4,684 Customer Reviews over 118 pages
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- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2015-12-21
- Comments
-
I signed a long term contract then they send me a letter after a couple of months telling me its going up £47.88 per year,they only catch me once when my contracts up they can stick it where the sun shines forever,dont get mad get even!!
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-12-20
- Comments
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When it works it works well, I get great upload and download speeds, when it fails they tell me it'll take days for the engineers to fix a problem.
Now anyone with any knowledge of the internet knows that unless the problem is with the relay box right around the corner from you then they can disable the server and make a route around it; after all they're supposed to have the best broadband infrastructure in the UK so routing around one server hub would cause a small, almost unnoticeable drop in my total internet speed as well as everyone elses, it's made me wonder why they don't do this instead of putting me on their old wires and giving me an internet speed that is 30x slower than the download speed on my mobile phone (making me wish it had an unlimited data plan or you could pay X amount of money a day for unlimited data as I could just use it then as my internet while these sluggish engineers (who I was promised; probably falsely are there currently working on it)
I've seen one of the biggest servers for an MMO (eve's tranquility server, based in London, capable of holding upwards of 100k people on it) go down before repeatedly and the absolute max time it's ever been down for was one day; for which all players were reimbursed. If it does go down, four hours are usually the max one would have to wait for the engineers to have it running again. Oh yeah and since it's a multi node server (essentially it's own little big internet) they route around small problems while they are being fixed with people rarely noticing.
So if they can do it so easily why can't virgin engineers do the same.
Simple; the engineers are either not there (the person on the phone is lying; I'll call back to confirm after posting this), they are completely incompetent that they cannot locate the problem or they are working with equipment that is either above their ability or they were never trained to fix, hence being told that it will be fixed in 72h from our first call despite suffering problems for a week.
You'd expect them to notice a small problem and fix it but they need to be told about it.
Absolutely useless.
Sorry if some of this is incomprehensible, I've been doing three things at once not including the review.
Virgin media, it's about time you got on the ball and fixed these problems, rather than leaving us to sit and wait for days around the Christmas period.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-12-17
- Comments
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I was misold a Virgin media contract and then misold upgrades, the staff on the phone lied to me about introductionary offers. I have since complained about this and been told the calls are recorded for training and monitoring purposes only and will not be used to prove whether I was lied to. I can either pay an extortionate cancellation fee or bend over and take it from them. Absolutley discusted.
- Location
-
- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2015-12-16
- Comments
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I got it setup about 1 and a half weeks ago and i wanted the super hub up stairs and he refused and installed in down stairs were i didnt want it!, Not getting the promised speeds and it keeps sying randomly, Got told i had to wait 1 week to get this sorted?, Im new and im already very unhappy... Do you treat everyone like this?, Horrible service!
First time i ever first tried it
http://www.speedtest.net/my-result/4909882683 (Wireless) but it changed and got worse with wireless, (Not a stable connection)
With plugin
http://www.speedtest.net/my-result/4915129177
A higher download speed but a worse upload speed (it changes all the time!!)
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-12-15
- Comments
-
Nowhere nearer the performance I am paying for yet they'll happily up my bill.
Upon complaining told area is over subscribed and is being investigated (area 20) but nothing has changed for years.
- Location
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- Location
- Warminster
- Reviewing
- Virgin Media
- Date
- 2015-12-14
- Comments
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Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-12-13
- Comments
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I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.
Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.
If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2015-12-13
- Comments
-
Where do I start broadband well they are always improving the service which is there reasoning behind the fact that it's is slow and very limited service. Avoid avoid avoid do not give them the time of day if you expect to get a service you pay for as you would get more return on your money by throwing it down a drain
- Location
-
- Location
- Ashton Under Lyne
- Reviewing
- Virgin Media
- Date
- 2015-12-12
- Comments
-
Excellent service provider, excellent customer service.
Have been with Virgin since they were NTL and they always resolve a problem ASAP - (Very few and far Between)
- Location
-
- Location
- doncaster
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
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I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
- Location
-
- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
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As for the broadband itself it is fast BUT they throttle it so much that sometimes it's hardly worth having!
Mainly came here to warn of their customer service and underhand tactics though...
To all a warning.
If you are thinking about reducing/increasing your services with Virgin be completely and 100% sure of what you are getting into as I have just been royally shafted and I WILL take them to court if it isn't corrected!
On the 28th November at my request I had my services reduced right down to 50mb Broadband, Evenings and weekends phone and 'M' TV.
A few days later on the 5th December I received a letter from Virgin with the terms of my new contract, wait... Contract??? This isn't what I asked for, I asked for a reduction in services not a new contract!! So I rang them that evening and spoke to a gentleman on the phone who told me this is standard practice for any change in services. (Basically if you change your services you begin a new contract.)
