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Virgin Media Reviews

1.2 Rating 1,852 Reviews

4 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 1,852 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

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

Virgin Media 1 star review on 21st December 2022

Virgin Media 1 star review on 21st December 2022

21

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

“Awful, almost non-existent customer service. It can take an average of an hour to get through to someone on the phone in India (service agents with limited English). They'd rather you go through an online forum or divert you to a 'chat bot.' The broadband itself is sketchy with regular major drops in connection and speed, which can affect your ability to work. They auto-renew your contract even if you ask them not to, then blame you for it. I'm so glad to be leaving them. Never again!”

Posted 6 months ago

“Virgin have an artificially inflated score on here due to it not being possible to give zero stars. Worst customer service I have ever dealt with, just thrown all their equipment out of the window.”

Posted 6 months ago

“Ripp of they change my bill to £52 a month without telling me”

Posted 6 months ago

“It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this? I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis. If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy. But you do it anyway. Just look at the reviews amassing on Trustpilot. When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.”

Posted 6 months ago

“I was signed up for broadband and phone but I just wanted to postpone my contract for 8 days until my previous contract expired so I started to get in touch. After work the following day about 7 o clock I tried to call them but no matter what I tried to do on the phone and on line couldn't sort it. The following morning it took me 40 min to speak to someone that might be able to postpone the contract but they said they couldn't do it. At this stage I am getting disappointed with the service so I told them to cancel everything.”

Posted 6 months ago

“I wish I could give it a 0 star!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! >>I took the new broadband service and they cancelled the appointment on the last day. >> In the meantime I cancelled my current provider and am working from home without an internet connection. >> I called customer care and they don't have a valid reason to change the installation date >> After 1 hour of argument customer care executive advised me to buy a new sim card and he promised he would activate free unlimited data for a month. >> I bought a new sim card from my pocket and called back customer care again and the new agent don't have any clue what I am talking about and she promised she will call me back after a few hours. >> No calls were received from the end and I called back again the next day for an update that time the customer care agent is nice and helpful he explained to me that I won't get any wifi dongle and no unlimited data in my new sim card because I am not eligible for nothing. >> In the meantime the installation date is moved forward to one more month. What a pathetic serviceee!!!!!!!!!!!!!!!...”

Posted 6 months ago

“Just terrible, every step of the way. DO NOT USE VIRGIN. Annoyingly I am trapped in contract with them across 5 houses. - They charged me £100's each month for a calls on a phone line we never had (never got that money back) - I continually give them direct debit details, they keep not taking payment then charging me £50-£100 fine for lay payment each month despite it being their fault, then they disconnect my Internet out of hours so we have no internet and can't resolve it until they open the next day which takes hours of time calling - Signal often appalling and customer service not existent - It took 7 months to install our internet in our latest property, with promises each month it would be installed”

Posted 6 months ago

“I wouldn't even give one star!! 18 month contract which started off not too bad, until outwith the cancellation period - then nothing but issues with internet connection being lost several times a day. Customer service (if you manage to get through) is atrocious, making promises they do not keep. Tried to escalate the issue & eventually, on 2 occasions, managed to lodge a complaint which resulted in an email saying "this is now resolved & the case closed"! This was within a couple of hours of receiving an email to confirm they had received my complaint! It is not worth all the hassle taking Virgin Media TV &/or Internet - I waited 16 months, counting down the days until I could provide Virgin with their 30 days notice of termination. They've also taken £190 from my bank account & said they'll refund any overpayment within 4-6 weeks... now to see if that actually happens too. Very poor service. 😡”

Virgin Media 1 star review on 15th September 2022

Virgin Media 1 star review on 15th September 2022

Virgin Media 1 star review on 15th September 2022

Virgin Media 1 star review on 15th September 2022

Posted 6 months ago

“Over two months and can't sort problem out, poor customer service”

Posted 6 months ago

“Worst customer service ever! Loss of connections and frequent low speeds under 20 mbs/s whilst paying for 350 mbs/s. All response- we cann't see any fault on our side, just keep monitoring connection and restart router what I've been doing every second day for 2 weeks already. No resolution or guidance how to solve issue at all. AVOID Virgin Media, what's point of speed if no stable connection!”

