4,684 Customer Reviews over 118 pages
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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
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-02-26
- Comments
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Absolutely terrible customer service, no one at virgin has any idea what they're doing and just pass you from person to person, no matter how many times you explain the problem they just don't get I, 6 months later and things are worse then ever, nothing works but they're still happy to take your money.
- Location
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- Location
- Swanson, Wiltshire
- Reviewing
- Virgin Media
- Date
- 2017-08-05
- Comments
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VIRGIN MEDIA, TAKE TAKE TAKE used to be good but not these days. If you phone customer service at night you get through to people in the Philippines where you can sometimes hear children talking in the background, among other things.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-06-10
- Comments
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Goes down more than any broadband I've had in the last 10 years. Constant equipment failures, service interrupts, and slow as government service during the peak times. BT was much, much better on all fronts.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-05-06
- Comments
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Just wrote a review on Trustpilot, but will share here too.
Virtually impossible to cancel your services. They will put you on hold for 30min and then hang up. They will delay your cancellation as much as they can until you owe them 1 more month of bills. They will threaten to have collection agencies after you. And of course, whoever you speak to on the phone is some nameless, faceless drone, and this anonymity and diffusion of responsibility is KEY to the virgin business model.
Virgin can't compete on service, can't compete on price, and so have to resort to screwing their current customers for some ££.
New customers, however, get handouts, discounts, etc. So I've decided to be a new customer at Vodafone. And when they try to screw me I'll go be a new customer at BT. And so on..
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2021-08-03
- Comments
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The only thing consistent about Virgin is how god-awful their broadband is. Random cut-outs that can last for hours, internet speeds so pathetic that I can't load videos when in the same room as the hub, and a signal strength so blindingly garbage that if you dare take your phone to the kitchen with you while you make lunch you'll soon find yourself questioning about a decade's worth of life choices.
God forbid you have any hobby or job that requires consistent internet. The only good thing to say about Virgin Broadband is that it makes for a good verbal punching bag at parties, if small talk is your thing. Consider dial up before Virgin's disgrace of a service.
- Location
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- Location
- Solihull, United Kingdon
- Reviewing
- Virgin Media
- Date
- 2024-03-11
- Comments
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I wish I could have given zero starts to the customer retention policies. All deals are for new customers only. For loyal customers who have been with the company for longer years, it is nearly double the price for the same package. Ridiculous !!! Doesn't UK consumer rights not applicable for customer retention ?
- Location
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- Location
- Wembley park
- Reviewing
- Virgin Media
- Date
- 2019-03-31
- Comments
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i m having issues with broadband in Wembley park area
for the last 10 days or so the internet keeps failing for longer and longer time every day.
Though on the virgin website says no issues and advises me to check of my modem is plugged in etc , and despite the fact that i keep resting it, i have no internet for longer and longer times.
Makes me wonder whats the point of having super duper fast internet when it keeps dropping all the time?
Are we (the virgin customers) getting value for money ?
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-21
- Comments
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The products with virgin media are good, but the sales team and inline support are roughs big time. Never get into a contract with virgin media. First and foremost the contract wont reach you until the first time you stop paying your bills. After which you will notice that your email address has been changed so that the system does not sent you the contract you are actually and that you are made to pay more than what you had agreed upon. If you call the customer center, you will be spoken to someone who will say Ok to everything you say and then would be placed on hold which never gets answered. This company employers are tend to take your for a ride, I guess this is the way they are trained to do. Or else how could all of them do the same?
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2019-03-20
- Comments
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My phone internet is more reliable then Virgin Media optical router we have. Connection is less sustainable than the previous BT non-optical we had. This is in the central area of Coventry. They should not advertise it as the best broadband there is.
When the internet is there it has the speed, but what is the point if you can't play a game online? It will disconnect all the time.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-15
- Comments
-
Cancelled as I was paying £60 per month. They offered me deal which I rang back to accept and they say it's different department but they will call you back. THEY NEVER DO. I I've been with them 4 years so don't expect any loyalty l. Poor service. Obviously don't want my custom.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2014-10-23
- Comments
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When it works, the broadband is fine. However, when there is a problem, it's difficult to convince Virgin Media to send a technician to the house to resolve the issue.
