Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,359 Reviews

3 %

of reviewers recommend Virgin Media

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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

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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

“I’ve had poor tv and Broadband quality for many weeks now and virgin have confirmed it’s their faulty cable that needs replacing. Their engineers have been scheduled to replace the cable on two occasions and both times they have failed to show up. No phone calls or explanations or apologies from virgin. They just don’t seem to care.”

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Posted 5 months ago

“I was supposed to receive a hub from VM and took the day off. I called, both 02 and VM when the hub didn’t turn up. No help at all as usual. Received no feedback which seems to be normal nowadays. I put complaint in which I felt was necessary. As of yet no explanation.”

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Posted 5 months ago

“Worst company and customer service ever. Don't ever use this company. UK based company makes a massive difference. Call centres in India that are rude and racist do not help. Avoid at any cost”

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Posted 5 months ago

“I started my contract with you two months ago, but due to ongoing renovations at my flat, I was unable to install the broadband. Finally, yesterday, I attempted to set it up, only to discover that the broadband box was not brand new and I could not complete the installation. Of course, I contacted your customer service team for assistance. To my surprise, I was told that if I had called within the first 20 days after starting the contract, it would have been free to send an engineer to install the box. However, because two months have passed, I was informed that there would now be a £25 charge. This makes no sense to me. The installation would be the same, yet I am being asked to pay an additional fee simply because I have delayed the installation. I have already paid two bills without using the internet, and now I am being asked to pay an extra charge when I am finally ready to use the service. This feels both unfair and unreasonable. Other broadband providers who respect their customers are sending engineers to install equipment to ensure everything is working correctly, yet Virgin seems to charge customers for the same service at a later time. Furthermore, when I requested an email explaining why I am now being charged £25, the operator I spoke to refused, stating that this could only be discussed over the phone. I regret deciding making a contract with them. Please avoid if you don't want stress in your life. *And another thing: I wanted to raise a complaint, but their online form can't be filled (the name and address).”

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Posted 5 months ago

“AWFUL, AWFUL SERVICE. AVOID LIKE A PLAGUE. We asked to move address a month in advance, and instead they started sending us new bills a week later! We contacted them and explained the situation, and after waiting on hold for 30 minutes they disconnected our wifi service and HUNG UP!! Then followed another 2 hours of calls and being hung up on to get them to turn it back on and re-instate our contract for the remainder of the month. Appalling treatment and incompetent company. Now we are ending our service with them forever, and they are still demanding an early exit fee. If I had the time to take them to court I would...”

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Posted 5 months ago

“Completely Disgusting Experience I have signed a new plan (broadband + TV) At that moment, they notified my current provider of the termination. Virgin postponed twice already the installation date I am waiting for almost 2 months now. I have just cancelled the new contract and will be with my current provider. Shame!”

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Posted 5 months ago

“Avoid Virgin Media at all costs. This company is beyond corrupt and will wreck your credit file without warning, justification, or even basic communication. Their customer service is an absolute disgrace, and their broadband is a joke. Anyone even considering signing up with them needs to seriously reconsider. After being a loyal customer for over seven years—never missing a single payment and always honoring my contracts—they’ve destroyed my credit file out of nowhere. No warning, no acknowledgment, nothing. This is not just incompetence; it’s outright exploitation. Virgin Media is the most disgraceful, dishonest company I’ve ever dealt with. Stay far away.”

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Posted 5 months ago

“AT&T now own Virgin MEDIA SKY and 02 they are a Nasty piece of work far too expensive and their service keeps 😑 😒 breaking down they simply can't be trusted as you've heard all the horror stories about AT&T in the States well it's here now so avoid them like the plague just call BT on 0800800150 and sign up with them you will save yourself a fortune by telling AT&T to get lost!”

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Posted 5 months ago

“Didn't send us a single bill then threatened to cut us off. When we rang customer services on multiple occasions they were utterly hopeless.”

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Posted 5 months ago

“I have been misled by this company, which has been holding onto my money and asking for further deposits. Despite my initial payment yielding no outcomes, they continue to require additional funds before I can withdraw. I am thankful to have found a dependable organization like AMDARK LIMITED ** C0M that aided me in recovering all the funds they were preventing me from accessing.”

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Posted 5 months ago

“I wanted to turn a profit when I used this broker to invest my hard-earned money. But after achieving some early winnings, I ran into a lot of problems when I went to withdraw my money. The broker gave absurd explanations in response to my persistent questions. In a desperate attempt to find help, I turned to an industry specialist for advice, and he suggested that I get in touch with a specialized company that [deleted by editor]s assets from scams and schemes like mine. After doing a thorough examination, I came to the conclusion that M-E-R-S-E-Y-H-I-P.C-O-M was the best firm. I called them right away and gave them a briefing. They said they would do everything they could to help me as quickly as they could.”

