4,684 Customer Reviews over 118 pages
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- Location
- Erith
- Reviewing
- Virgin Media
- Date
- 2016-08-31
- Comments
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bunch of imbeciles... we moved into a new house, and signed up to Virgin Media for phone+broadband
They took the wrong address, then they messed up the order, so there was a lot of confusion with moving things over to the correct address, which they obviously don't have the brainpower to handle.
Had to do sooooo many calls, repeat the same things to every single person to sort this out; still not sure everything is done correctly, will have to see the first bill, and probably contact them again.
Oh, also, they LIE TO YOU AT EVERY TURN!!! 9 out of 10 things they told me were lies, and when I told them that because of their incompetence and lies I am losing money, they suggested that I just buy a mobile add-on and use that for internet access! So I told them that I shouldn't have to invest in anything, as I did nothing wrong, and will start looking for compensation, they told me that not being a business account holder, I am not eligible to any compensation. So, basically, they can treat you like scum and get away with it!
Too tired now, will come back to add more later!:)
- Location
-
- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2016-10-11
- Comments
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We have the top broadband package and are suppose to get 200mps, however we never get anywhere near that on a good day we will get max 50mps, we have constant problems with the broadband dropping out.
- Location
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- Location
- Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2017-04-16
- Comments
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Not the best network for gaming
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-08-14
- Comments
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Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
- Location
-
- Location
- macclesfield
- Reviewing
- Virgin Media
- Date
- 2022-03-02
- Comments
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Solid and dependable but very average wi fi strength and speed compared to BT
- Location
-
- Location
- Caterham, Surrey
- Reviewing
- Virgin Media
- Date
- 2021-08-07
- Comments
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The broadband I actually think is good and reliable in my long experience. But the customer service is so so so abysmal its untrue. You can speak to someone fairly quickly, but they almost certainly can't help you and then you go on hold for the person that can, this takes forever and there is a very good chance you will get cut off! I know, I have been a long term customer and have had so so so many poor poor poor experiences! They just don't care to sort this major issue.
- Location
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- Location
- London West/South West
- Reviewing
- Virgin Media
- Date
- 2017-01-12
- Comments
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This applies to Virgin Area 21: West/South west London. High DL speeds, slow UL speeds for fibre packages (except the highest). VERY HIGH UTILIZATION in this area. Your connection will be nuked even during non-peak times. This is even after an upgrade in the area, so expect issues in this area until 2020.
Not that they will even tell you this, they'll just say there is a connection problem, but not make this known when you login to your account to check any issues with broadband, you'll have to find this information out if you complain. Not very transparent simply because they oversell their network and don't invest in improvements until their market research shows unsubscribes. As a loyal customer of more than a decade, they will not head your complaints, they only listen to money - if people leave, they will do something about it, but only if enough leave.
If you live in West/South west London, your bet is to use BT's Openreach network, which is much more reliable. Virgin peak speed - <10% of what I paid for.
- Location
-
- Location
- berkshire
- Reviewing
- Virgin Media
- Date
- 2020-07-24
- Comments
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All was good with VIRGIN until I decided to cancel….been a loyal customer for years and would have recommended them BUT UNTIL I TRIED TO CANCEL….I am moving and needed to cancel my contract and virgin do not cover our new address....BUT!!!!!it is near impossible to cancel, took me over 4 hours to achieve this, on the phone for over 2-3 hours cut off twice...told I could not cancel by phone and to go on web site chat....did this again over 3 hours on line and did not get any response during this time.....very disappointed as up to cancelling I would have recommended virgin..... virgin aware on my frustration and disappointment BE VERY SURPRISED IF I GET RESPONSE??..... VIRGIN MAKE IT AS DIFFICULT AS POSSIBLE TO CANCEL...….due to the current coronavirus there will be a lot of people in financial difficulties and they make it near on impossible to cancel....who has time to hang on phone for 4 hours trying to exercise the right to cancel!!!!!!!!!
