4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- Comments
-
AVOID!!! Easily the worst broadband provider I've ever had the misfortune of using. We pay for 100Mbps and its fantastic when it works but it also drops out regularly. For the past week I've not had speeds above 20Mbps for very long and it cuts out constantly. I need a high broadband speed for work and this is really unreliable, also no way of exiting the contract without paying huge fees. Once they have you locked into a contract they don't really care about providing usable internet, they just want your money. The customer service people are pleasant enough and quite a few have been very friendly (I only rate them two stars as the company itself make no attempt to fix issues) but sadly they're limited in what they can do to fix persistently bad broadband speeds (I've been with them 18 months its not improved at all). I'd give a zero for overall satisfaction and reliability if I could. Virgin don't care about their customers, very unprofessional and fraudulent.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- Comments
-
Absolutely Awful service I am paying double what I paid my previous provider for the same speed. The first month I had no service for 48 hours meaning I couldnt work. Their customer service is appalling - refused any compensation payment and sent robot replies to my complaint.
- Location
-
- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2022-06-28
- Comments
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where to even start ...
Service is unstable and inconsistent if i had the option to go with another ISP i would have a long time ago however in my area VM is the only provider available.
the customer service agents are rude, inexperienced only know how to follow a scripted set of instructions and will go silent for 5-10 minutes before just hanging up on you wasting at this point 20-60 minutes plus phone call just so you have to ring back up and start over... oh and they will easily lie to you for a temporary resolve
they do not follow or care about complaints or if their service is not working as long as one device is connected out of many you may have that seems to be an acceptable reason for them to say its working
they seem to not be able to change adjust or amend any settings any other service provider would have the options of changing despite them being a sole company (not like bt /talktalk /ee who operate via openreach) i asked if they can't get these things changed who can and the answer was literally no one ...
they only seem to care about being paid the money for the service and not upholding their side of the deal providing said service even when they are clearly going against it for example i have 1 gig package with a guaranteed minimum speed of 550mbps i constantly get 250-300 mbps but they say thats ok.
they have no respect for ones feelings or conditions or the fact they cause stress.
i have been with them for over 5 months now and all my devices were working up till a few months ago i started getting the below guaranteed speeds. last week for no reason my xbox wont connect via Ethernet and it will even stop the xbox booting up while plugged in (just get a black screen) i showed them its not my xbox by using my mobile phones internet via hotspot and it loads up and connects straight away no issues they still refuse to say theirs an issue on the home broad band side despite showing them /the engineer.
this is literally the worst ISP i've ever had in the 20 odd years of using internet and by far the WORST customer service team ive ever had to talk with.
they forced me to install whatsapp an app i'd rather not use, all the live chats/phone calls start with a stupid robot ai system that's pathetic then when you eventually get to speak to a live person its no different feels like they for got about feelings altogether.
seriously AVOID this scumbag service it literally will make you stressed or depressed
i wouldn't even say their worth the 1 stars but i had to click them
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-28
- Comments
-
The service is pretty fast when it works however it goes down more than any other provider I've tried. They increase the price by a few £ every few months and until your 18 or 24 month contract ends you cannot leave. I am currently trying to leave, this began at 4:30pm yesterday, I called their customer service, waited on hold for 25 minutes and was immediately hung up on when I got through. I called again and was given the option to communicate via text, which I selected. I got a text which I replied to, answered a number of questions before being told the conversation had to move to whatsapp, spoke to someone on whatsapp who asked me a load more questions (many of which I had already answered) before being told I would be transferred to someone to deal with my query. After 25 minutes I spoke to a person who asked me a load more questions (many of which I had already answered, sometimes twice) he then said he couldn't deal with my query but would transfer me to someone who could. 17 hours, yes 17 HOURS later I got a reply with another person asking me the same questions yet again. At the end of virtually every message I said please just cancel my contract. He kept offering reductions in prices (despite me previously being told that was not possible) but not anywhere near as cheap as new customer offers. It is currently 10:52am, the person has finally agreed to cancel my contract...in 30 days time.
