4,684 Customer Reviews over 118 pages
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- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2022-01-21
- Comments
-
I don’t know where to start tbh. Moved house in June and was originally with virgin but out of contract so decided to move. Basically because the Wifi, is basically crap. Good in the room your sitting, but step a foot out and your screwed. Anyway moved house and was called by Virgin who sold me a great deal…the oomph package which is basically everything, apparently including some data less sims so we can add to our iPads etc. well it’s now January 22 and not once received any of these sims. We have a downstairs office literally next to the lounge which my wife needs every day due to being a home worker. The wifi could not even reach in here. They sent us this booster pod thing which did absolutely zilch. Multi room box upstairs never worked and of course neither of my children could use their fire stick because wifi is so crap. Now this price increase which as actually been great for us because it’s managed for us to get out of the contract. We have cancelled. A blinking awful company and apparently, found out since, these supposed data less sims were supposed to be supplied by o2. Well I spoke to o2 and they knew nothing about this so basically been paying £25 for these which I didn’t know about. Of course, no offer of refund despite this mis-selling. Without doubt the worst company I have ever had to engage with and will never ever ever ever go back to them. Branson, your a disgrace pal.
- Location
-
- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
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My elderly father, who is 78 years old, recently got Virgin installed. As a pensioner, he asked if there were any discount to the £50 installation fee. The bloke offered to install for £29.99, however, the bill came in and showed installation was not discounted and he had to pay the £50. When queried, they just said `nothing we can do about it`. Virgin should be ashamed at exploiting a vulnerable pensioner for a mere £20.Nothing to be proud of- you low-life parasites.
- Location
-
- Location
- Newtownabbey
- Reviewing
- Virgin Media
- Date
- 2021-11-30
- Comments
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Been with them 25 years since dial up days. Broadband fine. then they made an error and disconnected my services. When contacted them got the runaround for 4 days. Can only contact by Whatsapp or a Premium number. They do not answer Whatsapp immediatley. conversations lasted for over 11 hours over 3 days still not reconnected. Got fed up and told them not to bother reconnecting. Was promised and lied to for days. Transferred to seven different advisors in 43 minutes. None did anything. Useless
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-01
- Comments
-
I have noticed significant drop off in speed once I started a contract.. I was notified by Virgin my contract expired and that we should discuss a better valued plan. At the same time I noticed that my speeds were un usually high.. 50MBPS.. consistently.. I liked this so I called them back to secure a better deal.. as soon as this happened.. back down again to 13-25MBPS as before. Has anyone else experienced this?
- Location
-
- Location
- Corby
- Reviewing
- Virgin Media
- Date
- 2018-11-05
- Comments
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We have been Virgin media customers for 15 years now, we've recently moved house and now they cant be bothered to help us. We've been waiting 1 month for them to come round to connect us and noone seems to know what they're doing. They cant give us a date for when the work might begin and the people in the office are totally incompetent!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-02-15
- Comments
-
Broadband is great at low usage times during the day we get the 150Mb down and 12Mb up speeds but during peak times it goes down as low as 50Mb down. Not good really and also seen slower speeds when my boys got Xbox ones for xmas and all the downloads resulted in slower speeds so assume I was limited. Have now moved to talktalk and although customer service is absolutely rubbish I do get 62Mb down and 20Mb up constantly using Speedtest app so much more stable
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
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The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.
Best thing is to use the thinking of leaving us option as this is uk.
Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-11-05
- Comments
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I've always had issues with Virgin. Their broadband is OK, but whenever there are issues (and there are regularly) their customer service is the worst in the biz.
I moved house, and was assured my contract could carry over. It did not.
They gave me a new contract paying significantly more. I've continued to pay the wrong fee, because otherwise, my credit rating would be affected. I've been trying to get the bill adjusted for months. Waiting hours on the phone, on the 'Chat'. When I finally get someone, can barely understand them and they invariably never actually make any changes, despite promises to do so.
Stay away from Virgin...
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-04-05
- Comments
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Truly appalling customer service. Constantly raising prices. No sense of of loyalty to customers. After over 20 years closed contract moving home. Completely inflexible do not deserve customer support.
