4,684 Customer Reviews over 118 pages
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-07-28
- Comments
-
renewed recently after having called them into fix the connection and hub. Got a decent deal or was considering switching.
HOWEVER
1) Customer service is NON-EXISTENT. they use the pandemic as an excuse, but colleagues with other ISPs dont have the same issues. Virgin need an online chat facility but still ahvent got it set up.
2) need it for work but it keeps dropping out all the time so my companies VPN drops out and I cant work. Cant check with Customer services as they never answer and the website tells you their is no problem.
3) despite having a 50Mb connection internet is slow with downloads of websites ( never mind anything else) taking ages. Never seen anything so bad.
- Location
-
- Location
- stafford
- Reviewing
- Virgin Media
- Date
- 2015-11-07
- Comments
-
went from sky to the 200mb virgin. on 3rd nov, the max speed im getting is 49mb. SHOCKING. tried to call them up and tell them to take it back but the customer service awful. so far its crap
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2018-09-25
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-05-06
- Comments
-
Just wrote a review on Trustpilot, but will share here too.
Virtually impossible to cancel your services. They will put you on hold for 30min and then hang up. They will delay your cancellation as much as they can until you owe them 1 more month of bills. They will threaten to have collection agencies after you. And of course, whoever you speak to on the phone is some nameless, faceless drone, and this anonymity and diffusion of responsibility is KEY to the virgin business model.
Virgin can't compete on service, can't compete on price, and so have to resort to screwing their current customers for some ££.
New customers, however, get handouts, discounts, etc. So I've decided to be a new customer at Vodafone. And when they try to screw me I'll go be a new customer at BT. And so on..
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-09-04
- Comments
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Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
- Location
-
- Location
- TWICHENHAM
- Reviewing
- Virgin Media
- Date
- 2016-08-24
- Location
-
- Location
- Hillingdon
- Reviewing
- Virgin Media
- Date
- 2016-11-21
- Comments
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Waste of Time and Money with Virgin. Never have Tv broadband and Phone with them. In my area every fortnight there is issues with the service means you lose all your services. Pay for what you never get. No doubt they have fastest broadband but only when the line is flawless. I wouldn't recommend to anyone. Can't wait for contract to finish and can walk away. Extremely poor customer service adds to extremely overall bad experience. Avoid if you can, you have been warned.
- Location
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- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2019-02-07
- Comments
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Customer services, what a waste of time. Virgin media need to spend more on training their staff. Save the stress and sign up for sky or talk talk, they will treat you much better and better value for money.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-20
- Location
-
- Location
- Enfield, London
- Reviewing
- Virgin Media
- Date
- 2016-02-21
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2016-12-09
- Comments
-
as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-09-05
- Comments
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We haven't receive our broadband box and I already feeling cancelling the contract!!!
We knew virgin media is more expensive, but we still went for it. We expect better service, at least that's what they say!
Shouldn't be surprise, they have no service. They use the worst delivery company, they leave your box with stranger who claim it's your neighbour. And they don't even ask the stranger's last name, door number.
The delivery company they use is called yodel, if you google online, they have all customers complain missing the parcel. The only reason virgin media is using them.. I suppose it's cheap. So I am paying more but getting a cheap service!
I spent more than 30min to get this result, which is the same I informed virgin media. Not worth it, run away from this company if you can.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-08
- Comments
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I have never been so angry with any service provider och consumer company of any kind as with Virgin Media. I became a customer of theirs on June 12, 2017 and as of today they have still not given me a date for the installation of internet and TV. They've cancelled on me three times when we had set up appointments and I had arranged to stay home from work. Every time I call their customer service I get passed around between different departments and I spend 1 hour each time I want to ask about when they will do the installation. This is the WORST Consumer company out there. Avoid at all cost if you can. I can't.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2017-11-04
- Location
-
- Location
- Darlington
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
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Absolutely Appalling customer service on trying to renew a broadband deal. Two phone calls lasting approx 1 hr and cut off at least 3 times. Eventually put through to a "retention" team and agreed a price. I told them I would ring them back after working out my finances, only to be told that there was no record of that call and that the package would cost £10 more than agreed.
AVOID Virgin Media at all costs - they are rip off merchants and the most unprofessional company I have ever dealt with.
- Location
-
- Location
- Whitefield
- Reviewing
- Virgin Media
- Date
- 2018-06-03
- Comments
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When the internet’s actually working it’s pretty good but every 2 days or so something breaks on their end and it takes at least 3 hours of no internet to fix. Always says an engineer is on the way but I’m starting to think there are no engineers because every 2 days it’s breaking. They really need to sort their issues out
- Location
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- Location
- Studley Warwickshire
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-12-12
- Comments
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Down second time in 2 month. Takes over 15min to answer the phone and takes even longer to fix my problems.
- Location
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- Location
- Salisbury
- Reviewing
- Virgin Media
- Date
- 2019-08-14
- Comments
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Mis sold Virgin as a great deal when looking to save money. I was told that the TV, phone and wifi bundle was the best and would be cheaper than what i was paying. What a joke! After countless phone calls to the customer care line about the poor wifi speed I was told I needed to up my bundle package, which i eventually did just for peace of mind for my teenagers. That still didn't work and when i got hold of customer care team again they explained that it wouldn't work because the interior walls in my house are made of brick so what was I to expect? What I expect was some wifi. I have requested to leave Virgin Media as it is still not sullying me with the service I am paying for, however i have been told by customer services that I can not as I am still in contract. No one I speak with will put me through to a manager so DO NOT TAKE OUT VIRGIN MEDIA unless you live in a cardboard house! My bills have come out of my bank at a higher amount than i agreed to but no one can explain other than "this is your bill" VIRGIN IS A JOKE.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-05-30
- Comments
-
Terrible service
Customer service horrendous
Can't connect to the broadband service daily
Steer clear
- Location
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- 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
- Reed
- Reviewing
- Virgin Media
- Date
- 2016-02-18
- Comments
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There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Switched to Virgin expecting a better level of service. Quite a joke. Their customer service is absolutely terrible. I'm a business customer and am completely appalled. Virgin are all fluff and no substance.
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2017-03-21
- Comments
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Recently joined Virgin Business, and really unimpressed. They charge a premium for the service which is unreliable. Only been with them 1 month and 2 days of business broadband being down already. When you ask about getting out of the contract, they just tell you that you'd be liable for the full 2 years. Some of their customer service reps are just plain rude and unhelpful, saying they don't guarantee a fault-free service and other such comments, they don't advertise a rubbish service either which they fail to mention! Their customer service reps don't even apologise for faults and seem to have no idea. AVOID, AVOID, AVOID!
- Location
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- Location
- chiswick london
- Reviewing
- Virgin Media
- Date
- 2017-09-23
- Comments
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I have been with virgin tv and internet services for the last 18 years, and their service has deteriorated over the last two years, I have had a problem with my internet this month, they sent out a engineer who failed to fix it, engineer 2 changed the boxes without success, engineer 3, ran a cable from my neighbours house to my house without any kind of permission, the cable is lying exposed on top of the garden.I have complained three times, and promised another engineer which didn't arrive, today called customer services again which has taken 1 hour and twenty minutes,(conveniently cut off and passed around from pillar to post) now have been promised another appointment in a weeks time. This company is inefficient now, don't use it, choose a company with good customer services that speak English.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-09
- Comments
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as the ratings suggest...it is indeed the worst company to deal with....they will increase your bill without bringing in your notice...their customer support system is the worst...its not a customers support system..its a customers torture system....they will make you wait on the call for more than 30 minutes and then their customers' services will make you through same checks 3 times in one call.. and wont still be able to sort your issues.....
their prices are the highest and their quality is the poorest.... so stay away from this garb of a company if you want peace of mind.
