4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-29
- Comments
-
Awful. Failed to process a transfer and took direct debits for 4 months. Failed to provide refund for another 2 months
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-12-29
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2016-12-29
- Comments
-
surely one of the worse companies where the focus purely to make money. my fix monthly bill sore to £35 from £17/mnth...fix ???
they tend to find reasons to increase prices as opposed to most BB companies who tend to hammer down the monthly cost while trying to cover and their customer market.
I got to the point now where I decided to cancel their service where the only motive is dupe the customer out of pocket....
- Location
-
- Location
- London SE
- Reviewing
- Virgin Media
- Date
- 2016-12-28
- Comments
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3months with them...Not recommending at all...lots of constant disconnections, faults in the area, weak wifi from router, very long waiting times for engineers to come (week of waiting). Not happy at all...i should stay with my ex provider.
- Location
-
- Location
- Hounslow
- Reviewing
- Virgin Media
- Date
- 2016-12-28
- Comments
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Very Poor Reliability and customer service. working From home will not suite when you have virgin media connection becuase you never know when your connection drops and no other work around is availalbe. connection drops out frequently in My area and only a temporary fix has been placed and no full details of the issue has been provided from the help desk. Tere has been several outage in the area without any prior notice to their customer.
An ETA of one week is provided for Vigrin Engineers to fix the issue while Internet connection is Intermitent.
There is no information available at helpdesk about the root cause of the issue.
Very disappointed with the connection.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-27
- Comments
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I've been with Virgin since they were NTL. But I'm really fed up with their broadband. Flaky connection. Goes off frequently and I even paid £75 (on their advice) for a booster. Waste of money. Tv is slow too. When I ring CS I get a shed load of "sorry about that madam" but no real solution. I'm now looking for another provider. And just as I'm typing this my connection has gone so I can't submit this till it comes on. Grrrrrrr!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-25
- Comments
-
Virgin ratings based on all the things you are looking for.
Package/sales - Good
Broadband speed - Good
However as I soon came to realise the additional add ons
Automated phone system - They love to go through full background history check and pressing numbers, before you come anywhere close to get to the right department. So yes it is far too long winded and says thanks after every button you press which soon becomes a pest. So make sure your not in a rush and are patient and mentally prepare yourself for the call maybe a few stretches would be good release some tension.
Customer services - The worst on the planet full of fake answers. There favourite line is "will look into this for you and call you back" But after numerous calls I've had and the call backs I've requested I'd say a good 1/10 call you back. aswell as that you can not always understand what there saying as it's another outsource company who are given guidelines to follow who actually offer no help apart from what you already know.
Engineers - well upon installation you get advised a date which is great. So I booked a Friday off work to be told there going to be late. However 3pm they turn up due to the size of the job they couldn't start so a wasted day for myself and adios to a days annual leave. Best part is when they turn up and don't even tell you there leaving until their 30 Minutes down the road on the friday.
Sales - Sell you a great deal like £100 off your total costs. Which was said at the time your first bill and part of your 2nd bill will be free which is great news. But you guessed it I got a bill for 60 quid the first month to which i raised the issue and I was advised this will be sorted for the next 2 Months bills. I generally can't even remember their excuse that day guys sorry. However the 2nd month you guessed it I got another bill of you guessed it 60 quid after being promised this won't happen. Clearly they don't give a toss about your issue they just advise you what you want to hear. Their is clearly within Virgin obvious miscommunication between sales and customer service but after 3 months we finally came to a conclusion. I had to pay a one off fee of 70 quid and ended up getting my 100 quid by stopping the line rental for 10 months at 17.99.
They also say free Netflix for 6 months so any normal human being would think it comes free with the virgin box however doesn't tell you, you need to call them and set up your own account. Nor any paperwork giving you a guide when they sell you these deals of how to set up these add ons.
So once again I end up speaking to the customer service team to find out what code you need to do it so another military option going round the houses within virgin to find the right person to speak to before being told
To phone netflix and doing your own install with the pin they provide you.
Today CHRISTMAS DAY I might add - router stuck on green flashing lights. I phone virgin they advise there's nothing they can do so
I am stuck without wireless until the 28/12 when an engineer is available which is what I was advised. But don't worry virgin customer service gods never fail. Until I phoned back
To see if there was anything they could do over the phone as it's Christmas they said an engineers will be appearing on the 31/12???? I was just told the 28/12 so the conversation once again turned sour.
So that's me without virgin all over the festive season lucky me and thank you virgin for a great year. I hope you are making many resolutions for 2017
That's that folks you really couldn't make it up I have had it with virgin i wouldn't recommend my worst enemy to virgin I would steer clear of these shambles. Utter utter disgrace.
