3,750 Customer Reviews over 94 pages
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- Location
- Arnold, Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-06-24
- Comments
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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
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2020-06-24
- Comments
-
Have been with Virgin for over 10 years, and in general have been very happy with them. Their broadband speeds and reliability are very good. I recently moved to a different property and engineers came out within a day to hook me up, and the engineers are always very polite and competent. Experience on the phone ranges from excellent to awful.
However, the speeds I am now getting are less than half of the advertised speed at the router - I'm not sure if this is the new property of due to increased stain on the network during lockdown. Virgin's prices are very high and they make it very difficult to reduce your bill by removing services. You are also denied the good deals offered to new customers, meaning you are penalised for loyalty.
Because of this they are forcing me to try a different provider, even if this means lower speeds or less reliability.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-23
- Comments
-
Thanks to Virigin Media, I got a new Broadband contract that cut off my Internet during Homeoffice, costs me £20 more than my previous Virgin contract with the same bandwidth and bills me £113 for account change.
Neither the customer service hotline nor support wanted to help me, so maybe this gets more visibility.
My flatmate moved out in the beginning of the year and I was supposed to take over his Virigin contract which was supposed to end in May 2020. I filled out a form to transfer accounts and have not heard anything for another 2 months.
A bill for £80.86 arrived. Where our previous bills were £29 each. Charges for an account change and a monthly package price of £49.
I tried to create a Virgin Media Online account to get insights on my contract and billing, unfortunately the online account was still registered to my old flatmates email address. I couldn’t request a change of online account owner, nor could I login without the email.
So my 2 problems are:
- I got billed more than I was previously paying
- I did not have any access to my Virgin Account and was not able to create a new one with the account number stated on the invoice
So I gave up and called customer support. The lady asked for the pin – which I never received for this account. Luckily, I could provide her with my personal data, so she could access the account. She explained that the £29 were for the first year only and after some discussion she offered me a package with a lower bandwidth for £36 instead of £49. I agreed.
I also explained to her that I don’t have access to my online account, she said that she would email me including the confirmation of the account changes and the link to get access to my online account.
None of the above happened. Problem 1 and 2 still unsolved.
2 months later, we received another invoice for £80.86, a letter confirming the account changes and stating a discount for the month of May and another invoice for £113.98. And the worst of all, our Internet got cut off. It’s lockdown, we are doing homeoffice and we can’t get our work done without Wifi. I am more than happy to pay my bills, but I am not accepting to be treated like this as a customer.
I called customer service again. This time it took a while until I was even able to speak to someone because the automated voicemail asked me to pay the outstanding bill first. Eventually, I got to speak to someone.
I was asked to provide my account number (got it on the bill), my name (obvious), account pin (I never had it), address (got it) and finally my birthday (got it). Then I was told the information was wrong and she could not discuss the account further with me. She asked for the sort code which is linked to the account as a last resort. Since I never provided any nor had access to my account I could not provide it. She said that there is nothing she can do for me due to security reasons. Why did it work the first time then?
I asked her to escalate it internally, so she created a complaint and told me that her manager will be in touch. That has not happened yet.
I did pay the bill now to be able to work from home, but this is a horrible customer experience. I am going to terminate this contract asap and avoid Virgin Media in the future.
0 Problems solved
I had to pay £113 paid instead of normal £29
I'm stuck with this contract until May 2021
& I still have no access to my Virgin Media Account
Never again.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2020-06-23
- Comments
-
Absolutely abysmal experience!
We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!
We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!
Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.
On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!
Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.
We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!
As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.
Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-06-22
- Comments
-
When Virgin media broadband works as it should it is quite reliable with good speed. This is fine until you have a problem & when you have a problem no one at Virgin media is interested in resolving it. Having lost our internet a new faulty router was supplied & informed it would be sorted in 24 hours, we are now a nearly a week later with no progress whatsoever. I have terminated our contract with Virgin & have accepted the broadband will not be restored before the 30 days notice expires, yet the retention team ring up to ask what can we do to keep your business? Well first of all it would be a good idea to get the broadband working & the tv recorder back in service. I have been with Virgin media for probably 20 years but they just exasperate me as there are no solutions & sitting on the phone in a queue listing to music for an hour is just not on in 2020. They have simply got too bog & don't have enough staff to deal with the issues within their business.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2020-06-21
- Comments
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Been with virgin for over twenty years. It's been a constant battle to keep price down. Worst company I have ever dealt with. Thang god couple of weeks and there out my life for good. They threatened to take mine and wife's emails of us if we left so stayed but changed everything over to new emails now so can leave them. Didn't want landline but they said they'd put price up if I cancelled it. Said if I had a TV box they wouldn't put the price up madness. Please don't go with this company and spread the word. Nobody needs the stress they can give you in there life. Goodbye to all your call centers where very few can speak good English!!
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2020-06-21
- Comments
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Before I agreed with my current contract, I asked how much is the exit fee because I expected to end it before the 12 month period. I was told the exit fee would be less than 30 £ and as it seemed reasonable, I accepted the contract.
But in February, I asked again about the exit fee... and this time I was told that there is not such a "less than 30 £ exit fee" and I must pay the full 12 months period contract if I end it before the 12 months!
Since then, I called Virgin many times, wrote Virgin many times, recieved letters, sent many text messages. All I want from Virgin is that someone listen the phone conversation I had when I took the contract so to be charged with the exit fee that I was promised that day. Something simple, but Virgin hasn't done it. Instead, Virgin goes forward and then back to the same inicial point, even with lies like the one that they called me 3 times and I didn't answer.
Now I am trapped with a contract that I don't need and I only want to end it paying the exit fee which I was promised.
- Location
-
- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2020-06-19
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2020-06-18
- Comments
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Disgusting customer service. Waiting for over an hour to speak. When I do they can't speak proper English. They are charging me double the amount as they are for new customers and don't provide a service. Virgin actually owes me lots of money and won't pay up. Don't use Virgin you will regret it.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-06-18
- Comments
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Over the last few months or so Virgin media has been very bad. For months have had intermittent connection with customer services trying to blame it on the box, the cables and everything else. eventually they admitted there was a fault on the lines and after a week messaged me it was fixed. a week goes by the issue is back internet just dropping out and slow speeds. So if looking for a internet provider stay clear of Virgin
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-06-18
- Comments
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Customer Service is appalling, hanging on the phone for over an hour. representatives who clearly don’t understand your issues and everything is read from a script. It’s a very poor service and that’s why I left them reverting back to T.
The speeds are good but not constant, most of the time I was getting 300mbs but paying for 500. TV is just the same as every other provider, yes repeat, repeats and even more repeats.
Save your money and just get a basic broadband package from another company and use free view. If you want movies get Now, Netflix or mazinnProme.
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2020-06-17
- Comments
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Until this year I had always been pretty happy with Virgin Media but I have had so many problems with the service recently that I have had enough.
I am locked in until next year but I am DEFINITELY leaving once my contract is up.
The wifi is so flaky now I have had to buy long CAT7 cables so that a connection can be maintained while working from home.
My PS4 used to connect with no problem but recently it just failed to connect at all wirelessly.
I finally managed to get a connection after I set up a guest account specifically for the PS4.
The PS4 can't be more than 12 feet from the router with no solid walls in between.
Also, my PC drops it's signal too often as well. It usually kicks off again after resetting the adapter but not always.
I tried phoning them but was told it might be an hour in the queue then I tried to raise a service complaint and what a shock, even THAT didn't work!
The TV says that the signal is generally less than 50%.
It's a real pain even though the speed is OK once connected via a cable.
Once 5G services are common and not too expensive I can see Virgin Media going out of business.
