The fastest way, is to put a complain thru the email, thru their website. This way they cannot say they did not receive it within the time allocated. Do it immediately, copy what you email to them and save it some where. Note the time and date.

If you send letter by posts, they will say they never received it, it happened to me before, even I had idiot called me to try to sort things out, but she did not, and afterwards they said they never receive my complaint.

The phone charges is atrocious, whereas all phone charges are falling everywhere, their go up every year.


If you managed to get a reply, by phone, do not accept anything. Say you want the confirmation via email immediately, take their name and direct line, say otherwise you will consider the matter no resolved. They need to input on the system, because when you will want to cancel you get one of those dumb woman in the call centre, being lippy to you, then you tell look thru the system, there's a note.


Email ASAP


One thing, you can say , the cooling off period starts when you receive the contract, not when you start the service. You can say you never receive the contract, hence the cooling off period has not started, so you are within your rights to cancel.DO NOT DO THAT ON THE PHONE, THESE DUMB WOMEN, DO NOT UNDERSTAND COOLING OFF PERIOD. YOU NEED TO PUT IN THE EMAIL (COMPLAINT THRU THEIR WEBSITE).

I have just joined with virgin media, had the service for just over 3 weeks, and my current balance is £194, and that was after i paid £34 for a first bill that i shouldnt of got til my 2 months free had expired.. They cut my services off after 3 weeks and demanded a £34 payment to be paid!! i also recommended a friend who is angry with me cause the same thing has happened to her! I left sky for these people, now i wish i hadnt! Ive just missed the 28 day cancellation time barrier, even though i have verbally taken the contract out can i still cancel without a written or signed contract??

I recommend anyone reading my post and are just about to sign up to virgin DONT!

worst teclo companies around. while telephone been going down every tyear, , guess what VM is hiking the price every year. The majority customer services team do not have manners, and utterly incompetent, no offence but 90% of those women do not deserve a job, all they care is a salary and the looks of their hairs. They should be working in factory line instead. They will habg the phone on you.

Beware, if you do amend some of your services, they renew your contract immediately, although I was told it would be renewed. I was fuming when I found they renew my contract for another 12 months. This is the 2nd time they did that, the fist time, I let it go, as I did not want to pay BT £129 for reconnection of my phone lines. I have 3 services with VM, and a premium customer.

This I emailed them, and wrote to them, was very abusive, as the F*ckwit woman did not believe that I said no new contract, and she hung the phone on me.

Anyway, they found I was worng advised, and agreed that I did not want to be on a contratc, maybe they reviewed the recorded conversation.

Now, I have a got a BT line with all my tv, and tel swirch to a different supplier, no more VM for Broadbad, telephone, and digital TV. In one year they were getting in excess of £800 from me, No more now. Hope they go bankrupt, and those retards lose their jobs, they do not appreciate who at the end is paying their salaries. I have need with thme for 6 years, now how much they revenue they got from me, and did not appreciate my custom? VM can go to hell, they are loads of other telco companies, cheaper, and more trainded staff. e.g sky . I cannot believe as they are losing customer, they decided to increases the charges for rental, calls etc. this is the wrong approach. People are leaving because they are not competitive, and the appauling customer service. Now the exodus will accelerate

Last year, I changed my telephone, guess what after an hour the phone started ringing every 10 minutes. They by mistake transfer a record company live telephone number to me, and I was getting record company all calls . For 2 days, the record company did not have their lines, and me I got a bankging headaches with all those phone calls.

I am totally at my wits end with Virgin ................ my problems started from installation where they drilled huge holes into my walls and wanted to run the cables inside of the house rather than the outside. Since then I have had problem after problem with my TV service, I must admit no problems with my broadband or phone though. The time I have spent though trying to recitfy niggly problems is almost unbelievable. I am not racist in an way shape or form but the standard of English some of the customer services people have is appalling........ and then I have experienced customer services putting the phone down because they cannot understand me. It is pretty obvious they are reading from scripts and will not defer from this to use their common sense. I have had the following problems, my volume didn't work on my box, was told it didn't matter just use your TV remote if you want to turn the volume down this was after 3 1/2 hours of phone calls and a foreign customer service person trying to tell me to push a button that wasn't even on the remote I had, she then refused to put me through to any one in charge telling me there was nobody but her there ! ! I've not been able to change channels due to the timer sticking on the screen, then was told to just keep turning the box off at the wall and then turn it back on again and when I said I didn't think this was acceptable to have to do 3 -4 times a day the lady asked me what I expected her to do about it........... ! ! I have had several problems with the equipment and my experience is always the same............ a minimum of an hour to 2 hours to eventually get someone to understand what you are talking about and then just them making excuses as to why it is your fault, and the most annoying is that it is almost like a comedy scene I have then had several foreign gentleman repeating time after time 'I am very very sorry Madam for this and I apologise' I don't want your apologies I just want my service working properly ! !

i honestly wish mr b would wake up and simply call his own customer services with a fake complaint just to find out first hand just how disgusting they are , besides sounding like a fonejacker sketch everytime i phone they have to be the most ill mannered bunch of clowns i have ever spoke to.

and suprise suprise when i threatend to take action against them i was called by an english lady who was as butch as a loan sharks debt collector.

about that bar on the line, bt charge £150 to have that lifted, so i ran sky they offered to pay £125 to fix my line after a previous tenant had screwed our landline . no need to get any mac codes witch was handy sky handled everything

im now with sky and i have to say ive never dealt with such a helpfull lot before in my life, the service is amazing i always get a friendly voice 90% of the time its the scottish call center along the road from me at ibrox(glasgow) always full of happy sounding people they must pay well lol

i was happy with virgin till they killed my phone and internet without warning or reason. they ignore when when i ask for either repair or MAC code. i did pay the direct debit for this moth 2 weeks into the month they cut the service off but made the phone unusable into the bargain by putting an all outgoing calls barred thing on it. i wonder if my only option is to switch to bt line rental even tho its dear they would be able to sort it if virgin wont.

