4,684 Customer Reviews over 118 pages
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-10-01
- Comments
-
Horrible company, good broadband when it works.
Basically, the broadband is pretty quick. I have had to call them 3 times this month with speed issues (we're talking paying for 70mbps, getting 0.02mbps). They fixed it on all 3 occasions but it was a 40 minute call each time.
Decided to leave due to a second massive price rise this year, had to wait on hold for 30 minutes, got bad advice on how to switch and have received a £18 penalty for the privilege.
In summary, a horrible company with a good product. Overall I'll be glad to see the back of them and would recommend choosing another supplier.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
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Constant intermittent outages, compensation only valid if outage is more than 2 days. Poor customer service. Best avoid Virgin Media and chose other providers who offer backup 5G support via a mobile dongle
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2020-01-14
- Comments
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DO NOT SELF INSTALL. I opted for self installation hoping for a quick start as my new house had a Virgin connection box. I received an email saying "We may need to do some work on your property to make this connection, and we'll get in touch if this is likely" but did not hear about this further. On the day the contract started, I was given the go ahead to start using the broadband, but after a few attempts to set up and messages/calls to customer service, had to get an engineer in. The engineer came 2 days later and it turned out that the house had not been connected to the street box. In the meantime, my partner paid £30 to his phone service provider for extra data to be able to work. I have asked for a refund for these expenses as they occurred as a direct result of Virgin failing to inform me that the service would be delayed. Customer service have been completely unhelpful with my request and keep coming up with reasons not to refund me, the latest one being activity on my account between the set up and the engineer's visit, which is completely impossible as the house was physically not connected to the network.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2009-10-30
- Comments
-
I get a max of 49.7Mb out of a 50Mb connection. Customer service has also improved significantly since the old NTL days
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-08-15
- Comments
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Rubbish Interet, Rubbish and rude customer services. Disconnected internet and they were still charging us for phone line. Its customer agent promised to refund then second one said after few days. Stay away from them.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2014-06-28
- Comments
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I'm really hacked off with Virgin media, I pay for the top broadband package 152Mbps as I occasionally work from home. i have NEVER EVER EVER got near to 152Mbs in fact the highest I have ever gotten is 50 Mbps download, in my opinion this is a massive fraud, so will I get rid of them, yes I will. Goodbye Virgin media for good.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2018-01-26
- Comments
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Since i ve mouve house, i had just probems with monthly payments and bad customer service over the phone.
Every month i ve been force to call to resolve extra chargers that they send me , even if i had a fix monthly charges. And every time i wanted to make a complain they said is no necessarily! How is this possible !?
After i will change the house i will make sure to not contact them for another contract and to not recomand ever .
For those of you who thinks to get a contract with this guy (virgin media) please consider sky or talk talk!!
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-03-11
- Comments
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Nightmare! So far I have spent 4.5 hours speaking to 19 people at Virgin Media trying to get them to apply my £50 promotional discount. They keep telling me it's done only to find out it's not done. They have incessantly lied to me time after time. They are despicable people with no care for customer service. If you thought BT Customer Service was bad they have nothing on Virgin Media. As of writing this they claim they have applied my discount but my bill still shows £50 more than it should, they also say they cannot update it on my end. Yeah right. Just another lie. I have dealt with some shady companies in my time but Virgin Media is the worst company I have dealt with in years!! Liars.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-10-30
- Comments
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Virgin cut my TV aerial cable to use the hole in the wall for broadband, leaving me with no TV for over a week. Phoned them 9 times and every time am promised someone will call within 72hrs/3 days/ 48hrs /30 mins to schedule a repair and no-one every does
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-01-15
- Location
-
- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2016-03-19
- Comments
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So slow its makes dial up look good! Phoned several times to ask VM why it was so slow and they said because too many people were online and the speed you sign up for is the fastest speed you can expect at 5am when nobody else is online! at all other times my whole family managed less than 512kbs!!! less than 1/2 gb... and CS rude never again VM or any virgin product...
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2020-11-18
- Comments
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Without a doubt, the most unreliable service and worse customer service.
After signing up to a 12-month contract in April 2018, they are now claiming that I agreed to a new contract during the course of a technical support call, after siting that I was paying £60/month for a service that was not being delivered.
They are now attempting to charge an additional exit fee for a contract that was never agreed, without reading out my terms and conditions.
6 months, getting download speeds between 5-15mgbs, on an m200 package, is quite disgraceful.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-02-15
- Comments
-
Would never ever recommmand virgin broadband, i wonder if its legal to take the payments and do nothing to fix a service. I have to pay for cancelling too. This is not legal at all, if they want me to keep the contract, they have to keep it too, they are lying me since months( im sure its not the advisors fault, it comes probably from a fat stupid manager, whos sitting behind their desk and grabs all my free money. Im very angry and if it wont be fixed until their current promise, the 9th of march, ill get a lawyer... Why should i pay for something i do not get? NO BROADBAND ON WEEKENDS AND EACH EVENING. Fed up with all of you.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-01-15
- Comments
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What a truly terrible experience. 1 star is FAR too generous. Their help lines keep you waiting ages, you keep being passed to another department (and having to queue again), they say they will email and don't, they don't have an email address anywhere that you can write to, they have no online chat capability, if you have been talking for someone for more than a couple of minutes they end the call and leaving them is made extra difficult.
