Virginmedia reviews

Virginmedia reviews

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FUMING CAR DRIVER

Took my son (plus friends) for his Birthday treat to Westfield, the journey normally takes about 40 mins tops, today 2hrs 30 mins on the A316, no notifications redirections NADA. On return journey I used my SatNav it still took 1hr 30 mins. Four b..... Hours stuck in traffic.
I really pray you get sued. Who was the MORON who outsourced the job(complete botch up) should be booted out.
Don't place your blame on others, own up that it was complete incompetency/logic/forward planning.
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PAYING FOR NOTHING!

Having been a customer for home broadband and landline phone / TV for some years we suffered an arson attack and the house is going to be uninhabitable for 6 months or more. Rang Customer Services (LOL!) and after being told there was no way to suspend the service until house was fixed, (we knew you could do this but were told repeatedly it was not possible - all we could do was upgrade(!!!) downgrade or cancel and pay up for ending contract) we did eventually speak to Peter who said that it could be done, and so set it up for us - ONLY HE DIDN'T.

So two months and £80.00 for no service later, we rang again (50 minute call - 5 minutes just to speak to someone)

Upshot - A sort of apology, and then, on setting up a thing called a 'Time OUt Package' (Note, not a suspension of the account), we were told there was a £5.00 a month charge for this service, designed to cover 'Act of God, Fire or Flood' I asked what this covered, what was it for and was told it was 'Company Policy'

So it appears that we will pay £5.00 a month for 6 months (then it needs to be renewed!) so as to have the privilidge of being a Virgin Media customer once again!

So it is now official - Virgin do charge for nothing!!!!!!!!!!

As if losing your home to an Arson attack were not enough, this is one stressed out customer!!
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The worst service ever - do not use

The broadband service is great, but do never, ever call the customer service.
Very incompetent and a nightmare.
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16 Months to wait

I joined Virgin Media in the middle of December 2013. The TV's O.K. although channels such as Sky Atlantic are missing from the lineup.

The broadband though, is a complete joke. It runs at about the advertised speed when there is low usage, but a peak times both the 120mb and 60mb services (yes i've tried both) drop down to below 10mb.
I live in the Peterborough area, but having looked at the reviews from others this is a problem that occurs across the UK.
Phone calls to Virgin achieve nothing, apart generally a long wait on the end of the phone and a comment from a couple of their advisers that the network is over subscribed and therefore can't support the traffic a peak times.
It costs as much to cancel the broadband as to keep it until the end of the 18month contract, and not only that but the cost of the TV package then goes up, so unfortunately I have no choice but to stay with Virgin for another 16 months.
Rest assured though, that I will be moving back to SKY TV with a BT based fibre broadband connection as soon as I possibly can. Maybe earlier if the cost of termination at some point becomes acceptable.

What I would really like to know is how they get such good ratings based on figures from Ofcom and others. In my limited experience those claims are just not true.
Anyone who is thinking of moving to Virgin for their broadband, do your research and think very hard about being tied in a contract with these people for 18 months!!!
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MIXED BAG

BROADBAND: Really good value I pay £19.15 for 30mb a month. My actual speed is 20mb average but no complaints there.More than enough for streaming films. However please note: The Super Hub 1&2 are really not so super. They have lousy wi fi. The general advice is to turn the Hub into modem mode and Buy..yes Buy your own router and plug it into your Hub. This improves improves things greatly.

Phone: Negotiate If you are an existing customer and you can drop this thus getting rid of un needed line rental which is just under £16 a month. Please note if your not on one of virgins talk plans its very expensive to make calls.

TV: Is ok but not worth the money really, had it for 10 years and if id discovered online streaming earlier would of dropped it long ago. Early boxes and V+ boxes were a nightmare, slow and plagued with issues. I never had the Tivo!

Conclusion: Great broadband but tv and phone habbits are changing....and Virgin and Sky will have to adapt in some way. Netflix, Lovefilm and pay per view work out cheaper and they have no contracts that tie you in for 18 months.
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loose your home? PAY UP!

I wish it wasnt true but it is.

In 3 days I will be out of a job and in 8 days I will become homeless. This is due to things out of my control and not the point.

A month ago I called VM to advsie them id be going abroad and that I will be moving out of my house on 19 Feb. I have all my family in a different country which is why i have to go there to sleep on sofas at friends and family until i get on my feet again.

I didnt want to give up to much information on reasons etc as im embarassed as it is over my situation. I was just hoping they would terminate the contract as they would not be able to provide me with the service where i am going.

