4,684 Customer Reviews over 118 pages
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2016-05-25
- Comments
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They were doing so well then they added a non stated excessive charge for receiving a paper statement that was already billed by the time I got it.
- Location
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- Location
- livingston
- Reviewing
- Virgin Media
- Date
- 2009-11-13
- Comments
-
it is all about sales with virgin , i have the top 50mb package at 45 pounds on it own and never have had anywher near this speed on avg over 26 weeks my speed was 11mb, virgin unhelpfull staff point out that 50mb is not what was promised at all, it is up to 50, not 50, most expensive but no where near the best, if the drinks industy sold beer in up to a pint but only supplied a pint once in a blue moon no one would buy beer, out and out dishonest
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2010-09-15
- Comments
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I used their service with an XL broadband, recently got an email from Virgin Media Sales to the account holders email address stating I could upgrade to XXL Broadband for only an additional £8 per month, phoned the number listed and after numerous people they told me I would have to pay an extra £18 per month for the offer even though there is nothing in the t's & c's which support this additional tenner!
Customer Services has one person who helped, though the rest were just interested in transferring me to other departments stating they couldn't help but perhaps x could!
Currently in the complaints process, sending a copy to Ofcom as I believe this breaks with advertising regulations.
Wish everyone else the best of luck...
P.s. 20mb line regular testing achieves 18mb+
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-10-30
- Comments
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Virgin cut my TV aerial cable to use the hole in the wall for broadband, leaving me with no TV for over a week. Phoned them 9 times and every time am promised someone will call within 72hrs/3 days/ 48hrs /30 mins to schedule a repair and no-one every does
- Location
-
- Location
- GLASGOW
- Reviewing
- Virgin Media
- Date
- 2018-06-12
- Comments
-
Call centre could not have been more unhelpfull utterly useless.
The engineer however was great and is very helpfull.
- Location
-
- Location
- Christchurch Dorset
- Reviewing
- Virgin Media
- Date
- 2017-12-26
- Comments
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The worst broadband reliability ever. You can never get hold of an expert and service drops out every day. No one knows whats happening and always want to transfer you to someone else. Household dont need more than 25mbs so the 70/100/300 are rediculous
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-17
- Comments
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Would give 0 stars if an option. Personal experience is that Virgin Media service was terrible. Hard to get reliable internet service. Customer service even worse. Never do what they promise and then try to send bills after disconnection for services you didn’t receive. Hours spent on the phone to them and never get anywhere. They have now agreed that final bill was raised in error but have still passed my account to a collector called BPO who I now have to persuade that Virgin Media have raised the bill in error. Seems strange that so much effort os spent trying to convince customers that leave to return rather than providing a good service / customer service while they are still a customer. In short, Just use another provider - Probably obvious based on all of the other terrible reviews.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-07-30
- Comments
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When it works the speed is good. Calling Virgin Media is always slow and painful. No way to notify them of outages other than calling. Booked engineer does not turn up, no message or calls. Customer service chase engineer but are unable to provide any information such as how far away the engineer is or how many customers between them and me or any other estimate.
I have called to complain and informed 'the system' will somehow determine a discount to apply to my bill, which is doubtful and also probably mean knowing them.
I am switching broadband as soon as Ecotricity setup up their service, because their customer support is excellent.
Highly unrecommended.
- Location
-
- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2020-01-25
- Comments
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They should rebrand as Virgin Greedier. Charging loyal customers £65 when new customer deals are £27. Shocking.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2017-04-18
- Comments
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I have been a customer of Virgin Media for many years now and never had any major issues. They usually get problems sorted out eventually and the speed of the broadband is good. My major issue is the way they treat their customers. Firstly one month into my new contract they increased the price with some half baked excuse of 'Improving user experience'. My recent experience with them has been very disappointing. Due to my landlady deciding to sell the flat I am renting I have to move property. As such I am 6 months into a 12 month contract with Virgin and I therefore have to stop the service at the place I am renting. Virgin don't supply the area of Edinburgh that I am now moving into which means I can't take my account with me. The result is that I am being charged a disconnection fee purely because they can't supply me with a service in a new area. It is very unfair and I feel that I am being penalised for their failure to provide a service.
- Location
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- Location
- Chelsea, London
- Reviewing
- Virgin Media
- Date
- 2022-11-29
- Comments
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Poor reliability, really poor service and calling them is a very painful process.
