4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
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They are unreliable, useless, liars and they kept us with no service for months..kept lying and pushing and changing dates
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
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Very poor service. Have had issues in the past with internet speed dropping and having to call in for them to reset which they did while on the phone. But unfortunately it would slow down again. Yesterday lost all services with Virgin, internet, telephone and tv. Was told after a very long call that nothing could be done for 5 days and then they expect you to take time off work to be at home. Not acceptable, have my own business and need the internet to work in the evenings to catch up. Not a happy customer at all. No explanation as to what is wrong only that the area is busy at the moment so cant get an engineer out. DO NOT sign up to Virgin totally unreliable.
- Location
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- Location
- BD2 4ER
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
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A happy customer for over 10 years. All gone wrong since April.
After many calls to their off-shore technical help, offering terrible 'fix' advice, I finally asked for the service termination team. Remarkably, they know what is wrong.
Too many broadband subscribers in my area! A fix is planned for 7th September 2016 (3-months away!).
Virgin have refunded all my broadband charges from April to July, but I'm still without broadband.
Terrible service.
What went wrong?
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2016-07-03
- Comments
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Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
- Location
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- Location
- Renfrew
- Reviewing
- Virgin Media
- Date
- 2016-07-02
- Comments
-
Disgraceful company to deal with avoided them where possible.
Their technical help line is a waste of time, they are rude and arrogant and suggest everything is your fault.
I have developed a fault with my email and have been told to go to my nearest virgin media store if I want to complain.
My inbox is being flooded with fake/spam emails from virgin
media which they freely admit they are aware of but can't seem to stop.
They suggest that I log an official complaint email for each received spam, junk, fake email received.
Unfortunately every time I open my email up to 20 items of junk flood in.
AVOIDE THIS COMPANY WHERE POSSIBLE THEY ARE THE WORST NON SUPPLIERS OF CUSTOMER SERVICE ON THE PLANET.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-01
- Comments
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I have noticed significant drop off in speed once I started a contract.. I was notified by Virgin my contract expired and that we should discuss a better valued plan. At the same time I noticed that my speeds were un usually high.. 50MBPS.. consistently.. I liked this so I called them back to secure a better deal.. as soon as this happened.. back down again to 13-25MBPS as before. Has anyone else experienced this?
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2016-07-01
- Comments
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Appalling company. Worst customer service I've ever encountered. I'd advise anyone thinking of signing up with them to think again. Their service is unreliable and expensive.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-06-30
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-06-30
- Comments
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Awful trying to get connected to the the internet.Have had to rely on other family members in the the past to use their computers to print off important documents for me.Am now thinking of changing to another provider.
- Location
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- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2016-06-29
- Comments
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If you want an expensive fast broadband then virgin is good, HOWEVER if you want a reasonable telephone service cost then Virgin is not for you at 10p connection charge for every call plus call cost !!! and land line cost WOW
- Location
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- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2016-06-29
- Comments
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worse ever customer service, they are masters to leave you on hold for hours.... useless ever customer service
- Location
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- Location
- JARROW
- Reviewing
- Virgin Media
- Date
- 2016-06-29
- Comments
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I was talked into upgrading my internet and taking a tv package worst thing i have ever done new router wont send wi-fi
upstairs and keeps going off-line customer service is terrible total waste of time rang loads of times different answer to me problem every time this time cant do anything or wont help so if you get a call to upgrade and you want to upgrade for goodness sake go to another provider i will be leaving as soon as my contract is up and will never deal with this company again
- Location
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- Location
- Cork
- Reviewing
- Virgin Media
- Date
- 2016-06-27
- Comments
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Virgin media service is shocking. The people are lovely but their policies are horrendous and not customer friendly. Cancelling my account was a nightmare. The actual quality of their broadband and television service is also terrible. The price continued to go up but service never got any better. The internet frequently cut out with no explanation only an apology for the inconvenience.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-06-25
- Comments
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When it works it's ok, the problem is it works about 10% of the time. It's honestly a joke that it drops to 0.5Mbits every 5 minutes. Horrible customer service aswell, just a bunch of people in an indian call center that have no idea what they're talking about. One of the worst broadband providers out there, they basically steal money.
- Location
-
- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2016-06-25
- Comments
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Shocking !!! I changed to virgin on the understanding it was The best provider the worst mistake ever I was paying £7.99 per month for 10 Mb from my former provider I am now paying £32 a month for sometimes 3 it might rise on occasions to 20 if I'm lucky .I have rang an incredible amount of times to get it is a technical fault I'm sorry that doesn't wash with me anymore being fobbed off the money in also spending on phone calls yet they still take their full payment disgusting i must say on the first initial phone call they deducted part of my monthly bill on the understanding it will be fixed it never has. Does any body recommend a better provider as Virgin is not living upto their expectations what so ever
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
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The service was okay while I was with them but when I went to cancel they insisted on the full cancellation fee even though I've been with them for 6 years. I thought there would have been some courtesy for a loyal customer, if nothing else just to ensure repeat business. I could have switched when I moved, and I should have done.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
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The worst wifi I've ever seen! Don't get it!!
