4,684 Customer Reviews over 118 pages
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2015-08-20
- Comments
-
Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
- Location
-
- Location
- Westyorjshire
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
Been virgin since 2008 same package doubled in price now L tv and 20mb unlimited no telephone£45 month.Internet very slow test daily only get 8.01 max 14mb forever going off if they contact me they want me to sign up for telephone up my speed to 50mb but they want more money.I could switch but I don't really need telephone with household bills rising think do really need tv anymore could do with freeview just have net.Prob be cheaper have someone else install phone and 12months free broadband I will be contacting virgin about slow broadband pay for 20mb should get that no better treated for stay loyal customer for 7 years cost £550 year I bet I could reduce by half
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
I'll be changing as soon as I can!!! These people know nothing about customer service. Had an almost monthly problem where they take my direct debit, send it back the next day then disconnect me... Then I have to ring them with my card to sort it out and wait 2 days for service again! Plus they make you feel like you've robbed them or something when you do call. And when I have service it's hardly reliable, sure its fast when it works... I'd rather have no broadband then pay them any more money!
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
i signed initally for a 18 months contract with virgin media on Feb 2014, which end on August 2015. On Feb 2015, i decided to move the house and the virgin customer service department, mentioned that they will move the virgin services to my new address and i have to stick with Virgin untill August 2015. When i tried to cancel the contract on August 2015, i was informed that they have signed a new contract untill Feb 2016, without my concern.
i contacted the Virgin outbounds department on 06/08 and was informed that, i can end my contract with a 30 day notice, however when contacted later, they informed that i have to be with the virgin media untill Feb 2016.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-08-18
- Comments
-
Absolute shambles. Virgin were supposed to install fibreoptic in my area 3 months ago when we moved home. After weeks of chasing, we found they installed Broadband on a road called Ormond Crescent rather than our road - Ormond Avenue. I'm not joking!
They went to the same numbered house on Ormond Crescent and drilled through a wall belonging to the elderly owner whilst she wasn't in.
No installation has yet happened and we have been without internet, phone and tv for 3 months. You could not make this up.
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2015-08-18
- Comments
-
I would not recommend that anyone go with Virgin Media or stay with them. RUN A MILE if you can. They do not care about their customers and their service is much less than terrible. Today I sat in my auntie's house who os over 80 years old. I went on behalf of her because Virgin Media were due to install a brand new up to date router because she was still being charged on the old blue yonder broadband provider which was not providing her with an acceptable service. We were told that they would come between 1 and 6pm. By 6.00 they hadn't arrived and we did not receive a phone call to explain where the engineer was or what was going on. I was told by Virgin Media at 5.50 that the engineer had stated in his system that 'he was on his way'. I asked her where he was coming from and how long he would be.She couldn't say because she didn't know. At 6.30 I rang AGAIN!. This time I asked to speak with a manager.The woman told me to explain the complaint and then she would put a mangaer on. After I told her that the engineer hadnt turned up, she tried to fob me off with....'Oh we usually tell our customers that sometimes they may run a little late'. The time was now 6.30pm and at 5.50pm I was told that he was on his way. At 7.00pm, the engineer still hadn't arrived. I rang for the third time and asked to speak with a manager. Someone called Johnathan claiming to be a manager told me that he couldnt locate him (CAN YOU BELIEVE THAT!) A worker couldnt be located. Ive nver heard of such nonsense before. They couldnt contact him but'He was held up in a job!'That is not what I was told before. Now this Johnathan was telling me that he was down to still come. Dearest customers, I had made plans, my auntie had made plans for after 6.00 bu we couldn't keep to our plans because Virgin Media has mucked up our day. I have never ever experienced from any provider such an awful,uncaring and unprofessional behaviour. My auntie cancelled Virgin Media and is now with sky broadband. I am also with sky broadband and they are amazing!!!So, speaking from experience.....leave Virgin Media and their crap service alone.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-08-18
- Comments
-
Been with Virgin since 2009. It has cost me £6618.20 in fees for TV, Broadband and telephone. They now want £130 disconnection fee as we are moving house, taking the grand total to just under £7000. The broadband speed and service is pretty good in my area. They have said putting cable in my new street, which is less than a mile away is 'not a priority'. They put your bill up a few times a year and if you refuse to pay, they put you on a new 12 month contract, which is where my problem arises. I don't want to leave them, but have been forced to. Please be aware that if you make changes, you will be given a 12 month contract addition. REFUSE at all costs.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-08-15
- Comments
-
Rubbish Interet, Rubbish and rude customer services. Disconnected internet and they were still charging us for phone line. Its customer agent promised to refund then second one said after few days. Stay away from them.
- Location
-
- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2015-08-14
- Comments
-
Absolutely appalling speed! No value for money!
