Will NOT recommend to anyone! Offers service which is not existing, overcharging, in phone conversation with customer service can hear 1000 «sorry» and «apologize» but haven’t done anything to improve. Paying for 60mb internet, but hardly having 10mb !!! Bill includes charges for phone line which never have been installed in my house, charge for TIVo box which supposed to be free. Wait until contract end, or will cancel beforehand.
Tim Tim found this review useful
Seriously; avoid Virgin Media like the plague:
We have had a catalogue of disconnection and reliability issues, only beginning in the past 12 months.
Download speeds have steadily decreased to a snail pace and complete disconnects every other day, sometimes for days on end.
Their Customer Service is non existent; with offshore "support" agents being polite yet unintelligible and powerless to help despite their promises.
Staff in UK (if you can get through to them) are either rude and in denial, or conversely overly apologetic, yet still do nothing!
They never respond to written complaints, yet since leaving, I`ve had numerous NASTY letters threatening legal action over bills for months after THEIR disconnection!!! DISGRACEFUL
I`ve now moved to SKY and I wish I`d done it years ago!!
Having spent 90 minutes on the phone with one of your advisers, I was told that the problem i was experiencing with my wifi internet connection was probably due to something wrong with the devices in my house (all 4 of them).
Although Apple have recently and very sadly lost their great and trusted leader, I am a little unsure that this means quite all the iPods-Pads-Macs and Books are no longer able to draw breath either, so find this explanation for the difficulties quite unlikely.
Furthermore, I was instructed that I needed to seek assistance from the online help, as they could then access my computer remotely and check for issues otherwise unresolved so far. I reluctantly agreed. Having attempted 3 times to connect to an online adviser I gave up. This was due mainly to the small area above the text box which gives the consumer an idea of how long they will have to wait until an adviser will be able to help. I found that this clock reduces as you would expect, by the amount of 60 seconds every minute, until it reaches 1 minute. However at this point, time comes to a complete and inexplicable standstill. Seconds turn quite literally into minutes, and these in turn I would assume, hours, but as I could not wait to find out and had far too much paint to watch drying, I will never know exactly how long that 'minute' would have taken from my life...
At this time I decided to fill out your online form that gave me the opportunity to vent my frustrations and I assumed that this would be answered punctually and perhaps with some assistance in actually solving the problem that I had been having. Perhaps I had been given a small bang on the head before coming to this conclusion as I momentarily gave credit where it was evidently not due – my apologies. Needless to say that until now I have NEVER received a reply to that message. Maybe that is due to the ineptitude of the staff receiving said message and deciding to hide it away in case it became apparent to somebody in the higher echelons that they actually didn’t know how to solve an IT problem, or of course it could simply be that another 'online' aspect of Virgin media simply doesn't work...
I know this may make me unpopular, but I have to say that Virginmedia solved my Broadband problem efficiently and effectively.
I left BT Broadband last year when it took them 11 days to get my internet up and running after a fault.
It took Virginmedia one day with a polite and informative engineer not only fixing the problem but also explaining clearly what the problem had been. Cannot fault the service
10 July I was to have broadband, tv and phone installed. Lovely engineer couldn't instal phone as there was no capacity? until the 29 July. First I had heard about it. Sales people conveniently don't mention this problem to customers. Numerous e-mails later I was told I would have landline at end of August - a mistake again. During many e-mails, Virgin staff asked me to phone them etc etc. I would if I had the phone. Eventually cancelled. Virgin employee called today to uplift equipment but hey he couldn't unscrew everything as he said he wasn't engineer. Asked them to send engineer out and he put everything back together again but now I have no tv picture despite having outside aerial and digital tv. Virgin have made the situation worse - yet again. I am so fed up with this company - service, attitude, lack of communication to customers and between departments is apalling. Why are they getting away with all of this?
Garry Hamilton found this review useful
I phone Virgin Media to change my package I saw the package on line with the Tivo box,it was the same price but a better package then I was told you cant have it because your not a new customer and if you want it was a extra £20.
