4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-15
- Comments
-
The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-02
- Comments
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I’d give them no star if I could. The WiFi signal is poor and times it would cut off due to technical issues. The customer service is ****. I called a month before my contract end date to give notice and cancel my broadband. The customer service advisor stated to call back on the day of that I was finishing to cancel so I did but only for me to be told by a another customer service advisor that I need to provide 30 days notice which I did but it was not noted on my account. Virgin Media are thieves. I will never go back to them again. **** reputation.
- Location
-
- Location
- Chesterfield
- Reviewing
- Virgin Media
- Date
- 2017-02-01
- Comments
-
Historically Virgin broadband WAS good. Now it is terrible, or at least it is in my area. The broadband comes and goes, the speed is up and down constantly. I had the engineer out and all he did was change the box which made no difference. The staff just keep denying there is a problem each time I call. I am disabled and work from home so need a reliable internet connection but sadly there aren't many providers in my area so I am stuck with these who seem to be the best of a bad bunch based on the reviews of Plusnet, Sky and BT which are my only other options :-(
- Location
-
- Location
- Woodley
- Reviewing
- Virgin Media
- Date
- 2017-08-24
- Comments
-
The worst of the worst,keeps going off for 60 minutes time then suddenly i gets on...for 5 minutes then i goes on and off for another 40 minutes
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2018-09-04
- Comments
-
Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
- Location
-
- Location
- Daniel
- Reviewing
- Virgin Media
- Date
- 2019-06-21
- Comments
-
Been with virgin media for a couple of years. Promises big broadband speeds. Although very very slow. Takes forever or never able to get through to customer service. Average waiting time through personal experience is 30 minutes plus to speak to someone. Totally dissatisfied.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2022-01-14
- Comments
-
Worst appointments ever. They scheduled my appointment for installation 3 times until now. I am still waiting. 3 months until now and they didn't install my internet connection until now
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-03-29
- Comments
-
Rated 1 out of 5 stars
Just now
NEVER JOIN VM Terrible - Is this legal ?
I've been with them for more than 3 years. In October 21 I moved home and I kept the broadband under VM the assured me connection was perfect an no issues...
1st LIE - I then discovered there was an issue opened from April 2021
I opened a complaint as they confirmed the issue will be solved by the 1st of January 2022 and entitled to compensation once the issue is fixed. Asked if I could leave and they confirmed I will have to pay penalties.
It's now March 22 and the issue in the area is still there (now due to be fixed April 22)
Still can't have compensation and the issue is not fixed but, and here is the amazing part, the tariff went up. The increase doesn't have to wait the issue to be fixed.... ABSOLUTELY RIDICULOUS
Just to give you an understanding of the issue
Connection is intermittent - often not working
When it works I don't receive what I'm paying for (I'm paying for 200VM I receive 70 less than half)
Final thoughts
If you are in NORTH LONDON and you have a job that requires a internet connection DO NOT JOIN Virgin media.
Competitors is this areas are better - all our neighborhood is switching to BT with no issues at all.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-12-19
- Comments
-
I had a horrible experience with Virgin and would not recommend it to anyone I know. I will certainly make sure not to ever be a customer again. This is what happened:
I subscribed to the service October this year, however the owner of the apartment adviced 2 months after that they're selling the house and I need to move. Little I knew Virgin was not providing service in the new place I managed to find through a lot of stress and hassle.
After trying to get out of Virgin whether they're going to be expanding in that area so we could find a compromise, I was advised that:
-they don't care what the reason for the move is-read T&C's-yoire gonna be charged the cancellation fee
-find a property that is within Virgin's catchment area (hello...did you try to find a property in London? It's stressful enough and I'm not gonna look for something that is within your catchment to make a decision ehere to live)
-transfer the contract to my other property (I wonder what understanding do people working there have about their customers....do many customers have second properties? Or are you incapable of thinking about your customers out of your golden tower)
Virgin never ever asked or suggested to even consider finding a solution, or suggesting an alternative.
They will not listen to you and you will spend an hour hanging on a line just to find out that the only answer is: read the t&C's...
