4,684 Customer Reviews over 118 pages
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- Location
- Somewhere
- Reviewing
- Virgin Media
- Date
- 2021-07-01
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-17
- Location
-
- Location
- Birmingham, West Midlands
- Reviewing
- Virgin Media
- Date
- 2019-11-09
- Comments
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Please, please, please for your sanity and peace of mind, don't go to this company for your home phone, broadband or any other service(s).
Listening & "hearing" you as the customer is not a privilege you can rely on when liaising with this company.
You'll get more from watching paint dry or picking yer nose, the choice is yours!!
- Location
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- Location
- Gloucestershire
- Reviewing
- Virgin Media
- Date
- 2017-07-23
- Comments
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Very unreliable for the amount of money I pay. Wifi constantly dropping with 1 mobile and 1 laptop connected. Have started using my 4G instead as it's more reliable. Constant reset needed. Engineers are sent out when complaints are made about the speed- doesn't fix the issue. Sent from department to department when calling customer services and end up speaking to various people in India who fail to understand my problem.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
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I was really impressed with Virgin media! I had some issues with starting an online account and my mobile bill and the customer service was extremely helpful and fast It was very good service.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2023-12-18
- Comments
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Avoid and save yourself an absolute nightmare. Awful customer service. Impossible to communicate with them as they never answer emails or leave you on hold for ages. Rubbish service. Total conmen. End up with threatening emails about credit rating. Avoid avoid avoid.
- Location
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- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2018-09-16
- Comments
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Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2017-07-25
- Comments
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Absolutely terrible customer service on the phone today with Lucy. Did not help resolve my issue at all. Thankfully my services with VM are ceasing from August! I've had to call every few months due to errors on my bills. Plus they never sent me the tablet promised to me at the commencement of my contract. Definitely will be sticking with Sky from now on.
- Location
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- Location
- Dagenham
- Reviewing
- Virgin Media
- Date
- 2017-10-03
- Comments
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Not even worth 1 * twice in few months i had their equipment broken. Im paying 36 a month for the most awful service in the uk. Takes ages till the engineer comes around and the 2nd time they didn't even came, when i came across with them on phone they hanged up. Don't recomend to anyone
- Location
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- Location
- SOUTHEND-ON-SEA
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-07-29
- Comments
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Quite frequent outages without any explanation. Complained over the phone and asked for compensation for broadband being down 4 days in the row. It's been 1 month and still haven't heard from them. When I finally decided to cancel my service I had to be transferred 3 times between different departments, go through security checking again and being on hold for more than 20 minutes until I finally hang up. Horrible service.
- Location
-
- Location
- CHEADLE
- Reviewing
- Virgin Media
- Date
- 2021-09-22
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-10-20
- Comments
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Worst company I have ever deal with. I signed up to a contract which offer an introductory discount. After I had placed my order, virgin media did not honour the discount. I complained multiple times and these emails contained cut and paste responses, but nothing helpful. They said they were unable to find anything which confirmed the offer on their end and after sending them a copy of the contract they had sent to me, they ignored my emails. In addition, they repeatedly got my name wrong in the replies on webchat and some emails. I asked for a letter of deadlock which was ignored and I asked them to cancel my services which they also ignored. Luckily I have now managed to cancel my contract via a telephone call which was also unnecessarily complicated but I have learnt my lesson. Do not go with the cheapest company, they are cheap for a reason. It is worth it to pay a bit extra to get good customer service.
I am also in the process of complaining to CISAS as virgin media are knowingly falsely advertising their products.
- Location
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- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2016-05-16
- Comments
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Virgin Media's sales team is full of cheaters/fraudsters. They call you to talk you through what you like and what you don't about Virgin Media. Then they offer you as a reward for your 'loyalty' some additional service at discounted prices. But at no stage they advise you that you will be entering into a new contract. Even though you they might ask them if there would be a new contract as a result of you taking up this new additional service; at no stage they disclose the true facts.
Only when you receive a email with a new contract , you find out that you have fraudulently been entered into a new contract that you were not made aware of over the phone.
I would rate the whole experience as unacceptable and awful. Recorded conversations can not be retrieved any longer. Overall customer service, follow up is pathetic and low standard.
- Location
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- Location
- cwmbran
- Reviewing
- Virgin Media
- Date
- 2019-09-14
- Comments
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THIS COMPANY DOES NOT GIVE A FLYING **** ABOUT ANYTHING BUT REVENUE. YOU AS CUSTOMERS ARE JUST BANK ACCOUNTS TO FLEECE. THE JOKE CUSTOMER SERVICE IS NOTHING BUT A DISTRACTION FROM MONEY MAKING. BE WARNED THEY JUST DON'T CARE - IT'S ALL ABOUT THE (YOUR) MONEY....
- Location
-
- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2020-10-11
- Comments
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most if not all of these wifi related issuese can be answered this way:
you dont pay for wifi you pay for broadband there 2 separate things no ISP can guarantee wifi as every home is different ( shape size furniture material ect.) and dont get me wrong i wish it was something that was made very clear as the general public dont seem to be aware of this unless they are techie minded( which most arent ) the fast the broadband coming into your house is great and helps but if you want great wifi thats up to the home owner. you get what you pay for like most things in life, the best at the moment is called a mesh network and you can buy from amazon or other electronic shops. you need to do some research on the matter but the wifi has nothing to do with your ISP...... they only provide the broadband again totally separte from wifi. but this goes for all ISP the difference is that Virgin media can provide way faster BROADBAND speeds than any one else.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-03
- Comments
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Virgin Media is now simply appalling. It is very expensive at £84 per month. It is not working more than its working and now I have had no access to email for two weeks! Just remember that, if things go wrong, there is no way known to humanity to contact their "customer service/tech support!
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-07-29
- Comments
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I've been with cable since the ntl days. Pleasing service until nearly two years ago. Broadband painfully slow and TV non-existant. Waste of time battling over the phone and any threat of leaving is dismissed as a bluff. Do they think D/L of between 2.9 (mainly) and 9.4Mbs (a good day) is value for money on a 50Mb package? U/L even worse! My opinion is that they are fooling themselves in delusions of grandeur. The days of fast reliable service i think are over. It is now time to change provider.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-22
- Comments
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I will give zero star if I can. Took up 9 months student contact. Problem from day 1. Every time you called, they read from a standard sheet to give you identical answers. Then sent you email once how to improve Wi-Fi. They failed to admit it's because too many houses from our road are using Virgin so slowing down the speed. Nothing to do with my Wi Fi box etc. Useless customer services I will terminate as soon as I can.
AVOID if you are in a high densely populated area.
- Location
-
- Location
- Hampshire UK
- Reviewing
- Virgin Media
- Date
- 2017-08-13
- Comments
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I Contacted Virgin as my internet was down yet again. They then told me there was a Fault at my address and booked an engineers Visit.
So i booked the day off for them.
Today i get a message to say the fault is fixed and the Engineer has been cancelled.
I Phoned them about compensation as i loose £80 for the day i booked of, Or at least get the Engineer to still visit and check things at my address.
I was told as the Fault was found there would be no engineer Visit as it was to much of a cost to Virgin and no Compensation would be awarded to me.
This is the 8th time they Cancelled the engineer in the last 12 Months.
That's £80 x 8 + £640 and still it cost them to much to sent the Damn Engineer out.
My Advise is avoid Virgin Fiber Broardband at all Costs.
They Really Don't Care about there Customers.
- Location
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- Location
- TW3 Whitton
- Reviewing
- Virgin Media
- Date
- 2021-01-08
- Comments
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Pathetic, appalling and poor service. Didn't realize i have been with them for almost a decade. I pay £61 a month for my package (mixed TV, 200 MBPS Broadband and Weekend calls on Phone). We don't use landline at all and TV is a rare scene but mostly the internet. They have promised 200 MBPS but in reality I don't even get 40 MBPS. What a shame. The internet connection is poor, intermittent. I have made numerous call to customer services but complete waste of time and the service is not worth the price you pay. They treat existing customers like milking cows knowing they are trapped in the contract. All discounted offers are for new customers again like anything other company but comparatively the service is completely degraded with no respect for customers.
- Location
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- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
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We are with Virgin Media since last six years but now I have noticed, since past two years virgin media service standard has gone down, specially the customer service has become a nightmare. These people think that they are owning us along with the company. My address was not changed even after one year, from the time I informed them. When I asked for an an explanation , they kept the phone down. Past couple of months my broad band speed has gone down like anything. My this month bill came equals to my 5 months bill. My calls/data everything were charged extra.. their call counter is not sync my phone's call counter. I was charged for that service which i have never used. Is Sir Richard Branson listening? He needs to be worried about his customer Service team. They only love to talk but don't want to listen.. as if you have made a biggest mistake of your life by calling them. Probably , they are the busier people than our honorable prime minister.. truly horrible .
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2019-06-29
- Comments
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Unreliable. Frequent outages. Unhelpful customer service. Avoid.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-06-17
- Comments
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Don't waste your time or money
- Location
-
- Location
- Waverley
- Reviewing
- Virgin Media
- Date
- 2016-11-19
- Comments
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The worst company I have every had the pleasure in dealing with
Rude incompantant staff who have no idea what they are doing. Please don't be fooled but the "we record all phone calls" as only 1 in about 100 are recorded!
- Location
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- Location
- Fife
- Reviewing
- Virgin Media
- Date
- 2019-09-11
- Location
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- Location
- North Shields
- Reviewing
- Virgin Media
- Date
- 2010-04-03
- Location
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- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2017-10-04
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-06-30
- Location
-
- Location
- Leeds,West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2022-05-22
- Comments
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When it works good. Get an a fault, for example spotty connection and after months still no b#@### good. Customer service thinks if they ask the same questions and do the same 'adjustments' they will get a different result. And complaints dept. take at least 1 month between emails
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-08-03
- Comments
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No costumer service... In existent 3 hours on the phone still waiting, they are a bad joke, but who care when they own half of the country.... About some bad reviews...