If any company needs a top down reshuffle and audited its this shower of pony
Regards
Tom
- Location
-
- Location
- Kingswinford
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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DO NOT USE. I am sick of Virgin media their connection sucks, sometimes it just completely drops out, I hope they lose all of their customers because they deserve none
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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Since last year customer service very very poor layers,ignorants no help at all.
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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Absolutely poor. Been getting ping over 500 since the past 5 days. Tried contacting them but the customer service never responds. It's unbearable. Can't even watch a Youtube video. 3/10 Would not recommend.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
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Rang 18months ago to cancel. Offered a deal to stay and stupidly accepted. Sraff member omitted to tell me this meant being tied in to a new contract for 12 months, or that the offer would run out after 18 months. Received the confirmation letter 3 weeks later, inc. details of a 14 day cooling off period!
We've gad TWO price increases in 8 months from Virgin and our deal price expired, resulting in a £22 proce hike for glorified freeview ( with the awful dated Tivo ) , 70mb broadband ( when it works ) and a phoneline we' ve never used.
On tge subject of the phone - we changed the number when we joined VM. Within 10mins of being connected we received a cold call for Venetian Blinds.. VM clearly selling on our details. We unplugged the phone as we were being plagued with sales calls 3-4 times a day. All on a line we don't give out the tel.no. for and asked for it to be ex-directory....
Rang VM last week and cancelled. 'Retentions' staff made no attempt to keep our custom - asked me if it was because of their price increases.
'Improvements' to our broadband service recently resulting in slower speeds and daily breaks were the final straw. Would avoid VM at all costs.
- Location
-
- Location
- Rickmasworth
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
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Virgin Media has gone downhill over the last 6-12months. Paying for 'up to' 50mb, lucky if we get 10mb.
- Location
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- Location
- Holloway
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
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So my Virgin services have been down since the 10th, I've had 2 technicians come out and tell me the exact same thing; One of them even left the bear, live wires hanging out the wall. When I phoned them, they said the earliest they can get my services back up and running is (in their words) 'sometime in February.
Horrible service provider. looking for a different provider.
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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I recently moved, i had 24 hours notice and 24 hours to move in to a new home with my two month old son (council house). I called Virgin Media to transfer my broadband (fiber optic) to my new address. Virgin Media refused because they do not supply in my new area. So I had an engineer sent out from Virgin Media who notified me that Virgin Media could cable my street but would not if it wasn't profitable enough for them. Virgin Media are charging me £180> disconnect fee as a result of Virgin Media CHOOSING not to cable my new area. Somehow I am liable according to Virgin Media. I cannot find anywhere in the contract that states I am liable for moving home, for moving into an area not cabled, for cancelling my contract when Virgin Media cannot supply or are choosing not too (according to their own engineer) the service I am paying for.
Has anyone else experienced this?
The contract also states that if Virgin Media is only not liable if it is not possible to provide the service which they're own staff have confirmed is possible.
I am disgusted at the flat, rude reception I received from staff over the phone, I have been told they cannot help unless the account holder dies, that despite the contract being unspecific i am still liable, and that they EXPECT me to have remained at my previous address (which I explained when I went to the store to being the contract - was temporary accommodation).
If anyone has experienced such problems, such poor customer service, or problems with the contract stating nothing about liability of this charge please let me know. I have contacted trading standards but would appreciate any further information or anyone who has had similar problems as this will help contribute to the information I can provide Trading Standards.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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Broadband beyond awful. As people who work sometimes from home this experience has been unbearable. The wi-fi signal does not reach the next room let alone upstairs even with a wifi extender. Constantly calling Virgin is useless.Today I have been told that there is a fault but it is not scheduled to be sorted for three months even trying to access a webpage is difficult - god knows how I manage to write this review
- Location
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- Location
- Troon, Scotland
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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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
- Hampstead
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
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Avoid at all costs. Not only the slowest and most unreliable broadband but also appalling customer service. For the entire 1yr contract, the broadband was unusable during peak times - apparently due to high network utilisation. After dozens of frustrating and fruitless calls to virgin I have moved to BT. Whilst BT's customer service is equally as poor, their broadband is far superior.
- Location
-
- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2016-12-19
- Comments
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Refreshingly satisfying broadband service. Had virgin for 2 years now and apart from once I haven't experienced any issues, on the contrary the internet is super fast and the videos and movies upload within seconds. Looking at the reviews on here am genuinely shaking my head. Try sky or BT if u really want something to complain about
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-12-19
- Comments
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Have had nothing but trouble with virgin media from the day I signed up with them I was never told I had to pay a month up front with them so i run behind bet month they issue me my bill on the 20th every month and I get cut off on that date yet they no I don't get paid till the last working day of every month but yet still cut it of cause they won't change my date till the 30th....
It's a joke really...
I will be leaving and taking my custome else were now.
Even though it's Christmas they won't even do something nice and leave my services on they are cuttin them off still....
