4,684 Customer Reviews over 118 pages
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- Location
- Kidderminster
- Reviewing
- Virgin Media
- Date
- 2017-03-28
- Comments
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Constantly down, when its up its slow. Even when one device is using it. We pay for the best package they offer and use the "super hub 2". Apart from its worse than my Girlfriends EE broadband
- Location
-
- Location
- harrigay
- Reviewing
- Virgin Media
- Date
- 2020-08-22
- Comments
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Would definately NOT recommend anyone to sign up to Virgin Internet. Internet does not work at all. Every time there is rain (and it rains a lot in London), internet is down and takes ages for the problem to be fixed, customer service is aweful and waiting times to speak to someone is on average 40 minutes. If you want reliable service or to pay for something that you can usually use AVOID Virgin Internet by all means.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2017-07-05
- Comments
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Broadband is useless. Comes and goes. Landline call charges are through the roof. Customer service are the most dreadful ever. Waited for 40 mins to speak to someone only to be transferred 5 times to end up back at the start some 2 hours (yes 2 hours) later, and never did get anywhere/resolved. They don't speak nor understand English very well and read from a script. Anything not on said script and they don't have a clue - hence the continuous transferring of your call. I get random bills for sometimes over double what I agreed - yes, I need to leave but cant face their customer services to do so! DO NOT SIGN UP TO VIRGIN!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-08-02
- Comments
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I would give less than 1 star if I could. Virgin has had an internet blackout for almost 3 weeks now, every day I call them to check on the problem and every time they give me a new excuse. Not only have I been without internet, I have had to pay another company to have the internet I already pay for through virgin, they refuse to reimburse me and they refuse to let me out of an agreement they are obviously not honoring. STAY AWAY from this company and use a broadband company that uses the open reach infrastructure as those companies are actually held liable for honoring their agreements, something nobody holds virgin accountable to.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-02-09
- Comments
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The worst experience of my life. Been with sky but my new landlord wanted me to pay to put the dish up. Should’ve paid up. Virgin media are thieves and they do not honour contracts. They are bullies and cheats. And don’t even think a year of service will soften them. NOOOOO... virgin media is daylight robbery. DO NOT GET INTO A CONTRACT WITH THEM. THEY WILL IGNORE IT AND INSULT YOU IN THE PROCESS. THEY KNOW YOU WILL NEED TO SPEND MONTHS CHASING THEM. AND THEY KNOW YOU DO NOT HAVE THE TIME. GO SKY YOULL NEVER GO WRONG.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2018-11-14
- Comments
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Totally angry with these bellends, I transfered account on my wife, my bad, they sent a huge amount on the bill, tried to talk to someone in customer service just a waste of timr.There a working only "Indian habits" probably their server and slaves are in India. So nothing solved, bunch of emails no response. BIG ADVICE, do not have any relationship with them, otherwise you will have a big pain in the ass.
- Location
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- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2018-12-30
- Comments
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The Hub 3 supplied with Virgin Media broadband is a nightmare.
The Intel Puma 6 chipset causes bad latency and packet loss, is vulnerable to DoS attacks, and results in frequent crashes.
This router also has it's own issues, such as broken port forwarding (still not fixed properly after 2 years).
Virgin Media have not addressed this issue in an acceptable manner, and since replacing the router is not possible, you will have to deal with this dreadful service, until Virgin can be bothered to actually make an effort to roll out a new router.
It also seems that they're in violation of net neutrality laws in Europe; some websites are being throttled. Using a VPN fixes this, which leads me to believe that this is intentional.
In conclusion, I recommend looking elsewhere if you want a quality service, Virgin Media are dreadful.
- Location
-
- Location
- Londonderry
- Reviewing
- Virgin Media
- Date
- 2016-05-02
- Comments
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I prefer not give them no star at all. Bad costumer service(hung up on me a few times when I said I wane cancel) i have to restart Internet a few times per day because I losing connection. Phone calls to Virgin media very expensive is anyone know how to cancel without ringing them?
- Location
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- Location
- Southall
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
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I signed up for broadband and TV in August. Already facing problems. No TV and broadband since Fri. My daughter have gcse and my other daughter works from home. When called they said it can be 30 days. When called customer services, they said nothing we can do. Except wait for engineer.i wish I had never signed up to virgin. I had never gone without Internet or TV with bt and sky. Big mistake and bog blunder. I wouldn't even give one star
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-01-13
- Comments
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Terrible. They overcharge, service cuts out 16 times a year for 'fixes'. Not worth the money. I'm paying £150 for slow connections that are supposed to be 1G. Company is a joke.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
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Utter utter garbage. service down for the 4th day in a week. No compensation was even given on my latest bill. Thank god I am moving house next month and can finally leave Virgin
- Location
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- Location
- Ealing, London
- Reviewing
- Virgin Media
- Date
- 2017-11-12
- Comments
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Worst broadband provider. Have been trying to fix the broadband, in the entire area affecting thousands of customers, over a year now. They admitted to overselling their subscriptions in the area. Estimated time to fix it 12 months! Getting 5MB and paying for 150MB. Do yourself a favour and pay a little extra at a reliable provider.
