4,679 Customer Reviews over 117 pages
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
-
Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
-
Good product technically but they incorrectly overcharge you r direct debit for items /services you don't use and it is next to impossible to get a refund or find anyone sensible to talk to in customer service as it is all robots and overseas call centers and to add insult to injury they charge you 16p/minute on an 03 number to tell them they are taking money from you they are not entitled to!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-09-30
- Comments
-
Appalling company. Avoid at all costs. They are impossible to contact if you want to sort anything out. I've tried multiple means over several weeks now and you just never get through. Broadband speed is ok but goes up and down a lot. Would never recommend.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-02-11
- Comments
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I'm with Virgin since June 2014. It was all right speed...ish. Most of the time I had to reset the router. I had a 1 year contract.I just forgot that I was At the end of my contract in June 2015, so they just add up another 18 months contract!!! Without any notice!! Good one Virgin.
Today I called them cos my internet sucks, I have better internet on my Giffgaff sim card... They I'm in broadband traffic management... They explained to me... They said I upload a lot, witch I don't... But as soon as I upload some photos on Gdrive, my internet goes down! They say they reduce the speed of the upload only... But I can't even watch a short video on Youtube???? Why I have to reset it daily to use it just to navigate on internet?? I can't take Skype video calls cos the internet goes down... Don't buy VIRGIN BROADBAND!!!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-03-22
- Comments
-
Awful attention to the customers. Passing the phone calls one to each other not having any solution for anything. They own me money yet.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-06-02
- Comments
-
The customer service is the worst service I have received in all my life. They didn't install the broadband for more than three weeks and after maybe ten calls they didn't risolve the problem. Only one word: this service is a shit!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-03-01
- Comments
-
I used Virgin for a bit more than a year - broadband was extremely slow and stopping every 5 minutes. When I moved to another provider they continue to get money from my account and never reimbursed me ... Their customer service let you on hold for ages... Very very disappointing
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-03-18
- Comments
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Virgin sent an email with a date and appointment to install fibre broadband and confirmed the week and day prior to the promised installation by text. But on the day they did not install it - although I stayed home specially. They pushed it back two weeks. Virgin's call centres in India assured us there was no chance to do anything different. They offered no apology nor recognition that busy people need Virgin to keep appointments just like they text and ring to make sure we do.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-03-31
- Comments
-
Rarely got the advertised speed. Had few periods where broadband was out of action. Customer service was absolutely shocking when we moved house and tried to cancel the deal, the only way to do it is on the phone, then they asked lots of completely irrelevant questions. Won't be using Virgin again.
- Location
-
- Location
- OXFORD
- Reviewing
- Virgin Media
- Date
- 2024-01-12
- Comments
-
Very bad, harassment when leaving.
I have been paying overpriced internet since the end of my contract in may 2023 : 51£ a month !!! so of course, when moving out of my flat, I want to cancel !
I felt harassed when asking to cancel my contract. They made it impossible.
Instead, the team created a new contract WITHOUT my permission, which, I am sure, is illegal, while I was asking for cancellation of my internet from the beginning.
Also no help and no commercial gesture when I want to leave on the 24th of january (end of my last bill and date where I will be moving out) ! Instead they asked me to pay a cancellation fee which was 30 pounds (I was not under a contract anymore, it's that you need a 30 days notice!!! I guess, anything is good to force people not to leave, I didn't know I was signing a pact with the devil!).
Basically, virgin media are thieves, stealing money and time from people ! Indeed, it took me an afternoon and 4h the next morning to cancel my internet and the new contract they created without my authorisation.
ALSO internet is mediocre ! I had a 250mb speed contract in a 35m2 flat, router in the bedroom, I could have good signal in the bedroom only !!!! Ridiculous !