- Location
-
- Location
- Streatham
- Reviewing
- Virgin Media
- Date
- 2020-06-16
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2020-06-16
- Comments
-
Customer service is just THE WORST EVER - you can literally waste your life on the phone or on chat and get nowhere - even when you put in complaints or (as I have done) two complaints letters recorded delivery - and cancel your contract - they still don't contact you - even when you contact the customer retention team (after 3 hours via chat) they just cut you off - just surreal levels of BAD
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2020-06-15
- Comments
-
WiFi and tv is good. Customer service needs a bit of work I called the customer service line as I couldn’t create an my virgin Media account I told a guy on the phone about it and I was told to wait 24-48 hours and try again. I waited tried again still didn’t work. Got two missed calls from virgin as I was at work so I called back when I got home and a lady told me they “changed my password” even though I didn’t have an account then I was told it will take 5 days to get my account fixed. I tried to access some software on my pc and it was blocked internet connection by the parental controls I’m guessing as it trying to access a remote server.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2020-06-15
- Comments
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The broadband speed and reliability has been great. However, their customer services are awful. Once they have your money, any issue is your problem, not theirs.
- Location
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- Location
- Chelsea
- Reviewing
- Virgin Media
- Date
- 2020-06-15
- Comments
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Do not get virgin media no matter how attractive the package.
WiFi is so intermittent and when it does work it is unbearably slow. Have been trying to work from home and have had to spend a fortune on mobile data because my WiFi will not working.
Issues are not resolved in given timeframes and customer service offer little to no support or effort to resolve.
Refuse to let me out of the contract without a massive ending fee despite being unable to service my area properly.
Borderline fraudulent behaviour STAY AWAY
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-13
- Comments
-
Broadband keeps dropping out.
- Location
-
- Location
- Ls14
- Reviewing
- Virgin Media
- Date
- 2020-06-12
- Comments
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Do not get virgin broadband it is so unreliable its untrue and when you phone customer/technical services they are no help at all. I am trying to work and not for the first time the broadband is down and will be for at least 6 hours. That's not the worst earlier in the year it was off for 16 days.
- Location
-
- Location
- WORTHING
- Reviewing
- Virgin Media
- Date
- 2020-06-11
- Comments
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For the last 6 months we have been complaining about our broadband speed 10Mbs up >1Mbps down when working after changing the hub lots of phone calls and being told that nothing is wrong it is me. I finaly had an engineer call out there was no point him checking he told me that virgin no the problem there is a major network problem in Goring and there are not enough people to worry about he said that in maybe 7months we will start reconfiguring the network as it is over subscribed so for 6 month they new about the problem and would not come clean their customer services lied through there teeth and with another 7months befor remedial work that is effectivly over a year without a solid internet service they want there money but they are not interested in the customers. So tommorow I am connecting with Vodaphone and shortly they will have fibre optic in my area goodbye Virgin I will not be back. But I will be passing on your wonderful customer service to everyone i meet and try to sell vodaphone. If they do not hit there garunteed speed you do not pay for it I think Virgin would be broke if they did this.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-11
- Comments
-
I have been writing this review during the more than an hour wait to speak to a human at Virgin. It's not worth it. Go with whatever other company offers a better deal and don't count on Virgin for decent internet provision or customer service.
I have had decent broadband provision with Virgin for a year and renewed my contract for a more expensive rate in March 2020. It's been hell since and I will try to cancel my contract. Virgin always had ******* costumer service, but at least I didn't have to call them often.
I am supposed to get 100MB speed, but I get around 30-40MB next to the router. The service drops in the middle of work meetings during the day as I now work from home, putting me in a terrible situation at work. My bedroom gets 0.2 MB. In fact the speed.net website often cannot even perform a speed check as there is no speed so I have been using my mobile data. Their app also detects poor service. If I wanted spotty, unreliable internet provision, I could pay half the price I am paying virgin so I am ready to take this to the ombudsman if I can't get out of the contract.
