4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-17
- Comments
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Hi all, Virgin Media is a good provider untill you have an issue.
Internet connection went down 10th of Jan, the first engineer came the 16th, and he left without telling us what he has done or what to do next, internet down, I had to call Customer Service several time to find out that he discovered a fault in a wire outside the house and someone was booked to fix it the 16th of Feb (a month later).
16th of feb: Another engineer appeared ten to one, and he sneaked out ten past one, same story, we had no idea what he did and if he fixed something.
Guess what..not only he didn't fix internet but tv wasn't working either.
Several calls to customer service later, and with several I mean 6 hours later, and after repeating the story too many time to too many people, no one was able not only to help me but not even to let me know if the engineer actually did something.
Long story short, another engineer booked for the 23rd of feb, 1 month and an half without internet... A provider should provide! Waste of money, time and health
- Location
-
- Location
- WN7
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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Paying for 50mps, getting around 2mbs. They changed my router with no effect. Supposed to be increasing to 70mbs next month, might 3mbs if I'm lucky.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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absolutely impossible to use their "tv anywhere" app and laughable customer service. Cannot recommend strongly enough to stay away!!!!
- Location
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- Location
- Shipley
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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if you are planning to go for broadband and live in a rented house please do not go for Virgin media, they don't have services in most of the areas in London and you will end up paying loads to cancel the contract.
customer support for billing is amazingly poor, I was put on hold and then disconnected few times before I could get through to an agent.
worst ISP ever! I wish I could give quarter of star to these guys. ;D
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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The speed and service are fine; but the customer service and systems in place are the worst I have experienced of any company ever. I receive invoices for two different accounts by email; one for someone who lives in a totally different part of the country. My package was changed without me wanting to leading to a surcharge of £30 last month, and without fail I have to call them up at least once or twice a month as my bill is incorrect and is just charging me an extra £10 on what I have signed up to. I assume this is done purposefully on the assumption that people will simply not contest the extra charges as they are always wiped off as being 'an accident'. This company is an absolute joke, I'd rather pay more for slower internet quite frankly so as not to have to deal with them, but unfortunately you are locked in for 18 months if you go with them.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-02-15
- Comments
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Would never ever recommmand virgin broadband, i wonder if its legal to take the payments and do nothing to fix a service. I have to pay for cancelling too. This is not legal at all, if they want me to keep the contract, they have to keep it too, they are lying me since months( im sure its not the advisors fault, it comes probably from a fat stupid manager, whos sitting behind their desk and grabs all my free money. Im very angry and if it wont be fixed until their current promise, the 9th of march, ill get a lawyer... Why should i pay for something i do not get? NO BROADBAND ON WEEKENDS AND EACH EVENING. Fed up with all of you.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-15
- Comments
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There is nothing to like about Virgin Media. Customer service is poor, staff are arrogant, internet service is patchy and the TV set top interface is from the dark ages. I have switched to Sky despite incurring a 5-month penalty.
- Location
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- Location
- Leicestershire
- Reviewing
- Virgin Media
- Date
- 2016-02-13
- Comments
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Moved to virgin from sky on a special 12 month deal, what a mistake! Supper hub is supper rubbish, disconnects all the time, peak time throttling is crippling and the phone service would be poor compared to two tin cans and a bit of string. Oh and 2 weeks after joining the price went up £3 a month. Cant wait till I can ditch this for a proper internet & phone provider.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-02-13
- Comments
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Don't recommend Virgin Media. Every month the bill is wrong- have to call them few times a month and issue still not resolved. they promised me amazing deal to stop me from cancelling, still charging me wrong amount. very disappointed...
- Location
-
- Location
- Milngavie, Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-02-13
- Comments
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Initially I was happy with Virgin Media and my bill was £40 per month. However, in the 18 months that I have had it I have received several letters telling me about the "great news!" of how my bill will be increasing. Several of these increases over the 18 months has left me having to pay £70 per month. Nothing significant has even been added. Just one or two reply obscure channels. I tried phoning to see about changing my package and the lowest they could get my package is £58 per month. That is with me asking to have broadband only! I told the advisor about the packages other companies are offering and he said "I'm not going to waste my time trying to match those."
