Virgin Media: most-reported complaints
Automated analysis of 1,856 public Trustpilot reviews published 2023-11-23 to 2026-09-25. TrustScore 1.8 from 107,106 total reviews — see the Trustpilot page. Quick answer: is Virgin Media legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that Virgin Media's support is unhelpful, with 518 complaints accounting for 43% of identified issues. Poor core service is the next most frequent concern, cited in 380 cases or 32% of complaints. Additionally, 248 reviewers (21%) found support unreachable, while 147 reports (12%) mention overcharging, a trend that is rising.
How to reach Virgin Media
These are the contact details Virgin Media publishes on its Trustpilot profile, as of our last check on 2026-09-26 — phone 0345 454 1111, address 500 Brook Drive, Reading, RG2 6UU, GB.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
The company claimed its Trustpilot profile on 2020-02-04, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-25. We last checked this profile on 2026-09-26 and found 107 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Official complaint record
Ofcom (Q4 2025): landline 2, broadband 5, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2024): landline 6, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2023): landline 13, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2022): landline 7, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2021): landline 8, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2020): landline 13, broadband 23, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2019): landline 11, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2018): landline 11, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2017): landline 11, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2016): landline 13, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2015): landline 5, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2014): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2013): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2012): landline 11, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2011): landline 17, broadband 18, mobile — complaints per 100k (Ofcom). source
Ofcom (Q4 2010): landline 15, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2025): landline 3, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2024): landline 7, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2023): landline 19, broadband 32, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2022): landline 11, broadband 18, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2021): landline 8, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2020): landline 13, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2019): landline 16, broadband 20, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2018): landline 12, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2017): landline 12, broadband 14, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2016): landline 10, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2015): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2014): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2013): landline 8, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2012): landline 12, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q3 2011): landline 19, broadband 19, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2025): landline 4, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2024): landline 8, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2023): landline 10, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2022): landline 10, broadband 16, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2021): landline 10, broadband 17, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2020): landline 10, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2019): landline 13, broadband 16, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2018): landline 10, broadband 11, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2017): landline 11, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2016): landline 6, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2015): landline 7, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2014): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2013): landline 6, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2012): landline 14, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q2 2011): landline 15, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2026): landline 2, broadband 6, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2025): landline 5, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2024): landline 11, broadband 18, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2023): landline 9, broadband 15, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2022): landline 11, broadband 18, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2021): landline 19, broadband 33, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2020): landline 10, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2019): landline 9, broadband 10, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2018): landline 11, broadband 12, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2017): landline 12, broadband 13, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2016): landline 6, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2015): landline 7, broadband 9, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2014): landline 7, broadband 7, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2013): landline 10, broadband 8, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2012): landline 16, broadband 17, mobile — complaints per 100k (Ofcom). source
Ofcom (Q1 2011): landline 15, broadband 16, mobile — complaints per 100k (Ofcom). source
Official figures reported by the regulator/ombudsman named; independent of our review analysis.
Companies House: VIRGIN MEDIA LIMITED (no. 02591237), active, incorporated 1991 (35.4 years); next accounts due 2027-09-30, last accounts filed 2026-09-20, 41 registered charges. 4 current officers (78 on record historically), 2 resignations in the last 24 months; 10 filings in the last 12 months (461 filings on record). official record — public register facts, not an indicator of wrongdoing; officer changes are routine in many company structures. Live Companies House status as of 2026-09-23.
Forum footprint: 7,646 MoneySavingExpert forum discussions mention this company (browse). Roughly 0 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “Virgin Media purging my Virgin.net email account although I've never had a Virgin Media account”, “Virgin Media Help!”, “Virgin Media Cancellation”.
Elsewhere: 1.3★ on Google (260 reviews) · 4.6★ App Store (87,730) · 2.1★ Google Play (34,473)
TrustScore over time
1.5 → 1.8 across 15 census measurements since 2026-08-13. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-13 (72%, 0.8d) · 2026-08-16 (72%, 0.8d) · 2026-08-20 (73%, 0.8d) · 2026-08-24 (73%, 0.8d) · 2026-08-27 (73%, 0.8d) · 2026-09-01 (71%, 0.9d) · 2026-09-04 (71%, 0.9d) · 2026-09-07 (71%, 0.9d) · 2026-09-10 (71%, 0.9d) · 2026-09-13 (72%, 0.8d) · 2026-09-16 (72%, 0.8d) · 2026-09-20 (72%, 0.8d) · 2026-09-23 (72%, 0.8d) · 2026-09-23 (72%, 0.8d) · 2026-09-26 (73%, 0.8d).
