Virgin Reviews 

Frankly they are the worst for customer services. It's takes an age to get through and basically play phone tag. The service is terrible, I have a 220mb connection which performs worse than the 4g wireless backup router I have. Dropouts, slow speed and constant reboots are what you can expect. Add that to the fact they will increase your price every few months and the service gets worse and you can say l see why they are rated so poorly. As soon as BT fibre comes to my area I'm gone from Virgin. Although by the sounds of it I'll struggle to cancel... Think twice before signing up with these Jokers.

Very bad customer service, never again

I have been a Virgin customer for over 20 years. I am presently stuck in Italy because of COVID-19, having arrived here at our small house that my Italian wife of 30 years and I bought back in 2006, as a house to be used for holidays and possibly later retirement.

This was all before BREXIT and COVID-19 intervened. Anyway the house was ready for occupation in 2013. So we began furnishing it with some of our stuff from the UK and planned to stay there every year for breaks. After retirement, as per normal last year 2019 I left the UK in my car to drive to Italy with supplies and provisions, some shrubs for the little garden there, some cans of Bitter, baked beans, smoked bacon, Mint Sauce,Corned Beef, Cornish Pasties and a myriad of other fare, no self respecting Englishman could be without!
The plan was to return to the UK after the worst of the winter was over at the end of March 2020. Then COVID struck and we were in a lockdown, which lasted on and off until late May, I had already registered with the Italian Health Service by then and set in motion changing my UK Driving License to an Italian one, as a precaution. Even so it had always seemed as if I would be able to return to the UK before the end of 2020. However as we all know COVID began to spike everywhere again from August onwards and from June there were all sorts of restrictions being imposed again on travel in Italy's neighbouring countries.So I decided on advice from the UK Foreign Office to apply for residency here. In September this year I began drawing my UK pension.

In October this year my Virgin Mobile suddenly died, Virgin had deactivated my SIM. Since then they refused to send me a new SIM to Italy, when I did get it from my brother in the UK - it would not work as I had an old Nokia, so after eventually speaking to them again, they said they would send a new phone which would take the new SIM. They would not send it to Italy (I offered to pay whatever was required to send it to me Via DHL), but Virgin said it can only be sent within the UK. By the time my brother had sent it on to me Virgin had deactivated the the new SIM. So I had another long wait for a new SIM! When it arrived - it worked, so I had a phone again. When I got my bill in January this year it was for over £50, £45 of which was for internet usage, I had not used any internet at all, never had - but Virgin had changed my contract without telling me. I did get a refund in February after complaining. But it was like getting blood out of a stone. Most of Virgin employees I have spoken to have not been straight with me. The company is the worst example of bad business practice I have ever encountered. The Pandemic crisis should have given Virgin the opportunity to excel at brilliant customer Service, like loads of other companies, instead Virgin have just sunk further and further into Hell.

I have been virgin media customer for the past 2 years, in last 4-5 months I have been problems with my net connection with intermittent connection loss. 
We had a lot of disruptions due to net  problems - my son was marked absent for online school,  kids missing their paid tuitions, music lessons, my husband's work online .
I had spent many hours on my phone over these months and had a chat with >15 times , had 3-4 engineers who visited our property . We were told that intermittent problems was because of cables  and it would be rectified once cables are changed or reinstalled at our property. We were told by Engineers and call center staff that we would be given an update but I get no information or call back from anyone.
I have enquired few times about formally complaining . My contract is coming to an end on soon and I keep getting reminders that the price of my package is going to go up. and recently one of the representative raised a complaint on my behalf and I was told that I would be updated the progress in 1-2 working days and I am still waiting for a call back.
I am not getting what i am paying for( being offered what I am paying for ) . I am unhappy and frustrated at lack of response from customer service and in a dilemma about my contract

Avoid anything and everything that comes under the Virgin branding, that includes broadband, phones, TV, credit cards everything. From the moment you first make contact you're in for a stressful time. Customer services are trained to lie, cheat and generally frustrate customers while extorting money from them and then blame customers for their cock-ups. If they owe you money please don't hold your breath while you try to get it back‐ you'll explode!
I speak from bitter experience....

