4,684 Customer Reviews over 118 pages
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- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
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Stay away if you have any sense.
Appalling service, very unreliable broadband and TV not much better.
Always putting prices up and not very good at being honest.
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2015-11-21
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-11-20
- Comments
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Right virgin used to be good, when they were NTL/C&W, but until they upgraded my equipment and I moved to Manchester all I have to say is poor.
When I do a speed test in the middle of the day I get 160mb wired and 130mb wireless (1st problem crap modem). During peek time 15mb, where does 145mb go. Virgin say they can get an engineer out, but the fault lies with there service. Just moved to BT and all be it, it is just the 38mb service, but I get the same speed wired and wirelessly all over the house all day no drops and consistent pings. Do not join Virgin, paying a lot of money for basic broadband speeds that are free with certain companies.
- Location
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- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2015-11-20
- Comments
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After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-11-20
- Comments
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Really bad connectivity, can't even really watch streaming TV without pauses every 20 seconds.
When calling to try and deal with problems its hard to actually speak to someone who knows anything.
- Location
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- Location
- Kildare, Ireland
- Reviewing
- Virgin Media
- Date
- 2015-11-19
- Comments
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Call Centre staff extremely poor. Took my girlfriend a half hour to arrange a technician. Arranged a date without our knowledge for a day we were not there. We had not confirmed we had wanted one at this stage. Then arranged for another day but didn't turn up. The technician that did arrive was in fairness efficient and friendly. However the most ridiculous part was to come when the bill arrived. We were charged for a techicaain visit for the date we had not asked for twice and on the Nov 5th it seems we were visited by 4 separate technicians at a rate of 60 euro per visit. When we eventually got back on to the utterly useless call centre they seemed to be suggesting we were lying and poorly explained a complicated process to make sure we did not get charged the almost €400! Ya we really did ask for 5 visits within 4 days!!!!!PATHETIC
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2015-11-19
- Comments
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Email constantly breaking down - almost impossible to get anywhere with the company itself. No personal contact worth talking about. Intend to switch as soon as I can.
- Location
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- Location
- cetinkaya
- Reviewing
- Virgin Media
- Date
- 2015-11-19
- Comments
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Worse company ever, I thought it was bt and virgin media was cool as they advertise but not at all
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2015-11-19
- Comments
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Very bad broadband speed with high cost. Liberty Global (owners of Virgin) marketed their lowest speed as "superfast" 50MB service, but I get circa 4.5MB sometimes lower down to 1.2MB! Now in November 2015 they have increased my bill to £29.40 for the same poor service without informing me. So now I have higher costs and lower speeds. Customer service is low standard with poorly trained international staff - a joke. Ever since Liberty Global(USA) have taken over the Virgin network the broadband infrastructure is slowly deteriorating, but their marketing speel increasing. They have a serious customer contention issue, hence the increasing slower broadband speeds.Good news is that with so many unhappy customers wanting to leave I may be the only one left in my street as they are moving to BT or Sky! Complain directly to Liberty Global as Virgin personnel are demoralised and no longer care! Real shame - were a really good company when they were NTL
- Location
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- Location
- West midlands
- Reviewing
- Virgin Media
- Date
- 2015-11-18
- Comments
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Can not rate Virgin enough. I have waiting for 1 month for BT to set my internet up... Been messed around so much, they were rude, useless and didn't seem to care about losing me as a customer when I cancelled my contract. Virgin were so helpful, efficient and got my internet working in 48 hours - can't fault them at all!
- Location
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- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2015-11-17
- Comments
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Paying for 100MB with TV and Phone. TL;DR, unreliable equipment, frequent engineer visits, incorrectly processed original order and nowhere near the promised speeds.
Engineer came out and installed, all seemed fine. Two days later we were getting sub 1MB a lot of the time. Engineer comes out again, new router.
We joined in July, have had 3 engineer visits (not including installation). the superhub was replaced in less than a month from installation, and we still have to reboot the damned thing twice a week. Our old router was about as simple as you could as for - no WPS, didn't support encryption higher than WEP, but if we rebooted it twice in a year it was notable.
