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Virgin Media Reviews

1.2 Rating 2,156 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,156 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 1st May 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

48

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 called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.”

Posted 9 months ago

“Probably the worst broadband service in the world, please avoid at any cost!!! This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem. Avoid if you don't want a big headache!”

Posted 9 months ago

“I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done) I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again. They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!) Avoid this company. Avoid it at all costs as I have never had such a shocking time ever! Honestly, I have wasted soo much and too much time with them. (Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)”

Posted 9 months ago

“PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill. For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING.. **whopping increase of 103.5% to £57.00 per month!** I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?' Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered. i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations. Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin. More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud! The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt! 'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry! The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat. The final question raised was the inconsistency in discounts available between the calls and Virgin employees. 'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !' I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings. In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of. How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'. DISGRACEFUL !!!!!!!!! Date of experience: July 22, 2023”

Posted 9 months ago

“DO NOT JOIN THIEVING VIRGIN MEDIA. I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems. Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault. Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging. YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA”

Posted 9 months ago

“Poor customer service.and they need to speak English not India”

Posted 9 months ago

“The customer service is terrible I've been with virgin media for many years now time to move to someone else they don't know how to treat there long service customer's”

Posted 9 months ago

“Terrible customer service. I would never consider using Virgin media again.”

Posted 9 months ago

“I've had Virgin Media broadband for a year and it worked okay. Sometimes it would disconnect, so it wasn't great. But when I cancelled my account after moving out, they bombarded me with calls for days and days. Also, they didn't clearly write in their cancellation email what my last bill was - I am now being billed incorrectly and have no proof of that phone call. They have terrible customer service, and the constant phone calls about why I cancelled did NOT stop after I picked up and answered their questions, instead, other people continuously called me with the same questions. So not only have I been billed incorrectly, I can't officially complain because they've cancelled my account. Throughout my contract with them, they have been useless. I wouldn't recommend them to anyone.”

Posted 9 months ago

“I was on the phone for more than 2 hours today and was been passed from one line to another because they couldn't deal with my issue or resolve my problem and get me to the right line. On top of this three different agents decided to hang the phone on me and this happened 3 times and am sure because they are clueless to able to sort my problem. As it was 3 times the phone got hanged up am definitely sure it was deliberately done and was clear it wasn't a connection issue especially having been on hold and from one agent to antoehr for 2 hours. This just shows the poor as well as the rudeness customer service virgin provides and the lack of knowledges as some of your staff did not have a clue what the consumers rights act 2015 is, which I had to Explain to some agents. My complaints are still not sorted and my mobile handset is now 2 weeks without service so it does not do it's required job or as promised in the contract. I will be taking this further and definitely making complaints online as well as never recommending any of my friends, families or people I know to virgin anymore. It is ridiculous that I've been waiting two week without any service and still getting charged for the handset contract as well as the sim plan even if the handset is faulty and unable to use at all. I will take this to next level even if it goes to court. I would definitely say to everyone that is planning to join virgin media is to keep away as they never deliver what they promise nor have the right staff that can help you or guide you to the right department based on your issue. Keep away and save your money as the contract we took is not been met and problems are not solved. Furthermore if you try to complain it just goes unnoticed and you will be just transferred from one agent to another with no solutions. Also note that my issue with my phone started when they migrated to 02 and now my handset is faulty as it does not have any service at all and virgin media are refusing to sort this issue and fix it.”

Posted 9 months ago

“I phoned virgin media to cancell my broadband package as I found I could get the speed I wanted for half the price else where. After being kept waiting on the phone for what seemed like hours I then was passed to a guy who I could hardly understand what he was saying. I made it clear I was cancelling my contract. This procedure happened time and time again after I kept finding they were still taking money from my bank account every month. After several months I gave up and told my bank to cancel the direct debit. Virgin Media have now given my details to a debt agency saying I owe them money. Virgin Media are disgusting!!! They owe me money, they have illegally taken money from my account for months after I cancelled. I have today read that Ofcom are investigating them for making it difficult for people to cancel their contracts and leave. All I can say is that their Senior Management team should be ashamed of themselves. I wouldn't even rate this company 0 Out of 5 , I would say it would be about -3 and that's being kind.”

Posted 9 months ago

“Virgin Media don't deserve even one star. They are just ripping off people. Never ever recommend to anyone. In three month time they changed my price plan three time. So I cancelled it after ringing them more two months time. Their customer services doesn't have any clue about their job.”

Posted 9 months ago

“Virgin email is unusable - goes down almost daily”

Posted 9 months ago

“My experience with Virgin Media has been extremely disappointing, primarily due to the issues I have encountered with their billing department. The main problem I have faced is that payments have been deducted from my account consistently, even though the broadband router has not been connected by Virgin Media's fitters. To make matters worse, the broadband box was left outside my property, and there is no router or modem on site, nor have the wires ever been connected. This means that for a total of six months, I have been paying for services that I have not been able to use. This situation is completely unacceptable and has left me feeling financially burdened and deceived. Despite my efforts to address this issue, including previous telephone conversations with Virgin representatives, no action has been taken to resolve the problem. I was assured that the payments made would be refunded and that my monthly payments would be put on hold until the services were successfully installed at my new property. However, I have continued to receive monthly bills for services I am not receiving. I am deeply disappointed by the lack of accountability and responsibility demonstrated by Virgin Media's billing department.”

