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

Sort by: Most Recent Most Recent Highest Rated Filter: None None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“WORST EXPERIENCE OF MY LIFE 26th December 2021- I went on live chat and got a custom deal for an iPhone 13 Pro which I then ordered. I was told that I would get an email which I would need to sign before 6:30pm that day in order to be able to get the phone delivered on 29th December. I didn't get the email and checked in after a couple of day but was informed that my order was parked (whatever that means) and that someone physically needed to accept the phone order which only a back office could do. They of course didn't have a number I could ring to try and sort it but I accepted this as I was told it would be looked at within 24 hours. I kept checking in each day to check the progress but was told the same thing - that the back office would get around to it. Although an inconvenience, I was relaxed about it as was the festive period so there would naturally be some delays. The 29th passed which was the first date I was promised the phone would be delivered on, finally on 31st December I got the email confirmation I'd been waiting for since the 26th (I still don't understand how it took 5 days just to send out a generic contract for me to sign so I can go ahead with the deal). The next date of delivery given to me was 4th January and Yodel were the company assigned to deliver my package. The 4th arrived and went, still no confirmation that the package was even with Yodel yet and I kept checking in with Virgin Media via the customer service phone line and they told me that someone in the warehouse needed to approve the phone being sent out before it can actually be sent out and again, they had no number to rush this along. I accepted it once again as there was not much I could do and as many days passed with me checking in every other day, I was also conscious that my contract start date was 10th January 2022 - which came and passed with no sign of the phone arriving and no information that it was with Yodel. Finally, on 11th January I got an email from Yodel saying they had my package. It was out for delivery on 12th January and throughout that day I made sure to keep checking the tracking via the app as it lets you know how many stops your driver is away. However, the driver got to our stop and then after 5 minutes the app updated and said that the driver had tried to ring our doorbell but received no answer and he'd left a note. My partner was at home the entire time and can guarantee that nobody rang the door and they also checked for a note but none had been left by the driver. I called Yodel at the end of the day and they confirmed that they had the correct house address but no flat information so I told the person at Yodel that even if they didn't have the flat information (which Virgin must not have supplied them), they would have still left their missed package card through the same main door either way. To make sure that didn't happen again, I gave them the full flat address and they assured me the delivery would go ahead the next day. 13th January- The second attempt at delivery, I was monitoring the app even more now and I was ready to go to the door as soon as I saw it was a few stops away. Again, it took about 10 minutes to update and then it said 'package rejected and returning to sender' - this left me very confused as the Yodel driver had not turned up and had definitely not been rejected. I called Yodel straight away this time to find out what had happened and try to get the driver back as he couldn't be far away. It turned out the Yodel customer service employee I had spoken to the day before had written down a completely wrong address of a different house further down the street. I am unsure how that had happened, as I had checked with the Yodel employee the day before and they repeated the address correctly. The person I was on the phone to then told me that it was lucky I called because otherwise the phone would have gone back to Virgin Media as it had been noted down as rejected (by the wrong house, not me). I then changed the delivery address to my work address because I figured it would be safer and it was more likely to turn up. 14th January - I was checking the app but it hadn't updated, it said the package would be out today but didn't state how many stops away the driver was like it usually does. I went onto live chat with Yodel to check everything was fine as it was the third attempt at trying to get a package. The person that live chatted said everything was fine and that the app should update at some point soon. I asked him to confirm where the package was going, they confirmed to me in writing my work address. Then about 10 minutes later, I went back on the app to check and it stated the package had been returned to the sender. At this point I was furious because I had been told lies multiple times by Yodel and even 5 minutes before it changed to ‘sent back to sender’. I got straight on the phone to Yodel to find out if there is absolutely nothing they could do which I figured would be the case. I called Virgin Media, spent about 15 minutes explaining the full situation to someone, they wanted to get me a phone out, went through the whole process of setting up the same deal for the iPhone 13 Pro that had been agreed to before, just for them to tell me that there appeared to be a problem with creating this order as I’d already had an iPhone 13 Pro. I honestly couldn't believe it, I had spent 15 minutes explaining what had happened and he had clearly not listened at all. I didn't have time to carry this on as it was during my lunch break so I had to leave it until after I finished work. I called up again to the customer service team, had to explain the full situation again with every single person asking me why I rejected the phone if I want an iPhone 13 Pro for me to repeat multiple times that their useless delivery company delivered it to the wrong flat so of course someone who didn't order a phone rejected it. They told me that they can't just send me out another order for an iPhone 13 Pro while the first one was not back with them, I explained to them that it made no sense for me, the customer, to suffer because of Yodel’s and Virgin’s delays, that I had not caused this and shouldn't have to wait for both of them to sort out the problem before I could get what I’d ordered. After not getting anywhere, I gave up and demanded for them to end my contract with the company, which the person I spoke to tried to do but told me that I couldn't leave while the phone was not back with them (which is unbelieveably stupid as I didn't have it, their delivery company had it so it shouldn't hold me back). I filed a complaint with them and was told a manager would call me within 72 hours. After this I kept checking in every other day for more updates, checking if the phone was back, asking when a manager would call me, always getting the same response that a manager should call me back within 72 working hours as a complaint had been logged. A lot of time had passed and I tried again speaking to Virgin Media, asked if a manager was available, pleaded my case about how stupid it was that I, the loyal costumer, had to suffer because Yodel and Virgin couldn't work together to figure out the problem. Somehow, a manager was available all of a sudden, I spoke to them and explained all of the above. They said they'd see what they could do to help me as at this point I was after compensation as I had to put in about 30+ hours of my own time with calls over the last month speaking to various people and still didn't have the phone that I'd ordered on 26th December 2021. Also, my offer on 26th December was £36 per month for 3 years, the manager however came back to me and said the best offer they could give me at that point to compensate for the inconvenience was £42per month for 3 years. I was livid at this point, I had been through huge issues and they had the nerve to offer me a more expensive deal all the while calling it the best deal they could offer. I obviously would not be willing to accept less than what was originally agreed at £36per month. They then came back to me saying the absolute best they could do was to match my agreed offer on 26th December. I didn't want to accept it as I had been through weeks of issues and chasing to get my phone that offering me nothing to compensate for my inconvenience was plain rude. I have been a loyal customer of Virgin’s for about 4 years!! They told me they'd have to get back to me the next day with the best offer they could come up with and if that didn't work they would need to pass it onto their superiors. I accepted what they’d said and waited for a call the next day, which never came...... I was informed (after many many calls to the customer service team) that a back office complaints team would give me a call but to this day I still haven't heard anything from them. It is currently the 5th of February, I ordered the phone originally on 26th December. My complaint was acknowledged with the generic complaints email on 14th January. I wouldn't recommend going with Virgin as they seem to treat their own customers like garbage.”

