4,684 Customer Reviews over 118 pages
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- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2017-06-15
- Comments
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When I decided to leave Virgin Media because of previous reliability problems, staff offered (4 years Loyalty offer) me a deal £2 p/m dearer then it’s available to new customers online. Staff is trained to lie and defend them self. Stay away from Virgin Media if you can.
- Location
-
- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2022-04-05
- Comments
-
Due no loyalty and price increases I moved to another supplier.. at the time I was assured that I could take my email to the other supplier. However after 3 months I was told by virgin media that the email belonged to them and I could not use it as I am not with them. I had the email 20years before I joined virgin media. Horrible company do not join .. be warned
- Location
-
- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
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Virgin media's customer service sucks. I'll advice anybody looking for Virgin to look at other providers. In particular their billing and payment, they will pile up arbitrary charges and then use terms and conditions to nail you.
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
-
my internet drops out most days and I need to reset the router. customer service is the worst I have ever known and my speed is around 10% of the advertised spree most of the time. its socking bad.
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2022-08-31
- Comments
-
Honestly, this company has given me mental health problems. I don't know if trustpilot will allow me to write as much as I need to write!
I have been with Virgin for a lot of years under three different contracts. I would say around 15 years.
Every 4 months they up the price and I have to call to have it lowered. They use this opportunity to get me to add just a couple of pounds a month onto the contract as a lesser evil to the massive price hike. They then do the same at the end of the contract but they almost double the price so that they can add an extra fiver. These conversations are the most stress inducing conversations I have ever encountered with any company, they are horrendous. I have mental health problems almost every time I hear from this company as it is almost always an argument to get my prices lowered. I honestly can't express how horrible this company is, they are manipulative and use dirty tactics to steal from the consumer.
I just got off my final call with them and I have terminated my contract (As they wanted to add £10 to my monthly contract and wouldn't budge). I was told by the nice sounding geordie on the other end of the phone that the company has to make profits and that they will always raise the price of your contract. I pointed out the record profits of virgin media and asked why these weren't passed onto the consumer, he said that is just how companies work.
I do not want to be part of an organisation that makes record profits and still charge their consumer more money based on the cost of living going up. Surely the cost of living is an issue for us??? The CONSUMER!!!!
Worst company ever.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2018-06-09
- Comments
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What a dreadful company. It is our 6th time that we have been unable to access many of the normal channels because we are seemingly 'not authorised' to watch certain channels including BBC4!!
Their help line was unable to help. However they booked a technician to arrive between 8 and 12 today, Guess what....they didn't arrive and could not even be bothered to call me.
It is time to move onto a new, more responsive, media supplier.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2023-04-24
- Comments
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Overall fast enough for my needs but everything else is a huge letdown. Being rewarded for loyalty with higher prices than new customers to not being entitled to newest hardware because it's reserved for the new customers.
My advice is to either avoid or not to get attached- use it and bin it when contract ends.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2022-02-01
- Comments
-
Just wasted 50 minutes on the phone trying to cancel my contract as they rose the price by £3.00.
Nobody picking up the phone.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2015-01-03
- Comments
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I've tried to explore the cost of switching to Virgin for TV/Broadband/Phone services but their website simply fails to function at all. Judging by the reviews on this site, it has probably saved a great deal of pain and hassle.
I'm sticking with Sky who have offered excellent service over 20 years. I just wish they'd stop increasing their prices!
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2019-09-26
- Comments
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Awful. 5 weeks, two installations cancelled the day before they were due to happen, terrible customer service, and a 'free' dongle that it turned out I'd need to pay for AND take another contract out for (which would have meant a second credit check). I've cancelled. Terrible.
- Location
-
- Location
- norwich
- Reviewing
- Virgin Media
- Date
- 2017-05-03
- Comments
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Over selling packages, capping UPLOAD SPEEDS and DOWNLOAD speeds during peak hours due to a weak network infrastructure, customer service are underqualified and poorly trained, Hub 3 can't portforward or open ports which makes gaming a living nightmare and uploading frames. Virgin need to upgrade the network with more lines, servers, switches and routers and compensate customers with 50% off a years package.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2015-05-12
- Comments
-
I've been a Virgin customer as a student for almost three years now. The first two years in my first student house the internet was generally ok, although you often had to wait for it to buffer a bit when streaming downstairs. I presume this was due to being generally further away from the router which was upstairs. However 4 of us could stream at once.
