4,684 Customer Reviews over 118 pages
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-03-18
- Comments
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Virgin sent an email with a date and appointment to install fibre broadband and confirmed the week and day prior to the promised installation by text. But on the day they did not install it - although I stayed home specially. They pushed it back two weeks. Virgin's call centres in India assured us there was no chance to do anything different. They offered no apology nor recognition that busy people need Virgin to keep appointments just like they text and ring to make sure we do.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Shocking and useless company. Signed a pre-agreement, took £25 and edited 2 months for installation- well decided to cancel. Was told refund will be within 48 hrs, but 2 weeks later no refund- and actually been told that they can't see any money. Shockingly poor customer service and robbing people off even before the provide any service.
- Location
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- Location
- Cambrdige
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Been with them for 10 years, last 3 with 'loyalty bonus', which had been renewed by them every year. Renewed contract being told I wouldn't be paying anymore than I had been, so also signed up for another years line rental discount. Only this month I find out my bill increased by over £10 because they have removed my loyalty bonus. So you lose your loyalty bonus for staying loyal!! Customer service weren't interest in fact quite rude. Been conned and now stuck with them for another 9 months as line rental is no refundable. Wouldn't touch Virgin with a barge poll in future.
- Location
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- Location
- Loughton, Essex
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Rather disappointed with Virgin Media as their website stated that the fibre broadband was available in my area via their post code lookup system - I additionally checked this with one of their employees using their online Chat service and they confirmed it was available. However, when the engineer was due to setup the service at our property which was booked in at almost one month in advance the engineer didn't bother turning up. At the end of the day after waiting in all afternoon for the engineer to show my wife rang Virgin Media in which they stated the service couldn't be installed in our area. The lack of communication is rather disappointing to say the least, as well as the fact that it has cost me in both time and money as I had to pay £30 to cancel the BT line and now I have to pay £20 again to reactivate it. Virgin Media refused to reimburse me for my expenses even though they have mis-sold me the broadband as they stated it was originally available.
I've given them two stars as the people on the phone are actually quite nice - however the information they provide is incorrect.
Unfortunately, I wouldn't recommend Virgin Media to any friends.
- Location
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- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Virgin Broadband is fine when it works, just hope you never have to call their Customer Service because it is the worse EVER!! I have been left without my telephone for over a week and they have just told me they can fix the problem because they dont have the capacity at their exchange - WOW!!!
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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I have been a customer of Virgin media for seven years. The last three years with them have been a time consuming nightmare. They say you will pay a certain amount a month for so many months, 30 days later you are issued with an email to state your bill is going up. You phone them to inquire they say it is just that the price of the service we now offer has raised not to worry. In less than 5 months my bill jumped by £7. I had not seen the other emails and was not expecting it as i was told the bill would remain the same for a period of time now. Back on the phone after hours of complaining and stating i wish to cancel they took the bill back down. Three months later it bounces back up. back on the phone for hours. I moved house this year, the house i moved to already had Virgin i had everything i required in yet i was charged £20 for a moving service. I was also told my contract was now a new one starting at £10 more a month than i was already paying because i had moved house. I stated no one had informed me of this and they cannot just put my bill up. After 5 hours on the phone being transferred from pillar to post i put the phone down and called CISAS. I went back to Virgin their tune changed rapidly i paid the monthly price i have done for the last 4 months and the moving charge was scrapped. They told me that price would stay the same until June and i could leave if i give notice in May. Less than a month on i have been issued with a bill more than double the price i should pay, a £10 late charge and a second bill £7 less from what i pay. At this point i am so fed up i just really want away from this disgusting company. I have been told the bill was for a double payment which they did not take, i am fine with that but it is still over in price. I am then told i have been charged a moving fee and a late payment charge due to their error and miss communication. All i have with this company is the internet.
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
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Absolutely shocking. I would never ever be a virgin customer again and would strongly advise anybody looking for broadband not to go with them!
I ordered my broadband package on 4th Jan and by the 10th March I'd given up waiting for it to be installed!! I only had one phone call in the whole time I was waiting and when I had to ring to find out what was happening I basically got told that 'I wasn't a priority because I was domestic and not commercial'. Really poor customer service and no way of being able to make a complaint...
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-15
- Comments
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The worst internet provider I've ever used.
I moved into a house 3 months ago, after leaving my job to work online. I rely on my internet for my income.
