4,684 Customer Reviews over 118 pages
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- Location
- walsall
- Reviewing
- Virgin Media
- Date
- 2014-09-27
- Comments
-
Frustrated and angry that no one in virgin cares.they take your money after hard advertising, tie you into 18 month long contracts and dont deliver. Customer service is non existent because the poor lowly paid muppets on the end of phoneline are not interested in what you have to say and the may never speak to you again. I have only been with virgin media since 6th september and to date have haf no telephone service. Had tv and broadband working for a fouple of weeks butbtv kept buffering. Now have no dervices whatsoever from virgin. My package is big kahuna with movies sports and HD including phone. I have none ofvthese eervices.operational but virgin still want to take money from me. Rubbish, rubbish, rubbish. Dont evenvthink about going near virgin because all these reviewd cant be wrong. Im now dtill waiting for an engineervto fix the problem but no assurances when. Its a joke but no one especially me findsit funny
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-10-26
- Comments
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Virgin media sent my contract to an email address that was not mine and obviously no response was received. However, based on that I was in the contract and I only knew about the contract when they sent me my new bill. The new bill was strangely sent to the correct email address.
I contacted virgin media about the instance and it looks like nothing can be done because I am in contract and I have to pay a very high bill for 12 months at-least.
Do you guys think it is fair? I do not. Based on this I give Virgin media 0 stars and will keep doing that.
Any idea if something can be done about it?
Jax
- Location
-
- Location
- Roehampton Lane, Putney
- Reviewing
- Virgin Media
- Date
- 2015-10-27
- Comments
-
The worst service I ever experience in UK, I immediately canceled their services and went back to BT and SKY.
simply they can not deliver and they do not take care of their client, just promises without any achievement.
I don't recommend them at all.
- Location
-
- Location
- Camberley
- Reviewing
- Virgin Media
- Date
- 2019-03-12
- Comments
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Absolutely terrible customer service and the most unreliable broadband I’ve ever had EVER.
- Location
-
- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2016-03-14
- Comments
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I've been with Telewest/Virgin for almost 14 years and over the past year or so there broadband has deteriorated to the point it's hardly worth switching on. Constant connection drops. The router reboots every 40 seconds or so intermittently. An absolute waste of time. They've over extended themselves and are now absolute garbage. Think carefully before signing on the dotted line, you could end up with the same poor service i have with no get out clause. I'm shopping around today. Finally had enough of this.
- Location
-
- Location
- LIVERPOOL
- Reviewing
- Virgin Media
- Date
- 2016-09-19
- Comments
-
200mb in reality = about 4mb, moved to 50mb package which in reality = about 1mb and 300kbps peak times.
If you like your Youtube videos streamed in 120p then Virgin media is for you.
- Location
-
- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2022-12-13
- Comments
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Absolutely shambles as new customer very bad service just over 2 months still waiting for my connection and the customer service English is so poor,keep getting cut off after been on the pone nobody wants to take care of the problem
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-11-27
- Comments
-
The Downfall of Virgin's Reputation
Using Virgin Broadband for my properties has been an absolute train wreck:
Customer Service: Endlessly Horrendous - Every call is a descent into madness with endless waits and abysmal support. It's a vortex of despair.
Phone Support: Excruciatingly Incompetent - They're not just unhelpful; they're a liability. Complete ignorance and utter disregard for customer issues.
Installation: A Complete Joke - They've never met an installation date. It's a chaotic mess of broken promises and sheer incompetence.
Service Quality: A Total Failure - The service is not just bad; it's catastrophically terrible. Constant outages, snail-like speeds—it's a disaster.
Virgin Broadband is not just the worst in the market; it's a stain on the Virgin legacy. Their business practices are laughable, and their service is a joke. It's obvious they're headed towards inevitable bankruptcy. Everyone knows Virgin Broadband is the bottom of the barrel in internet services. Avoid it like the plague.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2024-02-22
- Comments
-
Very poor service, loads of empty promises of help - ignorance from the team - would t recommend to anyone
- Location
-
- Location
- Southbourne
- Reviewing
- Virgin Media
- Date
- 2018-05-18
- Comments
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Do not waste your time getting Vigin in the Southbourne area. They can’t provide a reliable service at all. I have just been told I will have no internet for the next 5 days. That is 6 days without internet. This is the second time this has happened to me in the last three months. Apparently, they will compensate me but it does not make up for the fact that I need internet for work and that they did not compensate me last time it happened. Nit inly that but no email to warn me this was going to happen. I will leave them as soon as I can!
