4,684 Customer Reviews over 118 pages
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- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2017-11-13
- Comments
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Shocking experience since day 1 and to cap it off even after I leave they help themselves to money out of my account . They seem to think that you are an employee of virgin and keep asking me to fix the problem here and take time out of work to help them sort out the numerous problems that I had with the service, tv kept stopping, no channel guide, broadband was not as fast as advertised and seemed to be forever updating only thing that worked well was the telephone except for the massive bill I received for calls that I was told were free but turns out were not due to the sales person not being clear! STAY WELL AWAY FROM VIRGIN if you value your time as you will spend many hours or your life chatting to useless customer service and useless technical support as they are too lazy to send someone out to fix problems but not lazy when it comes to taking your money and charging for any extra items including leaving!!
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2018-02-09
- Comments
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Got to be the worst company to go with
Give better deals to new customers nothing to Old customers no loyalty whatsoever not even match the deal that new customers are getting.
When told going to cancel and open a new account on my other halfs name and get the better deal makes no sense for them not match it but they're rather me cancel it and get a new deal as a new customer on another name pathetic
- Location
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- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2018-02-09
- Comments
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Got to be the worst company to go with
Give better deals to new customers nothing to Old customers no loyalty whatsoever not even match the deal that new customers are getting.
When told going to cancel and open a new account on my other halfs name and get the better deal makes no sense for them not match it but they're rather me cancel it and get a new deal as a new customer on another name pathetic
- Location
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- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Comments
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Very bad customer service.
I am on very high speed internet package, but on the weekend we can't even check the iplayer.
Sometimes birgin media give new offer and when I called them to update my package based on the new price they said that new prices are for new customers.
When i wanted to cancel the service, it took more than one and half hour on the phone, talikng to three different person.
Very regret to be with virgin never recommend it.
- Location
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- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2017-10-06
- Comments
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I made a mistake of signing up Virgin for all the services at home i.e. Phone, Broadband, and TV with premium packages for all. Virgin is known to not to have content for the TV and that's why their TV packages costs the most. However, I thought their fibre broadband must be good and reliable. Unfortunately, it is worst of the three core services they provide. For us, broadband going down is a weekly affair very much like their outsourced customer support services. And for now it is down from last 4 days and the earliest an engineer can visit to look at the issue is one week wait. There is no guarantee it will be fixed. It's only the visit to look at the issue. Why Virgin sign up so many customers if they can not support and make customer wait for weeks to fix? Broadband is a basic service and outsourced customer support of Virgin outside UK thinks this is a premium service which should be used only on a need basis. Calling Virgin customer support is such a useless experience and waste of time because team is unskilled and have no understanding or appreciation of the issues you are facing. They will make false promises and there is no one in the UK to talk to you. So when you are in trouble, it is like talking to a wall.
In summary, if you are looking for media services, remove Virgin from your list to even consider. I am and will move to other provider as soon as I feel a bit better. In spite of telling my medical condition and being a premium services customer of Virgin their is no effort to retain and fix the issue I am facing.
- Location
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- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2015-04-01
- Comments
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Have been with Virgin for around 8 months. Had a worse experience with both broadband and tele. In 8 months it has broken more than four times. Was with sky before for quite a few years. Never had a single problem.
- Location
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- Location
- Woking, Surrey
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
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Rubbish... Loses WIFI connection whenever multiple devices are connected.
- Location
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- Location
- Wokingham
- Reviewing
- Virgin Media
- Date
- 2016-05-10
- Comments
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Terrible service, slowest speed despite all the claims, impossible to reach on the phone, constant faults and loss of service. Price is ridiculous for the service received. Never again.
