4,684 Customer Reviews over 118 pages
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- Location
- Sheffield South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2016-09-18
- Location
-
- Location
- Sheffield uk
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
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Very poor cust,service India based,speed ok I've got 350 but very very expensive £61 just for fibre and phone,that's going up £4 in March and £10 after 18 months contract,daylight robbery.
- Location
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- Location
- Shefford, beds
- Reviewing
- Virgin Media
- Date
- 2022-05-18
- Comments
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awful , awful.
No range, poor quality modem and staff don’t know what’s happening.
I’ve given up and going to Zen.
Virgin good speed but in use no faster than 67mps from BT
- Location
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- Location
- Shepherds Bush
- Reviewing
- Virgin Media
- Date
- 2014-10-27
- Comments
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Although we are paying for the fastest package, our broadband is mostly so slow it is unusable. Daily tests show that the max speed we get is 15 Mb - while we are paying for 152 Mb. What a laugh. The customer service people trot out the same old rubbish about re-booting and I have simply had enough of being ripped off. The only good thing about Virgin Media is the engineers who have come to see us to try to fix things (many times)are very helpful. I think the problems with Virgin Media are systemic and they are unable to deliver the speeds they advertise.
- Location
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- Location
- Shepherds Bush London
- Reviewing
- Virgin Media
- Date
- 2016-09-23
- Comments
-
The worst service I could ever imagine, 6 weeks to install phone line and tv but not internet, after saying all will be installed in 2 weeks, then we had to wait 2 more weeks for the Internet what it never arrive! We cancelled the tv and phone, never received the 25 pounds fee you said you will give us back for the 2 weeks trial period, calling Virgin Media to request this money back, contacted them a month ago, they suppose to send a check that never arrived, my phone calls are being always hanged up even before to speak with anyone... Just got a letter saying the complain will expire in a few days if I don't get back to them through the phone, what kind of joke is this? Friday 23th of September of 2016 I want to make clear this complain through the Virgin Media facebook account that I have no way to contact Virgin Media through the phone (only way you are giving me to make this complain effective (again)) and no one is helping us at the store that we got this service from.
- Location
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- Location
- Shepperton
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
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Virgin took my order after checking I was in their Service area. They then cancelled my order as they didn’t have the budget to do the install! The cheek of them to tell me when they have the budget they will get in touch . I have told them never to contact me ever again
- Location
-
- Location
- Shipley
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
- Location
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- Location
- Shiplyey, West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2015-06-05
- Comments
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Dreadful, absolutely atrocious.
A simple task of cancelling my account (I am moving house) has resulted i over 10 calls; numerous emails; incorrect bills, overpayment. It goes on. Dont tough Virgin Media with a bargepole. Still not resolved either.
A
- Location
-
- Location
- Shirley
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
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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
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- Location
- Shoreditch, London
- Reviewing
- Virgin Media
- Date
- 2016-07-30
- Comments
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For the whole time we had Broadband, it would cut out intermittently for long periods.
Very hard to get hold of customer service representatives.
Obstructive when trying to cancel.
We have now cancelled and moved to BT.
Avoid.
- Location
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- Location
- Shoreham-by-Sea
- Reviewing
- Virgin Media
- Date
- 2021-01-10
- Comments
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Have never got anywhere near the 100 MPs I'm paying for:-currently 12 to 17Mps download,i.e.only about twice what an old dial up phone line would give. Frequent total failure of internet causing warning messages from my security cameras to be sent that they're offline. Slow speeds also mean Zoom meetings almost unusable at times due to screen freeze and loss of audio. Useless is too mild a term to use about them.
- Location
-
- Location
- Shrestha
- Reviewing
- Virgin Media
- Date
- 2023-02-26
- Location
-
- Location
- Shrewsbury
- Reviewing
- Virgin Media
- Date
- 2022-07-16
- Comments
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Without writing an assay, the company has adopted a system which gets their employees to do and say anything to get your business. I’ve been promised packages and performance which have not materialised. When you try to contact them, they promise to look into it and get back (never do) This company and its operation needs looking at by trading standards.
- Location
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- Location
- Shrewsbury
- Reviewing
- Virgin Media
- Date
- 2024-01-21
- Comments
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I had a terrible experience with VM.
