4,684 Customer Reviews over 118 pages
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
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It seems that since virgin was purchased by talktalk the broadband service has fallen apart.
The reliability of the the service is rubbish, down time is excessive every couple of days no internet connection.
My advice, steer clear of virgin media broadband. I would not recommend them to my worst enemy.
The worst thing, they expect you to put up with the rubbish service and still pay the bill each month.
Avoid, avoid..... You have been warned. I'm tied into a contract and cannot exscape....don't risk the same.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2021-12-15
- Comments
-
Never trust this rubbish provider. They confirmed the installation is 8th Dec. After disconnected from the other provider, on the night of 7th Dec they decided to move the installation to the 4th Jan !!
I claimed compensation for the disturbance they caused to me. They offered a bill credit. I complained about the disturbance they caused to me and requested a temp internet. They said they will send a dongle. This should been received but never received and whenever I call them they keep transfer me from one to another until my call is disconnected !!!
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-03-26
- Comments
-
Virgin media has reputation not able to provide the full internet speed as they describe at the time of sale. If you look most of reviews, most of customer have internet speed issue. They also have poor customer service that mean they don't listen once the customer is bound in the contract. Please think about 1000 times before going into rubbish contract.
- 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
- Smethwick
- Reviewing
- Virgin Media
- Date
- 2022-12-28
- Comments
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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
- Smith
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Comments
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Vey bad company!! Please stay away from them! Today is another day i cannot work from home because they couldnt sort it out their broadband issue inmy area since July!!! 4 months! They have also rubbish customer service. Paying £65 per month and cannot get any service from them!
- Location
-
- Location
- Sn21pp
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
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I wouldn't recommend to anyone there costumer services there rude they always lie and twist things there internet is so poor its always down and there TV packages are through the roof we are leaving them after being with them for 6 years they are rude rude and more rude just won't your money for a crap service
- Location
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- Location
- Snaresbrook
- Reviewing
- Virgin Media
- Date
- 2016-11-08
- Comments
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Very poor and unfair service, I have been with Sky since the 90's, I only got virgin media as I moved to an area that was cable only due to dishes not being able to be put up. When sky could not provide me with Sky TV, the canceled the whole package without any fees. Now I am moving again but virgin want to charge £200 because they can't provide their services to the area I am moving to. Avoid Virgin media, its just using the virgin name to deceive people.
- Location
-
- Location
- SO31
- Reviewing
- Virgin Media
- Date
- 2014-12-26
- Comments
-
Broadband speed vary variable, occasionally very poor, which I believe is a BT line problem
- Location
-
- Location
- Solihill
- Reviewing
- Virgin Media
- Date
- 2017-04-20
- Comments
-
Aboustley utterly disgracefully disgusting service I would advise anyone thinking about joining virgin to forget it nothink but a joke.me and partner working professionals and I booked today of work with insight that a technican was coming out to install it all,I've rang up to double check and apparently thier isnt even a call log to say we have spoken to someone yet we got thrown in to have a sim card thats part of the package and funnily enough that's all they can see on the system.yet the woman spent an hour an half on the fone organising a technician installation that hasn't even been booked after asking a 1,000 questions and seemed stupid like she didn't have a clue about her job.virgin media fix your self up.thiers one word and that's disgusting horrid people to speak to and deal with.gone elsewhere.
- Location
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- Location
- Solihull
- Reviewing
- Virgin Media
- Date
- 2021-06-01
- Comments
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I opted to switch from Sky to Virgin Media on 24th December, as Virgin are currently the only fibre provider in our area. I cancelled my contract on 1st April - at which point they hadn't even installed it!!
I had engineers come out to the house on 3 separate occasions - which was on top of the occasion when someone was meant to come out, but no-one bothered & I didn't even get a call/text/email to let me know.
We live on a main road, but they had to do some external work to fit the cable (which the engineers said was a "standard job that they do all the time"). This work was pushed back numerous times to the point where they said my next installation date was April & by that point I'd given up. There was a month or so in there when one of the other utilities were digging which held things up a little (before their "customer experience" team try to reply & justify the delay), but the work should have been done months before this started & I left plenty of time afterwards before I cancelled it.
Trying to contact them was impossible & when you did get through it was to an Indian call centre who had less information than I had, so that was completely pointless - they couldn't give me any information whatsoever.
I'm really glad that I did cancel it, as since telling others of my experience it seems I'm far from alone with the implementation problems & the service only gets worse once you're a paying customer!!!
I'll be sticking with Sky & waiting for Openreach to upgrade us to fibre.
- Location
-
- Location
- Solihull
- Reviewing
- Virgin Media
- Date
- 2017-10-27
- Comments
-
Disgusted Don't ever have broadband off these frauds. Broadband speed up and down and only move 1 room away and lose it. Paying for 100mb got 2.11 today downstairs. Unable to get Engineer round after 6 calls and was cut off after 42 minutes on last one. Phoned to cancel and promised an Engineer today. Waited in all day nobody came. Bunch of liars.
- Location
-
- Location
- SOLIHULL
- Reviewing
- Virgin Media
- Date
- 2021-08-10
- Comments
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When you need the most it's stopped. Not reliable, I wouldn't recommend.
- Location
-
- Location
- Solihull
- Reviewing
- Virgin Media
- Date
- 2018-08-01
- Comments
-
Far too expensive, speed no where close to what they advertise, customer service hopeless,they gave me a discount for being a loyal customer then took it off me 12 months later. If that's the way they treat loyal customers i'm off!
- Location
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- Location
- Solihull, United Kingdon
- Reviewing
- Virgin Media
- Date
- 2024-03-11
- Comments
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I wish I could have given zero starts to the customer retention policies. All deals are for new customers only. For loyal customers who have been with the company for longer years, it is nearly double the price for the same package. Ridiculous !!! Doesn't UK consumer rights not applicable for customer retention ?
- Location
-
- Location
- Somer
- Reviewing
- Virgin Media
- Date
- 2021-08-05
- Location
-
- Location
- Somewhere
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
-
Very bad internet, have been getting hit offline by a group of hackers for ages and they can't do anything about it, General Bad Internet Connection, Closes randomly.
- Location
-
- Location
- Somewhere
- Reviewing
- Virgin Media
- Date
- 2021-07-01
- Location
-
- Location
- South Bucks
- Reviewing
- Virgin Media
- Date
- 2016-07-30
- Comments
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Truly horrendous. Avoid at all costs. We were with Virgin for several years and faced repeated poor broadband speeds with poor technical support. We moved house. Virgin agreed to transfer the broadband with us to the new address on the day of our move. The night before we were due to move Virgin called and said they continue instal broadband at our new address - it would take 8 weeks to get it set up. In essence Virgin shamefully and bare fadedly lied. Customer service is hideous. It's impossible to speak with anyone. You just keep going round in circles according to various automated voice menus. I cannot strongly enough say how poor the service has been.
- Location
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- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2017-11-15
- Comments
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Any1 looking for broadband go to SKY, SKY hasbetter customer service with correct advise, been with virgin for a year, will NEVER go back to them or recommend them, over priced & charge you even if they not providing a service took them 2 months to get my land line working which I still paid for. Phoned to give 30 day notice and went back to SKY , still got charged for further 2 months cause apparently I need to give 30 day notice. After 3 call my 30 day notice was finally placed.
- Location
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- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2016-07-09
- Comments
-
Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
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Good luck if service is working as advertised. Engineer made a poor job of reconnecting old service, cables frayed and exposed. Customer service overseas utterly incompetent. Prolonged service outages, with ever moving fix schedule. Avoid at all costs if you need reliable connection.
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-06-19
- Comments
-
What can I say, Virgin support think it's perfectly fine for a whole area to be down for four days. It's fast when it works, it's just the slowest when it doesn't, which is often. Worst customer experience ever, and cost me to get rid of it. Will never go back. Try working from home when your broadband is down for four days. Just plain BAD. Avoid.
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
-
I've been experiencing constant problems for the past 2 years. As the speed and reliability got unbearable, I finally changed to Sky today.
- Location
-
- Location
- South east
- Reviewing
- Virgin Media
- Date
- 2018-07-20
- Comments
-
No issues with my broadband. But I'm constantly overcharged. I don't want a home phone, don't have a phone but of course virgin play their games and make you have a line. Every month I get call charges on a link without a phone plugged into it. When I ask virgin to look at it they threaten a £90 call out charge if they don't find a physical issue on the line. I'm stuck with them for now as theirs an early exit fee. This whole thing feels like a cartel. Will be leaving once my contract is up.
