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Virgin Media Reviews

1.2 Rating 2,309 Reviews
3 %
of reviewers recommend Virgin Media
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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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
Lucky to get one star. Whenever I call Virgin I have an immediate feeling of anxiety that I cannot shift until I have gone through my 60 minutes of torture. I am a fairly level headed person but I have just too many terrible experiences with this company to mention. Why am I still with them? Broadband is good. Service is unfortunately utterly appealing and has been for 20 years!
Helpful Report
Posted 5 months ago
Worst company to deal with.Over a month waiting for connection, 3 days of annual leave to accommodate the technicians appointments for installation wasted. No feedback so you will need to follow up yourself.
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Posted 5 months ago
The worst company you will ever deal with. If your unfortunate enough to be on board with them it's a battle to leave as they don't answer the phone, no email, live chat doesn't work, need to canx by post. Then they string it out to bleed extra money out if you! Just go somewhere else!
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Posted 5 months ago
I had virgin media for quite a long time during that period there WiFi always been a problem, every time members of my family have problems with WiFi they had go at me so I was really sick and tired. On the other side they just keep charging what ever they can . I called them several time to settle payment but after some time they keep charging whatever. So I decided to change my service with sky so I talk to them and they said you don’t have to do anything we will cancel virgin media. So I have sky now and after some time I received email from virgin media regarding the the equipment we had from them like WiFi boosters etc, we have to return these products in box which they are sending me. Which I did receive in week or two later and same time they were still charging me during this time. So when I called they regarding this matter they refused to admit that service has been cancelled. They said you are still with us , I said if I am still with you why did you send me that card box for return these products and they refused to admit that they send us email
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Posted 5 months ago
Over charged me, terrible customer service. Unable to chase down my refund. I don’t want to spend a penny more with them.
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Posted 5 months ago
Poor customer service, kept sending me bills even when I was with another company which I disputed and in turn affected my credit score.
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Posted 5 months ago
Poor customer service and the internet keeps dropping and you can go a couple of days without service, the worst experience, i have had SKY, BT and Talk Talk which were excellent, but my experience with Virgin Media i can’t recommend any one
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Posted 5 months ago
Rubbish company, stay away!! KARL MORRIS!! wasted a month of my time!! Needed a business account, so that I could set up everything before opening the business. But this trash company, sent an engineer to the wrong address 3 times, I called them so many times to sort out the address, but still was the same every time!! I told him that I needed a phone number and broadband urgently, but they don't care, it's like he was wasting my time deliberately.
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Posted 5 months ago
Discriminating Service!!! Absolutely disgraceful! Been with them for 18 months, will surely switch now. It's the biggest blunder of my life to refer them to my friend, feeling embarrassed! It's been a week I've lodged a complain, yet no response from them!!!
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Posted 5 months ago
Tried for a long time to contact customer service by email. Impossible . Terrible - worse customer experience I have had.
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Posted 5 months ago
End of contract was allegedly for this month or last. They insisted on end of contract notifications being at the bottom of the bills each month over the phone which is £1.70 extra for posting otherwise they are to be reviewed through the app. Which is good as I am against paper waste as much as the next guy but the call center agents was more than unfriendly and unhelpful also spoke like a literal robot. Sending end of contract notices are clearly not their forté as this changed to 'being sent an email' on a 2nd phone call. Which to my surprise never arrived as I don't know anybody who wants to pay out of contract fees of 35£ extra. It was good that I caught this on time as this is what lead to looking into the entire issue. The 1st agent on the website in the process of making a complaint didn't take in much and began offering extras as I understand it is part of the job if not a commission based attribute of the job. But he did offer the same contract for 24.48£ per month which is 1.52£ less than the original. I was not even emailed to say my contract ended and not even a call to say this was the case. YET I got almost 5 calls over last year to add subscription, sports and all sorts. I only wanted a broadband and even then I'd be considering their offers after they have been charging me 35£ extra each month and not one person has apologized for not calling to say my contract expired let alone an email initially until the 2nd phone call. 2nd phone call ended with call center agent offering 25.48£ and even 'speaking to the manager' who wouldn't budge from now 0.52£ less per month. The call had to end as I found it ridiculous because she was then using the scare tactic to say the prices are subject to change and that I may not find the same price. Ended the call to now speak to the 2nd website agent who was now offering 31£ and no less even when speaking on the same chat. I raised my experience and concerns but still she would not budge no doubt from the notes from the call center now. She fought against it mentioning a date in May 05, 2024 when the end of contract notification was sent. Which was clear lies as I sent a screenshot to shut this allegation down clearly showing all communication from Virgin Media as low and behold it was another promotional email from Virgin to opt in for 'boosting my broadband for summer'. I then mentioned the previous agent as the now 2nd agent looked into the history and no doubt reluctantly offered the 24.48£. She then offered a 50£ cash back scheme for every recommendation to Virgin Media through friends and family in exchange for sharing my details with a partner company. After my eventful run with Virgin Media it didn't take a second to decline this bogus information sharing distribution offer. I will not be recommending anything to do with Virgin Media to my friends, family or work colleagues based on this experience. Anyone looking to get a contract with them or already in a contract please be vigilant and careful of their scams.
