Virgin Media
Reviews and Complaints

Sound like the technician i had yesterday. He sat outside in his van for 15 mins, came in didn't introduce himself and ask where do you want it. As requested in the front bedroom we answered. he looked in the bedroom, stating he had no long ladder, no step ladder, no wood bits for his drill and lastly it was a 2 man job. Phone to complain and after waiting on the phone 1 hour and being put onto 4 people i still had not been able to talk to technician department. Next day and 30 mins on phone got to talk to a customer service manager was very snooty when i complained suggesting i have another day off work for a work assessment and another day for fitting. This all after i was switching to bt and sky they managed to persuade me to stay with virgin Why oh why did i agree i wonder. I am at the moment seething...

well i dont agree with what you say on here because thats never happend and virgin are a vry good company, they got a lot of stick with the change over from telewest / ntl but if you have a problem yeah sometimes you have to wait a week but if they cancled it off they have a priorty service or somthing so if they cancled it they wouldnt make you a second or even a third week, i understand its fustating to have to wait a week but you chat bull ### with what you say, get a life pal

I would like to aplogise for the previous comments made, im afraid i suffer with split personalitys, but seriously you should just smash the cunting cab open, or maybe you need a repull, or better still maybe you just need to ### offff back to that cunting hole you came from...ohh godd im sorry there it goes again! I had better leave here now before i upset you anymore.

Once again apologies !

###ING DIRTY SMELLING CORNER SHOP OWNING 10PENCE A PACKET OF CRISP COLLECTING ###!

### of to iraq you downs syndrome ###... fix the ### yourself...go to the green cab in the street smash the ### open and connect your cunting cable back up you ###ing lazy ### head...ohhh noo my tv has gone ! If i had my way I would just rape your rectum with a large cucumer then smash your cunting head through your ### 21"inch alba you saggy [censored]g!

Account credited in 2 days as promised - thinking of trying talk talk or Tiscali instead now. I was impressed with this guys ability to get things done and admitting they had messed up. Try calling this office - [protected]. Good luck.

I sympathize with your frustration but try this number rather than running up a phone bill. [protected]. I called it and the guy was very apologetic to my problems and apologized and said he would re-credit my account within 2 days in full (£150). i had applied for full cable service and paid up front. engineer expected on the 29th September didnt show and I received no explanation, apology or any other contact from them. I cancelled within the 7 day distance selling window and wrote a letter to their head office and still heard nothing. I was expecting to have to threaten court action today but the guy was great and said an engineer had assessed the job 2 days before installation and decided it wasn't viable to lay an extra 30 meters of cable. Only prob was that nobody passed it on to me. The guy I spoke to today (English guy) also said that he will chase the manager in charge of informing me and get it acted on.

NTL all is forgiven!
Here is a complaint I am forced to send to Virgin. Ive just pasted the whole letter rather than try to paraphrase, needless to say Ive never experienced anything as bad as this shambles masquerading as customer service. Its almost criminal. Im not expecting a reply or anyone to care, but occasionally someone acts with some competence and you inch forward...an inch.

