Virgin Media Reviews 3,887

You can usually get to a person on the chat but on the phone it is impossible. The chat team are not allowed to change some things on your account, so you end up in a loop when they send you to the phone. They tell you to press certain options but the phone system is voice recognition and does nothing when you press keys. Took an option to get a call back but just sent me a text message with a link back to my account where the problem started. One hour so far and only option they've given me is raise a complaint . . . which I have. Totally useless. Feel sorry for the chat teams

Virgin Media does not take customers complaints seriously. I still waiting to get my complaint resolved
It has been over 4 weeks.

I was with Virgin media home broadband for couple of years.My contract was ending in August so I have given notice in July-about 35 days b4 my contract rnd.I made multiple phone calls and used online chat to confirm I terminated the contract.I had new broadband connection in August and Virgin media was aware of it.I woke up this morning to see they have taken direct debit payment from me today .I haven’t used their services since end of contract yet they ‘stole’ my money today.I will issue a complaint.Enough is enough

Virgin media is such a pain. I asked to downgrade the current package as am out of contract. These clowns put in a cancel order at the current address and put in an installation request at the new property. very dishonest.

Abysmal customer service. Impossible to speak to anyone remotely useful. No acknowledgment of communication. Do yourself a favour and use a different Internet service provider.

Horrible customer service and horrible service. Outages at least once every 4 weeks. Right now my router hasn’t been working for 6 hours.

Automated system doesnt give the correct options needed. It then gives you irrelevant information and terminates the call. Online login is broken even with O2 auth set up and 3-4 days for IT to resolve. Customer service agent wouldnt pass me through to the complaints team.

How can you speak to someone actually speak not text I'm 80 prefer to talk to someone

Phoned up for problem with broadband, never got sorted as he said he couldn't understand me which is comical as Im English and he obviously wasn't, just put me on hold on phone then they hung up after 17 minutes

Awful speeds, awful customer service. Dont bother. Wish I could give 0 stars

Rob (COO of Virgin Media UK),

I am writing as a fellow professional - I have worked in telecoms and led customer experience. I am truly shocked at what my parents are experiencing with Virgin Media. We are trying to purchase Virgin Media services and have been doing so since 22nd August! We have been postponed 3 times (the 1st date was 26th August) despite an audit person attending and writing down instructions for your installers. We have today been postponed again until October 7th. This is UNACCEPTABLE I am sure you will agree.

Please can you look into our case RS1001026080.

I would like the proposed date of Thursday 25th September to be reinstated. We need someone in authority to make a compassionate, sensible decision.

Many thanks in advance,

Alex McCallum 07808 585550

Virgin Media are truly terrible. The chat service starts off with a bot with basic menus. You're then connected to what's supposed to look like a human. It isn't, it's another bot and not even a good one.
On moving house the bot told me I would have to pay 3 months in advance on the 1st bill at the new house. It couldn't explain why. It then said 1st bill would be a double bill, again couldn't explain why. The actual bill when it arrived didn't match the amount stated and said the additional charge was for a new service. Virgin also switched my mobile contract to O2, switched the SIM payments over but not the handset charges and while they are still charging me for the handset, there's no bill for it on my O2 or my Virgin account. Money has left my bank account to Virgin but there is no record of any bill matching that amount.
The internet service isn't really acceptable, it frequently (about twice a week) drops out for about 30 minutes and if you have any issues, best of luck getting them resolved. Catastrophicly awful customer service. Save yourself the stress and go elsewhere.

Virgin Media account hacked four months ago. Charged since then for Netflix Premium Account that isn't mine. Further scammed by call handler who claimed because I was out of contract he could not cancel the fraudulent Netflix Account. Foolishly, as I now know, I renewed my contract and am now stuck with the chancers. Netflix charges have continued. Numerous very, very long phone calls, two submitted complaints forms (neither of which have even been acknowledged as received yet alone dealt with!) and trying to cancel it myself on my account (it shows 'cancelled' for a day and then pops up as 'active' the next day!!!) have all failed. For customer service Virgin Media are THE WORST company I've ever come across. Avoid them like the plague!

big mistake, horible Bengali support answering one question 3-5 min. Charging horrible money out of control. I should be refunded 40£ few months ago never happened, Offering Netflix but not taking control or responsibility..

I would score less than 1 if I could. Do not move to virgin media. Just awful liars and customer service the worst I have encountered anywhere in the world.

After signing up for Virgin broadband, tempted by their price, they have continuously spam called me.

They have called me every day, approximately ten times per day, despite committing to remove me from marketing calls on 3 separate occasions.

It's bizarre, given that I'd literally just committed to becoming their customer for the first time.

Terrible company, total nuisance, breach of my right to privacy, misuse of my data.

Have not had broadband/WiFi for 2 days now. Told various reasons for this but different customer service advisors who just talk over you, trying to get you off the phone. Have even been told to wait 48 hours and it will come cack on! No explanation how they know this. Very difficult to have no Internet when you work in the NHS and need to look at results etc late into the evening at home. Will definitely move to another provider when my contract finishes, which is soon, as service, speed etc has never been good.

Awful company can’t wait to leave overcharge ,can’t get through can’t access my account

Poor customer service, "nothing we can do" is their favorite thing to say. Won't reimburse me for a service I wasn't using. Not the first time. But definitely the last I'm going with them. Cheap bastards

Trying to reset PIN my tv said to phone the virgin number. The automated menu does not work. Customer service in my 3 months with virgin is worse than sky.