4,684 Customer Reviews over 118 pages
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- Location
- King
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
-
Don’t ever use Virgin Media
Waited 5 hours for the engineer. Engineer uncontactable they say. No one will help. On the phone for over 2 hours. Supposedly at 17.44 the engineer tried the door. Apparently no answer. Two of us waiting. LIES LIES LIES. This company is BEYOND A disgrace. Don’t ever use Virgin Media! Ever! Unless you want to be treated like you are a worthless fool who’ll just take it. AVOID LIKE THE PLAGUE. Customer service is beyond ABYSMAL.
- Location
-
- Location
- Romsey
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
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Virgin routers have poor range. They get superfast broadband to your house, so that ticks the contract, but you can't walk 4 meters away. After an eternity talking to bots in their customer service maze, I realised the solution was to upgrade your account by £5 a month to get additional wifi boosters. They sell you crap routers knowing the solution is to upgrade your hardware for an extra cost. Never using again.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2021-05-12
- Comments
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Firstly, for the actual service, I was with Virgin Media for 2 years. The deal was the most competitively priced for 100mbps speeds. Throughout those two years the internet speeds never felt great, many days I would check the speed and it would be below 10mbps. Virgin’s terms and conditions make it difficult to challenge drops in speed. On the 27th March I switched provider to get 67mbps speeds for the same price, and honestly, the service has been far better and consistent.
Now to share my story at how awful it has been to move my services. Middle of March 2021, I contact virgin via the web chat to make them aware I’m moving homes. They tell me they cannot offer 100mbps at the new home, that is fine, I put in a cancelation request. A few days later, I get a call from Virgin telling me I can get those speeds at the new home and they offer me a good deal, I accept and share my details, such as my moving date, the 27th March.
20th March, Virgin Media terminate my existing broadband, 7 days too early. Leaving me to have to purchase and use Data in order to do my job. To get reconnected took 4 hours 14 minutes (14 at least different calls). Why so many calls? I would be reconnected to another department rather often, and just less than half the time, my call would be disconnected while being transferred. This happened roughly a dozen times from start to finish. I was reconnected after 4 days without broadband.
While the team helped me get reconnected, they brought it to my attention that the there is also a problem with the new property I asked to move my broadband to. They have to do some building work to get the broadband up to speed and this would take between 4-8 weeks, they said they would supply me with a dongle in the meantime. They gave me a number I had to text in order to sort out the dongle. I text the number it led to a conclusion that someone would call me within 24 hours to sort out the dongle. No one called. I text the number again, same conclusion someone will get back in touch. No one called. I text the number again, same conclusion someone will get back in touch. While this was going on, I was still phoning virgin to get reconnected, since it was a 4-day ordeal. While trying to get reconnected, I finally threw in the towel and said I don’t want any services from Virgin anymore, I would like to leave. The dongle was given up on as well. I went with a new provider EE, who have been great so far.
My final date with Virgin media was the 27th March. I got a letter saying I was owed £13 for my services being terminated in late March, since I did pay for the full month right at the start. I raised a complaint and they kindly offered me £50 in a goodwill sorta thing for my troubles. This was confirmed in an email on 16/04/2021. Fast forward to 10th May. I had still not received my Credit. Not only that, I was sent a letter that I owe Virgin £30ish. Well 5 calls on the 10th, lasting a combined 4 hour 22 minutes consisting of a few disconnections (one disconnection happening 3 hours into a call) I find out that Virgin never cancelled on the 27th March. They were still trying to charge me. And the Credit I was promised was used to reduce these charges on my bills I never received. This has took out some of my credit score success since it appears I’ve been missing some payments I had no idea about.
During my 4 Hour 22 Minute worth of calls, I do speak to a lot of customer service reps. Two of which are very helpful. They explain to me why I haven’t had my credit, that I’m still with Virgin apparently. They set me up to have my account cancelled (again) the following day. They tell me they will ‘remove’ the charges between the 27th March and 11th May. And I may see my credit on my final bill. So I was expecting a final bill of £63 Credit, the £50 from good will and the £13 owed from March. Nope on 12/05/2021 they still want £9 off of me? Despite getting letters of credit from them and myself and the customer reps agreeing that I was mistakenly still with Virgin Media after the 27th? So what are they charging me for?
