4,684 Customer Reviews over 118 pages
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- Location
- Kent
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
-
The most appalling wifi ever. I pay extra for so called super fast fibre optic. The truth is I've had better wifi in a Bangkok prison. Stay well clear!!
- Location
-
- Location
- Shirley
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
-
My brother has been with virgin media for just over 12 months. I WOULD NEVER RECOMMENDED THEM TO ANYONE ! EVER ! The Internet service is appalling ! It always goes down usually for around 15 minutes but sometimes can be hours, when we phone to get it sorted they say they are going to sort it and still take ages. I wouldn't normally moan but it's happened a lot. I feel they take advantage of the fact that he is young and don't really understand what they are saying even when he says he don't understand they baffle him with more crap. They have sent people out to sort it out and it still isn't sorted. They just do the same things over and over again. I don't feel that this is on considering he pays nearly £70 a month and only really uses the Internet. He has tried to reduce the bill multiple times and once it has come down by around £8, as they always find something that they convince him he needs. And now we have to wait for another engineer to come out, who we have to wait for until at least tomorrow which will be at least 24 hours with out service AGAIN. They usually take a couple of pounds off the bill if we have to wait until the next day, but I don't feel it is on paying for Internet that don't work all the time when he pays for a service. He respects his contract by paying the bill but virgin media can not keep their end of the contract up by providing the services he pays for.
- Location
-
- Location
- Cheshunt
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
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Our Virgin Broadband drops every two minutes. This has been for the last two months and its getting worse. Customer services just tried to sell us a new box. Technical advised: to many wifi devices (we are hardwired), they need to re-route our box (but nothing changed, they are carrying out works and shall be finished by the end of the month!!!! (but that is clearly a lie since in the next sentence they advised they have an application in with the local authority and waiting to hear back. So technical department lies to you, service is rubbish and customer complaints have not answered their phone in 45 minutes.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-09-12
- Comments
-
Absolute waste of time, slow unreliable, never works to a standard of price, and nothing ever gets done to revive the issue
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2016-09-12
- Comments
-
AVOID !!!!!!!
still not connected.been on phone to them most of evening.they just cut me off
- Location
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- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2016-09-12
- Comments
-
Received an email about yet another price increase, but it also stated at the bottom of this email that you could cancel for free.
Not a problem then I'll just cancel it for free (how silly of me). Apparently because I changed contract a month ago they already factored in the price increase (without telling me) so this apparently means I can't cancel for free........
Absolute disgrace and I will be complaining.
- Location
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- Location
- United Kingdom, West Midlands
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
-
So I want to preface this review with a few points.
June - Upgraded from 120mb/s package to 200mb/s package.
Phone calls - 5x
Engineer visits 2x (One upcoming)
So, after upgrading in June our speed dropped to less than 2mb/s on download but upload remained the expected 10mb - 12mb/s.
One of the phone calls I asked to speak to a supervisor and I was put on hold for 40 minutes before calling from another phone. When they upgrade my package they apparently only done 'half a job' as well as not arranging for a Superhub(v3) to be sent out. I was informed on the 4th phone call that my Superhub(v2) was not compatible with the package that I ordered (3 months after I started paying for the service).
This is by no means meant with racism or disrespect of countries or cultures, but as an English person I would be very appreciative to speak to a fellow English person.
Spoke to maybe 12 different people, one was English, the other were of Asian decent (sounded as though from India) and 3 of them I really struggled to get a good understanding of over the phone.
The only redeeming factor is that one of the supervisors I had spoken too was very good at the 'I am doing the best to help your situation' spiel - I nearly fell for it.
I will be switching ISP as Virgin Media are THE worst in the country.
