4,684 Customer Reviews over 118 pages
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- Location
- Amersham
- Reviewing
- Virgin Media
- Date
- 2017-07-16
- Comments
-
After being with Sky for 3 years (brilliant breadband service) I have now moved home and decided to go with Virgin (the only option). I am absolutely regretting it. I ordered it online, some how got cancelled (I had order confirmation), I was over the phone for literally for hours with 5 different people, who could not resolve the issue. After speaking to my wife I had place another order via its website, delivery date got pushed out and they did a hard credit check on me which messed up my score, also their attitude over the phone is "what do you want me to do". Absolutely horrible service and I have not even begun receiving the actual service. I would never have gone with them If I had another option.
- Location
-
- Location
- Amersham
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
-
Just had new home hub installed to solve my ongoing connection problems via Apple airport. Engineer showed up on time, sorted it in five minutes, tidied up after himself and set up all my devices for me. Very happy with the service today.
- Location
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- Location
- Amesbury
- Reviewing
- Virgin Media
- Date
- 2014-03-12
- Comments
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STAY WELL AWAY!!
Went with virgin media after sky paying over £120 a month for 2mb download speed from fibre optic and an on demand service that never works, the broadband is the worst very slow speeds and always cuts out, however I have tried to leave virgin because they have voided there contract by miss selling, however they will not let you leave until your contract is ran out or credit you for lack of service, there customer service is also appalling after telling them my problems every month nothing happened so I stopped paying for there service and this is where there bulling tactics come in saying you can't leave and must pay the full amount even knowing you have tried to leave and they won't let you will never go near virgin again is the worst company around and rude customer services
STAY WELL AWAY FROM THESE SHARKS!!
- Location
-
- Location
- Amesbury
- Reviewing
- Virgin Media
- Date
- 2023-04-13
- Comments
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recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...
Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.
so I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie??? They wouldnt budge on it.
Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month........
Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!
All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.
- Location
-
- Location
- Ampthill
- Reviewing
- Virgin Media
- Date
- 2021-08-08
- Comments
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A communication company that won’t communicate once you have signed the contract. WiFi signal is terrible, will never deal with again
- Location
-
- Location
- andover
- Reviewing
- Virgin Media
- Date
- 2016-01-05
- Comments
-
Recent upgrade forced upon on us.Broadband very slow.Catch up tv intermittant AND VERY SLOW TO USE.Customer service in 2015 shocking at times and prices going up.We were even charged for a film rental which we did not even purchase
- Location
-
- Location
- Andover
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
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I rate the service 0. This is the worst customer service I have experienced. It was a simple issue that we needed resolving due to them taking wires out without our consent. Then they we have to wait 2 weeks for this to be rectified. We got placed on long holds or the advisor would be silent for minutes on end. Got passed to complaints to just be hung up on before speaking to anyone and constant service from everyone was appalling. Glad we ended up not going with this provider.
- Location
-
- Location
- Andover
- Reviewing
- Virgin Media
- Date
- 2023-01-27
- Comments
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Everything is fine until something goes wrong.
Their customer service is appalling.
Recently had a what’s app chat that took almost 3hours to resolve!!
Shame on them
- Location
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- Location
- Arboleas, Almeria , spain
- Reviewing
- Virgin Media
- Date
- 2019-08-21
- Comments
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We used Virgin media since they entered the market. To be honest the speed provided was by far the best in our area in North Somerset, and possibly still was when we left the uk last month. Although customer service was never their strong point they were a pretty reasonable outfit to deal with. That was until about 3 years ago when I believe they may have changed ownership. Since then their service has become well beyond terrible.
I have spent hours on the telephone wasted to somebody who calls them selves Mark, Jane, Peter and so on, who does not have the slightest grasp of English , who seem to go out of their way to be unhelpful.
This company has become so bad that I am totally bewildered why Sir Richard Branson allows the Virgin brand to be used.
They add in little extras onto the bills without telling you, and when you try and find out why, you will spend hours arguing and not get any answers. If you do you won't understand them. When we were moving and had to cancel or change address on every service we had, about 90% of our time was taken up by our dealings with Virgin Media. I ended up ripping out their equipment and carting it into their last remaining shop in the area (as they have closed them all down) and dumping it on the shop counter. They were so unhelpful.
The broadband maybe fast, but please don't get tempted by that as you will suffer for it.
AVOID AVOID AVOID
- Location
-
- Location
- Arnold, Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-06-24
- Comments
-
Shocking broadband supplier. Internet has been poor for months so uploaded to 200m Speed made no difference, can’t even stream a song. Online help is useless just sends you round in circles. Ring customer service & they try to send you round in the same circle as online help. Arranged a home appointment with a technician, first thing he said was we don’t guarantee connection or internet speeds in the house only for what they send to the hub. Was given WiFi boosters to help, no change. Piss poor!
