4,684 Customer Reviews over 118 pages
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
-
Virgin Media customer service are non-existent. I spent over 10 hours across three days trying to contact customer service; their customer service line puts one on hold for 60+ minutes, and then disconnects if one has not yet reached an agent (which rarely occurs). When one does finally reach an agent, s/he has no authority to resolve problems; they only transfer to other agents. Agents then refuse to admit problems, and instead threaten customers with legal action for breach of contract when they assert that Virgin Media's services do not work as advertised. Prices change without notice, and customer service agents deny that there is any change even when presented with differing bills for the same service. Reaching any customer service agent at all required 19(!) posts on Virgin Media's Facebook page, in order to finally arrange a Webchat. Virgin Media are dishonest thieves whose have systems designed to waste so much customer time that the customer gives up and pays whatever they ask. One * for customer service is too much. AVOID.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2019-11-04
- Comments
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Virgin mis-sells systematically: When I signed up for a broadband plan with virgin (108mbps speed for £25 per mths), I was told the TV+Broadband deals would be available to me at the same price as to new customers, should I decide later to upgrade. This is not the case. Instead of the £35 set-up fee and £41 per month cost of the so-called "Big Oomph" bundle, I am now told the set-up fee is £114.99 and the monthly cost over £100. I am told it is not possible to rectify the situation, given that the original call was not recorded (contrary to what I was told at the time as I waited to be connected). It is clear to me that the sales representative to who I initially spoke wilfully mislead me in order to increase his customer conversion statistics. The fact that Virgin does not track this practice is contrary to law and good business practices.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2017-07-03
- Comments
-
What a horrendous experience I am currently having with Virgin Media, I have just received a bill for £150 from an account I was assured had been closed in December! I was moving house and had struggled to close the account for months until I was finally assured on the day I moved out it had been sorted. Apparently now they have no record of that call and I have been made to feel like I am lying, I now have phone call proof of the 17 minute conversation from my phone provider and yet am still being told they have no proof of this call, I am arguing the fact that is due to a member of their team no logging it so no mistake of mine, but receive the same answers again and again. They are determined to get this money which is a small amount for them yet a lot to me and I now have this hanging over me and my new property. I will never deal with Virgin Media again
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2009-12-07
- Comments
-
Speed is 1/4 of what it should be!
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2019-07-25
- Comments
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It is normally very reliable. But now something seems to have gone badly wrong with their customer services. I have spent about half an hour listening to the horrible 'music' on the phone waiting for somebody to reply. The online service is no better if you need to talk to a person. Its very frustrating. Im paying £80 per month for this and I've had enough!
- Location
-
- 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
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2020-01-11
- Comments
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Absolutely ridiculous. If you ever decide to contact Virgin Media remember to record all your calls. To lure new customers, they are lying and cheating when discussing broadband plans; after you agree to a contract you start receiving sudden demands of paying twice or thrice the originally advertised price. A kind of a strange way to win some customers loyalty but they should have some plan behind it. Absolutely unacceptable.
Besides, the internet connection they provide is often censored, so apparently insecure, and vital ports are blocked. Not worth the price.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2018-11-30
- Comments
-
Over priced and under performing. Will be leaving virgin soon and will never go back.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2017-07-27
- Comments
-
I ordered virgin 3 months ago, every house on my street had virgin broadband and tv. I called them every 3 days or so to see how my order was coming along and every single time I was redirected time after time to a different callcenter. They always said the same thing, our construction team is too busy, we will try and fit you in as soon as possible. I complained to their head office and got absolutely nowhere. I was without internet, phone or tv services for over 3 months and what's worse was apparently my property was already connected! I tried to cancel 3 times and every time they hung up on me! I finally managed to get hold of someone who seemed to know what they were doing and managed to cancel my order - who knows how long I was going to be without everything! In my personal opinion virgin is a company not worth the time and stress, from a previous address I know that their internet is nowhere near as good as advertised and their 'unique' channels aren't all that great - I only wanted to order from them again because of their cheap deals. In the end I ordered sky and they seem to be so much better offering much greater customer support - I feel like a valued customer instead of just another money source.
