4,684 Customer Reviews over 118 pages
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
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Never in a million years will i be coming back to this company. The only virgin here is richard branson . A virgin at running a media providing company. Biggest joke ever. Coming up to 2months now still no installation. My childrens education has sufferred and have no landline so my alarm system isnt connected leaving me and my family insecure. They dont even take your complaint seriously. If only i could report this. Bang outta order.
- Location
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- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2017-10-25
- Comments
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After 12 months of a deteriorating broadband service I have decided to leave. I am paying for vivid 300 mbps speed and tonight’s measurement was 1.3 mbps. I am fed up with Asian tech support call centres telling me my downstream power levels are a problem that then get “fixed” within 24 hrs only to deteriorate again within a few days. It appears Virgin have massively oversold their network capacity and are now managing off their older customers who are out of fixed term contracts. Really fed up and will never use or recommend them again. When I first joined the service was excellent, now it is awful. I amgiving Sky a go.
- Location
-
- Location
- Prenton
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
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Very disappointed in virgin media. Worst service ever. I’ve booked for broadband to be installed in my property beginning of February. I was given 15th February slot 1-6pm. I’ve taken half day off work to wait for an engineer. No one has contacted me (only messaged reminder one day before with time slot) so I rang at 5.40pm only to find out that the work wasn’t supposed to be done at my home but outside and I was given another day for a visit-27th. Again I’ve waited 1-6.40pm and no one showed up. I rang virgin next morning and they told me I was scheduled for 28th so yet again I’ve waited for someone to show up.. nobody showed up!!! When I rang again they said they can reschedule me for 13th of March!! Why?!? I was at home, waited all this time. I said I wasn’t happy but the guy I have spoken to wasn’t at all supportive. He was not interested in what I’ve had to say, so I’ve cancelled. Big headed company, not interested in their customers.. I hope other people with similar experience back me up on this
- Location
-
- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2015-04-27
- Comments
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Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-07-07
- Comments
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After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
- Location
-
- Location
- Christrchurch
- Reviewing
- Virgin Media
- Date
- 2019-08-05
- Comments
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We setup a virgin business account having been with talk talk for over 10 years with no issues. We decided to change for fibre. When the rep called we setup a direct debit, as an opening deal we were offered 3 months free. The first invoice that arrived was incorrect, I contacted Virgin they said they would correct and that there would be nothing to pay next month. We had another couple of invoices.. I filed them as they were paid by direct debit, Then one morning we had no internet access, and couldn't make phone calls. When we called Virgin to report a problem, we were told we had been disconnected for non payment. I argued that we had setup a direct debit (I have the letter to prove this). Virgin insisted that we hadn't (basically calling me a liar) and we should have paid the invoice, and that we now have to pay the outstanding invoices and a reconnection fee of £20. This we did immediately, as we were effectively held to ransom through no fault of our own. Virgin have now damaged our credit reference with a default. This was not our fault, the direct debit had been setup but virgin didn't apply it to our account. The Virgin Rep visited again recently to ask how things were going, he confirmed that the only way to setup the account is with a direct debit. What an absolute farce. Virgin don't care. beware. On top of this we've had outages and lack of speed.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2016-08-28
- Comments
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Signed up for their top tv package in April 2016 (didn't sign up for broadband). We are now at the end of August and the monthly cost of my tv package has been increased twice! So in just over four months since signing up, my bill is now 7.25% higher. Who knows what it will be by the time my contract ends!
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2023-06-23
- Comments
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At a loss, 2 weeks after our install date with Virgin Business, we are getting ignored and no information is being given despite my daily calls, as to why we've not been activated yet. They sent the wrong engineer (after having done a 'pre-install check'). Every time I call I am told my order manager will contact, but they never do. I've tried escalating and formally complaining, neither of which have gained a response. As a business we cannot run without this service. Severely disappointed with how we're being handled, no faith at all that our account is being handled as any kind of priority. I am even thanked when I call daily (or even more often) for regularly following up....how ridiculous! I am wasting my time and Virgins, and getting no where.
Save yourself the aggro and go elsewhere.
- Location
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- Location
- Dublin 10
- Reviewing
- Virgin Media
- Date
- 2023-12-29
- Comments
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6 months ago I renewed my contract with vm and they put me virgin mobile too, nothing wrong till then, what happened? My sim never arrived, I went face to face in tallaght and talked with a guy from a shop and he said the account number i have doesn t exist, so they probably made a misstake and i won t be charged, till then for like 3 weeks i wasn t charged, after they started sucking from my account 20 euro every month on SOMETHING I DON T HAVE and i didn t notice, In december they even charged twice, once on 5 december and once on 15 december, so 40 euro in a month for nothing, I called them they said they can t give me a refund because they don t know if i used the sim or not, I talked with another agency and they said as an agent you can check if an sim is used or not, after i cancelled i received ANOTHER BILL, I went to the bank and they blocked virgin media so they won t take money from my account anymore, but at the bank they told me to call virgin media for a refund, and virgin media won t do anything, i lost 140 euro on air!!! WE ARE NOT RICH, STOP STILLING FROM PEOPLE!! Not fair
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-04-03
- Comments
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Pay for 70mg which is mostly under 17mg on an intermittent servicein central London 2017 !!
Useless, dishonest and unapologetic.
You may recall the Virgin advertising with Usain Bolt.. it's a fantasy. Reality would be a 30 stone drunk passed out in front of a kebab shop in a pool of his vomit.
After many years of BS we're leaving.
DON'T JOIN VIRGIN
- Location
-
- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2018-05-05
- Comments
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WiFi constantly dropping off! So glad my contract is near it’s end! I am willing to pay the last 2 months and change provider. Joke of a service!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-31
- Comments
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Do not use this company - they are a bunch of cowboys. I have had to call every month with an issue and they have now cut my phone line and can't fix it till Tuesday - I spoke to Sean in Teeside who was as helpful as a chocolate teapot!! i have now cancelled my services and they will charge me £250 for the privilege - please stay away from this company!! Sean was also a rude man who just wanted me to leave the company. STAY AWAY
- Location
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- Location
- Wolvehampton
- Reviewing
- Virgin Media
- Date
- 2021-03-10
- Comments
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When I signed the contract for 18 months, they concealed the fact and gave no information that their internet network did not cover half of England. After my move to a new house, they were unable to offer me services in the new location, so they charged me a £ 240 ending contract. The funniest thing is they still require the router to be sent back to them !!! I also immediately canceled the mobile phone contract I had with them (luckily, the period that forced me to use their services ended earlier). I don't want to have anything to do with them anymore. Contact with them is terrible. They do not reply to emails, you wait for hours for chat, just like when you call the hotline. The worst company in the industry in the UK.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2021-03-15
- Comments
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I was planning to leave Virgin Media in October, than after talking to their dedicated team we have agreed a deal. After a few months I have realised that they were charging me for totally different amount. I complained on the 21st of January and they said they will investigate it. I have been waiting since than. I have called them today and been told that the complaint is still open and somehow they can not see the deal they offered had been accepted therefore they can not honour the deal. If you can't see any deal achieved why would you keep a complaint open and keep charging a higher amount? Totally unprofessional and unreliable . Stay away !
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-09-10
- Comments
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Installation process really bad. Ducts blocked on pavement. First lot of engineers couldnt fix external installation as that is another team. Engineers failed to turn up twice to address. Got 3rd date. Customer care awful. Can't explain when ducts repaired so they have given me another date. So I challenged them so your going to do the pavement and the external installation and internal instalation on the same day then. I've told them if it doesn't get sorted on 3rd attempt im cancelling my order.
- Location
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- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-11-09
- Comments
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I would not recommend this company, CUSTOMER SERVICE BIG ZERO, MY BILL SHOULD BE £22.97 - PROMOTION HAHA MY BILL IS £31 - WHY ??? BECAUSE THIS COMPANY ARE THIEVES
- Location
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- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
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To however care. I'm with Virginia media 12 years so far i was very happy but from September last year everything has change I was moving houses and the issue started. First, my installation was moving every month.i was hopping that is gonna happed this month but again has been moved to till 16 of march. So far I'm waiting for the installation over 6 months. Plus when I request for a free dongbel from person from pre installation team. He said yes so and he put me on hold for 30 min and he hangup how rude. So I wasn't sure if I will have that FREE dongle or not. Next day I'm calling to pre installation team again. Lady tald me that person put information to the system but never been send. A week later I'm receiving email from Virgin media to pay 100£for item which first meant to be for free and never even have been posted. Lady from pre installation team said that she will cancel that transaction but 1 week later money was taking from my bank account (good job that I block that transfer). My point is that I spend (waist)almost 20h my time talking about my service which should be done few months ago and item which I never have received and never been posted. Also I request to speak with menager and this is also impossible ( is there any) I've been putting on hold and later people where hang up on me by or I've puting through to random person and they them hang up how rude and unprofessional. It's just a joke. Can someone give some explanation.
- Location
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- Location
- Hyde, cheshire
- Reviewing
- Virgin Media
- Date
- 2024-03-15
- Comments
-
Terrible company!
Poor speeds
Intermittent service constantly dropping out
30 day cancellation policy meaning they make you pay after you’ve cancelled!
Terrible customer service.
