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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“This company rip you off and blame you and your house for having no broad band. I have been with Virgin for many years. Since January I have had an intermittent connection. Every time I contacted the customer service I was told it is my house that is the issue and that there are no problems with the connection. I have not been listened to at all. I finally had an engineer a few weeks ago who said the issue is a weak signal from the box outside my house which was the issue, and increased the strength. My signal was still intermittent. 10 days ago another engineer told me that the wire from the box is damaged. He did a temporary fix, and said that I would have some signal once the green light stopped flashing - shouldn't be long - and left. I had no signal whatsoever since then. I was told someone would be out that evening, then received a text saying I would have to wait another 3 days as I was not a priority. A third engineer said the line is damaged. I received a follow up call from the same man who had previously tried to blame the layout of my house (although he admitted he didn't KNOW the layout of my house). He said 'the engineer report says that the fault IS with your house'! He had said nothing of the sort so this was an absolute lie. Yesterday Virgin's 'pull-up team' came and told me that the council seem to have cut the wire, and that they have to contact them before they can fix the issue. I get charged £51 a month for not having the broadband I pay for and being accused of saying the issue is with my house and me. I agree it is my fault as I have stayed with Virgin. I contacted them again asking to exit the contract however was told to pay £288 despite it being their fault and them not ready to fix the issue . Stay away from these thieving company. PLEASE EMPLOY SOME ONE WHO FLUENTLY SPEAKS AND UNDERSTAND ENGLISH - THIS WOULD BE A GOOD IDEA OF WHATS CALLED SERVICE. Whilst each engineer has been pleasant and polite, the customer service team on the phone have been beyond frustrating. They do not care at all.”

Helpful Report

Posted 1 year ago

“Poor internet coverage. When you make a claim for an internet speed investigation, they boost the signal briefly then it’s back to its usual poor internet speed and often, no internet supply what do ever. The technician that installed Virgin Media made fun of my disability which really got to me and was in front of my sister, so was incredibly embarrassing. I would strongly recommend not using Virgin Media. Also they apply hefty exit fees in the contracts (£800+). Staff on the phone are evasive and claimed I couldn’t cancel, when that was untrue. My internet is not useable. Avoid.”

Helpful Report

Posted 1 year ago

“Had virgin but at the start of lockdown it was too unreliable to work from home. Going offline everyday, was told no issues in area. In the end I cancelled my direct debit so I could talk to a human as I knew they would call as soon as payment was missed. got nowhere with them so sent an email to the UK CEO. Got a refund for 5 weeks lost service and contract cancelled. some weeks later I was planting a couple of trees in front garden and as I dig the virgin cable was only 5 inches under the soil and no ducting, just the cable. useless company, cant do anything right.”

Helpful Report

Posted 1 year ago

“Absolutely dire intermittent service. Avoid at all costs as they are rubbish”

Helpful Report

Posted 1 year ago

“Awful experience from day 1 with virgin broadband. Their customer service is shocking, website is clunky and doesn't work properly as does their useless apps. I lasted 4 days as a new customer and had to cancel. Please avoid this absolute cowboy outfit”

Helpful Report

Posted 1 year ago

“Today had lovely person attend to my update of package However I was left hanging on phone at different times in total on phone 1 hr plus !at one point I accidentally hung up as I thought it was end of call . Girl call be back ! It’s surely not rocket science to upgrade an account On the positive I thankfully have new upgraded package”

Helpful Report

Posted 1 year ago

“Wouldn't even give 1 star. This company is rubbish. Can't understand customer service. Second time in a month no landlines working and they say we've got no activated phones here after being with them for years. Broadband been off as well. My advise would be have nothing to do with them.”