Specifically, I am asked to rerun tests on my router each time I call. This is inconvenient since I am often not at home during the day.
Service would be better if they had a record of previous technical calls/visits and didn't require me to rerun the same tests ran only a few days ago.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-18
- Comments
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Virgin Media is fast but it keeps disconnecting. They blocked us once for no reason so overall I give them two stars. It's so rubbish do not buy it.
- Location
-
- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2018-06-11
- Comments
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Be carfefull virgin media OVERCHARGES all its customer's. Have checked my bill over 1 year every bill was incorrect.
Checked my families bills all were wrong by 20 percent if you complain they take NO notice and cut you off and ruin your credit file.
over 1t hers my mother overload by 19mthousand pounds... yes 19 thousand after 2014 I took over ever bill is 20 percent more than I agreed with every excuse under the sun.
This company is crooked. Check your bill closely. Don't be surprised if you get cut of as soon as you complain.
They won't send you a bill. Been asking for one for two years. CISAS are of no use. Trust me this this is going to be the next big scandal.
The directors shoukd be behind bars it's a criminal disgrace
- Location
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- Location
- St Helens, Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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Connection & broadband speed slow! Less than area and national averages.
- Location
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- Location
- Camberwell
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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Similar to most of you, I have been a virgin customer for over 5 years from my previous address and when I advised them that I am moving to a new address, they told me they are unable to provide the service at my new address and hence they have to terminate my contract which has been running for about two months. They sent me a bill of £216 for early termination fee meanwhile I still required the service at my new address. The are cheats and my only advise to everyone is to make sure if you ever have to sign a contract again with Virgin mobile or media beware of this. I will never recommend this company to anyone more so currently there are equally good service providers that can offer services in most areas and also provide you with a much better customer service. Their customer services are just nothing to write home about.
- Location
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- Location
- middlesbrough
- Reviewing
- Virgin Media
- Date
- 2017-06-24
- Comments
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Expensive..I pay 46 gbp per month..I found out that I have made some changes to my account..NOT sure where..I have now to pay Virgin when I telephone them to complain when they cut off my broadband service..STILL took the money from my direct debit though..MONEY GRABBING THIRD rate company..AVOID..AVOID.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
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Virgin media customer service is the worst one I have ever come across, the order team never reply or keep you posted with any updates, and Management is the same.
But their speed is great.they need to improve on giving better customer service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-25
- Comments
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Been with Virgin Media for years, but shocking customer service and have now raised a complaint.
I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.
The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.
I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.
I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.
The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".
I have never had this type of customer service before and would not expect it from Virgin Media at all.
I have raised a complaint and might just move because that is shocking.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-04-21
- Comments
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does not justify the price which is extremely expensive for a home use broadband.
bad customer service.
lose connectivity quite frequently.
just not worth the money
- Location
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- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2022-07-16
- Comments
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The broadband is great…when it’s working. Constantly drops out or will be connected with “no internet available”
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
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Virgin's representative knocked on my door more then a year ago with a fantastic offer. Full tv bundle, fibre broadband and free weekend calls for £30. I couldn't believe it. I was assured this will not change unless I decide to change package. Yesterday morning I received a bill for £74.99 instead of £30. When phoned them, I was acknowledged that my contact has expired, as well as the discount and that I should have given a 30 day disconnection notice if I wasn't happy with the service provised. At that point I decided to leave but because of the 30 day notice I will be charged another £75. Even though I should have been aware of it and read terms and conditions of a contract carefully, I still think it is a disgusting tactic to rip the customer off.
Stuff you face with my money virgin. Hope you'll fell better after robbing a poor foreign student.
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2014-03-28
- Comments
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I am a landlord and have three accounts with Virgin in my properties.