It is absolutely disgusting the way they treat loyal customers …..on the phone I was told in no uncertain terms I could not cancel via phone..BUT I COULD ADD OR CANCEL SOME OF MY FEATURES ON THE PHONE!!!!!!.....I was told someone would ring me back....never did....asked to speak to a manager ….said I would hold until they were free...I did this for 45 minutes and then was cut off....they had took my number and promised call back if cut off…….never happened what a surprise!!!!!!!!
I am really angry and would never recommend or use any virgin products again
I HAVE WASTED OVER 4 HOURS TRYING TO DO ONE SIMPLE TASK!!!
WHY DON’T THEY ….have link on your personal online account where you can cancel contract??????????????
WHY DON’T’ THEY ...make cancelling contract on phone easy...…
BECAUSE THEY TREAT CUSTOMERS WITH CONTEMPT!!!!!!!!!!
- Location
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- Location
- WYTHENSHAWE
- Reviewing
- Virgin Media
- Date
- 2017-05-23
- Comments
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I used to work for virgin and was selling it like it was an amazing servo e and thought I knew everything about it.....WORSE MISTAKE I EVER MADE. Becoming a customer after I had moved into an area that allowed virgin I was excited to finally have the service.....i hate it half way through a programme it shuts down on Netflix or hay u I never get to watch what I want iv applied to go back to sky immediately I can't wait.....dont get this service most of u will regret it and our bill went from 50 to 90 pounds and there's nothing you can do once your in that contract...never been reimbursed for any loss of service as everyone we call up the message says they're aware of the fault n never let u speak to anyone it's disgusting do t bother with it.
- Location
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- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2018-03-27
- Comments
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Why do I only get a satisfaction survey after a satisfactory telephone conversation? Perhaps it's a language problem when dealing with someone who's first language isn't English. Perhaps it's just me?
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-10
- Comments
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WiFi just Disappears intermittently. It is incredibly frustrating
- Location
-
- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2017-04-03
- Comments
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Virgin media has a reputation but not able to provide good customer service.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-26
- Comments
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If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2015-04-24
- Comments
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I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
- Location
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- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2022-03-21
- Comments
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I have had virgin broadband for 20 years which supplied good broadband however. The cost of the service is over double their competitors and the customer service is so very very bad and you cant trust the operator. I called them and waited a long time (which I had to pay for) I then asked for them to cancel my broadband and mobile contract - they didn't and I have called twice! I am running up another costly month (this has happened twice!) Very poor.
- Location
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- Location
- Heathrow
- Reviewing
- Virgin Media
- Date
- 2017-08-12
- Comments
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signed up for VM ON 26 July 2017 with a good 12 month deal that i was quite happy with. 11 days later I get a letter saying the price was going up by £2.99. I called customer service to see what was going on, their reply was 'its unfortunate we had to put the price up so early on in your contract but thats the way it goes sometimes'
Do I need to tell you I went potty. VM gave me the option of cancelling my contract, which I took them up on. They couldn't care less whether or not I stayed.
On the plus side I have to admit the speed and reliability was very good but their attitude stinks
- Location
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- Location
- livingston
- Reviewing
- Virgin Media
- Date
- 2009-11-13
- Comments
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it is all about sales with virgin , i have the top 50mb package at 45 pounds on it own and never have had anywher near this speed on avg over 26 weeks my speed was 11mb, virgin unhelpfull staff point out that 50mb is not what was promised at all, it is up to 50, not 50, most expensive but no where near the best, if the drinks industy sold beer in up to a pint but only supplied a pint once in a blue moon no one would buy beer, out and out dishonest
- Location
-
- Location
- Carbis
- Reviewing
- Virgin Media
- Date
- 2009-08-01
- Comments
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Never reached what I'm paying for in all the time I have been a customer. Stopping tomorrow
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2020-08-01
- Comments
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In terms of reliability and speed, it knocks or out of the park. However, when it comes to customer service and price, it is abhorrent. Where I live, you only have 1 option due to other companies having the correct equipment/accessibility. Therefore, I am forced to choose Virgin media. It has never been an issue until today where I was notified my 1 year contact was about to end. All I need Virgin Media for is broadband/WiFi, yet the price was going to shoot up to 55 pounds a month. I am in the Uk for only another 10 months. When I asked if it was possible to do a 10 month contract, I was told no and that it was either 55 pounds a month or the 18 month... when all I use it for is WiFI/Broadband. I was forced to do a 18 month contract but will only be here for 10 of those 18 months. Therefore, I am going to have to pay a hefty cancellation fee for the remaining months I didn’t use. The fact you can’t do your own timed contract or a year long contract is ridiculously stupid and will never recommend Virgin Media to another individual.
