4,684 Customer Reviews over 118 pages
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- Location
- Poole Dorset
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
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Slow broadband speed paying for 50Mbs receiving on average 2.1 Mbs.
- Location
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- Location
- Aldridge
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
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The internet is super unreliable. It's always crashing. For the past two days its been unusable, will still be charged for it thought. When it does work I get about 25-30 mb download so not bad. Just a shame it is so unreliable!!!! They love putting the bills up as well. Won't use them when we move soon.
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
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Too expensive and still not getting the best service.
The worst customer service ever.
Not a happy customer at all.
- Location
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- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2015-09-21
- Comments
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I am very dissatisfied when it comes to virgin media's customer service and helpfulness to existing customers.
I have referred a friends but at that time virgin was not having their finer optic in the locality and just a month after they went through back channel communication and did a deal without paying anything to me.
But i am satisfied with their broadband and tv package although it is costly comparing to others. But when i though of going with virgin mobile, on their most of the link they say they have special offers for existing customers but when i called them up they did not offer anything. It is the same price which is available to anyone in the market.
I don't want to do bargain by treating i will dis-continue with them right now, but surely will not do next contract for sure once the current is over. It will be only because of their too poor customer service and no offer of existing customers.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-20
- Location
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- Location
- Rochester Kent
- Reviewing
- Virgin Media
- Date
- 2015-09-17
- Comments
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Worse than useless.
Booked an installation date more than one month before I moved and was promised connection on the day with a flashy series of countdown emails for weeks.
The day before I moved they called to tell me the "cable in my road didn't have sufficient capacity so they will be delighted to connect me in 6 weeks time"
No phone and no internet and I do some of my work from home!
Gone with another provider and advise everyone to avoid this appalling company!
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-09-16
- Comments
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What I really dislike about this company is the Customer Service. When attempting to change my contract recently it took 90 minutes on the phone and nine times I had to request the change before they would actually do it. When something goes wrong with my service I shudder at the thought of having to phone them. Come on Virgin Media - you wouldn't get away with this behaviour in any other industry - sort yourselves out and treat customers with service, respect and dignity.
- Location
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- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
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I've been with VM since the end of June this year ( 2015 ) and I am very pleased overall. The installation was quick and simple and the technicians showed me how it all works. I only had one problem so far and when I called the customer service they were nothing but helpful and sent a technician out within a few days.
Since then I've had great speeds both with downloading and gaming and no random drops which I frequently got with my previous provider.
- Location
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- Location
- lodon
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
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VERY VERY VERY BAD.The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-09-15
- Comments
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After a 2 month wait for install I received a voicemail saying it would take 'around 6 weeks' longer, after that I would need to rebook the install. Worst experience ever for getting internet installed at a property.
- Location
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- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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Awful service, unreliable Broadband, expensive TV compared to Sky, Poor customer services, Avoid like the plague. Wish I was out of contract, I would jump ship tomorrow. Dont believe the 150mb nonesense, you will never get that speed.
- Location
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- Location
- TF1 5FE Ketley shropshire
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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at present we are running at 0.96mb should be according to the blurb 80.0 sadley lacking
- Location
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- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-09-14
- Comments
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Really poor service in our area, supposed to be " UP to 150mb " , do well to get 30mb, and thats when its not dropping out everyday. DONT RELY ON THIS FOR GAMING, you will be disappointed. Customer services are also useless with the " we'll run some checks " standard pap. Hope BT/Sky get Fibre in our area soon so I can get away from Virgin once and for all.
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
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It seems that since virgin was purchased by talktalk the broadband service has fallen apart.
The reliability of the the service is rubbish, down time is excessive every couple of days no internet connection.
My advice, steer clear of virgin media broadband. I would not recommend them to my worst enemy.
The worst thing, they expect you to put up with the rubbish service and still pay the bill each month.
