4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-28
- Comments
-
Worst network and connection ever. I had no internet for two days and for the past couple of weeks constantly get discounted for long periods in the evening.
The response I had from customer service is the cable in my area is overloaded and the users have exceeded it's capacity! In peak times you when you want to use internet you can't. They will be able to resolve this in the next 3 months!!!
They are way more expansive than any provider and this is unacceptable. I'm sure that they still won't turned down new customers and just keep frustrating users. If you are a network provided and you charge premium you should foreseen this type of issue and resolve before it gets to customer.
I will be leaving them as it's really not worth price.
- Location
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- Location
- exeter
- Reviewing
- Virgin Media
- Date
- 2015-04-27
- Comments
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Appalling customer service. Billed £240 for disconnecting a service which never worked properly in the first place and being told you only called to request a new super hub twice in three months is not enough to cancel your services. The staff were rude, unhelpful and insulting. I will never use virgin media again
- Location
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- Location
- London, Newham
- Reviewing
- Virgin Media
- Date
- 2015-04-26
- Comments
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I just switched from BT because of their high prices. I am paying for the second-to-best plan. The speed is really good, but unreliable. You get lots of days when you are just waiting for a page to start loading. It loads instantly after a while, but by that time you are already swearing.
If you are using your bank services you might also be logged out for security reasons.
It is extremely frustrating especially since I'm quite techie and I know this problem is not with me.
If you are a gamer, stay away, your ping/lag is too high for real-time games (maybe turn base strategy will work).
Compared to BT, Virgin is faster, but unreliable and much, much more frustrating.
- Location
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- Location
- hampshire
- Reviewing
- Virgin Media
- Date
- 2015-04-25
- Comments
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Worst for catch up and some programmed not worth bothering with selection of channels hopeless sky is much better I was with them 13 years then moved house and was conned by sales rep into a crap package has house already had virgin media and I thought I would give them a go. Can't wait for contract end in Jan I will definetily leave and go back to sky even if it is more expensive
- Location
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- Location
- Tamworth
- Reviewing
- Virgin Media
- Date
- 2015-04-25
- Comments
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Had to cancel after 6 months, as broadband kept dropping out 4-5 times a day for 20-30mins at a time. Towards end it was off longer than it was on. During the 6 months we phoned 24 times spoke to advisors, managers, technical, had 5 technicians out and no one could rectify the issue so enough was enough. The best thing about Virgin is the speed when it worked, everything else was useless.
- Location
-
- Location
- manchester
- Reviewing
- Virgin Media
- Date
- 2015-04-25
- Comments
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I have been with Virgin Media for 10 years. At first it was great and worked mostly fine. The last 2+ years have been a nightmare. I average less than 5% of advertised speeds. All customer service do is yadder and say maintenance. Their latest trick is to ask for remote connection to your rig. Do not allow this, there are many, many dodgy companies willing to bribe a low paid foreigner for your access information and many a low paid foreigners willing to accept such a bribe (not everyone). Virgin Media is the worst company I have dealt with and their lack of service and customer service has alienated me for life.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2015-04-24
- Comments
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I've been a Virgin customer for more years than I care to remember (anyone remember Telewest?). Until recently I could not fault the service apart from the odd couple of issues that were resolved very quickly.
However, in the last six weeks I've had constant issues with my internet connection dropping for a few minutes at a time. This happens between two and five times an hour. Gaming or streaming media is impossible. Being from an IT background I have a better understanding of what the issues might be and what might be involved in fixing them.
I'm tired of constantly being stonewalled by their customer support when I try to find out exactly what is going on. Being told to "check back in a week or so" really doesn't cut it.
The fact they seem incapable of resolving the issue is worrying. If my company took this long to resolve a fault somebody would be out of a job. Rather than offers of credits on my bill, I'd rather just have a service that works.
Virgin Media is out of touch with what really matters to customers and I think they will find that despite offering cash bribes to keep customers placated, many (including me) will start moving to alternative service providers.
I no longer have any confidence in Virgin as a service provider. Their customer service is pointless. Their engineers are clueless and yes, I'm really p***ed off with the lot of them.
I wonder if any of their senior management read these posts and realise just how much in danger they are of seeing an exodus of people leaving them? Would it make any difference? I doubt it. Prove me wrong Mr Branson.
- Location
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- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2015-04-24
- Comments
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UK'S worst broadband service. unqualified technical, sales team and order managers. Killed my 35 precious days for a new connection but say in the end there is no connection available for your area.
very worst services. Avoid.
