4,684 Customer Reviews over 118 pages
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- Location
- Widnes
- Reviewing
- Virgin Media
- Date
- 2014-09-11
- Comments
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I got great service in the St Helens Store when I signed up for a Big Kahuna package. The guy went through everything with me and matched big to this package he was very knowledgable and even when I got installed the engineer was great to. Very happy with my 152mb broadband. Great quality product. If you are looking to sign up I highly recommend going into this store or contacting them on 017447393939.
- Location
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- Location
- East cote Road south harrow
- Reviewing
- Virgin Media
- Date
- 2014-09-09
- Comments
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after 15 min on the telephone frustrated and angry i got passed on to amey she was so helpful and friendly. i she calmed me down and seemed to be in my best interest the way she dealt with the problem was really good.. in the end i was for 25 min on the phone/hold and still ended up thanking her.. good costumer service from her!!
- Location
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- Location
- North West London
- Reviewing
- Virgin Media
- Date
- 2014-09-08
- Comments
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Router / Modem needs rebooting a few times a day.
They cannot seem to fix it.
Now they won't let me leave the contract without a penalty.}
Make up your own mind.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2014-09-06
- Comments
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We have been with Virgin for 9 years, and for all that time, all we have received is a load of CRAP.
We live in a fairly rural zone, so obviously you wouldn't expect fibre to be in our area. However, that is no excuse for the use of lines that are actually ERODING, making our internet among the slowest in the UK. As a student, internet in our day and age is key for my success, and when it's constantly running at speeds of up to 60 kb/s and/or shutting down on its own accord, how on earth am I supposed to get anything done?! I have had trouble sending off assignments to teachers, getting me into serious trouble, and all because Virgin couldn't get their bloody asses in gear and change the phone lines! Even if you walk up our road, you will see new lines in place. But not for us!! And we're paying what BT customers do for fibre! It's a bloody joke!
One time, the phone lines had been cut due to the winter storms. But when we called Virgin to inform them about the problem, they were absolutely useless!! We had to wait 5 days for it to come back online, and ever since then, it's never been the same. Whenever we call Virgin and complain about the reception, they tell us it's BT's fault because they own the lines. Then when we call BT, they tell us it's Virgin's fault, sending us in never ending circles.
I'm sick and tired of having internet which does nothing modern day internet should. I now know why they're called Virgin, it's because they have no experience at anything to do with internet!!
- Location
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- Location
- London sw1
- Reviewing
- Virgin Media
- Date
- 2014-08-26
- Comments
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I have had countless problems their service is up and down like a yoyo. Their customer service is typical of a company which does't care about its customers. Their indian call centre are willing but clearly not trained. Like all things Virgin, its just a brand with great advertising and poor quality product and service.
- Location
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- Location
- Ilkley
- Reviewing
- Virgin Media
- Date
- 2014-08-14
- Comments
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This company lies constantly! They tell you what you need to hear on the phone but this never appears on your notes and never happens. We were mis sold our original package (as it seems is pretty normal), we had our tv installed and then broken so we didn't have service, we were told the original item we had been told didn't exist does exist, we were promised a discount and that lasted 1 month and then surprise surprise there is nothing on our system showing this agreed discount so now you have to pay double! They pass you from pillar to post, patronise you, have no clue (one person will tell you it's not possible, the next will send you an engineer and the final person of you're persistent enough will do it for you over the phone) and lie constantly. The worst is they talk over you and don't let you speak. Awful awful company I would NEVER use Virgin again and make a point of telling everyone I know not to use them.
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-08-10
- Location
-
- Location
- West Bromwich
- Reviewing
- Virgin Media
- Date
- 2014-08-06
- Comments
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So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
- Location
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- Location
- North Yorkshire
- Reviewing
- Virgin Media
- Date
- 2014-08-05
- Comments
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Just avoid Virgin Broadband. Yes its fast - but you pay a lot for it, its just not worth it. The awful thing is they’re covered in slimy sales techniques and they’ll do all they can to patronise you and make your life miserable. For example, you can’t find out what anything costs its all how much money you’ll save, well whoopee. Their website is awful, its complete marketing bull. Every time I have to deal with them a little bit inside of me dies. I’ve spent 18 months looking forward to the end of my contract and now I’m cancelling all they do is try and sell me more crap at extortionate prices.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2014-07-28
- Comments
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Virgin Media is without a doubt the worst internet service provider I've ever had the misfortune of having to deal with. Although the connection speed is decent when available, the reliability of the connection is horrible. I will be choosing a new ISP as soon as I am able to do so.
