4,684 Customer Reviews over 118 pages
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- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2018-02-06
- Comments
-
I cannot believe how much money this company invest in advertising and once you become a client they offer you the worst service. They have a terrible customer service, even one manger once when I was explain my frustration about alll the problems I was facing, he was so arrogant and talking on top of me about is 20 years career.
Another one just hung up on my face today.
I have been with this company since Cristams and they haven’t gave me a telephone line yet, the tv work just sometime, I couldn’t even watch fire work for new year eve because I had not channel. Internet connection is terrible, the area where I get connection in the house is very small, i cannot believ there are not penalty to pay for this rubbish company for the disgusting product are selling. I cannot wait to change it,
- Location
-
- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2018-03-15
- Comments
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I really hate this company, it is the worst company in England, probably it was a good company in the past but now they spend too much money to advertise it and once you are their client they provide the worst quality of service.
Internet doesn’t work most of the time and it is available just in half of my house, they haven put my land line jet after 4 months, and the tv is so boring, nothing to watch.
The customers service are very rude, ( even managers, rude and arrogant) incompetent and helpless, the webpage to log in in my account doesn’t work aether. Nothing works.
I thought talk talk was the worst until I became virgin client.
I will leave this company as soon as possible
- Location
-
- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2018-04-09
- Comments
-
Terrible service, less than 1mb, sometimes 2.5mb download speed almost always, service constantly dropping. Complained twelve times on over a year so they said they would give me compensation. Then they didn't discount the amount they said they would and then told me they never said that. Complete scam, should be illegal how they just charge people money but don't provide anywhere close to what they said they will. Also kept putting up the bill for no reason. When I tried to cancel, they said the reason my service was slow was because I was on a low speed service, despite being told I should be getting 18mb when I signed up and despite them agreeing that they were doing work in the area and that's why the service was really bad. They kept stringing me along, saying next month the engineering work would be better but it never improved.
- Location
-
- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2013-10-14
- Comments
-
Customer service useless after hours and hours waiting for them to answer your phone . Awful broadband speed , at least once a week for a couple of hours disconnect , landline disconnect at least 3 times during 11 months and this time they told me they can't ask their manager to talk to me because it is the last month of my contract !!It what it means ??!
- Location
-
- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2022-06-01
- Comments
-
AVOID TERRIBLE WIFI EVER
I left sky broadband as virgin broadband promised me 1000mb . I signed up to there maximin package . there I was told you only get that speed when you are hard wired in not on wifi. this is the worst broadband I've ever had . Do not be fooled by virgin speed promise the wifi doesn't work . its worse than dialup like going back in time .
- Location
-
- Location
- Rickmasworth
- Reviewing
- Virgin Media
- Date
- 2016-12-21
- Comments
-
Virgin Media has gone downhill over the last 6-12months. Paying for 'up to' 50mb, lucky if we get 10mb.
- Location
-
- Location
- Ripley Derbyshire
- Reviewing
- Virgin Media
- Date
- 2018-12-13
- Comments
-
The salesman told us how amazing the broadband was , unfortunately this was absolute rubbish. The day of the installation the engineers arrived late with no call so we just had to wait in on our bank holiday weekend. After the installation my sky wouldn’t connect I was told to turn off my sky box for a while then turn it back on. It didn’t work when I googled it I found out you had to purchase a wireless connector, which I wouldn’t have minded if I was told about it. After I went out to sweep up the mess they had made I discovered the paving slab they moved was not put back flat and now wobbles.! I called customer service to be told someone will contact me, two months later no contact. As for yr persistent salesmen I couldn’t get hold of him as soon as he’d made the sale. Needles to say we will be changing to another supplier as soon as I’m out of the contract.
