4,679 Customer Reviews over 117 pages
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- Location
- Stapleford
- Reviewing
- Virgin Media
- Date
- 2017-09-20
- Comments
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The connection it self sometimes is good mostly rubbish, I supposed to get 100MB but to be honest I think I never had more than 70MB. The worst thing is the customer service, bunch of liars, money suckers unpleasant stupid people.
From the beginning I got lied at the store with my package, then when I tried to sort it out through phone, and later they kept on raising my premium through the year... would never recommend to anybody !
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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Should be 70MBS cable and on rare occasions it does register a 70MBS download speed, but is more often just a mere 5MBS. My mobile phone downloads faster than my cable speed.
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2016-05-13
- Comments
-
Pretty rubbish realy!!! Every now and then they get a 'network problem' and the company apologises but shamelessly cotinues as if nothing happened. Had the final straw on camel's back this morning and will get out of the contract today
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
-
Every year they put up the price,
sometimes twice a year !
You have to spend 1 or 2 hour on the phone every year to keep price down.
Total down speed is high, but slow latency means internet delays.
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-06-14
- Comments
-
Takes for ever to ge anything fixed or even speak to someone on the phone!
Broadband is the biggest pile of rubbish iv ever had! Dropping out ever 30mins iv reported it multiple times and nothing has been done! Had to make a complaint and still the customer service team told me nothing could be done! There bollox!
OVER RATED AND TO EXPENSIVE!
SKY is better!
- Location
-
- Location
- stevenage
- Reviewing
- Virgin Media
- Date
- 2015-07-17
- Comments
-
I have been a trying to terminate my account for over a week I had been left on hold hung up on and spoken to in ridiculously poor English.
The customer service is at best incompetent at worst a bunch of sadistic morons.
If you like spotty service and being ignored or generally treated poorly then these are the guys for you.
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2022-07-16
- Comments
-
The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-10-27
- Comments
-
There customer service is as bad as there product , as soon as they raise my bill again during my existing contract I will be leaving for talk talk as.are the rest my family , we all have the same package but pay 19 , 21 and now my bill is 33 for upto 50 mb which on BB speed test shows I average less than 10mb !!!!! Useless company worst customer service can't wait to lwave!!
- Location
-
- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-01-16
- Comments
-
What a rubbish broadband. It's a virgin 100mb and you know it's as fast as tortoise and snoozes several times a day regularly.
- Location
-
- Location
- Stevenage, Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2015-04-06
- Comments
-
In Dec2014 I upgraded to faster broadband and the Tivo box. Since Feb I have had drop out problems with the broadband. When up and running I am always getting 130Mbps+ (last check it was 161Mbps). This is fabulous but not when it lasts for 20mins. Physical reboots don't fix it. Web resets don't fix it. Multiple phone calls to Virgin DO fix it - for about 1/2 hour. Even the change of the hub by virgin (who turned up on time)on Saturday gave me a day of the internet only.
Fed up. I have no wifi so Im paying for data usage on my phone. I cant log in on my playstation so game trophies are not being recorded properly, and I am unable to go on the internet to log in to work. So I've had to drive in on Bank holiday to deal with a couple of issues I could have handled remotely in 10 mins.
Phone calls to virgin tend to fix the problem but nothing permanent but I had no problems before Dec's upgrade.
- Location
-
- Location
- Stirling
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
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I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
- Location
-
- Location
- stirlingshire
- Reviewing
- Virgin Media
- Date
- 2016-05-25
- Comments
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Unable to contact virgin as im unable to sign to my account virgin rejects my e mail address yet they send me e mails to me
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2018-04-17
- Comments
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Absolutely awful internet! Would not recommend, is very slow and laggy.
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2017-06-09
- Comments
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Everyone at Virgin - customer services, sales people, installers - all make promises that they don't keep.
They talk as though you're going to get this and that, and we'll do this and that, and it doesn't come to fruition.
You have to mither and mither and mither them until you maybe get what you were promised, or a tiny discount that doesn't even come close to being worth it.
The broadband speed is good, but still not as good as is promised. The TIVO box that comes with the TV package is so outdated it is frustrating to use - so, so slow - and yet they continue to want extra money for the box that will do the job that the TIVO should be doing.
As soon as the contract is up, I'll be cacncelling.
