Name: Virgin Media
Rating: 1.17

“I have recently returned my s10+ due to a screen freeze issue. They have tried to accuse me of physical damage saying there is a cracked screen. The phone was returned in prestine condition, the staff are rude, unhelpful, dishonest and are clearly trained on one way scripted text. Absolutely appalling service. Wish I'd never swapped to them”

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Posted 6 years ago

“Extremely poor. Had it for 6 weeks. It worked for 3 days in total. It took 1.5 - 2.0 hours to get through to speak to them and in the end they didn't sort out the problem. Now trying to get my money back.”

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Posted 6 years ago

“I've been a Virgin customer for 6 months. In that time I have had the service I have paid for for maybe 3 days. I have tried to sort this out with the telephone service which takes on average 45 minutes to speak to anyone. They told me that the problem was due to a fault with the modem they had supplied and would send out an engineer to deal with it. I took time off work for 3 afternoons to let the engineer in and nobody ever turned up. Virgin broadband is a very unfunny joke - DO NOT DO IT.”

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Posted 6 years ago

“constant price increases - terrible customer service. I paid for 100mbps service. For over a year i was lucky to get 30mbps (I live in London). I had to chase and chase to get any kind of discount - which was derisory when it came. It turns out there was a fault in my area. They didn't tell their new customers about this fault, preferring to wait and see who complained. when I eventually left, they erroneously charged me another full month (£44.50 for broadband only) and then are refusing to refund the full amount for the time the broadband has been turned off. Virgin used to be a great brand, but has been eroded over the years. Now it is over priced and under serviced. I've recently changed to Sky and everything is fine so far.”

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Posted 6 years ago

“Over for 3 years with Virgin media I never had any problems, internet speed was ok. Apart customer service nightmare ridiculous. When you signed a new contract they are very helpful,everything smooth and easy. But after when i decide to cancel contact after 3 years I felt like in the court, they were asking so many questions more likely personal questions which I don't have to tell at all what I'm going to do in the next 6-12 months, this is my personal things and you never know what's gonna happen tomorrow even. It took me more than two hours to cancel contact, I been transferred to many times to a different departments and been talking with 6-7 different people, also they disconnect me 3 times, first telling me can you wait I will put you on the hold and after 2-3 minutes you hear Lovely beep signal on your phone. I wasn't happy at all, ridiculous. Finally I had to ask for cancellation team manager, he was very helpful and cancel the contract. Cost for me to many nervous, in the end I had to take some medication to calm down, too much!!!!!!!!!!!!!!!!! Not happy at all and never gonna recommend for anyone........”

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Posted 6 years ago

“Terrible call centre, inept service. Use another provider for your broadband. Finally got through and put on hold by a rude call handler.”

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Posted 6 years ago

“Prices up 15%. When I queried this I was offered a new contract at a 30% increase!!!! No idea as to how to engage with genuine concerns about price rises.”

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Posted 6 years ago

“Virgin media customer service is disgraceful. They totally ignored my request to cancel the TV part of my package for 6 months until I left completely. When I refused to pay for the cancelled service which I had done on several occasions they sent a debt company after and ruined my credit rating. Never use them 😠”

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Posted 6 years ago

“I signed up for Virgin Media on the 9th of October after several calls to Virgin Media support the service was finally installed a week after Curry's promised install date. The service was working fine except for a few unscheduled downtimes, but the main problem started when I moved to a new address on the 14 of October. First of all, I was not told that the new address required new equipment as according to the engineer was not correct for my area even though it was listed as a Virgin Media enabled address. I also was not sent any new equipment to the new address. After all the hassle I found out that my email address had not been changed when moving. This required another hour on webchat followed by 30 minutes on the phone to support. The issue that put me over the edge though was to receive a new bill ignoring the monthly discount I received when signing up and a charge for moving to a new address.”

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Posted 6 years ago

“They only get one star as that's the minimum you can give. I would give them zero if possible. I have never dealt with such an incompetent company. I requested that my package be reduced both in writing and by telephone yet it took three months before I was told it had been actioned. What a surprise when the following month nothing had changed and they were still billing at the higher rate despite telling me I would receive a refund. Finally moved my account to another supplier and the incompetent staff at Virgin Media are still billing me (now at the reduced rate) although I am not even connected to them. Also spent three years contacting them regularly to get access to my online account. Didn't actually get anywhere with them and never managed to have access to my account In addition the broadband speed which was supposed to be 100Mb was only 38Mb yet my new supplier managed 42Mb on a 40Mb service. Take my advice and avoid at all costs.”

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Posted 6 years ago

“Virgin media had to cancel my account as I moved address and they don’t provide service to my new property. I was advised by customer service representative that the account is closed and no further payment was needed and the last thing I needed to do is send the equipments back which I have back in August. I did NOT hear back from virgin media except to say they’ve received the equipments. Virgin never tried to contact me and 2 weeks ago I received a message from a debt collecting agency to say that I owed virgin media 32 pounds exist fee!! I am shocked and angry that virgin have failed to contact me directly and instead referred the case straight to debt collectors. I assure you that virgin has NO evidence to prove they tried to reach me because they never did. Anyways I called the customer service line and I spoke to the rudest manager ever, she claimed that I still had fo pay the amount even though virgin media were the ones to cancel the account. She the. Proceeded to say it was a charge because I didn’t give enough notice?!! What notice ? I never cancelled or wanted to cancel! Furthermore, she says virgin back office will prove that they tried to contact me and I am still waiting for that proof. Virgin media have become the worst of the worst of internet providers. No company will charge you exist fees if they cannot provide their service , only virgin media would. Virgin media also is a disrespectful and dishonest company with managers at call centres that don’t know how to deal with customers. Virgin media is the biggest scammer on the market, trying to charge 32 for exist fees and never communicate this with customers, instead they go to debt collectors. Virgin media which was the best company out there, dont even deserve to be call the worst since the worst is an upgrade to what virgin media have become.”

