Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,305 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,305 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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"Avoid these absolute chancers at all costs.\r\n\r\nMy experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation.\r\n\r\nThat is then changed the following day without explanation to 05.10.2024. \r\n\r\nOn Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not.\r\n\r\nI wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received.\r\n\r\nI contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days.\r\n\r\nEventually, a fourth installation date appears: Tuesday 22nd October. \r\n\r\nAt 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour \u2013 that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date.\r\n\r\nI do exactly this at 7:08 PM \u200eFriday, \u200e11 \u200eOctober \u200e2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd.\r\n\r\nI call them again the following day. I am told \"concern team will get back to you in 24hrs.\" They don't. After 25 hours, I reply via WhatsApp and am told \"my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours.\" Guess what? They do not. Just marking your words there, Harsh.\r\n\r\nIt is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless.\r\n\r\nIt's one of the worst customer experiences I've ever had and I haven't even started with them yet."

Virgin Media 1 star review on 16th October 2024

James Peter Donaghy

Virgin Media 1 star review on 7th October 2024

Serena

Virgin Media 1 star review on 1st September 2024

John Claxton

Virgin Media 1 star review on 10th August 2024

Constantin Garneata

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

“Avoid these absolute chancers at all costs. My experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation. That is then changed the following day without explanation to 05.10.2024. On Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not. I wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received. I contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days. Eventually, a fourth installation date appears: Tuesday 22nd October. At 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour – that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date. I do exactly this at 7:08 PM ‎Friday, ‎11 ‎October ‎2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd. I call them again the following day. I am told "concern team will get back to you in 24hrs." They don't. After 25 hours, I reply via WhatsApp and am told "my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours." Guess what? They do not. Just marking your words there, Harsh. It is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless. It's one of the worst customer experiences I've ever had and I haven't even started with them yet.”

Helpful Report

Posted 1 month ago

“DO NOT TRUST VIRGIN MEDIA! Absolutely lied to us and scammed us. Customer service is non-existent. When switching to Virgin, I was on the phone with a sales agent for over an hour, double checking that we would not be fined for leaving Virgin soon after joining (we were planning to move abroad later in the year). The Virgin sales agent assured me that Virgin couldn't provide services abroad, so we would be able to cancel their services free of charge. So when I called to cancel a few months later, I was shocked to find that Virgin were demanding us to pay £330 to cancel their services. I told them about the conversation with the sales agent, and they didn't want to listen at all. Apparently it's in our contract that if we cancel, we owe money. But I was told the exact opposite when signing up. So I'll be raising this with the ombudsman, because we've been completely scammed by the Virgin Media sales department! We will never ever ever again use any Virgin services, can't trust them AT ALL.”

Helpful Report

Posted 1 month ago

“EE completed my one switch with virgin media, virgin never processed it correctly now I'm being billed twice until they disconnect my services 16 years with them absolute joke trying to end contract with them , all ready give 30days notice now another 30days notice, customer service shocking process to deal with things diabolical never again going with them after this”

Helpful Report

Posted 1 month ago

“Slow speeds, can't get through to anyone to help and when you do they say they'll do something but they don't. They just try to upsell. There was an outage in my area for a week. They said they would automatically compensate me after long phone calls - they did not. Then they cut me off the day before my planned switch date to another provider saying my bill is overdue for payment but also saying my bill will go out automatically at a later date so I don't need to do anything! So now we have NO INTERNET AT ALL. appalling.”

Helpful Report

Posted 1 month ago

“Well where do I start 1000 Meg internet very poor moved to new address took 3 payments and knew my signal strength was so week told me on 29th last month that they needed put new line in but can't be done till 31st next month witch is very poor everythink is disrupted technician shown me what I was loosing asked cancel as I've gone with someone else now they trying charge me 398 pound break it but it don't work there joke company very poor customer service very poor and I'm so glad I've gone with bt just so poor to loyal customers virgin media are rubbish money grabbing c^^^^s”

Helpful Report

Posted 1 month ago

“We though we'd take the chance to 'improve' our download speeds and bandwidth with Virgin, by leaving behind an average EE service. Big mistake. Two engineers, with a third booked (no one can find their a r s e with both hands), but told even the sub-contractor may not be able to install! Jesus H. Corbett!!!! That was enough. A 1hr phone call, and 3 agents later, cancelled. Back to EE. God awful company. Once bitten, twice shy. Don't waste your time. Honest. Don't.”

Helpful Report

Posted 1 month ago

“We have had Virgin Media super fast broadband for two years now, which has been great, however like many companies there is no real incentive for loyal customers to stay on renewal, always cheaper deals for new customers! We stayed for another 18months purely because of the fibre speed.”

Helpful Report

Posted 1 month ago

“Was provided a poor broadband service for the price, was harassed later on in my contract to upgrade my services, I upgraded and the service was no better. Later they doubled charged my payment and restricted my service so I asked to cancel my contract because I was not happy. Then they told me a had to make a complaint and they would send me a deadlock letter (I had no idea what this was) but they disregarded my complaint and told me to seek legal advice. How does virgin call this customer service?”

