4,684 Customer Reviews over 118 pages
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2016-08-25
- Comments
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We got one of their broadband deals for our new houseshare, which we bought at the end of July. They gave us a three-week waiting period before installation, which seemed like a while but hey that's just the way it is.
On the installation date, despite receiving a message that they would be there between 9-1, no-one turned up. Today we rang up to find out why. They told us that the fibre optic broadband hadn't actually been installed in our area yet!!! So it would take another 6-8 WEEKS before they do construction work and could even BEGIN to think about installing our internet. In essence, they sold us a product they knew they would not be able to supply and gave a fake installation date they knew could not be kept, and didn't tell us any of this until we rang up and asked why no-one turned up with our internet.
Absolutely awful and should not be allowed to happen. My advice would be to phone them as you are ordering their fibre optic broadband to check whether it's actually possible to get in within the next 6 months, because they won't tell you themselves.
- Location
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- Location
- TWICHENHAM
- Reviewing
- Virgin Media
- Date
- 2016-08-24
- Location
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- Location
- Prenton, Wirral
- Reviewing
- Virgin Media
- Date
- 2016-08-23
- Comments
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We've been having issues with our 200 abs broadband for months. We have just learned that there are issues in our area regarding super fast broadband. Basically the infrastructure isn't in place to support it.
And this isn't just our area, speaking to fiends all over the country, many areas have the same problem. The best Virgin can do is tell us it should be resolved by November. Its now late August.
They didn't even let us know that there were issues and I doubt new customers will be told this either. If your thinking of switching to ultra fast fibre broadband, you'll love the 1.4mbs download speed we get. Bare own mind the national average is 22mbs.
- Location
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- Location
- Manor Park
- Reviewing
- Virgin Media
- Date
- 2016-08-23
- Comments
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Just to update all on customer service of virgin media. They are the worst in giving customer service. They are so rude that it seem they are paying us or they are our Boss. Think of complaining for these staffs of virgin media to the top level.
- Location
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- Location
- Conisbrough
- Reviewing
- Virgin Media
- Date
- 2016-08-22
- Comments
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Fed up of the speed dropping and requiring a modem reset. It drops from 200mb to sometimes under 20mb. Resetting the modem works for a while, how long varies.
Engineers can't seem to fix it but they still like to charge me full whack for it.
- Location
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- Location
- liverpool
- Reviewing
- Virgin Media
- Date
- 2016-08-21
- Comments
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virgin media Broadband is the most unreliable broadband ever.Do not choose virgin for your broadband the speeds are only 10% of what is advertised.Over utilization is the main problem but it does not stop them selling to mugs in these areas.just look at the virgin media community forum and there are hundreds of people complaining about poor speeds.BE WARNED
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-21
- Comments
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The internet was fast but the customer service was crap. We got told the wrong information when we signed up and they charged us an extra £70 at the end for something that they had not told us. VM did not reimburse us which is rather unfair.
- Location
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- Location
- barnsley
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
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Absolutely shocking i have been fobbed of since having it installed, i have had to make numerous calls and nothing changes excuses excuses.....i strongly want to get away from virgin as soon as. i even have call records of all call's, ive even emailed and had no response at all.
- Location
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- Location
- Central London
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
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The most horrible network provider, I am paying 33 a month for the Internet which is down every day. I call at least three time a week and not only they are rude, but not willing to help or explain why the thing is not working. Last month it didn't work for 4 days in a row, I was meant to get a refund of 3 pounds and instead was charged three pounds more than usual. Waste of time, money and nerves. Never again!
- Location
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- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
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A very unhappy customer! Virgin media customer services and manger I spoke to absolutely appalling! Wish I had never switched over to them! My first bill is a total of £110 which I was not aware of. They are charging me £10 for activation and £40 installation fee and 2 months line rental! When speaking to the sales team they never told me about these charges even when I asked how much my first bill would be! I Never received my contract and was told to take it up with Royal Mail! They have done absolutely nothing to help me with this expensive bill and they never even called me back when I first raised the issue so I had to waste half an hour of my time to call them again! Really not happy with them! Won't be staying with them for long!
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-08-19
- Location
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- Location
- Leamington Spa
- Reviewing
- Virgin Media
- Date
- 2016-08-19
- Comments
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The worst Customer Service you wlll ever experiance, they pass you around different departments, ask you the same questions, and then put the phone down.
