Virgin Media Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Media.

Recent Customer Ratings for Virgin Media

  • Satisfaction
    3.1 stars
  • Customer Service
    3 stars
  • Speed
    3.1 stars
  • Reliability
    3.1 stars

Based on 14543 customer ratings since 2017-12-12 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

2758 Customer Reviews for Virgin Media

Reviewer Location Reviewing Date Ratings
Very disappointed with the broadband service. One of the worst I have had. No call reference number, no complaint email address to send your quick emails to. They lie at every step. Have to wait for hour to get through when rang. I also tweeted by all they have to say is call again to customer service and will be able to help. Lol. One of the worst company. If it would have been possible I would have given them negative marks.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Manchester Virgin Media  
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Yorkshire Virgin Media  
Possibly the worst company in the country tried to cancel contract even though in said contract start date was 7/11/2018they told me that was wrong and the start date was in October so wouldn't cancel it can't wait for next year and tell them to do one think it's about time government stop these companies tying you into contracts that you can't get out of
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Rubbish company,cancel contract after years.The speed up o 100mb getting 5mb if you lucky.
Burnley Virgin Media  
Can’t even give one star just because of the customer service! Seriously so bad ! Bad and bad and bad !
I will never ever recommend it to anyone!!!!
Sooooooo poor not the network !!!! The customer service!!!! Learn some respect!
  • Satisfaction
    1 star
  • Reliability
    1 star
Virgin Media  
Rubish Rubish Rubish don't even think of joining this crap broadband service provider. "Service fault in your area" is a regular occurrence which means no internet for days on end or intermittent service. Unreliable. Customer service horrendous. Two complaints so far and NO reply. Was told by a staff member that there's no point complaining and I understand that now. AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Cancelling with virgin is a nightmare!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
DO NOT go with virgin media!! Signed into a 1 month package, for £40 a month, paid £60 for them to come out and install it for £60 you'd think the box was included, used my first month then cancelled it they then charged me double the amount to cancel and still expect me to send the box back even though I only used one month, absolute rip off, there now charging me an extra £40 for not sending the box back but I chucked it out when cancelled?? Cant believe it. Not happy do not go with virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Great Yarmouth Virgin Media  
DO NOT SIGN UP WITH VIRGIN.
We are 8 Months in to our Contract with Virgin and several days ago we lost internet connection, this isn’t the first time it has happened. The update service informed me it would take a week to resolve this issue. Reluctantly I called their primium rate number in Hoping I’d be able to cancel the contract as it was their fault. No luck. Estimated downtime in the last 10 months is 5-7%. Very Poor
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Virgin Media  
virgin messed up install, left us with no landline or internet for 10 days, customer services a joke,avoid this provider.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Cambridge Virgin Media  
This is probably the worst company we've ever had. Fast fibre optic 200mbs speed? My arse. They will charge you extra on everythig and add extra bills for nothing. Did I mention you don't even get wifi? As I am writing this I am using 4G since virgin haven't sorted our wifi out for TWO MONTHS. You guys suck I wish I had gone with BT. Now I am stuck here with a massive bills and now wifi whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Brighton Virgin Media  
Hello. This company is terrible if you can, avoid it at all cost. The network crashes are frequent and they will not give you a discount unless you go through a long reporting process.The customer support has no regard for the customer well being. There contract has loop hole's that are highly beneficial for them. You can not trust virgin media I was there customer for 6 years and I could not be more happy that I left. The only reason you would want to use there service is because of the Broadband speed but it's not worth it any more most of the other providers have caught up in that respect. I hope this will help you avoid this trap. Good day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Peterborough Virgin Media  
I have signed up for 50mbps virgin fiber, thinking i was making an improvement over talktalk fiber. This was very much not the case, in fact i can hardly use the virgin system due to it dropping out and buffering everything. So today i decided to speak to one of dickys astronauts to get it sorted, but all i got was a impertinent "foreign person" that told me the weak signal could only be sorted by an apgrade.... virgin as a company is goin down the toilet! Never again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Lanarkshire Virgin Media  
So I've been a member since before time began!! Basically since cable first laid their cables and were called telewest!!
Never asked for nothing in the she 25/30 years.
When I finally got my son to ask for a new V6 box which he had got 3 of for his house for nothing got told I would have to pay 100 pound.
When we finally got a half decent deal off them and told to ring retentions the offer was dropped and we asked to cancel....they duly obliged!!
Shocking customer service
Richard Branson more like Richard the terrible!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Rotherham Virgin Media  
Over priced and under performing. Will be leaving virgin soon and will never go back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Cambridgeshire Virgin Media  
awful install - came back and sorted out few weeks later

Receiving 50MB on their 50mb service...however whichever browser i use and coupled to hard wire ethernet - youtube struggles badly with............1080 x 60 !!!!!! - buffer symbol several time er min..

Spent £10 on the usual painful phone call - where they are only trained to talk you around in circles in barely understandable English from an Indian bedroom til you give up or shoot yourself

Pointed out they were offering 100MB for same amount and that I am a 2 week old dissatisfied customer...my problem apparently
Then the thing stops working - turns out that for some reason they ignore DD and send you an email bill?!! - for over £100

Next phone call, I simply cannot relate in civilised tones (another £10 on pay as you go) couldnt tell me why it was a hundred not £33 - told me to look on internet....I pointed out that could be tricky - he replied that if i refuse to tell him exact amount owing from email I would fail the 6th level of security checks

I pointed out that since my mobi no. checked out with their records and i confirmed postcode, name, address , when installed. type of contract,..zzzzzzzzzzzz and was trying to pay to re-establish connection............i am kinda highly unlikely to be some criminal mastermind....eventually he said, well how much do yu want to pay?...I picked a random fig, he processed it and back on line...none the wiser - still wont handle 1080p..........it is no better than my £19 talktalk, which incls phone...avoiding the 2 £10 phone charges in first week (£100 +£20) for 30 days of 720...dont get me started on the wi-fi!! - 10mb!!!!
kettering Virgin Media  
Wish I never made the move to Virgin!

Currently paying for the VIP package with 350mbps speed.. so far the best I have achieved is 190mbps. I know to some that is fantastic speed but this will last 5 minutes max and then drop to 30 odd... I have spoken to the team at virgin who replied saying 350mbps is only achievable on wired connections and would depend on the house, I asked for them to lower my package as I don’t even get 150 as a constant but they have refused. I am now also struggling with my tv package. It freezes and struggled to load.

To give you an idea how bad things are, I am getting buffering on Netflix! Yet I pay £89 a month... awful service.

My complaint has been sent 6 days ago and I am still yet to hear from them.

I am hoping the 12 months go quick so I can go back to Sky with BY internet.

Please seriously consider options before jumping to virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
Moved house so cancelled my contract, told I was due a £17 refund then got a bill for £52, phoned to enquire why and just got told that this was correct. Asked to speak to someone else as the guy I spoke to didn't want to listen, hung on for 15 mins waiting for some one, got fed up up waiting so hung up, ok I lose £52 but long term virgin will lose more as when we move into our new house I have a choice of by or virgin, guess where I will be spending my money?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Kent Virgin Media  
ive been waiting for over 3 months for an install all I get is rescheduled appointments and excuses if I could put -5 stars their that bad use a different provider!!!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UXBRIDGE Virgin Media  
Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
If there were 0 stars I would give them that. Rubbish customer service, been called a liar by the MANAGER when reading out facts about my contract.
I’m trying to cancel it at the moment WOUL NOT RECOMMEND AT ALL, TRY TO AVOID
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Have you ever tried playing games, videos and movies with 1Mbps - 8Mbps speed ?
I HAVE !! for the last three weeks been having the worst internet ever. my contract is with 200 Mbps !!
My family had it worst, a family who mostly work from home had no internet for 19 days without any warnings or emails nor any phone calls.

One thing I've learned after being a loyal virgin media's customer.

Don't be a cheapo
Dont fall for the high numbers 362mbps or even 213 mbps BS! as im typing my internet speed is 3.14mbps.
Also virgin medias box set sucks ! slow as watching a grass grow. specially Netflix!

Anyways last few days until I change, hope people who came here to see review makes smarter decisions.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Despite being a loyal Virgin customer for many years, with our wifi, TV and mobile phone contracts with the company the service we have received is appalling. The iPhone I purchased from Virgin has according to apple "inherent hardware faults" and is liable for replacement under EU consumer laws. As it transpires, Virgin clearly doesn't follow EU consumer rights laws and by extension clearly doesn't care for its customers. Having experienced shocking service with call centres supposedly trying to help hanging up and the company doing everything they can to avoid taking responsibility for a faulty product they sold I would not recommend this company to anyone. As Apple stated they would replace the phone had the sold it to them it highlights Virgins blatant disregard of not only the customer but the law. Therefore, if you are confident enough in the service to expect no faults whatsoever Virgin is fine but come any issue you can expect extreme mistreatment and to spend the majority of your time going in circles to rectify a problem not caused by you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
North Yorkshire Virgin Media  
Never could I have imagined a service this bad in all my wildest dreams...

I could write a book of my experience with Virgin Media. I purchased the best service they could provide and had 1 month of 1mbs..........
Unbelievvable.

I had called them on a daily basis, and when that month was up, they offered me £10 cashback from my bill, which even that they forgot to subtract.

You call for help, you deal with people in India.

You explain your problem every single day from the start again, because they change people in every single phone call. They cut you off if you get emotional about it...

There is no win with Virgin Media, and they are officially the worst, most corrupted provider in UK.

Stay away from them at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southampton Virgin Media  
Just got virgin media set up today and worked fine, internet was working and so was the tv and then about 4/5 hours later it stops working and can not access anything, tv is down the broadband is down. Rung customer services and they were absolutely useless!!!!!! Can’t get an engineer out for another week!!!!! Come on seriously?!? Also when I signed up for it we got told we would get sky cinema for free for three months when the tv was actually working it wasn’t on there so I rung customer services and said I ain’t getting it as nothing on the notes! So I demanded to get it as was promised and she just went ‘no’ what customer service is that! So far my experience with virgin has been shocking! If it gets fixed next week I’ll be happy if not I’ll be switching to Sky!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
They sold me broadband on a 30 day rolling contract for £35 with a £70 activation fee. On the day the broadband was supposed to be live, after an hour or so on the phone to support, I found that the virgin media cable was hanging down outside the house blowing in the wind. It took an engineer visit to sort this out and the connect started late.

As if this wasn't bad enough, during the sales call I was assured I could add a phone line on later on, bringing the total cost of services to £42 per month. I called literally 3 days later to act upon this agreement and found they wanted a £25 activation fee for the line, and they wouldn't honour the agreed price and wanted to up my charges to £43.75 per month.

As my father says, it's the big companies you have to watch out for these days. They cheat and lie and say whatever they need to get the sale, and treat you like rubbish after that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oxford Virgin Media  
I am very proud to say that virgin is the worst possible internet/broadband you could ever have the amount of hassle I have had with it is so unneeded they really need to sort their act out virgin is rubbish!!! Definitely would not recommend I can create WiFi better than this!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Macclesfield, United Kingdom Virgin Media  
Beyond poor. Was supposed to be connected last month but they keep missing deadlines and appointments with no explanation. going with another provider. There is no customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mansfield Virgin Media  
Keeps freezing dropping and crashes pc and mobile
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Welwyn garden city Virgin Media  
Virgin Media is sending advertisement letters to houses stating that the street is connected with fiber but in reality they don't have permission from local authorities.
This is to trick customers to sign up with virgin with the hope that they will get the permission (due to the number of customers requesting the service).
This is an unfair practice for the customer and I'm almost sure it's illegal too.
I had to wait 35 days for Virgin Media to try to connect me, after several hour long phone calls with customer service, but at the end they just canceled my order because they didn't get permission from the local authorities and without even the decency to let me know.
I then received a call from their "Customer loyalty service" asking me why I canceled my order, the poor lady was so embarrassed when she realized what was going on that she hang up on me...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, Walthamstow Virgin Media  
Broadband is fine when it works, but cuts out multiple times per day. If I can get through streaming an hour episode of something it's a minor miracle. When I phoned them they just told me to turn it off and on again, they weren't interested in trying to diagnose the problem.

When I tried to transfer to talk talk, I was told I had to do the landline first, then couldn't cancel broadband or TV until after that - so they get another month of payment from me. Worst broadband service I've ever had, stay away.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Southampton Virgin Media  
When moving home had to cancel as VM don’t have services at my new address. I’d been happy with broadband & tv so would have taken them with me. When I called to cancel the very curt and clearly miserable customer services woman told me there would be a disconnection fee of £150, she refused to put me onto a senior manager. I hung up. Next day called again, very nice bright woman answered, apologised that they couldn’t offer me a service at my new address but that as I paid a month in advance I was due a refund of £50, which I duly received! Clearly no real policy just luck of the draw...so I recommend trying till you find a civilised reply!
  • Satisfaction
    5 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Camden Virgin Media  
The wose thats all i can say i've been with company for 10 years the customer service is the woset.Im looking to leave.
Croydon Virgin Media  
Been with virgin yrs last year give me ne wifi hub had engineer said these hubs are poor signal for wifi using iPad few feet away then bought net gear router for wifi and used there's as modem I told them signal poor paying 57 pounds for tel and broadband only cancelled contact nothing but Cowboys and rip off merchants been trained by dick turpin
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North shields Virgin Media  
Started off on what was originally a good deal. They gradually gave me a free upgrade which after a period you eventually end up paying the full monthly charge for the free upgrade (very sneaky tactics). I find customer service is very poor and they adopt tactics to try and make it as difficult as possible to cancel without having to pay for calling them. Even with my “free” upgrade the broadband isn’t the best as I have called them several times with speed issues as they do not tend to reflect the advertised speed... shocking really.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
Ellesmere Port Virgin Media  
Planning to terminate my contract, customer service told me that they have special offer for me and offered higher price than stated on the website, just unbelievible!!!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Hemel Hempstead Virgin Media  
Changed to virgin one week ago pathetic speed is slow and customer service beyond a joke
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Virgin Media  
Not reliable, prices increased a few times a year.Virgin media is wrong decision for long term customers. My advice would be, if you are reliable, long term customer, it is better choise to avoid this comoany. Worst experience ever I had with contrac
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
Tamworth Virgin Media  
I have never left a review for anything in my life. But today I have come to the conclusion that the cancellation process makes Virgin Media a criminal organisation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Hertfordshire Virgin Media  
Just had phone broadband and tv Installed today while I was at work.
Worked for2 hours now have to wait 2 days for an engineer!!!! Disgusting, bt never failed us once in 2 years!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Halifax Virgin Media  
Biggest scammers. All they do is lie to steal your money. Zero customer service. No reliability.
Virgin Media  
virgin media has been shockingly bad in the past year, i didn't think it was possible to be this bad in 2018, the Internet is basic needs nowadays like electric and gas. I have been told they have utilization issues for over a year now which basically mean they signing up people without having the ability to provide the service they promising. they keep pushing back the date of the repairs every time I call,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Totally angry with these bellends, I transfered account on my wife, my bad, they sent a huge amount on the bill, tried to talk to someone in customer service just a waste of timr.There a working only "Indian habits" probably their server and slaves are in India. So nothing solved, bunch of emails no response. BIG ADVICE, do not have any relationship with them, otherwise you will have a big pain in the ass.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
I signed a contract on 14th August 2018. The price has now gone up £3 per month but I received no letter or email to notify me of this increase, therefore I didn't have a 30 day window to consider my options due to the increase. They send me emails every month to advise me that my bill is ready to view in my online account, but they never sent me an email or letter advising of the increase. This may or may not have been done to deliberately catch people out. Either way it is very poor. When I phoned up the virgin employee offered no help and then hung up.
Shocking.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
Worst WiFi connection ever always gotta use my data on my phone because WiFi never ever works. I can’t use my I pad because of the connection it’s a shambles. NEVER GET VIRGIN ITS A JOKE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Joined via an official virgin media door to door salesman in October 2018. Salesman offered me 50mb broadband, Anytime landline calls, TV player bundle and free sky sports for 3 months – all for £32 per month. It sounded like a great deal so I even got a friend to sign up via the same salesman. The numerous problems started from the get-go, I will list it out for easier reading.

1. I repeatedly told the salesman that I have never had virgin media before whilst signing a pre contract in my house. Salesman still went ahead and booked the wrong type of installation (Engineer thought I had a virgin line already installed). So I got a new installation date for 2 weeks later, had to call my previous provider to extend the notification period which was tricky.

2. Also mentioned to the salesman, that I wanted the router to go into my bedroom due to my PC and gaming set ups needing an Ethernet connection and to keep my existing landline number. Salesman promised it can be done. Installation day comes (second time around), engineer immediately dictates where the best place for the router to go ignoring my preference. Engineer made so many excuses not to put it in my bedroom, probably because of the extra work needed, so I gave up and it ended up going in the living room alongside the TV box (I bought a powerline extender for £50 just to connect my pc). After the installation, I then find out that my landline number has been changed, I was really frustrated because I have had that number for many years and was looking to keep it.

3. This is where it becomes even darker, I was getting a bit concerned in why I wasn’t getting any emails as you do when you join a new provider and I wanted to make an online account. So I called up the customer helpline and they told me it’s because your email was incorrect .com instead of .co.uk. It was written clearly correct on the pre-contract paper handed to me by the salesman, to my shock my friend also had the same problem.

4. Then out of curiosity I told the customer service guy to read out my package and lo and behold I was on a different package weekend calls and nothing about 3 months’ free sky sports, it was just a normal package offered online. My friend did the same and got the same outcome, even the email situation .com instead of .co.uk

5. I rang the salesman and he kept lying about it just being a mistake and it will be sorted out (basically he was trying to run down my 14 day cooling off period). He eventually stopped answering calls from me and my friend. I then spoke to a manager from the customer services and he agreed that there was some mis-selling going on and will honour what I was promised if I sent a copy of the pre-contract to his email, which I then did. He then replied that everything was sorted, far from the truth as I saw no change on my account.

6. The last straw, I called again, really wanted to cancel it as I was fed up and 3 days away from the cooling off period. Was told the same thing by a different manager honour the contract etc. I then look at my account again and I see that my first bill is £120 including 50-pound installation fee when I was promised free installation. The 2 managers basically messed up my package beyond repair.

7. I then called up to cancel it finally, had to repeat my story every time I called by the way. Advisor said that I don’t have to pay a penny because the cancellation is within the 14 day cooling off period. No surprise here, they then sent me a bill a week after cancelling of £75 for god knows what reason, had to make further calls to customer service to sort this out, they said it was a mistake don’t worry etc.
In Summary a had 2-3 weeks of hell, I was a loyal and happy Sky customer before virgin, I got mis-sold by a sly Virgin Salesman called ‘Kevin’ apparently who lied, the customer service from virgin is also appalling most probably due to untrained employees in the Indian call centre, on top of all this the broadband service went down for 2 days in my area during my few days with virgin.

At the end had to re-join Sky. Lesson learnt, Virgin media is diabolical
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bradford Virgin Media  
They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet


pros: broadband speed is on point.


cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
  • Satisfaction
    2 stars
  • Speed
    4 stars
Birmingham Virgin Media  
Works okish until you last month of your contract. Customer service is rubbish, technican booked never arrived and claiming they did. Min once a month router needs restarting, wifi did not work in the bathroom which is 5 meters away from router. Not worth the money. Very unhappy, customer service talks over you or they dont speak good english.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Twickenham Virgin Media  
very poor customer services they will agree with you but later they will send you different but and when u speak to customer services they so rude they dont give you straight answer i have wasted my 1 hour trying to resolve this issue waste of time
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
harrow Virgin Media  
phoned this morning as speed was only 1.08 . I wasa told to move the computer next to the hub or remove some data from the computer and this would speed things up. the lady also said she would fix the problem straight away. its almost 2-0- clock now and nothings really changed. ive dumped them and would never use this pile of useless crap again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
south shields Virgin Media  
We signed up for a £38.00 per month which includes broadband connection + obligated landline connection.
Everything was fine the first 6 months, after that all problems started: broadband connection was going off every single month, sometimes for reasons we could understand like bad weather of repairs or reinforcements in their network, but then they started to deliberately cut the connection off saying that there was money due on the month's bill. As said, we contracted them for £30.00 per month and that bill ended up at £80.00 a month. We carried on for 2 months more and changed the service to a different broadband company.

To sum up, I basically do not recommend Virgin Media to no one as it will be an utter waste of money and time.

PS. For who might be interested, we now swapped to Sky which are good as gold in our region.

Gregori
A certified Virgin Media hater since July 2018.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Bristol Virgin Media  
Virgin's package delivers, but when it goes wrong their service is abysmal. Was 7 months without any TV, broadband or phone last year, now been without phone for nearly a month and looks set for another long haul. Think twice.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
New Malden Virgin Media  
I wish i never joined them. The speed of broadband supposed to be 50 mb but it is slow and much less than 50 mb.
Their bills seem to rise so fast. Whenver, i go for help and support online it alway says oops something went wrong or crikey there is an error. I have not been able to check my bill details because something is always wrong with their system.
I can't wait leave Vurgin media when the contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
31 Virgin Media  
Broadband unreliable, for working from home. Broadband speed intermittent, nowhere near 100 Mbps more 15mbps when working. Currently intermittent till 12/11/2018. Customer service in name only, Not focused probably based in India
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wembley Virgin Media  
They are charging me for speed upto 200mb but It never goes over 37 average speed is 18 MB.. Worst services
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
Very disappointing experience with virgin media. Had to cancel after 19 days as wifi not reliable and not compatable with various devices. They then tried to charge me 2 months payments for only 19 days service. Shocking customer service and will never use them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottingham Virgin Media  
We have been Virgin media customers for 15 years now, we've recently moved house and now they cant be bothered to help us. We've been waiting 1 month for them to come round to connect us and noone seems to know what they're doing. They cant give us a date for when the work might begin and the people in the office are totally incompetent!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Corby Virgin Media  
We changed to Virgin Media midi September 2018. We’ve been left with a hole in our UPVC door and wires on show. Despite various complaints there is nobody interested in getting this resolved. We’ve been in our new home a few months and Virgin don’t seem to care whether this is sorted or not. They are a complete shambles and other than considering court action not sure what to do next
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Heaton Bolton Virgin Media  
Spent last two days trying to get virgin media to accept there is an issue with broadband. Was very frustrating to be sent from one department to another on the phone and all was needed was an engineer to be sent out to solve the problem, which they won't send an engineer out to. Absolutely disgusted
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
RUNCORN Virgin Media  
What a shower of
Price rise while in contract
paying for 100 meg struggle to get high 50
oh very sorry sir we will sort it in 24 to 48 hrs
and the refund /credit team will be in touch

Well 72 hours later speed is now low 50 meg
no phone call no improved speed rang to see
why the guy on the phone couldn't answer
and put the phone down on me
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CLEVELAND Virgin Media  
It is costly. It is only good for new customers, while you get a cheaper rate. Afterwards, your price will increase every year by a few pounds. I tried to call the customer support, but the person would only argue with me and didn't stop to listen to me. I am very disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
This is the scam I have witnessed today, it is so frustrating, coming home from work after a hard heavy day wanting to sit down with a drink in your hand and boom!!...
The chanel you been watching for the last 6 months or more is not there anymore, then when you call to find out why, you been told a script from staff on the phone, it is in full TV package ( bull) I was damn watching this chanel over and over again nearly every day, then all of a sudden disappears!!! it is not on!!! that is scam, is literally scam, they make you used to it then take it away, in order to scam more money off of you, cos you want to watch that chanel you like.
Who in f... World is deciding what chanel belongs to what package and why do you have to take away people's joy, the piece people looking forward for when they get home??? It is not on!!! That is scam I am not paying more I am not doing what you want me to do!
To hell with the people who is in this scam to hell with you I am going to leave soon sodd you all useless nonsense people
I hate you all who is doing this or make it happening
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    4 stars
  • Reliability
    1 star
Crawley Virgin Media  
Have been happy until recently. Broadband went down and was told on phone there was no problem and must be something in my flat that needs attention. Waited in for an engineer who immediately said it was not anything in my flat but an outside fault effecting many people. He said it would be repaired that evening or first am. I accepted what he said but felt uneasy. I phoned again and told repeatedly there was no problem in my area! So another engineer booked to come again. Being told different things by phone staff and their engineer. Have spent many hours on phone. Am looking for a new provider
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Potters Bar Virgin Media  
Their broadband might be of a decent quality. Their customer service is one of the worst. Staff are incompetent or rude. I escalated my complaint to CEDR but the company made a defence and repeats the same story again and again. They are utterly completely unpleasant. Waste of time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
They kept losing track of my payments. Their website is terrible. It kept telling me I needed to change my password and then not letting me log in. Every time I had to talk to their customer service it took upwards of 45mins, I’d get transferred multiple times and asked the same questions over and over again. If I believed in Hell I would assume that Virgin Media customer service was it and they are here just to torture us. I made a compliant and when the complaints team followed up they said - so you’re issue is now resolved so you dont have a complaint. I indicated that my compliant was about the service I had received not whether they had finally done what they needed to. Only get Virgin Media if you will never have to deal with their after sales customer service. Otherwise it is just not worth the pain.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Virgin Media  
Diabolical first cable laying - improved within 48 hrs of re-booking.

This subsequent install was fine, the test showed 55MB, which has held for a week so far,,,,,,,,,,HOWEVER...IT IS OF LITLE USE AS EVEN 1080 YOUTUBE BUFFERS EVERY 5 SECS!!! - 4K? - YOU CANNOT BE SERIOUS!! - I ordered and agreed to pay their loony rates to leave slow web behind (6MB is all I can get at the farm cos of long twisted pair) - the reality is, I doubt the 50MB is better than 20% better than the 6MB on Youtube...

Netflix advise 25MB for 4K............Just what is occurring?!
KETTERING Virgin Media  
The broadband didn't work half the time and then they put the price up after my contract finished and tried to take the money out my account without telling me. When I called them to cancel, I was passed to so many different people for 2 hours which left me frustrated. I will not be using this service again!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
‪Just wanted to WARN existing Virgin customers about unfair “contractual” termination charges!-was just ordered to pay an extra £60 as Virgin I moving and they cannot provide me with the service after I move. I was with Virgin for well over a year but had to switch to cheaper service recently as couldn’t afford their premium charge -Now it is their payback time!
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Southampton Virgin Media  
It’s not even worth giving a rating.
Taking two DD from my account but won’t talk to me as I didn’t sign the agreeement. They have been spoken to by the account holder and written too and still won’t discuss. They are a joke.
Virgin Media  
Virgin Media, has an advertised speed of 'up to' 100mb, for a recently increased £57 per month bundle. At first it gave 108mb dl and 6mb ul, now it never exceeds 50mb dl, and in the mornings and at other times of the day reduces to approx 20mb dl and less than 1 mb ul. This, coupled with a reduced quality of 'India' customer service, make Virgin a complete ripoff.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
North London Virgin Media  
The broadband simply went off. I spent more than one hour with them on the phone and they simply told me to wait one week for the technician to visit my home. The customer service was really dry and unpolite. How awful. I've just decided to leave the company. It's really not fair (not to mention that I spend more than 100 pounds monthly to receive in return such a disrespected treatment).
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virgin media sent my contract to an email address that was not mine and obviously no response was received. However, based on that I was in the contract and I only knew about the contract when they sent me my new bill. The new bill was strangely sent to the correct email address.
I contacted virgin media about the instance and it looks like nothing can be done because I am in contract and I have to pay a very high bill for 12 months at-least.

Do you guys think it is fair? I do not. Based on this I give Virgin media 0 stars and will keep doing that.

Any idea if something can be done about it?

Jax
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
And still these clowns continue to bury their heads in the sand. Do they actually read any of these reviews, or do they just not give a **** about the customers once reeled in? I think it's the latter. Paying a hard earned £72 a month for this crap. Despite endless calls to 'customer service' (joke) I'm STILL only a 'secondary account holder' after taking over the account from my son 3 months ago. Meaning neither of us can access bills etc. Even when trying to escalate my complaint to a 'supervisor' (another joke) I'm put through to somebody in some place in a far flung corner of the globe who can barely string together two words of English, who repeatedly reads from a script telling me that it was my choice to sign the contract. Well, as far as I'm concerned, they are breaking their side of the contract in this respect. Add to that the Wi-fi dropping out randomly - should this occur if I'm trying to book flights etc when working from home and I end up with a missed flight or double-charged because of this, then they shall be hearing from my lawyers!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Rugeley Virgin Media  
the worst company. once you are with them they will rise the price and all you get agree with them mean NOTHING. do not connect to them.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
birmingham Virgin Media  
Once you are in they don't care anymore. Worst customer service!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LEAMINGTON SPA Virgin Media  
Was waiting for month to get property connected. They informed me few times that the engineer will come thus making me taking days off, but he/she never came. Strongly DO NOT recommend you Vergin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bromley Virgin Media  
One star is way more than what they deserve!!!
I have been cherged for a new broadband to be delivered at my house (still waiting and it has been 3 weeks) and when i’m calling the customer services, if i’m not waiting for ages, i’m being transfered to another service...

Bottom line no know can help me or seems to know why i can’t get my contract started, why there is no account under my name (but yet they took my money) and even better no one is willing to give me my money back.


Worst services i ever had in years!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
South london Virgin Media  
Moved in there weeks ago. The internet has been out for two weeks... damaged cable, no replacement cable, no feedback, nothing.... just really awful service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
NW3 1DD Virgin Media  
After being completely screwed over by BT, it’s nice to have Virgin Media back in our lives. Our activation date for BT was over a week after signing up. Then there were “issues” and they delayed it by another two weeks! Called Virgin and they sussed us a router and got us fibre broadband in TWO DAYS. Currently have an avg download speed of 150+ mbps! The only issue we’ve had previously was at our previous property and the WiFi kept going down - turns out too many devices. Upgraded to router and no further issues! We love Virgin Media!
  • Satisfaction
    5 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Virgin Media  
Is Virgin the worst broadband provider in the country. I made the mistake of moving over in August and the WiFi hadn’t worked properly since, having to sit thru the constant buffering and even though they originally agreed to come and fix it changed their mind unless I paid for it. Their useless call centre transfers you from one department to another, so I paid for the technician to come out and they’ve made it worse. They now refuse to come out a second time without me paying for it and one let slip you get buffering a lot in weekends due to high demand in the area. They never said that when they took my money. What a joke. I now have to go to the ombudsman. Hopeless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have phoned them up multiple times, and each time I get quoted a different deal. This is annoying, as when I try and take up a previous offer I am informed that it is no longer possible.

The reason I am trying to upgrade my Wifi is because the speed is very slow and unreliable. Consequently I would not recommend Virgin's wifi deal which offers 50mb/s.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester Virgin Media  
Absolutely shocking customer service. The sales team are fine until you get through to the relevant department that you need. They are obnoxious, rude, patronizing, argumentative (what happened to the customer is always right!!) and completely incapable of getting basic things right like your name. They take your money for what should be a free trial, cut off the channels which your meant to be viewing for free. Then refuse to refund the money which isn't theirs back into your account. I thought other companies were bad which I've used in the past, but my god they top the list!!!.
  • Speed
    2 stars
Virgin Media  
Our signal disappeared one morning never to be seen again... Virgin has been beyond shambles. Here is the chronicle:

1. Call for an engineer

wait a week

2. Engineer attends: you need a new cable, a construction team. The conduit is blocked too.

wait another 10 days

3. A guy comes over - you need a new conduit.

- I know, aren’t you going to lay it?

- No, I just pull the cable.

Wait another 10 days

4. Another guy shows up - can’t pull the cable. - Obviously

wait for another 10 days

call help line

empty assurances and rehearsed apologies are given that next time everything would be fixed.

5. No one shows up at all

6. Call the help line by midday. Response: someone is working right now. Evening text: “we fixed your problem”. In reality - no one even showed up. I have CCTV. No one.

7. Call the help line,who say their notes say they called the customer and rescheduled the appointment for November 30th. No one, of course, called.

