4,684 Customer Reviews over 118 pages
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- Location
- stevenage
- Reviewing
- Virgin Media
- Date
- 2015-07-17
- Comments
-
I have been a trying to terminate my account for over a week I had been left on hold hung up on and spoken to in ridiculously poor English.
The customer service is at best incompetent at worst a bunch of sadistic morons.
If you like spotty service and being ignored or generally treated poorly then these are the guys for you.
- Location
-
- Location
- Allan
- Reviewing
- Virgin Media
- Date
- 2015-07-16
- Comments
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Do not go with virgin!! They have made a huge hole in our wall upon installation & are now ignoring us when we are asking for someone to fix it. Our landlord is going to deduct £300 from our deposit to fix it.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-07-16
- Comments
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miss sold me, I bought the big bang deal and I have no channels what's so ever. I rung about this and was told there was nothing they could do except upgrade me and charge me more money, or cancel at a charge of £300. they have ripped me off badly and I am going to take this a lot further I can say be warned and don't go with them as soon as you have bought into the package its out of their hands. If I can take this to my solicitor I will be doing and prosing this further.
I am so angry with them and I will definitely be changing had nothing but trouble and problems ever since I get the shit.....
- Location
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- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-07-16
- Comments
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I was customer of Virgin, then switched to BT over poor service, now I'm back with Virgin due to low pricing and I'm filled with regrets. Even after changing all cables in my surrounding area few years ago internet still drops occasionaly for 2-3 hours showing green arrows on my router(always when you really need it); Furthermore connection speed is 100mbps only about 40% of times, rest of time it seems to be between 10-60 which is nothing like what it's supposed to be, also when trying to play games and download files(not torrent, just FTP) my latency instantly jumps to 300ms.
I've been calling engineers so many times that I cant count anymore, they kept changing devices around house but that's not the issue here, neither are the computers(never had problem with BT).... In general if anyone wants to go for Virgin media i'd suggest to pay a bit more and choose any other internet provider in your area, unless you've been told otherwise by experienced FRIEND not virgin media employee!
- Location
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- Location
- lewisham
- Reviewing
- Virgin Media
- Date
- 2015-07-15
- Comments
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not quite the fast speeds i expected. mostly very slow and often not enough speed to watch iplayer smoothly!
- Location
-
- Location
- WALES
- Reviewing
- Virgin Media
- Date
- 2015-07-15
- Comments
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Sadly I am becoming annoyted with the poor and unreliable speed of Virgin Media Broadbacn Internet, Supposed to receive a speed of 50 , but barely getting 14. so will be looking to anothe rprovide shortly unless virgin media resolve asap.. Unsatisfied at the poor slow internet speed
- Location
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- Location
- yorkshire
- Reviewing
- Virgin Media
- Date
- 2015-07-15
- Comments
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Today I called virgin media to request that they transfer my currant package to my new address. We are having to move due to ill health. I was informed that they could not supply the system to the new address as they are not in the area. I was then informed that I would have to pay a cancellation fee for the remaining months of the contract. I feel that I should not have to pay this charge because it is not my fault that they do not supply to the area. I was also pressurised to use a company they recommend to find me deal with another supplier (Sky)and this would get me £100 worth of vouchers. I would also get a reward if I inform them of the new occupiers of my property, and then they can harass them. I would not recommend Virgin Media to anyone.
- Location
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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Not long ago I renewed my contract with Virgin media for an iPhone 6. The phone makes me want to kill myself on a regular basis as it forgets my internet and always asks me for the password even though every time I connect the password should save. The option to remember my internet and to automatically connect is turned on yet it still fails to connect itself and sometimes it can't even pick up my internet. My internet is also with Virgin media and I hope that they fix their shitty internet
- Location
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- Location
- SW3
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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Virgin Media's customer service is so bad I would strongly recommend that no one considers purchasing their broadband through them. I categorically have not had such a terrible experience in my life. In two weeks it will have been 6 months since I purchased Virgin Media and still I do not have it. The amount of contact I have had during this process has been appalling including not informing me of cancelled installation days - leaving me sitting at home for not reason at all. It is just not worth dealing with this company.