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2024-03-04
- Comments
-
VIRGIN MEDIA IS THE WORST INTERNET PROVIDER
They lie on every single matter: external work, internal installation, billing, cancellation of the contract !
There is no ethics in this company, they don't have any respect for their customers
One advice; if there was an option of 0 star I would have given that AVOID
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2020-10-19
- Comments
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Since being with virgin for nearly 2 years now it has been nothing but problems. Please do yourself a favour and don't bother with this company what-so-ever. You have any problems? You'll be redirected to someone in India to try and fix it (but never does). My ping in games goes over 800 making literally any game suddenly go unplayable and dropping any facetime calls you might have. I've tried multiple times to contact virgin about my problems and literally nothing is ever done about it. Over the 2 years of being with them I must have experienced at least 10 times that the internet has gone down for longer than a day.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2021-01-05
- Comments
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I made the worst descison ever by leaving BT and trying to join virgin, they told me 100% my home is connected and no work is necceserry, 5 months later, im still waiting for "work to be done outside" for me to get connected, every time an engineer is due to come, it gets rebooked, with no contact to me, its been 5 months now, and they just streched it another 2 weeks, when you call them, its always in india and they can barely speak english, like robots reading a script, i dont need your apology, i need you to do something about your horrible serivces, they will lie to you and reassure you just so you dont leave, please if you are thinking about joining virgin, DONT
- Location
-
- Location
- Mitcham junction
- Reviewing
- Virgin Media
- Date
- 2018-08-17
- Comments
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Rang virgin today as my land line is not working engineer coming on Tuesday fine. Wanted to query my bill going up by £2 something a month was told as my 12 month contract e d's next month this is the reason a d from September it will be £43 per month instead of £33 so told them to put me through to cancellation as I am not prepared to pay this for rubbish internet so woman said it will take 2 or 3 minutes after 8 minutes it cut off so I rang back to speak to cancellations and was told they can't deal with me as their systems have gone down so can I call back in a few hours so I said can someone call me back as all in all I have just spent over 45 minutes on the phone which I have to pay for to which the planks reply was no I have to many other people go call . I think this says it all customer no care is what they should rename it
- Location
-
- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
-
Will never use Virgin again. TV and broadband dow regularly - just becuase it's intermittant doesn't make it ok! Biggest waste of money - save yourself a headache and pay a few extra pounds and go with Sky! I;ve tried complaining but they don't respond.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2015-05-17
- Comments
-
WORST BROADBAND AND CUSTOMER SERVICE EVER. WE HAD NO INTERNET FOR 7 DAYS!!! 7 DAYS!!! The stupid customer services cannot fill in forms correctly and do not advise correctly and because of this my whole family have had to suffer. My dad deals with FOREX so every hour is crucial. He has lost thousands of pounds because of the lack of internet.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-11-27
- Comments
-
Day time 100mbs
evening 1-2 mbs in other words usless
If you ring virgin (closed after 5pm)
will only do test in day time. No help what so ever full of crap.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-05
- Comments
-
Honestly unbelievably bad.
Literally left a hole in my wall during the installation, which created a mould problem. Phoned them and spoke to dozens of customer service reps over a one year period trying to get this sorted. I was constantly promised that they would send someone round to fix it and also compensate me, neither of which ever happened despite my follow ups.
When the mould got so bad that I literally had to move out (of a home I'd lived in for nearly 4 years), and I explained this to the customer service rep, she suggested that I recommend virgin to a friend and get £50 credit?!?!?!?
Shout out to Lauren in the 'I'm moving house' team who was super lovely and competent!
- Location
-
- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2022-04-14
- Comments
-
Absolutely terrible service. Unreliable. Unresponsive. Save yourself the trouble and go with someone else.
