4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-10-17
- Comments
-
Our signal disappeared one morning never to be seen again... Virgin has been beyond shambles. Here is the chronicle:
1. Call for an engineer
wait a week
2. Engineer attends: you need a new cable, a construction team. The conduit is blocked too.
wait another 10 days
3. A guy comes over - you need a new conduit.
- I know, aren’t you going to lay it?
- No, I just pull the cable.
Wait another 10 days
4. Another guy shows up - can’t pull the cable. - Obviously
wait for another 10 days
call help line
empty assurances and rehearsed apologies are given that next time everything would be fixed.
5. No one shows up at all
6. Call the help line by midday. Response: someone is working right now. Evening text: “we fixed your problem”. In reality - no one even showed up. I have CCTV. No one.
7. Call the help line,who say their notes say they called the customer and rescheduled the appointment for November 30th. No one, of course, called.
The call centre clearly just tells lies. This is torture. My kids can’t even do their homework. I ran out of my annual leave waiting for the “engineers”.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2015-10-15
- Comments
-
I've been with Virgin media for over 10 years at me parents house. I moved to a rented property because it was close to work, but later moved back to my parents and wanted to take my Virgin internet with me. "Al-though there is a connection in the house" But wanted the Internet upstairs in my bedroom. As the connection for 100Mb is based downstairs in the Cinema room. I already told Virgin regarding a 2nd connection in my room. But they cancelled my visit. Seriously? Virgin, get your guys back to training and "listening skills" Lack of communication and mistakes made by these guys. I'm going to cancel all connections including Mobile contracts and go with a different provider. These guys are a joke! Would never recommend them!
- Location
-
- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2022-12-04
- Comments
-
Absolutely stressful awful experience with them. From the day of taking out my contract, they knew there had to be an initial installation to get a connection to my building. They kept changing the dates of this initial installation appointment without checking with me and knowing that I am not at home during the day. I have spoken to so many employers and it comes across like no one knows how to do their job. And then they push the same excuse each time the date is changed without my consent. If they know there is an issue to install the first part, why keep giving dates and times that they can't fulfill. The complaints team doesn't exist, and who ever does take on your complaint does nothing about it. They forever are writing notes on your profile whilst you sit for hours on a call with them but what is the point of making notes when they have no regard/respect to actually follow them? They just change things according to what suits them, and then it goes as a missed appointment if you're not available. Their excuse is that the pre installation is done by a 3rd party company, but no one knows who they are so I cannot contact those people and complain that they have no regard for what they client says about their schedule. And after sitting for hours on a call being transferred to all the wrong departments because no one knows what they are doing l, we then agree on a date/time. Then randomly I get an sms with a new date and time which I didn't agree to. I would hate to know what it would be like actually having an active service with them if this is the stress I reviewed before even getting the connection point installed. They guy who sold me the contract didn't plan anything properly. My memorable word didn't even work for the O2 part of the package. And all they do is over talk and talk and just go on about things to sell you something, but they don't know how to plan /schedule all the things that need to be done with the sale. It's atrocious. And when you ask to speak to a supervisor, they make some excuse as to why they can't come to the phone. I don't want to ever deal with this again. It's as though I've been inside the Mad Hatter ls house rather than a business. I've cancelled everything.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2017-03-20
- Comments
-
Worst company ever!!!!!!!!! Do not chose virgin media as they would just take your money and give you 0 service.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2017-08-22
- Comments
-
Worst broadband and mobile service I've ever used and the customer service is so bad I almost start to believe I have dementia because I never get anywhere and end up having to call five different numbers before they tell me they can't do a damn thing!
- Location
-
- Location
- London and southeast
- Reviewing
- Virgin Media
- Date
- 2018-04-05
- Comments
-
Just awful, service always cuts out, customer service totally unable to help. Engineers failing to show up getting cut off on the phone, failed call backs, pretty much anything customer service should do they have failed at. The only bit of virgin that works is the payment department.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
-
Absolutely terrible customer service. Been told many different things each time I have rang. Considering I was trying to sign up for virgin broadband I am appalled at how challenging this is been. I can’t even comment on the broadband reliability as they haven’t even been able to set this up. Will never use this company again.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
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We have to cancel contract in jun because we move to new adress and there was ready one virgin internet.They say no problem but 180 because we not say this early(we was call them 30 day before)...ok we say we pay.When we moving to new adress,they spamming letter to us why we not pay 280 :D They say u must pay this amount because this the price etc...ok we say we ready pay 180 so what ? No its was wrong information its now 280.So we have to pay 100 more for nothing basicly. We pay wewas happy finally its end..Now Sept 10 and i still have new letter with insult not payed amount.Worst company ever.
