Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,137 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

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

Sort by: Highest Rated Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“So poor and unprofessional customers service also impossible to get through”

Helpful Report

Posted 1 week ago

“As a 75 year old pensioner tried to ask why price increase was more than pension all woman kept saying government responsible kept putting me on hold no further forward no respect for loyalty or people's feelings”

Helpful Report

Posted 1 week ago

“Been with virgin 20 years ,but lately I am disgusted ,try to speak with someone they can't understand basic language, and can't spell basic name.i had a sore throat after twice attempting to make them understand but to no avail .please folk don't sign up to this company they are shocking”

Helpful Report

Posted 1 week ago

“Firstly one star is excessive, vm have made ending my contract the most horrible experience ever I spent hours trying to leave this company ultimately they disconnected my landline and broadband, (I will be a pensioner next month may 2024) I am severely disabled and their actions have left me in an even more vulnerable state, I say to you good people who are having or had nightmare experiences with vm don't give up persevere with your complaint, and anyone who is thinking of joining DON'T”

Helpful Report

Posted 1 week ago

“Tried to renew my contract which ran out in January. Nightmare, talked to a bot that's useless then three hours to various people trying to sort out a new deal. Ends up being £20/£40 more than I'm paying now when out of contract! If I was a new Customer it would be £40 cheaper for the same package. Is that the way to treat loyal customs of 15 years plus. So it's goodbye Virgin. What has happened to this Company?”

Helpful Report

Posted 1 week ago

“I have cancelled my contract I will never return to them, and I don't recommend anyone to join these scams.”

Helpful Report

Posted 1 week ago

“We're do I start I signed on my door step the fella seamed nice gave me a bargain half price I'm was paying even though I told him I was in a contract with mine broadband,he said don't worry we do everything ,we pay any leaving fees all I had to do was sign and cancel my DD to my supplier how wrong was I ,got it all installed then wam ,old supplier knew nothing about it ,told me I owed £500 disconnection fee plus 2 months fee £ 64 a month .after a phone to Virgin they have agreed the sale was wrong and cancelled it and waiverd any fees due to them hopefully the sales man will be repremanded, please be aware of these sales men”

Helpful Report

Posted 1 week ago

“The only thing I can say about this sorry company is the internet is stable however the customer service is the worst I've ever experienced in my whole life. They have added Netflix premium to my account without my permission I've been trying to since October 23 to get them to remove it They say all the right things when you call them up on the whole but then do nothing I've now had to resort to the ombudsman I would recommend steering clear of this company their telephone service is absolutely appalling staff often rude disinterested and only want to read from a script once you've hung up the phone I'm convinced that they just forget about your query and do nothing about it I am now being charged for a service I didn't ask for can't access and can't get them to remove. The one star is for the internet service only.”

Helpful Report

Posted 1 week ago

“How on earth do you speak to someone from this company??? Everything I try leads me in a circle. Their communication between their call branches and installers is all over the place. They don’t pass info onto each and I’ve spent hours trying to tell them that a job had been done. They didn’t believe what I said and then they finally fixed the problem from a lot luck drive by. They need to sort it out”

Helpful Report

Posted 1 week ago

“Completely lied to me adbout a contract. Said it would be a specific price then in the small print it was £30 more!!!!!!”

Helpful Report

Posted 2 weeks ago

“Never use Virgin Media again. I have been a virgin media customer for the duration of my contract. My contract ends on 26/04/2024 I rang virgin media on several occasions to not renew my contract and wasn’t offered a better deal. They advised me I have to call 31 days prior if I don’t want to renew. Albeit rang 2 months prior stating don’t want to renew. They told me I have to pay extra charges for not notifying them of cancellation 31 days. I am very angry and annoyed that a big company like yourself are extorting extra money from your customers. There’s been times where I’ve had no internet connection but never complained. All I’m asking is my contract ends on 26/04/2024 and do not want to renew, I’m happy to pay for the service up to 26/04/2024 and not up to 07/05/2024. You can have it both ways as for example if we exit it early we have to pay a fee and or contact ends a not notifying you 31 days prior you have to pay additional charges. Not happy I would like this escalated please.”

Helpful Report

Posted 2 weeks ago

“Virgin Media advertised high-speed internet in the area of my new home. I need internet for work so signed-up. The installation process was fraught with issues, with delays and late-cancelled appointments by Virgin Media ultimately culminating in Virgin Media admitting defeat and withdrawing from the agreement on the basis that it was too costly for them to fix their infrastructure to deliver to my property. When the compensation promised online and by customer services was not forthcoming I engaged the Ombudsman. Virgin Media continue to protract this process and are currently disputing the Ombudsman findings. On the whole the experience has been horrid and expensive. Virgin Media should not be allowed to advertise services and compensation that they cannot or will not deliver. I never want to deal with Virgin Media again. Update: The ombudsman has found again in my favour but Virgin Media still hasn’t paid. It appears they are waiting until the very last moment to pay-up what’s owed. The note from Virgin Media below was not backed-up with any action whatsoever. Update 05/04/2024: The deadline for settlement ,set by the Ombudsman, was missed by Virgin Media yesterday. Again, the Ombudsman and I are inconvenienced in escalating the issue. What next? Courts? Bailiffs?”

Helpful Report

Posted 2 weeks ago

“Dreadful customer service, I currently have no broadband, no telephone. Took 20 mins to actually get through the ‘press button/AI’ system before speaking to an advisor who I couldn’t understand due to poor connection and who ultimately disconnected the call. I borrowed a neighbours mobile to do this. Issue still not resolved. Not the first time I’ve had problems. definitely won’t be signing up to another contract with Virgin. And I believe they now want digital landlines…perhaps ask customers what they want. Very dissatisfied.”

Helpful Report

Posted 2 weeks ago

“Installation was a disgrace, very a mature, exposed cables, cover hanging off and held together with sticky tape, that’s the outside”

Helpful Report

Posted 2 weeks ago

“Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house. When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team. I can’t call 150 because my landline is out. I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu. It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt. Going to try to post this now before the broadband goes down again!”

Helpful Report

Posted 2 weeks ago

“Shower of crooks and lying bastards aftert paying bills and leave they hound you saying you still owe them and put your into bad credit rating”

Virgin Media 1 star review on 3rd April 2024

Helpful Report

Posted 2 weeks ago

“I advise anyone thinking of getting virgin media to think again. It’s by far the worst company I’ve ever dealt with in my life. They are disgusting liars. Please please please stay away. BE ADVISED”

Helpful Report

Posted 2 weeks ago

“I’ve made several complaints about a disgusting mess virgin media’s foul mouthed arrogant ignorant cable laying contractors have left in our area and virgin media couldn’t care less then they come knocking to see if you want to join NO CHANCE !”

Virgin Media 1 star review on 2nd April 2024

Helpful Report

Posted 2 weeks ago

“Well I am going into my third week with problems with my email. I was assured that a supervisor named Daniel was taking over my case seems like I was wrong. You have a choice phone and get advise by people I find hard to understand and I get nowhere or on Messenger so it's 20 minutes before you get a reply. This is taking literally hours and we are getting nowhere!!!! PLEASE TAKE MY ADVISE AND GO WITH ANY OTHER COMPANY APART FROM VIRGIN!! WISH YOU HAD ANOTHER OPTION 1 STAR IS DEFINITELY TOO HIGH!!!”

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Posted 2 weeks ago

“Very very bad and worst network I have ever experienced”

Helpful Report

Posted 2 weeks ago

Virgin Media is rated 1.2 based on 2,137 reviews