The call centre clearly just tells lies. This is torture. My kids can’t even do their homework. I ran out of my annual leave waiting for the “engineers”.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Without question.....using Virgin was , to say the least, traumatic .... 5 missed appointments....uninformed staff and incompetent workman.... issuing County Court Summons for the damage to my property !
  • Satisfaction
    1 star
  • Customer Service
    1 star
Tunbridge Wells Virgin Media  
I would love to give 0 star or negative marking. Customer Service is one of the worst thing. I moved my flat and tjey said they can provide the service in my new flat so, I have to pay early termination fees. The guy called Rowat from complaint department was trying to say that I have to check weather they provide the service in my new flat (what a joke). I even gave the name and number of new guy who live in my previous flat. But still paying early terminaton fee. What a joke??? They just want to make money from customer.

Worst experience ever. Dont go for virgin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Guildford Virgin Media  
I am very unhappy with Virgin because I pay for 108 M / bs and I have 2M in fact. And sometimes 5M I called 100 times to Virgin but they got me in the ass. I do not have the strength to whom to report with this problem, no one is able to help me !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dn1 2tp Virgin Media  
Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
  • Speed
    3 stars
  • Reliability
    3 stars
York Virgin Media  
If I could give less than a star for some of these sections I would. Virgin charge us £43 a month for just internet services (and that's at the discounted rate). At that price you'd think we'd get some good customer service. It takes at least half an hour to get through to them on the phone each time (though that's at the lower end of the scale). When you do finally get through, Virgin just randomly cuts you off after wasting your minutes (I lost my 500 monthly minute over two days calling Virgin). The people on the phone are really slow (they take half an hour just to fill out forms with basic details like names and postcodes). We ordered a booster because the internet connection wasn't stretching to the back of the house at all. We knew this would cost an extra £3 a month, but we also got charged an extra 50p for the costs Virgin had to undergo just for changing the contract slightly (which so, so stupid). And their online chat is pretty much never available. We went without internet in one part of the house for nearly a month but there was never an apology from Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Coventry Virgin Media  
Customer service is horrible. Speed is OK nowadays, but sometimes it struggles with high ping times, which means that it take 2 seconds for the website to load even if you have 200Mbs speed.
They keep increasing price every 6 months by 3-5 pounds even if you have a contract, so kind of like a trap.
Also if you have downtime service you need to call 3-4 times to sort it out and remove it from your bill.
Takes 6 days to fix internet if there is a problem...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
no internet for almost 3 weeks , kept calling at customers suport still no one came to fix it. Paying for nothing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sunderland Virgin Media  
The worst company I have ever been with.
I will keep it short as possible.
On the rare occasions the Internet worked we had a really good speed.
Multiple times a day the Internet dropped off completely. 15 mins, 20 once for 45 minutes.
I called at least once a day and spoke to rude and clueless "customer service agents."
They had no idea and just kept reseting the channel. Eventually I said to send an engineer out.
They didn't.
When I called to say he hadn't arrived and to send someone they said I had to call back three times in thirty days to get a call out! Even though I'd called multiple times a week and their man didn't turn up.
In the end I left...
Here is where it gets really fun!
I leave and call them to say so.
I need to pay my last month's fee AND a £200 leaving fee.
I agreed to pay my leaving fee as I had indeed not given a month's notice however, I would NOT be paying the leaving fee.
I paid my £83.83 per month and moved on. (limited TV, rubbish broadband BUT a very very good phone service.)
Started getting letters about my leaving fee which I called about once, told them to take me to court and them ignored.
A very NICE man from virgin called and asked to set up a £5 a month payment plan.
I explain that I CAN pay for it I just WON'T. Explained why and again asked them to take me to court.
Next was a debt collection agency.
I called them and they wanted the fl story. After telling him how may times a day the Internet dropped, the rude and unhelpful staff and engineers not turning up, he told me not to worry about it all.
A week or so later, I got a letter saying the Debt company had sent the debt BACK TO VIRGIN!!
They knew in court I would win so they weren't interested.
I NEVER HEARD A WORD FROM VIRGIN AGAIN!!

So if you get an early leaving fee, stand your ground! If they have broken contract you can leave.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Swindon Virgin Media  
The broadband is fine but the customer service is appalling! I told them I will not be renewing my contract but they have continued to charge me! I have been trying to resolve the issue but I spent 2 hours being passed from department to department and having my calls disconnected while waiting for x department to answer - Shocking! I even told them that it is not fair for me to call 7 times and not have my issue solved - this is bad customer service! Just to be told "Sir, that is your opinion" whatttt? They still have not solved my issue of being charged for nothing! Goodbye Virgin - you lost a good and loyal customer!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Didcot Virgin Media  
Virgin arrived in August to install my VIVID 200 broadband and TV.
The engineer left cables strewn across my garden and pathway but assured me that their ‘burial’ team would arrive the same day to bury and tidy the cables - they did not arrive until 4 days later following numerous calls to Virgins customer services.
Download speeds were around 24MBs and the TV service did not work - a far cry from the 200MBs download speed and seamless TV services I signed up for! After several further calls, a supervisor visited and advised that the wrong cable had been installed and advised that new cables would need to be installed required more disruption to our garden. 2 days later Virgin engineers arrived and installed a new cable, leaving exposed cables across our garden and most annoyingly left me without internet, promising this would be sorted out. - Well it wasn’t.
After going around in circles with the very unhelpful customer services I emailed Virgin’s CEO Tom Mockridge requesting his help but was advised that he cannot deal with my complaint personally (well there’s a surprise!!)
Absolutely appalling service - nobody at Virgin seems to care - including the CEO (Isn’t his goal to make customers happy, build his company’s reputation to entice new customers and so increase profits?)
Do not be taken in by promises of great service- You’ll be sorry!
Summary:- Appalling on all accounts – 0/10
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner, Middlesex Virgin Media  
We were told we would get our broadband box over two weeks ago, and have called every day since with absolutely no progress being made. The customer service reps clearly did not write down what we had been saying, as they gave us the same reply and did not help at all. We finally cancelled our service without ever receiving the box, and would not recommend this service to anyone wishing to get good and reliable wifi.
Islington Virgin Media  
- TiVo is slow and menu structure is poor
- Broadband is extremely unreliable
- Speed is far from what is advertised 50% if you are lucky and it is working
- I suspect the router is plain poor and the root of many of my problems..
- customer service is as you’d expect however can’t do much beyond placate
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Newbury Virgin Media  
Not been with virgin for very long and it's been great I can't fault. Till I moved house and got told I wasn't able to have virgin at that property, hang on it's the same postcode and 5 doors down and still can't have Virgin? Meaning I had to cancel my contract with a nice cancellation bill! Thanks. The customer service however was dreadful it was the worst I have received in a long time. I was put on hold 2 times and had to give all my details again for the 3rd time? Now explain that Virgin? I was then expecting to be transferred to someone else and was on the phone for a extra 10 minutes or so with dead silence so I said hello and oh guess who answered the same guy! Nope wasn't being transferred maybe we got a bit confused but the fact I was left on the phone for that period of time was disgusting when he could have let me know to hang up as the conversation has ended. I will never become a virgin customer again and I will never recommend you guys to anyone if that is the service you provide to your customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Plymouth Virgin Media  
We decided to leave Virgin Media when they stopped two TV channels that we watch regularly and at the same time put the price up by £3.54 a month, making our payments exceed £100 a month. I found an alternative (local, and £50.00 a month cheaper) and phoned Virgin to cancel. It took them 35 minutes for a human being to answer, and another ten minutes for me to be connected to the correct person. The person I got must have got out of bed the wrong side. I informed her how long I had been waiting. She said she was not interested in that. She was rude and was as unhelpful as she could be. I stressed when I spoke to her that I wanted my telephone number ported over to my new provider.

My new internet provider contacted me to say that they couldn’t port my number over because I hadn’t told Virgin I wanted that done, despite the fact that I had made it crystal clear to the advisor that that was what I wanted. This necessitated another phone call and another 45-minute wait. The person I got this time assured me that my number would be ported over.

The next day I got an e-mail welcoming me to my new Virgin phone service. If it wasn’t so serious it would be laughable. Not wanting to have to wait another 45 minutes before speaking to an unhelpful telephone ‘advisor’, I wrote a letter. I got a fairly prompt reply assuring me that all was in hand. They stated that they had tried to contact me by phone. It turned out that three silent phone calls received and interpreted as nuisance calls were actually from them.

In a subsequent phone call, that wasn’t silent, I was assured that I would get a refund of £62.84 that was overpaid because my contract ended half way through a payment period. My contract ended on 25th August. It is now 5th October and I am still waiting.

The impression I get from this awful experience is that Virgin Media make it as difficult as possible to cancel their services. As a result, I have cancelled all other Virgin services I use, even Virgin Wines. There are plenty of other services I can use.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Stoke-on-Trent Virgin Media  
I’ve been a virgin media customer for over 20 years up until 3-4 years ago there service was good until I started have lag and interrupted service will after continuous calls I finally was told there is high utilisation in the area and should be fixed by January 2016.Well after upgrading my internet with virgin media from upto 70 gig to UPTO 200 gig in just a week I’ve had to contact them every other day with this totally rubbish service so I get an engineer come out just for this engineer to tell me that there is still a high utilisation and should be fixed by January 2019. None of this was told to me when the operator was signing me up to another 12 month contract please beware if you in the Northfield area of Birmingham as this isn’t just by myself it’s the total area
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Before I signed up with virgin media through Currys store I wished i'd looked online for reviews because I have regretted it till today. Biggest rip off all time they even changed my broadband package without informing me and charged my over £100 until I luckily received the email and rang them to sort it out. I had no option but to be stuck with them and now thank god I've only got till December left thank god because I will never EVER go or recommend them to anyone. Staff are useless and your on hold for over 10mins untill you decide to hang up once you fed up. I honestly hope they get exposed for their rip off deals. P.s if you try and cancel your broadband you will have to pay the remaining amount which aint worth it really. Good luck to everyone because I feel like I'm finishing my prison sentence with them
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Selhurst Virgin Media  
I WILL KEEP IT SHORT.

1. They break their contract by putting up the monthly price and then charge for the privilege of leaving them.

2. There is no phone number on the website that I can find. When you do get their number the staff are rude and unhelpful. Expect a long wait.

3. Broadband speed is not what they advertise, far from it. As low a 5Mb/s

4. Tivo box is cumbersome and slow to navigate.

5. Broadband is not reliable especially at peak periods.

6. You pay a premium price for a poor product.

If you sign up with them you may live to regret it.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
We bought Virgin Media Broadband and immediately had to buy the booster pack because the connectivity was abysmal. After receiving the pack you have to call Virgin just to activate it (a bit unnecessary), it worked well for a about a week before I had to call their team again due to the booster not giving any internet. Their customer service is dreadful, it's like I called a random person that knew nothing about Virgin or their products. They have 'accidentally' hung up multiple times and I advise everyone to stay away from Virgin in the future.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Nottingham Virgin Media  
Every few months the wireless signal range reduces significantly for no reason. Despite numerous reboots of the router and phone calls to Virgin, the problem normally lasts for several days. This time (October 2018), it has lasted for three weeks... and counting!
I am a landlord with three properties all with Virgin Media and I am seriously considering changing provider.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Lincoln Virgin Media  
Sir sh. It Branson increased prices in two years, all his money should be used to saving the planet of plastics.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CURRIE Virgin Media  
I have never been so angry and disappointed with a product in all my life. I have had virgin media since the beginning of August and I have had nothing but bother ever since. First was that I was given a date for install and when the engineer arrived it was only to install tv and nothing else and they said that if I was to accept the install we would have to pay extra to get the broadband and phone installed, I refused as that was not what we had ordered. This happened for the second time and for a third time, we eventually got it all installed after a long wait and a few wasted days off. I have complained many times about my broadband not being the speed that I am paying for. Also I got the wrong contract as when I first ordered my bundle I asked for sky sports and it wasn't put on my account. When I phoned about this they wouldn't believe me and I finally spoke to someone who asked me to send the paperwork to prove that I had ordered it. I have now had 2 engineers out to look at my broadband and the engineer that was out today said that we should be able to get our contract cancelled at no extra cost as we aren't getting what we are paying for. We only get WiFi in one room and when you go downstairs we get no signal. The customer service that I have received has been the worst ever, I wait on the call for over an hour and then just when I'm starting to talk to someone finally, they hang up, this has happened 3 or 4 times now and no one ever phones back which then means I have to call back and spend another hour waiting to talk to someone and I always have to start again which takes a long time to tell them the whole situation again. I have asked repeatedly to cancel my contract and I keep getting told I have to pay £240 cancellation free. I do not agree with this because I am not getting what I have been paying for. The engineer that was out today said that I was to call at 7pm and by that time his report would of gone through, but when I was on the call to customer services they said that they didn't understand the report. I have been told so many different things about it all, I even had someone on customer services tonight tell me that they can see I've been using my phone but how can that be when I don't have a phone connected, when I said this to the guy he quickly changed his story to say tv not phone, and I think it's terrible that you can charge someone a cancellation fee when I am not getting what I'm paying for. I have been told that Virgin had tried to call me and left voicemails which they didn't, I have had enough of it all and I'm going to take this further now.
Regards
Atef
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
CURRIE Virgin Media  
OK so this is now a part two of three I guess, my first was a couple of days ago, and an engineer has come out since then.

Long story short, all was fine for 3 weeks, then for almost a week the system was working only at 12mbps anywhere really, then just literally minutes before the engineer slot was to happen, it jumped up to 80mbps in the living room (hub location) only.

It fell back to 12mbps. 2 hours later, the system again jumped up to 80mbps in the living room and a better but paltry 30mbps in the kitchen, twelve feet of open doors away.

Five minutes later, the engineer said he would be there in 5 minutes. I know, right?!

Engineer does his bit, discovers two faulty connections, and as a result of one the phone began working.

The eventual decision to change the hub box seemed moot, as it behaved in the same, better, but changeable fashion.

Here is the upshot of the visit:
- faulty phone connection sorted
- faulty/not fully plugged-in fibre connection pushed fully home
- wifi began behaving as follows:

Cyclical, seemed to go fast then slow in cycles of a few minutes. I began to think virgin had a special way of throttling, that did not choke the data speed to a fixed low level, but cycled it high/low for five minutes each.

Hitherto, I was able to treat power of wifi as inter-related with speed in mbps. IE if we had 4 arcs of wifi, your speed was good.

The virgin system is not like that. I have wifi boosted it to heck and back, and it still just permits 12mbps. this is too clever to be by accident - 12mbps just about permits HD video but of course the BBC iplayer, has dreadful and unusable lag at these speeds.

12 feet, and the signal has to take a left turn into our kitchen...dead. From 87mbps, to 68mbps in the lobby then 14mbps in the kitchen.

I find the entire matter confusing. I think, there IS throttling of some type occurring, BUT another component has become apparent - I need to make use of my old ASUS 68 router it seems, that I used to avert all the BT hub problems we had, for similar reasons.

Virgin in common with BT, seem to meddle regularly with their hubs/wifi units. So, in short, the advice is to get into your virgin hub (xxx.xxx.x.x address you can google it) use the password off the bottom of the hub unit, and set it to :

MODEM mode.

Now, the virgin unit does not do wifi. Now, you can use a decent unit to do that with, and ASUS certainly is an improvement. It has aerials and stuff.

So now, I will be able to deal with a known quantity, that won't update unless I make it, and the virgin unit just acts as a modem, not modem and router/hub.

Basically, someone else online has a video and all they did apart from the settings thing, making virgin box modem only, was take a rj-45 and cat 5e or 6 cable, from virgin box to asus router.

That's as far as my planning has got. Part three, will be when I have solved this, by actually implementing a solution of the type outlined above.

Setting the virgin hub to modem only, is by logging in to that xxx... address as above, then putting in the password on the bottom of the hub unit of virgin's, then it is in 'advanced' I think, or 'router' or something to set it to modem only.

Back later with results, I cannot fathom a company producing the most advanced infrastructure in the company then lumbering customers with a creaky under-powered microwave unit (that's what wifi is).

I also saw a guy advise on how to pump up the power of a BT hub to reach anywhere through walls galore, but my brother said ' You sleep right beside that hub don't you bro?'

I think he was implying my brain would get fried. I bought the ASUS and put tin foil behind it instead. Part three later then...
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    3 stars
west yorkshire Virgin Media  
Thieves putting price up by £4.00 constant crackly phone line, as others have said customer sevices a joke now lost £65 per month as leaving to go to sky laugh that of thieves
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
edinburgh Virgin Media  
Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    5 stars
Bristol Virgin Media  
virgin media used to be great but now service is terrible ,trying to actually speak to someone is virtually impossible
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
glasgow Virgin Media  
Customer services is the biggest joke on the planet. If you could understand them it would help.Never listen to their customers. It is the only internet provider that insists on restarting the router every time there is a problem. Was told to move the router away from all other electrical devices and to have sitting in the middle of the floor of the room.
Speed when it works - a snail goes faster. Pen and paper and a stamp works faster.
Price increases at least once a year for a declining diabolical service.
More money, less speed.
Can only assume that the price increase are to now pay for the rebuilding of Branson's house after it was destroyed in the hurricane as well as his space project.
Also get rid of Usain Bolt off the TV and reduce our bills instead.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Banstead Virgin Media  
Service itself is awful;
- broad keeps disconnecting
- tv package is extortion and not worth it

Customer service is the worst;
- needed to call every month
- not helpful nor sympathetic
- they just want the payment and that's all they care about
- waiting time is atleast 30min for uselessness
- they don't make notes which makes it harder for me every time I call after
- they give incorrect information!!! Which then effects my time and money

Honestly, virgin have wasted my time and money this whole entire year and I would not recommend this to anyone and I can't wait until my contract finishes
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Dunstable Virgin Media  
Constantly raise prices and appalling customer service. If you want to spend hours on the phone on a regular basis -sign up to Virgin.
Avoid
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
Tried to cancel my virgin after 10 years with you and your telling me I can’t becauae I forgot my password. And I give you my notice and your still telling me I can’t until new password has been sent. And you are continuing to charge me for a service what will be expired.. I’m seeking legal advice people should avoid this company at all costs
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stoke Virgin Media  
BB line speed / WAN connection is very good but that doesn't mean so much when the wifi signal is so poor in adjacent rooms. Worst of all when they have an outage it takes days usually 2 or 3 , to fix. We have 2 or 3 long area outages per yr and in all cases it has taken 24 hours before they even send anyone out to look.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Wandsworth Virgin Media  
Currently I cannot access my e-mails and Virgin Media's Contact us facility is futile and frustrating. I need to communicate with other parties and in some cases this inaccessibility is jeopardising my life but hey ho I'm just another stupid subscriber paying a premium price for an inadequate service.Time to change my Internet Service Provider not to mention phone and TV.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Well, shucks, don't I wish I had read these reviews first.

This is the end of September 2018, and about two weeks ago we had our Virgin installation and for about ten days it was almost incident-free bar some restarts out of nowhere, and my 'ookla' speedtest app on the ipad recorded 70mbps.

That is the good news over.

The entire town has been ringing to the sound of two-stroke stone cutters as pavement after pavement has a slot dug and fibre cable laid. Now, I could carp and say as I am no longer full-time employed, this ruined the best summer weather-wise I can remember...but at 200mbps promised, it seemed churlish.

Now, two warnings arose as the salesman pressed us - one, he did keep saying 'megabytes' to describe the speed. It is rated in megabits per second or mbps for short.

Two, he was not actually all that keen to flog us the 200mbps, preferring to labour on about cost savings per month and the 100mbps package.

I will save you wondering why - when I called yesterday saying my 200mbps had dumped to 12mbps for the last 48 hours for no reason I could find, the obfuscation and lack of clear or helpful tech support came shining through.

I did have to be pretty rude at times to for example, not accept the techies view that it was important I wasn't in the same room - I explained it was ten feet and an open door.

He wouldn't shut up, motored on with a rapid wordage and accent that I could not figure at times. I literally had to let it all float over me and just say what needed said at the end. It was motormouth like sales patter is when it is flannel.

He said it was the hub needed settings changed. I was agape. 'Let me be clear, you want me to log into my hub and put the password in to make technical adjustments?!' I said absolutely gobsmacked.

Yup, he wanted me to start adjusting widths of channels for the wifi.

I stopped him. NO I said. The tv apps started to show a buffer circle, and then I went to the ipad app to check speeds on the line.

The tv is hardwired into the virgin kit by the engineer. It is all cables, I said. All together. It all worked and my app showed 70mbps until Wednesday midnight or so.

It has crunched since then.

I left BT because of incompetent technical support and installations botched. (They used an old alarm cable - no really - to put the 70mbps signal through. For the technical, it's got no shielding and it's only good for phone calls. I installed it pre-broadband FFS. It has no markings like cat 5 or cat 6 or cat V so the BT guy ought to have known. Upshot - 8 months of intermittent failure and changing parts in my PC until I found out what the muppet had done. Anyway....I fixed that, and we just had to tolerate the very average mbps thereafter.)

Back to Virgin...we have a tech appointment booked. Now, Rakesh on the phone, said it is a hub that needs replaced. I know this is unlikely. I say, Virgin have throttled us back after a ten-day honeymoon, and it's gone to heck since half the town switched to Virgin, following the outrageous promises and the summer installing.

I am an IT specialist. It's not the box, unless the box has an emergency backstop to go to 13mbps or so, which it has now defaulted to, because some part is fried.

Rakesh said initially it was an auto adjust patch of software that had failed to work properly, hence the manual attempt to make changes.

Blah blah.

Not happy...I can smell what's coming, I will not have 11 months of this before bailing. BT was better than this, even if it did take an ever-increasing sum of money and 18 months to get stable. Oh, plus I got a good ASUS hub with three aerials, and a piece of tin foil behind that, to magnify/focus the wifi forward - it works.

So here's the obvious rule emerging - it costs £1 per mbps to get broadband that's good, along with a phone line etc. per month.

We are on a 200mbps with Virgin and the best I saw was 70mbps for ten days. At half price of £34 per month - there you go, if it works, it is only 70mbps not 200 but that's good enough, and surprise, £1 per single mbps. BT ended up at about £67 per month for 40mbps to 73mbps.

They only came up once Virgin started digging and stone-cutting.

This broadband lying thing, is so commonplace, not even regulators expect or can enforce anything else.

The practical fix for us is to go back to BT and using the freeview channels on an ancient skybox and satellite dish.

My problem is even if Virgin fixed this on Monday, at the tech appointment, I have no confidence until ten days or so are up, and if it plunges, that will likely be it for me.

I don't want to argue all day with a tech guy I cannot understand. I don't believe they know what they are doing, and they seemed pretty able to fob-off. Were I less forceful or less knowledgeable, they might have told me it was ok, and signed me off when they tried to get me to watch the tv app and if it was ok, say all was good.

Unpleasant, patronising, circular, I just find this tiresome, this broadband baloney. I buy a car, I expect a 2 litre to be 1998cc at least. Don't sell me broadband quoting 200mbps, lie about the faults that arise, then try and make me wear the 5% of that service I get soon after install.

No, it won't do.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Yorkshire Virgin Media  
Phoned 3 times today.
1st time to get my virginmedia password re-issued as I couldn't get it sorted on line. I got a very helpful lady with an accent that makes me think she was not UK based. it took a while and she tried very hard to help and eventually she got it sorted, I think the problem was the system rather than her. try getting them on Webchat, I have for 2 days and got absolutely nothing, anyway we got there in the end.
The 2nd phone call was to query my bill, I got a man with a accent which again made me think he was not UK based and he repeatedly answered a different question to the 1 I was asking. He kept telling me no discount possible but I hadn't asked for a discount, I was querying my previous bills. He them proceeded to give me a postal address to send my correspondence to. When I asked for his manager, he said he didn't have one. I was starting to think he was being deliberately difficult so I thanked him for his time and hung up.
The 3rd time I phoned was to cancel my contract as the previous idiot had annoyed me that much (and I had a fairly good offer from SKY). I got a man with what I think was a Welsh accent, he couldn't have been more helpful or honest if he tried. He directed me to where I could resolve my billing query and made me a pretty good offer for renewing my contract.
The actual broadband is quite good if a little unstable at times. I have had terrible experiences with Both BT and Talk Talk before so all in, they are not the worst.
To Virgin media management, sort out your customer services. Cheap foreign call centers are not cost effective if they are losing you your customers.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Derry Virgin Media  
pretty mint. would buy again, top quality
blackpool Virgin Media  
Disgusted. Being charge for landline calls Ive never made, customer service cannot figure it so they keep transferring me. Customer Service are full of LIES!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicester Virgin Media  
I'm giving it one star because of how ridiculous the customer service line is. You go through the menu system, then it says "Please check your equipment and call back if you're still experiencing problems."

I just went through the entire menu system and it didn't even put me through to an operator, just a message saying to check my equipment.

I always have to call twice because of this stupid system.

This is extremely unprofessional.

Also, my internet goes down frequently with Virgin and sometimes doesn't come back until hours or even a day or two later.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
More of a review of their after sales service department than a review of the broadband which, when it works, has generally worked well. The problem lies when it fails, which has become more frequent of late, and the resulting palaver of trying to get it fixed. Every time I ring up with a issue, I end up shouting at someone because they argue or ignore what I'm saying, or fob me off. Recently, they have resorted to lying as regards the whereabouts of a missing technician, who was due between 1 and 6pm, but turned up at 8.20pm when my missus had gone to bed and the kids where doing their homework. Needless to say, the visit was declined. I accrued one and a half hours on hold on the phone after 6pm, just trying to find out where the tech was, without success. If they can't even locate their tech, without upsetting a customer, then how are going to deal with a real fault?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
St. Helens Virgin Media  
I'm trying since 10 days to talk with one of the staff of virgin media and I'm asking him to help me to find out a broadband for my house, everytime I call him he says to me 'I'll call you back tomorrow" but he never calls me back!! Very bad customer service!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Worst costumer service advisories, no help I signed up to a 55 pound contact and with no notice they told me my bill is now £191.90 nothing but excuses on the phone no help at all told me I can have free view channels for £67.40 a month this is a disgrace !!
Liverpool Virgin Media  
AWFUL!! avoid at all costs!!!!!!!!!

AWFUL avoid at all costs!!!!!!!!!! Can never get an advisor on the phone unless you hold for 30 minutes. Web chat is poor wasted an hour trying to answer my query and complaints team were useless just advises to speak to customer services. No options on the website to cancel subscription services in fact the website is built to prevent cancellations. Constant problems with the internet sometimes your informed about disruptions more than often not and again there's no advisor to speak to or any compensation offered.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Virgin Media  
This is based on Broadband only. Very poor customer service (call centres based in the Far East); the reps are helpful, though sometimes difficult to make yourself understood, its mainly the process and irritation of (finally) getting through to someone. Speed and reliability are generally ok, though bills keep going up with little or no improvement to service.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cheltenham Virgin Media  
I signed for 200 speed but never get it enginer visit it 2 time but still very bad speed very disappointed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
W5 2ej Virgin Media  
The staff of Virgin Media were supercilious, patronising and entirely unhelpful.
Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit.
Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges.
If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one.
They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
100mb fibre optic broadband and just three iPhones still slow. Need to keep restarting router or change settings to boost up speed. Every year they put up the price whilst the speed is low.... decided to leave as previous Sky normal broadband was better than virgin fibre optic.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Slough Virgin Media  
I wanted to convert provider because the internet was poor and they keep on adding price on the internet bill.
They wouldn’t let me change ,cutting me off when I’m trying to explain why I want to conver and kept on giving me deals for “better” and more expensive broadband deals that probably will not make a difference, if not make the problem even worse.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Birmingham Virgin Media  
I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Basingstoke Virgin Media  
Appalling Customer Service, Slow broadband speeds, Could not care less attitude. Over priced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
lower piddle Virgin Media  
Only had it a week or so keeps freezing ,to look for a Chanel you want to watch you have to scan past loads you can not get l wish l had not left my last provider,
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Walsall Virgin Media  
3 years of my own money with virgin and my family have been using them as our isp for about 7 years prior so you can call me a "loyal customer".

Here are the packages i've been using with virgin for my uni households and family house over the last three years and a little opinion of each

100mbs package-6 household: unreliable even when all of my roommates where out of the property. top speeds were great, too bad they only occurred once in a blue moon.

200mbs package-5 household: Somehow even slower than the previous package even when using a powerline or access point.

50mbs package-3 household (family house) Somehow better than the other 2 at first then just devolved into digital diarrhoea making literally any competitive game unplayable.

Me and my roommate when with virgin again because they've "gave us a deal" but they managed to create an entirely separate account for my upgrade. this meant when it came to actually activating my account I was on the phone for 2 hours being passed around to 5 different people with the last guy being particularly unhelpful about the situation. they said they would put in a support ticket and make a note of this on my bill but nothings happened with this. I'm hoping I can move into my new house on wednesday and just play a game of csgo without having everyone twitch around like a bunch of epileptics on speed going through a wormhole, but I have little hope.

I've been beyond patient with this company and this is the will be the final contract for my student household and my family. eat a blue waffle virgin

Sincerely. Fran x
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Gateshead Virgin Media  
If this was reliable then it would be fantastic 200mb BUT ! and it is a massive BUT ! virgin reliability is worse than utter and total incompetence. They do not care about existing and even new customers they can not cope yet still take on new customers and at peak time our service can drop to 20mb and today it reached a new low of under 2mb YES non fibre can be quicker shame on Virgin media get a grip and honour the contracts you enter with customers they are legally binding for you as well
Do I recommend virgin media broadband NOT AT PRESENT TILL THEY CHANGE AND THIS MEANS A LOT OF TOP MANAGEMENT NEED TO BE REPLACED
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
manchester Virgin Media  
Frequently the download speed is quite high (but still around half of what is promised). However, the service very frequently has significant lag or short time out, making my authenticated logins for work drop out. As another review wrote on here, I would rather have half the speed and reliability. On some occasions the download speed very slow or none existent. For instance, the whole of this weekend download speeds were between 0 and 8MB/s. More worryingly, while the service was so poor, the Virgin Media site reported that there were no service problems in our area!
I have terminated my contract and gone elsewhere
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
ASHTEAD Virgin Media  
Constant drop connection if you are a gamer or like to stream vids or netflix keep away good speed but unreliable service you will keep getting disconnected go with a more reliable service over speed. When I had issues please see how the handled it(it's terrible). The technical team is not trained to handle calls I had some on walk away from their phones and not tell me they are going to put me on hold, I had someone blatant lie to me about they cannot make outbound calls when the previous guy called me back, I had someone even hang up on me as I was expressing my frustrations which made it worse. I eventually got an engineer to come around a week later to only be told that there is a fault on the line and I have to wait another month to get internet. When I finally called to terminate the service the guy I was speaking kept trying to sell me things instead of trying to get my service up and running faster. Dealing with this issue has been absolutely unbearable.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
London Virgin Media  
Had for one year. Never to my knowledge lost connection. Overseas call centres a little harder to plow through as they read from a script but always get there in the end. Haven't tried to leave. Just had a price increase as been with them over 12months. Going to try and ring and get is discounted down for loyalty. Only have broadband so not too expenseive
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Colchester Virgin Media  
I live in area 21, our Internet has been intermittently down for 6 months (yes... SIX MONTHS!). There has been an snr issue for over 6 months that virgin has failed to resolve. They have given fake estimated times of resolution which are never met, month after month we are assured that the Internet will be resolved by a given date. After that date, the Internet still drops. We receive drops outs of over 10 hours (the longest was 16 hours). The customer service is horrendous, they don't even (at minimum) call the people affected to even attempt to explain the matter. It's a whole post code that is affected yet that isn't a priority (the level of priority of P4. P1 is the highest level of priority, up to p6 I believe)

We are not given even compensation for the utter inconvenience of over half a year of intermittent Internet. They just reimburse us for the time the Internet was down. If I go to a shop and buy something, or pay for a service and that service isn't acceptable, at bare minimum you are reimbursed with what you should have gotten, plus atleast store credit, ATLEAST. Virgin, with their horrendous customer service, have said they can only pay back the money for the down time. (to put that into perspective, if you pay 30 pounds a month for Internet, if your Internet is down for 24 hours, so one whole day, regardless of you having to eat I to your minutes calling them, then they put you in a queue and bounce you around for an hour, regardless of you having to use your own Internet, run out, purchase more Internet, regardless of the inconvenience that it caused if your whole family (a family of 5 in the house, all who use Internet) having to spend extra money in this fashion, regardless of deadlines you need to meet, research you need to do, personal things you want to watch online, coursework that needs to be completed, jobs that need to be applied to, YOU GET £1 BACK!! ONE POUND. For all of your troubles, you get a pound back. It's outrageous.

