4,684 Customer Reviews over 118 pages
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- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2024-03-26
- Comments
-
Absolutely shocking customer service and contract.
You should seriously consider before signing a contract with Virgin Media since the price IS NOT fixed. Unless you're happy to pay for more than what you've contracted for, go for it.
Also, their customer support is absolutely shocking. Cheap outsourced Indian call centre who read off a script.
Virgin Media simply doesn't have the reputation it used to have
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2018-07-08
- Comments
-
Very unhappy with the customer service level of virgin media. Complain about the speed of my premium package kept fluctuating badly they said they couldn't do anything about it if the device was not connected via ethernet cable. I asked them to help me out they said yes but they would be a £99 callout charge for moving the router upstairs from downstairs. I waited for a week and one of their "engineers" came he literally stapled a cable to the barrister of the staircase and threw a large amount of cable wire upstairs, leaving it lying on the top of the stairs saying he could not do anymore. I had to spend the rest of my day sorting the wiring out neatly. Do not recommend this company, the customer database is big enough they don't care about new customers.
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2023-10-23
- Comments
-
Avoid!bad Costumer service my bills very expensive I asked to cancel then call me back told me they make discount and second bill more expensive!after I call again they make appointment to call me back and still nobady call they don’t care about old costumers.And when want cancel contract need to wait 2 hours tomorrow just I will cancel everything !never go back to virgin media!
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
-
Stay away if you have any sense.
Appalling service, very unreliable broadband and TV not much better.
Always putting prices up and not very good at being honest.
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
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absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2018-08-30
- Comments
-
Customer service is a joke. I called to cancel and i was transfered to 5 different people over an period of an hour and a half. Taken through security every single time, the 3rd person didnt even tell me i was being transferred and the 4th said i wouldnt be transferred and he was sorting it. 20 minutes later, the 5th person answered asking how he could help me. Now ive been forced to just cancel the direct debit with my bank, which is almost as simple as the customer service team.
- Location
-
- Location
- blackburn
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
-
Rabbis service, they have disconnected my broadband without inform me before my contract end I already paid in advance, I have lost my half day work and no internet during my son uni exam, when I tried to contact to customer service they did not know about my disconnection they keep transferring different departments almost for two hours, finally admitted they have disconnected by mistake I will get my service back in 72 hours, I asked for compactions they have clearly refused. Very bad service for big company. I think someone need to take legal action against about these of type service.
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2017-10-04
- Comments
-
Absolutely disgusting company to deal with. Took up the offer and was given installation date of 30th September. Engineer arrived and said only been instructed to install tv and broadband not phone as oversubscribed in area. Virgin obviously didn't care to inform me of this prior to sending engineer out for the install. Rang them as the engineer left and was passed from department to department till finally spoke to preinstall dept. Told me there was no problems with being oversubscribed and would arrange for an engineer to come back out on the 4th of October to install phone. In the meantime the tv and broadband kept disconnecting and reconnecting from the service. Today the engineer came out only to repeat what the first engineer said on the 30th... instead of connecting phone, reconnected broadband and tv and commented on how badly virgin wee managing the install. 2 agreed installs later rang again to be passed from pillar to post only to be told they were going to charge £55 P/M due to not being able to install phone and this was the cost of the tv and broadband package I had been put on without the phone. Swiftly told them to stick it as was their fault didn't inform me sooner and due to sending engineers out twice to hook up phone only to fail to deliver. Told me if wasn't happy to cancel. Told him i wanted to put formal complaint to which i was told i couldnt if i was going to csncel...so it was a choice between cough up more money for a reduced service or suck it up and complain which they would probably do naff all about. Went through to cancellations who then told me it would take them 30 days to refund me. Absolute farce of a company...over 4 hours wasted on the phone and to top it off lost our number we were porting over from sky. No apology...not one advisor accepted responsibility just kept passing the buck and if I dared to speak against them cut me off or transferred to another random department. Brought back memories of why I left in the first place years ago. Hope this company dies a horrible death will never be taking out any of their services again...
