4,684 Customer Reviews over 118 pages
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2015-07-28
- Comments
-
Really bad costumer service, they change your appointments when ever they want and costumer service shows big attitude!
Be careful before joining Virgin Media!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
-
When it is working and you don't need help, it is fine. But you are in for a nasty surprise if something goes wrong. We've been mostly without internet for the last 5 days and seems (if this time they are not lying) it will last at least another 2 days. Every day it is a different excuse and a different time line. We've received text messages saying our service has been restored (but text HELP in case it is not) we needed the HELP message everytime.... Not reliable and not very good at keeping the customer informed of what the real situation is.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
-
Honestly regret getting Virgin Media. It cuts out every day for a good 30 minutes and sometimes I’ll have no internet connection for hours. It is beyond ridiculous. We have had people come out and try sort out the problem but to be honest they have no clue what they are doing.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2024-04-04
- Comments
-
Tempted by low prices and promise of fast speeds, I am now trapped in a hell of no or intermittent service, and non-existent technical and billing support. My broadband has been out completely for days on end, and also intermittently cutting out for over four weeks. Virgin neither warns, apologises, nor compensates us. I’ve had to conduct important meetings from my phone sitting on a wall outside the house.
When I have tried to contact them I get obsequious apologies and absolutely zero help. I submitted a complaint; they responded that “we just checked your service and it’s fine, we are closing this complaint” - even though their records should show that engineers and subcontractors had been sent to our road every day for two weeks! Oh and I got an email announcing an 8% price rise after another weekend with zero service.
In despair after an online presentation and online PhD examination had to be cancelled because of unplanned outages, I tried to cancel my contract. Was told I owed £200 in penalties for early cancellation. I refused to pay so much money for such a faulty product. They said, call 150 and speak to the technical team, maybe they can waive the extra fees. I can’t call 150 because my landline is out. So I call the costly number from my mobile and try to get through to technical support and get a recorded message - “there’s a fault in your area” - then bumped straight back to the main menu.
It’s impossible to speak to a human or get hold of anyone who will take responsibility or can help us. I have lost huge amounts of time and am going mad with stress and frustration. The worst consumer experience I’ve ever had, and it has been the same for every Virgin customer in my road - all of whom are switching at the first opportunity. If my suffering helps one other person to avoid this horrible catastrophe of a country, that would make me feel a bit better. The regulators should shut them down; they should go bankrupt.
Going to try to post this now before the broadband goes down again
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2010-09-15
- Comments
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I used their service with an XL broadband, recently got an email from Virgin Media Sales to the account holders email address stating I could upgrade to XXL Broadband for only an additional £8 per month, phoned the number listed and after numerous people they told me I would have to pay an extra £18 per month for the offer even though there is nothing in the t's & c's which support this additional tenner!
Customer Services has one person who helped, though the rest were just interested in transferring me to other departments stating they couldn't help but perhaps x could!
Currently in the complaints process, sending a copy to Ofcom as I believe this breaks with advertising regulations.
Wish everyone else the best of luck...
P.s. 20mb line regular testing achieves 18mb+
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2018-04-25
- Comments
-
Absolutely appalling customer service!
Have to pay for paper copies of your bills and if you don’t, you will receive no notification of when your contract is due to end. They will subsequently sky rocket your monthly payments with no notice.
Finally getting through to a manager who is sniggering down the phone, we ended their services whilst still having to pay for two additional months.
Do not choose Virgin Media. Not worth the hassle.
