Virgin Media Reviews

Name: Virgin Media
Rating: 1.16

1.2 Rating 2,320 Reviews

3 %

of reviewers recommend Virgin Media

Company Reviews

Questions

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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“very slow broadband bad customer service very often internet interrupts I called technical team to resolve issue they told me engineer come out next week, totally rip off avoid virgin media if you want stress free go with BT”

Helpful Report

Posted 7 years ago

“Rip off for money. No fixed bills. Billing and increasing bills without notice . A bunch of cheats”

Helpful Report

Posted 7 years ago

“I joined virgin media on 17th of March after 12+ years with BT because the TV package looked better. While with BT I had NO internet/broadband issues at all but since being with virgin I have had NO broadband at all. For the first few days I had an Ok broadband in the room where the hub is located but this disappeared if you even thought about going into another room and upstairs is a definite no go area. I phoned the engineers who said I should try manually selecting the best channel on my hub or would need to buy boosters at my own expense. I went through all 13 channels and guess what, still no coverage anywhere other than within 2 feet of the hub. I explained that I never had this issue with BT even though the hub I had was about 2 or 3 years old and I was told that some services from virgin, like the TV packages are better but the broadband might not be so good, but you can’t have it all! I bought the boosters and plugged them in but then the following day lost all service completely. Phoned the engineer again and he said it was an area outage. When I voiced my concerns regarding the fact that after only a couple of weeks with virgin I had experienced more issues than I had with BT for all the years I was with them, I was told that there were always problems but this was to be expected. I was assured my service would be back up and running by that afternoon. I got a text message telling me the issue had been resolved and I could now enjoy the service I pay good money for. Unfortunately, NO I still had no internet at all. Phoned the engineers today and they helpfully told me that I was right, and there was in fact no internet in my house. I was then told that an engineer would need to visit, but they didn’t have anything available until Friday, 4 days later. I said this was not acceptable and asked to speak to customer services so I could terminate my contract. Spoke to customer services who offered £20:00 by way of compensation but I explained that this would not even cover the cost my mobile phone bills going over the data usage let alone my wife’s or my 2 children’s or the cost of boosters needed to be able to use their substandard service. I was then informed that because I had been reasonable and not cancelled my contract when I first called about poor coverage, I was now out of the 14 day cooling off period! I said I did not want to "Cool Off" and I had not just changed my mind, I wanted to cancel because the service I am receiving is not fit for purpose. this pointless conversation went on for what seemed like an eternity with lots of apologies but no action so I ended the conversation with a summary of events that basically it was my fault because I had been too helpful when I spent 4 hours of my life trying out different channels, with me downstairs shouting up to my wife like an idiot, asking "What about now, anything?" and her shouting back at me "Worse", "Worse", "better, wait worse" until I set it back to automatic, and then buying and waiting for boosters which just used more of my 14 day "cooling off" period. I should have not given them the benefit of the doubt, and just cancelled at the earliest opportunity. I can honestly say the I feel real haltered towards virgin media and will never ever ever have a good word to say about them even if by some miracle they are able to get my services up and running again on Friday. I will most definitely not be holding my breath.”

Helpful Report

Posted 7 years ago

“Hi all, I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted. I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days. 5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing. So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service. Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees. So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it. 5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use And the 24th of march I think you have already guess that it was not working!!! I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet. So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!! I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company? I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider. I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!”

Helpful Report

Posted 7 years ago

“Worst customer support and slowest broadband speed I have ever experienced, and I come from Bulgaria, which the Westeners normaly consider a 2nd-rate country. Plus, their services are EXTREMELY overpriced.”

