Name: Virgin Media
Rating: 1.16

“There is no customer service. You just wait on the line for 50 minutes and then it disconnects you.”

Posted 4 years ago

“The best experience when dealing with Virgin Media was taking over 4 long days to try cancel my subscription. I'd highly recommend you avoid these Rats at all costs. As soon as they get a notion you want to cancel your subscription. You will be endlessly put on hold or ignored. I sincerely hope they all burn in hell. Thanks”

Helpful Report

Posted 4 years ago

“Terrible company. Despicable levels of customer service.”

Helpful Report

Posted 4 years ago

“Been with virgin media now for nearly 3 years brilliant service and tv go is great, never had a problem with the internet speed unlike sky was on the phone to them very often. can’t praise virgin enough and there prices seem fair to me. To be fair when I’ve had to phone customer services I never had a problem.”

Helpful Report

Posted 4 years ago

“I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service. Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties. PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that. I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me. PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck. Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period. For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere. If VM wants to reach out to me to discuss this review, one of my VM a/c no. is 735794401 – you can find my mobile number and email address from the account details.”

Helpful Report

Posted 4 years ago

“I am giving Virgin Media 1 star because there is no 0 star option. They have absolutely the worst customer-service of all the ISP's (we own 12 properties and use several ISP's), as well as being the worst for broadband speed and reliability. We have always had problems with VM - both with broadband speed and reliability, and with customer -service. Today was typical of our experience with VM. This morning I had to contact them about issues pertaining to two properties. PROPERTY 1: We have had broadband problems (e.g. upload speed of 0.01Mbps - this is not a typo - just one HUNDREDTH of one Mbps) for more than 1 MONTH, and received a text message (for the third time!) advising the problem is fixed, even though it is not. Spent 52 MINUTES ON HOLD (this is not that unusual for VM even before the coronavirus) when I called. When I finally got through, VM said they know about the problem and their engineer will sort it out asap. I said VM has been saying this for weeks and asked why VM keeps sending such messages if they know the problem is not fixed - VM did not have an answer for that. I advised that on 4 March I wanted to speak to a manager, was told that none were available to speak to me, but was promised that a note would be placed on the account for a manager to call me back within 48 hours. I advised that it has now been 20 DAYS and no call, only to be told that the last person I spoke to at VM did not place a note on the account for a manager to call! I asked the lady I was speaking to today to place a note on the account for a manager to call and confirm to me that she has definitely done so. However, I do not hold out any hope that a manager from VM will bother to call me. PROPERTY 2: Potential serious issue with a new account, tried to call VM, kept on hold for 87 MINUTES, then recorded message saying they cannot process my call and to call back later. Found VM email address on an old email from VM, and sent an email explaining the problem. Received an automated reply saying VM do not monitor this email address and to contact them through the website. Website options do not match the issue and I keep getting directed to FAQ's with no option to send message to VM - spent the last HOUR trying to find some way to email or message them with no luck. Unfortunately, in the two properties above VM is the only ISP that can provide fibre-broadband at the moment, so we have no option but to use them. However, we have decided that for the other properties we will no longer use VM and will cancel the other VM accounts as soon we are out of the contract period. For anyone who is thinking of opening an account with Virgin Media I say if what you really want is very poor broadband-service and worse customer-service, and you really, really enjoy spending literally hours on hold to sort out issues, then VM is definitely for you. The rest of us who want reasonably dependable broadband and good customer-service will go elsewhere. If VM wants to reach out to me to discuss this review, one of my VM a/c no. is 735794401 – you can find my mobile number and email address from the account details.”

Helpful Report

Posted 4 years ago

“The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!”

Helpful Report

Posted 4 years ago

“The worse company ever! the worse customer service it is shocking. I have called them 10 times in two months to return my router. Every time they say they will send a new return package -they refuse to send a tracked one- and despite the fact that I am home all the time I nver receive one. They keep texting me, emailing me, harassing me about a £40 charge of I do not send it back by the end of the month!! I call them and email them without reply. There is no way to contact them and solve their fault. Do not sign with them! You will regret!”

Helpful Report

Posted 4 years ago

“Absolutely ashamed company. In this moment they restricted the services for late payments of the bill. Asking for 10 days of extension, they said absolutely no. Even if I can understand that bills must be paid, in this occasion and for what's going on it was human and normal giving a kind of help. Shame shame and again shame, I never seen something like that.. Virgin Media you must be ashamed of yourself and of people that works for you over the phone. Today I waited 4 hours for speaking with an horrible advisor.. Shame”

Helpful Report

Posted 4 years ago

“We have been with Virgin Media since 14,400bps modems. They have given us absolutely the best service we could ask for, given the price I am able to pay. I have only ever (Touch Wood) had to call them a handful of times, one of which was my own fault and they have resolved the problem very well. Just today I received an email telling me that they are giving, one free month of unlimited calls. 10Gb of free mobile data and are going to review it in a month. This is to help people at this dificult time. Well done Virgin Media. Your the best. Stan.”

