4,684 Customer Reviews over 118 pages
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2017-06-02
- Comments
-
Not a person who complaints but come on!!!! I'm so upset what I just experienced that I may be avoiding virgin media for the rest of my life! I wouldn't give them even half a star for a customer service! Awful experience!!!! When my flatmate moved out we transferred account onto my name. Fee of £20 for a transfer is not the problem here!. After sending them my direct debit details I was expecting new contract to be send through as it says "A NEW CONTRACT WILL BE POSTED TO THE NEW ACCOUNT HOLDER, THIS MUST BE SIGNED AND RETURNED WITHIN 15 DAYS". Never got one and now I got billed for over £120 because my contract changed from £31.45 to £45!!!!! Never signed for it! Phoned the customer service to hear that the bill is correct and the person who dealt with my transfer was new and need more training "that's all I can do for you". I'm a manager myself and would never expect a customer to pay for my team mistakes!!!!!!!!!!!!!!! Now I have to pay for something I never wanted which is not fair and in my point of view pretty ILLEGAL!
- Location
-
- Location
- Kent
- Reviewing
- Virgin Media
- Date
- 2017-09-09
- Comments
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I recently moved house and was contacted by virgin media because they said they could get me a fantastic deal. I wish I had done my research first!!!
Shortly after agreeing to the contract I paid a £25 deposit. I then got an installation date, however on that date an engineer never came.
I called virgin media and spoke to 5 different people to be told that they needed approval from my landlord. WHICH I HAD GIVEN THEM.
I get my landlord to speak to then directly and then they won't speak to him due to confidential reasons. Which made no sense.
After a 3 way call between me, virgin media and my landlord. They finally agreed.
Then a week later I received another call saying they wouldn't be able to install at my property due to electrical complications that the previous tenant had with virgin.
WHY DIDN'T THEY TELL ME THAT 4 WEEKS AGO.
So I had to cancel everything. I'm currently still fighting to get my deposit back and it's been 2 months.
Virgin are a joke and I'd never recommend them to anyone. I'll be telling people to steer clear!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-12-11
- Comments
-
Customer service is the worst, they won't listen to anything you say but try to charge you as much as they can and more. I moved house and I couldn't take the broadband contract with me as they didn't supply at my new adress no being given more options I had to go for early cancellation, I thought of some disccount on the cancellation fees as I understood it wasn't fully my own fault wanting to leave, I was on the phone for hours just to speak to someone and and make any payments, they will leave me for hours between transfer to different teams. The worst network company in my experience. 0 stars or less.
- Location
-
- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
-
Utter shambes. Virgin updated their systems knowing that this would cause loss of service to a generation of loyal customers who have been with them since the days of NTL. There was no prior warning. As soon as I phoned they explained that I needed a new hub but it is now 10 days later and they continue to fail to send us one. On Friday I called to explain that their system was yet to allocate a tracking number for our hub, only to be fobbed off by being told it would be sent over the weekend. Needless to say it is now Monday and no tracking number has been allocated, despite a promise to deliver by today.In short, this is contemptable customer service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-26
- Comments
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I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done)
I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again.
They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!)
Avoid this company. Avoid it at all costs as I have never had such a shocking time ever!
Honestly, I have wasted soo much and too much time with them.
(Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-04-20
- Comments
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I have contract with virgin media 50MB/sec and receive only 10.04MB/sec !! Virgin media charges me £ 103 while I am receiving around 10MB/ sec this is 10% unfair !!! This is one year they are saying " we have problem in your area and we will fix it asap" Here I tell all don't trust virgin media you will cause sever headache with them, DON'T waste your time and your money !!
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-22
- Comments
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Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
- Location
-
- Location
- Dundee
- Reviewing
- Virgin Media
- Date
- 2019-03-22
- Comments
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I wouldn't advice anyone to go with VM
there customer service is appalling waowaited 20 mins before phone was answered i couldn't understand what the other person was saying, got no satisfaction, cancelling my contract and going elsewhere.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2021-04-18
- Comments
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The absolute worst. My house move was meant to be so smooth, when we arrived, my account no longer existed, waited for a completely new setup. after a week, the setup was done, the bandwidth fell to 1.5 meg the next few days. They refused to send an engineer, the system does not allow it. Instead they would monitor for 30 days (keep in mind my package was 350, and I got 200 easily on day one). I spent at least 9 hours on phone tests, cut offs, complaints etc. Then trying to cancel, so far 3 hours, when I talk to someone, I get cut off half way through or sent to engineers to do tests again, THEY WONT EVEN LET ME GO. please please never go through this, just use anyone but them.
Update: now leaving them, praying they cut the service as per their email confirmation. Also reading around, they have major bandwidth problem all around the U.K. ( speed below 2 meg )
- Location
-
- Location
- Southend
- Reviewing
- Virgin Media
- Date
- 2016-12-01
- Comments
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I've joined virgin media by phone 6 months ago. When I joined they told me it was a 12 month contract and would only be 48 pound per month. I never received any letters until 6 months later when I was already joined and the letter stated I was in a 18 month contract and cost would go up to 85 pound after 6 months. I rang up immediately and told them I want to cancel now there trying to say I owe them 865 for leaving. VIRGIN MEDIA is a rip off and are not explaining there contracts proplerly nor are they giving people there cooling off period which is required by law. The goverment are fully aware of what they are doing because I've heard a lot of people telling me they had same problem. It's 2016 and the world is never going move on unless someone stops all this corruption and stop letting Bussiness like virgin rip people off. Never join virgin Ive moved to sky and I've got a better package for £31 pound a months explained in writing doing everything by law and really there for there customers virgin is just ripping them off and should be shut down and there customer service is ridiculous couldn't believe what they were like on phone. Trust me people please keep away from virgin you will regret God bless
- Location
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- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-03-11
- Comments
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Have been a VirginMedia customer since the NTL days (15 years). When they work the services are great - broadband and TV.
However, when they don't, customer service from VirginMedia is one of the worst I've ever come across.
And if your area is over-subscribed, then forget it! Typically over-utilisation issues take months if not years to resolve. Have been suffering from over-utilisation for over a year now, a supposed 200 Mb/s service averages 2-4 Mb/s during evenings and weekends. And there's no end in sight.
So before you sign up with VirginMedia, check very carefully whether your area suffers from over-utilisation, if it does, walk away very quickly!
- Location
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- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2015-04-24
- Comments
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UK'S worst broadband service. unqualified technical, sales team and order managers. Killed my 35 precious days for a new connection but say in the end there is no connection available for your area.
very worst services. Avoid.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-22
- Comments
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Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
- Location
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- Location
- Ampthill
- Reviewing
- Virgin Media
- Date
- 2021-08-08
- Comments
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A communication company that won’t communicate once you have signed the contract. WiFi signal is terrible, will never deal with again
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-09-10
- Comments
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Been receiving impartial service for well over 4 months.The customer service were challenging everything I was saying, yet they were speaking a load of bs.I requested an engineer out witch they ignored, I'll defo be getting disconnected soon as I line something up with sky or talk talk.As a person that uses internet pretty much all the time it's unacceptable.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-12-14
- Comments
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i have been using virgin media broadband and i got speed 213 Mbps wich I spouse to get minimum 50%wich is 100mbps even I don't get this I'm getting maximum 58 Mbps can't wait until my contract is finished sad with virgin medias service
- Location
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- Location
- maidstone
- Reviewing
- Virgin Media
- Date
- 2018-04-25
- Comments
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I am speechless about the total incompetency of this company.
Customer service calls some to India,some to Glasgow. They never resolve the issue or get it right.Six hours of my time spent on this!
Three engineers later and holes and wiring in my home that is unbelievable I am still without service . I have photos of damage to my property and I am going to take this to Watchdog. This is without doubt the worse company serviceI have ever experienced in my life .
- Location
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- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2021-04-18
- Comments
-
ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-06-28
- Comments
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Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
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The service was okay while I was with them but when I went to cancel they insisted on the full cancellation fee even though I've been with them for 6 years. I thought there would have been some courtesy for a loyal customer, if nothing else just to ensure repeat business. I could have switched when I moved, and I should have done.
- Location
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- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2022-01-28
- Comments
-
Absolutely dreadful service
Absolutely dreadful service. Have been unable to access my email now for almost a week. Contacted virginmedia 3 times spending over 2 hours on the phone then being cut off and the problem is still not resolved. Was told I would be contacted by them within 24 hours on each occasion and they never did. No access to important documents and information is totally unacceptable. Appalling service … avoid!!!
- Location
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- Location
- Shepherds Bush London
- Reviewing
- Virgin Media
- Date
- 2016-09-23
- Comments
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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
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2023-09-01
- Comments
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Awful service.
Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.
I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
- Location
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- Location
- Denny
- Reviewing
- Virgin Media
- Date
- 2017-01-30
- Comments
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Cancelled order, messed around with installation dates. The installation company is based in Edinburgh but you need to correspond with someone in the Philippines and they are closed after 1pm. The emails bounce back saying out of office. How Virgin are supposed to service small businesses in UK when they are only available to lunch time? Requested late November came to install 21st Decemmber then due to problems told me mid Jan it would be end of Feb. BT installes in 5 days new shop now up and running.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2020-08-23
- Comments
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Virgin Media are fraudsters, AVOID!
Virgin Media fraudulently signed me up to a new contract without my permission and then tried bullying me into accepting the new contract by making it virtually impossible to cancel.
They also threatened me with legal action if I didn't pay what they said I owed. I eventually managed to have the contract cancelled after hours on the phone.
This is disgusting behavior and I wouldn't recommend anyone use Virgin Media. They used to be such such a great company.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-10-11
- Comments
-
They want you to upgrade. Had Virgin broadband for ages, virtually never had a problem with it until this year. Keeps crashing so it kicks out of youtube and online games. Called them several times, they came and replaced the modem, after that it was still acting up so they replaced the cable. Still acting up. Restarted the modem numerous times. Every single time we called- they want us to upgrade. We don't want to uprade! We want what we're paying for already! Terrible! Go with a different provider.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
-
Installation scheduled, but it was a no show and there was no phone call. Yet another example of a wasted day waiting for nothing.
- Location
-
- Location
- Barkingside
- Reviewing
- Virgin Media
- Date
- 2019-01-22
- Comments
-
Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2019-04-08
- Comments
-
Virgin Media Business should be ashamed of their service and they should change their company's name to some **** company because they do not know how to serve costumer and they are more professional in scams than in providing internet to people. I have been patiently waiting since three months for their people to install internet at my store but every time they came with different excuses which i accepted because i thought such a big company won't lie. The tricky thing with their contracts is that on the very first day they know that there is going to be extra construction work but they won't tell you in the start. After waiting some time, one will accept any condition to get the service on and this is the point when the virgin media will ask you for extra money or upgrade the package. To be honest i will never ever recommend this company to anyone even if they are willing to provide the service for free and in one day because they will lie again and again! Better to be without internet than being a costumer with virgin media business. I would recommend them to change their name from virgin media business to virgin media SCAM!
- Location
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- Location
- Lancashire UK
- Reviewing
- Virgin Media
- Date
- 2020-02-08
- Comments
-
Dreadful service, horrible thieves (£43 a month for much worse than £15 a month) abusive ignorant staff, liars, trash, endless harassing phone calls, garbage equipment - awful animals
- Location
-
- Location
- Redbridge
- Reviewing
- Virgin Media
- Date
- 2020-03-24
- Comments
-
Problem almost everyday, no help just stupid pre-recorded messages ... the downtime is more then the uptime, they never seems to get the problem fix, they are really driving me crazy...new provider next year for sure !
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-07-27
- Comments
-
Probably the worst broadband service in the world,
please avoid at any cost!!!
This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem.
Avoid if you don't want a big headache!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-12-04
- Comments
-
"Internet", this useless company cant keep the internet up for more than a few hours before disconnecting for 10 mins and when it does come up, the quality of speed is pathetic, even the most basic of things like youtube lags like crazy, let alone, netflix, twitch, whatever game you might be playing. They guarantee a certain down and up speed, which they don't even get close too, breaking they're legally binding contract, they are modern day bandits and will soon enough get sued to bits, don't ever sign up with these clowns, and fyi i live close to central London, how can the net be so bad when i'm on fiber optic a stone through away from the biggest capital city in the world? Jokers.
- Location
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- Location
- Dartford Kent
- Reviewing
- Virgin Media
- Date
- 2018-03-22
- Comments
-
ONLY JOIN VIRGIN IF YOU WANT TO RUIN YOUR DAILY LIFE !!! Worst customer Service ever you could possibly get, unprofessional, unorganised no basic manners and etiquettes on how to talk to customers. Customer Service staff and Management are disgraceful and are utterly confused themselves regarding their policies and rules. every month you got higher bills than your contractual price without using extra services and every staff gives you different information each time. they shout to the phone (one of manager -Ms MANDY shouted over the phone when I asked regarding my contract which they made mistake) if you asked question on their faults. Don't know how she became a manager who cant answer to customers inquiry. shameless and manner less customer service behaviour ever.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-06-02
- Comments
-
Shocking! No even close to getting what we pay for. The broadband is up and down all week long. Get told over the phone there is nothing wrong when we can clearly see there is. Do regular tests and we have a package for 150mbps-200 and we are getting 5! Yes 5! Virgin media are very poor and don't recommend to anyone.
- Location
-
- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
-
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-03-09
- Comments
-
was ment to have virgin installed at my address on the 2nd of march took time off work, appointment between 8am-1pm, how ever it comes to 1pm on that day no one has arraived so I call them, I then get advised that my appointment has been canceled.....when I ask why it was due to people who lived there before had multi accounts in debt, when I had again confirmed how long I lived there "laura" advised she would get this sorted and give me a call back, oh guess what no call back, so after chasing them for a week, they turn round and say that due to the debt they will not give me virgin unless I can provide them with photo ID and 3 YEARS worth of proof of living at a different, address, then advised that even when I sent this in could take up to another month before I can even get there service Install and failed to compensate me for loss of Earning due to having to take the time off unpaid. so after failed appointments broken promises and me having to do all this bulshit just so it can go to there Fraud prevention team just gonna go to sky service good and there BB and TV is Decent, just hope I can get my 25 pound back
- Location
-
- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2015-04-25
- Comments
-
I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-09-05
- Comments
-
Avoid like the plague.
When things are working, it's great, its just exceptionally rare.
Between a service that goes up and down more often than a cheap hooker, and down periods stretching into days or weeks (currently on week 4 of the current down period) you'll be lucky to get anything close to what you're paying for.
Not to mention the vacuous staff who have no idea what's going on, the sales staff who call you constantly to try and keep you on their service that doesn't work (If they spent half as much time fixing the problems they could fire half the sales team) and the engineers who are at best wildly incompetent.
As a non religious person, I'm praying that these guys go bankrupt as soon as possible so they stop scamming people.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-04-07
- Comments
-
I'd give them 0/5 if I could! They've had sooo many chances to improve our woeful broadband, even having visited our home multiple times. We've still been left with p'poor internet, which has been sooooo frustrating, and all they've wanted to do is tie us down to a new contract. We've been counting down the days to leave and it's nearly here. Can't wait. AVOID!
- 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.