Virgin Media Reviews

1.2 Rating 2,099 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 2,099 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
Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time. They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start... I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day. A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property. I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee. All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie). I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
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Posted 6 months ago
Worst customer service EVER! Been on hold for hours, chat won’t connect to an agent, I just want to cancel my contract but I literally can’t because I can’t get through to anyone!
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Posted 6 months ago
I've been with them for over 20 years but since Dickie Branson sold out to global it's a case of tough, we're offering new customers more. I did call as asked but all I got was pay more or tough attitude. Im on a discount but know of some paying the same but has higher speed and unlimited data on phone. Im happy with Smarty so all I want is faster speed. But good side is you can get in touch easy when there is a problem
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Posted 6 months ago
Most horrible customer service i have ever talked to. (Or tried talking to) I have no access to my online account, have a 50 pound credit, can't call them because supposedly i have an outstanding bill (which i don't as have yet to receive my first month's bill). The only option for me is chatting with them, which puts you in a queue. If you get lucky after a couple hours, somebody answers. You explain everything to them and they'll tell you they call you when its solved. Doesn't happen.. you try again, explain again. Give them all sorts of proof. They are trying to deny you your 50 pound credit. They happily say ah end of day ill transfer you through...
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Posted 6 months ago
I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.after I raised a complaint I simply got another reply asking me to raise a complaint. Still no credit of £50 to my bill which I was promised two days ago.
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Posted 6 months ago
Awful service. Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place. I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
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Posted 6 months ago
When the service works, it's OK, but if something goes wrong, it's horrendous. I've been without internet for 7 weeks now. No-one tells me what's happening, and I have had to chase constantly. I've had 4 engineer visits - none seem to know what's going on. I had to wait an extra 2 weeks for a specialist team (outsourced for some unknown reason) to come, because the road needed digging up. They never came, and I wasn't told, so I had to chase again, to find out it was rescheduled for another week's time. Dreadful dreadful service.
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Posted 6 months ago
it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..
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Posted 6 months ago
Hi I've gone back to vm for price only however my first DD hS gone out yesterday I did tell them my pay date was the 8th... also I've have a tech issue no tv since 20th August my engineer is booked for 2nd September is this acceptable??.
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Posted 7 months ago
Constant outages with no help. Automated responses, blatant lies from their customer service team mentioning there's an engineer on site looking at the issues. Postponing fixes of outages constantly. Terrible service, terrible company.
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Posted 7 months ago
READING THE REVIEWS I AM SURPRISED THEY ARE STILL GOING-THEIR CODE OF PRACTICE POINTS ARE, AND ARE VERY NECESSARY TO BECOME AN EMPLOYEE:- 1. ANSWER THE CALLER AFTER THEY HAVE WAITED FOR 20-30MINS - MAYBE 2. MAKE SURE YOU CUT THEM OFF AS OFTEN AS POSSIBLE 3. TALK IN LOW TONES AND NEVER MAKE YOURSELF CLEAR 4. ENSURE THAT YOU NEVER PROVIDE THE SERVICE THEY PAY FOR 5. TAKE MONEY FROM THEIR ACCOUNT THEY DON'T OWE 6. DO NOT SUPPLY ANY ADVICE OR COMMUNICATIONS TO ASSIST 7. ALWAYS KEEP INSINCERELY APOLOGISING 8. BE PROFICIENT IN GASLIGHTING/MAKE THEM REPEAT THEMSELVES 9. HIDE THE PHONE UNDER A PILLOW, PICK IT UP EVERY 20 MINS PRETEND YOU HAVE HEARD ABOUT THE ABYSMAL TREATMENT BY VIRGIN AND PATRONISINGLY SAY, YES, YES, YES TO EVERYTHING 10. KEEP YOUR FINGER CROSSED WHEN YOU ARE LYING TO THEM AS THAT IS OKAY WHEN YOU ARE LYING AS THIS EXONERATES YOU IF YOU CAN COMPLY WITH ALL THIS YOU WILL MAKE A GREAT MEMBER OF THEIR RUBBISH COMPANY
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Posted 7 months ago
We have been with VM for 20+ years. We only pay for Broadband as where we live, we are unable to support the phone line or tv. Therefore, have always paid a lower premium each month JUST for the broadband. However, this year we received communication that our new contract will change to £57 a month. This was a shock as their broadband/TV and phone package is only £34. We contacted to team to ask for our usual premium payment (which we know increases slightly each year), However, we were told the best they can do was £32 a month. We explained that this is not equitable as the package deal is £34 for broadband, tv and phone and we have JUST the broadband as our home does not support the other two features. So we contacted their retention team as to why we will be paying so much for JUST the broadband and why our payment will increase to £57 next year for one feature. We were transferred to ‘others in their team’ saying there is nothing they can do when we finally got through to a manager - we were ‘suddenly’ disconnected. VM does not care about their long term customers. Their services are regularly disrupted - more recently 2/3 days with no email. They are resting on their laurels with the notion as they have 'fast broadband' so their services, customer care, customer satisfaction is less than stellar.
