4,684 Customer Reviews over 118 pages
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2021-09-24
- Comments
-
Breathtaking incompetence and shockingly poor service. The installation date was booked and I waiting, standing, at the unfurnished property for 5 hours only to be informed by the driver that he was not in Derby but in Manchester. I had phoned twice to check on when he was coming to be told he was on the way. He had the right street name in the wrong city and part of the country. Need I say more? An hour of holding on the phone TJ try to speak with a supervisor and 15 minutes of being identified in the Philippines and still no joy for what is to be a £1,000 per year order. Shocking…
- Location
-
- Location
- Tadworth
- Reviewing
- Virgin Media
- Date
- 2021-09-23
- Comments
-
After last price rise from £27 to £52 then to £62, I decided to cancel the service and go with someone cheaper. Talk Talk offered me service for £23 per month. I cancelled Virgin contract and moved to Talk Talk. To my horror, their promised Fibre internet is a phone line! when I enquired following many calls, I was informed that the Fibre cable is only to the cabinet and connection is via land line! I tried to upgrade to full fibre 500 for £30 but after calling and waiting for hours....their customer service is appalling, they either redirect me to another operator that asks for all details again or hangs up. I came back to Virgin Media, within few minutes, everything was set up, new channels added free of charge, 2 new boxes order to replace old one and arranged for an engenderer to fix my land line. What an amazing service!
- Location
-
- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2021-09-22
- Comments
-
Can’t wait to the end of the contract and leave VM, broadband constantly down and the agents make false promises. What a terrible company. The network is so old and lacks maintenance so the broadband is consistently slow and goes down regularly and the support centre staff area always blaming each other within the company.
- Location
-
- Location
- CHEADLE
- Reviewing
- Virgin Media
- Date
- 2021-09-22
- Location
-
- Location
- Alsager
- Reviewing
- Virgin Media
- Date
- 2021-09-22
- Comments
-
In summary, terrible customer service. We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 contract cancellation penalty. I wrote and phoned virgin media customer service to try and resolve They ignored me and I now have a debt collection agency chasing me. Very poor customer service. I will never buy a Virgin product again
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
-
I'd rather shoot myself than use this company's services myself. Everything was okay up until the point where we needed to cancel. Booked an appointment after moving and explicitly told them my address and phone number. Their people went to the wrong address, didn't call, and I found out that the customer service person didn't even update my address or phone details during the previous call. I was then told they updated both of these and that they booked a new appointment. Sike, they didn't A few days later I received an email that they're charging me 40 quid for the unreturned kit THAT THEY THEMSELVES FAILED TO PICK UP. I called them up, and they told me that they cannot guarantee pickup even when its booked. SO WHY HAVE A SERVICE LIKE THAT THEN? They also said they cant track which collector does which appointment so no liability for any of them, and I am left with a 40 quid charge which is after I gave them the whole loadout of information 3 TIMES. Insane, I'd probably rather go without any internet than to go with VM
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
-
Virgin has got to be one of the worst internet providers in UK or the world. They have failed to create my online account, they have mispelt my name and I wasn't able to access my account for the first 6 months. The only way to complain about that, and the internet that kept disconnecting throughout the day was through an online account which I didn't have access to. I have contacted them 10's of times and wasted many many hours trying to get access to my own account that I was paying for :). A year has passed I have cancelled at the end of my initial contract, they have sent me several letters saying that they will be deducting several ten's of pounds from my account if I don't send them the equipment back. At the same time I had their engineers text me saying they will do a pick-up from 9 am to 7 PM, for 3 days in a week and no one showed up. I had to re-arrange my day and miss some work because of it and when I called them to confront them about the mess that is their operations, I asked what kind of compensation I could get for my lost time, as I would assume if their engineer was the one waiting for 3 days I would've gotten quite a generous bill. I have been placed on hold for 10 minutes and then they hanged up. :):):).
THE ABSOLUTE WORST PROVIDER I HAVE EVER EXPERIENCED - CUSTOMER SERVICE IS JUST A WORD IN THAT ORGANISATION, ITS ACTUALLY ONLY THE CUSTOMER THAT IS SERVICING THEM, THEY ARE INCOMPETENT, TAKE NO OWNERSHIP OF THEIR MESSUPS AND ARE JUST TO BE AVOIDED - PLEASE LISTEN UP!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-21
- Comments
-
Worst company ever. Avoid, they don’t care about you just ££££. The only good thing is internet speed.
- Location
-
- Location
- Canterbury
- Reviewing
- Virgin Media
- Date
- 2021-09-20
- Comments
-
Honestly, just the most awful company I have ever dealt with in my 30 years in business.
