4,691 Customer Reviews over 470 pages
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-08-09
- Comments
-
Virgin Media went from being on of the best to be one of the worst
Customer service is not existent
in the last 6 month many people has left and that is what i'm trying to do, to get out of my contract
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-08-07
- Comments
-
I am extremely disappointed with Virgin WiFi, particularly their "customer service." First and foremost, I experienced numerous delays in getting an engineer to install the hardware. When the engineer finally arrived, he incorrectly installed a wire in our front garden, creating a trip hazard that we have to navigate every time we come home. This has been a major inconvenience for us.
I tried calling their customer service multiple times to address the issue, but it was like hitting a brick wall. Despite having decent internet speed, the booster they provided was non-functional. There were also additional charges on my bill that I could not understand. I made three separate calls seeking assistance, but none of their representatives were able to provide any help (their communication on the phone is unclear...).
I decided to file a complaint, but even during this process, their communication was incredibly unclear, leading to further confusion on my end. This lack of effective communication only added to my frustration.
As a result of this poor experience, I have decided to cancel my contract with Virgin, and I have no intention of returning in the future. Their customer service has proven to be utterly useless, and this entire ordeal has left a very negative impression.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2023-08-03
- Comments
-
I would give them a -1000 if I could. We were with Hyperoptic for 3 years and never had any issues. As soon as we moved to a house with Virgin the problems started. WiFi is 30-50 mbps at best and service is so spotty that I can't believe people actually buy this if they have a choice. You can't get to a human when you want to speak to technical support. It's just endless time wasting with useless help articles and bots.
- Location
-
- Location
- Welwyn Garden City, Herts
- Reviewing
- Virgin Media
- Date
- 2023-08-01
- Comments
-
Speed and reliability are fine... but as others here have said, their customer service is just atrocious. I would even say non-existent. I am in a Catch-22 position. I have forgotten my password and their supposed 'familiar expression' (or whatever their automated system calls it). Hence I cannot login. Hence there is no way for me to tell them that I do not want to renew my contract with them (price hike from £18/month to £44/month being the reason). So I have been forced to cancel my standing order. Oh... and of course you cannot email them!! The only way to contact them is via their website (password required - see above) or by phoning them - again PW required. I'm now looking for a company that actually employs human beings in their product support.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2023-08-01
- Comments
-
I called Virgin Internet to end my contract. Customer service started offering discount up to 60%!! When questioning why this offer was not provided earlier they had no answer. In the end they said that I will have to pay final bill for 30 days notice period . No discount was given in this instance. Where is the customer service in this instance? On top of it the staff was offering discount like a chariity or alms.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2023-07-31
- Comments
-
As an enthusiastic new customer I agreed to the pre-installation site visit. No one turned up. I called to reschedule. A date was set. No one turned up. As a special gesture a visit was set up for the Sunday prior to Tuesday installation. No one turned up. In every case I've had to chase Virgin. I've spent hours on the phone and received nothing but platitudes. Will Virgin turn up on Tuesday to install? I know what my money's on!
- Location
-
- Location
- Hall green
- Reviewing
- Virgin Media
- Date
- 2023-07-28
- Comments
-
Signal is very bad , it's often no WiFi
I call three time to complain,but no resolve this problem
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-07-27
- Comments
-
Probably the worst broadband service in the world,
please avoid at any cost!!!
This people have a big mess in their systems, I recently moved my virgin broadband service to a new property and the messed the whole thing up, I have been without internet for 5 days, they charging me for that, they owe me £15 from my previous account that has not been refunded and essentially they don't want to help at all after calling them 10 times and waiting on the line. Also impossible to reach out via online chat and they don't have an email contact and a complaint management sytem.
Avoid if you don't want a big headache!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-07-26
- Comments
-
I cannot express honestly how absolutely useless, time-wasting, and annoying my experience with Virgin has been. I had an installation booked on the 12th of July and the installation went well and we had the internet installed. However, we kept getting messages about the installation being delayed until 31st Aug! I phoned the day after our installation to inform Virgin the internet was working and that we had access to their services. I was told this was not correct and we had to wait for an engineer to install the internet (which had already been done)
I kid you not... I have phoned them now over 10 times, each time being on the phone for nearly over an hour, sometimes being disconnected and having to call again and again. SO nearly 11+ hrs on the phone with them trying to tell them the same thing over and over and over again.
They won't tell me how this is going to affect my billing and cannot give me any information on that (seems convenient on their part!)
Avoid this company. Avoid it at all costs as I have never had such a shocking time ever!
Honestly, I have wasted soo much and too much time with them.
(Oh and you can bet that I get an automated response from them saying they are sorry and that I should phone them up to explain... slim chance Virgin. Until I get an actual phone call from the main management, I won't be stuck on hold waiting to tell you yet again the same thing!)
- Location
-
- Location
- Durham
- Reviewing
- Virgin Media
- Date
- 2023-07-22
- Comments
-
PROFITEERING/ROBBERY ON A DISGRACEFUL SCALE
Having been a loyal (and on time payment paying) customer I was somewhat surprised to receive an email from Virgin Media regarding next month's bill.
For 18 months I'd enjoyed 264 Mbps speeds @ £28.00 per month. Virgin's new price was a BREATHTAKING..
**whopping increase of 103.5% to £57.00 per month!**
I sent an email of complaint and received a call that failed to answer the single question posed 'Please give a valid reason to your 103.5% increase?'
Having listened to pathetic corporate-cackled references to global cost increases, costs to companies and 'woe is me, Richard's new spaceship is delayed by a day waffle', I asked what discounts were available. They were applied and a reduction from £57.00 to £45.00 was offered.
i disputed the available question and asked another valuable (saving) question viz 'Are your available discounts the same as those available to your colleagues in cancellation department?'. More waffle upon waffle but eventually put through to cancellations.
Couldn't hear the person very well so I freely offered some headset/communication/volume/settings advice to the person that was employed by the Global Communications Company Virgin.
More waffle waded through but we eventually arrived at the 'Decreasing Discount Database' that further tests the patience, resolve and determination of the genuine consumer whose next port of call should be Victim Support or Action Fraud!
The system then reverts to one whereby the customer refuses the claim that 'This is the best discount/deal I can apply I'm afraid'. The same amount of trust in the aforementioned statement(s) should be applied to that of a trader in a Turkish bazaar, when trying to purchase a counterfeit wallet or t-shirt!
'KEEP GOING' was my response 'YOU ARE INSULTING MY INTELLIGENCE' was the cry!
The process is best tested by repeated refusal, digital head shaking and assurances that contracts should end immediately, whereupon the modern day masked marauder surrenders to the ACTUAL best discount available and offers the monthly price of £32.00 inc vat.
The final question raised was the inconsistency in discounts available between the calls and Virgin employees.
'Oh it's quite simple' stated the associate, 'there are different grades/tiers! I am a Grade 2 and my colleague you spoke to earlier is just a Grade 1. The discounts available are WORLDS APART !'
I thanked the young man, Adam, for his assistance, his grade, his discounts and my future subsequent savings.
In conclusion I suggested that Virgin might consider a new approach that would assist consumers in assessing the level of extortion they were at the hands of.
How about 'Hi there Mrs/Mr/Ms ......... STAND AND DELIVER - I'm a Grade 1 profit making agent but if you threaten to cancel, I can transfer you to a grade 2 - I'll eventually listen to you, wearing a lighter shade of black mask and bigger eye holes to see the bigger picture through'.
DISGRACEFUL !!!!!!!!!
Date of experience: July 22, 2023
- 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.