4,684 Customer Reviews over 118 pages
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-10-26
- Comments
-
Originally quoted a 2-day lead time for an engineer visit. A few hours after the purchase I received an email saying that the visit had been pushed back by a month! I then spent several painful hours on the phone in the queue trying to cancel the contract. I'm currently working from home so living without Internet access for 1 month isn't really viable.
Based on my experience I would not recommend Virgin to my worst enemy, stay away!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-03-28
- Comments
-
Shocking, been on 200mbps broadband package now for 5 weeks and in that time I've only had 12 hours of consistently fast(200mbps) broadband, at all other times I've been getting 20-50 Mbps.. I've been supplied with 3 super hubs, had 7 engineer visits and have made countless number of calls and still virgin have not sorted the problem, they just want to send more engineers who come and say no problems my end, only on the phone they say no problems there end so it goes round in circle.
They say they won't refund the upfront payment I made for a service I'm not getting because it's outside the 14 cooling off period (funny that, all this they've been stalling me by telling me they'll send an engineer out to fix the problem) however, they have agreed to kindly waive the £250 disconnection fee
DISGUSTING
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
-
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2024-02-22
- Comments
-
Customer service is the absolute worst.
Nothing has ever been so slow!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-03-31
- Comments
-
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
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-12-16
- Comments
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I have two virgin media accounts and can tell you in my honest opinion to avoid them at all costs.
They will bill you in 2 months in advance whenever they feel like it without giving you notice half way through your contract. This has happened 3 times in my one year contract.
The customer services is terrible. I wanted to set a credit limit on the account but they said that wasn’t possible. Then I asked for the manager, he said it’s poissible but only through another department... went around in circles to find out this was the same department that I got through originally.
Another time they billed me wrongly, the were refusing to take ownership, got passed around many different departments until the call centre man in India told me to F off and hung up the phone.
Although their internet is OK, God forbid you have any issues because seriously they are not their to help. I share this opinion amongst other family and friends.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-06-18
- Comments
-
Over the last few months or so Virgin media has been very bad. For months have had intermittent connection with customer services trying to blame it on the box, the cables and everything else. eventually they admitted there was a fault on the lines and after a week messaged me it was fixed. a week goes by the issue is back internet just dropping out and slow speeds. So if looking for a internet provider stay clear of Virgin
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-12-14
- Comments
-
While trying to cancel my contract I queried why they do not offer an option to cancel online, much easier for all surely. Oh no you won't get the great customer experience that they can only give while on the phone... well that experience consists of being questioned, why did you decide to leave, did you not understand something about your service, why didn't you ask us to help, who are you moving to? Exactly why they need to offer an online form to save consumers from this, bordering on abusive, rude, aggressive technique to try and convince you to change your mind. Sadly some people will probably give into this and it is not a fair way to treat people. Disgraceful.
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-25
- Comments
-
absolutely terrible service, would have to pay me to take out another contract with them
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-09-07
- Comments
-
I had to move home for work reasons, they said their broadband was not available at my new place (Bristol town center) and I have to pay a £240 cancellation fee!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Virgin media have repeatedly acted in an unethical manner by - breaching data protections multiple times, closing complaints without contact to the customer, taking money out of customers accounts after being specifically told they no longer have permission to take money out, and it wasn't even money that was owed to them, they took all my money so I couldn't eat, and then told me it was my problem to go sort out, they have ignored a request to close my account despite acknowledging it on the phone, meaning I've had to pay an extra month by the time I submitted a second request. It's been a complete shambles and a tax on my mental health. While the service itself is fantastic, my suggestion is to avoid the company itself at all costs.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-21
- Comments
-
Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-01-17
- Comments
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Every few months I think this cannot get worse. And then it does. Ever increasing costs, ever reducing benefits, upgrades that don't, daily modem resets and calls to register faults and as for the spam emails...
VM used to give excellent service and value until Liberty Global took over. Don't expect US standards of service. This is not the US...
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-03-31
- Comments
-
Absolutely horrendous company
In a sea of bad reviews, I hope this one stands out to anyone considering being a virgin media customer, my advice is don’t, you will regret it.
