Name: Virgin Media
Rating: 1.16

“This company I would not recommend under these circumstances.”

Posted 5 years ago

“We had an incredible disappointment with this company. My husband and I had the internet. Few months before the whole world became upside down our landlord asked us to move, as he was planning to sell the building soon. So, a few days before the complete block down my husband and I decided to move. We started to ask all our suppliers to change our address and services for the new house. When we called Virgin at no point during the call a fine was mentioned, even this situation is not our fault/choice. They just said: "We will have to cancel with you because we don't cover this area". Right, fair enough. When we rented the new home, how can we even imagine that they wouldn't cover the area at our new address? So, after almost 3 years being their customer, we received a big penalty £200 something. When we saw the bill, we thought, of course, it's something wrong, as we moved from Carlisle to Oldham a few years ago and EE couldn't offer the same plan, so they cancelled very gently saying sorry to lose us. Anyway, my husband called Virgin and again, unbelievable how rude a customer service can be. He explained the situation, we are living a horror film and we couldn't believe in this penalty, tell me? What could we do about it? Don't move? because of our internet plan? It’s so unfair, if customer service at the very first moment had explained the penalty, we might have a chance to talk about it. Now we are in the middle of the pandemic, with a £ 200 bill and thank you very much for the horrible service. I don't recommend you to anyone! You are insensitive when applying your fines. They should at least consider that they speak to humans! Who go through several different situations. I didn't move home because I wanted to during a pandemic, I had to! It's a shame! NEVERMORE I'll have anything with the Virgin Media.”

Helpful Report

Posted 5 years ago

“I had two problems with VM - internet speed and access to my emails. Their call centre was hopeless unless you spoke to an established member of VM who knew what they are doing. I was told it was an engineering problem or a software problem that would be solved within 3 weeks! Both of these excuses were lies and are just a means of ending the conversation. The company should be ashamed of itself for such shoddy treatment.”

Helpful Report

Posted 5 years ago

“I wouldn’t give one star, I been with sky for year but decided to try virgin, and what a big mistake that was. The product, there services and after all the issues they couldn’t fix. They send you a massive bill to say good buy. Word can’t say what I’m feeling so if anyone is thinking of going to virgin, I strongly recommend you not to.”

Helpful Report

Posted 5 years ago

“Avoid at all costs!! So, my partner moved in with me to my home address. We both had virgin media internet at our separate addresses. Spoke with the Virgin team who stated that as I had finished my fixed term with them, could cancel my policy at no cost and they could change my partners account to my address as she still had 6 months left on her contract at £31. They even stated I would not have to do anything to do the boxes and there would be no loss of service in between changing the accounts. Sounds great! Well it was all to good to be true. Firstly there was a loss in service, so after ringing customer service and being on hold for over an hour was told it would take 3 days to disconnect my account and a further 3 days to switch over my partners account. Was a bit annoyed as I had directly asked the virgin staff this, and they said there would b no loss of service. So here we are in lock down with no tv or internet to entertain the kids for 6 days. No real big deal to be fair, but at least if we new it was coming we could of made some preparations to keep the kids entertained. But it gets worst, the next day in the post comes a letter from virgin, who instead of moving my partners account to my address, which had 6 months remaining at £31, Virgin out of the goodness of there hearts have signed us for a new 12 month contract at £49.99 a month, for the exact same package. So again spoke with customer service, and to be fair to the advisor I got he was really well mannered about the mix up, but said he could not do anything as he works with retentions, and that he would get someone to call me back. I am still awaiting this call back. At this stage I am just fed up with the full thing an plan on changing to a provider who does not lie and mislead there customers.”

Helpful Report

Posted 5 years ago

“Very bad customer service from last16 days try to call no one answer and put me hold on 1 hour every time and today someone answer after 35 minutes then cut the phone make me disappointed 👎rubbish costumer service”

Helpful Report

Posted 5 years ago

“Load of rubbish wen my contract has finished going with someone else worse company Eva”

Helpful Report

Posted 5 years ago

“This company is an absolute disgrace, I have had my phone's disconnected, due to my company not paying my wages until the 09/04/20. I spoke to someone on 27/03/20 and explained the situation that I could not pay until above date, I was assured that my phones would not be disconnected, but this morning no phone connection I have phoned and spoke to someone twice both times taking an hour to get through. In the current situation with covid-19, and being a key worker who needs communication with workers and management, VIRGIN MEDIA AND MOBILE, do not care about FRONT line or Key workers. AVOID THIS COMPANY AS MUCH AS YOU CAN, RICHARD BRANSON ONLY CARES ABOUT MONEY IN HIS POCKET.”

Helpful Report

Posted 6 years ago

“miss sold me a contract then denying it”

Helpful Report

Posted 6 years ago

“Virgin Media are highly unethical and could be described as profiteering: * They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year. * They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice. * They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions. Further: * Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details. * Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.”

Helpful Report

Posted 6 years ago

“Great product but the most disgusting company to offer you a broadband service, they will lie to you right from the start”

Helpful Report

Posted 6 years ago

“Terrible customer service, cannot get in touch, no live chat, no email, nothing!”

Helpful Report

Posted 6 years ago

“There is no customer service. You just wait on the line for 50 minutes and then it disconnects you.”

Helpful Report

Posted 6 years ago

“The best experience when dealing with Virgin Media was taking over 4 long days to try cancel my subscription. I'd highly recommend you avoid these Rats at all costs. As soon as they get a notion you want to cancel your subscription. You will be endlessly put on hold or ignored. I sincerely hope they all burn in hell. Thanks”

Helpful Report

Posted 6 years ago

“Terrible company. Despicable levels of customer service.”

Helpful Report

Posted 6 years ago

“Been with virgin media now for nearly 3 years brilliant service and tv go is great, never had a problem with the internet speed unlike sky was on the phone to them very often. can’t praise virgin enough and there prices seem fair to me. To be fair when I’ve had to phone customer services I never had a problem.”

Helpful Report

Posted 6 years ago

“I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service. Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties. PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that. I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me. PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck. Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period. For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere. If VM wants to reach out to me to discuss this review, one of my VM a/c no. is 735794401 – you can find my mobile number and email address from the account details.”

Helpful Report

Posted 6 years ago

“I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service. Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties. PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that. I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me. PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck. Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period. For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere. If VM wants to reach out to me to discuss this review, one of my VM a/c no. is 735794401 – you can find my mobile number and email address from the account details.”

Helpful Report

Posted 6 years ago

“The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!”

Helpful Report

Posted 6 years ago

“The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!”

Helpful Report

Posted 6 years ago

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
Returns & Refunds
Refunds Process	Difficult

Virgin Media Reviews