4,691 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
-
Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).
THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
- Location
-
- Location
- Debden
- Reviewing
- Virgin Media
- Date
- 2016-01-13
- Comments
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Normal connection (fairly fast download but not so stable). The problem is when you have some issue: customer care is useless, they are super slow on coming back to you and it looks like they are pretty unable to solve technical problems.
On top of that they have oversold so the network is pretty stuck and overcrowded (it means that is pretty unusable during the evening and the week end).
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-17
- Comments
-
Hi all, Virgin Media is a good provider untill you have an issue.
Internet connection went down 10th of Jan, the first engineer came the 16th, and he left without telling us what he has done or what to do next, internet down, I had to call Customer Service several time to find out that he discovered a fault in a wire outside the house and someone was booked to fix it the 16th of Feb (a month later).
16th of feb: Another engineer appeared ten to one, and he sneaked out ten past one, same story, we had no idea what he did and if he fixed something.
Guess what..not only he didn't fix internet but tv wasn't working either.
Several calls to customer service later, and with several I mean 6 hours later, and after repeating the story too many time to too many people, no one was able not only to help me but not even to let me know if the engineer actually did something.
Long story short, another engineer booked for the 23rd of feb, 1 month and an half without internet... A provider should provide! Waste of money, time and health
- Location
-
- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2022-08-29
- Comments
-
Awful customer service. Charged us £30 to not renew our contract, which had doubled in price. I don't understand how they can do that. Avoid at all costs.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2018-08-29
- Comments
-
I find your service disgusting, I wanted to become a virgin media customer I applied and my order went though and they gave me a date for this to be fitted I waited in all day for a no show, I then contacted virgin media for them to tell me I had to pay an upfront cost even tho it’s stated FREE then to be told that it was due to my credit check I wasn’t aware of this happening and wasn’t notified so I waited in for nothing, I then exsplained this to one of the oparaters! It’s fauls advertising it should state FREE upfront cost prior to credit check, I then exsplined id go somewhere else and she tried to push other deals on me, that was the deal I wanted and wasn’t aware of the credit check and wasn’t aware id have to pay an up front cost, yous didn’t keep me updated on my order really not happy I think you should state things more clearly and keep your customers up to date in future!
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
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Absolute lack of communication between departments and very unprofessional. I contacted sales rep as per instructions to cancel contract within the 14 day cooling off period. Got the usual but madam spiel. Was told contract would be cancelled. I asked if I would get confirmation and was told I would. Not trusting the rep, I emailed virgin media to confirm cancellation. Then a week later I receive a text saying they would be connecting me, replied to text that I had cancelled. Their reply to this was to not worry and they would phone me before installation day, next day they phone me on my mobile and leave a message re installation time and date.......sheesh. Company need to replace their workforce with a competent one!
- Location
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Absolutely shocking. I would never ever be a virgin customer again and would strongly advise anybody looking for broadband not to go with them!
I ordered my broadband package on 4th Jan and by the 10th March I'd given up waiting for it to be installed!! I only had one phone call in the whole time I was waiting and when I had to ring to find out what was happening I basically got told that 'I wasn't a priority because I was domestic and not commercial'. Really poor customer service and no way of being able to make a complaint...
- Location
-
- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2022-01-28
- Comments
-
Absolutely dreadful service
Absolutely dreadful service. Have been unable to access my email now for almost a week. Contacted virginmedia 3 times spending over 2 hours on the phone then being cut off and the problem is still not resolved. Was told I would be contacted by them within 24 hours on each occasion and they never did. No access to important documents and information is totally unacceptable. Appalling service … avoid!!!
- Location
-
- Location
- northern ireland
- Reviewing
- Virgin Media
- Date
- 2019-04-25
- Comments
-
Do not supply the speed they sell, not matter what they tell you or try to fix.
Hidden charges, they will state free set up, and then add an activation fee of £25.
The SD picture is the worse quality you will ever see on any provider, this is a ploy to get you to upgrade to HD at extra cost. I am 2 months into the contract and its the worse move I ever made, there customer service is shocking, waste of time contacting them. 10 months to go back to SKYQ.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-04-01
- Comments
-
Virgin Media are highly unethical and could be described as profiteering:
* They set high prices, hook people in with a reasonable deal, customers then find their prices are effectively hiked 70%+ after a year.
* They do not offer the same prices for existing customers as for new customers. I'm therefore being discriminated against new customers. I've currently been offered a package at £38 (best deal they can offer) which is online to new customers at £29.99. This is unethical and I do not understand how they get away with this shameful business practice.
