased to hear that the setup process was straightforward and that you're already enjoying the benefits of your new services.
Thank you again for sharing your feedback and for choosing Virgin Media. We hope you continue to enjoy your services.
ISP Throttling - Tor Browser
I believe my ISP - Virgin Media are throttling my connection to Tor Browser's onionized feature.
How does Callum know this...? because Callum isn't a stupid person and turned on his Norton Security VPN to bypass this, and then attempted to use the Tor Browser onionized feature with no throttling issues and then turned Norton VPN off again to which the throttling occurs again...why are Virgin Media doing this?
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Callum,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand your concerns regarding the performance you're seeing when using specific online services and applications. We appreciate how frustrating this can be.
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 slow broadband speeds here:
👉 https://bit.ly/4fnAmRy
If you'd like us to look into 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/4wfqhNA
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank You Martin and Virgin Media
A big thank you to Martin at Virgin Media who has given me an outstanding deal when renewing my contract. Martin was amazing he is a credit to Virgin Media. Martin has saved me money on my new contract and I will be paying less than before. This is a great help and so much appreciated during this cost of living crisis. I did not have a good experience recently when trying to negotiate with the Indian call centre. I just wanted to leave Virgin Media at that point. Now Martin and Virgin Media have restored my faith in them. I can continue to enjoy my Virgin 360 box which I love and enjoy the same services I had previously had but with increased broadband speed. Thank you Martin and Virgin Media today I’m truly delighted in how you handled my experience. You have restored my faith :)
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Matthew,
Thank you for taking the time to leave this review.
We're delighted to hear about your recent experience and that Martin was able to help you find a package that works for your needs and budget. It's fantastic to know that he was able to secure a great renewal deal, increase your broadband speed, and reduce your monthly costs at a time when every saving counts.
We're especially pleased to hear that Martin's service restored your faith in Virgin Media after a previous experience had left you considering leaving. Taking the time to listen, understand a customer's needs and find the right solution is exactly the kind of service we strive to provide.
It's also great to hear that you're continuing to enjoy your Virgin TV 360 service while benefiting from your new package.
We'll be sure to pass your kind comments on to Martin and his management team, as recognition like this means a great deal to our colleagues.
Thank you again for your feedback and for choosing to stay with Virgin Media.
Just the worst customer service and…
Just the worst customer service and unreasonable to existing customers. They've really gone down the pan last 10 years
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Amin,
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 feel that the level of customer service and support you've received has declined over time. We also appreciate your concerns regarding the options available to existing customers and are sorry to hear that this has left you feeling undervalued.
We'd like the opportunity to better understand your concerns and review the experience you've had with us.
You can also view the latest offers available to existing customers here:
👉 https://bit.ly/4b3XPG5
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/44Ive5y
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Worst company ever to deal with
Worst company ever to deal with. Ring three times cut off. Asked to upgrade boxes, on screen, due to service ending. Upgrade requested, engineer came out, no equipment. No equipment arrived asked to wait 2 weeks. No equipment arrived. Further 3 hours trying to get this resolved and be told I should be paying more but he will try and get it for me at no cost. This is supposed to be an upgrade at your request. If it wasnt for the fact everyone of your customers was tied to a contract I imagine everyone would leave. - You will no doubt reach out to me and ask me to contact you to discuss, which as we all know will be something that means you will lose the will to live on this earth and you will make it really hard to navigate the WA experience which should be quick, you will guide me through a range of options, none of which relate to a complaint and / or resolving my issue, pigeon holing me into anything but resolving this and yet by replying with a message stating you wish me to contact and resolve, you know damn well that no one will, because we are totally wasting our time.
21 July 2026
Unprompted review
Reply from Virgin Media
Hi Pete,
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 advised that your equipment needs upgrading, only for an engineer to arrive without the required equipment and then for the replacement equipment not to arrive as expected. We also appreciate how disappointing it is to spend several hours trying to get the issue resolved, particularly when you're left with uncertainty about costs for what you believed was a requested service upgrade.
We'd like the opportunity to review the concerns you've raised regarding your upgrade and the support you've received. 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/44JkpQH
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Engineer no show
House sitting for my daughter who has just purchased a property. Engineer booked to visit. No show and no explanation given. Speaking to my daughter has had a poor service from the start.
I tried to contact customer service on her behalf and the agent was extremely rude. I guess no shows from engineers are unavoidable but it's amazing how often this seems to happen isn't it. Another wasted leave day.
21 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 time around an engineer appointment, only for the visit not to take place and no explanation to be provided. We also appreciate the inconvenience caused when a day of leave is taken for an appointment that doesn't go ahead as expected.
We're sorry to hear that your daughter has experienced issues from the outset and that your attempt to seek support on her behalf left you feeling dissatisfied with the service you received. We understand why this has contributed to a negative impression of Virgin Media.
We'd like the opportunity to review the concerns you've raised regarding the missed appointment and customer service experience. Please ask your daughter to 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/4vNoeQ3
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
SHOCKING
SHOCKING. I contacted Virgin Media to move home and had to speak to 4 agents via Chat and make 5 phone calls over 3 days to get anywhere and I have been completely messed around with engineer appointments.
First agent whom I reported my home move to, asked me to contact them again in 2 days time to report my move (with no explanation why)?
Second agent booked the engineer to come out 2 days before I was due to move in to my new property (house is vacant - no one would be living there whilst services would be getting installed which I informed him of), he provided a number to call to re-arrange which was no longer in service.
Second agent thankfully provided correct number - called up and had my appointment rebooked for the date after I move in - PERFECT! Only to receive an email of an appointment booked for 10 days after I move in (??)
Spoke to a third agent who said the appointment the day after I move in was not booked and never existed (??), took my complaint and said she would call me back on Monday dinner time - no call was received (shock).
Called up and spoke to a 4th agent who booked a "priority engineer appointment" for the day I move in 1pm-6pm, I asked will I receive correspondence of this appointment which she advised "Yes, you will receive an email" - no email received.
Called and spoke to a FIFTH agent who said this appointment on my moving date AGAIN was never booked. I was placed on hold and after being on the line 21 minutes and being on hold, the agent hung up.
Tried calling back, to which the fifth agent called me back to confirm there are no sooner appointments and nothing that can be done.
I am truly appalled, having to pay a £20.00 moving fee to be messed around, receive disgraceful conflicting customer service and be without internet for 10 days!
Will be leaving Virgin Media once my contract runs out.
21 July 2026
Unprompted review
Reply from Virgin Media
Hello Nina,
Thanks for taking the time out of your busy day to leave us a review here on Trustpilot.
We're very sorry to hear that this has happened to you during what is already a stressful enough time. We're keen to know more so we can help put things right for 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/3TNgPTh
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4gPCyDH
Virgin media deserves negative stars.
Can’t leave a negative star, of which Virgin media duly deserve.
By far the worst example I’ve ever had with a company. Lose broadband for over 10hrs a day. They know the fault but have made no attempt to fix it in over 6 years. Obviously predates my 3 months of appalling service. Customer service is a maze of deceit that has no resolution. Never ever go near them.
21 July 2026
Unprompted review
Reply from Virgin Media
Hello Craig,
Thanks for taking the time out of your day to leave us a review. We're very sorry to hear that you feel this way about the services that we offer. We're keen to know more, so we can help put things right. Please get in touch using one of the following contact methods.
Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
X https://bit.ly/4yu4kMx
WhatsApp: +44 7803 089 684
Facebook: https://bit.ly/4vK1uR0
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