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Virgin Media Complaints Summary

16 Resolved
53 Unresolved
Our verdict: When using services from Virgin Media with a poor resolution rate, be vigilant. Understand the common pitfalls other customers have faced. Prepare thoroughly for any interactions with their customer service, and consider alternative solutions if your issues are not addressed satisfactorily.
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Virgin Media complaints 69

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11:45 am EST
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Virgin Media Very bad customer service

It took me 2 hours and talking with 18 people and confirming my details to cancel my contract very very unpleasant i would not suggest anyone to get virgin media they always do this when it comes to leaving they don't deserve even one star rubbish customer service this is not the first time i don’t know why is it so hard to know what a customer is asking i don’t know what is your senior management doing setting there and having coffee if you go and see the company reviews over 58% is just bad do something about it

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7:55 am EDT
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Featured review
This review was chosen algorithmically as the most valued customer feedback.

My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out on which they agreed. There should be a record of this for training and monitoring purposes. Next, my virgin kit arrived but I didn't have cables something we'd already discussed by phone when I was creating thi...

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9:42 am EDT
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Virgin Media Virgin Broadband

I called Virgin Internet to end my contract. Customer service started offering discount up to 60%! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.

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Is Virgin Media legit?

Our verdict: Complaints Board's thorough examination reveals Virgin Media as a legitimate entity with notable strengths. Despite a 23% resolution rate on customer complaints, which invites a closer look, Virgin Media stands out for its commitment to quality and security. Clients considering Virgin Media should delve into its customer service record to gauge compatibility with their expectations.

Virgin Media earns 94% level of Trustworthiness

Perfect Trust Endorsement: Virgin Media achives 94% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Virgin Media. The company provides a physical address, 5 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Virginmedia.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Our scan shows Virgin Media website is free from malware and phishing activities, which are types of online threats that can include viruses, worms, Trojan horses, ransomware, and other malicious code, as social engineering tactics used to trick users into sharing their personal information.

Virginmedia.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Virginmedia.com you are considering visiting, which is associated with Virgin Media, is very old. Longevity often suggests that a website has consistently provided valuable content, products, or services over the years and has maintained a stable user base and a sustained online presence. This could be an indication of a very positive reputation.

Virgin Media as a website that uses an external review system. While this can provide valuable feedback and insights, it's important to carefully evaluate the source of the reviews and take them with a grain of salt.

Virgin Media website is deemed to be popular and indicating that it receives a high volume of traffic. It is important to be cautious when using a highly trafficked website, as it may be a target for cybercriminals looking to exploit vulnerabilities or steal personal information.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Virgin Media's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 23% of 0 complaints were resolved.
  • Virgin Media protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • We conducted a search on social media and found several negative reviews related to Virgin Media. These reviews may indicate issues with the company's products, services, or customer support. It is important to thoroughly research the company and its offerings before making any purchases to avoid any potential risks.
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10:45 am EDT
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Virgin Media Answer service not working.

Today spent 2hrs 30 mins on trying to sort out a simple problem. Answer service not working. Could not understand a word that was said, even when asked to speak slowly not v much better. Husband could not understand anything either. This a problem as he is the account holder ! Surely any conversation needs to be understood by both parties to enable a resolution. I had to go through security questions 4 times, even when the phone call was incoming. At this moment do not know whether the problem has been resolved or not. Can not face going through all that again. While dealing with this spotted on the bill that we pay £ 5 a month for Kid pick. Asked for this to be cancelled, £3 taken off bill. When I pointed out it should be £5 off he went to speak to his manager. That was the last I heard from anybody. The service received was not satisfactory or fit for purpose.

Desired outcome: Answer service working. Line beeps to be correct re whether message or not. £5 off bill for unrequired kid pick. Ability to speak to someone I can understand.

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10:50 am EDT

Virgin Media Product return

I was sent some packaging to return some kit and wires because I cancelled because I couldn't afford your ripoff prices.

So would like complain about the absolutely awful packaging I was sent which is just enough for the box.

I also arranged for it to be picked up and they arrived too early .

I have enclosed a photo of said box and wires and absolutely totally inadequate box.

Desired outcome: To pick up the kit from my property at my convenience .Steven Barrett9 pebble closeStourbridge DY81LE

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7:16 am EDT
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Virgin Media Free gift, socking customer service

Terrible customer service, terrible internet connection and they are deceiving the customers with the free gifts, what you are never receiving.

Today I have contacted customer service again, and he told me, it is my fault not receiving the free gift, because I am calling them everyday and they have to raise the issue to the team everyday, and that is why the complaint not going anywhere.

The service what they are providing the lowest so far from all.

Desired outcome: I want my free hardware.

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9:01 am EDT
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Virgin Media Volt PackageVirgin Media

This was your email to me on the 25th July with the contracts enclosed.