So I was told I would have to leave Virgin then sign up again to get this deal I have had Virgin for 10 years so they would have to come in to take it out then come back to put it back in and at the moment they are doing half price for 6 months so they are out of pocket from me.
I think they should look after the old customers as well maybe we all should leave them after your 18 month contract then go back or go to sky who will bend over backwards to keep you.
Have just changed my bank account and noticed in my latest Virgin bill that I was being charged £5 for not paying by direct debit. I assumed there'd been an error in setting up the new one, but when I called was told it had been but it wouldn't be possible to collect from it until September. So I'd have not only the inconvenience of paying some other way in August, but was being charged £5 for the privilege.
When I tried to point out to customer services that this was unfair, particularly because customers weren't even being warned of this, they couldn't or wouldn't understand. Just kept repeating patronisingly that they had 10m customers (so what) and that was the system. Dreadful system and dreadful service.
Having had Virgin supply my broadband for 3 years I got a better offer from another provider when I moved house. I advised them when I would like contract cancelled ( day of move) and reason why would not be transferring contract to new property. No problems there at all, all bills were up to date.
One month after moving I started getting letters from debt collector, instigated by Virgin as there is apparently a tiny clause one the on line contract that states there is a £24 "disconnection" fee even if original contract has lapsed...unless of course you ask for a MAC code...which I didn't need.
The methods were harsh and intimidating and completely "NO tolerance" whatever the circumstances.
Would never ever use this company or any of it's products again.
Shame on you RB
When I left Virgin Media they made jump through hoops to return the money they owed me. I in fact had to stand outside their HQ in London informing visitors exactly how badly they had treated me before I got anything.
I will never do business with Virgin ever again.
if i could give - star i would have been -10. i switch from o2 to virgin many people warn me that virgin customer service is crap, i did nt listen BIG MISTAKE. when i place my order they sent some1 to check the property to make sure i can have the services and was told all is ok i should nt have any problem.
i order 60mb internet and phone line. On the instalation date i was told my line cant be connected becuase the whole telephone cable need to be change and someone will come and do that for me next week.
One week past and nothing happend so i call them and they send an other engi down which mean an other day off work this engi told me the same thing again that cable need to be change i ask him we already know this so change they cable he was like he cant do it some one will come again and will fix it and they gave a 3 weeks time which mean no telephone for a whole month. I call the customer service and the person did nt know what was going on could nt even answer my question staright. i cancel the whole thing it was a terriable service. i switch back to o2 again its slow internet but atleast i have internet and line.
DO NOT BUY FROM VIRGIN THEY ARE BAD
2 months ago I would have happily given Virgin a 10. That was before I needed assistance. I suffer from a disability which makes phone contact difficult to impossible. Now, bearing in mind that one of thier key businesses is the supply of internet broadband, you would think that SOMEWHERE there would be an option to cantact them via email. There isn't. It is genuinely not possible to contact Virgin customer (it'd be funny if it wasn't so pathetic) services. And that includes for those of us who have been loyal customers for over 10 years. So, to sum up Virgin customer services...they don't exist. And as of this incident all I can say is, it's a shame trust pilot doesn't allow lower scores than 1.
Garry Hamilton found this review useful
I am writing this review to make others aware of the problems with this company. I do not like to list bad 1 star reviews in case it is just a one off problem, but this is the exception.
My parents (father) took out a Virgin Media package (Phone, TV and Broadband). Customer care - absolute ZERO.
Following the dead of my father in November 2011 (now July 2012), I tried to contact Virgin for my mother, to tell them of the situation and that my mother did not want to continue with any TV or Broadband service. However see did need a phone. Virgin (call center) gave only one option - Start an account in her name and take over the phone number, and she could have paper billing for £15/month. Happy with this my mother said yes (verbal over the phone).
That is where the problems really started.
Virgin sent no written contract and non has been received to date. Virgin after 30 days started sending paper bills for £15 + charges for collecting payment @£6 + @£10 for late payment (late payment due, before bill received?) each month. When queried, they stated that the contract could not be cancelled as the cooling off period had expired. They also started adding costs to cover the debt and ongoing contract for my fathers account. (old closed account!). These have been queried and payments have not been made for these.