- Location
-
- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2017-06-07
- Comments
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i have experience AWFUL service.
our area service is down from last24 hrs and no body contacted to advice whats going on.now after three times calling faults they t old me your service will be back on 13 june
IS THIS A JOKE?
i would advise peoples not to join virgin media and save from lot of headach and trouble
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2017-10-29
- Comments
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I have never received such dreadful customer service anywhere else, we have had several problems over a period of 4 months, never been told we can claim discount on our bill till the last issue, when we did find out during the last issue, sheen we were told you have to claim at the time of each issue! Nonchalant couldnt give a s$$t attitude from call centre staff, stuck In a crappy contract for another 8 months, would NOT recommend if last cable company on earth cannot wait to leave! AVOID AT ALL COSTS
- Location
-
- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2018-01-22
- Comments
-
AVOID AVOID AVOID PlEASE READ THIS BEFORE CHOOSING TO GO WITH VIRGIN THEY ARE USELESS AND BREAK THEIR OWN TERMS AND CONDITIONS BUT EXPECT YOU TO ABIDE BY THEM EVEN WITHOUT SEEING THEM
This is my experience with them
I called virgin in January 2017 to have services installed into my property an instalment date for beginning of February was arranged and I was told by the sales team and in txt messages that before they come in they have to do a site check to make sure all cables are in place but they do not need access to my house (why they asked in a txt message if I would like to be in for this baffles me if they didn't need indoor access, after several call to virgin and then to the actual telecommunications company (kellys)I was told that the cables are in place and ready to install at my property. Fast forward to my instalment date of 2/2/2017 an engineer arrive to install my equipment only to find that the cable had were not ready and him and another colleague that he called came round and they themselves run the cables (the poor man was at my property for nearly three hours. Once all the cables had been laid the installation went ahead the engineer was very polite and helpful although did seem a little perplexed that he had to do the job of someone else.
After no more than two weeks I was searching through the channels and I noticed that certain freeview channels were not available to watch as they were not included in my package, after calling virgin I got told this if you want those channels you have to upgrade at a cost of an extra £10 per month when I asked why I cannot have freeview channels and the clue is in the word freeview which means they are free to view the response I got was yes but we would be charging you for the extra channels that wasn't free to view i.e documentaries I did ask to just have the freeview channels to which I got told this wouldn't be happening, during this conversation I asked for my account number, my telephone number and a copy of their terms and conditions, I got told we cant give you those details over the phone due to data protection but they would send them out in the post.
A few days on I noticed that my TiVo box seemed to be buffering for quite a while when trying to watch recordings I called virgin to see if there was a problem and after several arguments with them saying that they cant access my account without either my account or telephone number I explained well if you give me these things I would be able to tell you them and again I asked for them and their terms and conditions, I finally had to tell them to access my account using my postcode to which they did, after a few checks I was told there is a national problem and this is the reason the boxes aren't working I had to explain again that my box was working just buffering to which they replied ah well then you are not part of the national problem and they hung up on me, so I had to call back by this point I am now very frustrated and expressed that this in unacceptable (albeit I was polite and will opening admit I swore and got told we do not have to deal with such language to which I replied its not against you personally but about the company you choose to work for, they finally agreed to send an engineer, in two weeks times to which I said ok can you pls send him with a new TiVo box as this one is clearly dodge.
I waited in all day at a loss off £300 for no one to turn up when I called to find out what the hell is happening (again I was angry)I got told the screen said I said dnt bother turning up when I in fact i said there would be no point turning up if he isn't bringing a TiVo box with him, they then tried to arrange another appointment to which I asked them to agree that if they dnt turn up again for a second time the would reimburse me the loss of £300 to which they refused saying our terms and conditions state we have 3 attempts to turn up again I reiterated that I still haven't got them or account and telephone number, so almost a year later im still using and paying for a DODGY TiVo box.
In June I noticed that a certain prog was only recording for an hour as per their listings but the program was actually on for an hour and fifteen min to which I was told well we need 48 hours to update their systems and I could always watch it on catch up.
