4,684 Customer Reviews over 118 pages
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- 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
- Crawley
- Reviewing
- Virgin Media
- Date
- 2015-02-04
- Comments
-
Worst broadband i ever used after upgrading the SPEED still the internet is so slow that if you try to open 1 page it will take at least 20 mins to open,i given them the call but still everything is SAME,really bad service,i paid monthly for their services for NOTHING,complete ZERO
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
-
Their customers service is the worst every - on call now for 30min because broadband is not working and still on hold.
Never use Virgin if you can help it
- Location
-
- Location
- Warminster
- Reviewing
- Virgin Media
- Date
- 2015-12-14
- Comments
-
Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2019-08-09
- Comments
-
I wouldn't give one Star! Avoid these ( if not already a victim). The Broadband is awful, been like it for months on an off, after a large number of complaints I get no help! All they care about is payment. I have Cancelled 3 TIMES! And still not honoured! These really are crooks and need looking into.
JUST AVOID!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-10-24
- Comments
-
Promising promises at the beginning when you sign a contract. Then everything goes wrong.
Since the first week of my 12 months contract, I had an issue with the broadband. I was making written complains and had to call them for the first 2 months. The broadband was unstable, cutting me off the internet constantly. Some evenings, when you come back after work back home, you could not use the internet as there was an issue with the signal (Virgin has admitted it). And that lasts for weeks. I never received compensation for that ether can't use internet for days but they charged me for the full amount even thou I ask for the partial refund). After few first months of beeing with Virgin and having an issue with the signal, they don't even bother to send the engineer to check my connection, to check the router or whatsover to solve this.
After 2 months of everyday complains by me, they send me an email explaining that there is nothing wrong with the internet and that I have a right to seek an advice by the independent company.
So I decided to just wait for the end of my 12 months contract and look for another broadband provider.
The instructions on how to end the contract are not clear on the Virgin website. It says that if you have a 12 months contract, you don't need to do anything, just give them a call at the end of your contract. But when I called them, they say that I need to give them 30 days' notice. Which wasn't advertised. They suggest me to read the fine print.
More issues raises with my last bill. When I gave them a 30 days notice, I received the bill for the full month (because I was late with my notice, the amount should be for 21 days, not for 31 days of that month). So I called them again. I've spoken with the customer service, and the agent agrees with me and she promised to me that the final amount will be recalculated and sent to me. Which I never received. Just before the disconnection of the services, I have received the same bill again (of £44.50) plus the bill stated that my next bill is on the way for the amount of £96. Now that is ridiculous.
I called them again... the agent this time ensures me that this is a mistake and that they will correct the bill and will send me the next day. The very next day I have received a bill for £96 instead of £30 (because £44.50 was for a full month from 1st till 31st. I used services from 1st till 21st, the amount should be ~£30. That what agent agrees and ensure me). So instead of £30 once again I received the bill for the amount of £96. THAT IS TRIPLED! And that is after the correction?!
I am still fighting for my rights at the moment!
My suggestion - avoid Virgin media by any means, there are better broadband providers than this. The customer service is pathetic. The broadband is pathetic as well. Been using many different providers and Virgin is one of the worst ever!!
If you in a similar situation - don't be afraid to fight for your rights!
You can ask for professional help at resolver.co.uk
Do not trust empty promises before you sign a contract. You will be hooked and will never receive a services that you were hoping for, the customer service is careless. Always trying to overcharge you by any means.
Do you know that last year Virgin media raised £2.8 million just for overcharging their customers? Think about it!
AVOID BY ANY MEANS - you have been warned.
- Location
-
- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2020-02-19
- Comments
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They are disgusting. They have no customer service and when a problem arises it’s a nightmare to fix it.
Can’t wait to look for another provider
- Location
-
- Location
- Dover, Kent
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Comments
-
Abysmally poor. I never even got my broadband connected in the end. They sent an engineer, only to find there was no line outside my house. I was told this would take two engineers and I would have to wait 12 weeks. I then called and asked to cancel my account. The incredibly incompetent people they have answering their phones promised that two engineers would be sent the Friday of that week to do an install. I took half the day off work (unpaid) to ensure I would be there. They sent one engineer who was unable to connect the the line. He queried this and, yep, a 12 week wait for the two engineers. At this point I cancelled my account and they had the sheer nerve to ask for a £240 early disconnection charge. For a service that was never even connected! Thankfully, I persuaded them to drop this charge. I then went with a different provider and was online a week later. Since then, Virgin have sent out two engineers (who were sent away), contacted me as a 'valued former customer' and, the day before yesterday, sent me a text to expect more engineers tomorrow! To do work on my non-existent line! This company is just a joke. The people on the phones lie to you and don't know what they're talking about. The woman I spoke with about getting a line connected (who was supposed to be organising the engineers) asked me if I had a green light on my router. Well, no, because it wasn't connected to anything! Just avoid them completely.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-11-23
- Comments
-
the place to find true incompetence and terrible customer service. My email and webmail have been down since 11 November. each call to customer service is 30 minutes - they can't fix it, and the referrals they make to technical support and the complaints team never come to anything. Dreadful company!