- Location
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- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2018-02-27
- Comments
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Absolutely awful service. Would not reccomend virgin media to anyone. Customer service are useless. Constantly have disruptions to service and nothing is ever done about it. STAY AWAY FROM VIRGIN MEDIA
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-01-02
- Comments
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Truly awful.
- They go down all the time yet never admit to it, yet see others on twitter, downdetector etc..
- The speeds will never match their advertised speeds when used in practice. Downloading a game, a 4K movie, files etc. will never be at the speed they show.
- It is clear they do some kind of packet insepection and management to deliver better service to certain things.
- Gaming experience is the worst I have ever had, you will get low ping but latency spikes constantly with any increase of action. So jitter is terrible. Inconsistency is the worst as you can never adapt or know what kind of experience you'll get.
- I have tried to contact their customer service many times and just get stuck in a loop. Completely non-existent.
- Location
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- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2018-06-06
- Comments
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Worst company I have ever come across in my life. Clearly should have checked the reviews before signing up as it’s obvious I am not the only one left absolutely fuming with the customer service received.
It must be compulsory to be rude, unhelpful and damn right arrogant to work for Virgin, the worst being the Managers.
I warn anybody that is thinking of signing up to Virgin, it’s nothing but hassle. You get a better deal and can rely on Sky 100%, I have them coming to install tomorrow.
- Location
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2014-01-07
- Comments
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Virgin Media is one of the most difficult companies to contact I've ever had the displeasure of being a customer for. At the beginning of October (2013) I'd sorted out the Way Leave form which sought permission from my Letting Agency to install their services. This was sorted and an installation date was set. It is now January (2014) and I still do not have internet.
In this period, the maintenance officer came to install my internet but found an issue with the wiring on the street outside my flat. Thus the Construction Team at Virgin Media were sought to do some simple work.
I understand it is common for broadband to be the most difficult of utilities to setup but it seemed to me that Virgin Media are an absolute shambles. The only communication I've received from them is the occasional letter to confirm continual delays to the installation. When deadlines have passed, it has been me who has had to call them in order to follow up whether the work has been done (costing me over the odds to wait on average 10 minutes to talk to someone at Virgin Media's call centre).
It will be interesting to see just how long this seriously poor customer service continues, as I've now decided not to call them anymore (it was getting too expensive).
What are you playing at Virgin Media?
- Location
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- Location
- Leyton. London
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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We are with virgin media for last one year. In this period we had our lives' worst experience of bad internet service. Only couple of weeks for fine, otherwise every single day it gave us trouble. Even sometime there was no service for 3 to 5 days. We need to renew our IP's every single time.
Now out contract is about to finish. They called us to keep using their service and offer us discounted rate. But we even don't want it for FREE.
It is my sincere advice for you that please don't listen to their loud ****, they speak a lot but their service is totally terrible.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-10-26
- Comments
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I will say with a pinch of salt, one of the customer service reps I spoke to was EXTREMELY good. But that was one in a million.
I have been with Virgin in two separate areas now, and I can categorically state, they have some of the WORST provisioning I have ever borne witness to. Consistently, when anyone else is online in your area, your bandwidth is throttled to the point where opening this webpage took 2 minutes. When nobody's online? Great, it runs perfectly. At 3AM. Fabulous.
Multiple times when I have spoken to reps, despite me saying that I have rebooted, put the system into modem mode, reset, everything, I am once again taken through the ENTIRE spiel of utter nonsense that they have you do while they wring their hands and hope the problem goes away. Their forum simply spouts ticket numbers out of their face, none of which come up with a resolution, and most recently, I saw someone, in response to somebody complaining about 'poor ping response times and throttled download speed', that 'everything was fine their end'. I hope someone from Virgin reads this. I really do. Your service is shoddy. Your network is apparently made of cheese, because it's certainly not fibre, or optic, or even worthy of being called broadband. An utter disgrace.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2021-05-12
- Comments
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Shocking! on given install date, they say work needed and make a new install date. guys turn up with shovels, have a cuppa and leave. Now livechat says order cancelled no explanantion and transfer to a sales bot. wow.. am.relieved its over now!
