Virgin Media

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.

Would give zero of I could. Promised us my elderly mother could keep the number she's had for 20 years, that the hospital and all her friends across the country know, but after over 3 hours on the phone in 11 different calls and so many broken promises, they've now said that isn't possible. The whole experience has been incredibly stressful, all the time out of my working day, the utter uselessness of the staff, the fact 2 hospitals have been unable to get through, her boiler broke and she was left in the freezing cold for 48 hours because the company couldn't get through, her emergency call safe didn't work and her friends kept ringing me thinking she'd died. Horrendous customer service, appalling company. Should be shut down

Worse Company ever. Switched to virgin bacause my new property had it installed.Worse thing i ever done. Get told my monthly bill would be £68.50 per month and have been charged more. Been on the phone to them for hours to agents who are just lie to you over the phone. Stay away from this GARBAGE.

Probably the company offer the fastest broadband but the worst customer service.
If you have any problem the customer service will not help you. They will avoid taking responsibility for their mistakes and poor customer service.
No possibility to track complaints, although such options are offered. No one can tell me why it doesn't work. Cannot wait until the end of the contract.

Virginmedia is great and fast when it actually works. I have the top package and it drops out and has no Internet multiple times a day its infuriating. After being with them on and off for years I've given up and going to pay for 2 connections at slower speed as it honestly will still be better.

I have recently moved from Virgin Media because as a loyal customer they always want to charge far more than they would a new customer! I find this offensive and it shows they don`t value my custom. That would have been an end of it but it seems the advisor didn`t put the transfer through correctly so they have wanted to generate a final bill for an extra month at the non discounted rate! Should have been one phone call to sort out. I have wasted over 4 hours on 6 phone calls trying to get it sorted and each time they keep starting by trying to blame me! And to add insult to injury they have wanted to charge me an additional £7.00 for the phone calls to them that went over an hour! I hope I have finally got it sorted out! But good riddance. The broadband was ok but save yourself the pain and go elsewhere because the customer service sucks!

I was a new customer. They sent me a second-hand router caked in dust from the previous home it had been in. Took 18 hours to get hold of them and then they cut me off. Trying to cancel my contract and can't get hold of anyone. If this is how they treat new customers just imagine how they treat people who are already locked in

"Terrible customer service. Virgin Media are the worst company I have ever dealt with to leave. At the end of my contract how hard can it be to leave such a big company. Trust me nearly impossible. After 2 attempts on the phone on January 2nd I get the phone put down on me. So then I log on start the chat by text. My message was 'I would like to leave don't offer me a deal' but after 1 hour of getting messed around feeling like it was impossible to leave I agree to stay for £45 a month. Anyway a month later my bill arrives and it's nearly £200 I am fuming at this point. So again I ring the to cancel. The exact same thing happens as the first time. Twice after waiting around 30 minutes the phone gets rudely put down on me. At this point I am logged in again and chatting by text and also called for the 3rd time. The matter eventually got resolved but 2 hours of my time was wasted and I had to pay the nearly £200 bill and according to the cancellation person my final bill is £270 or something. I feel like I have been robbed by a company in the past I have had mortgages with, bank loans and still have a credit card with but trust me not for long. Its a company not to be trusted in.

I don't know why they make everything so difficult, every time I need a VAT invoice, I have to jump through hoops and speak to 5+ different people before I get them, it's just not necessary and wastes everyone's time.

VM WiFi laggy and drops out frequently. Not sure how this compares to other providers in the area but their customer service is counterproductive and multiplies the frustration. They sought out payment before fixing an issue, for a month I was unable to use WiFi as they had not resolved an underlying issue.

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

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!

I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is 'for new customers only' with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.

Maybe a bit of a strong subject, hopefully not.

I lost my hearing a few years ago and hence discovered that those of us with little/no hearing are dictated to, as to what we are able to view on all sat TV

And yet, strangely enough, I pay the same monthly rental, as those of you that have full access to all channels.

Disgraceful

My account has been locked again This is 8 times this year it has happened and the rigmarole you have to go through to get it working again is ridiculous After writing to them about this i did not get a satisfactory answer and the fact that it's happened again has made me go to the ombudsman An agent is contacting me next week about taking this forward Absolutely fed up with this happening The annoying thing is i have VM virus scan on my ipad Hate this company and can't wait for my contract to stop so i can move to someone who doesn't do this When i was with Sky it never happened VM have just allowed their security team too much power to arbitrarily do this

Horrible company! No one responses to complain, charges are extremely high! Serves us s!#@! Please, please stay away

Still no Netflix after 6 weeks of trying. Virgin now tells me to contact Netflix direct. After talking to Netflix, I'm told Virgin has cancelled my subscription.
What a joke.

Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don't care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.

Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.

My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
In the meantime money has been taken from my account for billings and services I am not even using...
Currently, I am looking for ways to legally seek my rights.
Avoid this company they are frauds and will give you only extra trouble and problems.
They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...

Compleat rip off
Took out internet with virgin which was advertised as no installation fee they then tried to charge me £80 for installation, when I contacted them I could only get through to a Indian call center who were extremely unhelpful. Eventually I made a complaint ant they removed the installation fee but thry refused to send me a correct bill and insisted I had to pay the bill that was originallyvsentv (that included the installation fee) then they would remove the amount from a later bill but would not put anything in wrighting. Then they added a late fee charge into the bill because they refused to send the correct bill

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

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