They would not let it go, they said id have to pay a disconnection fee. I tried explaining id not have a forwarding address for the final bill and that my bank account would not be active either.

They then kindly informed me that the debt collectors would find me. Thanks.

I called up once again, desperate, explaning my situation. That id gotten sick last year, that i claimed for benefits as my SSP wouldnt cover my expenses and my employer did not offer any sick pay, that my claim is still not resolved 8 months later, that id gone in debt, that id lost my home ...

They were still stone cold, told me straight out i should have made better life choices. As if my chronic illness is my fault.

They referred to the terms and conditions and saying id comitted to a legal contract. Fair enough. I did.

I asked if they would have any third party costs for me disconnecting my contract 6 months ahead of time, they said no. This means they will not have any costs for me disconnecting, but still demanding £172.50 in disconnection fee. It is their choice.

I understand it is a contract. But to ask a company to have a shread of humanity, some empathy, that is just out of the question.

So as I will not get any help from Virgin media to deal with the horrble situation i am already in, I would just like to warn anyone who MIGHT ever get sick, get in an accident, get divorced or have any other major life event rumble up your economy to please please do not get into a contract with Virgin Media. They will NOT care, they will NOT help.

They will however hunt you down to the ends or the earth to get their precious money, no matter if they are actually providing you with a service or not.
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Pay for them to make your blood boil very red

I am appalled at the things that a company can get away with here. £50 connection fee when moving apartments. Wait, what if you move to an area that Virgin Media can't support? You bear the penalty of early termination fees! All because they can't deliver! Isn't that ridiculous? On top of that, we have never been able to use the telephone line without the internet dropping off. Called them, they said they would deliver a new splitter, and.... NOTHING! THE WORST company I have ever had to deal with.
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Appalling service

I have also had an absolutely horrific experience and I advise anyone contemplating signing up with Virgin to seriously think again. I have been with Virgin for several years, and decided to upgrade my broadband and TV package, with the fibre optic cable. Having spoken to various different departments I was told that they could provide this new service in our area (Bethnal Green, London). We fixed the day to switch over to this new broadband, which would mean cutting off our phone line, as it would no longer be needed.

2 weeks before the fibre optic cable was to be installed, our phone line went dead, and with it our internet. I called to find out what had happened and they could offer no explanation, but told me that my phone line was with BT (errm why was this, if I was paying virgin to manage it?!). They said there was absolutely no way of reconnecting me, and offered no apology or compensation whatsoever. I was still paying them for a service that didn't even exist.

The day finally came for the fibre optic broadband to be installed. I waited at home from 8am to 1pm for the engineer to come out. He didn't show up. When I called to ask of his whereabouts, I was told that there was no fibre optic available in our area. I asked to speak to a manager and was kept on hold for 32 minutes with little contact, and then was told if I wished to complain to put it in writing. I then called back a second time, trying to find a different route to speak to someone who was at least in England (the phone line to Manila, or wherever they call centre was, was really, really bad) and again ended up at the same place, and on hold for another 32 minutes.

Their services are hopeless, their customer interface is awful. I've lost all respect for this company and the fact that I have been a steady customer for years obviously means nothing to them. In summary: Don't bother going with Virgin. They really mess you around and haven't got a clue; In my experience what makes it even worse is that you can't even speak to someone to have a rational conversation. A complete and utter waste of time.
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Virgin - never again

Been with virgin media for 6 years. Broadband was cut off on 5/02/13 - no contact, no warning. On 6/02/12 the direct debit for the broadband service that I no longer had was taken from my account, and after 5 days of telephoning I was told that I was cut off because the broadband was on a business line - true enough. A reconnection is possible but only with a 50% increase. Disgusted with their way of doing business. Virgin - never again.
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Wow another rip off company

Avoid if you like your wallet. Im leaving them 1st thing tomorrow
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Intermittent service

Absolutely TERRIBLE levels of service from Virgin Media. The broadband service is intermittent. Not a week goes by without a loss of connection for entire days. The problem is reported, you are given a load of baloney and still no service. Today for example- no connection. Website (via 3G) said there is a problem in the area reported the previous day, engineer on site and will be fixed by 10.35. 10.45 still no connection. Website now says fault reported at 10.15, will not be fixed til 2.15! Do they think you are an idiot? Clearly! They blatantly lie.

This service is so unreliable it is verging on useless. The other day we had friends around and we tried to download a trailer on our 'super-fast' fibre optic broadband. Imagine the amusement when our friend had to pull out his 3G Smartphone and download it. We had downloaded and watched the trailer on his phone whilst our 'super fast' broadband was considering it! What a joke! It didn't download for the entire evening!

