4,684 Customer Reviews over 118 pages
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-08-02
- Comments
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Broadband is poor, drops out from time to time intermittently. Several times over 5 years, we had an engineer out to repair the connection, and every time it was the main signal station in our neighbourhood which was apparently, and I quote "A f**king mess to be honest". Nothing was done about that in all the time we've been with Virgin. The connection is not reliable enough to stream movies and TV shows.
But the worst thing was when I phoned up to cancel our Virgin Media TV and just go to Freeview. Somehow the Virgin operative in the call centre I came through to hoodwinked me into spending £8.17 on an 18 month mobile broadband dongle contract. I have broadband at home and 4G on my EE mobile. I have no reason at all to need a dongle but the Virgin employee led me to believe that it was a freebie. I felt angry and humiliated every time I opened the cupboard that the mobile dongle was in, ashamed that I had been tricked into accepting it by Virgin Media. I have never, ever used it. Not once. I was conned.
- Location
-
- Location
- Linlithgow
- Reviewing
- Virgin Media
- Date
- 2016-08-01
- Comments
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Consistently unreliable. Problems occurring frequently, and having to wait 5-7 days for them to be resolved. As a student, and needing internet essentially, I find this unacceptable and haven't been able to do work without Internet. It happens very frequently, and even when the Internet is working, it is still unreliable and dips often, having to keep reconnecting. I wouldn't go with virgin again.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2016-07-31
- Comments
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I was given a free upgrade to the 70Mbps service with much fanfare and the company told me that the new speeds were possible because of their much lauded DOCSIS cabling.
Well, ever since the 'upgrade' (two weeks ago) I have had very intermittent service and the 'Service Status' page of Virgin reveals that Virgin are aware of the problem and are constantly sending engineers to fix it.
Its over a wide area because several of my friends nearby who are also Virgin Media customers are suffering the same poor service.
Virgin are never late to ask for their money though...funny that.
bye bye Virgin Media
- Location
-
- Location
- Shoreditch, London
- Reviewing
- Virgin Media
- Date
- 2016-07-30
- Comments
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For the whole time we had Broadband, it would cut out intermittently for long periods.
Very hard to get hold of customer service representatives.
Obstructive when trying to cancel.
We have now cancelled and moved to BT.
Avoid.
- Location
-
- Location
- South Bucks
- Reviewing
- Virgin Media
- Date
- 2016-07-30
- Comments
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Truly horrendous. Avoid at all costs. We were with Virgin for several years and faced repeated poor broadband speeds with poor technical support. We moved house. Virgin agreed to transfer the broadband with us to the new address on the day of our move. The night before we were due to move Virgin called and said they continue instal broadband at our new address - it would take 8 weeks to get it set up. In essence Virgin shamefully and bare fadedly lied. Customer service is hideous. It's impossible to speak with anyone. You just keep going round in circles according to various automated voice menus. I cannot strongly enough say how poor the service has been.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-07-29
- Comments
-
Signed up in December, paid line rental saver, this wasn't allocated correctly into the account so paid it again in July, they charged an additional £20 as the cost had gone up and without telling me said that the new line rental saver was only available for use from July for 12 months, effectively making me pay for 7 months extra that won't be used as my contract ends in 12 months. Despite making attempts to pay the balance over the phone and there being confusion on the account caused by Virgin Media errors and over an hour on the phone later *Amy* hung up the phone to start the process over again. Landline wasn't installed correctly so left without service for 6 months no offer of compensation. Possibly one of the worst customer service experiences I've had.
