4,625 Customer Reviews over 116 pages
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-11-27
- Comments
-
The Downfall of Virgin's Reputation
Using Virgin Broadband for my properties has been an absolute train wreck:
Customer Service: Endlessly Horrendous - Every call is a descent into madness with endless waits and abysmal support. It's a vortex of despair.
Phone Support: Excruciatingly Incompetent - They're not just unhelpful; they're a liability. Complete ignorance and utter disregard for customer issues.
Installation: A Complete Joke - They've never met an installation date. It's a chaotic mess of broken promises and sheer incompetence.
Service Quality: A Total Failure - The service is not just bad; it's catastrophically terrible. Constant outages, snail-like speeds—it's a disaster.
Virgin Broadband is not just the worst in the market; it's a stain on the Virgin legacy. Their business practices are laughable, and their service is a joke. It's obvious they're headed towards inevitable bankruptcy. Everyone knows Virgin Broadband is the bottom of the barrel in internet services. Avoid it like the plague.
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-11-24
- Comments
-
I have been with Virgin Media for 12 years and had quite a few issues with them to be honest, but this one takes the biscuit.
I moved house last November and called them to say I was moving and want to transfer my contract over to my new house, however little did I know they did not carry it over but actually restarted my contract completly making the contract date end 6 months later, however they did carry over my Promotions, meaning now my promitions have ended but my contract still has 6 months left, putting my contract up from £29pm to £57pm, I contacted them several times and made a complaint, the customer service were all rude and unhelpful and in the end claimed no fault and refused to rectify the situation, leaving me paying a contract I cannot afford, I am disgusted with Virgin and when my contract renews now in May I will cancel and move to BT, never to return and make everyone aware of there antics, BEWARE!!!!, do not use Virgin Media they are scammers and cheats.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2023-11-22
- Comments
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Really poor customer service. No Internet in certain rooms despite it being fine to behin with. Tried contacting to get an engineer out to fix it. They didn't turn up. I rang and complained. They told me someone would call me to rearrange. Still waiting for a phone call
- Location
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- Location
- Grays
- Reviewing
- Virgin Media
- Date
- 2023-11-21
- Comments
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It's been four hours of connection for just one PC and a mobile, here is no option to upload a real time video that could save other to be cheated from big promises.
Please do your OWN researches to go for a contract with VM
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-11-19
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2023-11-17
- Comments
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Broadband speeds are consistently lower than advertised and drops out multiple times a day. The temperamental connection makes working from home incredibly annoying.
- Location
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- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2023-11-16
- Comments
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The WORST.
Do not use this company, honestly, it’s a plea from the heart. They are simply, horrendously, irretrievably awesome. I am saying this as someone who has been with them for 20+ years now - Telewest before it was even Virgin Media!
Customer Service is non-existent. Call the call centre and wait 2-3 hours, try on line chat and never get a response or wait 3-4 hours at best.
Broadband in recent years has absolutely fallen through the floor, for the last 8 months I get dial-up speeds and a TV that is so poorly linked to the internet that you can’t watch Disney, Amazon, Netflix etc. This is despite my house being about 10 meters away from the main ‘box’
Advertised and bought a package that should give 1TB and I get 1MB. No one will help and nobody there could give less of a monkeys. Both my wife and I ‘work’ from home - i put this in inverted commas because we can’t damn well work! Teams calls? No chance!
Open a web page? Better make a cup of tea while you wait? Download a file? Pop to the shops and do the weekly grocery run.
I say it again, DO NOT JOIN. If like me you are already cursed to be with them, get the hairy heck out of there as quick as you can and join someone who actually cares. If I could give them 0 stars I would.
- Location
-
- Location
- Hertfordshire, UK
- Reviewing
- Virgin Media
- Date
- 2023-11-13
- Comments
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I’ve been with Virgin Media for around 6 weeks.
I’ve had nothing but problems and had to phone customer service 6 times!
