4,684 Customer Reviews over 118 pages
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- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2020-06-05
- Comments
-
I have been a virgin customer for 3years, contact is up for renewal in January 2021. Well that will not be happening, its back to Sky for me. Their broadband is all ways breaking down, so we have no TV, no landline, yet we pay all this money for the VIP bundle. Enough is enough Virgin. Good bye.
- Location
-
- Location
- WORTHING
- Reviewing
- Virgin Media
- Date
- 2020-06-11
- Comments
-
For the last 6 months we have been complaining about our broadband speed 10Mbs up >1Mbps down when working after changing the hub lots of phone calls and being told that nothing is wrong it is me. I finaly had an engineer call out there was no point him checking he told me that virgin no the problem there is a major network problem in Goring and there are not enough people to worry about he said that in maybe 7months we will start reconfiguring the network as it is over subscribed so for 6 month they new about the problem and would not come clean their customer services lied through there teeth and with another 7months befor remedial work that is effectivly over a year without a solid internet service they want there money but they are not interested in the customers. So tommorow I am connecting with Vodaphone and shortly they will have fibre optic in my area goodbye Virgin I will not be back. But I will be passing on your wonderful customer service to everyone i meet and try to sell vodaphone. If they do not hit there garunteed speed you do not pay for it I think Virgin would be broke if they did this.
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2017-10-23
- Comments
-
My parents (aged 73 and 93) have been trying to cancel their subscription to Virgin Media but they will simply not accept it. On the last call they must have asked for the subscription to be cancelled over 20 times and were promised an email would be sent confirming cancellation. Instead no cancellation email and yet another phone call trying to get them to stay with another so called “offer” signing them into a new contract. What do they have to do to cancel? I have never witnessed a company preying on the elderly quite like this. Virgin should be ashamed of themselves. Stay away unless you want to join a service you can never leave that out your costs up repeatedly. Good luck
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2022-03-28
- Comments
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Absolutely appalling customer service from Virgin Media. We've had their broadband service for a few years then contacted them a week before we exchanged contracts for our recent move.
The person we spoke with told us we could take our existing Virgin Hub with us to our new home, and the next day after the move plug it in and our service will continue.
This turned out to be a lie.
It didn't work so we spent an hour waiting to get hold of someone and when we did they stated that we were given incorrect information and that we needed an engineer to visit and install for us.
So, we decided to cancel our contract and return our hub... we've endured patchy customer service over the years from Virgin Media and thought we'd take the opportunity to go with BT instead.
Contract cancellation was confirmed on the phone with Virgin Media and we also then cancelled our Direct Debit. A few weeks later, they send us a new hub, which we put to one side thinking they'll then twig they didn't need to send it then ask us to send it back. They're so disjointed as a business that it's still sitting in our dining room awaiting collection.
But the sting for us is that a few months later we receive a debt agency collection communication that we owe Virgin Media money… which we don't as we cancelled and it was confirmed on the phone by a Virgin agent.
We've now spent a few hours over the last fortnight calling and communicating with Virgin, asking them to listen to the phone recordings, and then cancel this debt that we don't owe. Eventually, we speak with someone who states that we did owe for a disconnection notice and we agreed we'd pay it. It was £61.
We've now been presented with a bill for £82, more than the amount agreed. It's just insane. We're both self-employed so spending more time chasing Virgin is time we could be spending on billable activity for our business. So, what do we do? Pay it and put it down to experience? Just leave it, and see if the Debt Collection Agency comes back again?
I've never experienced anything like this and I'm hoping that someone senior in Virgin Media will see this and other posts and actually initiate some change within the organisation. Each department is like a silo, operating independently of other departments. Why they can't get aligned and actually offer a joined-up customer service is ironic, given they're in the communications sector.
I never want to use Virgin Media again and indeed it puts me off potentially using other Virgin branded services. I wonder what Sir Richard makes of this? I wonder if he really knows just how poor the customer experience is? Happy to have a 1-2-1 call with Sir Richard if he's up for it.
