4,684 Customer Reviews over 118 pages
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- Location
- Telford
- Reviewing
- Virgin Media
- Date
- 2017-12-05
- Comments
-
Probably the most shocking and disgusting customer service I've experienced in my life. I phoned up to cancel my subscription because they had hiked it up to £90 a month for basic broadband, phone and basic tv, and the guy on the other end of the phone accused me of using "enough broadband of a family of four to use" when I'm only here two days a week and evenings ... He then called me a liar and thought he could switch it off twice before the date it was due to end despite the fact I had paid for it.
He then went on to say they wanted to equipment back and were sending bags out despite the fact customers pay for the equipment themselves and there isn't any claws stating they have to have it back, or that there would be any charges in the contracted agreement. I later discovered through talking to open reach engineers this is a tactic that they use often, to scare subscribers into staying or keeping their old equipment long enough that it isn't worth anything.
My advice to all, despite deals they may offer you avoid virgin media as if it was the plague. Not only is their service disgusting but their broadband is awful with download speeds dropping to 0.1 MB at times (and yes I did complain and yes I tried everything to improve it). They'll hike the price up eventually anyway to the point you might as well go climb Jacks magic beanstalk and fight the giant for the golden egg, because that's what you'll need to afford these daylight robbery prices.
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2018-06-01
- Comments
-
STAY AWAY!!! Even if you have to pay more, go with any other company except these scammers! Can't even be bothered to waste anymore time writing about this company. They have lied so much and are totally unreliable in terms of repairing faults. Been waiting 3 weeks and still not reconnected. Goodbye and thanks for absolutely nothing!!!
- Location
-
- Location
- Windsor
- Reviewing
- Virgin Media
- Date
- 2018-08-04
- Comments
-
Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-03-25
- Comments
-
Dreadful! Two weeks without phone; two visits from "Vincent" or "Iain " who blame each other. My TV out of order, was promised service within two days,yet again and "compensation". Nothing! Contract ending in July,cannot wait, and will join G"Guardian " : "never use this Virgin again". Monique. Thoroughly annoyed to pay money for no service"
- Location
-
- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2019-02-05
- Comments
-
Virgin media are the worst company I’ve ever dealt with.
Everything they promote is rubbish and I pay £75 for it and have to sit it out as I’m in a contract with them. 4 months left then back to sky. The internet and the tv both don’t work and when you complain they always come out with ****. I wouldn’t even give them 1 star!
- Location
-
- Location
- SOUTHAMPTON
- Reviewing
- Virgin Media
- Date
- 2022-03-01
- Comments
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If I could leave zero stars, I would. I have been with then for over 10 years but this is it. They disconnected me for no reason. I called to cancel my contract and I had 30 days cancellation period from date of call but to my surprise, they disconnected me in less than 24hrs working day. I called on a Friday evening n I was disconnected Monday evening. Since then I have been calling and they keep passing me from one perso to the next. The most annoying thing is they all say I have been reconnected and should use the Internet in few hours but when I called again the next day, I was told nothing has been done and I am still disconnected. Why lie? Avoid at all cost. Service is always down everyday anyways!
- Location
-
- Location
- leigh/manchester
- Reviewing
- Virgin Media
- Date
- 2016-11-13
- Comments
-
virgins sales team are a total knightmare to deal with ,i spent nearly three days to order a phone for our grandson for christmas,,waste of time passed from pillar to post to end up talking gibberish for hours on end for no result!!,i,m going back to sky and canceling my telly/broadband/phone,absolutely useless,
- Location
-
- Location
- essex
- Reviewing
- Virgin Media
- Date
- 2023-06-12
- Comments
-
i have been with this awful disgraceful theiving company for 14 months on an 18 month contract hahaha i must of got 8 months of service the rest was down time, disruptions, on some days in a row 3-5 net was on 5mins off 15 mins all day long for days called them they cant resolve untill one guy spilt the beans he said we are using over 120gb a month and gone over which is lies we never went over our 40 gb in years with other providers, he then says you need to upgrade i told him i have been to citizens advice and they said diconnect get another suppklier and dont pay them any more as they are not provided you for what your paying for and they lied in their terms and conditons about price increase this April 2023 so have right to walk out, he then says ok there is one way i will reset your data, which was lies again because they are just doing it from their side manually it worked 4 hrs then exactly 19:55pm it started happening again and still going off every 5 mins they waited till closing time and started it off again DONT GO WITH THEM TRY ANOTHER like GIGABITE or CITY FIBRE you get fastewr download and upload incase you dont know virgin upload is only a couple of meg when they are the same as download making your internet 10 reliable and faster i know this as i have it at my new address.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-01-11
- Comments
-
Worst internet I've ever had, AVOID! We are currently owed money by VIrgin due to their terrible service. We've been lied to by four staff members including managers. Spent over 8 hours on the phone with their useless staff trying to sort this out. Waste of time and money for extremely slow service!
