4,684 Customer Reviews over 118 pages
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- Location
- London South
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
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Virgin used to be great. Now, instead of getting my speed of 50mbps I barely get 5mbps. "Utilization" they call it. It's been this way for over a year. No repairs. No nothing. Awful.
They are growing to big for their boots..
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Comments
-
It has been a nightmare! I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer, especially in the last couple of years it became a total rubbish. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every few minutes. What made it worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could solve your problem.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Comments
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I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-10-01
- Comments
-
Horrible company, good broadband when it works.
Basically, the broadband is pretty quick. I have had to call them 3 times this month with speed issues (we're talking paying for 70mbps, getting 0.02mbps). They fixed it on all 3 occasions but it was a 40 minute call each time.
Decided to leave due to a second massive price rise this year, had to wait on hold for 30 minutes, got bad advice on how to switch and have received a £18 penalty for the privilege.
In summary, a horrible company with a good product. Overall I'll be glad to see the back of them and would recommend choosing another supplier.
- Location
-
- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2016-09-30
- Comments
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I called virgin media on September 29th to cancel the service. However, I did not receive a confirm mation e-mail. I made another two call to ask for the confirmation(wait more 20 minute each time). On September 30th, the confirmation email comes. However, it says the service is not cancelled! Fee will increase ! It seems to impossible to cancel my service! account 796293002
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-09-30
- Comments
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I have been utterly unimpressed with Virgin from the outset, whilst their broadband speeds are good, I would not recommend them on the basis that this goes no way to outweighing their awful customer service.
- Location
-
- Location
- cambirdge
- Reviewing
- Virgin Media
- Date
- 2016-09-30
- Comments
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I called virgin media to cancel my service yesterday. However, I did not receive the confirmation email. I called twice later to ask for it (wait more than 20 minutes each time). Finally, the confirmation email comes. It says my package is not cancelled and the price is increased!! I made a call to customer service, but was put on hold forever. I am writing here to leave a evidence that I do want to cancel my service now. It may be useful later in the court. account number :796293002
- Location
-
- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-09-29
- Comments
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I've just cancelled Virgin Media after 6 years of loyalty due to 9 months of unresolved faults. Having been sold an upgrade to the 200MB connection, and paying the highest tariff in the UK for the pleasure, the speed averages 1.3MB, has had a top speed of only 20MB, and connection only works occasionally, i.e. there is rarely a connection. Worse, Virgin never checked the connection when I moved in.
They will not fix the problem until end of November, yet gladly have been charging me full price. Shockingly, customer service suggested I check the speed every day and call them every time if was under par. For me, that suggests that, in the staff's experience of the service and customer complaints about speed, they have no trust or confidence in the service.
Customer services told me that checking their customers' actual line speed before they started using it was not good business sense for Virgin Media. They were right - with an incredibly high margin of reportedly around 50%, unheard of elsewhere in retail, it's clear that gouging customers is one of its best ways to make a fast buck.
Now that the brand has totally lost its luster for me, and with so many operators offering unlimited 38MB and above, I have no problem - except sour taste and hassle - leaving the greedy and cynical Virgin Media behind.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-09-28
- Comments
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We have been with Virgin for several years now. From the start we had many problems which involved loads of phone calls to Virgin and being held in a queue for ages each time. Often we were just cut off after 20mins without getting to speak to anyone. When we did get through we would be passed to approximately 4 different departments having to go through a series of security questions over and over with each different department. When trying to explain the problems we were just given a generic reply about resetting the hum and password etc which we had already tried before calling. They didn't have a clue what they were doing or talking about. We had the 50mbs package only ever got a fraction of the speed. We were later offered a free upgrade to 100mbs but then still only managed to get just over 50. Shortly after our bill went up so it wasn't a free upgrade at all
When I rang to cancel we were offered a reduction in bill so we stayed but now our bill has increased again with no warning so we are cancelling. We did call to query this but again were on hold for 15-20 mins and when we explained what we were calling about were just cut off again. I emailed the chief executive at the beginning of this month but they didn't even have the decency to reply. Shockingly poor customer service from India. I will be withholding the final payment due to my bill increasing with no notice and for the fact I haven't received the service and package I signed up for. They will have to sue me for the increased final bill which I have already informed them I will not be paying.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-09-28
- Location
-
- Location
- Erith
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Comments
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These guys are like smoking: it's bad for you, but if you were stupid enough to start, it is difficult to get rid of it...
