4,684 Customer Reviews over 118 pages
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- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2022-07-09
- Comments
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Been a loyal customer for almost 30 years, last few have kept getting large bills and having to fight to get them reduced. Went from £22 to £83. This year enough is enough so cancelled keep getting calls to say they can reduce it but want to reduce package which is basically one up from free view. The calls quote lots of facts and figures mostly difficult to understand asked them to put it in writing and they say they can’t put try to pressure me into signing a contract. Rubbish service, rubbish at returning calls would never use again. Avoid at all costs.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-06-04
- Comments
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Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-09-12
- Comments
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If you want to spend half your life on the phone to customer services dealing with incorrect additional charges and unacceptably slow refunds choose virgin media for your wifi provider.
- Location
-
- Location
- MORDEN
- Reviewing
- Virgin Media
- Date
- 2020-07-12
- Comments
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Been with VM 15 + years, finally taken decision to move to another provider. VM service has become consistently unreliable, especially over last 12 mths, not getting anywhere near the 100mps i am paying for and consistent drop outs. Since COVID 19 working am loosing packets of audio on video calls making work v fustrating. Moving to Zen fingers crossed for a better experience
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
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Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Comments
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I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
- Location
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- 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
- Coventry
- Reviewing
- Virgin Media
- Date
- 2018-10-14
- Comments
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If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
- Location
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- Location
- Uxbridge UB10 0BN
- Reviewing
- Virgin Media
- Date
- 2022-12-11
- Comments
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I am a virgin media customer for more than 10 years. What ever the speed they promise to you it never happens. Every months you have to restart the router many times (UB10 0BN area). Also Since corona started March 2020 I have to travel therefore i do not have a chance to watch virgin TV (Paying £152) so I called them up on On 15 January 2022 @17:25 spoke to guy called Mohammed agreed a internet and home phone for £55.then October 2022 I check my bank statement they still charging £152, since made lot of call and made lot of complaint they never ever listen to those complaints or never acknowledge I even ask them to listen to my call recordings. Zero response I firmly ask them to refund the difference but instead of that I received hundreds of calls from retention department saying is will give me another 18 month contract pay £60 a month etc.. I waited till end of November 2022 no response etc.. so I called them up and gave notice to terminate my line. Totally waste of time now I am in a process to complaints to ofcomm.
- Location
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- Location
- Wandsworth
- Reviewing
- Virgin Media
- Date
- 2022-10-18
- Comments
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Very bad customer service our broadband and phone service is off since last three days we are without internet and virgine media dont know how to fix it only false promises
- Location
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- Location
- Central London
- Reviewing
- Virgin Media
- Date
- 2019-11-17
- Comments
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I have not had to ever deal with customer service directly, but the have been increasing reliability problems. Its now become common to net to get spotty and slow service in the evenings for an hour or so. And the last 3 days have been terrible. Even in the morning.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2019-03-10
- Comments
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Absolutely aweful randomly reboots itself and has constant lag spikes. Had eningeers out about 5 times in last month or so and each time they’ve just made it worse cannot wait to leave!
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2019-05-20
- Location
-
- Location
- Torbay
- Reviewing
- Virgin Media
- Date
- 2020-11-30
- Comments
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Virgin media used to have excellent customer service once. Now it’s just an unmitigated disaster. Don’t expect any help whatsoever and certainly don’t expect to have your issues sorted to any degree of satisfaction. This is what happens when you sell a perfectly good company to the Yanks. The expression piss up in a brewery comes to mind.
- Location
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- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2020-01-21
- Comments
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Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-21
- Comments
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If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
- Location
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- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2015-04-25
- Comments
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I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
- Location
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- Location
- Kingswinford, Dudley
- Reviewing
- Virgin Media
- Date
- 2019-09-24
- Comments
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When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
- Location
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- Location
- Waltham abbey
- Reviewing
- Virgin Media
- Date
- 2021-05-24
- Comments
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I've been a virgin customer for 8 years. The first 7 years was brilliant fastest speed and very reliable! BUT the last year, especially since February I'm only having internet for maybe 1-2hrs a day if im lucky! The engineers are at my house every single week telling me it's a network issue and going to be fixed on the same day! Obviously nothing happnens. I've had enough! I'm sending everything back to them and never use virgin again! Paying £60 a month for literally nothing. Call center is so bad, can never speak to a manager.
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2009-08-11
- Comments
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Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
- Location
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- Location
- Suffolk
- Reviewing
- Virgin Media
- Date
- 2019-11-14
- Comments
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How useless can one company be, i moved and they couldn't supply service so i requested to send my equipment back it's been over a month and no packaging then i get a email saying i will be charged £135 for none return of equipment, I contacted them and spent over 2hours trying to get them to actually post the packaging so i know where to post it and after the 2+ hours i was told the packaging would be sent in 5-7 days only to get a email today saying they are posting the packaging to the OLD address! I can't even fathom how they could get this wrong! Then on top of how useless their customer service is they think they will charge me for their stupidity. And don't even try calling i waiting over an hour on the phone it's beyond a Joke! Companies should be fined for such incompetence.
- 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
- London
- Reviewing
- Virgin Media
- Date
- 2018-05-12
- Comments
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Not reliable at all. In the last 10 months I call support at least 20 times. What's the point to have fibre if you can use it just sometimes?
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2022-12-21
- Comments
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The worst experience i have ever had with virgin media there a big let down i have been with them for years and never called up first time i called up for help with my router i got missed led information by a member of there staff promiseing me a technician will come out i waited in all day and no one come i have 4 kids screaming they can't play the PlayStation so i called up and i got told there member of staff never logged it it so then i asked to speak with a manager i wanted compensation for the trouble they cause me so the manger said they could give me a dongle with internet to last till my new appointment for the 22/12/22 by this time my router been down since 17/12/22 but i never received the dongle i got promised either so i called up again and i made a compliant and also i got told they can't have the dongle i said i was promise by your mangerment team and she said we only give dongle to new customer so my wi-fi box come back on by its self on the 20/12/22 its come on and off my wi-fi router is faulty but the same day my husband called virgin media explain the wi-fi box has come on by it self and goes of by its self he said i still need you technician to come out on the date i was given and today i woke up to a email from virgin media to take it upon themselves to cancel the appointment i have waited over a week for because they can see my router working but i called up and explained that its comes off and on and i still need someone to come out this is the worst experience i have ever had with the virgin media team.
- Location
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- Location
- West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-08-23
- Comments
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Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
Customer service takes very long to get through.
I would highly not recommend getting virgin installed.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-07-10
- Comments
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Paying a good amount of money for internet but it doesn’t work. Slow, regularly down. Engineers are always working on it and it is never fixed. The worst internet service I have ever used. Appalling. I will never use them again.
- Location
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- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
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absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2015-03-04
- Comments
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Dissapointed with virgin media overall. The internet is extremely unreliable at peak times (evenings and weekends) which make it hard to do much other that load up web-pages at a slow rate. I have to reset the router usually once a day. The speeds are far from promised and ping is very unpredictable making it horrible for gaming. I have had a virgin media technician around lots to "fix the router" which has had no effect the last three times. My parents have BT infinity which has stable ping, download and upload speeds from what i experienced when i stayed over for a week.
- Location
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- Location
- Hucknall
- Reviewing
- Virgin Media
- Date
- 2017-07-24
- Comments
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Multiple cases of packet loss and no connection at all multiple times throughout the day. This has been the case for the past 2 months of usage.
- Location
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- Location
- Barkingside
- Reviewing
- Virgin Media
- Date
- 2019-01-22
- Comments
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Having only been with virgin media for 2 weeks we are very unsatisfied with this well known provider that claims to provide high speed fibre optic broadband. It stops working completely every couple of hours, making work-life difficult and time when we want to relax and watch tv frustrating. We have called customer services for assistance and all they do is tell us how to reboot, not even agreeing to an engineer to have a look. Don’t join this provider.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-11-14
- Comments
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Live in Nottingham. Broadband been off since yesterday spoke to someone after waiting for 40 minutes no explanation why it’s down and no compensation what so ever!! Also this isn’t the first time it’s happened virgin are always having issues and we receive no warning or explanation every time. Sky here we come!!!!
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-09-20
- Comments
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It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this?
I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis.
If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy.
But you do it anyway. Just look at the reviews amassing on Trustpilot.
When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-25
- Comments
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It's the worst service ever my land line never works clearly that's when it's working and every time I complain I don't get nowhere it's like taking to a brick wall and I've been with out a line for the past two weeks and everyday the promise to fix it in the evening they sent a text it'll be fixed by a.m. and changed to p.m. later and it's been going on more than two weeks now and it's so frustrating!!!! Cus all they do is read a bunch of bs.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-01-12
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-04-22
- Comments
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Don't go with them west of time and money
Don't even think about it another provider with be
Better then this stupid people
They booked me and came two hours late
Did not do the job
And now they said it's going to take 6-8 weeks to be done
- Location
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- Location
- New Malden
- Reviewing
- Virgin Media
- Date
- 2018-03-07
- Comments
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The Virgin Media Internet service has recently been woeful to say the least. I make my living via the web. I am fully dependent on the Internet in this respect. You can imagine my frustration when I sit behind the laptop to find the Internet is down. This has been occurring on a daily basis.
- Location
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- Location
- West Bromwich
- Reviewing
- Virgin Media
- Date
- 2014-08-06
- Comments
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So far been with Virgin Media for 24 months for the first 18 months I had TV (Tivo and V+) Broadband and Phone had been perfect. after my contract finished I cannceld the TV pavkage and upgrade my broadband from 100MB to 152MB now it my first time with VM and got to say the best ever. Even helped me but canceling a 3 months bill due to been laid off. THANKS VIRGIN MEDIA AND THANKS RICHARD BRANDSON NEVER BSKYB AGAIN
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-05-19
- Comments
-
Keep clear, a horrible provider. I have been trying to cancel or downgrade my price plan for 3 months. You will simply be disconnected after the agent says they are putting you through to customer retention. I finally got through today, I spoke to two ladies who were extremely helpful despite not remembering my password on the account they asked for other additional security questions which I passed. When they put me through to customer retention the lady refused to help me stating that, if I did not remember my password there was nothing she could do. I told her that I had passed security with 2 of your colleagues. She flat out refused to assist me with my cancellation request. It is the law she said, she furthermore said there not enough other security questions to ask you despite clearing security with 2 of her colleagues. I am really appalled by the attitude of this provider. I have spent 1.5 hours on the phone.
- Location
-
- Location
- Stratford
- Reviewing
- Virgin Media
- Date
- 2018-07-08
- Comments
-
Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
- Location
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- Location
- Leyton
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
-
Virgin media are a scam, they took extra money on my direct debit for 3 consecutive months and all they wanted to do is reimburse me as a credit note. They're customer service team have the poorest customer service who told me that they couldn't do nothing apart from reimburse me until I asked for the manager. long story short, Virgin media have a wasted customer service team who can't help or support you!
- 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.