- Location
-
- Location
- stockport
- Reviewing
- Virgin Media
- Date
- 2009-09-08
- Comments
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i pay for 10mb but get an average of 2.5mb
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2019-07-05
- Comments
-
Come 9pm the internet is pants. Keeps dropping out every few minutes. Followed the instructions to reboot the router etc and makes no difference. The service is as reliable as a chocolate teapot.
- Location
-
- Location
- stockport
- Reviewing
- Virgin Media
- Date
- 2021-01-08
- Comments
-
ABSOLUTELY crap service..
ABSOLUTELY crap service... you cant get intouch with anyone.. the website takes you round in circles.. for obvious reasons.. to put you off... then at least 30mins to 3 hours waiting on hold... yet when you get through they tell you its not like that there systems say approx wait time is 18mins.. in what world?.. its a shame I'm about to cancel my package due to recent cost increase.. oh yeah all you get told when trying to get a new/better deal is "NEW CUSTOMERS ONLY" well after being with cable & wireless then NTL world and now virgin I'm about to leave after approx 25 year's. as a business if new customers are all your interested in god help you... have you seen the reviews you have? Mr Branson I think you need to take note and do something... sooo not a happy customer
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2015-07-01
- Comments
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I was due to move house and saw it as an ideal opportunity to leave virgin, they then gave me an offer I couldn't refuse (apparently) they offered me everything for a set price if I signed up for 18 months, I have never received everything and yet apparently i'm in a verbal contract with them because everything doesn't really mean everything, even though I asked if that meant all sports and movies on several occasions. I have complained several times but because I didn't within the cooling off period (7 days) im not entitled to it now. When you ring up the messages are never correct, the broadband service is woeful and customer service are rude and constantly speak over you. This is the worst company I have ever dealt with. A contract is a two way agreement and at no point have they fulfilled what they said they would. abysmal !! i'm advising everyone to stay clear
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2019-12-16
- Comments
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Recently separated from my partner and wanted her name on the account. It's been 3 months and they still cannot sort this out, plus they charge a whopping £20 to do this. My ex understandably had enough of the mess of paperwork and went with different provider. I called to close to account with Virgin and they are making me pay £134 to close the account claiming I'm in a contract though this was not made clear over the phone, and surprise, surprise they don't have access to the recorded telephone conversation. Been a loyal customer for years. They are a nickel and dime you company. Never use them again. Never recommend them.
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2017-12-05
- Comments
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Well it all started one shiny morning, when my virgin broadband stopped working, i looked out of the window to see virgin van outside and guys digging something in the pavement, i went out and they said they damaged the cable but going to fix it. Well they didnt, so i called customer service and they sent the guy next working day to see it, the guy came and said what i already knew, the cable is damaged and the new one needs to be put in, they have set the date in 2 weeks to do that.
Well, one day before the installation date i got a call saying that they are not coming due to some construction works needed to be done. And set yet another date in 2 weeks time, so 1 month from the day they(themselves) damaged the cable. Remember im without internet for 2 weeks already and we knew at first day that this has to be done. So i called Virgin and questioned that, they apologised and passed me to the tech team, who said dont worry we are going to send another tech guy tomorrow and he will fix it temporarily until we fix it properly 2 weeks later.
The guy came next day and what do you think he said? yet again the same words that the cable is damaged and new one has to be put in, i gave up calling after that, as i could see there is no point so i was waiting another 2 weeks, 1 month in total for them to come and fix it. do you think there is a happy ending? well you are optimistic.
the evening before Virgin were to come to fix it ( 1 month after the fault was reported) i called their customer service just to confirm that everything is going ahead and someone is finally coming, and to check the time frame when.
The customer services dropped the line 2 times, then when i finally got through, they couldnt answer, so passed me to tech team? they couldnt answer or confirm anything as well, so i was passed to construction department, and the answer i got: oh we actually are not coming tomorrow, someone should have called you( nobody did) as we cant do it, we have to do construction works and it can take up to 6-8 weeks. At that point i was truly shocked as i couldnt believe its all happening. So i asked to cancel my account, i must admit this is the only efficient and quick thing i got from Virgin, i was told that my services are disconnected within probably 2 minutes, no questions asked.
To summarise, Avoid at all costs, appalling absolutely shocking service all the way through, thats me being their customer for a few years.
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2018-04-25
- Comments
-
Absolutely appalling customer service!
Have to pay for paper copies of your bills and if you don’t, you will receive no notification of when your contract is due to end. They will subsequently sky rocket your monthly payments with no notice.
