4,684 Customer Reviews over 118 pages
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- Location
- Stafford
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
-
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
- Location
-
- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2015-04-27
- Comments
-
Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2018-10-13
- Comments
-
The worst company I have ever been with.
I will keep it short as possible.
On the rare occasions the Internet worked we had a really good speed.
Multiple times a day the Internet dropped off completely. 15 mins, 20 once for 45 minutes.
I called at least once a day and spoke to rude and clueless "customer service agents."
They had no idea and just kept reseting the channel. Eventually I said to send an engineer out.
They didn't.
When I called to say he hadn't arrived and to send someone they said I had to call back three times in thirty days to get a call out! Even though I'd called multiple times a week and their man didn't turn up.
In the end I left...
Here is where it gets really fun!
I leave and call them to say so.
I need to pay my last month's fee AND a £200 leaving fee.
I agreed to pay my leaving fee as I had indeed not given a month's notice however, I would NOT be paying the leaving fee.
I paid my £83.83 per month and moved on. (limited TV, rubbish broadband BUT a very very good phone service.)
Started getting letters about my leaving fee which I called about once, told them to take me to court and them ignored.
A very NICE man from virgin called and asked to set up a £5 a month payment plan.
I explain that I CAN pay for it I just WON'T. Explained why and again asked them to take me to court.
Next was a debt collection agency.
I called them and they wanted the fl story. After telling him how may times a day the Internet dropped, the rude and unhelpful staff and engineers not turning up, he told me not to worry about it all.
A week or so later, I got a letter saying the Debt company had sent the debt BACK TO VIRGIN!!
They knew in court I would win so they weren't interested.
I NEVER HEARD A WORD FROM VIRGIN AGAIN!!
So if you get an early leaving fee, stand your ground! If they have broken contract you can leave.
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2023-06-21
- Comments
-
Let's just say I cannot wait for my contract to end in April 2024.
The system in this company is completely messed up. When you try to call them up, there isn't an option for you to choose to directly talk to someone. They either send you a SMS then hang up on you or it will just get disconnected and you just need to call them up again and again hoping you could get the correct combination so that you would be directed to talk to a real person.
Recently they increased my fixed contract price without notifying me in advance. I had to call them up, talking to many many staff and eventually they agreed to change it back to original amount. But then I lost my other promo offer.
What really annoyed me was that it seems none of the customer service staff knows how to deal with your issues. They like to say "I'm sorry but we're unable to do this, or do that blah blah blah".
To make matters worse, they constantly call you up trying to sell you their service.
- Location
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- Location
- Canvey Island
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
-
Total nightmare !
I don't know where to start. I was with Virgin for many years. I felt I had no choice as I need fast speeds for work. But I've finally had enough. They have been a huge pain from day one. The rudest, nastiest, and most aggressive staff you will ever see. Massive bill increases, service outages, equipment breakdowns, we have had it all.
When I had finally had enough and canceled I had the worst customer experience of my life. I was passed around a number of operators who took turns in bullying, insulting, and finally threatening me.
It's unbelievable this company is still in business at all.
- Location
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- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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Warning all potential new customers to look elsewhere if you rely on your internet and appreciate good customer service. Let down too many times. Left without internet 3 times in last few months (one instance was up to 5 days) and just had a letter to advise services will be down again in November. Virgin promised to pay for my extra data bought, I did tell them this wouldn't happen. (it didn't) No call back as promised so I called them. 53 mins later I got credit with the internet down time only, not one penny more for good will gesture. I asked the man on the phone how much the call would be, he said not much, I got my bill and the call cost me £32 No wonder Virgin dont call you back when they promise. Since then Virgin promised to call me within 48 hrs, still no call back. Oh well the poorer stay poor and get punished while the rich get richer, nice one Branson (still love you)
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2022-11-29
- Comments
-
If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic
Please anyone thinking of moving to these jokers avoid
Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is “I understand” and then carry on as normal
Lies lies and more lies. Even have engineers come to house say simple job and personally call
If any more delays… again no replies
Give dates constantly move then more promises more dates moved
Explained with wife in tears need internet to work anything. Kids homework her work from home
Was set for early Nov then end nov then mid December then poss mid December
Shame on you Virgin I doubt any change as simply don’t care
But sure they will say “I understand”
Please anyone avoid I promise it’s not worth the difficulty
- Location
-
- Location
- Berkshire
- Reviewing
- Virgin Media
- Date
- 2018-08-24
- Comments
-
Virgin Media's boradband is fairly reliable but unless you're willing for them to put the price up by £3 three times a year, forget it!
Fed up, I tried calling to cancel the contract after receiving yet another one of these price increases only to be kept on hold for 35 minutes. Then they simply just disconnected the call. Terrible customer service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-06-15
- Comments
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Kept disconnecting from wifi even though we paid our bill, think VM wants tips...
