4,684 Customer Reviews over 118 pages
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2020-01-11
- Comments
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I had no issues with Virgin until my contract came to an end and I tried to leave. Once they knew I was cancelling, they made everything as difficult as possible and added extra charges that I did not owe. After 5 hours on the phone to them, I finally got through to someone helpful and they cleared my account of what I owed and shut it down. All seemed fine until I got a letter from a debt collector saying I still owed them £15. After a further 2 hours on the phone to them, they finally admitted that they had billed me for this incorrectly and cleared my account. Unfortunately, not before this late payment affected my credit score. If you ever plan on ending your contract with Virgin, I’d advice you to stay away.
- Location
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- Location
- SE London
- Reviewing
- Virgin Media
- Date
- 2017-01-26
- Comments
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I moved to a new area which previously had Virgin installed so thought I would give them a try. The internet speed and reliability was great, TV box was a slot slower than sky but manageable. About 5months in there was an outage in the area, no internet at all but was told repeatedly this would be resolved in the next 24 hours. This went on for 6 WEEKS! Can you believe that?? No interner and after the first week or so the TV service became unusable. They wouldn't let me leave, said at least 3 engineer visits would have to come EVEN though they know what the issue is. Can't believe any issue can take that long. I eventually got out of the contracted when I noticed on an increase in charges letter that you have the right to not agree with the increase and cancel without paying in fees, even this was a struggle. PLEASE STAY WELL CLEAR OF VIRGIN! Now happily living with BT Infinity.
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
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I have been with Virgin for over 10 years. Recently changed to Sky TV package but kept my broadband and phone package with them. Broadband had been fine for a while, after intermittent problems some time ago, but today it starting acting up again - kept dropping, rebooted modem and got it back, then it dropped again, over and over all day. So I rang them this evening to try to get the problem fixed and was told that it was due to "very high usage" in my postcode area (too many people using too little bandwidth after their recent sales push), that the engineers were working on upgrading the equipment and THIS SITUATION WOULD CONTINUE UNTIL SOMETIME IN JULY!!!!!!! So, I am faced with dreadful intermittent, slow broadband for the next 3 months or so?!?!?! This is NOT GOOD ENOUGH! You sell like mad, run out of capacity, do an upgrade (during which we suffer poor service) and then you sell like mad and we go round the cycle yet again. As far as I am concerned this is breach of contract and, unless this is resolved I shall be looking to cancel my contract with Virgin and move to another provider - probably BT or Sky. It will be slower (no Affinity here yet) but hopefully it will be more stable. Shame on you, Virgin. What most customers want/need is not lightning fast broadband, just reasonable speeds that are reliable and consistent. I believe Richard Branson is no longer involved with Virgin Media(?anyone know if that's correct??, else I would write to him in person about this.
- Location
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- Location
- Loughborough Leics.
- Reviewing
- Virgin Media
- Date
- 2009-08-08
- Comments
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Have been paying extra for uprated Broadband speed for two or three months now; but despite taking the money; I am STILL waiting for the up-graded service.
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2018-07-24
- Comments
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I’ve been with virgin for about 14 months and in terms of speed and reliability for the most part no other provider comes close but for the past 2 months I’ve been left without internet for perhaps 8 days if all of the time was added together which is unacceptable.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-02-09
- Comments
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Phone line. It took two days of persuading operators that I have a fault. I bought new phones thinking it must be my problem.
today I have been told "yes there is a problem, we will fix it"
I rang for an update tonight and was told the techs will be here 20 feb. Its the 8th today.
I had passed my mobile number to be updated and no one has yet contacted me. Not well pleased with this service.
07704725245
- Location
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- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2018-04-22
- Comments
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Cusomer service it's useless. Drives you mad. You just want to cancel everything and never have to deal with the company again.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2018-10-14
- Comments
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Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-04-08
- Comments
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Well what can I say other than, STAY AWAY!!!
I use to be a loyal Virgin customer for years from 1998 before they became Virgin, till 2015. The service was good when it worked, but when there was a fault it took anything from a week to 3 weeks before an engineer could be send out to find the fault, at one point I was left for 3 months with no service, and was told my line from the road to the house needs replacing. On the day the engineer was booked he didn't turn up, after a huge fight with someone on the phone they send an engineer the next day and the problem was fixed in less than a half an hour. Finally when my service went down again just before Christmas 2014 and I was told I will have to wait 3 weeks before an engineer could come out and find the problem, I had enough, and changed to BT.
I wish I could say that was the end of my story, but it's not. BT's service was more reliable but intermittent and just not as fast as Virgin. When the internet went down it would be off for 10 - 15 min a couple of times a day, but all ways came back on, but irritating enough to encourage me to make the leap back to Virgin.