When we ordered, we upgraded to the larger TiVo box. Got an order confirmation with the upgrade on it. About a month after the installation, we noticed that it was filling up VERY fast. Took at look, but nowhere on the box or in the settings does it actually tell you the drive size. Called them up, they didn't know how to tell either, so I asked them how much the 1TB version should be able to record and established that mine only had half that capacity. They apparently checked my order and told me that there was no upgrade on it. I had the confirmation email in front of me, but I was wrong. I then had to get another one sent out, send the old one back (so I lost all the stuff I had series linked in the old box) and they were going "well, we'll charge you £50 for the upgrade" and telling me they hadn't billed me the £50 on the original order. I made it very clear to them that if they did charge me both I'd be taking it further.
The real aggravation however is the speed. We changed from talktalk because we were paying for 20 and getting 6-8 (so 30-40% return, probably because of old hardware). Right now I'm paying for 100MB and its rare that it goes over 50MB. I'm pragmatic, I know that 100 doesn't mean 100, but I was expecting ~70MB from them with all the new hardware. I've started a folder that's just screenshots of the speedtests, showing how bad they are. Engineers come out, go "no, its showing me 100MB on this speedtest, I know you've got 15 screenshots from the last 2 weeks where its below 20, but I can't reproduce it so bye".
We only changed this year. Will probably look to change again when the contract expires.
- Location
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- Location
- Cork, Ireland
- Reviewing
- Virgin Media
- Date
- 2015-11-17
- Comments
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Terrible customer service! No accountability, nobody to complain to, complete disrespect for their customers.
My partner and I ordered the €45 per month package and after a very annoying maze of automated answering machines and badly trained call centre employees, eventually got an appointment made to install on Sat 15th Nov.
I cancelled a family commitment to be at home for the appointment, but they never turned up.
After another long call,we were told that they "no longer do installation on Saturdays". We asked why we were given a Saturday appointment, and they were unable to answer.
The installation was rescheduled for the following Tuesday morning. My partner took a half day off work on the Tuesday....
You guessed it... NO SHOW AGAIN!
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Comments
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I am paying £35/month ATM they have already put the price up once and now they want to do it again. I would not ever recommend virgin media to anyone, and looking at other's comment. I am gonna cancel my plan. Is expensive and I didn't get the speed I paid for. Read the fine print and you will see your service depend on where you live, so with the same amount of money you could go and sign up with other company. I HAVE LOST ALL FAITH IN VIRGIN MEDIA.
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Comments
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Never ending issuse with this provider for nearly 24 months. Always promising service will be fine but always the sane issue. When we said we were considering changing providers because of these extremely irritating issues customers services told us to go ahead and change. Worst broadband service I have ever received. I get better speed and reliable connection from my 4g mobile phone. Virgin should be ashamed customer services are pathetic and need to learn the meaning of customer service.
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2015-11-15
- Comments
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Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically ankybody could sign a contract in my name.
I've contacted Citizen Advice since and I'm ready to take a legal action now.
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2015-11-14
- Comments
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Please beware and stay away from Virgin. Very poor service. They will sell you something they're not capable to deliver. I've been paying for 50 meg internet and wasn't even getting 30. Now with BT paying less for 40 meg and clocking 37! There were constant disruptions in supply. I was on the phone to very poor customer service at least once a week. Engineers were suppose to come out but every time Virgin has cancelled the appointment.
I've been with them for three years. Initial contract was for 18 months. When I had to move out of the property and asked Virgin to move services to new address I was told they haven't got the cable there so unless I can talk few neighbours in to virgin media, I will be charge 138 pounds cancellation fee. Then I found out that my ex phoned them few months earlier regarding a jumping package price and was offered 15 quid off. Nothing was mentioned about contract. Basically anybody could sign a contract in my name.
I've contacted Citizen Advice since and I'm ready to take a legal action now.
- Location
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- Location
- N1
- Reviewing
- Virgin Media
- Date
- 2015-11-13
- Comments
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We do have problems with speed all the time. Lately we spent 3 weeks without internet for which we had to spend hours over the phone with customer service to claim back a refund. We never received a notice or bonus for the inconvenience.
- Location
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- Location
- battersea
- Reviewing
- Virgin Media
- Date
- 2015-11-10
- Comments
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A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
- Location
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- Location
- battersea
- Reviewing
- Virgin Media
- Date
- 2015-11-10
- Comments
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A week after changing to Virgin from BT I'm giving Virgin a thumbs down due to slow service or no service.
It's the fastest broadband service at winding you up. I v'e got 18 months of it! So proceed with caution.
- Location
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- Location
- Middlesex
- Reviewing
- Virgin Media
- Date
- 2015-11-10
- Comments
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Can't even watch a video on their wifi, constantly cuts out and sometimes just doesn't even work in general! Very poor!