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
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The worst company ever , don't recommend it to anyone if you are thinking to join them be very careful and make sure you read every single detail in the contract as you will end up paying huge amount for things that you don't even know.
Specially if it happens to move to a new property in the middle of a contract , you are basically forced to take a new contract or pay an huge amount of money to cancel it and if you Cary on with them and make a new contract it is in their term, you don't get a deal it's like been forced to be between an sword and a brick wall and you have to Option. When moved to new property could even get the internet signal in some parts of the house and they don't provide anything to extend the signal through the house.
And not to mention that some people from billing dept were rude. Not happy with the service at all and wouldn't recommend anyone to go through what I have been
- Location
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- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2010-01-10
- Comments
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75 percent of the time im lucky to reach one meg when i pay for ten.they are so inconsistent with the speed i recieve.i ring up the customer service line which costs a bomb,get past talking to a machine finally about to talk to a real person and it cuts out every time like it does it on purpose so you ring up and spend more money.all the swear words in the english language is what i think of this rubbish company.if BT's line installation didnt cost so much id be gone long ago from this company.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-11-27
- Comments
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The Downfall of Virgin's Reputation
Using Virgin Broadband for my properties has been an absolute train wreck:
Customer Service: Endlessly Horrendous - Every call is a descent into madness with endless waits and abysmal support. It's a vortex of despair.
Phone Support: Excruciatingly Incompetent - They're not just unhelpful; they're a liability. Complete ignorance and utter disregard for customer issues.
Installation: A Complete Joke - They've never met an installation date. It's a chaotic mess of broken promises and sheer incompetence.
Service Quality: A Total Failure - The service is not just bad; it's catastrophically terrible. Constant outages, snail-like speeds—it's a disaster.
Virgin Broadband is not just the worst in the market; it's a stain on the Virgin legacy. Their business practices are laughable, and their service is a joke. It's obvious they're headed towards inevitable bankruptcy. Everyone knows Virgin Broadband is the bottom of the barrel in internet services. Avoid it like the plague.
- Location
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- Location
- west drayton
- Reviewing
- Virgin Media
- Date
- 2009-11-14
- Comments
-
not impressed by the speed
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-05-10
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-05-25
- Comments
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When it works, the speed is good, however, the connection constantly drops, very unstable. When you call 151 to speak to the help desk, you get through to an Indian call centre, who are very polite but never manage to sort your issue out. When an engineer is booked to come out, you have to wait days, which means days if no internet which is frustrating when my TV, heating/hot water, phone, mobile, and laptop all rely on an internet connection.
AVOID VIRGIN LIKE THE PLAGUE, I definitely wouldn't recommend them to anyone, except my worse enemy that is!!
- Location
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2019-03-16
- Comments
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Recently moved, staying in the same area. Informed by Virgin they don't provide services to this area so advised to terminate my contract. Today I had a call from Virgin to inform me that I have to pay an early termination fee of c£200.00. I wasn't told of this fee when I originally spoke to them about this. The customer services rep stated today that I should have stayed at my previous residence to avoid this fee (really????). What a joke!!! I am not paying this fee and will escalate it if I don't get a satisfactory response. I've just been reading some of the reviews and honestly am gobsmacked at how hated this company is. I will never sign up with them again.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-08-09
- Comments
-
Virgin Media went from being on of the best to be one of the worst
Customer service is not existent
in the last 6 month many people has left and that is what i'm trying to do, to get out of my contract
- Location
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- Location
- Portslade
- Reviewing
- Virgin Media
- Date
- 2017-11-24
- Comments
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Happy to say I have now left Virgin Media, after years of hassle with them, broadband was rubbish, and they were the most difficult company to contact as you rarely get to speak to someone in the uk. Still waiting for credit back from them. And unlike other companies when you leave would not let me keep my old ntl email address even though I offered to pay for it. They were so unhelpful.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-11-06
- Comments
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Just terrible after two years they put up the bill, were incredibly rude, came back with a great deal (more expensive than SKY) and then made me stay for another month at DOUBLE the cost. The worst customer service I have ever experienced.
- Location
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- Location
- maidstone
- Reviewing
- Virgin Media
- Date
- 2018-04-25
- Comments
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I am speechless about the total incompetency of this company.
Customer service calls some to India,some to Glasgow. They never resolve the issue or get it right.Six hours of my time spent on this!
Three engineers later and holes and wiring in my home that is unbelievable I am still without service . I have photos of damage to my property and I am going to take this to Watchdog. This is without doubt the worse company serviceI have ever experienced in my life .
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2022-12-15
- Comments
-
The customer service is the worst I have ever encountered do not use this service you will never receive an answer to any problem or question.