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2015-11-20
- Comments
-
After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
-
Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
-
So where do I start?
Today Virgin media decided to take an extra 35% extra above the already extortionate amount, so I jump on the web to have a chat with them, this isn't available, so they suggest WhatsApp, so I start my conversation @ 8:20am, 8:28am they say that they will put me through to someone, 9:51am I actually get a reply from a human, I ask to cancel my contract, more messages later than I care to count and at 18:03 nearly ten hours later, they finally agree to disconnect me on the 15/02/2023
19:30 I have been disconnected - surely thats theft, I have paid (according to my bill) for services from the 9th January to the 8th of February - I have paid you Virgin and at a 35% higher premium
I could have been talked into staying if they wanted to be sensible about pricing, however the broadband service very rarely gets above half the speed of what I am paying for and often much slower than half the speed.
You derserve zero stars today Virgin - Theives
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
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Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
- Location
-
- Location
- Ashford Kent
- Reviewing
- Virgin Media
- Date
- 2017-01-28
- Comments
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In the last two weeks I swapped from a BT line using Plusnet at 8Mb to a Vigin fibre 50Mb connection. So far the phone has worked fine. The basic television package (read Freeview which we get over the aerial anyway) through the Virgin Tivo box has been slow when we have used it but stable. The broadband however has been dire! My 50mb connection gives a download speed of 52Mb and upload of 5Mb - great - that is far in advance of my old connection - but browsing - that is a completely different issue. It frequently takes me 4 attempts to connect just to Google let alone any other websites. For reliability my old 8Mb Plusnet over copper cable was infinately faster and more reliable. Seriously wishing I'd done my homework. Then there is the Virgin Superhub 3.0. Why did Virgin choose to send a new router model out to all it's new customers which has clearly not been tested fully let alone have a stable firmware release that doesn't even have the same or better features of their previous, much praised Hub 2.0? As a result of this firmware I can't open certain ports (having to just use a DMZ so ALL ports are open!). The hub is also stopping my Son from playing his XBox One games over XBox Live simply because it can't connect - not only because it can't access the ports it needs but also because the latency of browsing is so very slow.
Virgin - you have a major issue with you DNS routing - please sort it - I am paying for this rubbish !
- Location
-
- Location
- Ashford Kent
- Reviewing
- Virgin Media
- Date
- 2018-02-19
- Comments
-
Most days we loose Broadband at some times of the day, it is very irritating. Customer service hides away, so difficult to discuss problems with Virgin. looking find a reliable service.
- Location
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- Location
- Ashford, Surrey
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
-
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb
Customer service is friendly, but useless.
- Location
-
- Location
- ASHTEAD
- Reviewing
- Virgin Media
- Date
- 2018-09-17
- Comments
-
Frequently the download speed is quite high (but still around half of what is promised). However, the service very frequently has significant lag or short time out, making my authenticated logins for work drop out. As another review wrote on here, I would rather have half the speed and reliability. On some occasions the download speed very slow or none existent. For instance, the whole of this weekend download speeds were between 0 and 8MB/s. More worryingly, while the service was so poor, the Virgin Media site reported that there were no service problems in our area!
I have terminated my contract and gone elsewhere
- Location
-
- Location
- Ashton Under Lyne
- Reviewing
- Virgin Media
- Date
- 2015-12-12
- Comments
-
Excellent service provider, excellent customer service.
Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
- Location
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- Location
- Ashton-Under-Lyne
- Reviewing
- Virgin Media
- Date
- 2022-05-18
- Comments
-
This company should be banned in uk, this is most ever worst broadband service provider in uk, i have ordered broadband service for my new computer shop business where cant open shop without internet service but they laid me down big time, they have taken advanced 3 months money from my business account but never installed broadband or gave internet connection, they gave 4 different installation date in waiting 2 months since i placed order but never turned up, even no update. Every time i need to call for update, never had that much bad experience like virgin media is doing with me. Because of their not doing broadband installation, i could not even open my computer shop yet, i already lost out my 2 months shop rent + my sales. I am going to take them in court, they are responsible for my all financial business loss so far and they have to pay back my losses. A totally ignorant service provider, a cheater and dodgy company, so be aware all !!!!!!!
