Virgin Media Reviews 82

I have recently started a new job as a charity fundraiser working from home using SIP to make calls over the internet. Virgin Media are blocking my connection. ( my internet is fine). the company I am working for says this is common with Virgin Media. I called Virgin and after an hour on hold I spoke to someone who told me to call Gadget Rescue who picked up after another hour on hold and tried to sell me a new bundle and didn’t listen to my concern, merely read a script AT me. Without accepting this bundle she was unable to help me and told me to phone cablefms who told me no one knew the answer and there was nothing they could do or suggest.
I am unable to do the job and therefore unable to support my family and also unable to raise much needed funds for essential charities that receive no government funding.
I am appalled at the lack of care and interest. I need to work, I need this job, I need to self isolate and until Virgin Media unblock and take responsibility for this I am powerless. I feel utterly desperate.

As per other reviews, VM blame Covid for their total failure to provide any customer service via phone, message or email. Complaints go unanswered and the joke is you cannot even leave because you can never get through to that department. An absolute shower, they just want your money.

Like the other reviews suggest, Virgin Media have absolutely no care for their customers whatsoever. No matter what the issue is, they couldn’t care less.
I called to enquire about renewing our broadband with them in august (biggest mistake ever). We were given a renewal price we were happy with, and left it in their hands. A month later and we were charged over double the new agreed price, that we had bonded into an 18 month contract for might I add. I called again, explained the situation and Virgin Media stated they couldn’t do the price they had previously given us and offered a higher price. I said if they listened to the RECORDED call they would see we had been given and agreed a lower price. The lady said she couldn’t do that price today but would put through the new price and raise a formal complaint for the call to be listened to, and we would receive an official response in 30 days. Well, 60 days passed and we’d heard nothing, so I called again. I waited on hold before speaking to someone for an hour, only to be told there was nothing they could do, the call recording had been deleted and the complaint hadn’t been looked at. Absolutely despicable! I said I wanted to take this further and they offered me the originally agreed price, but only for 3 months?! If you can do it for three months why not honour it for the whole contract like you originally agreed?! We did not agree to this “complaint resolution” and are still awaiting to hear how I can take this to a third party to investigate their due diligence. Absolutely awful company, and we will be changing supplier as soon as we physically can.

Abysmal customer service!!!!
We live in an area (London Walthamstow) where they are the only providers with fibre broadband. We opted for 50Mbs. We regularly check the speed at random times and more often than not we get less than 5Mbs!! We also have speeds less than 2Mbs at times!!
We've been with them for 4 months now and we clearly have been missold a product.
I used to be with VM in the mid 2000s, when they were really competitive, and it used to be quite easy to speak to a person over the phone from customer services. True, the call centres were located in Asia, and they were extremely competent and dedicated to solving your issues.
Today, it is impossible to speak to someone over the phone - they invariably redirect you to their online services -, you have to log in a complaint online, and if you are lucky, a bot will reply to you with pre-written answers or suggestions, which never suit your problems.
VM have become this Goliath of a service provider that does not have to answer for its failings. They tie us to a contract, and feed on our direct debits.
The customers only weapon is to review the product and hope that high up at VM's headquarters they take note and act upon it.
But how could they notice bad reviews when their eyes are blinded by the thick smoke from their shareholders cuban cigars, laughing all the way to the bank.

I have been with Virgin media for the last 3 years. Each year, the price has just gone up and up for the same package but the customer support has hit rock bottom. I know these are difficult times with staff thin on the ground (dont have the comparison of other internet companies), but after 6 complaints and daily phone calls each waiting more than half an hour to get through to someone, am miserably suffering still to resolve my issue. In all this they made one phone call, and made me wait 45 minutes, and still couldnt get to the technical team. What is the point of trying to attract customers when they cant sort out the basics.

You can rely on the worst customer service!

I have always praised this company to friends and family as a brilliant example of good customer service...not anymore.
My Tivo box wouldn't let me access Netflix through my son's account which had long worked perfectly. Instead they denied me access and scammed me into signing up through Virgin for £11.99 per month. Netflix were exemplary in their response and cancelled straightaway plus reestablishing my access through my son's account. I spent nearly 24 hours trying to get through to Virgin..once speaking to an actual person who had to speak to an Area manager then transferred me to another dept ..three rings and they cut me off!! Needless to say they charged me £11.99 for a month and I'm waiting to see if they continue.
I would not recommend Virgin Media..they have fallen into the same pit as Sky ...GREED rules. I hope they are investigated for their incompetence and money grabbing

After more than a hour waiting on the line i got connected to advisor who doesn't know what he is doing and transferred to technical team who kept me on the line for an hour and said my TV is faulty when i came to know next day its the Virgin TV box which is faulty. and Advisors are very rude and you can hear they will make jokes and laugh in the background. Virgin should be ashamed of providing this kind of service to the customers. Pls do not choose this provider

Virgin Media are a con artist charging double what Post Office Telephones charge for the same service and terminal dithering over expansion proves they cant be trusted! so do it contact POST OFFICE TELEPHONES on 08000920500 and save yourself a fortune compared to Virgins Rip Off Prices!!