Threatening to leave didn't work too well when I tried it. When I asked the phone operator 'why don't I go with a company who can give an installation date within 2 months?' she responded by saying 'well why don't you then?'. This was after weeks of waiting for them to install it!

Thanks for all of the feedback about the site. I appreciate all of the positive message people have been sending through and the comments which have been left. It's nice to know I'm not the only person screwed over by VM.

Hi. I found it better contacting Customer Support via email using their link under Customer Services.

If you threaten to leave I'm sure your problems will be solved quickly.

Good luck

Hi Just joined

have been with Virgin media since day one (ex NTL) the service is getting worse by the day. 20mb speed down to 2.7mb so I sort help. Very unpleasant experience from someone presumably in India who claimed to be customer service (joke) who ended up telling me that I must not use a router as that was forbidden, oh dear what a silly. Only two connections, one of which wasnt live "but its absolutely forbidden" and if I want her help must disconnect now. So I will - permanently.

Regards to all

Sadbuttrue.

Just a quick update to say that after making a complaint to Customer Services, I did get the £50 credit for the Intro by a friend promotion. It was hard work but got it in the end.

Well I have also been with this company since it was NTL. To be honest the service has improved tremendously since the take over.Granted that if you have a complaint, you do need to go right to the top straight away, but that is the same with most service providers.

In there favour, at least you do not pay to report a fault or change anything, unlike some who charge premium rates just to get the internet working etc.

The only problem I had was being charged for some one elses PPV. So i would say just watch your bills if you do order films and make sure it was you and not another house hold using a cloned card,it happened to me for 18months. But it was sorted out and yes I got compensation.

We have now finally got our services installed. It took about 4 hours of phone calls to Virgin Technical Support to get it working once the line was connected, but they blamed the engineer who installed it. Our first bill arrived and we were overcharged by £20. After phoning up to complain, we were told that somebody would phone us back. Naturally, they didn't. Customer Support need to be taught some manners!

Hi. My experiences seem to be in-line with others. Three months ago I signed up for the VIP package. I made several enquiries on their site which led to an uninvited salesman at the door. To cut a long story short I arranged for him to visit again with a contract following numerous questions by me. I was basically promised I could have whatever I wanted, as many tv and phone points as I wished plus an Anywhere package to suit me. These, plus the promise of £50 credit for the introduction by a friend made me sign. However none of the aforementioned materialised. I was misled by the salesman. To be fair I was told that I could have the tv points if I paid £75 which would be recredited. As I didn't trust Virgin I didn't take up the offer. After waiting for my second bill I enquired about my credit of £50. I was told that the friends account number was required. I had already given over name and address and telephone number when signing up. However the next day I rang with the detail. The third bill arrived and no £50 credit so I rang and was told I wouldn't get it as the "correct procedure had not been followed". I did everything I had been asked to do. The salesman sold me the story to encourage me to sign. Apparently the correct procedure is to get the friend to call Virgin and make the introduction. I am not giving up on this and have given Virgin 5 days to respond before taking the matter further. All in all I have found the whole affair very stressful from the moment i signed up. Delays with installation dates, installers turning up and saying the job was too big for one man. Lies about what I would get etc. As I was a Sky customer Virgin wanted to do all they could to get me to transfer over. Having said all that, apart from 4 days without a phone recently due to local area problems and the missing £50 the actual package is good. Could do with some more HD channels though.

We've had our installation date pushed back AGAIN, so we still don't have any services! When I phoned up to ask why when we'd be promised an installation date 2 weeks ago, customer service couldn't have been much more useless. If it wasn't for the fact that it will take at least 2-3 weeks to go with somebody, I'd have told Virgin Media to get lost a long time ago. I think they rely on customers not being bothered to contact Trading Standards. I've heard so many horror stories I'm suprised they are allowed to keep trading. I guess it's expected from all large companies and it isn't just Virgin Media, but I can't say I've ever come across another company quite so incompetant!

I am defiantly agree that everybody who consider to have some offers with virgin has to think twice. This customer service is the worst I was dealing with. I am working in customer service and if I will be behave like this, my boss will sacked me.

First of all they still didn’t sorted my speed from 2 to 10 mb and it all most 4 months, secondly my modem I think is faulty but they ask me to pay for new one 40£. Moreover when I am calling them they always seeing that my computer is broken, however I am living with 2 more people and according to virgin all computers are bracken.

The worst thing was not that they still didn’t fixed my connection but how they treated me. One guy from technical support department said to me that 'I have to speak propel English' when I said to him that I am not good with technical jargon. This wasn’t end when my flatmate started talking to this guy and our internet still wasn't working. He said that we blocked the lane and he can't help us.

Honestly it was enough I never was treated like that.