Cancelled my service back in October as was tired of paying money to a company with such a bad service & even worse customer service. It then became a battle of will's who would give up first in the end had to cancel direct debt to stop them taking money. when you make a complaint, you are just lied to or ignored
So, as you have not even had the common decency to acknowledge my emails or even telephone me as requested. I have now used my banks direct debt guarantee to recover part of this debt. My advice to anyone owed money to do the same it’s easy & the moneys returned within 24 hours none of this 30 day rubbish.
£258.83 has now been refunded back to my account, I look forward to the rest of my refund which no doubt I will have another long fight over.
I had been a customer of virgin media for almost 20 years & the service & respect over the last few years has been disgraceful. Your conduct in this whole matter has been disgraceful & disrespectful. I would not consider using this company & would never recommend virgin media to anyone.
I would like you to call me. Which you won't. I will be taking this to the ombudsman very soon. And I will be leaving this review everywhere I can until this is sorted, as a warning to new customers.
I am sending all information to the BBC rip off Britain team with a link to the reviews on this site, I would ask everyone to do the same, maybe this will shame this company into doing the right thing for its customers
Complaint number is C-090321234
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-09-27
- Comments
-
I will do everything in my power never to use Virgin services in the future. I entered into a business contract with them and not only was the reliability of the broadband poor, with frequent service disruption, but as a company they seem only interested in taking you for every penny they can get. We had to move premises due to our office closing its doors with 1 year remaining on the contract. We were told we could easily switch to another location. What they didn't tell us was that everytime you change any detail on the contract there is no option but to automatically renew for another 24 months. So I cancelled the contract and lost over £500. Steer well clear of Virgin would be my advice. Disappointed that such a big player in the market operates in such an inflexible, myopic fashion and treats its customers as nothing more than a resource to drain.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-11-10
- Comments
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We signed up for a £38.00 per month which includes broadband connection + obligated landline connection.
Everything was fine the first 6 months, after that all problems started: broadband connection was going off every single month, sometimes for reasons we could understand like bad weather of repairs or reinforcements in their network, but then they started to deliberately cut the connection off saying that there was money due on the month's bill. As said, we contracted them for £30.00 per month and that bill ended up at £80.00 a month. We carried on for 2 months more and changed the service to a different broadband company.
To sum up, I basically do not recommend Virgin Media to no one as it will be an utter waste of money and time.
PS. For who might be interested, we now swapped to Sky which are good as gold in our region.
Gregori
A certified Virgin Media hater since July 2018.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-04-08
- Comments
-
Called Virgin to enquire about a booster was waiting 20 mins and could not get an answer.
Then tried online chat so far have been waiting for 40mins and counting just to order a booster because signal is poor in some rooms in house.
Appalling customer service and will be cancelling contract.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-03-05
- Comments
-
I have been with Vigin media for years, we have constant faults which requires an engineer around every 3 months, constantly putting their prices up, customer service is appalling, they tell you what you want to hear but it’s all lies and surprisingly the next time you call things aren’t recorded or logged. Broadband speed is good but virgin media as a whole is awful.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2013-09-17
- Comments
-
We ended up going with Virgin by default. You see, our house didn't have a BT line and again and again we battled to get law-unto-themselves Openreach to install one. We were happy customers of BT infinity in our previous home, even though speeds were never even half of the '76mb' claimed - at least it was faster than ASDL2 and very solid, never going down once.
We were nervous of Virgin as over the years friends have had various issues with them. But BT just couldn't deliver so out of desperation we went with them.