Avoid, avoid..... You have been warned. I'm tied into a contract and cannot exscape....don't risk the same.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-09-12
- Comments
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Broadband shut down when you need it most, rubbish speed. Avoid.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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I signed up to Virgin Media and after two months of erratic provision I have attempted to contact help and support and concluded it does not exist. The doomed legends stating THIS PAGE CANNOT BE DISPLAYED and OUR AGENTS ARE ALL BUSY is imprinted firmly in my tired brain. If this is a provider purporting to be one of the best then incompetence and delusions of adequacy prevail.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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I don't have any major issues with broadband or their tv bundle except that is not worth the money they charge you but what i do have an issue with is their rotten customer service. I was practicly shouted at for wanting to leave. Rude and aggressive and for that reason i really wouldn't recommend them to any one!!!
- Location
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- Location
- Nr Manchester
- Reviewing
- Virgin Media
- Date
- 2015-09-11
- Comments
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No phone for over 2 days now.... Engineer went off one day, I complained unbeknown to me a engineer was booked. Got on to technical in mdeed there was a network fault and the phone returned within the time quoted!
The next day an engineer rang, 'doing some test' the line will go dead for 10 mins. and it comes back cancel the appointment - it never came back 2 day's is a very long 10 minutes.
#
Can I get it sorted.... you're welcomed to try. So I'm gonna notify the billing, notify the banks and suspend payments until it is and that I am refurbished the cash I spend on my mobile - over £15-00 worth to VM.
UTTER DISGRACE.
- Location
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- Location
- nottinghamshire
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
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I was rather satisfied with Virgin until I moved home. They claimed that they could not schedule an openreach engineer to connect until 3 months after I moved. Yet another provider installed me within weeks. I told them that I would not pay the cancellation fee, given that they were not able to provide me with the service. Even before the deadline to pay the bill, I received a very threatening letter from a debt collecting company. I paid as I planned to on the last day and then told Virgin that I would bring the issue to the attention of ofcom. Then they paid me back. But that was little reward for the hours spent, waiting on the phone, being transferred from one service to a random other one trying to get rid of me complaining...
They may offer the best speed, the best deal, I will never go back to them.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-09-07
- Comments
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I felt that I wanted to have something in writing as I'm really disheartened by the customer service I have received in recent weeks and I have been advised over the phone that you do not accept complaints in writing.
On 25th July I called to enquire about changing my Big Kahuna package as I was unhappy with the second price rise in 6 months and felt that it was becoming expensive. Both myself and my husband (who works in IT) spoke with the representative and she was advising us of technical information which was incorrect. I felt she was bamboozling me with figures and was argumentative with my husband when he queried the technical information although he knows he is correct as that is his job. After the call we decided that we wanted to leave Virgin Media as we were unhappy with the price rises and the attitude of the member of staff.
Later that day I called back to request a cancellation of my contract and I asked for the final date which was confirmed as 13th August. From this I believed the contract would end on 12th September and waited for packaging to be sent to collect the boxes. I was not informed until today that the person I spoke to is not authorised to process disconnections and the only notes put on the system were to say I have requested information about cancelling. I know this to be incorrect as I requested the information during the first call, therefore it is illogical that I would request the same information twice in one day. I am extremely angry that I was not told during that call that I was speaking to the wrong person as I had gone through the automated system to the cancellations department.
At this point as far as I was concerned everything was going ahead with the cancellation. We arranged to have replacement services through Sky which were all installed in mid August. Therefore, all Virgin Media services have been unused since mid August. I accepted that there would be some crossover of services and I would need to pay for both contracts for approximately 1 month.
I was therefore very surprised to receive a full bill last Wednesday, covering up to 7th October. On Thursday I called to query the bill and was put through to customer relations. I explained the situation and was advised that the notes did not state that I had requested a cancellation which is why the bill had been produced. After a lengthy conversation explaining everything your representative said she could see that the services had been unused since mid August and agreed with me that it was illogical that I would make two calls in the same afternoon requesting the same information. At my request, after discussions with her manager, it was agreed that someone would listen to the recording of the call to verify my story and someone would call me back no later than Friday. I was happy with this situation as I knew I had requested the cancellation and the representative said that if my version of events was confirmed then the cancellation would be back dated to 25th July so the final date would be 24th August. If my version was proved incorrect the notice would be given from 3rd September.
