In a get out of contract, worst decision of a service provider , I ever made , programming for ever cutting out , and constant foughts , that go for days untill reinstated , do not make my mistake , consider another provider , who have up to date equipment , and systems , 2nd rate at best , roll on end of my contract, very, very disappointed and most frustrated at the the poor every aspect of sir Richards, money making venture , suspect he well might have a satellite dish in use
Review by Hayleytay3 months ago
Dreadful continuity of broadband, just appalling!! I notify the CEO everytime they need to send a signal to restart my equipment...8 times in the last 2 weeks!
If you would like to give home your feedback I'm sure he would welcome it. He can be emailed on his email. Just put a dot between his names followed by the @virginmedia.co.uk address.
Review by ShonaJB3 months ago
Absolutely terrible customer service.
When renewing the contract, I asked their staff member multiple times to confirm to me that the price will not go up in the next 18 months of my contract. I've asked her to confirm this because, in the past, Virgin Media always increased their prices, so I wanted a guarantee and proof of it. Guess what? They don't care! They go on and increase their prices and justify it by saying "it's because of the market". Well I don't care about the market. I promised to pay you a certain amount of money for 18 months for your service and you promised that the price will not increase in these 18 months.
I wonder what would it be like if I went to them and said "you know what? From October, I'll be paying you 3.50 pounds less a month for the same service. You know, it's the market".
Review by Shihav Angelet3 months ago
Virgin media are absolutely abysmal, I've been a customer for a number of years & been lied to, cut off by customer services, promised the earth & spent hours on hold to speak to someone in the middle east ( interpreter require)
take my advice & avoid virgin media unless u want to waste hours of your precious time.
I have now cancelled both my tv & broadband & mobile contracts with them & will never use them again, no wonder they're making 100s of redundancys.
They should take a page out of ee's book that look after & value their customers but that's never going to happen.
Positively the worst experience I've ever had with any company!
I wouldn't even give a quarter star if I could
Review by Siouxzana3 months ago
I’m a sufferer if mental health and I have been left mentally and physically exhausted... been given the run around for days over this booster they want to charge 99pounds from a single struggling mother to get someone round to get the boosters working as I can’t i feel stupid and useless and still haven’t got Internet properly in my rooms it’s only a two bed flat and Internet doesn’t reach my bedroom this is ridiculous
Review by Jonte3 months ago
Switched from BT/Sky/o2 about 3 weeks ago in a package deal. The biggest mistake I have ever made in my life. They have not lived up to one part of the promises made. Will start with the mobile Sim, does not work in the wife’s iPhone, looked into this and it’s a problem with the sims provided by virgin, loads of people having the same issue. This has left the wife without a phone. Broadband line left above ground and exposed to the elements and wildlife.Broadband speed should be around 400-500mps, at times I have near dial up speeds, 99.9 of the tImes not enough broadband speed to run Netflix, TV service not what was promised. Getting in touch with virgin is impossible, my dear departed mother would be easier to get in touch with a Ouija board, not joking. It’s without question the worst company I have ever dealt with. Promised us the earth and delivered 0%. Genuinely have buggered up the whole house with their incompetence. No mobile for the wife, awful tv service, almost unusable broadband, outside insolation work dangerous bad, unpaid credit to us, customers care unreachable and don’t care. Please, please don’t use this company. If I could would give them zero stars. To call them incompetent would be a compliment. They should really visited your house on a horse, not a van, cowboys.
Review by Sharo3 months ago
Been hung up on so many times about The Manifest on demand issues when service status says it's fixed
Its a joke when Indian people don't understand English
Time to cancel and go to Sky
Review by Kek3 months ago
£5.15 billion revenue 2018. 15 minutes and waiting to speak to a human being on the phone. Is this what we signed up to folks?
Dr. Michael Evangeli
Review by Belmas3 months ago
Was absolutely messed around by Virgin. The person who took the details on the phone got my name, email address and house number completely wrong. To change these I had to talk to three different people on the phone which took about 45 minutes to undo their mistakes. I was promised an engineer would come to check if my property was eligible for virgin media and if it was he would do the set up on the same day. No one came on the specified day and we had no text or phone call letting us know this, we even tried to phone the engineer on the number he had given us and each time it went to answerphone. Upon trying to cancel my account I was put through to a multitude of different departments, 3 of which ended up with them hanging up on me. I was told they would call me back at a specified time and received nothing so I had to phone them again. An absolute mess of an organisation and an incredible waste of time.
Review by JKjellman Genzink3 months ago
Appalling customer service - not sure how Ofcom or the government allows companies to get away with this.
Have been with Virgin Media since 2014, now moving houses so requested to terminate the service.
First offered 3 months' free (which was enticing) as this would have been a help esp at a time we only recently bought our new home.
