Virgin Media

Tried to change contract from landline and broadband to broadband only ,simple ??.was on the phone for nearly two hours .she was trying to sell me mobile phone deals ,extra tv channels which I don't want ..to change to broadband only was more expensive than what I am currently paying .so to change to a lower rate I had to change my password which I done .she said the new contract will be sent .went on their link and it wouldn't accept my name so I couldn't see it..tried ringing them several times they were asking for my password,,wouldn't accept that . Next day spent nearly an hour trying to get through to them, eventually I got through to them only to have to go through the whole procedure again ..this is the worst customer service I have ever known If I had known about it I would have cancelled virgimedia and went somewhere else .speaking to someone you can understand might help ,I would advise anyone to try elsewhere..

Shocking customer service. Would leave 0 stars if I could. Awful internet connection,they should not be able to call themselves fibre. Impossible to get through to cancellation department ,but you can immediately get through to “add a service to account” department. Spent hours on hold and then call cuts off. Call handlers don’t know what they doing,lying.manager argues back and doesn’t care,saying they not going to throw money at customer as the soliton. Never again.

Broadband speed is good customer service is terrible just trying to cancel my contract after it ended its 18 month I have sent and received over 200 whatup messages been pinged off twice 20 normal messages and got no where and now 1 day before it ends they have ended it asked why, it was done in error but will take 24 hours to reactivate!!!! took me 6 months to get a refund for the £35 they charged me that was included in the contact back and numerus emails call until I email the CEO inbox Terrible will never use them again

The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.

Tell to your family and friends as well to not buy Virgin Media Broadband, no and never.
——
I ordered Virgin Media Broadband but their engineers couldn’t install the broadband in my home even in more than 2 months of time.
——
I ordered Virgin Media Broadband ( Acc No: 220934803 ) on or before 19-Apr-2022 and received a confirmation that their engineer will come to my home to install the Broadband on 16-May-2022. The Virgin Media engineer came to my home on 16-May-2022 but he told me that the Virgin Media didn’t complete the work for installation of cables and box outside of my home. He couldn’t install the broadband. But he told me before leaving that someone will come to complete the outside work on 19-May-2022. So, that was just start of their Rubish promises. They were keep lying. Engineer will come this date, someone will come that date. I started trying to cancel the order. But they were not canceling the order as well. I tried to cancel many times through Virgin Media online Chat, WhatsApp Chat and tried to call their cancellation team on the phone. I was wasting very very long time to speak to the cancellation team on the phone. They were not canceling the order. Their wait time to speak to the cancellation team on the phone was more than 30 minutes normally but sometimes was around 1 hour. So on, so on, …
And then finally Virgin Media WhatsApp chat advisor send me the order cancellation confirmation yesterday, 25-Jun-2022 on WhatsApp. I am very much frustrated.

Worst broadband service and customer service ever. I paid good money for 100mb per month and the broadband always down for no reason and the speed hover around 50 to 100mb, most of the time between 50-75mbps.. complaint many times about it they end up telling me there are too many devices in the house so asked me to upgrade to 200mb and I did to try it out, end up same problem, speed mostly 30 to 50% slower and broadband line is unstable and disconnected. now the broadband is offline for 3 days.. I am leaving VM for good, waited more than 1 hour for customer service to connect me to 'cancellation team'.. worst provider ever..

We booked to have our Internet installed on the 5th May and they changed it to the 31st May due to work needing to be done fair enough. Then they change it again to the 20th June fro the same reason as nobody could be bother to come and do the work. Finally they changed it to the 16th July for the same reasons and the customer service throughout was shocking lies upon lies nobody communicating with each other and finally we choose a different provider and virign can't do there job properly and their customer service is shocking!
Moved into our new home and 2 months with no Internet due to virgins incapability. Making working from home impossible and loss of money from our jobs. No compensation given just horrible customer service
Don't go with virgin!!!

