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Virgin Media Reviews

1.2 Rating 2,143 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,143 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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“The worst. Stole my money. Deny any offer of compensation. I have email proof. I have been promised the cheque. Who uses cheques now days. Never appeared Terrible WiFi even worse customer service. Left in May still waiting for my money and some compensation for the appalling manner I have been treated”

Posted 7 months ago

“oh my god oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself.. so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE, one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help. YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind Date of experience: September 12, 2023”

Posted 7 months ago

“Please do not use them, they are little shives, they increase prices over time and very rude people, they also give you a few weeks good internet after that it will slow down, they know what’s the problem but they wast your time and they are not helpful, everytime if the contract ends they increase the prices instead of looking after you after staying with them, do not use them they are not a good company,”

Posted 7 months ago

“Worst customer service ever. Increased the contract price which led me to request cancellation of package. I was on hold for 2 hours then asked to go to online chat where it's an additional 2 hours wait time after which it automatically disconnects. There is no email id for customer support. Ridiculous.”

Posted 7 months ago

“Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time. They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start... I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day. A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property. I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee. All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie). I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.”

Posted 7 months ago

“Worst customer service EVER! Been on hold for hours, chat won’t connect to an agent, I just want to cancel my contract but I literally can’t because I can’t get through to anyone!”

Posted 7 months ago

“I've been with them for over 20 years but since Dickie Branson sold out to global it's a case of tough, we're offering new customers more. I did call as asked but all I got was pay more or tough attitude. Im on a discount but know of some paying the same but has higher speed and unlimited data on phone. Im happy with Smarty so all I want is faster speed. But good side is you can get in touch easy when there is a problem”

Posted 7 months ago

“Most horrible customer service i have ever talked to. (Or tried talking to) I have no access to my online account, have a 50 pound credit, can't call them because supposedly i have an outstanding bill (which i don't as have yet to receive my first month's bill). The only option for me is chatting with them, which puts you in a queue. If you get lucky after a couple hours, somebody answers. You explain everything to them and they'll tell you they call you when its solved. Doesn't happen.. you try again, explain again. Give them all sorts of proof. They are trying to deny you your 50 pound credit. They happily say ah end of day ill transfer you through...”

Posted 7 months ago

“I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.after I raised a complaint I simply got another reply asking me to raise a complaint. Still no credit of £50 to my bill which I was promised two days ago.”

Posted 7 months ago

“Awful service. Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place. I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman”

Posted 7 months ago

“When the service works, it's OK, but if something goes wrong, it's horrendous. I've been without internet for 7 weeks now. No-one tells me what's happening, and I have had to chase constantly. I've had 4 engineer visits - none seem to know what's going on. I had to wait an extra 2 weeks for a specialist team (outsourced for some unknown reason) to come, because the road needed digging up. They never came, and I wasn't told, so I had to chase again, to find out it was rescheduled for another week's time. Dreadful dreadful service.”

Posted 7 months ago

“it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..”

Posted 7 months ago

“Hi I've gone back to vm for price only however my first DD hS gone out yesterday I did tell them my pay date was the 8th... also I've have a tech issue no tv since 20th August my engineer is booked for 2nd September is this acceptable??.”

Posted 7 months ago

“Constant outages with no help. Automated responses, blatant lies from their customer service team mentioning there's an engineer on site looking at the issues. Postponing fixes of outages constantly. Terrible service, terrible company.”