However, I did NOT ask for a new contract, I did NOT consent to a new contract and I was NOT informed I was entering into a new contract)
So during this phone call to them I was informed of this and I explained to them that I never consented. I said I wanted my services but I didn't want to be in a contract as I had only 'reduced' my services. The gentleman on the phone said I would need to speak to the contracts department which was open at different times (I had called late in the evening)
Due to my job I was unable to call again until today where I spoke to a lady again about the problem. She was very nice and friendly (at first) and did everything she could to reduce the cost of my bill. Since I have moved to Sky for my TV and did NOT want to be in a contract with virgin I declined and that's when the fun started!
The lady on the phone told me because I was still within the 14 days cancellation period (a mute point anyway since the contract is illegal) she could cancel my services HOWEVER I would be liable for the 30 days notice period! What?? Is she for real? It's an illegal contract as I never consented to it!
Again I argued my case and she said she would put me through to the contracts department.
A few minutes later she came back on the phone and told me that she had spoken to them and they had informed her that since I was aware I was in a contract (because I had spoken to the gentleman on the 5th) that I was liable for the 30 days!!!
I argued my case that whether I was aware of the contract or not I had still at no point consented to being in such contract and that their terms were void as a result!
She had previously asked me why I didn't cancel my services on the 5th and I had told her that it was because I wanted to keep my services. At this point she re-raised that part of the conversation and twisted my words stating that I had said I wanted to USE my services and that meant I was liable for the 30 days. She made a point in saying that all called are recorded and that's why she asked that question! She was being quite smarmy to be honest and I told her to put me through to the contracts department. She refused point blank to transfer me numerous times whilst telling me that SHE was my last port of call! Basically that I couldn't do anything about it and I had to pay the 30 days. I lost my temper and hung up!!
Virgin entered me into a contract WITHOUT my permission, and then have shafted me into paying the 30 days cancellation period under the terms of the very contract I did NOT consent to!!
Virgin, if this contract isn't voided I WILL take you to court as what you have done is against the law!!
If someone would like to contact me to discuss the matter further then please do.
Regards
- Location
-
- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Comments
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Virgin is the worst broadband provider I've ever been with. On top of your monthly bill they charge for extras without actually telling you what they're for there's so many hidden fees. On top of that the Internet never works for a start its incredibly slow and is forever going down especially at peak times. When over charged for our bill we had a horrible experience with customer services who refused to tell us what our extra charges were for and avoided the question. Women on the phone was rude from the start and when we found another problem we quickly rang back, got the same woman and she laughed at us when she picked up the phone which I think is just rude. Ridiculously expensive and not worth the hassle unfortunately we are locked into a 9month contract but when it's finished we will be changing to sky or bt.
- Location
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- Location
- glasgow, scotland
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Comments
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The most serious problem is very unreliable access to email. It's off (again!) this afternoon. Despite the hassle I'm seriously considering switching.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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The star ratings are generous, as everything above would not even be rateable especially the speed, it makes me laugh all of your TV adverts you claim it to be the real deal fast internet when really it is a complete myth.
I am currently trying to play call of duty and as many of you know there is nothing more frustrating then getting killed, let alone being able to move. Trying to ring you now but obviously on hold
Thank you for your service completely utter rubbish.
- Location
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- Location
- Lewisham
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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I have had virgin media fibre optic broadband for more than 5 years now. It is ONLINE 99.9% of the time. Even if their system goes down for a day they refund £5 on the monthly bill. Internet is super fast and extremely reliable. The only downside is the cost which is expensive compared to something like TalkTalk but the peace of mind achieved by taking Virgin is priceless. I know this because i have two houses and one has virgin fibre and other has talktalk adsl. Just get the fibre optic, you will thank yourself. I am writing this review because i am missing my virgin broadband at other house since it is being renovated now.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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After four months it is reasonable to say I have experienced a representative period that defines my dissatisfaction. The Indian call centre makes understanding and communication ineffective and frustrating. My current impasse is inaccessibility to my e-mails and their online chat service is infuriating inasmuch as they do not understand then tell me in a language bordering on gibberish that I should solve the problem. When it is pointed out that if I could have I would have without raising my blood pressure at the futility of my attempts to resolve the issue. Having undergone major cardiac surgery I can say hand on heart that the pain of dealing with VM is profoundly more acute.
- Location
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- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
- Location
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- Location
- Beckenham
- Reviewing
- Virgin Media
- Date
- 2015-12-07
- Comments
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Every few days the internet will go off due to this and that, that's the most frustrating thing that happens, so annoyed I decided to write a review, bye
- Location
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- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- Comments
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Great internet but phone service and WiFi from Super-hub it utter rubbish. Counting the month's until the contract is over.
