4,684 Customer Reviews over 118 pages
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- Location
- Lancaster
- Reviewing
- Virgin Media
- Date
- 2018-08-06
- Comments
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Absolutely awful customer service ... arranged to have virgin media installed - date given, other providers cancel- engineer turns up - VM in street but can’t connect to house for at least 6-8 qeeeks although no guarantees. Very sorry - manager will call me to explain next steps / options. No call from manager so I rang them as my service was due to stop that day. Finally got through to an installation manager (after many calls and holding forever) - no empathy, did not appear to care too much that they had misled me, suggested I take out a rolling (non discounted ) contract with BT to cover the period of no service, although he did not know how long this would be !! Then stated I could complain but no e mail address - only postal. Needless to say contract cancelled. E mail complaint to CEO ... about a week later telephone call from complaints team who frankly was only calling because I had complained to CEO - did not really address my issues over misleading advertising and inconvenience due to their errors but did want to tell me how difficult it was to get permission to dig up the road and how Govt policy needed to change - not sure I can influence either of those. Seemed more interested in ticking to say he had spoken to the customer than in being genuinely interested in the issue I was raising. After wasting my time for 15 minutes I informed him to close the complaint and not darken my door again. I genuinely felt that the company was paying lip service only to customer concerns and I would strongly advise people to be very wary of dealing with this company. Perhaps if they spent less on advertising and more on delivering the service they promise, things may improve??
- Location
-
- Location
- Tayport
- Reviewing
- Virgin Media
- Date
- 2014-05-19
- Comments
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AVOID THIS COMPANY! I have been a loyal broadband customer of Virgin Media for a good few years. Then last year, Virgin Media announced that because it was such a good company and needed to remain competitive, it was increasing its prices way above inflation. I disputed this and communicated with Virgin Media over the internet using their website chat. The representative of Virgin Media misled me and indicated that if I agreed to stay with them for 12 months, my prices would be fixed for 24 months and I would get a free phone line. I agreed to this. A few months later, I received a letter from Virgin Media stating that they were such a good company and to remain competitive they would increase my prices way above inflation. I disputed this again and the attitude of Virgin Media is that I need to read the small print and they can do what they like. I took the case to the ombudsman and the ombudsman ruled that due to the Virgin Media contract, they are within their rights. I have sinced moved home and now live in an area that is not serviced by Virgin Media. Virgin Media have added disconnection charges to my final bill, which has multiplied the cost. I have disputed this and Virgin Media have put a black mark against my credit history, which is otherwise exemplary. I will be taking legal action against Virgin Media for making my credit more expensive because this will cost me money if I need credit. Whenever I try to get through to Virgin Media, I end up speaking to somebody in their Indian call centre. They can't make any decisions and cannot even ask for somebody from the UK to call me. After being a loyal customer for years and after always paying bills on time, this is how I am treated by this awful company. Avoid Virgin Media, otherwise you'll regret it.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2022-07-04
- Comments
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Shocking customer service. Would leave 0 stars if I could. Awful internet connection,they should not be able to call themselves fibre. Impossible to get through to cancellation department ,but you can immediately get through to “add a service to account” department. Spent hours on hold and then call cuts off. Call handlers don’t know what they doing,lying.manager argues back and doesn’t care,saying they not going to throw money at customer as the soliton. Never again.
- Location
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- Location
- Chingford, London E4
- Reviewing
- Virgin Media
- Date
- 2017-01-12
- Comments
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We are a heavy using family with lots of devices connected at once. We have BT Infinity 2 and have been pretty happy to be frank. Time to renew so I thought I'd look around. Got tempted by Virgins 200mbs service at about the same price as my BT.
Signing up was simple but that's the only positive thing at all that I can find to say. I signed up on Sunday and the installation date I gave was 8 days away with an alternate the following week. Those were ignored and I was booked in for a day 2 days away. That was out of the question so hours on the phone and the guy couldn't understand why my original date wasn't used, that was changed and then this afternoon I check the order status to see its been moved to 6 weeks away. Some dimwit in the chat room says...construction.....poor signal......very busy etc etc.