The internet absolutely rubbish, money waste and time i don’t recommend this bolex , don’t beleive 300-400mpb , if your broadband downstairs you not using upstairs because if you close the doors no internet 😂😂😂 so go long way from this rubbish company!!!!!

Money to burn go with Virgin Atlantic
Another negetive experience with the
"Customer Palm Off" service
1/2 hour on phone pressed all the correct buttons for customer service then told customer service finishes at 5pm. Asked to complain, Darren cant take complaints over the phone. I can have an email address which they dont reply to. Only been waiting since July 2020. Corporate theives.

I renewed my contract in November to run exactly right after the old one expired with no Change’s to my services and the same subscription cost for the next 18 months. But they managed to tag on an extra £6.40. When I queried this they said it would right itself at the next Bill. It did not so I raised a complaint. They have deemed this complaint resolved and that I have been “educated”. They have now told me they are putting the price up by £4 in April even though I have a contract. I have written to head office but as yet have no reply. This company has absolutely no loyalty to its customers and threaten them with charges if you default. They are bullying customers but some of us won’t lie down.

Called to cancel my contract as my bill was increasing by £3.50 a month! The main number had an a recorded message stating line not available so called via sales and cut off after being on hold for over an hour!
I logged a complaint via the website explaining that I wanted to cancel my subscription due to increase and poor customer service! When I called 2 weeks later they claim this wasn’t received! I received a call from retention team offering a new deal and agree to stay as they offered to price match and keep same broadband speed! Receive further retention call 2 weeks later and surprise surprise no record of previous call or complaint and won’t honour deal agreed! As I withheld payment until matter was resolved they have charged me £7.50 late fee and managed to email and call me asking for payment....
TERRIBLE CUSTOMER SERVICE WOULD NOT RECOMMEND-ONLY INTERESTED IN TAKING MONEY OFF YOU

By far the worst company I have ever had the displeasure of interacting with.

From the get go the wifi reached a maximum of only around 2 metres, with the internet just dropping out completely.

Few weeks went on and we had enough, after around an hour on the phone we finally managed to get someone out, but apparently the internet was fine? He moved the router and it helped us get from 0.8mbps to around 1.3mbps in one room!

After trying to cancel, we found out we had to jump through hoops trying to prove it’s not working. (Have to call out 3 engineers before even trying to cancel?!) And also putting a complaint into OFCOM.

These people evidentially have no idea about customer service or promising an actual service.

I would recommend using dial up before even thinking of choosing this shambles.

***VIRGIN MEDIA HAVE STOLEN MY REFUND CREDIT*** upon cancelling my Broadband and TV

Wouldn’t let me post again on VM, so I’m posting it on every other Virgin experience website I can in this planet...

Unbelievable.
Dreadful customer experience. Like the old NTL days.
A minor billing error ( on their part ) remains unresolved because of poor communication with offshore call centre.
It’s becoming very ‘watchdog’ and Kafkaesque.
Unable to speak to anyone!!

If only there was a minus -5 star option!!

How does a company operate with such poor communications. I've been trying to cancel my Virgin package now for 2 weeks, on hold for an hour then the system cuts me off!!

Whilst we got a good deal for our broadband, the connection has been awful. Constantly cuts out and only reaches half of the rooms in our flat. Virgin makes it very difficult to speak to anyone when you have connection issues. Instead, you are directed to an online chat system and an app that scans your connection. Once we decided to cancel, we were then passed through several different members of customer service to try to convince us to stay. We accepted the offer of an engineer to come and assess our connection. He fitted us with a new box which was even worse! And because this happened AFTER we had decided to cancel, we have been charged extra. Very poor customer service.

it's a shame there isn't a -5 star option, during the pandemic they just add to he misery. A company of incompetence, disjointed communication internally and externally who seem to want to add to their own terrible administration costs. Too many examples of mismanagement to list here but here's a few highlights; even after spelling my own name and saying it repeatedly the operator still decided to call me by another name. You spend days either held in queues and if you do manage to speak to anyone they really do not understand what you are trying to resolve, there is an online text service but no one ever responds When you think you've got somewhere on the phone they devolve to sending a letter that leads you back to square one with you having wasted hours for nothing, this loop of errors goes on for months. Virgin are not the company they were 20 years ago, i can't put into words just how enfuriatlingly bad they are, torturous, energy sapping consumers of time. It's like they are trying to equal the emotion of bereavement, stay 200 metres away from virgin, wear a hazmat suit, wash your hands, stay away from this sad virus of a company.

