They are the worst company I’ve ever had to deal with
I ended up taking them to the ombudsman it took a very long time but I won my case against them and got all money refunded
Review by Marleis2 weeks ago
If I could give 0 star rating or a 5 negative star rating I would. I have been a Virgin Media customer for my TV package for many years but there is no customer loyalty and their customer service is beyond a joke as there really is NONE. I have now phoned and twice sent in a written complaint about overcharging and am still waiting for a written reply as I have requested. If a message is left on ones answerphone it is largely unintelligable. At the first opportunity, hoping their customers will not notice, the monthly service charge is yanked up - even during a signed contract period. SO BEWARE. AVOID THIS SERVICE PROVIDER IF YOU CAN. Obviously if you like companies that fleece you, then this one should be your first choice!
Review by Mondonohew2 weeks ago
First off, I need to say that I do feel for others stuck in situations of poorly connected areas, and limited help from customer service. I do count myself as one of the lucky ones, living in a well-connected area (London).
I've been a Virgin Media customer since I left BT in unfortunate circumstances (and vowed never to use their services again), and I haven't looked back. We've consistently received the broadband speed they promised, starting with 70mb/s, and boosted to 100mb/s for free(-ish) a short time later. Our speeds sometimes also exceed to 110mb/s, and we very rarely experience higher latency or dropped connections. We've since also taken out their TV package, which comes with a high quality set-top (TiVo) box comparable to Sky Q.
I've dropped a star due to their prices being quite high; the only way to get it cheaper is to call their customer services and say you're considering switching, and they tend to have some sudden discounts to hand out like confetti. For those that do not know to do this though, they have to withstand charges that only increase every year, as I did for the first 2 years as a customer.
Review by Noradaniel3 weeks ago
Like everyone else says customer service a joke, offshore may speak English but they don't understnd English and what your trying to get across, raised complaint though and someone will get back to me (that was about 4 months ago) still waiting and still chasing and still being told tthe same old lies and all this whilst they still take my money!!!
Review by Flynny3 weeks ago
So glad to be rid of virgin media, I can't even describe how poor their customer service is. Non stop issues my 108Mbps that would usually be running at around 3Mbps. By the techs own admission the WiFi signal on the hubs is terrible and it's out of order they ask you to buy boosters to fix this when you already pay so much. Customer service will hang up on you after waiting on hold for over an hour. Avoid them
Review by Lynnsei Breustedt3 weeks ago
Without exception the worst company i have had the misfortune of dealing with.
A poor product - no broadband signal except in the room with the router.
Unspeakable customer service - inefficient rude and off hand (if you can get through)
I had to set up my DD 3 times because "they lost the paperwork" and then after 2 requests for packaging to return the router which produced nothing i was told i could drop off the router locally - i couldnt without a label (not offered)
Now i am 20 mins into a call holding listening to music nearly as bad as their CS
AVOID THESE MUPPETS!
Review by Complain1 month ago
Absolutely shocking company. Customer service is non existent - I wish I could return to Sky who were great but we can’t put up a dish so unfortunately I’m stuck with them.
Avoid at all costs if you can...
Review by Pushpjeet1 month ago
Went to V.M. for better speed, was alright to start with speed was fantastic @ 210 mbs ,but has since fallen away to crap,talking to call centre is a waste of time,thank goodness it is only a 12 month contract I can get rid of them soon.These broadband cos. are getting away with murder and not a single person is doing anything about it.My advice for what its worth is do not touch V.M. with a bargepole they are terrible & their call centre is worse.My download speed today is down to 5mbs VIRGIN dont care as long as you are paying.AREA 28.
Review by Carnajenic1 month ago
Poor service starts with trying to contact Virgin. When you click the web link to get contact detail it asks you to login, so you log-in, then you click the link to get contact details, and it asks you to log in, repeat ...
So eventually I gave in an phoned, then you're stuck with options, none of which apply to your issue, so you're in another loop, eventually the system seems to register you not pressing an option, so you get put through to someone, who can't actually help and they say "I'll contact my manager and get back to you", which never happens.
All this for a broadband connection which is up and down intermittently. The "compensation" for lack of service only covers whole 24 hr down time, which never happens if the service is up and down over the day.
But look at the reviews on here, Virgin don't give a stuff about customer service. I have no choice, Virgin Broadband, or 0.5Mb cable from BT, I guess they know this so do nothing to sort it.
Review by Dejief1 month ago
Underperforming broadband and appalling customer service.