- Location
-
- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2016-02-12
- Comments
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I'm currently having to write this review using my 3G because I've spent the last HOUR trying to get my phone to connect to the wifi. It disconnects every time I lock my phone, it takes about five minutes to reconnect and it asks me to put in the password three times before it actually tried to connect. And even when I have full wifi it's excruciatingly slow, and when I called them to ask them why it was being so awful they said to just turn it off and run it back on again and if not they can offer me a "better" deal, which is the deal my brother has and it's worse than mine. It's impossible to deal with and it's stressing me out beyond belief. Do not get virgin media wifi it will honestly make your stress levels 100% worse.
- Location
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- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-02-12
- Comments
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Broadband keeps cutting out.Customer service is absolutely horrendous. Sign you up for contracts without your knowledge. Currently being served a lot of penalties by Consumer Rights associations for illegal contracts. Even a simple cancellation of contract involves filling out complaints form online, to get emails and then call customer service to be put forward to loyalty team and then cancellation team which ultimately tells you to write to cancel@virginmedia.ie. Acquiring the email address cancel@virginmedia.ie involves all the aforementioned departments, incredibly long wait times and to top it they hang up on you as well ask to call back due to technical difficulties. Best to email them instead of talk as conflicting info given every time. I switched to email for that reason but that didn't work either. Had written confirmation that they would review a call but they simply said they will not.
- Location
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- Location
- Maidstone
- Reviewing
- Virgin Media
- Date
- 2016-02-12
- Comments
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A few reason why I do not advise anyone to get VM broadband and phone:
1.- Expensive international call package in comparison to BT. The charges are:
- one-off call connection
- 10 p per minute of the call
- one-off month charge to set up the service
2.- Instead of contacting the Customer (myself) to let me know there was an issue with the direct debit set up, they automatically charged £5 a month under the banner of 'Bills and handling fees'
Not sure what bill or handling fees when everything is online
3.- Some questions during my online chat were not being answered but unsure of the reason (short memory/reading span or not enough decision 'power' given to the agent)
4.- Broadband service slow and freezes.
5.- Wi-Fi service has failed a few times
All in all, my original high expectations on Virgin have not been met. My expectations came from the good publicity of the firm, it has really tough me to look at the review pages like this one! Thanks for reading and I hope you have better luck.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-02-11
- Comments
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I'm with Virgin since June 2014. It was all right speed...ish. Most of the time I had to reset the router. I had a 1 year contract.I just forgot that I was At the end of my contract in June 2015, so they just add up another 18 months contract!!! Without any notice!! Good one Virgin.
Today I called them cos my internet sucks, I have better internet on my Giffgaff sim card... They I'm in broadband traffic management... They explained to me... They said I upload a lot, witch I don't... But as soon as I upload some photos on Gdrive, my internet goes down! They say they reduce the speed of the upload only... But I can't even watch a short video on Youtube???? Why I have to reset it daily to use it just to navigate on internet?? I can't take Skype video calls cos the internet goes down... Don't buy VIRGIN BROADBAND!!!
- Location
-
- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2016-02-10
- Comments
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Joined virgin never got the service that I wanted sent out technicians twice neither one could sort out the problems. Phoned virgin and told them we would be leaving we left at the end of the month plus they tried to over charge us when we left they are still trying to bill us for the last two months that we have not bee. Connected to them I have complained to offcom I wouldn't advise anyone to go to virgin stay clear off them
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-02-09
- Comments
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By far the worst internet I've ever had. Very intermittent, cuts out about every 20 minutes making a lot of online tasks impossible. The speed in the last few weeks has averaged around 1Mbps, sometimes being as low as 0.2Mbps. Cannot believe I'm paying this much money for a service which I can barely even use. Would never recommend virgin media to anyone. Customer services do nothing about it, and the short and thin of it is that they can't as its down to the fact they've massively oversubscribed this area. But you'd hope that they'd somehow invest some money into sorting this out, but from all the work I've done, no one seems to care quite frankly. Will never be using them again.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-07
- Comments
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Cuts in and out the whole time. They change your bill without telling you.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-02-07
- Comments
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Had nonstop issues with virgin promise this promise that. Endless phonecalls of frustration and no outcome. Ive canceld in the end and now my internets gone down from 60/100mb to 3mb in the 30day notice
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-02-07
- Comments
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When it works, it works well. But for 75% of the time, it is useless! Paying £41 a month and the internet breaks every single day, without fail. The ping is never stable, making any sort of gaming impossible (ranges from 20-140). Currently got 60 ping and 4 mbps download. Should be 75mbps...