Internet constantly drops out. And I've gone days without any service. For the privilege I have to wait 30 minutes for someone to answer the phone, to not fix the problem. And still charge me.
I wish I could do the same to my customers and sleep at night.
I've been connected to my neighbors (SKY) for 3 days on and off to get my work done.
Without them, I would literally not be able to pay my mortgage.
Absolute joke.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-15
- Comments
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Virgin Media clearly doesn't have any respect for Customers, worst Customer Service Experience ever, avoid at all costs... (would rate it 'zero' stars if it was an option)
After confirming 'Yes, Definitely' by an online Customer Service representative (I have screenshots of conversation) a while back that we're guaranteed to have our installation done on one of the 2 dates selected during the order process, we received notification within about 2 days that earliest installation they can do is more than 2 weeks later than selected.
Deciding to still go ahead, my partner scheduled business travels specifically around the installation date, to ensure someone is definitely home to facilitate access etc.
We've been counting down the days for our install scheduled to take place between 1-6pm today at our new flat (with no broadband for over 2 weeks now). We received about 3-4 different text messages confirming the installation details, date, timings, address etc over the last 2 days.
Received a call from the engineer around 12:40 to say they are running behind schedule, just to make me aware, and that they will keep me updated.
6pm came and went, with no contact from the engineer or Virgin Customer Services, so decided to make contact from our side.
After 2 phone calls stating the engineer will be here in 10-15 minutes etc, the third call to their customer services broke a new record of 56 minutes, being transferred from one representative to another (ended up being 5-6 in total, lost count), without them explaining to each other what the call was about and being greeted with 'How can I help you?' each time, having to go through the verification process each time, explaining the issue from the start again to each person, between the install team and customer service team, with no useful outcome, apart from a promise (fingers crossed) we will receive a call back with a reference number we can use as part of the complaints process.
During the very lengthy and frustrating 56 minute call, the engineer called at 6:29pm, saying he'll be here in 30-40 minutes time. It is now 7:33pm at the time writing this, more than an hour after the last phone call from the engineer - still no show, no further contact from the engineer, pitch dark outside - not sure how he plans to do installation works at this hour without disturbing other residents / neighbours, as there is no existing Virgin Media connection at the property...
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2017-03-15
- Comments
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The worst customer service ever no one know how the company work. Every time had receive totally different information wouldn't be able to update a address correctly where I said like to a baby that house number is three zero not thirteen. Arrogant and unhelpful people do not even mention that they put price inc-raise every 3 months and from the contract for £36.00 after a year it come to £52.00
- Location
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- Location
- South Shields
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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Shocking phoned up about a refund that I'm still waiting for its only £35 you would think it's 35000 only the lad I spoke to put the phone down on me because he was going home ...and second person was just as bad ...I was told a week ago I would receive my refund by the 14 the of March ohh it's the 14 the and nothing ...now he tells me it's 45 days I know if I owed this company 35 pound they wouldn't wait 45 days no chance I've got power of eterny over my mother who's account it is she has dementia and all she wants is her money ...I will never go with virgin after this it's cost me more to ring them then you get a different story everything or they put phone down on you terrible
- Location
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- Location
- BELFAST
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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we have been with virgin for over 5 years. they were a good company to start but we moved plans to get a better deal and they have charged us for both wifis for the last year this has charged us over £300 and when we went to try and go back to our old policy they said we would have to pay an extra £275 cancellation fee.
IF I COULD 0*. THERE CUSTOMER SERVICE IS DISGRACEFUL.
- Location
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- Location
- Greater Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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SATISFACTION 3/5 because it was fine at first.
CUSTOMER SERVICE 1/5 because they sometimes help and sometimes don't. They have endless phone menus then long waits with LOUD music. They also make promises that don't materialize, then say that shouldn't have been given and is not at all possible - What!?
BROADBAND SPEED is good, when it works 4/5.
RELIABILITY - No! For 6 months the speed has been variable and then suddenly dropping off and back on again. I've had various engineers call, 3 new modems (one of which wouldn't even start up) and it's almost impossible to sign in/out of emails and my on-line account. Every time I receive a bill notification by email it's followed by phishing emails about insecure banking. If I new better I'd guess that my whole account has been compromised - internally (only my guess of course).
