4,684 Customer Reviews over 118 pages
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- Location
- Hanwell
- Reviewing
- Virgin Media
- Date
- 2016-03-30
- Comments
-
Worst customer service and broadband. I would never sign u with them again.
- Location
-
- Location
- wembley
- Reviewing
- Virgin Media
- Date
- 2017-09-14
- Comments
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I'm paying for the most expensive internet connection in UK and have :
1.miserable ping/latency , slow response time of around 80ms .
2.average speed of 50Mbs* .
*they (i.e. Virgin) say it's "up to" 300
- Location
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- Location
- london north wembley
- Reviewing
- Virgin Media
- Date
- 2016-04-14
- Comments
-
At around 50 pounds internet speed is slow (especcialy weeekends) and , at times , if more than 3 devices (ex. laptop ,phone , tablet etc) virgin router will disconnect one of the devices.
Overall verry frustating...this doupoly regulated by the state is useless.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-05
- Comments
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I am paying £42/month for their fibre optic broadband service. Speed is low and signal is coming+going all the time. I am right next to my router now yet the WiFi signal goes off a lot. Speed is slow as well,despite of having their upgraded service. Certainly not worth paying for,just changed supplier.
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2018-01-16
- Comments
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If I could give 0 stars I would. A disgusting company who rip you off, lie to you and hang up on you, once you've spoke to the robot and been on held for 30 minutes that is. I wouldn't bother it took me ages to cancel and still don't believe them that they have cancelled it. They love taking the money off you but don't want to speak to You! Rubbish
- Location
-
- Location
- Westbury
- Reviewing
- Virgin Media
- Date
- 2022-12-05
- Comments
-
Would not recommend Virgin broadband to anyone.
Waited for ages to be set up by its specialist, as some external works were needed, only to find out the day before, that they would not be able to connect my property.
And I called them twice before, they assured me that everything is going as planned.
That's just silly. So much time wasted.
Avoid at any cost!!!
- Location
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- Location
- Roehampton Lane, Putney
- Reviewing
- Virgin Media
- Date
- 2015-10-27
- Comments
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The worst service I ever experience in UK, I immediately canceled their services and went back to BT and SKY.
simply they can not deliver and they do not take care of their client, just promises without any achievement.
I don't recommend them at all.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-11-30
- Comments
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No Internet for 11 days.
In the meantime, I am forced to use the data on my phone and am over-consuming. Virgin refuses to refund me or give me extra time.
I've just spent 2 and a half hours with the different virgin "customer service expert" who pass the buck and disconnect, leaving me with their useless bot.
Pathetic and useless.
- Location
-
- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-11-09
- Comments
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I would not recommend this company, CUSTOMER SERVICE BIG ZERO, MY BILL SHOULD BE £22.97 - PROMOTION HAHA MY BILL IS £31 - WHY ??? BECAUSE THIS COMPANY ARE THIEVES
- Location
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- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2023-02-13
- Comments
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I have intermittent internet for months now. I asked several times customer service for help. Instead, I received general information about the fact that the company cannot identify any issues in the area and to use Virgin Media "Self Help" option. This practice I find highly disrespectful.
- Location
-
- Location
- Newbury
- Reviewing
- Virgin Media
- Date
- 2018-10-07
- Comments
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- TiVo is slow and menu structure is poor
- Broadband is extremely unreliable
- Speed is far from what is advertised 50% if you are lucky and it is working
- I suspect the router is plain poor and the root of many of my problems..
- customer service is as you’d expect however can’t do much beyond placate
- Location
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- Location
- PLYMOUTH
- Reviewing
- Virgin Media
- Date
- 2023-02-01
- Comments
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this is the worst company ever. terrible service, staff do not have a clue, they lie, manager was even worse. promised to call me back, failed to do so!!
STAY CLEAR OF VIRGIN MEDIA, i spent over an hour on phone, and they just cut me off
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-12-14
- Comments
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Awful awful service. Customer service is appalling and rude.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
-
Terrible company with a terrible service. The broadband was not as fast or as reliable as BT. Their TV service was appalling; their Tivo box was painfully slow to use, especially catch up and on demand services. They took many minutes to load.
Due to a house move I cancelled my service believing that my original contract was for a period of 12 months. It was actually for 18 months, however, simply because I had upgraded and added a new TV service I had unknowingly entered into a new 12 month contract and still had 5 months left to go. Having accepted that I was in a contract, I asked to pay for the £206 cancellation charges over the rest of the term of my original contract. This was refused and they have stated that unless it is paid in full, I will be sent debt collection letters and will have my credit rating affected. They simply refuse to come to any arrangement with me regarding the payment demanding the lump sum in full. I have spoken to them 5 times and also sent a letter of complaint (at the time of writing this review that was 12 days ago and still not had the acknowledgement despite their own complaints procedure stating they would acknowledge within 48 hours).
