Virgin Media

"I have just moved over to Virgin having got fed up of Vodafone's price increases for a mediocre connection speed in my area. I mistakenly gave Three a try but the connection through the air (no cable with Three) was really very slow and back it went on the terms of their 30 day trial. I'd seen we still had an old NTL socket in the living room so availed myself of Virgin's DIY no engineer connection. I admit to being a little concerned the socket might be obsolete or even disconnected. I ordered the next to slowest (and cheapest) offering from Virgin at 250 Mbps - there's only two of us and we're too old to be gamers! Virgin asked us when we'd like the router to arrive and it arrived right on cue - no excuses, no hassle. Installing it was child's play. It explained everything on the box. There were 3 connections - plug one end of the supplied router cable into old NTL socket with the other end to the router. Plug the router into the wall socket. That's it. Within 5 minutes the router was up and running. It suggested waiting for 30 minutes for the connection to stabilise which I did but am not sure I really needed to. Tried a WiFi speed test from two different tester sites. My 250 Mbps connection gives me between 200 and 264 Mbps depending on the time of day but not less. Absolutely brilliant. No fuss, no waiting, no mucking about. The price I got it for was £10 per month less than Vodafone's latest price hike and £4 more than Three's offering - but you cannot seriously compare them to a fibre connection. Yes it will go up £4 next April but I expect that. And two year's price rises will still be less than Vodafone wanted right now. Even if you don't have an existing socket and need an engineer it's still an easy transfer of providers. And you get £50 for recommending them to friends and family. That'll do."

"Once again we have no broadband service as it is not available or working again no updates on when it will be fixed . I will never take up to services paying for something and not getting it"

"If there is any chance for 0 or -0 I will definitely give them 0 . Because they are giving me everytime over charges.. Please don't go to these thieves. They are money minder"

"Fighting the connection to even get this review up, such a terrible service. Sick of inconsistent broadband connection, especially when trying to work from home. Don't bother with this company."

"Again and consistently we in Bournville Birmingham, have no internet or landline during 2 major outages in the last two years which is great if you work from home...not. Plus no explanation and a fight for compensation which should be automatic. Virgin consistently fail to to meet their contractual obligations and absolute joke of a company. Going back to sky."

"Landline issue, they will call me back, HOW, if i dont have a mobile, OH ok can you call us then, HOW, i have landline issues, lets try CHATBOX, takes me through all the security questions, then tells me this service is not available for landline issues, i need to call them."

"Utterly useless company. Lost the Internet in both heatwaves due to an issue in the area. It is SO unreliable and when you try ringing them for assistance, there's nobody to help. DO NOT go with this company for Internet."

"Shocking service, first two months good now no Internet. Can't log in at all, call centre can't resolve the issue either. Doubling my payment next month, i don't think so. Goodbye. Let's go court"

"Avoid, life is too short to deal with Virgin Media's very poor service I have been a customer for many years but as soon as I needed help, the problems started. Following two and a half weeks of trying to resolve an issue, very long calls, staff giving incorrect or incompleat advise, very poor service, I had to go to Ofcom to get the correct information and have now moved away to a different provider. Virgin, you have a lot to work on to improve your customer service, this is the first time I have left a negitive review."

"Signed up to Virgin Media at the start of June and was told they would activate our switch over from Sky and pay a final bill up to the value of £250. Fast forward to the end of the month and spoke with Sky who advised Virgin hadn’t been in contact with them to activate a switch. Once our services were installed I spoke with Virgin who confirmed Sky should be in contact soon regarding the switch. Radio silence since so spoke to Virgin again today who confirmed the switch wasn’t put through on their end and for us to now cancel Sky ourself and receive a final bill - but it’s not guaranteed they will cover this cost for us!! Meaning we are currently paying for 2 broadband services and could now also be out of pocket from our Sky final bill! A complaint has been logged internally for us but this still won’t confirm if the final bill value will be covered. Appauling if you ask me."

"Shout out to Jack the engineer . Fitted my virgin media socket so I could get my internet up and running. He was very friendly and informative. Very quick with the job thanks again Jack"

"Yesterday engineer visited there issues with broadband it’s inactivated, was told that I need to contact Virgin media customer service they can activate on they side, did contact them today via WhatsApp, was told that I have to contact via number provided, I explained that number asking to confirm post code after postcode confirmation automated line hang down, was told would be put request to call me back , I should receive phone call 30-50 minutes mutes to assist with my enquiry, no body called me , this is very bad my property remains no internet because they not bothered to call me back to activate my broadband , then later on was arranged engineer for sort out broadband in my property tomorrow, so basically engineers advise to contact pre installation team team and tech department, and they send back engineers out which can’t fix problem so it’s never ending game and none of them fix issue"