- Location
-
- Location
- Rochdale
- Reviewing
- Virgin Media
- Date
- 2017-09-07
- Comments
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Hi, this company just have a name, i m paying £35 per month for 150mgb , I check my seed every day it's just 20mgb to 40mgb never seen more than that, I ring 10 time to virgin media from last two month, every time I ring I have to spend more than 1 hours for setup still get nothing, finally I decide to leave virgin media,poor customer service, waste your time, bye
- Location
-
- Location
- Rochdale
- Reviewing
- Virgin Media
- Date
- 2018-07-05
- Comments
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Absolutely appalled! In 2018, virgin media is a con and a fraud who take extra money of people for nothing! I had payed my normal monthly payment which is alreadyy high (£60) and then was sent a (£104)bill and I DID not purchase anything or made any extra actions which would add to my payment. My package is normally (£45) the fact I was paying £20 extra was already enough and they stil have the audacity to send me a £105 bill. I gladly finally have cancelled my contract with them and every time I tried to in the past, they made excuses! I’m glad to get rid of them. Is. After cancelling my contract. They stil sent me payments like £104 once again so I had cancelled my direct debit with them! Now they are asking for the box and hub back which I find really stingy as I had Been with sky before and sky have never asked anything like that. We are sending our rubbish boxes back which were a waste of time and money and they will basically use these boxes for other customers which means I had been sent a second handed one too. Wow virgin. I hav no words. If they send me another payment. I will be taking it to the court and see what they say about this fraud.
- Location
-
- Location
- Rochdale, Manchester
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
-
The customer service is the worst I’ve ever experienced. It takes ages to get through and then the connection goes, no one understands the issues we receive and the same issues pop up all the time!!
We must call customer service every other month!
We cannot change providers as it’s the only strong internet connection we can get in the area.
The only customer service adviser who has helped and took time with us is Steve Williams.
- Location
-
- Location
- Rochester
- Reviewing
- Virgin Media
- Date
- 2017-09-19
- Comments
-
A catastrophic introduction to Virgin Media broadband. Installation team arrived on the agreed day but apparently cannot connect us to the cable in the road outside. Apologetic, but went away again without making it at all clear what would happen next . Phoned customer services to make the point that, apart from establishing that said cable existed, the sales team had asked me absolutely no questions in relation to the practicalities of the installation. Thus they are unable to fulfil the contract that I have signed, due in my view, to prioritising sales over service. The customer service team informed me that they have booked another installation appointment for 9 days time (without checking first whether this was feasible for me or not). This has left a huge problem as, in good faith, we had cancelled our existing internet provider contract and consequently will be without internet for 5 or 6 days. This is disastrous as our work within the public examination system relies on accessing the internet at home. If I were Virgin I would already be thinking of waiving fees or of financial redress, but no hint of this beyond the well-rehearsed apologies that staff learn at their training sessions. I had to make all these follow up enquiries myself, no-one called/emailed/texte for in excess of 6 hours with any info as to next steps after the initial failure. It's quite clear that lightly regulated competitive telecoms does not provide consumers with good service. Nationalisation could not be any worse, and would almost certainly be better....
- Location
-
- Location
- Rochester
- Reviewing
- Virgin Media
- Date
- 2015-09-28
- Comments
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150Mbps package delivers 1Mbps service and 400ms ping. Customer service advised I should be happy I'm not getting 0.5Mbps, said there's nothing wrong with this performance and refused to fix. I miss BT Fibre, I couldn't move it with my house but it was vastly superior broadband compared to Virgin Media.
- Location
-
- Location
- Rochester Kent
- Reviewing
- Virgin Media
- Date
- 2015-09-17
- Comments
-
Worse than useless.
Booked an installation date more than one month before I moved and was promised connection on the day with a flashy series of countdown emails for weeks.
The day before I moved they called to tell me the "cable in my road didn't have sufficient capacity so they will be delighted to connect me in 6 weeks time"
No phone and no internet and I do some of my work from home!
Gone with another provider and advise everyone to avoid this appalling company!
- Location
-
- Location
- Rochester, Kent
- Reviewing
- Virgin Media
- Date
- 2015-12-28
- Comments
-
Decided to remain with Virgin as was best deal with home phone. However, broadband speeds only a tiny fraction of advertised speed. Reliability is dire with signal dropping out every couple of days and router requiring reboot at least weekly. Virgin service sounds good, but in reality, service is poor and unreliable.
- 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
- Romford
- Reviewing
- Virgin Media
- Date
- 2017-09-28
- Comments
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If you have an issue, you may as well changer providers as there customer services is one of the WORST EVER I've seen. They will NOT help your issue! You will end up explaining your situation to every rep in a different department, as no one seems to want to handle your problem. When I finally got through to someone who decided to take the call, she was very rude and very sarcastic. She wasn't bothered at all and it was like she just put the phone on the table and left it. I would very much avoid using Virgin media because if you get problem in the long run it won't be worth it.