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-12-17
- Comments
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Worst move I ever made coming to them. Only with them since 26/11 and been no end of problems. Latest broaddown since power cut last night and keep changing anticipated up time. Avoid for your sanity
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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Brilliant and fast when it works…unfortunately an unacceptable proportion of the time it doesn't work or is very slow. Sometimes it will only connect to about 3 devices and won't let any more connect - not useful for a family of 5 people. Would not recommend at all.
- Location
-
- Location
- Leamington Spa
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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Installer left over 6 feet of excess cable tucked under neighbours fence, it took about a month to get this fixed by cutting the excess out and burying the joint.
Broadband speed are so slow that speedtest.net times out. Customer service have tried to sort it out but all attempts have failed,
last week we had a technician visit, speed great when he left but over the week it has dropped back down to rubbish speeds, today it was 12Mbs. I won't be renewing my contract, think before you buy. If I could give zero rating I would.
- Location
-
- Location
- 70 vale view
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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not happy
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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The internet is broken down virgin say it's a area fault but I can't believe that as both of my neighbours have virgin internet working. They refuse to come out and fix the problem. It's now been 2 weeks and I have called them 10 times but they just don't listen. There staff are unqualified technicians who don't have a clue.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-15
- Comments
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Cancelled as I was paying £60 per month. They offered me deal which I rang back to accept and they say it's different department but they will call you back. THEY NEVER DO. I I've been with them 4 years so don't expect any loyalty l. Poor service. Obviously don't want my custom.
- Location
-
- Location
- Gorleston
- Reviewing
- Virgin Media
- Date
- 2016-12-15
- Comments
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I can't believe all these bad reviews !!. We got rid of BT in favour of Virgin Media and I should have done it years ago. The call staff were excellent and explained everything thoroughly and all went to plan. The installer was on time and very polite and helpful. He made everything very easy and straightforward. We had a total install . . TV. .broadband and phone and all was completed up and running perfectly in 2 hours. No mess no hassle. The charges were explained and in my opinion very good value for money. It is much cheaper than BT even after the promo ends. Everything working well with no hick ups. . . Broadband has not missed a beat yet and the TV is crystal clear. Thank you VM for a top class service.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2016-12-15
- Comments
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I especially switched to Virgin VIVID 100 Fibre Optic for the gain in speeds. The installation technician showed me 108Mb/s. 3 months later, we battle to get even 50! The signal still drops out, just like BT. What's the use!?
- Location
-
- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
-
Hopeless serice provider, it works when it wants to but not when you really need it. Absolutely non existent customer service so no way of getting redress. I finally got through once after about 50 attempts over one year and even then they were completely useless. Totally rigid and unmovable and absolutely no intent in resolving problems. The problem is them but then that's my problem because no other customer serice choice! This has really put me off landline broadband for good so I'm just going to cancel as soon as I get through to the right department and tether my mobile. I joined through a comparison website but I would have to warn others now to steer clear of virgin based upon my experience under their useless service
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
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Usually very good cs but today, so rude no help whats so ever made me very upset, ignorant women
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
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Extremely slow internet. Bad customer service. One time I spoke to someone who's chat I ended because they didn't seem to want to help me at all. Nothing ever gets improved when they say it should have. Highly do not recommend for any students, you are essentially ripped off.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-12-13
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-12-13
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- SOUTHEND-ON-SEA
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- Dover, Kent
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Comments
-
Abysmally poor. I never even got my broadband connected in the end. They sent an engineer, only to find there was no line outside my house. I was told this would take two engineers and I would have to wait 12 weeks. I then called and asked to cancel my account. The incredibly incompetent people they have answering their phones promised that two engineers would be sent the Friday of that week to do an install. I took half the day off work (unpaid) to ensure I would be there. They sent one engineer who was unable to connect the the line. He queried this and, yep, a 12 week wait for the two engineers. At this point I cancelled my account and they had the sheer nerve to ask for a £240 early disconnection charge. For a service that was never even connected! Thankfully, I persuaded them to drop this charge. I then went with a different provider and was online a week later. Since then, Virgin have sent out two engineers (who were sent away), contacted me as a 'valued former customer' and, the day before yesterday, sent me a text to expect more engineers tomorrow! To do work on my non-existent line! This company is just a joke. The people on the phones lie to you and don't know what they're talking about. The woman I spoke with about getting a line connected (who was supposed to be organising the engineers) asked me if I had a green light on my router. Well, no, because it wasn't connected to anything! Just avoid them completely.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-12-11
- Comments
-
Broadband failed to work, called virgin for assistance and all I got was fobbed off and lied to. Customer service is awful! When will virgin learn that the customer is king and should be helped but lied too!
Overall bloody awful!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-10
- Comments
-
WiFi just Disappears intermittently. It is incredibly frustrating
- 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.