4,684 Customer Reviews over 118 pages
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- Location
- BRISTOL
- Reviewing
- Virgin Media
- Date
- 2015-10-25
- Comments
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I have had problems with virgin internet for the last 6 months and they still refuse to send an engineer out. Customer service is a complete joke most of the time you can't understand what they are saying.!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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RUBBISH SERVICE.EVEN WORSE CUSTOMER SERVICE WATCH OUT FOR THE SALE TEAM CROCKS
- Location
-
- Location
- South London
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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There's an issue at least once a month and it takes for ever to solve it. Been without broadband for more than 24h now. The technician was supposed to be here within 4pm. Than they called saying he'd be late and come before 5pm. It's past 5 and haven't seen him or heard from anyone. Awful service.
- Location
-
- Location
- St Helens, Merseyside
- Reviewing
- Virgin Media
- Date
- 2015-10-24
- Comments
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Connection & broadband speed slow! Less than area and national averages.
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-10-22
- Location
-
- Location
- Kent
- Reviewing
- Virgin Media
- Date
- 2015-10-21
- Comments
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Biggest mistake I ever made was having virgin media right from day one of instalation when they installed it wrong and left me without a landline for 4 weeks ! . Although the television has been reliable most of the time the phone hasnt and the broadband is always giving problems , at least once or twice a week we have no internet and also get told of loss of service due to service works in the area by letter or text. Customer service is rubbish and be warned that when you agree your bundle price , it will go up in price within weeks. Lots of hidden charges on the phone bill as well which makes your bundle not such a bargin. The customer sales department also add on extras you dont ask for . It look me 10 months for Virgin to finally take the correct bundle direct debit amount and refund me. I emailed a complaint in January 2015 I recieved an automated email back to say someone would get back in touch within two weeks , ......9 months later I still havent heard from them !!! I cannot wait untill my contract ends and I will cancel my contract . Never had these problems with Sky or BT,. Virgin seriously need to get their act together !!
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-10-21
- Comments
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Hi Guys,
Be careful with the virginmedia sales team they will encourage you to take a new package and promising to give you a better deal for the whole year for the a better price but after 3 months it will go up and then when you contact the customer service after 4 months because you notice your bill it was very high they will not going to do about it but instead asking you for another contract to lessen it for another 12 months becareful for a virginmedia SCAM. "VIRGINMEDA SALES TEAM IS A SCAM" I was a virgingmedia customer for almost more or less 5 years but I was victimized by this SCAM.
- Location
-
- Location
- M6 8PA
- Reviewing
- Virgin Media
- Date
- 2015-10-18
- Comments
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Very disappointed with current service, reliability is low, speed is no where near 100mbs due to issues at Virgin which leaves me constantly with buffering or internet connection errors when trying to watch Netflix, Amazon and play games on the Xbox.
- Location
-
- Location
- East London
- Reviewing
- Virgin Media
- Date
- 2015-10-16
- Comments
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Don't use a VOIP with Virgin
Don't upload with Virgin
Don't game with Virgin,
Don't bother contacting customer service with virgin
Don't use their woeful forum for "advice"
And never bother asking for an engineer to fix something they've messed up.
Stay away from them as an ISP. Utterly horrid service.
- Location
-
- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2015-10-15
- Comments
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Been with Virgin for ten years at different addresses and the broadband speed has always been decent. Never amazing never poor but prone to the odd disruption, nothing too serious.
The problem is when you speak to them both on the phone and in their shops.
I went in to see them having noted that my bill had over the years increased from a flat £28 to £38, which had been dutifully paid on time every time. I thought I may be due an upgrade. Having listened to what I said the chap then told me what I could pay to upgrade to and I noted that I'd be better off leaving them and then coming back on board as a new customer. He didn't pay any attention to what I was saying really and was just mired in his sales patter. Essentially I got nothing out of him in terms of upgrade, service or sense.
On the phone they are just as bad. I have waited in all day for an engineer to show up and fix my phone land-line (essential as their mobile coverage is so bad). Today, having phoned up to enquire as to why he's not shown up I was offered a new less convenient appointment and a mild lecture on keeping appointments. It didn't help my mood or appreciation of this rotten lot.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2015-10-15
- Comments
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I've been with Virgin media for over 10 years at me parents house. I moved to a rented property because it was close to work, but later moved back to my parents and wanted to take my Virgin internet with me. "Al-though there is a connection in the house" But wanted the Internet upstairs in my bedroom. As the connection for 100Mb is based downstairs in the Cinema room. I already told Virgin regarding a 2nd connection in my room. But they cancelled my visit. Seriously? Virgin, get your guys back to training and "listening skills" Lack of communication and mistakes made by these guys. I'm going to cancel all connections including Mobile contracts and go with a different provider. These guys are a joke! Would never recommend them!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-10-14
- Comments
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Sent the wrong contract, overcharging by >£100, they forgot to contact my old provider, so phone number not changed, and was slapped with £81 charge for late cancellation from old provider. Engineers coming to house were slow and needed 3 visits before attaching the cable, and telephone calls to put it all right carried out by friendly but hopeless staff.
