4,684 Customer Reviews over 118 pages
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- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2016-07-03
- Comments
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Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
- Location
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- Location
- Stoke on trent
- Reviewing
- Virgin Media
- Date
- 2017-09-09
- Comments
-
Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
- 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
- Stoke-on-Trent
- Reviewing
- Virgin Media
- Date
- 2022-12-17
- Comments
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Appalling and harassing customer service: My mum having had a stroke and moved into an old folks home I have tried multiple times to cancel my mum's account. Written cancellations have been ignored and phone cancellations are not possible because my mum has lost her speech. Absolutely no compassion or understanding from Virgin Media. The monthly bills continue to mount up even though my mum's original contract ended years ago. Extremely distressing for for my mum and all the family. Please please please avoid Virgin Media at all costs.
- Location
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- Location
- Stoke-On-Trent
- Reviewing
- Virgin Media
- Date
- 2016-05-12
- Comments
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Where to start. The broadband is intermittent at times even though I understand that I am not in a fast speed area, but to top it all off they try to bleed money out of you. I am about to move home and moving in with parents so therefore have no say in what tv, internet and phone package they have. However, Virgin still think I should pay a late cancellation charge of £200 because I am still within my contract. As far as I am concerned that contract relates to that property and since I am no longer living there, surely that makes the contract void. They have done nothing to help me and instead just remain adamant that i have to pay this money so I will be seeking legal advice
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Virgin Media
- Date
- 2018-10-05
- Comments
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We decided to leave Virgin Media when they stopped two TV channels that we watch regularly and at the same time put the price up by £3.54 a month, making our payments exceed £100 a month. I found an alternative (local, and £50.00 a month cheaper) and phoned Virgin to cancel. It took them 35 minutes for a human being to answer, and another ten minutes for me to be connected to the correct person. The person I got must have got out of bed the wrong side. I informed her how long I had been waiting. She said she was not interested in that. She was rude and was as unhelpful as she could be. I stressed when I spoke to her that I wanted my telephone number ported over to my new provider.
My new internet provider contacted me to say that they couldn’t port my number over because I hadn’t told Virgin I wanted that done, despite the fact that I had made it crystal clear to the advisor that that was what I wanted. This necessitated another phone call and another 45-minute wait. The person I got this time assured me that my number would be ported over.
The next day I got an e-mail welcoming me to my new Virgin phone service. If it wasn’t so serious it would be laughable. Not wanting to have to wait another 45 minutes before speaking to an unhelpful telephone ‘advisor’, I wrote a letter. I got a fairly prompt reply assuring me that all was in hand. They stated that they had tried to contact me by phone. It turned out that three silent phone calls received and interpreted as nuisance calls were actually from them.
In a subsequent phone call, that wasn’t silent, I was assured that I would get a refund of £62.84 that was overpaid because my contract ended half way through a payment period. My contract ended on 25th August. It is now 5th October and I am still waiting.
The impression I get from this awful experience is that Virgin Media make it as difficult as possible to cancel their services. As a result, I have cancelled all other Virgin services I use, even Virgin Wines. There are plenty of other services I can use.
- Location
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- Location
- STOKE-ON-TRENT
- Reviewing
- Virgin Media
- Date
- 2017-01-10
- Comments
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Virgin media took £5.00 early January 2017 yet I pay my DD 19th each month. Contacted Virgin Media to ask why.. their answer is that they have not taken the money out!! Yet my bank statement in black and white states Virgin has taken the money, complete with the same ref number as my authorised DD monthly payment. The outcome? No outcome tonight, suddenly Virgin media site froze and could not continue with online chat, I cannot phone as my Virgin media phone line does not work, So I'll have to visit (around my busy full time nurse job) my local Virgin store to cancel my subscription (been with them since 2009 and paid every month without fail) as I can no longer trust that they won't just randomly take money here and there whenever they wish from my bank account, it simply isn't on, I cannot afford random unauthorised payments that Virgin then claim they have not taken!!!!!! Time to review my broadband provider, change supplier and stop Virgin from being able to take my money whenever thy wish
- Location
-
- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2015-12-22
- Comments
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Another new and unhappy customer.
Joined because they offered a fantastic deal much cheaper than Sky and with faster broadband. The deal got worse as you added all the things that Sky included and the broadband speed was nowhere near the advertised 200mbs
After much messing about I have got the broadband upto about 100mps (where it limited by the modems) but only if you are with about 10 feet of the box move to the end of the room or upstairs and the speed drops off drastically. The wifi range of the box is rubbish and it still drops connection occasionally.
Oh and then they put the bill up by an inflation busting 4% deep joy!