Don't even think of complaining - you can't. The only way is to ring the fault team who will raise a complaint for a manager who is so important mere mortals cannot speak to him/ her. You never hear back. Why would you? You are unimportant to Virgin. If you want to close a contract .... Ditto. Virgin is not remotely interested in its customer base. Mistake.

Customers are what bring in the money! P*** them off and they leave never to return. We had every service through the Virgin umbrella of companies two years ago. When this final service is cancelled we will have a clean break.

Virgin needs to think about investing its money in infrastructure and customer care rather than lining the pockets of Branson's mates - Fry, Bolt, Tennant. Think of all that money wasted on those adverts to pull in new customers only to see them lost at contract end. Very shortsighted. Virgin are getting a slating from dissatisfied customers. Surely the Chief Exec should be asking some questions? Virgin don't change your name- clearly you are still very inexperienced in offering your services and playing with the experienced big boys!

Goodbye Virgin, hello Sky!!! Fibre from competitors is now in our area - yay! The only reason to stay with such a low rate provider has been removed!!!!!
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contract. no contract. contract

Back in November I moved address. Called virgin to tell them, they said I will get charged the remender of my contract which had 3 months left. So I decided to stay with them. I asked the gentleman on the phone that if I took my virgin with me the contract would still end in February he agreed. Got a letter through at my new address stating that I had signed up to a new 18 month contract. Proceeded to call again, argued my case telling them I was miss informed by their movingteam the lady agreed and put me on to a rrolling contract. Just called today due to moving address to be told thar im still on this 18 month contract and that they need to investigate the phone calls. The worse thing is that virgin is not available at my new address. They are full of crap!!!
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If you use them, you will regret it.

We had a shocking experience r.e. connection to this service, which included someone else accessing our new account and changing the connection date. Today, I am trying to get disconnection, only to find that a salesman who called me repeatedly at my house to offer me a reduced monthly rate actually signed me up to an additional 18 month contract. We didn't receive any notification of this either on the call, or afterwards and are now apparently tied in and have to pay £240 to get out! Do not ever use these guys.
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One star is too good for them

Well, I don't have any problems with them when the service is WORKING, it's when it isn't that the proverbial hits the fan.

Much like everyone else here, one of the complaints is the horrible customer service they... um, provide? Or not as the case is. Customer service at Virgin is harder to find than Unicorn poop. I actually found some the other day, quite remarkable... but STILL haven't found Customer Service from Virgin. It's hard to find someone who speaks and understands English, let alone even find someone whose first language IS English... odd, since Virgin are predominately located in ENGLAND. The only bit of customer service that actually went well was the upgrade from 10Mb to 60Mb... that actually happened quite smoothly. Everything else they are completely inept.

The other issue is the continuous rise of the bill each month. The amount we pay monthly rises yet we get nothing extra back. No faster service, no better modem, no new TV channels.. nothing. So we give them MORE money for pretty much NOTHING in return? Hmm... fishy.

They also lie. For example, when I... and a lot of others... upgraded to say 60Mb, we were told by Virgin themselves (and on their site) that we'd get a 6Mb upload speed with the 60Mb download. This was a bare-faced lie. The upload speed was in fact 3Mb, and was DUE to be 6Mb in the next few months/years as Virgin upgraded their system. They clearly KNEW that it was 3Mb upload, but they thought it would be a MUCH better idea to lie to everyone just to get us to buy the faster service. Another lie is their use to the term "Unlimited" in their advertisements. They've already been in trouble with the Advertising Standards Agency for their incorrect use of the word "Unlimited" when in fact their service was anything but. You have download and upload limits, resulting is a speed cap (see below) thus slowing your internet speed. 60Mb upload speed was a LIE... "Unlimited" internet was a LIE. They just lie. Plain and simple.

By far the worst thing I hate about this company is the absurd traffic management policy. They say they implement it to give everyone a better broadband experience. If BT and Sky and operate without slowing their users down, then why on Earth can't Virgin? They must be using some sort of stone-age, out-dated hardware if they can't handle the people using the internet. On top of that, the limits you can upload are ridiculous. I upload videos to YouTube as a source of my main income, so upload speed is more important to me. It seems you can only upload around 1.5Gb before losing 2/3 of your upload speed. This morning (Sunday) I uploaded at the START of the day, a 400Mb video. An hour later, I started to upload a 1.3Gb video. Guess what? After that ONE 400Mb video, I've been throttled back. It's pathetic. Their bandwidth management is stupid, unacceptable, puerile, abhorrent, pathetic... AND UNWANTED. I can't upload a SINGLE video before I get throttled back. I need to upload as much as I can, but according to Virgin I'm making the internet a less than pleasurable experience? For UPLOADING a video that lasts only an hour?? Right now I should be uploading at around 390kB/s but instead I'm uploading at 145kB/s... meaning my upload is taking 3 TIMES AS LONG to upload.

