4,684 Customer Reviews over 469 pages
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2023-06-03
- Comments
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For Broadband- it's fine. Never really had a problem.
However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
So, be warned. Don't try leaving them, or asking for help.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-03
- Comments
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Im very sorry to write this.virgin media has really bad customer support services.basically i called them and they picked up my call but thar guy who was on phone he put the phone away and i was saying hello hello but he didn’t respond me and cut off the call.i request to virgin media they should take action on helper All helper are same i tried 3 4 times but ihve got same respond.but I appreciate for service thanku
- Location
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- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2023-05-31
- Comments
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I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.
Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.
I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.
I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!
This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.
I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.
I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
- Location
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- Location
- Ilford
- Reviewing
- Virgin Media
- Date
- 2023-05-30
- Comments
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I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
- Location
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- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2023-05-30
- Comments
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Hello Virgin Media,
I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.
Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.
In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.
Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.
I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
- Location
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- Location
- COLNE Lancashire
- Reviewing
- Virgin Media
- Date
- 2023-05-29
- Comments
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Absolutely terrible company, Tried to cancel when my subscription doubled from £26 to £54 for no apparent reason. When I asked they said it was because I’m out of contract. They have now said I am still in contract and want details of my new address to avoid early cancellation fees. Why would I have early cancellation fees if I’m out of contract. They are a bunch of incompetent buffoons who totally ignored my request to terminate and Lee requesting more money. I will not pay a penny more and if any of you have any sense you will avoid this company like the plague
- Location
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- Location
- Cambs
- Reviewing
- Virgin Media
- Date
- 2023-05-29
- Comments
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They promised high speed, ive seen faster snails!
But the REAL issue is the connection just keeps dropping out for no reason? I have to switch my PC on and off until it works again.
Customer service is non-existant
Then they send me a letter to say they are putting their prices up! But they don't tell you by how much! Virgin Media..I cant put into words how bad they are!
- Location
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- Location
- North East England
- Reviewing
- Virgin Media
- Date
- 2023-05-28
- Comments
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Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
- Location
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- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2023-05-27
- Comments
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Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
Tell me again how there's no better service??
Screen shots of errors buffering etc available on request!
- Location
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- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2023-05-26
- Comments
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Service itself was very patchy - frequent drop outs, outages and slow network problems. Attempted to cancel my service at the end of my contract. No way to do this on the website, you have to call up. Did this, but was told I'd failed security, no way to try again, just have to wait until they've sent a letter with a new password. I wait several weeks, no letter arrives. I call again, am told that this shouldn't have happened, that I was misinformed on my first call, and that a manager would listen back to the first call and if it was found that I'd been misinformed originally they would set contract notice to start from that date. No further update, so two weeks later I call back. No one has checked original call, new customer service person was rude and unhelpful, so I asked to speak to a manager. Was told none was available, so someone would call me back. No one ever called me back. Had to call back a week later, still no further information, no one had checked the original call, still no managers available to speak to. Just the worst kind of company, poor product and poor service. Avoid at all costs.
- Location
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