4,684 Customer Reviews over 118 pages
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- Location
- Poole Dorset
- Reviewing
- Virgin Media
- Date
- 2015-03-26
- Comments
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I should never ever have gone with this rubbish organisation. Things were fine to begin with but then due to being made redundant experienced problems paying. Contacted the so called customer service department explain things they person I spoke to was not bothered or could not care. Wrote o them as well got a similar response. Customer service does not exist with in this company. As soon as I can I will be changing to a company of a much better standard with much better customer car5e and service. It seams to me it is profit before customers.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-03-25
- Comments
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Dreadful! Two weeks without phone; two visits from "Vincent" or "Iain " who blame each other. My TV out of order, was promised service within two days,yet again and "compensation". Nothing! Contract ending in July,cannot wait, and will join G"Guardian " : "never use this Virgin again". Monique. Thoroughly annoyed to pay money for no service"
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2015-03-25
- Comments
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Very poor customer service. A girl who spoke with indian accent lied to me. We agreed on 26.50 pounds every month, but when I got agreement it was 28.50 written on it. What a bunch of liars working there. They lost one customer.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-03-24
- Comments
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I have been a virgin.net email account holder for years and am one of the many customers who have been caught up in the 'National Switch'. I didn't want to be transferred to TalkTalk (without my consent or wishes) not least because I wanted to keep my email address. So I arranged to stay with Virgin and have recently transferred to their cable service. I can't complain about the swift installation, and it seems a reliable enough service, although I'm in a city so may be better covered than some people. I can't really see that the 50mbps is actually any faster than the National Broadband service I was on before, however, for £11+ more a month.
At this precise moment in time I'm unclear whether I'm being billed by both Virgin AND TalkTalk despite several emails attempting to get assurance that this is not happening, and I echo comments elsewhere about the very frustrating customer service where one is passed from person to person.
This morning I also find that I am no longer able to send emails out of my virgin.net email. When I ring Virgin up (and after being passed to 4 different people) I'm told that I can't have that email now I'm a Virgin Media Cable customer. But when I was being transferred to Virgin Cable I specifically asked whether my virgin.net email was OK and the person at the other end said fine. So I appear just to have lost access to the email account I've had since the late 1990s just like that.
Until this recent unwanted switch I've never had problems with Virgin. Now I am a lot more disillusioned.
- Location
-
- Location
- Newbury
- Reviewing
- Virgin Media
- Date
- 2015-03-23
- Comments
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I have been with Virgin for 15 years. The initial experience was great. Everything was top notch. But as the years have progressed the customer service has become much worse, the price has soared and after the switch to broadband the speed has not increased one little bit. (At busy times speeds similar to dial up may be encountered 50-60 Kbps.) Now they are ditching loads of customers they don't want because we don't make them enough money! Shame on you virgin. Another great company miss managed into a money grabbing customer hating empire surviving on past glory.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-03-23
- Comments
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I waited 3 weeks to get installation on Saturday. Virgin managed to send me 2 emails and 3 messages reminding me to stay in. On the agreed day nobody showed up – I called them at 6pm and was told technician was delayed and will be there shortly. I cancelled my plans and stayed in. In two hours called them again – they said they did not know why nobody came and I am marked as ‘missed appointment’. Then I was told to call back the next day so they can check the details. (oh, and on Sunday 9am I was woken up by an automated call asking to evaluate their support).
I called on Sunday and was told they did not know anything as the team responsible is not available on Sundays. The support promised to check everything and call me back Monday morning at 9am.
Of course, they did not.
I called them myself at 9.30am. All they could offer was to wait another 3 weeks – I told this was unacceptable, they put me on hold for 10 minutes and then hung up.
After a couple attempts to speak to them online, I called and cancelled the broadband. If Virgin does not want my money, another provider will.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-03-22
- Comments
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intermittent internet to the point where its unusable for hours at a time, this would be ok for a couple of days, maybe a week. But virgin media expect us to put up with it for 4 months. And are only prepared to give us £10 off our monthly bill. rubbish customer service and I will never use thier services again.
- Location
-
- Location
- teeside
- Reviewing
- Virgin Media
- Date
- 2015-03-21
- Comments
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Not value for money anymore ,Supposed to be getting 60 but lucky to get 20 ...I will be moving on after many years
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-18
- Comments
-
So disappointed with the level of support that has been offered to me and very poor customer service. Can't wait to leave.I've had no phone line or broadband for nearly two weeks still not being told when the issue is going to be fixed. Nothing is being explain and everytime i call customer service i have use my mobile telephone(as my landline is "dead")and im being charged rather expensive rates. No support,help or any sort of compensation being offered.I'm being charged for services I'm not receiving. I do not remember when i last received such poor unprofessional service. Certainly will not recommend to anybody. Really hope Virgin will read this and work on their customer service.