Posted 9 months ago

“Awful service. Wont let you leave even after not having internet for a month. They make you wait another 30 days to do a so called test or u have to pay to leave even though they are in breach of their contract. And then they offer you compensation for 10 days when its been 30days with no internet but you do not see a penny of it because when you cancel they do not give you your compensation and say they can only add it to the bill. In order to cancel after 30 days of testing they say you have to cancel and it takes another 30 days so thats 90days of no internet with 10days worth of non existant compensation.”

Posted 9 months ago

“Appalling service! Following receipt of a bill saying my contract was ending I contact Virgin and was advised that the price was increasing the next day from £43 pm to £82 (!) I wouldn’t have known otherwise! Worth also mentioning that I have been a customer of theirs for the past 12 years. Following that initial call, via India, who then transferred me as I said I was unhappy with this increase and the offers suggested, and after some negotiation with a Customer Service representative based in the UK, it was suggested that a revised bill of £48 pm could be offered bit that he would speak to his manager and get back to me the following week once he had sought approval to reduce my monthly bill to £42 with a reduction in broadband. Two weeks passed, no phone call back, so called again, this time via the Philippines. A different set of figures were quoted but accepted a downgrade in TV channels for £38 pm. I soon realised that the downgrade meant my regular channels had disappeared so called the next day, again someone from overseas, asking to revert back to what I had pre increase, but overnight the price had changed and was now £53. I was then put through to a UK customer service person, a lady based in Sheffield, who said with a discount I could have the original package that I had with no changes for £43, which of course I accepted. This was 2 days ago. All was fine, channels back on yesterday.. then today they’ve been removed again. After spending around 2.5 hrs today trying to get this reinstated - assuming a fault - I was advised that the package I had was the basic.. after much checking and going back and forth, being put on hold, was told that this would require a price increase to £53. Absolutely no logic or consistency. I asked to be transferred to customer services UK but was told this wasn’t possible. Frustrating doesn’t cover this. No joy, hung up, tried to call using the options previously given to get me through directly to the UK team but ended up overseas with no resolution. I insisted on being put through to the UK customer service, and eventually got through after a 52 minute wait. I explained exactly what had happened, that there must have been a note of who agreed the £43 - or a phone call recording to verify our conversation specifically asking to revert to the same package as I had before, including Sky Crime, but he said he could only offer this for £48. I asked why the previously applied discount, reducing to £43, wasn’t being applied and he advised me that he’d already used up his discount quota and any previous discounts couldn’t be retained. I asked if he could speak to a manager about this, but be said it wasn’t possible. So by the end of this palaver I was so frustrated I have now given notice. Virgin services haven’t been as reliable either, with frequent disruption to broadband, to a lesser extent the TV channels. Trying to get through on the phone is ridiculous and the general inconsistency in pricing does Virgin’s reputation no favours. Impossible to recommend on this basis.”

Posted 9 months ago

“MUST READ BEFORE YOU CONSIDER THESE LOT If I could rate them zero I would a) signed up to them and was told an engineer would be round on X date between 10am and 2pm - took the day off work....got a call at 2.05pm saying the engineer could not attend b) we rearranged it, to Monday - took that time off work too - again, engineer no show c) I tried to cancel my agreement within the 14 day cooling off period (actually after 2 days) - they created about 100 barriers to stop me...each person telling me I had the wrong department, and then they hung up d) finally spoke to 2 separate people to confirm that my 'contract' was cancelled and I owed nothing....then I get an attempted direct debit 30 days later e) then I call again and they apologise and confirm it is cancelled and that I should not have got the bill f) more than a week later I get a threatening letter saying I owe them money (I allowed for sufficient time to pass after point e....so basically they took no notice) So now....I am being threatened with court.....honestly cannot believe this. Genuinely - I work in tech and finance...and its very clear they have deliberately created tech and systems and processes to con customers. I am sorry. This is a fact. I've looked through the whole customer journey and it is geared towards ripping people off”

Posted 9 months ago

“Absolutely gobsmacked by how poor their customer service is. Moved over from sky after 15 years and it was the biggest mistake. Virgin offer so much yet don't keep to any of their promises, they constantly change installation days or nobody turns up. Their customer service agents are rude and disrespectful. The owners should be ashamed of themselves running a company so awfully”

Posted 9 months ago

“Diabolical service right from the start as well. They do not look after vulnerable people. They expect you to do everything yourself. Their connection is diabolical. I’d never recommend them to anyone. They are lazy, greedy unprofessional”

Posted 10 months ago

“Diabolical service right from the start as well. They do not look after vulnerable people. They expect you to do everything yourself. Their connection is diabolical. I’d never recommend them to anyone. They are lazy, greedy unprofessional”

Posted 10 months ago

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Virgin Media is rated 1.2 based on 2,156 reviews