I'm shocked to look back and find I gave Virgin Media anything other than a single one-star rating considering how terrible and unreliable they are from their customer service to broadband and television reliability, after such a struggle I'm so glad to be seeing the back of them. The fact of the matter is, they might be the only TV provider to integrate with Amazon Prime Video, they might offer free BT Sport and have the best speeds in most of the UK areas - but is it really worth it considering how expensive they are and unreliable, and the fact when a problem does happen (it happens a lot) they don't seem to care at all? No way. Horrible company - I had to spend over two hours on hold just to cancel my services. They always spent multiple weeks just to respond to my complaint. The Indian based call centre was ridiculous and the staff had no technical knowledge. The most bizarre situation was the fact I needed an engineer due to a totally unrelated issue which couldn't be arranged after multiple time waiting on hold - because of a fault in my area which had nothing to do with why I needed an engineer as it would automatically cancel. My services seemed to go down all the time - when it worked it was great but it was a typical case of "when it worked", most outages might have only lasted a few minutes but still this could mean losing what one is doing online and so much inconvenience and do Virgin Media care? No. I'm really glad to see the back of them - they might have the best speeds in my local area by over 100 mb/s more but it just isn't worth dealing with a company with awful reliability and customer service. read more

Refuse to fix their accounting errors. Made an unauthorised purchase of a sim card never requested, never activated, and never used. They said it was fixed but a year later I found a £14 default on my credit rating. Although acknowledging their mistake, they say it is now O2's problem and they have not fixed it. read more

Everyone don't even bother. Why can't people understand if you can't get it right in the beginning.... I placed an order, and I said I had list of things I had from my present provider, and I wanted the same, but really also wanted the 200MB, rather than 48MB deal I had at present. So I wanted: Broadband (at present 48MB with existing provider) you could give me 200MB - Unlimited Telephone line with: Caller display, 1571 type answerphone, free calls weekdays and weekends local and national, but you were giving mobile calls as part of the deal. Virus protection on 7 devices, but you were giving me this for all devices via your server. Keep my existing number. OK Don't tell my provider until after the installation. You give me an install date of the 9th August 2016. Thanks. You'll what? O! Send the contract immediately via e-mail. Great! Two days later...... No e-mail.... Contact customer services. Check the e-mail address I gave your sales guy...... It's wrong. OK here's the correct one again, and you'll send the contract in the post. What? My e-mail address is not a valid address. You mean the domain is not valid. That's really odd, as that is the domain I use for my uncle's bills, and I get notifications, and then send him a copy in the post. OK. Use my yahoo.co.uk address. What you can't send the contract, you have to tell another department to send that, and it will take 24 hours..... OK. I'll definitely receive the postal copy? Yes! Three days later, no e-mail, no post. Ring customer services. You say they don't usually send contracts via e-mail. The other person hasn't organised a paper copy, you'll send them. OK. Five days later, nothing. Ring customer services. Look all I want to make sure is that what I have ordered is in the contract. You can do that over the phone, and you can send a copy in the post. Great. You say that "caller display" is not on the list. OK. You'll add it for free, because of the trouble I've had, and the paper copy will take 5 days.... I'm still OK for installation of the 9th August 2016? Yes! Great. 9th August 2016.... I receive a copy of the contract to sign at my yahoo.co.uk address. I check it and instead of £50.99 for the trial period, and £9.99 activation fee, it duplicated two of everything, and shows a monthly direct debit of £101.98, and £19.98 respectively. How can this be? See pic.... Ring customer services. No that's clearly wrong, wait for your paper copy. Still OK for today? Installation? Yes! 9th August 2016 - Installation between 1pm and 6pm. Ok call it paranoia. At 4:15pm I called customer services in some far off land...... No, your installation date has been changed! But I've stayed in especially..... OK, when is it been rearranged for? 5th of August 2016. OK. Do you want to listen to what you have just said? I've heard that technically that Virgin are good, but you have a time machine? You don't have a time machine. How do you propose to go back to the 5th August, as that is now gone? It was due to the fact that someone added "caller display", and they put in the wrong date. Even though caller display was part of the original order? OK. What's the next date available? 24th August 2016...... Tell you what? Cancel the order. Yep? Cancel. Send me an e-mail to confirm.... OK you say you can't send an e-mail but another department can, but you deal with cancellations. CANCEL THE FLIPPING ORDER!!!!! I've told my ISP that I'm not leaving them after all, and to rebuff any attempt for Virgin to switch, and put a note on my account. I do like their complaints via telephone. As I'm not a customer I can't use their free service, but I can use their 0845 number, for which they will charge me 7p per minute (or part thereof), for telling them how crap they are!!!!! They make money out complaints... Ofcom where are you? read more

