4,684 Customer Reviews over 118 pages
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- Location
- northampton
- Reviewing
- Virgin Media
- Date
- 2015-05-28
- Comments
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like many other people, when you ring up a major company you expect to be waiting on hold for a million hours only to become irate at the customer service attendant on the other end of the line. but to my surprise this experience was a good one. i was ringing virgin media on behalf of my dad as he was paying ridiculous amounts of money for the most bog standard package and had been doing so since 2007!! i was jubious when customer service said they would see what they could do and ring me back, i expected to be waiting for hours but within 5 minutes i received the call. i was greeted by the friendliest lady (cant remember her name....sam or maybe sarah) and my package was upgraded with the cost lowered and the whole thing was done in about 20 minutes. i couldn't of faulted them. great team and a great service.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-06-04
- Comments
-
Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2017-09-24
- Comments
-
I have been with this provider for over 20 years. My negative comment is that almost every year, they increase my cost by almost £2. It seems that there is no recognition for customer loyalty.
- Location
-
- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2023-12-11
- Comments
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Disconnection through customer service is cumbersome. Existing customers are chased away by high renewal rates.
- Location
-
- Location
- Exeter, UK
- Reviewing
- Virgin Media
- Date
- 2022-02-09
- Comments
-
WORST INTERNET PROVIDER!!!
They raised their prices 3 times during our contract and would not provide me a way to exit out the contract. Very hard to get rid of them. Very very bad customer Service. Never ever going back, even if they provide their services for FREE!
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2018-03-01
- Comments
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was fine until i report that want to cancel due the price for next year, now i got 1mbs and i`m stock with that broadband for nearly month, it`s not funny, rubish
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-03-24
- Comments
-
Disgraceful service! Broadband off for 9 weeks now due to a fault in the area. Multiple calls to customer service and technical team and no resolution and empty promises (we heard "will be fixed by tomorrow!" a dozen times). Payment only partially reimbursed. When called to cancel was told that early cancellation fees of £100 will be applied (contract expires in two months). Here is the cherry on the cake - I asked whether it's fair for us to pay for a service that we do not get and poor customer service, the answer was: "Time will tell."
I understand tech issues and would have considered staying with Virgin if not for this deplorable way of treating customers. Disgraceful service!
- Location
-
- Location
- Esher
- Reviewing
- Virgin Media
- Date
- 2017-04-27
- Comments
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Reliable service from Virgin but speed has deteriorated. The price keeps increasing and discounts have a finite timespan. Need to keep calling back to bargain each 6 - 12 months, which is a real pain and shouldn't be necessary. A shame because the service is far more reliable than BT.
- Location
-
- Location
- Crayford
- Reviewing
- Virgin Media
- Date
- 2017-03-31
- Comments
-
Overall, Virgin is a good service. I've had the service for almost 3 years now - in that time, I would say that I've experienced maybe 3 outages, each lasting just a few hours.
Customer service is not great though - when called about an outage, rather than checking their network (all 3 of the outages I experienced were network problems) they will make you spend about half an hour messing around with your router, then insist that its a router problem and you need an engineer to visit, only to subsequently cancel the engineer's visit about an hour later, sending a message that says "We have identified that the issue is a network problem". It also takes typically about 20 minutes of hanging around on the phone in order to get a response. Technically, and operationally, Virgin's service is good - customer service though, not impressed.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-02
- Comments
-
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
- Location
-
- Location
- Salford
- Reviewing
- Virgin Media
- Date
- 2019-12-04
- Comments
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Mid contract price increase from £27 to £31! 15 % price increase was after 5 months I signed the contract. Very disappointed.
Over charged by £20 - the mistake admitted by the virgin team, still waiting for the refund after few months.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
-
Customer service if you have a problem or every 6 months when they put your bill up is dreadful. You will be spending hours of your life on hold. Worst customer service of any of the providers I've been with.
- Location
-
- Location
- STOKE-ON-TRENT
- Reviewing
- Virgin Media
- Date
- 2017-01-10
- Comments
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Virgin media took £5.00 early January 2017 yet I pay my DD 19th each month. Contacted Virgin Media to ask why.. their answer is that they have not taken the money out!! Yet my bank statement in black and white states Virgin has taken the money, complete with the same ref number as my authorised DD monthly payment. The outcome? No outcome tonight, suddenly Virgin media site froze and could not continue with online chat, I cannot phone as my Virgin media phone line does not work, So I'll have to visit (around my busy full time nurse job) my local Virgin store to cancel my subscription (been with them since 2009 and paid every month without fail) as I can no longer trust that they won't just randomly take money here and there whenever they wish from my bank account, it simply isn't on, I cannot afford random unauthorised payments that Virgin then claim they have not taken!!!!!! Time to review my broadband provider, change supplier and stop Virgin from being able to take my money whenever thy wish
- Location
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- Location
- Rothwell
- Reviewing
- Virgin Media
- Date
- 2019-04-10
- Comments
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Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
- Location
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- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
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absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-05-05
- Comments
-
Recently I upgraded from Sky to VM, not being happy with Sky's poor broadband speeds even though they claim up 20Mbps.
