4,684 Customer Reviews over 118 pages
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- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2018-04-15
- Comments
-
Biggest mistake was using Virgin Media.. They lie lie lie lie lie.. Calls are not logged so best to RECORD every call n keep logs to protect yourself.. All complaints are closed and I was lied they do not Record calls. (They are backed up for 4 months actually)
Took me 3 months to prove and verify I had given in my 1 month (27th November) notice as they said NO we will not listen to previous calls and also if I left I would have to pay a few hundred for a penalty. Once Verified I was correct on March 16th. They sent me bills for 100 to 200 pounds and was free to leave. It's now gone to Cisas to deal with. Wasting more of my time. Disgusting and Horrible Service.
This company needs investigating and fined as they are breaking the Law and obviously making money off the vulnerable.people in our society who do not have the energy to vindicate themselves.
I put in complaints against managers and staff. All closed without investigation, even though they lied to me and I feel all racially rude to me (Some arguing on phone with me and saying I cannot do Sh1t and will not log a complaint and nothing I can do)
I will compile all calls and add to YouTube as Shameful Customer Service who will be a nightmare for Elderly n Disabled people.
BEWARE as I have wasted hours n hours on calls with these evil agents n managers. Up to 100 calls n hours wasted up to 2 hours at a time...
I have asked for all transcripts for last 6 months and all my notes on system. Awaiting to see if they will send, as they keep saying we cannot do it etc.. I will be posting to show how Racially n Disgusting the staff are alongside all my recordings.
I can only write my review to warn the Public. As this Broadband Company will only get worse.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Comments
-
If you think your broadband is rubbish , wait till you try to cancel , if I provided service like this , I would buy an island to escape to aswell , RUBBISH
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-09-27
- Comments
-
Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-09-29
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2021-06-26
- Comments
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Having suffered countless broken broadband connections, sometimes 20 times or more a day, this useless company refuse to accept its their fault or the fault exsist at all. Having contacted them more than i care to remember i recently decided to ask for a cheaper deal seeing as they have repeatedly upped the price for their rubbish service and they refused. Now sat here with a speed test and im connected by ethernet cable im getting 5 to 10mb when im paying them for over a 100mb. Absolutely disgusted by this money grabbing company.
- Location
-
- Location
- WALSALL
- Reviewing
- Virgin Media
- Date
- 2017-02-08
- Comments
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terrible internet paying for 200mb picking up between 11mb and 23mb
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-10-13
- Location
-
- Location
- Waltham abbey
- Reviewing
- Virgin Media
- Date
- 2021-05-24
- Comments
-
I've been a virgin customer for 8 years. The first 7 years was brilliant fastest speed and very reliable! BUT the last year, especially since February I'm only having internet for maybe 1-2hrs a day if im lucky! The engineers are at my house every single week telling me it's a network issue and going to be fixed on the same day! Obviously nothing happnens. I've had enough! I'm sending everything back to them and never use virgin again! Paying £60 a month for literally nothing. Call center is so bad, can never speak to a manager.
- Location
-
- Location
- Waltham Abbey
- Reviewing
- Virgin Media
- Date
- 2021-02-01
- Comments
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Extremely bad customer service. I was holding for 20 min before I spoke to an agent. She said after 5 min that She is not the right person and transfer me to the "RIGHT" person. I was holding for 20 min before someone replied and apologised as she has put me to the wring team. After lot of discussion he admitted that he did not know what to do hence consulted his superior. And referred me to the "RIGHT" team. I was holding for one hour before the connection was disconnected by virgin. Can it get any worse?
- Location
-
- Location
- Walthamstoe
- Reviewing
- Virgin Media
- Date
- 2018-02-22
- Comments
-
-Horrible speeds,
-Misleading customers in to "upgrading" to 70-80mb lines just to find out from the engineers that you were set up on a rubbish 17mb card
-ripoff prices that keep being increased over and over
-almost impossible to get support on the phone,
-if you do get someone to answer, there are situations when you probably know more about hardware and broadband then them.
-if something goes wrong at their end, be ready to wait for 5-6 days untill they send an "engineer" and another couple of days to have it fixed.
- Location
-
- Location
- Walthamstow
- Reviewing
- Virgin Media
- Date
- 2016-10-31
- Comments
-
I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.
The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.
If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.
In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.
Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
- Location
-
- Location
- Walton on Thames
- Reviewing
- Virgin Media
- Date
- 2017-03-24
- Comments
-
Words cannot quite express just how appalling this service is. Whilst admittedly it is super fast when it is working the percentage of the time that it is actually working is so infinitely small that it is about as useful as a waterproof teabag..