You may question why we are still with virgin, it's because we have been promised time and time again that by a certain date the Internet will be fine and we will receive no issues after that. This has happened 4/5 times. It's disgusting, and virgin have not even reached a hand out in apology.

This is not the only issue. Although it is a major issue, they are also deceivers. Treacherous liars. They called us a few months back saying we needed to change our contract we had with them, threw a bunch of big fancy words at us and said our contract is ending and we need to change our to another, more expensive contract. We're not that dumb. We said we know our contract and we had no specific time frame to keep to. We had the proof to show that, and we didn't pay into a new contract. The next bill of ours went from £40 ish pounds to £50-£60!! So we called them, explained the issue, they apologised and reduced our bill to £10 less than our original bill (to £30). It's outrageous that such an issue would occur.

Moreover, their customer service are so pretentious. I work in IT, I'm a second line engineer, I know my stuff. So when I call, I will speak to the customer service as I would speak to my own colleagues (specifically and precisely, using IT terms the layman may not understand). The customer service team, almost every time I call, as I speak they cut me off, they raise their voice over mine, they don't listen to me and continue talking as if what I'm mentioning makes no difference, at times they would speak rudely once they realise I'm not budging and will say my piece.

We have changed our router roughly 4 times. Virgin insisted the issue we faced (almost 7 months ago) was due to our router. After the 2nd time, we realised that this is a bigger issue than just our router. We mentioned to virgin that there is a bigger issue, to which they replied that they cannot do anything further than changing our router and checking the cables unless others in the area call up that their Internet is also down. One of the technicians came (quite fortunately) at the time of the Internet being down. He sat there confused as to why it was down. He plugged in another router "just in case" and we waited... Still no Internet. He was confused and said he's not sure what the issue is. A few months later they said there was an SNR issue (single noise reduction issue. Which is basically a faulty wire that sends data back up to the router in the back of everything and causes the problems I mentioned). So now that they know the issue, the fix is simple yet tedious. Find the wire if they hired me, ran me through things and gave me the equipment, I'd do it myself! But they can't even find the root cause of the issue, all these months later, nothing.

If a person wants an Internet service provider, don't go to virgin. Their amazing speed that they have means nothing whatsoever if you can't make use of it

P.s... My Internet right now is down

My area reference is 21 and my account number is 666078401
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
LONDON Virgin Media  
Similar to the other reviews recently submitted, Virgin Media's broadband service has been intermittent. Initially the service was fine and quite decent. However since the spring of 2018 it has been experiencing complete outages. During the entire month of June it was not functional. As per many reviews their customer service is indeed appalling. I have moved to Zen Internet and hope their service is better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
DO NOT GET VIRGIN MEDIA! IT'S GARBAGE! I am paying for 200mb/s download speed and I'm getting 30mb/s and one day it was0.9mb/s so I called them and they fixed it for one day only. they lie to you, it works perfectly fine for the first 3 months but then the speed slowly decreases. It's a scam! DO NOT GET VIRGIN MEDIA ANY OTHER BROADBAND WOULD BE BETTER THAN THIS!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
High Wycombe Virgin Media  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
I have been with virgin for years and just renewed my contract. I phoned back a week later to have a boy with attitude in his voice he handed me over to another woman the reason I phoned wasbecause my tv services were not working correctly. I thought I was in my right to ask for a new box because my one is 3 years old. I got told no. I got told I can buy a new one. I believe why should I buy one from them when I’m finished with virgin they take/ask for them to be sent back anyway and also I just renewed my contract. So I asked to cancel my contract because still in the 14 days free cancellation time. They tried to charge me £170 something for leaving them. I told them no I’m within the free cancellation time. They realised I was right. If I didn’t bring this up would they have charged me? I would have stayed with virgin if only they gave me a new tv box. Shame on them I will use someone else now
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
i would give 0 stars if possible its been almost a year ive been getting rubbish internet on speed test it gives a maximum 20mbps when im paying for 150 and when i call them for a day or 2 they fix it and then it becomes rubbish again right now i just checked and its 5mbps. i guess im stupid for staying with them so i decided to look for new internet provider and when i find one im defently leaving this one.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
bromley Virgin Media  
Been with Virgin Media for several years. Normally decent speed. No issues until recently when line failed suddenly. The customer service I have received has been awful, resulting in me raising a formal complaint which Virgin Media even failed to respond to within the promised timescales.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Southampton Virgin Media  
We have been with Virgin for a few years and they have ripped us off, adding things we didn't use (eg more speed than we ever wanted or needed), then increasing our bill without any choice within a few months! They have charged an arm and a leg for phonecalls, and not told us about better tariffs, even when their marketing guys phoned us and we asked if they could improve things. I am a customer who usually stays loyal to a company but this time I can't wait to change to someone more reputable!
  • Speed
    5 stars
  • Reliability
    5 stars
derby Virgin Media  
I ordered (or should I say tried to order) a phone via virgin media. It was for the Samsung galaxy s9+ and a 3 year contract. They cancelled my order without telling me and without giving me a valid explanation as to why they cancelled. I have phoned up more times than I can say, being passed around from pillar to post and not one of their workers has been able to help me. I was told I would be contacted but no I have not been contacted. So keep your damn phone. I will take my business elsewhere. Your customer service is abysmal beyond belief. Please also get people that speak better English on your phone lines.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Portsmouth Virgin Media  
I am 'lucky' enough to have only one other household on my branch so my mbs download speed is fantastic. However: I often online game and regularly have timeouts which cause the game to lag briefly. This is often not noticable for most apps but utterly ruins online gaming. I would rather have a slower but consistent connection.

Their customer Service is appalling. The call centre staff have very little knowledge of the services being provided or the hardware. One guy kept repeating steps i should take to improve my wireless connection even though I kept reminding him I wasn't using wireless but ethernet cable! They are hopeless, and follow a script that seems to be designed to deflect any blame from their service and apportion it to your hardware.

Their broadband speeds are fast but not solid. If you are an online gamer, avoid
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Cheltenham Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Highbury Virgin Media  
very very bad company , i have 200 MBPS , and its giving me 0.62 MBPS on speed test, its been like that for 3 F***** weeks , and what ..
when u call for service they'll tell you that we know the issue , so try to fix it you stupid dinguses , very disappointed and looking forward to change service
Oldbury Birmingham Virgin Media  
Rubbish!
I switched from sky to virgin media and its absolute rubbish, its not a very stable network wifi is always off and on and not that long ago we were with no wifi for 3 days! not worth the money!
  • Satisfaction
    2 stars
Virgin Media  
Had date arranged to leave next month after many years as the cost was too high and £32 OFFER on phone/broadband was only for new customers ,so I SENT E MAIL TO CEO and was pleasantly surprised to get a phone call from virgin offering loyalty discount at £32per month for 18 months. might be worth an email for others in the same boat ,I was polite pointed out how long I had been with them,and that friends and family were of a similar opinion and were also looking to find another supplier ,good luck
gt,harwood Virgin Media  
Worst provider I have ever used. Customer service is appalling. Started by Virgin Media contractors visiting the property we had not moved into to lay the cable without our knowledge or consent, after we agreed to starting the contract with them after are move in date, putting our house purchase in jepeordy. Tried to make a compliant and was put through to various different departments and repeated my story to multiple personnel, non of whom understood what the issue was, which I think is a deliberate ploy to deflect the issue and make you exhausted and give up. When we moved in we were promised that we would keep our previous phone number being given a temporary number, and then are original number from are previous provider, this was fine for approximately two weeks. This number was then taken away and changed with no notification from Vigin and we were allocated a new number, finding out by trying to phone home and the line being dead.. Phoning customer services again and after several phone calls and being on hold for several hours, I eventually after repeating my story on x5 occasion to different people, was told I would have to keep the newly allocated number with no apology, and they blamed the previous provider..I now a few weeks on from this cannot access my billing information online and am dreading contacting the customer services again as I know they will not resolve the issue. Please please avoid Vigin Media, they will promise the world from their UK based sales team. But trying to get any support or any degree of reasonable or honest customer service from this company is impossible.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Leicester Virgin Media  
Worst company ever.
Equipment is not delivered, finally get it two weeks later and it doesn't work.
they recommend online chat, doesn't work.
Need to reset the internet every day as it is rubbish.
Just phoned to sort fault out, after 15 minutes and being on hold, the Indian guy said I will transfer you to technical support, I ask who he is, billing. Oh my god, I can't describe how unbelievably useless, incompetent and rubbish they are.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Virgin Media  
Broadband slow and flakey, dipping out frequently. Customer service even worse than the broadband itself. Can't get hold of anyone. Online chat usually unavailable, phone takes hours to get through and then you get cut off. Poorest service I have ever experienced. Cancellation is in the post.
  • Satisfaction
    2 stars
  • Speed
    2 stars
Gloucester Virgin Media  
complete rubbish can't say a nice word right now 5 days already out of internet
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Harrow Virgin Media  
Poor customer service from day one and now have been on hold for 20 minutes to cancel this sad service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ealing, London Virgin Media  
My internet has been down for 7 days, my neighbors also has virgin, and thier internet is working, but Virgin refuses to come out to check my internet connection because apperantly there is also a faulty in the area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Harrow Virgin Media  
Be aware of the last Virgin Media extortion scam when moving provider!

I'm a Virgin costumer for some years , but as the prices keep rising and rising , I had to look for another provider. I choose a new provider last week. My package with Virgin is the "Player Bundle " with a cost of £45 monthly . NO EXIT FEES !

Yesterday, I received from Virgin Media , this email upgrading my package.

I immediately call the costumer service to cancel my services. After waiting 15mn and another 15 of silly verification they told me that I couldn't cancel ! I'd to call again after the 18th of Septembre date when my services will be moved to the other provider!

Today I called the costumer service again, and manage to cancel my Virgin account after the 9th of October, BUT, I've to pay for the unrequested service upgrade ( 68.38£ on the 17th of September) plus the £45 of the actual service ! As you can see on the email transcription .

This is absolutely unacceptable ! I hope there's someone o can help me to avoid this extortion scam ,

Hi Jose,

Thanks for making those changes to your Virgin Media package. You won't need to sign a new contract.
Quick recap of what you now enjoy:
Your new package now includes:
Mix TV
We've removed:
Player TV (M) - Telephone Line Rental - Talk Weekends - Premium Rate Barring - Free Voicemail
Here's how your changes take effect:
Service changes were made to your account on 26th September 2018
These changes will take effect* from 26th September 2018
Your next bill will be £45.00✝ and will be created as normal on 17th September 2018
The following bill will be £68.38✝ and include all credits and adjustments based on when the changes took effect, this is due 17th October 2018
Your new monthly bundle cost thereafter is: £54.11✝.
We've attached a receipt will full details of your new package, plus all the details of costs. If you have any questions about your bill, please visit My Virgin Media.

Kind regards,

The Virgin Media team
* A 30 day notice period is required. You will notice the service change after this period.
✝ Just to let you know, this cost doesn't include any call or Pay per view costs. It doesn't include any outstanding balance, payment handling or paper bill fees either. Just your monthly bundle cost.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Werry bad conection ,speed Max 3 mbs .Not more Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Peterborough Virgin Media  
Unreliable, the service drops every few hours for 5-10 minutes while the modem resets. The help desk (when you can get through to them ) just fob you off with nonsense and when you escallate to management they just do the same. When the engineers turn up, they know the virgin network is unstable and are powerless to fix it. This company clearly isn't interested in customer service and just want to take your money for nothing. The worst customer service from any company I have ever experienced.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Internet is constantly terrible keeps dropping out. I pay for 200mb and can barley watch Netflix most of the time I end up using my phone's internet. Tested today a few times and ranged between 0.03- 10mb pathetic considering I pay for 20times the fastest speed it's delivering. I spoke to the useless tech team what a waste of time ( unplug everything reset the router check the connections I've done all this several times) then a service engineer comes round bungles his way through the the same as I've already done then tells me he will drop me off a new router as doesn't have one in the van. Never returned contact virgin media again explain this nothing done . Contact again "you'll have to speak to the tech team" and the cycle continues. I pay for a service and get nothing will not be renewing my contract. It looks like I'm not alone as pretty much everyone I speak to says their virgin internet is the same.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Virgin Media  
AVOID AVOID AVOID!!!
Awful customer service. Impossible to cancel even when out of contract.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Signed up with them the salesman promised virgin would pay the cancellation fee from talk talk just phone them he said tried calling premium line no answer called salesman he just hung up can't even get in touch with virgin to cancel total con rip off merchants customer service non existent worst company I have ever dealt with AVOID like the plague
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wilsden Virgin Media  
I pay top whack for 100mbs as advertised and 'promised by VIRGIN MEDIA. I do not get even 30% of the 100 mbs, and have not received anywhere near100mbs since the contract began. I sometimes have a blackout with broadband. If I phone 150 I am responded with automated service. I am told to put the phone down and wait a few minutes and try my broadband again. If there is no change, then to phone again.....Remarkably I am then back online, BUT my speed has remained as slow as ever 30% of my 100mbs paid for. This has become a regular occurrence. I know the best thing to do is change service provider, as VIRGIN MEDIA has gone down hill ( to the bottom of the pit ) It will not be long that I will change providers if the treat their long standing customers like this. I shall give them a little more time to pull up their socks, and then they will see the result of their inactions
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Gloucester, England, UK Virgin Media  
The only thing am going to say is, I will not be renewing my contract when it's up. Stick with sky and BT.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    3 stars
Londonderry Virgin Media  
It's fine when it works, with good speed, but reliability is awful. It goes down for hours at least once a month - and as I work from home that's incredibly disruptive. Will not renew.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
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
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Essex Virgin Media  
The basic product is fine - good even. So this maybe should rate three stars.

But the customer service and ability to communicate with Virgin Media is atrocious. They hide behind the web site and help lines where you can wait 20-30 minutes, promised call backs do not happen, email receipts to electronic communications are received but then no follow up.

The premise seems to be if they make it SO difficult for you to complain you will go away. Sorry, that is not the way an ethical company should operate.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Hampton Virgin Media  
Two hours wasted on Virgin Media customer service line and I do this regularly on monthly basis becuase of silly billing issue that they still aren’t fixing after all of these hours on the phone. Add to this the careless attitude of their customer service representatives. This is how fun it is to be with Virgin Media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Virgin Media  
COULD NOT BE MORE HORRIBLE IF THEY WERE ACTIVELY TRYING WITH ALL THEIR POWER!
I do not know where to start:
- I waited (literally- I have screenshots for anyone interested) 2hr to get any customer service
- The internet was super slow
- The internet did not have sufficient range requiring a Wifi booster we had to pay for in a 2bdr, 1bath apartment! (btw even after the wifi booster the internet has still terrible speed and connectivity)
- The most incompetent people and customer service- never could you get anything fixed or done
STAY AWAY!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Great when it works. Reliability is a problem though. Creeping price rises for the unwary
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Flitwick Virgin Media  
The worse customer service and not o my. Frauds and liers! Not to be trusted in any case! totally irresponsible!
I used them the first time in my old address having a very good offer that I really didn't want to lose. I moved temporarily in new address and not to lose this offer till I get my permanent house I kept paying them the bill. One day I got a call from them that the new tenant of my old address would like to have virgin and for that I would have to cancel my contract.And of course it was up to me. However they assured me that the same contract could be moved to my new address nevertheless. 3 months later I called them to ask the activation to my new address only to find out that I had to do that within 30 days and that now I had to pay 35 a month from 18 for the same services!!!! No matter how much I was trying to get this right they simple didn't care.
A while ago, almost two years from that incident my wife decided to go back to virgin due it was the only fibre in our area. She settled up an account on my name at August 26th through webchat. At the 28th we got our equipment but the sockets didn't much the previous provider.
I had a 5 hours and 11 minutes communication with virgin, spoke to 13 different people!!!!!! including managers (6 from customer service, 1 from sales and 6 from technicians) only to find out that they couldn't find my account. And in fact the last One, a tech manager (after 5 hours on the phone!!!!!!) told me that sometimes it takes 48 hours for the account to be activated and he promised me that he will call me when it does, latest the 30th.
Today September 3rd, and of course nobody called me. I went to a virgin store where they still cannot find me, although i got a letter that my direct debit has been setted up!!!
From the store they gave another number to call, which I did, and when finally spoke to them after another 20+ minutes of waiting, they transferred me to another department which after 20 more minutes of waiting they just hung up on me!
These Virgin guys are amazingly big liers and all they care is how to grab your money, even for services they won't provide, which basically is stealing!!!!!!!
Of course not even a word for refund or any form of compensation so far...
AVOID VIRGIN IN ANY COST!
  • Satisfaction
    1 star
  • Customer Service
    1 star
WALLSEND Virgin Media  
Attention Avoid Virgin

Very bad experience from day one joining Virgin 
My first installation don't go ahead due to bad cable installation on the phone for hours then New contract My second installation don't go ahead coz cable non bean instilled inginer left no curtesy call from Virgin bean 3 weeks since my first installation date then I wrote to them with complain letter no answer at all then after my second installation date Virgin mail me 3 contract to sign to I phoned then to cancel my activation coz I loose trust in Virgin they will come and connect my services with a third installation. 
Very Very bad experience bad costumer service can't get nothing right after I cancel my installation date I riceve call from Virgin where I did write my complain was so confident for them call me as soon as I cancel my installation saying sorry you left us we can offer you nothing but only 20 £ after all mess they did rubbish
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I have contract for more then 7 mounths , VIVID 350 fibre broadband ,but always have around 100Mb.When the contract expire i will move to another provider.I`m verry disapointed.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    2 stars
  • Reliability
    4 stars
london Virgin Media  
Terrible customer service. Spending hours on the phone with no real outcome.
Same with virgin mobile.
Only plus point with them is decent speed for Wifi.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol Virgin Media  
Atrocious service. Broadband can be fast, but falls far short of the promises they make. Their internet speed test is flawed (all other clearly show their service is poor whereas theirs miraculously is fine). Internet is unreliable, at times cuts out. When internet does cut out, customer service is unreliable.
  • Satisfaction
    2 stars
  • Speed
    3 stars
Gloucester Virgin Media  
Still have an 'open' account entry but haven't been with them since 2012. Tried contacting them but unbearable call queues.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
As a loyal customer from 2007 i made the mistake of asking to have my media package to be reduced given i no longer required their XL tv package and my telephone line cancelled ( i have two virgin mobiles) . the total cost of my package is 74.50 with internet broadband and an extra tv box for another room 7.50 . After repeated failed attempts to contact Virgin by phone, I opted to use the live chat where i was offered a reduced package of 60.50 , basic tv , no landline , extra box and broadband . Sorry Virgin , but no thanks, when i can get a new contract else where for 18 months at half that price which meets all my requirements , and if i decide to stay after the contract ends, it is still well lower than the one Virgin offers . The part that really made my mind up, i could not get through to their, i wont to leave department , and went through virgin mobile who connected me , serious folks, Loyalty means nothing to these people ! and an awful time consuming experience with their customer service ......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
North East Virgin Media  
I was happy customer for about 5 months, until I needed to change address. Before that internet was fine, very fast, but quite often there were moments of crash. Week or two before moving home I contacted with them, and gave all details, unfortunately there was no cable and socket at the property, so engineer needed to come. They supposed to connect me at 25th July, but day before that date I've got information that there's some problem with cable on the street, which need to be exchanged and we need to wait 2 weeks. Ok, we understood, waited until 8th August. Day before that date I got a call, they can't do this, but they will connect us at 18th. I was angry, but what could I do? Later again day before installation I got a call that they found some blockade that they need to deal with, and they'll connect us at 31st.. Got really angry, after few harsh words I heard that they put us on priority list, when asked about discount we heard, that they can't do anything, but we will be connected soon. To make sure that we're finally going to have Internet I asked TalkTalk to connect us as well. Two days before virgin supposed to connect us.. Guess what, I got a call! Again saying that they can't do this on time, and we need to wait until 12th September! That was really bad joke. I said thank you, I want to cancel my appointment and finish agreement. Then the man tried to keep me and told me I may get some discount on broadband.. They are really funny.. Next day engineer from talktalk came and in two hours get us Internet. The people in customer services are terrible, always some Indian or Pakistani speaking in way that I need to ask them several times to repeat and barely understand anyway.. Also I know that virgin every half year like to rise prices, because that's how they treat my mother. She's also going to leave them. Maybe when people go away they will do something with this. I'm very disappointed customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
West midlands Virgin Media  
Spend 98% of my time trying to get online. Despite paying 50 pounds just for broadband don’t use landline and don’t have tv. I would try to get another service provider but need internet access which isn’t going to happen with these cowboys stay in hawiaii rich b you prob have a star service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stafford Virgin Media  
Trying get to Virgin on behalf of my elderly mum. Waited 50 mins on phone only to be transferred another dept. Been waiting further 3p mins so far. This co is not fit for purpose. Everyone I know who has been with Virgin all report same bad experience with customer service.
Ealing Virgin Media  
I have had to call virgin media upteen times over the past few weeks to change an address. They have continued to use an incorrect address sending all my mail there and services such as hubs and technicians. Every time I have been on the line holding for over 1.5 hours quite often 2 hours - this is no exageration. I have been holding for approximately 12 - 15 hours in total and the problem of changing the address is still not solved. Again no exaggeration. Every time Im told the address has been changed - until a technician doesnt turn up or something similar. Its a complete and utter joke. The teams dont liaise with each other and send you around in circles and if they dont want to liaise with you they just hang up. They promise to call back but dont. And the same basic thing has to be explained again and again....holding as I write this so far 49minutes - I have spoken to 2 people 1 from cancellations and one from removals all I want is an email I was promised 3 days ago to give me my new account details. (ps I am meant to be at work!). If you dont use virgin media already - use a smaller company that might be able to offer better customer care.
London Virgin Media  
Terrible service all around. I switch from Talk Talk to Virgin and its jut nightmare. So much things went wrong. I could not connect my smart home devices, wifi printer. They want me to pay extra to make my wifi printer to work with Virgin wifi )) Then I had problem when I reboot router all my device will lose connection and I need to type manually password on ALL my wifi devises in order to get connected. Every week we a had bad connection problem and we need to call then, then call again. Its jut not worth time you are westing on broadband! I dont have time for these calls and fixing problem! I want it working!
  • Customer Service
    2 stars
  • Speed
    2 stars
Nuneaton Virgin Media  
Very disappointed with Virgin's level of service. We placed an order for Virgin broadband with an activation date of 2 weeks away. This was already a long time without internet from moving into the property, but this is standard so wasn't a problem. I then had to find out for myself, by calling for an update, that the order hadn't gone ahead because the previous tenants hadn't cancelled their account. Firstly I don't see how this is our problem, but secondly, no one bothered to contact us to tell us there was an issue. After twice being promised a call back (which never happened), and after them saying they would see what they could do to meet our original activation date, they merely placed a new order with an activation date a FURTHER 2 weeks away and essentially denied the original order even existed. I told them how unhappy I was with having to wait 1 month for our internet to be activated but they refused to do anything to help.
Very frustrated and disappointed.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Bristol Virgin Media  
Virgin arrived 2 weeks ago and installed broadband and TV.
The engineer assured me that their ‘burial’ team would arrive the same day to tidy the cables and conduit which had been left on the surface obstructing our pathway.
Download speeds were around 24MBs, a far cry from the 200MBs i signed up for! After several calls later a supervisor arrived and advised that wrong cable had been installed and promised remedial action. 2 days later i lost all broadband and TV and was advised the cable from home was broken and needed replacing. Despite chasing, i have been without internet or TV for over a week. i even contacted Virgin’s CEO Tom Mockridge but his assistant advised he cannot deal with my complaint personally
Absolutely appalling service - nobody at Virgin seems to give a damn
Do not be taken in by the promise of high speed downloads—-You’ll be sorry!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Pinner Virgin Media  
Customer service is a joke. I called to cancel and i was transfered to 5 different people over an period of an hour and a half. Taken through security every single time, the 3rd person didnt even tell me i was being transferred and the 4th said i wouldnt be transferred and he was sorting it. 20 minutes later, the 5th person answered asking how he could help me. Now ive been forced to just cancel the direct debit with my bank, which is almost as simple as the customer service team.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Blackburn Virgin Media  
The broadband speed is good but the customer service and organisation structure is rubbish, there is no way that you can speak to someone to solve your problem and there is normally a long queue for your call to be answered. They have the online chat feature on the website for fun as it is never available! I had this problem with them before when i did a three months trial and moved to Sky but had to come back to them as their broadband speed was too good for the price they were offering and now i do really regret it!

On top of that, looks like the customer service is a one man team based in india that need to put me on hold to find out that "they work until 10:30 UK time!".
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Cambridge Virgin Media  
They put their prices up all the time we’ve been i with them for years they get you trapped in a contract then up their prices I can’t get to speak to any body go to sky
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Port Talbot Virgin Media  
We moved onto a new estate 5 years ago and Virgin offered high speed broadband and could install faster than the provider we were with. For the first 3 years service was good never had any real issues however the last 2 years we had to reboot the internet nearly every morning and couldn’t connect our divices at certain times. In July of this year, they cut us off for 5 days and we were fobbed off with scripted replies, but Virgin gave us a whole 7.50 for the inconvenience, what a joke! And again this month August, we have been without service for a week and still no end insight. The customer service is appalling. Phone them - might get an answer in 30 minutes or they cut you off. Webchat? Nope doesn’t work, oh and no email address you can use- welcome back to the postal service if you want to log a complaint . If you thinking of going with Virgin, don’t they don’t actually care about their customers. Have never had such bad service. We had BT years ago and left them due to charging us for fixing a fault on their line, but at least their service worked ! Have left Virgin media and gone for Sky instead ( our previous supplier) never had issues with them only swapped out as I needed a broadband ASAP as I work from home
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Bracknell , Berkshire Virgin Media  
I find your service disgusting, I wanted to become a virgin media customer I applied and my order went though and they gave me a date for this to be fitted I waited in all day for a no show, I then contacted virgin media for them to tell me I had to pay an upfront cost even tho it’s stated FREE then to be told that it was due to my credit check I wasn’t aware of this happening and wasn’t notified so I waited in for nothing, I then exsplained this to one of the oparaters! It’s fauls advertising it should state FREE upfront cost prior to credit check, I then exsplined id go somewhere else and she tried to push other deals on me, that was the deal I wanted and wasn’t aware of the credit check and wasn’t aware id have to pay an up front cost, yous didn’t keep me updated on my order really not happy I think you should state things more clearly and keep your customers up to date in future!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Glasgow Virgin Media  
Customer 'service' - I've never known such a level of incompetence in my life. I'm STILL trying to get myself registered as the primary account holder a fortnight after I took over my son's connection when he moved out. After jumping through numerous hoops on the phone to actually talk to somebody, I ended up talking to a human automaton at a call centre god-knows-where. I couldn't understand a word they were saying, and vice-versa, and eventually all they succeeded in doing was changing my contact email address. After complaining to Virgin Media on Twitter, they suggested I contact the online chat help team. And guess what? The 'online chat team are unavailable, please try again later'. And have been sodding 'unavailable' since Monday (it's now Wednesday!) So I got onto VM via Twitter again, and they've given me the call centre number again! I've replied in no uncertain terms that I will NOT be signing and sending back the contract in the post until this disgrace is sorted. And I've given them until Monday to do so, or it's goodbye from me.
Just as a matter of interest, I wonder if they actually read any of these reviews? If they do, they probably don't really care as long as the money continues to roll in.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
Worst internet ever and customer service is one of the worst there are rud and helpless.clueless and worst of all is the way the go on and on with the security details. Jokers
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Blackpool Virgin Media  
To anyone considering going with Virgin Media for their landline and broadband - PLEASE AVOID AT ALL COST! Their services are shockingly bad and every time you try to get hold of them they just brush you aside and give you some random excuses that doesn’t resolve the issue long term. They increase your bill on the sly and after attempting to call them 5 times and being on hold for 20+ mins, they cut you off! I’ve tried to message them on web chat and on social media and rather than telling you straight off that you can only cancel by phone, they pretend to listen to your query and after 30 minutes of wasted time they tell you that this is something they can’t help you with! So over 3 hours in total of trying to get your account cancelled but you get nowhere! I’m having to write a complaint letter to them and ofCom and even then I think I’m going to get a brush off from them. This is on top of my internet gradually getting slower and slower every month until you have to rely on your 4G to get by. Their broadband speed is very unreliable - sometimes you feel like you’re getting great speed but it this isn’t very often. SAVE YOUR MONEY AND GO ELSEWHERE!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kent Virgin Media  
absolutely fuming, sold us a broadband and tv package (have contract in writing), after broadband was installed (poor signal and generally unreliable) waited in several times for engineer to install tv box, then told we did not have this package, very poor performance/signal/customer service, told us multiple lies from the outset. Avoid these cowboys at all costs!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Newark Virgin Media  
Had virgin broadband installed 2 years ago, very quick, very straightforward, but then it should be as the virgin coax was already in the flat! Service is largely as advertised, no issues, no problems, however, price has now crept up way too high, phoned up to cancel as it appears no other options are available, gave up after half hour on line, spoke to one person who put me through to the endless squeaky music. Have gone on line and requested a router return package, and I guess I will have to try the Virgin Media shop in Southampton, really need them to accept my notice that I no longer need their services. Quite why they think it is a good idea to make cancelling a service almost impossible is beyond me, idiot customer relations, you will never keep customers if you treat them badly and overcharge..... Up to today, I had no serious gripe with Virgin, but now, they mail me to tell me they are increasing my monthly cost, but that's it, brick wall.... could never recommend a company that treats customers with so much indifference.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
Southampton Virgin Media  
Hi Virgin, I am very disappointed in your customer service team. As the chat helpline has been down for the past week, I have had to wait to speak to someone for over 20 minutes each time. - having had to call three times. Lastly, the last person I spoke to, Sunny knows little of customer service. He did not hear my request, repeated the same things and interrupted me as I spoke to him. He also refused to let me speak to a supervisor. I told him I no longer had time to speak to him, and asked if I could receive a phone call back at a later time to finish with my request and he said no. Like always, your company is quick to respond to a sales request but terrible after sign up.
London Virgin Media  
Terrible. Expensive.intermittent abd slow broadband connection for years and now no connection at all for 2 weeks. Failure to maintain or test the local cable network. impossible to talk to anyone even if you file a complaint.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Broadband is medium speed, especially wifi at home is often very slow. Additionally, chose BT sport initially as i wanted to watch premium league, as it did not show all matches Virgin media customer service advised to get the more expensive pack Sky sport as they show all premium league matches. Today when 4 matches were playing NOTHING, not even 1 match was shown on the any sky channel. Complaint about misinformation given by agent and cancelled package immediately.
deceiving information given about packages.
  • Satisfaction
    3 stars
  • Customer Service
    4 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Thamesmead. SE London Virgin Media  
Recently upgraded to v6 box. Had loads of issues with it that eventually got resolved. Broadband keeps dying. Not the router but the feed from the street. Numerous engineers come to fix it. Works for a whole then dies again have to wait another week for them to come and fix it. Never ever gives full speed or anywhere near it.
Phone line hasn’t worked for 9 months.
Customer support is a joke. Absolute waste of time. And the only way I can contact them is from my mobile as the phone does not work.
Virgin. Great products, useless service. Invest more money in people and less on technology. Virgin on the ridiculous. Have cancelled my account. Hope I get better results from sky.
Surrey Virgin Media  
The broadband and the tv hasn't been working for over 5 days now and there has been no help from the customer service apart from falsely guaranteeing that the problem will be fixed by x date.

When you call them, sometimes it is connected to India and sometimes to somewhere in UK and no one is willing to take responsibility for what the other have said. There is no form of accountability and the response time is appalling. Now I need to wait further 4 days for the technician to come and solve my problem.

Having to wait over a week just to get the services (TV and internet) that I have paid for in this day and era is shocking!