Your bundle's packed and ready to roll

One of our lovely technicians will be round to install your new kit on 25th August 2022 13:00 - 18:00pm

Your installation address:

189 PORTSMOUTH ROAD

COBHAM KT11 1JR

KT11 1JR

Don't worry about missing them. You can pop out and keep an eye on your time slot through My Virgin Media. But if you need to change your installation date, you can easily do that too.

25th August

We telephone around 14:00 to be informed that no installation was taking place and eventually were told that your installation team couldn't fulfil the order. We are left with No broadband, No phone, No TV and NO UPDATE WHATSOEVER !

I have now received notification that O2 is going to bill me for the Sim they sent which has not been used as I have a contract with Vodafone so discarded the Sim. So far I am unable to cancel that contact as I haven't got all the security required. I have spent about 7 hours now on trying to find a way forward without any assistance or notifications from Virgin Media whatsoever. Please can someone from the complaints team look into this issue and provide us some much needed assistance.

Mike Dean

[protected]

dean.[protected]@btinternet.com

Desired outcome: Compensation and explanation for lack of any communication leaving us in an intolerable position until 2nd Sept

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12:34 pm EST

Virgin Media Payments disputes.

My son signed a contract with Virgin Media over 20 years ago. His circumstances changed and he moved in to live my wife and I. We then took over payments for the V.M. contract and last year we cancelled due to poor service concerning the TV.

He gave the necessary 30 days cancellation notice but, due to technical problems the V.M. service was extended beyond the set date and a payment was made from my credit card.

Since then my son has been receiving demands for a payment and, despite letters to the Customer Services Director and phone calls to other staff members the matter is still not resolved as of 28/01/2022. In the past I have spoken to various V.M. personnel and they frequently used the excuse that I was not the account holder. Understandable in many ways, even though I explained the situation to them on a number of occassions. The dates for the claimed amounts have not been stated, merely a demand as shown by their accounts. No dates or reasons. The latest action is a letter from a debt collection agency.

Despite their claims to only deal with the account holder V.M. set up an access password with me and also accepted a further payment from my Barclaycard.

The contract was cancelled, by phone on 13th. Sept. 2021. A bank standing order for £92.00 was made on 13th Sept. 2021. and this would cover the period up to 13th. Oct. 2021. A credit card payment of £98.47 was made to V.M. on 17th. Oct. 2021 and this would cover a period to at least 13th Nov. 2021.

My new T.V. and B.B. supply was completed on 5th. Nov 2021.

I have records of dates and times of many phone calls made to V.M. and, as they record incoming phone calls they are in a position to check the veracity of my claims, although from their lack of co-ordinated response they appear not to have done that. Due to the fact that my son suffers from severe ill health problems and that I have been responsible for all account payments for many years I would have expected to behave responsibly and sympathetically. No such luck. A phone call from V.M. today was ended by them because my son did not remember the password that I had previously set up and couldn't provide account details. Not surprising as I have paid the account for many years.

Desired outcome: Would appreciate a named person together with his/her clear contact details to deal with the problem.

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5:49 am EDT

Virgin Media M100 Fibre Broadband

I have moved and the Virgin Media team have lied to me over and over again. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever.

When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.

The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...

Desired outcome: Installation

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3:57 am EST

Virgin Media Prize not got of( ref:083-vmt)

Virgin Media award of £1, 900, 000GBP (ref:083-vmt)

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11:10 pm EDT
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Virgin Media Awards winning

I received an SMS that am a lucky winner of £1, 900, 000GBP. For complaint contact Mrs Cristina Howell. But now am being asked to pay £380 Pounds to receive my Fund Release Order Certificate. By Barrister Douglas Maxwell. Is it true or fake.
My email is, jubal.[protected]@gmail.com

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8:25 am EDT
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Virgin Media I received an SMS on my mobile phone number about winning £1900000GBP from [protected]. They assigned an agent by the name of Mrs Cristina.

My name is Taremwa Timothy and I live in Entebbe, Wakiso, Uganda. I received an SMS from +[protected] on 31st August 2020 saying that"congrats, you have won £1, 900, 000GBP in the ongoing 2020 Virgin Media Telecoms Award. I was informed that to claim, I should contact Mrs Cristina on [protected]@hotmail.com but when I tried, I couldn't reach her. So I would be very glad to know what this is all about.

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Vansio Owoyesigire
Mbarara, UG
Oct 27, 2020 8:49 am EDT
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My name is Vansio Owoyesigire from Isingiro Uganda, my complaint is 100% similar to Timothy's.
How true is it that I won £1900000 British Pound.I was even made to understand that the above-mentioned sum is deposited in RBS bank of Scotland, how will I receive my cash?

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12:32 am EDT
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Virgin Media I received an sms on my mobile phone number about winning £1900000 gbp. They assigned an agent by the name of cristina.

I received an SMS from [protected] on my mobile phone number about winning £1900000GBP and assigned an agent by the name of Cristina. I am Taremwa Timothy in S3 and use my father's line (Sunday Geoffrey) .I am currently in Entebbe, Uganda, Africa. My father works at the border of Uganda and Rwanda as a business man. I really would like to know what this message is all about and would be glad to get your response.

