4,684 Customer Reviews over 118 pages
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2023-03-22
- Comments
-
A lot of people seem to slate Virgin Media but I reckon they get a lot of things right.
Broadband service is excellent, it's fast and reliable which is great for working from home. I think in 12 months it has be offline twice for about an hour when they were doing upgrades to the network.
WiFi from the router has a limited range in larger houses but nearly all standard broadband routers have this problem. I installed a mesh system and it works great on the back of their service.
Customer service has improved a lot over the years too (it was awful!). You can access most things you need online and if you need to call them they are pretty good these days.
Not perfect but the horror stories I hear from people who are on fibre via openreach to sky, vodaphone etc. means I'll probably be sticking with them.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-06-22
- Comments
-
When Virgin media broadband works as it should it is quite reliable with good speed. This is fine until you have a problem & when you have a problem no one at Virgin media is interested in resolving it. Having lost our internet a new faulty router was supplied & informed it would be sorted in 24 hours, we are now a nearly a week later with no progress whatsoever. I have terminated our contract with Virgin & have accepted the broadband will not be restored before the 30 days notice expires, yet the retention team ring up to ask what can we do to keep your business? Well first of all it would be a good idea to get the broadband working & the tv recorder back in service. I have been with Virgin media for probably 20 years but they just exasperate me as there are no solutions & sitting on the phone in a queue listing to music for an hour is just not on in 2020. They have simply got too bog & don't have enough staff to deal with the issues within their business.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-08-03
- Comments
-
Unbelievable, how Virgin media can be so inefficient & still remain in business staggers me.I have left Virgin nearly a month ago. They asked for the kit back via email within 12 hours of leaving. The prepaid packaging from Virgin arrived I boxed it up & took it to the collect+ collection point weeks ago. Now Virgin are texting me threatening to charge me for the kit, when they already have it!!!! What on earth is going on at Virgin media. Who is running it?
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2019-04-06
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-04
- Comments
-
It's over 2 weeks now since our broadband problems began with Virgin media, we still have a couple of weeks to run until our 30 days notice expires. The broadband is working intermittently with constant slow connection or complete loss of service. Something has gone seriously wrong at Virgin media as they now seem incapable of repairing their equipment. We broadband works briefly & very slowly, the router loses the white light & all the greens start flashing, you expect this when setting up but not dozens of times every day.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2017-11-08
- Comments
-
Totally frustrated with the broadband service despite multiple complaints and call outs. It's now worse than ever. Nothing ever seems to get resolved and stuck a contract till March 2018. Disgusting that they can still take my money despite requesting refunds for the poor service. If I can find a way out early I will. Wouldn't recommend.
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-20
- Comments
-
We have now left Virgin media & are with our new broadband provider. The router was delivered I plugged it in set it up & it works as it should with no problems. The WIFI router also has greatly improved range over the VM router & the broadband is reliable. For the final 30 days no one at Virgin would answer the phones or sort out the problems, yet within 12 hours of leaving VM I received an email requesting the kit back. Good eh?
- Location
-
- Location
- SE London
- Reviewing
- Virgin Media
- Date
- 2018-07-19
- Comments
-
The worst provider which I ever had. Speed never even close to the top limit. Customer service horrible. I been with them over 10 years and finally I made one of my best decision ever. I switch to BT !!!
Technical support from virgin crap. Sometimes they set up visit, they sending sms with confirmation and no one coming at the time and date, after all they try to lie that visit is for next week!!!!! Always they try to add something extra to your bill without any reason and after is really difficult to get it back like a credit. Only if I will be without any choice I use them again. Hopefully never.
- Location
-
- Location
- SE London
- Reviewing
- Virgin Media
- Date
- 2017-08-10
- Comments
-
first of all -the positive- when it works, it's very good value. However, When it doesn't, you learn what a cowboy operation VM is.
Our installation took three attempts. And even then not done to our satisfaction. It was simple - come to the house, connect us with a new cable from street to house and clearly hide it under the garden.. engineers really took the mickey -many excuses..not knowing they needed cable, not knowing they needed to dig! Final time I called customer service in advance and said if not executed properly we'd cancel. Message got through. Engineer acknowledged he was there to dig (had a shovel and all)... but the sly git just dug at front of garden then ran the cable hidden through a hedge to the side of house. Cowboys!
That for me was all I needed to know about VM. Said to self rather than keep calling, we'd sit out contract then jump ship. Was on a good deal so no probs sitting out.
So for last 18 months....Tv service (TiVo) really slow. And we are in an 'over-utilised' (AKA they've taken on more customers than bandwidth can manage) area. Our whopping 200mb connection hits the dizzy heights of about 150 at around 4am and languishes at about 5-20 pretty much whenever we actually need to use it in evenings and weekends. Some Other customers fare much worse than this. Virgin simply fob people in areas such as this off for months, sometimes years. Anything else this mis-sold would be earning me compensation by now...