My broadband with another company finished on 31st October. I decided to change to Virgin for the impressive speeds they allege. Virgin told me they would pay off my old contract if I connected with them earlier than my previous contract expired. That didn't happen. Broadband with Virgin started 6th October. Plugged in the router and yellow light indicated a problem. We got a message there was intermittent issues. Contacted Virgin for 3 days. Said they'd send an engineer, they told me Saturday by email. I got a text saying Wednesday. On checking they had outages all over the UK and terrible reviews. I decided to cancel the contract on 9th October. Busy person, so can't be messed around. Had no internet the 3 days I had router plugged in. Was also still paying for old contract and still had Vodafone internet. Despite cancelling within the cooling off period, still received bill for £44.33 on 21st October. Back on the phone for an hour to complain, passed around several different people. The final person was very rude and told me I had no choice but to pay. After arguing my case he had a look at the account and said he could see there had been no usage and said the bill would be wiped. Virgin took £44.33 out of my bank account on 3rd November, despite acknowledging my disconnection on 9th October. I regret ever contacting Virgin. They can't justify billing me when I had no service. They should be paying me for the amount of time I spent emailing and on the phone to them. If it's not illegal to go into someone's bank account and take money when I'm not even a customer then it should be.

Got B.T now. Plugged in and go. No problems so far.

I’ve been trying to contact Virgin media for months regarding wires sticking out of my drive .

I did manage to speak to someone on two Occasions and both times they said they will get an engineer to come out .

Still awaiting .

Now I’m not a customer however it’s dangerous as these wires are coming out of the ground at the bottom of my drive .

Shocking company

Shocking company. Incorrect billing and I have the evidence, however a year later still not refund. Many many calls and emails, with evidence but still nothing. Totally incompetent staff.

Never had any issues with Virgin Media.
No issues and no complaints.
If anything I fully recommend them.

Pathetic excuse for a company. As soon as my contract has expired I’ll be getting out and never returning. Advertised average internet speed of 360mbps but that’s never achievable. My average is around 100mbps. When contacting virgin after waiting for 47 minutes, I was told that the 360 is just an average and as long as it’s not below 50mbps then I have no grounds for recourse. STAY AWAY FROM THIS COMPANY.

It would take hours to write up how appalling the service is. In short I paid for content. While Virgin Media was happy to take my money it won’t let me access the content because I live outside the UK. I was on hold for 2hrs....hung up. Tried chat. Dealt with someone who was so incompetent. Another 2 hrs still no resolution. Next day another 2 and a half hours. Still no resolution. Find an email for Virgin’s ODR (Online Dispute l). They email me saying they will respond. I hear nothing for over a week. Have emailed back individual who did contact me and they haven’t replied for 3 days now.

Essentially, they took my money, wasted my time and I still have not received either a refund or access to content. To my mind that’s fraud!

I haven’t even outlined everything here!!! It’s so unbelievably bad!!

So you stay with this company for nearly thirty years the price goes up and up and up so I changed my package to remove the movie's as let's face it you probably get two a month that are not repeated.
I had around five movie's on the V6 box probably for three or four weeks not had time to watch them. So when I change my package they immediately stopped me from watching any of the film's I had recorded. Well as far as I am concerned I have already paid to watch them but they are saying well I should have watched them at the time.
What a rip off well I have another ten days cooling off period so time to find something else other than virgin media for TV and broadband

Zero star is required, one is far too many. Second complaint this month. Increase in bill 6.9%, oh that my income increased by so much. Rang 150 as web site useless, put phone down after 10+ minutes. This time I will ditch virgin for good.

They kept upping the line speed on my adsl connection (for FREE!) but they must have over-subscribed the line and I suffered from signal attenuation and dropped connections at peak times. I explained all this to them but to no avail. This was many years ago. I tried everything I could to get a stable connection but customer support was no use.
Their marketing strategy was aggressive. Constant spam asking me to join, even though I was already a member, some addressed to me plus some post also addressed to 'the occupier.'

If i could give no stars i would. Dont go there simple as that. The company are currupt to the core they came to my door touting for business with there new broadband fibre i was lied to from the start.

My contract ended the month before last i made a call 14 days before to NOTIFY them that when the contract ends i WOULDNT want it to be renewed as id found another company.

The call went through to india apprently now thats where the call centres are based. The lady couldn't speak a word of the queens and took my call as a disconnection so now i am in debt for a disconnection fee, why not have customer advisors based in the uk and give your customers a peace of mind that there words will be understood in english.

Not only that but i am now been told when you sign on the dotted line your always 4 week in arrears from your first payment so when my contract ended in may my last payment actually paid aprils bill and i had another month to pay. i am sorry but i pay for what i use each month. AVOID AVOID AVOID.

I sold my house in June 2019 and rang virgin to cancel my contract. I was told to pay the full amount until the end of the contract or continue paying the monthly subscription till the end of December and the contract will finish.
I opted for the later and also downgraded the services as I was not going to be using the services. I was told that was fine and once I have paid to the end of my contract the contract will end. I paid all the subscription amounts due to the end of the contract, the last payment was in January 2020 and then canceled my Direct Debit.
However, I kept on receiving bills and I started to raise the issue with Virgin. I received a number of calls and despite all my explanations they kept on insisting that I pay. Despite the fact that I wrote to them in February they never replied till 6 April 2020 and said that it is taking longer then expected and they will call me soon to resolve the issue. To date, they have not contacted me, and therefore I took the case to CISAS for resolution of the case. They kept on sending me monthly bills and the outstanding amount had gone above £300. Since June 2019 I have never used any of their services even though I was paying for them till the end of December 2019 as per the contract.
CISAS took up the case on my behalf and asked virgin to review my case. Virgin came back and agreed to cancel my non-existent contract and all the outstanding invoices as they were in the wrong. It is shameful on part of virgin to treat a customer like that. I had been with them for over 20 years. Never again. Anyone being harrassed by virgin should contact CISAS and maybe they will be able to help. Check CISAS website.