4,684 Customer Reviews over 118 pages
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-11-27
- Location
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- Location
- Bankupelle
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
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I have agreed to switch from current broadband provider to Virgin as there were many letters from Virgin promising 200 MBPS internet fibre optic connection and good offers.
But, i came to know from my friend in the next lane that they had lot of issues with Virgin connection as they failed to enable a connection for 2 weeks and informed that it will take another 8 weeks to enable a connection in to the house as it will require a council permission.
I called Virgin atleast 5 times as i did not want to face the same issue. Even the day before the Virgin sales team said 99% there are no issues for connecting the broadband as there are other properties in my lane, who has broadband connection. On the day, engineer informed me that it will take 2 further days to investigate and may take extra time to get council permission.
The worst part was, they disconnected my phone, TV and boardband with existing provider.
This is irresponsible from Virgin as they did not foresee the issues. I had to be on phone for hours to stay with current broadband provider.
I suggest you only opt for Virgin if your house had a connection from the company before. If not, i am very sure that the sales team will try to sell the services but will fail to deliver
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
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Terrible customer service theyve got illiterate staff from abroad who can barely understand english.
Greedy money hungry couldnt give a toss about customers.
Uk calk centres are the way forwad virgin.bunch of a**holes lol
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
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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
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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1 year with Virgin Media so far so good. Our Virgin Media Super Hub is excellent, most of the time we are getting about 50Mbps download, 3Mbps upload and about 20ms ping on a Wi-Fi which is great. The internet is pretty stable. Not the cheapest but you get what you pay for. Can't believe they have so many bad reviews!
Very satisfied with Virgin Media Broadband. Excellent customer service! Great Internet Speed! Reliable!
Highly recommended! 10/10
- Location
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- Location
- Maidenhead
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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Is absolutely rubbish don't buy it! They even can't install it properly is not working at all! They make u wait ages ,the costumer service is rude and not helpful,im still waiting they should contact me is not happened,im disappointed is a worse firm ever!
- Location
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- Location
- Fareham
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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I just experimented one of the worst customer service. I call to Virgin Media in the beginning of November's to told them that I was moving houses and I need a technician to install the services in the new house as this was completely new (all rewiring, plumbing, etc.) They a knowledge this and told me that no problem in the 25th of November a technician will go to the new address between 8 - 13 to do it for us. There is a surprise today is 25 and they deliver a instalation package to do it our self. When I call to Virgin they told me that there is not notes about a technician. They asked me to book a new appointment. After talk to 4 different people on the phone explain to each one of them the situation and the answered the security questions still not even near to give a monkeys about my issue. Guess what apparently there is no managers in Virgin Media to talk with and their employees tell you (obviously with no meaning) they they understand you but is nothing they can do. This probably isn't a big issue but this is the same customer service and the same answer for every single issue "Nothing they can do". But if you want to leave even if it's their mistake YOU HAVE TO PAY THEM. If you are late with your payments you get penalise. If you do anything wrong you have to pay them. If they do a mistake it's ok. I the end of the conversation they offer me a disccount of £3 of my monthly payments for the issues but still need to wait for a new appointment with a technician. I do not know if they were joking about the discount but I told to the lady to go and get herself a coffee with the £3. And they cut me off.
Is there any descent client serviced focus provider that use the common sense? Are all this actions and contract legal? At some point these Internet and phone providers has to change the way of doing business, I can not believe that all this issues are handed in this way for the business interest. Will be so easy and remunerated to do the right thing.
- Location
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- Location
- Poole, Dorset
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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Disgusted that we have been with virgin media for over 8 years and the service and attitude of staff has deteriorated. I always looked at the virgin brand and thought quality, I think it is ashame that the brand of Richard Branson has gone down hill, maybe now he is worth over 3 billion pounds he has lost interest. They are constantly over charging, are rude in the UK center (Indian center are usually helpful, it has to be said) and the broadband and TV service is up and down constantly. Have decided to cancel all 3 mobiles and will cancel my broadband service as soon as possible. Will probably try BT.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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The worst customer service I've ever encountered.