- Location
-
- Location
- Chandlers Ford
- Reviewing
- Virgin Media
- Date
- 2014-07-16
- Comments
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Just used UK broadband Speed Test - download speed 0.9mb - upload speed 0.7mb - price £26.50 per month.
Customer service non-existent - today tried to contact Virgin Media - after 5 minutes and many pressing of telephone buttons they cut me off. Virgin Media is junk.
- Location
-
- Location
- NW
- Reviewing
- Virgin Media
- Date
- 2014-07-16
- Comments
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Take care if you don't know how long you will be living in a property.
I was told prior to contract if they could not provide the service when I moved the contract would be cancelled with no penalties.
Surprise Im moving they cannot provide virgin service and have charged me £166.66!!!!
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2014-07-12
- Comments
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Really getting fed up with VM broadband. 'Known faults' and 'a engineer is on his way' is becoming all to frequent. Up to 100mb d/l speed but out of the three months since upgrading its never passed 50mb. Poor service.
- Location
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- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2014-07-10
- Comments
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Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
- Location
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- Location
- South Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2014-07-09
- Comments
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Have been with Virgin for nearly 5 years - thought about levaing a few times but been promised better BB speed and stayed. I asked them in October (with monthly reminders to confirm my contractual notice) as they frequently upped the price with no notifications. I got a response from someone in India saying they had a contractual right to up the price when they liked - I pointed out that the contract actually says with notice. I asked them to confirm when and how they had provided notice to me of the price rises - no response despite reminders. I asked them to escalate this as a formal complaint and they responded from India to say it would be dealt with in 28 days - that was in Jan and still waiting! The service itself was rubbish and frequently hung or disappeared completely.
If you want poor customer service and a poor product that doesn't deliver then Virgin is the company for you. The only thing they do efficiently is up the prices and take your money.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2014-07-03
- Comments
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Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.
Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.
I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.
In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...
Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?
- Location
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- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2014-06-29
- Comments
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Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!
My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2014-06-28
- Comments
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I'm really hacked off with Virgin media, I pay for the top broadband package 152Mbps as I occasionally work from home. i have NEVER EVER EVER got near to 152Mbs in fact the highest I have ever gotten is 50 Mbps download, in my opinion this is a massive fraud, so will I get rid of them, yes I will. Goodbye Virgin media for good.
- Location
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- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-06-27
- Comments
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I took up Virgins premier collection offer last September and it's the worst thing I have ever done. The broadband took them two weeks to get right, the speed is definitely no better than I had with Sky despite their claims. I took up the whole offer and reasonably expected them to transfer all services or at least inform me if there were any problems involved. Neither of these things were done because three months later I found that I was still being charged for the television services by Sky! When I queried this I was treated with the off hand reply "It was down to you to do that" So far from saving money it has cost me considerably more. There are other issues too many to go into here but the customer service is apalling and they don't seem at all interested once they have you as a customer.
- Location
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- Location
- Winchmore Hill
- Reviewing
- Virgin Media
- Date
- 2014-06-26
- Comments
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I Have to say I think Virgins network and customer service is the worst i have come across in the industry.
customer service is just a joke!
- Location
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- Location
- leicester
- Reviewing
- Virgin Media
- Date
- 2014-06-20
- Location
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- Location
- Yate
- Reviewing
- Virgin Media
- Date
- 2014-06-20
- Comments
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Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
- Location
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- Location
- Cadishead Manchester
- Reviewing
- Virgin Media
- Date
- 2014-06-18
- Comments
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Virgin Media...DO NOT EVEN BOTHER CONSIDERING THEM.
I recently moved back to my mums for a short term whilst finding a new home, she uses virgin media, now I was with sky before I left my old home.
I try to play world of warcraft online, and more than likely it will die out, not to mention when one more person connects to it, it dies out.
On some days it connects well, others, not so well. But then when you ring up it takes forever to get through to the team, I have been on the phone for at least 15 minutes, although with sky you get through within 2 minutes. the womens voice is so irritating and drags out.
