4,684 Customer Reviews over 118 pages
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- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2015-02-19
- Comments
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Nowhere near advertised speeds.
Virgin are always quick to blame customer computers and wifi when it is in fact their substandard service.
- Location
-
- Location
- Selva
- Reviewing
- Virgin Media
- Date
- 2018-08-07
- Comments
-
Absolutely crap, phone line goes down, crap internet speed and customer service on phone is outstandingly rude
- Location
-
- Location
- Medway
- Reviewing
- Virgin Media
- Date
- 2019-11-17
- Location
-
- Location
- Medway
- Reviewing
- Virgin Media
- Date
- 2019-11-17
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-08-12
- Comments
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I am disgusted in this so called service. Never get anyone English on the phone, always on hold for god knows how long and the problems never get resolved.
I have not signed a contract with this company and I want to cancel as I'm moving back to my mom's who already has virgin so there's no point having it there. They told me I cannot cancel even though I haven't signed a contract. They then said I'd have to pay a cancellation fee of £240 if I want to cancel completely. A one off payment of £20 to move the account to myour mom's and if I want the phone line didisconnected as my mom has a phone line it will be a one off fee of £62!!!!! And to top it all off my mom got a letter on behalf of my account saying when I move there my bill cost will be increased!!!! Wtf is wrong with you people? I have no money as I recently lost my job hence why I wish to cancel. So in a sense I'm going back to my mom's to pay for the phone line, Internet and TV box for what? The only thing I can use there is the TV box as it's the only thing my mom doesn't have. She already has Internet and a phone line. So they're being paid twice by the same house hold. Scamming bastards. Don't give a crap about your circumstances or the fact you haven't signed a effing contract. If rather burn my money and get black listed than pay this pathetic excuse of a company. I'm overly stressed with the outcome. I've had no sympathy and no one on the phones has attempted to help me, they were only interested in getting my money (which I don't have)! AVOID AT ALL COSTS! DO NOT PUT YOURSELF THROUGH THE STRESS OF THIS GARBAGE BAG OF A COMPANY!!!!!!! THEIVES!!!!!!
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2022-10-31
- Comments
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Would be zero if I could put it. Absolute worst service provider I have ever dealt with. Had it installed and the 20th September and have not had one week of straight service. Had a whole month of no TV service. My partner has had to miss multiple days of work due to no internet and working from home and it is putting his job at risk, not to mention the financial hit we've had to take for him not getting paid as he is not able to work. I would stay very clear because they have a different issue and excuse every week and 6 weeks in still have an outage every week that takes at least 24 hours for them to sort and 24 hours is on a good day. Absolute horrendous experience.
- Location
-
- Location
- Birmingha.
- Reviewing
- Virgin Media
- Date
- 2018-02-13
- Comments
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Will never again use or recommend virgin to any family or friends. Customer services advisors are rude and serve no purpose to help! Turns out the "small tv package" is free but you pay 5 pound a month for the tv box? If much rather buy a freeview box and watch the channels on there, for 1 there's more of them and for 2 you don't have to pay a monthly charge for having it! Absolutely ridiculous money grabbing company to be avoided at all costs! Oh and don't try to leave them because the just want to slam you with a 150pound cancellation fee! I thought sky was bad well hello to something even more worse.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2017-01-03
- Comments
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This company is so dishonest. They promise you one thing, suppose to have logged it onto my account, but then say they never said that. I called to ask when my contract end in November and they told me in January. They gave an upgrade price and I said would think about it. I called back to renew at that price and another person told me I can have that price but can renew on January 3, as my contract notice date is that date. I said, but normally your price changes. They assured me that price won't change as it's logged onto my account. I should call on Jan 3 and renew then. Trusting him I did this, but was told; sorry, the price has changed!
Knowing how dishonest companies are, I wanted to renew back then but was told to wait. I wanted them to listen to the recording we had, but they said that was unavailable.
Don't trust them. Worst customer care!!!
- Location
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2015-02-13
- Comments
-
Virgin Media customer service:
Phone call 1 - Foreign lady answers phone requests I talk slower, then told me I had to call off a different line after being on hold for 20 minutes.
Phone call 2 - Foreign lady answers, I explained I spoke to her colleague and that she couldn't answer my question, she then hangs up!!!
Phone call 3 - Technical team refuse to talk to me, I explain as a paying customer they have to, they then say call us off a different line and hang up!