- Location
-
- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2009-10-07
- Comments
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Good product. Amazingly poor customer service.... and I mean POOR.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2015-08-20
- Comments
-
Very fast broadband can load 1080p youtube videos in less than a second without buffering however, some days the internet stops working and I have to restart but it is not happening as much as it use to. The customer service is awful. If you tell there is a problem with the internet, they will say restart your router and wait 30 seconds. Sometimes you get people who have no clue what they are talking about after waiting hours on hold! Bad customer service and great broadband
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-08-25
- Comments
-
Awful customer service.. missled me into purchasing a media package so basically add £80 to an equivalent of free view that's already built in the tv! And the box is very slow
Customer service very rude multiple contacts
Will not cancel media package
Charged extra £35 this month asked for a reason but the Indian guy on the phone just kept speaking over me trying to sell me more! Cancelling on the due date and changing provider.. never again
- Location
-
- Location
- Mitcham
- Reviewing
- Virgin Media
- Date
- 2021-08-05
- Comments
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Was on Ultimate OOmph package, top broadband speed, unlimited everything £150 a month. Tried to upgrade to 360 multiroom, placed order, no delivery, called cust service, got told there is an upgrade fee (this is hidden on third advert page at bottom under a link to open). After arguing that this is hidden and did not come up anywhere on the order I should not pay it. No loyalty for existing customers, we have to pay extra £35 for hardware that new customers get for free. Have today signed up with SKY, cheaper and slower broadband, but I get Netflix and Disney+ included instead.
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
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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
- 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.
- Location
-
- Location
- Camden, London
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
-
The broadband speed is very good and is the best thing about being with Virgin Media. BUT there are so many downfalls with Virgin. The WiFi is a great speed when it is on. They constantly have signalling issues all the time, meaning the broadband and certain tv channels are unavailable. This has been consistently happening since the beginning of the year, they claimed to reimburse but it only showed up on one of my bills. Around March we kept complaining and they told us they were going to have signalling issues most weekends and evenings till August 2nd. We waited and still there was issues. They delayed us again until September 13th and that was when it started to work again up until recently where there has been major problems resulting in us having no tv or wifi. Virgin are currently in the news for having major signalling issues We have received poor customer support and service, considering the cost against other networks.
My advice to you all, it is not all bad as when the WiFi works it’s great but it’s a high cost for a terrible service and customer care. We have now made the decision to leave after a year of unrealiability
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
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Customer since 2003 to 2017.
Paid £82 per month.
They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
Tried to haggle - offered £4 per month reduction.
No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.
Dreadful loyalty. Dreadful marketing strategy. Avoid.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2016-12-09
- Comments
-
as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
-
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-11-03
- Comments
-
I upgraded my account and was promised to pay extra 7 pounds per month. Ended up with +50. Phoned up again trying to cancel the contract. Was promised a new contract for 21 pounds. Today the new contract came through and voila... 39 pounds per month. Phoned them again and tried to cancel. They said it's an error and will call me back. No one called. This company is a nightmare, impossible to cancel. They are trying to roll me into a further twelve months contract. I feel like I am dealing with The Wolf of the Wall Street characters.
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-28
- Comments
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The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2022-03-31
- Comments
-
Husband receives a massive bill because our contract has finished, no notification of that, at all.
Treating existing customers, despicably, we suggest you don’t bother with them. Computers are down we can’t deal with you, from a broadband company
- Location
-
- Location
- Corby
- Reviewing
- Virgin Media
- Date
- 2017-01-29
- Comments
-
Awful customer service. Broadband itself is good.
Signed up to a shopping vouchers incentive to join Virgin Media. Vouchers should have been here after 28 days from 1st September. Nothing sent.
Chased in November and was promised within another 28 days. Still nothing sent.
Chased again late December. Was promised within 2 days. Still nothing.
Also hiked the price up one month into the contract.
Don't have an App. Can only log in through browser. Can't email them. You have to call and it takes 20 minutes for them to answer the phone.
