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

“Rubbish service and complaints cost £18.10. did not get problem stilli waiting for a response”

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Posted 5 years ago

“After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers”

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Posted 5 years ago

“Im absolutely disgusted by the customer service, she was so rude to me when i was asking if i could downgrade my services as the prices were increasing. I am fed up with people who think its ok to talk down to you when your asking about a cheaper deal which is online. I think Virgin media need to find better customer service. I am now cancelling after over 10 years of loyal membership..... good riddance”

Helpful Report

Posted 5 years ago

“Worst customer service experience I have ever had. These guys are terrible in dealing with customers. I had no broadband connection for a week ( I was told they are doing some work i the area where I live) and I keep getting intermittent connections. I complained and was told I won’t have to pay for the time I had no service. I have just received a full bill with no discount for the week I had no broadband. I made another complaint and was told someone would get back to me within 48 hours. I have had no response up to now and it’s been a week. Previously the internet stopped working and I arranged for an engineer. However he didn’t turn up. I am escalating my complaints to their chief executive and I suggest everyone does the same. Absolutely disgusting customer service. They don’t even deserve a single star rating. AVOID AVOID AVOID at all costs”

Helpful Report

Posted 5 years ago

“I've been a loyal customer for over 17 years. i wanted to discuss my billing with virgin so logged in on the website. it wasn't possible to discuss my bill via chat so I was directed to the phoneline i waited 35 minutes on the phone line listening to the same 4 songs on repeat. I thought there must be a fault. it was unbelievable to me that a company with such high standing as virgin would have such a long wait time so I assumed there was a fault. i tried again the next morning, and after 35 minutes i was able to speak to an agent. i mentioned the long wait time and he said" yes, we are busy" no apology its my experience that the services at virgin, the customer wait times, the ability to remedy things quickly has much deteriorated while the costs have gone up. reading online its clear that the company has declined, as there are such horrendous reviews of experiences. mine sadly is not an isolated incident I'm a patient man, but I could no longer justify paying upwards of 500£ per year to a company that seemingly invest so little to make the customer experience hassle-free. I was to have a further increase of £3.50 per month as of September. this was worse than Ryan air customer service, really sad as the customer service used to be outstanding after 17 years as a customer, I canceled my contract with virgin and have already signed a new contract with a competitor sincerely”

Helpful Report

Posted 5 years ago

“I have had issues with virgin media for a while broadband and TV I was miss sold at the point off sale I have asked to speak to a manager and on a number off times been miss informed or been lied to as never got call back been going on for over 3 months. Just today I have called up all I have told them is that there are notes left on account and manager was suppose to call me back on a number off times but failed to call back. First adviser when asking for a manger said to me I've just started my shift and dont give me that attitude. And then put me on hold to get manager and dropped call on me. Second call told adviser read through notes and get manager as I've gone through same issue a number off times. She insisted on hearing it from me even though notes were on there so whilst going through issue. Adviser put me on mute said hello 4 times before adviser came back on call and then said will transfer you through to manager but transferred me to another adviser. That adviser kicked off with me as when explaining to him said I'm through to wrong team. Then was transferred to another adviser back in customer service who said I will need to read through all notes on account and then get manager a put me on mute after a good 10mins cut call on me. Not once tried to call me back very very bad customer service. Will be looking to leave. There customer service everytime is the worst I dont think there is anyone as bad I will be taking this to offcom, Virgin media dont care about one person complaint if everyone starts to complain that's when they will do something about ther customer service”

Helpful Report

Posted 5 years ago

“Nobody answers the phone & no one phones back your automated service is atrocious!! I have been waiting on a call back since 14th July, I was put onto a text message service where i was contacted at 11pm in the evening only to not be replied to. I urgently need to speak to someone and would appreciate someone contact me asap”

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Posted 5 years ago

“An absolute joke, nobody knows what their talking about. Can't understand its taking several phone calls to close my late sisters account. I'm getting assured the accounts up to date yet i get arrears letters through the post!!!!!! Several times I've waited over 20 minutes on the phone only to be disconnected!!!!!!!”

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Posted 5 years ago

“Avoid like the plague utter total rubbish every other week internet problem s was told to upgrade modem which cost money and guess what more problems then that told me I need a booster which would cost more money in the end was so fed up with them I switched to bt much cheaper free booster disc and works fine with no problem s Virgin media ain’t worth nothing don’t waste your money”

Helpful Report

Posted 5 years ago

“I've been trying to cancel for days, waiting hours each time. The first call gets answered but as soon as you say you want to give them your notice, they transfer you and you have to wait for hours. I've had to hang up each time and haven't successfully got through yet. You can't contact them by email. Your 'mailbox' on their site says 'Currently unavailable' - and it's always like that. You can't use their livechat to cancel. So you have to phone, and they don't answer. Then there's the connection- constantly drops off each day, some days for hours. I just want to cancel but can't find a way!!!!!!!!!!!!!!!!!! Avoid, avoid, avoid.”

