4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-28
- Comments
-
Really frustrating and sad how easy and simple it is to set up an account vs cancelling it. I will never take Virgin media again as a broadband provider
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2022-02-26
- Comments
-
Avoid these guys at all costs. I placed an order for virgin broadband and arranged the installation to be done on a Saturday morning as I wanted to be in rather than my wife as I knew they would need to lift a section of the mono driveway. I received several texts the week leading up to the install asking if that date still suited and there Covid rules.
On the morning I got up early to make sure cars etc was removed from the driveway and then waited for 5 hours for them to turn up, but they never did
On phoning them after an hour I was told the that install had been cancelled due to their 3rd party contacts saying that they couldn’t do the job due to the shared driveway and it being mono-blocked. This apparently had been decided by them on Friday but they never contacted me to advise this and in fact I have checked my cameras at the house and can’t even see them looking at the job.
What a wasted day for me and my family
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-26
- Comments
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Awful, very slow speeds and completely inconsistent. Regularly cut out. They seemed cheap at first by tried to increase the price every year. Each time we had to call them to cancel and they would offer us the same deal or £1 or £2 more expensive each month. we stayed with them for 4 years as we didn't want the hassle of moving. We've now changed ISP and get twice the speed for cheaper. they would throttle your speed if you download anything too large (updating my Mac's OS throttled the speed for three days) and would randomly cut out service. The download speed we got on a daily basis is 1/8th the speed they claim to offer, if we were lucky. Never again
- Location
-
- Location
- Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2022-02-26
- Comments
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As with other comments made, I strongly recommend, DO NOT GET A VIRGIN MEDIA CONTRACT. They make promises they do not keep. We where told we could ask for up to three free plug in boosters to help with reaching all rooms in our bungalow with a strong WiFi connection then on asking for them we were told it would be an extra £5 per booster per month !!!!! Then when you try to complain you get someone from Asia telling you I don’t no what…. The only problem is who do you go to instead, they are all the bloody same.
- Location
-
- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2022-02-23
- Comments
-
Good broadband when it's working but when it goes down the customer service is abysmal.Understanding them is the first problem,then you have to tell each customer service staff over and over again about your problems. Our internet was down at 8.15 am and still down at 6pm.Phoned them and went through the normal unplug, reset routine, still didn't work so they told me to leave it for 24 hours and see if that makes it work. 24 hours not from 8.15 but from 6pm.This happens at least once every 2 months. Rubbish customer service
- Location
-
- Location
- Newmarket
- Reviewing
- Virgin Media
- Date
- 2022-02-23
- Comments
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Virgin Media’s website is a mess. Trying to pay the monthly bill consistently every month requires a phone call to a customer service representative (who states they have no complaints). The bill online that is shown is from a year ago. It never updates (several computers / browsers show same thing. They said I should install their app. The app states the app is not available in my country or region. I’m in the UK with a UK phone number and the region on the phone is set on the UK. I’ve had their service for almost a year and nothing has changed. Going to drop their service as soon as our contract expires.
- Location
-
- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2022-02-23
- Comments
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***AVOID AT ALL COST***
Took out an 18 month contact with Virgin for 100mb broadband for £26.25pm, but every 3 months I’d receive a letter telling me that they intended to increase my bill by £3. This happened many times and each time it did happen it took a 1-2hr phone call waiting in a queue to remind them of the original 18 month contract. The customer services have been contracted out to India so most occasions you are left trying to resolve the issue with someone with poor English communication skills.
When I did eventually get to the end of the last 18 month contract I arranged for immediate disconnection but was then bombarded by text messages and phone calls by someone from the U.K. with perfect English communication skills. They eventually offered me an 18 month contract for 100mb broadband for only £17 but I decided to leave anyway because I know from their previous track record that they will not honour the deal.
In total I was with virgin for 8 years, in that time I saw the customer services freefall to a hellish level where I dreaded contacting them.
They offer good deals to new customers but treat existing customers in an appalling manner.
Getting disconnected from virgin media felt like being told by your doctor that you have been cured of cancer.
