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Virgin Media Reviews

1.2 Rating 2,143 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

1.2

Based on 2,143 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

“A sick dysfunctional organization which is rotten from top to bottom. No internet for 6 days now after agreeing a new contract. Call centre in India is bizarre and totally incompetent they will drive you insane and waste your time. I've lost work, spent hours on the phone missed doctors appointments raised complaints to no avail. They have reneged on contractual agreements, In my many years of business and being a customer this is the sickest rancid disingenuous organization I have ever encountered. Please be warned don't end up like me totally helpless, not listened to and actually ripped off. AVOID at all cost - I have warned you. To add insult to injury the technician attended and didn't even have the ability to deal with the Indian call centre - pathetic to watch and experience - then again this is a pathetic organization. Im looking at taking to the small claims court and reporting to Ofcom as this cannot continue and customers be abused and treated this way. I feel for the elderly who have to deal with these absolute clowns. Their CEO Lutz Markus Schuler, and Enrigue Medina Malo and Patrica Cobian run this company without any integrity or customer service focus.”

Posted 4 months ago

“Appalling customer service. My home phone line stopped working, so spend about 20 minutes on hold. was told an engineer needed to come out between 4-7pm. They never turned up, and phone still off. Called again, and 17 minutes on hold. Was told an engineer didn't need to come out, and that my phone had been disconnected. He said (in very poor English from the call centre somewhere in the world) that he would switch it on, and to wait 1-2 hours. 7 hours later, still no phone, so on hold yet again waiting to speak to someone who doesn't understand what I'm saying. Disgusting service, Virgin media. Will never use them again, and let's see if I get the refund for the week with no service.”

Posted 4 months ago

“Terrible customer service. Kept waiting to speak to an agent for 2 hours. They need to employ more telephone agents. Installation was poor and faulty. Shoddy work, struggled to get them out to redo. That was still shoddy.”

Posted 4 months ago

“Honestly 2 years not a problem, on the priority list due to being disabled. Then re signed in September, was told the following: Upgrade to hub 5 Black WiFi pods Volt boost to internet speed Sky sports and mixt. £47 a month, good you think. The last 2. 5 months have been a nightmare.never got what I was told until after 30 -40 calls 1-1.5 hours on the phone to customer services getting bounced all over the place to overseas call centres, I one call I was place on hold 6 times, bank on 3 mins and overseas call centre picked up the call. 6 sets of security, 6 times explaining the prob to be fobbed off. Even today cut of 3 times( and you know when someone has put the phone down) was promise call back not had one yet! Over 3.5 hours on the phone today. 2 weeks ago received my hub 5, still no volt Benifit’s probably touching 40 odd calls. So white pods don’t work on hub five but even though I am on the priority register suffering PTSD, and explain over and over again that when I am on my own I need to stay upstairs. They refused point blank to send me the new WiFi pods out until I returned my old router and pods! I did this the day after receiving my hub 5! It’s now been 2 weeks 3 days with out internet upstarirs. Since September I have not received the service I have paid for; Virgin media have broken there complaints code of conduct, customer service code of conduct and technically have breach there contract with me for the utter failing and incompetence to supply what I paid for! So far received hub 5 after 2 months Received one month free service that’s it. I am still without internet upstairs they have failed in there broadband garentee contenders loss of service honestly don’t give a dam. Some of you might know, the slightest change to routine for PTSD sufferers is bad enough but this has really start to effect me affect my health. What’s the point of having a priority/ accessibility list when you don’t anything to help! What a joke, you take my money in turn I don’t get what I paid for, don’t provide the service I paid for nor the support. You should be ashamed! This will make you laugh got offered £20 compensation today! Don’t even touch the sides”

Posted 4 months ago

“You've got a better chance of seeing mountain goats flying 747's passed your windows than getting a satisfactory conclusion to many of the issues based around Virgin customer services poor attempts at trying to resolve its customers calls for assistance.”

Posted 4 months ago

“AVOID Virgin Media as it gets on a cheap contract then increases the prices. I have been overcharged and customer service is useless, they put you through one department to another, you are left hanging on for ages, different countries and cut you off. As my contract was ending, I requested a cancellation of service instead I was put on another contract that I did not agree to. I cancelled my direct debit and am now getting demanding letters and threats of bailiffs. VM are bunch of crooks. Don't rely on the so called 'independent' regulators as they funded by providers who pay them a fee for each dispute they have to review.”

