Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,321 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

Metrics

1.2

Based on 2,321 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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Virgin Media 1 star review on 18th January 2025

Peter Kolomiets

"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

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

“Worst customer service!!they hung up on me so many times 😡😡they don’t know what to say😡 You will end up paying a crazy amount of money if not watching out for the ending of the contract!!”

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Posted 5 years ago

“Bad customer service. They hung up on me when they couldn’t answer to my questions. Internet connection keeps dropping for hours almost every day. Not happy at all with virgin media.”

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Posted 5 years ago

“Very bad service have been with them 15 years plus i went out of contract and they charging double then before and wont even offer me better package if your a new customer its cheaper not for older customers”

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Posted 5 years ago

“Worst customer service, people don't understand what user is asking and they cut the call if they know what to answer. they will never give reliable answer don't give any acknowledment. They charge with false information. Returning device won't collect and try to put charges on our head”

Helpful Report

Posted 5 years ago

“Worst customer service, stupid T&C to be in the business's favour! very disappointed :( You will end up paying a crazy amount of money if not watching out for the ending of the contract!!”

Helpful Report

Posted 5 years ago

“Account number 888819201 I had only bad experiences with Virgin Media, from start to finish: 1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00. 2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. 3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham. Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence. I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house, i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there. On the way out I dared to challenge the guy about the flying cable outside which was in the way and about putting everything back to the way it was. He kicked the cable with his boot angrily and said to get in touch with Virgin as he's not allowing me to waste his time anymore. 4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that. I informed the lady about this, but said I wouldn't be able to be available soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore. Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this. Really abusive people. I would like to get in touch with a regulatory authority to mention this as I don't think this is good behaviour. I actually think it abusive!!! If anyone is aware of this kind of authority please leave a comment to the review.”

Helpful Report

Posted 5 years ago

“I had only bad experiences with Virgin Media, from start to finish: 1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00. 2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. Really poor communication from Virgin. 3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham. Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence. I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house, i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there. 4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that. I informed the lady about this, but said I wouldn't be able to be available for the installation soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore. Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this. Really abusive people. I made a formal complaint and waiting for a response now.”

Helpful Report

Posted 5 years ago

“I terminated my contract with Virgin Media they did everything possibly to make it as difficult as possible There customer service team just tell you lies AVIOD this company.”

Helpful Report

Posted 5 years ago

“Beware of this company, they don't respect others.. 6 weeks ago I received a phone call from Virgin Media customer service regarding offering me a sim contract. The customer service employee asked me the first question about how often I use my mobile phone and I answered I use the phone mainly for mobile data. She repeated my sentence loudly to her colleagues while laughing and the whole office burst into laugh and she continued asking me another silly question while laughing to make fun of me and her colleagues are laughing. I asked her what are you laughing at and she replied nonsense words while laughing at me. Luckily I recorded the call and sent it to their manager and he apologised and promised to follow up this bizarre humiliating case. After 6 weeks of ignoring me. I asked the manager again . He replied by saying sorry for inconvenience but we dealt with this internally.. I believe that those people laughed at me because of my accent and may be my name being a minority.. Beware this company does not support diversity and doesn't respect people and this made a bunch of employees dare to make fun of a customer.”

Helpful Report

Posted 5 years ago

“I have been overcharged the last two bills with a large margin. I called support three times and was told there was a note to apply the credit to my account, but no answer to why it was not applied in the first place. No reference number or email confirmation could be provided, but they promised the credit would be applied. The new bill arrived today with the incorrect amount again. Canceled the direct debit and made a formal complaint. Worst customer service ever!”

Helpful Report

Posted 5 years ago

“I had a phone call from Virgin media business to install my new boardband. For installation day I must had a day off of work, installation between 8.00 - 17.00 . They send me txt and they emailed me the installaton day and info. Engineers never turned up that day. My business is small and simple. If I work I earn, If I am not work I do not earn. I had a contract with an automotive. I work as an engineer. My hourly rate is pretty high and I work 12 hours a day. technically I lost 1 day. Virgin media make a phone call next day and they told me they sorry about the engineers but they were to busy. I told them I have no time for this and I want to make complain agains now. They told me because I am not their customers they can not register any complain. Find another day for installation. Engineer came and sort out the internet. Couple of days later I called them and explained my loss of the day when engineers missed the appointment. They told me the on complain I can make is against their service. They can not do anything about the missed apointment and my loss. I told them I want to cancell my contract because of the sitation. They told me there is no cool time on internet so they going to charge me 900 ponds. So they do not care if they generate loss to you or your company and they charge you if you want to cancell contract. BRILLIANT!!! Do not use VIRGIN MEDIA BUSSINESS!!!”

Helpful Report

Posted 5 years ago

“Just switched to Virgin Media. The guy fitted connection so unprofessionally and hanging wires, drilled into the wall and didn't fill it up. What a disaster!!! Tried to call them two times and I had to drop after waiting 30 minutes the first time and 40 minutes the second time. We are going to switch back to Sky even with the slow speed their customer service is much better lol Hope Richard Branson reads this!!! If you are looking at this review then your staff is messing around your reputation. I am not sure how long this will survive if you continue doing this.”

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Posted 5 years ago

“Poor customer service and billing. When I terminated my broadband contract they messed up the final bill and then took ages to refund me. They messed up the refund and then started sending me nasty letters.”

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Posted 5 years ago

“Virgin play dirty tactics I wouldn't touch them with a barge poll anymore. Try and leave them and they will try everything under the sun to try and stop you.”

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Posted 5 years ago

“VIRGIN MEDIA SUCKS They have a very long arm to your bank account and a tiny short hand to provide services which is what we are paying for. My land line hasn’t worked for 9 months, had technicians around twice but no changes and they are still charging me. When you call they give you false hope and promises they never keep. There is always extra charges here and there. Their broadband is as fast as I was told. Ridiculous 😤 PLEASE STAY AWAY FROM VIRGIN.”

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Posted 5 years ago

“What a poor service. Overseas call centre where the staff cannot communicate properly. They do not understand the problems being report and inevitably fail to get a resolution. Terribly frustrating.”

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Posted 5 years ago

“DON’T GO TO VIRGIN If I could it would be a zero had Virgin for 1 day and cancelled going back to Bt might cost more but at least it works. Got virgin installed and immediately (same day) had major WiFi issues or lack of it. Customer service is diabolical I called 3 times to god knows where and after 40 minute wait the call handlers dropped the calls. Called back on day 2 again to go knows where India possibly told need to wait 3 days for an engineer. Not good enough I’m afraid so back to good old Bt. Never again dreadful experience so if your thinking of going to virgin I wouldn’t bother.”

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Posted 5 years ago

“I had this ongoing problem with my virgin broadband for months... The internet would cut out now its really running slow.... this company was ok when I first had it .....but now its it's got be one the worst internet providers. 0 out of 10”

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Posted 5 years ago

“The relation between virgin and us is one sided. I could never contact them. The costumer service is very active just before signing the contract. After that they said goodbye and never answered.”

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Posted 5 years ago

“I called the company and the person who answered was very rude, very bad customer service.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,321 reviews