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2016-06-16
- Comments
-
Pay for 'up to' 50mb - get 40
Pay for 'up to' 100mb - get 40
Pay for 'up to' 200mb - get 50
Complain about it - get told you are paying for 'up to', not guaranteed mb.
Slippery! Not great.
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Media
- Date
- 2019-09-22
- Comments
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The only good thing is the broadband when it works.
As all the other reviews show that you cannot trust virgin media. I previously cancelled & was told there was no special cancellation team. Then a week later this special team call to offer me a broadband & telephone monthly contract of £19 a month. 2 months later I noticed my bill hadn't dropped. When I asked customer services they tell me there is nothing on the system & they won't honour their agreement. How bad is that.
On to off that they then call me again to try to talk me into staying. This caller was rude and hung up on me. So good riddance to virgin media whom I stuck with for 9 wasted years
- Location
-
- Location
- Wrexham
- Reviewing
- Virgin Media
- Date
- 2024-02-28
- Comments
-
I was tempted by the Virgin Media offer and agreed to move to them from Sky. An installation date was agreed. One day before the agreed installation date they messaged me to say additional work was required and moved the installation date 2 weeks. This will leave me with no broadband or TV package.
After phoning their "Customer Service team", waiting for long periods and then being passed from one department to another each with interminable waits listening to mindless music they are still unable to tell me when I will be connected. This is an absolute train smash as I work from home and they do not care. I have no mobile signal at home , so unable to use mobile data. I am doing my best to cancel.
Absolutely avoid at all costs. The are a disgrace.
- Location
-
- Location
- Wrexham
- Reviewing
- Virgin Media
- Date
- 2020-09-14
- Comments
-
I am very unpleased. New customers don't pay much, but the internet is very weak. Then when your contract ends, you find out you have to pay £ 90. I called a month before the end of the contract that I don't want to continue. They said okay, I even got a confirmation email. Now I look at my bank account and see that £ 94 has been taken from me. I go to my virgin account and see that the contract has been extended because I did not let them know that I do not want to continue. Now I have a problem because probably I will not get my money back. I do not recommend!
- Location
-
- Location
- Wrexham
- Reviewing
- Virgin Media
- Date
- 2018-04-24
- Comments
-
The lads who fitted it was good lads but the customer service on the phones after telling them that my broadband don't work was a discrace ill never advise anyone I know to try this company as they will b paying for fresh air I will b cancelling tommorow and I ain't even been set up after 2 weeks
- Location
-
- Location
- Wrose, Bradford
- Reviewing
- Virgin Media
- Date
- 2017-01-23
- Location
-
- Location
- Ws4 1dp
- Reviewing
- Virgin Media
- Date
- 2020-06-27
- Comments
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O way to contact customer resolution team do not follow their complaints policy told they cannot provide broadband to the contract but pay £8.50 extra to get it to work better disgusting customer service
- Location
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- Location
- Wynyard
- Reviewing
- Virgin Media
- Date
- 2018-03-17
- Comments
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First day of getting broadband in my new house with Virgin and i was won over with 200mb deal and i only get 16mb not the best and question really should i stay with them after 3 month trial Poor!!!!
- 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
-
- Location
- Yarm
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
-
Virgin is a company that has a good product with a terrible customer service. Virgin is the only company that can send you the wrong contract, then forget to send the TV box, having problems in the activation and finally to take you through seven people asking you, the problem, the password and not giving you a solution.
Virgin customer service is the only company that cannot understand what is the problem of not having received a tv box.
Resolution
Cancellation - I cannot waste my time and money with useless people. it is a pity because they have a good product.
- Location
-
- Location
- Yate
- Reviewing
- Virgin Media
- Date
- 2014-06-20
- Comments
-
Left BT 2 years ago as they still insist on extra £17 pm for a phone line PLUS £27 for broadband but Virgin charge £24,50 for 30meg broadband only, and I use VOIP for phone calls, speed usually around 33,5 megs, av phone bill £3-4 pm. Everything done when promised, everything reconnected within 24 hours of moving home, one streetbox problem in 2 years fixed within 24 hours, about to get free upgrade to 50megs, VERY happy with Virgin, could never go back to high price and extremely poor service I got from BT.
