My Virginmedia Reviews 100

Virginmedia service has given me a good service for more than 25 years. I need to ackonowledge that at the outset.
However, I have just come to know quite by chance in the last 2 days that VM is phasing out VM email service. This has come as shock to me.
While I appreciate VM no longer wants to provide such a service to its customers, I was not warned about it, nor was I given a time scale in which my NTLworld emails service would come to an end.
Finding another email service provider is not that difficult. However, I now have to notify hindreds of all my social and business contacts about a change of the email address. In the meantime, I am not even sure what would happen to my legacy emails stored in the VM webserver.
By the way, VM automatic answering service is the most annoying I have come across in recent years.It was unable to understand what my choices were. After repeated attempts, I have manged to speak to an advisor who answered my call from Philiipines. I had difficulty in understanding his accent.
VM should reconsider using these overseas call centres.

The worst broadband from UK, communication with operator is very difficult, they don't speak or writing English. The Virgin website is a massive rubbish, I trying to contact someone from Virgin, waste 3 hour from my life for nothing. The Incompetence (all) are working at the Virgin Media, absolutely all. If you want to do a deal with the most rubbish company think twice + are most expensive on the market. Veryyyy disappointed very!!!!

We got wifi delivered today. It’s not working. And when we contact you, your tech guy can only come next week. What the hell kind of service is that???

I have been a Virgin Media customer since November 2024, and the experience has been an absolute nightmare from day one. Their customer service is appalling: I have been ignored repeatedly, disconnected from live chats deliberately, hung up on, and lied to over and over again.
An engineer destroyed my garden while installing Wi-Fi and was extremely rude. Virgin promised £30 credit in writing when I complained about this, but this never appeared on my account. Random amounts of money have been added to my bills that I do not owe, and even after overpaying these false charges, my internet was disconnected anyway.
I am completely unable to access my online account. Virgin created a new account and contract without my consent, even though they confirmed I would not get a new contract (I have evidence of this). They refuse to allow me to use my email address for the new account. This is not only a blatant lie but also illegal, as they misrepresented my agreement and denied me access to a service I rely on.
I am disabled and rely on the internet as an essential service, which Virgin was fully aware of, yet they disconnected me regardless. Their actions show a complete disregard for accessibility and basic human decency.
Blatant lies and mis-selling have been consistent. For example, Volt benefits were never applied until I threatened escalation to the Ombudsman after Virgin media lied and said I wasn't eligible. This company has caused months of stress, wasted time, and literal tears, affecting my mental and physical health.
I stayed with Virgin Media only because they hold a monopoly on internet services at my address, but I am leaving and relying on mobile data as a hotspot instead. Their incompetence, dishonesty, and total lack of accountability make them the worst company I have ever dealt with. I am now going to the Ombudsman over billing, overcharging, and their complete disregard for customers. I have also formally demanded Virgin terminate all services immediately, which they have obviously not done.
Virgin Media cannot do anything right. They are rude, unprofessional, negligent, and utterly incapable of providing even basic service. I have had enough—this is the final straw and I will NEVER use this company again for the rest of my life.

I wish I could rate this company lower than one star. What a bunch of criminals. Transferred recently from Sky and let virgin handle the move. They have now lost my telephone number that I wanted to port, failed to send out an engineer that resulted in a wasted 3 hours waiting for nobody to turn up, failed to send the correct cables to connect up the phone and have since been a literal nightmare to get through to their customer services. Avoid this company like the plague

