4,684 Customer Reviews over 118 pages
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2022-05-15
- Comments
-
***Please avoid at all costs***
The speed and reliability are OK, but the customer service is truly dreadful. You'll get your deal and then 18 months later you'll have the worst possible experience trying to renew, and you will end up paying a lot more. Please read the other reviews. This is the the first complaint I've ever written online, but I've been trying to get through to them for about 3 weeks now, and when I finally do get through, I just go around in circles trying to get a decent new contract sorted.
Please avoid, there are many more suppliers that offer better customer services. I deal with many broadband connections for my customers, and no others are as bad as Virgin.
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
-
Had an issue with bt sport with tyson fury vs dillain whyte boxing fight. I paid nearly £25 and hadnt been able to watch over an hour an half 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 issue, 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! Speed reliable but services expensive and the price creeps up constantly and staff seem to lie about charges just to charge you anyway. I'm now ending my contract this month and I have been a reliable customer for 2 years now. They don't look after existing customers it's all a scam and the price goes up in contract to. I was paying 50 odd pounds a month now 63 (same service) now I'm out of contract 83 ?! All I ever use is the WiFi and I get stung for a TV package of rubbish repeat freeviee channels. Its basic and a con. Wouldn't recommend virgin
- Location
-
- Location
- Darlington
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
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Absolutely Appalling customer service on trying to renew a broadband deal. Two phone calls lasting approx 1 hr and cut off at least 3 times. Eventually put through to a "retention" team and agreed a price. I told them I would ring them back after working out my finances, only to be told that there was no record of that call and that the package would cost £10 more than agreed.
AVOID Virgin Media at all costs - they are rip off merchants and the most unprofessional company I have ever dealt with.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
-
What more is there to be said about Virgin Media, the WORST TELECOMS COMPANY on Earth !
Never again will I use their service, total rip-off at £79 a month for a renewal. I just signed up to 5G from Three and every device in the house, 27 devices, is working at full speed without any problems, the cost £21 unlimited data, beat that Virgin.
- Location
-
- Location
- Hove
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
-
AFTER 10 YEARS My bill suddenly jumped to £52pm. Called customer services and after being put onhold for 40mins and forced endure an increasing level of incompetence I decided to leave. Bye bye virgin and hello BT
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
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Got a problem with your Virgin Broadband. Forget about it. Absolutely forget about ever getting through to this modern day criminal corporation.
Virgin has made it physically impossible to get through to anyone. Nobody will have the mental resolve to get through the hour long or so wait on their annoying trash music phoneline, and if you do, you will simply greeted by somebody in a far off call centre trying to upsell you on to a more expensive package rather than solve your issue. Nice work Virgin, absolute perfection in shafting the customer in favour of your bottom line. Expect this from the likes of talk talk, but not from you. Terrible.
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2022-05-10
- Comments
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I would happily give zero stars, in every way for everything.
My late mother had virgin and she unfortunately passed away in December. I call to notify them in January and was given two options. Either carry on with her existing contract OR become a “New Customer”. As she was a long standing customer she managed to secure a very good package deal. So I agreed to continue under those terms and gave over my bank details.
However it has been anything but a smooth ride.
Having to make contact, on average; monthly, as the direct debit amount was not correct and/or services not working.
This came to ahead in March 22 when I received a bill for double the agreed amount. I called and was informed that the amount to be debited from my account was not that amount, this was showing as they had not made a manual credit adjustment in time.
Direct debit date comes around and they take that larger amount.
I called again and demanded my money back. I was directed to make an Indemnity claim at the bank, which I did.
Then in April I received a bill with an even larger balance.
I was persuaded by a virgin media sales rep that all my problems would go away if I took out a new package as I wasn’t actually on a contract - which incurs a charge, there was no direct debit set up - which incurs another fee.
So I set up as a new customer and there was a very detailed conversation about amounts to be paid and credits and account closures.
Suffice to say I sought another provider and had them come and install actual fibre to my property, not a glorified broadband speed.
To then be told that it’s virgins standard procedure to charge a month in advance.
This was never outlined to me at all during an hours telephone conversation.
So I called to close everything down. And even though I’m not in contract, or at this point, even using their service (every virgin piece of equipment was unplugged and set to the side) and that I would need to arrange for their equipment to be sent back or they are going to charge me £65.00.
