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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“Worst internet provider I've ever had. Slow internet or no connection at all. Every single day. Can't wait to change them.”

Helpful Report

Posted 7 years ago

“I have a subscription for virgin media corporate-so it should be the best you can get but frankly it's like Internet from the third world. Every day it goes down and if you want to call up you have to wait half an hour to get through to somebody who just says they will send somebody who may or may not arrive. When the engineer does arrive they inevitably do not manage to fix the problem. Annoyed.”

Helpful Report

Posted 7 years ago

“Nightmare first day experience. Pre installation team hooked up fibre cables without consent before installation date and wired the WRONG side of the house - tv wires clearly visible on other side of house if they had cared to do a proper examination of the property. On day of installation, was told cabling would have to be pinned around the house - said no as it would make the front of the property look ugly and that I would rather the cabling be repositioned before the install. Engineer called Manager and was told that cabling guys would come and sort it out that morning and I should go ahead with install (now 8:30am). Waited all day - didn't come and now I have an electrical trip hazard outside the house until MONDAY. Waited in all day, lost earnings, stressed and upset. Calling different depts. all day. Apart from Lorna at the end, customer service beyond justification. Totally regret leaving and miss SKY :( mistake to leave - wish I would have just paid the extra fiver a month and saved myself the stress of giving Virgin a chance. Thinking of cancelling and asking SKY to take me back. To Customer Relations Manager, Sean. D. (Sheffield): I hope not making that extra call to the install team was worth the negative reviews, poor ratings I've left on various review sites and your social media, the £45 credit I got and my likely cancellation and return to SKY.”

Helpful Report

Posted 7 years ago

“So, they offer 50 Mbps. Well that's usually only if: You're in a town or city. You're near a busy area. Your area has cables underneath for Virgin Media. If you're one of the few people who all of these apply to, you may end up offered it. My tip is say No. My experience with VM is horrible. Every few weeks I've run into an issue and we have to go through 'customer service'... or talking to a random person who is from some distant country with no experience with Internet issues, probably with a piece of paper with FAQ's and answers next to them. I'm sorry, fibre is a decent idea, BUT it's not exactly reliable and needs redevelopment.”

Helpful Report

Posted 7 years ago

“One of the worst service providers I've ever dealt with. In the three years I've been with them, they've raised the broadband prices with clockwork regularity every year. They will charge you if you want to receive paper letters or statements. If you forget to save your online statements from your account, they will ask for £3.50 for each statement to be printed and sent to you - they will refuse to e-mail them to you. If you have any problems you will spend at least half an hour on hold on the phone. If you try to cancel they will try everything to make you stay with them - it took me 40 minutes before I managed to get them to cancel my account. I cancelled because I was moving, and they demanded I give them my new address, because they want me to send them the router two weeks after the cancellation day - so I can't even escape from them from a new address! The Internet itself is very spotty, and any claims that they have great Internet with fiber optics - lies. Do not pay anything to this company, they will milk you dry then laugh in your face.”

Helpful Report

Posted 7 years ago

“What didn't go wrong? Been paying £75 a month to them for 2 years and the internet and telly goes down for 2 weeks. They didn't refund me for the 2 weeks but tried to keep me on as a customer instead. The call centre (bless them) are completely scripted and only interested in up-selling. some of the great advice I got for my internet being down (2 weeks) was to restart my hub and reconnect to it. Thankfully my contract had ended with them anyways. Happy days! Let's put this horrible mess of a company behind us...Oh hang on I'm still paying them for 2 weeks as THEY need a months notice for cancellations.. fml.”

