4,684 Customer Reviews over 118 pages
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-04-18
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-10-02
- Comments
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Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
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Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
- Location
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- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2015-01-12
- Comments
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Virginmedia broadband is poor in the evening.
I'm lucky if I get 2.0 Mbps which means the the video you're watching constantly replays or doesn't play at all.
Virginmedia doesn't tell you the truth. They must reduce their broadband in the evening.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
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The worst customer service ever if you have to deal with indian call center. Had to call 3 times for them to give us the correct package at the correct price.
Best thing is to use the thinking of leaving us option as this is uk.
Cannot fault the speed or reliability, nobody has faster or more reliable broadband, and they know this. If only they could improve customer service!
- Location
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- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2015-11-05
- Comments
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Went for 152Mbps and getting 7Mbps during peak times. Virgin have informed me it is a fault with their equipment and will take approximately 3 months to fix.
They will not allow me to exit my contract early even though I was told minimum speeds would be 140Mbps.
Customer service is non existent, they do not pass on information, call you when they have said they would. It seems that once they have you in, they could not care less!
- Location
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- Location
- Wiltshire
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Worst company ever, my advice go with anyone but virgin, really expensive customer service is the worst on the planet. Internet speed is slower than my mobile data. And they couldn't care less. Avoid!!!!!!
- Location
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- Location
- Loughborough Leics.
- Reviewing
- Virgin Media
- Date
- 2009-08-08
- Comments
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Have been paying extra for uprated Broadband speed for two or three months now; but despite taking the money; I am STILL waiting for the up-graded service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-03
- Comments
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My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2014-06-02
- Comments
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Broadband is slow even with high mb, customer service is practically non-existent. Prices go up and up. Would of gone with sky a long time ago, unfortunately we cannot get a great signal for the tv package as well because of trees in our garden, but as soon as the fibre optic is done in our area through sky and bt that's where i will be heading!
- Location
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- Location
- Northern ireland
- Reviewing
- Virgin Media
- Date
- 2020-01-31
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-04-23
- Comments
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Service is not reliable but even more annoyingly they hassle you over the phone until you accept a supposedly free upgrade, which obviously turns out not to be free
- Location
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- Location
- Caterham
- Reviewing
- Virgin Media
- Date
- 2021-11-17
- Comments
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I have found that VM is very good when all is working well but if anything needs to be fixed / sorted I have to agree with all the reviews I have read on this site that their customer service is terrible.
My VM email has been down for the last few days and VM won't speak to me because my husband's name is the account holder. They won't allow 2 names to be on the account (unlike other utilities) and I can only be a "3rd Party" on it.
It's funny how they were happy to deal solely with me multiple times last week in order to negotiate a new 18-month contract, but today when my "Mailbox is Unavailable" their systems will only allow the "Account Holder" to give the security details.
So I am responsible enough to set up and pay the next 18-month contract but not old enough to be told why I have an email problem.
One tip I was given years ago which still seems to work - only call them in the mornings so you get somebody Scottish. I made the mistake on calling this evening and going around and around in circles and ending up screaming at the phone.
I am now looking at competitors.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2018-02-12
- Comments
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SO FRUSTRATING AND DISAPPOINTING, TERRIBLE SPEED AND I LOOSE BROADBAND , EVEN WHEN SITTING DIRECTLY OPPOSITE THE HUB, A DISGRACE AND THE SMALL PACKAGE OF TV SEEMS WORSE THAN FREE VIEW AND YOU PAY FOR IT ? THE STAFF WHEN YOU PHONE TO DOWN GRADE WORK HARD TO UP GRADE YOUR CALL, ITS SO FRUSTRATING.
- Location
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- Location
- CB24 8UL
- Reviewing
- Virgin Media
- Date
- 2022-12-04
- Comments
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I had a hard time getting in touch with one of your consultants and after I got in touch they asked me for a lot of identification details more like a bank account but that wasn't a problem if the problem had been solved but after identification I transferred to another department and the same security questions again and again put me on hold for another department and after several minutes of waiting the call was cut off having to repeat the same story again and again and this happened for several days at in a row and finally I started a WhatsApp conversation which also continued a text conversation with the same repeated security questions after each conversation at a certain time I was asked for the same data even though I had written it countless times in the previous conversation and only in the end after a few days lost of stress and nerves to close a contract that was due to expire on time and my rate was extended and increased by 5 0% without my consent! I believe that this could be done very simply with a few clicks from the personal application where you log in with your personal identification data!