Dear Sir, After my recent experience dealing with virgin media these past 2 weeks and some of the comments I have read on a host of web sites, I suspect the chances of this email getting a response are slim to none. But I am optimistic as from my experience with around 10 different virgin employees these past 2 weeks 2 of them could actually be bothered to do their job and didnt tell me a pack of lies. Thats a 1 in 5 chance of not getting some incompetent useless liar. This is not an accusation. It's fact based on observation and experience. So here goes and heres hoping I get that 1 in 5. It began when I had money problems and was cut off from my broadband service 2 days before I was able to clear the balance. After paying the amount owed I called virgin to get my broadband put back on. I was assured reconnection would happen within 24 hours. I explained a friend in similar circumstances waited 10 days or more, I was told that was a one off and not the norm. 3 days later I was still not reconnected. I called to try and get this sorted but unfortunately got some arrogant employee who clearly couldnt be bothered. Perhaps his lunch break was approaching. His screen said reconnection had gone through, so... that was thatm he wouldnt move from that standpoint and made no effort to investigate further. I tried explaining that being with NTL for 7 years I was well aware that a modem has various lights, and when the "ready" light is inactive it indicates a disabled connection to virgins hardware. Mentioning this simple fact to an engineer would validate what I was claiming was a truthful fact. He gave me the premium rate call centre number (Asia) nothing short of a phone scam and said goodbye, or bugger off basically. I called the number at an alleged 25p per minute with £3 approx of change. Instead of the expected 8+ minutes I got as far as giving half of my customer account number and then click. Money gone. This was an everyday BT public payphone. The call lasted 70 seconds if that. Disgusting. I then had to change a £10 note for £1 coins so as to guarantee I could relay Virgins mistake and get someone to really listen to what i was saying and try and resolve the matter without bias or pre-concieved notions of me being a broadband newcomer who needed to configure my computer correctly. Unfortunately they were no more helpful than the first guy in the UK, and were clearly more concerned with operating procedures and not deviating from what is clearly a well rehearsed script. They are totally rigid and inflexible and keeping their job rather than offering any real help seems to be the underling priority. Im not the only customer to pick up on this. Your connection is on Mr Keary is basically what I was told...AGAIN! This was getting infuriating and over the course of the remaining days, right up to today, I was forced into calling the scam line many, many times at considerable expense. That money could have paid for my connection and literally put me months in advance credit. Bear in mind I was disconnected because of cash flow problems, so to then be forced into a situation of having to call a peak rate number which in reality charges much more than is advertised for what was an oversight on Virgins part left a very nasty taste and a large hole in my pocket. Each time I called that helpline I felt like I had just been mugged or scammed. 2 days ago I tried calling the [protected] number. To my amazement I got an employee who could actually be bothered to do his job. What I was chasing from the start...some competence. He established the connection had not been reconnected as stated by at least 7 other employees and was at a loss to explain why I was getting told what things that were untrue. He informed me that some maintenance was being carried out on the network and that if I called back Sat(today) it would be a simple flick of a switch to correct Virgins oversight. Great! I now get confirmation of what I already knew, but most of the damage had been done, especially to my wallet, which is light at the best of times. I had been getting the runaround by lazy incompetent employees for almost 2 weeks. Saturday arrives (today) and I head to the payphone. I get through to an Asian man at approx 9:30 am. I explain the scenario and he says he cant be sure when my service will be re-enabled. He then commits himself to Sunday 10 pm and that if it is not on by then to call back the same day between the hours of 8.30 am - 12.00 am. That is no joke. He really said this. I then explained the hassle, the money, and the denial by virgin staff of being at fault and I felt that some sort of recompense was in order, due to the cost of all the Asian call centre calls. He replied with, "If you still have problems call technical support." It was like the guy was deficient in crucial areas (the brain) or like others before him just couldnt be bothered. I went home fuming. After a short time I thought to myself that the way employees respond to your problem is totally dependant on the character or lack of, of the person it is your pot luck to get landed with. With this in mind I headed back to the payphone to give it one last try to get some definitive answers or assistance and not just lip service. Bingo! I explained my situation to this particular employee, a lady. She assured me reconnection would happen in 24 hours possibly sooner and with some people a modem reboot sees the connection immediately come back on. I felt more hopeful this time. 2 weeks of endless call centre experiences, throwing £1 coins into the payphone like feeding monkeys peanuts at the zoo. I thanked her, and started to actually think the end of the futile calls to Virgin was close at hand, but I was also aware I had been told 24 hours some 2 weeks before, and here I was. Anyway I was immensely grateful for her just doing what she was paid to do. Her job. How sad a reflection is that of Virgins customer support. I read Virgin is getting more complaints because customers from Telewest and NTL are expecting much more from Virgin and I have to say, thats just tripe. In 7 years with NTL I never had to experience anything like this. Not even close. Waiting on the phone was the biggest NTL problem and they eventually sorted that out. Its sad but as bad as NTL were, Virgin is in a league of its own. It has been a thouroughly unpleasant experience, and got so frustrating at one point I wrote a letter the Friday night giving notice to Virgin I no longer wanted their service. Had the problem not been resolved today that letter would have been posted and I was calling Zen ADSL. Before I left the payphone I asked the virgin employee about my bill and would it be ammended to exclude charges for the days no service was available. She informed me that the bill would be halved approx to reflect this and the £5 surcharge fee would be waived. £5 for 2 weeks of incompetence, outright lies, insinuation of the incompetence being of my making, being blatantly fobbed off or get drawn into a pantomime of OH NO IT ISNT, OH YES IT IS, and to top it all, out of pocket by £30 or more through constantly being referred to an impotent call centre somewhere in Asia to try and convince them that the connection was categorically still not enabled, but I had no other options other than cancel my services or continue to follow all the shoddy advice given. I honestly thought that someone eventually would acknowledge that a dead "ready" light on the modem signifies the modem is not picking up an active connection to virgins internet infrastructure. It would have saved a lot of time, money and frustration if staff were trained to know what the modems lights are and what they indicate, as they can be used to pinpoint exactly who or what is at fault and these lights and the way they flash or flicker, or do not light up makes them essentially diagnostic lights. Anyway after all that I get the monthly £5 surcharge fee waived. To say I am insulted at being sent on an expensive wild goosechase and compensated to the tune of £5 is an understatement. I have been told by a friend not to expect a reply to this but am holding out hope I get a 1 in 5 employee. I would like to know if Virgin feel that to be fobbed off with £5 after going through all the crap I was put through is fair. Because I have to say I dont. Yours Sincerely Thomas keary

