4,684 Customer Reviews over 118 pages
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2017-05-26
- Comments
-
New cust and already having issues, Day1 and box dosent work and wifi signal is so weak my old plusnet that was faulty puts it to shame, the installer told me its the best hub on the market and it will reach to the bottom of my garden, yeah right wont even reach into the next room. tv keeps freezing internet keeps lagging and engineer left a mess after install outside. I moved to virgin as open reach refuse to fix the damaged cable to my house. I was better off before as virgin is terrible. Why can I get other peoples virgin wifi in my house with 3 bars and cant even get my own wifi to go above 2 bars. What a joke!!!! If they don't fix it looks like Ofcom will be getting a call.
UPDATE
Well 4 days went by and still no call even after someone emailed the manager. Now someone turned up. He says he was a supervisor. I wasn't born yesterday. He was an engineer. I started explaining and his manager called. He answered and just started to talk to him a d ignored me. Very rude. Anyway the promises of a manager still have not happened. Also custiner services said they would call me back to make sure the manager called me. What a surprise they never did. I Left the brick under my window that the engineer wedged was missing. Funny that I left that they're and took a photo. Now the so called supervisor said well it's not there anymore. He didn't believe me. It looks like he removed it before he knocked the door as it was there earlier in the day.
I will now be contacting ofcom. Mr Branson you should be ashamed of having people like this working for you. What a complete joke and I've only been a customer 1 week.
- Location
-
- Location
- Rochdale
- Reviewing
- Virgin Media
- Date
- 2017-09-07
- Comments
-
Hi, this company just have a name, i m paying £35 per month for 150mgb , I check my seed every day it's just 20mgb to 40mgb never seen more than that, I ring 10 time to virgin media from last two month, every time I ring I have to spend more than 1 hours for setup still get nothing, finally I decide to leave virgin media,poor customer service, waste your time, bye
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
-
I would give 0 starts if i could !!! DO NOT GO WITH VIRGIN NEVER. I have been waiting 40 days for few different teams of engineers to come and do the wiring and set up my broadband. The first that came didnt want to do any job they took pictures and left . Then the company told me they will send me the best one . And again i took a day off and wait that guy the whole day . He came 7:20 pm told me its very big job and he dont want to stay untill late so he took pictures and he left. The customer support team also is transfering me between different operators so i didnt get any support at all. they dont want even to terminate my contract . STRONGLY RECOMMEND TO AVOID VIRGIN !!!!!!!!
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-16
- Comments
-
If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2021-10-06
- Comments
-
Broadband cuts out every day and is no where near the advertised speed. I'm bored of spending hours of my life on the phone, half of it passing the same long winded security checks to then get no help with the terrible broadband service provided. I recommend you NEVER ever use Virgin Media. It is by far the worst provider I have ever dealt with, and they have the worst broadband despite their bold lies. If you are being locked in a contract with them and you want to leave early, check your consumer rights
- Location
-
- Location
- Kensington London
- Reviewing
- Virgin Media
- Date
- 2022-11-04
- Comments
-
One month with no internet and no one answer customer service
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2020-04-27
- Comments
-
Utter crap. Been struggling with the most basic of things such as emails ect, never mind streaming video. Checked my speeds every day for two months and I'm lucky to get 3 mbps. Paying for 100 mbps. I give up, I'd rather go somewhere else and get 50mbps constantly than put up with all this super fast fiber crap that virgin can't deliver. Very long time customer and disappointed for a long time. Bye bye virgin, never shall you be a problem again.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2018-03-30
- Comments
-
Virgin Media disappointement. Was offered fifty pounds credit on my account by sales team but it was not applied. Called customer service today and they refused to credit me. They also did not take details of the complaint, refused to speak to the sales advisor that offered it (even though I had her direct number), refused to listen to call recording and refused to put me through to the cancellation team, telling me to ring back. So this is my first experience of Virgin Media customer services. Even if I cancel l am going to have to pay that extra fifty quid and the rest. So what now? I looked up how to complain and it tells me to call them- like I have already tried! I tried the direct line of the person who offered the credit but she isn't working today. So they got my business with empty promises and now I am out of pocket.