So according to Virgin, slowing people down is the best solution to giving EVERYONE a better internet experience? I've never heard so much tripe in my life. Many people depend on the internet for things such as their business... Virgin are CRIPPLING those people with their atrocious traffic management system. Like I said, if BT and Sky can run an internet service without resorting to slowing people down, why can't Virgin??

Anyway.. that's my experience with them. I'm hoping to move to BT or Sky in the next month or two and be DONE with Virgin for the rest of my life!

Everyone here who gave it ONE star was being generous.. if only because we had to leave at least one star on the review. TrustPilot needs to update their reviews to allow a ZERO star rating.

So yeah... ignore Virgin at ALL costs, especially if you require completely uninterrupted download and upload services and useful customer support.
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DO NOT SIGN UP TO VIRGIN MEDIA

I noticed my monthly payment to VIRGIN MEDIA steadily rising every other month so I checked through previous months statements to see if I had made more calls than I thought or if there were 'hidden data charges' on my Internet .... When this was unfounded I phoned VIRGIN MEDIA for an explanation-apparently I was out of contract (no-one at VIRGIN MEDIA deemed it necessary to advise me of this by any form of communication! !!!) And so began nearly 2 months of being passed around to various departments with absolutely NOTHING resolved... I was fuming and cancelled my Direct Debit. ... Within days I had numerous texts/calls from them-not to mention a bill for late payment through the post, they also suspended my whole package. .. I phoned them again and told them (on my mobile as they had disconnected my land line) said I would pay outstanding Balance And would take my custom elsewhere. .. They told me it would cost me another £120 for that privilege plus I had to give 28 days notice even though I was out of contract. .. so that would mean an additional months charge to services they have suspended and I have no access to. ... Oh one other point. .. The majority of the time I was passed to various departments that not only didn't know their basic job , they didn't understand ENGLISH. ... no wonder Branson is on Nekker Island. .... and laughing all the way to the Bank with our money. .....
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Total waste of time! Save your money and energy

Where I live a tree is blocking satellite signals so I thought ok, give Virgin a try.... Biggest mistake I ever made!
Landline calls keep dropping, the "super fast" broadband is slower than dial up, and the TiVo.... Every morning it's the same thing. "No signal received" it refuses to record anything, no EPG, and I am not subscribed to BBC1HD.
I am FOUR months into an 18 month contract, my bills always come in at over £90 a month, even the package price are never the same from month to month! Customer service..... What customer service? I have been sworn at by a customer service rep, called a liar by another, had one "lady" basically tell me that they would restart the direct debit if I cancelled it, or pass my banking info over to debt collectors, I've reported these "faults" over and over only to be told, it's your TV, it's your phone, it's your computer. Not Virgins equipment. Everything is fine, but we will send an engineer out if you pay the £65 call out charge up front! The last customer service rep, advised me that due to the "heavy snow" (what snow? I'm in Birmingham) some of the services may become unavailable because of "wiring freeze"

No stars at all.... Richard Branson take a look down from your podium and see what the hell is going on!
(I had to give one star to post :( )
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CONTINUOUSLY HUNG UP ON ME FOR WANTING TO COMPLAIN AND GAVE MY DETAILS TO ANOTHER COMPANY....... WITHOUT TELLING ME!!!! BANK DETAILS TOO!

It does not surprise me in the slightest re the amount of 1* comments I am seeing about Virgin Media. I have by no means read every single review but I cannot see one QUITE as negligent as mine so PLEASE READ THIS BEFORE JOINING THEM! I know this is long but its well worth a read!

To cut an extremely long story short, I attempted to move my package to my new home. Simple? Hell no.

Firstly had a very long winded conversation with their team in Manila, Philippines. No one needs me to explain that of course the people I was speaking to over in Manila could not understand me and I could not understand them. Bad before it has even begun.

The first bit of negligence was when I was sorting my phone and broadband (they sorted it in two parts)... they told me I had to sign a new contract in order to move everything (which was right) but that it HAD to be an 18 month contract, I had no choice. So I was like ok fine then, if I must. The lady then put me through to a chap in Newcastle who I could actually understand and could understand me, which was amazing. (Not much to ask for though is it?)... and he then proceeded to sort my TV package out... and then told that the lady in Manila had MISADVISED me. Turns out I COULD have had a smaller contract for our broadband/phone. Did she do that for commission reasons? COMPLETE AND UTTER MIS SELLING. I work in sales and it is ILLEGAL to mis sell.

