4,684 Customer Reviews over 118 pages
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
-
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
-
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
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The customer service at Virgin media has been the worst experience of my entire life. They give you false promises and never deliver! I was moving home and called the 1 month in advance to tell them if I can take my Virgin media to my new home. Here the caller gave me the first bit of false home and told me they will send out a spotter who will contact me in 5 days to tell me if they can supply Virgin media in that area or not. The caller also confidently said that I can take my Virgin media with me and therefore I shouldn't sort out another internet provider. 2 weeks go by and I haven't heard anything so I call back. Here I get the second bit of false hope as they firstly acknowledge that the spotter still has not come out so they told me they will send another one out and should be contacted in 5 days. It has now been a 6 weeks with no contact since my initial call and I am left without internet at my new property.
Now, another beautiful problem with Virgin media is there cancellation fee. I want to take Virgin media with me but after speaking to them on the phone they tell me I cannot get Virgin media at my place. Clearly this is due to their spotters not contacting anyone. Nevertheless, to know fault of my own, I want to take my services to my new location however they are the ones failing to provide the services. But guess what? I am the one who has to pay £162 in cancellation fees! Whoopee for me. So I don't get any internet at my new accommodation with 6 weeks notice to them and get a hefty fee along with it as they are unable to provide me service. All the meanwhile I have spoken to 6 different callers all with zero empathy. One caller also even left me on hold for 30 minutes before disconnectinh me and never to hear back from again. The £160 loss is heavy for me as I am a student. However, the thousands they will lose from me as a future customer and my friends and familys is a bigger loss to them. If you can avoid it, do not get Virgin media. They will let you down.
I will never recommend this company to anyone for the rest of my life. Happy to be free of them.
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2020-06-29
- Comments
-
The only food thint About VM was the broadband speed. I tried to leave their services a couple of times but surprisingly they managed to find better deal for me. Eventually when I decided to cancel my contract there were lots of issues, starting from security questions regarding my latest bill which I in fact received two hours after my call to Virgin Media. Very difficult to cancel services. Would consider a different provider.
- Location
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- Location
- preston
- Reviewing
- Virgin Media
- Date
- 2011-07-27
- Comments
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Overall a great experience, I got burned by them a few years back and sweared never again but i'm now back as I want higher speeds and that's what I got, i've even had 100.02Mbpps on a few of the tests!
Some people here keep writting that they can't download a file at 10meg or 20meg and that it's nowhere near.. You don't understand how it works! it's not megabytes per second, it's megabits per second.. Take for example a 10meg connection.. The most you will be able to download at is around 1.2Mbps. Don't confuse your megabytes with your megabits people!
- Location
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2017-04-17
- Comments
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There broadband is indeed the best on the market, fastest, most reliable in my experience. However there customer service is shocking and they will rob you for every extra £ they can make through their 'mistakes'. Like logging you cancelled the contract. Not logging your referred by a friend discounts. They will charge you the full length and cost of your contract if you move house and they can't provide internet at that postcode.
We had 3 months of of super fast broadband but ended up having to pay over £300 for it
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2022-11-11
- Comments
-
The worst customer service:
-The bots ask irrelevant questions
-After many questions you can be told they cant help as they are too busy
-You go through security and then get transferred to whatsapp
-You then have to go through security again
Long waiting times between answers on whats app, up to 10-15 minutes
-Questions have no bearing to the issue, its like a bot again
-Loads of copy and paste: dont worry, i know how u feel, i would be too, but never get to the issue, its like a bot again
-Was told the information they have access to is limited so they end up asking you questions, such as, did you receive an email, who did u speak to, etc
-Silly policies dictate illogical offers
-Orders will get cancelled without explanations
-Support is an exercise going through the motions
The most frustrating
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2018-05-10
- Comments
-
I've been with Virgin for near enough 4+ years initially had the TV service & a line but found we didn't use those so whittled down to just the 100mb BB i'm now paying 40pound plus for an actual 32.39mb needless to say not happy.Service has been choppy last couple of months we have busy lives not got time to always chase dodgy BB service, so i'm glad that my mobile contract has unlimited data to fall back on.
- Location
-
- Location
- purbrook
- Reviewing
- Virgin Media
- Date
- 2015-02-28
- Comments
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the broadband.....when it's fast its very fast.....unfortunately thats not very often
- Location
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- Location
- Purley
- Reviewing
- Virgin Media
- Date
- 2016-10-30
- Comments
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Nearly once a week the connection dies down on our street! Have the 100mps speed but I end of using my mobile providers 4g as the wifi is so bad! Moving to sky or another provider! Plus poor customer service over the phone I don't think they care about there clients!