DO NOT go there, I wish I could have put no star at all, but not a possibility.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2020-09-28
- Comments
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Every couple of days it drops out for anywhere between 5 minutes and several hours. Close to impossible to speak to someone (have given up twice after hanging on for 40 minutes). Web help is useful for such intermittent issues
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2018-02-03
- Comments
-
At the end of the day, the broadband is excellent, but literally everything else about this company is not. When we first got it, I couldn't install it properly due to an issue with our house. We had to wait 2 weeks for an engineer to come and do a 5 minute job. 2 weeks when we were already paying 30+ a month. For a several million or billion pound company, that's just ridiculous. This doesn't include all the hassle I've had with customer service. The service is clunky and takes ages just to talk to a person. To be fair the people themselves are helpful and do their best but the company itself just makes the process as difficult as possible and puts them in a horrible spot. When faults happen, no email to let you know, just an "oh that'll be a few days before you get your service back" when you go through the 15 minute call to get hold of them. Literally the worst company I've ever dealt with. Now that fibre optic is being offered by other companies, go with literally every other one. Virgin is the worst company I've ever deal with, and I will never buy or use another of their products ever again.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-01-24
- Comments
-
Virgin sent us a letter saying that the cost would go up. When we phoned to say we were leaving them they said that they only wanted us to phone them so the price could go down. Someone is not being honest. This may well be a criminal offence under section 2 of the Fraud Act 2006, although I have no confidence in the authorities doing their job. Have moved to Plusnet and the signal strength is better, despite it coming down the phone wires.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-05-13
- Comments
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My internet is terrible. I live in a medium-sized house where the modem is at the front and I'm at the back, and I go through about 6 or 7 hours a day where my internet is so slow it's basically non-existent. When I called Virgin to tell them this, they said there was no obligation in their contract to provide *good* internet, only to provide basic coverage. Nothing I said could make them get their asses here and sort out our net. Bloody cheek!
- 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
- Oxford
- Reviewing
- Virgin Media
- Date
- 2020-07-31
- Comments
-
The worst customer service in universe!
- Location
-
- Location
- oxford
- Reviewing
- Virgin Media
- Date
- 2015-10-12
- Comments
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The broadband speed and reliability are getting worse. It is difficult to get timely information when the line goes down. For example, when we were left without an internet connection at home and tried to contact Virgin from work, the CHAT option insisted that that was no problem at all. Eventually, after spending ages on the phone, it transpired that the whole area was affected. No transparency about a complaint or compensation procedure, though.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-09-30
- Comments
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I had setup a new contract, but the delivery never arrived. Upon calling them, they told me that the contract had been cancelled, and insisted they had told me about it over the phone. I have never received a call from them, nor an apology for the misunderstanding. They suggested calling the sales team to set up a new contract, and so I did. Just not the Virgin Media sales team...
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-01-10
- Comments
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Customer service is shocking. Virgin Media Payments continually failed to correctly set up our direct debit and correct billing period leading to month after month of payment issues and repeated suspension of services. Each time we called they would apologise, refund charges, reinstate services and attempt to resolve the issue.... Next month it would all happen again!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-04-20
- Comments
-
Avoid at all costs
dreadful customer service that is unapologetic and unrepentant.
we had numerous emails and visits, agreed an installation date and was told to cancel our existing broadband provider for the day after installation, so we did.
received an email 4 days before installation only to be our date was cancelled and we had to wait 8 weeks, after spending an hour on the phone with no apology and speaking to several departments, we eventually cancelled everything, then had to spend another hour to my existing provider to try to reverse the cancellation which we couldn't and had to take a new contract just to keep our broadband active.
Never ever would i use this company again.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2018-11-23
- Comments
-
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.
As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.
As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2018-01-04
- Comments
-
First things first, the speed of the broadband is very fast, I cannot fault it there at all. We get around 80-100 mbps which is what we pay for.
However, the internet will drop on average 4-5 times a DAY. The broadband hub then resets itself which can take up to 40 minutes to turn back on. We have had endless talks with Virgin, including having an engineer come out and being sent a new hub... these did nothing.
The customer service team run you in circles and tell you to do the same thing over and over.
A big negative for me is that I suffer with a disability which means I am often unable to talk on the phone. When I cannot they offer an online chat service, that is ALWAYS busy. I got to use it about three times in the 10 months of internet problems (the current full length of my contract). When I rang last I explained my disability issue again at the end of the call and asked for an email address... there isn't one. So I asked for a physical address to send a complaint... there isn't one?
You can talk to the community on a message board, however this is a slow and clunky way of doing it and useless if your internet isn't working.
They have an online video chat for people who use sign language. Great, but I don't and again you have to use the internet! A simple email address to go back and forth to from a library or from your mobile data would be so much easier.
Overall an unreliable service with poor communication with anything other than a phone (which is always automated your first call until you'r asked to call back). Would not recommend at all.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2019-10-03
- Comments
-
Absolute joke, literally nothing went wrong. Called in to cancel but they didn't log it so they charged me for an extra 2 months, when I told them I had left the property and couldn't return the equipment they charged me for that too.
I advise anyone to actively avoid Virgin Media.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2014-10-08
- Comments
-
In comparison to the other reviews, I had a good experience with Virgin last year.
Our package was 60mbit. Our speed was at least 60mbit ALL THE TIME. It sometimes reached 70mbit. Very very few dropouts, never lasted more than 5 minutes.
Customer service has always been great. They even give you the mobile number and email of the person you are on the phone with (and they really do try and phone you back, even if you are in another continent!)
Signed up for a new package, they gave me a 6 month contract. Free installation. Slight wait for the engineer though, but that's the same in all the other cheap broadbands.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2015-05-27
- Comments
-
Had a fault with our broadband that took 4 MONTHS for them to finally send a technician round a resolve. Only given a £46 refund having paid just under £200 for that time period. Terrible service.
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2017-02-22
- Comments
-
After over 4 weeks since the original install date and 5 separate visits that required time off work I was denied the free installation fee due to the customer service person failing to write the notes on my account. DON'T WASTE YOUR TIME WITH VIRGIN MEDIA!!!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-10-28
- Comments
-
Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
- Location
-
- Location
- Oxfordshire
- Reviewing
- Virgin Media
- Date
- 2019-10-01
- Comments
-
Virgin claim to provide fast broadband, not fast (or reasonable)
service!
I feel my recent experience with Virgin Media does not even deserve 1 star.
Background
I wanted to save some money, so I contacted Virgin Media to find out what was the best price they could offer me. They were advertising a great deal for new customers. I had been with Virgin for 10 years and was told that new customer offer was only available once per household. Despite me telling Virgin Media that I was unemployed and was looking for ways to reduce my monthly outgoings, I was twice offered a new deal that would be more than I was already paying. A clear indication that they were not listening to me. I re-requested that they give me their best deal. The ‘best’ they could do was nearly double the new customer offer I mentioned earlier. I declined their offers and said I would be looking for an alternative provider. I was out of contract and was free to leave.
‘Good’ Deals
I did some research and found what looked like a fairly good deal with Plusnet. Contacted Plusnet, I accepted their deal and agreed an installation date. I called Virgin Media back to confirm that I wanted to leave. After trying again to sell me a new ‘better’ deal and then realising they couldn’t come close to the price from Plusnet. I told them I wanted my phone number transferred to the new service provider and a member of the Virgin Media team talked me through the service termination and phone number export process. I agreed to their ‘minimum 30-day’ termination clause, making my last day with Virgin Media day 13 September. I was told by Virgin Media that only live phone numbers can be exported, so they would leave my phone service as active until after the export had completed. The other services (TV and broadband) would be set to end on 13 September as agreed.
I new service was due to go live with Plusnet on 11 September, so this date seemed to provide a good overlap, in case there were any hiccups.
Hiccups
On 29 August, my broadband and TV service stopped working. I called Virgin Media to ask for help. I was told that my service was terminated ‘as agreed’, when Plusnet issues the phone number export request on 29 August. I said that was not what I agreed and was told, but Virgin insisted that there was nothing they could do to turn my TV and broadband services back on until the previously agreed date of 13 September. Virgin suggested I ask Plusnet if they could bring the installation date forward. I called Plusnet and was told they could not move the date forward, as there were not free slots before 11 September. I called Virgin back and spoke to a more friendly individual, who did some research and said she could request a reconnection, she would need to fill in some forms and it would take up to 72 hours.
72 Hours
Can and went, still not service, another called to Virgin Media, another unhelpful team member. The only option to get the service back is to if I “cancel the export and revert back to Virgin Media” as my service provider. If I do that, I get my service back in around 3 days, but I will lose my phone number, forever. I decide not to do this and the issue to be escalated. “It won’t help” to escalate my issue I’m told by the Virgin Media team member. I ask to speak with her supervisor. No that can’t be done either. I ask for a formal complaint to be raised. In a later phone call, I am told that a Virgin Media team member in the ‘Export team’ made the mistake that caused my service to be terminated 14 days earlier than agreed.
No response
Still heard nothing about anything except a few curt, apparently automated, emails telling me to send back their equipment or I will be charged. I sent back all their equipment 13 days prior to the most recent demanding email, so I call Virgin Media again, to be told “we know the equipment is on its way”, but the system takes 10 working days to notify them of this. I suggest they should change the tone of their emails if the biggest delay in the process is caused by their internal system communication. I was treated like it was my fault that a Virgin Media internal system takes 10 days to notify another Virgin Media team. And Virgin Media isn’t responsible if an automated email causes upset. If an email sent by Virgin Media to a Virgin Media customer causes upset, whose fault it then? It must be my fault; I mean I am the customer. Based on my previous experience this should have been obvious, my mistake.
45 Days
Moving on to more pleasant things then, the Virgin Media team member I’m speaking with tells me my refund cheque with me mailed to me within the next 45 days. I ask for clarification, “Did you say 4 to 5 days?” The reply was a definite “No, 45 days”. Forty-five days to send me a refund cheque. What The ****? They have to be kidding me, right? No, it turns out I’m silly for thinking otherwise. Apparently, 45 days is normal and acceptable.