As I had not received a call up to today I decided to chase this up and call in again. I was told today that the notes do not state I requested a cancellation (which I already knew) and therefore it had not been processed. I explained I was enquiring about the recording as discussed on Thursday to be told that the call will not be listened to as calls are not recorded for dispute resolution. I was also told that the second person I spoke to on 25th July is not authorised to cancel contracts, as far as I am concerned that should have been explained at the time not 6 weeks later. I explained that I was very upset and frustrated about the lack of consistency with what I have been told. The representative said there was nothing they could do except backdate the cancellation request to Thursday meaning I have to pay for services up to 2nd October even though I was expecting the contract to end on 12th September, meaning I have to pay for an extra 3 weeks.
Perhaps I was naive in not recording the calls myself but as a loyal customer of nearly 6 years I feel very let down. I have been made to feel that I am lying, because I can't prove the outcome of the calls made on 25th July I am to suffer financially. I made the second call on 25th July in good faith and I feel it is not in any way my fault that the person didn't inform me that they could not help me with the cancellation and either put me through to someone who could help or advise me to call back. The person I spoke to on Thursday I felt genuinely wanted to help and I was informed today she will get in trouble for trying to help by offering to have the call listened to (which was supported by her manager). I also find it baffling that you will not accept complaints in writing. I feel this has been a catelogue of poor and inconsistent customer service, with no regard for the fact the customer may be right. Simply because the notes state I did not request a cancellation there will be no investigation to check that I'm telling the truth. As I informed your representative today I will be writing to Ofcom and I will never consider being a Virgin Media customer in the future. As someone who has spent in excess of £800 a year on services for the past 5+ years would it have been so terrible to take me at my word and refund me the £62.50 to backdate the cancellation?
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-09-06
- Comments
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Virgin are great until something breaks, and then they are completely useless. Worst customer service I've ever received- six 20-odd minutes calls out of seven were cut off, the 'we'll definitely fix it by 7pm tonight, honest' promise has turned into three days without broadband, and they've cancelled the engineer's visit on wednesday because they expected to have fixed it before then. They haven't. I'm moving to BT as soon as I can prove that they've breeched their contract to avoid disconnection charges.
- Location
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- Location
- 70 Hawlands Rugby
- Reviewing
- Virgin Media
- Date
- 2015-09-05
- Comments
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too expensive to contact customer services. I'm supposed to get a minimum of 40meg speed but I only get 22.6meg feel like I've been con'd
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-09-04
- Comments
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The broadband is running at 1 mb I'm paying for 50 mb my 02 iPhone runs at 25 mb no problems . Rang up to complain was told engineers are fixing it . However been 2 months now . Wanted to cancel contract was told I couldn't without a termination fee . Never again will I get Virgin . Going back to good old BT .
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-09-02
- Comments
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I pay for 60Mbps... I get 10, on a good day. Often times it fluctuates between 3 and 10 and come 6pm you get the rare opportunity to experience the internet at the dial up speeds of the early 00's.
- Location
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- Location
- West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2015-09-02
- Comments
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I Ave been with virgin foe over 2 years Andy bills Ave never gone out on te due to when I get paid but now this new thing in place where they block u from watching 1 thru 5 is disgusting as well as suspending ure services u Ave a banner thru 5 channels constantly until the bill is paid so these are also not watchable and been advised it cannot be removed until bill is paid this is a joke not only do we Ave to pay for free view channels with them but now one to five I've just cancelled account with them and would not recommend them to anyone
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-01
- Comments
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Virgin are shocking we have had virgin for over 6 years and we are moving into a new flat in which they do not service so we cant take them with us they have said it is in your contract that if they dont service the new place then you have to pay off the contract even though they do not service the new place :S i just dont understand how they can even get away with it, if you want shocking snobby customer service then go to virgin if not then SKY is the way forward
- Location
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- Location
- Fenton
- Reviewing
- Virgin Media
- Date
- 2015-08-31
- Comments
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I find Virgin Media extremely frustrating, every time I want to watch TV I have to phone them up in order for them to send signals to the box. The TV stops working every 2 to 3 days.I am constantly being told different information by there customer service team. I was a customer of SKY in my last property and had no issues what so ever, I would highly recommend using Sky or Talk Talk as your provider as Virgin is not worth the money and grief.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-08-29
- Comments
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Worst customer service I have ever experienced and the most unreliable broadband. Will never go with them again and will be leaving them as soon as my contract is up
- Location
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- Location
- Halesowen
- Reviewing
- Virgin Media
- Date
- 2015-08-29
- Comments
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Broad band is ok but when you have a problem there is minimal support. If you have a games console or like to watch films I wouldn't bother as the service is just to unreliable.Trying to complain is nearly impossible. I would not recommend .
