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Virgin Media Reviews

1.2 Rating 2,134 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,134 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 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

Virgin Media 1 star review on 4th April 2024

47

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 customer service Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.”

Posted 6 months ago

“This is the rudest, most confusing company I've ever dealth with. First I was supposed to get an email from the person I spoke to on the phone and set up my contract with, regarding my contract and a discount I was supposed ro receive, explaining this. I never got it. Second im trying to install the box I received but there's already a cable in the wall which I need to replace. I called for help, but it took me 10 minutes to go through the ridiculous options in the menu to finally have the right department. When I spoke to someone there was so much background noise I couldn't hear them. She reassured me she could hear me, which obviously doesn't matter if I cant hear HER. She asked me confusing questions i had no idea what she was talking about. Literally all I want to know is how to replace the cable in the wall. When I got confused and asked her what she meant, she told me to look up the contract. I did. She asked for specific information and I told her I didn't understand her, as this is not my first language. I kept asking for her to repeat her question or maybe explain in a different way. She hung up. Absolutely appaled by the customer service, the unprofessional attitude and lack of help.”

Posted 6 months ago

“Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use. We are moving to Plusnet where we get 500mb for £35 per month. We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023. Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules. Avoid Virgin, they are expensive, dishonest and do not play by the rules.”

Posted 6 months ago

“What a joke. No service. Issues constantly. Aloe speeds. We need to get out of any contact ASAP”

Posted 6 months ago

“I placed an order on 25 August. Account number: 347490703 Area reference: 03 It took 5 visits for almost a month which I had to attend and have time off work for them to find out my flat is not serviceable. After the first visit the technician said there is no signal in the cable and left. There was no follow up from Virgin so I had to call them to see what's wrong. I was scheduled for a second appointment on the 12th of September. Subsequently the appointment got postponed for the 16th. I called to see if everything was fine and they said there should be one extra appointment prior to 16th for a survey which will happen on the 11th and I for sure need to attend. I was home on the 11th but nobody came. On the 12th I got a call from a technician asking if I was home!!! I called multiple times each for 45min to coordinate them as they looked completely unaware of what's going on. The appointment on 16th got postponed for 22nd and a servey happened on 20th September. I was told multiple times not to worry that I will be installed with working internet service on the 22nd. On the 22nd after one more morning off work the technician came, this time stayed for 1.5h talked to his boss and decided they cannot be bothered investigating further declaring my address non serviceable. I was recommended to find a different provider.”

Posted 6 months ago

“1) my virgin media contract with you finished on 17 Aug 2023 you have charged me to end of August and you worked out your own price. Your service was disconnected on 14 Aug 2023. You were advised to take your modem; tv box; remote and wiring. Then you provided a box and everything given at O2 shop Lombardy parade Uxbridge road UB3. on 28Aug 2023 and receipt obtained by me. You keep sending reminder for your kit. I have tried to send you image of receipt but I find no way of doing that. Only option you given me is that I should give you a date for some to collect your kit. Cannot you ask if I have returned kit I should send you a copy. On whatapp you ask multiple question for long time then I have to listen to recorded messages for long time, then you are very busy. Same thing happens om mobile phone.”

Posted 6 months ago

“Embarrassed and judged by a call handler when asking for an extension as an ongoing health problem has hospitalized me again. Was told that my illness is just an excuse not to pay. I feel totally disrespected. It has taken over 8hours on hold over 3 days to speak to someone to be met with that. Shameful!”

Posted 6 months ago

“Such a joke! Outages left right centre. Very slow speed.”

Posted 6 months ago

“No telephone support.”

Posted 7 months ago

“We have been with virgin media for a long time but the quality of service in the last year has been abysmal. In the last 9 months we have lost our landline and broadband 3 times. Each time we have lost service for several days and have to navigate the offshore call centre who are not empowered to do anything other than put you on 24 hour monitoring to confirm if you have a problem. After this or multiple 24 hour monitoring periods they will agree to book an engineer but the earliest appointment at the moment is 3 days away. So assuming it actually gets resolved on Tuesday it will have been 5 days. The issue this time was that Virgin engineers came to connect a property 2 doors down and wrecked our connection. Knowing this they left the site without repairing it. They said the wiring in the street was a complete mess and they didn’t know what to do! So we go to the back of the queue spending hours chasing call centre staff to get an appointment. In the meantime we can’t work from home, our kids can’t do their homework and everything else in the house that relies on broadband is broken. There is a standing joke at my work about the state of my broadband. I am fed up defending virgin, I would not recommend them to anyone considering a new broadband provider. When it is working it is some of the fastest broadband available but stability of the service and response when things go wrong are far more important. I doubt very much that I am getting anywhere near the speeds I am paying for on average anyway. If you are considering moving to virgin I would think very carefully about whether your existing supplier is reliable first and what their customer service is like.”

Posted 7 months ago

“My experience with this company's customer service has been extremely disappointing. I found their service to be terrible. I had to make a staggering 20 phone calls just to inquire about the status of my refund. To make matters worse, even after patiently waiting for two long months, I still had not received my refund. They said it would take more than 30 days to get the refund vai post.”

Posted 7 months ago

“The worst. Stole my money. Deny any offer of compensation. I have email proof. I have been promised the cheque. Who uses cheques now days. Never appeared Terrible WiFi even worse customer service. Left in May still waiting for my money and some compensation for the appalling manner I have been treated”

Posted 7 months ago

“oh my god oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself.. so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE, one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help. YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind Date of experience: September 12, 2023”

Posted 7 months ago

“Please do not use them, they are little shives, they increase prices over time and very rude people, they also give you a few weeks good internet after that it will slow down, they know what’s the problem but they wast your time and they are not helpful, everytime if the contract ends they increase the prices instead of looking after you after staying with them, do not use them they are not a good company,”

Posted 7 months ago

“Worst customer service ever. Increased the contract price which led me to request cancellation of package. I was on hold for 2 hours then asked to go to online chat where it's an additional 2 hours wait time after which it automatically disconnects. There is no email id for customer support. Ridiculous.”

Posted 7 months ago

“Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time. They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start... I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day. A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property. I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee. All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie). I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.”

Posted 7 months ago

“Worst customer service EVER! Been on hold for hours, chat won’t connect to an agent, I just want to cancel my contract but I literally can’t because I can’t get through to anyone!”

Posted 7 months ago

“I've been with them for over 20 years but since Dickie Branson sold out to global it's a case of tough, we're offering new customers more. I did call as asked but all I got was pay more or tough attitude. Im on a discount but know of some paying the same but has higher speed and unlimited data on phone. Im happy with Smarty so all I want is faster speed. But good side is you can get in touch easy when there is a problem”

Posted 7 months ago

“Most horrible customer service i have ever talked to. (Or tried talking to) I have no access to my online account, have a 50 pound credit, can't call them because supposedly i have an outstanding bill (which i don't as have yet to receive my first month's bill). The only option for me is chatting with them, which puts you in a queue. If you get lucky after a couple hours, somebody answers. You explain everything to them and they'll tell you they call you when its solved. Doesn't happen.. you try again, explain again. Give them all sorts of proof. They are trying to deny you your 50 pound credit. They happily say ah end of day ill transfer you through...”

Posted 7 months ago

“I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.after I raised a complaint I simply got another reply asking me to raise a complaint. Still no credit of £50 to my bill which I was promised two days ago.”

Posted 7 months ago

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Virgin Media is rated 1.2 based on 2,134 reviews