4,684 Customer Reviews over 118 pages
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- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2009-08-03
- Comments
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My ISP is reliable and although I don't get 20mb (I get 18.1mb) but the speed is more than acceptable for the work I do on my PC.
- Location
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- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2018-08-15
- Comments
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My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
- Location
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- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2018-08-29
- Comments
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Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
- Location
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- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2018-10-26
- Comments
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And still these clowns continue to bury their heads in the sand. Do they actually read any of these reviews, or do they just not give a **** about the customers once reeled in? I think it's the latter. Paying a hard earned £72 a month for this crap. Despite endless calls to 'customer service' (joke) I'm STILL only a 'secondary account holder' after taking over the account from my son 3 months ago. Meaning neither of us can access bills etc. Even when trying to escalate my complaint to a 'supervisor' (another joke) I'm put through to somebody in some place in a far flung corner of the globe who can barely string together two words of English, who repeatedly reads from a script telling me that it was my choice to sign the contract. Well, as far as I'm concerned, they are breaking their side of the contract in this respect. Add to that the Wi-fi dropping out randomly - should this occur if I'm trying to book flights etc when working from home and I end up with a missed flight or double-charged because of this, then they shall be hearing from my lawyers!
- Location
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- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2018-12-19
- Comments
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Really cheesed off now. My previous issues regarding non-existent customer service have not been addressed, and now on top of that my Wi-fi keeps cutting out - mostly in the late evening. Only redeeming fixture is download speed - when it's working. I cannot wait until my contract finishes, then good riddance. And if Virgin read these reviews, they obviously don't give a stuff as the poor reviews keep flooding in on a daily basis. Absolutely shocking.
- Location
-
- Location
- Rugeley
- Reviewing
- Virgin Media
- Date
- 2017-04-16
- Comments
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Easter Sunday and what a pile of rubbish. Trying to video call relatives and the wireless broadband has been dropping out continuously all morning. And this after a speed increase and replacement router after the last one was found to b faulty. At over £40 a month simply not good enough.
- 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
- Ruislip
- Reviewing
- Virgin Media
- Date
- 2017-12-11
- Comments
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Shocking Service. After 10 years without a problem suddenly we and many people in the area were cut off. Constantly being told it was fixed when it isn't. Repeatedly lied to. Now without broadband for 3 weeks and counting. Now I've been told I won't be compensated for data useage on my phone that I've accrued because we don't have wifi at home. Disgusting. I'm swapping provider and would advise anyone not to touch this company with a bargepole any more, their service has gone down the toilet.
- Location
-
- Location
- Runcorn
- Reviewing
- Virgin Media
- Date
- 2015-01-03
- Location
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- Location
- RUNCORN
- Reviewing
- Virgin Media
- Date
- 2018-11-04
- Comments
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Spent last two days trying to get virgin media to accept there is an issue with broadband. Was very frustrating to be sent from one department to another on the phone and all was needed was an engineer to be sent out to solve the problem, which they won't send an engineer out to. Absolutely disgusted
- Location
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- Location
- Runcorn
- Reviewing
- Virgin Media
- Date
- 2018-01-21
- Comments
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Internet speed has been awful for at least 3 months constantly slow or non existent all you get from customer services is refresh your box and router and still no different. Cannot wait for my contract to run out so I can get something more reliable.
- Location
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- Location
- Runcorn
- Reviewing
- Virgin Media
- Date
- 2009-08-03
- Comments
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My service was 2mbps & I never got below that. It's been upgraded free to 10mbps & I think the result of this test is excellent.
- Location
-
- Location
- RUNCORN
- Reviewing
- Virgin Media
- Date
- 2009-12-05
- Comments
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what customer service?
- Location
-
- Location
- Rust
- Reviewing
- Virgin Media
- Date
- 2017-04-04
- Comments
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So I booked Virgin in Jan 2017 to be installed march 1st, the engineer never showed up in which I was told by customs service I need to rebook a date and now must wait until April 4th for another installation date, so I finally got an engineer out who then told me a specialist team would have to come in to put correct wires in building block which should have been flagged up at the beginning (Jan), I was asked again to rearrange and told the next available date is 29th April which is over 3 months after first signing up and still nothing installed, I have now chosen to cancel thank you for wasting my time
- Location
-
- Location
- S
- Reviewing
- Virgin Media
- Date
- 2016-02-27
- Comments
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Well Virgin Media took over UPC in Ireland. A good move UPC were the pits for customer service I was just about to leave but I stayed on thinking Virgin would bring in changes. I was right they did, they upped the price and have the same crappy service. I was so fed up with their customer service and tech reps I had to hang up I just could not take their inability to comprehend a simple fault report without taking up an hour of my time it should only have taken 5 mins and then book in an engineer but not with virgin media. What plonkers time to look elsewhere I think
- Location
-
- Location
- s
- Reviewing
- Virgin Media
- Date
- 2021-09-08
- Comments
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do not use virgin media. They are robbers!! They charge you 2 months bill in the first month you 'join' (they consider you a new customer even if you are an existing customer and move house--this is how they get money from people). Then they also charge you again for the 2nd month!! They claim it is in their contract but they never send that to you. Please avoid!!!!
