Virgin Media Reviews 82

My mum is 89 - we cancelled all her accounts with Virgin Media back in February - we have made numerous calls to Customer Services regarding our cancellation, we have now been waiting over a month for a cheque to be sent crediting my mums overpayment and now my 89 year old mum has received a letter from Karen Walker advising she is passing my mum's details to a debt collector to collect an outstanding amount! Absolutely disgusting - it is my mum who is owed the money! We have called Customer Services who advised no we haven't sent the letter - really? Thank god my mum is no longer with Virgin Media who care nothing for people.

AWFUL EXPERIENCE ... bunch of crooks. You've been warned. Never had any service with them. They gave been harassing me since January 2020 despite being repeatedly advised that I don't have any service from them, they aren't my service provider and never have been. They refuse to respond to correspondences and simply continue to send invoices for a service I have and have never had. I have literally contacted them on over 60 occasions in the last 7 month's they simply don't respond or get back to. Today I've received a letter advising me that they have now passed my details on to a collections company and of course this will now effect my credit score. Absolutely appalling organisation - unbelievable. Karen Walker so called Customer Services Director fails provide any contact details, not even a postal address and yet she's quite happy to send you threatening letter's regardless if they are your provider of not. Bunch of useless, incompetent CLOWNS.

Hardly any browband supplied for 2 weeks in April frustrated I have applied for BT via USwitch on the 11April.
12th May I received a phone call from Vmedia confirming the transfer and offering another deal to stay with them. I said i'd rather not.
22nd May disconnected from Vmedia. Tried to get the return bag on various occasions but it's like fighting a war. Eventually I paid out of my pocket and send the HUB to the complaints dept.
I am still receiving bills of £137...up to July
I received letters (bills) from Karen Walker, Virgin media CEO no email address, no telephone number then you contact their customer service number and wait and wait...and when you do talk they refuse to pass to a Manager.

As a customer who had constant disconnection issues with BT, (20x per day at least) I was forced to choose an alternative network. BT kindly let me leave the contract early and were fantastic on customer service. Virgin media has their own fibre optic network. And it's faster, the same price, and ive never had a disconnection as of yet, so for me, and the area I'm in, it's ideal. A really big shout out to the local engineers in Plymouth who go above and beyond, and are always on the ball

I do regularly see the odd local news story saying there is a virgin media outage though, but it never reached/affected me, and is usually solved within 20 minutes or less.

And my father, at his house, has had problems with billing, and had to phone them a few times to get that 1 problem resolved.

YOU HAVE BEEN WARNED-
It has taken us over 6 months to get our virgin account closed. We informed them in January of our intention to stop our services and our line and number had been ported over to our new phone provider in February. I'm not even lying I made over 50 calls to get them to stop our account ,starting in January, hours spend reiterating to there super useless customer service to stop our service . Our credit history has been affected by them as they kept on charging us for a service we didn't even have ( i think a small claims court will rectify this) . Just today we are in july they have now ( fingers crossed ) closed our account. They are the most useless telephone company in Britain.

Virgin.media harassing me pestering me been very stressed out over threats i got off this company i finishednmy contract last year still getting harassed by these they are totally nightmare

I can't believe how bad the company can be when They came to install it I wasn't at home but there was a connection line there so they just put it where it was be before in a room that I do not have a television so we have to watch online and now I can't get a signal virgin media have been working on this since Friday they told me it would be finished on Saturday at 4 pm but my signal only got worse I phoned today and asked them what could be done and after transferring me a few times I ended up with someone who told me the problem could be fixed but I had to pay £20 now and £5 a month for the next six months for support as I already paid virgin media for the services I don't see why I should have to pay anyone else for support absolutely disgusting I can't wait for my contract to end they are not fit for purpose Monday I received a text message this morning from virgin media stating that they had now fixed the problem that I didn't have until they started working in this area on Friday The problem hasn't been fixed it's still exactly the same and I am really sick of virgin media. I have just spoken to someone at virgin media that I could actually understand properly they informed me that the problem will not be fixed until the 18th of March and I can expect to lose Service until that date I just can't get my head round this. They have been messing me around since Friday transferring me from one department to another trying to get more money out of me I just can't believe it. It is now 13th of May and nothing has changed I still can't get a signal but I've given up phoning virgin because they just tell lies and don't do anything about it I can't wait till I come to the end of my contract I think you have to be an accomplished liar to work for virgin media it's probably in the job description

They are hopeless. I closed my account and,as per their instructions, I kept my direct debit active. They cancelled the direct debit and then I receive an email saying payment overdue and to pay an amount to avoid action. All for such a small amount. I then have to waste time calling them to make the payment. They don't answer the telephone so I have to try several times. In the end the payment was made but it wasted so much time . Virgin, BT ...they are all the same but Virgin is probably the worse. Six years a customer who always paid on time and they mess up and then they threaten me with action over 16.77. Thanks so much! It's so appreciated.