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1:38 am EDT
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Virgin Media Complaint is about 2020 virgin media award.

I received an sms yesterday night saying i had won £1900000 GBP at Virgin media telecom award.
They asked me to claim through a mail that would connect me to Mrs Cristina.
My worry is these people genuining

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4:36 pm EDT

Virgin Media speed issue

Dear Virgin Media,

Re. Broadband > Service issue > Booster issue

I would like to raise a complaint about my Broadband service. The issue occurred on 17/03/2020. To explain in more detail I have services issue since May 2019.but I am still waiting for solve my problem.
I called 17/03/2020 10:49 AM on 150, spoke with Aliyah she misbehaved with me, shouting on me she said she don't want to speak with me and she send me account closing email without my permission. I have all evidence. I got email too which was she sent me..

This meant that I can't even talk over they phone.

In order to resolve my issue I would like you to give me a discount in my bill, fix new free Booster. .

Yours faithfully,

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7:02 am EDT

Virgin Media All three services

Before I will put forward my letter of complaint, I would like to point out that I have been a loyal Virgin Media customer for over 20 years and never complained about my service and paid regularly.

Due to financial difficulties, I had to revisit my outgoings and that meant downgrading my services with virgin media. I kept asking my wife to kerb her using the Lan-line as she was racking up a bill by going over her 60 minutes window.

it seems that this was, not the case as highlighted by your CS. virgin do not have any records reflecting my accepting the new off of £45.00 + £50.00 credit.

As I pointed out that I had to downgrade, it's beggars belief that I had to downgrade but stayed on a package which was near a double that i could afford and a fool not to go ahead with the new offer.

the cs agent would not accept my concern, I then asked to speak to a manager, but was met with a statement " the manager will only tell you what i have told you" so it would be pointless. I asked again by the fourth time and she passed me to a line spokesman.

Why I never questioned the full price every month was due to the fact that I am registered as disabled/mental health and housebound in and out of the hospital and my only window is the internet and my wife's phone habits.

I also asked for a copy of the call to verify that was made by myself from my phone lines [protected] and [protected]) Virgin Media CS.

To cut a long story short, I asked the CS agent to weigh the difference between having a loyal customer who has never complained for 20 years against my word against virgin's record database the agent, in question, never updated my instructions (July 2019).

I have never questioned my payments and had trusted Virgin Media so why was there no help to provide me with a plan/ service.
Due to high charges, i have missed payments and occurred bank and virgin fees for missed payments and again, why as a customer orientated media a service provider never contacted me for missing paments resulting to Direct Debits cancellations.

I have made payments regularly for 20 years that amounts to over £19 000 and why cs chased up my instruction ( noted and should have flagged up if I had financial concerns).

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9:03 pm EST

Virgin Media No network and overcharge

Dear Virgin Media,

Re. Broadband > Service issue > No service

I would like to raise a complaint about my Broadband service. The issue occurred on 26/11/2019. To explain in more detail I already complaint about service issues, but Virgin media never ever take customer complain. .

This meant that Always when I am on the phone talking with my family there is no internet available in my bed room. Always no internet problem. Why we pay every month? This is village?internet only available in sitting room, but when I am at mu bed there is no internet what is this? The box is very old, internet speed are always slow why? Disgusting services as always. why internet not available in my bed room? Why internet speed always slow?

In order to resolve my issue I would like you to I need last month full refund..

Yours faithfully,

[removed]

Mobile number: [removed]
Account number: [removed]
Email address: [removed]
Date of birth: [removed]
Address: [removed]

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1:11 am EST

Virgin Media virgin telecoms media draw

Hello,
I am Esimu Kenneth Enabu from Uganda. I received an email from virgin media Telecom saying that I had won a sum of 1.9m GBP in the 2019 virgin media draw. I was later asked to contact book legal bank in UK. Is this whole process legit?
Dr.Mrs Cristina Howel is my apparent claim agent. I'll be grateful to hear from you. Below are my contacts.
[protected]@gmail.com
+[protected]

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3:07 am EDT
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Virgin Media Fibre broadband

I have superfine 70, for the last few days using Virgin's recommended speed checker my download speed is between 0.9 mbs and 2.4 mbs. They checked my equipment and said everything was fine. I have their superhero and a dual band n wireless adaptor that is operating at 400 mbs. When trying to contact them I get the message "all of our operators are busy".

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7:41 am EDT
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Virgin Media Application for fund release.

Hello, for nearly five monthes I correspond with three companies, supposedly I'm the winner of the lottery Virgin Media. I filed a complaint against these cyber Crime Bureau. They found that it was true, and had deposited my winnings GTBank. Who is trying to pull out of my money, ostensibly for the generation of key transaction for the transfer of my money. Cyber ​​Crime Bureau assures us that after the transfer of key money will be opened and all the winnings I will be able to transfer to any account. This is not cheating?

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