4,684 Customer Reviews over 118 pages
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2017-02-02
- Comments
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Absolutely hopeless. Our business broadband is so slow that our business is being affected. Despite this Virgin have not sent an engineer to site. Virgin have not supplied an access point ordered a month ago. I rang the faults line today and got a message saying (unsurprisingly) that they were busy and "PLEASE HANG UP". I have two different account numbers and no idea if anyone is ever going to resolve our problems. Exasperated!!
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2015-03-25
- Comments
-
Very poor customer service. A girl who spoke with indian accent lied to me. We agreed on 26.50 pounds every month, but when I got agreement it was 28.50 written on it. What a bunch of liars working there. They lost one customer.
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
-
hello there.
so my name is sandro mackay and I have been a virgin loyal customer for around 9 years. during these years the only letters I received where only to tell me that my bill was going up, which honeslty I always accepted. but just last week I decided to make a research about other providers and what they are offering. comes up that the money I was paying monthly which is 58 pounds a month, sky could give me same deal for 30 pounds. so considering the price, considering also that in 9 years a never received a discount of no sort and the broadband compared to 3 years a go is awful, I decided to change. but the most shocking was today. when I called virgin to let them know that I am cancelling, first of all they left me 30 minutes waiting on the line until I got assistance,and than to add insult to injury a girl named SOPHIE the only thing she cared about is to cancel my contract asap rather than asking why after 9 years I am leaving. the most shocking customer service and I really hope you do something cause she is there just there to get paid here wage. I am very sorry that I had to meet such a rubbish customer service . well done sophie
- Location
-
- Location
- Rainworth
- Reviewing
- Virgin Media
- Date
- 2017-03-25
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-03-11
- Comments
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I joined them 6 months ago. Services don't work. Indian helpline completely useless. They lie and cut off calls after making u wait for 30+min. Comolisn process even worse
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-08-22
- Comments
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useless company that has given me so much headache I will make sure all my friends and family never use them again
I ended my contract and VM is charging me for an additional month after the disconnection date! and I kept getting overcharged in my previous bills! complaints dont help at all
DO NOT EVER USE THEM go to their competition
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
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Incredibly fast! Definetely wasn't let down with the speed. Friendly customer service and when my router failed, they were here in the first 24 hours!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-08-05
- Comments
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Terrible terrible terrible! It stops all the time and it’s impossible to get hold of customer service. Once you do, they are rude. It’s been a nightmare, totally unreliable.
- 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
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2023-05-22
- Comments
-
DO NOT USE VIRGIN MEDIA - THEY'RE RUTHLESS
I was with Virgin Media for just shy of 10 years for broadband only. I moved house in October 2022, and despite all the calls I made, and all the emails I sent to disputes, they still maintained that I hadn't cancelled. This arduous dispute continues on to this day.
The first amount was for £125 in Feb 2023, which I just paid thinking this was the final payment just to get them off my back. How stupid I was. Approximately 3 days later I received another bill for £30.30. I told the debt companies straight away that I wasn't paying it. I hadn't lived at that address for 4 months at that point.
Eight months later and I've been contacted by at least 3 debt companies for £30.30!! One will close down my account and Virgin sends it to another, and so the cycle continues.
I would call Virgin to cancel and they told me to email disputes, so I emailed disputes and they told me I had to call. I spoke to at LEAST 13 members of staff and none of them cancelled for me. I would email disputes and they would basically ignore whatever I said, deny that I had cancelled and tell me to call up. When on the phone waiting to speak to Billing, the call would ALWAYS be dropped. I have wasted hours and hours of my life on this.
I've just had ANOTHER call today 22/05/23 from the first debt company, still asking for £30.30.
It's absolutely disgusting how this company treats you when you try to leave.
Stop asking me for money that I don't owe!!!!!!!!!!!!
You're not getting one more penny from me you bullies!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2023-11-17
- Comments
-
Broadband speeds are consistently lower than advertised and drops out multiple times a day. The temperamental connection makes working from home incredibly annoying.
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-16
- Comments
-
If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
- Location
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- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2017-05-18
- Comments
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I was without service for months as they didn't inform me of new hub despite being a customer for over 10 years. When I finally left them I couldn't find an email address and when I phoned waited too long. They deliberately have set it up to make it no impossible to leave or complain about them. Scandalous!
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
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Absolutely terrible customer service. Been told many different things each time I have rang. Considering I was trying to sign up for virgin broadband I am appalled at how challenging this is been. I can’t even comment on the broadband reliability as they haven’t even been able to set this up. Will never use this company again.