Shocking service
OMG never experienced anything like it before. Virgin media.com has cut off elderly vunerable oap fone line for an upgrade. I have rang there customer service dept 7 times in the last 3 weeks and no one can assist me. All they keep saying is we need a password that they have sent out in a letter in the post which has not arrived at the addresss. I am mortified that they can do this to an vunerable 88 and 85 year old pensioners.... What are they to do if they need a doctor or an ambulance... and what makes it worse they have received 2 bills in the post since the phone line was disconnected. Nearly 3 weeks on and there still without a telephone and no help from customer service. One person there took all my details and said she get back to me (never happened).
Please so not go with Virgin Media they are a disgrace to deal with.

Useless customer service
670863302
Virgin were going to install on the 13th fiber and phone line , engineer came and said unable to do as pre installation has not been done . Phoned up virgin they said manager will call you on 24 hours . I said highly unlikely well 24 hours passed no call spent 3 hours chasing up . My lines are due to move from bt to virgin on the 16th . Virgin said they can do nothing until the the 24th I feel I have been messed about with Manager who dose not call . What can I do, manager is missing in action and fiber virgin unable to make and keep appointments water a lot of customers time . They sent Richard Brandon’s into orbit but they can’t install my fibre and arrange for a call back from a manager very poor service , I’m not even I customer yet and the treatment has been the terrible been with bt for 30 years and no issues whatsoever.
Going to cancel stick with bt , I think virgin will bring down the reputation of o2 . I’m a o2 customer might leave them as they are connected with virgin . I suggest think twice before joining virgin .
All they had to do was call me and not make me waste time chasing .
Update I have now cancelled and will stay with bt virgin is a joke . Customer service is appalling wait for hours and hours .
Deal anytime virgin broad 300 Al in £26.
They keep putting the phone down On purpose Philippine call centre good for one word sorry . That’s why virgin took there centers there as they are the best at saying sorry sir every 1 second, lovely people but ain’t got a clue . Frustrating.
Hot weather in car making calls for nearly 4 hours for them to keep putting the phone down so happy I cancelled.

Horrendous service
The issue occurred on 03/05/2022. To explain in more detail I have been miss sold an O2 Sim card contract with out knowing and £12 has been taken twice from my account. My Virgin bill does not say I have a Mobile sim contract with O2 but Virgin Media automatically signed me up without my authority and used my account details to set the direct debit up.
Unacceptable and I wish to cancel my whole contract and a full refund of everything. I've never experienced anything like this before and I changed from Sky to Virgin Media on the bases that the service was a whole lot better along with Customer service.
When I tried to explain this to a customer service agent direct with Virgin Media (The guy had no interest in helping and said I had to speak with O2, but that's not before he started talking with someone else and making some weird noises down the phone, then hung up) I called O2 and they said that they could cancel the account but would need to confirm a security code that would be sent to my email address, that email never arrived. This resulted in a 2nd phone call to O2 and again the same thing happened, O2 could not confirm the email address on the so-call account that was set up.
The agent then put the phone down. (I suspect that a random email address was set up and using my account details for the payment)
This meant that Financially I'm now out of pocket, the stress and time waisted, along with having to sort something out that was never my problem, rude customer service from both Virgin Media and O2.
I want a full refund asap
In order to resolve my issue I would like you to Cancel my contract with a full refund with everything paid so far and also the refund from the contract that was set up with O2, So far £24 has been taken from my account via a direct debit with O2.
absolutely disgusting and pure service.
I want answer

Undoubtedly the worst customer service in the world! After an ‘engineer’ lied and emis-sold a contract to me; I spent 4 hours trying to cancel the contract within 30 minutes of taking out contract to be told I can only do this via calling the one team that can only be contacted via phone. Living abroad, I can not call the number yet agent, supervisor and manager all tell me to call the number despite my explanation that I live abroad and can’t. Left waiting on chat by the manager for 30 mins each time to fail to give me any solution. The worst service ever! They can see the lies through the chat history but still fail to take action to resolve the issue. Lied to by Anthony. Junwill, Arah and then manager Josh over the space of 2 hours have all failed to give a resolution. Last response from Josh was 20 mins ago, 3 of my messages read by him and still no response! Spare your mental health and stay well clear!

