Virgin Media Reviews 82

When i moved to UK i belived it's developing country. What a suprise in UK you have choice between really bad internet for expensive price (8-80Mb/s) or Virgin which support it's a joke and always have problem with line or Modems Hub 3 and Hub 4... Wothout external router stable internet almost not exist. Where in my country home (really small city) internet comes up to 1600Mb/s, Virgin offers 1000Mb/s but only in big cities for expensive price. 60GBP for 300Mb/s where disconnections are something normal it's a joke. No stable, No fast then what internet i get here xD

This company is absolutely disgusting-disgraceful liars they stress you out they lie they are the worst company I’ve ever had the displeasure to do business with they shouldn’t be allowed to get away with how they treat people it’s criminal

Well where do I begin…like most on here I’ve been with them since Yorkshire tv, telewest then VM. I can say I’ve been reasonably happy with them over the years, but the last two years have been downright awful. We were invited to have the new all singing all dancing 360, what a waste of time, pause live TV and continue watching on another box we were told, no you can’t, too may hiccups and faults, all your recordings in one place, just click and watch on any device, no you can’t just keeps saying oops something went wrong. Internet service going down which is pants when my husband needs for work and video conference calls. We called customer services at least twice a week, we were asked to put on an email because the call centre staff didn’t know how to answer our questions because they hadn’t yet been trained on the product, there wasn’t a help section so every time we had a problem we had to ring up which resulted in being passed around various departments. I asked if a could go back to the V60 but was told I was in contract and would have to pay a cancellation fee??? By this time we we’re stuck with a 18 month contract. Hallelujah we are now out of contract and have been looking which company we’re going with next, but are having the house renovated so we will not be using all of the services for a while, I decided to ask for advice, big mistake, the call centre staff don’t listen, pass you on to a department that can’t help, so today I’ve been on with them for 45 minutes, all I wanted to know is if I cancel, how long will it be before my telephone number disappears as I have had it for over 25 years and I don’t want to lose it, three departments later did I get an answer that made sense…NO all I can advise is DO NOT UNDER ANY CIRCUMSTANCES join VM

Completely useless !!! They take advantage that they are the only one with fibre and they are munching us costumers by providing poor services every time.... Even if you call so called costumer service, or search for an answer on-line, they deliver the same very poor experience !!! I don't recomand, but in my case, it's the only alternative...!!

For almost 9 months I have been GROSSLY overcharged by Virgin Media. After HOURS of trying to contact them by every means possible I was finally promised resolution !!! The Bills got even more complicated so much so the Enigma code would be simpler to understand.
The problem just goes ON and ON and it's difficult to describe how dreadful their customer service is !!!!
As soon as I get my bills resolved I am off !!!!!!!!!!!!

what a load of rubbish this firm is. I telephone this so called media company about its price rises. I got rid of some television programs and the telephone. On my first bill the charges had gone up even though I was promised as reduction. Do NOT believe anything you are told by their people. I suggest that when you speak to them you record them as I did.

Trying to get hold of virgin is an impossibility. You could actually die whilst waiting for someone to answer the phone! Try getting hold of their email address 😃😃, I am sure that they deliberately make it difficult once you have signed up!!! I have lost account of the number of times we have lost the broadband, which in turn knocks out the phone line! Have complained but then receive a message to say that they have closed the complaint!! We were promised compensation but have not received a single penny. Totally rubbish service and my advice is to steer well clear of Virgin Media UK. They have now upped their prices therefore changing the contract, so people should be able to leave anytime, as it is not what you signed for, yet they state you have a limited time to leave for free ... and they wonder why people are leaving in their masses!!

its difficult to exaggerate how bad these guys are:
on hold for 6 hours today ....i kid you not
finally got through to a real person who could not answer my question
so the tried to transfer me, but cut me off instead
don't bother with live chat, they dont answer or its a bot
complain and they close them down without even acknowledging them
you could escalate the complaint but the link to the escalation process is broken

they truly hate their customers

Dreadful customer service. Phoned 18th January to cancel my broadband, phoned back again today to be told that I have to give 30 + 1 days notice which I did on the 18th, to be told that they cannot back date it to that data, that I have to pay an extra 10 days due to the incompetence of the call handler. Aweful

The customer service is appalling, takes about twenty to thirty minutes to get to speak to someone and very often just get cut off, then you have to start the whole process again.

Beware signed a 2 year contract last year, after 12 months Virgin contacted me about a 10% price rise. I wonder what they would say if I wanted to change the price after 12 months AVOID. Contact with the company is a nightmare

I have been a Virgin Media client for 20+ years - but no longer. In The Noughties, choosing Virgin over Sky was a 'no brainer' for me - cable v satellite, better customer service, similar value. Customer service has dipped markedly - seems to be run from overseas call centres: long wait times, difficult to understand operatives, noisy call centres, script-based conversations with automatons and regular price rises; most reduced after a phone call. Final straw was an email received last week raising the price by 40% etc Of course, the price was reduced back to original price after a call but the hike prompted me to check the market. Have now signed up with BT on a 24 month contract which is £20 pcm cheaper than Virgin's best offer to me. BT customer service seems superior too. Time will tell ...

If you want to cancel they charge you a fortune just been charged £240.00 to cancel I have been with virgin when it was called tele west they don't care profit before people

As you should have gathered by now reading these reviews, Virgin Media have no customer relations team or service whatsoever. They never ever respond of course but you can always get through to their sales team at the speed of lightning. This pathetic internet company must be without doubt the worst in this country. To give you the impression they are helping you they use useless computer bots to answer your problem or query and after an age gathering loads of and loads of security information, which they do not really need they build your hopes up that your reason for being there will be sorted so they transfer you through to the non existent customer relations team.