- Location
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- Location
- Wokingham
- Reviewing
- Virgin Media
- Date
- 2020-05-11
- Comments
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Constant dropping out and buffering when watch TV. We have a standard size house and the internet does not get to every room or anywhere in the garden. Awful absolutely awful
- Location
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- Location
- Wokingham
- Reviewing
- Virgin Media
- Date
- 2014-12-01
- Comments
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Stay away from the so called super fast fibre optic broadband. In the last two months, I have experienced such a bad service that I almost got my Blood Pressure out of control talking to the virgin care.
- Location
-
- Location
- Wokingham
- Reviewing
- Virgin Media
- Date
- 2021-11-24
- Location
-
- Location
- Wolvehampton
- Reviewing
- Virgin Media
- Date
- 2021-03-10
- Comments
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When I signed the contract for 18 months, they concealed the fact and gave no information that their internet network did not cover half of England. After my move to a new house, they were unable to offer me services in the new location, so they charged me a £ 240 ending contract. The funniest thing is they still require the router to be sent back to them !!! I also immediately canceled the mobile phone contract I had with them (luckily, the period that forced me to use their services ended earlier). I don't want to have anything to do with them anymore. Contact with them is terrible. They do not reply to emails, you wait for hours for chat, just like when you call the hotline. The worst company in the industry in the UK.
- Location
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- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-01-18
- Comments
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virgin media service in the worst i have ever dealt with for 4 months i have had limited channels due to a corroding wire apparently but now its a another problem which they need council permission to fix?? but still take full £100 a month out my account no problem, work men have came to my house and asked me why they are three which is a joke and have slated there own employer about how terrible the company is, i cannot say strongly enough if your thinking of joining virgin DONT you will regret it
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2018-06-22
- Comments
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I have had email address with Virginmedia for about 7 or 8 years now. Two days ago, i was unable to log into the account. I tried to reset the password etc but found i was totally blocked out. I contacted virgin and spoke to 7 different people all of whom were not English so language difficulty for me being hard of hearing. They checked the account and also couldn't gain access to it. This means that I have lost all my contacts, missed some very important emails, and now have to have all my business cards reprinted with a new email address. A similar thing happend to my brother in law a few weeks ago, who is not quite so tec savvy as me, he is still trying to sort it out. Virgin are a complete waste of space, I wouldn't use them again for any reason.
- Location
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- Location
- WOLVERHAMPTON
- Reviewing
- Virgin Media
- Date
- 2017-05-19
- Location
-
- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2018-09-07
- Comments
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Internet is constantly terrible keeps dropping out. I pay for 200mb and can barley watch Netflix most of the time I end up using my phone's internet. Tested today a few times and ranged between 0.03- 10mb pathetic considering I pay for 20times the fastest speed it's delivering. I spoke to the useless tech team what a waste of time ( unplug everything reset the router check the connections I've done all this several times) then a service engineer comes round bungles his way through the the same as I've already done then tells me he will drop me off a new router as doesn't have one in the van. Never returned contact virgin media again explain this nothing done . Contact again "you'll have to speak to the tech team" and the cycle continues. I pay for a service and get nothing will not be renewing my contract. It looks like I'm not alone as pretty much everyone I speak to says their virgin internet is the same.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2022-02-23
- Comments
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Good broadband when it's working but when it goes down the customer service is abysmal.Understanding them is the first problem,then you have to tell each customer service staff over and over again about your problems. Our internet was down at 8.15 am and still down at 6pm.Phoned them and went through the normal unplug, reset routine, still didn't work so they told me to leave it for 24 hours and see if that makes it work. 24 hours not from 8.15 but from 6pm.This happens at least once every 2 months. Rubbish customer service
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Comments
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internet keeps dropping connection, sometimes as much as 8 times/hour
Reported to the Virgin Media team nearly 2 weeks ago, telling them theres a problem in the area, only to be told to reset my router - pull the cable out
the usual stuff. Next day reported again and an engineer was booked
Engineer turns up 6 days later on wednesday, to change my router to the Super Hub 3, after 4 hours of NO internet,i called VM team and the engineer
returned back 1 hour later, to change the router again for the super hub 2/AC, and guess what after the engineer had gone hours later
the problem was still there, started to drop connection.
