Virgin Reviews 

I previously left a review of virgin media regarding a mobile phone bill i was given for £180 call to china, disputed and received same arrogance from management.
About 6 months ago i had a rep asking of i was interested in switching to Virgin and i bored him with my story about my mobile and why i was refusing to deal again with Virgin... He understood and said "what if i told you virgin media and mobile were no longer the same company yet people still having mobile problems... shows what extent they will go to get your trade,,,awful company

I have spent 2 hours trying make a payment via there phone line or there website , it appears to be down. And of course they are using COVID as an excuse for not answering the phone, I still cant pay my bill utterly pathetic

Been a member for over 15 years. All fine.
Know the system & work it.

Truly appalling service and sub standard products! Nothing seems to work and customer services are non existent! Have made several complaints and not once have they had the curtesy to get back to me and resolve. By far the worst broadband company I have ever experienced. Hell will freeze over before I sign for another contract with these cowboys!

Technician installed modem behind the TV, and told us there would be no problems with connection.
Not a single device in the house could connect to the wifi (bar phones which could barely load a picture from WhatsApp)
When contacting customer service they told us it'd be a further £100 to move the box or £250 to cancel the contract for internet I haven't been able to use

Vile company, vile customer service. Ive never ever in my life been conned like these guys. 26th Aug I had an email saying my bill was going up as of 26th September. I contacted that same day and said I can't pay the high bill and another company offered cheaper. They said no problem we will match (nearly just little bit more). I gave 30 days notice and that was that. Next thing I know I get a bill for the amount they said I wouldn't pay. And since then I can't explain how hard its been to knock that bill back down. Reps have been telling me lies, contradicting each other and managers have said they'd call and didn't. Beings disconnected and ignored on chat. I have spoke to around 20 reps!!! All of which have said differing reasons for why I have to pay that high amount just the once but they want that money. I was told to cancel my DD and now have had penalty fees for being late even though I have contacted EVERY DAY trying to get help. I'm currently on chat number god knows what and someone has gone silent on me again for what feels like the millionth time. They are now saying that if I don't pay what I consider an extortionate amount which is that higher amount they are saying is just a one off, my next bill that's not even due until 2 weeks time!! (they said unfortunately thats just how they work! If u miss a bill... even if they tell you to, you then have to pay the next one in advance too??? plus a penalty fee! If I don't cough up I will lose Internet in 2 weeks time. I have made a manual payment for the amount I have agreed for my September bill so consider that paid now but I will not pay my October bill in advance or a penalty fee that's not my fault! Its been since the 26th of August!!! , 2 months!!! back and forth and back and forth and arguing and people saying different things and telling bare faced lies! Going back on what the person said 15 mins ago (ie one said theyd waive the penalty fee the next girl said she wants the lot and the fee stands stands!! Horrible she was and I know she did that out of spite. I said your college said less that 15 mins ago he would waive that and she said well I can't see where he said that so it stands. It's like they are goading you! It's cruel.
This isn't me getting things wrong or muddled up I am on top of my bills and I know that I contacted 30 days in advance and have the texts to prove that..... I have black and white proof that I should not be paying that bill it's infuriating tho cos they deny all my texts have happened. I have screen shots and screen capture videos of the whole thing...... someome raised and 'resolved' a complaint under the agreement that my bill for Sept is what was agreed back in August and then monthly moving forward that same amount ....... I thought finally I have help.... and now they are going back on it Again saying that they can't see that chat history or that part of the conversation even though I have proof of me stating it all back to him via text and getting clarification again from him??? I had it in front of me while I was talking to a rep on the phone reading it out to her verbatim and tellimg her who said it and what time to the exact minute!...... but she conveniently couldn't take my proof off me and she would not budge and acted like I was lying. And just kept up with the same broken record "well I can't see that"!
I can't get help from the ombudsman for 8 weeks since my complaint was raised and as someone ignored all my previous complaint requests since september I have to wait weeks now for help from them! as virgin have only just agreed to raise another one as open not resolved, they are completely resistant to rasing them and sometimes disappear on you if you mention one. So the complaint has only been resolved recently and I have to wait weeks for help so It looks like I have to fork out 2 months worth of bills now today, the one higher than I agreed bill for Sept which is a ridiculous amount and one that's now demanded by them 2 weeks in advance plus this penalty fee. I have to pay it if I want to keep working (i work from home and my son does part of his a level work online, he's been online 2 weeks solid lately due to cold symptoms).
I have no choice in the matter it's that or we simply can't work from home. I'm high and dry and feel bullied and threatened and the way people have spoke to me is sick. What kind of company treats customers this way? I'm going to pay them their money if it comes to the absolute deadlock position on 20th of this month and I will be going to the ombudsman for compensation and a refund of that bill as they have treated me like absolute dirt. Disgusting company, can't say enough how much trouble I've had. Can't find words strong enough for it

TL;DR; Internet stability is good, but customer service is the worst thing ever.

This is my whole story with Virgin:

To set up the contract was very easy. There was a very knowledgable guy at the store who transferred my flatmate's contract to me. The idea was to keep the price and we agreed on that. My surprise was that I got a higher price and I couldn't do a thing because I was bound to a contract.

Next issue was when I moved and I wanted to move the contract to the next flat. I was said that I had to pay some fees because I hadn't notified them with a month in advance (even though I was staying with them), so they suggested me to create a different account and use the referral program to get some money back. The referral program didn't work because the two accounts must be active at the same time for the referral to work. Complaining didn't work either.

After a year in the new flat, the price ramped up about £18 (over £30), so called them to negociate a better price. They told me that I could sign up for a new contract to cut down the raise to £10. Long story short, After a couple of days, I was ready to leave Virgin to start with a different company with a better deal. It was impossible to do so, and they wouldn't stop making me offers and challenging my ideas until I gave in, with one offer that was very similar to the price I originally got. The conversation was more than an hour long. That difficult is to leave Virgin.

