4,684 Customer Reviews over 118 pages
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- Location
- Maidstone
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
-
Virgin Media are by far the WORST company I have EVER dealt with. Their customer service simply doesn't exist, and if you do actually manage to speak to someone they all have a "couldn't care less" attitude. I cannot put into words how bad this company is, and how Richard Branson allows himself to be associated with them is beyond belief.
Considering they are a "media" company, I suggest you actually try speaking to someone and you will spend forever on the phone and never actually speak to anyone.
They gave me an "account manager" who was in the Philippines and didn't speak much English!
Frankly unbelievable and shocking how they stay in business!
- Location
-
- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
-
Tried to install Virgin superfast broadband in my new home after being pleased with the fast speed in my old home and putting the lengthy delays for installation down to one-off problems that would not be repeated. Total nightmare!
Booked installation on three separate occasions. On each day, you are asked to take a half day off work but nobody turns up and the format of my day was identical:
1. Lots of promises from a helpful sounding phone team all day long that the technician was on his way to my home, held up but would definitely come albeit late. Every time that you phone them, you are made to wait for 10 - 40 minutes (whilst paying for the call if your Virgin phone line is not yet installed).
2. Around 7pm to 8pm each day, the technicians switch off their phones and go home. The helpdesk people then admit that they cannot get through to the installation men any longer and ask you to call back in the morning to rebook another installation day.
3. Call back next day (another long wait to be answered), only to be promised the "first available new installation date" a couple of weeks away.
4. This cycle repeats itself endlessly with no actual installation.
Other issues are:
a) your contract arrives with a higher price than you agreed to. This also occurred on every occasion that I renewed at my old address. You phone up, only to find that your old price has mysteriously disappeared from their system and settle for a new price. A contract for this lower price is promised but NEVER arrives. Result: the only paperwork that you possess is for a much higher price than you ever agreed to.
b) Issue (a) above is irrelevant really because one or two months into your 12-18 month fixed price contract, Virgin will increase your prices anyway. Expect two or three price rises during your 12-18 month "fixed price" contract as this is what I regularly had at my old address. Each time, you have the right to threaten to leave (without penalty) and renegotiate a new contract, but of course this involves the long wait for the helpdesk and hassle that you could do without.
(c) If you find yourself still having no installation after three booked appointments, you switch to another broadband provider and then have to argue with Virgin to get your money back, with more promises of new dates for installation.
Yes, the service is fast and cheap if you ever actually finally get it installed and are willing to fight over the price every 3-4 months, but if you actually want a reliable installation with a company that you can trust, then Virgin Media is not for you.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-04-27
- Comments
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Virgin's High speed broadband service has left me with severely low expectations. Would not recommend any of their services to anyone, not even someone I hate. It is bad!
- Location
-
- Location
- leeds
- Reviewing
- Virgin Media
- Date
- 2016-04-27
- Comments
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Virgin media are absolute rip offs! Got my internet installed on 27.2.16 they said they would send me a bill every month so i could pay it which would be £19 a month, got to mark still no bill was ringing them every week asking were my bill letter was so i could pay got to april and still no bill still kept ringing kept telling me its coming, 27.4.16 finally recieve a bill for £57.90 £20.95 for march's bill £10 charge for my bill been late & £20.95 to settle my bill, my bill is late because ive just recieved my first bill, there absolute jokes wouldnt recoment them to anyone!!
Going round getting people to get virgin media then stinging them will a hefty bill
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2016-04-26
- Comments
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What sort of engineer thinks it is acceptable to install the modem in a bedroom when there is an office which already had Virgin previously installed. Not only that but have left unsightly wires that cannot be bent just laying up the wall. I am furious. Sadly I could not be here so a friend let them in assuming that they would do a good job. I wonder how they would like there installation done in this manner.
I was warned that Virgin was the worst supplier but they had a good offer compared to Sky, who I have to say did a fantastic install. Goes to show you get what you pay for. To lazy to take the cables round the house to a suitable location and just used the old sky install.
- Location
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- Location
- Gloucester
- Reviewing
- Virgin Media
- Date
- 2016-04-24
- Comments
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My internet has been down for 3 days because they broke the line. Whenever I call up they just say that they has found the problem and they are sending an engineer. I assume the engineer is on the moon as you should be able to get there within 24 hours anywhere else.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-04-20
- Location
-
- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2016-04-18
- Comments
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It's the usual once you have signed up full package - highest speed with VIRGIN MEDIA broadband, they eventually become complacent and let you down badly on broadband speeds, especially downloading speed. It's the usual promise when signing up, and the broadband speed slowly but surely decreases. They are the ones who are breaking the contract by falsely claiming such high broadband speed. My answer to this is that one is legally ntitled to end their contract, if they can not fulfil their contract promises.