- Location
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- Location
- Southend on Sea
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- Comments
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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
- Battersea
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- Comments
-
Don't get virgin media. It is not only agonisingly slow when there is a connection at all, but the connection is highly unreliable. It is impossible to watch any online programme, and downloading anything is a nightmare because it takes so long. I know all broadband providers overstate their service in their advertisements, but Virgin media tells outright lies: "up to" speed claims imply that there would be a connection in the first place. Customer service are never able to solve problems so I no longer spend the long waiting times trying to get through to them. Without doubt the worst broadband provider I have had in 20 years of online experience (ie, even compared to old dial up services).
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-12-05
- Comments
-
Terrible service. I'd been paying for "up to 100mbps" for a while but I never managed anywhere near that and during evenings and weekends would regularly get 11mbps! When I'd signed up for the deal the lady at Virgin assured me that at busy times the speed I'd receive might be slightly slower - she said about 5% slower. I couldn't believe the rubbish speeds I was getting. I then changed my package to 50mbps and I can actually now get this mid morning during the working week. At the weekends or evenings it's still normally 12-24mbps. Pathetic Virgin, I am seriously unimpressed. Unfortunately I cannot change my contract now as I am moving in less than a year. Stuck with this rubbish now for a bit longer.
- Location
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- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2015-12-03
- Comments
-
Made an order arranged to be installed today 3/12/15 between 1pm and 6pm and no show after ringing at 6:30pm to see if someone was coming i was told the engineer is stuck on a job which in all fairness it happens so thought thats fine was told he would be finished within 15 mins and would bd with us its now 8:30pm anx still no show.
Ive took time off work lost money as im self employed for no reason at all now as no one as turned up
First inpressions vount virgin media and this aint a good ond at all is it.
- Location
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- Location
- Edgware, Middlesex
- Reviewing
- Virgin Media
- Date
- 2015-12-03
- Comments
-
I regret having moved from Sky & strongly advise anyone NOT to use Virgin Media ever. My broadband speed is ridiculously slow & so very often i do not have the internet (in 1 month, i complained about not having an internet connection 9 times!) It really is a joke. The engineer is coming yet again this Saturday, he'll say we have a problem but it won't be solved. our monthly bill with Virgin Media averages £125.00 (phone, broadband & TV package), what a waste of money. If broadband is not sorted by next week, then we'll be taking our business to another company. Shame on you Virgin Media!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-12-03
- Comments
-
Absolutely aweful and nonexistant customer service. Untrained customerservice advisors with no tools or knowledge not just once but have spoken to over 12 customerservice advisors over the 5 months and no one knows what they can or cannot do. Only know to apologise every 5 seconds and say "I totally understand its our tecnical error but we cant do anything about it". Found out from one of them they apparently have multiple call centers and some of them do not have email access so the staff dont know what they have to do in certain circumstances apart from just keep apologising. Supervisors are always doing meetings!! they never have time to do customer service.
Never expected this from a company like this so big. They are not customer focused at all.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-12-02
- Comments
-
It's horrible! First the internet connection goes down for a few days, then once it's back it continues to constantly disconnect! Stupid, stupid, stupid!
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-12-02
- Location
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- Location
- great yarmouth
- Reviewing
- Virgin Media
- Date
- 2015-12-02
- Comments
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just simply they are the worst people to deal with,if you try to cancel they will put you through to several different people and change your free 150 number to an 08444 number without telling you .And beware if you do get through to someone to cancel your account the chances are they will still take their next payment out and you will have to wait 45 days to get your money back.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-12-01
- Comments
-
Definitely not worth what they charge. Incredibly low speed in the evenings, and faults that are not fixed for hours at least once a month. They increase their fee every 6 months and though their technicians have been helpful at times, generally their customer service is useless. The most unreliable broadband service I have even encountered; AVOID.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-11-30
- Comments
-
I'm struggling to gather the correct words to express my experience with Virgin customer service staff. I find it hard to understand the accents of foreign employees which exacerbates the situation. When signing up I explained I do not want to pay by Direct debit which was supposedly arranged but unknowingly whilst I was making payments online Virgin were also taking the payments via direct debit. So I called in October to cancel the direct debit and the advisor refunded me but the way the payments worked out each month I didn't require a refund so now I'm being charged for my bill and on top of that a £60 refund which I can not afford the advisor didnt offer a payment plan although I told him I'm out of work nor did I receive an apology throughout the entire conversation his language skills were so poor he sounded rude I find this with alot foreign customer service advisors. On this phone call he made me feel like a complete incompetent because I couldn't understand what was being said some of his words were: (youre not listening to me, why are you not understanding what I'm saying, your confusing yourself and making this difficult) these are not the words of a well trained and professional service advisor this is not the way you speak to a customer. I'll be leaving Virgin in January.
