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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“STAY AWAY they rob you cant get hold of them. They dont care for there customers. Honestly worst service ever had to deal with.”

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Posted 5 years ago

“Terrible customer service, they told me my bill was due on the 17/11 only to cut off my services 10 days before the bill due date and wouldn’t turn it back on unless I paid before the date they had given me. No help or understanding from them as to why. Avoid.”

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Posted 5 years ago

“Easy and quick to make setup. Speedy connection since!”

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Posted 5 years ago

“I closed my account when i moved house and paid the closing balance in full over the phone at their request and then they took the payment again by direct debit. Now they won't refund me.”

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Posted 5 years ago

“I closed my account when I moved home. I paid the closing balance over the phone at their request and they also took the same payment by direct debit. Now they will not refund me.”

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Posted 5 years ago

“COMPLETE NIGHTMARE. VERY BAD BROADBAND SIGNAL. WASTED 3 DAYS OF MY LIFE TALKING TO INDIAN STAFF I COULD HARDLY UNDERSTAND WHO HAD ME MONITORING VIRGIN NETWORK FOR 3 DAYS. RUNNING UP AND DOWN STAIRS CHECKING MY TV, ROUTER AND DESKTOP AND CHEEKLY ASKING WHAT THE DELAY WAS ANSWERING THEM.ON THE 4TH DAY THEY SENT A TECHNICIAN WHO CURED IT FOR A FEW HOURS ONLY.BACK ON THE PHONE TO INDIA AND EVEN MORE WAITING AND THEN REBOOTING.I HAVE CONTACTED THEM 2 TIMES TO COMPLAIN AND I AM STILL WAITING FOR CONTACT 15 DAYS ON. IT IS NO WONDER RICHARD BRANSON HAS NOTHING TO DO WITH THEM.”

Helpful Report

Posted 5 years ago

“The broadband is okay, but they reneged on the deal I agreed, called me a liar about it and ended by saying we have you trapped in a contract and will screw you over if you try to break it. Best avoided.”

Helpful Report

Posted 5 years ago

“Mobile coverage terrible, customer service terrible, always increasing your bill and offering better deals to new customers”

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Posted 5 years ago

“Worse customer service ever. Absolute atrocious behaviour and attitude towards customers. I recently upgraded to a new virgin media plan and with it came a new sim. My iPhone was not supported with the new sim because apparently the old sim was a rebranded EE sim and had locked the iPhone to the network. I rang virgin media and they confirmed it and said it’d take 48 hours to unlock by the tech team. Few days later no text or email about it, I ring back and go through the whole process again and they say they’ll email me the code now to unlock the iPhone in 5 days. 5 days go by and nothing, ring back yet again and explain the situation again and this time it’s a blatant ‘No’, ‘not possible to unlock iPhone’ idiot hangs up before I have a chance to say anything back, I call straight back, explain what just happened, that the guy basically lied to me and hung-up. I have to explain the rebrand situation again too. She says it’ll take 5 days for it to unlock. At this point I’m like that’s fine, long as if it actually works. Nothing happens after 5 days. I ring Apple and apparently they’re even more clueless. They say an unlocked iPhone never locks to a network which is clearly wrong. I try to get them to explain to me how it was able to use a rebranded EE sim if was sold locked to me like they say. Clearly it was sold unlocked then locked to the network. They say yet again, unlocked iPhones never lock to a network. I try to clarify that maybe the new models don’t because mine definitely has. They advise I restore the iPhone which will delete all my data but might fix it...yeah right I’m doing that when you clearly don’t know what you’re talking about. So back to good old virgin media. I ring back yet again and explain the situation yet again, the guy says they don’t unlock iPhone, which is clearly a lie since they’re my carrier and Apple tech said only the network I’m with can unlock them. He’s adamant they don’t even tho the process has apparently already gone through twice. I tell him to ask the tech team to ring EE to unlock it as they clearly sold me a rebranded EE sim and locked my phone. He goes quiet and puts me on a endless waiting queue. I ring back straight away and this time I get someone with the only brain cells in that Indian call centre. She confirms everything I said was true and it’s a common problem when moving customers to the new virgin media sim. She says the tech team replied back with ‘it’s already unlocked’ and they said EE also said ‘its unlocked’. So someone’s clearly lying here. She says she’ll contact the tech team to provide more of an update on the situation but she’ll ring me on Monday now because it’s the weekend.. I get no call back, finally ring EE directly on Wednesday and they confirm that the iPhone is indeed locked to the EE network. The tech guy says they straight up lied to me. So I was right! Virgin media and Apple tech support were both wrong! iPhone do lock to a network and it was a rebranded EE sim! He says he has put the process through and after 48 hours the new sim finally works with my iPhone. What should have been a simple up to 48 hours fix took over 3 weeks and it still didn’t resolve. I had to check forums online for the answer and even then Apple and virgin media were saying I was wrong. Virgin media’s call centre is just a bunch of clueless Indians and apples is a bunch self-centred narcissists. They can’t clearly be wrong so they don’t acknowledge anything you say. I’m sure they both will get better tho, or is that the battered wife syndrome at work...”