Their customer service is absolutely awful. They’re based in the Philippines and don’t let you speak, constantly talk over you and can be very rude!
They try and sell you packages but don’t explain in detail what they include.
I recently upgraded my package to M350 volt broadband, landline and 360 box.
But none of these services have worked for 7 days, as they cancelled the package!!
Waited 3 days for them to call me back, and I heard nothing.
I had to call them today and waited 45 minutes to get through.
I now have to wait an additional 8 days for an engineer to come out!
Dreadful!!
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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I am absolutely fuming and appalled, at the way your overseas staff spoke to, and treated my daughter.
Who for your information is disabled.
She also has verbal palsy, so her speech is affected .
It was only a few Months ago, that I suffered a heart attack, and had issues with your overseas staff treating me as if I were an inconvenience.
My complaint is that, my daughter tried phoning your company, and after an hour plus of being on hold to the same track of music, finally spoke with someone who refused point blank to help her.
I am an emergency service worker, and I find this manner verging on contemptuous and unacceptable discrimination!
My daughter had been a whole day without Television or internet.
But your overseas staff did not care, and we're NOT, willing to assist
As with a few weeks back when, apparently there was a local virgin media network blackout, she was treated in the same way.
After hearing my daughter explain how she had been treated, I called a second time.
I had been over 51 mins on the phone with same music blaring, and no answer, and then for someone to cut the call.
Earlier on with my first call, I was told, the issue will not be fixed until Wednesday, and being told there may be a fee to pay!
What time of service are you providing these days?
Not only have I served HM forces, I worked tirelessly through the corona virus, putting my life on the line, only to be treated with contempt by virgin media.
I will be taking this matter up with Ofcom , trading standards, BBC Ones Watchdog, and Panorama.
I await your pre rehearsed response.
Should someone have the integrity to call me and explain why your staff treat disabled customers in such a disgusting manner call me.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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Customer service lies, they do not have contractors who will set up the line on time. The contract was signed in July, but no one has installed the cable yet. They wanted to charge me twice the monthly fee for a service they do not provide. The complete lack of control in the company and the incompetence of the management prove the problems they have. I think you are not fit to peel potatoes and you want to sell the Internet. They lied to my children who were waiting for the Internet Update 5.11.2023 Internet still not connected, they sent me bill 87£ with extra charge for unpaid bills. Claim with citizen advice office already done.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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Virgin Media's service experience has been deeply unsatisfactory. Despite their promises, the quality of service provided is subpar, making it a challenge for customers to receive the value they expect. Furthermore, their cancellation process is frustratingly opaque. When attempting to cancel the service three months ago, assurances were given that the cancellation would be processed. However, this conversation was misleadingly marked as 'dropped,' leading to continued billing for a service that was neither used nor desired. This miscommunication has resulted in an unexpected and unwarranted demand for an additional month's notice, adding to the overall dissatisfaction with Virgin Media's service.
The company's practices raise serious concerns about their commitment to customer satisfaction and transparency. Not only does the difficulty in cancelling services create a barrier for customers wishing to discontinue, but the misclassification of a cancellation request as a 'dropped' call feels deceptive. This experience reflects a broader issue with the company's approach to customer relations, where the emphasis seems to be more on retaining revenue than genuinely addressing customer needs. The requirement of an additional month's notice, despite no usage of their services in the past three months, further illustrates a disregard for fair and reasonable customer service practices.
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2023-11-11
- Comments
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I would like to compliment Memit in the te nick’s division for his excellent performance and service today.
He was extremely helpful and helpful as well as being polite and exceedingly my expectations.
This gentleman it an asset to virgin snd I hope that he is praised and it given a copy of my review.,
He went out of his way to accommodate me and he put a smile on my face:. He was extremely professional and explained everything in detail for me.
Thank you Memit for your confidence and reliability. I appreciate all you did for me today.
You have a very professional approach to life and make one smile when they are feeling down.
