Virgin Reviews 

I Upgraded Virgin Media on 30th November items were delivered on 3rd December. Tried to install one box would not work. I had been informed that there was a national outage from Wednesday 1st Dec - Saturday 4th and the new box would not have worked anyway.

Called Technical and Engineer came out on Saturday 4h December who informed me that one box was faulty and changed it. It worked for two days and stopped working on Monday 6th Dec.
Called Technical and after 3.5 hours on the telephone being passed from person to person to inform me that the account had not been set up correctly. I was promised replacement box by Friday 10th December. Only to be informed job had been closed so I wasn't getting a replacement box. Job re put on system for delivery of replacement 360 box for delivery today.
I was informed that I would get a two hour delivery slot today 14.12.21 and after taking another day off work this box has still not arrived it is 18:00 and no delivery has taken place.

I do not know what else I am suppose to do to resolve this issue and every person I speak to just tell me false information.

I will be seeking compensation for all of the above and we will see how long it takes Virgin to totally deal with this issue
Shocking Customer Service
After being with Virgin for over 20 years this is absolutely shocking service from Virgin. to have no TV for over two weeks is disgusting.

Had been with Virginmedia for 8 years., though Tv package only. Moved house 6 months ago, Virgin arranged to move services to a new property. Had cancelled and rescheduled engineer appointments every month, three engineers turned up on different occasions, all said will need to phone to superviser and so on. Every phone call to get an update I will end up going around the circles, one person redirecting to another team and so on, endless to confirm details and you need to speak with someone else. After numerous phone calls and months of waiting, had to cancel. Glad my internet not with Virgin media, Hallelujah!

I have been with Virgin media for 9 months, the service is OK not great, sometimes good, sometimes very slow. On 22 October Virgin sales phoned me trying to sell me a faster broadband package I said I am not interested, the woman insisted I listen to all the options, so I listened and then said again I am not interested. I have been phoned repeatedly every day offering me the same deals I said I don't want, sometimes the same person phones me on my mobile and then on my landline and will not stop harassing me. I phoned Virgin and asked them to stop these calls and they assured me I will not receive any more but today the same man phoned me with the same deals, once on my mobile and then again on the landline. I have decided once the contract ends I will only have broadband I do not need a landline, especially if my landline provider is going to harass me on it, at least on my mobile I can block the caller. I wish that Virgin could provide the speeds they are supposed to provide constantly, rather than offering me double the speed, when they cannot even provide what they are supposed to be providing. When the contract ends, they will have to offer a very good deal for me to stay and stop harassing me.

Have no clue
Stay away from this awful company, carried out hard search without my permission, been told different reasons as to why a hard search is carried out with out my permission. With package I had to have an O2 sim to reduce the fee package, been passed from department to department having to repeat my self each time. Now waiting to speak to O2 to cancel their sim, what a joke, why can’t the whole package be cancelled together?

Hopeless. Support is awful, stuck in bot loop and they're total bloodsuckers extracting any fee they can out of you.

Absolutely shocking! After waiting approximately 25 mins , got through to the department I needed, only for the person to cut me off !
The amount of complaints doesn't seem to faze them .. The total disregard of their customers is so palpable and no form of empathy at all. No form of pride or professionalism what so ever

I don't know what has happened to Virgin broadband because it use to be very good but know it's rubbish. Over the last year I've lost count of how many times my broadband has gone down and I've phoned Virgin only to be told they can't find anything wrong. Three times it has gone down this week, twice at 22.30 then today at 19.20, didn't bother phoning. The system is not over loaded as I stay on my own so multiple devices aren't being used.

Virgin Bank (Yorkshire Bank take over)

The Yorkshire bank used to be fantastic but now they have changed to the Virgin bank the customer no longer matters
They want to charge me £5 for a copy statement!!!!
We live in a digital age, everything is available at the click of a mouse
The absolute ROBBING B******S
HSBC I can download any statement no charge
Lloyds the same
VIRGIN YOU’RE ALIENATING YOUR CUSTOMERS!!!

