4,684 Customer Reviews over 118 pages
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- Location
- leicester
- Reviewing
- Virgin Media
- Date
- 2019-10-12
- Comments
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Terrible company, greedy, only after money. Constantly pester you to get you to keep upgrading. Demand money of you that you don’t even owe them! Always putting prices up. Very expensive. Will NEVER use Virgin again
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
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Virgin media has got to be the worst ISP ever.
I am currently paying for the top internet at Virgin media and I am not getting what I paid for. I am getting less than 500kbs. That's shocking.
I advise you not to join this terrible company.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-12-14
- Comments
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While trying to cancel my contract I queried why they do not offer an option to cancel online, much easier for all surely. Oh no you won't get the great customer experience that they can only give while on the phone... well that experience consists of being questioned, why did you decide to leave, did you not understand something about your service, why didn't you ask us to help, who are you moving to? Exactly why they need to offer an online form to save consumers from this, bordering on abusive, rude, aggressive technique to try and convince you to change your mind. Sadly some people will probably give into this and it is not a fair way to treat people. Disgraceful.
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-25
- Comments
-
absolutely terrible service, would have to pay me to take out another contract with them
- Location
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- Location
- Shepperton
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
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Virgin took my order after checking I was in their Service area. They then cancelled my order as they didn’t have the budget to do the install! The cheek of them to tell me when they have the budget they will get in touch . I have told them never to contact me ever again
- Location
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- Location
- Ealing London
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Disgusting service from Virgin Media.
From the 1st day I have had nothing but issues with them. They failed to inform me that there was no phone line in the area at the time of taking out the contract therefore had to charge me the Installation fee for the broadband, long story short they are still making incorrect charges to my account as they cannot get their act together.
The extra charges however are the least of my worries, having been mis-sold the 50mb broadband package they are not failing to meet their end of the contract, the most signal I am getting now is 0.25mb!!
Called them numerous times only to be told I need to purchase a signal booster off them to get a reasonable speed.
Needless to say I was not happy with this solution. Several calls later they informed me that the sales rep should have stated that there was a line issue in the area prior to taking out a contract with them.
They assured me they were applying to the council for new lines to be installed early last year, called again before xmas to be told its being delayed till later summer 2016. 10 months of my contract paying for 0.25mbps of so called broadband!
Please please avoid using them at all costs.
They are more than happy to make a sale but much less so to help resolve any issues. If anything they blame the consumer.
Will be looking to make a complaint to the regulatory bodies.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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Not even worth 1* the worst company you can ever deal with. The so called customer relations team who are tgere to resolve your complaint dont even know what day it is. A woman called Karen or Carol has the worst attitude ever. Advise to all.. DO NOT SIGN UP FOR VIRGIN MEDIA.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-01-12
- Comments
-
Horrendous company. Avoid at all costs.
Having signed up with Virgin and cancelled my existing provider, Virgin called me the day before installation to say that can't provide my property with broadband.
They would not discuss alternatives and some virgin employee who spoke poor English, glibly told me that my account was closed. She wouldn't let me speak to a manager and ended the call.
I was left shocked by their terrible lack of empathy and atrocious lack of customer care.
I requested a manager to call me back but of course nobody did call back. When I checked the online account it had been closed.
I had to go back to my existing provider and beg them to reconnect me. I will never make the mistake of using Virgin media again. I'm blacklisting this company from now on.
- Location
-
- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2017-03-15
- Comments
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The worst customer service ever no one know how the company work. Every time had receive totally different information wouldn't be able to update a address correctly where I said like to a baby that house number is three zero not thirteen. Arrogant and unhelpful people do not even mention that they put price inc-raise every 3 months and from the contract for £36.00 after a year it come to £52.00
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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Poor customer service after book 3 days off to get engineer to come out because Virgin Media keep cancelling my appointment without telling me Finally when the engineer come out he was late and did not call to say it's got to be late
- Location
-
- Location
- Motherwell
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
-
DO NOT SIGN UNLESS YOU KNOW THE PACKAGE THEY ARE SELLING IS ACTUALLY AVAILABLE
Had a cold call for Virgin Media installation - agreed and signed deal only for installation to be cancelled 2 days before fitting. Called customer services and had them hang up on me. Contacted CEO's office and had a call within hours to tell me that the service they are selling is not available and will not be available until "maybe" next year. The Virgin salesman had already taken all my details to cancel my Sky deal and now I could end up without any provider due to Virgin Media being so bad.