- Location
-
- Location
- Stansted
- Reviewing
- Virgin Media
- Date
- 2014-04-09
- Comments
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Please do not use virgin broadband. We have been on the phone for three weeks every night now to their supposedly customer service! Every day from 4PM our download speed drops to 0 and we lose connection completely. They told us out modem was faulty and sent us a new one, they failed to tell us they would charge us 7 pounds postage. They promised us that if this did not resolve the problem we would not have to stay in another 12 months contract with them. Of course this did not solve the issue and they deny the conversation ever happened. Yet they say they record their phone calls so I said to them go back and listen and you will hear they reply but we don't record all phone calls. They are rude, have an answer for everything, never phone back when promised, and constantly deny that there is anything wrong. I have now got a Mac code from them and they informed me that if we do not pay for the Rueter which did not need replacing that they will send round the debt collectors. I said they can have their reuter back as this will cover the so-called debt. Please please do not use them you will spend every evening on the phone even trying to get through to someone is a joke, when you do get through to India you will be lucky if you can understand the person on the other end of the phone as their accent is so strong. I am now switching to BT
- Location
-
- Location
- surbiton
- Reviewing
- Virgin Media
- Date
- 2021-01-25
- Comments
-
Virgin Media have not kept their word with anything. Customer service is zero. Terrible. I was promised compensation for no TV or broadband for 6 days. They basically told me Tough! I eventually got £7 credit to my account. The fibre broadband keeps dropping out or just no service. Be careful when you sign up. They are very helpful at the start. then it all goes downhill! Now they want to put price up by £3.50 Absolutely disgraceful
- Location
-
- Location
- Wallingford. Oxon
- Reviewing
- Virgin Media
- Date
- 2020-03-04
- Comments
-
Have been trying to make a simple change for three months, numerous stressful phone calls, to no avail. Stock questions asked . I am now considering going down legal route. The bills keep coming for a service I am not getting, funny how that happens!! Looking at the reviews I am on a long list, and my problem not uncommon.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
-
Woeful. Rubbish.
Paying for fibre and my broadband was better 15 years ago.
Avoid at all cost. They don’t respond or answer complaints either. A cobbled together letter that fails to address issues raised.
Cancelled contract. Over £1k per annum and woeful service.
- Location
-
- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2017-08-22
- Comments
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Called in enquiringly about a bill on my account. Was transferred over to 4-5 different departments over the phone, spent over an hour over the phone and received awful service. I was in a 9 month student contract, specifically explained to the person whom signed me up that I will only want broadband for the 9 month period. I explained I would not need the broadband for longer as I will be moving out of the address I'd be living in. I had to pay for the 10th month because I apparently needed to let the company know 30 days prior to when I want to cancel, even though I told them 9 months in advance! I had to pay for the 10th month and an additional £10. Poor service over the phone as I had to explain the situation 5 times and went through security questions too many times.. a conversation that should take up to 10 minutes took an hour. I work for Virgin Active customer services and I am appalled by Virgin Media customer service.
- Location
-
- Location
- west drayton
- Reviewing
- Virgin Media
- Date
- 2009-11-14
- Comments
-
not impressed by the speed
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-04-25
- Comments
-
I ordered fiber broadband 100MBs 13 days ago and had quite a few headaches to date (still no internet tough). Here is the list?
- had a great call service provided, when I specifically asked about required landlord set up approval. I was told not to worry about it. Great, right? I wish: Few days later, wife called me at work telling me some Virgin engineer just started drilling holes around the external part of the property without even ringing the bell to warn anyone. Landlord, of course, had gone crazy about his property damaged. Engineer was stopped by Landlord and left holes unfixed.
- After several call center long calls and lots of unreasonable re-schedule options, I finally managed to schedule visit of specialized team to explain the sort of work that would be required - agreed with landlord and Virgin staff on a property setup procedure and confirmed visit for a full job (both external and internal), 4 days lates (same original set up date). Specialized team assured me no new external visit would be required as they would do all work under one single visit. Did not confirm time though.
- At the supposed visit day, I had both the landlord and wife waiting since 8am and no one came or called ahead until 6pm. I did call around 1pm and had the visit schedule confirmed to same day by Virgin representative. Only at 6pm they returned a call to let me know they would not be able to install it due to lack of landlord authorization (i know! crazy, huh). After I updated the Virgin representative, he tried to reach the field team, who was unresponsive due to 6.05pm time after work-hours. So, I would not have the installation done, would lose my previous provider the following day and no solution presented from Virgin such as next day installation priority. The best I was offered was many `so sorry` and `cannot set a new date` empty replies.
- So Virgin left me with no estimated date of setup, annoyed landlord, no broadband left from my previous provider.
Service sounds great on paper and sales team call but awful setup consumer experience.