Edit
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
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Been receiving impartial service for well over 4 months.The customer service were challenging everything I was saying, yet they were speaking a load of bs.I requested an engineer out witch they ignored, I'll defo be getting disconnected soon as I line something up with sky or talk talk.As a person that uses internet pretty much all the time it's unacceptable.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
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Worst wifi ever used - slow connection so ordered a new hub yesterday which turned out EVEN WORSE. you get a 1% chance your wifi will work and even that's pushing it. Worst wifi ever never would recommend to anyone. Always problems with the hub and connection even when sitting right next to the box.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
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We have to cancel contract in jun because we move to new adress and there was ready one virgin internet.They say no problem but 180 because we not say this early(we was call them 30 day before)...ok we say we pay.When we moving to new adress,they spamming letter to us why we not pay 280 :D They say u must pay this amount because this the price etc...ok we say we ready pay 180 so what ? No its was wrong information its now 280.So we have to pay 100 more for nothing basicly. We pay wewas happy finally its end..Now Sept 10 and i still have new letter with insult not payed amount.Worst company ever.
+ in the new adress the router terrible and the landlord call them million times and they not want change or nothing...
- Location
-
- Location
- Fareham
- Reviewing
- Virgin Media
- Date
- 2016-09-08
- Comments
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Getting less than 50% of speed I pay for. Virgin says it is utilisation problem ie too many people trying to use the network. No improvement after 6 months of complaining to Virgin
- Location
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- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2016-09-08
- Comments
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been without reliable internet connection for nearly a week and have to wait another week for an engineer. Been listening to the same endless annoying music on the phone waiting for ages to talk to Virgin customer support when it says you'll only wait a minute. Ok so they are always friendly and polite but unable to offer any real help.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-09-06
- Comments
-
singed up in 22 May and today is 6th September 2016 and I'm still waiting for my broadband to be setup. customer service soo rude. if you have any option avoid virgin.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-09-06
- Comments
-
Beyond shocking service for years with ongoing problems with intermittent broadband service which Virgin simply will not/cannot sort. I have taken entire days off work to be lied to about future improvements in service and having to endure a litany of creative, lily-livered excuses about the cause of problems. Appalling customer service with rude support staff in India out of hours - just don't even bother phoning. You'll be placated with BS made up on the hoof by whomever you happen to be talking to. Whilst the single redeeming feature of Virgin's service is that broadly honest and knowledgeable engineers can and do (eventually) visit in case of faults, this is nullified by the fact that their escalations for specialist intervention are simply ignored so problems invariably persist. I cannot recommend opting for another supplier strongly enough; I will be switching now at long last - believe me, we are lazy users so it must be pretty bad for it to come to this! If you need a service that involves relying on Skype, streaming and working from home, look elsewhere.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-09-05
- Comments
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We haven't receive our broadband box and I already feeling cancelling the contract!!!
We knew virgin media is more expensive, but we still went for it. We expect better service, at least that's what they say!
Shouldn't be surprise, they have no service. They use the worst delivery company, they leave your box with stranger who claim it's your neighbour. And they don't even ask the stranger's last name, door number.
The delivery company they use is called yodel, if you google online, they have all customers complain missing the parcel. The only reason virgin media is using them.. I suppose it's cheap. So I am paying more but getting a cheap service!
I spent more than 30min to get this result, which is the same I informed virgin media. Not worth it, run away from this company if you can.
- Location
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- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2016-09-04
- Comments
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Been with Virgin since they took over Blueyonder 10 years back. Up until 18 months ago I couldn't really fault them. Always been quick to fix and resolve issues, along with numerous speed bumps over the years. However their aggressive expansion of customer numbers has led to a severe dip in quality due to contention/over subscription. Since early 2015 we've experienced issues from 4pm till long after midnight every day. I'm on a 50mb connection which during this time will max out at maybe 5mb. In effect under 10% the advertised speed. Finally complained after 12 months of waiting for some fix to be told in March there was a known fault. Now this fault was pushed back month after month and now I'm told is due to overcapacity. They also advised the speed upgrades are being cancelled for my area due to this issue. My problem here is that they have an issue which they are not sharing with their customer base. It took many phone calls and staff to get to the root of the problem and they will only refund you £7.50 per month, if you call. So I have to waste time calling once every fix date has passed to go through the whole dance again and again, repeating the exact same conversation. I was hoping the speed dip was related to the work on providing the speed upgrades (given thats what I've been led to believe my price increases are for). Sadly however it's not the case. Basically if you are a new customer I'd steer clear until they get to grips with the over selling as their network is falling apart. If I could I'd go to BT, but sadly they max out at 38mb.
