4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-24
- Comments
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I am without wifi suddenly for 2 days now and there has been no resolution and no where I can complaint
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-23
- Comments
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Awful service awful communication my service has not worked for nearly six weeks and just got a whole lot worse. I have wasted nearly 8 hours trying Tingey this sorted and sent around in circles I have lost a few days work and 2 online lessons for my daughter that were important and I had to pay for. Internet is still not working and no one cares. Don’t use this company
- Location
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2023-03-22
- Comments
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A lot of people seem to slate Virgin Media but I reckon they get a lot of things right.
Broadband service is excellent, it's fast and reliable which is great for working from home. I think in 12 months it has be offline twice for about an hour when they were doing upgrades to the network.
WiFi from the router has a limited range in larger houses but nearly all standard broadband routers have this problem. I installed a mesh system and it works great on the back of their service.
Customer service has improved a lot over the years too (it was awful!). You can access most things you need online and if you need to call them they are pretty good these days.
Not perfect but the horror stories I hear from people who are on fibre via openreach to sky, vodaphone etc. means I'll probably be sticking with them.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-21
- Comments
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Two years good service with Virgin Media - but absolutely awful trying to close my account, really protracted and complicated.
- Location
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- Location
- Northern ireland
- Reviewing
- Virgin Media
- Date
- 2023-03-21
- Comments
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Daylight robbery!
From the start of my contract I haven’t got the service as advertised. I rang customer service ten times and I was promised a £99 credit as advertised on their site. They didn’t do this and I had to contact my ombudsman. Horrific customer service. They still kept taking money from my account. Would not go with them if you paid me.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-15
- Comments
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Horrendous customer service. Occasional interruptions (a few times a year) that my neighbours do not appear to have with other providers, and that also seem to be area-specific (I moved in the middle of my contract, and one place was bad, the other good).
- Location
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- Location
- Middlesbrough
- Reviewing
- Virgin Media
- Date
- 2023-03-10
- Comments
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Your wifi range is absolutely abysmal im literally a floor above the wifi router and i cant even send a message on social media because of the connection issues, im directly above the router its shocking the service is shocking you all want a boot up the stinker and showing whats what.
- Location
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- Location
- Sittingbourne, Kent
- Reviewing
- Virgin Media
- Date
- 2023-03-10
- Comments
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Although virgin broadband is indeed fast the reliability and customer service is truly shocking. For the past 8 months roughly 80 percent of those days I have had some sort of reliability issue l. For 7 of those months my internet would drop consistently for about half an hour to an hour around midnight which for me is my working hours. Upon calling we received the same supply chain like process of the support agent giving no explanation or help at all and if really challenged on their non answer an engineer would be sent out to do a routine check which of course never fixed any of the issues. The consistent connection outage in the same time frame seems like virgin were experimenting with something which is fine for a couple of weeks but 7 months with no explanation from support is appalling. Regarding the current month these nightly interruptions have ceased and instead switched to morning interruptions ranging anywhere from an hour of poor or no connectivity to in todays case a full day of no/poor connection. Upon calling again I received the routine response of we don’t understand we will send an engineer to check. I’ve had enough of routine procedures such as rebooting and resetting the router. An engineer has replaced my router 4 times in this time period and called it a day. I understand the odd issue but consistent outages interrupting the majority of the last 8 months with no explanation from support is truly frustrating. Despite the speed being appealing from the outside to reach those “promised speeds” a direct connection is required to your pc and it’s fairly useless when every day you experience no service at all. I would never recommend Virgin broadband to anyone looking to switch to it.
- Location
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2023-03-07
- Comments
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I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to (Mia, Michel, Zia, Gulusheer) to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
- Location
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2023-03-07
- Comments
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I recently booked an engineer to move a cable from one room to another room in the same house. Later the agent I spoke to changed my package and charged me extra. I was sent a bill of £150 to pay. I called virgin media several times and spoke to four people to explain I did not change the package and they all apologised and promised to correct the mistake. I for almost 2 months nothing was done and virgin media kept putting extra charges for late payment. I tried calling and they limited my access on the phone to speak to an agent. I raised a complaints on their website and the response I got is to pay the amount I owe. This company is a cheat and abuse customers. VIRGIN MEDIA MUST GO
- Location
-
- Location
- Caerphilly, South Wales
- Reviewing
- Virgin Media
- Date
- 2023-03-06
- Comments
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Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.
Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.
You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.
Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!
Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.
I am sure its illegal, they are repeatedly cutting off services that we are paying for.
Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.
The whole experience has been disgusting and to top it off, the connection has been awfull!
AVOID!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-04
- Comments
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Virgin has to be the worst company ever I was supposed to get installed today. The guy came to my house said you do not have a virgin in your area. If I knew this I wouldn’t have signed up online and then the guy asked me to do the to help him with the wiring to get connected. I wasn’t sure if it be turned on today. I told him I don’t work for virgin. It’s not my job I called customer service up terrible company I didn’t even get the service and it was terrible, but I didn’t get the service. I would never go with them so I stayed decided to stay with Sky for him I do not work for virgin And I do not want to get electric shock. Never ever ever ever ever get virgin. Terrible customer service terrible service in general all around. Even if they offered me 10 years for free all lifetime for free I still wouldn’t take it
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-04
- Comments
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When working, the broadband is the fastest available. However, it is seriously flaky, and if you work from home, consider any other supplier.
Every 18 months, they will triple the price you are paying. If you phone up and threaten to cancel, they will drop the price. If you actually quit, they will continue dropping the price - in my case down to half the price that I was paying originally.
Some people might like this, but I consider it pretty offensive as a sales tactic - it's cynically punishing their most loyal customers. The calls keep coming too - I had to tell them to stop calling me because it got very very annoying.
When you actually quit, this is where the fun begins! They say they will send someone to collect your equipment, to make it more convenient. However, that person can only come on a weekday, maybe one day in two months time. In the meantime, they will continue to harass you about returning this equipment.
When that doesn't work, they will eventually say, "hey, you can order a box and post it back yourself". You order a box, and one doesn't come. During this time, they continue to harass you.
Once you complain on twitter (and go through the cycles of people who don't know what they are talking about) you can eventually get a shipping label to attach yourself. However, in my case, they sent me an old label, which was not accepted by Yodel.
Incompetence all the way down, the worst customer service I have ever dealt with.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
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Avoid at all costs!!!
I canceled my contract. After that, you get bombarded with calls asking you to come back. I foolishly accepted such an offer because they offered me to change my mind within 30 day. This is what I did and within my original cancelation period as well. But unbeknowst to me, this had pushed back my cancelation period by a month, so know I had to pay £67 pounds even though I had already new internet from a different provider. Oh, and the second cancelation did not actually get through (despite it being on Whatsapp), so I received another bill and I had to wait for over 4 hours to finally chat with someone about this who then unhelpfully suggested be could do nothing about the delayed cancelation.
In other words, do not touch this company with a ten-foot pole. Their interest was not better, faster or more stable than any other provider I have ever used, so there is really no reason to not save yourself a lot of headache and stay away from Virgin Media.
- Location
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- Location
- Kempston Bedford
- Reviewing
- Virgin Media
- Date
- 2023-03-03
- Comments
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I wanted to thank the lovely engineer who installed my broadband yesterday 2nd March .
He was very professional, he installed my broadband professionally and provided me with all the information I needed, he also informed me of other virgin products I was not aware of. Please pass on my thanks as I did not receive a review email to give him all the stars . Keep up the good work
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
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Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.
I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable
Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else
ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
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Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
- Location
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- Location
- Burnley
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Location
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- Location
- Weybridge
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Comments
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Absolutely terrible customer service. I have been with Virgin media for several years, and on 13th February i changed to Virgin Business. Virgin Business said they would can my Virgin media subscription as part of their transfer process. On 20th February i was charged another month by for my old discontinued virgin contract, so i asked my Virgin Business contact to look into it. No reply for over a week, so i called up virgin, spoke to someone who said he would put me through to someone to resolve my problem, and was cut off. I called back, got sent to 3 different departments, had 2 people agreeing to sort the issue, and transfering me to different departments who knew nothing abouty it. Eventually asked to speak to the manager of one operative who seemed to have completely differant information to the previous operative i spoke to. She said her manager would call me back, but i have had no reasonse. None of the people i spoke to seemed particuarly keen to help, and none of them sounded like they wanted to be there. On the second call i wasted 27 minutes and i am still no closer to having my money returned.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Comments
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Scammy. Overpriced and make it a nightmare to cancel
- Location
-
- Location
- Shrestha
- Reviewing
- Virgin Media
- Date
- 2023-02-26
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-25
- Comments
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Been with Virgin Media for years, but shocking customer service and have now raised a complaint.