shocking and appalling customer services! These guys are trained to rip off the public and keep you tied in to a contract. I cancelled mine on 7th December last year and they told me it would cease as of 6th January this year. Yesterday they sent me a bill for this month's broadband. After several hours to try to get through on various numbers again and being put on hold i had a really condascending man from customer services eventually pick up. At first he told me i had never cancelled my contract and then when he read my notes accused me of putting the phone down on December 7th so they didn't cancel my account after all and are now proceeding to keep charging me every month until i pay an early get out fee of £129 which is being dealt with separately to which i have already received a letter from complaints dept that will reply within 28 days but no date on the letter. Very crafty! Doesn't uphold if i contest. So basically they were charging me for an awful service which dropped every minute and i nearly lost my job. The whole reason why i have had to swap providers. My job is still on a thin line. Instead i have no relationship with my boss any more who wouldn't believe my internet would go down as much as it did and guaranteed for every time i had a webex to set up. I am with BT now and not once in a month has it dropped. Virgin are sharks and just after the money and are quite happy to not cancel your package as requested and will lie to you as to why they did not proceed with it. As it happens we got disconnected but to tell me i put the phone down is unbelievable. Be very careful with these guys and make sure you get in writing if you cancel with them. I am shocked and in awe of not only an attrocious service that i have received but an ongoing one which i am now going to have to put pen to paper to again as they do not have an email address (very convenient) and i can never get through on the phone. Fabulous! Not!

Would have given zero stars if that was possible! After my credit score keeps going down, was advised to get a free credit report from clear score. After doing this imagine my surprise (layered with disgust, disappointment and moderate rage) when it showed that Virgin had placed on my credit file a default and listed missed payments for august september october and november 2020 outstanding payments for £12 each month. I had agreed to be talked into remaining with virgins broadband service for another 18 months! which included a FREE sim card. was charged £38 per month as agreed to, via a direct debit as agreed to. however. I did NOT agree to a second direct debit being set up! or an additional £12 charge for a FREE sim card included within an Ooomph package! they took it anyway. when I eventually got through to customer services was told it was their mistake it shouldn’t have been set up as a mobile account and was free and included with my broadband package. They continued to try taking a £12 payment out of my bank and sent bills and letters for four months after it was supposedly sorted out and the account closed. YET it is still sitting on my credit file reports dragging down my score because they have said they cannot remove it!!?? RIDICULOUS COMPANY. thieves liars and seriously dodgy.

I phoned up today hoping to be offered a better deal, rather than moving to one of the competitors.
I was on the phone for a total of 2hrs and 45 minutes and left the phone call feeling very frustrated and angry by my overall experience.
The second person I was put through to in the Retention department, what I can only assume, accidentally forwarded me to the Faults department rather than searching for a better deal for me. This meant I was on hold for a further hour, just to be put back through to the department I was originally speaking to. After nearly 2 hours on hold I was then hung up on.
Very unprofessional

Still waiting for V/M to fix transmission mast, had all the Virgin crap as all the rest of you complainants, bigger than the Oxford dictionary may i say, that company is making me feel more p$$d-off than the Covid-19 virus, at least with the virus you know you may or may not survive, with virgin your $$$kin head is screwed-up, anyway, Trustpilot is a fantastic platform for airing your views ect, but issues still persist, we the consumer need some organisation with the Umf to bear down on these money grabbing/bad service providers to get their act together, if not they should be fined or loos their business.

I'm 2 year in virgin wanted to upgrade…
I'm 2 year in virgin wanted to upgrade from 45gb to unlimited have 2 of those deals plus had broadband for 1.5year... here is a catch they won't give me unlimited internet as I don't have broadband (I resign due to being away in summer and due to planned moving out at some point) I had it for over a year and a half(paid 60 pound for internet only) and this is how they treat they own customers... Also I spend 7 hours on virgin chat to get to know that... Avoid it...