4,684 Customer Reviews over 118 pages
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-04-25
- Comments
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Generally ok, until you try to change the service, or cancel. Then they reveal themselves to be the worst - they don't listen, argue every point, grasp for whatever they can get from you, upselling with extreme incompetence. Never again.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2017-10-23
- Comments
-
Very difficult to speak with customer service .Price they promised to me through the phone didn't match one on my bill. Not as fast as they climes it will be. Stay away from them it will save you a lot of stress.
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2019-10-06
- Comments
-
Absolutely shocking service, such a scam! £40 a month we paid and the wifi cut off every couple of hours, couldn't even use it... then £98 to cancel for wifi we already couldn't use?! ABSOLUTE JOKE!! AVOID!!
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-03-12
- Comments
-
Terrible customer service, it's all about the maximum amount of money they can get from you. Spoke to three different call handlers, and given three different amounts of monthly payments, with the first call handler, admitting she didn't quite understand it all!
Think very seriously about VIRGIN if you want to know how much your bill will be, as they will also hike up the bill once you are with them.
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2017-04-05
- Comments
-
very bad customer service
slow broadband
- Location
-
- Location
- PLYMOUTH
- Reviewing
- Virgin Media
- Date
- 2023-02-01
- Comments
-
this is the worst company ever. terrible service, staff do not have a clue, they lie, manager was even worse. promised to call me back, failed to do so!!
STAY CLEAR OF VIRGIN MEDIA, i spent over an hour on phone, and they just cut me off
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-07-13
- Comments
-
My tivo box and broadband went down today need new boxes. After being a customer for fpur plus years always paying on time. They expect me to wait untill next week for replacement equipment? Yet they cannot do next day delivery? So im stuck eith no internet or tv for the next 7 days? After several calls it was finally nice to get through to a english call centre too! No racism intended! Dont use them go to sky!
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
-
I recently moved, i had 24 hours notice and 24 hours to move in to a new home with my two month old son (council house). I called Virgin Media to transfer my broadband (fiber optic) to my new address. Virgin Media refused because they do not supply in my new area. So I had an engineer sent out from Virgin Media who notified me that Virgin Media could cable my street but would not if it wasn't profitable enough for them. Virgin Media are charging me £180> disconnect fee as a result of Virgin Media CHOOSING not to cable my new area. Somehow I am liable according to Virgin Media. I cannot find anywhere in the contract that states I am liable for moving home, for moving into an area not cabled, for cancelling my contract when Virgin Media cannot supply or are choosing not too (according to their own engineer) the service I am paying for.
Has anyone else experienced this?
The contract also states that if Virgin Media is only not liable if it is not possible to provide the service which they're own staff have confirmed is possible.
I am disgusted at the flat, rude reception I received from staff over the phone, I have been told they cannot help unless the account holder dies, that despite the contract being unspecific i am still liable, and that they EXPECT me to have remained at my previous address (which I explained when I went to the store to being the contract - was temporary accommodation).
If anyone has experienced such problems, such poor customer service, or problems with the contract stating nothing about liability of this charge please let me know. I have contacted trading standards but would appreciate any further information or anyone who has had similar problems as this will help contribute to the information I can provide Trading Standards.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-09-30
- Comments
-
Broadband hasn't been delivered since yesterday evening. You cannot get to talk to a human. Talking to a BOT produced false deadlines for it being resolved. First 1200, then 1600 and now nothing. signing up for text updates has produced not a SINGLE update today. Clearly Virgin's network isn't being maintained properly. Clearly it has cut its investment in staff as it has nobody available to help, and the problem isn't being fixed. Shame on Virgin. A legend for poor customer service.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2017-02-26
- Comments
-
I got broadband from VM. The sale agent told me that it's a 12 month contract £25 each. He gave me papers with the same information. I asked him in many ways if I had to expect any hidden or other extra charges except £25. He said no, just this, easy as a pie. So what, after 6 months I receive bill £38 and find out that first half year was discounted, and second half is full price. This is disguasting, customer service sent me to each other many times always promising that someone will contact me later but no one did. When I called them, all customer service representatives told me compliment different from each other things. Some were very rude. None let me speak with their manager. And of course My problem wasn't solved. They told that I should have read the contract (noone gave or sent it to me) and bills that come later. But those bills have lots of information written on them, why should I look for smth in them if I am promised fixed price and nothing else. Please be careful when you buy smith from VM as they can lie looking into your eyes. Read the contract inside out and make sure you get exactly what they tell you. You will never prove they are wrong as they are more skilled in it
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-03-17
- Comments
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I've had an intermittent service for my entire contract. I've made numerous calls to the tech team and it has not resolved the problem. The connection fails 6 times a day and you have to manually reset the router each time, it won't reconnect by itself. Now my landline has dropped out. I called the tech team and was basically accused of lying about the poor service. They have given me £3.50 in compensation for 9 months of terrible service. I'm going back to TALKtalk who give you a crap, but better service for free
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
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Installation scheduled, but it was a no show and there was no phone call. Yet another example of a wasted day waiting for nothing.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
-
Woeful. Rubbish.