- Location
-
- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2016-07-28
- Comments
-
Very poor service, in the last 2 weeks we have had 3 days of no internet and no Virgin TV. I phoned them 2 weeks ago and they agreed to refund 2 days service. When I eventually got hold of them again today they said it was maintenance. They also said that they always write and inform their customers if they are doing maintenance, I have never received anything from them informing me. I asked why I was paying for a service that I am not receiving, they have said they will now refund 3 days usage, but as yet have not refunded any. They also said that a 'manager' would call me within 2 hours today, but this did not happen.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-28
- Comments
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PLEASE DO NOT TAKE OUT A CONTRACT WITH VIRGIN MEDIA. Just take a look at there Facebook page for various reasons by many people as to why they are so awful. The worst customer service experince ever. If you have a complaint you will not be listened too. I will NEVER take out a contract with Virgin Media again on this basis. They are untrained and nobody knows any of the correct information. I'd explain the whole scenario but I don't want to bore you all, just visit there Facebook page and look at there visitor posts (half of which receive rude replied) as a clear indication to not go with virgin media. Pay extra for sky or another intenet company or mobile company, whatever it is, DO NOT GO WITH THEM.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-27
- Comments
-
THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
When the Virgin Media broadband works it is nice and quick, as advertised.
When it stops working, you have to:
a) Try to contact them online through a chat line that I've never actually been able to get onto; or
b) Pay to call them and sit on hold while they check if there's actually a problem, even if you've called and reported it many times before; or
c) Check the fault status on their website and be told there is no fault, even if the fault appears each time you run their diagnostic tool; or
d) Arrange for a technician to visit and fix the problem only to be told the next day that he's not coming without any reasons given; or
e) Sign up for email + SMS notifications on how the fix is progressing and never receive a single update; or
f) Use their complaints process to request improved communication and actual delivery of service and get neither.
I am currently 6 weeks into a service outage and am still completely in the dark about what is wrong with my broadband and when it will be fixed.
All I have been told for certain is that regardless of the losses this outage has caused, Virgin won't pay any compensation because that would 'breach their contract with me'.
Oh and while this is all going on I continue to receive unsolicited marketing letters from Virgin suggesting I get a mobile plan with them as well.
Enough said. Based on my experience I recommend that if you value your sanity stay away from this company!
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2016-07-27
- Comments
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I am paying for Virgin Media's fastest fibre service. It is supposed to provide 12Mbps upload, and 200 Mbps download. It doesn't. The BEST has been 11 up and 75 down. Right now it is 3 up and 11 down. The average is around 8 up and 30 down. Really not good enough.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
-
Terrible customer service and misleading product information.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
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When it is working and you don't need help, it is fine. But you are in for a nasty surprise if something goes wrong. We've been mostly without internet for the last 5 days and seems (if this time they are not lying) it will last at least another 2 days. Every day it is a different excuse and a different time line. We've received text messages saying our service has been restored (but text HELP in case it is not) we needed the HELP message everytime.... Not reliable and not very good at keeping the customer informed of what the real situation is.
- Location
-
- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
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Utter shambes. Virgin updated their systems knowing that this would cause loss of service to a generation of loyal customers who have been with them since the days of NTL. There was no prior warning. As soon as I phoned they explained that I needed a new hub but it is now 10 days later and they continue to fail to send us one. On Friday I called to explain that their system was yet to allocate a tracking number for our hub, only to be fobbed off by being told it would be sent over the weekend. Needless to say it is now Monday and no tracking number has been allocated, despite a promise to deliver by today.In short, this is contemptable customer service.
- Location
-
- Location
- Beckenham, UK
- Reviewing
- Virgin Media
- Date
- 2016-07-24
- Comments
-
Virgin Media Broadband service in Beckenham UK is truly awful and I would highly recommond anyone considering buying a Broadband service from Virgin Media NOT to do it.
Over the last 6 months my Broadband, advertised as 156 Mbps has barely had download speeds in excess of 1 Mbps. It is quite astounding that the neither UK government or pressure from customers appears to motivate Virgin to provide a decent broadband service.
When I have eventually managed to contact a person in the inappropriately called Virgin customer service centre (which is also a mistruth as they do anything other than answer calls), they acknowledge that there is a fault in the Beckenham area, fob people off telling them that there is a congestion issue and that it will be dealt with in 2 weeks - which never comes.
Truly awful service. Best avoided. I am sure if Richard Branson knew he would do something, but I reckon the current rubbish management team in Virgin are not telling him the truth about the crap level of Virgin service
- Location
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- Location
- Battersea
- Reviewing
- Virgin Media
- Date
- 2016-07-24
- Comments
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Never had so many issues with an Internet provider, you would think it's the year 2000 and we lived in a village removed from civilisation.
