3,951 Customer Reviews over 99 pages
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- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2021-09-16
- Comments
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Glad to finally be able to get rid of it. Customer care is rubbish. They do not listen to the customer and dont care but are very eager to take you our money and give fines on top of it. Better off without
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Location
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- Location
- Lydiate
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
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Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
- Location
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- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
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Easily the worst customer service I have ever had, for any product. I have stayed with Virgin ONLY because of the broadband itself. Getting any attention from them is absolutely hopeless, and they ask you to jump through hoops for every single inquiry. I will never use Virgin Media again.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
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The most god awful customer service ever. They have a chat bot that sends you around in circles. No one to call, eventually you'll get through to a rep via chat that can't solve your problem. Virgin has been billing me incorrectly for months and never solves the problem and overcharging me. Finally I refused to pay as they owe me money so they've cut me off from my Internet now and still haven't corrected the billing owing me money adding charges to my Internet and cutting me off also! And STILL CANNOT GET ANYONE TO TALK ON THE PHONE TO!
- Location
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- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2021-09-14
- Comments
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appalling service. We have always had trouble with the internet in our area.. then we went 6 consecutive days without any service at all! We were told lies over and over again saying it will be fixed in 10 hours. After 10 hours have passed they said another 7 hours.. untill eventually 6 DAYS HAVE PASSED. We had no one to contact because they knew the internet was down so we could only speak to a robot that automatically hangs up. We had no choice but to switch providers after 6 days of no communication. BEST PART!!! They didnt even comp. our bill for the WEEK OF NO SERVICES PROVIDED.. THEY CHARGED THE FULL MONTH AND EVEN HAD THEN NERVE TO CHARGE £240 Cancellation Fee.. which my husband and i will fight till we die-- even when we most likey lose it wont be worth the £5 a month we will pay you.. not to mention I will tell everyone to leave you!! so was your £240 really worth it?? Im sure it is cause thats how you are keeping the company alive off of Cancellation FEES ALONE!!! No apology no compromise.. not even after offering £100 to leave.. well.. lets do this thing then.. you wanna dance. I got my tapping shoes on!!!
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2021-09-13
- Comments
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customer service is a nightmare, trying to switch providers is a hassle with constant dropped calls and needing to call back in to be led around in a circle when all I want to do is give my 30 day notice. Overpriced and annoying
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-09-10
- Comments
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Installation process really bad. Ducts blocked on pavement. First lot of engineers couldnt fix external installation as that is another team. Engineers failed to turn up twice to address. Got 3rd date. Customer care awful. Can't explain when ducts repaired so they have given me another date. So I challenged them so your going to do the pavement and the external installation and internal instalation on the same day then. I've told them if it doesn't get sorted on 3rd attempt im cancelling my order.
- Location
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- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
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I've been experiencing constant problems for the past 2 years. As the speed and reliability got unbearable, I finally changed to Sky today.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
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ABSOLUTELY DISGUSTING COMPANY!!! Decided to leave because it was too expensive. Chose a new provider last november. Haven't used their services since. Got a letter from debt collection company to say i owed £192.00 so i payed. It's nearly a year on and they ring me at least 8 times a day! Apparently i owe more money. Rang them, answered security questions. She then went on to ask if i was going to make a payment. I said absolutely not!! My answers to my security questions were all of a sudden wrong. I know my own d.o.b!!!! Told me to ring back when i remember them. Unbelievable company. How can you owe money on a service that you're not getting?
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-08
- Comments
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Absolutely abhorrent company. Getting in touch with customer service is purposefully made as hard as possible. Here is the trick - when you call them to cancel, press the "Want to upgrade" option. You'll be transferred to an operator in 5 min instead of 25.
- Location
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- Location
- s
- Reviewing
- Virgin Media
- Date
- 2021-09-08
- Comments
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do not use virgin media. They are robbers!! They charge you 2 months bill in the first month you 'join' (they consider you a new customer even if you are an existing customer and move house--this is how they get money from people). Then they also charge you again for the 2nd month!! They claim it is in their contract but they never send that to you. Please avoid!!!!
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-09-07
- Comments
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Do not use their refer a friend scheme - utter scam. The broadband is patchy at best. Customer Services is non-existent and do not reply to questions. Looking forward to my contract ending!
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-09-07
- Comments
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I had to move home for work reasons, they said their broadband was not available at my new place (Bristol town center) and I have to pay a £240 cancellation fee!!!
- Location
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- Location
- St zlband
- Reviewing
- Virgin Media
- Date
- 2021-09-05
- Comments
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Consistently dreadful, costly, cheap software, pointless support
- Location
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- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2021-09-04
- Comments
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I phoned on behalf of a 79 year old neighbour whos phone line was broken.
