4,684 Customer Reviews over 118 pages
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- Location
- Basingstoke
- Reviewing
- Virgin Media
- Date
- 2018-09-19
- Comments
-
I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
- Location
-
- Location
- Lanarkshire
- Reviewing
- Virgin Media
- Date
- 2014-11-20
- Comments
-
This company should be closed down they are stealing money from peoples bank accounts.
Virgin Media are the worst company I have ever dealt with, they are totally incompetent. They have been over charging me with wrong bills for six months now. Several times I have phoned their customer services to get it sorted, they tell me its sorted then overcharge me again, I have now cancelled my direct debit to protect my money they keep STEALING. I am willing to go to court with them over this, and I urge EVERY Virgin Media customer in the country who has been wronged to take them to court. If every dissatisfied customer takes them to court hopefully we can put them out of business as they are acting like a bunch of crooks. THIS COMPANY MUST BE CLOSED DOWN THEY ARE CONTINUALLY REMOVING UNAUTHORISED SUMS OF MONEY FROM PEOPLES ACCOUNTS AND THAT IS JUST WRONG.
- Location
-
- Location
- BOLTON
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
Worst customer service ever,
avoid at all costs,
poor english,
habit of mis-selling contracts-overcharging,
constantly hang up phone,
break UK law by breaching SOGA and not willing to take responsibility for this.
- Location
-
- Location
- Co.Londonderry
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
-
shocking customer sevice
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2015-12-09
- Comments
-
Virgin is the worst broadband provider I've ever been with. On top of your monthly bill they charge for extras without actually telling you what they're for there's so many hidden fees. On top of that the Internet never works for a start its incredibly slow and is forever going down especially at peak times. When over charged for our bill we had a horrible experience with customer services who refused to tell us what our extra charges were for and avoided the question. Women on the phone was rude from the start and when we found another problem we quickly rang back, got the same woman and she laughed at us when she picked up the phone which I think is just rude. Ridiculously expensive and not worth the hassle unfortunately we are locked into a 9month contract but when it's finished we will be changing to sky or bt.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-12-23
- Comments
-
Virgin Media has to be the most unreliable company I have ever seen. Ordered their broadband only on their website and selected 16 December for Installation but they came back with 24 December which i accepted. On 23 on December, they phoned us to tell us that they are delaying the installation by 6 weeks!!!
I thought TalkTalk bad but Virgin has set a new benchmark for being the WORST.
Cancelled the order and would never ever go back to them.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2019-09-20
- Comments
-
Appalling broadband, been intermittent for over 2 months. Hub has to be restarted daily. Customer service non-existent and a dishonest complaints department who never ring when callbacks are arranged then lie when challenged
AVOID AT ALL COSTS
- Location
-
- Location
- Carlisle
- Reviewing
- Virgin Media
- Date
- 2022-12-23
- Comments
-
16 times faster than what? Just done a speed check, we get 3.0 mbps. I wish we had checked these reviews first. We have just moved here and had Sky before we could get broafban at the bottom of our garden in summer house. We can't even get it in the house now. The hub is in the attic for some bizarre reason.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-10-28
- Comments
-
Complete pile of rubbish. Way slower than BT. DON’T sign up. Unless you like feeling frustrated and rageful.
- Location
-
- Location
- EDGWARE
- Reviewing
- Virgin Media
- Date
- 2017-11-12
- Comments
-
SCAM SCAM. Bad customer service ever had in my life. I Upgraded my package for the 200 mbs(fastest) and 150 channels(which I get all the rubbish channels) to try for six months. As they said it if I don't like it I can down grade to my previous one. When I called them to cancel it they said its already in 12 months contract.they are nothing more than scammed where WiFi is very slow and doesn't work in one of my room in the same house. I would urged everyone to stay away from these scammed.
- Location
-
- Location
- Doncaster
- Reviewing
- Virgin Media
- Date
- 2021-12-19
- Comments
-
Avoid.
