4,684 Customer Reviews over 118 pages
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- Location
- Sussex
- Reviewing
- Virgin Media
- Date
- 2021-05-23
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2017-01-10
- Comments
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I'm more the 7 years whit Virgin media ,but now is the worst speed which I get from their 50 mb super fast broadband I barely get to my bedroom and they state they got broadband for 29£ on internet but this service doesn't exist.
But the most disappointiment came when one of there agents calls me to offer me Tv ,stupid me I agree for 3 £ a month ,but they are include phone as well which I didn't give permission to do it .The story end when they charge me 100£for phone disconnection.Becarefull people they just try to overcharge you whit there installation ,uninstallation fees
That's my last year whit them can't wait to finish my contract !!!
- Location
-
- Location
- SUTTON
- Reviewing
- Virgin Media
- Date
- 2019-09-09
- Comments
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My broadband wasn't working, and the Virgin media website doesn't show any issues reported so I called Virgin media customer care they informed me that there is a network issue and it will be resolved in 24 hours. Issue still exists even after 4 days. Interestingly every day when called the customer representative they are telling the same story. I have requested to connect me to a manager, but they didn't do it. They have mentioned that the manager will call me back. I am still waiting for the service issue to be resolved and also still waiting for the manager's call.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2015-09-21
- Comments
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I am very dissatisfied when it comes to virgin media's customer service and helpfulness to existing customers.
I have referred a friends but at that time virgin was not having their finer optic in the locality and just a month after they went through back channel communication and did a deal without paying anything to me.
But i am satisfied with their broadband and tv package although it is costly comparing to others. But when i though of going with virgin mobile, on their most of the link they say they have special offers for existing customers but when i called them up they did not offer anything. It is the same price which is available to anyone in the market.
I don't want to do bargain by treating i will dis-continue with them right now, but surely will not do next contract for sure once the current is over. It will be only because of their too poor customer service and no offer of existing customers.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2018-05-17
- Comments
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My package £33 a month. End of contract they charged me £80..... and renew after 2moth again they charged me £80. I wasted my money, time and stressful. When phone to them strange excus! End of this year will cancel and never ever use this robbery company. Another users please check the your bank statement every month!
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2017-04-29
- Comments
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We're leaving Virgin after 14 years as the service has dipped over the last couple of years and we're now paying through the nose for poor service. For two years they kept me on a 30mbps service despite telling me they had upgraded my line, but that was adequate for my needs. The biggest problem is wifi has become unreliable over the last 2 years. I'm frequently having to reboot the router and often find myself tethering to mobile instead. I expect the router hasn't't kept up with home tech but despite repeatedly calling CS for help, they never offered to upgrade it. Virgin Media only offered a new router the day I phoned to cancel, but by then I'd already signed up to a new broadband deal at close to half the price. Staying loyal to Virgin has cost me a fortune. Now that I'll have an OpenReach line (which everyone else uses) into my house, I'll be in a better position to review regularly and stay on the best pricing.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
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Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2019-08-02
- Comments
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Total **** inc there even worst customer services avoid like the plague at all costs
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2019-04-12
- Comments
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Virgin called me to offer me TV channels at £2 extra cost per month since I was already paying £50 per month for Broad Band. The Virgin Representative specifically told me; there will be 0 installation costs, 0 setup costs, only £2 extra per month.
Then they charged me for installation, I called to cancel it but it was too late. I explained that I was told 0 installation charge and hoped the call was recorded.
I was told that they would investigate, never heard anything since and the Box they installed doesn't even work properly, the TV picture skips every few seconds.
Record your conversations with them.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2018-02-14
- Comments
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I have had 5 service outages in the past 17 days, totalling 40 hours, and when I phone Virgin Media they cannot tell me why their network keeps failing or whether it is likely to keep failing in the future. The "service" has become so unreliable as to be completely useless and I am now simply deciding whether to move to BT or Sky.
- Location
-
- 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
- sutton
- Reviewing
- Virgin Media
- Date
- 2018-01-23
- Comments
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My phone is not working for the whole day .Last month and before my broad band was not working .The service is unsatisfactory for the money I pay every month. If I am not compensated for the loss off service. I intent to go to another provider as my contract finishes next month
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2023-08-01
- Comments
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I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. 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? On top of it the staff was offering discount like a chariity or alms.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2017-05-16
- Comments
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Never had a worse experience with a provider in all aspects. First month with them i had the slowest internet speed which must be a breach of the contract as i have 200 speed!!. Was told i would get a 50% discount, then didnt, so called back and was told they would listen to the call and get back to me in 7 days, NOBODY DID. I had to call again after 3 weeks and chase and there were no notes on the system and apparantly they do not listen to calls after i was told they do and now i have to write a letter
DO NOT GO WITH THEM - SKY IS BETTER BY A COUNTRY MILE
Customer service is extremely poor and you are passed around to other teams as nobody wants to deal with the issue.
