Virgin Media Reviews

1.2 Rating 2,100 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,100 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 25th March 2024
Michael Adams
Virgin Media 1 star review on 24th March 2024
Anonymous
Virgin Media 1 star review on 6th March 2024
Anonymous
Virgin Media 1 star review on 31st January 2024
Anonymous
Virgin Media 1 star review on 15th November 2023
SamB3711
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
Virgin Media 1 star review on 26th October 2023
Ivaylo R. Hinkov
36
Anonymous
Anonymous  // 01/01/2019
After three months of intermittent/ no wifi, it was temporarily fixed for a few weeks. But now service is down again. Virgin have changed fix time three times in space of 12 hours. Useless. Very bad customer service. This is so distressing yet they just don't care. Got very little compensation the last time round. They pride themselves in upsetting their customers.
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Posted 4 months ago
Worst customer service experience ever. They put me on hold for 50 minutes until I hung up the phone. They just put themselves on mute and pretend they don't hear you. If their broadband speed is as fast as they deal with your problems I'm glad I cancelled the contract with them.
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Posted 4 months ago
For a communication company Virgin… For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn’t even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error “page not found”, computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don’t understand the words “i want to cancel” and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If Reviews had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere. Date of experience: 23 October 2023
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Posted 4 months ago
To explain in more detail We have been with Virgin for 10 years, every 2 years we have signed a new contract and every year its gone up quite a bit. We stayed with them because they had the fastest broadband but this year they dont! We dont use the landline so we can get rid of that, we dont really watch anything we cant get on freeview except tnt sports which we can get for £15 a month. We would of stayed but we had a dispute where sometime in the last year we found out that they would be putting the price up but if people wanted to leave they could, this was music to our ears! I rang up to find out if this would apply to us and I was told in no uncertain terms that it wouldnt, ****! Fast forward about 5 months and the remote breaks, we order a new one and they send us a package with nothing in it (they did the same to us only a few weeks ago and we hadnt even ordered a new remote?!). I login to find out the account number as I needed to speak to them about this only to find out they had been charging us more money for the past few months, I was livid! I ring up, I tell them I was told that we wouldnt be part of that and the lady on the phone lied to me about being able to listen to the call from that previous call, she basically told me anything I wanted to hear. We did end up getting this resolved but that isnt the point, I am someone who will hunt situations like this down to their conclusion but how many people wont/dont even know they are being over charged? They must make millions from basically stealing from people and its wrong! So our contract is up in a few days, I rang up so I was going to give them 30 days notice just so I didnt get pro rata charges and guess what, they still tried it, I told them that I was giving them notice to cancel and wanted that to be set in place exactly 30 days from what when contract finishes, guess what they did, they cancelled it from that day forward so I had to pay an extra little but of money! So they said the best deal they could give me was like £60, this didnt make sense since I had been with them for 10 years and I could get all I needed for £40 a month (although I needed to buy a freeview box or a new tv). I cancel the contract then days later I get a call offering me my package for £40 a month, I tell them I am not interested! Funny how they can just knock off £20 out of nowhere and couldnt be good to such a loyal customer! I was considering going with it but then they tell me (after probing) that they now had a term in place that they can up the price when they like and I would not be able to cancel, no way am I going for that I say! So no fast forward some more days and I get an email, this offer is £44 for my package I alrteady gave but its now a "bigger bundle". They say that its for 18 months and even though they will put the price up it will only be inline with inlfaiton 3.9% and after 18 months when it goes up to £80+ we can cancel. We still dont go for it! However as time goes on its becoming harder and harder to find a tv or freeview box that works like we want and because my mother is ill and has limited movement we need a remote she can use easily and a system she can use easily. So we decide to go with the deal. I sign up online, great I think. Then I get a confirmation email saying the deal is now £40, thats strange, that isnt what I agreed to, anyway we dont think too much about it. Then today we want to watch the football only to find out we no longer have tnt sports, they "upgraded us to a bigger bundle" and removed one of the only things they had going for them! This is not right I think, I login to my account but it tells me I am on maxittv package, this package has tnt sports?! I spend all day on whats app because their phones are too full of people likely wanting to cancel or to sue them! They tell me that I am not on maxit tv but mega tv 3, I thought maybe I was still on the old package until the turn of the month but that wouldnt make sense since if that was the case I would still be able to use tnt sports. The amount of reviews I have read that say the same thing. This company needs a class action lawsuit against them, they must owe millions to people. They are theives, they are scammers, they lie and there is no recourse! If I did this on the street, if I sold someone a bag of gold and they find out its actually lead, I get arrested, but Virgin are able to carry out fraud on a national scale and its fine. I am so upset about this I can barely type fast enough. Its disgusting. But I tell you what, go with a broadband provider and get freeview! Who watches sky cinema anymore? You can get tnt sports cheap as a solo deal, no one uses home phones so get rid of it, sky sports is the big outlay but again its likely you can get broadband for like £15 a month and a sky sports package for £30. Skysports with virgin broadband likely costs £60+ Do not go with them, they will put your price up whenever they feel like they, when you call up, unless you have some real tenacity then you will be exhausted and give up. .