Fibre kept cutting out often & once out of contract our bill doubled in price.
Tried to leave and they said they could lower our bill back to it’s original price if we stayed so we (stupidly) agreed and kept having issues so decided we would in fact leave.
When we went to cancel again they said we’d started a new contract when they lowered our bill (even though we weren’t sent one) so we had £100+ of early cancellation fees & had to pay for the next months bill too. We agreed to all this just to be done with them.
We then continued to be billed each month even though we’d cancelled so I had to contact them again to find out what was going on & they said our account was still active and if we wanted to cancel we’d have to pay our outstanding bills, our early cancellation fees and the next months bill unless we could prove we’d cancelled it.
I then had to contact a different team to request the call log (we’d wrote the date and time of the call) and they found we had in fact cancelled and they had no idea why it hadn’t gone through and had now cancelled it properly.
I’ve now had a bill through of £88 of early cancellation fees.
Just an absolute hassle and money grabbing for a very poor service.
- Location
-
- Location
- burnley
- Reviewing
- Virgin Media
- Date
- 2017-01-16
- Comments
-
NO broadband ever installed, even though ordered and paid for. Virgin Media totally failed, customer service non-existent. Tried every way possible to find when V would connect the fibre broadband they claimed was in my street. No one gave me answer. Got fed up (after nearly month) and gone to BT.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2017-07-19
- Comments
-
We were contacted by Virgin and agreed tto subscribe to their broadband service with an installation date of July 6th. On the install day a Virgin technician called and said he could not connect us bacause the Virgin cable did connect to our house. In subsequent telephone calls we were told it would take 8 weeks, if Virgin could do it at all. On the telephone the Virgin staff were rude to me and refused to let me speak to a manager. Virgin has arranged for BT to disconnect me and we were without broadband for 2 weeks.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2019-03-16
- Comments
-
Recently moved, staying in the same area. Informed by Virgin they don't provide services to this area so advised to terminate my contract. Today I had a call from Virgin to inform me that I have to pay an early termination fee of c£200.00. I wasn't told of this fee when I originally spoke to them about this. The customer services rep stated today that I should have stayed at my previous residence to avoid this fee (really????). What a joke!!! I am not paying this fee and will escalate it if I don't get a satisfactory response. I've just been reading some of the reviews and honestly am gobsmacked at how hated this company is. I will never sign up with them again.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2019-03-21
- Comments
-
Virgin Media are the worst business I have ever come across! As with everything else Richard Branson touches it can only go downhill very fast! We have now had eight months of their abysmal Virgin Media service with bad connections, signal drop outs, resetting equipment every two days, speeds of less than 1mbit/s, trainee engineers who just make everything worse and customer service who are usually extremely rude as well as being very unhelpful. For example:- it took me 6 months to stop paper billing which we hadn't asked for in the first place!!! They never did answer this complaint!!! Probably because I suggested compensation!!! If they can't provide the service they advertise then they are in breach of our contract and we obviously need to go to a proper provider like Talk Talk or back to Sky who are ten times better overall. At least they do try and fix faults, unlike Virgin who have done precisely NOTHING!!! Or to be precise have only succeeded in making it WORSE!!! .
This means that Our children are constantly complaining about connection issues and no signal and have been begging me to ditch Virgin and go back to Sky. This might not have been the fastest but at least is was consistent. At least Sky had better customer service and made more effort to to provide a service. Virgin meanwhile just try and keep you locked in a contract while providing you with a dismal service.
I have asked them repeatedly to send an experienced engineer instead of the trainees we usually get. Plus a full van of spares they are going to use to fix the issues! Perhaps then we might have half a chance!!! However they just totally ignore you but keep taking your money. Now they don't even bother with the complaints procedure!!!
- Location
-
- Location
- lancashire
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
-
Been with virgin media since it took over NTL....moved 3 months ago and broadband speeds are negligible, too much buffering and sometimes no connection. Rang to cancel and told I cant without paying 225 as apparently i started a new contract the day I moved! Feel I have been unfairly treated because at no time did they tell me I had to start a new contract.....the last 10 years of being a customer is not taken into consideration. Customer service is appalling..
