Virgin Media Business Reviews 

It would be zero stars. I have been without internet for over 2 weeks. Virgin media call centre make you wait on the phone for ridiculous amount of time whe you get through they cut the call. This service is a joke! I am absolutely appalled at the quality of service from a company such as virgin media all their 3rd party providers are not serving the business. Connexion 2000 also a joke i have been waiting for an area manager to call me for over 10 days when i call them back they tell me someone will call back today. The engineers came out and told me they couldn’t complete a job require consent from a neighbour when the same company did the same job few months earlier without consent. If this is a process why is this not shared at the first point of contact. An absolute shambles of a service for the steep prices they charge their customers.
PLEASE AVOID THIS COMPANY!!!!!

Customer service is diabolical.

After trying unsuccessfully to get answers to questions from the first person I spoke with, who was diligently sticking to a script, I left my number for someone who could understand my questions and answer them to call me back.

I called them back after waiting half an hour and explained all I want is to get a comparison between the current arrangement and the Voom 600 & 02 sim bundle, because from the website it is not clear how many SIMs come with the bundle. I explained we currently have Virgin Voom 350 and 2 SIMs direct with 02.

Couldn't get a straight answer from the second person I spoke with either. I was actually on the call for 24 minutes, 15 of which was going through copius security questions. After removing the repeated sales pitch, which I won't bore you with, this is a summary of the conversation...

Me "Does the Voom 600 bundle come with 1 sim or 2?". Them "yes".
Me" Which one is it?"
Them "Second one?"
Me "Are you sure, the website says 02 Sim, not Sims, so I wasn't sure"
Them "That's right 1 sim"
Me "We need 2 Sims"
Them "You can get the second one from 02"
Me "Which will cost money won't it"
Them "That's correct"
Me "So how much is Voom 600
Them "£46"
Me "And how much do we pay for Zoom 350 already?"
Them "£40.80"
Me "Including VAT?"
Them "Yes"
Me "Does the figure for Voom 600 that you gave me include VAT"
Them "No"
Me "Then it is not a fair comparison is it?"
Them - complete silence
Me "I am trying to compare like for like"
Them - complete silence
Me "So how much are will paying without VAT?"
Them - "£40.80"
Me "No that includes VAT, what is it without VAT?".
Them "£34"
Me - "So assuming I have to pay 02 a minimum of £10 for another sim, for Boom 600 I would be paying £56 in total, compared with £34 plus £20 that I am currently paying for Voom 350 and 2 02 sims".

In short I wasted almost an hour of my life, (answering my own questions), just to discover there would be a little gain of the initial discounted rate, for which I would have to endure loads more pain, thereafter it would cost the business £2 more each month over 24 months, repaying most of the saving we made at the beginning.

I was sold a contract and told they would end my Virgin Media account and merge the account. They didn't they kept both going and then both denying they promised this. Until emails were shown. It's taught me to trust no business and always insist on a confirmation email. It took weeks. Two Virgin agents said there was nothing they could do until one finally helped. Took so long. Was also told no need to send the Modem back so we recycled it only to be fined 4 months later. It's run like a hobby not a premium business service.

Be very careful with this company: on 24th April I eventually spoke to someone as we were moving - I had to call another number and eventually was told that I would get a call back - I didn't. I called again and explained again - eventually they understood but I had to give 90 days notice, so I did. I am now on the phone 90 days later to be told I need to give 90 days notice - that they have no record - I do have a record. I cannot understand why they choose to be so bad - surely it cannot be good for business. I have now been on for 37 minutes - I feel sorry for the lady I am talking to - it is not her fault. I have been with them for 10 years and they have never been great but this is off the scale!

Customer Service is a Joke!

They ask security questions about your install address which they have sent on recent correspondence but they also differed from our invoice. Upon being told this they say they can only accept one answer and when it's incorrect you're told you have to call back.

Staff often don't understand and have to constantly ask for clarity. Gaining access to your online portal is like they use MS DOS 🤦‍♂️

For a technology company providing broadband there own tech is stone age.

Unless you NEVER have to speak with customer service I would look at other options. It's just a same the options for broadband are limited for businesses in my area.

