4,684 Customer Reviews over 118 pages
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- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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Very bad customer service. Very slow Internet. They sent me an engineer who used my toilet twice. Have to pay for caller ID. no stars worst provider i have ever had.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2017-03-24
- Comments
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I was with Virgin Media for something like 20 years, and I had a pretty good, though expensive, service for most of this time. All this changed on the 17th November 2016 when my landline stopped working. After Virgin looked into the problem they said they would have to dig the road up and this would take three months. I was promised the service would be restored on 17th February, but nothing happened. I was then told it would take afurther two months. I complained to the regulator and obtained some compensation and refunds. I decided to leave Virgin and change to John Lewis Broadband, who got the new system working pretty quickly. A few days later some contractors for Virgin turned up to dig up the road! i couldn't see any point in this and persuaded them to go away. Virgin Media have been totally incompetent and completely useless since the problem appeared. It is very unlikely I will have any dealings with them again.
- Location
-
- Location
- Newcastle upon tyne
- Reviewing
- Virgin Media
- Date
- 2019-03-02
- Comments
-
Disgusting customer service most repulsive people we’ve ever had the misfortune of dealing with.
- Location
-
- Location
- Newcastle upon tyne
- Reviewing
- Virgin Media
- Date
- 2018-08-22
- Comments
-
Virgin media have gone right down hill. Pay extra for V6 box but the minute you lose internet connection you lose your tv channels. On demand service is atrocious with 7 day catchup instead of 28 days and customer service is ridiculous. Nobody speaks English. Broadband speed used to be okay but for the past year it has been rediculous. IV complained so many times to customer service about these things and they are not helpful at all. We don't get compensated for loss of connection. You would think the V6 box would be more updated for the price we pay. Daylight robbery this is. I'm starting to really despise them
- Location
-
- Location
- Newcastle Upon Tyne
- Reviewing
- Virgin Media
- Date
- 2018-07-10
- Comments
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The Definition of the most horrible customer service is Virgin Media. they trick you when you sign with them, saying if you move to another place, the contract will stop with no fins. in the real truth they will take you to a recovery company and ruin your record and you have to pay the full amount EVEN if it is their fault because they can't supply in your new area.
Am going to make it my objective now in every conference I would attend to I will make short briefing about Virgin Media.
- Location
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- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2017-01-21
- Comments
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For many years I was pretty happy with Virgin Media, and the broadband is still working ok. However I have beed without a landline since 17th November. It is now 21st January and because they will hve to dig the road up, they say that they won't be able to fix it until 17th February. I have wasted countless hours on the phone trying to get some action. If they do fix it when they say they will I will have been without a landline for 3 months. Their service is abysmal if anything out of the ordinary happens. A landline is a pretty basic service to which everyone is entitled.
- Location
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- Location
- Newcastle upon Tyne area
- Reviewing
- Virgin Media
- Date
- 2009-08-29
- Comments
-
Happy enough...
- Location
-
- Location
- Newcastle-under-Lyme
- Reviewing
- Virgin Media
- Date
- 2021-01-03
- Comments
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I have been with Virgin Media for sometime and have noticed a deterioration of customer service. Not only does their Broadband fluctuate wildly to what I’m paying for but their prices have been steadily increasing. I’m out of contract and thankful for it . For the past 6 weeks the TiVo box just keeps switching itself off or freezes the TV. I have made 3 call left online long enough to go for a 3 mile walk and still no answer. I have emailed 3 weeks ago and no answer. So I have written a letter to give my 30 day notice ( That was over a week ago)
My advice ... Don’t run a business if you can’t back it up with good GOOD customer service.
- Location
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- Location
- Newmarket
- Reviewing
- Virgin Media
- Date
- 2022-02-23
- Comments
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Virgin Media’s website is a mess. Trying to pay the monthly bill consistently every month requires a phone call to a customer service representative (who states they have no complaints). The bill online that is shown is from a year ago. It never updates (several computers / browsers show same thing. They said I should install their app. The app states the app is not available in my country or region. I’m in the UK with a UK phone number and the region on the phone is set on the UK. I’ve had their service for almost a year and nothing has changed. Going to drop their service as soon as our contract expires.
