21 Customer Reviews
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- Location
- London
- Reviewing
- Virgin Mobile Broadband
- Date
- 2023-10-13
- Comments
-
They slowly jack your prices up month by month until you're paying a fortune, but these days when you try and contact them to get the price back down, you can't! You also need to contact them to leave, so even that is barely possible. I'm told you have to write them an actual physical letter. Scumbags.
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Mobile Broadband
- Date
- 2022-02-06
- Comments
-
Received price rise letter towards end of January. Phoned to cancel and put in queue. Call was cut off 3 times by VM exactly 40 mins into waiting. Followed website advice to write in as an alternative and mailed first class. A week later, no acknowledgement. Contacted chat service to cancel and complain. Told you cannot cancel in writing even though website says you can. VM offered to cancel there & then but tried to impose cancellation policy and restart 30 day notice. Agent also tried to argue that you still have to give 30 day notice, even though latter their letter said you can cancel without penalty. Refused to escalate the matter for an hour+ by avoiding answering the question "Have you escalated ...?". When finally started chat with a Team Manager, no concession whatsoever. Only agreed to send an email to administrators to check for acknowledgement of my letter.
This company are only interested in maximising profit out of customers, even once they have decided to leave. They don’t even seem to care about their own reputation. Their customer service (overseas) is unbelievable, if you can even get through to receive some. Worst ISP customer service in 30 years of using one.
AVOID AT ALL COST!
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Mobile Broadband
- Date
- 2019-04-06
- Comments
-
AVOID AVOID AVOID - terrible coverage throughout large UK cities, utter garbage, un-usable and they made me pay a fee to leave. wow
- Location
-
- Location
- worksop
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-11-05
- Comments
-
Complete set of total incompetent disorganised unprofessional idiots If I were richard branson I would be cringing to be associated with this outfit.Customer services is beyond a joke.I bought a sim only deal off them then cancelled it before it even arrived and took out a contract phone with them. There is no way you can cancel they just repeat same questions off there prompt screen to you!!! I have now got a bad debt showing on my credit score for a sim i have never used returned to them Once my contract is up they are history even if they offered a free contract phone for a year i would tell them to stick it where the sun does not shine W___ERS
- Location
-
- Location
- London
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-08-08
- Comments
-
I should have known better than try anything with the Virgin name on it as every Virgin brand I have tried in the past has been…shall we say, ****ing cr@p, and Virgin Mobile is no different.
Today I went to the local Virgin Media shop and bought a PAYG SIM. Told the guy that I wanted to try out the service to see what it was like and wanted the PAYG SIM with 2GB of 4G data. He tried to sell me a contract but I refused and again told him I only wanted to try the coverage and data speed.
So I paid £10 for the SIM on their JAM pack, went home and put the SIM into my phone. Several SMS's arrived saying the SIM was good to go, but it displayed 3G instead of 4G. So I waited and waited, rebooted the phone a few times and waited some more…no change. I then tried to go online using the phone and guess what? No internet, no email, no mobile data at all!
One of the SMS messages was about setting up the voicemail, so I decided to do that to give the SIM another few minutes to activate everything.
Anyway, after about 20 minutes of going trying to get online and going nowhere I called their customer services who told me that I needed to text "ALL" to 789922 to activate the mobile data as there was no access point configuration on the phone (which I had already figured out).
Now the guy in the shop never mentioned this and in the entire pack containing the SIM there is absolutely NO mention of this hugely important bit! So who knows how many other people are coming up against this!
Furthermore, the woman on the overseas call centre (Rose) told me my SIM plan had been changed to Starter or Standard or something similar, and as such I would only get 1GB data instead of the 2GB I had paid for, and also that she couldn't change it back - I'd have to go back to the shop where I bought the SIM to do that!!!
So I went back to the shop today (Wednesday) and was put on the phone to their overseas call centre as the shop couldn't do anything, despite what I had been told by the call centre. After speaking to the woman in the call centre for 25 minutes she said that my PAYG plan had been changed, she didn't know why, and that the only way to get my original plan back was to wait until 3 September when the current plan would expire, and then top-up! So, I'm now in the situation where I have lost 1GB data, loads of minutes and texts and will have to pay another £10 to get them back! What a joke! I'm not doing that.