They hide charges within the contract which is awful. Take the customers for a ride and don't have the product capability to keep up with it
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2018-07-15
- Comments
-
Was good at a time before I got my dementia. Nowadays it just keeps cutting off. Just like the old days when electricity would cut a few times a day!
SKY or BT is recommended if you have it in your area!
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
-
- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2019-03-26
- Comments
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Been with virgin for 6 years and I'm glad to be leaving them next month nothing but price rises and hassle . I will never use them again.
- Location
-
- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2020-04-15
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-09-22
- Comments
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Absolutely awful.
I've been having broadband and phone issues for quite some time, admittedly its intermittent. It might be fine for a month, then down for a week, then working again for a week, then down for a day. Phoned VirginMedia customer support numerous times, I've had a new router, been told its a area outage although nothing appears on the website. Eventually they sent an engineer who took about 10 minutes to discover there is a problem with the line running from the cabinet in the street to the house and it needs to be replaced, an engineer was booked and I didn't mind having to wait the 3 weeks.
Day of the appointment arrives, no-one turns up. Service starts working again and I assume everything is fine.
Then I get a text message confirming an engineer booking, I call Virgin to check whats going on and apparently someone did come but didn't want to bother me, the person they told to make sure I was in and asked to confirm if I had any COVID-19 sysmptoms, as they were only working outside. Anyway turns out they couldn't replace the cable so another team were sent, I don't know if this lot turned up but no-one let me know if they were here. They also couldn't replace the cable so a third team were sent, this one definitely did arrive because they knocked on the door and spoke to us. They replaced the cable and I was then getting full speed internet again... only they broke the phone service.
Once again I had to call VirginMedia who didn't answer the phone, so I booked an engineer online, they came out and couldn't fix the issue, instead they had to send another engineer to port my phone over so, after about 10 days with no phone, it is now connected to my SuperHub3 (which is not super at all, it may be the worst router I have ever used... and I've been a customer since the NTL days so I've had plenty of useless VirginMedia kit).
In between all of this I have phoned and made complaints, they don't really care. First I asked for the automatic compensation, but apparently because the service was intermittent, you see sometimes my 362Mb service managed to achieve a 0.1Mb upload speed, so it wasn't completely broken. OK well what about the phone line that they broke, apparently the computer says NO, its an automatic thing and Ofcom a actually makes the decision, not VirginMedia and Ofcom says that them breaking it doesn't qualify as actually being broken. Absolute Rubbish!
I'm not concerned with compensation, all I want is not to have to pay for a service that wasn't getting, I don't think that's unreasonable, but they won't offer me more that £20 after the 3 months of terrible service, lots of engineer visits and taking £150 in bills. They also won't let me out of my contract, I'd rather go and get 67Mb broadband from a company that don't lie than continue to let this bunch profit from me.
Anyway don't use VirginMedia!
- Location
-
- Location
- Guildford, Surrey
- Reviewing
- Virgin Media
- Date
- 2017-03-22
- Comments
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Virgin email login has become unworkable over the past weeks to the point it can only really be used through my phone!
Home pc and work pc now just large expensive paperweights...hours wasted trying to login.
- Location
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- Location
- Linlithgow
- Reviewing
- Virgin Media
- Date
- 2019-07-23
- Comments
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I had two years of broadband at 10% of its supposed speed due to the incompetence of this evil company. When I tried to leave, they were at their worst. They billed me for months after I switched, sent me confusing bills and badgered me and now, months later, they are threatening to charge me for kit I returned two weeks ago. You can't get through to anyone who understands you and the company doesn't care at all. Awful.
- Location
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- Location
- Welwyn garden city
- Reviewing
- Virgin Media
- Date
- 2018-11-22
- Comments
-
Keeps freezing dropping and crashes pc and mobile
- Location
-
- Location
- EXETER
- Reviewing
- Virgin Media
- Date
- 2020-02-12
- Comments
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Terrible service. Virgin have falsely claimed that I was emailed a contract on a certain date, by which I entered a new contract. This is certainly false. I have as a result been trapped into an expensive contract for several months.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-10-01
- Comments
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Horrible company, good broadband when it works.
Basically, the broadband is pretty quick. I have had to call them 3 times this month with speed issues (we're talking paying for 70mbps, getting 0.02mbps). They fixed it on all 3 occasions but it was a 40 minute call each time.
Decided to leave due to a second massive price rise this year, had to wait on hold for 30 minutes, got bad advice on how to switch and have received a £18 penalty for the privilege.