- Location
-
- Location
- Ellesmere Port
- Reviewing
- Virgin Media
- Date
- 2017-01-24
- Comments
-
Decided to move from sky to Virgin, already regretting it as my engineer appointment for between 8-1 today did not materialise. The engineer phoned at 13.05 to say they would be another couple of hours. Rubbish service already. Should I cancel as they have broken the agreement already?
- Location
-
- Location
- No
- Reviewing
- Virgin Media
- Date
- 2017-12-08
- Comments
-
Absolute ridiculous internet speeds, been on VM for over 4 years and I haven't had much problems until I moved. Since then I've had speeds up to 800kbps at most (meant to be getting 210MBPS).
The people on the line don't even speak English properly and are just so ignorant on their own product. Absolute ridiculous, avoid these con artists. Virgin Media never again, hello Sky!
- Location
-
- Location
- Knight
- Reviewing
- Virgin Media
- Date
- 2015-01-07
- Comments
-
Disgraceful service from such a big company. I have currently been sitting on hold after speaking to 5 different people in an attempt to cancel my services and be rid of these incompetents! An example of how they have handled things from the beginning.
- Location
-
- Location
- Lanarkshire
- Reviewing
- Virgin Media
- Date
- 2018-12-02
- Comments
-
I have signed up for 50mbps virgin fiber, thinking i was making an improvement over talktalk fiber. This was very much not the case, in fact i can hardly use the virgin system due to it dropping out and buffering everything. So today i decided to speak to one of dickys astronauts to get it sorted, but all i got was a impertinent "foreign person" that told me the weak signal could only be sorted by an apgrade.... virgin as a company is goin down the toilet! Never again.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-19
- Comments
-
The worst company I have ever dealt with. Their customer service is useless and they keep sendibg engineers who can't fix anything. Will cancel the contract ASAP, stay away. They are time wasters and you will never be online again.
- Location
-
- Location
- Hove
- Reviewing
- Virgin Media
- Date
- 2022-03-12
- Comments
-
Absolutely disgusted by Virgin Media DO NOT USE AS A PROVIDER. I’ve had an ongoing complaint with them since November. They confirmed they have to resolve complaints within 14 days and in January as it had been 2 months they took full responsibility of their internal failings and cleared the full balance on my account (I received a letter in Jan confirming this). Virgin illegally sent my account balance to an external debt collection company when the complaint was still active and without my knowledge. They apologised and admitted their error and said their Credit File Amendments team would remove this from my credit record within 21 days. 2 months later and multiple emails to that team, they have not responded once or tried to resolve. After calling Virgin multiple times this month they said the balance they confirmed they cleared in January is still pending and their Credit File Amendments team haven’t resolved their error. The worse customer service of any company that have damaged my credit record through no fault of my own and after 4 months I’m still chasing them to resolve!!
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2022-07-18
- Comments
-
This is the worst service ever. I order a broadband and not satisfy with the service. I want to cancel it. It turns to nightmare. The dont take the call for moer that 40 minutes. After they pick up, They just transfer you from one person to another.
Finally, when you get to the relevant department, immediately you tell them that you want to cancel, they just hang up on you.
- Location
-
- Location
- thomas
- Reviewing
- Virgin Media
- Date
- 2022-11-20
- Comments
-
Horrible horrible service the broadband pretty much doesn't work so if you're thinking of registering to this broadband DONT DO NOT DO THIS obviously unless you want to throw money away and pay for nothing
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-03-19
- Comments
-
DONT go with Virgin Media, absolutely useless. We've had to call them up multiple times telling them how slow it is and they say that they've 'fixed it' when nothing has changed. It got to the point where we had to get a whole new router and funnily enough it is worse. I have heard a lot of people complaining about how bad Virgin media actually is. We have swapped to BT and it was the best decision. Fast and teliable. Save yourself a lot of stress and DONT go with Virgin media!!!!!!!
