Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,320 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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"Avoid these absolute chancers at all costs.\r\n\r\nMy experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation.\r\n\r\nThat is then changed the following day without explanation to 05.10.2024. \r\n\r\nOn Friday 4th October, a female representative rings me at 12:55 PM while I am out at lunch. She tells me she will ring me back at 3 PM the same day. She does not.\r\n\r\nI wait in on Saturday 5th October. No one arrives and I again receive no notification. I sign in to my Virgin account and see that my installation date has been moved to Monday 7th October. No notification received.\r\n\r\nI contact their customer service via WhatsApp. The conversation takes three hours. I am eventually told that the work requires local council approval and that it can take up to 10 to 15 days.\r\n\r\nEventually, a fourth installation date appears: Tuesday 22nd October. \r\n\r\nAt 2:34pm on Thursday 10th October I speak to Komal from their preinstallation team. She assures me that I will get a much earlier date than the 22nd. This cheers me up. She asks for a special favour \u2013 that I give her the top rating of 4 in the automated text that will follow. I say 'sure'. She tells me to wait 24 hours after the text from the engineers announcing that the preinstallation is complete before calling for this earlier date.\r\n\r\nI do exactly this at 7:08 PM \u200eFriday, \u200e11 \u200eOctober \u200e2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd.\r\n\r\nI call them again the following day. I am told \"concern team will get back to you in 24hrs.\" They don't. After 25 hours, I reply via WhatsApp and am told \"my name is Harsh and you can mark my words that you will definitely going to receive the call back within next 2-3 working hours.\" Guess what? They do not. Just marking your words there, Harsh.\r\n\r\nIt is a catalogue of screw ups, misinformation and general incompetence that is beyond belief. Requiring local council permission is beyond their control. Everything else is not. The standard of English of their customer support is horrific. I have to make them repeat things constantly. They speak too fast, their intonation is all over the place and they don't know how to use prepositions correctly which when discussing technical aspects of media installation makes them close to useless.\r\n\r\nIt's one of the worst customer experiences I've ever had and I haven't even started with them yet."

Virgin Media 1 star review on 16th October 2024

James Peter Donaghy

Virgin Media 1 star review on 7th October 2024

Serena

Virgin Media 1 star review on 1st September 2024

John Claxton

Virgin Media 1 star review on 10th August 2024

Constantin Garneata

Anonymous

Anonymous // 01/01/2019

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“It is basically impossible to get in contact with their customer service. Call centres in India that are useless. The only way to contact them is by post to their Swansea address: even then expect to write a number of letters before you get a response. Best to send recorded letter if important. Only a month left: don't care if new provider costs more. Went for the cheapest option: yes I regret that!”

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Posted 4 years ago

“Utterly useless in preventing fraud on landlines they want to charge over £50 a year for call baring and caller rejection its probably cheaper to be a fraud victim than to use their services . They will be getting the order of the boot shortly they have no respect for long standing customers and no sense of responsibility what so ever that their provided service is being used by criminals.”

Helpful Report

Posted 4 years ago

“Worst customer service ever. It is time-consuming, it takes you the whole day waiting for their chat response. But they are not going to wait for you as they will auto close the chat every 30min if you're not there right at the moment an agent shows up. Then you will need to answer everything all over again. Worst experience ever. The assisting agent that was talking to me (Joel) is impolite, not supportive, and not helpful at all. He is worst than a machine.”

Helpful Report

Posted 4 years ago

“The company that told me that during co.vid i could not cancel my policy. Id lost my job and now owe them hundreds. Have asked for a senior manager to phone me numerous amount of time in the 6 months. Still no call”

Helpful Report

Posted 4 years ago

“Beware rogue trader offering great deals, when instalation is complete unable to contact the agent ad package is not what was promised. Called virgin customer service who say nothing on the account to confirm package. When they say we'll credit your account to get you on board don't believe a word. Also we'll add sky movie for 3 months,don't believe!. Speed in violation of contract so I'll consider return equipment and cancel DD if I don't get satisfaction.”

