4,684 Customer Reviews over 118 pages
-
- Location
- Wilsden
- Reviewing
- Virgin Media
- Date
- 2018-09-07
- Comments
-
Signed up with them the salesman promised virgin would pay the cancellation fee from talk talk just phone them he said tried calling premium line no answer called salesman he just hung up can't even get in touch with virgin to cancel total con rip off merchants customer service non existent worst company I have ever dealt with AVOID like the plague
- Location
-
- Location
- wiltshire
- Reviewing
- Virgin Media
- Date
- 2016-09-22
- Comments
-
if you have received an email from v m that your monthly payment is going up (£3.49) look at the small print at the bottom you can cancel your contract in the next month with no cancelation charges. this I have done today.
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
-
Generally pretty good but for some reason very very slow with problems when it rains
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2023-09-01
- Comments
-
Awful service.
Been charged £58 for the last 6 months. I raised 3 months ago that I wanted to cancel and they cancelled it all for me, however I was shortly contacted by someone called Steve on - 07412 560 764 and he convinced me to stay with a package of £19 per month- needless to say, £58 has now come out of my account twice since this 'New deal' was put into place.
I have called Steve multiple times and no answer. I have also requested DSAR as I will be taking this complaint to Ofcom/Ombudsman
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2021-03-01
- Comments
-
Truly awful company, overcharge their existing customers, make it as hard as they possibly can to prevent you switching. And getting worse all the time.
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2020-02-13
- Comments
-
AVOID AVOID AVOID AVOID AVOID,
I was due to have my broadband installed at 1 p.m. today only to be told the installer had not been left a connection and was unable to do it. Since then i have spent the last 5 Hours making phone calls and being promised call backs that don't come, you get pushed from one person to the next and asked your details over and over again with not one of them being capable of giving an answer, I never leave reviews but feel on this occasion I had to share how bad this company is, in the last phone call i asked 6 people to put me through to the complaints department without ever getting there.I had cancelled my previous provider from today so I am now left with no internet my previous provider has told me it will take 2 weeks to reinstate the service so thank you very much. I will not be using virgin media now or ever in the future.
- Location
-
- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
-
Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2015-11-03
- Comments
-
Don't get Virgin if you think you may move. I moved into an area they did not cover and they hit me with a huge cancellation fee despite the move team saying this would be waived as I had only 3 months left...and they got the equip back in perfect condition. Thier customer service was horrible about it and even asked me to justify why I moved! Felt they just wanted every last drop...sadly for them they will get a few quid but lose out on the £30k or so I will send over the next couple decades and I have a great story to tell when the subject comes up.
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
-
A lots of marketing for this company with no purpose!!
Made contract with them and already in the first month booked 2 services because they can’t fix the issue. Took 80£ for the contract and services and now I’m waiting to do my paperwork with no internet till next week when of course another engineer is available. Please be carefull with what you chose looks they don’t have any issues with the direct debits but they have issue with theirs services. Such a putty for the money that are investing in marketing fooling the people’s eyes
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
-
I recently became a tenant at a property which already had Virgin Media. As I required access to broadband fairly sharpish, I decided to stick with Virgin and started a 12 month contract for up to 100MB. The thing is, the speed never goes above 45MB. In the first month the broadband was great (albeit slow) but as we have now entered month two, it is very poor. Why am I paying for something I am not receiving? If it's due to the area I am in, a material fact, why not just tell me I won't be getting anything above 45MB speed and therefore to go for the 50MB package... I'd recommend you do your homework before installing Virgin. The all singing, all dancing as per the ads does not exist.
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2020-09-22
- Comments
-
Absolutely terrible service. I have the mega pack and the internet speed sucks. Please avoid Virginmedia broadband at any cost unless you are foolish.
