4,684 Customer Reviews over 118 pages
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- Location
- Hampton London UK
- Reviewing
- Virgin Media
- Date
- 2016-10-16
- Comments
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The most unreliable customer service, especially their Philippines center , people their dont understand English and independently decide what to do , in my case disconnected my services when nothing was wrong. I had informed that I was moving home on Nov.4th and they said the earliest i could get my services moved would be Nov 9TH , so almost a week without internet or Tv and whilst I had to reconcile to that , on the 16th of Oct. I suddenly realise my services are disconnected! After being on the phone with their Philly center for over 45 minutes on hold , they said "one of their colleagues disconnected my services as s/he thought i was moving on the 15th of oct" !! really ?? And honestly even if i was , why would you disconnect my services without activating the new one? Virgin is good with the broadband but thats as far as it goes ! stay away if you need to deal with their customer services , especially the non-UK one's. Horrible ! I regret being a customer for over 6 years .
Andy
- Location
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- Location
- Fareham
- Reviewing
- Virgin Media
- Date
- 2018-02-23
- Comments
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Avoid. These people steal our air. A good company cares for their customers when things go wrong. Virgin Media is not one of them.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2020-07-21
- Comments
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The worst supplier in the world - poor service - high charges for what is provided - never meets contractual speeds - cannot be contacted - desperately seeking an alternative supplier
- Location
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- Location
- Gloucester
- Reviewing
- Virgin Media
- Date
- 2017-08-24
- Comments
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I have been with the local cable company (orignally United Artists Cable) since they dug up my street in 1995 to lay the fiber optic cable. I currenyly pay an average of about £45 a month for telephone, 70mb/s broadband and TV.
Whenever I check the download speed (usually a couple of times a week), I get a reading f between 58 and 62 mb/s. So as far as I am cncerned, I am getting what it says on the tin!
Reliability is first class - just the occasional outage for a short time abut nce a year.
The only fault with the service is their 'customer service' lcated in a call centre somewhere in Asia - hard to understand what I am am being told, and often the 'agent fails to grasp exactly what I am saying!
Overall, I'm a happy bunny
- Location
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- Location
- Amesbury
- Reviewing
- Virgin Media
- Date
- 2023-04-13
- Comments
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recently purchased Virgin Media 550, of course on the rosey promise of Wifi conection in every room etc...
Having moved in to a new house the port was already installed, so placed it in all good. Less one room upstairs at the far end of the house that struggles for signal and happens to be where 2 kids are.
so I contact Virgin to ask for booster equip or to move the connection - £8 a month or £100+ to move it. What? When I questioned about there stated guarantee that was both verbal and in writing it seems it not true just a lie??? They wouldnt budge on it.
Only room for compromise was if I was disabled or wanted another random contract with a O2 simcard. So just for clarity your money isnt the same if your not disabled and you need to pay more for the pods each month - or get rail roaded into an O2 contract for more money a month........
Needless to say I went on ebay and jist brought one for £12, Virgin are an empty tracksuit promise world but dont deliver, and dont get me started on bouncing around about 6 call centre staff who may well be based on Mars judging by the conection and langiage barrier. And when questioned on the integrity of the intial Virgin offer just hung up!
All in all very unsatisfied hate been lied to and then discriminated against for not been disabled or wanting an O2 contract, The poor excuse of it the walls my personnel favourite I dont live in a green house so there will be walls if you cant provide what you state to entice customers then dont say it.
- Location
-
- Location
- Leamington Spa
- Reviewing
- Virgin Media
- Date
- 2017-08-11
- Comments
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If you are a student, please be aware that they keep charging your account even after your contract runs out and then they charge an additional months charge when you cancel.
- Location
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- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2018-09-24
- Comments
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This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
- Location
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- Location
- Liverpool UK
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
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With I could give the reliability score a minus. Truly awful.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2024-02-15
- Comments
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I received a renewal invite to renew at same cost of £45 per month with an 18 month contract, however when reviewing the contract it appears they had drastically cut my services to get the £45 per month, very sneaky! I went onto an online chat who confirmed my renewal would in fact be £166.25 per month and after a very long conversation I was advised I was currently paying £92.32 (not true), it was then reduced to £76.75 and after more conversations via online chat and telephone calls reduced to approx £56. I have decided to cancel with Virgin Media due to these stupid conversations every time the contract is up for renewal.
