Virgin Media Reviews

1.2 Rating 1,820 Reviews
3 %
of reviewers recommend Virgin Media
1.2
Based on 1,820 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 19th January 2023
Anonymous
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 8th January 2023
Ray
Virgin Media 1 star review on 21st December 2022
Laura
Virgin Media 1 star review on 21st December 2022
Laura
21
Anonymous
Anonymous  // 01/01/2019
Set up was good and efficient but we had WiFi black spots that a booster didn't solve. Help line said they could see the router online so it was working as far as they could see. The booster couldn't find the router when it was 2m away and they refused to send an engineer out so we had to cancel, no use having super fast fibre if the distribution around the house is rubbish! Went with sky, got a booster and told if it doesn't work they would send someone out. World's apart!
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Posted 3 weeks ago
They are awful company Stay away from them. They will make your life hell!
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Posted 4 weeks ago
One and a half hours on chat line. Operator Ji only answered every 10 minutes. All I wanted to do is get rid of landline and telephone as I only kept it for my mother to ring, but she has recently passed away. The final offer was to reduce my bill by £1!!! Absolutely appalling customer service. I have experienced this before and I think now is the time to change supplier and go public with my poor experiences with Virgin.
Virgin Media 1 star review on 8th January 2023 Virgin Media 1 star review on 8th January 2023 Virgin Media 1 star review on 8th January 2023 Virgin Media 1 star review on 8th January 2023
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Posted 4 weeks ago
Originally ordered package in November, Missed Appointments, Customer Service lack training or knowledge, Virgin Media charge premium for bad service and poor business process Originally ordered package in November, and multiple problems have occurred since. Made another appointment on the 29th Dec 2022, the engineer did not show up, nor did they ring to cancel or postpone this appointment. However when checking with customer service, they said the next available appointment is 3 weeks away... considering the engineer didn't show, making customer wait more than 3 weeks after the error is Virgin media side seems a bit insane to me I also spoke to customer service team reps several times, who gave the wrong information about what dates were available, one customer service rep also said one date was free and booked a completely different date, all very strange, incompetent and confusing as customer service reps do not seem trained, knowledgable or well versed in customer experience at all. Coupled with problems and delay after delay, they even gave the owner of the property the wrong information about where internet would come through to the house, they said it would come through the front but it was indeed the back, which caused landlord headache because they had to rewire the property. then after this, engineer didnt show up, and more wrong info, delays, failed call backs etc... In particular, it was rather amusing because a customer service rep called Dovile Ozbemir even hung up the call because she couldn't be bothered to deal with the complaint, also sounded very badly trained and unprofessional.
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Posted 1 month ago
I was been told by Naeelah an engineer will come in next four hours, we wait 6 hours no one come out, we call back after 6 hours waiting and Jai said another engineer will come this morning between 8:00 and 12:00 we wait again at home and no one turn up again. The account is flagged two disabled elderly persons leave at the address they doesn't have home line and internet at all the tv is not working and is New Year eve . The most worse company ever , I will stop the contract after someone will call me back for my complaint. I will never ever recommend Virgin Media to anyone else not friends or family for sure. 😡😡😡
Helpful Report
Posted 1 month ago
2022 Dec, Virgin Media, *Don't be fooled ,*Dont trust them, *They are liars, *They close your Complaints down without addressing complaints or requests to cancel, * They respond with answers that don't match your complaint to close down complaint as resolved, In order to blinker OFCOM Virgin Media after service and end of contract cancellation process handling doesn't exist. It's not the 1st time either..... No Virgin Media service past 3mths End of contract terminated 3mths prior We have also moved 3mths prior All notified and discussed via phone x5 way back from Sept/Oct Via Virgin Media App multiple times Via Email Via 3x Customer Complaints, cancelling and ending contract, not renewed 🤬 3 x asked what would you like us to do Via Complaints reply Please cancel contract.... Cancel contract....... Cancel cancel cancel cancel cancel cancel cancel +++ Response please talk to our moving home department..... no cancel Response please talk to billing if your struggling to pay..... I've recently received a message Dec to say they are stopping our service.... if I wish to reinstate please call..... This is for previous address 3mths ago You would think finally it's cancelled.... They have listened..... Wrong still trying to charge for Nov- Dec Dec-Jan For previous address They've since requested collection of products.... where from previous address 🤔 They then continue to chase for money for an expired and cancelled contract. They then sell this off to a debt collection company even though you don't owe them anything..... They have fast broadband bit you will pay for it in the long run, Mark my words... It's our 3rd and last time with Virgin Media.... it's also the 2nd time in a row of this incompetent terrible customer service. Having left for a better offer with a competitor again. Having managed multiple multi million service contracts Globally & Nationally. I feel Virgin Media are by far the worst I've ever had dealings with.... Never Recommend again.... Never have again Report to OFCOM & Ombudsman 🤬🤬🤬🤬🤬
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Posted 1 month ago
Worst customer service experience I've ever come across. Cancelled my phone and broadband package over a month ago and they continue to charge me. Finally got them to cancel today but they can't confirm whether my refund will be back dated to my original request to cancel. An offshore customer service operation with non English speakers reading standard scripts parrot fashion without any context to the issue at hand over laggy and distorted telephony equipment which is pretty ironic given that Virgin supposed to be a media service provider - what a joke!