Was missold broadband - waited weeks for an install date, had everything installed, then turned out the service wasn't even available in the area. Tried to cancel and was repeatedly told 'Just be patient and we will deliver, maybe 2-6 months'. Still have not been cancelled after being told that no one is able to cancel and that you will be phoned back immediately.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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I am currently writing this review using my mobile phone data, as for the sixth time in the past two weeks, for no known reason my Virgin Media 200Mbps service is down. You would expect a 200Mbps service to also run fairly rapidly too, yes? You'd think so, but for the past month the extortionate amount of money in paying is impressive if it ever exceeds 10Mbps.
I have contacted customer support on several occasions, and every single time I'm told about some sort of "work" in the area or given some other, equally dismissive excuse, yet when I check out my broadband service status on their website it hilariously claims "there are no known faults with your service". I have been offered neither refund or explanation outside of the generic "work in the area" or "utilisation" or, as the really helpful woman told me last week "there are no issues with your Internet, it is running fine" as I sit in front of my computer, and router being told there is no connection to a local DNS and the router blinks it's typical "I am not connected" light show.
Previously I've had very few issues with the service, but when it goes wrong, it goes catastrophically wrong. You are either one of the lucky ones and receive a full five-star service, or you, like me, pay high amounts of money for less than a percentage of the speed you expect, and then get dismissed when you ask them to fix it.
If you go with Virgin expecting some semblance of quality, in both service and support, I'm beginning to believe you'd be sorely mistaken. You would be better off taking the £80 or whatever it is they charge most people for their "high speed service" these days and setting the money on fire. You'd get more use out of it that way. You can cook, warm yourself up and clear a forested area for yourself to built a hut and live in the wild, because you would still be getting the same Internet service.
Apologies for any formatting issues, typos and the like, as stated, I'm having to post this on my mobile, as the only reliably speedy Internet I have currently is my mobile data...
- Location
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- Location
- Poole, Dorset
- Reviewing
- Virgin Media
- Date
- 2016-11-24
- Comments
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Disgusted that we have been with virgin media for over 8 years and the service and attitude of staff has deteriorated. I always looked at the virgin brand and thought quality, I think it is ashame that the brand of Richard Branson has gone down hill, maybe now he is worth over 3 billion pounds he has lost interest. They are constantly over charging, are rude in the UK center (Indian center are usually helpful, it has to be said) and the broadband and TV service is up and down constantly. Have decided to cancel all 3 mobiles and will cancel NY service as soon as possible. Will probably try BT.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-24
- Comments
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It took me 4 months to get changed over as the main account holder, only for me to be stuck with charges. None of my details were processed and I had to spend an hour confirming the details I already gave them. No communication about a 2 week long fault in my area, no complaints service. I asked to be on e-billing 3 times to no success. And when I moved out of my property into a place that already has Internet services I was given a charge of £76 and told that if I wanted £50 taken off this, I had to get a friend to sign up. That is criminal extortion.
If I could give less of a rating I would.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-23
- Comments
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Virgin broadband is the absoloutley WORST for 1. The customer service may aswell be on existent because they speak or understand little ENGLISH, meaning they can never resolve any issues you have or compensate you in any way! My internet was OK, about 2 years ago since then constant problems since the start of this year I rang up around July they told me it would be fixed in my area in October, I ring in October to see why it's still RUBBISH he tells me September it will be fixed !! Now we're in November and the internet is unusable !!' My upload speed being 0.50 and my download 0.15 !!!!! It's unbelievable how virgin charge me £40 a month when I have NO internet ?? They are the worst provider out the and the customer service tops it off, absolute joke of a provider so sign up to virgin if you want to be ripped off and bad internet.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-23
- Comments
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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
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- Location
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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Not even worth 1* the worst company you can ever deal with. The so called customer relations team who are tgere to resolve your complaint dont even know what day it is. A woman called Karen or Carol has the worst attitude ever. Advise to all.. DO NOT SIGN UP FOR VIRGIN MEDIA.