All in all, this is the worst product I’ve paid for. The amount it has cost me in time and effort, when originally this all started just because I told them I was moving and would like to move my services. It’s ended up in me losing out on Credit Score, Time, Data and Money. Virgin lost a customer who was wanting to stick with them despite some drops in speed, because after all their prices are very good. No one’s won. My ordeal continues to this day trying to not be charged and trying to get my credit although I’m less bothered by the Credit at this point. I just want it to be over without conceding and paying an overdue amount.
I would advise anyone reading this to never go with Virgin Media for anything. Their prices are nothing more than a trap.
- Location
-
- Location
- Hampton
- Reviewing
- Virgin Media
- Date
- 2018-09-05
- Comments
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The basic product is fine - good even. So this maybe should rate three stars.
But the customer service and ability to communicate with Virgin Media is atrocious. They hide behind the web site and help lines where you can wait 20-30 minutes, promised call backs do not happen, email receipts to electronic communications are received but then no follow up.
The premise seems to be if they make it SO difficult for you to complain you will go away. Sorry, that is not the way an ethical company should operate.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
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Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
- Location
-
- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2017-06-01
- Comments
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Fast broadband but utterly abysmal service. I was sold a full package but VM are unable to provide a landline at my address so I lost my landline number of 12 years standing. Customer advisors pass you round like a parcel at a kids party (5 times on my call today) and don't read the notes on the system so you get asked the same questions over and over again. I thought Sky were bad til I dealt with this shower. I will not & never again be renewing with VM. Was told today they have no complaints department! I said OfCom had told me to make an official complaint so was then told there was a complaint administration department but they didn't talk to customers!! Beyond belief
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2016-07-14
- Comments
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If you can at all avoid using Virgin do. Buyer beware.
Very friendly & lots of promises & assurances before you join afterwards the opposite.
I joined on basic phone & broadband service. Over time was sold upgrades I was assured I could downgrade at ANY time from.
Having become redundant from
work and disabled have tried to go back to basic package, oh and by the way found I'm being charged more than a NEW customer for the same service!
I phoned to down grade, met with a lovely lady but hard sell who tried to talk me out. In the end to downgrade my phone service she wanted to charge extra for my broadband, to make it even dearer then said I'd have to have a new contract to tie me informed another year as I'm not in contract at present. This is the OPPOSITE of what I was told when I agreed to their request to upgrade.
I'm about to contact OFCOM as I'm sure this isn't legal.
- Location
-
- Location
- Feltham london
- Reviewing
- Virgin Media
- Date
- 2020-10-26
- Comments
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My. Husband call account section on 15th Oct around 12. 30 pm and ask to cancel the broadband service. The lady said that it is cancelled. On 26th October I came to know virgin media took myy £44 from bank account. I rang them at around 7.0 pm on 26th october and unfortunately I have to speak to clara(lady refuse to give full name) told me there is no record of my husbands phone call on 15th.i give the evidence as date time and contact number, then she said we didn't ask to cancel. I ask her to double check the call record or I can send the recorded voice clip, then she said how does she believe me. I ask to pass to her manager, and she said there is no manager around. I ask her to give customer complaint number or details and she told me that I can get it from Google. I tried to make her understand my feelings and told her that we are both frontline staff and don't want to waste our time and need to speak to manager, she again refused and told me she can mention in comments that we were not happy.. TERRIBLE...
- Location
-
- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2019-01-03
- Comments
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Just left Virgin after 18 months. Broadband speed was good but Customer service is Very Poor. More interested in signing up new customers with better offers than with retaining existing customers. Their Customer service operator when I finally got through was more interested in selling me an upgrade than in what I wanted - Not interested in listening to the customer so voted with my feet. They also make it difficult to get in touch to leave so the best way to get in touch with them is to go onto the website and say you are a new customer - They soon pick up the phone for a chat then ! Will try to sell you more packages and not listen to the customer which is the first rule of customer service. Bye Bye Virgin.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2010-04-21
- Comments
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Virgin has one major flaw, no guaranteed upload speed. This means they cannot guarantee you can send emails, upload videos to Youtube, put pics on Facebook or anything else for that matter of fact. I get 0.08 meg upload speed, meaning it could take 3 hours to send a 1meg email. Not good enough.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-19
- Comments
-
I’ve been a customer for years and when it works it is fine…but we’ve had issues for a couple of months now and like other reviews on here the customer service is unlike anything I’ve experienced. A call centre that takes 30 mins to get through to…who basically can’t help you. They can’t resolve your issues, they can’t escalate your problem and they can’t compensate you.
