4,684 Customer Reviews over 118 pages
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- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
-
very very poor customer service
They make all the effort to charge you extra. My contract finished and VM kept charging me saying it is my responsibility to inform them about my contract ended. They put me on new contract with increase price without my consent. How on earth someone forcefully implement their new cost without acknowledging customers
very deceitful
- Location
-
- Location
- Surbiton London
- Reviewing
- Virgin Media
- Date
- 2020-01-08
- Comments
-
Worst experience ever. This company is a nightmare . I am now forced to pay premium price for premium speed of 350Mbps , what I get is 6Mbps , DON'T FALL FOR THIS , IT IS NOT POSSIBLE IN THIS COUNTRY TO HAVE CONSTANT SPEED OF OVER 350Mbps , ok ,it happens due non peak hours , but then drops drastically in the evening to the level so bad even basic apps like facebook are not working smoothly . There is no one to help . Customer service help line sends you to India where people are lovely I agree but they have no idea what are they doing and they are simply not able to help you even if they want to . YOU WILL BE STUCK WITH RUBBISH NETWORK SPEED AND YOU WILL HAVE TO PAY OR VIRGIN WILL DAMAGE YOUR CREDIT RATING - YOU HAVE BEEN WARNED !
- Location
-
- Location
- Surbiton, Surrey
- Reviewing
- Virgin Media
- Date
- 2022-11-15
- Comments
-
Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. on 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. unfortunately we are unable to send our crew today". Next available date 28-Nov.
Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough
- Location
-
- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2016-04-11
- Comments
-
Poor customer service my emails were down and i could not get hold of a member of staff. This has happened over 5 times this year and nothing has been done to fix the issue.
When i did get hold of someone they said that my account didnt exist and i was with TalkTalk which i am not! Just a very bad experience all together and regret that i ever got an account with them
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-02-18
- Comments
-
Constantly having to call virgin media to sort out our internet and tv! Bills constantly rising even though we have problems with the Internet at least once a month!
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-11-13
- Comments
-
I don't usually leave reviews but the service provided by Virgin Media has been terrible from start to finish.
I have no idea what I did in a past life to deserve this level of punishment, Micheal really outdid himself when he designed this torture scene in the good place.. Working from home means you rely on a wifi provider and right now I'd rather live off universal credit.
We first opened our account in Nov 2019, the wrong start date was set internally leaving us without a router for over a week, we then received our router & TV package; with the wrong cables for the set up we have in the house. We waited over an hour to speak to their support service (pre-covid) to be told that the correct cables are definitely in the box & they couldn't help, in the end I had to use livechat to send a photo for someone to finally confirm it was the wrong wiring.
The Television box itself is very slow and becomes unresponsive often. Speaking with the team at virgin they say to "empty your downloads" - We had no downloads - and then they would check there is no faults, according the virgin there never was a fault so they wouldn't help.
When our wifi occasionally started to drop out we where told very similar things "there's no fault" "It must be your device" etc, well funny that 8 different devices can throw up the exact same issue.
Upon our contract coming to the end of the first year we got offered a renewal price of over £60 for a service we paid under £30 for! I called and asked for their best price and they said £58 was the absolute best. I got the exact same package at talktalk for £25 so called back to cancel and all of a sudden they offered us the exact same package for £28. If that was offered at first then MAYBE I would have considered it but having spent hours waiting on hold to be told an entire bunch of different rubbish by virgin media I decided enough was enough.
After cancelling Virgin I was still stuck with them for 30 days, during this period my wifi speed dropped from 100mbps down to between 10 and 20 mbps.
I'm glad I'm no longer with this money hungry service.
- Over 1 hour wait times outside of covid-19
- Almost 2 hour wait time inside of covid-19
- Webchat for support is incredibly glitchy, you get refreshed out, the wait time displays as 1 second even though you'll wait over an hour.
- Service is slowed after cancelling
- Random additional charges of £1 - £5 added to your bills with no explanation.
- Try at every cost to con you into paying above the odds
- Online portal doesn't work for half the pages, you cannot look at prices, update details etc.
