4,684 Customer Reviews over 118 pages
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
-
Virgin media has got to be the worst ISP ever.
I am currently paying for the top internet at Virgin media and I am not getting what I paid for. I am getting less than 500kbs. That's shocking.
I advise you not to join this terrible company.
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
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Been with virgin since may 2015. When i called up to cancel my contract i was cut off by the first customer service agent then had to wait another hour to speak with someone. I was told i would have to pay £240 to cancel even though i had bern with them over 18 months. When i asked why i was told i had entered into a new contract in June (i hadn't)..,but apparently this was over the phone and the call was recorded. Strangely enough the phone call where i was cut off had not been recorded even though virgin claim that all of their calls are recorded
I would not recommend virgin to anyone. They try to bulky you into staying with them and their prices are outrageous. I ended my contract with them because i was paying £55 a month for free view channels which i have on my TV anyway and got a much better deal with sky
It appears when you want to leave virgin they start making up all these charges to scare monger people into staying
Bullies and rob dogs and appalling customer service. Only took them seconds to answer the phone when i pressed the option to upgrade. Took over an hour to answer for cancellations
Will not ever ever return to virgin
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
-
Virgin has been a nightmare from the beginning. My broadband was dropping off 3 to 6 times a day, I have called virgin they said that it was an issue with the street and couldn't do anything about it. The TV box was really small, everything was bad.
Then they decided to increase the price of my package but I could cancel with no fees if I wanted to (a per their email). So I have decided to cancel, I called them on 16th September, the person was very helpful and told me that it will be cancelled in a month. I got charged on the 6th October for the full amount of a normal month (ok with that) then I received a letter crediting me for the extra money I have paid as I have paid for a full month but should have been charged only until the 16th + they added termination fees of £172. i contacted their customer service, I had a very helpful person who said that it will be fixed and I will received a personal cheque with the credited amount. Unfortunately that did not work and I have received another bill for the previous amount including the termination fees. I called again and I a very unhelpful person who did not understand they owned me a credit so she wanted to do a credit of what I thought I owned them but not give me back my first credit... long story short, she couldn't understand so I gave up, calling twice in 1 week i a bit too much for me. After hanging off, I realised that it was really unfair and that if they do that do me a relatively young person, who do older people manage if they don't understand their bill. I thought Virgin is a big enough company to not steal from their customers so I have decided to be brave and call again. This time the person tells me that I should be charged the termination fees... this time it is too much for me and I will write a letter to the headquarter. Awful experience from start to finish. thanks Virgin Media
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
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Plain and simple.. Awful customer services.. Didn't port my number over in time. was Told its down to me to port it..was Reused to speak with manager numerous times. 6th time of ringing got One with limited English.. Told me loosing my number was my fault for switching provider.. NICE. been fobbed off and lied to so my 30 cancellation expired promising to sort this 2 months on.. They still haven't got a clue. Now taking it further. boardband is good but if you get a problem.. May the force be with you!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-10-21
- Comments
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NOT satisfied with the broadband outages that keep occurring quite regularly for at least a week for no real reason and how long it takes to get it sorted EVERY TIME, but EXTREMELY satisfied with the Virgin Media engineer who spent a long time sorting out the fault, which was successful. I don't know his second name but his first name is James and he visited our property on 21/10/2016. Thank you James! He persevered and was lovely and very apologetic
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-21
- Comments
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Never again!!! I had no broadband connection for cover two weeks-i called them many times to get help, I have booked engeenier visit four times because they were canceling it and nobody come. For cover two weeks no help from them. They said there was some fault in my area network and will fix it as soon as possible.and i have waited for 17 days!!!!! Finally they send me new superhub because someone Has noticed that old one dont recieve signal. After over twoo weeks!!! Ridiculous.
And when I was mooving I wanted to take my VM package with me but they told me there is no line in my new house, they didnt wanted to connection it and cancelled my contract-so i had to pay early cancellation fee!!! I've tried to explain that i dont want to cancel-i am just moving and want to use VM in another place but they said it is impossible. Thieves!!!!
