Virgin Media Reviews 3,887

Possibly the worst company I’ve ever dealt with, comedic levels of incompetence. Please avoid at all costs.
Moved home, they disconnected from wrong date and left me without any service for 10 days. The complaints process is non existent. You end up on web chat via an Asian contact centre where they try and haggle you a ridiculous compensation amount like a flea market. The service is also unstable. Their app told me I needed an engineer to fix so booked an appointment and he came and gave us a new router and a booster, next day I’ve got an email saying my bills have increased from the changes we’ve made. At no point was this mentioned in the process so off the complaints flea market I go again.

What can I say apart from wow!! 24 days and counting since the date Virgin media solidified themselves as incompetent.

We have waited years for virgin to finally arrive in our little town. You wouldn’t believe how excited I was to finally rid myself of Sky and have a second device provider for ultra fast broadband. As you can imagine with new services they needed to put groundwork’s in to the house which meant a small channel through our grass, along the path and onto the external wall.

How simple could that be? We’ve had it done recently with the only other ultra fast provider 18 months ago.

Somehow the two mid 20’s groundsmen representing Virgin from Avondale couldn’t grasp that. Repeatedly telling us upon arrival they would need to lift paving slabs when they didn’t. Anyway the lads laid the cable across the grass as agreed and instead of lifting slabs followed path edging three feet to cross in the gap meaning less groundwork with the same cable amount used.

As we work from home we left them to it and three hours later they drive off without word. Now this was three hours to lay 14 foot of cable in soft grass and into a gap to be cut and filled. Two people three hours is a little lengthy so you would expect it to be the best install known to man!!

They have laid cable 10mm under the grass in an arc shape not a line wasting 3 foot of cable, filled my drains with cement and yet somehow the cable is all above ground as they must’ve had a white cane I didn’t see (irony) and just slapped cement in spots got bored and pored it in my soakaway drains.

I am now left with cables above ground causing a tail hazard, can’t cut grass incase I hit cable and killed that part of the lawn. My soakaways now need to be re made at expense and I will be left to bury all the cables. I have complex neurological issues including multiple sclerosis and this will be a huge task for me to rectify as the physical toll will be insurmountable. Three calls to complain and a site visit from a manager whom agrees it needs sorting yet no resolution. I’m horrified this is how customers are sometimes left and I’m at a loss to how I fix it.

Think long and hard before using virgin media as you may be one of the u lucky ones who are left with an unsafe install.

I’m a vulnerable customer who arranged to move my Virgin Media services to a new address. I was assured on the phone that my installation date was confirmed, but then it was changed — not once, but multiple times (now three times) — with no clear explanation and no warning.

I rely heavily on internet access for my safety, support, and daily needs. I explained to Virgin Media that I am classed as vulnerable and need priority assistance. Despite this, I’ve been left without broadband for 3 weeks after moving, and every time I’ve been told something is sorted, the date changes again.

No temporary solution has been offered. No accountability. No urgency. I’ve requested to be registered as a vulnerable customer, but nothing has been followed through.

This experience has been extremely stressful and isolating. Virgin Media claims to support vulnerable people, but in practice, I’ve been ignored and pushed aside.

I am writing to raise a formal and urgent complaint regarding the unauthorised withdrawal of £1,443 from my account, repeated breaches of contract, and an appalling level of customer service that I have endured since February.

Since that time, I have been paying for a broadband service that has not worked, despite my repeated requests for resolution. This alone constitutes a breach of contract under the Consumer Rights Act 2015, which states that services must be provided with reasonable care and skill. Failing to deliver any service at all while continuing to charge me is clearly unlawful.

Worse still, after I finally cancelled my contract due to your repeated failure to provide service, Virgin Media unlawfully debited £1,443 from my account without consent. When I contacted your team, I was told this was an “accident” and that a cheque would be sent in 14 days because, incredibly, you “don’t have a system for refunds.” That explanation is not only unacceptable – it is simply not believable for a major telecom provider.

Now, after the 14-day window has passed, I am being told it may take up to 45 days. This is a violation of the Payment Services Regulations 2017, which require unauthorised transactions to be refunded promptly. It also contravenes the Financial Conduct Authority’s guidelines regarding fair treatment of customers and prompt resolution of financial errors.

Your customer service has been appalling. I have been misinformed, lied to, passed from agent to agent, and spoken to rudely. No one takes ownership of the issue, and your teams appear completely unable to communicate internally or resolve even simple matters.

I now demand the following within 7 days:
1. A full and immediate refund of £1,443 via direct transfer, not cheque.
2. Compensation for the months I was charged for a service not provided.
3. Written acknowledgment of your breaches of contract and regulation.
4. An apology for the poor handling of my case and unacceptable conduct of your staff.

If I do not receive a satisfactory response within 7 days, I will escalate this matter to Ombudsman Services: Communications, the Financial Ombudsman Service, and pursue legal action for unauthorised charges, breach of contract, and distress caused.

