Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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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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“***AVOID AT ALL COST*** Customer No: 727861705 Took out an 18 month contact with Virgin for 100mb broadband for £26.25pm, but every 3 months I’d receive a letter telling me that they intended to increase my bill by £3. This happened many times and each time it did happen it took a 1-2hr phone call waiting in a queue to remind them of the original 18 month contract. The customer services have been contracted out to India so most occasions you are left trying to resolve the issue with someone with poor English communication skills. When I did eventually get to the end of the last 18 month contract I arranged for immediate disconnection but was then bombarded by text messages and phone calls by someone from the U.K. with perfect English communication skills. They eventually offered me an 18 month contract for 100mb broadband for only £17 but I decided to leave anyway because I know from their previous track record that they will not honour the deal. In total I was with virgin for 8 years, in that time I saw the customer services freefall to a hellish level where I dreaded contacting them. They offer good deals to new customers but treat existing customers in an appalling manner. Getting disconnected from virgin media felt like being told by your doctor that you have been cured of cancer. ***AVOID AT ALL COSTS - THERE ARE FAR BETTER COMPANIES OUT THERE !!! ***”

Helpful Report

Posted 2 years ago

“Currently a 2 star only because internet is fairly reliable. Customer service is terrible and if you want to cancel be prepared for hours on the phone then some stuck up woman trying to ask you a 100 questions because she cannot understand why anyone would want to leave. They do not care at all about customer service and are only money grabbing in every way possible. New virgin 360 interface is horrific and a child could have designed better. In fact standard tv apps are now offering much more than they can so have no need for virgin 360 or the non existing phone line that we pay for. Try and login to the website to change your package and you get the sorry it’s not you it’s us error message that’s been like this for months.”

Helpful Report

Posted 2 years ago

“Rather defecate on my hands and clap than use this provider again. Their customer service is appalling. You cannot use the phone service if you do not have access to your password (which you cannot reset), you cannot call a member of staff and can only communicate via letter and a very intermittent WhatsApp service. I'm livid that I ever gave virgin the time of day as a broadband provider. There seems to be a total disregard and reluctance to communicate with customers. They failed to give me 30 days notice (legal requirement) that the fees would increase from £27 per month to £51. It took over 48 hours to get hold of a member of staff using their portal chat service. The service I did receive was non coherent and misspelled, and did not solve any issues I had.”

Helpful Report

Posted 2 years ago

“I just love paying a fortune to virgin for sky sports with picture quality from the 50’s, they helped me upgrade to HD for a premium of course and the picture is comical”

Helpful Report

Posted 2 years ago

“Waited in all day on my Wife’s 50th Birthday for an engineer to attend, following failure of two previous visits to resolve the problem. No show, no phone call, no confirmation of subsequent revisit, nothing. Needless to say, we’re both fuming.”

Helpful Report

Posted 2 years ago

“Atrocious customer service. Virgin Media are a bunch of theiving criminals, intentionally deceptive, robbing their customers. I would go on but after having been mocked by customer service after several WEEKS of calling and not having the absolute shambles of their billing resolved, after hearing different stories from each of the 8 people I spoke too, I no longer wish to waste my time. I have taken my business elsewhere and you should too. DISGUSTED!!!”

Helpful Report

Posted 2 years ago

“I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!! And this, even after having called them 2 days ago again,wasted more than 1 hour speaking with 4 different services and promised that it has been amended and that a manager would call me.. No one never called me back. Virgin Media should stop using their Indian calling center. Useless”

Helpful Report

Posted 2 years ago

“Virgin representatives have explained that we will be receiving a poor signal at an extortionate monthly price as a response to not signing into a long term contract. We feel that the representatives have attempted to hide the unreasonable break clauses and insinuated that the poor service is the fault of the customer for not signing up for a long term contract. Virgin are knowingly overcharging and under delivering as a tactic to coerce customers into contracts with unreasonable break clauses. The pushy sales techniques targeting vulnerable, low income consumers is a form of large scale extortion, taking advantage of a service (internet) which has now become a necessity for families and individuals to function and source essential services.”

