114 comments by 1 or more people

1. Stuart Tunstead

   The direct number for Virgin Media complaints is 01256 752000 ask for Complaints Department.

   20 May 2008, 17:10

2. Jim

   Thank you very much stuart :-) Just goes to show that they can run, but they can’t hide when they give crap customer service.

   02 Dec 2009, 19:48

3. M. Williams

   Not only is it virtually impossible to complain about the piss poor service offered by Virgin Media, in the case of a recent TOTAL blackout of TV services in the Birmingham area, not only was the 150/151 help line disconnected, the information update was also disconnected.
   Custommers are being given constantly revised timings, of when this fault will be rectified, but then no information as to what is the cause of this fault, and in the end no reasurance of when it will be rectified.
   It was only when I phoned the complaints number on this web site that I found out the fault was fixed. I could have sat in front of a blank screen all night not knowing.
   I requested a refund on my bill, and was offered a two day refund. But when asked if the entire area would be refunded, was told I was not to worry about that? what do you think.

   03 Dec 2009, 17:04

4. Robert McGonigle

   M. Williams,

   It is just sad how they treat customers.

   What is even more tragic is to see your blueyonder email address.
   Now that was a brand that had a good reputation for customer service
   before being combined with NTL, next to hell, then Virgin.
   Given two Customer Services teams they used the NTL one!

   I still get the largest number of visitors, hundreds per month, on the
   VM complaints topic so your comment is in an effective place and may help others
   find how to let lose!

   Thanks, Rob.

   11 Dec 2009, 17:21

5. dennis smith

   I HAVE SPREAD THE WORD ABOUT VIRGIN TO SOMEONE ELSE WHICH THEY SAID THAT THEY WOULD HAVE IT INSTALLED ORDERED IT TO BE INSTALLED ON 12 12 2009 SAID IT WOULD BE INSTALLED ON 9 12 2009 PHONED ON 7 01 2010 TO CONFIRM 8 1 2010 PHONED TO SAY YOU COULD NOT DO IT BUT INSTALL ON 10 1 2010 NO PHONE CALL JUST DID NOT COME TO INSTALL PHONED VIRGIN TO SEE WHAT WAS HAPPENING GOT ALOAD OF ABUSE SO YOU CAN PUSH VIRGIN WHERE THE SUN DON’T SHINE AND I AM SO MAD I AM READY TO TELL YOU WHERE TO PUSH MINE I WAS A VALUED COMSTER

   11 Jan 2010, 16:40

6. andy baldock

   Thank you Stuart for posting the complaints office No., I`ve been going slowly crazy talking to the Indian call centre, and starting at square one each time.

   19 Jan 2010, 10:35

7. Nick

   To echo the above comments, thanks Staurt for posting the number, it helped me resolve my complaint in about 5 minutes and they were fair!

   19 Jan 2010, 12:32

8. andy baldock

   Turns out that we have been paying double for our broadband and for two telephoen lines in stead of one since 2006. Just shows it pays to keep an eye on your bill, since this increase came out of nowhere, nothing changed to cause this. Using Stuart`s number we contacted a Linda Horton who was very helpful and sorted it out in no time flat. We are due a refund of £690.00, would you believe.

   21 Jan 2010, 09:15

9. Aidan

   Virgin Media service is the most inept and non-customer facing I have ever come across. I have been without TV, Phone and Broadband for five weeks and was scheduled to get re-connected (“it needs a re-pull, sir”) this Thursday. This was the fourth re-schedule, due to every conceivable excuse in the book. I was then called today to say that the work will be completed by 16 Feb and that they could not guarantee an actual date. I called the magic 01256 752000 complaints department and after a short discussion with a lady called Jill, was informed that “hopefully” it would be done this Sunday, 31 January – more than six weeks after the service failiure. I said that enough was enough and that I was going to get TV, broadband and phone services elsewhere. She then stated that I would be liable for early contract termination charges – would you believe it? They’re going to charge me for disconnecting a service that doesn’t exist. Pah! If you read this, please please don’t sign a Virgin Media contract – you’ll live to regret it

   26 Jan 2010, 18:21

10. Dean Conlon

    Well well well, Virgin strike again.

    I have for the past 4 weeks gone without broadband every weekend from Thursday night to Tuesday the following week. I started to complain 2 weeks ago about it and spoken to their LOVELY “NOT” CALL CENTRE in India who ask you to move a computer that is WIRELESS… REPEAT WIRELESS to the modem in a different location in the house to connect it to the modem to see if that works!!! I kept repeating myself saying i also have a second computer that is connected and that is also off line still moving on. I have just received £2… yes £2 pounds for 4 weeks of hell. I have also been spoken to like crap with this person in retentions. I have had broadband with Virgin for years. I also used to work for Eurobell that changed to Telewest and left when I heard NTL with high debts was buying Telewest out as I didnt want to stick around knowing they would make job cuts. the COMPAY IS S#@T DONT JOIN VIRGIN. I am in a new 12 months contract even with my internet that I have had for 6 years now so even if I want to change I cant…. Oh but you can.. If you call and state you are moving out and going into temp address for 3 months until sorted, they cant hold you to contract!!!!! give them a friends or family members address to send your final bill and bob’s your uncle END OF CONTRACT :-)

    I’ve just done it and this stands for all call or internet companys apart from Mobile of course… D’Oh you will have to give 4 weeks notice as normal but even if you have 7 ,8 or 9 months left of contract you can get out of it doing it this way.. you just have to state that there is a phone and Sky tc at the temp address as it is a family member you are going to stay with but make sure the address you give has Sky if you say that… you dont want to turn round and say this and they check up the address and it is Virgin as they will know you are not telling the truth.

    Good luck getting out of those contracts with teh worst company EVER!!!

    10 Feb 2010, 18:29

11. Nigel

    Truly awfiul customer service ! I cannot belive rhicard Branson gave his virgin name to this never have I dealt with such an appaling service , he should be ashamed ! ! The 01256 752000 number is the only number I have had any joy with strange it’s not displayed on the website! And finally got a name and ext number so I can talk to the same person instead of explaining myself over and over . I am sure they do this I the hope that you’ll give up but I urge you not to I have been at it for 9 months and finally getting somwhere .. Good luck ( number correct @ 11 feb 2010)

    11 Feb 2010, 11:43

12. ann

    i have been a customer with virgin for 3months had i realised what a load of w---s they were and that NTL where part of the bloody shambles that call there selves cable i would have eaten my own s—- fobbed of cut of treated like a moron called a liar etc etc ect
    DO NOT GO THERE and thanks for the number Do you think Richard Branson knows what goes on in his name???or does he care and Dean thanks for advice re contracts you learn something every day as my battle has just began will keep you informed
    Cheeres and good luck to all

    14 Feb 2010, 12:40

13. mob

    Wow I seem to be in good company here .I have phoned every evening because my connection keeps dropping, but it seems because it looks fine in Indian it has to be fault with my 2 week old laptop or my 11 month pc. but prob best if i move them into the same room as my WIRELESS router. or maybe my anti virus is at fault !!! virgins own .or maybe internet explorer. as Catherine Tate would say !!!! “what a load of old shite” LETS got hold of Richard Branson and let him know !!

    20 Feb 2010, 01:07

14. Ash

    Been having big problems with broadband for 3-4 months – on a 20meg connection. In peak times it’s often unuseable – down to 5-6 kbps (no typo). Have had what seems to be the traditional fruitless battle with Indian call centres – not their fault at all, they’re just programmed with set responses and aren’t allowed to go outside those. Spoke to local technician (Brighton) who told me that the problem was lack of server capacity, but was due to be resolved by end of January. Still not sorted now. Have spoken to call centre, keep getting same stock answers each time. Funniest thing was that when I asked for a UK number they said they didn’t know it. Eventually found the 01256 752000 number which is UK complaints (OK 23rd Feb). This number not advertised anywhere of course.

    The above was written 30 minutes ago. Have had call back from perfectly nice lady in the complaints dept who has spoken to someone who knows what’s going on and called to tell me – at last. Problem IS lack of server capacity. I’ve been told to wait a FURTHER 6-8 weeks before it’s fixed. Have benn given a total of £60 off my bill as compensation. She told me Virgin is having problems acros the UK, especially in areas with lots of students: multiple occupancy means lots of connections, everyone always online (of course – obvious now I think about it). I suggested Virgin proactively write to its customers and tell them what’s going on, rather than waiting to p*** everyone off…

    Ok, so the moral appears to be a) call the UK number, forget 150, b) ask assertively but politely for money back and you’ll get it and c) resign yourself to your fate.

    23 Feb 2010, 10:56

15. Robert McGonigle

    Ash, An excellent, informative, witty comment in just the right tone.
    I will email this back to other recent commentors who left addresses.

    24 Feb 2010, 22:07

16. sue davies

    My 81yr old mum had a ‘National’ phone line number with this shower and they were charging her anything from £40-£61pm for the priviege. she’s now switched to BT and awaits her final bill with intrepidation. When my son rang to ask for a breakdown of her call costs etc they couldnt or wouldnt tell him or her, they cant send her an itemised paper bill because they dont do them, you have to go online to view it. She doesnt have a computer, so they coudnt help. My brother tried looking online but you cant without a password and she doesnt have one. Ive now also tried looking online but it seems impossible if your not a cable user! Surely it must be unlawful to charge someone so much and then not allow them to see why, this must be ‘discrimination’ against anyone who doesnt have a computer, irrespective of their age. This is causing my elderly mum a ot of stress and anxiety and I dont think Branson gives a toss. I wouldnt recommend this incompetant lot to my worst enemy, they make my blood boil. Offcom and Watchdog here we come

    07 Mar 2010, 22:05

17. Philip

    I had a problem with my installation – in that it got carelessly ‘unscheduled’. The 1111 people could only offer me a new slot at the back of the queue – those that talked to me and didn’t just offload me onto another department. Ringing the 01256 number was like talking to a different company: courteous, informative and helpful. Within 5 days of the call I was installed. It’s a big outfit, but not as monolithic as I originally assumed. Thanks for the tip, and thanks to Bill at Virgin!

    09 Mar 2010, 16:33

18. JFerreirs

    Was with Sky before, thought I would give Virgin a try for the broadband speeds. Turns out you only get a fraction of the speed you pay for and the Customer NoService department don’t give a crap. By far the worst company I have ever had to deal with! Makes BT like a walk in the park!

