Virgin Media Customer Service Points Game: Score Your Frustration
Dealing with Virgin Media’s customer service can be an exasperating experience. To add a touch of humor to the ordeal, we’ve devised a points-based game that lets you score each infuriating encounter. Keep track of your points during your next interaction and see just how “valued” you truly are. How to Play Keep a tally of each occurrence during your interaction with Virgin Media. Add up your points based on the values assigned below. Share your score with fellow sufferers to see who has endured the most. Points Breakdown 5 Points: Being transferred to another department. Hearing the phrase, “We appreciate your patience.” Experiencing hold music for over 5 minutes. Receiving an email or text with incorrect information. 10 Points: Repeating your account details to multiple representatives. Being told, “There’s an issue in your area.” Receiving a bill higher than the agreed-upon amount. Waiting more than 48 hours for a promised callback that never comes. Delays blamed on Virgin Media's own third party contractor (e.g. Avonline) Delays incorrectly blamed on local authority (e.g. not permitted to dig up the road, even though you've seen teams digging). 20 Points: An engineer failing to show up during the scheduled appointment window. Being charged for services you never agreed to or requested. Experiencing a service outage without prior notification. Receiving a disconnection notice despite being up-to-date on payments. 30 Points: Having your complaint closed without resolution. Having your complaint ignored until you go to the OFCOM ombudsman. Being promised a refund or credit that never materializes. Spending over an hour on a single customer service call. Being told contradictory information by different representatives. Being denied compensation which is legally yours. Bonus Points 5000 Points: Successfully navigating the labyrinth and achieving a satisfactory resolution. Receiving an apology that feels genuine and not scripted. Receiving the correct amount of compensation. Share Your Score Tally up your points and share your score with others who’ve braved the Virgin Media customer service maze. Remember, while this game adds a layer of humor, your frustrations are valid. Don’t hesitate to escalate your concerns through the appropriate channels. Disclaimer: This game is for entertainment purposes only. Any resemblance to actual customer service experiences is purely coincidental… or is it?Installation issues
I’ve made my fair share of bad decisions, but none quite as mind-numbingly absurd as trusting Virgin Media to actually deliver broadband. Instead, I stumbled into a bizarre circus of incompetence, a twisted realm where false promises, robotic customer service, and mind-blowing stupidity collide in the most ridiculous way possible. This company is not a broadband provider. It is a scam operation wearing a uniform. The Art of Talking Absolute Rubbish Virgin Media’s entire business model is based on making things up as they go along. Every time they speak, they somehow manage to dig their reputation even deeper into the bottomless pit of shame and failure. “Yes, we can install broadband at your house.” → No, they can’t. “The engineer will be able to fix it.” → No, they won’t. “It will be sorted next week.” → No, it won’t. “We’re escalating this to our specialist team.” → There is no specialist team. “We’ll call you back with an update.” → No, they won’t. Every single word out of their mouth is as reliable as a chocolate teapot. They lie as effortlessly as breathing, and I’m convinced their entire training program consists of learning new and creative ways to waste people’s time. The Installation That Never Happened Let’s talk about the circus of failure that was my so-called “installation.” This would have been hilarious, if it hadn’t been happening to me. They promised it would be an easy setup. → They were wrong. They sent engineers. → They were useless. They sent different engineers. → Still useless. They blamed “external contractors.” → As if I care who’s responsible, just fix it! They sent another team to do the exact same thing that had already failed. They blamed the council. → No, Virgin, the problem is YOU. Then, after months of this ridiculous game of hot potato, they finally admitted: “Oh, actually, the conduit is crushed, so you can’t get broadband from us.” FANTASTIC. After all that, they finally reached the conclusion that their own engineers had known from the very start. We had also told them in week one that there was an issue with the conduit in our road - as their own engineers had told us this in person! But Virgin media would not believe it - both us and their own engineers. Virgin Media had zero intention of solving this problem. Instead, they just let me waste months of my life waiting for a solution that was never going to come. If this level of incompetence was any more extreme, I’d assume I was being pranked by a hidden camera show. Customer Service? More Like Customer Torment Trying to get answers from Virgin Media’s customer support is like trying to have a conversation with a brick wall—except the brick wall is smarter and more helpful. Their phone system is designed to make you give up. Their chat agents are programmed to type random circular nonsense until you leave. Their managers don’t exist. (Or if they do, they’re hiding in a bunker somewhere.) Their entire operation is based on ignoring you until you go away. They should rebrand from “Virgin Media” to “Virgin Excuses”, because that’s the only thing they ever deliver. Virgin Media: The Company That Should Not Exist Virgin Media is not just bad at providing broadband. They are a disgrace to the entire concept of customer service. If you are thinking of signing up with them, don’t. Run. Run far away. Find another provider, even if it means chiseling a satellite dish out of rock with your bare hands—it will be less frustrating and more reliable than anything Virgin Media could ever offer. This company deserves to be studied—not for its technology, but as a case study in how to be astonishingly, laughably, offensively useless at everything. Virgin Media, congratulations. You have wasted my time, tested my patience, and proven beyond all doubt that you are an utter failure of a company. Now kindly get lost and never darken my door again. I will see you in court - because I will get compensated for this tsunami of nonsense.Installation issues
