Forum Discussion

xena2sweet's avatar
xena2sweet
Joining in
8 days ago

Virgin Media has failed me as a customer, and I’ve had enough!

After weeks of delays, broken promises, and terrible customer service, I am still waiting for:

 £497.11 in compensation under Virgin Media’s Automatic Compensation Scheme, which they refuse to confirm.


 A goodwill speed upgrade (1130 Mbps / Gig1) for the massive inconvenience I’ve suffered—ignored.


 A proper response to my complaint, despite spending over 90 minutes on hold and being disconnected.


 Installation issues—their engineer left the outside box exposed, requiring additional repairs.

Virgin Media forced me to call THEM, only to put me through to a team that doesn’t even have access to my emails—how can you handle complaints properly when your own staff can’t see customer correspondence?

Enough is enough. If I don’t get a response within 24 hours, I will escalate this to Ofcom, the Communications Ombudsman, and legal action if necessary. I am also prepared to take this issue to media outlets and consumer watchdogs.

Virgin Media—Do Better. Stop wasting customers’ time.
Anyone else had similar issues? Drop your experiences below.

  • GuildfordUser's avatar
    GuildfordUser
    On our wavelength
    8 days ago

    Worst customer service in the country, not an opinion, a survey from Which.

    I’ve posted an experience previously, I’m currently on hold (30 mins so far and silent… I’m not even sure I’m in a queue). Virgin media complaints think £250 will cover 3 years of complaining about the same problem of intermittent service. They’ve tried to tell me that in fact I’ve been complaint for approximately a year, despite 4 engineers dating back 3 years all pointing to the cabinet in the road and making reports and requests to fix the problem.  £250 doesn’t even cover the time I’ve wasted on phone calls, let alone the bills I’ve paid whilst my land line was at times unusable due to jittering, tv channels dropping due to poor signal and broadband speeds dropping to unacceptable standards.

    Last Friday I asked that the complaints manager, I’d been talking with, to email me with their offer so I could consider my next move, be it accept the offer or seek legal advice. Instead I’ve been sent a request for ID so I can receive data (I assume a transcript of a conversation) and another email saying, we are very happy to be able to resolve things for you… the complaint is far from resolved.

    Virgin Media show nothing but contempt for long standing customers. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    8 days ago

    Hi xena2sweet 

    Welcome to the Community Forums. 

    So sorry to hear of your ongoing issues with your installation that haven't been resolved. 

    Automatic compensation for delayed installs is calculated once the installation has been fully completed, with services working. If the system has advised that the delay was not eligible, then we can submit a manual review to investigate further. Automatic compensation covers all elements of the installation delay, including the inconvenience this may have caused. We cannot offer speed/package upgrades as a resolution to complaints. We can check on our side to see if your complaint is assigned to the correct team and what has been noted. 

    Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down.