- Location
-
- Location
- Newmarket
- Reviewing
- Virgin Media
- Date
- 2017-03-21
- Location
-
- Location
- Newport
- Reviewing
- Virgin Media
- Date
- 2017-07-09
- Comments
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DO NOT!!!! Bother with virgin media locked into an agreement to which if best from the 100 met I'm on or meant to be I see 2 or 3 met, resetting equipment 7 times a day at least 5 days a week tech support are as useful as a set paper towel tell you the same thing over and over till one slipped up and said they know and have known that this service is not working for over 6 months yet no refund and still being charged avoid at all costs.
- Location
-
- Location
- Newport
- Reviewing
- Virgin Media
- Date
- 2017-11-09
- Comments
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When we first signed up with Virgin Media a little over two years ago, speeds were fantastic, but they have continued to add subscribers without upgrading their kit, which no means there service frequently drops out, and very slow broadband speeds.
Calls to the tech support are pointless, they go through the same scripted 'fault finding' without ever bothering to read the history, despatch an engineer who then advises they cannot do anything due to the over subscription in the area.
So, asked to downgrade from their Vivid200 package to their 50Mb pack and they insist they'll only do it if I commit to a new 12month contract, even though they cannot provide the service I'm paying for, and trying to get refunded.
- Location
-
- Location
- newry
- Reviewing
- Virgin Media
- Date
- 2021-05-04
- Comments
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have it 2month and can only get in the room i have the box in everytime i rang i was told lies im paying £89 a month and they havent fixed my problem
- Location
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- Location
- Newry Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2021-05-11
- Comments
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Salesman was a pleasant guy, installation was quick and caused no disruption, bandwidth is uttter crap, getting 3mbps - 12mbps, paying for 100mbps. These companies just do whatever they want.
- Location
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- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2021-02-07
- Comments
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we signed up to virgin media following the promise of a £125 bill credit. we didn't get it and really feel like we have been scammed!! the credit should have come off our first bill and didn't. then we were promised it would be credited after 90 days. six months later we are still trying to get it, spending hours on hold finally to be fobbed off when we do get through. I made a subject access request last time and have still been ignored even though this is a legal requirement. we will cancel the direct debit early and let them chase us for it. I would be happy to spend a day in court so that their atrocious behaviour comes to light. steer well clear. Virgin media offer better services and broadband than sky but we will still be returning to them.
- Location
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- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
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Having been with Virgin Media for many years and seeing the service getting progressively worse and worse, we have now decided that we have to change after having to call for an engineer nearly once every 2 weeks due to either TV going blockie, Internet failing (3 Modems in 6 months) and the phone not making or receiving calls (We were told to get new phones but was a waste of money)!!
Virgin Media have become a VERY bad company to deal with, they take your money but don't provide what they say they are going to provide!!! STEER CLEAR!!
- Location
-
- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2020-06-09
- Location
-
- Location
- Newton Abbot
- Reviewing
- Virgin Media
- Date
- 2021-08-19
- Comments
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Worst customer service of any company I have ever dealt with. Impossible to contact them, hours waiting on hold, useless Bots and Indian call centers. Service always going down, but bills always going up, promises of compensation which were never received. Tried to transfer my contract to new address when moving house. They said they didn’t service my new area and cancelled my contract and are charging me £145 for early cancellation!!! In addition even though I informed them and moved house in July they say they cannot disconnect the service until end of August and will CHARGE me for August as well!!!!! High prices, disgusting customer service, taking money for service not provided. They have no respect for their customers and treat you with contempt. Avoid Vermin Media like the plague.
- Location
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- Location
- Newtownabbey
- Reviewing
- Virgin Media
- Date
- 2017-05-02
- Comments
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Had no problems until they oversubscribed my area, then speeds absolutely plummeted during peak hours. (below 10mb on a 200mb contract).
