4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-11
- Comments
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Been a customer for a few years now and when moved houses earlier this year I was going to take the service with me. That is when all started.
Let me just say that the service was never great anyway and customer service always, ALWAYS let me down.
After they took nearly a month to without giving me a installation date I went for another service and cancelled with virgin. 3 months after, several calls made saying I cancelled (they keep me sending a contract to sign etc etc) today I get a message saying that my installation date is next week. They are so not organised and every operator I speak to say that they sorted it out and it is now cancelled..... until another email or text message asking me to confirm something, or sign a contract blah blah blah. Just stop it would you?
- Location
-
- Location
- Sandy beds
- Reviewing
- Virgin Media
- Date
- 2016-11-10
- Comments
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Got problem with my broadband. Engineer can't come before Monday. We are self employed and our business need internet. Virgin can't do nothing until then. Been a customer for over 15 years spend every month between £150 & £180 and now they are telling me that no one can come. So so bad. All my road have got virgin, well I tell you I will tell to all of them, friends and family to go with SKY. that is it I am really fed up. Not fair to lose business because no engineers ..... and you talk to them on the phone and I cannot understand them .... very bad indeed. I will NOT recommend Virgin anymore
- Location
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- Location
- edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-11-09
- Comments
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I would not recommend this company, CUSTOMER SERVICE BIG ZERO, MY BILL SHOULD BE £22.97 - PROMOTION HAHA MY BILL IS £31 - WHY ??? BECAUSE THIS COMPANY ARE THIEVES
- Location
-
- Location
- Snaresbrook
- Reviewing
- Virgin Media
- Date
- 2016-11-08
- Comments
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Very poor and unfair service, I have been with Sky since the 90's, I only got virgin media as I moved to an area that was cable only due to dishes not being able to be put up. When sky could not provide me with Sky TV, the canceled the whole package without any fees. Now I am moving again but virgin want to charge £200 because they can't provide their services to the area I am moving to. Avoid Virgin media, its just using the virgin name to deceive people.
- Location
-
- Location
- enfield
- Reviewing
- Virgin Media
- Date
- 2016-11-07
- Comments
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My wireless internet with virgin never works and we are always experience problems, after calling and having people come out to try and fix it a numerous amount of times we are still experiencing promblems, and end up paying more money on my phone contract to use the internet.
- Location
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- Location
- BOREHAMWOOD
- Reviewing
- Virgin Media
- Date
- 2016-11-07
- Comments
-
The worst internet provider,awful . Never seen such a bad customer service, services.
NEVER RECOMMEND virgin to anyone.
The worse experience a company has offered me all my life. 0 stars
- Location
-
- Location
- Burntwood
- Reviewing
- Virgin Media
- Date
- 2016-11-07
- Comments
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Outstanding service! Finally broadband that is reliable! Prompt and efficient in every way, wish we had changed to Virgin years ago! (BT should stand for Bin it)
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-11-07
- Comments
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I am in virgin media for 5 years now and i had 3 phone contract mibile and broadband contract. I just found out they took money from my account without any permission. Thats rediuclious so i just cancel my mobile contracts but i couldnt cancel my broadband because theh told me u gave 1 years more contract even i didnt give them to renew my contract so completly disappointed. I never recommend to my friends anymore.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-11-06
- Comments
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All was going well with virgin media until a few weeks ago without any consultation with me, they increased my bill for supposed 'up'. Since then for whatever reason my speed have plummeted and im now randomly getting disconnected also. Completely unacceptable.
- Location
-
- Location
- Bromley
- Reviewing
- Virgin Media
- Date
- 2016-11-05
- Comments
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The line to my house was damaged by road works not the fault of Virgin
An engineer identified the problem but I had to wait 1 month for an appointmet for engineers to fix it. An appointment was made for 4th November 1-6pm.
Engineers came when we were out without an appointment and left cable unconnected trailing from my front garden wall up to the house.
When I rang Virgin they had no idea anyone had been but they confirmed the appointment 4th November 1-6pm.
I received several texts confirming that appointment .
On the morning of 4th November engineers came in the morning un announced and connected the cable to my house so wifi was now working again after 5 weeks without it. They would not bury the cable but said the engineer due between 1-6 would do that.
I rang Virgin again and they confirmed the appointment.
No one came so I rang Virgin again and they said the appointment had been cancelled. No one told me.