So messed about am I that I am going to stay with BT. but then, you have to try and cancel! OMG, what a nightmare. I have been trying for 3 hours this afternoon with no joy.
What a disgrace of a company. I read the reviews on here before signing up, I even spoke to the lady signing me up about them. All the assurances were more lies.
Please please, if you are considering changing to Virginmedia PLEASE DON'T. Slam your fingers in a drawer as it will be less painful and less frustrating.
- Location
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- Location
- Wallington
- Reviewing
- Virgin Media
- Date
- 2020-05-10
- Comments
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Utter utterly awful. The internet is intermittent and almost unusable. To use the pandemic as an excuse for a a service that many in the area have complained about shows the deprived depths to which Branson and his business go to. Focusing on delivering the service promised in a simple business is better than newspaper grabbing headlines on trying to get to space .....
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2024-03-06
- Comments
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How awful are you when I am unable to leave to leave your terrible and expensive service. Have tried to sort it out but have second rate service, no longer will I pay £65.by the way your customer service needs a lot to desired. As a which rep will be passing on your disinterest also your representative who immediately finished our conversation. I am afraid that this reflects on your poor customer service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Shocking and useless company. Signed a pre-agreement, took £25 and edited 2 months for installation- well decided to cancel. Was told refund will be within 48 hrs, but 2 weeks later no refund- and actually been told that they can't see any money. Shockingly poor customer service and robbing people off even before the provide any service.
- Location
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- Location
- Milton Keynes
- Reviewing
- Virgin Media
- Date
- 2020-08-04
- Comments
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Absolute rubbish I can't understand how it takes four attempts to send us the router and still failed and still have no router - and hours and hours spent on the phone being transferred from dept to dept with no resolution - I wouldn't buy a lollipop from them let alone broadband service - they are rubbish and customer service is disgusting
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2020-10-13
- Comments
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Guys, Just dont bother with them. You won't get anywhere. It's like talking to a wall. They're rude, Money hungry and never will sort out the problem. No internet in peak hours at all.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-11-24
- Comments
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Never could I have imagined a service this bad in all my wildest dreams...
I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.
I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.
You call for help, you deal with people in India.
You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...
There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.
Stay away from them at all costs!
- Location
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- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2016-01-15
- Comments
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I have just had my free upgrade to SuperFibre 70 and it is terrible, it was bad enough before but it now drops out after about 5 minutes requiring a repair with the router, sometimes I have to restart the router too, the customer support is so bad that when I finally managed to speak to someone I had been on hold so long that my hand set battery died and needed recharging, if you had a zero star rating i would have used it as 1 star is too good for this service.
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2019-07-08
- Comments
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Worst company I've ever seen been a customer for nearly 4 years and the service has never been right internet and tv go off constantly which leads to days without service
Numerous complaints and engineer appointments and they still haven't a clue what the problem is and to top if off had my honest comments deleted off their facebook page and banned from commenting as it seems any comments that put them in a bad light disappears
- Location
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- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2016-05-07
- Comments
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Truly awful company. After signing up for a package for combined Broadband, TV and Phone, I very much regret it. The price has been significantly increased twice since I signed up, the fibre-optic broadband is a lot slower than advertised (speedtest.net has shown on a number of occasions to be less than 1Mb), and frequently crashes. Plus I am constantly (and I do mean constantly) harassed by emails, letters and phone calls from them to get a Virgin a media mobile contract.
I would strongly recommend NOT to go with Virgin Media.
- Location
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- Location
- SUTTON
- Reviewing
- Virgin Media
- Date
- 2017-03-29
- Comments
-
customer service 0 broadband very bad
i never ever go back to virgin customer
service no help BAD BAD BAD BAD BAD BAD
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
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rubbish, cant play xbox, pc or playstation online, stream iptv, or download. also internet down time as long as a week more than once, many times out for a few hours 2 half a day, and it still gets worse.
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2018-09-11
- Comments
-
Worst company ever.
Equipment is not delivered, finally get it two weeks later and it doesn't work.
they recommend online chat, doesn't work.
Need to reset the internet every day as it is rubbish.
Just phoned to sort fault out, after 15 minutes and being on hold, the Indian guy said I will transfer you to technical support, I ask who he is, billing. Oh my god, I can't describe how unbelievably useless, incompetent and rubbish they are.
- Location
-
- Location
- Rochester
- Reviewing
- Virgin Media
- Date
- 2015-09-28
- Comments
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150Mbps package delivers 1Mbps service and 400ms ping. Customer service advised I should be happy I'm not getting 0.5Mbps, said there's nothing wrong with this performance and refused to fix. I miss BT Fibre, I couldn't move it with my house but it was vastly superior broadband compared to Virgin Media.
- Location
-
- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2021-03-07
- Comments
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I signed a contract with Virgin media in September and since them I noticed that the speed is mostly very low that in the online meetings, I am the only one whose internet cuts regularly. I am afraid that due to this poor service, I may lose my job. I called several time to their customer service and they did nothing. Indeed their customer service is terrible. When I said I would like to cancel the contract, I was told that I should pay the cancellation fee. How come I should pay for a poor service!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-02-07
- Comments
-
Had nonstop issues with virgin promise this promise that. Endless phonecalls of frustration and no outcome. Ive canceld in the end and now my internets gone down from 60/100mb to 3mb in the 30day notice
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2019-06-24
- Comments
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So many problems with them, first they charge me for something I never been use. My land line was broken so I can’t use it , but I found out about it after couple of months. Always used mobile phone for calls so actually not need land line but that time it was the cheapest option for broadband so I chose it. I talked with service they send 2 x engineers and I get new connections from box to my house. Then I asked for getting my money back for land line calls, coz someone been connected to my line. My mistake was to not check direct debit payments coz I truly believe thats situation not exists to be connected to someone box!! Very big mistake from my side! And Up till now I still waiting for my money back!! I don’t remember with how many people I was talked but only today it was 6 persons and 3 hours on the phone!!! I have all proves they collect money each month instead taken it from my extra credit for mistaking charges! So I hold on payments and what’s happened?? They disconnected my box! Worse service ever I had in my life... thats my scores for big and strong company Virgin media! I want give a 0 points but is no option for it!! Terrible. Now is no point to take broadband coz soon we get 5g speed on phones don’t need anymore land line with unlimited share, you can do whatever you want!
- Location
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- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
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Beyond abysmal. Customer service truly terrible.
Regularly cut out for hours at a time. When applied for money off bill for not being able to do job during this time no discount on bill given.
Not worth it. While the speeds look the fastest in the area, the reality is very different.
- Location
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- Location
- Camberley
- Reviewing
- Virgin Media
- Date
- 2017-07-17
- Comments
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Never even think of joining this company. With so much wrong information given by different customer service agents, some of whom can't speak good English , I finally had enough of the poor service hence cancelled my contact. Although it has cost me over £200 it is such a relief to break free from them.
We have also returned their equipment and still getting threatening reminders to charge us another £120 if we do not send it back.
What a waste of time company
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-25
- Comments
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Liars and cheats. Disconnected me and continued to take my money. Avoid this scam company.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2020-11-18
- Comments
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stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
- Location
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- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2018-05-29
- Comments
-
Very bad place, didnt even get my virgin installed, twice they told me i will be getting it installed and they never done it, very very very unreliable never going with them again!
- Location
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- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2018-07-16
- Comments
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Absolutely dire!!!!
Decided to go with Virgin media after being bombarded with leaflets for 2 years.
Engineer didn't turn up and then I'm told there's a "blockage" that won't be fixed for 8 weeks.
Told them I wanted to cancel and had to argue for 20 minutes to cancel an internet subscription they couldn't even provide!
- Location
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- Location
- Twickenham , London
- Reviewing
- Virgin Media
- Date
- 2021-03-18
- Comments
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I got a contract for 18months because the price was really good. But in the end, it seems to be more expensive.
When I initially started the contract, I asked what would it happen if I cancel before the end on the 18months. They said I could move my services to the new flat or cancel paying a disconnection fee of maximum 50% of the current monies left.
Well, now that it is happening is another story. I have 6 months left. They cannot supply internet where I go (Brighton, odd). And basically they are saying: one month needs to be paid to have the services on until I leave which is understandable. That is £23.95.
