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Virgin Media Reviews

1.2 Rating 2,134 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,134 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

“I left Virgin Media in October 2023 poor customer service i Full Fibre 500 poor wifi they wanted £9 a month to boost my wifi i have a broken box on the outside of the house for over 2 years when i was negotiating a new contract they wanted £26 to fix the box thats why i left went to Zen Internet i got Full Fibre 900 it was cheaper than i was paying Virgin Media for Full Fibre 500 no hidden extras no inflation rises.”

Posted 2 months ago

“I wish I could have given them minus stars.. Worst customer service I've ever had in my life (they may talk talk look good). Avoid these at all cost.. pay a bit extra as if you can and you won't regret it. It took me over 8 hours to cancel my service with these as they kept putting the phone down. DO NOT USE THESE AT ALL”

Posted 2 months ago

“This company is not worth even a single star!! I'm appalled that they haven't still shut down inspite of providing such a pathetic customer service and horrible reviews!! My wife has been with virgin media for over 13 years. This weekend wifi went down, initilally thought it was some weekend disruption. When my wife called virgin since account is in her name, they said connection has been cut because there's a credit of £500 in excess for land line charges which we never use!! We never used the land line and has been dead for years. We've set up for direct debit and even if there's a due they could have taken the money from bank. There was no mail, letter regarding dues and abruptly disconnected!! I've not seen such a ruthless provider with such pathetic service. We both work from home and left with no wifi and no access to work. Wife has been making several calls since the weekend trying to prove that landline has been dead for a long period of time and not been in use, but the customer service is so horrble they keep transferring calls and end up in circles with no resolution. I want to apply for a new connection with another provider. But virgin media says we are on a 18 month contract until July 24. We've been with virgin media for 13 years and when asked if it's not a rolling month contract, we were told because we made some changes to the package our contract has been set up again!! I don't know how such a company can exist in today's day and age!! Whoever is looking for a new connection please stay away. There are better providers who offer much faster broadband connection and moreover better customer support”

Posted 2 months ago

“I have recently moved from Virgin Media because as a loyal customer they always want to charge far more than they would a new customer! I find this offensive and it shows they don`t value my custom. That would have been an end of it but it seems the advisor didn`t put the transfer through correctly so they have wanted to generate a final bill for an extra month at the non discounted rate! Should have been one phone call to sort out. I have wasted over 4 hours on 6 phone calls trying to get it sorted and each time they keep starting by trying to blame me!!! And to add insult to injury they have wanted to charge me an additional £7.00 for the phone calls to them that went over an hour!!! I hope I have finally got it sorted out! But good riddance. The broadband was ok but save yourself the pain and go elsewhere because the customer service sucks!!!!!”

Posted 2 months ago

“The single worst customer service and one of the most distressing moments signing up with this company. I work from home and have a disability. Now thanks to the constant lies told by virgin media staff I have no internet access for 14 days. I signed up with Virgin on 12th December 2023 as they promised I could go from 51Mbps with my current provider to 1Gbps via the new Virgin Fiber Cables installed on my road. I was told to give my current provider 30 days’ notice of leaving by the salesperson. I agreed a price per month I was happy paying as it was only £8 per month more than I was paying with my current provider. The salesperson told me an engineer would be visiting on 18th December to install my router – This was cancelled the day before and pushed back to 6th January 2024. My 6th January engineer visit was cancelled at 9pm on 4th January. When I called customer service the department for installation queries closed at 8pm. I was emailed on 6th saying my new installation date was 16th January. I rang my current provider who thankfully gave me an extension until 17th. The 16th January engineer visit was cancelled on 14th at 10.30pm saying it had been pushed back until 30th January. Again, I had to ring my current provider who said they would only extend this one more time until 31st January as they have ended my contract. If I wanted to stay with them longer, I would need to sign a 1-year contract. An engineer finally arrived at my property on 30th January but could not install my router as the wrong cables had been installed at my property by virgins’ engineers. This was at 10.37am on 30th. The engineer left saying there was nothing he could do, and I had to call customer service. I called customer service at 11.06am, I was on hold for 82 minutes and then that person said they could not help me. I then got put through to 2 other people, the last one told me (at 2.16pm) that my installation date would be now 1st March 2024. When I said I was losing my internet access they said its not Virgins problem and I needed to call my current provider. I called my current provider who said it was too late to cancel, Openreach had already closed the line and that I would lose internet access at midnight. I rang back Virgin at 4.48pm, I was on hold with this call until 8.11pm. I explained the situation and that I work from home and got told that its my fault for cancelling my existing provider. I was on hold with this call until 8.11pm. It is now the 31st January and I have no internet which I use for home working. Openreach cannot reactivate my address for 14 days and Virgin will not be installing my property until 1st March (or so they say.) The situation Virgin have put me in is disgusting.”

Posted 2 months ago

“I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect. The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer. The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed. Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract. I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer. I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.”

Virgin Media 1 star review on 31st January 2024

Posted 2 months ago

“Worst customer service ever experienced. Been ripped off by Virgin Media, promised services that I have received. I have spent hours on the phone and they can't resolve such a simple thing.”

