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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“3-4 months of constant interruption to my wi-fi. Lots of calls made but no real help just the same old "reboot". TV was pretty bad too..could be watching something & them a code would pop up & would have no tv for 10 minutes or so for no reason. Complained but still no good. Last person I spoke to I couldn't understand her and kept asking her to repeat herself. She accused me of being rascist and put the phone down on me. I'm not rascist at all and am offended to have been called that. Never in my life have I been accused of that. Virgin you're a disgrace...your customer service is in a league of it's own and I will never go back!! 10yrs with you too!!”

Helpful Report

Posted 6 years ago

“Awful service. Have been with them for 13 years don't know whats happened but the level of service and broadband has dropped dramatically Technical support is non existent even though the broadband rarely works and TV never has catch up its a joke, they promise that complaints will be followed up but never get back Awful dont go near them!”

Helpful Report

Posted 6 years ago

“They put the price up mid contract. The broadband is not as advertised sometimes as slow as 5Mb/s. Not reliable fro streaming tv long load times. Appalling service over the phone, agents patronising and rude.”

Helpful Report

Posted 6 years ago

“Rude arrogant agents and poor service.”

Helpful Report

Posted 6 years ago

“Appalling customer service. Disconnected my service due to fault on my (their) equipment and then failed to keep the appointment they made to rectify the problem.”

Helpful Report

Posted 6 years ago

“Cancelled my service but they only cancelled the tv by mistake and as a result my monthly bill increased. Tried to get a refund, many phone calls and still no refund 2 months later. Been cut off, moaned at and patronised. I won't give up though because I think they expect you to,”

Helpful Report

Posted 6 years ago

“Frustating is the word to describe the services I have have no success with geting the mobile app to work for sky sport It won't accept my device and I have virgin 20 times and all they say is you have 2 devices registered, but they are not able to get me access - incompetentis what the servie is! I am going to leave this company ASAP and please consider that a good customer services is so important for sorting problmes out!”

Helpful Report

Posted 6 years ago

“What can I say? Absolutely unfit for public services! Constantly down!”

Helpful Report

Posted 6 years ago

“Hourendus service ! I have spent numerous phone calls to the service in attempt to rectify my broadband not reaching parts of my home. Each time I contact them I am on hold for over half an hour before I even speak to someone, to then be passed around from team to team and and placed back on hold to then to be cut off and the phone goes dead !. .. I have now been informed that I will be charged per month for a WiFi booster to be used .. surly if I am not receiving the service I am paying through the nose for It should be free ! Once my contract is up I will almost certainly be moving to a different provider ...... I would not reccomend this farce of a company !”

Helpful Report

Posted 6 years ago

“Rang them to renegotiate my monthly price as it was going up. Mark, the call handler was great and got me a really good deal!! Very pleased with the service I received from him today. I also spoke to him earlier in the week for a friend who was having problems with his service and he sorted that too!!!!”

Helpful Report

Posted 6 years ago

“I set up a 12 month contract ON 20 JULY with VM 350 at a promotion rate of £39 per month. However, I have been charged £58 per month ever since. I have spent many hours trying to get through to their support team, and eventually managed to speak to 4 different people on 4 different occasions to correct my bill. I was promised that a refund will be given, NO APOLOGY OF COURSE!!! Guess what? July, August, & September's bill are still £58 being taken from my DD! Rubbish customer service....Disappointing. To answer the question of how long it took for customer service to answer me, I am still awaiting!!”

Helpful Report

Posted 6 years ago

“Every day no broadband TV comes and goes. Made me promises of discount never happens. Told no service till Nov 18 due to having to many clients. This one is going. They take your money but don't supply the service you pay lots for.”

Helpful Report

Posted 6 years ago

“We have been with Virgin Media for more than 15 years. About a year ago one of the engineer came to the property to have a look at the land line fault and whist he was at the property he added a gadget to the router. When questioned he stated this is to avoid overload of the broadband coming through the router. Even though there were no problems with the broadband at the time. I am paying the top speed for the broadband but even when I am sitting right next the router its gets disconnected several times within few hours. Lot of time is wasted during re-connection and each time I end up going to "hello" website as it connects quicker to that website, otherwise it would just keep going in lopes. Made several attempts with Virgin Media to resolve the problems but I have been told that as long as it is connecting on occasions i.e. the service is not completely down, an engineer can not sent to check the problem. I am so annoyed as I am paying about a £50 per month for broad band and telephone bundle. The service provided by Virgin Media has gone downhill. I live in the middle of the City and I had to get at the front of the house to get a good signal to make a phone call. As far as I can work out this company is only interested in new customers and once you have been with them for a while then they take you for granted. I don't know whether there is watch dog where I could air my concerns about their services or not. I would avoid this company if you are to renew your contract or as a new customer.”

Helpful Report

Posted 6 years ago

“Poor service continually, being told your silly for complaining my internet is not working properly for the last 3 weeks is not good, the service via call centre is awful, they are all rude and very bad human beings, with a common line "my manager will call back" they don't so ensure you hang on the line. Will be cancelling as soon as the contract ends. 90% 1 star I'm not surprised, but they don't seem to care they will be out of business soon”

Helpful Report

Posted 6 years ago

“In March this year my Brother passed away, he was using Virgin Media, I cancelled his agreement shortly after, they wrote to me saying I was owing £13.50 from his direct debit and asking me to send two I.D's, which I duly did, these were returned to me 13-6-18, with Virgin Media stating you will receive the cheque in a separate postal communication as soon as the process is complete, as of 24-09-18 I'm still waiting!!, the amount is not the point, I would not touch Virgin Media at any price, even if it was available in my area. Customer Service is absolutely shocking.”