Avoid at all costs!
- Location
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- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2017-06-17
- Comments
-
Was with Virgin for a couple very good years before we had to move and they couldn't supply service in our area, so then we had to go with TalkTalk - which was horrendous - but at least got our speed to a reliable 64Mbps toward the end of our time with them.
Job offer came up in London and after the service we'd had with TalkTalk, imagine my joy when I found out we could switch to Virgin again. After the switch, I noticed the 100Mbps we were paying for wasn't happening, I was getting about 3Mbps at peak times with wireless (only on my computer). Giving them the benefit of the doubt, I decided to take their advice and go wired. Speed was great for a month or two - I was getting about 90Mbps - but in recent weeks its just done a complete 360. I've had speeds as low as 0.5Mbps.
After calling, I was told that there's a fault and that they would text us when the fault was sorted. No text, but after a restart a couple days later, our speed was back up only to drop two hours after. A couple days after that, our speed was back to normal, which I enjoyed for till Friday this week (had me down to 4Mbps). So I called them again and they said they're upgrading the service in our area to deal with the high demand. I believed them till I looked on the internet. Lots of people making complaints and getting the same line.
Thinking about moving providers, but there doesn't seem to be any ISP that provides consistently good service. I wouldn't advise going with Virgin if you're thinking about it, they seem really overrated now.
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
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My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.
- Location
-
- Location
- Dincaster
- Reviewing
- Virgin Media
- Date
- 2015-06-16
- Comments
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I moved from talk talk because it's was unreliable but Virgin is even worse. I work from home so rely on good broadband. Tonight I'm trying to watch Netflix and it's no go, again !!! It's advertised as the best broadband - in your dreams Richard!
- Location
-
- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2019-02-21
- Comments
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Awful service! Awful customer service! Staff provide you with false information when you ring up to enquire about faults to avoid having to pay compensation.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2019-06-02
- Comments
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I have now over 5 months with virgin and had problems with the internet every single week... is the worst broadband I had so far
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-06-09
- Comments
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Virgin media is total a fraud and I have been told by virgin media that they do only soft search on your credit history. But they did hard search on my credit history and damaged my score. Also complained but after 10 days contacted again and been told there's no complain on their system, second time complaint and beed promised I will receive the reference number through the post email but never received so I'm thinking to take a legal action against the virgin media.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2019-06-29
- Comments
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Unreliable. Frequent outages. Unhelpful customer service. Avoid.
- Location
-
- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
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Awful experience they cut off my internet during installation and left with me with nothing, no engineer to fix it even a week later, I had to fix it myself. Customer services not interested, engineer booked but didn't turn up. Tried to cancel my account but they refused! Had to cancel in writing and just ignoring them now. Avoid!!!
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2023-01-17
- Comments
-
Been trying to cancel my contract for 4 hours and they keep hanging up on me I'm within my 14-day cancellation period
- Location
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- Location
- Cardiff, UK
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
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I would give this awful, horrible company with its terrible tech and customer service 0 stars if TrustPilot would allow me to. I had the worst experience of my life dealing with a company as a customer from this company, in the second month of my life in the UK. Shameful service and causes shame to the whole country because of this terrible service. I only went with them because I got a referral from a friend, luckily they didn't have any trouble but once they do, I'm pretty sure they'll come here to write a review just like this one.
The customer service agents cannot speak or understand English correctly. The agent, who's name I can't remember, who answered my call when I first contacted VM had entered every single piece of my info incorrectly starting from my email address, last name, and even my contact number which is the one I called from. Funnily enough this person had misspelled the Gmail part of my email address as 'gimail' so I did not get any communication from VM after the initial setup of my contract. And when I called them to ask about the installation appointment, I had to call them 7 times to go through and get it set up. Then the installation appointment got cancelled twice. And finally after almost a month, when the installation person came, they explained to me clearly why I couldn't get VM to my property because there's no wiring that comes into the apartment. I live for rent, so I can't allow them to rewire the apartment, so only thing I could do is cancel it. They managed to waste a good part of a month of my life because they couldn't check in advance whether they have the connection to my address which is what they check at the very beginning when someoneasks to joing them. After this whole thing, they again called me and said they're going to reschedule the appointment to do the installation. The person who called this time too had absolutely no idea what went wrong with the installation. What ridiculous system they have in place, I don't know
- Location
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- Location
- liverpool
- Reviewing
- Virgin Media
- Date
- 2018-02-06
- Comments
-
Disgusting Company, was advise to upgrade service for better and cheaper deal. after 2 years of being a loyal customer my account has been blocked and no service for 5 weeks!!
