4,535 Customer Reviews over 454 pages
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2023-03-07
- Comments
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I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to four people to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
- Location
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- Location
- Caerphilly, South Wales
- Reviewing
- Virgin Media
- Date
- 2023-03-06
- Comments
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Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.
Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.
You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.
Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!
Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.
I am sure its illegal, they are repeatedly cutting off services that we are paying for.
Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.
The whole experience has been disgusting and to top it off, the connection has been awfull!
AVOID!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-04
- Comments
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Virgin has to be the worst company ever I was supposed to get installed today. The guy came to my house said you do not have a virgin in your area. If I knew this I wouldn’t have signed up online and then the guy asked me to do the to help him with the wiring to get connected. I wasn’t sure if it be turned on today. I told him I don’t work for virgin. It’s not my job I called customer service up terrible company I didn’t even get the service and it was terrible, but I didn’t get the service. I would never go with them so I stayed decided to stay with Sky for him I do not work for virgin And I do not want to get electric shock. Never ever ever ever ever get virgin. Terrible customer service terrible service in general all around. Even if they offered me 10 years for free all lifetime for free I still wouldn’t take it
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-04
- Comments
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When working, the broadband is the fastest available. However, it is seriously flaky, and if you work from home, consider any other supplier.
Every 18 months, they will triple the price you are paying. If you phone up and threaten to cancel, they will drop the price. If you actually quit, they will continue dropping the price - in my case down to half the price that I was paying originally.
Some people might like this, but I consider it pretty offensive as a sales tactic - it's cynically punishing their most loyal customers. The calls keep coming too - I had to tell them to stop calling me because it got very very annoying.
When you actually quit, this is where the fun begins! They say they will send someone to collect your equipment, to make it more convenient. However, that person can only come on a weekday, maybe one day in two months time. In the meantime, they will continue to harass you about returning this equipment.
When that doesn't work, they will eventually say, "hey, you can order a box and post it back yourself". You order a box, and one doesn't come. During this time, they continue to harass you.
Once you complain on twitter (and go through the cycles of people who don't know what they are talking about) you can eventually get a shipping label to attach yourself. However, in my case, they sent me an old label, which was not accepted by Yodel.
Incompetence all the way down, the worst customer service I have ever dealt with.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
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Avoid at all costs!!!
I canceled my contract. After that, you get bombarded with calls asking you to come back. I foolishly accepted such an offer because they offered me to change my mind within 30 day. This is what I did and within my original cancelation period as well. But unbeknowst to me, this had pushed back my cancelation period by a month, so know I had to pay £67 pounds even though I had already new internet from a different provider. Oh, and the second cancelation did not actually get through (despite it being on Whatsapp), so I received another bill and I had to wait for over 4 hours to finally chat with someone about this who then unhelpfully suggested be could do nothing about the delayed cancelation.
In other words, do not touch this company with a ten-foot pole. Their interest was not better, faster or more stable than any other provider I have ever used, so there is really no reason to not save yourself a lot of headache and stay away from Virgin Media.
- Location
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- Location
- Kempston Bedford
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
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I wanted to thank the lovely engineer who installed my broadband yesterday 2nd March .
He was very professional, he installed my broadband professionally and provided me with all the information I needed, he also informed me of other virgin products I was not aware of. Please pass on my thanks as I did not receive a review email to give him all the stars . Keep up the good work
- Location
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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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