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Virgin Media Reviews

1.2 Rating 2,135 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,135 reviews


Shipping & Delivery
Delivery Methods	Courier, Own Driver
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 15%
Accurate And Undamaged Orders	Greater than 81%
Customer Service
Communication Channels	Email, Telephone, Live Chat
Queries Resolved In	Over A Week
Customer Service	1.2 out of 5
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

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Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

47

Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Awful service. Wont let you leave even after not having internet for a month. They make you wait another 30 days to do a so called test or u have to pay to leave even though they are in breach of their contract. And then they offer you compensation for 10 days when its been 30days with no internet but you do not see a penny of it because when you cancel they do not give you your compensation and say they can only add it to the bill. In order to cancel after 30 days of testing they say you have to cancel and it takes another 30 days so thats 90days of no internet with 10days worth of non existant compensation.”

Posted 9 months ago

“Appalling service! Following receipt of a bill saying my contract was ending I contact Virgin and was advised that the price was increasing the next day from £43 pm to £82 (!) I wouldn’t have known otherwise! Worth also mentioning that I have been a customer of theirs for the past 12 years. Following that initial call, via India, who then transferred me as I said I was unhappy with this increase and the offers suggested, and after some negotiation with a Customer Service representative based in the UK, it was suggested that a revised bill of £48 pm could be offered bit that he would speak to his manager and get back to me the following week once he had sought approval to reduce my monthly bill to £42 with a reduction in broadband. Two weeks passed, no phone call back, so called again, this time via the Philippines. A different set of figures were quoted but accepted a downgrade in TV channels for £38 pm. I soon realised that the downgrade meant my regular channels had disappeared so called the next day, again someone from overseas, asking to revert back to what I had pre increase, but overnight the price had changed and was now £53. I was then put through to a UK customer service person, a lady based in Sheffield, who said with a discount I could have the original package that I had with no changes for £43, which of course I accepted. This was 2 days ago. All was fine, channels back on yesterday.. then today they’ve been removed again. After spending around 2.5 hrs today trying to get this reinstated - assuming a fault - I was advised that the package I had was the basic.. after much checking and going back and forth, being put on hold, was told that this would require a price increase to £53. Absolutely no logic or consistency. I asked to be transferred to customer services UK but was told this wasn’t possible. Frustrating doesn’t cover this. No joy, hung up, tried to call using the options previously given to get me through directly to the UK team but ended up overseas with no resolution. I insisted on being put through to the UK customer service, and eventually got through after a 52 minute wait. I explained exactly what had happened, that there must have been a note of who agreed the £43 - or a phone call recording to verify our conversation specifically asking to revert to the same package as I had before, including Sky Crime, but he said he could only offer this for £48. I asked why the previously applied discount, reducing to £43, wasn’t being applied and he advised me that he’d already used up his discount quota and any previous discounts couldn’t be retained. I asked if he could speak to a manager about this, but be said it wasn’t possible. So by the end of this palaver I was so frustrated I have now given notice. Virgin services haven’t been as reliable either, with frequent disruption to broadband, to a lesser extent the TV channels. Trying to get through on the phone is ridiculous and the general inconsistency in pricing does Virgin’s reputation no favours. Impossible to recommend on this basis.”

Posted 9 months ago

“MUST READ BEFORE YOU CONSIDER THESE LOT If I could rate them zero I would a) signed up to them and was told an engineer would be round on X date between 10am and 2pm - took the day off work....got a call at 2.05pm saying the engineer could not attend b) we rearranged it, to Monday - took that time off work too - again, engineer no show c) I tried to cancel my agreement within the 14 day cooling off period (actually after 2 days) - they created about 100 barriers to stop me...each person telling me I had the wrong department, and then they hung up d) finally spoke to 2 separate people to confirm that my 'contract' was cancelled and I owed nothing....then I get an attempted direct debit 30 days later e) then I call again and they apologise and confirm it is cancelled and that I should not have got the bill f) more than a week later I get a threatening letter saying I owe them money (I allowed for sufficient time to pass after point e....so basically they took no notice) So now....I am being threatened with court.....honestly cannot believe this. Genuinely - I work in tech and finance...and its very clear they have deliberately created tech and systems and processes to con customers. I am sorry. This is a fact. I've looked through the whole customer journey and it is geared towards ripping people off”

Posted 9 months ago

“Absolutely gobsmacked by how poor their customer service is. Moved over from sky after 15 years and it was the biggest mistake. Virgin offer so much yet don't keep to any of their promises, they constantly change installation days or nobody turns up. Their customer service agents are rude and disrespectful. The owners should be ashamed of themselves running a company so awfully”