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-08-14
- Comments
-
I'm now on, allegedly 100Mb download speed but, if anything, it's slower than it used to be. It's not a problem with the PC - speed tests online confirm I'm often getting only 15Mb. Using BBC IPlayer, I've noticed increasing problems with HD programs. Both TV and PC connected to the modem with ethernet cable. I'm simply not getting the speed that Virgin have promised--and which I pay a premium for. A very disatisfied customer. Waiting times to speak to someone in Customer service also way too long.
- Location
-
- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2015-08-14
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-12
- Comments
-
I signd up with V-midea abouthe 7months ago, all was good, had very little problems until I moved house..
I got myself a new build property, I told VM that I will be moving and I was told to ring them back before I move so I can transfer all my services over. So I rang them and they took my post code to which they said your house does not seem to have a cable connection so you can't have our services there. They said they will send a engineer out to confirm.
I was 1st told it would be 5-7 days so I thought that's fine it give me time to settle in. 6days went past with no call or news, so I phone them the guy then says sorry you was misinformed it can be up to 2weeks annoying but this like this happen. 2weeks went past and am still without my services. I phoned them again to ask what's going on as am still payin for the services. The guy then said it can take up to 2months. I said thats not fair how can you charge me for something am not getting. The guy them said you can cancel if you want. I said ok that's probably the best thing to do.. He said no problem it's a 250 cancellation fee. What the hell :@ so this is where am at. It's been 2weeks and 2days. I have had no phone call or email. Also have no Internet, phone or t.v but am still paying for them. Every call I make to them I's worse then the last. They where fast to install when I first went with them. But now they couldn't care less about me. The no they have trapped me in a contract and are now just taking the PI## with me. So far I have phoned then 5x and all I keep getting is you have to wait and it could be up to 2months. Am 26 and this is the 1st time I have moved and I can honestly say the most stressful thing off it all is having to deal with V,m. I will update as thing go on just so people can see how they have/will deal with this. I am ringing them again today to see if can actually get somewhere. My cousin had a similar problem with sky but the biggest difference was they had a engineer out within 4days and postponed his services and told him he would no be charged until they. Know if he can get sky
- Location
-
- Location
- Eltham
- Reviewing
- Virgin Media
- Date
- 2015-08-11
- Comments
-
I have never done a review and I've been with Virgin media broadband since last year and well I'm going to leave and get a new provider they really are very bad every day my internet goes down every day they say the same thing we found a fault after fixing the last fault and this is a new fault and will be fixed in 6 days this has been going on for almost a year I was with a provider for 6 years and it went down once virgin media everyday for a year the fact I have never done a review before and that should say a lot about how bad they have been i hope you take note of this review but even more that virgin media take note and provide what we pay for, it's a real shame
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-08-11
- Comments
-
The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
You can call 100000 times and every time you'll received different information and bad bad communication skills. It looks like no one know what that he'll they are doing!
I'm contacting ombudsman because my problem looks like no one can resolve!
People don't take this service EVER!
I made the mistake for lower prices I've changed sky which I had for 9 years without ANY problems and I've changed to save money however this company prove to me that cheaper cost you more!
Don't use this service!!!!!!
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2015-08-10
- Comments
-
after leaving Virgin Media due to the helpful way they sold me off to Talk Talk, I now find out that their ebilling system has been hacked - maybe mid July 2015 - they cant tell me if I have been compromised or not. they have account details; passwords; maybe copy bills in .pdf format with my home address on.
I understand it is their system that got compromised. letter only comes 2 weeks after the breach!
- Location
-
- Location
- County Antrim, NI
- Reviewing
- Virgin Media
- Date
- 2015-08-09
- Comments
-
I have been with virgin for about 8 years now with Broadband, TV and phone package. Although its a little pricey, I've never had any complaints with broadband speed or reliability. I had one issue about 2 years ago when my service completely stopped working, but this was fixed 2 days later by an engineer, free of charge. The only issue that I have ever had, is sometimes the customer service agents are a little difficult to understand due to speaking in broken English, but apart from that it has all been good (and long may it last)
- Location
-
- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2015-08-08
- Comments
-
Virgin media provide very fast broadband... sometimes. If you don't care about your internet dropping out for 2 minutes every 40 minutes or so then you should go with virgin. Unless of course you want a technical call center that can actually listen to you instead of trying the same thing every time you call which didn't fix the problem the first time. I personally feel a half hour wait for the complaints department is excessive but that's probably due to the number of people calling about their poor service.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-08-08
- Comments
-
Customer service is rubbish!! When joining, they were all sweet and when we were not informed about procedures when the 18 month contract finished, then the department indrirectly called us liars!! Never going back!!
