Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,137 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,137 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

Ian Finegan

Anonymous

Anonymous // 01/01/2019

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

“Awfull customer service, with near forced entry”

Helpful Report

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”

Helpful Report

Posted 8 months ago

“Absolutely terrible customer service. Called to cancel was offered a cheaper deal which I accepted but was billed double for 3 months. Loads of calls to customer service whose English was not good and lots of WhatsApps conversations, all complaints ignored. Virgin media has gone totally down hill. Leaving to go with another provider.”

Helpful Report

Posted 8 months ago

“The horrible company in the world. Keep raising my broadband to huge value and you can never reach their customer sevice line. Even my contract ends still charge me extra 30 days notice. I don't want to have any connection with this company in my life.”

Helpful Report

Posted 8 months ago

“Absolutely awful. My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.”

Helpful Report

Posted 8 months ago

“well what a useless shower, I waited in 5 half days, 3 no shows, 2 fails to connect. This is a company process lead, one part in UK one part in Philippines, completely unable to talk anything through as they can't move from scrip, cost me a lot of money and time with no reasonable explanation. Time to get rid of the directors, set up a customer based company, but of course money profit rules, customers are not a priority.”

Helpful Report

Posted 8 months ago

“Awful ! Avoid ! I just ask for help and because Virgin send me bill with incorrect speed details and they asking me to confirm what speed I got, i said details i see on my last bill. ATIF is member of Virgin refuse help me. They did mistake on my bill and i answer for him what i see on my bill. ATIF told your account blocked 🤦 ATIF , you are very unprofessional,rude and unhelpful. 0 stars if possible”

Helpful Report

Posted 8 months ago

“I would give them a -1000 if I could. We were with Hyperoptic for 3 years and never had any issues. As soon as we moved to a house with Virgin the problems started. WiFi is 30-50 mbps at best and service is so spotty that I can't believe people actually buy this if they have a choice. You can't get to a human when you want to speak to technical support. It's just endless time wasting with useless help articles and bots.”

Helpful Report

Posted 8 months ago

“I am a Virgin media customer for over 10 years and the broadband internet as well as customer service is going downhill month after month. The internet connection is the worst in UK. I work in IT and I have never ever see a worst internet connection I have internet outages 2-5 times a month! they take hours to days. The reason for it is the internet box outside the house on the street! Its effecting the entire area. This is a re-accuring issue but after being on the phone for 1 hour and 50 minutes I am still not allowed to cancel the home broadband because of a "clause" that says i need to have a recurring issue within 30 days. Funny I have a recurring issue for years which is clearly recorded on their side May, June, July and now August but still they want to force you to stay with them. They told me I must pay a £165 cancellation fee if I wish to drop out. Well guess what. I will never ever come back to you lot. Disgrace to have you working legally in UK. They have turned off their reviews on facebook for a reason. The technical support used to be 24hours available and after covid19 they stopped that too and you can only reach them during office hours. Nothing about Virgin is appealing anymore. AVOID VIRGIN MEDIA BROADBAND BY ALL COST. GO TO SKY, BT or even better STARLINK @Virgin, please spare me your generic response blaming natural interruptions. And no need to advise me of a status check which doesn't help at all.”

Virgin Media 1 star review on 1st August 2023

Helpful Report

Posted 8 months ago

“I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.”

Helpful Report

Posted 8 months ago

“Probably the worst broadband service in the world, please avoid at any cost!!! This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem. Avoid if you don't want a big headache!”

Helpful Report

Posted 8 months ago

“I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done) I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again. They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!) Avoid this company. Avoid it at all costs as I have never had such a shocking time ever! Honestly, I have wasted soo much and too much time with them. (Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)”

Helpful Report

Posted 8 months ago

“PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill. For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING.. **whopping increase of 103.5% to £57.00 per month!** I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?' Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered. i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations. Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin. More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud! The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt! 'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry! The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat. The final question raised was the inconsistency in discounts available between the calls and Virgin employees. 'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !' I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings. In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of. How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'. DISGRACEFUL !!!!!!!!! Date of experience: July 22, 2023”

Helpful Report

Posted 8 months ago

“DO NOT JOIN THIEVING VIRGIN MEDIA. I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems. Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault. Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging. YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA”

Helpful Report

Posted 8 months ago

“Poor customer service.and they need to speak English not India”

Helpful Report

Posted 8 months ago

“The customer service is terrible I've been with virgin media for many years now time to move to someone else they don't know how to treat there long service customer's”

Helpful Report

Posted 9 months ago

“Terrible customer service. I would never consider using Virgin media again.”

Helpful Report

Posted 9 months ago

“I've had Virgin Media broadband for a year and it worked okay. Sometimes it would disconnect, so it wasn't great. But when I cancelled my account after moving out, they bombarded me with calls for days and days. Also, they didn't clearly write in their cancellation email what my last bill was - I am now being billed incorrectly and have no proof of that phone call. They have terrible customer service, and the constant phone calls about why I cancelled did NOT stop after I picked up and answered their questions, instead, other people continuously called me with the same questions. So not only have I been billed incorrectly, I can't officially complain because they've cancelled my account. Throughout my contract with them, they have been useless. I wouldn't recommend them to anyone.”

Helpful Report

Posted 9 months ago

“I was on the phone for more than 2 hours today and was been passed from one line to another because they couldn't deal with my issue or resolve my problem and get me to the right line. On top of this three different agents decided to hang the phone on me and this happened 3 times and am sure because they are clueless to able to sort my problem. As it was 3 times the phone got hanged up am definitely sure it was deliberately done and was clear it wasn't a connection issue especially having been on hold and from one agent to antoehr for 2 hours. This just shows the poor as well as the rudeness customer service virgin provides and the lack of knowledges as some of your staff did not have a clue what the consumers rights act 2015 is, which I had to Explain to some agents. My complaints are still not sorted and my mobile handset is now 2 weeks without service so it does not do it's required job or as promised in the contract. I will be taking this further and definitely making complaints online as well as never recommending any of my friends, families or people I know to virgin anymore. It is ridiculous that I've been waiting two week without any service and still getting charged for the handset contract as well as the sim plan even if the handset is faulty and unable to use at all. I will take this to next level even if it goes to court. I would definitely say to everyone that is planning to join virgin media is to keep away as they never deliver what they promise nor have the right staff that can help you or guide you to the right department based on your issue. Keep away and save your money as the contract we took is not been met and problems are not solved. Furthermore if you try to complain it just goes unnoticed and you will be just transferred from one agent to another with no solutions. Also note that my issue with my phone started when they migrated to 02 and now my handset is faulty as it does not have any service at all and virgin media are refusing to sort this issue and fix it.”

Helpful Report

Posted 9 months ago

“Virgin Media don't deserve even one star. They are just ripping off people. Never ever recommend to anyone. In three month time they changed my price plan three time. So I cancelled it after ringing them more two months time. Their customer services doesn't have any clue about their job.”

Helpful Report

Posted 9 months ago

Virgin Media is rated 1.2 based on 2,137 reviews