When you ask to terminate the services- I am told that I will be charged for the remaining months of my contract which I feel in this situation is wholly idotic so it's through their own fault that I am having to take this action. The only grounds of termination I am permitted is, as I was told when I called them, if I had 3 faults within a month (there is no limit to the length of the fault- it could be from few hours or couple of days). So that fact that services hasnt worked for over a week this month should have been suitable grounds for termination but it wasn't to be.

Would not recommend.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I will only say this. You can NOT trust them. They will say one thing and then do another and If you dispute that they will lay to you! Really disappointed with that company and will not recommend it to my worst enemy. Guys on the phone tells you what you want to hear but they don't do what they promised you over the phone, then when you call them and ask to listen to the conversation with agent that you had on previous occasion they say they can't so why they are warning you that the conversations are being recorded if they cannot access them. Misseling products all the time and raising the prices during you contract. Seriously if you can avoid them. They are better and cheaper internet/tv providers that them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Virgin Media  
I pay for 200 mbps but I only get 35-50 mbps. Reported many times. Two days ago spent 2 hours on the phone. It was disaster, 3 different "technicians" tested the problem, unsuccessfully. Tech support are guys with problems to understand basic windows settings and totally useless when talking about network structure. Only advice was connect-disconnect and reset router. Virgin Media offers 350 mbps in my area but they are not able provide 50 mbps.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    2 stars
Houghton Regis Virgin Media  
The problem is with the old router and high cost after end of initial deal. Do not recommend.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Virgin Media  
Virgin Media's boradband is fairly reliable but unless you're willing for them to put the price up by £3 three times a year, forget it!
Fed up, I tried calling to cancel the contract after receiving yet another one of these price increases only to be kept on hold for 35 minutes. Then they simply just disconnected the call. Terrible customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Berkshire Virgin Media  
Forever having issues after issues after issues with virgin media. We have random days where the WiFi doesn’t work at all and during the night it barely ever works. Inconvenience after inconvenience to the extent I have to go use WiFi at others some days.
When it is working, it works completely fine but the inconveniences that come with it, it’s not worth it at alll
Customer service takes very long to get through.
I would highly not recommend getting virgin installed.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    2 stars
West Yorkshire Virgin Media  
The absolute WORST broadband , I pay for 350 mbps but I only get 70 mbps with pings that shoot up to 300MS They sent 4 "technicians" over a period of 3 month because I was constantly calling to get some help NOTHING was solved and the customer service is absolute trash they barely understand english and all they do is say "The only thing I can do is send a tech" the tech arrives at your house which let's be honest they seem like drug addicts that haven't showered but wear a "virgin media" jacket they will ask what's the problem and eventually come to the conclusion that they can't do anything and their boss will call you except.... NO ONE EVER CALLS. AVOID AT ALL COST.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
The speed was alright, but it constantly stopped working, as in the internet would always cut off. I had BT for a year and it was faster and was very reliable, I will be switching back soon enough.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    4 stars
  • Reliability
    1 star
Virgin Media  
There's a broadband failure or outage once every month, so each month you lose an entire day... nuts. And it takes ages to get any of the customer care agents on the phone to find out what are the issues.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
Received a router and within a week of setting it up the Wi-Fi had stopped working. I called up and it took 3 and a half weeks for any process to be made with each phone call going over a hour. Being transferred between departments countless times. I suggested they send me a new router due to a Mac number complication and they said they would.... and never did so I called back had to go through the problems all again, swear they just don't make notes on the account or somthing and finally they agreed to send me a new router.
Now I have the new router it works lovely. But all the hassel and stress could have been avoided if only they actually listened to me when I first called.
Wi-Fi quality itself it great but the customer service was terrible and I will not be going with virgin media again.
  • Satisfaction
    2 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Virgin Media  
when it is working broadband is fine, but it is not reliable, I use it for home business, telephoning to customer services is extremely bad, minimum waiting time is 30 minutes,and they can log you out easily , last five months i have been phoning and asking for a VAT bill, they said all sorts of, you have to ask the government to provide you a Vat receipt,,,I believe it is wasted time and energy. Phone system is not reliable at all. simple things are extremely difficult with this company. I shall leave them and never come back again. Some operators can be very rude too.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Kent Virgin Media  
Virgin media have gone right down hill. Pay extra for V6 box but the minute you lose internet connection you lose your tv channels. On demand service is atrocious with 7 day catchup instead of 28 days and customer service is ridiculous. Nobody speaks English. Broadband speed used to be okay but for the past year it has been rediculous. IV complained so many times to customer service about these things and they are not helpful at all. We don't get compensated for loss of connection. You would think the V6 box would be more updated for the price we pay. Daylight robbery this is. I'm starting to really despise them
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle upon tyne Virgin Media  
Terrible service, absent costuomer service. when you call them plan to be on the phone for hours being passed on from one person to another; when you book a technician be prepared to take time off work numerous times and no one will turn up or notify you that they will not turn up. If you ask them to lay cables outside be prepared to not be asked where it will go as it will be laid where they like to lay thm hanging on thin wires, unsafe especially for children and elderly perfect for trip hazards, nailed to your house, and a massive roll of cable. Of course for this they turn up with no warning... So we have been for years with no working phone line, for weeks without internet, then we are told that we cannot disconnect unless we give 30 days notice, but just to find out that we already are disconnected on the same phone call. NO I would not recomend having to deal with Vigin media
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Romford Virgin Media  
Broadband is good until they keep adding £3 to your monthly bill every few months. When you want to contact them you want to leave they don't answer the phone and automatically cut you off after 20 mins. I called at 8:48pm plenty of time before their service ends at 10pm. I was cut off after being on hold for 20 mins THREE times,overall on hold for an hour and not getting to speak to anyone. It's funny how easy they answer calls for new customers but a different story for existing customers. Very poor quality of service.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Manchester Virgin Media  
Been with virgin for a few years, ive been meaning to change for a while as my kids are complaining about internet connection. However recently they lost some channels, that u can get on free veiw, i stuck with them, thought they would make it up some how, they have! they have increased the prices for their poor service! At this point things could have been sorted out, maybe with a discount or refund...not after waiting 38 mins for them to answer the phone, then for them to hang up when i went to look for a bill...5 mins tops! Lets have a company that does a fixed price, good customer service and doesnt take its customers for granted...im going, dont get it they take your good money with no effort in return....Regards Martin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
preston Virgin Media  
Rubbish.
Everything in my place running on virgin has a problem. When I took my phone to repair to another venue the wifi connected immediately (at home I could not connect or load it at all) and it started working. There eas np probem with my phone.
We have contacted them regarding the tv as well and have been told that the tv has a problem. Just fed up!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
If you are unlucky enough to only have Virgin Media servicing you area you then you have my sympathy. I've been stuck with them for 16 years and frankly its been awful. The companies only incentive is making money. They do not care about service, which is intermittent, they just refund £1 per day that it goes wrong. The poorly trained customer services in India are rude and you will wait 40 minutes to be told by a robot what you already know. I can't wait to be in an area with an alternative broadband supplier. Woeful! Makes me annoyed to see their logo and even thinking different about Usain Bolt now!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Requested a move from one property to another. In my understanding, the switch should happen "flat" - broadband should be disconnected on the date of move in old place and conneted in new. But they disconnected all services in the old place 24 hrs before moving date. When I called, they said - I requested this. What?????!!! They said that it is not possible to add one more day - "it will take 72 hrs to enable services again". Outstanding rubbish. Beware.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Reading Virgin Media  
Hi to everyone one,

2 weeks ago I requested a call back from Virginia midia because I need a new broadband for my new flat, they said it takes 2 weeks for the installation and in the same day all will be set up and ready to go, so I agreed then in 2 days time some one came to the flat and we discussed about where to run the wires and all the details, so my wife asked her manager that she needs to be off on the day of installation and Virgin media was calling and texting every day for they make sure someone is gonna be home on the day of installation and we always confirmed that all is good, any way the installation date is on the 21st , today is the 20th I got a call from virgin media says we won't be able to come and get u the service set up because we got problems with the installers, my wife lost a day work for nothing (110£ ) witch is not the main problem, now we are struggling and searching for another provider and will have to wait another 2 weeks and keep top up our phones data to have rubbish internet because of virgin media , was a big mistake, not recommended at all,
  • Satisfaction
    1 star
60c central roar Virgin Media  
For many years we had a terrible internet connection. A promised 100mb never happened. In fact we were lucky to actually have it. And when we did it was around 9 18mb.

When I cancelled my contract, they carried on taking money out from my account even after I'd left them, which meant I paid for August and September – I left in July. They owed me £93 but informed me that they would ‘very generously’ reimburse me £32. They are the most expensive and the worst internet connection I've had the misfortune to come across. DON'T TOUCH THEM. We get better internet connection in Norfolk with TalkTalk.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Maidenhead Virgin Media  
Absolutely terrible. The first year of our broadband service was fine, no problems, went down a few times but that’s to be expected. The past 9 months though have been a nightmare. Service goes down almost daily. Made so many calls, they book an engineer, always for a few days time and then magically the internet comes back on the day before the engineer is due and they cancel the appointment. Then the whole cycle starts again, intermittent service to the point of no internet at all, we call, the enigineer gets booked, the day before the internet comes back on and the appointment gets cancelled. Had to fight to get any sort of refund but they insist the internet is working when it’s not. Terrible customer service. Can’t wait until our contract ends.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Been with Virgin media just 3 months. Every month I have had to call them as they are billing me £34 when it should be £29. Every month been told they are sorry and it will not happen following month! Takes on average 30 minutes to get through on phone. Waste of time!
Was with TalkTalk before and had no problems at all. Wish I never changed, will be leaving when contact is up!!!!!!!
  • Speed
    4 stars
  • Reliability
    4 stars
South Glos Virgin Media  
Internet worked well for just over 2 years before we ran into our recent trouble. Only when things go wrong do you realise how incompetent Virgin media are.
I’ve currently been 3.5 weeks without internet. First issue was getting conflicting messages as to whether they knew there was an issue. Online service checker said it was fine, but automated phone call recognised an issue. Although it recognised an issue, it gave no eta of fix. Found it very difficult to get through to a human to discuss the issue. Most services are automated. Twitter team offer zero practical help, just generic bile. When you do get through to a person it’s an call centre where the staff have no access to in-depth network problems. Just the same old reset the router nonsense. Calling the problem intermittent, it’s not intermittent, it was completely out! Only when threatening to cancel, do you get to speak to someone who knows what they are talking about, which takes on average 45 minutes on hold to get through. The cancellation team are able to give an estimated fix date, but they have given me 2 dates now, both of which have been and gone. They claim the issue is only affecting a handful of houses, probably the reason they have no urgency to fix it. And just to round it off, got a letter through the post today saying the monthly bill is going up from October.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Horley, Surrey Virgin Media  
Virgin Media is by far the most atrocious internet provider I have ever had the misfortune to suffer. At the moment we lose our internet connection on average once every 3 days. The only explanation ever given is ' We are improving our lines to give our customers a faster connection'. Unfortunately they have been saying that for about a year now , no faster connection, no improvement. To top it all off, their customer service is the most unhelpful and rude I have come across. The only advice they have ever given is turn it off and on again. We have twice now requested a technician to come out and look at our cables and our device and both times Virgin has cancelled the visit saying its no longer needed.
  • Speed
    1 star
London Virgin Media  
Customer service not the best in the world,would benefit from uk and ireland call centres.got full house tv,talk weekends and top broadband (350mbps) although actual speed is appx 380mbps d/l and appx 23mbps u/l for £54 a month,if u can haggle with em u will get a good deal.
  • Satisfaction
    5 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Leeds Virgin Media  
Do not join Virgin Media! They are rude, unhelpful and their service is unreliable.

We have not had broadband for 11 days now and there is no resolution in sight.

We try to get updates on when it will be up and running and they just say they're a major fault with the cable in the area and their engineers are working on it. It's ridiculous. They do not offer us any compensation for the inconvenience or for the fact that we have been forced to buy extra data on our mobiles which is expeditiously expensive.

No broadband means no TV on Demand do we are paying for half a TV service too.

Unless we complain that do not even attempt to refund you for three days with out service even though there aware of the fact they're charging you for a service you're not receiving.

Many of our home's appliances run off wifi, our home alarm, sump pump alarm, doorr bell you name a few. It's not on!

We are trapped with Virgin in a contract for 12 months. We are continuously having problems with their services. They even have an automated voice message when you call their phone line apologising for the fault in your area - more lies as sometimes there isn't a fault, sometimes they've just over charged us or put fees on which we are told would not be applied. I hate to think how many customers get ripped off because they do not have time to go through their bill and just trust trust that they're being charged correctly.

Please choose another company. One that values their customers and one that provides a service and doesn't just charge for it even when it's down half the time.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The customer service is the worst I’ve ever experienced. It takes ages to get through and then the connection goes, no one understands the issues we receive and the same issues pop up all the time!!
We must call customer service every other month!
We cannot change providers as it’s the only strong internet connection we can get in the area.

The only customer service adviser who has helped and took time with us is Steve Williams.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Rochdale, Manchester Virgin Media  
This isn’t bad broadband, but try to cancel and you’re in for a whole load of pain.

My house flooded, can’t live there anymore, but that doesn’t seem to be a good enough reason to want to cancel.

I won’t be choose Virgin for my next Broadband supplier.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Crawley Virgin Media  
Rang virgin today as my land line is not working engineer coming on Tuesday fine. Wanted to query my bill going up by £2 something a month was told as my 12 month contract e d's next month this is the reason a d from September it will be £43 per month instead of £33 so told them to put me through to cancellation as I am not prepared to pay this for rubbish internet so woman said it will take 2 or 3 minutes after 8 minutes it cut off so I rang back to speak to cancellations and was told they can't deal with me as their systems have gone down so can I call back in a few hours so I said can someone call me back as all in all I have just spent over 45 minutes on the phone which I have to pay for to which the planks reply was no I have to many other people go call . I think this says it all customer no care is what they should rename it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham junction Virgin Media  
Richard, Shame on you.
Lighting Bolt, thumb down for you.
I signed up 12 monthes broadband CONTRACT with Virgin Media. They hiked £8 a month after 6 monthes for moving my taklk plan to TALK MORE which I never asked for. I certainly do not want to talk more with their customer care team who DO NOT CARE.
No one would be happy like this. I called Virgin Media 150 customer CARE Team. It took me few days and cost me couple hours instead of few minutes.
firstly key in some numbers to get to the right department, then stay in the queue about 10 minutes hopelessly listening their music until heard a human voice.
I had to terminate the phone calls after half an hour due to going to work. I called again on MY DAY OFF.
The customer CARE team only wants more monthly payment(pay for Richard's private island). they changed tone when I demand to speak to their maneger after the LONG STRESSFUL conversation.
Virgin media is a dishonest company,
Leave as soon as you can.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Manchester Virgin Media  
"Really awful, unhelpful and disrespectful customer service.

Once Virgin has you forget ever getting help. You'll sit on hold, then get put through to someone reading a script who generally displays no interest in actually doing more than reading the script. Heaven forbid you should ask them a question out of order or that can't be answered on the script. On top of that they are condescending and dismissive on more occasions than not.

Never mind that the services won't work or require extra steps on your part that they don’t tell you. That’s on you to figure you, because clearly Virgin isn't going to help. Really regretting signing up with Virgin. I’m pretty much paying for them to treat me like crap. No service would be better than service with Virgin at this point."

Not a thing has gone well with setting up service with Virgin Media, Virgin Mobile, or Virgin Money. I have what services I have at all due to pure personal determination rather than actual service or help from Virgin employees. All around it’s been a completely horrible experience across the board."
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Dundee Virgin Media  
Only been with Virgin for a couple of months, terrible system, terrible service, customer service is a total waste of time.
Dumping Virgin and going back to Sky, 30% cheaper as well.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
it's been 5th call to get in touch with human on customer service, Rude person attended kind of talking nasty behind. I want to cancel but it is becoming impossible to speak or make any contact with them.
Bills were not same as per contract either.
TV is not at all good unless you want to spend £100 plus monthly.
Broadband was good most of the time for our usage And it wasnt super good to wow you.
Last 12 months I had no land phone active to make or revive call And still paying,
Overall terrible virgin experience to continue And cancelling is most difficult because you can't find anyone nor you can get call back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Beckenham Virgin Media  
Absolute garbage broadband reliability. My hub arrow is yellow and off at least twice a month, and it stays off for days at a time, the call centres are abroad and no one understands a darn word you say I have to keep saying pardon or they don't understand me. Very rude abrupt staff on the phones, what's more, I can't leave as the cable they install is completely different from the cables other networks provide so that means any other company I may use will charge installation fees costing over fifty quid! Terrible company and I wish I hadn't been young and stupid when I signed the contract with VM. Avoid!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Halton Virgin Media  
Terrible service, Been trying to call for two days, left hanging on for up to 15 minutes then phone goes dead. Emailed CEO's office who got back to say they would sort out ASAP but nothing yet. Their prices are ridiculous and just want to discuss so I can either leave or get a better price. Not sure what I can do- feel like cancelling my payment and letting them chase me.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
My son is moving out on Saturday, and the broadband account was in his name, but we decided to change the account to my name as he wouldn't be taking it with him. He contacted Virgin, who sent the relevant forms. We filled them out and I received the new e-contract which I signed and returned. Great - or so I thought. I've now found that when I sign into the Virgin site I'm only a secondary account holder, giving me only limited access to certain functions, and not allowing me to sign into the My Virgin Media app as I'm not the 'primary account holder'. So I phoned them. Well what a waste of time that was. After over an hour on the phone, speaking to somebody I could barely understand - and she became increasingly ratty because I couldn't understand half of what she was saying, as well as me having to repeat myself - all they have achieved is changing my contact email address. I'm still a 'secondary account holder' with limited access, and still can't sign into the app. Pathetic. But as long as the money keeps rolling in, they really don't care. Shocking customer service - if I performed like that, I'd be out of my job tomorrow. Plusnet beckons.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Rugeley Virgin Media  
Awful, awful, awful. In less than 8 weeks with these jokers service has gone down twice.

The second time, when i tried to call, a robot informed me it was for network upgrades and would be out for 6 hours. Smack in the middle of the working day.

No warning, no contact, just service cut. Lost work time, lost trade, loss of revenue. No contingency could be planned for as no warning was given.

Do not go with these clowns.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Farnborough Virgin Media  
Starting to think Virgin are literally the most cancerous service on the planet. Signed up for what I assumed was 12 months of internet and WiFi access. Turns out I signed up for a ‘fibre optic’ potato incapable of reaching within a 10m radius. Not to mention the fact the internet itself must be run by one hamster in a wheel at virgin HQ. Every time a mouse dies from exhaustion the internet dies for 12 hours a day (that’s roughly one death every few days btw). I don’t know where all these ‘awards’ they’ve been winning have come from. Assuming they just ordered a sticker book from China and stuck lots of gold stars on their packaging. 1 million % changing next year
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Virgin Media was once known for its Best Customer Services and the speed which is no longer there, the customer services is gone down the drain completely, I use Broadband for home and Office and really getting frustrating with the poor services day by day.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
London Virgin Media  
Worst customer service ever. After being put on hold for an hour, the person who finally answered the phone demanded a number 3 times that I hadn't been given. I asked him to ask me a different question and he responded by telling me to make myself a cup of tea and chill out, implying that I should ring back later and hold for another hour before he could be bothered to talk to me!
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Leeds Virgin Media  
We have been with Virgin for 23 years, since they were called Cabletel and then NTL. We had problems with our phone last December they seemed unable to fix this. Call centre staff were hopeless, one said he had fixed it from his end, he hadn't. Engineers came out made no difference, a manager tried to call me couldn't get through on the phone LOL. Had an appointment cancelled because the phone had apparently been (FIXED). I was talking to somebody at Virgin on my mobile he was checking something, my wife was telling me what was on T.V. over Xmas he decided to take my reply to her as a threat to him and hung up. Eventually they fixed this in their own time.A few weeks ago the broadband went down an engineer came out said he had fixed it he hadn't, another week went by another engineer came out found it was a connection problem and said this should of been the first thing the other engineer checked. Now the phone has gone off again, I am told on their site an engineer is coming out and it will be fixed by a certain time that time comes and goes and we get another time. This company should change its name to Brian Rix & Co. You will have to be over 45 to get that.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Guildford Virgin Media  
I moved to a new house and because the previous owners were using virgin media i decieded to do the same .... biggest mistake in my life . I pay 60gbp a month for what is supposed to be the best internet there is and i have to tell you never in my life i saw such a rubbish internet connection is losing signel every few minutes not to mention i can lod a single video or movie online had to wait for hours on top of that i cant connect to internet on first floor its ridicilious .... i wanted to cancel but they told me i had to pay 240 gbp for cancellation fee which is ridicilious when they cant provide the sercice i sign for ... now i ended whith expensive rubbish internet for 8 more months crazy i tell you .... Never go to virgin media worst provider in uk . On top of that they said they will send technitions but no one ever came .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
on their website they happily say 'you can go up or down' when you have too much data or too little. This isn't true. You can go up when it suits them and they may offer you to go down but only by changing contract which is hassle and not easy like they say. Yet they have changed mid contract without making it clear to me that they were doing that. They are nice on the phone but don't solve anything really. It's a shame because the actual coverage is good and when you do sort out the problems it works. But they don't sort problems to suit the customer, only to suit their computer systems and therefore lose custom. But I don't think they care because they are only interested in big contracts.
northern ireland Virgin Media  
I have been in a household with Virgin broadband for over 5 years, most of which was in the outskirts of London. It seems that after 6 months or so they like to have fun and just start giving you garbage broadband, huge packet loss and that's if you're lucky to get anything. The customer service is long and gruelling as well very little help becauseit takes 5 or 6 long haulled phone calls of them telling you its fixed over and over until it actually is. This is until 6 months later you start to get the same issues, I used to geuinely think that it was a curse to my family name but it seems everyone has the same fundamental issues. All in all they trap you in for a year with high speeds which you get for a short period of time but ultimately end up having time wasted and being screwed over, so do not use Virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
Exeter and Surrey London Virgin Media  
Beware of their scam when you call up to leave as they will ask why as they will try to offer you a too good to be true discount for 6 months, say they will confirm the offer in an email but they have done is enter you into another 12 month contract which if you try to leave after 6 months they will charge you an exit fee of £200.
I find it strange when throughout your time at Virgin whenever you call up with technical problems you get put through to some place in the Philippines or Singapore but when you select the option to leave you get put through to the articulate British sounding clever dick who blames you for not reading your emails that do differ from the sales schpiel that was used to lure you into another contract. I was always lead to believe a contract was something you verified or signed. I checked my email and could not find it and they said I am at fault if I deleted it.
So warning to you all if you want to leave then leave do not accept any offers as they are hidden extended contracts. The service is terrible
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Croydon Virgin Media  
What a shambolic company. On top of all the hidden fees, the lies and deceit fed to you by their staff (not to mention their horrific incompetence and appalling communication skills), virgin media is, without a doubt, one of the worst companies I have ever had the displeasure of interacting with. Let us not ignore their ridiculous waiting times to get an engineer sent out where required to set up the internet in the first place. Once they can eventually be bothered to set it up, its temperamental, unreliable nature makes you wonder why you even bothered.

I understand that in many areas (including my new area), virgin media is the only broadband choice. But given a half-decent alternative, I strongly advise you avoid Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
Good broadband speed, occasional disconnections resolved by going to sleep, restarting the very old router or just waiting. Nothing major anyway. However, what majored without any shame is the bill, paying £43 for using exclusively the broadband (SuperFibre 50). No respect for current customers (so common among IPSs...) being with them for over 4 years. I hate changing every 12-18 months but it seems that this is what they want although I can't comprehend what do they gain. I simply want a reliable broadband for a decent fixed price. Why is that hard? :(
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Birmingham Virgin Media  
Really terrible customer service, they rolled a 12 month contract over to a second year without permission or informing us they were going to do so. Following this they finally agreed to disconnect the service and then proceeded to continue charging after the disconnection date. They must train the people on the phone lines to be intimidating!
  • Speed
    2 stars
  • Reliability
    2 stars
Nottingham Virgin Media  
Charging my £40 a month for the 200mbs Package, Line keeps going down and at the moment my speedTest only shows 12MB. The line is very unreliable. Not even a discount offered. I want to leave but I can't till my contract is finished. REALLY BAD SERVICE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West London Virgin Media  
Awful broadband, been out (or “intermittent” as they keep telling me) for about 3 weeks now. Not enough signal to refresh a web page any further than about 5 metres from the router. Fobbed off daily with excuses and lies about it being fixed. Already spent over £50 on data this month which they have refused to pay for. Not the first time this has happened either, broadband was out for roughly 6 weeks a year or so ago. Absolutely shocking (lack of) service. Please, please, please do not use Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Virgin Media  
Paying £79 plus land line in advance. No income since April so tried to cancel and just have broad band. THey would not let me ! I was transferred to 3 different people who ignored my request and kept trying to sell me a different package. Eventually the 3rd person said I could have the same package that I have for £29 a month. Leaving the phone off the hook as it’s only scammers who use it and freeview because it’s a better picture, and android box.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Redhill surrey Virgin Media  
Absolutely crap, phone line goes down, crap internet speed and customer service on phone is outstandingly rude
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Selva Virgin Media  
Well having a business account with this shambles of a company the customer service is shocking,We moved to this company some 4 years ago and one has to say all is fine when working,but when things go wrong it is a complete shambles being put through to a number of different teams.Virgin upgraded our account and then decided to cut off our business lines and not transfer to the new account.Complete and utter shambles avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bristol Virgin Media  
Appalling customer service. To get through the automated phone service and speak to a human being when there is a problem is almost impossible. When trying to explain a horrible situation that had occurred today when my husband called a number that turned out to be a scam, the call centre worker could barely grasp English, then had the cheek to say "let me explain to you dear". When I told her that it is not acceptable to call a customer "dear" in this context, and asked for her name, she terminated the call!! Thank you Virgin, I will now take my money elsewhere.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
Surrey Virgin Media  
Absolutely awful customer service ... arranged to have virgin media installed - date given, other providers cancel- engineer turns up - VM in street but can’t connect to house for at least 6-8 qeeeks although no guarantees. Very sorry - manager will call me to explain next steps / options. No call from manager so I rang them as my service was due to stop that day. Finally got through to an installation manager (after many calls and holding forever) - no empathy, did not appear to care too much that they had misled me, suggested I take out a rolling (non discounted ) contract with BT to cover the period of no service, although he did not know how long this would be !! Then stated I could complain but no e mail address - only postal. Needless to say contract cancelled. E mail complaint to CEO ... about a week later telephone call from complaints team who frankly was only calling because I had complained to CEO - did not really address my issues over misleading advertising and inconvenience due to their errors but did want to tell me how difficult it was to get permission to dig up the road and how Govt policy needed to change - not sure I can influence either of those. Seemed more interested in ticking to say he had spoken to the customer than in being genuinely interested in the issue I was raising. After wasting my time for 15 minutes I informed him to close the complaint and not darken my door again. I genuinely felt that the company was paying lip service only to customer concerns and I would strongly advise people to be very wary of dealing with this company. Perhaps if they spent less on advertising and more on delivering the service they promise, things may improve??
  • Satisfaction
    1 star
  • Customer Service
    1 star
Lancaster Virgin Media  
We moved to Virgin media from BT as they we selling a faster package at lower cost, or in theory. Well on at least 2 out of four weekend Netflix and Amazon Prime are buffering when you watch any movie and often just drop out due to poor bandwidth.

When we ring up they are only interested in selling more things, it's a joke, trying to sell move movies and sky sport when they can't even get the basics working.

Then finally without any notice they take the system down for maintenance in the middle of the day. I regret going with them and will be leaving at the earliest opportunity, it's advertised as fast but somehow on the 'slow' broadband before I never ever got buffering.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Fleet Virgin Media  
The Internet speed is good, but if you ever play online games, do not get this broadband. The Superhub 3, their latest hub, has an inherent hardware error that causes gaming lag that makes online games virtually unplayable. What is worse is that Virgin know about this and do nothing about it and ignore the issue entirely. If you are a gamer avoid this broadband.
  • Speed
    4 stars
Virgin Media  
Got Virgin Media in 2015
Took over 1 month to install - should got the hint and run but stupidilly insisted to stay
On and off many issues and problem with TV Phne and internet
For most 2017 either a very poor connecting or no internet at all
Many complaints and called ignored
Finally this years they sent a engender who decided to change the box and hub and guess it was aparentelly a problem with their equipament but never sent an apology instead got my bill up to £63!
For a basic TV, no use of phone line and a very poor speed!
After 1 year trying to cancel my contract, after 2 phone call today and long painful conversation I finally managed to CANCEL but they are charging me early disconnecting? Since 2015 how can this be early?
My advice from experience dealing with virgin media:
AVOID VIRGIN MEDIA
Just head ache
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
W8 Virgin Media  
I tried to arrange installation for months. I signed a contract in May, and in early June I was told that it would take 6-8 weeks to organise the install as the council needed to provide consent for the works. My postcode is listed on their website as being in a VM area, and fibre cables run down my road. Engineers attended and spray painted green markings on the side of the road and pavement to show the 1m distance the cable would need to be routed. I was informed that there was a budget for these works and the access point to be created on the boundary wall of the property, and that it was just a matter of time.

Having not heard anything for 8 weeks I called VM to ask for an update, and I was told that the install and contract had been cancelled as it was too expensive for VM to proceed with the required works and that a note had been put on the file to say I’d been informed. I hadn’t been - not by email, text or phone call - and I still wouldn’t know if I hadn’t called.

I paid £300 to the freeholder for the wayleave approval which was completely unnecessary and I cannot reclaim. I would have thought it sensible for the budget for the works to be approved before the wayleave was submitted and signed, but clearly this isn’t the case. I’ve therefore wasted four months and £300 to try to organise a service that could never be provided to me in the first place, despite VM assuring me otherwise. I’ve never been so wildly misled by a company, and I’m furious that I’ve thrown away £300 for no reason whatsoever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kentish Town, London Virgin Media  
Got a call from Virgin Media Out bound team. Offered a deal to stay with Virgin Media. Double checked both sides had same understanding of deal, and then agreed to deal. Advised that contact would be sent via email. No contract received, I had to make follow-up call only to be informed that there was no deal offered by Virgin Media and then asked about telephone call recording, this was not there either. How convenient. Result. Virgin Media - absolutely disgusting service and liars and time wasters.
Ickenham Virgin Media  
Had a broadband issue since May , 10 engineers later still intermittently dropping out , even the Engineers admit their Network cant cope with the service they should be providing
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Windsor Virgin Media  
WORST CLIENT SERVICE EVER!!!!!!!!! My broadband has been off for more than 3 weeks now, network issue they say and every week the fix date is pushed by one week. The least they could do is offer a free months which I asked. NO CHANCE they only apply a credit on the bill !!!! I have been debited 78 pounds this month instead of 88, God knows how they calculated this credit but this definitely not the right way to treat customers. 10 pounds off for a month without internet service. I keep trying to unsubscribe to get another service provider but they make me wait 30 minutes on the phone EACH TIME to discourage me. I Dont know what to do this is so frustrating......
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
london Virgin Media  
I have to admit virgin are the most awful company. Been with them since they were ntlworld, and they only get worse. Have no internet and can’t get it fixed until Monday. On the phone 40 minutes, so then I want to cancel my package and I get cut off..... oh there’s a surprise. DON NOT GO WITH VIRGIN.....ANYBODY BUT THEM
  • Satisfaction
    2 stars
Glasgow Virgin Media  
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
I have been a customer for 16 years and have experienced little recognition for loyalty. Virgin offer far better deals to "new customers ". I have tried on 4 occasions to discuss this with virgin over the phone and have held for over 30 minutes.... Very poor customer service !!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Liverpool Virgin Media  
Far too expensive, speed no where close to what they advertise, customer service hopeless,they gave me a discount for being a loyal customer then took it off me 12 months later. If that's the way they treat loyal customers i'm off!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Reliability
    2 stars
Solihull Virgin Media  
Absolute rubbish. Using Virgin Media is the worst buy you can get unless you want unbelievably awful internet and horrible customer services. Sky, BT, whatever, use them, avoid Virgin Media at all costs. :/
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Router WIFI faulty for ages. Technical query impossible to resolve since there is no one to chat or speak to. Tried for weeks now. Not sure if nowadays the rest of the mega companies are treating humans and their rights like that. Paying for the substandard service and nowhere to complain about ''Virgin'' behaviour.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
LONDON Virgin Media  
It is very bad customer service and non reliable broadband which are not suitable for a business.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
Absolutely disgusting customer service. I opened my account online and was not told about half the things I was supposed to. I was also supposed to have £50 refer a friend credit for myself and the referrer but virgin are now saying as it was over the phone, I have no proof and basically tough luck. They have taken out 3 times the amount of money for my first bill and are refusing to give it back until it is investigated which will take at least 30 days. I am incredibly disgusted at the customer service and the lack of responsibility they are taking for their mistakes. I should not have to provide proof when they record their calls (which apparently, rather conveniently, they cannot access!)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Dover Virgin Media  
Hub slow, Service Poor, Undocumented and Voip Unavailable

I purchased a Virgin Media Broadband package in January 2018. If I used the Hub (WiFi) I got 3Mb download speed. If I selected the router option I got 50Mb download but no WiFi. The support was poor and when I escalated the problem, the operator never rang back.

