4,684 Customer Reviews over 118 pages
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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Not even worth 1* the worst company you can ever deal with. The so called customer relations team who are tgere to resolve your complaint dont even know what day it is. A woman called Karen or Carol has the worst attitude ever. Advise to all.. DO NOT SIGN UP FOR VIRGIN MEDIA.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
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I feel myself very unlucky and unfortunate that I chose virgin media...without my agreement they increased the price plan from 26 to 65 which is really unfair.... I contacted the customer service to discuss the matter after 45 minutes long wait, I spoke with a very unhelpful person with rude attitude... and after 5 minutes discussion he put me on hold for more than 50 minutes and the phone disconnected....I tried many times and same thing happened...since then I am trying to cancel my account with virgin media but not getting any success....virgin media has a very bad customer service and giving a star is too much for them....compare with other providers the service and price is very high with virgin media...
Really I don’t know how to get rid of virgin media...I think there is no other option but to complain with consumer angencies...virgin media is robbing people...I recommend to everyone please choose other providers instead of virgin media ...this company made lot of money therefore they don’t care for customer
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
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Installation hickups, their system has huge flaws.
I have taken time off work to stay home for an installation for which I have e-mail confirmation at hand and customer services said they could not do anything else but apologize and reschedule me for a later time in two days.
I have been a customer, and I will stay, because unfortunately there is no better option in my area.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-11-14
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-16
- Comments
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After one and half months they fixed telephone line still most of the time broadband not working.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-06-03
- Comments
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Deceptive (and costly) charging and awful customer service
The internet is okay, but the service is appaling. I signed up and attempted to claim the refer a friend discount (£50). This was never honoured. I tried to resolve this repeatedly, and at each stage was told a new story: first that it would be taken off my next bill (it never was), then the money would be credited to my account (it never was), and then that I need to contact the third party to arrange the credit myself (contacted them to be told me they could not help). When I called up to cancel after several months of this, I was advised that they would honour the refer a friend credit (now long promised) so long as I stayed on as a customer. At this point I cancelled my service as trust and good faith were spent - they then advised they will charge me an additional month (?) and then send a cheque to repay me the extra month I would be charged.... there appeared to be no reasonable explanation as to why. I do not trust I will ever recieve this cheque. The customer service is actively deceptive and incompetent, explain at each step why the previous representative was wrong with no apology or acknowedgement, present you with a couple of new rules and regulations, make promising assurances, and then there is absolutely no follow through. It's a shame as the internet was reliable and speed okay. Just the deceptive charging and incompetent customer service.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2024-03-14
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-08-05
- Comments
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The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-06
- Comments
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Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2022-01-16
- Comments
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Doesn't deserve even one star!!!!!!!
I have been with Virgin media for 17 years and have recently moved to my new house in December 2021. The move obviously is always stressful but what has made this worst for me is my decision to move my services with me. It’s been 6 weeks now and having spent countless hours over phone and having had several visits to property by technicians/surveyors and having spoken to countless people/agents and having paid more money and several cancelled/rescheduled appointments, I am still without Internet and media services till date with no solution in sight!!!!!
Not only are there long waits to speak to an agent and frequent call drops but they are also not trained and lack knowledge and there is absolutely no coordination between various teams. Some agents have been insulting and rude. Their lack of knowledge has resulted in me getting false and misleading information and has caused me extreme anxiety and inconvenience.
Each agent I have spoken to has given me different information which contradicted the information from previous agent and each one of them say that the previous agent has given wrong information. Majority of the times I was just being transferred from one team to other and would go through security checks 10 times and keep repeating myself every time when transferred to a new agent in a call. This is extremely frustrating and i firmly believe that no customer should go through such an experience!
I thought I may have been an exception but reading other reviews posted clearly highlights that the company does not care about customers anymore and wouldn't pay any attention to issues/complaints.
I strongly suggest not to consider Virgin media if you do not want to go through torture and harassment.
Sharing few of my life experiences (or rather absolute harassment)!!!!
There have been several days when I have made 10 calls or more, waited and spent more than 8/9 hours in a day, spoken to more than 15 agents in a day!
Logged an official complaint for hassling customers, miscoordination (Internal installation & external installation team/ Movers & Preinstallation team), mis informing customers and appalling customer services 2 weeks ago but have not heard anything back from anyone, not even an acknowledgement!
Installation was initially scheduled for 17th Dec but couldn't be carried out as the cable has been pulled up by Construction Unit to a wrong place.