Finally getting through to a manager who is sniggering down the phone, we ended their services whilst still having to pay for two additional months.
Do not choose Virgin Media. Not worth the hassle.
- Location
-
- Location
- stockport
- Reviewing
- Virgin Media
- Date
- 2009-11-27
- Comments
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Average is what I call Virgin Media Broadband. Customer service technical support not that great. whilst reporting a fault they said its been fixed just as my modem went off. they then change their mind and said its a modem fault. I know its not a modem fault (I am a network technician) most of the time the service is stable, a little slower than what I would like. Speed restictions are in place between 5pm and 11pm. when calling them they have automated selection which talks way too much. I would say to anyone thinking of joining them. most of the time its a fair service 80% of the time the other 20% I would say poor but not completey bad.
- Location
-
- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2016-03-05
- Comments
-
I don't even know where to begin, this company is awful. We upgraded our wifi from 100mb to 150mb and this is where it begun. The day we changed the wifi for the next month we continuously called day after day asking them to sort it out as our Xbox console wouldn't work on the new router, everyday we was told a different option by someone new, wether it was new router, upgrading to 200mb, changing our 'lines' etc etc they even sent an engineer but absolutely nothing sorted it. Time went on and we kept calling and nothing was getting sorted so I made a complaint via email, I received a missed call so rang them back a day later to be told that 'the complaints team will contact you within 28 days and there's nothing I can do'. Till this day a month later nothing is sorted, we have paid a whole month for this awful wifi because virgin medias customer service is so terrible. If anyone from virgin ever reads this, sort your staff our, sort your service out and improve or close because you're a joke that's costing me money, I am sick to death of big companies like you costing customers a load of money yet do nothing to help us when we need it. I will be switching as soon as I have contacted my alternative.
- Location
-
- Location
- Stockton
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
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Connection doesn't even reach the bedrooms upstairs
- Location
-
- Location
- stockton on tees
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
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phoned tonight re remote lady i spoke to was lovely going to send new remote out fantastic service thank you
- Location
-
- Location
- Stockton on tees
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
-
Total rubbish connection took 20 mins to load this page up might as well have no internet at all
- Location
-
- Location
- Stockwell
- Reviewing
- Virgin Media
- Date
- 2017-08-21
- Comments
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The speed of the service in the location is awesome, however, the line is highly unreliable (occasionally the line was offline for a day or two) and the latency is horrid making gaming almost impossible and working from home risky.
The customer service can't really help you with line problems because they are not relevant.
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2014-12-14
- Comments
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As a gamer it is essential that I have a good connection while online. Virgin media is arguably the worst broadband I have been with. With the super hub 2 it is very inconsistent with latency. It also cuts out every 5-10 mins in 5g, as a result of this I have had to use 2g and purchase a broadband booster. After this the quality is only satisfactory.
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2018-09-28
- Comments
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Tried to cancel my virgin after 10 years with you and your telling me I can’t becauae I forgot my password. And I give you my notice and your still telling me I can’t until new password has been sent. And you are continuing to charge me for a service what will be expired.. I’m seeking legal advice people should avoid this company at all costs
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
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Think Virgin are expensive b/band medium tv and phone (we rarely use phone)
My concern is what guarantees do I have re wifi speeds if I leave Virgin for another supplier
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2018-05-18
- Comments
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I honestly thought Talk talk was bad but this company has taken it to another level. Phoned after wks of cock ups by VM incidentally nothing to do with Richard Branson they separated years ago but kept using the name, I called because my bill for broadband was £70 when in fact is should of been zero due to previous cock ups and lies. They informed me that I had been billed incorrectly and said not to worry, guess what they still took it from my account anyway just before bank holiday. I phoned they said sorry the money has been refunded to my account weekend with kids ruined but assured money was going back into account by Wednesday, two weeks later no money so I have terminated contracted. Only to be told they would charge , see you in court knob heads I'd guess. Run away if approached.
- Location
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- Location
- stoke newington
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
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five stars go to customer service as in they pick up the phone but no solution as below:
hello,
I am still waiting for connection after several weeks.
I am told that now that you are waiting for a parking bay location and still there is no date for this.
I am told that the best thing would be to have a basic line then once you intall the fibre to connect to this.
My questions is how long does one need to wait? you are so fast in the sales dept to getting me to agree to have your services, in fact i would get several calls a day asking me if I would like to accept, whcih I did but several weeks later??? still no connection.