- Location
-
- Location
- MANSFIELD
- Reviewing
- Virgin Media
- Date
- 2016-10-18
- Comments
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Awful Awful Awful - do NOT waste your time setting up a contract with these idiots. Been paying 54 a month for phone and 150 mbps - ok at first but the last few months only been getting about 10 mbps at peak times. had engineer out who said it is a utilisation issue and would takes a number of months to fix (in the meantime I still have to pay)- Virgin have installed cables into a new David Wilson estate nearby but not upgraded the feed to our area (Mansfield) hence nightly frustration. Contract ends next month so i'm off to Sky!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-06-07
- Comments
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If it was possible to give no stars I would. The worst service ever received. Booked in to install fibre broadband in March and still don't have it installed. Have finally given up trying to get it sorted after delay after delay with no real reasoning. When they did give a reason (awaiting council permit for outside works), I contacted the council to ask them to please go ahead and approve the works but there was no permit requested in the first place. Hours and hours of calls and trying to confirm engineers, but all time wasting! Promises of engineers to arrive on a certain day but never did. Could go on, really terrible experience all round. Went with another provider and was up and running in a week. Avoid completely.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-15
- Comments
-
The poorest WiFi service out there. Wouldn’t even recommend to my worst enemy. Customer service is atrocious, they say they fix your issues and then the next month comes around and the issue is still conveniently there when it’s time to pay the bill with all their extra hidden charges. WiFi doesn’t even work half the time. AVOID at all costs
- Location
-
- Location
- morden
- Reviewing
- Virgin Media
- Date
- 2020-06-02
- Comments
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i suppose to have fixed monthly price only for data.BUT no one know why u charge me almost double of that monthly price :@ still wander how you still provide that service with these 'good' feedbacks everywhere....
- Location
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- Location
- EDINBURGH
- Reviewing
- Virgin Media
- Date
- 2017-11-11
- Comments
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unhelpful service. take money over the expected bill with no notice. Wi-Fi is never a 100% an the new box has frozen on us a few times. the amount we pay really isn't worth the channels you get. all in all crap company.
- Location
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- Location
- Tamworth (amington)
- Reviewing
- Virgin Media
- Date
- 2018-01-21
- Comments
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Virgin is an absolute joke. We have had ongoing problems since the day we agreed to have virgin.
Firstly they sent us a self instal kit. Despite being told several times that we do not have any cables. I know this for a 100% fact as when i did my front garden up 3 years ago, i removed the bits of the remaining cable & told virgin this when i called to order their service. They did not listen. We rang them several times speaking to several different so called managers. Eventually after 2 MONTHS. They sent a crew out to instal our service. When they arrived & looked they said " we cant instal anything as you do not have any cables". These engineers rang virin & told them. They still did not listen & sent the same crew back later the same day. 2 days later another crew was working opposite my house. They kindly looked at the connection points & told us what we have been telling them for 2 months. No cables!!! They also said that it needs rewiring back to the main junction box.
We relayed this back to virgin who told us it would be another 4 weeks before anyone could sort this. In the meantime they sent us 2 bills. We told them they could do the same with their bill as a duck does with its bill. ( stick it up its @#$%). I am not paying for a service i havent even had. So they said they would deduct it from the referal fee which would bring the bill down. Eventually after around 3 months waiting, our service was up & running. I say running but it was more of a stroll. Within the first week the so called 200mbps internet speed crashed while halfway through watching the new beauty & the beast on netflix. The system was not overloaded as the only wifi device using the internet was our tv. We rang virgin & had to speak to several managers about this. Eventually they agreed it was their fault & they would credit our account. They tried fobbing us off with a £10 credit but we did not accept that. Needless to say this was not the end of the issues. Since april 2017 we have had no end of issues with virgin. When you ring them the system recognises you are on a mobile phone, then preceeds to tell you that there is a problem in your postcode area & they are working on it & it will be fixed in the next few days. This has been going on for around 6 months. We have NEVER seen an engineer doing ANY work in the area since we had virgin installed.
The final straw came when the sent us a bill for just over £160. When we rang to queery this they said it was for 2 months bills. Now i am no carol vorderman but i can count. We signed up for 200mbps full house service at £55 pcm. Now in my head & even on my calculator 2 x £55 = £110. I even took my shoes & socks off to make doubley sure. To be fair my count was 1 out as i had a bunion on my big toe.