* They said to me I could not move to another provider as currently Corona Virus restrictions mean their competitors cannot complete any installs. They are using this as a tool to keep prices high knowing I can't go to their competitors with current movement restrictions.
Further:
* Their Customer Services have been extremely poor for a number of years. One example is they cannot send my bills to my personal email address - because I used it at a previous address when I moved house. I could go on, but will spare all the details.
* Virgin Media also said that if I cancel, then no one else can take out a contract with Virgin at my address for at lease 3 months.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-06-26
- Comments
-
My broadband has been on and off for 10 days now and has now completely stopped for several hours. Virgin just give excuses, keep informing me it's working again, but its not. Really poor customer service.
I could write a small paper on the issues I've had with Virgin Media but simply put, they have the worst customer service I've seen from any company
- Location
-
- Location
- hartlepool
- Reviewing
- Virgin Media
- Date
- 2014-03-29
- Comments
-
Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
I used to be an engineer with virgin but have now left and work for sky.
I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-08-28
- Location
-
- Location
- Hampton
- Reviewing
- Virgin Media
- Date
- 2017-11-12
- Comments
-
Internet connection works well 100mps for household of 3 people.
My review is about Virgin trying to swindle extra money out of your direct debits, as if intentionally.
JUST BE VERY AWARE: My bill is £30 a month however I have been getting charged £55 a month for the last 6 months and they say they will update it and the last time I heard this they said they have to deduct this off my next bill. They did. For one month. Then the charges were back up again. As if they do this on purpose in hope people do not realise. I hope this is not the case but I’m not sure I’m convinced.
SUMMARY: If you go with Virgin be prepared to check your bill regularly and have multiple customer service calls ensure it stays per your contract. I wouldn’t like to think how much they’re going to jump it up to once my first 12 months are over. Fortunately I’m leaving before I find out.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2016-07-03
- Comments
-
Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-03-07
- Comments
-
Been with Virgin Media for 14 years. The broadband is good, albeit goes down a few times a year. Big issue is if you ever have to phone them they are useless - hours on the phone and seldom able to help. Best just to wait until services return or accept they will not setup your account or be helpful. Ive even had them promise I wasn't tied into a term, for someone else from Virgin to say that was a lie. If you are lucky you will get through to someone in uk as they are much more able to help - the foreign call centres are a waste of space / effort calling them.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2015-10-15
- Comments
-
Been with Virgin for ten years at different addresses and the broadband speed has always been decent. Never amazing never poor but prone to the odd disruption, nothing too serious.
The problem is when you speak to them both on the phone and in their shops.
I went in to see them having noted that my bill had over the years increased from a flat £28 to £38, which had been dutifully paid on time every time. I thought I may be due an upgrade. Having listened to what I said the chap then told me what I could pay to upgrade to and I noted that I'd be better off leaving them and then coming back on board as a new customer. He didn't pay any attention to what I was saying really and was just mired in his sales patter. Essentially I got nothing out of him in terms of upgrade, service or sense.
On the phone they are just as bad. I have waited in all day for an engineer to show up and fix my phone land-line (essential as their mobile coverage is so bad). Today, having phoned up to enquire as to why he's not shown up I was offered a new less convenient appointment and a mild lecture on keeping appointments. It didn't help my mood or appreciation of this rotten lot.
- Location
-
- Location
- Tate
- Reviewing
- Virgin Media
- Date
- 2023-05-16
- Comments
-
Terrible Experience with Virgin Media - Overcharging and Poor Customer Service
I recently had an extremely frustrating experience with Virgin Media, which motivated me to whine about it online.
The main issue arose when I noticed unexplained additional charges on my monthly bill. Concerned about these unexpected expenses, I contacted Virgin Media's customer service not once, not twice, but three times in an attempt to resolve the matter. Each time, I patiently explained my situation and spent a considerable amount of time on the phone (in total almost 3h!).
During these calls, the customer service representatives assured me that the problem had been identified and resolved. However, after every call, subsequent bills continued to state incorrect charges (over double what was stated in my contract!), despite the assurances given. Basically, Virgin added some extra services to my contract without my consent.
Over the last 5 years, I experienced numerous problems with Virgin Media but it would take short book to describe in detail. I would recommend everyone to pick ANY broadband provider but not Virgin. They are absolutely the worst.
- Location
-
- Location
- Bradford Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-04-21
- Comments
-
Totally unreliable broadband at least 2 or 3 times a day the speed drops below 1mb rubbish wouldn't recommend to anyone
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2009-11-24
- Comments
-
Brilliant speed and value for money WHEN ITS WORKING! Very unreliable.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-12
- Comments
-
We have been with Virgin Media for a little over 3 years (initially at 100mbs and a year ago we upgraded to 200mbps). We also have had a landline service through Virgin Media.