Helpful Report

Posted 7 years ago

“I watch catch up most of the time on TV but every time I want to watch something I can't due to not being available so spend my evening going back and forth then give up. Your prices are outrageous for a service I should receive but dont”

Helpful Report

Posted 7 years ago

“Was mis-sold the TV package by my local Virgin shop. Went in, explicitly told them what I wanted and they said that I was getting what I asked for which was a V6 box, plus multi room. The fitter duly arrived and supplied me with the TiVO boxes, when I queried this he said that was what he was told to fit, rang the shop and they said it must have been an error and they would sort it and ring me back. After a a couple of days no one rang me back so I called customer services who advised the V6 box would only work with their 100mb broadband service and would I like to sign up to that. I had explained in the shop that I was not changing my broadband as I had previously had VM broadband at it was so unreliable and my new provider was giving me good service. I explained this to customer services who said that if I wanted the V6 (as promised) I would need to change. Not happy and not going to happen. Said I could keep the TiVO boxes for a trial on their 30 day money back guarantee. Well my 30 days are up and after some creeping and groveling to my old provider (Sky) I am going back to them for the same price that VM offered. The TiVO boxes are absolute rubbish. I remember when they first came out and they weren't too bad and had it not been for the rubbish broadband I would never have left VM in the first place. The TiVO boxes now have a clunky interface and are so slow it is painful. The services on offer have been reduced and you cant even get channel 4 catch up. Rubbish service, rubbish box. Why does everything Virgin starts end up going to c**p in a handcart.”

Helpful Report

Posted 7 years ago

“I have been sold virgin Media twice now the first time it was already for installation and they backed out to which I asked them not to contact us again due to wasting our time and letting us down saying it was not available in our area after touting for our business. Now a year on a salesman whom knocked on our door convinced us it was available now badgered us into having another go, also informing us it that the reason it was stopped the last time was because the previous occupants of our house had not paid up (even wanted us to tell him where they lived now) this salesman also promised that I would not be liable for any penalty charges for leaving my current provider without notice, (as I had just signed up for eighteen months contract) it was ileagal for them to do this, so like an idiot I signed the form, had the pre installation check by an engineer whom was late after waiting in for more than six hours for him, he said everything was fine. Then on the Friday afternoon I received a message from Virgin Saying that due to no commisoned cabinets available they would not be able to instal on Wednesday as promised and could not give me another date. I finally spoke to a manager who said that they had not had the engineers report back which I did not believe so telephoned the engineer who told me they were lying and the report was sent the same night of the pre installation, This manager wanted me to wait until Monday for this so called missing report, which only left me two days to the installation date and even though they were supposed to be taking over my telephone line they did not even have my landline telephone number so once again we have been left in total limbo by Virgin whom may I add have already set up two active direct debits on my bank account, maybe they hoped we would not have noticed and charged us for their wonderful non existent service as well PLEASE PLEASE if you are reading this take heed of us a pair of gullable pensioners”

Helpful Report

Posted 7 years ago

“Not interested in retaining customers. They hike their prices continuously. It's third the price in the states and better service. I suppose someone has to fund knocker island.”

Helpful Report

Posted 7 years ago

“Paid for Virgin Media's top package with the highest speed broadband for over 2 years to find it didn't work!! Numerous laptops, phones and tablets simply would not connect to the internet, returned to suppliers to be told they worked fine. Called VM numerous times who managed to get the said items to work for a couple of days then they would just disconnect again. A couple of weeks ago rang VM again to be told that we had the wrong hub for our package (this was the one VM sent us!!) New hub sent out and hey presto, everything connects and works fine, so feeling a bit grieved that I had been paying for a service that I didn't receive for 2 years, called again, explained the situation, end result, a not so generous £20 off my next bill, that's all they could offer. Poor guys, really poor, time for a change.”

Helpful Report

Posted 7 years ago

“I have made two complaints about VM service following their on line procedure. Nothing has been done.The service is fine as long as you don't encounter any problems - trying to get anything resolved is a nightmare, I have just been ignored.I have had enough and will be taking my business elsewhere.I would not recommend them”

Helpful Report

Posted 7 years ago

“Rather disappointed with Virgin Media as their website stated that the fibre broadband was available in my area via their post code lookup system - I additionally checked this with one of their employees using their online Chat service and they confirmed it was available. However, when the engineer was due to setup the service at our property which was booked in at almost one month in advance the engineer didn't bother turning up. At the end of the day after waiting in all afternoon for the engineer to show my wife rang Virgin Media in which they stated the service couldn't be installed in our area. The lack of communication is rather disappointing to say the least, as well as the fact that it has cost me in both time and money as I had to pay £30 to cancel the BT line and now I have to pay £20 again to reactivate it. Virgin Media refused to reimburse me for my expenses even though they have mis-sold me the broadband as they stated it was originally available. I've given them two stars as the people on the phone are actually quite nice - however the information they provide is incorrect. Unfortunately, I wouldn't recommend Virgin Media to any friends.”