A few months on I noticed that my internet kept dropping out or simply not working again I called and had the usual C**p from them about needing account number (by this point I was losing the will to live) the lady done a check on my internet line and told the problem should now be fixed to which I replied well its not cos its still doing the same again I got told an engineer had to come out to which I refused on the basis they dnt turn up
So now I am paying for a DODGY TiVo box and internet that chooses when and if it wants to work
I received an email from virgin in September saying this is your pre contract just sign and send back and we can start your services in feb, I have in fact been paying since feb as they were installed.
At the beginning of this year 5/1/18 my series link didn't record one of my programs when I checked to see if it was on I noticed that the listings said the said prog had been first aired the Friday before (the prog was Hollyoaks and they never repeat) I didn't call virgin as I accept that sometimes these things happen or so I thought, on 11th Jan I notice that again my box wasn't recording a prog on itv (loose women) I checked the listings to see that the program before (this morning) was on from 10:30 to 13:30 as this program is live I thought there must be some sort of breaking news so I turned to itv so see what had happended and low and behold their were four women sitting behind a desk with a sign behind them stating loose women I checked my sky box (which I had installed back in june due to their incompetence of me missing the end of my programs)and also checked my freeview tv listings and asked my niece who lives in a completely different property to check her now tv box and all three were showing loose women was showing.
I called virgin and again went the same rubbish about account number ect to be told by a very helpful person (in Scotland) that her box didn't record the same prog on Monday either so it was at this point we worked out the prob couldn't be my box, after being put through to faults I was told we will do a check on your box and refer this to the network department and they would contact me within four days I asked what happens if this happens again to which I was told and I quote "we promise this wouldn't happen again" I expressed that this had happened back in june so what was the protocol to which he replied "i dnt know" so I told him go ask your manager and call me back.
Fast forward four and half hours no call back so I called back only to be told that prob takes four hours not four days to solve and that they will speak to second line, he came back and said I would need an engineer to come out to which I replied why when one of your co-workers had the same prob I got told in rather a rude manor well you didn't tell me that before I went through to 2nd line I replied this is should be on your screen as I had expressed this to the last person I spoke to - SURPRISE SURPRISE they didn't put this info on the computer.
After several phone calls to second line myself we established that indeed it was not my box but there listings but they couldn't do anything about past recordings but do I know any future ones that are incorrect, surely this is not my job to check but I did and I informed them.
I then finally put my complaint into Tom Mockridge (CEO) by email and after again several calls back and forth I received a letter from them stating that unless I do not have service for a whole twenty four hours then I wouldn't be credited at this was their terms and conditions (which I still have not received) but have received my account and telephone number now in this letter dated 18th January 2018, they also stated they do not advertise they are a fault free services as you can imagine my response was not nice but I simply worded it I have never advertised that I am a millionaire but would they accept I can only pay three weeks out of the four I THNIK NOT
At the time of writing this review virgin have until close of business today to solve this prob and upon checking the two progs which I informed them were incorrect listing last week are still saying the same..... I dnt hold much hope that they will be updated by 10pm this evening so another (and this time I wont be as polite) email will be send this evenings and if they dnt apply credit to account I will simply apply my own by not paying my next months bill
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-09-14
- Comments
-
I have been with virgin for years and just renewed my contract. I phoned back a week later to have a boy with attitude in his voice he handed me over to another woman the reason I phoned wasbecause my tv services were not working correctly. I thought I was in my right to ask for a new box because my one is 3 years old. I got told no. I got told I can buy a new one. I believe why should I buy one from them when I’m finished with virgin they take/ask for them to be sent back anyway and also I just renewed my contract. So I asked to cancel my contract because still in the 14 days free cancellation time. They tried to charge me £170 something for leaving them. I told them no I’m within the free cancellation time. They realised I was right. If I didn’t bring this up would they have charged me? I would have stayed with virgin if only they gave me a new tv box. Shame on them I will use someone else now
- Location
-
- Location
- Yate Bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
-
not fast fibre broadband as advertised also keeps dropping out
- Location
-
- Location
- Newcastle upon tyne
- Reviewing
- Virgin Media
- Date
- 2019-03-02
- Comments
-
Disgusting customer service most repulsive people we’ve ever had the misfortune of dealing with.
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2022-06-28
- Comments
-
where to even start ...
Service is unstable and inconsistent if i had the option to go with another ISP i would have a long time ago however in my area VM is the only provider available.
the customer service agents are rude, inexperienced only know how to follow a scripted set of instructions and will go silent for 5-10 minutes before just hanging up on you wasting at this point 20-60 minutes plus phone call just so you have to ring back up and start over... oh and they will easily lie to you for a temporary resolve
they do not follow or care about complaints or if their service is not working as long as one device is connected out of many you may have that seems to be an acceptable reason for them to say its working
they seem to not be able to change adjust or amend any settings any other service provider would have the options of changing despite them being a sole company (not like bt /talktalk /ee who operate via openreach) i asked if they can't get these things changed who can and the answer was literally no one ...
they only seem to care about being paid the money for the service and not upholding their side of the deal providing said service even when they are clearly going against it for example i have 1 gig package with a guaranteed minimum speed of 550mbps i constantly get 250-300 mbps but they say thats ok.
they have no respect for ones feelings or conditions or the fact they cause stress.
i have been with them for over 5 months now and all my devices were working up till a few months ago i started getting the below guaranteed speeds. last week for no reason my xbox wont connect via Ethernet and it will even stop the xbox booting up while plugged in (just get a black screen) i showed them its not my xbox by using my mobile phones internet via hotspot and it loads up and connects straight away no issues they still refuse to say theirs an issue on the home broad band side despite showing them /the engineer.
this is literally the worst ISP i've ever had in the 20 odd years of using internet and by far the WORST customer service team ive ever had to talk with.
they forced me to install whatsapp an app i'd rather not use, all the live chats/phone calls start with a stupid robot ai system that's pathetic then when you eventually get to speak to a live person its no different feels like they for got about feelings altogether.
seriously AVOID this scumbag service it literally will make you stressed or depressed
i wouldn't even say their worth the 1 stars but i had to click them
- Location
-
- Location
- Yate, Bristol
- Reviewing
- Virgin Media
- Date
- 2022-08-10
- Comments
-
I booked broadband connection online, for 13 August and after Virgin send a emal to rebook,to 3 September, I was on the phone 30 minutes to cancel the order and don't go through. I need go to a store? Rubbish.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-02-25
- Comments
-
What a load of rubbish, paying for 100 mpbs but only getting 2.34 and they keep doing tests and passing me around no one knows what they are doing. Lucky i had to give them any stars. Would like to how you charge us so much even though we don't get what we pay for
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2018-08-22
- Comments
-
Terrible service, absent costuomer service. when you call them plan to be on the phone for hours being passed on from one person to another; when you book a technician be prepared to take time off work numerous times and no one will turn up or notify you that they will not turn up. If you ask them to lay cables outside be prepared to not be asked where it will go as it will be laid where they like to lay thm hanging on thin wires, unsafe especially for children and elderly perfect for trip hazards, nailed to your house, and a massive roll of cable. Of course for this they turn up with no warning... So we have been for years with no working phone line, for weeks without internet, then we are told that we cannot disconnect unless we give 30 days notice, but just to find out that we already are disconnected on the same phone call. NO I would not recomend having to deal with Vigin media
- Location
-
- Location
- Stoke
- Reviewing
- Virgin Media
- Date
- 2018-09-28
- Comments
-
Tried to cancel my virgin after 10 years with you and your telling me I can’t becauae I forgot my password. And I give you my notice and your still telling me I can’t until new password has been sent. And you are continuing to charge me for a service what will be expired.. I’m seeking legal advice people should avoid this company at all costs
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-10-09
- Comments
-
**READY TO READ WHAT HAPPENED?**
Back in 20 August we stopped getting WiFi service in my flat. We called a number of times to get it checked, they did nothing. They sent a few engineers to check, and nothing. They sent their third-party construction company Kier to check cabling, only to find out there cables were torn and weirdly installed.
Fast forward, almost two months later WITHOUT internet service. Dates kept getting pushed and pushed and calling customer service was pathetic; they did not know what to say or how to stall this problem. I wanted to escalate this terrible customer service and they said they were not allowed.