- Location
-
- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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Im on an 18month package with 6 months left, i currently pay £38 a month for tv with less choice than free view, phone which i don't use so in essence just broadband. Rang up to speak to an advisor who was extremely rude and arrogant. What started out to look like a good deal really was nt and fully regret it. The ti vo box is an absolute joke, records random crap, temperamental to use. I would nt recommend this service to anyone, i was offered to reduce my bill to £33 with some extra channels but with an additional 6 month contract, after speaking to the customer service rep i would nt give her the satisfaction...........What the hell happened to politeness over the phone, I'm sure Mr Branson would expect better
- Location
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- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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I deal with Virgin Business lines and have it as home.
It is awful for both, delivery times are terrible, service is terrible and they are no longer cost effective any more =(. All round terrible for the last 4 years and getting even worse.
- Location
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- Location
- Kingsteignton (Newton Abbot)
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
-
- Probably the most unreliable internet provider out there.
- When it works, it's great...
- ...but that's barely ever.
- Customer service don't care about you, plus you'll get sick of seeing and hearing 'have you restarted your router?'
- Despite slowing their customers internet down to a halt almost every day, somehow they're still getting away with it.
I can guarantee when my contract runs out I'll be changing providers faster than you can say 'my internet has gone down again'.
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2015-07-12
- Location
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- Location
- Thurrock, Essex
- Reviewing
- Virgin Media
- Date
- 2015-07-12
- Comments
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I.have been a customer for years and have fibre optic connection, the reliability of the service has become a concern for me. The Superhub speeds are very slow compared to fixed line. Ringing them everywhere at present to sort issues. Will be looking fo a new service provider shortly as even having problems writing this review.. Wifi speeds down to 1mb often yet fixed is 50mb.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2015-07-10
- Comments
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AVOID LIKE THE PLAGUE.
Having been a customer for many years I called to cancel and was instead offered an amendment to my package that would make it cheaper. Great stuff! What wasnt explained was that i would be leaving my rolling contract and my switched to a 12 month contract (apparently it was in the fine print of a pack sent to me but not on the phone). Today i called to cancel my account due to moving house I was told that i would have to pay a cancellation fee of the full value of the remaining 6 month contract.
Asked to make a complaint and was told that although it wasnt explained on the phone it was sent to me by post (along with the usual other half dozen sales leaflets).
They then had the cheek to ask me if i had the name of the person moving in to my former home so they could notify them of future offers and deals. Told them to get real, absolute clowns.
- Location
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- Location
- Raynes Park
- Reviewing
- Virgin Media
- Date
- 2015-07-08
- Comments
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There are no words to describe the ineptitude of the staff working there let alone the speed of internet and the fact that the television gives up all the time necessitating a plug switch restart several times a day. Joy of joys. An absolute joke. Avoid unless you are into agonising waits for internet/television or are just plain wierd.
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2015-07-07
- Comments
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After my internet keeps going down i thought i will attempt to use this appalling internet service to find some reviews and i am completely not shocked by others, the duration of when it decides to go down is awful, especially weekends, the signal strength is absolutely weak i have had stronger farts - a big stay away from this company
- Location
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- Location
- Belfast, NI
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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ABSOLUTELY AWFUL!
We decided to move to Virgin from BT a year or two ago as their broadband wasnt really doing it for us. Safe to say that Virgin Media's service is far worse. At first the internet worked great but in the past few months our connection seems to be consistantly and suddenly cut for no apprent reason which is incredibly frustrating, and looking atbsome of the other reviews I can see that we are not the only ones. To give them some credit when the interent does work it works really well but there is something fishy about how often our connection drops. AVOID AT ALL COSTS!
- Location
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- Location
- Standlake
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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I have been a Virgin Media customer for years and have been happy with the broadband service. Unfortunately, I believe because of a switch to Talk Talk in our area, the service had become next to useless. With regret, I have changed my service provider. In defence of Virgin Customer Service, I must say that on every occasion they have been outstanding. They have been professional, polite and very helpful.