Paying for fibre and my broadband was better 15 years ago.
Avoid at all cost. They don’t respond or answer complaints either. A cobbled together letter that fails to address issues raised.
Cancelled contract. Over £1k per annum and woeful service.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2016-10-03
- Comments
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Have been with Virgin for over a year now and looking forward to the end of our contract period so that we can change providers. The broadband speed is nowhere near that promised and is so intermittent that I am having to constantly reset my wireless router. I only realised there was a problem when my data usage on my phone exceeded my monthly limit! TiVo is rubbish, very slow and tends to record what it thinks you want rather than what you select. Despite setting parental preferences, (we are two adults, no children at home), we still have to put in our access code for GBBO! Customer services are only interested in selling you more of the same; other than that useless. Avoid Virgin at all costs, its a con.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
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Frankly if I could give zero stars I would. Virgin media are the scum of the earth, they steal any money they can and when confronted simply ignore you and delete all evidence that it happened. Virgin will not receive a single penny from myself or anyone I know, no matter what they threaten me with. The customer service is laughable, any concern we had was dismissed, including the fact that they have stolen £220 from me to date.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
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Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2021-05-03
- Comments
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Virgin are the worst "broadband providers" in history! The WiFi speed is never as promised, was told I was getting 100mb but never get over 40mb. The customer service is even worse, all they do is pass you around or put the phone down. Even the online chat is useless, just the same generated text comes up "are you still having problems with..". And the worst part is they steal! Never have I ever been late for bills, they created a mystery second account, registered to a different address but in my name saying I've missed payments ! £220 they've stolen from me to date, I only paid because they threatened me with debt collectors and that I would be black listed, they even deleted all evidence on my chat of me trying to sort out the issues so I couldn't dispute the claim!! I am furious ! I will never recommend this company to anyone!
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2018-01-10
- Comments
-
Moved from sky to virgin. Mistake. Had a stable 12mb internet coonection with sky for 12 months. Didn't go down once was always around 12mb. Moved to virgin 2 months ago. EVERYDAY evening speeds go down to less than 1mb for minutes at a time for hours. Never get anywhere near 100mb, mostly 11 to 50ish but unstable.No internet on 1 occassion already for 1 hour. Have fiddled about with channel settings on router, no difference. Give me 12mb copper sky connection anyday! Reckon the infrastructure in my area can't support the amount of customers virgin have. Will go back to sky once my 12 months is up.
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2017-08-03
- Comments
-
Poor wifi speeds 10 to 12mb cable conected computer is 76mb. Iam using max 4 devices but never all at same time
- Location
-
- Location
- Pontypridd
- Reviewing
- Virgin Media
- Date
- 2021-07-27
- Comments
-
HORRENDOUS. Avoid at all costs. They are impossible to contact - you have to wait on hold for a minimum of 30 minutes if you need to contact them for anything (renewals, service issues, complaints etc)
BEWARE, they will take advantage and exploit you.
I renewed my contract after being told that I could transfer my package to my new address if I moved home. I'm finally buying my first home, only to find out they can't supply that area, therefore I must pay around £248 to terminate the contract. I explicitly told them not to cancel and to just provide services to the area, but they force your hand and blame you for breaking the agreement, even though it is THE COMPANY who can't hold up their end of the deal.