This is a dirty trick by Virgin, knowingly selling broadband to people when they know that their infrastructure can't provide the advertised speeds.
I cancelled today, but they would gladly sign up my neighbour for 200mb tomorrow. Think about that. Should be illegal.
This is a KNOWN ISSUE and I urge you to google it before signing up with these crooks.
As for the offshore call centres... nightmare.
- Location
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- Location
- Newtownabbey
- Reviewing
- Virgin Media
- Date
- 2021-11-30
- Comments
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Been with them 25 years since dial up days. Broadband fine. then they made an error and disconnected my services. When contacted them got the runaround for 4 days. Can only contact by Whatsapp or a Premium number. They do not answer Whatsapp immediatley. conversations lasted for over 11 hours over 3 days still not reconnected. Got fed up and told them not to bother reconnecting. Was promised and lied to for days. Transferred to seven different advisors in 43 minutes. None did anything. Useless
- Location
-
- Location
- newtownabbey
- Reviewing
- Virgin Media
- Date
- 2015-07-30
- Comments
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virgin broadband is total balls ,5g my arse youtube constantly buffering everything slow biggest piece of crap sky broadband lots better was able to connect to wifi across street cant get wifi in front garden with virgin would advise anybody never to get virgin
- Location
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- Location
- Newtownabbey County Antrim
- Reviewing
- Virgin Media
- Date
- 2022-12-13
- Comments
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Do yourself a favour for your own sanity do not join Virgin Media. The customer service is joke. the routers don't last a kick. the prices go up on a regular basis. I have get very poor service on every phone call to them their staff seem to be intent in pissing off the customers.
- Location
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- Location
- Newtownabby
- Reviewing
- Virgin Media
- Date
- 2015-06-09
- Comments
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Broadband been playing up got it fixed last week slow this week again.ran speed test 2.02mbps instead of up to 50m rang to get it sorted.did u run a test yes on phone u need a laptop or computer. Don't have computer or laptop test works fine on phone. You have to get a laptop or computer to do the test,so it's my job to test there broadband speed just cancelled after 15 year with virgin it's a joke
- Location
-
- Location
- Ng122ep
- Reviewing
- Virgin Media
- Date
- 2018-07-09
- Comments
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Do not use virgin
They are totally useless useless useless
Had 4 years of total misery with this company
- Location
-
- Location
- Ng44fd
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
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Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
- Location
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- Location
- Nn83ry
- Reviewing
- Virgin Media
- Date
- 2021-10-23
- Comments
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Keeps disconnecting. Good speed but that's not the issue. Just keeps going off.Unreliable
- Location
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- Location
- No
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
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Absolute ridiculous internet speeds, been on VM for over 4 years and I haven't had much problems until I moved. Since then I've had speeds up to 800kbps at most (meant to be getting 210MBPS).
The people on the line don't even speak English properly and are just so ignorant on their own product. Absolute ridiculous, avoid these con artists. Virgin Media never again, hello Sky!
- Location
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- Location
- Norbury
- Reviewing
- Virgin Media
- Date
- 2016-03-03
- Comments
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Virgin claim to offer high speeds but for over two months now reliability has been poor. Complaints have fallen on deaf ears.
It is not 50MB it is only 200kbps and Virgin blame the Local Authorities for not letting them fix network utilisation issues
I have paid for 50MB but it appears somebody else is paying them more for my megabits and they are blowing me off
- Location
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- Location
- Norfolk
- Reviewing
- Virgin Media
- Date
- 2023-05-10
- Comments
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This company is the worst I’ve ever had to deal with. I helped a pensioner with her contract as tv part was too expensive, so after helping got a price for phone only, was sent emails and said would phone next day this was back to February 2023 never received call. Week later they phoned this pensioner she said about it they had no record even when I had emails with contract.
