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Virgin Media Reviews

1.2 Rating 2,143 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,143 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 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 !!!!!!!!”

Posted 5 months ago

“Made one online enquiry and they won't stop calling me. Absolute travesty of a company. Avoid at all costs.”

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

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.”

Posted 6 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”

Posted 6 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.”

Posted 6 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...”

Posted 6 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”

Posted 6 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!”

Posted 6 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.”

Posted 6 months ago

“Moved my house but they couldn’t fix my internet in four days”

Posted 6 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 !”

Posted 6 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.”

Posted 6 months ago

“MOVING HOME. We we're supposed to move on 02 Oct 23 which was scheduled with Virgin Media through their website. Later on, I requested for rescheduling of moving home on the 30th of Sept. Which was also done via Virgin Media website. As per chat conversation it was authenticated. We waited and still waiting for the personnel to arrived but to no end, so we have to que for an hour just to have a live conversation on the phone. Guess what, it says my request was not on the list, so the online person (call centre) suggested to pass me on the other phone number because she wasn't trained for this moving home request. Again, another hour and no live conversation was happening. I had to cut the phone line coz an hour waiting is really really annoying. I have to call again the following day. It's very disappointing and to think that they are very very good in marketing but when it comes to issues like these, they just don't care knowing that we're stuck with them until the expiration contract ends.”

Posted 6 months ago

“I've been dealing with persistent issues from Virgin Media for several months now. Despite multiple technician visits, my internet connection remains unreliable and slow. This ongoing problem greatly affects my work and meetings as I primarily work from home. Getting in touch with someone from customer service who can actually resolve the issue has proven to be a daunting task. I've spent hours on hold and spoken to numerous customer service representatives, but all I hear is apologies and a repetition of what I've already explained. If you have hours to spare on the phone or don't require a stable internet connection, Virgin Media might be an option for you.”

Posted 6 months ago

“Disappointed!!!!!!!!!! My acc no 800625203 Today morning virgin media took £70 from my bank but my monthly bill is £31 , they took the money without informing me , when I call the customer service they aren't helpful and rude 😑they simply hangup on me . They can take my money buy they can't explain me or give a good reason. Its a biggest scam 😪 taking peoples money without letting them know!! Its a biggest scam for sure !! As a more than 5 years customer i had enough now”

Posted 6 months ago

“Honestly - avoid this company at all costs. Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous. When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything. The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising. Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly. Stay well, well, well away from Virgin Media.”

Posted 6 months ago

“Dealing with this company loses you the will to live. This is moving house where going through everything the agent just failed to action the move. Then another phone call which took over an hour in total. I am now being bombarded with messages on the return of the equipment whilst I’m still awaiting the packaging. I’m now unsure whether packaging is needed although I have given an address to where it should be sent. I can’t stand the thought of another hour on the phone. Appalling customer service, why is it you just can’t get through and speak with someone without having to go through many selections and ending up with a pre recorded message which just ends as it did with me when I selected billing. I was trying to find out about a £7.50 late payment charge when the bill is always paid by D.D. I’ll live with the charge, not worth pursuing, wrong though”

Posted 6 months ago

“Awful customer service Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.”

Posted 6 months ago

“This is the rudest, most confusing company I've ever dealth with. First I was supposed to get an email from the person I spoke to on the phone and set up my contract with, regarding my contract and a discount I was supposed ro receive, explaining this. I never got it. Second im trying to install the box I received but there's already a cable in the wall which I need to replace. I called for help, but it took me 10 minutes to go through the ridiculous options in the menu to finally have the right department. When I spoke to someone there was so much background noise I couldn't hear them. She reassured me she could hear me, which obviously doesn't matter if I cant hear HER. She asked me confusing questions i had no idea what she was talking about. Literally all I want to know is how to replace the cable in the wall. When I got confused and asked her what she meant, she told me to look up the contract. I did. She asked for specific information and I told her I didn't understand her, as this is not my first language. I kept asking for her to repeat her question or maybe explain in a different way. She hung up. Absolutely appaled by the customer service, the unprofessional attitude and lack of help.”

Posted 7 months ago

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Virgin Media is rated 1.2 based on 2,143 reviews