After the call I spoke to the guy who had sold me the SIM and mentioned to him about having to send a text message to activate mobile data and that there was nothing whatsoever in the SIM pack about this, and he simply said that some packs mention it, some don't!! What???
Despite me sending the text to activate the mobile data, it simply did not work - I had to go onto the internet on my pc and search for the Virgin Mobile UK APN settings and enter them manually. During my searches I came across many, MANY others having this problem, so it seems this is well-known, so how Virgin continue to get away with this non-/mis-information is beyond me.
Now, I don't know why I bothered as my download speed is 3.5Mb/s and upload under 2Mb/s! 4G?? I think not!!
Do yourself a favour and avoid this disaster called Virgin Mobile.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-04-17
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-01-15
- Comments
-
Terrible, breaks a couple times every hour,and when it works the speeds are painfully slow. DO NOT GET VIRGIN MOBILE IF YOU VALUE YOUR SANITY
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-10-23
- Comments
-
F*&^ing pathetic. Just started off on their service due to the tenants who lived in this place last year using it too. Before this it always used to cut off regularly and drop, with very low house coverage and irregular speeds. Then we had no internet for three days due to some weird issue. Now its back to the lacklustre quality we originally had. Hurray we have sh*tty internet again.
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-09-11
- Comments
-
Beyond awful. The absolute worst customer service for any utility I have experienced. Never touch these people - you will regret it if you do. Incompetent in everything they do. Nearly 2 hours of a call to query a bill that they messed up (they have basically taken several hundred pounds from us), to be passed from pillar to post with no information being transferred from one agent to the next, and then they hung up. I will never buy any service again from Virgin. Any part of it.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-04-28
- Comments
-
With out a doubt the worse broadband provider I have ever come across since broadband started.Signed up to the 100mbps contract from day one problems, on mac devices getting 5-20mbps fluctuating at best on wifi customer service tells me that's what you can loose on wifi 80% Really obviously think people are fools. So why am I getting 106mbps on the pc laptop the issue is that they only support ivp4 not ivp6 which can cause problems for macs if router is rubbish. Anyway the desision was made to move the router from down stairs to upstairs so my main mac computer could be hard wired as when it was I got speed of 100mbps they said this would be free so they moved it. Suddenly I get 5-15mbps hard wired they send out engineer after hours of calls, his answer is it's a utilization issue coz system needs upgrading so will have to put up with it until September while work is done we are currently in April but it was working fine hard wired before it was moved????? No one seemed to understand this point how could moving it from 1 place to another suddenly create a utilization problem????? These people are really thick they just blurt out the same excuses for ever issue like robots . so for half my contract period I'm paying £30 a month but getting 10mbps average so what will you do about that £8 discount sir like wtf I'm getting 80-90% less than I should and you expect me to pay over two thirds of the full amount for one tenth of the agreed service yeah right so they say the will sort out speed. Which they come and do and for today it's been good then I get my first months bill £166.00 they charged for engineer to come out these guys are crazy call to customer service who tell me oh yes you right sir there is a note on account to say there is no charge for engineer don't know why you were charged ……… I do coz your f%$king useless needless to say terminated contract on the spot. Two weeks service call every other day three engineer visits 10nhour on the phone think these guys just employed me bunch of jokers
- Location
-
- Location
- london
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-02-23
- Comments
-
was promised a phone package. that never arrive . when i called i am told that the phone is no available since 3 months ago. Told my wife that i have a gift for her .Now i look like a mug
- Location
-
- Location
- Dunfermline
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-11-18
- Comments
-
Nothing to do with broadband but mobile phone which my daughter owns. She is unable to check her phone usage without incurring a £2 charge per day. Poor telephone customer service. No answers to my phone and data usage query, only sales replies
- Location
-
- Location
- USA
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-10-26
- Comments
-
I would not recommend using VirginMedia if you are traveling to the UK. I have just spent a frustrating hour on their website trying to give them money to topoff my VirginMedia phone while in the US before returning to the UK. It is impossible you have to have a credit card tied to a British address. The online chat has no agents to ask. It was going to be easy money for them if they had designed the website better.
- Location
-
- Location
- Middlesex london
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-10-03
- Comments
-
Hello virgin media, I bought a phone to you this afternoon and the person who sold me name Joshua is so kind and friendly. The only thing is he told me that he will send me email for confirmation. At work I cant open my email. When I reached home I took my iPad quickly and check my email but I did not receive any email, so I phone virgin media again and they put me to a lady name Janine, oh my God! The lady is so impatient quiete opposite from the first Person I spoke to.I did not quiete understand what she's trying to tell me (language or pronunciation barrier , maybe, not sure) I asked her to tell me again 3 times and she told me even a million Times I cant get it. she's so rude, so I said what do you want me to do? Do you want me to cancel and forget about it? I asked what your name? You know my details already, may I know your name? And she said Janine. And she put down the phone... I am very sad I really need the phone for a birthday gift tomorrow.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-09-19
- Comments
-
Was basically told hard luck and 'turn your mobile data off when in the house' after our hub kept dipping resulting in a £40+ mobile internet bill.
- Location
-
- Location
- London
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-08-12
- Comments
-
Hello everyone! I had an ulimited tarrif from virgin media for 2 years, the payment for the first year was 19 pounds, then 22. So not a big problem to pay, BUT, WHERE IS A LITTLE PROBLEM.... I CAN'T CALL, NOBODY CAN CALL ME, I CANT USE DATA AT ALL. And the question: why do i need this sh.t? From the 20th of may 2016 i started to use more data and after a month they sent me a letter "We wanted to let you know that your monthly mobile tariff is changing. We reviewed our unlimeted data tariffs and UNFORTUNATELY, IT IS UNECONOMICAL FOR US". Funny sh.t!
- Location
-
- Location
- Marple
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-04-08
- Comments
-
Speeds typically 5Mb instead of 100Mb. Require daily reboot of router. Virgin have admitted it is a known fault in the area (SK6) but are happy to still charge full price. Virgin box is very clunky too, can't wait to leave.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Mobile Broadband
- Date
- 2016-02-24
- Comments
-
Purchased a contract iPhone from virgin nearly a year ago and wanted to change my direct debit date to the end of each month when I got paid. Since October of last year they have continued to try to take payment on the 12th of each month and payment had been declined by the bank incurring charges. Every month I have contacted them and every month they have assured me that the date had been changed. Only today have they admitted they were at fault and they were sorry that I had experienced this inconvenience. Funny thing is my contract is due for an upgrade next week and due to their incompetence I now cannot have an upgrade as my bill has not been paid on time for the past six months. It had been paid on time up until their direct debit mess up and I now a
Can not have an up grade. So there it is virgins mistake results in me suffering again. Wouldn't recommend virgin to anyone they are rude, incompetent and unreliable ...
- Location
-
- Location
- New Brighton
- Reviewing
- Virgin Mobile Broadband
- Date
- 2015-09-13
- Comments
-
My boyfriend recently bought a new phone which was on virgin, we had not read up about it or heard any negative views so we didn't think it would be too bad, he bought a sim card which advertised the big tariff bundles but when he topped up 10 pound like it said he tried to activate it and every time he tried it said there was a technical difficulty getting him started up, after trying over and over again we gave up and now have to get his phone unlocked so he can speak to his family. His mum and dad are also on virgin and the house uses virgin internet, the internet hardly ever works and the network is almost always down. I advise staying away from this company as they are absolute rubbish.
- Location
-
- Location
- South East
- Reviewing
- Virgin Mobile Broadband
- Date
- 2015-09-10
- Comments
-
Really bad customer service. Son had phone stolen abroad and they were happy to suspend it on my say so but would not cancel payments. $ months later still trying to cancel contract. Every time we phone different person, different advice. Have written to Complaints dept. No reply at all. Eventuslly cancelled standing order only to have then threated to pass to dept collection service. When I paid up they said they would reconnect me (told them phone had been stolen 6 months previously and was suspended, didn't want to reconnect, wanted to cancel contract) Said they had to reconnect us as part of procedure. Oops "the phone number has been suspended. I can see you cannot use this account" Still took money and still unable to cancel contract. Whats going on???
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Mobile Broadband
- Date
- 2011-03-14
- Comments
-
I chose Virgin because they had a reputation for customer satisfaction and I was moving from Orange so it was the same signal. The Dongle didn't work 3kb/s the smirking shop assistant wouldn't help and the £1 a minute number didn't work, customer support don't offer technical help apart from a pointless recorded message. so I decided to use the cooling off period to cancel. They played that joke of constantly transferring me to the wrong department, Eventually I got it cancelled, They fall well below satisfactory but may still be above average for the industry.
- 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.