4,684 Customer Reviews over 118 pages
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- Location
- Tottenham
- Reviewing
- Virgin Media
- Date
- 2018-02-22
- Comments
-
Had them for a couple of years because they were the only fibre option available at that time ...
In a 12 month cicle, they are good for 1 month after every renewal ... And overpriced rubbish for all other 11 months.
- Location
-
- Location
- totton , southampton
- Reviewing
- Virgin Media
- Date
- 2009-10-23
- Comments
-
i pay for 20mbps but only get from 12 to 15mbps and if its peak time only 6 to 10mbps not good or happy :-(
- Location
-
- Location
- Troon, Scotland
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
-
Virgin cabled my street a year ago. Their box is in my garden.
My installation date was agreed as Saturday 8am - 1pm. At 3pm they called to say it wouldn't be happening because they didn't have a permit from the council, and the council isn't open Saturdays.
Also, the cabling company do not work Sundays or Mondays.
They couldn't give me a new date or time, but I was advised to call back on Tuesday 8am. Called 3 times throughout the day. It's now 4pm and no information available for me.
Nobody is in charge, and nobody cares. Can't tell me when it might be installed. The worst possible start for a customer who signed up for the maximum bundle + 300Mb broadband. Currently I have no TV and no Broadband provider, as Sky and BT quite competently cut me off as agreed yesterday :(
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2017-02-06
- Comments
-
Virgin broadband is the worst I have been with.the speed is slow the service is poor and customer service is disgusting. I would never recommend virgin to anyone. Chose them at you peril.
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
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Before I moved house I checked that all services were available in my new location, yes, so I booked my move with Virgin. Phone, broadband and TV. Contract arrived with all three. Engineer arrived and said that the phone was not on his worksheet, despite being on mine. He would have to reschedule. A week went by and I chased Virgin for a date. And was told, we can't install a phone at your address as there is insufficient space in the local connection box. Now, if this is the case Virgin are guilty of misleading advertising, fraudulent selling of a contract and an engineer who either told me a porky or didn't know himself. I eventually got to speak to a man in the moving department who has arranged an engineer to come and have a look, not necessarily to fit. I have told Virgin that if they cannot provide a line they can cancel all services and compensate me. They are so keen on deal making that they do not check on area availability. Really disgusted with their service.
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2019-04-08
- Comments
-
Virgin Media Business should be ashamed of their service and they should change their company's name to some **** company because they do not know how to serve costumer and they are more professional in scams than in providing internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted because i thought such a big company won't lie. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day because they will lie again and again! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business to virgin media SCAM!
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2018-05-29
- Comments
-
Very bad place, didnt even get my virgin installed, twice they told me i will be getting it installed and they never done it, very very very unreliable never going with them again!
- Location
-
- Location
- ts1 4nx
- Reviewing
- Virgin Media
- Date
- 2022-08-19
- Comments
-
SHOCKING BAD service BT is so much better speak to people who understand your problems and DO NOT keep cutting you off
AVOID AVOID !!!!
- Location
-
- Location
- TSFANIA
- Reviewing
- Virgin Media
- Date
- 2018-02-07
- Comments
-
MOST TERRIBLE EXPERIENCE WITH VIRGIN MEDIA!
Not only the connection was very poor, no connection in bedrooms. prior to moving home i contacted VM to discuss moving our services, had to chase them even thou they assured they will contact me. on the day of the move i called again to find out they will take another 10-15 days to check their services, after an hour on the phone the VERY RUDE supervisor noticed they actually did check the property and somehow its is UNserviceable. then i was tranfered from one department to another as they all asked me to pay disconnection fee when i wasn't the one who wished to disconnect. until one representative decided to hang up the phone while i was talking.
DONT USE VIRGIN MEDIA!!!
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2019-02-18
- Comments
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AVOID!
I am a new customer, 10 days in.
Super fast when it works but totally inconsistent.
Cuts off throughout the day
Speed goes down to 16 from 144, then cuts out.
Totally inconsistent
Shocking customer service
Not supported on social media (no customer service there)
Indian call centre > no ownership of issue and each person you talk to cannot see any record of what the tech issue is from the day before.
