4,684 Customer Reviews over 118 pages
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2020-02-04
- Comments
-
When I moved into my student house, I was told that Virgin Media was the best choice for broadband. However, there is nothing even satisfactory about it. The WiFi doesn't even work most of the time, and when it does its ridiculously weak. Then when you try and call customer service it takes three hours (not an exaggeration) for them to answer. Also, they have installed an automatic child safe service, which blocks websites that are in no way unsafe for children, and there is no way to turn it off if you use a bill sharing company, since you have no access to the account, meaning that I cannot complete very important work. Overall, I would say that everything about them is rubbish and I wouldn't recommend them to anyone
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2024-01-02
- Comments
-
The product is acceptable however the renegotiation of service is appallingly. I experienced a brick wall when Virgin started to take out more money than I agreed. They would not refund or speak to me, failing to call be back and ignoring my repeated Emails. Its nearly impossible to cancel. My calls took 45 minutes to get through to cancellations and then the call disconnected. The has been going on for 6 months, after which I cancelled the direct debit. Because I didn't get to speak to someone, I emailed the person they told me too. Apparently this isn't acceptable. So frustrating, they are after all a communication company.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-01-28
- Comments
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Frequent complaints about speed,should be 200 although 300 is available in my postcode area. Always assured it is correct but i know it is not. was told i had to use their system but could not uderstand what that was. in addition to smart tv.We use 4 other tvs all with cable boxes a laptop, 2ipads, 4mobile phones and 1landline
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-10-04
- Comments
-
I WILL KEEP IT SHORT.
1. They break their contract by putting up the monthly price and then charge for the privilege of leaving them.
2. There is no phone number on the website that I can find. When you do get their number the staff are rude and unhelpful. Expect a long wait.
3. Broadband speed is not what they advertise, far from it. As low a 5Mb/s
4. Tivo box is cumbersome and slow to navigate.
5. Broadband is not reliable especially at peak periods.
6. You pay a premium price for a poor product.
If you sign up with them you may live to regret it.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-12-12
- Comments
-
After losing his job my husband couldn't afford our £60 bill, I rang to explain and to try to cancel our service and set up a payment plan for the debt. This was refused, they would not cancel our account until we paid the £60 (although they did cut our service they continued to bill us) and as that was impossible our debt kept rising to over £200 which we have no way of paying. No understanding or help at all. We tried to do the responsible thing. If they had accepted a payment plan we would have paid it all by now, but instead we now owe hundreds.
- Location
-
- Location
- NOTTINGHAM
- Reviewing
- Virgin Media
- Date
- 2020-07-29
- Comments
-
Another day another broken service from Virgin media. How can they not offer compensation for interruptions up to 2 hrs every day!?! I have never been so dissatisfied with any utility service in my life
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
-
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
-
- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-01
- Comments
-
Can't fault the broadband speed or service.
However i refered a friend and they shafted us. We've phoned up repeatedly to sort it out.
My friend recieved an email saying we'd get 50 pounds each.
Called them afew weeks ago and spoke to a nice to send her a copy of the email,liked her a lot.
Called today and then said no you both don't get 50 quid each i get 50 and my friend get free installation. We didnt get jack. Waste of time since richard bransin sold it.
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2019-04-15
- Comments
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When you're paying for 100 mb download speed and over a period of 4 days you get download speeds of 0.1 Mb, 109.28 Mb, 40.74 Mb and then 22.35 Mb. Try talking to Virgin Media and you get an Indian who can hardly speak English and isn't really interested.
- Location
-
- Location
- Nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2017-04-24
- Comments
-
When we first got Virgin Broadband, it was brilliantly and consistently fast. Much faster than we'd ever had before with any other ISP. But things started to change after a while.
Eventually our speeds decreased. Not by much at first. We usually got 200mbps but not it'd gone down to around 170 or so. But it gradually got slower and slower, and now we get about 25% of the speed we're supposed to get. Our upload speeds have stayed the same, though.
Occasionally, it'll slow down so much that it's barely unusable. This can last anywhere from an hour to a week. Then suddenly, without any apparent reason, it'll be faster again.
We've been given a refund for their terrible speeds.
For the initial speed, it's great, but it's not worth it in the long run. Their customer service is average. Online chat is never available so you have to ring, and you'll be on hold for a while.