When I signed up for a year's contract for broadband, telephone and basic TV package, I was promised broadband speeds 'of 105mbs, or greater!'. In actual fact, my average speed for the duration of the contract was somewhat less than 50mbs. When I complained, I was told that I was probably dragging the speed down by using too many devices! Anyway I let that one go, as I thought the package I was getting was fair value.
But the real problem with Virgin Media is their Screw the Customer Department, or 'Customer Services' as they like to call it. The online 'help' is circular. By that I mean, if your problem isn't covered by one of their prescribed scenarios, you go back to where you started. Then you are at the mercy of their telephone 'help' lines. The only good thing I can say about these, is that the lines are free. But as they say, you get what you pay for, so be prepared to waste a large part of your life hanging on the end of a phone listening to the on-hold music and eventually not getting your issue resolved.
If you're a lover of disappointment and frustration, then Virgin Media is the place for you. If not, avoid them like the plague!
Review by Razdwatrzy1 month ago
I would give a 0 if I could, very poor service - countless problems - but beyond anything rude, incompetent customer services.
Review by Coldean1 month ago
VM are by far the worst company I have had the misfortune of dealing with. 1star is 1star too many! Abysmal and appalling both in terms of their poor service to customers and then the refusal and incompetence of their customer service in resolving issues. They sold my daughter a contract on the basis of lying to her, and when THEY were in breach of that contract they refused to cancel the contract and continued to take money from her for a service THEY couldn't provide. They still owe her money a year later and are sending her threatening letters even though their customer service says its sorted. They have made her life a misery and made her unwell from the stress they have caused. I wish I had known about their poor reputation and had advised her to avoid them like the plague sadly we were taken in by glossy advertising
Review by Danylovich1 month ago
Fed up with virgin taking huge amounts of money out of my bank account this is not what i signed up for . I had a phone and broadband contract with them but stopped the phone cause i never used it. I ONLY have a tablet and only use it for google and play 2 games. They tell me my account is in credit but they still take money out of my bank. I have paid £463.37 in 11 months must need my head examined. Told them today to cancell everything .carnt wait for them to be gone for good wish i had never heard of Virgin Media.
Review by Gunarathna1 month ago
i have had all I can take from Virgin Media. Their customer service is absolutely appalling. Without going into all the previous issues I spent over one and a half hours on their chat service before being cut off without resolution. I am now hanging on the phone which going by past experience will take me another half an hour or so. Strange how they are always are experienceing an unusual number of calls
Review by Zuilma Sinjakli1 month ago
Communicating with a communication company now that is a joke!! Randomly increasing bills and you cant speak to any one about it. Use the complaint function online you say? Well as seen as a real person sees they have to do something the connection is ended. Sort it out Virgin and sort it soon your infrastructure monopoly wont last forever in my area. Try phoning them - absolute joke
Review by Kreth1 month ago
My family and I were looking at ways to reduce our outgoings and decided to leave Virgin Media and then on reflection and having moved things around we decided to re-instate. I called the helpline and was advised ' that's no problem I will get that sorted for you'. Then we recieve a bill for £151 as apparently our charges went up when we re-instated the package but this was not mentioned during the call and no correspondence to advise and if it was we would not have proceeded. I submitted an official complaint on the 18th Sept and got a phone call yesterday (even though my complaint requested a written and not verbal response). The lady advised it was expensive as we didn't pay anything in September (but we did) and had no way of explaining anything to us. She had clearly not read our complaint properly and when I became frustrated and asked for this in writing she advised that she would arrange but 'it takes time' and wished me a nice day. Completely disrespectful and poor service and guess what... still not received anything.
Review by Specialissimo1 month ago
the worst ever experience. I was with Virgin Media for over 2 years and never felt loyal to them for the following reasons:
1. The broadband isn't great at all, even though I had 100Mbs it was slow and I kept on experiencing issues with it and kept on calling their call centre.
2. The prices keep on going up for customers and it's not unnoticeable.
3. Terrible to get hold of them, every call is about 45min. Some of their agents are great but others are terrible and have no clue what's happening. Today I was on a call with 3 different persons asking me my name and my personal code even though I have gone through that security process with each of them and they kept asking me what they could help with. I was fed up and decided to cancel my contract on the spot.
4. It was redundant as we wouldn't watch the TV and were paying 68£/month. Now moving to Hyperoptic to pay 26£/month and saving an overall £504 per year that will go into something more useful.
