Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,319 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,319 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

“Been without services (tv, broadband and phone) for 5 weeks now. The contempt they treat there customers with is unbelievable. Would tell you a engineer is booked, no one would turn up and then you would get a text message the FOLLOWING day to say they had to reschedule. Been on the phone several times but never able to speak to a supervisor. Was promised a call back but surprise, surprise none. Honestly don't waste your money with this company. Shockingly poor service, just been told that my repair has been rescheduled for another month from now, the excuse for the repair going to take another month is because it's a two man job.”

Helpful Report

Posted 10 months ago

“Terrible customer service. Virgin Media are the worst company I have ever dealt with to leave. At the end of my contract how hard can it be to leave such a big company. Trust me nearly impossible. After 2 attempts on the phone on January 2nd I get the phone put downon me. So then I log on start the chat by text. My message was 'I would like to leave don't offer me a deal' but after 1 hour of getting messed around feeling like it was impossible to leave I agree to stay for £45 a month. Anyway a month later my bill arrives and it's nearly £200 I am fuming at this point. So again I ring the to cancel. The exact same thing happens as the first time. Twice after waiting around 30 minutes the phone gets rudely put down on me. At this point I am logged in again and chatting by text and also called for the 3rd time. The matter eventually got resolved but 2 hours of my time was wasted and I had to pay the nearly £200 bill and according to the cancellation person my final bill is £270 or something. I feel like I have been robbed by a company in the past I have had mortgages with , bank loans and still have a credit card with but trust me not for long. Its a company not to be trusted in.”

Helpful Report

Posted 10 months ago

“I received a renewal invite to renew at same cost of £45 per month with an 18 month contract, however when reviewing the contract it appears they had drastically cut my services to get the £45 per month, very sneaky! I went onto an online chat who confirmed my renewal would in fact be £166.25 per month and after a very long conversation I was advised I was currently paying £92.32 (not true), it was then reduced to £76.75 and after more conversations via online chat and telephone calls reduced to approx £56. I have decided to cancel with Virgin Media due to these stupid conversations every time the contract is up for renewal. At the end I gave them their 30 day notice however I was then advised I would have to pay a termination fee but it would get refunded approx. 45 days later, there is no way I will be paying a termination fee and waiting for a refund, direct debit has been cancelled. I have no idea why my monthly fee was being increased by almost 370% (from £45 to £166.25 per month) especially during this dreadful era where people are struggling. I think we need to highlight the measures they are going to get more money out of loyal customers (I have been a customer for almost 30 years). New customers get treated better with much better deals. Shame on Virgin!! I will be very glad not to have these unnecessary conversations every year and be treated the way ALL customers should with another provider. My advice would be to stay clear of Virgin Media as they are clearly out to rip existing customer off!! I will be writing this review on as many review sites as I can to alert as many people as I can!”

Helpful Report

Posted 10 months ago

“Cap...wifi drops out all the time. An no one answers the phone.”

Helpful Report

Posted 10 months ago

“They are the worst in every way you name it they are the worst ZERO rating”

Helpful Report

Posted 10 months ago

“Never known anything like it in my life😡😡,signed up to virgin media on the 15th of Dec.. still not got virgin to this date 9th February been rescheduled 4 time due to work being needed to be done, then for then a outside company to come today dig all my plants up (I asked them if they was digging they said no) for them to just go, I thought great must be sorted (didn't realise the mess my garden was left in till leaving the house) then get a phone call saying my date has yet moved again, now my garden is left in a s**** hole and still no virgin media. Trying to call and speak to someone is on another s*** show level, you are put on hold for 30mins then they just hang up, you can never understand a word they are saying to you ask to speak to someone else again put phone down. And while writing this review I have just had another change of dates, two change of dates in one day😡😡😡😡😡😡😡😡😡 and don't bother commenting saying oh chat with us because I have tried that and I might aswell bang my head on the wall....... F****** useless honesty don't know how you get away treating your customers like this JOKE”

Helpful Report

Posted 10 months ago

“Very very poor service. Keeps changing installation dates by several weeks and when you try to cancel the installations make the process a nightmare to do so!”

Helpful Report

Posted 10 months ago

“Never ever again. I have had so many issues just with the installation of virgin Media I have now cancelled the whole lot and going back to my previous provider, with a higher monthly cost and slower broadband speed. On 3 separate days Virgin have failed to attend and install my services with no contact from the company and leaving me to resolve through the horrendous outsourced call centre. As a self employed person this has cost me hundreds in lost income. Their call centre is truly horrendous, I've never spoken to people with such a lack of basic understanding of English both verbal and written. I have constantly been misinformed and given wrong information relating to my installation. Honestly a truly terrible experience and will be actively warning people to stay clear of Virgin from now on. Do not touch this company”

Helpful Report

Posted 10 months ago

“Trying to get customer service to fix a problem with my V6 boxes is like trying to pee against a wind!!! They just read off a script and do nothing about sending an engineer to fix the issue”

Helpful Report

Posted 10 months ago

“Purpose built connection to our address. Strong network that does not disappoint.”

Helpful Report

Posted 10 months ago

“AVOID THIS COMPANY AT ALL COSTS. I cancelled my contract with Virgin Media which they were not happy about. I cancelled it in time before the expiry date. They AGRESSIVELY called me to sign up to a new contract - calling me 3/4 times a day. Eventually i said to send me a proposal and i will have a look. I under no uncertain terms did not agree to ANY NEW contract. They are now chasing me and threatening me with debt collector agencies for an unpaid £251.24. They are aggressive and i have explained this to them over 4 times over the telephone. Never ever use this company - they are aggressive and do not have a grasp of simple contract law- they intimidate and chase people into paying monies THEY ARE NOT ENTITLED TO.”