Posted 9 months ago

“Diabolical service right from the start as well. They do not look after vulnerable people. They expect you to do everything yourself. Their connection is diabolical. I’d never recommend them to anyone. They are lazy, greedy unprofessional”

Posted 9 months ago

“Diabolical service right from the start as well. They do not look after vulnerable people. They expect you to do everything yourself. Their connection is diabolical. I’d never recommend them to anyone. They are lazy, greedy unprofessional”

Posted 9 months ago

“Absolutely useless avoid at all costs. Never turned up on insulation day twice . Changed days, 3 hours on the phobe too 5 different departments to het cancelled. They carry out full hard search credit checks too for broadband which is ridiculous. Honestly worst company total waste of time and help desk or chat zero help . Kept cutting you off. 2 hours another day on whats app chat which was told was fastest way. Nothing done right or well. Absolutely shocking”

Posted 9 months ago

“Stayed in all day waiting for a promised delivery of a new hub, it didn't show, no communication from courier or VM, unable to past virtual assistant to get an agent on WhatsApp!.”

Posted 9 months ago

“Thickest bunch of fuckwits I've ever had to deal with in my entire life. The intelligence of a 5 year old child. Could not speak plain simple English. Most painful experience ever. So glad to leave. Just like the thousands of other customers leaving in there droves.”

Posted 9 months ago

“Been trying to tell them I'm moving house for the past 2 days. Been sitting in the online live chat for 3 hours and live sms chat for 2, no reaction. That stupid bot keep asking wether I want to hold or cancel every few minutes. I'm so glad the building I'm moving to does not and wont ever have virgin media. Will never go with them again”

Posted 9 months ago

“i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.”

Posted 10 months ago

“Worst customer service ever, rude staff who hang up on you!!! Richard Branson you knob you have enough money to not need to move ur customer services abroad!!!! Where they don't understand u!”

Posted 10 months ago

“There are a lot of unpleasant things going on with this company. First thing's first, I lived in the UK from 2020 to early 2023, and I've chosen them, as seemingly there wasn't better. The first year was pretty good, a kinda good service for a cheap price. But, from the 2nd, year, my internet bill was almost 70 GBP per month (>2 times than it was), and the quality dropped significantly. Secondly, after the quality dropped, my wife worked form home, so she needed a stable internet connection. Now, there was a period, when the quality was so bad, that she was almost fired from her job, which is something mindblowing. And guess what: the solution was that I have called them, and practically bollocked that poor Indian girl who was at the costumer service, and of course I have felt very bad, but guess what, the service was restored to an acceptable level. So, here, I would like to send a message to the Richard Branson fans: this is a man, who owns a company, whose relevant leaders are completely unaddressable, and uses 3rd world young people as a shield in front of them, while the leaders just take away the money, and have a lot of fun - based on their LinkedIn photos. And, as a brilliant coda for this saga: I have moved to the US early this year, and the termination of contract (was) is just another good example of their human qualities. They refused to pick up the equipment, and I couldn't be in the UK to return it - as I have already left, however, I told them that the next tenant of the house wants to use them as internet providers anyways. And, of course, the equipment pick-up by them is not free of charge... Anyways, in the end, in practice the exact same thing has happened what I have suggested: their engineer picked up my old equipment while he installed the new one to the new tenants, and that was it. Besides, they have sent me a bill for picking up the equipment. Of course. And, there is no channel from the US to them where I could email them, or even speak to them (media company, LOL). So, in the end of the day, I will need to pay for literally nothing, as my ex-landlady can get in trouble with a red bill associated with the address. And, the ones who think that the US companies are even more unaddressable, this is just not true. Here you can do your own, personal contracts even with much bigger companies than Virgin. And, Virgin, don't comment any generic gibberish here, because it will just make you more miserable. If you want to talk to me, that's fine, but I already had enough from your "company policies".”