Virgin Media - This is a copy of the contract, which finally arrived, and suggested I was having two installations... - Television Service Providers Near Me - London, XGL

* Review updated on 18/Jul/2011 - downgraded by one star as issues ongoing * Absolutely shocking customer service. The only thing preventing a one-star review is the fact that, up until our services were disrupted, we had a pretty sweet cable+broadband deal going with them. Ever since a clumsy utility company accidentally drilled through Virgin's cables under our street - THREE AND A HALF MONTHS AGO - we have been without TV and internet... Having tried desperately to jump ship to any other provider earlier on during the debacle, it became clear only Virgin could offer us the services we wanted. We were trapped, and boy did they seem to know it. Eleven phone calls later (every single one from me to them, as if they had totally forgotten about us) and two "Your account is £xx in arrears" letters later - despite having agreed with them earlier that I would not reactivate my standing order until we had our services back - and it looks like today is the day we are meant to be hooked back in to the 21st century... I am currently - and perhaps predictably - still waiting for the technician, who appears to be stretching his timing 'window' to the max. A bit like his company with my patience and good humour. So there we go - perhaps the grass isn't greener on the other side, but my garden sure as hell is shot to bits either way. My advice: ignore their lovely but disingenuine 'Welcome to the neighbourhood!' letters when you move in to your new flat and go with another provider if you can. Mr Branson will regret it - you won't. read more

27th October 2009 Dear Sky, I imagine hearing from me is rather unexpected. I know I was the one to walk away. Foolishly I believed the grass was greener on the other side. I walked away from three years of love, dedication and adventure. I left you for a cheap slut who wooed me with fancy words and less channels - she was a go'er. What was I thinking... Why wouldn't you compromise Sky, why wouldn't you listen when I said I would take you with me... but no... you wouldn't stand by my side, rather you thought of money, wanting to charge me for moving. Three years I had been loyal to you, why would you charge me? Sky... Virgin Customer Services treat me bad. She never get my bill right, overcharging me, changing the rules. Her internet wavers like a Willow tree in a storm. Her TV doesn't provide me with all the things you did. Yes I will miss her On Demand, but I no longer care. Can you ever forgive me Sky? Will you take me back? Yours sincerely Leon read more

I hesitated to write such a scathing review, but after being deceived, treated poorly, and insulted...I had to warn others. I will divert from my usual highlight and lowlights to paint the picture of the most terrible service I have ever had. I had called Virgin to set up internet 2.5 weeks before we were set to move into our new apartment. 2.5 weeks ahead of time is MORE than enough time to get something like internet set up. This is 2012. Virgin told me that it would be set up on 12th of Nov. The 12th rolls around, nothing. Ok. I give them slack, I wait until Tuesday evening to call. They tell me there has been a miscommunication and that it will be taken care of tomorrow. Lies. 24 hours later, no internet. I call, no updates on when it will be installed. Repeat this process 6 more times. I have now spent hours of my life on the phone with these people to get no answer as to when my internet will be installed. I finally call EE and am told that my internet will be installed on the 26th of November. I inform Virgin of this and they tell me that they wish there were something they could do but their hands are tied. I say, fine. I then request to cancel my services. It is at the point where I cancel my services that they put me on hold and come back and tell me they will give my 50 quid for my inconvenience and to give them 24 more hours to sort the installation out. So today - 24 hours later - they call and tell me that BT can install it on the 26th. At the same time EE told me they'd install. Interesting since they for a week they told me they wouldn't be able to give me an update. But suddenly when I want to cancel their services they are able to give me a date. Suspect. I will probably still cancel with Virgin because of the absolute load of crap I put up with. Also, as a side note, it is literally impossible to get the internet set up in England. I am going to sound soooo American but in the states this would have been taken care of when it was scheduled and if not, DEFINITELY within a few days of the mess up. read more

