4,684 Customer Reviews over 118 pages
-
- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2015-02-19
- Comments
-
On my memory, this is the worst internet provider I have ever encountered with. The broadband speed is OK, but only in those lucky days, when there are no "area faults", which can happen EVERY single day. Those "area faults" will give you the opportunity to use your LAN only and you can forget that you are paying £32 for month, because you will get no adequate internet. If ever you are choosing broadband, do not choose Virgin Media with their low prices, as you will surely get shitty connection which will disappear every day around 7 in the evening. Moreover, customer care service is oftenly impolite and unprofessional, who cannot really help you with sorting out your problem. Not only you will spend a lot of time trying to break through to the operator who is absolutely useless, but you will spend your money and nerves. Better avoid Virgin Media.
- Location
-
- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2015-02-19
- Comments
-
i have 20mb broadband connection which is OK when its working - often it is not although Virgins broadband status page rarely reflects this fact. Customer service is patchy some times good some times bad just depends on who you get responding I think. There sales staff on the other hand are snake oil salesmen in my experience. Often being misleading or out an out lieing about costs and particulars of offers etc.
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2015-02-19
- Comments
-
Nowhere near advertised speeds.
Virgin are always quick to blame customer computers and wifi when it is in fact their substandard service.
- Location
-
- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
-
Been with virgin media for 4 years. I pay a lot for just phone and broadband. At the start of my time with virgin they said I can't have tv and they don't do fibre optic but should do in the future. It's been now and they still said the same thing. I looked at other providers for better deals and I wanted tv in the new package. I was going to move with talktalk because it's cheaper and then 2 days later... Virgin moved me to talktalk randomly. No deals or anything because I was technically a virgin customer still. I started experiencing this stupid home safe on every website I tried to get on. Customer service for virgin is ridiculous, 1) I kept telling them it's not my router as I can access the internet but they kept sayings it's the router, well duh I don't work there but it's not rocket science. 2) no-one speaks fluent English, I'm asian so don't say I'm racist. 3) they said I need to speak with talktalk, adds another £20 to my bill, thanks for that. 4) promises saying they'll note it down, but we all know what happens, it goes in the bin or doesn't get noted at all. I had enough so I moved to talktalk. I actually got a fluent English speaker and his name was Ben! Very helpful and I'm waiting for them to move me over. They can offer me tv also! For the same price as I am paying... Actually cheaper. Get off virgin, it's a scam provider and hopefully watchdogs will get them because they are ridiculous. One more note when I started they said they would send an engineer to do my phone line and they didn't. First 2 months I was paying for phone line rentals when my phone wasn't installed or connected and they said I've been calling off it? Lol, finally got an engineer round. Can't issue refunds? Lmao I left it as it is because too much hassle.
- Location
-
- Location
- Motherwell
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
-
DO NOT SIGN UNLESS YOU KNOW THE PACKAGE THEY ARE SELLING IS ACTUALLY AVAILABLE
Had a cold call for Virgin Media installation - agreed and signed deal only for installation to be cancelled 2 days before fitting. Called customer services and had them hang up on me. Contacted CEO's office and had a call within hours to tell me that the service they are selling is not available and will not be available until "maybe" next year. The Virgin salesman had already taken all my details to cancel my Sky deal and now I could end up without any provider due to Virgin Media being so bad.
- Location
-
- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
-
Will never use Virgin again. TV and broadband dow regularly - just becuase it's intermittant doesn't make it ok! Biggest waste of money - save yourself a headache and pay a few extra pounds and go with Sky! I;ve tried complaining but they don't respond.