***AVOID AT ALL COSTS - THERE ARE FAR BETTER COMPANIES OUT THERE !!! ***
- Location
-
- Location
- macclesfield
- Reviewing
- Virgin Media
- Date
- 2022-02-22
- Comments
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Recently switched to BT. Though in theory VM broadband is generally the fastest available unfortunately its let down by its hubs. Wi Fi though not awful is pretty poor. BT and SKY wi fi speeds and VM hands down for speed. That said VM was a solid service, very reliable
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-02-22
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-02-21
- Location
-
- Location
- St Ives, Cambs
- Reviewing
- Virgin Media
- Date
- 2022-02-19
- Comments
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Absolutely awful customer service and I was previously a BT customer - so that is saying something. Broadband speeds never approached those marketed and Virgin progressively increased prices until they were double the local alternatives. Over-hyped and full of corporate BS (' customer service responses are not immediate, allowing you to get on with your day') Pull the other one Virgin - your service is a disgrace.
- Location
-
- Location
- NORWICH
- Reviewing
- Virgin Media
- Date
- 2022-02-16
- Comments
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I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February
BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!!
And this, even after having called them 2 days ago again, spike to 4 different services during more than 1 hour and promised that it has been amended and that a manager would call me..
Virgin Media should stop using their Indian calling center. Useless
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
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Honestly regret getting Virgin Media. It cuts out every day for a good 30 minutes and sometimes I’ll have no internet connection for hours. It is beyond ridiculous. We have had people come out and try sort out the problem but to be honest they have no clue what they are doing.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
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VirginMedia are the Mafia of the broadband world Following the procedure to cancel the contract and having spoken with the customer services, I was told that the service was disconnected and I wont be charged extra from that point on wards.
They still took £56 pounds , upon calling them I am told, account is still active and will stay active for another 3 months. Been on the call with different departments for past 1.5hrs.
They then leave you on hold for you to get so frustrated that you hang up and they keep robbing you further. Please avoid these thieves . Virgin Media , you are the worst services provider across UK
- Location
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- Location
- liverpool
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
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PLEASE PLEASE do not use this company. Like many other ex customers on here it is an absolute nightmare trying to leave them.I have been on the phone (passed from pillar to post), written letters which are ignored, been on live chat and recently been on WhatsApp from Thursday through to Monday, including Saturday and Sunday.Their messages make no sense at all and they are billing me in advance for services I have cancelled and should not be paying for.I cancelled from 6th Feb and they are charging me for the whole month, March, April and May.I have cancelled my direct debit and waiting for them to sue me for non payment for non existing services....I am keeping a record of all the WhatsApp messages and will be sending them to my MP to peruse. If there isn't a law covering this sort of exploitative tactics by companies then there should be.They are absolute charlatans and their customer service is an joke.....unless you are signing up with them of course!
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
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Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
They have the worse customer service team who only follow an on screen process.
I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.
Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.
They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.
I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-02-14
- Comments
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True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-02-14
- Comments
-
AVOID AVOID AVOID
Had to take them to CISAS due to their incompetence and appalling customer service, Conclusion from CISAS
a. The company has broken a term of the contract and has failed in its duty of care to the
customer.
b. The reasons given by the customer are sufficient for the company to remove the ETF or
termination fee from his account, provide a written apology and pay compensation of
£75.00.
11. Therefore, my decision is that the company shall remove the ETF, provide a written apology and
pay compensation of £75.00.
If your a customer don't put up with their crap and if your not don't join them!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-11
- Comments
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An awful unstable service which had a detrimental impact on my revenue streams (I facilitate workshops virtually).
Despite a speed test saying there was 300MB+ download it could take a minute to download a webpage, would simply stop working at times, the hub would turn off or start flashing a different colour.
I am going back to BT which is 10% of the speed (40MB not 400MB) and a little more expensive but we had it for 5 years before Vorgin without a single incident.
Virgin - it is just embarrassing. I've done video calls on 4G with one bar at a higher quality than your 400MB wifi.
- Location
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- Location
- Ch430rp
- Reviewing
- Virgin Media
- Date
- 2022-02-09
- Comments
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Constantly drops out and no success with the help line and engineers to sort the problem. Will have to change provider
- Location
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- Location
- Exeter, UK
- Reviewing
- Virgin Media
- Date
- 2022-02-09
- Comments
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WORST INTERNET PROVIDER!!!