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2020-01-31
- Comments
-
had a broadband fault for 3 months, Virgin media could not rectify the fault and would not compensate a fair amount for the issues.
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2017-04-04
- Comments
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I joined virgin media on 17th of March after 12+ years with BT because the TV package looked better. While with BT I had NO internet/broadband issues at all but since being with virgin I have just had NO broadband at all. For the first few days I had an Ok broadband in the room where the hub is located but this disappeared if you even thought about going into another room and upstairs is a definite no go area. I phoned the engineers who said I should try manually selecting the best channel on my hub or I would need to buy boosters at my own expense. I went through all 13 channels and guess what, still no coverage anywhere other than within 2 feet of the hub. I explained that I never had this issue with BT even though the hub I had was about 2 or 3 years old and I was told that some services from virgin, like the TV packages are better but the broadband might not be so good, but you can’t have it all! I bought the boosters and plugged them in but then the following day lost all service completely. Phoned the engineer again and he said it was an area outage. When I voiced my concerns regarding the fact that after only a couple of weeks with virgin I had experienced more issues than I had with BT in all the years I was with them, I was told that there were always problems but this was to be expected. I was assured my service would be back up and running by that afternoon. I got a text message telling me the issue had bee resolved and I could now enjoy the service I pay good money for. Unfortunately, NO, I still had no internet at all. Phoned the engineers today and they helpfully told me that I was right, and there was in fact no internet in my house. I was then told that an engineer would need to visit, but they didn’t have anything available until Friday, 4 days later. I said this was not acceptable and asked to speak to customer services so I could terminate my contract. Spoke to customer services who offered £20:00 by way of compensation but I explained that this would not even cover the cost my mobile phone bills going over the data usage let alone my wife’s or my 2 children’s or the cost of boosters needed just to be able to use their substandard service. I was then informed that because I had been reasonable and not cancelled my contract when I first called about poor coverage, I was now out of the 14 day cooling off period! I said I did not want to "Cool Off" and I had not just changed my mind, I wanted to cancel because the service I am receiving is not fit for purpose. this pointless conversation went on for what seemed like an eternity with lots of apologies but no action so I ended the conversation with a summary of events that basically it was my fault because I had been too helpful when I spent 4 hours of my life trying out different channels, with me downstairs shouting up to my wife like an idiot, asking "What about now, anything?" and her shouting back at me "Worse", "Worse", "better, wait worse" until I set it back to automatic, and then buying and waiting for boosters which just used more of my 14 day "cooling off" period. I should have not given them the benefit of the doubt, and just cancelled at the earliest opportunity. I can honestly say the I feel real haltered towards virgin media and will never ever ever have a good word to say about them even if by some miracle they are able to get my services up and running again on Friday. I will most definitely not be holding my breath.
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2022-01-14
- Comments
-
I took out virgin media as there was a refer a friend reward of £60 each person . The one taking new connection and whoever refers you . After one month I got text message. Says my £60 reward cancelled . Called virgin media , they said they don’t know why . Called their partner who deals the reward , they said if it’s virgin media who declined your reward then they have to give answer . End of the day I did not get any reward money , I took out expensive broadband connection , now I cannot cancel my contract until end of 2 years
- Location
-
- Location
- Romford
- Reviewing
- Virgin Media
- Date
- 2016-12-29
- Comments
-
surely one of the worse companies where the focus purely to make money. my fix monthly bill sore to £35 from £17/mnth...fix ???
they tend to find reasons to increase prices as opposed to most BB companies who tend to hammer down the monthly cost while trying to cover and their customer market.
I got to the point now where I decided to cancel their service where the only motive is dupe the customer out of pocket....
- 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
- Romford
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Location
-
- Location
- Romford Essex Rm5 3ax
- Reviewing
- Virgin Media
- Date
- 2019-02-28
- Comments
-
The worst company our family has ever dealt with bar none!
We have told everyone to steer clear of these sheisters. They should wear a mask for trying to rob you !
Unprecedented increases, poor viewing, crackle telephone and an absolute disregard of the customer.
Happily we have warned close people and now you can also learn to avoid them . They are evil.
- Location
-
- Location
- Romsey
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
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Virgin routers have poor range. They get superfast broadband to your house, so that ticks the contract, but you can't walk 4 meters away. After an eternity talking to bots in their customer service maze, I realised the solution was to upgrade your account by £5 a month to get additional wifi boosters. They sell you crap routers knowing the solution is to upgrade your hardware for an extra cost. Never using again.
