4,684 Customer Reviews over 118 pages
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-16
- Comments
-
After one and half months they fixed telephone line still most of the time broadband not working.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-05-25
- Comments
-
For money they took for the service they do nothing. Incompetent installation, bad connectivity, low quality support. There is much more interesting suppliers on the market
- Location
-
- Location
- CARDIFF
- Reviewing
- Virgin Media
- Date
- 2021-11-18
- Comments
-
Worst Internet provider on the planet, not deserving of any stars only have them one because zero isn't available. Constantly goes down, customer service are poor, very very poor overpriced product, my advice is avoid at all costs
- Location
-
- Location
- Cheshunt
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
-
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
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2019-12-20
- Comments
-
I was sold broadband by Virgin Media with the premise of "up to 100Mbps speed". Whenever measured the speed never exceeded 19Mbps. Then I paid more for an improved speed. This time I was offered "up to 200Mbps speed". Again whenever measured the speed never exceeded 70Mbps. What does "up to 200Mbps speed" really mean? It means anywhere between 0 and 200Mbps! Now I am with an honest provider who promise a guaranteed minimum speed (not 0) and they certainly honour their pledge. Virgin Media are a bunch of cheating liars thieving the public. In fact they deserve no stars at all.
- Location
-
- Location
- London - Clapham Junction
- Reviewing
- Virgin Media
- Date
- 2017-01-24
- Comments
-
I promise I did not gave all these 1 star ratings while upset - this is a well thought and honest review.
There is only two of us in my house, so I signed up for the 50 Mbps contract, which would be more than enough if I could actually get anywhere near it.
The FACT is that at least in my area Virgin Media's network is way over utilised (technically speaking), which results in dreadful speeds during peak hours (LESS than 2 Mbps after 8pm until midnight). This is not just an informed guess, this has been confirmed by the nice technical support adviser in one of my many calls.
PLEASE, do yourself a favour and avoid Virgin Media. I will actually cancel my contract within the cooling off period for the first time in my life.
I've been with Sky and BT before and, granted, they are not great. Still, they are completely on a different league. I will be going back to BT.
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2020-07-03
- Comments
-
I have been with them for a couple of years and at the beginning everything was fine competitively priced until the renewal of contract!,I contacted their customer services several weeks before,as I told them the contract ran out 13 April 2020, but everytime I rang they said there was No alternative deals to be had ! Yet blatantly advertising on t.v. Radio, and on my phone deals as low as £25.00 pcm they flatly refused to make any deal under £41.00 as I did have it on DD but never again !!! they were adamant that, that is what it had to be despite that being for the Basic package and I am a pensioner,The cheeky bastards even tried to take this amount and kept saying that price offered was already reduced from £59.00 They are having a laugh!!! I got Rid of sky for the same reason I wrote to them twice and also tried to contact them on three phone numbers but they all lead to billing even the 0800 number their only interested in demanding high increases every year for existing companies and for the majority of the programmes are freeview anyway so its a right con! I don't have T.V anymore i've just got BB now and cancelled my t.v Licence so to Sum up Crap customer service, Not interested in existing customers! take months to reply! and Phoning is pointless, you can't reply to their emails, I wonder why! Basically wouldn't touch them with a barge pole
- Location
-
- Location
- Strood
- Reviewing
- Virgin Media
- Date
- 2020-10-22
- Comments
-
Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
- Location
-
- Location
- Winchmore Hill
- Reviewing
- Virgin Media
- Date
- 2014-06-26
- Comments
-
I Have to say I think Virgins network and customer service is the worst i have come across in the industry.
customer service is just a joke!
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-03-27
- Comments
-
I have been with Virgin Media for less than 7 weeks, a card was put through my door on Wednesday saying that work had been in the area which would improve the service, not in my case I have lost all of my TV, Phone and Broadband connection and have been told they cannot get anybody out to fix it till Monday! This will mean I will have had no service for 5 days assuming that it is fixed on Monday. I presume that they as they cannot come till Monday they must be very busy fixing other faults. I was with Sky for 8 years and never once lost my services, worst decision to switch to Virgin and be advise anybody against doing so.
- Location
-
- Location
- Nelson
- Reviewing
- Virgin Media
- Date
- 2021-07-16
- Comments
-
Intermittent connection. Iv fallen behind on my uniwork, kids xant do online work, no more movie nights with friends and family. Just been so miserable because of it. When i ring they do a check and fix the problem to only go back to square one after one hour. I would NEVER recommend virgin to anyone and definetly not worth the money
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-12-14
- Comments
-
Awful awful service. Customer service is appalling and rude.
