Virgin Media TV - V+

Virgin are a shambles!

Virgin are a shambles. They consistently deliberately get our billing wrong. No one appears to understand their own billing either. You can never talk to a manager - They'll have to call you back. Presumably so that you'll know you'll be un-prepared. But don't worry, they'll not bother anyway. I received 1 call back from a manager out of 5 expected manager call backs within the last 5 months. Then he rang later than the time slot allocated & you can't make or take any calls when you are waiting for theirs. After 10 minutes of him sounding utterly bored, he told me he was finished for the day. They have refunded me some money but not all of it. They wanted to credit it to my account but it would take more than 7 months to use it. However, they are putting their prices up in November by another £4 a month so I will probably be leaving them. They finally, and reluctantly (because they don't do it - their words) agreed to send out a cheque. They couldn't just transfer into the account they took it from because they do not have a process to do this. They then informed me that I should receive that within 40, yes 40 days. I'm still waiting for a manager to ring back since 8 AM yesterday morning. I have been on the phone & on hold for over 5 1/4 hours within the last week. one day was just under 3 hours alone. They also say that you do not get any level of compensation for your time spent chasing them. They are getting paid so should be chasing the customer. This is just tactics to make you avoid ringing them. The install wasn't great either. They did it over 2 dates with 11 days inbetween. They did this badly, & left a short cable running across my garden as a trip hazard, & exposed wires hanging out of my wall. It is no wonder we've had interuptions with our service. This was back in May. They just came back to sort it in September 22nd. They should be ashamed, but they are not. They do not care. Shambles is about as polite as I can be. Avoid them. There TV packages are not as good as Sky either. When I was with Sky I had any problems solved quickly. Sky are slightly more expensive, but I always ended up paying what had been agreed, unlike with Virgin Media. Your money is important to them, but you as a customer are not treated as such. I will be cancelling.

A "customer service" operator verbally abused my 77 year old mother and refused her legal right to cancel within the cooling off period.

So i contacted Virgin Media and got the contract cancelled.

Due to the verbal abuse my mother endured from the operator and the refusal of her legal rights, i wrote a letter to the complaints department, then waited... and waited... and waited some more! THREE WEEKS later i called and was told the complaints department had received the letter and was also told they should've responded within 10 days!

I have called countless times since just to be told by customer services they will make notes on the account, escalating it to get a response, yet the complaints department just ignore everything. It's now been 10 weeks and still nothing! They hide behind the customer service operators and you just cannot talk to them.

I think I've given them fair chance so now the ombudsman will be contacted, total disgrace of a company.

My family have been a loyal sky customer for 10 years. A few months ago they moved to Virgin because the deal was cheaper and the broadband speeds were much better.

Whilst the broadband is a step above, the TV package is so far behind Sky it's hard to take.

We have both a Tivo and Virgin Samsung box. The Samsung box is by far the most awkward system i've have ever used. Slow, lagging and the set up is a cheap knock off of it's competitors. I also asked it to record one program and a week later, it had recorded it but all it's repeats. This was a 3 hour program so nothing else could be recorded.

The Tivo Box is a little better, but very clumsy and fiddly. Whilst there is great choice on demand, the practicality of getting to is a real mission. The planner is also messy - recordings are dotted about and not easy to view. Again, it's slow compared to Sky and freezes often.

I have Sky myself and after trying Virgin, I wouldn't dream of changing. Granted it's a little more money each month, but it's so simple to use, i've never had an issue. Virgin Broadband? Yes, Virgin Media? Avoid like the plague.

I placed an order with virgin for their full kahuna, tv, broadband and telephone line. I had to cancel my existing contract with BT (they will disconnect t'row 16-04-2015). I have three teen aged kids sitting GCSE and A level exams, my wife and myself doing HND Business and need to submit our assignment in couple of days. Virgin were supposed to intall their service today 15-04-2015, an engineer showed up this morning and said someone else was supposed to have come and provide a live wire in the socket. He further said that he will come back later on today and fix everything. No one from Virgin bothered to give me a courtesy call to let me know what is happening. I called twice, first time around 2 pm, was told someone will turn up by this evening and installation will gonahead. Second time I called @9:20, pm, no one knows what is going on. At this rate I will have no choice but to go back to BT, terrible customer service, terrible service, NOT a reliable or good company! Will NEVER recommend anyone!