This person then decided she did not want them at all, so we found her a cheaper mobile phone deal as all she wanted was a phone. So we contacted to cancel and a date was arranged for equipment collection on a Sunday, she stayed in all day as was worried and no one ever turned up, not even a call, we phoned at the time date was arranged, got cut off call so after phoning again taking over an hour spoke to someone, who then confirmed it was on there system. What a bunch of liars. Week later they took more money from her account, this was ending up hundreds of pounds of money she could not afford to pay. So after this she went to bank and cancelled her direct debit bank said let virgin know. She phoned them after some time talked to different departments again said I’ve had enough and cancelled my direct debit and put phone down as they, upset her once again with stress. Week later she gets a letter saying to pay her bill or get cut off, which is what she wanted.
This company has the worse customer services I’ve ever contacted, everyone lies, all they want is your money. I’ve contacted CEO of Virgin media reply with info but never hear again, seems all he likes is his bonus. Richard Branson should be decussated disappointed with how his company name is being treated. Looks like we are not the first of thousands of complaints. He needs to step in and make his company great once again. As as it is I would not recommend this company like this. Please pass to anyone that can help.
- Location
-
- Location
- Normanton
- Reviewing
- Virgin Media
- Date
- 2016-07-13
- Comments
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Hi, last month one Virgin advisors phoned me and offered faster Broadband and TV for £4 more monthly (£40.09 in total) with NO EXTRA CHARGES. Few days ago I've recived a bill of £70 per month!!! Activations charges etc , so I rang them and say I do not want it and they say it is too late now, they do not care if I am using the TV or not, if I recived (I did not) the new contract with Virgin and if I would like to get it I should speak to Royal Mail. I think this is unfair as I wouldn't mind paying the additional fee but I only feel treated because I asked the guy over the phone if there won't be charges for 100% and he promised there won't... I wanted to cancel my contract with Virgin so there is £240 cancelation fee so now i got to pay £70 and stay with Virgin for another 2 years , what is more, I cannot to listen to our conversation with the actual seller because NO. Simple as, I been told. I am telling you guys, think twice before you will buy from them...
- Location
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- Location
- North east
- Reviewing
- Virgin Media
- Date
- 2019-08-06
- Comments
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Never bothered with a review of a company before, had heard bad things about virgin media but still went ahead and took out broadband with them believing it was the usual stuff you see online.
Wish I hadn't bothered, I pay 3 times more a month compared to my old provider for 100Mbps but it's down completely a lot. When it works the WiFi signal is shocking in a small house it's down to dial up speed upstairs, the customer service team suggest WiFi boosters which really shouldn't be needed as my old router was absolutely fine.
I've been palmed off for over a year by them, eventually had an engineer come out and discover there's a fault on my cable and it's been there since I took out my package. That doesn't cure the shocking WiFi signal (lots online about the hub 3.0 having shocking signal)
I can't wait to have it took out in 2 months it's been a massive disappointment, the customer service team are so bad it's almost like they're trying to be terrible they'll hang up on you if they can't palm you off with nonsense. After a year they've finally sent someone out to fix something that they were told about a year ago but just palmed me off.
For how much it costs I'm amazed they think a solution to fix the bad WiFi reception on the hubs is to install WiFi boosters around my 3 bed semi so it's usable when previous cheap routers have been perfect.
- Location
-
- Location
- North East
- Reviewing
- Virgin Media
- Date
- 2018-02-22
- Comments
-
Customer service is a joke. Internet often down due to their exchanges constantly having problems. When working, speed is good but variable. I will be looking at moving providers when my contract expires. (There must be better out there!)
- Location
-
- Location
- North East
- Reviewing
- Virgin Media
- Date
- 2019-02-10
- Comments
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The speed is quite slow but sometimes it's acceptable, and the reliability is awful. Must have to re-connect my phone to the Wi-Fi about 3 times a day (Its not my phone- this happens to everyone when connected to the Wi-Fi and to most devices). Customer service is also negative and quite hostile to be honest. There has been a couple of times where £10 has been added to the bill due to a "late payment". However, payment is made, for example, at 11am, when the latest time a payment can be made is 2pm. That is not a late payment. Seems to me like a way to squeeze money out of people who pay on the last day (Some people have no other option than this due to pay dates!) Will be transferring to another provider once research for the best one has been done!