- Location
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- Location
- bedfordshire
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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All good apart from farming out of telephone calls for customer service.I needed an interpreter for help,ridiculous a company as big as this is providing a bad communications port between customer and help.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
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Constantly disconnects dozens of times a day current record is 137 times in one day. They used to be amazing but they over subscribed and now are awful but where I live their is no alternative as Openreach lines can't even do 1 mg/s
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-07-03
- Comments
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I have just signed up for Virgin Media TV, broadband and phone and instantly regret it. They deny reasonable dialogue are totally unhelpful and have no basic human respect for subscribers.
- Location
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- Location
- Hove
- Reviewing
- Virgin Media
- Date
- 2015-07-02
- Comments
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The broadband experience has been OK although very much below promised speeds with intermittent problems. It is the customer service which is the problem - execrable - and the very questionable practices they employ when recruiting new customers and changing existing ones to new packages. I have been a cable customer for many years and Virgin has had my business for most of those. After (yet another) large percentage price hike I called to complain and they persuaded me to change to another package which would be cheaper. I told them I was moving and I told them where (just a few streets away) and they said this should be fine. It is not fine. While they service the (small) road i am moving to they do not run cable to my particular house. So, despite my wanting to continue the contract, them telling me I would be able to continue the contract, and living in a major city in a road to which they supply cable - they will not supply it. No hard feelings there - except they want to charge me £140 for "breaching" my contract, a contract I would very much like to continue. You couldn't make it up. The complaints handler I spoke to talked to me like a rather naughty schoolgirl (I'm 60) dressing down a recalcitrant pupil. What terrible, terrible service.
- Location
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- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2015-07-01
- Comments
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I was due to move house and saw it as an ideal opportunity to leave virgin, they then gave me an offer I couldn't refuse (apparently) they offered me everything for a set price if I signed up for 18 months, I have never received everything and yet apparently i'm in a verbal contract with them because everything doesn't really mean everything, even though I asked if that meant all sports and movies on several occasions. I have complained several times but because I didn't within the cooling off period (7 days) im not entitled to it now. When you ring up the messages are never correct, the broadband service is woeful and customer service are rude and constantly speak over you. This is the worst company I have ever dealt with. A contract is a two way agreement and at no point have they fulfilled what they said they would. abysmal !! i'm advising everyone to stay clear
- Location
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- Location
- Dorking, Surrey
- Reviewing
- Virgin Media
- Date
- 2015-07-01
- Comments
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I've been a Virgin Media customer since 2001. They are reliable ... reliably slow. I'm am now looking for other high speed providers, in spite of the headache of switching. I have never gotten anywhere near the advertised speeds (currently at 45 mb on what is supposed to be 152), have had numerous techs out, numerous calls to tech support. The final verdict is always that they've done everything they can and that those are the best speeds I will be able to get. Sick to death of their customer service, who are overextended and don't know what they are doing, they are simply following a script. Wait times are horrendous. Truly fraudulent advertising; the speeds they advertise are imaginary.
- Location
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- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2015-06-30
- Comments
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I’ve been with Virgin Media for almost five years now with an average spend of around £50 per month in that time. That works out to around £3000 that I’ve spent on a service that has continually let me down. So you might be asking why am I still with them? Well initially, my company was paying for the Virgin Media service so when they first started letting me down with crackling on the phone line, I wasn’t really that bothered. It meant I didn’t have to speak to my colleagues as often! It took them about a year to solve the issue and everything was OK until recently again. At the start of the year 2015, I noticed the router would occasionally disconnect from the network and struggle to reconnect. Having called out the engineers several times and given one excuse after another, I am still having the issue 6 months on. It’s been getting worse over the past month. I called them today when my router was down, and during my conversation with a very hostile customer service lady, it came back on and she said there was nothing she could do now because everything was up and running again. I explained that this was an intermittent problem, but she really couldn’t care less. Now I’m having to decide to sacrifice speed for reliability by signing up to another provider.