- Location
-
- Location
- Sutton coldfield
- Reviewing
- Virgin Media
- Date
- 2016-03-15
- Comments
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I am so disappointed! Got the the speediest option available from Virgine and so slow! It's drives me mad , every page loading 20secs! That's nonsense I just don't understand what I am paying twice more, compare to other providers. Just waiting for bloody contract to end.
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- Virgin Media
- Date
- 2014-12-19
- Comments
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Virgin Media just don’t seem to want me as a customer. They can’t, or surely they’d make some effort to complete the installation they started nearly 3 weeks ago. During most of which time, I’ve been without either telephone or broadband, because, of course, my previous provider disconnected my service, at Virgin’s request.
Apparently, Virgin need permission from the local Council before they can carry out my cable re-pull. And they need to give 2 weeks’ notice to the Council. Which I guess they did, as I had to wait over 2 weeks for my engineer appointment. Of course, the engineer never turned up, but I suppose I should thank Virgin for the minimal effort they made to contact me, just the day before the engineer visit was due, to inform me that he now won’t be coming for another 4 weeks. Which means I’ll have been without any service for a total of 6 weeks.
Why is it going to take 4 weeks now? Something about the poor Council being a bit overworked around Christmas time, apparently. Not Virgin’s fault at all, oh no. And no, they couldn’t possibly contact the Council on my behalf, to see if they could speed things up a bit. And no, they can’t really provide any more detail so that I could maybe chase it with the Council myself. But yes, they’ll certainly e-mail the nice lady in the Construction department, who’ll no doubt phone me back, even though she failed to respond to their previous e-mail; I’m sure she’ll manage it this time, if she’s actually in the office of course, though if she isn’t, it wouldn’t really be the done thing for one of her colleagues to pick it up instead, sorry.
The lovely people at Virgin Media do pick up the phones quite quickly, I’ll give them that, although they don't seem able to resolve any but the most trivial issues; never mind, they’ll gladly pass your query on to someone else, who may or may not respond (Kay in the Construction department, I’m talking to you.) And you can tweet them as well, obviously while you're at work, as you’ve no internet at home, but unfortunately the Twitter people just refer you to the aforementioned telephone advisers.
I could go on, but I have already, at some length. You get the message: do not attempt to give Virgin Media your custom, they probably won’t want it.
PS. The people in their billing department are quite good, though, they’ve managed to bill me already for my non-existent service. Employees of the month, no doubt.
- Location
-
- Location
- Sutton Greater London
- Reviewing
- Virgin Media
- Date
- 2017-08-13
- Comments
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Broadband largely works and is of a good speed. The Wifi router provided has an average distribution but doesn't fully cover a 2 bed flat. customer service is awful - The Tivo Media 2 box is awful. Pulling 30mb down but can't run netflix or any OTT TV service apps or internet based players. also painful GUI feels dated and full on Virgin advertising. Customer service shocking still paying £19.99 for a phone line that doesn't work or exist - How do I get broad band you ask? I don't know - neither does their engineers it is a mystery.
- Location
-
- Location
- Sutton in Ashfield
- Reviewing
- Virgin Media
- Date
- 2017-01-31
- Comments
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I took out an 18 month contract with Virgin for TV, broadband and landline under the impression (from ads etc) that they were a good company.
It was really important that I had bt sports included in my package since my boyfriend is an avid football fan and we would very rarely ever use any of the other channels. I made it very clear on the original call and they said it would be fine.
It took a while for them to eventually come and install but we immediately found out that bt sports hadn't been activated. I called virgin and they said they couldn't understand what was wrong so had to send another technician out to have a look all while leaving my bill at the exact same price. 2 weeks later, the technician came out he stood in my house for roughly 3 minutes while I explained what was wrong and he couldn't understand why they had sent him, it should be a simple fix over the phone. I again rang up and they fixed it there and then. I asked them what had happened, they claimed that I hadn't requested bt sports on the original call, so I asked them to listen to the call recording, which they conveniently claimed they didn't have. They refused to reduce the cost of their services considering the hassle they not only caused me but they also really annoyed their technician. I have however had an increase in my bill every few months.
