4,684 Customer Reviews over 118 pages
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-07-28
- Comments
-
PLEASE DO NOT TAKE OUT A CONTRACT WITH VIRGIN MEDIA. Just take a look at there Facebook page for various reasons by many people as to why they are so awful. The worst customer service experince ever. If you have a complaint you will not be listened too. I will NEVER take out a contract with Virgin Media again on this basis. They are untrained and nobody knows any of the correct information. I'd explain the whole scenario but I don't want to bore you all, just visit there Facebook page and look at there visitor posts (half of which receive rude replied) as a clear indication to not go with virgin media. Pay extra for sky or another intenet company or mobile company, whatever it is, DO NOT GO WITH THEM.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-22
- Comments
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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
- 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
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-02-15
- Comments
-
Broadband is great at low usage times during the day we get the 150Mb down and 12Mb up speeds but during peak times it goes down as low as 50Mb down. Not good really and also seen slower speeds when my boys got Xbox ones for xmas and all the downloads resulted in slower speeds so assume I was limited. Have now moved to talktalk and although customer service is absolutely rubbish I do get 62Mb down and 20Mb up constantly using Speedtest app so much more stable
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- Virgin Media
- Date
- 2019-07-23
- Comments
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Am supposed to get up to 350GB, but at the moment am getting only around 80GB. Is also often down. Quite why Trading Standards permit this, is a mystery to me.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-12
- Comments
-
Charging me for many reasons
the speed was at first but from April still present ( November ) they have problem in my area even at night unable to open Facebook page. Be care full they have charge for every small details. I am not recommend to make contract
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
-
I have been a Virgin customer for over 5 years now and am very satisfied with the product (TV and Broadband). However they let themselves down very badly on the customer services front. As my contract was coming to a close in September I rang them to negotiate a new one. Since then my monthly bill has not been correct. I have rung them numerous times and been passed from pillar to post or cut off on a couple of occasions. Each time I am told it has been sorted but then the next bill arrives and its the same story. They seem to tell you what you want to hear over the phone but completely ignore the problem. Of course when you ring again its a different person you are talking to and you have to go through the whole process again with the same result. It seems to be a never ending circle! Well i'm just about at breaking point, so if its the same next month I shall be looking at Sky or BT.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-08-12
- Comments
-
I signd up with V-midea abouthe 7months ago, all was good, had very little problems until I moved house..
I got myself a new build property, I told VM that I will be moving and I was told to ring them back before I move so I can transfer all my services over. So I rang them and they took my post code to which they said your house does not seem to have a cable connection so you can't have our services there. They said they will send a engineer out to confirm.
I was 1st told it would be 5-7 days so I thought that's fine it give me time to settle in. 6days went past with no call or news, so I phone them the guy then says sorry you was misinformed it can be up to 2weeks annoying but this like this happen. 2weeks went past and am still without my services. I phoned them again to ask what's going on as am still payin for the services. The guy then said it can take up to 2months. I said thats not fair how can you charge me for something am not getting. The guy them said you can cancel if you want. I said ok that's probably the best thing to do.. He said no problem it's a 250 cancellation fee. What the hell :@ so this is where am at. It's been 2weeks and 2days. I have had no phone call or email. Also have no Internet, phone or t.v but am still paying for them. Every call I make to them I's worse then the last. They where fast to install when I first went with them. But now they couldn't care less about me. The no they have trapped me in a contract and are now just taking the PI## with me. So far I have phoned then 5x and all I keep getting is you have to wait and it could be up to 2months. Am 26 and this is the 1st time I have moved and I can honestly say the most stressful thing off it all is having to deal with V,m. I will update as thing go on just so people can see how they have/will deal with this. I am ringing them again today to see if can actually get somewhere. My cousin had a similar problem with sky but the biggest difference was they had a engineer out within 4days and postponed his services and told him he would no be charged until they. Know if he can get sky
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-02-08
- Comments
-
AVOID AT ALL COSTS. Unpredictable, unreliable and extremely slow. Customer service is constantly clogged up thus meaning 10minute + holding times. There has been times were the internet is down for days, which is unacceptable especially as a student with deadlines
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-07-10
- Comments
-
Just the worst... definitely try to find a different broadband before going with virgin media, plusnet is pretty good!