+ in the new adress the router terrible and the landlord call them million times and they not want change or nothing...
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-11-22
- Comments
-
Absolutely pathetic customer service.
They put you on hold for quite a long time. Rather than trying to fix or help to fix the issue, they pass the call from one team to another , keeping you waiting for long time. Sometimes , you wait for more than hour.
Take long time to respond. Please have a live chat feature to make it less painful for customers.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2022-12-04
- Comments
-
Do not touch with a 10ft pole
My father died last weekend, due to everything I have subsequently had to deal with, I was late paying my bill and was put on restricted service. I tried phoning virgin to be told to go online to pay bill. I am disconnected from internet, so how could I do this. My mobile is on virgin, but mobile data does not stay stable for longer than a minute before losing connection, but I managed to pay. All of this because they have now done away with all phone lines for customer service. The number they gave me 0345 4541111 is no such number and does not work. They remove all options to speak to a person, expecting you to do it all online, but you are disconnected. FFS, Virgin sort your act out, I will be changing supplier as soon as possible.
- Location
-
- Location
- harro
- Reviewing
- Virgin Media
- Date
- 2016-12-30
- Comments
-
VERY POOR CUSTOMER SERVICE
ONCE YOUR PAST YOUR COOLING OFF THIS COMPANY DOESNT CARE.
I have two main points of complaint which have not been rectified and should lay with the telecoms provider.
1)During the installation of my new telephone line i realised that virgin media was making an entirley new telephone port. I advised the engineer to stop and i communicated across to them that my alarm system was built into the original telephone port and by making a new one it would effect my alarm system. They advised that they could not do anythign with the alarm system which i responded that they should cease the installation and i will cancel my contract as i was within my cooling off period. They contacted their installation manager who visited my property and advised that he will return to connect up the alarm system to the new telephone port. I agreed with this as he was representing virgin media management. The installation manager never returned. Virgin Media refuse to accept liability that due to the installation managers advise i accepted the installation. I was misrepresented and coerced into accepting the installation. The virgin Media customer services have advised they will not help or do anything about this issue. I am without a working alarm and although Virgin Media is not an alarm company a representative from their company accepted responsibility to recitfy my issue in return for not cancelling the install.
2) During my initial acceptance of virgin media services over the phone i was advised that a temporary cable would be placed on my drive which after a second visit would be inbedded under my drive. Virgin Media has agreed a number of dates with me a failed to recitfy this. I have now been advised by the ceo office that they would not be imbedding the cable under the drive. I find this rediculous and a health hazard as part of the cable is on the public footpath and the public can trip over this which has happened with the mail man on a number of occasions.
I find Virgin Medias lack of responsibility and loyalty appauling and it has left me in a position where i cannot leave my home for long and i have become thoroughly fed up and stressed out with the poor level of service from virgin media.
- Location
-
- Location
- WALSALL
- Reviewing
- Virgin Media
- Date
- 2017-02-08
- Comments
-
terrible internet paying for 200mb picking up between 11mb and 23mb
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2020-05-29
- Comments
-
ABSOLUTE JOKE .... we are in a pandemic and I'm a key worker working a ridiculous amount of hours. I was given a quote and today having spent many hours researchimg what packages are available with other providers I rang virgin media and they are not prepared to honour their quote ... complete waste of my time. Despite explaining that I'm a key worker working 60+ hours per week and this is my next day off, they still weren't prepared to honour it and advised to keep phoning back to see if their prices have changed! Complete waste of my time and a RIDICULOUS business model .... shame on you Virgin Media making money on the back of this pandemic.
- Location
-
- Location
- Middlesex
- Reviewing
- Virgin Media
- Date
- 2020-09-15
- Comments
-
No stars , Waste of Time, Zero customer service and no complaint team exist, last 3-4 months keep registering complaints and no reply, Virgin Media your managers are cowards, they never call back to face issues neither your complaint team.
My complaint numbers are as below
1) COM104060965 - Registered 24/06/2020
2) COM104116908 - Registered 29/06/2020
3) COM104132727 - Registered 08/07/2020
4) COM104222314 - Registered 01/09/2020
Not a single call back, Only word i have for your service is rubbish. And your Wifi is slower than 2G. Refund my all money.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2011-06-22
- Comments
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DO NOT be tempted to switch to Virgin - or if you already have, tough luck. This is the WORST ISP I've ever used, the WORST customer service on the planet, and the most UNRELIABLE internet service possible - constant breaks in service, slow speeds, and their customer zone webs iste has been unavailable for approx. 99% of the time I've been with them. VIRGIN MEDIA IS A JOKE.
- Location
-
- Location
- Stanmore
- Reviewing
- Virgin Media
- Date
- 2018-06-02
- Comments
-
Worst service ever , they catch you with 12 month contract , when contract expire they will not contact you so you will find an surprice bill charge !! Be carefull
- Location
-
- Location
- Sutton Coldfield
- Reviewing
- Virgin Media
- Date
- 2014-12-19
- Comments
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Virgin Media just don’t seem to want me as a customer. They can’t, or surely they’d make some effort to complete the installation they started nearly 3 weeks ago. During most of which time, I’ve been without either telephone or broadband, because, of course, my previous provider disconnected my service, at Virgin’s request.
Apparently, Virgin need permission from the local Council before they can carry out my cable re-pull. And they need to give 2 weeks’ notice to the Council. Which I guess they did, as I had to wait over 2 weeks for my engineer appointment. Of course, the engineer never turned up, but I suppose I should thank Virgin for the minimal effort they made to contact me, just the day before the engineer visit was due, to inform me that he now won’t be coming for another 4 weeks. Which means I’ll have been without any service for a total of 6 weeks.
Why is it going to take 4 weeks now? Something about the poor Council being a bit overworked around Christmas time, apparently. Not Virgin’s fault at all, oh no. And no, they couldn’t possibly contact the Council on my behalf, to see if they could speed things up a bit. And no, they can’t really provide any more detail so that I could maybe chase it with the Council myself. But yes, they’ll certainly e-mail the nice lady in the Construction department, who’ll no doubt phone me back, even though she failed to respond to their previous e-mail; I’m sure she’ll manage it this time, if she’s actually in the office of course, though if she isn’t, it wouldn’t really be the done thing for one of her colleagues to pick it up instead, sorry.
The lovely people at Virgin Media do pick up the phones quite quickly, I’ll give them that, although they don't seem able to resolve any but the most trivial issues; never mind, they’ll gladly pass your query on to someone else, who may or may not respond (Kay in the Construction department, I’m talking to you.) And you can tweet them as well, obviously while you're at work, as you’ve no internet at home, but unfortunately the Twitter people just refer you to the aforementioned telephone advisers.
I could go on, but I have already, at some length. You get the message: do not attempt to give Virgin Media your custom, they probably won’t want it.
PS. The people in their billing department are quite good, though, they’ve managed to bill me already for my non-existent service. Employees of the month, no doubt.
- Location
-
- Location
- N1
- Reviewing
- Virgin Media
- Date
- 2015-11-13
- Comments
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We do have problems with speed all the time. Lately we spent 3 weeks without internet for which we had to spend hours over the phone with customer service to claim back a refund. We never received a notice or bonus for the inconvenience.
- 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
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-16
- Comments
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I have not yet come across a company that offers its customers such bad and inadequate customer service. A day prior to the installation date we were notified that the installation cannot take place due to permission needed from the council, this is unacceptable and has result in us having no internet and telephone line for 3 weeks. I would not recommend switching over to virgin, they are unhelpful, unreliable and a company that has no adequate processes in place to ensure they stick to their commitment dates. Singing up with them 3 weeks prior to the installation date, would have giving virgin enough time to stick by their commitment date, and gained the necessary permissions required.