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2020-04-18
- Comments
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Endless problems.
Was charged £100's on home phone that i dont even have.
Have had 18months of horrendous internet, cant hold a skype call even by the router but Virgin wouldnt let me leave my contract.
Terrible customer service and internet connection.
My friend is a manager there and says Virgin are really struggling financially and technically.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2024-03-07
- Comments
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I have been a customer for 11 years (despite the unsolicited annoying quarterly calls to try and up sell me something). My contact ends in a month and the deal I want is ‘for new customers only’ with the offer to me (11 years loyalty) almost double! Time to go - what an awful company to deal with.
- Location
-
- Location
- Arnold, Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-06-24
- Comments
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Shocking broadband supplier. Internet has been poor for months so uploaded to 200m Speed made no difference, can’t even stream a song. Online help is useless just sends you round in circles. Ring customer service & they try to send you round in the same circle as online help. Arranged a home appointment with a technician, first thing he said was we don’t guarantee connection or internet speeds in the house only for what they send to the hub. Was given WiFi boosters to help, no change. Piss poor!
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-04-03
- Comments
-
An awful experience!
Worst customer service ever! How do they stay in business?
- Location
-
- Location
- London ,Woolwich
- Reviewing
- Virgin Media
- Date
- 2020-08-02
- Comments
-
Customer service to rude and try tricking you. Cancellation is not possible as you call to people who don't listen you at all.Cost unbelievable for the same speed as other providers do.End of my contract will move to other provider.Virgin is worst company in UK.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2020-08-20
- Comments
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An absolute joke of a company. As new customers we were exploited by the companies incompetence. Our installation was pushed back by 4 weeks, 1 week after 2 weeks of waiting, then a further 3 before we cancelled. After asking numerous times about the issue, we were given the vague reply of 'technical difficulty' and it took speaking to 5 different members of staff before we got an answer. They continued to pass us onto other members of staff in the hope we would give up and not cancel. The texting service is also very unreliable and the staff are extremely unhelpful. I have 0 intentions of ever getting a service from Virgin Media now and will discourage friends and family from choosing them over literally anybody else in the future.
- Location
-
- Location
- PORTADOWN
- Reviewing
- Virgin Media
- Date
- 2019-02-12
- Comments
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i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
- Location
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- Location
- Keighley
- Reviewing
- Virgin Media
- Date
- 2019-07-19
- Comments
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After years of utter rubbish broadband services and price increases I decided to leave and what a relief the best decision I ever made , when I was with virgin media I was constantly getting losses of services and always getting price increases and whenever I tried to leave VM the VM customer convinced me to always stay stating there services can't be beaten your getting A+ grade service compared to all other suppliers and guess what I joined another broadband supplier and never had any loss of services it just goes to shaw don't trust this evil money grabbing company who don't care about loyal customers
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-11-14
- Comments
-
Completely unusable between the hours of 6pm and 12am.
Having called numerous times, the problem is described as 'over utilisation'. Basically, these money grabbers have over sold the service in the area and cannot offer the speeds we pay for between peak hours, therefore restrict it to an unusable bandwidth.
The result - extremely stressful evenings trying to get a webpage to load.
Want to stream the latest episode of your favourite series? Impossible.
I would not recommend this to my worst enemy!
STAY AWAY!!!
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
-
Hopeless!!!!!!!!!!! signal always dropping; never performed anywhere near the speeds advertised; customer setvice is horrific, always told promised return phone calls which never happen, utterly dissappointed, leaving virgin but will be requesting compensation along with writing a complaint to the financial ombudsman
- Location
-
- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2017-08-08
- Comments
-
We called up today to cancel our monthly subscription service as we are moving soon. This took an HOUR and TEM MINUTES. Absolutely ridiculous. Only because for some unknown reason we were transferred and put on hold on 7 different occasions with the same things being asked and us getting nowhere. We feel like they are doing it on purpose. Why is it not an option to cancel the subscription with the first person we talk to? But so easy to get a subscription? Waste of time and not even fast broadband to be honest. At the end of it we still have to pay a charge and it is safe to say we will not be using Virgin Media again and we will be telling every single one of our friends and family about this atrocious service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-11-04
- Comments
-
If you are thinking of using Virgin Media - trust me, you will live to regret it. They hiked our internet prices up to an extortionate amount - just cancel the contract I hear you say! The problem is you can't cancel the contract. Firstly, they inform you of the price after the termination date has passed, so you've already been scammed into paying for at least one month. Secondly, Virgin Customer Service is beyond disgusting, they make it impossible to contact them. You can't email them, and trying to speak to someone on the phone will cost you over £20 in charges - and they will not do what you said anyway. We have spent 3 months, and over £50 on calls telling them to cancel our service but each month they take nearly £50 from our account. Ofcom needs to close these scamsters now!