- Location
-
- Location
- harrow
- Reviewing
- Virgin Media
- Date
- 2019-09-10
- Comments
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Customer service is abysmal. I am canceling the contract atm. Their advisors are based in India and are rude and clueless. I have just signed up with them and they can't even retain a customer. I don't have words to describe the service that I have received. I would never recommend this company to anyone. The only service that is amazing is the first contact team that lures you in to sign up with them.
- Location
-
- Location
- Staffordshire
- Reviewing
- Virgin Media
- Date
- 2017-01-29
- Comments
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Totally useless company to deal with!
Good WHEN it works!
Problem with Internet hanging, numerous calls, saying yes there WAS a fault to be told next time no fault resulted in them sending out an engineer who said problem was with OUR hub, fitted new hub inspire of saying rpthere areas leader 19 others in our village with same problem - he was adamant he had checked that morning and there was no fault in our are All! New hub would take 3 hours to activate so he left, then found out we had not phone connection!
Phoned and engineer returned, corrected phone, which was due to a wire he had disconnected, new hub was still hanging to which he replied, there IS a fault in your area!! Two weeks have now passed and still the same comment is "over utilisation" My reaction - " if my neighbour turns there lights on should I expect our lights to dim? So hopefully if enough people leave Virgin ours may be better!!"
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2017-03-29
- Comments
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Hi all,
I'd like to explain my situation and how I was abused and trapped by Virgin Media. This testimony is for your help, for you to know how things are treated at VM when service faulted.
I moved in my new home on the 13th of january. A technician came to install all he services and everything was working... for some days.
5 or 6 days later, the internet connection faulted. I contacted the team and they send some technicians.engineers to look after the problem. At the begining of february they called me to inform that the technician who was supposed to come at my house won't because it is a problem of network (cable in the street) and postponed the appointment to the 12 of march (more than a month later). At this stage I was very irritated because I need internet for my work so I had to suscibe more 4G data from my mobile provider. In the meantime the have debited 92£ from my account for the service from 13 january - 12 march, so for 5 days of working services. I asked several times for reimbursement but nothing.
So the 12 march, after almost 2 months of waiting I was impatient to use my internet connect but guess what ? It was still not working. I have contacted the fault service team 2 times and they were not able to give me an answer why. The connect me to the construction team who told me they will contact me within 2 days and that the problem should be fixed betewwen 2 - 8 weeks (8 weeks again to wait!!!!!). I was exhausted and wanted to cancel to go at BT or Sky, so I called the customer services who connected me to the cancellation team. There I explained the situation and say that I wanted to cancel my subsciption without early terminate fees because the were not able to provide the service.
Oh yes, the funny thing is as the internet defaulted after 5 days and the time they send a technician to my home it was too late (more than 14 days) to cancel without fees.
So the guy told me that the constuction team will contact me within 2 days and after this call if I have to wait too (more than 2 weeks) I will be able to cancel without fees. I asked him to confirm that by sendinbg me an email. He accepted but guess what ? I never recived it.
5 days later, of course nobody from the construction team contacted me, I contacted the service and someone said that the problem will be fixed on 24th of march. Wahou ! finally a date of availability of the service i am paying for but can't use
And the 24th of march I think you have already guess that it was not working!!!
I am more exhausted than irritated now. On monday I have again contacted the team, they said the construction team will contact me within 2 days. The didnt. Today I have contacted the team, the said me the construction team will contact me today. Again and again, the same answer and no internet.
So finally I decided to contact the complaint team. I chatted with Zoe, who were very unpleasant. She told me that I have to wait 7 more working days. I said that I cannot wait anymore as I am waiting for almost 3 months now. So as your colleague told me before I wanted to cancel without early terminate fees. And what was my surprise when she told me than it wasn't possible that I have to pay more than 100£ for terminate my bundle!!!!
I feel very trapped today. VM are taking my money, they dont provide the service and if I want to terminate I have to give more money. Is that the kinf of treatment we have to bear with this company?
I don't know what to do anymore. I continue to pay for the service, I am paying more and more 4G data from my mobile provider, and I cannot switch VM from a honest and professional provider.