Called yesterday at 5.50pm. Got through to an agent. Wouldn't fulfil my request at the time past 6pm and they closed. Said they would call back today. They didn't.

Crap service and lies.

Customer service is a joke...
One month into my contract, still cannot login to MyVirgin online portal... My Business Broadband and Phone service was installed on the 26 of June 2024, I've never received an email with my account login details, and every time I call them, I get told that they'll process it, and it will take up to 48 hours.
Well it's been TWO weeks of 48 hours, 48 hours, 48 hours, etc... still nothing has been sorted out.
I've tried phoning and email, outcome is the same (nothing gets done).

I've been their customer for over 15 years... and it's the worst customer service I've ever had. We had a significant outage (6 days) at the beginning of June and I was passed from person to person in the customer services team (based in India) which meant hours on the phone, and misleading texts to say my services were up and running when they weren't. I've decided to pay £300+ to end my service with them as it's so bad.. and affected my work. They promised proper compensation for loss of services, but have retracted that offer with no explanation whatsoever.
Virgin Media used to be the gold standard, but they are disorganised and I found the customer service team off-hand. Don't waste your money.

I would give zero stars if I could. All I want to do is set up a direct debit and have spent over an hour on the phone over three phone calls. The first call she was sending me an email with a link to do it online which didn't work, the second call the line just went dead and the last call she said I hadn't passed security because I couldn't answer a question from 8 months ago. When I asked to speak to the manager the hold music started and then just static so clearly wasn't going through to anyone. There is no Customer Service at all just a bunch of people with a screen literally saying "computer says no". If anyone is considering signing up to Virgin Media I would strongly advise against it as we have had nothing but issues with them from start to finish. As soon as we are out of our contract period with them we will be leaving them and will never be a customer, for private or business, again.

The customer service is run in Philippines country and are not good at resolving issues
They have strict rules for customers who need to pass security which is a no brainer to have a Tex system which can save time in finding all the account details. The team are not fully trained and could keep you on hold for hours and they pass you to other members of team to even waste more of your time .

Pathetic service, specially from customer care

No internet since Sunday , no explanation, can only speak to an Indian call centre who obviously don’t know what’s going on , avoid virgin at all costs especially if your a business customer, FYI - if you want to speak to someone in the UK pretend to be a new customer and you will get put straight through ! Which just proves how bad they are !

For many years i have experienced a fault where someone calls me and the phone call just drops within 3 seconds. I have told every person this exact description. I have just had a so called manager totally ignore what i have told him now 3 times of the exact fault.
This rude illiterate person, i will name him, then says we have been on the phone for 21 minutes now and the line has not cut off. This is a typical individual who does not listen and deliberately wastes peoples time and goes out of his way to upset people, READ a fault where someone calls me and the phone call just drops within 3 seconds. This is perfect English that a Manager does not understand.
I had a call from a female operative from VM and asked her to ring back in 15 minutes and never did. I then receive a call many hours later and as soon as i answered the caller from VM hung up as soon as i answered the phone. This is how VM treats customers.
Try getting a professional electronic fitter to check your Headend Equipment as the fault IS NOT WITH THE LINES AT ALL.
The incompetents who have no idea of what they are talking about try to baffle you with science saying it is now fibre lines, digital etc when it is not anything to do with these at all.

The SAGA continues, Virgin Media Business has not responded to any other complaints because essentially they are not interested, I have requested they disconnect the service now and their response to that is to charge for 90 days 3 months inline with their terms even although the service does not work and has never worked? I will be cancelling my standing order they will have to take me to court.

I do have a residential account with them as well (it's not perfect) and I have never had as much as a problem with that! even BT is better than this.

It is evident that, in terms of customer service, this broadband company is among the worst currently in operation.

I had a Business Broadband contract scheduled to end in July, but I no longer required the service. I called to cancel on May 1st and was advised by a representative not to proceed with the cancellation. Instead, she suggested switching to a Residential Broadband plan, mentioning that despite my contract ending in three weeks, a 90-day notice was required for cancellation and disconnection (as stated in the fine print, lol).

I agreed, on the condition that if the switch was not possible, my disconnection notice would be backdated to May 1st. She assured me that I would be notified of the progress via email or phone soon. However, I did not receive any updates.

