Virgin Media Reviews 82

Well having arrived here I can see there's little point in adding a review, VM don't look at TrustPilot and their score is almost as low as possible. Trust Pilot need to amend the system to allow zero stars. I was going to be kind and award 2 stars but now I see VM don't give a ...
What should be a simple routine issue has become a major hassle costing customers' time and making VM look utterly incompetent.  I simply need a replacement TIVO remote. There's no question that some buttons are worn out.  The phone system sends me through a maze of questions including needing the password I set many years ago, one of several I seem to have accumulated for different bits of VM (like the different one to log in to the web site) and a PIN, when the mere fact that I'm calling from my VM phone is a pretty good identifier.  If it were someone else masquerading as me what's the worst I could do? Order a second remote?  Big deal!  It's not like it's my bank account.  Having failed on the web site and complained on line after reaching a "click here to order a replacement remote" page I clicked to get a "page not found" error.  Emailed a request for a new remote and complained about the web page, the resolution was effectively "can't do that, phone again".  So back to square one. Where I aborted the previous attempt was when it said it would run a remote test on all my kit, utterly unnecessary as I very much doubt the test can look at the TV remote, still less fix worn-out buttons. Second time I went through the maze again, I let the test run waited for that to complete and it said "no fault found" (what a surprise!) .  Then it dropped me into a queue to speak to someone.  After a mere 15 minutes I get some guy with a "challenging" accent who wastes another 5 minutes because he's wanting to "upgrade" my account, nominally something a few quid cheaper with more TV channels.  I've fallen for that before, a new deal probably means a commitment to a new contract with a 12 month lock-in and possibly the reduction is "an introductory rate".  I don't want that because BT have recently run fibre down our street, I've been checking what they offer - I can get a like-for like service from them £20/month cheaper, full FTTP.  Whereas I was glad to depart BT on the basis of the [expletive deleted] quality of service over 2 decades ago it's beginning to look as if VM are going the same way, especially given the frequent price-hikes and "marketing" phone calls (I've arranged for all calls from to VM go to voice-mail).  Outcome: I can expect a new remote in 4 or 5 days..

It really must take a special kind of moron to be a Virgin Media ""customer assistant".

Now, I agree that VM perhaps don't get things right occsionally but I have yet to contact them and end up anything other than furious.

The latest lying clown told me at 6:15, that the item would arrive before 6:00. When I told him I had Yodel's tracking page open and they hadn't even received the item, the chat stream suddenly stopped and I got a message asking me how well had my question been dealt with.

They do seem totally incapable of telling the truth.

Oh well. Eond of contract will mean a switch to Sky, even though I imagine they get their morons from the same supplier.

Worst customer service I have ever experienced. Trying to get an issue with on demand resolved and failing miserably. Any advice, been on phone for hour and a half. Had engineer out made no difference. Will probably have to leave.

Avoid at all costs, prices increase days after contract renewal. Then advised package will be discounted but call hander lied and kept no notes. Virgin media now refusing to listen to the call and in deadlock for arbitration. A company where the customer comes last!

I have had an ongoing dispute with virgin media for the last 8 months, it recently took another low point in our relationship we’re upon a representative for virgin lied to abstract money from me. That person stated they had a call recording of a conversation which I required ( if true), but to get this recording I would have to settle my arrears belonging to me ex- wife, which I did, but then it turns out the recording wasnt available and nobody has phoned me back,

Sign a contract for 26.50£ monthly. After 5 days they have increase to 29£ without asking any permission o send any email.
Worst company ever and worst costumer service ever.
Stay away 100 miles from this company

(Customer support), I had no option to talk to anyone above the person dealing the sudden £180 per year increase, the advisor was rude, and made me feel very uncomfortable, being a 16-year paying customer, what actually made things worse, was the advisor after I requested his name, cut me off, he called back in 3 minutes, and said the call was disconnected, then shortly it was disconnected again, I checked with my mobile service provider and was advised there were no issues why this would/could happen, it is reasonable to assume the intention was to cleverly end the conversation.