In conclusion, if you're looking to be with virgin, think twice. No amount of savings on my services could compensate for all of the business and comfort I have had to sacrifice for them.
- Location
-
- Location
- Cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2012-10-23
- Comments
-
Have not had any broadband for a week now. They said it was being repaired and would be ready the next day. Spent 12 minutes getting through to offshore, only to be cut off. They say they want our calls to be fast and efficient but they are neither.
The setting up sysyem was supposed to take 1 telephone call. I had to use 7 and threaten to can cel my account and finally got a native English to help me.
If my system is not working tomorrow, I shall cancel my account. There must be some consumer rights and service provider responsibility.
- Location
-
- Location
- cambridgeshire
- Reviewing
- Virgin Media
- Date
- 2018-02-06
- Comments
-
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
-
- Location
- Cambs
- Reviewing
- Virgin Media
- Date
- 2023-05-29
- Comments
-
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
-
- Location
- Cambs
- Reviewing
- Virgin Media
- Date
- 2019-05-08
- Comments
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Terrible customer service, hours on hold or playing ping pong with the automated system, have to callany times as issues not resolved, kept putting the price up even though only just agreed a contract. Also the ONLY company that charged beyond a family members date of death to the time of the call, all other services generated the final bill to the date of death! Worst company have ever dealt with.
- Location
-
- Location
- Cambs
- Reviewing
- Virgin Media
- Date
- 2020-09-17
- Comments
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Just the worst company I've ever dealt with. Before I joined I heard that their customer service was bad, but I decided it couldn't be THAT bad. It really, really is. On top of that, given I have the 'ultra-fast' fibre, it doesn't half buffer a lot when trying to do something as simple as watch iplayer. It regularly drops out too.
- Location
-
- Location
- camden
- Reviewing
- Virgin Media
- Date
- 2022-10-05
- Location
-
- Location
- Camden
- Reviewing
- Virgin Media
- Date
- 2018-11-19
- Comments
-
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
- Location
-
- Location
- Camden, London
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.
My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
- Location
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- Location
- Canterbury
- Reviewing
- Virgin Media
- Date
- 2021-09-20
- Comments
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Honestly, just the most awful company I have ever dealt with in my 30 years in business.
Failed to deliver the product promised. When I enquired as to why they then failed to pursue what went wrong. The personnel who made the initial sale ignored all my subsequent (and let me stress POLITE) enquiries by phone and email for an update.
After 4 weeks waiting for a device that I was promised within 2 working days, I made an official complaint. Was promised an immediate response and 'escalation'. The complaints department then totally ignored all my subsequent requests for an update. It is now 7 weeks later, no device delivered and I have heard absolutely nothing. Now given up on them.
I am just incapable of saying more that can be printed about just how dreadful they are.
Where do you go to complain about a complaints department that does nothing and does not respond or process your totally reasonable and legitimate complaint (we had a customer waiting for the device) ?
Based on my experience, do not touch this company. They are totally incompetent and clearly they don't care at all.
Totally and utterly useless.
- Location
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- Location
- Canvey Island
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
-
Total nightmare !
I don't know where to start. I was with Virgin for many years. I felt I had no choice as I need fast speeds for work. But I've finally had enough. They have been a huge pain from day one. The rudest, nastiest, and most aggressive staff you will ever see. Massive bill increases, service outages, equipment breakdowns, we have had it all.
When I had finally had enough and canceled I had the worst customer experience of my life. I was passed around a number of operators who took turns in bullying, insulting, and finally threatening me.
It's unbelievable this company is still in business at all.
