4,684 Customer Reviews over 118 pages
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- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2018-06-22
- Comments
-
Virgin Media customer service is actually not the problem, they become robots, as they are individuals who have to read basically from a script. An issue that has a stock response of "our engineers are aware of the problem and working hard to resolve", I mean that means nothing.
Virgin offer a £10 credit and that is appalling.
We have had no TV or broadband for 3 days, an up an down intermittent fault with no end in site, yet they will gladly take my monthly subscription fee.
How many times can they quote, advertise that they are improving the service, spend less on your adverts and more on the network infrastructure that supports your customers.
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-05-15
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-02-03
- Comments
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Have been a Customer of Virgin Media for many years, but for phone and broadband only. Last year they persuaded me to drop Sky and go for their VIP package.
Things were OK until last October and everything went wrong, broadband speed went from 200 mbps to 7 mbps, tv on demand didn't work, TiVo box went into snail mode.
Endless phone calls to people who are really not interested in fixing the problem. Fix dates have ranged from last December to this February and the latest is March. Inept doesn't even start to describe them. Virgin Media should not be allowed to sell services which they cannot deliver.
- Location
-
- Location
- St Albarns
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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Slow speed, getting 8mbps. Very poor customer service. I would never recommend Virgin Media to anyone.
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2015-05-03
- Comments
-
Well I could go on here , its all been said before about VM... but the best thing is that I left VM nearly 18 months and it has taken VM that time to refund me what they owed me from my last bill ... yes I was fair gobsmacked when a bank cheque for £12.46p popped through my door letterbox yesterday, no explanations no sorry no anything .. well at least I got something out of VM how can I company conduct affairs like this . Good luck to all bye bye VM
and good riddance
- Location
-
- Location
- St helens
- Reviewing
- Virgin Media
- Date
- 2019-03-27
- Comments
-
Probably the worst customer service I have ever experienced in my life. If Anybody could offer similar speeds I would leave straight away. Dreadful.
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2022-11-22
- Comments
-
First date was the 9th then 16 then 23 next they phoned from a call centre could understand the lady call not from uk they say now 1 ov December this is atrocious customer service I will be without Internet for two weeks. This is crazy
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2015-04-01
- Comments
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I dumped VM about 18 months ago, with reliabilty issues , many call centre calls to with Mr Ranjit Patel on the Asain sub continent somewhere keeping me hours on end regularly fixing connection issues , finally they said they were coming for their equipment and didn't... after months asked them after the umpth time why ? said it was faulty out of date and dispose of it myself ...I was delighted at cubing the V box with a 10 lb sledge hammer..+ router as well ...
( smaller cube ) they still owe me
£15 from my last bill which you guessed I never received for your best human sanity .. AVOID.
- Location
-
- Location
- St Helens, Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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Connection & broadband speed slow! Less than area and national averages.
- Location
-
- Location
- St Ives, Cambs
- Reviewing
- Virgin Media
- Date
- 2022-02-19
- Comments
-
Absolutely awful customer service and I was previously a BT customer - so that is saying something. Broadband speeds never approached those marketed and Virgin progressively increased prices until they were double the local alternatives. Over-hyped and full of corporate BS (' customer service responses are not immediate, allowing you to get on with your day') Pull the other one Virgin - your service is a disgrace.
- Location
-
- Location
- St zlband
- Reviewing
- Virgin Media
- Date
- 2021-09-05
- Comments
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Consistently dreadful, costly, cheap software, pointless support
- Location
-
- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-09-29
- Comments
-
I've just cancelled Virgin Media after 6 years of loyalty due to 9 months of unresolved faults. Having been sold an upgrade to the 200MB connection, and paying the highest tariff in the UK for the pleasure, the speed averages 1.3MB, has had a top speed of only 20MB, and connection only works occasionally, i.e. there is rarely a connection. Worse, Virgin never checked the connection when I moved in.
They will not fix the problem until end of November, yet gladly have been charging me full price. Shockingly, customer service suggested I check the speed every day and call them every time if was under par. For me, that suggests that, in the staff's experience of the service and customer complaints about speed, they have no trust or confidence in the service.
Customer services told me that checking their customers' actual line speed before they started using it was not good business sense for Virgin Media. They were right - with an incredibly high margin of reportedly around 50%, unheard of elsewhere in retail, it's clear that gouging customers is one of its best ways to make a fast buck.
Now that the brand has totally lost its luster for me, and with so many operators offering unlimited 38MB and above, I have no problem - except sour taste and hassle - leaving the greedy and cynical Virgin Media behind.
