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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“Don't know where to start... Long story short is Virgin are OK until you have issues or problems and have to call them. Was told so many times over the years about the wireless speeds being dependant on this and that, only then when moving to CF 1Gig you realise the drivel you where told that wasn't true. The WiFi I get with a competitor is nearly twice as fast and nearly half the price, wish I knew what you where paying for. ...and I actually hoped it was just at 1 address BUT NO, 2 different addresses as well, just as useless. Cut off connection a month before they where suppose to, despite calling them to check, despite spending 3 hours speaking to 10s of people trying to get an answer... And yep even after they got it all back up they disconnected it again by mistake. Then there's the time they DIDNT disconnect me, the left the phone line open... 2 months into OfCom complaint it comes out that they where measured on disconnections and if they leave the phone line open it doesn't count as one, caused 3 months of hell, £50 compensation... That took 2 months to issue. From beginning to end, just horrific... As I said at the beginning, great if everything just works... If you ever need to call, prepare to be met with lies (including being told they couldn't raise a complaint because it's an internal problem), so called engineers telling me 1Gig network ports don't run at 1Gig etc etc Switch to a company that takes your business seriously.”

Helpful Report

Posted 2 months ago

“Easy and relable, cost effective and very helpful customer service....The deal with o2 is brilliant.”

Helpful Report

Posted 2 months ago

“Haven’t even been set up yet and I am already dreading the next 18 months…. Have been a complete shower of s#%t. Poor to non existent communication. High pressure sales to get you to sign the contract. Install date for the 1st November, put back to 22nd. Even though the issue with cabling has been resolved today 31st. So no need to change/cancel my appointed contractual install date! Work from home no broadband for 22 days, oh it’s okay have £100 compensation on us… that totally makes up for the fact I cannot work for 3 weeks! AVOID AT ALL COSTS!!!!”

Helpful Report

Posted 2 months ago

“I spent two hours on both whatsapp on phone. Tried to renew my existing package online for £50 per month (down from £72). Got Order number. Nothing actioned. Spoke on whatsapp, explained issue. Offered renewal on existing package at £45. Great! No. Couldn't complete it. Sent to rententions who offered me £48. I had just been offered £45....Refused this offer and then used phone number. Retentions on phone said best price for renewal was £70. £70. Per Month. I laughed at this and said but your colleagues offered me £45 and £48. His response? "Prices are dynamic and subject to change" - Absolute BS. I can't believe that. He literally just lied to me. Pathetic customer service that wasted over 2 hour of my time for zero resolution. I never normally leave reviews, but this customer service was so remarkably bad it has actually motivated me to leave this. Pathetic.”

Helpful Report

Posted 2 months ago

“Dreadful service. Call centre hopeless. Engineer incompetent. Complaints Dept choose not to understand or respond sensibly. Untrustworthy and difficult.”

Helpful Report

Posted 2 months ago

“Dear Virgin Media Support Team, I’m writing to express my deep dissatisfaction with the lack of internet services over the past year. Despite countless hours spent calling customer support, my account remains in limbo, leaving me without the services I’m paying for. Now i understand why RANKED as one of the worst in UK. Gone through Hell since i signed this contract. -0 stars for everything. This ongoing situation is unacceptable. Instead of enjoying a reliable connection, I’m constantly dealing with disruptions and follow-ups, all of which have gone unresolved. PLEASE PLEASE DONT SIGN ANY CONTRACT UNTIL YOU GOD DAMN SURE”

Helpful Report

Posted 2 months ago

“Shocking service,changed my instal time to AM by text and i cant accommodate that time as i work so i pressed the link to rebook it it thinking it would be next day,nope 2 weeks away and i had cancelled my bt so now left with no internet wich i need for work. Spent 2 hours on sunday talking to foreign people who dont understand your problem. Now cancelled and package taken with sky instead!”

