4,684 Customer Reviews over 469 pages
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2023-06-21
- Comments
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Let's just say I cannot wait for my contract to end in April 2024.
The system in this company is completely messed up. When you try to call them up, there isn't an option for you to choose to directly talk to someone. They either send you a SMS then hang up on you or it will just get disconnected and you just need to call them up again and again hoping you could get the correct combination so that you would be directed to talk to a real person.
Recently they increased my fixed contract price without notifying me in advance. I had to call them up, talking to many many staff and eventually they agreed to change it back to original amount. But then I lost my other promo offer.
What really annoyed me was that it seems none of the customer service staff knows how to deal with your issues. They like to say "I'm sorry but we're unable to do this, or do that blah blah blah".
To make matters worse, they constantly call you up trying to sell you their service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-16
- Comments
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Very bed services,
Initially even they didn’t provide broadband kit on time, have called to customer care for delivery of kit and they tells that we don’t have any updates event they don’t have any update from Yodel who are their delivery partners and When I asked to them for Yodels number they gave me common number and application shows that parcel will be deliver in between 2 to 4 but there were not any single person came for courier, Initially they will not provide good services then how we can trust on them for after customer care services, very worst and blunder services of virgin media as well as their Delivery partner Yodel. Very bed.minus star….for me not even 1 star.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-06-15
- Comments
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Rated 1 out of 5 stars
Awful, repeatedly awful. Steal money from direct debit, awful customer service, terrible technical service
Unfortunately I cannot give zero. DO NOT GET YOUR INTERNET FROM VIRGIN MEDIA, run away while you can. This is the umpteenth issue I have had with Virgin Media while being a customer for 5 years.
They messed up my billing serveral times, stealing money from my bank account that was above what I had agreed to pay them, which was the basis of me entering into contracts with them (as per UK contract law, which dates in customary form to the middle ages, was crystallised into formal law following this). They have done this on at least three ocasions and they have only paid me back in full once.
They messed up my moving house twice - once when I tried to delay the move date and they cut off my account, and then when I actually moved. I had confirmation in writing that they had changed the moving date, having had to contact their awful whatsapp customer service from abroad when my move was delayed. Then, once again, when they reinstated it - and in doing so , had to set up a new account - they 'accidentally' overcharged me. I filled a complaint and - for the only time - CS actually dealt with it properly. They credited me with recompense and my account was in credit when I moved. Then they failed to do my installation on the agreed date (later claimed that there were building works that made it impossible for the engineer to access the house, which is a lie). After hours on the phone and a threat to not install it for 3 months unless I paid a premium charge to have it in a month (I work from home) and promsing to refund this, they finally installed it. They never did repay that fee. Then started a new account, meaning I lost the credit that they repaid after they helped themselves to money from my account previously. They agreed to having the same contracted amount (£24 per month) as previously for 12 months from August 2022. Then, the service was like being in the 90s. I live in central-ish London, in an area with superfast broadband and fibreoptic cables, but you could only use the wifi withing 3metres of the router. After many calls, with people speaking to me like I was an idiot and just following a script telling me to restart their modem etc and then telling me that I could pay to rent pods to boost the service. My flat is 60m2, so this is ridiculous. How weak was it? the extender kit that I have so I could previously use wifi in my long garden from my old 100m2 house would not even pick up the signal to boost. Eventually, they agreed to send an engineer, who just said 'you have a weak signal' (well done, einstein) and left without resolving it. After many more calls, they finally sent another engineer who ordered new cables from the street. But then they left a huge roll of cable in the (shared) front garden and didn't actually connect it to my flat. eventually, two engineers later, it was connected and the router relocated. Fine service in half the flat, nothing to get excited about, especially if you wanted to lie in my bedroom watching a film as service there non-existent still. Ah, I will change when the contract is up in Aug, I think. Then, they lose my credit from their previous mess-up, refuse to pay back the connection fee (I moved house, which is meant to be free), failed to apply the discount to the bill that would keep my £24 contractually agreed amount. Eventually after many phone calls, They replied to my written complaint with lies and weird accusations - like it was my choice to open a new account and then chose an express connection service! And they did apply the 'discount' and charge me the correct, agreed amount (I will note here that they do this £51 contract less £27 discount so that they can accidentally not apply the discount and help themselves to money from your account and so that you cannot leave until the contract ends - a vile business practice that says everything about this company). Someone then called and offered a month free as compensence. Fine, that was applied in an and Feb and I just wanted to never contact CS again. THEN NO NO NO. Normally, I do not bother opening mails if I know the bill will just say £24. Until last month, when I opened one and it said £58. And the two before are £51. And tomorrow is £58 again. They just take this from my bank account. Which is theft as it is not the amount that I agreed to pay when I entered into a contract with them. Another 2 hours on the phone and nothing resolved. Spoken down to by three men (another was pleasant, but unable to assist so put me through to someone else, but I just was on hold for an hour), being passed from department to department, being called the pejorative 'miss' despite explaining my gender-neutral title eight times, being told that the contract was 7 months (a lie) and that I wouldn't get the money back (well, I can through court and a complaint to OFTEL) and maybe he could give me a new contract with a great deal.UR
- Location
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- Location
- York
- Reviewing
- Virgin Media
- Date
- 2023-06-13
- Comments
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The worst customer experience I've had in my life - and that's saying something.
I wish I could tell you the whole saga but I'd end up writing a 3 page essay. Absolutely offensive level of service. To say Virgin's customer service 'doesn't even exist' would be a compliment.