Thursday i spoke to a guy in networks after getting passed the frontline VM team to be told thats its an network issue and that it would take 48-72 hours
to complete the work needed.
Phoned on friday for network update - nothing on updated information yet
On Saturday left it, still dropping out all day nothing had changed
On Sunday i Phoned for a network update, was told they are not repairing it but monitoring it over the 48-72 hours and that a field engineer
would call me first thing monday morning.
Monday morning guess what NO CALL from field engineer, phoned VM then they tell me this looks like a area network problem and that
it needs escalating to the networks department, which i was told all this the thursday previous
So not only am i being misinformed by VM team but also being lied to.....they have now told me a engineer will be here wednesday
I really do hope this gets fixed, as on thursday i will be phoning retentions, as i will be gone (looking at other providers)
i think the service is disgusting, that its took nearly 2 weeks to sort something that i told them about in the first place
about time virgin pulled there socks up and sorted this out, before they lose even more customers
Very annoyed and frustrated customer
- Location
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- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-04-05
- Comments
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Nearly returned to VM after a 7yr absence.Signed contract for top package with an install of 6/04,and after a week of contacting the worst customer services ever.No one could promise a completion of install on due date,bear in mind a new cable needs to be put in under the highway.
Thank Goodness i cancelled at the eleventh hour,and rescued my Sky termination.
Will never ever consider VM in future,as they are rubbish.Being a communications supplier they are unable to communicate to there customers.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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Poor customer service after book 3 days off to get engineer to come out because Virgin Media keep cancelling my appointment without telling me Finally when the engineer come out he was late and did not call to say it's got to be late
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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The worst engineer service ever
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
-
The worst wifi I've ever seen! Don't get it!!
We changed from sky that has never ever let us down, it was fast too! We changed because virgin was cheaper and that was the biggest mistake ever!
It keeps turning off, it's slow, I use my data more than the wifi! Waste of money in my opinion!
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-07-25
- Comments
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Absolutely terrible customer service on the phone today with Lucy. Did not help resolve my issue at all. Thankfully my services with VM are ceasing from August! I've had to call every few months due to errors on my bills. Plus they never sent me the tablet promised to me at the commencement of my contract. Definitely will be sticking with Sky from now on.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-02-26
- Comments
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Paying for 100mb getting 5 ping is 7000 absolutely pants
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-11-04
- Comments
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Very disappointed with the service not the first time but actually the second time when it comes to Virgin Media. Been with Virgin Media for 18 month contract and felt that there's no recognition of a valuable customer, and after the offers have finished noticed that prices started to go up on the bills, resulting in leaving the company and went with sky. Further approached by a on the door, Virgin Media sales representative who offered a mouthwatering deals no-one can resist, and same day we were convinced to join the Virgin Media. Following the initial process when we realised that it doesn't have the full deal, we contacted the Virgin Media team, who clearly stated that the deal is not factual, and tried to convince us for a much expensive deal. Convinced on many occasions that the team will contact but no contact made. Eventually after 4 days of the drama, we were able to terminate the contract. And guess what as expected no apologies from the team and no cooperation, even though they missold the product and we provided the evidence to prove this.
- Location
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- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2019-03-04
- Comments
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Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
- Location
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- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-03-26
- Comments
-
it all most imposable to get to customer services if you they cannot help. I been with more than 2 years. when you get good speed fine but most the time its just rubbish.
jagdish singh
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-03-04
- Comments
-
Completely trash, internet is supposed to be 100mb download and the house hold is getting 200kb download speed making it impossible to do anything. When you try to confront them with the problem they say "1 week fix", phone them 1 week later "2 week fix". We recently phoned them and no fix for 9 months. Think before you see the adverts.