When Virgin Media cocks up they try to blame the customer.
Virgin Media tried to steal an incorrect amount of money from my account. I used the direct debit guarantee to recover the funds. Of course due to their incompetence they then tried to 'fine' me a late payment penalty. After no response from two messages sent to their web portal, the Facebook group suggested calling their Hook complaints (phone number has now been changed, I wonder why!)
After over half an hour spent wasting my time, I thought the matter resolved. Of course the incompetence continued. They failed to take any payment when due, again blaming me for the problem. Bank has confirmed that everything is fine.
The situation has now been refereed to CISAS after two complaint letters directly to Virgin Media failed to resolve the matter.
I have tow accounts with Virgin Media, both of which will be cancelled as soon as possible.

Was told that moving my service wouldn't be a problem when signing up but as soon as I move my new house in non serviceable but yet bt can and have serviced me not only that bt have just credited me for being a day late on the installation but yet virgin trying to charge me because my new property is non serviceable

That rating is far too many...

VIRGIN YOU OWE ME MONEY!!!! FROM HORRIBLY OVERCHARGING ME!!

AND NOW YOU ARE HARRASSING ME DEMANDING I PAY THEM EVEN MORE MONEY!! YUP!, THEY ARE PROFESSIONALS!!

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

My Broadband service... A/c 222325902...
12/12/2018... A 12.5% increase... WITHOUT ASKING MY PERMISSION!!
12/4/2019... Another 4.07% increase... WITHOUT ASKING MY PERMISSION!!
13/5/2019... Another 35% increase... WITHOUT ASKING MY PERMISSION!!
14/10/2019...Another 12.71% increase... WITHOUT ASKING MY PERMISSION!!
12/11/2019... Another prospective 20.24% increase... WITHOUT ASKING MY PERMISSION!!
I.E. an increase of 114% without EVER cosulting me!!...

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

Wikipaedia has a definition for "the wrongful or wilful taking of money or property belonging to someone else with intent to deprive the owner of its use or benefit either temporarily or permanently".

AND THE GOVERNMENT ALLOWS THIS!!?

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE...

I AM STOPPING THE DEBIT ORDER RIGHT NOW...

After Sales Service is totally pathetic...

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

I DEMAND YOU SEND ME A CHEQUE FOR ALL YOUR
UNAUTHORISED DEDUCTIONS TOTALLING £132.43

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

Virgin Media... It is my opinion, that you have craftily put electronic screens in place so that when your customers send you emails, you conveniently do not get them or you just deliberately refuse to answer emails.
Mrs Karen Walker(No Reply email specialist alias customer services director) that refers to you as well!

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

The same goes for telephone calls!

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

Advice to myself...
NEVER SIGN ANY DEBIT ORDER TO VIRGIN MEDIA EVER AGAIN.
IF THEY WILL NOT TAKE PAYMENT BY STANDING ORDER... MOVE TO THE NEXT SUPPLIER.

I really hope this review helps somebody prevent the losing of their hard earned money

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

THE FOLLOWING ARE ALL MAIL ADDRESSES I SENT IT TO, SO THEY DO NOT HAVE ANY EXCUSES...

SENT ON11/11/2019 at 00.01
equipmentreturns at virginmedia.co.uk,
thanks at virginmobile.com
Virgin Media webteam at virginmedia.com,
Virgin Media email at vmemail.virginmedia.com,
email at em.virginmedia.com,
info at virginmedia.com,
odr at virginmedia.co.uk,
contact at virginmedia.co.uk ...ADDRESS NOT FOUND???
Tom.Mockridge at virginmedia.co.uk a director

VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

INFORMING THE OMBUDSMAN, AND OFCOM AS WELL...
THIS BUSINESS OF ILLEGALLY TAKING OUR HARD EARNED MONEY UNDER A "LEGAL" BANNER HAS GOT TO STOP!!