- Location
-
- Location
- South East
- Reviewing
- Virgin Media
- Date
- 2015-01-07
- Comments
-
No loyalty to long standing customers. 100,000 of their broadband customers abandoned and sold to TalkTalk with only 4 days notice in Dec 2014 just before Christmas. Webspace lost with just 4 days to back up and move before being no longer able to update and email addresses will be lost after 90 days. They have also made it difficult to transfer to another ISP. Despite being given a MAC code and transferring our service to BT within the 4 days they then took it back from BT and transferred it to TalkTalk with no authorisation. Still not got it back to BT yet though hopefully this will happen now that I have a second MAC code. Absolutely no consideration given to their customers. I am appalled by their behaviour.
At least 3 months notice should have given to allow customers to transfer their accounts, web space and email to an ISP of their choice in an organised way. Only then and after clear notification offer the 'hassle free' transfer to TalkTalk.
Hassle free is a bit of a joke as many customers including myself found that with TalkTalk the email immediately stopped working as the settings in our email client needed to be changed and as stated previously web addresses and email addresses will ultimately be lost.
- Location
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- Location
- south east london
- Reviewing
- Virgin Media
- Date
- 2020-05-06
- Comments
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Virgin Media should be renamed Virgin Merdia... No internet, if you EVER managed to get to speak to someone they will send you a new router which will work for one month. There is NO customer service - not even a note anywhere saying anything about it. They will charge you over the odds (I pay £50 a month for ONLY broadband) - they will not fix problems, EVER! And then, they will send you email telling you how 'your speed has been boosted!' - now imagine you buy a car that won't start, and the manufacturer bombards you with messages telling you how fast you can travel down the autobahn!!!
Who effing cares for download speeds of a million times faster than the competition, if you can NEVER use your internet connection?
Liars, thieves, incompetent dumbwits!
- Location
-
- Location
- South England
- Reviewing
- Virgin Media
- Date
- 2019-02-08
- Comments
-
Only just joined virgin media but get the impression they are a load of cowboys just want your money do not now what customer service means
- Location
-
- Location
- South Glos
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
-
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
- Location
-
- Location
- South Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2014-07-09
- Comments
-
Have been with Virgin for nearly 5 years - thought about levaing a few times but been promised better BB speed and stayed. I asked them in October (with monthly reminders to confirm my contractual notice) as they frequently upped the price with no notifications. I got a response from someone in India saying they had a contractual right to up the price when they liked - I pointed out that the contract actually says with notice. I asked them to confirm when and how they had provided notice to me of the price rises - no response despite reminders. I asked them to escalate this as a formal complaint and they responded from India to say it would be dealt with in 28 days - that was in Jan and still waiting! The service itself was rubbish and frequently hung or disappeared completely.
If you want poor customer service and a poor product that doesn't deliver then Virgin is the company for you. The only thing they do efficiently is up the prices and take your money.
- Location
-
- Location
- South Hampshire
- Reviewing
- Virgin Media
- Date
- 2017-01-18
- Comments
-
Each evening, during the week, the speeds plummet to around 1-3mb, with a ping of 500+. This makes gaming near impossible, and watching any sort of streaming service means you have to pay homage to the buffering demon.
While speeds are fine during the day, it is around 4-5pm that the speeds really fall, and become about as useful as using cup and string to transmit data.
- Location
-
- Location
- South Kensington
- Reviewing
- Virgin Media
- Date
- 2022-11-05
- Comments
-
WIFI is usually fast and up to expected speed stated in the package. We used the 200 MB student plan. Occasional service outage especially during heat waves in summer, unfortunately due to the old infrastructure in our area.
Satisfactory customer service. Waiting time is usually around 40 minutes, better than most other companies (for example the energy companies, try not to be a customer of SSE btw). Installation was quick and on time. We were able to cancel the service on the Whatsapp Customer Service, which took about an hour of discrete chat with one of their moving team members. But the response was concise and helpful. Personally I find this reasonable given the huge demand.
It took 3 months for them to send us the self-return package though, although that has not incur any extra charges.
- Location
-
- Location
- South london
- Reviewing
- Virgin Media
- Date
- 2018-10-20
- Comments
-
One star is way more than what they deserve!!!
I have been cherged for a new broadband to be delivered at my house (still waiting and it has been 3 weeks) and when i’m calling the customer services, if i’m not waiting for ages, i’m being transfered to another service...
Bottom line no know can help me or seems to know why i can’t get my contract started, why there is no account under my name (but yet they took my money) and even better no one is willing to give me my money back.
Worst services i ever had in years!!!!!!!
- Location
-
- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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There's an issue at least once a month and it takes for ever to solve it. Been without broadband for more than 24h now. The technician was supposed to be here within 4pm. Than they called saying he'd be late and come before 5pm. It's past 5 and haven't seen him or heard from anyone. Awful service.
- Location
-
- Location
- south london
- Reviewing
- Virgin Media
- Date
- 2020-09-01
- Comments
-
Bad service over the year of the contract, broadband interrupted constantly - which obviously was annoying working as an NHS worker from home.
They are unprofessional and behave like 5-year old children - I complaint several times and the only answer to my complaints was that they called me back but could not reach me - which was NOT true as I had not received any call.
Due to MULTIPLE problems when I cancelled my services with them, I asked to speak to a manager and I was told that "they would call me back". Did not happen. I called them back several times asking to speak to that "manager", who finally called me and hung up so quickly that I could not even answer the phone!!! I called them back and am still waiting for the call of the manager... (for more than 1 month!!)
The customer service is too ridiculous!!!
As I cancelled my account they said that I had to send back my box or they would charge me 100 pounds. I explained that I was self-isolating and could not go to a collection point and I was answered:
"just drop the box, you will not have to go wait in the queue or talk to anyone there"
- Location
-
- Location
- South london
- Reviewing
- Virgin Media
- Date
- 2017-11-16
- Comments
-
I signed up with virgin end Sep 2017, since we had 2 outages, without any previous notification, the first for 48 hours, the second 3 days and still on going, when we called customer service, we got an automated message with a date by which the problem will be solved, and this date keep on moving without any other explanation.
Very frustrating and unprofessional, no respect for client
- Location
-
- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2017-01-03
- Comments
-
While virgin had a fault in the area it took 6 months for them to admit it, after wasting my time resetting routers etc. Promises to fix then trying to charge me for leaving, Terrible customer service.
- Location
-
- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2017-06-17
- Comments
-
Was with Virgin for a couple very good years before we had to move and they couldn't supply service in our area, so then we had to go with TalkTalk - which was horrendous - but at least got our speed to a reliable 64Mbps toward the end of our time with them.
Job offer came up in London and after the service we'd had with TalkTalk, imagine my joy when I found out we could switch to Virgin again. After the switch, I noticed the 100Mbps we were paying for wasn't happening, I was getting about 3Mbps at peak times with wireless (only on my computer). Giving them the benefit of the doubt, I decided to take their advice and go wired. Speed was great for a month or two - I was getting about 90Mbps - but in recent weeks its just done a complete 360. I've had speeds as low as 0.5Mbps.
After calling, I was told that there's a fault and that they would text us when the fault was sorted. No text, but after a restart a couple days later, our speed was back up only to drop two hours after. A couple days after that, our speed was back to normal, which I enjoyed for till Friday this week (had me down to 4Mbps). So I called them again and they said they're upgrading the service in our area to deal with the high demand. I believed them till I looked on the internet. Lots of people making complaints and getting the same line.
Thinking about moving providers, but there doesn't seem to be any ISP that provides consistently good service. I wouldn't advise going with Virgin if you're thinking about it, they seem really overrated now.
- Location
-
- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2020-11-22
- Comments
-
I have been a long term customer of Virgin Media broadband as it is part of the TV package. However, for the last 12 months the internet is extremely bad! Continuously cutting off, which is annoying whilst I conduct video calls whilst working from home.
I have now cancelled my subscription and hope they improve in the near fututr.
- Location
-
- Location
- South Manchester
- Reviewing
- Virgin Media
- Date
- 2014-10-04
- Comments
-
Since the time i was forcefully told to upgrade to fibire optics being loyal customer for last 10 years + I m having night mare i might have called the help desk i guess 10-20 times all the time it is standard type reboot your modem log on do these and do that. The issue of connection drop of never resolved all the time engineer comes either replace the router or tell me that there is card issue in the area it has been going for last 2 months with no end in sight. Also they give advt about Usain bolt etc they should focus of customer services not ripping off the money.
- 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.