NEVER use this company!! I rang a few months ago to cancel my contract due to my redundancy. They offered me a reduced deal but when i explained that my house lease would be up before the new contract ended, they reassured me that the contract cancellation cost would be 150Euro per service. They did not explain that although i was only paying one DD with them and had signed just One contract with them, that they would actually be charging me 3 times to cancel my contract as it was a bundle contract. So instead of the 150 that I agreed to, they are now trying to charge me 450Euro! I told them how completely misleading their agent was , how i feel completely tricked and betrayed by a company I've used for more than 15 years but management don't care. They insist the wording the agent used was 'correct' even though it was completely misleading. My question asked for the cost of contract cancelation, so to only tell me 1/3 of the cost is dishonest, misleading and Corrupt! Do not trust this company, they have absolutely no loyalty or concern for their customers. I was specifically ringing them to inform them of financial issues and instead of being transparent with me about cancellation costs, i was tricked and misled by their agents so that they could make their commission. DISGUSTING, DISHONEST COMPANY! Beware of these fraudsters, shop around, don't be fooled by their so called low prices because they will try to rob you if you leave them, even after 15yrs of being their customer!! This issue is also logged with their regulator for investigation. This is fraud and a scam, please don't make the same mistake as me.

119 calls made, 6 complaints, 6 months waiting on services being connected and Virgin cancel my account and installation after I didn’t answer a call which lasted….6 seconds! All so they didn’t have to pay compensation I would have been owed! 2 weeks and 30 calls made between them cancelling and actually telling me as the separate parts of the business can access another’s! Will never ever be a customer again as long as I live! Staff will hand up when they can’t deal with the issue or understand what you are looking to do. Put you on hold then hang up.

Absolutely INCOMPETNT service!
Today after waiting for 3 weeks I was supposed to have my Broadband installed. When your engineer came out he said that there was still no cable installed from the road to my house! This was after numerous calls to you about having it done and you all confirmed that it was already completed!!!!!!
Still now I am left without the internet!
Virgin media are absolute scammers and rip off time wasting lying swine's!
I am done with you already and I have not even started using your service yet!
ABSOLUTELY DISGUSTING SERVICE!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

THIS COMPANY SHOULD BE BANNED IN UK, THIS IS MOST EVER WORST BROADBAND SERVICE PROVIDER IN UK, I HAVE ORDERED BROADBAND SERVICE FOR MY NEW COMPUTER SHOP BUSINESS WHERE CANT OPEN SHOP WITHOUT INTERNET SERVICE BUT THEY LAID ME DOWN BIG TIME, THEY HAVE TAKEN ADVANCED 3 MONTHS MONEY FROM MY BUSINESS ACCOUNT BUT NEVER INSTALLED BROADBAND OR GAVE INTERNET CONNECTION, THEY GAVE 4 DIFFERENT INSTALLATION DATE IN WAITING 2 MONTHS SINCE I PLACED ORDER BUT NEVER TURNED UP, EVEN NO UPDATE. EVERY TIME I NEED TO CALL FOR UPDATE, NEVER HAD THAT MUCH BAD EXPERIENCE LIKE VIRGIN MEDIA IS DOING WITH ME. BECAUSE OF THEIR NOT DOING BROADBAND INSTALLATION, I COULD NOT EVEN OPEN MY COMPUTER SHOP YET, I ALREADY LOST OUT MY 2 MONTHS SHOP RENT + MY SALES. I AM GOING TO TAKE THEM IN COURT, THEY ARE RESPONSIBLE FOR MY ALL FINANCIAL BUSINESS LOSS SO FAR AND THEY HAVE TO PAY BACK MY LOSSES. A TOTALLY IGNORANT SERVICE PROVIDER, A CHEATER AND DODGY COMPANY, SO BE AWARE ALL !!!!!!!

Extremely bad service, could not provide me a receipt for paying my handset. Richard Brandson by law your company should provide me with a receipt. Why it is hard for your customer service to email me my receipt of my full payment. What wrong with your customer service. Train your people and we are free to leave so why you making hard for us to leave your service. You are billionaire enjoy the money but let us have a peaceful mind. make it easy for us to leave. why are we put on hold for so long. With this number you can track me and my conversation with your team you have 103168103. Google should put a red star for negative 10 point. Bad service has been with this company for 15+ years and you get this bad treatment. I hate this virgin media name.