Cut to now. Having spent 36 hours in their chat queue and it is only now that o have managed to get a complaint officially raised.
I am now left with a motorways length of cable at my house which is draped through my guttering, stuffed under hedges and worse - a tripping hazard as pointed out by the new providers independent regional installation team. No wonder the service was so shoddy it was never installed properly.
I will never have any Virgin Media product in my house again. And now they have merged with O2 - with whom my family have been loyal customers for years. We are also in the process of switching all mobile contracts and services to another provider. I will now actively discourage people to sign up with virgin media and I will leave negative reviews at any given opportunity so that people are aware just how this disgraceful and inept this organisation is.
BEWARE of virgin media. They are quick to take your money and make their demand for it. But if you have a problem or complaint you will passed from pillar to post and heaven forbid you suffer a bereavement.
And here is the real kicker ladies and gentleman - after all said and done. They are insisting that once the closure is complete I will still owe them £40.odd.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2022-05-09
- Comments
-
Speechless.
Virgin Media are in breech of contract, they cancelled our services without our consent because someone else has managed to create an account using our address. Possible fraudulent activity. 30+ phone calls to all their different call centres. Letters sent. SAR's requested. 6 weeks with no internet or TV services. Early disconnection fee charged - £180+. Complaints made and not recorded or actioned. The UK customer service rep today was SO rude to me, and was actually the worst and least progressional and most manipulative person I have ever dealt with in my life.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2022-05-08
- Comments
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Terrible customer service - for the entire 18 months of my broadband contract my bill was higher than what had been agreed. I would have to contact customer services each morning th to complain, be given assurance by the agent that it would be resolved by next month the bill, then next mo th nothing would have changed and I’d have to contact them again.
They refuse to open up a formal complaint, which I’m pretty sure is illegal. You can’t complain to Ofgem as they won’t deal with individual cases, so you are stuck with this for the remainder of your contract.
Do yourself a favour and choose a different broadband provider with a company that actually cares about their customers.
- Location
-
- Location
- Bedfordshire
- Reviewing
- Virgin Media
- Date
- 2022-05-07
- Comments
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No real issues with the service, but very disappointed about how they treat customers. My contract was nearly up so I rang 3 weeks before the contract ended and signed up to a new contract for 18th months. Should have been a smooth process, but some smarmy sounding a-hole seemed to take pleasure in telling me I didn't give them 30 days notice, so my bill sky rockets up before the new contract kicks in. What a scummy way to treat loyal customers who are choosing to stay with them.
- Location
-
- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2022-05-04
- Comments
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Customer service is utterly hopeless. I cannot get a response from them about anything in less than a 40 minute phone call. They are expensive. They take loyal customers for fools by offering new customers deal at half the price.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-05-04
- Comments
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Worst company/broadband ever. Avoid at any cost. Trust me they will rip you off!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-05-03
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-05-01
- Comments
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Actualy for the speed and its reliability cant complaint much as its been always solid.
The customer service on the other hans doesnt exist. You need to wait 30min to be heard on the phone and then their service desk is the most useles on earth. Ive been with virgin for some od 8-9 years and i had enough of them. The contract i sign with them they constantly charge more and more. They dont give deals to people who use the Virgin networ already, that they give to new customers, wtf is that ? Quit and look for alternatives
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2022-04-30
- Comments
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###Avoid at all costs###
This company is robbing people after changing my location they automatically decided to extend my contract and change my package without my acknowledgement before moving house I gave them three locations and they do they told me we cannot provide fibre broadband so can I end my contract now you still have to pay for your contract I finally found a property which I can provide fibre broadband and I’ve changed my contract without my acknowledgement from £28 to £52 Who pays that amount for broadband nowadays fck joke.
I cannot believe this is how virgin media does business i’ve been arguing for the past of one of years to resolve this they keep telling me yes we have Applied the discount back to account every month I’m just getting the same amount of built over and over again
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2022-04-29
- Comments
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One of the worst company you can be in contract with cause if you do they start charging whatever they want. If you don’t want to go skint with their prices choose any other broadband. Oh and service is so sh**it that it doesn’t work in the same room as the router. Worst customer service and poorly speaking staff. Avoid please avoid I can’t give minus 1 start otherwise I would.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2022-04-28
- Comments
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This is the worst experience i have had dealing with a company. It is impossible to get hold of anybody. They blatantly don't employ enough staff and have decided that frustrated customers is worth the extra profit.