Have to deal with frequent disconnection..
As well as this it is so hard to get through to them and they make it as difficult as possible to cancel... if they transfer you through to a different department often disconnects.. and have to go through the whole process again
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-09-14
- Comments
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We received our virgin media package 7 days ago which included the hub 3. Once plugged in and setup the internet just never turned on. I've tried everything, restarts, manual resets, searching the forums, running diagnostics, asking Virgin for help. None of them work as Virgin seem to put money first and customers second. I have been trying to contact virgin for days now and it seems impossible to speak to an actual person that isnt a bot putting you in a continuous loop. The phones just say "we will send you a link via text message to book a technician" Ive tried close to 10 times and each time i never recieve a text. The service is just appaling, we booked a slot for our router to get delived and that even got postponed by a week and then this happens, so all in all its been 2 weeks and we have no wifi.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-11
- Comments
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Customer service abysmal. After several phone calls, they have still not sorted my billing problems. They try to take money out of my credit card, without authorisation, to pay for the annual line rental when I am only into my 9th month contract. They try to tell me that the bill cannot be amended as I have a direct debit with them. The phone works intermittently, so does the broadband. I cannot get a refund, as I have to ring them, to tell them, when my phone is not working???
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2014-12-15
- Comments
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Apart from the rubbish installation, my main problem is the slow broadband, when we complained the customer service person said they were horrified it was that slow and they would send an engineer out.
He turned up did nothing said it was fine and we could only expect 40 mgs even though we are paying for 152. He said it was our equipment, brand new iPad ha ha and that we could only get upto a 100 mgs if we used an Ethernet cable, who uses an Ethernet cable we want WIRELESS. Don't waste your money promise you the earth to get your business and then Fob you off.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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I took out an 18 month contract, moved home and got forced into a new 12 month contract. No one mentioned this on the phone, via email, via letter or via any other form of communication.
After being on the phone for two hours, I got told it is in the terms and conditions.
I didn't realise companies could automatically take out a new contract without your permission?
The WORST customer service I've ever experienced. Disgusting.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-10-29
- Comments
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I have never received such dreadful customer service anywhere else, we have had several problems over a period of 4 months, never been told we can claim discount on our bill till the last issue, when we did find out during the last issue, sheen we were told you have to claim at the time of each issue! Nonchalant couldnt give a s$$t attitude from call centre staff, stuck In a crappy contract for another 8 months, would NOT recommend if last cable company on earth cannot wait to leave! AVOID AT ALL COSTS
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-08-21
- Comments
-
The internet was fast but the customer service was crap. We got told the wrong information when we signed up and they charged us an extra £70 at the end for something that they had not told us. VM did not reimburse us which is rather unfair.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-02-28
- Comments
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Called their customer service to undo the cancelation of the broadband at my address, (it was canceled by the owner ny mistake a day ago, the 12-month broadband contract has ended and the broadband continued on a 30-days rolling basis and we would want to keep it this way for another month or two), the operative told me that by doing so I will have to pay a £25 activation fee, plus they will send me a new VM Hub because mine was an old model. Futher the discussion the operative put me on hold for a while and told me that the activation fee is reduced to £20 plus they will still need to send me the new Hub. I asked ways to return the old hub and he put me on hold again, and told me that I need not to return the old hub, I can use my old hub and there will be no activation fee in this case, my line activation should take no more than 24 hours (keyboard typing at his end). However after 48 hours there was still no internet service. Therefore called them again (another operative) and I was told that there is no pending activation, if i need to use the internet then I will have to sign up another contract. Clearly they dont practice recording the conversation with their customer nor keep a record of what was discussed between and done with their customer's enquiry, what they are telling is different from one another. You will have to record the whole conversation to act as a proof to operative B of what operative A has agreed but failed to do so.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-04-30
- Comments
-
I have been with virgin media for a number of years and im leaving so my partner can ring up as a new customer as you get a better deal yet when you have been with them for years and are a loyal customer you get rubbish deals ridiculous that you have to cancel so your partner can get it a better price for the same address
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-03-20
- Comments
-
Avoid avoid avoid!!!!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-01-20
- Comments
-
Absolute joke of a company - do yourself a massive favour and avoid them! They may advertise the best speeds but honestly, ignore it. Whats the point of having super fast broadband if the broadband itself is broken?