Review by Culla1 month ago
Horrifically awful customer service (based in phillipines). The most unhelpful and unprofessional people I've ever had the displeasure to have to repeatedly speak to (due to their own mistakes I might add!). They really do seem to go out of their way to completely p**s you off, and there's always a 30 minute wait just to get to that point. They then tend to just hang up on you whenever they feel like they aren't doing their just job properly. Deeply horrible experience!!
I will add that they UK call center in Glasgow are good (if you're entry lucky enough to get through to them) but that should be the hard rule, not a random occasional fluke. Shut down the Philippines office RIGHT NOW, Virgin media!!
Review by MallMuzik2 months ago
I put in a complaint on the 19th of August regarding my secondary email not working. I have not as yet had any response.
My issue is this;
My secondary email stopped working with the message added below.
I called the number on the message and was told that I was virgin media business and needed to call an 0800 number and then the call was disconnected. I then tried their online chat and eventually was told, that the security team had unlocked my email. It worked for about 2 hours and the stopped working. I used the chat again and was told that that they couldn't help. I phoned virgin business and they told me that I had a legacy email account and they didn't support it. So back to online chat, who after 30 minutes said to wait an hour and my email would work. Would you believe it. My email did not work. To prevent this from becoming an epic, I have basically been playing ping pong between virgin and virgin business, I have not been able to resolve the issue and so far have spent 3 hours this morning (27th August) trying to get any help. Each department has said they can't help. I have tried their customer service department, but that goes through to 150 and then I am told I have virgin media business. I then think, I shall say I want to leave and again 150.
This is a shortened version of accounts and as you can appreciate even mother Theresa would have been irked by this.
Your mailbox is not available at the moment.
Please retry again in one hour and make sure you are using the correct password to access your email from all of your devices.
If the problem continues, please call our team for help on 150 from a Virgin Media phone or mobile, or 0345 454 1111 from any other phone and select option 2. For details about how much it costs to call our team from a Virgin Media home phone, visit line removed. Call costs from other networks and mobiles vary.
Review by NeurOSick Kusaloka2 months ago
I have had continued poor service from Virgin Media since subscribing last July. The broadband service has been intermittent and slow regularly whilst trying to contact the customer service department to discuss issues is virtually impossible.
A good example being I have been trying to contact them today to make changes to my package and after going through the automated phone menu they simply hung up on me instead of putting me through to an agent as requested. Ridiculously poor service! I would recommend using any other broadband provider.
Review by Dunson2 months ago
Love Virgin Media, reasonable bill prices which includes broadband and landline. Getting speeds of 110mbps 95% of the time which no other provider could offer. Easy payments and if I miss a payment it is easy for me to pay over the phone quickly.
Review by Arlend Madeha2 months ago
It rains - broadband is down. I call - i wait. I webchat - i wait. Eventually sorted - it happens again. For a stupid cost. I've stayed with them far too long for ease and laziness. I will move. I urge anyone to look at competitors even if you need to use a few different companies. Virgin really should be ashamed. Doesn't feel like something Richard Branson would be happy with!
Review by VelRib Costsntin2 months ago
Phoned virgin media kept hanging on phone for almost an hour. When finally got through to some one they were very rude tried to explain I took a contract out in June 2019 we agreed a price,and was told it wouldn't change until June 2020,it also states in black and white on my contract. But was told they could increase the price when they wanted. Gone through my contract very carefully and nothing on there states they can put it up. When I explained this the person started shouting so I put the phone down. Went to there shop and was told they couldn't do anything.
Review by Diontae2 months ago
The internet speeds I'm getting from these c***s is an absolute joke. 100mb? I regularly speed test this pile of sh** and don't even get 1mb!
Review by Brycon Svatek2 months ago
Not worth one star!! Advised Virgin Media that I wish to disconnect my services....why??, well if you like a company that puts prices up within weeks of you renewing a contract and then on at least an annual basis only to find that when you go through the rigmarole of having to ring them an automated message comes up and advises that you can avoid the prise rise by tying yourself in for even longer with them. This practice sucks and is why i will never be signing up with VM again.Their prices go up in hidden fees or the service is reduced every time. Good riddance. Also prepare for the multi person, multi question call when you ring to tell them.....and the follow up calls to harrass you to stay with them, and the questionnaire emails to ask why you are leaving etc etc etc. The only saving grace is due to the regulations i can leave them for free....thank god. I look forward to when 5G is everywhere as VM will then go down the pan.....why would anyone stay with them??