Virgin Media

Still no Netflix after 6 weeks of trying. Virgin now tells me to contact Netflix direct. After talking to Netflix, I'm told Virgin has cancelled my subscription.
What a joke.

Internet is horrible, outages every hour, download speed is only 1/4 of what you pay for, and router range is SUPER bad. (My 5 year old TalkTalk router is 100x better)

They also refused to proceed with my 2 week free cancellation after they failed to fix my problems, and totally ignored me. Once the 2 weeks gone, they were more than happy to cancel, but obviously after paying the contract cancellation fee.

I threatened them for suing as they breached my contract and didnt let me live with my free cancellation right so they let me go for free. Unfortunately I'm still stuck with them for 30 days till they process the cancellation.

Afterall, I'm happy that it didnt work out because after negotiating with TalkTalk, they offered me fibre 500 for the same price as Virgin's 250 package, but also comes with an expensive wifi 6 pro amazon router

I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect.

The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer.

The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed.

Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract.

I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer.

I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.

Day 4 of trying to ring/web chat with virgin media to cancel my contact with no avail! Web chat says 15 min wait but was 1 hour 20 mins before i give up and hours on the phone, its impossible to talk to someone or they are doing it on purpose so they still get our money. Had bad Internet for months and they say nothing is wrong or wont send me a new router out. Can't win at this rate but they are with getting nearly £70 a month off me, JUST LET ME CANCEL MY CONTRACT!

Engineer failed to arrive and Virgin charged me £25 saying it was impossible that he did not come. Absolute disgrace of a company. Customer service is appalling. Can't wait to leave.

What an unbelievable experience! From downright lying to me to exceptionally poor customer care, automated messages on for weeks that say they have a complete outage and departments who cannot communicate and then blame each other.
I have attempted to have a business line fixed for over a month and it has been an complete dog show. Engineers giving conflicting advice, being told they have done work that the have not and when you state you just wish to leave your choices are stay and we may compensate you or leave but you get nothing for a service that does not work.
Internet connection just drops off 3 - 5 times a day and randomly resets your router which in turn knocks out connectivity from all your devices.
Engineers take over a week to get to your property and then do nothing. They leave and then rearrange the next appoint for more than a week later and then don't arrive. Next appointment is again over a weeks wait. Notes say that engineers cannot find basic connection points in relay cabinets and the problem continue.
Virgin has successfully made it impossible to run a business on their business lines!

Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. On 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. Unfortunately we are unable to send our crew today". Next available date 28-Nov.
Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough

DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call Virgin to report the fault.
Their customer service are not helpful and slow to reply or act on problems on my service. You can't hardly speak to anyone in person as almost all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA

We very recently became new Virgin Media customers in the EH7 area of Edinburgh. Subscribed to broadband, TV and took out an additional TV package for my mother who's elderly and lives in a granny annex ancillary to our house. We have now had no broadband for close to a week. On Tuesday afternoon we were told the fault would be fixed by 9pm that evening, on Tuesday evening we were told it would be resolved by Wednesday midday, at midday we were told by 9pm on Wednesday and so this has continued it is now Friday 8pm and we are told it will be fixed by Saturday midday. Given Virgin Media's modus operandi this week that obviously does not mean anything. To make things worse Virgin Media have not given us any of these updates proactively - the onus has been on us to check their non progress.

Made one online enquiry and they won't stop calling me. CEO ignores complaints and they don't even have the guts to publish an email address. Absolutely travesty ofca company

If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic

Please anyone thinking of moving to these jokers avoid

Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is "I understand" and then carry on as normal

Lies lies and more lies. Even have engineers come to house say simple job and personally call
If any more delays… again no replies

Give dates constantly move then more promises more dates moved

Explained with wife in tears need internet to work anything. Kids homework her work from home

Was set for early Nov then end nov then mid December then poss mid December

Shame on you Virgin I doubt any change as simply don't care

But sure they will say "I understand"

Please anyone avoid I promise it's not worth the difficulty

The WORST.

Do not use this company, honestly, it's a plea from the heart. They are simply, horrendously, irretrievably awesome. I am saying this as someone who has been with them for 20+ years now - Telewest before it was even Virgin Media!

Customer Service is non-existent. Call the call centre and wait 2-3 hours, try on line chat and never get a response or wait 3-4 hours at best.

Broadband in recent years has absolutely fallen through the floor, for the last 8 months I get dial-up speeds and a TV that is so poorly linked to the internet that you can't watch Disney, Amazon, Netflix etc. This is despite my house being about 10 meters away from the main 'box'
Advertised and bought a package that should give 1TB and I get 1MB. No one will help and nobody there could give less of a monkeys. Both my wife and I 'work' from home - i put this in inverted commas because we can't damn well work! Teams calls? No chance!
Open a web page? Better make a cup of tea while you wait? Download a file? Pop to the shops and do the weekly grocery run.