Helpful Report

Posted 6 years ago

“I have been with SKY for about 15 years and never been completely without all services, but less then four months with virgin and we are already without tv and internet and the worst part is every time I called the repair time got extended to further 3 to 6 hours, this causes frustration also poor customer service.”

Helpful Report

Posted 6 years ago

“Went from 3mb talktalk to 100mb Virgin media for just short of twice the price. Its much better when it works which is a hell of a lot less that talktalk. Just go with 'bt' fibre. Virgin is not worth the hassle.”

Helpful Report

Posted 6 years ago

“ordering on line - easy, installation on the day and download speeds as agreed so good so far. Don’t know why they are making such hype about their tv box, half the channels you cannot get so no different to that what my tv can get. Within one day the download speed had halved but has recently come up to about 75%. On transferring to Virgin I can no longer see who is calling me, in the past if a person was in my phone contacts their name would come up if they called making it easy to ignore unknown numbers however I can go to my contacts in the phone and call out, how can it work one way but not the other - possibly another money scam? 🤔🤔 I noticed this month a very hefty bill which concerned me so I rang up to queury it and it turns out this was the first bill (a month in arrears?) and I had made a mistake, it was weekend calls only and to use the phone during the week it was 14p a minute and I think a connection charge 😱😱, I have never had weekend calls only, in my life so I believe their advert was misleading but I accept that was my fault but if they had sent the bill in the first month as agreed I would have quired the high phone charge and corrected it by the second month. I noted they had sent me a questionnaire so I tried to fill it in but it seems once the bill was processed the questionnaire was no longer available to me? Wonder why?”

Helpful Report

Posted 6 years ago

“Kevin Sullivan of Virgin Media was supercilious, patronising and entirely unhelpful. Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit. Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges. If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one. They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.”

Helpful Report

Posted 6 years ago

“I live in area 21, our Internet has been intermittently down for 6 months (yes... SIX MONTHS!). There has been an snr issue for over 6 months that virgin has failed to resolve. They have given fake estimated times of resolution which are never met, month after month we are assured that the Internet will be resolved by a given date. After that date, the Internet still drops. We receive drops outs of over 10 hours (the longest was 16 hours). The customer service is horrendous, they don't even (at minimum) call the people affected to even attempt to explain the matter. It's a whole post code that is affected yet that isn't a priority (the level of priority of P4. P1 is the highest level of priority, up to p6 I believe) We are not given even compensation for the utter inconvenience of over half a year of intermittent Internet. They just reimburse us for the time the Internet was down. If I go to a shop and buy something, or pay for a service and that service isn't acceptable, at bare minimum you are reimbursed with what you should have gotten, plus atleast store credit, ATLEAST. Virgin, with their horrendous customer service, have said they can only pay back the money for the down time. (to put that into perspective, if you pay 30 pounds a month for Internet, if your Internet is down for 24 hours, so one whole day, regardless of you having to eat I to your minutes calling them, then they put you in a queue and bounce you around for an hour, regardless of you having to use your own Internet, run out, purchase more Internet, regardless of the inconvenience that it caused if your whole family (a family of 5 in the house, all who use Internet) having to spend extra money in this fashion, regardless of deadlines you need to meet, research you need to do, personal things you want to watch online, coursework that needs to be completed, jobs that need to be applied to, YOU GET £1 BACK!! ONE POUND. For all of your troubles, you get a pound back. It's outrageous. You may question why we are still with virgin, it's because we have been promised time and time again that by a certain date the Internet will be fine and we will receive no issues after that. This has happened 4/5 times. It's disgusting, and virgin have not even reached a hand out in apology. This is not the only issue. Although it is a major issue, they are also deceivers. Treacherous liars. They called us a few months back saying we needed to change our contract we had with them, threw a bunch of big fancy words at us and said our contract is ending and we need to change our to another, more expensive contract. We're not that dumb. We said we know our contract and we had no specific time frame to keep to. We had the proof to show that, and we didn't pay into a new contract. The next bill of ours went from £40 ish pounds to £50-£60!! So we called them, explained the issue, they apologised and reduced our bill to £10 less than our original bill (to £30). It's outrageous that such an issue would occur. Moreover, their customer service are so pretentious. I work in IT, I'm a second line engineer, I know my stuff. So when I call, I will speak to the customer service as I would speak to my own colleagues (specifically and precisely, using IT terms the layman may not understand). The customer service team, almost every time I call, as I speak they cut me off, they raise their voice over mine, they don't listen to me and continue talking as if what I'm mentioning makes no difference, at times they would speak rudely once they realise I'm not budging and will say my piece. We have changed our router roughly 4 times. Virgin insisted the issue we faced (almost 7 months ago) was due to our router. After the 2nd time, we realised that this is a bigger issue than just our router. We mentioned to virgin that there is a bigger issue, to which they replied that they cannot do anything further than changing our router and checking the cables unless others in the area call up that their Internet is also down. One of the technicians came (quite fortunately) at the time of the Internet being down. He sat there confused as to why it was down. He plugged in another router "just in case" and we waited... Still no Internet. He was confused and said he's not sure what the issue is. A few months later they said there was an SNR issue (single noise reduction issue. Which is basically a faulty wire that sends data back up to the router in the back of everything and causes the problems I mentioned). So now that they know the issue, the fix is simple yet tedious. Find the wire if they hired me, ran me through things and gave me the equipment, I'd do it myself! But they can't even find the root cause of the issue, all these months later, nothing. If a person wants an Internet service provider, don't go to virgin. Their amazing speed that they have means nothing whatsoever if you can't make use of it P.s... My Internet right now is down My area reference is 21 and my account number is 666078401”

Helpful Report

Posted 6 years ago

Virgin Media is rated 1.2 based on 2,320 reviews