- Location
-
- Location
- Rossendale
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
-
Virgin broadband or virgin media have to be one of the worst service providers in the UK.
Yeah they provide fast Internet but if it works less than half the time what the point?
Their customer service is even worse, you make a complaint and they don't contact you back and just close the complaint and mark it as resolved.
If a company is taking your money and not providing the service in return, surely this is a Scam?!
Go with anyone else, or just get two cups and a peice of string if you need something reliable.
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
-
I've been with VM since the end of June this year ( 2015 ) and I am very pleased overall. The installation was quick and simple and the technicians showed me how it all works. I only had one problem so far and when I called the customer service they were nothing but helpful and sent a technician out within a few days.
Since then I've had great speeds both with downloading and gaming and no random drops which I frequently got with my previous provider.
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2016-10-29
- Comments
-
Avoid!
We have been paying for a 200mb service, which for the last 14 months has been operating steadily worse and worse. It was great for 6 months but then started to deteriorate.
We do get 200mb, but only during off-peak times. During peak hours we max out around 40 if we are lucky, but regularly drops to 2 or less.
At these times our upload speed drops well below the usual 10-12mb and our ping can reach as high as 900! This means all downloading and online gaming grinds to a halt.
When we download files on one PC, the latency increases to 900 and the other 2 PC's on the network are essentially unable to use the internet.
In April 2016 we called and were told the problem is due to our local area being saturated since Sept 2015, it should be fixed Sept 2016. When we called in Oct 2016 saying the BB was still getting worse we were told the date for the fix was Nov 2016.
We eventually managed to register a complaint by email (their contact info says it's not possible to register a complaint by email! I would love to see what OFGEM say about this...) but did manage to find a complaints email address in the end. Needless to say Virgin didn't respond to the email even though we received a delivery and read receipt within 2 minutes of the email being sent. After the obligatory 5 working days without getting a reply we then called them, and they advised our complaint has been escalated to a manager and we will receive a call in 3 working days. That 3 working day period finished yesterday and we have not received the promised manager callback.
We are outside of our contract end date so we could switch, and we have had our monthly bill reduced by the statutory £12 for sub-standard service, but we want something done to actually fix the problem and I no longer believe the statutory minimum is sufficient after 14 months of problems.
After reading 4 solid pages of complaints on here I have zero expectation we will get what we want and deserve.
Their call centre staff have always been polite and patient, and all based in the UK, however they are unable to fix the issue.
I believe their contention ratio must be through the roof due to over-selling and I'm really unhappy with their price increases.
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2018-12-01
- Comments
-
So I've been a member since before time began!! Basically since cable first laid their cables and were called telewest!!
Never asked for nothing in the she 25/30 years.
When I finally got my son to ask for a new V6 box which he had got 3 of for his house for nothing got told I would have to pay 100 pound.
When we finally got a half decent deal off them and told to ring retentions the offer was dropped and we asked to cancel....they duly obliged!!
Shocking customer service
Richard Branson more like Richard the terrible!!!!
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2016-01-09
- Comments
-
I used to be with Sky and was bombarded with adverts that Virgin media has better speed! Lies, lies, lies.
I was connected to Virginia Media after ditching Sky without changing address. I immediately noticed that it was slower than Sky. I rang Virgin media technical department and they told me it will be slow for the first few hours. Since then it has been getting worse than the day I joined them. Virgin connection used to be slow during the afternoon hours. It is slower 24 hours a day. I do not know how worse it will get. I got connected for educational purpose and my lessons regularly get interrupted many times
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2024-01-14
- Comments
-
Shocking!!! I was with sky and had 2 men knocking on my door to move to virgin so i looked to move over to them as they were offering higher speed, one day 2 random men turned up at my house taking pictures of my house then started drilling into my house, the men then used my bin to put all there cans of pop in, food, ropes and equipment, i had an appiopment booked for 27th of december come home early from my parents house for the appiopment for nobody to turn up, i ring up to see where they are, my 'appiopment' was never booked even they ive got emails and in my contract it says there are coming on the 27th, while on the phone i tried to cancel they just wouldnt let me cancel kept passing me to different people/departments, finally i managed to get through to someone who cancelled my services, they sent me a bill on £30 for my broadband, even thought nothing was up and running, i had no wifi hub but on their end it was all working, ive put nothing but compalints in and nobody has got back to me, finally spoke to a manager last week and all i got from him was 'we have cancelled your services what more do you want?' Customer services is shocking and rude, i will never ever think about moving to virgin!!! They keep asking me to return the equipment but there isnt no equipment to return!!
