Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“Absolutely awful. My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.”

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Posted 1 year ago

“well what a useless shower, I waited in 5 half days, 3 no shows, 2 fails to connect. This is a company process lead, one part in UK one part in Philippines, completely unable to talk anything through as they can't move from scrip, cost me a lot of money and time with no reasonable explanation. Time to get rid of the directors, set up a customer based company, but of course money profit rules, customers are not a priority.”

Helpful Report

Posted 1 year ago

“Awful ! Avoid ! I just ask for help and because Virgin send me bill with incorrect speed details and they asking me to confirm what speed I got, i said details i see on my last bill. ATIF is member of Virgin refuse help me. They did mistake on my bill and i answer for him what i see on my bill. ATIF told your account blocked 🤦 ATIF , you are very unprofessional,rude and unhelpful. 0 stars if possible”

Helpful Report

Posted 1 year ago

“I would give them a -1000 if I could. We were with Hyperoptic for 3 years and never had any issues. As soon as we moved to a house with Virgin the problems started. WiFi is 30-50 mbps at best and service is so spotty that I can't believe people actually buy this if they have a choice. You can't get to a human when you want to speak to technical support. It's just endless time wasting with useless help articles and bots.”

Helpful Report

Posted 1 year ago

“I am a Virgin media customer for over 10 years and the broadband internet as well as customer service is going downhill month after month. The internet connection is the worst in UK. I work in IT and I have never ever see a worst internet connection I have internet outages 2-5 times a month! they take hours to days. The reason for it is the internet box outside the house on the street! Its effecting the entire area. This is a re-accuring issue but after being on the phone for 1 hour and 50 minutes I am still not allowed to cancel the home broadband because of a "clause" that says i need to have a recurring issue within 30 days. Funny I have a recurring issue for years which is clearly recorded on their side May, June, July and now August but still they want to force you to stay with them. They told me I must pay a £165 cancellation fee if I wish to drop out. Well guess what. I will never ever come back to you lot. Disgrace to have you working legally in UK. They have turned off their reviews on facebook for a reason. The technical support used to be 24hours available and after covid19 they stopped that too and you can only reach them during office hours. Nothing about Virgin is appealing anymore. AVOID VIRGIN MEDIA BROADBAND BY ALL COST. GO TO SKY, BT or even better STARLINK @Virgin, please spare me your generic response blaming natural interruptions. And no need to advise me of a status check which doesn't help at all.”

Virgin Media 1 star review on 1st August 2023

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Posted 1 year ago

“I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.”

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Posted 1 year ago

“Probably the worst broadband service in the world, please avoid at any cost!!! This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem. Avoid if you don't want a big headache!”

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Posted 1 year ago

“I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done) I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again. They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!) Avoid this company. Avoid it at all costs as I have never had such a shocking time ever! Honestly, I have wasted soo much and too much time with them. (Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)”

Helpful Report

Posted 1 year ago

“PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill. For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING.. **whopping increase of 103.5% to £57.00 per month!** I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?' Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered. i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations. Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin. More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud! The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt! 'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry! The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat. The final question raised was the inconsistency in discounts available between the calls and Virgin employees. 'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !' I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings. In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of. How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'. DISGRACEFUL !!!!!!!!! Date of experience: July 22, 2023”

Helpful Report

Posted 1 year ago

“DO NOT JOIN THIEVING VIRGIN MEDIA. I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems. Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault. Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging. YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA”

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Posted 1 year ago

“Poor customer service.and they need to speak English not India”

Helpful Report

Posted 1 year ago

“The customer service is terrible I've been with virgin media for many years now time to move to someone else they don't know how to treat there long service customer's”

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Posted 1 year ago

“Terrible customer service. I would never consider using Virgin media again.”

Helpful Report

Posted 1 year ago

“I've had Virgin Media broadband for a year and it worked okay. Sometimes it would disconnect, so it wasn't great. But when I cancelled my account after moving out, they bombarded me with calls for days and days. Also, they didn't clearly write in their cancellation email what my last bill was - I am now being billed incorrectly and have no proof of that phone call. They have terrible customer service, and the constant phone calls about why I cancelled did NOT stop after I picked up and answered their questions, instead, other people continuously called me with the same questions. So not only have I been billed incorrectly, I can't officially complain because they've cancelled my account. Throughout my contract with them, they have been useless. I wouldn't recommend them to anyone.”