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2016-04-18
- Comments
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AVOID - Virgin media billed me for 3 months after leaving - 3 months after they'd confirmed I'd switched providers
Virgin media billed me for 3 months after leaving AND they confirmed in an email that I'd "successfully switched provider".
My account was settled in full when I switched yet they chased for 3 months worth of bills and passed it to debt collection agencies.
Hours on the phone with customer services, their billing department and the debt agencies still didn't lead to a correct account statement but then things went quiet.
5 years later they pop up again through another debt collection agency.
Now going through CISAS - awful awful awful awful customer experience -
although staff are pleasant enough they don't have any information in front of them and so aren't empowered to fix the problem - they just apologise and nothing happens.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2016-04-16
- Comments
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Very fast internet, for the 25% time when it actually works. Whenever they replace our router, I swear it only gets worse, our first router was amazing, 100% uptime, very fast, but the buttons were just breaking. we got a replacement, which was so much worse, with a very low uptime, so eventually due to the fact that we were unable to access the web, we called again saying that the router wasn't working, and we got a new one. This one, forced our internet which according to virgin was so much faster than the previous one. meaning that the packet loss had increased by nearly 20x! it is such a bad experience dealing with their customer service, that I would not recommend to anyone. I have just recovered from nearly a week with on/off internet, and my friends are starting to call me "Bipolar Internet".
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-04-15
- Comments
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Although that I am satisfied with their broadband speed, but I am totally upset with their customer service. I started my contract after a recommendation from a friend as they promised to add 50 pound to my account. and after three months, they claimed that there is no prove to do that and refuse to do it. I have talked with customer service for several times and all of them assured that I am eligible for it expect the manager who said that I am not and claimed that I have been given a wrong information. I sent them an email regarding this and they still refuse to do it.
I will never renew my contract with virgin media, or advice any to do.
- Location
-
- Location
- sidcup
- Reviewing
- Virgin Media
- Date
- 2016-04-14
- Comments
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Been waiting for more than 3 weeks to fix the connection cable already had 3 appointments which they didn't show up and they still not apologising all they say is we got another appointment and not coming....
So disappointed
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2016-04-14
- Comments
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Clearly incopmpetent at running their services - every few weeks we end up in 'network faults'
May I ask Virgin Media as to who owns and maintains the networks? As surely they should get sacked by now
- Location
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- Location
- london north wembley
- Reviewing
- Virgin Media
- Date
- 2016-04-14
- Comments
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At around 50 pounds internet speed is slow (especcialy weeekends) and , at times , if more than 3 devices (ex. laptop ,phone , tablet etc) virgin router will disconnect one of the devices.
Overall verry frustating...this doupoly regulated by the state is useless.
- Location
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- Location
- surrey
- Reviewing
- Virgin Media
- Date
- 2016-04-11
- Comments
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Poor customer service my emails were down and i could not get hold of a member of staff. This has happened over 5 times this year and nothing has been done to fix the issue.
When i did get hold of someone they said that my account didnt exist and i was with TalkTalk which i am not! Just a very bad experience all together and regret that i ever got an account with them
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-04-08
- Comments
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Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
- Location
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- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2016-04-04
- Comments
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The broadband is excellent, the customer service is non-exsistent and customer loyalty is laughed at. After 5 years of being a loyal customer and recommend a number of people to their service i have to move home due to circumstances beyond my control. I inform VM of this and that they do not provide in my area and in return they hand me a bill for £200 to leave them. Well thank you VM, i sure as hell wont be coming back.
- Location
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- Location
- portglasgow
- Reviewing
- Virgin Media
- Date
- 2016-04-03
- Comments
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have contacted on numerous occasions as broadband keeps going down cant connect my laptop through wifi or fire stick which is the next room to my router and the keep saying nothing is wrong
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-04-02
- Comments
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Set up direct debit. did no go through their end. Got charged extra and service cancelled within few days because the payment did not go through.
Called Virgin, spoke to the rudest person ever who have the most annoying patronising voice ever.
only 2 months with virgin and already cant stand them.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-04-02
- Comments
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I ordered VM a month in advance of when I wanted it to start, this is because I had a notice period with my existing tv and broadband supplier.
Virgin dispatched the start-up kit 2 days before I was gone connected (which was a day before the Easter Bank Holidays).
Yodel had issues with my parcel and it remained at the sorting office.
I chased virgin media 3 days in a row for an up date and received different messages each time
1. Wait another 24 hours and call back (4days after my connection should have started)
2. We'll chase yodel and call you back tomorrow (5 days after connection should have started)
3. They didn't call me back, I called them and was told it would be with me in 4 days - 10 days later than scheduled
As you imagine I am without Internet and tv (not so big a deal) for some time and when you have children in the 21st century then they depend upon the Internet quite abit.