At the end I gave them their 30 day notice however I was then advised I would have to pay a termination fee but it would get refunded approx. 45 days later, there is no way I will be paying a termination fee and waiting for a refund, direct debit has been cancelled. I have no idea why my monthly fee was being increased by almost 370% (from £45 to £166.25 per month) especially during this dreadful era where people are struggling.
I think we need to highlight the measures they are going to get more money out of loyal customers (I have been a customer for almost 30 years). New customers get treated better with much better deals. Shame on Virgin!!
I will be very glad not to have these unnecessary conversations every year and be treated the way ALL customers should with another provider. My advice would be to stay clear of Virgin Media as they are clearly out to rip existing customer off!!
I will be writing this review on as many review sites as I can to alert as many people as I can!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-03-21
- Location
-
- Location
- mirfield
- Reviewing
- Virgin Media
- Date
- 2017-05-29
- Comments
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Weare paying £70 a month for 200 mb fadt broadband and every time I run a test it is never higher than 50. I am in the same room as the hub and no other users are in the house. My connection and wires are all brand new installed by their own man so its not a wiring issue either. No excuse for charging people for something that isnt what it says it is.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-06-01
- Comments
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Horrendous customer service, really appalling .
On the phone for nearly an hour waiting to get through to the right department, then I was cut off. Phoned back and now still waiting again and it’s been 30 mins so far.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-08-29
- Comments
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Our whole package has been down now for4 days. & will go into the 5th since last update tonight. Due to an outage in this area, very frustrating, no information other than an outage and having to check ourselves on any updates. Never been without, telephone, t.v. WiFi altogether absolutely apauling and can’t even speak to a person
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2019-11-23
- Comments
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Absolutely CRAP! Rubbish customer service team who are only interested in increasing your bill. Once you leave they still try to rip you off by sending you another bill. BEWARE rip off merchants!!!!!!!
- Location
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- Location
- Grimsby
- Reviewing
- Virgin Media
- Date
- 2021-11-06
- Comments
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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
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- Location
- Cumbernauld
- Reviewing
- Virgin Media
- Date
- 2021-11-24
- Comments
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Home move scheduled for the 1st of October. Changed to the 17th of November by them. Pit dug at the front of my drive, 17th came and went as they cancelled the install. Now the 24th and still have the pit at the front of my garage with no end in sight.
- Location
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- Location
- Castleford
- Reviewing
- Virgin Media
- Date
- 2021-10-31
- Comments
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This company has treated us the worst of any company we have been involved with customer service shocking they can't get bills right every bill has been seriously incorrect and and there's no end to there confusion of sorting anything out,absolutely the worst.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-09-16
- Comments
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Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
- Location
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- Location
- Wellingborough
- Reviewing
- Virgin Media
- Date
- 2020-05-10
- Comments
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Virgin Media is rather Not Giving Media. The internet speed is shocking they offer up to 100mb if I get up to 20Mb that is it.Their prices are way too high for the quality and speed you gain. Dissatisfied unfortunately.
- Location
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- Location
- Stoke-On-Trent
- Reviewing
- Virgin Media
- Date
- 2016-05-12
- Comments
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Where to start. The broadband is intermittent at times even though I understand that I am not in a fast speed area, but to top it all off they try to bleed money out of you. I am about to move home and moving in with parents so therefore have no say in what tv, internet and phone package they have. However, Virgin still think I should pay a late cancellation charge of £200 because I am still within my contract. As far as I am concerned that contract relates to that property and since I am no longer living there, surely that makes the contract void. They have done nothing to help me and instead just remain adamant that i have to pay this money so I will be seeking legal advice
- Location
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- Location
- East London
- Reviewing
- Virgin Media
- Date
- 2017-04-04
- Comments
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From the Virgin Media website....