Virgin continued to take money from my fathers account to cover continuation of the old contract at the same time. One operator even said that the account holder was the only person who could terminate the account, This comment was not changed, when they were reminded he was DEAD.
A request for proper detailed paper bills has been made but only ones stating the total cost have been sent. Virgin have responded by removing the phone service and telling my mother to pay the bills sent my email (what email, no broadband service and no computer?).
Having issued Virgin with the required 30 day termination notice, Virgin have acknowledged this notice, but have not terminated the account. They have instead tried to reopen a dead man's account and restart his direct debit payments.
Advice DO NOT give any bank / credit card details to Virgin FOR ANY REASON they will continue to take monies without your agreement.
The phone has not been used since the end of 2011 and bills continue to be sent for @£60/month. Every time a letter is sent to a Virgin office, the reply comes back from a different location and person, most stating a response with be sent in 14 days.
Through Jan, Feb, Mar, Apr, May and Jun of 2012 letters have been going back and forth, with the problem and upset getting worst. Virgin have sent, what appears for them to be standard 'Threat' letters - If payment is not made, it will affect your credit rating, Virgin will & have instructed bailiffs to enter your house and recover money or goods to settle the debt (no court order ! Virgin remember the requirement of LAW).
This case should be on a few different desks within the Virgin empire (with others!!) as it was passed to OFCOM and back to Virgin's own adjudication agent (CISAS). Virgin should be working on a response and have a limited time left. Then it goes to OFCOM.
If anyone needs to find their own information on the contracts they may undertake, look at the many Virgin websites and look for anything that does not cover Virgin selling you something else - like policies for the dead of the account holder, moving house to poor service areas, complaint procedures, actual contact addresses, numbers and names. If you think you can send messages to an actual person then sorry, you will find it goes to a sorting/ filtering address. Most searches will send you to lists of further web links, short titles which send you in circles or there is just no information. Try Death of account holder ???? The place Virgin like to send you to is a forum where you question other like yourself and get no answers from Virgin.
Instead of recommending Virgin or not bothering, I now will inform anyone I now about this issue. So far I know of 15 people who have either not taken out accounts or have cleared their bills and terminated or transferred.
Virgin work on the principle 'you pay what they want you to pay, and you cannot escape even after DEATH'.
Well time has moved on and it is now October 2012. Since I last uploaded this review, CISAS the adjudication agent has been reviewing the case. They have asked Virgin to respond to the dispute. Virgin have still not provided any contract information (written or otherwise) to my mother and have, in our opinion been a little restrictive with information passed to CISAS, probably because it was disputed verbal and not written information and they will not provide or have no tape records.
During the time that CISAS was reviewing the dispute, Virgin continued to sent letters demanding payments and threatening baliff and legal action. Althrough the dispute process allows Virgin to continue to make charges for 'Services', they are not allowed to purse the customer for payments or threaten/ take any legal action until after the CISAS ruling. (oh dear! Virgin, breaking their own rules!).
In my option, my mother would so have loved Virgin to take legal action. The dispute would have moved from the CISAS (regulator) review to a legal and very PUBLIC event. (Virgin would have broken the rules again and the maybe the LAW!)
Anyway CISAS gave their ruling. Virgin failed in their duty of care, had to clear all debts, terminate the contract, and make a small payment.
Althrough this payment did not cover the distress, time, coping materials and postage costs, this is one case where
For the people who may read this, I have one piece of advice
-- RECORD EVERY contact you have with Company, written or verbal.
You can also use a tape recorder yourself,. ask them why they record then follow on to say you are recording the call-(Legal requirement to inform them).
Oh yes, sorry one more piece of advice - follow the title of this review - AVOID
Virgin Media is absolute non-sense, I joined Virgin Media as an employee and was sent to Cheltenham for Training, which was absolute non-sense and had nothing to do with the position offered. After training, went on to work., realised that they are lieing about their offers and dragging brown copper cables to people houses, the 6 month half price tag is also a scam as the prices are changing everyday. out of 5 clients I brought, 3 cancelled as he was told later that his price is changed. Faced numerous problems as I was working without my ID and proper gear, No appreciation form manager, instead very pressurising and not encouraging. More than half of UK is not Fibre optic and virgin media ads in TV and newspapers advertise completely different, something which doesn't happen there. Not a friendly culture at all. All people on training left after doing 2 weeks of work for one reason or another......So stay warned guys & not to Buy any products if you love ur life and hard earned money...
