Virgin MediaReviews 107

Indian call centre informed me that the cancellation charge was 2.5 times more than the contractual agreement. Agreed to call me back and surprise surprise never did. Stay well clear.

I live in a house share where an account was setup over 4 years ago by an ex-tenant that I have never met. Since one person (who I assumed had this changed when the old tenant originally left) had also left the house recently, I took over the responsibility to manage the internet. Naively, I asked for the account name and contact details to be updated. When I called to ask this, the lady on the phone just said 'okay I've switched off your internet - this should take effect within 48 hours' and then transferred me to sales. I was shocked that she didn't no listen or give the slightest bit of care to our situation. Bernadette from Sales set me up with a new contract, installation due for 5 days ahead, but she understood my issue. She checked with managers and actually called back (unlike other Customer Service reps) to say she had confirmation that she could get the old broadband switched on ASAP and there would in fact be one day where we are without internet. This would be fine, if it happened. 5 of us have had to undergo severe disciplinary procedures or have lost jobs because of the lies and incompetence of this company. I've called every day to get this rectified and it's now 3 days since we've had no internet and the customer service reps have been even more patronising and useless than ever. I've managed (after 2 hours on the phone, during a time that I need to be active at my employed place of work) Justin (employee no. C*******) has ensured me that he's raising this with the 'Removers Team'. This sounds great and only happened after me having to push back on the normal procedure that he suggested of him sending a letter to the department with a response in 24 hours. After writing that last sentence it seems that the typical Virgin Media Customer Service practice of putting me in the general queue to pass me onto someone else (with absolutely no information passed on... like i'm a brand new caller). A new guy has answered and pretended he can't do what every other representative has done to me this morning and put me on hold whilst the manager gets back to me. I am back to square one and nobody in this organisation can help me. This is absolutely unacceptable and not what we are paying for. (I have now been moved to the automated voice options)

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!

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.

I'm very disappointed with the service I have received!
This is unbelievable that your people does not listen to clients!

I spoke on the 13th August with somone as my contact will finish at the end of September! Didn't receive any email with confirmation spoke today with 4 different people they diverted my calls all the time, unfortunately we heard different prices from all this people: 45 pounds to 32 pound to 29 pounds and on the website they have got deal for 27 pounds I heard from that women at the end that we need to pay Virgin extra 11 pounds as notice was given 30 days before so we will be disconnected on the 25th I'm sorry but I will not pay that as I spoke with somone already on the 13th August so from that day 30 days is till 13th of September so basically that's mean they own me money not Me!

Very poor customer service this is unbelievable! I phoned 6 weeks before my contracts ends and I need to pay them extra 11 pounds no chance!

SEVEN hours to try and fix a problem THEY created, TWO hang ups, multiple times being ignored and want to leave me with no internet for two weeks BECAUSE of THEIR MISTAKE.

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.

What an unbelievable experience! From downright lying to me to exceptionally poor customer care, automated messages on for weeks that say they have a complete outage and departments who cannot communicate and then blame each other.
I have attempted to have a business line fixed for over a month and it has been an complete dog show. Engineers giving conflicting advice, being told they have done work that the have not and when you state you just wish to leave your choices are stay and we may compensate you or leave but you get nothing for a service that does not work.
Internet connection just drops off 3 - 5 times a day and randomly resets your router which in turn knocks out connectivity from all your devices.
Engineers take over a week to get to your property and then do nothing. They leave and then rearrange the next appoint for more than a week later and then don't arrive. Next appointment is again over a weeks wait. Notes say that engineers cannot find basic connection points in relay cabinets and the problem continue.
Virgin has successfully made it impossible to run a business on their business lines!

Wish I had stayed with BT
Promise everything and deliver a poor product with even worse customer (no) service!
Wi-Fi box changed 4 times speed good but drops out randomly but very regularly, customer service contacted me after I opened a complaint and then don't call you back. They offer pods to help but want to charge you more for them then agree to give you them free and charge you for them anyway.
Don't trust anything they say in their brilliant marketing trap as the product it's even worth 1STAR

So wish I had stayed with BT

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.

If I could give zero stars I would. Every part of this experience has been the worst I've ever had with a broadband provider. I've had connection issues since day one, I've had multiple engineers round who cant fix the service, I've raised 4 complaints and all I get back is a letter to say contact tech support. They will not let me leave my contract early despite all the issues - my bandwidth drops between 2-48 Mbps throughout the day. It feels like I'm in an abusive relationship that I cant leave - every time I phone I get gaslighted. If youre in SW London I would avoid at all costs.

We very recently became new Virgin Media customers in the EH7 area of Edinburgh. Subscribed to broadband, TV and took out an additional TV package for my mother who's elderly and lives in a granny annex ancillary to our house. We have now had no broadband for close to a week. On Tuesday afternoon we were told the fault would be fixed by 9pm that evening, on Tuesday evening we were told it would be resolved by Wednesday midday, at midday we were told by 9pm on Wednesday and so this has continued it is now Friday 8pm and we are told it will be fixed by Saturday midday. Given Virgin Media's modus operandi this week that obviously does not mean anything. To make things worse Virgin Media have not given us any of these updates proactively - the onus has been on us to check their non progress.

Had an issue with bt sport with tyson fury vs dillain whyte boxing fight. I paid nearly £25 and haven't been able to watch over an hour of the start of the fights, which I had money on under cards. I called customer service and was advised I will not be billed to watch the fight due to this, however I have had a bill today saying I have been charged for this boxing fight even though I was told I wouldn't be! My bill has hit £117 I think this unacceptable when I was told I would NOT be charged for this as I couldn't watch the first hour and half of the events! They hiked my bill up in contract to and now they've said I can stay as a customer but want me to pay an extra £20 per month for the exact same deal? Obviously I'm not that stupid. They don't respond and lie about charges and reassure you then charge you. Another loyal customer They have lost after 2 years. I've never missed or made a late payment and this is how they get around it. They sell it to you make it sound amazing and you literally get wifi for that and that's it! Freebies channels a landline u don't use and WiFi and the only thing I use is the WiFi so for that price bill I have been robbed. Bye virgin.

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.

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

Virgin Media claims to have a "Automatic Compensation Scheme" but there's nothing automatic about it. My entire neighbourhood was stolen from when we went 6 days with no service. No Internet. No TV. In July 2021 in Peterborough UK. My family household decided it would be better to cancel even if we had to pay the outrageous £250 cancellation fee. We have been waiting for a lock letter since October 2021… But instead we received a collections letter from a third-party regarding the full amount. THE INCORRECT AMOUNT since they never deducted the no service in July 2021. I called virgin media regarding this mistake. To my utter shock and disbelief they were only willing to CORRECT THEIR MISTAKE if I paid the full amount today… it's 2 days before Christmas and I don't have £320 pay … Nor do I think I should be held hostage over their mistake. The phone call ended with him saying "I'll send the lock letter with the full amount, with no revisions" …. We'll that's funny. Is that the same lock letter I've been waiting for, for months now! But instead I get a collections letter, for an incorrect amount! Seriously disgusting…
AND HEY VIRGIN MEDIA! HEADS UP! I have 2 News Papers writing articles about this! So expect a lot more calls from Peterborough customers asking for their £50 that you stole from them!
Alexandra Dreyer
Christopher Letts
ACCOUNT # ******* AREA 22
PS. you messed with the wrong chick

PLEASE NEVER ENTER A CONTRACT WITH VIRGIN MEDIA.

I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.

When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.

The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...

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!