Virgin Reviews 

I have been with Virgin for a few years and their customer service is the worst I have ever experiences (and that includes Ryanair!!). Several times I have been put on hold for 100 min only to be cut off when their system decides that that is the maximum wait time. I then tried to use their webchat. No one got back to be for 18 hours and because I did not answer within a few minutes they cut off the chat. I tried it several more times and on one occasion I got through to a person. I had picked that I needed to speak to someone regarding broadband, but the person I got through to could only deal with broadband AND another service request, not broadband only, so they put me in a chat queue to another department.... that answered when I was away from the computer and thus cut me off EVEN THOUGH I had put in the comment all my details and what I needed help with. Every 18 months when my contract ends and I have to contact them I get angrier than I have been since I last contacted them. I really should leave BUT THEY MAKE IT SO BLOODY HARD TO GET HOLD OF THEM! Never sign up. Ever. Sometimes when I deal with them I wonder if I died without noticing and went to hell.

So many days in last 10 months where there is no internet for few hours but we at Northolt and Greenford neighbourhood have no internet since 10 am 20 Jan 2021 and service status says it will be fixed tomorrow and they saying this since 20 Jan 21 that it will be fixed same day but keep changing the time almost 3 times a day. Not sure it will be fixed after 3 days without internet where I have to work, my wife is school teacher and she has to take online classes and my 3 kids has to attend online classes too. Tried to contact customer services so many times but no luck, such a pathetic service, unfortunately cant leave in the middle of contract but can't wait to change once my contract finished (Customer No 645133703). #bbc #londonstandard #lbc #mirror #sun #guardian #telegraph

One star is too generous. I want to cancel Virgin due to their LACK of customer service and price hiking in emergency times ie. automated service (when working) exorbitant prices, customer service (non-existent) NOT senior citizen friendly.
I AM TRYING TO CANCEL BUT UNABLE TO CONTACT VIRGIN MEDIA YET AGAIN!!
I WILL STOP MY DIRECT DEBIT IF THEY DON'T CONTACT ME.
UPDATE..23/01/2021...VIRGIN MEDIA ADVISED ME ON TWITTER TO CONTACT THEIR "TEXT TEAM" GUESS WHAT..IT'S AUTOMATED AND A MESSAGE GAVE ME ANOTHER NUMBER TO CONTACT...GUESS WHAT..THE LINES DEAD.
THEY HAVE BROKEN THEIR CONTRACT WITH ALL THEIR CUSTOMERS WHEN THEY SWITCHED OFF ALL PHONE LINES TO CUSTOMER SERVICE AND FAULTS.
SO WE HAVE ALL BEEN PAYING FOR A SERVICE WE ARE NOT GETTING. THAT'S DECEPTION.

Worst company ever . My WiFi went down at the end of September& was still not back by November I phoned every day sometimes 3 times but never got further than the automated service
On 13 Nov I phoned & cancelled my contract of 29years women very rude and since then I have had letters emails calls and they say I owe them £310 till end feb even though I was up to date when I cancelled as I paid tried numerous times to call since but they are not taking calls now as they are busy - busy trying to con people out of money. If you cancel do it in writing send it Signed for & keep a copy This has been going in since November & written complaints & emails get me no further AVOID

Shambles - the app states delivery of sim to you but AFTER you’ve paid it then states only for UAE residents so you have to go to store. It states bring ID. Nowhere does it state original passport required. I took my driving license and copy of passport on the phone but the rude assistant stated you must have the original passport. Now spent more on Ubers to and from the store than the price of the one month SIM package.
We chat is a complete joke - generic copy and pasted answers such as your complaint may take a number of days to deal with.

Terrible Customer Service. I was a customer with them for over 6 years (on 2 separate occasions). Finished my last contract with them at beginning of Oct 2020 and after them closing my account and promising me a refund of monies I have overpaid, I am still awaiting this despite me contacting them on 4 occasions and the last time being on line with them for 3.5 hours as I no longer have an account and them not having the authorisation to talk to me (because they had closed my account! - double Dutch I know). Apparently since the beginning of December my cheque is in the middle of being processed! How long does a cheque take to process? I certainly will not be returning to Virgin or recommending them to anyone.

DO NOT JOIN VIRGIN

Virgin are still not doing the right thing and paying my considerable expenses, incurred as a direct result of their appalling customer service. They failed to answer a single point in any of my letters. Trust pilot only allow me to give one star when I do not want to give any stars to Virgin.
Still no reply or acknowledgment from them. Am I surprised? No, not at all.
I urge you not to use them.

Been with virgin myself for around 15years and never had any problems. Got a contract for my wife, parents and family. My father recently had problems and I couldn't get to him as he was locked down in a care home due to covid. I had no success sorting it out for him so moved to another network. My wife has recently been charged on numerous occasions for texts to Russia and Kazakhstan which she didn't do. I had no success dealing with the problem or get the false charges reemberesed. There was no recognised number just 000789. I asked them to contact the number and tell me who the dickens they were. No joy. Now I don't trust them anymore. Avoid. Try another mobile network as sadly they have gone down hill recently.

I was with them for roughly 3weeks and had no issues with them.

Only reason i did not stay with them was because i moved house and the new address could not get virgin broadband. They did not charge me to cancel contract (maybe because i was within the 14day cancellation thingy maybe) altho ive read online that some people were charged £125 to cancel early. I was also given a cheque for £60 dont know what this was for but i was grateful. During sign up i was given an Amazon prime membership that still worked even after i left virgin. Honestly have nothing bad to say.