Even third world countries (I should know because I am from one) offer better services and show MUCH better attention.
**THINGS GOT WORSE!!!!!!!!!!***
A month and a half after not getting services, we check the bill to see we need to pay more (GOD KNOWS WHY!??!) -- We called only to find out Virgin forced us into an 18-month contract without contacting us. We decided to terminate services, after they had given us false hopes. Of course, they did so in a blink of an eye so they don't have to deal with us.
DO NOT EVER PAY FOR VIRGIN'S SERVICES. THEY ARE INCOMPETENT, INDIFFERENT, AND LAZY.
Virgin if you are reading this, you can contact me all you want, I would LOVE to hear from you and see what is your excuse you left us close to two months without services.
ZERO STARS
- Location
-
- Location
- Wellingborough
- Reviewing
- Virgin Media
- Date
- 2023-11-27
- Comments
-
No stars NEVER EVER get Virgin broadband, tv and phone package. We had it fitted on 11th October, had no phone for two weeks , engineer comes 2 weeks later can't sort it , next morning no devices whatsoever. Few days later they put the internet back on still no phone or TV. Eventually over 4 weeks later we get TV, 2 days after that we get the phone with a temporary number ( not so temporary as we still have it ,) in the meantime we are sent several new contracts , why ? We don't want a new contact we just want our original one honoured. Then we get a bill 3 X what we were quoted! So today we made our 24th phone call which took over an hour and a half and are no further forward. To say we are pissed off , angry , frustrated and at the point of pulling out hair out is an understatement.
The virgin product when working is great but the customer service from them is an absolute abomination.
- Location
-
- Location
- keynsham
- Reviewing
- Virgin Media
- Date
- 2017-07-10
- Comments
-
I am really sick and tired of the amount of times i have to contact virgin about there poor internet, I should be getting 200mgb and I'm getting 4.67 absolute joke, I get on the phone to sort the problem out and after 12 mins I haven't even spoken to anyone £92 per month I pay with the tv package and I can't even watch any thing. i definitely would not recommend them, as soon as i get to talk to a representative, i will be cancalling
- Location
-
- Location
- Kingswood
- Reviewing
- Virgin Media
- Date
- 2017-11-16
- Comments
-
Appalling service as recorded a program and has not come up on my recordings list, have looked on Demands, Search and catch up still no where to been seen. This happens every time I record a program. The Virgin Box is also very slow when scrolling for channels. The internet is slow yet connection is strong. Customer service is inadequate bad standard customer service, can hardly understand them let alone them understand us.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-01-09
- Comments
-
I am not a customer. But I am trying ....
It seems that I need to do more. I filled in the online purchase, I agreed to pay up front, I agreed the install date and all the T&C's and sat back waiting for delivery. What a fool!
I should have known that the install and delivery dates quoted on Virgin's own website are fictitious, utterly fabricated lies. So sad that I'd already arranged to fly back from abroad to meet this fictitious date. An utterly wasted expense that Virgin doesn't care about.
All because I had to pass a credit check, this was news to me. Remember I'd agreed to pay the whole contract up front ... I don't want or need any credit. And I don't have a mortgage or borrowing to 'score' me on. But that didn't matter, the Virgin stupidity continued to an obvious conclusion - I didn't need credit but If I did I was good for it and therefore passed the credit check after a few days.
But those few days were enough to ensure that my trip back to UK to meet an engineer, any engineer, were wasted. They couldn't send an engineer until I am out of the country again - how unhelpful.
So I wondered; I asked, because they did not, "do I actually need an engineer ? Can I just get a router and plug it in?" Yes came the reply that's what the engineer would do. I pointed out the obvious that as I am a sentient being not a cabbage I am also able to plug in a router - could they just send one to me. Why yes? Of course. We'll send one Thursday.
Well I couldn't be there Thursday, but my wife could and happily she is a sentient being too. It was arranged, Thursday, not before, delivered to my wife at her central London 8 storey building. Oh but guess what, you'll never guess ... it didn't turn up. The courier reported at 12.30pm that he couldn't get a reply? Interesting this is a building with 3 permanent receptionists - all briefed to accept this particular delivery. I suggest he did not go to the right address.