Poor Customer Service and complaints process. I was simple trying to update my Direct Debit details. I can’t log into my online account as it just sends me around in a loop, online help unable to assist suggested I call and change details, which I did. Month later details not updated, worse is they seem to have a complete different set of details in ? I can change them so payment going to miss, raise a complaint via what’s app which took 1hr 30 mins to do. They wanted my email address and account password can you believe or I could call the call Center I was complaining about. Stuck now might be easier to cancel contract and go to another provider, all I wanted to do is change my bank details.

I replied back to you but you have not replied back to me . You say that we do not push the prices down to suppliers so you can make more profit from us the end user. Postage from Italy £5.99 for 30 bottles @ £5 bottle from Giordano Wines.

Avoid this company by all costs. Extremely poor internet provision, and rude staff attitude. My new internet hardly 14 days old keeps dropping I'm working from home.... You will be on the middle of something, then it drops, if using a mobile phone it starts to buffer ... all the time! I'm sick of it and I'm done!
Their very rude staff told me pay for higher speed higher than their much advertised 108- companies with far less speed provide more reliable internet than this massively overated one. Never had a worse internet service since the advent of WiFi!
Then the staff said ... Reduce the number of gadgets to 5-6 and that that's all I can do to avoid the buffering and the dropping off. I tried that for a week ( we're 5 in my household)... Even after the reduction it was still horrendous! To terminate it on day 15 due the problem as this was putting my job on the line as I'm working from home, they're changing £240! Talk of day light robbery. I need a refund for the frustration and inconvenience I've been caused, but what do they do? Put me between a stone and a hard place. I'm sure none of them would tolerate the horrendous internet service they were giving me ,why should I? To add insult to injury they told me I only had two options, buy more booster to reach my home office location (dining rm) and switch off gadgets- I've never had to do this and won't be doing it.
I've had virgin before for a long time but this time their internet and service is terrible.
This time they have massively failed and before going in, think twice. They are trying to reap without sowing, and by sowing terribly badly. Beware of virgin media!
This

So, my time with Virgin comes to an end. THANK GOD. Unfortunately, I have absolutely nothing good to say about virgin.I am so relieved that Zen decided to come to our neighbourhood. Outages, poor connections and a poor router are all part of the course for Virgin. Even right at the end when they were supposed to pick up their own equipment they didn't,so i will have to go out of my way to send their stupid equipment back for some other poor soul to be lumbered with it.Not surprising that they havent claimed this trustpilot account.
They pricing is insane,do yourself a favour and go with Zen.

If I could give 'minus' stars, I would.

I am no longer a customer (as of February 2021), yet Virgin Media have continued to send me monthly bills for a mobile phone!

I have contacted CISAS in an attempt to have the old case re-opened in order to get this outstanding issue resolved.

What a shambles!

worst customer service possible, ignore all industry regulations, never use this company.

Would give zero stars if I could! Have been a long-term customer of Virgin for my broadband. I've never known such an appalling setup, service, or so-called 'customer service'. How on earth can they sleep at night, charging more than £60 per month for broadband which DROPS OUT AT LEAST 5 TIMES A DAY, ALWAYS WHEN I'M IN THE MIDDLE OF SOMETHING IMPORTANT. But can't risk changing to another provider (which I would do in a heartbeat) because I need to keep my landline number which the Virgin account is attached to. I DON'T TRUST VIRGIN TO TRANSFER THE PHONE NUMBER OVER TO MY NEW PROVIDER, so I am STUCK.
i am sick to the back teeth of CEO's and Board members of companies like this who rake in the money, lining their pockets, while totally destroying the lives of their customers. Someone STOP THIS HAPPENING!!

Absolutely appalling!!
Trying to access my mobile phone account having forgotten my password. Go through all of the procedures and still no access. Try to set new password only to be told it's 'bad' despite complying with their criteria. Ask you to verify who you are and you are told to answer a security question [which was set at the start of the contract!] They don't tell you what the question is and so we go round in circles. Impossible to talk to anyone, wait patiently to interact with someone in their chat room, wait for well over an hour to make contact. Eventually gain some attention and after another couple of hours or so, manage to access my account.
Needless to say, leaving A.S.A.P !!