- Location
-
- Location
- Wakefield
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
-
Horrible, horrible service... I've been customer of this provider in the past, the moved to BT but came back to Virgin due to price difference.
Customer service is horrible, in case of upcoming deadline they tell you that you should go to library or family and friends if your Internet is not working.... Instead of fixing the issue
Ever since I've got broadband it chokes when you try to download something and play game at same time(didn't happen with previous provider) and after contacting support and 3 technician visits problem still occures
Reliability is a joke, connection frequently cuts off at the evening and rarely reaches said speed, furthermore it often reaches 10% of what it should be
I regret every single moment of being Virgin customer, shouldn't have came back
Unless your neighbour is extremely satisfied and you know this service is best available in your region... DON'T GO WITH VIRGIN
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
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The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2015-04-23
- Comments
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The worst service I've ever come across!!!! I waited 5weeks to get my broadband installation done and all they did was cancelling my appointments without any prior notice!please note I had 5 appointments and made at leat 30 calls regarding the issues I faced with this company! I have spoken with several customer service advisers who did not do anything about the matter except putting me on hold and diverting my call to different departments who didn't even have updated records about their own work!!! For every appointment they made I had to take unpaid leave from work which in the end were cancelled from their side and I was not even informed about it!!!!!!! This is not the service a company like Virgin Media should provide to actual or potential clients!!!! They showed unprofessionalism, unreliability and irresponsibility!!!!! I wasted money time and energy with Virgin Media! Never again! I do not recommend their service at all in a matter of fact I would advise people to stay away for it and opt for smaller companies whos actual priority is providing a good and reliable service for their customers!!!
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-21
- Comments
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Most appalling service I have ever received. We pay almost £60 a month for our TV and broadband package. I'm a student so the wifi is very important to my studies. Came home from work the other day to find we had NO service whatsoever. Called to ask why and they told us engineers were in the area so our service would be "intermitent" for the next week. No warning at all, just turning off the Internet as and when they fancy it. Customer service is total s**t and whenever you change something they tie you in to another 12 month contract. Can not believe they think it is acceptable to cancel a service temporarily with no prior warning. Absolutely disgusting. No wonder Branson is so rich he can take people's money and provide nothing. Sick to death of Virgin. Would advise people to avoid like the plague. Soon as our contract ends we are out!!!!
- Location
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- Location
- Leyton. London
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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We are with virgin media for last one year. In this period we had our lives' worst experience of bad internet service. Only couple of weeks for fine, otherwise every single day it gave us trouble. Even sometime there was no service for 3 to 5 days. We need to renew our IP's every single time.
Now out contract is about to finish. They called us to keep using their service and offer us discounted rate. But we even don't want it for FREE.
It is my sincere advice for you that please don't listen to their loud ****, they speak a lot but their service is totally terrible.
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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Appalling service, I am not sure what is worse the customer service or the broadband! I have been a customer for many years but not through choice! Everytime you change anything on your service the automatically renew the contact for 12 or 18 months. The broadband decides to work when it wants to work and the speed is no where near the advertised speed. As for customer services, I don't see the point the do nothing, know nothing and help with...you guessed it nothing!!!!! You'd be better burning your money on the fire
- Location
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- Location
- Wigan
- Reviewing
- Virgin Media
- Date
- 2015-04-17
- Comments
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Poor customer service. Don't listen to the customer and treat them like idiots. Blame the lack of wifi speeds on
1. using an ipad
2. an iphone
3. central heating
4. air temperature
5. Size of house
Even when stood next the virgin router, I was getting 1mbps and paid for 100mbps. Always tested alright at virgins end, but nobody ever same out to investigate the fault!