Update on complaint blueyonder email close by Virgin...Hello B G..excuse me the account belongs to SC not bg bg has a Virgin account but the blueyonder email is mine
>
> We have an update for you on how your complaint is progressing with us. We’ve tried to contact you to discuss in more detail, but we were unable to reach you. We didn’t want to delay things, so we’ve gone ahead and offered a proposed resolution.
>
> We’ve looked into it and here’s what we found:
> Hi , hope this email finds you well.
> As per the complaint, we understand that you are having a concern with the email account. We regret for the inconvenience, this is not the kind of experience that we would want our customers to go through. I understand how important this matter is, and we’ll address it promptly. I apologize for any frustration you’ve experienced; we’ll make it right.
>
> Here’s a summary of the complaint outcome and what we propose as a resolution:
> Upon checking the records, its evident that you have connected with our team on the multiple occasion and the team recommended you to connect with the Gadget rescue team as they are the specialist team to deal with email account, however we see that you are not interested in connecting with them. In this instance, we request you to connect with the technical team as we need you online to check this, or you can share your convenient date and the preferred contact number so that we can arrange for a call back for a swift resolution. If you would like to discuss this further, please give our customer support team a call on 0345 454 1111 or by calling 150 from your landline and we will do our best to get this sorted for you. Or you can connect via Live chat by following the link to initiate live chat : t We take your feedback seriously, and I apologize for the inconvenience. Rest assure I have documented this will be forwarded to the relevant team so that we can work towards creating a positive experience to our customers..UPDATE.4 hours on the phone to Virgin..spoke to 4 Virgin reps.eveyone failed to get in to the blueyonder account My account not BG .including the last person I spoke with Sion.who has just raised it above to the Virgin top recovery team..I tried the gadget team who could barely speak English and they failed.now I've got to wait another 5 days..regards to Sion..I'm still asking for compinsation for my self for the inconvenience lack of curtacy.and causing me sever stress I told them I have a trapped nerve neck spine.And yet they all kept me on the phone 4h to day.i was in agony .alI Sion kept on saying I won't be long I was the sitting on the floor the 4 hours..Sion raised problem to another level
So weather Virgin recover the full account or not.im claiming compensation just for the stress...and the anguish and pain I suffered dealing with this Virgin blueyonder account closer..Beware the Premium Gadget rescue team English very poor ...YOU will lose your patients with this crew..time to bring this to a conclusion.SION still waiting for your conclusion regarding this matter

VM has the best connection/infrastructure (with occasional downtime). Unfortunately they have possibly the worst customer services and pricing in the UK. Every time my contract comes up for renewal I have to call in, spend 2 months getting through security BS waiting for passwords in the mail etc. (They still after 2 decades have my name on the account wrong), argue about how my bill has nearly doubled for going out of contract pricing, get passed to multiple agents all poushing for an upsell before i get to someone who can actually help me then feeling incredibly frustrated at my experience walk away with hopefully the same service at the same price that should have taken a single 5 minute phone call. This company really needs to sort its $#!7 out.

Ofcom's rules mean that phone, broadband and pay-TV companies must contact you between 10 and 40 days before your contract comes to an end. These alerts – sent by text, email or letter – must include:

- when your contract ends;
- the price you’ve been paying until now, and what you’ll pay when your contract is up;
- any notice period for leaving your provider;
- your provider’s best deals, including any prices only available to new customers; and
- details of other contracts that are taken as part of a bundle, including end dates.

Virgin Media broadband did not notify me of the above. Consequently, I only noticed a huge price increase after my contract ended. Being very unhappy, I called customer services to cancel my contract altogether and an operator told me that, because my customer record showed that I HAD been sent an email, there was nothing he could offer in the way of a refund or compensation. I did not receive an email. I registered a complaint, as I think this is disgraceful and unlawful.

I want people to be aware that they may not be contacted by Virgin Media about this, and they should therefore closely watch the number of months left on their contract, as huge price rises will automatically be applied if they're not proactive. Because I didn't notice the price increase immediately, Virgin Media have made a whopping £132 more than they should have out of me.

Unfortunately unable to put minus 5 stars.. The biggest mistake I did and sign up with them, stay away at any cost..The bill is always wrong, every month calling them around 7-8times to get it sorted and fixed only to get same issues over next month and its now been 5 months. Their complaint department and customer services doesn't understand anything and all they do is escalating the issue after that telling you they tried to call but couldn't reach you so closing case and you are going same circle over and over.

Where to start!! I have been lied to multiple times
Where to start!

1) When I signed up for Virgin Broadband I warned the salesperson that the previous tenant who had Virgin Media Broadband in this home said that it doesn't work anywhere except the living room near the router. I inquired with the Virgin Media Salesperson whether this issue will be resolved. I was told "Absolutely, we'll send you a booster/hub." When I got my broadband installed, there was no booster installed. After digging for a way to reach customer service I was told that to have a booster will actually cost me £8 more each month. You can imagine how annoying that was. If I had known, I might have gone with GNetwork instead. But that's not necessarily why I am writing today. Number 2 is.