- Location
-
- Location
- Yate Bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
-
not fast fibre broadband as advertised also keeps dropping out
- Location
-
- Location
- Yate, Bristol
- Reviewing
- Virgin Media
- Date
- 2022-08-10
- Comments
-
I booked broadband connection online, for 13 August and after Virgin send a emal to rebook,to 3 September, I was on the phone 30 minutes to cancel the order and don't go through. I need go to a store? Rubbish.
- Location
-
- Location
- YO317TU
- Reviewing
- Virgin Media
- Date
- 2017-11-21
- Comments
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I took line for 100MBPS, they told speed will vary sometime. but now the condition is its between 23MBPS to 40 MBPS, when raising a complain, then they are saying that speed is good and we told it will vary. woow, vary by how much percent more than 50%... what kind of business they are running.. don't know. but very unsatisfactory service from Virgin Media, Please no one go for this kind of over advertised, low performance company.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2019-02-02
- Comments
-
I have Virgin Media cable, recently updated to their fastest service, 200 Mb/sec. However, when I run a test, the fastest result I get is 1.73 Mb/sec — 115× slower than I am paying for. It’s a joke when this site tells me to switch to the service I am already using.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2019-03-29
- Comments
-
The network has extremely poor customer service, I ordered I phone 7 instead I received a sim only contract. It took me about 4 weeks to sort out the problem.
- Location
-
- Location
- YORK
- Reviewing
- Virgin Media
- Date
- 2017-07-18
- Comments
-
The best. £39.95 for 100mbs broadband and medium tv package cam not beat it.
Why people moan about not getting full speed?? Its called traffic management all providers implement this at busy times but even so i still get a solid 80mbs through the day 8-9+ devices connected to it aswell.
So yet for the price its amazing.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2021-04-15
- Comments
-
Very poor service and appaling customer service. Worst Company ever.
If I could give Virgin Media minus five, I would.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2016-07-27
- Comments
-
I am paying for Virgin Media's fastest fibre service. It is supposed to provide 12Mbps upload, and 200 Mbps download. It doesn't. The BEST has been 11 up and 75 down. Right now it is 3 up and 11 down. The average is around 8 up and 30 down. Really not good enough.
- Location
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- Location
- York
- Reviewing
- Virgin Media
- Date
- 2017-10-27
- Comments
-
I have this service from 15 days. I am paying for 100 mbps. But getting 23 to 43 mbps from last 5 days. I tried to contact service center to raise complain tjey start testing and the call even drain my balance. So losing all the way. Very bad service and i wont recoment anyone to take this.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2022-06-22
- Comments
-
Positives first. The broadband is very fast.
Unfortunately only when it works. People I know have been with virgin for a long time and have rarely had issues. Postcode lottery maybe.
Been with virgin over 2 years. Sporadic dropouts ever since joining for hours at a time sometimes. Nightmare getting in touch with customer service. Get fobbed off with lies like "issues in your area" when my neighbours don't have any. Lost count of how many phone calls I've had explaining that you may fix the connectivity issue today, but there's clearly an underlying issue and it will dropout again, but they just don't listen or understand. They've finally had an engineer out who said the issue is with the line and someone will have a look. Nobody came and they're booking me another engineer to come to the house for some reason.
On the live Web chat they'll book you an engineer days away whilst advertising a paid service for next day engineer appointments. I've had an on-going issue for this long and they have the ability to fix it sooner but won't.
Compensation scheme requires 2 consecutive days of no service. Everyday for nearly a month I've had dropouts for hours at a time but don't qualify for compensation.