In summary, a horrible company with a good product. Overall I'll be glad to see the back of them and would recommend choosing another supplier.
- Location
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- Location
- Hitchin
- Reviewing
- Virgin Media
- Date
- 2016-12-05
- Comments
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Appalling customer service. DO NOT USE
- Location
-
- Location
- Lincoln
- Reviewing
- Virgin Media
- Date
- 2015-05-29
- Comments
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Quality of broadband service is fine in my area and I've had few issues with continuity of service.
The customer service however is appalling. The log in process, security questions and the like are abysmally co-ordinated. After three years, they still haven't managed to remove my ex-partners details from the account and account security data, despite repeated requests. It is also virtually impossible to communicate with a human being to resolve any issues.
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
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Long term customer, on 50mb fibre package. Except average speed in evenings is 3.5mbs. Not much better at weekends.
Its not what I signed up for. Its not acceptable.
Customer services not apologetic. They live in a world of "yes, we know there's a problem in your area, we might get it fixed in 2 months time".
- Location
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- Location
- Farnborough
- Reviewing
- Virgin Media
- Date
- 2015-11-19
- Comments
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Very bad broadband speed with high cost. Liberty Global (owners of Virgin) marketed their lowest speed as "superfast" 50MB service, but I get circa 4.5MB sometimes lower down to 1.2MB! Now in November 2015 they have increased my bill to £29.40 for the same poor service without informing me. So now I have higher costs and lower speeds. Customer service is low standard with poorly trained international staff - a joke. Ever since Liberty Global(USA) have taken over the Virgin network the broadband infrastructure is slowly deteriorating, but their marketing speel increasing. They have a serious customer contention issue, hence the increasing slower broadband speeds.Good news is that with so many unhappy customers wanting to leave I may be the only one left in my street as they are moving to BT or Sky! Complain directly to Liberty Global as Virgin personnel are demoralised and no longer care! Real shame - were a really good company when they were NTL
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2018-08-25
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-01-28
- Comments
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Been a Virgin Media customer since December 2009. Every so often the broadband becomes unstable but nothing has been as bad as the last 2 weeks. I was in a zoom meeting and my son was doing his home learning. We were both kicked out and the wifi disappeared from the list of available networks. I immediately tried to contact Virgin on 150 but was on hold for almost an hour after hearing a less than helpful automated message. I eventually got to speak to someone who asked me to unplug my router and plug it back in again after a few minutes. Didn't work. Tried to call back and couldn't get through. The Network eventually appeared in the list but i couldn't access any web addresses or log into my company's VPN. I've been without internet since and was told the "estimated" date and time of completion would be 28th January at 10:20am. I had internet from 8am that morning but 2 hours later, the internet had disappeared again. I've contacted customer services again and asked to leave, if the service i'm paying for isn't fixed by the end of the day. I was informed by the leavers team that the fix in the whole of my area will now be fixed by 3rd February. Unacceptable. Customers are working from home and home schooling their children. Any fix should be resolved as quickly as possible and we should be informed of any issues, rather than us having to spend most of our day on the phone to be told nothing useful. I received a letter a few weeks ago stating that my plan was increasing. If my service was faultless, i'd have no problem paying more for my plan.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-03-24
- Comments
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I am without wifi suddenly for 2 days now and there has been no resolution and no where I can complaint
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2019-11-24
- Comments
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Can’t express enough how terrible my experience has been with Virgin Median. Had no WiFi for a week and no one will tell us anything, other than problems in area and to allow long. I have been promised 3 Manager call backs which have not happened and again just told to allow longer as issues in my area. Just told them I want to leave and told would have to pay fee to leave early. Please avoid at all costs as I have just told my husband “Virgin Media have broken me” .
- Location
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- Location
- lewisham
- Reviewing
- Virgin Media
- Date
- 2014-09-15
- Comments
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We switched from BT to Virgin over a year ago in our efforts to be more cost effective and now we're switching back to BT because of poor internet connection. I work from home and the situation is now impossible. They say you get what you pay for, I don't recall these problems with BT and I wouldn't recommend Virgin especially if you rely on it for work purposes.