- Location
-
- Location
- south shields
- Reviewing
- Virgin Media
- Date
- 2018-11-11
- Comments
-
phoned this morning as speed was only 1.08 . I wasa told to move the computer next to the hub or remove some data from the computer and this would speed things up. the lady also said she would fix the problem straight away. its almost 2-0- clock now and nothings really changed. ive dumped them and would never use this pile of useless crap again.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-05
- Comments
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Virgin Media failed to refund me after I left their service. Nearly 2 years have passed since I informed them, the cheque never arrived and customer service hung up as soon as you explained the situation for them. NEVER EVER USE VIRGIN MEDIA. THEY ARE A BIG SCAM COMPANY.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-02
- Comments
-
I've been on the phone with virgin 5-6 times a month since December last year. I've had persistent disconnections once or twice every month. And each time I'm given misleading and wrong information. Then I have to follow up with more calls to get to the bottom of the problem and get someone to fix it. Of course I would have to wait for an engineer to come between 3 days later to even a week. A couple of months ago the engineer did not even show up and I had to call several times to find out where he was and what was going on.
I just had another disconnection last night. I called to report it and the guy said the problem was in the area and gave me a number to call to check the status. I called and naturally there were no problems in the area and I had to call again to re-report it and an engineer is booked for 3 days later, where of course there will be no connection till then.
I had to look for a rating service as they deserve zero praise and no customers. I will be leaving them when I move house soon. No other reason that I'm staying with that.
Avoid like the plague.
- Location
-
- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2021-06-04
- Comments
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I've had the virgin M100 package for 4 months and it has never worked (Wifi drops every 30 mins or so). Today they have excelled themselves and said that you don't pay for wifi and so they aren't contracted to deliver it. They say the routers are capable of delivering it however it isn't part of the package and its just luck if you get it. So if you want wifi (you can only hard wire 4 devices into the router) don't use Virgin. I have also spent over 2 hrs on the phone (or in a queue) today and got no where. Unfortunately I am tied to them for another 14 months and they will not release me but if you haven't signed up, please go elsewhere if you want reliable broadband.
- Location
-
- Location
- Catford
- Reviewing
- Virgin Media
- Date
- 2019-06-28
- Comments
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Avoid at all costs. Absolutely diabolical WiFi. The WiFi has been down every single down in the month of June, and intermittent in the month of May. When you try to get through to customer services there’s a pre recorded message, saying they are dealing with the problem. When asked about refund, offered £2.67 for a month of no internet.
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2022-12-29
- Comments
-
Worst customer service experience I've ever come across. Cancelled my phone and broadband package over a month ago and they continue to charge me. Finally got them to cancel today but they can't confirm whether my refund will be back dated to my original request to cancel. An offshore customer service operation with non English speakers reading standard scripts parrot fashion without any context to the issue at hand over laggy and distorted telephony equipment which is pretty ironic given that Virgin supposed to be a media service provider - what a joke!
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2023-02-08
- Comments
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I wouldn't give one star.
I ordered Virgin broadband and was given a installation date for 09/02/23. I cancelled my PlusNet provider as I was requested to do by Virgin, may I add that PlusNet have never give me a problem and the only reason i chose to leave was for promised speed increase. On the 07/02/23 i received a text telling me the installation has been delayed until 02/03/23. Needless to say this is unacceptable and very unprofessional. their excuse was they needed to check permits for my area, I almost found this amusing if it wasn't for the raging anger I was feeling. I rang their terrible costumer help line, what a nightmare. I couldn't understand the staff and they were going over the same statements over and over. All i wanted to do was cancel. I gave up in the end and continued the following day with the same problem. After 45 minuets actually managed to escape to clutches of the Virgin media Nightmare. I then Rang Plusnet who saved the day, after 10 minuets on the phone I was up and running again, PlusNet will be doing full fibre soon so I will stay with them and upgrade. Virgin never ever again.
- Location
-
- Location
- Ipswich
- Reviewing
- Virgin Media
- Date
- 2017-02-22
- Comments
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Fake Fake Fake ! Oh the arrogance .I hate Virgin. They say they will fly into space they only go 3/4 of the way. They say they will provide faster broadband in reality it isn't much faster than anyone else. Their TIVO box is the slowest piece of kit I have ever seen. Currently being held to ransom as desperate to leave this expensive overrated service by an early disconnection fees. They put their prices up and provide a poor service. Customers are too thick & too uncool to even be on the same telephone line as their staff. Avoid BT too.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-16
- Comments
-
Don't go with virgin media.