- Location
-
- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Location
-
- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Comments
-
DO NOT USE THIS COMPANY!!! In December I finished my contract early with Virgin Media as we were moving. I paid the full £157 ahead of the usual billing date, I was subsequently double billed by Virgin Media when the usual direct debit is taken (There billing system does not recognise customers that have already paid their bill). Over the past 6 months I have contacted virgin media close to 10 times. Each time they have said they will send through a cheque returning the money. However, nothing has been received. I'm disgusted by the behaviour of this company and it's apparent lack of regard for the law and lack of regard for it's customers.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Comments
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Thoroughly incompetent Customer Service. They have made it almost impossible for me to leave a short term monthly contract. I have had a total of 8 hours of phone calls with them and they ended up saying they would charge £13 to my debit card, but when I looked at my bank statement a few hours later saw that they had taken £74. That's illegal!!
- Location
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- Location
- HITCHIN
- Reviewing
- Virgin Media
- Date
- 2020-06-08
- Comments
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Drops out several times a day sometimes with catastrophic impact on live web meetings. Very unreliable. Also often can't use catch-up or on demand TV. Would not recommend.
- Location
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- Location
- PRESTON
- Reviewing
- Virgin Media
- Date
- 2020-06-07
- Comments
-
Absolutely dreadful WiFi, it's patchy and when it is working drops out more than its online for. VM customer services are poor and they are telling me I need to move large items out of the way. Its strange how a 4g signal can get past all this and perform faster in any room in my house!! I'm having a party the day my contract ends with VM
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2020-06-07
- Comments
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almost impossible to cancel and the rudest customer service of any company i have ever dealt with. finally got hold of them on the phone to cancel and the rep hung up on us when we said we want to cancel. i would not use them again even though the broadband was pretty good - really poor customer service and customer support
- Location
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- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2020-06-05
- Comments
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I have been a virgin customer for 3years, contact is up for renewal in January 2021. Well that will not be happening, its back to Sky for me. Their broadband is all ways breaking down, so we have no TV, no landline, yet we pay all this money for the VIP bundle. Enough is enough Virgin. Good bye.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-04
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
-
Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
- Location
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- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
-
Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
- Location
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- Location
- morden
- Reviewing
- Virgin Media
- Date
- 2020-06-02
- Comments
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i suppose to have fixed monthly price only for data.BUT no one know why u charge me almost double of that monthly price :@ still wander how you still provide that service with these 'good' feedbacks everywhere....
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-29
- Comments
-
Apparently, I had 100Mbits, but that was just on paper. At peak time, we could either watch Netflix OR surf on the web, but not both together.
Watch out:
A land line is mandatory for broadband with Virgin Media. When you cancel your contract with them, you have to cancel the phone line extra (regardless of whether you wanted it in the first place or have ever used it). If you don't cancel both (broadband AND phone line), they keep charging for the phone line as happened to me. Never again!
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2020-05-29
- Comments
-
ABSOLUTE JOKE .... we are in a pandemic and I'm a key worker working a ridiculous amount of hours. I was given a quote and today having spent many hours researchimg what packages are available with other providers I rang virgin media and they are not prepared to honour their quote ... complete waste of my time. Despite explaining that I'm a key worker working 60+ hours per week and this is my next day off, they still weren't prepared to honour it and advised to keep phoning back to see if their prices have changed! Complete waste of my time and a RIDICULOUS business model .... shame on you Virgin Media making money on the back of this pandemic.
- Location
-
- Location
- Darlington
- Reviewing
- Virgin Media
- Date
- 2020-05-29
- Comments
-
Patchy service for years.
Several complaints over the years about connectivity but only ever resolved by apparently upping speed in a thinly veiled fob off. Cable in the street finally failed which revealed the problems we have been having for years.
Then the same week the contract comes to term only to be told we are expected to pay more than a new customer. NO WAY ON EARTH.
For the record the boots on the ground guys, the one who came out to test the connection and the guys who pulled the new cable in, can't fault them. very professional and helpful. I pitty them working for this disgraceful shower.
- Location
-
- Location
- Vauxhall
- Reviewing
- Virgin Media
- Date
- 2020-05-28
- Comments
-
Broadband cuts out very frequently and it seems multiple times a week there is a general problem in the area that they never fix.