Best off going with someone else.
- Location
-
- Location
- Nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
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Had problems from the start with the router repeatedly resetting itself, sometimes as often as every 10 minutes. Called on multiple occasions and they did checks and said it was fine. Only when they did the checks 2 months down the line after repeatedly calling them regularly did the router actually reboot itself whilst they checked, so they realized there was a fault. Then they sent people to check which did nothing despite them saying it was fixed. After over 2 months I called and they said they'll just do some checks and I said I wanted to talk to the manager. He decided to send a new router. It worked ok for a few days and has now began doing what the previous router did. I fully regret my decision to have virgin media wifi and I wouldn't recommend it to anyone. The speed of the Internet is a lot lower than they claim it to be. I am paying for up to 50MB and I understand it can be lower but having done a speed check very recently I found the download speed at 1.71 MB and the upload at 0.25 MB. The lowest I've ever recorded is a download speed of 0.54 MB and an upload of 0.17 MB. These are not the speeds I am paying for. And it is not cheap, especially considering the standard received.
- Location
-
- Location
- nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
-
I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...
They may offer the best speed, the best deal, I will never go back to them.
- Location
-
- Location
- Notts
- Reviewing
- Virgin Media
- Date
- 2014-09-26
- Comments
-
Absolutely fine until the day you encounter a problem or attempt to cancel due to their price increases mid contract. Call centre staff lie with the aim of eking out a little bit more cash from you before you leave. Once in the "system" nothing is reversible and any complaints can only be dealt with in writing within 28 days (contrary to what their own complaints policy states and presumably so people tire of the stress of the issue and give up the money virgin demand just to get away from such a shoddy company). No matter how pleasant staff seem on the phone always assume their seemingly casual questions have an agenda, take names and record dates because no matter how normal a call seems in my experience they will be attempting to take more money out of your pocket.
- Location
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- Location
- Notts
- Reviewing
- Virgin Media
- Date
- 2023-05-07
- Comments
-
Literally the worst ISP in the country. Regularly going down completely and when it is up I get an average of 1/10th of the speed I pay for which is criminal. I have received 1/2 the expected speed just twice in tests since upgrading to 1gb speed, it was honestly better speed wise on the 350mb service. Virgin media is a con and the company should be investigated by trading standards and ultimately closed down.
- Location
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- Location
- Nr Manchester
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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No phone for over 2 days now.... Engineer went off one day, I complained unbeknown to me a engineer was booked. Got on to technical in mdeed there was a network fault and the phone returned within the time quoted!
The next day an engineer rang, 'doing some test' the line will go dead for 10 mins. and it comes back cancel the appointment - it never came back 2 day's is a very long 10 minutes.
#
Can I get it sorted.... you're welcomed to try. So I'm gonna notify the billing, notify the banks and suspend payments until it is and that I am refurbished the cash I spend on my mobile - over £15-00 worth to VM.
UTTER DISGRACE.
- Location
-
- Location
- Nuneaton
- Reviewing
- Virgin Media
- Date
- 2018-07-03
- Comments
-
It is outrageous how in 2018 you cannot have a 3mbps stable stream for 2 hours. I am on the 200mbps plan and the packet drop is so bad. Paying for buffering really. Waste of cash.
- Location
-
- Location
- Nuneaton
- Reviewing
- Virgin Media
- Date
- 2018-08-31
- Comments
-
Terrible service all around. I switch from Talk Talk to Virgin and its jut nightmare. So much things went wrong. I could not connect my smart home devices, wifi printer. They want me to pay extra to make my wifi printer to work with Virgin wifi )) Then I had problem when I reboot router all my device will lose connection and I need to type manually password on ALL my wifi devises in order to get connected. Every week we a had bad connection problem and we need to call then, then call again. Its jut not worth time you are westing on broadband! I dont have time for these calls and fixing problem! I want it working!
- Location
-
- Location
- nuneaton
- Reviewing
- Virgin Media
- Date
- 2017-02-11
- Comments
-
Don't trust Virgin every bill i get they have charged me incorrectly and just apologise and credit the account,then the next month find they haven't credited,the apologise and say they will rectify.
THEY ARE NOT REPUTABLE they try it on hopping you do not notice overcharges.