Never again!
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-22
- Comments
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I recently had my services cut off and made a payment plan I needed the Internet as my husband has to look for work I rang several times to see when it was being switched on again following this payment plan and it was like banging my head against a brick wall I have been with virgin media many many years. The last call I made was to a guy called Ali. He was very very helpful and his customer service skills were excellent he was empathetic , kind cheery and went out of his way to help me within 10 minutes my services were back on I just wanted to say a big thank you to him as I was very impressed with his customer service skills as this is not usually the norm.
- Location
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- Location
- lanark
- Reviewing
- Virgin Media
- Date
- 2016-07-22
- Location
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- Location
- Middlesbrough
- Reviewing
- Virgin Media
- Date
- 2016-07-20
- Comments
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Paying in avrage 75 a month for basic tv 100mb Internet and phone . Internet is rubbish ,and will give me a 60p discount for a loyal customer ,will not give me new customer deals that are half the price ,and get a better service . Checked my speed and is 3.3mb and 5.3 upload . No were near a 100 ?
- Location
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- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2016-07-20
- Comments
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Awful customer service! Downgraded my services in March to save money they locked us into another contract and now they want to charge us £240 to leave even though they can't provide a service to my new house. Disgraceful!!
- Location
-
- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-07-20
- Comments
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Avoid at all costs!
Bad & slow internet and they will change your monthly plan without even asking.
I got charged €80 instead of €37 saying I was on a promotion plan.I called and cancelled, 2 weeks later I call again and check and I find out I have to send an email and I am stuck for another 30 days with them.
I just stopped the direct debit.
AVOID AVOID AVOID
- Location
-
- Location
- North east
- Reviewing
- Virgin Media
- Date
- 2016-07-19
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2016-07-19
- Comments
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I pay a lot of money every month for the privilege of being mid-sold the package I thought I was buying and faults quickly developing on the Internet , obviously not virgins fault! Only for the customer service to fob you off! Wouldn't touch them with a barge pole once I'm out of the contract!! Thiefs!!!
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-07-18
- Comments
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I have just achieved reconnection of broadband with Virgin Media. I then tried to contact them to explain my difficulties(I am selling and buying houses and stress is pretty high). Trying to make contact just failed in a revolving door sequence that I can do without. When we finally move VM chaos will ensue and support will not exist.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-17
- Comments
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Crap completely crap all of it they disconnect my services everyweek for something as daft as 1 pound I have asked you leave and are saying my services have to b connected to cancel
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-15
- Comments
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Appalling customer services, after contacting their broadband technical dept in India, I was initially passed to a premium rate service, no explanation nothing! put on hold and just transferred over, £35.00 to answer and provided a solution for a technical question!!!! The gent was aware I wasn't happy so past me back through to their tech dept, all I heard was "Hello" before ceremonially being disconnected, after two other attempts to resolve my issue, and being put on hold, once again I was passed through to a woman from their customer service dept in India, after explaining what my issue was and how unhappy I was, again, I was just cut off! all this took 1 hour after which, I was put through to Customer retention's, no internet, nothing! and a £3.50 monthly increase, which appears now to be common practice every year, I spoke to what must have been the most unhelpful, rudest staff member I have ever spoken too "So! What do you want me to do about it" that was repeated three times, I said "Fix my issue" to which she transferred me again, and again after the initial "Hello" I was disconnected, unbelievable. they say their internet speed is the fastest, errr I beg to differ it is constantly being throttled, I'm not a big user, I don't download large files, I work away on business a lot, I live on my own so no other person is using it, I just cannot believe how bad it is, the only good thing is the Tivo box, but now you can buy a similar box outright! Why should I stay with such a money grabbing company, my contract it up in January, if they increase it again, by any amount I'm out! without hesitation, the broadband is rubbish. Rant over
- Location
-
- Location
- W
- Reviewing
- Virgin Media
- Date
- 2016-07-15
- Comments
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When the broadband is working is fine however can be cery slow a lot of the times. Considering the amount of money that we pay for it, this should not be happening. Theres been multiple ocassions when the internet would stop working and it would take Virgin up to a week to cone around and look at it - this is the same with area problems. The customer service on the phone was disgraceful, the staff memeber who I spoke to was very rude and unhelpful. Overall I'd say that when it is working it's a good internet but most of the time thats not the case
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-07-14
- Comments
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After twelve months of experiencing the unreliable broadband service, the remote and unhelpful support and the premium price to pay for the stress and irritation I have concluded I am delusional thinking I might get what I pay for. Silly me! The operatives at Virgin Media have delusions of adequacy and have no customer care or integrity. I might as well speak a different language - OMG I do and that just exacerbates the communication problem. I wonder if Branson gets an inferior product and would he accept it ?
