Virgin Media Reviews 3,887

Terrible service, I will never ever use this awful company again
I am paying for internet that does NOT work. I have no internet at all. Customer services is the worst I have ever spoken to. They say they will resolve my issue which has been going on for weeks and nothing has been done.
I do NOT recommend this company at all
The ratings say it all

After getting evicted i needed to cancel my wifi, I assumed i would be paying some form of late fee but I was not expecting the charge to be £600!! Despite being a customer for nearly 4 years. They said this fee is not up for negotiation. For additional context the monthly fees regularly increased to the point that their slowest contact was more expensive than their competitors fastest contract. STAY AWAY

I'm frontline member staff. It's come to the point of that your services are overcharging staff members are rude. The customer service is absolutely disgraceful. I was signed into a contract of 18 months in march last year. They're telling me I still have 8 months and 22 days left. When I told them march this year would have qualified for 12 months. They're telling me I still have 8 months left. And I signed up in July more lies I don't know how that is because it does not add up. I will not be paying my bill and I will not be paying further bills I have now left as a custom

I’ve been with Virgin for years- home phone broadband and tv. They’ve been okay but in recent years really difficult to contact. I contacted them to tell them I’m moving, they don’t cover my new address. So then they charge me £1210. for “early disconnection fee “ Obviously i appeal they say they will refund me, but they take payment anyway and it may take them 45 days to refund me. I imagine they will hope I forget/wont chase them. I spent hours sorting this out- on data as still no broadband- and then they threaten me with a charge of £130 for not sending back their equipment. I spent ages sorting that out too even with proof of purchase. So angry and disappointed

Chat bots take you around in circles. Next to nearly impossible to cancel the contract. Automated bills that you do not owe. Never again!

Awful company. Never works. Pay £120 for rubbish service. Would not recommend this company at all for any TV or Phone provider Totally unhelpful. No TV for 3 days. Won’t send an engineer out until 2 days later. Now looking for a new provider. Enough is enough. Time to go!

If you ever try to leave Virgin Media it's akin to wading through treacle - rather sticky. After at least 6 calls relating to cancellation and returning their kit I was still receiving a monthly bill and collection agency letter! It's Customer service incompetence in the extreme with this company. I would never return to Virgin Media after this experience alone. Their prices were my initial reason for us leaving, but this poor customer service has cemented my decision.

To top it all I have just tried to complain about their service on their website, but a message saying "Oops, looks like something's gone wrong on our side. Please try again" popped up with a sad face emoji! You couldn't make it up!

spent ages on the phone and their chat service.phone was cut several times and chat service leads you up and down the garden path for ages with question after question and then more questions! still nobody to talk to.this is without a doubt the worst company i have ever had the misfortune to deal with.
what starts as a call to clarify some issues leads you nowhere (obviously designed to frustrate you so you give up ).ALL avenues lead to pay pay pay,absolutely no assisstance availailable.there is NO customer service at Virgin Media

I was with virgin for about 4 years, and I have to say the product was very good, and I got a good discount along the way.

However, when I moved house, and they could not supply the services at the new house, this is where the problems arose.

They agreed to waive my fees, but asked me to return the kit, and I agreed to do this, however it was impossible to communicate with them, and I had to raise complaint after complaint as the customer service team could not handle basic instructions. This eventually ended up affecting my credit rating, because they consistently said one thing and did another.

I have got my credit rating corrected by virgin eventually, but I have spent 20+ hours on this getting it resolved, with virtually every one I spoke to, not having the training to deal with the issue I faced.

You do need to back up the product with some sort of service, and this was very very painful.

Will sting you whoever you leave,gave them a months notice,still charged me £85
Will never use them again

Dirty scum . Workman argue outside your properly despite we have no virginity media . Never wanted any and want to Dig up part drive way . I don’t think so will be reported to police enforcement and ombudsman!!!! We have a CHOICE !!!!

This Company has the worst Customer Service than any other Company I have ever used, it is absolutely appalling. It is now so hard to speak to anyone at Virgin Media that I have decided to leave them after nearly 30 years. I joined this Company when they were NTL and decided I wanted Cable rather than a great big dish on the side of the house. Gradually over the last 5 years things have got worse and worse. I have decided to leave them as my Health cannot put up with this appalling Company any more. The Handset on my 360 has stopped working completely. I could not find a number to speak to anyone at Virgin so I ordered on line on the Friday, they said it would be delivered Sunday, nothing came. I managed to speak to someone by pressing the “I am thinking of leaving”. They told me the order had been cancelled, no explanation, apology nothing from the person that was obviously on the other side of the world and could not care less. She put an order in for another replacement handset to be delivered Wednesday, and guess what, nothing came. They keep saying use your phone as the Remote which I do but it’s a nightmares. Just tried to contact them, and their whole system is down. What a dreadful Company. Sky here I come.

Horrible! Worst customer service possible. They recently "upgraded" their service to voice over. It's simply unmanageable and exclusionary! Advising anyone to avoid Virgin at all cost. Their router is weak, had to upgrade to my own router, image quality was poor from their TV box. Closing my account on the expiring date on my contract was also a nightmare.

Can't speak to anyone. Bot is useless and it's starts saying 10 minutes wait so state will use that and not WhatsApp and the wait increases to 18. Customer service is non existent. Disgrace

They literally lied to my face , worst customer service i have ever experienced. I will be going to Communications Ombudsman. Promised me a completetely different price than what they billed me for and then when i got in touch multiple times told me my credit will be applied. Was billed the full incorrect amount. I WILL.BE CANCELLING AT THEIR FAULT

Unreliable service.

Since I've started the contract with them I've lost service at least 6 time ( for two or more days ) for technical issues in the area.

This is ridiculous as it never happened with any other provider, this is why I'm switching back to BT ( a reliable provider ).

Was so easy to talk to sky , takes 2 hours to talk to virgin media absolutely terrible customer service , my delivery's have been lost twice in a month , AVOID AVOID AVOID

I have had the same problems as most people on this site
Overpriced contracts, when cancelling, offered cheaper price then find when accepting, price gone up!!!
Took me 4 months after cancelling to sort out the bills as they charged me for, One I never needed to pay, was finally sorted by the Ombudsman
Richard Branson no longer owns Virgin, now owned by Telefonica Spain
My son is having the same problem still recieving bills 2 months after leaving and paying the final bill . Originally with Telewest a great company , Virgin took over, all ok until they took their call centres overseas!! As each year goes by their customer service gets worse .

They make it impossible to sort anything out regarding subscriptions, managing a package (unless it's to upgrade) and cancellations.

So it is not acceptable that Virgin Media keep me without internet for a whole week saying they have a technical problem and they don't even think about coming quickly to solve it. For so many people in the area where I live uses this service and they all face the same issue, it is unacceptable and totally stupid. I strongly not recommend this service, I was a regular customer for 10 years straight and for stupid service like this , also people incapable of talking to customers and giving them some ideas and suggestions, people incapable of coming to repair a broadband in the area, and the only thing they have said, they can offer you a service with a discount, I don't care about the service they offer me.