- Location
-
- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-04
- Comments
-
DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
- Location
-
- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-04
- Comments
-
DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
- Location
-
- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2018-09-26
- Comments
-
More of a review of their after sales service department than a review of the broadband which, when it works, has generally worked well. The problem lies when it fails, which has become more frequent of late, and the resulting palaver of trying to get it fixed. Every time I ring up with a issue, I end up shouting at someone because they argue or ignore what I'm saying, or fob me off. Recently, they have resorted to lying as regards the whereabouts of a missing technician, who was due between 1 and 6pm, but turned up at 8.20pm when my missus had gone to bed and the kids where doing their homework. Needless to say, the visit was declined. I accrued one and a half hours on hold on the phone after 6pm, just trying to find out where the tech was, without success. If they can't even locate their tech, without upsetting a customer, then how are going to deal with a real fault?
- Location
-
- Location
- ST. helens
- Reviewing
- Virgin Media
- Date
- 2018-01-06
- Comments
-
Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
- Location
-
- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2019-03-22
- Comments
-
Don’t go with virgin their service is rubbish they keep saying it’s not their fault, it takes ages to get them on the phone then they pass you to someone else you have to wait again then they don’t do what you ask so you have to phone again and again they try to charge you for things that you don’t want or have on customer service I would have given a minus but there isn’t one
- Location
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- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2018-03-09
- Comments
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The worst broadband in the uk. Down more time than working. I pay for 50k speed but when I run a check (often) it’s more like 8. Every year they put the price up by over £2 you ring to cancel and they magically reduce the price still higher tho.
- Location
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- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2020-06-19
- Location
-
- Location
- St.Albans
- Reviewing
- Virgin Media
- Date
- 2022-11-17
- Comments
-
C-101122662
I wonder if it is true that VM executive team deliberately engineer an impasse with the complaining customers no matter how valid a complaint, so as to kick the complain towards CISAS and close down complaints quickly meeting internal performance targets?
Be aware of the contractual catches to avoid responsibility for faults reported to them, thus placing you in a 'no resolution' queue that leads nowhere/arbitration, because you are accused of disagreeing with them when discussing a way forward. It's a deliberately designed trap is my opinion. A play on words in the discussion.
I tested my service speed using Ookla over wifi. I have lots of devices on my LAN. But while I had a 200Mb/s service, using this testing process (not wired to the hub), I always saw 200 or slightly more for many years, so imho it's accurate! Then after a requested hub reboot because of a VM network upgrade I started to see drastically less speed intermittently, and full speed or slightly more 80%-90% of the time, (smells like my test is reasonably accurate you would think). How, if WiFi is used it can cause Ookla to only show 10-20 Mb/s in error for their claimed 250Mb/s amazes me. I get the WiFi being naturally flakey connection in design, but with my previous testing success on mine, it was fine. But that's the contractual wording trap and now you are doomed!. VM want you to fall for the customer LAN devices, third party devices and wifi can cause that much of an error when it tested. If they had said a drop of 10-20 Mb/s on WiFi I might have agreed, not 230! Like I am a liar! Its a contractual, and unreasonable in this case, exit door of avoidance. oh come on! It's nonsense VM. Seems like a get out of jail free excuse when I am not even trying to be contractual with you, just wanting fairness! Plus my appointment with your engineer was scheduled between 8-12. He got to my house at 17:45 as logged on my CCTV. I was told by your support team earlier that day that all local engineers were fixing a serious network issue that might explain my speed problem ( their words), hence the engineers latenesses! Go listen to your telephone recordings to hear it VM. The engineer when he arrived had trouble getting the new hub to work, it was showing the white led band display on hub4, but we were unable to log into the hub. The engineer, could only see 150Mb/s with no third party equipment connected. The engineers words not mine, and he was using your engineering tools to measure the speed! Slow confirmed by VM and supposedly reported back to his manager? Was it, I bet not? He left before the hub was fully working much to my surprise and it took me a further 2 reboots of the hub to get it working properly and get my LAN up and running as it was before he arrived. This WiFi/too many devices/third party kit nonsense that never affected Ookla measurements on the old 200Mb/s service seems to me to be a sidestepping excuse when I never wanted anything but a stable service, I was not trying to pin you down or be difficult, I just couldn't get you to see the point that it's a reasonably accurate test even if only in my case, and it can't be scuppered by WiFi to the tune of a missing 230Mb/s. The CEO lady dealing mentioning Ofcom and arbitration, which seems pointless and confrontational because she couldn't see my very valid point. I'm not trying to cause you contractual issues, I just want the promised speed and reliably without BS. Fyi, a day after the hub change, the speed measured with my supposed flawed process is easily 250, sometimes 280, so is that black magic now? I just hope it stays that way as the CEO lady didn't seem to take into account it was intermittent.