However it was at my new house that the real problems started. First a few weeks in and Virgin cut us off without warning. Then a week after getting the internet back (in January 2015) it suddenly became unreliable- I get disconnected quite frequently now meaning trying to watch a programme or look things up can be impossible at times. I've tried phoning and Virgin said they had fixed the problem but clearly haven't because its still happening. That said when it works up here it is pretty quick.
The internet downstairs, despite being nearer the router, is shockingly slow at all times so you can forget streaming there.
Funny thing is my Dad switched to Virgin recently and I don't have any problems at his.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
-
Totally rubbish! Would not recommend to anyone!
Myself and my husband both lost our stay at home work from home jobs because they kept cutting our services. After ringing and explaining the situation they still cut the services!
Very very very poor customer services!
- Location
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- Location
- NORWICH
- Reviewing
- Virgin Media
- Date
- 2022-02-16
- Comments
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I paid my full old bill of £93 more than 10 days before (2 February), £78 paid and £15 of wrong late payment fee scrapped, then change my contract for a new 18 months contract of £23 instead of £39 before as I cancelled some TV and landline phone services, all starting on 3rd February
BUT STILL I AM REQUESTED TO PAY MY £93 OLD FULL BILL ALREADY PAID with a new threat of 7.50 late payment fee AND STILL I AM ASKED TO PAY THE £39 MONTHLY INSTEAD OF THE NEW £23 AGREED CONTRACT!!!
And this, even after having called them 2 days ago again, spike to 4 different services during more than 1 hour and promised that it has been amended and that a manager would call me..
Virgin Media should stop using their Indian calling center. Useless
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
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The technical aspect of the broadband was OK, I had no complaints. However things got complicated when I moved house and try to cancel. I was charged an extra four months after asking for my contract cancellation, it was two yeas ago, I never got that money back even after contacting customer support at least five time. On top of that, the guy I talked to when cancelling my broadband put me on a monthly mobile phone contract while I ask for a pay as you go contract at that time.
Conclusion: stay away from Virgin Media if you want to avoid nasty surprise when they can direct-debit you in all impunity...
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2022-09-07
- Comments
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terrible customer service , if you want to leave .
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2018-02-15
- Comments
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Slow hand clap for those in charge of customer service - they have messed up my business line installation and I now have no working service for my company - they are thicker than a whale omelet and don't answer the phone for support - expect 30 mins of call waiting at cost every time you call to try and get it sorted - no email support....
- Location
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- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2020-10-17
- Comments
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Helen was very helpful, had to wait a bit for a phone call but service is great
- Location
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- Location
- Nottig Hill - london
- Reviewing
- Virgin Media
- Date
- 2018-05-16
- Comments
-
After unreliable experience w BT i switched to virgin over a year ago. At the beginning we were all v impressed. But in the last few months it has vecome very unreliable and it has slowed done too.. Some days we will have outages up to 5 times a day. In the past 10 days it has been a nightmare. First there was an area fault, then after waiting for several days an engineer came and reinstalled the whole thing. Adter that it beca,d more erratic. Today it stoped workimg altogether. The call center told me there was no equipment registered. It ‘only’ took 3 calls..... i am now waiting... unfortunatley the 2 other providers i want are not in thus area. Do not get virgin!
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-07-24
- Comments
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So my internet doesn’t always work 100% but there are no real problems. Today I get a call from virgin media with the fastest speaker in the world and a different accent. Thankfully I payed attention. With just a few yes’s I would’ve opted to an additional 7.99 on my bill. I pay for 100mb broadband speed. If I had any issues I’d let virgin media know. She also said yes on my behalf for so many important statements. I wish I could describe how manipulative they are. Not a happy first time broadband customer. As soon as I said I’d like no additional charges on my bill I was getting nothing for free and a sudden (angry) change in tone. It was almost like a test. Made me really doubt my worth as a customer.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-17
- Comments
-
Crap completely crap all of it they disconnect my services everyweek for something as daft as 1 pound I have asked you leave and are saying my services have to b connected to cancel
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-06
- Comments
-
Nothing but problems. Broadband disconnects randomly for long periods. Speed is slower than sloth at busy times.