I ended up getting the VM Premiere Collection and so far I haven't looked back. I got this mainly because of the 100Mbps broaband and I thought we might as well switch over our TV package as well just for convenience.
Doing a wired speed test I get on average a whopping 85Mbps! And remember, even though you pay for a 100Mbps, data is lost from the box on the road down the coax cable to your home, so you will never get the full speeds you want, regardless of who you are with - what matters is the percentage of data you get of what you pay for.
But there is a but. We have a loft conversion and our router is located on the 1st floor of the house, meaning WiFi signal is poor in the loft; it's very good on the ground floor, however. Because of this poor signal I get poor download speeds, meaning I'm not getting the most out of my internet package up here. Unfortunately, this isn't something an ISP can solve for you because this is a problem with regards to your environment. Also, WiFi speeds are no where near as reliable as an ethernet connection! This is fact. But we never want to be wired up and restricted with our freedom of movement. So, the only way you can get around this is by being ingenious, spending a little money and being a bit of a geek, I'm afraid.
If you can fulfill that criteria then you can do what I've done, which is buy another router (a good one that is dualband), flash it with a custom firmware (I used DD-WRT), and use it as a wireless repeater. There are tutorials on the internet that will assist you if you're not sure what to do or where to start (however, you MUST be computer literate and be comfortable with what you're doing!). Furthermore, I bought a dualband wireless adapter to take advantage of the 5Ghz band and WiFi speeds. Since doing this, I went from 25Mbps download speeds to 70Mbps download speeds - in the LOFT!
With Sky I got a measily 5Mbps and I did everything I could to make it better to no avail. With Virgin I get 70% of the speeds I pay for through WiFi and the package I pay for is £5 cheaper than what I was paying for Sky.
I have given 3 stars for Customer service because I haven't been with them long enough to give a decisive rating on that one.
Broadband reliability is good, not amazing, haven't had any real issues though.
I hope I have answered any questions you may have had. A lot of people don't understand networking and just jump on the bandwagon of their ISP is bad and not understanding why they're having problems - remember Wired > Wireless.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2017-11-30
- Comments
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They are con artists. I don't want your slow, infuriating TV box. I don't want the landline that, even it I wanted to (I don't), I can't use because their engineer broke the wires when installing next doors broadband. And I don't want to be offered deliberately misleading 'deals' only to find you downgraded my speed without bothering to tell me. Virgin Media are the pits.
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
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Plain and simple.. Awful customer services.. Didn't port my number over in time. was Told its down to me to port it..was Reused to speak with manager numerous times. 6th time of ringing got One with limited English.. Told me loosing my number was my fault for switching provider.. NICE. been fobbed off and lied to so my 30 cancellation expired promising to sort this 2 months on.. They still haven't got a clue. Now taking it further. boardband is good but if you get a problem.. May the force be with you!!
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-03-26
- Comments
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Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-30
- Comments
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You're betraying customer trust when you're not providing the service that he paid for or you change the agreed price while under contract.
It's unacceptable to issue bills by you're own free will "just because" ...
No respect towards customers and totally trust lacking!!!
Only 1 star this year, because I can't give you half!
- Location
-
- 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
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-08-05
- Comments
-
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
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-03-20
- Comments
-
Avoid avoid avoid!!!!
- Location
-
- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2020-06-24
- Comments
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Have been with Virgin for over 10 years, and in general have been very happy with them. Their broadband speeds and reliability are very good. I recently moved to a different property and engineers came out within a day to hook me up, and the engineers are always very polite and competent. Experience on the phone ranges from excellent to awful.
However, the speeds I am now getting are less than half of the advertised speed at the router - I'm not sure if this is the new property of due to increased stain on the network during lockdown. Virgin's prices are very high and they make it very difficult to reduce your bill by removing services. You are also denied the good deals offered to new customers, meaning you are penalised for loyalty.
Because of this they are forcing me to try a different provider, even if this means lower speeds or less reliability.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-27
- Comments
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After being with Virgin for over 15years and in the last 5 years {after upgrading equipment}I have had nothing but problem after problem with this company so much so that i actually feel my blood pressure rising every time i need to call them and then blood pressure through the roof every time I speak to them! However today I had to call virgin regarding being over charged by nearly £300 and after finding out it was a mistake with human error, I excepted it as the gentleman on the phone was sympathetic, kind and very apologetic and for the first time ever with virgin put the phone down feeling confident my issue has been sorted. Virgin you should feel ashamed that your overall customer service ratings are so very poor!Perhaps Brad from your Teeside Branch would be better suited to your company training your staff how to deal with your clients in a highly professional manner as that is what he was in every way and such a asset to your company!
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2017-05-18
- Comments
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We have been having trouble with the Internet connection all day long. It is still not fixed. The engineers are seemingly on the way.Very disappointed with the service.