Helpful Report

Posted 1 year ago

“I was on the phone for more than 2 hours today and was been passed from one line to another because they couldn't deal with my issue or resolve my problem and get me to the right line. On top of this three different agents decided to hang the phone on me and this happened 3 times and am sure because they are clueless to able to sort my problem. As it was 3 times the phone got hanged up am definitely sure it was deliberately done and was clear it wasn't a connection issue especially having been on hold and from one agent to antoehr for 2 hours. This just shows the poor as well as the rudeness customer service virgin provides and the lack of knowledges as some of your staff did not have a clue what the consumers rights act 2015 is, which I had to Explain to some agents. My complaints are still not sorted and my mobile handset is now 2 weeks without service so it does not do it's required job or as promised in the contract. I will be taking this further and definitely making complaints online as well as never recommending any of my friends, families or people I know to virgin anymore. It is ridiculous that I've been waiting two week without any service and still getting charged for the handset contract as well as the sim plan even if the handset is faulty and unable to use at all. I will take this to next level even if it goes to court. I would definitely say to everyone that is planning to join virgin media is to keep away as they never deliver what they promise nor have the right staff that can help you or guide you to the right department based on your issue. Keep away and save your money as the contract we took is not been met and problems are not solved. Furthermore if you try to complain it just goes unnoticed and you will be just transferred from one agent to another with no solutions. Also note that my issue with my phone started when they migrated to 02 and now my handset is faulty as it does not have any service at all and virgin media are refusing to sort this issue and fix it.”

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Posted 1 year ago

“I phoned virgin media to cancell my broadband package as I found I could get the speed I wanted for half the price else where. After being kept waiting on the phone for what seemed like hours I then was passed to a guy who I could hardly understand what he was saying. I made it clear I was cancelling my contract. This procedure happened time and time again after I kept finding they were still taking money from my bank account every month. After several months I gave up and told my bank to cancel the direct debit. Virgin Media have now given my details to a debt agency saying I owe them money. Virgin Media are disgusting!!! They owe me money, they have illegally taken money from my account for months after I cancelled. I have today read that Ofcom are investigating them for making it difficult for people to cancel their contracts and leave. All I can say is that their Senior Management team should be ashamed of themselves. I wouldn't even rate this company 0 Out of 5 , I would say it would be about -3 and that's being kind.”

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Posted 1 year ago

“Virgin Media don't deserve even one star. They are just ripping off people. Never ever recommend to anyone. In three month time they changed my price plan three time. So I cancelled it after ringing them more two months time. Their customer services doesn't have any clue about their job.”

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Posted 1 year ago

“Virgin email is unusable - goes down almost daily”

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Posted 1 year ago

“My experience with Virgin Media has been extremely disappointing, primarily due to the issues I have encountered with their billing department. The main problem I have faced is that payments have been deducted from my account consistently, even though the broadband router has not been connected by Virgin Media's fitters. To make matters worse, the broadband box was left outside my property, and there is no router or modem on site, nor have the wires ever been connected. This means that for a total of six months, I have been paying for services that I have not been able to use. This situation is completely unacceptable and has left me feeling financially burdened and deceived. Despite my efforts to address this issue, including previous telephone conversations with Virgin representatives, no action has been taken to resolve the problem. I was assured that the payments made would be refunded and that my monthly payments would be put on hold until the services were successfully installed at my new property. However, I have continued to receive monthly bills for services I am not receiving. I am deeply disappointed by the lack of accountability and responsibility demonstrated by Virgin Media's billing department.”

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Posted 1 year ago

“Awful service. Wont let you leave even after not having internet for a month. They make you wait another 30 days to do a so called test or u have to pay to leave even though they are in breach of their contract. And then they offer you compensation for 10 days when its been 30days with no internet but you do not see a penny of it because when you cancel they do not give you your compensation and say they can only add it to the bill. In order to cancel after 30 days of testing they say you have to cancel and it takes another 30 days so thats 90days of no internet with 10days worth of non existant compensation.”

Helpful Report

Posted 1 year ago

Virgin Media is rated 1.2 based on 2,320 reviews