Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

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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

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“i tried to get to my mobile acount, and the virgin media website would not accept my proper name, pasword, postcode or not robot tick picture malarky, cant even get into my acount! try to get forgot your pass and email? not happening. Just wait till my contract ends, i'm off.”

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Posted 3 years ago

“I have just left Virgin media after being with there company since telewest days , They knew I was leaving on the 14 th of this month and have taken the full price for a moth and now think I should wait 45 days for them to refund what they have stolen from my acount , Do your self a big favour and find another broadband suppier , There service is without a doubt the worst in the uk”

Helpful Report

Posted 3 years ago

“Terrible customer service. OK until something goes wrong and you're left waiting on a call or online chat for hours with no resolution. In my experience their advice is contradictory as i was told one thing and then after being on a call for over 2 hours was told something completely different. Completely unhelpful and a huge waste of time. Submitting a complaint about begin kept waiting for hours at a time also gets you nowhere as their only resolution they offer is that internal feedback will be provided. Infuriating is an understatement. Avoid at all costs!”

Helpful Report

Posted 3 years ago

“Absolutely disgraceful company most definitely doesn't do what it says on the tin, do your self a favour and go elsewhere there customer service is beyond words appalling, how do they survive”

Helpful Report

Posted 3 years ago

“If I could give a 0 star I would. Can’t connect at all in certain rooms of the house despite several wifi boosters. Speeds of under 1mbps despite being quoted close to 100. ‘Experts’ told us we were wrong and the wifi is not slow enough to warrant leaving the contract. So stuck with under 1mbps for the next 18 months. Avoid at all cost.”

Helpful Report

Posted 3 years ago

“I haven't had Internet or my house phone for 3 days.. they keep delaying the time they say it will be fixed.. I pay a shocking £70 a month JUST FOR INTERNET AND MY HOUSE PHONE!! They are snakes.. I have no idea how they even raised the price that high!! I haven't been able to work for 3 days now and my special needs child is missing out on his exercise programs he needs to function... I am cancelling and not giving them a penny for breaking the contract.. Best part is there is no one to help me on this issue.. Virgin stick it where the sun don't shine!!!”

Helpful Report

Posted 3 years ago

“Never Again Today I cancelled my contract and opted to pay the cancellation fee due to the absolutely awful WiFi connection. This, only after about 3 months with Virgin Media. Speeds have been as low as 1.00 mbps download with 0.03 mbps upload anywhere in the house except in the room in which the media box is located (just retested and 5.51 mbps download and 0.07 mbps upload). This, the advisors at Virgin Media (Virgin) say, is what Virgin are contracted to provide and are therefore fulfilling their part of the contract. The only guarantee Virgin provide for full speed, in my case 108 mbps download and 10 mbps upload, is if a device is connected using a ethernet cable. How archaic is this? No apologies provided by the advisors to whom I spoke, just a reiteration of the fact the contract is being met and a suggestion to purchase a booster for each room. Yes, boosters would have been cheaper than cancellation, but on principle the situation is unacceptable and not fair treatment for the customer. I did not have guaranteed WiFi in each room with my previous provider BT, in fact I only had download speeds of 14 mpbs, but yet I was able to comfortably attend virtual meetings, stream Netflix, YouTube and other services with limited interruption. If Virgin's speeds were comparable to what I was getting from BT, I would have been frustrated but sucked it up. How anywhere near 1.00 mbps could be acceptable however and brushed off with a suggestion to pay an additional monthly charge for boosters is just unfathomable. How is this company regulated? How do they get away with treating customers in this way? It's easy to explain contractual terms but surely this must be measured against providing the best service possible to customers. Unfortunately, nothing about this service has been good. I never write a review but this is one I will shout from the mountain top to anyone who will listen. Stay FAR AWAY from Virgin Media unless you are willing to accept the full implications of their terms. Hopefully this review will help you to understand those in simple terms. This should be a ZERO stars review”

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Posted 3 years ago

“need to use 4g because they're so bad”

Helpful Report

Posted 3 years ago

“Shittest customer service you can get. There are acting more like thieves than customer help. Stay away from their offers and discounts !!”

Helpful Report

Posted 3 years ago

“Wifi keep dropping out and this has been happening for 2-3 months. I have accessed all automated help services (online guide, internet chat bot). Phoned their helpline but couldn't get through to a real person just a another bot. I submitted a complaint via the Virgin compliant webpage. I recieved a response which told me to access the online guide and to reset the router (which I had been doing most days for the last couple of months). In the complaint, I asked for an engineer to visit and fix the service but was told in the repsonse that the UK government does not allow home visits by engineers, which I know is incorrect. I replied to this email response stating that the service does not work as advertised and Virgin seem to be refusing to fix it. I did not get a reply. Very frustrated as Virgin seem to be refused to fix my service. The service has been very reliable for the last 6 years but now that it is broken trying to get Virgin to fix this seem impossible. Very poor customer service as I couldn't seem to be able to talk to a "real" person. I have spent several hours of my time trying to contact Virgin and I asked for compensation in the complaint letter but the reponse said that Virgin only provide compensation for "Total loss of service or Missed appointments or Delayed activations". I will be changing my provider.”