The customer service received by Virgin has been terrible and I was warned about this by Sky but thought it scare mongering. As it turns out, VM have the worst customer service for new customers I have experienced to date and should be ashamed.
- Location
-
- Location
- liverpool uk
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Location
-
- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Comments
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Very tricky to cancel
They try to renew the contract automatically without your authorisation. When you request cancellation they try to charge you cancellation fee even if you are out of contract, thus after keeping you on the phone for hour trying to convince you not to cancel.
The speed in Dublin is also very mediocre, Netflix has bad quality in its videos and my computer keeps disconnecting every half an hour. UPC was much better I miss it.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Comments
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Avoid please ! In less than two months I had 4 technical problems 3 with the landline and one the broadband. Each time I had to wait few days for an engineer to come and have a look. Also the internet connection is the worst I've ever had ! At least 2 times a day I have to switch on and off the hub . Not recommended ! Another minus the staff is always rude it doesn't matter if I go in the store or I'm on the phone with them the rudeness is over the limit !
- Location
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- Location
- East Midlands
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Comments
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Wifi is awful!! Forever having to switch it off and trying to reconnect! Definitely don't recommend...
- Location
-
- Location
- Hanwell
- Reviewing
- Virgin Media
- Date
- 2016-03-30
- Comments
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Worst customer service and broadband. I would never sign u with them again.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2016-03-29
- Comments
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When it works, it's really slow and it only works about 2% of the time. Complete waste of money.
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-03-28
- Comments
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Is OK when it works just go to there website put in a random postcode and I bet you my car there is problem.
Absolutely shocking customer service, no internet for 3 days £1.19 compensation.
Can,t get rid of because someone cut my BT line out, wonder who that was, I had BT before & I never cut the wire.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-03-25
- Comments
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Absolutely terrible, disgusting customer service, I cancelled in February 2016 after appalling service with Broadband, was told when I was cancelling they would send an Engineer out, too little too late, I complained about broadband on so many occasions and was told I would be refunded because of poor broadband services, but I have never received any refund, I have been a loyal customer for many years, starting with Diamond Cable and then NTL incidentally never had trouble with them, but Virgin Media 'there are no words to describe them' no wonder Mr. Richard Branson is a rich man. i am personally going to write to him but I know the letter will be ignored.
- Location
-
- Location
- Urmston
- Reviewing
- Virgin Media
- Date
- 2016-03-24
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-03-24
- Comments
-
Where to begin. I signed up to get Virgin Media Vivid 100 on the 29th February, three and a half weeks ago, after one of the webchat team said my house was able to get it. The installation day was 11th March, I was asked to be here from 9am, so I took a day off work unpaid. The installation team turned up and said they needed to send their manager round to take a look and they went away. A few hours later a van pulled up outside and the supposed manager got out, expecting him to ring the doorbell or call me, I didn't go out, and next thing I knew the van had gone again and bright green spray paint had been sprayed all down the road with a big arrow pointing at my house. No one contacted me to let me know what was going on, despite a manager coming round. I was in all day and had to call customer service three times and speak to various people before I found out that a note had been left on the account that construction work would need to be done before the installation could take place. I said there and then that I wanted to cancel it but was passed on to a cancellations guy who practically begged me to stay with Virgin Media, reducing the monthly cost, who assured me everything would be done and installed two weeks later. So today, the 24th was booked as installation day, I took another day off work, unpaid, so that I could be here, as requested, to meet the installers. So three and a half weeks have gone by since I was told I could get Virgin Media internet, in those three and a half weeks, 1 installation team and 1 manager have visited the property. 13 days have gone by since I was told construction would be complete and I would have Internet set up by the end of today. I had a text from Virgin at 9am this morning, confirming that an installer was going to visit. The end of the day comes, no one has contacted me or visited, so I call customer service and after speaking again to three different people from three different departments, I find out that a team visited yesterday and decided the construction work couldn't be done. No one bothered to call me, text me or email me to let me know that! I was told some team did try to contact me today but couldn't get through which is completely unbelievable seeing I have been making and receiving calls fine all day, but instead I got a text this morning confirming it was going ahead as planned and was led to believe that all day as no one reattempted to contact me, by email, text or phonecall. I received no contact ALL day from Virgin Media to let me know that or to apologise for the complete goose chase I have been led on, the dire lack of communication in general, and the huge inconvenience of having to take two unpaid days off work. I've lost £140 from my paycheck and waited nearly a month for absolutely nothing. I am then recommended by the website to make a complaint over the phone, and am told after speaking again to multiple people, that I can't make a complaint or receive any compensation because my account has been cancelled! Is this a joke!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-23
- Comments
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I ordered 2 broadband for 2 separate lines.
They took weeks to start dealing with it.
2 weeks after I placed an order they told me that they would have to send an engineer. They would send it 3 weeks later. Total 5 weeks already.
After the engineer another week to get the line active.
The service wasn't what I expected form Virgin.
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2016-03-23
- Comments
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I've had an absolute nightmare of a time with Virgin Media. I only signed up 2 months ago and already they incorrectly sent me a bill for £83. When speaking with the Customer Service team, I asked them 4 times why my bill was £83 and every single time, they told me I had to pay the £83 to clear my balance (which was quite obvious. They didn't understand my question at all, I spoke to 3 different people and all of them said the exact same thing (word for word) until finally one person said it was because I have to pay 2 months in advance, which I wasn't made aware of in the beginning. I then wanted to change my direct debit date to come out the day after my pay day as it currently comes out the day before my pay day, so I paid the £83 and was told once it had updated (within 12 hours) I can change the direct debit date. It still hadn't updated 2 days later so I spoke to another representative who told me I had to pay one month in advance to change the direct debit date. After all of this, I told them I wanted to leave them, they told me I had to pay £280 to leave. Absolutely disgusting.
- Location
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- Location
- Chiltern
- Reviewing
- Virgin Media
- Date
- 2016-03-22
- Comments
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Moved house and took Virgin broadband and phone line - its been two months now and they still haven't been able to resolve the "problem" with my phone line and have now lost internet connection after using it for 2 months - lousy excuse given that the cables are damaged and need repulling - why would the internet cabkes be damaged now???
Customer service is utter shambles - so so disappointed with their service - unlike to work from home now! Very angry and upset!!
- Location
-
- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2016-03-19
- Comments
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So slow its makes dial up look good! Phoned several times to ask VM why it was so slow and they said because too many people were online and the speed you sign up for is the fastest speed you can expect at 5am when nobody else is online! at all other times my whole family managed less than 512kbs!!! less than 1/2 gb... and CS rude never again VM or any virgin product...
- Location
-
- Location
- doncaster
- Reviewing
- Virgin Media
- Date
- 2016-03-18
- Comments
-
paid them for 6 months and been getting 2mb when i should be at 50 or atleast half virgin sucks
- Location
-
- Location
- carlisle
- Reviewing
- Virgin Media
- Date
- 2016-03-18
- Comments
-
new to virgin media I have broadband television and phone with them. I switched from sky wish I never bothered. The television is rubbish I have the top package and what you get for what you pay is poor. I was really looking forward to getting virgin media but sadly I could not recommend it to any one. Stick with sky you have a greater choice with films, sports and box sets. I am stuck in a 18 month contract now, but as soon as it finishes I will be switching back to sky. sorry virgin you need to up your game.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-03-17
- Comments
-
I've had an intermittent service for my entire contract. I've made numerous calls to the tech team and it has not resolved the problem. The connection fails 6 times a day and you have to manually reset the router each time, it won't reconnect by itself. Now my landline has dropped out. I called the tech team and was basically accused of lying about the poor service. They have given me £3.50 in compensation for 9 months of terrible service. I'm going back to TALKtalk who give you a crap, but better service for free
- Location
-
- Location
- Sutton coldfield
- Reviewing
- Virgin Media
- Date
- 2016-03-15
- Comments
-
I am so disappointed! Got the the speediest option available from Virgine and so slow! It's drives me mad , every page loading 20secs! That's nonsense I just don't understand what I am paying twice more, compare to other providers. Just waiting for bloody contract to end.
- Location
-
- Location
- Heston Middlesex
- Reviewing
- Virgin Media
- Date
- 2016-03-15
- Comments
-
As a cable customer for over 14 years it used to be good. Recently Virgin Media Services have gone downhill...a steep hill! More outages, lower reliability whenever they up speeds for internet, no acknowledgement of customer loyalty...can easily end up paying over full price for full package when not receiving full services. And as other reviews indicate complaints fall on deaf ears...all you get is comments why virgin media is better than their competitors. The company has rose tinted glasses if they think they can compete as is, especially as they don't have the same coverage as non cable companies. Am switching to sky next week and hope the switch is smooth. After so long as a cable customer where recently loyalty has been abused they have lost my custom. They don't care as their priorities are to attract new customers. They end up scare mongering when you request disconnecting services rather than addressing the reasons why someone wants to leave them. They are claiming you will get poor service from their competitors...let's hope sky proves them wrong.
- Location
-
- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2016-03-14
- Comments
-
I've been with Telewest/Virgin for almost 14 years and over the past year or so there broadband has deteriorated to the point it's hardly worth switching on. Constant connection drops. The router reboots every 40 seconds or so intermittently. An absolute waste of time. They've over extended themselves and are now absolute garbage. Think carefully before signing on the dotted line, you could end up with the same poor service i have with no get out clause. I'm shopping around today. Finally had enough of this.
- 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.