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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“Appalling customer service. I’m a current customer and have had ongoing issues for many months with internet speed. Spent hours on the phone trying to sort this out. I was mislead and went into a new contract with them. Constantly given incorrect information and false promises and wrong charges. The complaints team aren’t currently working however the sales team are! How can a large business like this can operate without managerial support amazes me . I was told ‘don’t you know we are in a pandemic ‘by one call handler . My reply was I’m a nurse working in that pandemic so yes I do!! Issues were well before that and they shouldn’t give incorrect advice . Other teams are working from home so why aren’t the complaints team? You are told a manager will call back and they never do . You can’t even speak to a supervisor . Shocking service”

Helpful Report

Posted 4 years ago

“Cancel contract, Account number 053642405 I have been writing this review during the more than an hour wait to speak to a human at Virgin. It's not worth it. Go with whatever other company offers a better deal and don't count on Virgin for decent internet provision or customer service. I have had decent broadband provision with Virgin for a year and renewed my contract for a more expensive rate in March 2020. It's been hell since and I will try to cancel my contract. Virgin always had shitty costumer service, but at least I didn't have to call them often. I am supposed to get 100MB speed, but I get around 30-40MB next to the router. The service drops in the middle of work meetings during the day as I now work from home, putting me in a terrible situation at work. My bedroom gets 0.2 MB. In fact the speed.net website often cannot even perform a speed check as there is no speed so I have been using my mobile data. Their app also detects poor service. If I wanted spotty, unreliable internet provision, I could pay half the price I am paying virgin so I am ready to take this to the ombudsman if I can't get out of the contract.”

Helpful Report

Posted 4 years ago

“Lying dishonest customer services, if I could get rid of virgin I would and recommend others to go elsewhere for their TV, Internet etc, totally shoddy service overall.”

Helpful Report

Posted 4 years ago

“Virgin Media wired up the next-door neighbour's technology incorrectly and has caused many problems to this address, also having carried out work - no doubt also way below safety-standard protocols - to another neighbour's house in the area. When the company is called about the problem, they lie, saying that they have checked the property's wiring, when they haven't, despite these effects having caused all sorts of issues such as extreme static-charge in and around the house to life-threatening levels, radioactive effects hitting the immune-system and high-pitch frequency effects causing ear-aches for days, the company having had all of these details relayed to them. Virgin Media does not care about the lives of people, they care only about profit via aggressive sales tactics and service via bad wiring. Stay away. They are bad people. Five years these effects have hurt people and Virgin Media simply does not want to take responsibility for their under-trained representative's mistakes because they do not wish to be seen as liable. The ISP we were with at the time even stated that Virgin Media has messed up their own installations of technology in the past. These people are some of the lowest of the low. Surrounded by advertising and plenty of profit which people keep feeding them without thinking about the consequences. Am sure that if there was really proper, alternative regulation to the mirage of an organisation that is Ofcom, a proper international regulatory counter-corruption organisation that was able to deal with these types of criminal companies, then Virgin Media, as well as companies like Vodafone, would not be trading (maybe down the odd back-alley).”

Helpful Report

Posted 4 years ago

“DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.”

Helpful Report

Posted 4 years ago

“Virgin came to conduct a repair and some how managed to disconnect the cable linking the internet to our house (their words not mine.) Called them more than five times, and each time were told that they would call back and never got a call back. Now they are saying it’s a two man job and given government regulations they can’t repair the issue. How can they determine its a two man job without even reviewing the problem. Pathetic service.”

Helpful Report

Posted 4 years ago

“Genuinely the slowest WiFi ever. Having no WiFi is faster than having Virgin WiFi. Download speeds are so bad at one point a small update for a game I already have downloaded quoted ‘175 days to finish’ constantly dropping out, can’t play videos even in 720p for a few seconds. Even struggles with 144p quality!!!!!!!! We pay for the most expensive package they have an absolute joke.”

Helpful Report

Posted 4 years ago

“Every 10 minutes the network cut its not a good service 😡🤬”

Helpful Report

Posted 4 years ago

“I'm very satisfied with the service. I received all information very fast.”

Helpful Report

Posted 4 years ago

“Day light robbery, wouldn’t refund me for the sports channels, even though I didn’t receive the service I contractually agreed to for months, got told sorry I should have rang up sooner, sorry I have an Austin son who takes up most of my time, if they cared about there customers they would have reduced the bills with out customers having to chase them, as they were fully aware the service that was agreed was not being given, I will be taking this further.”

Helpful Report

Posted 4 years ago

“very poor, only steal money...even almost double that the monthly price:@”

Helpful Report

Posted 4 years ago

“Spent three hours on there customer chat site passed from advisor to advisor and then to be frozen out my problem was not resolved”

Helpful Report

Posted 4 years ago

“Absolutely Rubish service since March the 13th my internet hasn’t worked properly 0.09 mbs I called virgin around 30 times up to now they sent a new internet box I set that up still no improvement each time I call them I ask to speak to a manager they say I will get a call back I am still waiting on 29th may for a call. Honestly I recommend you use BT for your services my biggest mistake was to move to virgin in March and pay more only to find out I do not even get any service for my money”

Helpful Report

Posted 4 years ago

“They offer you one thing on paper, another thing is being delivered. 200mb/s offer where I only get the full speed 'whenever' the traffic isn't too bad and also standing next to the hub. Had to spend an extra £3 a month for a Wi-Fi booster which is just a scam. Set it up, plugged in and the signal from the booster is the same or worse no matter where plugged in. Someone should look into this company as it's a massive scam if you're offering services which you have no way of delivering!!!!! I'm cutting the contract right after I get through your customer service which I've been trying to get through for the last 45mins Thanks for ruining my work and leisure experience but I'm putting an end to this!”

