4,684 Customer Reviews over 118 pages
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- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
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Had an issue with bt sport with tyson fury vs dillain whyte boxing fight. I paid nearly £25 and hadnt been able to watch over an hour an half of the fights, which I had money on under cards. I called customer service and was advised I will not be billed to watch the fight due to this issue, however I have had a bill today saying I have been charged for this boxing fight even though I was told I wouldn't be! My bill has hit £117 I think this unacceptable when I was told I would NOT be charged for this as I couldn't watch the first hour and half of the events! Speed reliable but services expensive and the price creeps up constantly and staff seem to lie about charges just to charge you anyway. I'm now ending my contract this month and I have been a reliable customer for 2 years now. They don't look after existing customers it's all a scam and the price goes up in contract to. I was paying 50 odd pounds a month now 63 (same service) now I'm out of contract 83 ?! All I ever use is the WiFi and I get stung for a TV package of rubbish repeat freeviee channels. Its basic and a con. Wouldn't recommend virgin
- Location
-
- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2018-12-19
- Comments
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Really cheesed off now. My previous issues regarding non-existent customer service have not been addressed, and now on top of that my Wi-fi keeps cutting out - mostly in the late evening. Only redeeming fixture is download speed - when it's working. I cannot wait until my contract finishes, then good riddance. And if Virgin read these reviews, they obviously don't give a stuff as the poor reviews keep flooding in on a daily basis. Absolutely shocking.
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2022-05-26
- Comments
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Fairly reliable broadband and quite fast. Goes down 5 or 6 times per year that I know of without explaination, but not the end of the world. My main gripe with Virgin Media is the constant price increases. They’ve crept my bill up from £22 per month, up to £47.50 per month, while still offering the £22 service to new customers (may be £24 now). I’ve just canceled with them and I’m going to try another provider.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
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I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
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I have been with NTL/Virgin for over 16 years and pay over £80 a month for something which is between a Big Bang and Big Kahuna package, but with no Tivo box and an upload of no more that 19 Mb. I realise that I have been stupid in not switching before. Why are loyal customers treated so poorly?
But it is not easy to select a new provider.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-02
- Comments
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I use VM for Broadband only and I'm being charged around £47 a month. They've informed me that they're raising their prices by £7 a month in March and I have no idea why I'm paying so much. Its a rip off and I'm leaving ASAP.
- Location
-
- Location
- Gateshead
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
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Have been unable to sign into email for ten days, says password incorrect - I haven't changed it. Almost impossible to speak to a human or chat online to discuss the problem . Very poor service and very time consuming.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-21
- Comments
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The internet was fast but the customer service was crap. We got told the wrong information when we signed up and they charged us an extra £70 at the end for something that they had not told us. VM did not reimburse us which is rather unfair.
- Location
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- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2015-02-19
- Comments
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i have 20mb broadband connection which is OK when its working - often it is not although Virgins broadband status page rarely reflects this fact. Customer service is patchy some times good some times bad just depends on who you get responding I think. There sales staff on the other hand are snake oil salesmen in my experience. Often being misleading or out an out lieing about costs and particulars of offers etc.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-08-16
- Comments
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Over charged me 5 pounds over agreed contract price. Was told can move my contract whenever I move. When I came to move found out that need to start a new 12 months contract every time you move. Complete scam, would not trust virgin media.
- Location
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- Location
- Nr Manchester
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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No phone for over 2 days now.... Engineer went off one day, I complained unbeknown to me a engineer was booked. Got on to technical in mdeed there was a network fault and the phone returned within the time quoted!
The next day an engineer rang, 'doing some test' the line will go dead for 10 mins. and it comes back cancel the appointment - it never came back 2 day's is a very long 10 minutes.
#
Can I get it sorted.... you're welcomed to try. So I'm gonna notify the billing, notify the banks and suspend payments until it is and that I am refurbished the cash I spend on my mobile - over £15-00 worth to VM.
UTTER DISGRACE.