Just dont bother going with virgin at all, sky is the best connection iv ever had. IF I could use bad language, I would.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2014-06-16
- Comments
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I sign with virgin all included and the only option you have with them was take a 18 months contract, they accure me that If I was moving in a new house there were not problem to take my contract with me, apart sometime my TV or internet let me down, the service overall was not bad, but dealing with the customer service was the hardest thing I had to do, everytime you call them you speak with different people, sometimes based outside UK, the consultant did not find an aswer but looks like he was reading from a piece of paper, anyway finally came the time I have to move out and call them to take my contract with me, move 0.6 miles from my old address and surprise they did not cover the area of my new flat and the answer was "sorry you have to cancel the contract and pay allt eh extra months" shocking I ask how to complain and surprise surprise the only way to complain is to WRITE A LETTER to the Head Office, incredible, a company provide internet in your house and the only way to complain is to write a letter by hand, I start to laught because honesty there is nothing else to do, till they send me the letter in which they were seay "sorry to hear you leave us" NEVER NEVER AGAIN I HOPE I HAVE TO DEAL WITH A so unprofessional company where the customer service is the worst ever and they do not treat you as a person but as a mumber, I hope Virgin and Mr Branson learn to work honestly in the future and treat people bette that they do not. DO NOT TRUST THEM, do not go with them, now I have my sky and no problem at all.
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2014-06-12
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-06-10
- Comments
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Goes down more than any broadband I've had in the last 10 years. Constant equipment failures, service interrupts, and slow as government service during the peak times. BT was much, much better on all fronts.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2014-06-02
- Comments
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Broadband is slow even with high mb, customer service is practically non-existent. Prices go up and up. Would of gone with sky a long time ago, unfortunately we cannot get a great signal for the tv package as well because of trees in our garden, but as soon as the fibre optic is done in our area through sky and bt that's where i will be heading!
- Location
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- Location
- Kent
- Reviewing
- Virgin Media
- Date
- 2014-05-21
- Comments
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1 star is too much for Virgin, the company is a rip off and a disgrace and use sharp practices. Customer services are a shambles. If computer says no that's the end of it as far as they are concerned, I have been a customer for years but I cannot put up with Virgin anymore so they are losing a good cutomer.
- Location
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- Location
- bradford
- Reviewing
- Virgin Media
- Date
- 2014-05-20
- Comments
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my bundle is 40MB but what i get is 4.3MB only i do the test through different speed tester i called the customer service to complain it took more than five minutes and i got nothing as usual
- Location
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- Location
- Tayport
- Reviewing
- Virgin Media
- Date
- 2014-05-19
- Comments
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AVOID THIS COMPANY! I have been a loyal broadband customer of Virgin Media for a good few years. Then last year, Virgin Media announced that because it was such a good company and needed to remain competitive, it was increasing its prices way above inflation. I disputed this and communicated with Virgin Media over the internet using their website chat. The representative of Virgin Media misled me and indicated that if I agreed to stay with them for 12 months, my prices would be fixed for 24 months and I would get a free phone line. I agreed to this. A few months later, I received a letter from Virgin Media stating that they were such a good company and to remain competitive they would increase my prices way above inflation. I disputed this again and the attitude of Virgin Media is that I need to read the small print and they can do what they like. I took the case to the ombudsman and the ombudsman ruled that due to the Virgin Media contract, they are within their rights. I have sinced moved home and now live in an area that is not serviced by Virgin Media. Virgin Media have added disconnection charges to my final bill, which has multiplied the cost. I have disputed this and Virgin Media have put a black mark against my credit history, which is otherwise exemplary. I will be taking legal action against Virgin Media for making my credit more expensive because this will cost me money if I need credit. Whenever I try to get through to Virgin Media, I end up speaking to somebody in their Indian call centre. They can't make any decisions and cannot even ask for somebody from the UK to call me. After being a loyal customer for years and after always paying bills on time, this is how I am treated by this awful company. Avoid Virgin Media, otherwise you'll regret it.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
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very hard to understand becomes very difficult
sometimes activation can be a problem it is also mightbthinkbof changing to bt broadband
- Location
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- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
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Non-existent customer service, horrible TV reception and long, long waits on the phone. I changed to Sky, who have been brilliant. Virgin have now promised on three occasions to send packaging for their old eqipment, but seem incapable of sending Jiffy-Bags through the post. They have, however, warned me against disposing of their equipment, which is so old it has NTL on the front! Never, ever, again, they're absolutely useless!