I recently moved to a new house. I opted for their service and I got very disappointed. I couldn’t reach out to their customer service and I send the cancellation form and kit to the address on the econtract I had with them(which was sent to my mail). I am being forced to pay for the service that I never used. Also I was told their kit was not received on the same address that was given to me. I would not recommend them to anyone. Their services are wack, human resource department and customer service is really terrible. I was told I would be reported for debt and they spoil my credit score. I would be forced to pay for it. I didn’t use the service at all. The kits wasn’t even opened before I rang for cancellation. Some of their customer service representatives have very poor human relation and terrible speaking and understanding skills. Please, I will encourage anyone to go for better broadband service who will put your priority first and ensure you have the value for your money.
If there is zero rating that is what I would’ve given for the terrible experience I have/am having with them.
- Location
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- Location
- Shrikumar
- Reviewing
- Virgin Media
- Date
- 2017-03-06
- Location
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- Location
- Shropshire
- Reviewing
- Virgin Media
- Date
- 2010-04-02
- Comments
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Out of 10 meg I get between 7 and 12 depending upon which site I use to do the test and how heavily their websites are loaded. No complaints other than getting an engineer can take 2 -3 days
- Location
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- Location
- Shropshire
- Reviewing
- Virgin Media
- Date
- 2020-03-30
- Comments
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Great product, but, the most despicable, unethical and greedy company to inhabit this world
- Location
-
- Location
- sidcup
- Reviewing
- Virgin Media
- Date
- 2016-04-14
- Comments
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Been waiting for more than 3 weeks to fix the connection cable already had 3 appointments which they didn't show up and they still not apologising all they say is we got another appointment and not coming....
So disappointed
- Location
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- Location
- Silvertown London
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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Recently registered with Virgin Media, kind of regretting it, the service has been poor so far. The connecting engineers were disrespectful when connecting up the the service initially. It took a long time for the service to get up and running. Since connecting 4 weeks ago i've had the service disconnected because of administration error at Virgin. getting through to Virgin Customer services has been really difficult, long waiting times to speak to an agent what ever time of day I call. Each time I call I have to navigate my way through a clunky automated voice system that doesn't offer the option that I need. When getting through to an agent the room it's always noisy their end, difficult to hear the agent. I've been promised reconnection 4-5 times, still not happened yet. And when the "5G" service was actually running, wasn't as fast as my previous 4G service anyway, previous service was responsive and very fast. Reminds me of how TalkTalk use to be when they first launched. Wowful
- Location
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- Location
- Sittingbourne, Kent
- Reviewing
- Virgin Media
- Date
- 2023-03-10
- Comments
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Although virgin broadband is indeed fast the reliability and customer service is truly shocking. For the past 8 months roughly 80 percent of those days I have had some sort of reliability issue l. For 7 of those months my internet would drop consistently for about half an hour to an hour around midnight which for me is my working hours. Upon calling we received the same supply chain like process of the support agent giving no explanation or help at all and if really challenged on their non answer an engineer would be sent out to do a routine check which of course never fixed any of the issues. The consistent connection outage in the same time frame seems like virgin were experimenting with something which is fine for a couple of weeks but 7 months with no explanation from support is appalling. Regarding the current month these nightly interruptions have ceased and instead switched to morning interruptions ranging anywhere from an hour of poor or no connectivity to in todays case a full day of no/poor connection. Upon calling again I received the routine response of we don’t understand we will send an engineer to check. I’ve had enough of routine procedures such as rebooting and resetting the router. An engineer has replaced my router 4 times in this time period and called it a day. I understand the odd issue but consistent outages interrupting the majority of the last 8 months with no explanation from support is truly frustrating. Despite the speed being appealing from the outside to reach those “promised speeds” a direct connection is required to your pc and it’s fairly useless when every day you experience no service at all. I would never recommend Virgin broadband to anyone looking to switch to it.
- Location
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- Location
- Skewen
- Reviewing
- Virgin Media
- Date
- 2017-08-11
- Comments
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The speed kept dropping in and out..... For months! Complained on numerous occasion with poor limited reasons behind the drop. Much better deals out there for the current cost we are paying. Looking forward to canceling the contract. My advice would be to check competitors packages before proceeding with Virgin.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2016-08-13
- Comments
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I was con by Virgin. They sold me a service that don't exist. They promise me to offer a cheaper price than SKY but after you commit to the offer you start paying more. They gave My package is now £15 more expensive to what it was with SKY...Will never ever recomend anyone to use Virgin...They just want your money & give you nothing.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2020-07-10
- Comments
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I hate calling this company I was on the phone for one hour. Last one I talked put me on hold so long and later cut me off without a result. Not good customer service. I have no landline for over a year and it is still not fixed. I have been with Virgin 5 years and supposed to have good internet but it is slow if I have access to YouTube on Tv and mobile to do exercise class.
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2015-04-07
- Comments
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been with virginmedia for 4 an half years use be good service until last 4 months, they install 2 new router in a week net keeps droping every day for last 6 weeks but got worse as right this lost iternet 9 times this ievening router just reboots it self you phone them they say router fine as been replaced lines are fine was on 50mb wasnt too bad upgraded me to 100 and done test getting 44 same as was when on 50mb this is evening day net goes down last week end friday till monday net went down 28 times now given them my notice cut off on 1 may bt 76mb going in on 30th virgin lost got telephone net and 2 tivo boxes and 1 hd box in my house gone to bt and 40 amonth cheaper sick of net dropping every evening cheked with neighbor guess what there is same and last week i had no net all evening and night dont go with virgin they are a compleat joke theses day didnt use to be are now
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2011-11-12
- Comments
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was working fine to begin with then the problems started with my speed dropping dramatically phoned them and talked with there tech support and was told there was packet loss and they are going to be fixing the issue by the 15th of nov and helped me get £20 of my next bill but it has now just got worse and worse phoned them again and again and there customer service is now telling me different things than there tech guy so if not fixed then will be going to a different provider as the speedy gonzalez is not true!!
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-01-14
- Comments
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After joining the virgin media, they could not give me good internet service for 4 months after complaining a lot i did not get any solution. Then i asked them to cancel it, i was asked cancellation charge. I forced to cancel it by cancelling direct debit.Now i'm suffering bad credit history.
Trust me its not reliable and can not give good service at all
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-01-02
- Comments
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I have been with Virgin Media for a number of years (BT previously) and have nothing but a good reliable service. All the services I subscribe to work fine without issue and VM customers help line are prompt to answer and advise. I Just upgraded to the new Superhub 3 (self install) without a hitch. I am a bit surprised on the issues VM customers appear to be having.
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2019-02-28
- Comments
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The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.
On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.
VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
- Location
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- Location
- SLOUGH
- Reviewing
- Virgin Media
- Date
- 2017-02-15
- Comments
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One of the worst company I have ever came across. I was moving the house so I went to Virgin media local store back in December. They told me that your installation will be done by 24th of December. its mid February and they are unable to install and always come up with different story..
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-02-26
- Comments
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Absolutely terrible customer service, no one at virgin has any idea what they're doing and just pass you from person to person, no matter how many times you explain the problem they just don't get I, 6 months later and things are worse then ever, nothing works but they're still happy to take your money.
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-03-21
- Comments
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The number of outages in our area is so high that regardless of the speed of the internet connection, there is NO point in contracting with this company. The service continuity is abysmal and their customer services suck.
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2019-03-11
- Comments
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very unprofessional service very rude staff and unhelpful first time i have this but very disappointing
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2019-03-12
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-03-08
- Comments
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Absolute waste. They all just lie. When they sold the package, the lady offered me a bundle which wasn't there later and they don't believe me and also can't trace out who that lady was. Also, Gave me a dodgy, after market TV Remote, phone line got active after a month. Internet goes down intermittently.
Customer service representatives can't speak proper English.
I'm getting rid of this and going back to Sky who are a million times better in customer service.
Will never recommend Virgin Media EVER EVER
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2021-05-29
- Comments
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Today is the final champions league and from.morning no internet....plus.my contract was raise from.26 to.29.50 witjout announce me ...no compensation....worst company ever. Ombusdan and small.court !!
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-12-11
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2022-12-13
- Comments
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Absolutely shambles as new customer very bad service just over 2 months still waiting for my connection and the customer service English is so poor,keep getting cut off after been on the pone nobody wants to take care of the problem
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-09-19
- Comments
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100mb fibre optic broadband and just three iPhones still slow. Need to keep restarting router or change settings to boost up speed. Every year they put up the price whilst the speed is low.... decided to leave as previous Sky normal broadband was better than virgin fibre optic.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-05-28
- Comments
-
New to virgin media not impressed at all wifi signal in house is rubbish probably crap router been with plusnet customer for few years will go back once contract runout money you pay for speed you will only get half of it stay away
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
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Since last July I have zero connection. They promised so many times to fix it but nothing done. Its funny that they take take money from my account every month .
I don't know what to do with them whether to STOP the direct debit or to wait but for how long this would continue .
I would not recommend virgin for 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.