I hope this testominy could help those who wondering if they should go at VM. For information in my service status it is written that everything works. So dont be abused like me and run away!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-08
- Comments
-
I have never been so angry with any service provider och consumer company of any kind as with Virgin Media. I became a customer of theirs on June 12, 2017 and as of today they have still not given me a date for the installation of internet and TV. They've cancelled on me three times when we had set up appointments and I had arranged to stay home from work. Every time I call their customer service I get passed around between different departments and I spend 1 hour each time I want to ask about when they will do the installation. This is the WORST Consumer company out there. Avoid at all cost if you can. I can't.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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The worst engineer service ever
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
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I feel myself very unlucky and unfortunate that I chose virgin media...without my agreement they increased the price plan from 26 to 65 which is really unfair.... I contacted the customer service to discuss the matter after 45 minutes long wait, I spoke with a very unhelpful person with rude attitude... and after 5 minutes discussion he put me on hold for more than 50 minutes and the phone disconnected....I tried many times and same thing happened...since then I am trying to cancel my account with virgin media but not getting any success....virgin media has a very bad customer service and giving a star is too much for them....compare with other providers the service and price is very high with virgin media...
Really I don’t know how to get rid of virgin media...I think there is no other option but to complain with consumer angencies...virgin media is robbing people...I recommend to everyone please choose other providers instead of virgin media ...this company made lot of money therefore they don’t care for customer
- Location
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- Location
- Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2018-05-28
- Comments
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Terrible. Service doesn’t reach the full house and does not work at all in one of the rooms, which unfortunately is the study, where the computer is deemed basically unusable due to not being able to connect to wifi. Stay away from Virgin Media.
- Location
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- Location
- Brent
- Reviewing
- Virgin Media
- Date
- 2016-05-23
- Comments
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Broadband barely works I usually have to use my mobile data, phone is always down, the only thing that works efficiently is the TV and still that's isn't amazing. Customer service is horrendous always rude and dont know how to treat customers and understand their issues, glad I'll be leaving soon.
- Location
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- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2020-01-18
- Comments
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I took the 200mbps deal with virgin media, what they did not say was you only get this speed on 5Ghz network.
As all my devices work on the 2.4 Ghz network and are not compatible with 5Ghz my speed was only about 30 mbps.
I spoke to the customer service department that put me through to there Technical department who know nothing and the read from scripts I got told by someone that works for them. In the end I complained about the way there technical team was treating me and then cancelled my contract. I got told I will still have internet for 30 day but out of spite there technical team cut me off straight away. I spoke to there contract department who said I should not have been disconnected but there technical department would not reconnect me. I am going to speak to Ofcom on Monday and complain about them. I even got told by one of there employees that they charge there customers for fiber optics but only use coaxial cable not fiber cable. I'm never going back to them. Really bad customer service but there engineers are great it's a pity it's really hard to get there engineers out to help you.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2024-03-22
- Comments
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Scammers. I rang to cancel 2 weeks ago (beginning of March). They've sent me a full bill for the whole month of April. They have a 30 day cancellation policy. It takes ages sorting things out on the live chat and yesterday evening didn't get any help at all. Furthermore, I was poorly when my contract ended and have been charged an extortionate amount since. AVoid avoid avoid.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-01-31
- Comments
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Virgin Media has the worst customer service ever. I regret switching over to them, i have logged complaint few time as my broadband connection keeping dropping and all of the compliants have been closed without anyone even contacting me.
I wish i had not moved to them, cant wait until my contract finishes so i can move away from them.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-11-14
- Comments
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virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-02
- Comments
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Extremely poor customer service, no connection form2
Months no one cares, speed is a big lie
- Location
-
- Location
- Alg
- Reviewing
- Virgin Media
- Date
- 2016-05-24
- Comments
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Bad and awful company.i want to leave them.every 30 min i cant access internet.i signed the contract 50mb for 19£ second day they changed the contract.they told me 50mb after installation i found it is 20mb
I will not stay with them any more
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
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Constant intermittent outages, compensation only valid if outage is more than 2 days. Poor customer service. Best avoid Virgin Media and chose other providers who offer backup 5G support via a mobile dongle
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-10-10
- Comments
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It is a joke when you're moving home, Virgin is not available there and they charge £200 for disconnection fee! Customer service is useless.