Helpful Report

Posted 1 month ago

“This broadband service is among the best available, but the customer service leaves much to be desired. Existing customers are treated poorly, often receiving worse deals than new customers, with no effort made to provide competitive offers. Be cautious when giving notice. I contacted customer service just over a month before my contract ended to inform them of my cancellation, but the representative refused to process it because it was more than 30 days out, warning me of an early cancellation fee. She suggested I send a letter instead, which I did. I specifically requested that my cancellation take effect at the end of my contract, but they scheduled it for a month after they received my letter, a week earlier than I had asked. When I followed up, the call center claimed my letter indicated an earlier date, which is untrue, as I have a copy saved. They advised me to send another letter to withdraw my cancellation and then call them back or send yet another letter. It seems they are more focused on finding ways to charge extra fees than on helping customers. The stress involved just isn’t worth it!”

Helpful Report

Posted 1 month ago

“I have been a customer of Virgin's since the early Telewest days (best part of 30 years!). Ever since Virgin Media ("VM") took over, I've seen the technical capability of the equipment go up, but the Service deteriorate. It's now got to an all time low for me such that I am going to have to downgrade to another provider to save stress. The main reasons for this is the way Virgin's customer interaction is geared against us, examples being: -the overly automated call menus -the well meaning, well mannered but very tightly regulated call centre and technical staff that work within the"System". -"the way the "System" interferes with the transfer of your call to (EG) Technical so that whoever picks up has no idea why you've called even though the call centre staff has seemingly briefed "someone" ahead of the transfer... meaning you have to start explaining all over again! -"call dropping" -staff "incentivised" to sell higher priced contracts, if they can as part of fix to any service problem. My latest negative experience was my FOURTH attempt to get another one of their Wifi Pods (2nd) to sort out intermittencies at my home. Everytime I try, I get a very understanding call centre person who patiently listens, swears they'll get me "one this time" and talks to Technical Dept ahead of transfering my call, only to find that again, I have to PROVE I need one by doing their "speedtests". Lets just say I got very wet standing outside doing their speed test one time, to, of course, be refused because the reception was good that time. I'm made to feel like I'm just a cheapskate; after something for nothing! I hate having to call Virgin Media up because I've either got a problem or I need to renew my contract because it often means more than one hour of my life is going to be wasted trying to persuade them to act or give me a competitive deal. I've even gone through their complaint process, only to be rebuffed. I looked at escalating to OFCOM and got OFPUT!. What I am advising is be prepared if you need aftersales support, because only although the equipment is fast etc, just wait until you get a problem and find out what VM are really like..... To me, it's a "system" geared for taking max profit and to concede as little as possible by employing time delays, automation, and when you do get through, people who appear to want to help but cannot for whatever reason. There's a reason I've had to stay with these guys because no other provider will give me a fibre connection or use VM's, but I would have moved years ago, if I could! 23/9/24 - My response to your generic response is that I've left my telephone number on Whatsapp. WHY DON'T YOU CALL ME, FOR A CHANGE!”

Helpful Report

Posted 1 month ago

“Awful experience with Virgin Media Awful experience with Virgin Media. Issue still to be rectified after 3 months of going back and fourth with different departments in their customer service. Renewed our contract with them agreeing a price of £101. First bill to come out was £157.97. Spoke with customer services and they admitted error and apologised and confirmed that they could not meet this deal but offered a new deal of £104.95 which we agreed to. Next bill again £157.97. Spoke with customer services again to be told they had notes of this but that they hadn’t updated their system. Agreed we would be refunded the overpaid amount. We didn’t receive a refund or credit and have today been charged £130. On the phone to customer services again today for an hour and 15 minutes to rectify as we have overpaid by £130 in the space of 3 months. They have told me they have no record of the original contract and therefore can only credit us £81.95. After getting nowhere with disputing this, have agreed to be refunded this amount until a manager gets in contact with us, although we have requested a call back from a manager for the last 3 months and have received no correspondence. Finally spoke with someone who has offered to file a complaint so we are assured to get a call back from a manager between 48hrs and 7 days from now. Asked to amend our package deal due to issues we have experienced but have been told they cannot do this due to being 3 months into the contract, even though they have yet to rectify these ongoing issues. We have been quoted just shy of £2000 to cancel our contract altogether. Absolutely appalling service and an absolute scam of a company. I have explained the extra £130 that we have overpaid is a weekly food shop for us and our 1 year old, yet no sympathy for the error on their end and no resolution. Would not recommend using this company!!!!! Date of experience: 30 September 2024”

Helpful Report

Posted 2 months ago

“Have been with them for almost a decade. Great service”

Helpful Report

Posted 2 months ago

“EVERYTHING. Absolutely appalling service as well as appalling customer service. Been charging me for services I haven’t had since 2019 and then try to tell me I have a bill of over £600 when I make a monthly payment of £200. Was told by a customer service person that bill was incorrect yet they still sent to debt collectors and have restricted my services. Funny how when I mention how much they owe me they don’t want to talk about it and no one can help.”