- Location
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- Location
- lincolnshire
- Reviewing
- Virgin Media
- Date
- 2015-11-08
- Comments
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Been with Virgin since before it was NTL, back then it was diamond cable.i pay for medium package broadband, yet my speedtest just done at 16mbps, virgin advertise UP TO 200mbps ! so why am i not getting a fast enough speed to watch a you tube video without buffering and stuttering? i cannot watch a single Streamable tv episode because it wont load or play for more than 15 seconds before stopping and buffering again.
Want to complain? well they say they will answer your call in 2 minutes, 18 minutes i was listening to track after track ! then got to speak to someone in india who didn't have a clue about what i was complaining about.
Fancy having a communications company who don't have enough staff to answer phones...there's plenty of unemployed people in england...oh yes i forgot virgin moved their call centres to india didn't they, nope got nothing good to say about them as a customer-why stay with them? because according to the internet they are the fastest broadband, i can't believe theres worse out there..Finally why do only "NEW" customers get the half price deals??? what about all the years i've stayed with them...where's my discounts for the poor services they provide ! absolute garbage !
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-11-07
- Comments
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Very bad service, the internet is very slow although I pay for a big bundle that's meant to be fast.
I was trying to leave and they do everything to make it impossible and charge £70 for leaving.
I'd never ever use Virgin broadband again.
- Location
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- Location
- stafford
- Reviewing
- Virgin Media
- Date
- 2015-11-07
- Comments
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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
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- Location
- N19 3PU
- Reviewing
- Virgin Media
- Date
- 2015-11-06
- Comments
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We have a contract of 50 Mb, a very tiny flat, and we don´t get the signal even when we are close to the router. We called customer service lots of times and they do keep on giving excuses and they never give us a solution. Not recommended AT ALL
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2015-11-06
- Comments
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Terrible speed. My package is supposed to provide 'up to' 20Mbps. In reality it varies between 0.8 and 1.4Mbps download speed and 0.7Mbps upload speed. Netflix and web video constantly buffering and poor quality. Absolute rubbish.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-11-06
- Comments
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I writeing this review to show how disappointed I am in the people virgin hire to answer there calls. To start with my first call. My request had not been taken notice of to simply collect my equipment as I no longer wanted to with virgin due to their customers service on previous occasions. When I called back second time. I got someone who could no speak clear English and knew nothing about virgin so I abandoned phone call hopeing to get someone who knew what they was talking about. At last they send a prepaid package for me to send back. They had offered to collect first. Then they had cheek to text me telling me if I didn't send their 4 year old equipment bk I would pay 150 for stuff probably worth a fiver. How come Virgin can pop out more or less straight away to install you but can't send someone for their old equipment destined for a skip I presume . Left virgin and am very happy with sky. Better customer service and people who can speak clear English on phone. Will never use virgin ever again . For anything mobile media or anything. Worst customer service ever !!
- Location
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- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2015-11-05
- Comments
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Went for 152Mbps and getting 7Mbps during peak times. Virgin have informed me it is a fault with their equipment and will take approximately 3 months to fix.
They will not allow me to exit my contract early even though I was told minimum speeds would be 140Mbps.
Customer service is non existent, they do not pass on information, call you when they have said they would. It seems that once they have you in, they could not care less!
- Location
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- Location
- Hinckley
- Reviewing
- Virgin Media
- Date
- 2015-11-04
- Comments
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I have heard of bad reports, but all i can say I have been with Virgin and it's predecessor for over ten years (After BT's constant greed and strangle hold of market) and see no reason change. It is more expensive than others, but probably no more than any others after the new customer incentives. I have just been upgraded to "Vivid" at no extra and enjoying 150mbs downloading . result!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-11-03
- Comments
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Utilisation issues for the last 9 months - they simply can't provide the service. Many calls to customer support but no solution provided. Speed during 'peak' time is typically less than 2mb/s when up to 50mb/s is advertised. Often can't even stream music. Time to leave.