We clearly have an issue in my neighbourhood, half of my neighbours have left and the other half are seriously considering it.
They honestly don’t seem to care, they don’t have the info available to them and return to the standard ‘turn it off and turn it on again’ babble.
Customer service literally non existent. Check out their Twitter feed/replies and trust pilot reviews. Also being Investigated by OFCOM for customer service failings….I’m not alone. Avoid
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
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I am waiting for broadband installations for 2 months, they rescheduled twice for a later date, because of external engineers who never came but virgin has no influence over them.
Call centre is not solving problems at all.
And complaints ignore my emails.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2014-12-15
- Comments
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Apart from the rubbish installation, my main problem is the slow broadband, when we complained the customer service person said they were horrified it was that slow and they would send an engineer out.
He turned up did nothing said it was fine and we could only expect 40 mgs even though we are paying for 152. He said it was our equipment, brand new iPad ha ha and that we could only get upto a 100 mgs if we used an Ethernet cable, who uses an Ethernet cable we want WIRELESS. Don't waste your money promise you the earth to get your business and then Fob you off.
- Location
-
- Location
- Caterham
- Reviewing
- Virgin Media
- Date
- 2021-11-17
- Comments
-
I have found that VM is very good when all is working well but if anything needs to be fixed / sorted I have to agree with all the reviews I have read on this site that their customer service is terrible.
My VM email has been down for the last few days and VM won't speak to me because my husband's name is the account holder. They won't allow 2 names to be on the account (unlike other utilities) and I can only be a "3rd Party" on it.
It's funny how they were happy to deal solely with me multiple times last week in order to negotiate a new 18-month contract, but today when my "Mailbox is Unavailable" their systems will only allow the "Account Holder" to give the security details.
So I am responsible enough to set up and pay the next 18-month contract but not old enough to be told why I have an email problem.
One tip I was given years ago which still seems to work - only call them in the mornings so you get somebody Scottish. I made the mistake on calling this evening and going around and around in circles and ending up screaming at the phone.
I am now looking at competitors.
- Location
-
- Location
- Salisbury
- Reviewing
- Virgin Media
- Date
- 2019-01-11
- Comments
-
I have been with virgin for years as it was already installed when I moved in.
I finally got fed up with paying extra for my loyalty and called them to see about reducing my £67/month for broadband , TV and phone.
After 42 minutes and being put on hold 7 times I was told they could reduce my bill by a paltry £3 a month but only if I reduced my free phone calls. And this when new customers yare offered my bundle for £32.
I asked to speak to a supervisor but she was ‘too busy’ I bet she was!!
Off to pastures new as they just don’t care about existing customers.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2024-02-22
- Comments
-
Customer service is the absolute worst.
Nothing has ever been so slow!
- Location
-
- Location
- Durham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
-
PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE
Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill.
For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING..
**whopping increase of 103.5% to £57.00 per month!**
I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?'
Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered.
i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations.
Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin.
More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud!
The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt!
'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry!
The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat.
The final question raised was the inconsistency in discounts available between the calls and Virgin employees.
'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !'
I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings.
In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of.
How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'.
DISGRACEFUL !!!!!!!!!
Date of experience: July 22, 2023
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-01-29
- Comments
-
Truly awful broadband service. Constantly cutting out and after the umpteenth call & no resolution to my problems they STILL won't send someone out to look at it, despite there being no reported problems inky area. Their costumer service is shocking. Badly trained staff who seem clueless at times as to how to do their job. They make you feel like a small insignificant voice trying to get answers from a company who seemingly don't need or want your business. Can't wait to leave them at the end of my contract. Can't want.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2015-10-27
- Comments
-
Virgin media has proved to me more than once that they are a bunch of liars and the most unprofessional company I've ever dealt with.
When I was going to end my contract, they were helpful and genuinely listened to my problems. After that, the manipulation started again. They tell you about discounts on the phone and then once you renew your contract, all sorts of extra charges appear.
I blame myself for not just ending my contract last year and actually believing their apology. Even the discount they offered as an apology lasted for 6 months, while on the phone they said it's for 12 months. Now, good luck for me finding the recorded phone call.
It is disgusting when big companies like Virgin media treat their customers like idiots. I will definitely leave this miserable provider even if I'll pay double to any other provider.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-04-02
- Comments
-
I ordered VM a month in advance of when I wanted it to start, this is because I had a notice period with my existing tv and broadband supplier.