So, PLEASE check virgin forums to see if your area is overutilised-virgin will not tell you...
In summary -we're ready to jump ship now, and if it helps to put things in perspective, we will be moving to an openreach provider giving 22meg. (Only around 10% of what virgin offer for same price) Because we know that if we don't get that we can cancel. With virgin, you're trapped and they know it.
Having worked in customer services /marketing would say Virgin is all words, no action. I'd guess their engineers are just targeted on number of visits, not actually fixing things and that customer service are there to take calls, not do what customers want. So classic activity over customer outcome.
Companies like that only really take notice when they stop making so much money. I look forward to facilitating that process.
- Location
-
- Location
- SE london
- Reviewing
- Virgin Media
- Date
- 2016-05-24
- Comments
-
It is not the best value and I regularly loose the connection. If you want a reliable connection DO NOT choose Virgin media broad band. it is nearly impossible
to get through to a human to talk to within the Virgin help desk. Don't choose Virgin!!
- Location
-
- Location
- SE London
- Reviewing
- Virgin Media
- Date
- 2017-01-26
- Comments
-
I moved to a new area which previously had Virgin installed so thought I would give them a try. The internet speed and reliability was great, TV box was a slot slower than sky but manageable. About 5months in there was an outage in the area, no internet at all but was told repeatedly this would be resolved in the next 24 hours. This went on for 6 WEEKS! Can you believe that?? No interner and after the first week or so the TV service became unusable. They wouldn't let me leave, said at least 3 engineer visits would have to come EVEN though they know what the issue is. Can't believe any issue can take that long. I eventually got out of the contracted when I noticed on an increase in charges letter that you have the right to not agree with the increase and cancel without paying in fees, even this was a struggle. PLEASE STAY WELL CLEAR OF VIRGIN! Now happily living with BT Infinity.
- Location
-
- Location
- SE11
- Reviewing
- Virgin Media
- Date
- 2019-04-18
- Comments
-
Such a terrible service!!! Constantly cuts out take 5 days to fix anything AWFUL
- Location
-
- Location
- Seabrook Kent
- Reviewing
- Virgin Media
- Date
- 2017-07-11
- Comments
-
Been complaining for months about the
internet service from, can't remember the last evening that we could watch a programme without in buffering. Paying £50.31p for vivid 150 optical fibre which should mean 150mbs been get 1.80 or 1.67 or 4.93 etc. But it's nothing to do with their service everytime they check it they say it's fine. NOT FIT FOR PURPOSE!!
- Location
-
- Location
- Seaforth
- Reviewing
- Virgin Media
- Date
- 2020-07-15
- Comments
-
Had to switch to Virgin Media very recently from Sky as I moved to a new area I found that Sky and even other Broadban Providers could not offer more than 11mb However by going to Virgin Media on their Broadband only package I was able to opt out of home landline as I never use it and went for 100mb Broadband. I must say for the money you get a very good fibre optic speed.
- Location
-
- Location
- Seaham
- Reviewing
- Virgin Media
- Date
- 2021-08-16
- Comments
-
Broadband drops out all the time signal gets disrupted due to walls ,leaving you with disgraceful speeds definitely do not recommend.
- Location
-
- Location
- Selhurst
- Reviewing
- Virgin Media
- Date
- 2018-10-04
- Comments
-
Ohh dear! Such a waste of money every month.. so often we have problems with channels and broadband.. they just keep sending someone to fix.. and they just adding extra plugs to go in socket to get something better probably they don’t know them selfs.. I’ve feel tired to call every month with some problem.. my channels stopped worked and they kind of fixed it by putting more cables into sockets.. that means more electricity to pay.. now my internet is not working so they coming to fix this problem too.. I mean pls people choose Different companies this one is too crappy.. besides to cancel contact I need to pay more than 100 pounds omg
- 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
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2024-01-31
- Comments
-
The single worst customer service and one of the most distressing moments signing up with this company. I work from home and have a disability. Now thanks to the constant lies told by virgin media staff I have no internet access for 14 days. Here is what has happened to explain my outrage:
I signed up with Virgin on 12th December 2023 as they promised I could go from 51Mbps with my current provider to 1Gbps via the new Virgin Fiber Cables installed on my road. I was told to give my current provider 30 days’ notice of leaving by the salesperson. I agreed a price per month I was happy paying as it was only £8 per month more than I was paying with my current provider.
The salesperson told me an engineer would be visiting on 18th December to install my router – This was cancelled the day before and pushed back to 6th January 2024.
My 6th January engineer visit was cancelled at 9pm on 4th January. When I called customer service the department for installation queries closed at 8pm. I was emailed on 6th saying my new installation date was 16th January. I rang my current provider who thankfully gave me an extension until 17th.