Then you have to phone them severall times and go through the process again and again.
finally you will get through answer the questions and be able to cancel this awful service forever
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-08-18
- Comments
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Never have I had a worse service in all respects than from virgin media. I am in a contract paying a third more than I was expecting as they had charges hiden in small print. Maybe a bit my fault but very sneaky of them.
The internet is slow and the router only works in the room it's in. I have complained regards this and was told that's the way it is. They sent a extension kit that does not work, it creates new networks so I have a different networks in different parts of the house. Which is boring. Basically once you sign up, they wash their hands of you really. Probably the worst company I have dealt with.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-08-18
- Comments
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VM Broadband is highly UNSUITABLE for people who are relaying on broadband for working remotely. Because it is extremely unreliable broadband. Everyday there was some problem in their network which was continuously rebooting modem. Unavailability of service was usual thing and luckily i decided to go back to my previous provider within cooling off period of 14 days.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-08-17
- Comments
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One of the worst companies I’ve ever had to deal with. TL;DR 3 short notice cancellations and very poor customer service. They use a call centre outside the UK that has people just reading off scripts and lying to keep your custom. No real communication seems to happen between the UK team and the overseas team. If you get 2 cancellations just go somewhere else and don’t hold out for the good deals they throw at you.
We got a new house and decided to go with virgin. Signing up for the medium bundle and we even got £50 off the install. 2 weeks later and 11 hours before the install was due i got a cancellation call. An engineer had been round and determined light construction was required to connect my house to the cable box, which is literally 6 inches away from my garden wall. 2 weeks later i received a call 2 hour before installation telling me a permit had been rejected to carry out the light construction. After talking to customer services i was offered £3 off my monthly bill. I also asked for some guarantees on the permit and was told they always go through on the second request.
2 weeks later i called up to make sure everything was set to go ahead the next day. The customer services confirmed everything was approved and works would be carried out the next day. 1 hour before install i received the cancellation call informing me i wasn't even scheduled to have work that day. The guy was pretty helpful and told me the problem was probably to do with if the pavement outside my house had recently been laid.
I called the cancellation team to cancel. The first guy i spoke to guaranteed construction would start that week, but the actual install wouldn't take place for another 2. "you will definitely see our van outside your house connecting the cable boxes within 3 days". He also told me that he'd reduce my contract down to a 12month one. I decided to keep it in place, as all other providers would also take 2 weeks. I then did some shopping around and went back on the virgin website to compare. They'd just reduced their contracts to 12months and cost down to the same I’d been offered. So basically they'd just offered me the new rate. I called the cancellation team back. A gentleman then said the rate i was going to get was actually £11 off my original rate. So I’d be paying £30 a month for 12 months, which was pretty good. Also he promised to send through my new contract showing all this asap.
3 days went by and there was no van, construction or contract. I signed up with BT who would install 2 days after if the 4th attempt didn't happen. 3 days before the install i could see no visible signs of "light construction" on any of my street or near the cable boxes. I cancelled and will never be using them.
At the end of the day if someone had said "The permit to start works outside your house might take 2months. When it's approved we'll contact you to arrange a date for install" i'd of happily waited. Instead they just lied to me.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-08-16
- Comments
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Over charged me 5 pounds over agreed contract price. Was told can move my contract whenever I move. When I came to move found out that need to start a new 12 months contract every time you move. Complete scam, would not trust virgin media.
- Location
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- Location
- Isleworth
- Reviewing
- Virgin Media
- Date
- 2016-08-15
- Comments
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1st thing: DON T GO WITH VIRGIN! As the majority of big companies, they just want your money, they don t see you as an individual!
I needed to change my broadband from my girlfriend's name to mine and automatically they renewed the contract for 1 more year! And they have so much hassle changing the account holder's name, that they charged 20 pounds extra to do it!
Then I had to move to a different area and they didn t provide service in that area. So, I needed an early disconnection. Their solution? Made me pay the reamaining months till the end of the contract! They don t assume any responsibility or give you any flexibility with a customer who always paid them on time! Plus, my final bill should have been 152 and I get a letter at home of 189! They had previously explained to me, on the phone for 2 hours, that 152 would be the final bill!
Some of the people on the other side of their lines, are people with a very bad accent in english and they speak so fast, you are supposed to understand everything they say!!
I was paying initially 32 pounds and a few months after I was paying 37!!! Only for a fibre 100mgb broadband. No tv, no phone. Thing is, for 3 times, I had to call them to tell them that I wasn t happy with the speed. I was paying for 100mgb and I was getting 10, 20, sometimes 5mgb. I tested the speed online, with "speed test".