- 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
- Perth
- Reviewing
- Virgin Media
- Date
- 2022-04-15
- Comments
-
Lost broadband service for over a month. Repeated calls to a customer service centre who are incompetent. Told there was an intermittent signal problem in the area and that engineers were working to fix. On the 7th call I was able to speak to someone who was in the UK and an engineers visit was arranged the next day to the house and fixed. Told I would be entered into the Virgin Automated Compensation scheme for £8.06 per day for loss of service . Virgin Media refusing to acknowledge this and my case is now with the Ombudsman.
- Location
-
- Location
- Sutton coldfield
- Reviewing
- Virgin Media
- Date
- 2016-03-15
- Comments
-
I am so disappointed! Got the the speediest option available from Virgine and so slow! It's drives me mad , every page loading 20secs! That's nonsense I just don't understand what I am paying twice more, compare to other providers. Just waiting for bloody contract to end.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-01-26
- Comments
-
Totally rubbish services there is no customer service that can help or want to solve the issues.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2022-04-15
- Comments
-
I have had the worst customer service experience with Virgin Media I have ever experienced. I called complaining about a WiFi issue and was told they would put this through to Ofcom and if they could not resolve the issue within 30 days I could cancel my contract without an early disconnection fee, I was then told after 30 days when the issue was not resolved several different reasons for why they would still charge me for an early disconnection fee. These included that they handed booked a technician to come out (which I had not been told needed to happen), that they had not logged the call, and that they had not put this through to their ofcome team. I was then told I could cancel with no early disconnection fee but to give them 30 days notice, when I complained about this I was told they couldn't give me a disconnection fee. I have spent over 10 hours on the phone to them over the past month and have never been spoken to so rudely, at one point I had them shouting "do you think I'm lying to you" down the phone to then realise that he was wrong and say i can now "see why you're saying that". I have been told they have put 3 complaints in but they have only been able to find records of 2 of these, I have been told complaints have been closed then I have been told the same complaint is still open. I have been promised several call backs from a manager, non of these have happened 2 weeks later. I have been put on hold without being told, I have been hung up on, I have been told they have called me and I did not answer when they have not. My issue has still not been resolved, and the only way I can easily resolve this is by paying them 160 pounds (a number that has gone up and down the several times I have spoken to them) or to continue paying for Internet that barely works. I wish I could give them 0 stars.
- Location
-
- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2021-02-01
- Comments
-
the business side is so bad that after 1 day i wanted to cancel, believe it or not in our days and age they do not support wifi?!!!
When i canceled after 1 day they wanted to charge me 90days of service, apparently they do not know the 14 days retractation period...
STAY AWAY FROM THIS SERVICE
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-21
- Comments
-
Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
- Location
-
- Location
- Battersea
- Reviewing
- Virgin Media
- Date
- 2016-07-24
- Comments
-
Never had so many issues with an Internet provider, you would think it's the year 2000 and we lived in a village removed from civilisation.
Never again!
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-10-11
- Comments
-
Honestly not sure how to describe this broadband without many not permitted words but will try.
Customer service- don’t care and take 30 minutes to answer every call
Broadband - never near recommended speed and always intermittent
Other - big brown box on outside of the wall, great attraction for kids to come and kick apart, which happened several times
That’s the basics but in more detail, they once turned my internet off for 3 days, it wasn’t a fault, they turned it off and no one ever could explain why.
They setup the account in the wrong name, but wouldn’t change it as they would only speak to the account holder who didn’t exist, eventually someone saw sense and sorted it out but took 4 calls (again min 30 minute hold time each call).
Advertised speed 50-70GB, but regularly delivering under 5, customer service excuse was using a device on Wi-Fi. As a comparison I only have wifi connections now using EE and always get at least 70GB download speed.
They increased my bill from what was agreed, within the contract which again took another 30 min hold to sort with someone who again didn’t care and I had to provide proof of the original agreement.
I can honestly say I’ve never dealt with anything or any company this bad for anything ever.
- Location
-
- Location
- Manchester, United Kingdom
- Reviewing
- Virgin Media
- Date
- 2020-05-04
- Comments
-
Liars, slow and misinformed.
Lied to me about delivery times/when internet service would start.
They told me things in writing which they then went against.
They couldn't guarantee an internet start date.
I would call, they told me something had been actioned. I would then call back and there would be no record of any previous calls...
Their Sales team provided assurance to me so I would sign up to the new service - once signed up these "assurances" were taken away and conveniently forgotten again with no record.
Could not be more disappointed - lied to me so I'd sign up. Misinformed me to get me off the phone. Couldn't help when I needed it.