I've been with these guys for 3 weeks - in that time, I've had no service for 2 weeks. I've been lied to about fix times, lied to about the reason for a fault, told I'll be called back and never was, told one thing by one person, only to have the next person tell me it wasn't true.
Honestly, you can't trust anything these guys say. Just take a look at their Facebook wall and you'll see how many complaints they get.
Don't be taken in by awesome speeds as I was. Their broadband simply doesn't work and they haven't got a clue why.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-12-06
- Comments
-
Possibly the worst company in the country tried to cancel contract even though in said contract start date was 7/11/2018they told me that was wrong and the start date was in October so wouldn't cancel it can't wait for next year and tell them to do one think it's about time government stop these companies tying you into contracts that you can't get out of
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-10-03
- Comments
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We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-10-19
- Comments
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I have been a customer with Virgin Media for over 10 years I received a better deal with alternative company.
Virgin said they would match the deal and I signed a contract forthwith.
What wasn't explained to me was a data cap of 30 GB and I wasn't aware of this until they wanted an extra £7.50 for going above the data allowance.
By this time the cooling off period had elapsed.
I have never had this cap before and it’s supposed to be same as or better than previous contract why would you sign a contract that wasn’t as good.
Don’t confuse cap and speed as I did.
Just lodged a complaint with OFCOM
Watch this space
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-02-13
- Comments
-
Switched to Virgin as they said I could get the full 200mb sped if I paid for top end new fibre services. We get between 7 and 40mb at the moment and our friend gets 4mb!!!
Seriously slow and drops out regularly we should have stayed with BT.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-04-20
- Comments
-
I have contract with virgin media 50MB/sec and receive only 10.04MB/sec !! Virgin media charges me £ 103 while I am receiving around 10MB/ sec this is 10% unfair !!! This is one year they are saying " we have problem in your area and we will fix it asap" Here I tell all don't trust virgin media you will cause sever headache with them, DON'T waste your time and your money !!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-26
- Comments
-
If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-06-02
- Comments
-
Shocking! No even close to getting what we pay for. The broadband is up and down all week long. Get told over the phone there is nothing wrong when we can clearly see there is. Do regular tests and we have a package for 150mbps-200 and we are getting 5! Yes 5! Virgin media are very poor and don't recommend to anyone.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-08-10
- Comments
-
Really terrible customer service, they rolled a 12 month contract over to a second year without permission or informing us they were going to do so. Following this they finally agreed to disconnect the service and then proceeded to continue charging after the disconnection date. They must train the people on the phone lines to be intimidating!