Helpful Report

Posted 4 years ago

“Greedy lying robbers . They won't let you leave when your contract is up. my 12 Months contract is up, I called weeks in advance to say my phone line is going to BT. as get this, The land only works through the internet so if the internet is down which it is all the time. your phones off and if it's business use like mine your loosing customers every time. Call divert is immediate it doesn't ring out first and they charge for every call. I checked with India several times you can only turn it on and off with *#1571# or some code similar so unless you want to do this several times a day for the rest of your life you'll pay. GREEDY So I called to ask to remove my TV package at the end of contract The response I'm not allowed as my phone moving to BT as my contract is over I can only have X1 open request at once I'll have to keep TV for an hour extra for another month out of contract full package £120 a month Only X1 open request at once ????? Completely made up problem two extort money out of people leaving legally at the end of a contract The greed and deliberate lies are shocking. I've been calling for weeks now to remove my TV package. I write this review as I am on hold to them. AVOID avoid avoid”

Helpful Report

Posted 4 years ago

“I have never and i mean never received such dreadful customer service, all the big telco firms are pretty poor but when it goes wrong with virgin media not only are they too incompetent to fix it, they cant even keep a track of the customer complaint. If they can't even log complaint interactions accuralty (or at all) what hope do you have of actually getting the complaint resolved? I have now been trying to get my number back for 6 months and am no further forward at all. Absolutly dreadful.”

Helpful Report

Posted 4 years ago

“Truly, truly awful;”

Helpful Report

Posted 4 years ago

“Truly, truly awful;”

Helpful Report

Posted 4 years ago

“I have been trying since 9 am to get through to them and I am still here trying !”

Helpful Report

Posted 4 years ago

“THEY ARE DAYLIGHT ROBBERS!!! I don’t even know HOW they are still allowed to stay up and running. All they do is squeeze money out of you WITHOUT EVEN TELLING YOU, and ANY time you try and call them to get ANYTHING sorted, they either go around in circles, make you wait an absurd amount of time over the phone to encourage you to give up, or BLOCK your calls! NEVER have I known such an incompetent, RUDE, disgusting and expensive company! The only thing they are good at is selling to the unknowing new customers. We have been with them since 2009, and trust me, we have tried MANY times to cancel with them, but there is always a problem! Even writing it now, it’s embarrassing to say we’ve been with them for such a long time. Having to put up with their stupidity. It seems they punish customers for being loyal. We have FINALLY bought a broadband & TV package with Sky, and are determined to cancel with Virgin today! Please pray for us! It will take will power to insist with this ‘brick-wall’ company.”

Helpful Report

Posted 4 years ago

“THEY ARE DAYLIGHT ROBBERS!!! I don’t even know HOW they are still allowed to stay up and running. All they do is squeeze money out of you WITHOUT EVEN TELLING YOU, and ANY time you try and call them to get ANYTHING sorted, they either go around in circles, make you wait an absurd amount of time over the phone to encourage you to give up, or BLOCK your calls! NEVER have I known such an incompetent, RUDE, disgusting and expensive company! The only thing they are good at is selling to the unknowing new customers. We have been with them since 2009, and trust me, we have tried MANY times to cancel with them, but there is always a problem! Even writing it now, it’s embarrassing to say we’ve been with them for such a long time. Having to put up with their stupidity. It seems they punish customers for being loyal. We have FINALLY bought a broadband & TV package with Sky, and are determined to cancel with Virgin today! Please pray for us! It will take will power to insist with this ‘brick-wall’ company.”

Helpful Report

Posted 4 years ago

“Everything went wrong, simply the worst ever, just awful. How anybody ever uses Virgin Media surprises me. A great name, but such poor service from everywhere. If Branson sold this business on the back of his name and has any control he should be ashamed”

Helpful Report

Posted 4 years ago

“NEVER USE VIRGIN MEDIA! This company is a disgrace they fraudulently overcharged me by £115 and then after being called an old ####hole by a manager in India after I complained about their policy of having to wait 45 days for my money back they then demand their equipment back immediately. They now tell me they have charged my account with a further £135. This company is a disgrace! I'm just a normal hard working guy who can ill afford to wait 45 days because they made the mistake and not me USE VIRGIN MEDIA AT YOUR OWN PERIL! !!”

Helpful Report

Posted 4 years ago

“Overcharged me by £72 on my mobile bill (charged me for data despite me requesting a data cap numerous times previously), when I switched my broadband they kept harassing me to return my router or face £40 penalty, I returned the router over a week ago with the envelope provided! Ridiculous company!”

Helpful Report

Posted 4 years ago

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

Virgin Media Reviews