I have just been on a call with one of their staff for the last 23mins, the current time is 18:04. I was transferred from a retention team to a "specialised team" and requested to cancel my account. The call handler advised my account could be cancelled with a 30-day notice.
The call handler then saw I had raised a complaint online and proceeded to tell me she could not cancel my account as I was also moving home.
I advised the customer service rep that cancelling my account and moving an account (because I am moving home) were two separate issues as I have two accounts.
I was told I would be transferred and I requested that I not be transferred as I had already had an experience where someone hung up on me and requested to speak to a manager. I was told there are many calls right now as managers are busy, I told the customer service rep that yes, I am one of those callers. Then, I was left hanging, ie the person left the headset and walked away without notifying me they were doing that. I could hear everyone else in the room, was left like that for minutes.
The customer service person returned, told me they couldn't help me and then transferred me to the "specialised department" where I was met with the "our offices are now closed" message. I can only imagine that the staff member knew the department was called and transferred me to "get rid of the problem".
I have never had this type of customer service before and would not expect it from Virgin Media at all.
I have raised a complaint and might just move because that is shocking.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2023-02-24
- Comments
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Absolutely shocking service! Was told there increasing my price by £12! But said I have the option to cancel my contract. Rang up. Told them to cancel. They kept pretending they couldn't hear me. Then kept offering me other stuff. Then they kept putting me on hold. Eventually said they will transfer me to the cancelation department. Instead transferred me to another operator who then repeated the same stuff. Told him I'm cancelling. And after he tried to offer me deals and I kept repeating myself to cancel he said no problem and then just hung up on me Instead. So I've just cancelled my direct debit instead! Terrible service. Terrible company! Would never use them again!
- Location
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- Location
- Fleet
- Reviewing
- Virgin Media
- Date
- 2023-02-23
- Comments
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Avoid at all costs. The worst customer service I've ever experienced for any kind of service, ever. We've had to call many times and they are always beyond unhelpful horrible, rude people. We signed an 18 month contract and 6 months in they doubled the price and there was nothing we could do about it. Then they called me again once it ended to try to force me to sign a new contract threatening further price hikes. When I asked why I would sign another contract when it doesn't protect me from them charging whatever they want anyway they just tried to shout me down. Unbelievable. I can't believe any business could treat their customers this way. They may be the fastest but it makes no difference to the average household and it is not worth all the stressful calls and random massive price increases within the contract period without any warning. Everyone I've spoken to that has dealt with Virgin has had the same experience. Never again.
- Location
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- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2023-02-22
- Comments
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Avoid them at all cost, cost being the key word here.
I signed up to virgin 2020 when they were offering anyone new a half price for a certain package, this seemed great at the time so went for it.
Not once have I ever paid the discounted price. Every single month they took out the full price, and I messaged their WhatsApp which was easy and they would credit my account. This went on for months.
I eventually made a formal complaint, which then took so long for them to sort because they wouldn't issue a refund, that it went through to small claims. Where they credited my account what I was due. And rather than charge me the discounted price as you logically would. They charge me the full amount and then immediately credit me the difference so I'm still getting charged the full amount. All because they refuse to give refunds.
For such a big company you'd expect it to be miles better than it is. Just avoid this lot no matter what.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-21
- Comments
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Virgin Media, the company here when it is to take your money but can't get a complaint to be resolved!
They are liars! Do not go with them.
I have been with them for 4 years. Throughout those 4 years i encounterd several issues. Most of them have been dealt with efficiently. Except the lacking of speed and my wifi randomly drop off (still an existing issue). Last year (in June) i had enough of it and wanted to cancel my contract. Spoke to a gentleman who told me i had to paid a cancellation fee if i wanted to cancel now as it was too early(fair enough). I understood i had to cancel it in January. I asked then at the moment to remove tv and phone as we are not using those. He told me that he can add up speed so it shouldn't drop anymore. I kept on asking that would be included in my existing contract as i did not want to renew it or make a new one. I was assured that it was the same contract and i would still be able to cancel in January. Imagine my surprise when in January I was told that i have to pay an early cancellation fee! I called them explaining everything, asking them to listen to the phone recording. The only response i got was how to troubleshoot ny hub so my internet wouldn't drop (like it would even help?! -_-') nothing about the fact that i have been lied to and put into a new contract without my consent.
I called about 5 times now. The only thing i got out of them was for me to make another complaint so i can speak to a manager. Was told that i would get a call back the next day at 12pm which obviously did not happened. And when i called back, was told that i have been missed led (so useful). I can't get through to a manager and now have to wait 72hours to get a call back (for my second complaint that i had to do) from a manager... Which let's be honest.. there is 0.5% chance that's gonna happen. Customer Service = 0!