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2017-04-17
- Comments
-
It's just awful, i have 70mbs yet it works like 1mbs
- Location
-
- Location
- blackburn lancashire
- Reviewing
- Virgin Media
- Date
- 2009-11-26
- Comments
-
when speaking to a customer adviser you find you are speaking to somebody abroad they dont seem to understand English and after 20 minutes on the phone i gave up
- Location
-
- Location
- Blackheath
- Reviewing
- Virgin Media
- Date
- 2016-01-30
- Comments
-
I have been a Virgin customer for a long time and am fed up reading advertisements from Virgin telling me how fast my broadband is when it patently is not. The service offered by Virgin in SE3 is both unreliable and slow and all my conversations with Virgin end at the same place - they give me all kinds of flannel as to what it could be before they finally admit that the service in this area is overloaded and advise that I should try to change my broadband channel at busy times (it's like being a CB radio ham in the 1980's, good buddies!). I presently, and allegedly, have "up to 50mb of super fast broadband" - or if you ask them enough questions Virgin confirms that the 50mb is the maximum, they actually guarantee no minimum speed (if you are using a wifi connection).
It amazes me how broadband, a service that is essentially a utility now, can be so patently mis-sold, if a gas or electricity supplier provided a service as unreliable as Virgin they would go out of business.
- Location
-
- Location
- Blackheath, London
- Reviewing
- Virgin Media
- Date
- 2017-04-02
- Comments
-
I have been a Virgin (NTL) customer for 12 years, and the broadband reliability in SE3 is terrible. I have contacted Virgin at numerous times over the years in an attempt to resolve this - and been given all of the typical, and very tired "fixes" (eg. turn in on & off (yawn), change channel etc, etc). However, the reality is that the service is overloaded and inconsistent. The only thing worse than putting up with the sub-standard service offered by Virgin is trying to contact them to resolve it - last week I made 2 calls (therefore wasted about 1.5 hours) and was unable to even get through to Virgin's technical team (the people who say "have you tried turning it off and on?") - they're too busy solving problems to answer the phone. I also have Virgin TV - not quite as bad as the broadband, but it its own way slow, and painful. In summary, the services, and support offered by Virgin Media are a bad joke.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2018-08-29
- Comments
-
Worst internet ever and customer service is one of the worst there are rud and helpless.clueless and worst of all is the way the go on and on with the security details. Jokers
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2019-06-10
- Comments
-
We are constantly losing our connection, we never get to watch a complete episode of anything without having to wait for broadband to reconnect. It's such a nightmare. Even worse when we pause something and press play after a while, it's so frustrating when you've worked hard all day and just want to sit and relax with your family.I would definitely give less than 1 star.
Customer service is ok though and they sent out a booster, but no difference was made, 2 of the bedrooms still cant recieve broadband and we've followed all the guides to improve connection. Nothing has helped. Just paying for nothing every month.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2016-06-16
- Comments
-
We have the big kahuna package and the Internet connection is great and worth the money in that respect. As for the stupid remote- it's an utter nightmare!! You try using you tube- I swear, it makes you want to put your foot through your own tv!! Couldn't be more painful, it's slow and doesn't reckognise what you're typing, it doesn't do the space between words when you do it, it adds letters.. All sorts!! It makes the money paid become unworthy because you get that angry that you can't cope!! Please sort it out!! It makes me want to actually cry!!
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2014-12-14
- Comments
-
I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.
How wrong we're we.
Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.
After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.
Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2012-04-19
- Comments
-
Having recently switched to the 60mb Broadband deal, I am more than disappointed that I not not been able to achieve anywhere near this speed. I have completed several test over the past few days at different times of day with wildly varying results, however non of these come anywhere near the 60mb max. offered by my supplier.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2017-04-06
- Comments
-
At time of writing I have been a Virgin media customer for Six Years and five months - continuously. Due to a financial change in my circumstances I felt to need to sacrifice or reduce one of my virgin media services to make my monthly bill more manageable for me.
My orignal 18 month minimum term contact Long since expired and have been on rolling 30 day deal ever since.