The last engineer that came out was a nice man who explained that there was an issue with the line running from my property to the main box in the street. He said the cable would need changing so he booked this in for me. Funnily enough, which I suspect is down to the cost, he called me a day later to say that a network engineer had resolved the issue and the line would not need changing so he cancelled the job. My suspicions are that he got a rollicking from his superiors by even mentioning that option to me. It appears Virgin Media do not care about long standing customers. And why would they. I’ve given them so much cash, they couldn’t care less.
The intermittent problem aside, when my up to 100Mb line was working fine, it would often slow down considerably at peek times, so I could be watching Netflix in HD for it only to slow down and buffer. Yes they offer a very fast connection speed relative to the other providers but their customer service and dedication to resolving customer issues is really poor. I'm now looking to sign up with BT Infinity.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-06-28
- Comments
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Basically i had virgin broadband for ten years. Then all a sudden one day internet went and rangup customer service. The customer service sent a engineer and they said the cable has been chewed off and will habe to wait 4-6 weeks for planning permission. I thought fine i dont mind waiting. 10 months later i kid you not i swear to god no internet service only from my neighbour who i paid i had make do broadband. Here are a list i swear to god of there excuses over the 10 months. Need to get permission from council, need to get blue prints from bham airport as there are oil pipes, a total of 11 times construction team came out said we cannot fix ot yet the customer service team says they can. They send kids 18 year olds to do a job they not qualified too. The customer service team was appalong excuse after excuse once finally i snaped when the team said the engineer is coming and he 100 percent can fix it today. Waited took day off work and he dont show. Rang customer service they said sorry we cannot do it today we need blue prints from council will take 6 weeks. I told them to ************** and now i have BT hope it is better. Aboid Virgin honestly slow speeds too many people on my road have them is there excuse lame!!!!
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-06-28
- Comments
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Failed to provide proper service for 9 months now. No compensation and no explanations. Just refusal cancel my contract and excuses. Do yourself a favour and go elsewhere.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-25
- Comments
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Avoid worst service lately in UK
I want to leave Virgin because I'm having such serious problems with Virgin Media broadband. Obviously no service for a month is a completely unacceptable situation.
Ofcom's new voluntary code of practice requires that providers allow customers to leave their service if it's falling short of the lowest estimated speed given when you signed up. No connection at all would seem to fit that definition. There is a requirement that the provider be given a reasonable opportunity to resolve the problem, but 1 month does not seem a reasonable amount of time to be without service, let alone the 2 months it sounds like they're saying it could take.
Aggressive customer support and no empathy and understanding the issue customers facing,
- Location
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- Location
- Queens park
- Reviewing
- Virgin Media
- Date
- 2015-06-24
- Comments
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Very bad service from the start till now been with Virgin just over 3 months after no service at the moment and now need to wait one month to send someone try to fix it ? ????
I want to cancel and move to BT or Any others but you can't because I been told I'm in contract !!!??????
With no service ??? Very very bad ?? Don't even think to be with virgin (avoid)
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-24
- Comments
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Absolutely horrible ISP.
Brought the 100MBs 'Big' bundle, and awfully resentful of it.
On the 9th of june I purchased this bundle and was scheduled to receive the product installation on the 24th of june between 8am and 1pm. After waiting through a period of time whereby I consistently received messages from Virgin Media stating my account has been created and my contract was established I waited today at the allocated time and decided to call when the time had substantially passed their timing. According to the customer service agent, the connectivity in my area was reaching the capacity and hence my account was temporarily put on hold. Absolutely disgraceful for a company that prides itself on customer service. This experience may have not been as horrible if I was contacted prior to my time to inform me of the situation. I'm not sure what they were trying to do... perhaps to keep me ill informed and confused as to why my engineer did not show up?
Steer clear of this.