- Location
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- Location
- Amersham
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
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Just had new home hub installed to solve my ongoing connection problems via Apple airport. Engineer showed up on time, sorted it in five minutes, tidied up after himself and set up all my devices for me. Very happy with the service today.
- Location
-
- Location
- chertsey
- Reviewing
- Virgin Media
- Date
- 2014-05-10
- Comments
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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
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2014-05-09
- Comments
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Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-05-05
- Comments
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Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.
I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.
Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.
But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.
If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!
With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.
I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.
Broadband reliability is good, not amazing, haven't had any real issues though.
I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2014-04-27
- Comments
-
Don't let anything go wrong with your broadband or bill as their customer service is appalling. When I opened my account I was given the wrong information by the operator and this has resulted in me being out of pocket of £50. When I called for help, none was given and on top of that they could not have been more patronising. If I knew how incompetent their staff was I would have chosen a different internet operator.
- Location
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- Location
- staffordshire
- Reviewing
- Virgin Media
- Date
- 2014-04-22
- Comments
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I only have TV package and now on numerous occasions have tried to contact virgin media to get channels removed. I have had to wait over 5 minutes to get through to the right person after pressing the various numbers only to be told they are experiencing technical errors so therefore waste of my time problem still not solved. Had issues with internet dongle also, going move to sky asap.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2014-04-20
- Comments
-
I used to be an NTL customer. Then NTL became Virgin, we lost all the sky channels and I left Virgin swearing I would never deal with this bunch of dishonest scum again. 2 Years later i find myself in an area with dreadful ADSL and am forced to go with Virgin if I want servicable internet. I knew this would be a nightmare entered into, and guess waht, yes it is. This company is a disgrace. It invests millions of pounds in new main backbone infracstructure but then completely fails to support this with suffucient capacity in the street boxes that share the internet and TV out to its customers. In the last 4 years I have had to phone up and complain every 5 to 6 months that my TV signal has gone so that half my channels can no longer be recieved, and my internet is clearly being swamped in the box as I get sub 1mb download in the evening. If I try at 1am miraculously I get full speed. Every time I phone up some idiot at the call centre tries to tell me it is a TV box issue (what...both of them! really??) and that my router has a problem - oh just like it didnt have a problem on the previous numerous visits. I know how the system works (I'm a network engineer) and I actually explain the workings of their own system to these gimps and yet they insist that I have to wait in my house for an engineers visit - I do not need an engineer in my house, he just needs to add a card or fix my connection in the box in the street -but every time an engineer comes out and confirms once again that my boxes in hte house are perfectly fine and it is a problem with the box in the street - wow really...you don't say....
The thing is that Virgin could get rid of 95% of their complaints and negative feedback (and maybe not piss off all their customers ..just an idea) by sorting out the capacity on the boxes in the street - this will cost money - but how many customers leave because of their shocking service???? I can now get BT fiber in my area, my Virgin contract is about to be cancelled - thats about £1200 a year they wont be getting off me because they wont put some £4 interface cards into the box in my street.
- Location
-
- Location
- Stansted
- Reviewing
- Virgin Media
- Date
- 2014-04-09
- Comments
-
Please do not use virgin broadband. We have been on the phone for three weeks every night now to their supposedly customer service! Every day from 4PM our download speed drops to 0 and we lose connection completely. They told us out modem was faulty and sent us a new one, they failed to tell us they would charge us 7 pounds postage. They promised us that if this did not resolve the problem we would not have to stay in another 12 months contract with them. Of course this did not solve the issue and they deny the conversation ever happened. Yet they say they record their phone calls so I said to them go back and listen and you will hear they reply but we don't record all phone calls. They are rude, have an answer for everything, never phone back when promised, and constantly deny that there is anything wrong. I have now got a Mac code from them and they informed me that if we do not pay for the Rueter which did not need replacing that they will send round the debt collectors. I said they can have their reuter back as this will cover the so-called debt. Please please do not use them you will spend every evening on the phone even trying to get through to someone is a joke, when you do get through to India you will be lucky if you can understand the person on the other end of the phone as their accent is so strong. I am now switching to BT
- 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.