The Hank you once again and keep up the wonderful work you are doing.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-11-10
- Comments
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I have requested the internet connection on 26th of Sep , virgin media kept changing the installation date and today is 10th of November and I'm still waiting for the internet connection, despite many calls and promises that the service will be supplied long way before 10th of Nov , through out many calls I felt the lack of transparency and credibility with their customer service , a very low level service and it quite obvious is not governed by a mature process or clear message that they can't serve my area at this point of time and their technical problems might take a very long time to be resolved.
Watch out of this supplier , because it turns out that their infrastructure is not ready in my area , they locked me for more than 40 days where they are not technically ready to get us connected, if this is the way virgin media locking their customer , I believe they have to be investigated by the local telecomm ofcom authority.
I don't have an active line that has never been supplied yet so I have requested to cancel the service and they asked my to bear the cost of sending back their equipment back.
If they have been honest and transparent , I could have the internet a month ago from other suppliers. And if they have an atom of professionalism they should not ask me to bear the cost of sending their equipment back where I never had the service up.
- Location
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- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2023-11-01
- Comments
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For a communication company Virgin…
For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn’t even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error “page not found”, computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don’t understand the words “i want to cancel” and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If Broadband.co.uk had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
Date of experience: 23 October 2023
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-10-28
- Comments
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To explain in more detail We have been with Virgin for 10 years, every 2 years we have signed a new contract and every year its gone up quite a bit. We stayed with them because they had the fastest broadband but this year they dont! We dont use the landline so we can get rid of that, we dont really watch anything we cant get on freeview except tnt sports which we can get for £15 a month.
We would of stayed but we had a dispute where sometime in the last year we found out that they would be putting the price up but if people wanted to leave they could, this was music to our ears! I rang up to find out if this would apply to us and I was told in no uncertain terms that it wouldnt, ****!
Fast forward about 5 months and the remote breaks, we order a new one and they send us a package with nothing in it (they did the same to us only a few weeks ago and we hadnt even ordered a new remote?!). I login to find out the account number as I needed to speak to them about this only to find out they had been charging us more money for the past few months, I was livid!
I ring up, I tell them I was told that we wouldnt be part of that and the lady on the phone lied to me about being able to listen to the call from that previous call, she basically told me anything I wanted to hear. We did end up getting this resolved but that isnt the point, I am someone who will hunt situations like this down to their conclusion but how many people wont/dont even know they are being over charged? They must make millions from basically stealing from people and its wrong!
So our contract is up in a few days, I rang up so I was going to give them 30 days notice just so I didnt get pro rata charges and guess what, they still tried it, I told them that I was giving them notice to cancel and wanted that to be set in place exactly 30 days from what when contract finishes, guess what they did, they cancelled it from that day forward so I had to pay an extra little but of money!
So they said the best deal they could give me was like £60, this didnt make sense since I had been with them for 10 years and I could get all I needed for £40 a month (although I needed to buy a freeview box or a new tv). I cancel the contract then days later I get a call offering me my package for £40 a month, I tell them I am not interested! Funny how they can just knock off £20 out of nowhere and couldnt be good to such a loyal customer! I was considering going with it but then they tell me (after probing) that they now had a term in place that they can up the price when they like and I would not be able to cancel, no way am I going for that I say!
So no fast forward some more days and I get an email, this offer is £44 for my package I alrteady gave but its now a "bigger bundle". They say that its for 18 months and even though they will put the price up it will only be inline with inlfaiton 3.9% and after 18 months when it goes up to £80+ we can cancel. We still dont go for it!
However as time goes on its becoming harder and harder to find a tv or freeview box that works like we want and because my mother is ill and has limited movement we need a remote she can use easily and a system she can use easily. So we decide to go with the deal.