Helpful Report

Posted 1 year ago

“Terrible service, no customer service and internet will go down atleast once a week”

Helpful Report

Posted 1 year ago

“Please read all of the reviews and DON'T sign up with Virgin Media! Our experience with Virgin Media would take hours to explain and it wouldn't make for good reading! When you read all of the negative reviews and recognise that the company haven't even had the decency to respond to people's complaints, you realise that they are all about selling! We have been with another broadband company for a number of years, without complaint, but we were looking for a cheaper alternative, especially in todays economic climate. I now wish we had just payed the extra and stayed with them. I'm so disappointed that the customer experience means nothing to Virgin and, to be honest, I feel like they should be brought to answer at a higher level.”

Helpful Report

Posted 1 year ago

“For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee. Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again. I still don't understand why I need to pay £297 + additional month if you have not provided me with the service. TERRIBLE!”

Helpful Report

Posted 1 year ago

“Daylight robbery! From the start of my contract I never got the broadband as promised even with my ethernet cable. I was promised a £99 credit which I didn’t get. I had to go to my local ombudsman as the customer service was horrific. I will never go with virgin media again”

Helpful Report

Posted 1 year ago

“Just look at all these rubbish reviews they are not making it up. The very worst company you could have to deal with.”

Helpful Report

Posted 1 year ago

“horrible customer service, you are lucky if you do not need to talk to them, I feel like vomiting when I just think about it.. incompetent, they pass people on to others as a spiral that never ends.. customer is treated like a number.. one of the worst things we have to do in life is to contract broadband and talk to these scammers”

Helpful Report

Posted 1 year ago

“I wish I could put 0 stars I wish I could put 0 stars. The service is absolutely shocking, the complaints team are rude and unhelpful. Promise to provide speeds but they don't actually cover the area. I work in customer service and would be totally ashamed of the approach and attitude, clearly do not care about there reputation as they are too big. Avoid at all costs mistakes happened but how you handle them says alot about you.n”

Helpful Report

Posted 1 year ago

“It takes hours and a lot of persistence to get to the point when they finally accept you're giving them 30 days notice. They even insisted that I had to give them the details of what package I was moving to before they would accept my 30 days notice as "the system won't allow us to process your request unless we have these details". I've been with Virgin for 10 years and been reasonably satisfied, but this behaviour is like trying to leave a cult. I'm leaving because they won't give me the same deal as a new customer, whereas other providers obviously will.”

Helpful Report

Posted 1 year ago

“I've been a Virgin Media broadband customer for over a year. It is the worst broadband supplier I've ever had: signal comes and goes every +-2 hours and we completely lost internet 2x for the whole afternoon in the last month. The website and app are designed to prevent you from speaking to a support agent and it's therefore near to impossible to resolve issues where the solution is not available in the support centre. Calling them is even more useless as you get to interact with a dumb bot that never provides the information you're looking for. The VM broadband package is appealing as it's one of the fastest in London, but don't get fooled by that as the broadband quality is worse than some of the 3rd world countries I have been to. Switching to Community Fiber now ... 4.4 star rating / 6x the speed for the same price.”

Helpful Report

Posted 1 year ago

“I had been a loyal Virgin customer for 15 years however my TV box was clunky and the new one they sent me was unusable with my set up unless I paid £90 for an engineer to come and sort it out. When a leaflet from BT came through the door offering me fast broadband, a much better TV package and landline for nearly half what I was paying Virgin I decided to change providers. I contacted BT and decided to change providers. The person told me that I didn't need to contact Virgin to cancel, BT would do that for me. When Virgin contacted me a few days later saying they heard I was leaving and could they persuade me to stay, not unreasonably I assumed BT had been in touch with Virgin and there was nothing more I needed to do. A week or so later I had a further phonecall from Virgin again asking me to stay with them. The changeover happened in November and I had no complaints. Much to my surprise £70 was taken from my account by Virgin in December. I assumed it was an oversight and thought a telephone conversation would sort it out. I was eventually put through to someone in customer relations who claimed that because I had not contacted Virgin myself I was liable to pay the £70. I asked about the people who had rung me up and I was told they were merely agents and were not directly connected to Virgin. How they got wind of me wanting to cancel my Virgin package without Virgin knowing seems like an extraordinarily mendacious approach to take and of course as they were agents there were no recorded telephone calls to fall back on. I was told that as Virgin had a completely different internet system to BT, BT couldn't request the cancellation, the only part they were able to cancel was the telephone line. It was then agreed that the telephone rental part of my package would be deducted. from my bill as I was in no way liable to pay that. I asked if the money could be credited to my bank account but customer relations said that as I'd requested my account to be closed they would send me a cheque. It has never been sent. I was also told that I ought to take up the issue with BT as it was their employee who had misled me. I had requested paper bills from Virgin but I never received the December bill. I recently contacted BT about another matter and happened to mention in passing that I'd needed to pay Virgin an extra £70 because their advisor had told me that BT would cancel on my behalf. BT said they needed to see my final bill from Virgin in order to review my case. I had had no bills from Virgin since November so I telephoned them today. I requested they email me a final bill and they also put me through to accounts to find out what had happened to the cheque for the money they owed me. Accounts were unable to verify me through my name address and password. They had to have my account number and put the phone down on me while I was searching for it. I had a look at my final bill and found that I owed them £4.30. The bill was dated 16th February and conveniently was due today (8thMarch) I had not been sent it and had I not contacted Virgin I would be none the wiser. I rang Virgin again and was put through to an extremely unhelpful man. I was told that the £4.30 was due to the fact that I had only formally cancelled on 8th December. They needed 30 days notice and it meant that because I was billed from 2nd December to 2nd January there were a few days outstanding and that was why I was being billed. I asked about the money I was owed - would that not cover the £4.30 they had decided I owed them? The line fell silent and then he came back again to ask me if I was ready to pay. He then insinuated that my credit score would be affected if I refused to pay. These people are heartless - Virgin mustn't be doing too well if they resort to such cynical tactics. After the telephone call I had a further look at the previous bill which I'd also requested they email me. This bill makes no sense. Apparently I changed my package although I had no knowledge of doing so. Granted my telephone line rental was removed but "MixTV" was added at the same time - why would I have agreed to that when I said I was leaving and, horror of horrors there's a further bill for £57.60 from 3rd Jan-2nd February making Virgin's cancellation policy a whopping 60 days in total. What utter bullies. This is no way to run a company.”

Helpful Report

Posted 1 year ago

“As a customer of Virgin Media, I am very satisfied with their services. Their internet speeds are consistently fast, which is important for my work and entertainment needs. Their customer service representatives are always friendly and helpful when I have questions or concerns. Steve walked me through the installation process and ensured that everything was set up correctly. I am very happy with my experience with Virgin Media and would highly recommend their services to anyone looking for reliable internet. And if you have the chance to work with Steve, I can assure you that you'll be in good hands. Overall, I am very pleased with the services provided by Virgin Media and would recommend them to anyone looking for reliable and affordable internet.”

Helpful Report

Posted 1 year ago

“I am a virgin media customer for almost 4years now. I recently booked an engineer to move a cable from one room to another in the same house. The agent I spoke to on my first call informed me I am not going to pay for the engineer. Later in the same week I got an email about a new package and a new contract where my monthly charges was increased which I never agreed to. I quickly called virgin media and explained to them I never agreed to such package. I called several times and spoke to (Michel, sia , gulusheer) and all apologised and promised to make the necessary corrections. For about 2 months now nothing was done and I was sent a charge of £150 to pay. I tried to call again and my access was limited to speak to an agent. I raised a customer complaints and the response I got was to pay the amount I owe. VIRGIN MEDIA EXPLOIT AND ABUSE ITS CUSTOMERS. WORSE COMPANY EVER”

Helpful Report

Posted 1 year ago

“Rubbish rip-off stupid”

Helpful Report

Posted 1 year ago

Virgin Media is rated 1.2 based on 2,320 reviews