That means you continue like me to waste your valuable time and life checking your phone or tablet every five seconds to see if anyone is alive at the other end of the line, of course there is nobody, maybe just another computer bot playing patience probably. This happened to me three times, wasted hours trying to get non existent help.

The government should investigate this internet provider but it is likely they would not be able to get through to customer relations like the other thousands of frustrated Virgin Media customers..

If in the million to one chance you do get through, they will of course blame everything on Covid.

This is worst internet,wfi,TV going I have had a problem on and off for 3mnths engineers booked for today said not coming cannot do anything.Think it is his right to cancel not proper explanation and what gets me virgin looses customers he may not have a job.spent 2hrs on phone no TV even BBC and pay television licence for BBC channels.All they do is fob you off and disgusting diabolical service I have been with them 30yrs not anymore

Worst company ever. Why isn't there an option of ZERO stars for VM???
I have lost count of the times my internet has dropped out 10 times per day & I've had to keep rebooting the router. Phoned them yet again this evening about it, to find that supercilious, patronising 'customer service' person was more intent on telling me off for being upset than actually trying to remedy the problem. When will companies learn to put the CUSTOMER first instead of just thinking of themselves & taking everything personally. I'm not well enough to even talk on the phone currently, let alone have to keep battling to deal with this rubbish, and need internet access for an urgent deadline.
He then told me my security information supposedly wasn't correct. I've lived here for more than 16 years & been with VM for at least the past 10 of those (haven't changed suppliers until now for a particular reason). But despite giving him my correct address, my correct landline phone number and the approximate amount of monthly direct debit (rip-off amount, double what new customers are paying!).....despite all those pieces of info being correct he told me they weren't, and then put the phone down on me.
Luckily my internet came back up of it's own accord, but - as mentioned - it has been dropping out up to 10 times a day for as long as I can remember. Usually it's an automated system when you ring 151, but if you're unlucky enough to be put through to an actual person, be prepared to be treated like dirt and caused even more distress, rather than helped. From all of the 100's & 100's of appalling reviews on here, VM management don't give a damn how customers are treated either.

I too rarely write reviews.However, I feel I have nowhere to go....and haven't done so for over a month with no e mail.E mail was not working, I left a week thinking there is an obvious fault and would be fixed.Nothing happened.I contacted them and reported the issue, I was told I would be contacted in 5 days.... Never happened....Again, I reported the issue, told again, I would be contacted in 2 hours......Nothing happened....Again I reported the issue, was told I would be contacted in 5 days.....Nothing happened... Again I reported the issue, I was told I could raise a complaint... which I did... then was told I would have to wait 5 days....Nothing happened....Next, I reported the issue again, got through to someone that advised if needed to pursue the issue I needed to remove complaint and they could put me through to technical teal to resolve.....I did this and was contacted by technical person, in the same day.....However, this was not the right technical person.....he was unable to pass me to the correct dept....and so again was told I would be contacted within 5 days....its now 10 days....Over a month, passed from pillar to post,by whomever.This has cost me, financially and still no resolve anywhere in site.Literally at the end of my tether with virgin media,I've been with them for many many years,But this is a shocking, abysmal service.

I rarely write reviews but in this case, I felt compelled to as my experiences with Virgin Broadband have been so poor, I do not wish for another individual to go through the same level of service.

While I understand many companies have been faced with adversity through the covid pandemic, some have adapted, others have ceased to exist but for some, it seems they've taken no action to support their customers or improve their services.

I won't rant for long but our internet has been beyond appalling throughout the entire pandemic. When most of us have been encouraged to wfh, this has been a real challenge to work harmoniously as our network has been crippled. "Why didn't you change providers?" I hear you ask. We've had countless engineers come to residence, some would not turn up, others give out their mobile numbers if the problems would arise again to never answer. The customer service team from around the globe are robotic, cold and unsympathetic. Having made countless calls to their switchboard (which incidentally takes approx 20 mins to get through), I've been hung up on, put on hold for 15mins, told there is a problem and "engineers are working hard to rectify the problem". This has been the case for 2 years. I finally terminated my contract last week as I am moving abroad. I called and again explained that the amount I have paid over the course of 2 years (approx £50 a month) does not reflect the level of quality or service I have been given. Having been put on hold again for considerable time, the gentleman offered me a mere £20 compensation. I politely declined out of principle. It would seem that as a customer, you are irrelevant to them. They trade under the prestige and glamour of the Virgin name yet the level of service is utterly unacceptable and totally overpriced. I cannot help but feel somewhat cheated as if I'd been mugged in broad daylight.

Lastly, I would urge anyone considering Virgin Broadband to ask themselves, would you feel confident in paying for a two legged camel to drag you across the Sahara Desert plaines while being hunted by gunmen? If the answer is "No', then I truly hope this review has made a difference to someones future decisions with their broadband provider.

Best,

Joe

Oh god they are awful!
I ordered an upgrade to the 360 service, the upgrade remote arrived but the box I have is apparently incompatible. They list my box as a V6 but when I read the code out to them it isn’t.
Tried to be put through to second line to resolve it. First operator put me on hold for 23 minutes then cut off, second put me on hold and it cut off third tried to restart the whole conversation without reading the copious notes.
Customer service is a joke!
Second issue,
My package had premier league football via bt sport but this season they no longer do it but no drop in price I complained and five e mails later, each one telling me they don’t understand my error and I ought to ring, as you see above ringing is utterly pointless