Name: Virgin Media
Rating: 1.16

“Like so many people who have written, I would have given 0 stars if I could. I rarely write reviews, but am so livid that I decided to write. I believe this company deserve to go under. I don’t wish for any of their regular employees to be without jobs, but their Exec or senior managers capable of making and implementing decisions should be made redundant for total and utter lack of common sense and unethical behaviour. I have spent HOURS trying to sort out ending my broadband/TV/phone contract. Gave them plenty of notice, even said that if I could sign up with them again once I’d moved (moving in with a friend who’s on a contract with BT), I would. Not now. NEVER AGAIN! Just on today’s calls alone, I held for around 45 mins before getting to the moving home team. Spoke to the guy who answered for 15 mins, he told me that the billing team would deal with my complaint, so I asked to be put through to them. Held for another 30 mins only for them to hang up on me. Called back again, finally got through to billing after another 35 mins, and and then got the same answer. They sent the packaging for returning the kit to my new address 3 weeks early, now I’m being emailed and txt’d saying I’ll incur a penalty charge if I don’t return it. I’m still paying them for the service! Direct debit of £54 comes out on 13 August, I move out on 10 August and was originally told the final bill would be just over £3. So do they generate a final invoice for this amount? They certainly don’t. They say they will still take the direct debit of £54 and then send a cheque for the credit (yes, you read it right - a cheque!!!). Immediately? No, why stop there. They’ll send it via post after 45 days. What the heck!!! Who uses cheques? And why 45 days you may well ask. Apparently it takes that long to process. Seriously?! And as if that wasn’t enough to send me over the edge, then the final straw was when I checked whether they had my new address on file to actually send the cheque to. I thought it wouldn’t be safe to assume that as the boxes for the kit had been sent to my new address it would follow that one department might actually communicate with another. Just as well I checked - billing didn’t have this on my account. They do now. I feel sorry for the man and the woman who I spoke to this morning as they’re just on the other end of the line. I hope that someone senior actually listens to the recorded conversation. Not that they’ll give a flying continental, I’m sure. I had heard that customer service could be bad, but thought that the broadband speed would make up for it. Plus they were very much on the ball getting everything set up, so customer service at that point was good. Please don’t join them just because broadband speed is good. If only I’d read these reviews beforehand, I would have stayed well away. I don’t expect them to make any change to their systems - the fact that so many people have complained and they’ve not done anything about it makes it clear that they just don’t care. But if this review means that just one person considering signing up, decides not to, then the time I’ve taken to write this will be worth it.”

Helpful Report

Posted 5 years ago

“Very bad internet, very slow, I will get back to talk talk which was way better than this ****”

Helpful Report

Posted 5 years ago

“Working from home. VPN for work continuously drops out. (and sometimes modem drops out as well ahving checked its status). After waiting 45 mins their customer service tells everything is ok and then after failing to talk me into switching to a higher speed connection passme on to "Gadget Rescue". According to them the problem is the VPN, not their network. They suggest that they need the server port number then they can log on to my PC and rest the VPN to work with the port number. Problem is that this amounts to two security issues and I can't see my company falling for it. Also the Gadget Rescue team want 20 quid up front plus 5 quid/mth for a min of 6 months, just to make their network do the job it should do in the first place!!! NOT recommended. Stay well away.”

Helpful Report

Posted 5 years ago

“I spent 2 HOURS on the phone to them, spoke to 4 DIFFERENT PEOPLE and then the line went dead. Virgin Media? I wouldn't recommend them for sweeping the floor. USELESS, USELESS, USELESS. BE WARNED!!! DO NOT USE THIS COMPANY!”

Helpful Report

Posted 5 years ago

“Just terrible customer services. My landline was not working for over two months but no compensation. I was paying full price for a faulty product. Spent many hours trying to speak to customer service trying to get some refund. When people eventually answer the phone they are pleasant enough but nothing ever gets done!”

Helpful Report

Posted 5 years ago

“Customer service worse around never ever very helpful and never willing to help been chasing since March for answers about Broadband issues now End of July and very expensive”

Helpful Report

Posted 5 years ago

“Nasty theiving company. DONT USE THEM. Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable”

Helpful Report

Posted 5 years ago

“Nasty theiving company. DONT USE THEM. Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable.”