Furthermore, the wifi box is not reliable, so I submitted a report about that, only to be told that they won't do anything about it as I will be leaving my home in 6 weeks, so now I am a fully paying customer who will not receive any help.
All this, during a pandemic and a housing crisis. Truly vile company, don't be fooled as I was, stick with BT! They DON'T charge you if they can't supply an area and actually have decent contact forms.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2015-10-04
- Comments
-
**BEWARE** big virgin scam!
Took out a 12 month contract for phone and broadband via Uswitch. Had to cancel after 5 months due to house move to non fibre area. Virgin tried to charge an early termination fee for an 18 month contract. Upon querying this with their VERY rude foreign customer service advisors, they refused to acknowledge that a 12 month contract even existed for new customers! Fortunately I took screen shots when purchasing showing their live chat assistant reassuring me I was signing up to a 12 month deal, yet they still refused to budge and handed my details to a debt collection agency for balance! Only after a long chat with Ofcom, who agreed they were in the wrong, then a long argument with a very childish virgin drone, they backed down. I will never use Virgin again and hope nobody else gets scammed as they are still selling this product on Usitch! It really bugs me how they can flout the law like this and just keep getting away with it. BOYCOTT VIRGIN!!
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2019-05-23
- Comments
-
AVOID AVOID AVOID..you have been warned...trying to get through to customer service when things start failing (and they will) will be the start of your nightmare...YOU HAVE BEEN WARNED
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2019-11-11
- Comments
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DO NOT USE VIRGIN FOR ANYTHING.. Virgin media are a joke. customer service is non existent, just hope you dont have a problem with them as you will never get it resolved.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2016-04-16
- Comments
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Very fast internet, for the 25% time when it actually works. Whenever they replace our router, I swear it only gets worse, our first router was amazing, 100% uptime, very fast, but the buttons were just breaking. we got a replacement, which was so much worse, with a very low uptime, so eventually due to the fact that we were unable to access the web, we called again saying that the router wasn't working, and we got a new one. This one, forced our internet which according to virgin was so much faster than the previous one. meaning that the packet loss had increased by nearly 20x! it is such a bad experience dealing with their customer service, that I would not recommend to anyone. I have just recovered from nearly a week with on/off internet, and my friends are starting to call me "Bipolar Internet".
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2017-07-19
- Comments
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We were contacted by Virgin and agreed tto subscribe to their broadband service with an installation date of July 6th. On the install day a Virgin technician called and said he could not connect us bacause the Virgin cable did connect to our house. In subsequent telephone calls we were told it would take 8 weeks, if Virgin could do it at all. On the telephone the Virgin staff were rude to me and refused to let me speak to a manager. Virgin has arranged for BT to disconnect me and we were without broadband for 2 weeks.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
-
Having been with Virgin for a year i report as follows speed very good average of about 85mb download can rise higher. We have never had any real problems had outage for several hours once since then all good. Router we have is fine for the house we are in wifi works everywhere. Sometimes 4 devices online again no problems. The package we have include telephone (never used) and basic tv bundle. The customer service is a little slow getting through but have contacted alot worse. We strted with an new user offer of 12 months at £29.00 a month, checked my account online and found at the the end of the 12 months that was gong to nearly double to £59. Phoned before the 30 day cancellation time explained. Was offered the same for £38.00 Only £9.00 increase. So Virgin media broadband has been fine for us good speeds and no real problems so would recommend. But important you contact before 30 days from end of your deal to either give them notice that your leaving or arrange a new deal.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2022-12-04
- Comments
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Do not touch with a 10ft pole
My father died last weekend, due to everything I have subsequently had to deal with, I was late paying my bill and was put on restricted service. I tried phoning virgin to be told to go online to pay bill. I am disconnected from internet, so how could I do this. My mobile is on virgin, but mobile data does not stay stable for longer than a minute before losing connection, but I managed to pay. All of this because they have now done away with all phone lines for customer service. The number they gave me 0345 4541111 is no such number and does not work. They remove all options to speak to a person, expecting you to do it all online, but you are disconnected. FFS, Virgin sort your act out, I will be changing supplier as soon as possible.