Customer service is non-existent only when we come to move house do they suddenly up their game. When they find out Virgin aren't where we are moving to, they offer this "third-party" service, who try to hard sell their package to us, and who keep calling and won't leave us alone. Lucky we only gave them the land-line number which is due for disconnection on Friday as part of our move.
Advice here - DO NOT sign up to Virgin.
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- Virgin Media
- Date
- 2022-07-24
- Comments
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Fees doubled after contract and they were hanging on with teeth and nails when I told them to cancel it, simply just not taking no for an answer. Awful. Steer clear.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-06-13
- Comments
-
Extremely satisfied with the speed, customer service and reliability of Virgin Media, especially since the free 'VIVID' upgrade to 'Up to 150 Mbps' recently. The new SuperHub router is extremely reliable and has excellent signal strength so I get the full speed of the connection (usually in excess of the 150 Mbps headline speed) even in my office, several rooms away from the router.
Customer service via the social media team and the online chat are always quick and helpful, I haven't needed to resort to phone-based support since this was added.
I'm also very happy with my M+ TV package, especially as new channels like FOX and Sky Arts keep being added. The TiVo box is fantastic. I wish that more of the high numbered channels like Universal and Syfy would have subtitles on their TV shows, but I understand that this is the channel's fault and that the same is true on Sky.
I've only dropped one star from my Satisfaction score because of the regular slight increases in price, but as the product has consistently improved over the years, it's hard to argue that I'm not getting value for money. Nonetheless, I would definitely recommend Virgin Media.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-03-25
- Comments
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Absolutely terrible, disgusting customer service, I cancelled in February 2016 after appalling service with Broadband, was told when I was cancelling they would send an Engineer out, too little too late, I complained about broadband on so many occasions and was told I would be refunded because of poor broadband services, but I have never received any refund, I have been a loyal customer for many years, starting with Diamond Cable and then NTL incidentally never had trouble with them, but Virgin Media 'there are no words to describe them' no wonder Mr. Richard Branson is a rich man. i am personally going to write to him but I know the letter will be ignored.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-09-13
- Comments
-
AVOID!!!! NEVER USE VIRGIN MEDIA!!!
Rubbish Internet speeds, I rang up to get this fixed but nothing changed so I want to cancel. I have tried numerous times to get through to cancel, but I keep getting put on hold, hung up on or transfered to departments that don't deal with cancellations.
There's no way to email them to cancel it all has to be done on the phone and they make it impossible to get through.
Shocking company and the worst customer service I have ever encountered.
AVOID!!!!!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-05-11
- Comments
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Big mistake when contracted with VM, I suffer headaches with them from April 2016 to May 2017, even I asked to cancel the contract, suspend the service but they continue provide me with very low speed broadband. Not recommended, they sell 10MB/sec for the price Fiber 50MB/sec.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-05-07
- Comments
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The product itself is not bad at all. The customer service however is dire. They constantly ring you to "upgrade" you with a new offer so the bill goes up and up. When you ever need to ring the customer services department you wait for hours to speak to a person that doesn't speak English well to go round in circles, not get your problem solved and leave the conversation with the same problem but waves of rage to accompany it. I've even waited 35 minutes after selecting options to get to the cancellation team to be told its the wrong team despite the options and there's a further 30 minute wait to speak to the right person. Even cancelling it is absolutely ridiculous. Wouldn't touch it again with a 10 foot barge pole.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2019-09-25
- Comments
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just got 100mb line been with them 5 years I phoned them up needing a new box because the old one has started to breakdown the customer service passed me from pillar to post to get told i cant have a new box the customer service is appalling will be going elsewhere ASAP
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-11-14
- Comments
-
Live in Nottingham. Broadband been off since yesterday spoke to someone after waiting for 40 minutes no explanation why it’s down and no compensation what so ever!! Also this isn’t the first time it’s happened virgin are always having issues and we receive no warning or explanation every time. Sky here we come!!!!
