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Virgin Media Reviews

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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Virgin Media 1 star review on 16th October 2024
James Peter Donaghy
Virgin Media 1 star review on 16th October 2024
James Peter Donaghy
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 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
83
Anonymous
Anonymous  // 01/01/2019
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Lawrence
Verified Reviewer
“Useless as a business broadband. When it works it is fine but over the last 4 years the service has gone down at least twice a year and to get up and running again is a massive ordeal of being on hold for hours on end, being transferred to call centres around the world, to endless engineer visits. This last episode which prompted my review had seen our service being completely off for 5 days only to be told that I should upgrade to a more expensive bundle to get a better fault turnaround time! Against my better judgement I upgraded and 3 days later, still no service. I am currently listening to the horrible hold music which makes me want to shoot myself waiting to speak to a "customer satisfaction agent" - current hold time 1hr 22mins. p.s. they also deny their service outages which is infuriating when you call to tell them that the service is down and they say "no it isn't, we have had no reports of service outage"! Choose life, choose a different service provider for your business broadband!”
Helpful Report
Posted 4 years ago
Jazz
Verified Reviewer
“TLDR: Ordered Virgin Media 6 weeks before moving into new home. On day of install they cancelled and 4 months later still don't have an apology. Ordered Virgin media 6 weeks before moving into our new home. 4 weeks prior, they came out and did a site survey. The week before install, the came and did another survey. Two days before the install, they did a 3rd survey. The day of the install, 2 hours after my install slot I got a call to let me know they were not going to install as it was too much trouble. Made a complaint, 2 months later got a letter letting me know the complaint was being looked into. 4 Months in, still do not have a apology. Just go else where, unless you want awful service, SLA's that are affected by weather and KPI's that are rarer than unicorns.”
Helpful Report
Posted 4 years ago
Samantha
Verified Reviewer
“Don't go with virgin. Customer service doesn't exist I either get cut off or am on hold until I get cut off (on hold for longer than 20 minutes). I'm constantly re starting the Internet because it is cutting off all the time. We have a TV box but it was never installed like we where promised so is collecting dust instead. No one has sorted the problem out, I wish I wasn't in a contract with them. DON'T GET VIRGIN”
Helpful Report
Posted 4 years ago
Stuart Hansford
Unverified Reviewer
“Absolutely useless.. Not had any tv picture for nearly two weeks now! Unfortunately had to view via tv's built in freeview! Cant get through to customer services. You can be on the phone for hours to customer services and then get cut off before you've even spoke to anyone! They soon want your money though, which incidentally continues to rise on a very frequent basis!! Take my advise... Don't sign up to Virgin Media. EVER!!!”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Impossible to report a fault with the landline. Online service status checker says there are no faults in the area, but calls are going to another house in our road and we cannot call in or out (this is a longstanding phone line and number, not a new one). Customer services don't answer 0345 number (and cut you off after an hour) and other advice is to call 150 from your Virgin phone (which we can't do as we can't call out). Online chat specifies a response within 24 hours ... we're waiting!! Dreadful service from a large, well-known supplier. There should be a simple way to report a fault!”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Terribly overpriced, just paid a small fortune to get out of contract and get the hell away from it!”