Trouble logging in to my virgin media Wi-Fi. ? Cannot log in to my Halifax account and lots more sites, ? I have phoned Virgin media around 25 times in the past 7 days for help ??? And have received no help... I asked for a engineer and was told cannot... lots of sites or blocked... cannot use..... Virgin media have offered me no help In the past 7 days...Just keep passing me on to other people who then hang up on me ,, I was told it will cost £230 for me to cancel my account.... I have been with Virgin media 14 years..... had nothing but trouble .. Customer service they have not GOT arrogant,,,My opinion avoid join virgin media expensive and waste of time

Is it just me but I thought broad band and internet were similar. I had an issue with our internet, it was not working properly. Multiple calls and automated advice later I actually got to speak to a human being who informed me I required an engineer to visit the property. I explained to the advisor that my daughter was working from home and as the issue was our internet her company refused to pay her for time the system was down, this was roughly £85. He informed me Virgin media do not guarantee internet service within the home! I asked then why was I constantly being upgraded at cost to me for super fast broadband? He said they are different, to say I was confused is an understatement. An engineer was booked for the following day, which I thought was quite good. This gentleman was professional and very informative, he explained about internet speeds and that having super fast broadband does not necessarily mean good internet signal🤷‍♀️ Virgin media do not guarantee internet speed or connections in the home. After all this we did not have a break down in our system just an issue with the signal which could have been sorted over the phone! Miss information about 2g and 5G given by phone advisors, miss information about how to fix the issue. I am shocked that there is no guarantees with internet speed and no responsibility taken by virgin media when it goes wrong. I am stuck with them as I have just renewed my package and yet again paying for a super fast broadband which isn’t actually super fast. Very disappointed with virgin media’s response to this issue. First class service from there engineer though.

Virgin Media is a terrible company. Because I was moving and out of contract with them, I cancelled my broadband contract both over the phone *and* by registered mail three months ago. A few days ago, I received a first message from them, with my name spelled incorrectly, asking for payment, after which I urged them to call me. Today, I received a second text message, saying that my "account is now due to be sent to a debt recovery agency". Absolute shambles of a company and impossible to reach when you want to speak to them.

PS: Will keep posting each time I receive one of their abusive text messages.

The entire process with virgin media’s customer service team have been a nightmare thus far and haven’t even got my broadband installed yet!!

Firstly, I would advise calling of you want to get in touch if you want an issue sorted as you will wait a long time to talk to someone via their online chat and even then I didn’t get my queries sorted.

In regards to my main issue with VM. I received an email letting me know a engineer will be installing broadband into my new residence on 7th. I rang VM explaining I will not be in the property at their time so we agreed to change the appointment to a couple of days later. Few days after I called I received a text message telling me the appointment has now been changed to 14. Since I work from home and only received a text message and not a phone call asking if this time would suit frustrated me. I rang VM asking why this appointment was changed and received no explanation. I mentioned that I am WFH and needed this on the agreed date. Instead of addressing this issue they asked if I had VM mobile contract and tried to sell me a sim card to add onto my broadband contract. I have to stop the representation three times before they would change my activation date back to what we have previously agreed.

I am still waiting for my broadband to be installed. Given I’ve had so much trouble this far i don’t think this will be the last of the issues.

Dear Sirs, I am writing this on behalf of my wife who has problems with the English language and about whom I have Informed you. This is once again where Virgin is preventing the complaint from being professionally resolved. You sent your reply on 03/22/2021 and you expect me to answer your solution to the problem by 03/23/2021. This is a scandal. Virgin gives itself 28 days to respond, while the customer receives 1 day. This action has nothing to do with professionalism. You write that you have tried to contact my wife. That's not true. You have only sent information once that you are investigating this complaint and will communicate the results of the follow-up. This is another time when you do not keep your word and the agreed terms of cooperation. Moreover, despite the incomplete validation of my complaint, you have changed the terms of the contract. Such behavior has nothing to do with your declaration of the highest possible diligence in customer service.