    12 Mar 2010, 02:44

19. Terry

    I was unfortunate enough to have been a Virgin Media customer and I have been treated like dirt! I managed to escape despite Virgin refusing to acknowledge my letters and e-mail messages of cancellation. I am bow a “BE” customer. What a difference. Anybody with any sense would not go anywhere near Virgin media. YOU HAVE BEEN WARNED!!!!

    15 Apr 2010, 19:38

20. Virgin Media Complaints

    What about the phone numbers on http://VirginMediaComplaints.co.uk

    Are those still valid for complains to virgin broadband. They have the email to the CEO… lol

    16 Apr 2010, 07:40

21. Victoria Hanke

    It’s nice to see that I am not the only person who is having massive problems with the such crap as work they like to call virgin! I was originally set to installed on the 2nd December 2009 and my services were not working until 20th March 2010!! And they are now trying to bill me 140.31 for random service charges which are aparrently my fault even when i wasnt told i needed to do something to avoid a service charge of 50!
    I am going to try that number posted on here and hopefully i will get some joy out of it!!
    If they wouldn’t charge me the earth for cancelling i would tell them exactly where they can shuv their non existant customer services!! & only being able to complain through a letter or so they say until i saw this!!

    16 Apr 2010, 23:21

22. Antony T

    Perhaps I am slightly out of date with this post, but it seems the joy of virgin media continues. They came to install at my house a month ago, and upon discovering they were unable to connect me (and blamed the water company for the issue) they connected me for the time being to my neighbours virgin media cable. Thoughtful, yes. Long term, no! I was advised they would return to install my own connection via digging up the road, which they did. However, it seems another team of people (now the 3rd lot) would be sent out to run the ten metres of cable from the hedge in my garden to the wall of my house.

    Over two weeks later and no one has arrived, I do still have a delightful collection of fibre optic cable if any wants to come and pinch it from my garden. Called the helpline, I didn’t even mention the word “complaint” but it was instantly recognised as yet another gaff. Upon asking when it would be fixed i was put on hold for five minutes – the response five days. Upon asking why error had taken place I was put on hold – the response, they will be out in five days. Asked again, another five minutes – it was an error, sorry.

    Useless.

    20 Apr 2010, 22:57

23. James

    Hi Their, I know this sounds like it may be my fault but just give it a chance.

    The first problem I had was at the begining we did not have the sports and movies package so me and my partner decided to get them. when I asked to have them put on I also asked will my discount drop off I was advised no it will not. Guess what happened they did!! woohoo well done virgin. After asking on the 150 number they acknowledge it was their fault and credited me to the amount back, that was fine. All this costing meting me nearly £40 in bank charges which is more than the refund I got!!!!!!

    The next thing was this, My partner is on long term sick with suspected chrones disease and does not have a phone, I recieved a letter stating I had £14.80 overdue and if I did not pay we would be cut off, I did not pay this as I did not have enough money to pay 3 weeks later.
    My partner then managed to stump up the money and before she paid this she said we would not be able to pay anymore until a further 17 days, they advised you will be fine until the 10th of next month which we thought was great of them, so we paid the money and went short.
    I then contacted them a day later and the lady on the phone advised me that on my next bill date on the 15th (3 days later) that we would be cut off as we would have gone over our credit limit!!!! I was furious but very calm, they then put me on to the credit team and the gentleman their could not help me, I then asked for a manager and waited nearly 45 minutes for one to turn up, I advised her of their misadvice and they would not give me an extra 13 days to pay the full amount!!! I think its safe to say that when I get paid bye bye virgin.

    Now like I said this may sound like my fault but it is inittially their fault I dont have the money to pay them!!!! they have said tough and the manager advised that she could do it if it was within her discression but because I dragged her away of what was probably another complaint she did not want to and advised me to go away.

    I think it is safe to say I will be calling this number on my lunch at work and using my previous 4 years of contact centre work experience to see if they will grant me 13 days as it is their fault this has happened!!

    I will post tomorrow to let you know the outcome

    12 May 2010, 20:08

24. Donna

    I signed up to the triple bundle for £18 per month plus the £11.99 line rental. Installed but no wireless router (am waiting on it) then realised I wanted more kids channels. Tried to call them and was on hold for 25 mins, gave up and went online. Some VERY dodgy online sales practices going on there! Just wanted to change to the £23.50 per month triple package (only difference is bigger TV). did the whole online process, read their guarantee that if you upgrade online you’ll get the lowest possible price, read the T&C’s (yes, really lol) and no mention anywhere that you lose discounts, stop being in a ‘bundle’ etc and NO price information. All you receive is an e-mail saying ‘Your In!’ . Next thing I know I have a bill for £97 (expecting £24). Complaints then agree how misleading it was etc, agree to put necessary credits on to make account how it should be etc. however claims they CANNOT amend or credit existing bill, only next one so he cancels my direct debit in the meantime.

    Anyway, receive a letter yesterday dated 10th May saying I was reaching my credit limit (?!) and today – bang, no service. Complaints guy hadn;t put the right credits on, notes did not say what we agreed and am being charged a fiver for no direct debit! Grrrr.

    I recorded the whole phone call though so I can prove what was agreed. Customer services today put the right credits on (i think – still nothing in writing) , that complaints guy said he couldnt do but service not be on till tomorrow.

    3 weeks ive been with them and my god, its hard work already. Well am not letting them away with it.

    Can I suggest that everyone reports their carry on to the regulator and Consumer Direct – may not feel like it does anything but the more reports they get the more chance of getting their backsides kicked.

    Good luck to all with that lot

    13 May 2010, 17:35

25. B.HAIGH

    virgin media continue charging me for services I no longer get plus £10. a month late payment charge.
    No customer service. no customer relation. everything about them crap including their staff they just dont no
    how to treat customers. I have been a loyal customer of eurobell since they started then taken over by telewest and now hold the virgin flag I have no contract with them so why do I have to cancel it Please show me away out help! richard branson stop playing with your toys and look whats happening to your rubbish name.

    14 May 2010, 22:02

26. billy mac

    Three weeks in to phantom installations and no one will tell me the status of my account or if BT will cut me off awaiting Virgin’s installation.

    BT say they will discontinue my service on 1 July and Virgin say they will not, but will not respond by email.

    insufferable.

    27 Jun 2010, 13:43

27. Glynne.Thomas

    Since Virgin Media announced changes to their email address that wont affect us as a customer I have had nothing but trouble with my emails. Stopped arriving on my Outlook Express email and only arrived on web mail that I never use. after about 40 calls to 150 and each time them getting me to alter my settings (that never worked) was told it was because they were reconfigguring their server and it would take 2 weeks to put right. 3 weeks later after going through the same rigmarole with 150 was again told it would take another month.
    Over one month later demanded to speak to a manager who called me back. After making some adjustments their end my emails came flooding through on my Outlook Express. Hooray at last I thought unfortunately it was short lived as no more emails on outlook express.
    I again rang 150 and demanded to speak to a manager who again sorted it out and stated that it would be ok in the future unfortunately again it was short lived as no more emails on outlook express. Again rang 150 demanded to speak to a manager who again rang me back and gave her name as Swati, This time stated the fault was in my computer and as I would not change my settings again for the 40th time she could not do anything even though the previous managers had. I told her to get her manager to call me back within the hour. she said that she would. 2 hours later I am still waiting. While waiting I found the 01256 number that I rang who said that the Broadband engineers were about to go home but would ring me back tomorrow.

    I am seriously thinking of changing my supplier and will cancell my contract as not being fit for purpose and will not pay a cancellation fee but will cancell my direct debit.

    29 Jun 2010, 17:09

28. Steve Stallard

    Hi all, i fortunately have no issues with the services provides,however , i do have an issue with their pricing policy. I have been a loyal customer for a good 15 years and never really thought about checking my bill . This month i have done so and it seems im being overcharged!!.check it out , go to the build your own package bit .I have xl broadband , tv and phone for which i am charged £60.44 . According to the website and after new customer discounts/trial periods etc etc the price to pay for this package is £46.01-+ phone line-£11.99-£58.00!!!!!!. furthermore broadband internet-all packages—comes with FREE WEEKEND CALLS!!!!!!!. I wonder how much more i have paid over all the years???? I tried phoning 150 but all i get is “brand new customers only”!!!!.......IT STINKS…..LOYALTY…..HOW ABOUT A MONTH OF FREE MOVIES AND/OR SPORTS FOR ALL THE PEOPLE WHO ARE IN THE SAME BOAT!!!!! ......IM OFF TO SKY!!!

    Calmed down a bit now!!! gonna ring the 01256 number in the morning..will keep you posted

    14 Jul 2010, 21:30

29. B Jeny

    Having some dreadful problems with email and Virgin customer services. Four different solutions have made the original problem 10 times worse. I have now had to create another email account from another provider because I no longer have a service I am paying for from Virgin.

    I have never lost my patience once when one of our accounts (accessed via Outlook Express) was restored at the same time that another was lost. Nor at being put on hold until the line went dead. Or after speaking with someone that didn’t know what to do – so hung up on me. Or when someone else dragged me through my system that ended up with no accessible accounts at all – telling me to use the Virgin Media site to access. Guess what. I now can’t access any of the accounts via the Virgin Media site. I shall use the number found on this site and hopefully resolve my ever increasing problems with Virgin Media Customer Services.

    19 Jul 2010, 22:57

30. james reid

    No sure if this is the correct place to post, apologies if wrong…

    I have been a virgin calbe customer for 6 years+ and have recently moved to a non cable area, after sepaking to the moving house team on the phone i was happy to move to virgin national (what a mistake)

    Initially is was promised that vm could transfer my email from cable to national – wrong not usually possible, after numerous phone calls my access to my cable email was extended…

    Initially I was quoted (tiwce by different agents) that my expected speed would be 15-16mb/s – wrong BT quote 4-4.5mb/s and that is all we are ever likely to get (speaking to BT they said that VM often misquotes speeds to make sales), if i had known this i would not have signed up for max package…

    As with everyone else the connection is appalling, speed fluctuates massively and the router needs rebooting daily, also xbox live cuts out every half hour or so.

    Initially is was quoted that i would get broadband free for 6 months, paying only line-rental and my first bill would be about £64 (£40 connection fee, 2×11.99 line rental), instead it was £105 which messed up my banking for this month. I rang VM about this (16/07), was put on hold for 20mins, then connected to another agent as a fresh call, he was actually very good and confirmed i would get broadband free for 6 months and the previous agents had not selected that box on their screens, he promised to get my account refunded straight away (after confirming with his TL) and to get my virgin freeview box out to me (after 8 weeks of waiting with numerous calls).