- Location
-
- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2017-07-29
- Comments
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Broadband service good but be very wary, after promo offers end you pay full whack and when you add, amend or change a package end up extending your contract with them. In the main customer service is shocking, there are a couple of staff that were great but doesn't help that you get passed round the houses to different departments rather than one person being able to help, average call time with these guys for us is close to an hour. And Virgin need to catch up with other companies - we are shortly leaving them to move to another Broadband provider- and a big reason for this is Virgin not having a UK call centre- when you ring up with an issue anyway it is infuriating speaking to someone who you can't understand and can't understand you. I won't be moving back!
- Location
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- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
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supposed to be up to 10 mb its a question if I can get 5 mb
- Location
-
- Location
- Potters Bar
- Reviewing
- Virgin Media
- Date
- 2018-11-01
- Comments
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Have been happy until recently. Broadband went down and was told on phone there was no problem and must be something in my flat that needs attention. Waited in for an engineer who immediately said it was not anything in my flat but an outside fault effecting many people. He said it would be repaired that evening or first am. I accepted what he said but felt uneasy. I phoned again and told repeatedly there was no problem in my area! So another engineer booked to come again. Being told different things by phone staff and their engineer. Have spent many hours on phone. Am looking for a new provider
- Location
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- Location
- Whitley Bay
- Reviewing
- Virgin Media
- Date
- 2018-01-04
- Comments
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Bought full Broadband TV package because former BT was too slow and cost escalating. TV package (basic) is good although we have notice transmission breaks of a few seconds on occasions. Broadband - initial problems with speed because router was not in same room as PC (steel ceiling joist caused 'Faraday Cage' affect) - solved by elec ring main 'Power line' extension. Rating reflects initial speed. Email page is not as user friendly as previous BT
- Location
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- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2020-12-10
- Comments
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Their customer service is non existent. I have spent 4 days of stress trying to speak to someone. Impossible. just texts saying someone will be in touch with me. Technology is supposed to make life easier. Am I the only one who is finding it more difficult. To be fair on their staff they are only doing a job, its the people in charge that should be held to account.
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2019-01-13
- Comments
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There was a long period I would have recommended Virgin to anyone, for both speed and stability. I don't know if they've had a halfwit making poor decisions and cut the technical staff who kept the service going, but the bottom line: They now appear utterly clueless and the service seems to be constantly going up and down. Numerous calls raised, engineer visits on more than one occasion and it's still unstable. Sadly at this juncture I would suggest giving them a wide berth and looking at other providers if any can provide a reliable service.
- Location
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- Location
- Standlake
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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I don't have any major issues with broadband or their tv bundle except that is not worth the money they charge you but what i do have an issue with is their rotten customer service. I was practicly shouted at for wanting to leave. Rude and aggressive and for that reason i really wouldn't recommend them to any one!!!
- Location
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- Location
- Corby
- Reviewing
- Virgin Media
- Date
- 2017-04-25
- Comments
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Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
Chased in November and was promised within another 28 days. Still nothing sent.
Chased again late December. Was promised within 2 days. Still nothing.
Also hiked the price up one month into the contract.
Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
TiVo box much slower than Sky's equipment and less user friendly.
Don't recommend this company at all. Should have stayed with Sky.
Update: Asked for the complaints procedure on Twitter. You can't email complaints so had to send it in the post. The wrote back a few days later on 27th March saying they would respond in full within 14 days and that they would call me. 18 days later and still no reply or phone call. Appalling customer service
Further update: Finally got a reply 38 days after the original complaint and only after I chased repeatedly on Twitter and sent LinkedIn messages to the CEO and other Senior Managers.
Ironically the reply came by email, after they originally insisted on a postal complaint. The response was completely impersonal and said they would not provide any meaningful compensation because I am on a "residential service account". No explanation was given as to why such an account would not be eligible.
Cheekily they then gave an 11 day deadline for me to reply to their response that had taken 38 days to arrive. Very poor customer experience.