I had to move home for work reasons, they said their broadband was not available at my new place (Bristol town center) and I have to pay a £240 cancellation fee!!! read more

Virgin media avoid like the plague Total useless forever problem s Bad customer service will not recommend Now with bt much cheaper and very good service read more

Manni Panesar is amazing customer sales guy, I got my Virgin media setup just last Thursday and after detailed explanation of all options., possibilities, he told me I can call store anytime, if I had some problems with setup. And unfortunately I did, the guys that came did not setup Tivo box, because I did not have a TV jet, but told me instructions and said it was easy.... It was not, my TV still does not have any channels, but I called Manni to to setup another appointment and now just waiting for setup team to call me tomorrow! Great, friendly and very caring customer service! 5 Stars all the way. read more

Internet works great. Customer service, not so much. Nearly an hour on the phone with probably 6-7 different customer service representatives and they could not sort out my contract. read more

Eek indeed! I have a feeling this might turn into a rant...so fans of virgin media might want to look away! Aaah Virgin Media...the promise of decent, fibre-optic broadband to keep my gamer-boyfriend happy and still allow me to watch the BBC iplayer. It all sounded so simple when we signed up...but *sigh* has turned out to be a complete nightmare. We signed up in September...it is now December, and our phone has only worked for about 2 weeks the entire time. To add to this, virgin fibre-optic broadband is the slowest service I have encountered in the last 6 years. It started off quite slow...but has got steadily worse so now we can't stream youtube, let alone the iplayer! Customer service help - According to my friend, it's best to try their forum http://community.virginmedia.com/ I signed up and had some success here... they managed to arrange a technician to visit my flat. (They were no help with the slow broadband...but at least they can help with our lack of phone-line.) - I waited in my flat from 8:00am -12:00, but there was no sign of him. - I called the nightmare customer service line, waited for 15 minutes, got through to someone in India who kept calling me 'Miss Josephine' and then hung up on me. - I called again...30 minuets wait this time. The technician was now very late...but I was told if I wait another half an hour they 'might' be able to tell me where he is. wtf?? They were so rude, that I ended up in tears. Not cool. - I asked to be put through to the cancellation line. This bloke was very helpful, but couldn't help me. Unfortunately, as I spent so long on the phone, I ran out of credit, so was cut off *more sighs* - However, I think me crying on the phone and explaining how annoyed I was helped...the cancellation man called me back! He contacted the rouge technician, who claimed to have come to my flat at 12:30 (he definitely didn't knock as I was there the whole time) ...So their staff lie. *even more sighs* - I have now been told that as the technician DID come to my flat (he didn't) , I have to wait for virgin to call me to make another appointment. So I still have no phone-line and terrible internet. The final insult. If I attempt to cancel my non-existant phone line and terrible, slow internet...I have to pay £183. Yelpers, you have been warned! Don't sign up for Virgin Media!! read more

Virgin Media is a DISASTER. We pay almost £80 per month by direct debit, every single month - this is for them to provide constant Broadband and TV service. My husband is in London on important business - NO INTERNET at our flat. 5 days later still no internet. This is after number of painful phone calls (fortunately NOT in a Virgin Media phone) diverted to the so-called call centre, each time having to go through the whole sorry tale, and having to listen to meaningless scripted responses. Tuesday 3 November a technician turns up - not at the assigned time, tells the caretaker who let him in that not enough people had complained to escalate the time scale for fixing this problem!!! He left within 5 minutes having done NOTHING - this man should be fired. Still no internet. Another long call via the call centre, finally spoke to a supervisor who then called my husband in London. One hour and ten minutes later the supervisor admitted he couldn't do anything. Another technician is due tomorrow afternoon, Saturday 7 November... will he be any better? We'll see. WHY would we even consider staying with Virgin Media? Blatant robbery, zero service. read more