PLEASE PLEASE save yourself an appalling experience and use any other provider. You have been warned - because you will regret.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2017-09-14
- Comments
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Avoid Virgin Media at all costs. Their service is appalling and do not value their customers. As usual my bill has gone up with no warning or notification. When I contacted them I was told I was on a 12 month special discount? I knew nothing of this. Fed up with them keep telling me I'm getting free upgrades and then two days later my charges are increased. For this latest bill increase no free upgrade so they've abandoned that process and now just increasing my bill cause they feel like it. Never recommend these to anyone
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
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Their customers service is the worst every - on call now for 30min because broadband is not working and still on hold.
Never use Virgin if you can help it
- Location
-
- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
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Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.
They don’t send you written documents or email contacts details to avoid any proof.
Very intelligent fraud company.
- Location
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- Location
- Redbridge
- Reviewing
- Virgin Media
- Date
- 2017-07-26
- Comments
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Never again. Took the 18 month phone and Broadband contract from Feb 2016, Very nice when they are getting you contracted in - appalling after that.
Bloke who installed the broad band neglected to connect the line to the Cabinet in the road. I was left without a phone for three months. After that was resolved , had two more instances of phone line not working for prolonged periods.
When i rang today to terminate my contract , bloke offered me a discount to stay. When i insisted on leaving, he put me on hold " while i get some forms to fill out." Left me hanging there for a good 10 minutes until I then disconnected.
Sent them a text but with these guys you never know.
- Location
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- Location
- Redbridge
- Reviewing
- Virgin Media
- Date
- 2020-03-24
- Comments
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Problem almost everyday, no help just stupid pre-recorded messages ... the downtime is more then the uptime, they never seems to get the problem fix, they are really driving me crazy...new provider next year for sure !
- Location
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- Location
- Redcar
- Reviewing
- Virgin Media
- Date
- 2018-04-23
- Comments
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Used to have bt it was so much faster im moving back to bt
- Location
-
- Location
- Redcar
- Reviewing
- Virgin Media
- Date
- 2014-11-23
- Comments
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I am supposed to have 150mb today's speed test is 15mb that is 1% of claimed speed ! And their wireless router has the worst range I have ever seen at the end of my contract I will not renew I would rather pay 25% of the cost for 25% of the service than pay 100% for 1% of the service
- Location
-
- Location
- redditch
- Reviewing
- Virgin Media
- Date
- 2016-06-02
- Location
-
- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2010-01-14
- Comments
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Quite happy with almost 9meg download speed as we are in a rural location. But upload speed is poor by comparison. Luckily we don't do much uploading.
- Location
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- Location
- redditch
- Reviewing
- Virgin Media
- Date
- 2016-05-07
- Comments
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When I explicitly said I need a twelve month contract, they signed me up for a 18 month one. Had to wait over two hours to reach a call center operator, who did have no manners at all and could not understand her language
- Location
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- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2021-04-23
- Comments
-
Customer service is non existent, they do not do what they say they are going to do, bills are exorbitant for what they provide, basic broadband is worse than Sky and more expensive. By far the worst of the big providers by a country mile.
- Location
-
- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2022-10-28
- Comments
-
If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen. Something as simple as cancelling my services because I moved house ended up with a default on my credit score and lost me the sale of a property. That is a very simple overview of what happened, but I have wasted 6 months of my life trying to sort something so simple and you just get passed from team to team, because apparently none of them are the "Right team" to cancel a service.
AVOID
They have yet again threatened me with charges and are holding me to ransom because they haven't collected their kit... which has been arranged 4 times.
- Location
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- Location
- Redhill
- Reviewing
- Virgin Media
- Date
- 2018-04-07
- Comments
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Constantly rebooting devices.
Speed test commonly says 150mb/s can’t be right.
Can not see our websites on virgin.
Neither can MY customers !
Virgin put me through to gadget guy who wanted £5 per month standing order.
I’m a heating engineer and need my web site to work so switching now.
No one in business should be on virgin.
- Location
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- Location
- Redhill
- Reviewing
- Virgin Media
- Date
- 2017-07-12
- Comments
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Phoned 3 times, all services been out for 1 week due to box at end of road being out. Waited patiently for that to be fixed. TV, wifi and phone still not working. Literally hours of phone calls, texts saying engineer coming, not coming, system working received. Nothing still working. Offers of new equipment, more technicians being booked, cancelled, texts saying everything working. More phone calls. I can't even get on to someone to cancel. What a joke!!!
