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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“Worst internet connection and worst customer service I have been speaking months and months to virgin media business with regard to the issue I have with an internet connection no one has bothered about my business or my work or any... i have been told them the reason I have got a business account and the connection is ups and downs for many days and weeks now . , no one is bothered about the my business and if there is not internet I cannot work and I’m using my mobile data to run it which is gonna cost me a lot.. I don’t have any more patience on this matter , I definitely need a compensation on this .. please can someone looking to this matter and revert to me soon .. One more thing they said that they have sent the engineer but no one has come for last three weeks .. sorry I’m fed up with these guys ...”

Helpful Report

Posted 5 years ago

“My download speed is slow from month… My download speed is slow from month 150mb-160mb i pay for 350mb vivid. I complaint to complaint team Virgin media, Ok today they call me, I'm talking to Lisa, British woman. 50 minutes of useless conversation, OK, I asked for a connection to a supervisor, this was even more useless! the conversation was short, I felt that I was talking with some teenager or child, Next real Brexiteer Brit useless! so I said goodbye to rubbish virgin media service. I have not heard anything like this before, to submit a complaint on the complaint team, Haha. You pay for service and they are still arrogant. Time for these brexiteers Eu to destroyed them!!!!!!!!! The English Eldorado laziness ended!!! Time for Scotland and Northern Ireland to leave This arrogant shameful and racist English island!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!”

Helpful Report

Posted 5 years ago

“Worst customer services, the foreign call centres don't care, they are not even Virgin Media call centres, they are another company all outsourced and none of them cares. They argue, disagree and take offence at everything. Overcharge you and didn't tell me that I was going to be charged two months in advance, yes £129.00 for the first bill. They don't charge installation, instead, they call it activation and still charge you £25, keep clear of this disgrace of a company who last year was fined for overcharging by Ofcom £13 million.”

Helpful Report

Posted 5 years ago

“Do yourself a favor and AVOID***** I wish I was smart enough to see the reviews before entering a contract!! I am now trapped in with the worst internet and their answer is "it is within the contract that you will not always have internet and it is normal to have service cutouts" "our service guarantee only wire connection and not WiFi" If yo are idiot you will sign with virgin after seeing this.... you might be lucky and your area is good with them, but if not then you have taken 100% Risk!!”

Helpful Report

Posted 5 years ago

“This company kept me on hold for an hour, they think of no one but themselves, the worst customer service I have ever experienced. I am giving them one star, which they don't deserve, because I am not allowed to give zero. They have convinced me to find another provider”

Helpful Report

Posted 5 years ago

“Having my services suspended for the5th time in 5 months and paying my bill on time i could'nt understand why till i heard thru one of the several promp button i pressed whilst trying to get thru to someone normal?it said i had used £55.00 on an app? cut it short , i had been playing texas holdem poker which it says is a free game? and it gives you 1,000 free tokens when you start the game and if you lose them you have to buy more if you wish?not a chance me coz i dont really know how to play it and certainly would'nt waste my money on it. i nearly fell thru the floor when i spoke to customer services and they told me id been charged 320.00 over the 5 month perioud since joining them? ie- thats why they keep suspending my services kept going over my credit limit? once 5 days after paying my bill.Iv spoke to 3 managers and they say i must have bought tokens and to make it worse? they are telling me that i had to put a 4 didgit pin in b4 i purchase these so called tokens? i swore i had'nt coz it dose'nt give me that oppotunity anyway. top and bottom is that they wont come to see me so i can prove it dont let me or ask for a pin or To see if the box is faulty, and they now say my complaints proceedure i s over. Disgrace. anybody had the same problem? or anybody got an idea what i can do? please? free games it also says. thanks sir richard the peoples man?”

Helpful Report

Posted 5 years ago

“EVERYTHING HAS GONE WRONG..complete blackout on internet/phone/TV for over 7 days and counting....it will be a nightmare in customer service....YOU HAVE BEEN WARNED ...ruined my life as I WFH”

Helpful Report

Posted 5 years ago

“When my Panasonic television set started flickering and no adjustments or rebooting would correct it, Virgin Media assured me there was no fault on their side and that I had the most up-to-date hub. I therefore believed (as they suggested) that my TV was at fault and replaced it - but the new TV also flickered constantly. I discovered then that there had since been two router updates: the most recent resolves the problem, which means I purchased a new TV for nothing. There is no recognition of this, financial or otherwise. Virgin Media is at fault and the customer pays heavily. I am now looking for a more honest alternative.”

Helpful Report

Posted 5 years ago

“Avoid at all cost. Customer Service is absolutely diabolical. The training of these agents must be extremely poor. They don’t listen, speak over you and pass you from one agent to another, thats if you can speak to one as the wait times are the worst I’ve come across.”

Helpful Report

Posted 5 years ago

“complained about broadband not working, i was told that i needed 100gig for my area, they put my price up for this service. after two weeks told virgin broadband that this was still not working, i told them to cancel the broadband,they told me that i have to keep the contract 18 months i contacted virgin, i was put on hold one hour and six minutes, someone i was treat so badly from this person that my wife had to take me to hospital with high blood pressure , i am a veteran war pensioner with severe p,t,s, disorder, when a complaint was lodged, virgin gave me £50.00 for the trouble they caused, then they repeated there hard line tactics,again this was very upsetting for me, i am left with no broadband and no landline working, my original contract was to end june 2019, i think this is a total disgrace and not legal. not fit for service.”

