Virgin Media

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.

If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic

Please anyone thinking of moving to these jokers avoid

Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is "I understand" and then carry on as normal

Lies lies and more lies. Even have engineers come to house say simple job and personally call
If any more delays… again no replies

Give dates constantly move then more promises more dates moved

Explained with wife in tears need internet to work anything. Kids homework her work from home

Was set for early Nov then end nov then mid December then poss mid December

Shame on you Virgin I doubt any change as simply don't care

But sure they will say "I understand"

Please anyone avoid I promise it's not worth the difficulty

Made one online enquiry and they won't stop calling me. CEO ignores complaints and they don't even have the guts to publish an email address. Absolutely travesty ofca company

It is the worst service anyone can get in Horley. They promised a speed of 50MBPS, and when I complained that I don't get the right speed, they said the promised speed is with an ethernet cable only and not with WIFI. We do not promise any WIFI speed; it's a myth and doesn't trust virgin media promised WIFI speed. Only if you pay an extra 4-5 GBP will you get the promised speed. Otherwise, you can pay a fine and leave. Don't really get stuck in this rabbithole. They only know how to rip the customer before giving any promised service.

I pay an outrageous amount of £70 a month JUST FOR INTERNET AND HOUSE PHONE. How they got it to that high I will never know. I haven't had service in Peterborough UK for 3 days (and still now) they keep delaying the time they say it will be fixed. I have now missed 3 days of work. I want to be paid 3 days wages as well as be released from my contract..

I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke.

My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it

And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies.

I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind.

Terrible customer service as well.

I switched from BT broadband to virgin. BIG BIG BIG MISTAKE.

And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting.

And another thing, BT BROADBAND has a much better signal than VIRGIN.

With BT I could get a good signal up and down stairs, all over my House I got a good signal.

With virgin the signal buffers up the stairs.

I would give virgin zero starts if it was possible.

I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin.

Everything I have said 100 per cent correct.

If you go with virgin you will regret it.

Would put minus if I could have been with them many years without a problem recommend them to everyone then I moved house the engineer who came out to install at the new address drilled through a a electric cable in my house virgin sorted it out replaced the wire and plasters the wall back up and painted it wasn't to a great standard but it would do but I had 3 days off work for them to sort this out I lost £390 out of my wages due to it and when I asked for compensation they refuse said they don't offer compensation for me missing work so they destroy my home and cost me £390 after i have been paying them £74 a month for last 4 years it's an absolute joke they will not receive another penny from me and when I take them to small claims court it's gonna cost them a lot more than the £390 I lost out on aswell as me as a customer there customer service is way below par now I'm off to sky

Now they are just harvesting data of uk users and providing really rubbish zoo type services and connections to their own phone lines cannot be kept upto requires service levels never mind providing services to the general public. The quicker you end your contract the bettter your life will be and the sooner you relieve yourself of this red caped scammer company! BAD TO THE BONE THIS COMPANY IS!

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.

The WORST.

Do not use this company, honestly, it's a plea from the heart. They are simply, horrendously, irretrievably awesome. I am saying this as someone who has been with them for 20+ years now - Telewest before it was even Virgin Media!

Customer Service is non-existent. Call the call centre and wait 2-3 hours, try on line chat and never get a response or wait 3-4 hours at best.

Broadband in recent years has absolutely fallen through the floor, for the last 8 months I get dial-up speeds and a TV that is so poorly linked to the internet that you can't watch Disney, Amazon, Netflix etc. This is despite my house being about 10 meters away from the main 'box'
Advertised and bought a package that should give 1TB and I get 1MB. No one will help and nobody there could give less of a monkeys. Both my wife and I 'work' from home - i put this in inverted commas because we can't damn well work! Teams calls? No chance!
Open a web page? Better make a cup of tea while you wait? Download a file? Pop to the shops and do the weekly grocery run.

I say it again, DO NOT JOIN. If like me you are already cursed to be with them, get the hairy heck out of there as quick as you can and join someone who actually cares. If I could give them 0 stars I would.

For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn't even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error "page not found", computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don't understand the words "i want to cancel" and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If sitejabber had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
Date of experience: 23 October 2023

Avoid in ANY case.
Worst experience in my life.
Looks like Customer Service has been hacked by SCAMMERs!
LIES AND LIES AND MORE LIES!
1)I ordered the Broadband 25 days ago - order accepted. After 3 days I received a cancellation by email because the previous account did not give a 30-day notice, which, as it turned out, was not true - they accepted notice was received but they did not register it. I lost the offer and a lot of time and days.
2) On December 1st I ordered:
Broadband only,
26.50 per month.
+115 credit,
+ cashback (from top cashback).
Delivery on December 12th.
Confirmed and NO cancelled in any way. So,after lunch I called and no one could tell me why there would be no delivery.
I spent many hours talking with Customer Service and received the drop call after talking with 3 people over 90 minutes. 2nd call. 3rd call etc.
3)The last one I spoke to Mira. I literally told her 20 times that I absolutely do not want to open a new order under any circumstances, if she cannot give me my order dated December 1st, I will not take any order. She spent 30 minutes convincing me that this was the same order, only she needed to open an account for me. She said I will got the same order 115 credit, etc.
4)FUTHERMORE. 10 minutes later I received an SMS with a new 18 Month order with 75 credit etc.
I'm shocked - why lie so OPENLY?
What I can say more...?
I'm watching Ofcom, Financial Ombudsman... or any advice.

What the hell has happened to Virgin Media? Their customer reviews are appalling. I've been with them on phone and broadband for 15 years and they're now SO bad that they're even making BBC News headlines!

As an existing customer wanting to keep *******@virginmedia email addresses, I tried to get Virgin Media broadband installed at my new house. After months of back & forth, dozens of calls and two visits by engineers, I was told that Virgin Media cannot service the property. Which is utter bull$#*! as the flats next to and above me are all on Virgin Media. There are four Virgin Media junction boxes screw-fixed to the outside walls of our building! After what's been an infuriating experience trying to explain this to various customer service operators (only for the line to go dead or to be passed on to someone else who's equally as useless), I have now lost all faith in them and will be looking elsewhere.

Virgin Media... SORT YOURSELVES OUT! You've completely lost the plot. You get one star because zero stars not available. Hopeless.

Utterly useless bunch of cowboys. Refused to address my complaint where I felt I had been ripped off.
CEO refused to respond.
Pathetic.
Avoid!

Virgin is charging me £6000 this month They say I have been makeing long distance phone calls. I have asked for a fund and they refused to give me my money back. Don't use virgin. They are scammers.

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.

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

Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.