- Location
-
- Location
- Astley manchester
- Reviewing
- Virgin Media
- Date
- 2016-05-10
- Comments
-
Having swapped from sky we have been totally devastated with Virgin, the equipment is rubbish, the connection is terrible, the prices extortionate and the customer service is shocking! 200mbps is a lie, don't take it! Over utilisation is to blame I'm told yet they keep taking new bookings adding to the problem! I've not seen a single engineer close by working on the network, nor have I seen any improvement in our service or speed, I would never use virgin again and urge anyone thinking of changing to consult locals that have it to see if it's even worth it
- Location
-
- Location
- Atherstone
- Reviewing
- Virgin Media
- Date
- 2020-08-06
- Comments
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Shockingly bad - loses connectioon several times a day and surprise surprise there is never an issue in the area. Had the hub swaped out but this dropping of service has gone on for months. Sent in a complaint via their website and not even the decency to acknowledge it.
- Location
-
- Location
- Axminster
- Reviewing
- Virgin Media
- Date
- 2012-12-04
- Comments
-
I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
- Location
-
- Location
- AYLESBURY
- Reviewing
- Virgin Media
- Date
- 2018-02-21
- Comments
-
Reliability seems to be improving. Current levels are very adequate. We have 200 Fibre service. Get from 10 to 45
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
-
We are with Virgin Media since last six years but now I have noticed, since past two years virgin media service standard has gone down, specially the customer service has become a nightmare. These people think that they are owning us along with the company. My address was not changed even after one year, from the time I informed them. When I asked for an an explanation , they kept the phone down. Past couple of months my broad band speed has gone down like anything. My this month bill came equals to my 5 months bill. My calls/data everything were charged extra.. their call counter is not sync my phone's call counter. I was charged for that service which i have never used. Is Sir Richard Branson listening? He needs to be worried about his customer Service team. They only love to talk but don't want to listen.. as if you have made a biggest mistake of your life by calling them. Probably , they are the busier people than our honorable prime minister.. truly horrible .
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2021-05-28
- Comments
-
Worst internet provider I've had so far. I've been with them for a few months only and since then I've been constantly experiencing connection issues. Now my wifi has been out for 4 days now, and nothing has been done to solve the problem. Their customer service is non-existent. To be avoided.
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2010-04-03
- Comments
-
Don't know why other customers complain about virgin costing so much to contact as they use a free phone service, i have no complaints get 48 - 49mb regularly on a hard wired connection & using wireless it drops due to it changing priorities on the wireless router as hard wired gets main use for ps3. I am very satisfied & problems ( 3 )i've had over the last 10 years have been dealt with promptly. No real complaints other than them insisting on installing the 50mb modem for an extra £35 when i could have done it myself.
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2017-10-10
- Comments
-
Spoke to customer services today having tried to get through Monday with no luck as the system was down since Sunday morning no phone or TV coverage second time in a month last month off for 2 days
Was told as i never got through on my mobile!!! it would not be classed as a technical failure!!! are you kidding me was not going to stay on my mobile all day and night hoping someone may answer absolute JOKE!
Worst thing is tried to cancel and was told i would have to pay up to April as that's when contract runs out well let me tell you direct debit cancelled you can send every debt collector in the country out you still wont have any money off me will go to court don't care how much it costs!!!!!!!!!!!!
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2019-02-07
- Comments
-
Worst service provider, unprofessional and deceptive customer services staffs. Virgin should invest a bit more in training its staffs. I will never recommend virgin to my worst enemy.
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2012-10-01
- Comments
-
Hi There,
I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
*Intermittant service, I twice received refunds for lousy connections and intermiitant service
*No fixed IP- my own website could not be accessed via the Virgin service
*Virgin support told me that my inability to view my own site was because of bad html coding!
*Sometimes days without any connection- apprently a problem at the exchange.
*Customer service no help- tried to blame me
*Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
*Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.
Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!
All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
Sincerely
- Location
-
- Location
- b
- Reviewing
- Virgin Media
- Date
- 2009-11-28
- Comments
-
Reliability poor, Promised upto 20Mb, but still 10Mb. Cust paying more for L package and get same speed as M cust. Indian call centres are a joke. Poor english, lack understanding, read from scripts..... why do they pretend to be called 'David' or 'Simon' ... to make us believe they are in uk? Complete joke.
- Location
-
- Location
- Balham
- Reviewing
- Virgin Media
- Date
- 2021-06-22
- Comments
-
No complains about the broadband itself, however customer service is non-existent. Have been trying to cancel my broadband for over a week now but the relevant team just does not pick up. Have spent almost 2 hours cumulatively listening to their hold music. Surely Virgin can enable cancellation services online given that they refuse to hire enough call centre staff.