I took the full package last August, phone/tv/broadband. After initially sending me a faulty TV box I managed to get the service up and running properly a month later. That is where the troubles began. Last November the broadband service started to crash regularly. Eventually they sent someone around just before Christmas who concluded that we needed a new cable installing from the road up to the house. That was finally completed on 21st February. The next day the same service started crashing again. Two weeks later an engineer came around and inspected the property, the box in the road, claimed some settings in the box in the road weren't right and it was now fixed.
The next day it started crashing again. 2 days later, after paying to upgrade to the homeworks service just so I could get an engineer round in less than 10 days, the engineer came around and told me what I've quietly suspected all along and been telling the customer service reps time and again. The problem is not within my property. Its with the local network. They have a date for upgrading the network.... 27th June! These people are an absolute disgrace. I am switching to BT and going to make a formal complaint to Ofcom about these Virgin for mis-selling their services.
- Location
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- Location
- Wandsworth
- Reviewing
- Virgin Media
- Date
- 2022-10-18
- Comments
-
Very bad customer service our broadband and phone service is off since last three days we are without internet and virgine media dont know how to fix it only false promises
- Location
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- Location
- Wandsworth
- Reviewing
- Virgin Media
- Date
- 2018-09-28
- Comments
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BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
- Location
-
- Location
- Wandsworth
- Reviewing
- Virgin Media
- Date
- 2017-02-26
- Location
-
- Location
- wandsworth, london
- Reviewing
- Virgin Media
- Date
- 2014-12-02
- Comments
-
Avoid Virgin Media like the plague. I get on average 1-2mbps with frequent drop-outs. Several modem reboots will restore to this poor speed. Customer service is dreadful and their site deliberately hides actually being able to make contact. 9-5 help is not acceptable in this day and age. I'm off to BT
- Location
-
- Location
- Wantage uk
- Reviewing
- Virgin Media
- Date
- 2019-09-19
- Comments
-
Appalling Company to deal with when things go wrong. Starts off OK but prices hike all the time with little or no warning. Tried to discuss this and get a better deal but only offer to increase speeds and charge more. This was declined as happy with theb50Mb I get. Low and behold since these conversations and complaints about their appealing foreign call centres speeds steadily dropping over a few months and now down to 4Mb in the evening. All this for £53 a month. Lost many paid for TV services due to this. I am sure it is nothing more than an illegal sales tact to get me to pay more for the next level of service. And if I complain I end up with some idiot abroad, and I don't mean Karl Pilkington, who can't understand anything I say or vice versa, spend hours on the phone getting nowhere. If you want a great deal with great speeds by all means join Virgin, but at the end of the year leave or be screwed. Totally immoral company with the poorest customer service centre I have ever come across. Leaving this month thankfully
- Location
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- Location
- Warfield
- Reviewing
- Virgin Media
- Date
- 2016-01-11
- Location
-
- Location
- Warlingham
- Reviewing
- Virgin Media
- Date
- 2017-09-02
- Comments
-
Intermittent loss of TV and broadband, complained 4mths ago, found out today will take months to fix utilities. Don't want you to know in case you ask for a refund. Unbelievably poor customer service.
- Location
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- Location
- Warminster
- Reviewing
- Virgin Media
- Date
- 2015-12-14
- Comments
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Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-06-30
- Comments
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Awful trying to get connected to the the internet.Have had to rely on other family members in the the past to use their computers to print off important documents for me.Am now thinking of changing to another provider.
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2019-03-14
- Comments
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Ordered fast fibre optic to our home. It's been a month now and we still have no internet. Every week we get a notice claiming that Engineer would fix it it by given date X, but then on the given date we get another message that its postponed to date Y. This keeps happening every week now and calling in to the customer service number solves absolutely nothing. They can't do anything to solve it for you. Please avoid getting Virgin Media if you can, at least SKY delivers connection without problems!
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Comments
-
Advertised speed with fibre 100 Mb, promised speed 40-50 Mb, actual tested speed using this site - 12.18 Mb. Even Sky free standard cable broadband gave us 16 Mb and this is supposed to be superfast fibre. Poor service, pathetic broadband, keep away!
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-09-01
- Comments
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I am paying for 100mbs but from my speed check results I am rarely getting over 30mbs.
More annoyingly We watch a lot of catch-up TV and the the signal is constantly dropping causing interruption to the programme being watched. Virgin have tweaked the system but not really made a difference. I have had to buy and adsl cable to connect the router hard wired to the modem to get a signal on the TVs. Very inconvenient.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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Am paying for 100mbps, but only get around 3 in the evenings. It is a bit weird they are excluded from Ofcom's rules regarding leaving an ISP because of slow speed.
When the contract is done, I'll be leaving.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2022-12-24
- Comments
-
Very poor service and unreliable.still Waiting for installation 6 weeks after starting the contract. Still no idea when it will be be installed.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
-
Customer since 2003 to 2017.
Paid £82 per month.
They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
Tried to haggle - offered £4 per month reduction.
No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.
