4,684 Customer Reviews over 118 pages
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- Location
- ST. helens
- Reviewing
- Virgin Media
- Date
- 2018-01-06
- Comments
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Diabolical service. I contact Virgin almost every week because of my slow internet speed. This has been going on for years. They have never been able to fix it and I pay for so called fast speed broadband: I’m going to the Ombudsman about this because ii am paying for a sub standard service and they only offered me a refund of £10!
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-01-15
- Comments
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Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-02-01
- Comments
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Poor Customer service- Hangout without resolving, Long waiting time, Multiple dropouts of signals, weak security, Very expensive for old customers. I wont recommend at all.
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
-
Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-05-22
- Comments
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Their installation team were abismall. It took them 3 weeks to try and get a line to my house. They moved my dates without informing me and each person on their customer services team told me different things. In the end, I gave them a deadline by which to go live. They said they could bu they messed it up so I went ahead and cancelled my order. Unbelievably poor customer service. Stay away
- Location
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- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2015-11-20
- Comments
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After umpteen texts and emails from virgin stating and confirming the installation date, they never turned up, wasted a days holiday waiting in. Got through to the customer service department and they stated that the installation date had been delayed due to construction problems. Why had they not bothered to tell me? Rung up BT and asked about returning, no problem, put me on a better BT package and cheaper then old BT one. Never again!
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2018-02-10
- Comments
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Absolutely sick of Virgin
I have been with them nearly 30 years!
Tried to leave today quoting expense old equipment
They were not interested
They know they have got you.
Will not change for modern equipment so stuck with old obsolete box
Why can’t you you just let people leave?
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-02
- Comments
-
Extremely poor customer service, no connection form2
Months no one cares, speed is a big lie
- Location
-
- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2023-12-11
- Comments
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Disconnection through customer service is cumbersome. Existing customers are chased away by high renewal rates.
- Location
-
- Location
- ha4 6lr
- Reviewing
- Virgin Media
- Date
- 2017-12-14
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-06
- Comments
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Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.
Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.
Advice here - DO NOT sign up to Virgin.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-15
- Comments
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Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
- Location
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- Location
- Edenbridge
- Reviewing
- Virgin Media
- Date
- 2015-08-28
- Comments
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Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
- Location
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- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
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I've been experiencing constant problems for the past 2 years. As the speed and reliability got unbearable, I finally changed to Sky today.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-12-10
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2020-12-30
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-02-21
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-07-18
- Location
-
- Location
- Halifax
- Reviewing
- Virgin Media
- Date
- 2021-12-12
- Comments
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Trying to use their online services are about as much use as a chocolate fire guard. They never recognise usernames and passwords then force you to change them and still don't bloody work I will be changing back to sky in 12months now who aren't great either but slightly better
- Location
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- Location
- Seabrook Kent
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
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Been complaining for months about the
internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
- Location
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- Location
- Cheswick green
- Reviewing
- Virgin Media
- Date
- 2017-09-12
- Comments
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Absolutely disgusted.been mislead and lied from start to Finnish. Been charged for services haven't got anymore and when complained was first told to ignore the bill and would receive a new one. Found out they had charged me anyway.when rang again and was told that Thier notes say I was ok with the bill. When ask to speak to a manager was told to hold the line but they hung up. Rang back same story asked to speak to a manger told to hold the line then hung up again, don't use them.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
- Location
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- Location
- SOUTHAMPTON
- Reviewing
- Virgin Media
- Date
- 2013-06-12
- Comments
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Very few problems and the call centre if I need it are always helpful. I can't see why I'd change and risk another provider like the over-priced BT.
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2020-07-01
- Location
-
- Location
- Bootle
- Reviewing
- Virgin Media
- Date
- 2021-08-03
- Comments
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Virgin media customer service is vary bad. To contact them even at 8am you need to wait around 20/30min and then after long and pointless conversation you are in the same place as before but more opsed. They should provide me broadband 22/7 but they failed so they reschedule to 4/8 but then day before they informed me that they need more time so next attempt will be at 16/8. We will se but now I understand that installation dates are liquid and optimistic. Be ready to wait very long time to get it installed.
- Location
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- Location
- Rothwell
- Reviewing
- Virgin Media
- Date
- 2019-04-10
- Comments
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Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
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Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.
Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
- Location
-
- Location
- northampton
- Reviewing
- Virgin Media
- Date
- 2022-03-28
- Comments
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service compare to price that have to pay them is worst ever seen. try to disconect from over one hr from them !!!!!
- Location
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- Location
- Finchley Central, London
- Reviewing
- Virgin Media
- Date
- 2020-09-17
- Comments
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Broadband deal looks great on paper. 200mbps for around £35 is a great deal! If only it was 200mbps, and not 2mbps 30% of the time.
