4,684 Customer Reviews over 118 pages
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2017-01-04
- Comments
-
Signed me up for anew contract without my knowledge!!! and now wont let me leave.
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-09-20
- Comments
-
It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this?
I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis.
If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy.
But you do it anyway. Just look at the reviews amassing on Trustpilot.
When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
- Location
-
- Location
- Milton Keynes
- Reviewing
- Virgin Media
- Date
- 2021-10-12
- Comments
-
The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses.
I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address.
As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee.
I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised.
When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours.
These calls have again not occurred one week later.
My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service.
All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent.
Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2022-07-08
- Comments
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Avoid this company like a plague. They lie to you to get you business and then ignore you when you find out the truth. These are con artist that are allowed to get away with it because they are a big company
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-03
- Comments
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My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-09-21
- Comments
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NEVER go with Virgin. Someone from their end, without my consent, canceled my contract when I first joined and signed me up to another contract at double the price!! I had to argue to get a reduction and then they kept charging me the double price. Customer service always assured me it was sorted, but it NEVER was
- Location
-
- Location
- Arboleas, Almeria , spain
- Reviewing
- Virgin Media
- Date
- 2019-08-21
- Comments
-
We used Virgin media since they entered the market. To be honest the speed provided was by far the best in our area in North Somerset, and possibly still was when we left the uk last month. Although customer service was never their strong point they were a pretty reasonable outfit to deal with. That was until about 3 years ago when I believe they may have changed ownership. Since then their service has become well beyond terrible.
I have spent hours on the telephone wasted to somebody who calls them selves Mark, Jane, Peter and so on, who does not have the slightest grasp of English , who seem to go out of their way to be unhelpful.
This company has become so bad that I am totally bewildered why Sir Richard Branson allows the Virgin brand to be used.
They add in little extras onto the bills without telling you, and when you try and find out why, you will spend hours arguing and not get any answers. If you do you won't understand them. When we were moving and had to cancel or change address on every service we had, about 90% of our time was taken up by our dealings with Virgin Media. I ended up ripping out their equipment and carting it into their last remaining shop in the area (as they have closed them all down) and dumping it on the shop counter. They were so unhelpful.
The broadband maybe fast, but please don't get tempted by that as you will suffer for it.
AVOID AVOID AVOID
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-15
- Comments
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Horrendous customer service. Occasional interruptions (a few times a year) that my neighbours do not appear to have with other providers, and that also seem to be area-specific (I moved in the middle of my contract, and one place was bad, the other good).
- Location
-
- Location
- Wimbledon
- Reviewing
- Virgin Media
- Date
- 2015-11-03
- Comments
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Don't get Virgin if you think you may move. I moved into an area they did not cover and they hit me with a huge cancellation fee despite the move team saying this would be waived as I had only 3 months left...and they got the equip back in perfect condition. Thier customer service was horrible about it and even asked me to justify why I moved! Felt they just wanted every last drop...sadly for them they will get a few quid but lose out on the £30k or so I will send over the next couple decades and I have a great story to tell when the subject comes up.
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
-
Hopeless serice provider, it works when it wants to but not when you really need it. Absolutely non existent customer service so no way of getting redress. I finally got through once after about 50 attempts over one year and even then they were completely useless. Totally rigid and unmovable and absolutely no intent in resolving problems. The problem is them but then that's my problem because no other customer serice choice! This has really put me off landline broadband for good so I'm just going to cancel as soon as I get through to the right department and tether my mobile. I joined through a comparison website but I would have to warn others now to steer clear of virgin based upon my experience under their useless service
- Location
-
- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2019-08-07
- Comments
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The actual service was quite reliable however their customer service is appalling so my advice is DON'T TOUCH WITH A BARGE POLE!
I was with them for several years but felt I was paying too much for a service with lots of features that I didn't use - asked to reduce level of service to reduce cost and was told (after spending a couple of hours on phone) that it was not possible -so decided to leave. Sent letters (by recorded delivery) and also contacted another broadband provider. It seems when the other provider contacted VM to transfer my telephone number the disconnections/retentions dept became involved- they offered me a decent package at a reasonable price and I was tempted to stay - I queried if the cancellation letters I had sent would affect anything and was assured that if I agreed to a new contract then they would not take effect. GUESS WHAT - go away on holiday and aware of a problem, so contact VM to find out that whilst I have been away my services have been cancelled from my letter! I spent over an hour on the phone trying to get my services re-instated - no form of apology - they admitted there was a recent contract but no notes on the system to say to ignore my cancellation letter so the service had been cancelled. They would happily set up a new contract but at a higher price than I had agreed- of course I refused and demanded to have the agreed contract re-instated - got passed between several members of their staff to be told the same thing - asked to speak to a manager - was told I was going to be put through, then the same person came back and told me the manager would say the same thing! I got cross and they hung up on me - AVOID YOURSELF THE STRESS - DON"T DEAL WITH THIS COMPANY - THEY DO NOT UNDERSTAND CUSTOMER SERVICE - GO ELSEWHERE.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-05-04
- Comments
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The broadband speed is ok and it works fine. But the customer service is awful. If you have any problem with the service they are going to take weeks to solve it. The people of the call centre they cannot help you because they do not understand anything about the service. In conclusion, do not contract virgin if you want to be well treat.
