4,684 Customer Reviews over 118 pages
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- Location
- Enfiled
- Reviewing
- Virgin Media
- Date
- 2019-08-12
- Comments
-
Miss sold a phone line that Tripled my bill!
I was sold a bundle for internet, tv and landline, the landline was meant to come with free landline call and was sold on that being when ever. My bills went from £78 to £227! When I explained I was told I had free landline calls they said it was only for weekends and it was all my fault, they did help in the slightest and frankly didn’t care, the attitude of all the staff from customer service in India was disgusting to the point that I have cancelled everything. As much as the Virgin TV is a good service, this has completely tarnished the company for me, back to Sky I go...
- Location
-
- Location
- hartlepool
- Reviewing
- Virgin Media
- Date
- 2017-04-18
- Comments
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After spending about three weeks on hold, being passed from one person to the next, i am still without a phone line, my business is losing money hand over fist and I am desperate to take my business elsewhere. From one mistake to another, to another and another, no one has a clue what they are doing! its appauling
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-11-13
- Comments
-
They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet
pros: broadband speed is on point.
cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2024-01-05
- Comments
-
So when an experianced technically minded person approaches Virgin's Forum Team using the same user account they've used for many years helping other customers diagnose and fix faults you don't quite expect to be told that the troublshooting and investigation work into your own service problem is trash!
I found a recent upgrade to the Hub 5 after using a Hub 3/4 at same property for 5-11 years, was a the problem causing streaming and connection drop outs (5000 in a month Virgin Media recorded) but the response from a Forum Team member with 6 years tenure says "The hub 5 is more than fit for purpose. I've had one for many months and no issues"
So 4 weeks later, issues not resolved, 3 engineers, 1 network team manager visit later and nothing is fixed and we still know what I said in the first place, apart from now I've even investigated deeper and isolated the issue.
Still though I'm told that Hub 5 is not at fault, so the Hub 3 connected right this second working fine must be magic.
No replacements orHub 4 offered to test, just wasted time, appointment changes and now that same long tenured Forum Team member has said,
"The only offer now of a complaint resolution would be a 7 day disconnection notice, not hold you to EDF's but I will be asking our Housefiles team to mark your property as a non-serviceable address as there's no issues with the Hub 5."
Silly Me :(
- Location
-
- Location
- Ilford
- Reviewing
- Virgin Media
- Date
- 2023-05-30
- Comments
-
I’m writing on behalf of a friend. He thought he has paid his bill with Virgin for the internet giving his bank details and blabla to the employee on the phone but that employee put his bank details for someone else bill and then his internet cut off and now he has to pay £7.50 of late payment because Virgin team mess up and they don’t want to cancel that fee of they mistake or anything to compensate that trouble. Would say find a better internet provider with human being on the phone than them and it’s up to you if you find yourself generous to pay some else bill and trouble to get everything sorted, rude staff on the phone and trouble to talk to a manager
- Location
-
- Location
- west yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-10-01
- Comments
-
OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.
Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.
It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.
Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!
Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.
The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.
Here is the upshot of the visit:
- faulty phone connection sorted
- faulty/not fully plugged-in fibre connection pushed fully home
- wifi began behaving as follows:
Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.
Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.
The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.
12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.
I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.
Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :
MODEM mode.
Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.
So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.
Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.
That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.
Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.
Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).
I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'
I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2020-12-04
- Comments
-
Simply the very worst company you could ever dream of going to. Yes, the broadband is fantastic, but they tell lie after lie after lie after LIE.
They DELIBERATLY missed me a package and then refused to adjust my contract to reflect the discount they were giving me.
7 hours of waiting on th phone for 4 days and I get through to someone who simply isn't interested in answering me other than to say ' it's being processed'...a credit for £90 does NOT take more than 4 weeks to process.
Then the contract...which needs to be adjusted by £30, as per Virgin Media's call notes. Except it isn't and no one knows whose job it is to do that and when it will be actioned.
Spent over 5 days on hold for 4-7 hours at a time to be told completely different things. These people are LIARS.