Failed to deliver the product promised. When I enquired as to why they then failed to pursue what went wrong. The personnel who made the initial sale ignored all my subsequent (and let me stress POLITE) enquiries by phone and email for an update.
After 4 weeks waiting for a device that I was promised within 2 working days, I made an official complaint. Was promised an immediate response and 'escalation'. The complaints department then totally ignored all my subsequent requests for an update. It is now 7 weeks later, no device delivered and I have heard absolutely nothing. Now given up on them.
I am just incapable of saying more that can be printed about just how dreadful they are.
Where do you go to complain about a complaints department that does nothing and does not respond or process your totally reasonable and legitimate complaint (we had a customer waiting for the device) ?
Based on my experience, do not touch this company. They are totally incompetent and clearly they don't care at all.
Totally and utterly useless.
- Location
-
- Location
- Alsager
- Reviewing
- Virgin Media
- Date
- 2021-09-20
- Comments
-
We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 penalty. I wrote and phoned virgin media customer service. They ignored me and I now have a debt collection agency chasing me. Very poor customer service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-18
- Comments
-
Virgin broadband has been the single worst customer experience of my life. Ever since it was installed the connection has been intermittent - disconnecting about 5-10 times per day. This makes it impossible to work from home. I have spent countless hours on the phone to their technical team and every time they just the same thing - tell me to reset my router (which I've done over 10 times), move closer to my router (has no impact) etc. They then run automated tests and tell me there's no problem, as if somehow I'm imagining it.
Then when I went to cancel my connection they told me it would cost £240. I asked them what they would need in order to waive the fee, and a lady told me I would have to ring the technical team and get an engineer to visit and be unable to resolve the fault within 30 days. I then asked her why the technical team hadn't sent an engineer on one of my last 4 calls and she told me I didn't meet the criteria. You couldn't make it up. Kafka-esque doesn't even begin to describe it...
They're the worst reviewed broadband provider for a reason and I wish I'd read up on them more before starting our package. Avoid at all costs - as if anything goes wrong their customer service system is just completely impeneterable.
- Location
-
- Location
- Penwortham
- Reviewing
- Virgin Media
- Date
- 2021-09-17
- Comments
-
Start price at £25 was reasonable for 100Mbps speed, basic TV Freeview channels, telephone which I didn’t need as I had a VOIP phone.
On renewal of the contract the price went to over £52 more than double the introductory offer.
I have therefore returned to Talk Talk 100Mbps 2 year initial contract. No doubt the price of this will rise on completion of the initial contract. When I will have to change ISP again. To me keep changing due to exorbitant price increases is false economy. 3 customers in our neighbourhood have already dropped Virgin in the past 18 months another is about to drop sky because of exorbitant increases.
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2021-09-17
- Location
-
- Location
- Bushey
- Reviewing
- Virgin Media
- Date
- 2021-09-16
- Comments
-
Glad to finally be able to get rid of it. Customer care is rubbish. They do not listen to the customer and dont care but are very eager to take you our money and give fines on top of it. Better off without
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Location
-
- Location
- Lydiate
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
-
Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
-
Easily the worst customer service I have ever had, for any product. I have stayed with Virgin ONLY because of the broadband itself. Getting any attention from them is absolutely hopeless, and they ask you to jump through hoops for every single inquiry. I will never use Virgin Media again.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
-
The most god awful customer service ever. They have a chat bot that sends you around in circles. No one to call, eventually you'll get through to a rep via chat that can't solve your problem. Virgin has been billing me incorrectly for months and never solves the problem and overcharging me. Finally I refused to pay as they owe me money so they've cut me off from my Internet now and still haven't corrected the billing owing me money adding charges to my Internet and cutting me off also! And STILL CANNOT GET ANYONE TO TALK ON THE PHONE TO!
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2021-09-14
- Comments
-
appalling service. We have always had trouble with the internet in our area.. then we went 6 consecutive days without any service at all! We were told lies over and over again saying it will be fixed in 10 hours. After 10 hours have passed they said another 7 hours.. untill eventually 6 DAYS HAVE PASSED. We had no one to contact because they knew the internet was down so we could only speak to a robot that automatically hangs up. We had no choice but to switch providers after 6 days of no communication. BEST PART!!! They didnt even comp. our bill for the WEEK OF NO SERVICES PROVIDED.. THEY CHARGED THE FULL MONTH AND EVEN HAD THEN NERVE TO CHARGE £240 Cancellation Fee.. which my husband and i will fight till we die-- even when we most likey lose it wont be worth the £5 a month we will pay you.. not to mention I will tell everyone to leave you!! so was your £240 really worth it?? Im sure it is cause thats how you are keeping the company alive off of Cancellation FEES ALONE!!! No apology no compromise.. not even after offering £100 to leave.. well.. lets do this thing then.. you wanna dance. I got my tapping shoes on!!!