Virgin dispatched the start-up kit 2 days before I was gone connected (which was a day before the Easter Bank Holidays).
Yodel had issues with my parcel and it remained at the sorting office.
I chased virgin media 3 days in a row for an up date and received different messages each time
1. Wait another 24 hours and call back (4days after my connection should have started)
2. We'll chase yodel and call you back tomorrow (5 days after connection should have started)
3. They didn't call me back, I called them and was told it would be with me in 4 days - 10 days later than scheduled
As you imagine I am without Internet and tv (not so big a deal) for some time and when you have children in the 21st century then they depend upon the Internet quite abit.
The customer service received by Virgin has been terrible and I was warned about this by Sky but thought it scare mongering. As it turns out, VM have the worst customer service for new customers I have experienced to date and should be ashamed.
- Location
-
- Location
- Central London
- Reviewing
- Virgin Media
- Date
- 2019-11-17
- Comments
-
I have not had to ever deal with customer service directly, but the have been increasing reliability problems. Its now become common to net to get spotty and slow service in the evenings for an hour or so. And the last 3 days have been terrible. Even in the morning.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2021-08-25
- Comments
-
Truly awful customer service, to the point of lying about payments made and contract obligations.
Customer service operators are obstructive, unhelpful,but you are forced to deal with them as the website makes it effectively impossible to alow you to give notice of your desire to terminate your contract. AVOID AVOID AVOID
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2021-06-26
- Comments
-
Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition.
He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor.
For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up.
I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't.
I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage.
No call.
I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago.
No call.
I was then **PROMISED** a call back 'by the end of the week, this week.
No call.
I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly.
Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues.
I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails.
Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.
- Location
-
- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
-
As for the broadband itself it is fast BUT they throttle it so much that sometimes it's hardly worth having!
Mainly came here to warn of their customer service and underhand tactics though...
To all a warning.
If you are thinking about reducing/increasing your services with Virgin be completely and 100% sure of what you are getting into as I have just been royally shafted and I WILL take them to court if it isn't corrected!
On the 28th November at my request I had my services reduced right down to 50mb Broadband, Evenings and weekends phone and 'M' TV.
A few days later on the 5th December I received a letter from Virgin with the terms of my new contract, wait... Contract??? This isn't what I asked for, I asked for a reduction in services not a new contract!! So I rang them that evening and spoke to a gentleman on the phone who told me this is standard practice for any change in services. (Basically if you change your services you begin a new contract.)
However, I did NOT ask for a new contract, I did NOT consent to a new contract and I was NOT informed I was entering into a new contract)
So during this phone call to them I was informed of this and I explained to them that I never consented. I said I wanted my services but I didn't want to be in a contract as I had only 'reduced' my services. The gentleman on the phone said I would need to speak to the contracts department which was open at different times (I had called late in the evening)
Due to my job I was unable to call again until today where I spoke to a lady again about the problem. She was very nice and friendly (at first) and did everything she could to reduce the cost of my bill. Since I have moved to Sky for my TV and did NOT want to be in a contract with virgin I declined and that's when the fun started!
The lady on the phone told me because I was still within the 14 days cancellation period (a mute point anyway since the contract is illegal) she could cancel my services HOWEVER I would be liable for the 30 days notice period! What?? Is she for real? It's an illegal contract as I never consented to it!
Again I argued my case and she said she would put me through to the contracts department.
A few minutes later she came back on the phone and told me that she had spoken to them and they had informed her that since I was aware I was in a contract (because I had spoken to the gentleman on the 5th) that I was liable for the 30 days!!!
I argued my case that whether I was aware of the contract or not I had still at no point consented to being in such contract and that their terms were void as a result!
She had previously asked me why I didn't cancel my services on the 5th and I had told her that it was because I wanted to keep my services. At this point she re-raised that part of the conversation and twisted my words stating that I had said I wanted to USE my services and that meant I was liable for the 30 days. She made a point in saying that all called are recorded and that's why she asked that question! She was being quite smarmy to be honest and I told her to put me through to the contracts department. She refused point blank to transfer me numerous times whilst telling me that SHE was my last port of call! Basically that I couldn't do anything about it and I had to pay the 30 days. I lost my temper and hung up!!
Virgin entered me into a contract WITHOUT my permission, and then have shafted me into paying the 30 days cancellation period under the terms of the very contract I did NOT consent to!!