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2019-11-16
- Location
-
- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2014-07-12
- Comments
-
Really getting fed up with VM broadband. 'Known faults' and 'a engineer is on his way' is becoming all to frequent. Up to 100mb d/l speed but out of the three months since upgrading its never passed 50mb. Poor service.
- Location
-
- Location
- Rothwell
- Reviewing
- Virgin Media
- Date
- 2019-04-10
- Comments
-
Good bradband speed with very, VEERY bad router. The point is the customer service is rubbish. Curently awaiting to speak to someone while writing this review for the secont time and waiting in a cue at the moment 51minutes. Just changed my mind and cancelling as customer service is totally crap.
- Location
-
- Location
- Rowley regis
- Reviewing
- Virgin Media
- Date
- 2017-06-20
- Comments
-
Had virgin installed on the 9th may. They had an issue with the cable. They have hooked our cable to next doors box which the dont even use. You can see the cables which are visable and looks a mess. Weve had no phone line since the 9th may and still havnt got one. Weve spoke to virgin more than 3 times they sent out engineers 3 times and all havnt resolved the issue. They have passed this information to the managers and said they will contact us. Still no phone call..... ? Very quick to take 2 payments out and send an email to remind us of the next bill due. Absolutely shocking to say the least. Please dont join virgin as they clearly dont care about the costomers.
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-11-11
- Comments
-
Having given one months notice and cancelled my direct debit I was sent a final bill covering a period after I was disconnected. I was advised that Virgin was unable to take money from my account a few days after I had been disconnected. I was hassled for payment, recd a pay up or else letter, had a debt collector on the phone, after several weeks it transpired my months notice had not been processed for 2 weeks after I had sent the email and they were chasing me for payment of the final 2 weeks they thought I owed. Why couldn't they have told me that in the first place. I was promised a letter of full apology, needless to say it never arrived, nor did a refund of the days owing to me between the end of my notice and the expiry of money they took the previous month from my account. All this hassell because I forgot my password and they wouldn't help me to remember it, so I went with a cheaper supplier. They also claim the phone line is not disconnected until a week after it has been, they are yet to explain that one to me. Don't touch them Virgin with a barge pole.
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2023-02-16
- Comments
-
Had enough of them.. joke of a company. There broadband infrastructure is the worst in Europe now..
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2016-12-14
- Comments
-
Hopeless serice provider, it works when it wants to but not when you really need it. Absolutely non existent customer service so no way of getting redress. I finally got through once after about 50 attempts over one year and even then they were completely useless. Totally rigid and unmovable and absolutely no intent in resolving problems. The problem is them but then that's my problem because no other customer serice choice! This has really put me off landline broadband for good so I'm just going to cancel as soon as I get through to the right department and tether my mobile. I joined through a comparison website but I would have to warn others now to steer clear of virgin based upon my experience under their useless service
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-08-10
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2014-06-27
- Comments
-
I took up Virgins premier collection offer last September and it's the worst thing I have ever done. The broadband took them two weeks to get right, the speed is definitely no better than I had with Sky despite their claims. I took up the whole offer and reasonably expected them to transfer all services or at least inform me if there were any problems involved. Neither of these things were done because three months later I found that I was still being charged for the television services by Sky! When I queried this I was treated with the off hand reply "It was down to you to do that" So far from saving money it has cost me considerably more. There are other issues too many to go into here but the customer service is apalling and they don't seem at all interested once they have you as a customer.
- Location
-
- Location
- Rugby
- Reviewing
- Virgin Media
- Date
- 2010-09-10
- Comments
-
Very reliable service providing good speed - maybe need to refresh the modem once in a while to maintain top speeds plus they provided a new modem last year which obtained the 20mb or at least 18-19mb. Can't fault them except their service is expensive and what I pay bears no relation to the low prices currently advertised. I am thinking of changing but I know I will miss the reliable & fast cable service so might just see if they can offer a better price deal. Their tv is good and I can't really fault them.
- 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.