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-06
- Comments
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great download speed that goes up to 120mb when I only have 50mb contract but it also goes down to 1.75 mb at the same time which is the problem. They don't offer a stable connection which is terrible if you play games online or watch 1080p streams. Also when you report a problem you end up talking to a robot rather then a person which is quite stressful when you don't know what's going on
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-03-02
- Comments
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Broadband not as fast as they state & sales offer deals which they will not honour. Been with them for years but not for much longer.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-05
- Comments
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Absolutely appalling customer service! When we were moving from our previous property back home with parents who already had a virgin account. We simply wanted to have the two separate accounts be billed to the same house, which the first lady we contacted told us she had arranged for us. A few weeks later, a man rang and asked us where we were moving to because someone else was trying to set up a virgin account in our property, which is when we found out that the first lady didn't actually set up for our account to be moved at all. The man then advised us that we could cancel our parents' virgin account because they were no longer in a contract, and we all agreed that would be a good idea. Once this was agreed by all parties, a representative rang our parents, was very rude and refused to share any information about our account, meaning that we couldn't set up for our account to be moved at all. Finally, we gave up and moved our tv and internet package over separately, keeping the parents' package too, assuming this would be the easiest path, but no. Instead Virgin simply cancelled our account (not our parents') and issued us a £250 bill. Surely what we were asking to do in the first place wasn't that difficult?! Would not recommend this company to anyone.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
-
Customer service if you have a problem or every 6 months when they put your bill up is dreadful. You will be spending hours of your life on hold. Worst customer service of any of the providers I've been with.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2021-01-05
- Comments
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I have been trying to get this company to fix my internet fir nearly a month. They keep fobbing me off with excuses as to why the service is not working and none seem reasonable for a company as large as this one.
I use an app called nextdoor neighborhood or something like that. And it allows the community to stay in touch and commincate issues between us. It appears several people in my area suffer the same issues..
I phone them to report things and just get through to people working from home with no ability to do anything. When you do get to speak to someone. You either get fibbed off or the phone line will go dead when put in hold to contact supervisors or engineers.
I can not recommend anyone use this company at the moment, even though it is difficult in this country to find alternatives due to lack of general investment into our internet backbone from companies and governments alike
Update 5/1/21
Been back InTouch with this company today. Issues still not resolved and made to feel as if i am being blamed for issues i am suffering. And that during this pandemic i should make allowances for this and just out up with it.
They also decided to increase my bill during this period and almost doubling the cost whilst supplying an inferior service.
I would suggest to everyone to find a different supplier. We all need to start using yhe smaller services and let these big boys go bust or get close to it. They may start improving their systems. I am going from 200mg (intermittently) which is far more than needed to a 56mg connection with plusnet that is a permanent stream. Please all be aware you do not need huge download speeds. Most media apps only use 4mg maximum. 200 mg is meant for multiple use household where there are more than 10 people.
Each person only need a maximum of 10mg unless gaming or downloading huge files.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-04-15
- Comments
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Although that I am satisfied with their broadband speed, but I am totally upset with their customer service. I started my contract after a recommendation from a friend as they promised to add 50 pound to my account. and after three months, they claimed that there is no prove to do that and refuse to do it. I have talked with customer service for several times and all of them assured that I am eligible for it expect the manager who said that I am not and claimed that I have been given a wrong information. I sent them an email regarding this and they still refuse to do it.
I will never renew my contract with virgin media, or advice any to do.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-06-24
- Comments
-
Had to come away from virgin media on principle. My wife and I have been with ntl which then became virgin for 12 years. My Mum had been with them for 9. Because her health was deteriorating we had to move her from her flat to a bungalow which necessitated restarting a 12 month contract, unfortunately she has spent 5 of the last six months in hospital and last month we we called in to the ward in the middle of the night. Things progressed down hill and we were called in again to say that Mum at 87 is dying and we were offered a choice of hospis or a few select care homes who are able to provide this end of life care. Despite offering them proof from the place she is, and telling them they were welcome to contact the hospital. They have refused to wave the £115 early cancellation fee. I have spent hours talking over the phone to them and despite me asking for all calls to be recorded they are only able to find calls that suit them. I feel gutted. It's not the money so much as I can't believe they are behaving like this. All this is true and to any in doubt I give them the opportunity to request the recorded calls, that's if they haven't lost them
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-09-03
- Comments
-
Personal experience has been excellent. They have offered me a very competitive continuation package (following the 12minth introductory) and rectified a complaint I had over the bill transition period.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-03-05
- Comments
-
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
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-25
- Comments
-
Please stay away at all costs. We’re paying £36 a month promising speed of up to 120mbs, yet we’re recieving not even a fraction. They then have the audacity to bump up the price to £39 a month. If you’re a student stay away.
- 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.