4,684 Customer Reviews over 469 pages
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- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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Awful service, unreliable Broadband, expensive TV compared to Sky, Poor customer services, Avoid like the plague. Wish I was out of contract, I would jump ship tomorrow. Dont believe the 150mb nonesense, you will never get that speed.
- Location
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- Location
- TF1 5FE Ketley shropshire
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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at present we are running at 0.96mb should be according to the blurb 80.0 sadley lacking
- Location
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- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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Really poor service in our area, supposed to be " UP to 150mb " , do well to get 30mb, and thats when its not dropping out everyday. DONT RELY ON THIS FOR GAMING, you will be disappointed. Customer services are also useless with the " we'll run some checks " standard pap. Hope BT/Sky get Fibre in our area soon so I can get away from Virgin once and for all.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
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It seems that since virgin was purchased by talktalk the broadband service has fallen apart.
The reliability of the the service is rubbish, down time is excessive every couple of days no internet connection.
My advice, steer clear of virgin media broadband. I would not recommend them to my worst enemy.
The worst thing, they expect you to put up with the rubbish service and still pay the bill each month.
Avoid, avoid..... You have been warned. I'm tied into a contract and cannot exscape....don't risk the same.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
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Broadband shut down when you need it most, rubbish speed. Avoid.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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I signed up to Virgin Media and after two months of erratic provision I have attempted to contact help and support and concluded it does not exist. The doomed legends stating THIS PAGE CANNOT BE DISPLAYED and OUR AGENTS ARE ALL BUSY is imprinted firmly in my tired brain. If this is a provider purporting to be one of the best then incompetence and delusions of adequacy prevail.
- 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
- 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
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- Location
- nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
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I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...
They may offer the best speed, the best deal, I will never go back to them.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
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I felt that I wanted to have something in writing as I'm really disheartened by the customer service I have received in recent weeks and I have been advised over the phone that you do not accept complaints in writing.
On 25th July I called to enquire about changing my Big Kahuna package as I was unhappy with the second price rise in 6 months and felt that it was becoming expensive. Both myself and my husband (who works in IT) spoke with the representative and she was advising us of technical information which was incorrect. I felt she was bamboozling me with figures and was argumentative with my husband when he queried the technical information although he knows he is correct as that is his job. After the call we decided that we wanted to leave Virgin Media as we were unhappy with the price rises and the attitude of the member of staff.
Later that day I called back to request a cancellation of my contract and I asked for the final date which was confirmed as 13th August. From this I believed the contract would end on 12th September and waited for packaging to be sent to collect the boxes. I was not informed until today that the person I spoke to is not authorised to process disconnections and the only notes put on the system were to say I have requested information about cancelling. I know this to be incorrect as I requested the information during the first call, therefore it is illogical that I would request the same information twice in one day. I am extremely angry that I was not told during that call that I was speaking to the wrong person as I had gone through the automated system to the cancellations department.
At this point as far as I was concerned everything was going ahead with the cancellation. We arranged to have replacement services through Sky which were all installed in mid August. Therefore, all Virgin Media services have been unused since mid August. I accepted that there would be some crossover of services and I would need to pay for both contracts for approximately 1 month.
I was therefore very surprised to receive a full bill last Wednesday, covering up to 7th October. On Thursday I called to query the bill and was put through to customer relations. I explained the situation and was advised that the notes did not state that I had requested a cancellation which is why the bill had been produced. After a lengthy conversation explaining everything your representative said she could see that the services had been unused since mid August and agreed with me that it was illogical that I would make two calls in the same afternoon requesting the same information. At my request, after discussions with her manager, it was agreed that someone would listen to the recording of the call to verify my story and someone would call me back no later than Friday. I was happy with this situation as I knew I had requested the cancellation and the representative said that if my version of events was confirmed then the cancellation would be back dated to 25th July so the final date would be 24th August. If my version was proved incorrect the notice would be given from 3rd September.
As I had not received a call up to today I decided to chase this up and call in again. I was told today that the notes do not state I requested a cancellation (which I already knew) and therefore it had not been processed. I explained I was enquiring about the recording as discussed on Thursday to be told that the call will not be listened to as calls are not recorded for dispute resolution. I was also told that the second person I spoke to on 25th July is not authorised to cancel contracts, as far as I am concerned that should have been explained at the time not 6 weeks later. I explained that I was very upset and frustrated about the lack of consistency with what I have been told. The representative said there was nothing they could do except backdate the cancellation request to Thursday meaning I have to pay for services up to 2nd October even though I was expecting the contract to end on 12th September, meaning I have to pay for an extra 3 weeks.
Perhaps I was naive in not recording the calls myself but as a loyal customer of nearly 6 years I feel very let down. I have been made to feel that I am lying, because I can't prove the outcome of the calls made on 25th July I am to suffer financially. I made the second call on 25th July in good faith and I feel it is not in any way my fault that the person didn't inform me that they could not help me with the cancellation and either put me through to someone who could help or advise me to call back. The person I spoke to on Thursday I felt genuinely wanted to help and I was informed today she will get in trouble for trying to help by offering to have the call listened to (which was supported by her manager). I also find it baffling that you will not accept complaints in writing. I feel this has been a catelogue of poor and inconsistent customer service, with no regard for the fact the customer may be right. Simply because the notes state I did not request a cancellation there will be no investigation to check that I'm telling the truth. As I informed your representative today I will be writing to Ofcom and I will never consider being a Virgin Media customer in the future. As someone who has spent in excess of £800 a year on services for the past 5+ years would it have been so terrible to take me at my word and refund me the £62.50 to backdate the cancellation?
- Location
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