Dreadful loyalty. Dreadful marketing strategy. Avoid.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2019-06-27
- Comments
-
Called virgin media to give 30 days notice as I wanted to cancel my contract. The agent I got through to Miwa kept telling me I was failing dpa even though I was giving her the correct details (later accepted by Miwa). Hmmm doesn't quite add up does it. When I got through that charade she asked me why I wanted to cancel so I explained I no longer want their services, she advised that is not valid and would not process my request. I advised I will call back and speak to someone else. Within half an hour after the call my internet went down. I called back to tech support to find out my routers MAC code had been deactivated. Very convenient! At this point i was absolutely fuming. What a bunch of cowboys, to treat a customer that way is despicable. I will be raising a formal complaint against Miwa for the inconvenience caused and the terrible customer service. Surely her actions are against customer service policy and virgins duty of care to customers
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2022-03-31
- Comments
-
Husband receives a massive bill because our contract has finished, no notification of that, at all.
Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2019-12-06
- Comments
-
Whatever you do, don't show them any loyalty. At the end of my contract, they put the price up by £15/month. Retentions said that if I cancelled my contract then they would cut me off for 30 days and I would regret it!
Go ahead, cut me off.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-03-29
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
-
My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2023-05-22
- Comments
-
DO NOT USE VIRGIN MEDIA - THEY'RE RUTHLESS
I was with Virgin Media for just shy of 10 years for broadband only. I moved house in October 2022, and despite all the calls I made, and all the emails I sent to disputes, they still maintained that I hadn't cancelled. This arduous dispute continues on to this day.
The first amount was for £125 in Feb 2023, which I just paid thinking this was the final payment just to get them off my back. How stupid I was. Approximately 3 days later I received another bill for £30.30. I told the debt companies straight away that I wasn't paying it. I hadn't lived at that address for 4 months at that point.
Eight months later and I've been contacted by at least 3 debt companies for £30.30!! One will close down my account and Virgin sends it to another, and so the cycle continues.
I would call Virgin to cancel and they told me to email disputes, so I emailed disputes and they told me I had to call. I spoke to at LEAST 13 members of staff and none of them cancelled for me. I would email disputes and they would basically ignore whatever I said, deny that I had cancelled and tell me to call up. When on the phone waiting to speak to Billing, the call would ALWAYS be dropped. I have wasted hours and hours of my life on this.
I've just had ANOTHER call today 22/05/23 from the first debt company, still asking for £30.30.
It's absolutely disgusting how this company treats you when you try to leave.
Stop asking me for money that I don't owe!!!!!!!!!!!!
You're not getting one more penny from me you bullies!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2018-02-10
- Comments
-
Absolutely sick of Virgin
I have been with them nearly 30 years!
Tried to leave today quoting expense old equipment
They were not interested
They know they have got you.
Will not change for modern equipment so stuck with old obsolete box
Why can’t you you just let people leave?
- Location
-
- Location
- WARRINGTON
- Reviewing
- Virgin Media
- Date
- 2022-03-16
- Comments
-
Cabled broadband is good. That's about all there is for this company., We've been with Virgin Media for a very long time, but during the last 2 years the customer service has got worse and worse. Just when you think it can't get any worse, it does.
Switching was difficult. They claimed we signed a new contract for a phone line only, which we didn't. We cancelled everything. We spent hours and hours on the phone. If you're transferred and they can't persuade you to stay or to buy something else, they cut you off. Happened to us too many times to be a coincidence.
Wireless connection is poor, you can't even get it at the back of the house. They sent us a pod, but it didn't help. Our internet box has been on the blink for a year, but they won't send us a new one. The engineer came and put in a new cable. It wasn't the cable, we all knew that before he started.
To make it all worse, when we finally got it sorted (we think, though there's no guarantee) they sent us an email to get their kit back and none of the links in the email work. There is no email address you can actually write to, and if you try the "speak to a person" link on the website, you're told to install and use What's App instead.
Don't use Virgin. Just don't.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2023-04-13
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-11-19
- Comments
-
I am using their so called fibre optic 175 mbps but net is extremely slow and on speed test I got download speed of 0.6 mbps. Utterly rubbish. I am switch to BT now.
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2023-11-17
- Comments
-
Broadband speeds are consistently lower than advertised and drops out multiple times a day. The temperamental connection makes working from home incredibly annoying.
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2019-08-07
- Comments
-
The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2018-06-06
- Comments
-
Worst company I have ever come across in my life. Clearly should have checked the reviews before signing up as it’s obvious I am not the only one left absolutely fuming with the customer service received.
It must be compulsory to be rude, unhelpful and damn right arrogant to work for Virgin, the worst being the Managers.
I warn anybody that is thinking of signing up to Virgin, it’s nothing but hassle. You get a better deal and can rely on Sky 100%, I have them coming to install tomorrow.
- 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.