Horrendous, awful customer service. All emails when into inbox minus the contact which was in junk and due to no replying within a few hours contract was cancelled. Called back to rectify and they decided the deal was no longer available from the previous day - trying to charge more than advertised!
Review by Galwaygirl1 month ago
0 STAR DON'T BOTNER
renewed my contract in June and took out new insurance. Rang several times and has to argue about mg 5 pound insurance, only proven by telling them to read the notes on mg prior calls.
Got told all sorted.
Made a claim and now having to go through a complaint process to claim. We all know that after waiting months if ever, this won't be solved cos the proof was all th ere in writing and call recordings.
Always had horrible advisors, never know what they're talking About. Ignorant, arrogant and all round terrible.
And service reception is crap. avoid.
Review by Linzi1 month ago
shocking customer service
i have made numerous complaints over the phone which NON have been acknowledged or logged.
awful company, awful coverage and terrible off shore customer service
Review by Semeira1 month ago
Don't ignore these reviews, as everyone else says it should be 0.
On the 31st of August I spent well over an hour on hold before speaking to someone and ended the call believing it had been sorted. But no, they haven't transferred my old Virgin number to my new account and I'm still unable to login as my details are not recognised!
Review by Shauntai Benovic1 month ago
Very fustrating customer service
Review by JoanneDunn Wastson1 month ago
I've so disgusted with the level of poor service I've received today from the mobile representative grace and retention representative Ram. I've been a customer for virgin mobile for almost 10 years and I haven't receieved poor service ever. I called regarding my mobile being suspended for only £22.77. Grace gave me such a rude attitude when I asked to speak to the retention team and didn't transfer me through straight away when I asked but instead told me I wont be transferred before and after she speak to her colleague mark/mick which made me have to put the phone down and recall customer service again just to put myself through to the retention team. Again I received a disrespectful attitude from Ram from the retention team telling me what her managers role is and what he/she can do for customers when she only needs to explain her roles for the company. I've been a loyal customer for almost a decade so I want my services reinstated or I'll be focused to cancel my service.
Review by Elishea Nankanja1 month ago
What can I say. This is one of the worst companies I have ever had to deal with.
Problems with mobile phone, reception and voicemails. Unable to use the services I’m paying for. Call centre staff are rude and arrogant. No idea what customer service means.
Review by Johanally Kurtiakov1 month ago
worst customer service I've experienced in a long time! I'd expect top quality considering! i was spoken too like a child before I even finished my reason for the call!! so bloody rude! I only had a sim contract 3 days and after so much hassle with connection, in the end I told them to cancel the phone contract that hadn't even been used due to network difficulties and even after 20 mins, they would not take no for an answer! eventually they did and thank God, as I've learnt a very hard lesson! Richard Branson should be ashamed of his brand!
Review by TomF Mikhyeyeva1 month ago
I had two sim cards sent to me with letters saying that I had requested them from virgin media .I rang them up and informed a gentleman in the customer service I had not asked for any such thing and it was fraud .i left my phone number and was told that the fraud department will be in touch ...heard nothing .I have had further letters to say I took insurance out and then letters to say these were cancelled and then today have received four different letters saying I am in arrears of £10.00 with one account and three others with £21.00 each .
I rang the number on these letters and have explained I have not opened any accounts with them whatsoever and is a fraud and reported it directly to virgin mobile six weeks when I first received two SIM cards .
I cannot understand how virgin mobile can accept instructions under false names and false bank accounts as the back accounts listed against my name were of a bank in London .My name is not under the correct gender .my name is spelt wrong .Do they not check anything before issuing these contracts out ?Thank god the bank account details used are not mine but my credit score will get affected as my address used is correct .
When someone reports a fraud one would expect a company to investigate the matter fully but not virgin media .
The next step is to take the complaint to their chairman and see what kind of a response I receive from them .
Review by Asdd1 month ago
I only gave 1 star to Virgin Mobile because it wouldn’t allow zero stars. Appalling customer service. My partner signed up to a contract with a free phone. The couriers sent it to the wrong address and it ended up being sent back to Virgin. Virgin said they will be in contact to resolve the issue. They didn’t call when they said. When contacted they said they will honour the deal with an upgraded phone as an apology. However, when put through to upgrades, they offered an inferior phone which wasn't accepted. Then virgin said if she wanted the original phone it would cost £110... and they would give £50 cash back. You see the problem here? I am now cancelling my Virgin Mobile contract too so they lose two customers. Stay away from all Virgin business. Disgusting company.
Review by NeilJohnson Ortz1 month ago
Absolutely frustrating customer service I placed a order now its parked i have phoned customer service apparently I'm giving wrong password details which I'm not so nothing I can do no one has phoned me for extra information terrible company
Review by Wandai1 month ago
Terrible service. Supplied a new sim for the phone, when this didn’t work they said phone needed unlocking, however phone had already been unlocked previous, and was also on virgin network. This was supposed to be sorted within 5 days, a week later still not done. Customer service were shouting at me when I asked to be put through to the department who sorted it out, telling me they could not do that as the department had no phones. Absolutely awful service stay well away
Review by Annecka Bonfiglio1 month ago
So far so good been with Virgin Media about 3 months now i have no problem so far Good customer service whenever i have spoken to an agent when i had to switch over from previous provider Happy so far.