Helpful Report

Posted 2 years ago

“Poor customer service like groundhog day unacceptable waiting times on phone only to be cut off midway through calls starting process again then cut off again”

Helpful Report

Posted 2 years ago

“Be aware of this company!!!! I bought a bundle with mobile and Xbox Series S just before Christmas 15/12/2021, both suppose to be as a gifts for my kids. XBox expecially bacause for my Autistic son. Xbox came with a port HDMI damage, and was not working from beginning. I realised this on Christmas day, and straight called Virgin Media about issue. They wrongly advised me that I should contact Exertis manufacture for exchange, them on the other hand after waiting ages for their response, said that they not deal with exchange, they only supply to Virgin and the Virgin is responsible for any exchange request. Back to Virgin, they still tried to take my time and saing that they will exchange. Firstly they sent of for exchange just a phone without xbox in it. I refused the package and called back to Virgin. They said there was a misunderstanding and they will do another one when the other will come back,I said yes- will wait. After 2 weeks of that situation I was still waithing for invastigation team to call me about all this case and compesation. Nobody bothered to call. Today is 2 months that the case is not resolved, I called today 15/02/2022 Virgin and guess what they said that they can't exchange the XBox, only phone. And if I want to cancel contract, I can. Was not sure if to cry or scream. I was never that depressed in my life. My son started hurting himself because of that Xbox and Virgin was aware of that.... Please don't trust this company. I'm not going to stop on one bad review for sure! Bad experiance ever had!!!!!”

Helpful Report

Posted 2 years ago

“Virgin are a disgrace-You can not leave this company once you sign up.They will ignore /deny having any communication with the customer, ignore letters, utter absolute nonsense on live chat/WhatsApp, will bill you for services after disconnection (that is, if you are able to get disconnected)and the whole process is so so stressful . Other broadband providers will allow the new provider to handle a switchover, but with Virgin Media the customer has to do it....and V.M. will ignore any calls to cancel and carry on billing the customer.It is high time their policies regarding cancelling services are scrutinised and they are taken to task, but meanwhile they will carry on extorting money out of their customers....V.M. are likely to get in touch with me regarding this review telling me to ring 150 to get it sorted....have been doing that for days and got nowhere. I would avoid this company like the plague.”

Helpful Report

Posted 2 years ago

“Broadband outages yet again! Most unreliable service ever!”

Helpful Report

Posted 2 years ago

“The engineer steve was fantastic very well mannered very helpful I want to leave a 10 for everything but you have not asked me to review him why”

Helpful Report

Posted 2 years ago

“Terrible - taking advantage of exiting customers with horrendous prices and terrible customer service. they make it very hard to leave, waiting for hours on the phone . Don't believe the rubbish about fast speeds - BT are just as good for multiple HD devices.”

Helpful Report

Posted 2 years ago

“I cancelled my contract during the recent notification of a price hike. Then a sales rep phoned and spoke to my husband (not to me -- the sales rep only realised he wasn't speaking to the account holder at the end of the conversation) and my husband did not agree to a new a (£3 a month cheaper) 'better deal'. Then I find my cancellation has been cancelled by the sales rep without my agreement or authority when I rang to tell them about my new server. So, I speak to 'retention' again and insist they continue with the agreed cancellation date. That was a week ago. Then yesterday, following my making another phone call to customer service to ask if I could take my existing phone number with me to my new provider, another unasked-for, illicit contract appears in my email. I ring again today and speak to 3 different people and am told that my notes show that I agreed to another contract. I say those notes are incorrect -- I have not agreed to any new contract, I give the dates of my 2 phone calls and their content which was -- a) why has my cancellation been cancelled by a sales rep without my permission -- the cancellation was resumed after an apology and b) can I take my existing phone number with me. Customer services then tried to extend my cancellation date but I insisted that they stick to the original agreed date since I had never asked for it to be changed and that it was Virgin staff changing without my agreement or knowledge and therefore changing the date without my permission was illegal. They then told me that I needed to ask my new provider to contact them. I told them that they already had contacted Virgin several weeks ago. Oh, yes, that's right, said customer services. I then told the customer service operative that I wanted to register how alarmed I was (and still am) by what seems to be illicit activity on my behalf and on my account. If I hadn't gone to check my Virgin email account I would not have known about a new contract being issued (especially since I didn't ask for a new contract or agree to one) -- I don't use the account except to receive Virgin media bill statements. I am at a loss to know what is happening except there seems to be a problem with their sales team issuing new contracts independent of me agreeing to them or even having any contact with them. It's been a salutary and deeply troubling experience.”