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2016-07-14
- Comments
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If you can at all avoid using Virgin do. Buyer beware.
Very friendly & lots of promises & assurances before you join afterwards the opposite.
I joined on basic phone & broadband service. Over time was sold upgrades I was assured I could downgrade at ANY time from.
Having become redundant from
work and disabled have tried to go back to basic package, oh and by the way found I'm being charged more than a NEW customer for the same service!
I phoned to down grade, met with a lovely lady but hard sell who tried to talk me out. In the end to downgrade my phone service she wanted to charge extra for my broadband, to make it even dearer then said I'd have to have a new contract to tie me informed another year as I'm not in contract at present. This is the OPPOSITE of what I was told when I agreed to their request to upgrade.
I'm about to contact OFCOM as I'm sure this isn't legal.
- Location
-
- Location
- Normanton
- Reviewing
- Virgin Media
- Date
- 2016-07-13
- Comments
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Hi, last month one Virgin advisors phoned me and offered faster Broadband and TV for £4 more monthly (£40.09 in total) with NO EXTRA CHARGES. Few days ago I've recived a bill of £70 per month!!! Activations charges etc , so I rang them and say I do not want it and they say it is too late now, they do not care if I am using the TV or not, if I recived (I did not) the new contract with Virgin and if I would like to get it I should speak to Royal Mail. I think this is unfair as I wouldn't mind paying the additional fee but I only feel treated because I asked the guy over the phone if there won't be charges for 100% and he promised there won't... I wanted to cancel my contract with Virgin so there is £240 cancelation fee so now i got to pay £70 and stay with Virgin for another 2 years , what is more, I cannot to listen to our conversation with the actual seller because NO. Simple as, I been told. I am telling you guys, think twice before you will buy from them...
- Location
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- Location
- Wales
- Reviewing
- Virgin Media
- Date
- 2016-07-12
- Comments
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As a customer of 20 years I expected more than being passed to another ISP before they cancelled my email, despite having told me that they would keep my email because I still had a mobile account with them. Customer services hung up on me twice. These people truly do not deserve our money. Please use someone else, anyone else.
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-07-12
- Comments
-
Worst customer services . They mislead me every time I called wish there were someone who knew what they talking about . Ended up cancelling my contract .
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-11
- Comments
-
How on earth can people give this shocking company good reviews. The customer service is shocking.
Poor Internet connection and an incompetent team,
Wait for the back end of my contract and say bye to this lot.
- Location
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- Location
- oval london
- Reviewing
- Virgin Media
- Date
- 2016-07-11
- Comments
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I have the 50mbps package but don't believe i have ever received a speed anything like that. Current speed tests show between 2 and 25. When its at its worst you cannot do alot at 25 you can watch tv online with no problems. The issue i have is that in all communications staff are obviously gagged from spelling out they cannot deliver the speed advertised, technical desk staff, don't speak english and don't or can't answer your questions. After 1 hour on phone today, my speed dropped by 20% after technicians 'best' efforts. Then announced there would be works in my area until the end of August that would prejudice my speed. No apology, no refund. Ultimately they should offer a price that reflects achievable speeds not pie in the sky aspirations. I am looking for another provider when I can find one that may tell the truth. If you know of any please let me know.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-07-11
- Comments
-
This is ridiculous, I have had 10 months of hell so far. I ordered 12 month contract with 12 months discount through Uswitch. Instead I got put on an 18 months contract with 9 months discount. Guy on phone tries to tell me to sign the 18 month contract and send it back anyway?!.
After 10 months numerous calls and numerous people telling me its fixed I'm now on a 12 month contract with 9 months discount (still not 12 month discount). (I also had to argue that my deal even existed even though it was still up on Uswitch at the time and I had the confirmation email.)
Then they put the line rental up on my contracted line rental scheme.
Then they start charging me full price which they then say is sorted with a credit on my account which works for the bill out of my bank account but is putting my virgin account in debt, which I fear is going to effect my credit rating.
One guy told me I would get a call within 48 hours from the complaints department and over a week later I still haven't received it. He also offered repeatedly different discounts and taking it back.
The supervisor(who I only got to after 20+mins of being put on hold and re-explaining the last 10 months to another clueless person even though I asked to get straight through after explaining the endless farce) today told me that there is no complaints department and all problems are resolved by the customer service team and if I have further issue to contact Ofcom by post.
Every customer service person has been inept, clueless, and at times deceitful. I have been put on hold for more time than actually helped and every time they promise its fixed it's now just as broken in a new way.
This has been 10 months of stress and wasting my time and phone minutes sitting on the line to people who don't know what they are doing and now I am left stressed and concerned that you are threatening my credit rating.
0/10 customer service. 0/10 trust. 0/10 confidence. 0/10 would recommend.
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2016-07-09
- Comments
-
Terrible customer service, wouldn't answer simple questions and kept offering new offers when I just wanted to keep the contract I am currently on. Very difficult to understand them over the phone due to the strong accent. Eventually sorted what was meant to be a simple procedure as I am moving house but didn't fully complete the process over the phone. Then sent an email saying I needed to update my details online for ebilling which surely would have been easier to do over the phone. I haven't been able to do this as the instructions aren't clear and the website is extremely confusing at times. Looks like I will have to call back and deal with the poor customer service again. Not happy.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-08
- Comments
-
Do not use this unprofessional, sad excuse for a broadband provider. Consistently awful network speed and faulty hub.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-07-08
- Comments
-
terrible service do not go near them.
good quality and service until march 2016 when broadband slowed right down to about 3 to 10 mbs
every time I complain they put me on a more expensive package to ' boost the speeds' but speeds get worse.
they say too many people on line in my area ! promised to fix it by april then june now sept 2016
at present they have managed to cross my telephone wires with 3 other phone lines so I now cannot get or make calls
they wont come out as an emergency and can only book a time when I can't be in,
terrible, don't sign up they have a huge advertising campaign but cannot deliver the goods
- Location
-
- Location
- DERRY
- Reviewing
- Virgin Media
- Date
- 2016-07-06
- Comments
-
My experience with virgin media has been very up and down. I have the big bang bundle with fibre optic broadband supposed to be suitable for 4-10 devices, in my home the most devices being used at once would be 4 and something is always lagging and it's on and off all the time. Customer service for virgin media is appalling. When you're contacting them about signing up they're perfect and so helpful, when you're a member they are so difficult to get hold of for even the simplest question. If you make a complaint via email they do not reply no matter how many times you try. If you try and chat with the web chat team they are helpful right up until you tell them your problem then they leave you. I lived with my parents and only recently moved out and we never had a problem whilst at my parents, that's why I chose virgin media, but since joining there have been problems and nobody trying to help or resolving it any way. So disappointed!
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
-
I recently became a tenant at a property which already had Virgin Media. As I required access to broadband fairly sharpish, I decided to stick with Virgin and started a 12 month contract for up to 100MB. The thing is, the speed never goes above 45MB. In the first month the broadband was great (albeit slow) but as we have now entered month two, it is very poor. Why am I paying for something I am not receiving? If it's due to the area I am in, a material fact, why not just tell me I won't be getting anything above 45MB speed and therefore to go for the 50MB package... I'd recommend you do your homework before installing Virgin. The all singing, all dancing as per the ads does not exist.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-07-05
- Comments
-
Been without broadband since April 2016. Fault is due to be fixed early September!!! Shocking service!
Oversold connections so network cannot cope. I've been a customer for over 12 years, but will change provider (when I can get online).
- 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.