Helpful Report

Posted 2 months ago

“Avoid Virgin Media – Worst Customer Service Experience Ever I recently signed up with Virgin Media, and it’s been nothing but disappointment from the start. Salesperson Lies: The salesperson promised a £75 voucher as part of the deal. After activating the router and emailing the address they provided, I was told there was no record of the voucher. After multiple calls and complaints, they offered me a measly £35 as compensation. Billing Issues: The salesperson also said my contract would start upon activation of the router—not true. My billing started the moment the package was delivered, meaning I had to pay for both Virgin and my previous provider, TalkTalk, for a whole month. They offered a £10 discount, but it still felt like I was being misled. Hard Credit Search: Without informing me, they performed a hard search on my credit file, which affected my score. When I raised this, they brushed it off, saying it was standard practice with Equifax. This will stay on my credit record for a year. Unbelievable. Equipment and Service Issues: I didn’t even use Virgin’s service for the first month because I still had TalkTalk. When I tried to set up the router, I discovered there was no Virgin plug in my home—despite them insisting over the phone that there was. The Hub 3 router they provided delivers poor Wi-Fi coverage. In some areas of my home, I only get 1-2 bars of signal, and I can’t even perform a basic Google search upstairs. When I called for help, the technician was rude, unprofessional, and made jokes during the call. He claimed to send a Wi-Fi pod to boost the signal, but it never arrived. When I called back, another agent was more helpful but revealed that Virgin limits the router’s settings and features, so you’re forced to pay £8 a month for these extra Wi-Fi pods! My previous TalkTalk router covered my entire house and even worked in the garden—Virgin’s doesn’t even cover the upstairs. My Solution: I’ve had enough. I purchased a new TP-Link router and plan to switch Virgin’s Hub 3 to modem mode. Hopefully, this solves the issue, and I won’t need to deal with their awful customer service again. Summary of my experience: • Salesperson: Lies to make the sale. • Hard Credit Search: They do this without warning, and you can’t remove it. • Customer Service: 50% unhelpful and unprofessional; 50% actually doing their jobs. • Hub 3 Router: Limited on purpose to force you to pay monthly for Wi-Fi boosters. I’ve never experienced worse customer service or broadband service in my life. I can’t wait to finish my contract and leave. I might even switch to a 5G antenna or return to TalkTalk, who never gave me this much trouble in 6-7 years. Bottom line: Avoid Virgin Media at all costs. They lie, provide poor service, and only want to squeeze more money out of you.”

Helpful Report

Posted 2 months ago

“The words abysmal, rubbish service, terrible, non existent communications, don't give a damn, expensive are a few of the words I would use to describe the years of suffering I have endured with this outfit. DO NOT under any circumstances and irrespective of their promotions sign up or extend. YOU HAVE BEEN WARNED.”

Helpful Report

Posted 2 months ago

“Truly the most abysmal customer service I have experienced in my life. Virtually impossible to get through - you get transferred from a crappy text service to WhatsApp that often doesn't reply at all. After many hours you get through to someone who is of no use but tries to sell you other services. They continually misunderstand your problem before eventually saying they have to send you to a different person. They then phone you at a random time and if you don't answer because you actually have a job then they claim the entire problem is resolved and you start the process again.”

Helpful Report

Posted 2 months ago

“Where do I start!!! If I could give 0 stars I would! Once you leave virgin media, all hell breaks loose. Getting credit refunded is impossible. Anyone you speak to gives you a different answer. Complaint procedure is non existent! I cancelled my service because I moved house and it was in unserviceable area. They applied termination fee even though they can not provide services to the new address, then they credited back termination fee making a point that they are doing me favour, but still collected termination fee from my bank account. Now I have to wait for it to be credited back, I was told on 28/09/2024 it will take 3 days, then on the 03/10/2024 they told me it is 14 days. 14 days passed, money is still not received. I was now told it will be paid by tomorrow (very much doubt it). I raised complaint - nothing happened! Stay clear of this company if you value your time and sanity!”

Helpful Report

Posted 2 months ago

“Absolute nonsense, my bill has been paid,still receiving emails about none payment,called customer service(which was below any acceptable level),they can't resolve the issue,definitely avoid them.”