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2020-06-03
- Comments
-
Probably the worst service in the world with the worst customer service too. Wifi intermittent. Has been for months. Slow, drops in & out. Been through all the usual suspects for this sort of thing but nothing fixes it. I'd call again, but their customer service is beyond useless. If I never have to deal with virgin again on a single of their products, it would be a day too soon!
- Location
-
- Location
- Windsor
- Reviewing
- Virgin Media
- Date
- 2017-05-09
- Comments
-
I had Virgin at my last property, had a couple of issues but nothing major. Now at my new property I have had nothing but problems. Can't even use it most days. Very infuriating when there is no urgency to help or anyone to understand what I am saying. I am appalled at the amount of money they charge for their services and the customer service is so bad. Since the broadband has been installed I have contacted Virgin nearly every day for the last 3 weeks and spent over an hour on the phone each time. They finally agreed to send out an engineer but I would have to wait 6 days. I have just checked to make sure the engineer is still coming at the alloted time given to me and it has changed. Why can't they contact you to notify the changes? Very poor customer service.
- Location
-
- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2017-06-21
- Comments
-
Had a new installation done yesterday for internet, TV and phone. Nothing was working. I was assured by the technicians that all would be working in a few hours. It has been 24 hours and still not working. No help from the helpdesk. Instead, they are sending a technician again in 2 days time which is a huge inconvenience. Spent alot of money on this and it has not even worked. I would have expected them to treat a new customer with the best service possible to make a good impression. Terrible service. I advise people to rather go for SKY.
- Location
-
- Location
- EDINBURGH
- Reviewing
- Virgin Media
- Date
- 2018-03-17
- Comments
-
Awful company avoid if possible. Customer service is non extistant. They us more because we have been with them for a long time. And I'm not talking about charging us more than introductory rates, I'm talking paying more than the standard fee for no reason. If you have an issue don't expect any help. No customer complaints department what so ever. Truly the worst company I have ever dealt with.
- Location
-
- Location
- Bury
- Reviewing
- Virgin Media
- Date
- 2014-12-16
- Comments
-
After receiving the contract price increase letter I phoned to cancel my contract. I was informed by Virgin that it would cost me £150 to cancel the contract as I had 8 months remaining and that the price increase clause was written into the contract.
I would encourage anyone who is not happy with their contract price increase to be wary as if you do not accept Virgin will lie and try to use the threat of a cancellation fee!!!
Got the contract cancelled (charge free) but I wouldn't ever use Virgin again.
- Location
-
- Location
- Emsworth
- Reviewing
- Virgin Media
- Date
- 2021-11-05
- Comments
-
Having for over 2 years complained to virgin media about my internet dropping out tonight was last straw when bidding on ebay my internet dropped out at last minute in bidding really unhappy but will complain tomorrow and be told wait in for half a day for poorly educated engineer which I question his ability to sort problem.
- Location
-
- Location
- barnsley
- Reviewing
- Virgin Media
- Date
- 2016-08-20
- Comments
-
Absolutely shocking i have been fobbed of since having it installed, i have had to make numerous calls and nothing changes excuses excuses.....i strongly want to get away from virgin as soon as. i even have call records of all call's, ive even emailed and had no response at all.
- Location
-
- Location
- Chessington Tolworth Travelodge
- Reviewing
- Virgin Media
- Date
- 2020-02-22
- Comments
-
No wifi in Travelodge, 5 days to respond, then "customer service" send me a cut-and-paste email telling me to contact "customer service" to get a reference number first so that they can deal with my enquiry (yes you read that right).