It's only been installed a short while so can't comment on longer term reliability the speeds are blazing, with over 100MB frequently achieved, so for us a huge upgrade on BT Infinity. And unlike BT Openreach, actually turned up and installed their line.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
-
Absolutely terrible customer service. Been told many different things each time I have rang. Considering I was trying to sign up for virgin broadband I am appalled at how challenging this is been. I can’t even comment on the broadband reliability as they haven’t even been able to set this up. Will never use this company again.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-05-04
- Comments
-
Worst company/broadband ever. Avoid at any cost. Trust me they will rip you off!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-06-28
- Comments
-
Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-04-07
- Comments
-
I'd give them 0/5 if I could! They've had sooo many chances to improve our woeful broadband, even having visited our home multiple times. We've still been left with p'poor internet, which has been sooooo frustrating, and all they've wanted to do is tie us down to a new contract. We've been counting down the days to leave and it's nearly here. Can't wait. AVOID!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-11-01
- Comments
-
I did paid every month over 50 pounds for more then 7 years without any problem. When I move out I should get refund of 43 pounds. It was over one year ago and till today never got any penny. Just thieves. I called them many times and each time they promis me to send the check in two weeks time, never got it, I did wrote official letter, they did not responded. They are just proper THIEVES!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-06-01
- Comments
-
Worst comoany ever.I had Sky before and I still regret I change them to Virgin Media. I pay for a 100mb/s at the moment, broadband speed keep dropping to 6-8 mb/s in crucial moments. Spoke with Virgin custumer service hundreds of times NO RESUKT. AVOID AVOID AVOID
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-01-31
- Comments
-
The broadband itself is fine. Terrible customer service. A catalogue of ineptitude and poor behaviour. Very long waits to speak to people. Passed between many people and having to start the process anew each time. When moving house you need to set up a new account, requiring you to use a new email address. They posted equipment to my old address, but took half a day of calling them to realise that's what they had done. Then it turned out the equipment (which they insisted I needed to use), was the same cable I already had. Sales staff promised I would be able to continue using the same deal I was already getting, but when I moved Virgin claimed there was no note on my file, so I had to start a new contract. They refuse to send email confirmation of the content of calls, so I have no way of proving what they said. Attempting to get anything sorted is a painful process of listening to their terrible hold music on repeat for hours. It's maddening.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-08-03
- Comments
-
Don't waste your money on Virgin Media. Giving 1* for Customer Service is generous. They don't care about customers, just their profits.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-07-05
- Comments
-
When I have taken my last contact been promised speed about 100 mb/s. Was very good but last two months sometimes my speed is 30 mb/s, sometimes nothing at all. So have said want to leave. The answer was to pay £268 because contract . If you have got contract, think it’s two way street not just for costumer. Very disappointed
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-03-23
- Comments
-
I won't recommend virgin media to anyone a lot of money for nothing.
Like everyone says customer service is completely rubbish there's no email service, I call and spend ages trying to get to human and when you do they can be rude and treat people like idiots
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-09-02
- Comments
-
Terrible customer service. Spending hours on the phone with no real outcome.
Same with virgin mobile.
Only plus point with them is decent speed for Wifi.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2020-07-24
- Comments
-
Nasty theiving company. DONT USE THEM.
Been with them for 3 years. Every year they would nearly double my contract price with out informing me. I'd have to fight to get them to put it back. Almost impossible to get through to customer service and once you do they are extremely unpleasant (obviously having to tell customers they are stealing their hard earned money). We have had to move house and downgrade after covid so rang up to tell them I'm leaving and got informed they'd charge me £200 for leaving them and had the cheek to offer me £50 back if I recommended them to the next tenants. Unbelievable
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-08-09
- Comments
-
Avoid like the black death! Despicable con artists reminiscent of the IRS scammers. I received a bill for not returning a hub, i explained to them I couldn't return it as I had been evicted and was no longer in possession of the hub. After 30 minutes of this lady saying "I understand, have you tried pressing the button" I spoke to the manager. I was told if I didn't return the hub I would be charged £40 A MONTH!!! Which is a load of rubbish and not in the contract, only a one off payment is. I was spoken to in such an inhumane and degregating manner I was left fully distressed and having got no where after an hour on a charged line. I hung up and chased my landlord who had the hub to see if I could persuade him after months of asking to return the hub. I went to all of this trouble to find that the hub had already been returned to virgin media and he had proof of it. So I called back and was told they'd received it and the bill was cancelled. The lady who told me that I would be charged £40 a month would have seen the hub had already been returned as it was in the notes from days before. What a waste of time! I am furious!!!
