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Virgin Media Reviews

1.2 Rating 2,320 Reviews
3 %
of reviewers recommend Virgin Media
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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Virgin Media 1 star review on 16th October 2024
James Peter Donaghy
Virgin Media 1 star review on 16th October 2024
James Peter Donaghy
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 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
83
Anonymous
Anonymous  // 01/01/2019
In accurate final bill no customer service they are so rude and constantly hang up on you after waiting ages to get through to them. Managers refuse to help and CEO have perfected the art of not being contactable. I have no option but to go to the ombudsman to get a resolution. Stay away from this scam company if I could give the no stars it would still be to much
Helpful Report
Posted 1 year ago
Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started. I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
Helpful Report
Posted 1 year ago
Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
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Posted 1 year ago
The absolutel worst company to deal with. They tell you to set up a direct debit, then when it doesn't get taken from their side, and you end up with a double bill and late charges because OF THEM. they won't take any responsibility. They are all absolutely useless waste of oxygen. FIND ANYONE ELSE TO GO WITH. AVOID
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Posted 1 year ago
Keep well away from.....completely waste of time....
Helpful Report
Posted 1 year ago
I will simply add the email I sent to their Resolution team, so you can see what they are making me go through - still ongoing. "This is getting out of hand, and extremely frustrating. I have dropped the broadband today at a Yodel collection. What I'm really, really frustrated about, is that you keep telling something different, every time. This has been going on for two (2) months now. I only received the collection bag YESTERDAY, after I have contacted you many times to tell you I changed address. Despite that, you KEEP sending me harassing emails and texts in reference to collecting the broadband from my OLD address (2 Fulcher House, N1 5NP). I have called you more than 25 times throughout this 2 months, to tell you the new address, and ask for the check and an itemized bill. I still have not received the check and itemized bill. I called to complain about the harassment emails, as I really wanted to ship the broadband since 6th January (when the service was deactivated) but I only received your collection kit YESTERDAY. Because of this complain, you have said on the phone: "apologies for the inconvenience, we have now removed the £40 charge from your account" Now, you are telling me that this charge has not been removed, which is in contrast with what I was told this week, on the phone. I have been waiting for the check and the itemized bill since the 6th of January, 2023. Since then, I was told many different things - that I was going to receive it via email within 5 days, then they became 10 days, then they became 45 days since disconnection, now they have become 'as soon as the kit is returned'. This has been a nightmare, and I cannot believe I had to call 25 times, just to receive a different information every time, and not only I felt (still feel!) harassed (by your threatening emails and texts with your charge and referring the old address), but also, the only issue that was resolved was that you FINALLY sent me the collection kit to my current address (W13 8HA) yesterday. The rest is still unresolved, and it really has been a long time. Today I called again. You mentioned today I was going to receive the itemized bill (clearly stating the early disconnection charge) by post. That did not happen, and on the phone I was told I will receive the itemized bill by email within 24 hours. I am quite convinced this will not happen since everything you have been informing with has been a lie."
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Posted 1 year ago
We rang Virgin back in January to cancel . Because there broadband was forever going down in my house, not happy need it for work. So they told us we had 3 months till our contract ran out so would have to pay £141.50. So fed up with them ,customer service shocking not bothered after 19yrs as a loyal customer. So gave them 30 days notice. SO we went with sky, installed yesterday thinking Virgin would be cancelled. Today day 31 and noticed Virgin still working on my husbands phone. So rang up Virgin to be told at first it hadn't been cancelled. Wasn't at all pleased asked to speak to cancellations told me tv and broadband was cancelled but because I wanted my home phone number porting to sky I need to give another 30 days. Absolutely appalling customer service DONT SIGN UP TO THESES MONEY GRABBING SO AND SOS .
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Posted 1 year ago
Avoid them at all cost, cost being the key word here. I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it. Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months. I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds. For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what. I'm off to Vodafone for double speed at half the price!
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Posted 1 year ago
Virgin Media, the company here when it is to take your money but can't get a complaint to be resolved! They are liars! Do not go with them. I have been with them for 4 years. Throughout those 4 years i encounterd several issues. Most of them have been dealt with efficiently. Except the lacking of speed and my wifi randomly drop off (still an existing issue). Last year (in June) i had enough of it and wanted to cancel my contract. Spoke to a gentleman who told me i had to paid a cancellation fee if i wanted to cancel now as it was too early(fair enough). I understood i had to cancel it in January. I asked then at the moment to remove tv and phone as we are not using those. He told me that he can add up speed so it shouldn't drop anymore. I kept on asking that would be included in my existing contract as i did not want to renew it or make a new one. I was assured that it was the same contract and i would still be able to cancel in January. Imagine my surprise when in January I was told that i have to pay an early cancellation fee! I called them explaining everything, asking them to listen to the phone recording. The only response i got was how to troubleshoot ny hub so my internet wouldn't drop (like it would even help?! -_-') nothing about the fact that i have been lied to and put into a new contract without my consent. I called about 5 times now. The only thing i got out of them was for me to make another complaint so i can speak to a manager. Was told that i would get a call back the next day at 12pm which obviously did not happened. And when i called back, was told that i have been missed led (so useful). I can't get through to a manager and now have to wait 72hours to get a call back (for my second complaint that i had to do) from a manager... Which let's be honest.. there is 0.5% chance that's gonna happen. Customer Service = 0! Definitely avoid virgin at all cost if you can! They are just ripping people off!!!