So what did Virgin do? nothing of course. Not 'til I chased at 4.30pm did we find out that the courier could be bothered to find the correct landmark building in a central London street. Virgin have no alartm or alert that deliveries had failed - pretty poor really.
I called the courier to be told the same garbage about no-one being there and then to be told of the impossibility that they (a courier) could deliver a package that day/evening to the correct address which was 4 miles from their depot. I assumed they they had vehicles, maybe I am wrong. Maybe Yodel (the courier) relies upon elderly gentlemen carrying heavy sacks to transport their deliveries, in which case I can see that a 4 mile journey might be hard to complete in 2 hours. Never the less I was told the 'driver' (of what?) had gone home at 4.30pm and the delivery might happen the next day.
Now you might think I was dismayed or even angry at this point. You'd be right. Angry that I ever bother call Virgin at all. But clutching at straws I called Virgin yet again. After voicing my discontent I was bounced around a few operatives before being told that the delivery had failed - really, I had told them that 4 times at that point! And that it 'should' take place the next day.
I pointed out that this was not acceptable and was told nothing else could be done. But that's not true, because I could readily imagine what could be done and thus I asked why a reliable and competent courier (of which there are dozens in London), one who has vehicles and competent staff, could not be dispatched to collect the package from the incompetent and aging hands of the old sack dragging deliveryman at Yodel and whisked the 4 miles to my wife. All of this could be done, but not by Virgin. They best that could be done was to make sure that it would be delivered tomorrow. Apparently they ONLY use Yodel or the Post, no other couriers ever!
Now, I find that surprising, because I doubt that Richard Branson could have built his brilliant business empire if he was encumbered by a total inability to deliver anything on time. So I asked if this service is not good enough for Richard Branson, why should be good enough for me ... a Customer ?
But then I remembered - I am not a customer. I am just trying to be customer !!
PS: 24 hours later the old man dragging a sack has finally arrived, but at the wrong address! My wife isn't where she was yesterday. I'd alerted them and updated the address to Virgin and Yodel, but the old sack man must have been in transit already and arrived a day late at the wrong place. So that makes it a 100% success rate for Virgin - EVERYTHING they have told me they'll do is wrong.
I wonder if their service even works - god knows. And we can't find out until our carrier has transported the Router to the right address, at our expense of course!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-26
- Comments
-
I would give a "0" rating if there were an option. Only moved to them last Saturday and already cancelled today. Speeds of less than 10mb/s rather than promised and paid for 350mb/s. Worse still, it keeps on disconnecting far too frequently.
Top with the most appalling customer service, rudest engineers and they lie, lie, lie!
DO NOT TOUCH THIS Virgin Scam.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-04-02
- Comments
-
Set up direct debit. did no go through their end. Got charged extra and service cancelled within few days because the payment did not go through.
Called Virgin, spoke to the rudest person ever who have the most annoying patronising voice ever.
only 2 months with virgin and already cant stand them.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-11-21
- Comments
-
This is the second time I’ve had virgin in and now I remember why we got rid of it in the first place. If a sparrow farts in the street the internet goes down. Utterly utterly useless. I can’t update any of my devices. I can’t play my consoles
- Location
-
- Location
- Blackheath, London
- Reviewing
- Virgin Media
- Date
- 2017-04-02
- Comments
-
I have been a Virgin (NTL) customer for 12 years, and the broadband reliability in SE3 is terrible. I have contacted Virgin at numerous times over the years in an attempt to resolve this - and been given all of the typical, and very tired "fixes" (eg. turn in on & off (yawn), change channel etc, etc). However, the reality is that the service is overloaded and inconsistent. The only thing worse than putting up with the sub-standard service offered by Virgin is trying to contact them to resolve it - last week I made 2 calls (therefore wasted about 1.5 hours) and was unable to even get through to Virgin's technical team (the people who say "have you tried turning it off and on?") - they're too busy solving problems to answer the phone. I also have Virgin TV - not quite as bad as the broadband, but it its own way slow, and painful. In summary, the services, and support offered by Virgin Media are a bad joke.
- Location
-
- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2009-10-21
- Comments
-
The service is appalling
- Location
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