Name: Virgin Media
Rating: 1.16

“Started with being told that a free Internet speed upgrade was being done in our area so we said yes and was Told it wouldn't change our contract. After various price increases over the year of having virgin we decided to end up contract at the end of the 12 months. Only to discover that the internet change had changed the contract and we now owe them more money to cancel. From then onwards virgin staff were very unhelpful and no one wanted to take responsibility for anything. Terrible customer service would never go back with them. Big company with no respect for there custermers. Be warned they will do everything and anything to screw you over .”

Helpful Report

Posted 8 years ago

“Worst ever customer service I have ever received. Rude and uninterested. I'd like to say it was a one off, but I had the unpleasant experience of having to deal with them on a monthly basis due to the poor reliability of the broadband service.”

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Posted 8 years ago

“What a load of crap customer service can't even understand them ...then u get some woman who u can speak English who then turns everything off”

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Posted 8 years ago

“I am moving home so I called Virgin three weeks prior to the move to arrange to move my account to new property. I met with the technician who checked the property and said the pre installion team need to get cabling installed, I called Virgin the following day as advised and was given the 11th May as the date the team would be at the property to carry this out. After waiting at the property for over five hours I called to enquire what time the team couldn't be expected only to be told that there was no booking but they could see that I had been advised incorrectly, given a reference number and told I would be contacted to see what could be done to resolve this situation. I then called customer care to lodge a formal complaint and was assured a Maanger would call me within 4 hours, I still haven't received either of these call backs. I called again today was given, eventually, another reference number and told by the supervisor I would receive a response once she had inversigated what could be done, after waiting three hours I called back and after a further 40 minutes of explaining and requesting assistance I was advised that the pre installion would be done after I move in. In the meantime the decorators are waiting to complete in the rooms the cabling has to be done. I believe Virgin to be untrustworthy and uncaring about their customers needs. The manner in which they treat customers is shockingly bad!”

Helpful Report

Posted 8 years ago

“The product itself is okay. The customer service and aftercare is shocking. If you want to leave I wouldn't bother, they make it incredibly difficult for you. I have had issues with them from both their broadband and their mobile network. I have never heard any positives about them. Proceed with Caution.”

Helpful Report

Posted 8 years ago

“Refrain from using the number one fraud magnet, identity exchange and privacy rape company... If you been refused virgin because of an old debt? Go on your Facebook and get the name, dob and current address and you will be connected to virgin like magic! ( facts from an ex virgin whistle blower who was dismissed for being honest) Have you been trying to join virgin on web and just like magic an advisor shows up at your door front from virgin? Could it be magic or just random luck?? No its not luck any interactions you make with virgin is logged and your details raped. When their FSM at one office are as follows (alcoholic ) Paul Lilley (smack addict) Dave benbow. And 90% of the sales advisors smoke pot in their cars and during their shifts what do you expect? This is no delusional nightmare but instead its pure facts from an ex employee who is going to drag virginmedia and its name straight into dust for many years to come. Legal actions been taken, company's house aware, icas putting a case together, police informed, and justice will be done. You might of dealt with immature pushed over employee in the past but you ain't got a clue what you put yourself into . Simple min wage ex employee going to run your cheque book and reputation to the ground x”

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Posted 8 years ago

“Utter Rip off, constantly increasing prices for no reason, hardly works properly, utterly utterly useless and expensive 'customer service', can't be trusted at all, treat you like absolute dirt!”

Helpful Report

Posted 8 years ago

“Refrain from using the number one fraud magnet, identity exchange and privacy rape company... If you been refused virgin because of an old debt? Go on your Facebook and get the name, dob and current address and you will be connected to virgin like magic! ( facts from an ex virgin whistle blower who was dismissed for being honest) Have you been trying to join virgin on web and just like magic an advisor shows up at your door front from virgin? Could it be magic or just random luck?? No its not luck any interactions you make with virgin is logged and your details raped. When their FSM at one office are as follows (alcoholic ) Paul Lilley (smack addict) Dave benbow. And 90% of the sales advisors smoke pot in their cars and during their shifts what do you expect? This is no delusional nightmare but instead its pure facts from an ex employee who is going to drag virginmedia and its name straight into dust for many years to come. Legal actions been taken, company's house aware, icas putting a case together, police informed, and justice will be done. You might of dealt with immature pushed over employee in the past but you ain't got a clue what you put yourself into . Simple min wage ex employee going to run your cheque book and reputation to the ground x”

Helpful Report

Posted 8 years ago

“Really bad service. Paid £30 for an install, the date got changed 3 times. on the second attempt they claimed they did not have permission to install from the landlord- which was incorrect. I went back and forth and ended up getting the permission and forwarding it onto them. Arranged a 3rd install date (which by this point was 2 months from the sign up date!) for it to be cancelled the day before as they claimed again they did not have permission from the landlord. I went back and forth with them and ended up giving up. I didn't get the install money back - even though no installation took place!!!! Waste of Time!!!!”

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Posted 8 years ago

“I wouldn't even if VM even one star, utterly awful service. Connection is appauling. Please read this before signing up with these disgraceful provider of nothing.”