BIG MISTAKE, HUGE!!!!!!
I was suppose to switch back to Virgin on the 31 March 2017, the engineer turned up as planned. He installed everything that needed installing, but the internet would not connect. I was informed that there was a fault on the area line and the internet should come online by 6pm that evening, and with that he left. Well six o'clock game, and no internet, and along with that no TV service either. I phoned Virgin and after all the usual checks was done, I was told they will have to send out another engineer. As per typical Virgin, no engineer was available till the 7th of April 2017. Not the best way to start, but I agreed and was hopefull that I will be back online the following week.
On the 7th the engineer turned up as arranged, it took him less than 30 min to inform me that the line from the road to my house was dead and need replacing, which apparently should have been picked up the previous week and fixed, but was missed. I was then told that they will have to book another team to come and replace the line, and as this is a new instalation should happen within a week and a half and some one will phone me later the same afternoon with a date, and he was on his way by 11:30am, with me waiting for the call. No call came so by 4:30pm I phoned Virgin. From that point onwards I was send from pillar to post talkeing to several different call handlers, all vriendly and trying to help, but with no answaer for me. The last lady I spoke to Friday evening promised I would be called before 8pm with an answer, but the call never came.
So this morning Saterday the 8th of April 2017 I rang up again. Was then again passed on to the relevant party, a very friendly and helpful young lady, who was left to give me the bad news that the new line will not be installed before the 31st of May 2017. I was speechless to say the least. I told her that that is absolutely unacceptable and cancelled everything there and then. I was told that I will not need to pay any cancellation fees seeing as I have not had any service from them since the day I switched to Virgin, and that they will provide me with the relevant packaging to send their equipment back.
I immediately phoned BT and switched my service back to them this morning. I would have been far better of leaving well enough alone as I will now be with no internernet till my switch over date with BT witch will be on the 25th of April 2017, but at least it will be more than a month earlier than it would have been had I stayed with Virgin.
All I can say is that none of the service providers are perfect and that the lure of faster broadband speeds from Virgin sounds enticing, but until they can back that up with better customer service and more reliable and acceptable engineer appointment times. Their internet can be 10 or 20 times faster than everybody else's, but if there is no service the speed really make no difference. Maybe instead of trying to provide faster speeds than everyone ells in the market they should start by trying to deliver reliable services first. No connection will always be the slowest connection!!!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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The worst service i have received from any providers. The customer services and installation team are a bunch of cowboys and don't know what they are doing at all. Their managers are utterly rubbish, they do not even call back and they keep extending the time by 48hrs. They wasted so much of my time that eventually i have now lost connection and number of my landline. And no date has been set for the fix and installation of the services. I have now decided to go back to SKY and have to cough up £50 to re-activate my line again.
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2020-01-25
- Comments
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They should rebrand as Virgin Greedier. Charging loyal customers £65 when new customer deals are £27. Shocking.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-01-18
- Comments
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Great speeds, awful customer service and very high prices masked with introductory offers to get you in.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-10-01
- Comments
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Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-10-04
- Comments
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Before I signed up with virgin media through Currys store I wished i'd looked online for reviews because I have regretted it till today. Biggest rip off all time they even changed my broadband package without informing me and charged my over £100 until I luckily received the email and rang them to sort it out. I had no option but to be stuck with them and now thank god I've only got till December left thank god because I will never EVER go or recommend them to anyone. Staff are useless and your on hold for over 10mins untill you decide to hang up once you fed up. I honestly hope they get exposed for their rip off deals. P.s if you try and cancel your broadband you will have to pay the remaining amount which aint worth it really. Good luck to everyone because I feel like I'm finishing my prison sentence with them
- Location
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- Location
- cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2018-02-06
- Comments
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Every time I call virgin my blood pressure goes high, this company is full of useless, they doesn't undesrtand what they have to do.
After my 12 months contract I decided to give them the months notice to swap company, after a couple of days, somebody from virgin called me to offer a good package for broadband and phone) to keep me with them.
I accepted, but by sorprise, they cut off my service.I called them and one of the useless said that service was ended due to my request. That day started a new nightmare with virgin. I lost my phone line, nobody can find that conversation where I agreed to have a new 12 months contract. They estore my broadband in the mean time they looking for the evidence of new agreement.After a week, called virgin and the useless again said...sorry but you lost your number by your request, we put in place a new contract for your broadband and you have 14 days to cancel this new contract...
I never agree a new contract, They never said this restore service was going to cost me a standar rate and on top without lineland.
It's disgusting, 90% of customer service are Sh>>>useless, htey doesn't undertand nothing. I feel so frustrated, nobody care about customer, I swaped from BT(another Sh...)but virgin I think is worse.