Definitely avoid virgin at all cost if you can! They are just ripping people off!!!i
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2023-02-21
- Comments
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Great broadband provider. Broadband speed is consistently good and process for cancelling account when moving house is fairly pain-free. Am a repeat customer and would always look to use Virgin if available in the area. Support staff are friendly and helpful when you need to get in contact.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-20
- Comments
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As with other reviews when it works it’s great but for the last 2 weeks I’ve not even able to finish so much as one movie in the evenings because the service is so terrible. We have also had 3 notifications in the past week alone that our service was completely down. And they have the cheek to think we’ll be spending more when they increase the price in April. Never in a million years. We will be switching to EE which might also be bad but at least a third of the price
- Location
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- Location
- Fife
- Reviewing
- Virgin Media
- Date
- 2023-02-20
- Comments
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The worst and most painful customer experience I’ve had. Months of failed promises and actions leaving me with early disconnection charges but it’s been so bad I’d rather be away from them.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-19
- Comments
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The worst company I have ever been a customer of. The speed of the internet, when it works, is the best but they are absolutely terrible in all other aspects. They rolled me onto a new 24 month contract without asking me - I had to threaten them with legal action to get out of it. Their customer service requires hours of phone calls and agents are not often good enough or empowered to fix problems. For example, I when my internet was out for two weeks I was promised a dongle to tie me over. Three different agents promised it was in the post - it never came. This company makes lots of promises but there are too many subcontractors involved and no one cares. Stay away from this steaming pile of mess.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2023-02-19
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-16
- Comments
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Francis from the moving department is absolutely amazing! He sorted all my problems and put me through to the right people. He then called back to confirm his everything was sorted and I was happy. He is amazing
- Location
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- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2023-02-16
- Comments
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Had enough of them.. joke of a company. There broadband infrastructure is the worst in Europe now..
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-16
- Comments
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Worse than Syphilis
Unfortunately there is not a minus score. We got the equipment - it never worked. We returned it as instructed. They still wanted us to keep paying them. Now about 2 years on a debt collector is trying to extract the cost of this useless pile of detritus. I have told them to go & boil their bottoms. Virgin should be declared an international terrorist organisation and everyone who owns it or works for it should be publicly executed & their families forced to watch. I would rather contract bubonic plague than so-called Virgin Broadband.
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2023-02-15
- Comments
-
Terrible unreliable internet, sometimes fast but drops out all the time and regular lengthy outages.
trying to cancel my account for weeks now and cant even get to speak to a person. Do not use Virgin broadband.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-15
- Comments
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Absolutely useless. Never ever agree contact on the phone. Unacceptable mis-selling (actual charge was much higher than what the sales person said), no proper process for complaints from customers (they don’t care about complaints as they know that customers are unable to cancel contracts for the contract term), never reply to my complaint, useless internet speed which is so much slower than it advertised, so dishonest and helpless. What they doing is a proper scam. We really should avoid the company.
- Location
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- Location
- Surbiton
- Reviewing
- Virgin Media
- Date
- 2023-02-15
- Comments
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AVOID : 3 months with virtually no WIFi & all Virgin says is "we`re working on fixing it, but its complex"
- Location
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- Location
- Borehamwood
- Reviewing
- Virgin Media
- Date
- 2023-02-13
- Comments
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I have intermittent internet for months now. I asked several times customer service for help. Instead, I received general information about the fact that the company cannot identify any issues in the area and to use Virgin Media "Self Help" option. This practice I find highly disrespectful.
- Location
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- Location
- HOVE
- Reviewing
- Virgin Media
- Date
- 2023-02-13
- Comments
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Had fantastic customer service from Michelle at mover team for my broadband service
I am in the process of moving and needed to book engineers for new address. We had a few hiccups up and our current address broadband was turned off.
Michelle got broadband started again here re-submited request for new address explain my temporary payments and how to follow up once moved.
She was patient, informative and called me back as promised with the information.
At no pointt did my questions feel insignificant and her friendly professional conduct was a breath of fresh air at 8 am after fruition of no wifi
Brilliant service
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-02-13
- Comments
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They make a even simple request difficult I spent 4 hours on chat and phone and still not resolved!! Don't know about internet because never get one. Unprofessional and rude!! AVOID AVOID AVOID this is my honest advice!!!
- 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.