Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,324 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

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Metrics

1.2

Based on 2,324 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

“The worst service provider, let me explain. I activated my package on 20th April 2024. On the 25th of April internet went down. I called their technical team, who are not very technical and they told me it’s an activation issue , we will activate it now, even though it was activated on the 20th and I used it from the 22 to the 25th. An hour later the internet came back. On the 26 TH it disappeared and I mean disappeared not slowed down I am talking 0 coverage. I called their “engineers “who told me we must monitor for 24 hrs !!!! I am supposed to sit for a whole day with no wifi while they monitor remotely ( apparently ) When I questioned why do they not send an engineer they said not our policy and their engineer condescendingly told me they have amazing fiber technology and electromagnetic waves that they manage remotely (basically us peasant do to understand), and I will get live UPDATES from this amazing next level technology they run. Zero update,, 0 wifi for 24 hrs , I called again this time the tech engineer said they still do not have the problem, I asked what test they ran, She had no clue!!!! And Moreover they cannot send an engineer till the 29th afternoon. Note I informed them of the issue on the 25th So 5 was no wifi for a package I had for less than a week. They can not even tell me about their super galactic technologies and the tests they ran. Basically, a lot of bogus just like the Virgin Galactic scam they ran and the then company went bust. They use big term to pretend they have amazing technologies and when you question them they can not even tell a simple test they ran !!! Basically, their technology is if there is a problem let the loser customers wait till it comes back hopefully on its own, and if they question our non-responsive handling of the case we will tell them that our technology is based on remote analysis from the Moon. Stay away from these jokers”

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Posted 9 months ago

“I'm currently facing an issue with Virgin Media. I've been their customer for TV and broadband, but after moving, I found out they don't offer service in my new area. Despite this, they're insisting that I pay for an additional 30 days plus a €300 cancellation fee. I've already requested to terminate my services in writing and am waiting for their email confirmation. The fee is quite steep for me, especially since the lack of service availability isn't due to my choice. Does anyone have advice on how I can handle this or if there are any regulations that might help waive these fees?”

Helpful Report

Posted 9 months ago

“Terrible. Can't deliver what they offer! Stay well away in my opinion”

Helpful Report

Posted 9 months ago

“I was promised by sells person that service will deliver before 1st of May 2025 (thats the only reason i signed up with them as I needed urgent connection). She assured me that she put on priority list. After a week I still hear from the Virgin Media team installation is on 1st of May. They can make any false promise to sign up customer. They changed 3 times outside of house activity work without any valid reason. Whenever I call them, they say it's been rescheduled!! Also the customer service team doesn't know what they doing! Worst experience already with them before even using the broadband.”

Helpful Report

Posted 9 months ago

“They are massively over priced, almost 50% compared to city fibre deals. And when I cancelled they told me I had to give 30 days notice I did, and paid for it, then asked if I could cancel dd they told me yes as I didn't ow any money and that i was up to date! then put a late payment on my credit file as they tried to take more money 🤔 . I think that because they had no competition for years, on Internet speeds they treat there customers terrible and got away with horrendous prices. Very poor service.”

Helpful Report

Posted 9 months ago

“Even after cancelling their terrible service, having given them sufficient notice and waited for my contract to expire to avoid their fees, they still chase you for money, drop calls when you phone to complain and threaten you with bailiffs for non-payment. The worst sort of company, avoid at all costs!”

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Posted 9 months ago

“Constant service cuts of over 24 hours with no previous warning. Completely unreliable, had to pay for a second Internet connection as it was not possible to use this one. Avoid at all costs.”

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Posted 10 months ago

“Customer service is terrible them give you a deal then change the price when you cancel it because try them change the price them try to change you a disconnected fee no wonder they are losing so many people if you disagree with what them say you get disconnected from the call centre Please be aware that you will get harassed by the retention team with lots of prices to stay dong fall for it”

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Posted 10 months ago

“Virgin app is useless, telephone is useless, unable to get through, reply or answer, stay away and go SKY is my opinion.”

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Posted 10 months ago

“I gave this a one star as I can not do a 0 start. Virgin Media does not deserve 1 start! The Customer Service at virgin is absolutely horrendous! They can not communicate clearly!!! I have booked a simple installation for 2 extra boxes, paid for the installation and $ times the Technician has been sent to the job and they have booked the wrong job to be done! I spoken to them on the 1st of April and this is still outstanding, after sending 4 so called Technicans. If you can avoid going with virgin please do so! It is not worth the headache and hassle. In this day and age! Such horrendous Customer service from such a big company is unacceptable!!! Absolutely disgusted with Virgin Media Service!! But yet if you pay your bil 1 day late they want to cut off your services. Absolut JOKE OF a COMPANY!!!!!”

