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Virgin Media Mobile Reviews

2.3 Rating 31 Reviews

29 %

of reviewers recommend Virgin Media Mobile

Company Reviews

2.3

Based on 31 reviews


Customer Service
Communication Channels	Telephone

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daniel.fernandez@virginmedia.co.uk

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“It's unfathomable how bad customer service is, IMPOSSIBLE to get through to a human to sort any problems out and I mean IMPOSSIBLE!!!!!!!! It can't be put into words how frustrating there website is constantly telling you to just look online for solutions but when you look online it's just thousands of people begging for help with 0 solutions from anyone. Do not even attempt to use there live chat because unless you want to stare at the chat for 3 hours and wait for a human to talk to its useless, everytime I have tried live chat it ends up getting to 9pm and no one has responded then it says try tomorrow. At some points you actually laugh with insanity at how difficult it is to sort out even the slightest of issue. I honestly think everyone who was ever involved in the set up of virgin media should be hung for human rights violation.”

Posted 10 months ago

“Probably The Most Inefficient Company I Have Ever Dealt With! I have been having problems accessing my Virgin Mobile voicemail and also no-one can call me on my phone. I can call other people and I can send and receive text messages. These problems have been going on for MONTHS. I am in EU right now. After exhausting all Virgin Mobile support options and after sending 120 text messages, I complained to Virgin Mobile CEO on 01/04/21 by email. Problems were still unresolved, even after writing to him, so I wrote again on 06/04/21. Eventually my case was handed over to the "top" techs in Virgin Mobile. I was finally left with a bandaid solution to access my voicemail and a promise that a new SIM card would solve all my problems. Needless to say, it has not. On top of that, they never bothered to send the SIM out when I initially asked. I had to follow up and in the meantime they disconnected my existing SIM, so relatives had to express mail the new SIM to me, at my expense..... But wait there is more! It now seems that the SIM card that they sent out to me, had not been migrated to the Vodaphone network, which they are now using. So now another SIM card has to be sent out to me, which they claim will solve all the connection problems. Yeah right! I have sent HUNDREDS of text messages to their support and dozens of emails, over these months, all to no avail. An utter waste of my valuable time. There's much more to add to this debacle, but really there is no point in writing it all here. Suffice to say, their support and communication in support is TERRIBLE. I was promised callbacks on several occasions and no one called me. And if they had tried to call, they could have texted me to call them back, but no, of course they did not. I have filed complaints and still no-one bothers to contact me. Terrible way to treat customrs. I have even written 3 times to the Virgin Mobile CEO and Executive Team, to try to get these issues finally resolved, on 28/06/21, 05/07/21, 07/07/21. All emails remain unanswered. I have been a customer of Virgin Mobile for as long as I can remember. Not for much longer. Virgin Mobile Reviews #VirginMobileReviews”

Posted 2 years ago

“Planned to change TV, broadband and phone contract to virgin from sky because I was offered a really good price. The lack of communication and poor service has convinced me to pay a bit more and stay with sky where my calls are answered, problems dealt with and I’m not put on hold for hours on end or cut off when I ring. Still trying to sort out whether the phone contract has actually been cancelled, as requested, without success.”

Posted 3 years ago

“even if they the last media company in the world they would still come in”

Posted 4 years ago

“arrogant bombastic wont deviate from not prepared too listen while i was waiting for my turn to speak i went for a suicide is less painfull i think still will not use them even when hell freezes over should have a help for assisted suicides while your trying too get your point over wont listen or deviate from prescripted replies i would sooner be a mute than use there system”

Posted 4 years ago

“Charged £50 for switching phone on for a couple of minutes after getting off plane in US to check whether had coverage. Customer service terrible - refused to offer anything and just said welcome to leave having been with them for about 4 years.”

Posted 4 years ago

“No reception at my home, no sms notification of missed calls, no WiFi calling, no visual VM, only 8gb of data and limited call minutes... and all that on a 36 month contract that costs significantly more in total than an 24 month O2 contract with 30gb, unlimited minutes and with everything that’s not available on Virgin as standard. I took mine back after a week and got it on O2. Virgin customer service is deplorable. They are selling a jumped up brand but a really bad overall product.”

Posted 4 years ago

“Customer service, the worst consumer support I have ever had. 4 days to create a contact, unable to finalise contract due to "Pre-Contract Credit Information documents and Credit Agreement". Unable to confirm T+C's due to my personal browser. been told by customer service that I have to use a different browser and disable my internet security... would not recommend this company for contracts. they have lost business from myself and company,”

Posted 5 years ago

“They deceiving me to give up on my previous supplier, but I realised that they forced me to a very bad deal. I had a lot of issue with their internet supply. Equipment issue and slowdown during weekends. After one year suddenly they charge me 20£ more and I realised that they gonna are just rubbish. So, I cancel my contract with them and going to pay initially more to get to my previous supplier :( Do not get deceived by advertisement. Go in details such as speed of internet. They're tricky!”

Posted 6 years ago

“Absolutely appalling. I cancelled within the 14 day cooling off period and then spent many hours on the phone to them after I continued to receive harassing letters and emails demanding money. Will never use Virgin Media again.”