The two gentlemen that installed my broadband were polite altho they left the wires all messy around the walls but all in all good experience with them.

Virgin don’t understand customer service
I used to run the business from home and had virgin business. This was flawed but gave a backup service the compensated. I stopped running a business from home and move to another tariff which is supposed to give me 350 MB. It is rubbish

I’ve tried to contact and get some backup service through telephone numbers, each time got people who couldn’t speak English properly, and certainly didn’t understand consumer law. The waiting times for the first call was about 15 minutes and for the second call was about 30 minutes.

But of course , having started a contract unless I take them to court and the consumer law “not suitable for the purpose“ then I’m stuck with them.

They use the excuse of Covid and difficulty with staff, but I feel this is just palming us off.

So frustrating. Look for other alternatives before going with virgin

Don’t deserve a single star. I am absolutely shocked with ridiculous customer service. Hold, you have to speak to the customer service to experience but in my case I have been trying get in touch with this clown 🤡 for over 5 days. Spent 11 hours over five days on phone just to speak to someone but after every 1hr 4min their dumb a*** system disconnect the phone. Tried their live chat and text message service but they will reply you when ever they feel like it so you will be waiting for hours and hours or may be days to hear from them only if you are lucky. I would not recommend this jokers to my worst enemy. Without fail they take money every month but in return we get crap 💩 service.
Their training licence should be revoke. Jokers.

Explain This virgin! So here on the left you have my elderly mother’s bill for her broadband at £34 a month and also mine on the right for £25 a month. Its exactly the same service and we live in the same service area. Absolutely disgusting sales tactics used by your saleswomen especially on the venerable!!!. I say women folk, as your women might look in pretty and cute in red on adverts but they are the most vile & rude on the phone. I rather speak to a bloke. Give them some proper training please instead of the catwalk!!!. Anyway that’s a different topic we can discuss another time. I personally called less than a month ago to renew my mum’s contract and the woman operator said she cannot give me any discount for her and basically told us to do one... if we didn’t like it. I mean really is that how you treat loyal customers? So while i was on the phone i asked about my contract which was coming to end in early December. I was told the same thing, ‘i cannot give any discount as you are on the ‘maximum discount’ already and the best i could do is secure you the same price, as the prices should be more now anyway’. So I was basically having none of it and said i will shop around for mine nearer the time. Anyhow for my mum we couldn’t afford to shop around and for her to have no phone/internet/downtime and a possibility of no way for her to keep in contact with us during this pandemic!! So we were forced to accept. Today i called to see what to do with my contract and spoke to the first operator a well spoken Bloke and he offered me the package for £25 without saying a single extra word. Excellent!. I was going to speak to him about my mum’s situation but the call was terminated abruptly as i was using my IP phone and he must have reset my internet for the new service. Any way called straight back to discuss it and was told by the next operator a women, i must have been lucky and caught a promotion time and there was nothing that could be done for my mum as she was on the ‘maximum discount’ already. I mean seriously is this a lottery system you have in place? or is there a best season to call ? Please tell me when is the best season to call so we all can be lucky !!!

Don't deal with this company. There customer service is terrible. They keep trying to put up prices every time your contract is due for renewal & the only way you can get any help is when you threaten to leave.
The internet service is mediocre. Sometimes you have to speak to someone in India who sound as they are on the moon & cannot speak decent English. Just about sums this company up.

Took out internet with a guarantee of 54mbps, my PlayStation running through LAN is running at 3.4!!!! Raised this as an issue on the 1st of November and was told someone from 2nd like support would contact me... I’m not sure if the bloke has gone missing because I’m still waiting for my call! Quick enough to take money but can’t provide a service

\Days Have tried to ring them to state services not working.
Another evening 45 min on hold to get no where.
A joke of service

My Virgin bill went from £60 to £130 in 2 years! Trying to leave is a nightmare. You can't do it online 9when every other services are strongly encouraged online). On the phone for ages, with dubious music, hoping you would be discouraged and hang up. So far, I have been waiting 50 minutes, but still listening to their horrible music! UPDATE: I am now on 1hr and 01 minute and someone has answered!!!! But soon after got disconnected (oh, of course, by then, my phone had ran out of battery!). Called back, but by then, it was 3 minutes to 21h00, so they did not want to connect me! Will be dealing it with it with my bank and cancel my DD with them directly and go to their competitor. Who wants to pay so much for TV anyway when it is all rubbish on offer!

Worst customer service. Due to corona I have just paid my bill which has gone from £60 to £90 with no warning. I have been a customer for 2 years. I’m trying to reduce my service or cancel it so 4 days ago I asked when my contract was up as i was supposed to get my renewal contract sent to me like last year. Except this year they didn’t. It appears they have chosen to just roll me on with increased monthly payment. Can I just say I pay for there supposed vip 350mps fibre optic WiFi. It is the worst internet out there. It’s slower that by sky and planets basic WiFi so don’t get hooked in to the marketing BS!!!

So go 4 days now I have been in contact with there customer services and just get the same reply everyday

“Good morning, just to let you know were about to open for the day and we just wanted to check if you still need some help with your query?
1. Yes - I still need help
2. No - I no longer need any help“

4 days and counting. Now I don’t want to just reduce my package I want out and suggest you do the same!!!