I expect immediate acknowledgment of this complaint.

Awful. I signed up to a new package after being with virgin for almost 10 years, for them to charge me nearly double in the first month of the new package and say it wasn’t processed their end and the package I agree to is no longer available, so now trying to charge me far more than was agreed. Have been talking to customer services for 3 and a half hours with no resolution in sight. Absolutely awful

Virgin Media do NOT warn you that you will be charge double at the end of your 18 month contract.

Virgin Media still continue to make it very difficult to cancel the contract. Extremely aggressive sales tactics. Not acceptable.

Dreadful company. Avoid them at all costs. My phones were down for 4 weeks at work and they did nothing + they've closed down my e-mail domain at home. Dreadful, dreadful company.

Would rate 0 if it was an option
Poor customer services. Phone line puts you into an endless loop on the same options
If you get though to someone it’s really poor
Issues from the start of this year. Internet not work. Boxes losing internet (hard wired in) apps getting disconnected. Ordered a new box got sent a remote. Trying to sort on chat but they won’t send a box out as they need to send an engineer out to install it. But because I work the times they are saying they won’t sort. Would avoid and will be looking to cancel my contract with them.

Go anywhere else but these clowns , customer service is an absolute joke.

Tried to charge me nearly 700 pounds for an early disconnection fee even though I made them well aware within the time frame I was leaving them. Genuinely the worst customer experience I have ever received throughout my time with them hence why I’m leaving and I’ve never once had an apology from them. Avoid these scumbags like the plague.

Virgin need to to transform and upgrade their customer service.
Virgin used one line to provide service to three properties in our building (including us) when each customer should have their own line! So when one switched everyone else's Internet died. Virgin's customer service line did their usual and though I tried several times, answering questions honestly just meant you got told to use their website, a "goodbye" and then the line was dropped. No-one there to speak to. I arranged an engineer to visit using the website but it was 6 days till the earliest appointment. On the day of the appointment, within the appointment window, I received a voicemail phone message saying the appointment was cancelled and delayed till a further five days later. Just awful service. I tried customer service a few times but yet again only got a few "goodbye"s and dropped lines. All the while no Internet at all.
By the time my wife tried the "customer service" line and just shouted "complaint" to every question the game was up for Virgin, long gone, over. I had already phoned Vodafone, actually got to speak to someone and arranged to switch.
Oddly someone then, for the first time, answered the Virgin line even though my wife's "complaint" statement was not an answer to any of the questions! The person then attempted, at some length, to refuse to acknowledge or record the conversation as a complaint. It was transparently part of a device to mislead Ofcom, their regulator, by pretending complaints are far lower than is actually the case.
Virgin had nothing to offer anyway and Vodafone are half the price for us. However, though we had no Internet, they attempted to charge us over £600 for connecting to the internet elsewhere (in an Orwellian stage setting they called it "disconnecting"). This try-on was withdrawn when we said we will, obviously, be going to Ofcom to complain about it.
How are Virgin allowed to carry on like this? In the near term it's more of a billing operation than an Internet service provider. In the medium term it won't be either without major changes.
Again, they need to come clean with their regulator, invest in customer service, invest in their engineering, have people that want to run the business like that, start to rebuild a broken company and, eventually if they want to stay in business, rebuild trust.

DO NOT go with these absolute jokers, easy to set up, impossible to cancel or get a hold of anyone, engineers don’t show up, websites and apps don’t work, cancelled before they even installed anything, utterly useless.

i am with virgin media 15 years.
last few years i lost 3 days work pcm due to no wifi.
these were planned engineering works but found out they pretend its an unplanned outage. i am leaving them 80 pcm for nothing but hassle

RUBBISH SERVICE

I have been trying to return my hub for more than a week now. Two of their agents assured me that the return kit has been dispatched. I just spoke to a third agent two days ago. He told me it hasn't been dispatched yet and I will get notified once they dispatched it. It's been two days and still nothing. It feels like they are prolonging the process so they can make me pay the fee for not returing the hub on time. Extremelly unprofessional and unhelpful.

If I could have given no stars i would have. I was with virgin media for four years they doubled my price and encouraged me to make my partner to take out a new customer deal. They messed up my package and my TV hasn't worked since I've had it. Now I can't get the new customer deal despite them messing up. My whole family are stressed and I've waisted alot of money in phone calls

After 5 years and willing to extend for a reasonable price was later told my price would increase to £140 pounds (my contract was £85) this was a huge shock - the company is selling similar packages for £80 pounds to new customers. During the negotiations I was given a £90 pound quote but had to remove one of the services. Shocked how they can disregard a loyal customer.

Worst internet ever hope this company dies

Generally a good service, but goes down about 1 day every 1/4 of a year. If you have a substitute for the day, then worth getting, otherwise try another.
Down again today.