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www.VirginMedia.co.uk / Poor service!

United Kingdom Review updated:
2.5
It was impossible for me to change broadband/ phone provider! Or it was until the mobile inventions came on board 2007! My building was constructed in 2000 we can only get ntl (now virgin), as they change from ntl to virgin we cannot access services but we are still paying!! If we have a problem we can call a premium rate number!! Sir richard reigns supreme!! A con man every step of the way!!!
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Mo
  13th of Nov, 2007
Agree Disagree 0 Votes
Earlier this year, I made some phone calls and spoke to few of your sales advisor's and one of them was kind enough to answer my questions. I had an issue regarding your broadband package, compare to other network it is too high and you were offering new and existing customers a new deal of £ 9.99 and I was still paying £ 18.00 a month ( and now this offer is down to £ 4.50 a month ). So I asked the sales advisor's why can't I have the same offer, cos I m paying too much for the service I receive from my current network than the other providers in the market for less money. Anyhow, after a long chat and understanding my concern he put me on a deal of £ 12.00 p.m. incld. VAT.

So I had a joy of £ 12.00 deal for couple of months, perhaps and than you put the price up to the same £ 18.00 without any notice or without a word from you.

That I found appalling.
Jo
  1st of Feb, 2008
Agree Disagree 0 Votes
HI I have a problem with e,mail. can recieve ok. but cannot transmit,it was working a month ago, ok. is NEWNOBILENUMBER. a replacement for blueyonder.co.uk.??? and no adress book. can you sort it please.john
Be
  3rd of Jun, 2008
Agree Disagree 0 Votes
My complaint is know one is listening to me, you have made a boob of my bill and now you expect me to sort it out. I already have a direct debit set up with you and it was one of your workers who did not do their job properly. I have requested the paperwork to be sent to me, and now I find out that you wont do anything about changing mydirect debit untill I have paid up the arrears that have built up because of your incompetence, and now I am being told that my broadband will be discontinued, personaly I feel like going to another company, as I had a lot of trouble trying to set this up with you in the first place
Al
  24th of Jun, 2008
Agree Disagree 0 Votes
i was told when i went on to 4 megs iwould soon be on 10 megs at no extra cost in the summer,
i am still waiting
I live in Fareham
He
  26th of Jun, 2008
Agree Disagree 0 Votes
I had tv and broadband installed on 29th april 2008 by virgin cannot send or receive e mail through ntl user name i have phoned customer service to many times to count and every time i phone to cancel i get a person who will get it sorted for me and guess what they never get back to give me any information as to why they have not sorted this mess i have spoken to more people than there is letters in the alphabet i wonder if richard branson has the same problem. Henry Smith Glasgow.
Br
  23rd of Jul, 2008
Agree Disagree 0 Votes
we were late paying a bill the admin charges were extreme very frustrated at lack of information
Ma
  15th of Sep, 2008
Agree Disagree 0 Votes
I've just had my first virginmedia bill in. We wanted tv and broadband, and took a package that included line rental too, as it was cheaper.

We have over £90 of phone call charges apparently, mostly to 087* numbers, international and premium rate.

Despite trying very hard to explain our situation to the customer "care" people, they didn't seem to be able to understand that we don't actually have any phone handsets at all - we use our mobiles for phone calls.

We had also been charged for a "QuickStart" delivery and installation.
The delivery took over a WEEK, and I did the installation myself.
Our cable-tv box initially didn't work, and I had to spend ages on the phone to tech support, before they'd send it a reset signal via the cable. I imagine that this was probably intentional, and is to encourage people who choose to set up manually, to pay the £30 + call out charge for a technician to come round and "set up".

Back to the phantom phone calls... We got passed through over four different people before even starting to sort this out (currently, no progress has been made though). Each time, we had to explain the problem again, as they seemed to have other ideas as to what was wrong. The phone call was over 30 minutes long, and was recorded, so I may post it on the 'net soon, if this doesn't get resolved.
The first phone call on our bill occured three days before the equipment was even sent out to us, and it took a week for it to arrive.

