4,684 Customer Reviews over 469 pages
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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Constantly disconnects dozens of times a day current record is 137 times in one day. They used to be amazing but they over subscribed and now are awful but where I live their is no alternative as Openreach lines can't even do 1 mg/s
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-07-03
- Comments
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I have just signed up for Virgin Media TV, broadband and phone and instantly regret it. They deny reasonable dialogue are totally unhelpful and have no basic human respect for subscribers.
- Location
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- Location
- Hove
- Reviewing
- Virgin Media
- Date
- 2015-07-02
- Comments
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The broadband experience has been OK although very much below promised speeds with intermittent problems. It is the customer service which is the problem - execrable - and the very questionable practices they employ when recruiting new customers and changing existing ones to new packages. I have been a cable customer for many years and Virgin has had my business for most of those. After (yet another) large percentage price hike I called to complain and they persuaded me to change to another package which would be cheaper. I told them I was moving and I told them where (just a few streets away) and they said this should be fine. It is not fine. While they service the (small) road i am moving to they do not run cable to my particular house. So, despite my wanting to continue the contract, them telling me I would be able to continue the contract, and living in a major city in a road to which they supply cable - they will not supply it. No hard feelings there - except they want to charge me £140 for "breaching" my contract, a contract I would very much like to continue. You couldn't make it up. The complaints handler I spoke to talked to me like a rather naughty schoolgirl (I'm 60) dressing down a recalcitrant pupil. What terrible, terrible service.
- Location
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- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2015-07-01
- Comments
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I was due to move house and saw it as an ideal opportunity to leave virgin, they then gave me an offer I couldn't refuse (apparently) they offered me everything for a set price if I signed up for 18 months, I have never received everything and yet apparently i'm in a verbal contract with them because everything doesn't really mean everything, even though I asked if that meant all sports and movies on several occasions. I have complained several times but because I didn't within the cooling off period (7 days) im not entitled to it now. When you ring up the messages are never correct, the broadband service is woeful and customer service are rude and constantly speak over you. This is the worst company I have ever dealt with. A contract is a two way agreement and at no point have they fulfilled what they said they would. abysmal !! i'm advising everyone to stay clear
- Location
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- Location
- Dorking, Surrey
- Reviewing
- Virgin Media
- Date
- 2015-07-01
- Comments
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I've been a Virgin Media customer since 2001. They are reliable ... reliably slow. I'm am now looking for other high speed providers, in spite of the headache of switching. I have never gotten anywhere near the advertised speeds (currently at 45 mb on what is supposed to be 152), have had numerous techs out, numerous calls to tech support. The final verdict is always that they've done everything they can and that those are the best speeds I will be able to get. Sick to death of their customer service, who are overextended and don't know what they are doing, they are simply following a script. Wait times are horrendous. Truly fraudulent advertising; the speeds they advertise are imaginary.
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-06-30
- Comments
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I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.
The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.
The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-06-28
- Comments
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Basically i had virgin broadband for ten years. Then all a sudden one day internet went and rangup customer service. The customer service sent a engineer and they said the cable has been chewed off and will habe to wait 4-6 weeks for planning permission. I thought fine i dont mind waiting. 10 months later i kid you not i swear to god no internet service only from my neighbour who i paid i had make do broadband. Here are a list i swear to god of there excuses over the 10 months. Need to get permission from council, need to get blue prints from bham airport as there are oil pipes, a total of 11 times construction team came out said we cannot fix ot yet the customer service team says they can. They send kids 18 year olds to do a job they not qualified too. The customer service team was appalong excuse after excuse once finally i snaped when the team said the engineer is coming and he 100 percent can fix it today. Waited took day off work and he dont show. Rang customer service they said sorry we cannot do it today we need blue prints from council will take 6 weeks. I told them to ************** and now i have BT hope it is better. Aboid Virgin honestly slow speeds too many people on my road have them is there excuse lame!!!!
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-06-28
- Comments
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Failed to provide proper service for 9 months now. No compensation and no explanations. Just refusal cancel my contract and excuses. Do yourself a favour and go elsewhere.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-25
- Comments
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Avoid worst service lately in UK
I want to leave Virgin because I'm having such serious problems with Virgin Media broadband. Obviously no service for a month is a completely unacceptable situation.
Ofcom's new voluntary code of practice requires that providers allow customers to leave their service if it's falling short of the lowest estimated speed given when you signed up. No connection at all would seem to fit that definition. There is a requirement that the provider be given a reasonable opportunity to resolve the problem, but 1 month does not seem a reasonable amount of time to be without service, let alone the 2 months it sounds like they're saying it could take.
Aggressive customer support and no empathy and understanding the issue customers facing,
- Location
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- Location
- Queens park
- Reviewing
- Virgin Media
- Date
- 2015-06-24
- Comments
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Very bad service from the start till now been with Virgin just over 3 months after no service at the moment and now need to wait one month to send someone try to fix it ? ????
I want to cancel and move to BT or Any others but you can't because I been told I'm in contract !!!??????
With no service ??? Very very bad ?? Don't even think to be with virgin (avoid)
- Location
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