We told virgin that we will not pay anything until the service is up & running correctly. They said we need to talk to technical services but before they can put us through we have to pay the bill.!!!!! So guess what??? Yep back to the duck.
I would not reccomend virgin to my worst enemy.
Stick to sky. It cost more but the service is much better.
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2018-02-04
- Comments
-
Absolutely awful, both as a company and a service. They put up my charge as they had 'improved' the speed. Since then the broadband cuts out continuously, have to use my 4g on the mobile phone and when I phone up they tell me that there is no issue as it has been fixed. Patronising and rude. Thank the Gods my contract finishes soon.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-07-20
- Comments
-
Removing 10 channels with 2 days notice but can't get out of contract for 30 days.
As for broadband speed, paying for 200mbps and getting, if lucky, 40.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-08-11
- Comments
-
The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
You can call 100000 times and every time you'll received different information and bad bad communication skills. It looks like no one know what that he'll they are doing!
I'm contacting ombudsman because my problem looks like no one can resolve!
People don't take this service EVER!
I made the mistake for lower prices I've changed sky which I had for 9 years without ANY problems and I've changed to save money however this company prove to me that cheaper cost you more!
Don't use this service!!!!!!
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
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i signed initally for a 18 months contract with virgin media on Feb 2014, which end on August 2015. On Feb 2015, i decided to move the house and the virgin customer service department, mentioned that they will move the virgin services to my new address and i have to stick with Virgin untill August 2015. When i tried to cancel the contract on August 2015, i was informed that they have signed a new contract untill Feb 2016, without my concern.
i contacted the Virgin outbounds department on 06/08 and was informed that, i can end my contract with a 30 day notice, however when contacted later, they informed that i have to be with the virgin media untill Feb 2016.
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2019-03-21
- Comments
-
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
- Location
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- Location
- East Midlands
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Comments
-
Wifi is awful!! Forever having to switch it off and trying to reconnect! Definitely don't recommend...
- Location
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- Location
- epsom
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
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We arranged to install virgin broadband in 2 month advance. on day of installation service engineer called an said, sorry, I can't do it today and next appointment will in about 45 days. Now we without broadband, we cancelled our current broadband, and to order broadband from different provider we have to wait at least 30 days. We are really dissapointed. Especially our work depends on good Internet connection.
- Location
-
- Location
- Kensington
- Reviewing
- Virgin Media
- Date
- 2021-09-29
- Comments
-
One of the worst customer experiences I have ever had. I've ordered a "self-install kit" which came - 10 days late! - with a flaw (the power supply did not match the wifi hub). Despite not working, Virgin activated my account anyway and started charging me for broadband. I have spent more than 2 days on the phone with the customer service (more than 7 hours on the phone in total) and the best reply I got were that an engineer couldn't be booked until 2 weeks later. After much complaining, I was told an engineer would come the next morning, but no one showed up. I called Virgin again and was told that the engineer had contacted me twice (I have no missing calls on my phone). After this, I was told someone would contact me "within 1 hour". Three times. No one did... this went on for 3 days and I still don't have an up and running broadband service. Absolutely horrible experience. I'm obviously never using Virgin again, I have been completely disrespected as a customer.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-08
- Comments
-
Do not use this unprofessional, sad excuse for a broadband provider. Consistently awful network speed and faulty hub.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
-
Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2023-11-22
- Comments
-
Really poor customer service. No Internet in certain rooms despite it being fine to behin with. Tried contacting to get an engineer out to fix it. They didn't turn up. I rang and complained. They told me someone would call me to rearrange. Still waiting for a phone call
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-06-20
- Comments
-
Appalling Customer Service. You get directed to somewhere in India who don't have a clue of actually resolving your query.
Broadband speed is falsely over exaggerated immensely. I have not had my broadband for over 5 days, each time I get through to Virgin Customer Service Line, I am connected to someone in India who is reading a copied script of what to do etc.... Overall extremely Poor Service. If I could give Virgin a 0 rating, I would do.
