4,163 Customer Reviews over 105 pages
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-12-03
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-10-19
- Comments
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Over for 3 years with Virgin media I never had any problems, internet speed was ok. Apart customer service nightmare ridiculous. When you signed a new contract they are very helpful,everything smooth and easy. But after when i decide to cancel contact after 3 years I felt like in the court, they were asking so many questions more likely personal questions which I don't have to tell at all what I'm going to do in the next 6-12 months, this is my personal things and you never know what's gonna happen tomorrow even. It took me more than two hours to cancel contact, I been transferred to many times to a different departments and been talking with 6-7 different people, also they disconnect me 3 times, first telling me can you wait I will put you on the hold and after 2-3 minutes you hear Lovely beep signal on your phone. I wasn't happy at all, ridiculous. Finally I had to ask for cancellation team manager, he was very helpful and cancel the contract. Cost for me to many nervous, in the end I had to take some medication to calm down, too much!!!!!!!!!!!!!!!!! Not happy at all and never gonna recommend for anyone........
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-04-04
- Comments
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Horrible customer service and no technical assistance
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-04-21
- Comments
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Worst choice I ever made moving to virgin signed up for 100mb download and only get 10 mb plus enter net goes off and on rang up about it tyred to explain what was happening and they just hang up.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-03-10
- Comments
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The customer service suckssssss. They are just into making money but notto satisfy the needs of their customers. I have recently contacted them for some help to terminate my contract but the representative is rude. Sorry but you are tere to help but not to stress the customer. You shoukd be polite and respectful at all times. Thats your job and you have to stick with it if u cant then thats not for you.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-12-05
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-12-18
- Comments
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Horrible service, whenever I phone them to ask about my slow internet, which I get almost every single day, they blame it on us and say something along the lines of, "It's your problem." They don't even bother to try and help.
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-09-12
- Comments
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Rubbish!
I switched from sky to virgin media and its absolute rubbish, its not a very stable network wifi is always off and on and not that long ago we were with no wifi for 3 days! not worth the money!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-10-03
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-09-06
- Comments
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We have been with Virgin for 9 years, and for all that time, all we have received is a load of CRAP.
We live in a fairly rural zone, so obviously you wouldn't expect fibre to be in our area. However, that is no excuse for the use of lines that are actually ERODING, making our internet among the slowest in the UK. As a student, internet in our day and age is key for my success, and when it's constantly running at speeds of up to 60 kb/s and/or shutting down on its own accord, how on earth am I supposed to get anything done?! I have had trouble sending off assignments to teachers, getting me into serious trouble, and all because Virgin couldn't get their bloody asses in gear and change the phone lines! Even if you walk up our road, you will see new lines in place. But not for us!! And we're paying what BT customers do for fibre! It's a bloody joke!
One time, the phone lines had been cut due to the winter storms. But when we called Virgin to inform them about the problem, they were absolutely useless!! We had to wait 5 days for it to come back online, and ever since then, it's never been the same. Whenever we call Virgin and complain about the reception, they tell us it's BT's fault because they own the lines. Then when we call BT, they tell us it's Virgin's fault, sending us in never ending circles.
I'm sick and tired of having internet which does nothing modern day internet should. I now know why they're called Virgin, it's because they have no experience at anything to do with internet!!
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-10
- Comments
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The internet is absolutely atrocious!! It randomly stops working while I'm watching movies, on skype, surfing the net. Other family members on virgin also make the same complaints and say that sky is much better
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-23
- Comments
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Supposed to be 350mb boradband but there is next to no wifi signal upstairs so its not useable, useless in fact. As with all broadband companies they also make it as difficult as possible to complain, no e mail contact or live chat, automated options take you around in circles. Worst service I've ever had, would advise you dont bother, I'm trying to leave if I can find someone to actually speak to.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-03-16
- Comments
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Virgin Media broadband service is extremely poor, virtually everyday in the last 10 days we don’t have internet but still being we are being charged for the non existing service.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-04-14
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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I was forced to move my home by my landlord as he is selling the house, and I was planning on taking my virgin media broadband with me, but turns out that virgin media does not provide services on my new address. So I was forced to close my contract prematurely, based on something outside of my control and due to virgin media limited service provision, and YET I am told I have to pay early cancellation fee of £222! This is extremely unfair and the fact that there is no leeway for this circumstance is outrageous.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-05-08
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-21
- Comments
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The products with virgin media are good, but the sales team and inline support are roughs big time. Never get into a contract with virgin media. First and foremost the contract wont reach you until the first time you stop paying your bills. After which you will notice that your email address has been changed so that the system does not sent you the contract you are actually and that you are made to pay more than what you had agreed upon. If you call the customer center, you will be spoken to someone who will say Ok to everything you say and then would be placed on hold which never gets answered. This company employers are tend to take your for a ride, I guess this is the way they are trained to do. Or else how could all of them do the same?
