Virgin Media Reviews 

Worst company ever to deal with. Ring three times cut off. Asked to upgrade boxes, on screen, due to service ending. Upgrade requested, engineer came out, no equipment. No equipment arrived asked to wait 2 weeks. No equipment arrived. Further 3 hours trying to get this resolved and be told I should be paying more but he will try and get it for me at no cost. This is supposed to be an upgrade at your request. If it wasnt for the fact everyone of your customers was tied to a contract I imagine everyone would leave. - You will no doubt reach out to me and ask me to contact you to discuss, which as we all know will be something that means you will lose the will to live on this earth and you will make it really hard to navigate the WA experience which should be quick, you will guide me through a range of options, none of which relate to a complaint and / or resolving my issue, pigeon holing me into anything but resolving this and yet by replying with a message stating you wish me to contact and resolve, you know damn well that no one will, because we are totally wasting our time.

House sitting for my daughter who has just purchased a property. Engineer booked to visit. No show and no explanation given. Speaking to my daughter has had a poor service from the start.
I tried to contact customer service on her behalf and the agent was extremely rude. I guess no shows from engineers are unavoidable but it's amazing how often this seems to happen isn't it. Another wasted leave day.

SHOCKING. I contacted Virgin Media to move home and had to speak to 4 agents via Chat and make 5 phone calls over 3 days to get anywhere and I have been completely messed around with engineer appointments.

First agent whom I reported my home move to, asked me to contact them again in 2 days time to report my move (with no explanation why)?

Second agent booked the engineer to come out 2 days before I was due to move in to my new property (house is vacant - no one would be living there whilst services would be getting installed which I informed him of), he provided a number to call to re-arrange which was no longer in service.

Second agent thankfully provided correct number - called up and had my appointment rebooked for the date after I move in - PERFECT! Only to receive an email of an appointment booked for 10 days after I move in (??)

Spoke to a third agent who said the appointment the day after I move in was not booked and never existed (??), took my complaint and said she would call me back on Monday dinner time - no call was received (shock).

Called up and spoke to a 4th agent who booked a "priority engineer appointment" for the day I move in 1pm-6pm, I asked will I receive correspondence of this appointment which she advised "Yes, you will receive an email" - no email received.

Called and spoke to a FIFTH agent who said this appointment on my moving date AGAIN was never booked. I was placed on hold and after being on the line 21 minutes and being on hold, the agent hung up.

Tried calling back, to which the fifth agent called me back to confirm there are no sooner appointments and nothing that can be done.

I am truly appalled, having to pay a £20.00 moving fee to be messed around, receive disgraceful conflicting customer service and be without internet for 10 days!

Will be leaving Virgin Media once my contract runs out.

Can’t leave a negative star, of which Virgin media duly deserve.
By far the worst example I’ve ever had with a company. Lose broadband for over 10hrs a day. They know the fault but have made no attempt to fix it in over 6 years. Obviously predates my 3 months of appalling service. Customer service is a maze of deceit that has no resolution. Never ever go near them.

There has been a virgin media outage in my area SW3 5 for four days as of now. Impossible to get through to their customer service by phone even after waiting for over 45 minutes. As Utility serving a major service Virgin should not be allowed to have outages that last for days and should have installed proper redundancy. This is causing major problems for me and I’m sure many others. Frankly it’s a sheer abuse of Virgin’s customer base and trashes their whole brand. Shameful. I’m switching.

They sent out a new box 360 it's called it doesn't have any function such as recording your programs also you cannot fast forward the adverts it's actually useless i wouldn't recommend anyone to take this box it's going backwards in stead of forward i can't record my soaps and if I watch them live only get part off the programs then the box switches over to another chanel and they refuse to take it back

My installation was smooth and effortless. I was updates on a regular basis and was up and running within a hour of the engineer arriving at my property. The engineer himself was a true gentleman! Very friendly, attentive and informative. Basically white glove service from him (⭐️⭐️⭐️⭐️⭐️)

Had been a virgin media customer for 20 years just kept increasing prices and would not let me reduce my package or renegotiate a new contract at a reasonable cost. When I found a deal elsewhere at a quarter of the price they were charging Me they charged me for a month's services but cut me off early before the agreed switching date. Will never have anything to do with this company again and would advise anyone to steer well clear of them.

Whatever you do , do not buy this product the customer service is absolutely awful . Thus company should not be trading . Trading on the back of Richard Branson . Think he needs to get involved to save his reputation

Rang my dad who has alzheimers and deaf and got him to change his media box to one that doesn't record. Also sent him an O2 sim for his mobile even though he has a 2 year contract with O2 via tescos.
They're disgraceful.

Price is competitive. But serivices are unreliable and customer service is appalling.
I have called twice to book an engineer appointment as the service keeps going down. They confirmed the appointment to me both times by phone but never show up. Then they say that the have fixed this remotely, which is untrue, and never tell you that the appointment is cancelled.
I had them 12 years ago and got so upset with their service. I see nothing has changed.

