4,684 Customer Reviews over 118 pages
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
-
Broadband is fast, you can find that in other companies.
They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!
Thats it really. Never again! i say spare your selves, time and money on something more genuine,
Cheers!
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2018-02-12
- Comments
-
SO FRUSTRATING AND DISAPPOINTING, TERRIBLE SPEED AND I LOOSE BROADBAND , EVEN WHEN SITTING DIRECTLY OPPOSITE THE HUB, A DISGRACE AND THE SMALL PACKAGE OF TV SEEMS WORSE THAN FREE VIEW AND YOU PAY FOR IT ? THE STAFF WHEN YOU PHONE TO DOWN GRADE WORK HARD TO UP GRADE YOUR CALL, ITS SO FRUSTRATING.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-12-16
- Comments
-
e-mail down again, impossible to get support from VM, rubbish company.
- Location
-
- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2019-02-03
- Comments
-
was with virgin media for around 5 years with nothing but trouble on a regular basis with either the internet going down or tv going down...the reason why I stayed so long was because of the amount of devices I had running through the internet....2 pcs 4 ps4s 2 ps3s and a couple smart tvs….which Netflix was playing on a regular basis on 4 devices at same time.....so thought bigger broadband was better...but six months ago...had enough of virgin and decided to jump to sky.....and wow..im running all the devices that I was running on virgin and no internet or tv down....word of advice for people when virgin turn around and say that there will be a final bill when all of the virgin devices are back to them..to make sure its done in the first month of ending virgin as if it goes over... virgin put it as a late payment on your credit.....which gives you bad credit
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2022-03-17
- Comments
-
If I could give zero stars I would
If I could give zero stars I would. 3 whole days on their ‘helpline’ and over 300 WhatsApp messages and still no answer to a really simple question. HOW do I leave? I refuse to pay double the price they are advertising to new customers
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-08-29
- Comments
-
Worst customer service I have ever experienced and the most unreliable broadband. Will never go with them again and will be leaving them as soon as my contract is up
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
-
A terrible service. If you have to ring customer service you just get passed around. You NEVER speak to the same person twice. They do not seem to have the knowledge to solve problems. I was left without broadband for over a week after moving. I rang for a total of over three hours in separate phone calls. Bills seem to be made up every month. Email service is slow. If there is an alternative use it.
- Location
-
- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2017-12-22
- Comments
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I the consumer Actually lost count to the times I had called Virgin Media regarding a fault that was never fixed even though I was paying for this service.
Unfortunately when I called Virgin on countless occasions I was
met with rude and most of the time obnoxious customer service advisers based in India I was told.There command of the English language was appalling and constantly repetitive,fault would be fixed was the norm from them,phoned
getting slammed down when the conversation got to complicated getting told there tech team are looking into fault ,there Is a problem in my area and Virgin were working on it.This lasted for over 5 months
I eventually cancelled home broadband & did an indemnity claim
The agreement between me the consumer and virgin the provider was meaningless,pay for a service even though not working,bleed the consumer dry and 10s of thousands like me for there own gain,then breach there data protection by adding false and inaccurate information on there Credit file at a touch of a button which they have done when I the consumer had done nothing wrong.
In mediation they offer to clear debt but leave default on Credit file for a period of 5 years?
A consumer challenges Virgin & this is the outcome.
Dana Strong &Tom Mockridge do not speak or deal with
Consumers who pays there wages?
If anyone out there has had similar issues please Private message.Will be uploading videos very soon
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2014-10-23
- Comments
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When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2019-02-14
- Comments
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I was really upset and frustrated after spending hours on phone.i had enough, was gonna cancel at services,went to the store .ive been so delighted and greatfull with young man called Yaz for solving my problem.it took 3days now all working and running smoothly. Thanks Yaz again
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-12-08
- Comments
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The star ratings are generous, as everything above would not even be rateable especially the speed, it makes me laugh all of your TV adverts you claim it to be the real deal fast internet when really it is a complete myth.