Also, sending me an 'out of contract' email on the same day as this fiasco seems contentious don't you think? Are you telling me to go away?
I was told by the CEO lady that VM know exactly what speeds people have been getting up to their hub historically (not WiFi speed). If that is the case, why do customers ever have to complain to get an engineer out to fix it? Why are you not proactively fixing these speed problems before the customer notices as some faults affect large numbers of customers, not just single customers. If you have that ability, what is the motive behind keeping it under your hat as it doesn't seem very customer focused? Or was the CEO lady stringing me a line to fob me off validating her position, as I did have issues and I am not a liar.
Date of experience: 14 November 2022
- Location
-
- Location
- stafford
- Reviewing
- Virgin Media
- Date
- 2015-11-07
- Comments
-
went from sky to the 200mb virgin. on 3rd nov, the max speed im getting is 49mb. SHOCKING. tried to call them up and tell them to take it back but the customer service awful. so far its crap
- Location
-
- Location
- stafford
- Reviewing
- Virgin Media
- Date
- 2017-09-25
- Comments
-
Had the 74mb package and when it worked it was great. unfortunately the service has been very intermittent for the whole 2 years. I personally feel customer service, lacked "customer service" and I did not at any point feel valued. No compensation for wasted calls or lack of service (even with the many phone calls & call outs) not even out of courtesy, as for giving notice to leave, it was like being harassed! never again will I return.
- Location
-
- Location
- STAFFORD
- Reviewing
- Virgin Media
- Date
- 2018-03-12
- Comments
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I gave 30 days notice to cancel my broadband service. For the last 8 days I have been bombarded with calls from their 0800 number. I eventually blocked the number but doesn't stop these calls going to my answer machine.
Today I have had enough and contact customer service dept who said that if they put me down as "deceased". then the calls would stop.
Shocking
- Location
-
- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2018-07-14
- Location
-
- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
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Broadband speed below expected, considering monthly charge.
- Location
-
- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
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Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
- Location
-
- Location
- Staffordshire
- Reviewing
- Virgin Media
- Date
- 2012-11-26
- Comments
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By far the worst broadband service I have ever used... when its works that is. It's nothing but constant lag (gaming), constant buffering, Hub is ALWAYS dropping out and is off for up to periods of an hour long. The worst part is I have been repeatedly lied to by the customer service staff. This is by far the worst choice of broadband provider I have ever made and I wouldn't recommend this joke of a company to anyone!
- Location
-
- Location
- Staffordshire
- Reviewing
- Virgin Media
- Date
- 2022-09-03
- Comments
-
Terrible customer service, terrible internet connection and they are deceiving the customers with the free gifts, what you are never receiving.
Today I have contacted customer service and he told me, it is my fault not receiving the free gift, because I am calling them everyday and they have to raise the issue to the team everyday, and that is why the complaint not going anywhere.
The service what they are providing the lowest so far from all.
- Location
-
- Location
- staffordshire
- Reviewing
- Virgin Media
- Date
- 2014-04-22
- Comments
-
I only have TV package and now on numerous occasions have tried to contact virgin media to get channels removed. I have had to wait over 5 minutes to get through to the right person after pressing the various numbers only to be told they are experiencing technical errors so therefore waste of my time problem still not solved. Had issues with internet dongle also, going move to sky asap.
- Location
-
- Location
- Staffordshire
- Reviewing
- Virgin Media
- Date
- 2017-01-29
- Comments
-
Totally useless company to deal with!
Good WHEN it works!
Problem with Internet hanging, numerous calls, saying yes there WAS a fault to be told next time no fault resulted in them sending out an engineer who said problem was with OUR hub, fitted new hub inspire of saying rpthere areas leader 19 others in our village with same problem - he was adamant he had checked that morning and there was no fault in our are All! New hub would take 3 hours to activate so he left, then found out we had not phone connection!
Phoned and engineer returned, corrected phone, which was due to a wire he had disconnected, new hub was still hanging to which he replied, there IS a fault in your area!! Two weeks have now passed and still the same comment is "over utilisation" My reaction - " if my neighbour turns there lights on should I expect our lights to dim? So hopefully if enough people leave Virgin ours may be better!!"