But the following 5 months the disconnection fee is £106.38, which is £21.27 per month!! Nearly the same I am paying to have the service!
On top of that. It is impossible to speak to an agent on the phone. Every time I want to speak to an agent I need to spend 15-20min chatting to a machine, and then depending o the issue an agent would appear, which replies every several minutes. I never receive clear information, so confusing. I have spent literally 1 hours chatting to cancel my services. And I still need to send the router to them to avoid a fine.
Summary. Never getting Virgin Media again.
- 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
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-23
- Comments
-
Been with virgin for about 1 year just over now and I've had nothing but problems with them! I'm also with virgin broadband and that's just as useless. Always struggling for a signal. My phone says 3G 4 bars and it still can't get a signal. It's just useless. I'd get further if I didn't have a phone. The WIFI is always kicking me off then struggling to reconnect if I can even detect it. Signal is weak even when it says full signal 3G. Really don't recommend virgin media. Expensive! Unreliable! A total waste of time and money! I'll be surprised if they have the signal to upload this!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-20
- Comments
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Avoid Avoid Avoid! Awful and dishonest customer services. Called to disconnect the services and been confirmed they will do so, received debit collect letter months later and found out I was still charged for bills. They denied the call despite I provided the calling record, several complaints sent they just ignored. Case now almost 2 year and still in dispute. Be careful with them
- Location
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- Location
- Camberley
- Reviewing
- Virgin Media
- Date
- 2017-07-17
- Comments
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Never even think of joining this company. With so much wrong information given by different customer service agents, some of whom can't speak good English , I finally had enough of the poor service hence cancelled my contact. Although it has cost me over £200 it is such a relief to break free from them.
We have also returned their equipment and still getting threatening reminders to charge us another £120 if we do not send it back.
What a waste of time company
- Location
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- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2020-10-17
- Comments
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I have 1year contract with VM M350 only 1month left to get rid of this horrible exp. With them... and never more Virgin Media.i have speed from 0.32mbps to max 35mbps that is around 300/350 mpbs that i should have. Plus drop off each day.. i contact them 100of times and last think left is to wait to end my contract and share my bad exp with this scam VM
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
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Totally frustrated with the broadband service despite multiple complaints and call outs. It's now worse than ever. Nothing ever seems to get resolved and stuck a contract till March 2018. Disgusting that they can still take my money despite requesting refunds for the poor service. If I can find a way out early I will. Wouldn't recommend.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-01-15
- Comments
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What a truly terrible experience. 1 star is FAR too generous. Their help lines keep you waiting ages, you keep being passed to another department (and having to queue again), they say they will email and don't, they don't have an email address anywhere that you can write to, they have no online chat capability, if you have been talking for someone for more than a couple of minutes they end the call and leaving them is made extra difficult.
PLEASE PLEASE save yourself an appalling experience and use any other provider. You have been warned - because you will regret.
- 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
-
- Location
- Harlow, Essex
- Reviewing
- Virgin Media
- Date
- 2019-01-18
- Comments
-
They want more money for a dangerously incompetent service. The quicker the UK Government stops pretending they 'understand' them snd check the disgracefully low tax that Virgin pay after theft from the customers the better.
- Location
-
- Location
- M6 8PA
- Reviewing
- Virgin Media
- Date
- 2015-10-18
- Comments
-
Very disappointed with current service, reliability is low, speed is no where near 100mbs due to issues at Virgin which leaves me constantly with buffering or internet connection errors when trying to watch Netflix, Amazon and play games on the Xbox.
- Location
-
- Location
- Tonbridge
- Reviewing
- Virgin Media
- Date
- 2019-08-15
- Comments
-
I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
-
Terrible customer service and misleading product information.
- Location
-
- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2016-10-06
- Comments
-
I switched from Sky ... and now realise what a big mistake I made. My phone line is dead since 1 month and broadband not working since yesterday. Called up several times (from my mobile phone as land line dead) and was told broadband will be up in running in couple of hours. After waiting whole day called up again at 23:15 and was told the issue would take up to 1 week. I have told them can't do without Internet as my daughter has to do her homework online. I will contact Virgin tomorrow and try to cancel the contract.
- 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.