I always thought Virgin, and Richard Branson were a great company and businessman respectively. This is clearly not the case. They are immovable and unhelpful. I was even told "as you are no longer a customer we will not help you".
I am truly angered and frustrated by the lack of assistance or inability to reach agreement.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-06-26
- Comments
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Terrible broadband speed. Terrible TV service - very slow box and guide. Terrible customer service. Cancellation fees apply and they refuse to reach any agreement with you to pay monthly and now threaten to put in the hands of debt collectors. Won't help at all because "I am no longer a customer". Steer clear of this company.
- Location
-
- 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
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-09-28
- Comments
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Extremely rude customer services: after waiting for more than an hour to talk to someone they hung up on my when I asked to talk to their supervisor. The next day I phoned again and they hang up on my when I ask about compensation. Internet is broken in the street and they say the first available date possible to fix it is in a week and a half time.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2016-03-29
- Comments
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When it works, it's really slow and it only works about 2% of the time. Complete waste of money.
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
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Paying for high speeds , only achieving 17mbps internet been erratic or non igsistant for several weeks . Will be looking for new supplier
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2013-12-03
- Comments
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When broadband works, it is OK. But the reliability is truly appalling. For the last 4 months, it has been going down several times per week, often for many hours at a time, resulting in the need to use my cellphone as a hotspot for work connectivity, with predictable results in speed and phone charges. (I am writing this on an iPad connected through my phone because broadband is offline). On many occasions m wife has lost work that she was processing online when the service disconnected.
This broadband service is as if we lived in the Outer Hebrides, not Inner London!
The contract is up for renewal in January. It will not be renewed!
- Location
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- Location
- SW18
- Reviewing
- Virgin Media
- Date
- 2016-03-07
- Comments
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Just adding my review to the growing and shameful list of poor reviews.
I've been with Virgin for 4+ years, but steadily the speed has been decreasing. My "60Mb/s" service in reality is 3-4Mb/s in the evenings or weekends i.e. when you need it.
I've had months of phone calls and the response has been the same - it will be fixed "next month".
I'm tired of it - the issue being stuck between a rock and a hard place - Virgin 'super fast fibre' or BT copper ADSL.
What is disheartening is seeing Virgins false advertising about it's reliability or speeds when it is clearly no better that it's competitors.
It seems obvious that rather than limit the number of users signing up to Virgin in order to maintain quality of service, Virgin would rather stack them high, have churn and milk their customers for as long as possible.
What is appalling is that the only communication from Virgin is a recent letter advising our charges will be increasing.
Such a shame Virgin.
- Location
-
- Location
- Chesterfield
- Reviewing
- Virgin Media
- Date
- 2017-02-01
- Comments
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Historically Virgin broadband WAS good. Now it is terrible, or at least it is in my area. The broadband comes and goes, the speed is up and down constantly. I had the engineer out and all he did was change the box which made no difference. The staff just keep denying there is a problem each time I call. I am disabled and work from home so need a reliable internet connection but sadly there aren't many providers in my area so I am stuck with these who seem to be the best of a bad bunch based on the reviews of Plusnet, Sky and BT which are my only other options :-(
- Location
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- Location
- Greater Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-22
- Comments
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Finally had enough and am leaving (early). See date 2017-03-14. Just had an email confirming my bill which is for the period 2 days AFTER my contract finishes. Phoned to query this and was told they would take my payment and then refund me at a later date - but they're charging me for something that is no longer provided. Isn't that a form of theft? (my opinion) I was also told the early termination fee hadn't been cancelled, although I was promised it would be due to the poor service received. Yet another promise given by Customer Services to not materialize! I've been told a series of untruths by Virgin Customer Service staff over the course of my contract. Can't believe they are still lying right through to the end. Incredible! If only I score a minus for Customer Service.
- Location
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- Location
- Crieff
- Reviewing
- Virgin Media
- Date
- 2017-01-01
- Comments
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We were talked into moving to Virgin. From that point on, our lives were ruined. Not only was the service itself slow and unreliable, getting through to their call centre was just impossible. Then we moved house. Since we were still under contract with them, we checked that they could service our new house. They could, and a phone call to them confirmed this. Well, three months later when I was arranging for them to do the installation (basically just flipping a few switches) it turns out that they could not service us. They cancelled our contract - fair enough, I thought - and then hit us with a £250 disconnection change. We were livid. We tried many times to call them to discuss this as we though it unfair but it was just impossible to speak to them. Then, without warning and only a couple of weeks after the initial disconnection bill, they sent in the debt collection companies. We paid it there and then but under duress. Our previously-perfect credit record is now obliterated and since we needed to upgrade our car urgently, we were refused the loan. I lost my job as I could not get to work (I work quite far away with no real public transport between home and work). I tweeted Branson but he deleted it. Disgusting way to treat people. Just disgusting. We are moving now towards legal action against VM.
