Virgin Media

Virgin Media has taken us in the trenches the past two weeks.
On Sunday, October 27th around 6 pm our wifi went off. It wasn't back the next day, and the following days either. I called them on Wednesday, explaining the situation and they've tried troubleshooting the modem remotely. That didn't work so they've booked a visit so they could take a look at it, the next friday. On Friday, they came really early which I was really excited for thinking this would be the end of our dread, but to no avail. It took them an hour to check all the cables before letting us know that we had no issues with our modem or cable work, but that THEY had an issue of cabling and that the whole area was without internet. They also couldn't tell me when that issue would be fixed. Our house is registered with a business account but this is the service we get? Their staff was lovely, really apologetic and competent. I think had the issue been on our hand they'd have swiftly been able to remotely fix it, however, they're not that knowlegeable since they should have been able to tell us on Wednesday that there were issues with their cable work. On top of that, they had no fix, left us in the dark without any idea of how long the problem would persist. All we got was "sorry" which is nice but this is a service. Had we not paid our bill a sorry wouldn't have been enough to fix it right? A gesture while they were navigating this issue would have been appreciated. People work from home, people study from home, in total we had no internet for 12 days. Think twice before getting a contract with this provider.

I was a new customer. They sent me a second-hand router caked in dust from the previous home it had been in. Took 18 hours to get hold of them and then they cut me off. Trying to cancel my contract and can't get hold of anyone. If this is how they treat new customers just imagine how they treat people who are already locked in

I have recently moved from Virgin Media because as a loyal customer they always want to charge far more than they would a new customer! I find this offensive and it shows they don`t value my custom. That would have been an end of it but it seems the advisor didn`t put the transfer through correctly so they have wanted to generate a final bill for an extra month at the non discounted rate! Should have been one phone call to sort out. I have wasted over 4 hours on 6 phone calls trying to get it sorted and each time they keep starting by trying to blame me! And to add insult to injury they have wanted to charge me an additional £7.00 for the phone calls to them that went over an hour! I hope I have finally got it sorted out! But good riddance. The broadband was ok but save yourself the pain and go elsewhere because the customer service sucks!

Would give zero of I could. Promised us my elderly mother could keep the number she's had for 20 years, that the hospital and all her friends across the country know, but after over 3 hours on the phone in 11 different calls and so many broken promises, they've now said that isn't possible. The whole experience has been incredibly stressful, all the time out of my working day, the utter uselessness of the staff, the fact 2 hospitals have been unable to get through, her boiler broke and she was left in the freezing cold for 48 hours because the company couldn't get through, her emergency call safe didn't work and her friends kept ringing me thinking she'd died. Horrendous customer service, appalling company. Should be shut down

Worse Company ever. Switched to virgin bacause my new property had it installed.Worse thing i ever done. Get told my monthly bill would be £68.50 per month and have been charged more. Been on the phone to them for hours to agents who are just lie to you over the phone. Stay away from this GARBAGE.

I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is 'for new customers only' with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.

I use a.third part application outlookwhich was working fine until sunday night then when i tried to send an email I was getting an error message Same on monday i could receive messages but not send them i phoned Virgin media twice on monday no one could helpin spite of the fact that it had happened previously and been resolved by a knowledgeable advisor Instead i was put through to a team who were going to charge me to resolve this AS IF I DONT PAYENOUGH TO VIRGIN MEDIA

Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don't care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.

Compleat rip off
Took out internet with virgin which was advertised as no installation fee they then tried to charge me £80 for installation, when I contacted them I could only get through to a Indian call center who were extremely unhelpful. Eventually I made a complaint ant they removed the installation fee but thry refused to send me a correct bill and insisted I had to pay the bill that was originallyvsentv (that included the installation fee) then they would remove the amount from a later bill but would not put anything in wrighting. Then they added a late fee charge into the bill because they refused to send the correct bill

Stay away if you value your time, money and sanity.

This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.

After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.

This company has the most useless, incompetent, joke of a support department that I've ever interacted with.

Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.

Really poor telephone customer service=-they just don't care at all about you-pass you from pillar to post on the phone-no one knows what they are doing. Awarded compensation by Ombudsman due to terrible internet terrible service -still charged me when I had no services. Sky are much better!

After countless attempts to contact this company by phone email and live chat due to overcharging issues it seems they don't want any contact unless it coming from them about price increase existing customers are being ripped off at an unbelievable rate and they will refuse or block your help requests in this day and age it is an absolute disgrace to even call any department of this customer service as it's non existent

20 years loyalty repaid by the worst customer experience I've ever had!

They simply do not care about any customer once on board. Even complaints are just ignored! As are emails to their CEO Luiz.

Solution - leave! And convince others to not join up in the first place. I for one will spread the word on every social media channel available. And every customer I convince to not join them as a customer, or leave if existing ones, is well worth my time spent doing this!

They are an absolute joke!

Probably the company offer the fastest broadband but the worst customer service.
If you have any problem the customer service will not help you. They will avoid taking responsibility for their mistakes and poor customer service.
No possibility to track complaints, although such options are offered. No one can tell me why it doesn't work. Cannot wait until the end of the contract.

Due to an emergency i need to leave UK I have paid without fail for past 9 months. Virgin is charging 224 Pounds as disconnection fee for closing teh account 3 months prior. Please dont take Virgin Media.

Hopeless customer service. I'm literally on whatsapp talking about cancelling my account, which is taking forever, and they call from another number to try to upsell me a more expensive package. I'm leaving because the existing one has become extortionate. Why can't you cancel through the website.