They raised their prices 3 times during our contract and would not provide me a way to exit out the contract. Very hard to get rid of them. Very very bad customer Service. Never ever going back, even if they provide their services for FREE!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-08
- Comments
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I set up on virgin media business broadband in order to get a better, more stable service
My service started on 13 Dec - Virgin did not tell me of a major fault to the service. This wasn’t fixed until 5 Jan
I’ve had other loss of service incidents in Jan and Feb. My phone line still isn’t connected
I’d strongly advise to listen to the many, many negative reviews on this site, and stay away from this provider. They are truly awful.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-06
- Comments
-
Absolutely terrible company. The worst broadband provider I've been with. Too many bad experiences to list but here are a few:
They provided a router which randomly resets its configuration so I randomly find all my devices are no longer connecting and have to reconfigure it.
When I ring up about the problem router they tell me that I must be resetting the router and they won't give a replacement despite there being dozens of others in the same situation on their own support forums.
When I left them I rang up to check if there would be a cancellation fee before signing up with another provider. They told me there wouldn't be so I signed up with another provider and rang back 5 days later to cancel my virgin account. At this point they pulled the ol' bait and switch and told me I would be charged a £241 cancellation fee.
When I asked to complain about this I was told as I already had a complaint in progress I could not make a complaint. I promptly went to their website and made a second complaint which it turns out is entirely possible.
I'm now £241 out of pocket but it was worth it to leave this nasty company.
- Location
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- Location
- Maidstone
- Reviewing
- Virgin Media
- Date
- 2022-02-03
- Comments
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TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!!
Please be very very careful with that organisation of FRAUDSTERS.
If you want to cancel the contract you will not be able to do so!!!
I’m a customer of Virgin over 10 years and now decided to cancel the contract.
UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST.
So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract.
Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request.
PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!!
We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman.
Do not take any contract with them because if you will than it will be forever
AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2022-02-02
- Comments
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Hopeless- I am speaking to the agent from 830 am till 1230 just to paint a picture no exaggeration.
I am new customer who has not even got the services yet,
I have been transferred 4 times as they have not got the order correct or delivered and the cost
the speed also is not guaranteed also they have NO CUSTOMER EMAIL ADDRESS FOR EMAILS so be warned
take my advise pay a bit more and go elsewhere
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2022-02-02
- Comments
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Absolute disaster. No Internet for over two MONTHS! All call centres are in India and their level of "care" is actually appalling. I have to leave, wasting so much time, effort and money. Please don't waste your time. Better off paying more for better customer service. Please don't make the same mistake I did!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-02-01
- Comments
-
Installation is looking like it is going to take 3 months. Customer service are no help whatsoever. Worst company I've ever dealt with.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2022-02-01
- Comments
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Just wasted 50 minutes on the phone trying to cancel my contract as they rose the price by £3.00.
Nobody picking up the phone.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2022-02-01
- Comments
-
If I could give 0 stars, I would. This was the poorest customer service I have ever experienced in any brand whatsoever. I attempted to change internet providers to Virgin and was left without internet for 1 month due to delays in 'works in the area', the installation date was pushed back twice the DAY before. At a time when there are people who work from home and rely on the internet. TERRIBLE. Do not use this company!
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-02-01
- Comments
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After 3 months of acceptable service.Ebrry evening at peak time the speed slows and often breaks off. Getting through to customer service is difficult and time consuming. A complaint was broken off without being resolved. Awful service ,terrible customer service.
- Location
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- Location
- Coulsdon
- Reviewing
- Virgin Media
- Date
- 2022-01-31
- Comments
-
Have terrible Internet speed and reliability and have had for over 5 months. Virgin refuse to try and resolve the issue and refuse to compensate for the issue. Virgin are great until something goes wrong and then they are beyond terrible.