- Location
-
- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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Warning all potential new customers to look elsewhere if you rely on your internet and appreciate good customer service. Let down too many times. Left without internet 3 times in last few months (one instance was up to 5 days) and just had a letter to advise services will be down again in November. Virgin promised to pay for my extra data bought, I did tell them this wouldn't happen. (it didn't) No call back as promised so I called them. 53 mins later I got credit with the internet down time only, not one penny more for good will gesture. I asked the man on the phone how much the call would be, he said not much, I got my bill and the call cost me £32 No wonder Virgin dont call you back when they promise. Since then Virgin promised to call me within 48 hrs, still no call back. Oh well the poorer stay poor and get punished while the rich get richer, nice one Branson (still love you)
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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I have been a customer with Virgin Media for over 10 years I received a better deal with alternative company.
Virgin said they would match the deal and I signed a contract forthwith.
What wasn't explained to me was a data cap of 30 GB and I wasn't aware of this until they wanted an extra £7.50 for going above the data allowance.
By this time the cooling off period had elapsed.
I have never had this cap before and it’s supposed to be same as or better than previous contract why would you sign a contract that wasn’t as good.
Don’t confuse cap and speed as I did.
Just lodged a complaint with OFCOM
Watch this space
- Location
-
- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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The fact that I only give them one star is because zero isn't available first they tried taking payment wrong date then after recalling it because it wasn't my bill date I had set a date to ring up and pay been informed my services will work as normal n ther will be no restrictions on my account not only was it a double payment which I wasn't informed about then I was lied to only to wake up a couple days later to my services being restricted and told to get it. Ack on I have to pay money I don't have it's a joke first they miss the payment date then take it out on a wrong day then then they lie then restrict my services and expect a payment on the day to resolve it which as I was told wasn't gonna happen so now I'm left with no services and a bill of 65 pound to pay for while not having my services on for nearly a month not to mention they haven't dealt with my previous network company like they said and I ended up having to pay line rental from both broadband providers for one month to then be told If I cancel I have to pay yet more money coz that all that company is bothered about it's not about the services or the customers it's about how much money they can steal off you your and mine hard earned money is better off being spent for services you'll actually receive never heard of such terrible customer service and service in total if stay away
- Location
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- Location
- MANSFIELD
- Reviewing
- Virgin Media
- Date
- 2016-10-18
- Comments
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Awful Awful Awful - do NOT waste your time setting up a contract with these idiots. Been paying 54 a month for phone and 150 mbps - ok at first but the last few months only been getting about 10 mbps at peak times. had engineer out who said it is a utilisation issue and would takes a number of months to fix (in the meantime I still have to pay)- Virgin have installed cables into a new David Wilson estate nearby but not upgraded the feed to our area (Mansfield) hence nightly frustration. Contract ends next month so i'm off to Sky!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-18
- Comments
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I have never felt such delight at ending a contract with any service provider in the U.K. in 42 years on this good planet. Today my £110/mth paid to Virgin Media ends. Well done VM - you are enormously professional at driving customers away, that's the only thing you excel at sadly.
A terrible home move experience, engineers unable to do basic tasks and rescheduling all the time, hugely long waits for calls to customer service with non-English speaking agents who have little training, terrible business practices in terms of pricing and billing, unresponsive service, old technology (Vivo box), slow and clunky interface (TiVo) which belongs in the 1980's, sales and renewal staff who are all paid on different metrics causing a lack of consistency to the customer, fibre optic broadband speeds never close to the promise, a poor quality router that distributes a terrible wifi signal, and so on. Nothing positive to say.
The thing that amused me most? I called to cancel TV but planned to keep high speed broadband...the agent was so awful they managed to lose that business as well!
Good riddance to one of the worst run companies in the U.K. And never again...not a penny.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-17
- Location
-
- Location
- Hampton London UK
- Reviewing
- Virgin Media
- Date
- 2016-10-16
- Comments
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The most unreliable customer service, especially their Philippines center , people their dont understand English and independently decide what to do , in my case disconnected my services when nothing was wrong. I had informed that I was moving home on Nov.4th and they said the earliest i could get my services moved would be Nov 9TH , so almost a week without internet or Tv and whilst I had to reconcile to that , on the 16th of Oct. I suddenly realise my services are disconnected! After being on the phone with their Philly center for over 45 minutes on hold , they said "one of their colleagues disconnected my services as s/he thought i was moving on the 15th of oct" !! really ?? And honestly even if i was , why would you disconnect my services without activating the new one? Virgin is good with the broadband but thats as far as it goes ! stay away if you need to deal with their customer services , especially the non-UK one's. Horrible ! I regret being a customer for over 6 years .
