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 customer experience ever. They only apologies and asking million of security questions but nobody can help. Just moved houses and waited ages to have activated the new equipment in the new address. They involve hundred engineer to do a small piece of work for a tiny thing. And all of them are scheduled in different days”

Helpful Report

Posted 3 years ago

“STAY AWAY Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!”

Helpful Report

Posted 3 years ago

“Awful, awful customer service. Impossible to cancel the contract. Had to write an actual letter to them to end it.”

Helpful Report

Posted 3 years ago

“Very bad customer service never answered on watZapp,on phone waiting 2.5 hours,I definitely not take responsibility for any inconvenience caused by them I will cancel this subscription membership”

Helpful Report

Posted 3 years ago

“I only gave them one star because there is no option to give 0 or even minus. I am utterly disgusted about this company and reading all the reviews here, I am surprised they are still in business. Besides the fact that they increased my price without sending me a notification ( they claim they did but i never got it ), i ended the contract with them before the end which was in April. I mainly used their internet to connect to my work VPN and it worked just fine until it didn't. The problem was the DNS static address which kept on kicking in every time i tried to access my VPN. After spending the usual 3 hours on the phone and being passed around different agents who were only good at asking my security details every time, after explaining my problem to each and every one of them, the last agent told me I need to pay an extra 5 GBp / month for a more secure hub but could not guarantee that this will fix my problem. That was the moment i decided i need to quit their service but surprise surprise, i need to pay an early disconnection fee of 150GBP. So they cause me the problem, they force me to quit their service and they want to charge me an early disconnection fee. This is the real hustle. Luckily, i can claim the disconnection fee from BT, so all good there. People, sooner or later, Virgin media will cause you headaches. Avoid this company like plague.”

Helpful Report

Posted 3 years ago

“Hello, it will be my story about vigine media, well at the beginning it was okay nothing about to complain, but bad things started to come out when I decided to cancel my contract, in first time when I did call them I spoke with guy about cancelling paid about 60 pounds I was like okay, and after 3 months they started to charge from me some bills, I was trying to call them 1 month, and finally I did it, and they said what this first guy didn't cancel my contract and after 60 pounds I paid 270 pounds to cancel it again, so that's how VIRGINMEDIA works .”

Helpful Report

Posted 3 years ago

“Firstly I've been with Virgin Media for many many Years when they used to be called NTL. Firstly i ordered a new remote control for my Virgin TiVo box and i recieved an old battered up remote control with dents, grease and scratches and dusts. How is this new and even hygienic i pay a lot of money for a whole virgin package. Secondly ive been havinh issues with their fast broadband and everytime i call no one helps. I dont need a technician sent to my home everytime for them to do and say the same thing and it still doesn't work. I don't want to stay on customer service calls for 2 hours waiting to hear the same things again and things i already tried. All i need is a new hub 4 sent to me or just boost my WiFi up a bit considering it doesn't work well and I'm a loyal customer who has every Virgin product. Virgin had amazing service but has been on a ver very big low recently and i am tempted to leave and go to BT or Sky unless things start to change.”

Helpful Report

Posted 3 years ago

“Not help full coustmer servise try to take money from every year”

Helpful Report

Posted 3 years ago

“We called Virgin media after we had had some scam calls and they admitted that they have had loads of customers complaining about this we have done a contacted the government and the police and it has been reported as a crime but I asked for a call back on that day but we did not I went on live chat and after I explained about the issues and about what the questions the scammers asked if we get a call back from virgin media do not mention them because my husband will not believe that it is virgin media and this was ignored as after three scam calls over the last few days when virgin media called they asked the same questions so my husband put the phone down as he did not feel safe, plus my son says that we should leave virgin media partly because of this and changing our plan and services without our permission we was supposed to have a call back from them to discuss our plan and services before changing anything”

Helpful Report

Posted 3 years ago

“I've been with Virgin Media since the days of NTL. 24 years to be precise. They used to be amazing. Quality, reliable, fast broadband. Over the past 2 or 3 years this has all changed! It's so unreliable. Always down or very, very slow! But my biggest gripe is the customer service. Lies, rudeness and incompetence. I've about 9 months left and then I won't ever be using this sham of a company ever again. Honestly, from a very passive, honest individual, please stay clear from usibg/signing up with them. You'll regret it!”

Helpful Report

Posted 3 years ago

“Really bad experience received from virgin media called them to advise of family bereavement but not will to listen as advised my payment will be late so instead of taking my circumstances to account they threw me to debt recovery really annoyed I even raised a complaint by they have been unhelpful please stay away as this company only care for money not customer their is no empathy or sympathy they are really cruel I would really consider going somewhere else first the pandemic which the world is in and company’s should really support virgin media don’t do this they really don’t care”

Helpful Report

Posted 3 years ago

“Awful customer service, I couldn’t even make a contract with them because they were connecting my call to one person to another person of the team, I took one hour,I changed 5 different members of the staff and I didn’t conclude anything. No words.”