- Location
-
- Location
- Stoke-On-Trent
- Reviewing
- Virgin Media
- Date
- 2017-12-24
- Comments
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I just want to give out a massive thank you to the whole of the virgin media team who helped us with our switch. We moved house on 25th of November and moved with talktalk as we were still in contract. From day one we had no internet. After frustrating chats online and numerous phone calls out we finally got an engineer to come out who spent 2 hours at our house to tell us that there is nothing wrong with the line it's defiantly on talktalk side (we previously had 2 engineers cancel on us when we stayed at home). Again after numerous phone calls they just kept saying you will be updated in 72 hours so I decided to bite the bullet and cancel altogether and went with BT as a new customer as it had some good opening offers. Our live date should of been on the 20th of December but guess what? Orange light and when I phoned BT they said would have send an engineer out even though the last time they said it's all talk talk side. I had enough at this point big time right before Christmas! I decided to call virgin and not only did I realise we could get it at our new property the customer service was fantastic! They talked me through everything and managed to get an engineer come out to set it all up for us 2 days later! Not the standard 10 days you normally have to wait! The engineer come out and was here for 2 hours and told us there was some bad news.. the line is to worn and he can't find a signal so he won't be able to do the job (at this point I couldn't believe our luck) he said he would phone his manager and we would go from there.. 30 mins later get a knock at the door two lads are here apologising and put in a brand new line for us and then the engineer come back out and see it all up for us! I couldn't believe our luck I was so thankful and grateful to virgin and the lads for getting this sorted in 2 days outstanding work!
Simon
- Location
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- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2009-10-21
- Comments
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The service is appalling
- Location
-
- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
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supposed to be up to 10 mb its a question if I can get 5 mb
- Location
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- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2010-10-09
- Comments
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Virgin offer a great service and the bundle package for £19.00 is great then they stick £11.99 line rental on it and that is what spoils it if someone is having phone tv and broadband the least you can do is knock the £11.99 line rental off i now have a tv which we only watch gold on a land line i dare not use except at weekends when calls are free and a broadband connection that is great the first company to offer all this or just broadband without line rental will corner the market on telephone landlines and internet users i am more than happy with my broadband but if it says broadband for £5.00 then it should be for £5.00 with no hidden costs if there is line rental to pay then this should be made clear so you cannot get broadband for £5.00 but for £16.99 and there should be no rise after 3 months if you want to get customers then be clear on prices and what you are selling it is price that has driven me away from virgin and by this date 09/10/2010 i have only been with virgin for 2 weeks if there is no change it will end.
- Location
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- Location
- Stoke-on-Trent
- Reviewing
- Virgin Media
- Date
- 2021-12-05
- Comments
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Extremely poor service, been without Internet for 3 days and they refuse to do anything for another 5 days. 7 days without Internet these is like 7 days without electricity or gas. I'm unable to work.
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2014-12-04
- Comments
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I've been a loyal customer for approximately 13 years. I'm paying £80 a month for an Internet service that is beyond slow, telly programmes - most of which I could get on Freeview and weekend and evening calls. I've just received a letter telling me the price is going up again. To top it all, my son went onto the Virgin forum, (again)!, to complain about our Internet service and received an unbelievably rude response from the guy who is employed to answer the questions. It was so bad, even other customers commented on it! Time to part company I'm afraid!
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2021-10-08
- Comments
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Be warned! There is no customer service whatsoever! It seems to be the norm with most companies but Virgin are truly the worst to try and discuss/sort a problem. They've cut us off and advised us the new router is being sent to our new address in Slough?????? We have not once said we are moving as we're not!
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2023-05-12
- Comments
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I had six months of unusable broadband service. Ignore the promises of automated refunds... The service needs to be fully off for extended periods to get this. I'm my experience, service will be unusably slow with regular periods off and on. They refused to refund at all even though they were well below gauranteed speeds.
Customer service was almost none existent. I had to work very hard to get acknowledgement and engineer visits. Finally Street cable was modernised fixing the service, but I've now left for a company with actual customer service.
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2024-03-24
- Comments
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Would give zero stars if it was possible. Absolutely shocking!! What has happened to virgin media?? Awful awful company. Shocking service in relation to the TV and broadband but also their customer service. Rude, constantly being cut off, being talked over trying to offer new packages instead of listening to the body of the actual complaint!! Will NEVER use virgin again. Hopefully the new companies on the block currently out rolling i.e BRSK who offer 1gb download speed will give us back the choice as virgin were the only ones to be able to offer these quicker speeds.
Avoid Virgin at all costs.....we had constant outages the online account was ridiculously difficult to try and find the link/button to log the complaint in order for them to acknowledge it even tho they email us to notify us that there is an outage or problem in the area. STAY AWAY FROM VIRGIN MEDIA it's really that simple.