Apparently, they can't refund the phone call, couldn't call us back, couldn't unserstand our problems... well, actually they were pretty useless come to think of it. BT were swines, but at least they were honest about it and knew when enough was enough. AVOID VIRGINMEDIA.
Gr
  22nd of Sep, 2008
Agree Disagree 0 Votes
I see I am not alone.
I had issues with Virgin billing me for services they were not providing.
I complained for two months and after getting noware I told them to cancel my contract.
Five months later they are still billing me for for services I told them to cancel !!!
I am now getting letters threatening debt collectors and court action.
I say bring back NTL.
Richard Branson you should be ashamed to let your companies continue to defraud the public.
Get out of your comfort bubble and back into the real world !!!
Li
  8th of Oct, 2008
Agree Disagree 0 Votes
Well well well, didn't even realise there was a page that us suffering customers could post our comments. Right then, it is now the 3rd day of no email connection and after waiting a total of 1hr on the phone to speak to some 'nut', I'm told, "yeh, we having problems, but shouldn't be long"!!! Oh yeh, but they are still billing me eh!!! I'm in the wrong job for sure.

This has to be the worst provider of a public service ever. I'll tell ya what's happened shall I, and it don't take Richard Branson to tell ya all!!!...the Virgin 'generators' have ran oot o diesel eh...so they can't provide full service, aye that's it eh...cutting back big time!!! Typical, always the bleedin customers who suffer!
Mr
  25th of Oct, 2008
Agree Disagree 0 Votes
I found out they removed the discount on my 3 for £30 package. I was supposed to be paying £37 with my broadband upgrade, but they've been taking £47.50. No mention of removal of discounts in contract. I've cancelled and thinking about taking them to court over this for unfair conditions and breach of agreement /mis-selling.
Advice appreciated from anyone in the same situation.