I am shocked that Virgin brand operates in this way.
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2018-10-16
- Comments
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Without question.....using Virgin was , to say the least, traumatic .... 5 missed appointments....uninformed staff and incompetent workman.... issuing County Court Summons for the damage to my property !
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2015-06-14
- Comments
-
Like many reviews on here that I have just read I am a fan of the speed but that is irrelevant if it keeps going down for hours at a time. I am almost convinced it is a ploy of VM to save their bandwidth for other activities or people paying a higher rate than I do.
Until 4 weeks ago my scoring would have been 5 for satisfaction and I have been with VM for years so was very happy. Customers Service was always excellent and they were apologetic when things did not work properly and they always got you up and running again and usually spoke the queens English but now I seem to always get someone from overseas dealing with my issues or someone who is quite rude (and I hope they have recorded those calls and dealt with the individuals properly!) and I am fed up with them telling me again to switch off, or unplug the black lead or in one case the white and black leads from the router. I am also fed up with calling the 0845 number and them saying they want to run some checks and immediately telling me that they cannot run them - WHAT IS THE P{POINT OF THAT.
Recently, the last 4 weeks, I have had to endure daily outages for up to 6 hours and after the on the phone "Tests" they run they book an engineer and then in a few hours time I get a text telling me they have found the problem and that the engineer has been cancelled and I get service again. EVERY DAY?????
I am, like man here, fed up with the lies, the problems and the fobbing off that I must find a reliable alternative.
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2023-12-01
- Comments
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I have been with virgin for years mostly due to easiness of just keeping the contract running and avoid changing but my contract expires in January and I cannot wait to leave. Trying to cancel with them they will keep you on hold once they know for least half hour so you just give up. I lost internet for 3 days and they didn’t care and then refused to compensate me for the loss of service I’m paying almost £100 a month just for internet and basic tv package unbelievable. Don’t get fooled by the promise of quick speeds if I turn my phone on the tv buffers and I have their highest package for broadband. I’m counting the days to leave
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2017-10-03
- Comments
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From the day we got Virgin media we have had broadband that is quick when it works (around 75mbps) but on an daily and sometimes hourly basis we have to restart the modem as either the signal vanishes or the server stops responding. If you are in the room directly above the modem (old house, timber floors) you can never get a signal and have to rely on a wifi extension plug. The tv package is ok but at around 65 quid a month it's not worth it. Better get a 17mbps package that works with another supplier than bother with Virgin. When you complain they can normally send an engineer no sooner than five days later. If you work from home it's a nightmare.
- Location
-
- Location
- Turvey
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
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Awful. Just awful. Their customer service is hideous- called to let them know I'd moved, they don't supply to our new location. Agent I spoke to was rude and sarcastic, they then put their "manager" on the line who thought got it was appropriate to laugh at my dilemma. Sent a letter via recorded delivery to resolve the matter, never received a response. Gave up (more fool me), paid to close my account and despite their claiming my account was on hold whilst we discussed my case, I find virgin have now added a default to my credit score. I will never use any Virgin product or service again and would discourage anyone from using their services. Unprofessional bunch of scammers.
- Location
-
- Location
- TW3 Whitton
- Reviewing
- Virgin Media
- Date
- 2021-01-08
- Comments
-
Pathetic, appalling and poor service. Didn't realize i have been with them for almost a decade. I pay £61 a month for my package (mixed TV, 200 MBPS Broadband and Weekend calls on Phone). We don't use landline at all and TV is a rare scene but mostly the internet. They have promised 200 MBPS but in reality I don't even get 40 MBPS. What a shame. The internet connection is poor, intermittent. I have made numerous call to customer services but complete waste of time and the service is not worth the price you pay. They treat existing customers like milking cows knowing they are trapped in the contract. All discounted offers are for new customers again like anything other company but comparatively the service is completely degraded with no respect for customers.
- Location
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- Location
- TWICHENHAM
- Reviewing
- Virgin Media
- Date
- 2016-08-24
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2020-08-07
- Comments
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Your Virgin Media company is completely useless!!
Anyone looking for Broadband, definitely go to one of their competitors. Virgin Media do not care about customer service or quality of any service they provide. I am surprised they have not lost their licence already. 6 months, numerous calls and texts and still I don't have a recognised account with this useless company.
Do yourself a favour and go to another company
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
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Broadband reliablity and speeds have significantly deteriorated over two week period to the point that I'm considering exiting the contract. I should be receiving averaging 108Mbps but using the the OFCOM independent speed checker I'm getting 12 - 14 Mbps. Customer service is helpful as it is insightful. When I was put through to technical assistance it turned out to be a BOT running through a standard checklist. Eventually I was told there was outage (depsite their own service status tool telling me there was no problem) when clearly there was. It will a week to resolve the outage.
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2018-07-09
- Comments
-
Having been with Virgin Media for 8 years, I have finally cancelled my contract due to an unacceptable deterioration in their services. When I first became a customer in 2010 I was impressed with the broadband service and this continued for 5 years, using them in two properties. For the last 3 years, despite paying for the 100mbs package, I have had ongoing issues with speed, reliability and most notably, wireless signal. Despite MANY calls to their tech teams and eventually a replacement router, the service if anything has continued to deteriorate. One customer service agent admitted that Virgin Media have oversold their product in certain areas and do not have the capacity to provide the broadband speeds as advertised, or it seems, the reliability. Be vary wary of their advertised speeds - I have been unable to consistently achieve much over 20mbs at best via my wireless router for almost three years, despite having a 100mbs package.
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-06-30
- Comments
-
I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.
The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.
The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
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We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?!
However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us.
We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact!
Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now?
They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel!
Be safe guys, ask these questions.
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
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DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault.
Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-11-16
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2018-11-12
- Comments
-
Works okish until you last month of your contract. Customer service is rubbish, technican booked never arrived and claiming they did. Min once a month router needs restarting, wifi did not work in the bathroom which is 5 meters away from router. Not worth the money. Very unhappy, customer service talks over you or they dont speak good english.
- Location
-
- Location
- Twickenham , London
- Reviewing
- Virgin Media
- Date
- 2021-03-18
- Comments
-
I got a contract for 18months because the price was really good. But in the end, it seems to be more expensive.
When I initially started the contract, I asked what would it happen if I cancel before the end on the 18months. They said I could move my services to the new flat or cancel paying a disconnection fee of maximum 50% of the current monies left.
Well, now that it is happening is another story. I have 6 months left. They cannot supply internet where I go (Brighton, odd). And basically they are saying: one month needs to be paid to have the services on until I leave which is understandable. That is £23.95.
But the following 5 months the disconnection fee is £106.38, which is £21.27 per month!! Nearly the same I am paying to have the service!
On top of that. It is impossible to speak to an agent on the phone. Every time I want to speak to an agent I need to spend 15-20min chatting to a machine, and then depending o the issue an agent would appear, which replies every several minutes. I never receive clear information, so confusing. I have spent literally 1 hours chatting to cancel my services. And I still need to send the router to them to avoid a fine.
Summary. Never getting Virgin Media again.
- Location
-
- Location
- Twyford
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
-
Uncontrolled prices, broadband drop out, impossible to contact customer service and banal / transparent telephone system to bore you into giving up. Incredible that such appalling service survives - I pay A LOT to these guys. Moved mobile & will move TV. Soooo disappointing (& offensive).
- Location
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- Location
- Tyne & Wear
- Reviewing
- Virgin Media
- Date
- 2021-04-03
- Comments
-
Virgin router is as advertised (very fast) which it is if your stood right next to it. But virgin need to make customers aware that the wifi signal strength is very poor around properties. The only way there offering to improve is the added cost of an extender another £60 per yr. All the staff that I spoke to were very pleasant but when your trying to sell an inferior product you've gotto be a good talker.I had 3 Phone calls from virgin staff offering to reduce the cost if I stayed with virgin. Unfortunatley they can offer all the speeds but they can't offer the coverage without added costs.