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2021-09-13
- Comments
-
customer service is a nightmare, trying to switch providers is a hassle with constant dropped calls and needing to call back in to be led around in a circle when all I want to do is give my 30 day notice. Overpriced and annoying
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2021-09-10
- Comments
-
Installation process really bad. Ducts blocked on pavement. First lot of engineers couldnt fix external installation as that is another team. Engineers failed to turn up twice to address. Got 3rd date. Customer care awful. Can't explain when ducts repaired so they have given me another date. So I challenged them so your going to do the pavement and the external installation and internal instalation on the same day then. I've told them if it doesn't get sorted on 3rd attempt im cancelling my order.
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
-
I've been experiencing constant problems for the past 2 years. As the speed and reliability got unbearable, I finally changed to Sky today.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
-
ABSOLUTELY DISGUSTING COMPANY!!! Decided to leave because it was too expensive. Chose a new provider last november. Haven't used their services since. Got a letter from debt collection company to say i owed £192.00 so i payed. It's nearly a year on and they ring me at least 8 times a day! Apparently i owe more money. Rang them, answered security questions. She then went on to ask if i was going to make a payment. I said absolutely not!! My answers to my security questions were all of a sudden wrong. I know my own d.o.b!!!! Told me to ring back when i remember them. Unbelievable company. How can you owe money on a service that you're not getting?
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-08
- Comments
-
Absolutely abhorrent company. Getting in touch with customer service is purposefully made as hard as possible. Here is the trick - when you call them to cancel, press the "Want to upgrade" option. You'll be transferred to an operator in 5 min instead of 25.
- Location
-
- Location
- s
- Reviewing
- Virgin Media
- Date
- 2021-09-08
- Comments
-
do not use virgin media. They are robbers!! They charge you 2 months bill in the first month you 'join' (they consider you a new customer even if you are an existing customer and move house--this is how they get money from people). Then they also charge you again for the 2nd month!! They claim it is in their contract but they never send that to you. Please avoid!!!!
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-09-07
- Comments
-
Do not use their refer a friend scheme - utter scam. The broadband is patchy at best. Customer Services is non-existent and do not reply to questions. Looking forward to my contract ending!
- 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
- St zlband
- Reviewing
- Virgin Media
- Date
- 2021-09-05
- Comments
-
Consistently dreadful, costly, cheap software, pointless support
- Location
-
- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2021-09-04
- Comments
-
I phoned on behalf of a 79 year old neighbour whos phone line was broken.
After 2 hours on the phone listening to the song "is there any body out there" (is this a joke!) I got cut of twice and 2 other staff couldnt understand my accent then their virgin computer could not accept that a old copper landline cable was at fault - their diagnostics were that all was ok - they just cut me off? The last chap, understood me, and swiftly reported it and got things done - you have 1 good member of staff out of 5?
- Location
-
- Location
- wirral
- Reviewing
- Virgin Media
- Date
- 2021-09-03
- Comments
-
Would never use again. Customer service is the worst from any company ever dealt with. Internet drops out or is slow. Cancellation charges are ridiculous even when they wont provide service to you because they are not in the area you are moving to. Staff are rude and aggressive
- 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
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
-
Absolutely horrendous. Wifi was not installed until a week or two after the contract start date, yet I was still charged for the full duration. Internet speeds never reached the base minimum speed stipulated in the contract, yet every time I called technical support I was offered zero resolution except to purchase a booster for an additional fee each month. Now after finally reaching the end of the contract and terminating service, I'm being charged an additional fee for not providing advance notice of canceling/not renewing service? Calling customer support to dispute this charge has resulted in, "well, we can see all the notes on the account for when you called with issues, but, that's not our problem, so you still have to pay this fee." DO NOT USE VIRGIN MEDIA. Disgusting company. I could not be less satisfied with my experience.
