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

Visit Website

Write Your review

Tell us how Virgin Media made you happy

Minimum 10 characters

Would you like to add a photos or videos?

Strengthen your review by uploading photos & videos.

Drag files here or browse

(Supported files: jpg, png, mpeg, ogg, mp4 & webm)

What's your name?

Leave this blank if you'd like to publish your review anonymously.

(Optional)

What's your email?

We need your email address to verify that your review is genuine

Please note that we may share your email with the company to verify your order.

"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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“I made the mistake of using virgin support live chat (trying to phone them is a nightmare, tired email, the system doesn't recognise my email address anymore) to sort out land-line phone fault. After two long days and sore fingers, still not sorted out. If you have to deal with virgin support, then have victim support and a brandy on standby. In this day and age they are reducing their resources, by walk in shops closing, cheap to run overseas call centres (you get what you pay for with them). Next I expect they will be using acronyms for everything. Just think, Virgin Media will be VM, Virgin Support will be VS. I suggest they change their company name completely to, Company Resources Appear Poor (CRAP) it would be more appropriate. I will be moving my business somewhere else, if i can get hold of anyone who can cancel my account. Because its clear virgin media "don't give a dam" about customer service in any way, shape or form.”

Helpful Report

Posted 4 years ago

“This company gives the worst customer service you will find. They are obstructive and unhelpful, that’s after you have waited for an unacceptable time to have your call answered and been given the pass around to different departments, trying to communicate with some of the people who hardly speak English. For a communications company it is appalling and if the bosses read these feedbacks they also should be ashamed of themselves”

Helpful Report

Posted 4 years ago

“Worst supplier and customer service always tricks you to hold in contract”

Helpful Report

Posted 4 years ago

“"Service " if You can call that. My connectivity is less than 50%. Its a nightmare.”

Helpful Report

Posted 4 years ago

“Absolutely livid with Virgin Media. I have been a 'customer' for over 6 years, and have never had such a poor customer experience as over the past month or so. In that 6 years, I have always paid by DD, on time, to the tune of at least £6k over that period. You would think that might make you entitled to be treated well. Think again. Just after lockdown, my monthly bill went up to £115. I called them, as football had already been put on hold, to get a discount as I have Sky and BT Sports. I was told that no discounts for the football were available...however managed to get a small discount back to £95 by agreeing to a new 12 month contract. Two weeks later, I stumbled across a 'sports credit' offer for Virgin customers. Issue number one...this should have been pushed out to sports subscribers, not left it up to us to look for it. Anyway, they offered a credit of about £37 per month as long as the football wasn't on. In April they applied the credit, however in May they took out the full £95. Called VM, and a helpful guy made up some bizarre excuse for the credit not being applied. Said I could do a DD indemnity, or he would apply the credit to June, taking the June bill to £19.95. Unsurprisingly, when I checked the bill was still £57. I tried to call, got cut off twice, so cancelled my DD and sent the first of SIX online complaint emails...to which I have never received a reply. At their twitter teams suggestion, I used the SMS service to request a call. Again, zero responses to FIVE requests. All the time my frustration grew. I then received a letter saying they had been trying to call me. It turns out that our (Virgin) landline had a fault (although they have both our mobile numbers as well, we didn't receive a call on them). Then, last Tuesday we got home and Virgin had left a message on our landline which seemed to be working again. Assuming they would call back again, and given the nightmare in trying to reach anyone at VM, we waited for a call so we could get them to correct the June bill, and then I would pay and restore the DD...all our unanswered comms were to this effect. On the Thursday evening, I get a call from VM - an Indian call centre - on my mobile (so presumably they could have called my mobile when the Virgin line was faulty (and shouldn't they know if it is??), and threatened me with disconnection! Having paid on time for 6 years. Frustrated, I said I required a call from a manager. That never happened. Two more online complaint firms sent and not answered. They had also added a late payment fee to the bill! This morning we woke up to no VM TV channels, no broadband etc...despite all these messages outlining the situation, our frustration and setting out the really simple thing that needed to be sorted out. I then called 150, first time the message said the wait was a minute, but waited 15, got through, but was cut off after two minutes. Tried again, told the wait was 3 minutes, got a ring tone after 30...and again cut off. Then, out of the blue (and I suspect WFH agents have been told not to deal with billing issues??) the Indian call centre had called again (on my mobile). Bottom line is that while the guy was sympathetic, he couldn't/wouldn’t put me through to a manager etc...and with kids at home and my wife and I needing to work we need broadband etc...so I had to pay without ever having my grievances even answered once. I now have nothing but hatred for these guys, and the only small pleasure I got from it was putting diary reminder in for the first day next March I can cancel these pr*cks.”