2) When I signed up for Virgin Broadband, I made it very clear that I needed a paper bill in order to get a DBS check and a bank account here in London. I NEVER received a paper bill, instead getting an ebill. I tried to change to paper billing online on the Virgin Media dashboard but the system would never recognize the change. So again, after jumping through a ton of hoops and being hung up on multiple times by the automated system I managed to finally reach a person who said that they could add paper billing to my account. However, they said it would cost me an additional £1.75 each month to receive a paper bill. I pointed out how unfair that is for people with disabilities, but fine. The representative, Karan Bhosale, said that in about a month, after receiving my bill, I can call back and switch back to e-billing with no issue. Well, I just called back, a month later, and the representative, Neil Javier, just said that in order to switch from paper billing (which I NEVER received btw) to ebilling would require that I sign a new contract and that he can't guarantee that my new contract (signed less that 2 months ago) will be a price match. He just told me that, in fact, it will cost me an additional £10 a month now to remove the paper billing under a new contract! I JUST WANT EBILLING!

3) Let's talk about how impossible it is to reach a person. If you do manage to find the phone number and go through the system, clicking 2 for this or 3 for that, they will eventually send you a link that says, "We've just sent you a link to do this or that," and then it hangs up on you. As mentioned above, the website dashboard doesn't work properly sometimes so the links they send are pointless. I have to get back on the phone and jump through hurdles again to reach a person.

I am seriously considering cancelling my relationship with Virgin Media if they don't give me ebilling on my current contract, even though they said they will charge me £366.20 to cancel (despite having only been with them less than 8 weeks). I am going to research other Broadband providers. Seriously... Virgin Media, you can do better. Be better.

If I receive a response from them to "call them" or to reach out to their other "Customer Service" avenues, I'm done. As stated above, those avenues don't work. I want a direct number to a representative who is willing to change my paper billing to ebilling. How simple is that.

For some 4-6 weeks now we have been on a roller-coaster ride with Virgin Media over downtime and all the usual stuff. The upshot of it all was that we upgraded to a faster package only to experience the following :
1. Promised speed - Never delivered
2. Downtime - Our hubs fault
3. VM technician set up new Tivo-box which would solve everything - Not such luck, failed yet again Virgin !
4. Non delivery of service as advertised, at speed advertised.
5. An almost constant lack of service at all !
6. Street chatter on 'who is your ISP ?' together with an ever-increasing number of utterly frustrated home-workers and business owner who cannot function with the outages and long down-time to recovery.
7. ALL of the above and perhaps a lot more have been my own experience and others in this area.
8. The area I am talking about is ML3 7HF in and around Hamilton in Scotland.
9. To add insult to injury trying to talk to a 'human' and not a Bot is virtually impossible. The solution is not to have a series of FAQ's beginning with 'Have you checked your Hub ? I could but won't go on. Are you listening VM ?
10. Totally incompetent Technical support did nothing to assist in a moment of crisis ...other than add, YES add a Home insurance Cover onto our bill. This was sorted but what is really going on here VM ? You are in a very bad shape and your subscribers in this area have had enough.
11. VM you are failing on so many counts. Failure to deliver as advertised, at speed advertised to so many.
You should have back-up/contingency measures in places to cover such wi9de-area outages. Why does the greed drive you to deprive existing customers in pursuit of the new-build potential that may be in your cross-hairs ?
Get a grip VM you ought ot be ashamed of yourself !

Trying to sort out an issue with the Virgin TV go Ap and my iPad I have been on line starting with the chatbot at 10.24 this morning it is now 18.05 and I am on to approx my 6th person They take so long to respond at least 15 mins from asking you a question to coming back to you that the system times out You then have to start all over again going through the same irrelevant questions This is clearly done deliberately to make you give up. I responded to the last question at 17:35 it is now 18.06 and nothing I have been with virgin for over 20 years but it looks like it is time to go - not sure I would recommend anymore

Disgraceful customer service. Rude and ignorant call centre staff. They dont listen. They just read a script. Like going back to the 1970s. Avoid at all costs.

Hello to all Virginmedia customers who have to call the help desk for support, there isn’t any, after lengthy calls to the call agents you are left frustrated and confused.

I would like to update my previous blog, returning customer to Virginmedia Thursday the 25th of January five days ago, the technician turned up to install broadband, TV and phone package which includes three wireless booster. He stated come to fix your TV, I then explained your here to install a new service, luckily he had all the necessary kit on the van, off to a bad start for a new customer.