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Posted 1 month ago
What a pile of poo virgin media I've never known a company like it very rude customer care people...also keep.losing documents etc please people avoid if possible
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Posted 1 month ago
Absolute liars! I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January I called and asked if they would be advising my current supplier of the delay so that I wouldn’t be disconnected early and was told they can’t do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date) My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them. I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn’t have a phone line/internet. I agreed and was asked for all my personal information and bank details….. They wanted to credit check me for the FREE dongle! I’d just had a credit check to join them and now they wanted another one! For a free product! These hard searches affect your credit score and to have to have one done for a free product is a joke! As I refused and explained it wasn’t good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal’ date. Surprise surprise, nobody turned up, a whole day wasted! I’ve now told them I don’t want their services no matter what and now I’ve got to wait for them to contact my original provider to verify they won’t be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours. Messed about and lied to for nothing! Disgusting customer service. No wonder they rank so low on here.
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Posted 1 month ago
Don’t recommend at all. 7 phone calls 4 engineer visit cancelled and no one understands much of the language. Don’t go with Virgin as a sinking ship.
Virgin Media 1 star review on 21st December 2022 Virgin Media 1 star review on 21st December 2022 Virgin Media 1 star review on 21st December 2022 Virgin Media 1 star review on 21st December 2022 Virgin Media 1 star review on 21st December 2022 Virgin Media 1 star review on 21st December 2022
Helpful Report
Posted 1 month ago
If you are considering moving to Virgin Media, please read this and all the other scathing reviews online. I cannot stress enough: JUST DO NOT DO IT! STAY AWAY FROM VIRGIN MEDIA; THEY WILL PROMISE THE EARTH AND DELIVER NOTHING. Took out a contract in September and have had nothing but stress. Virgin do not answer texts or emails. I called, emailed and texted the chap who onboarded me in September numerous times. He simply ignored every attempt to contact him. But when he was getting me to sign up: ''Here are my contact details, contact me anytime should you have any questions'' Our instalment date has now been postponed five times. Yesterday an engineer arrived to do the interior work and even he didn't know that the exterior work had not been carried out. I have had 2 calls from people speaking english with such strong overseas accents I could not understand a word that was said. One was a mailbox message which I played to others: no one understood what was being said. I have nothing against overseas workers but they should have at least a basic english pronunciation to be understandable. Today we were told an engineer would come to do the exterior work on 31st December. Then a few hours later someone called to say it would be postponed again until February. Then two minutes later an email arrived saying it would be on 31st December! It seems no department of Virgin media knows what another is doing, and there is a severe lack of information exchanged within the company. My fear is, if this is the state of the service before it is even installed, what would it be like if something were to go wrong??! I will be cancelling my contract, and continue with BT in the hope they have fibre to my door soon. Virgin Media you should be very ashamed. Your service is a disgrace. Take some time to read all your shameful reviews online and do something about the state of your so called 'service'. LIKE MANY PEOPLE HERE ON TRUSTPILOT AND OTHER ONLINE REVIEW PORTALS: I ADVISE ANYONE CONSIDERING USING VIRGIN MEDIA TO STAY AWAY!! UPDATE 20.12.22 After almost 30 minutes on the telephone I have finally just cancelled the contract. Never have I experienced such bad service from a company. The list of inaccuracies and poor service within Virgin is inconceivable. To conclude I can only say: read the reviews, there's a reason Virgin only has 10% 5 star and 61% 1 star, and reiterate what I wrote at the top: STAY AWAY FROM VIRGIN MEDIA; THEY WILL PROMISE THE EARTH AND DELIVER NOTHING.