So if offered credit to switch to Virgin Media don't do it folks!!! Their offers of credit are literally worthless! Seriously, if like me the offer of the account credit is what makes them more competitive, (and you expect actual customer service from your service provider) don't do it, don't switch to Virgin Media
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
-
Virgin has been a nightmare from the beginning. My broadband was dropping off 3 to 6 times a day, I have called virgin they said that it was an issue with the street and couldn't do anything about it. The TV box was really small, everything was bad.
Then they decided to increase the price of my package but I could cancel with no fees if I wanted to (a per their email). So I have decided to cancel, I called them on 16th September, the person was very helpful and told me that it will be cancelled in a month. I got charged on the 6th October for the full amount of a normal month (ok with that) then I received a letter crediting me for the extra money I have paid as I have paid for a full month but should have been charged only until the 16th + they added termination fees of £172. i contacted their customer service, I had a very helpful person who said that it will be fixed and I will received a personal cheque with the credited amount. Unfortunately that did not work and I have received another bill for the previous amount including the termination fees. I called again and I a very unhelpful person who did not understand they owned me a credit so she wanted to do a credit of what I thought I owned them but not give me back my first credit... long story short, she couldn't understand so I gave up, calling twice in 1 week i a bit too much for me. After hanging off, I realised that it was really unfair and that if they do that do me a relatively young person, who do older people manage if they don't understand their bill. I thought Virgin is a big enough company to not steal from their customers so I have decided to be brave and call again. This time the person tells me that I should be charged the termination fees... this time it is too much for me and I will write a letter to the headquarter. Awful experience from start to finish. thanks Virgin Media
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-17
- Comments
-
Would give 0 stars if an option. Personal experience is that Virgin Media service was terrible. Hard to get reliable internet service. Customer service even worse. Never do what they promise and then try to send bills after disconnection for services you didn’t receive. Hours spent on the phone to them and never get anywhere. They have now agreed that final bill was raised in error but have still passed my account to a collector called BPO who I now have to persuade that Virgin Media have raised the bill in error. Seems strange that so much effort os spent trying to convince customers that leave to return rather than providing a good service / customer service while they are still a customer. In short, Just use another provider - Probably obvious based on all of the other terrible reviews.
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2012-03-10
- Comments
-
when they say virgin media is best provider then they are lying to you. first few months you will be smiling while serfing the web or playing games online. after 2 or 3 months later you wil forget when you last smiled. when you call them and complain , speed go back to normal as promised, after few min later it goes back to crap again.
if you thinking to join , go and ask people in your street first about virginmedia, ask only those who play online games they wil tel you better.
lost conection, crapy speed, reset conection every min, speed jumps to high low every single min, only 1 or 2 hour of good speed in early morning.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-10-02
- Comments
-
Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
- Location
-
- Location
- Tynemouth
- Reviewing
- Virgin Media
- Date
- 2018-12-29
- Comments
-
Been with bt no problem same speed better had virgin for years complete waste of time virgin are a bunch of robbers also can't understand virgin workers ringing up after ended contract be warned stay well clear of them
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-03-11
- Comments
-
This is the worst company I have ever been unfortunate enough to encounter.
There is no communication between departments and you often have to contact them repeatedly in order for them to fufil services paid for or promised in (often countless previous) conversations.
They do not adhere to original contract and appear to change your contract without permission and often at a great cost to customers. This company is ethically and morally bankrupt - avoid at all costs. I would have given no stars for overall service and customer service but there was no option for this.
- Location
-
- Location
- Maidstone
- Reviewing
- Virgin Media
- Date
- 2022-02-03
- Comments
-
TO ALL PEOPLE WHO MAY WANT TO BECOME A VIRGIN CUSTOMER!!!
Please be very very careful with that organisation of FRAUDSTERS.
If you want to cancel the contract you will not be able to do so!!!
I’m a customer of Virgin over 10 years and now decided to cancel the contract.
UNFORTUNATELY THERE IS NO CHANCE TO DO SO BECAUSE THOSE CHEATS EITHER NOT ANSWER THE PHONE OR HANGING THE PHONE DOWN ON THE MIDDLE OF REQUEST.