We changed from sky that has never ever let us down, it was fast too! We changed because virgin was cheaper and that was the biggest mistake ever!
It keeps turning off, it's slow, I use my data more than the wifi! Waste of money in my opinion!
- Location
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- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
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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
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- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Comments
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If you think your broadband is rubbish , wait till you try to cancel , if I provided service like this , I would buy an island to escape to aswell , RUBBISH
- Location
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- Location
- east sussex
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Location
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- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Comments
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We have been without a phone for four weeks now. I've lost count of the number of phone calls I've made, and of the engineers who have failed to fix our line. Nobody ever rings back, emails are rarely answered (when they are it's a bland 'we'll fix it as soo as possible'. Customer service assistants are often rude - and they are always surprised and offended if you get upset. In the past week, I've been promised 5 call-backs from engineers, and none of them have materialised. Some customer services assistants refuse to put you through to a manager. It's fine when things are working, but when the system is down they have no interest in your problems. They promised to fix my phone three weeks from when it broke down. Their engineer arrived and promptly buggered off. When I ring up they tell me they have to follow procedures and I need to go to the back of the queue.
- Location
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- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2016-06-21
- Comments
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Just moved house (5 weeks ago) and switched to Virgin Media 'Big Kahuna' bundle. Never had such poor speed or reliability from a broadband service, regularly less than 20MB download, 1MB upload even when sitting next to the hub on multiple devices. Have tired all solutions. Now in process of paying penalty to cancel (putting it down to experience). Won't be touching Virgin again.
- Location
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- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2016-06-19
- Comments
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Currently paying for 100mbp/s
I average about 20.
And very rarely hit 50.
And on top of that, my connection drops at random moments for no reason.
At the time of typing this, my connection speed DROPPED to a maximum of 3mbp/s.
It's ridiculous.
I do have the odd lucky day where my speed is about 40mbp/s, but that's still nowhere near the 100 i'm paying for.
- Location
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- Location
- Dunstable
- Reviewing
- Virgin Media
- Date
- 2016-06-18
- Comments
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The worse service that Could ever get!!!!!a real nightmare!!!!they steal the money from people's not offering the services that are written in the contract!!!Don't put broadband AND internet with VIrgin i will tell everybody bad experience ever
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2016-06-18
- Comments
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Shocking service from Virgin. Constantly poor speed on 100mbps service. For over 6 months, Virgin publicised a free speed boost to 150mbps. I renewed my contract two weeks before the boost was to be applied. And now they say because I renewed I don't get the boost. And the speed is 40mbps at best. Tried to cancel but they want hundreds of pounds to cancel contract. Absolute robbers. Shocking service. Avoid, avoid, avoid.
- Location
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- Location
- kidderminster
- Reviewing
- Virgin Media
- Date
- 2016-06-18
- Comments
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had 50mbs b/b since march been ok for first month but constant bombarded with calls from india . in the last 2 months have had serious issues with sppeed down to 1.65 i could walk faster then that speed. virgin are useless customer service is a joke they live up there bum holes in department . legally i not being provide what i paying for which is constant speed of 50 mbs. told virgin they in breach of contract by failure they would not have a bar of it told fault be sorted by 15 th june now it worse then ever before. since had virgin had problems with trojan horse and been blamed on my laptop which was not the case , virgin have been scammed even tho they denind it . totazl joke company seek legal advice . they not providing what they claim any self respected company would let you terminate contract without prejudice if they failed what they clain but not virgin . only way is legal if they charge for the termination and pay up contract needs to sue by regulator what do they do nought typical
- Location
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- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2016-06-16
- Comments
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Pay for 'up to' 50mb - get 40
Pay for 'up to' 100mb - get 40
Pay for 'up to' 200mb - get 50
Complain about it - get told you are paying for 'up to', not guaranteed mb.
Slippery! Not great.
- Location
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- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2016-06-16
- Comments
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We have the big kahuna package and the Internet connection is great and worth the money in that respect. As for the stupid remote- it's an utter nightmare!! You try using you tube- I swear, it makes you want to put your foot through your own tv!! Couldn't be more painful, it's slow and doesn't reckognise what you're typing, it doesn't do the space between words when you do it, it adds letters.. All sorts!! It makes the money paid become unworthy because you get that angry that you can't cope!! Please sort it out!! It makes me want to actually cry!!
- Location
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- Location
- Dunstable
- Reviewing
- Virgin Media
- Date
- 2016-06-15
- Comments
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9.5Mbps download speed on 152Mbps connection! This is 'Superfast' Virgin Media broadband. Absolute rubbish. Ringing their customer service in India is a complete waste of time, nothing gets done. Our Tivo TV service stutters and is buffering all the time, you inform them and all they come out with is "Reboot" your set top box, or "Reboot" your Superhub, this is all they know! I've been getting these pathetic download speeds now for a month and when I'm able to I'll be cancelling all my services with them and look somewhere else.
If you want totally unreliable broadband, dreadful download speeds, (don't believe the marketing hype of 'Superfast') and terrible customer service then go with Virgin Media otherwise do yourself a favour and look elsewhere.