Since then, trying to rectify the simple issue as above has been more difficult than reaching Mars!
One of the calls to report this issue- the Agent promptly cancelled the order and hung the phone without any proper discussions
The installation was moved to 12th Jan (earliest) which meant no services in our new home for 3 weeks specially during holidays!
One of the agents said that mobile dongle would be provided free to ensure we have internet during Xmas and asked me to speak to Mobile team which was an absolute nightmare as all agents subsequently refuted each other and told me to buy it!
Another agent when followed up in December (20-24th Dec) said that the external team has gone again and fixed the issue that morning, but this was untrue as the issue was still unresolved. Not sure why these agents are forced to lie perhaps to placate or get rid of the call soon!?
To summarise, there is an issue with how External installation team has left the cable and all the calls I have made and countless hours I have spent since then is to get this corrected because the internal installation team would not be able to do anything until this is fixed and I will keep experiencing this pain until then and would not have any services too!!!
ABSOLUTE NIGHTMARE!!!!
Hope someone, somewhere in the system takes a note of how far the customer services have deteriorated and how much pain it is causing the customers but, in the interim, would strongly suggest everyone to consider Virgin Media only if you are not left with any other option!!!!!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-08-22
- Comments
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Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-01-20
- Comments
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Whenever i've worried about my broadband virgin media are always there to help out!! Outstanding customer service and amazing broadband
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-01-12
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2020-09-26
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-12
- Comments
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When Virgin works it is quick. When it doesn't work - which is often the customer services are dire. If you report a fault and engineers are in your area doing any work of any kind you will hear a recorded message saying when your fault will be fixed. you may well get text messages saying your fault is fixed but that information probably doesn't relate to the actual problem you are experiencing. If you are unlucky enough to be living in an area where work is ongoing then you can be left with no services for days or even weeks.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-10-27
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-08-23
- Comments
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The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2022-01-28
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-02-09
- Comments
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Didn’t show when they said they would install cost mrs days work no txt or call to say they weren’t bothering to come when I told them they couldn’t care less about it (very rude) don’t know if we will stay with them
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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Brilliant and fast when it works…unfortunately an unacceptable proportion of the time it doesn't work or is very slow. Sometimes it will only connect to about 3 devices and won't let any more connect - not useful for a family of 5 people. Would not recommend at all.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-07-03
- Comments
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Virgin Media is the only provider I am SCARED to call because I know they will be incompetent and upsetting most of the time.
Any conversation with them ends up being a fruitless call with an unprofessional representative. It has been a 3 year journey with Virgin. Firstly, they left me without a service for 3 months because they could not arrange a team of 2 people to come and reinstall the service at my new address that included TV, internet and phone! Throughout my 4 scheduled installations there was only 1 person coming instead of 2. I had to take 2 holidays at work to meet them and ended up with no service every time. I spent hours on the phone with them calling 0800 number from the mobile phone being transferred from one department to another for 3 months before it was sorted out.
I got so upset at some point I realised I have never been more upset with any service provider. After the incident was sorted out I had to chase them for 1 YEAR to compensate me for the reimbursement of 1 MONTH of service, not 3.
In the meantime I don't know how but I actually recommended their broadband to my friend which was offering 50 GBP reimbursement for the services for her and me. I has been 4 months they should have paid this money to us. I called them 5 months ago to ask what was happening and they confirmed that the reimbursement was due in 1 month. 4 months since then, I just asked my partner to call them and that was the first time I witnessed him, being always composed and polite, to use an F word on the phone. They have no comments with regards to the reimbursement to any of us...
Should I start the fight again and spend more on a rehabilitation SPA treatment afterwards or leave it and let them get away with this?
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-11-08
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-06-15
- Comments
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Broadband is constantly being slowed down and Wifi is awful. The customer service is also appauling.