Helpful Report

Posted 2 years ago

“It's coming up to 2 years of being a Virgin Business customer, it was a painful set up process with the Hitron router and configuring for modem only mode, technical support was useless and we ended up getting in a contractor to sort it out at our cost. (shouldn't have been necessary). I did read the reviews, I was aware of the poor customer service/technical support but foolishly I went forwards because they do offer the best speed/price for small businesses. For 18 months the service and speeds were great, and had no complaints, until..... The internet has been out since Wednesday, called to log the outage, was put through to the wrong team, finally a ticket was raised on the system with the assurance of a call back, no call backs (roll on 48+hrs), multiple attempts to contact for update and cut off or transferred around departments. We've now called to cancel and have another provider coming in, but for the pleasure of cancelling Virgin are charging us 3 months cancellation and hiding behind their T&C's that the outage has to be a minimum of 30 days! If your business relies on the internet and you need a provider that resolves issues then avoid like the plague, there are much better providers out there. Ollie”

Helpful Report

Posted 2 years ago

“This company it is a joke, you cannot contact to customer service at all. Things they are doing it is robbery. Internet is so slow, you pay for 1GB and received 30mb. Shocking, it should to be prosecuted!!!!”

Helpful Report

Posted 2 years ago

“TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!! Please be very very careful with that organisation of FRAUDSTERS. If you want to cancel the contract you will not be able to do so!!! I’m a customer of Virgin over 10 years and now decided to cancel the contract. UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST. So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract. Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request. PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!! We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman. Do not take any contract with them because if you will than it will be forever AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID”

