4,684 Customer Reviews over 118 pages
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- Location
- W
- Reviewing
- Virgin Media
- Date
- 2016-07-15
- Comments
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When the broadband is working is fine however can be cery slow a lot of the times. Considering the amount of money that we pay for it, this should not be happening. Theres been multiple ocassions when the internet would stop working and it would take Virgin up to a week to cone around and look at it - this is the same with area problems. The customer service on the phone was disgraceful, the staff memeber who I spoke to was very rude and unhelpful. Overall I'd say that when it is working it's a good internet but most of the time thats not the case
- Location
-
- Location
- W10 queenspark
- Reviewing
- Virgin Media
- Date
- 2018-01-05
- Comments
-
Terrible service they would always fail to send me a bill and then charge me 10 pounds for late payment.this went every month for a year costing additional £120.As for the fibre. Optic connection speed always going down for days on end.DONT USE VIRGIN!!!
- Location
-
- Location
- W3
- Reviewing
- Virgin Media
- Date
- 2018-07-16
- Comments
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This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
- Location
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- Location
- W3, Acton London
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
-
Virgin have the most disgusting Custer service I've seen since I've had internet have hung up on me 9 times today and kept putting me to wrong departments then to make it worse said they can help me with my question then to be told from there Scottish department they can't realy unhappy such a big company making so much money of people but horrible custermer service is wrong wen your a customer feel stressed and alarmed now way I've been treated from 24:00 to 19:19 to be told now there closed terrible do not recommend
- Location
-
- Location
- W5 2ej
- Reviewing
- Virgin Media
- Date
- 2018-09-21
- Comments
-
I signed for 200 speed but never get it enginer visit it 2 time but still very bad speed very disappointed
- Location
-
- Location
- W67JY
- Reviewing
- Virgin Media
- Date
- 2018-07-05
- Comments
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Broadband faulty twice in one year. Last time it took Virgin a month to fix it.
Without it again, "expected to be resolved" in a week (!).
Last time the week became a month.
Regretable. I am cancelling my account.
- Location
-
- Location
- W8
- Reviewing
- Virgin Media
- Date
- 2018-08-05
- Comments
-
Got Virgin Media in 2015
Took over 1 month to install - should got the hint and run but stupidilly insisted to stay
On and off many issues and problem with TV Phne and internet
For most 2017 either a very poor connecting or no internet at all
Many complaints and called ignored
Finally this years they sent a engender who decided to change the box and hub and guess it was aparentelly a problem with their equipament but never sent an apology instead got my bill up to £63!
For a basic TV, no use of phone line and a very poor speed!
After 1 year trying to cancel my contract, after 2 phone call today and long painful conversation I finally managed to CANCEL but they are charging me early disconnecting? Since 2015 how can this be early?
My advice from experience dealing with virgin media:
AVOID VIRGIN MEDIA
Just head ache
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-07-16
- Comments
-
I was customer of Virgin, then switched to BT over poor service, now I'm back with Virgin due to low pricing and I'm filled with regrets. Even after changing all cables in my surrounding area few years ago internet still drops occasionaly for 2-3 hours showing green arrows on my router(always when you really need it); Furthermore connection speed is 100mbps only about 40% of times, rest of time it seems to be between 10-60 which is nothing like what it's supposed to be, also when trying to play games and download files(not torrent, just FTP) my latency instantly jumps to 300ms.
I've been calling engineers so many times that I cant count anymore, they kept changing devices around house but that's not the issue here, neither are the computers(never had problem with BT).... In general if anyone wants to go for Virgin media i'd suggest to pay a bit more and choose any other internet provider in your area, unless you've been told otherwise by experienced FRIEND not virgin media employee!
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-08-18
- Comments
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Been with Virgin since 2009. It has cost me £6618.20 in fees for TV, Broadband and telephone. They now want £130 disconnection fee as we are moving house, taking the grand total to just under £7000. The broadband speed and service is pretty good in my area. They have said putting cable in my new street, which is less than a mile away is 'not a priority'. They put your bill up a few times a year and if you refuse to pay, they put you on a new 12 month contract, which is where my problem arises. I don't want to leave them, but have been forced to. Please be aware that if you make changes, you will be given a 12 month contract addition. REFUSE at all costs.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2022-03-17
- Comments
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Poor internet connection and unprofessional customer service. Not reliable.