Drawling voice of woman on options line etc makes me want to slam down the receiver - Is this a ploy to avoid contact with the public - GET HER OFF! Object to having vice channels even THERE on my TV screen. Want them off altogether not the option of having a pin number! Will soon be leaving this company!
I've tried to call technical services a few times this week as the service isn't running properly. Each time i was on hold for 25 mins before i gave up. there is no email way to contact. Phone numbers are 0845 only which is expensive unless you have a home phone. ( if you had a home phone no doubt you would use another company to supply your broadband!)
I got through eventually. despite my complaint about having no way to get through to them they won't let me leave contract without disconnection fee. I've been a member for 3 weeks and already clearly know they were a bad choice of internet company.
Had a shooting match with appalling customer service rep who offered no solution.
Avoid avoid avoid
Virgin media have always brought us good value for money and great products to go with it.
The super fast broadband allows us to do more now than we ever could it makes searching and learning fun and easy and the click of a button
Very soon after I got Virgin installed it was cut off, I called the Indian call centre and after much explaining it turned out a passing Virgin employee cut me off because the set-up looked suspicious, meaning it hadn't been installed originally properly. This led to a two day wait and time off work to wait for another engineer who fixed it. Things were fine for another couple of weeks until it happened again for exactly the same reason. Cue more call centres and time off work to wait for another engineer who turned up and told me it was going to be a two man job and he would return in a couple of days with a colleague.
Two days later they turned up and fixed it for the next day to be cut off again. On my mobile yet again racking up the costly minutes to call centres Virgin explained that I'd been cut off because I'd gone over my credit limit when Virgin had charged me for the two engineers.
Just got cut off again last week as the cover to the street box has been off for months now and children are obviously going to start messing with cabling eventually. I did phone Virgin to warn of this but as long as they're getting their monthly payments they really couldn't care less. I'll be leaving as soon as my contract's up and I'll never use Virgin again.
Most difficult people I have ever come across, bills keep rising while promises of better service never materialise, ring up with a complaint and you will wait hours on the phone, finally speaking to someone on a different planet, or so it seems when you ask for something. If there was a alternative I would leave them NOW. Never met anyone who praised this company.
I would never use Virgin again. When i finished with them due to rising prices I was sent a final bill which I paid, then I was sent a second one. I sent them a cheque. After a week or so I had another request for a final payment. As I had sent a cheque i ignored it. My cheque had been cashed. I then received nasty threatening letters. I sent another letter stating I had paid. After over 6 letters from them I was threatened with the bailiff, then received very nasty threatening letters from a debt collecting service. I wished now I had taken the matter to court. . I rang them, told them they had cashed my cheques and gave them the cheque number. They then asked for MY BANK STATEMENT as they couldnt find my payment even though my bank confirmed they had cashed my cheque shortly after I paid them. This company caused me and my wife much stress and threatened us on numerous occasions due to their poor customer services. I would never go back to Virgin and advise others to be very wary of this poorly run company.
I have been a customer of virgin media for over 20 years and I find that to access my emails through their website is absolutely terrible. Most of the time I struggle even to find the send or forward button. I am IT literate so I feel sorry for older, less capable customers using this service, it must be mission impossible.
We are Virgin Media customers that are looking to move home in 1 months time. When advising Virgin Media of this they told us that they could only provide slow broadband and telephone line to the area and not television services.
The only thing that I could do was to pay the £36 a month fee for poor broadband and get TV through a 3rd party provider that cannot provide the full Virgin Media TV service.
I was given 2 options, pay a £126 early disconnection charge or pay £36 a month for a poor service. As mentioned, I was happy to stick to Virgin Media for the duration, but they could not provide the same service. They have it written up in their ridiculous contracts that you do not have a choice so BEWARE what you are signing into.
