Virgin Media Anmeldelser 

Customer service is non existent. What they call an English call centre is not. Left on the phone for at least 1 hour then they cut you off

I am extremely disappointed with the way Virgin Media handled my cancellation request.

On 20 June 2026, I contacted Virgin Media through their official WhatsApp channel to give 30 days’ notice to cancel my broadband service, as my contract was ending in early July. During that chat, the agent clearly confirmed that my disconnection date would be 20 July 2026, that the 30‑day notice period had already started, that there would be no early termination fees, and that my final bill of £27.20 would be charged on a pro‑rata basis only for the days I actually used the service.

However, when I followed up again on 30 June 2026 via web chat because I had not received any written confirmation, the advisor told me there was no record at all of my disconnection request and that no cancellation had been processed. I was then told I had to start a new 30‑day notice period from 30 June, even though I had already given notice and received verbal confirmation on 20 June through their official WhatsApp channel.

During the 30 June web chat, I was repeatedly passed between different colleagues and asked to go through the same security and questions again and again. This wasted a significant amount of my time and showed very poor internal communication and record‑keeping. I had to quote my complaint reference (C‑3006267301), explicitly request a Subject Access Request for the call/WhatsApp records, and insist that today’s chat transcript would be used as evidence if I escalated my complaint to the Communications Ombudsman.

In the end, Virgin Media reluctantly agreed to process a new cancellation from 30 June 2026, with a disconnection date of 30 July 2026 and a final bill of £20.86. Even then, the agent ended the chat before I received the written confirmation email, and I had to try to reconnect to an agent again to chase for this confirmation.

My main complaints are:

Virgin Media failed to properly record and act on my original cancellation request made on 20 June 2026 via their official WhatsApp channel.

I was asked to repeat the same information and security questions multiple times in a single day, which was frustrating and completely unnecessary.

I had to do all the chasing, quoting complaint references and my rights under UK GDPR, just to get a basic cancellation processed and confirmed.

As a customer, I expect a broadband provider to keep accurate records, honour what their own agents confirm, and provide clear written confirmation without me having to fight for it. This whole experience has caused me stress and wasted time that could easily have been avoided with better systems and customer service.

I hope Virgin Media will review this case carefully, improve their internal processes for handling cancellations and WhatsApp chats, and make sure no other customer has to go through the same situation again.

I’ve had intermittent connectivity for one month now.
An engineer came but could not repair the fault as it was external.
An external engineer was booked for the 14th July but didn’t turn up.
I phoned and was told that an engineer would come within four hours nobody turned up.
I’ve now been told another person is coming to fix it on the 28th July which if fixed my internet has not worked for six weeks.
No contact whatsoever from Virgin media everything I know I’ve had to find out by phoning them and waiting for hours then if they don’t know the answer and promise to phone me back they haven’t bothered to so twenty calls later I still haven’t got internet working properly.

Virgin media has the poorest customer support service. Their billing system is fraudulent charging customer for service that was not provided and raising false report of being owed bills after several calls to the company and received promise to resolve the malicious bill. I will never recommend this company to my enemy.

SAGE on new customer number is very rude and makes signing impossible

DO NOT EVEN ENQUIRE ABOUT THEIR SERVICES - YOU WILL BE PESTERED AND BULLIED!
Where to start with these cowboys?
Enquired about Virgin Broadband and TV - was inundated with phone calls, every hour, emails. Took a call and enquired about the service and was sent documents to review over night. The following morning, a further five telephone calls and an engineer turns up to install virgin media for us!
Spent an hour waiting to get through to complaints (they don't really care anyway)
Finally cancelled any documentation that they forced through as "accepted"
BULLYING TACTICS - They should be taken down by Ofcom. Why are they still allowed to harass people???

I have been with Virgin for a long time.My contract had finished and i rang up and spoke to Sanyam and he came up with a brilliant package for the same amount of money we paid for just the broadband....very pleased with the service

Phoned today, after a 20 minute wait to get through. All was well, they asked for account number, address, name on account - I myself set the account up, but the bill comes from mine and my husbands joint account and the bill is Mr and Mrs. The customer service agent, said “the name on the bill isn’t right, I suggest you check again” - ok, well it is. I told him our first names and surname. Again, I set all the bills up for our home because my husband works silly hours. The only way you’d have my husbands name is from the joint bank account. The customer service agent, refused to take the details provided - to reiterate, I have the bill in front of me (because who has the capacity to remember their account number?), so I can confirm everything. He said that it must be my husband that calls - what in the 1930s! A woman can’t manage a bill in 2026, call the press!! All I wanted was to stop a £1.75 paper bill charge and move to E-Billing because the website sends you round and round and doesn’t work. I asked the customer service agent to just complete the ebilling request or put me through to a manager, instead they decided to continue putting me on mic mute.
So you can’t use the website and the customer service is shocking. Will be leaving the contract early.

To all Broad Band users.

On the 17th of May, I emailed Virgin Media to accept their offer a new “Hub 5 upgrade” at no extra cost to me? but I have not had a reply.

On Sunday, 28 th of June, I managed to find a telephone number for Virgin Media and rang them. After a long- winded process I eventually managed to speak to a human-being. After explaining the situation, he advised that the offer was no longer available but, he could offer me an upgrade to 150mg at only a little extra cost to me.

