Virgin Media Bewertungen 95 797

Amazing customer service from Neha, thank you!

Datum der Erfahrung: 28. Jänner 2025

If I could rate zero stars I would. The customer service is shocking. I booked for broadband as a new customer in December for installation before new year.

This has been pushed back and pushed back. When I finally had an install date set for the first of Feb they have now moved the date yet again 4 days before for the 14th of Feb. I rang the customer service number and was hung up on as I had told them the service is shocking and wanted to speak to a manager or supervisor regarding this. Rang back and was told a manager is not willing to talk to me. Was told to buy a dongle and they would reimburse at a later date.

In the end I have cancelled any plan to use virgin and will find a new provider. Absolutely disgusted at the service and as a new customer it shows that virgin are not bothered about trying to get or retain service users.

Datum der Erfahrung: 28. Jänner 2025

Please, please avoid this company like the plague!! I lost my email address which I used to sign up with Virgin a couple of years ago to fraud, and they happily took my money every month of the two years or more I have been with them. I wanted to change after my contract ended as they more than doubled my renewal price. They have put me through hell for this, no option to close my account and move to a more cheaper company. Said they would send me a code to pass security through the post, this code has never arrived and I requested one twice. The staff are unhelpful
/rude and obnoxious both here and abroad, I’ve come away from conversations with this company feeling distressed, angry and upset. Absolute disgraceful behaviour from a massive company, don’t take my word for it, just keeping scrolling through the reviews, it’s a reoccurring issue with Virgin, they don’t care about you, they just want to collect your money even if you want to LEAVE. So today, I’ve just booked a competitor to install a new line for, I’m going to rip there box out and cancel the direct debit, I’m not in contract with them, take me to court!!

Datum der Erfahrung: 28. Jänner 2025

Broadband is not working, test showing no faults, everything‘s been rebooted and still not working, so you call them for technical support and just get sent around in a big loop. Absolutely appalling you cannot speak to a human being all they do is give you this number to ring 0345 454 1111 and it sends you round and round and round and round. It is actually IMPOSSIBLE to speak to a human being! Good job my contract is up I will be cancelling tomorrow!

Datum der Erfahrung: 28. Jänner 2025

This company shouldn't be exist at all. Worse company ever. Doesn't give a proper information about installation just when the engeener show up saying the reality that he can't do the jobs because of something, something something.

Datum der Erfahrung: 28. Jänner 2025

Absolutely appalling service, customer relations is non existent, they are arrogant, rude and totally unhelpful.
Having been with them for 14 years they increased their prices so much that I called them to speak about it. They were really unhelpful and it was really hard work telling them I was leaving, they tried to talk me out of it and were ultra pushy and would not stop the price increase. I told them I was cancelling my contract on its expiry date, I was getting Sky instead and that was it. I had 6 weeks to wait, but Virgin then increased my price even though it was still in the existing contract, I had to phone them again (about the 4th time) and it’s ages getting through. They promised me a credit for the overcharge, and told me it was confirmed I was leaving them. No credit appeared, but today I received an e mail from them stating I had entered into a new yearly agreement with them at a huge price increase of over 50%. I again had to waste my time calling them, 30 minutes to get through to the rudest person you could wish to talk to, who said they had no idea what I was talking about, I asked to speak to a manager and they said “there’s no managers to help you”.
I then told them I was recording the call and was going to report them to the ombudsman, they then said “get your new supplier to contact us” !!!! I was furious and told them I was cancelling my direct debit as they could not be trusted to accept my cancellation. This is disgraceful and borders on bullying customers who want to leave, they try and make it impossible for you to leave them.
I see from their replies to other negative reviews on here that they simply ask you to contact them again, on numbers that are the same as the ones I called where rude obnoxious staff take the time to mess you about. I will never EVER return to Virgin Media, they are a disgrace. I fully intend to pursue this matter with the ombudsman.