I have recently had it pointed out to me that our internet is very slow. To me it seemed normal because that's what I'm used to. I checked my contract and I'm paying for the 50mbp as constantly and proudly advertised, so I ran a speed check, I'm currently running on a maximum of 4mbp and have been for at least the last week since I've been checking it on a regular basis at different times of the day. More than likely it has been the same since the beginning of the contract. Virgins answer is that it's probably a fault in the area, which after looking on Facebook, it seems to be the answer they give everyone. So now I've got another technician coming out to me.
I've asked if I can cancel my contract but they won't let me as I still have a few months left. My only way out is if this technician finds an issue that is irreparable.
I now basically have the choice of sticking it out to the end or at least a £100 cancellation fee. I thought that they would understand how badly they've dealt with me and just let me leave on the best terms possible. Apparently that's me being naive and expecting too much.
- Location
-
- Location
- Sutton Surrey
- Reviewing
- Virgin Media
- Date
- 2017-05-20
- Comments
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We were promised an awful lot from a "salesman" for Virgin, including a Galaxy tablet free, that we never received, a continued land line, that we never received, a quicker & better broadband, that we never received, BUT received a customer service that was appalling, which we actually didn't ask for.!! As the land line is attached to my partners business it could have lost us a lot of money, so staying with the faithful, no problem SKY, that we have been with for the last 10 years, and when the land line is sorted out, we will be back to normal. Happy Days.
Be careful what broadband bed you choose to lie in......
- Location
-
- Location
- Sw
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
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There should be an opposite of stars for this company.
All the profits spent sending the stupid muppet into space!
Broadband is useless if you need a stable connection WFH. Drops out constantly, losing connection if on a remote network.
Customer service is a joke. Impossible to speak to an actual person
Off to BT
- Location
-
- Location
- Sw london
- Reviewing
- Virgin Media
- Date
- 2017-01-29
- Comments
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Hardly ever worked, there was a fault on the broadband for 4 months, then worked for a few weeks but the signal was weak and guess what....no internet again today because there is another fault. They don't notify you when there is a fault either in the hope you don't notice and they can fully charge you got a service they don't provide.
You are better off with another provider...
- Location
-
- Location
- Sw London
- Reviewing
- Virgin Media
- Date
- 2023-10-02
- Comments
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Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
- Location
-
- Location
- SW LONDON
- Reviewing
- Virgin Media
- Date
- 2018-04-06
- Comments
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This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
- Location
-
- Location
- SW11
- Reviewing
- Virgin Media
- Date
- 2019-11-14
- Comments
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Thieves, and rude on the phone (sarcastic customer service representatives)
- Location
-
- Location
- SW18
- Reviewing
- Virgin Media
- Date
- 2016-03-07
- Comments
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Just adding my review to the growing and shameful list of poor reviews.
I've been with Virgin for 4+ years, but steadily the speed has been decreasing. My "60Mb/s" service in reality is 3-4Mb/s in the evenings or weekends i.e. when you need it.
I've had months of phone calls and the response has been the same - it will be fixed "next month".
I'm tired of it - the issue being stuck between a rock and a hard place - Virgin 'super fast fibre' or BT copper ADSL.
What is disheartening is seeing Virgins false advertising about it's reliability or speeds when it is clearly no better that it's competitors.
It seems obvious that rather than limit the number of users signing up to Virgin in order to maintain quality of service, Virgin would rather stack them high, have churn and milk their customers for as long as possible.
What is appalling is that the only communication from Virgin is a recent letter advising our charges will be increasing.
Such a shame Virgin.
- Location
-
- Location
- Sw20
- Reviewing
- Virgin Media
- Date
- 2019-06-05
- Comments
-
Switched recently from Talk Talk - biggest mistake ever. Broadband is much slower and costs more. In fact it’s so slow, I can’t even do a speedtest. Particularly annoying when trying to work from home. I wish we had objective and accurate information, before switching.
- Location
-
- Location
- SW3
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
-
Virgin Media's customer service is so bad I would strongly recommend that no one considers purchasing their broadband through them. I categorically have not had such a terrible experience in my life. In two weeks it will have been 6 months since I purchased Virgin Media and still I do not have it. The amount of contact I have had during this process has been appalling including not informing me of cancelled installation days - leaving me sitting at home for not reason at all. It is just not worth dealing with this company.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2015-06-03
- Comments
-
When it actually works the service is reasonably ok usually get around 5-10mbs of the 100mbs we pay for. But the problem is the service is constantly down and when it does go down customer service is less than useless and the fact you have to pay a premium rate for the call to the have your time wasted makes it all that mich better.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2014-10-22
- Comments
-
Student at Swansea university, in a house with 5 others, virgin seemed the perfect choice of broadband provider so we could all be online at the same time when we needed to do assignments or for streaming video. The service (when it worked) was fine, fast enough for all 6 of us. I'd signed up to a 9 month student contract. Once this device period was up, and we'd all moves out however, the next months of food money had been taken from my bank, and they were still billing me. After querying this via their online email form (as there is no way you can actually email someone specific and their phone lines are always full of people complaining, or closed), the explanation I received by what I can only described as a barely readable and and lazy reply was that I was now on a rolling contact became I did not call them to 'cancel' by services. My contact states a minimum service period of 9 months, and no where did I agree to any longer when I made an account online. I was not aware you had to give notice to 'cancel' and contact that was supposed to run out anyway! I replied to them with this, and was ignored.
I felt I wasn't valued as a customer, that I was being exploited as a 'young naive student', and now they are hassling me for bills issued from when I wasn't even resident at the property. DO NOT USE VIRGIN. Customer service like I have never revived before - non-existent.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2019-12-15
- Comments
-
Recently changed as speed was becoming worse. In this process I realised they had tied me into a two year contract at a much higher price without my knowledge or agreement. Whilst making an enquiry back in May the virgin employee had locked me into this. Looking at other reviews on the Internet it seems to be a common problem recently. Since complaining about this Virgin has lied to me (by their own admission) and not responded at all to my complaints. I no longer trust this brand.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2019-10-27
- Comments
-
Virgin your having ha laugh, iv been loyal to you for 9 years, well its time i left now.
"We" entered into a contract, having taken the person's name date & time, the price you gave me for 12 months has apparently not been noted so you have been taking £10 a month more out of my account tgan what we agreed.
Told you i will leave when my contract is up and now you want me to enter into another contract for £4 discount, so i will leave as soon as im able and will not reccomended your service..!!
- Location
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2014-09-30
- Comments
-
Virgin are so terrible. so far we have been with them for about two months and have called to complain about the terrible service maybe 5/6 times but nothing has been done. If we are lucky we have a working Internet connection for a whole day but usually it drops out every few hours or runs at dial up speeds. I usually end up having to just use my mobile data which is way faster almost all of the time (not provided by virgin).
- Location
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2013-12-11
- Comments
-
Virgin media are an a joke, I signed up for another 12 month contract because they promised me that my bill would be no more than £70 a month but my bills are always at least £15 more than this. Im always phoning them up complaining about how high my bill is and thats all I get is "why dont I downgrade". Why should I downgrade when they promised me that it would be £70 a month and decide to charge me more. I cant wait till my contract has ended they can shove it where the sun dont shine as far as im concerned
- Location
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2017-08-31
- Comments
-
rude unhelpful staff, after being with them over 5 years costing me approx £6k . on leaving them and owing just £40 which i paid 2 weeks late because i was out of the country they bad on my credit file - repossession critically in arrears which is still on there 2 years later ........ i have phoned them and still no joy , totally ripped my credit score apart ... avoid these if you value your credit score .......
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2019-03-18
- Comments
-
Terrible customer service. I rang to discuss my terrible speed. 20mb download and 2mb upload. The lady told me this is fine and if i dont like it to go with bt. Safe to say i will be taking her advice. Never ho with virgin. Terrible terrible terrible
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2024-03-15
- Comments
-
Overcharged
Recently moved home and took virgin media with me from previous home. Since then charges have been coming every month with my bill and Virgin media don't seem able to explain why.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2017-07-12
- Comments
-
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
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2016-11-01
- Location
-
- Location
- Swanson, Wiltshire
- Reviewing
- Virgin Media
- Date
- 2017-08-05
- Comments
-
VIRGIN MEDIA, TAKE TAKE TAKE used to be good but not these days. If you phone customer service at night you get through to people in the Philippines where you can sometimes hear children talking in the background, among other things.
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2022-12-07
- 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.