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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“Over priced and absolutley awful customer service”

Helpful Report

Posted 6 years ago

“I joined Virgin Media thinking that I would be able to get outstanding Wifi speeds all around my house. When talking to a sales adviser when I initially bought their service, they said that it would be perfect for homes where many devices are connected and also for gaming. Fast forward a month into the contract I am unable to get sufficient speeds to browse the internet let alone game online. I have tried contacting them but every time I had the same response- staying on the phone with them for over an hour to just get the same response again later on. Please be aware that speeds advertised are only for wired connections or when you are sitting directly on top of the router and because they advertise for the wired speeds (which I only receive 70% of) even if you are getting below 10% of their advertised speeds they can't and won't help. You are also unable to leave due to their outrageous cancellation fee of £125 plus 30 day payment. It is unreal how rubbish I feel being detained in a company for another 10 months, where I cannot get a good wifi service and also where their advisers and technicians can't even help. If you live in the East London area please avoid if you want your moneys worth.”

Helpful Report

Posted 6 years ago

“Been with Virgin for less than two weeks, in that time I have had a network problem that rendered the phone out of order, then when the engineer came he said the wires had been connected wrong in the box. I was without a phone for three days. Tonight the phone doesn't work again and I am told that an engineer will call again in three days. I have had Virgin for 12 days and in that time for six of the days I have had no service. This is extremely poor and I wouldn't recommend Virgin to anyone, the grass isn't always greener I should have stayed with my previous supplier they may have been more expensive but I did have a service.”

Helpful Report

Posted 6 years ago

“The company has clearly lost touch with its customers. They decided to replace a part in the system that caused a cascading fault in Area 26. Then they try to cover their tracks by claiming its a fault without admitting it was their fault. What a disgrace. Six hours later it finally gets sorted at 6.10pm well after the close of business day causing my company a loss of business of an entire day, all because of an installation not properly tested beforehand, as opposed to a lightening strike, or bad weather and not admitting it was their fault on the first call but on the third call lol. I had to speak to one of their technicians on the street to get the real story. The phone team is a joke. I am leaving and going to Sky right away (not that I trust any of them really). Your promises are ridiculous, you give no power to your managers who are really supervisors anyway, and your reaction, we will give you money for the lost time online. What a joke, we lost business full stop and you owe us this instead of £1.85. I am done with this company.”

Helpful Report

Posted 6 years ago

“This is now the second time I have been duped by VM regarding signing up for a new contract, the first time I was offered a new deal but I was not informed I was being sign up for a new contract and this time I was quoted one monthly price over the phone, however a contract was set up with a completely different price. Both occasions I was told I should have had a contract and both occasions a contract was not received by email or post. I am sure this is convenient for VM, may be this is how VM retain customers by scamming people into cheap deal that turn out not to be that cheap. This is bad business practice and you do not expect this kind of disgraceful service from a large well oiled company that operational should be at the top pf their game. I am sure there are many people out their who are being mis-sold packages and VM seem to get away with this so freely and easily. I have just spoken to the rudest customer service colleague from VM. I was told to cut to the chase, he talked over me and basically was not interested in what I had to say. I rang to complain about the changing contractual charge for my broadband and the fact that for the second time I had been quoted a deal over the phone however on the VM computer the two did not match. He had no interest in this and pretty much told me that the computer says this so it is what it is in his rude tone of voice. I told him he was being rude and failed to acknowledge what a complete and utter moron he was being and clearly a VM customer service is not a job he should be doing. Colleague number two could not understand the issue and could only read off a computer screen and just wanted to pass my back through to the moron I had spoken two. Rep number three was what I call " amazing" and I felt she had gone way above and beyond what I would call excellent service. Friendly, informative, knowledgable and more importantly she listened to what I had to say and she genuinely wanted to get the best possible outcome for me. She could clearly see something odd had gone on with my account and was more than willing to put things right even though it was not her fault directly. For a colleague that has only been in the role for 2 month....I cannot praise her enough for such a good job she made of sorting out this mess.”

Helpful Report

Posted 6 years ago

“Unbelievable incompetence. An absolutely disgusting, negligent service. Big mistake joining virgin, big regret. Unbelievably poor engineer, below par customer service. Happy to take peoples money but not provide a service. Con artists.”

Helpful Report

Posted 6 years ago

“I dropped my phone and screen broke..new phone being deliveredthis morning have been text by delivery company..great service...I had to pay £30 eccess but customer service on phone excellent...we are too quick to criticise so wanted to prsise”

Helpful Report

Posted 6 years ago

“Spent 45 minutes trying to pay a bill was passed from pillar to post - after each transfer was told would be answered within 3 minutes what a total pile of pants!!”