Honestly terrible company.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-06-11
- Comments
-
We had problem since beginning and even we call them at least 10 time our problem with poor signal was not resolved
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-06-23
- Comments
-
Have been a happy VirginMedia customer for years, mainly I would guess as I have n't changed anything with my service. Having moved and expected to simply transfer my service to my new house I feel totally let down. I have now had 4 scheduled visits (the last one was a no show despite lots of texts checking to make sure I was in). I have now been without internet or phone service for a month. On Friday I gave up and signed up with BT. An engineer called today to lay cables (something VirginMedia seem unable to do). I have an appointment to install in a couple of days. Virgin Customer Servive have been useless - not even able to explain why the engineer did not turn up. Even the CEO's office failed to get back to me despite promises on my escalation. The VirginMedia tweeter congratulated me on getting another appointment after my no show when my appointment was re-scheduled to 10 days later!! Talk about missing the point
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-05-25
- Comments
-
When it works, the speed is good, however, the connection constantly drops, very unstable. When you call 151 to speak to the help desk, you get through to an Indian call centre, who are very polite but never manage to sort your issue out. When an engineer is booked to come out, you have to wait days, which means days if no internet which is frustrating when my TV, heating/hot water, phone, mobile, and laptop all rely on an internet connection.
AVOID VIRGIN LIKE THE PLAGUE, I definitely wouldn't recommend them to anyone, except my worse enemy that is!!
- Location
-
- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-03
- Comments
-
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-04-25
- Comments
-
@virginmedia waiting for a technician to install super fast broadband since January- keep getting rebooked and then get cancelled appointments …super slow and super rude customer services!!
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-01-27
- Comments
-
oh my goodness Virginmedia , in simple words Terrible service and hidden hefty fees , they treat their customers as fools. I wouldn't recommend this to anyone.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2014-11-17
- Comments
-
Appalling service with virginmedia. The broadband is so intermittent it is impossible some days to use laptop. This has been an issue since May 2014. We have had engineer out who replaces hub set top box etc and have been advised to increase speed but no improvement. It is one nearly November Virgin customer care have kept telling us this will be sorted it's a cable fault from them but it is so intermittent. They really don't care at the appalling service. We need this for business and were planning to set up a business account with them but after the standard, or lack of , the customer care over the broadband will not be doing so.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2021-08-03
- Comments
-
The only thing consistent about Virgin is how god-awful their broadband is. Random cut-outs that can last for hours, internet speeds so pathetic that I can't load videos when in the same room as the hub, and a signal strength so blindingly garbage that if you dare take your phone to the kitchen with you while you make lunch you'll soon find yourself questioning about a decade's worth of life choices.
God forbid you have any hobby or job that requires consistent internet. The only good thing to say about Virgin Broadband is that it makes for a good verbal punching bag at parties, if small talk is your thing. Consider dial up before Virgin's disgrace of a service.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2022-05-09
- Comments
-
Speechless.
Virgin Media are in breech of contract, they cancelled our services without our consent because someone else has managed to create an account using our address. Possible fraudulent activity. 30+ phone calls to all their different call centres. Letters sent. SAR's requested. 6 weeks with no internet or TV services. Early disconnection fee charged - £180+. Complaints made and not recorded or actioned. The UK customer service rep today was SO rude to me, and was actually the worst and least progressional and most manipulative person I have ever dealt with in my life.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2018-08-25
- Location
-
- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2015-05-11
- Comments
-
I thought Talk talk was rubbish so decided to transfer to Virgin a month ago. Well well, believe it or not, Talk Talk service is 5 star compared to Virgin Media. No contract has been sent despite numerous promises, the package price keeps changing all the time, I think I have no other choice than to cancel my inexistant "contract" before they come to do the installation and get stuck with a company full of useless people. Very disapointing...
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2021-02-18
- Comments
-
Dont believe the hype! You pay for 100mb and very rarely get it. Constant dropouts throughout the day, connection cant even do zoom which I now do using 4G.
Then theres the customer support. An hour AT LEAST every time to speak to someone in the Phillipeans.
I changed from Plusnet for the speed upgrade but going back as soon as I can
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
They are cheats and liars - I've had download speeds of 0.44MB/s on a 50MMB/s service! When I've complained, they explain that infrastructure works are causing a few problems to a few people - though they don't admit that on their website. Oh, and by the way it will be like that for the next 2 months... I'm still with them because of the hassle of changing my email address, though it's now time to quit I think....
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-09-01
- Comments
-
Run Run Run away from pathetic service provider, don't look back
Needed new installation, run away from this pathetic service provider.