- Location
-
- Location
- torquay
- Reviewing
- Virgin Media
- Date
- 2015-10-13
- Comments
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Today I had the kahuna package installed. From my experience I have had I think anyone thinking of Virgin media should think again. I left Sky TV thinking I was getting a good deal, and I regret it. I had help and consideration with sky, but Virgin are the worst company I have ever dealt with. Their engineers disrupted my existing terrestrial TV reception and the company refused to send them back to rectify what they had done. Now it will cost me to supply an TV engineer to correct their mistake. What with promising me the wrong discount and their different promises I can only say keep away from Virgin media if you want a stress free life.
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2015-10-13
- Comments
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I've managed to plan to install Virgin 2 weeks before I moved in.
Technician came in and installed internet in 30 min on the date I wanted. There was an issue with telephone, well still is but I don't use it much so I don't bother. Internet works like a charm, 54mbs/3mbps/8ping. Never had any problem with it. Router is really good, when I had others from other companies I had to reboot them all the time, this one works since 3 months with really good speed and doesn't need any rebooting, maybe they reboot them at night? Never noticed that but I am very happy with customer service, and offer I got and I can recommend this internet to anyone.
- Location
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- Location
- oxford
- Reviewing
- Virgin Media
- Date
- 2015-10-12
- Comments
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The broadband speed and reliability are getting worse. It is difficult to get timely information when the line goes down. For example, when we were left without an internet connection at home and tried to contact Virgin from work, the CHAT option insisted that that was no problem at all. Eventually, after spending ages on the phone, it transpired that the whole area was affected. No transparency about a complaint or compensation procedure, though.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-11
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-10-09
- Comments
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Broadband details:
9 month virgin student contract
100Mb
£37 p/m
4 people in the househole
I can confirm virgin is THE WORST internet provider ever.
SLOW is not even a word to describe it.. even with 100Mb speed... I have 17Mb speed at home using sky and it is still faster :/ (weird)
Watching itv player this morning and it took about 10 mins to finally start up, the show then froze every 4 mins - its ridiculous.
I know there is 4 of us but even when I am the only one using the internet it can be really bad. They just tell you to refresh the router which isn't very useful.
I have used Sky and BT before which were perfectly fine.
I would not recommend virgin to anyone as their prices are ridiculous to top it off.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-10-09
- Comments
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After ten weeks of intermittent broadband I have repeatedly attempted to seek assistance through online contact but failed as the process refuses to facilitate any dialogue. Usually it ends with the doomed legend "This page cannot be displayed". It was my own error of judgment when I signed up for the worst ISP in the world. What I need is a picture of Richard Branson to pi to my dartboard
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-10-07
- Comments
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Worst customer service I have EVER come across, incompetent, unreliable, don't show up to install or contact to rectify, abysmal company, Sky are preferable as they have customer service, VM don't care about customers at all, rude incompetent & useless company. AVOID.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-10-05
- Comments
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I have been with Virgin Media for ten weeks now and it rarely functions as it should. It is impossible to contact customer service or help & support. I have attempted to send questions and obtain information on a daily basis but failed to contact anyone. I regret signing up with VM but I am stuck with the worst ISP provider and my TV and landline are tied into a contract that is totally unsatisfactory but there is no escape,
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-10-04
- Comments
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they started off good but then they seemed to completely forget that I was a loyal customer. They never informed me of deals they had going which would help me as a customer. They put prices up at a quick rate and only tried to help when I said I was leaving them.
- Location
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- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2015-10-04
- Comments
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**BEWARE** big virgin scam!
Took out a 12 month contract for phone and broadband via Uswitch. Had to cancel after 5 months due to house move to non fibre area. Virgin tried to charge an early termination fee for an 18 month contract. Upon querying this with their VERY rude foreign customer service advisors, they refused to acknowledge that a 12 month contract even existed for new customers! Fortunately I took screen shots when purchasing showing their live chat assistant reassuring me I was signing up to a 12 month deal, yet they still refused to budge and handed my details to a debt collection agency for balance! Only after a long chat with Ofcom, who agreed they were in the wrong, then a long argument with a very childish virgin drone, they backed down. I will never use Virgin again and hope nobody else gets scammed as they are still selling this product on Usitch! It really bugs me how they can flout the law like this and just keep getting away with it. BOYCOTT VIRGIN!!