Blithering *********, I would give them zero stars if I could.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-12-05
- Comments
-
Virgin Media have no clue how to run a broadband network or provide anything that could be described as customer "service". The internet speed since activation is low, the technician booked the intervention of another team that never showed-up. Impossible to have them over the phone.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2019-08-02
- Comments
-
Total **** inc there even worst customer services avoid like the plague at all costs
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-03-01
- Comments
-
Booked in an install date a month ago for the day I move into a new house. Was contacted today (the day before the planned install) to say it will be another 3-4 weeks. I cant be without internet for that long as I work from home and you haven't given me enough time to do anything about it at all. How can it take an additional 4 weeks? What sort of install could you possibly be doing? First time ever using Virgin and I'm regretting it before it's even started.
I thought I would update this as its still getting worse... New install date is meant to be the 16th Feb. I just called to check they wouldn't miss this one and I was told it would now the the 20th because the outside work wasn't completed yet again. I had to call and chase, nobody contacted me at all. I booked this in December and now have had to pay for temporary internet for 2 months and work from coffee shops or anywhere with internet. Please just do what you say you'll do or at the very least let the customer know what is going on. Unbelievable
Another update - the install that was booked for the 20th has now been cancelled. No new date has been provided for the outside work and I have to wait to hear back. Booked 3 months ago and still no closer to having internet. Please do not use Virgin Media go with anyone else
ANOTHER INSTALL CANCELLED - 4TH TIME THIS HAS HAPPENED. I'm now looking at 24th March for the install I booked in December. I don't believe the install will happen then either. My advice is to order with another provider while you wait for Virgin to attempt to make something happen and then cancel with whoever is slowest
- Location
-
- Location
- Camberwell
- Reviewing
- Virgin Media
- Date
- 2017-03-06
- Comments
-
AVOID VIRGIN MEDIA!
The worst horrendous service AND customer service ever received! The customer service is basically non existent! Customer advisors that don't understand your queries and just disconnect your services; customer advisors that don't know how to answer to queries and that transfer your calls to other departments, to which you will have to explain the issue for the 4th time and still cannot give you an appropriate answer or help; customer advisors that fill up notes on your accounts with comments regarding requests that you have never made, and I have registrations of each call and can prove whatever was said as virgin media can..so why your customer advisors just write lies on the customer's notes???? The most unbelievable part is the shop manager that treat you like rubbish and intimidate you
In front if their staff and when reporting the fact, the only thing that they can say to you is that they are investigating...but never heard of an apology!!!Carling was the only customer advisor that has actually helped me!(3rd customer advisor I have spoken to on 17th February 2017).
The internet speed was faulty every other day and when just joined tv was displaying only 5 channels (when where supposed to show 80+).
I cannot even imagine how much credit I have spent to call and deal with virgin, considering that each call takes at least 30 minutes (always ending with frustration rather than a smile)! I was never offer any sort of compensation at all and I can confirm that I have always paid all my bills in time!
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2018-06-20
- Comments
-
Terrible service, always drops. They send an engineer to my house 10 days later and then it drop a again and the process restarts. Avoid virgin in this area.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-26
- Comments
-
Experienced three outages in December alone and that was when I was home to know. More last night and still nothing this morning. Definitely switching once decide to what. They cannot be relied on and can never even explain what the issue is.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-03-31
- Comments
-
Please please please do not use vrigin media. This is the first time that i am reviewing and i am reviewing to save your life from Hell. IT IS DREADFUL. I have called 12times to fix my bills, plus you do not get the guaranteed speed. Also, they will not send me the return slip to send the broadband back. Avoid at all cost.
- Location
-
- Location
- Smith
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Comments
-
Vey bad company!! Please stay away from them! Today is another day i cannot work from home because they couldnt sort it out their broadband issue inmy area since July!!! 4 months! They have also rubbish customer service. Paying £65 per month and cannot get any service from them!
- Location
-
- Location
- Berk
- Reviewing
- Virgin Media
- Date
- 2022-12-25
- Comments
-
Virgin Media(VM) proved to be the worst customer service I ever experienced in my life.