I am currently trying to play call of duty and as many of you know there is nothing more frustrating then getting killed, let alone being able to move. Trying to ring you now but obviously on hold
Thank you for your service completely utter rubbish.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2017-11-30
- Comments
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They are con artists. I don't want your slow, infuriating TV box. I don't want the landline that, even it I wanted to (I don't), I can't use because their engineer broke the wires when installing next doors broadband. And I don't want to be offered deliberately misleading 'deals' only to find you downgraded my speed without bothering to tell me. Virgin Media are the pits.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2019-04-22
- Comments
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Don't trust their advertised speeds. I pay for 200 mb/s but I only ever see just under 100 mb/s. 100 mb/s is fast but I don't trust Virgin when they promise, and I pay for, and they simply don't deliver
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2020-06-23
- Comments
-
Absolutely abysmal experience!
We needed to transfer account from flatmate who's leaving, we called VM and was assured same package with same cost at £26 per month can be transferred over to me, except must start another 12 months contract and pay transfer fee of £20, which we accept and invoked the transfer. When we received VM email confirming transfer complete with new account number, we logged on website to set up online account and ddm, but VM website says A/c number wrong, and requested Area reference which isn't stated anywhere!
We called, wait in queue for 25mins, answered, told new account number not coincide with my name, cannot proceed, refused to help further!
Then received email from VM with my first invoice for £52 per month, not £29! Called, waited 43mins, told it's new monthly total, previous monthly total £26 cannot be transferred, we explained that we were told same package at same price can be transferred by VM, but VM customer service will not budge.
On opening the first invoice, I found my correct 9 digit account number and area reference, so I tried to register an online account, but this time, VM's website says, an account has already been set up for my NEW account, and it was in the name of our previous flatmate, even though he was on a totally different account number! So I still cannot open on online account!
Luckily when I emailed my application to apply for transfer, I was concerned that we only had a verbal assurance from VM regarding retaining the £26 monthly bundle cost, so I had mentioned in my email that I'm applying for this transfer based on the assurance that its the same package at the same price.
We called again to try and lodge a formal complaint, waited 30mins, call automatically dropped. Called back, waited another 45mins, answered, and as soon as I stated we wanted to make a formal complaint, the call was dropped!
As advised by local council consumer services officer, we've sent in a formal written complaint, as we've given up ringing their customer service, and cannot use their website form as it requires an online account which VM's system is unable to allow me to register.
Entire experience have been stressful, but more bewildered as to how a supposedly professional company like Virgin Media could have such an unprofessional infantile customer service, we will definately not be using this company again and would strongly NOT recommend Virgin Media, shame it's another British sham
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2014-12-12
- Comments
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Very disappointed to say the least with Virgin Media Business.
I arranged a simple residential to business change over and was told this could be done without the need to dig up pathways or interrupt any neighbours as we live in a block of flats.
The surveyor spent literally 5 mins here and didnt ask any questions just said it could be done from the flat.
The installations guy came and then told me I must either drill holes in neighbours walls or dig up pathways in order to do what we asked.
Guess what the sales guy had put the contract in wrong and had told the surveyor it was a new install.
Whilst here the installations guy put his manager on the phone promising to do it from our flat - never have I heard back from him since.
Furthermore virgin sales and virgin order dept keep blaming each other and even telling lies about why this all went wrong I can proof this too as I kept all the correspondence.
In fact Virgin Ordering Dept are now ignoring me as I seek compensation for 6 weeks of messing around trying to do a simple easy task.
Be very very careful and keep all emails if you choose Virgin as they tell you one thing and dont back up their promises, I will never use them for any business related device as they are unreliable.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
I'll be changing as soon as I can!!! These people know nothing about customer service. Had an almost monthly problem where they take my direct debit, send it back the next day then disconnect me... Then I have to ring them with my card to sort it out and wait 2 days for service again! Plus they make you feel like you've robbed them or something when you do call. And when I have service it's hardly reliable, sure its fast when it works... I'd rather have no broadband then pay them any more money!
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-01-10
- Comments
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Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2019-10-17
- Comments
-
They rewarded me for being a good customer by increasing my charges to 15%. When I rang to see what could be done about this I was offered a different package which was 30% higher!!
They just dont get it and totally fail to engage with genuine concerns about the hugh price hikes which ar eway in excess of inflation.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-04-20
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2020-10-19
- Comments
-
Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
It's a real shame VM is a British company.
We've never experienced such an unprofessional business operation.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2022-07-29
- Comments
-
I tried to cancel a simple contract. No button anywhere, its buried in the support page and when you reach the information on how to cancel your contract. Instead of have a simple cancel here they have a phone number, once called the option to cancel is buried under more options followed by a 40 minute wait! Once I reached someone I got redirected again, to another person who said hold on then hung up. S*** UX DESIGN
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-09-07
- Comments
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Do not use their refer a friend scheme - utter scam. The broadband is patchy at best. Customer Services is non-existent and do not reply to questions. Looking forward to my contract ending!
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2017-05-18
- Comments
-
We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-12-13
- Location
-
- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2021-04-18
- Comments
-
ablouute terrible, we had problems with our broadband and they kept blaming us saying it was our end after 2 weeks of complaining they finally send someone out to put a new box in and yet it still dose not work they have no solutions and simply said you need to check the wires , no help what so ever. what's the point in me paying out nearly 100 a month for something that doesn't work just a rip of to be honest
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2017-08-22
- Comments
-
Since I moved to the UK, I always had Virgin (broadband only). Always decent service, but speed was good.
In the last 12 months, I received a bill increase, the speed stayed the same (if not dropped a bit, despite an upgrade to 150 Mbps declared) and their customer service is definitely horrible).
Bounced 3-4 times, answering the same questions and nobody able to find solutions to problems. It is time to find another provider....
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-07-06
- Comments
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Terrible customer service that is impossible to speak to and lies to you constantly. Been hung up on and given so many false promises in the last year it’s ridiculous. TV Go app also hasnt worked for over a year and there are countless large threads on their community boards about it. Do not use them if you intend to have multi room or device services that work for more than a few weeks.
Once you are out of the new customer contract it is very difficult to get any kind or a decent deal and you will be charged a massive amount.
I would never recommend Virgin to anyone and urge you not to be tempted by their broadband speeds.. I was and massively regret it.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-07-07
- Comments
-
After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
- Location
-
- Location
- BRIGHTON
- Reviewing
- Virgin Media
- Date
- 2020-08-24
- Location
-
- Location
- brighton
- Reviewing
- Virgin Media
- Date
- 2016-06-29
- Comments
-
If you want an expensive fast broadband then virgin is good, HOWEVER if you want a reasonable telephone service cost then Virgin is not for you at 10p connection charge for every call plus call cost !!! and land line cost WOW
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-04-08
- Comments
-
Had set up installation with virgin media, booked time off work for the installation and was told the fee would be wavered. The day has come and they have decided to give us a self installation that we cant do as we have no virgin boxes in the house. Customer service have made us rebook another date so we will be without internet for 2weeks and they have tried to charge us for the installation, they refused to give us a discount for the first month and have already proven themselves useless before the set up has even arrived!
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-07-11
- Comments
-
This is ridiculous, I have had 10 months of hell so far. I ordered 12 month contract with 12 months discount through Uswitch. Instead I got put on an 18 months contract with 9 months discount. Guy on phone tries to tell me to sign the 18 month contract and send it back anyway?!.
After 10 months numerous calls and numerous people telling me its fixed I'm now on a 12 month contract with 9 months discount (still not 12 month discount). (I also had to argue that my deal even existed even though it was still up on Uswitch at the time and I had the confirmation email.)
Then they put the line rental up on my contracted line rental scheme.
Then they start charging me full price which they then say is sorted with a credit on my account which works for the bill out of my bank account but is putting my virgin account in debt, which I fear is going to effect my credit rating.
One guy told me I would get a call within 48 hours from the complaints department and over a week later I still haven't received it. He also offered repeatedly different discounts and taking it back.
The supervisor(who I only got to after 20+mins of being put on hold and re-explaining the last 10 months to another clueless person even though I asked to get straight through after explaining the endless farce) today told me that there is no complaints department and all problems are resolved by the customer service team and if I have further issue to contact Ofcom by post.
Every customer service person has been inept, clueless, and at times deceitful. I have been put on hold for more time than actually helped and every time they promise its fixed it's now just as broken in a new way.