Helpful Report

Posted 4 years ago

“Total thieving scumbags. Creep the price up all the time, keep hold of your money when you leave. Utter filth.”

Helpful Report

Posted 4 years ago

“I tried to port a number and followed standard procedure. Two months and still no one accountable. I've been promised an update via phone or email several times. Never had a call back or an email. Today I've called the customer service for the 8th time in two months and the person that picked my call up answered with a straight 'Can I help?'...”

Helpful Report

Posted 4 years ago

“Trading standards should sort out virgin media. I have used this company in three cities it’s the worst ISP in Britain promises lies and poor service. Overcharging every bad thing you can think of, they are unreal almost a comedy. If you read the terms and conditions of the contract nothing matches the statements made by sales and support is a complete joke. Try any other provider I went to Sky and it has been a dream compared with virgin media. Have given virgin three chances it’s never again, if they were free I would pay elsewhere. Obnoxious from start to finish only when they have pushed you too far do you get someone who cares but can’t actually do anything as it’s out of their hands. NEVER AGAIN IN MY LIFETIME NEVER”

Helpful Report

Posted 4 years ago

“I gave notice as they kept increasing my bill, had it acknowledged 3 times. and then signed up with NOW TV. I returned the equipment then started receiving threatening debtor letters and charges. I tried calling many times but could never speak to the right department. I then wrote several times exposing the situation and never even got a reply. Appalling service, I will never go back.”

Helpful Report

Posted 4 years ago

“Shockingly Bad I've never had issues with Virgin Media until now. My monthly cost are about to rise as I'm at the end of agreement. I called and gave the usual I'm leaving if I don't get a better deal. I was offered a Broadband only deal 200mb which I accepted and arranged to take place on the 6th August. About an hour 2 hours after upgrading I receive a call from someone from Virgin Media explaining I was put on the wrong deal and that he can offer me better. I told him I was happy with my deal and stated I was not interested. This same advisor then called my wifes phone 20 mins or so after speaking to me and explain he would arrange a change in the deal and that she or I didn't have to do anything. My wife unaware as to what he was on about other than he was from Virgin media. I then receive an email with a new deal that I had not agreed to and this was processing on the 8th August. I call Virgin Media and explain I want my original deal and ask for that to be re-instated which the advisor agreed to. I then get an email showing my original agreement was back on 200mb but I am being charged more per month than the original agreement and the upgrade is not taking place again till a later date than originally agreed. So again back on the phone and then this is where things just go out of control. I'm place on hold by a rather rude individual for 30-40mins I then have to hang up and call them again and this time I'm at the end of my tether and tell them to disconnect me. The disconnection is set for the 12th August so again I have to call as this is not fair I agreed an package for the 6th they Virgin Media took it upon themeselves to break that agreement fraudulently as I did not agree. I cannot tell you how many phone calls I have made but trust me there have been many and at least 4 of those occasion they have cut me off and not called me back. I have not been untowards, I have not swore or been rude I just want what I orginally agreed to and have email confirmation too. I have complained and they called me today to further this complaint I said hello they explained who they where and why they were calling and then hung up. Seriously people Virgin Media have took a shockingly bad nose dive their customer service is really really bad. I even had one advisor swear under his breath because I ask to speak with a manager politely. Richard Branson wants to claw back his pennies and putting up my monthly cost and delaying tactics on upgrades is a plan of action.”