If you can avoid using them do. Absolutely awful.
- Location
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- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2022-04-28
- Comments
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The technical support is useless, we had to explain to them how DNS worked. All they tried to do is sell us a more expensive package as if that would solve a DNS issue with their hub.
Tried to cancel and it took 16 hours of people trying to sell us rubbish we don't want or need when all they had to do was cancel our out of contract account. Absolutely focus on profit over customer satisfaction.
Lastly although the download speed is 20mg faster than others you pay double for that and the ping time and upload speed are much worse. It's a con.
Avoid at all costs.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-04-28
- Comments
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Internet more often than not doesn't work. We spent the last few months with the internet speeds at 150-200kbps instead of the 200mb we were paying for. That's almost a thousand times too slow! Now it's completely down and both my mum and I work from home so are stuck. Disgraceful service
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-27
- Comments
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The customer service is so bad it caused me to leave
- Location
-
- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2022-04-27
- Comments
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Everything about them is awful. Chose them over BT, regretting that decision but stuck in this contract.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2022-04-27
- Comments
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Service set up 1st Feb, engineer booked 5th Feb, cable wasn't working so just router fitted n cable repull scheduled for 18th, then cancelled again n rescheduled till 3rd March, that got delayed to 18th March. 18th March comes by, no engineer, rang up only to be told to speak to construction team, who said it'll be done within a week and that half the work has already been done. It's now 27th April, over 3 months have gone by, I am without any Internet, and no one is telling me when this work will be done, the construction team says my account only came into their systems 4 weeks ago and they can't confirm a date when the work will be done. The customer service team says they can't even try to book a date as they aren't permitted to. All they could do was file a complaint. I'm still being charged per month for the service even though I have no Internet. I do NOT reccomend virgin media at all. They are useless and do not even try to provide help, half the customer service agents don't understand what you're telling them.
- Location
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- Location
- Deeby
- Reviewing
- Virgin Media
- Date
- 2022-04-26
- Comments
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Absolutely a waste of time ring them atleast once a week after wifi cuts out constantly then can't connect and even when it is connected never get quicker than 20mbps on one of there highest packages Absolute joke
- Location
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- Location
- Hamilton Scotland
- Reviewing
- Virgin Media
- Date
- 2022-04-22
- Comments
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Not a happy camper, my TiVo box started to break down so I phoned customer service at first I asked for a new v6 box witch I should’ve got when the contract started not even a year ago, but she said because I’m in a contract I would have to pay for the new v6 box I contested that but to no avail, so I agreed and payed for £35 because of that she would send an engineer to connect it saying it would usually cost £99 but wavered it but now there’s no engineer coming it’s getting delivered by yodel so I will have to connect it myself she said she would raise my broadband speed up to 500mb But I pay for 350 mb anyway tried my broadband speed it’s still the same,she did send a SIM card worth £50 but it’s no good to me it’s a different email add, what a sorry state of affairs with customer services I’m seriously thinking of going with another supplier and been with virgin for around 12 years, she asked me to Wright a review for her on her performance but not now abbi abbi Sarah.
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2022-04-22
- Comments
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Constant harrasment from virgin
The guy who picked up was brilliant..
Customer service couldn't stop the calls, emails, texts and letters to harrass me on an error that VIRGIN made. Either procedures are limiting and not customer focused or the company doesn't care. Bought virgin as was sold on their world class speed internet.. had nothing but issues and it's anything but world class! Constant drops, speed lag and excuses. Been told multiple incorrect things when I got in contact to solve the issues or complain.
- Location
-
- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2022-04-20
- Comments
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I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2022-04-20
- Comments
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i was with Virgin a few years ago,i would give them a other go,what a wast of time ringing them today,i talked to nice woman on the phone,i passed there test to have virgin,even the boss of virgin help me today,the man i talked to the other day failed me on the same test,and blacked marked,and missed up my good credit rating,i am planning to talk to CAB,and talk to my mp about this matter,i want this to goto court,virgin are still going down hill,and most of the staff are rude and out of order,keep away from virgin,find a better one to go with.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-19
- Comments
-
Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….