Richard Branson is runs a crooked company of the highest order.
Sh
  4th of Nov, 2008
Agree Disagree 0 Votes
regading instulation at my address 61 flat 1 tankerville road streatham common sw16 5lw as a night worker i percifically asked for 30 before turning up to ring me which the engineer did on the 4th november 08 at 13.30 on the dote engineer said he would be with me in 15/20 minutes only to get another call stating he has been called on another job that he would be with me later and he said he would explain later when he comes so here i am wide awake not being able to go back to sleep as never got an percific time when he is coming back or even bothering to come back being a new customer thought i would get treated alot better than this and going to get charged full payment rate for someones mistake got told virgin media are good so far not good in my eyes hopefully you will reply to me email with a good explaination look forward to hearing from you from a so fardissapointed new customer
Fr
  5th of Nov, 2008
Agree Disagree 0 Votes
I have been totally unable to register my complaint/comment with the company and I am incensed that I am unable to make contact other than via this route. I did try another route but was informed that I did not quote the correct birth date, I believe that after 73 1/2 years i KNOW WHAT THAT IS
Mo
  15th of Nov, 2008
Agree Disagree 0 Votes
very very bad service i tried to complain so many times regarding the internet service i cud not send my emails to india n u people did nothing u people r cheaters firstly when i took internet from u i was told £4.99 n u started charging £10 i madde a complain n u said u cant give for £4.99 n when i wanted to cancel ur service u said u cant do it for 12 months well mistake was from ur side n i had to suffer with the cost i wanted to take u to court but lack of funds n enough evidence i had to keep ur service n now i made a complaint 3to 4 months ago n still i cant use my eamail to india very poor extremely unhappy n wud noot recomend to join u never.
An
  14th of Feb, 2009
Agree Disagree 0 Votes
i like to put in a complaint about virginmedia please, they say that i should pay £49.00 pounds.this is from january bill and we got a bill saying 0.0.0 so i do not know where they got £49.00 pounds from, yours friendship mr a mitchell
Ma
  4th of Mar, 2009
Agree Disagree 0 Votes
I am agree that virgin media service is very poor.I have problems already several weeks with Tv .Emailed several times and talked by phone .Arranged servisceman to come, but not came .
Margot Kanosin
An
  19th of Oct, 2009
Agree Disagree 0 Votes
I recently had problems with the volume controls on my virgin tv receiver. The set up as never been altered since we installed it months ago and all of a sudden the volume control would not respond but it would display on the tv that it was. I phoned virgin to resolve the problem and got put through to an asian guy who told me to go through some silly steps i.e switching the power off and on and even as far as inputting new codes in the remote control but it still didn't resolve the problem. He then booked in a technician in to fix the problem. The technician then came out the next day took a look at the receiver and switched the scart cable into a different socket and then left. I then get my services stopped two days later because they added a £30+ call out charge onto my bill sending over my limit. I phoned up and they refused to refund the charge saying that it was an unnecessary call out. After explaining that I never requested the technician to call out plus I was not informed that I will be charged for it they still refuse to refund the charge. I threatened to cancel my contract but they just said that I'm in my rights to cancel but will still be charged for the remaining months of my contract.
K8
  8th of Sep, 2010
Agree Disagree 0 Votes
i DID A COMPARISON FOR TV, BROADBAND AND PHONE AND VIRGIN CAME UP AS THE CHEAPEST. sO I PUT IN MY ONLINE ORDER OF xl PACKAGE INC. FREE UNLIMITED CALLS TO LANDLINES, SKY SPORTS AND SKY MOVIES AND IT CAME OUT AT £39.50. i ORDERED THE V+HD BOX WHICH I PAID £50 FOR. a LADY CALLED ME TO CONFIRM INSTALLATION AND I JUST ASKED HER TO CONFIRM MY ORDER AND MONTHLY COST BEFORE I HAD IT INSTALLED SHE CONFIRMED IT WAS £39.50 AND SAID EVERYTHING I HAD ORDERED. tHE FIRST BILL I GOT WAS AT £40 THE SECOND BILL THAT I HAVE JUST RECEIVED IS NOW SERVICE CHARGES £83!! i PHONED AND ASKED WHY IT HAD AUTOMATICALLY GONE UP AN EXTRA £43 AND HE WAS INDIAN, COULDNT UNDERSTAND WHAT I WAS SAYING, KEPT OVER TALKING ME AND THEN HE PUT ME THROUGH TO DISCONNECTIONS AND I SPOKE TO A MAN THERE WHO WAS EXTREMELY RUDE AND HIS ATTITUDE WAS BSICALLY THAT FOR THE PACKAGE I HAVE GOT THEN AND I QUOTE "THERE IS NO WAY WE WOULD EVER DO THAT PACKAGE SO CHEAP" LETTERS ARE SENT OUT BY COMPUTER AND I SHOULD HAVE GOT A LETTER SAYING HOW MUCH IT WAS GOING TO BE. I THEN SAID I HADNT RECEIVED ANY LETTER AND IF I HAD THEN I WOULDNT BE SO SHOCKED AND HE BASICALLY SAID THAT ITS NOT THERE PROBLEM IF POST DOESNT GET TO ME, I CANT DO ANYTHING ABOUT IT OTHER THAN WRITE A LETTER OF COMPLAINT, IVE BEEN CHARGED FOR CALLING LANDLINES WHEN I SHOULDNT HAVE BEEN. THERE ATTITUDE STINKS AND THE WAY THEY TALK TO THERE CUSTOMERS IS ABSOLUTELY DISGUSTING!! RICHARD BRANSON NEEDS TO PUT EVERYONE THROUGH CUSTOMER SERVICE TRAINING AND A ENGLISH LANGUAGE COURSE SO THEY CAN ACTUALLY UNDERSTAND THERE CUSTOMERS. AND I WOULD ACTUALLY LIKE TO TALK TO RICHARD BRANSON HIMSELF. APPARENTLY I WASNT ALOUD TO TALK TO ANY MANAGERS OR SUPERVISERS ALL I CAN DO IS WRITE A LETTER THAT A REPLY CAN TAKE UPTO 3 MONTHS AS THEY HAVE BACKLOG!! nO SURPRISE OF BACKLOG IF THIS IS HOW THEY TREAT CUSTOMERS
K8
  8th of Sep, 2010
Agree Disagree 0 Votes
Does anyone know who to complain to about Virgin? i know there is things like ofcom and watchdog and such but just wondered if anyone knows of any different ones??

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Virgin Media Logo Virgin Media
Customer Service
Overall Satisfaction Rating

55 Reviews
270 & 280 Bartley Way, Bartley Wood Business Park
Hook
England, Hampshire
United Kingdom - RG279UP
+44 345 454 1111
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