4,479 Customer Reviews over 448 pages
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
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Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.
I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable
Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else
ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
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Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
- Location
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- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Location
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- Location
- Weybridge
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Comments
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Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Comments
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Scammy. Overpriced and make it a nightmare to cancel
- Location
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- Location
- Shrestha
- Reviewing
- Virgin Media
- Date
- 2023-02-26
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-25
- Comments
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Been with Virgin Media for years, but shocking customer service and have now raised a complaint.
I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.
The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.
I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.
I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.
The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".
I have never had this type of customer service before and would not expect it from Virgin Media at all.
I have raised a complaint and might just move because that is shocking.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2023-02-24
- Comments
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Absolutely shocking service! Was told there increasing my price by £12! But said I have the option to cancel my contract. Rang up. Told them to cancel. They kept pretending they couldn't hear me. Then kept offering me other stuff. Then they kept putting me on hold. Eventually said they will transfer me to the cancelation department. Instead transferred me to another operator who then repeated the same stuff. Told him I'm cancelling. And after he tried to offer me deals and I kept repeating myself to cancel he said no problem and then just hung up on me Instead. So I've just cancelled my direct debit instead! Terrible service. Terrible company! Would never use them again!
- Location
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- Location
- Fleet
- Reviewing
- Virgin Media
- Date
- 2023-02-23
- Comments
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Avoid at all costs. The worst customer service I've ever experienced for any kind of service, ever. We've had to call many times and they are always beyond unhelpful horrible, rude people. We signed an 18 month contract and 6 months in they doubled the price and there was nothing we could do about it. Then they called me again once it ended to try to force me to sign a new contract threatening further price hikes. When I asked why I would sign another contract when it doesn't protect me from them charging whatever they want anyway they just tried to shout me down. Unbelievable. I can't believe any business could treat their customers this way. They may be the fastest but it makes no difference to the average household and it is not worth all the stressful calls and random massive price increases within the contract period without any warning. Everyone I've spoken to that has dealt with Virgin has had the same experience. Never again.
- Location
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- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2023-02-22
- Comments
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Avoid them at all cost, cost being the key word here.
I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.
For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
- Location
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