Datum der Erfahrung: 28. Jänner 2025

Id leave no stars if i could. No way of contacting them' chat bot is drunk.
I want to speak with an advisor now or you can just cancell my order coz this is a joke

Datum der Erfahrung: 28. Jänner 2025

Swapping to Virgin and setting up broadband, landline and tv was seamless. Harry the area 20 engineer was polite, knowledgeable and patient. When I needed to contact Virgin and upgrade my phone package the call was answered quickly and the handler was very helpful.

Datum der Erfahrung: 28. Jänner 2025

Just paid my early exit fee to virgin. They only get the one star as you can't give a 0 rating. Bye bye Virgin, after having my broadband disconnected by Avonline and no help from your awful customer service ( when you can actually get through to a human) and expecting me as a disabled person to go 5 weeks without your Internet connection which I rely on for online food shopping. I am so relieved I never ever have to deal with Virgin again. Bloody awful Internet connection when it did work and bloody awful customer services. Virgin shouldn't be allowed to trade. One word of advice for other people leaving Virgin, when you receive your final bill I'd recommend paying by Paypoint as you get a receipt of payment. Proof you have paid your bill as Virgin are not to be trusted.

Datum der Erfahrung: 09. November 2024

After being a loyal customer for over 9 years and opening two accounts for our branches, I’m extremely disappointed by the lack of support we’ve received as a gesture of goodwill. One of our branches shut down more than 3 years ago, and while it was an oversight on our part not to cancel the contract, we’ve now requested to terminate the service. However, we’ve been told we need to provide a 3-month notice and will be charged for an additional 3 months after requesting cancellation.

In this case, Virgin Media could have easily authorized an early cancellation, especially since the account has shown zero usage for over 3 years. The least they could have done was waive the 3-month notice period. Instead, I’ve been given the runaround with references to a contract clause that requires a 3-month notice. Not every situation should be subject to a blanket rule like this.

As a result, I’m now cancelling not only the inactive branch’s broadband account but also our main branch’s account. Nine years of loyalty have clearly meant little to Virgin Media, who has failed to offer proper customer care. Poor service and a clear focus on maximizing profits have led me to take this step.

Datum der Erfahrung: 28. Jänner 2025

I will move home on this month. I wanted to transfer my Virgin Media broadband service to our new house, and made this request.

I then received an email which quoted my contract/bill at over double what I am currently paying (£19.58). Even taking into account the one-time transfer fee, this price made no sense as I am within my contract period.

I then asked a Virgin Media colleagye on live chat why the price was increasing. He was unable to explain this.

Given I am close to the end of my contract, I then asked if I could instead fix my contract for an agreed term close to those deals I found online. He was unable to do this. To be clear, I would have stayed with Virgin had they fixed the price.

I then asked to cancel the transfer, and what my early exit fee would be – my reasoning being that it could well be cheaper to pay until the end of the contract rather than pay an early exit fee.

The Virgin Media contact clearly didn’t understand what I was asking then, after around an hour of back-and-forth, said he would cancel my contract on 03/02/2025 – ten days before I am due to move house and absolutely not what I asked for. He also did not provide any details on what the early exit fee would be, didn’t give me a chance to discuss it further, then quit the chat.

I then began another chat. This was eventually escalated to a team manager, who also quit the chat with no explanation. I was calm, polite and clear at all times.

I was then put in whe absurd position of having my internet cut off in, long before I asked it to be disconnected, with no idea what it would cost me and no say in whether I continue with the contract.

I then wasted another hour on a chat, only for the service contact to explain my contract was in fact due to end when the contract originally expired (27/03/2025) with no explanation as to why I was told it would end on 03/02/2025.

Unwilling to deal with this farce any longer, I’ve stomached the £20 early exit charge – a fee they wouldn’t waive despite their awful service, but a small price to pay to never have to deal with Virgin again.