As a customer of theirs for over 10 years now Virgin Media is a sinking ship.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-06-15
- Comments
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The Internet speed is pretty average. I wouldn't say it was any faster than other providers I have used. Overall it did what I needed it to do. However, making sure your contract doesn't run onto a new one is such a faff! It would make sense seeing as you can add things to your contract online, you should be able to disconnect your contract online. This is not the case. You have to phone. I got through to a human surprisingly quickly compared to other call centres. Once I told him I needed it to not continue he said that's fine and then said 'You are expected to wait patiently on hold for me to complete this'.' ... What he was doing while I was on hold I do not know as I had told him everything he needed to know. I was on hold for 25 mins! This was during my lunch break so was not too chuffed. There is no need to keep people on hold that long it costs them a lot on there phone bill. I also struggled to understand what he was saying to me so had to ask him to repeat things a lot which made him frustrated with me. Will not be going back. Virgin boast about there customer service. Not sure what they are boasting about.
- Location
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- Location
- Lavender Hill, Battersea, London
- Reviewing
- Virgin Media
- Date
- 2016-06-15
- Comments
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Virgin Broadband has been out in our area for 2 days. These outages are standard with Virgin, included in the price of service. Customer Service NEVER knows real reason for outages. Only the corporate script. The fibre to the curb is great for speed when I have service, but the frequency of outages means I must have a back up for internet at an additional cost, making Virgin THE most expensive option in the UK. If you work from home think twice about getting Virgin.
- Location
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- Location
- essex
- Reviewing
- Virgin Media
- Date
- 2016-06-14
- Comments
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It is crap the Wi-Fi is unreliable and barely works half of the time each time we contact them there is ever a long waiting time or they don't do anything and nothing changes they have even been round and it's still as bad or even worst would not suggest this to anyone all what they say about the network is crap
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-06-13
- Comments
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Extremely satisfied with the speed, customer service and reliability of Virgin Media, especially since the free 'VIVID' upgrade to 'Up to 150 Mbps' recently. The new SuperHub router is extremely reliable and has excellent signal strength so I get the full speed of the connection (usually in excess of the 150 Mbps headline speed) even in my office, several rooms away from the router.
Customer service via the social media team and the online chat are always quick and helpful, I haven't needed to resort to phone-based support since this was added.
I'm also very happy with my M+ TV package, especially as new channels like FOX and Sky Arts keep being added. The TiVo box is fantastic. I wish that more of the high numbered channels like Universal and Syfy would have subtitles on their TV shows, but I understand that this is the channel's fault and that the same is true on Sky.
I've only dropped one star from my Satisfaction score because of the regular slight increases in price, but as the product has consistently improved over the years, it's hard to argue that I'm not getting value for money. Nonetheless, I would definitely recommend Virgin Media.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-06-11
- Comments
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We had problem since beginning and even we call them at least 10 time our problem with poor signal was not resolved
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2016-06-11
- Comments
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Virgin broadband have to stop tinkering with the speed settings and also make sure they do not oversubscribe, irritated does not begin to describe how I feel after the latest drop in broadband service since they introduced faster speeds
- Location
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- Location
- redditch
- Reviewing
- Virgin Media
- Date
- 2016-06-02
- Location
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- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2016-05-31
- Comments
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200Mb fibre broadband. Speed fantastic...when it actually works! All was fine when we first had it installed around 3 years ago, but as time has moved on, so has our internet...downwards. Completely random outages at various times can be really frustrating. And getting hold of customer care is another tale. Proves the old adage that profit and customer service do not go together.
- Location
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- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2016-05-27
- Comments
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the worst customers service ive ever had
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2016-05-26
- Comments
-
Horrible, slow, unreliable. I can't wait to get back to BT Infinity. 152meg? I get under 10 meg with constant droputs. It's unusable and Virgin told me to wait 3 months and they will try and fix it. 3 MONTHS?
- Location
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- Location
- Didsbury, Manchester
- Reviewing
- Virgin Media
- Date
- 2016-05-26
- Comments
-
Had my broadband connected March last year, was promised 50mb/s, at peak times max speed was 2-5 MB/s. I noticed this after a few months. it was an ongoing problem, and when I called them for the first time last October they said that it is a major work in our area and it was going to be finished at the beginning of January 2016. Mid january I called them again and this time they said work will be finished End of february. Called them again in March, thes then said it will be finished at the end of april. I kept telling them that the broadband speed was only 2-4 mb/s between 7 - 11 pm, and they kept promising me that the major work will soon be finished. anyway, the last time I called them it was end of april and guess what, they said that the work would be finished 11/05, and that was it, I've had enough, so I changed to BT, and virgin supposed to be disconnecter 24/05, and again guess what, 15th May and the work in the area wasnt finished yet. Now I have been with BT since 2 weeks, and I am very very very happy with their service. The broadband speed is 50-52 mb/s, no matter what time of the day, and I also have BT Sport ULTRA HD channel, the first one in UK. I will not recommend virgin to anyone.
- 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.