- Location
-
- Location
- Winchester
- Reviewing
- Virgin Media
- Date
- 2014-11-16
- Comments
-
I signed up with Virgin media after disappointing service with another company 18 months ago. I signed up for 30MB fibre optic including TV and phone. The internet work to satisfactory for the first couple of days after that it was lots of drop and very high ping. I call customer service several times and most times the could hel resolve the problem. I think the only time I got a true 30 meg connectio is the first day when the engineer installed the system and he was showing me the connection speed. Makes me think. Did they just boost the signal for that time to make u feel u r getting what u pay for. Anyway I know u wont get 30m3g on a 30 meg connection allthe time but my connection spee for the last 4 mounts is roughly 1mb ot 1.5 mb download and 0mb to 0.9mb upload speed. Is that ....... ridiculous since I am paying without fail every month for the service. Is there someone I can complain to about virgin media? This is a total rip off. Which intrnet company take 6 months to solve speed problems. But if you don't pay for the service you get extra charge but yet no one is holding virgin media to account for ripping of normal domestic customers.
I want to know what virgin media has to say. I am seriously considering suing them.
- Location
-
- Location
- WINCHESTER
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
-
Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
- Location
-
- Location
- Winchester
- Reviewing
- Virgin Media
- Date
- 2021-04-12
- Comments
-
Horrendous company to deal with. First contact on 14th March with a fault on my 6 year old tivo box. Was told they would send me a new 360 tv box. Here we are a month later. 9 phone calls totalling over 4 hours, 1 engineer appointment that I took a day off work for and nobody turned up( after I confirmed the appointment the day before with another phone call). Another hour phone call today where I was told due to covid they can't post me out a replacement box and this won't be possible till after covid is over! Even though all over their website it advertises self install and equipment can be posted out to new customers. A company that only cares about new customers and making money. Also refused to refund me for the services I have been unable to use, just the offer of a possible good will gesture once this is all resolved, bare in mind the resolution date I was given was "after covid". STAY AWAY FROM VIRGIN MEDIA
- Location
-
- Location
- Winchester
- Reviewing
- Virgin Media
- Date
- 2020-09-02
- Comments
-
Took 6 weeks to install. Originally was given a date after 4 weeks but then the day before get a text saying its been moved forward 2 weeks without an explanation. Now i have nowhere to work and do my online exams.
- Location
-
- Location
- Winchester area
- Reviewing
- Virgin Media
- Date
- 2018-06-04
- Comments
-
I signed a contract for broadband and landline. When the contractors came they said they had no instruction to install the telephone, and they now say there is not the capacity to do so. Very disappointing and feel I have been cheated. I signed and they signed, but .... I have to pay quite a bit to have a separate phone and that was not the deal I signed up for. Beware cheeky chappies with their sales talk!
- Location
-
- Location
- Winchmore Hill
- Reviewing
- Virgin Media
- Date
- 2014-06-26
- Comments
-
I Have to say I think Virgins network and customer service is the worst i have come across in the industry.
customer service is just a joke!
- Location
-
- Location
- Windsor
- Reviewing
- Virgin Media
- Date
- 2018-08-04
- Comments
-
Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
- Location
-
- Location
- Windsor
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
-
I had Virgin at my last property, had a couple of issues but nothing major. Now at my new property I have had nothing but problems. Can't even use it most days. Very infuriating when there is no urgency to help or anyone to understand what I am saying. I am appalled at the amount of money they charge for their services and the customer service is so bad. Since the broadband has been installed I have contacted Virgin nearly every day for the last 3 weeks and spent over an hour on the phone each time. They finally agreed to send out an engineer but I would have to wait 6 days. I have just checked to make sure the engineer is still coming at the alloted time given to me and it has changed. Why can't they contact you to notify the changes? Very poor customer service.
- Location
-
- Location
- WIRRAL
- Reviewing
- Virgin Media
- Date
- 2018-07-29
- Comments
-
I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.
When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.
I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2021-05-07
- Comments
-
I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!?
Customer service is none existent, their service is intermittent and ruin your credit score!
- Location
-
- Location
- wirral
- Reviewing
- Virgin Media
- Date
- 2021-09-03
- Comments
-
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
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2012-06-23
- Comments
-
Very slow speeds. Terrible customer service. Standard responses to emails. Zero customer care and wish to serve - despite their staff's 'stock responses'.
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2015-03-07
- Comments
-
I have been with Virgin for over 7 years having been with Talk Talk and BT. Talk Talk were very good and having bad experience with BT changed to Virgin because the speeds and prices were better overall.