Severity: 40% of this company’s 1202 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 0.8 days between the experience and publishing their negative review (1237 reviews record both dates).
Official record vs what reviewers say
Solid: OFCOM complaints per 100,000 customers (broadband), Q4 2010 to Q1 2026 (62 quarters of official data). Dashed: our share of complaints about “support unhelpful” over our census window. The two series measure different things over different periods and are shown for context, not as a like-for-like comparison.
Regulator enforcement
- OFCOM, 2023-07-13 — Ofcom is investigating Virgin Media’s compliance with its contract termination and complaints handling/facilitating appropriate access to ADR obligations during 2022-2023. (notice)
Formal action published by the named regulator. Penalty figures are quoted as the regulator stated them; where no figure is shown the action carried none or none was published. Historic actions may predate current management or ownership.
Information Commissioner’s Office
- Reprimands, 2022-09-20 — Over a 6 month period in 2021, Virgin Media received over 9500 SARs. 14% of these were not responded to during the statutory timeframe. However, their compliance in 2022 has seen improvements. (ICO notice)
Published by the Information Commissioner’s Office against Virgin Media Limited. Data-protection enforcement is separate from the complaints analysed elsewhere on this page, and is the ICO’s finding, not ours. Historic actions may predate current management or ownership.
Independent findings
The Advertising Standards Authority has upheld 2 complaints about this company’s advertising:
- 2024-10-09 (Website (own site)) — A webpage on the Virgin Media website didn’t make clear that their broadband contracts would be subject to mid-contract price increases.
- 2023-12-13 (Internet (website content)) — A website claiming that the provider offered "the fastest WiFi Guarantee of any major provider" was misleading.
These are the findings of the named independent body, reported here with attribution — they are not our conclusions and are separate from the review analysis above.
Policy-page monitoring
We monitor this company’s published policy page for changes. No changes have been detected since we started watching on 2026-09-14.
Automated change detection on the company’s own published policy page — a record of when the page changed, not a judgement on what changed.
Measured reply time: across 1144 negative reviews that received a public reply, the median wait was 0.5 days — the company profile reports an average of under a day.
Reply quality: of 1144 company replies to negative reviews analysed, 20% engaged with the specific problem and 74% were generic templates.
What employees say
Employees rate Virgin Media 3.5★ overall from 2,343 reviews on Glassdoor — the inside view, kept separate from customer complaint statistics. Read the reviews there.
Review provenance: 610 company-invited reviews in the recent window average 4.66★, while 812 organic (uninvited) reviews average 1.39★.
19% of its 603 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: support unhelpful makes up 43% of this company’s complaints vs a 38% median across 97 ranked companies in its sector.
Review velocity: 6,705 of this company’s 107,106 Trustpilot reviews (6%) were written in the last 12 months.
What are the most common complaints about Virgin Media?
Support unhelpful
518 reports · 43% of complaintssteady“their broadband service cut out every day about 430”
The company replied on 2026-08-08: “Thank you for your feedback Sam and sorry to hear that you've experienced ongoing issues with your broadband service. We’d like to take a look but can’t on this platform, please get in touch using…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“as soon as my contract ended, my price doubled up.”
The company replied on 2024-09-22: “Hi there, Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“the engineers who fail to appear, the promised repairs which evaporate into thin air”
The company replied on 2026-08-10: “Hi Jamie, We're sorry to hear about your experience and appreciate you taking the time to share such detailed feedback. We understand how frustrating it must be when service issues require multiple…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Poor core service
380 reports · 32% of complaintssteady“their broadband service cut out every day about 430”
The company replied on 2026-08-08: “Thank you for your feedback Sam and sorry to hear that you've experienced ongoing issues with your broadband service. We’d like to take a look but can’t on this platform, please get in touch using…”
Our classifier read this reply as a template response.