I know they aren’t available I’m many areas but as they are in mine and I use them I can say hand on heart it’s good.

Their speeds are fantastic most of the time and the equipment is reliable and works well for a long period of time but I personally am experiencing issues with mine which I will tackle ASAP

But the reason for the review and stars is I find their customer services the worst I’ve ever encountered ever ! as a consumer across many platforms and life in general these are by far the worst !

Their billing is constantly an issue and yes.... it’s always more than I think I should pay rather than less and is so complex that it’s actually hard to point out these to be able to get the resolutions I should have.

Weighing it all up if another provider could compete with bandwidths I’d jump in a heart beat

The virgin TV service is completely unreliable, you can't enjoy a film or anything on playback as is drops out 3 or 4 times per hour and they have forgotten what customer service means......

Despite having had them disconnected from our property as our broadband provider since OCTOBER 2020, we have continued to be sent enormous bills for internet we haven't used. We switched to talktalk on the 20th on October and have been delighted as its a better service for a fraction of the cost. I tried to log in to virgin but they actually have deleted my account as per my request. I tried to call the complaints line but because I couldnt remember my security login I got some awful patronising, smug woman tell me they have to send a letter, after sitting in the que for 32 minutes listening to VERY annoying music. For months I have been telling debt collectors, sent by virgin, to stuff-off as we dont actually owe them a crumb, as they have physically not been hooked up as our provider so their attempts to threaten cutting off the property have been hilarious. They honestly have some of the worst, most inaccessible customer service on earth. Rip off prices and trying to scam disabled people out of what little disability benefits they scrape by on. disgraceful. leave us alone! (account is 849732605)

Virgin Media continues to provide a lousy service as usual, I have had so many problems deal with them.

The problem this time is with Virgin Media Go, I am subscribed for SKY and BT Sp ort. I am supposed to be able to use five devices to access Virgin Media Go with my subscription but everytime I logon with my laptop it uses up an allocation, therefore, once I use the laptop five times it says you have used up all your allocations on five different devices which of course I haven't, this means i cannot access the sport. It is useless trying to phone because you can never get through to anyone who will help you, online chat does not work, send emails and they do not reply. On the website, it says that it could take 28 days for them to reply if you are lucky, this is the kind of service you can expect to recieve.

This the second time in side six months I writing a complaint about Virgin media.
This time the problem is that my contract ends on the 3/2/21.
I called to set up a new contract on the 10/1/21. All went well and I was given a new contract to start on 3/2/21. I received confirmation and was sure everything was ok.
Today I received a email saying that my contract was coming to an end and my bill would be increasing.
I phoned Virgin to see we was going on. It had taken about 20 minutes to get to talk to someone. Then the rigmarole of questions. Well I couldn’t remember my password but I have answered everything else that I was asked. The person would not continue with the reason I was calling.
I did inform him that I was just getting over the 6 months of having problems with being unable to make international calls when I needed to.
I did remind him that I should not even have to call Virgin as a renewal contract was all ready set up on the 10/1/21.
Extremely frustrating. Really
Should expect a better service.
I am still waiting for my request for information regarding why I was unable to make international calls when I needed to.
Maybe Virgin Media should concerted on providing a better customer service and relate to the people on the phone and remember it takes an average of twenty to fourth minutes to speak to anyone. Exasperating

Impossible to get to speak with someone. Been left with intermittent service since December and the engineers keeps delaying the fixing. The support phone number is of no help as it cut off and give no option but to wait for the problem to be fixed which now is been delayed for 5 more days.
I'm paying £49.50 for nothing and have to upgrade my phone plan to be able to tether.

All I want is to speak to someone who can communicate properly and knows what there doing

Made an order online, had confirmation email with install date, heard nothing else so phoned them 3 days before install date, only to be told there is NO ORDER ....!!
spoke to about 6 different staff in INDIA to get this info..

so im on the phone to SKY right now to see if i can keeping my SKY account as VIRGIN are so UTTERY USELESS !!