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2016-04-26
- Comments
-
What sort of engineer thinks it is acceptable to install the modem in a bedroom when there is an office which already had Virgin previously installed. Not only that but have left unsightly wires that cannot be bent just laying up the wall. I am furious. Sadly I could not be here so a friend let them in assuming that they would do a good job. I wonder how they would like there installation done in this manner.
I was warned that Virgin was the worst supplier but they had a good offer compared to Sky, who I have to say did a fantastic install. Goes to show you get what you pay for. To lazy to take the cables round the house to a suitable location and just used the old sky install.
- Location
-
- Location
- poole
- Reviewing
- Virgin Media
- Date
- 2009-08-07
- Comments
-
Virgin are the best, keep sky or bt I have friends who are on sky broadband they pay for 10 meg and get less than 3 that say it all for me
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2019-04-09
- Comments
-
Totally disappointed They cancel my direct debit without letting me know and now they expect to pay manually Shame on you virgin
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2019-04-15
- Comments
-
The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
- Location
-
- Location
- Poole Dorset
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
-
Slow broadband speed paying for 50Mbs receiving on average 2.1 Mbs.
- Location
-
- Location
- Poole Dorset
- Reviewing
- Virgin Media
- Date
- 2015-03-26
- Comments
-
I should never ever have gone with this rubbish organisation. Things were fine to begin with but then due to being made redundant experienced problems paying. Contacted the so called customer service department explain things they person I spoke to was not bothered or could not care. Wrote o them as well got a similar response. Customer service does not exist with in this company. As soon as I can I will be changing to a company of a much better standard with much better customer car5e and service. It seams to me it is profit before customers.
- Location
-
- Location
- Poole, Dorset
- Reviewing
- Virgin Media
- Date
- 2016-11-24
- Comments
-
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
-
- Location
- Poole, Dorset
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
-
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
-
- Location
- Port Glasgow
- Reviewing
- Virgin Media
- Date
- 2018-06-21
- Comments
-
Whatever you do, do NOT, I repeat NOT, get Virgin broadband. My Broadband has been off since mid May. Sick of phoning Virgin and getting the run around. Been sent 4 texts over last 3 weeks that the problem has been identified and an engineer had been sent to fix it. Had five time frames given verbally over the phone or texted to me as to when it would be fixed, (each one being a worst case scenario). Phoned cancellations a couple of times and got conflicting information on a number of issues. Also phoned customer support twice to raise a complaint. Last person was a female who was useless and only succeeded in getting me angry
- Location
-
- Location
- Port Talbot
- Reviewing
- Virgin Media
- Date
- 2017-05-30
- Location
-
- Location
- Port Talbot
- Reviewing
- Virgin Media
- Date
- 2018-08-30
- Comments
-
They put their prices up all the time we’ve been i with them for years they get you trapped in a contract then up their prices I can’t get to speak to any body go to sky
- Location
-
- Location
- Port Talbot
- Reviewing
- Virgin Media
- Date
- 2017-08-07
- Comments
-
So I met a virgin rep while out, promised me just broadband for £26 a month. Then received the email " Welcome to virgin.... £32 a month + installation fee of £20" I was not even told of an installation fee.
Rung them up, barely understood the Indian man who was nice to be fair, said he would cancel the installation fee as I was not told and the bill will be £22 for faster bb than I was promised....great.
Just received first bill of £72!!!!!
First bill includes two months, so should be £44 still not £72, money grabbing liars in my opinion.
Shame my mums been with Virgin since it was NTL and never had a problem. The customer service is appalling, no one has a clue.
Service cuts out often, decent speed when it works I guess. Moving once my contract is up or cancelling if first bill hasn't gone through.
- Location
-
- Location
- PORTADOWN
- Reviewing
- Virgin Media
- Date
- 2019-02-12
- Comments
-
i paing for 200mb ,but the speed is never more then 80mb, so i paing for nothing , i did spoke with them and the anwer is this is not wifi speed only by cable ,so how many hoses using cables not wifi ?
- 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.