Imagine you want a book a flight to New York. You find an advert for an airline promising “Business Class legroom in Economy” for £550 return. The tickets are little bit more expensive than you’d like, but the legroom sounds too good to be true so you buy your tickets.
A couple of months later, you’re sat in seat 22F, legs squashed into the seat in front. When you try to complain, the cabin crew refers you to the small print on your booking: “Advertised legroom is available to only 10% of customers”.
Ironically this is the Virgin Broadband experience
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2019-10-21
- Comments
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Had high hopes dashed, unreliable, worse than sky, all I do is reset the router, Re sync the booster, and give up trying to watch the tv. Really angry as you can’t get hold of customer service at all, they have an automated texting service which will keep the pointless go nowhere conversation going for days on end. No one cares, seriously going to find out how to complain. Fuming new customer
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-21
- Comments
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Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2021-06-02
- Comments
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I tried contacting Virgin to cancel the broadband as I'm moving houses and plan on changing as I'm a uni student so will be able to get use of alternate 12 month contracts. I was kept on hold for half an hour, then hung up and called back, only to be left on hold for an hour.
I am now trying to cancel through web chat and am still being strung along. I have explained multiple times that I am not continuing with my Virgin deal...
The broadband has generally been fine, needed ethernet cables occasionally but generally operational and reliable.
Just awful customer services.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-07-27
- Comments
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THE WORST CUSTOMER SERVICE I HAVE EVER EXPERIENCED!!!!
When the Virgin Media broadband works it is nice and quick, as advertised.
When it stops working, you have to:
a) Try to contact them online through a chat line that I've never actually been able to get onto; or
b) Pay to call them and sit on hold while they check if there's actually a problem, even if you've called and reported it many times before; or
c) Check the fault status on their website and be told there is no fault, even if the fault appears each time you run their diagnostic tool; or
d) Arrange for a technician to visit and fix the problem only to be told the next day that he's not coming without any reasons given; or
e) Sign up for email + SMS notifications on how the fix is progressing and never receive a single update; or
f) Use their complaints process to request improved communication and actual delivery of service and get neither.
I am currently 6 weeks into a service outage and am still completely in the dark about what is wrong with my broadband and when it will be fixed.
All I have been told for certain is that regardless of the losses this outage has caused, Virgin won't pay any compensation because that would 'breach their contract with me'.
Oh and while this is all going on I continue to receive unsolicited marketing letters from Virgin suggesting I get a mobile plan with them as well.
Enough said. Based on my experience I recommend that if you value your sanity stay away from this company!
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-06-12
- Comments
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keeps dropping, customer service poor, phone contact is 0800 number which on a mobile costs.
- Location
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- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2022-04-20
- Comments
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I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2020-08-31
- Comments
-
Worst customer service ever.
They take million years to support your problem.
Assisting agent is impolite, not supportive, and not helpful at all.
Horrible experience.
I would definitely not recommend using their service for anyone.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2018-07-24
- Comments
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Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Virgin Media broadband itself functioned well. We had a couple of broadband crashes over the year but besides that wifi operated okay. However, their customers service is terrible and unreliable. The falsely told us that they had not received a bill that I had clearly paid and demanded that we pay it again. After doing so, they later confirmed in having received the original payment. When I asked for a refund they failed to do so. This happened in March and 3 months later I still have not received my refund. I have been in contact with multiple departments of the Virgin Media team but they keep bouncing me off to departments. I have called them numerous times, visited their physical branch, sent them proof via post, contacted them via e-mail and their website but have yet to receive a transaction to my account, a miss that only occured due to their own inadequacy. I would not recommend Virgin Media, if you do not want to be scammed and keep your money.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-09-10
- Comments
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Ive been with vigin media around a year and am in a 18 months contract. Our internet had been going off for some time over about six months but gradually got worse and became very unreliable especially when streaming. My partner had to keep unscrewing a lead from the back to reboot but it was a temporary fix. He had contacted virgin media through forums and over the phone and hadnt got anywhere. We then had an engineer come out and give us a brand new rooter and said the engineer who had previously installed had stapled through our wire and he couldnt understand how we had any internet atall. We rang virgin media who only refunded us £7 due to not having our complaint phone calls on their system. I asked to speak to a manager and they said the manager would ring me back in around 20 minutes after already being on hold for 45 minutes explaining the story to 2 different people... this was a fortnight ago and still no call. I will not be renewing my contract!