    Still no refund (23/07), so rand again, spoke to a very stroppy arrogant agent who refused to help and when asked to put me through to her teamleader got very angry and shouted over me telling me her team leader who say the same as her. Eventually spoke to the team leader who said the my call on the 16th had on its notes that i should get line rental not broadband free for 6 months and that is all he could do…Eventually got him to escalate this (although he is just passing it back to the agent/tl from the 16th).

    What is going on, i had no problems with VMC for 6 years, and now have moved to some dodgy cowboy firm who lies at every stage to get a sale and then doesn’t care about customer support.

    Should I need to resort to Trading Standards / Legal advice or speak to retentions….

    Any advice would be greatly appreciated as the current situation is appalling.

    23 Jul 2010, 14:17

31. Rick B

    My partner and I have had phone, broadband, and TV from Eurobell which became Telewest which became Virgin Media etc, and I too have noticed a huge reduction in customer service quality since VM took over. My latest issue is that we wanted to change the account holder from my her name to mine (why VM cant do what every other utility company does and have us both able to change things on the account is beyond me). VM sent out the transfer forms and a new direct debit mandate a few weeks ago, I duly filled them in and sent them off with my bank statement/utility bill as proof of identity, to date I have heard nothing, so I phoned VM on the 150 number.

    I spoke with the Indian call centre to a very incapable operator who claimed to be called ‘John’, he didn’t have a clue what I was on about and had to put me on hold a number of times. Eventually he claimed VM hadn’t received anything from me, I couldn’t quite believe that and asked that at least they could return my utility bill & bank statement again he had to put me on hold to check what to do and again he said they haven’t received anything from me. I asked to speak to a manager and he directed me to the website instead, I became a little more forceful and demanded to speak to a manager, after another spell on hold he said the manager was busy and would phone me back in an hour.

    2 hours later and nothing, then I find the 01256 752000 begin_of_the_skype_highlighting              01256 752000      end_of_the_skype_highlighting number at the top of this page, at last a person from the UK who understood not only the English language but the concept of customer service and was able to address my issue if not completely then at least to some degree of satisfaction. The Indian call centre must pull their employees straight off the street and give very little if any training as every time I have been unfortunate enough to speak to them they have been incompetent, surly, and a complete dead end. My advice DON’T use 150 or the 08 number dial 01256 752000 and ask for customer services at least you’ll speak to someone here in the UK.

    28 Jul 2010, 15:16

32. Rick B

    I forgot to say, the UK customer service gave me this address for complaints:
    NCLC
    Virgin Media Ltd
    PO Box 333
    Matrix Court
    Swansea
    SA7 9BB

    Cheers

    28 Jul 2010, 15:19

33. baar

    Hi all,Heres my story regarding virgin idiots.have been with virgin since they took over from telelwest approx 12 years or more.My v + box started playing up.not recording some programmes and kept rebooting.got fed up with it so we called 150 spoke to someone in india and the said they would send a engineer out 3 days later and said that i must stay in between 8 till 12 slot.ok i said and hang up.so far so good.come the day no one phoned us or turned up and was a wasted morning.rang these idiots (cut a long story) 7 times and every time we got through to someone we had to explain the whole story again and again and spoke to someone different each time, and also going through the….press one for….press 2 for etc(really starting to piss me off now. some of these idiots said they will ring back.(never did)on the seventh phone call (my back was up at this point) we have now ask to complain and they said they will ring back so we can make a formal complaint and also to send out engineer (i wont hold my breath).To sum this story up….who’s the paying customer and yes i think brandson needs to read story’s like these and ones above and to pull his finger out and start bringing customer care back to the uk (not india) to keep there promise when they say there going to send someone out and if they can’t make it phone us so that we don’t loose a days pay.too sum up VIRGIN MEDIA and RB THEY ARE F@:&KING ARSEHOLES.and dont give a shit.now looking at SKY deals now.Had enough of there excuses.going to cancel direct debit and not tell them when they ring me to find out why i going to put these C@@TS on hold and go out for the day.see how these twats like a taste of there own medicine. sorry for spelling. I say we can bring RB down and go else where

    28 Jul 2010, 20:55

34. paul

    Thanks for the numbers above as im actually at the point of self harm if i have to phone india again, my problem has only been going on for 3-4 weeks but to give u the short version, i had all services ( phone, tv, broadband ) with VM all of them the XL packages as well, i had to move house due to some problems and informed VM of my new address and the fact that i now only wanted the internet installed at the new place and all other services canceled, i was told this couldnt be done as they cant transfer services so i was told that in order to do this i have to cancel my whole subscription and start another 12 month contract, i reluctantly did this as i need the internet for work, i was tolt it would be 5 weeks till an engineer could install it for me, not good enough, so i did it myself just had to wait 4 days for cables and box. 3 weeks ago i received a bill for £165 minus £62 because i did my own install, i phoned to question my bill and was told that is the full amount i owe and got given no details on anything else, the next day i recieved 2 more letters from them, one of them was anew tv smart card the other was my welcome letter stating that they are happy i stayed with them as a customer and that i have every single package they have to offer costing me over £90 a month, i have phoned them 3 times each call lasting over 45 mins, the last was yesterday which lasted an hour and 15 mins and i was transfered 7 times and each person asked the same questions as no info was passed over by each person to the next, to add bigger insult i was then told that i also owe an additional £150 from my previous account, as they hadnt canceled in time to stop another month from being added to the bill, i was however offered there broadband package at the price of £25 instead of £30 for the next 3 months. thanks a chuffing bunch. Im now going to call the number most of you have given on here hope to get a better deal, will post the outcome if i ever get 1.

    10 Aug 2010, 10:17

35. Lee west mids

    Hi all,thanks for the 01256 customer services number.what can i say about virgin media,firstly they promise you anything to get you to join,or in my case upgrade bundle for £18 triple with 2 months free,better broadband,better tv.told i would receive offer and would receive wireless router,surprise surprise no discounts on bill,no wireless router.going to cancel upgrade and leave them has out of minimum term(been with them 4 years +)and go with sky.so just be careful of the mess they create for you to sort out.

    22 Aug 2010, 10:22

36. bety stone

    im another customer waiting to be installed what cowboys came friday night 8.0 were due between 1 and 6 young lad came miserable little s d couldnt see never came back saturday rung them virgin that is customer adviser was good he did ring me back 3 times still they never came he is suppose to come today the same miserable kid i cancelled sky cancelled phone that is another story dont go to ezee talk they are users as well they charging me 75 to cancel contract even though with them for 3 years broad band charging me 97 quid to can cel contract and sky charging to cancel this is a joke im dreading this sky bit reading all these complaints had no contract to sign yetjust phoned the 01256 number head office put me back to customer service cost 50p a minute cannot afford to hang on ther for long cost me 5.00 on friday for hanging on for 10 minutes

    23 Aug 2010, 14:42

37. mike gray

    been with virgin idiots for 6 years .broadband only. phoned them to get their essential bundle costs £18, i nformed them that i must be able to keep my phone number.to cut a long story short, spoke to (41) differant people.i lost my phone number ,i tried to cancel everything.they told me i was already a customer with them, so i would be charged £274 .they told me at the start that i would be on a NEW contract.now they are saying i am already a customer,so i cant cancel within the 28 day period . strange thing is they are saying that i am a new customer on broadband & phoneline, but not the tv .idiots.i have been on the phone for hours. to the idiots ,they say they will phone you back .THEY DONT,they say they will e-mail you. THEY DONT.

    24 Aug 2010, 11:58

38. Virgin Broadband hate

    Let everyone know virgin media is rubbish

    http://virginmediacomplaints.co.uk/

    25 Aug 2010, 10:44

39. Nick

    At least you guys are customers! I’ve been trying to become a customer for two months via their website ordering non-service. Customes services are a joke and I’ve just called the 01256…. number and told them that I’m now getting calls from dodge bags who claim they work for virign media in Walthamstow!

    27 Aug 2010, 11:46

40. Nick

    OMG….Virgin has just rang me back and confirmed the Walthamstow crew are in fact employees of theirs…..the world is coming to an end. Don’t think I will be one of their customers. Thanks people and good luck. T mobile mobile broadband are crap also so don’t bother.

    27 Aug 2010, 11:49

41. sanj

    Thank u for the number 01256752000 that’s VM head office number only been a VM customer for 4 days now.. WHAT A HEADACHE told the engineer that i have alarm system connected to the phone line he said no problem went about my housework not thinking to check the alarm system when the had finished installing t.v and broadband and phone…. anyway why should I the engineer should do that go over his work and check…. its all messed up now waiting for VM customer services to phone back I’ll keep you posted on what happens.

    31 Aug 2010, 09:26

42. bully1942

    Well guys and gals bin reading all your post tonight for the first time,as my internet connection degrades worse and worse,will i phone 150 again noooooooooo never.I dread ever having to phone that number as 1 i can never understand them and 2 they never can help me and usally say its a fault at my end,unplug your modem leave a min and plug back in,omg for 10 years they have bin saying that change the frickin record.Im on 10 meg service and im lucky if i get 2,spend hrs trying all the tweaks but no joy,so though sod it have a look on forums see if anyone else has problems with them,wish i adnt now lol.Thought it could be sorted but not sure if it it can now ive read all the post.What annoys me is that you can becharged for a service they dont provide,if you pay for 10meg you should get 10 meg.Imagine walkin in asda askin for 10 apples and they say we have 2 but your paying for 10,you would tell them like hell you are.But for some reason broadband supplys can do it,yes sir 10 meg your paying for but most days we will give you 2 hows that sound,sounds like bollocks thats how it sounds,richard brandson you really need to have a look at whats going on m8, you are shafting your customers and im hoping that 1 day some one will supply another fiber optic cable broadband so i we have choice,and not held over a barrel like it seams we are now.Maybe then there priorty to customers will come first instead of the old mighty dollar…..................

    11 Sep 2010, 23:00

43. michael gray

    DO NOT USE VIRGIN THEY ARE CROOKS, THEY PROMISE EVERYTHING ,DELIVER NOTHING,THERE CUSTOMER SERVICES ARE AN ABSOLUTE NIGHTMARE, YOU HAVE BEEN WARNED,I HAVE SENT A 4 PAGE COMPLAINTS LETTER TO THEM,(THEY STILL DONT LISTEN)IF YOU WANT A COPY OF THE LETTER TO SEE HOW BAD A COMPANY THEY ARE LET ME KNOW,I WILL E-MAIL IT TO YOU.mikegray444@hotmail.com DO NOT USE THERE SERVICES YOU WILL REGRET IT

    12 Sep 2010, 21:40

44. michael gray

    IF ANYBODY HAS ANY PROBLEMS WITH VIRGIN ON THE NET FOR A SITE CALLED (ISPA">MEDIASEND YOUR COMPLAINT TO THEM THEY WILL SORT OUT YOUR PROBLEM.IGNORE ALL THE VIRGIN MEDIA PHONE NUMBERS THEY ARE A WASTE OF TIME.ALL THE BEST.