Helpful Report

Posted 5 years ago

“I pay £81.00 a month which is going up to £91.00 next month. So I phoned virgin to reduce my package. I was informed that if I reduce my broadband 350 to 200. My monthly cost would be £111.00 a month. How the hell does that make sense, by that logic if I increase my package the monthly cost should go down !!. I am in the process of looking for a new provider. I can't wait to cancel my virgin account.”

Helpful Report

Posted 5 years ago

“I made the mistake of using virgin support live chat (trying to phone them is a nightmare, tired email, the system doesn't recognise my email address anymore) to sort out land-line phone fault. After two long days and sore fingers, still not sorted out. If you have to deal with virgin support, then have victim support and a brandy on standby. In this day and age they are reducing their resources, by walk in shops closing, cheap to run overseas call centres (you get what you pay for with them). Next I expect they will be using acronyms for everything. Just think, Virgin Media will be VM, Virgin Support will be VS. I suggest they change their company name completely to, Company Resources Appear Poor (CRAP) it would be more appropriate. I will be moving my business somewhere else, if i can get hold of anyone who can cancel my account. Because its clear virgin media "don't give a dam" about customer service in any way, shape or form.”

Helpful Report

Posted 5 years ago

“This company gives the worst customer service you will find. They are obstructive and unhelpful, that’s after you have waited for an unacceptable time to have your call answered and been given the pass around to different departments, trying to communicate with some of the people who hardly speak English. For a communications company it is appalling and if the bosses read these feedbacks they also should be ashamed of themselves”

Helpful Report

Posted 5 years ago

“Worst supplier and customer service always tricks you to hold in contract”

Helpful Report

Posted 5 years ago

“"Service " if You can call that. My connectivity is less than 50%. Its a nightmare.”

Helpful Report

Posted 5 years ago

“Absolutely livid with Virgin Media. I have been a 'customer' for over 6 years, and have never had such a poor customer experience as over the past month or so. In that 6 years, I have always paid by DD, on time, to the tune of at least £6k over that period. You would think that might make you entitled to be treated well. Think again. Just after lockdown, my monthly bill went up to £115. I called them, as football had already been put on hold, to get a discount as I have Sky and BT Sports. I was told that no discounts for the football were available...however managed to get a small discount back to £95 by agreeing to a new 12 month contract. Two weeks later, I stumbled across a 'sports credit' offer for Virgin customers. Issue number one...this should have been pushed out to sports subscribers, not left it up to us to look for it. Anyway, they offered a credit of about £37 per month as long as the football wasn't on. In April they applied the credit, however in May they took out the full £95. Called VM, and a helpful guy made up some bizarre excuse for the credit not being applied. Said I could do a DD indemnity, or he would apply the credit to June, taking the June bill to £19.95. Unsurprisingly, when I checked the bill was still £57. I tried to call, got cut off twice, so cancelled my DD and sent the first of SIX online complaint emails...to which I have never received a reply. At their twitter teams suggestion, I used the SMS service to request a call. Again, zero responses to FIVE requests. All the time my frustration grew. I then received a letter saying they had been trying to call me. It turns out that our (Virgin) landline had a fault (although they have both our mobile numbers as well, we didn't receive a call on them). Then, last Tuesday we got home and Virgin had left a message on our landline which seemed to be working again. Assuming they would call back again, and given the nightmare in trying to reach anyone at VM, we waited for a call so we could get them to correct the June bill, and then I would pay and restore the DD...all our unanswered comms were to this effect. On the Thursday evening, I get a call from VM - an Indian call centre - on my mobile (so presumably they could have called my mobile when the Virgin line was faulty (and shouldn't they know if it is??), and threatened me with disconnection! Having paid on time for 6 years. Frustrated, I said I required a call from a manager. That never happened. Two more online complaint firms sent and not answered. They had also added a late payment fee to the bill! This morning we woke up to no VM TV channels, no broadband etc...despite all these messages outlining the situation, our frustration and setting out the really simple thing that needed to be sorted out. I then called 150, first time the message said the wait was a minute, but waited 15, got through, but was cut off after two minutes. Tried again, told the wait was 3 minutes, got a ring tone after 30...and again cut off. Then, out of the blue (and I suspect WFH agents have been told not to deal with billing issues??) the Indian call centre had called again (on my mobile). Bottom line is that while the guy was sympathetic, he couldn't/wouldn’t put me through to a manager etc...and with kids at home and my wife and I needing to work we need broadband etc...so I had to pay without ever having my grievances even answered once. I now have nothing but hatred for these guys, and the only small pleasure I got from it was putting diary reminder in for the first day next March I can cancel these pr*cks.”

