Virgin Media Broadband Reviews

Appalling customer service this company has. No manners, no idea of what customer service is, they basically don't care!

Our virgin media services were disconnected in March 2019 and we were expecting a cheque of £42.96. I have been following it up with Virgin Media and was told to wait for 60 days from 24.04.19 as cheque takes 60 days to process.

I called Virgin Media again on 05.07.19 and was told that the cheque was sent to a different address (that we lived at 4 years ago). I was then told to go to that address and get the cheque as this is the address that I had given for any correspondence. I tried to explain that services were not provided at that address but our current address and we no longer live at that address, so cheque should be sent to our current address.

Absolutely no apologies from the customer service representative who said that it is not a mistake but miscommunication and asked me to ring next week to sort it out with another team.

Asked to be put through to a Manager- spoke to Mushtak who repeated the same thing and blamed me for providing wrong correspondence address (which I never had, why would I?). I asked Mushtak how I can complain- he said that he is the Manager and will deal with complaints. Asked him how I can contact his senior Manager- was told that he cant provide details- he is the one who will deal with this. I said to him that I don't want him to deal with this but he still would not give me any information re: escalation process.

Don't understand what is the point of asking all the security information including address on the phone when the cheque is still sent to a previous address.

Absolutely appalled by the the customer service and their attitude towards their customers. Appalled by the complaints procedure as well and the attitude of the Manager towards it.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Worst company on planet poor service terrible pricing and the customer service is like fighting Tyson with a blindfold on, use anybody but this conpany

Switched to Virgin Fibre Broadband (M100) as it was recently available in our street and our current provider didn't give good enough speeds to allow Amazon Prime to stream (Netflix was fine).

Tests show that we're getting 110Mpbs but the performance is about the same as our previous supplier (maybe a bit worse) and tests on those showed a fraction of the 100Mpbs we're supposedly getting from Virgin Fibre Broadband.

In the 10 or so years we had our previous suppliers (Sky and Vodafone) we hardly had any issues with loss of broadband.

In the 3 months of Virgin Fibre Broadband we had no wifi on four separate occasions.

We'll be switching back to BT/Vodafone/Sky/whoever as soon as we can.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  2 stars
• Reliability
  1 star

Been Virgin since it first came out as Telewest. I am now escaping as the Bill's have gone up and up.Now I have my leaving date l get no customer service only one in India. Had a useless young woman yesterday. I'm disabled with limited movement. Yet they expect me to get down and remove all their equipment put it in a box and take to a drop off point. I dont drive.Got a young man from India this morning and sorted it.Now they are trying to lumber me with a great final bill when they cut off before my bill is even due. Priceless ir what.They said I could go back any time I wanted.Even tried to lower my bill.Only did it to stop me going. They have really not tried before only when l am leaving them. They dont all sing from the same hymn sheet. Time they got their staff together and trained them all the same. I agree with many people. They say they can do something for you but it never happens. I a disillusioned ex Virgin customer

• Satisfaction
  2 stars
• Customer Service
  3 stars
• Speed
  3 stars
• Reliability
  3 stars

Honestly the worst broadband company I’ve ever dealt with. Was told the engineer would come between 9-4 to install so we were awake from about 8, and he came half an hour late in a 7 hour window. Then, when the new WiFi was installed we told him we couldn’t get any connections in the bedrooms. He told us this wasn’t his issue because he wasn’t actually from Virgin (yet was in a Virgin van and wearing a uniform??) and then left. Called customer services and had one person tell us we could get free boosters to help get connection upstairs, then another telling us we’d have to pay for the boosters! What’s the point installing the ‘fastest broadband’ if you can only get it in your hall and kitchen?! Their customer service is the worst and the broadband is totally unreliable, honestly just save yourself the stress and use any company but these cowboys!

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Unreliable. Frequent outages. Unhelpful customer service. Avoid.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Worst nightmare ever interned braking down 40% of all contract length customer service just give you false promises and hopes always mistakes and overcharged.
Feeling like not a appreciated customer but beggar

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  2 stars
• Reliability
  1 star

Really bad guys. Since a dispute with this company I have been using a 4G router with PAYG sim with 3 (Three) UK and the service and quality has been better.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  3 stars
• Reliability
  3 stars

Avoid at all costs. Absolutely diabolical WiFi. The WiFi has been down every single down in the month of June, and intermittent in the month of May. When you try to get through to customer services there’s a pre recorded message, saying they are dealing with the problem. When asked about refund, offered £2.67 for a month of no internet.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Awful service, consistent connection issues, non existent customer service, inexperienced tech support, avoid like the plague.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star