    15 Sep 2010, 16:02

45. LJ

    oh my…i dont feel so hard done by now having read this list of woes! I did a forum search for Virgin Media Customer services number having learnt from my experiences with Vodafone a year ago…that it really isnt worth calling the general call centres of these companies as they will not go ‘off script’ unless it is to lie to you to get you off the line. I just avoid them now rather than go through the process only to get wound up. I will try the 01256 no. tomorrow so thank you…i am just agrieved that they decided not to turn up today and didnt contact me to let me know it was a general fault..dont even ask about their attitude when i called. My broadband is still not working and i cant believe they don’t attempt a bit of customer relations and offer a fixed time appointment having wasted my time today, but seeing the extent of these other encounters i am small fry! Having seen an earlier posting i think i need to get them to go back to the green box anyway. On the point of ending contracts – are they not in breach of contract if they do not provide the agreed service thus giving you a reason to cancel without them being able to ‘fine’ you.

    16 Sep 2010, 23:24

46. Lily

    Thanks for the suggested phone number, we’ll be trying it out. Here’s extracts from my latest emails to their email complaint address ( complaint@VirginMediaComplaints.co.uk ) No response so far.

    Email 1

    “We recently waited in all morning for your engineer to install a broadband internet connection, when the engineer arrived it eventually became apparent that this was not going to happen as the cable that serves our house is apparently faulty in some way.

    Today we have stayed in all afternoon awaiting engineers to come and replace the cable to our house.

    They did not come by late afternoon so we called a couple of times to chase up the situation and were told that the engineer was being contacted and would arrive. The late afternoon call resulted in our being assured that someone was definitely on their way. A recent phone call has resulted in our being told that an engineer turned up but that we were not home!

    We have spent most of the afternoon cutting the hedges and gardening in the front garden. There has been at least one person in the garden at any one time from 12pm until 5pm. After 5pm I was sat at my computer in front of the window beside the front door (with a clear view of the path and arriving visitors).

    Additionally, I have two telephone lines to the house which the engineer could have called and my partner’s mobile phone number was also provided to you. Clearly, your engineer lied and your call centre staff then lied, in turn, to us.

    Furthermore, as we were promised a call back from the query call made around 8.30 this evening to rearrange the cable replacement (a call which we were assured would be returned within half an hour) and that has still not arrived, am I to assume you do not want our custom?”

    Another email!

    “On 16th September, at around 8.40am (after some considerable time on hold) we were told that someone would call us back during the day to sort out our situation. After waiting all day for that call to reach us on partner’s mobile phone number we arrived home to no answerphone messages.

    At around 6.40pm we made another call and actually reached a civil member of your staff . She noted that although we were not receiving broadband, the engineer who visited the first time (and decided that our line was not good enough to receive a broadband cable signal) had “signed us off” as connected and that therefore we were likely to be billed for broadband. She said we would be called on the 17th September by a more senior staff member.

    Following no call from that staff member, we made another call this evening. We were told that an engineer had called at our house at 7pm on the 15th September but that no-one was home.

    At 7pm I was sat at the computer desk in my home office The window overlooks our garden path and my desk is facing it so that I can see visitors approaching. Furthermore that particular window is beside the front door (with a space of around 4 feet between them) and my desk lamp was on so that it would also have been clear to anyone at the door that someone was in. Please also note that your organisation has three contact numbers for us and we received no contact by phone that evening .

    We were also told during this evening’s call that we were responsible for the cable being unable to function in a way that enables a broadband connection whilst not damaging our phone lines! More lies! The staff member then said that the soonest another installation date was available was possibly 12th October and that we would have to wait till then.”

    Virgin Media suck!

    17 Sep 2010, 20:55

47. Virgin Rep CSC

    I just want to say, As a Customer Service Rep for Virgin in the Scottish base. We are nothing but customer Focused.
    I try very hard to solve any problems the client may have as this is the way I have been trained,
    However when a client calls in and the 1st thing you hear is “You’re a dick” “you’re a cunt” Etc etc every 2nd call it starts to get to you,
    However We have over 100 staff on the phones at anyone time.
    And we all try very hard to answer everyone of you’re issues. Im aware people do get reps with an attitude which i appologise for however we’re not all bad.
    And those who write to managers etc. .. You’re probs just best phoneing up as Virgin has a policy that what the Call rep says goes.
    So what ever we write in the notes thats really what’s gonna happen unless the boss says otherwise.
    Which does suck if you get a crap rep. But i know most of the reps and they are all amazing people and helpful.
    Please be aware tho .. ALL REPS ARE HUMAN!! not machines so some live with illnesses etc and even turn up at work to help you. so maybe when you go to shout down the phone at us think .. this person has the power to do things take it nice and easy :)

    P.s we dont suck :)—We’re nice :) well atleast I am :) x

    21 Sep 2010, 20:26

48. irene sage

    Having been a customer of virgin for numerous years, I terminated my contract with them after their direct debit was taken from my bank on 11/8/10. With paying a month in advance when I started with them, this meant with the waiting time they gave me for this, would be paid!! Oh no I have received a bill from them for £107, which incldes £10 for late payment!!!!How can they do this?????

    Irene

    28 Sep 2010, 09:11

49. katie p

    Just moved house- was with VM at previous address and arranged transfer to new house. The service rep offered a free transfer to new property and service charge fee only charge for the first two months then all fees paid as ‘usual’ for the rest of the contract- an offer given as we were considering changing service providers. Direct debit has been set up and paid on time as usual, but just received a letter today stating we owe £90… may not be a lot to some but we have just moved due to financial hardship (as are many people at the moment) and really appreciated the discount. Phoned customer service number stated on the letter and rep was very rude and unhelpful. Does anyone have any advise on how I can stop them from taking this money, as we don’t have it. Can they take this kind on money if we have not actually signed a contract, I feel we have been miss-sold the service as we were ‘guaranteed’ a discount, which apparently hasn’t been provided

    Hope everyone else has had better luck with them!

    Katie

    05 Oct 2010, 11:04

50. Bob

    Telephone line Rental, Talk Unlimited, Call Bar,Call Display,XL TV Package, 4 V+HD set top boxes, XXL 50Mb Broadband. This is my virgin package. VIRGIN DO NOT VALUE MY CUSTOM.

    As I was leaving Sky who were begging me to stay, they warned me Virgin would go back on any deal they agreed. After numerous frustrating calls – in which I would be told one thing by one rep and that later contradicted by someone else – . I have the most confusing bill ever produced by any company and the bottom line is i am now to pay £185 for cancellation of a service that was installed on 11th September.

    Virgin, Mr Branson you should feel utterly ashamed.

    bob

    05 Oct 2010, 16:59

51. sacha buffery

    we have had problems with virgin phone line,debt collectors calling for ppl who had the number before. We have had abusive calls upto 10pm at nite they changed our number and reasurred us this hadnt been used for over 7 yrs.number changed new debt collection agencies now calling for entirely different person . called virgin who said it was a crossed line .the company are giving our number and details we have never heard of this person before but on specking to virgin they now say it isnt a fresh and we been givin the number with debts which was the problem we had before and were told we could change our number again !!!!!! even though we were assured that changing our number the first time and we would have a number at least not in service for 7 years . it now turns out that it was in use just up to the time we were given it and guess what there were debts on the account !!!!
    even told by one advisor it wasnt same problem even though she agreed we changed number for other peoples debt collectors. asked to speak to manager who had no more powers than customer service team now awaitng another manager to call grrrrr

    06 Oct 2010, 18:15

52. mike gray

    iF YOU HAVE ANY PROBLEMS WITH THE VIRGIN (IDIOTS)SEARCH THE INTERNET FOR A COMPANY CALLED 1.S.P.A. AND REPORT VIRGIN MEDIA TO THEM.THEY WIL SORT IT OUT.

    07 Oct 2010, 20:29

53. mike gray

    SORRY I MEANT TO SAY THE FIRM IS CALLED I.S.P.A

    07 Oct 2010, 20:31

54. peter crowther

    I had problems with virginmedia for over six months. Refunds were promised for the services I was paying for but never got, but like the services, the refunds never turned up either.

    I emailed the complaint three times. I had 2 email replies in broken English that made no sense at all and a third reply which thanked me for my email and that was it. I phoned to speak to an advisor to be told “not another bloody complaint, go stuff yourself!” And was then promptly cut off. Tried phoning back but, all the customer advisors were busy!

    Wrote I letter of complaint to the complaints department – no acknowlegment of receipt within 48 hours as their compalints policy said I should, another letter of complaint three weeks later, and still no reply or acknowledgment.

    I’m infuriated with their behaviour, but my complaints are about their TV services and staff so it seems I have no comeback, any help would be appreciated.

    22 Oct 2010, 20:40

55. mike gray

    PETER. GOOGLE ISPA COMPLAIN TO THEM .THEY WILL SORT YOUR PROBLEM

    30 Oct 2010, 21:17

56. Gary

    Ok to start VM are the worst company i have dealt with!! rude insulting and downright pathetic customer service reps.
    To start with i moved over a year ago and took VM to the new house, so i rang to say we were moving …. the woman at the other end was very helpful and sorted out my VM move. Anyway 3 months down the line we were offered a fantastic Sky deal so we decided to take it so i rang VM to cancel my contract only to be told i was signed up to a 12 month contract when i moved!?!?!?! where the hell was this information when i moved? i wasnt told this when i arranged the move. 6 MONTHS of complaining via phone call email and letter and i got nowhere. anyway give up all hope of that and resinged myself to sticking out another 6 months of my stupid contract

    Anyway after joining sky at the begining of september i called virgin media to cancel my contract. was told i had to give 30 days notice which i understand. i was asked if i was taking my number over to sky i said yes. a week later i was contacted by sky to say they could not take my number over and they would contact VM which they did. i then recieved a bill for line rental. after foning the extremely rude reps at VM i was told they hadnt recieved this fonecall from sky and the charge applies. anyway to cut a long story short i am still recieving bills. i recieved a bill for £9.45 which i understand isnt a lot of money and ive been told this is my final bill yeah like i believe that. ive tried complaining about this to all the right place only to be fobbed off by some rude idiot who just keeps spouting terms and conditions at me saying it is all my fault for not disconnecting my services properly. I also tried the number gave on here only to be fobbed off yet again.