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Posted 1 month ago
Nightmare Gail can t return or wont return a call that she assured me would happen to sort out technical issues experienced at Virgin medias end whilst setting up my new package .Gail assured me not to worry everything will be fixed and to await a call within 24Hrs. This nightmare started 23rd November 2022.To date no phone call.However i have been bombarded with demands for monies by email, text that are not due. I have contacted Virgin media during this process and they are unable to resolve this matter. SHAME ON YOU VIRGIN MEDIA.
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Posted 1 month ago
erview Reviews About Virgin Media Reviews 72,055 • Poor TrustScore 2 out of 5 2.1 VERIFIED COMPANY In the Telecommunications service provider category www.virginm edia.com Company activity See all Claimed profile Asks for reviews — positive or negative Pays for extra features Replied to 99% of negative reviews Replies to negative reviews in < 1 week Reviews 2.1 72,055 total 5-star 10% 4-star 6% 3-star 11% 2-star 12% 1-star 61% Chris 2 reviews Rated 1 out of 5 stars I have had 3 appointments cancelled in… I have had 3 appointments cancelled in the last week without warning. Apparently the Last emergency one was never booked. So after 7 days of chasing them for a engineer which equates to 7 days missed work, no TV, Phone or Internet. And thanks to modern technology we can't access the heating in the house without WiFi so we are now at -8 with a baby and unable to do anything about it but freeze! Every time we call to ask whats happening with the engineer they try and move out appointments further away and tell us we never had these appointments booked. We have all the times and dates of the calls but apparently they can't listen to them either to confirm. So some one is talking though a hole in their butt and it ain't us. Absolutely descusting customer service and I wouldn't recommend them to anyone again. From the 8th until the 12th I've called them and been called a liar about my booked appointments. Get Richard to call me so I can give him a ear full!
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Posted 1 month ago
As I was moving house but my old property sale had fallen through I wanted to cancel my phone line and TV whilst keeping my broadband so I could monitor the property. But no they wouldn’t do that, if I wanted internet only I would have to take a new 18 month contract. How unreasonable can you get? I therefore had no choice but to cancel the lot. So I have saved a few quid and they have lost a few, not that they are bothered. But where they have lost is this customer who now has a grudge.
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Posted 1 month ago
Terrible Internet keeps on disconnecting daily I have used other Internet companies and they never disconnect or rarely disconnect compared to virgin
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Posted 1 month ago
Took out a deal to start on 26th November 2022 now 6th December,no one at virgin knows where my router is or when its going to be delivered,phoned customer service at least 10 times got through to people who can't speak English,terrible service,I was with them for 10 years no problem,but now all I want is broadband,anybody would think I asking for a( kidney)they tried to give me the number of the delivery company to I could find out myself where the router has gone,appsolutley ridiculous,come on Richard sort out out you firm so other people can get on with there lives instead of sitting on phones for hours and having to bad revues
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Posted 2 months ago
I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data! I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!
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Posted 2 months ago
Wtf has happened to virgin media support..go round the houses on thier online support(broadband wifi unstable) and eventually after ringing you speak to.people who cam hardly speak English..3 week wait and £25 for an engineer after I refused to be fobbed off by saying they "will monitor it".
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Posted 2 months ago
Utter criminals 6 months receiving 6Mbps instead of 60 No option to cancel on website, no email for cancellation On phone, retentions department actively ignored all my requests to cancel - total process alone took 2.5hrs Staff were totally unbothered or unsurprised be the situation Refused to provide any regulator or manager information despite legal responsibility Kept me waiting on hold and refused direct answers to questions for over an hour as part of the psychological process to get me to give up trying to cancel Utter criminal mafia - avoid at all costs
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Posted 2 months ago
I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke. My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies. I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind. Terrible customer service as well. I switched from BT broadband to virgin. BIG BIG BIG MISTAKE. And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting. And another thing, BT BROADBAND has a much better signal than VIRGIN. With BT I could get a good signal up and down stairs, all over my House I got a good signal. With virgin the signal buffers up the stairs. I would give virgin zero starts if it was possible. I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin. Everything I have said 100 per cent correct. If you go with virgin you will regret it.
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Posted 2 months ago
Virgin Media is rated 1.2 based on 1,820 reviews