Virgin, if this contract isn't voided I WILL take you to court as what you have done is against the law!!
If someone would like to contact me to discuss the matter further then please do.
Regards
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2017-02-21
- Comments
-
Good broadband speed. HOWEVER. Installation engineer absolutely clueless. Causing structural damage to my walls, cabling in walls and wall finishings. Attempting to hack through the wall with a screwdriver although the cable was already pre-installed to a dedicated socket... Customer service responding that there is no proof I didnt do the damage myself. In the wall. Behind the Virgin socket.. Accusing me of lying and brushing off photographic evidence of the damage caused. Will not be extending a single day beyond the contract.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2019-09-16
- Comments
-
The worst customer service ever, lied to, finally they admitted their mistake, but the bill is still mine as I'm not a valued customer. Utter con artists.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
-
DO NOT SELF INSTALL. I opted for self installation hoping for a quick start as my new house had a Virgin connection box. I received an email saying "We may need to do some work on your property to make this connection, and we'll get in touch if this is likely" but did not hear about this further. On the day the contract started, I was given the go ahead to start using the broadband, but after a few attempts to set up and messages/calls to customer service, had to get an engineer in. The engineer came 2 days later and it turned out that the house had not been connected to the street box. In the meantime, my partner paid £30 to his phone service provider for extra data to be able to work. I have asked for a refund for these expenses as they occurred as a direct result of Virgin failing to inform me that the service would be delayed. Customer service have been completely unhelpful with my request and keep coming up with reasons not to refund me, the latest one being activity on my account between the set up and the engineer's visit, which is completely impossible as the house was physically not connected to the network.
- Location
-
- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2018-08-17
- Comments
-
This isn’t bad broadband, but try to cancel and you’re in for a whole load of pain.
My house flooded, can’t live there anymore, but that doesn’t seem to be a good enough reason to want to cancel.
I won’t be choose Virgin for my next Broadband supplier.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-01-10
- Comments
-
Customer service is shocking. Virgin Media Payments continually failed to correctly set up our direct debit and correct billing period leading to month after month of payment issues and repeated suspension of services. Each time we called they would apologise, refund charges, reinstate services and attempt to resolve the issue.... Next month it would all happen again!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-06-12
- Comments
-
keeps dropping, customer service poor, phone contact is 0800 number which on a mobile costs.
- Location
-
- Location
- N London
- Reviewing
- Virgin Media
- Date
- 2017-08-11
- Comments
-
Service beyond diabolical. Sadly Virgin rides on its reputation of providing the fastest speeds. That sadly is the case but the service behind it is truly awful. Poorly trained staff who basically lie to get you off the phone. If it were an animal it would have been put down by now.
- Location
-
- Location
- guildford
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
-
Very disappointed with the company do not recommend at all they seem to charge what the like
- Location
-
- Location
- LEICESTER
- Reviewing
- Virgin Media
- Date
- 2018-01-17
- Comments
-
I signed up for a 3 month rolling contract for virgin broadband in June this year. I paid a start up fee to enter this contract so to avoid cancellation fee's, as I knew I was only to be int the property for 6 months.
The contract was wrongly processed as a 12 month contract, so when I tried to cancel my policy 6 months later, I was asked to pay a £90 leaving fee.
I rang multiple times and was passed around so many departments that I must have spoken to around 30 people over all about this problem - none of them willing to help, or even to listen to me for more than 3 minutes, in an attempt to avoid responsibility.
I then provided written evidence that I signed up for a 3 month contract and still they would not process my request. The man at the store I bought from told me that things could only be resolved over the phone. I also proved that I paid the signing up fee, but they dismissed it as a unknown expense.
Finally I went into a different store and sat with a member of their team who was also sent around the different departments.
When he stuck up for me, the caller at the other end asked to take his colleague number, to file a complaint against him (the only person actually helping!!)
He continued to argue my case and almost an hour later, they said they would process the cancellation without a fee - over a month after I first tried to do so myself.
I was provided with the appropriate information to return my equipment and a returns package came in the post. I returned it on the agreed termination date and thought all was sorted... It was not.
After the equipment was returned I was still being charged. When queried they said I needed to pay for another 2 months, plus late charges. This was ridiculous and bared no reason, but losing my will to fight I agree'd to pay the 2 months charge with the late charges removed.
When signing in to pay these 2 months, the bill still displayed the higher amount, past the time he said it would be updated. I rang, once again, dreading the same palaver I had endured before.