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Posted 7 months ago
Hi I have been trying to call virgin for three days now I was put on hold for 3 hours and still no response
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Posted 7 months ago
HORRIFIC customer service and INFURIATING online system! I have been trying to get a debt removed from my account from 4 years ago for so long now and they are just not understanding my problem at all. I returned their router box to a physical store 4 years ago (employees there said it was fine to do so), but I have been charged with £17 for not returning it for all these years. No-one at virgin seems to understand the problem, offering insulting solutions and sometimes not even believing me! Because it was so many years ago, my account with them has closed so I couldn't pay it off even if I was in the wrong and I needed to! It is also absolutely ridiculous that you need to sign in to fill out a complaints form! It meant that I couldn't do that and complaints were only for customers which makes no sense at all! It took ages to speak to a proper person when phoning up who then did not understand my problem at all and the solution was to send a letter to my old address with the ''solution'' which was quite literally only this: ''Account info --> Account info changed'' Respectfully, what the hell does this even mean? This dept is preventing me from securing a mortgage and I can't even pay it. It is infuriating. I am never ever using any Virgin brand ever again.
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Posted 7 months ago
Awfull customer service, with near forced entry
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Posted 7 months ago
Virgin sold me a broadbandpackage and promised to install on a certain date. As that date approached I tried to call them to confirm it was still OK. After a long time on the phone waiting after using the automated system to get through to the installation department I was told it was another department. They then disconnected me. I started the process all over again and this happened twice more. The next time, I was told the installation could not go ahead as I lived in an area not suitable for broadband. They had sold me a package that they could not give me and then cancelled it without telling me. Next I tried to get them to delete my account as I could still see an active DD mandate against my account and I could still log in on the website. This took a further 1.5 hours and 7 different departments where they said since the account was not active it was the same thing as being deleted. They refused to confirm that they could or would delete any of my personal data in blatant breach of their GDPR responsibilities. AVOID THIS COMPANY AT ALL COSTS
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Posted 7 months ago
Absolutely terrible customer service. Called to cancel was offered a cheaper deal which I accepted but was billed double for 3 months. Loads of calls to customer service whose English was not good and lots of WhatsApps conversations, all complaints ignored. Virgin media has gone totally down hill. Leaving to go with another provider.
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Posted 7 months ago
The horrible company in the world. Keep raising my broadband to huge value and you can never reach their customer sevice line. Even my contract ends still charge me extra 30 days notice. I don't want to have any connection with this company in my life.
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Posted 7 months ago
Absolutely awful. My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.
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Posted 7 months ago
well what a useless shower, I waited in 5 half days, 3 no shows, 2 fails to connect. This is a company process lead, one part in UK one part in Philippines, completely unable to talk anything through as they can't move from scrip, cost me a lot of money and time with no reasonable explanation. Time to get rid of the directors, set up a customer based company, but of course money profit rules, customers are not a priority.
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Posted 7 months ago
Virgin Media is rated 1.2 based on 2,099 reviews