- Location
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- Location
- S Derbys
- Reviewing
- Virgin Media
- Date
- 2020-08-31
- Comments
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It's a commodity. It should work well 7 fast 100% of the time to be adequate.
Good customer service, clear billing, easy website, etc are potential differentiators and this is their failure.
Customer service is v v bad.
After a power surge that killed the router, it took me 1hr 20mins of hanging on the line waiting to be answered before I could get through to someone who could send me a new one. Will switch as soon as my contract expires.
- Location
-
- Location
- S11 9EB
- Reviewing
- Virgin Media
- Date
- 2022-03-18
- Comments
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Customer service give wrong information. Today I called them because I do not have internet in one of the rooms. They said they will sort this problem and give me a SIM card with 10 pounds extra, I agreed then an hour later they rang to change the price and said I can't go back to my previous account although it was their customer service mistake giving me wrong information and I have never accepted the change in my package. Phones should have been recorded which is a proof. I will never trust their customer service again. Internet is very poor. They say 100 MB but one of the rooms in the three bedroom house does not have any signal. Poor service, weak internet, unprofessional customer service
- Location
-
- Location
- Sale
- Reviewing
- Virgin Media
- Date
- 2019-10-22
- Comments
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Company will do anything in their power to deliberately overcharge customers, will not respond to complaints, fail to process cancellation properly, and their "customer service" (if you can even call it that!) is incredibly rude. Worst company I've ever dealt with
- Location
-
- Location
- Sale
- Reviewing
- Virgin Media
- Date
- 2018-01-09
- Comments
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Inconsistent speeds, bills and customer service. Terrible price that regularly increases and the actual received speeds could vary from "fine" to "unusable" with one person using it.
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2019-09-08
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2019-12-04
- Comments
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Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2021-03-30
- Comments
-
1 hour waiting on support line.....then disconnected, another hour - same, another hour I was shouted at for asking what the virgin media employee said as his accent was very strong (Glasgow perhaps), then he hung up.... 3 days calling in order to cancel my contract, then after getting a confirmation email I was pleased that it is finally over, terrible company.....yet, a month later on my account there is a new contract I didn't agree for. Freaking scammers. Avoid at all cost.
- Location
-
- Location
- salford
- Reviewing
- Virgin Media
- Date
- 2017-06-25
- Comments
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No words can describe the poor appalling service, incompetent staff and their excellent practice of trying to exhaust you by transferring you to different departments, every time asking you for credentials like you are starting from scratch a conversation despite being on the phone for 50-60min. I have been on the phone for 54min, speaking to 5 different people and suddenly being transferred to a person who said "How can help you" . Imaging how you would feel, wasting your time explaining 5 times that the engineer left without resolving the issue which has been going on for months and the only thing you hear is " I am really sorry about this". I llok forward to terminate the contract and would never ever sign anything with Virgin
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2024-03-07
- Comments
-
Horrible customer service. If you don’t watch what you order they will add more money to your service. They pass you from person to person very horrible. Customer service would never recommend them
- Location
-
- Location
- Salisbury
- Reviewing
- Virgin Media
- Date
- 2019-01-11
- Comments
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I have been with virgin for years as it was already installed when I moved in.
I finally got fed up with paying extra for my loyalty and called them to see about reducing my £67/month for broadband , TV and phone.
After 42 minutes and being put on hold 7 times I was told they could reduce my bill by a paltry £3 a month but only if I reduced my free phone calls. And this when new customers yare offered my bundle for £32.
I asked to speak to a supervisor but she was ‘too busy’ I bet she was!!
Off to pastures new as they just don’t care about existing customers.
