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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“Virgin Media are a company that are only interested in getting money off you. If you have an issue it is impossible to get anyone to deal with it. You can only speak to an Indian call centre and only then after at least a 1 hour wait for your call to be answered. Even then nothing is done. They are completely impervious to complaint .”

Helpful Report

Posted 3 years ago

“The TV and broadband was faulty from the beginning. Took me hours of calls and almost 5 days to get through to someone who could help, I cancelled the services immediately and Virgin with drew their services without warning despite saying they would contact me first. They then billed me despite being assured they wouldn't on my cancellation call. I called back and was assured that a credit would be raised and received an email to that effect. They then sent another bill the following month. I spoke to someone who said that it should have been credited and they would speak to their manager to ensure it was. They then sent another bill the following month and followed up the same day with an email demanding payment from a debt collector. Another hour on the phone to 2 different people at Virgin the 1st one hung up! Assured it was all fixed. Well we will see if it is! I called the debt collector who also assured me it was fixed. SO TO SUMMARISE A NIGHTMARE COMPANY WHO HAVE WRECKED MY CREDIT RATING THROUGH THEIR TOTAL INCOMPETENCE AVOID AT ALL COSTS!”

Helpful Report

Posted 3 years ago

“1 star is more than you deserve. Virgin tv has completely packed up on me. The earliest you can come out is Wednesday? That says to me that your service ent worth a wank. And your flat out sorting out other people with the same problem. Would I have the same reaction if I didn’t pay the bill but said I could drop it off in a couple of days??? Sure you’d be able to do something quick then. Cuntarse dickfaced fuckwits.”

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Posted 3 years ago

“I give virgin media 5 stars for having the worst customer service experience EVER.. and 5 stars 4 their bare faced cheek of stealing from their customers. STAY AWAY FROM VIRGIN MEDIA..now I know how Branson made his money..robbing from his customers!!!...THIEF'S!!!!!”

Helpful Report

Posted 3 years ago

“Total scam. Try to obtain money through deception after you have cancelled.”

Helpful Report

Posted 3 years ago

“Awful customer service. Lots of outages with nobody to speak to about it - just an automated message. When I left, I was told I'd receive an envelope to return my router. Before I received the envelope I was charged £65 to my account, bombarded with text messages asking me to confirm a collection date which I responded to and finally an email saying they were charging because of a failed attempt to contact me to arrange a return on the day that I received the packaging to return the router. When I called to complain, they just didn't care and said even though I received texts saying they were going to collect, I now have to return it to a Collect+ shop.”

Helpful Report

Posted 3 years ago

“I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!? Customer service is none existent, their service is intermittent and ruin your credit score!”

Helpful Report

Posted 3 years ago

“Everymonth Vigin media bills is going up so I told them I am cancelling my membership the customer service told me i have to call in month of May so that they can cancel it so I did then when I call on the given date they told me that I am a new contract and it will end next year of 2022 I was shocked as I did not confirm I would like to continue with them. and to add to this agony they did not send me confirmation of the contract showing that I have extended it till next year I am still in agony dealing with this company. I will tell everyone to avoid them”

Helpful Report

Posted 3 years ago

“Worst customer service ever!!!! They just lost a customer but they didn’t care at all. I place my order and didn’t hear anything from them. When I called again the service was awful, no communication at all between departments so I had to repeat myself and I was given different guidelines on what to do. I’m glad that this happened before I signed the contract with them.”

Helpful Report

Posted 3 years ago

“It is the worst service anyone can get in Horley. They promised a speed of 50MBPS, and when I complained that I don't get the right speed, they said the promised speed is with an ethernet cable only and not with WIFI. We do not promise any WIFI speed; it's a myth and doesn't trust virgin media promised WIFI speed. Only if you pay an extra 4-5 GBP will you get the promised speed. Otherwise, you can pay a fine and leave. Don't really get stuck in this rabbithole. They only know how to rip the customer before giving any promised service.”

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Posted 3 years ago

“Frankly if I could give zero stars I would. Virgin media are the scum of the earth, they steal any money they can and when confronted simply ignore you and delete all evidence that it happened. Virgin will not receive a single penny from myself or anyone I know, no matter what they threaten me with. The customer service is laughable, any concern we had was dismissed, including the fact that they have stolen £220 from me to date.”

Helpful Report

Posted 3 years ago

“Disgusting, predatory behaviour towards vulnerable customers. When I had to switch over an account from a deceased loved one I was lied to and sold a package I did not need. When I was made forced to move house I contacted them and cancelled the package only to receive a letter from a collections agency many months later saying I owed money. Upon contacting Virgin I found out that they had not in fact cancelled my package. The complaints unit provide copy pasted responses and the telephone operatives just lie to get you off of the line at any opportunity. Never use this company.”