Posted 4 months ago

“The Downfall of Virgin's Reputation Using Virgin Broadband for my properties has been an absolute train wreck: Customer Service: Endlessly Horrendous - Every call is a descent into madness with endless waits and abysmal support. It's a vortex of despair. Phone Support: Excruciatingly Incompetent - They're not just unhelpful; they're a liability. Complete ignorance and utter disregard for customer issues. Installation: A Complete Joke - They've never met an installation date. It's a chaotic mess of broken promises and sheer incompetence. Service Quality: A Total Failure - The service is not just bad; it's catastrophically terrible. Constant outages, snail-like speeds—it's a disaster. Virgin Broadband is not just the worst in the market; it's a stain on the Virgin legacy. Their business practices are laughable, and their service is a joke. It's obvious they're headed towards inevitable bankruptcy. Everyone knows Virgin Broadband is the bottom of the barrel in internet services. Avoid it like the plague.”

Posted 4 months ago

“Virgin Media service has deteriorated in recent times.Very frustrating company to deal with when things go wrong.Engeneers don't even turn up.They bully people as well.Just cancelled your direct debit and treat them the same way they treat customers.Dont be bullied.Anonymous and angry.”

Posted 4 months ago

“I have been with Virgin Media for 12 years and had quite a few issues with them to be honest, but this one takes the biscuit. I moved house last November and called them to say I was moving and want to transfer my contract over to my new house, however little did I know they did not carry it over but actually restarted my contract completly making the contract date end 6 months later, however they did carry over my Promotions, meaning now my promitions have ended but my contract still has 6 months left, putting my contract up from £29pm to £57pm, I contacted them several times and made a complaint, the customer service were all rude and unhelpful and in the end claimed no fault and refused to rectify the situation, leaving me paying a contract I cannot afford, I am disgusted with Virgin and when my contract renews now in May I will cancel and move to BT, never to return and make everyone aware of there antics, BEWARE!!!!, do not use Virgin Media they are scammers and cheats.”

Posted 5 months ago

“My experience with Virgin Media has been nothing short of horrendous. The connection is consistently unreliable, with frequent outages that disrupt work. But worst of all is Virgin's customer service. Not only are they completely unhelpful, and unresponsive when things go wrong, it seems they are trained or incentivized to tell complete and blatant lies about promotional offers to get you to sign up to contracts. I was promised free Netflix as part of the contract, but have been paying £20 extra per month. The worst thing of all is that I clarified several times on the call that this was a completely free extra and requested written contract upfront. They made an excuse about not being able to provide the contract up front, but reassured me several times that once I had started the contract they could apply the promotion. Don't trust them it's a complete lie!! I do not know how they are able to get away with it, but it's a complete scam. I have since been unable to request the promotion or resolve the billing discrepancy over the phone, and have resorted to requesting a written copy of all telephone interactions we have had, attemptung to prove to Virgin that they blatantly lied to us. It's disheartening to encounter such dishonesty, eroding any trust I had in the company's integrity. Its not a nice experience dealing with a dishonest company, with such deceptive practices.”

Posted 5 months ago

“Been with Virgin for about 4 years and so so service. Current contract coming to an end and signed a new deal I was happy with a few weeks ago. I have the signed contract in pdf format but was concerned it wasn't showing on my account as a change. 4 hours on what's app chat yes 4 hours and no apparently I don't have a new contract and I'm not entitled to one as an existing customer! Sorry but I do and I have the pdf to prove it. When I asked to escalate this to a manger the chat went dead and they disconnected me. 4 hours to be told that. Garbage company. Sorry you don't get away with it that easily. I am expected to honour my contracts so you will to. Tried again a couple of days later and I've now sat in chat for a further 9 hours in total only to be cut off each time when the foreign call centre closed. I have sent my contract pdf to Virgin 3 times by email and made 3 formal complaints and been ignored. I've called the call centre and got as far as the virgin contact needing manager approval and promising a call back and have still not having one 2 days later. I've called again wanting to cancel but now the call centre just cuts me off after 10 mins waiting. Wow just wow you can't update your contract, you can't cancel it, you can't complain. Absolute crooks. In all seriousness do not go with this company just don't. I've never experienced anything like Virgin and they just don't care. I can't even cancel. This must be illegal but they are utterly incompetent beyond belief. Pity I can't I give lower than 1 star. I have it in writing an 18 month contract at a good price. Perhaps someone offered me too good a contract and now the crooks don't want to honour it. Avoid avoid avoid - wouldn't get this from Sky. I have no idea where your chat/call centre is but they need to be fired”