- Location
-
- Location
- Wong
- Reviewing
- Virgin Media
- Date
- 2021-05-05
- Comments
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Getting through to customer services is absolutely horrendous. They ask you for your information a billion times over, only to tell you that it is someone else's department. Not a particularly friendly bunch either. Had arranged for an engineer to come over to fix a socket, only for them to never turn up.
- Location
-
- Location
- woodgreen
- Reviewing
- Virgin Media
- Date
- 2021-01-09
- Location
-
- Location
- Woodley
- Reviewing
- Virgin Media
- Date
- 2017-08-24
- Comments
-
The worst of the worst,keeps going off for 60 minutes time then suddenly i gets on...for 5 minutes then i goes on and off for another 40 minutes
- Location
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- Location
- Woodley, Reading.
- Reviewing
- Virgin Media
- Date
- 2018-05-07
- Comments
-
I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
- Location
-
- Location
- Woodthorpe
- Reviewing
- Virgin Media
- Date
- 2022-12-03
- Comments
-
Great service from your engineer.He had to find a box outside, run a cable to our flat and drill neatly through the wall.Every thing was done with a smile and he left with All working.Welldone.
- Location
-
- Location
- Worcester
- Reviewing
- Virgin Media
- Date
- 2010-12-18
- Comments
-
After Virgin gave me all their waffle about being the fastest broadband. decided to switch to them at that time was getting 1.5meg speed from Talktalk this was free broadband service. Now pay over £14 a month to virgin to get a speed of just .75 meg dont get coaugth out by Virgin who tie you into a contract and dot deliver the speeds they said they would.
- Location
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- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2017-10-07
- Comments
-
I phoned up to join, was told hub would be sent out in 48hrs all I would need to do would be ring up and activate hub, hub arrived on time, so far so good ! went to set up hub and that’s when it started to go downhill, firstly I was not told I would need a Virgin Media socket, this I found out after 3 telephone calls which resulted in being passed to different departments and then having phone put down eventually did get to speak to someone who said I would need an engineer to come out and fit socket at a cost of £50 this I said no to as it should have been said at time of joining, my contract came by email the monthly cost I was told at time of joining was a promotional again this was not said at the time.
I spent another 4 attempts calling to cancel I was passed to 3 different people before I was able to cancel, I asked for an email to confirm my account had been cancelled and was told they couldn’t send an email as they would not have any of my information once my account had been cancelled??? When asked where to send the hub back to was told a bag would be sent out to return it, 1 week later still no bag arrived so yes I rang up again, at no time did I give any details but they where able to know who I was from my phone number- strange seeing as I was told they would no longer have any of my information once account had been cancelled- needless to say this was yet another wasted phonecall, I still have hub which I will now try to return to my nearest store - 20 miles away - if this is how Virgin Media is to new customers I feel sorry for any existing customers.
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2019-10-15
- Comments
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They only get one star as that's the minimum you can give. I would give them zero if possible.
I have never dealt with such an incompetent company. I requested that my package be reduced both in writing and by telephone yet it took three months before I was told it had been actioned. What a surprise when the following month nothing had changed and they were still billing at the higher rate despite telling me I would receive a refund. Finally moved my account to another supplier and the incompetent staff at Virgin Media are still billing me (now at the reduced rate) although I am not even connected to them.
Also spent three years contacting them regularly to get access to my online account. Didn't actually get anywhere with them and never managed to have access to my account
In addition the broadband speed which was supposed to be 100Mb was only 38Mb yet my new supplier managed 42Mb on a 40Mb service.
Take my advice and avoid at all costs.
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2016-11-12
- Comments
-
Terrible service, terrible customer service. Avoid this company at all costs. They have been promising to improve my 5 Mbps download speed for almost one year, throughout this time I have been paying for 100 Mbps.
