21 Customer Reviews over 3 pages
-
- Location
- London
- Reviewing
- Virgin Mobile Broadband
- Date
- 2023-10-13
- Comments
-
They slowly jack your prices up month by month until you're paying a fortune, but these days when you try and contact them to get the price back down, you can't! You also need to contact them to leave, so even that is barely possible. I'm told you have to write them an actual physical letter. Scumbags.
- Location
-
- Location
- Worthing
- Reviewing
- Virgin Mobile Broadband
- Date
- 2022-02-06
- Comments
-
Received price rise letter towards end of January. Phoned to cancel and put in queue. Call was cut off 3 times by VM exactly 40 mins into waiting. Followed website advice to write in as an alternative and mailed first class. A week later, no acknowledgement. Contacted chat service to cancel and complain. Told you cannot cancel in writing even though website says you can. VM offered to cancel there & then but tried to impose cancellation policy and restart 30 day notice. Agent also tried to argue that you still have to give 30 day notice, even though latter their letter said you can cancel without penalty. Refused to escalate the matter for an hour+ by avoiding answering the question "Have you escalated ...?". When finally started chat with a Team Manager, no concession whatsoever. Only agreed to send an email to administrators to check for acknowledgement of my letter.
This company are only interested in maximising profit out of customers, even once they have decided to leave. They don’t even seem to care about their own reputation. Their customer service (overseas) is unbelievable, if you can even get through to receive some. Worst ISP customer service in 30 years of using one.
AVOID AT ALL COST!
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Mobile Broadband
- Date
- 2019-04-06
- Comments
-
AVOID AVOID AVOID - terrible coverage throughout large UK cities, utter garbage, un-usable and they made me pay a fee to leave. wow
- Location
-
- Location
- worksop
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-11-05
- Comments
-
Complete set of total incompetent disorganised unprofessional idiots If I were richard branson I would be cringing to be associated with this outfit.Customer services is beyond a joke.I bought a sim only deal off them then cancelled it before it even arrived and took out a contract phone with them. There is no way you can cancel they just repeat same questions off there prompt screen to you!!! I have now got a bad debt showing on my credit score for a sim i have never used returned to them Once my contract is up they are history even if they offered a free contract phone for a year i would tell them to stick it where the sun does not shine W___ERS
- Location
-
- Location
- London
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-08-08
- Comments
-
I should have known better than try anything with the Virgin name on it as every Virgin brand I have tried in the past has been…shall we say, ****ing cr@p, and Virgin Mobile is no different.
Today I went to the local Virgin Media shop and bought a PAYG SIM. Told the guy that I wanted to try out the service to see what it was like and wanted the PAYG SIM with 2GB of 4G data. He tried to sell me a contract but I refused and again told him I only wanted to try the coverage and data speed.
So I paid £10 for the SIM on their JAM pack, went home and put the SIM into my phone. Several SMS's arrived saying the SIM was good to go, but it displayed 3G instead of 4G. So I waited and waited, rebooted the phone a few times and waited some more…no change. I then tried to go online using the phone and guess what? No internet, no email, no mobile data at all!
One of the SMS messages was about setting up the voicemail, so I decided to do that to give the SIM another few minutes to activate everything.
Anyway, after about 20 minutes of going trying to get online and going nowhere I called their customer services who told me that I needed to text "ALL" to 789922 to activate the mobile data as there was no access point configuration on the phone (which I had already figured out).
Now the guy in the shop never mentioned this and in the entire pack containing the SIM there is absolutely NO mention of this hugely important bit! So who knows how many other people are coming up against this!
Furthermore, the woman on the overseas call centre (Rose) told me my SIM plan had been changed to Starter or Standard or something similar, and as such I would only get 1GB data instead of the 2GB I had paid for, and also that she couldn't change it back - I'd have to go back to the shop where I bought the SIM to do that!!!