- Location
-
- Location
- Tyne and wear
- Reviewing
- Virgin Media
- Date
- 2023-01-25
- Comments
-
Disgusting service can not sort out the problem because there staff don’t understand your problem due communication and language barrier
- Location
-
- Location
- tyne and wear
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
-
i was with these for ove 20 years, last 5 years were terrible lied to all the time, never notified of rip off discounts running out, never sent a bill or email for at least 5 years, bill raised from £52 to £98 and i was told i had to pay this for 12 months as i signed a contract, another lie, waste of time ringing tbem as more lies, canceled direct debit, move to another supplier, they never stopped calling and sending letters until i paid what i didnt owe, bunch of thieves,
- Location
-
- Location
- tyne wera
- Reviewing
- Virgin Media
- Date
- 2024-01-03
- Comments
-
Shocking service virgan you are bigoted the lack of compassion is shoking you have not done nothing to resolve the issues rased you have lack of diplomcey and the totol lack of traning of your staf is shoking.Iv spent all day on the phon to you at virgan iv spok to to prox 20 peopel but still nothin you kept me on hold for one hour and two mins shoking then you cut me off now i am going to ofcom shame on virgan
- Location
-
- Location
- Tynemouth
- Reviewing
- Virgin Media
- Date
- 2018-12-29
- Comments
-
Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
- Location
-
- Location
- UB35LU
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
-
Unfortunately, but after 17 months of the contract, I find that the company has very poor contact with the customer, the link often fails. I pay for 350Mb / s link, of which I usually had less than half of that, and in the last month they broke all records where the speed dropped even below 5Mb / s. Unfortunately, contact with customer service usually ended with the fact that they did not see any problem at home, the link returned to normal for a while, and then the fun started all over again. Today I have decided that this is the last month of my cooperation with this company and as it turns out I have been waiting four hours for any answer in the chat. Bravo for the approach to the client ...
- Location
-
- Location
- UB5
- Reviewing
- Virgin Media
- Date
- 2021-04-06
- Comments
-
DON'T MAKE MY MISTAKE AND RENEW YOUR CONTRACT WITH VIRGIN
Probably the worst Internet service provider specially after renewing the contract, and the worst customer service.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2017-04-08
- Comments
-
Horrible liars. They make you sign up for a 1 year contract then if you move your service they force you into a new 1 year contract regardless of how much you have left on your contract. If you refuse to sign up for a new 1 year contract they force you to pay out the remainder of your previous contract before you can cancel. Horrible company!
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-08-07
- Comments
-
I am extremely disappointed with Virgin WiFi, particularly their "customer service." First and foremost, I experienced numerous delays in getting an engineer to install the hardware. When the engineer finally arrived, he incorrectly installed a wire in our front garden, creating a trip hazard that we have to navigate every time we come home. This has been a major inconvenience for us.
I tried calling their customer service multiple times to address the issue, but it was like hitting a brick wall. Despite having decent internet speed, the booster they provided was non-functional. There were also additional charges on my bill that I could not understand. I made three separate calls seeking assistance, but none of their representatives were able to provide any help (their communication on the phone is unclear...).
I decided to file a complaint, but even during this process, their communication was incredibly unclear, leading to further confusion on my end. This lack of effective communication only added to my frustration.
As a result of this poor experience, I have decided to cancel my contract with Virgin, and I have no intention of returning in the future. Their customer service has proven to be utterly useless, and this entire ordeal has left a very negative impression.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2019-11-28
- Comments
-
Customer service is non existent, if there is an issue expect at least 6 months before it is resolved as all people working in their customer service team are clueless. And that is if you can get hold of them
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-07-12
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2019-05-11
- Comments
-
Try cancelling a phone contract. Cancelled in Feb 19 as phone is broke.Virgin continue to Bill.send complaint that phone is no longer in existence including number and they say they have addressed complaint.WHen advised I had received no response to my complaint they said they tried to phone but the phone was not working !!!! the very mobile I was complaining about.
Come on Richard sort your customer service out.Again cancelled today May 2019 trying to rip me off for a further three months contract.I DON'T think so.Terrible way to run a business. Won't be using any of this company's products ever again.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-04-20
- Comments
-
The problem is you can only rate speed and reliability relative to price, in this respect virgin is below average, however it is their customer service that is the most horrendous part of this company.
- 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.