Helpful Report

Posted 4 years ago

“I paid for a 100, I get 10 So you make phones calls, again, again, and again, for days and days and days and days and days, and days, and weeks. They lie. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They put you on hold. They ask your details again. They hang up. They will subscribe you behind your back to everything they have to sell, while telling you the contract has been terminated. One will forget to mute his microphone, and tell his cubicle neighbour that you are a UK benchod mother effer. (that's indian/english for being promiscuous with your mother and your sister) The retention team will call you several times a day to beg you back in with false offers. Hindsight is 20/20. They started panicking from the very moment the direct debit was stopped. They finally sent me a UK member of staff, especially just for me, but only after I email bombed the board of CEOs for one weekend, and the entire board got the (hundreds of) messages on the Monday morning. Do not touch Virgindian Merdia.”

Helpful Report

Posted 4 years ago

“Customer service is awful, their new excuse for not wanting to communicate with customers is the covid 19 crisis What are they implying that several of their staff members have the virus and can't work from home, I'm assuming their foreign call centres are all closed? All I wanted to know was when my contract finishes but after several fruitless attempts with online chat (no replies at all) I phoned them 'press 1, press 2, press 1 again then 3 then 4 give us your password. No not that one!' It seems they really don't want to speak to their customers at all. I put in a complaint with them last year about miss selling me a package and just didn't get back to me Wouldn't recommend them to anyone!”

Helpful Report

Posted 4 years ago

“Only ever received 10mbps out of the 100mbps package, when it wasn't being patchy and dropping every 5 minutes. On cancelling, their "retention specialist" called the next day to effectively berate me for 20 minutes and talk over me. Absolutely disgusting customer service.”

Helpful Report

Posted 4 years ago

“Just awful. So many things went wrong and continue to go wrong.”

Helpful Report

Posted 4 years ago

“Probably the worse company had to deal with. After waiting 3h on hold no customer service and no complains dep too. Never again. Stay away folks”

Helpful Report

Posted 4 years ago

“Broadband service is pretty good, but customer service is terrible. Called them to remove TV from my package. Waited 10mins to get to an operator, was asked to wait 20mins before he came back on the line and asked "if we reduced cost would you keep it?" I said "no". Was then put back on hold for a further 20 mins. I was then transferred to another operator and had to start the process again. This then took 20mins more when I was offered a minimal discount on current fees but needed to commit to an 18month contract. I then suggested I would leave Virgin and the operator talked to her supervisor and made a slightly improved offer. Whole thing took over an hour. I am really disappointed with this level of customer service. Come on Virgin, you are better than this!!!”

Helpful Report

Posted 4 years ago

“Bad customer services. Just wanted to amend an installation date, website down, can't amend the date on the app. I've been on the phone for more than 40 minutes, just for amendin the date”

Helpful Report

Posted 4 years ago

“Not bad when working pain in the arse when not and trying to leave took me 16 hours o or 2 days and 8 different operators before they took my notice”

Helpful Report

Posted 4 years ago

“Customer service is awful, any problems at all and you get through to a call centre in Asia who can barely talk English. They fob you off constantly which means you have to call back day after day to resolve any problems. Oh and good luck cancelling, they ignore any phone calls asking to cancel and even cut you off mid conversation. Even after many complaints I’ve had no response. WiFi signal is also terrible.”

Helpful Report

Posted 4 years ago

“I couldn't get through since covid I wanted to cancel my account but couldn't in the end I changed providers now eir/vodaphone/tesco and sky were all answering calls but not virgin and there still billing me when i cancelled the direct debit then they wanted to talk so after all that i still have to give them 30 days notice well i hope they have better luck getting the money out of me than if had service from them robbers”

Helpful Report

Posted 4 years ago

Virgin Media is rated 1.2 based on 2,320 reviews