Virgin Media

I have been trying to cancel my out of contract broadband with them but they are being very obstructive leaving me on the phone for an hour then cutting me off, offered me a WhatsApp chat and then lead me round in circles for two days and still haven't been able to cancel, awful service I will never use them again.

My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
In the meantime money has been taken from my account for billings and services I am not even using...
Currently, I am looking for ways to legally seek my rights.
Avoid this company they are frauds and will give you only extra trouble and problems.
They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...

I don't know why they make everything so difficult, every time I need a VAT invoice, I have to jump through hoops and speak to 5+ different people before I get them, it's just not necessary and wastes everyone's time.

Don't deserve to be in business. On second attempt at getting broadband put in but they keep turning up to fit the cables but the prior construction has still to be done... This has been going on months again. They keep moving the install date. Please can somebody with even a quarter of a brain step in and sort this out.

Disappointed!
My acc no *******
Today morning virgin media took £70 from my bank but my monthly bill is £31, they took the money without informing me, when I call the customer service they aren't helpful and rude they simply hangup on me. They can take my money buy they can't explain me or give a good reason. Its a biggest scam taking peoples money without letting them know! Its a biggest scam for sure! As a more than 5 years customer i had enough now

As an ex Virgin customer I am warning you, DON'T GO THERE, just look at the review sites and their own facebook page. 1000's and 1000's of complaints. Even Ofcom statistics show they have the most complaints. Of any broadband provider. Customer service is a disgrace and if you try to cancel a contract because you are moving house they will hunt you down. Even 1 star is too much for this bunch of cowboys.

Once they have you, they do not want to let you go!

VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM's strapline is "stay connected" and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
I am not the first, and probably not the last, Trust Pilot have 61% "bad" scores for Virgin Media, so I would strongly recommend you go somewhere else.

"Terrible customer service. Virgin Media are the worst company I have ever dealt with to leave. At the end of my contract how hard can it be to leave such a big company. Trust me nearly impossible. After 2 attempts on the phone on January 2nd I get the phone put down on me. So then I log on start the chat by text. My message was 'I would like to leave don't offer me a deal' but after 1 hour of getting messed around feeling like it was impossible to leave I agree to stay for £45 a month. Anyway a month later my bill arrives and it's nearly £200 I am fuming at this point. So again I ring the to cancel. The exact same thing happens as the first time. Twice after waiting around 30 minutes the phone gets rudely put down on me. At this point I am logged in again and chatting by text and also called for the 3rd time. The matter eventually got resolved but 2 hours of my time was wasted and I had to pay the nearly £200 bill and according to the cancellation person my final bill is £270 or something. I feel like I have been robbed by a company in the past I have had mortgages with, bank loans and still have a credit card with but trust me not for long. Its a company not to be trusted in.

The worst customer service. Hours of waiting and they usually fail to make the changes you ask them to. Broadband is always faulty, even when they send the engineer out 'there's nothing they can do'. Aweful and should be avoided at all cost. Even the cheaper price is not worth the time and hassle this company will cause you

Absolutely terrible service! Ordered Internet. And instead of them doing their work, they just ask customers to go to every neighbour and collect private information, like mobile numbers, emails for them to contact neighbours if they agree them to do the work. That is ridiculous! Send letters to neighbours, send agent to talk to neighbours, maybe prepare some offers for them too! BS...

Hi! There is impossible to chat to customer service. People who employed do not speak english. I spend now 40 minutes in the phone to speak with person who do not understand english. Each word she pronounce slowly and do not understand me also. I need to turn the phone off and go probably for another provider.

Worst company ever, I am surprised that they are still in business. The bill is increased ever year by 10% in order to provide a 'better service'. The service is constantly going down and you can be left without tv and internet for days. When you call them to complain, the advisor tries to sell you additional services. I do not ever recommend them, their broadband speed is not as fast as they claim and continuos disruption to the service is so disgusting. Their advisors are rude and the company itself delete their complaints from social media - when you speak to them directly about the faults they are unapologetic and dismissive.

Well over 10 years with firstly NTL and now Virgin Media and where is customer loyalty?
I have home phone and broadband only and they charge me £58.51 a month and tell me i am on their highest level of broadband.
Surprise, surprise I phone today to complain that I am being offered a much cheaper package elsewhere and i am looking to leave and get told that instead of vivid 150 optical fibre I can now be upgraded to vivid 200 optical fibre and they can reduce my £58.51 down to £47.15, of course this was never offered before...
To make matters worse I was phoning from a mobile abroad and advised them of that at the beginning of the call, I waited 24 minutes to be transferred from customer services to customer care who were a complete waste of time.
Once back in England I will be cancelling my account and going elsewhere, Virgin Media customer service has to be the most arrogant I have had the misfortune to encounter.

Still no Netflix after 6 weeks of trying. Virgin now tells me to contact Netflix direct. After talking to Netflix, I'm told Virgin has cancelled my subscription.
What a joke.

Awful service.

Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - ******* 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.

I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman

For two months my fastest possible broadband package: 1Gig have been disconnecting every day about 20 times ad day nearly 5 minutes each time. I could not work. They sent engineer, he replaced router, this did not help. Finally I connected to BT broadband which works fine now. I called Virgin to disconnect and they told me I need to pay £297 disconnection fee + cost of additional month. I said: but your service did not work for two months! They said: if we would have sent THREE engineers and all of them would have not be able to fix, then we would not charge the disconnection fee.
Sorry guys, I cannot entertain here three engineers, as I need to work, and I work from home. Yes, I will pay you the disconnection fee and I promise I will never ever use your services again.
TERRIBLE!