After day one called the helpline for boosters due to dead spots in my house, three call agents later all promised the same, no problems they are on the way, all a load of rubbish still not delivered and on checking not ordered, why do you hit a brick wall when ordering boosters?

Today, I received an email do I want to reschedule my install on the 31st of January which was installed last Thursday unbelievable incompetence, fully understand it’s a huge company but obviously not joined up, I have 9 days to decide to return to Sky, it’s with regrets as the broadband is great when working and the technicians on the coal face are very friendly and helpful, it only starts deteriorating when have to use the call centre.

Was offered a deal on renewal of my contract. Full information not given so decided to call back and review approximately one hour after their offer.

Was then told of extra costs involved and my monthly payment increased by £8

Cancelled my contract

absolutely shameful customer service
had a credit issued for loss of service but this was actually added on to the next bill not credited
numerous long winded phone calls and several emails later the issue is still not sorted they are demanding payment of an incorrect amount may as well be talking to a brick wall i'd get more sense

Trying to contact Virgin Media to discuss my contract which ends soon. Busier than expected is their opening gambit ……perhaps one of their highly paid managers would like to test their service and see it is completely unfit for purpose. Perhaps they should add the Samaritan number too as you soon lose the Will to live.
Useless, shocking , dreadful …..words fail me. Why can’t we give a zero….not even worth a one.

DO NOT USE THIS COMPANY FOR YOUR TV/BROADBAND SERVICE. THEY DO NOT CARE ABOUT THEIR CUSTOMERS. Unfortunately can’t award zero stars. Have been a Virginmedia customer for over 20 years, recently moved home informing virgin we wanted to continue as customers taking our services with us. We were given 18th August as the date for reconnection, on the 18th received a text putting reconnection back due to external work needing to be carried out & new date for reconnection. Here we are 8 weeks later still not reconnected despite having been given 6 new dates, the latest date being today 13th October. Two workmen appeared outside my house 2 days ago, messed about for 10mins then buggered off. Received text message an hour ago informing me installation has been delayed for 2 weeks due to work needing to be completed outside my house. Phoned to complain for the 7th or 8th time, again got nowhere. Despite being informed repeatedly in previous calls someone from the installation team would contact me with an update and resolution no contact received. So we are 8 weeks without broadband or tv service, virgin just don’t seem to care about their long standing customers.

My contract coming to end next month so I have been trying for the past 2 days to speak to someone I try every number live chat WhatsApp text messages it’s a joke finally thaw I was getting sorted still non the wisher whether they are closing down my account.

A few months ago my landline stopped working. I called Virgin. They blamed my equipment. I didn't believe them but bought a new BT handset from Argos anyway. Guess what? It still didn't work! They lied. The line was broken. They told me the landline had been cut off at the junction box up the road as they were rolling out phones that worked off the router. I immediately foresaw a problem. I told the engineer I have a cardiac issue, I live alone, I live in a poor mobile signal area, the internet was not reliable, and I needed a solution. They said they could provide a special emergency phone. They arrived the following week with this. It is basically a cheap mobile that looks like a landline phone, but has a sim and runs off the mobile network. I had already told them where I live, the mobile network was unreliable and weak. I was told this was a 'special' sim. Anyhow, it was fitted and seemed to work. A week or so later I had a call from virgin to say they had detected the emergency phone was not working. They did not speak to me. They left a voicemail on my 'landline' as I was out. So I called back. The usual long wait to call them back and then I was cut off. So I could not face the idea of doing that all over again. I left negative feedback on Trustpilot. I got some silly apology, and given various ways of contacting them including through Facebook and their own customer forum. None of it worked. It still has not been fixed. Today I was on the phone to my Doctor. Not about my heart. It was more routine. The landline died. In fact the internet went off and I had no phone and no internet and no tv. I lost the call. My mobile was not able to get a signal.  The emergency phone doesn't work. So I lost the call, and it is a ticking timebomb before I have a cardiac incident and I can't call an Ambulance. I could die. Virgin , DO NOT leave a message asking me to contact you. YOU contact me and keep trying until you get through. My account is 121388301  Area reference:  26. Please contact me urgently. If you do not I will escalate this because you are risking my life. This is a shocking failure of duty. I say again. DO NOT ask me to contact you. It is your job to contact me and fix this!