Virgin MediaReviews 107

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.

Due to an emergency i need to leave UK I have paid without fail for past 9 months. Virgin is charging 224 Pounds as disconnection fee for closing teh account 3 months prior. Please dont take Virgin Media.

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

Terrible. I live in central London. They did not come for modem installation for 4 months.when the day comes, the date is postponed

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

Recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...

Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.

So I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie? They wouldnt budge on it.

Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month...

Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!

All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.

This company is owned by thieves and I regret being a customer for so many years. 1 star is too much to give them for what trouble they done to me. When my contract expired I called and told them I want to close my account and move elsewhere. Before that we had very bad internet connection, every time I called their engineers only told me to restart and restart the router, that's all they knew. When I decided to close my account, the agent said they would send an engineer at our house to see what is wrong but first we must sign the renewal contract. It just seemed strange to us and decided to close completely. Got some calls back but kept refusing them. All good until we had to return their equipment. One of their people came to our house on 10th of February, he took the router, didn't give us any proof of collection and left. He said we should receive confirmation of collection by email which we never received! Since that day we've been haunted with emails, messages, calls and visits to return the equipment or pay the charge. I called numerous time to explain that it was returned, they never did anything. Just kept telling us to return it or pay it. I have absolutely no proof from that collection day. They are thieves and I'm completely disgusted with this company. I received another letter to pay the charge now. I just don't know what else to do in my situation. I complained by phone and in written, they just don't care. They got the equipment and they want the money as well. That's great, probably this is their client retention policy. I regret being their client for so many years and in return being treated this way. Everyone just avoid this company, there are many companies who have much better prices and services and customer service. Virgin media is a very bad company and I already advised all my friends and family to move elsewhere. This is what they deserve, thieves!

For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee.
Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again.
TERRIBLE!

I've been a Virgin Media broadband customer for over a year. It is the worst broadband supplier I've ever had: signal comes and goes every +-2 hours and we completely lost internet 2x for the whole afternoon in the last month. The website and app are designed to prevent you from speaking to a support agent and it's therefore near to impossible to resolve issues where the solution is not available in the support centre. Calling them is even more useless as you get to interact with a dumb bot that never provides the information you're looking for. The VM broadband package is appealing as it's one of the fastest in London, but don't get fooled by that as the broadband quality is worse than some of the 3rd world countries I have been to. Switching to Community Fiber now... 4.4 star rating / 6x the speed for the same price.

Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don't care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.

Hi! There is impossible to chat to customer service. People who employed do not speak english. I spend now 40 minutes in the phone to speak with person who do not understand english. Each word she pronounce slowly and do not understand me also. I need to turn the phone off and go probably for another provider.

Absolute liars!
I was given a connection date of 29th December. On the 21st December I was advised my connection would now be 13th of January
I called and asked if they would be advising my current supplier of the delay so that I wouldn't be disconnected early and was told they can't do this and that I should contact them myself to cancel the cancellation date for a few weeks (29/12/22 - 13/01/23 - original installation date to revised installation date)
My current provider explained that because Virgin had taken over the line, and it was technically theirs now, I am unable to make any changes through them.
I explained this to Virgin and they offered me a dongle with unlimited use free of charge to use in the days I wouldn't have a phone line/internet. I agreed and was asked for all my personal information and bank details…. They wanted to credit check me for the FREE dongle!
I'd just had a credit check to join them and now they wanted another one! For a free product!
These hard searches affect your credit score and to have to have one done for a free product is a joke!
As I refused and explained it wasn't good enough, they said they would now make my repair appointment a priority and that someone would be out today and if all went well I would be connected by my original instal' date.
Surprise surprise, nobody turned up, a whole day wasted!
I've now told them I don't want their services no matter what and now I've got to wait for them to contact my original provider to verify they won't be taking over the line and that can take up to 48 hours! Probably longer because of Christmas hours.
Messed about and lied to for nothing!
Disgusting customer service.
No wonder they rank so low on here.

Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.

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.

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

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.

Don't deserve to be in business. On second attempt at getting broadband put in but they keep turning up to fit the cables but the prior construction has still to be done... This has been going on months again. They keep moving the install date. Please can somebody with even a quarter of a brain step in and sort this out.

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

I wish I can give a Zero star to virgin media but unfortunately the lowest star is 1. If you intend joining a network and don't want your bills to keep increasing without being informed then please don't make the mistake of joing virgin media. They are set of liars and they lied to me in May 2019 that if I join there network I will pay £33 pounds for 18 month contract. After 4 month of being with virgin media, they increase there price to £59 pounds month, which wasn't what they initially told me. When I realised that they've increased there monthly bill, I had to end the contract, because I ended the contract they further bill me of £102.27, a bill that I never used and insisted that I have to pay, they began to send the debt collector to disturb me about the payment, they spoilt my credit rating as they reported the case to the credit authority and my credit has been affected by them.
If you love your credit report, and don't want to keep on paying extra bills in comparison with what you initially agree, Don't join virgin media.
Lastly, when I saw that they've gone a bit further to spoil my credit report, I contacted them to voice out my complain, one of there customer service Listened to my complain and confirmed that my bills have been written off via there online chat service, after 2 weeks of confirming that my bill have been written off, they came back to say that was not what they meant that I still have make payment of £102.27. I showed them the evidence that confirms that my bill has been written off, but they said written off means I will have to pay. I wonder how stupid this people are that they taught they are tricking a kid.
In conclusion, if you love your credit score and don't want excessive bills after some certain month of joining a network, please Don't attempt joining virgin media they are liars looking for ways to extort customers.