    VIRGIN MEDIA you all should be ashamed you dont give a damn about your customers and you need to sort yourselves out or you will lose every customer you have.
    Richard Branson you lost virgin megastore because of your rude shop workers and your going to lose this pathetic excuse for a media company

    02 Nov 2010, 09:15

57. chris bowden

    Just found this site and thankfull l did wondered if it was only me that had issues with so called virgin media customer service reps,have sopken to 3 different service reps? 3 different outcomes.Made a complaint and now wonder why l bothered this company appears to honour nothing least of all the clients that keep them employed.And you have to wonder if the so called service reps the worst way to run down competition when you dare to say you are moving to them

    02 Nov 2010, 16:14

58. Jonathan Pitt

    We have the V+ box, which has never been able to record since we downgraded our services back in Feb 2010.

    Lax as we are, we noticed recently on our bill we are paying for the box. So I contacted Virgin in Augest 2010. They sent an engineer out to fix the box. The day after, it started to play up, so we called and they sent another engineer who fixed it.

    As we don’t watch much TV, my son asked for it in his bedroom to watch CBBC’s and Star Trek etc, so we agreed. We have put the parental controls on so he can’t record inappropriate material or so we thought.

    My son had a few friends over for his birthday and they all went up to his room. They are all 8 – 9. It was really quiet so my wife went to ask what they wanted to eat. You can imagine her shock when she found they were watching pornography.

    We looked at the programme set up later and found the programme was listed as Star Trek Enterprise. It gave all the info about the programme but was actually a porn programme.

    We complained to Virgin, bearing in mind it never did this prior to their fixing it. Their attitude was you shouldn’t allow your children to watch adult material. Sorry, but Star Trek is people flying round the galaxy having adventures.

    Not on this, but one of the children told his parents and the next thing we know we are being called to see my sons Head Teacher.

    Virgins response was “Nothing to do with us”.

    They have now replaced the box claiming it was a technical fault, no apology, no nothing.

    When we call to speak to them, their are now no notes on their system about the issue, it’s as if it never happened.

    Virgin Media are possibly one of the worst companies we have ever dealt with. Their customer service sucks, but then again, they employ kids on min wages so what can you expect?

    03 Nov 2010, 11:38

59. John r

    Ok im going to add to the list…

    my mam as a present decided to get me a broadband package as im living away from home, low wage, high rent etc etc.

    So we went for a big company…virgin, and nothing but hastle so far!

    i ordered a broadband package, gave over bank details etc and nothing haoppened for around 2 weeksd, so i rang up to see what was going on. I was told the account wasnt set up correctly.

    i then set up the account AGAIN for a second time, waited a week with no word, not a confirmation email or a jot.

    so then i rang back and low and behold, the account wasnt set up again!

    now i has been a coulp[e of days and im afraid the same thing is about to happen as im holding the line, 5th time of trying now, to see if they have their end in order, if they haven’t i will be less than impressed.

    i did send a complaint and i will be taking it further, even though if it isnt set up correctly this time i will be Moving providers, without even being on the internet once!

    they should hang their heads in shame, theyre a bunch of losers….especially the advisor who kept me on hold for 20 minutes and then cut me off, listen to this, enjoy yourminimum wage and be happy that all you have in life is a headset and a computer!!

    03 Nov 2010, 16:50

60. valerie new

    i wish i had read all these complaints about virgin before i get their set up. the most inefficient company i have ever come across. 3 weeks from installation until the landline was working, cables all over the place, absolute shambles. today i received a letter from virgin media….compensation, apology….NO! telling me my current spend is £113.16…when i reach £120.00 i may be suspended!!!..most expensive broadband ever i think!!!does anyone know where branson lives? i want to write to the arrogant git in person, he must know what a complete farce his company are….any help would be much appreciated…..

    06 Nov 2010, 15:43

61. Paul

    HI all, seems I came to the right place.

    Been a vm customer for about 3 years now, over past 6 months my internet have virtually been non existant, spoke to call centre and got the usual, disconnect moden, its your tcpip settings, your pc isnt configured correctly blah blah, after explaining that i have worked in IT sERVER MANAGEMENT, web hosting, server installation, allocation of bandwidth and so forth that i wasnt a novice user and i knew that the issue wasnt with my equipment they finally relented and told me it was a utiliziation issue, well i said basically your cramming too many people onto your systems and the fibre optics are over loaded. several member of their technical team conformed this.

    So Vm told me the issue was going to be resolved by 12/10/10 so i waited patiently for 4 weeks, still virtually no service. i will add that they gave me a £50 good will gesture aded to future bills. so tonight i call again to see when issue was going to be resolved only to be told its not going to be resolved until 13/12/10 lady in customer services was very rude abrupt and very agressive. she did say she was going to add me a further £29.00 credit. when i asked what was going to happen to my service she replied to me that VM could not work mericals and what did i expect them to do… My answer to what was SUPPLY ME THE SERVICE YOU ADVERTISE AND THE SERVICE YOU CHARGE ME FOR. thanks for the UK complaints number will give it a ring on my day off and keep my fingers crossed. GOOD LUCK FOLKS

    23 Nov 2010, 20:41

62. gordie

    gordie this compy treats customer very bad new customer 14/10/2010 will move at end of contract I was pleased to find out I was not alone only way to deal with virgin is to move and never use there service ha ha…......... again shame on richard to give his name to this bunch of fools

    26 Nov 2010, 00:22

63. Neale Hawley

    I am also gobsmacked by the lies that VM tell to get your business. I am at loggerheads with them over promises made to obtain business, basically they deny key facts pertaining to distribution of call centres, efficiency of anti malware, technical support, promises made by fee charging technical support, abusive operators. I don’t doubt that there are some good people at VM, shadowed by others who under pressure to get targets will say anything. If you pay peanuts… I firmly instructed my bank not to pay them any more money, and I expect it to end in court, I look forward to seeing them there, I could do with a laugh.

    02 Dec 2010, 12:38

64. shaz

    I upgraded my package in 10/09/10 to talk anywhere 800 and since then I had to phone VM every month to fix my bills as there is overcharge every month. The advisors are liers, I was told I would have money credited back to my account but month later nothing. Phoned VM explained everything,nothing because the system says my mintues finished!! there system is the worset system ever. They dont know a thing about customer service. please if u are reading this and thinking about switching to VM STAY AWAY!!!! I will cancel my services and I dont mind paying the £130 disconnection fee. Just had enough of them losers. They will promise you things and It wont happen. I dont think they care about there customers, otherwise we all wouldn’t be here.

    08 Dec 2010, 23:57

65. lulu

    The Indian Call Centre is the worst ever, really annoyed me, not only were they unhelpful, they were also really rude. I ended up swearing on the phone. They were asking for it.

    11 Dec 2010, 13:35

66. Milly

    I left BT thinking I would get a better deal with VM. I just wish I’d come across this forum first! Installation was booked for last Thurs – 2 days after moving into my new place. I was told that the phone line had to be located in the same place as the virgin box, i.e behind the TV. They then laid the cable across the front lawn in green casing and made no attempt to hide it. It looks terrible. When I rang to complain, the earliest date that anyone can come to visit is the 23 Dec. Totally unacceptable. I’m going to ring and cancel the whole thing, as well as my direct debit instruction. They are not getting a penny out of me. I haven’t signed a contract or anything yet, so legally what can they do? I’ll be going back to BT.

    14 Dec 2010, 10:59

67. Nanny

    ANYONE OUT THERE READING THIS, DON’T GO TO VIRGIN FOR ANYTHING!
    They took about 2 months to install our package (broadband/phone/TV). We only finally got it after so many complaints and such wasted time I can’t even recall the details. However they DID refund me for inconvience on that occasion. I STILL don’t have a virgin email address as the Indian call centres appear to talk you through installation from a printed card!!

    TV box broke last week (just before New Year) Got through to Indian call centre (ha ha) who booked us in for a visit today Wednesday 05 Jan 8 am – 12 noon. My disabled partner waited in ALL DAY, he phoned 3 times in the afternoon to see what time the engineer would be out and was told “Any time now”. I was at work, phoned 4 times, 2 x was cut off completely, 2 times put through (again) to Indian call centre (despite my asking them NOT to do this – how they are going to help with a call out in Hampshire from India, I don’t know) My partner phoned again, they told him they couldn’t find any record of a call out at our address and there must be some mistake!!
    I have complained again. Don’t hold out any hope of a satisfactory response. Can’t wait for my contract to finish and then will leave them.
    Wonder if Richard Branson ever looks on this website? He would know then that the majority of his employees really don’t give a monkeys about their customers.
    Very chagrined Nanny.

    05 Jan 2011, 17:26

68. Sharon

    Despite numberous phone calls emails and letters I’m still receiving phone bills from Virgin for line rental i swopped to Orange in February 2010 which yes its nearly 12 months ago but Virgin still insist in invoicing me I returned their onvoices without even opening the envelopes but thats made no difference for a communications company they are crap they do not jnow the meaning of the word COMMUNICATION. I phone them they promise phone calls back never received one call from them Obviously i have not paid Virgin a penny since Feb 2010 because i no longer want to deal with them afte i had no end of problems with them, when i moved house. I must say i have received no problems with Orange

    09 Jan 2011, 12:52

69. DAVE

    Once again my 50mb has gone up the wall. after having a new cable modern and router installed after 7 engineers in one week,every thing is fine untill friday of last week.
    So here we go again phone vm arranged for an engineer to come out on monday 4-7 but no one arrived I phone vm customer care line but spoke to a women call Jackie Will—who was no help would not give me an answer to why he had not turned up and was no help at all she should be sacked for the way she handled my complaint
    compensation NO VM DOES NOT GIVE compensation.
    All i want is what i pay for
    So now i have to wait untill wednesday 4-7 i wonder if i will see any one.
    If you want broadband,phone and tv go some where else

    11 Jan 2011, 19:46

70. John

    I can sympathise with many of the comments above.
    I have had reasonable service from VM, but also find the call centres useless.
    I recently sent a message on their site as I am building an extension and family (who are currently on Sky) are moving in and wanted to see what they would charge for installation of additional connections, box etc. Also what the monthly charge would be. I could then decide whether to stay with them or change to Sky. In other words, new business for them.
    I received an e-mail, with a reference, saying they had tried to ring me but I must have been out. (No missed calls on landline or mobile) So I should ring the 0845 number! Which I refuse to do.
    Replied to this effect and got another e-mail to say they didn’t know what my original enquiry was (so why the reference number?) and that the mails were deleted immediately as 100’s of operators working there. They said they couldn’t call out (funny, that’s not what the 1st e-mail said!!) and to ring 150 or the Freephone number!
    Sorry, but I’m not going to try to explain my complicated request to someone in India, who will only advise what packages are available. I already know this!
    Looks like Sky will be getting the business!!