- Location
-
- Location
- Nuneaton
- Reviewing
- Virgin Media
- Date
- 2020-07-25
- Comments
-
Do not use virgin media - ever! They are the most inept company when it comes to pricing and customer service. I spent 2 hours on the phone to try to sort san issue and spoke with 4 different people before the line wdnt dead. Useless - do not use!!! You have been warned!
- Location
-
- Location
- Nuneaton
- Reviewing
- Virgin Media
- Date
- 2020-07-15
- Comments
-
An awful company. Customer service deserves nil stars, instead of one. I WILL NEVER USE THIS COMPANY AGAIN - WHATEVER THE COST!!!!!!
- Location
-
- Location
- NW
- Reviewing
- Virgin Media
- Date
- 2014-07-16
- Comments
-
Take care if you don't know how long you will be living in a property.
I was told prior to contract if they could not provide the service when I moved the contract would be cancelled with no penalties.
Surprise Im moving they cannot provide virgin service and have charged me £166.66!!!!
- Location
-
- Location
- NW3
- Reviewing
- Virgin Media
- Date
- 2019-07-26
- Comments
-
I've come to loathe Virgin Media. Constant service slowdown and interruptions and this is after 2 technician visits trying to "fix" the line and what have-not. Ludicrous. Pathetic service. Switching to someone else NOW. Stay away! They suck gas!
- Location
-
- Location
- NW3 1DD
- Reviewing
- Virgin Media
- Date
- 2018-10-20
- Comments
-
Moved in there weeks ago. The internet has been out for two weeks... damaged cable, no replacement cable, no feedback, nothing.... just really awful service.
- Location
-
- Location
- NW6
- Reviewing
- Virgin Media
- Date
- 2021-03-08
- Comments
-
If you need reliable internet access for work, school or home devices, do not expect to get it from Virgin media. We didn't have internet in February 2021 for 10 consecutive days. The website said that broadband is good, phone message said that they are improving the services and when one gets to speak to the real person, they admit that there are problems... but there is nothing they can do. No internet during lockdown, home schooling, all working from home. This didn't go down well with employers or school. It gets better. Virgin Medea decided that they don't need to pay compensation because they say that was intermittent lost of internet and would not believe us when we say that it was constant. Its their word against ours. Wait, it gets even better. No we are in March and so far we had 8 consecutive days and counting without internet. We spent hours on the phone fighting to get it back or to allow us to end contract early. IF YOU VALUE YOUR SANITY, DONT EVEN THINK OF VIRGIN MEDIA.
- Location
-
- Location
- NW6
- Reviewing
- Virgin Media
- Date
- 2023-02-01
- Comments
-
I know people will think only upset customers tend to leave reviews but I do need to share my experience with there customer service which has been disastrous. I applied for a house move back in November and was offered a £22 monthly fee for the broadband only service, along with a complementary wifi pod. The £22 fee was to be achieved by applying a £25 credit to a £47 monthly bill. The agreed moving date was 6th January. Below a list of all that has gone wrong to date:
- they disconnected my original line on 6th December. I do not know the reason til this day but suppose they just mixed up the dates. Anyway it took me a week to get my line back with no internet in the meantime
- I am now getting billed the full £47 a month with no sign of a credit. I have spoken to them about 5 times about this issue - always get apologies and promises that it would be fixed but it has not been to this day
- likewise, after a month in the new property i am still waiting for the wifi booster. The agents I spoke to over the last couple of weeks all promised me it was on its way to me but the one I spoke to today admitted that the booster was never order. So they basically lied to my face. They know want to charge me £8/month for the booster, possibly taking my monthly bill to £55/month instead of £22 as originally agreed
- I have spent countless hours arguing with them with no progress made on either issue. No one takes ownership on their side. The moving team blames it on the retention team who blames it on the wifi team. It is ridiculous.