Helpful Report

Posted 3 years ago

“if you want slow internet and very bad customer service then virgin media is the one for you. Please check out other suppliers first before virgin. Constant slow internet which cuts out and when you contact customer services they are just as slow. And they are not cheap with costs going up mid contract. I wish there was a NO STAR because I would not give one star !”

Helpful Report

Posted 3 years ago

“This company is the worst of them all, very bad customers. You can’t never understand what they talking about on the phone, no good English at all. They can’t even do a very simple task. I got a new contract with them, so they send the phone to my new address and decide to send the SIM card to my old address 🤨 I contact them to let them know that the SIM card was sent to my old address and I don’t live there anymore. All I want them to do is to send me a new SIM card to my new address where there sent the phone, so they decided to disconnect my current sim which is 4G and to send me the 5G SIM card I’m payment for. Which is very stupid because they was supposed to send my the phone and SIM card at the same address, and now I’m disconnected for more then 5 days because of they own stupid staff mistakes. I don’t understand why disconnect my I can’t receive a call or call anyone and I don’t even have the 5G SIM card delivered to me. So stupid, after this I’m done with them.”

Helpful Report

Posted 3 years ago

“It is easier to comit suicide than opt to become virgin Customer I am moving into my new house on 26th April and chose virgin meadia for my broadband and telephone service. I booked my instalation a month ago and everything was confirmed for installation on 24th (tomorrow , but got a call from them around 6:45 pm today(23rd Friday) that they behind the schedule and can't do the installation tomorrow. This put me in trouble as I had to cancel my nest, ring and security camera installation for 26 th April which will incur £250 cancellation fee. Moreover I rely on Internet for my work and I now cant work for atleast 3 weeks as the next earliest availability for installation is 10 May. This leaves me with no option, but to make expensive arrangement temporily for internet till 10 May( hope they keep their words this time). I sm sure Virigin knew they coud not complete instalation as planned atleast 2 weeks ago but they purposly cancelled it last minute, so that customer have no option but to stick with them. This is unacceptable and no ethics. The Key message here for others is that, Virgin meadia is purposely doing this type of last minute cancellation ( I am sure that they new about their backlogs atleast two weeks before),so that customer will have no choice but to continue with them as they will have no time to cancel the ordet and move to other providers. This is Clear violation of consumer right. i am going to register a complaint wiith consumer ombudsman and also will go on social media to explain my experience, so that others will be warned about this scam. Pleade avoid them at any cost. Avoid avoid avoid. Virgin media. If there option for zero star, i would have opted for that.”

Helpful Report

Posted 3 years ago

“Extremely expensive, bad and slow customer service, lose connectivity quite frequently. just not worth the price”

Helpful Report

Posted 3 years ago

“This company is all about draining your money. Worst customer service I have ever received plus it didnt even get resolved. Customer service people dont care what your problem is and I think they are only told to keep it straight (dont help just get rid of the customer off the phone) technique. No matter how much you try to explain them they will give you the same answer. I complained and asked to speak to a manager and was told that the manager had declined to speak and the only option was to lodge a complain and wait for theie answer within 48 hours which never happens. And when you call again that no one called me in 48 hours, then again same answer (lodge a complain and this time someone will get back to you by 48hours). Which again didnt happen and you end up calling again. Then I raised a complaint via a 3rd party who were able to get me some compensation based on my experience. I recommend everyone do this. (I hope you guys can get to end of this but I couldnt). I phoned up to complain and asked to cancel my contract and was told it would cost me more than my actual contract costs me to disconnect! Which is again shocking (Hence, my first comment that this company is all about draining your money). BE CAREFULL GUYS before joining this shitty company and most importantly if you dont want to have headache and loose money for nothing. Their customer service is the worst you will ever experience. Virgin Customer 🤐”

Helpful Report

Posted 3 years ago

“I am going to change to another media company who does NOT delete my favourite recordings. This is an apocryphal company, with no respect to it’s customers.”

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Posted 3 years ago

“Broadband good the rest of the company services rubbish stay with sky or other devices and definitely don't deal with the agents that knock your door if you are going to use virgin ring direct”

Helpful Report

Posted 3 years ago

“Horrendous company to deal with. First contact on 14th March with a fault on my 6 year old tivo box. Was told they would send me a new 360 tv box. Here we are a month later. 9 phone calls totalling over 4 hours, 1 engineer appointment that I took a day off work for and nobody turned up( after I confirmed the appointment the day before with another phone call). Another hour phone call today where I was told due to covid they can't post me out a replacement box and this won't be possible till after covid is over! Even though all over their website it advertises self install and equipment can be posted out to new customers. A company that only cares about new customers and making money. Also refused to refund me for the services I have been unable to use, just the offer of a possible good will gesture once this is all resolved, bare in mind the resolution date I was given was "after covid". STAY AWAY FROM VIRGIN MEDIA”

Helpful Report

Posted 3 years ago

Virgin Media is rated 1.2 based on 2,320 reviews