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2022-06-24
- Comments
-
Worst broadband service and customer service ever. I paid good money for 100mb per month and the broadband always down for no reason and the speed hover around 50 to 100mb, most of the time between 50-75mbps.. complaint many times about it they end up telling me there are too many devices in the house so asked me to upgrade to 200mb and I did to try it out, end up same problem, speed mostly 30 to 50% slower and broadband line is unstable and disconnected. now the broadband is offline for 3 days.. I am leaving VM for good, waited more than 1 hour for customer service to connect me to 'cancellation team'.. worst provider ever..
- Location
-
- Location
- Mansfield
- Reviewing
- Virgin Media
- Date
- 2022-06-23
- Comments
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Don't sign up to virgin media. Although the speed is good, it is impossible to leave as there is not a easy or even possible way of contacting them. Basically it is a trap where you cannot leave. Very very unprofessional and fraudulent. Customer reference number 825164704
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2022-06-22
- Comments
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Positives first. The broadband is very fast.
Unfortunately only when it works. People I know have been with virgin for a long time and have rarely had issues. Postcode lottery maybe.
Been with virgin over 2 years. Sporadic dropouts ever since joining for hours at a time sometimes. Nightmare getting in touch with customer service. Get fobbed off with lies like "issues in your area" when my neighbours don't have any. Lost count of how many phone calls I've had explaining that you may fix the connectivity issue today, but there's clearly an underlying issue and it will dropout again, but they just don't listen or understand. They've finally had an engineer out who said the issue is with the line and someone will have a look. Nobody came and they're booking me another engineer to come to the house for some reason.
On the live Web chat they'll book you an engineer days away whilst advertising a paid service for next day engineer appointments. I've had an on-going issue for this long and they have the ability to fix it sooner but won't.
Compensation scheme requires 2 consecutive days of no service. Everyday for nearly a month I've had dropouts for hours at a time but don't qualify for compensation.
Most providers are obviously not without their faults, but in my experience I advise going elsewhere. I had no issues with Plusnet or Tesco.
- Location
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- Location
- Northamptonshire
- Reviewing
- Virgin Media
- Date
- 2022-06-22
- Comments
-
Utter rubbish joke of a company with no idea of customer service where they rely on untrained lying incompetent staff who in 99% of cases are clueless. The broadband is unreliable where it keeps dropping out and nobody at Virgin clueless Media cares! I Have since given up and given notice to leave this incompetent company
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2022-06-21
- Comments
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Incredibly obnoxious and irritating customer service who make no attempt whatsoever to give you what you want, just try to sell you more expensive packages.
Bizarre and annoying insistence on making you sign up to a TV service you don't want, leaving us with useless TV hardware taking up space in our flat.
Our broadband (the 350 tier) is unreliable.
- Location
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- Location
- Chiswick London
- Reviewing
- Virgin Media
- Date
- 2022-06-21
- Comments
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constantly dropping out and website saying under repair. can't rely on this to do work from home.
- Location
-
- Location
- 14
- Reviewing
- Virgin Media
- Date
- 2022-06-20
- Comments
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Very dodgy company my contract is £25 a month and the first bill collected was £57.25 from my account. In last two days I try over ten times I call them and they put me on hold. And they don’t answer my question.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2022-06-20
- Comments
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If I could give zero stars I would. Every part of this experience has been the worst I've ever had with a broadband provider. I've had connection issues since day one, I've had multiple engineers round who cant fix the service, I've raised 4 complaints and all I get back is a letter to say contact tech support. They will not let me leave my contract early despite all the issues - my bandwidth drops between 2-48 Mbps throughout the day. It feels like I'm in an abusive relationship that I cant leave - every time I phone I get gaslighted. If you're in SW London I would avoid at all costs.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-18
- Comments
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Do not use this company!! I am outside contract and been trying to cancel for 2 months!! This is the third time I have been trying to cancel with them over the phone and still nothing!! They keep hanging up, and say they call back if disconnects but they never do!! I am now for the third day in a row, 3 hours trying to cancel my broadband. The line disconnects and again you call and wait in line for half hour!! I have dealt with nearly 10 different people and my broadband is still not cancelled!! Yet they have the audacity to keep charging me!! The customer service is an absolute joke, I have never seen anything like this. The stress I have been through because of this company I cannot even explain the mental pressure I have had to go through because their incompetency to deal with their customers. And I am still now on wait still trying to cancel since early MAY!! Avoid at all costs this company, if you know what’s good for you. I can’t even put into words how incompetent the customer service is, it’s not just one person, I dealt with nearly 10 of them!!!!!!!!!!