- Location
-
- Location
- Derby united kingdom
- Reviewing
- Virgin Media
- Date
- 2009-08-01
- Comments
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after speaking to my broadband supplier the speed miraculously increased to 17meg on a 20meg paid for service - However it is useful to point out that this is "Throttled down" during peak periods- approx 6pm to 11pm evry weekday night
- Location
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- Location
- Stoke on trent
- Reviewing
- Virgin Media
- Date
- 2017-09-09
- Comments
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Generally there are no problems with the broadband but once something goes wrong it takes days to get fixed....at 11:30 at night the internet just got disconnected and after contacting the customer service all they said is that it will be fixed next day by 4 pm. They never said what the problem was. At 8pm i tried to contact them and the automated service told me it will be fixed next day at 12 :30 but somehow i highly doubt that. Terrible customer service they cant be bothered to send an email telling us why or what they are doing to fix the issue, i have to keep chaing them. Even though the distruptions dont happen often once they do it take days to fix it, i had similar problem with the same provider before as well so i can say from personal experience that its not that uncommon
- Location
-
- Location
- South Glos
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
-
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
- Location
-
- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2019-03-04
- Comments
-
Ive been with virgin for 4 years now and the only real issue i have is the broadband goes down for maintainance sometimes for long periods and they still charge you for it, but i have the 100mb package and i get well over that around 123mb-150mb without fail and i have moved house 3 times, Their Tv and phone service is not the best still pretty slow even with the new tivo box, skys tv is much better, they came and laid brand new cables to my house without asking, and the customer service do try and help as much as they can, they will always book you an engineer if they cant solve the problem, if youve been with talk talk or any other cheap provider then you know then struggle, virgin is by far the best for broadband in my opinion
- Location
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- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2009-08-03
- Comments
-
My ISP is reliable and although I don't get 20mb (I get 18.1mb) but the speed is more than acceptable for the work I do on my PC.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2020-03-05
- Comments
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Record every call!
Such a shame when the excellent broadband fails and you have to speak to a customer service representative, after a 35 minute wait the 1st rep just hung up on me during booking me a technician appointment. 2nd one immediately upon requesting his name and reference number he just gave me a name and said everyone in India faults knows him!
Third time I recorded the whole conversation and got a plausible answer and a complaint ref no:for a refund of loss of service
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2014-07-10
- Comments
-
Ive been with virgin media for around 10 years now and yes had the odd problem with internet connection but nothing too major. Only have broadband with them though. Maybe just been lucky with all these bad reviews.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2019-01-18
- Comments
-
Really enjoyed being with Virgin, they managed to set me up in my new flat before I had even moved in which was awesome. Just bought a new apartment so moving out and because they don't service the area (still in the city center...) they are charging me to cancel my contract. While this is total BS because they can't deliver on the service/contract and I can't take them with me, what really was a bad joke was the upsell! After telling me I had to pay to cancel the customer service rep tried pitching me a dongle contract, mobile contract and suggested I tell my friends about virgin so we both get 50 quid! haha unbelievable. Aside from that bad joke of disconnecting early, the service was brilliant, super fast internet at a reasonable price.
- Location
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- Location
- Seaforth
- Reviewing
- Virgin Media
- Date
- 2020-07-15
- Comments
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Had to switch to Virgin Media very recently from Sky as I moved to a new area I found that Sky and even other Broadban Providers could not offer more than 11mb However by going to Virgin Media on their Broadband only package I was able to opt out of home landline as I never use it and went for 100mb Broadband. I must say for the money you get a very good fibre optic speed.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2011-02-11
- Comments
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I have been with Virgin Media for some years. I have found the internet reliable enough, however the engineers can be a little hit and miss when you have a problem. Recently I had a complete phone outage the dug up the whole line to my house only to discover it was a faulty connection in the cabinet. Internet connection is as advertised, Virgin Phone is expensive if you have the M package (at least a 10p connection charge) but I use Vonage so no problems there. TV is also ok but the box is buggy around midnight (I assume they are doing upgrades.) While this may sound like a poor Review my grandmother has Talk Talk, my parents Sky and my Aunt BT and it seems no matter what company they are all as bad as each other. So for me it is better to stick to the devil you know.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2010-05-22
- Comments
-
overall pretty pleased with the service although sometimes customer service is a little poor and cant understand what they mean and i'm finding that in the evenings my broadband speed drops to as low as 1 Meg
- Location
-
- Location
- S Derbys
- Reviewing
- Virgin Media
- Date
- 2020-08-31
- Comments
-
It's a commodity. It should work well 7 fast 100% of the time to be adequate.
Good customer service, clear billing, easy website, etc are potential differentiators and this is their failure.
Customer service is v v bad.
After a power surge that killed the router, it took me 1hr 20mins of hanging on the line waiting to be answered before I could get through to someone who could send me a new one. Will switch as soon as my contract expires.
- Location
-
- Location
- AYLESBURY
- Reviewing
- Virgin Media
- Date
- 2018-02-21
- Comments
-
Reliability seems to be improving. Current levels are very adequate. We have 200 Fibre service. Get from 10 to 45
- Location
-
- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2010-01-14
- Comments
-
Quite happy with almost 9meg download speed as we are in a rural location. But upload speed is poor by comparison. Luckily we don't do much uploading.
- 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.