Helpful Report

Posted 2 months ago

“Avoid these absolute chancers at all costs. My experience in detail: I order M250 Fibre Broadband and am given the date 03.10.2024 for installation. That is then changed the following day without explanation to 05.10.2024. On 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. I 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. I 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. Eventually, a fourth installation date appears: Tuesday 22nd October. At 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 – 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. I do exactly this at 7:08 PM ‎Friday, ‎11 ‎October ‎2024. After a long wait I am told that I will not get an earlier date and that I will be waiting until the 22nd. I 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. It 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. It's one of the worst customer experiences I've ever had and I haven't even started with them yet.”

Helpful Report

Posted 2 months ago

“DO NOT TRUST VIRGIN MEDIA! Absolutely lied to us and scammed us. Customer service is non-existent. When switching to Virgin, I was on the phone with a sales agent for over an hour, double checking that we would not be fined for leaving Virgin soon after joining (we were planning to move abroad later in the year). The Virgin sales agent assured me that Virgin couldn't provide services abroad, so we would be able to cancel their services free of charge. So when I called to cancel a few months later, I was shocked to find that Virgin were demanding us to pay £330 to cancel their services. I told them about the conversation with the sales agent, and they didn't want to listen at all. Apparently it's in our contract that if we cancel, we owe money. But I was told the exact opposite when signing up. So I'll be raising this with the ombudsman, because we've been completely scammed by the Virgin Media sales department! We will never ever ever again use any Virgin services, can't trust them AT ALL.”

Helpful Report

Posted 3 months ago

“EE completed my one switch with virgin media, virgin never processed it correctly now I'm being billed twice until they disconnect my services 16 years with them absolute joke trying to end contract with them , all ready give 30days notice now another 30days notice, customer service shocking process to deal with things diabolical never again going with them after this”

Helpful Report

Posted 3 months ago

“Slow speeds, can't get through to anyone to help and when you do they say they'll do something but they don't. They just try to upsell. There was an outage in my area for a week. They said they would automatically compensate me after long phone calls - they did not. Then they cut me off the day before my planned switch date to another provider saying my bill is overdue for payment but also saying my bill will go out automatically at a later date so I don't need to do anything! So now we have NO INTERNET AT ALL. appalling.”

Helpful Report

Posted 3 months ago

“Well where do I start 1000 Meg internet very poor moved to new address took 3 payments and knew my signal strength was so week told me on 29th last month that they needed put new line in but can't be done till 31st next month witch is very poor everythink is disrupted technician shown me what I was loosing asked cancel as I've gone with someone else now they trying charge me 398 pound break it but it don't work there joke company very poor customer service very poor and I'm so glad I've gone with bt just so poor to loyal customers virgin media are rubbish money grabbing c^^^^s”

Helpful Report

Posted 3 months ago

“We though we'd take the chance to 'improve' our download speeds and bandwidth with Virgin, by leaving behind an average EE service. Big mistake. Two engineers, with a third booked (no one can find their a r s e with both hands), but told even the sub-contractor may not be able to install! Jesus H. Corbett!!!! That was enough. A 1hr phone call, and 3 agents later, cancelled. Back to EE. God awful company. Once bitten, twice shy. Don't waste your time. Honest. Don't.”

Helpful Report

Posted 3 months ago

“We have had Virgin Media super fast broadband for two years now, which has been great, however like many companies there is no real incentive for loyal customers to stay on renewal, always cheaper deals for new customers! We stayed for another 18months purely because of the fibre speed.”

Helpful Report

Posted 3 months ago

“Was provided a poor broadband service for the price, was harassed later on in my contract to upgrade my services, I upgraded and the service was no better. Later they doubled charged my payment and restricted my service so I asked to cancel my contract because I was not happy. Then they told me a had to make a complaint and they would send me a deadlock letter (I had no idea what this was) but they disregarded my complaint and told me to seek legal advice. How does virgin call this customer service?”

Helpful Report

Posted 3 months ago

Virgin Media is rated 1.2 based on 2,320 reviews