The only thing
The only thing that takes longer than the time Virgin Media take to respond to complaints is how long it will take them to send a refund! This is not actually true, as I haven’t received any communication from Virgin Media about my complaint yet, so don’t know how long I will have to wait for that, but I won’t be at all surprised if it’s longer than 45 days!
- Location
-
- Location
- Paignton
- Reviewing
- Virgin Media
- Date
- 2023-05-10
- Comments
-
Absolutely awful service. We were rebooting the router 3 times a day to reconnect the wifi. Eventually an engineer came out and installed a new router - now nothing works at all.
We have tried on three different occasions to contact Virgin and each time they hang up after 20 minutes.
If you run a business, please, DO NOT USE VIRGIN MEDIA
- Location
-
- Location
- Paignton Devon
- Reviewing
- Virgin Media
- Date
- 2017-07-13
- Location
-
- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2023-05-31
- Comments
-
I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.
Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.
I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.
I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!
This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.
I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.
I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
- Location
-
- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2018-07-25
- Comments
-
I’ve been with Virgin Media for years. We’ve been completely satisfied until about two months ago, when our WiFi cut off every other day, sometimes for hours at a time. Even when we still have WiFi, the connection speed is significantly slower, and when we used a service to check, we discovered that the speed should have been 20 times faster than what it was. When we contacted Virgin Media, they denied that the connection speed was any slower, even though an update that would normally take five minutes was taking three hours. If these two issues are not fixed soon, I will leave Virgin Media for good.
- Location
-
- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2017-07-23
- Comments
-
I was lied to by a Virgin Media sales rep and now my bills have doubled even though I have a copy of my contract which states that my payments will remain the same for the full 12 months, "customer service reps are no help so I will be cancelling at the end of this contract as the cancellation charges are more than it would cost to pay for the last 3 months. i will be going to citizens advice to see if I can contest the new charges.
- Location
-
- Location
- PAISLEY
- Reviewing
- Virgin Media
- Date
- 2017-08-03
- Comments
-
Absolutely horrendous . Broadband always crashing speed never as promised and no customer service has a clue what your talking about ad they are all indian disgraceful company
- Location
-
- Location
- peckham
- Reviewing
- Virgin Media
- Date
- 2020-11-03
- Comments
-
If i could give minus points for customer service i would. Kept me on hold for over an hour and then put me back on hold. Wish there was other high speed provider in my area so i wasn't stuck with the awfulness that in virgin.
- Location
-
- Location
- Penarth S Wales
- Reviewing
- Virgin Media
- Date
- 2015-08-08
- Comments
-
Actual broadband performance Good, and when fault appeared, fixed promptly.
My Big Complaint is that when I tried to inform them that I was moving- I HAD to phone them - no other choice - pressed correct buttons, waited ages - eventually ended up with lady in India - who only dealt with mobile phones !
Customer Service POOR !
- Location
-
- Location
- Penge, London
- Reviewing
- Virgin Media
- Date
- 2017-02-19
- Comments
-
Virgin Media used to provide an excellent service. But like many companies intent on rapid expansion, they have signed up too many customers with their aggressive marketing (sending up to 5 letters a year to people in my building) for the service to handle. I pay £36 per month for a 100Mbps service. Over the last few months I have been lucky to get 20Mbps - and in the evening peak times this reduces to 3Mbps. Upon phoning their (over loaded) customer service I was told they were doing work in the area and I could expect reduced service until April 2017 at least. They are very quick to advertise to people of their service, but not very forthcoming in informing people in advance of the work - I'm assuming from fear that they will loose customers. This smacks of dishonesty and hypocrisy. They offer a paltry month refund - £6 - which hardly makes up for paying for a premium service that is running at 3% of promised speed. Whilst they sort their service out, avoid.
- Location
-
- Location
- Penkridge
- Reviewing
- Virgin Media
- Date
- 2017-09-06
- Location
-
- Location
- Penwortham
- Reviewing
- Virgin Media
- Date
- 2021-09-17
- Comments
-
Start price at £25 was reasonable for 100Mbps speed, basic TV Freeview channels, telephone which I didn’t need as I had a VOIP phone.
On renewal of the contract the price went to over £52 more than double the introductory offer.
I have therefore returned to Talk Talk 100Mbps 2 year initial contract. No doubt the price of this will rise on completion of the initial contract. When I will have to change ISP again. To me keep changing due to exorbitant price increases is false economy. 3 customers in our neighbourhood have already dropped Virgin in the past 18 months another is about to drop sky because of exorbitant increases.
- Location
-
- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2023-01-29
- Comments
-
Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. Please avoid. You don't need this BS in your life.
- 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.