- Location
-
- Location
- Carbis
- Reviewing
- Virgin Media
- Date
- 2009-08-01
- Comments
-
Never reached what I'm paying for in all the time I have been a customer. Stopping tomorrow
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-06-13
- Comments
-
Very bad connection! I’m a new user of Virgin Media and the wifi was not even working good on first months! Everything struggles to work. Sometimes wifi just turns off for 20 mins and you can’t do nothing to make it work. At firs I was thinking that maybe the device has some problems or something like that and i’ve checked on the website that maybe there’s a problem in the area but always answer was positive that everything is perfect. I’m very very disappointed about this...
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-12-08
- Comments
-
Awful service. Didn't honour deal, impossible to discuss with anyone useful. Disgusting company.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-11-13
- Comments
-
Worst WiFi connection ever always gotta use my data on my phone because WiFi never ever works. I can’t use my I pad because of the connection it’s a shambles. NEVER GET VIRGIN ITS A JOKE
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-01-31
- Comments
-
We use Virgin WIFI in the Travelodge where I'm working. I have to phone up regularly on behalf of guests because their system always denies people entry for WIFI that they've already paid for. The WIFI Helpdesk is one of the worst customer helpline I've ever had experience with. One of the supervisors will lie his pants off right to your face. If you have any issue with them then they refuse to help and they leave our guests without the WIFI that they've paid for. They don't seem to understand how their own systems work and when you ask for their managers email to complain they give you a generic office email so they can hide all their many issues and lack of ability. They don't seem to understand their own systems. Really poor.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2022-04-22
- Comments
-
Constant harrasment from virgin
The guy who picked up was brilliant..
Customer service couldn't stop the calls, emails, texts and letters to harrass me on an error that VIRGIN made. Either procedures are limiting and not customer focused or the company doesn't care. Bought virgin as was sold on their world class speed internet.. had nothing but issues and it's anything but world class! Constant drops, speed lag and excuses. Been told multiple incorrect things when I got in contact to solve the issues or complain.
- Location
-
- Location
- cardiff
- Reviewing
- Virgin Media
- Date
- 2022-10-19
- Comments
-
Terrible customer service.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-06-10
- Comments
-
Absolute rubbish after being with virgin for 5 years+ giving them chance after chance every month the service internet phone lines are intermittent when you call in no one seems to care as you're in a contract. I would never use virgin again you have gone down hill along with your service.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-10-19
- Comments
-
Can't believe such a big company can offer such awful customer service and make so many mistakes with the bill.
Firstly I was offered free activation as a student and instead of having the hub installed for me, I was left to set it up myself, later to discover my house had been disconnected from the network and required professional installation. When the guy finally came to install it a few days later I was then charged the activation fee I was promised would be free. After multiple calls to the overrun call line and a very rude response, I was refunded the money.
Secondly, I requested the M350 broadband and checked my contract to see I was being charged for the M500. after more issues contacting Virgin I finally got through and had my contract changed to the M350. However I am now being charged £56 where it should be £39 (I'm not even sure where this number came from?). I once again contacted and was told my contract would change on the 21st September to the correct amount. 21st September comes along and my contract hasn't changed so I have to contact virgin once again to avoid being overcharged by £17. This time my contract is changed to the correct amount however I am charged a £8.44 change fee which was not once mentioned to me and is not fair considering my contract was incorrect in the first place at a fault of Virgin. I have spent hours contacting Virgin and each time a new issue has arised. After asking for compensation for my stress I was refused and I have no patience left to contact them again and ask for the £8.44 refunded.
Oh and to top it off... the wifi has been so slow that most of my housemates have had to use their mobile data to save them waiting 10 minutes for a webpage to load.
- Location
-
- Location
- CARDIFF
- Reviewing
- Virgin Media
- Date
- 2018-07-30
- Comments
-
The internet is ok, as fast as advertised most times, even if quite unreliable, it let me down several times.
The dreadful bit is the customer service. Sending email is not allowed, they have a chat which is unavailable 9 times out of 10 and never in the summer, and the wait times on the phone are dreadful.
What's really bad, though, is that they tell you one thing and then don't do it.