- Location
-
- Location
- keighley
- Reviewing
- Virgin Media
- Date
- 2015-02-17
- Comments
-
I advise anyone who wants to go with Virgin DONT they are rubbish i have been with them now for over 18 months and from the start I have had nothing but problems it is so bad it's unreal not forgetting they are expensive wish I had stuck with sky their customer services are dreadful they are rude to you don't tell you the right information I can not wait to leave Virgin
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-02-16
- Comments
-
now 50mb broadband; previous the slower connection....the old connection was a lot more reliable...the faster speed is not much of an improvement getting about 10mb ....and more to the point it drops off or connection is lost almost daily
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-02-15
- Comments
-
I have never faced that much lousy and unstable internet connection in my life. It always shows me no internet connection and limited access and that yellow exclamation mark in a triangle on Wi-Fi sign. I am paying for 100 mbps and I have to call customer care to get even reasonable speed. Whenever you will need and feel like you have some important things to do, you will not have the connection. And this is so frustrating that sometimes it make you feel like you are the most unlucky person on the earth.
Anyway customer care centres are great, helpful, and polite. Moreover they know what they are doing.
Virgin media you claim to be number 1 internet service provider, it can be so but from upside down. And I am changing my service provider you just lost 3 customers. 3 connections may not matter to you but I will make sure that any person who know me do not get your services.
- Location
-
- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2015-02-13
- Comments
-
Virgin Media customer service:
Phone call 1 - Foreign lady answers phone requests I talk slower, then told me I had to call off a different line after being on hold for 20 minutes.
Phone call 2 - Foreign lady answers, I explained I spoke to her colleague and that she couldn't answer my question, she then hangs up!!!
Phone call 3 - Technical team refuse to talk to me, I explain as a paying customer they have to, they then say call us off a different line and hang up!
Phone call 4 - Spoke to an English man Russell, sorted problem within 30 seconds! Virgin media are a woeful, disgrace of a service.
- Location
-
- Location
- CARLISLE
- Reviewing
- Virgin Media
- Date
- 2015-02-13
- Comments
-
Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
- Location
-
- Location
- US
- Reviewing
- Virgin Media
- Date
- 2015-02-12
- Comments
-
My company is starting a PtP line with Virgin media. Our headquarters are in Lehi, Utah. We are very disappointment of their customer service and sense of urgency that are not existent. It took them six weeks to do the site survey and two weeks more to do the planning. We had to put lots of pressure and get with management to make this happen. The entire project will be easily delayed by two months which is unacceptable. I do not believe that we will stay with them and we will go with another provider as soon we can. We are very very disappointed as our main focus is to serve our customers very well and this is not helpful at all.
- Location
-
- Location
- Halifax
- Reviewing
- Virgin Media
- Date
- 2015-02-11
- Comments
-
Brilliant customer service, A1 ultra high speed broadband. My issue though is the cost, £49.50 when I have Sky TV who will give me 30mb FOC for 12 months... bye bye Virgin!
- Location
-
- Location
- swindon
- Reviewing
- Virgin Media
- Date
- 2015-02-11
- Comments
-
i change my address and was told a date my next payment is due and virgin took money before that date which incurred in bank charges when spoke to virgin about it they where no help refused to put the money back that was taken illegally and when i said i want to speak to managment to complain they just stoped talking to me on the chat page and ended it this is not how you treat customers
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-10
- Comments
-
The internet is absolutely atrocious!! It randomly stops working while I'm watching movies, on skype, surfing the net. Other family members on virgin also make the same complaints and say that sky is much better
- Location
-
- Location
- bon
- Reviewing
- Virgin Media
- Date
- 2015-02-09
- Comments
-
awfull expierence, do not buy this one. sloww extremley unreliable
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2015-02-08
- Comments
-
Having been with Sky for 5 years before switching to Virgin for TV and internet I am very disappointed with the service.
TIVO really is rubbish! It is slow to load up menus. It is non-intuitive. It is badly organised. You have to pay for a lot of what is free with Sky. It makes very annoying noises which you can not turn off. And the online Virgin Anywhere app is very limited to what you can watch. If I were to give Sky + and 8 out of 10 Tivo would get 3 out of 10.
Broadband is just as bad. My iphone and Ipad simply will not log on to the wireless internet. I get repeated messages which say password is incorrect (I know 100% it is not incorrect so incredibly annoying when the support centre say it is). Their only solution is to change the band of the internet which solves the problem for about 1 day then its back to normal. My Sonos speakers have never been connected - I not use my neighbours wireless internet to connect them. Support for internet is very bad. I have been told that they are not responsible for the wireless router so as long as they provide a connection to the house they have done all they need to do. They said I should use a cable for the internet. Only problem is that my ipad, iphone do not have a slot for a cable. I could go on an on but needless to say they get a big thumbs down from me!
- Location
-
- Location
- Erith, Kent
- Reviewing
- Virgin Media
- Date
- 2015-02-07
- Comments
-
Had big Kahuna installed by 4 guys who moaned all the time they were here. Tried to use catch up but massive buffering problems. Attitude of cuts service very poor, signal level to TiVo box very low, needs a tech visit and very kindly they are not charging us for sorting out a crap installation, however, because we work we have to wait a week. They won't discount our charges because catch up is free. VERY POOR
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-02-07
- Comments
-
Very faulty service in our area for last 2 years. Issues on a weekly basis, some times we can have a faulty service either completely out-of-action or intermittently working very slowly for a few days at a time. Customer services are very generic, slow & sometimes do not respond. I am very disappointed in the service I have had from Virgin. Granted, when it is working, the speed is generally good. Our package includes TV, though i'm not sure why, as the channels are identical to Freeview anyway.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-02-07
- Comments
-
I was really happy years ago when I signed up with Virgin but they have got steadily worse. I have had no broadband for 4 days but cannot even get to speak to someone never mind get it fixed. Yet they continue to take my money. I am sick of being stolen from by thieves who promise a service then don't provide it but because it's computers we accept it. If I were not given what I ordered in a restaurant I would expect a deduction from the bill. Yet Virgin and BT continue to take my money and in return I have an ugly plastic box that occasionally flashes but provides no useful service whatever.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-02-06
- Comments
-
AVOID!
3 months,and 3 failed installstions, after signing my contract, I still dont have internet.
1. The first installation attempt was scheduled for mid-December, I had to take a morning off from work but the Virgin team didnt show up or even notify me the installation was rescheduled.
2.The second installation attempt was scheduled for mid-January, however they again failed to show up or notify me of the cancelation, their explanation being they couldnt find a parking space.
3.The third installation attempt was scheduled for early February, however they phoned me up just the evening before the installation day to let me know that they wont be coming the next morning because someone had parked in the parking slot they had secured(why they had decided that this person will be parked there the next morning, or couldnt simply call the traffic warden, is a mystery to me)
All in all, they have been failing consistently over the last 3 months and seem to have zero regard for their customers.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-02-06
- Comments
-
I moved from sky to VM due to house move
Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!
TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change
Telephone- no real concerns
over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.
AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.
I don't know who is better. I had talk talk in my other house.....they are bad but not worse
- Location
-
- Location
- glasgow
- Reviewing
- Virgin Media
- Date
- 2015-02-05
- Comments
-
were do i start, always had their broadband which is defiantely the best out there but that is about it, I eventaully signed up to their big bundle, full tv, broadband, phone the lot for an online price of £84, all installed no problem but then it all fell apart, i called about two weeks ago to say my router wasnt working and on the same call asked if i took off sky sports would i save money, they said yes you would pay £64 so said take it off but got cut off so called back and got through in no longer than 5 minutes just to confirm it had been done and confirm my price but told nope thats not right the price minus the sports is 103 something to do with discounts so after a bit of arguing i asked to just put it back to what it was which apparently is impossible as each person has different discounts ! I spoke to customer relations who confirmed this and actually came away with the phrase it is what it is !! i spoke to a manager in that department who gave me three options and prices so called today to fix only to be told again that those prices dont stand and its more now, no record of speaking to a manager and even if there was they dont use their recorded calls for complaints, totally shocking service, no attempt to help or resolve anything at all. wouldnt go near them ever for anything
- 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
- Reviewing
- Virgin Media
- Date
- 2015-02-04
- Comments
-
If there were zero stars I would award this. Absolutely useless for broadband from day one. We have had an engineer round and constant phone calls. DO NOT GET BROADBAND WITH VIRGIN MEDIA.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-02-04
- Comments
-
Like many reviews on here. It's the customer service team that are the problem. In my unfortunate case, the move and transfer team, who aren't a happy bunch at all. Having moved out of a rented accommodation and into a temporary address I called to find out what I could do about my broadband. Which I needed to have disconnected from the property so the new tennants could set up their own. After five or so minutes of the man taking all of my details then said we can transfer it to your new address. Which in return I explained once again that cannot be done as we don't have a permanent address. I asked if the contract could be paused while I find my partner and myself somewhere to live and then we could continue where we left off. Which was a no. The only option I had was to pay them a rediculios amount of money and terminate the account as we were only half way through the contracted period. After ten more minutes of this going back and forth he said he could give us a month and then it could be transferred over. Great. That was what I wanted in the first place. He then in his mumbled his way through some disconnection confirmations then proceeded to try and get me to refer someone for Virgin media and then started going on about virgins phone deals. No idea why but hey. I was happy I didn't have to pay a hefty bill and got to keep my broadband for my next home when I found one. I was then plonked on hold for a while as he 'calculated' something. As he was so quiet I barely managed to understand what he meant. He came back and gave me yet another bill amount and told me they do not offer the service of freezing or holding the account which he said earlier was fine. Being completely confused as to what he has done I asked to speak to someone else as he was now just repeating the same phrases from earlier in the same order. He refused and said everything is done now. I ended up hanging up the phone as he was increasingly becoming louder and getting ruder as I was asking him what he as actually done with my account.
I rang the customer service team to get some answers. I spoke to a lovely woman who brought up my account and found that the account was to be closed with a exit fee to be taken from my account. She put me through to the move and transfer team to see if my broadband can be taken to my temporary address so I do not have to pay the exit fee and get to keep my broadband. I wasn't even given this option from the first man. But predictably my temporary address does not have fibre optic so that went out the window. So I'm now left with a lovely bill but now if I love into a virgin area I can call them and resetup the account and get my money back. But if I don't move into a virgin area I'm basically porked.
I really liked the broadband's realiability even if I never managed to get close to the download speeds I was supposed to have, even if I plugged my computer into the hub. I'm dissapointed that they have some staff (the move and transfer team in particular) who just don't care as much as the rest of the customer service team who are genuinely a nice bunch to talk to.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-02-03
- Comments
-
The broadband is excellent but the customer service leaves much to be desired with waiting times sometimes as high as 2 hours!!! Biggest mistake ever!!! Cant wait until my contract is over
- Location
-
- Location
- Hainault
- Reviewing
- Virgin Media
- Date
- 2015-02-02
- Comments
-
Internet was quite fast, but not reliable.
Impossible to play online - every 10 seconds games freezes for 1.5-2 seconds due to bad ping.
After the end of contract I received a bill for 19 pounds. The only explanation was 'changes to bundle', but I didn't requested any changes. Furthermore after the end of a contract.
- Location
-
- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2015-02-01
- Comments
-
I had a business contract with Virgin for about 5 years until they changed my call tariff from all-inclusive to pay-per-call without telling me. I only noticed after about 8 weeks and when I called them to ask what was going on they said I must have called them to change it myself. This incurred extra call charges of about £500! They refused to acknowledge their mistake or to refund my money, asking why I hadn't noticed earlier if what I was saying was true. This was just the last straw in dealing with them. They were consistently unreliable, incompetent and dishonest, and never apologetic. Unfortunately we have to deal with a small number of large telecomms companies making large profits with no real competition, which makes them smug, arrogant and complacent. They will all treat you badly at one time or another. Just don't trust a word any of them say. Never take their assertions at face value. Always take names and log complaints.
- Location
-
- Location
- feltham
- Reviewing
- Virgin Media
- Date
- 2015-01-31
- Comments
-
Terrible service. Broadband and wifi constantly breaking down.
Expensive and poor customer service. Very poor value for money!
plse improve
- Location
-
- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2015-01-30
- Comments
-
I was a long-term customer with VM and recently switched over to BT. I had agreed on a date to close my account with VM, with at least 2 VM personnel. VM subsequently sent me a bill charging for services after this date, as they stated the account was closed on a later date. On phoning VM to explain the situation, the VM personnel tried to waiver this charge but couldn't since I was no longer an existing customer, and advised I email their customer service, which I did. Two weeks later, I had a reply from VM to state that as they provided services to the later date, the charge was valid, and the money has been taken from my account. They therefore considered the situation to be resolved.
This shows a complete lack of regard for customers and a flawed customer service procedure, ignoring the issue the customer is raising and taking their money before further dialogue! As someone who has to carefully budget constantly (buying this from ebay/charity shops, hardly ever buying new clothes for myself and my children, looking for supermarket offers during weekly grocery shopping), I resent a big corporate company like VM taking my hard earned money in this manner. Surely Mr Branson, you can do better than that!
- Location
-
- Location
- Portsmouth, Hampshire
- Reviewing
- Virgin Media
- Date
- 2015-01-29
- Comments
-
We always seem to get a connection, but we're paying for 50 mb and only get around 2-3mbs. Very frustrating!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-01-29
- Comments
-
Truly awful broadband service. Constantly cutting out and after the umpteenth call & no resolution to my problems they STILL won't send someone out to look at it, despite there being no reported problems inky area. Their costumer service is shocking. Badly trained staff who seem clueless at times as to how to do their job. They make you feel like a small insignificant voice trying to get answers from a company who seemingly don't need or want your business. Can't wait to leave them at the end of my contract. Can't want.
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-01-28
- Comments
-
Just left Virgin Media as their charges went up dramatically and they wouldn't entertain and deal! However, for last 18 months or so have had no real problems with broadband speed or reliability (just a couple of outages affecting my postcode). If they had held the price I would have stayed with them - but it was too big a hike. Customer service contacts have been fine - no real complaints except sometimes quite a wait.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
They are cheats and liars - I've had download speeds of 0.44MB/s on a 50MMB/s service! When I've complained, they explain that infrastructure works are causing a few problems to a few people - though they don't admit that on their website. Oh, and by the way it will be like that for the next 2 months... I'm still with them because of the hassle of changing my email address, though it's now time to quit I think....
- Location
-
- Location
- BOLTON
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
Worst customer service ever,
avoid at all costs,
poor english,
habit of mis-selling contracts-overcharging,
constantly hang up phone,
break UK law by breaching SOGA and not willing to take responsibility for this.
- Location
-
- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
-
Wished I hadn't left sky all the hype Virgin dish out does not meet up to the advertising. Broadband very slow. TV useless. Phone very bad crackly line,no tone on phone to inform you that a message has been left. I have now had to pay to have evening and weekends added to my package as daytime calls are very very expensive.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
-
Aweful service, regularly drops 5 to 6 times a day, its down to the way virgin configuire IP adresses, its illogical constantly overlapping and having proeblems. No other ISP has this problem.
When you ring them you get through after usually 20-30 mins, they give you crap excuses as to why its so bad and then they tell you to do the most basic things i.e turn the router off and on.
After spending about 2 hours talking to someone, all they did was tell me to do a whole power cycle, said they ran some things on their computer. When nothing had changed i rather angrily said, well do you think ive not tried that? its not going to work.
They said that was all they could do so i moved to talk talk.
From what i gather virgin is great for fibre optic in cities. But if you going on normal cable they dont give a toss in terms of service or reliability. Do not go with them
- Location
-
- Location
- stockton on tees
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
-
phoned tonight re remote lady i spoke to was lovely going to send new remote out fantastic service thank you
- Location
-
- Location
- Egham
- Reviewing
- Virgin Media
- Date
- 2015-01-21
- Comments
-
I'm lucky if I get 3 mb at the moment, been a customer for years going to go elsewhere as its just got terrible
- 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.