4,684 Customer Reviews over 118 pages
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- Location
- Knottingley
- Reviewing
- Virgin Media
- Date
- 2022-07-29
- Comments
-
Hello,
I cannot comment on speed or reliability as we haven't even got that far. Promised the earth with quick installation date only to be cancelled three times, at which point we have cancelled installation. Rubbish customer service and at no point have they even rung to confirm installation date change it's just changed on the app.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2017-02-26
- Comments
-
We were told before we took out our contract that the package we would have would include movies, box sets, etc. Now after only a couple of months of having the contract they took away channels and told us we could no longer have any of these things we were promised. They have lied to us in order to get our money. I would really not recommend joining this broadband service.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2018-05-23
- Comments
-
Worst service ever... It's not even a service.30 quid and the internet goes off everyday for few hours.
The customer ' service ' absolute ridiculous... once they even tried to scam me for asking my bank details date of birth AND THE CCV SECURITY PASSWORD. Million times reported to them about the problems zero action .
STAY AWAY FROM THEM .
- Location
-
- Location
- Strabane
- Reviewing
- Virgin Media
- Date
- 2018-07-15
- Comments
-
So I called virgin media about a problem with my broadband (the speeds) I'm paying the VIP BUNDLE PACKAGE which is 80 pound a month they told me there's nothing wrong with my broadband wasn't willing to help fix my problem kept telling me the same thing over and over again they wouldn't let me speak kept talking over me telling me I don't understand about how the WiFi works. Now I'm a young adult I know how WiFi works exactly. When I said that to them they said "well if you know about WiFi then fix your own problem" I'm running speed tests which is only reading 40mbps of download speed and my upload speeds are 20mbps of speed I tried telling them this and they kept talking over me so naturally I did get frustrated on the phone because they were NOT LISTENING!! I even spoke to a manager which he also took the same attitude from the start when I was simply trying to explain. I asked to speak to his boss and he went off the phone and put me back on to the previous woman I was speaking to I said "can I speak to his boss please"she said "there is no other boss" which is lies obviously. All I wanted was for someone to fix my speed they kept saying I need a lan cable i shouldn't have to get a lan cable. My speeds should be reading at least over 100mbps on average without a lan cable considering the package I'm on. My friend has virgin in and they pay 30-50 pounds a month and they are getting 100mbps speed without a computer or a lan cable. Overall virgin has very bad customer service. talk talks customer service is much better and that's saying something.
- Location
-
- Location
- islington
- Reviewing
- Virgin Media
- Date
- 2015-03-08
- Comments
-
No internet for a week. Useless customer service. lost count how many times it't dropped out. Seldom get anywhere near 60 Mbs that i pay for when it does work. I'm done with them and switching to BT Slower speed but much more stable. Ive lost over £250 worth of gaming gold / items because of lost connections when playing. AVOID AVOID AVOID
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
-
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Comments
-
I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every a few minutes!What made it even worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could actually solve your problem. It has been a frustrating experience.
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
-
The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-03-03
- Comments
-
I've made many complaints by phone and the problem is still unresolved.
My contract states that I should pay £27 a month.
Their system charges me £47 a month every month. I've been told 3 times that it is resolved and it will never charge me £47 a month again but it charges.
The only company on the market that clearly steals your money.
- Location
-
- Location
- Chichester
- Reviewing
- Virgin Media
- Date
- 2022-08-11
- Comments
-
After few years I have to leave Vergin media due to increased costs, poor reliability and low speed. I am with Sky and the seem to be much better
- Location
-
- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2022-10-25
- Comments
-
Not even worth 1 star to be honest. I’m a new customer (1month in) and I’ve been without a phone line, broadband or tv for three days now. Incredibly difficult to get through to a customer service operative and when you finally do, you are fobbed off and/or cut off. The worst customer service experience I’ve ever had. Problem is still not resolved. Do not sign up to Virgin Media, it’s a total waste of money and time. I’ve had BT, Sky and TalkTalk in the past and they were all far superior. Really regret signing a contract with Virgin.