- Location
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- Location
- Stourbridge
- Reviewing
- Virgin Media
- Date
- 2014-11-06
- Comments
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I've always had problems with Virgin broadband. Especially when living at home with my parents but when moving in with my partner unfortunately I assumed that they'd be great to us! Considering the experience my partner had with his parents internet was fantastic.
We applied for the 100mb Broadband and within the next day we received their new SuperHub. The person who came just gave us the box.. They didn't install anything, which I assumed they had to but apparently not.
During the night of receiving this package me and my partner decided to start to plug everything in. We followed absolutely every instruction given, only to find that we were getting nothing and when I say nothing I literally mean it, our highest download speed was between 3-5mbps.
After getting extremely frustrated with trying everything to get our internet to work, we chose to go old fashioned and use Ethernet cables and still received only 3-5mbps.
After calling up customer services and waiting from 30 minutes to an hour, we were notified that a engineer will be sent to our home to solve the problem because apparently it's only a minor technical difficulty with the lines outside.
The engineer came round the next day and immediately stated "That there was nothing he can do." This is before he's even step foot into our home!
He told us that Virgin had been over selling their internet and that their network could not support the amount of people going online. He stated that on the 29th of October the company, Virgin, would be turning on "new junctions"(more channels for the internet to go through). It is now the 6th of November and our highest download speed has been 2.34Mbps.
No matter how many times we have called the company the only reply we receive is "We'll get back to you."
Virgin media only cares about their money. It's disgusting and borderline illegal.
"Thanks for choosing Virgin media. You couldn't have joined at a more exciting time, with so much to look forward to. You see, we're always thinking of new ways to give our customers the best experiences we possibly can. The sort that make you glad you picked us."
HA! More like;
"Thanks for choosing Virgin media, the worse broadband you could possibly have ordered.
You couldn't have joined at a more excitable time, with so much to look forward to. You see, we're always thinking of new ways to scam our customers of their money and give the worse experiences we possibly can! The sort that makes you regret you picked us."
I will never recommend this company ever again. I will never use this company again. They are terrible! They treat you like utter dirt.
- Location
-
- Location
- Stourbridge, West Midlands
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
-
Our router was damaged by a recent power cut, Virgin are doing everything except replacing it. Problem is getting worse as wifi no longer works upstairs. It did before. Have long thought their customer service was non existant but at least the kit used to work, no longer so. We have 2 people working from home, one a key worker. Situation is now so bad I'm thinking about moving even though that will result in much lower speeds.
- Location
-
- Location
- Strabane
- Reviewing
- Virgin Media
- Date
- 2018-07-15
- Comments
-
So I called virgin media about a problem with my broadband (the speeds) I'm paying the VIP BUNDLE PACKAGE which is 80 pound a month they told me there's nothing wrong with my broadband wasn't willing to help fix my problem kept telling me the same thing over and over again they wouldn't let me speak kept talking over me telling me I don't understand about how the WiFi works. Now I'm a young adult I know how WiFi works exactly. When I said that to them they said "well if you know about WiFi then fix your own problem" I'm running speed tests which is only reading 40mbps of download speed and my upload speeds are 20mbps of speed I tried telling them this and they kept talking over me so naturally I did get frustrated on the phone because they were NOT LISTENING!! I even spoke to a manager which he also took the same attitude from the start when I was simply trying to explain. I asked to speak to his boss and he went off the phone and put me back on to the previous woman I was speaking to I said "can I speak to his boss please"she said "there is no other boss" which is lies obviously. All I wanted was for someone to fix my speed they kept saying I need a lan cable i shouldn't have to get a lan cable. My speeds should be reading at least over 100mbps on average without a lan cable considering the package I'm on. My friend has virgin in and they pay 30-50 pounds a month and they are getting 100mbps speed without a computer or a lan cable. Overall virgin has very bad customer service. talk talks customer service is much better and that's saying something.
- Location
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- Location
- Stratford
- Reviewing
- Virgin Media
- Date
- 2018-07-08
- Comments
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Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
- Location
-
- Location
- Streatham
- Reviewing
- Virgin Media
- Date
- 2020-06-16
- Location
-
- Location
- Strood
- Reviewing
- Virgin Media
- Date
- 2020-10-22
- Comments
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Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
- Location
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- Location
- Studley Warwickshire
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
- Location
-
- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2019-11-14
- Comments
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How useless can one company be, i moved and they couldn't supply service so i requested to send my equipment back it's been over a month and no packaging then i get a email saying i will be charged £135 for none return of equipment, I contacted them and spent over 2hours trying to get them to actually post the packaging so i know where to post it and after the 2+ hours i was told the packaging would be sent in 5-7 days only to get a email today saying they are posting the packaging to the OLD address! I can't even fathom how they could get this wrong! Then on top of how useless their customer service is they think they will charge me for their stupidity. And don't even try calling i waiting over an hour on the phone it's beyond a Joke! Companies should be fined for such incompetence.