Helpful Report

Posted 3 years ago

“Well just another person to say what everybody think. I have been leaving leaving in the UK for 24 years and Virgin Media is the worst provider in the all world. Richard Branson can go to space thanks to the money that they are robbing you every month and not providing the service that you pay for. If you do not want to loose your job or to loose day at work. DO NOT SIGN UP WITH THEM NEVER EVER. we are paying a very high price foo internet and about 3 month a year if no more our internet are not working and they will never help you fixing your problem neither give you any compensation. they need to keep this money to have the BOSS leaving on his beautiful private island and to fulfil his fantasy thanks to you while you are struggling to make ends meet and loosing days at work and getting pressure from your managers because you don't have internet and each time you ask them they say that it will take 30 days and when you call back 20 days later that it will take another 30 days. Now you know. Do not make the mistake to sign up with them. GO AWAY FAST FOM ANY OFFER THEY WILL GIVE YOU.”

Helpful Report

Posted 3 years ago

“Not even deserve 1 star. I have been calling them since last 1 months ,waiting for phone call is more then 1 hour. disgusting and ridiculous. Nobody should use this virgin media. My TV channels are not working since months. I wanted to cancel but nobody receive the call in virgin media. So disgusting”

Helpful Report

Posted 3 years ago

“I ordered fibre 1 month ago and still no service no connection , 3 cancelled engineer appointments waiting full days for them to arrive no courtesy calls to inform reason for cancellation, numerous phone calls where I've been thrown from pillar to post waiting ove 30 mins each time, hung up on calls disconnected, lies fake promises I have terminated my contract. Worst customer service ever recieved diabolical from a communication company who can't even communicate the most simple things, the left hand doesn't no what the right is doing. Poor communication painful stressful please avoid this company I thought I would give them a try but honestly I rather pay £20 more a month and then have this experience, don't be fooled by the speed or price customer service is key”

Helpful Report

Posted 3 years ago

“I have been a customer of Ntl World / Virgin Media for over 20… I have been a customer for over 20 years originally with NTLWORLD and then Virgin Media. Since reviewing my Contract in December 2020 I have had continual issues with my Monthly Bill. Every month it is incorrect as they "forget" to reduce my bill with the loyalty discount and issue a bill that has not even the Contractual price of £53:50 . Each month I spend hours on the phone to different departments and get nothing but worthless promises and meanwhile my discounts add up and I have over payed on numerous occasions but no one wants to take ownership of the issue but can't get you off the phone quick enough. I will give you an example of my most recent experience. On the 15th of July I spoke on the phone to a member of Team 1 who "couldn't do anything" I them insisted on speaking to a manager/supervisor from Team 1 (Retention Team) who clarified I was own a £21:00 credit. I asked could this credit be added to my current bill due for payment on the 29th July 2020 but was told no as the bill had been generated. This I knew was a lie as a few months earlier another manager had did it. As the call went on I agreed to have the £21:00 deducted from the August bill on the assurance that it would be actioned. Later that day at 10:45 and 16:00 I received 2 emails from the Manager/Supervisor stating that my August Bill would be £53:50 minus the £21:00 credit making the payment due £32:50. Ok now step forward to the 13th of August when my bill was generated and yes you guessed right, no £21:00 credit and bill generated at £53:50. I spent most of the day on the phone trying to contact the Manager /Supervisor who had made me the promise in July with no luck. 2 of the call center staff told me she was on duty and they would send her a email to contact me. I had already sent the Manager/Supervisor numerous emails with no response. I also had a call center member of staff tell me around 16:00 that she would look over the notes and come back to me before the close of business on Friday the 13th August I asked her were the calls recorded and if so could she listen to it to get the facts. I also found out she was able to see the emails sent to me on the 15th July and I asked was this not enough evidence. She said she would look all over the case and I'm still awaiting a response at 21:00 on Sunday 15th August. I have just sent the Manager / Supervisor a further email stating unless I hear a positive response by 16:00 on Monday 16th Aug I will be escalating the complaint to the Chief Executive of Virgin Media and forwarding the complete story to BBC Watchdog consumer programme. My advice to anyone who is considering joining this company DONT.”

Helpful Report

Posted 3 years ago

“Disgusting passed from one person to another. Then still not right. Agents give out false information and lie. Gone downhill been with them 4yrs. Not happy”

Helpful Report

Posted 3 years ago

“Absolutely terrible service. Our internet connection has been intermittent for months and it's getting worse and worse. All my neighbours who are Virgin Media customers are experiencing the exact same issues so this is impacting our whole street (at least). We've all been contacting Virgin Media and filing complaints separately and nothing is being done. Speaking to an actual human is very complicated and when you do, all they can suggest is to reset your box for the 100th time. We're paying £62 a month for a very poor internet connection that is cutting off every 10 minutes. Working from home is near impossible. We have to use our smartphone's 4G as a hotspot instead. I would strongly advise to pick another provider. We can't wait to switch to another provider and stop this nightmare.”

Helpful Report

Posted 3 years ago

“No stars if. I could. Want to switch from eir to virgin. Received sim in post and twice attempted to port my existing number over to virgin on the online portal. Didn't get work. Then rang on 3 separate occasions to do it over phone and was told each time its ported and will be a couple of hours before activation. This has not worked. I'm wondering if this is the level of service at this stage should I find a different provider. Long wait times on phone for customer service and lack of tech experience.”

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Posted 3 years ago

“Pathetic company who offer all kinds then tell you its not available unless you pay more money I read on thier site you can upgrade to virgin 360 for free and get a free 360 remote if you have the big package thier oomph package but when i tried to get this they wanted 35 to activate it then 24 for the remote and would not budge, so i will let my contract run out and go with Sky Q which is years ahead of virgin 360”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,320 reviews