- Location
-
- Location
- South west London
- Reviewing
- Virgin Media
- Date
- 2020-05-28
- Comments
-
Breathtakingly bad is the first phrase that comes to mind. Speed is woeful and wildly unpredictable. I'm paying for 50mbs, but haven't reached those heights once in the last three months. Upload speeds are also shockingly bad - it can take half an hour just to to send an email. Customer service is useless - promises of engineer visits and fixes by certain dates have come to nothing.
- Location
-
- Location
- Leyland
- Reviewing
- Virgin Media
- Date
- 2020-05-27
- Comments
-
I have been hit hard by the covid-19 outbreak, I'm part of the 5%of self employed who don't qualify for anything from the government and have literally had zero income for the past 3 months.
Every other company I have dealt with have been understanding about the situation and have put a hold on my account for a few weeks until the work starts up again.
When I couldn't pay my first bill I rang customer service to explain to them why it wouldn't be paid, they said there's nothing they can do about the bills but we wouldn't be switched off for the duration of the outbreak, just limited to slow service.
A month later I start getting threatening messages, about my account being sent to a debt recovery agency.
I call the number on the message which starts an automated message telling you you can pay online then says hold on the line to speak to an advisor and cuts you off everytime.
A few days later I get another message saying call the same number and we may be able to lower your bill, I call and get cut off again.
I found a different number online and rang that then get passed around between four different people before someone would help me.
I ended up talking to the collections department, I explained that I had no income and wouldn't be able to pay anything and spent the next 10 minutes with the advisor saying "if you pay this much today" and me replying "I have no income" on a loop.
Eventually the lady said if I could pay £70 today they would credit the rest owed (around £30-£40).
I told them I would see if I could borrow the money from somewhere and get back to them.
My dad kindly agreed to lend me the money so I rang back about an hour after the last call only to find out the collections department closes earlier than the others so they'd send an email to the lady I'd dealt with earlier asking her to ring me tomorrow.
The day after i don't get a phone call so I call them instead only to find it's impossible to speak to the same advisor for some reason and they can't do the credit.
I then get another message saying I didn't pay the make the agreed payment of £70 and that it would affect my credit file.
Now I'm sat here after spending two days on the phone to virgin and getting absolutely nowhere, apparently with a worse credit rating than if I'd just ignored the debt
- Location
-
- Location
- Newcastle Upon Tyne
- Reviewing
- Virgin Media
- Date
- 2020-05-27
- Comments
-
Horrendous reliability, speeds and customer service.
Anxiety-inducing when joining any work conference calls. Will the connection stay up or fail again?
Forget getting anywhere near the advertised speeds. I decided to monitor speed over a few months on a 350Mbps connection, using a machine plugged directly into the supplied hub. Averaged around 100Mbps. Whilst this still seems fast, coupled with the unreliability and the fact that I'm paying for much higher speeds, it's unacceptable.
Customer services are a joke. They don't listen to the issues and respond accordingly, they stay "on script", directing to the status page, asking to reboot equipment etc. Standard stuff. You'll get sick of being passed around without resolution, and give up. I'm convinced they hate their customers and will throw anything at them to stop them being annoying. (If you decide to call them on the 0345 number, make sure you're feeling flush - you'll be on hold for ages, passed all over the place, and possibly hung up on; only to begin the cycle again and probably give up).
None of this stuff is exclusive to me - just check twitter.
Until they improve the reliability of their network and transparency in dealing with the customer's issues, I'll be getting my broadband elsewhere.
- Location
-
- Location
- Macclesfield
- Reviewing
- Virgin Media
- Date
- 2020-05-27
- Comments
-
By and large no major complaints. 30-100 mb download speeds over wi fi however no real pattern to fluctuations in speed ie (doesn't matter if its peak or off peak) will point out to any sky customers who are thinking of switching I do find the HUB3 wi fi coverage inferior to sky's. You probably be using your data when sat in the garden.
- 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.