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-10-03
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-10-02
- Comments
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horrible. connection dies every 10 minutes, speed is a joke
- Location
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2015-10-01
- Comments
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Stay away from this company. Customer service is appalling. Have tried to cancel my mum's account with them several times and have also written (snail mail). They deny that they have received any phone calls from me. When I called their phone operatives tell me that the account was cancelled, then only that the phone was cancelled...then they deny dates etc. My 83 year old disabled mum is now being threatened with the baliffs.!
- Location
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- Location
- Hamilton
- Reviewing
- Virgin Media
- Date
- 2015-09-30
- Comments
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Horrible experience.. Really slow, overpriced broadband, with bad signals even in the next room. Customer services said 100mb is the max with the Ethernet cable, wirelessly 20mb is the normal. Just unacceptable
- Location
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- Location
- Worcestershire
- Reviewing
- Virgin Media
- Date
- 2015-09-30
- Comments
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Unbelievably bad company to deal with, letter sent to me stating installation date 10/9/2015, no one turned up no one called to say the installation had been cancelled. New letter installation date 18/9/2015 guys turned up at 5.45 in the evening found they could not get the cable through to the manhole. Was not their job but kindly contacted the powers that be to get it rectified the following day, the guys arrived and did the repair but could not install was not their job, informed us the install would be done that afternoon.Stayed in all day waiting, no install no call no nothing.
Complained on the Monday to Virgin Media they had us down as installed and with equipment, we had no equipment and a cable lying on the lawn. In all this time from the 19/9/2015 my fathers lifeline had been disconnected so was a risk to life from falls due to him taking Warfarin, any action taken ??? none. any call backs from management??? none.
After phoning them from a mobile for 3 more days and getting no where, even though they promised us it would be every day I rang so 3 more days wasted. I decided I did not want to be involved with a company that cared little for its customers and even less about someone life so I cancelled the install and moved to Sky.
To top it all off everytime I speak to anyone at Virgin they tell me we are up and running and connected, even to this day and they sent me a bill for the first months service, talk about the left hand not knowing what the right hand is doing. One mistake anyone can make, two mistakes is irritating but this catalog of mistakes is beyond funny and shows the company to be absolutely pathetic in its ability to function as a unit.
The front end staff are helpful and do all they can to help but are only as good as the management behind them, I would not let the management of Virgin Media run a popcorn stall, they have no idea what customer service really means. We were more than patient as |I think anyone who is reading this would agree, I contacted them regularly to no avail and then they had the cheek to send me a bill for TV, Phone and Broadband. Sorry buy I am not sitting at the end of the garden in the rain trying to watch a service that doesn't exist. As of today they still have us as connected and when I rang them today they were going to transfer me to the disconnection team, lmao, what happened they hung up on me and at no time was I unpleasant or nasty, what a company, unbelievable.
If you thing by any chance of moving to Virgin Media I seriously wish you the best of luck, you may even get installed but I don't hold out much hope if things go wrong, no one and I mean no one will carry the can, if you can get anyone to talk to that is with any authority.
Anyway sorry for the rant am sending all the info to Watchdog and seeing a Solicitor about the risk to life they put my father in, watch this space.
- Location
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- Location
- Bournemouth, UK
- Reviewing
- Virgin Media
- Date
- 2015-09-28
- Comments
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Normally I won't write a negative review but I am just utterly disappointed and frustrated!
Spoke with them 4 times in 4 different days with a least 5 different people on average of 25 min and every time absolute no adequate help or even information!
As students we ordered Virgin Media 100MB package,but we received a 50MB one. As mistakes happen this is fine. However, when we called the next day in order to do a simple upgrade but they kept transferring (because nobody knows what they are doing) the call to different people and at the end they asked us to call the next day. This was fine as well. We called them as instructed and ware transferred again to at least 3 people and all of them just keep saying 'Yes, of course, no problem, but let me transfer you' at the end the last guy just said 'sorry no it won't be possible'. When we asked why we didn't get any explanation.
As we were sure that his colleagues said it will be possible to do this simple upgrade (of course we would pay more), we called again. After explaining all over again and speaking for 21 min they said they will call us. They did call us and said there will be no problem and that we are going to receive an email and we have to restart our router. However, as days have past we haven't receive anything and of course the internet is still 50MB.
