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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“Virgin media customer service promised me that my bill will stay £29 a month for whole year, suddenly after 3 months they started charging me £34 a month. It's ridiculous service and I wouldn't go to virgin again in future.”

Helpful Report

Posted 7 years ago

“I just want to give out a massive thank you to the whole of the virgin media team who helped us with our switch. We moved house on 25th of November and moved with talktalk as we were still in contract. From day one we had no internet. After frustrating chats online and numerous phone calls out we finally got an engineer to come out who spent 2 hours at our house to tell us that there is nothing wrong with the line it's defiantly on talktalk side (we previously had 2 engineers cancel on us when we stayed at home). Again after numerous phone calls they just kept saying you will be updated in 72 hours so I decided to bite the bullet and cancel altogether and went with BT as a new customer as it had some good opening offers. Our live date should of been on the 20th of December but guess what? Orange light and when I phoned BT they said would have send an engineer out even though the last time they said it's all talk talk side. I had enough at this point big time right before Christmas! I decided to call virgin and not only did I realise we could get it at our new property the customer service was fantastic! They talked me through everything and managed to get an engineer come out to set it all up for us 2 days later! Not the standard 10 days you normally have to wait! The engineer come out and was here for 2 hours and told us there was some bad news.. the line is to worn and he can't find a signal so he won't be able to do the job (at this point I couldn't believe our luck) he said he would phone his manager and we would go from there.. 30 mins later get a knock at the door two lads are here apologising and put in a brand new line for us and then the engineer come back out and see it all up for us! I couldn't believe our luck I was so thankful and grateful to virgin and the lads for getting this sorted in 2 days outstanding work! Simon”

Helpful Report

Posted 7 years ago

“I the consumer Actually lost count to the times I had called Virgin Media regarding a fault that was never fixed even though I was paying for this service. Unfortunately when I called Virgin on countless occasions I was met with rude and most of the time obnoxious customer service advisers based in India I was told.There command of the English language was appalling and constantly repetitive,fault would be fixed was the norm from them,phoned getting slammed down when the conversation got to complicated getting told there tech team are looking into fault ,there Is a problem in my area and Virgin were working on it.This lasted for over 5 months I eventually cancelled home broadband & did an indemnity claim The agreement between me the consumer and virgin the provider was meaningless,pay for a service even though not working,bleed the consumer dry and 10s of thousands like me for there own gain,then breach there data protection by adding false and inaccurate information on there Credit file at a touch of a button which they have done when I the consumer had done nothing wrong. In mediation they offer to clear debt but leave default on Credit file for a period of 5 years? A consumer challenges Virgin & this is the outcome. Dana Strong &Tom Mockridge do not speak or deal with Consumers who pays there wages? If anyone out there has had similar issues please Private message.Will be uploading videos very soon”

Helpful Report

Posted 7 years ago

“problems can't get solved by staff! Corporate greed! Fine tuned so the customer always pays Terrible service! They say they can only refund you for days the service doesn't work and it needs to be 24 hours in one period! 6 times over 12 hour periods a time and I still need to pay for each day the service isn't working. People are lovely on the phone but they can never actually help you get the refund you need for services you didn't get. I spent 6 hours on the phone and they offered me £3! They then said I shouldn't write a work email from home. As that service is twice the price! Plus Richard Branson he just sued the NHS and won hundred of thousands of £'s! Lovely staff but they have no power to implement refunds! Even though they know it's unfair! This mis managemnt is a clear money saving solution for corporate companies! They know this is happening but they carry on as they know their profit margins are a few million up by knackering out their customers! I wish I'd never given them so much of my money for so little in return! Lovely engineers who go out of their way for you! But management are obviously Money grabbing and don't care about their product! Don't use them!”

Helpful Report

Posted 7 years ago

“Absolute joke of a company. I haven’t had internet since the 11th December so I contacted Virgin on that day to ask when this was going to be fixed. I was told that it was an ‘area problem’ and that it would be fixed soon. On the 12th I still don’t have any internet so once again I call and I am told it will be fixed shortly and it is still an ‘area problem’. On the 13th I still don’t have internet so this time I call and I ask them to cancel the service and I will go and sort internet elsewhere (I use the internet to stream, I buy and sell things on the internet, my partner uses it for work so it is quite a big part of life this day and age). Once I ask them to cancel it only now do they seem to care and try to offer to do something about it. I was told at this point that the earliest a technician would be available is the 19th December. This is disgraceful as in this day and age as the majority of business is done over the internet. What also has wound me up is they have for some reason actually got to come to my house to fix the problem, even though it’s an ‘area problem’. So if I hadn’t of called and made an issue of it nobody would have actively contacted me and let me know this. Also, the only time that virgin can do is when I am at work and my partner can’t be there. I tell them this and instead of organising a time that day when I’m home they tell me it will have to be another day after the 19th. So now I’m going to have to either leave work early, which this could potentially cost me a sale as I’m in sales or I live without the internet for even longer. So the questions I have are: 1. Is this an ‘area problem’ or a problem with my line/software? 2. Do you actually treat all of your customers this way? 3. Can somebody who actually has any form of authority contact me and get this sorted immediately and actually give me some decent customer service? The only positive I will say is that when the internet works it is great but as soon as there is a problem they are absolutely useless! I look forward to hearing from somebody in the very near future.”

Helpful Report

Posted 7 years ago

“Really quick to sign you up. Engineer no show! No communication wish I had never signed up. Now saying they will have to re book installation so will be without a phone and broadband which I need for my job. Manager not wanting to speak with me. I was assured that there would be no disruption to my landline and now they are saying they can’t reschedule till way into January! So no phone till then. No prioritisation an absolute joke. Such a big company and this is the service you get. I am disgusted. I would have given a zero if I could!”

Helpful Report

Posted 7 years ago

“Customer service conveniently hang up when they can not deal with your enquiry, I feel unless my enquiry involves me handing money over, Virgin are not interested. I have never received an official contract, without the contract I can't use the details to set up a virgin email address/username to view my contract/account. My free gift incentive of a TV was never honoured. When we call we get passed around and the call ends up dead. I feel unless you are a new customer buying, they're not interested. If this is how they do business, they should be keeping an eye on the classifieds for a new job when it all come tumbling. Used to be pretty good to deal with but now a total falure. Good luck in your new jobs, if you can get one.”

Helpful Report

Posted 7 years ago

“I don't even want to give one star. Absolute disaster service, communication and customer service. Very dissatisfied with the service and would dissuade anyone from signing up with them.”

Helpful Report

Posted 7 years ago

“Agreed to pay £38.26 monthly, but virginmedia charges me £76. Asked several times for a written contract but I was denied, they said its no need it. Scammers”

Helpful Report

Posted 7 years ago

“1 review Published 117 seconds ago Terrible STAY AWAY!!! I've been with virgin for almost 2 yrs now..its terrible it's my 3rd day without internet..when called the customer services they keep you on hold for hours and than when you connect they keep tranfering you to other departments which will make you stay on hold for another hour.finally when you tell them you want to leave virgin media as the service is to bad.they say you can't as your contract is not over and you have to pay a fee of £128 pounds to exit. The company clearly has done a study and know all the tricks to reap off innocent people and once you get into contract they trap you.they did also tell me we have booked a engineer to visit your place and than in couple of hours you get a automated text message saying the visit was cancelled saying we done some test and the internet is working now and if you are still facing problem please text HELP .and when you go to check theirs still no internet. Than you'll call them again they'll repeat the same thing again and re book a engg. So the engg who was suppose to come in 2 days is been delayed to 5days as they cancelled and rebooked him assuming your internet is working.offcourse they try to save money on labour and would only send a engg. If your like 15days without internet. terrible terrible terrible.they should be sued.”

Helpful Report

Posted 7 years ago

“I would give 0 starts if i could !!! DO NOT GO WITH VIRGIN NEVER. I have been waiting 40 days for few different teams of engineers to come and do the wiring and set up my broadband. The first that came didnt want to do any job they took pictures and left . Then the company told me they will send me the best one . And again i took a day off and wait that guy the whole day . He came 7:20 pm told me its very big job and he dont want to stay untill late so he took pictures and he left. The customer support team also is transfering me between different operators so i didnt get any support at all. they dont want even to terminate my contract . ** i have the conversation between me and the Engineer (who also told me the company is crap) so my lawyer will deal with them from now on if they dont want to terminate my contract. Let me summarise it STRONGLY RECOMMEND TO AVOID VIRGIN AT ALL COSTS !!!!!!!! save your hassle and just go with different broadband provider”

Helpful Report

Posted 7 years ago

“Go with this guys if you want slow fluctuation broadband, they say they’re the fastes well that’s a LIE , we pay a lot for the broadband do the least virgin media can do is make sure it actually works, seriously do not go with these guys at all for internet, they’re overall really unhelpful, WiFi comes and goes all the time , even when your next to the hub, they con people out of their money”

Helpful Report

Posted 7 years ago

“When we first got the contract with them, we waited for 45 days for someone to come to install the broadband and we were lied twice about the date. When we moved, we announced in advanced, they booked us, no one showed up, when my husband called they said there are some problems and we have to wait 6 weeks. We cancelled the account, one week later, my husband received a call with an offer and a date of installation, and again no one showed up. When we called customer service, the guy gave us another date, two weeks later. We refused. This is unacceptable for such a big company to lie about appointments. I took my day off twice for nothing because of them. Talktalk are coming in 10 days for installing the broadband.”

Helpful Report

Posted 7 years ago

“Very terrible service overall. They delay my service for more than a month just to cancel my account without even notifying me. Everytime I called it took me 5 min to get them on hold on the phone.”

Helpful Report

Posted 7 years ago

“The worst customer service I have ever experienced. One advisor said I owed £36 when closing my account but then could why that amount was outstanding. He then passed me onto someone else who explicitly assured me that there was no money outstanding on my account. Three months later I receive a call from BPO stating that I owe £11.71 and I am now unable to open a new current account because this supposed outstanding payment has affected my credit score.”

Helpful Report

Posted 7 years ago

“Would definitely be 0 stars if that was an opinion. Shocking customer service and been told nothing but lies from all members of staff from the start”

Helpful Report

Posted 7 years ago

“Unfortunately the installation wasn't carried out as expected, please note the following points below: 1. I requested the router to be installed behind the sofa, I spoke to the engineers on the phone on the day and ask them the same thing. They installed its at the existing residential connection and left a loose extra cable for routing to sofa. They were provided with the power extension which they requested for setting up the router behind sofa. 2. The residential is a separate broadband connection and it should not have been tampered with. We did not agree to turn off the existing residential connection, the engineers did that without asking me or people at premises 3. The Hitron router is inferior compared to the current residential hub and the signal isn't reaching parts of my house. I live in an ordinary property made of bricks, you can argue if I had a mansion with concrete walls but this is a worse piece of equipment compared to residentail broadband 4. I can see errors in the log of the router and I am not getting the 350MB that was advertised. 5. I've got a bad back and have had to run the cable and do all the work they were supposed to do.”

Helpful Report

Posted 7 years ago

“WARNING!!! WARNING!!! WARNING!!! PLEASE STAY AWAY FROM VIRGIN MEDIA AND THEIR SALES MEN!!! ONE OF THEIR SALES MAN CALLED BASIL PUSEY USUALLY BASED BETWEEN COVENTRY AND BIRMINGHAM SHOPPING CENTRES IS A SEXUAL PREDATOR AND A CROOK, HE ENTICED A CONFUSED YOUNG SINGLE MUM AND HAD SEX WITH HER AT THE BACK OF VIRGIN MEDIA POP UP VAN ON DEFERENT OCCASIONS WHILES ON DUTIES FOR VIRGIN MEDIA AND ALSO CONED HER OUT OF £480.00. PLEASE STAY AWAY!!! PLEASE DON'T BE A VICTIM. IF YOU WANT TO VERIFY CONTACT ME ON 07404481922.”

Helpful Report

Posted 7 years ago

“I was given an installation date for 10 days time. Then I receive an email saying the installation has been cancelled as they have not been able to contact me. Yet I’ve had no emails or phone calls! When I ring them they then say it’s been cancelled because of damaged cables, 3 days before the final installation. Yet the only cables coming to my house are the ones they have just installed! Now it’s a 5 day wait until I can be given a new installation date. Last time there was a minimum 10 day wait for installation dates. At best it will be a month of no internet for my business.... When I ask for everything to be cancelled so I can go else where I’m told I will have to pay a disconnection fee! Richard Branson preaches about customer service yet Virgin Media give miss information and miss lead you. Then want to charge you when you complain and want to leave......”

Helpful Report

Posted 7 years ago

“Tried to join up got email wanting proof of address for 3 years and identity whent through all the trouble of emailing over then all went quiet email to see if installation is going to happen but emails are being ignored probably best to stay clear rubbish customer service”

Helpful Report

Posted 7 years ago

Virgin Media is rated 1.2 based on 2,320 reviews