I then tried to move my voip line from one supplier to Virgin Media, it didn't work and there is no information in the documentation to say you can't.

I asked Virgin Media to close my account immediately, which they did, and I informed them I was not paying an early termination charge which they accepted.
  • Speed
    5 stars
Barnsley Virgin Media  
OK I've been with virgin media for about 20 years and over that time I've felt hugely satisfied with my broadband speed and the customer service. I've not had any major issues until recently. My Internet went down over a week ago and every time I call I'm told it is a problem in my area and given another day and time and another day and time come and go and still not fixed. After seven days, a fortune spent on mobile data and unable to work from home I decided I would change provider. Every time I called I waited at least 15 minutes to get through. Each time I asked to be put through to the cancellation team I was placed in a queue with no end, battery on phone ran out and had to get back to work on second occasion. Finally after 45 minutes in a '15 minute' queue I spoke to someone who said that they will try to sort the issue and get back to me. I'm hopeful but if not I will be leaving not something I want to do however service and standards seems to have dropped. Badly done virgin media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Fife Virgin Media  
Virgin media is the worst broadband company in the UK. You get punished for downloading a 2gig file. I use the internet for game development so i usually download files that are 1 or 2 gig. If i do it then for the next 3 to 5 days I am punished and my internet becomes so slow i cant even log into my bank.

This has become so annoying. Files around 2 gig are not big at all. you watch a film on netflix it is around that size so why on earth are these idiots punishing me.

100% I wont be renewing and I will be advising others on their twitter ads to stay away from virgin media.

I suggest everyone that has be wronged by them to join their twitter feed. every time you see them advertising tweets about their services , be sure to comment in about how bad they are with throttling. They really fear this action against them because it essentially means they cant be successful using twitter to get more customers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
The internet is ok, as fast as advertised most times, even if quite unreliable, it let me down several times.
The dreadful bit is the customer service. Sending email is not allowed, they have a chat which is unavailable 9 times out of 10 and never in the summer, and the wait times on the phone are dreadful.
What's really bad, though, is that they tell you one thing and then don't do it.
They told me they'd give me a 50£ voucher because they never told me they were increasing prices, and they never sent it. They told me my service would be cancelled automatically at the end of the contract, and I only found out this wasn't the case when I received the email that I had payed the month after the contract expired.
I'm actually thinking of sueing them, because this is nothing short of a fraud
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
CARDIFF Virgin Media  
Awful service!
Engineers installed cables completely differently as requested, left an eyesore on the driveway. we were then told the cables could not be buried. Connection kept dropping, when it was connected the speed was super slow! Kept calling for them to fix it and they said there was no problem. Engineers were supposed to come out and re-cable but never came, several people came out to 'have a look' but didn't know hat to do, called their managers who kept promising the issue would be fixed, it never was. One day someone even came 8 hours late and I was waiting to go out, when he arrived he said he couldn't do anything so my day was wasted. I managed to finally get through on the phone after various attempted to cancel during my free cancellation period, lost a few days of working from home I was not happy and was told I would not be compensated. Asked when they would be taking the cables away as I cancelled and was told I would have to remove them myself!!! Awful service, avoid at all costs!!
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Went to Virgin for a faster Broad band experience and access to no internet over 3 days in one week is a joke! Wont be renewing thats for sure.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
Stanmore Virgin Media  
Broadband keeps disappearing every evening without a fail from 8 o clock onward. Sundays are bloody nightmares. When I was sold my package they guaranteed that my broadband speed wont fall below 41mb which turned out to be a complete lie. Technicians have been out and I was told that line can handle x amount of people and currently there are three times the amount of people connected to the same line and it cant handle it. Guess what- you will still charged the same amount of money even when you are not getting any services. O, needless to mention that technicians are not sent out in the evenings and weekends when services are overloaded. They can only pay you a visit during the day when broadband is not used as much and speed is relatively reasonable. So to sum it all up...If you want to buy top price Ferrari with a 1.2 litre engine which can only do 25 mph at the most... Go for Virgin! On a serious note- PLEASE PLEASE PLEASE RUN AWAY IF YOU HEAR VIRGIN MEDIA!!!!!! They take your money and dont provide you with what they promise....
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chatham Virgin Media  
Quite frequent outages without any explanation. Complained over the phone and asked for compensation for broadband being down 4 days in the row. It's been 1 month and still haven't heard from them. When I finally decided to cancel my service I had to be transferred 3 times between different departments, go through security checking again and being on hold for more than 20 minutes until I finally hang up. Horrible service.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have given one-star for speed and reliability, although I have not yet had time to test these. This is mainly to re-inforce my one-star for customer service and overall satisfaction. If possible, I would give this -10. I placed my order for the Player Package, including Player TV and Weekend Calls but then I upgraded to Anytime Calls. The advisor told me to choose the self-installation option and the installation date was agreed. Then Virgin changed the installation date, because an engineer needed to do this. In the meantime, they had contacted BT with the original installation date and BT were going to stop services on that date. I found it extremely frustrating, trying to get them to keep to the original date – I went to about 4 departments and, each time, I had a 10 minute wait. After threatenting to cancel the order, they managed to keep to the original date. All the advisors I spoke to were based offshore and, although I have been advised that the calls are always dealt with both offshore and in the UK and that the calls just go to the next advisor, I would be interested to know the ratio of offshore to UK staff. Some of the advisors just failed to appreciate the problem and I believe that one of them gave bad advice, just to pacify me.

When the order arrived, I found that the advisor had logged the order incorrectly and I received only the WIFI and Phone. I accept that I should have noticed that this was missing, when the email arrived with the order details, but I didn't. On the installation date, I spent at least 3 hours trying to get this resolved. I cut one call off after an hour, so it would not be charged to my bill. Then I had to go through it all again. I went to the department that dealt with 'home move leaver', got passed to Customer Services, got put through to Sales and then back to CS. The original connection took about 20 minutes and then each transfer took about 10 minutes minimum. My mistake was in selecting 'leaving due to home move', because I did not realise that there was 'leaving for any other reason', which is the one I should have gone to – this is the department that seemed to have any ability to understand and maybe do something to rectify this problem. It may be co-incidence but I made this connection after 4pm and the advisor was based in the UK. I still had to wait 20 minutes to connect. Unfortunately, although my account was active, their system had not been updated, so he could not progress any action at that time. What he did say was that the order logged matched the installation order – in effect, it was my fault for not noticing and following up before installation. I tried again, 2 days later on Sunday, today, and was advised that the system still had not been updated – perhaps because it was a weekend – I can't see why this is the case. I asked about my chat and was advised that these are kept for existing customers but not for others – again I can't see why. This advisor was based in the UK and was extremely helpful – she has noted that, as soon as my account details are available, she will contact me and discuss what offers are available and, if possible, try to include my Player TV at no extra cost.

I was with Virgin for 7 years and, often I had to negotiate around a price increase, at renewal time. In the end, this was too much and I moved to BT. I had very few problems over this period and any time I contacted them, all my calls went to UK advisors and I don't remember any long delays . The current customer service at Virgin is abysmal – the delays are ridiculous and the quality of advice was dreadful. I don't know whether Virgin's customer base has greatly extended and they have failed to increase the customer staff or whether they have reduced the levels of customer staff, to cut costs, or whether the amount of complaints and enquiries has reached unexpected peaks but someone, somewhere should be aware of the adverse impact the current customer service is having on Virgin's reputation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
WIRRAL Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
sheffield Virgin Media  
Service to have a quick chat-zero, so as the customer service I believe-useless advice over the phone. Broadband Wifi speeds 12mbps. Simply they dont want to swap the modem. Broadband via cable still ok, but who uses nowadays the cable and not all devices have the cable connection!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    4 stars
LONDON Virgin Media  
If you get virgin media it will either make you mad or dipressed this is the worst network i have ever got and the custermer service is even worse it goes smoe where in india and they dont care and even botherd what you say virgin media is just rubbish
LONDON Virgin Media  
Absolute joke of a company on one of the fastest internet services that they provide yet it take absolutely ages to load the internet up. Also if you play games expect to lag or lag out of every game you play ******* joke of a company then when you phone them about it they put on a guy you cant understand or claim that the problem must be something else rather than admitting there internet is just **** in general. All honesty get sky or bt over them at least there reliable.
Middlesbrough Virgin Media  
Considering vergin media being the best high speed internet, that is all it is. People that work there have monkey hands that just point around not doing anything. I wish no one experience the horror I did with this company and to this day they still oll me money. I have stopped my internet as I moved to another house and wanted to send the router back, but the lable was lost in the moving process so I asked for a new one in my new house. Guess what, they send me a message after 10 days ill be charged??? So i called and told them to send me a new one - AGAIN, but guess what happened after... Another message saying theyll charge me. Well i wasnt that lucky the third time as I got directly charged. What kind of idiots are doing this ??? What kind of a company is this/!?!?!?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
liverpool Virgin Media  
Since I got Virgin Business broadband almost three months ago, I have several outages, I work from home as an IT person, if I have no internet I can't work. Virgin will be out of service for half a day casually and full day without much explanation. If internet is critical for you then look elsewhere, this service is not business grade.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
london Virgin Media  
Broadband: too many outtages. Customer service useless: calls routed to random call centres in India so you never speak to the same person twice, and you never get meaningful information about the nature of the fault and how long it will take to fix, only a succession of meaningless "estimated times to fix by" which usually come and go and the fault is still not fixed. Last straw: went down 8 days ago, latest estimated time to fix is in 4 days time. Any other supplier has to be better.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I have been with virgin for just over a year. I joined because of the fast fibre speed despite being warned about their bad customer service. Everything was fine until about 2 weeks ago when my internet connection disappeared and I tried calling customer services to get it sorted out. I can't really go into it all but essentially I have been promised an engineer visit twice, was told I cancelled the 1st visit and the second was cancelled by virgin because their was no problem. Despite spending over 6 hours on the phone to them over the past 9 days I have a speed of 9.1mbps and am being told not to worry as this is fine. I have cancelled as if I wanted that slow a connection I could get it for 2.99. I will move, reluctantly, to a Fibre to the box provider as it will still be far faster than Virgin. Their customer service is shocking. Everything is great until there is a problem, then they will stiff you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
I’ve been with Virgin Media for years. We’ve been completely satisfied until about two months ago, when our WiFi cut off every other day, sometimes for hours at a time. Even when we still have WiFi, the connection speed is significantly slower, and when we used a service to check, we discovered that the speed should have been 20 times faster than what it was. When we contacted Virgin Media, they denied that the connection speed was any slower, even though an update that would normally take five minutes was taking three hours. If these two issues are not fixed soon, I will leave Virgin Media for good.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Paisley Virgin Media  
Virgin media has always been a great provider of all the packages. My broadband and Wifi went down last night and I called for assistance and the gentleman was very helpful and told me exactly what he was going to do. He then stated it will be back on within 7 hours and true to form this was the case.

You can’t always blame virgin media as a whole as it depends on the advisor you speak too and in this case he was very helpful.

Thank you virgin media and I will continue use your services with great Customer satisfaction
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
Poor customer service took over 20 minutes for them to answer my call and i was recieved by a very rude and abrupt woman who didnt help me at all with my problem.glad im leaving virgin media!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bradford Virgin Media  
So my internet doesn’t always work 100% but there are no real problems. Today I get a call from virgin media with the fastest speaker in the world and a different accent. Thankfully I payed attention. With just a few yes’s I would’ve opted to an additional 7.99 on my bill. I pay for 100mb broadband speed. If I had any issues I’d let virgin media know. She also said yes on my behalf for so many important statements. I wish I could describe how manipulative they are. Not a happy first time broadband customer. As soon as I said I’d like no additional charges on my bill I was getting nothing for free and a sudden (angry) change in tone. It was almost like a test. Made me really doubt my worth as a customer.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottingham Virgin Media  
I’ve been with virgin for about 14 months and in terms of speed and reliability for the most part no other provider comes close but for the past 2 months I’ve been left without internet for perhaps 8 days if all of the time was added together which is unacceptable.
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Wigan Virgin Media  
The worst broadband and WiFi service that you could ever wish for. Avoid broadband services as they are just so intermittent. It's likely that you will, as I have done, spend time constantly having to reset the unit and calling virgin for assistance.

The problem is that you can't leave the service without paying a cancellation fee unless a technician has been to your home 3 times and has been unable to fix fault. But then after the first visit they will not send anyone out stating an intermittent fault in the area even though neighbours on the same street don't have any issues. And when they do send someone you have to wait at least to days and wait at home for half a day.

The next problem is when you try to esculate the complaint the policy is that you can only expect a call back between 14-28 days.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leeds Virgin Media  
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 ????
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dudley Virgin Media  
Awful broadband and even worse customer service!!
The broadband is constantly not working, I’ve phoned up so many times to sort it out , when I’ve asked for a refund for a service that I’m paying for but not receiving they are so rude and do not want to offer any good will gesture.
Shocked at the way they deal with paying customer and how we get treated, and they get away with it. I haven’t got one apology from them .
Hertfordshire Virgin Media  
Removing 10 channels with 2 days notice but can't get out of contract for 30 days.

As for broadband speed, paying for 200mbps and getting, if lucky, 40.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Virgin's customer service is atrocious. I wasted 20 minutes calling the team to be disconnected at the final stage by the 'moving' team. The quality of broadband is fine, however, the employees working in the call centres are clueless and incapable of answering simple questions or even speaking English in a way in which a normal person would understand. They act dumb in order for the customers wishing to leave to give up before doing so, raking in more money from calling costs and further making customers wanting to leave, leave.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Bournemouth Virgin Media  
spoke on the phone to a lot of people abroad (this is where you end up being put through) due to many problems with this company, of which you are passed from one person to another as they haven't got a clue what they are talking about. very bad customer service , I do not recommend this company unless you want to spend half your life on the phone!!!
cheshire Virgin Media  
To put it simply, this company is full of false promises and inconsistencies. I have been without internet for 2 days and I was told I wouldn't be compensated for this at all. I'm still waiting after a month for a package I was told I could have a trial of free of charge. I have been charged excessively for phone calls because of a lack of clarity. Avoid Virgin if you can.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
No issues with my broadband. But I'm constantly overcharged. I don't want a home phone, don't have a phone but of course virgin play their games and make you have a line. Every month I get call charges on a link without a phone plugged into it. When I ask virgin to look at it they threaten a £90 call out charge if they don't find a physical issue on the line. I'm stuck with them for now as theirs an early exit fee. This whole thing feels like a cartel. Will be leaving once my contract is up.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
South east Virgin Media  
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.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
SE London Virgin Media  
Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.

I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.

Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.

Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wirral Virgin Media  
The worst provider in the world! I was overcharged from day double the bill when I had a written email confirmation confirming my contract for twelve months. After thirty calls to them over the course of 9 months, one guy did find where I was being charged ( £63for a service that was supposed to be free for three months) I called again to see if my refund had been processed, the lady said a refund was not requested! I have been charged late payment fees of 10£ whenever I’d be late to pay my bill, I had direct debit set up but when they overcharged me a few months I decided to stop it! Horrible service and horrible provider! Never again will I use them! Back to Sky!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
I moved home from Hounslow to Fereham.I wanted to move my broadband .they told me it's not a problem.but it was a big problem.I moved March 11 ,today it's 17 July I still don't have internet.today after 4 month they told me same thing like ages ago it's problem with your property.we need to contact council. That's means they did nothing all this time.shocking service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
Fareham Virgin Media  
When I get a chance I will be leaving virgin, I reported an issue on 7th July, an engineer didn’t come out until 10th, he came back out on 11th to put a new cable into the house but then told me he couldn’t as they neede permission from the council to dig up the road. He then came back on 12th and tried replacing the kit incase that was the issue but it wasn’t. I rang virgin on 13th to find out what was going on and they said they needed wait for the engineers report and they would call me on 16th. I had no call and when I tried to call I had no answer. 17th today, I got through to someone and have now told me they are only just booking it in for 27th so if I didn’t call then I don’t know how long I would have been without it. I work from home 2 days a week so you can imagine how frustrating this is for me. I don’t rate Virgin at all, all they could offer me is money off for the loss of service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Eastleigh Virgin Media  
I was with Plusnet for many years, all was fine until last 2 years, connection began to drop and wifi connected devices kept being disconnected without warning and costantlty. After countless calls to Plusnet I had to leave them as soon as my contract finished and decided not to use them ever again.
I thought I just gamble with Virgin Media Fibre and not use any of the BT cable supplier and what a decision!, I am on 50mb option (fibre only) and always get at least 53mb speed on wifi. Everything works as a dream so far (2months later) and the customer service is brilliant so far, I only had to contact them once after there was an error on the bill and It was fixed straight away.
I am very happy with VM so far, installation went smooth and I was connected in no time.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Chesterfield Virgin Media  
Absolutely dire!!!!

Decided to go with Virgin media after being bombarded with leaflets for 2 years.

Engineer didn't turn up and then I'm told there's a "blockage" that won't be fixed for 8 weeks.

Told them I wanted to cancel and had to argue for 20 minutes to cancel an internet subscription they couldn't even provide!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Leicestershire Virgin Media  
This man is making so much money that his staff have no remorse on even people with disability! Not helpful and if want help with billing will not give you any compation in your situation so if want help or support with virgin media you will not get it
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
W3 Virgin Media  
Shockingly appalling customer service. Do not use.
Cancelled package and even after service was disconnected they took another payment.
Complaint made and told refund at 45 days.
47 days ...no refund, no answer to complaint. Have rang again this morning and awaiting call back. If nomsatisfaction today will be going to Ofcom
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Gloucester Virgin Media  
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!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
UK Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Strabane Virgin Media  
I too was seduced by the lure of super-fast broadband, so signed up to Virgin's VIVID200 package. What a mistake, because on a good day I'm lucky if I get 20Mbps, with regular disconnections. A friendly engineer has visited, and replaced the router and internal cabling, but it has unfortunately not helped. Don't believe their sales pitch of real average speeds. I now feel conned, and think this represents a clear case of misselling. In the part of Brixton (London) I live it would appear they simply don't have a properly functioning network or capacity to deliver a decent service. I now have to make peace with the fact that I will have to make do with a poor broadband service for the next few months until my 12 month contract ends and I move to another provider. As a footnote, I have just run another speed test and guess what, I achieved 9.98Mbps - nowhere near the promised 200Mbps I signed up for! If you do want to move to Virgin, I suggest you sign up for a single month to test out what they are able to deliver to your home before contracting for a longer term.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Brixton, London Virgin Media  
Terrible customer service. Wasted my one hour speaking with this guy on the phone just to cancel my service which I no longer need. Extremely rude and unprofessional. Even though I made it clear that I don’t want the service, he constantly came up with cheap alternatives and started bothering me. After a long conversation, he just put me on hold for 2 min which was meant to be forever and later on I had to hung up the phone. Didn’t get the chance to cancel my service. Extremely pathetic way to deal with the customer. Never coming back to Virgin media and would not recommend to any one as well. Stay away from it, it sucks everything out of you like leeches.
Stafford Virgin Media  
My tivo box and broadband went down today need new boxes. After being a customer for fpur plus years always paying on time. They expect me to wait untill next week for replacement equipment? Yet they cannot do next day delivery? So im stuck eith no internet or tv for the next 7 days? After several calls it was finally nice to get through to a english call centre too! No racism intended! Dont use them go to sky!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Plymouth Virgin Media  
Do not go with virgin media they leave you for days with out internet and when your moving house after being with them for 4 years they will slap you with a fee for no reason also you need to pay your main bill what a scam
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
bournemouth Virgin Media  
If I could give nil I would give nil. We have a business and we have intermittent broadband for 2 days now. You cannot talk to anybody who can say what is happening, the only thing they say is we have 24 “working” hour service level agreement and they cannot give anymore information. And they call “support” but they are not support they just take the call and remind you it is 24 working hours. You cannot get any information. If I knew this I would not go for them, but unfortunately there is no BT infinity in the area. At least you can talk to actual support at BT.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Dalston Virgin Media  
The last time I called was to cancel as the prices shot up and the offer they gave me was not suitable. The guy I spoke to was the most rudest arrogant person I have ever spoken to in my life, he seriously should not be working in customer services if he does not have any manners or people skills. I would make a complaint but I know either nothing will get done or he will get a minor telling off. Wouldn’t stay with the company if they’ve offered me the services for free now after the way I was spoken to. Being spoken to with respect and politeness has a big impact on your customers!!! Never ever returning to virgin media again.
  • Speed
    2 stars
bham Virgin Media  
The worst customer experience I have ever had. They charged me a direct debit payment even after me telling them to cancel my contract and when I contacted them to address the issue, they were really rude and transferred me from one advisor to the other and the last advisor ended the call on me. The worst internet provider out there, a little above average speed but worst reliability and worst customer service. STAY AWAY FROM VIRGIN MEDIA.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Virgin media should be investigated by ofcom as it to hold a isp licence.
Do not use this shower
we have no contract have been billed incorrectly for 12 months - every call to vm takes an hour min. They wont put complaints in writing and never action anything agreed. Even cancelling was a nightmare and they want to double the price for the last 30 days of the contract. They never return calls and no one senior is ever available. A complete crooked, lying incompetent and organistaion. Complete disgrace - they make bt and sky looked fabulous - you have been warned
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
NORTH WEST Virgin Media  
very expensive to have. I pay nearly £85 per month . I am thinkinmg of swiching to sky tv
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    4 stars
Leicester Virgin Media  
Absolute rubbish! thesis guys don't have clue about customer service. They don't even apologise when engineers fail to turn up. No compensation. No phone line/broadband fixed though they say they did that from outside but it still doesn't work. Unbelievably bad. Steer clear...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
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.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Newcastle Upon Tyne Virgin Media  
Customer service are really rude and have no manners I have to cancel my contract just because of customer service .just have faster broadband doesn’t mean you’re a best
Best is who is in front line and talk to you nicely
I hate VM
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
12 Virgin Media  
Do not use virgin
They are totally useless useless useless
Had 4 years of total misery with this company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ng122ep Virgin Media  
The worst company. Overcharging customers for low speed broadband. The internet speed so low I could not download text on my phone and I have to pay 42£ a monthly. After calling them that I need to cancel and disconnect from broadband, because I am not happy with the service they double the charges to 93£ a month without notice and carried on charging me despite I have been told them to disconnect the broadband 2 months ago. Dishonest virgin media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Having been with Virgin Media for 8 years, I have finally cancelled my contract due to an unacceptable deterioration in their services. When I first became a customer in 2010 I was impressed with the broadband service and this continued for 5 years, using them in two properties. For the last 3 years, despite paying for the 100mbs package, I have had ongoing issues with speed, reliability and most notably, wireless signal. Despite MANY calls to their tech teams and eventually a replacement router, the service if anything has continued to deteriorate. One customer service agent admitted that Virgin Media have oversold their product in certain areas and do not have the capacity to provide the broadband speeds as advertised, or it seems, the reliability. Be vary wary of their advertised speeds - I have been unable to consistently achieve much over 20mbs at best via my wireless router for almost three years, despite having a 100mbs package.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Twickenham Virgin Media  
Broadband is complete rubbish for the past month. We call up and are told all is ok. We cannot watch a programme through without it crashing - just awful and this has been really bad for the past month. Used to be ok (and by that I was happy with it crashing once a day)
Now it’s all day every day - we are cancelling our contract tomorrow as what exactly are we paying for ???
Rubbish all over. Rubbish connection, rubbish service, rubbish reliability- rubbish rubbish rubbish - do not use Virgin if you can help it !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chingford E4 Virgin Media  
Extremely poor service. I am having to pay a lot of money for a service which I can not get and due to the wording of their policy I am unable to complain. Also I am threatened with a cancellation fee of £125 so now I have to remain with this rubbish service for another 10 months. If you live in the Stratford London area, please avoid using Virgin Media- there are many other cheaper options which end up giving the same speeds as Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stratford Virgin Media  
Very unhappy with the customer service level of virgin media. Complain about the speed of my premium package kept fluctuating badly they said they couldn't do anything about it if the device was not connected via ethernet cable. I asked them to help me out they said yes but they would be a £99 callout charge for moving the router upstairs from downstairs. I waited for a week and one of their "engineers" came he literally stapled a cable to the barrister of the staircase and threw a large amount of cable wire upstairs, leaving it lying on the top of the stairs saying he could not do anymore. I had to spend the rest of my day sorting the wiring out neatly. Do not recommend this company, the customer database is big enough they don't care about new customers.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Blackburn Virgin Media  
I wouldn’t even give one star to this company they steal your money but give appalling Service they have workers who can’t help don’t know nothing my tv and internet was down for 2 days I called over 10 times I was messed about no one could tell me why my services were down after hours of calling back they told me they are doing work in my area and it’ll be down until 7pm called back as it wasn’t back they they mess me about tell me totally different thing and say it’ll be back next day by 9am or earlier I had to call back as it wasn’t back they told me it’ll be back by 4pm I also called the lady I spoke to said she would call me back in 5mins which she didn’t but put down on the System that she called me but went to answer phone what liars honesly this company is so bad I’ve been stressed out so much as I need internet for my work so for one week my internet goes and comes and I’ve been having to call every day the workers there don’t help it doesn’t help that these workers are in India so how the heck are they meant to know anything that’s happening here in the uk they sounded confused had no training in dealing with what was happening in my area they couldn’t even tell me that their was working going on in my area VIRGIN MEDIA you are disgusting taking our money yet giving us bad service I want a full refund on my money why am I paying my bill you are stealing customers money how do you sleep at night this company is the worst I’ll be moving to sky im done with this company you should be reported to trading standards I’ll be doing that aswell
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Bromwich Virgin Media  
I am one unhappy customer & to feel how ive just been treated.... Back in March 2018 i stated id like to reduce my Broadband, Tv & Phone package as im want to save some money due to moving within the next few months ( Remember all calls are recorded ) So i stated im moving within the NEXT FEW MONTHS. package dropped for me & they stated my tv box was out of date so im entitled to a free box as ive been a VALUED customer for 23yrs. yep a long time.... The point to this is i have now moved and contacted them about my move & id like to keep my service at my new place thats out of town. BUT? got told they dont supply cable to that AREA. little gutted as always had a great service from them. yes i was happy till i get told they put me on another 12 Month contract ( Remember i stated at the beginning i am moving within the next couple of months ) NOT Happy i stated listen to the recorded message & i stated i am moving so that member of STAFF should of said due to you moving i would advice not to change your package untill you move or it will put you on another 12 month contract & im sure all would agree here with me as i also deal with customers. also she should had stated what the address to your new place so we can check we have cable in that area. yet again another customer service point that should be asked but was not ( they can also listen back to the recording ) so with me now one unhappy customer being told i have 8 months to pay for and me stating all ive said above to listen back & also to hold that recording on file for me to take matters to court if need be, her reply was thats fine you take us to court as you will lose as we are a big company and will all cases and you will end up paying court cost... Then at that point i was more than pissed off with that kinda customer service & i stated if she worked for me you would be sacked on the spot for that kinda attitude.... Now in the post at my new address i have a red letter stating what they will be taking from my account. i have blocked this Direct debit and now will proceed to higher matters. but never again would i now use Virgin Media again...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
peterborough Virgin Media  
I have had virgin services on and off over the past 20 years. Yes they have their flaws but so does others! I just switched back to them simply because my BT services had to be reported several times a day to work normally. What you guys need to realise that if th live in middle of no where you will have more issues about broadband and telephone. J live in a town it's a decent size town and we dont get issues. I on my left virgin before because they were expensive. Now they have a £29 deal for all 3 services I tried all others and they charge more for once virgin is the cheapest. Oh 1 more thing most internet providers now will lock you in to 18 months contracts virgin still 12 months only.
  • Satisfaction
    4 stars
  • Customer Service
    3 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Essex Virgin Media  
Broadband faulty twice in one year. Last time it took Virgin a month to fix it.
Without it again, "expected to be resolved" in a week (!).
Last time the week became a month.
Regretable. I am cancelling my account.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
W67JY Virgin Media  
Absolutely appalled! In 2018, virgin media is a con and a fraud who take extra money of people for nothing! I had payed my normal monthly payment which is alreadyy high (£60) and then was sent a (£104)bill and I DID not purchase anything or made any extra actions which would add to my payment. My package is normally (£45) the fact I was paying £20 extra was already enough and they stil have the audacity to send me a £105 bill. I gladly finally have cancelled my contract with them and every time I tried to in the past, they made excuses! I’m glad to get rid of them. Is. After cancelling my contract. They stil sent me payments like £104 once again so I had cancelled my direct debit with them! Now they are asking for the box and hub back which I find really stingy as I had Been with sky before and sky have never asked anything like that. We are sending our rubbish boxes back which were a waste of time and money and they will basically use these boxes for other customers which means I had been sent a second handed one too. Wow virgin. I hav no words. If they send me another payment. I will be taking it to the court and see what they say about this fraud.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Rochdale Virgin Media  
My beef is this. I have a home office but often work away from home. I also need to divert my phone from time to time to a colleague. Virgin have a phone divert package - although it took endless calls and research on line to find this out - however, you can only operate it by physically standing in front of your landline and punching in the divert codes. All other telephony companies I have used in the past offered a package with a remote call divert on-off option. But NOT Virgin. Not only that, but their call divert fee is higher! I have to text a housemate every time and get them to do it. Also, the call divert is just a couple of clicks (no vice saying that it has happened), so sometimes you think it's switched over, when it hasn't. Really primitive.Poor.
  • Satisfaction
    3 stars
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Edinburgh Virgin Media  
It is outrageous how in 2018 you cannot have a 3mbps stable stream for 2 hours. I am on the 200mbps plan and the packet drop is so bad. Paying for buffering really. Waste of cash.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nuneaton Virgin Media  
The company has clearly lost touch with its customers. They decided to replace a part in the system that caused a cascading fault in Area 26. Then they try to cover their tracks by claiming its a fault without admitting it was their fault. What a disgrace. Six hours later it finally gets sorted at 6.10pm well after the close of business day causing my company a loss of business of an entire day, all because of an installation not properly tested beforehand, as opposed to a lightening strike, or bad weather and not admitting it was their fault on the first call but on the third call lol. I had to speak to one of their technicians on the street to get the real story. The phone team is a joke. I am leaving and going to Sky right away (not that I trust any of them really). Your promises are ridiculous, you give no power to your managers who are really supervisors anyway, and your reaction, we will give you money for the lost time online. What a joke, we lost business full stop and you owe us this instead of £1.85. I am done with this company.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Belfast Northern Ireland Virgin Media  
I have never been mucked around so much by a call center. It was literally easier for me to cycle 40 minutes with my modem in hand than it was for me to cancel my account. I am currently working in a different country and only have a small interval to call in, and whenever i did I had issues. The last stint I was transferred repeatedly until the 13p/min had climbed to 30 minutes. After being transfered for so long, i began to lie to try to get through the beaurocracy, and then after throwing a tantrum and calling back, some idiot repeatedly asks me why i have been given different information. She persisted for another 10 minutes while only mixing it up with trying to offer me different deals. IF I DONT WANT YOUR SERVICES, JUST CANCEL IT! Lets no pretend like you didnt charge my an extra 44 pounds for the 3 days i was late to cancel; crooked thieves.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
UK Virgin Media  
Virgin Media broadband is hit and miss. When it works it is extremely fast BUT I have lived in this house just over a year and the service must have been interrupted at least 75 times so far.

