4,684 Customer Reviews over 118 pages
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- Location
- South norwood
- Reviewing
- Virgin Media
- Date
- 2016-12-10
- Comments
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Ive been waiting for installation since 17th of october. On 8th engineer came to my house done some job then left after 1h saying that he was missing parts and he is going to come back in few hours. He never came back. I phoned up customer services they told me the enginneer will come back on 31st. Im left speachless. This is ridiculous
- Location
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- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2016-12-09
- Comments
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as a customer who has been with virgin 20 years with mobiles broadband tv and phone I was disgusted when I called due to losing my job that they were unwilling to help me cut down my bills and the manner which I was spoke to was disgusting I was not treat with dignity or as an individual so I called sky who gave me exactly what I was looking for at half the price
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-12-09
- Comments
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I have to stress how much Virgin Media is a scam in my student area, they shouldn't be allowed to advertise the speeds if they are expecting over subscription in my area.
I'm paying for VIVID 200 package and it's overly apparent that most of the day everyone regardless of how much you're paying gets traffic managed to dialup internet. This has been a reoccurring problem in many areas. I've rang up tech a number of times, customer service and relations. Relations said that they can't credit anything back to me as there hasn't been an outage. Well there's an outage right now again, even when it's backup it will still be pretty rubbish internet. Hundreds of students in my area are now complaining as assignments are due soon.
Good job Virgin media, you've successfully scammed me and thousands of other students yet again.
TLDR: Live in student area, paying for 200 VIVID, get 1% of what I pay for, called customer relations & services only solution is to pay a huge fine to get out of the contract. Now its dead in my whole area again.
- Location
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- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Comments
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They have a nerve to sell the speed they say and not deliver
- Location
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- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Comments
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It seems as if Virgin media deliberately puts walls around being able to access customer services. The telephone contact systems often drops dead, staff do not follow-up on complaints or issues, and formal complaint procedures are ignored required lengthy referrals to independent arbitration. Virgin relies on the fact it have a fibre network to keep customers, and to be fair the broadband when working is good. but when problems arise you can expect to loose money and time trying to deal with the company.
- Location
-
- Location
- Brotton
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-07
- Comments
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My internet used to be great, it now cuts in and out. Customer service was appalling and just said lots of people use the internet in the area and it weakens the signal - surely they can correct that? My phone line hasn't worked for weeks and I have complained 3 times, the last lady I just spoke to hung up on me.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-06
- Comments
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Don't use Virgin Media, you cant trust them and very bad Customer service
- Location
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- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2016-12-06
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2016-12-06
- Location
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- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-12-06
- Comments
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The customer service is absolutely dire.
- Location
-
- Location
- Newcastle under Lyme
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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Been with Virgin for ages - speed gets better but reliability is now such a massive impact I'm moving away from Virgin - every day the connection fails many times - flaky and poor. Looking at the forums it seems Virgin are just ignoring the problem. They should be managing the quality of their product. Bye bye Virgin.
- Location
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- Location
- Hitchin
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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Appalling customer service. DO NOT USE
- Location
-
- Location
- Newcastle upon Tyne
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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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
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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signed on to virgin in June and so far i still have no home phone and the 50meg speed is more like 5 in peak hours. dont Evan get me started on customer support, 1 in 10 of them will help you, so good luck with that.
i have not yet received a correct bill as virgin seem to take what they want and you have to chase the credit.
absolute joke service.
be advised and stay well away from virgin media
- Location
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- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-04
- Comments
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DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
- Location
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- Location
- St. Albans
- Reviewing
- Virgin Media
- Date
- 2016-12-04
- Comments
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DO NOT USE VIRGIN in ST ALBANS . they cannot give you what you are paying for. we often get as bad a 3 mb
we have had very poor broadband for at least 18 months despite paying for hte highest sped. we have been given 5 fixed dates for improvement - all have been missed. the reason for poor service is 'utilisation issues' i.e. they have so many using hte service in the area that not everyone can have what they have paid for - a cynical use of the exemptions from trading standards- they are a CON.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-04
- Comments
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The internet is always slow no matter what and the reliability is bad. Anything that requires internet is insanely slow and I'm always being disconnected from servers online because the service provider can't handle anything. Download and upload speed is so poor I can't do anything online for 20 mins without being disconnected.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-03
- Location
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- Location
- Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2016-12-03
- Comments
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I have been a Virgin customer ever since they took over NTL, nearly 20 years.
Unfortunately they are stealth robbers, constantly increasing my broadband monthly bill (even after I have re-negotiated a new deal) without informing me and hoping that I do not notice the increase.
I rang them to complain about their latest stealth increase and I was informed that if I wanted to cancel my contract I would have to pay them £169 for the time remaining on the contract (even though they had broken their side of the contract by increasing my bill without informing me).