So in very simple words that organisation simply breaching all possible consumer rights and forcing you to stay with them as you have no chance to cancel your contract.
Me and my wife spent hours and days on the phone but they simply not dealing with our cancellation request.
PEOPLE BE VERY CAREFUL WITH THOSE FRAUDSTERS!!
We now cancelled our direct debit as this is only the way to get rid of them and also will make a complaint to Financial Ombudsman.
Do not take any contract with them because if you will than it will be forever
AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID AVOID
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
-
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
-
- Location
- Turvey
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
-
Awful. Just awful. Their customer service is hideous- called to let them know I'd moved, they don't supply to our new location. Agent I spoke to was rude and sarcastic, they then put their "manager" on the line who thought got it was appropriate to laugh at my dilemma. Sent a letter via recorded delivery to resolve the matter, never received a response. Gave up (more fool me), paid to close my account and despite their claiming my account was on hold whilst we discussed my case, I find virgin have now added a default to my credit score. I will never use any Virgin product or service again and would discourage anyone from using their services. Unprofessional bunch of scammers.
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2017-04-05
- Comments
-
very bad customer service
slow broadband
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-09-16
- Comments
-
Total rubbish
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2014-09-21
- Comments
-
Very poor, been with them, since before they got their hands on the system. (Blueyonder/NTL etc).
Price going up and up, service quality going down and down.
Avoid, they try to con you into new contracts without clearly informing you.
I suggest that you look elsewhere, their system is way over subscribed, and they are not interested in long standing customers, they are only interested in signing up new customers.
I am supposed to be on 100mb, not even seen half of that in at least 6 months, and usually get less than a quarter of that, and sometimes only get around 2-5mb.
Branson can swivel, and take his p1$$ poor internet/tv company with him.
- Location
-
- Location
- North Lanarkshire
- Reviewing
- Virgin Media
- Date
- 2018-12-19
- Comments
-
They sign you up under false pretences regarding the installation days. They promise to waiver fee and don't.
The service center lie about setup and promise to call back..
The call is made and there are no notes on your file regarding what they promise.
Poor poor service. Why would anyone ever want to sign up to these liars!
Disgusted with their whole attitude and service .
- Location
-
- Location
- Burnham on sea
- Reviewing
- Virgin Media
- Date
- 2021-10-16
- Comments
-
I will NEVER buy anything to do with virgin media ever again. After work was carried out in my road to get us connected to fibre broadband through avonline company employed by virgin media my car got scratched as they had used it as a barrier between their barriers. I have photos of the site foreman barging past my car, work men with machinery next to my car. On witnessing all this going on I moved the car and spotted the damage. After bringing it to virgin media’s attention they refused to pay for the damage. Vile company and clearly don’t care as they don’t take responsibility for the actions of their contractors
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-09-16
- Comments
-
Poor quality equipment, poor quality customer service, long waiting times for engineers to come and fix problems, overpriced. Stay away.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-11-06
- Comments
-
I'm writing on behalf of my 92 year old mother who Virgin Media have just screwed for £160+ cancellation charges. If you're considering using them, you should anticipate not just the poor technical performance for which they are infamous, but also that they treat any attempt to escape their craven, greedy clutches as a profit centre. Don't be deceived by the glamorous marketing. They are a truly vile company.
- Location
-
- Location
- Ws4 1dp
- Reviewing
- Virgin Media
- Date
- 2020-06-27
- Comments
-
O way to contact customer resolution team do not follow their complaints policy told they cannot provide broadband to the contract but pay £8.50 extra to get it to work better disgusting customer service
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
-
AVOID IT! I tried to be patient but I had no connection or poor connection at least once a month. Last time it was about 2 weeks. I need to call them and I am asked any questions by anyone I talk to and it takes usually 15-20 min. But still, for most of the times, I have my problem unsolved immediately. I can say it is the worst company I ever met. Never again.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2018-02-08
- Comments
-
I rang virgin media's customer services in November to ask about leaving as I will be moving out soon.
The lady I spoke to was rude and wasn't willing to help and was aggressive towards me.
I asked for her supervisor at this point but she just shouted at me and said she will cancel my contract, I told her I didn't need to at the moment in time as I was just enquiring and she kept on being aggressive so I told her I was putting the phone down and I do not want my account to be cancelled as I will email.
