Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,359 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,359 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

Visit Website

Write Your review

Tell us how Virgin Media made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

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

“Had virgin but at the start of lockdown it was too unreliable to work from home. Going offline everyday, was told no issues in area. In the end I cancelled my direct debit so I could talk to a human as I knew they would call as soon as payment was missed. got nowhere with them so sent an email to the UK CEO. Got a refund for 5 weeks lost service and contract cancelled. some weeks later I was planting a couple of trees in front garden and as I dig the virgin cable was only 5 inches under the soil and no ducting, just the cable. useless company, cant do anything right.”

Helpful Report

Posted 2 years ago

“Absolutely dire intermittent service. Avoid at all costs as they are rubbish”

Helpful Report

Posted 2 years ago

“Awful experience from day 1 with virgin broadband. Their customer service is shocking, website is clunky and doesn't work properly as does their useless apps. I lasted 4 days as a new customer and had to cancel. Please avoid this absolute cowboy outfit”

Helpful Report

Posted 2 years ago

“Today had lovely person attend to my update of package However I was left hanging on phone at different times in total on phone 1 hr plus !at one point I accidentally hung up as I thought it was end of call . Girl call be back ! It’s surely not rocket science to upgrade an account On the positive I thankfully have new upgraded package”

Helpful Report

Posted 2 years ago

“Wouldn't even give 1 star. This company is rubbish. Can't understand customer service. Second time in a month no landlines working and they say we've got no activated phones here after being with them for years. Broadband been off as well. My advise would be have nothing to do with them.”

Helpful Report

Posted 2 years ago

“Terrible service, no customer service and internet will go down atleast once a week”

Helpful Report

Posted 2 years ago

“Please read all of the reviews and DON'T sign up with Virgin Media! Our experience with Virgin Media would take hours to explain and it wouldn't make for good reading! When you read all of the negative reviews and recognise that the company haven't even had the decency to respond to people's complaints, you realise that they are all about selling! We have been with another broadband company for a number of years, without complaint, but we were looking for a cheaper alternative, especially in todays economic climate. I now wish we had just payed the extra and stayed with them. I'm so disappointed that the customer experience means nothing to Virgin and, to be honest, I feel like they should be brought to answer at a higher level.”

Helpful Report

Posted 2 years ago

“For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee. Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again. I still don't understand why I need to pay £297 + additional month if you have not provided me with the service. TERRIBLE!”

Helpful Report

Posted 2 years ago

“Daylight robbery! From the start of my contract I never got the broadband as promised even with my ethernet cable. I was promised a £99 credit which I didn’t get. I had to go to my local ombudsman as the customer service was horrific. I will never go with virgin media again”

Helpful Report

Posted 2 years ago

“Just look at all these rubbish reviews they are not making it up. The very worst company you could have to deal with.”

Helpful Report

Posted 2 years ago

“horrible customer service, you are lucky if you do not need to talk to them, I feel like vomiting when I just think about it.. incompetent, they pass people on to others as a spiral that never ends.. customer is treated like a number.. one of the worst things we have to do in life is to contract broadband and talk to these scammers”

Helpful Report

Posted 2 years ago

“I wish I could put 0 stars I wish I could put 0 stars. The service is absolutely shocking, the complaints team are rude and unhelpful. Promise to provide speeds but they don't actually cover the area. I work in customer service and would be totally ashamed of the approach and attitude, clearly do not care about there reputation as they are too big. Avoid at all costs mistakes happened but how you handle them says alot about you.n”

Helpful Report

Posted 2 years ago

“It takes hours and a lot of persistence to get to the point when they finally accept you're giving them 30 days notice. They even insisted that I had to give them the details of what package I was moving to before they would accept my 30 days notice as "the system won't allow us to process your request unless we have these details". I've been with Virgin for 10 years and been reasonably satisfied, but this behaviour is like trying to leave a cult. I'm leaving because they won't give me the same deal as a new customer, whereas other providers obviously will.”

Helpful Report

Posted 2 years ago

“I've been a Virgin Media broadband customer for over a year. It is the worst broadband supplier I've ever had: signal comes and goes every +-2 hours and we completely lost internet 2x for the whole afternoon in the last month. The website and app are designed to prevent you from speaking to a support agent and it's therefore near to impossible to resolve issues where the solution is not available in the support centre. Calling them is even more useless as you get to interact with a dumb bot that never provides the information you're looking for. The VM broadband package is appealing as it's one of the fastest in London, but don't get fooled by that as the broadband quality is worse than some of the 3rd world countries I have been to. Switching to Community Fiber now ... 4.4 star rating / 6x the speed for the same price.”

