When we first joined Virgin, we were on a 350 package and everything was pretty fast. However, once we renewed our contract, the price shot up, and we've had no end of problems, which are still ongoin... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Virgin Media customer service is simply aweful. Contract renewal time. Virgin Media contacted me with 2 "offers" to renew services for another 24 months. Sales process far too long. Sales advisor pu... See more
Company replied
My mum has been a customer of 25 years. Sadly Virgin Media doesn't want to keep her. Overall the standard and stability of her broadband has been good, but quite frankly it's not worth the effort tryi... See more
Company replied
Appalling customer service. Fault on TV service was evident on the App but not fixed by the date stated. No offer of compensation made but sent an ethernet cable which didn't fix the problem. Tried li... 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
1.7
Bad
107k reviews
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Virgin Media Service
Virgin Media engineers are always cheerful , efficient and helpful. Phoning Virgin Media however is a complete nightmare; I spend hours on the phone and end up cross and stressed. If there was a viable alternative I would ditch them at once.
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Trevor,
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 had positive experiences with our engineers and that you've found them to be cheerful, efficient and helpful when visiting your home.
However, we understand how frustrating it can be when you need to contact us and feel that resolving issues takes more time and effort than it should. We also appreciate how disappointing it is when those experiences leave you feeling stressed after seeking support.
We're sorry to hear that your experience with our customer service channels has left you feeling this way, despite the positive interactions you've had with our engineering teams.
If you'd like us to review the concerns you've raised regarding the support you've received, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4x4MygJ
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback and for being a Virgin Media customer.
Professional service
Engineer arrived on time and promptly got my Internet back on. Very professional customer service received.
4 September 2026
Unprompted review
Reply from Virgin Media
Hi DavLin,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer arrived on time and was able to get your internet service back up and running promptly. It's great to know that you received professional customer service and that the issue was resolved efficiently.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Warning keep clear of Virgin mediaI have had a mobile phone and the…
I have had a mobile phone and the internet since the whole electronic data and communication since the very beginning in the UK and can honestly say this is the worst provider by a long way, that I have had the misfortune to deal with. I seem to stick to a provider that work and give a good service. As someone who works in the media I am completely dependant on good fast continuous internet Virgin is none of these, indescribably bad breaking down multi times every day, TV forget it had to transfer back to the arial. but I am stuck in a contract with these cowboys. I may have to get a proper professional company and pay for two suppliers till my contract runs out with these crooks Don’t please don’t even consider going to Virgin for your internet tv phone needs
31 July 2026
Unprompted review
Reply from Virgin Media
Hi John,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be to experience repeated service interruptions, particularly when you rely on your broadband connection for work in the media industry. We also appreciate how disappointing it is when issues with your broadband and TV services impact your day-to-day activities and leave you feeling unable to depend on the service.
We're sorry to hear that you've experienced frequent disconnections and that this has led you to revert to using an aerial for your TV services. We understand why these ongoing issues have left you with such a negative impression of Virgin Media.
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 broadband and WiFi issues here:
👉 https://bit.ly/4xGicSN
If you'd like us to review the concerns you've raised regarding your service and 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/4cvbyGC
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
The engineers are great, but sadly the people answering phone are outsourced to another country!
The engineers who install WIFI are great. They are friendly, knowledgeable & focus on getting the job done well.
Absolutely appalling customer service. The phone support is clearly outsourced to another country, and unfortunately the communication and understanding are nowhere near the standard you would expect from a company dealing with customers’ accounts.
I called twice to explain a very simple error in the account name. On both occasions I explained exactly what needed correcting, yet they still managed to get it wrong. Having to repeat a straightforward request multiple times, only for it to remain incorrect, is incredibly frustrating.
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Dianne,
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 had positive experiences with our engineers and that you've found them to be friendly, knowledgeable and focused on getting the job done properly. It's great to know that the installation side of your experience met your expectations.
However, we understand how frustrating it must be to contact us multiple times to correct what should be a straightforward account issue, only to find that the information still hasn't been updated correctly. We also appreciate how disappointing it is when you feel that your concerns aren't being properly understood, particularly when the request is clearly explained.
We're sorry to hear that your experience with our customer service teams has left you feeling this way and that resolving the account name issue has required more time and effort than it should have.