- Location
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- Location
- Stevenage
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
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Should be 70MBS cable and on rare occasions it does register a 70MBS download speed, but is more often just a mere 5MBS. My mobile phone downloads faster than my cable speed.
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2017-03-13
- Comments
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Virgin Media robbed me in daylight
Never ever sign contract with those thieves
- Location
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- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-03-11
- Comments
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Have been a VirginMedia customer since the NTL days (15 years). When they work the services are great - broadband and TV.
However, when they don't, customer service from VirginMedia is one of the worst I've ever come across.
And if your area is over-subscribed, then forget it! Typically over-utilisation issues take months if not years to resolve. Have been suffering from over-utilisation for over a year now, a supposed 200 Mb/s service averages 2-4 Mb/s during evenings and weekends. And there's no end in sight.
So before you sign up with VirginMedia, check very carefully whether your area suffers from over-utilisation, if it does, walk away very quickly!
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-03-11
- Comments
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Nightmare! So far I have spent 4.5 hours speaking to 19 people at Virgin Media trying to get them to apply my £50 promotional discount. They keep telling me it's done only to find out it's not done. They have incessantly lied to me time after time. They are despicable people with no care for customer service. If you thought BT Customer Service was bad they have nothing on Virgin Media. As of writing this they claim they have applied my discount but my bill still shows £50 more than it should, they also say they cannot update it on my end. Yeah right. Just another lie. I have dealt with some shady companies in my time but Virgin Media is the worst company I have dealt with in years!! Liars.
- Location
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- Location
- England
- Reviewing
- Virgin Media
- Date
- 2017-03-10
- Comments
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Worsttt internet connection very poor... Doesn't work all the time disconnects afte everyr 2 minuts... My husband called Customer service several tines and they failed to do anything... Will never try Virgin again
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-10
- Comments
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How could Virgin Media treat us so badly? Their computer mistake led them to chase my husband for 5 months for money he didn't owe them. Then they gave him a negative credit rating. When they realised their mistake they didn't say sorry, just removed their note against his credit rating. Even after an independent adjudicator (CISAS) judged against the company in our favour it took them 3 months for them to apologise - and they didn't even bother to write on company headed paper or post it to us; just a plain sheet signed 'on behalf of...' Mark Davidson. It seems we can do nothing to get a proper apology. In my powerlessness I just felt the need to add my name to the many others on this list who have suffered at the hands of Virgin Media's frightful customer service. Group hug!!
- Location
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- Location
- London SW18
- Reviewing
- Virgin Media
- Date
- 2017-03-09
- Comments
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Regular outages. No upgrades to infrastructure so no prospect of improvement. Call centres in India. No choice so captive market. As soon as anyone bothers to give them a rival I'm off.
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2017-03-09
- Comments
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I am absolutely disgusted! Virgin found out I was changing address as a housemate applied for their own broadband- since I was taking the current box with me. They contacted me asking if I was moving and I confirmed that but then they asked my HOUSEMATE if they had permission to cut it off- they didn't bother asking me! So I was stuck there for 2 weeks without any internet! When I phoned them up THREE TIMES to sort it, the first time the guy put the phone down on me- rude!- and the second and third time they were more concerned with getting my new address than re-uploading my contract. I'd already paid the full month's worth! So after I moved I made another complaint as it wasn't me they asked about the account, and the woman promised a refund cheque will be sent to my new address. I double checked she had my new address but, surprise surprise! it was sent to my old address. This was a month ago. So I rang them again recently and they just lied throughout, talking over me, interrupting and basically implying it's my own fault even though I did everything I could to make it easy for them. Then right at the end the guy just asked me to contact my old housemate and ask him to send the cheque to my new address. So even after all the hassle and stress they've put me under it's STILL down to me sort it out! Absolutely hurt and disgusted. Rude staff and unreliable.
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2017-03-08
- Comments
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Awful. Virgin Media channels have become all scrambled. The internet is laughable. Avoid!