The 16th January engineer visit was cancelled on 14th at 10.30pm saying it had been pushed back until 30th January. Again, I had to ring my current provider who said they would only extend this one more time until 31st January as they have ended my contract. If I wanted to stay with them longer, I would need to sign a 1-year contract.
An engineer finally arrived at my property on 30th January but could not install my router as the wrong cables had been installed at my property by virgins’ engineers. This was at 10.37am on 30th. The engineer left saying there was nothing he could do, and I had to call customer service. I called customer service at 11.06am, I was on hold for 82 minutes and then that person said they could not help me. I then got put through to 2 other people, the last one told me (at 2.16pm) that my installation date would be now 1st March 2024. When I said I was losing my internet access they said its not Virgins problem and I needed to call my current provider. I called my current provider who said it was too late to cancel, Openreach had already closed the line and that I would lose internet access at midnight. I rang back Virgin at 4.48pm, I was on hold with this call until 8.11pm. I explained the situation and that I work from home and got told that its my fault for cancelling my existing provider. I was on hold with this call until 8.11pm.
It is now the 31st January and I have no internet which I use for home working. Openreach cannot reactivate my address for 14 days and Virgin will not be installing my property until 1st March (or so they say.)
This is the worst customer service experience of my life, caused me a lot of stress and I will lose money from not being able to work from home. As a disabled person I can only work from home and have never felt so isolated or useless. The situation Virgin have put me in is disgusting.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2017-01-18
- Comments
-
They were supposed to connect us in one go. managed to connect the Internet and TV. So far It's been a week and they have utterly ignored the phone connection. We are in danger f losing our number because they have failed to activate their line. There is no customer complaint process. No one seems to know what's going on and we have been passed around like Yo-Yo.
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2017-11-23
- Comments
-
overprices and undervalues customer loyalty, prices continues to increase every year and claim it is due to wanting to provide better service but that seems to be a investment to be better than their competitors at the cost of the customer who don't want to change their broadband package, they seem to appreciate new customer more over existing ones and even being with them for 8-10 years i pay more than new customers and they cant seem to offer better deals unless u pay more when u cant afford it.
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2018-07-29
- Comments
-
absolutely disgraceful service in general. broadband cuts for no reason for at least 4 hours and when asked about it, someone says the same generic line of experiencing problems. today my mum called up to make an inquiry and straight away the advisor asks what card she is using to make a payment. when we say there's no payment to be made, the advisor then gets argumentative and very hostile, as well as the manager speaking to me the same way. the advisor is called Angel and the manager is called lance, who are both just as rude and incompetent as each other.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2023-02-21
- Comments
-
Great broadband provider. Broadband speed is consistently good and process for cancelling account when moving house is fairly pain-free. Am a repeat customer and would always look to use Virgin if available in the area. Support staff are friendly and helpful when you need to get in contact.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2019-03-10
- Comments
-
Absolutely aweful randomly reboots itself and has constant lag spikes. Had eningeers out about 5 times in last month or so and each time they’ve just made it worse cannot wait to leave!
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
-
Overcharge customers
Bully tactics to extort money.
Worst customer service.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2019-01-10
- Comments
-
WiFi from the router is erratic, even after engineers' attention.
TV signal sometimes breaks up late at night across all channels.
Tenda WiFi mesh system with a unit on each floor made WiFi better since Xmas.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2023-08-19
- Comments
-
Absolutely dire service. Broadband might boast being fast, but it's so unreliable constantly drops out. Only get my Internet speed when it suits them.
Has for the customer service its just the normal overseas call centre that make all the right noises but never delivery. Rang 4 times for the same fault still no resolution. 40 mins a time on the phone to someone who's clearly not that interested in resolving customers problems.
Sooner my contracts over the better. Least my non fibre broadband was reliable
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2012-03-10
- Comments
-
when they say virgin media is best provider then they are lying to you. first few months you will be smiling while serfing the web or playing games online. after 2 or 3 months later you wil forget when you last smiled. when you call them and complain , speed go back to normal as promised, after few min later it goes back to crap again.
if you thinking to join , go and ask people in your street first about virginmedia, ask only those who play online games they wil tel you better.
lost conection, crapy speed, reset conection every min, speed jumps to high low every single min, only 1 or 2 hour of good speed in early morning.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2014-09-21
- Comments
-
Very poor, been with them, since before they got their hands on the system. (Blueyonder/NTL etc).
Price going up and up, service quality going down and down.
Avoid, they try to con you into new contracts without clearly informing you.
I suggest that you look elsewhere, their system is way over subscribed, and they are not interested in long standing customers, they are only interested in signing up new customers.
I am supposed to be on 100mb, not even seen half of that in at least 6 months, and usually get less than a quarter of that, and sometimes only get around 2-5mb.