- Location
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- Location
- Guildford
- Reviewing
- Virgin Media
- Date
- 2015-08-28
- Comments
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This company are misleading in everything they say to you. They sell Virgin as a simplistic thing but the moment you need to contact them after having it installed it is a nightmare to deal with them. We moved house and wanted to take our Virgin contract with us and I was told they will survey the new flat, and call me to confirm an install date etc. Then over a week later I receive a call stating my new property can't have virgin and my contract will be terminated. I also incur a £52 charge for ending my contract early! I didn't really get much choice though. Unimpressed at the lack of help they gave and withholding of information.
- Location
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- Location
- Edenbridge
- Reviewing
- Virgin Media
- Date
- 2015-08-28
- Comments
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Virgin Media are complete rubbish! I've had problems with my mobile, especially when I am abroad. The sound on my TV doesn't work (though sound with my DVD player does, so it's not the TV). My broad band keeps shutting down almost every night now since they changed their format on the e-mail site a few weeks ago. What on earth is happening to them. I'm about to change everything and dump Virgin Media for good.
- Location
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- Location
- Silvertown London
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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Recently registered with Virgin Media, kind of regretting it, the service has been poor so far. The connecting engineers were disrespectful when connecting up the the service initially. It took a long time for the service to get up and running. Since connecting 4 weeks ago i've had the service disconnected because of administration error at Virgin. getting through to Virgin Customer services has been really difficult, long waiting times to speak to an agent what ever time of day I call. Each time I call I have to navigate my way through a clunky automated voice system that doesn't offer the option that I need. When getting through to an agent the room it's always noisy their end, difficult to hear the agent. I've been promised reconnection 4-5 times, still not happened yet. And when the "5G" service was actually running, wasn't as fast as my previous 4G service anyway, previous service was responsive and very fast. Reminds me of how TalkTalk use to be when they first launched. Wowful
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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When it works the broadband is very fast. However, it frequently goes down and when it does you get zero customer support.
If you ever have to call them you're left waiting for ages before dealing with staff who barely understand English, and who constantly either provide inaccurate information or get things wrong.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
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- Location
- Southampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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I lost internet and tv for six days due to an external fault which is far too long. Have Virgin got their priorities right? Employ more engineers rather than spend millions on sending wealthy people into space? I am seriously thinking of changing my internet provider.
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
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just in 2 days of tryings hardly contacted help line to solve the issue with my broadband and was told there is an problem in our area, what i was never told about.. no letters or emails about it. also will never get refund for days with no internet.. also problem not solved spend 30mins on the phone and just got annoyed.. when it works fine its quick, but you gonna smile till you experience cuts out and disconnection problems and that happens often.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-08-23
- Comments
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Just spoke to a rude and arrogant agent called Matthew, a so-called Manager at Virgin Media in the laughingly referred to "Customer Service Department" I complained about the fact that for the 2nd time they have not set up my DD as promised and then charged late payment and handling fee, again. He does not seem to have read the company Complaints Handling Procedure. I have been a customer with Telewest and then Virgin for over 20 years. I will not be renewing my contract after Xmas.
- Location
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- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2015-08-22
- Comments
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Worst service ever. Keeps disconnecting, you can't work and slow as hell sometimes. Stay AWAY from virgin media , and I propose all of you just move away from their service and I do hope they don't get another customer ever, because they don't deserve it.
When the internet is working is working at below advertised speed , and then more then once hangs up. I reinstalled the windows operating system. Still same problem.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-22
- Comments
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Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-08-22
- Comments
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Anyone but Virgin. Possibly the worst customer service I have ever experienced from such a global giant. Shocking is not a strong enough word. If you can get someone else do it. I am a very patient and quite person who does not get up set by much. However the daylight robbery of our money for the service provided leaves me upset. Never a stable connection and when you call CS it would appear they are only interested in getting you off the phone. Thanks Richard. Time to clean house I think.
- 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.