- Location
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- Location
- North east Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2022-01-31
- Comments
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Virgin media charges large disconnection fees for moving home because there is no virgin media available in the building where I have moved to? They also saying that I I haven’t sent back WiFi Pod Plume Power in the return package which I have? They are threatening to take action if not paid the charges. The service is very bad and too much charges.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2022-01-28
- Location
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- Location
- Cheshire
- Reviewing
- Virgin Media
- Date
- 2022-01-28
- Comments
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Absolutely dreadful service
Absolutely dreadful service. Have been unable to access my email now for almost a week. Contacted virginmedia 3 times spending over 2 hours on the phone then being cut off and the problem is still not resolved. Was told I would be contacted by them within 24 hours on each occasion and they never did. No access to important documents and information is totally unacceptable. Appalling service … avoid!!!
- Location
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- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2022-01-27
- Comments
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Does anybody here wants to know the true meaning of "banging your head against a brick wall" Or maybe 'Daylight Robbery' You only need to join Virgin Media and you will experience it first hand.
I joined Virgin Media thinking its a half decent company but I make the worst choice ever.
I was initially on M100 Fibre Broadband and it did not deliver al all so I made the mistake of upgrading to the M350 Fibre Broadband only to find out that the speed is exactly the same as the M100 but the most appalling thing was that the operator who I dealt with lied to me big time. I have asked him numerous time whether or not the new contract was subject to any increase and he kept saying: No I will charged the same amount for 12 months. Now after checking my account I find out that the monthly cost will increase considerably to almost a double after 6 months.
I have decided to ring them up but I was disconnected twice already after 49 minutes on hold and then another 36 minutes second time.
Now I am forced to make a complaint and escalate my complaint to Ofcom.
My advise here, steer away from virgin media they are not what they advertise.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-01-27
- Comments
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I have NEVER received the speed that I have been paying for over the months that I have been a Virgin broadband customer - despite paying for a 100mb connection I average approximately 20mb. Connection always drops, and I'm left with constant buffering - watching anything online is full of frustration. Upon informing Virgin, after investigation, I was told that there is no issue and I was left with no option but to put-up and shut-up. I would not be recommending Virgin at all!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-01-26
- Comments
-
Totally rubbish services there is no customer service that can help or want to solve the issues.
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2022-01-24
- Comments
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So i have tried to renew with them looked up foe the deals they have, obviously new customer doesn't apply to me but they had £2-£3 more expensive, but the customer service, nor customer relations did not gove me that contract and kept saying they can't do that, asked to speak to the manager but apparently the manager has "an emergency meeting" honestly spent 40min on the phone and now waiting for call back.... they are just ridiculous!! Can we all just stop using them now?!
Also what about the yearly increase of £3.5?? Even when you have a contract with them?! Need to go again through lengthy talks for them to refund or cancel the cost...
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2022-01-21
- Comments
-
I don’t know where to start tbh. Moved house in June and was originally with virgin but out of contract so decided to move. Basically because the Wifi, is basically crap. Good in the room your sitting, but step a foot out and your screwed. Anyway moved house and was called by Virgin who sold me a great deal…the oomph package which is basically everything, apparently including some data less sims so we can add to our iPads etc. well it’s now January 22 and not once received any of these sims. We have a downstairs office literally next to the lounge which my wife needs every day due to being a home worker. The wifi could not even reach in here. They sent us this booster pod thing which did absolutely zilch. Multi room box upstairs never worked and of course neither of my children could use their fire stick because wifi is so crap. Now this price increase which as actually been great for us because it’s managed for us to get out of the contract. We have cancelled. A blinking awful company and apparently, found out since, these supposed data less sims were supposed to be supplied by o2. Well I spoke to o2 and they knew nothing about this so basically been paying £25 for these which I didn’t know about. Of course, no offer of refund despite this mis-selling. Without doubt the worst company I have ever had to engage with and will never ever ever ever go back to them. Branson, your a disgrace pal.
- Location
-
- Location
- Holland Park
- Reviewing
- Virgin Media
- Date
- 2022-01-21
- Comments
-
Virgin broadband give a truly terrible service from slow speeds to going down a lot sometimes for weeks! And do everything they can to not pay compensation; certainly will not pay a penny unless I made a stink. Then when I eventually get round to cancelling, which is by no means an easy task, I was hounded to stay & even told I would only receive compensation if I stayed! Their customer service is a joke.
- 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.