- Location
-
- Location
- Iver
- Reviewing
- Virgin Media
- Date
- 2017-05-04
- Comments
-
Do not bother, the customer service is completely unacceptable, I don't want to even give them 1 star. I transferred over to a new package, given a different tel number without my permission, took 3 calls and 6 days for Virgin to resolve and reinstate previous number. I placed a complaint and told I would be called in 24hr hours - that didn't happen. I called to chase up my complaint and the manager refused to take my call and said there was nothing they could do. So I am now taking to social media.
- Location
-
- Location
- south london
- Reviewing
- Virgin Media
- Date
- 2020-09-01
- Comments
-
Bad service over the year of the contract, broadband interrupted constantly - which obviously was annoying working as an NHS worker from home.
They are unprofessional and behave like 5-year old children - I complaint several times and the only answer to my complaints was that they called me back but could not reach me - which was NOT true as I had not received any call.
Due to MULTIPLE problems when I cancelled my services with them, I asked to speak to a manager and I was told that "they would call me back". Did not happen. I called them back several times asking to speak to that "manager", who finally called me and hung up so quickly that I could not even answer the phone!!! I called them back and am still waiting for the call of the manager... (for more than 1 month!!)
The customer service is too ridiculous!!!
As I cancelled my account they said that I had to send back my box or they would charge me 100 pounds. I explained that I was self-isolating and could not go to a collection point and I was answered:
"just drop the box, you will not have to go wait in the queue or talk to anyone there"
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-01-26
- Comments
-
They are cheats and liars - I've had download speeds of 0.44MB/s on a 50MMB/s service! When I've complained, they explain that infrastructure works are causing a few problems to a few people - though they don't admit that on their website. Oh, and by the way it will be like that for the next 2 months... I'm still with them because of the hassle of changing my email address, though it's now time to quit I think....
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2016-03-12
- Comments
-
Have had Virgin broadband in North London for 18 months now: several times a week broadband either collapses or slows down to an unacceptable speed that does not let me even read a newspaper comfortably. Whenever I complained I was always told that this is due to a temporary problem in the area, until I realised it was pointless to waste time with Virgin customer support and simply lived with it. I am happy to say that I can now change providers.
- Location
-
- Location
- Oldbury
- Reviewing
- Virgin Media
- Date
- 2022-03-30
- Comments
-
Dreadful customer service. Took 17 hours of waiting on the phone over 4 days to speak to the right person, who I barely understand due to their foreign accent and poor English. Engineer installed the finer cable box outside my house on the 23rd of February but did not did not install the broadband to the external cable box. There were no hub installed or provided to me, all I got was a fibre cable connection outside my house and that’s where it ends. No internet connection or equipment to enable me to receive internet supplied or installed. On the 3rd of March they sent me a bill for £55 for broadband charges, a service I was not provided with. When I rang them to explain the issues I as passed to 17 deferent staff located from all over the world. None them helped in the end and most were rude and lack experience.
I then sent a letter and a copy of the contract to cancel the contract. On that very same day of sending the cancellation notice I phone virgin to cancel the contract, it took 2 hours and 4 different staff from around the world in the so called retention department and even then I got no where. On day 31 of they sent me another bill, which did not go through because I canceled the direct debit payment . I rang them again and after been passed to 6 different staff and departments I finally was put through to a staff in the uk who finally understood the situation and canceled the service. Never again! SAVE YOUR SELF THE TROUBLE, STAY AWAY FROM VIRNIN MEDIA!!
- Location
-
- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2016-11-12
- Comments
-
Terrible service, terrible customer service. Avoid this company at all costs. They have been promising to improve my 5 Mbps download speed for almost one year, throughout this time I have been paying for 100 Mbps.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2017-02-02
- Comments
-
Absolutely hopeless. Our business broadband is so slow that our business is being affected. Despite this Virgin have not sent an engineer to site. Virgin have not supplied an access point ordered a month ago. I rang the faults line today and got a message saying (unsurprisingly) that they were busy and "PLEASE HANG UP". I have two different account numbers and no idea if anyone is ever going to resolve our problems. Exasperated!!