They told me they'd give me a 50£ voucher because they never told me they were increasing prices, and they never sent it. They told me my service would be cancelled automatically at the end of the contract, and I only found out this wasn't the case when I received the email that I had payed the month after the contract expired.
I'm actually thinking of sueing them, because this is nothing short of a fraud
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2011-02-23
- Comments
-
I have had constant problems with my broadband connection and also my tv digital "on demand" service. One or the other services will crash at least once a day. Customer service just blame my poor broadband on my computer (the memory is quite low at only 256mb)ignoring the fact that their digital is also poor.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2019-03-21
- Comments
-
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Comments
-
Virgin is the worst broadband provider I've ever been with. On top of your monthly bill they charge for extras without actually telling you what they're for there's so many hidden fees. On top of that the Internet never works for a start its incredibly slow and is forever going down especially at peak times. When over charged for our bill we had a horrible experience with customer services who refused to tell us what our extra charges were for and avoided the question. Women on the phone was rude from the start and when we found another problem we quickly rang back, got the same woman and she laughed at us when she picked up the phone which I think is just rude. Ridiculously expensive and not worth the hassle unfortunately we are locked into a 9month contract but when it's finished we will be changing to sky or bt.
- Location
-
- Location
- cardiff
- Reviewing
- Virgin Media
- Date
- 2013-07-13
- Comments
-
Beware of virginmedia deals. Keep a copy of everything as they do not honour the credit off your first bill unless you get it in writing. Funnily enough they don`t mention it in contract. Make sure you get it in writing. Also very disappointed with broadband keep having router problems.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2019-03-21
- Comments
-
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2017-06-15
- Comments
-
Been with Virgin Media for over 7 years. Moved houses around this time last year so we contacted Virgin Media to get the new services in the new address which was fine. The new deal which we agreed on was found on Uswitch.com and it clearly stated 12 months contract. So here after 12 months contract the price has gone up by £15 a month. Spoke to cancel the contract as its been 12 months and was told its 18 months contract. The person on the phone was very rude, like he was giving the job on the street with no manners or respect, Requested to speak to the manager which again she was rude and kept telling me the same thing as the contract is for 18 months, But when we agreed to the contract we were told 12 months. The guy I spoke to on the phone really needs to find a job that suits him where he doesn't need to show manners or respect, and same goes for the manager, I don't know how she became a manager with that attitude and rudeness. So apparently i have another 6 months left with this scammers and to cancel it before the contract ends, they want me to pay over £250 for cancellation fee. THIS IS STUPID. I will never be going back to virgin media after this is over and I advice whoever is looking for broadband go with Sky or BT.
AVOID VIRGIN MEDIA!!!!
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-02-04
- Comments
-
They are awful, just stay away. I am changing as soon as my contract runs out.
Customer service is very hit and miss,very overpriced and they just don't want to know when things gp wrong. can't run the amazon fire stick, 'its out of range so get a range extender' did still does not work. Only got 2 months left. Paying £60 a month!!!! its only 25ft away from the router and now the range extender is 18ft away still does not connect.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2013-07-22
- Comments
-
In my experience, virgin media do not provide the speedy broadband that they promise to. They also set up our services wrong so that the installation meant not everyone in our small house had internet at the same time. Finally, they billed us for a month when we were not even living in the house, despite us giving notice before the billing date.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-05-19
- Comments
-
Absolute rubbish service. Cuts off every 5mins and extremely slow speeds, buffers all the time.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-07-28
- Comments
-
renewed recently after having called them into fix the connection and hub. Got a decent deal or was considering switching.
HOWEVER
1) Customer service is NON-EXISTENT. they use the pandemic as an excuse, but colleagues with other ISPs dont have the same issues. Virgin need an online chat facility but still ahvent got it set up.
2) need it for work but it keeps dropping out all the time so my companies VPN drops out and I cant work. Cant check with Customer services as they never answer and the website tells you their is no problem.
3) despite having a 50Mb connection internet is slow with downloads of websites ( never mind anything else) taking ages. Never seen anything so bad.
- 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.