Virgin Media Reviews 3,887

I have been charged extra on my last two bills.
Tried to speak to customer services, after explaining my problem the lady was struggling to explain why I had this issue then hung up the phone.
So annoying after all the time it takes to finally get through

Can’t play a game at all with this rubbish WiFi… always disconnects and the router has been broken 3 times already without it being touched. Booked 3 engineers within 6months of use…

Hands down the worst telephone handling system in the entire world, so obvisouly focused on allowing payements to be collected with ZERO options for HELP, so dissapointing, Im sure when Richard started this business he wasnt expecting this, I'm really really surprised by how crazily rubbish and frustrating the experience is. I think its going to cause me to murder some random person Im near, or ram blunt pencils myself through my eyes, hands down the most frustrating experiences of my entire 50 year life... Please save years being added to your life and go with anyone else, (BT/SKY/BA, anyone really will be significantly better), I'm waiting for Jeremy Beadle to come round the corner and say its all been a wind up, I cannot wait to have my contract ended, and I really hope for the good of UK business reputation that Vigin Media goes bust, and that no-one else has to endure the painful process of navigating customer services!!!.. #I have no WIFI service, and not one person is listenening, only real person I eventually spoke with said they could only look at this if I signed into another 24 month contract as I'm out of contract !!! I'm being charge full price (And some) for services I havent been getting, I'm pretty sure this is tantamount to theft, or very least an abuse of some sort.. PLEASE PLEASE PLEASE avoid virgin media like its the plague... or have a decent supply of antidepressant drugs to help you following entering your agreement

Cold called at my address from Virgin, I explained to the sales person that he is not supposed to come to my address because I contacted Virgin previously when they woke me up twice after doing a night shift.
The sales person became aggressive when I asked for his managers name and contact details. The cold call salesmans name is Ricky Samra.

Absolutely awful experience with Virgin Media. I've been without internet for several days now, and to make things worse, they cancelled the engineer appointment at the very last minute. No explanation, no follow-up, just radio silence. Working from home has been a nightmare, and customer service has been completely unhelpful.

I really regret choosing Virgin—should have gone with Sky instead. At least they seem to value their customers and know how to keep an appointment. Avoid Virgin Media if you actually rely on your broadband.

Oh my, useless customer service. avoid at all costs. hours of my life i will never get back

Am FURIOUS. Switching from Sky today. Was told Virgin kit would arrive yesterday - as it did - and then engineer would come today - as havent - and not coming till Thursday. So now got 2 days withoit internet and tv!!! Hours on phone to them gettjnv nowhere

After weeks of internet chat I found a number I could ring and speak to somebody. The lade was beyond helpful and promise an engineer visit. sure enough, bang on time, David arrived and within the hour my Tivo box problems were solved. He was polite, helpful and very, very good at his job. Thank to all concerned.

Absolutely useless customer service. Don't even bother trying to phone then. Trying to cancel the contract that has ended, mission impossible! Was originally switching broadband supplier then decided didn't need broadband. They told me they were going to charge me an early exit fee for a matter of 1 day. After cancelling switch they tell I need to give them 30 days notice. Nope sorry contract has ended and I did not agree to renew

I have been charged for a Netflix subscription that I did not want or authenticate. It took ages to fine anyone who could understand or help with the problem.

There is a lack of understanding at lower levels which makes the support useless. Avoid this provider if custom services is important.