Virgin Media, the company that can’t figure out how to install their own broadband, yet still insists on pretending they can. It started simply: I asked for fiber. Virgin said yes. They gave me an install date. Then the circus began. The Never-Ending Clown Show For months, Virgin’s engineers have arrived, yanked on the conduit like confused cavemen, watched it fall apart, and then run away—only to reschedule and do it all over again. December 23rd: Failure. January 9th: Failure. January 21st: Failure. February 5th: Failure. February 21st: Failure. At this point, it’s not even incompetence. It’s performance art. Blame Everyone but Themselves. Rather than just admitting they’re useless, Virgin Media has mastered the fine art of pointing fingers: “It’s Avonline’s fault!” You hired Avonline, you absolute muppets. That’s like hiring a dodgy builder and then acting shocked when your house collapses. “The council won’t let us access the road!” Funny, since Avonline’s engineers have been out there working on the road. In fact, one of them even said: “Virgin Media on this road? Not a chance. The conduit’s knackered. Not gonna happen.” Then they tried anyway, snapped the fiber, and left the conduit even more broken. Genius. Truly. I hope the person responsible gets a bonus. I would just leave and give up, but they insist they will only send me all of the money they owe me (for multiple missed appointments, and an agreement to cover the difference between my Virgin bill price and the extortiantate out of contract BT price in the meantime) if I stay and wait to be connected - is that even legal? Lies, Lies and more Lies Meanwhile, their customer service team—trained, I assume, by a group of concussed pigeons—kept assuring me that everything was fine. Me: “Can you install fiber at my house?” Virgin: “Absolutely!” Me: “Then why are you literally paying my neighbours to leave because you can’t install fiber?” Virgin: “Uhh… unforeseen circumstances?” And speaking of my neighbours, I find out they were actually PAID TO LEAVE VIRGIN MEDIA because the company knew it couldn’t provide service - due to a broken conduit! Let me repeat that: They gave people money to go away rather than just fixing the damn conduit. Then they continue to sell this knowingy broken service to others on the same road. Even going so far as to send sales reps door-to-door! We have been waiting for installation since November 2024. Other neighbours have been waiting since October 2024. It is now nearly March 2025. Gaslighting 101 And just when you think Virgin can’t sink lower, they send me an email implying I haven’t been in touch. I’ve spent more time chasing these clowns than they’ve spent actually doing their job. At this rate, I could hand-dig a new conduit myself before Virgin Media figures out what’s happening. Final Thoughts Virgin Media, just be honest: Either fix the conduit and install the fiber, or Admit you can’t do it and stop wasting everyone’s time. Stop selling products you cannot provide. Instead, you’re stuck in an infinite loop of lying, blaming, failing, and rescheduling—like some kind of broadband time-wasting machine. Virgin Media: The only thing they connect is excuses.Total loss of service for 8 weeks
Hello community, I feel like this is the last turn to take and I hope someone can help. case reference: C-2509241726 We haven’t had internet since our contract started 8 weeks ago. we have had 4 technicians visit, each one said they can’t help. we’ve spent 165 minutes on the phone to Virgin media help center over 15 different conversations. Countless e-mails backward and forward with the email resolutions team I expect close to 20. In the first days of the issue the problem was promised to be fixed on 18th September. now we are 8 weeks down the line and I am pulling my hair out. No one can give me a real answer of what the next steps are. we work from home and the data on our mobile phones keeps running out and only provides a poor connection. every call or email or WhatsApp with the Virgin media help team we have to start the story new, telling the person the situation and then they basically say oh just wait longer or oh I’ll send a technician, but none of these solutions are working, we have been so so so patient but I honestly don’t know how I can wait any longer. i need to know what is happening and when I will have my internet finally! One excuse we have heard is that the cables under the road / pavement have been cut, but our Neighbour 2 doors down has a Virgin media connection working fine. This topic has consumed my life for far too long with a repulsive customer service, this case has been handled disgracefully by any standards, let alone a reputable company. please someone, look into the case properly and help me find a solution.Netflix issues since moving house customer service useless.
I can't get my netflix account reset to virgin media payments after moving home. Virgin cancelled but have not reset payment method. Have raised a complaint to no avail. I have called told it would be sorted lol that's a joke. Have tried online chat keep getting fobbed off please wait 48hrs I keep getting told. Can anyone help this has been going on since May.Why are Virgin Media useless!!
I honestly give up, the company are completely unfocused on customers. So today is 4th time I have taken a day off work to be in when Virgin come to pick some equipment! and what a shock that no one turns up. Should I waste another 4 hours of my time trying to actually speak to someone? this is becoming a joke now and I am pretty sure that the email and text they sent me constitutes a contract agreement that they will pick up on said day.might speak to CAB about going compensation