Helpful Report

Posted 7 years ago

“Terrible company with a terrible service. The broadband was not as fast or as reliable as BT. Their TV service was appalling; their Tivo box was painfully slow to use, especially catch up and on demand services. They took many minutes to load. Due to a house move I cancelled my service believing that my original contract was for a period of 12 months. It was actually for 18 months, however, simply because I had upgraded and added a new TV service I had unknowingly entered into a new 12 month contract and still had 5 months left to go. Having accepted that I was in a contract, I asked to pay for the £206 cancellation charges over the rest of the term of my original contract. This was refused and they have stated that unless it is paid in full, I will be sent debt collection letters and will have my credit rating affected. They simply refuse to come to any arrangement with me regarding the payment demanding the lump sum in full. I have spoken to them 5 times and also sent a letter of complaint (at the time of writing this review that was 12 days ago and still not had the acknowledgement despite their own complaints procedure stating they would acknowledge within 48 hours). I always thought Virgin, and Richard Branson were a great company and businessman respectively. This is clearly not the case. They are immovable and unhelpful. I was even told "as you are no longer a customer we will not help you". I am truly angered and frustrated by the lack of assistance or inability to reach agreement.”

Helpful Report

Posted 7 years ago

“Virgin Media can screw anything up. Their customer team is bewildering incompetent. They'll promise you price deals and then go-back on them within months, they'll promise you free deals and charge you for them. You can email them to complain, but good luck getting a reply. Asking them for help comes with it's own risks. I asked them to send me a new sim card and they got the address wrong - twice! Even now, months after I disconnected, I'm still having problems with them. They're trying to charge me a fee they'd already promised they weren't going to charge me. Your life will be better if you avoid Virgin Media.”

Helpful Report

Posted 7 years ago

“My experience for customer service with virgin media is worst. I have been with them since 5 years. i have never called them since then as i never had any issue and i can resolve smaller things myself. Since couple of weeks my router is playing funny. I have reset it few times. I have also done it while virgin is on phone. After all, router is still faulty. Internet is keep coming and going for few seconds. its happening since three weeks including my five times calls to virgin. all the time, new stories, we have sent strong signals etc and it will not happen again. I have requested to change the router as i havent asked for anything since five years and just paying money. Now, as its faulty i have asked to change it. They were keep transfering my phone and believe me i was on call for 1 and half hour. I have recorded the call as well. They were infact more in selling me extra services instead of sorting this stuff out. Frustrated like anything. Dont just go with VIRGIN....they are cheaters.”

Helpful Report

Posted 7 years ago

“After waiting9 months of all the shit from you guys nothing has happened lost more than 200 pounds when we moved houses with virign and more by waiting for these past months. Thought to be a loyal customer but forced me to be the opposite. Please dont do this to anyone else. If your CEO is reading this please dont stay quiet, please take an action against these useless employeess. Treat your customers with a little repect, which we treat you with.”

Helpful Report

Posted 7 years ago

“Rotten service and bill keeps going up. They just credit my account with silly amounts for "lost service". Never mind the inconvenience caused such as having to pay fuel to meet people that I would rather deal with over Internet.”

Helpful Report

Posted 7 years ago

“Phone line not working for the 2nd time in 3 weeks. Both times had to wait many days for the engineer to come! Today (Thursday) I rang the tech department and I was told the earliest I can expect a technician is next Wednesday! I work from home and this is totally unacceptable. They need to hire more engineers. Simple! Will try to finish contract early as they are not providing me with the service I pay for!”

Helpful Report

Posted 7 years ago

“Everyone at Virgin - customer services, sales people, installers - all make promises that they don't keep. They talk as though you're going to get this and that, and we'll do this and that, and it doesn't come to fruition. You have to mither and mither and mither them until you maybe get what you were promised, or a tiny discount that doesn't even come close to being worth it. The broadband speed is good, but still not as good as is promised. The TIVO box that comes with the TV package is so outdated it is frustrating to use - so, so slow - and yet they continue to want extra money for the box that will do the job that the TIVO should be doing. As soon as the contract is up, I'll be cancelling.”

Helpful Report

Posted 7 years ago

“I wanted to change the name on my account. Instead they closed my account "by accident". Told me that I would have to wait 48 hours for my internet to be reinstated. After complaining they said 24 hours. Then it was back to 48 hours after a member of staff lied to me. I have now had my services reinstated and now they have suspended my account and trying to charge me the full amount of my contact! Literally, this is the worse company known to man and they should be boycotted out of britain and replaced with another company with promising prospects.”