- Location
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- Location
- New milton
- Reviewing
- Virgin Media
- Date
- 2021-10-18
- Comments
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We attempted to change to virgin, due to our last provider having rubbish customer service, and virgin were offering a lot faster speeds of Internet. We were told that this new Internet would be hooked up within a week. 4 days later they told us there had been a delay, it would now be done in the next two weeks. A week and a half later with no news we called to get an update, the person we spoke to in customer service was very nice and GUARENTEED that it would be done by the end of the week. The next day we got a call saying that it would not be done by the end of the week and would be done in the next two weeks. Now by this point our old provider was going to be ending in a few days, so we asked if they could provide a Internet dongle, so that we could have Internet, as it was needed for work ect, and it was their fault we didn't have Internet. They then replied saying that unless you had been without Internet for 8 weeks they would not provide it (which is rediculus, who can live without Internet in the modern world!). Finally after many calls over the next few days, we managed to get them to send us the dongle, but not before we got the news that we may not get our WiFi for another 6-10 weeks...
Fine we can live with a dingle for a few weeks (stretching a few). They then gave us a new date for installation 8 weeks later, for after the 10 week mark, we didn't complain as we finally had an install date. Then today, 4 days before that date, they tell us its delayed another two weeks. This is beyond rediculus and we will be calling tomorrow to see how they can compensate for how much they have been screwing with us.
- Location
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- Location
- West midlands
- Reviewing
- Virgin Media
- Date
- 2022-02-28
- Comments
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Virgin media is absolutely ****. Do not ever go with them. Main lines been damaged for 2 months. After 2 visits they realised the main lines have been damaged. Now after three weeks they rescheduled the appointment and postponed for another 4 weeks. What a joke! I call customer service up and they just say nothing can be done. They didn’t notify me about the rescheduling.
But imagine 2 months without stable wifi. WHAT A JOKE!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2023-01-13
- Comments
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i have experienced worse customer service ever from virgin throughout my 18 months contract period. it is so bad, thanks god I'm leaving now,
different ppl give different information, no one takes ownership, even after logging a complaint no call back from them, i had to call so many times. poor service ever. now lets talk about Internet broadband, it was a worse Internet connection ever in my life. its a trap, please guys stay away from virgin.
- Location
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- Location
- NW9 9TD
- Reviewing
- Virgin Media
- Date
- 2023-04-01
- Comments
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Very bad broadband services and customer service, they provide worst broadband services and no customer support and not giving any compensation
- Location
-
- Location
- KELLY
- Reviewing
- Virgin Media
- Date
- 2017-09-21
- Comments
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the worst company i've ever had to deal with. Customer service is non-existant. Staff don't even understand the english language.
- Location
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- Location
- Wrexham
- Reviewing
- Virgin Media
- Date
- 2018-04-24
- Comments
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The lads who fitted it was good lads but the customer service on the phones after telling them that my broadband don't work was a discrace ill never advise anyone I know to try this company as they will b paying for fresh air I will b cancelling tommorow and I ain't even been set up after 2 weeks
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-09-28
- Comments
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Currently I cannot access my e-mails and Virgin Media's Contact us facility is futile and frustrating. I need to communicate with other parties and in some cases this inaccessibility is jeopardising my life but hey ho I'm just another stupid subscriber paying a premium price for an inadequate service.Time to change my Internet Service Provider not to mention phone and TV.
- Location
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- Location
- Ipswich
- Reviewing
- Virgin Media
- Date
- 2018-12-11
- Comments
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I have been a lifelong follower and defender of Richard Branson and his products. However this broadband service REALLY sucks. I am an online teacher and they just cut it off at all times of the day. It really is like being in the early 90s. I hope Branson reads these reviews and realizes that through his excellent advertising skills he has half the UK using his terrible broadband service. This will obviously impact the Virgin brand. He has failed the Virgin Records generation of followers with this crappy sham of an internet company.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-03-06
- Comments
-
Normally never write reviews but compelled to write this one. The worst broadband provider and customer service we have ever have to deal with. Intermittent connectivity issues over the last 8 months since installation. Essentially paying for a service that we’re not getting. The HOURS in total spent on hold on the phone over the past months with little to no help from virgin staff (multiple calls dropped or diverted randomly). Had enough and ending contract early and will be reporting to ombudsman. Shocking that such a large corporation provides such awful service.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-09-05
- Comments
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We haven't receive our broadband box and I already feeling cancelling the contract!!!
We knew virgin media is more expensive, but we still went for it. We expect better service, at least that's what they say!
