Absolutely pathetic,will be switching as soon as my contract is up,worst network ever,lucky to get 1 bar on my phone.
Review by Rosky DePalo2 weeks ago
A company that likes to con people. My parents requested all services to be terminated as they were going to BT and would be transferring their number. Waited the 30 day period and phone line was left active. Phoned again and have been told they need to wait another 30 days and would be charged. Complaints will be raised with Ofcom and pursued as far as possible
Review by BluePanda Goutard1 month ago
I literally would like to give -5 stars.
Review by Benitta1 month ago
The product itself is fine. Good telly and good fast internet. However, they clearly have some really difficult to manoeuvre tactics to try and squeeze more money out of you during transitional periods.
Recently they tried to remove the discount on month 11 of a 12 month contract. The issues I had trying to resolve this simple mistake were unbearable.
They called me with a super retention deal and I asked for the deal to be explained and confirmed in an email for comfort. They did and I was happy.
I received a hugely over priced bill which was out of sync with the agreed plan. I felt comfortable approaching the customer contact team with this email to hand.
Same again! Trying to get the person to resolve it even though he could see the email was unbearable.
I even said "See the email, just correct the bills to that".
"Computer says no, you need to pay the other bill also and we will refund you!!".
I asked to be passed on to the retention team as I am not putting up with it. They fixed the problem.
Complete shambles and I am completely uncomfortable with having a direct debit with Virgin Media. I am going to look into alternative methods of payment.
My advice is to avoid. However I don't know how much better the competitors are.
GET EVERYTHING CONFIRMED IN WRITING
Review by Sabera1 month ago
Horrible customer service threatened me with a debt collection agency for £12 been a customer for 15 years no longer. avoid
Review by Debido1 month ago
I can honestly say the worst experience of my entire life with this awful company. With service like this they deserve to go under. The very worse customer service possible.
Review by Vehicles2 months ago
Yet another night of between 0 and 15Mb/s of internet, despite paying for the 100Mb/s. You ring up to complain and have to wait for ages to speak to anyone, before they ‘speed it up for you’, only to have it return to the same abysmal speed a few weeks later.
The worst internet provider out there. Avoid these amateurs.
Review by Bishen2 months ago
Virgin's internet service is appalling. I phoned last night, hung on the phone for 40 minutes before it was answered by a foreign gentleman who not only had a strong foreign accent but also a speech impediment of some kind. I could not understand him. He told me if I spent another £3 a month I could have some sort of device that would enhance my broadband signal (I pay over £100 a month already). He "sent a signal" to improve the connection and told me if it did not improve I should phone back. After the 40 minute wait I could not be bothered to try again last night but this afternoon I tried and after approximately 30 minutes I was answered by another foreign guy I told him the problem and he told me he had made a few changes and it was now working ... but it wasn't and I told him it wasn't and the phone was put down. I still have internet on my computer where I am writing this review but cannot connect on my tablet or mobile, nor can my husband.. Last year we had intermittent broadband for about 10 weeks. I didn't like Sky, they weren't great, but this lot are far worse. I can't spend hours on the telephone trying to get this resolved.
I also notice that on all the other reviews I have read no-one from Virgin responds with any comments at all. They really don't care, just money grabbers.
Review by Chrisler Shiplack2 months ago
Well there is something wrong with your organisation. Your telephone service is a mess...…….just hope the aircraft fly better, how about Richard Branson coming over to sort out the problems that his staff cannot.
FOR MONTHS NOW A CONTACT IN THE SOUTHAMPTON AREA has had a number of engineers out to see if they can sort a problem with a bad connection, they have been back and forth with trainees to top engineers and still the problem has not been resolved. And with your prospect of going into space, make sure you don't use Virgin for telecommunications
How about you refunding all those clients below who have had problems and then provide them with a service that does actually work
Review by Krishnendu2 months ago
Been without my second tv for a month. Now seriously considering giving up the ghost and going back to Sky. I accept things can go wrong but the most infuriating is tVirgin just ignore your phone calls and let the thing ring for half an hour at a time and ignore totally all your emails. Easily the worst service I have ever encountered. The management team from the lowest to the very highest should be charged with taking monies under false pretences because they don’t “ manage” just waffle and prevaricate. What a shower.
Review by Austion Derrow3 months ago
I'm very shocked with the service received!
Want to cancel my contract that I have had for 4yrs. But they don't want to until a payment of £86 pounds has been payed. That I some how have accumulated within a month. They have not send me any notification on this. Only until my line was disconnected.