TiVo box much slower than Sky's equipment and less user friendly.
Don't recommend this company at all. Should have stayed with Sky.
- Location
-
- Location
- DERBY
- Reviewing
- Virgin Media
- Date
- 2022-09-05
- Comments
-
I have no complaints about broadband/tv etc but the customer service is awful, it has been deteriorating over the past couple of years or so. One of the problems is the decision to take some of the service overseas, I get the impression it could be a ploy to challenge customers to try and understand these so called agents. My problem at this time is mis-selling, I was offered a package on the phone, I agreed to the deal verbally but when I received the contract summary, there was an £18 increase after 6 months, I have been trying to rectify this for the last 4 days.
- Location
-
- Location
- gravesend
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
-
i pay for 20meg i usually get less than 10meg sometimes less than 2meg occasionally more than 19meg
- Location
-
- Location
- Bovingdon, Herts
- Reviewing
- Virgin Media
- Date
- 2015-06-11
- Comments
-
Been with them since NTL days, but starting to seriously think about leaving them.
My broadband has been down several times in last few weeks and twice down for 2 days at a time. I've just noticed on my last bill that they have credited me with a whole £2.22 as a 'goodwill gesture' for loss of service. Sorry Virgin Media, but you can stuff that offer where the sun don't shine! What an insult for having to put up with your lack of service.
Something else you should know. They have no idea when their service has gone down. The only way they can monitor this, is if enough people in your local area ring them to complain about loss of service. Call centre is in India (or similar) and they are dire. If you are one of the first to ring in, when the local service has gone down again, they treat it as if it's just you who has a problem and normally try and convince you that it's your computer that's at fault. Sadly for them, I know a bit about computers and the like, so they soon get told it's their bloody lack of service again.
Look on their website about how to make a complaint. Directs you to ring 150 from Virgin phone and there is no option there to complain. Found a number on Resolver website for Customer Services. Rung them and said I wanted to speak to somebody about a complaint. The girl said I needed to ask for a manager in the area for the reason for complaint and before I could say anything else, just redirected the call back into the 150 system. Clearly Customer Service don't have a clue what that title means!
AVOID!!
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2018-05-23
- Comments
-
Speed: Fantastic Speed, I usually get faster than my package should be and you can download as much as you want.
Customer Service: Very annoying with their automated lines that you usually have to call more then once.
Reliability: Not very good, Over the last 18 months I must of called them a good 10 times about outages (and that's only the ones I bothered to call them about) always with the same excuse NOISE ON THE LINE.
And lastly a word of warning, keep an eye on your bills they go up often without notice.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-08-24
- Comments
-
Often slow speeds, poor customer service, disappointing overall
- Location
-
- Location
- Lee on the Solent
- Reviewing
- Virgin Media
- Date
- 2019-07-29
- Comments
-
There has been breaks in theservice with no warnings or compensation
- Location
-
- Location
- totton , southampton
- Reviewing
- Virgin Media
- Date
- 2009-10-23
- Comments
-
i pay for 20mbps but only get from 12 to 15mbps and if its peak time only 6 to 10mbps not good or happy :-(
- Location
-
- Location
- doncaster
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
-
I feel I have been thoroughly taken for a ride my virgin. Everything was fine until I moved. It took a total of 9 phone calls for them to understand I live at number 1 and not number 2. I was then told by someone thousands of miles away that my house dosnt exist. They gave me a installation date but didn't change the address. I rang them and to change it from a number 2 to the correct number 1 my installation date was moved back 3 weeks. I was given another 2 installation dates and both times the technician never turned up. This cost me around £200 as I'm self employed. I dicided to leave virgin and get sky after that. I was told I owed them no money and they would send me packaging to return my virgin media equipment. 3 weeks later I had a letter from a debt recovery company saying I owed £230.01 ( may I add that the letter went to the wrong adress as virgin still hadn't bothered changing it. When I rang up to pay the bill through virgin miraculously my adress was changed straight away!!! I've never been so angry in all my life. When I rang virgin and asked what my lost revenue was worth after having 2 days off work waiting for Virgin to be installed I was given the cold shoulder and told to speak with the debt recovery company. So a word of advice. There products may work well but the companies customer services are undoubtedly the worst I have ever come across