It is just that everyone tells you different things and because none of these people can do their job properly they just keep transferring you. This is a ridiculous customer service!
- Location
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- Location
- Rochester
- Reviewing
- Virgin Media
- Date
- 2015-09-28
- Comments
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150Mbps package delivers 1Mbps service and 400ms ping. Customer service advised I should be happy I'm not getting 0.5Mbps, said there's nothing wrong with this performance and refused to fix. I miss BT Fibre, I couldn't move it with my house but it was vastly superior broadband compared to Virgin Media.
- Location
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- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2015-09-27
- Comments
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Virgin has been excellent for us. Very very reliable: very quick broadband and when I have had to use customer service they have been good and helpful.
We were with Sky who were appalling. My only criticism is the price.....what was a sensible £75 a month for TV, phone and internet has crept up to £97! Recommended if you can get the price right.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-26
- Comments
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If you're reading this with a view to using VM, just don't, please god just don't! Worst customer service ever experienced, they switched my service off "by mistake". 72 hours later 9 phone calls, 15 people spoken to, still no service. "wait another 24 hours" - waiting for god!
Use BT, plusnet, sky, a piece of string and two paper cups...........just don't use VM. Unless you're into BDSM & enjoy pain! Totally useless, total & utter incompetent customer service, in fact that's a misnomer - no customer service! I loathe & despise them with a passion beyond belief!
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-25
- Comments
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absolutely terrible service, would have to pay me to take out another contract with them
- Location
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- Location
- preston
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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so far so goo do dont want to jynx this lol been with them a coupkw of days now .. the customer service is great... even my fiancee has commented on how good the internet is.. he downloaded fifa 16 within 30 mins on an xbox one.. so far so good.. ive been woth talktalk and sky internet in the past virgin has been the best so far for me
- Location
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- Location
- Yate Bristol
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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not fast fibre broadband as advertised also keeps dropping out
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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I took out an 18 month contract, moved home and got forced into a new 12 month contract. No one mentioned this on the phone, via email, via letter or via any other form of communication.
After being on the phone for two hours, I got told it is in the terms and conditions.
I didn't realise companies could automatically take out a new contract without your permission?
The WORST customer service I've ever experienced. Disgusting.
- Location
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- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2015-09-24
- Comments
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Hopeless! Unreliable connection and clueless IT tech. "It should work". Yes, agree. It should but it doesn't and you have NO idea on what to do. Completely useless
- Location
-
- Location
- Trowbridge
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
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Before I moved house I checked that all services were available in my new location, yes, so I booked my move with Virgin. Phone, broadband and TV. Contract arrived with all three. Engineer arrived and said that the phone was not on his worksheet, despite being on mine. He would have to reschedule. A week went by and I chased Virgin for a date. And was told, we can't install a phone at your address as there is insufficient space in the local connection box. Now, if this is the case Virgin are guilty of misleading advertising, fraudulent selling of a contract and an engineer who either told me a porky or didn't know himself. I eventually got to speak to a man in the moving department who has arranged an engineer to come and have a look, not necessarily to fit. I have told Virgin that if they cannot provide a line they can cancel all services and compensate me. They are so keen on deal making that they do not check on area availability. Really disgusted with their service.
- Location
-
- Location
- Hamilton
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
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They say there is a fault with the cable under my mono block which affecting their system even though my broadband works and if I don't allow them to to replace the cable which would mean me lifting my mono block they will cut me off
- Location
-
- Location
- Bournemouth
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
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Absolute AWEFUL company. No respect or care for existing customers. After 6 years and £3k of bills, I am not allowed upgraded/current equipment without paying through the nose for it, meanwhile they keep putting up your bills every few months and this effectively forces you to leave or pay over the odds. Going to look into mobile 4G, tethering, wifi hotspots and streaming tv from my phone, as I suspect it will be cheaper, more reliable, and easier than dealing with idiotic companies that have no common sense. Not happy with Virgin at all, avoid at all costs.
- Location
-
- Location
- belfast
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
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I've had a complete nightmare with virgin media, i have had to call them more than 20 times about my service, my wifi connection dosnt work all the time it constantly disconnects all my devices and when i phone virgin to try to get it fixed im told the same 2 things "I cannot see anything wrong on our end" and "ive made some changes to your router" they do not belive that your having issues and it has even now spred to a wired connect and im still told there is nothing wrong, i would not be phoning if nothing was wrong, in my opinion they are the worst customer service team ive ever delt with. It did seem to work fine for the first couple of months but they do not want to help when something goes wrong i cannot wait to get this out of my home! Please avoid
- 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.