Currently, It has gone off every night in a row for the last 6 or 7 nights. It comes back on again eventually, but it's so frustrating when it goes off in the middle of a film, every day!

As a comparison, I lived in my old house 9 years and I think the BT broadband went off once. Lived here a year and Virgin broadband gone off about 75 times!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Chesterfield Virgin Media  
had no broadband and telephone now 4 months and no one still not been to fix it just keeps making exuses rubish customer service just keeps putting you off had my payments for over 20yrs they not bothered wouldnt recomend virgin media to my worst friend
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
tipton Virgin Media  
Our internet started getting slower and slower sober started looking elsewhere but virgin said they had a new box and they would send us the tivo box too free or charge and our internet would be super fast. It's worse than ever! We are having to reset the router at least 5 times a day which is not helpful when you work from home after hours and the upstairs TV only runs off the internet! The TV constantly stops catch up programs and tells us to try again later. The issues are ridiculous and to be honest I woukd try another provider
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Frome Virgin Media  
Absolutely ******** service ever. My biggest mistake was leaving sky after 15 years and going virgin. Problems since day 1, closed my landline, still charged me for a month as did sky so had to pay 2 companies at the same time. Every time you call them and they transfer you, you have to go through security again, 1 person says 1 thing another one says something else. Improper training provided, no assistance for them, broadband when on, its on, in the evening everything is slow or just does not work. 4k brand new tv bought 3 weeks ago and still the tv goes black for a while whilst watching or it comes up "channel not authorised". So so sick of virgin please dont make the same mistake I did. I cant wait till my contract ends as I still have to pay full price until the end of the contract. Cant wait to be rid of stupid virgin totally rubbish service overall. You can only be dissatisfied at most.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Absolutely appalling service. At first the broadband speed was okay then it started dropping off intermittently everyday! Called customer services on several occasions, they say they running diagnostics, changing channels etc. and still the problem is not resolved. They refused to send out an engineer for wireless connection problems even though numerous attempts to fix over the phone have failed. The final straw came when I told if I want to disconnect the service that was my decision. Surprise, surprise when I call the disconnections team they offer to send an engineer! Apparently, Virgin and other broadband companies do not supply WiFi so if you have a problem you're on your own. Perhaps I should connect all 8 of the gadgets to the box with a cable! Thank you Virgin for taking my money for no service and basically telling me it's my problem if nothing works not yours!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Coventry Virgin Media  
Poor customer service, i have no internet for 8 dayyys now, tired of calling virgin. Broadband speed was not bad, but once you have a problem which i had twice this year and it took them 10 days to sort out the first one. Its now 8 days i have no internet and tv, and when i contact them they keep putting me through different departments, all of them are absolutely useless!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Over the years I have experienced poor service from several companies but Virgin Media underperforms the lot - unbelievably bad! I wouldn't take their service again even if they paid me!! Avoid.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cheshire Virgin Media  
Been a member 2 month and I have cancelled and I am happy to pay early cancellation fee as I want nothing to do with this terrible company
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Newcastle Virgin Media  
paying for 100mb actually get 30
keeps going off intermittently .have to reboot hub daily due to problems
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Telford Virgin Media  
Absolutely ridiculous, the broadband constantly shuts off in the neighbourhood, and when it does, it does for days. Virgin media cannot be bothered to send in their engineers so we are left without broadband for multiple days. Absolutely horrendous customer service, ashamed to even be associated with virgin media anymore. I’m paying you to give me a good connection, not for me to sit in my house with no broadband for days because you can’t be bothered to bring in an engineer. Absolutely disgusted by this company. Will never associate with this company EVER again and I strongly recommend you spare yourselves the trouble and don’t either.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hanwell Virgin Media  
I have had email address with Virginmedia for about 7 or 8 years now. Two days ago, i was unable to log into the account. I tried to reset the password etc but found i was totally blocked out. I contacted virgin and spoke to 7 different people all of whom were not English so language difficulty for me being hard of hearing. They checked the account and also couldn't gain access to it. This means that I have lost all my contacts, missed some very important emails, and now have to have all my business cards reprinted with a new email address. A similar thing happend to my brother in law a few weeks ago, who is not quite so tec savvy as me, he is still trying to sort it out. Virgin are a complete waste of space, I wouldn't use them again for any reason.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wolverhampton Virgin Media  
Ongoing issue for over 4 months with probably 7-8 Engineer visits and 4-5 failed visits which they do not inform me about. Every morning before a visit, text messages are received and only once the time passes and I call customer services do I get informed it was cancelled. Apparently this is a construction issue which I am told multiple times and they cannot complete due to a blockage. Seriously after these many Engineer visits, I keep on being told about this construction issue which never seems to get resolved and always extend the date without guaranteeing anything. Customer care are happy to give a minimal compensation, without any regard to time wasted and days lost from work to wait for failed appointments. If everything is working then all OK, as soon as you run into problems this is the worst company to get it sorted.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Harrow Virgin Media  
Virgin Media customer service is actually not the problem, they become robots, as they are individuals who have to read basically from a script. An issue that has a stock response of "our engineers are aware of the problem and working hard to resolve", I mean that means nothing.

Virgin offer a £10 credit and that is appalling.

We have had no TV or broadband for 3 days, an up an down intermittent fault with no end in site, yet they will gladly take my monthly subscription fee.

How many times can they quote, advertise that they are improving the service, spend less on your adverts and more on the network infrastructure that supports your customers.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
St Albans Virgin Media  
Whatever you do, do NOT, I repeat NOT, get Virgin broadband. My Broadband has been off since mid May. Sick of phoning Virgin and getting the run around. Been sent 4 texts over last 3 weeks that the problem has been identified and an engineer had been sent to fix it. Had five time frames given verbally over the phone or texted to me as to when it would be fixed, (each one being a worst case scenario). Phoned cancellations a couple of times and got conflicting information on a number of issues. Also phoned customer support twice to raise a complaint. Last person was a female who was useless and only succeeded in getting me angry
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    5 stars
  • Reliability
    2 stars
Port Glasgow Virgin Media  
When virgin works it works incredibly well, but when something goes wrong it is impossible to get a clear indication of policy let alone a resolution. I booked an installation at a new house and asked for my service to be terminated at the current one at the end of the month, it was turned off mid month - all three services phone broadband and tv - when you work from home the first two are imperative - the third not so much. When I phoned on the Friday I was told it was a network fault and just coincidental- on Saturday it wasn’t a network fault but they had disconnected me and would need to fill in a reconnection form which could take UP to 72 hours - Tuesday - they were sorry it had yet to happen but would guarantee that it would be back on inside of 24 hours - 24 hours later- the wrong form had be used and she would now fill out correct form and it would be done in 72 hours - one week later we still wait. I have asked for this to be escalated but there is never anyone higher available to speak to. On a positive note the staff are all friendly and no matter how irrated you get they remain calm - I am guessing practice does make perfect! They should put their technical guys on the same course!

All in all I wonder if just cancelling the lot and going elsewhere would be quicker - virgins broadband speed is awesome - customer service - aweful!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Woking Virgin Media  
Terrible service, always drops. They send an engineer to my house 10 days later and then it drop a again and the process restarts. Avoid virgin in this area.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Virgin Media  
This is a review on behalf of my parents , this service is in their house i have talk talk and have left a positive review of my own for them.

PARENTS BEEN WITH VIRGIN just over 2 years now but had the service with various comoanies who have all been taken over since 2003.

The speed is fine they get what they pay for unless it breaks.
Its expensive for what it is but mum wont have a sky dish and they dont like change , i keep the virgin package for them mainly because my dad can work it more or less.

the rub with virgin is service now i have said above my own service is with talk talk and they get terrible reviews but my experience has so far been positive , but virgins service is a joke.

The service tv , phone broadband breaks entirley od partly on a regular basis , its not unusual to have no internet and or phone for several days and they wont tell you you find this out yourself.
the last time the phone had been off a week myself and my mother tried to point out the need for a housebound couple in their eighties one on crutches the other in a wheelchair to have a working phone line.

The staff dont seem to care its a shame as the service is good if expensive when it works but its not working a lot.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Carlisle Virgin Media  
Horrible customer service and nightmare policies. The customer service is an absolute joke, none of their representatives speak proper English and never understand the issue, he takes a hell lot of time to make them understand. We are in the process of moving houses, and wanted to transfer our existing services. Virgin Media mentioned the area we are moving to not serviceable by Virgin as it is new build development. And now they are charging us Early Termination fee of £140. This is absolutely ridiculous. It's not our fault if VM can't provide their services, why should we shell out £140. We are so done with them, it's either Sky/BT going forward.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Broadband speed and quality is good! However, the customer services is very poor! There’s no way to terminate the contract other than by phone call, we need to know why we cannot cancelled it on the store?!

Additionally, on the phone line, they asked repeating question, my phone called was 25 minutes! For one simple enquirery, didn’t even complete it! (The lady hanged up!)

Also, somehow the lady was asking for my sort code, sort code is okay but she stated ‘the code on the back of your card’, I don’t why she’s asking for that but I will not give out that information and I hope everyone that is reading this to keep their security code to themselves no matter what.

Overall, I hope they will provide more staffs that can deal things professionally and be aware some of the staffs need more training as they just hanged up on me and she put me on the wrong contract termination date. (which I’ve called again for another 10 minute.)
  • Satisfaction
    3 stars
  • Speed
    4 stars
  • Reliability
    4 stars
London Virgin Media  
Moved house. Arranged with moving team from virgin media or so we thought!!!!! No job booked apparently. Spent 3 hours on phone to customer services/ moving team etc none of whom are in this country! Still not got phone or TV 1 week later!! Cancelled and going with Sky. NEVER GO WITH VIRGIN MEDIA THEY ARE A COMPLETE JOKE
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Liverpool Virgin Media  
Kept disconnecting from wifi even though we paid our bill, think VM wants tips...
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    2 stars
London Virgin Media  
DO NOT CHOOSE VIRGIN UNDER ANY CIRCUMSTANCES: THEY ARE TERRIBLE.
Been a Virgin customer for quite a few years. It used to be OK but has got progressively worse and is now just terrible to the point of being completely unusable (June 2018).
We have been having poor broadband for months, and repeatedly asked Virgin to fix it. The customer service is very poor, so this involves hours on the phone, and waiting a week or more for an engineer appointment. The broadband is now more off and on, and has become unusable.
It now turns out that Virgin have a problem of "too much usage" in the entire area, which the engineer tells us has been an "open ticket" since last November, but they do not expect to fix until September at the earliest. In other words: Virgin know perfectly well that they are providing a rubbish service to a large number of customers, but cannot be bothered to do anything about it.
Now changing provider. Goodbye Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
Virgin Media customer service is an absolute joke. Same goes with their policies. Got an upgraded bundle with 2x speed internet from my previous that included phone as well. I was only interested in the internet so I haven't even got a phone. Last bill they charged me for phone calls to certain mobiles!!!! When I called to explain the issue they send they will send an engineer to check if it's a cross-line and said my DD will be paused until this is fixed. Apparently a massive lie because I was still charged almost 3x my normal bill amount for phone calls when I don't even have a bloody landline! This is an absolute joke and I hope the authorities get wind of this cowboy behaviour
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Birmingham Virgin Media  
Awful Service and customer care. Ongoing simple issue for 9 mths, days off work for virgin to come out but they don`t& if they do they cant help. Finally given £290.41 in credit but then they add this amount to my bill instead of deducting and issue STILL NOT resolved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Coalville Virgin Media  
Even though we have been pleased with our Virgin packages for over 20 years, we find it rather sad that they are not prepared to match a price offered from a competitor site even though we have been a loyal and prompt paying customer for so many years. If that is the way Virgin treat their loyal customers then shame on them. We noticed that a new customer can get a good deal though!!
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Telford Virgin Media  
Very bad connection! I’m a new user of Virgin Media and the wifi was not even working good on first months! Everything struggles to work. Sometimes wifi just turns off for 20 mins and you can’t do nothing to make it work. At firs I was thinking that maybe the device has some problems or something like that and i’ve checked on the website that maybe there’s a problem in the area but always answer was positive that everything is perfect. I’m very very disappointed about this...
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
Rubbish.
i've been a VM customer since the early days. ( cableinet with dial up)
i've upgraded every time to there highest packages. ( NO TV )
for the last 2 years its been less than useless.
I have always told people to go with VM. but not any more.
this year there services has been pathetic. the customer service is worse. And i am done with the garbage excusesevery time i call for support. ( once or more a week )
DO NOT USE VM....!!!!
:(
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Huddersfield Virgin Media  
Cheating on your bills without telling they take
Installation charge and activation charge, they will
Say all lies to get you moved to them, as a broadband
Speed and realisability are good don’t not trained
Customer sales team, will try to cheat you for money
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Kent Virgin Media  
Call centre could not have been more unhelpfull utterly useless.
The engineer however was great and is very helpfull.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
GLASGOW Virgin Media  
Virgin media customer service is very poor they were having a laugh about a disability I had saying how do you do daily things such as play on the Ps4 or use a phone, they said get your family to end the call and questioned my problems. I asked a manager to listen to the call and was shocked to hear from the manager that the adviser didn't do anything wrong, even though Virgin media have one on the best and fastest broadband, I would rather go else were for the friendly customer service like sky or talk talk, been with virgin for over 5 years and they treat customers like dirt, Disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Nelson Virgin Media  
Be carfefull virgin media OVERCHARGES all its customer's. Have checked my bill over 1 year every bill was incorrect.

Checked my families bills all were wrong by 20 percent if you complain they take NO notice and cut you off and ruin your credit file.

over 1t hers my mother overload by 19mthousand pounds... yes 19 thousand after 2014 I took over ever bill is 20 percent more than I agreed with every excuse under the sun.

This company is crooked. Check your bill closely. Don't be surprised if you get cut of as soon as you complain.

They won't send you a bill. Been asking for one for two years. CISAS are of no use. Trust me this this is going to be the next big scandal.

The directors shoukd be behind bars it's a criminal disgrace
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    4 stars
Ealing Virgin Media  
Absolute rubbish after being with virgin for 5 years+ giving them chance after chance every month the service internet phone lines are intermittent when you call in no one seems to care as you're in a contract. I would never use virgin again you have gone down hill along with your service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Virgin Media  
What a dreadful company. It is our 6th time that we have been unable to access many of the normal channels because we are seemingly 'not authorised' to watch certain channels including BBC4!!
Their help line was unable to help. However they booked a technician to arrive between 8 and 12 today, Guess what....they didn't arrive and could not even be bothered to call me.
It is time to move onto a new, more responsive, media supplier.
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Norwich Virgin Media  
Awful... absolutely trash. Can't even run a game without lagging and disconnecting. Happens to all of my friends who has virgin WiFi. And I'm very sure Richard Branson got a knighthood...what for...his failed company.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
England Virgin Media  
Absolute rubbish , trashed the cladding on front of house, then bodged the repair and tried to say wed had it done badly in first place, customer services just dont want to know theyre short of saying blah blah, to your face waited 3 months for netflix even though it was part of package , they said so what its free youll get it soon.broadband is hit and miss.and good old Richard gets a knighthood, what for fleecing folk? Absolute disgracefull company
wigan Virgin Media  
Absolutely disgrace and disgusting service and company. Charging my father whose in poor health condition a phone bill that was off for 6weeks. My father has been in hospital for a long time only to come home to a phone bill from virgin media charging him a large amount even tho his phone was off for 6 weeks due too poor wiring. I have reported the problem twice within 6weeks and nothing was done. So how nice of virgin media to give him a bill for something he has used. Never use this company they are a disgrace
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Worst broadband service in the UK. Please don't be fooled by the high speed that they are advertising. It's like having an high speed train on an old track. The service has been unreliable from day 1 and this issue has continued constantly. There is always network problems. Can't wait for my contract to end. Never had an issue with BT broadband so I'm very sorry that I switched to Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Watford Virgin Media  
Unfortunately I renew my contract on last October. Agreement was £30 a mounth but last 7 mounts twice I payed £30 the rest was between £35 to £40 without usage . The worst thing is customer care agent is like having fun with you. They are so rude and only one i could talked to manager and i could not believe his immature behavior. Do not go for Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
surrey Virgin Media  
Worst company I have ever come across in my life. Clearly should have checked the reviews before signing up as it’s obvious I am not the only one left absolutely fuming with the customer service received.
It must be compulsory to be rude, unhelpful and damn right arrogant to work for Virgin, the worst being the Managers.
I warn anybody that is thinking of signing up to Virgin, it’s nothing but hassle. You get a better deal and can rely on Sky 100%, I have them coming to install tomorrow.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Warwick Virgin Media  
We are currently without internet again! Totally rubbish. The biggest rip off going.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Doncaster Virgin Media  
basically poor customer service, no clarity, u can forget refunds, poor connection, rude. anything else. well try it and test ur patience with them. no longer will every get virgin, i would rather not have a broadband. useless, utter useless.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
birmingham Virgin Media  
Shocking service from start. First of all promised “a very special deal for today only”. Meant to be the VIP package at a very special rate. Of course I did not get it and I was gobbed off with “we don’t offer that” but very conveniently for them they did not have a recording of my call. Broadband speed fluctuatesceildly and we have had a problem withe Netflix. Dead slow. Also have a dea spot in the house. One advisor told me to phone up to request a Netgear Powerline adaptor which I was told would be available from 6 June. When I phoned up I am told I have to buy one. Shocking - if their signal is poor, and we have Virgin fibre, outside our door, I feel it is there duty to sort the problem out and not to tell me to buy something to ewsolvevthe problrm. Really disgraceful service and I would not recommend them to anyone Wish I had stayed with my previous provider! Disgusted !
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
N ireland Virgin Media  
Me and my partner tried to get virgin at home. We booked the installation for last Friday and received the equipment that came with missing pieces. We waited for the technician to sort the problem and after all day waiting were told that he would only come today (tuesday), when he came told us that was not possible to install virgin here. Went to the shop and no one actually tried anything to help us. We still don't know why we can't have this because the only thing that the manager did was cancel our service without even asking us if we would like to have the problem sorted. We were once again almost 2 hours in the store looking to the manager on the phone (this hadn't told us what he was doing) and after all this he told us the problem was sorted and everything was cancelled. Awfull service and organisation. The manager didn't have any knowledge about the engineer coming to our place and there is no one we can actually talk with about a problem. When we left the shop we looked for another servidor and found a sky shop, they were completely into everything about service and we were helped so much better in here!
  • Satisfaction
    1 star
  • Customer Service
    1 star
Exeter Virgin Media  
Ever since we got the new box and router from Virgin Media we've constantly had issues with the broadband. It stops working at least once a week. Had no broadband all day Sunday 3rd June. Same happened a couple of months ago and was promised a rebate on my bill by customer services. Never got the rebate, they actually added £4 on! When I eventually got through to customer services on Sunday I was told there was a problem in my area and it will be sorted at 9.25pm which I thought was a very precise but odd time. It still wasn't sorted at 5am Monday morning. I begrudge paying £80 a month for a service I can't use. Am shopping around for another provider but Virgin are the only ones who do fibre optic broadband in my area. Old router we had before the so called upgrade was much more reliable and faster. Virgin customer service are diabolical trying to pacify you when you call them from the scripted sheet they work off, and the call centre is in India so you have a hard time trying to understand them. Waste of money. Avoid at all costs
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Manchester Virgin Media  
Fastest Broadband speeds,But isn’t overall reliable but problems usually fixed quickly without any problems
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
For a few months everything was fine until one month I was charged way more than expected. When I called to find out a reason for this they lied to me twice. When i proved them wrong the manager was extremely rude to me so I left virgin media. NOT RECOMMENDED!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
I signed a contract for broadband and landline. When the contractors came they said they had no instruction to install the telephone, and they now say there is not the capacity to do so. Very disappointing and feel I have been cheated. I signed and they signed, but .... I have to pay quite a bit to have a separate phone and that was not the deal I signed up for. Beware cheeky chappies with their sales talk!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Winchester area Virgin Media  
I moved to Virgin because of the fibre broadband. I was not interested in the phone, but they convinced me that just paying 2£ extra getting a 29£ package I would get phone and tv. Did that and then they said it would be easier if i gave them my current phone number, as it would be easier to move my current phone and then they would automatically with my current provider in cancelling our services. I did that. They installed the broadband but they said they could not install the phone, but they would contact me in a couple of days. I was never contacted, so I called and they said that sorry but still they could not give me an appointment for the phone. Afterwards, my first bill came, it was 135 £. I called virgin and they said not to worry that because the system sees that I do not have phone installed, it is not calculating properly my bill and that they would put the extra on my next bill. The next month, again my bill was very high, called virgin and said that they had a capacity issue and cannot install the phone. I realized then that also my previous provider were still billing us. I told them that why did not they cancel my services and they said that because they could not install the phone they did not cancel. After talking to manager, instead of fixing the problem the solution they gave me is to move to a more expensive package without phone of 45£, to cancel or to go to deadlock. They told me if i accepted the new package or cancelling i was not allowed to make any further complaints. They did not want to reimburse my activation fees, or the fact that i was paying for phone but never got the service. In addition, that i was being billed from another provider. The manager was so rude and kept on saying that all this is in my contract. When i asked her to tell me where in my contract does it state this, she said she said she will come back to me. She called me again, and said it was not in the contract but they could not honour it and these are the solutions they are providing me. I asked her to send me in writing and she said that that this was not part of the process they followed. It was a nightmare.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Wembley Virgin Media  
- very disappointed
- 3 engineers have visited and they had no clue
- Problem still exist
- I seriously don’t recommend using Virgin to anybody
Surrey Virgin Media  
When the internet’s actually working it’s pretty good but every 2 days or so something breaks on their end and it takes at least 3 hours of no internet to fix. Always says an engineer is on the way but I’m starting to think there are no engineers because every 2 days it’s breaking. They really need to sort their issues out
  • Satisfaction
    2 stars
  • Customer Service
    3 stars
  • Speed
    3 stars
  • Reliability
    1 star
Whitefield Virgin Media  
Shocking! No even close to getting what we pay for. The broadband is up and down all week long. Get told over the phone there is nothing wrong when we can clearly see there is. Do regular tests and we have a package for 150mbps-200 and we are getting 5! Yes 5! Virgin media are very poor and don't recommend to anyone.
  • Satisfaction
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Nottingham Virgin Media  
Worst service ever , they catch you with 12 month contract , when contract expire they will not contact you so you will find an surprice bill charge !! Be carefull
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stanmore Virgin Media  
Unparalleled quality from the 80s.

The broadband speed is pretty good but the router is absolute garbage and only covers the ground floor of my house so the devices that use the internet (which all happen to be upstairs) receive next to no reliable connection making watching videos, playing games and listening to music next to pointless because I have to watch videos in 144p, can only play single player games and music has to buffer every five seconds.

When you actually can connect to the bloody router the speeds are good, but what's the point if you're restricted to the same room as your router?

My old AOL router from the mid 00s was better.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    1 star
West Yorkshire Virgin Media  
Rubbish. Incredibly inconsistent and slow most of the time.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Wakefield Virgin Media  
STAY AWAY!!! Even if you have to pay more, go with any other company except these scammers! Can't even be bothered to waste anymore time writing about this company. They have lied so much and are totally unreliable in terms of repairing faults. Been waiting 3 weeks and still not reconnected. Goodbye and thanks for absolutely nothing!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LONDON Virgin Media  
speed of this is so bad that when u using more than 3 devices the inthernet will be slow and you will not be able to do anything. evry 2-4 days have to restart the router because it wont work at all. when u contact them and tell about it they will want the extra money for the new router and even when u get the new router it still happends
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Belfast Virgin Media  
The contract negotiations you do over the phone are not added to the contract,so they will tell you yes to what you ask for and charge you for what they want.you get connection charge, disconnection charge, equipment charge.My offer had £50 off to you when you join and to the person who recommended them- it was missed.
The speed is faster than of other providers,however less than what you pay for.Mine was vivo 100 , on speed tests i received below 50 and that was with router on the table.
The thereafter fees always applies,it doesn't matter if you specify that you make the deal for only 12 months or the length of the offer.If you try to contact customer services you better be prepared to wait more than 20 min ( 19 min and 28 sec) just to find out that the system said that ...it is your fault. I hope that one day the regulators are going to force them to reimburse customers for not respecting their contractual services as they did with the banks.Until then good luck!
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
London Virgin Media  
A lots of marketing for this company with no purpose!!
Made contract with them and already in the first month booked 2 services because they can’t fix the issue. Took 80£ for the contract and services and now I’m waiting to do my paperwork with no internet till next week when of course another engineer is available. Please be carefull with what you chose looks they don’t have any issues with the direct debits but they have issue with theirs services. Such a putty for the money that are investing in marketing fooling the people’s eyes
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Wimbledon Virgin Media  
With I could give the reliability score a minus. Truly awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Liverpool UK Virgin Media  
i was with these for ove 20 years, last 5 years were terrible lied to all the time, never notified of rip off discounts running out, never sent a bill or email for at least 5 years, bill raised from £52 to £98 and i was told i had to pay this for 12 months as i signed a contract, another lie, waste of time ringing tbem as more lies, canceled direct debit, move to another supplier, they never stopped calling and sending letters until i paid what i didnt owe, bunch of thieves,
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
tyne and wear Virgin Media  
Very bad place, didnt even get my virgin installed, twice they told me i will be getting it installed and they never done it, very very very unreliable never going with them again!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Trowbridge Virgin Media  
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
  • Satisfaction
    2 stars
  • Speed
    3 stars
  • Reliability
    2 stars
BRADFORD Virgin Media  
New to virgin media not impressed at all wifi signal in house is rubbish probably crap router been with plusnet customer for few years will go back once contract runout money you pay for speed you will only get half of it stay away
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Slough Virgin Media  
Virgin Media are incompetent.
I have made 10+ complaints abd the idiots still email me Dear Mr Ben Roberts..... THAT'S NOT ME YOU BLOIDY IDIOTS.
0/10. RIDICULOUS.
Exeter Virgin Media  
Terrible. Service doesn’t reach the full house and does not work at all in one of the rooms, which unfortunately is the study, where the computer is deemed basically unusable due to not being able to connect to wifi. Stay away from Virgin Media.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northern Ireland Virgin Media  
Service was acceptable until the new TiVo 6 installation. Since then is absolutely shocking, WiFi drops out literally every five to ten minutes making internet use impossible, and you can forget YouTube or Netflix. Service engineers couldn’t lie straight in bed. Virgin media, a service not fit for purpose. Please do not waste your money or time subscribing to them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
I had Fibre Optic broadband from virgin in January 2017, May 2017 I had it removed, after constant calls to virgin and seven visits from engineers in three days, a complete new system fitted and we still had no broadband, this is the worst service I have ever had, dont waste your time and money.
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
Radcliffe Virgin Media  
Although Virgin probably have the fastest speed rating they are NOT the most reliable the broadband quite regularly drops and as for streaming that is a joke . The most irritating thing about them though is the fact that when you do have a problem and you need to speak to someone you very rarely get someone in the UK on the other end of the line they are in another country thousands of miles away and don't speak very good English and they can sometimes be very rude so i am not impressed with customer service at all so if i can find another Broadband service with speeds that can equal Virgin media then i will be moving .
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Oldham Virgin Media  
Worst service ever!!! Everytime we have a internet connection all they do is book a technician to come and check their equipment! And after receiving tens of messages about their appointment sometime the engineer doesn’t even turn up! When he does turn up he says no issues you are in a area where virgin connection is slow so this happens!! They take your money for the whole month! Make you take days off work for their engineers not to turn up!! The customer services staff are rude and have no solution other than booking an engineer! To avoid at all costs!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Mitcham Virgin Media  
I am not impressed with Virgin Media. I thought this company was one of the best regarding the speed and broadband reliability but that is not so. My TV and internet keeps buffering despite being given a booster modem. When I contacted customer service, I found the advisor to be abrupt and he refused my request to speak to the manager. Stay away from them is my advise. They’re okay to take your money but when you have a problem they fail massively.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
STAY AWAY! It's pricey but always faulty. Customer service is not existent. I have booked a technician so many times and never got one, it was always cancelled last minute because "the problem in the area was fixed" while the main problem is my router alway flashing.
I am having a problem EVERY SINGLE DAY, connection comes and goes.
After so many calls (alway charged, of course it's their fault, but they charge you even to report it) I got to speak with a "manager", his name is Goram or something like that. What can I add beside USELESS? I said I didn't want to pay the bill for the current month since the connection is extremely poor (in a hostel room on the 6th floor with the router on the ground one it would probably be faster) and he said he couldn't do anything... not eveb a discount? Well, I guess being manager or bein an call centre operator doesn't make any difference then.
Can't wait to get rid of this horrible company.

STAY AWAY, trust me!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Good if you want speed and reliability. HOWEVER BE WARNED if you want to cancel.... good luck, 2 phone calls and on the last call I had to ask 5 TIMES to cancel if they couldn't meet what another provider was offering but the sales agent continued to try and sell me what I didn't need!! I had to be rude and abrupt with him to make him listen and when he finally got the hint he was rude and abrupt back, rediculous he reacted like a jilted lover!! he then rushed he explained the terms of billing and cut offs so fast I could take anything in or write it down. just terrible. now a credit for services they have charged me for which I shouldn't have been charged for are being sent by cheque..... in 45 days!!
online help is useless don't use if you need any support at all!!!
terrible and I would never go back, I would rather pay more and go for sky!!! or even better now tv!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Gatwick Virgin Media  
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 .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northampton Virgin Media  
Speed: Fantastic Speed, I usually get faster than my package should be and you can download as much as you want.

Customer Service: Very annoying with their automated lines that you usually have to call more then once.

Reliability: Not very good, Over the last 18 months I must of called them a good 10 times about outages (and that's only the ones I bothered to call them about) always with the same excuse NOISE ON THE LINE.

And lastly a word of warning, keep an eye on your bills they go up often without notice.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Merseyside Virgin Media  
I joined virgin media 12 months ago. At the time the messed up the package I should have had but they told me not to worry, they would apply a credit to my account each month to cover the error. They then told me i would be able to get another good deal when my contract expires so the original error wont matter

12 months have passed and the new offer they are giving me is not as good as i could have had if they had set the account up correctly 12 months ago. Even though this is their error, they are prepared to do NOTHING to rectify this and even encouraged me to leave on the phone

Shocking to say the least. I work in customer service and cannot believe how they treat existing customers! A new customer could move top them now on the same package as I have and pay £49 per month. My "special offer" as a loyal customer is £60 per month! Loyal???