So, this provider will treat you like you are second-grade, will not try their best to solve problems, and will just repeat things things you said back to you (I never understood why do people do that? I know what the problem is, I just told you about it, don't repeat it back to me and make it sound like YOU discovered it!).
the broadband service itself is tolerable, but the customer service is absolutely disgusting! keep messing things up, wrong bills, no internal communication, took them almost a month to set things up because they took down a wrong address!!! how difficult is it to pick the right house from the dropdown list?! will leave as soon as I can unless things improve dramatically.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Location
-
- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Comments
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internet keeps dropping connection, sometimes as much as 8 times/hour
Reported to the Virgin Media team nearly 2 weeks ago, telling them theres a problem in the area, only to be told to reset my router - pull the cable out
the usual stuff. Next day reported again and an engineer was booked
Engineer turns up 6 days later on wednesday, to change my router to the Super Hub 3, after 4 hours of NO internet,i called VM team and the engineer
returned back 1 hour later, to change the router again for the super hub 2/AC, and guess what after the engineer had gone hours later
the problem was still there, started to drop connection.
Thursday i spoke to a guy in networks after getting passed the frontline VM team to be told thats its an network issue and that it would take 48-72 hours
to complete the work needed.
Phoned on friday for network update - nothing on updated information yet
On Saturday left it, still dropping out all day nothing had changed
On Sunday i Phoned for a network update, was told they are not repairing it but monitoring it over the 48-72 hours and that a field engineer
would call me first thing monday morning.
Monday morning guess what NO CALL from field engineer, phoned VM then they tell me this looks like a area network problem and that
it needs escalating to the networks department, which i was told all this the thursday previous
So not only am i being misinformed by VM team but also being lied to.....they have now told me a engineer will be here wednesday
I really do hope this gets fixed, as on thursday i will be phoning retentions, as i will be gone (looking at other providers)
i think the service is disgusting, that its took nearly 2 weeks to sort something that i told them about in the first place
about time virgin pulled there socks up and sorted this out, before they lose even more customers
Very annoyed and frustrated customer
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-09-26
- Comments
-
Advertised speed with fibre 100 Mb, promised speed 40-50 Mb, actual tested speed using this site - 12.18 Mb. Even Sky free standard cable broadband gave us 16 Mb and this is supposed to be superfast fibre. Poor service, pathetic broadband, keep away!
- Location
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- Location
- West bromwich
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- Comments
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There is no exaggeration in me when i say that virgin media is utterly and completely rubbish i have never seen such a bad wifi connection or spoke to anyone who doesnt even help u with the problem
I have contacted virgin media over 50 times now yes 50 TIMES and everytime i either get cut off or get told some next random crap which doesnt make sense or sounds stupid
Its been months since my wifi hasnt been given signals and all ive been doig with my life is calling up this crap provider i dont know why in the first place i even joined this company its one of the worst i have ever been with
Utterly rubbish
- Location
-
- Location
- Farnham, Surrey
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- Comments
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We have been with Virgin Media for nearly 16 years, and the service was always good. TV and Broadband offerings are great, but the customer service and quality of the technical support is now terrible.
If anyone is thinking of switching to Virgin I would strongly suggest you don't.
Broadband service in the last year has been terrible, with lots of downtime (at one point for two weeks straight!) These were area problems I might add so nothing to do with our equipment. The technical support is terrible with these type of issues as they just play you the same recorded message with no ETA to fix.
But the final nail in the coffin was when we moved house, we set our move date a month in advance, and we were told the de-connect/re-connect was all set. I was dubious as the guy on the phone didn't seem to know what he was doing, and no surprise, we re-connected at the new house and nothing worked. We called on day 1, day 2 and by day 3 they said there was nothing they could do and needed to send an engineer out in 2 weeks time! Nothing sooner!!!!!
Day 4 everything started working, broadband up and TV working fine, so we left it a day and then called on day 5 to cancel the engineer.
Day 6 woke up, and broadband service down. We called them again (2 hour wait for 1st line support) and they didn't have a clue what I was talking about. Explained I need the engineer visit as it has stopped working again, and they said that was unavailable now and would be a further 2 weeks at least. They told us our internet and TV was up and working and we were wrong that it wasn't!!!
Day 7 our new neighbours knocked on the door and asked if we had Virgin Media because something funny had happened to theirs. It turns out their service had been cut off and they had been given our services, even their phone number had changed!