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
-
Had an issue with bt sport with tyson fury vs dillain whyte boxing fight. I paid nearly £25 and hadnt been able to watch over an hour an half of the fights, which I had money on under cards. I called customer service and was advised I will not be billed to watch the fight due to this issue, however I have had a bill today saying I have been charged for this boxing fight even though I was told I wouldn't be! My bill has hit £117 I think this unacceptable when I was told I would NOT be charged for this as I couldn't watch the first hour and half of the events! Speed reliable but services expensive and the price creeps up constantly and staff seem to lie about charges just to charge you anyway. I'm now ending my contract this month and I have been a reliable customer for 2 years now. They don't look after existing customers it's all a scam and the price goes up in contract to. I was paying 50 odd pounds a month now 63 (same service) now I'm out of contract 83 ?! All I ever use is the WiFi and I get stung for a TV package of rubbish repeat freeviee channels. Its basic and a con. Wouldn't recommend virgin
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2015-09-30
- Comments
-
Unbelievably bad company to deal with, letter sent to me stating installation date 10/9/2015, no one turned up no one called to say the installation had been cancelled. New letter installation date 18/9/2015 guys turned up at 5.45 in the evening found they could not get the cable through to the manhole. Was not their job but kindly contacted the powers that be to get it rectified the following day, the guys arrived and did the repair but could not install was not their job, informed us the install would be done that afternoon.Stayed in all day waiting, no install no call no nothing.
Complained on the Monday to Virgin Media they had us down as installed and with equipment, we had no equipment and a cable lying on the lawn. In all this time from the 19/9/2015 my fathers lifeline had been disconnected so was a risk to life from falls due to him taking Warfarin, any action taken ??? none. any call backs from management??? none.
After phoning them from a mobile for 3 more days and getting no where, even though they promised us it would be every day I rang so 3 more days wasted. I decided I did not want to be involved with a company that cared little for its customers and even less about someone life so I cancelled the install and moved to Sky.
To top it all off everytime I speak to anyone at Virgin they tell me we are up and running and connected, even to this day and they sent me a bill for the first months service, talk about the left hand not knowing what the right hand is doing. One mistake anyone can make, two mistakes is irritating but this catalog of mistakes is beyond funny and shows the company to be absolutely pathetic in its ability to function as a unit.
The front end staff are helpful and do all they can to help but are only as good as the management behind them, I would not let the management of Virgin Media run a popcorn stall, they have no idea what customer service really means. We were more than patient as |I think anyone who is reading this would agree, I contacted them regularly to no avail and then they had the cheek to send me a bill for TV, Phone and Broadband. Sorry buy I am not sitting at the end of the garden in the rain trying to watch a service that doesn't exist. As of today they still have us as connected and when I rang them today they were going to transfer me to the disconnection team, lmao, what happened they hung up on me and at no time was I unpleasant or nasty, what a company, unbelievable.
If you thing by any chance of moving to Virgin Media I seriously wish you the best of luck, you may even get installed but I don't hold out much hope if things go wrong, no one and I mean no one will carry the can, if you can get anyone to talk to that is with any authority.
Anyway sorry for the rant am sending all the info to Watchdog and seeing a Solicitor about the risk to life they put my father in, watch this space.
- Location
-
- Location
- Worst Customer Experience I can remember
- Reviewing
- Virgin Media
- Date
- 2020-08-18
- Comments
-
The worst customer experience I can recall in a very long time. Unfortunately for me, it's still not over.
For weeks now I have been trying multiple times a day every day to cancel my rolling/flexible contract. I’ve been trying their two registered live chat options through their website for several hours every day: one for complaints and one for moving home. I’ve not had a response on either. These efforts have burned hours out of my days waiting and chasing for any kind of response.
I’ve called their registered phone number and its automated message tells me I have to use the aforementioned live chat forums.
I’ve even messaged them on Twitter, Facebook and Instagram; all without a response.
A horrible experience and hours lost for what should have been an easy task.
Their Virgin Media customer service department is either massively incompetent or deliberately making leaving them hard. Both may be true.
- 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.