- Location
-
- Location
- Didcot
- Reviewing
- Virgin Media
- Date
- 2018-10-12
- Comments
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The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2024-02-24
- Comments
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I did a contract with virgin and the price was 55£ for broadband and tv. In the contract it says that the price would go up at month 19. But a few months after the contact done, they increased the payment 16% and said that it was the crisis and increased cost of something….this ia an abuse as this is not the normal increase due to inflation…..
I don’t care about the smalll letters in contracts saying that they can increase the prices durin the contracts. I just think that they don’t care about customers and they place this conditions in small letter on purpose to increase prices whenever they can for the most stupid reasons they can find.
Very disappointing
Patricia Duarte
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-09-06
- Comments
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It's fine when it works, with good speed, but reliability is awful. It goes down for hours at least once a month - and as I work from home that's incredibly disruptive. Will not renew.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-12-13
- Comments
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I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.
Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.
If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
- Location
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- Location
- Irthlingborough
- Reviewing
- Virgin Media
- Date
- 2020-10-07
- Comments
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After 20 plus years as a customer at 4 different addresses I had to leave Virgin as they could not supply my current address. They are now complaining that I owe them money are hounding me for payment. They forgot to close my account they forgot I sent back the set top box and other equipment. They forgot that I never made a late payment in all the years I was with them. They do not give a flying fart about customer service. I urge anybody who is thinking if giving them a chance DON'T they will treat you like dirt if your so much as 20 minutes late with a payment.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-01-31
- Comments
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The broadband itself is fine. Terrible customer service. A catalogue of ineptitude and poor behaviour. Very long waits to speak to people. Passed between many people and having to start the process anew each time. When moving house you need to set up a new account, requiring you to use a new email address. They posted equipment to my old address, but took half a day of calling them to realise that's what they had done. Then it turned out the equipment (which they insisted I needed to use), was the same cable I already had. Sales staff promised I would be able to continue using the same deal I was already getting, but when I moved Virgin claimed there was no note on my file, so I had to start a new contract. They refuse to send email confirmation of the content of calls, so I have no way of proving what they said. Attempting to get anything sorted is a painful process of listening to their terrible hold music on repeat for hours. It's maddening.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-03-10
- Comments
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Technically very good. Customer service could not be any worse .They don't care if you,leave .A very good technical service which does not deserve serve to have any customers .shocking .Am of the silver haired variety but never have I experienced such bad customer service ..and more than once !
- Location
-
- Location
- Mottingham
- Reviewing
- Virgin Media
- Date
- 2022-03-16
- Comments
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every year the price goes up.to talk to a live person in case of a problem with the service, you need to call several times.lately, there is very often no internet
- Location
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- Location
- Gatwick
- Reviewing
- Virgin Media
- Date
- 2018-05-24
- Comments
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Good if you want speed and reliability. HOWEVER BE WARNED if you want to cancel.... good luck, 2 phone calls and on the last call I had to ask 5 TIMES to cancel if they couldn't meet what another provider was offering but the sales agent continued to try and sell me what I didn't need!! I had to be rude and abrupt with him to make him listen and when he finally got the hint he was rude and abrupt back, rediculous he reacted like a jilted lover!! he then rushed he explained the terms of billing and cut offs so fast I could take anything in or write it down. just terrible. now a credit for services they have charged me for which I shouldn't have been charged for are being sent by cheque..... in 45 days!!
online help is useless don't use if you need any support at all!!!
terrible and I would never go back, I would rather pay more and go for sky!!! or even better now tv!!
- Location
-
- Location
- South Yorks
- Reviewing
- Virgin Media
- Date
- 2022-11-11
- Comments
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Informed we were being given an upgrade, but there was no difference to the speeds after rebooting the Hub
- Location
-
- Location
- London, Newham
- Reviewing
- Virgin Media
- Date
- 2015-04-26
- Comments
-
I just switched from BT because of their high prices. I am paying for the second-to-best plan. The speed is really good, but unreliable. You get lots of days when you are just waiting for a page to start loading. It loads instantly after a while, but by that time you are already swearing.