- Location
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- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2016-09-04
- Comments
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Went with Virgin when I moved to new house as it was ment to be the fastest in the area. Virgin sales man came told me I could use phone anytime free if I put phone down before 60 mins got 1st bill. I knew it was a double bill but got charged over 100 for call charges he gave me wrong information it was only weekends so over 200 bill. Rang and attitude from customer service was appalling. They out me on incoming calls and even though I paid the bill I'm still on incoming calls. Carnt wait to change over I was with ee they are amazing going to go back to them as soon as I can Virgin media your sales team are dodgy and your customer service is disgusting it's a good job people are not face to face the way they speak to people
- Location
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- Location
- Gerrards Cross
- Reviewing
- Virgin Media
- Date
- 2016-09-04
- Comments
-
Appalling company. Second price hike in 12 months - no satisfactory explanation other than universal price increase. No improvement in service or reliability and a lot of the TV channels supposedly available rarely work. When I eventually got through on the phone they offered a 6 month discount but at the end of that I'll suffer a further increase plus this one! Don't use them - go elsewhere.
- Location
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- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-03
- Comments
-
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
- Location
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- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2016-09-03
- Location
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- Location
- Medway kent
- Reviewing
- Virgin Media
- Date
- 2016-09-03
- Comments
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Speed lucky to reach 17mp, intermittent connection at best. Customer services dismiss reported issues failing to acknowledge and fix the problem(s).not cheep either.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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Terrible customer service. I have been with them for 5 years and I have finally had enough.
The broadband goes down every other month with intermittent problems. Last night it went down and when I called them they said that it would be down for 2 weeks.
They then followed that by saying and I quote "there is no compensation but if you ring up after the 2 weeks we won't charge you for the time it was offline"
.... as you can imagine the fact they would have still charged me if not for me calling and complaining made me rather upset with their appalling service. Not to mention the lack of compensation. AVOID VIRGIN
- Location
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- Location
- Kingswinford
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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I have just received notification of an increase of approx. 5% (well above inflation) for my Virgin services. The justification is that they are now providing increased and improved services. Well the "improvements" are ones that I neither asked for or wanted. One should have a choice as whether or not to accept the "improvements".
Quite frankly with the shambolic state of the Virgin TV service at present, with programmes either not or only partially recording and slow response times we should in fact be offered a refund rather than having the cost increased. I am rapidly reaching the point at which the move to another provider is looking more and more attractive.
Given the way in which Virgin treats its customers and its resistance to accept any form of criticism I could certainly not recommend them to anyone else.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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Broadband is fast, you can find that in other companies.
They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!