- Location
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-03-08
- Comments
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horrible customer services, liars, so expensive
There used to be good times with virgin but they have too many clients now and they do not know how to look after them
- Location
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- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2017-03-08
- Comments
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Terrible company , been with virgin about 7-8 month , when I started up with them they told my first bill would be a double bill of £114 and then £50 a month thereafter , every single month my bill hasn't been less than £140 having to pay at least £65 every month , every month I phone up and the customer service is a disgrace , they don't send me a bill when its due they just cut me off a day after , they never give you a proper answer , they repeat themselves over and over and/or hang up on you! My advise DONT waste your time with virgin
- Location
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- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2017-03-07
- Comments
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I started my contract in December and after moving the address I have been assigned new contract for another 12 months. Now I am unable to close it early without paying disconnection fee. Joke. Wanted to speak to the supervisor and I was told she is too busy. Waited 10 minutes just to be told she is on another call and won't be able to help me.
So many people complaining and not getting help from the customer service, I'm not surprised she has to spend time explaining herself and apologising to people.
Joke.
Never again.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-03-07
- Comments
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The worst customer I've ever experienced. The internet speed was a third of the amount I was paying for. After two days of calling Virgin, and trying every suggestion offered, I was told I was being "throttled". I asked what that meant and was told that the server I was connected to was heavily used and "the computer" had "throttled" me. I explained that I wanted the service I was paying for and the agent informed me that there was nothing anyone could do for 30 days. He then said I had the option of speaking with the customer service department. After being on hold for a further 15 minutes the agent returned and said that I had been "locked out" which is why the call hadn't connected with customer service and that they would call me back directly. Customer service did call back and their suggestion was to reduce my Internet speed by half! I went on (with my patience wearing very, very thin) that the very reason I called originally was due to the poor Internet speed. The agent explained there was nothing he could do and wouldn't refer me to a manager. I have been a loyal customer of Virgin for over 5 years. I have never, ever experienced such dreadful customer service. The lack of care, empathy and general appreciation is on a scale I wouldn't expect from a discount, budget brand that can't afford to invest in its staff. Richard Branson, is this the vision for Virgin in a world driven by the customer experience? Wow!
- Location
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- Location
- Shrikumar
- Reviewing
- Virgin Media
- Date
- 2017-03-06
- Location
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- Location
- Camberwell
- Reviewing
- Virgin Media
- Date
- 2017-03-06
- Comments
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AVOID VIRGIN MEDIA!
The worst horrendous service AND customer service ever received! The customer service is basically non existent! Customer advisors that don't understand your queries and just disconnect your services; customer advisors that don't know how to answer to queries and that transfer your calls to other departments, to which you will have to explain the issue for the 4th time and still cannot give you an appropriate answer or help; customer advisors that fill up notes on your accounts with comments regarding requests that you have never made, and I have registrations of each call and can prove whatever was said as virgin media can..so why your customer advisors just write lies on the customer's notes???? The most unbelievable part is the shop manager that treat you like rubbish and intimidate you
In front if their staff and when reporting the fact, the only thing that they can say to you is that they are investigating...but never heard of an apology!!!Carling was the only customer advisor that has actually helped me!(3rd customer advisor I have spoken to on 17th February 2017).
The internet speed was faulty every other day and when just joined tv was displaying only 5 channels (when where supposed to show 80+).
I cannot even imagine how much credit I have spent to call and deal with virgin, considering that each call takes at least 30 minutes (always ending with frustration rather than a smile)! I was never offer any sort of compensation at all and I can confirm that I have always paid all my bills in time!
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-03-05
- Comments
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A week ago I was encouraged to move to Virgin media by Carphone Warehouse, was assured it would be hassle free. Was not made aware of need to change my number or that my sockets would need changing and a day's annual leave would be required to do this. I have spent 4 hours on phone calls trying to resolve this and spoken to numerous department. In the end I have stayed with Sky. Extremely stressful situation for me and my family as most of my weekend has been spent trying to resolve the issue. I am not happy.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-05
- Comments
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Worst Internet EVER!I've had enough with this service! I could get better quality from the tree growing in the back garden than Virgin Media!!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-04
- Comments
-
First, the connection is not as fast as they claim it to be. Second, one you are their customer, they don't care about you. They have the worst customer service in the world. You have to call them several times in order to speak with a real person and not a machine, and anyway your issues are never going to be solve. I have been a customer for 4 years. Recently virgin cancelled my account without letting me know beforehand and leaving me without internet. After a lot of very frustrating calls they gave me my internet back and told me they will send me a letter with the details. Today I receive a new contract 7 pounds more expensive than my previous and with a new minimum service period of 12 months. I have already cancel it, but they still are going to charge me for this month despite i have the right to cancel during 14 days without any cost. Really they are the worst company ever, they just want to take your money. I will never be a virgin customer again and i will try my best to let everyone one how bad they are
- Location
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- Location
- Bolton
- Reviewing
- Virgin Media
- Date
- 2017-03-03
- Location
-
- Location
- Leatherhead
- Reviewing
- Virgin Media
- Date
- 2017-03-03
- Comments
-
DO NOT GET VIRGIN MEDIIA!!!!!!!!!!!
