4,684 Customer Reviews over 118 pages
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-10-12
- Comments
-
TEST RESULTS:
23.32 Mb Download speed
5.77Mb upload
20 ms ping time
Recommended switching to Virgin @ 'up to' 300Mb - That is who this rubbish service is being supplied by
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-11-26
- Comments
-
If there were 0 stars I would give them that. Rubbish customer service, been called a liar by the MANAGER when reading out facts about my contract.
I’m trying to cancel it at the moment WOUL NOT RECOMMEND AT ALL, TRY TO AVOID
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-09-02
- Comments
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Virgin media, what can you say? The used to be a credible company when it was virgin mobile, now they are truely awful, yea the broadband isnt too bad.. but its expensive as hell. worth it? I wouldnt say so. If you have an issue, which you will... youll have to be ignored, hung up on... and just pushed round in circles. Don't bother. If you want awful customer service...dont pay a premium for it. The tv service is slow, expensive and out dated.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-06-23
- Comments
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This is by far the worst internet company I've ever had. I had to leave my home and cancel my account and I found myself calling three times and talking with five advisors who gave me totally confusing answers contradicting themselves. I cancelled my Virgin Media access to the Internet earlier to my flight to my country because I just wanted to get rid of that messy company and have no relation with its disastrous organization. I haven't taken the flight to my country yet and I still don't know if I'll have more problems with them. By now, I'll have to pay my bill for July even not being here. Swindlers.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-09-28
- Comments
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DO NOT USE VIRGIN MEDIA!I have been with virgin media for 18 months now, no longer out of choice! The customer service I've received is appalling, you will wait on hold for around 45 minutes before your call is answered and when it is you are just transferred from one department to the other with none of them able to help. I tried to leave a year ago but was in a contract, my contract finished 6 months ago and I have been trying to stop my services ever since but it is impossible. They have no email address and the only contact is over the phone, to which they disregard that I have ever given my notice (3 times now) and continue to attempt to take payment monthly. I cancelled my direct debit, figuring it would be the only way to make them understand and now they are ringing several times a day, yet when I answer I get told they are unable to help and that I need a different department, to which the 'stuck on hold' circle starts all over again. I notice it is not only myself who has experienced these issues with them and several people seem to be struggling to end the contract. Absolute joke of an organisation do not bother with them unless you want to be stuck with there services for a life time, don't waste your time.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-07-26
- Comments
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I don't know what has happened to Virgin but Usain Bolt has been replaced by Ann Widdecombe with her laces tied together.
Just awful. Phoned their service desk from my Virgin phone and after 200 keypad entries I just got "the other person has cleared". Meant to be getting text message updates on a service outage which is meant to be fixed but event their text service is down.
I pay for a 350Mb/s service which is capped down the network (trying to hide it) at 80Mb/s.
Spoke with the paranoid android customer service person and I just gave up and gave notice. Comical.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-03-24
- Comments
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Where to begin. I signed up to get Virgin Media Vivid 100 on the 29th February, three and a half weeks ago, after one of the webchat team said my house was able to get it. The installation day was 11th March, I was asked to be here from 9am, so I took a day off work unpaid. The installation team turned up and said they needed to send their manager round to take a look and they went away. A few hours later a van pulled up outside and the supposed manager got out, expecting him to ring the doorbell or call me, I didn't go out, and next thing I knew the van had gone again and bright green spray paint had been sprayed all down the road with a big arrow pointing at my house. No one contacted me to let me know what was going on, despite a manager coming round. I was in all day and had to call customer service three times and speak to various people before I found out that a note had been left on the account that construction work would need to be done before the installation could take place. I said there and then that I wanted to cancel it but was passed on to a cancellations guy who practically begged me to stay with Virgin Media, reducing the monthly cost, who assured me everything would be done and installed two weeks later. So today, the 24th was booked as installation day, I took another day off work, unpaid, so that I could be here, as requested, to meet the installers. So three and a half weeks have gone by since I was told I could get Virgin Media internet, in those three and a half weeks, 1 installation team and 1 manager have visited the property. 13 days have gone by since I was told construction would be complete and I would have Internet set up by the end of today. I had a text from Virgin at 9am this morning, confirming that an installer was going to visit. The end of the day comes, no one has contacted me or visited, so I call customer service and after speaking again to three different people from three different departments, I find out that a team visited yesterday and decided the construction work couldn't be done. No one bothered to call me, text me or email me to let me know that! I was told some team did try to contact me today but couldn't get through which is completely unbelievable seeing I have been making and receiving calls fine all day, but instead I got a text this morning confirming it was going ahead as planned and was led to believe that all day as no one reattempted to contact me, by email, text or phonecall. I received no contact ALL day from Virgin Media to let me know that or to apologise for the complete goose chase I have been led on, the dire lack of communication in general, and the huge inconvenience of having to take two unpaid days off work. I've lost £140 from my paycheck and waited nearly a month for absolutely nothing. I am then recommended by the website to make a complaint over the phone, and am told after speaking again to multiple people, that I can't make a complaint or receive any compensation because my account has been cancelled! Is this a joke!