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Virgin Media broadband itself functioned well. We had a couple of broadband crashes over the year but besides that wifi operated okay. However, their customers service is terrible and unreliable. The falsely told us that they had not received a bill that I had clearly paid and demanded that we pay it again. After doing so, they later confirmed in having received the original payment. When I asked for a refund they failed to do so. This happened in March and 3 months later I still have not received my refund. I have been in contact with multiple departments of the Virgin Media team but they keep bouncing me off to departments. I have called them numerous times, visited their physical branch, sent them proof via post, contacted them via e-mail and their website but have yet to receive a transaction to my account, a miss that only occured due to their own inadequacy. I would not recommend Virgin Media, if you do not want to be scammed and keep your money.
- Location
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- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2021-01-11
- Comments
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Rang yesterday phone answered after an hour then transferred to accounts where I held on for another 30 mins before being cut of. I have filled out a complaints form and the biggest laugh is they confirmed receipt of my complaint and say they will get back to me within 28 DAYS, disgraceful. We are leaving after many years , not that they will be bothered.
- Location
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2017-04-17
- Comments
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There broadband is indeed the best on the market, fastest, most reliable in my experience. However there customer service is shocking and they will rob you for every extra £ they can make through their 'mistakes'. Like logging you cancelled the contract. Not logging your referred by a friend discounts. They will charge you the full length and cost of your contract if you move house and they can't provide internet at that postcode.
We had 3 months of of super fast broadband but ended up having to pay over £300 for it
- Location
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- Location
- W3
- Reviewing
- Virgin Media
- Date
- 2018-07-16
- Comments
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This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
- Location
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- Location
- le2 3ga
- Reviewing
- Virgin Media
- Date
- 2009-11-22
- Comments
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slow broadband - I'm on 10mB, not a lot I know, but it shouldn't be this slow.
- Location
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- Location
- Studley Warwickshire
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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In September 2013 I signed the contract for 18 months. The first 6 months promotional offer was £14.99 and after promotional offer is £29.49. During this time they INCREASED PRICE and somehow service charge is £36.40 now!!! Very disappointed. They answer for this is always "investing".
- Location
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- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2015-01-15
- Comments
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Pitiful customer service featuring a labyryinth of passed over complaints, all I wanted to get a cable redirected to a new office 3 months for initial broadband with 4 site visits, then hours on phone totally unnecessary.
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2016-06-29
- Comments
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worse ever customer service, they are masters to leave you on hold for hours.... useless ever customer service
- Location
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- Location
- Sheffield uk
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
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Very poor cust,service India based,speed ok I've got 350 but very very expensive £61 just for fibre and phone,that's going up £4 in March and £10 after 18 months contract,daylight robbery.
- Location
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- Location
- Kingswinford, Dudley
- Reviewing
- Virgin Media
- Date
- 2019-09-24
- Comments
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When it's good it's good. When it goes down it's terrible, the customer service is useless, very hard to contact and when you get through they just pass you around and loads of B/S.
