4,684 Customer Reviews over 469 pages
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2014-02-11
- Comments
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I wish it wasnt true but it is.
In 3 days I will be out of a job and in 8 days I will become homeless. This is due to things out of my control and not the point.
A month ago I called VM to advsie them id be going abroad and that I will be moving out of my house on 19 Feb. I have all my family in a different country which is why i have to go there to sleep on sofas at friends and family until i get on my feet again.
I didnt want to give up to much information on reasons etc as im embarassed as it is over my situation. I was just hoping they would terminate the contract as they would not be able to provide me with the service where i am going.
They would not let it go, they said id have to pay a disconnection fee. I tried explaining id not have a forwarding address for the final bill and that my bank account would not be active either.
They then kindly informed me that the debt collectors would find me. Thanks.
I called up once again, desperate, explaning my situation. That id gotten sick last year, that i claimed for benefits as my SSP wouldnt cover my expenses and my employer did not offer any sick pay, that my claim is still not resolved 8 months later, that id gone in debt, that id lost my home ...
They were still stone cold, told me straight out i should have made better life choices. As if my chronic illness is my fault.
They referred to the terms and conditions and saying id comitted to a legal contract. Fair enough. I did.
I asked if they would have any third party costs for me disconnecting my contract 6 months ahead of time, they said no. This means they will not have any costs for me disconnecting, but still demanding £172.50 in disconnection fee. It is their choice.
I understand it is a contract. But to ask a company to have a shread of humanity, some empathy, that is just out of the question.
So as I will not get any help from Virgin media to deal with the horrble situation i am already in, I would just like to warn anyone who MIGHT ever get sick, get in an accident, get divorced or have any other major life event rumble up your economy to please please do not get into a contract with Virgin Media. They will NOT care, they will NOT help.
They will however hunt you down to the ends or the earth to get their precious money, no matter if they are actually providing you with a service or not.
- Location
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- Location
- Bloomsbury, London
- Reviewing
- Virgin Media
- Date
- 2014-01-27
- Comments
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We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.
On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.
Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.
Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.
Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
- Location
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- Location
- Eltham
- Reviewing
- Virgin Media
- Date
- 2014-01-14
- Comments
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Well where do I begin , I have been with virgin media from the beginning , they transferred from ntl , I've got all three services with them , all was going well as can be expected , until back end of last year , first off all the broadband went wrong , that was fixed , the the television lost channels , that was fixed , then the telephone went wrong that was fixed , back to the television looseing channels again , after numerous calls and call outs and passed from pillow to post and customer service guys laughingin my face at my problem , I was pulling my hair out at not getting anywhere , so I was passed to another customer service lady , who told me that if she was me Id leave the company as obviousley I had been treated so badly , in the end they decided to run a complete new cable from my house to the outside box , down the street , but hey it still not working properley , after all this time I get the truth , that the L.E..B have damaged the cables and they got to photograph the evidence as they won't repair the cables if the leb won't pay them the compensation , but it should take another two weeks to come back to them and then they will book a date to connect the new cables up , I have been through hell and back and now I'm very tempted to change company's , virgin media have let themselfs down very badly this time , majority of the time I felt it was just useless even phoning customer services , and I hate the Indian call centres , I have a terrible job understanding them , and then they get very rude with you beacause you can't understand them , all I can say is jeez somebody help me
- Location
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2014-01-07
- Comments
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Virgin Media is one of the most difficult companies to contact I've ever had the displeasure of being a customer for. At the beginning of October (2013) I'd sorted out the Way Leave form which sought permission from my Letting Agency to install their services. This was sorted and an installation date was set. It is now January (2014) and I still do not have internet.
In this period, the maintenance officer came to install my internet but found an issue with the wiring on the street outside my flat. Thus the Construction Team at Virgin Media were sought to do some simple work.
I understand it is common for broadband to be the most difficult of utilities to setup but it seemed to me that Virgin Media are an absolute shambles. The only communication I've received from them is the occasional letter to confirm continual delays to the installation. When deadlines have passed, it has been me who has had to call them in order to follow up whether the work has been done (costing me over the odds to wait on average 10 minutes to talk to someone at Virgin Media's call centre).
It will be interesting to see just how long this seriously poor customer service continues, as I've now decided not to call them anymore (it was getting too expensive).
What are you playing at Virgin Media?
- Location
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- Location
- Bedfordshire
- Reviewing
- Virgin Media
- Date
- 2014-01-04
- Comments
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For the last 7 months the connection has been shocking. I have tolerated it for as long as I can.
The connection disconnects around 10 times a day, completely disrupting what I am doing constantly. I would strongly advice people avoid this service if possible. The connect speed is good, when it works!
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2014-01-03
- Location
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- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2014-01-01
- Comments
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Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!
I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.
Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.
Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.
However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.
I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).
Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.
I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.
Something to talk about in 2014!
- Location
-
- Location
- crouch end
- Reviewing
- Virgin Media
- Date
- 2013-12-13
- Comments
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been talking to them for a month to have our land line sorted and still nothing just my mobile phone bill still going up!
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2013-12-12
- Comments
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Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2013-12-11
- Comments
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I've been with Virgin Media for close to two years. I missed my chance to cancel the contract after the first year following the fake promises done by their customer service and so called managers. On bad days I get speeds of 0.01 with broadband constantly dropping. I live close to the biggest financial center in London and yet they cannot have a decent service and have never bothered to fix it in any way.
Bottom line is, following my experience with Virgin Media I will make sure to stay away from anything with the Virgin brand. The lack of care for the customer and the disservice make it one of the worst broadband experiences I have ever come across.
Stay away from it!
- 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.