Helpful Report

Posted 5 years ago

“Called for disconnection of broadband on 18th May having switched to a different provider. Virgin Media sent me a bill for what I thought was the final bill, until another bill for the same amount came through in October. This was when I knew something was wrong, so I called Virgin Media only to find out 1) they have not disconnected my broadband, 2) they have no recollection of the 18th May, and 3) asking me for payment still! I raised a complaint asking why this was the case but all I get is their staff chasing me for payment! I’ve called numerous times to follow up with my complaint I raised online but they weren’t interested in listening to me, nor have the knowledge, nor put me through to the correct people as they allegedly they were the right people and there’s nobody else that could help. They asked for money during every phone call and offered what they called a £10 “discount” if I paid on the spot and even better, I still am blamed throughout the call for not calling to disconnect! They’ve stolen well over £200 from me for overpayments for 4 months! Now I’ve also become a victim, I would advise everyone to avoid Virgin Media like the plague; worst customer service ever, zero courtesy, reflects in their reviews all over the internet!”

Helpful Report

Posted 5 years ago

“Don’t waste your time and money for Virgin Media. Their customer service is rubbish. They don’t care about their customers at all. I spent 6hours on the phone with them during the last few days and they can’t resolve my issue. I spoke with every single department and everyone said something different. Not helpful at all. The manager is not available. Never. I guess there is no manager at all thats why they have that mess. Virgin Media customer service is a joke. Worst experience ever. Stay away from them.”

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Posted 5 years ago

“Awful company been on the phone to them today and wont allow me to make my payment and wont allow me to pay it bad customer service. Rude disrespectful put me through to 3 adivsers and still wouldnt take payment disgusting company”

Helpful Report

Posted 5 years ago

“DO NOT USE VIRGIN MEDIA! Awful company, no customer service, have given me so many headaches and problems for the last 5 months, I cant list all of their failings as my phone battery will die... They are absolutely shocking”

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Posted 5 years ago

“Pathetic company that promised me a free TV and won't deliver it despite me having paid the bill, and having no TV. Don't trust their marketing offers.”