Posted 5 months ago

“I've been with Virgin media for 13 years. A couple of weeks ago it seems by hub was compromised because despite changing all my password and factory resetting all my devices, duplicate accounts are still being set up and trying to draw money from my account. At first it seemed they were going to offer me a new hub, but then I was put through to someone who withdrew the offer. I have been through HELL the last two weeks. I am self-employed and have got next to nothing done trying to secure my online accounts. I said a hard reset was not going to set my mind at rest as I would still have the same IP address and that if they couldn't provide a new hub, I wanted to cancel my contract. I was then put through to someone who claimed from the get go that he couldn't hear me when I requested to cancel my account due to an alleged delay on the line, despite replying promptly to everything I said. He kept on insisting that he wanted to call me back on my number ending 414 and I told him I was locked out from renewing my data pack on that phone due to the details I was providing not matching those they had on record (one of a trillion problems I have had these last two weeks). He kept insisting over and over to call me back on that number, and I guess it is possible I could still receive a call on that number if I re-charged it. However, like I said, there was no evidence whatsoever of a delay on the line and there is also no way I can think of that Virgin would even know I have a number ending 414. It is not a Virgin mobile number and has never been registered to any Virgin account and I'm 100% sure of that. The whole thing has left me feeling utterly paranoid. Your response was to close my complaint (despite my asking for a written response) and suggest I seek help from the Virgin online community. I am not going to seek help in your community because I have already spent TWO WEEKS trying to resolve this with advice from various forums and it is not my responsibility to resolve. It's yours. After 13 years I requested a new hub to feel secure and you refused. Notwithstanding the fact that I did not believe a PIN / hard reset would resolve the issue, I have done a hard reset and as my phone was reconnecting a warning message flashed up that the WiFI was NOT secure. McAfee confirms the same (see screenshot attached). The WiFI connection is risky. I have already been hacked and have lost two weeks of work trying to secure my various accounts and had money taken from my account from a bogus account just today. It went within 5 minutes of my transferring money from my instant saver to my current account to pay for petrol! If I'm not entitled to a new hub, I don't know who is!!!! £67.50 a month for a risky connection!!!! I've also attached another screengrab from McAfee from another device. For the public, who I think can't see attachments, it reads: Your WiFi connection isn't safe. You should disconnect now to protect personal info like your credit card details and passwords. So I guess as an online tutor, my options are to go and work in a noisy internet cafe all evening (because that looks and sounds SO professional) and where I will probably have to spend at least a third of my earnings in drinks and snacks to avoid hogging a table for hours on end without spending anything OR stay home and risk serious and significant financial loss. It's unbelievable you think this is acceptable!”

Virgin Media 1 star review on 15th November 2023

Posted 5 months ago

“Poor customer service”

Posted 5 months ago

“I’ve been with Virgin Media for around 6 weeks. I’ve had nothing but problems and had to phone customer service 6 times! Their customer service is absolutely awful. They’re based in the Philippines and don’t let you speak, constantly talk over you and can be very rude! They try and sell you packages but don’t explain in detail what they include. I recently upgraded my package to M350 volt broadband, landline and 360 box. But none of these services have worked for 7 days, as they cancelled the package!! Waited 3 days for them to call me back, and I heard nothing. I had to call them today and waited 45 minutes to get through. I now have to wait an additional 8 days for an engineer to come out! Dreadful!!”

Posted 5 months ago

“I am absolutely fuming and appalled, at the way your overseas staff spoke to, and treated my daughter. Who for your information is disabled. She also has verbal palsy, so her speech is affected . It was only a few Months ago, that I suffered a heart attack, and had issues with your overseas staff treating me as if I were an inconvenience. My complaint is that, my daughter tried phoning your company, and after an hour plus of being on hold to the same track of music, finally spoke with someone who refused point blank to help her. I am an emergency service worker, and I find this manner verging on contemptuous and unacceptable discrimination! My daughter had been a whole day without Television or internet. But your overseas staff did not care, and we're NOT, willing to assist As with a few weeks back when, apparently there was a local virgin media network blackout, she was treated in the same way. After hearing my daughter explain how she had been treated, I called a second time. I had been over 51 mins on the phone with same music blaring, and no answer, and then for someone to cut the call. Earlier on with my first call, I was told, the issue will not be fixed until Wednesday, and being told there may be a fee to pay! What time of service are you providing these days? Not only have I served HM forces, I worked tirelessly through the corona virus, putting my life on the line, only to be treated with contempt by virgin media. I will be taking this matter up with Ofcom , trading standards, BBC Ones Watchdog, and Panorama. I await your pre rehearsed response. Should someone have the integrity to call me and explain why your staff treat disabled customers in such a disgusting manner call me.”