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Posted 5 months ago
They want money for services they don't provide. if yo move house to an area where it isn't provided, you still have to pay them. "It's in the contract." Well, it's a stinky unfair unjust contract, isn't which is tantamount to legalised theft. You want something for nothing. You want to be immunised against risk. I'm not. I have to take risks - that's life. But these parasites don't believe in taking risk. For them, you own them come hell or high water, even if you move home and literally are not using their signal. I wish I could do that in life. Take money for providing absolutely no service. Set up crooked contracts and get away with murder. Scoundrels. Parasites. Leeches. SLAVERY HAD "TERMS, CONDITIONS, CONTRACTS" ... SOOOOO... THAT MUST BE MORAL TOO, ACCORDING TO YOUR DEFINITION?!?! LISTEN, YOU ARE TAKING MY MONEY FOR DOING NOTHING. THATS STEALING. STOP DEFENDING IT. CONTRACT OR NOT. BARE-FACED SHAMELESS THIEVES!!!!!!!
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Posted 5 months ago
Been a customer for years but decided to leave due to costs,I tried every no on their site No good the minuts you press no 4 to leave you are at the back of the que for the day,after 2 days of this i decided to write to Sunderland and Reading ( recorded delivery) I also returned the router,after a few days a woman from the Resolution Team called me,lets hope it is finished.
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Posted 5 months ago
Absolutely the worst customer service of any company I've ever had to deal with. Can't ever speak to a human who can fix your problems. Just a bunch of rip-off merchants. Ofcom should revoke their operating licence.
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Posted 5 months ago
I never had a service that was so terrible in my entire life. The wifi never works, I ordered a wifi pod to improve the internet speed that was supposed to be free. Guess what ? it didnt work and i had to pay for it. At this end of this yearly contract nightmare i stated i wanted to opt out but of course there is a minimum fucki***g notice that u need to give them of one month to end the contract. In that period u pay 2£ a day for the wifi. I wish the worst health problem to the people who design this service. Hope the you ll suffer slowly and constantly. Nothing that pisses me off in life as first thing in the morning i have to call your fuc***ing Virgin Media customers service because you took more money from my bank account. Guess what? they never give even a 0.01£ back. MISERABLE JACKALS !!!!!!!!
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Posted 5 months ago
Made one online enquiry and they won't stop calling me. Absolute travesty of a company. Avoid at all costs.
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Posted 5 months ago
My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out. Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first. Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments. In the meantime money has been taken from my account for billings and services I am not even using... Currently, I am looking for ways to legally seek my rights. Avoid this company they are frauds and will give you only extra trouble and problems. They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...