At the end of December they cut me of without my permission and have just received a letter today (08/0218) advising me that I have to pay a cancellation fee even thought I did not authorise this.
I have had to ring them again to advise them of the above and they have been so rude and aggressive over the phone.
Do not go with this company as they think it's ok to do what they like with your account.
- Location
-
- Location
- hartlepool
- Reviewing
- Virgin Media
- Date
- 2014-03-29
- Comments
-
Well where do i start, service engineers at virgin media do there best to try and convince you that virgin media is the best service.provider on the market but to be honest we know that is a pack of lies.
I used to be an engineer with virgin but have now left and work for sky.
I can tell you that the network is saturated and we had alot of cabinets that where so old that the equipment in them is so old that we had to take out of one cabinet that had been discontinued to replace the amps. Network engineers are so supposed to keep on top of the daily maintaining of the network but all theu can do is try and keep it worming as best they can as virgin have now pulled the budget yet again and there is no money for upgrades.
engineers are told to tell customers that the network is fine and the is no problems but we know different. The cab network is a mess 90% of street cabinets are full and all that happens when new customer comes on board is they use a splitter in the cab to share the power down the rg11 or rg6 cable to your house. And to be honest unless you are top tap port in the cabinet you are go to have problems.
And all that will happen is another engineer will come out and just swap the tap over to another port whicb means they take someone off service and put yours on there tap port simpme job done and when they do red tools test it comes back with green no one knows any different.
engineers are hit on a monthly basis with massive under achievable kpi,s which then helps the company claw money back from engineers.
and this is just a tip of the iceberg of what afm,s tell there engineer,s to make sure they get pass results and also bully the engineers into making sure they get 10 out of 10 on nps scores from customers.
i feel sorry for anyone who is with virgin media now and this will only get worse my advice would be tv with sky and fibre broadband from BT i have had BT in for year now and constantly get 84mbits and not dropped off once
- Location
-
- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2015-06-08
- Comments
-
Moved from 30MB (which was stable) to new 50MB which is now very unstable. Lots of Marketing hype, but very poor service delivery. This is not a technical issue but a Contention issue! Not enough bandwidth for each customer. Don't blame the Virgin brand...blame the new owners LIBERTY GLOBAL (USA)....complain to them as they hide in the shadow of the Virgin brand. IMHO - They are squeezing out profit from their new Virgin acquisition at the expense of the customers, hence why they now have an awful service!! Feel sorry for the operational personnel as they are not empowered to help customers and with limited technical availability to assist them...must be awful for them too. It won't get better until customers complain to Liberty Global directly and show disdain for their service delivery. Moan at their company not Virgin, which is just a brand name
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-10-14
- Comments
-
Slow, unrealiable, costly. I have used Virgin internet connections around the country and it's the same story everywhere. Terrible - pay the bit extra and get BT, a lot better.
- Location
-
- Location
- Troon, Scotland
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
-
Virgin cabled my street a year ago. Their box is in my garden.
My installation date was agreed as Saturday 8am - 1pm. At 3pm they called to say it wouldn't be happening because they didn't have a permit from the council, and the council isn't open Saturdays.
Also, the cabling company do not work Sundays or Mondays.
They couldn't give me a new date or time, but I was advised to call back on Tuesday 8am. Called 3 times throughout the day. It's now 4pm and no information available for me.
Nobody is in charge, and nobody cares. Can't tell me when it might be installed. The worst possible start for a customer who signed up for the maximum bundle + 300Mb broadband. Currently I have no TV and no Broadband provider, as Sky and BT quite competently cut me off as agreed yesterday :(
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-05-13
- Comments
-
THE WORST INTERNET PROVIDER!
Terrible experience with them.
I am tired of calling them to solve the problem and they just move on. Internet keeps dropping and it’s impossible to have any type of meeting from home.
Do not recommend. Terrible service, will be changing for sure.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2024-01-16
- Comments
-
Do not trust the sales pitch
Avoid this company at all cost .Do not angree to anything until you have check what you are agreeing to .