- Location
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- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2018-02-20
- Comments
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Contacted in September re; joining Virgin.Installation on January 25th. Installer couldn't activate installation i was ringing on mobile till 7pm. Left with 4 plug extension lead plus 2 plugs connected to 2 plug socket = Fire Safety Hazard.Plus no phone connection still; Virgin hasn't contacted previous provider.Have
to date have had yet another of piece necessary equipment installed now 7 plugs connected to 2 plug socket !!!!! Have had bill from previous provider plus 1st bill from Virgin.
Not using any equipment from previous provider and can't on advice of Fire Safety Officer use new equipment from Virgin.
Have contacted Virgin several times full of excuses.Want me to pay £100 for 5 new sockets.
Contacted CEO of Virgin Media haven't bothered to contact me.
How many more customers have been left in such circumstances.
- Location
-
- Location
- Hp6
- Reviewing
- Virgin Media
- Date
- 2017-05-19
- Comments
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Don't believe hype, meant to be on 200md download, yes if plug in with Ethernet cable to router but wi if right in front of router 20 to 30 Bm throughout house whether computer iPad phone etc. Pop down friend with bt and consistently 45mb. Virgin prone to interruptions and drop outs
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-05-19
- Comments
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Keep clear, a horrible provider. I have been trying to cancel or downgrade my price plan for 3 months. You will simply be disconnected after the agent says they are putting you through to customer retention. I finally got through today, I spoke to two ladies who were extremely helpful despite not remembering my password on the account they asked for other additional security questions which I passed. When they put me through to customer retention the lady refused to help me stating that, if I did not remember my password there was nothing she could do. I told her that I had passed security with 2 of your colleagues. She flat out refused to assist me with my cancellation request. It is the law she said, she furthermore said there not enough other security questions to ask you despite clearing security with 2 of her colleagues. I am really appalled by the attitude of this provider. I have spent 1.5 hours on the phone.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-11-02
- Comments
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It is costly. It is only good for new customers, while you get a cheaper rate. Afterwards, your price will increase every year by a few pounds. I tried to call the customer support, but the person would only argue with me and didn't stop to listen to me. I am very disappointed.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2019-06-13
- Comments
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Shocked to find that I cannot contact Virgin Media by email. I tried the online form and it took forever to fill in a long list of required fields which they already know as I'm signed in. Then, to add insult to injury, the whole lot was lost before submission. I'm sick of speaking to them on the phone. Only interested if they can sell something. Looking at alternatives
- Location
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- Location
- Reigate, Surrey
- Reviewing
- Virgin Media
- Date
- 2018-03-10
- Comments
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Speeds sometimes considerably slower than advertised. Capacity seems insufficient for the demand, speeds dropping at busy periods, such as the weekend. Have had problems in the past with sorting problems with the physical connection between house and street, although this was better on the last occasion.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2020-08-08
- Comments
-
Virgin Have disappointed and i will be looking for a new provider when the contract ends.It has taken 6 phone calls and an average wait of 40 mins to get through to Customer services. this should have been 1 call to agree a new contract.
All 5 subsequent calls were to correct mistakes! Broadband speed is average with my wife on a newer laptop getting 100MB while my device plods at 20-30MB
Outages on Broadband have increased averaging 2 a week for just short periods over the last 2 months. Virgin say router is working but i think they just do not want to replace it. Have had them do a system check and they say everything is working in local area. to get 5 stars they need to do a lot more for my money.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-09-16
- Comments
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What I really dislike about this company is the Customer Service. When attempting to change my contract recently it took 90 minutes on the phone and nine times I had to request the change before they would actually do it. When something goes wrong with my service I shudder at the thought of having to phone them. Come on Virgin Media - you wouldn't get away with this behaviour in any other industry - sort yourselves out and treat customers with service, respect and dignity.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-02-01
- Comments
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200mbps. You must be joking. Its 11.40 pm. I’m gettiang 40mbps. Over subscribed isn’t the word for it. They don’t give a damn about their existing customers. They are only interested in new business.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2023-10-14
- Comments
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Avoid Virgin broadband at all costs. This is a dishonest company out to trick customers in this difficult financial situation.
They entice you in with a low monthly cost, give you poor broadband and wifi and then when your contract ends, hike the bills up to more than double. They then will only refund the hike, if you stay with them.
