Virgin Media Complaints

Virgin Media has an average complaint rate for the broadband providers sector.

3/5 — Average

What customers experience

Virgin Media received 0 complaints in the Latest Quarter reporting period -- that is roughly 8.0 complaints per 100,000 customers, which is above the sector average of 6.7. If you have had a bad experience with Virgin Media, you are not alone.

Total Complaints

0

In Latest Quarter

Rate (per 100,000 customers)

8.0 →

Sector Average

6.7

per 100,000 customers

Complaints by Product

Product ↕ Complaints ↕ Share
Mobile (Pay Monthly) 8 Infinity%
Fixed Broadband 7 Infinity%
Pay TV 5 Infinity%
Landline 3 Infinity%

How does Virgin Media compare?

Virgin Media
8
BT
9
EE
10
Shell Energy
6
Sky
6

Complaint rate per 100,000 customers

How to Complain About Virgin Media

Complaints Contact Details

Post

Virgin Media Complaints, Sunderland, SR43 4AA

Steps to Escalate Your Complaint

1

Contact Virgin Media complaints team

Call 0345 454 1111 or use the Virgin Media website complaints form. Virgin Media will acknowledge your complaint and investigate.

2

Wait for a final response or request a deadlock letter

Virgin Media has 8 weeks to resolve your complaint. If unresolved after 8 weeks, or you receive a final response you disagree with, you can escalate.

3

Escalate to CISAS (Communications & Internet Services Adjudication Scheme)

Virgin Media uses CISAS, not the Communications Ombudsman. Contact CISAS at cedr.com/cisas or call 020 7520 3814.

Need to write a complaint letter?

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Virgin Media must respond to your complaint within 8 weeks. If they don't resolve it, you can escalate to the Communications Ombudsman.

Bottom Line

Virgin Media sits in the middle of the pack for complaints. They are not the worst, but they are not the best either. If you are already a customer and things are working fine, there is no particular cause for concern. But if you are choosing a new provider, it is worth comparing them against lower-complaint alternatives.

Write a complaint letter → Read the broadband providers complaints guide →

About This Data

Data sourced from official UK regulators for the period Latest Quarter. Complaint rates are calculated per 100,000 customers. Ombudsman uphold rate from the Communications Ombudsman. Full methodology