Appalling customer service, happy to tell untruths, damaged my property on installation. Don’t touch with a barge pole

HORRENDOUS experience with Internet being down - just received the 8th!! Txt msg saying that they have to reschedule broadband service repair, we have now been without Internet for 2 weeks. With 2 children and a husband that works from home it is terrible service - will definitely changing provider

They are just disgusting
My broadband keeps disconnecting more than three times a day and this is happening every single day and I have been with them for two months now
I contacted customer services many times they are just lying telling me I will be sending new hub and they don’t when I contact back to ask they are saying they don’t need to send me new hub because everything works fine on their side and when you ask what’s going to happen how they are going to fix it they want to charge for engineer visit or they just hang up on your face
Their app web none of them works you are disgusting I have recorded everything I will be taking them to court because they don’t give me good service

Their customer service is appalling...signed up to them when someone came to my home yet was never informed they would be taking a month's payment in advance...trying to communicate with them is the worse experience ever - when. I said I wanted to go back to my previous supplier they then say I will be charged again for a disconnection fee...they are not transparent or clear re their billing & am finding it so so stressful .... absolutely shocking to deal with

New customer and absolutely non existent customer support. Choose another provider!

Had some technical issues and on both occasions made to follow troubleshooting on chat, then referred to WhatsApp and virgin never ever get back to you.
I’ve had poor internet since I ordered it on 2nd May and no help available. Maybe some e will actually help if I add this here!

I have kicked Virgin into touch. The worst company I ever had to deal with. Closed my account and been sent a final bill of £106.52 but when I go to pay it the figure is completely different. So when I go to try to speak to someone there is only a bot who has less sense than a newborn baby. I left Virgin not because of the package but the awful customer service. Avoid Virgin at all cost.

If I could leave zero stars I would! As a company, we are out of contract so should be able to cancel any time, that's what the contract is there for. We are moving and have been told we need to give 90 days notice! I will be on to trading today!

Refusing to change my billing date even tho I paid a month early twice to do so! This is discussing! Twice I’ve tried to change my billing date, I paid £42 on the 9th April and £42 on the 29th of April in order to change my billing date and apparently they can’t do that because I have an outstanding balance!! Again I paid early twice in the same month!! This is so frustrating & distressing, I am disabled and house bound so I find it difficult to leave my home and to communicate, the last two advisors clearly didn’t want to help me, they was rude and not understanding, they wanted me to pay my bill early again!! I’ve never defaulted in any payment always pay on time, now my payment date has changed I’ve tried and tired to change my billing date with virgin media and they can’t do it!

Hi all , moved house from Cardiff to Pencoed informed VM 2 weeks before hand , told us that there would only be a £25 reconnecting fee and only 2 to 3 day connection wait , guess what all lies , first of all they made us wait 2 weeks for connection then tried charging me £116 first estimated bill also they wanted to charge me £46 per month full price "just for broadband 50GB" , then I had to endure a grand total of 5 hours in total on the phone trying to get them to fix it , my god I knew VM were bad but didn't know by how much , what the heck is going on with this dreadful company , the customer service is absolutely abysmal . VM take a good hard look at these reviews it ain't good is it !
I felt so stressed I could have screamed at VM , please avoid these jokers at all costs , I had no choice but to continue with VM as I was in contract otherwise I would have ditched them , they wanted £120 to leave , my plan was to go with sky which is still a future option , VM you're the very best at being very bad 10/10 , if there was a Golden Globe for bad companies you'd win hands down

Should be an option for 0 stars. We contacted to cancel our broadband as we were not being provided the guaranteed speeds/service. We were met with possibly the most incompetent customer "care" team known to man. Unfortunately they had covertly upsold us an 'upgraded' package the previous year, which put us in a new 24 month contract, meaning we were due to pay an exit fee at the time of cancellation. This was not communicated to us, and we did not sign anything to confirm consent to this.
We were passed from person to person, raised a complaint, then they sent us a complaint resolution for a different customer! We contacted them again and they confirmed they had since closed our complaint, again without our consent. After being passed around the teams again, we spoke with someone who agreed to finally close our account for us and agreed to not charge the exit fee. We sent the broadband box back and thought that was the end of it.
Cut to today, and we've received another bill! We contacted them again and they explained the account was closed, but had since been reopened off the back of the complaint, and the broadband was still active. We've been told that it's now finally shut down, and while I'd love for that to be the last time I have to contact this shambles of a company, I'm hesitant to believe so.