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2019-11-27
- Comments
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Awful customer service, the call centre is the worst they are always mumbling, so rude and no clue what to do. Total wind up merchants. The service has an outage every other month, usually when it has been raining what a joke. Please get UK only call centres, what a waste of money repeatedly calling to get one person who can actually help me.
- Location
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- Location
- grimsby
- Reviewing
- Virgin Media
- Date
- 2017-10-31
- Comments
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overpriced, dreadful customer service, never again
- Location
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- Location
- US
- Reviewing
- Virgin Media
- Date
- 2017-07-20
- Comments
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This company has been so annoying. I forwarded a harassing email from their server, complete with all the information they requested and now I feel harassed by them in merely trying to point out to them they're is a problem for them. I could care less, but I would think a reliable company would be concerned that their email was being used inappropriately. I have since asked their customer service too stop contacting me, boy yet I still get their same snobby response. Terrible company and I was only trying to help.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-04
- Comments
-
If there were zero stars I would award this. Absolutely useless for broadband from day one. We have had an engineer round and constant phone calls. DO NOT GET BROADBAND WITH VIRGIN MEDIA.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-10-28
- Comments
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Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
- Location
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- Location
- Hitchin
- Reviewing
- Virgin Media
- Date
- 2017-04-10
- Location
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- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2017-07-12
- Comments
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Appalling customer service! I was with Virgin Media continually for 7 years. I was being charged £40.25 for Vivid 200 which is £5 more than new customers. When I asked to downgrade they tried to force me to enter into another 12 month contract so I had to cancel.
- Location
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- Location
- Greater Manchester
- Reviewing
- Virgin Media
- Date
- 2019-01-07
- Comments
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Okay so i picked virgins 100MB Download speed plan i thought that maybe it will be good at the start yes it is, however if you are a gamer or like a stable internet virgin will break down in your area in the most random times for example i was trying to watch some netflix today and i couldnt i payed my next due bill which i didnt have to do then i called up and they said that virgin is down in my area and will be up at approx 17:15 pm bere in mind its 8:30 am in the morning i have tried everything to make the ******* wifi work and it fails on me when i need it most when i wanted to watch netflix and relax **** i hate life
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-03-01
- Comments
-
I was moving into my new house on 20th, I purchased the Virgin Media Plan on 14th February. I was told earliest installation date will be 02nd March. Because of storm, I understood okay, I somehow managed days in between by mobile hotspot (bought a range extender as well because mobile network is not available in all rooms) and daily 3 GBP I started spending for internet to do Work from Home.
As it was 1st March, I was waiting for next day when wifi will be installed and things will be relaxing, I got a call from installation team on 1st March at 18:45 informing me, Sorry, your address is not serviceable and we have cancelled your installation request!!!
It took them 2 weeks to say that.
How disappointing. I am just giving 3 stars to speed and reliability because I have used it in past. But, this time my experience was so bad, I have suffered financial losses during this time and will be suffering a little more till the time wifi gets installed. They're just sorry for inconvenience.
They're very quick in taking payments and setting Direct Debits though!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-11-30
- Comments
-
Avoid virgin media at all costs! They are treacherous and hike their prices all the time and will then offer you a "promo deal". This is something that several of my friends and family have experienced first hand too! They will then slap you with early termination fees as to scare you off of leaving.
I've never had to deal with a company that is so treacherous and am taking this to Trading & Standards.
AVOID VIRGIN MEDIA
- 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
-
- Location
- Reviewing
- Virgin Media
- Date
- 2024-03-04
- Comments
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VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; if there was an option of 0 star I would have given that AVOID
- Location
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- Location
- Wn3 Wigan
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- Comments
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Absolute joke of a company
Reliability is a nightmare the same as so called customer service. Speeds are a joke pay for 100meg and get 15 on a good day.
I would never recommend this company. Plus people should avoid at all cost.
- Location
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- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-02-12
- Comments
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Broadband keeps cutting out.Customer service is absolutely horrendous. Sign you up for contracts without your knowledge. Currently being served a lot of penalties by Consumer Rights associations for illegal contracts. Even a simple cancellation of contract involves filling out complaints form online, to get emails and then call customer service to be put forward to loyalty team and then cancellation team which ultimately tells you to write to cancel@virginmedia.ie. Acquiring the email address cancel@virginmedia.ie involves all the aforementioned departments, incredibly long wait times and to top it they hang up on you as well ask to call back due to technical difficulties. Best to email them instead of talk as conflicting info given every time. I switched to email for that reason but that didn't work either. Had written confirmation that they would review a call but they simply said they will not.