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Helpful Report
Posted 5 months ago
Disconnected from the broadband without any reason
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Posted 5 months ago
If I could give 0 stars for customer service I would they re contracted me without my consent it's taken 6 months to sort out but still they say the contract is binding .I have no option but to take legal action and get rid of them once and for all
Helpful Report
Posted 5 months ago
The staff tell you what you need to hear and do the complete opposite.the price of broad band is very expensive compared to other company’s for the poor service you receive.
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Posted 5 months ago
We've got a contract but yet they always billing me for more than my contract state's. As soon as this contract has expired we'll be going elsewhere. But yet the customer service (lady sorry I've forgotten your name). Was extremely helpful this morning.
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Posted 5 months ago
Absolutely ridiculous customer service! Literally rang up to leave nearly a month ago- got put through to the retention team...who halved the bill, and said they would ring me back within 2 hours to sort it, that call never came. Rang up a few days later- spent another 45 minutes on the phone for them to tell me they need to speak to the person who offered me the first deal... and it will be done it 48 hours- i said 'no, i never got a call back the first time' and then she said 24 hours and promised it would be resolved! A week later I have rang up again to leave as nothing is resolved and now theyre saying i need to give 30 days notice when I called up to leave about 30 days ago! And the deal they offered cannot be found And surprise surpsie when I said 'listen to the call you recorded' they said they dont have access to it and it would only be a manager who can do that.... so I would have to wait AGAIN for no resolution and guess what- I'll still have to pay the £86 monthly I am paying now! Shocking company! Stay away!
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Posted 5 months ago
Scammers. We were with virgin media for 5 stressful years. Never again. The amount of time we had to waste constantly claiming back money from heir scam attempts is ridiculous. They still owe us £255 of money they've stolen. I can't imagine they will ever pay it back. If I owned a company and I cancelled customers direct debits without telling them just so I could hit them with a late fee scam, then lie to the customer saying the bank canceled it just so they also waste their time having the bank confirm they're lying about it, constantly bill them for services they don't even have (they kept charging us for phone calls even though we don't even have a landline connected), void their contracts and start new ones in their name without even telling them, extending their lock in periods without telling them, then charge more than double the new illegal contracts entire length to cancel it even though the customer never agreed in the first place, then refused to collect their equipment so they can scam customers by charing them for it... I would find myself in prison pretty fast. How on earth virgin are allowed to do this to their customers without facing any real penalties is beyond me. Why on earth is their only penalty being made to give some (not even all!!) of the stolen money back to their victims? This system just encourages them to keep stealing from their customers as they profit from it even after being caught. Why aren't criminal organisations held held accountable anymore?
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Posted 5 months ago
Dear Virgin Media Customer Service, I am writing to express my dissatisfaction with the service I have received following a power outage in my area on Saturday, June 15th. My Virgin Media router was damaged as a result of the power surge, and I have been without internet access since then. Despite numerous phone calls to customer service, I have been unable to get the issue resolved. Appointments with technicians have been repeatedly canceled, and I have received conflicting information from different representatives. I understand that this may be a larger problem in the area, but I am frustrated that other internet providers were able to resolve similar issues for their customers on the same day. I work from home and rely on the internet for my livelihood, and this prolonged outage is causing significant disruption to my work and personal life. I am disappointed with the lack of urgency and effectiveness in resolving this issue. I would appreciate it if you could escalate my case and ensure that a technician is sent to my home as soon as possible to assess the damage and restore my internet service. Thank you for your attention to this matter. Sincerely, Farrah
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Posted 5 months ago
Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.
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Posted 5 months ago
Very very bad in contract time every single month price increase without any reason Bad customer service too many questions in on go! Very hard to connect a call with customer service.
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Posted 6 months ago
Virgin Media is rated 1.2 based on 2,309 reviews