4,684 Customer Reviews over 118 pages
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- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2021-07-18
- Comments
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Failed to apply the £75 discount for new customers, made to feel it was my fault. They take no responsibility for their incompetence. Broadband disconnects my devices almost on a daily basis.
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2023-12-04
- Comments
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Total waste of money, I upped my speed and have gotten a less reliable service. What an absolute shambles of a company with no accountability or person to talk about the issues. Has turned not a faceless organisation with poor customer service and reliable internet speed and strength.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2024-04-05
- Comments
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Avoid Virgin at all costs. They charge exorbitant fees to cancel the contract, but also charge ridiculous fees to do anything in general. We upgraded our broadband to the most costly package because our wifi was working so poorly. The upgrade didn’t help and customer service was not helpful whatsoever in trying to rectify the issue. They made us go through the whole process of using their app to assess the broadband in each room. The app showed the quality of our broadband was poor in more than half the rooms, yet we still didn’t qualify for wifi extenders to be installed. When we inquired further, we were told they could send an engineer, but if they “decided” nothing was wrong, they would charge us £25 for the visit. Absolutely ridiculous, don’t waste your money!
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-01-23
- Comments
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I would not recommend Virgin Media to anyone. The small print bites you on the back and you are trapped once you sign for it. They treat you as a bill payer and not a customer. All they want is money and you are just one among their numbers. No consideration for any situation. When you call them to sign up for a contract they are angels. Once you are with them, they dont care. Who have the time to take them to consumer court. So all you do is pay them till the end of contract and say a big good bye!
- Location
-
- Location
- Raynes Park
- Reviewing
- Virgin Media
- Date
- 2015-07-08
- Comments
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There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
- Location
-
- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-07-20
- Comments
-
Avoid at all costs!
Bad & slow internet and they will change your monthly plan without even asking.
I got charged €80 instead of €37 saying I was on a promotion plan.I called and cancelled, 2 weeks later I call again and check and I find out I have to send an email and I am stuck for another 30 days with them.
I just stopped the direct debit.
AVOID AVOID AVOID
- Location
-
- Location
- Bath
- Reviewing
- Virgin Media
- Date
- 2019-10-14
- Comments
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The worse ever broadband provider ! Charging me for second tv box when I actually have only one TV at home , how t hell will use 2 tv box with 1 TV , absolutely ridiculous!
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-09-06
- Comments
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Beyond shocking service for years with ongoing problems with intermittent broadband service which Virgin simply will not/cannot sort. I have taken entire days off work to be lied to about future improvements in service and having to endure a litany of creative, lily-livered excuses about the cause of problems. Appalling customer service with rude support staff in India out of hours - just don't even bother phoning. You'll be placated with BS made up on the hoof by whomever you happen to be talking to. Whilst the single redeeming feature of Virgin's service is that broadly honest and knowledgeable engineers can and do (eventually) visit in case of faults, this is nullified by the fact that their escalations for specialist intervention are simply ignored so problems invariably persist. I cannot recommend opting for another supplier strongly enough; I will be switching now at long last - believe me, we are lazy users so it must be pretty bad for it to come to this! If you need a service that involves relying on Skype, streaming and working from home, look elsewhere.
- Location
-
- Location
- HP4
- Reviewing
- Virgin Media
- Date
- 2019-12-07
- Comments
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Service has declined. Main problem is availability because the loaded latency is up to around 400ms most of the time according to fast.com speed test. I was hit by price hike and pressured to upgrade from Vivid 50 to Vivid 100 which I refused to do because of poor responsiveness of simple database apps on the connection. I have been urged to make a complaint but that is just too hard to get through to do. I think I will have to resort to snail mail. Contract started 22Oct17 Time to leave.
- Location
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- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2024-01-26
- Comments
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VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; AVOID
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-06-17
- Comments
-
Don't waste your time or money
- Location
-
- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
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very very poor customer service
They make all the effort to charge you extra. My contract finished and VM kept charging me saying it is my responsibility to inform them about my contract ended. They put me on new contract with increase price without my consent. How on earth someone forcefully implement their new cost without acknowledging customers
very deceitful
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-09-02
- Comments
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Attention Avoid Virgin
Very bad experience from day one joining Virgin
My first installation don't go ahead due to bad cable installation on the phone for hours then New contract My second installation don't go ahead coz cable non bean instilled inginer left no curtesy call from Virgin bean 3 weeks since my first installation date then I wrote to them with complain letter no answer at all then after my second installation date Virgin mail me 3 contract to sign to I phoned then to cancel my activation coz I loose trust in Virgin they will come and connect my services with a third installation.