After a faulty broadband router I asked VM to replace it. A courier came a few days later to pick it up, without providing me a replacement.
As I felt that something was wrong, I started to record every interaction with VM (audio and chats).
To make it short, I battled with VM's so-called support to explain the situation and it turned out that absolutely nobody was able to understand my simple problem: "my broadband router was faulty and taken away by a VM courier, without being replaced, and since I am still paying the service with no Internet service at all. I need a new broadband router (can be refurbished), and without having Internet my work productivity is seriously hampered".
After wasting countless of hours with VM agents trying to explain the problem, I decided to cancel my service because the situation had become unbearable (I was even blackmailed to renew a 18-month contract if I want to receive a new broadband kit) and I couldn't keep working without Internet (has anybody tried to have an intelligent conversation with donkeys?)
Now that I left VM I am claiming the "Virgin Automatic Compensation" for 2 months I paid without enjoying the service, and the cherry on the cake, VM are harassing to return the broadband kit or face £145 fee.
I am not only going to file a complaint to Ofcom but my lawyer is also preparing a complaint directly to the court because it's bigger than small money claim (I can't give the details here).
Years ago I had recommended VM for it's sustained speed but now the service has become so execrable that it's far better to leave this company because me all they claim about quality and service is just a scam.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2017-09-26
- Comments
-
Terrible customer service. They just transfer you to another department when they cannot deal with your issue.
Customer services do not speak English. Fail to keep their word.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2018-02-27
- Comments
-
Got a new sim for a "Network Expansion" - Yea, right... Put new sim in, and "Sim Not Supported", Phoned them up, and now my phone is literally DISABLED, you cant do nothing for 5 working days, Farewell to my business for 5 days, sorry any of my customers and people after quotations, i have lost money, over this, i will be seeking compensation...
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
-
After years of being a customer I will finally leave Virgin this month. Very bad experience and I should have done it long time ago. Since I told them I'm leaving my broadband speed went down to 6-10 mb on ongoing basis even though I pay for 'up to 50mb'. Their customer service is kind of a nightmare - advisers do not listen to you but just repeat their selling formulas like mantras. It is like listening to a record instead of having a communication. Can't wait to have nothing to do with Virgin ever again.
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2021-05-29
- Comments
-
Today is the final champions league and from.morning no internet....plus.my contract was raise from.26 to.29.50 witjout announce me ...no compensation....worst company ever. Ombusdan and small.court !!
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-02-14
- Comments
-
AVOID AVOID AVOID
Had to take them to CISAS due to their incompetence and appalling customer service, Conclusion from CISAS
a. The company has broken a term of the contract and has failed in its duty of care to the
customer.
b. The reasons given by the customer are sufficient for the company to remove the ETF or
termination fee from his account, provide a written apology and pay compensation of
£75.00.
11. Therefore, my decision is that the company shall remove the ETF, provide a written apology and
pay compensation of £75.00.
If your a customer don't put up with their crap and if your not don't join them!
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2016-10-22
- Comments
-
Been with virgin since may 2015. When i called up to cancel my contract i was cut off by the first customer service agent then had to wait another hour to speak with someone. I was told i would have to pay £240 to cancel even though i had bern with them over 18 months. When i asked why i was told i had entered into a new contract in June (i hadn't)..,but apparently this was over the phone and the call was recorded. Strangely enough the phone call where i was cut off had not been recorded even though virgin claim that all of their calls are recorded
I would not recommend virgin to anyone. They try to bulky you into staying with them and their prices are outrageous. I ended my contract with them because i was paying £55 a month for free view channels which i have on my TV anyway and got a much better deal with sky
It appears when you want to leave virgin they start making up all these charges to scare monger people into staying
Bullies and rob dogs and appalling customer service. Only took them seconds to answer the phone when i pressed the option to upgrade. Took over an hour to answer for cancellations
Will not ever ever return to virgin
- Location
-
- Location
- Ilford
- Reviewing
- Virgin Media
- Date
- 2017-02-11
- Comments
-
Virgin media representative inside Barking mall informed that we dont take over your existing BT phone line and BT broadband but they did and left us without phone and broadband. It has been too difficult to contact them. Their customer service transfer to precontract team and they start waiting in queue music for 30 minutes and disconnect automatically after that. WOW I made a big mistake by considering them reliable. Now no option left to go through a big hassle and headache to go to BT back. If Virgin do not pick up phone now. Why would they pick up for cancellation after 14 days? I am very disappointed with the virgin media, they promise which they can't fulfil. Big Name and below standard performance :(
- Location
-
- Location
- TW3 Whitton
- Reviewing
- Virgin Media
- Date
- 2021-01-08
- Comments
-
Pathetic, appalling and poor service. Didn't realize i have been with them for almost a decade. I pay £61 a month for my package (mixed TV, 200 MBPS Broadband and Weekend calls on Phone). We don't use landline at all and TV is a rare scene but mostly the internet. They have promised 200 MBPS but in reality I don't even get 40 MBPS. What a shame. The internet connection is poor, intermittent. I have made numerous call to customer services but complete waste of time and the service is not worth the price you pay. They treat existing customers like milking cows knowing they are trapped in the contract. All discounted offers are for new customers again like anything other company but comparatively the service is completely degraded with no respect for customers.