Helpful Report

Posted 7 years ago

“Have been a VirginMedia customer since the NTL days (15 years). When they work the services are great - broadband and TV. However, when they don't, customer service from VirginMedia is one of the worst I've ever come across. And if your area is over-subscribed, then forget it! Typically over-utilisation issues take months if not years to resolve. Have been suffering from over-utilisation for over a year now, a supposed 200 Mb/s service averages 2-4 Mb/s during evenings and weekends. And there's no end in sight. So before you sign up with VirginMedia, check very carefully whether your area suffers from over-utilisation, if it does, walk away very quickly!”

Helpful Report

Posted 7 years ago

“Absolutely awful, shocking service - shame that I can't rate 0. Enginer has caused damage to the property (finger and footprints on walls, broken door) , I've logged a complaint they have sent someone out to assess the house, the manager has stated that looking at the workmanship the fitter 'had a bad day' .. And now the investigation is complete, no further action to be taken as the fitter has denied all knowledge of the damage he has caused. What a surprise, more shockingly Virgin's customer care can't take the responsibility either as the fitter belongs to the installation team..can you figure this out?! Maybe they should change their name to 'customer we don't care' just want your money. Well I want them to take responsibility and cover the cost of the fitting of a new door not to mention the hours I've spent on the phone and the stress this has caused to my elderly mother-in-law. Is it much to ask from the masters of entertainment? @virginmedia”

Helpful Report

Posted 7 years ago

“after a few years with virgin media it became poor value for money & then two price rises within a year so I switched to BT....I gave the 30 days notice required but Virgin still kept stealing money from my direct debit,until I stopped it!!! wow,then the bills come through with extra charges & then phone calls demanding immediate payment!!!! Customer services say "don't worry I will sort it" but they lie......no response to phone calls or e-mails. I now have to go to the regulator to get my money back. AVOID THIS COMPANY LIKE THE PLAGUE!!!!”

Helpful Report

Posted 7 years ago

“worst broadband service. you can't get wifi next room. call centre cannot help. tv anywhere should be named tv nowhere as it never works on any tablet or any web-browser. even their customer centre couldn't connect with our user and password.”

Helpful Report

Posted 7 years ago

“If you decide a contract with Virgin media is the best option, your mistaken Virgin media is not only expensive but not only is their wifi connection horrible, their phone contracts are overpriced and their customer service is terrible and unhelpful to put it nicely. Would never recommend.”

Helpful Report

Posted 7 years ago

Helpful Report

Posted 7 years ago

“After over 4 weeks since the original install date and 5 separate visits that required time off work I was denied the free installation fee due to the customer service person failing to write the notes on my account. DON'T WASTE YOUR TIME WITH VIRGIN MEDIA!!!”

Helpful Report

Posted 7 years ago

“Was absolutely fine when I was contracted to Virgin media but as soon as contract ran out I was constantly pestered to sign a new contract and refused, ever since my broadband has been running slower and broadband goes down roughly 3 times a month due to "a fault in my area" suspiciously. Is by far one of the worst customer service I have ever had to deal with and I'm sure they are just shutting my Internet off just to pester me into signing a new contract although I can not prove that. They keep raising the prices even when you are contracted so you have to phone up to get a refund and set charges back to original. Contracts DO say that they can lower/raise the charges when ever they want. Final verdict is that the broadband and TV is brilliant but the company is greedy and unhelpful”

Helpful Report

Posted 7 years ago

Virgin Media is rated 1.2 based on 2,320 reviews