Helpful Report

Posted 2 years ago

“I had been a loyal Virgin customer for 15 years however my TV box was clunky and the new one they sent me was unusable with my set up unless I paid £90 for an engineer to come and sort it out. When a leaflet from BT came through the door offering me fast broadband, a much better TV package and landline for nearly half what I was paying Virgin I decided to change providers. I contacted BT and decided to change providers. The person told me that I didn't need to contact Virgin to cancel, BT would do that for me. When Virgin contacted me a few days later saying they heard I was leaving and could they persuade me to stay, not unreasonably I assumed BT had been in touch with Virgin and there was nothing more I needed to do. A week or so later I had a further phonecall from Virgin again asking me to stay with them. The changeover happened in November and I had no complaints. Much to my surprise £70 was taken from my account by Virgin in December. I assumed it was an oversight and thought a telephone conversation would sort it out. I was eventually put through to someone in customer relations who claimed that because I had not contacted Virgin myself I was liable to pay the £70. I asked about the people who had rung me up and I was told they were merely agents and were not directly connected to Virgin. How they got wind of me wanting to cancel my Virgin package without Virgin knowing seems like an extraordinarily mendacious approach to take and of course as they were agents there were no recorded telephone calls to fall back on. I was told that as Virgin had a completely different internet system to BT, BT couldn't request the cancellation, the only part they were able to cancel was the telephone line. It was then agreed that the telephone rental part of my package would be deducted. from my bill as I was in no way liable to pay that. I asked if the money could be credited to my bank account but customer relations said that as I'd requested my account to be closed they would send me a cheque. It has never been sent. I was also told that I ought to take up the issue with BT as it was their employee who had misled me. I had requested paper bills from Virgin but I never received the December bill. I recently contacted BT about another matter and happened to mention in passing that I'd needed to pay Virgin an extra £70 because their advisor had told me that BT would cancel on my behalf. BT said they needed to see my final bill from Virgin in order to review my case. I had had no bills from Virgin since November so I telephoned them today. I requested they email me a final bill and they also put me through to accounts to find out what had happened to the cheque for the money they owed me. Accounts were unable to verify me through my name address and password. They had to have my account number and put the phone down on me while I was searching for it. I had a look at my final bill and found that I owed them £4.30. The bill was dated 16th February and conveniently was due today (8thMarch) I had not been sent it and had I not contacted Virgin I would be none the wiser. I rang Virgin again and was put through to an extremely unhelpful man. I was told that the £4.30 was due to the fact that I had only formally cancelled on 8th December. They needed 30 days notice and it meant that because I was billed from 2nd December to 2nd January there were a few days outstanding and that was why I was being billed. I asked about the money I was owed - would that not cover the £4.30 they had decided I owed them? The line fell silent and then he came back again to ask me if I was ready to pay. He then insinuated that my credit score would be affected if I refused to pay. These people are heartless - Virgin mustn't be doing too well if they resort to such cynical tactics. After the telephone call I had a further look at the previous bill which I'd also requested they email me. This bill makes no sense. Apparently I changed my package although I had no knowledge of doing so. Granted my telephone line rental was removed but "MixTV" was added at the same time - why would I have agreed to that when I said I was leaving and, horror of horrors there's a further bill for £57.60 from 3rd Jan-2nd February making Virgin's cancellation policy a whopping 60 days in total. What utter bullies. This is no way to run a company.”

Helpful Report

Posted 2 years ago

“As a customer of Virgin Media, I am very satisfied with their services. Their internet speeds are consistently fast, which is important for my work and entertainment needs. Their customer service representatives are always friendly and helpful when I have questions or concerns. Steve walked me through the installation process and ensured that everything was set up correctly. I am very happy with my experience with Virgin Media and would highly recommend their services to anyone looking for reliable internet. And if you have the chance to work with Steve, I can assure you that you'll be in good hands. Overall, I am very pleased with the services provided by Virgin Media and would recommend them to anyone looking for reliable and affordable internet.”

Helpful Report

Posted 2 years ago

“I am a virgin media customer for almost 4years now. I recently booked an engineer to move a cable from one room to another in the same house. The agent I spoke to on my first call informed me I am not going to pay for the engineer. Later in the same week I got an email about a new package and a new contract where my monthly charges was increased which I never agreed to. I quickly called virgin media and explained to them I never agreed to such package. I called several times and spoke to (Michel, sia , gulusheer) and all apologised and promised to make the necessary corrections. For about 2 months now nothing was done and I was sent a charge of £150 to pay. I tried to call again and my access was limited to speak to an agent. I raised a customer complaints and the response I got was to pay the amount I owe. VIRGIN MEDIA EXPLOIT AND ABUSE ITS CUSTOMERS. WORSE COMPANY EVER”

Helpful Report

Posted 2 years ago

“Rubbish rip-off stupid”

Helpful Report

Posted 2 years ago

“In accurate final bill no customer service they are so rude and constantly hang up on you after waiting ages to get through to them. Managers refuse to help and CEO have perfected the art of not being contactable. I have no option but to go to the ombudsman to get a resolution. Stay away from this scam company if I could give the no stars it would still be to much”

Helpful Report

Posted 2 years ago

“Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started. I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,359 reviews