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2017-09-28
- Comments
-
Never in a million years would I ever consider being a virgin media customer or tell anyone to go with Virgin Media. Customer service pass you on and on and on and on.....
10 different people I was put through to, just to cancel my broadband and at the end one I just put the phone down because I had been on the phone 3hours! I will just cancel my direct debit tomorrow and write a letter to wherever because your trapped and there is no getting out.
- Location
-
- Location
- purbrook
- Reviewing
- Virgin Media
- Date
- 2015-02-28
- Comments
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the broadband.....when it's fast its very fast.....unfortunately thats not very often
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2019-02-28
- Comments
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The VM 'customer service' phone line is pretty abysmal. In mid-December 2018, I requested (via web chat) that my package be downgraded. I was informed that it would be done by mid Jan 2019.
This didn't get done and I continued to be billed the original amount. I called VM media in late Feb 2018 to inform them about this. I waited around 10 mins in the queue, and eventually spoke with an advisor in an Indian call centre. I informed her of my problem and during the call I was put on hole twice for around a minute each time - whilst she discussed my case with a colleague. After the second hold, and without being informed, I found myself speaking with another advisor (in UK/Scotland based call centre, judging my the accent)...who started by asking me why I was calling and going through the same security questions that I had already been through with the first lady! I explained it all again only to be told that I would be put on hold again for around 5 minutes whilst *she* discussed my case with her manager. I complained about my experience, about being bounced between advisors and having to provide them with the same information repeatedly.
On the plus side. I was assured that my account changes would be applied immediately and that I would be refunded the amount that I had been overcharged. Also, the on-hold music doesn't feature the usual and infuriating 'your call is very important to us...' looped message. In a way this is probably an accidental admission that our call is in no way important to VM and they would rather we didn't bother them at with our problems.
VM are no probably better or worse than their rivals or corporate entities in general, who view customers as an unwelcome nuisance to be treated with contempt.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-21
- Comments
-
Two years good service with Virgin Media - but absolutely awful trying to close my account, really protracted and complicated.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-08-29
- Comments
-
Our whole package has been down now for4 days. & will go into the 5th since last update tonight. Due to an outage in this area, very frustrating, no information other than an outage and having to check ourselves on any updates. Never been without, telephone, t.v. WiFi altogether absolutely apauling and can’t even speak to a person
- Location
-
- Location
- banstead
- Reviewing
- Virgin Media
- Date
- 2016-08-10
- Comments
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absolutely shocking customer service, keep me hanging on the phone for over 2 hours.
they cut off my services due to a mistake they made re me moving.
i was passed through to over 10 different customer service advisers and still was unable to connect back my services.
the worse possible customer service that i have ever known
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2014-11-14
- Comments
-
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
- Location
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- Location
- Billingham
- Reviewing
- Virgin Media
- Date
- 2020-02-11
- Comments
-
Awful customer service. Was trying to find out how much notice I needed to give to cancel my contract, and potentially renegotiate a new deal. The cancellation team were awful. The woman was aggressive, rude and patronising, and refused to pass me on to a supervisor or someone else. I eventually had to put the phone down. When I called back I spoke to another woman who went to check / speak to the first person I had spoken to. She then came back and immediately informed me my account would be cancelled in 30 days. No attempt was made to keep me as a customer or apologise. The best way to judge a company is how they deal with an issue. Virgin Media are awful.
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-06
- Comments
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great download speed that goes up to 120mb when I only have 50mb contract but it also goes down to 1.75 mb at the same time which is the problem. They don't offer a stable connection which is terrible if you play games online or watch 1080p streams. Also when you report a problem you end up talking to a robot rather then a person which is quite stressful when you don't know what's going on
- Location
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2010-01-20
- Comments
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The Speed is not what I expected it to be and is mostly very slow for a company who has upgraded to give the better speeds they are definatly lagging behind and don't deliver what they promise yet another case of being ripped of by these huge corporations who are only interested in getting their money from our pockets into theirs. Not a very good company at all they are all sharks who promise the earth yet deliver a very poor service.