- Location
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- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2019-11-05
- Comments
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Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-07-01
- Comments
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Absolute worst customer service imaginable. They arbitrarily deactivate your entire account and cutoff your broadband, and you can only reconnect it by calling, but they keep you on hold for 2+ hours and, when they answer, keep transferring you back to the end of the queue and you have to start all over again. They require account numbers and passwords (which they expect you to remember for some reason) at d dry stage, again and again, so you will likely never get through to a person. Because they don’t want you to get through to a person. They’re terrible. I switched to Sky, which is much better.
- Location
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- Location
- Coalville
- Reviewing
- Virgin Media
- Date
- 2018-06-14
- Comments
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Awful Service and customer care. Ongoing simple issue for 9 mths, days off work for virgin to come out but they don`t& if they do they cant help. Finally given £290.41 in credit but then they add this amount to my bill instead of deducting and issue STILL NOT resolved.
- Location
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
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Totally frustrated with the broadband service despite multiple complaints and call outs. It's now worse than ever. Nothing ever seems to get resolved and stuck a contract till March 2018. Disgusting that they can still take my money despite requesting refunds for the poor service. If I can find a way out early I will. Wouldn't recommend.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-12-14
- Comments
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One of the more expensive providers. Used to be reasonable, now TERRIBLE for months, Broadband slow, keeps cutting out, cannot get through by phone, no complaints procedure.
- Location
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- Location
- London, Mitcham
- Reviewing
- Virgin Media
- Date
- 2018-05-02
- Comments
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Internet is extremely slow or not working at times, had engineer in twice, no improvement. Customer service is awful.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-11
- Comments
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Team cut off our internet for no reason and left.
We work from home and a reliable internet was the selling point signing with virgin media. Of course we came to learn that is not reliable at all, it's always dropping - halfway through meetings is a classic.
This Monday, someone from Virgin came to fix something in our building unrelated to us. They cut off our internet, so we went downstairs and talked to the the engineer. explaining that whatever he was doing, had cut off our connection. He said he would restore it, but then simply left without fixing it.
Result: from 16h Monday to now we've had no internet. We contacted them several times - always a hassle, since speaking to human is luxury at Virgin - and after a lot of 'nothing can be done', they schedule an appointment for today, Friday. So all this time, no internet, no work - just a borrowed WIFI and our 3gs to do the bare minimum. Already unacceptable.
As if it wasn't enough, they didn't show up to their appointment (which I've been waiting since 8am). Instead, they called me once (while I was in the middle of a meeting). I tried calling straight away back, but all I get is a message 'The Virgin team has tried to contact you, goodbye'. Very unacceptable.
He left a message, that is absolutely impossible to understand. More like a grunt 'This is from virgin media kskshds'. No way to contact him. No way to know what's going on. Not even a written message of any sort.
So unprofessional, complete disregard for their clients, absolutely unacceptable costumer service. The fact that the engineer was here on Monday to fix something, cut us off and then left knowing of our situation is beyond me.
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2021-08-30
- Comments
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DO NOT USE! Booked self installation broadband. Router apparently sent 3 times but never arrived. Spent hours on the phone endlessly being put through to different people who all told me different things. Was given "100% guarantee" of arrival of router several times - never arrived. Left me without broadband for 3 weeks. Ended up cancelling my contract and signing with a different company.
- Location
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- Location
- Castleford
- Reviewing
- Virgin Media
- Date
- 2016-10-13
- Comments
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I would like to say BIG thank you to the one of Virgin Media engineer which came to our house on Tuesday, October 11th around 2 pm, for putting an effort and try to "speak " with my mum (she doesn't speak English) , using translator on his phone. That was really nice!!! THANK YOU!!!
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.