So although I am now connected I am trying to get Virgin to bury 70 feet of cable but no success yet.
- Location
-
- Location
- Falkirk
- Reviewing
- Virgin Media
- Date
- 2016-11-04
- Comments
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I Have recently been made redundant from my job and am having to move house and cancel my virgin media.as I can no longer afford it.l tried explaining this to them and was shown no sympathy and was hit with a bill for £175 I have been a loyal customer for many years. I would not recommend this company after this enough said. .
- Location
-
- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-11-04
- Comments
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Very disappointed with the service not the first time but actually the second time when it comes to Virgin Media. Been with Virgin Media for 18 month contract and felt that there's no recognition of a valuable customer, and after the offers have finished noticed that prices started to go up on the bills, resulting in leaving the company and went with sky. Further approached by a on the door, Virgin Media sales representative who offered a mouthwatering deals no-one can resist, and same day we were convinced to join the Virgin Media. Following the initial process when we realised that it doesn't have the full deal, we contacted the Virgin Media team, who clearly stated that the deal is not factual, and tried to convince us for a much expensive deal. Convinced on many occasions that the team will contact but no contact made. Eventually after 4 days of the drama, we were able to terminate the contract. And guess what as expected no apologies from the team and no cooperation, even though they missold the product and we provided the evidence to prove this.
- Location
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- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-11-03
- Comments
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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
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- Location
- Maidenhead
- Reviewing
- Virgin Media
- Date
- 2016-11-03
- Comments
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Virginmedia is forcing people to buying a house in ther service area, if not you will be carged 200.20. I did talk to a saff and she tried in my pisse off situation to sell me another contract, would nobody recommed this peovider.
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2016-11-03
- Comments
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I have previously been a virgin media customer and in that property virgin media would have scored much higher. Since moving property. virgin media have really let themselves go. Taking 4 months to install broadband and still no resolution on landline. Not a single call or letter to inform us what is being done. Hours of calls repeatedly having to chase and being given countless unkept promises. Several days of annual leave wasted due to mishaps from virgin.
They may advertise a super fast broadband but they have a super slow installation and zero customer services skills.
My advice would be to consider any other option but virgin if you would like to keep your sanity!
- Location
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- Location
- Eastleigh
- Reviewing
- Virgin Media
- Date
- 2016-11-02
- Comments
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I hate VM so much that I have gone beyond the point of being livid. The old box gave me fast. reliable broadband. The new, cheap-looking white box is useless. I have yet to last for more than 30 seconds (I kid you not) without the buffering / lag starting. It's depressing.
Every day I have problems and every day I check online for any issues in my area, which there invariably are.
I hate Virgin Media! I use my iPhone as a hotspot so I can watch the news or Netflix.
I hate Virgin Media and cannot wait for my 12 months hard time to be up.
- Location
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- Location
- Tilbury
- Reviewing
- Virgin Media
- Date
- 2016-11-02
- Comments
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The worst experience i ever had! We sign contract for 25£ and after 10months charged 37£ and now have started to charge more than 40£ per month... the internet doesnt work properly! When i went to the store and asked about that nobody wanted to talk with me! The excuse was: "im selling and dont know anything else"!
Why nobody said that one day they will start to charge over 40£ just because they want to do?!? Why i didnt hey any email about that?! Very dissapointed, i would never recommend it for anyone else!
By the way, if i want to cancel i have to pay 200£?!? And yes, my contract is for 18months, but it also is for 25£, not for 40£!!!
DONT SIGN WITH THEM!
- Location
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- Location
- swansea
- Reviewing
- Virgin Media
- Date
- 2016-11-01
- Location
-
- Location
- Ne30
- Reviewing
- Virgin Media
- Date
- 2016-11-01
- Location
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- Location
- nottingham
- Reviewing
- Virgin Media
- Date
- 2016-11-01
- Comments
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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
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-31
- Comments
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Virginmedia has been a disappointment from the very begining. Wifi slow and sporadic. We suffered during 2 months of repairs in March and April , and again starting mid October . Some days we have no wifi at all, other days it is intermittent . I am told it will go on for another week or two. This is UNEXCEPTABLE, avoid Virginmedia at all costs!
- Location
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- Location
- Walthamstow
- Reviewing
- Virgin Media
- Date
- 2016-10-31
- Comments
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I was with EE but have been having issues with poor speed. VM are providing 100mb for £38/m which is an increase of 75mb for £5/m extra.
