Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,321 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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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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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

“When a close relative died I had to cancel their Virgin media broadband and TV account. Lengthy protests they insisted that they were paid a £240 cancellation fee. They ironically were adamant that they care about their customers.”

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Posted 2 years ago

“Bad COMMUNICATION after 3 months No internet installed . Promised compensation having to get more data from out mobile phones. Never recieved internet nor compensation. WOULD NEVER RECOMMEND.”

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Posted 2 years ago

“A very bad service. Never trust the customer service. Today I rang to say that one of the rooms in the house does not have any internet connection. They offered me to solve this problem and add a SIM card with only 10 pounds extra. Then half an hour later they rang to change the price and changed my account package. I explained that they gave me wring information but they did not listen and insisted on changing my account without my consent”

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Posted 2 years ago

“Finally, after 10 years of bad service and prices just going up and up, there is a new (Fibre cable) half the price alternative "Community Fibre", so I spent the whole of yesterday trying to give 30 days notice to cancel, first by phone (that was the first wasted hour) and finally they hung up on me, then I went online to their chat (another wasted hour), I tried texting (as they advised on their site) they kept asking me the same 10 questions, individually / relatedly for about 2 hours, then they passed me to WhatsApp, asking me the same, individually / relatedly for about 2 hours, and then finally they told me (after 9 hours of this) that all their agents had gone home at 5, now this morning they have started asking the same questions again (which I have already answered all of them about 20 times, 1 by 1 (at about 5-minute intervals)”

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Posted 2 years ago

“Poor internet connection and unprofessional customer service. Not reliable. I moved home recently and notified VM well in time. I was assured in every communication that the installation is going as per initially planned date and nearly 1 business day before I was given the shock by email that the installation has been postponed. I stayed on calls for hours without a resolution or support for the time being. No one apologies either for this mess. Another disappointment came in when my connection was disconnected a day before expected despite my special instructions to the web chat team when I notified about the move. My wife and i work from home and dependent on internet. Rather than working and thinking out our move I again stayed on calls for hours to get this sorted. Not surprised that had not received a satisfactory resolution. I had to buy a temporary portable WiFi from another provider for interim internet service. My installation was rescheduled twice and now temporarily suspended till further notice. We have now moved to another reliable provider.”

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Posted 2 years ago

“Just shocking customer service! product is good but anything where you have to call or email or text or wats ap ...forget it, you'll go round in circles for hours get cut off and get no where.”

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Posted 2 years ago

“If I could give zero stars I would If I could give zero stars I would. 3 whole days on their ‘helpline’ and over 300 WhatsApp messages and still no answer to a really simple question. HOW do I leave? I refuse to pay double the price they are advertising to new customers”

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Posted 2 years ago

“Don't go with Virgin Media. Just don't. The customer service is the worst I've ever come across. Everything went wrong. After our modem box went wrong a year ago, they did everything except provide us with a new one. Nothing helped to repair the fault. WiFi is awful, slow and you can't get it at the back of the house, despite them sending us pods to correct it. I did note that Virgin do not guarantee their WiFi. Broadband is fine if you are cabled, but who cables their equipment these days? The TV service is getting worse, channels cancelling every week. So after a year, we cancelled. Even that went badly. They sent us a bill for a landline only service, which they said we'd signed (we hadn't). So that was another hour on the phone, including one cut off. If they can't sell you anything, then they cut you off. It happens too often to be an accident. Their online live chat, isn't. You're told to contact them on What's App instead. They don't have an email on which you can contact them. They want their kit back, which is fine, but none of the links in the email they sent (twice) worked. I've sent for a pack to return the stuff, but I'm not holding my breath. Don't do it. You'll be sorry if you do.”

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Posted 2 years ago

“Cut my landline without telling me,six months later they say case is closed.When I flipped out they sent rude engineer who agreed they'd failed to reconnect after 8 visits and tried to bully me into having phone plugged into router instead of cable .I explained that would involve having the phone on the floor under a table and I preferred to use the socket and was told virgin was planning to force all customers to go the router route in September 2022 .Fairytale.He just couldn't be bothered to do the outside repair.No idea what happened next because he stormed off A truly useless company.Internet and TV constantly malfunctioning,prices rising .. Avoid”

Helpful Report

Posted 2 years ago

“WORST CUSTOMER SERVICE EVER!! Avoid - avoid - avoid, stay away from Virgin sales men and support, they are the cancer of Broadband”

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Posted 2 years ago

“Virgin broadband team has been the most unreliable, unprofessional team, i lost my internet on Jan 16th, had three engineers attend, and was unable to fix it as their no connection in the Alpha End(0ther several tenants had the same issues). I received more than five texts stating they would be coming to do some work/ draw wire or line in the area and the kept going on until Feb 16th (bear in mind no one had the common sense to contact and update me/ or even follow up on the issue/compliant rasied) Now I want to leave the contract the are telling stories and moving me from pillar to post. Alos noticed that each time I called and complained NO STAFF LEFT NOTE so that someone else can follow up. Today is 15th March 2022 and am still trying to get out of broadband that stopped working since the 16th of Jan 2022. Now, they are asking me to pay more than £100 for a service I have not used for over a month!. Am email states I should receive compensation of £8 every day and still not received this. Virgin Media is always attaching connections to BT Lines as they do not have their own, so when issues arise that struggle to fix!”