- Location
-
- Location
- Penarth S Wales
- Reviewing
- Virgin Media
- Date
- 2015-08-08
- Comments
-
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
- Location
-
- Location
- Cardiff & Great Yarmouth
- Reviewing
- Virgin Media
- Date
- 2015-08-06
- Comments
-
My daughter, a student in Cardiff had a 9 month student contract, however, she is now at home in Great Yarmouth, she is still being charged for her account.
I contacted Virgin on her behalf and after waiting nearly 20 minute to get through to customer "services" I was told that the contact still had to be terminated after the 9 months, they have refused to reimburse her account. This is very miss leading selling tactics to students up and down the country. I was put on hold for a supervisor (at my request) and because by now it was 9.00 pm the call was abruptly terminated and I was talking to myself on a dead line!! I will be terminating my home contract - so they will lose a customer of 5 years into the bargain - NOT VERY HAPPY, will NOT have anything to do with them in future, so to all the parents of students out there BE WARNED in Virgins terms a 9 moth contract is NOT 9 months, it is 9 months util YOU terminate the contract - A COMPLETE CON, from which they must make huge extra income for NOTHING
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-06
- Comments
-
Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.
Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.
Advice here - DO NOT sign up to Virgin.
- Location
-
- Location
- Hackney
- Reviewing
- Virgin Media
- Date
- 2015-08-05
- Comments
-
The worst in my life.
I cannot recommend.
Very very bad and unreliable.
Cancel all the contract if you can.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2015-08-05
- Comments
-
I have been very disappointed with the servic3 from virgin media. From start to finish it has been a complete fiasco. We have not got the package we signed ip for, our phone number was not transferred correctly and wedo not have all the sports channels that we were toldwe would have. A total shambles they did not even have any idea of the package we had or length of contract!!!
- Location
-
- Location
- leicetershire
- Reviewing
- Virgin Media
- Date
- 2015-08-03
- Comments
-
Absolute rubbish service , you have to wait at least half hour on phone to speak to someone in another country aboutyour complaint ,even when the fault is their incompetence !!avoid at all costs
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-08-03
- Comments
-
I would really advise against virgin.
We were paying for 152 mb and actually only getting 6. When we called back up they'd say they would boost it for us and it would temporarily go to about 40mbs and then after an hour or so drop back down again.
They're highly difficult to deal with and really dishonest. I informed them I was moving out of my flatshare and wanted to transfer the account over to my flatmates who still lived there. 2 months later and it still hasn't been done. They're trying to make me pay a 60 quid disconnection fee and a 90 quid bill for the period of time that I haven't been living in the flat. Every person I speak to gives me a list of what they're do to help and then doesn't do it. They're truly truly awful. Do yourself a favour and steer completely clear of them unless you want to be cheated out of money.
- Location
-
- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2015-08-03
- Comments
-
AWFUL - Just awful. I have been with them close to 5+years [ Broadband &Phone(which is another story - now with a new provider) ] Broadband has been on the slide for last 2yrs ? Customer service are USELESS. Most cannot speak english and (as someone has already mentioned) when you phone them the FIRST suggestion to remedy the problem is the drone "Have you rebooted / reset your router" - Umm YES - Have rebooted it HUGE number of times, how about re booting the managers and the staff at %£$%£Virgin ? Broadband speed is SLooow. I am supposed to get 100+mb and I will be lucky if I average 50% and as for upload speed - Rated at 5mb. Last 2 months especially, I have been having lots of problems. After a while you just give up phoning their "customer service" as they are next to useless. Wait time for someone to come out to rectify any faults is 4+days I have given them notice and going with a pricier provider, at least I know they are reliable and consistent. Unlike the disingenuous bunch at Virgin. Classic, after having requested a new router for the last 2 years and being told that "Router is fine". I finally gave them notice and immediately was told "oh, I can see you have a old router, we can send you a new one which should sort out the problems" !! Really -- Perhaps YOU should refer to the customer notes as to me asking YOU to send me a new router ? Oh, we can knock 5£ off the bill , ha, after having ripped me off with price increases and NO service improvement, not to mention that when you knocked some money off my mobile, you STILL took the full amount !! I had to keep ringing you to get the refund ?
SERIOUSLY = a VERY sad company which is going down. West London ( where I am based ) should have good internet connectivity - Right now - my the internet goes off aroud midnight. Then around 12pm it might come back ... While there status page shows "all is fine" "we are doing wonderful" - Disjointed, dysfunctional is what this bunch are - All I can suggest - AVOID AVOID AVOID
- Location
-
- Location
- Marton-In-Cleveland
- Reviewing
- Virgin Media
- Date
- 2015-08-01
- Comments
-
As pensioners, my husband and myself both have mobility issues and had to move home on my husbands health grounds. We had Virgin Media for a long time but the address we were moving to was a none Virgin cabled area, so we were unable to have any of the service transferred. I rang to explain that we were moving home for health reasons to ground floor accommodation and they said that we would have to pay the remainder of the contract. Even though there was no cabling in our new area, they said it was our fault for moving. I asked if it was not equally their fault for not being able to supply the service and they said no. Ten days before Christmas, we forced to pay £220 to terminate the contract or they would declare us in default. I wrote a letter of complaint and got nowhere other than to confirm what the telephone agent had said. Care and compassion? They've never heard of it!! Avoid!!