Posted 2 months ago

“Virgin media’s customer service is among the worst I have ever experienced. They are a nightmare to even contact, don’t listen to problem and don’t resolve, never follow through on what was promised. Really wish I hadn’t joined. If you are not a virgin customer - run a mile! They’ll continually try to increase you bill too, unless you ring up. Find another provider!”

Posted 2 months ago

“I can’t find a word to describe how much this company frustrates people. *The company that will harass you to pay for the errors of their incompetent staff and to pay for the service they have not provided. *They company with the worst team communication. *The company that will force a new contract on you. *The company that can not solve a smallest problem of a customer. They will rather pass you from one department to another and keep you on the phone for over 3 hours. At the end you are back to zero. My story is too long to write here. All I can say is virgin media left me suicidal. Please run away from them for your own sanity.”

Posted 2 months ago

“Do not get their WiFi home service it’s horrible Cut off a lot and their customer service is useless”

Posted 2 months ago

“We have a business package and virgin needed to update the router. The engineer finally arrived at 5:15pm Took the old router and installed new router and left us with no phone working and no internet. He said it will come back on in 20mins. After 1 hour waiting the router was still not working. Apparently the engineer did not send the new account details to the customer department who close at 5pm. Therefore engineer lied to us and was aware that we would not have a working system. To date as if 11am the following day we are no further forward and still chasing for a resolution. We can’t run our business andunable to contact our appointments. Terrible service and very unprofessional .”

Posted 2 months ago

“AVOID AVOID AVOID AVOID AVOID AVOID. Absolutely shocking services had no broadband, TV or phone for 6 days now, have had 3 different engineers come out all blaming the other, phoned customer services again today to be passed to 7 different people and be hung up on 3 times by rude obnoxious people, also none of then was English so made it even harder to understand, last person i spoke to told me she had to end the call has her cab was wanting and she was going home. Was also told I can't put a complaint in. New engineer not coming till Monday that will be 10 days with no services that I'm paying for and no guarantee it will be sorted. But if I cancel I will be charged. Also still being having to pay full price for services I don't have. Been with virgin media 3 months now and not had full services during any of that time. Really wish I'd checked reviews 1st. Also got a disabled child who is home schooled that now can't do work 🤬🤬🤬🤬”

Posted 2 months ago

“Worst broadband company I've ever dealt with, just read all the other reviews and no one has a good word to say about them. They were absolutely terrible when I came to leave them and made it's so difficult and stressful, the call centers were rude and constantly hanging up on me when I called to try and get their mistakes resolved. Ended up taking me weeks of constant calls to finally get away from them. While I was with them the price gradually increased every month and the service got worse, signal was constantly dropping out and became unusable in the end. They sent me a bill with an early exit fee after telling me they wouldn't and then took the money from my account which i then had to keep calling to try and get back, not easy when the call center staff are rude and talk down to you like you're beneath them. Even if they were a free service I would never go back to them ever again, they shouldn't be in business due to how they treat their customers and the stress they put them under. 1 star is too much for this company. Do yourself a favour and use someone else as I guarantee you'll regret using Virgin Media. Virgin, read all the bad comments from everyone and do something about your shocking company!”

Posted 2 months ago

“Terrible customer service! Call centre seems eager to help but does not actually have the authority to execute anything - so all they do is sympathise with you.”

Posted 2 months ago

“From nov 21 land line stopped working, poor reception on tv, wrote 3 times asking for help all letters ignored so finally on 16/09/23 cancelled contract by giving 30 days notice. Asked for amended sept bill minus land line rental instead got charged full amount for all sept & oct and to 18th nov 23 even though all services cut off from 12th oct 23. As at 23 jan 24 been refered to debt collection agency for £148.83 for services from 12th oct 23 not provided so why should i pay for them? Also 23 jan 24 virgin turned up wanting equipment back which i was happy to oblige in receipt of written conformation of handing over of equipment but instead man refused stating i'd get a email conformation but when he stated email address not only was it not my email nor had ever been my email it wasn't even close to my email address at which point i asked him to leave stating that i would be taking the matter to my mp, ofcom, and bbc c4 c5 consumer affairs programmes - his response do what you want we'll charge you for refusing to return equipment and then he left”