I rang stating "I rang earlier this month to dispute a bill for £60.46, the virgin media representative told me he had reduced this to £42 and that the new bill would come through by the 15th. I've gone onto my account today (17th) and it STILL hasn't updated. I was wondering if you could correct this for me, so that I can avoid any more late charges".
To my dismay, he responded "Actually your current bill stands at £120 as it also includes a cancelation fee".
I explained the situation and once again was passed around 4 different departments (ending at the same one I started with). This time I was ready to call consumer rights and explained that I would not be passed on again.
To my luck, a woman called Joanna finally talked to the manager of customer services who removed the additional charges and got my bill back down to £41. It still wasn't the £26 I should have paid for a final month subscription (theres a 1 month notice period), but i took it!
I was so happy to be disassociated from this horrible horrible company. They have THE WORST customer service I have EVER experienced.
They scam you from every direction and it seems the only use of their "helpline" is to tire you out, until you can't fight no more.
2 months after I first tried to cancel, I am FINALLY free (I hope!). I will certainly be giving recommendations to people in regards to virgin media... I will be recommending they discontinue their services and move to a service that cares about them. I will be recommending that anyone looking to take out broadband go to another company and save themselves whilst they still can!
- Location
-
- Location
- liverpool
- Reviewing
- Virgin Media
- Date
- 2018-07-26
- Comments
-
Considering vergin media being the best high speed internet, that is all it is. People that work there have monkey hands that just point around not doing anything. I wish no one experience the horror I did with this company and to this day they still oll me money. I have stopped my internet as I moved to another house and wanted to send the router back, but the lable was lost in the moving process so I asked for a new one in my new house. Guess what, they send me a message after 10 days ill be charged??? So i called and told them to send me a new one - AGAIN, but guess what happened after... Another message saying theyll charge me. Well i wasnt that lucky the third time as I got directly charged. What kind of idiots are doing this ??? What kind of a company is this/!?!?!?
- Location
-
- Location
- Dover
- Reviewing
- Virgin Media
- Date
- 2018-07-31
- Comments
-
Absolutely disgusting customer service. I opened my account online and was not told about half the things I was supposed to. I was also supposed to have £50 refer a friend credit for myself and the referrer but virgin are now saying as it was over the phone, I have no proof and basically tough luck. They have taken out 3 times the amount of money for my first bill and are refusing to give it back until it is investigated which will take at least 30 days. I am incredibly disgusted at the customer service and the lack of responsibility they are taking for their mistakes. I should not have to provide proof when they record their calls (which apparently, rather conveniently, they cannot access!)
- Location
-
- Location
- croydon
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
-
been a Virgin customer for the last 4 years paying over £80 per month. Broadband went down last Friday a virgin technician says i need a new cable running outside. The original date i was given for this was feb 2017 but now they can do 20th dec this year! How am i supposed to manage without broadband or tv for 5 weeks until then? When i said that if this was the best they could do i would have to change providers they passed me over to the cancellation team. Bet if i was a new customer i would be connected next week!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-11-02
- Comments
-
The broadband itself has been good so far. The problem is I agreed a deal and when I paid, found it wasn't the deal agreed. The first person I phoned hung up on me, the complaint got ma a callback from somebody who told me the deal was good enough in their view so they weren't doing anything, called me a liar about the first call and ended up telling me they had me trapped in their contract and would screw me over if I tried to end it. Attitude, we got you now and are happy to rub your face in it. Best avoided.
- Location
-
- Location
- Fareham
- Reviewing
- Virgin Media
- Date
- 2018-02-23
- Comments
-
Avoid. These people steal our air. A good company cares for their customers when things go wrong. Virgin Media is not one of them.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-10
- Comments
-
How could Virgin Media treat us so badly? Their computer mistake led them to chase my husband for 5 months for money he didn't owe them. Then they gave him a negative credit rating. When they realised their mistake they didn't say sorry, just removed their note against his credit rating. Even after an independent adjudicator (CISAS) judged against the company in our favour it took them 3 months for them to apologise - and they didn't even bother to write on company headed paper or post it to us; just a plain sheet signed 'on behalf of...' Mark Davidson. It seems we can do nothing to get a proper apology. In my powerlessness I just felt the need to add my name to the many others on this list who have suffered at the hands of Virgin Media's frightful customer service. Group hug!!
- Location
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