- Location
-
- Location
- Carshalton
- Reviewing
- Virgin Media
- Date
- 2017-06-16
- Comments
-
No TV or internet on Tuesday. Rang number and told work being done in my area and all would be fixed by 2.15. Rang again at 3 and told would be sorted soon. Next day rang and told would be fixed remotely and would get a text to confirm when done. No text. Rang today (Friday) and told an engineer coming out next Wednesday. 9 days without TV or internet? They seen surprised I'm not grateful that I would get a reduction in my bill next month. How about the compensation for having to travel into London every day rather than being able to work from home. Appalling service
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2017-07-15
- Comments
-
Found out Virgin was offering optic fibre in my area (only Virgin) so decided to go for it. After placing my order was advised that it will take about a month to get it installed, one week before my installation date they phoned me to say that some construction work is required and it might take up to another 8 weeks! Decided to wait... After another month Virgin contacted me to say that it's not worth them fixing it so they cancelled my order.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
-
Not Fit For Purpose !
Virgin media is without a doubt the worst ISP I have come across since the dial up days. They are in short breaching regulations daily with knowingly selling faulty services to customers which is ongoing at the moment. If your considering their service ask about the known fault affecting all static IP customers and ask when it will be resolved. The answer undoubtedly is they do not know which I have been quoted for over 40 days.
Here are the other items which are deceiving in their contracts and sales pitch.
1. Its 24 working hours SLA not 24 hours even if you are a 24/7 company from the point of the fault…. This is actually 3 days of potential complete service loss as quoted from helpdesk engineer on 13/09/2017
2. They are presently selling business service at 300Mb when they are universally aware of an ongoing issue with providing static IPs resulting in a 90% degrade in service. They will be quite happy to offer you 50% off your bill if you raise this with htem for a 90% loss of service though. Clearly, they are as bad at mathematics as they are at providing an internet service.
3. If you are fortunate enough to be online then in short you will be lucky to see 20% of the speed which they quote you on the sales pitch. With that in mind why not ask them when you call what guarantee of service speed they have. The answer to this is none so in effect you can be paying for 300 and getting 10 and won’t be able to get out of the contract.
4. Their Ts and Cs avoid any liability beyond the cost of the package so indemnity and loss of earnings is not covered. They are in fact directly waived in the contract which any company worth its weight would not have to put in a contract in the first place.
4. If you are fortunate enough to get through to the helpdesk (be prepared for upwards of 25 mins on hold) you will be even more fortunate to not be disconnected when trying to raise a fault or complaint. I was disconnected for 2 solid hours each time I tried to reach complaints repartment to have my issue resolved.
In short, their service is shambolic, we have been hard down 3 times in the first month. Their staff are inept at dealing with even the most basic of issues and their contact is basically to tie you in as they are as per above openly aware they have massive network issues. Really this is actually beyond the requirement for the regulator, knowingly selling faulty goods or services is actually fraud in my opinion.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2018-01-04
- Comments
-
3 months waiting and I didn’t get my phone number or broadband and this really effects my business as I have a coffee shop and I can’t take cards payment or offering WiFi to my customers cause of virgin Media.
U should really carful and don’t trust this company and there appointments at all
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-01
- Comments
-
The service is advertised at 100Mbits what you'll mostly get 99% of the time is half that at around 50Mbits. Yet, the price keeps going up. So, let me get this straight, you provide half the advertised speed and provide non-existent customer service (read the other reviews) yet you're raising prices on people? No thanks. I'm moving on ASAP to someone else.
- Location
-
- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2014-09-30
- Comments
-
Virgin are so terrible. so far we have been with them for about two months and have called to complain about the terrible service maybe 5/6 times but nothing has been done. If we are lucky we have a working Internet connection for a whole day but usually it drops out every few hours or runs at dial up speeds. I usually end up having to just use my mobile data which is way faster almost all of the time (not provided by virgin).
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-07-03
- Comments
-
I have just signed up for Virgin Media TV, broadband and phone and instantly regret it. They deny reasonable dialogue are totally unhelpful and have no basic human respect for subscribers.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-04-29
- Comments
-
I massively regret signing up. Its been a nightmare from the very first moment. They have started charging us for a broadband and tv service, despite the fact that they have failed to deliver anything. They've made so any mistakes, lied to us and wasted endless hours of our time trying to contact them.
- Location
-
- Location
- portglasgow
- Reviewing
- Virgin Media
- Date
- 2016-04-03
- Comments
-
have contacted on numerous occasions as broadband keeps going down cant connect my laptop through wifi or fire stick which is the next room to my router and the keep saying nothing is wrong
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2016-05-03
- Comments
-
Would you like broadband that stays on, well don't go to virgin. Everynight between 2200 and 2300 my hub decides that it wants to reboot itself and that means dropping my broadband connection, every time. despite reporting this to virgin, they still haven't done a thing to sort this, all their call person wanted to know was whether it was faster than before... Time to switch to someone else...