The guy on the phone was clear and it was easy to set up. They kept me well informed and engineer turned up on time. Didnt take long to set up as the router is kept next to the external wall.
If you have 3 floors, the router won't reach the top. Buy a wifi extender. Don't pay VM for it as it is a £60 installation charge and £50 for the extender. Complete rip off as it is plug and go! Go to amazon/argos and buy it. If you pay more you'll get faster speeds. I paid £30 and am getting 35mb.
In terms of speed - varies greatly. I find the router itself useless. My Ee router which is 2 years old is better and reached the loft without a drop in speed. If there are any walls at all speed dropped by upto 50 megs.
Feel really disappointed with the router's performance. You expect better as they rave about their new cables.
- Location
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- Location
- North shields
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Joined virgin broadband but cancelled my account within an hour of joining back in July. I then continued to recieve emails and letters about my account, so I called customer services about 5/6 times and they assured me that my account had been cancelled. However I then recieved the virgin broadband box through the door and it wasn't until I phoned again to tell them that I had it that they asked if I could return it. At this point I was on holiday, which I told them, so they said I was to return it whenever I could. I then recieved an email informing me that if I didn't return it within the next 5 days I would be fined for the box, so I then told them I was on holiday and asked if I could have the date extended to return it, but I had no reply. I returned it within the 5 days but then a week later I got an email of my 'bill'. I then phoned again asking why I have been charged for an account which was cancelled 2 months prior, for a broadband that I hadn't taken out the box and since was returned! They then told me that my account had not been cancelled, even though I was re-assured a good 5/6 times that it was, and had to go through the cancelling process all over again. It was also a fuss trying to get my £25 deposit back, which I have only recieved today (30th October) when I 'cancelled' my account in July. Not happy with the service whatsoever, will not be a returning customer.
- Location
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- Location
- Purley
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Nearly once a week the connection dies down on our street! Have the 100mps speed but I end of using my mobile providers 4g as the wifi is so bad! Moving to sky or another provider! Plus poor customer service over the phone I don't think they care about there clients!
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Shockingly poor customer service, bad attitude, patronising and talking down customers, no care or respect they just want your money.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-10-29
- Comments
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I highly Advise you do not get virgin media it's the worse service you will find. They lie to you about speed, I bought 100mb speed it's not even 8mb, the Internet keeps disconnecting every hour. it's so slow you can not even imagine. I try to ring few times there customer services waiting for the half hour have to hang up. Then I try online they have a people sitting there to sell online but not to help existing customer. when I was buying it they ring me every day. just do not buy the internet from them you will regret it if you buy virgin media keep away from them.
- Location
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- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2016-10-29
- Comments
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Avoid!
We have been paying for a 200mb service, which for the last 14 months has been operating steadily worse and worse. It was great for 6 months but then started to deteriorate.
We do get 200mb, but only during off-peak times. During peak hours we max out around 40 if we are lucky, but regularly drops to 2 or less.
At these times our upload speed drops well below the usual 10-12mb and our ping can reach as high as 900! This means all downloading and online gaming grinds to a halt.
When we download files on one PC, the latency increases to 900 and the other 2 PC's on the network are essentially unable to use the internet.
In April 2016 we called and were told the problem is due to our local area being saturated since Sept 2015, it should be fixed Sept 2016. When we called in Oct 2016 saying the BB was still getting worse we were told the date for the fix was Nov 2016.
We eventually managed to register a complaint by email (their contact info says it's not possible to register a complaint by email! I would love to see what OFGEM say about this...) but did manage to find a complaints email address in the end. Needless to say Virgin didn't respond to the email even though we received a delivery and read receipt within 2 minutes of the email being sent. After the obligatory 5 working days without getting a reply we then called them, and they advised our complaint has been escalated to a manager and we will receive a call in 3 working days. That 3 working day period finished yesterday and we have not received the promised manager callback.
We are outside of our contract end date so we could switch, and we have had our monthly bill reduced by the statutory £12 for sub-standard service, but we want something done to actually fix the problem and I no longer believe the statutory minimum is sufficient after 14 months of problems.
After reading 4 solid pages of complaints on here I have zero expectation we will get what we want and deserve.
Their call centre staff have always been polite and patient, and all based in the UK, however they are unable to fix the issue.