- Location
-
- Location
- Staffs
- Reviewing
- Virgin Media
- Date
- 2024-03-29
- Comments
-
I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
- Location
-
- Location
- Staffs
- Reviewing
- Virgin Media
- Date
- 2016-08-11
- Comments
-
Even worse than Sky!
The broadband speed was fine but I decided the leave as BT offered a much better deal (Virgin were not interested in trying to compete).
After cancelling within the correct time period and giving the correct notice the nightmare started.
I recieved another bill the month after the contract ended. So I called and was told thsi was a mistake. Fair enough.
Until the next month I recieved another bill which was doubled because I hadn't paid.
I tried to contact them via the chat system but was met with 'broken' English and being patronised. ( I think this is a ploy so you don't use the chat).
3 Months later I have more charges including a "termination" fee as I hadn't paid.
Everytime I called them I was assured the account would be credited and closed.
Now today I have what they call a final letter before court proceedings.
Which is fine by me, my wife is a lawyer. :)
I would avoid them at all costs.
- Location
-
- Location
- Staines
- Reviewing
- Virgin Media
- Date
- 2021-12-07
- Comments
-
Terrible customer support but i am happy with the broadband speed.
- Location
-
- Location
- Staines
- Reviewing
- Virgin Media
- Date
- 2017-01-30
- Comments
-
With my friend I heard the service is really pathetic , but in an unfortunate event I became Victim. The Broadband is not working since 5th Dec and so far nothing has been done from Virgin Media. Every time you call customer , people just pass on the Call to some random guys who just provide a false hope. Never expected this from Mr Richard Branson.
- Location
-
- Location
- stairfoot
- Reviewing
- Virgin Media
- Date
- 2017-05-08
- Comments
-
it is now almoust 3 weeks from when i started to have problem with my broadband ,i have called customer service from the first day when i had no internet, and they told me that is nothing that they can do and that the problem will persist till 2th of May, now we are in 8th of may and still no broadband.daily i had 5,6 hours of broadband at the middle of the day.last friday(5th of may) i called them again , they managed to start my broadband wich have worked well til now monday(8 of april) and today at 16 00 again no broadband, i am a profesional poker player, that means i use the broadband to make money from home, in the lat 3 weeks i was disconected from my game several times, i couldn t log back in till the next morrning , every time, i lost loads of money because of that ,and i can prove that.
- Location
-
- Location
- Standlake
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
-
I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
- Location
-
- Location
- Standlake, Oxfordshire.
- Reviewing
- Virgin Media
- Date
- 2015-05-03
- Comments
-
I have been a Virgin customer for years now, and up until recently, I have been satisfied with my broadband service. That was until our area changed over to Talk Talk. Now, depending on the time of day, it is barely worth turning the computer on, other than for basic tasks. I object to paying for a service which doesn't work. Virgin Customer Service seems to be sympathetic but there has been no improvement. I have to say that they have been very helpful and I am impressed that there is always someone on the end of a phone to speak but I am sorry to say that I have decided to go elsewhere. Talk Talk is a big mistake and obviously useless.
- Location
-
- Location
- Stanley, Co Durham
- Reviewing
- Virgin Media
- Date
- 2024-03-24
- Comments
-
I agreed in January to start in April but they wanted to start service in February and had an installation date of 24th Feb. So I cancelled immediately wrote to webservices, and rang customer services it was acknowldeged and so they did not turn up on the 24th Feb. I thought that was the end of it, but I was on holiday in March and webcam picked up workmen installng Virgin box to my property on the 12th March, without my knowledge or agreement atall. Infact I rang the police as I did not know it was Virgin at first. They confirmed on the phone that I had cancelled, and I wrote a formal letter of complaint as the Police stated it was trespass and 'criminal damage' to my property as they had drilled in to my brickwork. I have never redeived the Hub pack, router or anything else so no service, but today O2 rang me saying they wanted to give me a SIM to start my broadband service with Virgin and he insisted I was with them now. I told him that no permission had been given no notification at all to install equipment on my property was given to me and that I considered this to be ongoing aerial trespass and was seeking damages now. I asked him to feed that back. They are impossible to contact, leave you ages on the phone and pass you to other departments where you get cut off. Absolutely terrible I shall never recommend this company now.
- Location
-
- Location
- Stanmore
- Reviewing
- Virgin Media
- Date
- 2018-05-12
- Location
-
- Location
- Stanmore
- Reviewing
- Virgin Media
- Date
- 2018-07-30
- Comments
-
Went to Virgin for a faster Broad band experience and access to no internet over 3 days in one week is a joke! Wont be renewing thats for sure.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.