- Location
-
- Location
- Caerphilly, South Wales
- Reviewing
- Virgin Media
- Date
- 2023-03-06
- Comments
-
Virgin installed fibre all through our street and dug up all the pavements to do so. We assumed having direct lines would mean super broadband and so we changed from sky.
Broadband was exceptionally poor, tv wouldn't play Netflix and games wouldn't download, couldn't even upload a post on Facebook from our phones using wifi. We contacted them and got an uplift on our MB for a slight extra cost per month. From then they repeatedly took copious amounts from our account on direct debit. We cancelled the DD as advised by customer service and paid manually until issue was resolved. The debt kept going up and up even though we paid what we owed as the amount they tried to take never corrected on the system. Spent hours every month on the phone and promised if we just pay this and this, it would be cleared. Multiple times we over paid so they would reinstate our service. They've cut us off 4x for money we don't owe.
You call to resolve the issues and they demand money and are rude. When you finally get through to customer service, they'll say they've resolved it and the account will take 24 hour to clear, it doesn't. Then the next month the debt will go up again as it wasn't cleared previously as promised, this will continue until the broadband is again disconnected, regardless of us paying our contracted amount manually per month.
Multiple complaints submitted, still hounded for money and threatened with disconnection and reports to our credit score. Every time we speak to a customer service advisor, we get apologies and told that they can see we have been through a lot with them and even told virgin have been 'unprofessional' but they don't actually resolve any of the issues!
Again, we are being cut off today because I have refused to pay another £138 that we don't owe. They won't do anything and complaints take a minimum of 2 days to process. We will be left without a service that we HAVE paid £57 a month for (although our internet is awful) all because they want another £138 that we don't owe.
I am sure its illegal, they are repeatedly cutting off services that we are paying for.
Our contract is at an end now and I can't wait to move. I'll get no compensation for the multiple hours I've spent on the phone to them. They'll repeatedly hound me for more and more money.
The whole experience has been disgusting and to top it off, the connection has been awfull!
AVOID!!
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-01-20
- Comments
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Had virgin fibre 100mb for 12 months what a joke the speeds up and down like a tarts draws got the hub in my living room lose reception in the dining room and kitchen no reception up stairs but I can get it on the road outside my house??? Rang virgin they told me the hub is in the wrong place and wanted to charge me £100 to move it one engineer told me to buy a plug in booster avoid at all cost
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-12
- Comments
-
Subscribed to Vivid so-called "100 Mbps" Unlimited Broadband
Speeds average around 20-30 Mbps with wired (ethernet) connection , nothing else downloading in background, virus-free machine - obviously way below advertised 100 Mbps - Virgin are pure conmen and obviously this is fraud !
- Location
-
- Location
- Fife
- Reviewing
- Virgin Media
- Date
- 2017-02-16
- Comments
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I hate virgin. They hang up on u all the time. Constantly transferring you to somebody else. They are charging me for an account which is fictional yeah fictional and sending threatening letters affecting my credit ratings. I waited over 2 months for them to set up virgin in our right address. Many pounds spent talking to foreigners who can't understand English. My hubby on phone now as they still trying to bill us. We were supposed to get sim cards that didn't appear. And we demanding to cancel everything as we hate them and he is trying to stop him from doing so
- Location
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- Location
- Ipswich
- Reviewing
- Virgin Media
- Date
- 2017-06-02
- Comments
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Moved from Sky as I was promised 200m, they also promised to keep my home phone number as I use it for work. Paid for an engineer. Fact is Engineer who cost me £40 was a bodger, my granny could have been neater and better. I get a max of 50m because I would have to have 4 or 5g to get 200m, why was I not told this on switching? I even advised them of the tech stuff I use and asked what speed these would get 190m I was told guaranteed. Even the engineer told me this when he installed it. My number never got carried over causing massive problems with clients and to cap it all Virgin media didn't even call me to advise this they sent a text message after I had been with them 4 weeks. Company is a joke and they are lies, Wish I could just cancel and go back to Sky. DONT USE VIRGIN MEDIA PLEASE
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-27
- Comments