Helpful Report

Posted 5 years ago

“Unbelievably rubish. I have not even got my account yet and I already want to leave. After a guaranteed install date; 5 working days after going though the set up process I am still waiting 2 weeks and many calls later. I have just called and spoken to someone in Manila and apparently they cannot give me an install until I have an account number. Which needs to be generated in India by the accounts team. Now another guarantee.. 24-48 hours I will have an install date.... why give guarantees which can’t be lived up to?? Just tell your customers what is the actual time for instal in the first place”

Helpful Report

Posted 5 years ago

“Absolutely disgusting customer service!! I've spoken to at least 8 different people today and every single one of them has been so rude. They don't actually listen They shout over you And when you say because of the rubbish service you are considering leaving you get told to do it!! You get passed from pillar to post and still no sign of problem being resolved. So story begins on 17th April. Man comes out to put upgraded boxes in. He couldn't do it because signal was really low! We needed the wires to be pulled (whatever that means ) Was told this was going to be done before man came back today to put new boxes in ( 14th May ) Man knocks to inform me he couldn't pull the wires because the actual station for all these wires is in a gated alley way and he can't gain access because the gates are locked!! Now this is the best part!! One customer service idiot told us it was our job to get a key to gain access to this alley way!! This alley way is 2 streets away and nothing to do with us!! They want us to knock on strangers doors and ask for the keys!! As if people are just gonna give them to us!! Anyway rant over Do yourself a big favour and use another company because these are useless!!”

Helpful Report

Posted 5 years ago

“Overall broadband speed is high but never get the full advertised speed. We need to know if the speed slows down at peak times.”

Helpful Report

Posted 5 years ago

“After being a loyal customer for 10 years and I felt that I just have had enough of this arrogant company! Customer service takes a bit of time to navegate and connect. The agents are abroad and they can't do very much, you have to have them reconnect you back to the UK by asking to speak to a superviser for anything complex. The Hub 3 is a dreadful piece of equipment. Constantly dropping connection, limited wifi range and limitations on what you can do with it. Don't believe the intellegent wifi marketing rubbish, it did not make any difference to us! The last 5 months I had 4 increases!! My 50mb connection was in contract at £22 then £24.50, then £33 then £35.75!! A 62% increase!! The year before, I was paying £18. 200% increase in the space of a year and a half!!! Apart from masive increases, the thing that pi££ed me off the most was mid contract increase!! Now, this should be illegal! I have now changed over to NowTV BB and am getting 50% more download and 600% increase in upload speed for a lot less and 6 months entertainment Pack free! Although I still believe that they have a mid contract increase! After all the casbacks and incentives I am paying about £15! Lets see where the next 12 months take me!!”

Helpful Report

Posted 5 years ago

“You’re customer care is very bad .your company charges me 12£ for nothing . and I call them and one lady she said for customer care she said: she’s done care about my complain and she’s just having fun with my language. Virgin media is very bad company I really don’t want to her something with this company .”

Helpful Report

Posted 5 years ago

“Every thing lousy service towards customers 3weeks and still waiting with no tv or inter net”

Helpful Report

Posted 5 years ago

“Would not recommend virgin media had nothing but problems from day 1 of install had to be run of a temporary line of next door after 2 months of phoning and them sending the wrong people out for the job i finally got my new cable dug and installed in the mean time did not have a phone line but still got charged for a phoneline i did not have i have made countless phone calls to virgin media to get my money back and did not get a full refund instead i got £3 and a £8 credit i then logged a complaint for the rest of my money for services that were not provided at the time to be told i would get a call back from the manager within 24 - 72 hours that was 2 weeks ago I’m taking to social media and review pages due to the complete lack of communication from virgin media and sheer poor customer service provided by them this is still on going and has been since February as virgin media are just an absolute nightmare id advise you to AVOID THEM as ones they sign you up all they care about is about taking your money out of your account each month regardless if you have your services they should be providing or not good luck calling them as well on hour for 45mins to 2 hours then get absolutely no were with them when they do answer the phone and if you have a problem you will have to pester then with phone call after phone call or else nothing will get done !!!”

Helpful Report

Posted 5 years ago

“Virgin media are the best provider in my area, however they are very expensive and do not look after their existing customers very well. The broadband is amazingly fast, but when it goes down its a real pain to get someone to fix it, lots of phone calls to international calls centres are really annoying.”

Helpful Report

Posted 5 years ago

“Dear Virgin Media, I set up a direct debit in March with your own employee who also generously gave us £50 credit which with the installing fee and first month of service would cancel out the first bill. We set up a £27 broadband + phone service and first of all, your staff installed the modem and nothing else. Fine. As I mentioned, direct debit has been set there, in person by your employee and myself. One week ago you are calling me to tell me i need to pay £80 of late fees. I sent 3 complaints so far to tell you I am not paying late fees for your mistake but I am happy to pay for the one existing month of service (one was paid in credit). In spite of this, i still pay £44 I received as my negative balance today as I imagined you forgot about the credit but at least got rid of the late fees. That would have been OK. Dodgy, granted- but ok. BUT NO. Immediately after that, I receive another bill to £77. Nobody is answering the phone, nobody is responding to your messaging service, nobody is picking up the complaint meanwhile my internet home is down. This is so bad I am in disbelief”

Helpful Report

Posted 5 years ago

“First call to CS was 23 minutes so I hung up and try again. I am on 31 minutes waiting and counting. They should be ashamed of themselves. Terrible customer service.”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews