4,684 Customer Reviews over 118 pages
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-01-03
- Comments
-
This company is so dishonest. They promise you one thing, suppose to have logged it onto my account, but then say they never said that. I called to ask when my contract end in November and they told me in January. They gave an upgrade price and I said would think about it. I called back to renew at that price and another person told me I can have that price but can renew on January 3, as my contract notice date is that date. I said, but normally your price changes. They assured me that price won't change as it's logged onto my account. I should call on Jan 3 and renew then. Trusting him I did this, but was told; sorry, the price has changed!
Knowing how dishonest companies are, I wanted to renew back then but was told to wait. I wanted them to listen to the recording we had, but they said that was unavailable.
Don't trust them. Worst customer care!!!
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
-
Very poor service. Have had issues in the past with internet speed dropping and having to call in for them to reset which they did while on the phone. But unfortunately it would slow down again. Yesterday lost all services with Virgin, internet, telephone and tv. Was told after a very long call that nothing could be done for 5 days and then they expect you to take time off work to be at home. Not acceptable, have my own business and need the internet to work in the evenings to catch up. Not a happy customer at all. No explanation as to what is wrong only that the area is busy at the moment so cant get an engineer out. DO NOT sign up to Virgin totally unreliable.
- Location
-
- Location
- SOUTHAMPTON
- Reviewing
- Virgin Media
- Date
- 2022-03-01
- Comments
-
If I could leave zero stars, I would. I have been with then for over 10 years but this is it. They disconnected me for no reason. I called to cancel my contract and I had 30 days cancellation period from date of call but to my surprise, they disconnected me in less than 24hrs working day. I called on a Friday evening n I was disconnected Monday evening. Since then I have been calling and they keep passing me from one perso to the next. The most annoying thing is they all say I have been reconnected and should use the Internet in few hours but when I called again the next day, I was told nothing has been done and I am still disconnected. Why lie? Avoid at all cost. Service is always down everyday anyways!
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-02-25
- Comments
-
What a load of rubbish, paying for 100 mpbs but only getting 2.34 and they keep doing tests and passing me around no one knows what they are doing. Lucky i had to give them any stars. Would like to how you charge us so much even though we don't get what we pay for
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2021-08-25
- Comments
-
Truly awful customer service, to the point of lying about payments made and contract obligations.
Customer service operators are obstructive, unhelpful,but you are forced to deal with them as the website makes it effectively impossible to alow you to give notice of your desire to terminate your contract. AVOID AVOID AVOID
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-05-25
- Comments
-
They were doing so well then they added a non stated excessive charge for receiving a paper statement that was already billed by the time I got it.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
-
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
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-10-27
- Comments
-
Just wanted to WARN existing Virgin customers about unfair “contractual” termination charges!-was just ordered to pay an extra £60 as Virgin I moving and they cannot provide me with the service after I move. I was with Virgin for well over a year but had to switch to cheaper service recently as couldn’t afford their premium charge -Now it is their payback time!
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2019-08-20
- Comments
-
The broadband speed and reliability were perfect and didn't have a single issue for a year. Then I had to leave due to move and had to interact with their customer service, which is atrocious.
- had to wait over 50 minutes on wait line just to tell them I wanted to leave, this was a week day during a work time when there shouldn't be too many callers. Apparently it's too complicated to put the option to leave on the website.
- I was overcharged on my final bill. Not only do they not properly notify you, they do not reimburse you automatically. Unless you notice and go through the same process of calling of trying to call them, your money is gone.
- I have them 5-6 weeks notice before my move. They failed to send the box for returning the equipment. One month after moving address I get threatening emails that I will be charged £40 of I don't return it. Contacted the costumer service and asked to resend the box and to push the deadline for returning the equipment, as it was not my fault. They refused to do so and said I will be charged and this will be waived once I return it. Whilst I might not miss the money for a week or so, I imagine there are people on budget to whom £40 disappearing from their account might cause trouble
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2024-02-24
- Comments
-
I did a contract with virgin and the price was 55£ for broadband and tv. In the contract it says that the price would go up at month 19. But a few months after the contact done, they increased the payment 16% and said that it was the crisis and increased cost of something….this ia an abuse as this is not the normal increase due to inflation…..
I don’t care about the smalll letters in contracts saying that they can increase the prices durin the contracts. I just think that they don’t care about customers and they place this conditions in small letter on purpose to increase prices whenever they can for the most stupid reasons they can find.
Very disappointing
Patricia Duarte
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-11-20
- Comments
-
Broadband is fine when it works, but cuts out multiple times per day. If I can get through streaming an hour episode of something it's a minor miracle. When I phoned them they just told me to turn it off and on again, they weren't interested in trying to diagnose the problem.
When I tried to transfer to talk talk, I was told I had to do the landline first, then couldn't cancel broadband or TV until after that - so they get another month of payment from me. Worst broadband service I've ever had, stay away.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2020-05-14
- Comments
-
0 stars it should be. I signed up with this awful company, tempted by the promise of superfast optic fibre connection, have now ended it after a year of slow speeds, eg last night, less than 1 Mbps, all evening. Customer service is rubbish, they always just tell me that the service is working, after supposedly 'testing' the line. Long waits for the call centre, they now charge me £46 per month for the worst broadband i've ever had. Am so glad that I didn't try to save money by getting my phone contract with them too, after a year of internet cuts, eg 3 hours occasionally, the phone with a different company was vital. In short, don't touch Virgin with a bargepole, I last used them 20 years ago, and they haven't improved a bit.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-11-24
- Comments
-
Never could I have imagined a service this bad in all my wildest dreams...
I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.
I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.
You call for help, you deal with people in India.
You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...
There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.
Stay away from them at all costs!
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2020-03-05
- Comments
-
Record every call!
Such a shame when the excellent broadband fails and you have to speak to a customer service representative, after a 35 minute wait the 1st rep just hung up on me during booking me a technician appointment. 2nd one immediately upon requesting his name and reference number he just gave me a name and said everyone in India faults knows him!
Third time I recorded the whole conversation and got a plausible answer and a complaint ref no:for a refund of loss of service
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-08-28
- Comments
-
Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
-
I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
-
I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-12-16
- Comments
-
Been with Virgin media since they were NTL and always satisfied but they have been pushing prices up. I found a good virgin deal on line but they would not let me have this as I was not a new customer. Another example of new customers getting better service than long sending ones. Out of principle I swtiched to BT. BT only offer 57 Mbps against 70 from virgin so was unsure if it would be as good but virgin only ever achieved 30 Mbps over the wifi at the tablet. BT are achieving 50mbps and their hub signal is better. So far I don't understand why I did not switch to BT sooner.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-04-21
- Comments
-
I signed up to a recent offer, £30pcm for 100MB broadband with phone line thrown in for free. Almost 8 weeks later and no phone line still. Because they didn't install phone line they didn't charge me correctly, so I ended up being charged an amount by direct debit that was false. Customer service team are a bunch of idiots, call centres abroad, get cut off after explaining problem to numerous people. Shambolic service while Branson no doubt swans around creaming the profits. I'd rather pay more and receive proper service. Cancelled with no penalty as Virgin Media in breach of contract.
- Location
-
- Location
- Southampton, UK
- Reviewing
- Virgin Media
- Date
- 2014-11-06
- Location
-
- Location
- Southbourne
- Reviewing
- Virgin Media
- Date
- 2018-05-18
- Comments
-
Do not waste your time getting Vigin in the Southbourne area. They can’t provide a reliable service at all. I have just been told I will have no internet for the next 5 days. That is 6 days without internet. This is the second time this has happened to me in the last three months. Apparently, they will compensate me but it does not make up for the fact that I need internet for work and that they did not compensate me last time it happened. Nit inly that but no email to warn me this was going to happen. I will leave them as soon as I can!
- Location
-
- Location
- southbourne
- Reviewing
- Virgin Media
- Date
- 2017-05-05
- Comments
-
disconnected my internet connection without my permission, 48 - 72 hours to get reconnected still nothing, only a sorry no compensation or anything useless customer service been with them for years. wouldn't waste your time with them use a different ISP.
- Location
-
- Location
- southend
- Reviewing
- Virgin Media
- Date
- 2019-08-09
- Comments
-
I've been with VM for over 11 years. In that time, I think the internet has gone down only a handful of times and it has been consistently very fast.
The reason I'm leaving them is cost. I'm basically on their minimum package but still getting charged £60 a month for 70Mbps internet. That may be reasonable value, but I just don't need that speed. And they're unable, or unwilling, to offer me anything less.
Trying to actually leave them has been fairly stressful. You can't cancel on their website, or via email. Nor do they make their postal address readily available. You have to go through their awful call centre. If you go through the menu to leave VM, you'll be put on hold for half an hour and then get through to someone who can't actually perform the task that the menu took you too. They then put you through to their retentions department - another half hour wait.
After countless attempts to actually talk to someone who would cancel the service, and failing, I ended up finding their postal address on the VM forum, and sending a cancellation via recorded delivery.
It's one thing to try and encourage customers to stay, I was initially quite willing to be persuaded, but after this experience I can't wait to be rid of them. They seem intent to obstruct you from leaving, and they do it in a "you can't do that" rather than "what can we do to make you stay" sort of way.
Got a BT line installed the other day. It's 1/10th of the speed. It has several computers, phones and catch up TV boxes attached to it. No one in the house has noticed any difference and the wifi is actually better.
- Location
-
- Location
- Southend
- Reviewing
- Virgin Media
- Date
- 2016-12-01
- Comments
-
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
-
- Location
- Southend on Sea
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- Comments
-
Not good! Like dial up speed in my area. Pay £40 a month for soddin' "Freeview" and waiting 10 minutes for my browser to work (seldom).
Oh, I get phone as well, which if you "Look at it" will add £10-15+ to your monthlyly bill.
For crap TV, dodgey internet and rip of phone charges!
Feel the Love Virgin!
Ta, for the Fish!
John
- Location
-
- Location
- Southend on sea
- Reviewing
- Virgin Media
- Date
- 2017-01-11
- Comments
-
I had a call from Virgin media offering me a great deal, I had been with sky for 27 years and never had any issues. I joined Virgin and the install of 4 x TiVo boxes, phone line and broadband happened on 22 October. Virgin told me I would not be without any of my services and it would be an easy switch. Boy oh boy, what a mistake I have made. Firstly the install engineer said there was a fault on the phone line and he needed to get a dedicated engineer out and said one would be with us on 28 October, I took day off work and no engineer arrived, despite getting a text the night before saying they would be coming. I thought someone would get in touch to apologize and explain, but nothing, not a dickie bird. the TiVo box in the kitchen was taking 25 - 30 mins to start up, after less than two weeks the TiVo box in the bedroom started giving an overheating message. The broadband just dropped off all the time and if you rebooted the router, it takes around 25 mins to reset and start up again. So after a month I called Virgin and yes the guy I spoke to was apologetic and said he would send a 'Senior engineer out and sort out the issues. He also said he could sort the broadband issue out from his end, how? do they deliberately withhold your signal until you complain? The engineer arrived on 10 December, replaced the Tivo boxes in the bedroom and kitchen and said the phone will be ok but he has to do something at the exchange. Replacement TiVo box in kitchen was just as bad, taking ages to start up. broadband not much better and still no phone. With Christmas coming I left it. I called at the start of January threatening to leave as they were not delivering on what I signed up to. A third engineer arrived on Saturday 10 Jan and said that the wrong phone socket had been wired up. We now have a working phone. I signed up for 12 months in October 2016 and I will be going back to sky as soon as I get out of the contract with Virgin.
- Location
-
- Location
- Southend on sea
- Reviewing
- Virgin Media
- Date
- 2017-01-11
- Comments
-
Maybe this all needs to be highlighted to Watchdog, get them on Virgins case, They could do a full rogue traders program just on Virgin media.
- Location
-
- Location
- SOUTHEND-ON-SEA
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- Southend, Essex
- Reviewing
- Virgin Media
- Date
- 2017-08-16
- Comments
-
Have been with virgin for a good few years now. I have finally scraped the money together to leave them! Phone call after phone call to customer service, noone wanted to help me so they kept passing me onto different representatives. My contract was renewed TWICE without my know how. Internet is very poor here not even able to watch short videos or do any basic browsing. I have had over 5 engineers out in the past 3 months alone, not to mention previous years. Considering I am paying £50+ a month I expect the service I am paying for which I am not yet Im still unable to leave the contract without paying the early leaving fee!
- Location
-
- Location
- Southmead
- Reviewing
- Virgin Media
- Date
- 2014-10-18
- Comments
-
Where do I start...I've always been a Sky customer but since we heard that Virgin is so much better, we ordered the Big Kahuna bundle and noticed that we don't have most channels and we just got it a month go. Called them, spent hours and days trying to figure it out. Next day, woke up to no internet or tv service. Called again, they had sent the bill to the wrong person and accused us of not paying even when we explained that we had not received a bill (although what did I pay these 130 pounds for if I got the wrong bundle and altogether maybe 25 channels out of 250 promised and internet that comes and goes). And it's been a month now and still, absoulutely nothing.Internet comes and goes and all they want is money and more money for service they do not provide. Stear clear from Virgin, Sky all the way. Customer service is not the worst but no one has apologised or anything.
Very poor.
- Location
-
- Location
- Southport
- Reviewing
- Virgin Media
- Date
- 2017-04-13
- Comments
-
I've just switched to EE due to the fact virgin could not offer me much in the way of a new deal (I don't think they are great at looking after existing customers) and the speeds I'm getting didn't warrant paying £40 a month for. I paid for the 50mb speeds but got nowhere near that, downloading games on the Xbox was particularly slow. The cancellation with virgin was a nightmare they won't just accept you're ringing to cancel, starting telling me what a terrible decision moving to EE is and that I'm a 'brave lady'. Still even at that point they couldn't match the price EE offer and I had to laugh when they tried to get me to take the 100mb with them when I already told them they struggled to supply me with the 50mb I paid for.
- Location
-
- Location
- Southsea
- Reviewing
- Virgin Media
- Date
- 2017-12-25
- Comments
-
Promist 'upto' 100mbs, getting between 10 and 13mbs. - Rubish considering what was offered and what I'm paying for.
- Location
-
- Location
- Spennymoor
- Reviewing
- Virgin Media
- Date
- 2023-07-13
- Comments
-
Shameful treatment !!! Was due to get installed 17th. Had 3 phone calls asking why i had cancelled?? I had not. Apparently the technician had been and i told him i wanted to cancel.NO TECHNICIAN BEEN and i DID NOT CANCEL!! I was then given a later daye which was no good and was told it was my fault for cancelling. I DID NOT CANCEL. Terrible customer service before installation. AVOID
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2015-02-08
- Comments
-
Having been with Sky for 5 years before switching to Virgin for TV and internet I am very disappointed with the service.
TIVO really is rubbish! It is slow to load up menus. It is non-intuitive. It is badly organised. You have to pay for a lot of what is free with Sky. It makes very annoying noises which you can not turn off. And the online Virgin Anywhere app is very limited to what you can watch. If I were to give Sky + and 8 out of 10 Tivo would get 3 out of 10.
Broadband is just as bad. My iphone and Ipad simply will not log on to the wireless internet. I get repeated messages which say password is incorrect (I know 100% it is not incorrect so incredibly annoying when the support centre say it is). Their only solution is to change the band of the internet which solves the problem for about 1 day then its back to normal. My Sonos speakers have never been connected - I not use my neighbours wireless internet to connect them. Support for internet is very bad. I have been told that they are not responsible for the wireless router so as long as they provide a connection to the house they have done all they need to do. They said I should use a cable for the internet. Only problem is that my ipad, iphone do not have a slot for a cable. I could go on an on but needless to say they get a big thumbs down from me!
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-09-11
- Comments
-
When it worked - it worked well. When it didn't work - well, it didn't work.
Constant blips and downtime became irritating, and after no improvement following their technical guide, I upgraded the speed from 50>100mb. This achieved nothing.
After this I cancelled the contract, or so I thought. As I had upgraded the line, I was on a new 12 month contract! I handed in my cooling off notice one day late (apparently, I am convinced I did it the day before). Citing that I never actually recieved a speed increase, and THEY were in breach of contract, I declined to pay the £250 cancellation charge.
I called 3 times and was promised call backs from managers. Each time they did not do so. The only thing they are EXCELLENT at is sending you bills. After leaving the ball in their court to call me back for the third time, they didnt bother and instead sent me a summons which will probably be on my credit rating for the next 5 years.
In the end I settled half the bill (still an insult) and wasted maybe 10+ hours on technical helplines before and after for a service I didn't receive.
IN SHORT - Avoid like the plague. Go with literally anyone else. The customer service is the worst I have ever recieved for anything.
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Comments
-
They have a nerve to sell the speed they say and not deliver
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2020-12-25
- Comments
-
A summary of the issues I’ve had with Virgin Media.
I am leaving this review to warn people of the issues I have had, but also in the hope that someone from Virgin will give me some actual explanation for why these issues are happening and when they might be fixed. I still hope to one day get the fast, reliable connection for which I am paying.
- Extremely unreliable connection. During certain periods, my internet will simply temporarily stop working briefly and then reconnect again. This can go on for anything between a day and a week. The issue has been occurring irregularly for over 2 years and Virgin have offered absolutely no reason as to why, despite asking on numerous occasions. I am told there are “intermittent connection issues in your area” with no further info.
- When searching for faults in my area, the website always shows no faults. However, when phoning (after countless messages urging me to use the website instead), a message does admit there’s a fault... with no ETA on resolution or explanation of what is happening.
- When paying a bill online, sometimes after entering card details etc, the form will tell me that “something went wrong, please try again later”. On trying again, the same message will appear. On checking my bank statement, I find that I have been charged for BOTH of these supposedly failed transactions, each for over £100.
- When trying to get a refund for the above, clearly a result of Virgin’s defective website, we are told no, “Virgin Media does not give refunds” using the online chat customer service function. When phoning the next day, a very helpful employee said that yes, I can absolutely have a refund. Why the inconsistency? If I had accepted the first answer, I would be down over £100 because of Virgin’s incompetence or downright dishonesty.
- 10 days later, the bill is still showing as unpaid.
- You simply can’t log in to the website on certain browsers. On chime, the sign in form just doesn’t work. The sign in button does nothing.
- The website forces stupidly restrictive password rules, with a maximum length and limit on certain special characters, which actually WEAKEN passwords as well as make my usual variable password convention unusable.
- Working from home during the pandemic has often been impossible thanks to connection unreliability.
- I live-stream and Virgin is the only high-speed connection in my area, but during common random periods of unreliability, the very expensive internet package I have selected is absolutely useless and a total waste of a very significant bill relative to my income.
- It is now Christmas and instead of meeting friends and family I have decided to live-stream with friends in order to adhere to COVID quarantine rules. Of course, now is one of the all too common days of non functional internet.
- I don’t really ever ask/expect/fish for refunds, but considering the atrocious product and service I am paying for, it is disappointing that Virgin have never once offered any compensation for any of the faults I have experienced.
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2014-01-01
- Comments
-
Somewhat astonished that every broadband supplier listed on this site attracts more negative comment than either balanced or positive comment!
I've been with Virgin Media for many years. I buy all three services (broadband, television and telephone) via cable/fibre from Virgin Media. Virgin Media inherited my account from NTLworld.
Overall, the broadband package serves its purpose reasonably well. Up to now, I am a relatively light user of broadband - emails, surfing, the occasional streaming of DJ-less radio on Sunday - but am starting to think about replacing the television with on-line equivalents.
Occasionally, I work from home. In the UK morning, I can establish a VPN connection with my UK office, and the network connection is almost as fast as being physically present on the UK office network. The UK office broadband connection is also provided by Virgin Media (corporate connections). Between about 1pm to 5pm UK time, although the speed of the VPN connection slows, but non-VPN traffic continues to run at a useful speed.
However, over the years, between 5pm and 7pm UK time, the broadband connection sometimes fails for up to 10 minutes at a time. Sometimes, the modem remains connected, but reports no IP addresses. At other times, the modem reports no connection at all.
I have complained to Virgin Media about this issue before. The usual response is to swap the cable modem and check the connection strength. This shows some willingness to show the customer that Virgin will seek to fix complaints, but swapping modems doesn't solve any server-side DNS/DHCP issues, neither will it overcome any traffic management policy (if any exists).
Virgin does not offer an instant service level agreement. If you have a problem, Virgin will do through some basic checks before arranging home visits. Home visits frequently need to be booked one week in advance (in my experience), and you'll need to trash a day of paid-leave, or a weekend, or throw a sickie, for an engineer to arrive between 8am to 6pm, then do 15 minutes of work (typically swap the modem and test it). In all cases, engineers visiting home have left only when the service has been restored.
I have more issues with the television service than the broadband service. My main issue with the television service is that Virgin, like everybody else, resells only bundles of channels. Nearly all the channels you can buy are funded by advertising. If the advertising can fund the channel, then why I do need to pay to receive this said channel of advertising? What exactly am I buying here?! The advertisers should be paying me!!! To be honest, it's an issue for the Competition Commission. However, with improved broadband speeds and the reliability of cable broadband, it might be possible to stream on-demand items from the BBC and do away with the television service altogether.
Something to talk about in 2014!
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
-
After years of being a customer I will finally leave Virgin this month. Very bad experience and I should have done it long time ago. Since I told them I'm leaving my broadband speed went down to 6-10 mb on ongoing basis even though I pay for 'up to 50mb'. Their customer service is kind of a nightmare - advisers do not listen to you but just repeat their selling formulas like mantras. It is like listening to a record instead of having a communication. Can't wait to have nothing to do with Virgin ever again.
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-03-11
- Comments
-
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
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.