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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“Last Sunday, Black Friday weekend, I tried to order my phone online from Virgin media about four times after giving me error not recognising my (Spanish) surname. Finally all my personal info went through and I had an order confirmation email. Hurray! On the Friday after I rang customer services as my phone should’ve been delivered by then and it wasn’t. I spoke to five different people over the phone: the first one didn’t know what to do so passed me to customer care. Customer care agent was a very rude man who basically laugh about my problem, said I probably didn’t have money in my bank (and that’s why the transaction didn’t go through) and HANG UP ON ME!!! I couldn’t believe it! I work for NHS and I know what dealing with patients/customer is and that is not the way! Third person (who I rang because I wanted to leave a complaint) had me on the phone for 45 minutes as there was no trace of my conversation with the previous, rude, agent (???) to, at the end of the conversation trying to sell me the same phone I tried to get in Black Friday deal without the deal and pass me to another agent to try and track the “rude” agent down. This fourth agent from customer care didn't know what to do either and passed me again to another agent without even asking me... after 1h dealing up with them with no results/energy left I hang up. Customer care is a joke and the website is even worse... for a company that sells phones , internet etc and have a huge team of ITs with them it’s just unbelievable...”

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Posted 5 years ago

“Customer service is very poor. Also have very aggressive sales tactics. Overall virgin media make life very difficult for customers to manage their accounts and/or complain. Their internet is also patchy. I would never recommend and am looking forward to leaving.”

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Posted 5 years ago

“Everything went wrong... ...”

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Posted 5 years ago

“Dreadful. Been signed up 3 weeks and already facing an internet outage with 6 days until they can get an engineer to my house and now having to use annual leave at work to be at home waiting for them. Not allowed to cancel as I’m ‘outside cooling off’ but to be having problems 3 weeks in is appalling. Customer Services incredibly unprofessional ... to quote their CS team who said to me on the phone: ‘some agents want to go the extra mile to help but other agents don’t care’. Speechless. I had 10+ years of flawless uninterrupted service with TalkTalk... wish I’d never left. But for 3 years Virgin Media hounded our village with leaflets and door to door sales people after they installed here - every month was junk mail or someone knocking. We finally caved and what a regret.”

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Posted 5 years ago

“It the worst internet fibre ever. It never works !”

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Posted 5 years ago

“Disgraceful company. They disconnected my aerial during installation for no reason. Certain call centre staff based in India and penalised for being a loyal customer with price increases every couple of months.”

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Posted 5 years ago

“Was told when i renewed my contract with a additional box for the bedroom that it was fully wireless (apart from powerlead and hdmi lead) after the technician turned around and told me i need to run 18m of cable to my bedrook to reach the tv and to also drill a hole thorugh the wall i rang customer services to complain that i was told this would not happen as it was fully wifi v6 box. I was then put on hold for the forth time to speak to a manger ( RAJ KUMAR ) who then insisted that it was my fault that i misunderstand what was being sold to me and then to be rudely cut of because I wouldn't except it was my fault . Which indeed it wasnt. So now i have alot of wire to hide some how and a hole in my wall which i didnt want . Please do not believe them when they say its wireless because it is not. Shocking company i would avoid the tv but not the bradband. Raj kumar i hope your disciplined for your rubbish customer service.”

Helpful Report

Posted 5 years ago

“What a bunch of crooks, rang them on the 18th October to cancel my sons Phone contract with them, they advised that they would do so on that day, and as I had called within the payment termination of the contract, I should need to cancel my direct debit with them and I would get a small charge for the remainder of the month. Six weeks later received a letter stating that I owed them £ 51.60 for two months failed collection of direct debit payments. I rang them and told them of my previous calls and gave them the virgin id number of the person I had discussed it with. They said that I the number id was correct but they had no evidence that I had called so I still owed them the payment. After much annoyance and many calls later I had to pay the amount as they were threatening to take legal action. So I paid the amount as requested much to my annoyance and they said that they would call me back within 5 days to confirm cancellation of the policy. They called me back today saying policy was going to be cancelled but I still owed them £ 42.00 for charges outstanding, they said that if I did not pay again they would have to take legal proceeding to get monies back at a future date. The call centre whatever number you call is in the Philippines and they have a script to work to and do not deviate from it I have been a loyal subscriber to virgin for many years on my TV package at home but this has just tipped me over the edge so I am changing, DO NOT EVER GET A MOBILE PHONE CONTRACT WITH VIRGIN”

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Posted 5 years ago

“Very poor service they get the customers gender wrong. Then they get the email address wrong, when it was checked with the sales Rep. They get the bank details with my name right. very bad made a mistake never with virgin Media awful.”

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Posted 5 years ago

“2 hours on a call transferred 7 times to different departments somehow once ended up in a business department. To just cancel a SIM contract plan... they hung up first two times. Just avoid their customer service number. Go in store if u must and don’t consider this to be a good company. Once there is a problem which there always is it takes forever to fix. Would honestly give them 0 stars as a company of this magnitude shouldn’t take 2 hours to then now fix a problem making me go through 7 people.”

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Posted 5 years ago

“Ultra fast, very helpful and a great price when you negotiate a new deal”

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Posted 5 years ago

“being with Virgin home broadband and tv for more than 2 years now. I am happy with the service provided by Virgin.”