- Location
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- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2015-11-03
- Comments
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Don't get Virgin if you think you may move. I moved into an area they did not cover and they hit me with a huge cancellation fee despite the move team saying this would be waived as I had only 3 months left...and they got the equip back in perfect condition. Thier customer service was horrible about it and even asked me to justify why I moved! Felt they just wanted every last drop...sadly for them they will get a few quid but lose out on the £30k or so I will send over the next couple decades and I have a great story to tell when the subject comes up.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-31
- Comments
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Do not use this company - they are a bunch of cowboys. I have had to call every month with an issue and they have now cut my phone line and can't fix it till Tuesday - I spoke to Sean in Teeside who was as helpful as a chocolate teapot!! i have now cancelled my services and they will charge me £250 for the privilege - please stay away from this company!! Sean was also a rude man who just wanted me to leave the company. STAY AWAY
- Location
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- Location
- hazelwood close
- Reviewing
- Virgin Media
- Date
- 2015-10-30
- Comments
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this is my last year with this company, 1,5 mb speed on wekkends we pay for 100mb this company have no customer service, i try to contact, and after 30min on phone i give up no one answer the phone!!!
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-10-30
- Comments
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Virgin cut my TV aerial cable to use the hole in the wall for broadband, leaving me with no TV for over a week. Phoned them 9 times and every time am promised someone will call within 72hrs/3 days/ 48hrs /30 mins to schedule a repair and no-one every does
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-10-29
- Comments
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After three months of intermittent broadband I have tried without success to communicate with Virgin Media. I can type a message on their online facility but there is no SEND button. They don't care.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2015-10-27
- Comments
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Virgin media has proved to me more than once that they are a bunch of liars and the most unprofessional company I've ever dealt with.
When I was going to end my contract, they were helpful and genuinely listened to my problems. After that, the manipulation started again. They tell you about discounts on the phone and then once you renew your contract, all sorts of extra charges appear.
I blame myself for not just ending my contract last year and actually believing their apology. Even the discount they offered as an apology lasted for 6 months, while on the phone they said it's for 12 months. Now, good luck for me finding the recorded phone call.
It is disgusting when big companies like Virgin media treat their customers like idiots. I will definitely leave this miserable provider even if I'll pay double to any other provider.
- Location
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- Location
- Roehampton Lane, Putney
- Reviewing
- Virgin Media
- Date
- 2015-10-27
- Comments
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The worst service I ever experience in UK, I immediately canceled their services and went back to BT and SKY.
simply they can not deliver and they do not take care of their client, just promises without any achievement.
I don't recommend them at all.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-10-26
- Comments
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I will say with a pinch of salt, one of the customer service reps I spoke to was EXTREMELY good. But that was one in a million.
I have been with Virgin in two separate areas now, and I can categorically state, they have some of the WORST provisioning I have ever borne witness to. Consistently, when anyone else is online in your area, your bandwidth is throttled to the point where opening this webpage took 2 minutes. When nobody's online? Great, it runs perfectly. At 3AM. Fabulous.
Multiple times when I have spoken to reps, despite me saying that I have rebooted, put the system into modem mode, reset, everything, I am once again taken through the ENTIRE spiel of utter nonsense that they have you do while they wring their hands and hope the problem goes away. Their forum simply spouts ticket numbers out of their face, none of which come up with a resolution, and most recently, I saw someone, in response to somebody complaining about 'poor ping response times and throttled download speed', that 'everything was fine their end'. I hope someone from Virgin reads this. I really do. Your service is shoddy. Your network is apparently made of cheese, because it's certainly not fibre, or optic, or even worthy of being called broadband. An utter disgrace.
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
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Long term customer, on 50mb fibre package. Except average speed in evenings is 3.5mbs. Not much better at weekends.
Its not what I signed up for. Its not acceptable.
Customer services not apologetic. They live in a world of "yes, we know there's a problem in your area, we might get it fixed in 2 months time".
- Location
-
- Location
- Nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
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Had problems from the start with the router repeatedly resetting itself, sometimes as often as every 10 minutes. Called on multiple occasions and they did checks and said it was fine. Only when they did the checks 2 months down the line after repeatedly calling them regularly did the router actually reboot itself whilst they checked, so they realized there was a fault. Then they sent people to check which did nothing despite them saying it was fixed. After over 2 months I called and they said they'll just do some checks and I said I wanted to talk to the manager. He decided to send a new router. It worked ok for a few days and has now began doing what the previous router did. I fully regret my decision to have virgin media wifi and I wouldn't recommend it to anyone. The speed of the Internet is a lot lower than they claim it to be. I am paying for up to 50MB and I understand it can be lower but having done a speed check very recently I found the download speed at 1.71 MB and the upload at 0.25 MB. The lowest I've ever recorded is a download speed of 0.54 MB and an upload of 0.17 MB. These are not the speeds I am paying for. And it is not cheap, especially considering the standard received.
- 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.