    20 Jan 2011, 16:55

71. Richard

    I am getting tangled up in what I now fear will be a drawn out unpleasant experience. Phoned to cancel early January. Was phoned by Retention Team (or some similar name) within days. Was persuaded (reluctantly) to accept deal for 12 months at £13.49 for lowest level TV, phone, and reduced broadband speed (2M). Repeatedly I said I ‘sounds too good to be true.’ I repeated back what I had been told more than once. Was told would be getting written confirmation. Well, I’ve now had letter, received end of last week, saying I’ve signed up for 18 month contract, with some unspecified (time wise) promotional offer reducing line rental, after which I pay £22.44 monthly – £16.19 in the meantime.
    Don’t get me wrong – this may well a decent offer. Problem is (credit crunch, increasing petrol costs, VAT increase, increasing food bills, energy bills; state pensioner – you get the idea) I just cannot afford it – more to the point, it was nothing like what was agreed.
    Unfortunately, I have in (distant) past also had promises of refunds (for various issues) that never happened; oh yes, and I was involved in the B’ham outrage. I’m already starting to feel stressed – thanks Virgin.
    In my opinion I was very very deliberately lied to – leaves a nasty taste doesn’t it.
    Well, wish me luck; because I am going to instruct bank to not pay if necessary. Yep – let the scum take me to court.
    Bye the bye, I just (out of curiosity) tried the 01256 752000 number (no, I didn’t expect anyone to answer) and message said number didn’t exist.
    Wish me luck – and a happy new year to you all.

    23 Jan 2011, 04:39

72. Anne

    Virgin Media – maybe I am one of the lucky ones – I (hopefully) have managed to get out of their gang! Ordered TV, broadband, telephone and mobile package as advertised £29.46 a month with line rental at £12.75 a month plus first 6 months half price at £14.50 month plus line rental £12.75. Great – NO. Bills came in well over this amount to the tune of £83.06 for first month- oops they carged for free install – credit £40.00. Oops sent me two sim cards for mobile charged me for two – only wanted one – credit that. But still overcharged spend over 4 hours on the phone still could not make anyone understand the simple maths. I said this is false advertisinng and they agreed with me!!!! Told me to report them to Advertising standards – which I have and they then cancelled my contract – switched me off in seconds. Yet to see if I get all my money back. Virgin Media – appalling experience trying to sort the problem of getting the service for the price advertised. Have to say installation was on time, a good job and all services worked fine – well for the two weeks I had them anyway! Off to Sky now.

    24 Jan 2011, 17:30

73. ann

    this company is a joke dont go with them they kill you i wouldnt mind paying 10000000 pound if only they would get OUT MY LIFE!

    26 Jan 2011, 18:05

74. Funmi

    Virgin Media – Ordered the TV, Phone and broadband bundle in January and got installation for today the 3rd of Feb between the hours of 8am – 1pm. Booked the morning off work to be able to come in at 2 p.m. 2 p.m., virgin is still no where in sight. Got a call initially from engineer at about 12.45 to say he’d be here just before 1p.m. called him back after one and all he says is someone is on the way, just put 2 and 2 together now and realised he only just called another operative who claims to be his manager at 1.30p.m to say he couldn’t make it. So called manager says he is about 10mins away and he’d be here as soon as he leaves. It is now 2.13pm and still no sign of anyone in sight. Called customer service an one was even chewing into my ears over the phone…......very rude Indians. Loosing getting paid for today and from the look of things, might need to reschedule but who will be here to let them install? Not me. Think I will call and cancel now!! Just so pissed off right now

    03 Feb 2011, 14:15

75. Dave F

    I got an email recently which said that you were legally entitled to ask to be put through to a UK customer service operator if you couldn’t understand the Indian accent. Tried this – didn’t get me anywhere apart from about 15 minutes listening to Indian music and being put through to another Indian operator. I’m beginning to like Indian music …........................

    14 Feb 2011, 20:24

76. Adrian Sheehan

    Hi,

    just another update, I just tried the 01256752000 number and got an answer saying that the office is now closed. It is 7:30pm so I will try again in the morning. Looks like the number is active again though

    16 Feb 2011, 19:33

77. Jeff fitzjohn

    I regretfully joined Virgin Media Digital Home Support I used this service last week as I was unable to gain access to my Emails they only partly cured the problem but created another now when I turn on the computer I have to maximise the picture each time as it comes up about 1/4 of its size but before it always come on with a full picture three technicians tried to cure this problem that they had created but were unable to. Some of them became very argumentative & quite abrupt. I requested that they cancel this contract after a matter of days onley to be informed there would be a cancellation fee they are taking the money & not providing the service. Now I can see why Richard Branson is a millionaire BE VERY VERY CAREFUL ABOUT JOINING VIRGIN MEDIA HOME SUPPORT In my opinion nothing more than a RIP OFF.

    20 Feb 2011, 11:34

78. ccanne

    My 75 year old dad was misold a multi media package – Virgin had cold called him. Trying to get an answer from them is absolutely impossible without him present – I completely understand regarding data protection so I have now written them FIVE letters asking them to contact my dad by letter only. He now constantly receives sales/insurance calls from Virgin although he is registered with TPS. I now have to take time off work to travel down to seem him (not all bad!) so I can deal with them over the phone – thankfully I now have a direct number thanks to this forum! I recently moved from BT to Sky and the customer service is fantastic! Shall hopefully be organising the same for my Dad .

    24 Feb 2011, 21:13

79. Rog Parsons

    ‘Exciting Changes’ to Virgin means it regets our password and or username! so you cant check any web mail boxes or settings – in September around my home Freeview comes on full power so Virgins basic TV and V box can go back and as far as the most expensive broadband – so , after many years can that the BT line can be re-connected and then I get to choose who supplies my Internet ! or buggers up my email.

    20 Mar 2011, 22:47

80. jonny hayward

    hi, i have been with virgin for 6 years now for my broadband and recently switched to the new “super” hub service which promises 30 meg speed with better range. firstly the speed im getting is 9 meg download speed and 3 meg upload speed, my laptop is getting 2 out of 5 bar signal from 3 ft away from router with my daughters laptop/xbox out of range in her bedroom directly above where the router is placed in my living room!! i have called god knows how many times only to be told to “press 1 for this” and “press 2 for that” then either getting cut off after being on hold for up to 40 mins or fobbed off with excuses from somebody i cant understand as they dont speak very good english!!

    my mobile bill came this week and i have just found out ive spent just over 31 pound phoning these clowns and still i am none the wiser on anything!! i wouldnt mind so much but guess who is my mobile provider?........you guessed it…VIGIN MEDIA!!!!!

    The staff at the virgin media store dont have the power to do anything and cant access any accounts etc (even though they can set one up in a flash if you are a new customer!!) and here is the most frustrating thing…...over 30 pound spent calling ismail in kazlakistan to try and basically just get my old service re-activated and the virgin media call centre (the address in swansea for the complaints letters) is 500 yards from my house!!!!!!

    STAY WELL AWAY FROM THESE CLOWNS!!

    25 Mar 2011, 09:30

81. RAY

    YOU SHOULD STAY WELL AWAY FROM VIRGIN MEDIA AS THEY CAN’T KEEP TO THERE CONTACT AND ALL YOU GET IS WE WILL TELEPHON YOU BACK I SPENT ABOUT 4TO5 HOURS ON THE PHONE ADDING UP TO 17 CALLS AND STILL NOT GOT A ANSWERE THIS ALL STARTED 22/03/11

    26 Mar 2011, 21:34

82. James

    OK, so my blueyonder email has not been working for a week now. I called VM this morning (trying hard to not lose my temper). To actually speak to someone you have to pretend you want to disconnect. I was then put on hold for 8 mins. Then (surprise, surprise) get put through to an Indian woman, who had no idea what I wanted. So I just called again. And now discover the email in my area will not be working again until 6 April!! Madness. VM are beyond incompetent. And treat their customers with such disdain. This really is the final straw. And now I have to go through the lengthy process of switching… joy.

    28 Mar 2011, 14:00

83. Sarah

    Hi,ive completley had enough of Virgin ripping off all there existing customers.
    i have the tv,phone and broadband package,but i have asked them to just let me have tv and broadband as i dont use or need the phoneline as the broadband is through a cable. does anyone else think that we shouldnt have to have something that we dont need? And if they disconnected it then maybe my bill would be cheaper. But they just keep telling me that i have to have the phoneline… Why??? Really want to change my supplier now after reading some of the comments…

    29 Mar 2011, 20:43

84. maureenwall

    I joined Vigin Media when they offered me services for tv/broadband and telephone- £30 per monh. Ah but there is a special offer so I pay only £15 for the first two months and then back to advertised price. So my first bill arrives for over £50 and I query it. They say they charge a month in advance but the month after they charge me something like £141 and eventually it rises to £196.00 per month. I pay what I agreed to and nothing more. I write 3 letters of complaint and I phone thenseveral times. They installed the wrong package, they changed my number without permission and never even told me what my new number was! Then my phone line is down for the first two weeks. Every time I talk to the customer service centre and I state my point assertively they say I am rude and that they don’t have to talk to me so they cut me off. Then I phone again and they keep me on the phone passing me from dept to dept for an hour. I timed it!! When I reach the dept I want I get cut off.
    Eventually I terminate my services mainly because I never got any service. After much arguing they agree to a final settlement of £75.48. They agree they have charged me for a month and they agreed to give me a gowodwill settlement. Next thing I get a bill for £115. Then they tell me it is £117 and then £107. I ask why my settlement has not been honoured and they say there is a disconnection charge of £50.
    I am now in the hand of Moorcroft and I have been in touch with the financial Ombudsman
    who says they can’t help me although they wrote to Virgin on my behalf.
    I am flatly refusing to pay what I don’t ow. I have paid the £75.48 and I will meet them in court before I pay another penny. Bunch of Morons isn’t in it. They are downright incompetent, practice illegal selling practices and are incapable of adding up. Will do anything to get you to sign up and then flatly deny all they have agreed to.
    Stay away from them. Stick to your guns and refuse to pay any excess charges. I have send Moorcroft four pages of complaints so we can’t all be wrong. No wonder people commit suicide. I can well understand it dealing with Virgin Media.