Helpful Report

Posted 10 months ago

“Business model designed to misinform and deceive people. At end of contract they call you with an astronomical price increase and then tell you they are doing you a massive favour by applying a discount to that price. Inevitably this price is more than you were paying but sold as a discount. New customer price was half that of this "discount" but I was told having been with them for 13 years they could not help. This happened last time we renewed and we then received a call back 3 days later having sorted out a new service saying they were going to give us the deal as we were such loyal customers hence still being with them. I queried this practice this timearound and asked if we could skip the charade and just go straight to the best price. I was told this is another team and the two teams are unaware of what each other do so she could not say what the price may be if this call comes. The poor lady sounded flumuxed as if it was the first time a customer had pointed out the sneakiness of the system. We are paying £39 for TV and broadband currently and they genuinely told me the new price was £100 but because I'm so great they were going to do me the amazing deal of £60. I asked to remove the TV part and the price went up instead of down. The staff speak of "this is just how it works" as if there are not people at virgin designing how it works. I wish this was surprising but it seems common practice now that loyalty to a service makes you vulnerable to financial abuse. They just hope you are so busy and stressed that you don't have time to look for a better deal rather than genuinely trying to help you stay afloat in these difficult times.”

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Posted 10 months ago

“The worst company I’ve ever had to deal with. Not getting signal in some parts of the house and after 3 attempts to order pods which they claimed they’ve sent out but had not, I’ve given up and cancelled my contract with them. No organisation within this company. They have lost a customer and I will recommend everyone to avoid Virgin Media!”

Helpful Report

Posted 10 months ago

“Would rate minus if I could. Over 15 years of loyalty to this company for them to put our bill up to £85.51! We only want broadband. No TV or phone. 3 hours of being sent round the houses trying to cancel the service. Being cut of several times having to call back . Not listened too ground hog day time n time again. Avoiding putting us through to cancel by over talking offering different prices from £60.00 - £42.00 but offer new customers deals for under £30.00. Disgusting the way we've been treated. AVOID AVOID. Go to a company that treat you as valued customer.”

Helpful Report

Posted 10 months ago

“poor customer service.”

Helpful Report

Posted 10 months ago

“Virgin media is absolutley appalling at sorting any issues with your broadband, and believe me the more people you talk to they certainly have plenty of issues. I have a package that guarantees a minimum download speed which i only achieve around 20 percent of the time, there is a penalty system in place if they fail to get the system back up and running in a certain time and some how miraculously they also manage to sort it just in time!!! Well ive now been intermitantly getting 0.6 download speed for days its an absolute joke, the T.V stutters and the P.C is nion non existent, not good as I run my own buisness and need the internet for my invoices and emails, lets just hope fibre comes along with another company soon in my area (wiltshire) and I will be gone like a shot! Shame on you virgin!!!!!!”

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Posted 10 months ago

“I am with Virgin media for years. My account was getting to expensive. I phoned and I was told that the cheapest bundle they could give me was £59 pound. That was only a reduction of £20. I phoned today to cancel my package and it took 3 phone calls before I got to cancel it. I am going to talk talk which is £28 a month. The last offer I got from virgin was £37 pounds but that was after I phoned to cancel.”

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Posted 10 months ago

“AWFUL CUSTOMER SERVICE!!! We only contacted them to get a better price, but they insisted on sending out new boxes. They deactivated our existing ones. The new ones won't work because our router is too old. No TV available 4th April. No engineer available until 27th April. Promised a call back from a supervisor, but still waiting 😡 😡 😡”

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Posted 10 months ago

“Sometimes it's good, a lot of times it's rubbish, certainly not as good as they claim”

Helpful Report

Posted 10 months ago

“I was virgin media old customer since 2017. Due to bad service and price increase,I have called them so many time regarding the cancellation however they did not cancel it when I told them to do it. Know they are sending me letters to pay, what’s the point of paying when I am not using the broadband. Bad customer service. I will never recommend virgin media to anybody. When it come to new customer, they do the registration quickly however when it’s about cancelling the contract or leaving virgin media they give excuses because they don’t want the existing customer to leave.”

Helpful Report

Posted 10 months ago

“So poor and unprofessional customers service also impossible to get through”

Helpful Report

Posted 10 months ago

Virgin Media is rated 1.2 based on 2,324 reviews