I sign up online, great I think. Then I get a confirmation email saying the deal is now £40, thats strange, that isnt what I agreed to, anyway we dont think too much about it. Then today we want to watch the football only to find out we no longer have tnt sports, they "upgraded us to a bigger bundle" and removed one of the only things they had going for them!
This is not right I think, I login to my account but it tells me I am on maxittv package, this package has tnt sports?! I spend all day on whats app because their phones are too full of people likely wanting to cancel or to sue them! They tell me that I am not on maxit tv but mega tv 3, I thought maybe I was still on the old package until the turn of the month but that wouldnt make sense since if that was the case I would still be able to use tnt sports.
The amount of reviews I have read that say the same thing. This company needs a class action lawsuit against them, they must owe millions to people. They are theives, they are scammers, they lie and there is no recourse!
If I did this on the street, if I sold someone a bag of gold and they find out its actually lead, I get arrested, but Virgin are able to carry out fraud on a national scale and its fine. I am so upset about this I can barely type fast enough. Its disgusting.
But I tell you what, go with a broadband provider and get freeview! Who watches sky cinema anymore? You can get tnt sports cheap as a solo deal, no one uses home phones so get rid of it, sky sports is the big outlay but again its likely you can get broadband for like £15 a month and a sky sports package for £30. Skysports with virgin broadband likely costs £60+
Do not go with them, they will put your price up whenever they feel like they, when you call up, unless you have some real tenacity then you will be exhausted and give up. .
- Location
-
- Location
- Whitton
- Reviewing
- Virgin Media
- Date
- 2023-10-27
- Comments
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close to useless. whenever there is vistors around eg including me and my family theres 5 people, the wifi stops working and the connection is really bad, even if you're sat next to the wifi. My friends stopped coming over to my house due to the wifi not usable and they can't contact anyone in the outside world using the wifi. Made me pull my hair out as it lags for the 15th time within 5 minutes.
- Location
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- Location
- London, Walthamstow
- Reviewing
- Virgin Media
- Date
- 2023-10-26
- Comments
-
My contract started on the 13th of June and beforehand we specified on the phone that I have no cables whatsoever and they need to sort this out.
Engineer crews often came and couldn't install cables stating that a cable re-pull needs to be done outside of the block first.
Since then I've had over 4 appointments of them doing this pull work but somehow they still can't manage to do them and they never gave any explanation of why this work hasn't occurred, only making different day appointments.
In the meantime money has been taken from my account for billings and services I am not even using...
Currently, I am looking for ways to legally seek my rights.
Avoid this company they are frauds and will give you only extra trouble and problems.
They take my money and I've never even used their services not to mention the fact I have to call them every week and explain my issue from scratch every single time...
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2023-10-24
- Comments
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Don't sign an internet contract with Virgin. I signed the contract at the end of July. In September, a technician who only knew how to install a socket on the wall arrived and said that a team would come in three days and install the cable. They set the date three times and three times they didn't show up and they wanted me to pay for a service they didn't provide. They ignored my complaints at the customer service office, disconnecting the calls and saying they would call the manager. It's the end of October and I still don't have internet from this company. It's very sad when children ask why there is no Internet, I told them how Virgin ignores customers.
- Location
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- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2023-10-23
- Comments
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Avoid!bad Costumer service my bills very expensive I asked to cancel then call me back told me they make discount and second bill more expensive!after I call again they make appointment to call me back and still nobady call they don’t care about old costumers.And when want cancel contract need to wait 2 hours tomorrow just I will cancel everything !never go back to virgin media!
- Location
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- Location
- Torbay
- Reviewing
- Virgin Media
- Date
- 2023-10-23
- Comments
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After the last year of repeatedly rebooting system, we have given up with this company. So called customer help line is a totally waste of time. You might as well be speaking to a brick wall for all the help they give. They make promises that are never kept, send the wrong technician as they call them. Who when arrive know within seconds they cannot help the customer. The whole street knows what the problem is but VirginMedia will not deal with it. It’s out of date cables that have been damaged underground. Well we are voting with our wallets we are going with your more helpful competitors. We had the whole package at £150 per month with you. Bye.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2023-10-14
- Comments
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Avoid Virgin broadband at all costs. This is a dishonest company out to trick customers in this difficult financial situation.
They entice you in with a low monthly cost, give you poor broadband and wifi and then when your contract ends, hike the bills up to more than double. They then will only refund the hike, if you stay with them.
So many customers say the same. Virgin should be embarrassed, but are not because they are a dishonest deceitful company out to rob people in an already difficult situation.
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2023-10-14
- Comments
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This provider deserves a zero for customer service. It does not exist, they renewed my contract despite telling them not to. It is impossible to dispute their billing me for a contract I did not sign for. To all new customers - STAY AWAY. It is impossible to end or cancel a contract. You will not have access to them when you want to leave. They cheat and it is the worst provider I have come across. Do not be fooled by the introductory customer service, you will hate yourself when they make it impossible to quit. They should be banned from operating on UK soil.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-10-05
- Comments
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I would rate at zero stars if possible. Stay away if you value your time, money and sanity.
This company is a complete joke. I was falsely charged due to some internal mistake - fair enough - and they acknowledged this mistake. Great. However this is where the journey begins.
After reaching out OVER and OVER again, each time they admit something went wrong, and confirming to me that a refund has been processed, but it never has. This has been going on since last april (so 6 months now). I have been chasing a simple refund that i am entitled to for over 6 months. Each time i reach out, i am assured that this time it was processed correctly. It has not. This is an ongoing experience, and i am writing this while waiting for yet another wasteful response from virgin.
This company has the most useless, incompetent, joke of a support department that I've ever interacted with.
- Location
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- Location
- Exeter
- Reviewing
- Virgin Media
- Date
- 2023-10-03
- Comments
-
Poorest customers service always issue with
- Location
-
- Location
- Sw London
- Reviewing
- Virgin Media
- Date
- 2023-10-02
- Comments
-
Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
-
Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
-
We have been with virgin for 10 years. Every two years they put the price up and we stayed, mainly due to their internet being the best at the time and there being no real competitors. I have to be fair, their service worked 95% of the time perfectly (although when I used to play ps5 till late my internet would suit off at 1230ish every night for about 15 minutes, we never did find out why that happened?!
However we got wronged by them recently, when I found out they would be putting the price up I called to see if it would affect us, I was told it wouldnt. Only to find out months later that we were paying £20 more! To be fair they had sent an email but this was later and we had already been told it was nothing to worry about. I called up, I was lied to by the adviser but after another phone call they did trying us.
We have now put in our notice to leave when the contract is up in November. The fact we have been with them 10 years and the still charge is us such large fees is disrespectful! Ee on the other hand really look after us for such a long mobile phone contact!
Virgin used to have a monopoly on the fastest internet but now they don't. We don't have any special packages except bt sport (we can get that for £20 a month with ee), we don't use the home phone and mum only watches Freeview and aids she pays for separately. Community Fibre offer 1gps speed internet for £20 a month, we have a freeview box and recorder, what's the point of virgin now?
They offered us £52 which we would of stayed simply for the hassle of changing but now they have a great bit in all their contracts which says they will increase their fee every April inline with inflation and you cannot cancel!
Be safe guys, ask these questions.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-09-28
- Comments
-
Honestly - avoid this company at all costs.
Not only is it extremely expensive compared to it's conterparts (£50 a month for a package I got at £27 a month with Community Fibre) the customer service is absolutely horrendous.
When I moved house, and opted to take them with me, they re-entered me into a new 18 month contract at double the price, without my consent. I only found out on receiving a shockingly high bill for the exact same service I had before. I'm pretty certain that's illegal - a contract can only be entered into with the express permission of two parties. When I told them this, they initially said I had to pay a fee to leave early. You can also repeatedly call and speak to different agents, have "notes" made on your accounts, but actual change doesn't happen. It's only been when I've escalated things to management that any changes have happened. Mind you - Management said they'd call me back the same day, and it was 3 weeks before I heard anything.
The staff are rude, overfamiliar and don't seem to know basic information pertaining to their company and jobs. EG One person will tell you you'll receive credit refunds as a payment onto your card, another will say it's a cheque. Simple processes, totally different responses, but they both guarantee they're right. Also, they have ZERO tact, and don't seem to recognise that part of their jobs is understanding the consumer, not being rude, abrasive and patronising.
Now for the broadband - it didnt even stretch from the front to the back of the house. I've changed providers and it's now working brilliantly.
Stay well, well, well away from Virgin Media.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2023-09-24
- Comments
-
18 month contract and reliability was a common flaw. 50mbs speed was guaranteed but often it fell under 10 - in a household with 3 devices.
The email providing notice my price was doubling didn’t arrive hence they’ve caught me with an additional bill.
Service was shocking and all hidden behind a chat window making it extremely difficult to converse with and get a resolution.
I would warn everyone with Virgin that their pricing is eye watering with my bill going from £24 to £51 so make sure you cancel with 30 days prior to your end date.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2023-09-22
- Comments
-
Have been with Virgin Media for several years. Now being charged £81 per month for 200 mb of broadband and a landline we do not use.
We are moving to Plusnet where we get 500mb for £35 per month.
We have tried to cancel our account with Virgin but without success. They do not answer the phone, the online chat does not allow cancellations, so they suggest we write to them. This is 2023.
Ofcom has opened its own investigation into Virgin Media's compliance with its handling of contract cancellations. It has evidenced that Virgin has not complied with the rules.
Avoid Virgin, they are expensive, dishonest and do not play by the rules.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2023-09-16
- Comments
-
Just Awful. If you have shares in these Jokers..dump them.
This is a company going down the tubes
They Cancelled my 7 years old account because a neighbour with a similar address wanted to join.
Over a three week period, they could not fix it. I have logged around 40 hours on the phone and been passed around (more than 40 operatives) like an unwanted parcel. Every time it seems a little difficult the line drops! "Offshore", customer care operatives are badly trained, have little idea how their own system works and often just guess..they have even made it worse. In the end, took on a completely new contract and within seven days...you guessed it. back to the 3x 90 minute phone calls in one day PLUS. No TV service, Now find without wifi you have no landline, Hive heating, or of course all the other wifi dependent vital services...banking, email, council services...4 engineers 3 home visits, no one has a clue. No one cares. They know the customers they lose..they'll pick up from their awful competitors.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2023-09-15
- Comments
-
Never buy broadband from virgin media. I was previously with sky which was horrible and overpriced so i switched to the virgin media "264mbps super reliable" package. The only time that I ever got that speed was on the first day I got it installed. Since then i have never gotten that speed, the highest i have gotten since then is 120 mbps - 150 mbps. it sounds okay but it is so inconsistent, most days it will go down from the lowest i have got which is 0.36 mbps to 10 mbps, this isn't uncommon to happen like I said it happens most days multiple times per day. I put the customer service at 1 star because i have tried calling virgin media about the broadband issue, they told me it was an issue in my area and it will be fixed in a few days, it's been over a month now and it is still the same. The person on the phone put us on hold probably 7 or 8 times and on the last time they did, they left it for about 5 minutes and the next thing i know i hear the hang up noise. Yes a person supposed to help me lied and hung up. Not recommended, don't buy virgin media broadband.
- Location
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- Location
- hone
- Reviewing
- Virgin Media
- Date
- 2023-09-13
- Comments
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oh my god
oh my god, where to start, the services I receive Inc TV broadband and landline are fab, but iv gotta warn whoever is reading this, customer service is non existent, there is only 2 ways to get InTouch with a human person, 1 call up which in real time reality takes at least 2 hours of ringing n the same 3 tunes whils waiting to be connected, and once you actually get thru to someone, they can't help, and need to put you thru to someone else, which is again the same 3 tunes again for hours again, then if you get thru nothing gets resolved, and you will get offered £5 or £10 good will gesture, which you will never receive simply because this company know you won't ring up again because the pain in the bum waiting times, or you could try 2, online which i really suggest you give this way a miss, i had a problem with all my services and couldn't get thru on the phone so tried this way, i was immediately transferred to warsapp so I could as it states , get in with my day, so here's the punchline, after 3 days if waiting for a reply, I got a reply, but in this reply, I had a conversation about something that didn't relate to my question. this went in for days, with the waiting for a reply etc etc, to where I just took screenshots of the whole conversation along with clear times and dates of all replies to and from and told the operator I'm going to talk to consumer advice, to where i got a reply of i can offer you again £5 for your complaint to be closed, obviously I told him no I'm going to consumer advice, n because iv stated that, I'm still waiting on a reply, to I'm pretty sure I'll not get one, n if I do it will be after 2 or 3 days go by. I'm not saying the companies product is had, because in reality iv never had a problem with the package iv got now, but i think it's only fair to warn new customers about the sheer lack of customer service you will be recieving, it's that bad you won't be able to cancel your product if your not happy within the first 14 days, due to simple lack of customer service agents, another thing to be aware if is the advisors are not trained, some of them struggle to read a simple English sentence and if they manage to get that far they seem unable to understand what it means. so to sum up this review, iv got absolutely no issues with the product at all, but if I could cancel my services without any fee, then i would purely because the customer service iv received is so poor, I'd be ashamed of myself..
so this has been live for a hour or so and iv had a reply to a review iv left, no more than 2 or 3 hours ago, so let's break this reply down. they are sorry about me not being happy with the service iv received, and it's not of normal practice, so my answer to this is, absolute lies, if everyone scrolls thru all reviews left for virgin media, you will see it's not just me stating this issue, it's every review left, many of the reviews stating they woul of left 1 star if it be possible, so I in reply to your reply, it's not Ur usual practice, ermmm please look at the reviews and see that you have replied with the same message to all of the reviews with a negative review, please tell me how on earth do u expect ppl to use the contact details you have left on all the negative reviews if they are all reviewing the same thing (TRYING TO GET IN TOUCH WITH SOMEONE TO HELP) so in all honesty the details you have left for everyone is NOT going to help anyone because NOBODY that's repeated NOBODY can get thru to your NONE EXISTANT VERY POOR CUSTOMER SERVICE,
one last thing, I find it very frustrating that the company, namely VIRGIN MEDIA can reply to reviews left with great urgent, but can't pick up a call or reply to there warsapp messages from customers who need actual help.
YOU SHOULD Be ASHAMED OF YOURSELVES, AND I URGE ANYBODY WHO IS THINKING OF JOINING, THE SERVICES PROVIDED ARE OKAY, BUT IF YOU EVER NEED HELP, OR YOUR SERVICES HIT A PROBLEM, YOU REALLY WONT BE Able TO GET IN TOUCH WITH CUSTOMER Services UNLESS YOU CAN DEAL WITH THIS POOR SERVICE, ID KOOK AT SKY OR BT WHO OFFER BETTER CUSTOMER SERVICE. pay a couple quid more a month if I was you. you will thank me in the long run. please read a few more reviews before making up your mind
Date of experience: September 12, 2023
- Location
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- Location
- stoke on trent
- Reviewing
- Virgin Media
- Date
- 2023-09-11
- Comments
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With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
- Location
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- Location
- Belfast N.I.
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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I was happy with Virgin until I had to cancel. Seems to be par for the course. Customer service deserves -5*. Emails, phone, WhatsApp, chat or whatever it's nearly impossible to contact them. Then when I did they apologised and cancelled everything. Supposedly. Now 6 months later my bill has accumulated and is with Advantis. I told them that I hope they have more joy contacting Virgin. Please, in the name of all that is holy,AVOID!!!!
- Location
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- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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Literally the worst customer service. I was moving house and checked whether I could move my Virgin broadband to my new property - their website told me I could, so I requested for it to be moved. I was told the installation would be completed it about two weeks time.
They then contacted me asking what material was between the house and the public footpath. I told them what the material was, then asked what construction would need to be carried out (if any) - they said I'd need to ask the construction team and immediately hung over. Not the best start...
I then received an email from them stating the installation date was delayed, but no date was given. So I phoned them up asking for an update - they told me the installation date was delayed by a day, but also said they needed to book in a survey to ascertain what construction was required (they should've reached out to me to book this, but apparently it got 'lost in the system'). So I asked for the survey to be carried out the next day.
A day after the survey, I received an email from Virgin stating the installation date had been moved to two months time! So I called them immediately stating that two months is ridiculous, especially since I work from home, and that I want to cancel my contract (and not have to pay the redemption charge, since they stated the property was ready for Virgin Broadband). After being passed from team to team, and being told everything from 'you won't need to pay the charge' to 'you will need to pay the charge since the property is still classified as serviceable', I finally spoke to someone who said she'd close the account that was created for my property, and that they'd be reaching out in the next few days to discuss options regarding the account linked to my old property.
I then received an email the next day stating my bill had increased from £22 per month to £38 per month (i.e. the discounted rate I was promised for another year or so had been removed for no reason). So I chatted to them again, making my frustrations clear, after which they said that both accounts had been closed and that I wouldn't be charged any early leaving fee.
All was right with the world, or so I thought... I've now just received a bill for £57.66 (I have no idea how they've come up with that number), so I'm going to have to contact them once more to try and sort this out (although I'm not expecting much, as even when they say they do something, it's usually a lie).
I would recommend staying far, far away from Virgin Media - their customer service is atrocious, their systems are a joke and trying to get a simple issue sorted seems to be nothing short of impossible.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
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What a terrible company - I can see several negative reviews here but the company doesn't really seem to care - regulator needs to get involved at some point as consumers are been taken for a ride. I have been with Virgin media for few years - the company almost doubled on monthly payment recently. I have been trying to reach the company for almost 2 days but after almost an hour hold and "passing game" the call just gets disconnected. They will make you go through hell to disconnect. Terrible terrible experience!!!
- Location
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2023-09-04
- Comments
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Highly unrecommended, I have been a long time customer and all I get is constant price increases. This company offers nothing for the existing customers apart from that. Will be leaving them when my contract expires later this year.
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2023-09-03
- Comments
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NEVER GO NEAR THEM Still stealing from my family 3 1/2 months after cancelling. Who cares what speed it was? I got a cheaper faster deal and Virgin refuses to terminate my month to month arrangement. DISGUSTING THIEVES. See ‘RIP Off Britain’ before you make my mistake, thinking they wouldn’t spend millions advertising, if they were going to *** on customers. THEY DO.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-09-01
- Comments
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I live on Camberwell Grove, SE5 , in South East London. Service from Virgin has been on a downward trend over the past 12 months. Since 4th August 2023 broadband service has either down completely for periods of 48 hrs, or at best, intermittent over the day. Yesterday it went down for nearly four hours. Since I logged the first issue on 4/08, I have received multiple updates with the 'fix date' constantly pushed back. Originally this was to be fixed on 7th August, now the fix date is 11th SEPTEMBER. It is impossible to get through to someone to register a complaint. I was on the phone for nearly two hours today, and still no resolution. They ignore the emails, online chat bot requests and phone calls for assistance. Virgin Media offer TERRIBLE value for money. We have paid thousands of pounds in bills to them and get nothing in return. Very frustrating and infuriating service provider to deal with. I will be switching provider.
- Location
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