- Location
-
- Location
- North east
- Reviewing
- Virgin Media
- Date
- 2016-07-19
- Location
-
- Location
- North East
- Reviewing
- Virgin Media
- Date
- 2023-05-16
- Comments
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Absolutely disgraceful company, avoid at all cost. We have been with them for years and pay well over the odds for a shocking service. They don’t want to keep our custom as they will only offer a £2 per month reduction when we can go elsewhere for less than half the price. Horrid customer service, please do not go to this company.
- Location
-
- Location
- North East
- Reviewing
- Virgin Media
- Date
- 2018-09-01
- Comments
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As a loyal customer from 2007 i made the mistake of asking to have my media package to be reduced given i no longer required their XL tv package and my telephone line cancelled ( i have two virgin mobiles) . the total cost of my package is 74.50 with internet broadband and an extra tv box for another room 7.50 . After repeated failed attempts to contact Virgin by phone, I opted to use the live chat where i was offered a reduced package of 60.50 , basic tv , no landline , extra box and broadband . Sorry Virgin , but no thanks, when i can get a new contract else where for 18 months at half that price which meets all my requirements , and if i decide to stay after the contract ends, it is still well lower than the one Virgin offers . The part that really made my mind up, i could not get through to their, i wont to leave department , and went through virgin mobile who connected me , serious folks, Loyalty means nothing to these people ! and an awful time consuming experience with their customer service ......
- Location
-
- Location
- North East England
- Reviewing
- Virgin Media
- Date
- 2023-05-28
- Comments
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Rubbish. Over three months ago they dug up the top of my drive to put straws into the street. Three months on, they sent an email telling me that they were no longer going to install fibre into those straws. All that mess for nothing. No reason given. Shocking. Made worse because they are proceeding in parts of the estate where provision of broadband is already good.
- Location
-
- Location
- north east england
- Reviewing
- Virgin Media
- Date
- 2016-09-16
- Comments
-
customer service appalling. cancelled my 3 month free trial of sports package/movies but still being charged. Contacted them on numerous occasions to no avail - its theft. superfast boardband and tv package great but wouldn't recommend virgin to family or friends simply because if something goes wrong customer is non existent.
- Location
-
- Location
- North East England
- Reviewing
- Virgin Media
- Date
- 2021-01-28
- Comments
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When the internet is working at normal speeds throughout the day, there is major packet loss (when playing games) but technically it is the speed that I pay for. Any time past about 4 or 5pm the speeds go down to less than 5mbps and nothing that requires internet is useable until the next day. Virgin Media needs to stop throttling speeds since they are adamant on their website that they do not! It is ABSOLTELY DISGRACEFUL AND IT'S BEEN GOING ON FOR OVER 6 MONTHS!
- Location
-
- Location
- North East England
- Reviewing
- Virgin Media
- Date
- 2018-04-06
- Comments
-
I have been having trouble with mail delivery messages flooding into my inbox and spam box from Russia. One day I had to delete more than 700 of these. My son has managed to divert these to the spam box mostly but he advised me to contact Virgin Media Technical Support. I did this yesterday and spent an hour and a half talking to technicians in India who did not seem to understand the problem and who had to keep putting me on hold whilst they conferred with the technical team. I was finally told that the was outside of their remit problem and that I would have to pay a one off fee of 35 pounds which would be refundable if the problem still wasn't fixed. I pointed out that we were already paying Virgin Media for services including broadband and that my email address was a Virgin Media one etc. I was then told this fee would be waived but I would have to click on netreport.virginmedia.com. I have done this and cannot find anything relevant to my problem. I have rung customer services this morning and spoke to someone in Scotland. She offered to put me through to technical services but couldn't guarantee that I wouldn't end up speaking to the team in India again. All HUGELY frustrating. Meanwhile the spoof emails continue to flood in. It seems I will now have to change my email address in order to stop these. This will be very inconvenient.
- 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.