Very Very bad experience bad costumer service can't get nothing right after I cancel my installation date I riceve call from Virgin where I did write my complain was so confident for them call me as soon as I cancel my installation saying sorry you left us we can offer you nothing but only 20 £ after all mess they did rubbish
- Location
-
- Location
- Kingston
- Reviewing
- Virgin Media
- Date
- 2019-11-28
- Comments
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Customer services department is full of Psycho's, even on chat (when they know everything is recorded they are nasty at their best).
When you broadband contract is ending and you are about to pay more they will try their best to up sell you.
The first thing you should say to them is my broadband contract is ending and I would like to terminate the service when it ends....
At this point only they will try to give you a better price and package.
I did a mistake, my broadband contract was about to end and I wanted to sign up for another year, the person on chat was just not willing to extend me to another year unless I upgrade my package to double the speed!
At this point I was pissed off, signed up for another provider and called them to terminate my services, to my surprise they were very polite initially, is there anything we can do about price? I said no I already discussed this, sorry please close my account.
Now they know that I'm sure to leave, their nasty side kicks in....
Sir you need to give us one month notice if you wan't to leave, I said I only signed up for 12 months minimum and after that can leave any time, they cannot do that.
Unfortunately they are in business of providing very high speed broadband, which I don't need....
I stream on TV, computer at same time, while 3 mobile devices are connected and no issues with a 36MB broadband connection....
I'm done with VM once and for all, having used them for 5+ years.....
- Location
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- Location
- South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2020-01-24
- Comments
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If you could give no stars I would give them that. Worse company ever!!!!
Could never get a signal in any room I live in a 2 bed flat ridiculous to say the least. Call to get someone out good luck they don’t show. The best of all they don’t understand the words of cancelling and continue to charge you even though you haven’t used the services in 2 months. Waste of money £40 just for WiFi nothing else included. These guys love wasting your money and your time. Very contradicting on the phone, worst customer service I’ve know in my life. Honestly Virgin Media you can shove it. GO WITH SKY GET MORE FOR YOUR MONEY DON’T LET THERE LIES GET YOU.
- Location
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- Location
- London Tothenham
- Reviewing
- Virgin Media
- Date
- 2020-01-30
- Comments
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Very bad experience!!!l don’t recommend at all!they try to charge a lot of money!
- Location
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- Location
- Upminster, Essex
- Reviewing
- Virgin Media
- Date
- 2022-12-06
- Comments
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Do yourself a favour and keep clear from using this company unless you have hours of your life to waste. Absolutely disgusting service, appalling customer service and inexistent continuity in client care. I am making this publication hoping that I will prevent other people experiencing the pain and time waste I have been put through. Even though it’s almost traumatic for me to go through this timeline of events:
My partner first signed up for Virgin Fibre Broadband services in October 2022. We were told we had to wait about a month until the installation could be done – during that month we contacted Virgin twice to make sure that the cable/ pre-installation work had been done as we knew the area surrounding the house was owned by a property management company and suspected a permit must be needed. Each time we were reassured the external work had been done and there was no expected delay for the engineer visit and installation of services on the 2/11/22. On that day, the engineer said he could not install the services as the external work hadn’t been done. This was then the beginning of countless hours on the phone to try to understand what the problem was.
We then got an email out of the blue saying “I am sorry to hear you have cancelled our services”. We called Virgin to see why we received that and they said they could not explain it (shocker) – in their records we had cancelled it (but couldn’t say how and there were no records of it (!!). We then had to sign up all over again, with the sales team questioning the prices and not honouring the original offer. We asked them to go back on the record and listen to the original phone call but they seemed unable to do this – again not being able to offer any continuity.
After that, I stayed on hold for hours and transferred to the wrong people more times than I can count. I would try to have any sort of continuity by remembering the people’s names to then be told I was speaking to a different call centre altogether or the previous person had made no notes. I was reassured by Virgin that the visit would be done “that day” so many tinmes – I waited days at home, not leaving, afraid I would miss the visit. Again, so much time wasted. The next day the pain of being on the phone again without getting any answers.
The lack of communication between the subcontractors who do the external work and Virgin is ridiculous – I kept being told they had no way of speaking to them! I assumed the delay was due to a permit problem (even though on the phone I was reassured countless times it wasn’t) so I contacted the property management company myself, asked them to sign a Wayleave and sent it to Virgin.
Finally, I am contacted by Stacey from Kelly who explained that the pre-installation team had been going to the wrong address all this time! Hence the cable work not been done yet. Even though we now knew the problem, they still could not tell me when the cable work would be done. I had to chase it again multiple times when then I am told they now needed a permit from the council. Days go by again and eventually they tell me the permit was for the 19/11/22 and then the engineer visit would be done on the 26/11/22. You have guessed right: not the external work nor the engineer visit happened AGAIN! Virgin sent us a dongle after we spent hours and hours on the phone but that did not even work properly as our house has very poor signal (hence we needing the fibre installed).