Posted 6 months ago

“****DO NOT JOIN VIRGIN FOR ANY SERVICES… ****DO NOT JOIN VIRGIN FOR ANY SERVICES ESPECIALLY BROADBAND***** If I could give less than 1 star or minus I definitely would award this company the crappiest service ever. If you join Virgin Media you will be paying for intermittent and complete loss of service. You will be told you can be compensated but the service is completely lost so you still need to pay for your service in full even though you sat there for a full weekend with no services. This like most companies is a joke and they just want your money. The worst service ever!!!! Keep looking but don't settle or promote this complete waste of service. You will regret the day you signed up, believe me!!!! They will even reply to this like they are gonna look after me but in reality they will waste your time, resolve nothing and ask for a review 🤷🏾‍♂️ The service sucks!!!!”

Posted 6 months ago

“I have been trying to get virgin in my flat and given my entire street has it they can not give me any explanation why they cant wire me up despite their access point being 2 meters in front of our front door.. The women in the sales department was beyond rude saying they do not have money for cables :D i find this beyond annoying and i have been waiting for nearly 1 year for a simple cable i can even run myself and given every building around me has it i do not believe there can be any logical explanation to their refusal to run a simple cable.”

Posted 6 months ago

“Awful customer service even to try and speak to someone took over an hour it is unacceptable you get passed from one person to the next person to the next person no one can actually deal with your problem you asked to speak to a supervisor you don’t actually get past to supervise you get past another team I’ve never known a CallCenter so bad in my life”

Posted 6 months ago

“DISGUSTING COMPANY - MISS SOLD TO AN 86 YEAR OLD WHO CALLED TO CANCEL HER CONTRACT DUE TO THE COST OF LIVING CRISIS AND WAS TOLD VIRGIN WOULD DO A BETTER DEAL WHEN IN FACT SHE IS NOW PAYING SO MUCH MORE AND HAS BEEN UNABLE TO SPEAK TO ANYONE DUE TO SUCH POOR CUSTOMER SERVICE AND HAS BEEN REDUCED TO TEARS OVER THE ISSUE. SHAME ON YOU VIRGIN MEDIA”

Posted 6 months ago

“Honestly, this company has given me mental health problems. I don't know if trustpilot will allow me to write as much as I need to write! I have been with Virgin for a lot of years under three different contracts. I would say around 15 years. Every 4 months they up the price and I have to call to have it lowered. They use this opportunity to get me to add just a couple of pounds a month onto the contract as a lesser evil to the massive price hike. They then do the same at the end of the contract but they almost double the price so that they can add an extra fiver. These conversations are the most stress inducing conversations I have ever encountered with any company, they are horrendous. I have mental health problems almost every time I hear from this company as it is almost always an argument to get my prices lowered. I honestly can't express how horrible this company is, they are manipulative and use dirty tactics to steal from the consumer. I just got off my final call with them and I have terminated my contract (As they wanted to add £10 to my monthly contract and wouldn't budge). I was told by the nice sounding geordie on the other end of the phone that the company has to make profits and that they will always raise the price of your contract. I pointed out the record profits of virgin media and asked why these weren't passed onto the consumer, he said that is just how companies work. I do not want to be part of an organisation that makes record profits and still charge their consumer more money based on the cost of living going up. Surely the cost of living is an issue for us??? The CONSUMER!!!! Worst company ever.”