This company, their support staff(online, phone) are bunch of jokers, doesnt have basic sense, they dont keep your appointment and make you spend hours with and quitely disconnect.
My experience:
Ordered new installation on July 10th, were supposed to install on 4th Aug, there was no update till I contacted on 5th Aug to asking why not installed, after waiting on the phone hours, they gave 31st aug as day of installation and thought they will not miss second time and had canceled my existing contract. 4pm on the day of installation no update, I couldnt believe it was such bad service provider it is, spent hours on online chat to tell me I should contact installation team, spend 4 hours with 5 different people from morning, these bunch of ethics less jokers keep you on hold and disconnect silently after 1+ hrs.. left with no internet.. moving to new provider...
If I had option to rate negative, I would....
Look for some other provider even they don't provide same speed as Virgin, its not worth an hassle with these a**ho**s
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2014-09-25
- Comments
-
Always cuts out, We never get 60 mbps unless we call up virgin and they literally boost it up to 60 which proves that they are controlling our dl speed and are making it poor on purpose! The download speed is normally 5 or 10!
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-07-05
- Comments
-
Broadband is useless. Comes and goes. Landline call charges are through the roof. Customer service are the most dreadful ever. Waited for 40 mins to speak to someone only to be transferred 5 times to end up back at the start some 2 hours (yes 2 hours) later, and never did get anywhere/resolved. They don't speak nor understand English very well and read from a script. Anything not on said script and they don't have a clue - hence the continuous transferring of your call. I get random bills for sometimes over double what I agreed - yes, I need to leave but cant face their customer services to do so! DO NOT SIGN UP TO VIRGIN!
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
-
Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.
I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable
Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else
ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
- Location
-
- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2018-06-06
- Comments
-
Unfortunately I renew my contract on last October. Agreement was £30 a mounth but last 7 mounts twice I payed £30 the rest was between £35 to £40 without usage . The worst thing is customer care agent is like having fun with you. They are so rude and only one i could talked to manager and i could not believe his immature behavior. Do not go for Virgin Media.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-05-18
- Comments
-
Have never had a worse experience with customer service, but every time I had to communicate with Virgin I have been, to put it gently, frustrated. Even after I have cancelled my contract, they are still insisting I pay a disconnection fee I was clearly told I wouldn't have to pay hence why I made the decision to terminate the contract. Even after I proved I was told this with a voice recording of the phone conversation they say the fee is still valid.
If you value your sanity, please avoid Virgin Media. Problems with connectivity forcing contact every month for two years.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
-
Avoid at all costs!!!
I canceled my contract. After that, you get bombarded with calls asking you to come back. I foolishly accepted such an offer because they offered me to change my mind within 30 day. This is what I did and within my original cancelation period as well. But unbeknowst to me, this had pushed back my cancelation period by a month, so know I had to pay £67 pounds even though I had already new internet from a different provider. Oh, and the second cancelation did not actually get through (despite it being on Whatsapp), so I received another bill and I had to wait for over 4 hours to finally chat with someone about this who then unhelpfully suggested be could do nothing about the delayed cancelation.
In other words, do not touch this company with a ten-foot pole. Their interest was not better, faster or more stable than any other provider I have ever used, so there is really no reason to not save yourself a lot of headache and stay away from Virgin Media.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-06-26
- Comments
-
Terrible broadband speed. Terrible TV service - very slow box and guide. Terrible customer service. Cancellation fees apply and they refuse to reach any agreement with you to pay monthly and now threaten to put in the hands of debt collectors. Won't help at all because "I am no longer a customer". Steer clear of this company.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-02-18
- Comments
-
After more than 12 years of being a loyal customer with continued price rises from £30 (for TV, broadband and landline) to currently at £58 across all three services, I am calling it quits with Virgin Media.
Recent weeks have seen erratic and multi-hour (even multi day) disruptions continue. Measley compensation of £8 (for every day's loss of service) and resigned apathy from client service agents convey a company culture that is not bothered about customer service.
As I rejected with the aggressive price hikes associated with my previous contract with Virgin Mobile, I am now doing the same with Virgin Media.