After 2 hours on the phone listening to the song "is there any body out there" (is this a joke!) I got cut of twice and 2 other staff couldnt understand my accent then their virgin computer could not accept that a old copper landline cable was at fault - their diagnostics were that all was ok - they just cut me off? The last chap, understood me, and swiftly reported it and got things done - you have 1 good member of staff out of 5?
- Location
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- Location
- wirral
- Reviewing
- Virgin Media
- Date
- 2021-09-03
- Comments
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Would never use again. Customer service is the worst from any company ever dealt with. Internet drops out or is slow. Cancellation charges are ridiculous even when they wont provide service to you because they are not in the area you are moving to. Staff are rude and aggressive
- Location
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- Location
- Brixton
- Reviewing
- Virgin Media
- Date
- 2021-09-03
- Comments
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I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.
When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.
The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
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Absolutely horrendous. Wifi was not installed until a week or two after the contract start date, yet I was still charged for the full duration. Internet speeds never reached the base minimum speed stipulated in the contract, yet every time I called technical support I was offered zero resolution except to purchase a booster for an additional fee each month. Now after finally reaching the end of the contract and terminating service, I'm being charged an additional fee for not providing advance notice of canceling/not renewing service? Calling customer support to dispute this charge has resulted in, "well, we can see all the notes on the account for when you called with issues, but, that's not our problem, so you still have to pay this fee." DO NOT USE VIRGIN MEDIA. Disgusting company. I could not be less satisfied with my experience.
- Location
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- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
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Like the Bates Hotel you can check but never leave - I have been trying to close my account now for over 24hrs most of that time was spent in endless hold patterns on web chat - when one eventually does get a response from an operator all they want to do is try an dup sell more services - then they say oh sorry cant help you I am only in billing you will need to speak to team X Shall I transfer you now - then one is on hold again on webchat for hours - up to 2 hrs in some cases and then the whole thing starts again eventually they say ok now can you give characters 1 7 6 from your password you use to speak to us - I have never spoken to anyone at Virgin for over two years and dont recall ever having a password other than the one I use to log into my online account through which I am chatting to them !!! Oh we will send out a new one - it will take 5 days to arrive - Arghhh Its only because I then complain using formal complaints section - difficult in itself to find on tehir "helpful website and threaten them with OFCOM that they eventually give a number to contact after hours of course. So I call this am and hey presto bloke starts teh upsell routine - he fairly quickly gets the message that I want nothing furtehr to do with Virgin ever and so eventually pasees me to a reasonable lady outside Glasgow who cancels my account within 60 seconds - see it can be done easily why oh why does it take over 24hrs to get through to someone with a brain. If Richard didnt spend so much time spaced out maybe he might realise what a crap business he has
- Location
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- Location
- Barbosa
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
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STAY AWAY
Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
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Left Virgin Media in March and they continued to take money from my account for 3 months but assured me this was normal and I would be refunded. It is now September and I'm owed £118 for money taken after the service was discontinued. The customer service is just a continuous stream of lies and false promises, they lie every time you call, promising the money will be with you this week etc. I'm so sick of it now, I've been deceived for 6 months and am left with no option but to go through the small claims court. DO NOT BECOME A CUSTOMER OF THESE THIEVES, THEY ARE CROOKS.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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I only gave them one star because there is no option to give 0 or even minus. I am utterly disgusted about this company and reading all the reviews here, I am surprised they are still in business.
Besides the fact that they increased my price without sending me a notification ( they claim they did but i never got it ), i ended the contract with them before the end which was in April. I mainly used their internet to connect to my work VPN and it worked just fine until it didn't. The problem was the DNS static address which kept on kicking in every time i tried to access my VPN. After spending the usual 3 hours on the phone and being passed around different agents who were only good at asking my security details every time, after explaining my problem to each and every one of them, the last agent told me I need to pay an extra 5 GBp / month for a more secure hub but could not guarantee that this will fix my problem. That was the moment i decided i need to quit their service but surprise surprise, i need to pay an early disconnection fee of 150GBP. So they cause me the problem, they force me to quit their service and they want to charge me an early disconnection fee. This is the real hustle. Luckily, i can claim the disconnection fee from BT, so all good there. People, sooner or later, Virgin media will cause you headaches. Avoid this company like plague.
- Location
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- Location
- Stockton
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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Connection doesn't even reach the bedrooms upstairs
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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I was forced to move my home by my landlord as he is selling the house, and I was planning on taking my virgin media broadband with me, but turns out that virgin media does not provide services on my new address. So I was forced to close my contract prematurely, based on something outside of my control and due to virgin media limited service provision, and YET I am told I have to pay early cancellation fee of £222! This is extremely unfair and the fact that there is no leeway for this circumstance is outrageous.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
2 years and nothing happened.