Datum der Erfahrung: 27. Jänner 2025

Terrible!!!
Led into a contract that I didn’t know, due to removing a service. I was leaving the country to explore the world and removing a service to my package automatically puts u in a new contract where I have paid 18months of £50!!! And they think they gave me £100 as a one off for a complaint was good enough, they have also then falsely told me my contract was til Jan 2025, when it had acc finished nov 2024 so I have had to pay 2 more months!!! And then they they offer to not charge me £37 as a last month fee, unfortunately the communication with people who speak poor English isnt in my favour because no matter who I spoke to when I rang up and x4 different phone calls due to being disconnected.:: no one answered as English, no one really helped except “jezzar” she was brilliant yet i 1000s out of pocket and they ask me if i want to reccomend virgin to anyone ahhaha! Fat chance of that!

Datum der Erfahrung: 28. Jänner 2025

Contract time has come around again, and once again the price has more than doubled! I raised a complaint as I've been with them for maybe 10 years. They contacted me to see if the matter could be resolved and then offered me their best offer of £31/month. I reminded them that any new customer who has shown zero loyalty can have a new contract at £23.50/month. I was told that £31 is all they can do. I cancelled the contract and here goes another loyal customer of theirs to a different provider. A complete joke and can see why people are leaving in their droves!

Datum der Erfahrung: 28. Jänner 2025

Contacting customer services is a nightmare. Everything is designed to keep customers away from actually talking to real people. Please don't put the standard reply on this review that there are a variety of social media platforms I can contact for advice, as I don't use any of the the ones you have referred me to before.

Datum der Erfahrung: 28. Jänner 2025

We became by default a business customer of Virgin Fibre and now have not been able to use them for 9 days. Delays in sending someone,no show,lack of committment to solve issue -which is their equipment not ours -you would not wish them on your worst enemy-steer well clear.Although we are a substantial business they have us down as residential and there seems to be no one able to correct that nor anyone who can correct the fault in their system. Today`s visit was cancelled becuse they had no one available who could use a ladder ! It worked before the 20th so why can it not work again.Will continue to post negative reviews until they fix it!

Datum der Erfahrung: 20. Jänner 2025

I would like to express my frustration and disappointment with the recent experiences I've had with Virgin Media. We set up a new account and initially scheduled the installation date for the 19th of November. However, since then, the installation date has been repeatedly changed every month through automated emails, and we still have not had the router installed. Every time I call customer service, I spend around 45 minutes on the phone, being transferred between different departments without receiving a proper solution. Today, I had to cancel a service that was never applied or installed, and once again, the process was overly complicated and frustrating. This has been a very poor and unprofessional experience. I would recommend all customers to avoid using VIRGIN.

Datum der Erfahrung: 28. Jänner 2025

I contacted Virgin media today via webchat with a XGS-PON availability query. After an approx 30 minute wait to get connected to someone, they clearly had no idea what I was talking about and stopped responding, absolutely appalling customer service.

Datum der Erfahrung: 28. Jänner 2025

Virgin media is a joke saying that I’ve not paid my bill. I paid it three times now got the ombudsman involved they said it was their mistake now I’m getting phone calls off bailiffs saying I owe virgin media money cheers for making markers on my credit can’t wait for my contract will not go back with virgin joke company

Datum der Erfahrung: 15. Oktober 2024

Unfortunately there is no option for less than 1 star!

I have been messed around from the day I placed an order, after 2 months I still have no service and have been told i have to wait 2 more weeks. I have waited in on 2 occasions (1 no show) for an engineer, when they arrived to install i was told that more exterior works need to be carried out. I then received a new order notice and request for another engineer to complete internal work.

The whole operation seem to be a shambles and the customer service are useless!

Datum der Erfahrung: 28. Jänner 2025

I will never recommend virgin media to…
I will never recommend virgin media to any customers.
I spoke to this guy. I’m mentioning his name he put me on hold he says somebody gonna speak to you. Nobody just going on going on no one answer till now Asyad Ausgur have eight accounts my business and my home. I will personally remove all of them from them to somebody else cause these are the Rubish customer service ever I see.
Every month I pay almost for £500 to virgin media but I will cancel all my contracts from them. The customer service is rubbish. They can’t even speak English there from a I don’t know what country and they are not helpful at all.

Datum der Erfahrung: 28. Jänner 2025