I believe this is done on purpose to make it almost impossible for customers to get out of a contract with virgin media! Shame on you!
- Location
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- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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One of the worst service providers I've ever dealt with. In the three years I've been with them, they've raised the broadband prices with clockwork regularity every year. They will charge you if you want to receive paper letters or statements. If you forget to save your online statements from your account, they will ask for £3.50 for each statement to be printed and sent to you - they will refuse to e-mail them to you. If you have any problems you will spend at least half an hour on hold on the phone. If you try to cancel they will try everything to make you stay with them - it took me 40 minutes before I managed to get them to cancel my account. I cancelled because I was moving, and they demanded I give them my new address, because they want me to send them the router two weeks after the cancellation day - so I can't even escape from them from a new address! The Internet itself is very spotty, and any claims that they have great Internet with fiber optics - lies. Do not pay anything to this company, they will milk you dry then laugh in your face.
- Location
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- Location
- Witney
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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ABSOLUTELY AWFUL! Should never have left sky which was 100 times better. Catch up and recording options are rubbish and is impossible to watch something from last week. It Is also far too complicated and often stops working and won't let you watch anything on demand/catch up. Don't bother with virgin
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
- Location
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- Location
- Corby
- Reviewing
- Virgin Media
- Date
- 2017-05-16
- Comments
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A Virginmedia engineer ,Oskar, relocated a TV point for me today. He worked quickly and explained everything as he was working. He was happy to make sure that I was completely satisfied with the work done.
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-04-20
- Comments
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The problem is you can only rate speed and reliability relative to price, in this respect virgin is below average, however it is their customer service that is the most horrendous part of this company.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-06-25
- Comments
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When it works it's ok, the problem is it works about 10% of the time. It's honestly a joke that it drops to 0.5Mbits every 5 minutes. Horrible customer service aswell, just a bunch of people in an indian call center that have no idea what they're talking about. One of the worst broadband providers out there, they basically steal money.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-09-12
- Comments
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Absolute waste of time, slow unreliable, never works to a standard of price, and nothing ever gets done to revive the issue
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2018-02-03
- Comments
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At the end of the day, the broadband is excellent, but literally everything else about this company is not. When we first got it, I couldn't install it properly due to an issue with our house. We had to wait 2 weeks for an engineer to come and do a 5 minute job. 2 weeks when we were already paying 30+ a month. For a several million or billion pound company, that's just ridiculous. This doesn't include all the hassle I've had with customer service. The service is clunky and takes ages just to talk to a person. To be fair the people themselves are helpful and do their best but the company itself just makes the process as difficult as possible and puts them in a horrible spot. When faults happen, no email to let you know, just an "oh that'll be a few days before you get your service back" when you go through the 15 minute call to get hold of them. Literally the worst company I've ever dealt with. Now that fibre optic is being offered by other companies, go with literally every other one. Virgin is the worst company I've ever deal with, and I will never buy or use another of their products ever again.
- Location
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- Location
- Stockton on tees
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
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Total rubbish connection took 20 mins to load this page up might as well have no internet at all
- Location
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- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2021-01-26
- Comments
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Virgin media is not fit for purpose. Broadband speed good when hard wired but wireless is intermittent. Customer service is non existent. TV service is a joke. The problems are endless and too may to go into here. We had an Engineers visit last year when the system was working, albeit intermittently. but when he left we had no service of anything for 8 days. The next engineer to visit said the first had damaged it. Told we would be compensated in June 2020. Still waiting. We were updated to 360 in December 2020. Nothing works consistently. Engineer visiting tomorrow but will be the last visit they make other than collecting their equipment when I go back to Sky. If your'e thinking of going to Virgin Media, DON'T, you will regret it.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-10-03
- Comments
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We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-02-09
- Comments
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By far the worst internet I've ever had. Very intermittent, cuts out about every 20 minutes making a lot of online tasks impossible. The speed in the last few weeks has averaged around 1Mbps, sometimes being as low as 0.2Mbps. Cannot believe I'm paying this much money for a service which I can barely even use. Would never recommend virgin media to anyone. Customer services do nothing about it, and the short and thin of it is that they can't as its down to the fact they've massively oversubscribed this area. But you'd hope that they'd somehow invest some money into sorting this out, but from all the work I've done, no one seems to care quite frankly. Will never be using them again.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-04-19
- Comments
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Have problems every week with one of the best packages, their excuse this week was 'we are upgrading other people'
- Location
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- Location
- Dunstable
- Reviewing
- Virgin Media
- Date
- 2022-09-04
- Comments
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Disgusting company - miss sold to an 86 year old who called to cancel her contract due to the cost of living crisis and was told virgin would do a better deal when in fact she is now paying so much more and has been unable to speak to anyone due to such poor customer service and has been reduced to tears over the issue. Shame on you virgin media
- Location
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- Location
- Middlesbrough
- Reviewing
- Virgin Media
- Date
- 2018-07-26
- Location
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- Location
- West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-06-02
- Comments
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Unparalleled quality from the 80s.