Helpful Report

Posted 4 years ago

“Avoid like the plague, been waiting since November 2019 for a refund, been told lots of times that it has been processed but still waiting, wasted hours on the phone getting moved around and just get cut off time and time again, shocking way to treat customers, wouldn't have it if they paid me”

Helpful Report

Posted 4 years ago

“the worst customer service I have ever encountered and they're rip off merchants. I had to pay a late fee due to their incompetence in not processing my cancellation. If it was free, I wouldn't have it”

Helpful Report

Posted 4 years ago

“What went wrong? Absolutley everything in every way possible! Service has continually being dropping out daily several times, every time a fault is reported you get fobbed off to different departments or cut off by a member of Virgin Media staff. When you do eventually get through on the phones you are spoken to like an idiot and I was called a liar and told no issues have been reported. The only time you are listened to or treated with respect is when they want to sell you more. This service overall is a pile of s***, overpriced, terrible customer service and an absolute joke to deal with. PLEASE save your time & money and choose another provider. I would give this a minus rating if possible.”

Helpful Report

Posted 4 years ago

“Truly shocking customer service. From being promised that my contract has been renewed at a discounted rate - only to get billed twice in the renewal month, to customer service agents who hang up when they can't resolve your issue. Even worse I have had two incidents of customer service agents telling me they had applied a refund, only to get charged the full amount again the following month. If you value your sanity - AVOID”

Helpful Report

Posted 4 years ago

“Frustrating service with no customer support. Certainly not worth for what we pay for especially if you need broadband to work from home. It won’t work when you need it most!”

Helpful Report

Posted 4 years ago

“I gave this company one star because there is no option to give no stars. Virgin Media have left an 85 year old lady who lives alone without a phone for the last 5 days during a Covid pandemic.In March she went to live with her brother and sister in law during the Covid Lockdown period and unfortunately her phone bill was overlooked resulting in disconnection. Her brother and sister in law (who live several hundred miles away) are in their 80s themselves, and have their own serious health issues.Now that lockdown restrictions have eased it was time for the elderly lady to return to her own home. But despite paying the bill as soon as the error was realised, numerous calls (with multiple departments including customer service and their press office), hours and hours spent on hold and then explaining the same thing over and over again, and multiple promises to reconnect - ranging in duration from 2 hours to 74 hours - the phone is still disconnected. This vulnerable old lady is on her own. She doesn't have a mobile - many 85 year olds don't- and has no way of contacting the outside world. Virgin have now decided that an engineer is required (it is a week today since my first communication with Virgin about this and at no point has anyone mentioned an engineer) and have made an appointment for Thursday (today is Tuesday). I live over 200 miles away from my aunt and she has no family close. Her one friend is shielding. There is no-one to tell her what is happening. And do Virgin give a toss? No. According to them it is being treated as an emergency! An emergency created by them! An emergency that could have so easily been resolved. And emergency that has caused unmeasurable and unnecessary stress. This is inexcusable.”

Helpful Report

Posted 4 years ago

“No matter how many times you call to cancel your account the ladies in Philippines tell you its closed then just ignore you. And never actually close your account and keep billing you. Appsolute joke! I used to like virgin, however I would never use thier procuts again!”

Helpful Report

Posted 4 years ago

“Warning Cancel the DD with your bank before cancel with Virgin I gave the 30 days notice to cancel, they cut it off 30 days later and 37 days after canceling they are Direct debits and are uncontactable on phone after waiting 30 mins, their whatsapp service is just automated and no use”

Helpful Report

Posted 4 years ago

“I did call them many times regarding my slow speed issues, they asked me to reset the router and I did so but having the same problem. they said they can't improve my speed even I am supposed to have 100mbps and now having between 2mbps to 20mbps the speed is up and down all the time. I also did request with them to send an engineer at home when convenient and fix the issue but they refused to do so saying they can not see their device fault. Then I told them I am not happy with the service and request to cancel my contract but they said I have to pay early termination charge. I am suffering from the last five months with this issue and facing mental torcher. Thank you.”

Helpful Report

Posted 4 years ago

“Intermittent internet issues throughout the day, awful customer service and overall literal garbage company. Potential new customers steer clear of VM.”

Helpful Report

Posted 4 years ago

“wouldn't have it back if it was free absolute garbage customer service, broadband is garbage and the TV package is garbage especially in comparison to sky. They sell you you "amazing" broadband with speeds upto and over 500Mb but what they dont tell you is you'll be losing connection 3-4 times a day. I would rather have 50Mb thats secure and stable than virgins garbage.”