- Location
-
- Location
- South West
- Reviewing
- Virgin Media
- Date
- 2009-10-29
- Comments
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Speed should be (upto) 10 meg. Speed shown after running test 0.0 meg !!! how bad is that.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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I have been a customer with Virgin Media for over 10 years I received a better deal with alternative company.
Virgin said they would match the deal and I signed a contract forthwith.
What wasn't explained to me was a data cap of 30 GB and I wasn't aware of this until they wanted an extra £7.50 for going above the data allowance.
By this time the cooling off period had elapsed.
I have never had this cap before and it’s supposed to be same as or better than previous contract why would you sign a contract that wasn’t as good.
Don’t confuse cap and speed as I did.
Just lodged a complaint with OFCOM
Watch this space
- Location
-
- Location
- Gloucester
- Reviewing
- Virgin Media
- Date
- 2016-04-24
- Comments
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My internet has been down for 3 days because they broke the line. Whenever I call up they just say that they has found the problem and they are sending an engineer. I assume the engineer is on the moon as you should be able to get there within 24 hours anywhere else.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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Since last year customer service very very poor layers,ignorants no help at all.
- Location
-
- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
-
Non-existent customer service, horrible TV reception and long, long waits on the phone. I changed to Sky, who have been brilliant. Virgin have now promised on three occasions to send packaging for their old eqipment, but seem incapable of sending Jiffy-Bags through the post. They have, however, warned me against disposing of their equipment, which is so old it has NTL on the front! Never, ever, again, they're absolutely useless!
- Location
-
- Location
- belfast
- Reviewing
- Virgin Media
- Date
- 2014-12-28
- Comments
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awful internet provider, the speed is fine when it works, which has been becoming more and more rare, it just stops working at one point and wont give you anything until maybe a few hours later ,waste of time and money
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
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The contract negotiations you do over the phone are not added to the contract,so they will tell you yes to what you ask for and charge you for what they want.you get connection charge, disconnection charge, equipment charge.My offer had £50 off to you when you join and to the person who recommended them- it was missed.
The speed is faster than of other providers,however less than what you pay for.Mine was vivo 100 , on speed tests i received below 50 and that was with router on the table.
The thereafter fees always applies,it doesn't matter if you specify that you make the deal for only 12 months or the length of the offer.If you try to contact customer services you better be prepared to wait more than 20 min ( 19 min and 28 sec) just to find out that the system said that ...it is your fault. I hope that one day the regulators are going to force them to reimburse customers for not respecting their contractual services as they did with the banks.Until then good luck!
- Location
-
- Location
- Stapleford
- Reviewing
- Virgin Media
- Date
- 2017-09-20
- Comments
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The connection it self sometimes is good mostly rubbish, I supposed to get 100MB but to be honest I think I never had more than 70MB. The worst thing is the customer service, bunch of liars, money suckers unpleasant stupid people.
From the beginning I got lied at the store with my package, then when I tried to sort it out through phone, and later they kept on raising my premium through the year... would never recommend to anybody !
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2019-08-01
- Comments
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I've been with Virgin Media for around 2 months. In that time, there have been around 5 outages, with a couple of them lasting several hours. Once the network comes back up, the Virgin hub takes several more hours to connect and get stable (lots of false starts, lots up connecting then dropping the connection). The web page and general interaction with Virgin are awful. Speed is decent when the service is up, but see above. I can't say that Virgin can be relied upon if you really need the network to be there - I'm doing a house remodel and need the internet a lot, plus our home entertainment is all internet. Will be switching. Awful
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2017-12-09
- Comments
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For 8months the bill has been wrong every month.
The contract is for £29. But they charge £45 every month promising that it will be correct next time without fail.
Takes at least 30 minutes each month to get this sorted.