- Location
-
- Location
- Salisbury
- Reviewing
- Virgin Media
- Date
- 2019-08-14
- Comments
-
Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
- Location
-
- Location
- Sandy beds
- Reviewing
- Virgin Media
- Date
- 2016-11-10
- Comments
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Got problem with my broadband. Engineer can't come before Monday. We are self employed and our business need internet. Virgin can't do nothing until then. Been a customer for over 15 years spend every month between £150 & £180 and now they are telling me that no one can come. So so bad. All my road have got virgin, well I tell you I will tell to all of them, friends and family to go with SKY. that is it I am really fed up. Not fair to lose business because no engineers ..... and you talk to them on the phone and I cannot understand them .... very bad indeed. I will NOT recommend Virgin anymore
- Location
-
- Location
- Sawbridgeworth
- Reviewing
- Virgin Media
- Date
- 2016-10-05
- Comments
-
I have been with Virgin for nearly 7 years, brilliant to start with and now the last year or so it's complete rubbish. I spend more time without broadband than I do with it! I have to keep turning equipment on and off to make it work. Customer service is rubbish, all they do is run through telling you where to turn your equipment off and back on again. I do not understand why I should have to keep turning it on and off!!. Looking at Sky now but not sure they are much better.
- Location
-
- Location
- Sawbridgeworth
- Reviewing
- Virgin Media
- Date
- 2019-04-02
- Comments
-
The epitome of poor service. And bad practice.
Firstly, the rental goes up every year, often by large amounts. Our basic subscription jumped from £20/month (after last year's renegotiation) to £40/month after 1 year. The only way to reset this is to cancel (again) - really cancel, and then wait for them to call back a few days later with much reduced rates. In our case down to £12/month. But obviously this will revert again after another 12 months. If you're prepared to go through this hoop every 12 months, good luck to you. For me, this is indicative of their attitude to their customers. See what they can get away with. Make you go through hoops to bring the rate back down. Slide it back up again afterwards. Not an attitude I'm happy with.
Secondly, the actual router/modem/internet service was poor. Often dropping out or running slowly. Many times a reset of the router/modem was required.
Now trying other providers in the hope of finding one with good service and that doesn't inexorably increase its charges. If such a beast exists, I'll become a loyal customer.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2022-01-08
- Comments
-
Judge for Yourself… Full Chat transcripts kept as evidence
I was a VM Customer and joined O2 and was given an upgrade from 500MB to 1GB broadband. I was informed that I needed an upgraded router which was sent out via Yodel. Tracking said out for delivery on Friday. Delivery never attempted, tracking said “Please arrange to collect your parcel from our depot by using the Manage your parcel feature above”. I sat in ALL weekend as Yodel promised each day that it was going to be delivered. Didn’t happen.
Monday 22nd Nov 2021VM Online Chat (took 2hrs) and informed them I was at work. Asked for router to be put to a shop for pickup. Not possible finally got them to cancel first router and send out another for pickup from a shop near my work.
Tuesday 23rd Nov 2021 VM Online Chat (5 hours 11 minutes) contacted again as no sign of old router being cancelled or new one dispatched.
14:20, Nov 22 Alistair : Broadband TV or Phone
16:33, Nov 23 Ayat: Apologies for the experience, I will go ahead and raise a new order for you, Alistair. Is it a new Hub4 you are looking forward to upgrade to with 1 Gigabytes?
17:50, Nov 23 Ayat: Appolgies for the experience, Alistair. I just tried raised an Order for the new Hub4 but due to somereasons it is not happening, You please need to cotanct us after 24 hours, As the system will be refreahed and we will be able to send you a new Hub.
18:01, Nov 23 Alistair : can you not just do this i have already spent hours over the last 2 days on this chat trying to get this sorted?
18:13, Nov 23 Ayat: I can completely understand this, I am unable to place the order, Alistair.
18:15, Nov 23 Alistair : this is not acceptable. VM is taking up too much of my time and I'm going round in cirlces
18:16, Nov 23 Alistair : you give me a service that i cannot use and spendin hours on this thing. I want to cancel my broadband
Alistair : this chat was intiated @14:20 hrs GMT it is not 18:54 hrs!
18:57, Nov 23 Reliza: Excellent! We’ll need to go through a few security questions. I’m going to send you a secure web form for you to answer. Please put the 7th, 10th and 13th characters of your password in the secure link. This is the password you use when you call in, and not your online account password. Please keep in mind that the form will expire in 30 minutes once we have sent it to you.
19:05, Nov 23 Reliza: Great. Thanks for that! May I know the reason for contacting us?