Horrible internet quality, avoid at all costs

Just shockingly bad.
Having been a customer of Virgin back since the days when they were NTLworld I should know better than to use them again. To be fair - when it works it works well and that’s my only loyalty to them. It just takes inordinate effort to get to that position.
Tech teams make promises they have no intention of keeping and quite frankly don’t have the tools to answer most questions. Virgin have no appreciation of brand loyalty unless you threaten to leave, then you can get great discounts. Ubiquitous scripted support teams which have no understanding of the problems or possible solutions.
If I were looking again, I’d go with an Altnet FTTH company and get better, knowledgeable service.
Just bad.

Only giving one star so I can leave a review. I have been trying to log in but it states there is an error, I have tried resetting a password, and there is an error, I have tried phoning and there is an error, and I have tried the online forum and surprise surprise, there is an error. The new AI Cara leads to frustration and anger. I want to cancel the account, but there is no way to do it successfully,

Salesman rang up offering a lot cheaper deal than Sky on my broadband and tv services, told me there is nothing for me to do as they will organise the switch over of my broadband and tv services agreed and took the broadband and tv package, cancelled direct debits with sky and got an email from sky a month later saying the tv service is still active investigating further the termination charge was £436, Virgin could only apply a credit of £250 so £186 down on so called saving money switching, avoid these scam artists at all costs

Wifi went down for days randomly do not pay for this unless you want to waste your money

I phoned up over a month ago to cancel. Got the AI call handler that asked what i wanted. Because i didn't say the correct words It read me the help files from the internet while i shouted at it to shut up. Back to the 'menu' again i didn't use the correct words to trigger the correct response so i got to listen to the help files again, then back to the 'menu' and the ai listed what phrases i could use... In other words it was a menu system where the options were hidden.

I'm on a pay as you go phone and generally i lose excess phone credit every 2 months. But on a call to WM im watching the credit total drop. the jazz cycle on hold is about 15 pence.

When i finally got through to a human told them i wanted to cancel at the end of contract 9th as there are 2 cheaper , faster options available to me.
They refused to cancel and told me it was all done now with one touch switch.

New provider installs on the 8th. VM contract expires 9th. A week later i find VM is still live.
I had to top up my phone before the call and im back down to £2 after the call.

Somehow the one touch switch didn't occur and the customer service were telling me i need to contact the new provider to get them to contact VM to cancel ( meanwhile wn earn for the days it'll take to process)

I had to point out that i the customer gave you 30 days notice of cancellation ( as per terms ) which you ignored and i want it cancelled now, forget who's issue with the one touch just cancel it now. I was having trouble not swearing.

The individua customer service staff have been fine, but the service is slower than competitors , near double the price now and the web pages have been tweeked to make contacting near impossible ( the online chat to cancel doesn't load ) and all the origional links to customer support reroute to the help pages.
The customer support lines are very expensive and the phone menu is obscured by an overly chatty large language Model chat bot which it never needed.

Ive used VM for years as they were the fastest at the time and with the box directly outside my house the only issues ive had were when council lawnmower guy cut through the cables becasue they wern't buried deep enough and when someone else joined and the lazy engineer just disconected a port(mine) to plug the new customer in. Both took days till engineer came out to fix. Also latest router was way faster than the old gen 3 i had for years but a bit spotty on wifi sometimes, since im dyslexic my pc is hardwired in so was not an issue for me but guests had trouble sometimes. i only noticed if a call was coming through wifi and cutting out 5 ft from the router sometimes with nothing in betwen. Not often enough for me to be worried but would cause hassle for people using tablets , laptops and phones for the internet.

Other than that vm was reliable and having been with them 15 years + negotiating comparable contracts each time mine came up for renewal wasn't too bad, but that started to change after the O2 merger, best price i could negotiate this time was £8 a month higher than competitors ( without the negotiation nearly £30 higher ).

I think they are trying to recoup costs from the merger by inching the prices up at a time when full fibre is all installed and plenty of firms can provide it so keep the prices down. I wonder if Virgin Media will still be around in a few years time if they are driving customers away. Might be why they don't cancel contracts when they are told.

I was recently looking into Virgin Media's pricing and received a call from "Jake" in the new business team with a promotional offer. When I politely declined and mentioned that I was hesitant to join due to their poor Trustpilot ratings, his professional facade completely vanished.

Instead of addressing my concerns, he got frustrated, took it personally, and actively insulted me. He told me I was "uneducated and factually incorrect," claiming that Virgin Media is the least complained about company in the industry.

If this is how their new business team treats potential customers who are just trying to do their research, I can only imagine how awful the actual customer service is once you are locked into a contract. Absolute sour attitude and zero professionalism. Avoid.

Very straight forward process, Engineer was excellent