I left Sky as I thought virgin media's promise of fast BB and free to view channels made it economic. I was very wrong....i have been with them for 5 months and was without BB for 24 hours, had issues with telephone service, and had channels which kept freezing.
Calling customer service is a joke Noone knows nothing and will just pass you to another dept.
Trust me I have had BT Sky Plusnet and now Virgin, and can honestly say they have the worst overall service.
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2020-11-21
- Comments
-
Abysmal service and disgusting behaviour. Virginmedia have a clear policy of providing no support to residential accounts and will block your attempts to obtain any help by automatically directing calls corresponding to your account to a recorded voice message giving false information. If you eventually get a chat response, they will just lie to you, saying that it is a planned outage, for your benefit, and will be restored by a certain future time. It never is, of course. If you use Virginmedia broadband, expect much lower average speeds than claimed and the complete loss of service for weeks or even months at a time.
- Location
-
- Location
- North london
- Reviewing
- Virgin Media
- Date
- 2013-10-22
- Comments
-
The worst broadband service I ever had, being with sky broadband for over 3 years never had a problem coz way virgin advertise faster, best, reliable etc ( which is false information for customers) without knowing I switched into virgin & biggest mistake ever, start my contract for £27 per month & after few months then increase it to £30 & not getting any service at all.....never recommend to anyone & worse broadband service
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2018-08-23
- Comments
-
The absolute WORST broadband , I pay for 350 mbps but I only get 70 mbps with pings that shoot up to 300MS They sent 4 "technicians" over a period of 3 month because I was constantly calling to get some help NOTHING was solved and the customer service is absolute trash they barely understand english and all they do is say "The only thing I can do is send a tech" the tech arrives at your house which let's be honest they seem like drug addicts that haven't showered but wear a "virgin media" jacket they will ask what's the problem and eventually come to the conclusion that they can't do anything and their boss will call you except.... NO ONE EVER CALLS. AVOID AT ALL COST.
- Location
-
- Location
- High Wycombe
- Reviewing
- Virgin Media
- Date
- 2018-09-16
- Comments
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DO NOT GET VIRGIN MEDIA! IT'S GARBAGE! I am paying for 200mb/s download speed and I'm getting 30mb/s and one day it was0.9mb/s so I called them and they fixed it for one day only. they lie to you, it works perfectly fine for the first 3 months but then the speed slowly decreases. It's a scam! DO NOT GET VIRGIN MEDIA ANY OTHER BROADBAND WOULD BE BETTER THAN THIS!!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2014-12-20
- Comments
-
I was recently upgraded to TiVO box not my choosing but any how. When O got the box had to call in to activate it. Did that once but the service didnt activate and I kept getting message Smartcard Invalid.
When I called again and after half hour waiting the guy tells me there is nothing to do but send the engineer. The engineer only works limited hours during the week so now I have to take time off work to stay at home for engineer to come. In the meantime no TV for 5 days. Thanks alot Virgin Media....
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
-
So where do I start?
Today Virgin media decided to take an extra 35% extra above the already extortionate amount, so I jump on the web to have a chat with them, this isn't available, so they suggest WhatsApp, so I start my conversation @ 8:20am, 8:28am they say that they will put me through to someone, 9:51am I actually get a reply from a human, I ask to cancel my contract, more messages later than I care to count and at 18:03 nearly ten hours later, they finally agree to disconnect me on the 15/02/2023
19:30 I have been disconnected - surely thats theft, I have paid (according to my bill) for services from the 9th January to the 8th of February - I have paid you Virgin and at a 35% higher premium
I could have been talked into staying if they wanted to be sensible about pricing, however the broadband service very rarely gets above half the speed of what I am paying for and often much slower than half the speed.
You derserve zero stars today Virgin - Theives
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2023-09-03
- Comments
-
NEVER GO NEAR THEM Still stealing from my family 3 1/2 months after cancelling. Who cares what speed it was? I got a cheaper faster deal and Virgin refuses to terminate my month to month arrangement. DISGUSTING THIEVES. See ‘RIP Off Britain’ before you make my mistake, thinking they wouldn’t spend millions advertising, if they were going to *** on customers. THEY DO.