Oh!... did I tell you?...
VIRGIN MEDIA I DO NOT NEED YOU ANYMORE!!...

ALSO VIRGIN,... If you feel like cancelling my mobile phone accounts contracts... PLEASE DO SO... the service I get is sooo terrible...
I tell my patients and anyone else that I have to speak to urgently, to please forgive me for the terribly USELESS mobile service but that is what VIRGIN MOBILE gives me.

Rant over!..

I pay the same for mine as my son but he get TV box I don't.

Bandits - extortionists.
I moved home from Warmley, Bristol to Bathhampton, Bath.
Was happy with the whole experience & wanted to remain a customer. (Was a TeleWest customer previously, and got taken over).

The area I was moving to was not yet cabled - so they just kept my money 'as I had broken my contract'.

Wrong - I wanted to keep the contract, but they had no infrastructure in place to enable this.

Who is the guilty one here?

I argued the case and lost - they kept my money.
This was back in 2015 and it still rankles!

Changed my address and was told by virgin media several times throughout, that my contract or bills would not change. My billing amount would be the same, as would my package. My next bill was for over double the usual amount. When I rang to find out why, I was told that it was a change of address and that it was a new contract. The overpriced bill was due to being charged for two months. Even though I was explicitly told on the previous call that this was not the case. Lies and deceit from Virgin media. Would definitely not recommend. Stick with sky!!!!

More price increases!!! I’ve had two this year. Also reliability has been awful. Virgin are milking their customers for every penny.

Still Virgin finds it acceptable to charge existing customers more than new customers.
Also Virgin finds it acceptable to automatically increase the monthly bill at the end of the term by more than 30% relying on customers to not immediately take action.
All this whilst not supplying a constant broadband speed which every time we measured it was far below what we were sold.
Lastly Still Virgin finds it acceptable to make the service to report said issues very difficult and thus resulting in most customers not bothering to waste several hours of their valuable time.

Disgraceful, arrogant, anti-English, foreign-based, couldn't care-less THIEVES!!
All they want is your money. If the system has problems, they read from a script (deliberately rude) and ONLY try and make you get more channels. FINALLY THE UK GOVERNMENT ARE EXAMINING THEM!! They NEVER pay income tax at the Legal rate.
I hope their management get arrested and the service is suspended until they REALLY DO WHAT THEY SAY IN THEIR ADVERTS AND SALES AGGREEMENTS.

Ive been a customer since 1984 - well not strictly Virgin Media all that time, but I've been with Cable & Wireless, then NTL then Virgin Media

I've just got off the phone (52 minutes from start to finish including a lot of waiting to be transferred to Customer Relations I spoke to Ashley a lady and explained that you have now upped my prices with your latest hike to a point where I no long feel my package offers me value for money (£68 per month or £816 per year).

As a loyal customer of some 35 years I requested a fair quote for continuing my Broadband only with Virgin (Vodafone have offered me £19.75 pm) I pointed out that new customers to Virgin Media are currently able to get the 108 mb package for £18.75 per month for a 12 month contract.

Ashley checked and told me I could have the same service as a new customer for £37.50 monthly. Over double that of a new customer.

Update Oct 2019: Virgin complaints have gone some way to a resolution so in fairness I've revised. Unfortuantly if you want a result you need to be persistant - Dont give up.

Like many reviews here ( negative and shocking ) Virgin Media has become arrogant and does not value its long standing loyalty. They are quick to increase fees but service has detriorated to a point where I am now cancelling. I am now using another provider and upgraded to a faster speed and paying the extra price . I don't have a contract was happy to pay Virgin Media the £30 pounds exit fees just to get rid of this badly managed company. Good job I am not a shareholder. Virgin Media is no longer owned by Virgin but a US group ( Liberty Global plc) . Management of UK subsidiray should be fired or the company sold off to an assett stripper. No underlying value in the company. Ownership of the fibre network does not justify the indifference customers receive from customer servcie and incompetent Virgin Media mangement. Their techincal abilities are nothing to boast about either. Media hub is sub standard.

If your are thinking of changing provider , migrate your emails to another email client asap.
A copy of this post has been sent to the regulator with supporting information.

Virgin Media has to be one of the worst Internet Service Providers around with constant outages causing disruption to "service". Would suggest shopping around for a more reliable provider.