I moved home recently and notified VM well in time. I was assured in every communication that the installation is going as per initially planned date and nearly 1 business day before I was given the shock by email that the installation has been postponed. I stayed on calls for hours without a resolution or support for the time being. No one apologies either for this mess. Another disappointment came in when my connection was disconnected a day before expected despite my special instructions to the web chat team when I notified about the move. My wife and i work from home and dependent on internet. Rather than working and thinking out our move I again stayed on calls for hours to get this sorted. Not surprised that had not received a satisfactory resolution. I had to buy a temporary portable WiFi from another provider for interim internet service. My installation was rescheduled twice and now temporarily suspended till further notice. We have now moved to another reliable provider.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2018-06-01
- Comments
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Rubbish. Incredibly inconsistent and slow most of the time.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2016-07-19
- Comments
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I pay a lot of money every month for the privilege of being mid-sold the package I thought I was buying and faults quickly developing on the Internet , obviously not virgins fault! Only for the customer service to fob you off! Wouldn't touch them with a barge pole once I'm out of the contract!! Thiefs!!!
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2021-01-26
- Comments
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Virgin media is not fit for purpose. Broadband speed good when hard wired but wireless is intermittent. Customer service is non existent. TV service is a joke. The problems are endless and too may to go into here. We had an Engineers visit last year when the system was working, albeit intermittently. but when he left we had no service of anything for 8 days. The next engineer to visit said the first had damaged it. Told we would be compensated in June 2020. Still waiting. We were updated to 360 in December 2020. Nothing works consistently. Engineer visiting tomorrow but will be the last visit they make other than collecting their equipment when I go back to Sky. If your'e thinking of going to Virgin Media, DON'T, you will regret it.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
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Horrible, horrible service... I've been customer of this provider in the past, the moved to BT but came back to Virgin due to price difference.
Customer service is horrible, in case of upcoming deadline they tell you that you should go to library or family and friends if your Internet is not working.... Instead of fixing the issue
Ever since I've got broadband it chokes when you try to download something and play game at same time(didn't happen with previous provider) and after contacting support and 3 technician visits problem still occures
Reliability is a joke, connection frequently cuts off at the evening and rarely reaches said speed, furthermore it often reaches 10% of what it should be
I regret every single moment of being Virgin customer, shouldn't have came back
Unless your neighbour is extremely satisfied and you know this service is best available in your region... DON'T GO WITH VIRGIN
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2019-08-09
- Comments
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Customer services zero, broadband speed average never get the speed I'm being charged for or as advertised, so not fit for purpose. Going back to BT ASAP, top advice AVOID.
- Location
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- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2020-10-30
- Comments
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I've had poor service since switching to Virgin. Supposed to be getting at least 100mbs+ on the M200 Fiber package. Average speeds are around 40mbps. Customer service is atrocious. Took 25mins to get passed through to technical who then listened to my issue, said they would investigate and then left me on hold for over half hour. Called back and logged a complaint, was promised a manager callback withing 2-3hrs. No call ever came.
- Location
-
- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2016-07-12
- Comments
-
As a customer of 20 years I expected more than being passed to another ISP before they cancelled my email, despite having told me that they would keep my email because I still had a mobile account with them. Customer services hung up on me twice. These people truly do not deserve our money. Please use someone else, anyone else.
- Location
-
- Location
- WALES
- Reviewing
- Virgin Media
- Date
- 2015-07-15
- Comments
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Sadly I am becoming annoyted with the poor and unreliable speed of Virgin Media Broadbacn Internet, Supposed to receive a speed of 50 , but barely getting 14. so will be looking to anothe rprovide shortly unless virgin media resolve asap.. Unsatisfied at the poor slow internet speed
- Location
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- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2021-04-21
- Comments
-
Internet is fine, but my word are they hard work.
I have called them multiple times and been placed 'on hold' only to discover i've been transferred to someone completely different who has no idea of what's been discussed so i have to repeat myself. This has happened on multiple occasions.
The complaints process is a joke, they're literally just trying to fob you off as quickly as possible. I would recommend avoiding them
- Location
-
- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2016-05-24
- Comments
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I am so annoyed, I should be able to rely on my broadband provider for constant wifi connection however I am revising for an A level exam that I have in 2 days and I have no connection what so ever, but don't worry, 'it should be fixed by 7pm'
- Location
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- Location
- Wall Heath
- Reviewing
- Virgin Media
- Date
- 2015-01-21
- Comments
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Utter cr@p! Supposed to get 60MB (or at least 50). For the last 18 months (yes you read that right),lucky to get 2MB at peak times, usually lot lower. After a succession of repair dates and broken promises I have had enough of virgin and will be leaving. DO NOT Sign up for broadband in DY6 Area.