- Location
-
- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
-
Like the Bates Hotel you can check but never leave - I have been trying to close my account now for over 24hrs most of that time was spent in endless hold patterns on web chat - when one eventually does get a response from an operator all they want to do is try an dup sell more services - then they say oh sorry cant help you I am only in billing you will need to speak to team X Shall I transfer you now - then one is on hold again on webchat for hours - up to 2 hrs in some cases and then the whole thing starts again eventually they say ok now can you give characters 1 7 6 from your password you use to speak to us - I have never spoken to anyone at Virgin for over two years and dont recall ever having a password other than the one I use to log into my online account through which I am chatting to them !!! Oh we will send out a new one - it will take 5 days to arrive - Arghhh Its only because I then complain using formal complaints section - difficult in itself to find on tehir "helpful website and threaten them with OFCOM that they eventually give a number to contact after hours of course. So I call this am and hey presto bloke starts teh upsell routine - he fairly quickly gets the message that I want nothing furtehr to do with Virgin ever and so eventually pasees me to a reasonable lady outside Glasgow who cancels my account within 60 seconds - see it can be done easily why oh why does it take over 24hrs to get through to someone with a brain. If Richard didnt spend so much time spaced out maybe he might realise what a crap business he has
- Location
-
- Location
- Barbosa
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
-
STAY AWAY
Please DONOT be lured by offers you see by virgin media! They are a horrible, money grabbing business, and I know that is most businesses now but these lot are scum! We brought our first house and decided virgin media were doing a good deal on phone/broadband/tv package so we went with them. After a while we literally had to call them every month as they kept trying to up our direct debit without letting us know. Some months it would go from £50 to £85! It’s a constant argument with them and their customer service is rude as anything! We put up with it for a couple of years because we were tied into a contract but we have tried to leave now and apparently we are still tied into a contract 3 and half years later..but that’s ok not to worry because there is only 4 months left on the contract. We were quoted £147 to be able to cancel and leave them, we wanted to pay it over the phone but we couldn’t and had to wait for it to be taken out of the bank account by them. I have unplugged the tv box and turned the WiFi router and phone off just so that we knew there wouldn’t be any additional charges made up by them. They have now taken out a payment of nearly £250! Even thought all the boxes and WiFi router have all been sent back to them! Honestly the worst telecommunications company I have ever dealt with! STAY AWAY!
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2021-09-02
- Comments
-
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
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
-
I only gave them one star because there is no option to give 0 or even minus. I am utterly disgusted about this company and reading all the reviews here, I am surprised they are still in business.
Besides the fact that they increased my price without sending me a notification ( they claim they did but i never got it ), i ended the contract with them before the end which was in April. I mainly used their internet to connect to my work VPN and it worked just fine until it didn't. The problem was the DNS static address which kept on kicking in every time i tried to access my VPN. After spending the usual 3 hours on the phone and being passed around different agents who were only good at asking my security details every time, after explaining my problem to each and every one of them, the last agent told me I need to pay an extra 5 GBp / month for a more secure hub but could not guarantee that this will fix my problem. That was the moment i decided i need to quit their service but surprise surprise, i need to pay an early disconnection fee of 150GBP. So they cause me the problem, they force me to quit their service and they want to charge me an early disconnection fee. This is the real hustle. Luckily, i can claim the disconnection fee from BT, so all good there. People, sooner or later, Virgin media will cause you headaches. Avoid this company like plague.
- Location
-
- Location
- Stockton
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
-
Connection doesn't even reach the bedrooms upstairs
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
-
I was forced to move my home by my landlord as he is selling the house, and I was planning on taking my virgin media broadband with me, but turns out that virgin media does not provide services on my new address. So I was forced to close my contract prematurely, based on something outside of my control and due to virgin media limited service provision, and YET I am told I have to pay early cancellation fee of £222! This is extremely unfair and the fact that there is no leeway for this circumstance is outrageous.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-01
- Comments
-
The service was ok although expensive but the worst part happened when I moved abroad at the end of 2019.
Considering my account was in credit I was then due a check which Virgin states was sent, received and cashed but it was surely not cashed on my bank account.
After dozens (literally) of phone calls (where I spent much more the amount I was due) just to find out what happened and who cashed it, Virgin is still refusing to support me during the process while stating "we launched an investigation and will let you know next week".
2 years and nothing happened.
- Location
-
- Location
- Timperley
- Reviewing
- Virgin Media
- Date
- 2021-08-31
- Comments
-
My mother in law called to renew her contract after her husband had recently passed away because she needed to change the name on the account and manage finances. After agreeing still a ridiculously high price they proceeded to send her a bill with new customer fees included. When she rang to question it, baring in mind she has been a customer for 20years they said well she’s now classed as a new customer so the fees were applied, she questioned this as she was never offered the new customer offers which were significantly lower. The response was well we are a business - if you take the higher price than we don’t offer the lower prices. Disgusting behaviour from Virgin Media, i will also be cancelling my account now!
- 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.