- Location
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- Location
- Harrow, Londom
- Reviewing
- Virgin Media
- Date
- 2018-05-20
- Comments
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The worst network I've ever had. I can not believe that I was fooled by the gentleman who knocked at my door and told me that he was making me a good offer ... and I decided to give up on sky for virgin media. There is no signal except in the room where is located the router, if I go upstairs in the bedroom I no longer have signal and I pay £32 per month for this. The internet interrupts often, very often, sometimes even 2-3 days until the malfunction is solved. I have a lot of work to do on my laptop, a lot of projects for school and this is a disaster for me, not having internet. I try to call and tell them about the poor signal and they try to sell me 2 extensions for £50 each!!! But if the signal is bad even close to the router, what is the point of paying more? Fiber optic speed my a**!!!
- Location
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- Location
- melling
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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pay for 100 meg get between 4 and 10 most nights .
have complained for almost a year. you get a review date it comes and goes you get another and another
i have had at least 6 review dates
and to top it all off they keep over selling so the service (i use this term lightly) get's worse this is from someone who's been with them 10 years soon to be ex customer.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
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Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music now. I am sure no one will pick up the phone.Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music and was disconnected. You wont get worst customer service even in third world countries.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-10-03
- Comments
-
Absolute joke, literally nothing went wrong. Called in to cancel but they didn't log it so they charged me for an extra 2 months, when I told them I had left the property and couldn't return the equipment they charged me for that too.
I advise anyone to actively avoid Virgin Media.
- Location
-
- Location
- Westbury
- Reviewing
- Virgin Media
- Date
- 2022-12-05
- Comments
-
Would not recommend Virgin broadband to anyone.
Waited for ages to be set up by its specialist, as some external works were needed, only to find out the day before, that they would not be able to connect my property.
And I called them twice before, they assured me that everything is going as planned.
That's just silly. So much time wasted.
Avoid at any cost!!!
- Location
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- Location
- Tonbridge, Kent
- Reviewing
- Virgin Media
- Date
- 2023-01-01
- Comments
-
Avoid Virgin Media. Awful company. Took 4 months to install broadband and they still charged us while it wasn't working. Spent 20+ hours speaking to their customer service team on numerous calls to get it sorted. Still chasing compensation now. Please avoid. You don't need this BS in your life.
- Location
-
- Location
- Middlesbrough
- Reviewing
- Virgin Media
- Date
- 2023-03-10
- Comments
-
Your wifi range is absolutely abysmal im literally a floor above the wifi router and i cant even send a message on social media because of the connection issues, im directly above the router its shocking the service is shocking you all want a boot up the stinker and showing whats what.
- Location
-
- Location
- Wallasey
- Reviewing
- Virgin Media
- Date
- 2023-06-23
- Comments
-
Awful. Just awful.
Been with them less than a year and already had money stolen from us. Multiple payments taken for no reason, rises in contract costs that weren’t discussed beforehand. All this I could see past but they don’t even provide a basic working service.
I only have WiFi via virgin and their supply is rubbish. Cuts out multiple times a week for days on end. One minute their website says there’s an outage the other minute it says they’re not.
The customer service team won’t refund your monthly bill despite lack of services but will promise you a phone call within “4 hours”
not a good experience for a first time customer and definitely won’t be paying for their half assed services again.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-07
- Comments
-
The worst customer I've ever experienced. The internet speed was a third of the amount I was paying for. After two days of calling Virgin, and trying every suggestion offered, I was told I was being "throttled". I asked what that meant and was told that the server I was connected to was heavily used and "the computer" had "throttled" me. I explained that I wanted the service I was paying for and the agent informed me that there was nothing anyone could do for 30 days. He then said I had the option of speaking with the customer service department. After being on hold for a further 15 minutes the agent returned and said that I had been "locked out" which is why the call hadn't connected with customer service and that they would call me back directly. Customer service did call back and their suggestion was to reduce my Internet speed by half! I went on (with my patience wearing very, very thin) that the very reason I called originally was due to the poor Internet speed. The agent explained there was nothing he could do and wouldn't refer me to a manager. I have been a loyal customer of Virgin for over 5 years. I have never, ever experienced such dreadful customer service. The lack of care, empathy and general appreciation is on a scale I wouldn't expect from a discount, budget brand that can't afford to invest in its staff. Richard Branson, is this the vision for Virgin in a world driven by the customer experience? Wow!
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2017-03-26
- Comments
-
Virgin media has reputation not able to provide the full internet speed as they describe at the time of sale. If you look most of reviews, most of customer have internet speed issue. They also have poor customer service that mean they don't listen once the customer is bound in the contract. Please think about 1000 times before going into rubbish contract.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2017-07-20
- Comments
-
Slow and laggy internet. Worst service ever
- 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.