- Location
-
- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
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Where do I start? Been with NTL / Virgin for many, many years. I have always had nearer the top end packages so I can watch my sport. TV is fine but the broadband....my god is it poor. I pay for 200mbps and I'm lucky to get 25mbps. Even an ethernet cable straight into the router gives me at best 65mbps. I have phoned them over and over again to be given scripted stalling tactics from the staff. I am honing them again now (I'm on hold) and if the deal isn't sweetened then I'm off to BT. I know the speeds advertised are not as high, but my neighbour gets a consistent 45mbps from a 56mbps contract package so he still gets better than I do. I can get a similar deal from BT for 43 quid a month and then it goes up t about 50, so it's a darn sight cheaper than the near 85 quid a month I waste currently. Virgin better give me a good reason to stay or they can come and take their stuff away!!
- Location
-
- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2013-01-27
- Comments
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ATTITUDE ATTITUDE ATTITUDE
Had a full Virgin package for two years,Speed hmm but our main beef was the telephone number we had been issued.Virgin obviously recycle these as we started getting mysterious cold calls for a Mr Francis plus silent calls recorded calls & the rest.Virgin said they would change it but that there would be a charge and said that recycling numbers was the norm in the industry.Bullocks said I and threatened OFCOM TPA The Communications Act in the style of Samuel L Jackson
in Pulp Fiction which worked.Then we tried to leave which cost us £100 which we got back (less the interest they had made on it of course).Now we have the same speed for less and a phone that doesnt ring looking for Mr Jeffries.WHenever I have flown banked or tried to discuss a problem with Virgin all I got was attitude - Is this the first thing they are taught when they are recruited be a stroppy little cow and the customer is always wrong???
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2018-12-21
- Comments
-
Virgin broadband is the worst broadband I have had! It cuts out on several occasions throughout the day and night! For no reason. I'm not ringing overseas to not be understood! Their stupid website always says no faults detected. I'm leaving as soon as I'm out of my contract..never ever again! Sky was sooooo much better!
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2023-12-15
- Comments
-
Shocking service, cancel contract after it ends and they don't process it and then spring high bills on you. Once you contact to complain they advise they will need to put a 3p day notice on even thiugh you advised you were leaving after your contract!!
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2019-12-10
- Location
-
- Location
- sunderland
- Reviewing
- Virgin Media
- Date
- 2015-07-23
- Comments
-
I dream of the day when I live in a country where I'm not ripped off by companies!50m phhh lucky to get 5. Basically virgin are over subscribing and can't keep up with demand and are reducing speed across the board to compensate!
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2021-09-30
- Comments
-
I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
-
Literally the worst company to deal with. Ongoing issue for over 3 weeks, promised phone calls etc etc to rectify issue but another lie. When you finally get to speak to a member of staff who by the way are totally inept you end up getting passed to several departments and still no resolution to issue. Then apparently after receiving a bill of almost £300 they turn around and say they no record of any equipment in my address lol, have been a loyal customer for several years but as soon as contract is finished service will be getting cancelled. For anyone reading this and cinsidering switching to VM DON'T
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2018-10-13
- Comments
-
no internet for almost 3 weeks , kept calling at customers suport still no one came to fix it. Paying for nothing
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2014-07-10
- Comments
-
Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2019-03-08
- Comments
-
Worst customer service I’ve ever experienced. Enquired why I have been charged a cancellation fee (outside of a contract) and told “That is not our concern”
Rude customer services hung up the phone. Would not use them again if they were the last provider available. Internet connection was terrible too. Shambles of a company with a useless bunch of unhelpful staff
- Location
-
- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2023-02-15
- Comments
-
AVOID : 3 months with virtually no WIFi & all Virgin says is "we`re working on fixing it, but its complex"
- Location
-
- Location
- surbiton
- Reviewing
- Virgin Media
- Date
- 2021-01-25
- Comments
-
Virgin Media have not kept their word with anything. Customer service is zero. Terrible. I was promised compensation for no TV or broadband for 6 days. They basically told me Tough! I eventually got £7 credit to my account. The fibre broadband keeps dropping out or just no service. Be careful when you sign up. They are very helpful at the start. then it all goes downhill! Now they want to put price up by £3.50 Absolutely disgraceful
- Location
-
- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Comments
-
DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.
- Location
-
- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
-
V V poor customer service
My contract finished and VM kept charging me extra new price saying it is my responsibility to inform them about my contract ended. How on earth the contract work like that after contract period you been put off on new package without your consent. The customer service very poor rather admatting their mistake putting all the things on your head after contract time finish.
- 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.