Helpful Report

Posted 6 years ago

“At the moment we are paying for 350 megabites per second but all we are getting is 0 bites per second”

Helpful Report

Posted 6 years ago

“We went to virgin because our other office has a virgin leased line but with our office in Slough this is taking a long long long time to install even when we all ready has a fiber leased line. if we are lucky they send us a email once a week to tell us the date it will be finished but when that date comes they come up with another excuse to say they are waiting for more civil works so far it is been five times this has happened. if you email the project manager he does not come back to you and when he does all he can say is he is waiting a update ...... I am staring to think i should have gone with BT”

Helpful Report

Posted 6 years ago

“We placed order for business broadband September 2017. Till 27/06/2018 they change 5 different order manager to this case, they asked number of times if we wanted cancel the order ??? No line no broadband. They send me 3 bills for around £300 for service which we never received. Next door big chain of shops moved in. 1 month after they had virgin fiber optic line in. The worst service you can get. Better choose any other providers. Definitely no Virgin”

Helpful Report

Posted 6 years ago

“My sony xz phone overheats and shuts down, Virgin Media collected it 5 times for repair returned within 48 hours (really good) still faulty (really bad) and wanted it back within 2 days for another go? Virgin Customer services offered to buy out 10 months of my contract writing off remaining debt and allowing me to trade in my FAULTY phone for new handset (possible fraud) but point blank refuse to refund an monies for supplying me with faulty goods that can and never will be repaired?”

Helpful Report

Posted 6 years ago

“What went wrong? What when right! They are without doubt the crappiest business on this plant! Avoid!!!”

Helpful Report

Posted 6 years ago

“when you email an existing customer with confirmation of provision of an additional service at an agreed cost for an agreed period I expect the service to forthcoming. I do not expect to spend 3 hours being directed to different support staff who all tell me the package no longer exists. Dreadful service...time to look elsewhere”

Helpful Report

Posted 6 years ago

“I just got off the phone with one of Virgin Media's telephone support staff who was absolutely useless and very very slow. It took 22 minutes to deal with closing down an account which is ridiculous. For the purpose of comparison - United Utilities Water Supplier took only 3 and a half minutes and Gas and Electric only 4 minutes. If Virgin are going to charge for customer service calls, they should at very least train their staff to a reasonable standard to make the process quicker and less painful. It is absolutely ridiculous to take so long for such a simple request.”

Helpful Report

Posted 6 years ago

“Great company to sign up with, but absolutely shocking when you need to cancel the contract early. I rang them and gave them the required 30 days notice, the girl in the Indian call centre was more interested in trying to get me sign up friends and tell her how great virgin media were than dealing with my request to cancel. When she finally got around to cancelling my contract she then proceeded not to send the return bag for the router, telling me that she had in fact done this. I rang them again 2 weeks later to find out where the return bag was and was once again told by a different woman that it was on its way and that I should give it a few more days to arrive. After 3 weeks waiting I once again phoned and was told that nothing had been dispatched and that they would immediately send the return bag, I got a text 5 days after I had phoned to say they were finally sending the bag, almost 30 days to the day that I had originally called them and the day before I was vacating my flat. If they put as much effort into customer service as they do their adverts they would be a great company that I would happily go with again. However, as this is not the case they would be the last company I would go with if I had a choice. I thought BT were bad but Virgin Media makes BT look good!”

Helpful Report

Posted 6 years ago

“What a dreadful company. It is our 6th time that we have been unable to access many of the normal channels because we are seemingly 'not authorised' to watch certain channels including BBC4!! Their help line was unable to help. However they booked a technician to arrive between 8 and 12 today, Guess what....they didn't arrive and could not even be bothered to call me. It is time to move onto a new, more responsive, media supplier.”

Helpful Report

Posted 6 years ago

“Billing from day 1 went wrong took nothing for 3 months and the new withrew 3 months at once then increased the price mid contract. Customer service is very poor afterms contract runs out price goes up horrendously but offers only open to new customers”

Helpful Report

Posted 6 years ago

“I saw a lot of bad reviews of Virgin Media but refused to listen as they were offering me a good deal. I wish I listened as they charged me way more than the expected amount one month and couldn’t give me a reason for this. The manager was extremely rude to me when I asked for an explanation and lied to me twice. NOT RECOMMENDED!”

Helpful Report

Posted 6 years ago

“I have a multi room TV bundle with Virgin alongside Virgin phone and Vivid 200 optical fiber. I took the contract on 7 Nov 2017. Since then, I had at least 4 days when nothing worked in Apr 2018: the landline phone, broadband and TV all went blank. It took many calls on mobile [not with Virgin] to fix it. Since then broadband and home Wifi keeps dropping more than usual and the hub needs to be reset a few times every day. I've had over a month of this and when I requested Virgin replace the faulty hub, their answer it was not faulty. Wifi could have dropped because of the weather and they would need to montior it a bit longer. AVOID Virgin Media, they seem to have very low expectation for service provision and think it is acceptable for customers to suffer for month on end with equipment that should be under guarantee.”

Helpful Report

Posted 6 years ago

Virgin Media is rated 1.2 based on 2,320 reviews