4,684 Customer Reviews over 118 pages
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- Location
- Pontypridd
- Reviewing
- Virgin Media
- Date
- 2021-07-27
- Comments
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HORRENDOUS. Avoid at all costs. They are impossible to contact - you have to wait on hold for a minimum of 30 minutes if you need to contact them for anything (renewals, service issues, complaints etc)
BEWARE, they will take advantage and exploit you.
I renewed my contract after being told that I could transfer my package to my new address if I moved home. I'm finally buying my first home, only to find out they can't supply that area, therefore I must pay around £248 to terminate the contract. I explicitly told them not to cancel and to just provide services to the area, but they force your hand and blame you for breaking the agreement, even though it is THE COMPANY who can't hold up their end of the deal.
Furthermore, the wifi box is not reliable, so I submitted a report about that, only to be told that they won't do anything about it as I will be leaving my home in 6 weeks, so now I am a fully paying customer who will not receive any help.
All this, during a pandemic and a housing crisis. Truly vile company, don't be fooled as I was, stick with BT! They DON'T charge you if they can't supply an area and actually have decent contact forms.
- Location
-
- Location
- Havant
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Not even joking when i say its the worst Internet in my area pay for 250mbs and ive never his over 20 and the prices these criminals charge are sickening for the service you get would lnt recommend too my dying nan let alone anyone else think mr Branson needs too stop ******* around in space and sort is joke of a company out
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Pay for 100Mb/s, get 110Mb/s on speedtest.net.
Very reliable - on average down no more than 1-2 / 365 days of the year.
Got a great deal when called up customer service.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
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Virgin media have repeatedly acted in an unethical manner by - breaching data protections multiple times, closing complaints without contact to the customer, taking money out of customers accounts after being specifically told they no longer have permission to take money out, and it wasn't even money that was owed to them, they took all my money so I couldn't eat, and then told me it was my problem to go sort out, they have ignored a request to close my account despite acknowledging it on the phone, meaning I've had to pay an extra month by the time I submitted a second request. It's been a complete shambles and a tax on my mental health. While the service itself is fantastic, my suggestion is to avoid the company itself at all costs.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2021-07-26
- Comments
-
Constant intermittent outages, compensation only valid if outage is more than 2 days. Poor customer service. Best avoid Virgin Media and chose other providers who offer backup 5G support via a mobile dongle
- Location
-
- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2021-07-24
- Comments
-
I pay for 500mbs, I rarely get over 5 in my bedroom, I have a tiny house. At my last place I had a basic talktalk plan, 30mbs, it was consistently better than this, this is unbelievably rubbish
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-23
- Comments
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Try to stick you with an 18 month contract when moving homes against your consent!
Either gross incompetence or borderline fraudulent intentions: I was set up with an 18 month contract (and at a high price at that) which I never agreed to. The movers team agent confirmed I would be on a monthly rolling setup. I was also promised to have access to new customer discounts for a new contract after the move, which I didn't have access to, because all teams refused to honour the promise and would refuse ownership of a resolution. Instead I was in a catch 22 situation transferred between teams. I took 4 hours of phone calls to find out nobody would own a solution and I closed my account. Never again.
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2021-07-23
- Comments
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I have been trying to find out for a month if Virgin can supply broadband to my new address. They have a 'backlog' of similar queries so tell me my choices are either wait indefinitely while continuing to pay £24 a month for no service, or pay an early disconnection fee. And all this effort for the worst internet connection I've ever had, anytime I work from home I've no choice but to hotspot off my mobile. I'm counting down the days until the end of my contract. I never review stuff but they are just so all-round consistently irredeemably terrible I really can't help it
- Location
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- Location
- Maidenhead
- Reviewing
- Virgin Media
- Date
- 2021-07-23
- Comments
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As my broadband packages was ending and of June 2021. I was approached by a door call agent. He offered a package of a broadband+sim card with a lot of great customer care premises. I told the agent that I will need the service a.s.a.p as we have the family working from home. Virgin was suppose to install wi-fi for July 9th. On the 8th we got an email saying that the install is not going a head because of construction work and the install will be done on the end of July, then on the 29th July we got another email saying exactly the same. I rang them and said what is going on as they are messing us about we need the wi-fi. They offered to have it installed for 9th of August. That when we decided that enough is enough and cancelled the lot. It's the worth customer service I ever had experience all full of empty promises and not a care nor respect for customers. NEVER, NEVER again. I will recommend it as I have hear a few other similar experiences talking to other people. Therefore do not bother with Virgin broadband, TV packages
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-21
- Comments
-
I don’t think I should give 1 stars they don’t deserve it.
