Virgin Media Reviews

Anyway about to leave Virgin after 18 months, during contact mostly smooth sailing.
Gave notice to leave when contract end.
For some unknown reason £7.50 late payment penalty was slapped on for no reason D/D was spot on 6th like every other month.
Took 5 hours to get it resolved via app,live chat,WhatsApp.
They agreed to refund original £7.50 + £9.30 compensation.
Week later checking app again No sign of agreed credit.
Going to spend another 4 hours on WhatsApp.
How on in hell are they running a company?
Thanks God (I am Atheist) I've got one foot out of the door
6th November update:
Again after long protracted WhatsApp chat nothing resolved,
Asked to wait further 48 hours for resolution......

I have been a customer of Virgin Media for far too long. It has always been expensive at £80.00 per month but the service reliability and customer service has collapsed completely in the last year. The last in a line of debacles has been the last week's email outage. I have been unable to contact Virgin Media in any way known to humanity for over a week and am now actively searching for something better! 👺

I have had VM for over 10yrs while it was great, it has never always been smooth the whole time, in the last 2 years I will have no internet for a day or so a couple of months for no reason, and 80% of the time I'll never get the speed I pay for (e.g. Gig1 I'd get between 200~350Mb if I am lucky) their customer service is a nightmare, they say they look into it, but never do, you have to follow up, my hubs had to be replaced 7 times in 2 years period because of issues (hub 4), and then if I am disconnected for more than 24hrs they say there is compensation, but I never had anything from them, just lies, they ignore you unless you follow and call them back when issues are still present.

Over-priced for speeds you never truly get, and their excuse is that my equipment is at fault (which isn't and showed them proof), I had enough of their pitiful upload speed, just pathetic.

The biggest reason why I stayed that long with VM, was there were no other providers that offered such high-speed connection, the likes of BT/Sky etc.

I terminated my contract with VM and boy am I glad, I have to give credit to the termination team, they were delightful to deal with, which is surprising, I thought they would give me hard time and try to offer me some deal (just want to out), this has been my problem with VM, I hope no one else has it.

Support is the real problem. They use foreign call centres and the standard of english is pretty hit and miss.

High pressure sales is also a big problem. The initial price is good and there are some good deals available. But you _must_ renegotiate at the end of your contract term. Even then, they will raise the price a few months after the start of contract so you need to chase them for price again.

I didn't have any problems with the network itself which I just use for browsing and video streaming. I don't like the political filtering but that's not their fault.

Virgin media offer the worst customer service I have ever experienced.

They ignore your complaints, closing them without notice.. Their call centre team managers are arrogant and rude and their Web chat team are next to useless

AVOID AT ALL COSTS

Possibly the worst internet provider, at least in the UK. They have too many customers for their equipment to handle, which leads to really slow speeds and horrendous packet loss when trying to play any online games. Customer services don't care and usually hang up on you.

PLEASE NEVER ENTER A CONTRACT WITH VIRGIN MEDIA.

I have moved and the Virgin Media team have lied to me repeatedly. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.

When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Refuse to help or explain.

There's no doubt that Virgin Media supply the highest widely available speeds in the UK (and probably Ireland). I have the M200 package and have consistently high speeds of 220-222mbps. Upload about 21mbps.
Unfortunately also there is little doubt they have the worst (apart from probably TalkTalk) customer service of any any ISP. The Off-shore Call Centres are so bad they deserve minus stars alone.
My suggested VM Golden Rules:
1 If buying a package, only sign up to vouchers/cashback via a third party website, never anything verbally from VM.
2 Brace yourself for the "hidden" £35 Activation Fee which appears when you have completed your order even if you have opted for "free installation".
3 Transferring an existing landline number from the Openreach network to VM is very hit and miss, even if you have opted for this when signing up. Contacting VM again after a week is recommended as it is often not actioned at all.
4 If a Hub 3 is supplied, use it as a modem only and buy a decent router, and have full control of your broadband.
5 Rectify any problems via the VM Community Forum, as the off-shore call centres are a waste of time and effort.
5 Call the Retentions Team when you contract has ended and the monthly payment has risen and negotiate a new price, this might take a few calls to get a decent discount.

Either gross incompetence or borderline fraudulent intentions: I was set up with an 18 month contract (and at a high price at that) which I never agreed to. The movers team agent confirmed I would be on a monthly rolling setup. I was also promised to have access to new customer discounts for a new contract after the move, which I didn't have access to, because all teams refused to honour the promise and would refuse ownership of a resolution. Instead I was in a catch 22 situation transferred between teams. I took 4 hours of phone calls to find out nobody would own a solution and I closed my account. Never again.

Virgin cabled my street up about 2 years ago and I was always with Talktalk on FTTC 40/10 and 80/20, on one of their 'fixed' price plans
Saw my arse when they said they were raising prices earlier this year so signed up via a Virgin rep - deal was good and promised no set up fees and a £50 amazon voucher and £50 bill credit over the phone
First bill came with £35 set up fees, rep vanished never to answer calls or texts
Had to battle with Virgin customer services to get the set up fees waived and raised a complaint about the rep as I had never received this voucher (they said it would be emailed within two weeks of going live)
Again, battled with customer service after my complaint was 'I cannot get hold of your sales rep' to which they replied 'We won't be able to either so there is nothing we can do' - madness! In the end they did credit me with another £50 after multiple calls
The service itself is generally very good - I did buy my own router as the Hub 3 supplied has poor range and my partners iPhone constantly had issues connecting. Running the hub in modem mode and using our own router is much better. I am on the M100 package and wireless speeds are consistently above 100mbps
Cityfibre are cabling our area up in the next year or so and I think we will move to another provider when the Virgin contract is up, unless Virgin have some very strong offers.