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

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“I have been trying to get virgin in my flat and given my entire street has it they can not give me any explanation why they cant wire me up despite their access point being 2 meters in front of our front door.. The women in the sales department was beyond rude saying they do not have money for cables :D i find this beyond annoying and i have been waiting for nearly 1 year for a simple cable i can even run myself and given every building around me has it i do not believe there can be any logical explanation to their refusal to run a simple cable.”

Helpful Report

Posted 2 years ago

“Awful customer service even to try and speak to someone took over an hour it is unacceptable you get passed from one person to the next person to the next person no one can actually deal with your problem you asked to speak to a supervisor you don’t actually get past to supervise you get past another team I’ve never known a CallCenter so bad in my life”

Helpful Report

Posted 2 years ago

“DISGUSTING COMPANY - MISS SOLD TO AN 86 YEAR OLD WHO CALLED TO CANCEL HER CONTRACT DUE TO THE COST OF LIVING CRISIS AND WAS TOLD VIRGIN WOULD DO A BETTER DEAL WHEN IN FACT SHE IS NOW PAYING SO MUCH MORE AND HAS BEEN UNABLE TO SPEAK TO ANYONE DUE TO SUCH POOR CUSTOMER SERVICE AND HAS BEEN REDUCED TO TEARS OVER THE ISSUE. SHAME ON YOU VIRGIN MEDIA”

Helpful Report

Posted 2 years ago

“Honestly, this company has given me mental health problems. I don't know if trustpilot will allow me to write as much as I need to write! I have been with Virgin for a lot of years under three different contracts. I would say around 15 years. Every 4 months they up the price and I have to call to have it lowered. They use this opportunity to get me to add just a couple of pounds a month onto the contract as a lesser evil to the massive price hike. They then do the same at the end of the contract but they almost double the price so that they can add an extra fiver. These conversations are the most stress inducing conversations I have ever encountered with any company, they are horrendous. I have mental health problems almost every time I hear from this company as it is almost always an argument to get my prices lowered. I honestly can't express how horrible this company is, they are manipulative and use dirty tactics to steal from the consumer. I just got off my final call with them and I have terminated my contract (As they wanted to add £10 to my monthly contract and wouldn't budge). I was told by the nice sounding geordie on the other end of the phone that the company has to make profits and that they will always raise the price of your contract. I pointed out the record profits of virgin media and asked why these weren't passed onto the consumer, he said that is just how companies work. I do not want to be part of an organisation that makes record profits and still charge their consumer more money based on the cost of living going up. Surely the cost of living is an issue for us??? The CONSUMER!!!! Worst company ever.”

Helpful Report

Posted 2 years ago

“My advice, stay clear of Virgin Media, Volt and their partnership with o2. I thought I had an 18month contract from my o2 shop for £22.99p + free set up. On the basis of this seemingly good deal I bought a mobile phone from them and a £10 monthly mobile phone contract which has been ok. When the broadband contract appeared on screen it was £25. 99p + £35 set up. That was'nt the worst of it as I started getting demands for £45 per month, paying 2 months up front + £35 set up. I visited the o2 shop to complain and they said that figure was a mistake and they would sort it out. Nothing happened, I phoned Virgin Media and was told that I must pay £45 per month. Over the month of August (2022) it seem that o2 have just sat on the fence over this. The contract I thought I had when I walked into their shop appears to have been a myth. Even paying more at £25.99 would not be so bad but Virgin Media just kept demanding £125,44p for 2 months up front + £35 set up charge. In the end I cancelled the direct debit that was due on 30/9/2022. I've now been offered another deal from Virgin Media for £29 per month with the verbal promise not to charge for the broadband which I've been using for the last 2 - 3 months. But my gut feeling is I do not trust them and just want to get shot of them and am faced £280 + cancellation fee + other charges.”

Helpful Report

Posted 2 years ago

“After paying Virgin media my hard earned money for the past 20 years, when I desperately needed support due to my broadband going down they couldn't have cared less. Despite explaining my hub was clearly broken and that I was in the process of starting a new business from home, they flat out refused to send out a new hub (unless I paid even more to upgrade) and told me I would have to wait a week for an engineer. Unhappy with this, I told them I would find an alternative provider which I did. Despite various phone calls to Virgin and discussions with them via Twitter, they failed to tell me I had to give 30 days cancellation until I called today to tell them I am now with Talk Talk and this is despite not even being in a contract. They basically told me it was my own fault for not being aware of the T&C's and not reading their cancellation policy. So now they intend to charge me for broadband I won't be using for the next month as its been disconnected when I moved to Talk Talk. Had they informed me of this when I first told them I was leaving, I could have cancelled 3 weeks ago. Disgusting company, appalling customer service and clearly have no value for customers. Their customer representatives are insincere and unhelpful which is why I will now be actively discouraging others to choose them. And isn't it interesting that for all their insincere apologies when you complain, they never, ever offer anything other than an option to discuss it further i.e. continue banging your head against a brick wall as they frustrate you further because they really couldn't care less and will give nothing to compensate for their inadequate provision”

Helpful Report

Posted 2 years ago

“I'm very disappointed with the service I have received! This is unbelievable that your people does not listen to clients! I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people :45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me! Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!”