I advise him,  as a pensioner I do not need more speed. Although the current contract is 100 mg, I only need 50mg not 150mg. but what is important to me is the cost per month.
Using Uswitch comparison site I found Virgin Media offered 150mg @ £17 per month(23% of what they are charging me) ans E offer the same for £14 per month (20% of what I am paying) Screen print available
My advice to all Virgin Media customers is do not assume they reward loyalty, but check the comparison sites and switch as quickly as you can. Any new Virgin Media customers - make sure you check the market 2 months before your contract ends.
Don't be court-out like me!
T S B

Absolutely terrible, couldn't even get past account set up. Addresses were all wrong on their end and somehow it was down to us to update our address even though our address was correct everywhere else. Went through about 5 agents and transfers trying to cancel our account set up. Found our details absolutely fine before but all of a sudden when trying to cancel our account it doesn't exist. Customer service absolutely awful they barely understand what you're saying

The app is so useless, you can’t manage your product or do anything else with it. It’s completely useless. This forces you to chat or call an agent which will take you forever and generally you don’t achieve anything. My contract comes to an end and when I called them because again, you can’t do anything via the app or online, it took 30 minutes of holding and waiting to get a meagre £4 discount on a ridiculous and expensive renewal price they are offering. It’s that bad, am seriously considering moving to another provider even though they won’t be able to offer the same broadband speed. Just why are they so incredibly poor with their customer service, they literally seem to go out of their way to offer a poor experience

Terrible experience when trying to make a payment, what should have been a very simple and quick process took all day, would not recommend.

As a long term customer of virgin media, we purchased a season of Yellowstone for the first time.
Very disappointed.
Kept on freezing, even after reboot of box & WiFi. Managed to watch one episode after 15 mins. Tried 2nd episode, could not get past 3 mins in.
Bought then on Amazon Prime. No issues at all.
I called customer service, got through to a person quickly. After a bit of time being on hold & after saying it was not our internet as it was fine with Amazon Prime, they agreed to refund.
Wish I'd read the reviews first!
Sort it out Virgin. Would not recommend nor will we use again.
The only saving grace was we are getting a refund.

Customer service is shockingly bad. Agents are very very slow to reply. They make it impossible to get a new deal without having to engage with online chat or phone.

I can't select 0 but that is my rating.
From early 2025 (March?) our Internet had been dropping out almost daily. A combination of WiFi dropping out and Internet dropping out. Calling for help and "restart your router" was the default answer along with a sales pitch to upgrade to virgins latest router or box, but at my expense.
A number of calls later and the offer to exchange my router for another (but if mine wasn't faulty, I'd be charged. Engineer duly arrives and replaced the faulty "Netgear" router with another.
The same issues started re connectivity. But I also learned via an email, that #Netgear had declared this router as "end of life" aka stop using it.
So I and many #VM customers (who didn't pay for upgrades (not new customers)) had "end of life" equipment! Then in maybe February, the TV box warned it was "end of life" and to call #VM for replacements. Was there to be a charge? No idea, but I wouldn't put it past them.
So decision was may and I used uswitch to switch. Where I found that #VirginMedia was charging me double for effectively half the service (50mbs basic TV & phone).
This smacks of usa style capitalism at its very worst.
Also, Do NOT Agree annual over inflation price increases, or any price increases without an increase in the service.

Was a customer for 8 years....NEVER AGAIN. I needed to put on record after reading the amount of VM losing so many customers. I first found it amusing, but then felt sorry for all the existing customers. Between TV & Broadband it was a continual shambles, it makes me feel sick thinking about it, THREE COMPENSATION PAYMENTS. Lie after lie after lie, so now I just use a Smart TV Netflix, Amazon, so very limited live football, my loss, I was tempted to go for a Dodgy Stick, would you believe offered to me by the VM guy who collected my equipment!!!!!.. Conclusion - VM TV & broadband unreliable, AND GROSSLY OVERPRICED. Bunch of liars and Crooks, the demise of this rubbish organisation, IS WELCOMED.R.I.P. And despite assurances when I left 3 years ago, that I would longer be cold called, 4 knocks on the door, no reference on their database DO NOT CALL, shower of ***t.

Spoke with TeeJay from retention and cancellation
Unbelievable that member of staff can have attitude, refuse to allow you to speak with a manager or senior member of staff - also refuse to have one call you back
Then hang up the phone
Looking forward to leaving this company

Once again service down, once again there isn't an obvious place in their app to register loss of service for compensation.

Can't wait to be out of contract....

Customer service and contracts, asked for internet only on social tariff on renewal , told no its more expensive than this package. The social tariff is for pensioners on pension credits . At no point did anyone do an eligibility check just point blank refusal. The contract price hike mean the bill will reach £95 a month instead of under £20 a month with no price hikes . This information hidden from my elderly mother and she was told this is the best deal. Constant contact , bills going up from them and still refusal to change her to social tariff . Since then treats for termination of contract then they decided to just change her contract without agreement to the same but discounted by £2 amonth and still no social tariff. Call ctrs with o people skills or native speaking , when a phone conversation gets listed as chat so they write whatever they want. Contract canceled not easy taken over a month and they expect termination fees ... Time to get tough and go to the ombudsman. Impossible feat speaking with staff with any sense of ones with a native language , expect to loose a few hours of your time each call with no resolution

This lot never fail to disappoint and frustrate. Every time I call that’s half of my day gone. I can’t wait to get rid of this mob & switch to Vodafone.