Posted 10 months ago

“terrible. I live in central London. They did not come for modem installation for 4 months.👎when the day comes, the date is postponed”

Posted 10 months ago

“Virgin media is worsts service in uk because customers service are worsts and without finishing contract they increase your price and they always pressure to virgin media customers so please don’t buy any vergine media broadband Internet or any service choose other services but not virgin media it’s worst”

Posted 10 months ago

“Sadly got this Virgin Media service after a plea from Virgin Media to renew or restart our contract - after they were found to allow wrong doing by private investigators who were hired by intelligence agencies from across ‘five eyes’ & internationally a multination security and intelligence forums including Europol and Interpol. They tapped into my mobile, landline phone & (then dialup and now broadband) internet since 1994 (when I was doing GCSE), from 1995-1997, 2005 to present moment during which the intelligence set up gathered intelligence and key data about tripartite Bilderberg secret circle (but separated from Bilderberg upon Churchill’s sage advisement in 1957 to operate secretly underground - nascent under Greada Treaty) Organisation, ORB and OSSS. The intelligence set up was to learn more about our mechanism, our processes, our funding (900 quadrillion in shadow banking streams & 56 Quadrillion in open visible - invisible closed banking streams, and 930 Trillion in open banking visible ledger work carried out in Harrovia - London by the Companions Group (nascent group), by Kohen Grunschild Group in Washington DC and Cavelli & Ginora group in Rome. We are 7.83 billion strong membership worldwide who are both visible recorded census members and non-recorded non census free living status members. So the experience with Virgin Media has been terrible to say the least, an engineer came and set up the whole WiFi under poor security set up / called WPA 2 - so weak security that it can used as Internet cafe open domain - all to use. When asked the engineer just mentioned this is the level we use at Virgin Media. Then we had series of illegal hacks since 2005 into our mobiles and computer all connected to WiFi using which we moved visible level organisation ledgers, which was shared worldwide across Bilderberg , ECB, World Bank, Europol, Interpol, UN and across World Economic Forum etc. Our political ledgers made it to Modi, G7, Buckingham Palace,,10 Downing St, and Quad etc. The internet is intermittent, and it sets up a false internet channel when our channel is blocked - it’s called VMGuest - actively used by private intelligence agents reporting into multi-nation intelligence, security and policing forums. This is happening on private cellular phone and on WiFi run devices at home since 1997 till date, even when I was in Sweden, Thailand, Japan, USA, India, South America, Australia, Africa, Korea etc and 162 countries I have visited. Don’t know whether my family can trust Virgin Media again, this is terrible. Please investigate fully”

Virgin Media 1 star review on 27th May 2023

Posted 10 months ago

“Service itself was very patchy - frequent drop outs, outages and slow network problems. Attempted to cancel my service at the end of my contract. No way to do this on the website, you have to call up. Did this, but was told I'd failed security, no way to try again, just have to wait until they've sent a letter with a new password. I wait several weeks, no letter arrives. I call again, am told that this shouldn't have happened, that I was misinformed on my first call, and that a manager would listen back to the first call and if it was found that I'd been misinformed originally they would set contract notice to start from that date. No further update, so two weeks later I call back. No one has checked original call, new customer service person was rude and unhelpful, so I asked to speak to a manager. Was told none was available, so someone would call me back. No one ever called me back. Had to call back a week later, still no further information, no one had checked the original call, still no managers available to speak to. Just the worst kind of company, poor product and poor service. Avoid at all costs.”

Posted 10 months ago

“They're just aweful, had a new router installed.. even ethernet cable connection disconnects for a second every 5 minutes which just means I can't start doing anything because I know I'll DC, they claim to have superfast speeds but what use is that when it can't stay on. You can call them and they will 'monitor' it for the next 5 hours and then proceed to do f*ck all.. we're 100% changing from your trash dogsh*t broadband. USELESS”

Posted 10 months ago

“I concur with the many complaints about customer services - incompetent, dysfunctional, vindictive. When I tried to cancel, due to a move, they kept delaying and avoiding confirmation of the cancellation, moved through various departments, had me explain the situation all over again, repeatedly trying to find out where I was moving to whilst ignoring everything I told them (eg that I was selling a house, not moving, and did not need a replacement service) - basically high pressure selling by incompetents - they acted as I'd imagine loan sharks would. Looking at various review sites, this is clearly a massive problem - what are the bosses thinking, allowing this to go on?”

Posted 10 months ago

“The customer service is very poor its a langue barrier i do not understand them half of the time i have been with this company for like over 25 years i have seen them go down hill plus its to expensive i am looking to move over to another company every-time you have to ask for discount if you forget your bill would be like £75 just for phone line and internet other company are offering cheaper and better service who can afford that my wifi do not work that great it comes n goes i had to buy a fire stick for me to watch my shows now my daughter cannot received wifi in her room so what am i paying wifi for everything is poor my friend has bt never had any problems that im going through she has perfect service virgin media needs to sort it out other wise they will lose a lot of there customers when they put price up no email or letter the lady told me we do not have to send out no information it will be on your bill i though it was a bit rude I'm”

Posted 10 months ago

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Virgin Media is rated 1.2 based on 2,135 reviews