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2019-11-28
- Comments
-
Never met such a terrible company for customer service- random bill charges - still send bills after I left - and then say I have not returned Router - really very difficult to contact anyone to sort out anything about bills, account or anything else - have to speak to loads of different people each time- and call costs usually charged for. Cut believe this company gets away with so much!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-01-11
- Comments
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My company uses virgin media for phone and broadband.
It’s caused us nothing but stress ever since and have even requested to leave.
They signed us up and was on the ball taking details and getting us to sign the contract, especially taking the money.
Following this and with no exaggeration they simply went from a 10/10 to appalling and failed to give me a installation date - I had to contact them and they simply forgot about us.
We have emailed them daily requesting a port form to change our phone lines over and simply have ignored us for the past 3 months.
I’m extremely disappointed and would recommend anyone with a business looking for virgin support I would stay clear.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-12-15
- Comments
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I especially switched to Virgin VIVID 100 Fibre Optic for the gain in speeds. The installation technician showed me 108Mb/s. 3 months later, we battle to get even 50! The signal still drops out, just like BT. What's the use!?
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-08-04
- Comments
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Avoid at all costs. Truly terrible customer service. Takes forever to get through, they don't care, and don't do what they say they will.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-03-25
- Comments
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Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
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Terrible customer service. I have been with them for 5 years and I have finally had enough.
The broadband goes down every other month with intermittent problems. Last night it went down and when I called them they said that it would be down for 2 weeks.
They then followed that by saying and I quote "there is no compensation but if you ring up after the 2 weeks we won't charge you for the time it was offline"
.... as you can imagine the fact they would have still charged me if not for me calling and complaining made me rather upset with their appalling service. Not to mention the lack of compensation. AVOID VIRGIN
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-08-12
- Comments
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I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-10-04
- Comments
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they started off good but then they seemed to completely forget that I was a loyal customer. They never informed me of deals they had going which would help me as a customer. They put prices up at a quick rate and only tried to help when I said I was leaving them.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
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Move to Virgin as they would install fibre as no 'tap' outside my house due to council cock up. The planning of the install was crap as the promised dates, didn't turn up with no notice, appologies etc. Then do the job unanounced. The guy who did the internal install was good. He called virgin to say that I wanted phone no. transferred but it didn't happen. Numerous calls to previous supplier and Virgin and the issue was that Virgin had made mistakes and not contacted previous supplier...me having to pay both suppliers ..Virgin payed some compensation but no confidenece in thaem...not a good start. I am now not getting the speed I signed up for..but have you ever tried getting throght to them let alone getting a positive result? Absolute pile of crap...don't bother...I will be moving at end of contract.
rered
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-12-05
- Comments
-
Terrible service. I'd been paying for "up to 100mbps" for a while but I never managed anywhere near that and during evenings and weekends would regularly get 11mbps! When I'd signed up for the deal the lady at Virgin assured me that at busy times the speed I'd receive might be slightly slower - she said about 5% slower. I couldn't believe the rubbish speeds I was getting. I then changed my package to 50mbps and I can actually now get this mid morning during the working week. At the weekends or evenings it's still normally 12-24mbps. Pathetic Virgin, I am seriously unimpressed. Unfortunately I cannot change my contract now as I am moving in less than a year. Stuck with this rubbish now for a bit longer.
- Location
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- Location
- BRISTOL
- Reviewing
- Virgin Media
- Date
- 2022-07-15
- Comments
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I'm absolutely appalled with Virgin. We've been a long standing customer of over 20 years. They've made the odd mistake, which I'm happy to notch up as experience and move on as it's been resolved. However they've made a massive mistake on our new contract and we're paying £60 a month more for the same service, which wasn't what we discussed and supposedly they can't find the details of the conversation we had and said my wife was 'LYING' over the phone! How dare they! If it wasn't for the fact the contract is in my wifes name, I'd be severing immediately. Quite rightly my wife is trying to get the situation sorted, but one thing is for sure I would never recommend them ever again. Shockingly bad customer service and can wait to get rid of them.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2010-06-07
- Comments
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I have been with them for about 5 years now. Customer service has improved a lot and if I need to call they no longer use premium rate numbers and calls are answered very promptly. The main problem is the email service which seems to very problematic lately often being down hours on end and smetimes most of the day! I also have recently had a lot of problem acessing webmail when in the USA which I am hoping has been resolved now that its changed to Googlemail. My speed is usually quite good but never get the 10mb more like 7mb on average.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-05-12
- Comments
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Have to say coming from having Blueyonder then Telewest and then on to Virgin media. In all 3 instances I have found the customer service hit and miss, sometimes they are great other times you get someone who doesn't speak English very well and getting your point across is very difficult. with regards to Broadband.. absolutely the best. solid 220mpbs / upload of 12mbps+.