Andy
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2016-10-16
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-10-15
- Comments
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i was going to cancel my service when i moved house but virgin bombarded me with emails offering cheaper packages. i took one in the end but have been charged £158 for my first bill, this includes a £10 late payment charge (on my first bill) and a charge for changing address that no one told me would happen. its a massive rip off. go to sky and agree a cheap package with them.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-10-14
- Comments
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Slow, unrealiable, costly. I have used Virgin internet connections around the country and it's the same story everywhere. Terrible - pay the bit extra and get BT, a lot better.
- Location
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- Location
- St Albarns
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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Slow speed, getting 8mbps. Very poor customer service. I would never recommend Virgin Media to anyone.
- Location
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- Location
- Castleford
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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I would like to say BIG thank you to the one of Virgin Media engineer which came to our house on Tuesday, October 11th around 2 pm, for putting an effort and try to "speak " with my mum (she doesn't speak English) , using translator on his phone. That was really nice!!! THANK YOU!!!
- Location
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- Location
- gloucester
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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I cannot give a proper review because service so appalling and zero is not available!? I cancelled contract before completing installation;
- They got contract details and costs wrong twice, despite the hard copy of pre instalment contract and two subsequent telephone conversations.
- They brought cable in to my property without consultation/survey and before me signing any contract/agreeing method/location/advance warning.
- They did not ask to or carry out a survey to agree incoming cable locations, issues and location of internal sockets.
- The installation guy did not have any instructions and it turned out they could not install in a manner acceptable.
- Result- contract cancelled and a complete waste of my time.
- Totally incompetent and would not let them near my property again.
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2016-10-12
- Comments
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Been with Virgin for 6 months now. Incredibly poor download speed. Just checked now (11pm) - 1.90mps. This is a typical result. How can they claim speeds of up to 50mps. Disgraceful.
- Location
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- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2016-10-12
- Comments
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CV32 I have had a painfully slow connection for a week although my broadband test says 160 mb download speed. An engineer I spoke to says that this is a random problem throughout Warwickshire. Have spoken to Virgin (in India, mainly) and was told that there was no problem in this area despite the engineer that came out to me saying there was. When I pointed this out i was transferred to customer services who eventually confirmed that there was a problem. They transferred me to engineers, again in India, the first of whom was unintelligible so transferred to a manager. He says that they are replacing cable and it will be done by Saturday.
Up 'til now Virgin have been good but 4 days to get an engineer out and another week to fix Broadband (if they manage to) together with being blatantly lied to and the inability to speak to anyone in the UK leads me to believe that Virgin's management in the `UK is falling to bits.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-11
- Comments
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Really DISSAPOINTED with Virgin Media, never ever will I ever use their services again, Unreliable service right till the end.
I requested my services to be disconnected on the 14th July giving them my 30 days notice and make a final payment, 30 days later I noticed I received another bill for a higher amount and I called to see why I received a bill when I requested my services to be disconnected and they told me to ignore the bill it was automatically generated by their system.
weeks later I receive a letter saying I have an outstanding balance for final payment and when I rang them up they said my services were only disconnected on the 13th September because I apparently accepted an offer they made to me... So why disconnect the services if I accepted an offer? I have never accepted an offer they made because I was unhappy with the service and had to call them multiple times around 4-5 times just to get them to cancel, I should also add they transferred me internally to 3 different people who kept saying you're at the wrong department.
Worst company I have ever dealt with and would highly recommend anyone to avoid them, thy're all fun and games to get you to sign up but when you want to leave thy're your worst nightmare.
- Location
-
- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2016-10-11
- Comments
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We have the top broadband package and are suppose to get 200mps, however we never get anywhere near that on a good day we will get max 50mps, we have constant problems with the broadband dropping out.