Phone call 4 - Spoke to an English man Russell, sorted problem within 30 seconds! Virgin media are a woeful, disgrace of a service.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-09-02
- Comments
-
Broadband is fast, you can find that in other companies.
They are thieves and they take your money, make customer service difficult, so you cant really talk to a human being. Service is rubbish!
Thats it really. Never again! i say spare your selves, time and money on something more genuine,
Cheers!
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
-
there is an obvious problem with my broadband and TV package which Virgin, after several conversations with them, are not prepared to resolve. They claim out of this world broadband speeds but in reality I find them quite slow for what I pay for the service (almost £60)
- Location
-
- Location
- Woodthorpe
- Reviewing
- Virgin Media
- Date
- 2022-12-03
- Comments
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Great service from your engineer.He had to find a box outside, run a cable to our flat and drill neatly through the wall.Every thing was done with a smile and he left with All working.Welldone.
- Location
-
- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2018-01-10
- Comments
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Moved from sky to virgin. Mistake. Had a stable 12mb internet coonection with sky for 12 months. Didn't go down once was always around 12mb. Moved to virgin 2 months ago. EVERYDAY evening speeds go down to less than 1mb for minutes at a time for hours. Never get anywhere near 100mb, mostly 11 to 50ish but unstable.No internet on 1 occassion already for 1 hour. Have fiddled about with channel settings on router, no difference. Give me 12mb copper sky connection anyday! Reckon the infrastructure in my area can't support the amount of customers virgin have. Will go back to sky once my 12 months is up.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-12-21
- Comments
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Virgin media had made contract with for £29 a month for one year and for no reason they increase my bill. I will change to different provider asap. I would rate them 0 because of that. Better to get any other provider but no virgin media. They don't care for their customers
.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-01-08
- Comments
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I have seen multiple people say this but I was getting an internet speed of about 20 mbs when on ethernet even though I was paying for 350.... not to mention that it would randomly drop for 10 mins multiple times a day and throw users off for no apparent reason. In total probably spent about 10 hours over the phone because you have to wait an eternity to even be connected, once you get there most of their employees can hardly speak english and they tell you everything is fine when you specifically tell them it isn't. An Engineer came round and told my to call and get a complete refund because I wasn't getting the service I was paying for, when I asked over the phone for a refund they told me I could have 20 pounds off my next bill haha. Virgin is a joke and its borderline theft, stay farrr away from them!
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-08-03
- Comments
-
I’m in the process of moving house and was looking at broadband options online for my new place. Got a call from Virgin off the back of this, the guy told me what they offer, I thanked him and said that we are just at the beginning of the process and would like to look at other providers. He then started slagging off the other providers (especially BT), telling me that I won’t find anything better than Virgin. At this point I got a bit angry and told him that I’m currently with Virgin and I’m rather dissatisfied with their service, therefore I would like to see what other options I have. He then went full-on mad bully on me, essentially telling me to eff off and hung up on me. Guess what, I’m definitely not going to use Virgin now!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-08-19
- Comments
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More than 50 minutes on the line, trying to cancel the poor service.
Internet connection unstable since day 1.
Every week the same problem, connection lost for 3, 4 or more hours. Regretting a lot. 32 pounds every month in the bin!
Unfair contract! No way to cancel this service!
- Location
-
- Location
- Warrington
- Reviewing
- Virgin Media
- Date
- 2016-11-29
- Comments
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Am paying for 100mbps, but only get around 3 in the evenings. It is a bit weird they are excluded from Ofcom's rules regarding leaving an ISP because of slow speed.
When the contract is done, I'll be leaving.
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2019-06-18
- Comments
-
Admittedly, their broadband is fast and reasonably reliable. However, customer service is appalling. They raised their price for 100 Mb/sec from £36 to £48 per months (including landline rental) without ANY correspondence or offer to object or cancel. Trying to negotiate after 3 years of loyal custom, their best offer at 50 Mb/sec is £41 (£22 with Vodafone for similar package). Obviously, no link on their website to cancel my contract without fuss, and now being held in a queue to their accounts team for an hour, second time in one day (first time they just hung up). Unwilling to call me back or accept cancellation in writing.