If you are using your bank services you might also be logged out for security reasons.
It is extremely frustrating especially since I'm quite techie and I know this problem is not with me.
If you are a gamer, stay away, your ping/lag is too high for real-time games (maybe turn base strategy will work).
Compared to BT, Virgin is faster, but unreliable and much, much more frustrating.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-08-28
- Comments
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Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
- Location
-
- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2016-05-07
- Comments
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The biggest problem we customers have to deal with is that there is little difference between the major providers, and they quite frankly do not give a real jot for their customers. In the many years I have been with Virginmedia, they have never once given me the service I pay for with frequent outages thrown in for good measure. At best you get 50% of the speed they advertise, apparently only a small percentage of their customers need to get 100MB for them to claim that all customers get this service, but the reality is that you normally get 10MB-15MB. The mobile phone service drops out as many times as you get a connection and you get more Free to View TV channels on an open decoder than Virgin provide in their package. It seems to be a legalised form of theft to charge for Free to Air channels, but that is what they do, as indeed do the rest.
Long and the short is that Virgin offer an overcharged mediocre service, but are little different to the others. One day a Regulator will be appointed who can actually do his job and sort this out.
- Location
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- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2016-06-19
- Comments
-
Currently paying for 100mbp/s
I average about 20.
And very rarely hit 50.
And on top of that, my connection drops at random moments for no reason.
At the time of typing this, my connection speed DROPPED to a maximum of 3mbp/s.
It's ridiculous.
I do have the odd lucky day where my speed is about 40mbp/s, but that's still nowhere near the 100 i'm paying for.
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2018-06-22
- Comments
-
Virgin Media customer service is actually not the problem, they become robots, as they are individuals who have to read basically from a script. An issue that has a stock response of "our engineers are aware of the problem and working hard to resolve", I mean that means nothing.
Virgin offer a £10 credit and that is appalling.
We have had no TV or broadband for 3 days, an up an down intermittent fault with no end in site, yet they will gladly take my monthly subscription fee.
How many times can they quote, advertise that they are improving the service, spend less on your adverts and more on the network infrastructure that supports your customers.
- Location
-
- Location
- Kingston
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
-
I’d advise anyone to avoid Virgin Media broadband; when it works it’s very quick however it’s incredibly unreliable and drops out on a regular basis. Its range is also very poor, I live in a regular semi and the router in the hallway doesn’t reach upstairs.
- Location
-
- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2017-03-07
- Comments
-
I started my contract in December and after moving the address I have been assigned new contract for another 12 months. Now I am unable to close it early without paying disconnection fee. Joke. Wanted to speak to the supervisor and I was told she is too busy. Waited 10 minutes just to be told she is on another call and won't be able to help me.
So many people complaining and not getting help from the customer service, I'm not surprised she has to spend time explaining herself and apologising to people.
Joke.
Never again.
- Location
-
- Location
- ENFIELD
- Reviewing
- Virgin Media
- Date
- 2019-08-21
- Comments
-
AVOID at all costs! An absolute nightmare to cancel EVEN at the end of your contract! I had to phone time out of number to get something in writing that I wanted to cancel (ie, I kept telling them all I had got was a voice on the phone confirming it, therefore no actual proof). Let me assure you that it is far easier to pass a camel through the eye of a needle than to get away from these cowboys - AVOID or repent at your leisure - you'll have plenty of time to!
PS, please see my other review about Giffgaff, which is completely different, which you'll agree indicates my honesty!
PPS, I REITERATE, AVOID VIRGIN AT ALL COSTS!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-09-02
- Comments
-
Terrible customer service. Spending hours on the phone with no real outcome.
Same with virgin mobile.
Only plus point with them is decent speed for Wifi.
- Location
-
- Location
- Hartlepool
- Reviewing
- Virgin Media
- Date
- 2019-07-30
- Comments
-
Very expensive and poor long term customer loyalty. I will be switching next month as I've been paying well over the odds for years.
- 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.