people tend not to say anything if they are happy so you will see a lot of negative comments. I have had Virgin in its previous branding since 1999(dialup!) I am now paying £43 a month for 200mb BB, home phone and full house TV package)
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-02-13
- Comments
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Don't recommend Virgin Media. Every month the bill is wrong- have to call them few times a month and issue still not resolved. they promised me amazing deal to stop me from cancelling, still charging me wrong amount. very disappointed...
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-09-09
- Comments
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Be aware of the last Virgin Media extortion scam when moving provider!
I'm a Virgin costumer for some years , but as the prices keep rising and rising , I had to look for another provider. I choose a new provider last week. My package with Virgin is the "Player Bundle " with a cost of £45 monthly . NO EXIT FEES !
Yesterday, I received from Virgin Media , this email upgrading my package.
I immediately call the costumer service to cancel my services. After waiting 15mn and another 15 of silly verification they told me that I couldn't cancel ! I'd to call again after the 18th of Septembre date when my services will be moved to the other provider!
Today I called the costumer service again, and manage to cancel my Virgin account after the 9th of October, BUT, I've to pay for the unrequested service upgrade ( 68.38£ on the 17th of September) plus the £45 of the actual service ! As you can see on the email transcription .
This is absolutely unacceptable ! I hope there's someone o can help me to avoid this extortion scam ,
Hi Jose,
Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
Mix TV
We've removed:
Player TV (M) - Telephone Line Rental - Talk Weekends - Premium Rate Barring - Free Voicemail
Here's how your changes take effect:
Service changes were made to your account on 26th September 2018
These changes will take effect* from 26th September 2018
Your next bill will be £45.00✝ and will be created as normal on 17th September 2018
The following bill will be £68.38✝ and include all credits and adjustments based on when the changes took effect, this is due 17th October 2018
Your new monthly bundle cost thereafter is: £54.11✝.
We've attached a receipt will full details of your new package, plus all the details of costs. If you have any questions about your bill, please visit My Virgin Media.
Kind regards,
The Virgin Media team
* A 30 day notice period is required. You will notice the service change after this period.
✝ Just to let you know, this cost doesn't include any call or Pay per view costs. It doesn't include any outstanding balance, payment handling or paper bill fees either. Just your monthly bundle cost.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-05-09
- Comments
-
Virgin broadband used to be good before they completely oversubscribed there service. There has been ongoing issues with Virgin in Bristol for years and it is still ongoing. Speeds are less than 1 mb/s when have paid for 30 mb/s. They have said it will be fixed by Oct 2014. It is now May 2015 and they are still saying it will be fixed and give out random dates only for it to be pushed forward when the stated fix date arrives.
If you want reliable broadband got elsewhere as Virgin have become a joke.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-10-21
- Comments
-
NOT satisfied with the broadband outages that keep occurring quite regularly for at least a week for no real reason and how long it takes to get it sorted EVERY TIME, but EXTREMELY satisfied with the Virgin Media engineer who spent a long time sorting out the fault, which was successful. I don't know his second name but his first name is James and he visited our property on 21/10/2016. Thank you James! He persevered and was lovely and very apologetic
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-01-04
- Comments
-
Shocking buffering. The signal doesn't even reach upstairs in my tiny house. Cannot wait to leave. Stay we'll away from them
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-03-31
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2022-09-02
- Comments
-
Absolutely TERRIBLE.
Virgin cancelled the installation at 8.15pm the night before installation on 2nd September having already cancelled my existing broadband supplier.
Gave me a date of 24th October for the install. Outrageous and unnaceptable to leave us without broadband having given us all the sales talk.
Have cancelled contract with them which in itself was a difficult experience.
