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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“I wish I could do ZERO stars, our company had 24 months contract and when it came to end I did call them and ask for terminating the contract as I could find much cheaper with another broadband supplier, then they said notice must be given at least 90 days before the end of the minimum period. so I have to pay them another 90 days. the operator over the phone was so rude. Its total scam and I am not happy at all.”

Helpful Report

Posted 5 years ago

“I contacted them to try and reduce my monthly bill, as I have cut my working hours and could no longer afford it, I was told that they would only reduce it if I cut my TV package, from XL to standard, and then by only £10.”

Helpful Report

Posted 5 years ago

“Rubbish service always putting up the price. Bad for existing customers.”

Helpful Report

Posted 5 years ago

“I been with Virgin media for many years as a broadband customer. About three months ago I requested a new sim card for my mobile phone, since receiving it I’v been having trouble getting the network connection, i.e. (Not registered on the network), would you please send a pass code so I can be registered and get connected to the network. I need a mobile phone for emergencies as my son and myself are disabled - with epileptic seizures, Parkinson’s, and mobility problems. Speaking to one of the staff about not having a network connection Also filled in a Virgin media complaint forms online, and they have completely ignored my request for help. Despite the fact I cannot use my mobile phone they are still charging me for the use of the Sim card which is absolutely useless to me, so I'll believe they are in breach of there contract and because of that I was stop payment for the SIM card and service.”

Helpful Report

Posted 5 years ago

“Worst service even worse than talk talk never thought that would be possible. I am 3 months into a 12 month contract. Which I have been emailing and contacting virgin with regards to my contract they have broken there terms by not providing me with what is in my contract. After speaking with customer service today they said that the contract they sent me via email is the contract I have to abide by. Not the one signed by me and the customer sales man . That email was in my spam and only seen it today. 3 months on nothing as been sorted. So stopped payments and contacted trading standards. I have completly refused to pay as they have suspended my services and not rectified my issues.from installation date in July. Absolutely disgusting service and I look forward to them taking me to court”

Helpful Report

Posted 5 years ago

“Worst service ever . Three telephone calls and all took over one hour to speak to the correct person. Line disconnected on 2 attempts. Promised a deal and then refused to honour it.”