I explained to the team that we were on in a contract with Virgin and that our 12 month contract ended in Feb 19.
Previously, we were mis-sold a contract on a higher tariff - raised a complaint to say we explicitly did not enter into a contract. They responded that they did not keep records of our verbal conversation so could not take things further. At the end this got nowhere and we were stuck with the contract.
I requested a confirmation email asking them to confirm that I am not in any form of contract with them. Receive an email this morning stating that I am in a contract now with them for 12 months on a higher tariff than I was on a rolling contract.
Call customer service to end the service for good, either they dont understand me or they have been instructed not to entertain customers who want to leave, delay the process as much as possible or making it impossible for them to leave - so they when the cooling period is over, they can claim their legal rights through the contract.
Kept getting transferred to the 'contracts' team and it keeps getting disconnected. Seriously, pathetic service.
Have called 4 times already!!
Next steps - Ofcom & Social Media. Get your act together! You dont even deserve a star!
Review by Gtrs Uhelj3 months ago
Just don't use them.
I found an online deal for their broadband which seemed good value for money.I called them and they also convinced me to get their mobile plan as well which was also good value for money. This has been my worst decision relating to broadband and mobile plan in my life so far.
- Service is much worse on Sunday when most people are at home watching a movie
-The router overheated once and I had no internet for a few hours
-Even though the quoted speed is high you will have problems with games.I had much better MS using slower internet while having the same frame rate
-signal is not that great in certain areas
-When my wife was in Thailand and Taiwan they didn't send her a message to notify her about the prices there as any normal operator would do.So she sent an online message to her parents which ended up costing £50. She paid £50 for 6mb worth of data and Virgin seems to think that this is fair even though they haven't even send a notification message.
-The customer service was not really helpful as well and they couldn't really do anything.
I was excited to try Virgin for the first time but I will never use them again.Too bad I didn't check the trustpilot reviews before I did. Save yourself and use somebody else.
Review by Thishone3 months ago
Poor customer service.Had a very rude manager to deal with who was awkward and patronizing.
They expected me to pay for a service that I didnt have or use. Kept undermining me and refused to let me talk to a senior manager. When I told him what the company complaints policy and procedures stated he told me to go and read it properly.
They have a compensation scheme which the computers generates whether you are entitled to a refund or not so the manager says when I asked what was the reason for the refusal he said the computer didnt give one bottom line is you cant have a refund.
When i tried to reason with him he replied did you ask us before you made the call ?
The incident is that a year ago an engineer botched up a repair regarding a phone cable outside my property resulting in poor line quality after numerous calls none attended . I stopped using my landline and used mobile to make uk calls.
This july I was involved in a rta in which I got injured . Next morning my Injuries worsened.was in too much pain to wait six hours in the accident and emergency so decided to call out of hours gp which began with 0345 number this number is free from landline unfortunately the line was dead . I had no choice but to use my virgin mobile to make the call with resulted in a fifty pound bill.
I rang virgin media to make a complaint about my landline and also the expenses I had incurred.
The gentleman said let your bill get generated and we will refund you for your mobile plus refund for the landline for the period it is out of use which totalled to 3 weeks because engineers were coming and only doing half a job.
When I rang today they refused outright.
I kept repeating i was involved in an accident and had to phone my gp. To which the manager replied did you inform us before using your mobile it was your choice so pay for it. Talk about lacking empathy.
I've been which this company for nearly a decade not only do i have the whole media package but also mobile .
Bitterly disappointed. Considering leaving them .
Word of advice stay away from this company.
Mr Branson instead of building all these companies maybe you should build on customer service.
Review by Ethia3 months ago
Currently with them and contract is due to end in September. I have nad issues with broadband going off over since joining them and could never get through to speak with anyone. Lately, I have been ringing continually to seek a new contract as the price is about to rocket. They just have me listening to music for 25 minutes then cut me off. Tried the messaging service but they just don't respond. Think I will just stop direct debit at the end of my contract and leave.
Review by Panoramics3 months ago
Been with VM for years. Service ok when it works, but if you have a problem it’s dreadful. Their call centre is outsourced abroad and the people you speak to have little knowledge and if you can understand them they are just plain rude. They tell lies, say they are going to action things they don’t, they pass blame onto you. It’s endless. You wait and wait to get through and all they are interested in is asking your security details again and again. Avoid at all costs. They are very expensive too.
Review by Waine3 months ago
They don't even deserve one star. When we moved into our house it already had virgin media, so we took it over. The customer service is dreadful. Repeat what previous reviewers have experienced with long waits to get through. Our broadband service is very poor. It keeps going down and when we eventually get through to someone they just confirm there's a fault. We already know that! We are currently researching a different provider. It's true that they hike up the monthly payments and when queried they claim they cannot give a discount. We don't want a discount just stop hiking up the payments. Dreadful, dreadful company. Do not go near them, there are other, much better providers.