Thats it really. Never again! i say spare your selves, time and money on something more genuine,
Cheers!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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The worst service i have received from any providers. The customer services and installation team are a bunch of cowboys and don't know what they are doing at all. Their managers are utterly rubbish, they do not even call back and they keep extending the time by 48hrs. They wasted so much of my time that eventually i have now lost connection and number of my landline. And no date has been set for the fix and installation of the services. I have now decided to go back to SKY and have to cough up £50 to re-activate my line again.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
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Shocking - simply the worst provider - 0 customer service. In today's age of reviews you would think they would put some focus on this. Indian call centres following process books that are from 90's customer service. SIMPLY REFUSE ANYTHING THEY OFFER AND ESCALATE UNTIL YOU GET THEM TO TALK SENSE. Branson... not your finest venture
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
Fast and reliable broadband. Would recommend.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
Virgin media is the worst service provider since Elizabethan plumbing (there wasn't any). After years of harassment over the phone and via mail to switch from sky, promising more channels and faster broadband and a cheaper landline, we decided to give it a try and save money. Huge mistake. It took a week of no broadband and no tv and three or four engineers, all on separate occasions that I had to call spending hours on my mobile with customer service to book each of them, and on two occasions no-one turned up, they just told me they booked one to get me off the phone. When they did turn up they started messing about with the neighbours wires as well as our own before we got even one channel and it was very glitchy. Eventually, and after 3 missed days of pay waiting for engineers who sometimes didn't turn up or did turn up but without the right equipment and had to come back a day later, that got sorted. However, the phone line still hasn't been installed because despite their advertisements flooding this area, they don't even have the government permission to install virgin phone lines in our area! They said if they do get permission (at all) it will take at least until the end of October! It was meant to be installed in August! We can't even use the phone for emergency numbers (which as I'm pregnant I will need soon). If I had any idea how much trouble it would be I'd never have switched, what's the point saving money if you don't get even a basic service or a truthful customer service hotline out of it. If that guy at work no-one can stand mentioned he was getting the virgin media package I would advise him against it because not even a twit like him deserves this much agro. If I could shake every one of you considering using virgin media by the shoulders and plead "for the love of God don't do it!" I would.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
I would never recommend Virgin Media to anybody... we have had virgin in our house for several years now and the quality just gets worse and worse.
We have been having problems with having no internet, so we called the customer service team to be told that during peak times the internet will be slow. However they should tell you that it will always be slow, we normally get a download speed of 15mbs, which considering we pay for 200mbs is appalling. We have had several engineers out to make sure that it was not our 'SUPER HUB', but apparently there is nothing wrong with it. We then called to complain again and they told us they can send us the newest addition of the 'SUPER HUB' which is giving us less internet than before and only allows you to get access in the room that the hub is in. But they still say that it is because so many people use it at peak time, considering it is currently 7.30am and I cannot load a 5 minute video and I am the only person in the house it is just not acceptable. When we call to try and cancel they just 'upgrade' our internet and tell us that there will be a charge if we choose to leave. If you are thinking about changing your broadband to virgin media please don't it is over priced and a waste of time!
- Location
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- Location
- South woodford
- Reviewing
- Virgin Media
- Date
- 2016-09-01
- Comments
-
A absolutely dreadful uncaring company. Took many many attempts to get my complaint dealt with and then when my son had the same issue they just haven't replied at all to his many attempts. The fee to charge for not being able to provide virgin when you move even though it is there fault is totally unfair and what are you suppose to do...make it a consideration when looking for a new place to live!
- Location
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- Location
- Erith
- Reviewing
- Virgin Media
- Date
- 2016-08-31
- Comments
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bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.
Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.
Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!
Too tired now, will come back to add more later!:)
- Location
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- Location
- Finchley Road station
- Reviewing
- Virgin Media
- Date
- 2016-08-31
- Comments
-
The worst service I have ever had! They just want to sale so they gave many promises but you can do none!!!
