4,684 Customer Reviews over 118 pages
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
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Since last July I have zero connection. They promised so many times to fix it but nothing done. Its funny that they take take money from my account every month .
I don't know what to do with them whether to STOP the direct debit or to wait but for how long this would continue .
I would not recommend virgin for anyone.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-06-28
- Comments
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Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar
- Location
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- Location
- Cardiff uk
- Reviewing
- Virgin Media
- Date
- 2019-11-20
- Comments
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Customer service is a joke. I waited for 45 min, but it was the wrong department, said would transfer me to customer service who passed me to faults, waited yet again for a looong time to i hope the proper department. Sky is cheaper and easy to contact.
- Location
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- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2023-05-30
- Comments
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Hello Virgin Media,
I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.
Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.
In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.
Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.
I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
- Location
-
- Location
- Potters Bar
- Reviewing
- Virgin Media
- Date
- 2016-02-29
- Comments
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I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
- Location
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- Location
- Wrose, Bradford
- Reviewing
- Virgin Media
- Date
- 2017-01-23
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-11-17
- Comments
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Terrible customer service. Yesterday I call them for moving my house. They accepted it and fixed the new contract from 28 th of this month for my new house. From today morning there is no Internet connection. When I logged in they said the contract ended. I call them twice, kept on hold for over 1 hours and cut off. As an nhs staff, we expect at least a minimum standard from our provider. This is terribly frustrating...
- Location
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- Location
- northampton
- Reviewing
- Virgin Media
- Date
- 2015-05-28
- Comments
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like many other people, when you ring up a major company you expect to be waiting on hold for a million hours only to become irate at the customer service attendant on the other end of the line. but to my surprise this experience was a good one. i was ringing virgin media on behalf of my dad as he was paying ridiculous amounts of money for the most bog standard package and had been doing so since 2007!! i was jubious when customer service said they would see what they could do and ring me back, i expected to be waiting for hours but within 5 minutes i received the call. i was greeted by the friendliest lady (cant remember her name....sam or maybe sarah) and my package was upgraded with the cost lowered and the whole thing was done in about 20 minutes. i couldn't of faulted them. great team and a great service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-13
- Comments
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Horrible broadband for two months. We were suffering from disconnections every 5 minutes. In return for more than ten support calls, I got only false promises. And incompetent personnel who are just reading the script and only know how to pinhole reset the router. I got new broadband but still battling for contract cancellation without a cancellation fee. Feels like a scam.
- Location
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- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2018-06-05
- Comments
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basically poor customer service, no clarity, u can forget refunds, poor connection, rude. anything else. well try it and test ur patience with them. no longer will every get virgin, i would rather not have a broadband. useless, utter useless.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-15
- Comments
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Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don’t care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-02-08
- Comments
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Constantly without broadband in Central London. And always for weeks in a row. No compensation whatsoever, nor even an apology. It's also quite hard to contact anyone from Virgin Media who has any real idea of what is going on. After spending several weeks without broadband in December, just found out I'm again without broadband for another two weeks. They don't even bother to send an engineer to fix it. Just waiting for hyperoptic so I can set myself free from this nightmare called Virgin Media. Really, the worst customer service ever!
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2017-05-23
- Comments
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The reliability is dismal. Their service level agreement is a con as it states 24 hours. However, the 24 hours are working hours so they mean three days.
- Location
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- Location
- Hatfield
- Reviewing
- Virgin Media
- Date
- 2016-01-29
- Location
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- Location
- Belfast East
- Reviewing
- Virgin Media
- Date
- 2009-11-08
- Comments
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I am paying for 20mbps. I struggle to get above 6.6. The Modem was replaced 6 months ago and again its messing around. Customer service is automated system with an average of 45minutes hold listening to brain damaging music. When you get through they want your home wired network pulled apart and the modem plugged in directly.