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-06-23
- Comments
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Have been a happy VirginMedia customer for years, mainly I would guess as I have n't changed anything with my service. Having moved and expected to simply transfer my service to my new house I feel totally let down. I have now had 4 scheduled visits (the last one was a no show despite lots of texts checking to make sure I was in). I have now been without internet or phone service for a month. On Friday I gave up and signed up with BT. An engineer called today to lay cables (something VirginMedia seem unable to do). I have an appointment to install in a couple of days. Virgin Customer Servive have been useless - not even able to explain why the engineer did not turn up. Even the CEO's office failed to get back to me despite promises on my escalation. The VirginMedia tweeter congratulated me on getting another appointment after my no show when my appointment was re-scheduled to 10 days later!! Talk about missing the point
- Location
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- Location
- Cheltenham
- Reviewing
- Virgin Media
- Date
- 2015-06-21
- Comments
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We're coming up to the end of our 12 month contract with Virgin Media Broadband and it's a 12 months neither my wife and I cannot wait to end so we can take our business elsewhere. In short this has been a truly awful experience in terms of both connection speeds and customer service. Super Fast? More like "Super Slow", or in some case "not working at all". To compound the issue Virgin Media's customer service is completely unhelpful and of the several occasions I have phoned them over the course of the last 12 months, (even having an engineer come out), they have failed to find a solution, which leads me to believe that there simply isn't one. Their TV commercials are a lie and the only consistent thing about our time with Virgin Media has been them sucking £30 a month out of my account for a service that does not live up to their lofty claims. We were with Talk Talk previously and while not brilliant it was much faster and more stable than Virgin Media's "Super Fast Fibre Optic Broadband". If you're thinking of switching to Virgin Media for your broadband then I cannot emphasise enough that you simply go elsewhere. This is a shoddy company that is taking consumers for a ride with its false advertising of a product and service it simply does not deliver on. Avoid.
- Location
-
- Location
- Stanmore, Middlesex
- Reviewing
- Virgin Media
- Date
- 2015-06-19
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-18
- Comments
-
Nightmare company!!!
Avoid at all costs. Leave you waiting on phone for over an hour when there's a problem.
When you finally get through its very difficult to understand what they're saying as call centre is in India and unfortunately they employ people who hardly speak English.
Soooo frustrating.
Personally I've had enough.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-18
- Location
-
- Location
- Dincaster
- Reviewing
- Virgin Media
- Date
- 2015-06-16
- Comments
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I moved from talk talk because it's was unreliable but Virgin is even worse. I work from home so rely on good broadband. Tonight I'm trying to watch Netflix and it's no go, again !!! It's advertised as the best broadband - in your dreams Richard!
- Location
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- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2015-06-16
- Comments
-
I am based in Guildford, Surrey and have been with Virgin Media for more than 8 years. Was happy with them for first 4 years, now increasingly dissatisfied with increasingly frequently downtimes, price hikes, with limited performance increases (despite promises after promises of 50MB speed upgrades).
I have not switched, but am on the verge of finding viable alternatives.
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-06-15
- Comments
-
Broadband is constantly being slowed down and Wifi is awful. The customer service is also appauling.
Would not recommend to anyone who is sane.
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2015-06-14
- Comments
-
Like many reviews on here that I have just read I am a fan of the speed but that is irrelevant if it keeps going down for hours at a time. I am almost convinced it is a ploy of VM to save their bandwidth for other activities or people paying a higher rate than I do.
Until 4 weeks ago my scoring would have been 5 for satisfaction and I have been with VM for years so was very happy. Customers Service was always excellent and they were apologetic when things did not work properly and they always got you up and running again and usually spoke the queens English but now I seem to always get someone from overseas dealing with my issues or someone who is quite rude (and I hope they have recorded those calls and dealt with the individuals properly!) and I am fed up with them telling me again to switch off, or unplug the black lead or in one case the white and black leads from the router. I am also fed up with calling the 0845 number and them saying they want to run some checks and immediately telling me that they cannot run them - WHAT IS THE P{POINT OF THAT.
Recently, the last 4 weeks, I have had to endure daily outages for up to 6 hours and after the on the phone "Tests" they run they book an engineer and then in a few hours time I get a text telling me they have found the problem and that the engineer has been cancelled and I get service again. EVERY DAY?????
I am, like man here, fed up with the lies, the problems and the fobbing off that I must find a reliable alternative.
- 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.