Over the years Virgin have never failed to impress me. The current package I have is TV XL Phone Medium and Broadband XXL. The speeds of the fibre optic broadband are brilliant. No bottlenecks. The TV works and the phone line is fine. This however only tells half the story.
Virgin's customer service is fantastic. They have rewarded loyalty with making sure that my package is always cheaper than for new customers. And they allow me to review it every year to make sure I am still getting the best deal. As an example my broadband speeds used to be 60mb and speed tests showed I was getting 56mb. When I asked about further upgrades they told me that I could be upgraded to 152mb and still have my loyalty deal. In addition they reduced the price further.
Good customer service can also be measured in response to when things do go wrong. Once again, their call centres, whether abroad or here (can't tell the difference anymore) are on the ball. My issues, whether TV or Broadband have
always been resolved in one phone call.
But here is to me the clincher.....I'm terrible at paying my bill on time. Combination of silly pay days and agency working means it's not always at the same time. It takes about 3 weeks for Virgin to suspend the service if you've missed a payment. On one occasion it was suspended so I got on the phone and explained the dilemma I had regarding my wages. The operator agreed to give me my broadband service and TV service back but with reduced speed and services until I made the payment, 3 days. And true to their word, it was back up to full speed and services afterwards. With Virgin, it's like having a mate. Reliable, trustworthy and ready to extend you a helping hand when needed.
- Location
-
- Location
- wirral
- Reviewing
- Virgin Media
- Date
- 2009-07-30
- Comments
-
never get the speed as they offer
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2017-10-30
- Comments
-
Tied in to a contract I wasn't aware I was in, received no notification of change of contract and wasn't sent anything to sign. Sky advised I could buy out my contract, more than happy to spend the money to get away. Since told Virgin buying out contract I've had issue after issue, and standard of customer service has dropped through the floor.
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2015-02-22
- Comments
-
Primarily signed up with virgin for gaming (which against popular belief only requires a STABLE 4-5mb connection). Virgin is great at 2am when I register 34mb speeds, and a ping well below 20. My computer is new, and hard wired. But I don't really need useful internet at 2am, I expected and pay money to get useful internet during the day and evenings. After 6pm until midnight, most nights, I've observed my speeds dropping to 2-4mb. The ping results are even worse ranging from 150 to 999. This isn't a slight drop in service that's reasonably expected, this is a failure of service. I can't game at night. A 1000% drop in download speed is completely useless to me. When I ping test, I receive a level of service to various UK severs far slower than someone in New Zealand or California. I'd love to ask virgin, why is my internet in accessing a uk server slower than someone on the other side of the world? This quality of service is a complete joke. Virgin broadband, as well as useless to me at night, is not reliable or stable. How they can produce adverts implying they provide internet that is usable for a whole family? Including myself there are 2 people in the household I live. I only have one device that uses internet, my hardwired PC. How virgin have not been sued for misrepresenting claims of service I don't know. At best there claims are misleading, at worst they deliberately lie about what it is they offer. My 50mb connection is suitable for basic streaming nothing else. Even worse then my old gripes, is that now the level of service is noticeably getting even worse, over the past few months. it's gone from bad to a complete disgrace!
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2022-11-11
- Comments
-
Pay for the 350Mbps package but only ever managed 250Mbps, upload only 34 of the 50 adverised.
router is garbage, 5G wifi drops out and all other interfaces reset when it happens. settings often disappearing
customer service not a great experience
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2018-07-19
- Comments
-
Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.
I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.
Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.
Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
- Location
-
- Location
- Wisbech
- Reviewing
- Virgin Media
- Date
- 2017-07-16
- Comments
-
Very unreliable for the amount of money I pay. Nowhere close to the 200mbs I have, even after I have bought a high spec computer! Wifi constantly dropping with 2 mobiles on network. Constant reset needed. Smart TV struggling at times. Overall an underwhelming experience. Don't even mention Customer Support!!
- Location
-
- Location
- Withington
- Reviewing
- Virgin Media
- Date
- 2018-04-19
- Location
-
- Location
- Witney
- Reviewing
- Virgin Media
- Date
- 2020-01-17
- Comments
-
Well now, what a bunch of jokers Virgin Media are. So far it has been over 2 months since we paid them for an install which was estimated to take 10 working days.