This has been 10 months of stress and wasting my time and phone minutes sitting on the line to people who don't know what they are doing and now I am left stressed and concerned that you are threatening my credit rating.
0/10 customer service. 0/10 trust. 0/10 confidence. 0/10 would recommend.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2018-12-04
- Comments
-
This is probably the worst company we've ever had. Fast fibre optic 200mbs speed? My arse. They will charge you extra on everythig and add extra bills for nothing. Did I mention you don't even get wifi? As I am writing this I am using 4G since virgin haven't sorted our wifi out for TWO MONTHS. You guys suck I wish I had gone with BT. Now I am stuck here with a massive bills and now wifi whatsoever.
- Location
-
- Location
- Brighton & Hove
- Reviewing
- Virgin Media
- Date
- 2020-02-01
- Comments
-
The worst service and customer experience I think I've ever had. I have been a customer for two weeks and so far they have failed to deliver a steady broadband service. I've now been down completely for three days and Virgin refuse to cancel my contract without charging me £250, despite their own operative this morning telling me that I was within my 14 day cooling off period - when I called back to activate that, they decided that in fact the cooling off period started from the order date, not the date I activated the service. They couldn't care less about me and showed no compassion at all. I am so disappointed in them. Avoid at all costs!
- Location
-
- Location
- Brighton innit
- Reviewing
- Virgin Media
- Date
- 2021-06-22
- Comments
-
Greedy. Disconnection fee is £240 . Costumer service is the worst especially if you want to leave.
Every year the prices almost double. Greedy greedy unprofessional rude costumer service . The worst AVOID 0 star
- Location
-
- Location
- Brigton
- Reviewing
- Virgin Media
- Date
- 2019-04-18
- Comments
-
WORST SERVICE EVER ! Terrible customer service, i am paying for 350Mbps, I get 20Mbps if i am lucky. The online chat function rarelty works and escalating an issue is impossible. THE WORST.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-01-01
- Comments
-
One of the worst experiences I have had with a company. Would not refund the money they owed me, and when they did repay me it was with a cheque that they would send out in 4 weeks time.
They just care about profits and getting as much money from customers as possible.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-07-10
- Comments
-
I have been a customer of Virgin for decades. No problems until I moved at the end of May - had new ( so say) cables installed and have had problems since. customer service is useless they blame the box everytime - but all my boxes are brand new??? have had 3 engineers out - apart from the last one they were useless also- the last one ( DEO) was brilliant - found the problem the cables in the road which had just been put in had the wrong connectors and were all corroded ??????????? This was 5 weeks after installation- he reported this to the network side of virgin media and to hos boss- I also filed a complaint and guess what over two weeks and still waiting for this to be fixed - I am cancelling the direct debit due on the 27th as the service is not fit for purpose would never recommend virgin to anyone ever again. they S**t on there existing customers !!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-02-07
- Comments
-
Very faulty service in our area for last 2 years. Issues on a weekly basis, some times we can have a faulty service either completely out-of-action or intermittently working very slowly for a few days at a time. Customer services are very generic, slow & sometimes do not respond. I am very disappointed in the service I have had from Virgin. Granted, when it is working, the speed is generally good. Our package includes TV, though i'm not sure why, as the channels are identical to Freeview anyway.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-03-04
- Comments
-
Worst experience in life. I will never use Virgin Media again and definitely, I will not recommend to anybody. My contract has just ended now so I am cancelling it altogether.
-Every often price increases even if you have signed a contract for a year.
- Customer service tells you something and then they do a different thing. You give them the details of who you talked and when but they never have the records.
- On the 22nd February I paid a bill of £32 (which i was told by customer service it was my last bill) as the internet connexion will be cut on the 8th of March. Now I have just received a new bill of £33 (???) to pay by the end of March. What is this for? and different amount again!! This is just a joke.
- There was a time when I had to contact Virgin Media near everyday during a month due to the bad connexion. The connexion was fixed for a day and then again down or really slow.
Virgin Media experience is being just a nightmare that i do not wish anybody.
So my advise is that if you want to relax and enjoy your internet conexión DO NOT GET Virgin Media.
- 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.