- Location
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- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2015-04-16
- Comments
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If i could leave a minus star i would!! avoid this company like the plauge!! Firstly the technition come in to my home and installed my new services, while doing this he snapped my shelf of the wall and used black wires on a white wall he left the wires hanging down the wall did not even tack them to anything he also left the power box just hanging there. when i called to make a complaint the customer service team where shocking!! put me on hold twice and hung up both times (clearly did not want to deal with my complaint) finally got through to a manager which promised to sort this out and credit my bill for £64.00. Woke up 3 days later with a £225.00 bill and my services cut off. bare in my i actually only had the services up and running for 3 and a half weeks!!!! i am taking them to court to sue for damages!! DO NOT USE THIS COMPANY!! Go to sky!! they are much better! the technition that has now come and installed my new sky box was amazing!!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-16
- Comments
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Worst company ever! Avoid it! They are rude and a big rip off with bad service. You will never get satisfaction from customer service! They pretty much take what they want from your account and try to baffle you into believing they are justified when you know very well they are not! I will be leaving as soon as I find a decent provider
- Location
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- Location
- Dudley
- Reviewing
- Virgin Media
- Date
- 2015-04-14
- Comments
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Absolutely sucks, EVERY TIME I am in a competitive game of counter strike, and I mean every single Time I will get Disconnected. I will play a couple of rounds and it will disconnect, my skype will drop and I have to reset the router. I lose conenction and I get banned. I am on the 100mb package, wired connection on powerline and the highest speeds I have had are 55mb its never gone up to 100. I understand that this could be because of powerline, but I definitely not happy.
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2015-04-13
- Comments
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When it works, it's okay - but when something goes wrong, the customer service is extremely poor. Faulty email now for 11 days and no idea when or if they will fix it. It's frustrating and is damaging my business. There is no sign that Virgin care or that they are taking action to put it right. This isn't just me; there are many of us who have not been able to get at our email attachments since 3 April 2015. Cynical and uncaring behaviour, Virgin and Mr Branson.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2015-04-11
- Comments
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Virgin Media is not available in the Leicester city centre new building. Even when I tried to get a new mobile with a sim card there still was a big problem, because my new address doesn't exist in their data base. They don't care about to update it. Another internet providers like Plusnet or BT can connect me to the internet easily, so why Virgin can't do so?
- Location
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- Location
- Chorley
- Reviewing
- Virgin Media
- Date
- 2015-04-10
- Comments
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Good broadband, let down by appalling customer service. Expect billing mix ups, bill increases shortly after agreeing a bill amount, long waits over 30 minutes transfered between departments to talk to someone in a far away lanf who speaks in an accent that atleast I can't understand. Would be a good company if not for there shockingly poor customer service. I will avoid in future.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2015-04-09
- Comments
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I have been with talk talk and bt internet before changing to Virgin as I like to get an idea of which is best for me. Virgin is by far the worst I've ever used. Essentially, I am wasting my money as the majority of the time I'm using my 3G in my own house to get internet. The service is down far too often, as I'm a student this is fairly critical. For example this morning I couldn't submit my essay as the service was down again, and had to save to a pen drive, drive to a friends and use their internet. Absolutely ridiculous. This happens all the time, and I've spoken to customer services on far too many occasions now. The calls cost a fortune, and the best outcome I've ever has was when I was offered one pound compensation. An absolute joke. I will be switching to someone else ASAP, I have never been offered an explanation why the service is apparently down so often in my area, and rarely do they care to help me or offer anything to assist me. Poor show Virgin, thoroughly disappointed considering it is the most expensive internet I've ever paid for.
- Location
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- Location
- Basildon
- Reviewing
- Virgin Media
- Date
- 2015-04-09
- Comments
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The speed is really good. But you can end up with 2-3 weeks of no broadband service and Virgin Media customer service won't help you (even if you managed to get hold of them)
- Location
-
- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2015-04-07
- Comments
-
been with virginmedia for 4 an half years use be good service until last 4 months, they install 2 new router in a week net keeps droping every day for last 6 weeks but got worse as right this lost iternet 9 times this ievening router just reboots it self you phone them they say router fine as been replaced lines are fine was on 50mb wasnt too bad upgraded me to 100 and done test getting 44 same as was when on 50mb this is evening day net goes down last week end friday till monday net went down 28 times now given them my notice cut off on 1 may bt 76mb going in on 30th virgin lost got telephone net and 2 tivo boxes and 1 hd box in my house gone to bt and 40 amonth cheaper sick of net dropping every evening cheked with neighbor guess what there is same and last week i had no net all evening and night dont go with virgin they are a compleat joke theses day didnt use to be are now
- Location
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- Location
- Stevenage, Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2015-04-06
- Comments
-
In Dec2014 I upgraded to faster broadband and the Tivo box. Since Feb I have had drop out problems with the broadband. When up and running I am always getting 130Mbps+ (last check it was 161Mbps). This is fabulous but not when it lasts for 20mins. Physical reboots don't fix it. Web resets don't fix it. Multiple phone calls to Virgin DO fix it - for about 1/2 hour. Even the change of the hub by virgin (who turned up on time)on Saturday gave me a day of the internet only.