I cancelled my direct debit I don’t care if my credit score gets affected I will contact my bank and explain why I am sure my bank will understand thru know me for 30 years never missed a payment good luck doggy media.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-19
- Comments
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1 - they screwed up my move date. I set a move from my home, they asked for confirmation and I told them to move it. They did, however they only moved the reconnection date and not the disconnection date. This resulted in 7 days of no internet.
2 - on the connection date, they told me there was a signal problem on the line. They then proceeded to tell me they needed to put in a new cable. They couldn't tell me when. I then phoned them to be told it would be 3 weeks later.
3 - today is that 3 weeks later. They still have not fixed it and have rescheduled what they called a repull to 2 weeks from today!
4 - They tell me if I cancel now that I am I am subject to early disconnection charges!
Total scam, avoid like the plague. Run and dont look back.
- Location
-
- Location
- Ewell
- Reviewing
- Virgin Media
- Date
- 2021-07-19
- Comments
-
Shocking customer service and if you want to add a service to your cantract thats fine but if you want to remove something ie a box or a sky channel then you have to cancel everything and start a new 18/24 month contract. The reason being is that it is a package, but the same package that you can add to without renewing your ontract ???? a contract package is a contract or not a contract, just a con trick to try and make you stay.
The broadband does not cover all rooms even though I had the top XL BB package.
- Location
-
- Location
- Bishop's Stortford
- Reviewing
- Virgin Media
- Date
- 2021-07-19
- Comments
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Appalling. Called to say I was leaving on a specific date and was cut off early. Every time I contacted customer services, I was misdirected and / or cut off. The complaints procedure is a joke and a thoroughly unpleasant experience all round. I will certainly not be returning, nor would I encourage anyone else to sign up with VM.
- Location
-
- Location
- Scotland
- Reviewing
- Virgin Media
- Date
- 2021-07-18
- Comments
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Failed to apply the £75 discount for new customers, made to feel it was my fault. They take no responsibility for their incompetence. Broadband disconnects my devices almost on a daily basis.
- Location
-
- Location
- Nelson
- Reviewing
- Virgin Media
- Date
- 2021-07-16
- Comments
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Intermittent connection. Iv fallen behind on my uniwork, kids xant do online work, no more movie nights with friends and family. Just been so miserable because of it. When i ring they do a check and fix the problem to only go back to square one after one hour. I would NEVER recommend virgin to anyone and definetly not worth the money
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-14
- Comments
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Terrible service, waste your time for hours on customer service. Don't believe them if they claim to have a special offer, they'll increase the price massively and then don't understand the concept of a contract.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-13
- Comments
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Horrible broadband for two months. We were suffering from disconnections every 5 minutes. In return for more than ten support calls, I got only false promises. And incompetent personnel who are just reading the script and only know how to pinhole reset the router. I got new broadband but still battling for contract cancellation without a cancellation fee. Feels like a scam.
- Location
-
- Location
- Londob
- Reviewing
- Virgin Media
- Date
- 2021-07-12
- Comments
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Installation to new home booked weeks in advance but rescheduled on the day to 3 weeks later without any reason or compensation. Nice but pretty useless customer service representatives.
Really disappointed as I had been with them for 15 years. Looking elsewhere now so should you
- Location
-
- Location
- Barnet
- Reviewing
- Virgin Media
- Date
- 2021-07-12
- Comments
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Where to begin? (Clue - dont even think about signing up. Move on, find a different provider). The below letter, should give you an idea of our nightmare. (Despite my complaint being logged they threatened us with court action if we didnt pay the withheld £167 cancelation fee. Not wanting a bad credit reference we gave in to their bullying tactics to be free of them and peace of mind. Deplorable treatment of "customers".
