4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-11-05
- Comments
-
I've always had issues with Virgin. Their broadband is OK, but whenever there are issues (and there are regularly) their customer service is the worst in the biz.
I moved house, and was assured my contract could carry over. It did not.
They gave me a new contract paying significantly more. I've continued to pay the wrong fee, because otherwise, my credit rating would be affected. I've been trying to get the bill adjusted for months. Waiting hours on the phone, on the 'Chat'. When I finally get someone, can barely understand them and they invariably never actually make any changes, despite promises to do so.
Stay away from Virgin...
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2014-05-09
- Comments
-
Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
-
The speed and service are fine; but the customer service and systems in place are the worst I have experienced of any company ever. I receive invoices for two different accounts by email; one for someone who lives in a totally different part of the country. My package was changed without me wanting to leading to a surcharge of £30 last month, and without fail I have to call them up at least once or twice a month as my bill is incorrect and is just charging me an extra £10 on what I have signed up to. I assume this is done purposefully on the assumption that people will simply not contest the extra charges as they are always wiped off as being 'an accident'. This company is an absolute joke, I'd rather pay more for slower internet quite frankly so as not to have to deal with them, but unfortunately you are locked in for 18 months if you go with them.
- Location
-
- Location
- Kilmarnock
- Reviewing
- Virgin Media
- Date
- 2021-03-17
- Comments
-
An indescribably appalling company.They steal from people!!!!!
- Location
-
- Location
- St Helens, Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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Connection & broadband speed slow! Less than area and national averages.
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
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Customer since 2003 to 2017.
Paid £82 per month.
They advised a price increase but added insult to injury by offering a similar package to mine but with later router and newest TV box for £55 to new customers.
That meant a new Customer would enjoy better service with beer kit and pay £324 per year more than me. If I stayed with them for another 16 years I’d be paying £5,184 more than the new Customer.
Tried to haggle - offered £4 per month reduction.
No longer a Customer. Note my capital letter on the word Customer. I think the Virgin management use a four letter version beginning with the same letter and also capitalised.
Dreadful loyalty. Dreadful marketing strategy. Avoid.
- Location
-
- Location
- PORTADOWN
- Reviewing
- Virgin Media
- Date
- 2019-02-12
- Comments
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i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
- Location
-
- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2018-09-13
- Comments
-
I am 'lucky' enough to have only one other household on my branch so my mbs download speed is fantastic. However: I often online game and regularly have timeouts which cause the game to lag briefly. This is often not noticable for most apps but utterly ruins online gaming. I would rather have a slower but consistent connection.
Their customer Service is appalling. The call centre staff have very little knowledge of the services being provided or the hardware. One guy kept repeating steps i should take to improve my wireless connection even though I kept reminding him I wasn't using wireless but ethernet cable! They are hopeless, and follow a script that seems to be designed to deflect any blame from their service and apportion it to your hardware.
Their broadband speeds are fast but not solid. If you are an online gamer, avoid
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-04
- Comments
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appalling. No TV, broadband and phone for 4 days. on line status says fine, when you call they agree there is a fault! Cancelled engineers without letting you know, more often than not you get cut off when you call, no one can give you clear information. 8 different fixed time over 3 days, all passed and failed. You get vacuous and empty apologies but nothing actually happens. when the service works it's great. when something goes wrong..... best of luck
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-10-14
- Comments
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The internet connection itself is OK. I really have very moderate needs for internet. I think internet speed is lower than advertised, but I am fine.
But recently Virgin Media disconnected me due to their internal system error out of blue. After about 1 hour of communication on the phone I finally found out that there was an error on their side and I was disconnected. I was informed that reconnection would happen somewhere on Wednesday. This is 72 hours, but in working days. Since it happened on Saturday, I am now experiencing 5 days without internet. We work from home, so the work is partially blocked now. And, come on, it is 21 century (probably?), why would reconnection take so long? In a well-organized company it should be a click of a button! Especially taking into consideration that it is absolutely not my fault. This is not reliable at all! And I got no excuse from the personnel! As if it is something normal! I have chosen Virgin Media and payed more, since I wanted better reliability, but it has not proven to be reliable.