- Location
-
- Location
- Wallasey
- Reviewing
- Virgin Media
- Date
- 2023-06-23
- Comments
-
Awful. Just awful.
Been with them less than a year and already had money stolen from us. Multiple payments taken for no reason, rises in contract costs that weren’t discussed beforehand. All this I could see past but they don’t even provide a basic working service.
I only have WiFi via virgin and their supply is rubbish. Cuts out multiple times a week for days on end. One minute their website says there’s an outage the other minute it says they’re not.
The customer service team won’t refund your monthly bill despite lack of services but will promise you a phone call within “4 hours”
not a good experience for a first time customer and definitely won’t be paying for their half assed services again.
- Location
-
- Location
- Wallasey
- Reviewing
- Virgin Media
- Date
- 2018-12-26
- Comments
-
Installation was appalling they attached the cable from a tree to my house I had to bury it in the ground myself, every time we had a problem we would ring and get passed from pillar to post but no one actually helped and we never got a phone call from the manager as promised, today the internet and tv has been down since about 2pm and dispite getting a text saying it’s fixed it still isn’t fixed, phoned up to complain and couldn’t get through so I tried again this time I opted to add additional services to my package low and behold I was connected to a sales person I explained my disappointment in the service and asked to cancel only to be told that I can’t cancel today as there all on holiday??? But i could have added additional services??? Please avoid Virgin their the worst company I have ever dealt with I’m going back to Sky
- Location
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- Location
- Wallingford
- Reviewing
- Virgin Media
- Date
- 2019-11-11
- Comments
-
Have been ringing virgin for five days with no satisfaction. They gave me a new pass word and now cannot find me as it is not working.. a new sim was sent, when I tried to activate it asked to give password, which they say is not on their system, so am without any phone. Bought a pay as you go until I get myself a new provider. What a joke,,
- Location
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- Location
- Wallingford. Oxon
- Reviewing
- Virgin Media
- Date
- 2020-03-04
- Comments
-
Have been trying to make a simple change for three months, numerous stressful phone calls, to no avail. Stock questions asked . I am now considering going down legal route. The bills keep coming for a service I am not getting, funny how that happens!! Looking at the reviews I am on a long list, and my problem not uncommon.
- Location
-
- Location
- Wallington
- Reviewing
- Virgin Media
- Date
- 2018-03-21
- Comments
-
APPALING service. Many hours spent trying to get a solution on the phone going through all the options. At times over an hour on the phone, faIiled to return calls as promised, failed to attend when scheduled. Only when legal action taken did something happen. Even after this more delays from Virgin Media. PLEASE AVOID.
- Location
-
- Location
- Wallington
- Reviewing
- Virgin Media
- Date
- 2020-05-10
- Comments
-
Utter utterly awful. The internet is intermittent and almost unusable. To use the pandemic as an excuse for a a service that many in the area have complained about shows the deprived depths to which Branson and his business go to. Focusing on delivering the service promised in a simple business is better than newspaper grabbing headlines on trying to get to space .....
- Location
-
- Location
- Wallis
- Reviewing
- Virgin Media
- Date
- 2023-04-09
- Comments
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Would give zero stars if possible. I would recommend that you avoid this company as they do not care about the customer. Try to woo you with offers if accoint credit that never materialise. You WILL have to endlessly chase this up and speak with people from.abroad with heavy accents that are difficult to understand. They will also struggle to understand you, the paying customer. You're first bill will be wrong and of course this will be as hard to rectify as the promossed account credit. By this time you will be well out side the cooling off period and will, therefore, have over £300 of early termination fees applied to an account that was active for a month and a half.
Your formal complaint at this point won't even be looked at as the advisors are told to escalate them to deadlock immediately rendering your complaint pointless. You will them have to use the ombudsman service to look into the complaint (who I am sure are paid by the ISPs they are adjudicating over).
You will be left with a negative record on your credit report if you are resolute in not paying.
Ultimately you're only option is to take them to small claims court. I have commenced proceedings against Virgin Media for wasting my time and getting it completely wrong. I explore you to save yourself the hassle and do not use Virgin Media.
- Location
-
- Location
- WALLSEND
- Reviewing
- Virgin Media
- Date
- 2018-09-03
- Comments
-
The worse customer service and not o my. Frauds and liers! Not to be trusted in any case! totally irresponsible!