Their service is not simply poor, it is the worst, most incompetent that I have ever come across. Their staff don't know how to do their job and something simple like transferring an account has taken over 7 hours on the phone - on a call I am paying for!
Trust me, when I say that you should avoid them like the plague. You can get a better level of incompetence with BT or EE (with whom I also have accounts).
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-11-30
- Comments
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Broadband good but very expensive. Phone and pester lots to upgrade package and having been customer for over 5 years find myself locked into contract when wanting to leave, hasselled into getting extra channels at apparently no cost which seems to have locked me in. Bit annoyed...
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-09-30
- Comments
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I have been utterly unimpressed with Virgin from the outset, whilst their broadband speeds are good, I would not recommend them on the basis that this goes no way to outweighing their awful customer service.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-01-31
- Comments
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The experience I had was like "hotel California", ie you can check out any time you like but you can never leave. Signing up is the easiest possible but when you then (after 6 years!!) want to leave for another provider you suddenly have to jump through a ridiculous number of hoops. You can upgrade and change plans on their website without any hassle but hey nowhere is there any chance to terminate your account. Nope than you suddenly have to call or go on a 10 hour WhatsApp obstacle course. Horrible horrible experience.
- Location
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- Location
- Loughborough
- Reviewing
- Virgin Media
- Date
- 2009-09-22
- Comments
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Having spend countless hours trying to resolve an issue with intermittent broadband connection for more than two months, we eventually got an engineer to confirm that my equipment was not at fault and that there was an outdoor fault somewhere. A temporary cable was installed to bypass a suspect cable under the garden. He arranged for another crew to attend in October to replace the cable for which they are hoping (misguidedly) to dig up the concrete path. They go under the path or not at all and I don't believe the fault is there or the temporary cable would have cured it!
- Location
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- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2016-06-22
- Comments
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We have been without a phone for four weeks now. I've lost count of the number of phone calls I've made, and of the engineers who have failed to fix our line. Nobody ever rings back, emails are rarely answered (when they are it's a bland 'we'll fix it as soo as possible'. Customer service assistants are often rude - and they are always surprised and offended if you get upset. In the past week, I've been promised 5 call-backs from engineers, and none of them have materialised. Some customer services assistants refuse to put you through to a manager. It's fine when things are working, but when the system is down they have no interest in your problems. They promised to fix my phone three weeks from when it broke down. Their engineer arrived and promptly buggered off. When I ring up they tell me they have to follow procedures and I need to go to the back of the queue.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-01-29
- Comments
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Do have a gripe with them. Just the bit concerning unlimited downloads like advertised. Fair use policy is the only answer from them. In My book unlimited means unlimited whatever the small print says. Anything else is, well just limited. A con i call it. Will strangle your download speed all day to if you go over the limit. What is their limit? As virgin will tell you...Black is White... White is Black... Black is White...White is Black
- Location
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- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2016-09-04
- Comments
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Been with Virgin since they took over Blueyonder 10 years back. Up until 18 months ago I couldn't really fault them. Always been quick to fix and resolve issues, along with numerous speed bumps over the years. However their aggressive expansion of customer numbers has led to a severe dip in quality due to contention/over subscription. Since early 2015 we've experienced issues from 4pm till long after midnight every day. I'm on a 50mb connection which during this time will max out at maybe 5mb. In effect under 10% the advertised speed. Finally complained after 12 months of waiting for some fix to be told in March there was a known fault. Now this fault was pushed back month after month and now I'm told is due to overcapacity. They also advised the speed upgrades are being cancelled for my area due to this issue. My problem here is that they have an issue which they are not sharing with their customer base. It took many phone calls and staff to get to the root of the problem and they will only refund you £7.50 per month, if you call. So I have to waste time calling once every fix date has passed to go through the whole dance again and again, repeating the exact same conversation. I was hoping the speed dip was related to the work on providing the speed upgrades (given thats what I've been led to believe my price increases are for). Sadly however it's not the case. Basically if you are a new customer I'd steer clear until they get to grips with the over selling as their network is falling apart. If I could I'd go to BT, but sadly they max out at 38mb.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-05-01
- Comments
-
Actualy for the speed and its reliability cant complaint much as its been always solid.
