Virgin Media Recenzje 

I have been with Virgin Media since 26th May 2026. Virgin Media they have taken £180 (7 months payments) out of my account. I was only due 4 months. They have been misbilling me over that time and I have had phone conversations with them and assurances that all would be sorted by my August bill. Today they took an unathorised payment of £72.14.

I am 75 on a pension and going to go into debt because of their errors and their complete stupidity, and their claimed inability to refund. They will not give me my money back for 14 days.
I spoke to my bank, and asked them could anything be done to deal with it. They say I am protected under the Direct Debit Guarantte and have dealt with it. The money will be back in my bank account tomorrow.

Is it a Breach of Contract?
Yes. Taking 7 months of payments without authorization violates the agreed-upon £26.99 monthly advance schedule. Under the Consumer Rights Act 2015 and standard UK contract law, a business must perform services and process payments with reasonable care, skill, and strictly according to the agreed payment schedule.

Can You Cancel Without Penalty?
Because Virgin Media committed a material breach of the payment terms, you can request to end the contract without paying an Early Termination Fee (ETF).

Soon as normal cable comes to my area I will cancel without ETF.

DONT GET INVOVLED WITH VIRGIN MEDIA - THEY ARE THE WORST COMPANY I HAVE EVER HAD TO DEAL WITH.

Started with this clown of a company on 14/08/2026 , I've got no internet , said first appointment available was 11/09/2026 .
My cable has been cut to my outside box and my neighbours has been wired to it instead . I put a formal complaint in and still nothing . Do yourself a favour and avoid at all costs

IT IS HORRIBLE. Don't get me wrong the speed is incredible is great however the consistency and support team is complete trash! First of all my Wi-Fi (I use ethernet) always has complications which causes it to go out randomly which could happen 1-5 times a DAY, 1-40 minutes. It is frustrating, not only that I decided recently to change Wi-Fi providers so I emailed Virgin Media about my departure in a few months. Then they responded to my email saying they "recently had problems with the Wi-Fi" and they all of a sudden fixed it, and I kid you not when I read the email a minute later the Wi-Fi went out. Overall horrible company and internet provider.

Poor speed
Poor customer care
Stuck with the contract

On Saturday, August 8, 2026, I called Virgin Media to change my plan after discovering that it had moved onto a rolling contract without my knowledge, leaving me paying an incredibly high monthly fee.

After deciding that I wanted to cancel, they offered me a pretty decent deal on a new 24-month contract, which I accepted.

However, since that day—and now 11 days later, on August 19—the internet has either been extremely poor or completely disconnected.

Because my work is entirely online and requires a lot of uploading and downloading of audio files and presentations, I had no choice but to tether my internet connection through my O2 mobile data. As a result, I've now used up all of my mobile data.

I then contacted O2, which is owned by Virgin Media, to upgrade my mobile plan. After a tedious 40-minute call, they told me they couldn't upgrade it without disconnecting my phone line for a few days. So, in the meantime, my phone is being charged on a pay-as-you-go basis—which is absolutely wild.

Today, Virgin Media finally sent a technician who supposedly "fixed" the issue. Unfortunately, the internet stopped working again just 30 minutes later.

I then spent another 45 minutes on the phone with their customer service team to report the problem. I've now been told that it will take another two days to resolve, at which point another technician will come out.

So, by the time this is supposedly resolved, I'll have had almost two weeks without a reliable internet connection, while also completely exhausting my mobile data.

Honestly, I'm giving this 24 more hours. If this isn't properly fixed by then, I'm cancelling both my O2 mobile plan and my Virgin Media internet plan.

I've been with them for five years, and the way I've been treated throughout this whole situation has been absolutely appalling.

Not even a 1 star from me. Absololutly rubbish service. RUBBISH. NO TV TODAY HAVE TO WAIT TILL TOMORROW. VERY BAD COMPANY. TODAY IVE READ THEY ARE TRYING TO DPUSE TGE CGANNEL TUNNEL. HA HA WHAT A PIGS EAR THAT WILL BE. BEEN ON PHKNE AND MESSAGE SERVICE ABOUT 3 HOURS CANT TYPE WHAT I FEEL.