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Posted 2 years ago

“This absolutely horrible customer services.”

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Posted 2 years ago

“I genuinely don't understand why internet providers continue to do this whole thing where they offer better deals for new customers only. As a loyal customer you would expect to get better, if not, then at least the same offers but no? i called customer services to ask about better deals but none were available. I had already gotten to the end of my contract so i went ahead and signed up for another internet provider and then when calling again to cancel, they then offer better deals. literally what is the point? Why not actually allow customers to plan out their days and contracts etc? I would then need to call the internet provider B i had signed up to, cancel that contract instead? What is the point of all this extra hassle? if you allow customers to even stay at the same level with the same deal with 0 hassle, i assure you would have plenty of customers staying. You wouldn't even have to give them a discount. It's the worst system. Please get it together - because it's ridiculous how you're playing customers around like this. I had the customer services person saying "well it sounds like extra hassle to me to have another engineer come round rather than just calling them to cancel your contract and staying with us" yeah believe it or not, I don't reserve days to phone the customer services hotlines of various internet providers. jumping back and forth to sort out something that we all know could have an easy fix?”

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Posted 2 years ago

“If I could give 0 stars, I would. This was the poorest customer service I have ever experienced in any brand whatsoever. I attempted to change internet providers to Virgin and was left without internet for 1 month due to delays in 'works in the area', the installation date was pushed back twice the DAY before. At a time when there are people who work from home and rely on the internet. TERRIBLE. Do not use this company!”

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Posted 2 years ago

“Dishonest company with non existent customer services. I called them approx 10 days ago to cancel my phone/tv/broadband (I am out of contract so gave 30 days notice), I was told on the phone this had been done, I was given the date it would be disconnected, told I would receive an email confirming this, and would need to send my equipment back once disconnected. Yesterday I remembered that I hadn't received the email confirmation so contacted them on WhatsApp to check that it had been done, I was told they have no record of me cancelling!!!!!! They said they would need to transfer me to customer relations, had a message on WhatsApp this morning asking if I still needed help, said yes, got through to someone again eventually to be told they would transfer me to customer relations?! Seem to be going round in circles. I know I could call them and probably talk to someone quicker but I want a record of conversations in writing as on the phone they appear to tell you something has been done but not actually do it. Have been with virgin for 15+ years and eventually got sick of constantly being ripped off when new customers can get deals for less than half what they charge long standing customers. Possibly the worst company I have ever had the misfortune to deal with.”

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Posted 2 years ago

“Horrendous customer service. Worst experience that I’ve ever had. The broadband is also rubbish. They often don’t process changes and cancellations then tell you they ‘have no record of a call’”

Helpful Report

Posted 2 years ago

“Absolutely disgusted by Virgin Media DO NOT USE AS A PROVIDER. I’ve had an ongoing complaint with them since November. They confirmed they have to resolve complaints within 14 days and in January as it had been 2 months they took full responsibility of their internal failings and cleared the full balance on my account (I received a letter in Jan confirming this). Virgin illegally sent my account balance to an external debt collection company when the complaint was still active and without my knowledge. They apologised and admitted their error and said their Credit File Amendments team would remove this from my credit record within 21 days. 2 months later and multiple emails to that team, they have not responded once or tried to resolve. After calling Virgin multiple times this month they said the balance they confirmed they cleared in January is still pending and their Credit File Amendments team haven’t resolved their error. The worse customer service of any company that have damaged my credit record through no fault of my own and after 4 months I’m still chasing them to resolve!!”

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Posted 2 years ago

“With no notification at all (monthly email with my package price) my bill increased by £10. After calling and speaking to Ryan he offered me a price of £42. Very upset to find £55 had been swiped from my account. After getting in touch I was told that Ryan hasn't amended the price and there is NO £42 deal. I was also told this would be 'investigated'.. it hasn't and it isn't going to be. Now this company has the cheek to send me a letter to say their email of price increase 'hadn't gone through'.. (I was getting them all the time before) Anyway, it gets better.. they now want £60 from me.”

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Posted 2 years ago

“Terrible customer support...just an all around dumpster fire. It's taking more than a week to close a simple work order and they refuse to offer any additional help "until the work order is closed", which is entirely a back end administrative process that is entirely in their hands.”

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Posted 2 years ago

“Well so far I have been on their chat service for over an hour and still no response from anyone. Absolutely shocking customer service”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,321 reviews