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Posted 5 months ago

“dont use it never virgin media ,avoid them ,i had very bad experience with them”

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Posted 5 months ago

“I wouldn’t recommend virgin media to any one … 5 months without internet, constant lies , cancellations, rescheduling, not showing up… they haven’t even been logging my complaints …. Only 3 complaints they logged … I can assure you I’ve made 20 complaints in the past 5 months …. As I’ve wrote down everyday and time I made these complaints. Do not go with virgin”

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Posted 5 months ago

“I have been a Virgin Broadband customer for 15+ years. The last 2 years there has been a problem with intermittent loss of Broadband, sometimes going off for 5 minutes and up to hours multiple times a day. I have tried to get this sorted and have been fobbed off numerous times and even unable to use a mobile phone connected to the router the same time as watching streaming apps on tv. On the 9th of November an engineer was sent and he reported a problem with the cable in the street and he sent for Avonline to correct the problem. The Avonline engineer ripped the cables out connecting my property to the street and left. I was told someone would be out on the 11th November to reconnect us. No one showed, leaving us with no Internet at all from the 9th. We tried so many time to contact Virgin to see when our Broadband would be re connected as I am disabled and rely on Internet for shopping etc as I am unable to leave the house. Eventually got through on Chat bot and was informed an engineer would be out on the 21st December which would leave us 6 weeks without internet. Disgusting service. No one at Virgin seems to care that you are paying for a service they are not supplying. I am now switching supplier with only 5 months left on my contract. If I could give 0 stars I would. Disgraceful company. They should not be allowed to trade under any circumstances”

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Posted 5 months ago

“Over the length of my contract they have dramatically increased the price, whilst the reliability has declined. The service had quite a high ping time, and the upload speed is poor at best. The supplied router offers a pretty weak WiFi signal and the admin controls are slow to load and use. When I came to leave, it took 4 hours on their 'help' chat to try and stop them continuing to bill me after disconnection. For the price you pay, including the prices offered to new customers, you can do a lot better. This is true for service, speed, and price.”

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Posted 6 months ago

“I'm extremely disappointed with Virgin Media's WiFi services and billing practices. Every month, I'm charged excessively for my internet usage, with no clear explanation or breakdown of the costs. Despite consistently paying my bills on time, I've noticed repeated unauthorized deductions from my account. The lack of transparency and erratic billing has caused significant inconvenience and financial strain.”

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Posted 6 months ago

“Virgin Media has taken us in the trenches the past two weeks. On Sunday, October 27th around 6 pm our wifi went off. It wasn't back the next day, and the following days either. I called them on Wednesday, explaining the situation and they've tried troubleshooting the modem remotely.. that didn't work so they've booked a visit so they could take a look at it, the next friday. On Friday, they came really early which I was really excited for thinking this would be the end of our dread, but to no avail. It took them an hour to check all the cables before letting us know that we had no issues with our modem or cable work, but that THEY had an issue of cabling and that the whole area was without internet. They also couldn't tell me when that issue would be fixed. Our house is registered with a business account but this is the service we get ? Their staff was lovely, really apologetic and competent. I think had the issue been on our hand they'd have swiftly been able to remotely fix it, however, they're not that knowlegeable since they should have been able to tell us on Wednesday that there were issues with their cable work. On top of that, they had no fix, left us in the dark without any idea of how long the problem would persist. All we got was "sorry" which is nice but this is a service. Had we not paid our bill a sorry wouldn't have been enough to fix it right ? A gesture while they were navigating this issue would have been appreciated. People work from home, people study from home, in total we had no internet for 12 days. Think twice before getting a contract with this provider.”

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Posted 6 months ago

“Having failed to port a number and then failed to cancel the order during the 14 cooling off period I raised a Complaint which has been appallingly handled by a series of untrustworthy incompetents. Still not resolved and further lies and obfuscation have made matters worse. The final insult is charging me for the hours wasted speaking to their so called Resolutions Team which seems to comprise hard to understand people with no authority, understanding or common sense. Sadly this appears to be the experience of the majority of VM customers who seek any level of engagement beyond paying the bill and hoping things work.”

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Posted 6 months ago

“Don't know where to start... Long story short is Virgin are OK until you have issues or problems and have to call them. Was told so many times over the years about the wireless speeds being dependant on this and that, only then when moving to CF 1Gig you realise the drivel you where told that wasn't true. The WiFi I get with a competitor is nearly twice as fast and nearly half the price, wish I knew what you where paying for. ...and I actually hoped it was just at 1 address BUT NO, 2 different addresses as well, just as useless. Cut off connection a month before they where suppose to, despite calling them to check, despite spending 3 hours speaking to 10s of people trying to get an answer... And yep even after they got it all back up they disconnected it again by mistake. Then there's the time they DIDNT disconnect me, the left the phone line open... 2 months into OfCom complaint it comes out that they where measured on disconnections and if they leave the phone line open it doesn't count as one, caused 3 months of hell, £50 compensation... That took 2 months to issue. From beginning to end, just horrific... As I said at the beginning, great if everything just works... If you ever need to call, prepare to be met with lies (including being told they couldn't raise a complaint because it's an internal problem), so called engineers telling me 1Gig network ports don't run at 1Gig etc etc Switch to a company that takes your business seriously.”

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Posted 6 months ago

“Easy and relable, cost effective and very helpful customer service....The deal with o2 is brilliant.”

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Posted 6 months ago

Virgin Media is rated 1.2 based on 2,359 reviews