4,684 Customer Reviews over 469 pages
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- Location
- England
- Reviewing
- Virgin Media
- Date
- 2023-09-15
- Comments
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Never buy broadband from virgin media. I was previously with sky which was horrible and overpriced so i switched to the virgin media "264mbps super reliable" package. The only time that I ever got that speed was on the first day I got it installed. Since then i have never gotten that speed, the highest i have gotten since then is 120 mbps - 150 mbps. it sounds okay but it is so inconsistent, most days it will go down from the lowest i have got which is 0.36 mbps to 10 mbps, this isn't uncommon to happen like I said it happens most days multiple times per day. I put the customer service at 1 star because i have tried calling virgin media about the broadband issue, they told me it was an issue in my area and it will be fixed in a few days, it's been over a month now and it is still the same. The person on the phone put us on hold probably 7 or 8 times and on the last time they did, they left it for about 5 minutes and the next thing i know i hear the hang up noise. Yes a person supposed to help me lied and hung up. Not recommended, don't buy virgin media broadband.
- Location
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- Location
- hone
- Reviewing
- Virgin Media
- Date
- 2023-09-13
- Comments
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oh my god
oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself..
so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE,
one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help.
YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind
Date of experience: September 12, 2023
- Location
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- Location
- stoke on trent
- Reviewing
- Virgin Media
- Date
- 2023-09-11
- Comments
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With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
- Location
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- Location
- Belfast N.I.
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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I was happy with Virgin until I had to cancel. Seems to be par for the course. Customer service deserves -5*. Emails, phone, WhatsApp, chat or whatever it's nearly impossible to contact them. Then when I did they apologised and cancelled everything. Supposedly. Now 6 months later my bill has accumulated and is with Advantis. I told them that I hope they have more joy contacting Virgin. Please, in the name of all that is holy,AVOID!!!!
- Location
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- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time.
They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start...
I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day.
A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property.
I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee.
All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie).
I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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What a terrible company - I can see several negative reviews here but the company doesn't really seem to care - regulator needs to get involved at some point as consumers are been taken for a ride. I have been with Virgin media for few years - the company almost doubled on monthly payment recently. I have been trying to reach the company for almost 2 days but after almost an hour hold and "passing game" the call just gets disconnected. They will make you go through hell to disconnect. Terrible terrible experience!!!
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2023-09-04
- Comments
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Highly unrecommended, I have been a long time customer and all I get is constant price increases. This company offers nothing for the existing customers apart from that. Will be leaving them when my contract expires later this year.
- Location
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- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2023-09-03
- Comments
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NEVER GO NEAR THEM Still stealing from my family 3 1/2 months after cancelling. Who cares what speed it was? I got a cheaper faster deal and Virgin refuses to terminate my month to month arrangement. DISGUSTING THIEVES. See ‘RIP Off Britain’ before you make my mistake, thinking they wouldn’t spend millions advertising, if they were going to *** on customers. THEY DO.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-09-01
- Comments
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I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.
- Location
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- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2023-09-01
- Comments
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Awful service.
Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.
I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
- Location
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