To say I am frustrated with Virgin is something of an understatement.

Prior to moving house I notified Virgin that I would be cancelling my contract as they did not provide services to my new address.

I was requested to return my equipment to Virgin and that they would send me the necessary packaging and labels to do this.

This did not arrive, however Virgin did manage to send me several threatening emails, calls and texts demanding monies for the equipment. Each time I explained that I was waiting for the packaging they were supposed to be sending me.

Almost three months later, the packaging finally arrived.

The equipment was placed into their packaging and taken to the collection point they nominated. I also have a signed receipt from the collection point to confirm it has been returned.

Imagine how surprised I was to be contacted by a debt recovery company demanding payment for the same equipment.

I now have 8 demands for payment, with varying legal threats from their debt recovery service, BPO collections. I have answered calls, texts, email and letters from BPO Collections to explain that the equipment has been returned to Virgin, as per their procedure, in the packaging provided by Virgin and to the collection point as designated by Virgin and that I have a signature confirming that the equipment was handed to a member of staff.

To date i have spent in the region of 6 hours on the phone to Virgin to resolve this, without success.

It seems the incompetent (Virgin) are employing the equally incompetent (BPO Collections)

Truly appalling service by both parties.

I strongly recommend everyone avoid Virgin like the plague.

Virgin are a dishonest ignorant wasteful company. I called to find out if I could get Virgin broadband without a phone line as I already have a phone line. I was told that they would not answer that question without my postcode. Their excuse was to find out if I could actually have broadband in my area. I told them that I am an ex customer my neighbours left and right both have Virgin broadband. I told them I did not want to give them my name or any details because the last time I did that I received Virgin leaflets in the post every week for three-and-a-half years. I called countless times to ask them to stop. Every time I called they told me they would stop but they never did and the leaflets kept coming for three-and-a-half years. Once they have your phone number and postcode you end up on their radar for junk mail. As I was explaining this the line went dead. When I called back again I spoke to somebody else and went through the same process and they hung up on me as well. So you can't even ask virgin that question without them insisting on your postcode even when you used to be a customer. This is so they can send you junk mail and ignore your requests to stop. What do you expect from a company that is owned by a man who asked to the government for a bail out for his airline at the beginning of the pandemic, tried to sue the NHS, pays as little tax as possible yet can afford to go into space for a laugh.

Horrible!
I have been trapped in an 18 months contract with the excuse that, in any case, "Virgin" won't let you down because we cover every area.. You are in Virgin now. we take care of our customers!"
Unfortunately, this is not true starting from the first point.
I received the notice from my LL because he wanted to refurbish the flat and he gave me 2 months.
What did Virgin say? Sorry, you must pay 250£ fee for early termination because we do not provide any service in your building.
it is not a new building, it is not in the middle of nowhere. it is mew: they arrive only at the main road 10mt from the building.
Be aware of this!
besides, the call center is not based in the UK.
remember that you are unwritten a contract, created in the exclusive interest of a giant and not yours.
Basically your only choice is to accept it or not.

It is the only company where you can talk to 6 people and get six different answers. The right hand doesn't know what the left hand is doing. I had a garbage LG phone - new phone - sound great. Wrong! Never get LG. Drops calls, drops bluetooth, don't know when a call comes if you will get it on bluetooth, speaker or handset. It is like a crap contest or roulet. They told me to take their smart program for protection - another joke. Customer service said to take the crap LG to a dealership to be fixed so called to make apppiontment and the dealer said we don't do that. The response of the person at the dealership "customer service doesn't know what is going on". Nobody does there! They are all brain dead and the owner needs to stick to airlines on his island. Maybe we need to have some federal service that pays more attention to the crap being dished out by these multi billion dollar communication companies and have them account for poor service or be fined. Since there is no administration at Virgin - basically wolves guarding the sharks that watch the herring go in circles - there is the need for an outside body to have a hammer. If you think I am fed up then you are right.