The creeping, and significant, price increases and increasing outages and poor connections finally persuaded us that we should leave - and doing so has convinced me that I'd never wish to have anything to do with this company again (and neither would I recommend anyone else to do so). It's almost impossible to get through to the right person on the 150 number (the only way you can cancel apart from writing a letter to the address given in the terms and conditions).
In the end I had to send a recorded delivery letter (never acknowledged) and (finally) manage to get through to the correct department on the 150 number. Since I finally succeeded in ending the contract I've received two calls from "retentions" offering ever lower prices to persuade me to stay. There are infinitely better providers in parts of London and I am now happily with one.
- Location
-
- Location
- Altrincham
- Reviewing
- Virgin Media
- Date
- 2023-08-10
- Comments
-
Absolutely awful.
My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-10-02
- Comments
-
Virgin Media cut off my broadband following a confusion about the addresses in my block of flats without my permission and have been unable to reconnect in 10 days despite numerous telephone calls and explanations. They are unable to give me a timescale and I have been misled repeatedly by a member of their sales team about their intentions.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2021-10-06
- Comments
-
Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
- Location
-
- Location
- Carlisle
- Reviewing
- Virgin Media
- Date
- 2017-10-04
- Comments
-
phone line has been down 2 weeks now kept being told different days and times it would be fixed still not. Asked to speak to supervisor twice and hung up on twice.Did not even no it was off until told by a relative.virgin just don't care
at all about their customers. when they say they will phone back they don't they just use excuses all the time it is also obvious Richard Branson does not give a damn. will never use virginmedia again
- Location
-
- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2023-01-04
- Comments
-
Wednesday 27th, on text message I change emails passwords and have a message as below....
"Great! Also we have a great deal for you this is our PH & BB Dual Bundle
Volt 1GB (500-1GB) Broadband
Weekend chatter
for £48 only in 18 months contract
And 10Gb O2 sim unlimited minutes and txt for £10 only in 18 months contract. you will get a estimated download speed range to your router is between 1,092 and 1140 Mbps and a free Hub 5.This is our Volt package you will also get a free wifi pods.
The WiFi Pods are clever little devices that plug into any normal three-pin socket in your house. They’ll team up with your Virgin Media Hub to supercharge your WiFi coverage – eliminating blackspots and giving you WiFi, all around your home.
As part of the Volt package we can offer up to 3 pods at no extra cost! Sounds good right?". ..
I decide to leave as don't want a O2 sim. SO... Virgin confirm 27th Jan as leaving date -.... they offer me this deal BUT I decline and have also changed my email address and passwords.....THEN..
Today 30th Dec - I try to go ahead with deal (only Virgin does fibre) but they forgot to change my password and I can't do it on message. I ring up and 45 mins later two Indian speaking English so badly I can't understand them at all. I ask them to set up the correct email so I can do it online and they still have not done it. The worst customer service I have ever experienced and there Fibre broadband is rubbish too.
- Location
-
- Location
- North Shields
- Reviewing
- Virgin Media
- Date
- 2023-01-26
- Comments
-
Left Virgin. Due to CS behaviour. Speed of Broadband. Absolutely awful
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
-
RUBBISH SERVICE.EVEN WORSE CUSTOMER SERVICE WATCH OUT FOR THE SALE TEAM CROCKS
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-11-29
- Comments
-
Not directly broadband issue but since most contracts are dealt with as a package...Just putting this on here in hope it stops others suffering the same. My father has just had to move into a home due to terminal cancer, so my sister rang virgin media to have the phone contract for the family home changed into my mums name, they said that wouldnt be a problem but maybe at same time it was best to update the contract to a new version with a better deal. At this point nothing was ever detailed about any break in service. But then disaster strikes the landline is cut off and an along with that an emergency pull cord system that my mother needs due to severe ill health and disability is no longer active and when you ring up and spend an hour and a half explaining you are still told youll have to wait another 5 days at which point they might get you back online. Totally disgraceful company. So people please be aware they dont tell you the consequences of changing contracts
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-12-17
- Comments
-
Worst move I ever made coming to them. Only with them since 26/11 and been no end of problems. Latest broaddown since power cut last night and keep changing anticipated up time. Avoid for your sanity
- Location
-
- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2023-12-04
- Comments
-
Total waste of money, I upped my speed and have gotten a less reliable service. What an absolute shambles of a company with no accountability or person to talk about the issues. Has turned not a faceless organisation with poor customer service and reliable internet speed and strength.