Why am I being penalised

Good Bye Virgin Media. Hopefully other customers will read this avoid joining you before they fall for the attractive introductory rates you offer
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Berkshire Virgin Media  
Really poor customer service and the tv box keeps going wrong. Super disappointed
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Bristol Virgin Media  
Well where do we start. Our bill we agreed to was £55 for the 12 months we were in contract. Then after that 12 months they increased the price by more than £30, charging for phone calls which we hadn’t used, we don’t even have a phone. Also once your contract has ended there seems to be no customer loyalty service, as unless what your wanting is more money then there isn’t anything offered to you. They seem to offer you a great price to join then they just bang your price up. Also customer services is absolutely shocking, you can never get through on the phone, also the online chat customer service is a waste of time and energy they have no access to anything at all so what’s the point. DO NOT SIGNUP WITH VIRGIN , ITS A TRAP AND YOU WONT GET OUT EASY, VERY VERY COSTLY AND BAD.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Chesterfield Virgin Media  
The worst network I've ever had. I can not believe that I was fooled by the gentleman who knocked  at my door and told me that he was making me a good offer ... and I decided to give up on sky for virgin media. There is no signal except in the room where is located the router, if I go upstairs in the bedroom I no longer have signal and I pay £32 per month for this. The internet interrupts often, very often, sometimes even 2-3 days until the malfunction is solved. I have a lot of work to do on my laptop, a lot of projects for school and this is a disaster for me, not having  internet. I try to call  and tell them about the poor signal and they try to sell me 2 extensions for £50 each!!! But if the signal is bad even close to the router, what is the point of paying more? Fiber optic speed my a**!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow, Londom Virgin Media  
Stay away from Virgin Media Group, I have had a bad experience with these lot. They tried to charge me for services they did not provide, after waiting for months to be connected I decided to cancel. Then I realized my information was passed on as a credit defaulter and as you guessed I now have bad credit score etc.
Wasted so much time call them to rectify this but they did not bother to rectify anything.
Edinburgh Virgin Media  
When the service works everything is ok. The problem starts when there are any faults. Lack of customer service and care, technicians missing the appointments and really hard to re arrange visit even if technician missed the appointment. So if you go with the broadband, pray you won't have any issues otherwise you will be out of service for a week or two at least . They diffinitly need to train their customer service staff and technicians
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Ealing Virgin Media  
I honestly thought Talk talk was bad but this company has taken it to another level. Phoned after wks of cock ups by VM incidentally nothing to do with Richard Branson they separated years ago but kept using the name, I called because my bill for broadband was £70 when in fact is should of been zero due to previous cock ups and lies. They informed me that I had been billed incorrectly and said not to worry, guess what they still took it from my account anyway just before bank holiday. I phoned they said sorry the money has been refunded to my account weekend with kids ruined but assured money was going back into account by Wednesday, two weeks later no money so I have terminated contracted. Only to be told they would charge , see you in court knob heads I'd guess. Run away if approached.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Stoke Virgin Media  
Do not waste your time getting Vigin in the Southbourne area. They can’t provide a reliable service at all. I have just been told I will have no internet for the next 5 days. That is 6 days without internet. This is the second time this has happened to me in the last three months. Apparently, they will compensate me but it does not make up for the fact that I need internet for work and that they did not compensate me last time it happened. Nit inly that but no email to warn me this was going to happen. I will leave them as soon as I can!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Southbourne Virgin Media  
When the broadband is good it’s amazing but when it goes wrong the customer services staff will lie and do anything to get you off the phone without helping.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Walsall Virgin Media  
My package £33 a month. End of contract they charged me £80..... and renew after 2moth again they charged me £80. I wasted my money, time and stressful. When phone to them strange excus! End of this year will cancel and never ever use this robbery company. Another users please check the your bank statement every month!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Sutton Virgin Media  
customer service is awful - at first they charged me for phone usage - while i do not even have a phone...apparently it was test calls the engineer made when installed the line. then when i finally stopped the contract, customer service wanted to charge me for days outside of the contract - until i forced them to recalculate the charges, had to speak to the billing department - at which point they realised they miscalculated...when i started the contract - i was promised 32£ p/m, and after 12 month - 45£. the first bill that came up after the promo year was 49£ - for no one knows what reason. their employees who handle billing seem to miss basic finance training. will never come back to them again
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Cheltenham Virgin Media  
After unreliable experience w BT i switched to virgin over a year ago. At the beginning we were all v impressed. But in the last few months it has vecome very unreliable and it has slowed done too.. Some days we will have outages up to 5 times a day. In the past 10 days it has been a nightmare. First there was an area fault, then after waiting for several days an engineer came and reinstalled the whole thing. Adter that it beca,d more erratic. Today it stoped workimg altogether. The call center told me there was no equipment registered. It ‘only’ took 3 calls..... i am now waiting... unfortunatley the 2 other providers i want are not in thus area. Do not get virgin!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Nottig Hill - london Virgin Media  
Over view
1, check what they charge for.
2, Keep a record of your contract start and end date to avoid a shock.
3, they aren’t perfect, no one is.
4, Value for money ???
Read more for deatil of my own experience..
Overall Virgin media offers a very good broadband service, but were it fails is it’s customer services it simply isn’t good enough, i.e. moving home with them is made more difficult than it should be, there are considerable extra charges which came as a surprise despite me making it very easy for them, bascially i didn’t need an engineer it was pretty straight forward to install the service. i gave there customer service two stars due to there willingness to solve the problem that they created otherwise it would be a 1. I remain with virgin due to poor service/value/quality from other services in my area.
  • Satisfaction
    4 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Belfast Virgin Media  
I originally started off with a broadband only package, as I felt that the phone was just a waste of money. I was later talked into taking the phone for a slight increase in cost. The cost rocketed after the original contract and now Virgin are telling me they don't charge line rental for the phone ( lies )and I can't go back to a broadband only package. I feel I've been conned .
  • Satisfaction
    1 star
Edinburgh Virgin Media  
Very bad service..not reliable..even after telling them to cancel the connection,the staff say okay we will and after some days they say you have an outstanding balance to pay,if you do not pay we will report bad credit on your account...the other broadband services are far better then virgin media..very disappointed with their service..will never recommend anyone.
Middlesex Virgin Media  
Never again will I touch virgin, my old router packed so they replaced it, it always disconnects for hours on end, speed is slow, they have the nerve to charge £48 which includes line rental, I now have vodaphone super fast broadband fibre optic for £25 per month at 76mps which includes line rental,
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Kirkcaldy, fife Virgin Media  
Not reliable at all. In the last 10 months I call support at least 20 times. What's the point to have fibre if you can use it just sometimes?
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
London Virgin Media  
We recently received a marketing call from Virgin Telesales team 10, a lady by the name Abi. As we are not with Cirgin on the broadband package ( we are with sky) she offered us the fibre 100 package ( telephone and broadband only) at £29 per month. The deal was good as am currently paying £38 with sky. I did inform her that we had previously tried to join virgin for broadband but were informed that no space is available in our area. She confirmed that space was now available. I informed her that as I was with sky, before I join virgin, I needed to find out when my contracts end with sky and what the cancellation charges are, so as to avoid unnecessary double charges. We agreed that I would call her the next day after speaking with sky. I did speak with sky and they told me the cancellation charges were £44, which was acceptable to me, hence informed sky to cancel my contract. I immediately called Abi, who stated taking my details down I order to join Virgin. Half way down the call, the phone got disconnected, since then I have been trying to contact abi with no luck. I then tried calling virgin through their helpline, spoke to another sales consultant who informed me that I could not join Virgin as no space was available in my area. This was a shock to me since Abi had promised me space was available, and based on that I cancelled my existing contract with Sky. This is tiattalynnot acceptable of virgin, luring new client to sign up for a deal, making them cancel their existing contract with other providers, only to inform them later on that they cannot provide the service due to unavailable space. I will never join Virgin ever again due to poor business ethics.
Stanmore Virgin Media  
Virgin Media's standard business practice is to bill you for a full month in advance despite receiving a prior instruction to terminate the connection.

On top of this, refund of your mandatory over-billing is via a CHEQUE. This is apparently preferable to a direct transfer back in to the account you paid them from. I can think of two possible reasons for this:

i) It's 1993
ii) Virgin Media are hoping you are too lazy to deposit the cheque so they can stiff you on the bill they should never have levied in the first place

Which do you think?
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    2 stars
Leicester Virgin Media  
I've been with Virgin for near enough 4+ years initially had the TV service & a line but found we didn't use those so whittled down to just the 100mb BB i'm now paying 40pound plus for an actual 32.39mb needless to say not happy.Service has been choppy last couple of months we have busy lives not got time to always chase dodgy BB service, so i'm glad that my mobile contract has unlimited data to fall back on.
  • Satisfaction
    3 stars
  • Customer Service
    3 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Preston Virgin Media  
Hopeless from start to finish. Avoid them at all costs. Difficult to imagine anything worse.
Fitters came to install cable in the dark with a shovel. Couldn’t see what they were doing, couldn’t dig the hard round so cable ended up on surface of drivebeing run over by cars. Speed varies between 110mps and zero. Often cannot get on broadband at all, phone doesn’t work, have had to restart the tv box on numerous occasions. When you dial for service the computerised systems say all OK. Very difficult to talk to a human being. When you do they don’t all back. I’ve had my problems for 6 months since installation and it’s getting worse. Try BT or SKY. I’ve had them both and they were both better. Virgin are an unmitigated disaster with no service organisation.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Virgin Media  
Wish I never signed up with them. I have never dealt with a company with such poor service. Originally we were told 2 weeks for installation, they kept moving it back and back and took 3 MONTHS to finally have it working. They would arrange an install time, (and I actually took a day off work to be there for this), and no one showed up! I called to find out when they were coming and they moved the date again with out telling me!
They gave us 3 months of movies 'free' as an apology, and then started charging me £20 EXTRA a month for this and will not refund me!
Absolute con of a company and do not deserve any stars at all.
Also when I have tried to talk to someone on the phone, no one knows what they are doing, when I ask to talk to a manager there never is one, and when I finally get hold of one, he was rude, unhelpful and hung up on me!
I bought this because I thought fibre optic was supposed to be high-speed and efficient. But it freezes regularly and we have to restart it every week or so.
Joke of a company, DO NOT SIGN TO VIRGIN.
Tooting Virgin Media  
They don't even deserve any stars from me. Absolute **** with their services, I've had people sleeping on the phone to me, hung up the phone on me, over charged me for two properties for no reason, yet they still have no clue as to what's going on. Worst company ever, waste of time, can't wait to leave them.
Virgin Media  
Paying for 200mb service, which we maybe hit a few times a day. Unfortunately we also hit under 1mb/sec speeds regularly. 4 engineer visits. 2 hub replacements. It appears we're suffering the "utilisation issue" where Virgin oversell the service in the area, leaving the system unable to supply the promised speeds, and prone to complete dropouts, multiple times a day. Watching Netflix without buffering or complete stalls is the usual, streaming music regularly cuts out, and our security cameras become useless. Would much rather have a slower speed that never drops out (BT maybe?). Customer service is hideous. 10 minutes of automated tests (every time you call) and when you finally speak to someone, they're in an off-shore call centre with no knowledge of your previous complaints. It's the hellmouth of tech-support. Avoid VM like the plague. Go for a slower speed with a provider proven to deliver a consistent service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    1 star
Hertfordshire (virgin media area 24) Virgin Media  
I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Woodley, Reading. Virgin Media  
Virgin media gave me a new V6 box as a valued customer. It gave us constant problems it constantly dropped the connection. Each time I rang customer service and got the very annoying voicemail to reboot - as if you haven't tried that all ready and it not work. Had one guy on yet another long and boring call to virgin if I rebooted via WiFi I would not have a problem again. When I tried this it said I didn't recognise my WiFi address. Another person said she would escalate it as she could see I had a problem and she promised someone would back. And can you guess??? No one did. I rang to complain no one had rung and still no one did. After more dull boring calls to virgin I threatened to leave as I was paying for a crap service. Was told I would have to pay them £198.00 to leave. I managed to get the snowflake I spoke to get an engineer out and I wasn't paying for one. Snowflake got upset I swore when speaking to him well if he carries on working with virgin he needs to get used to it people are angry with a crap service.
  • Satisfaction
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
South Wimbledon Virgin Media  
WiFi constantly dropping off! So glad my contract is near it’s end! I am willing to pay the last 2 months and change provider. Joke of a service!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Burnley Virgin Media  
I feel so let down by virgin media today. I am a property manager and requested a enginneer visit today as a managed house has no broadband working. I was given a time slot of 8-12pm today and requested a call 30 mins before as we do not Live at this address. I got a call when the enginneer was there and not 30 mins before so he couldn’t wait for me. He told me to call into virgin and explain. The call handler was very unhelpful and wouldn’t confirm another enginneer for today. When I asked to escalate the issue he wouldn’t transfer me to a manager or someone that would be able to help me. I persisted so he raised his voice to me. I asked to be transfers to customer retention and he hung up my call after a total call duration of 25 minutes. Virgin I am sorely disappointed that my tenants are going to be left now with no broadband from your poor service. Please help me here get the right service before we take our 25 plus packages elsewhere. Just useless
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Dumbarton Virgin Media  
I am writing on behalf of my mum. Her broadband went down last week.
An engineer was booked for the 8-12
time slot and I would have to be there, although my mum was at home.
Virgin called to say they were running late, so the 4 hours that I took off work, was a complete waste of my time!
It did eventually return on Tuesday afternoon has now gone down again. I have been told it should be up and running some time today.I am the contact for my mum and I have received no calls/texts from Virgin to apologise for their lack of service or an update on when it is likely to return!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Reliability
    1 star
Hampton, Middlesex Virgin Media  
I live in zone 2 London and my internet has been down ALL day. I spoke with customer service and was told it is scheduled to be fixed by May 8. So no internet for 6 days?!?!! It looks like a network issue - I signed up for updates but haven’t received anything. It’s unacceptable for the internet to be down for so long but it’s equally unacceptable not to communicate anything to customers. Really shocked at how bad this is.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Internet is extremely slow or not working at times, had engineer in twice, no improvement. Customer service is awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London, Mitcham Virgin Media  
Absolutely terrible service.They signed me up to a package I never agreed on, instead of calling me back to discuss and agree as they promised.
Then when I called about the bill they sent me and referred them back to the call where I never agreed a contract/package with them, they said they would review the call and get back to me.
Two weeks later I chased and they still had not reviewed the call.
Then they chased me again for the bill they should never have issued in the first place, and when I said I have a complaint with them about this bill and I wouldn't be paying it, they said that they can't help me with this and I should call another team.
The online chat is never available.
And the actual broadband service has been crap as well
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London Virgin Media  
Words can't possibly describe how bad the customer service of Virgin Media is.

Being a customer of 7 years I have been very very unhappy with Virgin lately when I had to deal with customer service.

MOBILE contract and data:

I have recently finished paying up my phone so decided to get a new one. Not only they have sent it through Yodel who didn't deliver it even though we were home all the time, they sent it back, they canceled the new contract AS WELL AS MY OLD CONTRACT.

I had to call them around 6 times that week and spent 30-40 minutes approximately on the phone with a new staff every time. In the end, they concluded there was a system error and they will call me back in a few days. They never did (3 different members of staff said they'd call me back).

My phone was cut off for about a week. In the end, they gave me some top up but in reality, it meant I still had no minutes to call.

I decided not to go for the new phone but still wanted some sort of contract since they canceled my old one and had no connection with the world. I was exhausted by all this and my boyfriend ended up calling them one last time. I got a new one at the end but they never apologized or investigated or offered a new solution. I wish I could go with another provider but seemed complicated with keeping my number so unfortunately, I had to go with Virgin again.

On the other way, they started harassing me from BROADBAND side:

Around the same time as the thing with my phone happened, I also realized I suddenly started paying twice as much for broadband. I realized that the first year was a promotion. I do feel it wasn't really clearly stated at the beginning but it is equally my fault not to properly read the terms.

However, we instantly called Virgin and changed to a more convenient deal.

Nevertheless, since then they haven't stopped harassing me. Every single day they call me, first they ask for 'Mr. Wilson' (wrong name) and then they want to continue asking why I canceled and try to offer a new deal. Every day Every day, I tell them that a new contract is starting from 17th, I ask them to take me off the list and make it clear that they had called 6 times already.

Words cannot describe how fed up I am with them. Their only plus is the cost of having to deal with organizing new providers which I've no time for. Very reluctantly, I am continuing to pay this company who I would happily rate minus 1000 stars for customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    4 stars
London Virgin Media  
Must be the worst service I have ever had morning appointment arrived at 5 30 two change over from bt and left with tv phone not working rang them none stop but got no where cancelled and went back to bt
Cheadle hulme Virgin Media  
The Internet couldn't be worse. Steer clear of Virgin media and you'll save yourselves a headache and the realisation that the owner is a moron
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
West Yorkshire Virgin Media  
I wish I could give a zero star. Worst service ever. The billing team is ridiculous as they keep debiting our account without our permission every month for a different contracted price. I wish i could cancel there contract now rather than stay with these cheaters!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harrow Virgin Media  
The worst ever broadband you want to take i had sky for three years and was working fine when i started getting offers from virgian media fiber broadband and i changed it to virgin thinking it would be good but trust if you want headeach and build your anger then get virgin media i would not take virgin media for free and customer service is even worse it goes to another country and dont know what they are talking .
LONDON Virgin Media  
Service gets worse every day. They DELIBERATELY slow down network speeds, and then you get emails, phone calls and visits from the local services staff. They all want to change the older service to v6. I've had v6 since it was developed, and it had to be changed 3 times before it sort-of 'worked'. All in all I'm not too happy about it, since they charge about 20% more than Sky and have far fewer channels. One further point, why does their owner dress up in girl's clothes??
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harlow, Essex Virgin Media  
I ordered fiber broadband 100MBs 13 days ago and had quite a few headaches to date (still no internet tough). Here is the list?
- had a great call service provided, when I specifically asked about required landlord set up approval. I was told not to worry about it. Great, right? I wish: Few days later, wife called me at work telling me some Virgin engineer just started drilling holes around the external part of the property without even ringing the bell to warn anyone. Landlord, of course, had gone crazy about his property damaged. Engineer was stopped by Landlord and left holes unfixed.
- After several call center long calls and lots of unreasonable re-schedule options, I finally managed to schedule visit of specialized team to explain the sort of work that would be required - agreed with landlord and Virgin staff on a property setup procedure and confirmed visit for a full job (both external and internal), 4 days lates (same original set up date). Specialized team assured me no new external visit would be required as they would do all work under one single visit. Did not confirm time though.
- At the supposed visit day, I had both the landlord and wife waiting since 8am and no one came or called ahead until 6pm. I did call around 1pm and had the visit schedule confirmed to same day by Virgin representative. Only at 6pm they returned a call to let me know they would not be able to install it due to lack of landlord authorization (i know! crazy, huh). After I updated the Virgin representative, he tried to reach the field team, who was unresponsive due to 6.05pm time after work-hours. So, I would not have the installation done, would lose my previous provider the following day and no solution presented from Virgin such as next day installation priority. The best I was offered was many `so sorry` and `cannot set a new date` empty replies.
- So Virgin left me with no estimated date of setup, annoyed landlord, no broadband left from my previous provider.
Service sounds great on paper and sales team call but awful setup consumer experience.
  • Satisfaction
    1 star
  • Customer Service
    1 star
London Virgin Media  
Absolutely appalling customer service!
Have to pay for paper copies of your bills and if you don’t, you will receive no notification of when your contract is due to end. They will subsequently sky rocket your monthly payments with no notice.
Finally getting through to a manager who is sniggering down the phone, we ended their services whilst still having to pay for two additional months.
Do not choose Virgin Media. Not worth the hassle.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Virgin Media  
I am speechless about the total incompetency of this company.
Customer service calls some to India,some to Glasgow. They never resolve the issue or get it right.Six hours of my time spent on this!
Three engineers later and holes and wiring in my home that is unbelievable I am still without service . I have photos of damage to my property and I am going to take this to Watchdog. This is without doubt the worse company serviceI have ever experienced in my life .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
maidstone Virgin Media  
The lads who fitted it was good lads but the customer service on the phones after telling them that my broadband don't work was a discrace ill never advise anyone I know to try this company as they will b paying for fresh air I will b cancelling tommorow and I ain't even been set up after 2 weeks
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Wrexham Virgin Media  
Sub standard in every way. I have been a customer for many years but have now had enough. Reliability is too poor to be able to work from home. Outages are frequent and without explanation or apology, despite my reporting them through the online fault reporting page. When I called to cancel my contract I was put through to an aggressive sales person who was determined to stop me from leaving. It transpired that they could see in their system that my equipment was faulty and my connection speed below normal but they had done nothing about it. Looking forward to not having to deal with this lot ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Nothing much to add that hasn't already been said by previous posts. Broadband is fine, while it is working, regular connection loss for periods ranging from 5 minutes to 18 hours.

Customer service is, sadly, disgraceful, and occasionally difficult to understand, which doesn't help matters.

The price we pay, for either standalone broadband, or as a package, should really entitle everyone to a decent service standard, which it seems a lot of people do not receive.

My advice, for what it's worth, if you're looking for a broadband provider, Virgin Media should be your last resort, read these posts, heed the warnings and save yourself the stress and hassle.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Teesside Virgin Media  
Service is not reliable but even more annoyingly they hassle you over the phone until you accept a supposedly free upgrade, which obviously turns out not to be free
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
London Virgin Media  
Virginmedia signed me up misleading circumstances tsaying they would provide me with all 3 services but didn’t tell me I would be waiting up to 3 months for the phone to be connected so as a result as sky cut me off on the date I agreed (I thought vVirgin would have switched by then)so have lost My home number of 35 years which wil cause me a lot of agro —- I would give Virginmedia -5stars if I could !!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Bexley Virgin Media  
Used to have bt it was so much faster im moving back to bt
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redcar Virgin Media  
Cusomer service it's useless. Drives you mad. You just want to cancel everything and never have to deal with the company again.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    4 stars
Bedford Virgin Media  
My mother-in-law has been diagnosed with dementia and is having difficulty using the virgin system so we have tried to simplify everything for her. Tried to cancel everything except phone and they say they want £139 cancellation fee what is going on at virgin ?
If everything is still the same in 12 months we will be leaving virgin and I won't be recommending virgin to anyone.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Doncaster Virgin Media  
This is an intermittent problem where the broadband goes down. The last time it happened, it came back up within a few hours. Most recently with the same issue, phoned Customer Services (based in India) twice. The first suggested a server or power issue but wasnt aware of a problem but assured me that it would be resolved in 4-5 hours. 12 hours later, my second call was with an operative who constantly put me on hold several times (while I was in mid sentence), only to inform me that she had no update regarding the problem and asked ME if she should book a technician visit. Extremely poor service from Virgin, even worse that their customer service is based in India and I am actively seeking another broadband supplier never to return to Virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Horrible customer service!! Especially the advisor from faults department should learn how to speak to the customers. My broadband isn’t working effectively. I have been said that, we pay for the wire connection and so WiFi is not guaranteed as per the terms and conditions. That’s the way it is and I should accept it. I have to put up with the connection. If this was mentioned by the sales team, I wouldn’t have dared to accept the connection.
They never log the calls. So please beware of Virgin Media. I can’t change the provider as I am tied to 12 month contract. If it continues I would rather be ready to pay to break the contract for such an atrocious provider and customer service.
Withington Virgin Media  
Had Virgin Broadband for just under a year and have lost count how many times I lose service. Usually it's an area fault and they can take anywhere between an hour and most of the day to fix it, meaning there must be hundreds, if not thousands of people in my area who suffer the same problem.

A couple of days ago the same thing happened although, according to Virgin, it was just me and they did tests from their end and couldn't find anything wrong. They said an engineer would have to come to me and the earliest they could get one to me was in three days time!

I work from home and am heavily reliant on the internet. Three days could have cost me my business.

Fortunately, it started working again on it's own, although that perhaps makes it more worrying as if Virgin didn't know what the problem was and didn't fix it, it's something that could easily happen again.

Unfortunately, Virgin are the only company that provides a broadband service to my building, so I don't have the option of going elsewhere. I had EE for what must have been at least 7 or 8 years, before I moved here and I never had a loss of service in that time.

Their "customer service" also leaves a lot to be desired. I must have been passed around 6 or 7 departments while trying to get it sorted, left hanging on for several minutes, several times and the attitude of most of the people I spoke to was unhelpful to say the least.

I get why people would have Virgin if, like me, they have no choice but if there is any other option - get it!!!
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Watford Virgin Media  
Their policies are designed to screw people over.
Internet is slow with known issues not being fixed.
Internet drops out regularly.
Customer service are soulless scum repeating the same empty excuses
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Essex Virgin Media  
Paying for 100. At best getting 30. Over Easter could not watch Amazon Prime or Netflix as it kept stalling
Even at 3 in the morning only getting 30. Big issue as phone and TV are also with Virgin so will loose email addresses if we change. Customer Services polite but offer only unhelpful and completely obvious suggestions
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Hillingdon Virgin Media  
Absolutely awful internet! Would not recommend, is very slow and laggy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Stockport Virgin Media  
My Virgin Smart Hub went faulty (completely dead - would not switch on) last week. Phoned Virgin who said they'd send a new hub. It is now 3 days I've been without internet. I phone Virgin again and go through all the options but none let you speak to an operator to check on delivery - eventually somehow (by accident I think) managed to speak to an operator who says it's in the hands of a 3rd party, and gives me the Yodel web site address and ref number. I check the Yodel tracking only to find my hub is not yet with Yodel. Could be days yet before I'm on line again. As a very long standing Virgin customer I'd expect a new hub would arrive in a day or two by express delivery. NOT IMPRESSED BY THE CUSTOMER SERVICE.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    5 stars
Perth, UK Virgin Media  
Biggest mistake was using Virgin Media.. They lie lie lie lie lie.. Calls are not logged so best to RECORD every call n keep logs to protect yourself.. All complaints are closed and I was lied they do not Record calls. (They are backed up for 4 months actually)

Took me 3 months to prove and verify I had given in my 1 month (27th November) notice as they said NO we will not listen to previous calls and also if I left I would have to pay a few hundred for a penalty. Once Verified I was correct on March 16th. They sent me bills for 100 to 200 pounds and was free to leave. It's now gone to Cisas to deal with. Wasting more of my time. Disgusting and Horrible Service.

This company needs investigating and fined as they are breaking the Law and obviously making money off the vulnerable.people in our society who do not have the energy to vindicate themselves.

I put in complaints against managers and staff. All closed without investigation, even though they lied to me and I feel all racially rude to me (Some arguing on phone with me and saying I cannot do Sh1t and will not log a complaint and nothing I can do)

I will compile all calls and add to YouTube as Shameful Customer Service who will be a nightmare for Elderly n Disabled people.

BEWARE as I have wasted hours n hours on calls with these evil agents n managers. Up to 100 calls n hours wasted up to 2 hours at a time...

I have asked for all transcripts for last 6 months and all my notes on system. Awaiting to see if they will send, as they keep saying we cannot do it etc.. I will be posting to show how Racially n Disgusting the staff are alongside all my recordings.

I can only write my review to warn the Public. As this Broadband Company will only get worse.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Walsall Virgin Media  
Worse service ever. Had our broadband at 2Mb/sec for months. Never got a refund. Customer service appalling. They have no manners. Make no effort. Never got an apology. And they get really defensive when you say it's not working. I'm in shock!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Virgin Media  
Appalling customer service, don't use. I booked fibre broadband after someone came to my door and told me the street was ready. I was given an install date, and later cancelled my existing internet and phone line. A week later, Virgin told me they were postponing my install, and would ring back to tell me my new date within five days. They never did, until several phone calls from me they finally gave me another install date - a month after my original one! A month later and after I'd racked up a lot of mobile data bills, they finally installed and I breathed a sigh of relief ... until my connection dropped three weeks later! Virgin say four days to get an engineer out, but s/he won't call beforehand so I have to take an entire morning off work to let him/her in. It's like I'm paying Virgin to not give me internet while I use up my holiday letting them into my house!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
York Virgin Media  
landline down for nine days. used mobile phone to call virgin. no help or assistance. best to cancel our subscription.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
bournemouth Virgin Media  
Literally the WORST i had no internet for a full week when generally my problem would get fixed in under 6 hours but this time u have been held back over 2 WEEKS i was disgusted and moved immediately
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Bradford Virgin Media  
Terrible service, less than 1mb, sometimes 2.5mb download speed almost always, service constantly dropping. Complained twelve times on over a year so they said they would give me compensation. Then they didn't discount the amount they said they would and then told me they never said that. Complete scam, should be illegal how they just charge people money but don't provide anywhere close to what they said they will. Also kept putting up the bill for no reason. When I tried to cancel, they said the reason my service was slow was because I was on a low speed service, despite being told I should be getting 18mb when I signed up and despite them agreeing that they were doing work in the area and that's why the service was really bad. They kept stringing me along, saying next month the engineering work would be better but it never improved.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Richmond Virgin Media  
The worse costumer service in the world. Every single time providing incorrect information.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    3 stars
Leicester Virgin Media  
We really liked being with Virgin but when we came to cancel that’s when the problems started.

I called on 02/03 to advise I didn’t want to renew. The lady I spoke to advised that once I paid my last payment I would get a refund once the cancellation had been processed. Again this was confirmed on 13/03 when someone from virgin called me. I have now received a letter advising I owe them money.

After an hour and 20 minute phone call and being transferred to 4 agents I get told that it was my error as I hadn’t read a letter that they had sent me. I had to repeatedly tell them that regardless of the letter I had been misadvised by 2 different agents that I was going to receive a refund. Eventually they reduced my final balance by £15. The last agent I spoke to was lovely and really tried to help the situation.

I was considering returning to Virgin in the future however due to service I don’t think I would trust them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Dalby Virgin Media  
Constantly rebooting devices.
Speed test commonly says 150mb/s can’t be right.
Can not see our websites on virgin.
Neither can MY customers !
Virgin put me through to gadget guy who wanted £5 per month standing order.
I’m a heating engineer and need my web site to work so switching now.
No one in business should be on virgin.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Redhill Virgin Media  
This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
SW LONDON Virgin Media  
I have been having trouble with mail delivery messages flooding into my inbox and spam box from Russia. One day I had to delete more than 700 of these. My son has managed to divert these to the spam box mostly but he advised me to contact Virgin Media Technical Support. I did this yesterday and spent an hour and a half talking to technicians in India who did not seem to understand the problem and who had to keep putting me on hold whilst they conferred with the technical team. I was finally told that the was outside of their remit problem and that I would have to pay a one off fee of 35 pounds which would be refundable if the problem still wasn't fixed. I pointed out that we were already paying Virgin Media for services including broadband and that my email address was a Virgin Media one etc. I was then told this fee would be waived but I would have to click on netreport.virginmedia.com. I have done this and cannot find anything relevant to my problem. I have rung customer services this morning and spoke to someone in Scotland. She offered to put me through to technical services but couldn't guarantee that I wouldn't end up speaking to the team in India again. All HUGELY frustrating. Meanwhile the spoof emails continue to flood in. It seems I will now have to change my email address in order to stop these. This will be very inconvenient.
  • Satisfaction
    1 star
  • Customer Service
    1 star
North East England Virgin Media  
Just awful, service always cuts out, customer service totally unable to help. Engineers failing to show up getting cut off on the phone, failed call backs, pretty much anything customer service should do they have failed at. The only bit of virgin that works is the payment department.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London and southeast Virgin Media  
Our second year using VM in our student house. This is the most frustrating service. Last year as someone’s mum set it up we were on a cheap package, which if you had more than 1 person streaming during ‘peak’ hours you were then penalised down to 3mps so nobody could do anything.

The only way to avoid it this year was to buy a premium gamer package. And whilst speeds are up, marginally, instead we get total cut outs.

A friend of mine in the business has told me that VM is trying to supply 14,000 homes in this area with infrastructure for just 7000, so it’s impossible to get a service you’d expect for a £45/month internet only package.

Before I lived here I had a flat around the corner 5 years ago. On basic EE home broadband I was outstripping premium VM speeds. After 5 years VM have clearly made no investment in their urban infrastructure despite knowing their customers aren’t satisfied. My parents get better service living a mile from the nearest road in rural North Yorkshire.

Avoid VM like the plague if you live in Leeds/Yorkshire. They aren’t prepared to work for your custom.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
Headingley Virgin Media  
FANTASTIC CUSTOMER SERVICE
In particullar a young chap called Liam, scottish boy...Polite..understanding..and outstandingly good manners
Helped me out within 5 mins..
I would HIGHLY recommend Virgin Media
Great service..great company..great prices..
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow Virgin Media  
I recently changed to Business Service Broadband where they promised 24 hrs. service and reliable and faster broadband. All this is false and incorrect, my Broadband stop working just a month into it. It is now over 9 days nothing is done. Virgin keep giving empty promises that they will send an engineer. I advice anyone going for this Virgin service to what-out.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Harrow, middlesex Virgin Media  
I have been with Virgin Media for Broadband and home phone since December 2017. I have experienced no connection problems or reduced broadband speed or other technical problems to this day. Also, their customer service is very good. Overall, I would recommend Virgin Media to others.
  • Satisfaction
    4 stars
  • Customer Service
    4 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Halesowen Virgin Media  
Absolutely disgusting. Recently moved into a house and rang virgin media a week prior to moving in to sign up for our tv, broadband and phone. The installation appointment was booked for a few days after we moved in which was fine. They came to install it, only to leave telling us the cable coming into the house is damaged and needed repairing, again fine.

After another week and a half, they came and repaired the cable and told us the install would then be another week and 2 days away! But again, manageable.