Would not recommend to anyone who is sane.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-09-09
- Comments
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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
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-09-18
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-23
- Comments
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Joined Virgin media when we moved into our property as our mother in law uses them. The first year was great overall, then we joined for another year and were very disappointed. The Internet is so slow and cuts out. After numerous calls about this they say it's fixes but the problem still arises. After being a valued customer for 2 years we have never had anything to say thanks. After this year end we won't be joining them for another year.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-20
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-03-22
- Comments
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I am so upset with how I have been treated by Virgin Media Customer Service. I called Virgin Media in November to cancel my contract as I thought the price was too high and the speed was not satisfactory. I was connected to the cancellations departament, the guy was quite friendly and told me that it was a sales tactic that they use, they put the prices up after 12 months of you being their customer and you have to call them every year in order to negotiate in order for them to lower your price. So basically we are all getting ripped off. He also recommended that I get a new broadband with my current one being over 2 years old and the difference of the speed of my internet will be like “night and day”. He said that I would have to pick my Broadband up from store but he forgot to mention that i had a limited time to do so. I weren’t made aware of this so when I got to the store it was too late and my broadband was no longer available. I called Virgin Media today to explain what happened and I was on the phone waiting to be connected for nearly an hour! I was connected to a very rude man who was very patronising. He kept talking to me as if I were a child or I couldn’t understand him even though he could clearly tell my I was a fluent English speaker. He also kept talking over me when I pointed it out he turned it around and said I was talking over him! He then told me that he would not be able to honour what was proposed by the other advisor. I asked him to put me through to someone else or a manager as I couldn’t communicate with him and he said “They will just tell you the same”, he point blank refused! In the end I just told him to cancel my contract all together and he didn’t even try to hold me back. By going for a bigger company I thought I would get a better service than this, I am very disappointed and defiantly wouldn’t recommend!!! I work in customer service myself and I would never talk to any of my customers that way even on a bad day! I just wish I got his name, so RUDE!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-10-25
- Comments
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Liars and cheats. Disconnected me and continued to take my money. Avoid this scam company.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-10-18
- Comments
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Absolutely shocking customer service. The sales team are fine until you get through to the relevant department that you need. They are obnoxious, rude, patronizing, argumentative (what happened to the customer is always right!!) and completely incapable of getting basic things right like your name. They take your money for what should be a free trial, cut off the channels which your meant to be viewing for free. Then refuse to refund the money which isn't theirs back into your account. I thought other companies were bad which I've used in the past, but my god they top the list!!!.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-02-04
- Comments
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If there were zero stars I would award this. Absolutely useless for broadband from day one. We have had an engineer round and constant phone calls. DO NOT GET BROADBAND WITH VIRGIN MEDIA.
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-06-29
- Comments
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Unreliable. Frequent outages. Unhelpful customer service. Avoid.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2022-03-22
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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Since last year customer service very very poor layers,ignorants no help at all.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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When it works the broadband is very fast. However, it frequently goes down and when it does you get zero customer support.
If you ever have to call them you're left waiting for ages before dealing with staff who barely understand English, and who constantly either provide inaccurate information or get things wrong.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2019-02-17
- Comments
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Absolutely rubbish, it goes off every week, customer service is a joke.
Take my advice save yourself stress of calling them every week and getting fobbed off by them DO NOT GO WITH THEM.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-06-17
- Comments
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Don't waste your time or money
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2017-09-10
- Comments
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Ive been with vigin media around a year and am in a 18 months contract. Our internet had been going off for some time over about six months but gradually got worse and became very unreliable especially when streaming. My partner had to keep unscrewing a lead from the back to reboot but it was a temporary fix. He had contacted virgin media through forums and over the phone and hadnt got anywhere. We then had an engineer come out and give us a brand new rooter and said the engineer who had previously installed had stapled through our wire and he couldnt understand how we had any internet atall. We rang virgin media who only refunded us £7 due to not having our complaint phone calls on their system. I asked to speak to a manager and they said the manager would ring me back in around 20 minutes after already being on hold for 45 minutes explaining the story to 2 different people... this was a fortnight ago and still no call. I will not be renewing my contract!
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2021-02-25
- Comments
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horrible service, my own mother was scammed by Virgin Media multiple times and had just heard from her today that virgin media were supposed to take 81 euro from her account as stated in the contract and took 189 EURO instead. i have no idea how you are so incapable at your a job that you can confuse 81 euro with 189 not to mention a few days ago they restricted her internet service because she didnt pay for a TV package {we do not have a TV Package} and took her a whole hour to get a slightly competent employee to start getting it back up. please do NOT go with this service it is a horrible decision and something you will regret
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2020-06-15
- Comments
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WiFi and tv is good. Customer service needs a bit of work I called the customer service line as I couldn’t create an my virgin Media account I told a guy on the phone about it and I was told to wait 24-48 hours and try again. I waited tried again still didn’t work. Got two missed calls from virgin as I was at work so I called back when I got home and a lady told me they “changed my password” even though I didn’t have an account then I was told it will take 5 days to get my account fixed. I tried to access some software on my pc and it was blocked internet connection by the parental controls I’m guessing as it trying to access a remote server.
- 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.