- Location
-
- Location
- EN8
- Reviewing
- Virgin Media
- Date
- 2020-10-23
- Comments
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VirginMedia has been providing a lousy internet service for the last month. I call nobody on the phone. automatic messages always tell me to reset. redirects to the website for technical support, but it does not work. I bought 200mb of internet. I upgraded the package, but terrible service. It is a shame that such a large company provides such a lousy service. I was going to change the internet company. They told me to give me another chance and upgrade the package. I wish I hadn't given another chance. My whole job is internet and I earn my money on the internet. they have victimized me a lot. You don't deserve even 1 penny !!!
- Location
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- Location
- North shields
- Reviewing
- Virgin Media
- Date
- 2018-11-17
- Comments
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Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
- Location
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- Location
- lincolnshire
- Reviewing
- Virgin Media
- Date
- 2015-11-08
- Comments
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Been with Virgin since before it was NTL, back then it was diamond cable.i pay for medium package broadband, yet my speedtest just done at 16mbps, virgin advertise UP TO 200mbps ! so why am i not getting a fast enough speed to watch a you tube video without buffering and stuttering? i cannot watch a single Streamable tv episode because it wont load or play for more than 15 seconds before stopping and buffering again.
Want to complain? well they say they will answer your call in 2 minutes, 18 minutes i was listening to track after track ! then got to speak to someone in india who didn't have a clue about what i was complaining about.
Fancy having a communications company who don't have enough staff to answer phones...there's plenty of unemployed people in england...oh yes i forgot virgin moved their call centres to india didn't they, nope got nothing good to say about them as a customer-why stay with them? because according to the internet they are the fastest broadband, i can't believe theres worse out there..Finally why do only "NEW" customers get the half price deals??? what about all the years i've stayed with them...where's my discounts for the poor services they provide ! absolute garbage !
- Location
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- Location
- Acres
- Reviewing
- Virgin Media
- Date
- 2019-01-10
- Comments
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Just moved from Essex to Yorkshire.No virgin cover so cancelled and asked for boxes to return equipment which i was told would be sent. Final bill has arrived but still no return boxes. My wife rang up to pay and they took money fine but would not answer questions about sending return boxes as she didnt know password. Take the money no problem but cant send two empty boxes for their equipment. Well its going to be recycled now as they had over a month and nothing. Useless!
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-02-06
- Comments
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Technical Support is Diabolical. 3 weeks no internet.
- Location
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- Location
- Solihull
- Reviewing
- Virgin Media
- Date
- 2017-10-27
- Comments
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Disgusted Don't ever have broadband off these frauds. Broadband speed up and down and only move 1 room away and lose it. Paying for 100mb got 2.11 today downstairs. Unable to get Engineer round after 6 calls and was cut off after 42 minutes on last one. Phoned to cancel and promised an Engineer today. Waited in all day nobody came. Bunch of liars.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2020-04-27
- Comments
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Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
- Location
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- Location
- Tynemouth
- Reviewing
- Virgin Media
- Date
- 2018-12-29
- Comments
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Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
- Location
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- Location
- North shields
- Reviewing
- Virgin Media
- Date
- 2019-01-25
- Comments
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Been with virgin for years finally since before Dec changed to bt no problems wifi works every where in house virgin would not work with iPad 2mtrs away package came returned all there rubbish hub and TiVo box they are nothing but robbing so so,s
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
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DO NOT JOIN THIEVING VIRGIN MEDIA.
I have been with virgin media over 10 years and I have had an intermittent fault for almost a year with my broadband service that results in internet downtime and connection problems.
Petty virgin media refuses to change my 5 year old router which they constantly tell me to reboot everytime I call you to report the fault.
Their customer service are not helpful and slow to reply or act on problems on your service. You can't speak to anyone in person as all communication with virgin technical team is done via text messaging.
YOU HAVE BEEN WARNED, SAY AWAY FROM THE CRAPPY BROADBAND SERVICE FROM VIRGIN MEDIA
- Location
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- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Unstable connection, Tried to phone up and telling them that the connection keeps randomly going off, They lie to me and try say its fine but its unstable sometimes, I do give them that i got £25 off my bill because i didnt have any connection for sometime when i first joined, Worst experience when i first joined ever, Treated me like crap, Rubbish customer service!, When its working the speed is really good but Broadband reliability is awful!
