Virgin Reviews 

Appalling Attitude, Tone and Mannerism!

I have been a loyal, long term customer, but any time I call and speak to an advisor, whether it be their customer services, technical or even retentions, they always have a very arrogant tone and attitude.
They seem to not listen and always give an ultimatum (for eg. "this is all we have, if you don't like it, you can give us 30 days notice to cancel").

Their retentions team will give you one price to stay and keep their services, but if you call again, they give another price and call again, another price again and so on. Absolutely absurd and unprofessional!

As a long term loyal customer, this is not the type of experience I expect to receive not how I am treated, therefore as any other customer (human being) I question why should I give my time and money to a company who employ/train staff like this.

They can claim to be the fastest broadband company, which is probably why they are so arrogant, but you do not get the speeds you expect/pay for and they use their ofcom policy to get away with this or if you have a technical issue; causing major problems with your wifi, not reliable enough to be able to work from home, use connected devices etc, they dont seem to care and therefore take a very long time to resolve.

This is enough to leave a service provider like Virgin, and move to a more professional company like Sky etc, who have a very responsive and dedicated team of advisors/agents that know how to speak to customers in the right tone and mannerism.

Dont join/renew with Virgin unless you are happy to be deceived and fooled, while dealing with Appalling Attitude, Tone and Mannerisms...

Absolutely shocking
As a new customer we have been treated appalling.. Was constantly lied to by members of staff. Was promised pre installation would take place one day between 8_6 never happened. Contacted customer service again the following day to be told it will definitely be today between 8 _6 till hasn't happened.. staff couldn't care less ...Appalling attitude...

One of the worst network. 3 months ago I ended up my contract with 3. So i decided to try this network. I'm regretting that why I came to this network. Worst customer service ever they bloody dont care. I got three lines. Im trader. I'm missing the jobs and losing 100ss pounds weekly.
I ask them to compensate me and they dont. One of the bloody customer advisor hanged up the phone on me. Other guy telling me that you move from one place to other because you are taxi man that's why you dont get proper signals because you go far from our booster and other booster connect you. I said what rubbish are you talking about of one booster second booster... you want me to leave my work and stay at home all the time to get signals. What you gonna do to fix the issue? He again telling me the same boosters crap. I said you dumb are you getting me what I'm trying to say. He didn't help me, neither they compensate me nor they want to give me good service and if I leave them they want to charge me full yearly fees.
Today I called them and said if you have whatsup num give me I can send you 100 of text a day to prove with time and date that see I'm not having service atall. I told him that I want to cancel the contract and I wont pay as I dont get service. Just because of you I'm losing lots of money. He said ok you wont be charged as soon as i hanged up. I got the text that you have to pay early termination fee. Imagine.

I urge to tell everyone do not try this network. If you want to try. Try roll over monthly plan.
Dont buy contract with them. You will moan the way I'm moaning.

This is a bad company with bad customer service!
When selling their service they use outstanding customer service.
If you have an issue or want to leave they don't want to know and keep you waiting hours on the phone and never call back!
They then charge stupid disconnection fees up to £300 when moving house, even if they are unable to provide the Virgin service at your new address.
Left unhappy and out of pocket after moving home and disconnecting my service.
Even though they were unable to provide service at new address.
Daylight robbery!

Help please, total frustration. Had problems for 5 months now, spent hours on the phone, promised equipment to resolve in Feb but on backorder, chased 6 weeks to find out this was never arranged. Raised 3 complaints only to be closed off without confirmation the issue fixed. Cancelled dd and finally got some attention, Package upgraded, next 2 months free as good will gesture. Advised once fixed I will reinstate dd, now had emails to say in debt, with extra charges, there should be no charges, further problems today, called and no note of previous conversation, wow. No tech support till Tuesday. Been with you for 11 years, this is atrocious customer service with no ownership. Who can I raise this further with please.

Worst company I have ever had the displeasure of dealing with. Their customer service is appalling and they are nothing but liars and cheats. Absolutely disgusting attitude. If I could've given ZERO STARS I would of done so. STAY AWAY from this company!!!! we left them due to a really poor broadband connection (losing the signal at least a dozen times a day) knocking out my security system. We cancelled our contract over 18 months ago and even up to recently they were billing us for a service we DIDN'T HAVE. Even after collecting their equipment 16 months ago. Upon contacting customer service ( what an absolute joke that was) the person could barely speak English they still continued to ignore my emails, letters and all communication. Poor show V/M Richard Branson you should be ASHAMED of yourself. BEWARE AT ALL COSTS go with them at your peril.

Worst company ever
Worst company ever. They are thief.
We agree for 28£ a month now they charge me 34£ without say anything. That's in the middle of the contract. SHAME

Add money onto your bill without warning or explanation. Always say there prices won’t change, THEY DO,,,!!!!!!!

Swapped from plusnet to get 600meg broadband also took the tv and mobile phone.
Haven’t had great speeds as low as 11meg, tech support keep offering WiFi boosters which would be great if I used WiFi but everything is wired. Refused to send engineer had to put in official complaint 3 times as they kept closing my official written complaints. Finally spoke to someone they booked an engineer
Engineers came out and said they updated/fixed stuff. However we’ve now had no internet, no house phone and no tv.
Tech service still blame WiFi and refused to book engineer had to book one via old engineer
1st faults reported March 10 2021 it’s now May 7th and we have nothing to show for what I’m paying £120+ for

Appalling customer service, I was lead to believe we had the same package as before with an email advising it was going up £3.50 but now we have to pay £11.50 extra per month as they wouldn’t give us the same phone package we have had for the last few years. £138 extra per year for the same thing we had before. Overcharged on the last 3 bills by over £30 a month more as they took away our phone package without even telling us. At least Dick Turpin wore a mask, Sky for me once this contract ends everytime. The management need to seriously read all the negative comments on Trust Pilot to realise how bad a company Virgin actually are.