It's now over 2 months later and they can't even respond to emails or have the courtesy to provide any actual useful information. Avoid, avoid, avoid at all costs.
- Location
-
- Location
- Witney
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Location
-
- Location
- Wlatham cross
- Reviewing
- Virgin Media
- Date
- 2012-03-19
- Comments
-
I am supposed to have 10 meg broadband. Every time I try to download a film from iTunes - the line is throttled. Right now Monday lunch time my broadband speed is 1.25 meg. However, this problem only happens with films from iTunes. Is it that Virgin don't like competition?
- Location
-
- Location
- Wn3 Wigan
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- Comments
-
Absolute joke of a company
Reliability is a nightmare the same as so called customer service. Speeds are a joke pay for 100meg and get 15 on a good day.
I would never recommend this company. Plus people should avoid at all cost.
- Location
-
- Location
- WN7
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
-
Paying for 50mps, getting around 2mbs. They changed my router with no effect. Supposed to be increasing to 70mbs next month, might 3mbs if I'm lucky.
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2020-01-08
- Comments
-
1) Not being notified of appointments
2) Not getting updates
3) Support who have no ability to tell if an engineer will turn up.
4) One support person seemed to just make up a time which was completely wrong.
5) Getting told only a few minutes before an appointment that it was going to be that day.
6) Taking an afternoon off work, for the engineer not to turn up.
I'm also highly dubious of the 3 stars they have, as their Trustpilot score is 1 star.
Just appalling
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2016-08-26
- Comments
-
Initially I thought the customer service deserved five stars to the 0-1 star Broadband service which at the best of times ran with the speed of a hamster pedalling a full size mountain bike.
However, after trying to cancel twice (the first time was when moving home: they tried to charge me a cancellation fee equivalent to the bills for the remaining terms so I agreed to relocate it FOR THE REMAINDER OF THE TERM instead - it cost the same after all. Second - time they told me I had longer than the original contracted length) - I cut my losses, losing a total that is almost equivalent to a year of bills for my alternative broadband supplier.
Shabby service all round sugar-coated in deceptive "friendly customer service". Whilst I am normally someone who rates good customer service and berates bad customer service; no amount of friendly polite customer service can rescue an underlying terrible service.
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2017-06-21
- Comments
-
You recognize the good company once you have a problem which need to be solved or when yo need to cancel their service due to moving our of the country. Virgin Media is an example of a worst possible company - you need to call them 4 times, they have many stupid talks about special deal for new tenant and then they ask you to pay cancellation fee, which is higher than what you would pay if you just kept the contract. NEVER EVER again! I will for sure remember how you handle the customers once I will be back in UK and be looking for the broadband deal.
Quality of the broadband was nothing special since there were the days when internet was lagging or not connected. When dealing with customer helpline you are not sure if the person on the other side is either stupid, make fun of you, or they are just pre-programmed machines with repeating questions.
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2018-06-21
- Comments
-
When virgin works it works incredibly well, but when something goes wrong it is impossible to get a clear indication of policy let alone a resolution. I booked an installation at a new house and asked for my service to be terminated at the current one at the end of the month, it was turned off mid month - all three services phone broadband and tv - when you work from home the first two are imperative - the third not so much. When I phoned on the Friday I was told it was a network fault and just coincidental- on Saturday it wasn’t a network fault but they had disconnected me and would need to fill in a reconnection form which could take UP to 72 hours - Tuesday - they were sorry it had yet to happen but would guarantee that it would be back on inside of 24 hours - 24 hours later- the wrong form had be used and she would now fill out correct form and it would be done in 72 hours - one week later we still wait. I have asked for this to be escalated but there is never anyone higher available to speak to. On a positive note the staff are all friendly and no matter how irrated you get they remain calm - I am guessing practice does make perfect! They should put their technical guys on the same course!
All in all I wonder if just cancelling the lot and going elsewhere would be quicker - virgins broadband speed is awesome - customer service - aweful!
- 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.