Constant repeating myself. Getting nowhere. Bots. Agents who are somehow more bot-like than the bots. Being ignored. Patronised. The most farcically frustrating responses, like I was being tested in a new circle of Hell. Going in circles over and over. Waiting hours for a reply. Agents who smugly pat themselves on the back when they've achieved sweet F.A. and haven't even read your replies. Agents who clearly don't have the authority to help me yet pretend they do. Agents who argue with me even though my evidence was staring them in the face. Arguing with their own stated company policy. Being fobbed off. Attempts at bribery with a stream of new offers to get me back in line. Having complaints procedures auto-resolved without even contacting me let alone doing anything. Having to restart the whole process EVERY SINGLE DAY with someone new and astonishingly incompetent. Patiently explaining to no avail. Writing big, clear messages with attached evidence (and, later on, polite fury) that I may as well not have bothered with for all anyone looked at them. Nothing I did to get their attention seemed to matter. None of my communication given any attention or respect - like it was destined for the trash pile. Like my frustration was being laughed at. Agents who seemed to deliberately misunderstand and screw up and then not care a damn.
And all this from the most BASIC single request. But no, Virgin were pathetically greedy and wanted to drag this out just so they could extract a bit more money from me, even though they weren't owed it - the terms detailing this written clear as day in their own emails, that they desperately tried to contradict! It was there, simply stated, in black and white, screenshotted, and they STILL tried to debate it or ignore it! They outright said I could leave without incurring early cancellation charges if in response to a (obscene) price rise, as long as it was before X date. I did leave before this date. And they tried to charge me anyway! The sheer grotesque cheek of a company attempting to contradict its own stated policy that it wrote in customer emails, just to exploit its customers further, wring out some more pounds, hoping the complainant (me) would give up in frustration before they did. But no, I can be very stubborn when I feel like I'm being shown a callous level of corporate disrespect. And so I kept trying. For literally months.
Ended up having to file with the ombudsman. Only at the 11th hour did anyone actually do anything for me - a call and apology from a manager - and then it was sorted. It could've all been done so easy. And instead it took, what, 4 months of constantly badgering them, tearing my hair out at the sheer ineptitude, the corrupt greed baked into the system, the utter contempt for any customer that isn't a new customer?
I'm so glad to leave Virgin. I know all these companies are awful, but how Virgin treated me was so rephrensibly **** that I refuse to give them my money any more, even with the last minute cheap deals they tried to bribe me with at the end when I made it clear I never wanted anything to do with them again.
Honestly, the experience was so bad (and I know it's common for others) that I truly believe that Virgin Media doesn't deserve to exist as a company. I will applaud when it collapses under the stinking weight of its own **** and sinks into the sea. Never to be heard from again.
- Location
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- Location
- essex
- Reviewing
- Virgin Media
- Date
- 2023-06-12
- Comments
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i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.
- Location
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- Location
- south west London
- Reviewing
- Virgin Media
- Date
- 2023-06-09
- Comments
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May 20th, I order a virgin broadband box because my friends are telling me it’s the best. Few days later I received it, unfortunately couldn’t set it up, called the customer service to book a technician. May 23rd, a man comes and tell me he can’t set it up. Said he will report it and that I will get a call the same day or the next day. May 26th, I call back the customer service as nobody contacted me. We will call you tomorrow (27th) the woman says. May 27th nobody calls me so I call back AGAIN. Are you home tomorrow (28th) the lady says ? I can send somebody to your house between 8am and 1pm. Yes please. No confirmation message was sent or received. 28th I wake up early to walk my dog and set the house for someone to come. NOBODY CAME AND I WASTED HALF OF MY DAY OFF. I call and I call and nothing. June 8th, I contact the customer service to cancel my order as I’ve been for 3 weeks with a stupid box that doesn’t do the job. Termination fee is £400 they say. I cannot help you with your query but I booked a call for you tomorrow ( 9th of June) between 12 and 4 and we will sort this out for you days the gentleman. Thank you for your patience your kind heart and being a great customer and person to chat to says the assistant honestly what kind of service is that. But anyway. June 9th, NOBODY CALLS !!! What do I need to do ??? When I log in my virgin account there is no contract and no bills, I try to start an online chat and it takes me back to the home page !!! how can you leave me like this !!! I serve customers for a living and this is honestly the worse experience I have ever ever had !!!! HELP ME PLEASE
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-07
- Comments
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If it was possible to give no stars I would. The worst service ever received. Booked in to install fibre broadband in March and still don't have it installed. Have finally given up trying to get it sorted after delay after delay with no real reasoning. When they did give a reason (awaiting council permit for outside works), I contacted the council to ask them to please go ahead and approve the works but there was no permit requested in the first place. Hours and hours of calls and trying to confirm engineers, but all time wasting! Promises of engineers to arrive on a certain day but never did. Could go on, really terrible experience all round. Went with another provider and was up and running in a week. Avoid completely.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-06
- Comments
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Virgin broadband gave us the worst ever experience with a broadband provider. We switched to Virgin broadband in March 2023 (4 months ago) and we are still waiting for the installation, which Virgin delays each time 2 days before it happens. I would advise avoiding Virgin broadband as the customer service has been bad, their sales offers are alluring (especially when they offer O2 sim with Volt), their initial installation date is not true, and they have the right to change it without the customer saying anything.
- Location
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2023-06-06
- Comments
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Long story short. Broadband was up for renewal, checked virgin website for deals. Virgin agent called day after with an amazing deal. I accepted. Virgin meant to go live while the other provider would deactivate. Day before due date got notification that engineer would attend to my case 13 days later than original appointment. Called customer service multiple times to get an answer. No solution. Called again multiple times to cancel. All and all not a great experience, I rather pay more a bit a stay with the same provider I have had for the last 6 years. Customer service is non existent.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-05
- Comments
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What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
- Location
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