Would not recommend Virgin to anyone, made a mistake by choosing them.
- Location
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- Location
- Loughton
- Reviewing
- Virgin Media
- Date
- 2022-09-15
- Comments
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This company is awful.
Save yourself, avoid Virgin at all costs.
I beg you, heed my advice.
Four months of promised engineer visits that never materialised. In fact, customer service just flatly deny and engineer was ever booked. If you ever get through to customer service, that is.
Hours waiting on the phone, then you get rudely asked for "security questions" that were never set-up.
Eventually a baby faced (and clearly untrained) "engineer" turned up, couldn't figure out the problem, blamed another company installing lines to the property, dropped his wirestrippers under the floorboards, panicked, spent 2 hours trying to retrieve the wirestrippers, then eventually did a very very amateur job of installing cable to the house. It all had to come down.
Seriously, don't use Virgin. They are **** and its a nightmare dealing with them.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-09-04
- Comments
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Awful start area 30 told an engineer is trying to fix the network here but in the end its absolute crap. Told it would be fixed by 4. then told it would be fixed by 10. Nothing has come of it. Now being booked with an engineer on a Wednesday, for no real reason at all. The issue is with the local network router covering all the houses in the area. I'm a student who's just got his package and cant set up his bloody package because of this.
- Location
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- Location
- Gateshead
- Reviewing
- Virgin Media
- Date
- 2018-01-22
- Comments
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For more than a year the offline condition has been almost continuous.
Letter to service directors are ignored and excuses for poor service are many and various.
Three technician visits have not solved the offline problem and yet they still expect you to pay the bill.
I would not recommend Virgin to anyone and the only reason to stay with them is all others are similar.
A very unsatisfied customer although Virgin do not treat you as a customer just a bill payer.
- Location
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- Location
- Kentish Town, London
- Reviewing
- Virgin Media
- Date
- 2018-08-05
- Comments
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I tried to arrange installation for months. I signed a contract in May, and in early June I was told that it would take 6-8 weeks to organise the install as the council needed to provide consent for the works. My postcode is listed on their website as being in a VM area, and fibre cables run down my road. Engineers attended and spray painted green markings on the side of the road and pavement to show the 1m distance the cable would need to be routed. I was informed that there was a budget for these works and the access point to be created on the boundary wall of the property, and that it was just a matter of time.
Having not heard anything for 8 weeks I called VM to ask for an update, and I was told that the install and contract had been cancelled as it was too expensive for VM to proceed with the required works and that a note had been put on the file to say I’d been informed. I hadn’t been - not by email, text or phone call - and I still wouldn’t know if I hadn’t called.
I paid £300 to the freeholder for the wayleave approval which was completely unnecessary and I cannot reclaim. I would have thought it sensible for the budget for the works to be approved before the wayleave was submitted and signed, but clearly this isn’t the case. I’ve therefore wasted four months and £300 to try to organise a service that could never be provided to me in the first place, despite VM assuring me otherwise. I’ve never been so wildly misled by a company, and I’m furious that I’ve thrown away £300 for no reason whatsoever.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2021-02-17
- Comments
-
DO NOT WASTE YOUR MONEY AND BUY ANYTHING FROM VIRGIN. Don’t be fooled by the superfast speeds that they advertise. We fell for the trap and bought the biggest bundle they had to offer. In our first month (january 2021) we have had 6 issues. Firstly the advertised wifi speeds only cover one room in our house. You're never getting them in every room. The customer service is absolutely terrible, we have been on around 13 different calls, each with 1 hour wait times and we get bounced back and forth between departments who tell us the same thing over and over. We ordered wifi boosters with 3 DIFFERENT customer service agents. THREE! After the 2 weeks they all said to wait, we didn't receive anything and called up again only to be told no one had ordered anything for us and nothing was on the system even when we registered the boosters to be delivered online ourselves as well. Noone will answer your questions or help you; they will just repeat what they say multiple times until you're bored of hearing it. One time our wifi cut out for 4 days, which was shocking in itself and we had 5 people working and learning from home and Virgin said they can’t do anything to fix it. All they said was wait for an engineer to come, when the nearest available appointment was a week later. We asked for them to at least give us unlimited data on our sims until we have wifi and they said no. What kind of service are they running? If you're thinking of getting reliable wifi do not come to virgin, everything is a joke and you will not be helped at all. In one month we have had more issues than we have ever had with our broadband. The fast speeds they advertise is a facade. I would not recommend this to anyone.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
-
Impossible to talk to anyone at virgin. Have had problem for a week with broadband speed and have informed them by their idiotic phone system. Their recorded messages give your false information and nothing gets resolved. The frustration is not worth it.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
-
Totally rubbish! Would not recommend to anyone!