    06 Apr 2011, 00:35

85. Colin scarbro

    Hi, to add insult to injury. I just had an arrogant sales man call at my door attempting to sell me unsubstantiated ‘better than the web price’ virgin media services. Pushy, arrogant and asking way too many questions about my current billing and usage . When he was told I do not buy on the door step he attempts to belittle my reasoning. When asked to be taken off the calling list he ignored me and walked away. When i later attempt to complain to virgin about their representative there isn’t a single method to do so. So I email trading standards and tweet out to all locals to be alert. What else could i do to get a message out about them. Would I even consider virgin after this and reading the comments here? No way!

    14 Apr 2011, 20:17

86. Matt

    I have a fun story, i signed up for there 50mb fibre optic internet after entering my post code and house number on there site…”congratulations…you can receive our fibre optic service”...so all excited i called and they again confirmed i could receive it, 5 hours later they called me back to sign me up and again confirmed i could receive this, but a small amount of work would be needed to be done in my street prior to the installation…so after 4 phone calls as the installation date drew nearer they still assured me not to worry it would all be taked care of on time.

    8:30Pm the night before the installation i got left a voice mail by an asain gentleman who could not speak more than ten words of english saying “we cannot be coming tomorow as work not done in street”, not even a sorry!!! after spending the next hour on the phone to them where not one of the two managers on duty would speak to me i finaly got through to the construction dept where i was told “ahhhh yes, ill tell you what the problem is, we didnt carry the work out in the street”....after telling the fool i already knew this he hung up…i called back the next day and still no one would call me.

    Around lunch time i got a call from a lovely lady who said “hi i understand your waiting for authorisation off a manager to see if we will do some work in your street, im very sorry to tell you its not been authorised and its not cost effective to have you as a customer but thank you for your interest”

    Ok, now i really need to speak to a manger as my phone and net contract with my old ISP has been cancelled as VM were booked to install “hmmmmmmmmmm im sorry but a manager wouldnt be able to help you”...what the hell is he a manager for then???

    A letter to Richard Bransons Managment team was sent off and we went back to our old company, i did in fact have a call from a director who offered me an oppologie and stated that they forgot to do a site survey and tell me there was not fibre optic in the street, this was over a month ago and to this day there site still tells me i can have fibre optic and they still keep sending me mail asking me to sign up….....wouldnt go with VM if it was the only company going!!!!!!!!

    14 Apr 2011, 23:30

87. Colin Scarbro

    Hi, some further info after my encounter with a dodgy virginmedia door to door salesman. I complained to Trading Standards who replied within 12 hours to say they had made a record of my issue. They also suggested I contacted the regulator. This regulator will handle complaints with any telecomm company that is part of the scheme, that includes mobile phone companies. The links are;
    cisas.org.[dot]uk
    tradingstandards.gov[dot]uk
    Obviously replace [dot] with a full stop character

    Regards, Colin

    15 Apr 2011, 16:25

88. b r bedford

    have just spent another fruitless 30 mins + waiting in line for a non existant service,my complaints are too varied and too many to list here but please anyone reading this trying to decide whether to go with virgin DO NOT AT ANY PRICE!!!!!!!! They are the worst company I have ever dealt with, ever eager to take your money and impossible to communicate with. I think branson is only interested in space travel as he thinks its another possible site for him to place cheap broken english speakers and call them technical support. Anyone up for a campaign to strip this man of his knighthood?

    17 May 2011, 11:53

89. akash

    when i called a virgin media about my billing question. they booked a callback in 24 Hrs. but i didn’t got call from them so i called again my query was solved. and i got a call after two days after my problem has been solved. so instead of two days.

    and in unlimited broadband package they reduced my speed to 1/4 of my total speed to give the best service to other customer on the name of sharing.

    29 Jun 2011, 13:43

90. Yas-uk

    Hi
    Can someone please help me!!? Im having so much trouble with Virgin Media .. been with them for number of years and theres not even a direct complaints line.. ive been on the phone with them all evening being passed from one pillar to post and one twat of customer service even hung up on me!!!!!!!!...
    my phone line is dead… sending someone next week..
    tv package is crap and paying for what should be free
    my broadband is soooo slow and paying too much for it…

    Is it time to leave?? i think so… but before i go i need to complain to them.. any idea on direct number or email address??
    Help anyone!!.

    30 Jun 2011, 22:54

91. jack lockwood

    hi I have been with tele/west ,now virgin media I have had a email say as agood customer could i recomend my friends and family so I did I wish I had not thay have upset my friends and family two of my friends don’t talk to me anymore and my son his having lots of problems with this company I have been with the company for some 15years and can’t wait to leave at the moment I have mobile phone, land line,TV,broadband my wife mobile and my son mobileI pay £104.00 per month. I can’t get them on the phones or by email I have tryed by letter but know look I have never had a good service with tele/west or Virgin media.

    ps
    I now have a number to call thanks to Stuart Tunstead 01256 752000 I would never recomend virgin media to anyone thay are just legal robbers and a rip-off thank you Mr Richard Branson

    05 Jul 2011, 13:22

92. Lucas

    Last week, I grew tired of the continual service outages that I had been experiencing with Virgin Media, so I called up and was put through to the ‘overseas’ call centre who told me t that there was a problem in the area and that it would take 5 days to sort out as an engineer would have to correct it at the exchange. I ask if I would be compensated for this inconvenience to which I told I would be.

    I thought about this further and decided, that it was time for me to change my service provider, and called up and spoke to someone about ending my package. I was put through to a smarmy snide sarcastic individual who tried every trick in the book to keep me with Virgin, and then got stroppy when I stuck to my guns.

    I was told that my disconnection date was to be on the 11th August 2011. So imagine my surprise when on the 14th of July 2011 – no internet. I called up and was told by technical support that my internet had been disconnected (yet my phone line was still connected). I couldn’t help it, but I asked the representative ‘what sort of ‘retards’ actually work in that organisation’ (the representative did not respond directly, but he did stifle a laugh). I was furious that the spiv that I spoke to did not put the accurate disconnection date down, and deep down, I knew it was going to be hell putting it back on.

    I was put through to someone in customer services then pushed on to customer relations who actually sympathised with me and told me that it shouldn’t have happened and could understand why I was leaving (as I had many calls regarding service outages during the past two years logged on my account – far to many to justify me to continue paying for this service). I also complained about the hard sell from the disconnection team (in trying to convince me to stay) and the fact that they did not put the accurate date down, I was told that this would be fed back to the team member responsible. I was told that I was to be reconnected and I was told that it would take anything from 2 to 24 hours. In my years of using various service providers, it seldom takes the full 24 hours…Fortunately all three representatives were from the UK which is a complete rarity for Virgin Media.

    I called up Saturday morning as I still had no internet and was told that it would normally take the full 48 hours to restore service, but there would be nothing else I needed to do. I was put through to another nice representative (again based in the UK) who said they would compensate me for 48 hours of no internet.

    Sunday morning (today) still no service, and the overseas call centres are incapable of reading customer notes, or even listening, for that matter. As one customer agent said that I had ‘cancelled without giving the full notice period’, while another attempted to book another installation date. Customer relations was ‘closed’ (or more accurately the centre was fielding calls for plusnet only today) so I had to call back during the week. I was quite proud that I kept my temper, but what I will end up doing is asking them to cancel my phone service and send me a final bill, when I call them tomorrow.

    I have had to pay for the BTFON service while I am waiting for my new provider to set up my new connection. I did note, that this public wifi – access connection was a hell of a lot faster than my private cable connection. Says a lot about Virgin doesn’t it. I would never go back…like most of the Virgin Brands…Virgin Media is just about style, with no substance.

    To say that I am disgusted with the service would not even come close to describing how I feel about Virgin Media.

    17 Jul 2011, 14:22

93. Rahere

    @Matt
    Seconded, with the added refinement that I asked them to do a site survey before installation, making the specific proviso that they should check they can connect before forming the contract. They refused to do so, then could not connect and cancelled the contract. I am now going to pursue them in Petty Claims for my extra costs of running on GSM Wifi until I find a replacement service supplier. My initial complaint also asked them to correct their database, which still has not happened.
    This is a company where the Indian sales team have started wagging the Operations dog. I’m going to see my MP about these abuses, it’s time we called a halt to paying our people to be unemployed while our money is used to support the unemployable in other lands.

    20 Sep 2011, 17:31

94. Paul

    I have always used CEO.Office@virginmedia.co.uk email address and have always solved the issue within a few days.

    04 Oct 2011, 16:53

95. faz

    I have had a nightmare for 5 months with virgin, after having been a customer for 7+ years, I wrote to them in June letting them know I was changing sp. I continued to recieve demands for money o/s, as we had cancelled our dd, and despite having contacted them numerous times I have had no joy what so ever. Cut a long story short, I discovered ISPA.org.uk to which Virgin suscribe to as member. You can contact them and they will forward your compaint to virgin who have to respond within 5 days with a resolution or ‘deadlock’ letter which can be escalated to CIS AS, an arbitration service whose decision is binding if you choose. Today I have spoken to a very nice man called Graham on the 01256 752000 no who is also looking into this for me. In the meantime we will continue recieving debt collection letters for money we dont actually owe!!!!!.

    21 Nov 2011, 13:09

96. mr a canham

    i wish to complain about the very poor responce that I am getting
    from my six phone calls that I made about my broadband not
    working properly
    can I get some help please

    23 Nov 2011, 16:48

97. David hellllier

    been with Virgin and preedceesors for over 10 years. Service has got better over the years and I have been pretty saisfied with service (TV & Broadband). Now have to move and to a non virgin area. Told them I was moving and they said I need to pay £130 pound cancellation fee. Call Agent was most unhelful and basically said lump and leave it. I was not a happy bunny. So thanks for the compliant number. Got through quickly and agent waived the charge so I am a happy bunny now. So thumbs up to Virgin!!!

    03 Jan 2012, 13:53

98. John Steeples

    Hello, virgin media, I’m sorry you could not put a name on your letter.

    Also on the top your letter you posted to me, offering me a contract of what you sent or supposedly sent one year ago with no signature I did not receive this a year ago I was not told about the contract of 18 months.