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Posted 1 year ago
Wow what an absolute disastrous company. I ordered a package to include net flix. Signed up for 18 months. To then be told 2 months in that Netflix isn’t included and I need to pay extra. After spending an entire day on what’s app and phone they still wanted to charge me more. Even though my contract clearly stated Netflix was included. So I told them to cancel it. They then wanted to charge me £200 cancellation fee. When they are the ones who misold it to me in the first place. Absolute daylight robbery. I am taking them to the ombudsman. This shouldn’t be allowed to happen. Quite shocked to be honest by this company!! Don’t touch them AVOID
Helpful Report
Posted 1 year ago
Apalling customer service, after I was forced to cancel within 24 hours because the company couldn’t even install a working system. Avoid like the plague!!!
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Posted 1 year ago
Worse than Syphilis Unfortunately there is not a minus score. We got the equipment - it never worked. We returned it as instructed. They still wanted us to keep paying them. Now about 2 years on a debt collector is trying to extract the cost of this useless pile of detritus. I have told them to go & boil their bottoms. Virgin should be declared an international terrorist organisation and everyone who owns it or works for it should be publicly executed & their families forced to watch. I would rather contract bubonic plague than so-called Virgin Broadband.
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Posted 1 year ago
Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don’t care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.
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Posted 1 year ago
the engineer sent out today 14th February 2023 was excellent polite helpful and very efficient I feel this young man should have a letter of praise for his outstanding work
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Posted 1 year ago
I am talking to the ombudsman about these clowns. I questioned my account on leaving an address. I had an account for 15 years. When I started asking questions I NEVER received an answer. Ultimately they sent the deadlock letter to my OLD address which they knew I did not live at. They then sold the disputed account to some debt shisters claiming I had not responded. Avoid these people. The worst corporate scum there is. Happy to rob vulnerable people and con existing customers. A bit like dealing with an insurance Company. Dont believe the speed claims either - lies.
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Posted 1 year ago
They make a even simple request difficult I spent 4 hours on chat and phone and still not resolved!! Don't know about internet because never get one. Unprofessional and rude!! AVOID AVOID AVOID this is my honest advice!!!
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Posted 1 year ago
Terrible in every way
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Posted 1 year ago
We had technical problems. Three sets of engineers came at various times but the issue is apparently on the street. The engineers were fine but Virgin communications are terrible. Hours and days going in circles, talking to bots that keep asking the same questions and don't listen to what you have to say if your issue doesn't fit into a preset question and answer framework. The long and short of it is that we have had no TV service since December (=3x months). I made several complaints, and argued we should be refunded to months of no service - Virgin eventually responded by saying they'd as a 'goodwill gesture' waive a month.. but still no service. When contacting them to say we're switching provider, surprise surprise, they show interest. It's very frustrating as a customer - VIrgin are very good at running a 'shop front' but once you're in ... oh boy - and it must be very frustrating for the Virgin staff who presumably have to operate in a thankless firefighting mode.
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Posted 1 year ago
I would give this awful, horrible company with its terrible tech and customer service 0 stars if TrustPilot would allow me to. I had the worst experience of my life dealing with a company as a customer from this company, in the second month of my life in the UK. Shameful service and causes shame to the whole country because of this terrible service. I only went with them because I got a referral from a friend, luckily they didn't have any trouble but once they do, I'm pretty sure they'll come here to write a review just like this one. The customer service agents cannot speak or understand English correctly. The agent, who's name I can't remember, who answered my call when I first contacted VM had entered every single piece of my info incorrectly starting from my email address, last name, and even my contact number which is the one I called from. Funnily enough this person had misspelled the Gmail part of my email address as 'gimail' so I did not get any communication from VM after the initial setup of my contract. And when I called them to ask about the installation appointment, I had to call them 7 times to go through and get it set up. Then the installation appointment got cancelled twice. And finally after almost a month, when the installation person came, they explained to me clearly why I couldn't get VM to my property because there's no wiring that comes into the apartment. I live for rent, so I can't allow them to rewire the apartment, so only thing I could do is cancel it. They managed to waste a good part of a month of my life because they couldn't check in advance whether they have the connection to my address which is what they check at the very beginning when someoneasks to joing them. After this whole thing, they again called me and said they're going to reschedule the appointment to do the installation. The person who called this time too had absolutely no idea what went wrong with the installation. What ridiculous system they have in place, I don't know 🤷‍♂️. And then I had to explain everything and said they need to cancel it. I'm still not sure whether they have cancelled the contract correctly or whether they'll charge me for no reason because as I realise now that's how terrible Virgin Media is. My advice and recommendations to anyone who even thinks about going with VM because they give you good deals is PLEASE DON'T!! If at least one simple thing with your connection or contract goes wrong, you'll have a he'll of a hard time getting it fixed. There are other companies who offer the same services but a bit expensive, but I would highly recommend you go with them because they have so much better service. Finally what I did was I found a good deal for HO online and applied to it. The only reason I didn't go with them in the beginning was because VM was a lot cheaper but ultimately I had to pay the price for choosing a cheap company like VM. I got everything setup online through HO's website and got the connection set up in literally 2 minutes.
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Posted 1 year ago
Virgin media use mafia strong arm tactics to keep your business and offer zero customer service. They entered me into a new contract under false pretences and without my permission costing me time, money, energy and my mental health. They have zero compassion for their customers.
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Posted 1 year ago
Virgin Media is rated 1.2 based on 2,320 reviews