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
-
Since last July I have zero connection. They promised so many times to fix it but nothing done. Its funny that they take take money from my account every month .
I don't know what to do with them whether to STOP the direct debit or to wait but for how long this would continue .
I would not recommend virgin for anyone.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-11-01
- Comments
-
I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2011-07-23
- Comments
-
I has changed from 10mb to 30mb package, but speed is maximum 1kb to 4 mb. Very Poooooooooor!!!Very dissapointed ----- :( in my phone gprs is faster than Virgin broadband....
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
-
Virgin Media is by far the most atrocious internet provider I have ever had the misfortune to suffer. At the moment we lose our internet connection on average once every 3 days. The only explanation ever given is ' We are improving our lines to give our customers a faster connection'. Unfortunately they have been saying that for about a year now , no faster connection, no improvement. To top it all off, their customer service is the most unhelpful and rude I have come across. The only advice they have ever given is turn it off and on again. We have twice now requested a technician to come out and look at our cables and our device and both times Virgin has cancelled the visit saying its no longer needed.
- Location
-
- Location
- Waterlooville
- Reviewing
- Virgin Media
- Date
- 2019-04-12
- Comments
-
Have reported poor wifi speed a few times, feel
like I am banging my head against the wall. I have been told it is a problem internally, this is bull, if you turn the wifi box off for 10 seconds and then on again it starts working. Virgin Media have caused the problems by renewing the Green box at the end of the road and this is not being addressed. Broadband use to be good and reliable before thrreplacement of this connection unit. Sort out you poor internet speeds Virgin, they are not consistently what I am being charged for. On the verge of binning them off for Sky, no BT line connected to my property is making this difficult.
- Location
-
- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2019-07-19
- Comments
-
Worst customer service experience I have ever had. These guys are terrible in dealing with customers. I had no broadband connection for a week ( I was told they are doing some work i the area where I live) and I keep getting intermittent connections. I complained and was told I won’t have to pay for the time I had no service. I have just received a full bill with no discount for the week I had no broadband. I made another complaint and was told someone would get back to me within 48 hours. I have had no response up to now and it’s been a week.
Previously the internet stopped working and I arranged for an engineer. However he didn’t turn up.
I am escalating my complaints to their chief executive and I suggest everyone does the same.
Absolutely disgusting customer service. They don’t even deserve a single star rating. AVOID AVOID AVOID at all costs
- Location
-
- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2016-05-27
- Comments
-
the worst customers service ive ever had
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-04
- Comments
-
It's over 2 weeks now since our broadband problems began with Virgin media, we still have a couple of weeks to run until our 30 days notice expires. The broadband is working intermittently with constant slow connection or complete loss of service. Something has gone seriously wrong at Virgin media as they now seem incapable of repairing their equipment. We broadband works briefly & very slowly, the router loses the white light & all the greens start flashing, you expect this when setting up but not dozens of times every day.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-05-15
- Comments
-
The worst provider I 've ever experienced in my life. I can only compare this to the 56kbps internet I had in Thailand.
You will never get the speed you are paying for, your internet will keep dropping (currently posting from my workplace. Haven't had internet for 7 days already). And when you call their support line, after waiting forever, the support guys will give you sass for asking "What is taking you 7 days to fix this?".
I wouldn't wish Virgin Media broadband even on my worst enemy.
- Location
-
- Location
- RH11 - Crawley
- Reviewing
- Virgin Media
- Date
- 2015-01-13
- Comments
-
Last 8 months the service in the evenings is reduced to a mere 1Mb despite paying 30Mb. Tech Support said it is a local fault and would be solved in 4 months!!! The 4 months has passed and they extended this fault for another 4 months! After several complains I received some bill credits but I want a RELIABLE BROADBAND!
Now with the SUPERCHARGE speed... if they can't manage 30Mb, how are they going to cope with 50Mb. Changed to Talk Talk to try something different. Virginmedia is running a gruesome scam!!!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
-
Broadband shut down when you need it most, rubbish speed. 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.