This has caused an immense inconvenience in our personal and work lives. It's now 6/12/22 and when I called Virgin today I got the usual “we have a note on our system saying the work will be done today” – a sentence I have heard over 10 times in the past month! We STILL DO NOT HAVE INTERNET (it’s been over a month). This is an absolute joke.
To make it all even better, when we claimed the compensation we are entitled to according to the website “£5.25 per day if we don’t install your services on the promised day until installation is complete” they have also said no and given us a £26.24 cheque instead. Seems fair, right?
Please learn from this experience, and use a company with minimum dedication to costumer service instead.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-05-22
- Comments
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Their installation team were abismall. It took them 3 weeks to try and get a line to my house. They moved my dates without informing me and each person on their customer services team told me different things. In the end, I gave them a deadline by which to go live. They said they could bu they messed it up so I went ahead and cancelled my order. Unbelievably poor customer service. Stay away
- Location
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- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2017-10-02
- Comments
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This is possibly the worst ISP I've ever dealt with. I recently signed up for virgin media business as I operate with a few small companies a variety of servers. They are awful the contractor came in and shoved the box on the end didn't test it and signed it off as complete. He left a mess behind and behaved totally unprofessionally. Tried to resolve this with customer service and so far no luck been waiting for days have had around 100 hours down time evethough they're contracted for 24 hours down time. Their foreign call centres are impossible to deal with. While the companies professionalism is unequalled in its poor quality. I've also been informed there is likely to be problems with my static IPs due to more faults at their end. I work in a technology role in my main full time job and while I work at a company and have any say what so ever I will never, ever use virgin media services again.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-27
- Comments
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The speed is up and down, many technical issues in the area, especial in the evenings, they use an app for communication, which is really bad, I did not have access to my account many times, I couldn't see my account or change anything in my account, the customer service on call disconnect the calls, they provide wrong information, really bad communication. I had to move the contract into another property, really difficult, hours on the phone with different departments which were giving me different information, takes ages to move your contract. Not recommend to anybody. 0 stars
- Location
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- Location
- Harlow, Essex
- Reviewing
- Virgin Media
- Date
- 2018-04-26
- Comments
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Service gets worse every day. They DELIBERATELY slow down network speeds, and then you get emails, phone calls and visits from the local services staff. They all want to change the older service to v6. I've had v6 since it was developed, and it had to be changed 3 times before it sort-of 'worked'. All in all I'm not too happy about it, since they charge about 20% more than Sky and have far fewer channels. One further point, why does their owner dress up in girl's clothes??
- Location
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- Location
- Leigh
- Reviewing
- Virgin Media
- Date
- 2018-12-12
- Comments
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Virgin have increases my bill several times since I joined them so just changed to talk talk as they are cheaper. They have now tried to bill me £77 for leaving even though I am outside my contract. Person I phoned to cancel became angry and argumentative with me for leaving and now they are charging me to leave. AVOID THIS COMPANY!
- Location
-
- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2016-01-01
- Comments
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I was paying 50 pounds per month for virgin phone line and internet,I was made homeless and had nowhere to live with 6 months left on my package they refused to stop contract wouldn't stop charging me I had no money and was homeless I was not using the service or living at the address.i had to take loans to pay for this ruined my credit rating customer service was very poor I was being overcharged by virgin I was with them more then a year new customers were getting better deals there broadband speed is all lies u don't get what u pay for.ok at the same address where the virgin media was installed has now got sky much better company and willing to help you not looking to milk you like virgin media the sky deal at the same address is 208 pounds a year with a 100 pounds m&s cash back not even the fastest broadband but is still faster then virgin media with sky 108 pounds for the year with Virgin 600 pounds.the sky broadband is faster then virgin at the same address and around 500 pounds cheaper better overall satisfaction.virgin media just want to get as much money out of you loyalty means nothing every new customer gets a better deal then you now they just keep sending junk mail to me every week about just for me exclusive offers which is more lies because every non Virginia media receives so it's not exclusive very poor company I would never use any virgin again they are a ruthless company I will run into a brick wall with there customer services
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
-
Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
- Location
-
- Location
- Gloucester
- Reviewing
- Virgin Media
- Date
- 2021-05-13
- Comments
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Greatest saddest about VirginMedia broadband and V/M tv box main problem after 2021 because broadband ran very slowly and also tv box ran very very slow that I contacted V/M via texts BUT they said it still works. A engineer came here to put old broadband box instead of new broadband and also old tv box instead of new box and then I contacted them and they said other departments other department other departments or departments that it is making me more stressing and hurting my body because I am over 77 years old and profoundly deafness that V/M are still labelling my body because V/M are still ignoring to reading Disability Discrimination Act forever. V/M should be close down possible because under DDAct. Now withdraw all V/M router, tv box and etc. which throw away because V/M can take second hand boxes to other people that's not fair that they MUST have NEW BOXES in the future.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-14
- Comments
-
Terrible service, waste your time for hours on customer service. Don't believe them if they claim to have a special offer, they'll increase the price massively and then don't understand the concept of a contract.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-27
- Comments
-
This guys are the worst anyone can deal with. Do not use them as they will milk you out of your money and their coverage is the worst in the UK.