I would AVOID like the plaque if i was you
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-05-22
- Comments
-
Really poor customer service and the tv box keeps going wrong. Super disappointed
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-23
- Comments
-
We called Virgin media over a month ago and we was promised a call back from the sales team but we heard nothing then we got three scam calls we told virgin media they admitted that they have had loads of customers complaining about this they advised us to report it as a crime we did but was promised a call back from virgin media but we did not so I went on live chat and after the chat even though I mentioned my issues and what the scammers questions asked and not to use these questions when the real virgin media called they ignored me and asked the same questions so my husband did not feel safe and neither does my son, do not choose virgin media I would never recommend them
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-01-31
- Comments
-
The experience I had was like "hotel California", ie you can check out any time you like but you can never leave. Signing up is the easiest possible but when you then (after 6 years!!) want to leave for another provider you suddenly have to jump through a ridiculous number of hoops. You can upgrade and change plans on their website without any hassle but hey nowhere is there any chance to terminate your account. Nope than you suddenly have to call or go on a 10 hour WhatsApp obstacle course. Horrible horrible experience.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2014-04-20
- Comments
-
I used to be an NTL customer. Then NTL became Virgin, we lost all the sky channels and I left Virgin swearing I would never deal with this bunch of dishonest scum again. 2 Years later i find myself in an area with dreadful ADSL and am forced to go with Virgin if I want servicable internet. I knew this would be a nightmare entered into, and guess waht, yes it is. This company is a disgrace. It invests millions of pounds in new main backbone infracstructure but then completely fails to support this with suffucient capacity in the street boxes that share the internet and TV out to its customers. In the last 4 years I have had to phone up and complain every 5 to 6 months that my TV signal has gone so that half my channels can no longer be recieved, and my internet is clearly being swamped in the box as I get sub 1mb download in the evening. If I try at 1am miraculously I get full speed. Every time I phone up some idiot at the call centre tries to tell me it is a TV box issue (what...both of them! really??) and that my router has a problem - oh just like it didnt have a problem on the previous numerous visits. I know how the system works (I'm a network engineer) and I actually explain the workings of their own system to these gimps and yet they insist that I have to wait in my house for an engineers visit - I do not need an engineer in my house, he just needs to add a card or fix my connection in the box in the street -but every time an engineer comes out and confirms once again that my boxes in hte house are perfectly fine and it is a problem with the box in the street - wow really...you don't say....
The thing is that Virgin could get rid of 95% of their complaints and negative feedback (and maybe not piss off all their customers ..just an idea) by sorting out the capacity on the boxes in the street - this will cost money - but how many customers leave because of their shocking service???? I can now get BT fiber in my area, my Virgin contract is about to be cancelled - thats about £1200 a year they wont be getting off me because they wont put some £4 interface cards into the box in my street.
- Location
-
- Location
- BRISTOL
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
-
I have had problems with virgin internet for the last 6 months and they still refuse to send an engineer out. Customer service is a complete joke most of the time you can't understand what they are saying.!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2009-09-25
- Comments
-
20mp connection. The only time I get the speed I'm paying for is early hours of the morning.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-07-20
- Comments
-
Removing 10 channels with 2 days notice but can't get out of contract for 30 days.
As for broadband speed, paying for 200mbps and getting, if lucky, 40.
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-16
- Comments
-
If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-10-14
- Comments
-
Slow, unrealiable, costly. I have used Virgin internet connections around the country and it's the same story everywhere. Terrible - pay the bit extra and get BT, a lot better.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
-
DONT go with Virgin Media, absolutely useless. We've had to call them up multiple times telling them how slow it is and they say that they've 'fixed it' when nothing has changed. It got to the point where we had to get a whole new router and funnily enough it is worse. I have heard a lot of people complaining about how bad Virgin media actually is. We have swapped to BT and it was the best decision. Fast and teliable. Save yourself a lot of stress and DONT go with Virgin media!!!!!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-04-01
- Comments
-
ONE word ZEROooooo Review, I understand there are technical issues and thats norma, but the scustomer suport are like robots, very limited. I dont blame the people working in there, they just follow a must do process, they dont really care if you cancel your contract or have painful time with the service because they dont believe in this crap brand. unfortantly today you can be a billionare even if you have bad rating..Im not a hater but this like taking an advantage of customers.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-03-31
- Comments
-
Broadband is usually fast but let down by poor home hub (compared to BT) and very poor customer service/call centres.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-09-26
- Comments
-
The worst broadband I have ever signed up for in my whole time of having WiFi.. you pay over a hundred pound for the tv to buffer we don’t even use the land lines because we have our own mobiles... the WiFi is a load of ******** every 5 minutes when I go on if it crashes when I go play on a console or something as my game needs online it did connects every single game... £70 game and can’t even ******* play it... defiantly ending this ball **** contract in November... BT FIBRE OPTIC PEOPLE !!!!
- 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.