-
Don't expect anything from virgin. I had broadband outages, phone line outages and then when you need to call someone to sort anything out, the calls go to call centres in Europe and you would get disconnected through the conversation. You know what's worse they don't call you back so you have to go through the same process again. The absolute worst company. DO NOT GO WITH VIRGIN UNLESS YOU WISH TO WAIT FOR HOURS ON THE PHONE AND THEN GET DISCONNECTED
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-11-17
- Comments
-
Just installed vip TV package & broadband. Within 2 hours I am face with no Internet & limited tv chanels. Contact virgin via 150 transfered to a technical who ask me to turn the box off for 2 minutes.carried some checks after turning on TV no changes to chanels. Suggest engineer visit 5 day wait, transfer to broadband department they suggested an engineer visit 5 day's. Request to speak to manager I was told there no managers available. Suggested cancel contract I was put through to customers relations to a smug young man by the name luke somewhere in Wales who wasn't interested in dealing with my problem. Rang 150 customers relations ask for a manager told all managers were in meetings. Told that he would contact installation team regional manager who will in turn contact me ASAP. I am still waiting. Looks like a good Advert for both SKY And BT.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2017-02-21
- Comments
-
Virgin Media keeps putting the prices up. When you ring to complain they sign you up to another term at a slightly reduced rate, usually still more than the initial sign up rate. Then they repeat the process again a few months later. They don't care about the customer - its just corporate greed .The customer service is also terrible.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2017-03-10
- Comments
-
Worsttt internet connection very poor... Doesn't work all the time disconnects afte everyr 2 minuts... My husband called Customer service several tines and they failed to do anything... Will never try Virgin again
- Location
-
- Location
- Newcastle Upon Tyne
- Reviewing
- Virgin Media
- Date
- 2018-07-10
- Comments
-
The Definition of the most horrible customer service is Virgin Media. they trick you when you sign with them, saying if you move to another place, the contract will stop with no fins. in the real truth they will take you to a recovery company and ruin your record and you have to pay the full amount EVEN if it is their fault because they can't supply in your new area.
Am going to make it my objective now in every conference I would attend to I will make short briefing about Virgin Media.
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2014-05-09
- Comments
-
Terrible company miss sold told after the initial 6 months could down grade with out charge not true broadband is terrible my 3 year old bt hub was much better . Go elsewhere .Terrible customer services
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-12-18
- Comments
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I have been with Virgin Media for many years, enduring constant poor non existent customer service, interrupted internet service, periodic loss of telephone and television service.
It is now 18-12-2015 8:30pm and my entire street (Virgin Media customers only) have been without television and internet for 48 hours. I have been told by Virgin's so called customer care team that it will be another 17 hours before any further updates will be given. The issue is simply due to the upgrades occurring in the area therefore it will benefit me in the long run.
My only internet access is now through that which is provided by my mobile phone company.
I do not know how companies like virgin get away with providing such poor service to their customers. It is wholly unacceptable. Although it means little to them, I have now terminated my contract with Virgin. I now look forward to when my 30 day notice period is at an end.
If more customers walked away from Virgin due to their poor service and uncaring customer service team perhaps then we will see Virgin making marked improvements.
For now as long as customers suffer in silence and pay their hard earned cash for a less than adequate service, Virgin will continue to be insensitive to their customers and treat them with total disregard.
- 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
- Cleethorpes
- Reviewing
- Virgin Media
- Date
- 2019-09-17
- Comments
-
Virgin media lie every time I call. I have arranged to cancel my membership due to rising costs each and every month. Once I cancelled I had nunberous calls to see if I would take a lowered monthly cost to stay which I told them first that I was cancelling full stop this has persisted to happen 5 times. I have been billed again of an excessive bill price I don’t understand how they can do this. Daylight robbery. When I spoke about cancelling I was advised I would definitely not be billed again and yet I have been. Not to mention the broadband signal is terrible so to be charged £60+ is ridiculous. I would never recommend this company to anyone.