- Location
-
- Location
- Swinton
- Reviewing
- Virgin Media
- Date
- 2015-11-29
- Comments
-
What lets Virgin down is the Email, it is off-line almost as much as it is on-line and is completely useless for business use. Add to this, theat Virgin took a rolling contract and made it a 12-month contract without asking me and fairly plainly the only use for virgin is as a "Carrier" for other services, not as an Email provider.
- Location
-
- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2015-11-29
- Comments
-
No coment. I didn't get what was in the package that I bought, was a voucher in offer when I was ask customers service was told me that was mistaken with name, second time that im not anymore eligible last time I was speaking with one of the manager and was promise me that I will be have the voucher because was made notice in my account. The guy for customers service was told me you have to wait 28 days for that.Im with Virgin more than 5 years no benefit at all.
- Location
-
- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2015-11-28
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-11-27
- Comments
-
Day time 100mbs
evening 1-2 mbs in other words usless
If you ring virgin (closed after 5pm)
will only do test in day time. No help what so ever full of crap.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-11-26
- Comments
-
Horrific experience, STAY AWAY!!!
I got a promotion offer sent to my address from Virgin media.
I selected my package and rang and booked an appointment for Saturday the the 22nd Nov, I waited in and tracked the delivery from 9am, at 2.30pm, just as my patient was about give out, there was a status change online to say sorry we missed you at your address, pls reschedule. Clearly I had in fact been at my address and mobile phone to hand, no call, no door bell. Yodel the delivery company is not contactable after 1pm on Saturday and their online chat did nothing.
I called Virgin Media, and having been put through to and explained the situation to 4 different people, all of whom were of the opinion I had missed the delivery and should consider waiting in for another day or I should collect and install the package from the depo myself. Finally having complained to Yodel I realize Virgin gave them the incorrect address. So back to yet another network of calls with Virgin media, where I am told that the only way to correct the address is to cancel the account and start all over again. I am offered my first 2 month free, so think, ok one more shot! New appointment booked Friday the 27th Nov, my parents kindly agreeing to wait in for them. Nervous that there would be an issue and this time at the expense of my family, I called the day before to confirm the appointment, only to discover that the appointment had been made for the Saturday the 5th, and yet AGAIN on the wrong address. I ended up with one individual from Virgin Media on the land line telling me one thing, then a second Virgin Media person called me on a mobile and told me the opposite, at the point in which the Virgin Media staff member on the land line asks ME, to ask his colleague on the mobile line, to logout of my account, so that he can cancel it for the third time, I have finally lost all patients. YES PLS, CANCEL, CANCEL, CANCEL!!
To note, they managed to send the promotion to the correct address!
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-11-26
- Comments
-
Customer service is beyond poor. phoned to cancel month to month rolling contract to be told they had placed me on a 12 month contract without informing me. trying to charge an extra £60 for me to leave. Will not be happening. All works fine with virgin until you want to switch providers and then they claim you've signed something you haven't even seen.
- Location
-
- Location
- Chatham
- Reviewing
- Virgin Media
- Date
- 2015-11-24
- Comments
-
Review on behalf of my father who signed up with one of their reps. Without going into details (which would take pages) they didn't deliver what they said they would, then put the price up within months. Managed to get out of the contract, but no way of getting in touch with them. Customer Service is non existent!
- Location
-
- Location
- stoke newington
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
-
five stars go to customer service as in they pick up the phone but no solution as below:
hello,
I am still waiting for connection after several weeks.
I am told that now that you are waiting for a parking bay location and still there is no date for this.
I am told that the best thing would be to have a basic line then once you intall the fibre to connect to this.
My questions is how long does one need to wait? you are so fast in the sales dept to getting me to agree to have your services, in fact i would get several calls a day asking me if I would like to accept, whcih I did but several weeks later??? still no connection.
I am not a happy customer, I have a small business that though of having ultra fast internet to bring in custom.
Several weeks later, it has cost me to have pay as you go donggle, no phone number, so i cant even create a headed letter or business card etc..
I am totaly fed up, but as its taken me this long and the run up xmas i have no choice in this matter but to either wait for someday you connect me, or simply swallow the bullet and go to another company.
- Location
-
- Location
- Mitcham
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
-
very unhappy from that how they care about me after being good customer over 3 years. I had to move my home and I called virgin 2 weeks in advance asking can I use them in my new house and they said "ooo dont worry we conect you strait away". After my move I called to ask How to connect the router as there wasn,t cable box installed from outsite, they said we will send you engineer in 1 week time. After 1 week the engineer didn,t turn up and virgin didn,t even let me know about that. When I called them they said the instalation is moved for 2 months ahead. Can you emagine this idiots even expected payment from me. Tell me guys who is paying for not getting broadband. DON,T EVEN THINK ABOUT JOINING VIRGIN MEDEIA!!!
- 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.