Do not sign up with Virgin Media unless you want continuous stress.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-12-16
- Comments
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Been with Virgin media since they were NTL and always satisfied but they have been pushing prices up. I found a good virgin deal on line but they would not let me have this as I was not a new customer. Another example of new customers getting better service than long sending ones. Out of principle I swtiched to BT. BT only offer 57 Mbps against 70 from virgin so was unsure if it would be as good but virgin only ever achieved 30 Mbps over the wifi at the tablet. BT are achieving 50mbps and their hub signal is better. So far I don't understand why I did not switch to BT sooner.
- Location
-
- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2020-01-21
- Comments
-
Every two to three weeks it goes down status checker says no problems for a few hours log in wants to book an engineer. Another hour it says we have a known issue late PM it works again
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2017-09-11
- Comments
-
I'm extremely disappointed with virgin media. You guys pressure sold me two contract which is fine but at least supply me with the product. Twice you cancelled the installation on one of the address. Every time you cancel, it cost me money because I have to travel to the installation address from London and the train ticket I bought is not used. Shockingly you don't even have a complaints department that I can complain to. They told me to write a LETTER to them, 2017 people. If I can only go back I would've never ever signed up. Very very disappointed
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-15
- Comments
-
Terrible service, Been trying to call for two days, left hanging on for up to 15 minutes then phone goes dead. Emailed CEO's office who got back to say they would sort out ASAP but nothing yet. Their prices are ridiculous and just want to discuss so I can either leave or get a better price. Not sure what I can do- feel like cancelling my payment and letting them chase me.
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
-
Usually very good cs but today, so rude no help whats so ever made me very upset, ignorant women
- Location
-
- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2019-12-18
- Comments
-
The worst customer service i have ever received. they always have to transfer you to a different team and then I have to complete security again. this normally happens 3-4 time then they eventually tell you they cant help. then you ask to speak to a manager and they hang up on you.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2019-09-07
- Comments
-
Fine until you want to try and leave as per your contract. You're made to make a phone call, and subjected to a barrage of rude and provocative questioning about where you are going and who the person is replacing you. I'm actually moving abroad, and the lady on the phone refused to issue the cancellation until I told her what country I was going to and the name of the person moving into the property?! What in the hell business is this of yours?
This is taking account retention on to a whole new level of rudeness and privacy invasion. My contract allows me to leave on given date - so just do that like I ask.
- Location
-
- Location
- Ashford, Surrey
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
-
Advertise BIG and don't deliver, is the order of the day with Virgin. Every time I log in, a banner advertises that in October 2014 my Broadband would be SUPERCHARGED from 30Mb to 50Mb...October came and the banner changed from October 2014 to between February and June 2015, come then, no doubt the goalpost will change again.
Credit where it's due. I asked for a free upgrade to 50Mb because Virgin's upload speed is absolutely dreadful. They promise 10% of your download, but you will only get 10% of the package below the one you have. So my 50Mb has a 10% upload of a 30Mb package...barely 3Mb
Customer service is friendly, but useless.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
-
Was fine with service, until I moved house. Had engineer come out couldn't sort phone or WiFi. Had someone on the phone lie about me and another person lied to me. I have cancelled service with them, will never go back there again. Not too mention wasted £40 this week on phone calls.
- Location
-
- Location
- Axminster
- Reviewing
- Virgin Media
- Date
- 2012-12-04
- Comments
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I've been with Virgin Media for years. Unfortunately, I live in rural Devon. Broadband speed APPALLING particularly at weekends and evenings. For the past 3 days (December 2, 3, 4 2012) it's been about 0.5MB YES!!! 0.5MB!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-05-10
- Comments
-
Don’t often leave reviews but I was so shocked in the end by Virgin’s customer service that I felt obliged to share my experience here. Couple of things happened, firstly on basics:
1) They are a classic ‘wait for hours on the phone, finally get through to someone, get put on hold, then get disconnected’ service and they do NOT bother calling you back. Takes 3-4 attempts to see a basic conversation through
2) They DON’T take notes about your calls unless it suits them - so when you call back weeks or months later referring to advice given in a past conversation it very likely won’t have been recorded - the result of which means they will feign ignorance and change advice as it suits them
3) Finally upon joining Virgin I was given advice about options that were open to me should I need to cancel my contract early. One of these were the option of transferring to a new owner, which would have meant I would avoid paying early disconnection charges. I spent months setting this up under very specific directions from virgin, only to get to the final day where they then said they didn’t support this type of transaction at all (despite earlier detailed guidance from them)
4) Finally they don’t actually process complaints. They literally file the and close them on the spot (and told me this).
In short, surprisingly horrendous customer service, conflicting advice, poor standards of care including note taking or call backs, and in the end they will do what they please without listening to the customer. If you value customer service, I recommend you go elsewhere.
Good luck!