- they never send any written confirmations of your conversations. They promise it's all noted on my account but half the time the next agent admits the notes are incomplete. It's basically your word against theirs
- i have now passed the 14 day cooling-off period which, I suppose, was their objective to start with. They mess you around promissing all sorts of things until you get to that point and then they just deceive you and say you have to pay a disconnection fee if you're not happy and wish to leave
I will file a complaint with the Ombudsman now. Hopefully people will ready this review as it is first hand, real experience and in my life i will never ever use Virgin Media again
- Location
-
- Location
- NW9 9TD
- Reviewing
- Virgin Media
- Date
- 2023-04-01
- Comments
-
Very bad broadband services and customer service, they provide worst broadband services and no customer support and not giving any compensation
- Location
-
- Location
- NWOKEJI
- Reviewing
- Virgin Media
- Date
- 2019-02-23
- Comments
-
Virgin media is the worst company I have ever met on the Planet. I have had my broadband service interrupted so many times and when you call the useless call centre they are in a hurry to rush you off the phone. They need to stop using those terrible call centres. They are impatient unhelpful and totally useless. Do not make the mistake I made. Rubbish broadband service, even worse customer service.
- 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
- Oldbury
- Reviewing
- Virgin Media
- Date
- 2020-12-15
- Comments
-
Terrible and expensive service, really regret to have hired this provider, I want to cancel as soon as the contract end, BE CAREFULL AND DO NOT CONTRACT VIRGIN MEDIA terrible and expensive Internet TV provider THE WORST IN THE MARKET
- Location
-
- Location
- Oldbury Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-09-12
- Location
-
- Location
- Oldbury West Midlands
- Reviewing
- Virgin Media
- Date
- 2019-09-08
- Comments
-
Very disappointed. Adverts promised great speed, an ‘intelligent’ router which would distribute signal where it is needed. Instead we are not getting speed unless attached with Ethernet cable. As bad as 0.16 Mbit/sec upstairs. Customer services useless. Technical support useless - apparently positioning of router suddenly not appropriate. Missed pulling out of deal (cooling off period) by 1 day or would have. Wouldn’t recommend. Would actually say ‘don’t do it’
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2016-02-19
- Comments
-
We're do I start? Bad customer service largely due to off shore call centre. Broadband has gone downhill since November last year with there basic 50mb connection you get 1-4meg at peak times, anything between 5pm and midnight. So if your thinking of virgin media be very wary of these 100-200 meg claims ! Buyer beware!
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2019-06-14
- Comments
-
Moved over from talk talk because of the promise of faster broadband and a better overall performance.
Been a customer for 4months and so far not impressed.
Broadband is constantly going down in my area and it's so slow. It's really frustrating.
I will be changing providers at the end of my contract.
If you are thinking of coming to Virgin, remember that the grass isn't always greener folks.
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2018-05-26
- Comments
-
Although Virgin probably have the fastest speed rating they are NOT the most reliable the broadband quite regularly drops and as for streaming that is a joke . The most irritating thing about them though is the fact that when you do have a problem and you need to speak to someone you very rarely get someone in the UK on the other end of the line they are in another country thousands of miles away and don't speak very good English and they can sometimes be very rude so i am not impressed with customer service at all so if i can find another Broadband service with speeds that can equal Virgin media then i will be moving .
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2017-10-10
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
-
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
- Orpington
- Reviewing
- Virgin Media
- Date
- 2019-11-05
- Comments
-
Slow service paying for something im not yet paying for no phone awate to speak to someone an hour or more even better if my company if look after my customers past and present
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2021-05-11
- Comments
-
Having asked for my address on their website, it was claimed there that my house could receive internet. That was untrue. After several weeks, and an engineer visit, apparently they need to do some construction to lay the line to my house which takes 2.5 months! My wife and I have been unable to work from home.
Customer service is a joke. After waiting a minimum of 30 mins, you get transferred from dept to dept with no one having a coherent view of my account and status. No one is customer centric and no one cares. I also lodged a complaint with them and they said they would call back - call backs never happen by the way. They have no shame either. Other than for their name, they should be ceased from existence and the regulators should do some serious probing.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-11-03
- Comments
-
I upgraded my account and was promised to pay extra 7 pounds per month. Ended up with +50. Phoned up again trying to cancel the contract. Was promised a new contract for 21 pounds. Today the new contract came through and voila... 39 pounds per month. Phoned them again and tried to cancel. They said it's an error and will call me back. No one called. This company is a nightmare, impossible to cancel. They are trying to roll me into a further twelve months contract. I feel like I am dealing with The Wolf of the Wall Street characters.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
-
Impossible to talk to anyone at virgin. Have had problem for a week with broadband speed and have informed them by their idiotic phone system. Their recorded messages give your false information and nothing gets resolved. The frustration is not worth it.
- 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.