We had it for over 12 months. They rised the monthly payment by 2 pounds with no notice and did not inform of the possibility to leave. We MOVED and they charged 20 pounds installation fee (although there was a free option we were not told of).Also they DID NOT INFORM us that our contract has been renewed for an other 12 months and we were charged 95.75 pounds for 2 months plus installation fee of 20 pounds, plus just an extra 10.75 pounds !!!!!!!!!!!!!!!!!
WOULD NEVER RECOMMEND THIS FOR MY WORST ENEMY "!!!!!
- Location
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- Location
- Colchester
- Reviewing
- Virgin Media
- Date
- 2017-03-03
- Comments
-
Awful company will lie to get you on a contract then hold you liable for a longer term and charges. Do not go with this awful company
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-02
- Comments
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Dear Virgin Media,
Now I do understand the name of your company, because as same as virgin hasn't got any experience, it feels like you are exactly the same.
You were bombarding me with letters, almost every single week with "fantastic news" - "your street is now connected to fibre optic - get in touch to connect" So I did - which was really big mistake and I have never experienced amateurism of this level!!!
1) my first attemt to get this service from you:you:
contacted your sales team - everything awesome, but..
Instalation day: I did take day off from work to be at home between 1300-1800. No one has shown up!!!! this happened second time as well... no phone calls, no one let me know! Called your customer service - waste of my time... have been told "we will call you back" - again, never happened. This situation about calling back actually happened every single time when I called your customer service ( approx 8 times)!!!!!! after waiting for your call (which never happened) I called you guys, just to find out, you've cancelled my account?! really? again, no one bothered to inform me about this.
Aafter 8 months still not connected, but still getting "fantastic news" letter on regular basis.
2) my second attemt to get this service from you:
calling your sales team - everything awesome.
I told you about the previous issue and I have been told, someone will come on Saturday to check, wether you will be able to get this job done... Now, let's guess, has anyone shown up? well.. NO!!!... did anyone call me that the person will not be attending? well... NO!!!...
Anyway... taking day of my holiday, just to make sure, someone 18 or older will be at home from 13:00 - 18:00. Anyway, has anyone shown up? NO!!!! did anyone call me? NO!!!!!
calling customer service a few minutes ago: "we will call you back" I think, I can guess what is going to happen now...
Thank you ever so much for your "good news letters"
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-01
- Comments
-
Really bad customer service no one cares about customer. What there want it just to place the order. I m extremely disappointed. They promised call you back, and gave you appointment for the installation, but never. Unprofessional, they do what they want like market. I think Mr Branson needs to train them.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
-
Awful. Awful. Awful. Been a customer for 4yrs was "hooked" into a new 12mth contract by sales team when I was moving address without explaining it or that it triggered a new start date for cancellation penalties. Just bought a new home that Virgin don't yet cover and I am now facing a £220 bill for cancelling! Misleading and Mis-selling. Long term view of customers is non-existent. Rather than me signing up with them when they are in my area, I will never use them ever again. In fact I have now cancelled my families Virgin Active membership and none of my family will ever fly Virgin to the US again. But you can have your £220 Mr Branson - well done Mr Customer First lol!! Read the T's and C's small print! Or better still avoid like the plague!!
- Location
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- Location
- Woking, Surrey
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
-
Rubbish... Loses WIFI connection whenever multiple devices are connected.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
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Incredibly fast! Definetely wasn't let down with the speed. Friendly customer service and when my router failed, they were here in the first 24 hours!
- Location
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- Location
- Leyton
- Reviewing
- Virgin Media
- Date
- 2017-02-28
- Comments
-
Virgin media are a scam, they took extra money on my direct debit for 3 consecutive months and all they wanted to do is reimburse me as a credit note. They're customer service team have the poorest customer service who told me that they couldn't do nothing apart from reimburse me until I asked for the manager. long story short, Virgin media have a wasted customer service team who can't help or support you!
- 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.