Virgin MediaReviews 107

Probably the company offer the fastest broadband but the worst customer service.
If you have any problem the customer service will not help you. They will avoid taking responsibility for their mistakes and poor customer service.
No possibility to track complaints, although such options are offered. No one can tell me why it doesn't work. Cannot wait until the end of the contract.

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.

Absolutely horrendous service

My Internet stopped working since the evening of 7th nov. I called on 8th morning and complained. The customer representative said he would need to run few tests which would take 24hrs and if the issue is not resolved he week assign a technician on 9th Nov. As usual the issue persisted not no one called me to check for any followup so I had to call and go through the process once again.

I now have a didn't representative who had no clue about the agreement yesterday and said it will take about 24-48hrs to get things resolved and I wil need to get a new hub and if that doesn't solve she can assign a technician on Monday which is on 13th november.

Me and my wife work from home and we have our living on the internet but vergin media doesn't care about customer service or the problems to customers. Their representative give false information and make the customers anticipate such useless service, absolutely no care or concern about the customers. Am losing my leaves and money due to the terrible service of vergin media.

How could an Internet service provider take 6 days to resolve an issue absolutely disgusting. Am. Looking to move out of these selfish no customer value company.

The fact is virgin media dosnt have enough technicians to support the customersand hence they blame customers and make them run for internet.

Complaint number:*******

Thanks,
Raj

I tried to open account with Virgin. The rep told me it would take two weeks to be set up I told them I wasn't interested unless they could do it on the coming Saturday which was for days away. The rep put me on hold for a couple of minutes and came back and told me that I could be connected on Saturday.

Saturday came and no one turned up. I then received an email with "quick start! Instructions to set it up myself up despite me telling the rep that there is no cable inlet at my property.

After trying to call them all Sunday with being stuck in a queue for hours I managed to get through on Monday. I asked them to cancel my contract and to come and collect the equipment they sent.

They told me they would send a return label and that I should take it to a drop off point which I refused. I don't think I should be put out in any way since they lied to me. I was told I would receive a returns label in the post but all I have received a week later is a box with no return address and no return label.

In the meantime I have called them three times and nobody has arrived to collect. I called them today to find out when somebody was coming to collect and if they were going to bring a label and I was told that they cannot give me a day or a time that they are coming collect. I asked if there was an email address because my attempts to get this sorted via the phone calls I have made has failed. I was told that Virgin no longer accepts incoming emails from customers.

Virgin does not want anything in print so they tell you exactly what you want to hear on the phone without doing what they say they are going to do and you have no proof because you can't get anything they say him writing anymore.

This is a terrible company that has not concern for it's customers state of mind. They deliberately fob you off to get a sale and make cancelling a real pain in the neck.

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 never had a service that was so terrible in my entire life. The wifi never works, I ordered a wifi pod to improve the internet speed that was supposed to be free. Guess what? It didnt work and i had to pay for it. At this end of this yearly contract nightmare i stated i wanted to opt out but of course there is a minimum $#*!i***g notice that u need to give them of one month to end the contract. In that period u pay 2£ a day for the wifi. I wish the worst health problem to the people who design this service. Hope the you ll suffer slowly and constantly. Nothing that pisses me off in life as first thing in the morning i have to call your fuc***ing Virgin Media customers service because you took more money from my bank account. Guess what? They never give even a 0.01£ back. MISERABLE JACKALS!

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

My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
In the meantime money has been taken from my account for billings and services I am not even using...
Currently, I am looking for ways to legally seek my rights.
Avoid this company they are frauds and will give you only extra trouble and problems.
They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...

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!

Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.

Stay away if you value your time, money and sanity.

This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.

After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.

This company has the most useless, incompetent, joke of a support department that I've ever interacted with.

Disappointed!
My acc no *******
Today morning virgin media took £70 from my bank but my monthly bill is £31, they took the money without informing me, when I call the customer service they aren't helpful and rude they simply hangup on me. They can take my money buy they can't explain me or give a good reason. Its a biggest scam taking peoples money without letting them know! Its a biggest scam for sure! As a more than 5 years customer i had enough now

Awful customer service
Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.

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!

I live on Camberwell Grove, SE5, in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.

Awful service.

Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - ******* 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.

I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman

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.

Was double billed for 3 months. Put in complaint which went nowhere. Extremely frustrating customer service.

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