Review by Rawaha3 months ago
This is not my review just an obsivation of the posts I have read my review is to follow as my saga is ongoing.
My concern is that with nearly 9000 complaints and a 1 star rating none of the governing bodies are doing anything.
I am self employed and I know if I get a handful of complaints to trading standards I WOULD be investigated.
Is this another case where OFCOM/the ombudsmen service and resolver are in the pockets of these companies.
I think many of us now know the ombudsmen service is not independent/impartial or fair as they are funded by the companies you are complaining about.
Sir Richard please come back and put this house in order and sack that useless CEO.
Review by DLsCasinoPlug3 months ago
We’ve been with virgin media for a year now and only have 1 problem but it was resolved quickly. Can be annoying speaking to an Indian call centre though
Review by Birch Sleptsov3 months ago
absolute rubbish customer service aways put through to India
cant understand them and waiting 40 mins to be delt with at the money they charge im sure they can afford a customer services in the uk
Review by Molie3 months ago
Hopeless, waste your time going through tons of questions then don't bother progressing the thing you need. Round 2, all the same time wasting to then be told the system is down contact back in 2 hours. Appalling customer service.
Review by Leyner Pagurelias3 months ago
I am really struggling to correct issues in my online account for the past one month. The customer service really poor in understanding the issue and they really don't have any clue of how to handle the customer. Fed up with it.
Review by Verrol Guidice3 months ago
I have been with Virgin Media for over ten years now and their infrastructure is quite good with 50mb broadband, TV and telephone.
It's ashame that their customer service is so poor and that they treat their customers so badly, a recent example being as follows:
We received an email saying our broadband and phone charges were to be increased by nearly 8% but on phoneing them they came up with a lower rate, which we were happy with. However, when they wrote to us this deal was for only another eight weeks. When I phoned again, I was told we were going to be put on a more expensive tariff.
I then phoned Plusnet and got a much better deal which we went ahead with, however, when Virgin found out about this they disconnected our broadband immediately even though I hadn't requested them to do so. When I complained, they just told me it would take 72 hours to make the reconnection.
I believe the Customer Service Manager at Virgin is called Karen Walker. I'm not sure whether she is straight out of university but I doubt she could even spell customer service never mind implement it.
Review by Pualei Silberg3 months ago
Total frustration. I was on the phone for over 40 mins trying to resolve an issue with intermittent wifi coming and going. I was advised it was an issue with my computer and that I needed to subscribe to an additional professional service to get it fixed. I spoke to 3 different people and was finally cut off asking to speak to a senior manager. I rang back, the call failed again, and then I rang back again, and finally - about 1.5 hours later, it was determined I need a new router. If this doesn't fix the problem I'm leaving Virgin. I have been a customer for many, many years. I also pay a premium for my account, and more than your new customers. This is not the way to retain loyal customers. Improve your service, and have people on the phone who speak English and understand Mac systems.
Review by Depandra Schlaifer3 months ago
Price keeps creeping up and customer services are very difficult to contact due to wait times.
2 x £3+ price rises in the past year or so
Better offers for new customers than existing customers
I personally waited over 30 minutes to speak to someone who then couldn't help and needed to transfer me which would involve the same wait time
You can upgrade services without having to speak to anyone but downgrading can only be done on the phone
Basic dishonesty and poor service.
Review by Rizqi3 months ago
My 12 month contract came to an end...
I was very organised & phoned to renegotiate my offer on time to ensure that I was not charged the ridiculous increase after 12 months. After an hour on hold & being bounced around from department to department I spoke to Steve at the Customer Relations office. He offered me 12 months at £31 a month which was only £2 more a month rather than my bill increasing to £48pm. I accepted & was told that I would receive a confirmation within 72 hours.
However 72 hours later I received an email with a bill of £51 a month, not £48. Spent another 40 mins on the phone to various departments who told me "Steve" hadn't even left any notes on my account, they could not honour what he offered me & the best i'd be looking at was £35 a month.
After asking them to listen to the call, because I didn't spend an hour on hold only to talk to my imaginary friend, they honoured the deal... whether that will actually happen or not is another issue... i'm waiting for another email!
I feel really sorry for the call handlers that have to deal with these types of calls day in, day out, but this really is appauling service.
Review by DarkJak3 months ago
Terrible service. Fibre Internet at £35/month is absolutely shocking. Signal doesn't reach upstairs or to the back of the house. Connection is intermittent, I have had it 6-7 months and must have rest the router about 50 times.
Absolutely shocking, will never touch anything Virgin Media related again.