- Location
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- Location
- East Midlands
- Reviewing
- Virgin Media
- Date
- 2019-03-05
- Comments
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Disgusting customer services... They are very rude and obnoxious...And cannot understand english!!!... They constantly talk over you reading from a script which they repeat over and over which is exasperating!!!... ...(All done strategically to try and wear you down)... A rip off regarding charges and they send late payment charges when they hadn't even sent the bill out. Beware!!!!!... Even when you say you are leaving at the end of your contract they cut off services and keep charging you for no services at all.. And they won't allow you to leave until you pay those absorbitant fees. Virgin media are without a doubt the worst company i've ever had the misfortune to deal with. They're money mad and completely unscrupulous. I'm reporting them to trading standards etc.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-03-24
- Comments
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I have been a virgin.net email account holder for years and am one of the many customers who have been caught up in the 'National Switch'. I didn't want to be transferred to TalkTalk (without my consent or wishes) not least because I wanted to keep my email address. So I arranged to stay with Virgin and have recently transferred to their cable service. I can't complain about the swift installation, and it seems a reliable enough service, although I'm in a city so may be better covered than some people. I can't really see that the 50mbps is actually any faster than the National Broadband service I was on before, however, for £11+ more a month.
At this precise moment in time I'm unclear whether I'm being billed by both Virgin AND TalkTalk despite several emails attempting to get assurance that this is not happening, and I echo comments elsewhere about the very frustrating customer service where one is passed from person to person.
This morning I also find that I am no longer able to send emails out of my virgin.net email. When I ring Virgin up (and after being passed to 4 different people) I'm told that I can't have that email now I'm a Virgin Media Cable customer. But when I was being transferred to Virgin Cable I specifically asked whether my virgin.net email was OK and the person at the other end said fine. So I appear just to have lost access to the email account I've had since the late 1990s just like that.
Until this recent unwanted switch I've never had problems with Virgin. Now I am a lot more disillusioned.
- Location
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- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2018-10-30
- Comments
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DO NOT PURCHASE ANYTHING FROM THIS COMPANY.Tried to get fiber broadband installed, online services said it was available, I was told an engineer would need to come out and inspect the property to see if it was possible. Before he had even seen the property I got a phone call huffing and puffing to say it was a 'big job' and actually suggested that I can get normal internet through BT! After arguing my he agreed to come see the property, again the huffing and puffing started again and woe to the engineers who would have to drill through a wall. After realising there was nothing he wouldn't do to avoid this job I left. I then tried to ring virgin to explain the situation, spoke to 2 people both understood me fine but it 'wasn't thier problem' the third person I was transferred to I couldn't even understand...it was in this moment I realised they don't want my money, which is fine. So if you are looking for fiber, do yourself a favour and take virgins advice, call BT.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-02-01
- Comments
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200mbps. You must be joking. Its 11.40 pm. I’m gettiang 40mbps. Over subscribed isn’t the word for it. They don’t give a damn about their existing customers. They are only interested in new business.
- Location
-
- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2019-02-03
- Comments
-
200MB virgin broadband.
I've had it as fast as 221MB - as slow as 5MB - that's right, 5MB !
averages 70-95 and wifi drops out comstantly, always having to reset router/hub
Disgusting at £56 per month
I;m leaving after putting up with it for 4 years - it'd do unreliable now it'd making me angry. Customer service a joke
- Location
-
- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-07-11
- Comments
-
We only have a few days now until we leave Virgin Media, the broadband is currently working so I did a speed test. On Virgin media 200 mb high speed fibre broadband the 62ms ping achieved 42.33 mb download & 2.83mb upload speed.I then switched to our EE broadband minibox which works from the 4G network. On the same test with 62ms ping we achieved 44.51mb download & 10.70 mb upload. The Virgin media service should be much faster than the EE minbox , but is actually slower.
- Location
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- Location
- Scunthorpe
- Reviewing
- Virgin Media
- Date
- 2020-06-25
- Comments
-
Well done Virgin Media still no broadband or Tivo box working it will be interesting to see if they expect the final bill to be paid when there has been NO SERVICE FOR MONTH PRIOR TO LEAVING. My Mrs. is frontline NHS & worked through the lockdown & needs the internet. We are having to manage with a small box that works from the 4G network. At least it works unlike Virgin Media. It shows how management taking their eye off the ball can lead to a company's rapid demise.
- Location
-
- Location
- London W3
- Reviewing
- Virgin Media
- Date
- 2021-06-24
- Comments
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When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost.
I have to say my experience has been the opposite – overall it has been very poor.
Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service.
The people who were buying our house went for Virgin so there was no monetary loss to the company.
I would have stayed with Virgin at my new address but they do not provide a supply there.
So beware of exit fees – especially if you are planning to move!
In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal.
And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.
- 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.