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2009-12-02
- Comments
-
10meg connection. 50kbps after 5pm. Rubbish. I'm thinking of cancelling.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-09-28
- Comments
-
We have been with Virgin for several years now. From the start we had many problems which involved loads of phone calls to Virgin and being held in a queue for ages each time. Often we were just cut off after 20mins without getting to speak to anyone. When we did get through we would be passed to approximately 4 different departments having to go through a series of security questions over and over with each different department. When trying to explain the problems we were just given a generic reply about resetting the hum and password etc which we had already tried before calling. They didn't have a clue what they were doing or talking about. We had the 50mbs package only ever got a fraction of the speed. We were later offered a free upgrade to 100mbs but then still only managed to get just over 50. Shortly after our bill went up so it wasn't a free upgrade at all
When I rang to cancel we were offered a reduction in bill so we stayed but now our bill has increased again with no warning so we are cancelling. We did call to query this but again were on hold for 15-20 mins and when we explained what we were calling about were just cut off again. I emailed the chief executive at the beginning of this month but they didn't even have the decency to reply. Shockingly poor customer service from India. I will be withholding the final payment due to my bill increasing with no notice and for the fact I haven't received the service and package I signed up for. They will have to sue me for the increased final bill which I have already informed them I will not be paying.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-02-09
- Comments
-
Phone line. It took two days of persuading operators that I have a fault. I bought new phones thinking it must be my problem.
today I have been told "yes there is a problem, we will fix it"
I rang for an update tonight and was told the techs will be here 20 feb. Its the 8th today.
I had passed my mobile number to be updated and no one has yet contacted me. Not well pleased with this service.
07704725245
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-08-07
- Comments
-
Well having a business account with this shambles of a company the customer service is shocking,We moved to this company some 4 years ago and one has to say all is fine when working,but when things go wrong it is a complete shambles being put through to a number of different teams.Virgin upgraded our account and then decided to cut off our business lines and not transfer to the new account.Complete and utter shambles avoid.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-07-21
- Comments
-
The only thing worse than the unreliable internet speed is the idea of having to speak to the customer service team, if you're lucky enough to get through! Go with another provider...
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-10-01
- Comments
-
Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
- Location
-
- Location
- Bristol business
- Reviewing
- Virgin Media
- Date
- 2017-08-26
- Comments
-
Kept turning up unannounced, messy job outside leaving cement all up the wall and metal channel looks as if it was cut wit a Stanley knife! Extra charge for caller Id ,though discounted for a year, not the standard price. No visible contract to check costs before work .
- Location
-
- Location
- Brixton
- Reviewing
- Virgin Media
- Date
- 2021-09-03
- Comments
-
I have moved and the Virgin Media team have lied to me over and over again. They're not just incompetent, they are trained to lie and tell you things are happening they have no intention of doing. They contradict one another and blame every other team for failures so nothing is done but they constantly promise solutions they never plan to implement. They're forcing me to stay with them despite providing no assistance and no installation of broadband whatsoever. It's a criminal act and I will seek legal recompense.
When I did the move they said the property was ready for self installation. A lie. Technician comes, there's no plates or cables. Use the online service, they promise an installation before 6. No one turns up. I call customer service: the request was never submitted. This new person promises an installation before 9pm. No one turns up. Phone back this morning. No record of that conversation either. The installation team can't book an installation because the account is open. The calls team says an engineer is coming tomorrow. I call customer services. They say no engineer is coming. I ask can one be sent. They tell me the technician has said the property may not be serviceable. So I ask to be cancelled without charge. They say they can't because it only may be unserviceable. Who can judge this I ask? The area field team. Can I speak to them? No. Can the customer service team speak to them? No. Who could? A line manager but they're all busy wait to be called for 7 hours. I stay on call refusing to leave, a so-called busy line manager speaks to me within 10 minutes. Promises to speak to area field team.
The issue isn't resolved and it's clear Virgin Media have no intention of doing anything about it. Completely unethical and illegal. I'm being forced to pay for a service that is not being provided. And they refuse to release me despite not doing anything...
- 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.