I don't know why I can cancel my contract and then pay of the amount in installments!?
I'm really upset that instead of trying to help they just want to make more money out of me.
Please please please do not even consider their service!
Review by Frenzetta3 months ago
Disgraceful customer service!!!!!!!!
Review by James Haibach Jaykwonson3 months ago
well it was said on bbc tv that this company are one of the worst and I totally agree I left virgin media on the 12 july and I am still chasing the £60 that they owe me ( they took more money from my account after I left them) I was on the phone this morning for 53 mins being shunted from one person to another and at the end of that I was cut off so still no closer to getting my £60 They have said it will arrive in a cheque form I thought that sort of payment went out with the ark What a dreadful company
Review by Icera3 months ago
Absolutely disgusting customer service.
Got past pillar to post on phone 2 hrs. and still not sorted HOW DO THEY GET AWAY WITH IT
virgin read this and ring me before I cancel direct debit
Review by Mr And3 months ago
Awful service supposed to have install on the 8th of aug now the 23 Aug left talktalk because there service was terrible but so far virgin is ten times worse , when you do get through to someone and this nearly impossible they are based in some foreign country , then they can't do anything , so now as talktalk finishes 0n the 8th we won't have internet until 23rd If you changing internet provider Don't go over to virgin they promise everything and give nothing but grief
Review by Karadryel3 months ago
Absolutely disgusted at the customer services I have experienced today.
First spoke to a lady, who was very rude and proceeded to advise me that I was wrong with my installation date even though I have the paperwork. And the correct date, which has been confirmed by the next op that I spoke to.
Both operators who I spoke to, have been rude and argumentative with me. Threatening me whilst I was trying to just cancel one of the packages I had.
I was perfectly happy to stay with them, until the phone call, I just wanted to cancel the Sports package. But now I am going to look into other options and not give Virgin one more penny.
Review by Machellda3 months ago
27th july after suffering from days of loud interference/crackle
when receiving/ we couldnt hear them or dialling out couldnt understand us. so booked engineer, he came5 days later , he confirmed its not our fault inside home. He checked at the junction box down the road AND TOLD US WE HAVE TO BOOK A APPOINTMENT so virgin can replace the line from the junction
think its called a repull which is not the guys job who found the problem . 2 weeks was the earliest they could make it . HAVE elderly/poorly 87 yr old mum 50 miles away who i have regular contact with and has no mobile . VIRGIN came 2 weeks later done the repull (new cables) and left without asking us was the phone working at last after more than 3 weeks of scrambled noise . GUESS WHAT , YEP YOU KNOW the phoneline was still the same. contacted them and 4 days later sent a nice fellow
who said the wait and repull was a waste of time BECAUSE THE ONLY THING THAT NEEDED REPLACING WAS THE OLD WIRE FROM MY BOX ON THE SIDE OF MY HOME THAT RUNS INTO THE PROPERTY. Took him just 15 minutes to complete and said he will put a note in at work about the repair neede and repair not needed. MEANWHILE MY OLD MUM SPENT OVER 40£ CALLING US FROM HER ONE AND ONLY LANDLINE TO MY MOBILE IN THOSE 4 WEEKS . NICE ONE VIRGIN
Review by Jesulito3 months ago
As pensioners we rely on TV and our landline and broadband, we’ve had a total loss of service so far and counting 7 days, and we’re on the top package with them .I’m unable to make contact only once after some 40 minutes to an out of U.K. call centre where there was a bit of a language barrier. I have tried three to four times each day, your just left hanging in the wind.
I’m going to contact Ofcom now to check I can end my contract based on no service.
I’m 72 and husband 75, they do not put ANY contact numbers on their limited correspondence, totally utterly despicable to treat customers like this
Update. I’ve registered my complaint at Ofcom, they (a human) answered very quickly very pleasantly. I also managed to get through to Krisher at the U.K. call centre, he said we could cancel with NO EXIT FEES, SO IM LOOKING AT MY OPTIONS NOW
Review by Shaymar4 months ago
Bothering people over the phone and especially at home should be illegal. Just had a guy from you forcing me at my home to switch. This is absolutely disgusting. I will never join you and even more i will make sure no one who i know join your company as a Customer.
Review by Viswam4 months ago
Very good customer retention skills, was going to go to sky until I was offered an unbeatable offer.