- Location
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- Location
- lancashire
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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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
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- Location
- South Wales
- Reviewing
- Virgin Media
- Date
- 2016-11-22
- Comments
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Shocking customer service. Very unwilling to help resolve problems, they just try and get you off the phone asa quick as possible with no real solution. The equipment is very cheap and fails frequently. I have three Router/modems that have broken in a twelve months period.
- Location
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- Location
- Hillingdon
- Reviewing
- Virgin Media
- Date
- 2016-11-21
- Comments
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Waste of Time and Money with Virgin. Never have Tv broadband and Phone with them. In my area every fortnight there is issues with the service means you lose all your services. Pay for what you never get. No doubt they have fastest broadband but only when the line is flawless. I wouldn't recommend to anyone. Can't wait for contract to finish and can walk away. Extremely poor customer service adds to extremely overall bad experience. Avoid if you can, you have been warned.
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2016-11-20
- Comments
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The usual saying is you get what you pay for except when its broadband .everytime I do a test on here it gives me the miserable speed I know I'm getting but it then tells me I could get speeds 7 times faster with virgin but I am with virgin fibre optics so where is my 200mb as apposed to the 17mb I get now.
- Location
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- Location
- Waverley
- Reviewing
- Virgin Media
- Date
- 2016-11-19
- Comments
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The worst company I have every had the pleasure in dealing with
Rude incompantant staff who have no idea what they are doing. Please don't be fooled but the "we record all phone calls" as only 1 in about 100 are recorded!
- Location
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- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-11-19
- Comments
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I am using their so called fibre optic 175 mbps but net is extremely slow and on speed test I got download speed of 0.6 mbps. Utterly rubbish. I am switch to BT now.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
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Just installed vip TV package & broadband. Within 2 hours I am face with no Internet & limited tv chanels. Contact virgin via 150 transfered to a technical who ask me to turn the box off for 2 minutes.carried some checks after turning on TV no changes to chanels. Suggest engineer visit 5 day wait, transfer to broadband department they suggested an engineer visit 5 day's. Request to speak to manager I was told there no managers available. Suggested cancel contract I was put through to customers relations to a smug young man by the name luke somewhere in Wales who wasn't interested in dealing with my problem. Rang 150 customers relations ask for a manager told all managers were in meetings. Told that he would contact installation team regional manager who will in turn contact me ASAP. I am still waiting. Looks like a good Advert for both SKY And BT.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
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Just installed vip TV package & broadband. Within 2 hours I am face with no Internet & limited tv chanels. Contact virgin via 150 transfered to a technical who ask me to turn the box off for 2 minutes.carried some checks after turning on TV no changes to chanels. Suggest engineer visit 5 day wait, transfer to broadband department they suggested an engineer visit 5 day's. Request to speak to manager I was told there no managers available. Suggested cancel contract I was put through to customers relations to a smug young man by the name luke somewhere in Wales who wasn't interested in dealing with my problem. Rang 150 customers relations ask for a manager told all managers were in meetings. Told that he would contact installation team regional manager who will in turn contact me ASAP. I am still waiting. Looks like a good Advert for both SKY And BT.
- Location
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- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
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I thought BT was bad HOW WRONG WAS I! I now remember why I left them. I signed up again as I wanted the 200mb only to be told they will come and install in two weeks which is normal. Two weeks came and engineer said an external company needed to come out and install a wire to my house. so rescheduled for another 2 weeks - engineer turned up and told me the wire hadn't been run through to my house so will need to reschedule for another 2 weeks. Again the engineer turned up and said the same thing the first guy had said over a month ago. It has left me speechless at what a joke of an organisation they are.....now been told to wait another 2 weeks, 2 months to install a broadband Virgin ?...surely not - I cancelled immediately and stuck to BT.
AVOID AVOID AVOID!!!!
- Location
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- Location
- croydon
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
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been a Virgin customer for the last 4 years paying over £80 per month. Broadband went down last Friday a virgin technician says i need a new cable running outside. The original date i was given for this was feb 2017 but now they can do 20th dec this year! How am i supposed to manage without broadband or tv for 5 weeks until then? When i said that if this was the best they could do i would have to change providers they passed me over to the cancellation team. Bet if i was a new customer i would be connected next week!