Every time i call them. With an issue. Im on the phone 1h-1.5hours and issue isnt sorted

It should be MINUS Zero. VM are absolutely useless. They come bottom of every customer satisfaction survey for a REASON and have dismal staff in the UK and abroad. They USED to hire English speaking staff but now they hire what sounds like prisoners on day release. It's an absolute joke. They make it impossible to contact them by phone, and if you miraculously do get though, they will ALWAYS cut you off when "transferring" you, and then yo If you have to go through the whole process again. And if you do actually manage to speak to someone, neither English nor intelligence will be their strong points. VM has a habit of one person telling you one thing and then another denying it. So it's best you record your own calls because theirs will "go missing" esp when they're in the wrong, which is pretty much always. Which? consistently ranks them at the bottom of all broadband providers and recent interactions would confirm that things have gotten WORSE and not better. It used to be that you could contact their CEO or "Executive Team" but that's been diluted also, with people who don't speak English and have no ability to do anything. And VM are not cheap. Their price hikes are some of the most expensive and if you try and cancel, it's very difficult. Also, the actual broadband service isn't great and the company are just simply not responsive to anyone's needs, particularly the disabled or vulnerable. Their response to everything is "go online and do it yourself", but if you're blind, for example, you can't do that and they have no clue how to handle that. If all the incompetent people in the world went to work in one organisation, it would look like Virgin Media. Please avoid at ALL costs. It's not worth your sanity. They're a bunch of lying, thieving frauds.

Doesn't deserve the one star!
A really atrocious company to deal with, engineer arranged a replacement cable from my house to the box further up the road, engineer told me someone would contact me within 48 hours nobody did!
I rang as hadn't heard anything? Given a date waited in didn't turn up Virgin rescheduled for 14 days later again didn't turn up, no contact whatsoever?
I rang yet again spend 3/4 hour on the phone escalated to complaints manager, basically can't give me another date, didn't listen to my complaint, talked down to me, interrupted me!
Absolutely disgusting service.
Considering this is a communication company they don't communicate!
2 months with interruption of service buffering etc.
Virgin should be ashamed of themselves.

Absolutely ridiculous services. I was moving home, informed them about it 2 weeks ago and the customer service assured me that everything will be smooth and there's nothing for me to do. However they disconnected my services one day before the moving day, then I had to call the customer service, was on hold for half an hour. They connected us again. I requested repeatedly to make sure that I have connections at the new home day after. They assured me it will be there. But surprise surprise, no connection when we moved at our new place. Called the stupid customer service again and talked to three different people. One said there's a problem with the Omni box, another said it's fine, another said I can't do anything so sending an engineer. We did not have broadband for three days. The engineer came on the third day and fixed it within minutes. The issue was the stupid customer service withdrawn the box/router that was in my name and did not send a new device for the new house. The engineer changed the box and everything was sorted. I have asked the engineer to report it to the customer service. After I complained, no resolution, absolutely ridiculous services. Will be leaving them.

Absolute shite. Can’t wire internet from external to internal and cry about not going on flat roof though it’s solid asf. Had to wait 5 days after the “engineer” attempted to install but couldn’t not and keep changing appointments further down the calendar

signed up from Virgin moving over from BT to get a cost saving and I had truly the worst customer experience I’ve ever had with any software ever.
When I went to sign up, I picked a date for the engineer visit and rearranged work commitments to be at home all day. That day came and went with not one scrap of communication from Virgin. I then went to their help desk to ask about what was going on, I was told that the visit had been delayed by over 3 weeks!!! This was after the time that my previous provider was due to be turned off so I asked them to move it up which they were magically able to do (if they had slots available, why would they delay in then?)
That day then came and I had a couple of sketchy men hanging around outside the house, spraying stuff on my doorstep (no knocking or saying that they were from Virgin)
I then got an email that additional work was needed and that I would receive a call with more details (which obviously did not come)
I then had to call Virgin myself and was only able to get through to someone when I said I wanted to cancel my order - they then told me I would have WiFi access within a week and that someone would call me the next day with details on the work to be done. This call OBVIOUSLY did not come.
After this abysmal wastage of my time and energy I cancelled my order and went back to BT - the higher bill is worth not having to deal with this stress
If they can’t even bother to give a s**t about a new customer, I can’t even imagine how bad it’ll be for an existing customer!!!

I genuinely cannot believe how badly Virgin Media handled my order.