Helpful Report

Posted 4 years ago

“At beginning of August 2020 my TV box developed a fault, rang Virgin for assistance and was told I'd be texted a number to call but no text received, waited for several hours and rang again and got same message and again no text. Rang next day and same happened. Managed to get hold of engineer who installed package and he advised that at the point where you are asked about receiving a text press option 2 which I did. Eventually got someone explained problem and a replacement was agreed. Replacement arrived several days later but it was not a TV Box but an AC Converter! So back to endless waiting on phone and finally managed to get someone who confirmed I'd been sent the wrong thing and a new TV Box would be sent out. Waited few days and it came, but was different type of box. Tried to install it but existing HTML cable would not fit the port. Back to Virgin and a further lengthy process getting through. This time I was told I should buy a new cable. I then explained that I was renting this equipment from Virgin so that I could access their services which they had agree to provide and I was paying a lot of money for it and it was for them to provide the right cables. He backed down and went off to do some checks. Came back and told me I had been sent an old box and not the right one and he agreed to send out a new one, TiVo box. He also said he would arrange a credit for me due to the inconvenience, but I have yet to receive it! After several days a new TV TiVo box arrived and I tried to instal it but it would not instal. Back to Virgin for another couple of hours on the phone, further checks made and indeed there was a problem their end, there was an 'occasion' (?) that required coding changes. He helpfully did some work on it but I had to go off to prepare for a Zoom meeting before all was completed and he agreed he would complete task and call me. At some point I received a email thanking me for changing me package showing I was now being charged for 2 TV boxes, that is the new one and the old one that did not work, however it turned out the guy I spoke to misunderstood when I described the equipment I now had at home which included the old TV box as an indication I had and was using 2 TV boxes! I should add a glance at my package would have shown 1 TV box. I then received yet another invoice should that my charges had been increased again, so back to Virgin, this took some nearly 2 hours on online chat which she looked into it. Eventually agreed that I would be charge £83 pm till November 2020 and £86 thereafter. Then I get an invoice should my next bill will be £107! Every time I have spoken to Virgin they have not done what they say they will do, I am still without their TV package save for Freeview and now I have to spend yet more time to sort out the bill! Whatever you do avoid Virgin if you can. On the positive side I do get fast broadband with the assistance of boosters in an area where there is only fibre to roadside junctions and copper from there.”

Helpful Report

Posted 4 years ago

“Terrible Customer Care!! Called on July 16th and agreed a new package instead of leaving. Received a mobile sim as part of and cancelled my contract elsewhere and ported number over. Didnt receive my new hub so called again to double check - yeah all fine should arrive soon. Still no hub so called again - Sorry Mr Gavin we cant give you the deal we agreed! Not only that but they put my normal bill up from £53.99 up to £89.39 with a new activation fee and package change admin fee! Asked for a call from complaints multiple times - apparently they sent me a letter 17 days ago that never arrive and nobody has even bothered to call me. I've called them at least 8 times to chase the situation and nobody seems to care. I was promised a call yesterday within 2 hours - its now been almost 24hrs and no phone call. Best part is... i know someone on the exact package they say they cant give me. I've been a loyal customer and referrer but this has ruined the brand for me. What a nightmare, i think i would get better customer service from Sky, NowTV, BT etc... Virgin you should be ashamed. DIRECT DEBIT CANCELLED! If you cant even bother calling your customers who are unhappy, lets see how quickly you call for your payment!”

Helpful Report

Posted 4 years ago

“When there’s a fault they can’t help. My WiFi went down On 18th August, rang Virginmedia 3 times that day and an automated message confirmed there was a fault in my postcode area and engineers are aware but the issue is complexed. Rang them the following day another automated message states problem should be resolved by 12pm. Rang them in the evening, same automated message reiterating complex issue. After waiting approx 50mins got through a human being call handler who confirmed the problem which may not be resolved until 24th August. As a customer this is totally unacceptable, emailed top brass at Virginmedia as yet no reply. If I could I would award these incompetent clowns zero stars. Now considering go over to Sky Broadband”