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
-
Virgin are an absolute disgrace. We were told that we could have virgin in our area, and due to our slow broadband speed we jumped at the chance. We went all out and opted for the Big Kahuna Bundle. We were told that we would be getting connected on the 31st of May, so my Dad took the day off work to wait in. We then received a text on the Monday stating that our connection day had been cancelled (with no explanation) and that they would get back to us. We were disappointed but understood that these things happen. My Dad drove the 50 minute drive to work, and received a text from Virgin asking him to be in and that we were indeed being connected that Tuesday, he drove all the way home, waited all day and no one turned up. Earlier on in the day, our current provider BT had turned us off, in preparation for Virgin to reconnect us, so we had to WiFi in the house. We rang up Virgin and was told due to a technical fault the connection had to be postponed. We waited and waited to hear from Virgin, and when we rang up to enquire the customer service was extremely unhelpful and nobody could tell us anything. We have now been without WIFI for 3 weeks, and still no word from Virgin, even with going in to store and ringing up. It got to the point where we needed WIFI and were fed up, my Mum is a teacher and cannot do her work at home without the connection so is working late at work. 3 weeks with no word and no connection is appalling. We decided to give up and reconnect to BT, bearing in mind that we had to pay a disconnection charge beforehand and also paid Virgin. It will take another week or so to be connected, which means due to Virgin we have been without WIFI for a month. They then had the cheek to ask to connect us and wanted to give us a connection date! Considering we were supposed to be connected on the 31st of May and it's now the 23rd of June, I think this is disgusting. We will be complaining and demanding that Virgin give us a refund, and pay for all the disconnection costs with BT. If you ask me, Virgin are appalling and I wouldn't ever go with them again.
- Location
-
- Location
- Beckenham, UK
- Reviewing
- Virgin Media
- Date
- 2016-07-24
- Comments
-
Virgin Media Broadband service in Beckenham UK is truly awful and I would highly recommond anyone considering buying a Broadband service from Virgin Media NOT to do it.
Over the last 6 months my Broadband, advertised as 156 Mbps has barely had download speeds in excess of 1 Mbps. It is quite astounding that the neither UK government or pressure from customers appears to motivate Virgin to provide a decent broadband service.
When I have eventually managed to contact a person in the inappropriately called Virgin customer service centre (which is also a mistruth as they do anything other than answer calls), they acknowledge that there is a fault in the Beckenham area, fob people off telling them that there is a congestion issue and that it will be dealt with in 2 weeks - which never comes.
Truly awful service. Best avoided. I am sure if Richard Branson knew he would do something, but I reckon the current rubbish management team in Virgin are not telling him the truth about the crap level of Virgin service
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-11-30
- Comments
-
Worst every customer services,don't want cancel the services , bill rising every month, can not speak to manager , supervisor, complain . The name of the person I spoke with George The Greatest . When I disconnect and call again I found out that I cancel the broadband from next day when I ask for 30 days notice . Shocked really
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-10-19
- Comments
-
For a whole week now Virgin Internet has been intermittent and drops for hours each day, Virgin deny any issues in the area N15 London and say its my hardware (router/modem/box) and book an engineer, within the hour they send a text saying engineer booked on hold and we are trying to fix the issue then cancell the engineer booked. The next day same problem and the next and the next a whole week now with extremely poor and no Internet. I been informed now by my mobile phone provider that I have spent £15 on calling Virgin media, extremely bad customer services, extremely bad broadband provider I have been a loyal customer with Virgin but when my contract ends I will seek a new provider. And please Virgin dont send me a bot generated response as that makes you look even worse.
And there we go a bot reply from Virgin
And yes Virgin your so called useful app and expensive recorded message all state NO ISSUES KNOWN yet your wattsapp agent confirms existing issues in the area?
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
-
Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
They have the worse customer service team who only follow an on screen process.
I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.
Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.
They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.
I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
- Location
-
- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2022-09-05
- Comments
-
Absolutely terrible customer service, advisors cannot understand what you say and just repeat something read from a script. Useless
Charge 4 times more when contract runs out.
Won’t answer emails
Try to charge for equipment they won’t pick up
Cause of stress because you cannot get a resolution to a problem
Would never use again
- Location
-
- Location
- South norwood
- Reviewing
- Virgin Media
- Date
- 2016-12-10
- Comments
-
Ive been waiting for installation since 17th of october. On 8th engineer came to my house done some job then left after 1h saying that he was missing parts and he is going to come back in few hours. He never came back. I phoned up customer services they told me the enginneer will come back on 31st. Im left speachless. This is ridiculous
- Location
-
- Location
- Beeston
- Reviewing
- Virgin Media
- Date
- 2023-08-29
- Comments
-
it worst service from Virgin Media..I moved to new house and transferred the connection. We already have existing internet connection and i want to cancel the Virgin account.. They asked to pay to full contract amount..
- 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.