Posted 8 months ago

“READING THE REVIEWS I AM SURPRISED THEY ARE STILL GOING-THEIR CODE OF PRACTICE POINTS ARE, AND ARE VERY NECESSARY TO BECOME AN EMPLOYEE:- 1. ANSWER THE CALLER AFTER THEY HAVE WAITED FOR 20-30MINS - MAYBE 2. MAKE SURE YOU CUT THEM OFF AS OFTEN AS POSSIBLE 3. TALK IN LOW TONES AND NEVER MAKE YOURSELF CLEAR 4. ENSURE THAT YOU NEVER PROVIDE THE SERVICE THEY PAY FOR 5. TAKE MONEY FROM THEIR ACCOUNT THEY DON'T OWE 6. DO NOT SUPPLY ANY ADVICE OR COMMUNICATIONS TO ASSIST 7. ALWAYS KEEP INSINCERELY APOLOGISING 8. BE PROFICIENT IN GASLIGHTING/MAKE THEM REPEAT THEMSELVES 9. HIDE THE PHONE UNDER A PILLOW, PICK IT UP EVERY 20 MINS PRETEND YOU HAVE HEARD ABOUT THE ABYSMAL TREATMENT BY VIRGIN AND PATRONISINGLY SAY, YES, YES, YES TO EVERYTHING 10. KEEP YOUR FINGER CROSSED WHEN YOU ARE LYING TO THEM AS THAT IS OKAY WHEN YOU ARE LYING AS THIS EXONERATES YOU IF YOU CAN COMPLY WITH ALL THIS YOU WILL MAKE A GREAT MEMBER OF THEIR RUBBISH COMPANY”

Posted 8 months ago

“We have been with VM for 20+ years. We only pay for Broadband as where we live, we are unable to support the phone line or tv. Therefore, have always paid a lower premium each month JUST for the broadband. However, this year we received communication that our new contract will change to £57 a month. This was a shock as their broadband/TV and phone package is only £34. We contacted to team to ask for our usual premium payment (which we know increases slightly each year), However, we were told the best they can do was £32 a month. We explained that this is not equitable as the package deal is £34 for broadband, tv and phone and we have JUST the broadband as our home does not support the other two features. So we contacted their retention team as to why we will be paying so much for JUST the broadband and why our payment will increase to £57 next year for one feature. We were transferred to ‘others in their team’ saying there is nothing they can do when we finally got through to a manager - we were ‘suddenly’ disconnected. VM does not care about their long term customers. Their services are regularly disrupted - more recently 2/3 days with no email. They are resting on their laurels with the notion as they have 'fast broadband' so their services, customer care, customer satisfaction is less than stellar.”

Posted 8 months ago

“Hi I have been trying to call virgin for three days now I was put on hold for 3 hours and still no response”

Posted 8 months ago

“HORRIFIC customer service and INFURIATING online system! I have been trying to get a debt removed from my account from 4 years ago for so long now and they are just not understanding my problem at all. I returned their router box to a physical store 4 years ago (employees there said it was fine to do so), but I have been charged with £17 for not returning it for all these years. No-one at virgin seems to understand the problem, offering insulting solutions and sometimes not even believing me! Because it was so many years ago, my account with them has closed so I couldn't pay it off even if I was in the wrong and I needed to! It is also absolutely ridiculous that you need to sign in to fill out a complaints form! It meant that I couldn't do that and complaints were only for customers which makes no sense at all! It took ages to speak to a proper person when phoning up who then did not understand my problem at all and the solution was to send a letter to my old address with the ''solution'' which was quite literally only this: ''Account info --> Account info changed'' Respectfully, what the hell does this even mean? This dept is preventing me from securing a mortgage and I can't even pay it. It is infuriating. I am never ever using any Virgin brand ever again.”

Posted 8 months ago

“Awfull customer service, with near forced entry”

Posted 8 months ago

“Virgin sold me a broadbandpackage and promised to install on a certain date. As that date approached I tried to call them to confirm it was still OK. After a long time on the phone waiting after using the automated system to get through to the installation department I was told it was another department. They then disconnected me. I started the process all over again and this happened twice more. The next time, I was told the installation could not go ahead as I lived in an area not suitable for broadband. They had sold me a package that they could not give me and then cancelled it without telling me. Next I tried to get them to delete my account as I could still see an active DD mandate against my account and I could still log in on the website. This took a further 1.5 hours and 7 different departments where they said since the account was not active it was the same thing as being deleted. They refused to confirm that they could or would delete any of my personal data in blatant breach of their GDPR responsibilities. AVOID THIS COMPANY AT ALL COSTS”

Posted 8 months ago

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Virgin Media is rated 1.2 based on 2,143 reviews