    Also I do note on this letter you been extremely rude by saying you asked for a duplicate copy of the contract – you got it. This letter was posted to me on 30 December 2011.
    I’m putting on notice now to cancel that if you do not sort this out in the next two weeks and refund me some of the money you have removed from my bank. I shall enter to a small county court summons to you
    Best regards John steeples

    06 Jan 2012, 11:05

99. Dave c

    My Mum in Law, has bundle package with Virgin, has had no wireless broadband for last two months. Finally got up to visit her today to contact the virgin help desk (now there’s an oxymoron!) on her behalf . Was first told to connect an Ethernet cable between router and pc-answered no Ethernet cable and anyhow, pc is desktop and at other end of house. Response, from help desk was that will send me a two metre cable and mum (registered disabled) will have to move the pc and connect it when it arrives and call the help desk back. Told them this was not possible and there response was that mum needs to ‘obtain’ a laptop! I asked them to send an engineer with laptop and they said quote ” our engineers don’t carry laptops and anyhow they know nothing about wireless”. Got the same answer from the supervisor!

    Tomorrow will try the 01256 number but having read this site, i’mnot holding my breath!

    22 Jan 2012, 12:54

100. dave

     had a phone for a month sent back for repairs the phone cost 29.99 they want £50 to fix it told them to send it back,got it today chipped and scratched all along the side,told there is no warranty when it leaves the factory where its sent from,passed over to 5 advisers who want more money to fix the damage they made lol,over 1 1/2 hours later they still making excuses for it to not be fixed,worst customer service ive ever witnessed,never buy anything from them again.

     24 Jan 2012, 12:38

101. Brian

     I have a large package with Virgin, all is well and works great but my D-Link router died last night. Have been on the phone to India for almost an hour being passed about until I got the notion they are not going to help!
     Tried the above number and a woman answered, I politely asked for Complaints and although hesitant to put me through I told her I would take my chances. Eventually got put through to a woman called Liah who was very helpful. India just wanted to send me a superhub and charge me £75 for the thing, Liah sorted out two options, she could replace my router or upgrade me to a superhub at no cost. Definitely worth ringing this number to get sorted, many thanks!

     24 Jan 2012, 13:20

102. amit

     hello guys i m postin this because i have no internet service from last 3 months and which comes out to 3 months bcoz virgin media customer service is giving me every time one month period to get the problem fixed and this time they are asking for 2 month to fix the problem. i tried to get the headoffice number but they are not giving any number. cant cancle the service because they asking money to cancel it. dont know wat to do any help from u guys will be appreciated

     25 Jan 2012, 20:39

103. Dave c

     UPDATE. Phoned the 01256number and got passed thru to a U K support desk who couldn’t have been more helpful, they arranged for technician to call next day who fixed the problem, though he did also notice the wireless reception was weak, so is arranging for a followon call to resite the router!

     What a shame that we, as paying subscribers, have to endure the terrible service from the India HD when such great service is available in the UK, if you know how to get it!

     26 Jan 2012, 21:44

104. guy

     Its been amazing reading all of these complaints people have with VM. I also have had my fair share lol. I actually moved home and was told my existing contract could go with me. Not a hope in hell lol. Another told me that it would have to be a new contract. They also told me I wcould keep the same number. For christs sake, I only moved a quarter of a mile and guess what, you guessed needed another number. I am self employed and that cost me dearly. VM didn’t give a shit. I wanted the same services, TV, Broadband and Phone. So they upgraded everything and didn’t tell me. Absolute fucking quality lol.
     However, all that has now changed for me. I had to move again due to a leaking flat roof and was told it would be a new contract. I told them I had to go abroad for a short time and would let them know my new address when I returned. I gave them a forwarding address and I have now had many demands for the remaining 3 months of the contract. I told them to shove there demands were the sun don’t shine and that I will see them in court.
     Try doing this. go online and sue the bastards. DO NOT DO JOINT CLAIMS KEEP EACH CASE SEPARATE. They will always defend group claims as it is cost acceptable to them. But they will not challenge many, many individual claims as it is cost prohibitive to them. That is what I am doing now. As I said you can do it online for a fraction of the cost. Cancel any DD’s that were set up with your bank. Just go online to your bank and press the cancel button. Job done lol. Then sue the shite out of them. Cite a contract not fit for purpose and that they were in breach of contract. Do not ask for a rediculous amount of money and you will win. Also make sure you demand the removal of any default notices from your credit file as part of your claim.
     I have recently done this to T Mobile and received all that I demanded by way of cash and removal of a default from my credit file. That cost me £25 for the initial case, plus another £100 for the bailiffs and the amount that I wanted from them. I got the lot lol.
     Good luck to all. :)

     28 Jan 2012, 18:52

105. Steve

     01256752000 seems to be working as of 02/02/2012

     02 Feb 2012, 15:14

106. Don

     my neighbour reported over 2 weeks ago that the telephone cable running from the telegraph pole to his facia board had broken free and was danerously hanging on by only 3 thin wires. Virgin who was supplying his phone line denied all responability for the line stating it was “BT’s” responsability. He rang “BT” who stated the responabilty lies with his phone service provider “Virgin” So he contacted Virgin again who still insisted it was not their responsability. Now 2 weeks later during the night the line broke free along with the metal bracket and hit my vehicle which was parked in my drive resulting in 2 deep scratches on the roof of my car. When I noticed the damage that morning I telephone Virgin 4 times, the first time they apologised & put me on hold before timing out, the second time the lady I spoke to put the phone down on me although I was still being polite, the third attemp they transfared me to a payment option voicemail & the fourth attemp they just kept putting me through to different department so I had to go through the whole incident again before they cut me off. So 3 hours later I have still not been able to make a complaint to Virgin. Branson pull you finger out will you.

     07 Mar 2012, 13:02

107. juliet

     The number displayed is not for complaints, it is switch board number, when they put u throw it just goes to the normal places, where no one seemaweful company!irgin media works. i got told 3 different things in the space of 2 hours. Wasted a whole morning got totally stressed and still didnt get a resolve on my account. Virgin Media is the worst company i have been with. so off to consumer rights practise to report this aweful company!!!!!

     13 Mar 2012, 12:32

108. lilly

     omg..vm is the worst customer services ever.no tv/internet for 5 days due to incompetent virgin sub cobtractors damaging cable under pavement..!! no body wants to help useless staff.telling lies to gey you off the phone..no complaint numbers displayed..are they hiding. have found email address for CEO. Neil.berkett@virginmedia.co.uk. hope this works..so send complaint to him!

     02 Apr 2012, 19:54

109. Martin

     Rang 01256 752000 number switchboard answered asked to be put thru to complaints some body answered just couldnt be bothered with complaint and informed vm do not have a complaints dept just customer services. What the difference is i do not know. should have learned from previous encounters with staff on 150 all just tell lies. This monday morning appointment nobody turned up ,had day off work ,vm says appointment was for Sunday in all day nobody came. Requested a copy of recording of call when appointment was made, cant do over phone have to write to head office with a cheque for £10. probaly cash cheque and not send recording.look out sky here i come.vm waste of time keep well away

     16 Apr 2012, 13:41

110. Tom

     About a year ago Virgin offered a mobile phone deal,I was interested as at the time as I was using a top-up mobile, I thought it would be a good idea until I was put through to the Virgin mobile call centre in either India/Pakistan firstly I had to repeat myself again & again ( in all the call lasted a total of 1hr 10 minuts)during the conversation I was asked to give my bank account details 4 times ! it was obvious at the time that they seemed to be having problems and I was reaching for the razor blades (to slash my wrists) I thought enough is enough and I told them to cancel my order. However the next day when trying to make a purchase with my bank card I discovered my bank account had been blocked’ when I contacted my bank I was told my account had been blocked due to suspicious activity ( I learnt Virgin had attempted to deposit 1p then withdrew 1p 5 times ) then when I received my bill I discovered that I was now being charged for the call , when I rang to complain I was told the number I had been given was not a freephone number…the problem was Virgin call centre had given me the number in the first place (seeing as I was already a customer I expected to be given the correct freephone Telephone number) although the person whom I spoke to was adament I should pay for the call because I was the one who had dialed the number ’ I asked to speak to the supervisor who agreed in the end to refund the telephone call. Every now and again someone from Virgin will still phone to offer me a free mobile phone !! although I have asked Virgin call centre staff politely on numerous occasions not to contact me again for offers for mobile phones , no-one seems to want to listen I have been in touch in writing to ask to be excluded for all offers for mobile phones I was contacted 4 days ago …....for a free mobile phone !!!!!!!

     17 Apr 2012, 17:03

111. andrew

     I moved out of my previous house with a virgin media tv + broadband installation about 7 months ago, which happened to coincide with the end of the contract, so I cancelled and said we are moving out to a new house with a sky installation.
     About 2 month later I received 2 personally addressed letters with ‘deals’ for new installation packages, one at the old address which was forwarded on to us, and one at the new place. Fair enough, slightly over-zealous marketing but not offensive. So called the customer support line and asked to be taken off mailing lists, and was told that would be done immediately.

     The next month, the same thing happened again so I called up and stated that I had already asked to be removed from mailing lists and was apologetically told that I had only been removed from one (??!!) and that I would be as of right now. Ok, so a little irritating, but maybe an honest mistake.

     The third time this happened I rang up a little irate, and asked to have both addresses removed from every single database they have. I was told by the representative that this was impossible! I admit, I got fed up at this point. Did you know that if you ask three times to not be contacted by a company and they still send you personal-addressed advertising letters it’s corporate harassment? Apparently the representative did, and went to a supervisor to have us removed from the system.
     WOW!! how impossible was that?
     I am genuinely waiting in hope for one more addressed marketing letter from VM, because that = court case!!

     remember the magic words people; Corporate Harassment. They really don’t like those two words.
     p.s. I am pretty sure this does not apply to the stupid “dear homeowner” letters that are posted indiscriminately through every postbox.

     24 Apr 2012, 09:17

112. andrew

     oh, and also;
     ask to have your complaint escalated to a manager. You may be able to talk to someone useful immediately, or if not they will call you back!

     24 Apr 2012, 09:20

113. eddy

     virgin media must have the most inept complaints service of any company i have dealt with it really is a shambles and almost as though no one in one dept talks to anyone in another dept. However try this number explain your problem and ask for executive complaints

     01483 750900

     24 Apr 2012, 10:59

114. Dave

     Hi

     Has anyone got the number for the Virgin Media Business complaints department? On going issue for 6 months. Having worked in call centre, I can tell you that all their staff are absolutely flipping useless. Even the managers. Where I worked if a manager dealt with a complaint, they would resolve it asap. VM do not give a crap.

     10 May 2012, 17:00

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