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Comments
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Hmm,where do i start....
Moved into a new house and called virgin media to get the internet,that was on 24 january 2021.
they schedule my installation on 9 feb.
On 10 feb received a message to reschedule to 26 feb.i called them every week since then and the answer was always the same : we will call you back when we have any news.BUT THEY NEVER CALL YOU BACK.
They offered me 25£ for every time they missed the appointments,got around 175£ there.
Because i was working from home i lost my job at the end of march because the company had to let me go as i was unable to do the work without internet.
In may 2021 they rescheduled 3 times the installation until june 4th.
On 17 june they call me (finnally) to let me know it will take more time to get the installation.I said NO and they cancelled the account and everything without even say sorry for the incovenience and no compensation given.
Their departments DO NOT COMMUNICATE between them.
The Customer Service is AWFUL.
PLEASE READ THIS AND DO NOT GO AND TRY TO GET THE SERVICE FROM THEM
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-06
- Comments
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Have been paying £30+ a month for a 50Mb/s connection. Over the last 3 months the average speed during evening time is approximately 2.5Mb/s. I can accept fluctuations but consistently getting 20x slower than advertised is just something else.
When calling their call centres more often than not I will get through to someone in their India centre who is clearly following some kind of pre-prepared instructions and gets completely thrown when asked anything not on the script.
I will be frequently asked to perform tasks which have been tried multiple times before without any luck in the hope it will work this time (it doesn't). Working in IT myself this is by far the most frustrating part of the experience.
In the previous call the operator was attempting to have me change my computers wi-fi settings to fix the wired connection. He continued to insist that I try to fix my computers wi-fi settings even after repeatedly informing him that this particular computer does not have one!
Overall borderline criminally slow speeds compared to what I'm paying for and awful customer service.
- Location
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- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2019-12-21
- Comments
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I had only bad experiences with Virgin Media, from start to finish:
1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted
mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00.
2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. Really poor communication from Virgin.
3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham.
Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence.
I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house,
i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left
at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there.
4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that.
I informed the lady about this, but said I wouldn't be able to be available for the installation soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore.
Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this.
Really abusive people. I would like to get in touch with a regulatory authority to mention this as I don't think this is good behaviour. I actually think it's abusive!!! If anyone is aware of this kind of authority please leave a comment to the review.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
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Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).
THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
- Location
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- Location
- Debden
- Reviewing
- Virgin Media
- Date
- 2016-01-13
- Comments
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Normal connection (fairly fast download but not so stable). The problem is when you have some issue: customer care is useless, they are super slow on coming back to you and it looks like they are pretty unable to solve technical problems.
On top of that they have oversold so the network is pretty stuck and overcrowded (it means that is pretty unusable during the evening and the week end).
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-17
- Comments
-
Hi all, Virgin Media is a good provider untill you have an issue.
Internet connection went down 10th of Jan, the first engineer came the 16th, and he left without telling us what he has done or what to do next, internet down, I had to call Customer Service several time to find out that he discovered a fault in a wire outside the house and someone was booked to fix it the 16th of Feb (a month later).
16th of feb: Another engineer appeared ten to one, and he sneaked out ten past one, same story, we had no idea what he did and if he fixed something.
Guess what..not only he didn't fix internet but tv wasn't working either.
Several calls to customer service later, and with several I mean 6 hours later, and after repeating the story too many time to too many people, no one was able not only to help me but not even to let me know if the engineer actually did something.
Long story short, another engineer booked for the 23rd of feb, 1 month and an half without internet... A provider should provide! Waste of money, time and health
- Location
-
- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2022-08-29
- Comments
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Awful customer service. Charged us £30 to not renew our contract, which had doubled in price. I don't understand how they can do that. Avoid at all costs.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2018-08-29
- Comments
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I find your service disgusting, I wanted to become a virgin media customer I applied and my order went though and they gave me a date for this to be fitted I waited in all day for a no show, I then contacted virgin media for them to tell me I had to pay an upfront cost even tho it’s stated FREE then to be told that it was due to my credit check I wasn’t aware of this happening and wasn’t notified so I waited in for nothing, I then exsplained this to one of the oparaters! It’s fauls advertising it should state FREE upfront cost prior to credit check, I then exsplined id go somewhere else and she tried to push other deals on me, that was the deal I wanted and wasn’t aware of the credit check and wasn’t aware id have to pay an up front cost, yous didn’t keep me updated on my order really not happy I think you should state things more clearly and keep your customers up to date in future!
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2017-04-28
- Comments
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Absolute lack of communication between departments and very unprofessional. I contacted sales rep as per instructions to cancel contract within the 14 day cooling off period. Got the usual but madam spiel. Was told contract would be cancelled. I asked if I would get confirmation and was told I would. Not trusting the rep, I emailed virgin media to confirm cancellation. Then a week later I receive a text saying they would be connecting me, replied to text that I had cancelled. Their reply to this was to not worry and they would phone me before installation day, next day they phone me on my mobile and leave a message re installation time and date.......sheesh. Company need to replace their workforce with a competent one!
- 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.