19:06, Nov 23 Alistair : How many times do i have to repeat myself, 1 min until i copy and paste
19:14, Nov 23 Reliza: I do apologize for that, Alistair. Just to confirm, do you want to have the Hub 4, right?
19:15, Nov 23 Alistair : i would but i cannot afford ANYMORE time dealing with this myself, too much time spent on this already
19:15, Nov 23 Alistair : i am risk my employment, I am supposed to be working not on this 19:18, Nov 23 Reliza: I'm very sorry about your frustrations today, Alistair. Let's work together and try to sort this thing out, okay?
19:18, Nov 23 Alistair : ok 19:19, Nov 23 Alistair : its not just today though this is the second day on this
19:22, Nov 23 Reliza: I'm so sorry about that, Alistair. However, if you really want to have the Hub 4 you can coordinate with our faults team regarding this because in this department we only handle the customers who are in need of new contract.
19:25, Nov 23 Alistair : I DON'T HAVE ANY MORE TIME JUST CLOSE MY ACCOUNT
Wednesday 24th Nov 2021 VM Online Chat (33 minutes)
16:57, Nov 24 Dixit: Hi Alistair I am so sorry to hear that you have not receive a response on your complaint not to worry I will quickly check the details and help you with a resolution
17:06, Nov 24Dixit: Alistair I am so sorry to see that the hub was not delivered and you have applied to disconnect the account. May I know how can I help you today?
17:07, Nov 24 You: well i am getting no repsonse on the forums so am looking for a conclusion one way or another
17:08, Nov 24 You: have you read the forum posts?
17:08, Nov 24 Dixit: Alistair I am so sorry I am unable to read the forum as we are restricted from accessing any link.
17:09, Nov 24 You: do you want acopy and paste of the transcripts for monday and tuesday then?
17:09, Nov 24 You: if you don't have them there?
17:10, Nov 24 Dixit: Alistair No I have the details on the account notes. May I know what resolution you are looking for so I can get it Immediately.
17:12, Nov 24 You: well what I have wanted all along a hub that will let me use 1gig as promised but if this can't befinalised today, I am on a 10 minute break just now at work. Then you close my account
17:16, Nov 24 Dixit: Alistair I am so sorry but to order the hub 4 we will need to cancel the disconnection request. So Would you like to go ahead and cancel it?
17:16, Nov 24 You: if it can be done now yes
17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
17:20, Nov 24 You: please don't use YODEL
17:21, Nov 24 You: sorry ,my break is up I need to go back to work now
17:22, Nov 24 You: see this is what I mean I spent 5 hrs on this chat yesterday and it looks like I am getting the same thing again today.
17:22, Nov 24 Dixit: Alistair Not to worry I will leave a clear note on the account and then give a direct calling number to use so we will be able to do it once our free. will this be okay?
17:23, Nov 24 You: someone needs to phone me not the other way round
17:23, Nov 24 You: I will be at home tomorrow until 12:00 hrs
Thursday 25th Nov 2021 VM Online Chat (46 minutes)
Alistair Skakles Unsure + Account Holder: Hi Arbiya
8:05, Nov 25 Alistair Skakles Unsure + Account Holder: Can you please look at the notes from my chat yesterday please?
8:05, Nov 25 Arbiya: Hi Alistair! I am really sorry for the wait time you have experienced. I do see that you havecontacted in order to report that you are looking for cancellation. Not to worry, you have reached the rightteam. I can surely help you today. Absolutely, let me have a check on your account notes.
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: thanks
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: from the transcript
8:06, Nov 25 Alistair Skakles Unsure + Account Holder: 17:20, Nov 24 Dixit: Alistair Okay so I will now connect you to the Customer relations team and they will cancel the disconnection request and then get you connected to the care team who will order the Hub 4 for you.
8:07, Nov 25 Alistair Skakles Unsure + Account Holder: this is what we need to do. If this isn't possible then I will leave cancellation in place and start my ordert with another provider
8:09, Nov 25 Arbiya: I am really sorry for the inconvenience Alistair. Please do not worry. I do see the retentions team online now. I can connect you right away if you agree, they can surely help you getting hub 4. May I connectyou?
8:09, Nov 25 Alistair Skakles Unsure + Account Holder: yes please
8:09, Nov 25 Arbiya: We can transfer you through our Messaging service to our Customer Relations team to help you further.
8:24, Nov 25 Lisa: I can see that and I will feed that back to Yodel but I can not order a new one.
Received a final bill with a demand for £240 for termination of my contract early:
Thurs 6th Jan 2021 VM Online Chat (2 hours 15 minutes)
17:07, Jan 6 Meena: Thank you for your patience, I have looked into your account and I see you have cancelled services within the contract period and hence you have been charged early termination fee as per the terms and conditions Alistair.
17:10, Jan 6 You: you ugprded me to 1GIG and sent out a router which was never delivered by yodel. I even requested another router which was refused. So unable to use the service as you didn't supply hardware I spent HOURS and I have proof trying to sort this mess out with you
17:11, Jan 6 You: I couldn't use a service without the hardware so why would I stay with a provider that cannot provide?
17:29, Jan 6 You: here I am again over 90 mins repeating myself and getting nowhere
17:29, Jan 6 Meena: I am sorry to know about the hassle which you have come across Alistair, I feel really bad after going through all these and you have been so patient so far. Dont worry I will see what best can be done for you. But we could have definitely cancelled the order and placed a new one before cancelling Alistair.
17:30, Jan 6 You: but you didn't and as per the transcripts refused to send out another until you got the one that Yodel lost Back
17:31, Jan 6 You: yuou will see that the transcripts over the days contradict themselves
17:44, Jan 6 Meena: Alistair, I understand what you are telling but this is completely the issue with yodel and it was supposed to be dealt by them else we could have cancelled and replaced the order. I have tried my best Alistair, but unfortunately we cannot waive off the charges as you have been able to use the services and itcould have been resolved alternatively. But as you have cancelled it between contract, you was been charged with disconnection fee Alistair.
17:46, Jan 6 You: Did you not read the information i poasted??
17:52, Jan 6 Meena: Okay where you not informed that you will be charged termination fee if you are cancelling the contract Alistair?
18:00, Jan 6 Meena: Alistair, we booked for the second time and you never waited for the delivery to be sent, you immediately put a request for disconnection Alistair. Please understand this charges cannot be removed as itsvalid from our end.
18:03, Jan 6 You: no, i made contact with VM as you had not even bothetred to disptach the second one. Eve though yousaid you had. Enough, I will now seek compensation for the time and stress your company has continued toput me through over these months
I have now raised a complaint through offcom and seeking an apology for time, stress, lies and incompetence and now compensation too.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2020-07-22
- Comments
-
Earlier in the month, I attempted to cancel my Virgin media broadband. I had been with them for 6 years, however I am in between homes at the moment and wasn't going to pay for internet I wasn't using. The process of cancelling was awful. I spent an hour on hold and then a further hour on the phone. The woman I spoke to on the phone made me reset some security code I have no recollection of making before she would help me. Once we had done that she tried to sell me several packages, get my parents to switch broadband as I am staying with them temporarily and even suggested I just kept paying them for internet I wasn't using (£40/month!!) until I moved into my new property. Eventually she told me my internet was cancelled and that I did not need to pay a cancellation fee as I had paid the month in advance. I was infact owed £14.51 back- win!
A week or so later, I received emails requesting that I pay them £26.50 and threatening me with further action. I tried phoning to find out why I was being charged this, however the automated response told me that the call centres were closed (I had phoned them last week so that's not true....) and I had to contact them via the website. I sat on the web chat for an hour being ignored before investigating my bill online. Turns out they had charged me a cancellation fee despite what I had been told on the phone.
Exhaused and frustrated, I have paid the fee in the hopes that they leave me alone. I tried to make a complaint on their website, but guess what?! I can't because my account has been closed.
I have been appauled by the customer service from virgin media, I have wasted several hours of my life trying to contact them and been lied to by the people that work in their call centres. I will never use any of ther services again, and I suggest you don't either.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2017-08-29
- Comments
-
Utterly appalling customer service.
Had intermittent broadband for roughly a week when we decided to first contact them (had thought they were maybe doing repairs or such), only to have to contact them another 3 times that day (each time being advised different things, until the last person told us the problem would be resolved by the following evening)
The issue still wasn't resolved the following evening and after explaining again on the 4th call, we were advised that our bill would reflect the fact that we had been without consistent broadband and that the issue was now resolved.
fast forward 5 more weeks of intermittent broadband service and complaints being palmed off - we really are at our wits end, no bill has reflected that we have had working internet for only half that time and now, because we want to cancel due to intermittent internet - we are now being charged an early cancellation fee - and the gentleman that i'm on the phone with at this moment is telling me that no complaints have been escalated, and apparently the last time we called - the advisor said they had resolved our issues.
This company is an ABSOLUTE JOKE. DO NOT USE THEM.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2024-01-16
- Comments
-
Do not trust the sales pitch
Avoid this company at all cost .Do not angree to anything until you have check what you are agreeing to .
Everything about this company is very deceptive and They will lie and mislead you and hit you with hidden charges and double bill you when you upgrade . I specifically asked if I would be double billed or if there was any hidden cost numerous times I couldn’t be any clearer and told no and the amount I will be billed . I got sent a message to confirm the agreement also very deceptive and misleading with the layout ,
Tried to bill me double what was agreed I had already explained I couldn’t afford any hidden charges or a double over the phone .they couldn’t care less .This would have left me in finances hardship next month .
I’m sure I’m not the only one who they have mislead
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2017-02-21
- Comments
-
Good broadband speed. HOWEVER. Installation engineer absolutely clueless. Causing structural damage to my walls, cabling in walls and wall finishings. Attempting to hack through the wall with a screwdriver although the cable was already pre-installed to a dedicated socket... Customer service responding that there is no proof I didnt do the damage myself. In the wall. Behind the Virgin socket.. Accusing me of lying and brushing off photographic evidence of the damage caused. Will not be extending a single day beyond the contract.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2023-05-15
- Comments
-
I have never been more disgusted by a company in my life.
Called today to give my usual one month notice of moving out as I have done in past whenever I have moved, however I was told I will be charged over £200 early termination fee. HOW is that legal, let alone moral in a cost of living crisis? I’ve never had to pay more than £20ish for this in the past with any provider.
Such a significant sum should be clearly communicated to a customer when taking out a contract - I can’t imagine anyone would expect to be charged that kind of money. Completely immoral and disgusting behaviour. I was even asked if I “knew anyone who would take over the contract” as if I could live with just dumping that on someone else.
Many of my family and friends are with Virgin Media but knowing this and that some of them are looking to move in the near future I will definitely be helping them to find other providers at first opportunity.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2021-07-18
- Comments
-
Failed to apply the £75 discount for new customers, made to feel it was my fault. They take no responsibility for their incompetence. Broadband disconnects my devices almost on a daily basis.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2024-02-15
- Comments
-
I received a renewal invite to renew at same cost of £45 per month with an 18 month contract, however when reviewing the contract it appears they had drastically cut my services to get the £45 per month, very sneaky! I went onto an online chat who confirmed my renewal would in fact be £166.25 per month and after a very long conversation I was advised I was currently paying £92.32 (not true), it was then reduced to £76.75 and after more conversations via online chat and telephone calls reduced to approx £56. I have decided to cancel with Virgin Media due to these stupid conversations every time the contract is up for renewal.
At the end I gave them their 30 day notice however I was then advised I would have to pay a termination fee but it would get refunded approx. 45 days later, there is no way I will be paying a termination fee and waiting for a refund, direct debit has been cancelled. I have no idea why my monthly fee was being increased by almost 370% (from £45 to £166.25 per month) especially during this dreadful era where people are struggling.
I think we need to highlight the measures they are going to get more money out of loyal customers (I have been a customer for almost 30 years). New customers get treated better with much better deals. Shame on Virgin!!
I will be very glad not to have these unnecessary conversations every year and be treated the way ALL customers should with another provider. My advice would be to stay clear of Virgin Media as they are clearly out to rip existing customer off!!
I will be writing this review on as many review sites as I can to alert as many people as I can!
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-11
- Comments
-
We only have a few days now until we leave Virgin Media, the broadband is currently working so I did a speed test. On Virgin media 200 mb high speed fibre broadband the 62ms ping achieved 42.33 mb download & 2.83mb upload speed.I then switched to our EE broadband minibox which works from the 4G network. On the same test with 62ms ping we achieved 44.51mb download & 10.70 mb upload. The Virgin media service should be much faster than the EE minbox , but is actually slower.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-06-25
- Comments
-
Well done Virgin Media still no broadband or Tivo box working it will be interesting to see if they expect the final bill to be paid when there has been NO SERVICE FOR MONTH PRIOR TO LEAVING. My Mrs. is frontline NHS & worked through the lockdown & needs the internet. We are having to manage with a small box that works from the 4G network. At least it works unlike Virgin Media. It shows how management taking their eye off the ball can lead to a company's rapid demise.
- Location
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