Virgin Media Reviews 

Tried to charge me nearly 700 pounds for an early disconnection fee even though I made them well aware within the time frame I was leaving them. Genuinely the worst customer experience I have ever received throughout my time with them hence why I’m leaving and I’ve never once had an apology from them. Avoid these scumbags like the plague.

Virgin need to to transform and upgrade their customer service.
Virgin used one line to provide service to three properties in our building (including us) when each customer should have their own line! So when one switched everyone else's Internet died. Virgin's customer service line did their usual and though I tried several times, answering questions honestly just meant you got told to use their website, a "goodbye" and then the line was dropped. No-one there to speak to. I arranged an engineer to visit using the website but it was 6 days till the earliest appointment. On the day of the appointment, within the appointment window, I received a voicemail phone message saying the appointment was cancelled and delayed till a further five days later. Just awful service. I tried customer service a few times but yet again only got a few "goodbye"s and dropped lines. All the while no Internet at all.
By the time my wife tried the "customer service" line and just shouted "complaint" to every question the game was up for Virgin, long gone, over. I had already phoned Vodafone, actually got to speak to someone and arranged to switch.
Oddly someone then, for the first time, answered the Virgin line even though my wife's "complaint" statement was not an answer to any of the questions! The person then attempted, at some length, to refuse to acknowledge or record the conversation as a complaint. It was transparently part of a device to mislead Ofcom, their regulator, by pretending complaints are far lower than is actually the case.
Virgin had nothing to offer anyway and Vodafone are half the price for us. However, though we had no Internet, they attempted to charge us over £600 for connecting to the internet elsewhere (in an Orwellian stage setting they called it "disconnecting"). This try-on was withdrawn when we said we will, obviously, be going to Ofcom to complain about it.
How are Virgin allowed to carry on like this? In the near term it's more of a billing operation than an Internet service provider. In the medium term it won't be either without major changes.
Again, they need to come clean with their regulator, invest in customer service, invest in their engineering, have people that want to run the business like that, start to rebuild a broken company and, eventually if they want to stay in business, rebuild trust.

DO NOT go with these absolute jokers, easy to set up, impossible to cancel or get a hold of anyone, engineers don’t show up, websites and apps don’t work, cancelled before they even installed anything, utterly useless.

i am with virgin media 15 years.
last few years i lost 3 days work pcm due to no wifi.
these were planned engineering works but found out they pretend its an unplanned outage. i am leaving them 80 pcm for nothing but hassle

RUBBISH SERVICE

I have been trying to return my hub for more than a week now. Two of their agents assured me that the return kit has been dispatched. I just spoke to a third agent two days ago. He told me it hasn't been dispatched yet and I will get notified once they dispatched it. It's been two days and still nothing. It feels like they are prolonging the process so they can make me pay the fee for not returing the hub on time. Extremelly unprofessional and unhelpful.

If I could have given no stars i would have. I was with virgin media for four years they doubled my price and encouraged me to make my partner to take out a new customer deal. They messed up my package and my TV hasn't worked since I've had it. Now I can't get the new customer deal despite them messing up. My whole family are stressed and I've waisted alot of money in phone calls

After 5 years and willing to extend for a reasonable price was later told my price would increase to £140 pounds (my contract was £85) this was a huge shock - the company is selling similar packages for £80 pounds to new customers. During the negotiations I was given a £90 pound quote but had to remove one of the services. Shocked how they can disregard a loyal customer.

Worst internet ever hope this company dies

Generally a good service, but goes down about 1 day every 1/4 of a year. If you have a substitute for the day, then worth getting, otherwise try another.
Down again today.

Terrible service, I will never ever use this awful company again
I am paying for internet that does NOT work. I have no internet at all. Customer services is the worst I have ever spoken to. They say they will resolve my issue which has been going on for weeks and nothing has been done.
I do NOT recommend this company at all
The ratings say it all

After getting evicted i needed to cancel my wifi, I assumed i would be paying some form of late fee but I was not expecting the charge to be £600!! Despite being a customer for nearly 4 years. They said this fee is not up for negotiation. For additional context the monthly fees regularly increased to the point that their slowest contact was more expensive than their competitors fastest contract. STAY AWAY

I'm frontline member staff. It's come to the point of that your services are overcharging staff members are rude. The customer service is absolutely disgraceful. I was signed into a contract of 18 months in march last year. They're telling me I still have 8 months and 22 days left. When I told them march this year would have qualified for 12 months. They're telling me I still have 8 months left. And I signed up in July more lies I don't know how that is because it does not add up. I will not be paying my bill and I will not be paying further bills I have now left as a custom

I’ve been with Virgin for years- home phone broadband and tv. They’ve been okay but in recent years really difficult to contact. I contacted them to tell them I’m moving, they don’t cover my new address. So then they charge me £1210. for “early disconnection fee “ Obviously i appeal they say they will refund me, but they take payment anyway and it may take them 45 days to refund me. I imagine they will hope I forget/wont chase them. I spent hours sorting this out- on data as still no broadband- and then they threaten me with a charge of £130 for not sending back their equipment. I spent ages sorting that out too even with proof of purchase. So angry and disappointed

Chat bots take you around in circles. Next to nearly impossible to cancel the contract. Automated bills that you do not owe. Never again!

Awful company. Never works. Pay £120 for rubbish service. Would not recommend this company at all for any TV or Phone provider Totally unhelpful. No TV for 3 days. Won’t send an engineer out until 2 days later. Now looking for a new provider. Enough is enough. Time to go!

If you ever try to leave Virgin Media it's akin to wading through treacle - rather sticky. After at least 6 calls relating to cancellation and returning their kit I was still receiving a monthly bill and collection agency letter! It's Customer service incompetence in the extreme with this company. I would never return to Virgin Media after this experience alone. Their prices were my initial reason for us leaving, but this poor customer service has cemented my decision.

To top it all I have just tried to complain about their service on their website, but a message saying "Oops, looks like something's gone wrong on our side. Please try again" popped up with a sad face emoji! You couldn't make it up!

spent ages on the phone and their chat service.phone was cut several times and chat service leads you up and down the garden path for ages with question after question and then more questions! still nobody to talk to.this is without a doubt the worst company i have ever had the misfortune to deal with.
what starts as a call to clarify some issues leads you nowhere (obviously designed to frustrate you so you give up ).ALL avenues lead to pay pay pay,absolutely no assisstance availailable.there is NO customer service at Virgin Media

I was with virgin for about 4 years, and I have to say the product was very good, and I got a good discount along the way.

However, when I moved house, and they could not supply the services at the new house, this is where the problems arose.

They agreed to waive my fees, but asked me to return the kit, and I agreed to do this, however it was impossible to communicate with them, and I had to raise complaint after complaint as the customer service team could not handle basic instructions. This eventually ended up affecting my credit rating, because they consistently said one thing and did another.

I have got my credit rating corrected by virgin eventually, but I have spent 20+ hours on this getting it resolved, with virtually every one I spoke to, not having the training to deal with the issue I faced.

You do need to back up the product with some sort of service, and this was very very painful.

Will sting you whoever you leave,gave them a months notice,still charged me £85
Will never use them again