The broadband speed is pretty good but the router is absolute garbage and only covers the ground floor of my house so the devices that use the internet (which all happen to be upstairs) receive next to no reliable connection making watching videos, playing games and listening to music next to pointless because I have to watch videos in 144p, can only play single player games and music has to buffer every five seconds.
When you actually can connect to the bloody router the speeds are good, but what's the point if you're restricted to the same room as your router?
My old AOL router from the mid 00s was better.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-16
- Comments
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Total rubbish
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2019-09-26
- Comments
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The worst broadband I have ever signed up for in my whole time of having WiFi.. you pay over a hundred pound for the tv to buffer we don’t even use the land lines because we have our own mobiles... the WiFi is a load of ******** every 5 minutes when I go on if it crashes when I go play on a console or something as my game needs online it did connects every single game... £70 game and can’t even ******* play it... defiantly ending this ball **** contract in November... BT FIBRE OPTIC PEOPLE !!!!
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
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Virgin Media customer service are non-existent. I spent over 10 hours across three days trying to contact customer service; their customer service line puts one on hold for 60+ minutes, and then disconnects if one has not yet reached an agent (which rarely occurs). When one does finally reach an agent, s/he has no authority to resolve problems; they only transfer to other agents. Agents then refuse to admit problems, and instead threaten customers with legal action for breach of contract when they assert that Virgin Media's services do not work as advertised. Prices change without notice, and customer service agents deny that there is any change even when presented with differing bills for the same service. Reaching any customer service agent at all required 19(!) posts on Virgin Media's Facebook page, in order to finally arrange a Webchat. Virgin Media are dishonest thieves whose have systems designed to waste so much customer time that the customer gives up and pays whatever they ask. One * for customer service is too much. AVOID.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-05-30
- Comments
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The contract negotiations you do over the phone are not added to the contract,so they will tell you yes to what you ask for and charge you for what they want.you get connection charge, disconnection charge, equipment charge.My offer had £50 off to you when you join and to the person who recommended them- it was missed.
The speed is faster than of other providers,however less than what you pay for.Mine was vivo 100 , on speed tests i received below 50 and that was with router on the table.
The thereafter fees always applies,it doesn't matter if you specify that you make the deal for only 12 months or the length of the offer.If you try to contact customer services you better be prepared to wait more than 20 min ( 19 min and 28 sec) just to find out that the system said that ...it is your fault. I hope that one day the regulators are going to force them to reimburse customers for not respecting their contractual services as they did with the banks.Until then good luck!
- Location
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- Location
- loughborough
- Reviewing
- Virgin Media
- Date
- 2017-06-01
- Comments
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complete and utter pile of rubbish that likes to cut out when you need it most. insanely high ping and large packet losses.
- Location
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- Location
- England
- Reviewing
- Virgin Media
- Date
- 2017-07-29
- Comments
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The speed is crap. Shuts down every 5 minutes of it being on and doesn't come back. They lure you in with "cheapest and best broadband which just masks the fact they are terrible. Don't get this broadband if you want internet
- Location
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- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
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Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
- Location
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- Location
- London, United Kingdom
- Reviewing
- Virgin Media
- Date
- 2017-04-03
- Comments
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I had and awful experience dealing with Virgin Media these days. We were supposed to have Internet on the 1st of April 2017 but they didn't come. And finally we succeeded to reach them today Monday 03rd of April but they told us they will come the 15th : in TWO WEEKS. Considering they already charged us for internet i think it's unacceptable to have internet in two weeks. We are professionnals and we really need internet to work. We were supposed to have it days ago ! It's incredible what is happening. Really disappointed by the service on the phone with robots not even real people who can think and find a solution to the problem. I don't recommend at all, RUN !!
- 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.