Helpful Report

Posted 7 years ago

“Have been with VM for 15+ years. Recently changed our package to a lower monthly figure yet when we get our bill it is £5 higher than the confirmation e-mail confirming change of package. Have phoned twice and each time have been told that there is NO record of a Change of Package e-mail being sent out. They won't honour my new lesser package total and won't give me a contact e-mail say I have to send a letter to them by snail mail. You would think a media company would have an e-mail address or are they getting so many complaints to many to handle. I am now contacting Financial Services Ombudsman for help to get this sorted. I know it is only £5 a month difference but for 18 months is £90 more than agreed.”

Helpful Report

Posted 7 years ago

“I decided to switch to another package, called them and discussed the charges for "early contract termination". In an hour received the official receipt with different amount (around £23 above). Called them again, asked why. They agreed that it was their mistake and that they will sort it out. I asked to correct and resend the bill. They refused, saying "we don't send revised bills". I asked to send another confirmation that I will not be charged more than initially agreed. They refused. I asked the operator to connect me to her manager - the manager refused to talk to me, "putting me on list to call back within 48 working hours" (which is at least 6 working days). What do I have at the end? The incorrect bill from VM and no evidence that I will not be charged more. I tried to make a complaint - they refused! I cannot believe that in UK there is still the company with such ugly level of customer service.”

Helpful Report

Posted 7 years ago

“Fast broadband but utterly abysmal service. I was sold a full package but VM are unable to provide a landline at my address so I lost my landline number of 12 years standing. Customer advisors pass you round like a parcel at a kids party (5 times on my call today) and don't read the notes on the system so you get asked the same questions over and over again. I thought Sky were bad til I dealt with this shower. I will not & never again be renewing with VM. Was told today they have no complaints department! I said OfCom had told me to make an official complaint so was then told there was a complaint administration department but they didn't talk to customers!! Beyond belief”

Helpful Report

Posted 7 years ago

“One star is still too generous. Sold the tv broadband telephone package in my opinion as false advertising. We were not told there was no phone line available and virgin were unable to confirm when one would be. As we have an elderly parent and work from home the phone line is essential to us. How can you be charged for a phone line within a package when not installed!!! Will certainly not recommend this company to anyone I know as lack of customer service appalling.”

Helpful Report

Posted 7 years ago

“New cust and already having issues, Day1 and box dosent work and wifi signal is so weak my old plusnet that was faulty puts it to shame, the installer told me its the best hub on the market and it will reach to the bottom of my garden, yeah right wont even reach into the next room. tv keeps freezing internet keeps lagging and engineer left a mess after install outside. I moved to virgin as open reach refuse to fix the damaged cable to my house. I was better off before as virgin is terrible. Why can I get other peoples virgin wifi in my house with 3 bars and cant even get my own wifi to go above 2 bars. What a joke!!!! If they don't fix it looks like Ofcom will be getting a call. UPDATE Well 4 days went by and still no call even after someone emailed the manager. Now someone turned up. He says he was a supervisor. I wasn't born yesterday. He was an engineer. I started explaining and his manager called. He answered and just started to talk to him a d ignored me. Very rude. Anyway the promises of a manager still have not happened. Also custiner services said they would call me back to make sure the manager called me. What a surprise they never did. I Left the brick under my window that the engineer wedged was missing. Funny that I left that they're and took a photo. Now the so called supervisor said well it's not there anymore. He didn't believe me. It looks like he removed it before he knocked the door as it was there earlier in the day. I will now be contacting ofcom. Mr Branson you should be ashamed of having people like this working for you. What a complete joke and I've only been a customer 1 week.cgarb”

Helpful Report

Posted 7 years ago

“We are having problems with Virgin Media internet speed and connections for weeks. We upgraded our contract to the best available and thus has not changed anything.The internet is on and off at any time! We are very disappointed to hear all the same excuses and no improvement. After so many faults, repairs, system upgrades I do not know what to believe in? We are experiencing lots of inconvenience and no one can tell us what is going on and when,if ever, the faults will be fixed??”

Helpful Report

Posted 7 years ago

Virgin Media is rated 1.2 based on 2,320 reviews