Helpful Report
Posted 4 years ago
Oscar
Verified Reviewer
“I don't usually leave reviews but the service provided by Virgin Media has been terrible from start to finish. I have no idea what I did in a past life to deserve this level of punishment, Micheal really outdid himself when he designed this torture scene in the good place.. Working from home means you rely on a wifi provider and right now I'd rather live off universal credit. We first opened our account in Nov 2019, the wrong start date was set internally leaving us without a router for over a week, we then received our router & TV package; with the wrong cables for the set up we have in the house. We waited over an hour to speak to their support service (pre-covid) to be told that the correct cables are definitely in the box & they couldn't help, in the end I had to use livechat to send a photo for someone to finally confirm it was the wrong wiring. The Television box itself is very slow and becomes unresponsive often. Speaking with the team at virgin they say to "empty your downloads" - We had no downloads - and then they would check there is no faults, according the virgin there never was a fault so they wouldn't help. When our wifi occasionally started to drop out we where told very similar things "there's no fault" "It must be your device" etc, well funny that 8 different devices can throw up the exact same issue. Upon our contract coming to the end of the first year we got offered a renewal price of over £60 for a service we paid under £30 for! I called and asked for their best price and they said £58 was the absolute best. I got the exact same package at talktalk for £25 so called back to cancel and all of a sudden they offered us the exact same package for £28. If that was offered at first then MAYBE I would have considered it but having spent hours waiting on hold to be told an entire bunch of different rubbish by virgin media I decided enough was enough. After cancelling Virgin I was still stuck with them for 30 days, during this period my wifi speed dropped from 100mbps down to between 10 and 20 mbps. I'm glad I'm no longer with this money hungry service. - Over 1 hour wait times outside of covid-19 - Almost 2 hour wait time inside of covid-19 - Webchat for support is incredibly glitchy, you get refreshed out, the wait time displays as 1 second even though you'll wait over an hour. - Service is slowed after cancelling - Random additional charges of £1 - £5 added to your bills with no explanation. - Try at every cost to con you into paying above the odds - Online portal doesn't work for half the pages, you cannot look at prices, update details etc. One of the worst companies I have ever dealt with.”
Helpful Report
Posted 4 years ago
Max
Unverified Reviewer
“They are as much a broadband company as I am a bicycle. Do not know why they keep on inflicting this much damage and harm on us: we’re just trying to WFH and make ends meet during this pandemic. Their continued disservice is impacting the way we work and every time the internet is down, we lose money. What can we do? It is a shame”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“As a long-standing customer of a company I’ve been loyal to for the last 25 years, I’m massively disappointed by their inability to provide even the most basic of service expectations ..... simple to access, good communication. Following a series of interruptions to my broadband over the last few weeks prompting three extremely lengthy and unsuccessful attempts to strike up a dialogue with VM at the telephone, I was pleasantly surprised to receive an unexpected call from a VM rep yesterday who offered to resolve the broadband problems I have been experiencing. At this point, feel free to suggest I was already being played and therefore a fool bearing in mind, you will recall, I never actually got through to anyone at VM to report my broadband issues in the first place. So, in the absence of intelligent thought, I embraced this opportunity to have someone help investigate my IT frustrations. I then spent 45 minutes with a very polite, encouraging and seemingly helpful gentlemen who took me through an exhausting series of, what seemed to me, very technical leaps from one drop down window, website and download page to another. Believe it or not, I’m quite IT savvy, familiar with routine technical programmes and enquiries so I did not find the situation unusual when the IT engineer eventually gained remote access to my Computer. It wasn’t until we arrived at a point where I read on screen that I was to be offered a free router upgrade..... and a generous £404.65 goodwill payment in recognition of my patience and loyalty that I started to feel uncomfortable. I subscribe to the adage “if it sounds to good be true... etc”. When next asked to enter the name of my Bank into my Internet Browser I was immediately on red alert. He then told me I needed to open my online bank account in order for the “goodwill payment” to be validated. I refused to comply at which point the polite young man became slightly hostile and warned me that if I didn’t proceed with his instruction, my broadband issues would deteriorate further (which he had previously informed were due to poor security resulting in several attempts on the part of hackers). Also, should I continue to refuse access to my bank account then I would be asked to personally visit VM’s London Head Office taking with me two forms of photo ID. OK, so it becomes slightly farcical at this stage and I didn’t hesitate to disconnect the call. For peace of mind I then changed each and every PC maintained password within a matter of minutes following this call. BUT, and despite what you may now assume to have been a clever attempt at scamming yours truly, I still had a nagging doubt about the authenticity of this call. I knew Virgin Media would step up to the plate and quickly confirm this for me; a simple phone call would suffice. So far I have waited a total of 2 hours whilst being left on hold and awaiting human contact. No success to date. From their website I have triggered an enquiry/complaint; a “quick” response informs me that a full reply will be forthcoming within 28 days! I have decide to seek an alternative broadband provider; patience, perseverance and loyalty count for nothing nowadays. As a leading light in the field of global tv and telecommunications, their own communication systems with regard to customers are sadly lacking. Lesson learned.”