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Posted 6 years ago

“Virgin media had to cancel my account as I moved address and they don’t provide service to my new property. I was advised by customer service representative that the account is closed and no further payment was needed and the last thing I needed to do is send the equipments back which I have back in August. I did NOT hear back from virgin media except to say they’ve received the equipments. Virgin never tried to contact me and 2 weeks ago I received a message from a debt collecting agency to say that I owed virgin media 32 pounds exist fee!! I am shocked and angry that virgin have failed to contact me directly and instead referred the case straight to debt collectors. I assure you that virgin has NO evidence to prove they tried to reach me because they never did. Anyways I called the customer service line and I spoke to the rudest manager ever, she claimed that I still had fo pay the amount even though virgin media were the ones to cancel the account. She the. Proceeded to say it was a charge because I didn’t give enough notice?!! What notice ? I never cancelled or wanted to cancel! Furthermore, she says virgin back office will prove that they tried to contact me and I am still waiting for that proof. Virgin media have become the worst of the worst of internet providers. No company will charge you exist fees if they cannot provide their service , only virgin media would. Virgin media also is a disrespectful and dishonest company with managers at call centres that don’t know how to deal with customers. Virgin media is the biggest scammer on the market, trying to charge 32 for exist fees and never communicate this with customers, instead they go to debt collectors. Virgin media which was the best company out there, dont even deserve to be call the worst since the worst is an upgrade to what virgin media have become.”

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Posted 6 years ago

“If I could give them -5 starts I would do ! Charging me for 2 tivo boxes when I actually got only one TV at home ... how is that possible , try to contact them at least 3,4 times and the answer it was “Yes we will send a notice to main office” then in 2 weeks time they sending me another email saying that I still didn’t return the second TV box ... the worst tv and broadband provider !”

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Posted 6 years ago

“Called the call centre in India back to Scotland from scotland back to India from India back to Scotland from Scotland back to India from India back to Scotland then I speak to Susan after 2Hrs 45 minutes then she disconnected the line. Appalling download speeds that warrants an engineer that they in ''Scotland'' have to arrange through India.I have been informed that all my devices are faulty including the cable sent by Virgin,the weather,Wifi although it's an ethernet connection,the house,the dog,the cat and just about everything that's causing the slow download speed but ''Not'' Virgin Media's oversubscribed service. I will be writing to Criss Bell and ask him why customer services deliberately put the phone down when asking to cancel. Now cancelling as within cooling off period. See you in court VirginMedia”

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Posted 6 years ago

“There is no customer service whatsoever. Once something stops working good luck trying to contact them.”

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Posted 6 years ago

“worst service i've ever used in my life. You sign a contract with them for 12 month, after 12 month they automatically charge you monthly. Can't reach them via the phone number (doesn't work), no customer service service email, nothing. The only way to get to them is to go to the nearest store. The website is made deliberately for you to get lost there and regret all your life choices, it's confusing, misleading and made with a single purpose- to cheat a client. There's no option how you can cancel your package, i guess once you start with this company they make you stick with them forever. Terrible experience, last time they have charged me 50 pounds without even informing! WHAT A LOVELY COMPANY. And that was after my 12-month contract with them ended. FRAUD with a mediocre service”

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Posted 6 years ago

“Shocking company, I would never use this bunch of numpties again even if the service was free, customer services team who are unable to speak English and threatening letters issued all the time even though their equipment has been returned and signed for by the company. I even received a cheque for a credit balance after the service was terminated followed by you owe us money, you couldn't make it up. If there was an option for 0 stars then this would have been selected.”

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Posted 6 years ago

“The worse company I have ever had to deal with. The customer service is diabolical, unprofessional and disrespectful. I have been trying to deal with virgin mobile, who do not have an escalation process and no representative takes ownership. To give context, we have a iPhone 7+ that broke early August, we took it to the Apple store to ascertain the issue. A Genius looked at it is broken but could not advise what was wrong apart from it was in good condition. He advised that as is was not provided by them we would have to go to the retailer who sold it, Virgin mobile. The Apple Genius emailed me his prognosis so I could pass it on to Virgin. Around 15 calls (each taking around 40 plus minutes), 2 emails later we are still no further on. We have been asked to email the Apple email, they lost it, a case manager said he will repair the phone, no follow up. Becuase my daughter has not had a phone for nearly 3 months e weeks ago I said I would pay the £47 to repair the phone, I asked the customer service representative, Sky, ironic, to send me all that we had confirmed in writing. They send a letter referencing a iPhone 7, requesting £47 service charge and £264 repair fee and a deadlock letter, all in one. The letter stated thatvthey "deeply value our relationship " that they are "committed to providing me with the highest level of service" The last straw was on Saturday they said that they will listen to the recording of me conversation with Sky and call me back 5 p.m. on Tuesday and to make sure I am available to receive the call. Did they call, did they heck!”

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Posted 6 years ago

“Wife spent well over 30 minutes on phone trying to cancel contract after 11+ years. Passed To. over 5 different departments. Wont bore you with the details. WILL NEVER EVER BE INVOLVED WITH ANYTHING ASSOCIATED WITH VIRGIN MEDIA AGAIN. NEITHER WILL ANY OF MY FAMILY MEMBERS. { ICONIC BRAND MY ARSE }”

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Posted 6 years ago

“Opened an account when I was in the UK last and cancelled before I left. Continued to get billed with 0 ways of making an account, being able to reach customer services or even pay the unnecessary charge. Still being charged to this day. DO NOT USE THIS COMPANY.”

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