Helpful Report

Posted 5 years ago

“Total thieving scumbags. Creep the price up all the time, keep hold of your money when you leave. Utter filth.”

Helpful Report

Posted 5 years ago

“I tried to port a number and followed standard procedure. Two months and still no one accountable. I've been promised an update via phone or email several times. Never had a call back or an email. Today I've called the customer service for the 8th time in two months and the person that picked my call up answered with a straight 'Can I help?'...”

Helpful Report

Posted 5 years ago

“Trading standards should sort out virgin media. I have used this company in three cities it’s the worst ISP in Britain promises lies and poor service. Overcharging every bad thing you can think of, they are unreal almost a comedy. If you read the terms and conditions of the contract nothing matches the statements made by sales and support is a complete joke. Try any other provider I went to Sky and it has been a dream compared with virgin media. Have given virgin three chances it’s never again, if they were free I would pay elsewhere. Obnoxious from start to finish only when they have pushed you too far do you get someone who cares but can’t actually do anything as it’s out of their hands. NEVER AGAIN IN MY LIFETIME NEVER”

Helpful Report

Posted 5 years ago

“I gave notice as they kept increasing my bill, had it acknowledged 3 times. and then signed up with NOW TV. I returned the equipment then started receiving threatening debtor letters and charges. I tried calling many times but could never speak to the right department. I then wrote several times exposing the situation and never even got a reply. Appalling service, I will never go back.”

Helpful Report

Posted 5 years ago

“Shockingly Bad I've never had issues with Virgin Media until now. My monthly cost are about to rise as I'm at the end of agreement. I called and gave the usual I'm leaving if I don't get a better deal. I was offered a Broadband only deal 200mb which I accepted and arranged to take place on the 6th August. About an hour 2 hours after upgrading I receive a call from someone from Virgin Media explaining I was put on the wrong deal and that he can offer me better. I told him I was happy with my deal and stated I was not interested. This same advisor then called my wifes phone 20 mins or so after speaking to me and explain he would arrange a change in the deal and that she or I didn't have to do anything. My wife unaware as to what he was on about other than he was from Virgin media. I then receive an email with a new deal that I had not agreed to and this was processing on the 8th August. I call Virgin Media and explain I want my original deal and ask for that to be re-instated which the advisor agreed to. I then get an email showing my original agreement was back on 200mb but I am being charged more per month than the original agreement and the upgrade is not taking place again till a later date than originally agreed. So again back on the phone and then this is where things just go out of control. I'm place on hold by a rather rude individual for 30-40mins I then have to hang up and call them again and this time I'm at the end of my tether and tell them to disconnect me. The disconnection is set for the 12th August so again I have to call as this is not fair I agreed an package for the 6th they Virgin Media took it upon themeselves to break that agreement fraudulently as I did not agree. I cannot tell you how many phone calls I have made but trust me there have been many and at least 4 of those occasion they have cut me off and not called me back. I have not been untowards, I have not swore or been rude I just want what I orginally agreed to and have email confirmation too. I have complained and they called me today to further this complaint I said hello they explained who they where and why they were calling and then hung up. Seriously people Virgin Media have took a shockingly bad nose dive their customer service is really really bad. I even had one advisor swear under his breath because I ask to speak with a manager politely. Richard Branson wants to claw back his pennies and putting up my monthly cost and delaying tactics on upgrades is a plan of action.”

Helpful Report

Posted 5 years ago

“I paid for a 100, I get 10 So you make phones calls, again, again, and again, for days and days and days and days and days, and days, and weeks. They lie. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They hang up. They will subscribe you behind your back to everything they have to sell, while telling you the contract has been terminated. One will forget to mute his microphone, and tell his cubicle neighbour that you are a UK benchod mother effer. (that's indian/english for being promiscuous with your mother and your sister) The retention team will call you several times a day to beg you back in with false offers. Hindsight is 20/20. They started panicking from the very moment the direct debit was stopped. They finally sent me a UK member of staff, especially just for me, but only after I email bombed the board of CEOs for one weekend, and the entire board got the (hundreds of) messages on the Monday morning. Do not touch Virgindian Merdia.”

Helpful Report

Posted 5 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
Avg Email Response Time	-1 hours
Returns & Refunds
Refunds Process	Difficult

Virgin Media Reviews