Poorly ran company trying always to milk people!
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
-
Appalling company. Terrible customer service, tricks you into other products and internet is incredibly poor quality . AVOID AVOID AVOID
- Location
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- Location
- Macclesfield
- Reviewing
- Virgin Media
- Date
- 2018-01-28
- Comments
-
What an absolute joke this company is. After 20 years with Virgin we have been having broadband issues for the last 2 years. I pay 100 a month for basic package with 200mb download. The average speed I get is 10. I have been given a 2 week refund as the broadband keeps going off 10 to 15 times a day. They gave me £3. What an absolute joke. So does that mean I should only be paying £6 a month as that's all its worth. Waited in all day for the engineers to replace cable didn't turn up. Virgin don't give a crap about there customers and this just proves it. Goodbye Virgin .
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-12-12
- Comments
-
Down second time in 2 month. Takes over 15min to answer the phone and takes even longer to fix my problems.
- Location
-
- Location
- TF1 5FE Ketley shropshire
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
-
at present we are running at 0.96mb should be according to the blurb 80.0 sadley lacking
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-04-08
- Comments
-
Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
- Location
-
- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2019-11-23
- Comments
-
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
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2020-02-29
- Comments
-
The company is a monopoly.
They treated me so badly.
it is a terrible company. I highly recommend to avoid them.
I did a 1 year contract and htey told me that i could move the contract around.
I tried to move the contract to a house in central london 2 mins from the original house. Both houses are near St Paul in a super central area.
In the new house there was no Virgin media connection but there was sky and BT.
I was charged £100.
I have 0 customer respect for Virgin Media. It is in a monopolistic markte and they treat customers super badly.
If i were a Virgin Media manager I would look at these reviews.
I hope customers will realize soon on how bad you are.
By the way your customer service team is super under staffed and the wait time is super bad......
From a customer who super dislike Virgin media
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-02-12
- Comments
-
They make everything difficult, spent hours on chat or phone to shorted out simple query! AVOID AVOID AVOID
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-11-10
- Comments
-
I have requested the internet connection on 26th of Sep , virgin media kept changing the installation date and today is 10th of November and I'm still waiting for the internet connection, despite many calls and promises that the service will be supplied long way before 10th of Nov , through out many calls I felt the lack of transparency and credibility with their customer service , a very low level service and it quite obvious is not governed by a mature process or clear message that they can't serve my area at this point of time and their technical problems might take a very long time to be resolved.
Watch out of this supplier , because it turns out that their infrastructure is not ready in my area , they locked me for more than 40 days where they are not technically ready to get us connected, if this is the way virgin media locking their customer , I believe they have to be investigated by the local telecomm ofcom authority.
I don't have an active line that has never been supplied yet so I have requested to cancel the service and they asked my to bear the cost of sending back their equipment back.
If they have been honest and transparent , I could have the internet a month ago from other suppliers. And if they have an atom of professionalism they should not ask me to bear the cost of sending their equipment back where I never had the service up.
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2024-03-07
- Comments
-
Horrible customer service. If you don’t watch what you order they will add more money to your service. They pass you from person to person very horrible. Customer service would never recommend them
- Location
-
- Location
- sutton
- Reviewing
- Virgin Media
- Date
- 2018-01-23
- Comments
-
My phone is not working for the whole day .Last month and before my broad band was not working .The service is unsatisfactory for the money I pay every month. If I am not compensated for the loss off service. I intent to go to another provider as my contract finishes next month
- Location
-
- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2012-10-01
- Comments
-
Hi There,
I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
*Intermittant service, I twice received refunds for lousy connections and intermiitant service
*No fixed IP- my own website could not be accessed via the Virgin service
*Virgin support told me that my inability to view my own site was because of bad html coding!
*Sometimes days without any connection- apprently a problem at the exchange.
*Customer service no help- tried to blame me
*Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
*Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.
Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!
All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
Sincerely
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-03-10
- Comments
-
Hopeless! Constant connection dropouts and very unreliable. Contact technical support which takes an hour and most of them cant understand the problem and therefore cant fix it. After requests to do 2 factory resets, I gave up.
Impossible to host zoom conferences, I complained and asked them to look into it then got an email saying complaint resolved, apology to customer!
Dont believe the swanky advertising!
- 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.