Most providers are obviously not without their faults, but in my experience I advise going elsewhere. I had no issues with Plusnet or Tesco.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2010-07-12
- Comments
-
I have the XL package which is up to 20mbs broadband I have never had a download speed of more than 12mbs & that was in the middle of the night when traffic was almost down to nil, well, that is still quite fast i hear you say, & more than i would get on any telephone line, anywhere in the country, but, I'm paying £37.00 a month for the privilege. Ok, I get a discount because i have the xl tv package as well but its still a lot of money especially as its not reliable, Ive just recently had an engineer out to rectify a fault which stopped my broadband from working for almost two weeks, there is at the moment a wait of one week before an engineer can come out to you, this tells me that either they are desperatly short of staff, or, they are having so many problems that their engineers are struggling to cope, either way I'm not impressed. Finally, the most irratating thing is having to try and understand the person you are speaking to on the phone, as more often as not it is someone in India that speaks with a strong dialect and so fast that it is hard to make out what they are saying.
P.S The TV service isn't much more reliable either.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2018-04-14
- Comments
-
Appalling customer service, don't use. I booked fibre broadband after someone came to my door and told me the street was ready. I was given an install date, and later cancelled my existing internet and phone line. A week later, Virgin told me they were postponing my install, and would ring back to tell me my new date within five days. They never did, until several phone calls from me they finally gave me another install date - a month after my original one! A month later and after I'd racked up a lot of mobile data bills, they finally installed and I breathed a sigh of relief ... until my connection dropped three weeks later! Virgin say four days to get an engineer out, but s/he won't call beforehand so I have to take an entire morning off work to let him/her in. It's like I'm paying Virgin to not give me internet while I use up my holiday letting them into my house!
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2023-06-13
- Comments
-
The worst customer experience I've had in my life - and that's saying something.
I wish I could tell you the whole saga but I'd end up writing a 3 page essay. Absolutely offensive level of service. To say Virgin's customer service 'doesn't even exist' would be a compliment.
Constant repeating myself. Getting nowhere. Bots. Agents who are somehow more bot-like than the bots. Being ignored. Patronised. The most farcically frustrating responses, like I was being tested in a new circle of Hell. Going in circles over and over. Waiting hours for a reply. Agents who smugly pat themselves on the back when they've achieved sweet F.A. and haven't even read your replies. Agents who clearly don't have the authority to help me yet pretend they do. Agents who argue with me even though my evidence was staring them in the face. Arguing with their own stated company policy. Being fobbed off. Attempts at bribery with a stream of new offers to get me back in line. Having complaints procedures auto-resolved without even contacting me let alone doing anything. Having to restart the whole process EVERY SINGLE DAY with someone new and astonishingly incompetent. Patiently explaining to no avail. Writing big, clear messages with attached evidence (and, later on, polite fury) that I may as well not have bothered with for all anyone looked at them. Nothing I did to get their attention seemed to matter. None of my communication given any attention or respect - like it was destined for the trash pile. Like my frustration was being laughed at. Agents who seemed to deliberately misunderstand and screw up and then not care a damn.
And all this from the most BASIC single request. But no, Virgin were pathetically greedy and wanted to drag this out just so they could extract a bit more money from me, even though they weren't owed it - the terms detailing this written clear as day in their own emails, that they desperately tried to contradict! It was there, simply stated, in black and white, screenshotted, and they STILL tried to debate it or ignore it! They outright said I could leave without incurring early cancellation charges if in response to a (obscene) price rise, as long as it was before X date. I did leave before this date. And they tried to charge me anyway! The sheer grotesque cheek of a company attempting to contradict its own stated policy that it wrote in customer emails, just to exploit its customers further, wring out some more pounds, hoping the complainant (me) would give up in frustration before they did. But no, I can be very stubborn when I feel like I'm being shown a callous level of corporate disrespect. And so I kept trying. For literally months.
Ended up having to file with the ombudsman. Only at the 11th hour did anyone actually do anything for me - a call and apology from a manager - and then it was sorted. It could've all been done so easy. And instead it took, what, 4 months of constantly badgering them, tearing my hair out at the sheer ineptitude, the corrupt greed baked into the system, the utter contempt for any customer that isn't a new customer?
I'm so glad to leave Virgin. I know all these companies are awful, but how Virgin treated me was so rephrensibly **** that I refuse to give them my money any more, even with the last minute cheap deals they tried to bribe me with at the end when I made it clear I never wanted anything to do with them again.