I called Virgin Media to explain their mistake in activating at the wrong address and they told me this was impossible and basically that I was stupid and/or lying.... At this point I told them to just cancel my contract of 16 years because I was so wound up, and to my surprise the guys response was "Okay thats done for you now, good luck with your new provider"... No apology, nothing!!
I'm sure there are no guesses what happened next, our neighbours phone line cut off as well as all of our services. Lets say they are not happy at all either, and currently waiting for an engineer to come and reconnect them! What a way to start a relationship with new neighbours!
Thanks Virgin Media, 16 years of loyalty repaid with unorganised services, under qualified technical staff, and frankly rude customer service.
Just waiting for my SKY Q install next Wednesday!
- Location
-
- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- Comments
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Very poor quality broadband speed although they say it's up to 100mb. We don't get half of it even we can hardly browse. When called the customer service fault team for so many time to report fault, we had to wait for more than 1 hour but received the worst customer service. The people work there are not professional, trained or helpful to resolve problem. worst possible experience with virgin media. They are charging more than £50 each month claiming that they offer 100mb but in fact the speed is often not more than 10mb. No network signal upstairs and their router is poor quality too.
- Location
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- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2016-09-23
- Comments
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(You could have killed my baby) we had virgin installed a few months ago and I thought nothing of the install until today, when I found out you had stapled the cable to the wall not cable clips like your suppose too, as staples can snag cable and as found out today come loose and my one year old tried to eat it, which we had to remove from his mouth, we have since removed most of the other clips including many other loose ones and replaced with cable clips, I phoned a manager shaking and very angry and along with reassuring me your going to do something about it you told me kids will be kids which was not a response I was expecting!!!, so my husband phoned again as I was now besides myself to be told the first person had done nothing then other than telling me the engineers would be spoken to thank God so this doesn't happen to some other poor family you told us the best you could offer us to help with the stress and upset we have been through is £6 off our bill every month is this how much putting a child's life at risk means to you, I will be taking this further!!!!
- Location
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- Location
- Shepherds Bush London
- Reviewing
- Virgin Media
- Date
- 2016-09-23
- Comments
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The worst service I could ever imagine, 6 weeks to install phone line and tv but not internet, after saying all will be installed in 2 weeks, then we had to wait 2 more weeks for the Internet what it never arrive! We cancelled the tv and phone, never received the 25 pounds fee you said you will give us back for the 2 weeks trial period, calling Virgin Media to request this money back, contacted them a month ago, they suppose to send a check that never arrived, my phone calls are being always hanged up even before to speak with anyone... Just got a letter saying the complain will expire in a few days if I don't get back to them through the phone, what kind of joke is this? Friday 23th of September of 2016 I want to make clear this complain through the Virgin Media facebook account that I have no way to contact Virgin Media through the phone (only way you are giving me to make this complain effective (again)) and no one is helping us at the store that we got this service from.
- Location
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- Location
- wiltshire
- Reviewing
- Virgin Media
- Date
- 2016-09-22
- Comments
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if you have received an email from v m that your monthly payment is going up (£3.49) look at the small print at the bottom you can cancel your contract in the next month with no cancelation charges. this I have done today.
- Location
-
- Location
- Heathrow
- Reviewing
- Virgin Media
- Date
- 2016-09-22
- Comments
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If you are thinking of choosing Virgin for your internet I would read through the reviews below and avoid it at all costs as I am now looking to switch. As I am absolutely appalled by the service I have been receiving from Virgin, no internet since the 19th and looks like I will be without until at least the 26th September. I am on the phone constantly to them and all they do is ask me to go through certain checks and when they don’t work they say we have forwarded on your complaint to one of our engineers and you should be up and running within 24hrs, failing that we have booked an engineer to come out to see you on the 26th (1 week without internet). I phone up again the following day I receive the same message. My family and I are now having to pay extra to our mobile phone providers to get on the internet. I had also arranged to work from home on Wednesday and had to come into work.
- Location
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- Location
- Tipton
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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Have been with Virgin Media with 8 months now and the broadband has stopped working 3 times now, and every time we call they say someone will come after 1 week to look at it which is pointless. I have the 50mbp fibre optic broadband but at the moment it is nothing highest it goes to is 10. I am fed up with the broadband turning off and working slow this is really bad and annoying and Virgin media are not really helping to understand or do something quicker for us.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
- Location
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- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.
They don’t send you written documents or email contacts details to avoid any proof.
Very intelligent fraud company.
- Location
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- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- Comments
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a great service when it works.. Just waiting 6 days .. YES 6 days for an Engineer in the SE of England. 8 Calls to call centre. Call centre music good customer service Poor.. when in doubt put you on hold
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- Comments
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Trying to resolve and issue or simply get to speak to the right person is like playing cluedo! once they eventually pick up the phone you get passed around 4 different departments until you eventually give up
- Location
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- Location
- LIVERPOOL
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- Comments
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200mb in reality = about 4mb, moved to 50mb package which in reality = about 1mb and 300kbps peak times.
If you like your Youtube videos streamed in 120p then Virgin media is for you.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-18
- Comments
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Broadband down for 48h happens about once a week. When broadband works it is slow and patchy. Useless customer service.
STAY AWAY!!
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2016-09-18
- Comments
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Extremely poor customer service. Upon cancelled your virgin media, you will be sent a box to return the kit. I have contacted virgin 5 times regarding this kit, it has been 7 weeks and they still have not sent me one out. If you do not return the kit, they will give you a very large fine. The virgin staff are extremely unhelpful and fairly rude too. Very difficult to contact as they lines are always busy, you should expect to wait an hour to get through. The broadband speed and reliability is actually quite good, shame their customer service is horrendous.
- Location
-
- Location
- Sheffield South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2016-09-18
- Location
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- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2016-09-17
- Comments
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I waited 5 years to get back to Virgin, having had many long years of satisfactory service. I moved into a virgin area 6 months ago and signed up to 200mb broadband and the whole deal. Like many others reporting here, I have had constant issues with the speed, connection lag and the overall TV package. The TIVO box often hangs or records stuff I have not asked it to record, whilst not recording the shows I ask it to record. The on demand has regularly gone down particularly in the first two months of service. It uses a thumbs up or down system to learn what you may like to watch, however my box gives a thumbs down to ones I like and although it was funny at first I spend ages deleting programmes I did not want. The house phone is a white elephant. I did not want it in the first place, no one I know calls me on it, however it is a perfect medium for all the PPI and accident chasing cold callers. I have regularly made my thoughts known to Virgin who on two occasions offered to compensate me, then increased the bills! They clearly know the service is not up to standard, because when I ring in the first thing I hear is someone telling me "we can see that there are service issues in your area, blah blah". This is month 6 and I had enough. They promptly charged me £230 to cancel the remainder of the contract. I tried to tell the company, that I have not received a satisfactory service or any compensation for that, so I felt it was a cheeky asking me to pay that much for cancellation. On a few occasions I could not understand some of the customer service advisors as their spoken English was not good enough to be a call handler. I used to think that Virgin was the best of the providers; unfortunately this last few months has put me off ever using them again. Top tip Richard, it is the customers that give you the means to fly your balloons high in the sky, the Virgin brand is being ruined by this level of service. I also cancelled my virgin gym membership.
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
Moving to another provider as soon as possible. Been with virginmedia for years and until recently been very pleased but not any more.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
Virgin broadband has never been better than OK but since I 'upgraded' to their latest super fast offering (200megs) the service has deteriorated substantially. Customer service try their hardest but are of only limited assistance. The service keeps dropping (every 10 to 15 minutes for a few second) and at other times it is just so slow. Now its completely broken and they don't know why so I have to wait 4 days for an engineer. Absolutely would not recommend this service.
- Location
-
- Location
- north east england
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
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Be careful - we agreed a contract then they charged us £50 more a month! Phoned four times to discuss, each time I've had to wait over 10 minutes to talk to anyone. Told someone would call me back - they never do! Check your bills!
- Location
-
- Location
- Stirling
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-09-15
- Comments
-
I'm on the 50mb/s deal and we have been for a while now. the problem has been persistent for almost a year now where speeds would go down to about 1mb/s and under during peak hours (i.e. around 6-10'ish). I must have called them a couple dozen times only to be told the same thing; that it's a temporary problem. I then went onto their forum to seek answers, someone finally replies and after a few messages back and forth i'm told that there's a peak time fault in our area that causes the speeds to go down that much since the majority of the area are on VM. I ask if it will be fixed or not and they said that they would work on it from now till December where they will review and conclude if the fault still exists, if it does then they will continue working on it. 2 months ahead and the problem is still there; everyday the internet would go to a point where pages take minutes to load deeming the internet unusable for a couple of hours (a blackout if you wish).
Considering they have a large number of customers in our area, who i'm also assuming are experiencing the same problem, it's outrageous that it's taking so long for it to be fixed.
- 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.