Virgin MediaReviews 107

Virgin Media is the worst internet provider I've ever seen.
Previously, my internet access was disabled because I was unable to pay (due to some issues with my bank). Access to the internet should be restored automatically once all debts have been paid. The debts were paid a week ago. But the access to the internet was not restored. I called them a week ago and again on Monday and Tuesday of the following week. Yesterday (Wednesday) and Today (Thursday), I called them twice a day. Every time they promise that my access to the internet will be restored in 24 hours. Sometimes they claim that specialists are currently working on my problem, and I will get access to the internet very soon.
And do you know what? After a week of daily calls, I still have no access to the internet.
If you want to become a Virgin Media customer, please do not do it. Do not repeat my mistakes. If you are already their customer, change your internet provider.

Virgin Media has taken us in the trenches the past two weeks.
On Sunday, October 27th around 6 pm our wifi went off. It wasn't back the next day, and the following days either. I called them on Wednesday, explaining the situation and they've tried troubleshooting the modem remotely. That didn't work so they've booked a visit so they could take a look at it, the next friday. On Friday, they came really early which I was really excited for thinking this would be the end of our dread, but to no avail. It took them an hour to check all the cables before letting us know that we had no issues with our modem or cable work, but that THEY had an issue of cabling and that the whole area was without internet. They also couldn't tell me when that issue would be fixed. Our house is registered with a business account but this is the service we get? Their staff was lovely, really apologetic and competent. I think had the issue been on our hand they'd have swiftly been able to remotely fix it, however, they're not that knowlegeable since they should have been able to tell us on Wednesday that there were issues with their cable work. On top of that, they had no fix, left us in the dark without any idea of how long the problem would persist. All we got was "sorry" which is nice but this is a service. Had we not paid our bill a sorry wouldn't have been enough to fix it right? A gesture while they were navigating this issue would have been appreciated. People work from home, people study from home, in total we had no internet for 12 days. Think twice before getting a contract with this provider.

I use a.third part application outlookwhich was working fine until sunday night then when i tried to send an email I was getting an error message Same on monday i could receive messages but not send them i phoned Virgin media twice on monday no one could helpin spite of the fact that it had happened previously and been resolved by a knowledgeable advisor Instead i was put through to a team who were going to charge me to resolve this AS IF I DONT PAYENOUGH TO VIRGIN MEDIA

Don't go for it, unless you want to live a nightmare. They are without any doubt the worst internet provider in all the world

I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is 'for new customers only' with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.

I don't know why they make everything so difficult, every time I need a VAT invoice, I have to jump through hoops and speak to 5+ different people before I get them, it's just not necessary and wastes everyone's time.

Compleat rip off
Took out internet with virgin which was advertised as no installation fee they then tried to charge me £80 for installation, when I contacted them I could only get through to a Indian call center who were extremely unhelpful. Eventually I made a complaint ant they removed the installation fee but thry refused to send me a correct bill and insisted I had to pay the bill that was originallyvsentv (that included the installation fee) then they would remove the amount from a later bill but would not put anything in wrighting. Then they added a late fee charge into the bill because they refused to send the correct bill

Would give zero of I could. Promised us my elderly mother could keep the number she's had for 20 years, that the hospital and all her friends across the country know, but after over 3 hours on the phone in 11 different calls and so many broken promises, they've now said that isn't possible. The whole experience has been incredibly stressful, all the time out of my working day, the utter uselessness of the staff, the fact 2 hospitals have been unable to get through, her boiler broke and she was left in the freezing cold for 48 hours because the company couldn't get through, her emergency call safe didn't work and her friends kept ringing me thinking she'd died. Horrendous customer service, appalling company. Should be shut down

