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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“Terrible customer service, wifi keeps on cutting , price keeps on going up.stay clear of this company”

Helpful Report

Posted 2 years ago

“nuisance calls we get from virgin for 2 months, 3 completed logged and no resolution, total headache just ended up unplugging out virgin line due to the nuisance call from the even though the line is TPS require.”

Helpful Report

Posted 2 years ago

“I don't even want to put 1 Star . About 10 years i left Bt and went with virgin media and seemed better, BUT i tried the first time the broadband and the tv and that over priced , so the tv went but funny the broadband went back for 3 years each time and come back the tv cost back....very odd ? Then the years past up and up and up and found the BT was cheaper so we left virgin...BUT the fuss and problem to end the contract with a virgin was a waste of time they still had to pay the contract to virgin and yet using ONLY BT . Look hard FIRST to how to end the contract with virgin ....Because them will never talk to you at all and not even chat on internet . Get Rid of It ...With BT here they have put up new lines ever where so may be thats the best to the future.. Virgin Is going down....!”

Helpful Report

Posted 2 years ago

“It's a race to the bottom with all of these mobile providers but virgin are surely down there. Ordered a phone, they took the money out of my account immediately. No confirmation email or text was received. After a full week brute force assault on all available mediums they finally responded and conceded they didn't know what had happened to my money. This was miraculously found upon the threat of regulatory compliance. They then confirmed my phone would be delivered the following day and provided me with a tracking number with the delivery vendor. 3 days later and no sign of the phone. Delivery vendor was contacted and confirmed they never received the package from virgin. Time for another week long brute force assault on all platforms and telephone numbers. Eventually got through to someone who basically told me that they actually have no phones in stock and are hoping to secure some in the next month. One can only hope that at some stage, the government will impose laws on these frauds with extensive penalties for breach of contract, misleading information, delay tactics, and unprofessional behaviour. I would say avoid at all costs but sadly all of the providers are terrible. The real challenge is in finding the least worst offender.”

Helpful Report

Posted 2 years ago

“Absolutely disgusting service. I have been with Virgin for 20 years and it's getting to the point that I am so fed up. I guess all is about the management and how tbey managing customers complaint about they services. Customer services is the worst, no skills on communication or resolving issues. Absolutely disgraced”

Helpful Report

Posted 2 years ago

“Dishonest company. Untrained staff who tell lies all the time. I was told to pay certain amount in a final settlement but few weeks later send me another bill. After been with them over 25 years I had no choice but to leave them.”

Helpful Report

Posted 2 years ago

“Rubbish. They save money by giving jobs to people across sea who really don't understand English yo provide you that service. They have shady tactics to entrap customers especially vulnerable ones like myself whom has had a stroke. They do not have sympathy but will pounce on any vulnerable person to drain them. I have been put of using there gyms and even planes in future. I do not trust them.”

Helpful Report

Posted 2 years ago

“Shocking. Virgin make it absolutely impossible to cancel your account. We are moving house and have been trying to cancel the account for 2 days. The phone lines are incredibly difficult to get through, you will have to wait and listen to all their promo ads for a long long time, only to get through and be put on hold again. The WhatsApp service is the same. I've spent two days answering the same questions. But their is no other way to cancel. The fact they make is so difficult to cancel is really shocking and a horrible money making tactic. We definitely certainly NOT be using their services again once we can FINALLY close our account!!”

Helpful Report

Posted 2 years ago

“From my previous review I had to get CEDR involved and the decision was in my favour. They had until 25th Feb to confirm compliance with CEDR verdict. Empty appology email sent 24th Feb confirming that they remove the £240 fees and compensate me £75 via cheque within 21 working days for the stress they had caused me. Today I received a letter from them dated 25th Feb demanding the £240 payment. CEDR have issued them with a non compliance. I have also emailed this to BBC Watchdog”

Helpful Report

Posted 2 years ago

“Horrible costumer experience. Horrible broadband”

Helpful Report

Posted 2 years ago

“terrible customer services long wait ,call transfers take ages,passing the bug all the time”

Helpful Report

Posted 2 years ago

“We would like to thank Huseyin Karakas 70816 for completing a very difficult connection for both my husband and I. We are extremely grateful to him for his kindness, professionalism and expertise. |We can now watch our favourite TV programs upstairs and downstairs and also connect to the internet. Brilliant. Thanks again. Many thanks. Karen and Patrick McCarthy”

Helpful Report

Posted 2 years ago

“We had the 600MBps speed and decided to upgrade to 1Gig because with the 600 the internet was always crawling and we were complaining 2 months about it and they did nothing. After we dealt a £111 monthly price for the 1Gig plus extras I received an email that the new bill from now on will be £164 without even including TV. And still the internet is crawling with the 1Gig connection speed. Customer service is the worse I have ever experienced, they talk and talk and talk and ask and answer and again the same all over , to the conclusion when you say “so when I will have this resolved ?” You get an answer “we will pass you to our dedicated team” and you realise you were on the phone 100 minutes just to get upset for a problem which you report for 2 months every single consecutive day!!! Avoid at any cost, better be without internet. They are legal scams”