- Location
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- Location
- Chigwell
- Reviewing
- Virgin Media
- Date
- 2020-07-30
- Comments
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Be careful if you move house.
When arranging a house move with Virgin Media, you will be forced to use the web chat which is great if someone answers you. Sadly, I had to wait over 5 hours for a response only to be told that Virgin media is not available in my new area.
I was then provided with the joyful fact that my contract must now be cancelled, so I have the pleasure of paying them £240 for the privelage.
It turns out that in the fine print of Virgins contracts, if they are unable to provide you with even a basic level of service then you will be punished financially for it.
Be warned, always read the fine print and never get tied up in a contract with a company that takes part in corrupt practices like this.
On a happy note, they told me I could have 2 months to pay before they sell the debt onto a collection agency.
Amazing customer services as always Virgin, well done!
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2019-11-05
- Comments
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Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
- Location
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- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2019-06-14
- Comments
-
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
- Location
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- Location
- Penarth S Wales
- Reviewing
- Virgin Media
- Date
- 2015-08-08
- Comments
-
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
- Location
-
- Location
- Ilford
- Reviewing
- Virgin Media
- Date
- 2019-10-05
- Comments
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Recently switched over from Zen on my kids wishes but since moving over we have been facing difficulties with broad reliability and inconsistent replies relating to virgin internet status.
- Location
-
- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-03
- Comments
-
shocking customer service. they changed my package without notice and after 5 months of complaining after every bill had to cancel. 100 pounds out of pocket - but glad to see the back of them
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2023-06-03
- Comments
-
For Broadband- it's fine. Never really had a problem.
However, the customer service is appalling!!! I'd go so far as to say there is no "customer service". Don't get me wrong, the agents themselves are just doing their job. But, my god it's sucking the life out of me trying to get them to end my contract. They keep offering me "deals" which are twice the price of what I am paying now and what I can get elsewhere. When you say no, they seem surprised.
When my Mum was with them and tried to leave, they wanted £300 as they said she changed her contract midway through. She is 75, is used to paper communication and speaking with a human. I had to bail her out so she could leave them. Then they said she hadn't returned all their equipment & tried to charge her £75, despite us having proof of postage & tracking number.
So, be warned. Don't try leaving them, or asking for help.
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2018-04-23
- Comments
-
Virginmedia signed me up misleading circumstances tsaying they would provide me with all 3 services but didn’t tell me I would be waiting up to 3 months for the phone to be connected so as a result as sky cut me off on the date I agreed (I thought vVirgin would have switched by then)so have lost My home number of 35 years which wil cause me a lot of agro —- I would give Virginmedia -5stars if I could !!!
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
-
Overcharge customers
Bully tactics to extort money.
Worst customer service.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2019-09-13
- Comments
-
No one cares!!!! I am on a rolling contract with virgin media so I phoned to see if I could get a better deal before I left, as every other broadband provider does, I was offered a 12 month contract for more money than my current rolling contract. I said forget it I will leave and the customer service rep actually sounded happy about this. Dont bother emailing the new German CEO, you will get no reply. I think they have earned there nickname VERMINMEDIA!!!!!!
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2021-08-16
- Comments
-
The good - fast broadband speed; good hub box
The bad - poor connectivity when the sun shines.
The ugly - very poor customer service & ridiculous cost
- Location
-
- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2018-10-16
- Comments
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I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.
Worst experience ever. Dont go for virgin media
- Location
-
- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2017-07-23
- Comments
-
I was lied to by a Virgin Media sales rep and now my bills have doubled even though I have a copy of my contract which states that my payments will remain the same for the full 12 months, "customer service reps are no help so I will be cancelling at the end of this contract as the cancellation charges are more than it would cost to pay for the last 3 months. i will be going to citizens advice to see if I can contest the new charges.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-06-15
- Comments
-
The Internet speed is pretty average. I wouldn't say it was any faster than other providers I have used. Overall it did what I needed it to do. However, making sure your contract doesn't run onto a new one is such a faff! It would make sense seeing as you can add things to your contract online, you should be able to disconnect your contract online. This is not the case. You have to phone. I got through to a human surprisingly quickly compared to other call centres. Once I told him I needed it to not continue he said that's fine and then said 'You are expected to wait patiently on hold for me to complete this'.' ... What he was doing while I was on hold I do not know as I had told him everything he needed to know. I was on hold for 25 mins! This was during my lunch break so was not too chuffed. There is no need to keep people on hold that long it costs them a lot on there phone bill. I also struggled to understand what he was saying to me so had to ask him to repeat things a lot which made him frustrated with me. Will not be going back. Virgin boast about there customer service. Not sure what they are boasting about.
- Location
-
- Location
- South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2019-11-25
- Comments
-
Virgin media is probably the best broadband provider. However, their customer service is absolutely non exist ant. Expect to spend hours on hold if anything goes wrong or you want to ask a question. If you choose the text service it takes at least 6 hours for a response which is more than useless. Wish I tried BT first. (ps virgin media has minimal employment in the UK, the majority of jobs are now in the Philippines)
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-11-29
- Comments
-
What an awful company!! Constant outages, constant failure to deliver minimum guaranteed speeds, and absolutely no customer service. no one in CS has a clue what the problem is when outages occur - currently ours is predicted to last a week. Customers cannot speak to anyone who does know. A constant stream of misdirection, bluff, misinformation and at times, outright lies. DO NOT UDSE THIS COMPANY. On top of all this they increase your rates without informing you and you have to negotiate hard to get any semblance of your originally agreed rate/contract. I'm complaining to the Ombudsman, they should be put out of business for clear profiteering and stonewalling complaints.
- Location
-
- Location
- CARLISLE
- Reviewing
- Virgin Media
- Date
- 2015-02-13
- Comments
-
Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2021-02-08
- Comments
-
I called Virgin almost every day to try and tell them that I wanted to leave them. Usually I was on hold for over 30 minutes before getting cut off. When I finally did manage to speak to someone they cut me off twice in a row. They then try and tell me that I have to wait for 30 days to cancel my contract. Be warned - it is virtually impossible to reach them if you need anything.
- Location
-
- Location
- Milton Keynes
- Reviewing
- Virgin Media
- Date
- 2023-01-10
- Comments
-
Took out a deal with virgin broadband, it came with TV and phone for £23 no installation fees, mind you by the time I got the first bill total was £116, which includes installation, cost of Tv box etc, when I phoned up to ask a question, been given the run around, until I was told am owing £55 paid it cause at this point just couldn’t take the runaround, and my credit file could be damaged, by the time I got to the next rep, I was asked to do at a further £75, I refused and now am going to complain and go further, cause I have debt collectors emailing me and Virgin is still trying to add a negative on my credit file. Please have everything in writing from this company and be very careful.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-06-04
- Comments
-
Really unreliable service, aggressive throttling during peak times makes Netflix/NowTV/on demand/iTunes practically useless. So flakey.
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
-
Been with virgin 1 month . Had a problem with first bill as changed job so contacted to discuss. Advised no problem no interruption to service until next month. 2 days later cut off !!! Called to ask why and was told needed to pay £25 to start the service again ??? Riddiclus even went though foot steps and reviewed call I was told he had given me the wrong advise and i still needed to pay. Had I been given the correct advise initially I would have no problem. However I based my finances on their advise two days later they cut me off. Disgusting and even when told they would be losing a customer as id be ripping the router out and also the disgusting mess of an installation porely executed leaving my brick work untidy the cable twisted and not straight out of the wall. So in summery customer service terrible and id also like to mention I use for Xbox live where when playing fifa constantly lags almost every game. When I asked technical team they tell me I need faster speed??? When I ordered I told them I used mainly for Xbox live this is the package recommended??? Stay away nothing has changed here since the days of NTL poor service and lies with no balls to rectify the situation !!!
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2018-07-04
- Comments
-
My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
- Location
-
- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2018-09-24
- Comments
-
This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
- 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.