So I call the help center and explain to them in full honestly my circumstances, telling them i would like to reduce one of my services slightly, to make monthly cost more manageable .. " Yes sir" I'm told, simply sign a new long term contract and we'll see what we can do for you on it.
No I say, I didnt ring to sign a new contract, I rang to tell you i'm happy stay with you I simply want to reduce one service to slightly lower the monthy costs, I'm long since out of contract so this shouldnt be a problem
No problem at all sir, but we cant adust your services unless you commit to a new long term contract.
me " So you are telling me i cannot add or remove or adjust my services at all in any way, without signing a 12month+ New Contract" "correct sir"
Now is it just me, or are they not only hancuffing themselves, but the customer too. Not to mention trying to blatently force a new contract upon them.
I was perfectly happy to stay with them on my current 30 day rolling arrangement, I simply wanted to sacrifice my high speed internet - for medium speed internet, to save a few pounds per month. So i'd still be their customer, and still paying them a near 3 figure per month amount. But NO apparently not good enough, outright told i CANNOT alter/adjust my services at all without signing a new long term contract, despite being in my 7th year of custom with them,
Result, terminated my services with virgin media. so their utter ridiculousness in being unwilling to HELP , costs them a long time customer AND hands me over to a rival instead for the same services.
well done virgin media well done.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2019-04-12
- Comments
-
After spending a full year with Virgin Mobile/Media/Broadband & paying for 100mb (which we did not receive for 1 year!!!) Finally, an engineer, who has been with Virgin for over 20 years & another engineer have got my husband & myself the signal we should have been receiving from day 1!!! Everytime we phoned Virgin to ask for help we were always told our broadband was running fine, when clearly it wasn't!!! Virgin make it almost an impossibility to leave them!!! When I received my first mobile phone bill there was an extra charge of £100:00!!! After several phone calls to Virgin, they finally agreed a member of staff from there Blackpool store had added a Smart Phone onto my account without my knowledge!!! I was given a £100:00 refund & 3 months of no bills but tbh, this should have been taken to the Police, fraud is a serious crime but as per usual Virgin manage to keep everything "In House," shall we say!!! Before I finish, I must say a "Huge Thank you" to Steven & Sean the Virgin engineers who actually know what they are doing...
it's only taken 1 year after all!!!
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2017-10-25
- Comments
-
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
- blackpool
- Reviewing
- Virgin Media
- Date
- 2014-04-02
- Comments
-
Very impressed. Easy to order on line, look around for discount codes dont always accept the first price that comes up.
Good communication. Engineer arrived as arranged and explained and set up everything including my laptop and internet tv.
All speeds as advertised.
Previously very disappointed with bt. I found my home powerline didnt get good speeds but that was down to older equipment not supporting the speed. Pleased that I moved.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2020-09-27
- Comments
-
Just had 100m fitted and its total crap.The worst thing though is customer service, some else commented that they're morons but they're far from it.Its a carefully worked plan to send you round in circles.lve ripped mine out
- Location
-
- Location
- Blackwater, Surrey
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
-
If there was an option to give zero stars I would!
Broadband claims are disgustingly inaccurate. I am currently on 100mbps with Virgin however I often receive less than 1mbps and I have multiple speed test results to prove it. Virgin themselves seem to do nothing but read a few lines from their script giving customers the poor excuse that 'its peak times' 'network traffic' etc etc.. I have speed results of less than 1mbps from all hours of all days in the week. Virgin was also recently on BBC's watchdog for false speed claims. Avoid at all cost! I have since moved to BT who offer lower max speeds however I reached those speeds with much greater frequency.
- Location
-
- Location
- Bloomsbury, London
- Reviewing
- Virgin Media
- Date
- 2014-01-27
- Comments
-
We were given an installation date on the 23rd of Jan. When calling to cancel my Sky contract they said services will be stopped on the same date, so we thought it was excellent timing.