Shame!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-18
- Comments
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My broadband is slow when working. The main problem is my broadband, phone service, and interactive TV just stop all the time. They work for say a day, sometimes two days then just periodically. Lost count of the number of techs sent, they clearly cannot resolve the problems. From questioning them, it's clear they don't know, just say about energy spikes: the thing is the problem continues. As for their customer service, rude and unhelpful. In addition, they despite being a media company don't provide contact via e-mail! You must write by traditional mail. I will leave as soon as I can. I am seriously thinking about paying the £240 early contract fine just to get away. As the stress of not having service except when the moon is aligned with Mars, the constant attempting to deal with V Media is getting me down. And to think I pay for them for this.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-17
- Comments
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I'm hugely disappointed with Virgin as I have just discovered I will have to pay £240 when I move. I want to continue my Virgin subscription, however, Virgin do not have any coverage in the London borough I'm moving to therefore forcing me to have to pay the cancellation fee against my will. I was not informed of the cancellation cost when sold the contract over the phone which is a breach of my consumer rights as depicted by Ofcom. Virgin have failed to put any contingency plan in place for consumers stuck in my predicament. I'm perturbed with the way I have been treated and feel that my rights as a consumer have been totally disregarded and abused. NOT IMPRESSED MR BRANSON!
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2015-03-15
- Comments
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My experience is poor. The confirmed amount I will pay is not what I am being charged and every month it is a struggle to explain the problem. I confirmed this three times before starting the service. You will be up against what they see in the computer, but not the truth no matter how many times you produce the paperwork signed and agreed. I am now being told to send my complaint in the post, regardless of having emailed all the information as requested, several times. It seems that customer services is not actually able to solve problems, just waste time and a modern communication company is a dinosaur when it comes to being able to communicate themselves.
To be fair, it all started out bright and sunny however my international phone service declined quickly and they will acknowledge a problem. I was warned to look for this after my neighbour found out I signed up to Virgin. Wish I had been told this in advance. Take note, I warn you now- the honeymoon will be over quicker than you'll blink. Stay clear and look for a better option. And get everything written in your contract including a charge evey time your provider screws up and start billing them for your time.
- Location
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- Location
- coventry
- Reviewing
- Virgin Media
- Date
- 2015-03-15
- Comments
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I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
- Location
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- Location
- Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2015-03-14
- Comments
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Virgin Media are by far the best internet provider, coming from an IT geek. Handles multiple devices very well and the speed is fantastic! I get 100mb/s for the same price it would cost to get 20mb/s from BT or Sky.
Only downfall is their modem, it wouldn't overheat faster if you put it in an oven, get virgin internet and with the money you save buy a proper modem from Asus.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-03-13
- Comments
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So disappointed with Virgin Media broadband. I am not a technology wizard... But my broadband loses connection at least 3 out of 7 days of the week through the night and i to the following day. Whenever I have problems I can't get help from anyone on the phone "try rebooting your router" "try disconnecting your computer and then reconnecting". Are you serious? That's one of the first things I do, come and find the problem! No one turns up when you arrange for installations/ upgrades and all the troubleshooting is done online. Well I can't do that without an i ternet connection can I? I work nights and rely on my internet to reasearch and report for my job and with it not working 0% of the time and no one to help me find out why, I am one unhappy bunny about to switch to Sky.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-03-11
- Comments
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STAY AWAY! The most disgusting service provider out there. They rob you and when you are in need they don't do anything for you. The reps give you false promises and most are outsourced so can not help you at all. Do not
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-03-10
- Comments
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Technically very good. Customer service could not be any worse .They don't care if you,leave .A very good technical service which does not deserve serve to have any customers .shocking .Am of the silver haired variety but never have I experienced such bad customer service ..and more than once !
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2015-03-09
- Comments
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January 2014 I gave Virgin the mandatory 30 day notice to cancel my Tivo T.V. package, I was informed a packing carton would be sent to me to send the equipment back to Virgin of course, this never arrived. After the 30 days expired I again requested the said packaging, was promised it would be in the post that evening, you've guessed it, it never arrived. A few weeks pass and I again request the required packaging, again promised it would be delivered alas another lie. Oh they came to collect the second box by sending one of their engineers, within days of giving them the mandatory notice period.
From the third attempt to receive packaging I gave up, quite expecting another engineer to call and collect the Tivo box, no such luck.
Now come December 2014, I receive notice Virgin were increasing the broadband/phone package by a further 11%. This I thought is time to give Virgin and it's greedy Owners the elbow and cancel the remainder of my package.
Now after 11 months Virgin plague me for the return of their equipment, I refuse until they have furnished me with a year storage and safe keeping fee. This they will not acknowledge but continue to plague me with sms and emails all of which I answer with the same thing, pay me storage and safe keeping fees and then you can have your equipment. They do not bother to read replies I am certain of that. Now they are threatening charging me for failure to return. This should get interesting. AVOID VIRGIN AT ALL COSTS
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-03-09
- Comments
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was ment to have virgin installed at my address on the 2nd of march took time off work, appointment between 8am-1pm, how ever it comes to 1pm on that day no one has arraived so I call them, I then get advised that my appointment has been canceled.....when I ask why it was due to people who lived there before had multi accounts in debt, when I had again confirmed how long I lived there "laura" advised she would get this sorted and give me a call back, oh guess what no call back, so after chasing them for a week, they turn round and say that due to the debt they will not give me virgin unless I can provide them with photo ID and 3 YEARS worth of proof of living at a different, address, then advised that even when I sent this in could take up to another month before I can even get there service Install and failed to compensate me for loss of Earning due to having to take the time off unpaid. so after failed appointments broken promises and me having to do all this bulshit just so it can go to there Fraud prevention team just gonna go to sky service good and there BB and TV is Decent, just hope I can get my 25 pound back
- Location
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- Location
- islington
- Reviewing
- Virgin Media
- Date
- 2015-03-08
- Comments
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No internet for a week. Useless customer service. lost count how many times it't dropped out. Seldom get anywhere near 60 Mbs that i pay for when it does work. I'm done with them and switching to BT Slower speed but much more stable. Ive lost over £250 worth of gaming gold / items because of lost connections when playing. AVOID AVOID AVOID
- Location
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- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2015-03-07
- Comments
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I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.
Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
always been resolved in one phone call.
But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-03-06
- Comments
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As a customer of 20 yrs standing, I was unhappy that Virgin decided to unload its ADSL customers onto TalkTalk so that they could concentrate on Fibre customers. Since that decision was made service has fallen through the floor. Mail regularly unavailable, bills/package details unavailable, phone support laughable. I'm not going to TalkTalk, I hope that my details have not been passed to them as I did not consent. Steer clear is my advice.
- Location
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- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2015-03-05
- Comments
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Sky rule! Virgin are a shoddy outfit with useless equipment and poor Internet speeds. Customer services are useless you can tell they are on minimum wage ! At the end of a contract you are asked to return your equipment in a bag provided and return to your nearest depot point (humiliating and some what of a struggle if you are an older person!) have now been waiting 6 weeks for a cheque to be returned.... This surely must be a record for sending out a small amount of money. I thought it was the 21st century and could send to my account. SKY all day long..... Be warned!
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2015-03-04
- Comments
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I bought 50 megabit broadband. Actual speed is around 3 megabit during evenings. Virgin media acknoledges problems, regularly promises to fix them, but does nothing for at least 6 months already.
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2015-03-04
- Comments
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Dissapointed with virgin media overall. The internet is extremely unreliable at peak times (evenings and weekends) which make it hard to do much other that load up web-pages at a slow rate. I have to reset the router usually once a day. The speeds are far from promised and ping is very unpredictable making it horrible for gaming. I have had a virgin media technician around lots to "fix the router" which has had no effect the last three times. My parents have BT infinity which has stable ping, download and upload speeds from what i experienced when i stayed over for a week.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-03-01
- Comments
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Not happy, internet signal drops out 3 times a minute (if im lucky). Has worse reliability than BT in rural lincolnshire and about the same speed.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-03-01
- Comments
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I used Virgin for a bit more than a year - broadband was extremely slow and stopping every 5 minutes. When I moved to another provider they continue to get money from my account and never reimbursed me ... Their customer service let you on hold for ages... Very very disappointing
- Location
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- Location
- wembley
- Reviewing
- Virgin Media
- Date
- 2015-03-01
- Comments
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This in london..Worst ever broadband. 4 breakdowns with in 14 days. Absolutly rubbish.. Had sky & o2 buy only had one or two times problem. Pay a premium but no service. avoid... Avoid... Avoid...
- Location
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- Location
- purbrook
- Reviewing
- Virgin Media
- Date
- 2015-02-28
- Comments
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the broadband.....when it's fast its very fast.....unfortunately thats not very often
- Location
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- Location
- Renfrewshire
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
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I have been with virginmedia (previously ntl) for well over 10 years and have put up with unreliable broadband speeds as I assumed this was normal. I have recently upgraded to the Big Kahuna which boasts speeds of up to 152mbps. I still have intermittent speeds and sometimes nothing all day in my kitchen and living room. The room where my superhub is only gets 35 mbps on a good day. I have complained and they now say it is because of my brick walls and nothing to do with their service. Every time I phone I get a different person and have to repeat my complaint over and over again. They say they will check it out and try to come rectify it but they never phone back and I have to phone again. Catch 22 !! They only want your money. They lure you in by offering all sorts of deals but before you know it they are adding on all sorts of extras which cost a fortune.
- Location
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- Location
- Aberdeen
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
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After six months of constant dropping the line we were informed that all virgin copperwire customers were being pimped out to TalkTalk - No way, thanks!
Been with these clowns for many many years and thankfull to be pushed into looking elsewere. The fourm on the Virginmedia site is more use than Customer (lack of) service. Any idiot can tell someone to turn off PC and try again in 10 mins. Looking forward to my new Zen account. Already VERY helpful in answering emails and phone calls.
- Location
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- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
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We have been with virgin media for 8 Years because we live in a valley and the reception is so bad, other companies can't provide us with tv coverage because the signal is so bad. It is finally unbearable dealing with this company (virgin media), we have decided to go without. Over the years they have left us with out tv coverage for as long as 2 months. Bad customer service, We have had many faults with the tv and they take forever to fix it. They really don't care about their customers, I think this is because they are a big company. I have had it with them, save your self the stress and constant disappointments. WORST COMPANY EVER...
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
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At the beginning the internet speed was fine, however i always had problems with the range, even had to by a range extender.
The last couple of days I did not have internet, or even if, the speed was very slow. So I had to ask for a technician, who was supposed to come between 12-4pm. I was waiting until 4pm, and after I called customer care I was told the technician was there at 11:30!, no answer at the door so he left. Without calling me or leaving any letter.
So I was told he will come back in the next 10 minutes. After an other hour of waiting I had to call again, to be told he fixed the problem from outside. Again without calling me, knocking the door or leaving any note.
I don`t have to say the internet was not working again the same night...
NO information, NO solution, NO compensation and probably I have to spend an other day at home to be able to use the service I pay for.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-02-24
- Location
-
- Location
- melling
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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pay for 100 meg get between 4 and 10 most nights .
have complained for almost a year. you get a review date it comes and goes you get another and another
i have had at least 6 review dates
and to top it all off they keep over selling so the service (i use this term lightly) get's worse this is from someone who's been with them 10 years soon to be ex customer.
- Location
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- Location
- Studley Warwickshire
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
-
Joined Virgin media when we moved into our property as our mother in law uses them. The first year was great overall, then we joined for another year and were very disappointed. The Internet is so slow and cuts out. After numerous calls about this they say it's fixes but the problem still arises. After being a valued customer for 2 years we have never had anything to say thanks. After this year end we won't be joining them for another year.
- Location
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- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2015-02-22
- Comments
-
Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2015-02-22
- Comments
-
This connection is absolutely terrible, It isn't reliable for **** and the speed is so slow I feel like its my fault I signed a contract with them but when this contract run out I am definitely going to sky... I am speechless about this connection.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-02-21
- Comments
-
Went to get virgin broadband at store leeds st.Jhons center , and paid £25 upfront (cash) which there not even supposed to take because its a direct debit payment. As time progressed I thought everything was fine and internet was working not as fast as we had pay for around 14mb highest. Lady named debbie from that branch took the money (cash) and left it on under her desk keyboard... My suspicions arrived when I received my first bill payment which showed that not only have I already paid £25 pounds in cash in store, they also charged me unknowingly took £25 pounds for setup via debit card too. Another few months later I walked into same store and a staff member allowed me to pay by direct debit broadband bill in store :/ I thought to my self for a moment hmmm are they allowed to take cash payments because looking around there was no cash tills. But still completed my payment and paid £85 (cash instore) ..... And was told she will update my payment through my virgin account. .... 7 days later my virgin broadband sent a letter to say that I still need to pay my bill and nothing has been updated into account as an payment,,,walked back into store sameday and all staff incudling manager denied to have taken any payment and upfront cost and said that we wasnt even a bloody customer there!!!! As annoyed as I was the lady debbie who I paid £25 pound to also denied taking (cash) ....I have clearly been scammed by the leeds st,johns virgin media store. And want to take future action. I am shocked how they lied onto my face when I paid the same (lady in cash) who started up my broadband account. (Shame on them for being such rubbish customer service providers and ripping off people on high street)
- 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.