Everything about this company is very deceptive and They will lie and mislead you and hit you with hidden charges and double bill you when you upgrade . I specifically asked if I would be double billed or if there was any hidden cost numerous times I couldn’t be any clearer and told no and the amount I will be billed . I got sent a message to confirm the agreement also very deceptive and misleading with the layout ,
Tried to bill me double what was agreed I had already explained I couldn’t afford any hidden charges or a double over the phone .they couldn’t care less .This would have left me in finances hardship next month .
I’m sure I’m not the only one who they have mislead
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-10-24
- Comments
-
AVOID IT! I tried to be patient but I had no connection or poor connection at least once a month. Last time it was about 2 weeks. I need to call them and I am asked any questions by anyone I talk to and it takes usually 15-20 min. But still, for most of the times, I have my problem unsolved immediately. I can say it is the worst company I ever met. Never again.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-02-08
- Comments
-
On the wc 29th Jan 2018, I purchased a broadband service from virgin media, with an agreed 15th Feb installation date. on the 8th Feb, I receive a call stating that there had been a problem and that not only they could not honour the installation date agreement, they also could not confirm a date by which they could proceed with the installation and would only be able to confirm a date in 5 working days. I asked to speak to a manager but was told that one was not available and that one would call me back in 1 hr. Two hrs passed and no one called. I called them again, a PREMIUM number, and they passed me through 2 different departments before coming back to me with the same: no date can be confirmed.
Keeping in mind that I am a NEW client, how lousy can a company pride themselves to be? How arrogant and incompetent can you that you act as if you can mess around clients like this without any repercussion to your brand?
Absolutely useless. Cannot recommend in any way shape or form.
- Location
-
- Location
- Blackpool
- Reviewing
- Virgin Media
- Date
- 2014-12-14
- Comments
-
I thought virgin media was a good , large company that was well established and would provide a brilliant broadband service. We could have got a cheaper package from other companies but we thought virgin media would be best.
How wrong we're we.
Broadband is so unreliable, goes off all the time and keeps disconnecting. Had a new router sent out to us and two engineer visits but it still doesn't work as it should.
After complaining to Virgin we have been told that Virgin say in their terms and conditions that the wireless internet is not guaranteed. They only guarantee. Wired internet connection.
Who in 2014 wants their iPad, laptop etc connected by a wire to the internet. Everyone wants and rightly so their home internet to be wifi.
- Location
-
- Location
- bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-07-22
- Comments
-
I would never recommend anyone to use virgin business. I agreed to move fro BT to virgin because there was no superfast broadband yet in my area apart from virgin. So signed up for phone line and 152mb broadband. Was given a install date and took the day off work by 4.00pm no engineer so i called virgin and to my amazement they told me a engineer will not be coming now. if i had not called them i would have never known. So told them to cancell everything. They are totally incompetent and organised. Dont touch them
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2017-08-25
- Comments
-
Rubbish service, even worse customer service. watch them too as they like to rob you where you can. Always passing you around and you can never deal with just one person so nothing ever gets solved. or one person sorts and promises one thing then another takes it away! absolute bobbah
- Location
-
- Location
- Epsom
- Reviewing
- Virgin Media
- Date
- 2017-09-21
- Comments
-
Do not use Virgin Media. I have used it for 4 years and it's always been a drag, but recently it's gotten so bad that I have had to change. For up to 3 or 4 days in a row the broadband will go down, and the customer service is horrific - all they do is tell you excuses and give small refunds here and there. But then I contacted Ofcom and realised there were in breach of contract for not supplying what I was paying for and I got out of the contract without having to pay the cancellation fee. Don't let them bully you into staying on if they are in breach, which they are in my case. The speeds never were at what they were supposed to be on site speed tests and almost daily the internet would go down for a few minutes here and there. Totally unreliable and useless service.
- Location
-
- Location
- Wlatham cross
- Reviewing
- Virgin Media
- Date
- 2012-03-19
- Comments
-
I am supposed to have 10 meg broadband. Every time I try to download a film from iTunes - the line is throttled. Right now Monday lunch time my broadband speed is 1.25 meg. However, this problem only happens with films from iTunes. Is it that Virgin don't like competition?
- 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.