Would not recommend Virgin Media if you are new to them like i was!
- Location
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- Location
- Londonderry
- Reviewing
- Virgin Media
- Date
- 2018-09-06
- Comments
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The only thing am going to say is, I will not be renewing my contract when it's up. Stick with sky and BT.
- Location
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- Location
- North shields
- Reviewing
- Virgin Media
- Date
- 2019-02-01
- Comments
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Finally finished with virgin sent me packaging to send TiVo box back at a collection point so I made virgin pick it up with by no problems then virgin said we owe you money after account closed they are hanging on to refund for 45 days.
Would never go back had been with them 10 years service is terrible. The whole lot bunch of Cowboys do not use them
- Location
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- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2015-12-16
- Comments
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I got it setup about 1 and a half weeks ago and i wanted the super hub up stairs and he refused and installed in down stairs were i didnt want it!, Not getting the promised speeds and it keeps sying randomly, Got told i had to wait 1 week to get this sorted?, Im new and im already very unhappy... Do you treat everyone like this?, Horrible service!
First time i ever first tried it
http://www.speedtest.net/my-result/4909882683 (Wireless) but it changed and got worse with wireless, (Not a stable connection)
With plugin
http://www.speedtest.net/my-result/4915129177
A higher download speed but a worse upload speed (it changes all the time!!)
- Location
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- Location
- RUNCORN
- Reviewing
- Virgin Media
- Date
- 2009-12-05
- Comments
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what customer service?
- Location
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- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2022-03-12
- Comments
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Although the broadband is ok I could never use this company again because of the sheer pain of leaving. You cannot communicate termination online, only via phone (chargeable number to many mobiles and huge waits, disconnections etc) and post (really?). After all that they have then charged me an early disconnection fee - my contract had finished but the difficultly in the process meant I hadn't provided the full 30 days. There is more but you get the idea...
- Location
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- Location
- le2 3ga
- Reviewing
- Virgin Media
- Date
- 2009-11-22
- Comments
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slow broadband - I'm on 10mB, not a lot I know, but it shouldn't be this slow.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-28
- Comments
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Frequent complaints about speed,should be 200 although 300 is available in my postcode area. Always assured it is correct but i know it is not. was told i had to use their system but could not uderstand what that was. in addition to smart tv.We use 4 other tvs all with cable boxes a laptop, 2ipads, 4mobile phones and 1landline
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-10-28
- Comments
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To explain in more detail We have been with Virgin for 10 years, every 2 years we have signed a new contract and every year its gone up quite a bit. We stayed with them because they had the fastest broadband but this year they dont! We dont use the landline so we can get rid of that, we dont really watch anything we cant get on freeview except tnt sports which we can get for £15 a month.
We would of stayed but we had a dispute where sometime in the last year we found out that they would be putting the price up but if people wanted to leave they could, this was music to our ears! I rang up to find out if this would apply to us and I was told in no uncertain terms that it wouldnt, ****!
Fast forward about 5 months and the remote breaks, we order a new one and they send us a package with nothing in it (they did the same to us only a few weeks ago and we hadnt even ordered a new remote?!). I login to find out the account number as I needed to speak to them about this only to find out they had been charging us more money for the past few months, I was livid!
I ring up, I tell them I was told that we wouldnt be part of that and the lady on the phone lied to me about being able to listen to the call from that previous call, she basically told me anything I wanted to hear. We did end up getting this resolved but that isnt the point, I am someone who will hunt situations like this down to their conclusion but how many people wont/dont even know they are being over charged? They must make millions from basically stealing from people and its wrong!
So our contract is up in a few days, I rang up so I was going to give them 30 days notice just so I didnt get pro rata charges and guess what, they still tried it, I told them that I was giving them notice to cancel and wanted that to be set in place exactly 30 days from what when contract finishes, guess what they did, they cancelled it from that day forward so I had to pay an extra little but of money!