Helpful Report

Posted 2 years ago

“Ordered one iPhone 13 pro which supposed to be delivered on 13 January, yodel delivered it to somewhere else and after one Month of communication and investigation Virgiin Media make me to pay nearly 50 pounds a month for the next 2 years what I have never received!!!!!! Useless customer service!!!!!”

Helpful Report

Posted 2 years ago

“I signed up a new contract today and the customer service agent called Daniel assisted me very well. The company (VM) should have more agents like him.”

Helpful Report

Posted 2 years ago

“If there was an option to select a zero I would do so. Service is absolutely atrocious! I cannot believe the mess I have had to deal with since my attempt at an upgrade. The phone that was ordered was never delivered by their choice delivery service Yodel that later informed the item could not be located. After many lengthy calls to customer service to provide a solution and some assistance, I kept being put through to sales departments and given poor or inadequate service. No one at Virgin Media seemed able to provide any sort of solution. Every time I would phone I would be told that the order would be delivered that same day in the afternoon and it never happened. I requested a cancellation twice within the 14 day period, send complaints online and via post to their complaints department and today I found that my account was debited for a device I did not receive and insurance protection for the same. Prior to this, I made it clear I no longer wished to remain a customer and requested again a cancellation of the order, my mobile number and account. My mobile number is no longer operational as of the 25/01/22 thankfully and yet it is rather perplexing how Virgin Media still manages to debit my account! In the middle of this confusing mess, I received a text that Virgin Media had applied 20GB data unlimited texts to my account without discussing it with me! How is this even permitted? I have sent a complaint to Ofcom and have been advised on the steps to take should VM fail to respond to my complaints. I was informed by an advisor today that the team would update me on clearing the active status on the account (apparently an agreement is active even though the order is lost and despite my cancellation requests) within 3 to 5 working days. After 4 weeks of ridiculous amounts of time wasted on 45-60 minute calls, poor, horrendous service and lack of communication, I have had it. Words cannot explain how this has drained me of energy to the point where I decided to buy the phone and simply get a data plan contract with another service provider! Never again! I cannot wait to have this matter finalised positively and in my favour because I am the one who has been disappointed and let down as a (former) customer! Should this mess continue I will escalate the matter as advised by Ofcom. I strongly suggest that the service quality of this provider and the training given to most of their staff be seriously reviewed. I have no faith in ever committing to a contract again. There is a communication gap in this company and customers should be able to be updated on queries raised but no one seems to care unless you are a new customer! I wish anyone who decides to sign with VM a lot of luck! You will need it! Good thing I believe in keeping proof of my conversations and correspondence with VM which they were always made aware of. Goodness I really wish this to end asap! I strongly suggest they open up stores or else the service will remain below standard.”

Helpful Report

Posted 2 years ago

“Horrible company. Too many bad experiences to list. But just one takes the cake. I wanted to leave them for many reasons which I won't go into here. So I ring up and check what the cancellation fee will be. They tell me that there won't be one so I sign up with another provider and ring back 5 days later to cancel and am told that in fact there will be a rather sizable cancellation fee. Nice work pulling the old bait and switch VM, but I should have expected it from a bunch of scammers like you. Still trying to work out if I can take this to small claims.”

Helpful Report

Posted 2 years ago

“I am so mad with Virgin media for talking my elderly father into signing up for their full media package. I thought the days of cold calling were in the past. It's obvious that the majority of pensioners are so polite that they just don't know how to say no. As soon as he told me I insisted he cancel because he had no reason to change his current package. He did so the next day and had an email confirming "cancellation of your order". Nowhere did it say that the full package actually consists of TV and broadband with Virgin but mobile phone with O2, so he would have to ring to cancel with them also. If one man from Virgin signs you up with the "complete package" then that's who you presume your contract is with Even the helpful store advisor in the O2 shop agreed that the ambiguity of their cancellation letter wasn't clear. So thank you Virgin, for being responsible for the upset my dad had when, a month after cancellation, he receives a bill from O2 also containing threats of having a bad credit rating. And yes I do hold Virgin and not O2 responsible, because it was your sales advisor and department who A) didn't make it clear it was a joint pacakge with themselves and another company and B) shouldn't be getting pensioners to sign up for things which they haven't requested in the first place.”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,320 reviews