Customer service is absolutely appaling, it takes an hour to get in touch with someone, and they have absolutely no idea what to do or how to troubleshoot this. Questions such as 'have you tried moving closer to the router?' when I am connected with a Cat6 cable (which was stated multiple times before). I ended up buying my own router and using the VM one as a modem only, which made no difference to the bandwidth reliability.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-11-14
- Comments
-
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
- Location
-
- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
-
We pay for 200 Mb internet and it's normally around 130 Mb and we pay £37.50
In three years we only had a problem with our lane line and while the engineer was here they fitted a one modem. Great service and reliability.
- Location
-
- Location
- Cheshunt
- Reviewing
- Virgin Media
- Date
- 2017-05-27
- Comments
-
PRETTY AWFUL SERVICE TO BE HONEST.
We have patchy reliability and the speed often dips, the cost has been going up year on year but the service is still poor. Changed bank accounts and the DD glitched for just one month and they charged us and additional £10!!!!
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-10-18
- Comments
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I wish I could provide less than one star!
After signing up and being assured I would be able to get broadband up and running using their quick start package that they sent (to the wrong address), I then found out I needed a virgin socket installed and would have to wait a week for an engineer to come out. He was due to come out yesterday, I was given a timeslot between 1pm-6pm, got a phone call at 5.55pm to say he would be late and he couldn't promise he would be there by 7.30 (I had to leave for work). Was on the phone for over an hour only to be told he had three more jobs to complete for he got to me and there was no guarantee he would even make it to my house, when we were hung up on by the customer service line. We rang again to be told he wasn't coming and the next availble date for an engineer to come out would be a week later - then I get a bill off them for £74, two months payment up front and a £20 activation fee, when I have no service and nothing has been activated!! They are utteraly appalling. DO NOT use Virgin Media.
- Location
-
- Location
- South Yorkshire
- Reviewing
- Virgin Media
- Date
- 2020-01-24
- Comments
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If you could give no stars I would give them that. Worse company ever!!!!
Could never get a signal in any room I live in a 2 bed flat ridiculous to say the least. Call to get someone out good luck they don’t show. The best of all they don’t understand the words of cancelling and continue to charge you even though you haven’t used the services in 2 months. Waste of money £40 just for WiFi nothing else included. These guys love wasting your money and your time. Very contradicting on the phone, worst customer service I’ve know in my life. Honestly Virgin Media you can shove it. GO WITH SKY GET MORE FOR YOUR MONEY DON’T LET THERE LIES GET YOU.
- Location
-
- Location
- Eastleigh
- Reviewing
- Virgin Media
- Date
- 2018-07-17
- Comments
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When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
- Location
-
- Location
- Staffs
- Reviewing
- Virgin Media
- Date
- 2024-03-29
- Comments
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I gave the engineer freedom to put the router in the best place and explained we'd had problems before with Wi-Fi reaching all areas of the house. He assured me their hub was the best on the market, with super strong reach and great connection speeds but that if we did struggle then Virgin would supply us with a free mesh pod to help. That was not true. The reach is worse than it was before and they want me to pay an extra £96 a year to improve it with their pod. When I asked to put a complaint in, I was told I'd get an email in response. I was not told the agent had closed it himself and marked it resolved without any such agreement with me. We've been a customer less than a week and I'm now trying to decide whether to use the 14 day cooling off period to go elsewhere or to stick with it and go to the Ombudsman. It's disgusting how poor the service has been and how bad the connection is.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-08-12
- Comments
-
5/8 box installed- technician went outside to check signal 'bad news' you need a repull ... Nightmare begins . He took all the equipment away , otherwise I'd have to pay from that day!
12/8 technician turns up 9am and didn't know anything about repull . He out the box in and two construction men turn up to lay cables . I had 8-1 slit they promise a 4th chap would come the same day to do the repull .
I rand virgin 5 TIMES that day , and been robbed off by advisors India and lied too to get me off the phone .
Outcome - no service . Call 5 established that manager will call me tomorrow as repull has been rescheduled for 21st August!!!! What a joke this company is .
Don't be drawn in by flashy adverts or prices as their service is very very bad , infact one of the. Worst I've ever experienced . 5th call today lady an hour and I've put in a complaint that could take 28days for a reposnse ! Shocking .
Very person from virgin has lied or fobbed me off , wish I'd stick to BT
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-05-07
- Comments
-
The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-03-31
- Comments
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Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-08-25
- Comments
-
Most dudgy company ever seen
They overcharge me more than a time....
Stay away please
- 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.