- Location
-
- Location
- Christchurch Dorset
- Reviewing
- Virgin Media
- Date
- 2017-12-26
- Comments
-
The worst broadband reliability ever. You can never get hold of an expert and service drops out every day. No one knows whats happening and always want to transfer you to someone else. Household dont need more than 25mbs so the 70/100/300 are rediculous
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-04-21
- Comments
-
This is an intermittent problem where the broadband goes down. The last time it happened, it came back up within a few hours. Most recently with the same issue, phoned Customer Services (based in India) twice. The first suggested a server or power issue but wasnt aware of a problem but assured me that it would be resolved in 4-5 hours. 12 hours later, my second call was with an operative who constantly put me on hold several times (while I was in mid sentence), only to inform me that she had no update regarding the problem and asked ME if she should book a technician visit. Extremely poor service from Virgin, even worse that their customer service is based in India and I am actively seeking another broadband supplier never to return to Virgin.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-04-27
- Comments
-
Virgin's High speed broadband service has left me with severely low expectations. Would not recommend any of their services to anyone, not even someone I hate. It is bad!
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2023-05-22
- Comments
-
DO NOT USE VIRGIN MEDIA - THEY'RE RUTHLESS
I was with Virgin Media for just shy of 10 years for broadband only. I moved house in October 2022, and despite all the calls I made, and all the emails I sent to disputes, they still maintained that I hadn't cancelled. This arduous dispute continues on to this day.
The first amount was for £125 in Feb 2023, which I just paid thinking this was the final payment just to get them off my back. How stupid I was. Approximately 3 days later I received another bill for £30.30. I told the debt companies straight away that I wasn't paying it. I hadn't lived at that address for 4 months at that point.
Eight months later and I've been contacted by at least 3 debt companies for £30.30!! One will close down my account and Virgin sends it to another, and so the cycle continues.
I would call Virgin to cancel and they told me to email disputes, so I emailed disputes and they told me I had to call. I spoke to at LEAST 13 members of staff and none of them cancelled for me. I would email disputes and they would basically ignore whatever I said, deny that I had cancelled and tell me to call up. When on the phone waiting to speak to Billing, the call would ALWAYS be dropped. I have wasted hours and hours of my life on this.
I've just had ANOTHER call today 22/05/23 from the first debt company, still asking for £30.30.
It's absolutely disgusting how this company treats you when you try to leave.
Stop asking me for money that I don't owe!!!!!!!!!!!!
You're not getting one more penny from me you bullies!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
-
What a terrible company - I can see several negative reviews here but the company doesn't really seem to care - regulator needs to get involved at some point as consumers are been taken for a ride. I have been with Virgin media for few years - the company almost doubled on monthly payment recently. I have been trying to reach the company for almost 2 days but after almost an hour hold and "passing game" the call just gets disconnected. They will make you go through hell to disconnect. Terrible terrible experience!!!
- Location
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- Location
- Banstead
- Reviewing
- Virgin Media
- Date
- 2018-09-30
- Comments
-
Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
Price increases at least once a year for a declining diabolical service.
More money, less speed.
Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
Also get rid of Usain Bolt off the TV and reduce our bills instead.
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Comments
-
Never ending issuse with this provider for nearly 24 months. Always promising service will be fine but always the sane issue. When we said we were considering changing providers because of these extremely irritating issues customers services told us to go ahead and change. Worst broadband service I have ever received. I get better speed and reliable connection from my 4g mobile phone. Virgin should be ashamed customer services are pathetic and need to learn the meaning of customer service.
- Location
-
- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2021-04-23
- Comments
-
Customer service is non existent, they do not do what they say they are going to do, bills are exorbitant for what they provide, basic broadband is worse than Sky and more expensive. By far the worst of the big providers by a country mile.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
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Frankly if I could give zero stars I would. Virgin media are the scum of the earth, they steal any money they can and when confronted simply ignore you and delete all evidence that it happened. Virgin will not receive a single penny from myself or anyone I know, no matter what they threaten me with. The customer service is laughable, any concern we had was dismissed, including the fact that they have stolen £220 from me to date.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-23
- Comments
-
Virgin broadband is the absoloutley WORST for 1. The customer service may aswell be on existent because they speak or understand little ENGLISH, meaning they can never resolve any issues you have or compensate you in any way! My internet was OK, about 2 years ago since then constant problems since the start of this year I rang up around July they told me it would be fixed in my area in October, I ring in October to see why it's still RUBBISH he tells me September it will be fixed !! Now we're in November and the internet is unusable !!' My upload speed being 0.50 and my download 0.15 !!!!! It's unbelievable how virgin charge me £40 a month when I have NO internet ?? They are the worst provider out the and the customer service tops it off, absolute joke of a provider so sign up to virgin if you want to be ripped off and bad internet.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2017-04-26
- Comments
-
Absolutely pathetic and unethical service. They carry out works without even informing the customers. No one is ready to listen and absolutely illiterate customer service reps. Even the technical engineers don't know any solution except restarting the router ! Will never ever subscribe to Virgin Media and would advice others to stay away from this scam.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-11-28
- Comments
-
Worst , I genuinely mean it, the worst customer service. I have ever dealt with, ever I’m the Uk. It’s so terrible it’s scary and strange that they are able to get away with con and no action Despite all the negative reviews not one Positive remark and despite that they do nothing to rectify . I ersonallly in north London am facing a nightmare since April 07 . No phone line (ever) , pixilated tv and poor engineers who don’t care . Don’t use this company
- Location
-
- Location
- Nelson
- Reviewing
- Virgin Media
- Date
- 2018-02-10
- Comments
-
Never will I use virgin again, everyday I was having to phone customer service because the internet wasn't working or going so slowly I was pulling my hair out and then when they sent a engineer out he broke the bed when moving it because he lifted it from the end yes it was a old wooden bed but it wasn't broken until he moved it. When we phoned up to complain they sent a manager round to look at the bed who told us the engineer had told him I had moved the bed which I hadn't had it was to heavy for myself to move it. They blamed us
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2018-02-23
- Comments
-
Several text reminders that an engineer is visiting today between 1 and 6pm, seemed well organised, ..... I was here for 8 hours no bloody engineer..... rang up customer services, yeah he’s running late maybe he’ll be there at 7...... cheers for the update virgin
- 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
-
- Location
- b
- Reviewing
- Virgin Media
- Date
- 2009-11-28
- Comments
-
Reliability poor, Promised upto 20Mb, but still 10Mb. Cust paying more for L package and get same speed as M cust. Indian call centres are a joke. Poor english, lack understanding, read from scripts..... why do they pretend to be called 'David' or 'Simon' ... to make us believe they are in uk? Complete joke.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-15
- Comments
-
Starting to think Virgin are literally the most cancerous service on the planet. Signed up for what I assumed was 12 months of internet and WiFi access. Turns out I signed up for a ‘fibre optic’ potato incapable of reaching within a 10m radius. Not to mention the fact the internet itself must be run by one hamster in a wheel at virgin HQ. Every time a mouse dies from exhaustion the internet dies for 12 hours a day (that’s roughly one death every few days btw). I don’t know where all these ‘awards’ they’ve been winning have come from. Assuming they just ordered a sticker book from China and stuck lots of gold stars on their packaging. 1 million % changing next year
- Location
-
- Location
- Bournemouth, UK
- Reviewing
- Virgin Media
- Date
- 2015-09-28
- Comments
-
Normally I won't write a negative review but I am just utterly disappointed and frustrated!
Spoke with them 4 times in 4 different days with a least 5 different people on average of 25 min and every time absolute no adequate help or even information!
As students we ordered Virgin Media 100MB package,but we received a 50MB one. As mistakes happen this is fine. However, when we called the next day in order to do a simple upgrade but they kept transferring (because nobody knows what they are doing) the call to different people and at the end they asked us to call the next day. This was fine as well. We called them as instructed and ware transferred again to at least 3 people and all of them just keep saying 'Yes, of course, no problem, but let me transfer you' at the end the last guy just said 'sorry no it won't be possible'. When we asked why we didn't get any explanation.
As we were sure that his colleagues said it will be possible to do this simple upgrade (of course we would pay more), we called again. After explaining all over again and speaking for 21 min they said they will call us. They did call us and said there will be no problem and that we are going to receive an email and we have to restart our router. However, as days have past we haven't receive anything and of course the internet is still 50MB.
It is just that everyone tells you different things and because none of these people can do their job properly they just keep transferring you. This is a ridiculous customer service!
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2019-02-17
- Comments
-
Absolutely rubbish, it goes off every week, customer service is a joke.
Take my advice save yourself stress of calling them every week and getting fobbed off by them DO NOT GO WITH THEM.
- 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.