I took the £126 disconnection charge as quite frankly, the service is not that good. We had issues with our phone line that took several weeks to sort and we were also advised by a Virgin Media member of staff to purchase a new telephone as it was our problem. It turned out there was a problem with the phone line that the experts at Virgin Media did not pick up.
With regards to the TV, the pause, rewind and fast forward facility is no way nearly as good as what Sky + offers, it's slow and the screen often blurs.
We have used Sky and Virgin and from my experiences with both, I would highly recommend Sky over Virgin Media any day of the week. The only reason that we did not use Sky this time around was that we are in an apartment that we were not allowed by the building owners to put a dish on it.
I have Virgin media for TV Phone and Broadband and.i think they are better value than Sky who were a lot dearer and their Broadband was rubbish ,i was supposed to get 20mg unlimited the best i got was about 2mg and it was so slow.I am on 60mg unlimited on fibre optic and it is FAST.
They don't have a clue about customer service. Takes them 3 men and 3 visits to install broadband. Then they disconnect you and cannot reconnect so just send you some new boxes. When you want to disconnect get told to just dispose of the boxes yourself so not eco friendly at all. took 3 calls to actually arrange for something to be done re the boxes and I am not convinced it has been done yet. But they keep calling to try to keep me! They are a bunch of monkeys.
I was with virgin media for over 9 months on a 10MB broadband. It worked fine even though the speed wasn't up to "10MB" as they claim to be. I moved house and then upgraded it to 30MB. After upgrading the internet slowed down even below 10MB. After calling the customer services they told me there is a "maintenance" work in my area and it wont be fixed for a month. But I wasn't told. When my new broadband was installed the engineer who showed up was the rudest man I ever encountered. He refused to run a cable to my room and warned me it will carry "extra charges" he was clearly lazy and got upset when I asked him to do some "work" But I finally managed to resolve the issues by calling the customer services. I recently wanted to get a TV line and then they landed a bomb. Price is reasonable but they want me to pay £49.99 for installation. Right to place a TV box and connect a cable I will pay you £50.
It's not a bad company but as usual it doesn't take care of its customers. Their broadband is not super fast or SPECIAL as they claim to be. I got 30MBPS but still can't load a youtube clip any faster than my 3 net work wireless broadband via my ipad2
Very disappointed. Will be cancelling broadband as soon as the contract runs over.
on 30Mbps broadband
i love the speed...youtube in HD and upload pic's very fast..also upload video very quick.
download speed is very fast.
but don't like the router that much.
phone line is good.
customer service is good.
the price is good for a fast broadband
i just hope they beat BT infinity2
I find the website is broken more often than not. It is extremely frustrating to not be able to access my emails and/or account details, sometimes for weeks on end, so I have taken out another email account with a rival company.
I have been with Virgin Media since the beginning and wouldn't ever consider going anywhere else. I get brilliant service for my money, I have tivo which is excellent and the broadband cannot be faulted, it is very reliable and I get consistent high speeds, I would highly recommend this company to people.
Only 1 out of 9 customer service staff could understand my english accent, the way the online billing etc works compared to bt is hard to belive at time, the speed was no where near the claimed download speed only a 1/5 of what was claimed! go with another provider not this one
with my 6 month period with virgin i was paying for things i wasnt getting and wouldnt pay me back the customer survace i had was apauling untll i cancled when i had a nece person on the phone who was finaly offering me deals but i hald already signed up to sky and i just rang up to cancle virgin after i had rang them 5 times. skys tv is fantastic the broadband and phone is just as quick and the customer survace was fatastic as i had a problem with the instalation but the people at sky sorted it out no problem after 1 FREE call to sky
I have never experienced such dreadful customer service. When trying to set up virgin cable at our house we had endless problems getting a date for an engineer to come to the house. Customer service agents made hollow promises and never called us back when they assured us they would. We have wasted HOURS on the phone and have now abandoned attempts to proceed with this company. Disgusted.
To reply as a company, please sign up here.