Virgin Media Reviews 

Well an engineer appointment was made for 8 June....no show....another engineer appointment made for today 2 July....no show.....it's diabolical that we the customer are paying for a service that isn't fit for purpose

Good deal and customer service . But down fall signal always intermittent.

Absolutely horrible. WiFi has been down for 2 weeks and they have delayed the fix date 7 times. Raised a formal complaint and no one has bothered to follow up. Customer service agents are apologetic but aren’t taking any action. Do not recommend at all.

Ticket Number: F012342436
Complaint Number: C-260626214

AVOID VIRGIN MEDIA LIKE THE PLAGUE
SHOCKING SERVICE FROM START TO NONE START
Applied to receive their services since March 2nd and was promised delivery on April 3rd.
They have cancelled install for April, May, June, and July,
VIRGIN MEDIA HAVE HUGELY OVER PROMISED AND UNDER DELIVERED BIG TIME.
I implore everyone to avoid this company and go for another WiFi provider.
In all my 55 years on this earth they are the worst.
ITS SO BAD IF THEY OFFERED ME FOR FREE I WOULD RATHER GO WITHOUT.

Poor communication
I even complained to the CEO who was no different from the poor service his team provide!!!!

Would have given 0 stars if I could.

Awful customer service from Kimberley just now. Kept talking over me during a call when I was trying to discuss a potential renewal, and zero attempt to retain my custom.

Watch out, as your price will increase drastically at end of contract and is nowhere near being competitive with new customer offers elsewhere.

My complaint has now been open 4 weeks and we're further away from resolving than when I started. A detailed summary:

1 June – I agreed to upgrade my package to £55 per month, which included Netflix and a streaming box.

5 June – I received a delivery containing only the streaming box cables and remote control. The streaming box itself was missing.

7 June – I opened a formal complaint with Virgin Media explaining that the streaming box had not been delivered.

10 June – I received a response stating that my streaming box had arrived. This was factually incorrect and demonstrated that my complaint had not been read. I replied requesting that someone actually read my complaint before responding.

12 June – I received an unexpected telephone call while I was driving. As I was unable to discuss the matter safely, I again asked that someone read my written complaint and requested advance notice before any future calls.

12 June – I also emailed to ask whether anyone had actually read my complaint. I received no response.

18 June – I received another unexpected phone call. Once again, the adviser insisted that I had received the streaming box, confirming that my complaint still had not been properly reviewed. After approximately 20 minutes, I was told I would receive a further call on Saturday.

20 June – I received the promised call, only to be told yet again that I had received the box. After explaining for a third time that I had not, I was placed on hold for several minutes before being told someone would call me back on Monday.

21 June – No call was received.

22 June – No call was received. Instead, I received an email informing me that my monthly bill had been increased from £55 to £75, despite me never agreeing to any such change.

23 June – No contact.

24 June – No contact.

29 June – Still no contact

30 June- still no contact,so I rang them. They promised to follow up with an email

1st July- still no contact

2nd July - still no contact

Response to virgin reply: you have my details, your ceo has my details, its an open complaint that you are purposefully avoiding responding to and ive now brought my MP into the discussion. Don't try and post here acting like im withholding information, its all on file, this is a review to make sure the public are aware of your harassment techniques to sell and then lack of service once contract is agreed.

Yesterday I had engineer Ryan (41561) and he’s learned colleague Charlie (41807) come round to install fibre into our new house that we moved into that very day. Both technicians were polite, professional and really helpful. As a family we were very satisfied with the level of service we received.

Ordered the 1gig internet package but only getting 150 - 200mbps

Internet outage has halted my work and all home data services today 2 July. VM cannot get anyone here to fix things for four days in a Birmingham suburban unless you pay extra at £9 per hour on top of the hefty monthly charge. VM is like the NHS and private health care. Disgusted with the service. I would give it worse than one star if I could and will now look at the options to exit VM at the earliest point. Absolutely stressed and disgusted with the (lack of) service.

I have to give credit where it is due. Although I haven't experienced any technical issues, I am writing this review concerning the purchase and then installation of my fibre Broadband. From start to finish, I have had excellent service from all the installers and communications from Virgin Media. Installed,up and running and cables connected within 2 weeks.No problems. Very courteous and professional installers. Well done

AVOID AVOID AVOID.
been waiting a month for external installation. Have been told multiple times that it was booked to be installed on the day that I call (convenient) yet no one can ever give a reason why it hasn’t been done. Was assured my internal installation and therefore internet would be completed and ready to use by 7th July but have now been told that is unlikely. So their solution is for me ‘just to wait’ to see when it is installed
If there is a business that deserves to go into administration it’s this one
Waste of time

I switched my Direct Debit Instruction to my other Bank account a few weeks ago. This was weeks in advance of the next due bill.

But When the next bill was due, No money was charged and taken from the account despite it being offically set-up as verified by my own online banking direct debit section and when logged into my account on MyVirginMedia.

I rang Virgin Media the next day to enquire as to why they had not taken the money to which they had no idea and no expanation. I was then told by the Advisor that " It will be charged today" instead. This never happened.