- Location
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- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2022-08-14
- Comments
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After virgin have messed about with my services. I now have no TV working in my home. After three calls to them in the same day I still have no services. The earliest they can get to me is in 10 days. Absolutely disgusting
- Location
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- Location
- stockport
- Reviewing
- Virgin Media
- Date
- 2009-11-27
- Comments
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Average is what I call Virgin Media Broadband. Customer service technical support not that great. whilst reporting a fault they said its been fixed just as my modem went off. they then change their mind and said its a modem fault. I know its not a modem fault (I am a network technician) most of the time the service is stable, a little slower than what I would like. Speed restictions are in place between 5pm and 11pm. when calling them they have automated selection which talks way too much. I would say to anyone thinking of joining them. most of the time its a fair service 80% of the time the other 20% I would say poor but not completey bad.
- Location
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- Location
- Andover
- Reviewing
- Virgin Media
- Date
- 2023-01-27
- Comments
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Everything is fine until something goes wrong.
Their customer service is appalling.
Recently had a what’s app chat that took almost 3hours to resolve!!
Shame on them
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2021-02-25
- Comments
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horrible service, my own mother was scammed by Virgin Media multiple times and had just heard from her today that virgin media were supposed to take 81 euro from her account as stated in the contract and took 189 EURO instead. i have no idea how you are so incapable at your a job that you can confuse 81 euro with 189 not to mention a few days ago they restricted her internet service because she didnt pay for a TV package {we do not have a TV Package} and took her a whole hour to get a slightly competent employee to start getting it back up. please do NOT go with this service it is a horrible decision and something you will regret
- Location
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- Location
- Edinburgh West End
- Reviewing
- Virgin Media
- Date
- 2017-05-01
- Comments
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Virgin fibre promises speeds of up to 200 Mbps - I average between 25 and 30 Mbps at best and my computer is literally beside the network router. Unfortunately there is no good alternative in my area which can offer a full TV and phone package as well - so much for the market delivering quality services and product!! Phoning Virgin to communicate issues is difficult as the Virgin Rep often does not understand a Scottish accent and frequently records information wrongly. Unfortunataly the accompanying TV package does not give access to Sky Atlantic, the Virgin TV interface is badly designed and the Tivo box often freezes while the wi-fi range does not cover my whole flat. I would like to move to SKY fibre if at all possible but surprisingly it not available in central Edinburgh.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-09
- Comments
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The original deal seemed to good to be true, 100mb and tv for £30 a month for 12 months. Half way through hey add £3 a month. In the last month the WiFi didn’t work for a week. And trying to contact customer services was impossible. We decide to cancel. Yet 2 months later are still being charged as they didn’t consider our cancellation and charged us a new improved price.
This company model is built on the completely wrong thing. And it’s a scam. Honestly the worst company to deal with.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2020-06-15
- Comments
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The broadband speed and reliability has been great. However, their customer services are awful. Once they have your money, any issue is your problem, not theirs.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-12-24
- Comments
-
Overall satisfied with Virgin Media but they made us a nice present for christmas. We are paying 43.99 per month (we are not even using the phone) and now they want to increase the bill by 3.99£ starting from the 1st of February. The bill will be around 50£ per month and I really think it's too much consider what they offer. But I have to say we haven't got any problem with the broadband, tvbox until now so they are quite reliable.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2024-01-02
- Comments
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The product is acceptable however the renegotiation of service is appallingly. I experienced a brick wall when Virgin started to take out more money than I agreed. They would not refund or speak to me, failing to call be back and ignoring my repeated Emails. Its nearly impossible to cancel. My calls took 45 minutes to get through to cancellations and then the call disconnected. The has been going on for 6 months, after which I cancelled the direct debit. Because I didn't get to speak to someone, I emailed the person they told me too. Apparently this isn't acceptable. So frustrating, they are after all a communication company.
- Location
-
- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
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Virgin media's customer service sucks. I'll advice anybody looking for Virgin to look at other providers. In particular their billing and payment, they will pile up arbitrary charges and then use terms and conditions to nail you.
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
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The wifi is good. It doesn't cut out and it is very fast HOWEVER it costs an arm and a leg. They don't help out existing customers like they do new customers. Overall their customer service team are really unhelpful and rude (they basically say there is nothing they can do about charging me £45 a month for a service that new customers get for £23 a month..) Very poor.
- 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.