4,684 Customer Reviews over 469 pages
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-07-27
- Comments
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Probably the worst broadband service in the world,
please avoid at any cost!!!
This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem.
Avoid if you don't want a big headache!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-26
- Comments
-
I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done)
I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again.
They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!)
Avoid this company. Avoid it at all costs as I have never had such a shocking time ever!
Honestly, I have wasted soo much and too much time with them.
(Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
- Location
-
- Location
- Durham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
-
PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE
Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill.
For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING..
**whopping increase of 103.5% to £57.00 per month!**
I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?'
Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered.
i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations.
Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin.
More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud!
The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt!
'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry!
The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat.
The final question raised was the inconsistency in discounts available between the calls and Virgin employees.
'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !'
I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings.
In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of.
How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'.
DISGRACEFUL !!!!!!!!!
Date of experience: July 22, 2023
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
-
DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault.
Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-19
- Comments
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I’ve been a customer for years and when it works it is fine…but we’ve had issues for a couple of months now and like other reviews on here the customer service is unlike anything I’ve experienced. A call centre that takes 30 mins to get through to…who basically can’t help you. They can’t resolve your issues, they can’t escalate your problem and they can’t compensate you.
We clearly have an issue in my neighbourhood, half of my neighbours have left and the other half are seriously considering it.
They honestly don’t seem to care, they don’t have the info available to them and return to the standard ‘turn it off and turn it on again’ babble.
Customer service literally non existent. Check out their Twitter feed/replies and trust pilot reviews. Also being Investigated by OFCOM for customer service failings….I’m not alone. Avoid
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-17
- Comments
-
Would give 0 stars if an option. Personal experience is that Virgin Media service was terrible. Hard to get reliable internet service. Customer service even worse. Never do what they promise and then try to send bills after disconnection for services you didn’t receive. Hours spent on the phone to them and never get anywhere. They have now agreed that final bill was raised in error but have still passed my account to a collector called BPO who I now have to persuade that Virgin Media have raised the bill in error. Seems strange that so much effort os spent trying to convince customers that leave to return rather than providing a good service / customer service while they are still a customer. In short, Just use another provider - Probably obvious based on all of the other terrible reviews.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-15
- Comments
-
The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-15
- Comments
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The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-13
- Comments
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What the hell has happened to Virgin Media? Their customer reviews are appalling. I've been with them on phone and broadband for 15 years and they're now SO bad that they're even making BBC News headlines!
As an existing customer wanting to keep my virginmedia email addresses, I tried to get Virgin Media broadband installed at my new house. After months of back & forth, dozens of calls and two visits by engineers, I was told that Virgin Media cannot service the property. Which is utter bull as the flats next to and above me are all on Virgin Media. There are four Virgin Media junction boxes screw-fixed to the outside walls of our building! After what's been an infuriating experience trying to explain this to various customer service operators (only for the line to go dead or to be passed on to someone else who's equally as useless), I have now lost all faith in them and will be looking elsewhere.
Virgin Media ... SORT YOURSELVES OUT! You've completely lost the plot. You get one star because 0 stars not available.
- Location
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- Location
- Spennymoor
- Reviewing
- Virgin Media
- Date
- 2023-07-13
- Comments
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Shameful treatment !!! Was due to get installed 17th. Had 3 phone calls asking why i had cancelled?? I had not. Apparently the technician had been and i told him i wanted to cancel.NO TECHNICIAN BEEN and i DID NOT CANCEL!! I was then given a later daye which was no good and was told it was my fault for cancelling. I DID NOT CANCEL. Terrible customer service before installation. AVOID
- Location
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