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Location
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- Location
- newcastle upon tyne
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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Constantly find myself on phone to report faults
- Location
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- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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Although TV is good, the broadband is very poor at peak time getting as low as 5MB on a 200MB package. Promised to be sorted in November now push out to December.
- Location
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- Location
- Camberwell
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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Similar to most of you, I have been a virgin customer for over 5 years from my previous address and when I advised them that I am moving to a new address, they told me they are unable to provide the service at my new address and hence they have to terminate my contract which has been running for about two months. They sent me a bill of £216 for early termination fee meanwhile I still required the service at my new address. The are cheats and my only advise to everyone is to make sure if you ever have to sign a contract again with Virgin mobile or media beware of this. I will never recommend this company to anyone more so currently there are equally good service providers that can offer services in most areas and also provide you with a much better customer service. Their customer services are just nothing to write home about.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-16
- Comments
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I like to keep my media bundles to about the £50 mark, so what seemed as a good deal at £47.00 a month I signed up for. But be careful, because after sending me offers to up grade to a better bundle, which I also so took on, this original £47 has turned in to £76 after 12 months because discounts have been taken off. Customers services told me they were sorry but I'm on a old contract. The usual low moral behaviour from big business.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-11-15
- Comments
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Broadband keeps going down all the time. Customer service is offshore and useless. Lock you in a contract and can't get rid off them.
- Location
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- Location
- Drighlington
- Reviewing
- Virgin Media
- Date
- 2016-11-15
- Comments
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They said we could have fibre optic according to their post code finder, so I cancelled BT because I was still in cooling off period, as we'd just moved to new address near Bradford. Supposed to install 19 Oct 16, but did not. Numerous calls later and promises of call backs to keep us informed, we're told they don't have the infrastructure, ie duct underground duct to get cable to our house from junction box. My wife is told they have to dig up road at nights to avoid busy traffic. Each night we look out window and see noting happening. Sent two letter to Virgin Media complaints and cc'd them to Richard Branson, no response. On last call, I found out they'd only sent, on 6 Nov 16, an internal application for approval of the cost to install the cable and dig up road. This is lie no4 at the last count. They'll say whatever they have to, to get you off the phone. DON'T USE VIRGIN, THEY ARE CRAP. Worst service I've ever experienced. We've been without broadband and a phone line since 6 Oct 16 on the strength of what their sales staff told us. BUNCH OF LIARS AND TREAT THEIR CUSTOMERS WITH UTTER COMTEMPT.
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-11-15
- Comments
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We have been customers for over 20 years. I am disabled. I need the phone for medical emergencies. A week ago the phone went down. The phone is still dead. This company does not give a damn for anybody and do not pay any attention to the laws of contract. They just want to take your money and give no service. Is a group lawsuit possible in this country?
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-11-14
- Comments
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Completely unusable between the hours of 6pm and 12am.
Having called numerous times, the problem is described as 'over utilisation'. Basically, these money grabbers have over sold the service in the area and cannot offer the speeds we pay for between peak hours, therefore restrict it to an unusable bandwidth.
The result - extremely stressful evenings trying to get a webpage to load.
Want to stream the latest episode of your favourite series? Impossible.
I would not recommend this to my worst enemy!
STAY AWAY!!!
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-11-14
- Comments
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No internet connection oftenly, after many days still there.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2016-11-13
- Location
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- Location
- leigh/manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-13
- Comments
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virgins sales team are a total knightmare to deal with ,i spent nearly three days to order a phone for our grandson for christmas,,waste of time passed from pillar to post to end up talking gibberish for hours on end for no result!!,i,m going back to sky and canceling my telly/broadband/phone,absolutely useless,
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-12
- Comments
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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
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- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2016-11-12
- Comments
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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
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- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2016-11-11
- Comments
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A load of crap, I wont be signing up ever again,prices keep going up almost every two months.virgin sent me threatening emails " we are going to charge you for un used equipment we sent you" more trouble.. there are better suppliers out there now. plenty of choice. stay away from Virgin
- 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.