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2015-03-09
- Comments
-
was ment to have virgin installed at my address on the 2nd of march took time off work, appointment between 8am-1pm, how ever it comes to 1pm on that day no one has arraived so I call them, I then get advised that my appointment has been canceled.....when I ask why it was due to people who lived there before had multi accounts in debt, when I had again confirmed how long I lived there "laura" advised she would get this sorted and give me a call back, oh guess what no call back, so after chasing them for a week, they turn round and say that due to the debt they will not give me virgin unless I can provide them with photo ID and 3 YEARS worth of proof of living at a different, address, then advised that even when I sent this in could take up to another month before I can even get there service Install and failed to compensate me for loss of Earning due to having to take the time off unpaid. so after failed appointments broken promises and me having to do all this bulshit just so it can go to there Fraud prevention team just gonna go to sky service good and there BB and TV is Decent, just hope I can get my 25 pound back
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
-
I am a student in Nottingham, I signed up for Virgin Media because they were not charging for line rental, which sounded fantastic. I know know that this was a ploy to lure new customers into what is by far the worst internet provider I have ever seen. I'll start with the speed, I live in a house with 6 bedrooms so I went for the 100mb package because I thought it was more than sufficient to handle the trafic of 6 students streaming videos and playing video games. I can assure you I haven't seen 1/3 of the speed I signed up for, not even in off peak times, which is absolutely ridiculous when you make people pay a lot of money for a speed I will only get in my dreams. Now the reliability, this is by far the worst and more irritating part of the virgin media broadband experience, which has been voted the uSwitch best broadband provider in 2016, ironic, the reliability it's so bad, I am considering not playing Xbox online because it's very difficult to actually complete a game without the internet going down. This is so painful, I deeply regret not looking online for internet reviews, because I am not the only one to which this happens, and it's atrocious that you charge people for a product that don't work, a company that is the image of innovation, if you want a reliable internet provider, be smart, and go BT infinity, I know a friend who has no problems with it, but for now, I'll just have to ride this stupid contract out until the end and then switch.
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2019-11-27
- Comments
-
Awful customer service, the call centre is the worst they are always mumbling, so rude and no clue what to do. Total wind up merchants. The service has an outage every other month, usually when it has been raining what a joke. Please get UK only call centres, what a waste of money repeatedly calling to get one person who can actually help me.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-01-14
- Comments
-
The broadband service itself is fair to good but the customer service is shocking and when a sales advisor tells you a price is fixed it is a bare faced lie. They can raise your bill by whatever price they seem fit at any point they like because it says they can in the ts and cs therfore once your stuck in a contract you have no choice but to pay (as it was for me) a near £10 increase over 6 months
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-11-28
- Comments
-
Wish I never made the move to Virgin!
Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.
To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.
My complaint has been sent 6 days ago and I am still yet to hear from them.
I am hoping the 12 months go quick so I can go back to Sky with BY internet.
Please seriously consider options before jumping to virgin.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
-
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
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2013-12-12
- Comments
-
Just relocated from Essex where we also had Virgin, which ran fine- broadband being connected by ethernet on that occasion. Was a bit reluctant to go down the wireless route as had heard some real horror stories. but had to by necessity. My main problem was having a 2008 Mac Pro tower with no Airport card installed which I wanted in the attic (every man should have an attic). Didn't want to cable all the way from there to the lounge so (after much research and forum help) got a set of home plugs. To cut a long story short, Virgin man turned up at 1.25 and had finished setting up Tivo, broadband and phone by 2.20 (and was also a jolly nice chap). Homeplugs work brilliantly - getting a steady 50meg speed from my 60meg package. Did a download test - 2.17 gig file downloaded in less than 10 minutes. In summary…very happy customer!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-11-06
- Comments
-
Very disappointing experience with virgin media. Had to cancel after 19 days as wifi not reliable and not compatable with various devices. They then tried to charge me 2 months payments for only 19 days service. Shocking customer service and will never use them again.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-07-30
- Comments
-
Entire service has gone down at least 3 times in the last 6 months.Incredibly slow for any interactive use/iplayer etc.
System resets itself regularly and i lose any recordings or tv i was watching.
Cancelling service -pay far too much for too little
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-23
- Comments
-
Been with virgin for about 1 year just over now and I've had nothing but problems with them! I'm also with virgin broadband and that's just as useless. Always struggling for a signal. My phone says 3G 4 bars and it still can't get a signal. It's just useless. I'd get further if I didn't have a phone. The WIFI is always kicking me off then struggling to reconnect if I can even detect it. Signal is weak even when it says full signal 3G. Really don't recommend virgin media. Expensive! Unreliable! A total waste of time and money! I'll be surprised if they have the signal to upload this!
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2023-01-17
- Comments
-
Been trying to cancel my contract for 4 hours and they keep hanging up on me I'm within my 14-day cancellation period
- Location
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2017-01-04
- Comments
-
Signed me up for anew contract without my knowledge!!! and now wont let me leave.
- 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.