Also, they have absolutely no idea about customer loyalty. After my first year they offered same tariff, but with increased price!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-08-08
- Comments
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Extremely poor customer service delivery. In my case they installed TV channels that never worked and continued to charge for the all inclusive package.. Once I closed the account they have decided that they would collect their equipment and changed their minds and threatened to charge extra for the equipment if I didn't send it back. Never made an attempt to collect it or sent the prepackaged bag that they promised. Attempts to solve this issue have just fallen into deaft hears.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2020-07-02
- Comments
-
Had virgin for a year, was always an issue with the speed. At the end of the contract wanted to cancel it and got the most terrible experience, put on hold for 3 hours and at the end the customer service team didn't think to cancel at all always trying to offer me better deals. I asked who am I talking with and he brutally refused to answer. Avoid.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-08-18
- Comments
-
Terrible costumer service. It’s almost impossible to cancel your contract with them. I tried online and there is no any clear way how I can do this then I tried over the phone and I had to wait hours to be able to speak with somebody and even then no one was helpful. Don’t sign with them if you don’t want to stuck with their contract forever!!!
- Location
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- Location
- NOTTINGHAM
- Reviewing
- Virgin Media
- Date
- 2022-07-24
- Comments
-
Fees doubled after contract and they were hanging on with teeth and nails when I told them to cancel it, simply just not taking no for an answer. Awful. Steer clear.
- Location
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- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2022-03-04
- Comments
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Unprofessional and Dishonest Company.I contacted virgin to discuss a contract renewal and agreed a price for the same services as i am on now of £85.got a contract the next day 1st payment £107 then £95 per month.so called retentions team and spoke to Carolina in India I think andasked to cancel the contract.she said she could beat that price with all the same services and quoted me £55.25 per month which I agreed.today I get a new contract next bill £161 77 and then £135.50 per month.there is something going drastically wrong with this dishonest company and after been with them since the ntl World days I am now when I can get through cancelling my contract.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-03
- Comments
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Half the time these days the internet is down and they always have some excuse and say it will take a day for it to be back up. Just awful. Better pick another provider.
- Location
-
- Location
- Redcar
- Reviewing
- Virgin Media
- Date
- 2014-11-23
- Comments
-
I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-03-28
- Comments
-
DONT TAKE A CONTRACT WITH THESE THEIF’S/SCAMMERS ALWAYS STEALING EXTRA MONEY FROM YOUR ACCOUNT AND THE MOST UNHELPFUL CUSTOMER SERVICE, CANT WAIT FOR MY CONTRACT TO FINISH AVOID AVOID AVOID!!!!
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2018-01-10
- Comments
-
Virgin Media are truly an appalling company. BEWARE - once you have signed a contract with them, they will just turn up unannounced at your property whilst you are out, and dig up your tarmac driveway, completely ignoring your request to be present and causing considerable damage.
Needless to say we cancelled our contract immediately, wanting nothing more to do with this shabby, shoddy company.
One year on and Virgin Media are yet to rectify their damage. Fobbing us off onto their contractors, Kelly communication who make excuses after excuses not to repair their damage.
No reply from any of Virgin Media's senior management including Tom Mockeridge.
Their complaints adjudicator scheme CISAS is unable to look at damage cases either.
I wish we'd never had the misfortune to come into contact with Virgin Media - a terrible, costly mistake!
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-11-19
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-01-02
- Comments
-
Worst service provider with poor customer care....
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2018-07-28
- Comments
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Service to have a quick chat-zero, so as the customer service I believe-useless advice over the phone. Broadband Wifi speeds 12mbps. Simply they dont want to swap the modem. Broadband via cable still ok, but who uses nowadays the cable and not all devices have the cable connection!