Honestly, the experience was so bad (and I know it's common for others) that I truly believe that Virgin Media doesn't deserve to exist as a company. I will applaud when it collapses under the stinking weight of its own **** and sinks into the sea. Never to be heard from again.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
-
Vindictive Virgin
After repeated faults, raising costs, shrinking content After 30+ years. Try to exit the nightmare begins months months arguments threats harisement. Even after being gone months. Now VV sold on my data getting threats harisement from others. Warning.
Vindictive Virgin.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2017-10-02
- Comments
-
As a student me and my flatmates needed good speed and unlimited download so we decided to get Virgin 200MB bundle for 12 months. For the first month it was super, me and my flatmate were getting top speed and no issues, however on the 17th sep there was a storm and it caused issues with our internet. 2 days later Virgin claimed to have fixed this issue but we noticed no fix. Our WiFi was mostly 'connected, no internet' and my PC which was wired via ethernet would go to 0.9mb/s every minute making it impossible to play online and difficult to browse. Ive called Virgin up and the first 2 calls they told me to reset the router, factory reset it, forget and reconnect to no prevail, they insisted it wasnt anything on their end. A technician got sent out and they switched the router, the technician even apologised, saying that there were issues on their (virgins) end while reinstalling. nothing changed and since then they have told me to do the same stuff over and over again and told me they wouldn't send a technician out. Its been almost 2 weeks and they have said numerous times they would call me back which they never did. I do not recommend Virgin to anyone as their customer service is unhelpful.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2018-10-14
- Comments
-
Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-12-08
- Comments
-
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
- Location
-
- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2013-01-12
- Comments
-
Left the company exercising the right to leave during contract due to price February 2013 rises.
Customer service is the worst I have ever en counted from any service provider ever.36000 and rising customers cannot be wrong.
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2022-12-19
- Comments
-
I have been a long term customer of virgin media, approximately 15 years and have noticed a decline in their service over the years. My contract has now come to an end and the upgrade prices are ridiculous. New customers get better deals which clearly shows there is no such thing as loyalty. I also keep receiving text messages with a deal on, when I call up for this deal they can’t honour it. You also get promised call backs which I’ve never received. Literally no way to try and get a resolution. An absolute disgrace of a company with extremely poor communication skills.
- Location
-
- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2015-07-15
- Comments
-
Today I called virgin media to request that they transfer my currant package to my new address. We are having to move due to ill health. I was informed that they could not supply the system to the new address as they are not in the area. I was then informed that I would have to pay a cancellation fee for the remaining months of the contract. I feel that I should not have to pay this charge because it is not my fault that they do not supply to the area. I was also pressurised to use a company they recommend to find me deal with another supplier (Sky)and this would get me £100 worth of vouchers. I would also get a reward if I inform them of the new occupiers of my property, and then they can harass them. I would not recommend Virgin Media to anyone.
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2023-02-22
- Comments
-
Avoid them at all cost, cost being the key word here.
I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.
For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-07-18
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-11-25
- Comments
-
Absolutely shocking service and customer service from virgin. Would not recommend to anybody unless a "new customer"
They don't look after their customers who have been with them a long time! It's just hit and miss if you get a decent deal or if you're robbed blind. But everytime I ring they try robbing me blind! And then I find out that a family member is receiving more in their package and cheaper than what I'm paying. I ring to request sky sports adding to my package and the best they can offer is nearly £20 more than what I'm paying now and they can't lower my package even though I've been a frequent customer. They only look after new customers to get the numbers and once you're with them they don't give a s*** about you.
Avoid them like the plaque your better off not bothering.
Also their customer service team are rude and unhelpful! Shocking!
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2020-07-09
- Comments
-
Fast broadband but they're an ISP that can't even keep their own website running reliably let alone your internet access.
- Location
-
- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2020-12-10
- Comments
-
Their customer service is non existent. I have spent 4 days of stress trying to speak to someone. Impossible. just texts saying someone will be in touch with me. Technology is supposed to make life easier. Am I the only one who is finding it more difficult. To be fair on their staff they are only doing a job, its the people in charge that should be held to account.
- 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.