Helpful Report

Posted 5 years ago

“Promising promises at the beginning when you sign a contract. Then everything goes wrong. Since the first week of my 12 months contract, I had an issue with the broadband. I was making written complains and had to call them for the first 2 months. The broadband was unstable, cutting me off the internet constantly. Some evenings, when you come back after work back home, you could not use the internet as there was an issue with the signal (Virgin has admitted it). And that lasts for weeks. I never received compensation for that ether can't use internet for days but they charged me for the full amount even thou I ask for the partial refund). After few first months of beeing with Virgin and having an issue with the signal, they don't even bother to send the engineer to check my connection, to check the router or whatsover to solve this. After 2 months of everyday complains by me, they send me an email explaining that there is nothing wrong with the internet and that I have a right to seek an advice by the independent company. So I decided to just wait for the end of my 12 months contract and look for another broadband provider. The instructions on how to end the contract are not clear on the Virgin website. It says that if you have a 12 months contract, you don't need to do anything, just give them a call at the end of your contract. But when I called them, they say that I need to give them 30 days' notice. Which wasn't advertised. They suggest me to read the fine print. More issues raises with my last bill. When I gave them a 30 days notice, I received the bill for the full month (because I was late with my notice, the amount should be for 21 days, not for 31 days of that month). So I called them again. I've spoken with the customer service, and the agent agrees with me and she promised to me that the final amount will be recalculated and sent to me. Which I never received. Just before the disconnection of the services, I have received the same bill again (of £44.50) plus the bill stated that my next bill is on the way for the amount of £96. Now that is ridiculous. I called them again... the agent this time ensures me that this is a mistake and that they will correct the bill and will send me the next day. The very next day I have received a bill for £96 instead of £30 (because £44.50 was for a full month from 1st till 31st. I used services from 1st till 21st, the amount should be ~£30. That what agent agrees and ensure me). So instead of £30 once again I received the bill for the amount of £96. THAT IS TRIPLED! And that is after the correction?! I am still fighting for my rights at the moment! My suggestion - avoid Virgin media by any means, there are better broadband providers than this. The customer service is pathetic. The broadband is pathetic as well. Been using many different providers and Virgin is one of the worst ever!! If you in a similar situation - don't be afraid to fight for your rights! You can ask for professional help at resolver.co.uk Do not trust empty promises before you sign a contract. You will be hooked and will never receive a services that you were hoping for, the customer service is careless. Always trying to overcharge you by any means. Do you know that last year Virgin media raised £2.8 million just for overcharging their customers? Think about it! AVOID BY ANY MEANS - you have been warned.”

Helpful Report

Posted 5 years ago

“I have recently returned my s10+ due to a screen freeze issue. They have tried to accuse me of physical damage saying there is a cracked screen. The phone was returned in prestine condition, the staff are rude, unhelpful, dishonest and are clearly trained on one way scripted text. Absolutely appalling service. Wish I'd never swapped to them”

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Posted 5 years ago

“Extremely poor. Had it for 6 weeks. It worked for 3 days in total. It took 1.5 - 2.0 hours to get through to speak to them and in the end they didn't sort out the problem. Now trying to get my money back.”

Helpful Report

Posted 5 years ago

“I've been a Virgin customer for 6 months. In that time I have had the service I have paid for for maybe 3 days. I have tried to sort this out with the telephone service which takes on average 45 minutes to speak to anyone. They told me that the problem was due to a fault with the modem they had supplied and would send out an engineer to deal with it. I took time off work for 3 afternoons to let the engineer in and nobody ever turned up. Virgin broadband is a very unfunny joke - DO NOT DO IT.”

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Posted 5 years ago

“constant price increases - terrible customer service. I paid for 100mbps service. For over a year i was lucky to get 30mbps (I live in London). I had to chase and chase to get any kind of discount - which was derisory when it came. It turns out there was a fault in my area. They didn't tell their new customers about this fault, preferring to wait and see who complained. when I eventually left, they erroneously charged me another full month (£44.50 for broadband only) and then are refusing to refund the full amount for the time the broadband has been turned off. Virgin used to be a great brand, but has been eroded over the years. Now it is over priced and under serviced. I've recently changed to Sky and everything is fine so far.”

Helpful Report

Posted 5 years ago

“Over for 3 years with Virgin media I never had any problems, internet speed was ok. Apart customer service nightmare ridiculous. When you signed a new contract they are very helpful,everything smooth and easy. But after when i decide to cancel contact after 3 years I felt like in the court, they were asking so many questions more likely personal questions which I don't have to tell at all what I'm going to do in the next 6-12 months, this is my personal things and you never know what's gonna happen tomorrow even. It took me more than two hours to cancel contact, I been transferred to many times to a different departments and been talking with 6-7 different people, also they disconnect me 3 times, first telling me can you wait I will put you on the hold and after 2-3 minutes you hear Lovely beep signal on your phone. I wasn't happy at all, ridiculous. Finally I had to ask for cancellation team manager, he was very helpful and cancel the contract. Cost for me to many nervous, in the end I had to take some medication to calm down, too much!!!!!!!!!!!!!!!!! Not happy at all and never gonna recommend for anyone........”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews