4,684 Customer Reviews over 118 pages
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- Location
- Teesside
- Reviewing
- Virgin Media
- Date
- 2018-04-23
- Comments
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Nothing much to add that hasn't already been said by previous posts. Broadband is fine, while it is working, regular connection loss for periods ranging from 5 minutes to 18 hours.
Customer service is, sadly, disgraceful, and occasionally difficult to understand, which doesn't help matters.
The price we pay, for either standalone broadband, or as a package, should really entitle everyone to a decent service standard, which it seems a lot of people do not receive.
My advice, for what it's worth, if you're looking for a broadband provider, Virgin Media should be your last resort, read these posts, heed the warnings and save yourself the stress and hassle.
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-08-14
- Comments
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Anyone else had to go a month without broadband? I moved house and transferred my account. Sadly the cable didn't work and visit after visit was unsuccessful in fixing it. The 4th visit is now scheduled so fingers crossed. Nothing like taking time off work, long frustrating phones calls, and no internet for 4 weeks to bring it home the Customer comes second. They are doing the best they can is what they tell me. Hope you read this before you get tied in to a contract.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2018-06-23
- Comments
-
paying for 100mb actually get 30
keeps going off intermittently .have to reboot hub daily due to problems
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2018-06-14
- Comments
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Even though we have been pleased with our Virgin packages for over 20 years, we find it rather sad that they are not prepared to match a price offered from a competitor site even though we have been a loyal and prompt paying customer for so many years. If that is the way Virgin treat their loyal customers then shame on them. We noticed that a new customer can get a good deal though!!
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2023-10-24
- Comments
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Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.
- Location
-
- Location
- telford
- Reviewing
- Virgin Media
- Date
- 2017-05-08
- Comments
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The company appears to a dislike to doing their job and its a nightmare trying to get them to do their job.
I decided to try virgin, I paid for the installation and a date was agreed, I canceled BT and waited. On the date, they were due to come and install the super broadband. , they then tell me they can't do it as there is no cable in the street and I'm looking at a further 6 weeks. dismayed that they left it so late I canceled. Fortunately, BT was a little more professional and sorted me back online same day.
Virgin then says that the installation payment would be refunded, well, a number of phone calls and being passed about as well as being put through to departments that were not there, after 9 weeks I'm finally being told its on the way...we wait even more.
if they just did what they said they would. then maybe it could be a different review
can not recommend at all
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-09-26
- Comments
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For sure the worst place ever was waiting for nearly 3 months for installation six times said they was doing it. The installation team are rude they constantly put phone down on u very leading new what they was doing I had took total of six days of work money I'm not gonna get back left to tell me they wasn't coming or couldn't do anything to the same day or day before and the fact send me messages telling me to be in the house everytime had to cancel in the end all that time was wasted I used to like virgin but gone down drain big time lately WORST PROVIDER OUT THERE
- Location
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- Location
- telford
- Reviewing
- Virgin Media
- Date
- 2016-05-01
- Comments
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since upgrading to a different package I have never got the broadband speeds they say I'm getting and charging me for, when asked about it they said that the so called super hub 3 is not available in the area yet a relative in the same area code (04) who is in the next street from me has!!!, avoid these cowboys like the plague, they are false advertising and not abiding by their own contract
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
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Paying for high speeds , only achieving 17mbps internet been erratic or non igsistant for several weeks . Will be looking for new supplier
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-12-05
- Comments
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Probably the most shocking and disgusting customer service I've experienced in my life. I phoned up to cancel my subscription because they had hiked it up to £90 a month for basic broadband, phone and basic tv, and the guy on the other end of the phone accused me of using "enough broadband of a family of four to use" when I'm only here two days a week and evenings ... He then called me a liar and thought he could switch it off twice before the date it was due to end despite the fact I had paid for it.
He then went on to say they wanted to equipment back and were sending bags out despite the fact customers pay for the equipment themselves and there isn't any claws stating they have to have it back, or that there would be any charges in the contracted agreement. I later discovered through talking to open reach engineers this is a tactic that they use often, to scare subscribers into staying or keeping their old equipment long enough that it isn't worth anything.
My advice to all, despite deals they may offer you avoid virgin media as if it was the plague. Not only is their service disgusting but their broadband is awful with download speeds dropping to 0.1 MB at times (and yes I did complain and yes I tried everything to improve it). They'll hike the price up eventually anyway to the point you might as well go climb Jacks magic beanstalk and fight the giant for the golden egg, because that's what you'll need to afford these daylight robbery prices.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2024-03-05
- Comments
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Attrocius customer service! Terrible Internet for the price paid. Router they send can't accept more then 10 connections, keeps disconnecting and has low range.
- Location
-
- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2019-01-23
- Comments
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I was with Virgin for a number of years and a reliable payer of services and loyal. I have two teenage sons both of whom have naturally increased their internet use over the course of the years I was with Virgin. Both are gamers both like to stream movies, what teenager doesn't. That's where the issues started with this all singing fancy broadband (they claim) Firstly the signal off their VIVID 350 and the Hub 3 is at best weak in upstairs rooms, then add to this the way they apply the fair use policy which involves limiting speeds to below snail pace at weekends when you need it most of all and you get a below standard expensive service.Virgin claim unlimited downloads at high speed, what they don't tell you is they will restrict your service if your a high end user. Now I only found this out when I was leaving Virgin as the girl on the phone let slip that we may have been restricted because of our usage. We were finding 3 weekends out of four the internet seldom worked never mind being restricted and when it was working it was desperately slow.What I find highly amusing now is that the female customer services rep in their cancellation department arrogantly suggested that our use would be subject to restrictions with all other service providers. well here's the thing, I have been with BT for two years now and not only can I get a good signal from their hub all over the house but I also haven't been subject to fair use policy and my lads have only increased their use as have I. Do not touch Virgin if you expect to do streaming and online gaming. If you don't believe me re fair use then check the small print before you sign up for a package and you will see subject to fair use policy.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-11-02
- Comments
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This company does not even deserve a rating! They have done nothing but rip me and my partner off for our money and cause us so much stress for our first home! I can't even begin to express how angry and apaulled I am with the service I have been provided!! They offered us a great deal for when we moved into the property of under £50 a month... only trouble was that we paid £120+ each month because they could never get it right!!! Brilliant thing was ... they couldn't refund it!!! It would cost me more money each month ringing around banks and getting approval to bounce these payments back!!! Then I'd have to again use my own minutes to call virgin media back to make the payment manually!!! After nearly nine months of stress and bad service from them I spoke to the manager who was the only one who has the decency to apologise and offer me a cancellation FREE OF CHARGE!!! Which I was happy with and agreed!! But no!! It was free cancellation was it? This rip of company rang me 2 and a half months down the line after cancelling saying I owed them money for the cancellation!!! I will never go back to this company and I will never recommend them to anybody at all!! They are nothing but money grabbers and I hope they get shut down!
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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Customer service lies, they do not have contractors who will set up the line on time. The contract was signed in July, but no one has installed the cable yet. They wanted to charge me twice the monthly fee for a service they do not provide. The complete lack of control in the company and the incompetence of the management prove the problems they have. I think you are not fit to peel potatoes and you want to sell the Internet. They lied to my children who were waiting for the Internet Update 5.11.2023 Internet still not connected, they sent me bill 87£ with extra charge for unpaid bills. Claim with citizen advice office already done.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-03-08
- Comments
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horrible customer services, liars, so expensive
There used to be good times with virgin but they have too many clients now and they do not know how to look after them
- Location
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- Location
- TF1 5FE Ketley shropshire
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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at present we are running at 0.96mb should be according to the blurb 80.0 sadley lacking
- Location
-
- Location
- Thames Ditton
- Reviewing
- Virgin Media
- Date
- 2020-08-14
- Comments
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Dishonest in several ways. When they hiked my price last year I decided to leave then they gave me a deal to keep me. On 28th July I got an email saying basically no price increases until December as they were helping our with Corona virus. Then my bill came in and its gone up by £20 per month.
couldnt phine so used their chat. in essence they said the email didnt include the incentive , and re reading it , it was very sneakily and ambiguously written . They are offering new customer an even lower price. Then the agent said al other providers are increasing their prices . That is just not true .
This is not my first experience of dishonesty from Virgin media . Only stayed with them to avaoid the hassle of getting BT line in for conventional broadband.
The service to resolve this is very slow and time consuming and then no resolution. I shall be moving. Avoid this company if you want to be treated with loyalty and honesty. One other issue was that techincal issues took a long time to fix. 2 weeks in one case .
- Location
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- Location
- Thamesmead. SE London
- Reviewing
- Virgin Media
- Date
- 2018-08-25
- Comments
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Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
- Location
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- Location
- Thatcham
- Reviewing
- Virgin Media
- Date
- 2018-02-15
- Comments
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Again twice today my broadband has gone down. This is a regular occurrence. Can't wait for next price increase and I'm off. Virgin media are unreliable.
- Location
-
- Location
- The vanilla unicorn
- Reviewing
- Virgin Media
- Date
- 2019-11-28
- Location
-
- Location
- thomas
- Reviewing
- Virgin Media
- Date
- 2022-11-20
- Comments
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Horrible horrible service the broadband pretty much doesn't work so if you're thinking of registering to this broadband DONT DO NOT DO THIS obviously unless you want to throw money away and pay for nothing
- Location
-
- Location
- Thornaby
- Reviewing
- Virgin Media
- Date
- 2014-10-11
- Comments
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We've been with Virgin for years. We have only suffered a few occasional service drops and they have been rectified pretty swiftly too.
We only had tv and internet with the until we. got a phone call on Monday offering us the latest router if we took out a phone line, too. It actually worked out £20 less each month, so we went ahead with it. They arrived today, hooked everything up, and tidied up when finished too.
I couldn't be happier with the service if I'm honest.
- Location
-
- Location
- thurrock
- Reviewing
- Virgin Media
- Date
- 2015-06-10
- Comments
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They SUCK.ABSOLUTLEY TERRIBLE these people have no regard for their customers wish i'd gone with another provider.I'm tied to a 100mb package and the download speed is nowhere near that.Customer service is useless , they just try to fob you off.PLEASE PLEASE PLEASE STAY AWAY.Do yourselves a favour go with another provider.Oh and did i mention they SUCK.
- Location
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- Location
- Thurrock, Essex
- Reviewing
- Virgin Media
- Date
- 2015-07-12
- Comments
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I.have been a customer for years and have fibre optic connection, the reliability of the service has become a concern for me. The Superhub speeds are very slow compared to fixed line. Ringing them everywhere at present to sort issues. Will be looking fo a new service provider shortly as even having problems writing this review.. Wifi speeds down to 1mb often yet fixed is 50mb.
- Location
-
- Location
- Tilbury
- Reviewing
- Virgin Media
- Date
- 2016-11-02
- Comments
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The worst experience i ever had! We sign contract for 25£ and after 10months charged 37£ and now have started to charge more than 40£ per month... the internet doesnt work properly! When i went to the store and asked about that nobody wanted to talk with me! The excuse was: "im selling and dont know anything else"!
Why nobody said that one day they will start to charge over 40£ just because they want to do?!? Why i didnt hey any email about that?! Very dissapointed, i would never recommend it for anyone else!
By the way, if i want to cancel i have to pay 200£?!? And yes, my contract is for 18months, but it also is for 25£, not for 40£!!!
DONT SIGN WITH THEM!
- Location
-
- Location
- Timperley
- Reviewing
- Virgin Media
- Date
- 2021-08-31
- Comments
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My mother in law called to renew her contract after her husband had recently passed away because she needed to change the name on the account and manage finances. After agreeing still a ridiculously high price they proceeded to send her a bill with new customer fees included. When she rang to question it, baring in mind she has been a customer for 20years they said well she’s now classed as a new customer so the fees were applied, she questioned this as she was never offered the new customer offers which were significantly lower. The response was well we are a business - if you take the higher price than we don’t offer the lower prices. Disgusting behaviour from Virgin Media, i will also be cancelling my account now!
- Location
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- Location
- Tipton
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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Have been with Virgin Media with 8 months now and the broadband has stopped working 3 times now, and every time we call they say someone will come after 1 week to look at it which is pointless. I have the 50mbp fibre optic broadband but at the moment it is nothing highest it goes to is 10. I am fed up with the broadband turning off and working slow this is really bad and annoying and Virgin media are not really helping to understand or do something quicker for us.
- Location
-
- Location
- tipton
- Reviewing
- Virgin Media
- Date
- 2018-06-28
- Comments
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had no broadband and telephone now 4 months and no one still not been to fix it just keeps making exuses rubish customer service just keeps putting you off had my payments for over 20yrs they not bothered wouldnt recomend virgin media to my worst friend
- Location
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- Location
- Tokyo/London
- Reviewing
- Virgin Media
- Date
- 2016-10-11
- Comments
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DO NOT USE THIS COMPANY FOR BUSINESS BROADBAND. Absolutely the customer service around. They completed a site survey 2 months before the installation and told us everything was fine. On the day of the installation, they cut our BT line cutting out our internet (they promised they wouldn't do this) and then did not show up for the installation. It has now been 2 months and we still don't have internet. We are a travel company bringing tourists from Japan to London and the internet is essential for our business.The have left our office useless leaving our staff to work from home. They just do not care. One area of the company does not speak with the other. Do not use!
- Location
-
- Location
- Tolworth
- Reviewing
- Virgin Media
- Date
- 2019-12-14
- Comments
-
Have been a VM customer for over 30 years when they were still Blueyonder.
for last 3 years they have really been unhelpfull and USELESS.
Wi Fi and broadband is non existance at weekendsand the tech support is CRAP
- Location
-
- Location
- Tonbridge
- Reviewing
- Virgin Media
- Date
- 2019-08-15
- Comments
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I am paying for over 70Mbps I get ~15Mbps virgin are rubbish and are very expensive!
- Location
-
- Location
- Tonbridge, Kent
- Reviewing
- Virgin Media
- Date
- 2023-01-01
- Comments
-
Avoid Virgin Media. Awful company. Took 4 months to install broadband and they still charged us while it wasn't working. Spent 20+ hours speaking to their customer service team on numerous calls to get it sorted. Still chasing compensation now. Please avoid. You don't need this BS in your life.
- Location
-
- Location
- Tooting
- Reviewing
- Virgin Media
- Date
- 2018-05-09
- Location
-
- Location
- Tooting Bec
- Reviewing
- Virgin Media
- Date
- 2019-04-25
- Comments
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DO NOT use Virgin Media WIFI - we have signed up and the day after our two week period in which we were free to cancel the contract ended our WiFi instantly became terrible. Do not choose.
- Location
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- Location
- Torbay
- Reviewing
- Virgin Media
- Date
- 2020-11-30
- Comments
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Virgin media used to have excellent customer service once. Now it’s just an unmitigated disaster. Don’t expect any help whatsoever and certainly don’t expect to have your issues sorted to any degree of satisfaction. This is what happens when you sell a perfectly good company to the Yanks. The expression piss up in a brewery comes to mind.
- Location
-
- Location
- Torbay
- Reviewing
- Virgin Media
- Date
- 2023-10-23
- Comments
-
After the last year of repeatedly rebooting system, we have given up with this company. So called customer help line is a totally waste of time. You might as well be speaking to a brick wall for all the help they give. They make promises that are never kept, send the wrong technician as they call them. Who when arrive know within seconds they cannot help the customer. The whole street knows what the problem is but VirginMedia will not deal with it. It’s out of date cables that have been damaged underground. Well we are voting with our wallets we are going with your more helpful competitors. We had the whole package at £150 per month with you. Bye.
- Location
-
- Location
- torquay
- Reviewing
- Virgin Media
- Date
- 2015-10-13
- Comments
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Today I had the kahuna package installed. From my experience I have had I think anyone thinking of Virgin media should think again. I left Sky TV thinking I was getting a good deal, and I regret it. I had help and consideration with sky, but Virgin are the worst company I have ever dealt with. Their engineers disrupted my existing terrestrial TV reception and the company refused to send them back to rectify what they had done. Now it will cost me to supply an TV engineer to correct their mistake. What with promising me the wrong discount and their different promises I can only say keep away from Virgin media if you want a stress free life.
- Location
-
- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2022-10-25
- Comments
-
Not even worth 1 star to be honest. I’m a new customer (1month in) and I’ve been without a phone line, broadband or tv for three days now. Incredibly difficult to get through to a customer service operative and when you finally do, you are fobbed off and/or cut off. The worst customer service experience I’ve ever had. Problem is still not resolved. Do not sign up to Virgin Media, it’s a total waste of money and time. I’ve had BT, Sky and TalkTalk in the past and they were all far superior. Really regret signing a contract with Virgin.
- Location
-
- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
-
To however care. I'm with Virginia media 12 years so far i was very happy but from September last year everything has change I was moving houses and the issue started. First, my installation was moving every month.i was hopping that is gonna happed this month but again has been moved to till 16 of march. So far I'm waiting for the installation over 6 months. Plus when I request for a free dongbel from person from pre installation team. He said yes so and he put me on hold for 30 min and he hangup how rude. So I wasn't sure if I will have that FREE dongle or not. Next day I'm calling to pre installation team again. Lady tald me that person put information to the system but never been send. A week later I'm receiving email from Virgin media to pay 100£for item which first meant to be for free and never even have been posted. Lady from pre installation team said that she will cancel that transaction but 1 week later money was taking from my bank account (good job that I block that transfer). My point is that I spend (waist)almost 20h my time talking about my service which should be done few months ago and item which I never have received and never been posted. Also I request to speak with menager and this is also impossible ( is there any) I've been putting on hold and later people where hang up on me by or I've puting through to random person and they them hang up how rude and unprofessional. It's just a joke. Can someone give some explanation.
- Location
-
- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2017-07-31
- Comments
-
Dogpoo. Service iffy at best. Cuts out regularly, patchy when it does work. You get a bit late with your bill and they slap £10 on. Scumsuckers and money-grabbers.
- 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.