Branson can swivel, and take his p1$$ poor internet/tv company with him.
- Location
-
- Location
- sheffield
- Reviewing
- Virgin Media
- Date
- 2017-08-25
- Comments
-
Rubbish service, even worse customer service. watch them too as they like to rob you where you can. Always passing you around and you can never deal with just one person so nothing ever gets solved. or one person sorts and promises one thing then another takes it away! absolute bobbah
- Location
-
- Location
- SHEFFIELD
- Reviewing
- Virgin Media
- Date
- 2019-10-22
- Comments
-
Extremely poor. Had it for 6 weeks. It worked for 3 days in total. It took 1.5 - 2.0 hours to get through to speak to them and in the end they didn't sort out the problem. Now trying to get my money back.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-10-26
- Comments
-
I will say with a pinch of salt, one of the customer service reps I spoke to was EXTREMELY good. But that was one in a million.
I have been with Virgin in two separate areas now, and I can categorically state, they have some of the WORST provisioning I have ever borne witness to. Consistently, when anyone else is online in your area, your bandwidth is throttled to the point where opening this webpage took 2 minutes. When nobody's online? Great, it runs perfectly. At 3AM. Fabulous.
Multiple times when I have spoken to reps, despite me saying that I have rebooted, put the system into modem mode, reset, everything, I am once again taken through the ENTIRE spiel of utter nonsense that they have you do while they wring their hands and hope the problem goes away. Their forum simply spouts ticket numbers out of their face, none of which come up with a resolution, and most recently, I saw someone, in response to somebody complaining about 'poor ping response times and throttled download speed', that 'everything was fine their end'. I hope someone from Virgin reads this. I really do. Your service is shoddy. Your network is apparently made of cheese, because it's certainly not fibre, or optic, or even worthy of being called broadband. An utter disgrace.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-02-14
- Comments
-
True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2016-02-06
- Comments
-
constantly drops from paid for 60mbs to between 1 and 5mbs during evening until after midnight.
Sold too many on false speed promises and network is effectively choked.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-03-11
- Comments
-
STAY AWAY! The most disgusting service provider out there. They rob you and when you are in need they don't do anything for you. The reps give you false promises and most are outsourced so can not help you at all. Do not
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2020-11-06
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2020-08-20
- Comments
-
An absolute joke of a company. As new customers we were exploited by the companies incompetence. Our installation was pushed back by 4 weeks, 1 week after 2 weeks of waiting, then a further 3 before we cancelled. After asking numerous times about the issue, we were given the vague reply of 'technical difficulty' and it took speaking to 5 different members of staff before we got an answer. They continued to pass us onto other members of staff in the hope we would give up and not cancel. The texting service is also very unreliable and the staff are extremely unhelpful. I have 0 intentions of ever getting a service from Virgin Media now and will discourage friends and family from choosing them over literally anybody else in the future.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2023-01-17
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2018-01-18
- Comments
-
EVERYONE COMPLAINS ABOUT THEM INCREASING OR CHANGING HOW MUCH THEY AGREED TO CHARGE YOU BUT... WHEN SIGNING UP, YOU CAN MAKE THEM AGREE NOT TO CHANGE PRICES AND THEY WON'T!!!! In every contract, Virgin state in terms and conditions that prices may change and when signing up over the phone, if you mention you don't want that to happen, MENTION IT! I've been with them for 7 years and everytime i renew every year, i tell them i dont want price increases and it's never happened. I agreed on 50 MBPS HOWEVER... you may not get that, i get 25 instead however it's still enough. LOVE VIRGIN!
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2015-02-06
- Comments
-
I moved from sky to VM due to house move
Broadband- 100Mb fribreoptic- BUT actual speed was <0.5Mb. every 1-2min has to refresh and stare at the screen for further 2min to obtain connection. My mobile internet via crappiest EE even faster. I went closer to the router (2-3 feet) absolutely no difference. switched on and off everything not a jot of a difference. No other wireless equipment in the house as I have just moved in and have no other equipment in the house other than a sofa!!!!
TV- has anyone noted how frequent the adverts appear in Virgin TV. this is absurd. i was with Sky for 7 years and for the first time moved to Virgin and can immediately notice the change
Telephone- no real concerns
over all- customer services- I was within 14days. When tried to cancel, customer services were dishonest. kept me on the phone till 8:10pm and mentioned that cancellation team has now closed. Next day morning when i called they were RUDE trying to convince me why i should not. Infact i was told 'you are not giving us a chance to correct it'. YES i was not giving them a chance so that I go over the 14 day cancellation period.
AVOID AVOID AVOID worst ever broad band. Perhaps BBC watchdog should investigate where the 100Mb speed comes from.
I don't know who is better. I had talk talk in my other house.....they are bad but not worse
- 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.