Below is a picture of the information.

Is it true?

Congrats! Ur mobile number has been award £1, 900, 000 in the ongoing 2019 VIRGIN MEDIA TELECOMS mobile draw. To claim contact Mrs. Cristina on: vtm20@outlook.com this is scam?

i have been with virgin media since november i got the large package with 2 neg bb. a representative rang me sayin o we can give u 4 services for £40 quid so i said hey yeah go on then what they did't tell me was my bill was gonna jump from £30 to £160 and then i would end up spending £150 ringing them up to complain and sort it out i have emailed them 3 times wrote 2 letters to them and rang more than 200 times and i'm still waiting for them to sort it out 3 months later

Im so tired of this companys excuses. Its about time Richard Branson stoped messing about with his space project and overhauls this appology of a broadband service. I was on the 10 mg service package and started to have connection issues, after numerous tech calls to my home in October 09 changing of modems and other such stuff after constant loss of internet problems, huge data packet loss Virgin informed me i needed to upgrade my internet to 20 mg. Thinking they knew what they were talking about I did so at further cost to myself trusting what they said. Were now in January its now worse than ever, more connectivity loss, more huge packet loss, more techs, more excuses, more phone calls, more rubbish spoken by techs and service departments, folks in India or some such place talking in an accent i cannot understand to be replace by scottish accents i understand less. The price I and other people pay for this broadband servicee we should have the right a better support service than this.

I have tried on several occasiosn to speak to someone who can actually do something about this continuing issue with my broadband to no avail, my next move is to report virgin media to the Trading Standards as the service and backup im getting is appalling and not fit for the perpose thier charging me for.

Have had my telephone, internet and telephone suspended as I went over my limit (which I didn't know I had - around £200). After being with Virgin Media paying by Direct Debit for the last 3 years, this is how they look after their customers in the middle of the Christmas season when I have to make overseas calls as most of my family and friends are in France.

In the end, they wouldn't lift the ban for overseas calls as they weren't giving any alternatives, I had to ask if there was anyway I could settle the bill and have the ban removed. Not having been paid yet, I had to make the payment using my credit card.

Absolutely appalling customer service in the middle of the festive season, very upset, will definitely need to review my options in the New Year. Don't have anything nice to say about them ... especially not that arrogant customer service person I spoke to this morning who was constantly talking over me. I guess they have too many clients and are trying to lose a few.

Anyone has any comments about Sky's service? How do their prices compare to virgin?