- Location
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- Location
- Redhill
- Reviewing
- Virgin Media
- Date
- 2015-01-19
- Location
-
- Location
- Redhill surrey
- Reviewing
- Virgin Media
- Date
- 2018-08-08
- Comments
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Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
- Location
-
- Location
- Reed
- Reviewing
- Virgin Media
- Date
- 2016-02-18
- Comments
-
There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.
- Location
-
- Location
- Reigate
- Reviewing
- Virgin Media
- Date
- 2021-05-06
- Comments
-
Worst customer service ever!!!!
They just lost a customer and they didn’t care at all.
I placed an order and when trying to find out when will it be installed all were problems, after 4 hours trying to sort it out I gave up.. glad that it all happened before signing a contract with them.
- Location
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- Location
- Reigate
- Reviewing
- Virgin Media
- Date
- 2017-09-30
- Comments
-
I have to admit they are not the chepest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give resonable offeres, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80 , once I had 110MB, but also when is high traffic droped to 40, etc (traffic measured through wifi/ not ethernal cable). Anyway I could still do my things. very occasionally (1-4 times a year) the internet fell compleatly and they fixed it in with 1-2 hours and once overnight (was frustraiting but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As over all satisfaction; they are the best you can get.
- Location
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- Location
- Reigate
- Reviewing
- Virgin Media
- Date
- 2017-09-30
- Comments
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I have to admit they are not the cheapest but have an excellent customer service (they answer within 1-3 minutes, I asked for older bills- they emailed it to me, they give reasonable offers, etc)No internet from any provider is at the maximum speed promise. I have 100MB and I constantly receive around 60-80, once I had 110MB, but also when is high traffic dropped to 40, etc (traffic measured through wifi/ not ethernet cable). Anyway I could still do my things. Very occasionally (1-4 times a year) the internet fell completely and they fixed it in with 1-2 hours and once overnight (was frustrating but nobody's perfect) I have been with them since 2011. Initially in Derby then in Reigate. Reading reviews and dealing with other providers ( talk talk for instance/over the phone)OMG I prefer virgin media anytime. As overall satisfaction; they are the best you can get.
- Location
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- Location
- Reigate surrey
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
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I did call to cancel my contract and they didn't want to do it. They forced me to stay another month with they. Very unprofessional staff. They did hang up the phone on me
Do not use them!!!!! They are really bad
- Location
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- Location
- Reigate, Surrey
- Reviewing
- Virgin Media
- Date
- 2018-03-10
- Comments
-
Speeds sometimes considerably slower than advertised. Capacity seems insufficient for the demand, speeds dropping at busy periods, such as the weekend. Have had problems in the past with sorting problems with the physical connection between house and street, although this was better on the last occasion.
- Location
-
- Location
- Renfrew
- Reviewing
- Virgin Media
- Date
- 2016-07-02
- Comments
-
Disgraceful company to deal with avoided them where possible.
Their technical help line is a waste of time, they are rude and arrogant and suggest everything is your fault.
I have developed a fault with my email and have been told to go to my nearest virgin media store if I want to complain.
My inbox is being flooded with fake/spam emails from virgin
media which they freely admit they are aware of but can't seem to stop.
They suggest that I log an official complaint email for each received spam, junk, fake email received.
Unfortunately every time I open my email up to 20 items of junk flood in.
AVOIDE THIS COMPANY WHERE POSSIBLE THEY ARE THE WORST NON SUPPLIERS OF CUSTOMER SERVICE ON THE PLANET.
- Location
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- Location
- Renfrew, Scotland
- Reviewing
- Virgin Media
- Date
- 2019-06-28
- Comments
-
Really bad guys. Since a dispute with this company I have been using a 4G router with PAYG sim with 3 (Three) UK and the service and quality has been better.
- Location
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- Location
- Renfrewshire
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
-
I have been with virginmedia (previously ntl) for well over 10 years and have put up with unreliable broadband speeds as I assumed this was normal. I have recently upgraded to the Big Kahuna which boasts speeds of up to 152mbps. I still have intermittent speeds and sometimes nothing all day in my kitchen and living room. The room where my superhub is only gets 35 mbps on a good day. I have complained and they now say it is because of my brick walls and nothing to do with their service. Every time I phone I get a different person and have to repeat my complaint over and over again. They say they will check it out and try to come rectify it but they never phone back and I have to phone again. Catch 22 !! They only want your money. They lure you in by offering all sorts of deals but before you know it they are adding on all sorts of extras which cost a fortune.
- Location
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- Location
- RH11 - Crawley
- Reviewing
- Virgin Media
- Date
- 2015-01-13
- Comments
-
Last 8 months the service in the evenings is reduced to a mere 1Mb despite paying 30Mb. Tech Support said it is a local fault and would be solved in 4 months!!! The 4 months has passed and they extended this fault for another 4 months! After several complains I received some bill credits but I want a RELIABLE BROADBAND!
Now with the SUPERCHARGE speed... if they can't manage 30Mb, how are they going to cope with 50Mb. Changed to Talk Talk to try something different. Virginmedia is running a gruesome scam!!!
- 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.