Someone from virgin parcelled s22 ultra to my house by mistake, i rang them and someone who's name was B. Sashov asked to send this back by recorded next day delivery on address: 16 merton road, bedford and that i will receive the cost for delivery plus a discount on my package, after all, they blocked my number and all of virgin number operating from my house which are 4, i believe B. SASHOV stole this new s22 ultra for himself, and that i shouldn't have sent it back. Plus i didn't receive any delivery cost!

I needed to change my package so it wouldn't double from £63.00 to £117.50. I could not get onto my virgin media, I could not register again as it would not accept my password and I could not call as I do not have a virgin mobile and 0345 numbers are expensive to call. Sitting in on the landline is not an option due to work. As a consequence when I finally got a bank holiday off I called but it was too late and nobody would sort. After 3 hours of crying and frustration on the landline they did not out through the package change and so I had to call back again. They finally changed the package but May will still be a sky high bill which no one is willing to fix. Utterly useless customer service and the worst customer experience of my life!!! Never ever use virgin media, they just want to rip you off.

No interest in helping to solve any issues whatsoever, I'm actually shocked how untrained the assistants are, absolutely 0 communication between them, transferring you from one to the other with them having no idea why you've been sent, having to repeat yourself over and over yet all you ever get is excuses and false promises.
Spoke to a Scottish lady called Linda, somehow she was the only person we could get hold of through the phone every time we called, absolutely shocking disgusting rude arrogant attitude, she kept talking over us no matter who called, me my daughter or my son in law, even refused to give us her last name saying she's the only one who could put a complaint through. I am trying to get a disciplinary action against her to fix her gross attitude and will go above and beyond for causing me so much stress and hassle while dealing with my brothers death in Ukraine. Will definitely not choose virgin media in any form in the future, AVOID THEM AT ANY COST!!!!!

I would happily give zero stars, in every way for everything.
My late mother had virgin and she unfortunately passed away in December. I call to notify them in January and was given two options. Either carry on with her existing contract OR become a “New Customer”. As she was a long standing customer she managed to secure a very good package deal. So I agreed to continue under those terms and gave over my bank details.
However it has been anything but a smooth ride.
Having to make contact, on average; monthly, as the direct debit amount was not correct and/or services not working.
This came to ahead in March 22 when I received a bill for double the agreed amount. I called and was informed that the amount to be debited from my account was not that amount, this was showing as they had not made a manual credit adjustment in time.
Direct debit date comes around and they take that larger amount.
I called again and demanded my money back. I was directed to make an Indemnity claim at the bank, which I did.
Then in April I received a bill with an even larger balance.
I was persuaded by a virgin media sales rep that all my problems would go away if I took out a new package as I wasn’t actually on a contract - which incurs a charge, there was no direct debit set up - which incurs another fee.
So I set up as a new customer and there was a very detailed conversation about amounts to be paid and credits and account closures.
Suffice to say I sought another provider and had them come and install actual fibre to my property, not a glorified broadband speed.
To then be told that it’s virgins standard procedure to charge a month in advance.
This was never outlined to me at all during an hours telephone conversation.
So I called to close everything down. And even though I’m not in contract, or at this point, even using their service (every virgin piece of equipment was unplugged and set to the side) and that I would need to arrange for their equipment to be sent back or they are going to charge me £65.00.
Cut to now. Having spent 36 hours in their chat queue and it is only now that o have managed to get a complaint officially raised.
I am now left with a motorways length of cable at my house which is draped through my guttering, stuffed under hedges and worse - a tripping hazard as pointed out by the new providers independent regional installation team. No wonder the service was so shoddy it was never installed properly.
I will never have any Virgin Media product in my house again. And now they have merged with O2 - with whom my family have been loyal customers for years. We are also in the process of switching all mobile contracts and services to another provider. I will now actively discourage people to sign up with virgin media and I will leave negative reviews at any given opportunity so that people are aware just how this disgraceful and inept this organisation is.
BEWARE of virgin media. They are quick to take your money and make their demand for it. But if you have a problem or complaint you will passed from pillar to post and heaven forbid you suffer a bereavement.
And here is the real kicker ladies and gentleman - after all said and done. They are insisting that once the closure is complete I will still owe them £40.odd.