Helpful Report

Posted 4 years ago

“It took 3 months to convert a residential line to a business line, appalling customer service throughout, no show appointments, promises of manager callbacks that never materialised. What they offered? a month of credit, or an ultimatum of it being raised to the MDO and ombudsman at which point their 'goodwill' gesture wouldn't be an option any longer, effectively threatening into acceptance. Utterly disgusting, and because it isn't a consumer contract there's no cooling off period so you're locked in.”

Helpful Report

Posted 4 years ago

“Apparently, I had 100Mbits, but that was just on paper. At peak time, we could either watch Netflix OR surf on the web, but not both together. Watch out: A land line is mandatory for broadband with Virgin Media. When you cancel your contract with them, you have to cancel the phone line extra (regardless of whether you wanted it in the first place or have ever used it). If you don't cancel both (broadband AND phone line), they keep charging for the phone line as happened to me. Customer service promised to look into it, but the bills kept on coming. Never again!”

Helpful Report

Posted 4 years ago

“When switching to virgin media I explained what I wanted, things seem to be going well, any questions for us? I was asked, will I need to contact BT to cancel my broadband,? No we will do that as your porting your phone number we will do that. 3 months later I'm paying BT broadband and phone and virgin, so I rang BT to be told my new provider hadn't contacted them and I should bring it to virgin's attention. So I did, nothing to do with Virgin I was told we can't close your BT account it's not our fault. After many minutes being fobbed of by Virgins really ill informed staff I have up. I'm out of pocket about £200. So once my 12month contract is finished I'm definitely leaving, making sure I tell virgin to cancel my subscription.”

Helpful Report

Posted 4 years ago

“I have been hit hard by the covid-19 outbreak, I'm part of the 5%of self employed who don't qualify for anything from the government and have literally had zero income for the past 3 months. Every other company I have dealt with have been understanding about the situation and have put a hold on my account for a few weeks until the work starts up again. When I couldn't pay my first bill I rang customer service to explain to them why it wouldn't be paid, they said there's nothing they can do about the bills but we wouldn't be switched off for the duration of the outbreak, just limited to slow service. A month later I start getting threatening messages, about my account being sent to a debt recovery agency. I call the number on the message which starts an automated message telling you you can pay online then says hold on the line to speak to an advisor and cuts you off everytime. A few days later I get another message saying call the same number and we may be able to lower your bill, I call and get cut off again. I found a different number online and rang that then get passed around between four different people before someone would help me. I ended up talking to the collections department, I explained that I had no income and wouldn't be able to pay anything and spent the next 10 minutes with the advisor saying "if you pay this much today" and me replying "I have no income" on a loop. Eventually the lady said if I could pay £70 today they would credit the rest owed (around £30-£40). I told them I would see if I could borrow the money from somewhere and get back to them. My dad kindly agreed to lend me the money so I rang back about an hour after the last call only to find out the collections department closes earlier than the others so they'd send an email to the lady I'd dealt with earlier asking her to ring me tomorrow. The day after i don't get a phone call so I call them instead only to find it's impossible to speak to the same advisor for some reason and they can't do the credit. I then get another message saying I didn't pay the make the agreed payment of £70 and that it would affect my credit file. Now I'm sat here after spending two days on the phone to virgin and getting absolutely nowhere, apparently with a worse credit rating than if I'd just ignored the debt”

Helpful Report

Posted 4 years ago

“Virgin media is an absolute disgrace, they outsource their call centres to India, & the Philippines, this can be problematic because the people can’t even talk properly English and they disconnect you. I found Virgin Media to be extremely difficult to deal with, I will never use Virgin Media because of the after sales service.”

Helpful Report

Posted 4 years ago

“I am writing as I am a freelance graphic designer and because of the virus have been working from home for the last 8-9 weeks. My contract was coming to an end and would have gone for cheaper alternative, but because of my work I wasn’t sure if switchover would go smoothly in terms of getting engineer out so I signed up to a new Virgin Media contract for 12 months. I wrongly presumed that my new contract included home calls during the week and appreciate that I should have asked more questions, but what troubles me is my monthly bills were £33, £33, £33, £33 then jumped to £90 as lockdown began and then today I got a bill for £279 for last month. I stopped using the landline immediately as soon after I received the £90 bill, but was to late unfortunately. I have tried to explain to Virgin Media that this is a large amount and why wasn’t I notified that my bill have jumped by more than 8x it’s normal amount. Also I had just signed up to a new contract with them so where is the good faith / loyalty…. maybe I am naive to think this. Virgins response to my complaint = zero sympathy and can’t do anything and was offered a £10 ‘as a good faith voucher'. I won’t be using or recommending Virgin Media again.”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,320 reviews