Helpful Report

Posted 2 years ago

“Yesterday after waiting for 45 minutes on the phone to arrange a quote for moving to a new house I managed to get started with a rep but we got cut off at the virgin end. I phoned again and after another 45 minute wait I got through to another rep who, to all credit was able to track the progress of my previous call and we managed to broker a deal. Overall this took nearly half a day. Next day I got an email giving details of the deal which bore no resemblance to what was agreed (much more expensive). I am currently at my computer waiting for my phone call to get a response to why this happened (one hour gone and still waiting). part 2 - 42 minutes later. Eventually I got through to a rep who, like all the others, was extremely helpful and he determined that the contract sent was not that which was agreed and I should ignore it. He stated that the correct agreement would be activated when the engineer installed the new system after my move. However, he was unable to give me details of the new correct contract which I asked for as I am worried that the incorrect contract will be applied after the installation (you may guess I have no confidence in Virgin's systems - I only want them to formally give me details of the correct contract). As he could not do this on his system he transfered my call to the moving house dept. It is now 1 hour 26 minutes since starting and I am still waiting for the call to get through. 2 hours Still waiting. They may have fast broadband but customer service is so slow I would advise starting early in the day because you may need all day to get this done, if it gets done right. If not, as in my case, then keep the follow. Wow I have got through! Nice lady who transfered me to someone else. Back to go - have to explain the problem yet again. Eventually they claim they will send me the correct contract, and will phone me to check if it has arrived. If this post stops here then assume I got it.”

Helpful Report

Posted 2 years ago

“Diabolical customer service, THATS IF YOU CAN GET THROUGH. Avoid!!!”

Helpful Report

Posted 2 years ago

“Absolute disaster. No Internet for over two MONTHS! All call centres are in India and their level of "care" is actually appalling. I have to leave, wasting so much time, effort and money. Please don't waste your time. Better off paying more for better customer service. Please don't make the same mistake I did!”

Helpful Report

Posted 2 years ago

“ive been on the phone since 8 am and I've been cut off twice. ive been passed through customer service 3 times explaining I want to leave. it shouldn't take this much to understand I want to leave. Im now on hold waiting for tp speak to an advisor another exhausted wait. This company is TERRIBLE!”

Helpful Report

Posted 2 years ago

“Horrible , unprofessional and unethical staff! Shame on you Virgin media! Front desk Staff are only trying to sell products to consumers rather listening to their needs. I called to give 30 days notice about ending my contract and customer service decided to persuade me with other options and did not put a note on the system the reason why I called. Miscommunication at all levels!🤦🏻‍♀️ This caused me a lot of stress, higher monthly payment and waste of time. Get better staff!”

Helpful Report

Posted 2 years ago

“Customer service in this company is like you want to get through Home Office. The staff are not professional in sense of knowing what they are advising customers. If you want to upgrade anything it is available online but god forbid if you want to downgrade! They make sure you do suffer if you ever manage to do it. For this reason, I decided to disconnect my services for some simple change. Something like this could have been done online and not losing their customer but I think they DO NOT CARE really!”

Helpful Report

Posted 2 years ago

“Virgin media customer service is a joke. I was waiting on the phone for 35 mins and the call was just suddenly disconnected. I also tried the online chat, I've been waiting for over an hour to get connected to a person, then after a few questions, that person told me she's going to connect me to the relevant team. Now I'm again waiting whilst the chatbot keeps popping in the same message over and over again. Total rubbish. Cannot wait to leave Virgin media!”

Helpful Report

Posted 2 years ago

“Whilst I accept that if you can’t manage your affairs on your login your in for a lot of time wasting holding on the phone Don’t ever go for any VOLT offers unless your 100% sue your account names are identical On Virgin my only my first name initial is on my account name however on O2 it’s the whole name and this isn’t acceptable for me to qualify for double data Spent a whole day on hold to both companies and got nowhere Come the Revolution!!!!!!!!!”

Helpful Report

Posted 2 years ago

“Absolutely disgusting customer services. After waiting a very long time to get through (for the third time), I had difficult hearing and understanding the sales representative. After being charged £245 for only 6 weeks internet only service, I was assured to get me excess refunded and have this confirmed this via email. As a single Father, I'm annoyed this happened to me over the Christmas period. It's shocking how bad a multi million pound company can treat customers. I will escalate this further and most definitely wouldn't recommend them whatsoever.”

Helpful Report

Posted 2 years ago

“Wanted to increas monthly payment by over 30% rang to cancel spoke to Joel and eventually agreed a new price a week later new contract came through but £8 more than quote rang again explained told them the date and time so they could listen to the previous call still waiting a call back in the meantime got through another letter advising of a £5.75 price rise”