- Location
-
- Location
- Tokyo/London
- Reviewing
- Virgin Media
- Date
- 2016-10-11
- Comments
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DO NOT USE THIS COMPANY FOR BUSINESS BROADBAND. Absolutely the customer service around. They completed a site survey 2 months before the installation and told us everything was fine. On the day of the installation, they cut our BT line cutting out our internet (they promised they wouldn't do this) and then did not show up for the installation. It has now been 2 months and we still don't have internet. We are a travel company bringing tourists from Japan to London and the internet is essential for our business.The have left our office useless leaving our staff to work from home. They just do not care. One area of the company does not speak with the other. Do not use!
- Location
-
- Location
- Crookhorn
- Reviewing
- Virgin Media
- Date
- 2016-10-10
- Comments
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Please avoid this company. I have called them and been promised 6 manager call backs in the last month and none have been recevied. I have talked about my complaint with multiple operators, yet need to say it all again as they don't write notes.
No complaint response in a month.
I deeply regret moving to this company, they has serious issues.
I beg you do not switch.
It may be cheaper but not worth it for the stress they cause.
In addition:
Broadband speed and reliability is fine
TIVO box is slow about 4 second delay between each button press.
They make break into your garden to piggy back a neighbours Virgin off your wall unit. This is perfectly acceptable.
If your not I customer, I hope I ave steered you away.
Thank you for reading
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2016-10-09
- Comments
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Poor broadband speeds. paying for 100 mb/s mostly getting about 2 mb/s. To add insult to injury they have possibly the worst customer service i have ever experienced. Will be changing providers ASAP.
- Location
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- Location
- Rainham essex
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
-
The absolute worst customer service ever after 3 days no broadband n no phone I spent hours on hold to be told an outright lie by there tech team I lost it n threatened to cancel my contract . The cancellation dept rather than bend over backwards to keep my business i.e. The carrot ! Threatened me with the contract 7 months left which I have to pay I surrender ! But at end of contract I will never ever deal with this shoddy company ever again ps which I seen this site pre contract .
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
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I would be able to write about the speed and reliability of the broadband but seen as we've been waiting 2 weeks for a technician to come out and actually set the box up I can't write about that so therefore I'll write about the technicians speed and reliability... if they had any either after waiting 2 weeks for someone to actually come out we get a text saying he'd be 10 minutes... 2 hours later still not here, rang again said he'd be here at 1... hour later still not here, so 8 hours later still sat here without the arrival of the technician or any wifi I wouldn't recommend this company to anyone
- Location
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- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
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Every year they put up the price,
sometimes twice a year !
You have to spend 1 or 2 hour on the phone every year to keep price down.
Total down speed is high, but slow latency means internet delays.
- Location
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- Location
- Buckinghamshire
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
-
Did not even complete the order !!!
Why?
- Did not make the delivery date as promised - a promised rapid delivery date was a con to get signed up
- Hard to get in touch with to discuss new delivery times
- MISERABLE CUSTOMER SERVICE TEAM - never met such disinterested, offhand customer service "What Ever"
Absolute con of a company and worse customer experience ever ( and that was consistent over the multiple people I had to speak to)
- Location
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- Location
- Kentish town
- Reviewing
- Virgin Media
- Date
- 2016-10-07
- Comments
-
Have been a virgin media customer for years.i have telly phone snd broadband package.recently moved and virgin told me it was just a matter of transfering everying over to my new address.i have now learnt i have been trapped into a new contract for a year.that is what being a loyal customer got me.so make sure you check everything out before you move!in my new address telly and broadband constantly cutting out
- Location
-
- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2016-10-06
- Comments
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I switched from Sky ... and now realise what a big mistake I made. My phone line is dead since 1 month and broadband not working since yesterday. Called up several times (from my mobile phone as land line dead) and was told broadband will be up in running in couple of hours. After waiting whole day called up again at 23:15 and was told the issue would take up to 1 week. I have told them can't do without Internet as my daughter has to do her homework online. I will contact Virgin tomorrow and try to cancel the contract.
- Location
-
- Location
- Clapham
- Reviewing
- Virgin Media
- Date
- 2016-10-05
- Comments
-
I contacted Virgin to get their broadband services 1 month ago and I think this is the only time I managed to contact them easily.