The customer service on the other hans doesnt exist. You need to wait 30min to be heard on the phone and then their service desk is the most useles on earth. Ive been with virgin for some od 8-9 years and i had enough of them. The contract i sign with them they constantly charge more and more. They dont give deals to people who use the Virgin networ already, that they give to new customers, wtf is that ? Quit and look for alternatives
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-11-24
- Comments
-
From 24 to 39 pounds.
Thiefs!!!
Dificult to get hold of customer services and once you speak to them the price stay the same.
Big NO, NO
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-05-26
- Comments
-
Where to begin? DO NOT JOIN VIRGIN MEDIA. REPEAT, DO. NO. JOIN. VIRGIN. MEDIA.
I am currently going through a very stressful divorce from Virgin Media after over 20 years of being a so called 'valued customer'. Well let me tell you that I don't feel valued. AT ALL! I have been lied to constantly, let down, suffered bad service and been passed from person to person, as well as suffering the constant automated choices each and every time I've called them. The last time I phoned them, which was because the engineer, who was supposed to turn up on Tuesday 16 May between 8am and 1pm didn't arrive. They didn't even bother to phone to inform me they wouldn't be coming. What's more, on the Friday beforehand, they'd cancelled my subscription services, Sky Sports and LFC TV without consulting me!! When I phoned to complain about the engineer not turning up and being told they couldn't come until Thursday 18th, I told them to cancel everything (Full House TV, Sky Sports, LFC TV, 200mb b/band and home phone). They had the absolute nerve to inform me that I had a good deal (£274 p/mth for 2 V6 boxes and 2 TiVo boxes plus the above). I told them it wasn't good if I hadn't received it! When I said I was definitely cancelling, the guy I spoke to said it was a shame to leave after such a long time. I said that's what happens when you offer such bad service. He didn't even fight to keep my custom. I'm surprised they have so many customers if that's the way they treat them! I'm awaiting the Sky engineers now, who are planned to come and install my services on 1 June. I can't wait. I only hope that I get a better experience than Virgin have provided. At the moment, I am struggling to trust in companies.
As I said, I've been with Virgin (formerly Telewest and Blueyonder) for over 20 years. The customer service and services offered used to be much better, but have deteriorated over the years. I'm so glad to finally be leaving. Good Riddance!!
- Location
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- Location
- Ashford Kent
- Reviewing
- Virgin Media
- Date
- 2017-01-28
- Comments
-
In the last two weeks I swapped from a BT line using Plusnet at 8Mb to a Vigin fibre 50Mb connection. So far the phone has worked fine. The basic television package (read Freeview which we get over the aerial anyway) through the Virgin Tivo box has been slow when we have used it but stable. The broadband however has been dire! My 50mb connection gives a download speed of 52Mb and upload of 5Mb - great - that is far in advance of my old connection - but browsing - that is a completely different issue. It frequently takes me 4 attempts to connect just to Google let alone any other websites. For reliability my old 8Mb Plusnet over copper cable was infinately faster and more reliable. Seriously wishing I'd done my homework. Then there is the Virgin Superhub 3.0. Why did Virgin choose to send a new router model out to all it's new customers which has clearly not been tested fully let alone have a stable firmware release that doesn't even have the same or better features of their previous, much praised Hub 2.0? As a result of this firmware I can't open certain ports (having to just use a DMZ so ALL ports are open!). The hub is also stopping my Son from playing his XBox One games over XBox Live simply because it can't connect - not only because it can't access the ports it needs but also because the latency of browsing is so very slow.
Virgin - you have a major issue with you DNS routing - please sort it - I am paying for this rubbish !
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2018-09-14
- Comments
-
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-13
- Comments
-
I've experienced nothing short of horrific customer service over the last few days.