I don't know which store the previous reviewer signed up at, but my experience with white city has been nothing short of brilliant. The staff are absolutely lovely, the store has a sort of 'feel good' atmosphere, and as a wheelchair user who has a mild stammer, I was treated no different than the rest of the customers. The staff were very patient with me and even gave me a free installation (which was totally unexpected). I love the tivo service as well as the broadband, I have no trouble streaming and downloading simultaneously, I have NEVER found it to be slow and I have two teenagers who are constantly on their smart-phone-device-thingys! I just had to give virgin and this particular store a well deserved thank you, I guess everyone's experience can vary but I am to this day a very happy customer! read more

By far the worst company of any kind. I work from home so it important for me to have a reliable internet connection. I was a customer for about 7 years. I called them to ask for my MAC as I was thinking about trying another broadband supplier. They said they were going to email me the MAC the same day. Two hours after the phone call, I had no internet connection. I spent hours on the phone talking to them trying to solve the problem. They were trying to convince me that having a problem two hours after I asked for the MAC, was a coincidence. Typical responses during the problem solving session were "we are dealing with the problem, we need to talk to our technicians, we will get back to you in 10 mins". One hour later, no news from them. I called them up and the guys that were supposed to call me back were dealing with other complaints. Needless to say they did not send the MAC the same day. Next day I called them and demanded the MAC over the phone. They gave me the code but they also said they had emailed it to me. Of course I never received an email from them. All that trouble and I had not even passed my MAC to another supplier. Also not forgetting the times they could not resolve issues in a timely manner in the past. They are incompetent, liars and unprofessional. I hope they go out of business soon. read more

i'm moving house next month, so thought i'd start the ball rolling by cancelling virgin media. all i wanted was to notify them i was moving into temporary accommodation whilst i finalise the purchase of my house was complete and that i would possibly resubscribe with them. after going around the houses with their cancellation team, i finally got what i wanted; verification that my current subscription would end in march. with this in mind, i thought i'd downgrade my current tv package for the final month as i'm not really at the house of late. what i was told astounded me. to downgrade the tv package would mean a new 12 month contract! i'm one month away from 24 months with virgin and they want a new contract for downgrading a package? i don't recall being told this when i upgraded to the big kahuna mid way into my 12 month contract. when i vented my frustration to the operator, he put me on mute. he didn't even listen to what i had to say. i guess they must mute in case their sensitive ears can't handle some home truths, but to mute me for expressing my frustration is appalling customer service. when i finally get my own place i'll be looking at alternative broadband providers, even if it means paying more. read more

people out there, i have finally left virgin media after 8 years. ive tried to go back to them but i kid u not, they reminded me of why i left them in the first place. the service is disgraceful (or lack of ) the left hand doesnt know what the right hand is doing. customer services is useless and do not resolve a thing when it comes to making accounts go up and running. im sorry, but i have always had SKY t.v downstairs in my house but had free services, anyway i rejoined Sky and got my services turned back on as i was talking to the customer advisor, amazing. then, i got B.T on the phone and before u know it, i have an engineer coming out to put a telephone line and i have broadband that actually works. to top it all, i have a phone line and a number. ha ha, Virgin Media,,,eat ur heart out. read more

Just to say in plain words, they are the worst providers in UK...I got my service installed today and i couldnt get connected to my television and when called the customer service, as usual, a school boy from Indian call centre answered the phone and dont know what i am asking but going through his codebook 1 2 3....and at last after 40 mins got connected to the right person and he tells that there is a problem with Tivo box connections and server is down which is in US.......I dont understand why the hell u provide service from USA to those in UK..... read more