- Location
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- Location
- CARLISLE
- Reviewing
- Virgin Media
- Date
- 2015-02-13
- Comments
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Can't make a full judgement yet as just provisionally signed up, but have got a good deal. But Ian should immediately call his bank to ask for the DD to be repaid under the DD guarantee. The bank should refund it instantly. Also ask about recouping the charges. Write to Richard Branson at Virgin headquarters, asking why you are being treated as if you were not a valued customer. I always go to the organ-grinder if the monkeys are giving me probs. I am having second thoughts after reading these reviews. I had heard that Tivo was a bit poor and that is why I was looking for reviews such as this.
- Location
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- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2014-12-14
- Comments
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I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.
How wrong we're we.
Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.
After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.
Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-09-11
- Comments
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Utterly atrocious customer service, great connection. I felt like i had been lied through the teeth about basic set up e.g. installation date. Kept getting palmed off by people. It lasted weeks and got promised call backs from the complaints team that just doesn't happen. Once set up, the service works really well, I just hope I never need to contact their service team again - would be easier and less painful to switch!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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I took out an 18 month contract, moved home and got forced into a new 12 month contract. No one mentioned this on the phone, via email, via letter or via any other form of communication.
After being on the phone for two hours, I got told it is in the terms and conditions.
I didn't realise companies could automatically take out a new contract without your permission?
The WORST customer service I've ever experienced. Disgusting.
- Location
-
- Location
- Greater Manchester
- Reviewing
- Virgin Media
- Date
- 2019-04-07
- Comments
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Brilliant product but the customer service is beyond shocking.
I was out of contract and wanted to cancel my contract because of a change in circumstances due to ill health. The first representative told me there was no problem and as I was out of contract this could be done immediately. They put me through to cancellation department, they said I had a debit balance so they couldn't close my contract. I knew I did not have anything outstanding, and having been transferred to their accounts department, they confirmed there was nothing owing. Over an hour on the phone and I spoke to NINE representatives. By the end I was actually close to tears and the person I spoke to was actually ridiculing me. I would NEVER go with Virgin Media again, and strongly advise people to give them a miss. I had trouble earlier in my contract with them, and I know these are bit isolated experiences. VIRGIN ON THE RIDICULOUS. There are other companies out there who offer good broadband service, and who offer better customer service. Be warned!
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-23
- Comments
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Supposed to be 350mb boradband but there is next to no wifi signal upstairs so its not useable, useless in fact. As with all broadband companies they also make it as difficult as possible to complain, no e mail contact or live chat, automated options take you around in circles. Worst service I've ever had, would advise you dont bother, I'm trying to leave if I can find someone to actually speak to.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
-
Very unreliable and incompetent customer service, we got passed from operator to operator with no one giving us solid answers. Have had to ring multiple times and speak to over ten people to finally near a resolution to our issue (which is simply that the previous tenants in our student house had not paid for their wifi - something which had nothing to do with us! We had in fact been good virgin customers for the last year (something which they somehow were too incompetent to look into and understand)). As it stands we are a week into a house with no wifi as was planned (and paid for), and as of yet have no date for installation. Absolutely horrendous timing as several of us are on summer placements which require working from home. Would not recommend!
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2017-09-26
- Comments
-
Terrible customer service. They just transfer you to another department when they cannot deal with your issue.
Customer services do not speak English. Fail to keep their word.
- Location
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- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
-
A very unhappy customer! Virgin media customer services and manger I spoke to absolutely appalling! Wish I had never switched over to them! My first bill is a total of £110 which I was not aware of. They are charging me £10 for activation and £40 installation fee and 2 months line rental! When speaking to the sales team they never told me about these charges even when I asked how much my first bill would be! I Never received my contract and was told to take it up with Royal Mail! They have done absolutely nothing to help me with this expensive bill and they never even called me back when I first raised the issue so I had to waste half an hour of my time to call them again! Really not happy with them! Won't be staying with them for long!
- Location
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- Location
- Epsom
- Reviewing
- Virgin Media
- Date
- 2017-10-30
- Comments
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Getting increasingly frustrated with the poor internet speed of Virgin considering the fortune we are paying for the most expensive service on offer. Monday morning and I work from home but I am once again having to run my computer off my phone's hotspot. Thank you O2. Virgin promises speeds that it just doesn't deliver and apparently there are known problems with the cables in Epsom, so Epsom based residents beware that you may not get what you sign up for.