"I have had an extremely disappointing experience with Virgin Media. What began as a poor signal issue in March 2025 turned into a lengthy and frustrating ordeal that continued until October 2025. During this time, the quality of service steadily deteriorated and eventually became a complete loss of service for an extended period, while I continued to be charged for a service I could not use. The situation became significantly worse following an engineer visit. An engineer attended to investigate the poor signal and removed the wall faceplate while moving equipment around. From that point onwards, I lost service completely. Despite the issue being ongoing for months, the faceplate was never replaced, leaving nothing but a cable protruding from the wall. It is unacceptable to leave a customer’s property in this condition for such a prolonged period. Throughout this process, I received conflicting information from Virgin Media representatives. I was repeatedly told that I could not cancel my contract while the fault was ongoing, only to later be informed that I could have cancelled during the period when I had no service at all. Had I been given accurate information from the beginning, I would have made very different decisions. To make matters worse, Virgin Media has failed to properly honour its automatic compensation obligations. Despite the length of the outage and disruption caused, I was offered less than half of what should have been due under the compensation scheme. After challenging this and raising concerns about the handling of my case, I was effectively told that no further assistance would be provided. To summarise, I endured ongoing service issues from March 2024 to October 2025, experienced poor service that became no service following an engineer visit, continued to be billed while disconnected, received incorrect advice regarding my cancellation rights, have still been left with a cable sticking out of my wall where the faceplate was removed, and have been offered compensation that falls far short of what should be due. The lack of accountability, communication, and customer care throughout this entire process has been shocking. After more than a year and a half of issues, I have lost all confidence in Virgin Media’s ability to treat customers fairly. I would strongly encourage anyone considering Virgin Media to keep detailed records of every interaction and to carefully review their rights under the automatic compensation scheme."

"The Internet is poor. When it works its great but ours doesnt! Constantly flashing red. Had engineers out that fixed everything that isn't a problem and leave us with intermittent Internet. They changed the wire in the street, no luck and left cut, exposed wires sticking out my garden. The intermittent signal still present and now they are telling me they cant see it (I should post the emails)! My advice is avoid at all costs! You lost a customer!"

"We have not had Wifi now since June 23 it is now June 24 still no wifi. All the sites say no problem in our area. Yesterday it said in the morning it would be back on 7.30 ish that day. Trying to get somebody to talk to is impossible all you get on the phone unable to connect you and the chat is something else. I think when our contract finish's we will look for a more reliable provider unless the service improves and to be able to get honest information. I have just tried to find specific location that don't work. Not impress."

"Coverage in my house was lousy. Sometimes it didn’t work at all. On top of that, I found out the other day that I was out of contract, and they were charging me £90 a month for WiFi!! Virgin is a steaming pile of poo and I’d rather have a hamster running on a wheel for my WiFi than have this garbage in my house again. The App barely works. And during a cost of living crisis they’re happy to squeeze every penny out of you for below standard service. I’m switching provider, not a care in the world from them. They sent a text saying call or click a link if I wished to discuss anything…and surprise surprise! The link doesn’t work! I’m sure the CEO will get a lovely bonus this year though. Honestly, save yourself the trouble and go for literally anyone else."

"Can only give a 1 star. Internet and everything that goes with it been down since 4pm, the fix time went from 11pm to suddenly 11am the next day. ‘Fault identified and engineer dispatched’ didn’t realise they dispatched engineers from Haiti. Useless, go with sky."

"Initial Upgrade Request (approx. 20 days before contract expiry): Well in advance of my contract end date, I used the official Virgin Media app to select an upgrade option and renew my agreement. First Follow-up (Phone Call - approx. 30 mins): After noticing the upgrade hadn't been applied to my account, I called to chase it. The advisor informed me that app upgrades "take a little bit of time" to process. However, instead of pushing the pending upgrade through, they attempted to offer me a new deal. This deal was significantly worse than the one I had originally selected in the app. I wasted roughly 30 minutes on this call with no resolution. Second Follow-up (Text Chat - approx. 1 hour): I later tried to resolve this via your text chat service. I spent an hour repeating my story. Instead of honoring the app upgrade, this advisor also tried to upsell me on a worse agreement. Transfer to Retentions: I was then transferred to the Retentions team, where the exact same pattern repeated. No one would honor or track down the original upgrade I selected; instead, I was subjected to further attempts to tie me into an inferior contract"

"Awful, avoid. They're very happy to let you agree to new contract, but make it extremely difficult to cancel one day aftet, when the contract arrives and not as agreed. avoid avoid avoid"

"Awful ! Still no Netflix supplied as there advertised offer, still keeps dropping out, TV still intermittent and of course you still can't get hold of a human being in customer services to sort things just good old Terri Bot ! Would never ever recommend Virgin Media to anybody not even my worst enemy, can't wait to get rid of it and get a professional company in"