- Location
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- Location
- Highbury
- Reviewing
- Virgin Media
- Date
- 2018-09-13
- Comments
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If I could select zero I would. I am a new customer in London and I have honestly never experienced such poor customer service (and I have loved in several developing countries where internet is much harder to come by!). The unprofessional behaviour included outright lying— saying, twice, that they were coming within 15 minutes but never turning up, then the customer service people calling us to ask if anyone came but later claiming the reason the Technicians didn’t come because we gave them the wrong phone number! How is that even possible! And what company blamed their mistake on the customer?). I missed a day or work and spent hours on the phone and all I got was “we are very sorry but we can’t come to you for another week”. Very frustrating. I am looking for a new provider before even starting.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2017-10-21
- Comments
-
Honestly, im quite dissapointed. Im the kind of guy who loves playing games and i bought a really good gaming pc. I thought Virgin Media was just the good choice by guaranteeing me for ultra good internet speed but what i found out was shocking...
I dont know about you guys but my speed is never faster than 500 B which is A COMPLETELY TERRIBLE internet speed. It hardly opens google chrome. But the price should be 0 because this is the most rubbish broadband i have ever met with. I cant swap because it says that you have to stay in there for a year or some crap. DO NOT BUY THEY WILL RIP YOU OFF WITH RUBBISH INTERNET THAT WILL KEEP ON DISCONNECTING.
- Location
-
- Location
- Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2017-04-16
- Comments
-
Not the best network for gaming
- Location
-
- Location
- Exeter, UK
- Reviewing
- Virgin Media
- Date
- 2022-02-09
- Comments
-
WORST INTERNET PROVIDER!!!
They raised their prices 3 times during our contract and would not provide me a way to exit out the contract. Very hard to get rid of them. Very very bad customer Service. Never ever going back, even if they provide their services for FREE!
- Location
-
- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2016-07-25
- Comments
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Utter shambes. Virgin updated their systems knowing that this would cause loss of service to a generation of loyal customers who have been with them since the days of NTL. There was no prior warning. As soon as I phoned they explained that I needed a new hub but it is now 10 days later and they continue to fail to send us one. On Friday I called to explain that their system was yet to allocate a tracking number for our hub, only to be fobbed off by being told it would be sent over the weekend. Needless to say it is now Monday and no tracking number has been allocated, despite a promise to deliver by today.In short, this is contemptable customer service.
- Location
-
- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-05-19
- Comments
-
I would have given 0 stars. We arranged to purchase Virgin Broadband and phone, and because nobody else on our street had Virgin they needed to run lines down to our house. Apparently this would take 4-6 weeks. We never heard back. My fiancé phoned them this morning and they stated they aren't going to be running the lines at all because our street is a 'privately owned' street. This is absolute rubbish as we know for a fact from our letting agent and council that it is an unadopted road. We would have been a little more understanding had they actually got in touch with us to tell us. Terrible customer service. Going with Sky instead who are only too happy to help.
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2016-06-23
- Comments
-
Virgin are an absolute disgrace. We were told that we could have virgin in our area, and due to our slow broadband speed we jumped at the chance. We went all out and opted for the Big Kahuna Bundle. We were told that we would be getting connected on the 31st of May, so my Dad took the day off work to wait in. We then received a text on the Monday stating that our connection day had been cancelled (with no explanation) and that they would get back to us. We were disappointed but understood that these things happen. My Dad drove the 50 minute drive to work, and received a text from Virgin asking him to be in and that we were indeed being connected that Tuesday, he drove all the way home, waited all day and no one turned up. Earlier on in the day, our current provider BT had turned us off, in preparation for Virgin to reconnect us, so we had to WiFi in the house. We rang up Virgin and was told due to a technical fault the connection had to be postponed. We waited and waited to hear from Virgin, and when we rang up to enquire the customer service was extremely unhelpful and nobody could tell us anything. We have now been without WIFI for 3 weeks, and still no word from Virgin, even with going in to store and ringing up. It got to the point where we needed WIFI and were fed up, my Mum is a teacher and cannot do her work at home without the connection so is working late at work. 3 weeks with no word and no connection is appalling. We decided to give up and reconnect to BT, bearing in mind that we had to pay a disconnection charge beforehand and also paid Virgin. It will take another week or so to be connected, which means due to Virgin we have been without WIFI for a month. They then had the cheek to ask to connect us and wanted to give us a connection date! Considering we were supposed to be connected on the 31st of May and it's now the 23rd of June, I think this is disgusting. We will be complaining and demanding that Virgin give us a refund, and pay for all the disconnection costs with BT. If you ask me, Virgin are appalling and I wouldn't ever go with them again.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-28
- Comments
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Scammy. Overpriced and make it a nightmare to cancel
- Location
-
- Location
- BRADFORD
- Reviewing
- Virgin Media
- Date
- 2018-05-29
- Comments
-
Very bad conection when someone calls me or if I call them I can't even hear them and they can't hear me I pay the right amount but I still don't get good wifi it has been 2 years. I have never done a complain virgin media fix it
- Location
-
- Location
- Hyde, cheshire
- Reviewing
- Virgin Media
- Date
- 2024-03-15
- Comments
-
Terrible company!
Poor speeds
Intermittent service constantly dropping out
30 day cancellation policy meaning they make you pay after you’ve cancelled!
Terrible customer service.
Avoid at all costs!
- Location
-
- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2016-04-04
- Comments
-
The broadband is excellent, the customer service is non-exsistent and customer loyalty is laughed at. After 5 years of being a loyal customer and recommend a number of people to their service i have to move home due to circumstances beyond my control. I inform VM of this and that they do not provide in my area and in return they hand me a bill for £200 to leave them. Well thank you VM, i sure as hell wont be coming back.
- Location
-
- Location
- Chorley
- Reviewing
- Virgin Media
- Date
- 2017-04-23
- Comments
-
Excellent all round.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2021-02-04
- Comments
-
Pros: Great quality of service and awesome broadband speeds.
Cons: Customer service is absolutely awful. Practically impossible to reach by phone. Expensive. Discounts only for new customers. Existing customers get shafted.
- Location
-
- Location
- St.Albans
- Reviewing
- Virgin Media
- Date
- 2022-11-17
- Comments
-
C-101122662
I wonder if it is true that VM executive team deliberately engineer an impasse with the complaining customers no matter how valid a complaint, so as to kick the complain towards CISAS and close down complaints quickly meeting internal performance targets?
Be aware of the contractual catches to avoid responsibility for faults reported to them, thus placing you in a 'no resolution' queue that leads nowhere/arbitration, because you are accused of disagreeing with them when discussing a way forward. It's a deliberately designed trap is my opinion. A play on words in the discussion.
I tested my service speed using Ookla over wifi. I have lots of devices on my LAN. But while I had a 200Mb/s service, using this testing process (not wired to the hub), I always saw 200 or slightly more for many years, so imho it's accurate! Then after a requested hub reboot because of a VM network upgrade I started to see drastically less speed intermittently, and full speed or slightly more 80%-90% of the time, (smells like my test is reasonably accurate you would think). How, if WiFi is used it can cause Ookla to only show 10-20 Mb/s in error for their claimed 250Mb/s amazes me. I get the WiFi being naturally flakey connection in design, but with my previous testing success on mine, it was fine. But that's the contractual wording trap and now you are doomed!. VM want you to fall for the customer LAN devices, third party devices and wifi can cause that much of an error when it tested. If they had said a drop of 10-20 Mb/s on WiFi I might have agreed, not 230! Like I am a liar! Its a contractual, and unreasonable in this case, exit door of avoidance. oh come on! It's nonsense VM. Seems like a get out of jail free excuse when I am not even trying to be contractual with you, just wanting fairness! Plus my appointment with your engineer was scheduled between 8-12. He got to my house at 17:45 as logged on my CCTV. I was told by your support team earlier that day that all local engineers were fixing a serious network issue that might explain my speed problem ( their words), hence the engineers latenesses! Go listen to your telephone recordings to hear it VM. The engineer when he arrived had trouble getting the new hub to work, it was showing the white led band display on hub4, but we were unable to log into the hub. The engineer, could only see 150Mb/s with no third party equipment connected. The engineers words not mine, and he was using your engineering tools to measure the speed! Slow confirmed by VM and supposedly reported back to his manager? Was it, I bet not? He left before the hub was fully working much to my surprise and it took me a further 2 reboots of the hub to get it working properly and get my LAN up and running as it was before he arrived. This WiFi/too many devices/third party kit nonsense that never affected Ookla measurements on the old 200Mb/s service seems to me to be a sidestepping excuse when I never wanted anything but a stable service, I was not trying to pin you down or be difficult, I just couldn't get you to see the point that it's a reasonably accurate test even if only in my case, and it can't be scuppered by WiFi to the tune of a missing 230Mb/s. The CEO lady dealing mentioning Ofcom and arbitration, which seems pointless and confrontational because she couldn't see my very valid point. I'm not trying to cause you contractual issues, I just want the promised speed and reliably without BS. Fyi, a day after the hub change, the speed measured with my supposed flawed process is easily 250, sometimes 280, so is that black magic now? I just hope it stays that way as the CEO lady didn't seem to take into account it was intermittent.