Shouldn't be surprise, they have no service. They use the worst delivery company, they leave your box with stranger who claim it's your neighbour. And they don't even ask the stranger's last name, door number.
The delivery company they use is called yodel, if you google online, they have all customers complain missing the parcel. The only reason virgin media is using them.. I suppose it's cheap. So I am paying more but getting a cheap service!
I spent more than 30min to get this result, which is the same I informed virgin media. Not worth it, run away from this company if you can.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-29
- Comments
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Awful. Failed to process a transfer and took direct debits for 4 months. Failed to provide refund for another 2 months
- Location
-
- Location
- Morden
- Reviewing
- Virgin Media
- Date
- 2017-10-19
- Comments
-
They are complete Rip off, charged me £80 for international calls then they said we won’t charged you from next month and you don’t have to pay any extra from next month. It’s a biggest mistake to be with virgin media. Extremely rude phone conversation and unsatisfactory service provided on phone. Can’t use WiFi in my room upstairs.
Be sensible and don’t join virgin media ever again.
- Location
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- Location
- Birchington
- Reviewing
- Virgin Media
- Date
- 2017-11-21
- Comments
-
Totally disgusted. Was barricaded from my own house after over an hours drive home by orange and white barriers over my drive way Never asked or told this would happen. What Right does Virgin have to deny me access to my house? Fuming :(
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2018-03-08
- Comments
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Absolute waste. They all just lie. When they sold the package, the lady offered me a bundle which wasn't there later and they don't believe me and also can't trace out who that lady was. Also, Gave me a dodgy, after market TV Remote, phone line got active after a month. Internet goes down intermittently.
Customer service representatives can't speak proper English.
I'm getting rid of this and going back to Sky who are a million times better in customer service.
Will never recommend Virgin Media EVER EVER
- Location
-
- Location
- Ealing, London
- Reviewing
- Virgin Media
- Date
- 2018-09-10
- Comments
-
Poor customer service from day one and now have been on hold for 20 minutes to cancel this sad service!
- Location
-
- Location
- St zlband
- Reviewing
- Virgin Media
- Date
- 2021-09-05
- Comments
-
Consistently dreadful, costly, cheap software, pointless support
- Location
-
- Location
- Central London
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
-
The most horrible network provider, I am paying 33 a month for the Internet which is down every day. I call at least three time a week and not only they are rude, but not willing to help or explain why the thing is not working. Last month it didn't work for 4 days in a row, I was meant to get a refund of 3 pounds and instead was charged three pounds more than usual. Waste of time, money and nerves. Never again!
- Location
-
- Location
- Rossendale
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
-
Virgin broadband or virgin media have to be one of the worst service providers in the UK.
Yeah they provide fast Internet but if it works less than half the time what the point?
Their customer service is even worse, you make a complaint and they don't contact you back and just close the complaint and mark it as resolved.
If a company is taking your money and not providing the service in return, surely this is a Scam?!
Go with anyone else, or just get two cups and a peice of string if you need something reliable.
- Location
-
- Location
- Hamilton
- Reviewing
- Virgin Media
- Date
- 2022-12-13
- Comments
-
TERRIBLE COMPANY
Gail at Virgin media offered new package however had a few technical issues at her end however was told not to worry and it will all be sorted. The Nightmare starts. still await a call from 23rd Nov 2022.In the mean time i've been harassed for payments from virgin media by text email collections department. I have called Virgin daily/weekly and still to date no one cares. Shame on you Virgin. Perhaps you should call me rather that make vexatious demands for monies
- Location
-
- Location
- Herts
- Reviewing
- Virgin Media
- Date
- 2017-05-27
- Comments
-
Terrible service been with virgin since February 2017, the installation was messy and the service has been a joke. So far the broadband and TV service has broken down twice and nearest time for an engineer to rectify the problem has been at least 5 days. The customer service managers are pointless, timewasting and damn right rude. Over all a very poor service avoid at all costs.
- Location
-
- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2017-06-15
- Comments
-
We spent over an hour on the phone with Virgin Media haggling a new customer deal when our sky contract was up. We managed to negotiate a really good deal but a week before installation we were emailed details to create a Virgin Media account and in our account section the contract details we different to those we had negotiated on the phone two weeks earlier. We rung VM to inform them and they said the details in the account section were correct. We spent over an hour arguing with them, pleading to honour the deal we were given over the phone as that good deal was the main factor for us switching to them in the first place!
The skinny: Virgin Media customer service agents will try to sell you deals that don't exist order for you to agree to a deal and set an installation date. RECORD YOUR PHONE CALLS WHEN YOU HAGGLE, so you have proof of the deal you struck!
- 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.