Helpful Report
Posted 4 years ago
JOHN Oates
Verified Reviewer
“Currently have not had T.V for six days.Spoke to someone who was very hard to understand they told me it would be resolved by the following day.Have tried to get thru again since and it is impossible to get thru to anyone.Virgin website is saying there is a fault in your area and it will be done by 1 p.m the following day but it has been down for 6 days.They have not even bothered to phone you with an apology or let you know what is happening.Some time ago I had no internet for over a week 4 technicians came to sort it out on different days but could not.The team leader came along and informed me they were going to the wrong junction box.They never give you a reduction on your bill for the the sevice which you are not getting but paying for.Customer service is a shambolic joke.I have given them one star as it is the lowest that I can give them.If there was a box for zero then that is what I would give them.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“What a frustration talking to people who can't speak understandable English,when they give up your put on a holding line playing dreadful music hoping you'll go away,please don't use you'll be sorry!”
Helpful Report
Posted 4 years ago
Dave F
Verified Reviewer
“I’ve been with VM for about two years, so after my initial contract expired I negotiated an M100 deal at a much reduced monthly price. This new contract has coincided with a house move to an address which is capable of receiving VM broadband. Simple right?? So after agreeing the new contract I was told that someone would be round to the new address to set up the service. At 9.30pm the evening before I got an email saying that this had now been put back three weeks to the end of November! I spent an hour on the phone explaining my dissatisfaction and eventually the lady said that in fact the engineer will come out the next day. As I suspected no one turned up! Spent an hour and a half being passed around various departments to be told that they either had no record of my previous conversations or that the end of November date was the earliest they could do. One excuse they said was that they were waiting for approval from the local council to dig up the road. Because of this delay I managed to get them to switch back on the previous broadband at the house from which I’m moving but this is now so unreliable it keeps dropping out for anywhere from 5 to 30 minutes at least 6-8 times a day. I’ve already told them that unless things improve (unlikely) I will exercise my right to cancel the contract. All in all I am extremely disappointed with Virgin Media and would advise anyone to see past the amazing speeds they offer to the poor customer service, poor value for money and unreliable service. Oh and don’t let them tell you they only have UK call centres as I was asked by one of their staff “what time is it over there in the UK?””
Helpful Report
Posted 4 years ago
Nina
Unverified Reviewer
“Do NOT sign up with Virgin Media. They are the worst company I have ever had to deal with! I was more or less forced to sign up with them last March as they were the only ones supplying my area and due to Covid could not go into the office anymore and needed a stable internet connection. They charged me 280£ early exit fee when I had to move as my landlord decided to move back into the flat back in July due to the pandemic. Virgin Media DID NOT SUPPLY the area my new flat is in and when I told them that I cant really afford to pay this and asked them why I have to pay this in the first place if they are the ones who are unable to supply my new flat, they just replied "its our policy and in the contract"! I am now with Sky and the difference is huge. The connection is actually stable, the customer service is great and is based here in the UK, not in India as with Virgin and the price is better, too! Would never go with Virgin again and can only advice anyone to stay far away from them. Total scammers!”
Helpful Report
Posted 4 years ago
James Penn
Verified Reviewer
“Useless. Cut off my broadband ‘by mistake’ when I renewed my contract with them. Sent a complaint letter 3 months ago and not heard back. Now they have cut off my account again due to ‘late payment’ but I’ve been paying by direct debit for 3 years! Unbelievably bad service.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“Extremely bad service. I have asked time and time again for my virgin media bills to be sent electronically. It appears they are unable to carry out this simple instruction. Have tried to view my bills with no luck, the message I receive back is that I am not authorised to view the bill, can only be reviewed by the account holder which clearly I am. Attempted calling Virgin Media by 'phone - no answer, left waiting 15-20 minutes, I gave up. Seriously considering terminating virgin media service. Have been with Virgin Media over 30 years, if not more, the service they provide has gone from bad to worse.”
Helpful Report
Posted 4 years ago
Anonymous
Verified Reviewer
“My 97 yrld mother has been with virgin for 27 years ,September past her tv picture was distorted and jumping up and down called customer service,got someone in India, was told she would have to wait 3 days to see if it settled before she could arrange for engineer to come out,I asked to speak to manger NO he replied and hung up. I called the following day and said I wanted to cancel her tv,phone package, next day a manager called her to see if he could do anything to keep her with company,she said no thanks. 2 days later another manager called her , mum said she would have to call me as I was dealing with the matter,I got a call from a female manager promising me she would get engineer out following day and also reduce price of package, she then said do you think your mother would stay if we do this, as my mother hates changing,get anxious about it, I said yes. Engineer came out couldn't fix it as needed box updated,but none with him,waiting on stock coming in. He emailed his manager to tell him it couldn't be fixed and needed box upgrade,told us will be about 4 weeks. 5 weeks later nothing,I emailed the team, week later no reply,emailed again- nothing. Called the following day to be told there was nothing on notes about new box upgrade. I was not happy, was told he was connecting me to department that would help me, cut me off. Following day I called customer service,nice girl answered, she said I will talk to someone and come back to you,hold line,30 minutes later I hung up and called back, another pleasant girl, she said she would put me through to another department, cut me off again. I called straight back and said I'd had enough and wanted to cancel package, was told my mum would have to pay £240 as she has a contract for 18 months, I told her I was never told my the manager I was on any contract or about £240 cancellation fee, Manager only asked me if she sent engineer and reduced package would my mother be happy to stay, I said yes. She hadn't left at that time and was told nothing about entering a new contract. Have emailed my complaint and waiting on reply, was advised by ombudsman to do this first and see what the outcome is, then I can go back to ombudsman for help. Absolutely shocking the way they treat a 86 yrld lady. They have no evidence of telling me that this was a contract, that was never mentioned. If they had stuck to what they promised about getting the TV picture fixed this would not have happened, 6 weeks later and no new box as promised,rubbish reception and they want £240. That want be happening,will take them to court first. KEEP AWAY FROM VIRGIN MEDIA.”
Helpful Report
Posted 4 years ago
Linda Rouse
Unverified Reviewer
“The customer service at Virgin is a joke it is non-existent . I've raised to complaints in the last month about an amount that they say is outstanding because we are moving.. Virgin say that because we are moving and not completing a contract we have to pay over £140. However they do not provide a service in the area we are moving and therefore they have broken their contract. Nobody has rang me back about the situation and all they do is keep sending me demands for the money. They are by far the worst company I have ever had to deal with”
Helpful Report
Posted 4 years ago
Di
Verified Reviewer
“I would give minus if I could. Been VM customer for years and called for a home move transfer. First my old contract was cancelled days before it should be so no WiFi at all for a couple day!! Then the WiFi would not work on the new home as they mixed up my home move and I was not even able to register a online account to complain as I can not use my existing email!! Then 20 hours call with the worst customer services ever, waiting on phone for 2 hour! Yes I am not being dramatic but exactly 2 hours then got out on hold for another 2 hours!! Then I tried to register for the compensation scheme for my loss of internet, then got hung up straight away on the phone !! This is the ever worst broad band company and whoever in charge should be fired instantly and hire someone to actually try to show some care for your customers otherwise people will leave and you go bust”
Helpful Report
Posted 4 years ago
Andrew Southerton
Unverified Reviewer
“Booked for the 16 October and still waiting. Now given date of 24 November. Assured of call from 'manager' for second time but no call. Call centre staff just provide false dates to fob you off. Then they either do nothing or if you're lucky send an email at the last minute to cancel and delay yet again. Call centre are useless and experience to date is appalling. Don't bother unless you are prepared to wait for at least 6 weeks (maybe) after your original date. Also the emails or texts they send you regarding the 'work' they are doing to ensure you are connected are all lies in my experience.”
Helpful Report
Posted 4 years ago
Anonymous
Unverified Reviewer
“This is categorically the absolute worse customer experience I have ever had. Virgin offers bundles that include media and mobile. My mobile SIM card was never delivered. I am paying for a service I am not getting. When I speak to the media team, they transfer me to mobile, when I speak to mobile transfer the issue to media. No one takes ownership of the problem. I gave up after 15 hours of trying to get this fixed. Now I will have to pay for the next 18 months for a mobile package that I have not received. Again, absolute worse experience Stay away from this company (or at least from their bundle packages)”
Helpful Report
Posted 4 years ago
Virgin Media is rated 1.2 based on 2,320 reviews
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