When I announced my intention to leave today, they offered me £2 discount on my current package compared to the comparable £44 package that Sky has offered me (saving £14 every month). The costumer retention team didn't even bother to try to match it. Loyalty does not pay with Virgin Media.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-08-18
- Comments
-
This company is a pile of S***. AVOID. Do not deal with. I signed up for 12 months no issues and broadband was good. Getting out of this was another matter. I have been with another provider for 3 months, and my services were cancelled at the start of June. I am being chased for payments since then even though acknowledged over the phone there have been errors, no one calls me back to resolve, I have to call back every couple of weeks (wasting 2 hours plus each time) when I get chased on debts with threats of debt recovery companies. I will avoid this company for the life of me and will advise everyone I know to do the same. Not worth the headache. Wouldnt wish bad for anyone but this is one company that deserves to go under. Complete utter rubbish. Avoid if you know whats good for you.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2018-06-03
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-06-16
- Comments
-
I am based in Guildford, Surrey and have been with Virgin Media for more than 8 years. Was happy with them for first 4 years, now increasingly dissatisfied with increasingly frequently downtimes, price hikes, with limited performance increases (despite promises after promises of 50MB speed upgrades).
I have not switched, but am on the verge of finding viable alternatives.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2021-03-15
- Comments
-
I was planning to leave Virgin Media in October, than after talking to their dedicated team we have agreed a deal. After a few months I have realised that they were charging me for totally different amount. I complained on the 21st of January and they said they will investigate it. I have been waiting since than. I have called them today and been told that the complaint is still open and somehow they can not see the deal they offered had been accepted therefore they can not honour the deal. If you can't see any deal achieved why would you keep a complaint open and keep charging a higher amount? Totally unprofessional and unreliable . Stay away !
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-07-31
- Comments
-
As an enthusiastic new customer I agreed to the pre-installation site visit. No one turned up. I called to reschedule. A date was set. No one turned up. As a special gesture a visit was set up for the Sunday prior to Tuesday installation. No one turned up. In every case I've had to chase Virgin. I've spent hours on the phone and received nothing but platitudes. Will Virgin turn up on Tuesday to install? I know what my money's on!
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
Fast and reliable broadband. Would recommend.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-07-29
- Comments
-
Signed up in December, paid line rental saver, this wasn't allocated correctly into the account so paid it again in July, they charged an additional £20 as the cost had gone up and without telling me said that the new line rental saver was only available for use from July for 12 months, effectively making me pay for 7 months extra that won't be used as my contract ends in 12 months. Despite making attempts to pay the balance over the phone and there being confusion on the account caused by Virgin Media errors and over an hour on the phone later *Amy* hung up the phone to start the process over again. Landline wasn't installed correctly so left without service for 6 months no offer of compensation. Possibly one of the worst customer service experiences I've had.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
Shocking - simply the worst provider - 0 customer service. In today's age of reviews you would think they would put some focus on this. Indian call centres following process books that are from 90's customer service. SIMPLY REFUSE ANYTHING THEY OFFER AND ESCALATE UNTIL YOU GET THEM TO TALK SENSE. Branson... not your finest venture
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2018-08-06
- Comments
-
Appalling customer service. To get through the automated phone service and speak to a human being when there is a problem is almost impossible. When trying to explain a horrible situation that had occurred today when my husband called a number that turned out to be a scam, the call centre worker could barely grasp English, then had the cheek to say "let me explain to you dear". When I told her that it is not acceptable to call a customer "dear" in this context, and asked for her name, she terminated the call!! Thank you Virgin, I will now take my money elsewhere.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-11-27
- Comments
-
Have been with VM for over 30 years
Most USELESS Broadband Company on the planet.
No one answers their 150 or 0345 numbers.
Have lost money trying to upgrade my package because of their rubbish website
Son at Uni and wife on Furlough so need a stable Wi Fi
Yet 3 complaints logged and still no one answers the phone
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2014-01-03
- Location
-
- Location
- Surrey UK
- Reviewing
- Virgin Media
- Date
- 2020-05-12
- Comments
-
i have been conned! - false advertising at it's best - I THOUGHT I was buying 200MB/s download speed Broadband but once you go through about a dozen pages you find that your wonderful 200MB/s download speed is in fact about 12MB/s at best I have had 36MB/s - really really slow - really bad false advertising and when other users are online at home then it's even worse - DO NOT BOTHER BUYING VIRGIN MEDIA - You have been warned.
- 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.