The Virgin Foundation

I have been with Virgin for a few years and their customer service is the worst I have ever experiences (and that includes Ryanair!!). Several times I have been put on hold for 100 min only to be cut off when their system decides that that is the maximum wait time. I then tried to use their webchat. No one got back to be for 18 hours and because I did not answer within a few minutes they cut off the chat. I tried it several more times and on one occasion I got through to a person. I had picked that I needed to speak to someone regarding broadband, but the person I got through to could only deal with broadband AND another service request, not broadband only, so they put me in a chat queue to another department.... that answered when I was away from the computer and thus cut me off EVEN THOUGH I had put in the comment all my details and what I needed help with. Every 18 months when my contract ends and I have to contact them I get angrier than I have been since I last contacted them. I really should leave BUT THEY MAKE IT SO BLOODY HARD TO GET HOLD OF THEM! Never sign up. Ever. Sometimes when I deal with them I wonder if I died without noticing and went to hell.

Jeanette Donor · Mar 26, 2026 Trustpilot

I'm 2 year in virgin wanted to upgrade…I'm 2 year in virgin wanted to upgrade from 45gb to unlimited have 2 of those deals plus had broadband for 1.5year... here is a catch they won't give me unlimited internet as I don't have broadband (I resign due to being away in summer and due to planned moving out at some point) I had it for over a year and a half(paid 60 pound for internet only) and this is how they treat they own customers... Also I spend 7 hours on virgin chat to get to know that... Avoid it...

Adam Kowal Donor · Mar 26, 2026 Trustpilot

Still waiting for V/M to fix transmission mast, had all the Virgin crap as all the rest of you complainants, bigger than the Oxford dictionary may i say, that company is making me feel more p$$d-off than the Covid-19 virus, at least with the virus you know you may or may not survive, with virgin your $$$kin head is screwed-up, anyway, Trustpilot is a fantastic platform for airing your views ect, but issues still persist, we the consumer need some organisation with the Umf to bear down on these money grabbing/bad service providers to get their act together, if not they should be fined or loos their business.

anthony buckenham Donor · Mar 26, 2026 Trustpilot

I phoned up today hoping to be offered a better deal, rather than moving to one of the competitors.I was on the phone for a total of 2hrs and 45 minutes and left the phone call feeling very frustrated and angry by my overall experience. The second person I was put through to in the Retention department, what I can only assume, accidentally forwarded me to the Faults department rather than searching for a better deal for me. This meant I was on hold for a further hour, just to be put back through to the department I was originally speaking to. After nearly 2 hours on hold I was then hung up on. Very unprofessional

Phoebe Baker Donor · Mar 26, 2026 Trustpilot

Would have given zero stars if that was possible! After my credit score keeps going down, was advised to get a free credit report from clear score. After doing this imagine my surprise (layered with disgust, disappointment and moderate rage) when it showed that Virgin had placed on my credit file a default and listed missed payments for august september october and november 2020 outstanding payments for £12 each month. I had agreed to be talked into remaining with virgins broadband service for another 18 months! which included a FREE sim card. was charged £38 per month as agreed to, via a direct debit as agreed to. however. I did NOT agree to a second direct debit being set up! or an additional £12 charge for a FREE sim card included within an Ooomph package! they took it anyway. when I eventually got through to customer services was told it was their mistake it shouldn’t have been set up as a mobile account and was free and included with my broadband package. They continued to try taking a £12 payment out of my bank and sent bills and letters for four months after it was supposedly sorted out and the account closed. YET it is still sitting on my credit file reports dragging down my score because they have said they cannot remove it!!?? RIDICULOUS COMPANY. thieves liars and seriously dodgy.

TRACI PEARSON Donor · Mar 26, 2026 Trustpilot

shocking and appalling customer services! These guys are trained to rip off the public and keep you tied in to a contract. I cancelled mine on 7th December last year and they told me it would cease as of 6th January this year. Yesterday they sent me a bill for this month's broadband. After several hours to try to get through on various numbers again and being put on hold i had a really condascending man from customer services eventually pick up. At first he told me i had never cancelled my contract and then when he read my notes accused me of putting the phone down on December 7th so they didn't cancel my account after all and are now proceeding to keep charging me every month until i pay an early get out fee of £129 which is being dealt with separately to which i have already received a letter from complaints dept that will reply within 28 days but no date on the letter. Very crafty! Doesn't uphold if i contest. So basically they were charging me for an awful service which dropped every minute and i nearly lost my job. The whole reason why i have had to swap providers. My job is still on a thin line. Instead i have no relationship with my boss any more who wouldn't believe my internet would go down as much as it did and guaranteed for every time i had a webex to set up. I am with BT now and not once in a month has it dropped. Virgin are sharks and just after the money and are quite happy to not cancel your package as requested and will lie to you as to why they did not proceed with it. As it happens we got disconnected but to tell me i put the phone down is unbelievable. Be very careful with these guys and make sure you get in writing if you cancel with them. I am shocked and in awe of not only an attrocious service that i have received but an ongoing one which i am now going to have to put pen to paper to again as they do not have an email address (very convenient) and i can never get through on the phone. Fabulous! Not!

Sarah Mitchell Donor · Mar 26, 2026 Trustpilot

it's a shame there isn't a -5 star option, during the pandemic they just add to he misery. A company of incompetence, disjointed communication internally and externally who seem to want to add to their own terrible administration costs. Too many examples of mismanagement to list here but here's a few highlights; even after spelling my own name and saying it repeatedly the operator still decided to call me by another name. You spend days either held in queues and if you do manage to speak to anyone they really do not understand what you are trying to resolve, there is an online text service but no one ever responds When you think you've got somewhere on the phone they devolve to sending a letter that leads you back to square one with you having wasted hours for nothing, this loop of errors goes on for months. Virgin are not the company they were 20 years ago, i can't put into words just how enfuriatlingly bad they are, torturous, energy sapping consumers of time. It's like they are trying to equal the emotion of bereavement, stay 200 metres away from virgin, wear a hazmat suit, wash your hands, stay away from this sad virus of a company.

Martin Red Donor · Mar 26, 2026 Trustpilot

Whilst we got a good deal for our broadband, the connection has been awful. Constantly cuts out and only reaches half of the rooms in our flat. Virgin makes it very difficult to speak to anyone when you have connection issues. Instead, you are directed to an online chat system and an app that scans your connection. Once we decided to cancel, we were then passed through several different members of customer service to try to convince us to stay. We accepted the offer of an engineer to come and assess our connection. He fitted us with a new box which was even worse! And because this happened AFTER we had decided to cancel, we have been charged extra. Very poor customer service.

Ellen Donor · Mar 26, 2026 Trustpilot

If only there was a minus -5 star option!!How does a company operate with such poor communications. I've been trying to cancel my Virgin package now for 2 weeks, on hold for an hour then the system cuts me off!!

Karen Calderbank Donor · Mar 26, 2026 Trustpilot

Unbelievable. Dreadful customer experience. Like the old NTL days. A minor billing error ( on their part ) remains unresolved because of poor communication with offshore call centre. It’s becoming very ‘watchdog’ and Kafkaesque. Unable to speak to anyone!!

Tony Garner Donor · Mar 26, 2026 Trustpilot