I signed up after being told I'd be connected in May. Instead, months passed with delays, broken promises and almost no meaningful communication. Now, at the end of July, I've simply received an email saying my order has been cancelled because they're "unable to bring Virgin Media services" to my home.
If that was the case, why wasn't this identified before taking my order and making me wait for months?

To make matters worse, Virgin Media arranged for my existing broadband contract to be cancelled as part of the switching process. After cancelling my order, they offered no explanation whatsoever as to why they suddenly couldn't provide the service, no reassurance about what would happen to my existing broadband, and no guidance on how to avoid being left without internet.
For a company of this size, that level of customer care is simply unacceptable. I was left worrying whether my current provider had already terminated my service, whether I'd be left without broadband, and what I was supposed to do next—all because Virgin Media failed to communicate.

Throughout the process I received conflicting information from different teams, repeated delays, and constant uncertainty. Every interaction felt like nobody actually knew what was going on.

A simple apology email after months of wasted time is nowhere near good enough. If Virgin Media cannot install at a property, that should be established before promising installation dates, initiating the switching process, and leaving customers in limbo.
This has been one of the worst customer service experiences I've ever had. I wouldn't recommend Virgin Media to anyone.

I had to purchase new Computer and required information to set up email. I can not get the information IT in foreign country says a cant help and will escalate after 4 weeks and numerous calls I tried to cancel i was put on hold for 45 minutes and transferred to a foreign country. To complane about virgin you are sent to CISAS who send you to CEDR this is one of thesse organisation who are run by board members are are were tied to VIRGIN once you are a virgin customer YOU CANT GET OUT !!!!!!!!

Spent nearly 2 hours on the phone to someone in India. We told her that the box was faulty and after nearly 2 hours of questions she agreed with us. 2 hours of my life I will never get back. By the was Virgin Media 150 doesn't work. TRY IT

The worst company ever

Been a customer for 5 years an called today to jave a customer service manger shout at me
An then a different manger offer me £10 compensation
No investigation done just closed my complaint.
Called 3 months ago for a renewal and a change of DD date, was told to call back next month so I did.But it was not changed cause today they tried to take a payment when it should have been next week
Called to explain so the person said this is wrong an did a complaint put me through to a manager who said DD date change was not possible
Cause it had been changed 4x
I explained in the 5 years I've been woth virgin this is the first time I have called to change it
He got angry started talking over me shouted at me
An then transfered me to a different agent in a completely different department
I spent over 2 hours on the phone to day not including my last 2 calls over the last 2 months an was offered £10 compensation from a completely different manger cause all he wanted to do was close the complaint an get me off the phone
I work from home so I need my Internet
An the service I had today was the worst I have ever experienced
Tried to canx my policy but cause I had just renewed when I called up to change my DD date they wanted to charge me £600

Why can I not give NO stars? Finally lost patience today and cancelled. In the last week I think I have spent about 12 hours on the phone, or dealing with a bot or typing on a webchat. Not the slightest sign of my getting my tv service back. Many of the agents are inaudible and if they are not they gabble out their script. The last phone call, about return of kit, delivered at about 150 words a minute, prompted me to tell the agent that I did not care very much about the return of any overpayment -- all I wanted was to get Virgin Media out of my life. Must now wait for EE to put a new fibre connexion in. Fingers crossed. It makes one reflect how we have been manoeuvred into being dependent on the internet for almost everything.
WR

If i could give 0 stars i really would! What an absolute shambles of a company!. Cancelled my contract to move with a new provider, one bloke on the phone said i was issued a refund and this would be provided back to my bank account, 1 month passed, nothing!. Rang them back up again and loan and be hold no one put a note on the account to say that i was issued a refund! and if i was entitled to a refund the new provider would sort it out. Rang the new provider who stated that it was down to virgin to sort this out if i was due a refund. Rang virgin back and they said i wasn't due a refund, they also told me to attend my nearest O2 shop to drop the equipment off and again i was told by a different virgin member to not do this as they can't track it and that they would send me a box, 1 month later no box so now it's going in the bin!. I am not paying the latest bill that they are charging me and i'm definitely not paying them an other penny. All virgin do is pass the book to someone else and don't take responsibility for anything or even want to sort the issue out, talk about shocking customer service, appalling company and it's all just an absolute disgrace that needs closing down!. Like i say 0 stars!! Doesn't even deserve 1!!

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