I pay every month by direct debit £24-30 for a telephone and internet broadband service provided by Virgin Media. Since rejecting updating my affordable package from a forgein call centre agent. I was notified that my bill of £29.10 due on the 13th of June had been paid due to insufficent funds in my acccount. This is not true as I can prove that money was in the account and money is still in my account. If this was true there and there was not any money, I would received charges from my bank which I have not. The money was not appled for as far as they are concerned. When I called Virgin media collections department about the payment of now £75, they claimed that they re-applied for the £29.10 again on the 20th of June so thereforeadded charges. They transfered me to customers services 23/06/12 at 10.20am when I spoke to an ignorant adviser who would not answer simple enquiry questions of how this has come about. This person would not transfer me to a manager, so I waited until today an spoke to a foreign call centre agent who was pretending to be a manger and would not see to the truth of my complaint. I noticed that all my previous paid bills are no longer available on my online account and I cannot get hold of anybody willing to accept the mistake. This is fraud as I can produce history and proof of funds in my account before and after which they claimed to have applied for and being rejected for payment. This is spite for not being able to make me change my package for a more expensive one. This wrongful billing is a spiteful scam in order to rip of the Uk customers as they think we are all rich. My Virgin media account number is [protected]

WHAT A BIG CON

I am not happy with the way Virgin Media is Conning it’s customer’s
with it’s so called Unlimited?
broadband downloading 'I'm extremely dissatisfied. Virgin Media say that There's no limit to the amount you can download you can do . this is a lie Virgin Media run a "acceptable use" policy1 so every time I am downloading a film or music, Virgin Media keep putting a cap on my services?

so how can this be called unlimited?
And There's no limit to the amount you can download ?/ when there is. it’s a big con. I think this should be reported to someone. then I will report it. Virgin Media need to make a of lot of improvements.

I am thinking about Cancelling my broadband telephone & mobile service with Virgin Media if this can not be sorted out to my satisfaction

i have had no reply from Virgin Media about this so far.

Yours sincerely,

Mr M Chircop

This was the reply I got from Virgin Media Today

Dear Mr. Chircop,

Thanks for your email.

Please note that Virgin Media is a merger of different companies and we deal with only Virgin Media National (Non-cable/ADSL Broadband formerly known as Virgin.net) related issues.

Unfortunately, I am unable to check any systems for other areas of Virgin Media. As it is in relation to Virgin Media On-Cable, you need to contact their Customer Services on [protected] (Option 4). The executives over there will help you further.

What A Copout

it’s called Virgin Media so they should sort this out for me

I will not contact their Customer Services .

Virgin Media is a dishonest and corrupt company! Earlier this year I took a call from one of their advisors who informed me that all their customers would be receiving a free freeview box within a few days. I didn't ask for one but didn't question it as I thought it was just a mistake on their part. It arrived and then we realised it was part of a package although we DON'T HAVE VIRGIN TV!. We haven't been connected since we were with NTL. So we put it in the garage and forgot about it. Then the bills arrived- £20 more than usual! We were being charged for something we don't have! My husband (his account btw) called them but they said we should have cancelled within 28 days- cancel what? We don't have the service to cancel! We only have telephone and broadband (another joke) . They told him he would have to pay£40 to cancel the service we don't have! They said we requested the box which is a lie. So they continue to thieve money from his account! He has written a complaint but heard nothing. Now what?

After failing to make my landline number X-Directory twice I had to change my number due to a constant stream of unsolicited quiet sales calls. Virgin Media then offered me "Anonymous Call Rejection" as a concession and apology for screwing up my previous requests (providing I pay 1/2 the cost each month). When I come to leave Virgin Media because I'm moving home they are now charging me £61 because I have unknowingly 'agreed' to a contract change and am apparently locked in for 1 year - which I was not informed of at the time. I have been a loyal customer for over 13 years, never made a late payment and never caused any hassle for them. They seem to be a ridiculous company which employs rude ignorant imbeciles who have no appreciation of customer loyalty or satisfaction. I certainly will not be using them again or any other Virgin service in the future. They've really isolated themselves from a good loyal customer this time. Also, when I had a fault with the TV box several years ago their engineer came and removed it. I'm assuming this ended up on a skip because over the next few months I was charged over £300 for movies I didn't / couldn't watch. They never refunded the money either and wouldn't stop the card for 1 month. Thanks Virgin - A truly exceptional and top service once again!

I have taken a new virgin broadband and phone connection in Uxbridge, London.
The service is rubbish, they installed the broadband and left, without activating the account saying outage problem, whereas the online data shows excellant service in my area.Tried calling the customer care and they made me wait for 15 min and then disconnected the call.This was the scenario for 5 times when i called repeatedly, the technical team dont answer the call

No one is responsible for their job nor the installation guy nor the tech support...

The worst service I have experianced my life...will never recommend for virgin services.