- Location
-
- Location
- Leiceste
- Reviewing
- Virgin Media
- Date
- 2016-08-30
- Comments
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Installation due today. Text received at 8.30 reminding me to make sure that there was someone in over the age of 18. Time arranged 13.00 to 18.00. Daughter left work early to be in at 13.00. I finished work early, all the family back in by 16.00. Virgin no show. Apparently Darren the Engineer phoned me, but left no voice mail, did not ring again and did not get out of his van to knock on the front door. Excellent. After 45 mins on the phone I was told I could have a re installation in 6 weeks time but we will let you know if there's one in perhaps 2 weeks. Cancelled the contract with no apology from Virgin and was told to have a nice day. Back to Sky who have been more than helpful.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-08-30
- Comments
-
First time we've ever used Virgin having always used Sky and, once my contract is up, I'll never ever be returning. Absolutely appalling. We pay for the 200 Mbps package and we struggle to get 50. Every single day the wifi doesn't work - we've spoke to the company about this (started in February!!) and they said it was a fault and was going to be fixed by August so basically we were paying for broadband that we weren't even getting and their generous offer was to give us £25. Ye thanks. Anyway, we are now 2 days away from September and it still doesn't work. Customer service is crap. Crap crap crap crap. Everything about it.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-08-30
- Comments
-
I used to like virgin years ago but they now have a terrible customer service. The length of time they put you on hold only to be told they can't help is also very frustrating. They informed me before buying the fibre optic broadband that I'd be able to use it when I moved a month later. Since it turned out that was not the case, I decided to cancel the subscription. They wanted me to pay £240 fee to get out of the contract which I have refused. I asked them to listen to the taped recordings which they said they would but they never did. I will not be using their useless service ever again that's for sure.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-08-30
- Comments
-
Appalling company. I wouldn't trust any of them to sit the right way round on a toilet seat. Having advised I was moving home (before the end of my contract) I had to pay £200 in early termination fees: absolutely fine, I knew what I'd signed up to.
No one explained that I could take that contract with me to my new home. When I learned I could have done that, I asked them, retrospectively, whether they'd be willing to refund the early termination fees if I had Virgin Media in my new home. A call centre script monkey of about 12yrs old told me they "don't refund termination fees".
Well, fair enough. Virgin Media, you could have been reasonable and had me as a customer for the next 18 months+, but you don't want me. Fine.
I've gone to Sky.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2016-08-28
- Comments
-
Signed up for their top tv package in April 2016 (didn't sign up for broadband). We are now at the end of August and the monthly cost of my tv package has been increased twice! So in just over four months since signing up, my bill is now 7.25% higher. Who knows what it will be by the time my contract ends!
- Location
-
- Location
- Abbey Road
- Reviewing
- Virgin Media
- Date
- 2016-08-27
- Comments
-
Awful I've been with virgin for a year now and 3 times without service in one occasion for more than 2 weeks. Customer service on the phone is terrible it takes hours or days to get through to them. Today I phoned 3 times and after waiting for at least 10 min each time they cut me off.
I'm glad my contract is coming to an end I think I'm going back to sky, I was with them for more days 7 years and never have a problem. I only wanted to give a try the f optic. Wrong decition!
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2016-08-26
- Comments
-
Initially I thought the customer service deserved five stars to the 0-1 star Broadband service which at the best of times ran with the speed of a hamster pedalling a full size mountain bike.
However, after trying to cancel twice (the first time was when moving home: they tried to charge me a cancellation fee equivalent to the bills for the remaining terms so I agreed to relocate it FOR THE REMAINDER OF THE TERM instead - it cost the same after all. Second - time they told me I had longer than the original contracted length) - I cut my losses, losing a total that is almost equivalent to a year of bills for my alternative broadband supplier.
Shabby service all round sugar-coated in deceptive "friendly customer service". Whilst I am normally someone who rates good customer service and berates bad customer service; no amount of friendly polite customer service can rescue an underlying terrible service.
- Location
-
- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2016-08-25
- Comments
-
Virgin Media is only in my house due the fact it was the only alternative at the time.But its so bad now i can barely load a page .I can't play online poker using my mac , Instead I'm using 3g on a phone to play .Which is quite unbelievable seeing as i pay for a reliable broadband service , so i don't have to use a 4 inch screen to see the cards in my hand . Virgin , quite honestly , what you are supplying me now and charging me for is tantamount to robbery . It took 5 attempts to load this page to post a comment , and I'm sat in the same room as your so called super hub .Super joke more like it .Ive been with you for over 10 years , and this is the worst its ever got . I will be looking at another provider who provides what they say they will .A usable service .
- 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.