After multiple follow-up calls, enduring long hold times, and speaking with various advisors, I encountered conflicting information. Some representatives claimed the switch was not feasible, while others indicated it might be possible but were unsure which department to refer me to. The lack of coordination between the Business and Residential departments was astonishing.

I attempted to resolve the issue through their WebChat service, only to be repeatedly redirected to phone numbers I had already called. I requested a call back from a manager, given that a previous promise to call had not been fulfilled. The representative informed me there was no guarantee of a callback, and abruptly ended the chat.

In an attempt to escalate the matter, I sent an email to the Chief Executive, the Director of Customer Services, and the Managing Director of the company. I received no response.

Finally, I reached the Customer Retention department, reiterated the entire situation, and requested the cancellation of the Business Broadband with backdated notice to May 1st, as I had made alternative residential arrangements. Initially, this was refused on the grounds that I had not provided written notice. Frustrated, I informed them that I had canceled my Direct Debit and would escalate the matter to the Ombudsman and pursue legal action if necessary. After consulting with a manager, the representative agreed to honor the original cancellation date.

Despite this resolution, I remain highly dissatisfied. The entire experience was a complete disaster and highlighted severe inefficiencies within the company. I am astonished that they are still in business. If you operate a serious business, need reliable customer service, or are simply a human being, then for your own sanity I urge you stay as far away from Virgin Media as practically possible.

Absolutely bad customer service and absolutely shocking contract. So my experience with the Virgin media business was very sad, they haven't contacted me before the end of contract and haven't contacted me after the contract ended, thought it's the law now, but they dont care. But when it came to me telling them Im leaving because my contract has ended a while now, they tried to keep me for 90 days ( which they said its the disconnection notice) which was noted in the contract, so they wanted me to uphold my part of the deal but they didn't care on upholding their part. After heated discussion with complaint department, they backed down and made me stay for 30 days... Now another disappointment with them was when they finally closed my account i was due 36£ but because they closed before refunding me they told me they cant give it back to me... So there you go Virgin media business is absolutely shocking business that doesn't care about the law their customers and steal their money in the end. Good luck to anyone that does business with them....

After selling our small business a contract for fibre broadband, they sent 3 different engineering teams, installed the cable to the building in the wrong place, then cancelled the contract and bounced us between departments before having to start again with their medium business team. We signed a new contract only to be told a few weeks later that the service would not be available in our area. Hours and hours spent on the phone, writing emails, reviewing and signing contracts over 5 months to be told it couldn't be done after all. There is 0 communication between departments, it's utter chaos.

I have 4 accounts with company for many years.
I also have a business account, which I have been trying to cancel since Nov 2023, the end of the contract. They suggested that I need to pay for another 3 months, which is unfair as I had asked from the outset that my contract should terminate on the last day of the contract. I had to call to find out. The last payment to come out should have been in February 2024, now is May and payments are still coming out of the account. I called to ask why, they are telling me that you requested for porting a number after the request to cancel in Nov 2023, therefore the cancellation request was voided. Meanwhile the number porting process happened within the 3 month additional period which I was paying for. No one from Virgin Media made me aware of the voided cancelation, so now they are telling that I need to request another cancellation and wanting to change me for another 3 months sating from May. Meanwhile I am not using their services since Nov 2023, if this isn't stealing than I don't know what to call this.
Bottom line, as of today I am cancelling 5 accounts with this disgusting company.
Very bad service and costumer care.

AVOID! I would give them 0 stars if it was an option.
Moving to a new address, they say it take up to 24 WORKING DAYS for them to install Virgin Media in my new address. I need to pay for these 24 working days. They cannot expedite the process. Want to cancel the contract? Fine - £700 please. What happens if they are unable to install? you're still under a contract. TERRIBLE TERRIBLE TERRIBLE! Both my husband and I work from home and now have to pay for two different broadband providers.

WORST COMPANY EVER!!!!

Do not waste your time, money or energy with this company. They are an absolute shambles. 7 manager call backs requested, not one done, 8-10 hours on the phone to them. Still no further forward! Can’t speak to anyone competent, can’t get anywhere….