- Location
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- Location
- Pyrford, Woking
- Reviewing
- Virgin Media
- Date
- 2013-01-23
- Comments
-
Having decided to move everything i have to 1 provider prompted by my monthly marketing flyer from Virgin. I had been struggling with BT and firming up the roll out of infinity. I spent a fruitful hour on the phone with and adviser and signed up for a complete broadband , TV and telephone (canning both BT & Sky). We agreed a pre visit by engineer a week go and install planned for today. When the engineer was on site i raised the point that the install needed to be done by 31/01 which was my end date on other providers. I was told this was plenty of slack . The engineer confirmed that the house had been virgin enabled previously but cable needed upgrading between road and house. He said this might impact install . He said he would call me same day if an issue (he didn't) . Yesterday at 10am i received a text confirming instal for today. At midday i received a telephone call saying that instal not possible today and only after asking was an alternative date of 7th feb provided. I said this was just not workable and cancelled. 3 subsequent calls and it was clear that Virgin didnt really want the business @ over £1000 pa. I have now reverted to BT and getting infinity. I cannot believe how poor the communication from Virgin has been. often after a problem of this nature great problem solving creates a better relationship with customer . In this case a corporate shrug of the shoulders was all i got!
- Location
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- Location
- quarry bank westmidlands
- Reviewing
- Virgin Media
- Date
- 2017-08-02
- Comments
-
We have been waiting severn weeks for instulation and still not up and running waited two weeks for the first technision sorry numpty to tell us we had no cable and there needed to be two technissions sorry numptys to pull a cable so waited another two weeks for the next technission sorry numpty only to be told nothing he could do on his own needed two numptys waited another two weeks for the technission to turn up at last we got a cable but no box on the wall another numpty turned up next day to fit a box on the outside wall great we thought nearly there another problem numpty tells us he cannot put box on inside of house because he would not get paid for doing the job even though he had one on the van he said we need to call virgin to book another technission sorry numpty to install inside box on phone to virgin for 1hour 20 mins only to be told another 10 days before they can get the next numpty out to fit the box so i have told them to stick it were the sun does not shine i would say to people avoid this company like the plague no one speakes english understands english and the technissions sorry numptys i would notlet them take the dog a walk they are all jobsworths and no very littleyou have been warned
- Location
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- Location
- Queen Street, Portsmouth
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
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Slow connection all the time and prices keep increasing almost every three to five months.
- Location
-
- Location
- Queens park
- Reviewing
- Virgin Media
- Date
- 2015-06-24
- Comments
-
Very bad service from the start till now been with Virgin just over 3 months after no service at the moment and now need to wait one month to send someone try to fix it ? ????
I want to cancel and move to BT or Any others but you can't because I been told I'm in contract !!!??????
With no service ??? Very very bad ?? Don't even think to be with virgin (avoid)
- Location
-
- Location
- Radcliffe
- Reviewing
- Virgin Media
- Date
- 2017-05-08
- Comments
-
Just don't do it. No internet at the weekend - standard. No possibility to talk with customer service - all of them send you to other person and saying there is no problem. No help with troubles - only other offer to sign. Terrible speaking English operators. Never more contract with virgin.
- Location
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- Location
- Radcliffe
- Reviewing
- Virgin Media
- Date
- 2018-05-26
- Comments
-
I had Fibre Optic broadband from virgin in January 2017, May 2017 I had it removed, after constant calls to virgin and seven visits from engineers in three days, a complete new system fitted and we still had no broadband, this is the worst service I have ever had, dont waste your time and money.
- Location
-
- Location
- radcliffe manchester
- Reviewing
- Virgin Media
- Date
- 2015-01-18
- Comments
-
Slow waiting for channels to switch over,set up recordings on series link but not recorded, sometimes tells you something on a channel then when you switch to its not there and vise versa hence i missed the snooker final, absolute garbage sky is so much better gunna switch back when contract up
- Location
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- Location
- Rainham essex
- Reviewing
- Virgin Media
- Date
- 2016-10-08
- Comments
-
The absolute worst customer service ever after 3 days no broadband n no phone I spent hours on hold to be told an outright lie by there tech team I lost it n threatened to cancel my contract . The cancellation dept rather than bend over backwards to keep my business i.e. The carrot ! Threatened me with the contract 7 months left which I have to pay I surrender ! But at end of contract I will never ever deal with this shoddy company ever again ps which I seen this site pre contract .
- Location
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- Location
- Rainham essex
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
-
Joined the company in August never had any issue for first two months made first payment ok then I was making payments after and they was saying they haven't received it but was sending them proof and they was still saying there was no payment then I was asking them to refund my money they was refusing to refund it so I was asking to speak to a manager they refused several time then I hadn't had service for over 4months they refused to cut my bill down for loss of service and still not sorted it so have now gone with another company the customer services is very rude and disrespectful I advise any one wanting to join them don't they con u out of money overcharge for a service u dont use and are very rude and disrespectful
- Location
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- Location
- Rainham kent
- Reviewing
- Virgin Media
- Date
- 2017-06-23
- Comments
-
This it's my second bad experience with virgin rabish please guys think very weel before you comite with this people worst company around be aware!!!!!!