- Location
-
- Location
- Clapham Common, London
- Reviewing
- Virgin Media
- Date
- 2019-10-02
- Comments
-
Terrible customer service. Minimum 3 call attempts and 90 mins plus to get anything done. They'll try everything they can to scam more money from you. The customer service team is based in India so it becomes extremely challenging to complete what you set out to do when calling.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-11-21
- Comments
-
If I could give Virgin Media a 0 I would: The worst customer service of any business in the UK by far! After being passed from call agent to call agent to find out why my service did not get set up on the day agreed, I was finally told I could not have Virgin Media for 23 days because Virgin Media would not set up my account whilst the previous owners of the property still had an active account -- which they never mentioned when they were taking my money.
I finally cancelled my order which again took several calls from department to department whilst they kpts saying "sorry, I can help you with that" and "I can offer you a better rate" before they finally got the message.
Virgin Media has the worst customer service of any company in the UK: expect long wait times to get through to "customer service" agents who pass your call around from department to department before disconnecting the call in order to meet their daily targets. I finally got fed up and tried to cancel my account and the agent kept asking me why and saying, "but I can offer you a better package." Terrible training! Avoid Virgin Media and go to BT who: answered my call within 3 rings from the UK, got me set up immediately on Hybrid Connect whilst I wait for their engineer - all very friendly; all very easy.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-03-28
- Comments
-
Mis-sold me a plan on price twice in a row. Liars
- Location
-
- Location
- Sw London
- Reviewing
- Virgin Media
- Date
- 2023-10-02
- Comments
-
Terrible internet service multiple faults nearly every day totally unreliable and slow performance. Ringing service desk achieves nothing of value sometimes down to a fault and told to wait other times they just say it's not a fault and ignore my statement of slow or no service. Terrible service terrible customer service will avoid for all future contracts
- Location
-
- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2017-06-21
- Comments
-
Had a new installation done yesterday for internet, TV and phone. Nothing was working. I was assured by the technicians that all would be working in a few hours. It has been 24 hours and still not working. No help from the helpdesk. Instead, they are sending a technician again in 2 days time which is a huge inconvenience. Spent alot of money on this and it has not even worked. I would have expected them to treat a new customer with the best service possible to make a good impression. Terrible service. I advise people to rather go for SKY.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-11-28
- Comments
-
Your company is INCOMPETENT. It takes FOUR phone calls to move services from one property to another. You DON"T take direct debit for internet payment and until I get a letter of late paymemt charge I have to call you to sort it out. YOU TELL ME IT'S SORTED. I check my statement to see it wasn"t sorted at all IDIOT STAFF. I call AGAIN to get it sorted. I'm on hold because I failed security, I look at my emails that say I owe you from last payment. You refuse to let me speak to a manager and refuse to listen to me tell you the number and email address etc to get passed security to speak to. I already spent 40mins on the phone trying to get through. YOU WONT BE GETTING ANY PAYMENT THAT YOU SAY I OWE. You treat customers who have been loyal over 10 years. Incompetent lazy and stupid staff!!!
- 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.