Also, sending me an 'out of contract' email on the same day as this fiasco seems contentious don't you think? Are you telling me to go away?
I was told by the CEO lady that VM know exactly what speeds people have been getting up to their hub historically (not WiFi speed). If that is the case, why do customers ever have to complain to get an engineer out to fix it? Why are you not proactively fixing these speed problems before the customer notices as some faults affect large numbers of customers, not just single customers. If you have that ability, what is the motive behind keeping it under your hat as it doesn't seem very customer focused? Or was the CEO lady stringing me a line to fob me off validating her position, as I did have issues and I am not a liar.
Date of experience: 14 November 2022
- Location
-
- Location
- Manchester, Stockport
- Reviewing
- Virgin Media
- Date
- 2020-11-25
- Comments
-
There are constant issues with my broadband and home phone line. They have sent me letters saying work will be carried out in my area of which services may be intermittent on that day up until 4pm. 4pm comes and goes with services still down I check their website where it's been updated to another time of 6pm. 6pm comes around and yet again the timeframe has been moved to 9pm. This keep happening until around 11pm or 12pm. This has happened multiple times now and I'm trying to work from home in an ecommerce role where you can imagine having a stable internet connection is vital.
Other than that I have constant drop outs of service like today. With no notification of service interruption. I checked their website and yet again it says there are issues in the area. Again saying the deadline for this fix is 3pm. But obviously that means nothing to them.
I booked in an engineer to visit my property with a AM timeframe only to wait around all day up until 8pm when no one turned up.
Their customer service is terrible offering no support or compensation for these constant interruptions. Spending over an hour on hold totalling up to 4 hours trying to resolve my issues bout my services. I've made 4 complaint with their team of which nothing was resolved.
I genuinely have never seen such poor service from a company. Below services has been
- Location
-
- Location
- Stanmore
- Reviewing
- Virgin Media
- Date
- 2017-06-14
- Comments
-
After plenty of letters trough my letter box, I decide to go for Virgin media, after six years with sky. Make the deal , vurgun said they will cancel my contract with sky , they will come, they will do etc, just pay the deposit and *we will sort out* . After 2 weeks if waiting , virgin called me, they can't provide the service for technical reasons. I asked for money back, "Debbie" from costumer services told me to go to the nearest virgin shop and ask for refund, and also they can't speak with sky to not stop the services. What can I say ? Hope Mr Richard branson will got my message ( sure not). Thank you Virgin media, now I'm shorter with £50 , and I have no broadband for hell know for how long.
Richard Hajdu , Stanmore, London
14.06.2015
- 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
- Chatham
- Reviewing
- Virgin Media
- Date
- 2015-11-24
- Comments
-
Review on behalf of my father who signed up with one of their reps. Without going into details (which would take pages) they didn't deliver what they said they would, then put the price up within months. Managed to get out of the contract, but no way of getting in touch with them. Customer Service is non existent!
- 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
- King
- Reviewing
- Virgin Media
- Date
- 2018-03-04
- Comments
-
Don’t ever use Virgin Media
Waited 5 hours for the engineer. Engineer uncontactable they say. No one will help. On the phone for over 2 hours. Supposedly at 17.44 the engineer tried the door. Apparently no answer. Two of us waiting. LIES LIES LIES. This company is BEYOND A disgrace. Don’t ever use Virgin Media! Ever! Unless you want to be treated like you are a worthless fool who’ll just take it. AVOID LIKE THE PLAGUE. Customer service is beyond ABYSMAL.
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2018-09-05
- Comments
-
Virgin is the worst company I’ve ever come in to contact with they should be wearing masks the way they rip people off is atrocious my broadband hasn’t worked properly for the last 5 months we got it installed 5 months ago nothings been done to fix it or resolve the problem all you get from the customer service team is we’re sorry we’re sorry but no action is ever made to resolve the issue avoid this company like the plague all they will do is rob you of your money and totally disregard any wrong doing on their behalf can’t stress enough how bad this company is
- 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.