So they said the best deal they could give me was like £60, this didnt make sense since I had been with them for 10 years and I could get all I needed for £40 a month (although I needed to buy a freeview box or a new tv). I cancel the contract then days later I get a call offering me my package for £40 a month, I tell them I am not interested! Funny how they can just knock off £20 out of nowhere and couldnt be good to such a loyal customer! I was considering going with it but then they tell me (after probing) that they now had a term in place that they can up the price when they like and I would not be able to cancel, no way am I going for that I say!
So no fast forward some more days and I get an email, this offer is £44 for my package I alrteady gave but its now a "bigger bundle". They say that its for 18 months and even though they will put the price up it will only be inline with inlfaiton 3.9% and after 18 months when it goes up to £80+ we can cancel. We still dont go for it!
However as time goes on its becoming harder and harder to find a tv or freeview box that works like we want and because my mother is ill and has limited movement we need a remote she can use easily and a system she can use easily. So we decide to go with the deal.
I sign up online, great I think. Then I get a confirmation email saying the deal is now £40, thats strange, that isnt what I agreed to, anyway we dont think too much about it. Then today we want to watch the football only to find out we no longer have tnt sports, they "upgraded us to a bigger bundle" and removed one of the only things they had going for them!
This is not right I think, I login to my account but it tells me I am on maxittv package, this package has tnt sports?! I spend all day on whats app because their phones are too full of people likely wanting to cancel or to sue them! They tell me that I am not on maxit tv but mega tv 3, I thought maybe I was still on the old package until the turn of the month but that wouldnt make sense since if that was the case I would still be able to use tnt sports.
The amount of reviews I have read that say the same thing. This company needs a class action lawsuit against them, they must owe millions to people. They are theives, they are scammers, they lie and there is no recourse!
If I did this on the street, if I sold someone a bag of gold and they find out its actually lead, I get arrested, but Virgin are able to carry out fraud on a national scale and its fine. I am so upset about this I can barely type fast enough. Its disgusting.
But I tell you what, go with a broadband provider and get freeview! Who watches sky cinema anymore? You can get tnt sports cheap as a solo deal, no one uses home phones so get rid of it, sky sports is the big outlay but again its likely you can get broadband for like £15 a month and a sky sports package for £30. Skysports with virgin broadband likely costs £60+
Do not go with them, they will put your price up whenever they feel like they, when you call up, unless you have some real tenacity then you will be exhausted and give up. .
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-03-10
- Comments
-
The customer service suckssssss. They are just into making money but notto satisfy the needs of their customers. I have recently contacted them for some help to terminate my contract but the representative is rude. Sorry but you are tere to help but not to stress the customer. You shoukd be polite and respectful at all times. Thats your job and you have to stick with it if u cant then thats not for you.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-12-02
- Comments
-
Just spent over an hour on the phone just to try and find out if it would be cheaper to cancel 6 months early or continue paying monthly amount until the end of our contract. Couldn’t understand what the customer service team were saying, they said manager wasn’t available and were rude on the phone. Never using Virgin Broadband again
- Location
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- Location
- Tonbridge, Kent
- Reviewing
- Virgin Media
- Date
- 2023-01-01
- Comments
-
Avoid Virgin Media. Awful company. Took 4 months to install broadband and they still charged us while it wasn't working. Spent 20+ hours speaking to their customer service team on numerous calls to get it sorted. Still chasing compensation now. Please avoid. You don't need this BS in your life.
- Location
-
- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2015-05-03
- Comments
-
Well I could go on here , its all been said before about VM... but the best thing is that I left VM nearly 18 months and it has taken VM that time to refund me what they owed me from my last bill ... yes I was fair gobsmacked when a bank cheque for £12.46p popped through my door letterbox yesterday, no explanations no sorry no anything .. well at least I got something out of VM how can I company conduct affairs like this . Good luck to all bye bye VM
and good riddance
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2018-07-26
- Comments
-
Since I got Virgin Business broadband almost three months ago, I have several outages, I work from home as an IT person, if I have no internet I can't work. Virgin will be out of service for half a day casually and full day without much explanation. If internet is critical for you then look elsewhere, this service is not business grade.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-08-12
- Comments
-
I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
- 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.