Review by MrsDaisy Narong1 month ago
I was going to change to virgin mobile but changed my mind after reading reviews I cancall after 4 days and returned 2 sims just
sent to me unopen as instructed by the lady on the phone.
Virgin Mobile have been sending me bills demanding money for mobile phones I have never had.
I have tried to contact them without success and they do not appear to have a complaint department .
I will never use any thing linked to Virgin name again.
Review by Lilginge Derrow1 month ago
Don’t ever think to use this service.I recently joined this service but they don’t even provide service in my areas.Whenever I tried to call the customer service they were very root and keep on transferring the call.They told me if I cancelled my service I have to give them £75 .Useless and just trying to rob us.They don’t even try to improve the network
Review by Kikolek1 month ago
Useless load of rubbish had a phone with them then had contract
with Virgin Media which included my mobile cost.
Still keep charging for original mobile which I cancelled.
Cancelled direct debit which they say should be paid.
Not going to they can take me to court.
Review by Simonne Maehashi1 month ago
I have been with virgin for 2 years. I have been on holiday to corfu thinking they are part of EU. When i got back £5 charges for text and calls from Albania. After telling them im retired now cant afford extra charges. I was refunded £5.00. Today i was told my zero spend cap does not start till 14 oct. I was charged £1.80 for a call to usa by mistake. April is when my contract is up im going to sky. Customer service is apauling cant wait to end contract and leave dont use for phone and contract one they have you cant leave. Im retired milatary i hope branson reads this along with all my milatary friends....not happy
Review by PDLShark Punkromantique1 month ago
Full of waffle make you to be the one in the wrong say theyve tried calling you twice when they really havent the phone was in hand all the time worse company Ive came across back to ee, I dont want a reply either thanks virgin
Review by KimEmge1 month ago
I suddenly have been being charged for sending picture messages, even to my own phone (then my own phone was credited) which I have never sent. If I want to send pictures, I use whats app. It was only one or two at first and then suddenly 12 of them!! I have even got vharg d for roaming whilst I wasn’t abroad, something not right her! Going to chang providers.
Review by MonicaB Misiurska1 month ago
Customer support and respect is atrocious.
Employees are unhelpful and rude on the phone.
Will be terminating contract and never returning.
Have already recommend everyone I know to avoid these guys like the plague.
Review by Wintellect1 month ago
Worst company I have ever dealt with in my life. Signed up for 350 broadband and tv. Had constant technical problems and intermittent broadband from start to finish. Finally cancelled it tried to move to another provider but even that was complicated beyond belief because they had blocked and closed down the line all together and cancelled the new engineers visit. Spent 2 hours on hold being passed from one person to another to get it unblocked. Completely underhand disgusting methods to try make costumers stay. I will never get anything from virgin again I'm so appalled by their actions. AVOID AT ALL COSTS!!!!
Review by BPTurner1 month ago
My wife upgraded media package that include a new sim and as she was already had a virgin mobile number via my account for about 10yrs they said they can not transfer old number to new sim because internal.
Review by Altaher1 month ago
Been with Virgin Mobile for years (and had Virgin Media [TV/Broadband/Landline] for even longer) and recently changed from one Virgin SIM-only tariff to another, cheaper one.
5 weeks and 2 SIM cards later, and with flaky and dropping-off network connection over all that period, it seems like I became one of the victims of the mysterious Virgin 'rogue SIMs'.
In all that time, they couldn't seem to fix 'the problem'.
But is this for real? Or are they merely getting loyal customers to bugger off because we're too much hassle, already having a perfectly good phone and not wanting a new one every 2yrs for no good reason?
We should be told!
Anyway, I've buggered off to Plusnet now, it seems loyalty counts for diddly-squat these days.
Review by JoeAiello1 month ago
I logged a complaint online, asking them to contact me via email and explaining exactly what I wanted them to do about a billing problem.
I had a phone call instead on a Friday afternoon so they clearly disregard any customer preferences. I have a SIM only contract. Somehow I was billed for data, interestingly starting from the first date of the current bill. Since I have mobile data switched off and only ever use internet via Wifi, I was mystified about this. Even more mystified that during the billing period, I was in Greece, using internet via Wifi again. As soon as I got back to UK, £3 daily internet access charge started again. The customer services person couldn't explain this, just insisted I'd used it and denied that it could have been turned on my them. I couldn't see where to find old bills on their webpage (I've seen it now) but they refused to tell me when my mobile data started, saying that they couldn't give me that information. I asked to speak to a supervisor: surprise, none was available. So I'm getting a call (supposedly) after the weekend. Whatever the outcome, I'm switching providers.
Review by Xurong1 month ago
WARNING! I took out a virgin mobile contract, and transferred my unique number over that I bought on ebay for a good amount of money. The contract ended and I transferred it to PAYGO with virgin mobile (biggest mistake of my life) despite using the number on PAYGO for about 3 years, out of nowhere the sim stopped working. They advised on the phone that a topup must be applied every 3 months. Nobody ever mentioned this, I used it for 3 years on PAYGO without topping it up. Now they're saying its lost forever. This has got to be the biggest scandal i've ever come across with a mobile network. Its safe to say that I will avoid at absolutely all costs and will advise others to as well. I've owned this number for over 7 years, many hundreds of people have it, I bought this unique number because it represents mine and my lost ones DOB in it. Its just atrocious, PLEASE DO NOT USE THIS SCAM COMPANY.