BT vs Virgin Media: most-reported complaints compared
Most-reported issues at BT and Virgin Media, according to reviewers on Trustpilot — classified by our automated reader and backed by verbatim quotes from distinct reviews. This is a side-by-side of what reviewers report, not a score, rating or recommendation for either company.
BT
TrustScore 4.2 · 46,029 reviews on Trustpilot.
3,368 reviews analysed, 2026-07-25 to 2026-09-26.
Complaint rate (recent window): 18%
79% of negative reviews get a company reply.
“We have not had broadband or phone for nearly a month now”
Virgin Media
TrustScore 1.8 · 107,106 reviews on Trustpilot.
1,856 reviews analysed, 2023-11-23 to 2026-09-25.
Complaint rate (recent window): 55%
73% of negative reviews get a company reply.
“their broadband service cut out every day about 430”
Reported on both
Issues with an evidenced category (at least two verbatim quotes) on both sides.
| Issue | BT | Virgin Media |
|---|---|---|
| Support unhelpful | 42% | 43% |
| Poor core service | 15% | 32% |
| Support unreachable | 14% | 21% |
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. Figures are census classifications, not official statistics, and reflect what reviewers reported — not findings of wrongdoing by either company. Not affiliated with, endorsed by, or sponsored by Trustpilot A/S, BT or Virgin Media.