- Location
-
- Location
- Gosport
- Reviewing
- Virgin Media
- Date
- 2017-04-14
- Comments
-
Very poor service. It's a pity that the rest are poor too. Service continually drops out during the day with signicantly lower than advertised speeds during peak times, sometimes as low as 1% of "up to" speed. Excuses by VM are not valid.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2020-10-09
- Comments
-
we are outraged, every evening there is no Internet since 9 o'clock, the speed does not match, for what we pay, I really don't like it, we will never order Virgin again
- Location
-
- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2017-09-17
- Comments
-
Absolutely rubbish, I have been with virgin media for years and in the last month they have not provided me with any broadband due to faults there technical team cannot fix, they offer a refund but no compensation and I have the biggest service with them, my advice is do not join virgin media you will regret it
- Location
-
- Location
- Uk
- Reviewing
- Virgin Media
- Date
- 2017-09-30
- Comments
-
A total joke, border on criminal. Bare face lie about broadband speed. I was informed I would get over 150mb when infact I received LESS THAN 12mb that's enough to stream around 30secs before buffing !! For more info look up watchdog virgin lie about broadband speeds !!
Billing was always wrong always over charged and customer service was the worse I have ever had before this point. Trust me I used sky for 16yrs before moving house and giving these muppets a go as cable was an option ! NEVER AGAIN back with sky Entertainment package? There is naff all entertaining about virgin media.
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2013-07-17
- Comments
-
So after being charged 4x the BT rate for ~1mb connection i've been trying to leave Virgin for the last month. After calling to leave and get my MAC code - I came home to find the Broadband disconnected immediately. After 3 hours on the phone virgin tell me nothing they can do as BT have taken over the line, refusal to reconnect the broadband and have now us without broadband for 4 weeks. They also refuse to release the phone line so we can start the new service.
I could write a small book on all the calls, escalations, contradictions, mis-guidance that we've been through over the last 2 weeks trying to resolve this...... its been stressful, unprofessional and and caused significant personal impact as we both work at home and rely on being connected. Due to the nature of our work we have a police monitored system which is now down - so they have also put a worker at risk for a month which could have horrific consequences.
So far we have spent in excess of 5 hours on the phone escalating..... been lied to repeatedly about disconnection dates, status of the phone line, "Software issues", its BTs fault (untrue), its standard practice (again not true)... I could go on...
I have never in my life experienced such bad customer service, been lied and misguided so much by any company. I've cancelled everything to do with Virgin and will never use them again for anything, Working in a large company who use a lot of data and telco connections... wont touch them with a bargepole for those either!
Virgin used to be a brand I admired........ after this experience I will never used them again for anything and am constructing a long letter of the events of the last month to send to the industry regulators, watchdogs and online forums.
- Location
-
- Location
- Fareham
- Reviewing
- Virgin Media
- Date
- 2018-07-17
- Comments
-
I moved home from Hounslow to Fereham.I wanted to move my broadband .they told me it's not a problem.but it was a big problem.I moved March 11 ,today it's 17 July I still don't have internet.today after 4 month they told me same thing like ages ago it's problem with your property.we need to contact council. That's means they did nothing all this time.shocking service.
- Location
-
- Location
- bromley
- Reviewing
- Virgin Media
- Date
- 2018-09-14
- Comments
-
i would give 0 stars if possible its been almost a year ive been getting rubbish internet on speed test it gives a maximum 20mbps when im paying for 150 and when i call them for a day or 2 they fix it and then it becomes rubbish again right now i just checked and its 5mbps. i guess im stupid for staying with them so i decided to look for new internet provider and when i find one im defently leaving this one.
- 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.