- Location
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- Location
- Battersea
- Reviewing
- Virgin Media
- Date
- 2015-12-06
- Comments
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Don't get virgin media. It is not only agonisingly slow when there is a connection at all, but the connection is highly unreliable. It is impossible to watch any online programme, and downloading anything is a nightmare because it takes so long. I know all broadband providers overstate their service in their advertisements, but Virgin media tells outright lies: "up to" speed claims imply that there would be a connection in the first place. Customer service are never able to solve problems so I no longer spend the long waiting times trying to get through to them. Without doubt the worst broadband provider I have had in 20 years of online experience (ie, even compared to old dial up services).
- Location
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- Location
- Carshalton
- Reviewing
- Virgin Media
- Date
- 2017-06-16
- Comments
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No TV or internet on Tuesday. Rang number and told work being done in my area and all would be fixed by 2.15. Rang again at 3 and told would be sorted soon. Next day rang and told would be fixed remotely and would get a text to confirm when done. No text. Rang today (Friday) and told an engineer coming out next Wednesday. 9 days without TV or internet? They seen surprised I'm not grateful that I would get a reduction in my bill next month. How about the compensation for having to travel into London every day rather than being able to work from home. Appalling service
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-05
- Comments
-
What an appalling company. Avoid at all costs. I signed up for broadband and was promised a 2hour delivery slot. Took a day off work and waited in all day. Nothing. Called them and was promised a two hour slot. Still nothing. Then the fun starts when you try to cancel the service you never actually received. To cut a long story short Virgin go out of their way to make it as difficult as possible to do this, including insisting that you speak in person to someone but giving out the wrong number, then bouncing you around between departments and making you give your details over and over again.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-09-05
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-28
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2022-01-04
- Comments
-
Terrible online chat service. Waited for half an hour for an agent. But it wasn’t really a chat, you have to answer some automated questions. I answered and it said it’s more than 15 mins ( I only took less than 1 min) and they have to close my chat. This is really insane ! Terrible service and really bad at everything
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-11-26
- Comments
-
Horrific experience, STAY AWAY!!!
I got a promotion offer sent to my address from Virgin media.
I selected my package and rang and booked an appointment for Saturday the the 22nd Nov, I waited in and tracked the delivery from 9am, at 2.30pm, just as my patient was about give out, there was a status change online to say sorry we missed you at your address, pls reschedule. Clearly I had in fact been at my address and mobile phone to hand, no call, no door bell. Yodel the delivery company is not contactable after 1pm on Saturday and their online chat did nothing.
I called Virgin Media, and having been put through to and explained the situation to 4 different people, all of whom were of the opinion I had missed the delivery and should consider waiting in for another day or I should collect and install the package from the depo myself. Finally having complained to Yodel I realize Virgin gave them the incorrect address. So back to yet another network of calls with Virgin media, where I am told that the only way to correct the address is to cancel the account and start all over again. I am offered my first 2 month free, so think, ok one more shot! New appointment booked Friday the 27th Nov, my parents kindly agreeing to wait in for them. Nervous that there would be an issue and this time at the expense of my family, I called the day before to confirm the appointment, only to discover that the appointment had been made for the Saturday the 5th, and yet AGAIN on the wrong address. I ended up with one individual from Virgin Media on the land line telling me one thing, then a second Virgin Media person called me on a mobile and told me the opposite, at the point in which the Virgin Media staff member on the land line asks ME, to ask his colleague on the mobile line, to logout of my account, so that he can cancel it for the third time, I have finally lost all patients. YES PLS, CANCEL, CANCEL, CANCEL!!
To note, they managed to send the promotion to the correct address!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-08-30
- Comments
-
If I could give this service 0 stars I would - absolutely TERRIBLE internet. Both myself and my partner work from home currently and have to constantly walk to and from Starbucks because the internet keeps going down. We have raised a complaint to them so many times I can't count yet they keep giving excuses i.e. "we are waiting for a review date"... this so called "review date" has been promised for over a year now but has never come. They clearly do not care about their customers and don't care that we have to pay for such a useless so-called service. Don't waste your time going with Virgin if you want good internet - you'll regret it!
- Location
-
- Location
- Dunstable
- Reviewing
- Virgin Media
- Date
- 2016-06-15
- Comments
-
9.5Mbps download speed on 152Mbps connection! This is 'Superfast' Virgin Media broadband. Absolute rubbish. Ringing their customer service in India is a complete waste of time, nothing gets done. Our Tivo TV service stutters and is buffering all the time, you inform them and all they come out with is "Reboot" your set top box, or "Reboot" your Superhub, this is all they know! I've been getting these pathetic download speeds now for a month and when I'm able to I'll be cancelling all my services with them and look somewhere else.
If you want totally unreliable broadband, dreadful download speeds, (don't believe the marketing hype of 'Superfast') and terrible customer service then go with Virgin Media otherwise do yourself a favour and look elsewhere.
As a customer of theirs for over 10 years now Virgin Media is a sinking ship.
- 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.