I tried to carry over my Virgin broadband to my new property. I was moving on the 8th, but got disconnected on the 6th (more detail to this but it was a huge problem since I work from home). Virgin could not reconnect me for the 2 days following this mistake…
This cost me £10 in data passes to my mobile phone company because I had to tether. When I got to the new house the broadband didn’t work—even though it was claimed that it should and it’s a Virgin line.
I had to be passed around 3 diff departments / 1hr call to troubleshoot.
I finally got through to the faults team who said they need to send an engineer out but the system was down. Said they’d call me back. Surprise surprise—no return phone call.
At this point, after about 3 hours dealing with various incompetence, I’d had enough & wanted to leave.
I’d already been charged ~£40 for April for—at this point—a non existing service.
I found a much more competitive package at Vodafone and signed up.
I’ve been trying to cancel my Virgin package today and I’m being told that my last day will be 12th May…
I tried to explain to the “I’m leaving” team that it’s not fair for me to be charged for April since 1) Virgin messed up my move 2) I don’t have access to any services.
Got passed between 2 customer service representatives. Neither could understand this, just wanted to read their script.
Apparently someone was going to phone me back (of course they didn't).
At this point I just wanted a refund for this month for charged services that i don’t have access to. It’s not hard, and it’s fair.
There is absolutely no way I am going to waste my time calling them or ever using them again.
- Location
-
- Location
- Acton
- Reviewing
- Virgin Media
- Date
- 2017-06-29
- Comments
-
Feel very stressed and alarmed way I got treated by virgin team ordered it saying I was to get Samsung tv told 3 times been a delay now forth call saying I'm not eligible but was quick to bind me to a contract such a large company but horrible communication wen ask to speak to manager get told if he doesn't want to call you he won't wow people stay away from virgin I am gonna seek legal advice they are bunch of bully's so don't let elderly get any service they provide and people stand up to evil businesses like this and report to watch dog or shows like this it's not right
- Location
-
- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2021-02-07
- Comments
-
we signed up to virgin media following the promise of a £125 bill credit. we didn't get it and really feel like we have been scammed!! the credit should have come off our first bill and didn't. then we were promised it would be credited after 90 days. six months later we are still trying to get it, spending hours on hold finally to be fobbed off when we do get through. I made a subject access request last time and have still been ignored even though this is a legal requirement. we will cancel the direct debit early and let them chase us for it. I would be happy to spend a day in court so that their atrocious behaviour comes to light. steer well clear. Virgin media offer better services and broadband than sky but we will still be returning to them.
- Location
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- Location
- Whitton
- Reviewing
- Virgin Media
- Date
- 2023-10-27
- Comments
-
close to useless. whenever there is vistors around eg including me and my family theres 5 people, the wifi stops working and the connection is really bad, even if you're sat next to the wifi. My friends stopped coming over to my house due to the wifi not usable and they can't contact anyone in the outside world using the wifi. Made me pull my hair out as it lags for the 15th time within 5 minutes.
- Location
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- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2020-06-17
- Comments
-
Until this year I had always been pretty happy with Virgin Media but I have had so many problems with the service recently that I have had enough.
I am locked in until next year but I am DEFINITELY leaving once my contract is up.
The wifi is so flaky now I have had to buy long CAT7 cables so that a connection can be maintained while working from home.
My PS4 used to connect with no problem but recently it just failed to connect at all wirelessly.
I finally managed to get a connection after I set up a guest account specifically for the PS4.
The PS4 can't be more than 12 feet from the router with no solid walls in between.
Also, my PC drops it's signal too often as well. It usually kicks off again after resetting the adapter but not always.
I tried phoning them but was told it might be an hour in the queue then I tried to raise a service complaint and what a shock, even THAT didn't work!
The TV says that the signal is generally less than 50%.
It's a real pain even though the speed is OK once connected via a cable.
Once 5G services are common and not too expensive I can see Virgin Media going out of business.
- 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.