On installation date a very rude engineer arrives who started complaining about my cats being around, then the cable was cut too short, trying to blame us for doing so. Then he said there was no signal on the cable and we needed the construction team to run a new cable to our property. I told him we have no internet and he assured us we'll receive a call from his manager within 20 mins as soon as he's off the conference call he was having. This didn't happen. 3 hours later we contacted customer services only to be promised another call back which, you guessed it, it never happened. Next day, Friday 24th, I went into a Virgin store where they assured me everything will be sorted pretty soon and I'll get a call by noon. Again, never happened. A call back was promised later that day from Customer services - you can see the pattern, it never happened. I just think they do everything possible to get you off the line because they can't be bothered talking to you.
Again on saturday after very lengthy conversation on the phone and many apologies, I was promised a call from the area manager(Glen Armstrong) on Monday morning, followed by a call from customer services(Demi) by 1pm, to see if everything was alright.
Neither of those happened by 2pm so I rang again. Plenty more apologies and nothing good. i was passed from department to department (7 in total), back and forth, all giving me conflicting information. One telling me that appointment wasn't made because the order was cancelled(who cancelled it is another question) and this is why we received no calls, the other apologising and saying it's Virgin's fault, the other saying it's my fault for cancelling Sky so early and installations can take longer (so why give me an exact date then???)... It's been absolutely dreadful, nerve-racking experience.
Conclusion is that no one in this company has any idea of what they're doing. I'm pretty sure their internet is super fast, and TV is great too, but I just couldn't deal with all the fuss to get to those services. They don't show the slightest interest in your custom and make you feel unwanted. By far the worst experience with a utility company to date!
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2017-03-03
- Location
-
- Location
- BOLTON
- Reviewing
- Virgin Media
- Date
- 2021-08-22
- Comments
-
I've been with Virgin Media since the days of NTL. 24 years to be precise. They used to be amazing. Quality, reliable, fast broadband.
Over the past 2 or 3 years this has all changed! It's so unreliable. Always down or very, very slow!
But my biggest gripe is the customer service. Lies, rudeness and incompetence. I've about 9 months left and then I won't ever be using this sham of a company ever again.
Honestly, from a very passive, honest individual, please stay clear from usibg/signing up with them. You'll regret it!
- Location
-
- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
-
Absolute rubbish. Poor products, unreliable, terrible customer service, promise the earth and deliver nothing but very quick to take my money. Switched to virgin from BT for broadband and telephone and from sky for tv in September. Up to now never had a consistant service. TV down for 5 days, broadband no connection for 2 weeks, telephone out of order for 9 days all on seperate occasions. Promised £100 voucher never received. Cost was free for 3 months half price for 9 months and then full price, yet they have already billed us and taken more than £200 from our account. Avoid at all costs go to anybody other than virgin. Only swapped my original providers because a salesman came to the door pestering us and felt pressured to sign up.
- Location
-
- Location
- BOLTON
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
Worst customer service ever,
avoid at all costs,
poor english,
habit of mis-selling contracts-overcharging,
constantly hang up phone,
break UK law by breaching SOGA and not willing to take responsibility for this.
- Location
-
- Location
- bolton
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2023-04-01
- Comments
-
Gave it 2 stars because the advert on tv with the bull on the motorbike is ace, must have cost lots, you can work the rest out. Robbers, don't use.
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2013-09-05
- Comments
-
I am totally dissatisfied with Virgin Media. The fair usage policy is utterly ridiculous. I get back from work, turn the computer on, and receive between 0.01kb/sec and 0.1kb/sec immediately. How is it reasonable that I am traffic managed when I have not been in the house to use the internet?
Virgin are the only fibre optic provider in my area, I will be downgrading to a 2mb connection that is stable.
May I also add that the customer service spent weeks goose chasing me around, and culminated in me being unable to cancel my account until the next day because the customer services department was closed (at 7:30pm!)
I wanted to file an OFCOM complaint, but the procedure was too complicated.
In summary, do NOT get Virgin broadband. You do NOT receive what you pay for.
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2021-03-04
- Comments
-
An extremely damaging company especially when it comes to mis-selling and poor customer service. Today they closed a complaint I opened in January citing because I didn’t get in touch after the first response, they assume I was happy with their resolution.
Only I did get in touch several times by email over the last month directly to the resolution team, I also called several times and was promised several calls back – none of which were returned, and I recorded all my outgoing calls! Finally, I sent a letter to their complaints department in Sunderland, citing my complaint, the original reference number, and copies of all correspondence. Royal Mail obtained a signature but still according to Virgin Media I didn’t get back in touch!
Even yesterday trying once again to resolve this on the phone I spoke to the resolution team who decided to pass me back through to Virgin Mobile an overseas call centre where the staff sound like robots and have absolutely no idea about customer service!
So, thanks Virgin Media and thanks to your outbound retention team based in sunny Birmingham for mis-selling. Please don’t respond asking me to text you, I think I have made adequate attempts to resolve this and you have failed. As for closing my complaint I have escalated it now to CISAS and the Financial Ombudsman, next stop the ICO for the fact your employee stole my bank details from my Virgin Media account and set up a direct debit with my bank for Virgin Mobile, I misuse of my personal data. You are an awful company and as soon as the next price increase occurs I am gone never to return and I’ll be taking at least seven different customers with me, friends and family who are absolutely appalled at how you have handled my complaint.
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2020-02-13
- Comments
-
Recommended 2 people who took up the offer. Saw nothing of the £50 bonus and neither did they. Tried to get this back but customer services either ignored us or hung up on us. Got 2 letters to say that they had tried to get in touch after we used resolver to complain, what a load of rubbish, it was a standard letter and they had never called or emailed. The speed is quite good but it drops every day so cannot be relied upon. As soon as our contract is up, we are leaving them and urge you to shop elsewhere.
- Location
-
- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2020-04-29
- Location
-
- Location
- bon
- Reviewing
- Virgin Media
- Date
- 2015-02-09
- Comments
-
awfull expierence, do not buy this one. sloww extremley unreliable
- Location
-
- Location
- Bonhill
- Reviewing
- Virgin Media
- Date
- 2016-02-05
- Comments
-
Be careful when you are at a adviser stall asking you to join as I done this recently and got my instualtion date and paid my deposit and I phoned up virgin today to see when it was getting put on as I took the day of work to wait in for it which means I lost £40 in wages and I now have disappointed brothers who have waited in all day on it and I lost my diposit as I can't provide the name of the advisor so i strongly recommend yous not to go for Virgin as you may stung like me so disappointed in Virginia thought they were a good company but they are not
- Location
-
- Location
- Bootle
- Reviewing
- Virgin Media
- Date
- 2021-08-03
- Comments
-
Virgin media customer service is vary bad. To contact them even at 8am you need to wait around 20/30min and then after long and pointless conversation you are in the same place as before but more opsed. They should provide me broadband 22/7 but they failed so they reschedule to 4/8 but then day before they informed me that they need more time so next attempt will be at 16/8. We will se but now I understand that installation dates are liquid and optimistic. Be ready to wait very long time to get it installed.
- Location
-
- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2015-11-05
- Comments
-
Went for 152Mbps and getting 7Mbps during peak times. Virgin have informed me it is a fault with their equipment and will take approximately 3 months to fix.
They will not allow me to exit my contract early even though I was told minimum speeds would be 140Mbps.
Customer service is non existent, they do not pass on information, call you when they have said they would. It seems that once they have you in, they could not care less!
- Location
-
- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2017-06-19
- Comments
-
If you are thinking of changing to virgin, all I can say is don't, I returned to virgin in February and the broadband is down more than its up, I have had a new router, new splitter, an attenuator but I am still getting issues, the biggest problem is there service, my broadband has been down since Saturday, it's Monday now after ringing 150 I am told the soonest they can send an engineer is Friday afternoon, not very good, so do yourself a favour and avoid
- Location
-
- Location
- borehamwood
- Reviewing
- Virgin Media
- Date
- 2019-12-09
- Comments
-
The relation between virgin and us is one sided. I could never contact them. The costumer service is very active just before signing the contract. After that they said goodbye and never answered.
- 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.