If you'd like us to review the concerns you've raised regarding your account details and the support you've received, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4d1YWXI
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
The engineer was friendly professional…
The engineer was friendly professional and patient
2 September 2026
Unprompted review
Reply from Virgin Media
Hi Karen,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer provided such a positive experience. It's great to know that they were friendly, professional and patient throughout the visit.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Great experience from Liam 2770 at…
Great experience from Liam 2770 at Virgin media. Thoroughly helpful and professional. Gave me lots of confidence with what he was doing and managed to really improve my wi-fi strength.
4 September 2026
Unprompted review
Reply from Virgin Media
Hi RB,
Thank you for taking the time to leave a review.
We're delighted to hear about your positive experience with Liam. It's great to know that he was thorough, helpful and professional throughout his visit.
We're especially pleased to hear that Liam gave you confidence in the work being carried out and was able to significantly improve your WiFi performance. Feedback like this is always appreciated and highlights the excellent service we strive to provide.
We'll be sure to pass your kind comments on to Liam and his management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Reply from Virgin Media
Hi Kylored,
Thank you for taking the time to leave a review.
We're delighted to hear that you received excellent service and had such a positive experience with Virgin Media.
We'll be sure to pass your kind feedback on to the relevant team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
One of the worst WiFi I’ve ever used…
One of the worst WiFi I’ve ever used half the time it doesn’t work so I have to rely on my data and when it does work it has the weakest signal in the WiFi what a bloody joke
6 September 2026
Unprompted review
Reply from Virgin Media
Hi Alana,
We're sorry to hear about your experience and appreciate you taking the time to share your feedback.
We understand how frustrating it must be when your WiFi isn't performing as expected, particularly when you find yourself relying on mobile data because the connection is unavailable or the signal strength isn't meeting your needs. We also appreciate how disappointing it is when you're paying for a service and feel that it isn't delivering reliable coverage around your home.
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 broadband and WiFi issues here:
👉 https://bit.ly/4zYI3a9
If you'd like us to review the concerns you've raised regarding your broadband and WiFi performance, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4zY4xZ5
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Have had bad service for months
Have had bad service for months, despite multiple contacts with customer service they never fixed it. Rode out the contract until the last month. Customer service advised that because we're in the last month there would be no termination fee. Went ahead and set up to switch to another provider - received an email from Virgin that there's a fifty quid termination fee. Absolute rob dogs, can't wait to leave. Look forward to their automated "hey please contact us" reply to this, maybe treat your customers better.
6 September 2026
Unprompted review
Reply from Virgin Media
Hi there,
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 issues over an extended period and feel that, despite multiple contacts, the problem hasn't been resolved. We also appreciate how disappointing it is when you're making plans to switch providers and then receive information about a termination fee that doesn't match what you were previously advised.
We're sorry to hear that your experience with both the service and the support you've received has left you feeling this way and ultimately led to your decision to leave Virgin Media.
If you're considering your options, you can find information about leaving Virgin Media here:
👉 https://bit.ly/4A0Uwu8
You can also find information about Early Disconnection Fees here:
👉 https://bit.ly/4gTkbfs
If you'd like us to review the concerns you've raised regarding the advice you received and the charges applied to 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/4gJv9UE
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Reply from Virgin Media
Hi Steven,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer provided a positive experience. It's great to know that they were polite and efficient while carrying out the work.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Engineer did a fabulous job hiding the…
Engineer did a fabulous job hiding the cables best he could with no problems
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Geoff,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer did a fabulous job and took the time to hide the cables as neatly as possible. It's great to know that the installation was completed without any problems and that you were happy with the finished result.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
The engineer was really professional
The engineer was really professional
4 September 2026
Unprompted review
Reply from Virgin Media
Hi Elodie,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer provided such a positive experience. It's great to know that they were professional throughout the visit and delivered the high standard of service you expected.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Excellent service and engineers were…
Excellent service and engineers were amazing
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Beverley,
Thank you for taking the time to leave a review.
We're delighted to hear that you received excellent service and that our engineers made such a positive impression. It's fantastic to know that they provided an amazing experience and helped ensure everything went smoothly.
We'll be sure to pass your kind feedback on to the engineers and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Reply from Virgin Media
Hi there,
Thank you for taking the time to leave a review.