Helpful Report

Posted 3 years ago

“Virgin media customer services in the overseas call centres are beyond awful. I was made promises of engineers to come and fix our internet fault 5 days later, with no alternative. I was called a liar because one of the calls I made in the evening (picked up by UK staff) wasn't on their records, so, when I was promised an emergency engineer due to emergency needs for our Internet services, I was then told that was never said to me and there were no records of a call. I was then told my engineers may come the day after they were booked for (thankfully they did arrive and do a good job, albeit an hour later than the cut off period), but they keep promising a service, then saying they didn't, taking days with zero services, and then being told that there was nothing they can do & if I want to leave then its my choice. I know I'm only one customer and not going to make a huge difference in the overall scheme of things, but, it appears as though VM customer services are beyond shocking, and are losing customers by the droves to services that don't offer even half of what VM does - that surely speaks for itself.”

Helpful Report

Posted 3 years ago

“Honestly unbelievably bad. Literally left a hole in my wall during the installation, which created a mould problem. Phoned them and spoke to dozens of customer service reps over a one year period trying to get this sorted. I was constantly promised that they would send someone round to fix it and also compensate me, neither of which ever happened despite my follow ups. When the mould got so bad that I literally had to move out (of a home I'd lived in for nearly 4 years), and I explained this to the customer service rep, she suggested that I recommend virgin to a friend and get £50 credit?!?!?!? Also the wifi constantly cut out and they did nothing to fix this! Shout out to Lauren in the 'I'm moving house' team who was super lovely and competent!”

Helpful Report

Posted 3 years ago

“Reconsider before going with virgin. Their broadband has loads of issues. You will get disconnections very frequently, router is really bad with loads of bags. And every time you call support they will start playing the tape of "please factory reset your router". Pathetic ISP”

Helpful Report

Posted 3 years ago

“Terrible service. Had major issues with broadband, so i raised a complaint. After promising wifi pods would be sent out to sort out the issue , the person on the phone said, does that mean you will not continue with complaint, i said no i wouldn't. Needless to say weeks laer no pods and still very bad wifi. Been on hold nowfor 3 and a half hours..”

Helpful Report

Posted 3 years ago

“Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition. He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor. For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up. I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't. I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage. No call. I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago. No call. I was then **PROMISED** a call back 'by the end of the week, this week. No call. I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly. Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues. I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails. Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.”

Helpful Report

Posted 3 years ago

“When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost. I have to say my experience has been the opposite – overall it has been very poor. Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service. The people who were buying our house went for Virgin so there was no monetary loss to the company. I would have stayed with Virgin at my new address but they do not provide a supply there. So beware of exit fees – especially if you are planning to move! In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal. And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.”

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Posted 3 years ago

“Been having problems with Virgin media for months now (since contract started). The only place I have WIFI signal is just near the router. After months of them doing this and that finally got trough a fellow that said I need WiFI pods and everything will be free of charge. Next thing I receive an increased invoice. When I called again and inform the lady representative (that had a big mouth) and I informed her that I always record everything, she said that I do not have her consent and finished the call. If I want to end my contracted they want to charge me with 240£. This is for services that I am not benefiting from😂, before or after they close my contract. Obviously, I moved forward and made a proper complaint to others to see how can I get rid of Virgin media for the rest of my life. I’ve seen just now, unfortunately, so many negative reviews on the internet. If someone is smarter then me and has a look before choosing, there are better companies then Virgin media, not overpriced and that deliver what they promise. Good luck!”

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Posted 3 years ago

“Virgin media will work (sometimes). When the connection isn't up and down when you're trying to work from home you can potentially get good internet speeds. The main issue is if you want to move home; if Virgin Media do not want to provide services to the home you're moving to, they will charge you hundreds of pounds in "early termination fees". Currently questioning the legality of this. Be aware, awful customer service, and vile business practices. Tell Richard Branson to pay his taxes.”

Helpful Report

Posted 3 years ago

“I have been a long term customer with Virgin Media and recently I renewed my contract on the understanding that I was moving and that they provided the service to my new home. It turns out after telling me they did, they didn't and they had made no note of anything Id mentioned on the account. Naturally I have disputed this and have been chasing to have the call listened to I have been promised call backs by certain points twice and haven't received them after spending a long time on the phone both times. Multiple people have been into my account and despite asking about listening to the call every time they have made no notes on the account. They are trying to charge me an exit fee because they don't supply when they said they did and are doing nothing but covering up what I raise. Seems like its a systematic thing rather than an individual thing as well.”

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Posted 3 years ago

“with virgin media over 10 years they are worst than ever when you speak to them they are all indians cant understand what you are asking my situation is im asked for the sport to be taken off for 2 months yes just 2 months as football has now finshed and im told if they take it off im £30 a month worst off no deduction in my bill but money added on to my bill ? im on the top package with discounts i pay £84 per month now this is not right it,s a scam cancil sports and it go,s up to £94 this makes no sense or logic to me ?”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,320 reviews