"Terrible customer service. Virgin Media are the worst company I have ever dealt with to leave. At the end of my contract how hard can it be to leave such a big company. Trust me nearly impossible. After 2 attempts on the phone on January 2nd I get the phone put down on me. So then I log on start the chat by text. My message was 'I would like to leave don't offer me a deal' but after 1 hour of getting messed around feeling like it was impossible to leave I agree to stay for £45 a month. Anyway a month later my bill arrives and it's nearly £200 I am fuming at this point. So again I ring the to cancel. The exact same thing happens as the first time. Twice after waiting around 30 minutes the phone gets rudely put down on me. At this point I am logged in again and chatting by text and also called for the 3rd time. The matter eventually got resolved but 2 hours of my time was wasted and I had to pay the nearly £200 bill and according to the cancellation person my final bill is £270 or something. I feel like I have been robbed by a company in the past I have had mortgages with, bank loans and still have a credit card with but trust me not for long. Its a company not to be trusted in.

I have recently moved from Virgin Media because as a loyal customer they always want to charge far more than they would a new customer! I find this offensive and it shows they don`t value my custom. That would have been an end of it but it seems the advisor didn`t put the transfer through correctly so they have wanted to generate a final bill for an extra month at the non discounted rate! Should have been one phone call to sort out. I have wasted over 4 hours on 6 phone calls trying to get it sorted and each time they keep starting by trying to blame me! And to add insult to injury they have wanted to charge me an additional £7.00 for the phone calls to them that went over an hour! I hope I have finally got it sorted out! But good riddance. The broadband was ok but save yourself the pain and go elsewhere because the customer service sucks!

I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect.

The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer.

The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed.

Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract.

I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer.

I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.

Worse Company ever. Switched to virgin bacause my new property had it installed.Worse thing i ever done. Get told my monthly bill would be £68.50 per month and have been charged more. Been on the phone to them for hours to agents who are just lie to you over the phone. Stay away from this GARBAGE.

Utterly useless bunch of cowboys. Refused to address my complaint where I felt I had been ripped off.
CEO refused to respond.
Pathetic.
Avoid!

Still no Netflix after 6 weeks of trying. Virgin now tells me to contact Netflix direct. After talking to Netflix, I'm told Virgin has cancelled my subscription.
What a joke.

I was a new customer. They sent me a second-hand router caked in dust from the previous home it had been in. Took 18 hours to get hold of them and then they cut me off. Trying to cancel my contract and can't get hold of anyone. If this is how they treat new customers just imagine how they treat people who are already locked in

Avoid in ANY case.
Worst experience in my life.
Looks like Customer Service has been hacked by SCAMMERs!
LIES AND LIES AND MORE LIES!
1)I ordered the Broadband 25 days ago - order accepted. After 3 days I received a cancellation by email because the previous account did not give a 30-day notice, which, as it turned out, was not true - they accepted notice was received but they did not register it. I lost the offer and a lot of time and days.
2) On December 1st I ordered:
Broadband only,
26.50 per month.
+115 credit,
+ cashback (from top cashback).
Delivery on December 12th.
Confirmed and NO cancelled in any way. So,after lunch I called and no one could tell me why there would be no delivery.
I spent many hours talking with Customer Service and received the drop call after talking with 3 people over 90 minutes. 2nd call. 3rd call etc.
3)The last one I spoke to Mira. I literally told her 20 times that I absolutely do not want to open a new order under any circumstances, if she cannot give me my order dated December 1st, I will not take any order. She spent 30 minutes convincing me that this was the same order, only she needed to open an account for me. She said I will got the same order 115 credit, etc.
4)FUTHERMORE. 10 minutes later I received an SMS with a new 18 Month order with 75 credit etc.
I'm shocked - why lie so OPENLY?
What I can say more...?
I'm watching Ofcom, Financial Ombudsman... or any advice.

Probably the company offer the fastest broadband but the worst customer service.
If you have any problem the customer service will not help you. They will avoid taking responsibility for their mistakes and poor customer service.
No possibility to track complaints, although such options are offered. No one can tell me why it doesn't work. Cannot wait until the end of the contract.