Helpful Report

Posted 2 years ago

“If I could give no stars I would. Never ever ever ever had customer service any thing as close to what virgin give I can’t even begin to explain the volume and complexity of the issues we have had when trying to arrange a simple issue via customer service. They infuriation of being on hold for 40 mins to speak to someone who transfers you as they can’t help to be on hold again and then transferred AGAIN for the line to drop out when the the next person answers - which happens on a regular basis. To then call back up finally get through to the final person be told something and then something completely different happens. To detail the latest disaster I am having I have been told it takes 30 days to cancel the internet so I call up to cancel it IN 30 DAYS for it to stop working 5 hours later, to then call back up the next day explain to be told they randomly cancelled it straight away and they will restart it in 4 hours but I’ll need to call back up to cancel it and will also be able to arrange a discount for the hassle. When I called back up they told me I didn’t have an account and got transferred around for ages before speaking to the right person who said they would cancel it IN 30 DAYS and offered me a discount of £20 for the hassle. Now the liberty is they made up they were doing me a favour for a £20 discount, even though they UPPED MY BILL BEFOTE THE DISCOUNT!!! As a result I was now being charged £65 a month with a £20 discount rather than just £40 so effectively paying £5 for my last month to endure customer service hell. After explaining my point we managing to agree £22 for my last month and confirmed that the disconnect would be in 30 days. I requested I be emailed the details on this as confirmation but was told it would take an hour to come through. I wake up again this morning with no internet as they have disconnected it and a bill for my 10 hours of internet for £62 for the month + an installation fee of £34.43, even though no installation happened!! This has gave me a some how estimated next bill of £108.28, which doesn’t even add up!!! As mentioned this is the most recent of many similar sagas with the provider and this time I think I’m on the verge of an emotional breakdown 😂😂😂. WHAT IS WRONG WITH THIS COMPANY!!”

Helpful Report

Posted 2 years ago

“Waited 2 weeks for them to install virgin media in my flat and 1 day before they were supposed to do it, they sent engineers round who told me there was no way we could have it because there weren't any wires.... What???? Why did they tell me they could install it all and book a date without knowing if it was even possible? Now I'm WiFi-less for another 2 weeks while I find a different company. What a load of rubbish.”

Helpful Report

Posted 2 years ago

“I am trying to cancel the service, broadband service, as it is going to increase the monthly payment from 31GBP to 44 GBP. Because I want to cancel the service, they are ignoring me, there is no phone number to contact them, I have tried different chats to try to get in contact with an agent and I have sent several complaints email, and I haven’t get in contact with them yet.”

Helpful Report

Posted 2 years ago

“Dreadful service. After trying numerous times to get through..success! I just wanted to cancel one package to reduce my bill…but what I got was someone from overseas who spoke at 90mph & who bombarded me with figures, numbers.. he went away..came back..more pressure to take out another package..relentless. I am elderly, my hearing not so good, live alone and got upset..I just wanted to cancel a package to reduce my bill. How many times I had to tell him that but he kept relentlessly pushing me towards another package. How have I ended up with sky sports + cinema movies and a higher bill?? I told him I didn’t watch football..he said your family might..I said I live alone..he started on the figures again..I am exhausted. Now I have to cancel this new package and I’m anxious at the thought. Far worse than the cold callers I remember..at least they were easy to get rid of.”

Helpful Report

Posted 2 years ago

“So after hours waiting on the phone, being cut off, unavailability of "live chat", website links not working and being cut off, mis-directed and going round in circles I finally get through to some one on WhatsApp. After waiting some hours the agent states that she cannot access her system properly so says she will transfer me to the "account specialist team". I ask if that will mean me waiting another 2 hours, they assure me they will put me through "in a couple of minutes". Twenty hours later (yes, TWENTY), the next day, an agent comes back to me. Their "cut and paste" replies include asking me if "I'm enjoying my weekend" (it's Tuesday) and getting my name wrong twice. Of course we have to start the entire security process and dialogue again as they cannot access yesterdays conversation, even though it is the same "chat". Then - and here is the best bit - midway through the conversation - which is very nearly over - the agent suddenly announces that is is "time for their scheduled break" and can they come back to me in thirty minutes? This is beyond parody. Needless to say, thirty minutes has long since passed and there is no sign of the agent. If/when someone does come back (no doubt in another 20 hours) I'll again have to go through the security and start the entire conversation again. If Virgin Media reply to this review no doubt they'll say "sorry" and invite me to call them, or use "live chat", or go onto WhatsApp.....and so round and round we go again! This is day four of me trying to progress this with them. Be warned if you are considering joining Virgin Media - this company is complacent, disorganised, technically inept and has absolutely no desire whatsoever to address their dire level of customer "service". Avoid them - because if you ever need to contact them you'll wish you'd never joined.”

Helpful Report

Posted 2 years ago

“Worst customer service i have ever experienced, terrible company. Hike the prices after contract to ridiculous price. Cant get through to anyone to cancel my package keep getting transferred from department to department to then get hung up on”

Helpful Report

Posted 2 years ago

Virgin Media is rated 1.2 based on 2,320 reviews