Helpful Report

Posted 5 years ago

“Let's first go back 12 months, I was coming to the end of my contract, I had 3 weeks remaining before it ended and was going to leave VIRGIN MEDIA unless I got a decent new contract offer. My package had been around £68.00 a month and it consisted of 200mbs fibre, TV-sports-phone it was a great deal at the time, but they had said to keep that deal for another 12 month would be £100.00, so I declined the offer and asked them to terminate the contract at the end date. SO HERE COMES THE "ACCIDENTAL DISCONNECTION" (FIRST TIME) The next day, I went to log on to the internet only to find that it was not working, I spent a good 30 minutes testing everything, on my side. All the green lights were on the router, checked my computer was working correctly, and of course the "unplug everything, wait 10 seconds, then plug everything back in".....still Nothing, still no internet. So I decide to ring VIRGIN MEDIA to see if there was a fault, and low and behold the landline was dead too. At this point I began to realize that they had cut me off straight after the phone call, not when my contract ended.Which was agreed in the phone conversation. I eventually got though to VIRGIN MEDIA, and they confirmed they had cut off my services and claimed it was a mistake, and put me through to the "disconnections" department, which is in real life the,DON'T LEAVE, WE WILL GIVE YOU DISCOUNT TO SAY.. Department, after being brow-beaten I agreed to say, with the same package including everything I had before but now it would cost me £75.00 a month not £68.00 a month. Now, lets fast-forward 12 months, my contract is ending, I got charged last month £83.00 for the £75.00 a month contract (no added costs by me for phone calls) so I contacted VIRGIN MEDIA complaints 3 times via email.. No response, then I phoned to be told "one of your discounts ended||".which Is inappeasable as it was a contract for £75 for 12 months, per month. At this point I informed them NOT to roll over the contract, as he would jump to £110 a month, the person on the phone from Virgin Media apologies for the billing issue and said the contract would end on the end date as asked.(3 weeks from now) NOW GUESS WHAT...THE SAME THING AGAIN, THEY HAVE CUT OFF MY SERVICES STRAIGHT AWAY. DOING THIS INVOICE COULD BE A MISTAKE DOING THIS TWICE IS A CLEAR TACTIC TO GET YOU TO RING UP & BE TALKED INTO RENEWING YOUR CONTRACT BY THE WELL TRAINED "Disconnection TEAM|" I have had nothing but good experience using Virgin Media products... Fiber-TV-phone, but this underhand tactic to disrupt your contracted services, so they can attempt to stop you leaving has left me with no option but to leave. So, as I said, I rang up VIRGIN MEDIA, was told "oh I don't know why your TV & INTERNET has been disconnected, we are so sorry" then passed on to someone else that then went on to say that they would try to reconnect the services,,,but,,,, whilst you are on the line .....at That point I know the sales patter was about to start, and stopped him in his tracks."I just want reconnecting until end of contract" OK, your supply will be on within 72 hours//////////// 72 HOURS--- 3 DAYS TO GET RECONNECTED!!!!!!!!!!!!! SO here are my issues OVER CHARGED £83 NOT £75 FOR A Existing CONTRACT 3 EMAILS SENT VIA THE COMPLAINTS FORM ON THE WEBSITE, (NO RESPONSE) EMAIL SENT TO VIRGIN MEDIA VIA THEIR 3RD PARTY COMPLAINTS SYSTEM (NO RESPONSE) SUPPLY FOR TV AND INTERNET CUT OFF WITH NO WARNING (3 WEEKS BEFORE CONTRACT ENDS) RANG UP TO SEE WHAT AND WHY THIS HAD HAPPENED (TOLD TO RING BACK AFTER 8AM) RANG BACK AND TOLD IT WILL TAKE UP TO 72 HOURS TO RECONNECT.... & GIVEN NO REASON WHY BY WHO OR ADEQUATE REASON AS TO WHY DISCONNECTED OF MY SERVICES.... ------------------------------------------------------------------------------------------------------------------- NOT HAPPY WAITING 72 HOURS, SO RANG BACK.... Customer support operator name : MANVI I ASKED Q1...WHY WAS MY TV INTERNET DISCONNECTED? YOUR ANSWER IS...."SOME OTHER REASON," Q2...Who DISCONNECTED IT?... answer...."YOUR ABLY TO ANSWER THAT" Q3...AM I GOING TO BE CHARGED FORE MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? ANSWER... "ACCOUNT BEEN DISCONNECTED" MANVI decided she did not want to bother attempting to help, she put me on hold and passed me to another Customer support member this time it was Emma so I asked EMMA the same questions Q1.WHY WAS MY TV INTERNET DISCONNECTED? I WILL HAVE A LOOK OVER YOUR INFO TO FIND OUT WHY...(PUT ON HOLD) THEN TOLD THAT IT HAD BEEN AUTHORIZED TO BE DISCONNECTED BY A "Joshua" AFTER MY PHONE CALL REGARDING DISCONNECTION AT END OF CONTRACT. Q2... Who DISCONNECTED IT? Joshua Q3 WHAT'S HAPPENING ABOUT THE OVER CHARGE?...AM I GOING TO BE CHARGED For MY PACKAGE WHEN I AM NOT RECEIVING MY SERVICES? Joshua EMPLOYEE NUMBER JOSH SAID.....Customer, WAS TOLD DISCONNECTION WOULD BE DONE , AND CLAIMS HE EXPLAINED RETURN OF VIRGIN MEDIA GOODS .. WHICH WAS A TOTAL LIE BEFORE ENDING THE PHONE CALL I ASKED FOR A REQUESTED A DATA ACCESS REQUEST..FOR INFO HELD ON MYSELF IN Regards TO THIS SITUATION WHICH IS MY Righto DO SO UNDER THE DATA PROTECTION ACT. WHAT'S HAPPENING ABOUT THE OVER CHARGE? SO, LETS LOOK AT THE DESCRIPTION THIS HAS CAUSED ME.. TIME WASTED TESTING MY Equipment TO SEE WHY MY TV AND INTERNET HAD STOPPED WORKING TIME WASTED CONTACTING VIRGIN MEDIA LIVE FOOTBALL (3 GAMES SUNDAY / 1 GAME MONDAY)SKY SPORTS & BTSPORT ACCESS TO MY NETFLIX ACCOUNT(A SERVICE I PAY FOR) ACCESS TO MY AMAZON PRIME VIDEO ACCOUNT(A SERVICE I PAY FOR) UNABLE TO WATCH ANY TV Shows CHANNELS(A SERVICE I PAY FOR) UNABLE TO WATCH MY RECORDED PROGRAMS(A SERVICE I PAY FOR) UNABLE TO ACCESS PS4 GAMES AS THEY REQUIRE A INTERNET CONNECTION (RED DEAD 2) AND AS I AM DISABLED, MY INTERNET IS NEEDS TO ORDER MY GROCERY, WHICH LUCKILY I DID ON FRIDAY, BEFORE VIRGIN MEDIA CUT OFF MY INTERNET AND TV. ------------------------------------------------------------------------------------------------------------ Over my time with Virgin Media I have spent well over £1000 on your services, always held Virgin Media services as one of, if not the best service provides. But after the no response to billing issues using your complaints form, the cutting off of services and the lack of clarity or interest in resolving this issue/issues I am left with no option but to consider this grounds for breach of contract, gross misconduct and flat out lies by Josephus makes the thought of using Virgin Media a impossibility, as the stress involved is not something I need or want, and do not expect from a company that lives and dies on Customer satisfaction.”

Helpful Report

Posted 5 years ago

“Called them 3 separate times to sort out my bill. Turns out none of the call handlers processed my discount. In the end I decided it was easier just to forget the discount and pay the difference! A week later after filling out a bad review I was called by a Virgin Media Relations Manager asking “why the bad review” and if he could help. I explained it all and he promised me he’d sort the discount. I even received and email telling what my new bundle would be. 2 weeks later my bill is emailed to me and there was no discount applied! I give up.....useless company. If I could go elsewhere I would but don’t think Sky is much better.”

Helpful Report

Posted 5 years ago

“Terrible customer service. Absolute awful. They have over charged me for services and the customer service team are being really unhelpful. Don't sign up to this company.”

Helpful Report

Posted 5 years ago

“Do not make the mistake to ever switch to Virgin media!!!! They are the worst company out there ... especially when it comes to leaving their company!!!! When I ask them to stop my subscription seriously they became monsters ... I’m dealing with issues for 2 months !!! The later one today !! As I return the equipment almost 2 weeks ago now they send me an email that I haven’t return it and they want to charge me for it !!! Seriously I will sue them if they continue !!!! You call them to complaint and managers are never there ... once, I was faking that I want to give a compliment and the manager was running to the phone like a chihuahua and when you want to complaint they are on the phone busy !!! ALWYAS .... I'm telling you I have been going on and one with this for 2 months!!! They are lying !!!! And then the employee says they are going to call you back in an hour and they never do. When you stay on the line, on the other hand, they put you on hold for 2 minutes and after they hang up on you !!! Seriously never make the mistake of registering with them!!!”

Helpful Report

Posted 5 years ago

“customer service shambolic, on hold for ages. not getting the broadband speeds I am paying for. I am leaving!”

Helpful Report

Posted 5 years ago

“If you got enemies...then recomend the Virgin services to them I tried to contact with customer service and its not possible after a few hours and dozens so called security questions I have been told to be transferred to specialist and then 20 minutes rubbish music and silence. Very bad service...I wanted make cancellation of the contract but the dont want to accept”

Helpful Report

Posted 5 years ago

“Not Recommended - Really Bad Service Really Bad customer service. Waiting for 4+ weeks to have the services available despite giving Virgin Media 2 months notice of when I want the services to go live. Contacted the Complaints team, Received an email to say they tried to contact me but they never did. Waiting for a call from the manager and for an update - nothing what so ever.”

Helpful Report

Posted 5 years ago

“Wish I could leave a review of 0 stars. Virgin media are the most shambolic company I have ever dealt with. Been a customer for 3 years however after several price hikes I decided enough is enough time to go. Tried ringing customer servicee line, spent best part of 2 hours holding and being transferred from dept to dept they finally hung up on me. Called back next morning, another hour of trying to get through with no luck. I then sent a letter with recorded delivery to cancel their services and low and behold somebody from a UK call centre rings me and after trying to to get me to stay (no chance!)I finally get confirmation of cancellation. Pathetic people, never ever again will I consider Virgin Media.”

Helpful Report

Posted 5 years ago

“Worst customer service ever! An utter joke and is unbelievable! After 3 years with them witnessing a couple of price increases (totalling about 10 quids!) in that period, I decided I am better off without their service as I use the internet very little so I called them to cancel and they kept me on the phone for about 100 mins transferring me from one staff member to another having to repeat explaining the story to every single one of them asking me privacy invading questions like are you moving? are you travelling? why are you cancelling? what is the address you are thinking of moving to? where are you travelling? When are you moving out? The way they question you for simply and rightly asking to unsubscribe is nothing short of a crime investigation. This is utterly privacy invading and should be criminalised and the government should stop those greedy companies abusing their customers. Due to this horrendous experience I will never ever consider them again in the future!”

Helpful Report

Posted 5 years ago

“Wow where do I start? I have been with them for over 20 years.. In the last 2 weeks i have had such poor internet, i have tried to contact them to get things sorted out..... JOKE! Customer Services, you call for approx 25-30 mins speak to someone then the phone line cuts you off! 4 times in one attempt to fix the issue... I have been happy until this issue but since there is just two people using the internet. I have decided to take my business elsewhere. NOT A HAPPY CUSTOMER!!”

Helpful Report

Posted 5 years ago

“The actual product that virgin provided, broadband, was fine and worked well. The customer service was awful though. The prices also increased, which was within their right, but it increased whilst the standard of the product did not.”

Helpful Report

Posted 5 years ago

“If you joined them as like me you're leaving them just get ready for an absolutely nightmare to return your device as the plan must be try to make costumers keep the device so they can charge you lots of money. I would never ever recommend Virgin. They're not a trustworthy company.”

Helpful Report

Posted 5 years ago

“Useless customer service avoid if you can”

Helpful Report

Posted 5 years ago

“Rating should start from zero star because that's what they deserve. Worst customer service in the country by far. BROADBAND speed they say keep increasing it's not true. The prices keep increasing even if you are in the contract. If you have any issues with broadband, contacting them over phone will take minimum 45 minutes and they can tell you to call back because it's too busy and it will disconnect itself. Live chat on website never give you correct answers for your problems. I have been with them since they took over from Telewest communications since they started. Never wrote review for anyone but so angry with service that I had to write one. New customers gets better treatment, service and deals froM them. I would definitely be moving to another Broadband and phone service provider and would never recommend anyone to have Virgin Media.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews