Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,309 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,309 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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“Impossibility difficult to cancel account.”

Helpful Report

Posted 7 months ago

“Be careful with this company. They have hidden fees that only become apparent after signing a contract.”

Helpful Report

Posted 7 months ago

“Brand new customer, engineer arrives drilling holes in front of the house and breaks the front off two bricks!! Then lets me know that he needs to wrap my home in 25 meters of black cable from the front to the back of my home? As the tv is hard wired? I said not on your life boy! Million pound home and this one wants black cable all over the front to the back! 😂 not a chance! Anyway I call sky they take off tv so juts broadband at £35 then I get two texts instantly from O2 leering me know I have a sim on its way at an extra £10 a month! After spending 5 hours sorting both out I get new contract sent through showing the new bill at £89! Per month! Laughable so in one day I had equipment installed to myself ripping the lot out last night! Placing in a bag ready for an engineer coming this morning to pick it all up! And if you want a full blown conversation with someone in Pakistan that can’t understand a work your saying this is the place to be! Virgin media is a joke! Never again! Back to sky in a heart beat! Stay well clear of virgin media as you will be sent all around the world in 80 days talking to people who are as sharp as tennis balls and not a clue!!”

Helpful Report

Posted 7 months ago

“Broadband price rises from £28 to £69. Call virgin media customer service, passed over 4 times and waiting for over an hour, the agent just hanged up and refused to cancel”

Virgin Media 1 star review on 1st May 2024

Helpful Report

Posted 7 months ago

“My recent encounter with Virginmedia has left me deeply disappointed and frustrated. As a customer eagerly awaiting an upgrade to my internet service, I was met with incompetence, rudeness, and an utter lack of empathy from their customer service team. The saga began when I received a notification that my internet was due for an upgrade on April 30, 2024. Excited at the prospect of faster speeds and better connectivity, I eagerly awaited the promised enhancement. However, as the date approached, I realized that my internet had not been upgraded as promised. Concerned, I reached out to Virgin Media customer service for assistance. Little did I know that this would be the start of an incredibly frustrating and disheartening experience. Upon connecting with a representative, I was met with an unhelpful and dismissive attitude. Despite explaining my situation clearly, I was met with nothing but scripted responses and robotic repetitions. It became apparent that the individual on the other end of the line was simply reading from a script, devoid of any genuine concern for my issue. To make matters worse, when I inquired about the delay in the upgrade, I was informed that it would take a staggering 15 working days for the process to be completed. This was in direct contradiction to the initial notification I had received, causing further confusion and frustration. What truly astounded me, however, was the blatant rudeness displayed by the customer service representative. Instead of offering assistance or attempting to resolve the issue, they adopted a condescending tone and seemed more interested in getting me off the line than addressing my concerns. It's disheartening to see a company prioritize scripted responses over genuine customer care. As someone who relies heavily on internet connectivity for both work and personal use, this experience has not only inconvenienced me but also tarnished my perception of virgin media. In conclusion, my experience with Virginamedia customer service was nothing short of appalling. From their lack of transparency regarding the upgrade process to their rude and dismissive attitude, they have failed miserably in providing satisfactory support to their customers. I sincerely hope that they take steps to improve their customer service practices, as no one should have to endure such treatment.”

Helpful Report

Posted 7 months ago

“DO NOT sign a contract with virgin . The internet hardly ever works, or the TV. It's impossible to speak to anyone who cares or will fix it. It's fraud. I've spent so much time on the phone/chat it's and I'm stuck in a contract with no broadband. Impossible for the kids homework and my WFH.”

Helpful Report

Posted 7 months ago

“If I could give them minus 1, then I would of done. I can write up a very long why I gave virgin media 1 star rating. I have never come across such an awful company in all of my life in having an internet provider. You upgrade due to the poor speed which they blame it is your thick walls lol, then you upgrade to a faster speed, to later find because you have upgraded they have also started the 18 month contract again. The phone lines are awful. Yu spend more time waiting for the call to speak to someone, then you find yourself trying to understand what they are saying. Then they try and sell you a mobile phone. I have lost the will to live with these people. Stay away from Virgin. I will go back to either BT or Sky.”

Helpful Report

Posted 7 months ago

“Sly robbing and untrustworthy. I spoke to virgin representative about joining virgin. I explained what I got with my previous package with sky, they said they could match it. Over 300 channels and broadband for £32. I jumped at the offer. Now I work away for a living. When I came home I found out that I only had the basic package. When I rang virgin they said I can have the channels I wanted but at an additional cost. Nearly 3 times the amount. When I complained, for some unknown reason all they're calls are recorded but not the one of the sales rep. If you want a good package. Go to sky”

Helpful Report

Posted 7 months ago

“I was a Virgin Media customer for 2 years and my contract expired. An incentive to stay with them was made with a price reduction but promises were not kept. I called 6 times, opened 4 support tickets, talked to them via the WhatsApp chat twice. All issues were closed and supposedly resolved but were clearly not. With no feedback, I kept calling every 30 days as the issue was not resolved and needed to open a new ticket. I refused to pay, got asked to pay a final bill, which match the agreed price which I paid. To my surprise, I found 6 months later that my credit report was set with a default payment when I applied for a mortgage and got refused. All in all, I should nit have accepted any renewal if the contract and closed it then.”

Helpful Report

Posted 7 months ago

“The worst service provider, let me explain. I activated my package on 20th April 2024. On the 25th of April internet went down. I called their technical team, who are not very technical and they told me it’s an activation issue , we will activate it now, even though it was activated on the 20th and I used it from the 22 to the 25th. An hour later the internet came back. On the 26 TH it disappeared and I mean disappeared not slowed down I am talking 0 coverage. I called their “engineers “who told me we must monitor for 24 hrs !!!! I am supposed to sit for a whole day with no wifi while they monitor remotely ( apparently ) When I questioned why do they not send an engineer they said not our policy and their engineer condescendingly told me they have amazing fiber technology and electromagnetic waves that they manage remotely (basically us peasant do to understand), and I will get live UPDATES from this amazing next level technology they run. Zero update,, 0 wifi for 24 hrs , I called again this time the tech engineer said they still do not have the problem, I asked what test they ran, She had no clue!!!! And Moreover they cannot send an engineer till the 29th afternoon. Note I informed them of the issue on the 25th So 5 was no wifi for a package I had for less than a week. They can not even tell me about their super galactic technologies and the tests they ran. Basically, a lot of bogus just like the Virgin Galactic scam they ran and the then company went bust. They use big term to pretend they have amazing technologies and when you question them they can not even tell a simple test they ran !!! Basically, their technology is if there is a problem let the loser customers wait till it comes back hopefully on its own, and if they question our non-responsive handling of the case we will tell them that our technology is based on remote analysis from the Moon. Stay away from these jokers”

Helpful Report

Posted 7 months ago

“I'm currently facing an issue with Virgin Media. I've been their customer for TV and broadband, but after moving, I found out they don't offer service in my new area. Despite this, they're insisting that I pay for an additional 30 days plus a €300 cancellation fee. I've already requested to terminate my services in writing and am waiting for their email confirmation. The fee is quite steep for me, especially since the lack of service availability isn't due to my choice. Does anyone have advice on how I can handle this or if there are any regulations that might help waive these fees?”

Helpful Report

Posted 7 months ago

“Terrible. Can't deliver what they offer! Stay well away in my opinion”

Helpful Report

Posted 7 months ago

“I was promised by sells person that service will deliver before 1st of May 2025 (thats the only reason i signed up with them as I needed urgent connection). She assured me that she put on priority list. After a week I still hear from the Virgin Media team installation is on 1st of May. They can make any false promise to sign up customer. They changed 3 times outside of house activity work without any valid reason. Whenever I call them, they say it's been rescheduled!! Also the customer service team doesn't know what they doing! Worst experience already with them before even using the broadband.”

Helpful Report

Posted 7 months ago

“They are massively over priced, almost 50% compared to city fibre deals. And when I cancelled they told me I had to give 30 days notice I did, and paid for it, then asked if I could cancel dd they told me yes as I didn't ow any money and that i was up to date! then put a late payment on my credit file as they tried to take more money 🤔 . I think that because they had no competition for years, on Internet speeds they treat there customers terrible and got away with horrendous prices. Very poor service.”

Helpful Report

Posted 7 months ago

“Even after cancelling their terrible service, having given them sufficient notice and waited for my contract to expire to avoid their fees, they still chase you for money, drop calls when you phone to complain and threaten you with bailiffs for non-payment. The worst sort of company, avoid at all costs!”

Helpful Report

Posted 7 months ago

“Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.”

Helpful Report

Posted 7 months ago

“Customer service is terrible them give you a deal then change the price when you cancel it because try them change the price them try to change you a disconnected fee no wonder they are losing so many people if you disagree with what them say you get disconnected from the call centre Please be aware that you will get harassed by the retention team with lots of prices to stay dong fall for it”

Helpful Report

Posted 7 months ago

“Virgin app is useless, telephone is useless, unable to get through, reply or answer, stay away and go SKY is my opinion.”

Helpful Report

Posted 7 months ago

“I gave this a one star as I can not do a 0 start. Virgin Media does not deserve 1 start! The Customer Service at virgin is absolutely horrendous! They can not communicate clearly!!! I have booked a simple installation for 2 extra boxes, paid for the installation and $ times the Technician has been sent to the job and they have booked the wrong job to be done! I spoken to them on the 1st of April and this is still outstanding, after sending 4 so called Technicans. If you can avoid going with virgin please do so! It is not worth the headache and hassle. In this day and age! Such horrendous Customer service from such a big company is unacceptable!!! Absolutely disgusted with Virgin Media Service!! But yet if you pay your bil 1 day late they want to cut off your services. Absolut JOKE OF a COMPANY!!!!!”

Helpful Report

Posted 7 months ago

“Business model designed to misinform and deceive people. At end of contract they call you with an astronomical price increase and then tell you they are doing you a massive favour by applying a discount to that price. Inevitably this price is more than you were paying but sold as a discount. New customer price was half that of this "discount" but I was told having been with them for 13 years they could not help. This happened last time we renewed and we then received a call back 3 days later having sorted out a new service saying they were going to give us the deal as we were such loyal customers hence still being with them. I queried this practice this timearound and asked if we could skip the charade and just go straight to the best price. I was told this is another team and the two teams are unaware of what each other do so she could not say what the price may be if this call comes. The poor lady sounded flumuxed as if it was the first time a customer had pointed out the sneakiness of the system. We are paying £39 for TV and broadband currently and they genuinely told me the new price was £100 but because I'm so great they were going to do me the amazing deal of £60. I asked to remove the TV part and the price went up instead of down. The staff speak of "this is just how it works" as if there are not people at virgin designing how it works. I wish this was surprising but it seems common practice now that loyalty to a service makes you vulnerable to financial abuse. They just hope you are so busy and stressed that you don't have time to look for a better deal rather than genuinely trying to help you stay afloat in these difficult times.”

Helpful Report

Posted 7 months ago

Virgin Media is rated 1.2 based on 2,309 reviews