Review by Catarino4 months ago
I've tried to cancel my contract with Virgin Media since April, given that they've doubled the price and the package isn't worth it. Having called almost 8 times now, spoken with a different person everytime, raised 5 formal complaints, I've now stopped making payments, because I don't know how many times I can tell them I do not want their services. This is the first time I've reviewed a company, but I really do think they're the worst I've ever dealt with, truly disappointing and incompetent staff, would avoid like the plague.
Review by Kirstofer5 months ago
Once you subscribe for a data. They don’t tell you about the auto renewal which is hidden in their terms and conditions. I tried to order a refund on the same day and they refused.
Review by Poonkodi5 months ago
What a complete joke your customer service is. I work for a huge company and if we treated our customers like you did we would have no clients.
We have been messed about so much with payments, moved house and been given a new contract.
Being told different things from different people
Being told our bill is in credit by £40 and today now being told that we owe £50 and we are about to have our services restricted.
I work from home so guess you wont be getting your money.
Oh and you get charged for calling them on your phone complete joke.
Going to be taking our custom else where
Review by Chriswicks5 months ago
Always had good phone signal and 4G. However, 70% of the time, others where unable to get through to me by phoning me on my virgin mobile; my phone would apparently ring twice and then go to voicemail, however I would never receive notification of the missed call so I would have no idea that that person had been trying to get hold of me. I tried a few times to resolve the issue by contacting virgin mobile but nothing was done about it. It was like this for roughly a year. After my handset contract was over I tried to end my sim only monthly contract, I was told over the phobe to call back in two weeks and they would be able to end it for me then. So I did, I was again told to phone back in a week. I phoned back in a week and I was told that I had to phone back in two days as the bill wasn’t “ready” yet. This time I kicked up a bit of a fuss as a second bill had been taken out of my account regardless of me trying to cancel. I was transferred to another person and only then was the contract ended for me but I still had to pay another amount in the following month which I wasn’t happy with. I wonder how long they would have kept telling me to “call back in a week” if I hadn’t kicked up such a fuss. Absolute waste of money considering my phone didn’t even work half the time!
Review by Skywikler5 months ago
Why can't I leave no stars? ****AVOID****
First off, this is my first time using Virgin and I must say, what an absolute shambles it is!
I live on a new estate with Virgin already 'plumbed in'. We got 3 free months as a 'welcome to your new home' deal and then we were to pay £72 per month thereafter. Fine. Only, after the 3 months, our service was cut off! I work from home and I need internet, so I called and was told that we were in debt with them for over £200! They stated that there is no such thing as a 'welcome to your new home' package and I was to make payment now to be reconnected. Absolute rubbish! I asked to speak with a manager and was put on hold. 'Oh yes, sorry, I have just checked and there is such a thing, I will get this bill wiped for you'. This is after being made to feel like a criminal! Service was not restored for roughly 3 hours after this time!
We pay for over 200MBPS of internet, to receive between 30 and 40, or 50 if we are lucky. Called Virgin again, to be told that it is unfortunately due to the 'traffic' in our area... They then tried to tell us that each of our devices uses 40MBPS, which adds up to over 200MBPS (I would be embarrassed at my lack of subject knowledge at this point). Needless to say, my husband went to town on rubbishing this theory. Ok, so we will give you a discount of £50 on next month's bill for your inconvenience. Fine. Now our contract is up for renewal, so we call back today. The package you're on is now £93 per month. So my husband asks how that can be, when it states online that it is £62... 'because you aren't a new customer, so you are not entitled to that price'. Disgusting. So can my wife call up and set up with Virgin to get the 'new customers' price? 'No, as you need to have a 1 month break in between contracts to be deemed a new customer'. Then, my husband is told that the discount he got for the months of absolutely rubbish internet that we duly paid for every month, was discount up until October 2019... say what? Why would we need discount until October 2019 for internet issues we were paid in arrears from a contract starting June/ July 2018? Surely we were discounted £50 DUE TO the internet faults? Or were Virgin trying to preempt further connectivity problems up until October 2019? Laughable.
Anyway, words fail me. We have a group on Facebook for our residents and the general feel is that as soon as we are able, we will ALL (we are certainly not a small estate, so I can only imagine the amount of money that Virgin will lose) switch to a better provider.
Shocking customer service (if you can call it that), shocking manners, shocking internet speeds and service. AVOID AVOID AVOID! Any Virgin staff you speak with DO NOT CARE, WILL NOT CARE and HAVE NO CLUE WHAT THEY ARE TALKING ABOUT!