- Location
-
- Location
- Dundee
- Reviewing
- Virgin Media
- Date
- 2022-07-21
- Comments
-
The first year the broadband worked okay, after that I used it more (lockdown) and had to reboot it weekly. I then moved to Edinburgh and wanted to cancel my contract. Was passed on to in total 7 different people because everyone said they are not in charge of this cancellation. Then I was promised a return box would arrive before I am moving. It didn’t. Over a week after I moved I was told that it will be picked up from the old address. I didn’t want that, but couldn’t opt out. I gave them the new address. Was told I will receive a reminder. Didn’t get a reminder. Didn’t get a time slot. Waited the whole morning, tried to call, lines full, tried to complain online, account closed, managed to complain in the chat option. I was told it would still be picked up that day but no time slot. They didn’t turn up. Complained again in the late evening, they apologised and I told them I would bring the kit to their store. They said it’s fine and it will be noted on my account. The next day I was informed that they are sending a return box to the old address. The day after that I was informed that it will be picked up in person on the same day. I asked what address and it was the old address. So bad broadband and even worse customer service. Now I am at BT, paying half the price and have twice the speed.
- Location
-
- Location
- Brixton, SW London
- Reviewing
- Virgin Media
- Date
- 2017-01-15
- Comments
-
SW London (Area 21) has been oversold, everyone we know on Virgin in this area is experiencing incredibly slow internet at night. We are paying for 100mbps however averaging around 0.9mbps at night, so slow just browsing the web is frustrating let alone downloading something. Virgin needs to upgrade their exchange, however apparently it's not happening until 2020. Would avoid at all costs, BT Open Reach meant to be better option.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-08-07
- Comments
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I am extremely disappointed with Virgin WiFi, particularly their "customer service." First and foremost, I experienced numerous delays in getting an engineer to install the hardware. When the engineer finally arrived, he incorrectly installed a wire in our front garden, creating a trip hazard that we have to navigate every time we come home. This has been a major inconvenience for us.
I tried calling their customer service multiple times to address the issue, but it was like hitting a brick wall. Despite having decent internet speed, the booster they provided was non-functional. There were also additional charges on my bill that I could not understand. I made three separate calls seeking assistance, but none of their representatives were able to provide any help (their communication on the phone is unclear...).
I decided to file a complaint, but even during this process, their communication was incredibly unclear, leading to further confusion on my end. This lack of effective communication only added to my frustration.
As a result of this poor experience, I have decided to cancel my contract with Virgin, and I have no intention of returning in the future. Their customer service has proven to be utterly useless, and this entire ordeal has left a very negative impression.
- Location
-
- Location
- DUNFERMLINE
- Reviewing
- Virgin Media
- Date
- 2018-02-15
- Comments
-
Salesman convinced me that Virgin's broadband would enable my son to use the internet in his bedroom. When the engineer came to install the broadband I asked him if the broadband signal would work in my son's bedroom. He looked up the stairs and said 'It will work, I cannot see any issues'.Broadband installed and NO signal in my son's room. Called Virgin, back and forth between customer services and technical dept. Engineer can come out again and preposition the box, or you can buy a booster. However cannot do anything today as engineer has not closed the job and it is still active so call back tomorrow. Goodness and it has only been installed today. Well the sales man lied to get a sale?? What a surprise, and no assistance until tomorrow. Really no point in changing from Sky to Virgin as they are both useless
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-10-21
- Comments
-
Hi Guys,
Be careful with the virginmedia sales team they will encourage you to take a new package and promising to give you a better deal for the whole year for the a better price but after 3 months it will go up and then when you contact the customer service after 4 months because you notice your bill it was very high they will not going to do about it but instead asking you for another contract to lessen it for another 12 months becareful for a virginmedia SCAM. "VIRGINMEDA SALES TEAM IS A SCAM" I was a virgingmedia customer for almost more or less 5 years but I was victimized by this SCAM.