Posted 2 months ago

“A Shocking Tale of Deception and Exploitation by Virgin Media I am compelled to share a deeply disturbing experience involving my 80-year-old auntie, who has been a loyal customer of Virgin Media for over a decade. Our recent encounter with this company has been nothing short of a nightmare, characterized by deceit, theft, and a blatant disregard for customer satisfaction. In June 23, 2023, my auntie was enticed with a supposedly attractive new deal, only to discover that her bills surged from £84 to over £100, far from the promised £46.50. To add insult to injury, the services provided did not match the agreed-upon package, leaving her with only weekend calls on her landline. Our attempts to address this issue have been met with a shocking level of incompetence and insensitivity. After enduring 90-minute calls, explaining the situation to three different representatives, we were assured that the call would be listened to by a manager, promising resolution. To our dismay, no callback materialized, and this cycle of unfulfilled promises repeated weekly for 4-5 weeks. Having spent over 12 hours on the phone, we finally spoke to a manager who offered a laughable excuse – the person responsible for the misleading deal had left, rendering it impossible to verify the call. The pinnacle of absurdity occurred on November 9th, when we were told the package would be adjusted, my aunt credited with £207 for excess charges, and the monthly fee reduced to £46. In December, another unauthorized deduction of £95 occurred, despite assurances from the resolutions team that the package had been changed. During today's hour-long ordeal, we were met with sheer incompetence and were only connected to someone who claimed they could "resolve" the situation after explaining it to two separate representatives. Upon requesting the recording of the call, we received a call back from the same manager on November 9th, apologizing for a supposed "system error" and offering a paltry £30 credit. The legality of Virgin Media's actions comes into question, as over £300 has been taken from my auntie's account without permission, and instead of a refund, only a credit was provided. This is particularly egregious during the holiday season when the government is assisting pensioners with bill payments. To add insult to injury, an email received today revealed that Virgin Media not only failed to honor the agreed-upon terms but increased the package price, a move that seems both unethical and potentially illegal. In summary, this experience with Virgin Media has been nothing short of a betrayal of trust, leaving us questioning the legality of their actions. Potential customers, beware – Virgin Media's promises are not to be trusted, and their practices raise serious ethical and legal concerns.”

Posted 2 months ago

“I don't understand. If I purchase something from you why then aggressively force sales on me. 10 calls in the past week and every single one of them has interrupted me and my work. It’s pathetic and cheap for companies of this time to see cold call sales sell.”

Posted 2 months ago

“Stay away from Virgin Media... Absolutely terrible provider. Waited 2 months to hear they cannot install my broadband on the day the installation was planned for. I ended up staying 2 months without any Wifi. Customer service has been completely useless and even rude as they hung up on me a few times. Also lied to me about getting a compensation, I didn't receive any sort of compensation but lost lots of money as I had to pay extra to hotspot from my phone and pay for unlimited data. Very stressful and frustrating experience.”

Posted 2 months ago

“I had a terrible experience with VM. I recently moved to a new house. I opted for their service and I got very disappointed. I couldn’t reach out to their customer service and I send the cancellation form and kit to the address on the econtract I had with them(which was sent to my mail). I am being forced to pay for the service that I never used. Also I was told their kit was not received on the same address that was given to me. I would not recommend them to anyone. Their services are wack, human resource department and customer service is really terrible. I was told I would be reported for debt and they spoil my credit score. I would be forced to pay for it. I didn’t use the service at all. The kits wasn’t even opened before I rang for cancellation. Some of their customer service representatives have very poor human relation and terrible speaking and understanding skills. Please, I will encourage anyone to go for better broadband service who will put your priority first and ensure you have the value for your money. If there is zero rating that is what I would’ve given for the terrible experience I have/am having with them. Their return and refund is zero. Please stay away from them if you can. Thank you.”

Posted 2 months ago

“This is gonna be a long one, but believe me it’s worth reading. If there was any option to rate their services with digits below the 0 I gladly would. This is the worst broadband company I have ever come across. Recently moved to a new property, and chose VM as a broadband. They booked me in for installation on one date, which they couple days later offered to change on an earlier date. The earlier the better-perfect. There was no need of outdoor installation cause their broadband is already brought to the building since the neighbours below us use the same one. The day of the installation comes, I took a day off work to stay at home so they can come and set up the router. Around 11.30am I received a call from the engineer saying that they wont be able to instal the router today cause the work with the cables havent been done yet. After his call I called customer service to ask details for this delay as I knew that there is no need of additional work outdoors prior our appointment to which from Customer service told me that their engineer has reported that he already been to the house but nobody opened the door for him and he couldnt gain access. This was a false report, and it wasnt true cause I was at home the entire time. I gave call back to the engineer on his number asking for his name which he did not provide and after telling him who he is talking to he hanged up the phone on me. I filed a complain against that engineer to which nobody came back to me with any outcome. We rearranged the appointment for another date which was yesterday, but since I was working I was not willing to take a day off this time so the appointment was supposed to be between 6PM-8PM in time where I can give them access to my home. After rescheduling they send me appointment confirmation with wrong time slot (1PM-6PM). I couldnt believe it!!!!!!!!! Once again I called back customer service and they told me not to worry that in the notes they’ve added that the appointment is for 6PM-8PM. Guess what? THEY RESCHEDULED MY APPOINTMENT WITHOUT NO NOTICE FOR 26th January 2024. At this point I already lost it and called customer service to cancel all this nonsense, it took me 50 minutes on the call to manage and cancel their ridiculous nonsense. They didnt want to cancel my package, on top of that they wanted to charge cancellation fees for installation that never happened. I was ready to drop everything at this point and proceed further on court as I have the evidence of all the calls and humiliation experienced. They would not get away with this anyhow. If you listen to my advice, do not ever try to work with them. Save yourself time, money, and nerves.”

Posted 2 months ago

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Virgin Media is rated 1.2 based on 2,134 reviews