Helpful Report

Posted 5 years ago

“Virgin Media is very very bad service I 1 month I called nearly 15 time Wi-Fi is not working just stay coming they don't fixing nothing they going back and they just stealing money that's a I've been with Plusnet really good service was I make mistake I come with Virgin Media I I tried to cancel they're asking £250 in 1 months maybe I didn't use one day internet always going off when I call they say we gonna fix it they give appointment 6 7 day Really really very bad used to be very good now is a rubbish garbage better than them .”

Helpful Report

Posted 5 years ago

“Awful. Simply cannot recommend them and would strongly advise all to steer well clear. I have been a customer for years receiving broadband and TV and have always paid the same amount. When they've tried to hike the prices before, I have received notification, contacted them, and we have always agreed to pay the same amount. This time, I received no notification, and unbeknownst to me they had increased the charges by more than two thirds!!!! Their response was 'it's your fault, you should have kept a check on it'. They simply don't care at the moment, and weren't willing to offer me a good deal - why would I pay an extra £15 to get exactly the same services that I have always received? They do not care whatsoever about customer loyalty and have lost so much respect. This is clear as presently 82% of over 8,000 on Trustpilot have them down as 'Bad' with only one star. Shame on them. Needless to say, I have ended my contract with them, have gone elsewhere, and am pursuing them for the overcharging.”

Helpful Report

Posted 5 years ago

“Worst service around avoid at all costs if you want a problem free service this is not the company for you as your internet will go off when it wants and can be days before its comes back on Customer service is also very poor with the robotic scripts they read off to you which they think is a resolution They also delete any reviews off their Facebook page if it puts them in a bad light so I wouldn't even trust their reviews as these are not accurate”

Helpful Report

Posted 5 years ago

“I have been a customer for 21 years, they even congratulate me on the longevity, yet they still treat me appallingly, they up my charges for the basic minimum services, phone, broadband and TV, to almost double what a new customer is charged, double what the competitors would charge me. Then, as if they are doing me a favour, they say ok you don't use your broadband very much we will reduce that to 50Mb, we will remove your Tivo box (which has less on it than Freeview) and we will still charge you more than the deal we give new customers and Talk Talk deals. They say you have been a customer for a long time we will reward you by sending a box to take your Tivo box back - what sort of bullying tactics are these - I am going to take my business to Talk Talk or Now broadband where I will get a better deal - don't use this bullying company they are awful.”

Helpful Report

Posted 5 years ago

“I agree with that”

Helpful Report

Posted 5 years ago

“Overall good for fibre Broadband but over priced when it come to package deals especially when no longer a new customer.”

Helpful Report

Posted 5 years ago

“Virgin claims they have friendly customer service team, its not from my experience I have make 8 calls so far between 20days issue is still ongoing and most of the call handler don't want to listen to the customer just passing the call around repeating your full name password character and listening to music which suits the service "don't care" Every time end speaking to someone in Asia or Europe but no results. I am rating 1 star there is nothing for Worst service”

Helpful Report

Posted 5 years ago

“At last after 9 attempts got through on phone, only to speak to somebody from Scotland, I nearly had to sit down, and now happy with a result at last, I cannot give any more stars as it has taken two weeks of heartache. We were going to cancel but because of a good result we will stay. Thank you. However if the price goes up we will go back to freeview that's for sure.”

Helpful Report

Posted 5 years ago

“Disgusting overcharged prices. The least they could do was bring me down to £49 per month...and guess what for...broadband?! Lol Also card payment was sent over the phone and it only showed half a payment that evening and half the following morning, so they then added on a late payment charge. My bank statement proved i only made the one payment yet virgin did not rectify this when shown. Customer service do not speak english and it makes phone calls very frustrating on both ends as we are none the wiser to what either person is saying. I am done with paying so much for broadband and my advice to anyone else is to stay clear you will save a fortune”

Helpful Report

Posted 5 years ago

“Do not go with virgin. Absolutely appalling customer service and wrong advice Don’t ring you back and make it as difficult as possible to change to them. Just check the history under my name who ever deals with reviews and you will see what I mean Rubbish company !!”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews