4,684 Customer Reviews over 118 pages
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-07-10
- Comments
-
AVOID LIKE THE PLAGUE.
Having been a customer for many years I called to cancel and was instead offered an amendment to my package that would make it cheaper. Great stuff! What wasnt explained was that i would be leaving my rolling contract and my switched to a 12 month contract (apparently it was in the fine print of a pack sent to me but not on the phone). Today i called to cancel my account due to moving house I was told that i would have to pay a cancellation fee of the full value of the remaining 6 month contract.
Asked to make a complaint and was told that although it wasnt explained on the phone it was sent to me by post (along with the usual other half dozen sales leaflets).
They then had the cheek to ask me if i had the name of the person moving in to my former home so they could notify them of future offers and deals. Told them to get real, absolute clowns.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-03-04
- Comments
-
Completely trash, internet is supposed to be 100mb download and the house hold is getting 200kb download speed making it impossible to do anything. When you try to confront them with the problem they say "1 week fix", phone them 1 week later "2 week fix". We recently phoned them and no fix for 9 months. Think before you see the adverts.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-06
- Comments
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Moved house as an existing virgin media customer and although speaking with moving team and transferring service to new address was charged the total remaining contact amount in one direct debit, plus a fee for not returning the hub (despite agreeing this would be needed in the new address).
Once service was finally transferred, monthly bill was almost double the contact I had originally entered despite Virgin already taking the full contract value from my bank without notification.
Have been unable to access my online account and money has been taken out for the hub, new monthly fee even though I don’t owe anything.
Similar to other reviews, have been passed around several disjointed departments - have been told the issue has been resolved twice now but still no resolution.
I thought this was just a one off case and I was unlucky but after investigating there is severe underlying dysfunctional operations in the organisation and no one is able to take responsibility to fully resolve a clear issue.
I would never want to buy anything from a virgin brand again after this. It’s remarkably bad.
- Location
-
- Location
- stoke on trent
- Reviewing
- Virgin Media
- Date
- 2023-09-11
- Comments
-
With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-06-03
- Comments
-
*Do not sign up to virgin media*
The services are not fit for purpose. Broadband is constantly down which also means you can not watch tv. Terrible customer service..you will spend half of your time on the phone reporting faults and getting passed round departments, that is when they dont just hand up on you...
- Location
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- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
- Location
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- Location
- Hemel Hempstead
- Reviewing
- Virgin Media
- Date
- 2020-11-30
- Comments
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Normally I don’t do reviews but Virgin media Pathetic Customer service has forced me to share my feed back. One of the worst customer service I’ve ever come across. Miss Sold me a Package and there supposed to be Movie BOX or £ credit with it and I have been waiting since August to resolve this issue. Indian Based Call centers and No one understand the problem and try to resolve it. Will not deal with Virgin Media in future. Keep asking me to provide the proof of the promotion. I should’ve read other customers reviews before signing Virgin Media. I had sky for 14 years and never had any issue and they have a brilliant customer service when it comes to resolve the issues. Avoid Virgin Media at at all cost…. You will regret if you signup with them….You will also end up talking to their F.... Bot 07533051809. and endless text. It will take you any where...
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-01
- Comments
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Absolute rubbish. Using Virgin Media is the worst buy you can get unless you want unbelievably awful internet and horrible customer services. Sky, BT, whatever, use them, avoid Virgin Media at all costs. :/
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2018-11-25
- Comments
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Have you ever tried playing games, videos and movies with 1Mbps - 8Mbps speed ?
I HAVE !! for the last three weeks been having the worst internet ever. my contract is with 200 Mbps !!
My family had it worst, a family who mostly work from home had no internet for 19 days without any warnings or emails nor any phone calls.
One thing I've learned after being a loyal virgin media's customer.
Don't be a cheapo
Dont fall for the high numbers 362mbps or even 213 mbps BS! as im typing my internet speed is 3.14mbps.
Also virgin medias box set sucks ! slow as watching a grass grow. specially Netflix!
Anyways last few days until I change, hope people who came here to see review makes smarter decisions.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-02-09
- Comments
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By far the worst internet I've ever had. Very intermittent, cuts out about every 20 minutes making a lot of online tasks impossible. The speed in the last few weeks has averaged around 1Mbps, sometimes being as low as 0.2Mbps. Cannot believe I'm paying this much money for a service which I can barely even use. Would never recommend virgin media to anyone. Customer services do nothing about it, and the short and thin of it is that they can't as its down to the fact they've massively oversubscribed this area. But you'd hope that they'd somehow invest some money into sorting this out, but from all the work I've done, no one seems to care quite frankly. Will never be using them again.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
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I am signed up to get 70mb/s broadband. In the evenings it drops to 3 or 4mb/s and lately has sometimes stopped working. I have been informed that Virgin this is just due to capacity issues and not a technical fault. It's outrageous that they can supply you with less than 5% of the advertised speed!
Do not get Virgin media! It's a borderline scam!
- Location
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- Location
- Hatch End
- Reviewing
- Virgin Media
- Date
- 2022-11-14
- Comments
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A truly attrocious service, both in terms of broadband and customer services. My broadband has had issues from day 1 of the service and was told to increase my broadband package to improve this. I paid more for this and even then the service kept cutting out during important zoom calls.
Their customer services does not have a clue and all they seem to want you to do is reboot your router several times.
The final straw came when I was left without broadband for over a week so decided I had had enough and was going to cancel the service. When I called to cancel the services they said their computer system was down so could not cancel my service.
3 days later and I am still waiting for my services to be cancelled.
This really is appalling and would recommend anyone who is considering moving to Virgin Media to stop and rethink.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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I am absolutely fuming and appalled, at the way your overseas staff spoke to, and treated my daughter.
Who for your information is disabled.
She also has verbal palsy, so her speech is affected .
It was only a few Months ago, that I suffered a heart attack, and had issues with your overseas staff treating me as if I were an inconvenience.
My complaint is that, my daughter tried phoning your company, and after an hour plus of being on hold to the same track of music, finally spoke with someone who refused point blank to help her.
I am an emergency service worker, and I find this manner verging on contemptuous and unacceptable discrimination!
My daughter had been a whole day without Television or internet.
But your overseas staff did not care, and we're NOT, willing to assist
As with a few weeks back when, apparently there was a local virgin media network blackout, she was treated in the same way.
After hearing my daughter explain how she had been treated, I called a second time.
I had been over 51 mins on the phone with same music blaring, and no answer, and then for someone to cut the call.
Earlier on with my first call, I was told, the issue will not be fixed until Wednesday, and being told there may be a fee to pay!
What time of service are you providing these days?
Not only have I served HM forces, I worked tirelessly through the corona virus, putting my life on the line, only to be treated with contempt by virgin media.
I will be taking this matter up with Ofcom , trading standards, BBC Ones Watchdog, and Panorama.
I await your pre rehearsed response.
Should someone have the integrity to call me and explain why your staff treat disabled customers in such a disgusting manner call me.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-02-22
- Comments
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After over 4 weeks since the original install date and 5 separate visits that required time off work I was denied the free installation fee due to the customer service person failing to write the notes on my account. DON'T WASTE YOUR TIME WITH VIRGIN MEDIA!!!
- Location
-
- Location
- Manchester 0161 manny on d map
- Reviewing
- Virgin Media
- Date
- 2020-08-31
- Comments
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I've had my wifi since April and my sons and I can not use the wifi for our rooms my boys have been complaining since the day they installed it that they can not play their games without "lagging out" i switched from sky to virgin and i have so far regretted my decision.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2020-09-27
- Comments
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Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
- Location
-
- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2017-12-02
- Comments
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By far the worst Uk Utility company I have dealt with EVER in Britain, I mean Ever. Such a disorganised mess of company from customer services to mainly engineers who don’t care. Young guys who guess what to do when when they come to your property. 8 engineers since April when I (my mrs) changed from sky to virgin. Complete in prosessional farce. This truly an example of management /corporate getting it wrong, I’m desperate to get back to SKY. I will say that loudly, . No phone line working, pixalted pic, pooor Internet, 8 so called engineers under 20, clearly apprentices , so much a lot more, and the lies and lack of coherence with Call center/admin. I don’t know How a company can justify such an 8 Month farce. I can’t be bothered any more. I just for April 18. I repeat the worst utility experiance you will face. I live in London, I’m not I’m yhe country side. There is no justification for this . From gas to water, I don’t understand how a communications utility I moany of this scale can get away with this in the UK
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2020-11-27
- Comments
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Have been with VM for over 30 years
Most USELESS Broadband Company on the planet.
No one answers their 150 or 0345 numbers.
Have lost money trying to upgrade my package because of their rubbish website
Son at Uni and wife on Furlough so need a stable Wi Fi
Yet 3 complaints logged and still no one answers the phone
- Location
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- Location
- Wallsend
- Reviewing
- Virgin Media
- Date
- 2011-01-05
- Comments
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promised connection 3rd Nov 2010 not connected then promised 23 Nov 2010 not connected promised 5th December 2010 Company apologised promised compensation not received eventually connected 5th December 1 month late. First 10 days download speeds were lower than upload speeds.Download speeds are still below promised. Only .4km from exchange at this point so disgusted changed to BT promised connection date 23rd December still not connected do I go on.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2020-07-21
- Comments
-
The worst supplier in the world - poor service - high charges for what is provided - never meets contractual speeds - cannot be contacted - desperately seeking an alternative supplier
- Location
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- Location
- Kingston, Surrey
- Reviewing
- Virgin Media
- Date
- 2019-01-06
- Comments
-
This is a shameful Mobile telephone service provider. If I could give them negative 5 star, I would,
They do not honour what they offer on your contract and overcharge you at every opportunity.
They change the terms of your contract and allowance to suit them.
They do not deal with your complaints nor they resolve your issues.
It is impossible to speak to their supervisor and no manager or supervisor ever calls you back.
I don’t believe they exist. This company is very unreasonable and don’t listen to any rational or logic.
It is wise and sensible to avoid this organisation if you value your money and time.
Shame on you Virgin Media
- Location
-
- Location
- Stanwell
- Reviewing
- Virgin Media
- Date
- 2019-08-11
- Comments
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Virgin media doesn’t care
I have had one of the worst experience with this virgin media company. I called them 3 times in 2 weeks and they said an engineer will call and come but no one called. Now when I called them the call centre team and manager said , the service is not available on that postcode.
The annoying part is that they are providing service just next door. And not in new build house where I am based.
- Location
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2020-01-07
- Comments
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Absolutely abysmal service now no broadband for 16 days. Cust service non existent online complaint link doesnt work. 2 scheduled engineer visits nobody turned up. When they did they didnt know what for and no tools to fix cable also as 6.45pm couldnt see anyway! If I could score zero on all points I would. Complaint sent recorded delivery still no response 4 days after they received it
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2022-08-02
- Comments
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Virgin Media is a joke moved 5 month ago told them to cancel as I moved and no longer wanted it my contract ended and they've ignored this and built up the bill to £542 and counting. And just want the money even though I haven't used it in over 5 month. never get with virgin
- Location
-
- Location
- Selhurst
- Reviewing
- Virgin Media
- Date
- 2018-10-04
- Comments
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Ohh dear! Such a waste of money every month.. so often we have problems with channels and broadband.. they just keep sending someone to fix.. and they just adding extra plugs to go in socket to get something better probably they don’t know them selfs.. I’ve feel tired to call every month with some problem.. my channels stopped worked and they kind of fixed it by putting more cables into sockets.. that means more electricity to pay.. now my internet is not working so they coming to fix this problem too.. I mean pls people choose Different companies this one is too crappy.. besides to cancel contact I need to pay more than 100 pounds omg
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
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After a 2 month wait for install I received a voicemail saying it would take 'around 6 weeks' longer, after that I would need to rebook the install. Worst experience ever for getting internet installed at a property.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
-
Avoid at all costs!
Worst customer service ever.
Their staff had a xenophobic attack on me when I rang to request a transfer of my account to my new address. I asked if she could do earlier dates and she kept lecturing me that ''That's how we do things in London''.