They don’t care about their customers. Even when you keep calling them saying it’s a vulnerable customer they don’t help you

I have been with Virgin mobile for years as they have a half decent signal in my village. Decided to upgrade my package with a new phoen and discovered when the SIM wouldn't connect that they had changed my service from EE to Vodaphone. Numerous calls later and I'm still without a functioning SIM. Unable to connect to anyone who knows what they're talking about and now awaiting a new SIM - although how that will help I don't know. Horrid customer care. Just horrid.

STILL WAITING ON A CALL BACK TO SORT THE NEW DEAL, ONLY BEEN SINCE THE 30TH MARCH SO NOT TO BAD !!
GREAT WAY TO TREAT A CUSTOMER OF 20 YEARS

Diabolical, paid bill in full, Virgin deny, then add £7.50 late payment and bill me again, I spent 6 hours on their rubbish bot site unable to put things right, then I finally get a number to call and they hung up.. Absolutely diabolical service, scammers!!! Go elsewhere!!!

Never received the Gift Card promised either, liars, cheats, took this “deal” under false pretences!!!

Well once again my complaint closed and I have outstanding issues !!! I am lost for words at the way Virgin treat loyal customers. No point trying to call I wont get through , worse service ever . Promised my problem would be sorted transferred through to department cut off twice .....no callback AGAIN ! Avoid

I recently moved my disabled mother and myself to a new property. We asked Virgin Media if they could support a lifeline and transfer the number we already had with them from our old property. Having agreed this Virgin installed the service, apart from the lifeline connection and thanked us for cancelling it, which we hadent. They eventually installed the lifeline connection but did not port over the number. We asked for this important service to be rectified and provide an apology. Virgin wrote "apology given, case cancelled" on an email but didnt port over the number. My experience - Liars that will say anything to get your contract and then cant be bothered with you, not EVEN if you are disabled and needing a vital lifeline service. Virgin, you should be ashamed of yourselves.

Avoid at all costs. We were without TV services for almost 3 weeks but would not reduce our bill for this period as apparently you have to be without all services such as internet and phone. This means we were expected to pay for 3 weeks of programmes we couldn’t watch. Tried several times to get through waited one hour each time and then they cut you off. When we did get through it was to India who’s said manager don’t work today .

shocking company, took 2 months and more at a time almost £350, no apology nothing, eventually got a refund but through my bank as virgin refused, always double billing me every month, every month £200/£300 coming out, poor customer service, spent hours a time on the phone getting passed to all different departments then they would hang up, internet doesnt even work, was off more than it was on, been a nightmare, dont go with these, they have now sent me a final bill of £193 disgusting company will not be getting one more £1 of me

1 star is generous!! Horrific customer service. Asked to pay £240 to cancel a service that have no even provided since I took a contract out with them. Customer service team are useless clearly with no brain cells. Take them on and pay them next to nothing because they can

Virgin do not even deserve 1 star! I changed my plan after having been on a rolling contract for a couple of years. I wanted more data. I went onto new plan and then didnt get any signal in my work location as I had done before I changed. I told virgin I had lost service in this area and they said I needed to contact Samsung as it was a handset problem. I explained it can not be a handset problem as it worked fine before I changed the plan. After doing some research on line I found out they had stopped using the EE mast. I asked to end the new plan as it was within 14 days. My consumer right. They then said they had managed to save me £60 as I had ended the contact. I said you haven't saved me anything as its within the contract agreement and it's my customer right. They didnt seem to agree with me they felt they had done me a favour! I decided next to close the account as there's no point having a phone with no signal for the majority of my time. I then asked for my pac code and that's where my problem started. They then said I should have asked for it before I closed the account. They then said they would call me back but I said how will you call me back if I have no number? So we agreed they would call back on a neighbours phone at 4 pm. I borrowed neighbours phone till 5.30 and no call. They phoned my neighbour the following day when I was unable to take the call. Phoned them back once I had organised a pay as you go on EE. They made a big deal out of me not answering my neighbours phone when they called. I then gave them the new phone number and asked for them to contact me on this phone number. They said they would phone in 3 working days. They didnt call but when I phoned back 3 days later they said the pac code wasnt ready and that they would phone back in 7 to 10 days. Durring this time I received a pay as you go card with my phone number onfrom virgin. Tried to put old sim card in phone but didnt work and topped card up with £5 to try to text to get pac code but had no signal. After about 15 days I called them and I got my pac code. They said they had phoned me but they hadn't, I'm guessing they called the number that is dead activated by them so of course there would be no answer. The person said it had ben ready since 1st but i called on the 3rd and they said 7 to 10 days. Anyway i felt i wanted to make a complaint about the service i had recieved but the lady on the phone started being really argumentative with me and said why your not even a customer now you've got what you wanted. And I was like because no other customers should have to experience this it's not personal, its the service. She then put me on hold instead of hanging up. My mum and sister witnessed the phone call, it was incredibly rude and aggressive. I basically have been going round and round in circles with them. They also had the cheek to ask if I wanted a contact.

Please do not buy anything with this company. When you try to leave they are horrible. It's organised bullying. I used really rate Richard Branson now I refuse to have anything asociated with his brand. Aweful aweful company I feel sorry for anyone who works for them.