- Location
-
- Location
- West Mids
- Reviewing
- Virgin Media
- Date
- 2017-10-20
- Comments
-
I am a customer of 8 years, Virgin dont hold that info so clearly arent concerned about how long you have been a customer. They have badly handled a new installation of media tv and internet. My virgin iphone had a fault for over a month and the installation took over 6 weeks. Don't use Virgin unless you have to, it's difficult to create a complaint and they never call you back. If you manage to get past the automated call system, all calls go to the Phillipines even if you are in regular contact with the UK over a fault. They cant put you through and email the UK and then UK call you when you are at work and you miss the call. The Phillipines will tell you all the engineers are male (1) the Equality Act 2010 hasnt reached them yet! They failed to bury the cable to the house and left it entirely exposed in the front garden, no-one has yet apologise and no-one has yet dealt with the complaint
- Location
-
- Location
- Ireland
- Reviewing
- Virgin Media
- Date
- 2018-01-26
- Comments
-
The worst network I have ever experienced. Absolutely terribly. The WiFi went every day and when we called them to ask for help they did nothing. Very slow, constantly cutting out. We live in the 21st century and if a service provider can not provide something as simple as WiFi, then they should not be in that sector. Do NOT sign up with them. Worst ever.
- Location
-
- Location
- St. Helens
- Reviewing
- Virgin Media
- Date
- 2018-03-09
- Comments
-
The worst broadband in the uk. Down more time than working. I pay for 50k speed but when I run a check (often) it’s more like 8. Every year they put the price up by over £2 you ring to cancel and they magically reduce the price still higher tho.
- Location
-
- Location
- Belfast East
- Reviewing
- Virgin Media
- Date
- 2009-11-08
- Comments
-
I am paying for 20mbps. I struggle to get above 6.6. The Modem was replaced 6 months ago and again its messing around. Customer service is automated system with an average of 45minutes hold listening to brain damaging music. When you get through they want your home wired network pulled apart and the modem plugged in directly.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-06-07
- Comments
-
Absolutely disgrace and disgusting service and company. Charging my father whose in poor health condition a phone bill that was off for 6weeks. My father has been in hospital for a long time only to come home to a phone bill from virgin media charging him a large amount even tho his phone was off for 6 weeks due too poor wiring. I have reported the problem twice within 6weeks and nothing was done. So how nice of virgin media to give him a bill for something he has used. Never use this company they are a disgrace
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-07-10
- Comments
-
Absolute rubbish! thesis guys don't have clue about customer service. They don't even apologise when engineers fail to turn up. No compensation. No phone line/broadband fixed though they say they did that from outside but it still doesn't work. Unbelievably bad. Steer clear...
- Location
-
- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2015-02-01
- Comments
-
I had a business contract with Virgin for about 5 years until they changed my call tariff from all-inclusive to pay-per-call without telling me. I only noticed after about 8 weeks and when I called them to ask what was going on they said I must have called them to change it myself. This incurred extra call charges of about £500! They refused to acknowledge their mistake or to refund my money, asking why I hadn't noticed earlier if what I was saying was true. This was just the last straw in dealing with them. They were consistently unreliable, incompetent and dishonest, and never apologetic. Unfortunately we have to deal with a small number of large telecomms companies making large profits with no real competition, which makes them smug, arrogant and complacent. They will all treat you badly at one time or another. Just don't trust a word any of them say. Never take their assertions at face value. Always take names and log complaints.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-08-17
- Comments
-
One of the worst companies I’ve ever had to deal with. TL;DR 3 short notice cancellations and very poor customer service. They use a call centre outside the UK that has people just reading off scripts and lying to keep your custom. No real communication seems to happen between the UK team and the overseas team. If you get 2 cancellations just go somewhere else and don’t hold out for the good deals they throw at you.
We got a new house and decided to go with virgin. Signing up for the medium bundle and we even got £50 off the install. 2 weeks later and 11 hours before the install was due i got a cancellation call. An engineer had been round and determined light construction was required to connect my house to the cable box, which is literally 6 inches away from my garden wall. 2 weeks later i received a call 2 hour before installation telling me a permit had been rejected to carry out the light construction. After talking to customer services i was offered £3 off my monthly bill. I also asked for some guarantees on the permit and was told they always go through on the second request.
2 weeks later i called up to make sure everything was set to go ahead the next day. The customer services confirmed everything was approved and works would be carried out the next day. 1 hour before install i received the cancellation call informing me i wasn't even scheduled to have work that day. The guy was pretty helpful and told me the problem was probably to do with if the pavement outside my house had recently been laid.
I called the cancellation team to cancel. The first guy i spoke to guaranteed construction would start that week, but the actual install wouldn't take place for another 2. "you will definitely see our van outside your house connecting the cable boxes within 3 days". He also told me that he'd reduce my contract down to a 12month one. I decided to keep it in place, as all other providers would also take 2 weeks. I then did some shopping around and went back on the virgin website to compare. They'd just reduced their contracts to 12months and cost down to the same I’d been offered. So basically they'd just offered me the new rate. I called the cancellation team back. A gentleman then said the rate i was going to get was actually £11 off my original rate. So I’d be paying £30 a month for 12 months, which was pretty good. Also he promised to send through my new contract showing all this asap.
3 days went by and there was no van, construction or contract. I signed up with BT who would install 2 days after if the 4th attempt didn't happen. 3 days before the install i could see no visible signs of "light construction" on any of my street or near the cable boxes. I cancelled and will never be using them.
At the end of the day if someone had said "The permit to start works outside your house might take 2months. When it's approved we'll contact you to arrange a date for install" i'd of happily waited. Instead they just lied to me.
- Location
-
- Location
- North Somerset
- Reviewing
- Virgin Media
- Date
- 2022-03-15
- Comments
-
Appalling customer service, call centre is in the Philippines, so line is distorted keeps dropping out. I called to cancel my installation many times, call kept dropping out, they don’t ring you back and read from a script when you ring back and try to tell them this is the fifth phone call to cancel installation and keep putting you through to different departments and every time you have to go through security with each department, even though it’s the same phone call. So glad I didn’t end up having my broadband with them, lucky escape.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-05-04
- Comments
-
Worst company/broadband ever. Avoid at any cost. Trust me they will rip you off!
- Location
-
- Location
- Smethwick
- Reviewing
- Virgin Media
- Date
- 2022-12-28
- Comments
-
Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2017-07-20
- Comments
-
I recently ended my contract with Virgin as they were increasing the monthly charges inspite of being on a fixed contract and were way too expensive than other providers. To end the contract without informing me they charged cancellation fee (although I had informed them within the 60 days notice period) as if they are punishing their customers for leaving Virgin. They are dishonest and unprofessional service providers.
- Location
-
- Location
- PAISLEY
- Reviewing
- Virgin Media
- Date
- 2017-08-03
- Comments
-
Absolutely horrendous . Broadband always crashing speed never as promised and no customer service has a clue what your talking about ad they are all indian disgraceful company
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2017-08-17
- Comments
-
Such poor service!! I went 4 weeks with no internet connection when first installing it. It taken me to use all of my credit, 4 days waiting in for engineers to do the same job and tell me the same thing, £20 installation fee and still had to pay for that month of £30! For them to say it was the IP address not working which they could fix in 2 days at their offices. The customer service was rude and nor helpful. All they refunded me on the next bill was 5 quid. Appauling.
- Location
-
- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2014-06-29
- Comments
-
Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!
My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
-
I signed up to Virgin Media and after two months of erratic provision I have attempted to contact help and support and concluded it does not exist. The doomed legends stating THIS PAGE CANNOT BE DISPLAYED and OUR AGENTS ARE ALL BUSY is imprinted firmly in my tired brain. If this is a provider purporting to be one of the best then incompetence and delusions of adequacy prevail.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-13
- Comments
-
Horrible broadband for two months. We were suffering from disconnections every 5 minutes. In return for more than ten support calls, I got only false promises. And incompetent personnel who are just reading the script and only know how to pinhole reset the router. I got new broadband but still battling for contract cancellation without a cancellation fee. Feels like a scam.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
-
Worst wifi ever used - slow connection so ordered a new hub yesterday which turned out EVEN WORSE. you get a 1% chance your wifi will work and even that's pushing it. Worst wifi ever never would recommend to anyone. Always problems with the hub and connection even when sitting right next to the box.
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2022-11-22
- Comments
-
First date was the 9th then 16 then 23 next they phoned from a call centre could understand the lady call not from uk they say now 1 ov December this is atrocious customer service I will be without Internet for two weeks. This is crazy
- Location
-
- Location
- Smethwick
- Reviewing
- Virgin Media
- Date
- 2022-12-28
- Comments
-
Very disappointed with this company, please do not use them, when I wanted to cancel the contract I was passed from pillar to post around various departments, they fobbed me off, hoping that I would get fed up and just hang up, that's another month of payment for them. I tried calling numerous times, in the end I just had to keep saying that I just want to cancel and nothing else.
- 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.