We're delighted to hear that the problem was fixed straight away and that you had a positive experience with the service provided.
We'll be sure to pass your feedback on to the relevant team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Reply from Virgin Media
Hi John,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer provided such a positive experience. It's great to know that they were helpful and polite throughout the visit and delivered the support you needed.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
On time,reassured me from the start…
On time,reassured me from the start that he would get me up and running again
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Dean,
Thank you for taking the time to leave a review.
We're delighted to hear that the engineer arrived on time and immediately reassured you that he would get your services up and running again. It's great to know that his confidence, professionalism and support helped put your mind at ease from the start.
We'll be sure to pass your kind feedback on to the engineer and their management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Installation of broadband and tv box
Very satisfied with my experience! Thank you Arron!
27 August 2026
Unprompted review
Reply from Virgin Media
Hi BK,
Thank you for taking the time to leave a review.
We're delighted to hear that you were very satisfied with your experience and that Arron provided such excellent service.
We'll be sure to pass your kind feedback on to Arron and his management team, as recognition like this means a great deal to our colleagues.
Thank you again for sharing your experience and for choosing Virgin Media.
Our Virgin engineer
Our Virgin engineer, O’Share was brilliant setting up our broadband and explained everything fully. We now have a great service and feel like we’ve joined the 21st century. Thank you Virgin. Thank you O’Shane.
3 September 2026
Unprompted review
Reply from Virgin Media
Hi Fredrick,
Thank you for taking the time to leave a review.
We're delighted to hear that O'Shane provided such a positive experience while setting up your broadband. It's great to know that he took the time to explain everything clearly and ensured you felt confident using your new service.
We're especially pleased to hear that you're enjoying the service and feel like you've joined the 21st century! Feedback like this is always appreciated.
We'll be sure to pass your kind comments on to O'Shane 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.
Poor Customer Service
Really difficult to get through to customer services...
I am still waiting for a call back from 3 weeks ago after it was promised about my package rates.
Recently ordered a WIFI POD as suggested and only received the charger... no POD.
Now back in another que trying to speak to someone.
Awful customer service and if your are thinking about switching to them, I wouldn't and I do regret moving purely due to poor customer service!
6 September 2026
Unprompted review
Reply from Virgin Media
Hi Craig,
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 waiting for a promised callback regarding your package, particularly when several weeks have passed without any update. We also appreciate how disappointing it is to order a WiFi Pod and only receive part of the equipment, leaving you having to contact us again to try and get the issue resolved.
We're sorry to hear that your experience with our customer service teams has left you feeling this way and that the difficulties you've encountered have impacted your view of Virgin Media since joining us.
If you're experiencing WiFi coverage issues, you can find help and information about WiFi Pods here:
👉 https://bit.ly/4gQlY4X
If you'd like us to review the concerns you've raised regarding your package, callback request and WiFi Pod order, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4x6BL5L
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
Virgin not contactable!
Despite years of good service, today none of the usual communication avenues worked, including their ‘complaints’ page! We are locked out of our email accounts, but the chat option, help pages, phone call, etc are unavailable. Online options don’t cover our issues, and not even a robot can be bothered to reply ! Awful service.
6 September 2026
Unprompted review
Reply from Virgin Media
Hi Andy,
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 enjoyed years of good service with Virgin Media. However, we understand how frustrating it must be to be locked out of your email accounts and then find that the usual support channels aren't providing the help you're looking for. We also appreciate how disappointing it is when you're unable to get assistance through online help, chat, phone support or the complaints process.
We're sorry to hear that this experience has left you feeling unsupported at a time when you need access to your accounts and clear guidance on how to resolve the issue.
If you're having trouble accessing or managing your Virgin Media email account, you can find help and guidance here:
👉 https://bit.ly/3TcQy0V
If you'd like us to review the concerns you've raised regarding your email access and the support channels you've tried to use, please get in touch using one of the contact methods below:
📞 Call: 150 or 0345 454 1111
💬 WhatsApp: 07803 089684
📘 Facebook: https://bit.ly/4xH4U8P
X: @virginmedia
You can find additional ways to get in touch here:
👉 http://virg.in/contactvm
Thank you again for your feedback.
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