Having been with sky and virgin together over the years, I feel qualified to voice an opinion on both. My first is with sky, never had a real problem with customer service, although with virgin I have had trouble with overseas call centres. Now down to tv service etc, On sky again the only problems were recently with slow on demand progs, which sky blamed my broadband for. This is with virgin, sky had the audacity to tell me virgin were slowing me down and they (sky)suggested I go with them. After telling them I did not believe virgin would commit suicide by doing this, I decided to end my sky deal which was out of contract. I have now uprated my tv on my virgin box from a low package to a big one. Now the trouble starts, ALL my utilities are with virgin, but I still have trouble watching anything on the tivo box on bbc i player.. this according to their forum is an ongoing problem which has been going for over 12 mths.. 12MONTHS!! How much do we customers have to take??? ALL I WANT IS GOOD TV, BROADBAND AND PHONE AT REASONABLE COST AND WORKING AND FIT FOR PURPOSE.

All services are fantastic unlike sky with there poor broadband and on demand services

I have contacted the top three companies for a new TV & Broadband deal, Virgin are miles behind the other two, I like using the chat agent pages, easy to copy and make notes about the packages.

Today I asked the agent which English Premier league games ESPN show if any?,

He responded by telling me that if I wanted the EPL I should pay for the Sky Sports package(this is £40 a month extra) I told him I did not want this option I just wanted to know if ESPN broadcast's EPL as there is mention on their website but its down on your package as one of the two main sport channels available in the deal, the other channel being BT SPORTS,

He then told me - You will get all the EPL games with the Sky Sports Collection.However, you will get some of them on ESPN.

I asked how many, He responded with 38 games, I said are you sure you are not talking about BTsport? he said no, then he sent me a link which included a list of games on BTsport, I asked if it was his first day and he sent me a generic apology, I then asked again how many live games if any would be showed on ESPN, he failed to respond, I got another generic apology and then his manager came onto the screen,he/her failed to answer the same question and responded with boredom in her/his reply, I said I am been told by them that Espn & BTSport are both showing 38 live Premier league games, have asked him several times he is adamant that this is the case, meaning those two channels are offering 76 games, this is a form of mis-selling, they were not interested but sent me the same generic apology that they had sent twice at the start of the call, I asked to speak to the complaints department and they told me I would have to write a letter as they don't allow emails, maybe years ago you could get away with this but in 2014 Virgin are blantantly avoiding people's complaints because they know most people do not use the postal service to complain unless it is something serious.This all happened a moment before I was about to agree to a contract that pays them £1500 of two years, I dumbfounded by the low level service and knowledge from the Virgin Media reps, I would not recommend getting involved with them.

they are fine until you leave. moved to a house where virgin was not available. I rang and cancelled my agreement with them and specifically asked what my final bill was and paid that amount. 2 months later they are chasing me for another final bill and no one seems to be able to listen to the call I made to the customer services which tells me my final bill amount. all iv had is rude incompetent staff ring me for something don't owe. do not touch this company

I will keep this quite brief as there are really only a couple of issues I have with virgin media and the first one and the most important one for me has to be loyalty.

I have been with the service since the days of NTL and have been a loyal customer I think now for about 14 years, so it was quite upsetting to hear for the last 6 years I have been paying £56 per month for Virgin + downstairs and normal virgin upstairs only to find a friend of mine has joined with everything I have plus the new Tivo service and yet he is paying over £15 a month less ! - Surely in this day and age it is important to keep your current customers happy as well as trying to find new ones... I felt totally ripped off so made a phone call which resulted in them reducing the price.. obviously something they could have informed me about, - a bit crafty I think.

Anyway the second thing is actually the new Tivo service... its awful.

firstly it hasnt worked properly since install and upon calling the same day it was installed (monday the 5th of Aug) I was told the earlier appointment would be Friday.. this is hours after it being installed, live TV not working apart from about two channels, can only get catchup.

The second thing is the actual user interface.. how awful. its messy, complicated and slow I actually much prefer the previous standard box interface!

Well that's my rant over, and I guess I didn't keep it short after all.

My advice though, if you get tivo installed dont let the engineer fob you off that the live channels take time to download... they do but make sure he waits because if it doesnt work you will be without tv probably for the best part of a week.

Rant definitely over!

Had to move a house. Sutton to Milton Keynes.

Called Virgin to transfer my services. They told me that I can not have my fiberoptic internet connection as it is not awailable in MK and also can not have my phone package!

2 services i had from them and I couldnt have a single one of them!

Was made to pay a cancellation fee of almost £200!

In desperatin I made a deal with Virgin to get the new tennant in Sutton to sign up with them and that they will wave off the cancellation fee.....tennant did sign up and I had to pay ANYWAY!

Shocking and very upsetting!