- Location
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- Location
- Greenford
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
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Very bad service. Poor speeds and cuts off. They sent the reminder 5 days after the monthly notice period to terminate the contract. They should sent it about 5 weeks before the contract expires. They tell you will get certain credit to your account when you sign up, they dont not do that, when you phone them they want to give you half the credit they initially said. They say they give £50 for recommending a friend to both parties. They did not give it to me.
- Location
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- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
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Worst providers ever. Waste of time and very cluless. I have been getting charged a very high amount for my broadband than what i originally agreed for over the phone. When you get to customer services it takes more than 40min for them to answer and when they do they are not able to help or understand the customers problem. They place you on hold for more than 25min to end up with no answer or them hanging the phone up. Very rude and i definitely would not recommend them to anyone. They are expensive and their broadband speed is awful for the amount that am paying. On top of this they end up saying the reasons your media contract has gone up is because of the inflation prices even though i confirmed i have not received no letter nor an email about this because if i new i will be getting charged that ridiculous amount i would have cancelled it there and than. Their communications are awful and do not listen or just keep you waiting on hold for a very long time.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
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virgin 1gb download and 54mb upload cost you £65 a month. hyperoptic 1gb download and 1gb upload cost £30 per month. virgin 1gb router always cut off my mobile phone and firestick. virgin ping 11 are really bad compare hyperoptic 0 ping.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-06-17
- Comments
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Overcharge customers
Bully tactics to extort money.
Worst customer service.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-06-14
- Comments
-
Useless customer service
670863302
Virgin were going to install on the 13th fiber and phone line , engineer came and said unable to do as pre installation has not been done . Phoned up virgin they said manager will call you on 24 hours . I said highly unlikely well 24 hours passed no call spent 3 hours chasing up . My lines are due to move from bt to virgin on the 16th . Virgin said they can do nothing until the the 24th I feel I have been messed about with Manager who dose not call . What can I do, manager is missing in action and fiber virgin unable to make and keep appointments water a lot of customers time . They sent Richard Brandon’s into orbit but they can’t install my fibre and arrange for a call back from a manager very poor service , I’m not even I customer yet and the treatment has been the terrible been with bt for 30 years and no issues whatsoever.
Going to cancel stick with bt , I think virgin will bring down the reputation of o2 . I’m a o2 customer might leave them as they are connected with virgin . I suggest think twice before joining virgin .
All they had to do was call me and not make me waste time chasing .
Update I have now cancelled and will stay with bt virgin is a joke . Customer service is appalling wait for hours and hours .
Deal anytime virgin broad 300 Al in £26.
They keep putting the phone down On purpose Philippine call centre good for one word sorry . That’s why virgin took there centers there as they are the best at saying sorry sir every 1 second, lovely people but ain’t got a clue . Frustrating.
Hot weather in car making calls for nearly 4 hours for them to keep putting the phone down so happy I cancelled.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2022-06-13
- Location
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- Location
- Hartlepool
- Reviewing
- Virgin Media
- Date
- 2022-06-13
- Comments
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Cuts out 15-20 times a day. Not great when you need a consistent, uninterrupted wireless connection. Would never recommend. Using hotspot on my phone data is more reliable than this pile of utter ****
- Location
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- Location
- Ealing
- Reviewing
- Virgin Media
- Date
- 2022-06-13
- Comments
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Really poor customer service. Make it extremely hard to cancel.
Fast speeds but not worth the hassle.
- Location
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- Location
- West midlands
- Reviewing
- Virgin Media
- Date
- 2022-06-11
- Comments
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It never works. Always just crashes. When it does work (which is extremely rarely) the speed is decent but that’s all that they have going for them. I recommend going for a different provider with slower speed and that is CHEAPER as virgin is extremely unreliable and really annoying.
- Location
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- Location
- Portsmouth
- Reviewing
- Virgin Media
- Date
- 2022-06-09
- Comments
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I using the 500mb/s plan. Last Monday (30/05/2022) my router break down then I use the apps booked the appointment at Saturday (04/06/2022). I was waiting hold day Saturday but no show. When I check the appointment by the apps. My appointment is cancelled! I call to the customer service try to know what happen is it. They tell me they don't know! So they let me to book an appointment one more time in Thursday(09/06/2022).
When I check the appointment by the apps and website at Monday! They cancel my appointment again! I call to customer service I only have the same answer from them! Ok~ I book one more time in Friday (10/06/2022)! Then fxxking funny is when I check in the Tuesday morning, that appointment is cancelled again! What is the **** service they have? I call to them again, this time they give me an answer is, the engineer will send a SMS to me to confirm the appointment but they used the wrong mobile number to send so at the end they cancel it. But when I question to them why they using a wrong contact number in my account? I'm keep using my number over 10years haven't change and I check my Virgin account in the same time. I find the contact number in my account nothing wrong. At the end that customer service (Jausar) haven't give me any satisfactory answer and the sound like so fxxking funny to ask me did I still want to book the appointment to fix my router in Saturday(11/06/2022) or not!
Ok~ I lost coz I need the broadband back! But I'm very angry with thier service! I 100% is going to other broadband company like BT! Then I'll never go back to use this company any service!
500mbs plan but download speed less then 100mbs! Upload only 30-45mbs! This is the speed!
If you need to call to their customer service you must turn on the record by your phone to record all what they promise or anything. If you have anything problems like me. This can proof what you got from their services.
- Location
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- Location
- Herts
- Reviewing
- Virgin Media
- Date
- 2022-06-07
- Comments
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Wifi frequently cuts out. Virgin will charge £40 if no fault found, but as its intermittent, that relies on the technician working out the issue whilst they visit. Customer support slow to respond
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2022-06-06
- Comments
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In our area its the highest speed available but when it comes to issues with internet or renewing/cancelling the contract then VM does not want to speak to you or call back to discuss. I have tried on different days and times to speak to VM waiting up to 48mins but not had any luck. as a last option will cancel my direct debit.
- Location
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- Location
- Richmond
- Reviewing
- Virgin Media
- Date
- 2022-06-01
- Comments
-
AVOID TERRIBLE WIFI EVER
I left sky broadband as virgin broadband promised me 1000mb . I signed up to there maximin package . there I was told you only get that speed when you are hard wired in not on wifi. this is the worst broadband I've ever had . Do not be fooled by virgin speed promise the wifi doesn't work . its worse than dialup like going back in time .
- Location
-
- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2022-06-01
- Comments
-
Absolutely terrible customer service for the entire time I'm with them (including disregarding several complaints). Then when I left them they overcharged me by two days.
- Location
-
- Location
- Midlands
- Reviewing
- Virgin Media
- Date
- 2022-05-26
- Comments
-
Fairly reliable broadband and quite fast. Goes down 5 or 6 times per year that I know of without explaination, but not the end of the world. My main gripe with Virgin Media is the constant price increases. They’ve crept my bill up from £22 per month, up to £47.50 per month, while still offering the £22 service to new customers (may be £24 now). I’ve just canceled with them and I’m going to try another provider.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-25
- Comments
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Service is good but conditions are awful. Speed downgrade or contract cancellation requires 1 month notice even if it's after the ending of the current contract. The only way to negotiate a lower price is to arrange disconnecting from them. Ending contract early may trigger a fee of £240. Where's the fiber competition in my area?