- Location
-
- Location
- newtownabbey
- Reviewing
- Virgin Media
- Date
- 2015-07-30
- Comments
-
virgin broadband is total balls ,5g my arse youtube constantly buffering everything slow biggest piece of crap sky broadband lots better was able to connect to wifi across street cant get wifi in front garden with virgin would advise anybody never to get virgin
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-07-29
- Comments
-
Virgin are rubbish
Slowest broadband in the land if it works at all.
Prepare to spend hours on the phone and never get through to customer services.
Very expensive.
Be warned if you leave you get passed onto debt collectors for money you do not owe.
Virgin I will never be using your company again for anything.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-07-29
- Comments
-
I've been with cable since the ntl days. Pleasing service until nearly two years ago. Broadband painfully slow and TV non-existant. Waste of time battling over the phone and any threat of leaving is dismissed as a bluff. Do they think D/L of between 2.9 (mainly) and 9.4Mbs (a good day) is value for money on a 50Mb package? U/L even worse! My opinion is that they are fooling themselves in delusions of grandeur. The days of fast reliable service i think are over. It is now time to change provider.
- Location
-
- 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 SW
- Reviewing
- Virgin Media
- Date
- 2015-07-27
- Comments
-
Have been a customer for several years, because when it works it is hassle free and we have nothing else to compare it to, having not had cable TV and broadband from any other supplier. However...
'Customer service' is not only difficult/impossible to get through to, but often woefully inadequate or downright useless. We have been having problems with our broadband for a few days, which affects so much of what we do. Having booked an engineer to fix it, with very inflexible and wide time slots offered (surely with mobiles/email they can narrow the times down a bit ?), the engineer not only visited the wrong property, but also failed to alert the residents of that property to his arrival before leaving a 'you weren't in when i called' card. Trying to re-book an engineer took more than one hour on the telephone, to a call centre in India where English is far from a first language. By this time my normally placid, philosophical manner had turned to volcanic rage. I now have to wait another TWO DAYS for an engineer to come. Meanwhile, we are paying Virgin the normal direct debit because if we didn't, we would be cut off without argument. Any partial credit to our account for inconvenience etc will be limited to a daily rate which is inconsequential. All in all, very bad indeed.
- Location
-
- Location
- sunderland
- Reviewing
- Virgin Media
- Date
- 2015-07-23
- Comments
-
I dream of the day when I live in a country where I'm not ripped off by companies!50m phhh lucky to get 5. Basically virgin are over subscribing and can't keep up with demand and are reducing speed across the board to compensate!
- Location
-
- Location
- bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-07-22
- Comments
-
I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-07-21
- Comments
-
Good points:
- The set up process was simple.
- Customer service of installation staff was brilliant.
- Internet speeds were great (when internet was working). Could stream movies etc. on two devices at once with no problem.
- Online account useful to check bills/payments etc.
Bad points:
- Internet would cut off sometimes, and on occasion not reconnect for an entire day, even when Hub is restarted.
- Price increased by too much within the contract period. And was already a bit expensive in my opinion for the service being provided.
- Customer service I received over the phone was terrible. I couldn't understand the advisor (as his English was poor), and he couldn't understand my accent either. This made what should be a simple process of ending the contract unnecessarily complicated.
Cannot comment on parental controls as did not use them but they are offered.
Overall the broadband itself was great (speedwise) but at times unreliable, and customer service over the phone was awful.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-07-20
- Comments
-
The student packages from Virgin media are, like most student living packages, extortionate. For the price we were paying I expected fast and reliable broadband, instead we got slow and patchy. Most days we would have to start the day by turning the box off and on again to kickstart the wifi. Most weeks this had to be done numerous times. For a house full of students who have mountains of research to do each day, ensuring the broadband is working is at the back of our minds. This problem has occured every time I have used a virgin box, and unfortunately my new accommodation is exactly the same (we did not get a choice of broadband provider). Never again will I be using virgin for any kind of media, I can't trust it.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-07-19
- Comments
-
The service is unacceptable. Since we moved it got worst. We were told that we can be reconnected after 18days because there is no technician available earlier! We can't stay so many days with no internet and they don't care because we have a contract and if we want to resign we have to pay 120pounds! If they don't have enough staff they should get more because the customers can't wait for that long! Is unbelievable..we are in 2015! In London
- 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.