Fast forward a week and 2 days, they come to -finally- install the equipment. Fast forward another 2 hours, when the man came in to tell us that there is no way we can get virgin media here, as the cabinet out on the road no longer has virgin media in, and hasn't for some time, meaning my property and ththe other surrounding me can't get virgin.

The problem isn't the fact of not being able to have virgin, there are other providers. The problem is the fact that we were even allowed to sign up in the first place!! They would know the area is inserviceable to virgin media yet we were allowed to sign up regardless, wasting 3 weeks of our time, 3 weeks of no Wi-Fi, tv or landline. When I rang customer service to give them what for and to cancel my contract, all they could say was 'sorry.' No explanation, nothing. Absolutely disgusting.

Rang sky straight after, getting tv and Wi-Fi (which takes two separate appointments) in under a week.

Please avoid virgin, I'm shocked at the way they treat people. And how bad their administration must be letting people sign up even when they live in am inserviceable area.

Disgraceful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Birmingham Virgin Media  
Really **** I'm really disappointed. I use to get disconnected from my game after a few hours but now it's instant my phone wouldn't even connect to day I'm really disappointed in you
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Long Eaton Virgin Media  
If you can save yourself the hassle, go with any other provider!!! I've been dealing with them for a few years now but 2017 I think I made approximately 50 calls into Virgin Media, for 'accidentally' overcharging my account, being without wifi for 3+ weeks on 2 occasions, and 3-7 day increments quite frequently. Never given compensation after lengthy arguments and too many calls to want to remember. What a crock of SH%# seriously the worst customer service of any UK company I've ever dealt with. AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London U.K. Virgin Media  
If you can save yourself the hassle, go with any other provider!!! I've been dealing with them for a few years now but 2017 I think I made approximately 50 calls into Virgin Media, for 'accidentally' overcharging my account, being without wifi for 3+ weeks on 2 occasions, and 3-7 day increments quite frequently. Never given compensation after lengthy arguments and too many calls to want to remember. What a crock of SH%# seriously the worst customer service of any UK company I've ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London U.K. Virgin Media  
Virgin Media disappointement. Was offered fifty pounds credit on my account by sales team but it was not applied. Called customer service today and they refused to credit me. They also did not take details of the complaint, refused to speak to the sales advisor that offered it (even though I had her direct number), refused to listen to call recording and refused to put me through to the cancellation team, telling me to ring back. So this is my first experience of Virgin Media customer services. Even if I cancel l am going to have to pay that extra fifty quid and the rest. So what now? I looked up how to complain and it tells me to call them- like I have already tried! I tried the direct line of the person who offered the credit but she isn't working today. So they got my business with empty promises and now I am out of pocket.

So if offered credit to switch to Virgin Media don't do it folks!!! Their offers of credit are literally worthless! Seriously, if like me the offer of the account credit is what makes them more competitive, (and you expect actual customer service from your service provider) don't do it, don't switch to Virgin Media
  • Satisfaction
    1 star
  • Customer Service
    1 star
Liverpool Virgin Media  
Signed up and got the superhub. superhub has design flaw with intel puma6 chip faulty. tech support refused to acknowledge bug (even though they are producing a patch for it). As they would not acknowledge technical fault I cancelled as within cooling off period. Custserv said no cooling off period allowed and billed me anyway. Left these imbeciles for BT but virgin would not allow me to take my phone number with me. Avoid these monkeys and save yourself a ton of hassle.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    4 stars
London Virgin Media  
I am disgusted at virgin I have TV broadband and mobile with them they have failed as a company when I've asked for help to sort a problem I was told a manager would contact yet its now day 3 and yet I've had no call I called yesterday explain my phone had broke due to technical issues my mum has cancer and I needed my phone to be fixed after not getting ah where I told them I want to cancel everything I have with them and they put the phone down on me i've called today again asking to speak with a manager first bloke hung up Again! And the next lady told me a manager wasn't available and said I needed my account to talk to someone I explained that a manager was meant to calm me back yet she spoke over the top wouldn't listen to me then hung up AGAIN! I've been with virgin 8 years and the one time I have a problem they bury their heads in the sand not taking any responsibility I'm appalled at the customer service I've been given and advise everyone to stay clear of this disgraceful company!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    3 stars
Harlow Virgin Media  
DONT TAKE A CONTRACT WITH THESE THEIF’S/SCAMMERS ALWAYS STEALING EXTRA MONEY FROM YOUR ACCOUNT AND THE MOST UNHELPFUL CUSTOMER SERVICE, CANT WAIT FOR MY CONTRACT TO FINISH AVOID AVOID AVOID!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Why do I only get a satisfaction survey after a satisfactory telephone conversation? Perhaps it's a language problem when dealing with someone who's first language isn't English. Perhaps it's just me?
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    4 stars
Cheshire Virgin Media  
DO NOT SIGN UP .....
They are all great in the beginning and quick to install wifi in our home. I was paying £25pm service was fine. Here is how they get you. At the end of the contract I received a bill via email for over £100 I called and was told that £35 of that was from the old contract and that the rest was the advanced payment for the next month because now I have to pay for a telephone line and something else I can't remember what. I told them that I did not want to go into a 2nd year contract with them if they were forcing me to have additional services I did not require or request and at that steep pricing. I was told pat £35 to the end of contract and that be it. I paid the £35 and then I was billed again £163 by a company called BPO. I then called Virgin media again to only be on a conversation with a confused mam telling me that he did not know who told me I owed £35 ad I was in a roll over contact and that he was telling me the truth. ...so what your saying is that last Virgin media rep was telling me a lie. I asked him to pull my notes up in regards to conversations I have had previously he told me there was none but I thought calls were recorded funny that when you disputing something your call is not recorded all the time. I was told I owe this and it needs paying but it is not fair as I never requested these additional services and my contract has ended plus I was I must now put in writing if I wish to close my account . What utter rubbish I did not need to write a thing to have the contract. They will force this upon you and it prolongs the process of ending the contract plus if they had said this from the beginning I would not have bothered. These extra charges occur and a way to draw extra money from customers because they know that people to not want to be in debt to effect their credit score. Just think about the thousands of people they have over charged and forced services on when you do the math it is a hell of a lot of money to be conning people out of.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Birmingham Virgin Media  
Contacted Virgin media due to broadband at service fault all the time. Worse customer service from India call centre. Very rude!! She was making you feel stupid as if you don’t know you don’t how to reset the modem. She even told me that she can not provide compensation as it was just our household who had a problem with the broadband.
Bicester Virgin Media  
Crap. At least once a month it breaks. Their online checker always claims all is fine meaning you have to ring the bottom feeders they employ to begrudgingly tell you that your area is having problems and will do for the next two months. Try and fob you off with lies about ‘tweaking settings on your router’. And then once a year it goes up 10%. Utter sh1te.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Birmingham Virgin Media  
Disgraceful service! Broadband off for 9 weeks now due to a fault in the area. Multiple calls to customer service and technical team and no resolution and empty promises (we heard "will be fixed by tomorrow!" a dozen times). Payment only partially reimbursed. When called to cancel was told that early cancellation fees of £100 will be applied (contract expires in two months). Here is the cherry on the cake - I asked whether it's fair for us to pay for a service that we do not get and poor customer service, the answer was: "Time will tell."

I understand tech issues and would have considered staying with Virgin if not for this deplorable way of treating customers. Disgraceful service!
  • Speed
    4 stars
London Virgin Media  
I won't recommend virgin media to anyone a lot of money for nothing.
Like everyone says customer service is completely rubbish there's no email service, I call and spend ages trying to get to human and when you do they can be rude and treat people like idiots
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Bristol Virgin Media  
Wished to upgrade my Tivo to a V6 box.
Looked online for Telephone number 0345etc which was unattainable, Went online after filling in all details three times this was also unattainable.
Had to ring the 0800 number the operator then told me that I did not have a Tivo box which was delivered last year, and was pretty slow in comparison with the old V box.
After many visits to her manager agreed to send V6 even though they had no record of the Tivo. in all pretty poor service.
  • Satisfaction
    4 stars
  • Customer Service
    1 star
Harrow Virgin Media  
ONLY JOIN VIRGIN IF YOU WANT TO RUIN YOUR DAILY LIFE !!! Worst customer Service ever you could possibly get, unprofessional, unorganised no basic manners and etiquettes on how to talk to customers. Customer Service staff and Management are disgraceful and are utterly confused themselves regarding their policies and rules. every month you got higher bills than your contractual price without using extra services and every staff gives you different information each time. they shout to the phone (one of manager -Ms MANDY shouted over the phone when I asked regarding my contract which they made mistake) if you asked question on their faults. Don't know how she became a manager who cant answer to customers inquiry. shameless and manner less customer service behaviour ever.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dartford Kent Virgin Media  
APPALING service. Many hours spent trying to get a solution on the phone going through all the options. At times over an hour on the phone, faIiled to return calls as promised, failed to attend when scheduled. Only when legal action taken did something happen. Even after this more delays from Virgin Media. PLEASE AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Wallington Virgin Media  
The number of outages in our area is so high that regardless of the speed of the internet connection, there is NO point in contracting with this company. The service continuity is abysmal and their customer services suck.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
Slough Virgin Media  
Bad customer services,17 days no broadband ,they promise everyday but still not have.Always pay on time.They even don't provide correct information when will be fix the issue.Sad no internet,no TV.Lost hope.
London Virgin Media  
Off-peak you can have 200Mbit, but in the weekends and evenings this drops to 8Mbit. It also depends how many neighbours use Virgin Broadband. The speed used to be good, then worse and worse until I complained and they upgraded the local box. Every year they increase the price of your bill by a few pounds per month until you complain. Here and there outages, when you complain it seems sometimes to be fixed and sometimes not. When I cancelled they tried to get me to move my package over to my new address, they tried to sell me a mobile package, they tried to get my new address to probably send me more flyers. Typical big company I would say, the broadband space needs some more competition.

Still probably the fastest internet you can get in London. Sad.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    3 stars
London Virgin Media  
I called their offices twice to report a problem with my internet. First time they say from the offices "yes, I can see the connection goes on and off all the time". A technician comes - "everything is fine here". I still have the same problems. Second time I call them "yes, there seems to be a problem with your internet" from the offices. A technician comes - "it's all good here, nothing faulty". I've been having a very unstable latency recently, so I told the technicians "let's see what a ping test shows". They said "we only use Ookla broadband test", which fires a package to a server and returns it only once. The problem happens when you have a continuous ping test - it starts at 10 ping and then goes up to 300+. They said "how do we know the software youre using isn't showing fake results?" and I told them to come in my room. Then I started "League of Legends" and showed them I have 300 ping constantly in-game. Then they said it's the game's fault, not the wifis. I am SO disappointed with their way of handling a problem. I was told to just "hardwire" my PC to the router, but that's not possible when you are just renting a room. No explanation why that's happening, they even deny the problems exists, just because their ping test shows it's all good when it's not even built properly. I am SO tired with this. AVOID.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow Virgin Media  
First day of getting broadband in my new house with Virgin and i was won over with 200mb deal and i only get 16mb not the best and question really should i stay with them after 3 month trial Poor!!!!
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Wynyard Virgin Media  
Awful company avoid if possible. Customer service is non extistant. They us more because we have been with them for a long time. And I'm not talking about charging us more than introductory rates, I'm talking paying more than the standard fee for no reason. If you have an issue don't expect any help. No customer complaints department what so ever. Truly the worst company I have ever dealt with.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
EDINBURGH Virgin Media  
Virgin Media broadband service is extremely poor, virtually everyday in the last 10 days we don’t have internet but still being we are being charged for the non existing service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Virgin Media  
I really hate this company, it is the worst company in England, probably it was a good company in the past but now they spend too much money to advertise it and once you are their client they provide the worst quality of service.
Internet doesn’t work most of the time and it is available just in half of my house, they haven put my land line jet after 4 months, and the tv is so boring, nothing to watch.
The customers service are very rude, ( even managers, rude and arrogant) incompetent and helpless, the webpage to log in in my account doesn’t work aether. Nothing works.
I thought talk talk was the worst until I became virgin client.
I will leave this company as soon as possible
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
Richmond Virgin Media  
Suggested alternatives; SKY, BT and Plus net

Because of how they’ve treated me and affected my life. I will never buy or use ANY virgin product. Sounds serious right? Read more ....

Virgin media tried to charge myself and flat mate a £250+ termination of contract fee despite the new homes we were moving into not being able to be supplied by them, if this wasn’t bad enough (after a lot of complaining still had to pay this) I have been given a default notice on my credit file, this has really affected my life as I can no longer get credit or loans (for 6 years) which I have needed due to unfortunate circumstances. I have suffered depression as a result of this and I can only blame virgin and their lack of compassion and customer service with regards to anything.

All of the management of this company need to take a real good look at who they represent as this is by far the worst company I’ll ever have the displeasure of dealing with

I hope you take heed to my review and avoid Virgin Media and it’s subsidaries
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
Northamptonshire Virgin Media  
I gave 30 days notice to cancel my broadband service. For the last 8 days I have been bombarded with calls from their 0800 number. I eventually blocked the number but doesn't stop these calls going to my answer machine.

Today I have had enough and contact customer service dept who said that if they put me down as "deceased". then the calls would stop.

Shocking
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
STAFFORD Virgin Media  
Terrible customer service, it's all about the maximum amount of money they can get from you. Spoke to three different call handlers, and given three different amounts of monthly payments, with the first call handler, admitting she didn't quite understand it all!
Think very seriously about VIRGIN if you want to know how much your bill will be, as they will also hike up the bill once you are with them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Plymouth Virgin Media  
On our 11th consecutive day with zero connection. No phone, TV or Broadband. Pay £720 a year for this appalling service. What is it that takes 11 days to fix? Just told it will be tomorrow now so that will be 12 days. There must be lots of pensioners completely cut off by Virgin Media; totally isolated. Frankly, this company is not fit for purpose. They give a time for reconnection at six hours intervals that bears no reality to the situation on the ground and are made just to placate people. Our contract will be up next month and we will be leaving and delivering a frank and honest letter to the MD. Time for the press and my MP to be made aware of this shoddy embarrassing bunch of amateurs.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
London E15 Virgin Media  
The customer service suckssssss. They are just into making money but notto satisfy the needs of their customers. I have recently contacted them for some help to terminate my contract but the representative is rude. Sorry but you are tere to help but not to stress the customer. You shoukd be polite and respectful at all times. Thats your job and you have to stick with it if u cant then thats not for you.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
Virgin Media  
LIARS! Went (brifly) onto the TV package - they lied about Amazon Prime being on it. Then shut down the TV part and they tried to charge me #20 to remove this plus the cost of the box. Raised a complaint and tried to cut down speed to 50mb but they have failed to call back for the past 6 weeks, they even closed off one complaint without speaking to me! Customer service is awful, i am trying to get a transcript of conversations at present to take them to the ombudsman and OFT as they lied at least 4 times over the phone. My favourite was 'we don't offer 50mb anymore', something i could purchse from new for cheaper today from Virgin if i so wished. Avoid!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Willsbridge Virgin Media  
Worse company i have ever dealt with , i was still in contract with Talk Talk but was informed if i changed over they would compensate me a certain amount to cover the early penalty i would occur, what a surprise they have no knowledge of this conversation so i have been paying 2 lots of broadband for the last four months & still no sign of this being resolved .They made a hash of notifying Talk Talk and it took three attempts to change over the land line phone , it would work fine then for some reason be disconnected and we where given a temporary number without being informed.The customer service is terrible , once you manage to get in touch they just fob you off with some excuse. As soon as the 12 month contract is up i will be away like a shot .
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
North Shields Virgin Media  
Rubbish all round... worst customer service ever rude inbreeds, no broadband service for the last 4 days.. this is on top of the constant outage.. Will never use this company again happy to buy out contract and still the the crap wants to hang around for 30 days why? I want you OUTTTT now.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
London Virgin Media  
The worst broadband in the uk. Down more time than working. I pay for 50k speed but when I run a check (often) it’s more like 8. Every year they put the price up by over £2 you ring to cancel and they magically reduce the price still higher tho.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St. Helens Virgin Media  
This multinational company rips customers off for products that do not even the minimum. I do not live in a bad area with bad reception etc either so that is not the case. I seriously advise against anyone getting both the Television box and the Wifi
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Swindon Virgin Media  
Absolute waste. They all just lie. When they sold the package, the lady offered me a bundle which wasn't there later and they don't believe me and also can't trace out who that lady was. Also, Gave me a dodgy, after market TV Remote, phone line got active after a month. Internet goes down intermittently.
Customer service representatives can't speak proper English.
I'm getting rid of this and going back to Sky who are a million times better in customer service.

Will never recommend Virgin Media EVER EVER
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Slough Virgin Media  
Don't use this company if you value your sanity !
We had a package including broadband & landline phone. The broadband reliability was patchy - despite several promises of "free upgrades" which never made any difference.
The land line stopped working for over 3 months .Whenever we complained we were told there had been no reported faults in our area - they couldn't seem to understand that we WERE reporting a fault. When it was finally resolved I asked for a refund of the landline fees only to be told by an obnoxious customer service advisor to "prove it".
The main bugbear & the reason we finally saw sense & closed the account was the appalling customer service ( or rather the complete lack of any). To speak to someone you have to negotiate a labyrinthine automated phone system & then your passed from person to person while they decide who should deal with you. They never seem to make a record of any conversations- so the next person you deal with hasn't a clue what's been discussed & you have to go over it all again.
The final insult was receiving a bill- after the account was closed & paid up. I had to contact my bank to ensure the direct debit wasn't paid
  • Satisfaction
    2 stars
  • Speed
    2 stars
  • Reliability
    2 stars
Liverpool Virgin Media  
Dreadful service on all counts
No broadband for over a month
Constant lies and no customer service whatsoever I’ve never dealt with such an incompetent badly run company
Installed less than 3 months ago and nothing but problems resulting in no services and no communication as to when they are able to correct the mess that have made
Appalling
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Ls8 Virgin Media  
The Virgin Media Internet service has recently been woeful to say the least. I make my living via the web. I am fully dependent on the Internet in this respect. You can imagine my frustration when I sit behind the laptop to find the Internet is down. This has been occurring on a daily basis.
  • Reliability
    1 star
New Malden Virgin Media  
I am paying for broadband with Virgin Media, £36 seem to be the entry price after your initial discount and if you don't take a full package.
Broadband is working well, but their curtomer "service" is driving me insane.

I do not want a TV as I don't watch it and they call me regularly to push onto me a TV package eventhough I told them time and time again I don't want a TV package. If I don't pick up the call they call me twice a day until I do...not to propose something that actually interest me.
It's like they are not able to put a note with your account to capture what you need and it feels like harassment. This alone makes me want to change provider.
Never had such a bad customer service with anything else.
  • Satisfaction
    3 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
croydon Virgin Media  
After being with vm broadband service for a number of years and having **zero** broadband useage, they offered my a fair deal for renewal. I told them that i would call them back once i had decided. When i did call them back, the customer service guy seemed to have little intrest in keeping me as a customer and decided to bump up the price.

I decided to cancel based upon his feeble and rather condescending 'could not care or less if you leave us ' attitude. To be honest this is the second time in the last few years that this has happened. I decided to give virgin media the benefit of doubd the first time. However i am not enamoured to trade with a company that obviously has serious and fundamental problems with staff training for customer care. To be fair the guy has done me a favour. I will be saving several hundred pounds each year for a service that we never used.
Funnily enough, *within* hours of cancelling my broadband, the 3g service on my phone suddenly was throttled in various ways. It might be a coincidence, but after 6 years of mobile service without this type of issue, the timing of this anomily seems rather inconvenient and appears to be a petty tactic... especially for a company like vm to be inflicting upon it's customer base.

I have three mobile contracts with them and i am looking to move all the services as far away from vm as possible. I dont wish to trade with a company that potentially believes that it is acceptable to behave in such a vindictive manner. I would rather pay more to a competitor. To be fair, when things are running well vm service is okay, but if you want to leave, they seem to have an inbuilt penchant for punitive punishment which they apoear to have at the ready to inflict upon customers.

On balance, my honest advice would be for you to steer well clear of any company that feels it is right to behave in such a despicable manner. (Unless you have some kind of sadomasochistic tendancies, in which case go ahead and enjoy virgin media's abuse whilst they enjoy stripping your bank balance)
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    2 stars
Yorkshire Virgin Media  
Been with them for 25 years last 3 or 4 years been terrible always putting my bill up, saying my discount has run out etc, never get a letter or email, just put my monthly bill up from £53 to £96 told me i had to stay with them for another 6 months at this price, when i ring to talk to them they hang up, cancelled contract, wish i done it years ago.
gateshead Virgin Media  
I have been with Vigin media for years, we have constant faults which requires an engineer around every 3 months, constantly putting their prices up, customer service is appalling, they tell you what you want to hear but it’s all lies and surprisingly the next time you call things aren’t recorded or logged. Broadband speed is good but virgin media as a whole is awful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    5 stars
  • Reliability
    2 stars
Bristol Virgin Media  
BUYER BEWARE. If you start having issues from the onset ENSURE that you cancel within 14 days - You will be VERY relieved.

They Messed up the install - 1st Engineer dissapeared and took a 2nd engineer and 4 hours to fix. The 2nd Engineer turned up with a 'manager' and apologised as they are having this issue often.

Didn't add the 3 months free Sky cinema subsription I was promised (was even written on the paperwork I signed). The customer service rep even stated that they have an ongoing issue with the sales people outright lying to customers. The rep did eventually add this to the package though.

Customer Service failed to call me back after promising to do so - their systems weren't working hence why they offered to call back in the first place.

The '100mb/s boost' turned out to be around 3mb/s in the evenings which was absolutely shocking as my Sky standard ADSL (not fibre optic) which was still connected at the time was running FASTER! Turns out that although Virgin advertise the fastest internet in the UK they do NOT guarantee any minimum speeds, all the other big fibre optic companies do - Don't take my word for it, do your research.

When I rang to cancel, I waited and jumped through all the hoops and was then told that I needed to call the cancellation department to cancel as customer service couldn't do it... I then explained that I had called that same number read out to me and pressed all the correct options for cancellation... suddenly they were then able to cancel.

Recevied a bill for £110 2 days after I had cancelled despite being specifically told that no charges would be incurred as I had cancelled within the 14 days. Called up and they then told me to ignore this and cancel the direct debit.

Was then left a message the next day stating that I still owed them 41p for phone calls. I have never had a phone connected at my property before or during my horrible experience with Virgin Media. I honest can't get over the fact that they were charging me for making phone calls when I don't even have a landline phone connected? If this isn't a red flag for a company, I'm not sure what is.

Really disappointed - The sales guy even admitted that the TV channel options didn't come close to Sky and sold it purely on broadband speed and reliability hence the £5 more a month I would be paying instead of a similar package with Sky.

Rant over
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hounslow Virgin Media  
After years of being a customer I will finally leave Virgin this month. Very bad experience and I should have done it long time ago. Since I told them I'm leaving my broadband speed went down to 6-10 mb on ongoing basis even though I pay for 'up to 50mb'. Their customer service is kind of a nightmare - advisers do not listen to you but just repeat their selling formulas like mantras. It is like listening to a record instead of having a communication. Can't wait to have nothing to do with Virgin ever again.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
St Albans Virgin Media  
Total rubbish connection took 20 mins to load this page up might as well have no internet at all
  • Speed
    1 star
  • Reliability
    1 star
Stockton on tees Virgin Media  
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.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
King Virgin Media  
They USED TO be good. I downsized my package n over the phone was offered the deal I accepted but in fact they gave me a different deal n there is nothing I can do as they don't have it on the system. Simply woman from customer service LIED to me to make me stay with them! DO NOT RECOMMEND. Speed is ok but now n then I loose connection
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Hampshire Virgin Media  
Do not recommend virgin. We queried the price as a customer of over 4 years it has gone up to £41.23 with out any correspondence. (Broadband only) over the phone they said they would drop it to £30 and NEVER told us this would be a new contract. We moved out of our home and currently don’t own a home to move our broadband too they have said they will charge us an cancellation fee and all they have to do is prove they sent a letter about a new contract, not that we received one or read one. Because had I of received one I would have queried it there and then!! Spoke to a very rude guy called Gary he kept interrupting me and laughed that I didn’t currently have a house! I found this very rude and inconsiderate! We never agreed to a new contract never received any correspondence and they are not willing to hold the account until we have a new address just give them money for a service we won’t be using!! Will NEVER use virgins services again if that’s the case!

Since asking others opinions on virgin I’ve not heard anything good either... maybe it’s was a expensive blessing in disguise as I will NEVER use virgin Media’s services again. Not if this is how they treat customers.

I have asked for the call that should have been recorded to be listened too as we didn’t agree to a new contract and apparently this takes 40 days! I will be contacting the onmusbusman as the rather rude Gary said all they have to do is have a prove that they sent a letter. Not that it was received. Which was never received and was never agreed to over the phone. After Gary continued to be rude I told him that I have an app on my phone that my calls are recorded and he said well now you can’t use this call. I will be taking my complaint further with his attitude also.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dunstable Virgin Media  
was fine until i report that want to cancel due the price for next year, now i got 1mbs and i`m stock with that broadband for nearly month, it`s not funny, rubish
  • Satisfaction
    4 stars
  • Speed
    4 stars
  • Reliability
    4 stars
uk Virgin Media  
When it's working the connection speed is decent, but it never works. The reliability is by far the worst I've encountered, so if you value your time then stay as far away from Virgin Media as possible.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    4 stars
  • Reliability
    1 star
Leicester Virgin Media  
worst service.
and really poor customer service.
service interrupted many times. and the staff dont understand anything. one even told me i dont have any account. i had to ask then why you are charging me monthly....
paying 35 pounds for this interrupted service is really frustrating..
it stops in the middle of watching a movie..
annoyed, dissatisfied, angry, and virgin media is unhelpful.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    1 star
kingoston Virgin Media  
very very poor customer service

They make all the effort to charge you extra. My contract finished and VM kept charging me saying it is my responsibility to inform them about my contract ended. They put me on new contract with increase price without my consent. How on earth someone forcefully implement their new cost without acknowledging customers

very deceitful
  • Satisfaction
    1 star
Surbiton Virgin Media  
V V poor customer service

My contract finished and VM kept charging me extra new price saying it is my responsibility to inform them about my contract ended. How on earth the contract work like that after contract period you been put off on new package without your consent. The customer service very poor rather admatting their mistake putting all the things on your head after contract time finish.
  • Satisfaction
    1 star
Surbiton Virgin Media  
Very disappointed in virgin media. Worst service ever. I’ve booked for broadband to be installed in my property beginning of February. I was given 15th February slot 1-6pm. I’ve taken half day off work to wait for an engineer. No one has contacted me (only messaged reminder one day before with time slot) so I rang at 5.40pm only to find out that the work wasn’t supposed to be done at my home but outside and I was given another day for a visit-27th. Again I’ve waited 1-6.40pm and no one showed up. I rang virgin next morning and they told me I was scheduled for 28th so yet again I’ve waited for someone to show up.. nobody showed up!!! When I rang again they said they can reschedule me for 13th of March!! Why?!? I was at home, waited all this time. I said I wasn’t happy but the guy I have spoken to wasn’t at all supportive. He was not interested in what I’ve had to say, so I’ve cancelled. Big headed company, not interested in their customers.. I hope other people with similar experience back me up on this
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Prenton Virgin Media  
Called their customer service to undo the cancelation of the broadband at my address, (it was canceled by the owner ny mistake a day ago, the 12-month broadband contract has ended and the broadband continued on a 30-days rolling basis and we would want to keep it this way for another month or two), the operative told me that by doing so I will have to pay a £25 activation fee, plus they will send me a new VM Hub because mine was an old model. Futher the discussion the operative put me on hold for a while and told me that the activation fee is reduced to £20 plus they will still need to send me the new Hub. I asked ways to return the old hub and he put me on hold again, and told me that I need not to return the old hub, I can use my old hub and there will be no activation fee in this case, my line activation should take no more than 24 hours (keyboard typing at his end). However after 48 hours there was still no internet service. Therefore called them again (another operative) and I was told that there is no pending activation, if i need to use the internet then I will have to sign up another contract. Clearly they dont practice recording the conversation with their customer nor keep a record of what was discussed between and done with their customer's enquiry, what they are telling is different from one another. You will have to record the whole conversation to act as a proof to operative B of what operative A has agreed but failed to do so.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Nottingham Virgin Media  
Good luck if service is working as advertised. Engineer made a poor job of reconnecting old service, cables frayed and exposed. Customer service overseas utterly incompetent. Prolonged service outages, with ever moving fix schedule. Avoid at all costs if you need reliable connection.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    2 stars
South Croydon Virgin Media  
Got a new sim for a "Network Expansion" - Yea, right... Put new sim in, and "Sim Not Supported", Phoned them up, and now my phone is literally DISABLED, you cant do nothing for 5 working days, Farewell to my business for 5 days, sorry any of my customers and people after quotations, i have lost money, over this, i will be seeking compensation...
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
UK Virgin Media  
Absolutely awful service. Would not reccomend virgin media to anyone. Customer service are useless. Constantly have disruptions to service and nothing is ever done about it. STAY AWAY FROM VIRGIN MEDIA
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Harlow Virgin Media  
Broadband speed of 100Mpbs was promised, but we raarely get more than 3 Mpbs during the peak time.(Betwwen 7.00 pm and 9.00pm). When tried to cancel the service at the end of contract, i ahd to psend more than 1 hour on phone and call multiple time as they keep transferring from one person to another person. They played every trick to move you away from cancelling the service
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    3 stars
Cambridge Virgin Media  
Absolutely terrible customer service, no one at virgin has any idea what they're doing and just pass you from person to person, no matter how many times you explain the problem they just don't get I, 6 months later and things are worse then ever, nothing works but they're still happy to take your money.
  • Speed
    3 stars
  • Reliability
    2 stars
Slough Virgin Media  
Where to start! These people set new standards of low in customer services. I am working abroad now so makes sense for my wife to take control of our account. It has taken since August last year to do this, in between we have been cut of twice. Over charged, reconnected, had the phone cut of for 3 months and suffered terrible broad bad speeds. the broad has got so bad we called for assistance the guy has finally turned up today late and said not surprised your broad band is rubbish you should have been sent a new box 2 years ago. I thought it was all solved when i threatened the ombudsman and we did get some service to only then find out that they had not changed the payment process from mineto my wifes name and i was about to get a black mark on my credit rating. But you have to struggle on service only slightly better with other providers over the years. My experience of Virgin Care the parasite that is eating away our NHS is not better, company is constant though constantly terrible!
  • Satisfaction
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars
London Virgin Media  
Several text reminders that an engineer is visiting today between 1 and 6pm, seemed well organised, ..... I was here for 8 hours no bloody engineer..... rang up customer services, yeah he’s running late maybe he’ll be there at 7...... cheers for the update virgin
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Virgin Media  
Just been woken up at 02.30 for an automated cretin voice to tell me that I have reached my limit on data.
This seems to be a new, UNWANTED, addition to Virgins service.
I have a son working in central Poland, a granddaughter in Australia so what do you think the obvious conclusion is?
Last twice I have attempted to get something done by their Customer Service, I have had to ask time and again for the agent to repeat what she is saying as her accented that almost everything is unintelligible to me. Last time, after almost an hour, nothing was resolved.
Been a customer since the very beginning, but fast losing patience.
  • Satisfaction
    2 stars
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    3 stars
Whitley Bay Virgin Media  
Avoid. These people steal our air. A good company cares for their customers when things go wrong. Virgin Media is not one of them.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    5 stars
Fareham Virgin Media  
Had them for a couple of years because they were the only fibre option available at that time ...
In a 12 month cicle, they are good for 1 month after every renewal ... And overpriced rubbish for all other 11 months.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    3 stars
  • Reliability
    1 star
Tottenham Virgin Media  
-Horrible speeds,
-Misleading customers in to "upgrading" to 70-80mb lines just to find out from the engineers that you were set up on a rubbish 17mb card
-ripoff prices that keep being increased over and over
-almost impossible to get support on the phone,
-if you do get someone to answer, there are situations when you probably know more about hardware and broadband then them.
-if something goes wrong at their end, be ready to wait for 5-6 days untill they send an "engineer" and another couple of days to have it fixed.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    2 stars