On average 3 times a week the router has to be reset, sometimes twice a day. Constant disconnections. So unreliable. 1 star is too much. If you get any work that has to be done now and for tomorrow, the router will fail you.
DO NOT GET Virgin media's Broadband. Causes too much stress for the little while it does work.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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I am a student in Nottingham, I signed up for Virgin Media because they were not charging for line rental, which sounded fantastic. I know know that this was a ploy to lure new customers into what is by far the worst internet provider I have ever seen. I'll start with the speed, I live in a house with 6 bedrooms so I went for the 100mb package because I thought it was more than sufficient to handle the trafic of 6 students streaming videos and playing video games. I can assure you I haven't seen 1/3 of the speed I signed up for, not even in off peak times, which is absolutely ridiculous when you make people pay a lot of money for a speed I will only get in my dreams. Now the reliability, this is by far the worst and more irritating part of the virgin media broadband experience, which has been voted the uSwitch best broadband provider in 2016, ironic, the reliability it's so bad, I am considering not playing Xbox online because it's very difficult to actually complete a game without the internet going down. This is so painful, I deeply regret not looking online for internet reviews, because I am not the only one to which this happens, and it's atrocious that you charge people for a product that don't work, a company that is the image of innovation, if you want a reliable internet provider, be smart, and go BT infinity, I know a friend who has no problems with it, but for now, I'll just have to ride this stupid contract out until the end and then switch.
- Location
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- Location
- Manchester / Wythenshawe
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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OKay so where to begin? Virgin Media Have Been A Poor Service Provider fort as long as i can remember now and im only 18. It got to the sage about 2 years ago that my internet was going limited every 20 seconds and would only stay on for about a minute. So i complained and then the came and removed my old little blue modem to fit the "SUPERHUB" 2. Now at first it was fine. BTW i run it it modem mode with a 300mbps tp link wireless router and a 300mbps tp link booster. so it was fine for a while no again in 2016 its started hapeneing agian. all i can say is that it it NO superhub all it is, is a router and modem in one. im writing this on the 6.2.16 @ 15:10pm and ive had to rest it and fiddle with it 19 times today. im 18 and im a tech geek ,god, master whatever, but all i can say is that virgins service is appalling. My mother has already complaind this year and their excuse was that they are messing around due to the high demand usage of the area. Which is utter BS. im so close to phoning to complain as im sick of this. As a Youtube content creator and im in college im always in need of a reliable service and virgin just deliver no where near what they say they do.
- Location
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- Location
- Milngavie
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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Over the years I've had hours and days of very slow service when in G11. When moving house they charged a fee for less than 30 day notice - just a boardroom way to sqzeeze more money out of customers imho - and customer service is poor - probably not having English as a first language is going to be a hindrance - but I need clear concise answers to questions, I just glaze over and have to say - I didn't understand can you summrise that in a short sentence plase.
- Location
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- Location
- Derbyshire
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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Don't even bother going with this provider. After almost 10 years of being with them the 1st time I use customer service will be the last. All I can say is disgusting. Shame there is no loyalty anymore. Companies like this deserve to go under. And stay there. CUSTOMER SERVICE IS NON EXISTANT.
I will be cancelling all subscriptions with Virgin shortly.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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constantly drops from paid for 60mbs to between 1 and 5mbs during evening until after midnight.
Sold too many on false speed promises and network is effectively choked.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
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Totally rubbish! Would not recommend to anyone!
Myself and my husband both lost our stay at home work from home jobs because they kept cutting our services. After ringing and explaining the situation they still cut the services!
Very very very poor customer services!
- Location
-
- Location
- Bonhill
- Reviewing
- Virgin Media
- Date
- 2016-02-05
- Comments
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Be careful when you are at a adviser stall asking you to join as I done this recently and got my instualtion date and paid my deposit and I phoned up virgin today to see when it was getting put on as I took the day of work to wait in for it which means I lost £40 in wages and I now have disappointed brothers who have waited in all day on it and I lost my diposit as I can't provide the name of the advisor so i strongly recommend yous not to go for Virgin as you may stung like me so disappointed in Virginia thought they were a good company but they are not
- Location
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- Location
- Leigh
- Reviewing
- Virgin Media
- Date
- 2016-02-04
- Comments
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Been with them for years got 100mb not even been that seens got it been a pain in the back tryed2day not even got over 10mb or 5mb ill be ending it 2moz after i ring them up to find out why the hell i got less than 5mb the is me being charm
- Location
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- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-02-04
- Comments
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I tried to give no stars but wasn't possible. Customer service obstructive not designed to be helpful or efficient. Staff do their jobs and try to be nice but are robotic and are obviously barred from deviating from a strict "virgin" format or using any initiative. Impossible to gain satisfaction left upset and frustrated.
- Location
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- Location
- Kingston Upon Thames
- Reviewing
- Virgin Media
- Date
- 2016-02-03
- Comments
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My opinion is that virgin media should just shut down as a business. Their broadband is absolutely atrocious. Completely unreliable. If its not loading at super super slow speed it just not load at all. When on skype video-call it goes literally frame-by-frame. When just normal voice-call. I’D HAVE BETTER LUCK IN THE MIDDLE OF A COMBAT ZONE! CANNOT UNDERSTAND A THING! I work from home, I am a stock trader who makes thousands of pounds through the access via the internet. Imagine how much money I’m losing every time my service is cut of. Customer service are just complete imbeciles. Explaining to me that the reason why it's very slow is because virgin are updating the broadband speed in my area from 50Mbps to 100Mbps completely free of charge. Well its been approximately nearly 4 months and when I check online for my speed its still the old 50Mbps. Also bribing me with a free month bill to withdraw my complaint. So in fact they lied in order to get out of trouble by providing FALSE INFORMATION. They are breaching the condition of my contract by not providing the service. And I guarantee everyone, if an individual were not to pay their bills Virgin would have been threatening them with Debt Collection Agencies. Yet they take the liberty to treat their customers as if they don't care. THIS IS FRAUD!!! And I plan on taking them to tribunal if that is what is takes to get their attention. And believe me I intend to go this far, then leave them and get a new provider so they don’t manipulate people like this. If your thinking of signing up to virgin media! DON’T BOTHER! If you are currently within your contract period! GET OUT WHEN YOU CAN! If you are out of contract but still with Virgin. CHANGE PROVIDER WHEN YOU CAN BEFORE THEY START BLABBING A BUNCH OF BOLONEY TO KEEP YOU IN!
- Location
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- Location
- Nelson
- Reviewing
- Virgin Media
- Date
- 2016-02-03
- Comments
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Supposed to have installation between 1pm and 6pm today. Came home to be present as they asked for someone over 18 to be here. As time went on tried to contact them. Eventually got through the annoying automated service to speak to a customer service person. What a waste of time. Told me a string of excuses from the installer might have been ill to he may have gone home. Said i might still get a visit but really had no idea. Now gone 7pm so beyond the window of time they give and not even a courtesy of a call. No idea what's happening. Unfortunately I cancelled my sky broadband to get higher speed. Fortunately I didn't move the TV package at the same time and no chance of that happening. I will settle for the existing speed with sky rather than deal with this incompetent organization. Will now ring sky apologies for moving and see if they can help me out.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-02-03
- Comments
-
Don't get the money back if u refer a friend - customer service don't care- finally left after nearly 20 years - bills wrong too always increasing
- Location
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- Location
- Islington London
- Reviewing
- Virgin Media
- Date
- 2016-02-02
- Comments
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I truly regret joining this company and handing over any money. I have experienced nothing but trouble and terrible and patronising customer services. When I first joined, they put up my bill after the first few months, with no explanation. I have lost broadband connection several times with no information available. The last straw was in January when I lost connection for up to five days (i work from home, so this was a big problem for me). Everytime I called the date was extended for the broadband and tv to be working again. I was told I would receive compensation...which worked out at around £6 off my bill (after spending around £40 having to travel into work). I was told that was all they could offer!!! I complained to the head office, and recieved no acknowledgement or apology. I then phoned in, and was told they will get back to me....the only time they got back to me was to tell me that my bill was going up AGAIN!!!. I decided to just leave the company and was told that I have to pay up to 30 days after, even if I am not using their services. This has been truly appalling service, that actually just leaves you frustrated. I highly recommend to go with another provider. They can offer you good deals at first but find ways to get more money out of their customers. They offer no good deals or even any good customer services once you are fully into the contract. I have even had friends and family say they are leaving the company asap. Worst company to join.
- Location
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- Location
- Blackheath
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- Comments
-
I have been a Virgin customer for a long time and am fed up reading advertisements from Virgin telling me how fast my broadband is when it patently is not. The service offered by Virgin in SE3 is both unreliable and slow and all my conversations with Virgin end at the same place - they give me all kinds of flannel as to what it could be before they finally admit that the service in this area is overloaded and advise that I should try to change my broadband channel at busy times (it's like being a CB radio ham in the 1980's, good buddies!). I presently, and allegedly, have "up to 50mb of super fast broadband" - or if you ask them enough questions Virgin confirms that the 50mb is the maximum, they actually guarantee no minimum speed (if you are using a wifi connection).
It amazes me how broadband, a service that is essentially a utility now, can be so patently mis-sold, if a gas or electricity supplier provided a service as unreliable as Virgin they would go out of business.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- Comments
-
Since joining Virgin Media for broadband I have experienced poor service. Took deal in Nov 2015 to have price increase a month later! Wouldn't mind if service was reliable and within agreed speeds! Look to get 5mbps most days during peak times (what ever that means). Virgin not bothered at all usual rubbish about over utilisation on my area, would be interested to find out just how much of virgins network is over utilised and how they get away with advertising speeds upto 200mbps when they can not consistently provide a stable speed of near 5mbps. Customer service, what customer service, they have no standards and follow no set procedures. Steer clear of this train reck of a company or you will regret it.
- Location
-
- Location
- Hatfield
- Reviewing
- Virgin Media
- Date
- 2016-01-29
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-01-29
- Comments
-
Having placed an order for 100Mbswith Virgin Media in November 2015, two attempts were made to install the service. But, on both occasions, the cable in the road had not been puti in! It seems Virgin's internal communications are non existent! As for customer service? No one has ever called me to apologise, and I am always required to call them!
- Location
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- Location
- leeds 11
- Reviewing
- Virgin Media
- Date
- 2016-01-29
- Comments
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Very very disappointed. We had sales person visit our property on 15th January, to be installed today 29th January. Booked day off work. Received email 1 week ago with 7 day countdown until installation. Appointment was from 8-1pm, I rang the sales agent at 11pm who informed me they would be ontime, but can run upto 20 minutes late but that is unusual. I waited until 1pm then rang, spoke to agent who informed me that it was recognised on 23rd January that due to cable issue it would be another 4-6 weeks. We had no notification whatsoever. Extremely annoyed and very disappointed, due to lack of communication it was not a good start therefore cancelled the lot.
- Location
-
- Location
- liverpool
- Reviewing
- Virgin Media
- Date
- 2016-01-28
- Comments
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I recently joined virgin media and regret doing it orded it on line said everything was good and gave me a delivery date for my box that day came an no box so I rang up and they said they have my details but said I haven't pick a package I did I wanted the 200 mbps then they said to get it I have to pay £25.00 that was it so payed that then box came faulty had to wait a week for them to come out with a new one got online signed in to there site only to notice I only have the 50 mbps and that my bill was £50.25 they charged me £20.00 delivery fee for the box which was ment to be free so I rang back up and the customer service was bad when they don't know what to do they put the phone done 4 time its happened so rand back asked to speak to a manager and got it put down again I wouldn't 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.