Virgin Media Reviews

Worst service ever... Broadband is not even close to 50 mbps.

Horrible customer service and no technical assistance

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  2 stars

Terrible speeds, a 50MB package barely rises above 1.5MB, with regular dips to 0.5MB. Getting 1% of promised performance is unacceptable.

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.

• Reliability
  2 stars

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!

• Satisfaction
  2 stars

Would just like ti inform people beware as we looked into having virgin and may I add looked into but before you know it they have set up an account and direct debit and a man will be knocking on your door to lay cables all before we had even said yes and our old supplier contacted us to say they was disconnecting us

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!!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

My mother went into hospital on Dec 12th last year, she has since been admitted to a care home & has not been at her address. She had TV & Telephone through Virgin Media, I got in touch with them to let them know she was not there & asked them to cancel her contract, as she will not be returning home. They said they couldn't cancel as she hadn't paid her bills, I would have to wait until there had been 3 months' unpaid bills before they cut her off!
I explained the full situation again & got the same answer a 2nd time. I then asked them why she was paying so much, £57.55 a month for a TV & phone package, they said she had requested a station not her basic package, they had upgraded her & it was up to her to cancel, as she hadn't she was still on the most expensive package they do. My mother has Dementia & her memory is almost completely gone, this you can tell when you speak to her. They have quite obviously taken advantage of a vulnerable adult in order to make some extra money from her
I explained that I was in the process of getting deputyship for her affairs & that I would pay the bill as soon as I had access to her bank account. They said that a debt collection agency was now involved & that they could not call them off, as it was against company policy. I made every aspect of the case clear to Virgin media on 3 occasions over the phone between the beginning of February and the end of March, but threatening letters keep coming from a debt collection agency BPO Collections
I live 200 miles away so I don't get to visit that regularly, she has some friends who pick up her post & visit her on a more regular basis that I do. I have asked them not to take any threatening letters from Virgin or from BPO to the care home as these would upset her, she is already in a heightened state due to the physical upheaval of going back and forward to hospital & from the deterioration of her memory. Virgin media have refused to call off BPO, have refused to stop sending final demands & have been rude & unhelpful.

They don't even deserve any stars from me. Absolute **** with their services, I've had people sleeping on the phone to me, hung up the phone on me, over charged me for two properties for no reason, yet they still have no clue as to what's going on. Worst company ever, waste of time, can't wait to leave them.

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.

• Satisfaction
  2 stars
• Speed
  3 stars

Constantly cuts out so bad and so annoying.

• Satisfaction
  1 star
• Customer Service
  4 stars
• Speed
  2 stars
• Reliability
  1 star

Cancelling with virgin is a nightmare!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

Virgin media are absolutely terrible for gaming, high ping, high jitter and when trying to get hold of support you get put through to someone in Malaysia or India that goes through their "script" each time you call, effectively getting you nowhere and wasting your money on the call.

On my second support call (which took an hour of ping and trace route testing) I was told there was a problem and it would get escalated to "the second tier" and would be called the following day to get the problem sorted.

No call the following day and when I called them in the evening they started back at square one, trying to log into my router and change the MTU and not even acknowledging what had happened the previous day even though they had all the details sent to them in an email.

On the third call I got through to the "technical manager" who simply went did the same thing that the very first person I called did, logged into my router and changed the MTU and upgraded the router firmware.

Stay far away from Virgin if you want decent internet for gaming and any form of support, I have done a ton of research online on all the major UK ISPs and virgin wins by far in the complaints department.

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!

• Satisfaction
  1 star
• Customer Service
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star

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!!

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

Absolutely awful. First of all rang to set up home internet and arrange a technician to come out. I rang the day before that was scheduled to check they were still coming and told me my order hadnt been processed correctly (no one bothered to call to tell me this) so had to do the whole process again and schedule another date (had to wait a further week) The day after the first visit was scheduled a technician arrives at my house (I was at work) and left a message saying I need to rearrange another date. I rang customer services and explained the situation and told them I did not schedule a technician to come out that day or time and gave him the order number but said unable to find my order yet a technician was sent to my house randomly. He tried to get me to do the whole process again and make me wait another week for someone to come out but I refused as twice my order had not been processed and not given the right information on the previous two occasions.
Absolutely terrible, I will never use them again. Three different people giving me three different sets of information and cant process an order correctly

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?

• Satisfaction
  1 star
• Customer Service
  1 star

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*

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

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.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

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.

• Speed
  4 stars
• Reliability
  4 stars

Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.

The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.

• Speed
  4 stars

Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!

• Satisfaction
  1 star
• Reliability
  1 star

Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.

• Satisfaction
  2 stars
• Speed
  5 stars
• Reliability
  3 stars

Whenever i've worried about my broadband virgin media are always there to help out!! Outstanding customer service and amazing broadband

• Satisfaction
  4 stars
• Customer Service
  5 stars
• Speed
  5 stars
• Reliability
  5 stars

When I first joined Virgin media they were great, everything ran smoothly at a very reasonable price. Then after a year my bill was put up by £30 a month without our knowledge or agreement to pay so much extra for the same package. When I rang up I was informed that we could have 6 months free then pay £50 for the next 6 months, I even read this back to the operator who agreed that I had heard correctly.
Shock, I am still being charged the full amount and virgin media are saying this was never offered to me and refusing to find the recording of the phonecall in which I had been misinformed. When I rang to sort this the woman was very patronising, all she wanted was to take my money. I went on to write a complaint to which I had no response. When I next rang I was told that my dispute had been closed, nobody had contacted me to inform me of this. I will be taking this further as I have just been made to pay £140 as they were threatening me with debt collectors and tarnishing my credit rating.
It's fair to say I will not be using virgin media again after my contract ends and will not be recommending them to anyone when this time last year I would have!

It’s not even worth giving a rating.
Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.

The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  4 stars
• Reliability
  1 star

Didn’t show when they said they would install cost mrs days work no txt or call to say they weren’t bothering to come when I told them they couldn’t care less about it (very rude) don’t know if we will stay with them

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Brilliant and fast when it works…unfortunately an unacceptable proportion of the time it doesn't work or is very slow. Sometimes it will only connect to about 3 devices and won't let any more connect - not useful for a family of 5 people. Would not recommend at all.

• Satisfaction
  2 stars
• Speed
  3 stars
• Reliability
  2 stars

Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.

Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.

I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.

In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...

Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?

• Speed
  2 stars
• Reliability
  2 stars

Broadband is constantly being slowed down and Wifi is awful. The customer service is also appauling.

Would not recommend to anyone who is sane.

• Satisfaction
  2 stars
• Reliability
  2 stars

Unacceptable customer service-installation delayed for ober a month, no one is contacting to update on what is going on. I have to constantly chase them and everytime I get a promise to be contacted which never happens. My biggest mistake was to join them, do not recommend