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-18
- Comments
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Virgin Media is fast but it keeps disconnecting. They blocked us once for no reason so overall I give them two stars. It's so rubbish do not buy it.
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-09-29
- Comments
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Constantly cuts out so bad and so annoying.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-05
- Comments
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Cancelling with virgin is a nightmare!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2020-10-16
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
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I was really impressed with Virgin media! I had some issues with starting an online account and my mobile bill and the customer service was extremely helpful and fast It was very good service.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2013-06-05
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-09-04
- Comments
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Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-27
- Comments
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Continuous dropout. Poor connection. Slow speed.
And worst of all, calling customer service does not help at all. Will give you excuses and they sent me a long document to teach me how to keep changing wifi channels every time the signal drops - a bloody full time job!!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2020-12-30
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-19
- Comments
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They never ring back when you have a problem but wait until you terminate your contact: they ring you endlessly! Draw your own conclusions. Myself, I'm glad to be shot of the rubbish service & the 3rd rate company which owns it!!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
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I felt that I wanted to have something in writing as I'm really disheartened by the customer service I have received in recent weeks and I have been advised over the phone that you do not accept complaints in writing.
On 25th July I called to enquire about changing my Big Kahuna package as I was unhappy with the second price rise in 6 months and felt that it was becoming expensive. Both myself and my husband (who works in IT) spoke with the representative and she was advising us of technical information which was incorrect. I felt she was bamboozling me with figures and was argumentative with my husband when he queried the technical information although he knows he is correct as that is his job. After the call we decided that we wanted to leave Virgin Media as we were unhappy with the price rises and the attitude of the member of staff.
Later that day I called back to request a cancellation of my contract and I asked for the final date which was confirmed as 13th August. From this I believed the contract would end on 12th September and waited for packaging to be sent to collect the boxes. I was not informed until today that the person I spoke to is not authorised to process disconnections and the only notes put on the system were to say I have requested information about cancelling. I know this to be incorrect as I requested the information during the first call, therefore it is illogical that I would request the same information twice in one day. I am extremely angry that I was not told during that call that I was speaking to the wrong person as I had gone through the automated system to the cancellations department.
At this point as far as I was concerned everything was going ahead with the cancellation. We arranged to have replacement services through Sky which were all installed in mid August. Therefore, all Virgin Media services have been unused since mid August. I accepted that there would be some crossover of services and I would need to pay for both contracts for approximately 1 month.
I was therefore very surprised to receive a full bill last Wednesday, covering up to 7th October. On Thursday I called to query the bill and was put through to customer relations. I explained the situation and was advised that the notes did not state that I had requested a cancellation which is why the bill had been produced. After a lengthy conversation explaining everything your representative said she could see that the services had been unused since mid August and agreed with me that it was illogical that I would make two calls in the same afternoon requesting the same information. At my request, after discussions with her manager, it was agreed that someone would listen to the recording of the call to verify my story and someone would call me back no later than Friday. I was happy with this situation as I knew I had requested the cancellation and the representative said that if my version of events was confirmed then the cancellation would be back dated to 25th July so the final date would be 24th August. If my version was proved incorrect the notice would be given from 3rd September.
As I had not received a call up to today I decided to chase this up and call in again. I was told today that the notes do not state I requested a cancellation (which I already knew) and therefore it had not been processed. I explained I was enquiring about the recording as discussed on Thursday to be told that the call will not be listened to as calls are not recorded for dispute resolution. I was also told that the second person I spoke to on 25th July is not authorised to cancel contracts, as far as I am concerned that should have been explained at the time not 6 weeks later. I explained that I was very upset and frustrated about the lack of consistency with what I have been told. The representative said there was nothing they could do except backdate the cancellation request to Thursday meaning I have to pay for services up to 2nd October even though I was expecting the contract to end on 12th September, meaning I have to pay for an extra 3 weeks.
Perhaps I was naive in not recording the calls myself but as a loyal customer of nearly 6 years I feel very let down. I have been made to feel that I am lying, because I can't prove the outcome of the calls made on 25th July I am to suffer financially. I made the second call on 25th July in good faith and I feel it is not in any way my fault that the person didn't inform me that they could not help me with the cancellation and either put me through to someone who could help or advise me to call back. The person I spoke to on Thursday I felt genuinely wanted to help and I was informed today she will get in trouble for trying to help by offering to have the call listened to (which was supported by her manager). I also find it baffling that you will not accept complaints in writing. I feel this has been a catelogue of poor and inconsistent customer service, with no regard for the fact the customer may be right. Simply because the notes state I did not request a cancellation there will be no investigation to check that I'm telling the truth. As I informed your representative today I will be writing to Ofcom and I will never consider being a Virgin Media customer in the future. As someone who has spent in excess of £800 a year on services for the past 5+ years would it have been so terrible to take me at my word and refund me the £62.50 to backdate the cancellation?
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-30
- Comments
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You're betraying customer trust when you're not providing the service that he paid for or you change the agreed price while under contract.
It's unacceptable to issue bills by you're own free will "just because" ...
No respect towards customers and totally trust lacking!!!
Only 1 star this year, because I can't give you half!
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-30
- Comments
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I have the Vivd 100 bundle and when it works, it works well.
The problem is that in 16 months I have experienced 4 major service disruptions (no connectivity or extremely degraded service), caused by Virgin faults (lines or devices).
The worst aspect is that the time to restore the service varied from 6 to 15 days.
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- Location
- Reviewing
- Virgin Media
- Date
- 2013-07-31
- Comments
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Are you tired of decent customer services? Want to spend hours on hold before being cut off randomly? Then you've come to the right place. If you love being ripped off and the thrill of waiting for that call that never comes, then you'll love Virgin Media. At Virgin Media, we believe that once we have your money, you don't matter. Need your fix of daily frustration? Our staff go out of their way to be rude and insincere, just ask our team about our latest offers.
That wireless superhub that we gave you? You'll have to give that back - but we won't collect it.... we'll just keep on turning up at the wrong address until you give up. Want to post it back? We'll keep on sending a collections guy.... still to that wrong address. Is it shoddy service your after? You've come to the right place!
*Written while on hold for over 30 mins*
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-05-12
- Comments
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Shocking! on given install date, they say work needed and make a new install date. guys turn up with shovels, have a cuppa and leave. Now livechat says order cancelled no explanantion and transfer to a sales bot. wow.. am.relieved its over now!
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-11-07
- Comments
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Ultrafast and reliable they say, ultra slow and unreliable more like, I have had WiFi run faster before all the technical fiber optic rubbish, seriously would not recommend the WiFi all the engineers say is they have over contracted the WiFi in the area, well if your suck a big company with the best WiFi there should be no problem with a large group of people wanting your service
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- Location
- Reviewing
- Virgin Media
- Date
- 2020-07-31
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
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Without any notice virgin Media increased my plan, when I contacted the customer service after 45 minutes long wait a guy without any greeting asked my problems and with no help he put me on hold for more than 50 minutes then disconnected. Since I am trying to contact the customer service but not lucky enough.......very very bad customer service
When you compare price plan with other providers the virgin Media is very expensive and bad service.....I don’t know how to solve my problems with virgin media
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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Not even worth 1* the worst company you can ever deal with. The so called customer relations team who are tgere to resolve your complaint dont even know what day it is. A woman called Karen or Carol has the worst attitude ever. Advise to all.. DO NOT SIGN UP FOR VIRGIN MEDIA.
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
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I feel myself very unlucky and unfortunate that I chose virgin media...without my agreement they increased the price plan from 26 to 65 which is really unfair.... I contacted the customer service to discuss the matter after 45 minutes long wait, I spoke with a very unhelpful person with rude attitude... and after 5 minutes discussion he put me on hold for more than 50 minutes and the phone disconnected....I tried many times and same thing happened...since then I am trying to cancel my account with virgin media but not getting any success....virgin media has a very bad customer service and giving a star is too much for them....compare with other providers the service and price is very high with virgin media...
Really I don’t know how to get rid of virgin media...I think there is no other option but to complain with consumer angencies...virgin media is robbing people...I recommend to everyone please choose other providers instead of virgin media ...this company made lot of money therefore they don’t care for customer
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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Installation hickups, their system has huge flaws.
I have taken time off work to stay home for an installation for which I have e-mail confirmation at hand and customer services said they could not do anything else but apologize and reschedule me for a later time in two days.
I have been a customer, and I will stay, because unfortunately there is no better option in my area.
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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.