Posted 6 years ago

“Virgin Media contractors damaged my drive during recent works and refused to pay compensation.”

Posted 6 years ago

“Very unhelpful customer service. Extortionate prices. Avoid at all costs”

Posted 6 years ago

“They didn't make me happy. They have infuriated me repeatedly and over a number of days/weeks/months. Most unprofessional company I have ever had the misfortune of dealing with. Call centre staff that blatantly do not listen. Refer you to other equally uninformed staff members. Complaints department make promises then fail to call back. Book engineers that fail to arrive despite being assured they would - and having to book the time off work to wait for said missed appointment. When the engineer did arrive he was extremely helpful, he was the only positive to have come from this whole disasterous experience. Even after 9 months they still haven't set my direct debit up - I can't pay via the website as the account number apparently does not exist despite that being the number quoted by them on my email invoice. I still also do not have a working landline. My complaint made by phone AND written letter has still not even been acknowledged let alone responded to. This whole debacle has gone on for so long now I cannot even be bothered chasing them up anymore. I wouldn't recommend them to anyone. I would use any and every other internet provider before using them again. If virgin media was the only internet provider then I would go without. A truly awful "service" and I hope someone from virgin is reading this.”

Posted 6 years ago

“False advertising to trap people!! You don't advertise a package and when it comes to delivering you cant perform. Your services are worse than a third world country and I come from Africa. You ARE WORSE than any service providing company there. Well done.”

Posted 6 years ago

“Would never use this company again! Impossible to speak to anyone.”

Posted 7 years ago

“After a sales man signed up my 87year old aunt before Christmas (special offer) Went live 5th Jan 17 a week later phone not working. Booked engineer on automated system 2 days ago no one turned up. When I enquired why was told that it can only be booked by speaking to a human being despite being given a slot between 12pm and 5pm by automated system .was given an other slot still 2 days later no engineer.Was told no booking made as it's not shown on system. I have now decided to cancel my order with Virgin after not receiving a minimum speed guarantee by email or letter as faithfully promised by telephone after many reminders and promises to and from different Virgin staff. Which prove it's not just one or two making mistakes. But seems like company policy. .. Bye bye bye Virgin nice try Francis Doherty”

Posted 7 years ago

“Taking Advantage My Vulnerable Elderly Neighbour Then Putting Up Barriers To Me Getting It Sorted Out! I am absolutely livid!!!! (And my blood pressure has just gone through the roof!!!!) The other day I received a call from my elderly neighbour (who is in her 80's, hard of hearing, and suffering from the early stages of dementia). Apparently she had just received a letter from BT to say that she was sorry that she was leaving them, which was promptly followed by numerous pieces of postal correspondence from Virgin media concerning her Broadband (she neither owns a computer or knows how to use one), TV package and Mobile phone. This caused her to become extremely distressed as she is unable to afford these things on her extremely limited income, and doesn't remember signing up for any of them at any time whatsoever. She did however remember that she had called them to enquire about the cost of these items (she gets lonely), but certainly hadn't agreed to take them on (or so she believed). Now admittedly she is elderly and can get confused (especially being hard of hearing), and mistakes can be made. However, that isn't my real issue. My issue is with the appalling levels of obstruction I subsequently encountered whilst attempting to rectify the situation. Whilst the first person I spoke to eventually sorted out the cancellation of the Broadband and TV, I had to be transferred to another department to deal with the Mobile Phone. That is where I first encountered the odious little sh*t who gave his name only as "Mark" (and later subsequently refused to put me through to a manager or provide any further details by which to identify him when asked to do so!) Having explained the situation and having been asked by him to provide for a password to the account, I proceeded to provide the characters he requested from the password previously used. It appears that these were incorrect, and despite requesting alternative methods of clearing security, and having put him on the phone to speak to my neighbour, he still refused to budge! I explained that even if there was an alternative password my elderly neighbour couldn't remember it and that there must be an alternative route to clear security (as every other company I had ever dealt with has when passwords are forgotten). But no he still refused to do anything unless I first provided a password, and then subsequently refused to put me through to a manager when I requested he do so. When I explained that if he didn't do so he would regret it as I would be taking up the fact that Virgin were ripping off vulnerable old ladies, and he was being obstructive, with Richard Branson he just sniggered (a big mistake, as a good friend of mine was a member of the senior management team at Virgin Airways and still keeps in touch with him!). In the end I became so fed up and angry that I hung up. Being self-employed and working from home I certainly couldn't afford to spend any more time at a later date trying to sort this out (having wasted enough time on it already) and so called customer services in an attempt to obtain help. Having then been put through to the Mobile Phone Department once more, I was then dealt with by a very helpful young lady who took me through security, using my neighbour's mother's maiden name (which I always they could do!) and sorted out the issue. Quickly, efficiently and with no problem. I have now made an official complaint against the odious little (skid) Mark that I initially had to dealt with, and await with interest to see how seriously that complaint is dealt with (although I'm not holding my breath!!!!)”

Posted 7 years ago

Virgin Media Mobile is rated 2.3 based on 31 reviews