Virgin Media

Awful customer service
Awful customer service, I have been with them since 25th August. The Salesperson Duane, is as helpful as an ashtray on a motorcycle. I am still awaiting my O2 sim card, he can't be bothered to help me. So I am left on endless calls that eventually get disconnected. All I want is an O2 SIM card that was promised, sadly it is like talking to the wall with VirginMedia - never again, I will be out of there soon, I am just discussing with my solicitor to determine If we can cancel due to them not delivering the sim card. Aside that the engineers that installed the cable, did a dog leg over my grass, and didn't even try and get the cable deep enough, so is lumpy. The 2 installing fools didn't take the logical route, didn't ask, just did the most stupid cable install I have ever seen.

If I had known, I would never have used Virgin Media. The TV package stopped working every few weeks. I had to spend several hours on the phone talking to people who didn't know how to fix the problem and didn't seem to care either. Virgin failed to solve the problem and so I wanted to leave. I then had to go through a lengthy process to leave and get back the refund I was due. Virgin made this as difficult as possible, insisting that they could not transfer the balance back into my account and sending the refund BY CHEQUE six weeks after my account was closed.

I've been a Virgin Media broadband customer for over a year. It is the worst broadband supplier I've ever had: signal comes and goes every +-2 hours and we completely lost internet 2x for the whole afternoon in the last month. The website and app are designed to prevent you from speaking to a support agent and it's therefore near to impossible to resolve issues where the solution is not available in the support centre. Calling them is even more useless as you get to interact with a dumb bot that never provides the information you're looking for. The VM broadband package is appealing as it's one of the fastest in London, but don't get fooled by that as the broadband quality is worse than some of the 3rd world countries I have been to. Switching to Community Fiber now... 4.4 star rating / 6x the speed for the same price.

I never had a service that was so terrible in my entire life. The wifi never works, I ordered a wifi pod to improve the internet speed that was supposed to be free. Guess what? It didnt work and i had to pay for it. At this end of this yearly contract nightmare i stated i wanted to opt out but of course there is a minimum $#*!i***g notice that u need to give them of one month to end the contract. In that period u pay 2£ a day for the wifi. I wish the worst health problem to the people who design this service. Hope the you ll suffer slowly and constantly. Nothing that pisses me off in life as first thing in the morning i have to call your fuc***ing Virgin Media customers service because you took more money from my bank account. Guess what? They never give even a 0.01£ back. MISERABLE JACKALS!

Bad service, slow internet, ignorant costumer service and that's just to start with then there's the costumer service line were you wait 2 hours and put on to a call centre in India who can't understand a word your saying, it's easier just to try and solve the problem yourselfsometimes.

I live on Camberwell Grove, SE5, in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.

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!

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

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.

Don't go for it, unless you want to live a nightmare. They are without any doubt the worst internet provider in all the world

18 months of an awful service, with a terrible customer service. Last call today was 55 minutes to cancel my contract. Charging £700 per year for a Super Fibre 100Mbps, when I had normally, in a good day, Max. 30Mbps (average). Most of the time between 0.45 and 1.5 Mbps. No access to download emails, webpages. Paying £9 plus for netflix without able to use it due to speed issues. Never reduced the price, forcing people to go to communications authority in England to complain and try to get the money back. Lost a lot of money and hours on the phone. Promising to solve the problem for over 18 months. Last formal complain on November, promised to check the problem in 22 June 2018.

Started a contract with virgin media even though it was only a few years ago they said they couldn't do virgin in the new house. They contacted me to sell me a contract this year and I told them they couldn't do it in my area but they swore they could, done all the checks and set me up, including a mobile contract. Shortly after they contacted me stating they couldn't now do it. FUMING! Should have realised they were lying this time just as they had before. I had recieved the mobile at this point and already changed the PAC code, it seemed to work fine at first... until the 14 day cooling off period ended. I can't get any internet signal at either of my places of work. Including hotspots and now I can't get phone signal at home. I use this for my business and have lost a lot as people can't get through 90% of the time and if my family had an emergency I wouldn't know. It's not worth the money and now I'm stuck!

Internet is horrible, outages every hour, download speed is only 1/4 of what you pay for, and router range is SUPER bad. (My 5 year old TalkTalk router is 100x better)

They also refused to proceed with my 2 week free cancellation after they failed to fix my problems, and totally ignored me. Once the 2 weeks gone, they were more than happy to cancel, but obviously after paying the contract cancellation fee.

I threatened them for suing as they breached my contract and didnt let me live with my free cancellation right so they let me go for free. Unfortunately I'm still stuck with them for 30 days till they process the cancellation.

Afterall, I'm happy that it didnt work out because after negotiating with TalkTalk, they offered me fibre 500 for the same price as Virgin's 250 package, but also comes with an expensive wifi 6 pro amazon router

Engineer failed to arrive and Virgin charged me £25 saying it was impossible that he did not come. Absolute disgrace of a company. Customer service is appalling. Can't wait to leave.

Day 4 of trying to ring/web chat with virgin media to cancel my contact with no avail! Web chat says 15 min wait but was 1 hour 20 mins before i give up and hours on the phone, its impossible to talk to someone or they are doing it on purpose so they still get our money. Had bad Internet for months and they say nothing is wrong or wont send me a new router out. Can't win at this rate but they are with getting nearly £70 a month off me, JUST LET ME CANCEL MY CONTRACT!

I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect.

The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer.

The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed.

Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract.

I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer.

I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.

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!

Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. On 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. Unfortunately we are unable to send our crew today". Next available date 28-Nov.
Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough

DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call Virgin to report the fault.
Their customer service are not helpful and slow to reply or act on problems on my service. You can't hardly speak to anyone in person as almost all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA