Virgin MediaReviews 107

Absolutely terrible service! Ordered Internet. And instead of them doing their work, they just ask customers to go to every neighbour and collect private information, like mobile numbers, emails for them to contact neighbours if they agree them to do the work. That is ridiculous! Send letters to neighbours, send agent to talk to neighbours, maybe prepare some offers for them too! BS...

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.

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 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..

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.

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

Before I will put forward my letter of complaint, I would like to point out that I have been a loyal Virgin Media customer for over 20 years and never complained about my service and paid regularly.

Due to financial difficulties, I had to revisit my outgoings and that meant downgrading my services with virgin media. I kept asking my wife to kerb her using the Lan-line as she was racking up a bill by going over her 60 minutes window.

It seems that this was, not the case as highlighted by your CS. Virgin do not have any records reflecting my accepting the new off of £45.00 + £50.00 credit.

As I pointed out that I had to downgrade, it's beggars belief that I had to downgrade but stayed on a package, that was double and I could afford. A fool would not go ahead with the new offer.

The cs agent would not accept my concern, I then asked to speak to a manager, but was met with a statement " the manager will only tell you what I have told you" so it would be pointless. I asked again by the fourth time and she passed me to a line spokesman.

Why I never questioned the full price every month was due to the fact that I am registered as disabled/mental health and housebound in and out of the hospital and my only window is the internet and my wife's phone habits.

I also asked for a copy of the call to verify that was made by myself from my phone lines (0141 *** ***0 and 079 *** ***01) virgin media cs.

To cut a long story short, I asked the CS agent to weigh the difference between having a loyal customer who has never complained for 20 years against my word against virgin's record database the agent, in question, never updated my instructions (July 2019).

I have never questioned my payments and had trusted Virgin Media so why was there no help to provide me with a plan/ service.
Due to high charges, I have missed payments and occurred bank and virgin fees for missed payments and again, why as a customer orientated media a service provider never contacted me for missing paments resulting to Direct Debits cancellations.

I have made payments regularly for 20 years that amounts to over £19 000 and why cs chased up my instruction ( noted and should have flagged up if I had financial concerns).

I have been a loyal customer for 10 year's and moved 3 times with virgin I loved them up until 19 month's ago when I moved 1 street away but still using the same outside virgin box my last house used. From day one I have had problems with the WiFi it cuts on and off and has a low signal. I pay the top package on everything I also have 2 new TiVo V6 boxes, 2 bedroom TiVo boxes, top broadband, top TV and telephone. I have had the installer man and 2 further engineers come out, 1 told me the main box had been vandalized and wires where exposed. I waited a further 3 months for what he said would be fixed in 5 days. The second engineer said it was the worst signal he had seen. I have 6 booster's. I have now been left once again with on and off or low signal for 7 days and been told nothing more they can do as it is my home that's the problem. My 2 neighbours have no problems and they have exact same home. I have downloaded the Virgin Media connect app. I highly suggest you get this and test the strength of your signal each day for 7 days and see if your getting the signal you pay for. They have took my money month after month knowing I haven't had the signal I'm paying for and failed to fix the problem and left me with no service. Are we all paying a high price for signals promised that we never receive? #virginmediachallenge go check your signal and ask Virgin Media why they take money each month get you into a contract that they break yet charge you money. There technical team are a joke they can only do a handful of things, reset box, change settings back and forth and give you a new hub. The technical manager is no better he just tells you it's your home without ever being in my home and 3 engineers that have never once said it's my home. You get passed department to department to explain yourself over and over again and get no where. They would rather lose me as a customer than simply fix the problem. It's false advertising saying they can give you these speeds when they can't.

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!

Well over 10 years with firstly NTL and now Virgin Media and where is customer loyalty?
I have home phone and broadband only and they charge me £58.51 a month and tell me i am on their highest level of broadband.
Surprise, surprise I phone today to complain that I am being offered a much cheaper package elsewhere and i am looking to leave and get told that instead of vivid 150 optical fibre I can now be upgraded to vivid 200 optical fibre and they can reduce my £58.51 down to £47.15, of course this was never offered before...
To make matters worse I was phoning from a mobile abroad and advised them of that at the beginning of the call, I waited 24 minutes to be transferred from customer services to customer care who were a complete waste of time.
Once back in England I will be cancelling my account and going elsewhere, Virgin Media customer service has to be the most arrogant I have had the misfortune to encounter.

Worst company ever, I am surprised that they are still in business. The bill is increased ever year by 10% in order to provide a 'better service'. The service is constantly going down and you can be left without tv and internet for days. When you call them to complain, the advisor tries to sell you additional services. I do not ever recommend them, their broadband speed is not as fast as they claim and continuos disruption to the service is so disgusting. Their advisors are rude and the company itself delete their complaints from social media - when you speak to them directly about the faults they are unapologetic and dismissive.