In another occasion they rang me at 9pm to threaten me that I should ''check my account and see what's gonna happen to it'', simply because I was late on a payment due to a bank issue.
I've been a customer since 2013 and when I requested a transfer of my account to a new address, they wouldn't send the technician till 2 weeks later. When I suggested I wanted to cancel my membership they threatened to charge me an early cancellation fee of 160 pounds even though it was their fault. They wanted to make me pay more money than I did before I transferred my account and they wanted to blame me for it. Disgusting service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-19
- Comments
-
Avoid virgin at all cost. Activated our fibre Wi-Fi 11 days ago and I can’t even have a zoom meeting without it freezing. When we called for help and/or to cancel they told us they sell broadband not Wi-Fi? So I should connect my laptop to the router at all times….
I’ve been on calls with virgin for more than 2 hrs and what a shameful company. They had no solution to offer, no offer of help or a booster. Zero customer service.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2017-04-17
- Comments
-
Really poor. Poor customer service, poor broadband speed, TV box turns itself off whenever it feels like it. The engineer who came to fit the broadband is the company's only saving grace- he was fantastic- clean, quick, polite and courteous.
- Location
-
- Location
- Castleford
- Reviewing
- Virgin Media
- Date
- 2017-08-09
- Comments
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What a load of crap!!!! Was offered sky sports for £22 the other day by email. Phoned upthis morning and asked why it hasnt come on. He didnt know anything about it and if i wanted movies! And sports it would cost nearly £100.
Waiting for this contract to b over with
- Location
-
- Location
- East London
- Reviewing
- Virgin Media
- Date
- 2020-10-13
- Comments
-
Honestly avoid. Was with TalkTalk who I thought I hated until I came to Virgin Media, and realised TalkTalk's slow internet was better than the more expensive and far slower internet of Virgin Media (I'm talking promised speeds of 100Mbps, and actual speed of 7Mbps) then spending hours on the phone being shuttled from one team to another, being told I'll need to pay a break fee, or I'll have to keep calling technicians to come out to try repair otherwise I can't exit contract. With an average of like 50 mins of hold each call, they make it the hardest possible thing to cancel. Very. Over. It.
- Location
-
- Location
- Earls Court
- Reviewing
- Virgin Media
- Date
- 2017-09-14
- Comments
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I have been trying for the last 2 weeks to purchase a broadband service for my new flat that I just moved in. I have dealt with about 6 people on the phone who on my behalf completed wrong information on the phone and the process cannot be completed due to their fault and internal error. I have never had to deal with so many incompetent people just to buy a simple service. This is a complete joke and I still don'have a broadband. They even advised me to go to a different provider as they cannot fix their internal problem.
- Location
-
- Location
- Maidstone
- Reviewing
- Virgin Media
- Date
- 2014-03-08
- Comments
-
Terrible customer service - just pass you on to other people for you to re explain the problem, won't allow you to cancel without huge termination fees, very very awful service.
- Location
-
- Location
- lodon
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
-
VERY VERY VERY BAD.The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
- Location
-
- Location
- southbourne
- Reviewing
- Virgin Media
- Date
- 2017-05-05
- Comments
-
disconnected my internet connection without my permission, 48 - 72 hours to get reconnected still nothing, only a sorry no compensation or anything useless customer service been with them for years. wouldn't waste your time with them use a different ISP.
- Location
-
- Location
- SW LONDON
- Reviewing
- Virgin Media
- Date
- 2018-04-06
- Comments
-
This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
- Location
-
- Location
- chertsey
- Reviewing
- Virgin Media
- Date
- 2014-05-10
- Comments
-
8 months of stress after a bad installation and them digging up my drive and me calling twice a week for the last 8 months and no one wanting to take responsibility for what happened! Your just a number not a person and I won't be renewing my contract with them. If you have any sense stick with sky! Customer srrvice is outstanding with them compared to virgin. You have been warned.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-01-17
- Comments
-
Absolutely terrible service from a crowd of patronising confidence tricksters.
- 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
- West bromwich
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- Comments
-
There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem
I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid
Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with
Utterly rubbish
- 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.