Helpful Report

Posted 2 months ago

“Here’s a corrected version of your message: I have been a Virgin Media customer for four years, but their service has deteriorated significantly. When I decided to cancel my plan, the process was incredibly difficult and frustrating. They constantly begged me to stay, but never addressed the problems when I needed help. I cancelled my Virgin Media service three months ago, yet I continue to receive letters about outstanding bills. Despite returning all of their equipment, I was charged £40 for no reason. When I called customer service, they admitted it was their mistake. However, if I hadn’t paid this £40, it could have been escalated to debt collection and potentially a County Court Judgment (CCJ). I don’t need apologies for how poor your service is. I certainly don’t deserve to go through this unnecessary stress when the fault is not mine.”

Helpful Report

Posted 2 months ago

“Appalling customer journey. Through no fault of the customer adviser agents they simply do not have the knowledge or resources to deal with complex issues outside of what the help guides provide online. There is no way to speak to someone with authority to help, managers are unavailable, back office teams are uncontactable. All the while you are left with an inactive service that you are still paying for. Worse, all the issues could have been avoided. Virgin caused the problems with their own inadequate processes. I have tried logging complaints but they close them with no contact, update or resolution. Truly the worst customer service by far, am having some regrets joining but locked in for 18 months now. I feel for the staff having to work under such awful practice and procedure.”

Helpful Report

Posted 2 months ago

“Their customer service team is so disrespectful, me and my housemate have just moved in to our house and have had nothing but grief from them. It shouldn’t matter what the script is or procedures that need to be followed are the customer is paying you so you need to adapt accordingly. First off we needed cables to fit a BT Ethernet box/socket as we are renting and didn’t want to make damages to the property, they told us a technician needed to be called out thankfully free of charge but the helpdesk person didn’t want to mention to us that this was the only solution to our problem. Throughout this phone call we were both made to feel like we were dumb, however my dad has a degree in electronics and physics and has worked in alarm systems he gave us the tip of ordering said cables, what do these helpdesk people know over my father? A second phone call we made to the help desk was in regard to resetting our MyVirgin account password. Once again during this phone call the help desk person made us feel as though we were dumb, sometimes ignoring us and even raising their voice at us as well as speaking over us (both individuals did). During the second phone call the help desk person said we didn’t have an account on the MyVirgin app, even though we had already set one up. Then the person said it might have been under a different email, making us feel dumb again. Once we got the password reset he just kept on ignoring us when we wanted to confirm that we got into the account. Even though both issues were resolved, we still feel as though this is disgusting customer service and extremely unprofessional. DO NOT USE THIS COMPANY FOR YOUR BROADBAND!!”

Helpful Report

Posted 2 months ago

“Dreadful - they never fix anything and yet up your rates by 20% each year. Worst customer service of any company i've ever dealt with”

Helpful Report

Posted 2 months ago

“DO NOT USE THIS COMPANY. Paid them £40 for 18 months, never once late, the then doubled it and stole £80.00 from my account for several months. As i operate several businesses it took some time before a member of staff noticed. when I rang them to get a refund and renew the contract they declined refunding but wanted to instead enter a new extended contract. Just another greedy company working to boost their profit, not interested in customer service. The overall Trustpilot score speaks for itself.”

Helpful Report

Posted 2 months ago

“Avoid Broadband Frustration: Virgin Media Review for London Customers If you're searching for reliable broadband providers in London, be cautious about choosing Virgin Media. While their website makes signing up seem easy, the actual service experience tells a different story. After a week of waiting for installation, I encountered significant issues — including damage to my property by an installer who couldn’t complete the setup. Now, I'm facing another week-long wait for a solution. Unfortunately, Virgin Media seems more focused on offering apologies than taking action. If you're a London resident looking for a broadband provider, it may be wise to explore other companies to avoid these headaches.”

Helpful Report

Posted 2 months ago

“I am genuinely upset to leave this review, as I've been with Virgin since 2019 and they've been fairly reasonable up to now. Currently, I am on the 250 mb deal with a few discounts added, so pay around £29 a month. I asked Virgin yesterday to upgrade me to the Gig1 offer of £40.99 per month for 18 months but they refused, and tried to charge me £60. It's disgusting that Virgin only offer deals to new customers and refuse to accommodate loyal customers. To leave my contract it will cost me around £200, which is steal cheaper for me than staying with Virgin. The madness of this all is that if virgin were to offer me this deal, I would be committing to stay with them for over 18 months and spending £700+. Instead, they are happy to loose my business for a quick £200. Stupid business decisions and one very unhappy customer. Avoid virgin!”

Helpful Report

Posted 2 months ago

Virgin Media is rated 1.2 based on 2,305 reviews