- Location
-
- Location
- Balham
- Reviewing
- Virgin Media
- Date
- 2021-07-29
- Comments
-
I left Virgin Media after 20 years because the level of service had become so bad. I waited 6 months to try and get a connection changed in my house, and after 4 different visits from their contractors, each a comedy of errors, I gave up and switched to BT. Virgin was the worst service I have encountered ever from a company of this size. But it continues. I returned all my equipment, got a receipt and a bill back on 4th June, but now 29th of July am still waiting for my £65 cheque that is 'being processed'. When I call they move the dates to (even though I have the bill) to suggest they are still within their 'processing' window. This company has become Stalinesque in its capabilities and totally unable of providing any service on any level to it's customers.
- Location
-
- Location
- Ballymena
- Reviewing
- Virgin Media
- Date
- 2021-06-27
- Comments
-
I have now spent 15 mins downloading reviews I am 5 feet from the hub this happens every day for some time and then starts up fibre all the way is a joke I had bt before which is part copper and the service was better I think virgin is overloaded time for them to spend more money on upgrading
- Location
-
- Location
- Bangor
- Reviewing
- Virgin Media
- Date
- 2021-01-08
- Comments
-
I bought virgin 200 and occasionally that speed happens. For a short while. On a daily basis there are times when we have no internet. I continually check the speed and the average is about 20 mobs though many times only in single figures. At times our tv has to buffer, and also on important zoom calls. Many months ago I held on for ages to speak to someone who said a new router would fix all which I doubted, and after reinstall and changing all internet passwords around the house (Alexa etc) it made no difference at all. I gave up holding on and on many times. Eventually wrote to the CEO in Sunderland but 'he was on holiday' Beyond words awful. Actually stressful. Online info states restart router. That's an almost daily duty. Awful. Problem is no other high speed in our area as yet so still have to hang on though out of contract and paying a lot extra because of that, but I have champagne cooling for the day I can leave.
- Location
-
- Location
- Bankupelle
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
-
I have agreed to switch from current broadband provider to Virgin as there were many letters from Virgin promising 200 MBPS internet fibre optic connection and good offers.
But, i came to know from my friend in the next lane that they had lot of issues with Virgin connection as they failed to enable a connection for 2 weeks and informed that it will take another 8 weeks to enable a connection in to the house as it will require a council permission.
I called Virgin atleast 5 times as i did not want to face the same issue. Even the day before the Virgin sales team said 99% there are no issues for connecting the broadband as there are other properties in my lane, who has broadband connection. On the day, engineer informed me that it will take 2 further days to investigate and may take extra time to get council permission.
The worst part was, they disconnected my phone, TV and boardband with existing provider.
This is irresponsible from Virgin as they did not foresee the issues. I had to be on phone for hours to stay with current broadband provider.
I suggest you only opt for Virgin if your house had a connection from the company before. If not, i am very sure that the sales team will try to sell the services but will fail to deliver
- Location
-
- Location
- banstead
- Reviewing
- Virgin Media
- Date
- 2016-08-10
- Comments
-
absolutely shocking customer service, keep me hanging on the phone for over 2 hours.
they cut off my services due to a mistake they made re me moving.
i was passed through to over 10 different customer service advisers and still was unable to connect back my services.
the worse possible customer service that i have ever known
- Location
-
- Location
- Banstead
- Reviewing
- Virgin Media
- Date
- 2018-09-30
- Comments
-
Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
Price increases at least once a year for a declining diabolical service.
More money, less speed.
Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
Also get rid of Usain Bolt off the TV and reduce our bills instead.
- Location
-
- Location
- Baranova
- Reviewing
- Virgin Media
- Date
- 2020-07-24
- Comments
-
Virgin Media Are nightmare. Just find another internet provider if you do not want to suffer.
here is the reason:
Virgin provide rooted which is some cheap scam. It will not do cover the whole house.
Broadband is not always reliable. There was a time we very 3 weeks without internet.
Customer service:
Try and you will see that once you call Virgin sale team and try to get a new contract you will be connected within a few minutes. If you need to adjust something on your existing contract or you want to cancel you will be waiting on the line for hours. The team is untrained or instructed to not provide you with all relevant information. Staff is not monitored for their performance as they simply hang up on you once they get bored of you requesting help.
You will be provided with misleading information or with any.
Virgin will try openly ,,steal'' ( charge) you with ridiculous unnecessary fees without proper justification of what actually you are paying for.
Extra information for future fulls who are going to try.
If you want to transfer your current account to another person you can. No matter what they will tell you. Just request ,, Transfer of responsibility,,
I know there are no many if any internet provider in Uk who can offer proper customer service or well trained stuff who knows what they doing.
Just do your research before you sign.
- Location
-
- Location
- Barbosa
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
-
STAY AWAY
Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!
- 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.