4 readers marked this review helpful on Trustpilot.
“Says it runs at 1100+ mgps which is a lie.”
The company replied on 2024-04-03: “Hey there, Thank you for taking the time to leave a review. I'm sorry that you've had a poor experience with our services. This is very disappointing to hear, and I can assure you that this isn't the…”
Our classifier read this reply as a substantive response.
4 readers marked this review helpful on Trustpilot.
“they're selling you a 1000MBs pack for like 44 pounds and realistically give you a 100MBs pack”
The company replied on 2026-09-24: “Hello there, Thank you for taking the time to leave a review. We're sorry to hear you've been unhappy with your broadband service, especially after being with us for so many years. We understand how…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
Support unreachable
248 reports · 21% of complaintssteady“the useless bot”
The company replied on 2025-02-11: “Hi Nick, Thanks for taking the time to leave us a review. We’re very sorry to hear that you feel this way and we’re keen to know more so we can help put things right. Please get in touch using one of…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“Their phone menu is set up in a way that makes it seem like they don't want you to talk to anyone.”
The company replied on 2024-08-14: “Hi Noelle, thanks for contacting us and we're pleased that you are satisfied with our services! We do take on board your feedback as we do wish to improve where possible so thanks for reaching out.…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I spent hours waiting on WhatsApp with zero response.”
The company replied on 2026-09-23: “Thank you for your feedback Eva, we're very sorry to hear about the difficulties you've described, and we take concerns around accessibility, communication support, and billing seriously, and it's…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
2 readers marked this review helpful on Trustpilot.
Overcharging
147 reports · 12% of complaintsrising since 2025-11“as soon as my contract ended, my price doubled up.”
The company replied on 2024-09-22: “Hi there, Thank you for taking the time to leave a review. We're sorry that you have had a poor experience with our services. This is very disappointing to hear, and we can assure you that this is…”
Our classifier read this reply as a deflection.
4 readers marked this review helpful on Trustpilot.
“they're selling you a 1000MBs pack for like 44 pounds and realistically give you a 100MBs pack”
The company replied on 2026-09-24: “Hello there, Thank you for taking the time to leave a review. We're sorry to hear you've been unhappy with your broadband service, especially after being with us for so many years. We understand how…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“charge you double when the contact term has ended”
The company replied on 2026-08-27: “Thank you for sharing your review Chris . We're sorry to hear you're unhappy with your experience. We'd like the opportunity to review your concerns and explain any changes to your package and…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Billing errors
117 reports · 10% of complaintssteady“They failed to apply OFCOM refunds for July, said they’d cancel the bill and still charged me.”
The company replied on 2026-08-17: “Hi James, 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 an area outage, wait for service…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“I'VE BEEN WAITING FOR EIGHT MONTHS FOR YOU TO SORT IT”
The company replied on 2026-09-07: “Hi Soden, 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 a Netflix charge continue for eight…”
Our classifier read this reply as a substantive response.
2 readers marked this review helpful on Trustpilot.
“My first complaint was ignored and no action taken”
The company replied on 2026-08-08: “Hi Wayne and thank you for your feedback. We're sorry to hear about the difficulties you've faced over the past several months and the frustration this has caused, regarding the billing issue. We’d…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Hard to cancel
113 reports · 9% of complaintsfalling“They put me throught 5different departments each one asking me why and trying to get me cheaper offers guilting me into leaving”
The company replied on 2024-04-10: “Hi Mayka, If you would like to cancel your contract, you can use one of the following methods: Call: 150 from a Virgin Media Landline or 03454541111 from any other phone WhatsApp: +447305 327 112…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“cancellation chat I said seven separate times that I just wanted to cancel, and was repeatedly pestered with renewal offers”
The company replied on 2026-08-12: “Hi James, 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 spend over two hours dealing with what…”
Our classifier read this reply as a template response.
3 readers marked this review helpful on Trustpilot.
“received an email from Virgin that there's a fifty quid termination fee”
The company replied on 2026-09-07: “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…”
Our classifier read this reply as a template response.
2 readers marked this review helpful on Trustpilot.
Compare Virgin Media with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-26.