The last issue was when I was forced to leave the flat 3 months later. I wanted to move my account to my new flat but Virgin didn't reach there, so I was charged a break of contract fee that was above £100.

To be completely honest I didn't have much trouble with the connection or the speed, even the Wi-Fi was fairly good but the customer service makes me cry. Literarely.

Still on phone 3 days with no answer no watchable tv what a total waste of time and money go with anyone but this joke of a firm

Good service. Never had a real bother and always been fast to resolve internet down time.

Very poor customer service dont even deserve a one star
Cant wait till my my media contract is up will never use them again

What a poor company I deal with my autistic relatives account, I have Power of Attorney, been trying to make contact with Virgin what a nightmare the online contact is useless they just keep asking details then ask if you still want to speak with someone you have to state Yes or No and it goes no further, I have tried several times to do this and wrote to them, the online contact does not address what you are inquiring about so I have concluded the persons dealing with this have a poor understanding of English, this was confirmed yesterday when I had a call from them I could not understand the person on the phone their English was extremely poor they would not even spell their name out I have it has Rantapar though it is probably nothing like that, the woman kept saying that the password has been altered and it hasn`t, she said she would ring back today at 1pm giving me chance to check the password but the password is correct so I did not know how we could progress any further with this, I had no need to worry the woman never rang today!!! my relative has been with Virgin a year they just have broadband at £25 but Virgin state they are increasing this to £44 in October I find this expensive just for broadband and have asked if this can be reduced, relative has no house phone but has to pay for the line, also on a tv advert Virgin stated for customers on Universal Credit they would get a reduction and this was my other query but no one will answer me what a company neither use or ornament

Called to have my broadband disconnected when moving out. Instead of closing my account the agent from India with poor English language ability froze it and kept charging money - only when new tenants went to move into my house did anyone realise. Spent 3 days chasing the outstanding balance and had to freeze my cards so they wouldn’t take it. Also left the new tenants without broadband for 21 days whilst the line was disconnected and re connected after they moved in.

I lost my job in March due to Covid, so I contacted Virgin in attempt to reduce my package. I tried to cancel my land line which resulted in a difference of £8.00 a month as I thought. I must say that the female I spoke to was quite difficult to understand. However I was shocked to find my next bill was twice the normal one. I 'phoned Virgin to ask what had happened. I was told that they had no record of my previous contact with them and I got the impression that they did not believe me and there was nothing I could do to recoup the money. Why would I have a package that was twice the cost of an existing package !!!!

They are total and utter crooks .DO NOT GET INVOLVED.This Company just make it up as they go along and have zero customer consideration. Seriously I would have rather sold my soul to the devil.

Would not leave one star only the option isn’t there horrible people don’t book with them nor trust them my family is in financial trouble and they refuse to give us our money they owe us never again 😡

Tried to set up a broadband connection but since the previous tenants of my flat hadn't cancelled their account with Virgin, they informed me nearly two weeks after completing my order - about a day before it was supposed to arrive - that they would require proof of address and identification. They ask this to be sent via email or post, which isn't secure.

I decided to go with another provider who could do it faster, so wanted to cancel my order. After 4 hours of getting lost in their awful help section then trying to live chat and call them I eventually reached them via phone. On one of the aforementioned live chats I got through to someone who said they would redirect me to the right department then just disconnected me. Once on the phone, I explained the situation and was told that I don't have an order so there is nothing to cancel. This seems impossible as I've been given an order number. What is going on?

My advice would be to avoid them. They are using coronavirus as an excuse to remove all contact points, when many other large companies, e.g. most energy companies, are operating fine and providing great customer service.

Pro's they have a very functional broadband Cons They con you. If you can wade through the sickly cheesy customer care which has been their hallmark since inception you find they lie. They treat their existing customers with contempt constantly increasing the cost . I cancelled this due to paying over £100 a month (raised from £75 for reasons unknown). They make it difficult to complain then hold onto your money for 45 days!What with the C19 situation you are connected to a crackily line 3/4 around the world.
They say they go into space (they don't they only go 3/4 of the way if that ).
Then the arrogance turning down the broadband because they feel like it .

Wow. I have just finished talking to Virgin Media customer services team about their atrocious customer service. I have been using their broadband/tv and phone services for over 18 years. I will be leaving once my contract ends next month. Absolutely appaling and how they treat people.

All I wanted was a SIM card to be delivered to an alternative address. After reassurances that this will be done- it was delivered to the wrong address despite me calling and double checking that they knew where to send the SIM card. After raising a complaint (there's no direct way to speak to the Resolutions Team), so I had to waste time going through the whole issue right from the beginning. Only to be told you can only get an apology and no financial compensation. Despite mentioning the complaint when I called up previously to gain access to my mobile online account and that person offering me £5 off my next bill.

Either these people truly don't know what they are doing or its acceptable to make up processes and procedures as and when it suits them. Probably the former point but at this stage I couldn't care less.

I think the customer service was much better when the contact centre was based overseas. I have been messed about and very stressed by the whole experience- they don't care either!!. I really regret entering into another 18 month contract, so please learn from my mistake and avoid this company at all costs!!

Postponed install by almost three weeks without telling me or explaining why. I waited in and nobody came, and this after receiving a confirmation text a couple of days earlier! Customer services next to impossible to contact or get sense out of. Finally got on webchat - they just apologise and disappear! I cannot work from home (which I have to due to covid-19) without the internet on my PC and therefore am losing money. Disgusted! If you are thinking of getting Virgin I would strongly advise against it, they treat their customers like dirt.