I say it again, DO NOT JOIN. If like me you are already cursed to be with them, get the hairy heck out of there as quick as you can and join someone who actually cares. If I could give them 0 stars I would.

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.

I pay an outrageous amount of £70 a month JUST FOR INTERNET AND HOUSE PHONE. How they got it to that high I will never know. I haven't had service in Peterborough UK for 3 days (and still now) they keep delaying the time they say it will be fixed. I have now missed 3 days of work. I want to be paid 3 days wages as well as be released from my contract..

Now they are just harvesting data of uk users and providing really rubbish zoo type services and connections to their own phone lines cannot be kept upto requires service levels never mind providing services to the general public. The quicker you end your contract the bettter your life will be and the sooner you relieve yourself of this red caped scammer company! BAD TO THE BONE THIS COMPANY IS!

For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn't even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error "page not found", computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don't understand the words "i want to cancel" and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If sitejabber had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
Date of experience: 23 October 2023

I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke.

My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it

And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies.

I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind.

Terrible customer service as well.

I switched from BT broadband to virgin. BIG BIG BIG MISTAKE.

And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting.

And another thing, BT BROADBAND has a much better signal than VIRGIN.

With BT I could get a good signal up and down stairs, all over my House I got a good signal.

With virgin the signal buffers up the stairs.

I would give virgin zero starts if it was possible.

I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin.

Everything I have said 100 per cent correct.

If you go with virgin you will regret it.

Would put minus if I could have been with them many years without a problem recommend them to everyone then I moved house the engineer who came out to install at the new address drilled through a a electric cable in my house virgin sorted it out replaced the wire and plasters the wall back up and painted it wasn't to a great standard but it would do but I had 3 days off work for them to sort this out I lost £390 out of my wages due to it and when I asked for compensation they refuse said they don't offer compensation for me missing work so they destroy my home and cost me £390 after i have been paying them £74 a month for last 4 years it's an absolute joke they will not receive another penny from me and when I take them to small claims court it's gonna cost them a lot more than the £390 I lost out on aswell as me as a customer there customer service is way below par now I'm off to sky

Indian call centre informed me that the cancellation charge was 2.5 times more than the contractual agreement. Agreed to call me back and surprise surprise never did. Stay well clear.

What the hell has happened to Virgin Media? Their customer reviews are appalling. I've been with them on phone and broadband for 15 years and they're now SO bad that they're even making BBC News headlines!

As an existing customer wanting to keep *******@virginmedia email addresses, I tried to get Virgin Media broadband installed at my new house. After months of back & forth, dozens of calls and two visits by engineers, I was told that Virgin Media cannot service the property. Which is utter bull$#*! as the flats next to and above me are all on Virgin Media. There are four Virgin Media junction boxes screw-fixed to the outside walls of our building! After what's been an infuriating experience trying to explain this to various customer service operators (only for the line to go dead or to be passed on to someone else who's equally as useless), I have now lost all faith in them and will be looking elsewhere.

Virgin Media... SORT YOURSELVES OUT! You've completely lost the plot. You get one star because zero stars not available. Hopeless.

Virgin is charging me £6000 this month They say I have been makeing long distance phone calls. I have asked for a fund and they refused to give me my money back. Don't use virgin. They are scammers.

To be fair, I have been with Virgin Media for some time and have never really encounter major problems, until now.
Issues started when my contract was coming to an end and I attempted to downsize my package to basic TV, broadband and weekend phone calls only.
The smaller package supposedly included an O2 mobile phone package but it actually did not and required paying for separately.
After one month my package bill doubled because (according to Virgin Media) someone had made 62 calls in 62 minutes during the daytime from my landline phone.
I have a 'Truecall' call unit connected to my landline phone which logs all incoming and outgoing calls and none of these fictitious calls were ever made from my phone... Virgin Media refuse to listen, they are simply are not interested and refuse to discuss any details of these fictitious phone calls or where/who they were made to.
When I entered into the new smaller plan, I asked about penalty clauses with my existing package, including my Virgin Media mobile phone contract... I was assured that there would be no penalty charge at all... I have now been hit with a £24.00 'buy out charge' for my Virgin Media mobile phone contract and told 'we are sorry, you were given the wrong information'.
Virgin Media are simply no longer to be trusted at all, they are giving customers information which know to be incorrect and then offering apologies by way of excuses.
When my present contract ends, I will most definitely not be staying with them.

Horrible company! No one responses to complain, charges are extremely high! Serves us s!#@! Please, please stay away