- Location
-
- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2018-09-17
- Comments
-
If this was reliable then it would be fantastic 200mb BUT ! and it is a massive BUT ! virgin reliability is worse than utter and total incompetence. They do not care about existing and even new customers they can not cope yet still take on new customers and at peak time our service can drop to 20mb and today it reached a new low of under 2mb YES non fibre can be quicker shame on Virgin media get a grip and honour the contracts you enter with customers they are legally binding for you as well
Do I recommend virgin media broadband NOT AT PRESENT TILL THEY CHANGE AND THIS MEANS A LOT OF TOP MANAGEMENT NEED TO BE REPLACED
- Location
-
- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
-
Where do I start? Been with NTL / Virgin for many, many years. I have always had nearer the top end packages so I can watch my sport. TV is fine but the broadband....my god is it poor. I pay for 200mbps and I'm lucky to get 25mbps. Even an ethernet cable straight into the router gives me at best 65mbps. I have phoned them over and over again to be given scripted stalling tactics from the staff. I am honing them again now (I'm on hold) and if the deal isn't sweetened then I'm off to BT. I know the speeds advertised are not as high, but my neighbour gets a consistent 45mbps from a 56mbps contract package so he still gets better than I do. I can get a similar deal from BT for 43 quid a month and then it goes up t about 50, so it's a darn sight cheaper than the near 85 quid a month I waste currently. Virgin better give me a good reason to stay or they can come and take their stuff away!!
- Location
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- Location
- Newtownabbey
- Reviewing
- Virgin Media
- Date
- 2017-05-02
- Comments
-
Had no problems until they oversubscribed my area, then speeds absolutely plummeted during peak hours. (below 10mb on a 200mb contract).
This is a dirty trick by Virgin, knowingly selling broadband to people when they know that their infrastructure can't provide the advertised speeds.
I cancelled today, but they would gladly sign up my neighbour for 200mb tomorrow. Think about that. Should be illegal.
This is a KNOWN ISSUE and I urge you to google it before signing up with these crooks.
As for the offshore call centres... nightmare.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-09-27
- Comments
-
I'm giving it one star because of how ridiculous the customer service line is. You go through the menu system, then it says "Please check your equipment and call back if you're still experiencing problems."
I just went through the entire menu system and it didn't even put me through to an operator, just a message saying to check my equipment.
I always have to call twice because of this stupid system.
This is extremely unprofessional.
Also, my internet goes down frequently with Virgin and sometimes doesn't come back until hours or even a day or two later.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2018-05-11
- Comments
-
Virgin Media's standard business practice is to bill you for a full month in advance despite receiving a prior instruction to terminate the connection.
On top of this, refund of your mandatory over-billing is via a CHEQUE. This is apparently preferable to a direct transfer back in to the account you paid them from. I can think of two possible reasons for this:
i) It's 1993
ii) Virgin Media are hoping you are too lazy to deposit the cheque so they can stiff you on the bill they should never have levied in the first place
Which do you think?
- Location
-
- Location
- stevenage
- Reviewing
- Virgin Media
- Date
- 2015-07-17
- Comments
-
I have been a trying to terminate my account for over a week I had been left on hold hung up on and spoken to in ridiculously poor English.
The customer service is at best incompetent at worst a bunch of sadistic morons.
If you like spotty service and being ignored or generally treated poorly then these are the guys for you.
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
-
Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
- Location
-
- Location
- Earl's Court, London
- Reviewing
- Virgin Media
- Date
- 2022-11-03
- Comments
-
This company and this service are a joke for the price they make you pay. It's not acceptable that a capital city like London allows this scam game. I've been with them for almost two years.. initially it was kind of okay, but in the last 6 months their service became completely hopeless. I traveled a lot around the world and I never experienced this amount of outage, not even in remote areas. This time I am without broadband since two weeks, and they kept moving the fixing date (they were probably clueless). Today it was supposed to finally get fixed, but guess what.. nothing. I called and they say that the outage in the area has been resolved, but that an "engineer" is needed to reconnect the router (magically). Now the story get even funnier. A serious company, after a serious problem like this, would try to push for accelerating the process, but this scam will send an engineer 4 days from now. It's simply not acceptable. They don't care at all about their customers and their service is the worst ever. Plus, if you don't actively call hundred of times they will not update you at all. Fortunately I will leave this service soon. Dear reader, please be aware!
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2019-08-07
- Comments
-
The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
- 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.