So many customers say the same. Virgin should be embarrassed, but are not because they are a dishonest deceitful company out to rob people in an already difficult situation.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-07-24
- Comments
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So my internet doesn’t always work 100% but there are no real problems. Today I get a call from virgin media with the fastest speaker in the world and a different accent. Thankfully I payed attention. With just a few yes’s I would’ve opted to an additional 7.99 on my bill. I pay for 100mb broadband speed. If I had any issues I’d let virgin media know. She also said yes on my behalf for so many important statements. I wish I could describe how manipulative they are. Not a happy first time broadband customer. As soon as I said I’d like no additional charges on my bill I was getting nothing for free and a sudden (angry) change in tone. It was almost like a test. Made me really doubt my worth as a customer.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
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Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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Im on an 18month package with 6 months left, i currently pay £38 a month for tv with less choice than free view, phone which i don't use so in essence just broadband. Rang up to speak to an advisor who was extremely rude and arrogant. What started out to look like a good deal really was nt and fully regret it. The ti vo box is an absolute joke, records random crap, temperamental to use. I would nt recommend this service to anyone, i was offered to reduce my bill to £33 with some extra channels but with an additional 6 month contract, after speaking to the customer service rep i would nt give her the satisfaction...........What the hell happened to politeness over the phone, I'm sure Mr Branson would expect better
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
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Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers and to add insult to injury they charge you 16p/minute on an 03 number to tell them they are taking money from you they are not entitled to!
- Location
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- Location
- Southport
- Reviewing
- Virgin Media
- Date
- 2017-04-13
- Comments
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I've just switched to EE due to the fact virgin could not offer me much in the way of a new deal (I don't think they are great at looking after existing customers) and the speeds I'm getting didn't warrant paying £40 a month for. I paid for the 50mb speeds but got nowhere near that, downloading games on the Xbox was particularly slow. The cancellation with virgin was a nightmare they won't just accept you're ringing to cancel, starting telling me what a terrible decision moving to EE is and that I'm a 'brave lady'. Still even at that point they couldn't match the price EE offer and I had to laugh when they tried to get me to take the 100mb with them when I already told them they struggled to supply me with the 50mb I paid for.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-18
- Comments
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So sad such a larger company treat customers that have been with them for over 20 years as though they are STUPiD. So fed up I cannot phone them any more and be left listening to music which would never make my playlist of most dreadful songs EVER and then get through to very delightful people who never can help you.....I shall be leaving Virgin in March , just been looking at BTs packages and have decided I am NEVER going to be taken advantage by one of the worst companies that most definitely do not believe in Customer service.....ta ta and good riddance x
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-18
- Comments
-
So sad such a larger company treat customers that have been with them for over 20 years as though they are STUPiD. So fed up I cannot phone them any more and be left listening to music which would never make my playlist of most dreadful songs EVER and then get through to very jdelightful people who never can help you.....I shall be leaving Virgin in March , just been looking at BTs packages and have decided I am NEVER going to be taken advantage by one of the worst companies that most definitely do not believe in Customer service.....ta ta and good riddance x
- Location
-
- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2022-03-17
- Comments
-
ruined by terrible customer service.
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
-
Should be 70MBS cable and on rare occasions it does register a 70MBS download speed, but is more often just a mere 5MBS. My mobile phone downloads faster than my cable speed.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-03-20
- Comments
-
Off-peak you can have 200Mbit, but in the weekends and evenings this drops to 8Mbit. It also depends how many neighbours use Virgin Broadband. The speed used to be good, then worse and worse until I complained and they upgraded the local box. Every year they increase the price of your bill by a few pounds per month until you complain. Here and there outages, when you complain it seems sometimes to be fixed and sometimes not. When I cancelled they tried to get me to move my package over to my new address, they tried to sell me a mobile package, they tried to get my new address to probably send me more flyers. Typical big company I would say, the broadband space needs some more competition.
Still probably the fastest internet you can get in London. Sad.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2018-04-08
- Comments
-
The worse costumer service in the world. Every single time providing incorrect information.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Comments
-
It seems as if Virgin media deliberately puts walls around being able to access customer services. The telephone contact systems often drops dead, staff do not follow-up on complaints or issues, and formal complaint procedures are ignored required lengthy referrals to independent arbitration. Virgin relies on the fact it have a fibre network to keep customers, and to be fair the broadband when working is good. but when problems arise you can expect to loose money and time trying to deal with the company.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-05-07
- Comments
-
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
- Location
-
- Location
- bedford
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
-
In my opinion, the wifi is good for one year and after the contract end everything went quite bad, the wifi keep coming and going but overall is worth it and I really recommend it. (Better than sky)
- Location
-
- Location
- borehamwood
- Reviewing
- Virgin Media
- Date
- 2019-12-09
- Comments
-
The relation between virgin and us is one sided. I could never contact them. The costumer service is very active just before signing the contract. After that they said goodbye and never answered.
- 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.