Helpful Report

Posted 10 months ago

“Slow internet and awful customer service.”

Helpful Report

Posted 10 months ago

“If you can avoid anything, avoid virgin media customer service, one of the worst ever customer service I have ever met in life. Very poor and unprofessional. Please avoid virgin media, don't get fooled. Bad ustomer service.”

Helpful Report

Posted 10 months ago

“Just to warn all future consumers that virgin money is appalling. The service level and support is so poor. We sold shares and it has taken 12 days to get a response and they still have not released the funds from our share sale that was completed on day one. Don't trade with them is my advice.”

Helpful Report

Posted 10 months ago

“I left Virgin Media in October 2023 poor customer service i Full Fibre 500 poor wifi they wanted £9 a month to boost my wifi i have a broken box on the outside of the house for over 2 years when i was negotiating a new contract they wanted £26 to fix the box thats why i left went to Zen Internet i got Full Fibre 900 it was cheaper than i was paying Virgin Media for Full Fibre 500 no hidden extras no inflation rises.”

Helpful Report

Posted 10 months ago

“I wish I could have given them minus stars.. Worst customer service I've ever had in my life (they may talk talk look good). Avoid these at all cost.. pay a bit extra as if you can and you won't regret it. It took me over 8 hours to cancel my service with these as they kept putting the phone down. DO NOT USE THESE AT ALL”

Helpful Report

Posted 11 months ago

“This company is not worth even a single star!! I'm appalled that they haven't still shut down inspite of providing such a pathetic customer service and horrible reviews!! My wife has been with virgin media for over 13 years. This weekend wifi went down, initilally thought it was some weekend disruption. When my wife called virgin since account is in her name, they said connection has been cut because there's a credit of £500 in excess for land line charges which we never use!! We never used the land line and has been dead for years. We've set up for direct debit and even if there's a due they could have taken the money from bank. There was no mail, letter regarding dues and abruptly disconnected!! I've not seen such a ruthless provider with such pathetic service. We both work from home and left with no wifi and no access to work. Wife has been making several calls since the weekend trying to prove that landline has been dead for a long period of time and not been in use, but the customer service is so horrble they keep transferring calls and end up in circles with no resolution. I want to apply for a new connection with another provider. But virgin media says we are on a 18 month contract until July 24. We've been with virgin media for 13 years and when asked if it's not a rolling month contract, we were told because we made some changes to the package our contract has been set up again!! I don't know how such a company can exist in today's day and age!! Whoever is looking for a new connection please stay away. There are better providers who offer much faster broadband connection and moreover better customer support”

Helpful Report

Posted 11 months ago

“I have recently moved from Virgin Media because as a loyal customer they always want to charge far more than they would a new customer! I find this offensive and it shows they don`t value my custom. That would have been an end of it but it seems the advisor didn`t put the transfer through correctly so they have wanted to generate a final bill for an extra month at the non discounted rate! Should have been one phone call to sort out. I have wasted over 4 hours on 6 phone calls trying to get it sorted and each time they keep starting by trying to blame me!!! And to add insult to injury they have wanted to charge me an additional £7.00 for the phone calls to them that went over an hour!!! I hope I have finally got it sorted out! But good riddance. The broadband was ok but save yourself the pain and go elsewhere because the customer service sucks!!!!!”

Helpful Report

Posted 11 months ago

“The single worst customer service and one of the most distressing moments signing up with this company. I work from home and have a disability. Now thanks to the constant lies told by virgin media staff I have no internet access for 14 days. I signed up with Virgin on 12th December 2023 as they promised I could go from 51Mbps with my current provider to 1Gbps via the new Virgin Fiber Cables installed on my road. I was told to give my current provider 30 days’ notice of leaving by the salesperson. I agreed a price per month I was happy paying as it was only £8 per month more than I was paying with my current provider. The salesperson told me an engineer would be visiting on 18th December to install my router – This was cancelled the day before and pushed back to 6th January 2024. My 6th January engineer visit was cancelled at 9pm on 4th January. When I called customer service the department for installation queries closed at 8pm. I was emailed on 6th saying my new installation date was 16th January. I rang my current provider who thankfully gave me an extension until 17th. The 16th January engineer visit was cancelled on 14th at 10.30pm saying it had been pushed back until 30th January. Again, I had to ring my current provider who said they would only extend this one more time until 31st January as they have ended my contract. If I wanted to stay with them longer, I would need to sign a 1-year contract. An engineer finally arrived at my property on 30th January but could not install my router as the wrong cables had been installed at my property by virgins’ engineers. This was at 10.37am on 30th. The engineer left saying there was nothing he could do, and I had to call customer service. I called customer service at 11.06am, I was on hold for 82 minutes and then that person said they could not help me. I then got put through to 2 other people, the last one told me (at 2.16pm) that my installation date would be now 1st March 2024. When I said I was losing my internet access they said its not Virgins problem and I needed to call my current provider. I called my current provider who said it was too late to cancel, Openreach had already closed the line and that I would lose internet access at midnight. I rang back Virgin at 4.48pm, I was on hold with this call until 8.11pm. I explained the situation and that I work from home and got told that its my fault for cancelling my existing provider. I was on hold with this call until 8.11pm. It is now the 31st January and I have no internet which I use for home working. Openreach cannot reactivate my address for 14 days and Virgin will not be installing my property until 1st March (or so they say.) The situation Virgin have put me in is disgusting.”

Helpful Report

Posted 11 months ago

“I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect. The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer. The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed. Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract. I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer. I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.”

Virgin Media 1 star review on 31st January 2024

Helpful Report

Posted 11 months ago

Virgin Media is rated 1.2 based on 2,319 reviews