Helpful Report

Posted 2 years ago

“BEFORE YOU CHOOSE VIRGIN MEDIA PLEASE HAVE A READ OF MY EXPERIENCE SO FAR I have had the most horrid experience with trying to get Virgin Media broadband, I signed up on 11 January and was told that I would be up and running on the 29th January, It is now 28 January and all I have got from Virgin is Lie after Lie after lie, pre-installation team blaming construction team saying the road outside my house needs to be dug, up. after many, many calls to the preinstallation team, I finally got to speak to the construction team who clarified that AT NO TIME DID THET GET ANY REQUEST FOR WORKS OUTSIDE MY PROPERTY and that all it required was minor works, I was supposed to have engineers allocated to me on the following timeline Saturday 19th - this was cancelled as apparently, they had engineers coming on 21 Feb Monday 21 Feb - No-one turned up to do the minor works, rebooked for 25th Friday 25th - I have been advised engineer turned up but did no work, took some pictures of where the cables need to go, bear in mind he was supposed to be coming to do the cable work. rebooked for Monday 28th Monday 28th - it is now 15:45 - I spoke to the preinstallation team again and have been told that an engineer has been allocated to me for the cabling works but they have no update as yet. I am supposed to have the Equipment installed tomorrow - this installation has been delayed and pushed back at least 6 times all because the pre enablement engineers keep not showing up or if they do, they do not carry out the works that are required. so who thinks the engineer will actually turn up before 6pm today 28th February. I have had to ask for time off work several times because I was promised whole-heartedly by the preinstallation team that the works will be done each time and the installation engineers will not be canceled and rebooked but each time it got canceled and rebooked, so again I have asked for time off from work tomorrow but I have the feeling that it will not be installed tomorrow. The preinstallation team has emailed and tried to call the so-called pre- enablement teams area managers, but guess what they can't get through and have no reply to any emails. This is by far the worst experience I have had trying to get Internet installed, worse than Talk Talk and Vodafone, so before you decide to get Virgin Media broadband, make sure you are willing to get angry, frustrated, your time wasted, and be lied to time and time again, I have reached my limit if the equipment is not installed tomorrow I will cancel my order and post my story on every social media outlet I can find Update I have now cancelled my order because Virgin media use 3rd party rubbish engineers, their so-called engineer has reported that the box they need to access is on a constructions site which is a load of rubbish, first, it was my road needs to be dug up, then they do not know where the box is, then it was minor works,, pictures were apparently taken of where the cables can come in and NOW THIS RUBBISH about a construction site, I will never ever recommend virgin media and I promise I will leave a horrible review on every review site and social media site I can find to warn others of the horrendous and disgusting service provided by their 3rd party and their own Engineers DO NOT GO WITH VIRGIN”

Helpful Report

Posted 2 years ago

“Monthly bill increased to £97. Called Virgin to cancel package and offered "whilst on hold" a pitiful discount of £4.24 for 6 mths. Each time I reached "disconnection point" with the phone cut off. After 50 MINUTES in total and 30 minutes on final call I was put on hold ....... to sort it1”

Helpful Report

Posted 2 years ago

“Avoid these guys at all costs. I placed an order for virgin broadband and arranged the installation to be done on a Saturday morning as I wanted to be in rather than my wife as I knew they would need to lift a section of the mono driveway. I received several texts the week leading up to the install asking if that date still suited and there Covid rules. On the morning I got up early to make sure cars etc was removed from the driveway and then waited for 5 hours for them to turn up, but they never did On phoning them after an hour I was told the that install had been cancelled due to their 3rd party contacts saying that they couldn’t do the job due to the shared driveway and it being mono-blocked. This apparently had been decided by them on Friday but they never contacted me to advise this and in fact I have checked my cameras at the house and can’t even see them looking at the job. What a wasted day for me and my family”

Helpful Report

Posted 2 years ago

“If I could I wouldn't even give v.m mobile stars. They are by far the worst network ever and even worse customer care services. I've been with v.m now for nearly 10 years now and I wish I never went with them. Avoid this company like the plague”

Helpful Report

Posted 2 years ago

“THE WORST CUSTOMER SERVICE IN THE ENTIRE UNIVERSE. Better off watching Freeview as it's much cheaper has the same amount of channels and no hidden cost. Virgin is a pain in my ass”

Helpful Report

Posted 2 years ago

“One of the worst companies in UK. I was with them for over 10years and every yr they increased the price and thn I had to renegotiate the contract with them, finally decided to end my contract served my notice period of 1 month. Still they didn’t end my service after calling numerous times and waiting for hrs on call…they renewed my service on their own without my my authorisation. I contacted them again several times and the customer rep used to hang up the phone . On the last call they disconnected my service but after 4 days I receive this bill of £240 mentioning early cancellation charges. I don’t think 10yrs count as early cancellation. I have decided to take them to court as they are a complete rip off.”

Helpful Report

Posted 2 years ago

“My God the worst company I have ever dealt with. Here is what happened I was on the highest broadband speed and minimum TV package, paying maximum amount on broadband since I work from home as everyone else in the pandemic. Their connection used to drop anywhere form 1-2 and hour to 10 times an hour. We raised the issue, the engineer came and acknowledged but couldn't fix and said he will follow up. Nothing happened I kept messaging the engineer and he stopped responding after couple of messages. Finally after 5 months of apologising on office calls for poor service, we decided to end the service. But this is where the HORROR starts. We were asked to pay £240 as early disconnection fees. When we challenged this they said that the issue was resolved. We fought against this and they said it was our responsibility to raise the issue again if it was not resolved. So after two 2 hours long discussions we decided to reach a compromise and disconnect only broadband and not TV with an agreement that we won't be charged £240. BUT the horror has new twist and come next month we are being charged for the early disconnection. And when we call them back they said they CAN'T DO ANYTHING!!!. YOU WILL HAVE TO PAY!!. We have been robbed in broad daylight and we can't do anything about it. I hope the feelings being cheated and made to feel like fools will subside over time but I am never going back to Virgin Media.”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,320 reviews