- Location
-
- Location
- Barnsley
- Reviewing
- Virgin Media
- Date
- 2019-11-13
- Comments
-
I've never seen such bad customer service. They have put phone down on me twice when trying to cancel my contract. Internet connection is so slow you Can't watch a lot of programs. And took the bill out early
- Location
-
- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2022-01-27
- Comments
-
Does anybody here wants to know the true meaning of "banging your head against a brick wall" Or maybe 'Daylight Robbery' You only need to join Virgin Media and you will experience it first hand.
I joined Virgin Media thinking its a half decent company but I make the worst choice ever.
I was initially on M100 Fibre Broadband and it did not deliver al all so I made the mistake of upgrading to the M350 Fibre Broadband only to find out that the speed is exactly the same as the M100 but the most appalling thing was that the operator who I dealt with lied to me big time. I have asked him numerous time whether or not the new contract was subject to any increase and he kept saying: No I will charged the same amount for 12 months. Now after checking my account I find out that the monthly cost will increase considerably to almost a double after 6 months.
I have decided to ring them up but I was disconnected twice already after 49 minutes on hold and then another 36 minutes second time.
Now I am forced to make a complaint and escalate my complaint to Ofcom.
My advise here, steer away from virgin media they are not what they advertise.
- Location
-
- Location
- Devon
- Reviewing
- Virgin Media
- Date
- 2016-10-02
- Comments
-
It has been a nightmare! I have been using the Virginemedia broadband since 2010, while the price is going up and up every year, the service is getting poorer and poorer, especially in the last couple of years it became a total rubbish. The wifi signal I get in the house is weaker and weaker and since last year, it started getting cut off almost every few minutes. What made it worse is their technical support - your call is either not answered after you have keyed in all the numbers and security code etc, or different technician tells you a different story and no one could solve your problem.
- Location
-
- Location
- Ruislip
- Reviewing
- Virgin Media
- Date
- 2017-12-11
- Comments
-
Shocking Service. After 10 years without a problem suddenly we and many people in the area were cut off. Constantly being told it was fixed when it isn't. Repeatedly lied to. Now without broadband for 3 weeks and counting. Now I've been told I won't be compensated for data useage on my phone that I've accrued because we don't have wifi at home. Disgusting. I'm swapping provider and would advise anyone not to touch this company with a bargepole any more, their service has gone down the toilet.
- Location
-
- Location
- derby
- Reviewing
- Virgin Media
- Date
- 2014-11-01
- Comments
-
RUBBISH. The broadband is either not working or the 'technicians' are working on it. Its not just down for 1 hour its 8 hours plus.
They promise to knock ££££££ off your bill but that has to be followed up weekly. Wish I never joined them -_-
- Location
-
- Location
- Lichfield
- Reviewing
- Virgin Media
- Date
- 2021-05-09
- Comments
-
Extremely unhappy with this company
Extremely unhappy with this company. We had been struggling with internet connection for a while and struggling to get internet upstairs. When the pandemic first hit and we needed to huomeschool we kept contacting virgin to fix the problem, we even tried to cancel to go else where. We were promised a booster from Virgin last Autumn and have chased ever since. The final call to the company yesterday to be told they were still out of stock and no longer available but I could pay and additional £5 a month for better broadband. We have been completely robbed!! Avoid with all costs. Very Unloyal company!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-01
- Comments
-
Reconsider before going with virgin. Their broadband has loads of issues. You will get disconnections very frequently, router is really bad with loads of bags. And every time you call support they will start playing the tape of "please factory reset your router". Pathetic ISP
- Location
-
- Location
- kidderminster
- Reviewing
- Virgin Media
- Date
- 2016-06-18
- Comments
-
had 50mbs b/b since march been ok for first month but constant bombarded with calls from india . in the last 2 months have had serious issues with sppeed down to 1.65 i could walk faster then that speed. virgin are useless customer service is a joke they live up there bum holes in department . legally i not being provide what i paying for which is constant speed of 50 mbs. told virgin they in breach of contract by failure they would not have a bar of it told fault be sorted by 15 th june now it worse then ever before. since had virgin had problems with trojan horse and been blamed on my laptop which was not the case , virgin have been scammed even tho they denind it . totazl joke company seek legal advice . they not providing what they claim any self respected company would let you terminate contract without prejudice if they failed what they clain but not virgin . only way is legal if they charge for the termination and pay up contract needs to sue by regulator what do they do nought typical
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2021-08-26
- Comments
-
Vindictive Virgin
After repeated faults, raising costs, shrinking content After 30+ years. Try to exit the nightmare begins months months arguments threats harisement. Even after being gone months. Now VV sold on my data getting threats harisement from others. Warning.