- Location
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- Location
- Timperley
- Reviewing
- Virgin Media
- Date
- 2021-08-31
- Comments
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My mother in law called to renew her contract after her husband had recently passed away because she needed to change the name on the account and manage finances. After agreeing still a ridiculously high price they proceeded to send her a bill with new customer fees included. When she rang to question it, baring in mind she has been a customer for 20years they said well she’s now classed as a new customer so the fees were applied, she questioned this as she was never offered the new customer offers which were significantly lower. The response was well we are a business - if you take the higher price than we don’t offer the lower prices. Disgusting behaviour from Virgin Media, i will also be cancelling my account now!
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2021-08-30
- Comments
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Hello, it will be my story about vigine media, well at the beginning it was okay nothing about to complain, but bad things started to come out when I decided to cancel my contract, in first time when I did call them I spoke with guy about cancelling paid about 60 pounds I was like okay, and after 3 months they started to charge from me some bills, I was trying to call them 1 month, and finally I did it, and they said what this first guy didn't cancel my contract and after 60 pounds I paid 270 pounds to cancel it again, so that's how VIRGINMEDIA works .
- Location
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- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2021-08-30
- Comments
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DO NOT USE! Booked self installation broadband. Router apparently sent 3 times but never arrived. Spent hours on the phone endlessly being put through to different people who all told me different things. Was given "100% guarantee" of arrival of router several times - never arrived. Left me without broadband for 3 weeks. Ended up cancelling my contract and signing with a different company.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-08-29
- Comments
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Our whole package has been down now for4 days. & will go into the 5th since last update tonight. Due to an outage in this area, very frustrating, no information other than an outage and having to check ourselves on any updates. Never been without, telephone, t.v. WiFi altogether absolutely apauling and can’t even speak to a person
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-29
- Comments
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Firstly I've been with Virgin Media for many many Years when they used to be called NTL. Firstly i ordered a new remote control for my Virgin TiVo box and i recieved an old battered up remote control with dents, grease and scratches and dusts. How is this new and even hygienic i pay a lot of money for a whole virgin package. Secondly ive been havinh issues with their fast broadband and everytime i call no one helps. I dont need a technician sent to my home everytime for them to do and say the same thing and it still doesn't work. I don't want to stay on customer service calls for 2 hours waiting to hear the same things again and things i already tried. All i need is a new hub 4 sent to me or just boost my WiFi up a bit considering it doesn't work well and I'm a loyal customer who has every Virgin product. Virgin had amazing service but has been on a ver very big low recently and i am tempted to leave and go to BT or Sky unless things start to change.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-27
- Comments
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This guys are the worst anyone can deal with. Do not use them as they will milk you out of your money and their coverage is the worst in the UK.
Poorly ran company trying always to milk people!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-27
- Comments
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The speed is up and down, many technical issues in the area, especial in the evenings, they use an app for communication, which is really bad, I did not have access to my account many times, I couldn't see my account or change anything in my account, the customer service on call disconnect the calls, they provide wrong information, really bad communication. I had to move the contract into another property, really difficult, hours on the phone with different departments which were giving me different information, takes ages to move your contract. Not recommend to anybody. 0 stars
- Location
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- Location
- south shields
- Reviewing
- Virgin Media
- Date
- 2021-08-27
- Comments
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disgusting company moving to a new home and wanted to take virgin with me but they do not service the new home so they are charging me £240 early disconnection fee because they can not supply the service i currently pay for
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
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Absolutely terrible customer service. Been told many different things each time I have rang. Considering I was trying to sign up for virgin broadband I am appalled at how challenging this is been. I can’t even comment on the broadband reliability as they haven’t even been able to set this up. Will never use this company again.
- Location
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- Location
- York
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
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Vindictive Virgin
After repeated faults, raising costs, shrinking content After 30+ years. Try to exit the nightmare begins months months arguments threats harisement. Even after being gone months. Now VV sold on my data getting threats harisement from others. Warning.
Vindictive Virgin.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2021-08-25
- Comments
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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
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- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
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Absolutely astonished when I call to report an intermittent broadband fault all they want to do is try to sell me a more expensive router and mobile SIM card package… Customer services totally ****!!!
- Location
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- Location
- Sn21pp
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
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I wouldn't recommend to anyone there costumer services there rude they always lie and twist things there internet is so poor its always down and there TV packages are through the roof we are leaving them after being with them for 6 years they are rude rude and more rude just won't your money for a crap service
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-23
- Comments
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We called Virgin media over a month ago and we was promised a call back from the sales team but we heard nothing then we got three scam calls we told virgin media they admitted that they have had loads of customers complaining about this they advised us to report it as a crime we did but was promised a call back from virgin media but we did not so I went on live chat and after the chat even though I mentioned my issues and what the scammers questions asked and not to use these questions when the real virgin media called they ignored me and asked the same questions so my husband did not feel safe and neither does my son, do not choose virgin media I would never recommend them
- 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.