- Location
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- Location
- Carnoustie
- Reviewing
- Virgin Media
- Date
- 2019-04-25
- Location
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- Location
- Greater Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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SATISFACTION 3/5 because it was fine at first.
CUSTOMER SERVICE 1/5 because they sometimes help and sometimes don't. They have endless phone menus then long waits with LOUD music. They also make promises that don't materialize, then say that shouldn't have been given and is not at all possible - What!?
BROADBAND SPEED is good, when it works 4/5.
RELIABILITY - No! For 6 months the speed has been variable and then suddenly dropping off and back on again. I've had various engineers call, 3 new modems (one of which wouldn't even start up) and it's almost impossible to sign in/out of emails and my on-line account. Every time I receive a bill notification by email it's followed by phishing emails about insecure banking. If I new better I'd guess that my whole account has been compromised - internally (only my guess of course).
- Location
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- Location
- Ellesmere Port
- Reviewing
- Virgin Media
- Date
- 2018-11-17
- Comments
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Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
- Location
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- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
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Left Virgin Media in March and they continued to take money from my account for 3 months but assured me this was normal and I would be refunded. It is now September and I'm owed £118 for money taken after the service was discontinued. The customer service is just a continuous stream of lies and false promises, they lie every time you call, promising the money will be with you this week etc. I'm so sick of it now, I've been deceived for 6 months and am left with no option but to go through the small claims court. DO NOT BECOME A CUSTOMER OF THESE THIEVES, THEY ARE CROOKS.
- Location
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- Location
- East London
- Reviewing
- Virgin Media
- Date
- 2015-10-16
- Comments
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Don't use a VOIP with Virgin
Don't upload with Virgin
Don't game with Virgin,
Don't bother contacting customer service with virgin
Don't use their woeful forum for "advice"
And never bother asking for an engineer to fix something they've messed up.
Stay away from them as an ISP. Utterly horrid service.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
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Have been with Virgin for over a year now and looking forward to the end of our contract period so that we can change providers. The broadband speed is nowhere near that promised and is so intermittent that I am having to constantly reset my wireless router. I only realised there was a problem when my data usage on my phone exceeded my monthly limit! TiVo is rubbish, very slow and tends to record what it thinks you want rather than what you select. Despite setting parental preferences, (we are two adults, no children at home), we still have to put in our access code for GBBO! Customer services are only interested in selling you more of the same; other than that useless. Avoid Virgin at all costs, its a con.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-10-06
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-01-20
- Comments
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After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-01-20
- Comments
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After 20 odd years of superb service from NTL/ Virgin media I am moving to a new house in an area that Virgin do not cover (Helensburgh) .... I am writting this just to thank the people at Virgin media for a terrific service over the years ...Yes there was the odd hic up but always resolved within a few hours
Thank you the team at Virgin ..I will miss you
Brian
- Location
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- Location
- South Shields
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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Shocking phoned up about a refund that I'm still waiting for its only £35 you would think it's 35000 only the lad I spoke to put the phone down on me because he was going home ...and second person was just as bad ...I was told a week ago I would receive my refund by the 14 the of March ohh it's the 14 the and nothing ...now he tells me it's 45 days I know if I owed this company 35 pound they wouldn't wait 45 days no chance I've got power of eterny over my mother who's account it is she has dementia and all she wants is her money ...I will never go with virgin after this it's cost me more to ring them then you get a different story everything or they put phone down on you terrible
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2018-12-04
- Comments
-
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
- Location
-
- Location
- BUSHEY
- Reviewing
- Virgin Media
- Date
- 2019-03-15
- Comments
-
poor service,spent many hours trying to resolve phone or line fault. Informed them no access to site, to investigate problem. Over a week now,will leave as soon as decided which company better.
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2013-03-18
- Comments
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I've had the 60 Mb service for just over a week. The system now seems unstable and is forever dropping. When it is connected, it's very fast, but it's so unreliable. My previous up to 30 Mb was not overly fast but it WAS reliable. I don't know how their service is, I'm about to find out.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
-
Beyond the worst company I have had to deal with. Incompetent people can be masked by a service that works but Virgin is rubbish at everything. Do. Not. Sign. Up.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-01-10
- Comments
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Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2020-10-19
- Comments
-
Unbelievable worst experience, took over existing internet account in June 2020, VM tried to invoice higher monthly charge, even tho we had proof of the agreed lower charge, VM refused to discuss, return our calls, continuously broke promises to investigate our concerns, ignored our written complain letters, even CISAS, the official watchdog upheld our complain in full by instructing VM to comply with the agreed lower monthly charge, issue an apology, remove all unwarranted charges VM tried to impose (late payment fee, reconnection fee etc) with 100% compensation awarded! It's October now, yet VM still stubbornly refused to comply, and is still trying to bully us into submission knowing we all need internet to work from home, and out internet is still disconnected whilst we have to incur high costs, tethering our mobile phone for internet connection.
It's a real shame VM is a British company.
We've never experienced such an unprofessional business operation.
- 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.