Virgin Media 1 star review on 26th October 2023 Virgin Media 1 star review on 26th October 2023 Virgin Media 1 star review on 26th October 2023 Virgin Media 1 star review on 26th October 2023 Virgin Media 1 star review on 26th October 2023 Virgin Media 1 star review on 26th October 2023
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Posted 5 months ago
What hasn't gone wrong?? Ive been with them for years, at the beginning the charges were OK, it was fibre and no one else did that, also customer service was OK, with some people being really helpful. Just lately though they seem to have been hiring people who could get a job with TalkTalk. They went to put their prices up so I wanted to change the package. Every attempt to get in touch with them about this involved going round the same hopeless circuit of chat with a bot that resolved nothing. I then made agreements by phone for new packages at agreed lower prices - but the bills were still at the new sky high prices. Tried again, same thing. Any complaint? - tell the bot. I'm now "restricted" so no broadband at all. They are stinking liars, dragging out the arguments so they can charge for another month. I wish I never signed on with them.
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Posted 5 months ago
Honestly not worth the money you pay for. Internet is always going down, they won't even give you compensation. It is beyond rediculouse
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Posted 5 months ago
Should be allowed to vote zero stars. Don't pay compensation for down time, have to jump through hoops to cancel a TV addon despite them advertising you can do it online.
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Posted 5 months ago
The worst!!!!!!! worst decision you can make is to choose Virgin as you broadband provider! You will never get the internet speed you pay for, almost impossible to cancel contract as customer service teams keep disconnecting calls, as soon as your call is being transferred. Pay more and go with other broadband provider, trust me...
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Posted 5 months ago
They are 0 don’t worth anything poor customer service and never answer your complaints their manager are nothing they are worth nothing giving hard time to everyone at everything two months still they can not solve my problem
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Posted 5 months ago
My emails stopped working today - told that the ntlworld.com email address has been discontinued. No-one has let me know - anyone else having the same problem. My husbands emails are ntlworld.com and they are still working! I keep getting a pop up box - spoke to numerous advisers finally and was told to set up a new gmail account. Not IT savy!
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Posted 5 months ago
TERRIBLE, TERRIBLE, TERRIBLE COMPANY. USELESS TO ANSWER THEIR CALLS, HORRIFIC NON EXISTENT CUSTOMER SERVICES, APPALLING CALL HANDLERS, NEVER CALL WHEN THEY SAY THEY WILL. HAVE NO INTEREST IN THEIR JOBS WHATSOEVER. THINK IT'S AMUSING TO TREAT CUSTOMERS BADLY. IGNORE ALL EMAILS. DON’T DEAL WITH ANY ISSUES. CHARGE YOU WHEN THERE'S NO CONNECTIVITY. PRETEND THEY HAVE COVERAGE WHERE THEY DO NOT. REMEMBER IT'S NOT CHEAP IF IT'S A GARBAGE NONCHALANT COMPANY WHO ATTEMPT TO BESMIRCH YOUR NAME BY STATING THAT YOU'RE A CREDIT RISK AS A FORM OF REVENGE WHEN YOUR SCORE IS 972/999. READING THIS AND DISMISSING THEM ENTIRELY WILL REALLY SAVE YOU MONEY, TIME AND YOUR SANITY.
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Posted 5 months ago
Moved my house but they couldn’t fix my internet in four days
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Posted 5 months ago
Steer clear @virginmedia What a shoddy customer service. Just been told by their customer service representative that they are not prepared to investigate complaints..which means no log of complaints, no deadlock letter & therefore you can' take your complain to ofcom !
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Posted 5 months ago
I have just left and joined community fibre. My partner died and I needed to sort out my new package which was £20 more than before and I simply could not get hold of customer services. They may have ok broadband but it simply isn't worth it for the quality of the service. They are unhelpful, you have to wait hours on the phone to speak to a person and unless youre leaving....it takes even longer to speak to someone. The second I let them know I was leaving I got emails back and people spoke to me but by then I'd already sorted my £19 broad band for the same level of broadband which is £25 cheaper than Virgin offered (with no perks and terrible service). I wouldn't recommend them or use them ever again. They are truly the worst company I have come across....protect yourself and just go elsewhere.
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Posted 5 months ago
Virgin Media is rated 1.2 based on 2,100 reviews