Posted 5 months ago

“Virgin Media's service experience has been deeply unsatisfactory. Despite their promises, the quality of service provided is subpar, making it a challenge for customers to receive the value they expect. Furthermore, their cancellation process is frustratingly opaque. When attempting to cancel the service three months ago, assurances were given that the cancellation would be processed. However, this conversation was misleadingly marked as 'dropped,' leading to continued billing for a service that was neither used nor desired. This miscommunication has resulted in an unexpected and unwarranted demand for an additional month's notice, adding to the overall dissatisfaction with Virgin Media's service. The company's practices raise serious concerns about their commitment to customer satisfaction and transparency. Not only does the difficulty in cancelling services create a barrier for customers wishing to discontinue, but the misclassification of a cancellation request as a 'dropped' call feels deceptive. This experience reflects a broader issue with the company's approach to customer relations, where the emphasis seems to be more on retaining revenue than genuinely addressing customer needs. The requirement of an additional month's notice, despite no usage of their services in the past three months, further illustrates a disregard for fair and reasonable customer service practices.”

Posted 5 months ago

“I am leaving this review out of pure frustration. I've had virgin media for a number of years now and I have a complaint I'd like to discuss but I've not been able to speak to a human despite best efforts. Virtual assistants redirecting me at every turn, it is beyond frustrating. The reason I am getting in touch is I have been harassed by a virgin media call centre and must have receive 30 or more calls in the past couple of months. Always on a different number but today has really taken the ****. I've had three calls from a virgin media agent trying to sell to me. I am sick of it. I can't block them because they use new numbers every time and they won't leave me alone. I am at a point where I want them to delete all my personal data, my number and email address and I want to cancel my contract with them. Massive disappointment. Don't give virgin media your personal details or phone number. Otherwise you'll regret it. Customer service is awful. They don't care about speaking to you and always say they are busy due to unprecedented demand. Sounds like they always have that issue because they don't have enough staff. I am going to ask to cancel my contract because I've had enough of this. I feel like my blood is boiling.”

Posted 5 months ago

“They don't even deserve a single star I have requested the internet connection on 26th of Sep , virgin media kept changing the installation date and today is 10th of November and I'm still waiting for the internet connection, despite many calls and promises that the service will be supplied long way before 10th of Nov , through out many calls I felt the lack of transparency and credibility with their customer service , a very low level service and it quite obvious is not governed by a mature process or clear message that they can't serve my area at this point of time and their technical problems might take a very long time to be resolved. Watch out of this supplier , because it turns out that their infrastructure is not ready in my area , they locked me for more than 40 days where they are not technically ready to get us connected, if this is the way virgin media locking their customer , I believe they have to be investigated by the local telecomm ofcom authority. I don't have an active line that has never been supplied yet so I have requested to cancel the service and they asked my to bear the cost of sending back their equipment back. If they have been honest and transparent , I could have the internet a month ago from other suppliers. And if they have an atom of professionalism they should not ask me to bear the cost of sending their equipment back where I never had the service up.”

Posted 5 months ago

“Cancellation process is like to win a lottery..!! One department to another then disconnected calls twice and still waiting to be connected.. Don’t chose virgin unless you don’t have any other option.”

Posted 5 months ago

“The service provided is good but why do you have to overcharge me? This is a breach of contract and I see this as you stealing money from me. I tried to sort this out thru customer service, 2h and 45 min now and no answer or solutions being offered. Someone was connected at one point, I think, but then just dropped the case and can't get thru to anyone at this point. Your customer service is appalling and your automated bots are stupid, going around in circles. I want to talk to a human being.”

Posted 5 months ago

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Virgin Media is rated 1.2 based on 2,143 reviews