I am not a happy customer, I have a small business that though of having ultra fast internet to bring in custom.
Several weeks later, it has cost me to have pay as you go donggle, no phone number, so i cant even create a headed letter or business card etc..
I am totaly fed up, but as its taken me this long and the run up xmas i have no choice in this matter but to either wait for someday you connect me, or simply swallow the bullet and go to another company.
- Location
-
- Location
- Stoke Newington
- Reviewing
- Virgin Media
- Date
- 2020-08-25
- Comments
-
DO NOT PURCHASE INTERNET WITH VIRGIN!!!!!!
They are a bunch on money thieving scammers and have 0 customer service.
Got our internet in December and paid for our first month, tried to log into our online account and it says our account doesn’t exist. Second bill comes out of my direct debit so no contract sent to us, no bill, no online contract. I called and spoke to 4 different advisors over a 2 hour period they told me the same deal that we hace access to our account blah blah blah. They finally checked the email and they had put a totally different persons emails in my login which is why I wasn’t receiving anything. This had now been “fixed”, third month no email, no bill, no contract and still could not get into my account. Meanwhile the internet was appauling! It was running at less than half the speed it should have, would not reach the top floor (was promised it would) and drops out if more than 3 people are on it. Tried calling again was on the phone for an hour, was told they can’t send anyone out to test it until I verify my online account. Is this the same account that I’ve called twice about? And have tried chasing for the last 2 months?
- Location
-
- Location
- Stoke On Trent
- Reviewing
- Virgin Media
- Date
- 2017-12-03
- Comments
-
Disgusting don't sort things out tried pay bill and the system was down still didn't get it sorted so left me with no tv as they cut it off on on a Sunday of all days and everyone knows banks are closed on this day there fault completely I'd advise anyone not use this complete and utter incompetent company
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2023-05-30
- Comments
-
Hello Virgin Media,
I want to express my deep disappointment with your service. Our internet speed has been frustratingly slow despite paying over £60 a month. We’re certainly not getting the service we’re paying for.
Moreover, we were promised that our contract would move seamlessly to our new address on the 10th of June, yet it was disconnected prematurely last night. This has caused significant disruptions to our work and personal lives, and it’s completely unacceptable.
In attempting to resolve these issues, I’ve encountered further frustrations with your customer service team. As someone who works in customer service myself, it’s evident to me that your representatives are poorly trained. They’ve been stuttering on the phone and providing less than satisfactory assistance.
Finally, your WhatsApp chat service is intolerably slow. Responses take between 30-60 minutes per message. It’s supposed to be a real-time chat, not a delayed email conversation.
I must say, these experiences have been utterly disappointing. Please rectify these problems urgently and ensure we get the service we’re paying for.
- Location
-
- Location
- Stoke on Trent
- Reviewing
- Virgin Media
- Date
- 2016-07-03
- Comments
-
Over all had virgin install on the the 25th June, install went smoothly. Tech introduce himself, explain to tech were I want services installing and cables Ran.
Tech ok this wasn't a problem,
Tech did have problem with the multi room box, but he soon resolve this with a new box.
Services on whole, good tv takes a bit getting use to after switching from Sky, board band 100 percent better than Sky fibre.
- Location
-
- Location
- Stoke on trent
- Reviewing
- Virgin Media
- Date
- 2017-09-09
- Comments
-
Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
- Location
-
- Location
- stoke on trent
- Reviewing
- Virgin Media
- Date
- 2023-09-11
- Comments
-
With virgin for 9 years, when the contract end never email or text,so I have to pay £60 per month, I called Virgin to end my contract. Customer service started offering discount if I renew the contract, I refuse it as I happen on my last contract,they just want as to renew. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance?
- Location
-
- Location
- Stoke-on-Trent
- Reviewing
- Virgin Media
- Date
- 2022-12-17
- Comments
-
Appalling and harassing customer service: My mum having had a stroke and moved into an old folks home I have tried multiple times to cancel my mum's account. Written cancellations have been ignored and phone cancellations are not possible because my mum has lost her speech. Absolutely no compassion or understanding from Virgin Media. The monthly bills continue to mount up even though my mum's original contract ended years ago. Extremely distressing for for my mum and all the family. Please please please avoid Virgin Media at all costs.
- Location
-
- Location
- Stoke-On-Trent
- Reviewing
- Virgin Media
- Date
- 2016-05-12
- Comments
-
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
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.