- Location
-
- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2021-04-18
- Comments
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ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-02-03
- Comments
-
The broadband is excellent but the customer service leaves much to be desired with waiting times sometimes as high as 2 hours!!! Biggest mistake ever!!! Cant wait until my contract is over
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-12
- Comments
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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
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- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2023-10-03
- Comments
-
Poorest customers service always issue with
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2021-02-17
- Comments
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DO NOT WASTE YOUR MONEY AND BUY ANYTHING FROM VIRGIN. Don’t be fooled by the superfast speeds that they advertise. We fell for the trap and bought the biggest bundle they had to offer. In our first month (january 2021) we have had 6 issues. Firstly the advertised wifi speeds only cover one room in our house. You're never getting them in every room. The customer service is absolutely terrible, we have been on around 13 different calls, each with 1 hour wait times and we get bounced back and forth between departments who tell us the same thing over and over. We ordered wifi boosters with 3 DIFFERENT customer service agents. THREE! After the 2 weeks they all said to wait, we didn't receive anything and called up again only to be told no one had ordered anything for us and nothing was on the system even when we registered the boosters to be delivered online ourselves as well. Noone will answer your questions or help you; they will just repeat what they say multiple times until you're bored of hearing it. One time our wifi cut out for 4 days, which was shocking in itself and we had 5 people working and learning from home and Virgin said they can’t do anything to fix it. All they said was wait for an engineer to come, when the nearest available appointment was a week later. We asked for them to at least give us unlimited data on our sims until we have wifi and they said no. What kind of service are they running? If you're thinking of getting reliable wifi do not come to virgin, everything is a joke and you will not be helped at all. In one month we have had more issues than we have ever had with our broadband. The fast speeds they advertise is a facade. I would not recommend this to anyone.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2022-03-17
- Comments
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Reported to ICO, Trading Standards and CISAS (all regulators)
Shocking service. Swore at me over the phone, and now will not provide their recorded calls for me to use. Wont answer to Subject Access Requests either.
People need to do the same to make the regulators aware.
- Location
-
- Location
- Ilford
- Reviewing
- Virgin Media
- Date
- 2019-08-29
- Comments
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After being with Virgin media broadband for a few years i have decided to end my contract with them. What i signed up for was a reasonable amount to pay monthly for internet service, however, every few months they keep adding on an additional amount that you have to pay, so for e.g. if you signed up to a £28 p/m contract after 18 months this goes upto £29 and keeps increasing. They don't even notify you of dramatic increases - anyway oneday i woke up to find that they have been charging me £40 p/m. I was not even notified of this. A disgusting money grabbing company that is clearly losing it's valuable customers. I will ensure that people out there are aware of this as much as possible. DO NOT SIGN UP! STAY AWAY FROM THIS COMPANY.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-06-20
- Comments
-
Appalling Customer Service. You get directed to somewhere in India who don't have a clue of actually resolving your query.
Broadband speed is falsely over exaggerated immensely. I have not had my broadband for over 5 days, each time I get through to Virgin Customer Service Line, I am connected to someone in India who is reading a copied script of what to do etc.... Overall extremely Poor Service. If I could give Virgin a 0 rating, I would do.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-07-20
- Comments
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To put it simply, this company is full of false promises and inconsistencies. I have been without internet for 2 days and I was told I wouldn't be compensated for this at all. I'm still waiting after a month for a package I was told I could have a trial of free of charge. I have been charged excessively for phone calls because of a lack of clarity. Avoid Virgin if you can.
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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Totally rubbish! Would not recommend to anyone!
Myself and my husband both lost our stay at home work from home jobs because they kept cutting our services. After ringing and explaining the situation they still cut the services!
Very very very poor customer services!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-22
- Comments
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Constant disconnects, poor speeds, and terrible latency. They have not fixed this issue caused by overutilisation in my area for almost 3 months. When leaving the contract they still had the nerve to charge exit fees.
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2015-04-24
- Comments
-
UK'S worst broadband service. unqualified technical, sales team and order managers. Killed my 35 precious days for a new connection but say in the end there is no connection available for your area.
very worst services. Avoid.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-09-02
- Comments
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Attention Avoid Virgin
Very bad experience from day one joining Virgin
My first installation don't go ahead due to bad cable installation on the phone for hours then New contract My second installation don't go ahead coz cable non bean instilled inginer left no curtesy call from Virgin bean 3 weeks since my first installation date then I wrote to them with complain letter no answer at all then after my second installation date Virgin mail me 3 contract to sign to I phoned then to cancel my activation coz I loose trust in Virgin they will come and connect my services with a third installation.
Very Very bad experience bad costumer service can't get nothing right after I cancel my installation date I riceve call from Virgin where I did write my complain was so confident for them call me as soon as I cancel my installation saying sorry you left us we can offer you nothing but only 20 £ after all mess they did rubbish
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-03-11
- Comments
-
Worst Customer Service I have seen in my life time. Take my word, stay away from this company, any other internet provider will be better. Can not wait for my contract to end and I will stay well clear of this company.
- 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.