I will be seeking legal advice as to whether their £169 exit payment is legally binding, as I did not sign the previous contract that they sent due to the fact that they had not honoured the previous one.
Customer service is appalling and you get passed from person to person, all of whom bluff their way through by trying to justify any cost increase.
Richard Branson, your company is a joke and needs investigating.
- Location
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- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2016-12-03
- Comments
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Will never ever go back to Virgin Media and will never recommend it to anyone who wants peace in life!
I have been with VM for few years now. This last year 2016 their customer service has absolutely plunged into the dark ages, where they are unable to do the maths on bills nor are they able to understand the customer.
In short the issues I had:
1) VM charged me extra for me not being aware, when I found through my statements I called them.
2) Waiting times too long on calls.
3) When I called them for this issue I have put through 4 different departments when I only asked for billing and then atleast 3 people on that single call put me on hold for 30-45 minutes.
4) My bank statements clearly show that they charged me extra but they amount they are telling me are much lower than the ones shown in my statements. how hard can it be ?
5) Finally I told them I need to leave them as soon as possible as I put my phone down after about 30 minutes I started seeing issues in broadband connection, it started resetting every 5 minutes. Previously through 4 years the broadband occassionally used to reset but as soon as I told them I am leaving I think they configured my broadband connection to reset or introduce problems in the connection.
Basically VM has become a huge corporate that uses dirty tools and tricks to first rob off money from your account and then harass the customers by not letting customers leave and if they decide to leave they make sure that they put you through hell before you leave.
- Location
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- Location
- Holland park
- Reviewing
- Virgin Media
- Date
- 2016-12-03
- Comments
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Terrible service no regard for customer what so ever.... been having technical problem for 10 days still unable to fix it. Fuming
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
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Absolute rubbish.
- Location
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- Location
- Northwood
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
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Virgin media's customer service sucks. I'll advice anybody looking for Virgin to look at other providers. In particular their billing and payment, they will pile up arbitrary charges and then use terms and conditions to nail you.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
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After being a loyal customer for six years our internet started to cut out every 30 mins. An engineer called and swapped our router for the latest 3.0 one. He said it would download and connect within two hours. The internet never came back on despite their efforts to resolve it from their end. The engineer was incomptetent.
Eventually we learned that it would take another engineer ti come and correct the failings of the first one but not for a further 8 days ehich is completely unacceptable.
The customer service on the support can only be described as pathetic. For example i passed security several tomes to try and resolve issues, but when i tried to register a formal complaint they decided that i could not pass security because i couldnt remember my password.
If you are looking for an internet service provider you would be better of going to a set of circus clowns than virgin. Its a shame you have to give one star on these reviews.
- Location
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- Location
- Southend
- Reviewing
- Virgin Media
- Date
- 2016-12-01
- Comments
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I've joined virgin media by phone 6 months ago. When I joined they told me it was a 12 month contract and would only be 48 pound per month. I never received any letters until 6 months later when I was already joined and the letter stated I was in a 18 month contract and cost would go up to 85 pound after 6 months. I rang up immediately and told them I want to cancel now there trying to say I owe them 865 for leaving. VIRGIN MEDIA is a rip off and are not explaining there contracts proplerly nor are they giving people there cooling off period which is required by law. The goverment are fully aware of what they are doing because I've heard a lot of people telling me they had same problem. It's 2016 and the world is never going move on unless someone stops all this corruption and stop letting Bussiness like virgin rip people off. Never join virgin Ive moved to sky and I've got a better package for £31 pound a months explained in writing doing everything by law and really there for there customers virgin is just ripping them off and should be shut down and there customer service is ridiculous couldn't believe what they were like on phone. Trust me people please keep away from virgin you will regret God bless
- Location
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- Location
- Cleethorpes
- Reviewing
- Virgin Media
- Date
- 2016-11-30
- Comments
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Been with virgin for 3 year cancelled my contract . Only for them to say I had to pay 240 up front has they said I up graded no I did not .you conning load of lyres free up grad was e mailed customer service his not professional. The. Person I spoke to Rebecca was the name always had an answer like robots. Not really interested what me or my wife had to say .never will I use virgin again my phone contract will be cancelled soon has contract has ended .don't be coned
- Location
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- Location
- South Wales
- Reviewing
- Virgin Media
- Date
- 2016-11-30
- Comments
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I have been with Virgin Media for over 20 years. Last year I upgraded the broadband to 200 MBPs and it worked fine until recently. We had a letter stating to improve services in our area everything would go off for a day. When it came back on my Broadband has been reduced from 200 MBPs to 10.50 MBps without them telling me this would happen. I called the customer service who informed me that this has happened due to the number of customers in my area ! they have cut most users down from 200 to 20. They gave me a £25 credit for November. I have to ring every month to get this reduction of my bill. They said they hope to have customers paying for 200 MBPs back up to this rate in February 2017. If you don't ring or don't notice then you don't get the refund. They are apparently not legally bound to tell customers if and when they reduce the speed so, check your speed regularly. They do not care what they do so long as they get away with it.
- Location
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- Location
- Mirfield
- Reviewing
- Virgin Media
- Date
- 2016-11-30
- Comments
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I've been a virgin customer for over 15 years & seen it slip & slip. Now I carnt take it no more im having to reboot the router 4 to 5 times a day.. & when I have complained to them about it they seam to think this is acceptable ? I'm going to be changing services after there engineer comes out & isn't resolved on the 1st of December
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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Am paying for 100mbps, but only get around 3 in the evenings. It is a bit weird they are excluded from Ofcom's rules regarding leaving an ISP because of slow speed.
When the contract is done, I'll be leaving.
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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I am a new Virgin media subscriber and I should have stayed with BT when I moved house two months ago!!! This is the second time in two months they have overcharged me - charging me more than five times what was agreed on the contract! One month ago I was told the problem would be resolved but they would not send me a confirmation email to this effect nor was a reference number available as proof of the call and 'promised' bill correction.
One month later they send me another inflated bill and then have the audacity to charge me a late handling fee! Shocking and unacceptable!
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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A terrible service. If you have to ring customer service you just get passed around. You NEVER speak to the same person twice. They do not seem to have the knowledge to solve problems. I was left without broadband for over a week after moving. I rang for a total of over three hours in separate phone calls. Bills seem to be made up every month. Email service is slow. If there is an alternative use it.
- Location
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- Location
- bushey, london
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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they don.t deserve even one star. the hailed internet is not stable, you cannot run any online app, any online game, ping, jitteer and all are horibble unstable
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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I am absolutely fuming with Virgin Media. We signed up to be installed on 15th October 2016, to be told when they arrived that some of the wires when laid in the street must have been crushed, so ok, we wait for that to be sorted. New installation date 2nd November, they arrive, still the road hasnt been repaired so away they go again, this is after having time off work, numerous lengthy phone calls to Virgin who have some awful people working for them, sorry but they do!!! We were then given another date of 29th November, so more time off work, to find out when they arrive that the road problem still hasnt been sorted. Are Virgin seriously having a laugh with us!!! Grrrrr angry is not the word. I demand to speak to a Manager, who promises to ring back tomorrow, like that will happen, we have been promised numerous phone calls back and got nothing, is there really any professional people working at Virgin that can actually sort queries out. I am so disappointed in the overall service..it is unbelievable for such a high named company. I am sure Richard Branson would not be impressed. SO if anyone is thinking of getting Virgin Media..just beware the overall service is beyond zero and very unhelpful and unreliable staff at the end of the phone!!!!
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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I had such a bad experience with Virgin after being a loyal broadband customer for 4 years, I have just had enough. The service they provide is spotty and the customer service is rude and unaccommodating. How can a company not take notes when you ask them to cancel your account???? I now have an £120 charge of internet & phone that I didn't use?? I thought if I just talk to them like a human being that would be enough, I mean how can you refuse to give a refund and not even be bothered about getting the money from the person using their service, they would get the same amount of money it's just them to caring and hiding behind corporate policy. I got passed around to at least 10 different people in different departments, and then you get transferred to the 'bully' who has been trained to brow beat you into submission by not caring about you in the slightest. They don't even listen to you they just wait for their turn to say, no, we are keeping your hard earned money just because it's against a policy that I have never seen nor signed or agreed too. Well guess what... it is not my policy to give money to anyone that has not earned it.
Corporations should have a responsibility to do the RIGHT thing when situations arise where human decency is needed. We all need to vote with our money when a company steps out of line and just starts caring about the money more than the customer. Would you want to give money to company like this??... cause I wouldn't.. Never again will I use any of their services.
The thing about virgin is they make you pay 20% extra for what you think is going to be a much better service, but this is false. I thought that as a virgin customer they would go the extra mile to provide great or even ok customer service. This is false too. Virgin spends all this money on advertising telling us they are a certain way when they are not! I mean when I left Utility warehouse years ago they were way nicer and they are a small company in comparison.
I have now changed to BT broadband and they are really great. I had an issue which the customer service bent over backwards to help and make sure everything was ok.
- Location
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- Location
- england
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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I'm not the type to ever leave a review, let alone a bad one, but unfortunately i feel i need to now. DO NOT PICK VIRGIN AS A PROVIDER.I have been let down in a variety of ways... over charger 3 times, huge lack of customer service, let alone the fact the speed of my service is crap, takes around 1 hour and a half to download anything. pathetic. Virgin media you should be ashamed of yourself.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- 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.