I used them the first time in my old address having a very good offer that I really didn't want to lose. I moved temporarily in new address and not to lose this offer till I get my permanent house I kept paying them the bill. One day I got a call from them that the new tenant of my old address would like to have virgin and for that I would have to cancel my contract.And of course it was up to me. However they assured me that the same contract could be moved to my new address nevertheless. 3 months later I called them to ask the activation to my new address only to find out that I had to do that within 30 days and that now I had to pay 35 a month from 18 for the same services!!!! No matter how much I was trying to get this right they simple didn't care.
A while ago, almost two years from that incident my wife decided to go back to virgin due it was the only fibre in our area. She settled up an account on my name at August 26th through webchat. At the 28th we got our equipment but the sockets didn't much the previous provider.
I had a 5 hours and 11 minutes communication with virgin, spoke to 13 different people!!!!!! including managers (6 from customer service, 1 from sales and 6 from technicians) only to find out that they couldn't find my account. And in fact the last One, a tech manager (after 5 hours on the phone!!!!!!) told me that sometimes it takes 48 hours for the account to be activated and he promised me that he will call me when it does, latest the 30th.
Today September 3rd, and of course nobody called me. I went to a virgin store where they still cannot find me, although i got a letter that my direct debit has been setted up!!!
From the store they gave another number to call, which I did, and when finally spoke to them after another 20+ minutes of waiting, they transferred me to another department which after 20 more minutes of waiting they just hung up on me!
These Virgin guys are amazingly big liers and all they care is how to grab your money, even for services they won't provide, which basically is stealing!!!!!!!
Of course not even a word for refund or any form of compensation so far...
AVOID VIRGIN IN ANY COST!
- Location
-
- Location
- Wallsend
- Reviewing
- Virgin Media
- Date
- 2011-01-05
- Comments
-
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
- wallsend tyne and wear
- Reviewing
- Virgin Media
- Date
- 2018-02-20
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2015-12-03
- Comments
-
Made an order arranged to be installed today 3/12/15 between 1pm and 6pm and no show after ringing at 6:30pm to see if someone was coming i was told the engineer is stuck on a job which in all fairness it happens so thought thats fine was told he would be finished within 15 mins and would bd with us its now 8:30pm anx still no show.
Ive took time off work lost money as im self employed for no reason at all now as no one as turned up
First inpressions vount virgin media and this aint a good ond at all is it.
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2016-02-10
- Comments
-
Joined virgin never got the service that I wanted sent out technicians twice neither one could sort out the problems. Phoned virgin and told them we would be leaving we left at the end of the month plus they tried to over charge us when we left they are still trying to bill us for the last two months that we have not bee. Connected to them I have complained to offcom I wouldn't advise anyone to go to virgin stay clear off them
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2020-06-21
- Comments
-
Been with virgin for over twenty years. It's been a constant battle to keep price down. Worst company I have ever dealt with. Thang god couple of weeks and there out my life for good. They threatened to take mine and wife's emails of us if we left so stayed but changed everything over to new emails now so can leave them. Didn't want landline but they said they'd put price up if I cancelled it. Said if I had a TV box they wouldn't put the price up madness. Please don't go with this company and spread the word. Nobody needs the stress they can give you in there life. Goodbye to all your call centers where very few can speak good English!!
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2024-03-18
- Comments
-
Absolutely awful and crooked company! Tried to charge me extra even after cancellation. 221.01!!! No help for loyal customers.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2018-09-18
- Comments
-
Only had it a week or so keeps freezing ,to look for a Chanel you want to watch you have to scan past loads you can not get l wish l had not left my last provider,
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2014-12-10
- Comments
-
There is not one thing virgin do well . nothing. Wast of time.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
Moving to another provider as soon as possible. Been with virginmedia for years and until recently been very pleased but not any more.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Comments
-
We have been without a phone for four weeks now. I've lost count of the number of phone calls I've made, and of the engineers who have failed to fix our line. Nobody ever rings back, emails are rarely answered (when they are it's a bland 'we'll fix it as soo as possible'. Customer service assistants are often rude - and they are always surprised and offended if you get upset. In the past week, I've been promised 5 call-backs from engineers, and none of them have materialised. Some customer services assistants refuse to put you through to a manager. It's fine when things are working, but when the system is down they have no interest in your problems. They promised to fix my phone three weeks from when it broke down. Their engineer arrived and promptly buggered off. When I ring up they tell me they have to follow procedures and I need to go to the back of the queue.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2018-05-17
- Comments
-
When the broadband is good it’s amazing but when it goes wrong the customer services staff will lie and do anything to get you off the phone without helping.
- 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.