Helpful Report

Posted 5 years ago

“Very poor service Extra charges every month without any explanation. I joined them April 2019 And ever since I’ve got and extra £20 to £26 extra charge for a bill which could have costed me only £99 Virgin media is ridiculous”

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Posted 5 years ago

“Customer service is non existent, if there is an issue expect at least 6 months before it is resolved as all people working in their customer service team are clueless. And that is if you can get hold of them. DO not ever consider switching to them! Oh I forgot.. they will make sure to overcharge you even after you cancel your contract”

Helpful Report

Posted 5 years ago

“Customer services department is full of Psycho's, even on chat (when they know everything is recorded they are nasty at their best). When you broadband contract is ending and you are about to pay more they will try their best to up sell you. The first thing you should say to them is my broadband contract is ending and I would like to terminate the service when it ends.... At this point only they will try to give you a better price and package. I did a mistake, my broadband contract was about to end and I wanted to sign up for another year, the person on chat was just not willing to extend me to another year unless I upgrade my package to double the speed! At this point I was annoyed, signed up for another provider and called them to terminate my services, to my surprise they were very polite initially, is there anything we can do about price? I said no I already discussed this, sorry please close my account. Now they know that I'm sure to leave, their nasty side kicks in.... Sir you need to give us one month notice if you wan't to leave, I said I only signed up for 12 months minimum and after that can leave any time, they cannot do that. Unfortunately they are in business of providing very high speed broadband, which I don't need.... I stream on TV, computer at same time, while 3 mobile devices are connected and no issues with a 36MB broadband connection.... I'm done with VM once and for all, having used them for 5+ years.....”

Helpful Report

Posted 5 years ago

“Everything is a disaster. If you want to have a peaceful life, DO NOT sign up for anything from Virgin Media. A disgrace of a company.”

Helpful Report

Posted 5 years ago

“VIRGIN MEDIA ARE CRIMINALS.. THE DEVIL IN DISGUISE! Should be ZERO stars... They are the most disgusting, depressing and difficult company to deal with and that I have ever ever come across in my life. They are little more than a 'cartel' acting with impunity who rely on the fact customers (like me and YOU are like addicts who) are forced and given little choice but to use them, and keep using them for their broadband fix! They have monopolised the household Internet industry for years, far too many years. The are extremely adept at marketing and will even offer here today gone tomorrow promo offers and use famous celebrities to sucker people to signing up to what they think is a great n friendly company offering a great service at a great price. And that's a big lie!! Price hikes, no recompense for failed delivery of services, only a complicated, arduous, poorly handled telephone option as a supposedly easy means to contact them... And this with a multimillion/billion £s technology company? Imagine YOU as a customer who might be elderly, disabled, on low income or ill or simply not able to face hours stuck on the phone not even being able to send a simple email to Virgin Media or use any of the available easy to use phone Apps to resolve an issue or cancel your service? Really, imagine that in the 21st century... All the niceness vanishes as soon as they have you tied into a contract (a contract with all the small print hidden in tiny print or some leaflet that is so cleverly worded that not even a lawyer would easily comprehend it). They are corrupt and a law unto themselves, and they make a operational point of putting hurdle after hurdle after hurdle infront of customers who may wish to leave or challenge them on any customer service issue. Hope is 'the customer' will tire and give up or better still, not even try to contact them by the only means possible, which is 'calling' and navigating through poor number directs around the world and even then long waiting times and STILL then having to explain things over and over again to some lesser paid 3rd World outsourced agent with a foreign difficult to understand accent called David or Susan who will THEN after asking many questions to confirm a customers identity will either redirect the call, or promise things that don't materialise or simply lie or suddenly cut the call forcing one to begin the process all over again. All this to frustrate, exhaust, demoralise, waste time and near destroy the customer. We, that means people like YOU too have been forced to become addicts to technology and to those businesses that only care about profit profit profit and so will do anything to retain customers, yes even by clever legal robbery means. I am so so so glad and relieved to have finally been brave enough to say NO. And terminate my contract with this Devil. Never again will I go near Virgin Media or allow anyone, or any glossy company to convince me I cannot live without them and their contracts that give all power and control to them over their customers...”

Helpful Report

Posted 5 years ago

“The worse customer service ever. Called to speak to someone. Always get someone from another country who don't understand you. They never let you speak to a manager and always fob you off. Then when they can't be bothered they just put the phone down on you”

Helpful Report

Posted 5 years ago

“The customer service is bad. One of the guy on the phone doesn't know how to talk. He was like you changed the date for December. When Infact I didn't. Then had an go at me for being angry. You can not change an customers date without permission. Also I was told I'd get an cancellation email by one of the worker and then phoned again and said their is no email that will be sent. Rubbish customer service. I was also promised an early slot but they decide to change the slot without consideration of the customer. I would suggest any one thinking of joing run and don't sign up.”

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Posted 5 years ago

“Absolute disgrace of a company, I have had my bill amount changed around 4 times since having it, expensive company. It’s a struggle to get through to anyone and when you do it’s even more of a struggle to get anything resolved. Would NOT recommend what so ever”

Helpful Report

Posted 5 years ago

Virgin Media is rated 1.2 based on 2,320 reviews