So I rand them *again* the next day, July 1st, to let them be aware of the situation and the Advisor also had no concrete reason as to why, telling me that " *maybe* The System can sometimes be confused if you change your Direct Debit Instruction", and that you're Account will now likely be considered as having a late payment and will now likely *be charged a Late Payment Fee*.

So not only has the Customer done nothing wrong here at all; but because of their own System error not knowing how to bill someone correctly in a circumstance such as this they actually can CHARGE YOU a Late Payment Fee.

I had to spend about 30 mins on the phone on July 1st with them to let them know about all of this in a bid to stop this, as my account could potentially accrue charge after charge month after month. The only "solution" they had is that will manually credit the account the Fee equivalent this month only, I have no idea if this is going to keep charging me now in future months and neither did the Advisor, with no assurance of actually fixing the root problem of their System.

This means that now not only do I likely have a Late Payment Charge incoming on my account despite doing nothing wrong at all, but potentially even more next month and thereafter because there System "is confused" by the change of a Direct Debit.

It is only because I was aware of the situation that I could call them up and tell them; Imagine older people in their 80's for example that wouldn't have a clue this was going on and what their System is doing, charging them for zero reason.

Even the Customer Support agent was in a very defensive stance of ' Let's try to make the Company look like it hasn't done anything wrong here", that was the attitude. They even accused me on the phone of "being confused" when they thought I didn't understand their explanation when they were actually the one that was confused; I was stating that I needed written confirmation that they would refund me the amount as their collegue the day before had already proven that you can't take words over the phone as certain.

Two phone calls over two days totalling 40 minutes of my time to receive a patchwork solution with no assurance of when the root problem will even be solved, I now have to keep an eye on what is being charged next month. the fact that a major company as this has a System Error such as this that they are aware of as the Advisor revealed that, all at the cost of the Customers bank balance is wholly unacceptable.

Absolute rubbish company.. in hemel hempstead... run a company they could not run a bath. 2 seperate days now a so called outage. They expect you to pay your bill quickly shame they dont think about getting the service running properly. Broadband goes down. Cannot do anywork on computor. Cannot use land line phone. Cannot use alexa as this runs of wi-fi. Trying to phone them up is totally useless. As they say the lunatics are running the asylum .

Why do not have 0 star option?
The Internet connection has been unstable for more than 10 days, every day I call the customer service, the attitude is nice, but they keep lying :today we will send a technician - - - but never ever turn up for 10 days--why do we still continue our contract with this rubbish company? BS6 5DJ

My experience with Virgin Media has been the worst customer service experience I’ve had with any company.

On 19 March, I accepted a broadband offer over the phone. Within minutes, I realised the same package was available for less on Virgin Media’s website, so I exercised my right to cancel. During the cancellation chat, I was offered a better package, which I accepted and signed in writing on the same day.

Virgin Media never activated the new agreement. Instead, they left the cancelled agreement active and continued billing me under the wrong contract for months.

I provided all the evidence, including chat transcripts, signed agreements and PDFs clearly showing that I cancelled one contract and accepted another on 19 March. Despite this, I spent more than two months repeatedly explaining the same facts because the complaints team appeared not to read the documents I had already submitted.

At different stages I was told to contact other departments, including Retentions, even though this was a complaint about Virgin Media’s own administrative failure. Rather than coordinating internally, they repeatedly tried to send me elsewhere.

To make matters worse, I was initially threatened with early disconnection charges for cancelling a contract that I maintain should never have remained active in the first place. Only after repeated complaints did they stop referring to those charges.

What should have been a simple correction of an administrative error turned into months of unnecessary stress, wasted time, repeated overcharging and countless emails. I am now preparing to escalate the matter to the Communications Ombudsman because Virgin Media has still failed to honour the agreement I signed or provide an appropriate resolution.

Mistakes happen. Ignoring clear documentary evidence for months and making the customer fight to correct Virgin Media’s own error is unacceptable.

I only want to access my account but it's difficult to get through to anyone who can help.
Fortunately our contract ends next month.
Vodafone have good reviews.

The broadband was installed well within the time stated and is working perfectly the installation was done really well with no mess to clean up so I am very pleased.

We are moving house shortly and the new owners have obviously rung enquiring about setting up an account and virgin media have cut us off and now told us it'll take 24 hours to re connect? Absolutely unacceptable and I suggest a training issue - How is it possible to cut someone off if you are not the current home owner? Told to get a data pack? And we'll get a refund? I think not. Going to raise this as a formal complaint as we both work from home and can't just take a day off because virgin media have accidentally cut us off. Not a happy customer.

Mixed feeling my last query was not followed up really but today I spoke with Supriya who provided excellent customer support. Very professional and helpful. I am happy with the live chat support, there was no wait and the agent was extremely good understanding and acknowledging my query. She would make a good Team Leader/ Trainer

Terrible Customer Service, just spent 3 hours being re-routed on their website and going round in circles, then spent 1 hour talking to an automated voice on the phone and got absolutely nowhere. Funny enough the upgrade section worked OK, funny that and also I wanted another Wifi Pod Booster because we have really bad speeds due to the build of the house and again, just sent me around in circles, also the Live Chat was broken. Also they'll reply to this and the trephine service is rubbish also, total waste of time.