So I went back to the shop today (Wednesday) and was put on the phone to their overseas call centre as the shop couldn't do anything, despite what I had been told by the call centre. After speaking to the woman in the call centre for 25 minutes she said that my PAYG plan had been changed, she didn't know why, and that the only way to get my original plan back was to wait until 3 September when the current plan would expire, and then top-up! So, I'm now in the situation where I have lost 1GB data, loads of minutes and texts and will have to pay another £10 to get them back! What a joke! I'm not doing that.
After the call I spoke to the guy who had sold me the SIM and mentioned to him about having to send a text message to activate mobile data and that there was nothing whatsoever in the SIM pack about this, and he simply said that some packs mention it, some don't!! What???
Despite me sending the text to activate the mobile data, it simply did not work - I had to go onto the internet on my pc and search for the Virgin Mobile UK APN settings and enter them manually. During my searches I came across many, MANY others having this problem, so it seems this is well-known, so how Virgin continue to get away with this non-/mis-information is beyond me.
Now, I don't know why I bothered as my download speed is 3.5Mb/s and upload under 2Mb/s! 4G?? I think not!!
Do yourself a favour and avoid this disaster called Virgin Mobile.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-04-17
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Mobile Broadband
- Date
- 2018-01-15
- Comments
-
Terrible, breaks a couple times every hour,and when it works the speeds are painfully slow. DO NOT GET VIRGIN MOBILE IF YOU VALUE YOUR SANITY
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-10-23
- Comments
-
F*&^ing pathetic. Just started off on their service due to the tenants who lived in this place last year using it too. Before this it always used to cut off regularly and drop, with very low house coverage and irregular speeds. Then we had no internet for three days due to some weird issue. Now its back to the lacklustre quality we originally had. Hurray we have sh*tty internet again.
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-09-11
- Comments
-
Beyond awful. The absolute worst customer service for any utility I have experienced. Never touch these people - you will regret it if you do. Incompetent in everything they do. Nearly 2 hours of a call to query a bill that they messed up (they have basically taken several hundred pounds from us), to be passed from pillar to post with no information being transferred from one agent to the next, and then they hung up. I will never buy any service again from Virgin. Any part of it.
- Location
-
- Location
- Orpington
- Reviewing
- Virgin Mobile Broadband
- Date
- 2017-04-28
- Comments
-
With out a doubt the worse broadband provider I have ever come across since broadband started.Signed up to the 100mbps contract from day one problems, on mac devices getting 5-20mbps fluctuating at best on wifi customer service tells me that's what you can loose on wifi 80% Really obviously think people are fools. So why am I getting 106mbps on the pc laptop the issue is that they only support ivp4 not ivp6 which can cause problems for macs if router is rubbish. Anyway the desision was made to move the router from down stairs to upstairs so my main mac computer could be hard wired as when it was I got speed of 100mbps they said this would be free so they moved it. Suddenly I get 5-15mbps hard wired they send out engineer after hours of calls, his answer is it's a utilization issue coz system needs upgrading so will have to put up with it until September while work is done we are currently in April but it was working fine hard wired before it was moved????? No one seemed to understand this point how could moving it from 1 place to another suddenly create a utilization problem????? These people are really thick they just blurt out the same excuses for ever issue like robots . so for half my contract period I'm paying £30 a month but getting 10mbps average so what will you do about that £8 discount sir like wtf I'm getting 80-90% less than I should and you expect me to pay over two thirds of the full amount for one tenth of the agreed service yeah right so they say the will sort out speed. Which they come and do and for today it's been good then I get my first months bill £166.00 they charged for engineer to come out these guys are crazy call to customer service who tell me oh yes you right sir there is a note on account to say there is no charge for engineer don't know why you were charged ……… I do coz your f%$king useless needless to say terminated contract on the spot. Two weeks service call every other day three engineer visits 10nhour on the phone think these guys just employed me bunch of jokers
- Location
The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.