- Location
-
- Location
- Grimsby
- Reviewing
- Virgin Media
- Date
- 2021-11-06
- Comments
-
Absolutely rubbish customer service. My husband was told visit by engineer would be Thursday, we waited in all day and cancelled appointments but no engineer arrived.We contracted customer service and was told Saturday was the arranged day not Thursday. The operator was very unpleasant when my husband told her we had been given Thursday for appointment. The staff should get their facts right AND NOT BLAME THE CUSTOMER SO NBNBNBNB RUBBISH CUSTOMER SERVICE STAFF!!!!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Virgin media have repeatedly acted in an unethical manner by - breaching data protections multiple times, closing complaints without contact to the customer, taking money out of customers accounts after being specifically told they no longer have permission to take money out, and it wasn't even money that was owed to them, they took all my money so I couldn't eat, and then told me it was my problem to go sort out, they have ignored a request to close my account despite acknowledging it on the phone, meaning I've had to pay an extra month by the time I submitted a second request. It's been a complete shambles and a tax on my mental health. While the service itself is fantastic, my suggestion is to avoid the company itself at all costs.
- Location
-
- Location
- W3, Acton London
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
-
Virgin have the most disgusting Custer service I've seen since I've had internet have hung up on me 9 times today and kept putting me to wrong departments then to make it worse said they can help me with my question then to be told from there Scottish department they can't realy unhappy such a big company making so much money of people but horrible custermer service is wrong wen your a customer feel stressed and alarmed now way I've been treated from 24:00 to 19:19 to be told now there closed terrible do not recommend
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2016-02-29
- Comments
-
I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-04
- Comments
-
This internet provision is painful. Too many times it is down and especially at weekends. I wouldn't recommend them at all
- Location
-
- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2009-07-29
- Comments
-
Broadband speed below expected, considering monthly charge.
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2020-11-08
- Comments
-
I have, until now, been quite happy with my Virgin Media Phone & Internet package.
I pay circa £59/month for phone and internet...... and have recently been informed that my internet speed has been increased to 100 Mb/s at no extra cost.
I logged into my account and requested an increase in internet speed from 100 to 200 Mb/s at extra cost of £6.01/month...... I received an email from Virgin Media asking me to call a number "as some of the information required was missing". I called the number ; BIG MISTAKE !
What followed was 30 minutes of high pressure sales during which ;
1. The phone connection went down three times, and I was called back.
2. I could barely understand what the caller was saying.
3. The caller asked for the first, third and fifth character in my password ..... I thought only I was supposed to know my password.... obvious security implications for my account.
4. I was coerced into 350 Mb/s internet, which I can't afford, and which has a contract length of 18months versus 1 month for 200Mb/s.
5. I was coerced into opening a Virgin Mobile account, which I don't want, and which included the caller asking me for an account password, security implications AGAIN.
6. When I was asked for bank details, which Virgin Media already have, as I pay by direct debit, I "smelled a rat". I told the caller I wanted my account reverting back to the way it was after which the caller still insisted I carry on with the process. I told the caller I was going to hang up the phone now, and my account should be reverted back to normal, and I hung up.
7. Less than 1 minute later, the caller rang again and before they could say anything, I told them that our dealings were finished and I wanted my account reverting back to the way it was, and hung up.
The initial email I was sent asking me to call them was misleading, and dishonest ; it used the excuse of needing information to subject me to a sales call ; had they said, honestly, that it was a sales call, I wouldn't have bothered.
So here I ; still haven't got 200Mb/s internet, wasted 30 minutes of my life trying to understand a phone caller, and Virgin Media don't want to communicate with me about my email to them...... I'm still waiting for a communication from them, a week later.
I'll leave you to make up your own mind.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-03-23
- Comments
-
I’m so disappointed with virgin media, they don’t care about the loyal customers, all they care about is money . I was try to phone them 7 times and never got throw. I will definitely be changing my supplier
Do not touch
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.