Helpful Report

Posted 2 years ago

“Similar to many other experiences I have read here. Without going into the details (many hours spent!) when my contract came up for renewal they attempted to sell me things I did not want or need; I cancelled by post because I was unable to get hold of someone by phone (you have to write by post to cancel if you cannot get through to someone.). They send me an email with a survey saying sorry you are leaving, so I know they received my cancellation letter. VM set up a new contract for me without my approval and are demanding payment. They are emailing me with threats to my credit rating and that they will contact bailiffs who may come to my house. I have spent hours on emails, live chat and phone, it is vey difficult to get to talk to someone or to get a proper response to any communication. When I do manage to talk to anyone, they will not talk to colleagues to sort this out, or agree to receive emails from me with evidence that I cancelled whilst in credit. I have submitted 4 complaints, the first three they have answered by sending me a standard letter with blanks ("your issue is...blank. our resolution is...blank"). I have written to Ofcom. I am concerned about their policies and processes - should this be investigated? Internet, TV and mobile are essential services these days, I would be very concerned for people who are vulnerable and in receipt of their services. If you are considering taking out a contract, or renewing one, you may wish to consider my experience of receiving threats to credit rating and of having bailiffs at your door.”

Helpful Report

Posted 2 years ago

“Absolute joke of a company. Waiting 10 mins to speak to a foreign person with broken English. Could not understand him . Could here other staff laughing in the background..horrid experience 0-10”

Helpful Report

Posted 2 years ago

“My name is Panagiotis Koutelis and its been 2 weeks that I have informed Virgin media that this Friday 26th of August I will be moving out of my home. The need me to send the equipment of my broadband back to them, in a package they were supposed to send me last Monday. I even called them and they assured me that I will have it on Monday at the latest! It is Wednesday and I still have not received any package so I can send my broadband equipment back. I will literally take every legal action against Virgin Media if they dare to charge me the 40£ for not sending back the equipment. Virgin Media is the MOST unreliable company in the UK.”

Helpful Report

Posted 2 years ago

“Husband joined virgin phone and broadband on 28th of July. Equipment has not turned up and we are being charged for it. Tried on several occasions to contact them thinkwe got more chance of the pope knocking on our door Terrible company”

Helpful Report

Posted 2 years ago

“These are the worse company I have ever had to deal with . The signal is awful. I gave 30 days notice which they accepted then continued to demand the monthly fee each month of 100:00 after disconnecting. They will not realise my refund . Don’t use this awful company!!!!!”

Helpful Report

Posted 2 years ago

“My grandad is a disabled 82 Yr old that has parkinsons. My mum deals with his account as they have been informed of his disability. They have been very difficult when dealing with his account. We have had to call many times regarding things being added to his account by mistake and when we phone them to correct it they are refusing to and will charge him £185 for 3 channels he isn't even using but they won't cancel it.. which is disgusting. We have told them anything added through the remote shouldn't be added to the account and canceled straight away as he doesn't know what he is doing when it comes to the remote. My mum said she would call them if any additional stuff needs or wants to be added. Virgin media are disgusting with how they treat their disabled customers.”

Helpful Report

Posted 2 years ago

“No signal for 8 days now. Reported fault on 1st day. Cable cut by council workers. Engineer came out 3 days later to confirm no signal. Then on same day an engineer stood where council had been working to remove a tree for 20 minutes and left. I phoned Virgin that evening to find out what’s happening and decided while I was on the phone to Retentions to up grade and get a better deal which saved me £62 a month. The person I was speaking to said the engineer would be out 3 days later. I received a hub 4, engineer turns up and says there is no signal. I said have you not come to fix the line then? He says no. He makes a few calls and emails and informs me it will be repaired the following day because we are priority as all 3 services are down. So on that day I called Virgin to confirm and they say they have no records and that it will be done in 3 weeks. Not acceptable, I’m off to another supplier if it ain’t sorted by the end of the day.”

Helpful Report

Posted 2 years ago

“Virgin make it so difficult to cancel your broadband. I have spoken to multiple members of staff and have been called a liar and keep getting forwarded to different people who do not help solve my problem. Awful company which deliver poor customer service.”

Helpful Report

Posted 2 years ago

“The worst service possible! Stay away from virgin, I have never been so disappointed as soon as my contracts up I can run quick enough back to sky!! Internet connection never cuts out with sky and the box never has any problems! Glad the days when I don’t have to keep pressing that virgin button when half way through watching something because the internet is down! Not only has this happened frequently through my current contract with virgin it happened a few years before… guess what with virgin. In between this I was with sky and not a problem, not once.”

Helpful Report

Posted 2 years ago

“I reselected my package with Virgin Media and they were excellent and professional”

Helpful Report

Posted 2 years ago

“Terrible costumer service if you want to cancel your contact!! They’ll make you wait ages!! Don’t sign anything with them because it’s impossible to stop any contact.”

Helpful Report

Posted 2 years ago

“Very poor quality service”

Virgin Media 1 star review on 15th August 2022

Helpful Report

Posted 2 years ago

“If you would like a poor service and forever increasing prices then subscribe to VM. I was with them for over 13 years but recently escaped. My new broadband provider is less than half the price of VM, reliable and much faster. Stay clear of this company and look elsewhere, you've been warned!”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,320 reviews