Posted 6 months ago

“My advice, stay clear of Virgin Media, Volt and their partnership with o2. I thought I had an 18month contract from my o2 shop for £22.99p + free set up. On the basis of this seemingly good deal I bought a mobile phone from them and a £10 monthly mobile phone contract which has been ok. When the broadband contract appeared on screen it was £25. 99p + £35 set up. That was'nt the worst of it as I started getting demands for £45 per month, paying 2 months up front + £35 set up. I visited the o2 shop to complain and they said that figure was a mistake and they would sort it out. Nothing happened, I phoned Virgin Media and was told that I must pay £45 per month. Over the month of August (2022) it seem that o2 have just sat on the fence over this. The contract I thought I had when I walked into their shop appears to have been a myth. Even paying more at £25.99 would not be so bad but Virgin Media just kept demanding £125,44p for 2 months up front + £35 set up charge. In the end I cancelled the direct debit that was due on 30/9/2022. I've now been offered another deal from Virgin Media for £29 per month with the verbal promise not to charge for the broadband which I've been using for the last 2 - 3 months. But my gut feeling is I do not trust them and just want to get shot of them and am faced £280 + cancellation fee + other charges.”

Posted 6 months ago

“After paying Virgin media my hard earned money for the past 20 years, when I desperately needed support due to my broadband going down they couldn't have cared less. Despite explaining my hub was clearly broken and that I was in the process of starting a new business from home, they flat out refused to send out a new hub (unless I paid even more to upgrade) and told me I would have to wait a week for an engineer. Unhappy with this, I told them I would find an alternative provider which I did. Despite various phone calls to Virgin and discussions with them via Twitter, they failed to tell me I had to give 30 days cancellation until I called today to tell them I am now with Talk Talk and this is despite not even being in a contract. They basically told me it was my own fault for not being aware of the T&C's and not reading their cancellation policy. So now they intend to charge me for broadband I won't be using for the next month as its been disconnected when I moved to Talk Talk. Had they informed me of this when I first told them I was leaving, I could have cancelled 3 weeks ago. Disgusting company, appalling customer service and clearly have no value for customers. Their customer representatives are insincere and unhelpful which is why I will now be actively discouraging others to choose them. And isn't it interesting that for all their insincere apologies when you complain, they never, ever offer anything other than an option to discuss it further i.e. continue banging your head against a brick wall as they frustrate you further because they really couldn't care less and will give nothing to compensate for their inadequate provision”

Posted 7 months ago

“I'm very disappointed with the service I have received! This is unbelievable that your people does not listen to clients! I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people :45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me! Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!”

Posted 7 months ago

“Similar to many other experiences I have read here. Without going into the details (many hours spent!) when my contract came up for renewal they attempted to sell me things I did not want or need; I cancelled by post because I was unable to get hold of someone by phone (you have to write by post to cancel if you cannot get through to someone.). They send me an email with a survey saying sorry you are leaving, so I know they received my cancellation letter. VM set up a new contract for me without my approval and are demanding payment. They are emailing me with threats to my credit rating and that they will contact bailiffs who may come to my house. I have spent hours on emails, live chat and phone, it is vey difficult to get to talk to someone or to get a proper response to any communication. When I do manage to talk to anyone, they will not talk to colleagues to sort this out, or agree to receive emails from me with evidence that I cancelled whilst in credit. I have submitted 4 complaints, the first three they have answered by sending me a standard letter with blanks ("your issue is...blank. our resolution is...blank"). I have written to Ofcom. I am concerned about their policies and processes - should this be investigated? Internet, TV and mobile are essential services these days, I would be very concerned for people who are vulnerable and in receipt of their services. If you are considering taking out a contract, or renewing one, you may wish to consider my experience of receiving threats to credit rating and of having bailiffs at your door.”

Posted 7 months ago

“Absolute joke of a company. Waiting 10 mins to speak to a foreign person with broken English. Could not understand him . Could here other staff laughing in the background..horrid experience 0-10”

Posted 7 months ago

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Virgin Media is rated 1.2 based on 1,852 reviews