So I then proceeded to call them back to complain. I was intent on NOT speaking to anyone in Manila, I wanted to speak to someone who I could understand and could understand me. But they wouldn't have it! They were telling me they could not transfer me to Newcastle, when the lady in question transferred me there a matter of minutes prior! Complete lies! I do of course appreciate that they might not be able to choose where they transfer people to when calling the main line but they could keep trying until they get through or failing that they simply MUST have had a number for them! The only answer I can come up with is that they obviously know how rubbish they are in Manila, and wanted to protect themselves by keeping the complaint with them in house, as opposed to in Newcastle. The Manila people do not have a good reputation in Newcastle as the guy I spoke to said I have a 50/50 chance of getting a very poor service with Manila.... VERY reassuring eh?

Anyway, they continued to refuse to transfer me to the department I wanted so they decided the best thing to do would be to HANG UP on me!!!!!!! ABOUT 10 TIMES!!!!!! I was not being rude, swearing or threatening. You CANNOT hang up on a customer just because they want to complain. It makes my blood boil still even though this all happened about 6 months ago!

THEN THE NEGLIGENCE GETS EVEN WORSE........ Next day I receive a text message from Sky.... saying "thank you for your order" etc... So I'm panicking thinking how on earth have SKY got my details? So I ring them and they had our BANK DETAILS too! So my first fear was that someone in Manila had used my details to place an order with Sky purely to spite me. The Sky chap (GO WITH SKY... ITS WORTH IT!!!!) was extremely helpful and after about an hours phone call we managed to determine that the order had come indirectly from VIRGIN MEDIA. So the guy in Newcastle (who I thought was alright) had passed my details to a 3rd party company (because they could not provide our TV in our new area) WITHOUT TELLING ME!!!!!!!! THAT IS ILLEGAL!!!!!! So even the Newcastle people are incompetent!

So in light of this I called them to cancel my contract (got through to another robot in Manila) and they wanted to charge me a £250 cancellation fee!!!!!!!!!!!!!! When the reason I was cancelling was due to THEIR negligence on SOOOOO many different levels. They broke their contract!

So I agreed to it regardless as Sky had agreed to take us on in full. And I thought right ok it's time to put pen to paper ;-)... wrote one letter, got a response back from someone in their complaints team who was extremely rude and unhelpful and could not understand the GRAVITY of the situation. He kept telling me he wasn't being threatening when I wasn't even accusing him of that. In the end, he offered to knock a pitiful £60 off of our disconnection fee. Which I ended up agreeing to but ensuring him I would be writing further complaints.

Wrote my 2nd complaint.... got no response after 4 weeks. And in the meantime I got a bill from them WITHOUT the £60 taken off!!!!!!!!!!!! FURIOUS!!! Not to mention all of the debt collection agencies chasing me!

Then I sent a 3RD COMPLAINT and eventually (after 8 weeks) I got the response I wanted (every bit of the bill zeroed out).... BUT ONLY because I had got their telecommunications ombudsman involved and mentioned this in my 3rd letter.

Please guys, NEVER GO WITH VIRGIN MEDIA!!!!!!!!!!!!!!!!!!!!!!!!! (ESPECIALLY IF YOU SPEAK ENGLISH) THEY DO NOT KNOW THE MEANING OF CUSTOMER SERVICE.
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They don't want your custom, don't bother!

We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.

On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.

Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.

Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.

Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!

Contract cancelled! I guess they didn't want my £69 a month for 18 months. And that's whiteout any extra usage!
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Absolute crap service, in fact no service, do not use Virgin Media, cannot wait until I ditch them.

Absolute crap service, in fact no service, do not use Virgin Media, cannot wait until I ditch them. Sent emails and they say they'll reply in 2 days, then all you get is further emails saying why they can't reply.
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No care for customer at all

Can't wait to leave them at end of the month .
I have not been able to get or send emails for over 3 months, Spoke to someone a few times on their customer care line they can barely sleek English and all said not being able to get on my email account is not their fault.
Don't know how they work that out when my email is with them as is my phone tv internet.
Back to sky for me

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Virginmedia Details

About this company

Broadband, cable TV, landline phone and mobile services from Virgin Media. Order online for the best broadband, cable TV, phone and mobile deals.

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Virginmedia is ranked 87 out of 87 in the category

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