Fed up. I have no wifi so Im paying for data usage on my phone. I cant log in on my playstation so game trophies are not being recorded properly, and I am unable to go on the internet to log in to work. So I've had to drive in on Bank holiday to deal with a couple of issues I could have handled remotely in 10 mins.
Phone calls to virgin tend to fix the problem but nothing permanent but I had no problems before Dec's upgrade.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2015-04-04
- Comments
-
Horrible customer service and no technical assistance
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-04
- Comments
-
Broadband has a good speedy connection, but the modem broke down only after 2 months of installing it and a man had to come out to replace it. This was annoying but it was fine as it was dealt with within a week. But then regrettably, I had to leave my flat. This meant I had to terminate my contract with Virgin Media after 5 1/2 months which I knew was going to be a problem as I had a contract with Virgin Media for 18 months. When I called customer service, the lady who I spoke to said that there was no way I could terminate the contract and I would have to pay the whole price of the contract regardless, or alternatively I could move it to a new address. I was a bit shocked that there was absolutely nothing they could do for me, and I had no one that would need a new internet installation. I felt helpless and the next day I called back again to see if I could speak to someone new who could help me. The man I spoke to was much more reasonable and said I could take out a contract with virgin mobile for 2 months and this will allow me to exit my last contract. The man reassured me that the mobile hotspot will be automatically cancelled after 2 months and there was no need to call back again. After 4 months I was still being charged and as I was so busy with work, I didn't even realise. I called Virgin this weekend to tell them about it. I told my story to three different people at customer service, and each person was unsure of why I had been made to transfer contracts from Virgin Media to Virgin Mobile as they are different departments. Each person had never heard of any offer been made b they tried before and were unsure of how to help me. Additionally, each time these people from customer service tried to transfer me through to someone who could assist me - I was disconnected each time. This was really frustrating as I was unable to settle this without speaking to a telephone customer advisor. By the fourth time of calling them back I was becoming impatient and I demanded to be told of the names of people who I was currently connected to. However, this request was positively rejected as it was not their personal wish to do so. When I was finally transferred to the Mobile department without being rejected, I was told by the advisor that money had been taken out of my account accidentally and they were sorry for this. They mentioned how they were unsure of why I had been placed on a new contract with Virgin Mobile, as it was nothing to do with the previous Virgin Media contract. As I had not even used the Mobile hotspot, and I only took this contract because I was told to, I then asked if I would be refunded for this - to which I was placed on hold for another 20 minutes. The customer advisor returned and said, no, but we won't charge you anymore. I couldn't be bothered to argue because it's been a load of unneccesary stress that I don't need. But I just can't believe how abusive Virgin can be. If I was a vulnerable person, they would have me over a barrel, and I am just absolutely disgusted with their customer service.
- Location
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- Location
- Huddersfield
- Reviewing
- Virgin Media
- Date
- 2015-04-03
- Comments
-
I'd like to know why as a long standing loyal and overcharged customer, it's going to cost me a lot more to upgrade from my outdated box with a shocking performing router to TiVo, than the price new customers can get.
Maybe my call to Virgin Media should have been a demand to replace the shoddy Netgear router than to offer them an extended contract. They were blatant in their admission that if you've spend thousands with us over the last few years (£10k my current spend), the thanks is paying a higher price than if you've just stumbled upon Virgin Media.
Not good enough
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-04-03
- Comments
-
My land line phone has worked 3 days in 3 years! Totally useless. Never watch the stuff they show on TV. Just want broadband which is pretty good.
Do Virgin have broadband only? If so, I can't find the info on their website. I'm tied into a terrible contract for another 6 months. Not good at all!!
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
-
I have been with Virgin for over 10 years. Recently changed to Sky TV package but kept my broadband and phone package with them. Broadband had been fine for a while, after intermittent problems some time ago, but today it starting acting up again - kept dropping, rebooted modem and got it back, then it dropped again, over and over all day. So I rang them this evening to try to get the problem fixed and was told that it was due to "very high usage" in my postcode area (too many people using too little bandwidth after their recent sales push), that the engineers were working on upgrading the equipment and THIS SITUATION WOULD CONTINUE UNTIL SOMETIME IN JULY!!!!!!! So, I am faced with dreadful intermittent, slow broadband for the next 3 months or so?!?!?! This is NOT GOOD ENOUGH! You sell like mad, run out of capacity, do an upgrade (during which we suffer poor service) and then you sell like mad and we go round the cycle yet again. As far as I am concerned this is breach of contract and, unless this is resolved I shall be looking to cancel my contract with Virgin and move to another provider - probably BT or Sky. It will be slower (no Affinity here yet) but hopefully it will be more stable. Shame on you, Virgin. What most customers want/need is not lightning fast broadband, just reasonable speeds that are reliable and consistent. I believe Richard Branson is no longer involved with Virgin Media(?anyone know if that's correct??, else I would write to him in person about this.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
-
Rubbish...they're always down...no internet nothing. Its very very slow as well. Definetly moving to talk talk. Such a let down. Hate virgin now.