I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
- Location
-
- Location
- Dorset
- Reviewing
- Virgin Media
- Date
- 2022-04-16
- Comments
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The most ignorant support ever going, i had notified them by phone of the lousy b band that i was getting, over a period of 3 months, i cancelled the service when they told me that they would give me the fastest b band for the same money, i did not want this, they are obviously aware that the speed of b band they advertise is not true. trading standards and Ofcom should get involved, i cancelled my b band giving them more than 30 days notice, they then put on my credit file that i was a bad payer, that is yet another lie. I will never use them ever again. to add insult to injury they demanded that i sent the modem that i was given for free when i joined 2 years earlier.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-04-16
- Comments
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The speed is very good although I did experience lost of WiFi for no reason on occasions. My main complaint is that there is ZERO CUSTOMER SERVICE, if you have any issues at all be prepared to wait, a looonnnng time, if you require to speak to someone more senior than a call centre assistant forget it, 5 calls requesting a call back due to being over charged and nothing, the best bit is that the assistants I speak to don't have the authority to sort it out! Unless you are planning on staying with Virgin FOREVER, DONT BOTHER, TERRIBLE!
- Location
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- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2022-04-15
- Comments
-
I have had the worst customer service experience with Virgin Media I have ever experienced. I called complaining about a WiFi issue and was told they would put this through to Ofcom and if they could not resolve the issue within 30 days I could cancel my contract without an early disconnection fee, I was then told after 30 days when the issue was not resolved several different reasons for why they would still charge me for an early disconnection fee. These included that they handed booked a technician to come out (which I had not been told needed to happen), that they had not logged the call, and that they had not put this through to their ofcome team. I was then told I could cancel with no early disconnection fee but to give them 30 days notice, when I complained about this I was told they couldn't give me a disconnection fee. I have spent over 10 hours on the phone to them over the past month and have never been spoken to so rudely, at one point I had them shouting "do you think I'm lying to you" down the phone to then realise that he was wrong and say i can now "see why you're saying that". I have been told they have put 3 complaints in but they have only been able to find records of 2 of these, I have been told complaints have been closed then I have been told the same complaint is still open. I have been promised several call backs from a manager, non of these have happened 2 weeks later. I have been put on hold without being told, I have been hung up on, I have been told they have called me and I did not answer when they have not. My issue has still not been resolved, and the only way I can easily resolve this is by paying them 160 pounds (a number that has gone up and down the several times I have spoken to them) or to continue paying for Internet that barely works. I wish I could give them 0 stars.
- Location
-
- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2022-04-15
- Comments
-
Lost broadband service for over a month. Repeated calls to a customer service centre who are incompetent. Told there was an intermittent signal problem in the area and that engineers were working to fix. On the 7th call I was able to speak to someone who was in the UK and an engineers visit was arranged the next day to the house and fixed. Told I would be entered into the Virgin Automated Compensation scheme for £8.06 per day for loss of service . Virgin Media refusing to acknowledge this and my case is now with the Ombudsman.
- Location
-
- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2022-04-14
- Comments
-
Absolutely terrible service. Unreliable. Unresponsive. Save yourself the trouble and go with someone else.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-13
- Comments
-
I've experienced nothing short of horrific customer service over the last few days.
I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…
This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.
I had to be passed around 3 diff departments / 1hr call to troubleshoot.
I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.
At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.
I’d already been charged ~£40 for April for—at this point—a non existing service.
I found a much more competitive package at Vodafone and signed up.
I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…
I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.
Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.
Apparently someone was going to phone me back (of course they didn't).
At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.
There is absolutely no way I am going to waste my time calling them or ever using them again.
- Location
-
- Location
- London SE22
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
-
Once they have you, they do not want to let you go!
VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM’s strapline is “stay connected” and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
I am not the first, and probably not the last, Trust Pilot have 61% “bad” scores for Virgin Media, so I would strongly recommend you go somewhere else.
- Location
-
- Location
- Ng44fd
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
-
Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
-
Shocking service not worth the money
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-04-08
- Comments
-
Truly the worst customer service in the world...if you want customers service to treat you with disdain and being awkward and unhelpful the go with virgin media.....YOU HAVE BEEN WARNED
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-07
- Comments
-
Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
- Location
-
- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2022-04-07
- Comments
-
Terrible customer service is none! They have good services and most of the time reliable but if you have a problem your on your ear they do not care. I’d say but the service it’s self is good but then I think actually it isn’t because they make you pay for it and there are better companies that have good services but also actually care amount customers and not just profit margins I would never recommend this company
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.