Vindictive Virgin.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2020-02-13
- Comments
-
Internet down in our area for 3 hours from noon today. Virgin knew it would be happening at 8:30 this morning but failed to inform customers. Poor customer service Virgin, would an email to all affected users been so difficult?
- Location
-
- Location
- Derby
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
-
Absolutely shocking. I would never ever be a virgin customer again and would strongly advise anybody looking for broadband not to go with them!
I ordered my broadband package on 4th Jan and by the 10th March I'd given up waiting for it to be installed!! I only had one phone call in the whole time I was waiting and when I had to ring to find out what was happening I basically got told that 'I wasn't a priority because I was domestic and not commercial'. Really poor customer service and no way of being able to make a complaint...
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
-
Terrible company with a terrible service. The broadband was not as fast or as reliable as BT. Their TV service was appalling; their Tivo box was painfully slow to use, especially catch up and on demand services. They took many minutes to load.
Due to a house move I cancelled my service believing that my original contract was for a period of 12 months. It was actually for 18 months, however, simply because I had upgraded and added a new TV service I had unknowingly entered into a new 12 month contract and still had 5 months left to go. Having accepted that I was in a contract, I asked to pay for the £206 cancellation charges over the rest of the term of my original contract. This was refused and they have stated that unless it is paid in full, I will be sent debt collection letters and will have my credit rating affected. They simply refuse to come to any arrangement with me regarding the payment demanding the lump sum in full. I have spoken to them 5 times and also sent a letter of complaint (at the time of writing this review that was 12 days ago and still not had the acknowledgement despite their own complaints procedure stating they would acknowledge within 48 hours).
I always thought Virgin, and Richard Branson were a great company and businessman respectively. This is clearly not the case. They are immovable and unhelpful. I was even told "as you are no longer a customer we will not help you".
I am truly angered and frustrated by the lack of assistance or inability to reach agreement.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2017-07-29
- Comments
-
The speed is crap. Shuts down every 5 minutes of it being on and doesn't come back. They lure you in with "cheapest and best broadband which just masks the fact they are terrible. Don't get this broadband if you want internet
- Location
-
- Location
- Dudley
- Reviewing
- Virgin Media
- Date
- 2018-07-22
- Comments
-
Poor
I have wrong a number of times now
Sometimes the staff l s0eak to are so difficult to understand that I feel it is a waste of time even bothering to ring ,has I am sure they have a set speech to try and put you off
I was advised todo a speed test (I’m on the 200mbps package) I have had readings of 0.27 to 50 mbps
I have to be sat next to the box to get 50
I live in a small bungalow and the maximum distance I need is approx 10 metres at the most from the box
I will be moving , so frustrated with the response,attitude
Is sky any good ????
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2018-09-15
- Comments
-
Truly awful. Struggling to get a connection as I write this. Engineer was in and out in 5 mins and didn't bother to check the strength of the connection throughout the 1 bed flat. Phoned and spoke to an advisor who said they "couldn't guarentee wifi" but if we paid another £3 per month they would send us a booster out. Farce of a company!
- 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.