I believe their contention ratio must be through the roof due to over-selling and I'm really unhappy with their price increases.
- Location
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- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2016-10-29
- Comments
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I was persuaded to upgrade my virgin package when I moved house 12 months ago on the basis that they would give me a discount for 12 months to cover the upgrade, and after 12 months I could cancel the upgrade. Now the 12 months is up and I can't cancel the upgrade. Virgin do not permit free TV which is what I had before. To cancel the upgrade I have to enter into another contract which will tie me up for another 12 months. The broadband is also nowhere near the level claimed and trying to use the virgin site is a nightmare because of all the buffering. I have just spent an hour, 14:06 to 15:07, on the phone getting nowhere (most of that hour was on hold). The call was free but I won't get my hour back. I would email virgin but I can't find an email contact address or a complaints procedure. I have been misled and I'm now met with indifference.
- Location
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- Location
- leicester
- Reviewing
- Virgin Media
- Date
- 2016-10-28
- Comments
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I moved home, broadband installed. Informed that Virgin was the fastest in the city. On a speed check it sometimes is, however the drop to kbs on a minute to minute basis makes the top speed pointless.
If you can go with any other service, I would advise you to do so.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-10-28
- Comments
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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
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- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2016-10-27
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-26
- Comments
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They used to be good, but in the last 6 months the broadband connection has been intermittent at best. No matter how many times I complain and they fix a problem, it keeps happening again. To cap it all they have put their prices up and some of the last customers services person I spoke to was unhelpful and irritable. She probably sick of all the complaints they are getting.
- Location
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- Location
- Lim
- Reviewing
- Virgin Media
- Date
- 2016-10-26
- Comments
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The service becomes problematic since the start of last winter. The issues was unrolved with UNHELPFUL and UN-TRAINED SUPPORT TEAM, until I filed a formal complaint. This resolved as an engineer came to dfix the problem. IT REQUIRED A FORMAL OBUSAN COMPLAINT TO GET THEM MOVING. HOWEVER, the service was good for a bit until everything goes wrong. THEY REFUSED TO SENT MORE HELP AND LEFT ME THERE TO DRY. I WISH I CAN GIVE A 0. HORRIBLE SERVICE even MORE HORRIBLE PEOPLE.
- Location
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- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2016-10-26
- Comments
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Terrible, terrible, terrible. Incompetent. Currently waiting eight weeks for my Internet and TV connection to be fixed.
Customer service is the worst I've ever known.
Life's too short to go through the whole saga. I have never met such a useless crowd in my entire life - ever - ever - ever. Never put your hard-earned cash in this company's account.
- Location
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- Location
- Feltham
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
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The worst network provider is virginmedia. My internet is deadly slow. Less than 1 Mbps on a 60Mbps connection . Wired connectin is fine wireless connection worst. Reset all the router settings, change the modem .. no difference...the price is too high too... Do not recommend virginmedia to anybody..
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
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Waste of time. The connection is far from stable and on the top of this they decided to force a safety filter that we never asked for even in normal sites. There is an option to deactivate it but why to waste our time. I cannot wait to leave.
- Location
-
- Location
- Hampton
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
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The broadband coverage is not extensive and cannot reach one room of the flat. In addition, I have not had a working phone line since I switched to Virgin over eight months ago and have just been informed they will charge me to cancel my contract. I would seriously think twice before going with this company. Their customer service reps have all the right responses, saying how sorry they are etc but, in reality, nothing gets done. I am extremely dissatisfied with the lack of service I have received.
- Location
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- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
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We are with Virgin Media since last six years but now I have noticed, since past two years virgin media service standard has gone down, specially the customer service has become a nightmare. These people think that they are owning us along with the company. My address was not changed even after one year, from the time I informed them. When I asked for an an explanation , they kept the phone down. Past couple of months my broad band speed has gone down like anything. My this month bill came equals to my 5 months bill. My calls/data everything were charged extra.. their call counter is not sync my phone's call counter. I was charged for that service which i have never used. Is Sir Richard Branson listening? He needs to be worried about his customer Service team. They only love to talk but don't want to listen.. as if you have made a biggest mistake of your life by calling them. Probably , they are the busier people than our honorable prime minister.. truly horrible .
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-10-25
- Comments
-
I have been trying to cancel broadband for last 1 hour and they are just transferring me to department to department asking me stupid reasons and transferring me to new departments. I would not recommend it to any one.
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.