The chat is always busy and when you phone no one knows anything! They transfer you from one department to another.
They came to my house to install the router yesterday. They were meant to come in between 10am and 2pm and they turn up 1 and a half hours later after calling them several times. Waste of time and money.
One day later and the broadband doesn’t work. I have managed to contact customer services (more time and money wasted) and they just said that the installation was done wrong? Frustrating… and they can’t come to sort this out until next week? So disappointing.. not a compensation or anything to not to make me feel as angry as I am right now..
- Location
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- Location
- Clapham
- Reviewing
- Virgin Media
- Date
- 2016-10-05
- Comments
-
I contacted Virgin Media to use them as my new broadband company. This was the only time I was able to get in contact with them with no problems.
The chat is always busy and when you phone no one knows anything! They transfer you from one department to another. They came to my house yesterday to install the router. They were meant to come in between 10am and 2pm and they turn up an hour and a half late after I lost my time and money phoning them.
A day later and the broadband doesn't work... I have just spoken to the technical services (more time and money wasted) and they just told me that the installation was done wrong and now I have to wait another week until they can come again?
Also no compensation or anything for the inconvenience.
I have not used their services yet and I am completely disappointed.
- Location
-
- Location
- Sawbridgeworth
- Reviewing
- Virgin Media
- Date
- 2016-10-05
- Comments
-
I have been with Virgin for nearly 7 years, brilliant to start with and now the last year or so it's complete rubbish. I spend more time without broadband than I do with it! I have to keep turning equipment on and off to make it work. Customer service is rubbish, all they do is run through telling you where to turn your equipment off and back on again. I do not understand why I should have to keep turning it on and off!!. Looking at Sky now but not sure they are much better.
- Location
-
- Location
- EN8
- Reviewing
- Virgin Media
- Date
- 2016-10-04
- Comments
-
Connection of a derailed train, customer services that take 45 minutes and up to answer, overseas call centres with conflicting information, the promise of a better service by the end of the month which hasn't happened and a letter advising a rise £2.99 per month on the bill ... not recommended, the service has not been in place more than a few months, has poor service and not even 6 months later there is a price increase of £2.99.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-04
- Comments
-
appalling. No TV, broadband and phone for 4 days. on line status says fine, when you call they agree there is a fault! Cancelled engineers without letting you know, more often than not you get cut off when you call, no one can give you clear information. 8 different fixed time over 3 days, all passed and failed. You get vacuous and empty apologies but nothing actually happens. when the service works it's great. when something goes wrong..... best of luck
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
-
Avoid at all costs!
Worst customer service ever.
Their staff had a xenophobic attack on me when I rang to request a transfer of my account to my new address. I asked if she could do earlier dates and she kept lecturing me that ''That's how we do things in London''.
In another occasion they rang me at 9pm to threaten me that I should ''check my account and see what's gonna happen to it'', simply because I was late on a payment due to a bank issue.
I've been a customer since 2013 and when I requested a transfer of my account to a new address, they wouldn't send the technician till 2 weeks later. When I suggested I wanted to cancel my membership they threatened to charge me an early cancellation fee of 160 pounds even though it was their fault. They wanted to make me pay more money than I did before I transferred my account and they wanted to blame me for it. Disgusting service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
-
I am signed up to get 70mb/s broadband. In the evenings it drops to 3 or 4mb/s and lately has sometimes stopped working. I have been informed that Virgin this is just due to capacity issues and not a technical fault. It's outrageous that they can supply you with less than 5% of the advertised speed!
Do not get Virgin media! It's a borderline scam!
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
-
Have been with Virgin for over a year now and looking forward to the end of our contract period so that we can change providers. The broadband speed is nowhere near that promised and is so intermittent that I am having to constantly reset my wireless router. I only realised there was a problem when my data usage on my phone exceeded my monthly limit! TiVo is rubbish, very slow and tends to record what it thinks you want rather than what you select. Despite setting parental preferences, (we are two adults, no children at home), we still have to put in our access code for GBBO! Customer services are only interested in selling you more of the same; other than that useless. Avoid Virgin at all costs, its a con.
- 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.