- 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
- Camden, London
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
-
The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.
My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2016-04-16
- Comments
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Very fast internet, for the 25% time when it actually works. Whenever they replace our router, I swear it only gets worse, our first router was amazing, 100% uptime, very fast, but the buttons were just breaking. we got a replacement, which was so much worse, with a very low uptime, so eventually due to the fact that we were unable to access the web, we called again saying that the router wasn't working, and we got a new one. This one, forced our internet which according to virgin was so much faster than the previous one. meaning that the packet loss had increased by nearly 20x! it is such a bad experience dealing with their customer service, that I would not recommend to anyone. I have just recovered from nearly a week with on/off internet, and my friends are starting to call me "Bipolar Internet".
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-04-17
- Comments
-
Worst WiFi. Stops working between 11am and 5pm every single week day. No amount of restarting, resetting etc will get it to work and customer service just say that they can’t see anything wrong with it on the system and then, oh, 5pm comes and it works again. I work from home some days so this is incredibly annoying. Actually ended up getting a dongle which is wonderfully reliable. Not ok when the £40 bill for VM comes each month.
- Location
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- Location
- Hertfordshire, UK
- Reviewing
- Virgin Media
- Date
- 2023-11-13
- Comments
-
I’ve been with Virgin Media for around 6 weeks.
I’ve had nothing but problems and had to phone customer service 6 times!
Their customer service is absolutely awful. They’re based in the Philippines and don’t let you speak, constantly talk over you and can be very rude!
They try and sell you packages but don’t explain in detail what they include.
I recently upgraded my package to M350 volt broadband, landline and 360 box.
But none of these services have worked for 7 days, as they cancelled the package!!
Waited 3 days for them to call me back, and I heard nothing.
I had to call them today and waited 45 minutes to get through.
I now have to wait an additional 8 days for an engineer to come out!
Dreadful!!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-01
- Comments
-
Virgin are shocking we have had virgin for over 6 years and we are moving into a new flat in which they do not service so we cant take them with us they have said it is in your contract that if they dont service the new place then you have to pay off the contract even though they do not service the new place :S i just dont understand how they can even get away with it, if you want shocking snobby customer service then go to virgin if not then SKY is the way forward
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2022-12-01
- Comments
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I have only had virgin for 2 months. I am not happy with virgin. I feel like cancelling my direct debit. I am not paying another penny. My broadband has stopped working since Tue 29/11/22. Virgin will send someone to my home Sat 03/12/22. That is beyond a joke.
My wife works home home and she needs the broadband to be working. We will have zero earnings for 4 or 5 days because of Virgin is taking this length of time to get someone out to fix it
And I have 2 kids, you can imagine what my 2 kids will be like without broadband for 4 or 5 days. They cant watch Netflix, they cant play there playstation online, they cant stream movies.
I understand my credit rating will get impacted if I stop my direct debit. But I have already made up mind.
Terrible customer service as well.
I switched from BT broadband to virgin. BIG BIG BIG MISTAKE.
And another thing i am still waiting on my £100 Amazon voucher. I was meant to receive it for signing up. Well it's 2 months I have been waiting.
And another thing, BT BROADBAND has a much better signal than VIRGIN.
With BT I could get a good signal up and down stairs, all over my House I got a good signal.
With virgin the signal buffers up the stairs.
I would give virgin zero starts if it was possible.
I am gonna find every website and give virgin a bad review, and hopefully people don't go with virgin.
Everything I have said 100 per cent correct.
If you go with virgin you will regret it.
- Location
-
- Location
- doncaster
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
-
I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
- Location
-
- Location
- WIRRAL
- Reviewing
- Virgin Media
- Date
- 2018-07-29
- Comments
-
I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.
When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.
I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2016-02-29
- Comments
-
I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2019-12-07
- Comments
-
Customer service is very poor. Also have very aggressive sales tactics. Overall virgin media make life very difficult for customers to manage their accounts and/or complain. I would never recommend and am looking forward to leaving.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2020-09-28
- Comments
-
Every couple of days it drops out for anywhere between 5 minutes and several hours. Close to impossible to speak to someone (have given up twice after hanging on for 40 minutes). Web help is useful for such intermittent issues
- 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.