- Location
-
- Location
- peterborough
- Reviewing
- Virgin Media
- Date
- 2018-07-07
- Comments
-
I am one unhappy customer & to feel how ive just been treated.... Back in March 2018 i stated id like to reduce my Broadband, Tv & Phone package as im want to save some money due to moving within the next few months ( Remember all calls are recorded ) So i stated im moving within the NEXT FEW MONTHS. package dropped for me & they stated my tv box was out of date so im entitled to a free box as ive been a VALUED customer for 23yrs. yep a long time.... The point to this is i have now moved and contacted them about my move & id like to keep my service at my new place thats out of town. BUT? got told they dont supply cable to that AREA. little gutted as always had a great service from them. yes i was happy till i get told they put me on another 12 Month contract ( Remember i stated at the beginning i am moving within the next couple of months ) NOT Happy i stated listen to the recorded message & i stated i am moving so that member of STAFF should of said due to you moving i would advice not to change your package untill you move or it will put you on another 12 month contract & im sure all would agree here with me as i also deal with customers. also she should had stated what the address to your new place so we can check we have cable in that area. yet again another customer service point that should be asked but was not ( they can also listen back to the recording ) so with me now one unhappy customer being told i have 8 months to pay for and me stating all ive said above to listen back & also to hold that recording on file for me to take matters to court if need be, her reply was thats fine you take us to court as you will lose as we are a big company and will all cases and you will end up paying court cost... Then at that point i was more than pissed off with that kinda customer service & i stated if she worked for me you would be sacked on the spot for that kinda attitude.... Now in the post at my new address i have a red letter stating what they will be taking from my account. i have blocked this Direct debit and now will proceed to higher matters. but never again would i now use Virgin Media again...
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-09-11
- Comments
-
Utterly atrocious customer service, great connection. I felt like i had been lied through the teeth about basic set up e.g. installation date. Kept getting palmed off by people. It lasted weeks and got promised call backs from the complaints team that just doesn't happen. Once set up, the service works really well, I just hope I never need to contact their service team again - would be easier and less painful to switch!
- Location
-
- Location
- Belfast, Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2014-03-25
- Comments
-
Even whilst connected via ethernet, I've been experiencing speeds below 10mbps at off-peak hours, with extremely high ping ranging from 100-600ms and high jitter. When it works, it works well with advertised speeds, but especially recently more often than not the internet has been extremely unreliable, with extreme ping and jitter issues, making the internet completely unusable. We're on the best package that Virgin offers us, and yet working from home and multiplayer gaming is an impossibility. Not only that, but Virgin increased our monthly cost without letting us know. Absolutely pathetic service.
- Location
-
- Location
- Ripley Derbyshire
- Reviewing
- Virgin Media
- Date
- 2018-12-13
- Comments
-
The salesman told us how amazing the broadband was , unfortunately this was absolute rubbish. The day of the installation the engineers arrived late with no call so we just had to wait in on our bank holiday weekend. After the installation my sky wouldn’t connect I was told to turn off my sky box for a while then turn it back on. It didn’t work when I googled it I found out you had to purchase a wireless connector, which I wouldn’t have minded if I was told about it. After I went out to sweep up the mess they had made I discovered the paving slab they moved was not put back flat and now wobbles.! I called customer service to be told someone will contact me, two months later no contact. As for yr persistent salesmen I couldn’t get hold of him as soon as he’d made the sale. Needles to say we will be changing to another supplier as soon as I’m out of the contract.
- Location
-
- Location
- Stirling
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
I tried to get a quote about a package and asked for details - none of the Chat advisor's information was clear nor did it tally with the website. NO DEAL.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2022-11-16
- Comments
-
350hb fiber for 55 pcm. cuts off often, and goes down completely almost every evening requiring hub restart. never again.
- Location
-
- Location
- Thames Ditton
- Reviewing
- Virgin Media
- Date
- 2020-08-14
- Comments
-
Dishonest in several ways. When they hiked my price last year I decided to leave then they gave me a deal to keep me. On 28th July I got an email saying basically no price increases until December as they were helping our with Corona virus. Then my bill came in and its gone up by £20 per month.
couldnt phine so used their chat. in essence they said the email didnt include the incentive , and re reading it , it was very sneakily and ambiguously written . They are offering new customer an even lower price. Then the agent said al other providers are increasing their prices . That is just not true .
This is not my first experience of dishonesty from Virgin media . Only stayed with them to avaoid the hassle of getting BT line in for conventional broadband.
The service to resolve this is very slow and time consuming and then no resolution. I shall be moving. Avoid this company if you want to be treated with loyalty and honesty. One other issue was that techincal issues took a long time to fix. 2 weeks in one case .
- 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.