- Location
-
- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2017-11-11
- Comments
-
My husband and I are customers for about 3 years from begin was everything perfect we recently changed our package just to have Internet no tv no phone line so their only free was for broadband £33 a month since that time our internet signal is just RUBBISH slowe losing connection many , many times during the day specially I would never recommend virgin Media provider to anyone and we are seriously thinking for changing the provider as soon as possible it’s just a scam
- Location
-
- Location
- Amesbury
- Reviewing
- Virgin Media
- Date
- 2014-03-12
- Comments
-
STAY WELL AWAY!!
Went with virgin media after sky paying over £120 a month for 2mb download speed from fibre optic and an on demand service that never works, the broadband is the worst very slow speeds and always cuts out, however I have tried to leave virgin because they have voided there contract by miss selling, however they will not let you leave until your contract is ran out or credit you for lack of service, there customer service is also appalling after telling them my problems every month nothing happened so I stopped paying for there service and this is where there bulling tactics come in saying you can't leave and must pay the full amount even knowing you have tried to leave and they won't let you will never go near virgin again is the worst company around and rude customer services
STAY WELL AWAY FROM THESE SHARKS!!
- Location
-
- Location
- Poole Dorset
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
-
Slow broadband speed paying for 50Mbs receiving on average 2.1 Mbs.
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2021-05-07
- Comments
-
I closed my account with Virgin and moved else where as they are too exspensive and all ways had issues with there service. My account was all paid off when I left them. Little did I know six months down the line Virgin Media didn't finalize there end and send off to Equifax that my account was settled and paid. My credit score has been impacted impacted greatly in a negative way and can't take credit out. Credit is everything these days and virgin have taken this away from me. I paid my bills on time how can this happen to a PAYING CUSTOMER!?
Customer service is none existent, their service is intermittent and ruin your credit score!
- Location
-
- Location
- Queen Street, Portsmouth
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
-
Slow connection all the time and prices keep increasing almost every three to five months.
- Location
-
- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2022-07-27
- Comments
-
Avoid at ask cost.
Over a month late to go live.
5 missed engineer visits.
Zero compensation and they charged me full price for the month I did not have Internet.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-03-11
- Comments
-
I joined them 6 months ago. Services don't work. Indian helpline completely useless. They lie and cut off calls after making u wait for 30+min. Comolisn process even worse
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2023-12-18
- Comments
-
Avoid and save yourself an absolute nightmare. Awful customer service. Impossible to communicate with them as they never answer emails or leave you on hold for ages. Rubbish service. Total conmen. End up with threatening emails about credit rating. Avoid avoid avoid.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-22
- Comments
-
I have used sky and ee broadband for years because house i lived in didnt have fiber optic option. they were slow but reliable. i have virgin for the first time in new home and i am so regretting my decision to go with virgin. totally unreliable broadband connection and mostly the customer service sucks very rude and unprofessional staff....all i can do complaint for a year...to others please do not go with virgin its a lie that you get 100 mbps speed I was told i get 100 mbps only if i use ethernet cable who the hack uses ethernet cable now a days total rubbish...
- Location
-
- Location
- coatbridge
- Reviewing
- Virgin Media
- Date
- 2009-09-28
- Comments
-
just dont seem to be getting any help and have had to take 3 days off work
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-03-31
- Comments
-
Avoid please ! In less than two months I had 4 technical problems 3 with the landline and one the broadband. Each time I had to wait few days for an engineer to come and have a look. Also the internet connection is the worst I've ever had ! At least 2 times a day I have to switch on and off the hub . Not recommended ! Another minus the staff is always rude it doesn't matter if I go in the store or I'm on the phone with them the rudeness is over the limit !
- Location
-
- Location
- Sn21pp
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
-
I wouldn't recommend to anyone there costumer services there rude they always lie and twist things there internet is so poor its always down and there TV packages are through the roof we are leaving them after being with them for 6 years they are rude rude and more rude just won't your money for a crap service
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-01-12
- Comments
-
Absolutely appalling service.
Call centre agents rude, disinterested, manipulative and ignorant. Complaints dismissed. Attempted to charge me for no service whatsoever (85 installation, 64 final bill) even though I cancelled in cooling off period.
Worst service I've ever received after EDF
- 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.