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Posted 9 years ago

“Virgins On Demand service has been down now on and off (more off) since December. I called to question why. To be told it is a free service so why am i complaining. To which my reply was if i didnt pay for Sky Living etc i wouldnt have the on demand for these channels on my catch up. With that attitude i have left. Never again will i return.”

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Posted 9 years ago

“Very rude customer service advisers. Talked over me then cut me off. Disgusted.”

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Posted 9 years ago

“Avoid at all costs dreadful customer service that is unapologetic and unrepentant. we had numerous emails and visits, agreed an installation date and was told to cancel our existing broadband provider for the day after installation, so we did. received an email 4 days before installation only to be our date was cancelled and we had to wait 8 weeks, after spending an hour on the phone with no apology and speaking to several departments, we eventually cancelled everything, then had to spend another hour to my existing provider to try to reverse the cancellation which we couldn't and had to take a new contract just to keep our broadband active. Never ever would i use this company again.”

Helpful Report

Posted 9 years ago

“Terrible company Richard Humphries Plymouth manager is a Welsh guy with a terrible attitude to customers if there are problems he does not help customers as long as he has made a sale.”

Helpful Report

Posted 9 years ago

“Ordered virgin Broadband/TV/Phone and they booked an engineer to come out within 3 working days, result,! then nobody turned up, we phoned them to be told we had waited in for 6 hours for no reason as it had been cancelled and put back two weeks. A week later we have an email saying it's been put on hold, so again we phone them, to be told 5 days before we can find out what date they will be actually booking an appointment to come out, no the appointment date just when they can tell us the appointment date. And all they can say is "sorry there is nothing we can do" so thanks virgin for nothing! We cancelled our original provider and have now been weeks without a landline or broadband! As a company we have found you to be unhelpful, unreliable, inconsiderate of your customers and there needs, total unhelpful and I would suggest anyone reading this to stay well clear!”

Helpful Report

Posted 9 years ago

“Mis-sold package and asked to pay extra- Con Men.”

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Posted 9 years ago

“very slow broadband bad customer service very often internet interrupts I called technical team to resolve issue they told me engineer come out next week, totally rip off avoid virgin media if you want stress free go with BT”

Helpful Report

Posted 9 years ago

“Rip off for money. No fixed bills. Billing and increasing bills without notice . A bunch of cheats”

Helpful Report

Posted 9 years ago

“I joined virgin media on 17th of March after 12+ years with BT because the TV package looked better. While with BT I had NO internet/broadband issues at all but since being with virgin I have had NO broadband at all. For the first few days I had an Ok broadband in the room where the hub is located but this disappeared if you even thought about going into another room and upstairs is a definite no go area. I phoned the engineers who said I should try manually selecting the best channel on my hub or would need to buy boosters at my own expense. I went through all 13 channels and guess what, still no coverage anywhere other than within 2 feet of the hub. I explained that I never had this issue with BT even though the hub I had was about 2 or 3 years old and I was told that some services from virgin, like the TV packages are better but the broadband might not be so good, but you can’t have it all! I bought the boosters and plugged them in but then the following day lost all service completely. Phoned the engineer again and he said it was an area outage. When I voiced my concerns regarding the fact that after only a couple of weeks with virgin I had experienced more issues than I had with BT for all the years I was with them, I was told that there were always problems but this was to be expected. I was assured my service would be back up and running by that afternoon. I got a text message telling me the issue had been resolved and I could now enjoy the service I pay good money for. Unfortunately, NO I still had no internet at all. Phoned the engineers today and they helpfully told me that I was right, and there was in fact no internet in my house. I was then told that an engineer would need to visit, but they didn’t have anything available until Friday, 4 days later. I said this was not acceptable and asked to speak to customer services so I could terminate my contract. Spoke to customer services who offered £20:00 by way of compensation but I explained that this would not even cover the cost my mobile phone bills going over the data usage let alone my wife’s or my 2 children’s or the cost of boosters needed to be able to use their substandard service. I was then informed that because I had been reasonable and not cancelled my contract when I first called about poor coverage, I was now out of the 14 day cooling off period! I said I did not want to "Cool Off" and I had not just changed my mind, I wanted to cancel because the service I am receiving is not fit for purpose. this pointless conversation went on for what seemed like an eternity with lots of apologies but no action so I ended the conversation with a summary of events that basically it was my fault because I had been too helpful when I spent 4 hours of my life trying out different channels, with me downstairs shouting up to my wife like an idiot, asking "What about now, anything?" and her shouting back at me "Worse", "Worse", "better, wait worse" until I set it back to automatic, and then buying and waiting for boosters which just used more of my 14 day "cooling off" period. I should have not given them the benefit of the doubt, and just cancelled at the earliest opportunity. I can honestly say the I feel real haltered towards virgin media and will never ever ever have a good word to say about them even if by some miracle they are able to get my services up and running again on Friday. I will most definitely not be holding my breath.”

Helpful Report

Posted 9 years ago

“Hi all, I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted. I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days. 5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing. So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service. Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees. So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it. 5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use And the 24th of march I think you have already guess that it was not working!!! I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet. So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!! I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company? I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider. I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!”

Helpful Report

Posted 9 years ago

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
Returns & Refunds
Refunds Process	Difficult

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