- Location
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- Location
- Hounslow
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
-
My experience with Virgin is very very poor. They didn't let me know my contract will refresh and I haven't got any letter or new contract. But when I ring them they are just keep blaming the post office and nothing has been sorted out. Very poor customer service and not reliable. I just felt like they robbed me :(
- Location
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- Location
- St Helens
- Reviewing
- Virgin Media
- Date
- 2015-04-01
- Comments
-
I dumped VM about 18 months ago, with reliabilty issues , many call centre calls to with Mr Ranjit Patel on the Asain sub continent somewhere keeping me hours on end regularly fixing connection issues , finally they said they were coming for their equipment and didn't... after months asked them after the umpth time why ? said it was faulty out of date and dispose of it myself ...I was delighted at cubing the V box with a 10 lb sledge hammer..+ router as well ...
( smaller cube ) they still owe me
£15 from my last bill which you guessed I never received for your best human sanity .. AVOID.
- Location
-
- Location
- Woking
- Reviewing
- Virgin Media
- Date
- 2015-04-01
- Comments
-
Have been with Virgin for around 8 months. Had a worse experience with both broadband and tele. In 8 months it has broken more than four times. Was with sky before for quite a few years. Never had a single problem.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
-
Their customers service is the worst every - on call now for 30min because broadband is not working and still on hold.
Never use Virgin if you can help it
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
-
Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music now. I am sure no one will pick up the phone.Broadband service availability is quite pathetic. If you want reliable service please avoid virgin media even if it is for free.
This is 31st March and broadband is not working. If you call customer service it lies that wait is 30 seconds. I am waiting for 45 minutes on music and was disconnected. You wont get worst customer service even in third world countries.
- Location
-
- Location
- Norwich
- Reviewing
- Virgin Media
- Date
- 2015-03-31
- Comments
-
The technical aspect of the broadband was OK, I had no complaints. However things got complicated when I moved house and try to cancel. I was charged an extra four months after asking for my contract cancellation, it was two yeas ago, I never got that money back even after contacting customer support at least five time. On top of that, the guy I talked to when cancelling my broadband put me on a monthly mobile phone contract while I ask for a pay as you go contract at that time.
Conclusion: stay away from Virgin Media if you want to avoid nasty surprise when they can direct-debit you in all impunity...
- Location
-
- Location
- Epsom
- Reviewing
- Virgin Media
- Date
- 2015-03-29
- Comments
-
Over the past 4 months Virgin Media have continued to overcharge me for the TV package by adding unauthorised premium Add-Ons to my account. These range from sports channels, film channels including Asian channels.
It has been a nightmare trying to sort it out starting with the poor customer service provided by the staff on the phone lines. Then having to go over the same procedure and explaining the problem every month with the same outcome afterwards. Having spoken to two different supervisors hoping that they will get things sorted I now realise that they are all equally incompetent and the reality is that virgin just mark time and fob you off until the end of your contract.
The time spent talking to these people is useless. My advice to anyone considering using the TV element of their service is if you want a poor TV package and additional unauthorised charges then sign up with Virgin. Personally I'm dumping them ASAP.
- Location
-
- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2015-03-29
- Comments
-
after a bank system problem with a direct debit virgin was charging me for a delay , but it was not my fault , customer service was not helpful at all , interested only to get money, sending me extra bills . BIG BIG DISAPPOINTMENT.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-03-27
- Comments
-
I have been with Virgin Media for less than 7 weeks, a card was put through my door on Wednesday saying that work had been in the area which would improve the service, not in my case I have lost all of my TV, Phone and Broadband connection and have been told they cannot get anybody out to fix it till Monday! This will mean I will have had no service for 5 days assuming that it is fixed on Monday. I presume that they as they cannot come till Monday they must be very busy fixing other faults. I was with Sky for 8 years and never once lost my services, worst decision to switch to Virgin and be advise anybody against doing so.
- 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.