- Location
-
- Location
- Beckenham
- Reviewing
- Virgin Media
- Date
- 2015-12-07
- Comments
-
Every few days the internet will go off due to this and that, that's the most frustrating thing that happens, so annoyed I decided to write a review, bye
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2014-04-08
- Comments
-
we get 160 mb download and 12 upload, for 400£ a year. we used the vcloud code when ordering. no phone tv or that rubbish.
install on time and professional.
thing is with most broadband, its just luck of draw. it might be brilliant, it might be awful. so many factors influence this beyond the name of the company who you choose.
so far is better than we dreamed but it could change, so fingers crossed it stays good
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-12-13
- Comments
-
I was with Virgin Media for the past 10 years, paying by direct debit on a monthly basis without fail.
Recently, they posted a promotion for new customers offering the same package as mine at 35% less. Despite my call to the customer retention department, they still wouldn’t offer me lower cost.
If a Virgin Media does not appreciate its loyal customers it’s time to avoid them which is why I left. Virgin Media should know that it’s easy to temp new customer with Special Christmas packages, but loyalty from your existing customers has to be earned.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-01-18
- Comments
-
Hi! HORROR with VIRGIN
Contacting customer assistance via chat is not possible. The employees that transfer your call from one country to another do not speak English. I've been on the phone for two weeks now trying to communicate with someone who doesn't speak English. They don't want you to cancel, and when you offer them a reason, they transfer you to sales, where it is impossible to cancel, so it will take me another week of calls to do so. In order to continue stealing your money after the contract expires, it is their tactic to make you give up on cancelling the agreement.
Service very slow no like advertising by Virgin hence change for reliable provider.
- Location
-
- Location
- Chatham
- Reviewing
- Virgin Media
- Date
- 2018-07-29
- Comments
-
Broadband keeps disappearing every evening without a fail from 8 o clock onward. Sundays are bloody nightmares. When I was sold my package they guaranteed that my broadband speed wont fall below 41mb which turned out to be a complete lie. Technicians have been out and I was told that line can handle x amount of people and currently there are three times the amount of people connected to the same line and it cant handle it. Guess what- you will still charged the same amount of money even when you are not getting any services. O, needless to mention that technicians are not sent out in the evenings and weekends when services are overloaded. They can only pay you a visit during the day when broadband is not used as much and speed is relatively reasonable. So to sum it all up...If you want to buy top price Ferrari with a 1.2 litre engine which can only do 25 mph at the most... Go for Virgin! On a serious note- PLEASE PLEASE PLEASE RUN AWAY IF YOU HEAR VIRGIN MEDIA!!!!!! They take your money and dont provide you with what they promise....
- 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
- great yarmouth
- Reviewing
- Virgin Media
- Date
- 2015-12-02
- Comments
-
just simply they are the worst people to deal with,if you try to cancel they will put you through to several different people and change your free 150 number to an 08444 number without telling you .And beware if you do get through to someone to cancel your account the chances are they will still take their next payment out and you will have to wait 45 days to get your money back.
- Location
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- Strood
- Reviewing
- Virgin Media
- Date
- 2020-10-22
- Comments
-
Virgin is trying to charge me £273 for unused , not activated broadband which was cancelled within 14 days calling off period. It is nearly not possible to speak to customer service. Currently I'm waiting 3 hour on online chat to get an answer from Nidhi. Dear friend, in case you read this , can you hurry up please !
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
-
When I have taken my last contact been promised speed about 100 mb/s. Was very good but last two months sometimes my speed is 30 mb/s, sometimes nothing at all. So have said want to leave. The answer was to pay £268 because contract . If you have got contract, think it’s two way street not just for costumer. Very disappointed
- Location
-
- Location
- watford
- Reviewing
- Virgin Media
- Date
- 2018-01-12
- Comments
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every single day after 9.30pm speed drop.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
-
Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music now. I am sure no one will pick up the phone.Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music and was disconnected. You wont get worst customer service even in third world countries.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2020-05-19
- Comments
-
Absolute rubbish service. Cuts off every 5mins and extremely slow speeds, buffers all the time.
- 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.