- Location
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- Location
- Leeds,West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2022-05-22
- Comments
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When it works good. Get an a fault, for example spotty connection and after months still no b#@### good. Customer service thinks if they ask the same questions and do the same 'adjustments' they will get a different result. And complaints dept. take at least 1 month between emails
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-05-20
- Comments
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No WiFi yet again for the whole day. Not even worth ringing customer services as nothing change. Time to look for another provider.
- Location
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- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-05-20
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2022-05-20
- Comments
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Virgin media keeps increasing our broadband prices after 5 years of using their service. We used to pay £26 a month just for broadband. Its now £48 a month after 5 years using their service . When I called the customer service, the advisor couple of times said that she would look in to my account and then disconnected my call after long wait and explaining the reasons. Very unprofessional. Avoid them at any cost.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2022-05-20
- Comments
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Customer service and cancellation team are utter trash. I have called 3 times to cancel their subscription far beyond the expiry of my contract as I have moved to another company. They have failed to cancel my contract 3 times even after receiving emails of cancellation as I am still getting emails of monthly payments that I now apparently for 3 months after cancellation. I'm not using your damn service and it's been cancelled with email confirmation. How am I still being charged monthly???
- Location
-
- Location
- Shefford, beds
- Reviewing
- Virgin Media
- Date
- 2022-05-18
- Comments
-
awful , awful.
No range, poor quality modem and staff don’t know what’s happening.
I’ve given up and going to Zen.
Virgin good speed but in use no faster than 67mps from BT
- Location
-
- Location
- Ashton-Under-Lyne
- Reviewing
- Virgin Media
- Date
- 2022-05-18
- Comments
-
This company should be banned in uk, this is most ever worst broadband service provider in uk, i have ordered broadband service for my new computer shop business where cant open shop without internet service but they laid me down big time, they have taken advanced 3 months money from my business account but never installed broadband or gave internet connection, they gave 4 different installation date in waiting 2 months since i placed order but never turned up, even no update. Every time i need to call for update, never had that much bad experience like virgin media is doing with me. Because of their not doing broadband installation, i could not even open my computer shop yet, i already lost out my 2 months shop rent + my sales. I am going to take them in court, they are responsible for my all financial business loss so far and they have to pay back my losses. A totally ignorant service provider, a cheater and dodgy company, so be aware all !!!!!!!
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2022-05-17
- Comments
-
Daughter in a student house, trying to revise along with the others. Wi-Fi drops out all the time and is out for hours/days. Customer care asked several questions a normal person would not know the answer too. If not a box problem then 150.00 charge. Rebooted etc and still not worked and followed the fault finding instructions so assume it is the box. Would never use virgin media again. Most unhelpful in all departments
- Location
-
- Location
- Gloucester
- Reviewing
- Virgin Media
- Date
- 2022-05-16
- Comments
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This is the worst company in the world to use. Shocking sales tactics. The broadband is only ok if you paying the most expensive package. I tried to leave and ended up being told to try this package for a week to see if it improved. I tried to leave again after a week but they said I was now past the cancellation period. Tricked me into going past the cancellation period. I’d do anything to get rid of this rubbish and this shocking company. Next step is the ombudsman service.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-05-16
- Comments
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The virgin media installation process is very poorly established and they do not correctly share details if there is a delay and keep pushing dates a day before without continuous updates.
Their speed might be good after installation but until installation they have Very poor and slow pre-installation checks process and updates, thus harassing clients.
- Location
-
- Location
- Brentford
- Reviewing
- Virgin Media
- Date
- 2022-05-15
- Comments
-
Horrible Horrible Horrible service, that was the most most most disappointing service ever. They lied about everything. Lie after lie. Next week I’m going to the court to sue them. That was the most disgusting money stealing that I have ever seen. Horrible, Horrible HORRIBLE service. I am disgusted by you all guys. Liers abs robbers. Go to hell
- 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.