Do you think they had the respect of giving me some compensation for all the times I didn t get what I was paying for? NOOOOO! Only when I demanded to get 5 days back of non working properly internet!
There s more, but I think it s enough!
I m now with sky. If the same happens, I m leaving you here a review about them soon...I hope my next review is a positive one!
For the big companies ownders:
If you only think about the money in this lifetime, not caring about PEOPLE, YOU WILL PROBABLY BE VERY POOR IN ANOTHER LIFETIME! It s a shame that you re so blind...
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-08-15
- Comments
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Very slow connection, it is soo poor that my mobile using pay as you go is far faster and never disconnects whilst my broadband disconnects every day and no chance of having internet connection during the evening.
- Location
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- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2016-08-14
- Comments
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Got to reboot the system once a week just like customers services. We you cancel, and you will, they will steal money from you on some cock and bull over the time of the month and other charges. As soon as you cancel STOP your direct debit or they will just keep taking.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2016-08-13
- Comments
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I was con by Virgin. They sold me a service that don't exist. They promise me to offer a cheaper price than SKY but after you commit to the offer you start paying more. They gave My package is now £15 more expensive to what it was with SKY...Will never ever recomend anyone to use Virgin...They just want your money & give you nothing.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-08-12
- Comments
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5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
- Location
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- Location
- Staffs
- Reviewing
- Virgin Media
- Date
- 2016-08-11
- Comments
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Even worse than Sky!
The broadband speed was fine but I decided the leave as BT offered a much better deal (Virgin were not interested in trying to compete).
After cancelling within the correct time period and giving the correct notice the nightmare started.
I recieved another bill the month after the contract ended. So I called and was told thsi was a mistake. Fair enough.
Until the next month I recieved another bill which was doubled because I hadn't paid.
I tried to contact them via the chat system but was met with 'broken' English and being patronised. ( I think this is a ploy so you don't use the chat).
3 Months later I have more charges including a "termination" fee as I hadn't paid.
Everytime I called them I was assured the account would be credited and closed.
Now today I have what they call a final letter before court proceedings.
Which is fine by me, my wife is a lawyer. :)
I would avoid them at all costs.
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-11
- Comments
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Customer service abysmal. After several phone calls, they have still not sorted my billing problems. They try to take money out of my credit card, without authorisation, to pay for the annual line rental when I am only into my 9th month contract. They try to tell me that the bill cannot be amended as I have a direct debit with them. The phone works intermittently, so does the broadband. I cannot get a refund, as I have to ring them, to tell them, when my phone is not working???
- Location
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- 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
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- Location
- coulsdon
- Reviewing
- Virgin Media
- Date
- 2016-08-09
- Comments
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Fed up of on going problems with Virgin Media, keep being told that it runs slow in the evening because of amount of people using it but thats the time I need to use it as my son has skype lessons. the customer service are so rude and most of the time hang up on you and I even tried the main CEO office and even they don't care and hang up on you. Please don't bother going with Virgin Media.
- Location
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- Location
- Loughboroguh
- Reviewing
- Virgin Media
- Date
- 2016-08-09
- Comments
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Virgin media is terrible.
The speeds advertised were never reached, even at 6 o'clock in the morning I got about half of what was advertised, despite being told explicitly over the phone that I would rarely stray from the advertised figure.
The price was raised on my contract after one month into my set contract and not wanting to go through the hassle setting it up again, I simply paid the extra.
Their customer service is abysmal, the technicians have no idea what they are doing and never managed to fix anything. Constantly told the problem was on my end, or that I had the wrong type of router which was all rubbish.
I was explicitly told over the phone that my cancellation fee (I couldnt stand it any longer) would be taken out of the credit on my account.
When the bill came I was charged on top.
In short, the speeds are not as advertised, the customer support is the worst I have ever used, they hiked up the price (by almost 10%) as soon as I bought a package, and they explicitly lied to me several times.
I will simply never use virgin again, and I hope you dont either for your sake.
- Location
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- Location
- Northants
- Reviewing
- Virgin Media
- Date
- 2016-08-08
- Comments
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Virgin are absolute crooks. I terminated my contract, all payments up to date and they then demanded £110 for termination of the landline, plus passing over my phone number. DO NOT TAKE OUT A CONTRACT WITH VIRGIN.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-08-08
- Comments
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I have been with virgin media since 2009, paying for the top premium fastest package, and for the past 2 years their service, the speed, the broadband quality has gone way down. I used to get speeds of nearly 100Mbps and for the past year it has dwindled to less than 10Mbps at busy times. Over this weekend it went down to less than 2Mbps. I have never seen it so bad. Virgin's network is clearly overloaded. They cannot guranatee you anything. It is all a lie. Don't bother paying for something they cannot deliver. They will tell you fibs when you complain. Avoid. Avoid. Avoid.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-08-06
- Comments
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Really horrible customer service charging me for 3 months I have only been with them for 1 month try and sort it out with customer service total nightmare they just cut you off sky#1
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
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Absolutely appalling customer service! When we were moving from our previous property back home with parents who already had a virgin account. We simply wanted to have the two separate accounts be billed to the same house, which the first lady we contacted told us she had arranged for us. A few weeks later, a man rang and asked us where we were moving to because someone else was trying to set up a virgin account in our property, which is when we found out that the first lady didn't actually set up for our account to be moved at all. The man then advised us that we could cancel our parents' virgin account because they were no longer in a contract, and we all agreed that would be a good idea. Once this was agreed by all parties, a representative rang our parents, was very rude and refused to share any information about our account, meaning that we couldn't set up for our account to be moved at all. Finally, we gave up and moved our tv and internet package over separately, keeping the parents' package too, assuming this would be the easiest path, but no. Instead Virgin simply cancelled our account (not our parents') and issued us a £250 bill. Surely what we were asking to do in the first place wasn't that difficult?! Would not recommend this company to anyone.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
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I am writing this as my router has crashed again. It crashes around twice a day and has done for months. My internet speed is around 10mbps (I pay for 100) and I am told that it runs slow during evenings and weekends....so when I need it?!
I have stopped calling after getting sick of calling people in India who could not care less about you, with managers that never call back, staff that hang up on you and it takes a minimum of 4 minutes pressing damn buttons to get through to anyone.
DO NOT USE VIRGIN MEDIA!!!
I have no idea how they are allowed to trade, they are thieves who sell you something that does not work!
- Location
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- Location
- midlands
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
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virgin would be good if it stayed on line long enough to get your work done, it keeps dropping out every few minuets, its a wonder i have not thrown something at the screen before now.
- Location
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- Location
- midlands
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
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virgin would be good if it stayed on line long enough to get your work done, it keeps dropping out every few minuets, its a wonder i have not thrown something at the screen before now.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
-
Worst Internet provider ever! I pay £40 a month for a double hub and it never works on the second floor of the flat, even in the room which is above the hub. It is really frustrating. I am never going to use them as my internet provider again!
- Location
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- Location
- Frome
- Reviewing
- Virgin Media
- Date
- 2016-08-04
- Comments
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Not especially pleased with are broadband can so called get speeds upto 100mb, after doing a test a few times doesn't seem to go any higher than 38mb which is disappointing..
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Comments
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Don't waste your money on Virgin Media. Giving 1* for Customer Service is generous. They don't care about customers, just their profits.
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Comments
-
Very bad customer service.
I am on very high speed internet package, but on the weekend we can't even check the iplayer.
Sometimes birgin media give new offer and when I called them to update my package based on the new price they said that new prices are for new customers.
When i wanted to cancel the service, it took more than one and half hour on the phone, talikng to three different person.
Very regret to be with virgin never recommend it.
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Comments
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A shame 0 stars isn't an option. Our experiences with virgin media have been without fail truly shameful. I remain completely amazed that they appear online to rate well as our personal experience is as far to the opposite as is possible. We ordered internet and on order were told we would have internet in 10 days. Three months later after endless chasing and hassle we gave up. At every point we were informed we'd have internet in a week or two only for virgin to fail to provide. Quite simply the worst customer service experience of my life. If we'd had any other option for a provider we'd have stopped trying far earlier. I work for a software house and can't work from home without good internet. In the end I decided it was less stressful to commute until we could move house than to keep dealing with virgin media.
- Location
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- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2016-08-02
- Comments
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I've had a trouble free experience with Virgin in relation to the reliability of the service. I've had a contract with them for 3 years, and as far as I can remember I've not once had a drop out in the service or speed. My only gripe would be the regularity that they've increased my monthly payments. There doesn't seem to be any reward for customer loyalty, but if it's consistency of service you're looking for, I would certainly recommend.
- 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.