Myself and my husband both lost our stay at home work from home jobs because they kept cutting our services. After ringing and explaining the situation they still cut the services!
Very very very poor customer services!
- Location
-
- Location
- Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2021-05-25
- Comments
-
It’s is the worst internet provider do not provide what you pay for don’t believe poorest loss of connection.when you ring and complain very rude unhelpful put you on hold then cut you off this has happened around 6 times very angry
- Location
-
- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2016-05-24
- Comments
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I am so annoyed, I should be able to rely on my broadband provider for constant wifi connection however I am revising for an A level exam that I have in 2 days and I have no connection what so ever, but don't worry, 'it should be fixed by 7pm'
- Location
-
- Location
- Norfolk
- Reviewing
- Virgin Media
- Date
- 2023-05-10
- Comments
-
This company is the worst I’ve ever had to deal with. I helped a pensioner with her contract as tv part was too expensive, so after helping got a price for phone only, was sent emails and said would phone next day this was back to February 2023 never received call. Week later they phoned this pensioner she said about it they had no record even when I had emails with contract.
This person then decided she did not want them at all, so we found her a cheaper mobile phone deal as all she wanted was a phone. So we contacted to cancel and a date was arranged for equipment collection on a Sunday, she stayed in all day as was worried and no one ever turned up, not even a call, we phoned at the time date was arranged, got cut off call so after phoning again taking over an hour spoke to someone, who then confirmed it was on there system. What a bunch of liars. Week later they took more money from her account, this was ending up hundreds of pounds of money she could not afford to pay. So after this she went to bank and cancelled her direct debit bank said let virgin know. She phoned them after some time talked to different departments again said I’ve had enough and cancelled my direct debit and put phone down as they, upset her once again with stress. Week later she gets a letter saying to pay her bill or get cut off, which is what she wanted.
This company has the worse customer services I’ve ever contacted, everyone lies, all they want is your money. I’ve contacted CEO of Virgin media reply with info but never hear again, seems all he likes is his bonus. Richard Branson should be decussated disappointed with how his company name is being treated. Looks like we are not the first of thousands of complaints. He needs to step in and make his company great once again. As as it is I would not recommend this company like this. Please pass to anyone that can help.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Comments
-
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
-
- Location
- W8
- Reviewing
- Virgin Media
- Date
- 2018-08-05
- Comments
-
Got Virgin Media in 2015
Took over 1 month to install - should got the hint and run but stupidilly insisted to stay
On and off many issues and problem with TV Phne and internet
For most 2017 either a very poor connecting or no internet at all
Many complaints and called ignored
Finally this years they sent a engender who decided to change the box and hub and guess it was aparentelly a problem with their equipament but never sent an apology instead got my bill up to £63!
For a basic TV, no use of phone line and a very poor speed!
After 1 year trying to cancel my contract, after 2 phone call today and long painful conversation I finally managed to CANCEL but they are charging me early disconnecting? Since 2015 how can this be early?
My advice from experience dealing with virgin media:
AVOID VIRGIN MEDIA
Just head ache
- Location
-
- Location
- Newcastle upon tyne
- Reviewing
- Virgin Media
- Date
- 2018-08-22
- Comments
-
Virgin media have gone right down hill. Pay extra for V6 box but the minute you lose internet connection you lose your tv channels. On demand service is atrocious with 7 day catchup instead of 28 days and customer service is ridiculous. Nobody speaks English. Broadband speed used to be okay but for the past year it has been rediculous. IV complained so many times to customer service about these things and they are not helpful at all. We don't get compensated for loss of connection. You would think the V6 box would be more updated for the price we pay. Daylight robbery this is. I'm starting to really despise them
- 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.