- Location
-
- Location
- rainworth
- Reviewing
- Virgin Media
- Date
- 2017-09-15
- Comments
-
im on vivid 200 yet download speed of 10 is less than my upload speed
- Location
-
- Location
- Rainworth
- Reviewing
- Virgin Media
- Date
- 2017-03-25
- Location
-
- Location
- Raynes Park
- Reviewing
- Virgin Media
- Date
- 2015-07-08
- Comments
-
There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-07-07
- Comments
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Just dont go with them!
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-17
- Comments
-
Daughter in a student house, trying to revise along with the others. Wi-Fi drops out all the time and is out for hours/days. Customer care asked several questions a normal person would not know the answer too. If not a box problem then 150.00 charge. Rebooted etc and still not worked and followed the fault finding instructions so assume it is the box. Would never use virgin media again. Most unhelpful in all departments
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-07-21
- Comments
-
very rude staff and unwilling to help customer.. over charging and every one of member speak diffrent for one common question lack of knowledge or just dont give a dammmm care...not recomend to any one very poor service.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2019-10-30
- Comments
-
Don’t waste your time and money for Virgin Media. Their customer service is rubbish. They don’t care about their customers at all. I spent 6hours on the phone with them during the last few days and they couldn’t resolve my issue. I spoke with every single department and everyone said something different. Not helpful at all. The manager is not available. Never. I guess there is no manager at all thats why they have that mess.
Virgin Media customer service is a joke.
Worst experience ever. Stay away from them.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-11-06
- Comments
-
Just terrible after two years they put up the bill, were incredibly rude, came back with a great deal (more expensive than SKY) and then made me stay for another month at DOUBLE the cost. The worst customer service I have ever experienced.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2018-08-21
- Comments
-
Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2019-04-16
- Comments
-
I have never felt the need to leave a review for any company before but I feel like Virgin Media has been such a bad company to deal with that I need to say something.
Not only were the customer service team patronising at first, they were blaming me for the screw-ups they made. I now have to wait three days before I can even use the broadband service I have already paid for, will be cancelling my contract as soon as I can and will never be recommending their services to anybody.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2019-08-17
- Comments
-
Worst customer service. I was incorrectly cut off from my internet and then told I had to wait 72 hours for reconnection. Waited 72 hours, called again, after 2 hours on the phone was told the previous person put the wrong form through... then told it would be another 72 hours. Leaving them.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2019-02-19
- Comments
-
Avoid like the plague. Lost all internet access for the fourth time since the beginning of February. Called on Sunday to ask for a fix, they couldn't send anyone until Tuesday evening. 2 days without internet is a joke. Go with Sky or BT
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-08-19
- Location
-
- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2017-02-06
- Comments
-
Dreadful service from day 1. Unable to provide broadband access due to "technical issues". Avoid this company like the plague.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2020-08-07
- Comments
-
The customer service does not listen to me even after making almost 15 phone calls, each time when I get through, they will not listen to the problem but will ask all personal details and passwords etc only to be told that they cannot help me and then they will either place me on hold or say they have to transfer me to another team and leave me on hold for hours. I got so fed-up that I decided to cancel the contract and the same issue continued with every phone call i made with a futile attempt to cancel. It was a terrible terrible experience with a full one working day lost in addition to other days where I lost hours of time trying to contact them.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-12-10
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2023-12-18
- Comments
-
Extremely unreliable service, frequent ping spikes and an absolute nightmare to actually get any of it fixed.
Not viable for teams meetings, streaming, games.
Genuinely terrible service, stay as far away from virgin as possible.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-11
- Comments
-
Got a problem with your Virgin Broadband. Forget about it. Absolutely forget about ever getting through to this modern day criminal corporation.
Virgin has made it physically impossible to get through to anyone. Nobody will have the mental resolve to get through the hour long or so wait on their annoying trash music phoneline, and if you do, you will simply greeted by somebody in a far off call centre trying to upsell you on to a more expensive package rather than solve your issue. Nice work Virgin, absolute perfection in shafting the customer in favour of your bottom line. Expect this from the likes of talk talk, but not from you. Terrible.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
-
The internet is broken down virgin say it's a area fault but I can't believe that as both of my neighbours have virgin internet working. They refuse to come out and fix the problem. It's now been 2 weeks and I have called them 10 times but they just don't listen. There staff are unqualified technicians who don't have a clue.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-25
- Comments
-
Service is good but conditions are awful. Speed downgrade or contract cancellation requires 1 month notice even if it's after the ending of the current contract. The only way to negotiate a lower price is to arrange disconnecting from them. Ending contract early may trigger a fee of £240. Where's the fiber competition in my area?
- 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.