Account no: xxxxxxxx
Regarding the above account number at the address of xxxxxx Road, EN5 xxx.
From your letter dated 12 Feb I see that we have been charged £167.92 cancelation fee.
Let me explain why we will not be paying this.
The service provided by Virgin Media has been not fit for purpose. We both work from home. Both of us found that our laptops kept disconnecting from the wifi, our Teams and Zoom calls kept dropping. This was embarrassing and unacceptable, not to mention we both lost work we had spent a lot of time on.
We called many times, to lodge complaints and try and get Virgin to do something about it. However, after listening to answering machine messages and dreadful muzak for hours we were usually cut off, or, if someone did answer, then they said they would put us through to someone else, and then we were cut off! As you can imagine, having an internet service that keeps cutting you off is one thing, but when the service provider keeps cutting you off as well, when you try and speak to them, well, that’s the final straw.
So over many months we probably spent a small fortune on phone calls, and got through only once I believe to lodge a complaint. We had an engineer round who did nothing else than apologise but the service did not improve, although once I did manage to remain on a video call for almost 25 minutes before I was disconnected.
Very frustrating, when the service you pay for doesn’t work and the service provider is not available to listen to your issues. So nothing changed. In the end, both myself and my wife, bought, at our own expense, data packages for both our mobile phones, and used these to connect our laptops to in order to be able to work from home.
So as you can see, the service provided by Virgin, such that it was, was not fit for the purpose that we intended it for. Secondly, we had little ability to make contact with the service provider to raise the issue. When we did manage to get through, nothing was done. We have had to pay a second service provider to provide the service that we were already paying Virgin to provide.
I believe we were in fact miss-sold this broadband service by Virgin as the quality was clearly not good enough for daily use and its intended purpose.
Therefore, we will not be paying your cancellation fee, and are considering notifying trading standards to recover further costs we have paid to Virgin for a service that we were miss-sold, that was not usable as intended and that Virgin did nothing to remedy. We are now with BT and have no issues at all. Moreover, when we call them, someone actually answers the phone.
Regards,
Lukas Tatek.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-12
- Comments
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Terrible customer service. OK until something goes wrong and you're left waiting on a call or online chat for hours with no resolution. In my experience their advice is contradictory as i was told one thing and then after being on a call for over 2 hours was told something completely different. Completely unhelpful and a huge waste of time. Submitting a complaint about begin kept waiting for hours at a time also gets you nowhere as their only resolution they offer is that internal feedback will be provided. Infuriating is an understatement. Avoid at all costs!
- Location
-
- Location
- Potters Bar
- Reviewing
- Virgin Media
- Date
- 2021-07-11
- Comments
-
Home move from one existing location of six years booked to move to another existing Virgin media address. However Virgin cancelled the old contract firstly saying ‘take the router with you’ and plug and play in second day at new property. No service after two days called (1 hour to get through to customer service), was told no longer a customer have to resign new credit check etc for new property. Eventually Virgin admitted they made ‘ a mistake’ and cancelled the moving in order without informing the customer!!! Then told I was not able to be sent a new router as needed an engineer to install ( even though existing virgin media properly) and wait time is TWO WEEKS!!!!
Told virgin home moving fee and last months rental being refunded by cheque so far after two weeks nothing received I assume they sent it to the old address which they know we left as they cancelled the service.
Since the merger with O2 Virgin has totally lost its way no customer service mistakes no one to take responsibility for anything, unlimited wait times when calling.
I can sincerely say I can no longer get recommend virgin media and would advise readers to look to the other providers for TV and Broadband.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
-
The worst internet provider. Very slow at times and occasionally no internet at all. Very, very poor connectivity to few rooms only. Cannot get anybody on phone to complain.
- Location
-
- Location
- Sw
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
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There should be an opposite of stars for this company.
All the profits spent sending the stupid muppet into space!
Broadband is useless if you need a stable connection WFH. Drops out constantly, losing connection if on a remote network.
Customer service is a joke. Impossible to speak to an actual person
Off to BT
- Location
-
- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Comments
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The customer service at Virgin media has been the worst experience of my entire life. They give you false promises and never deliver! I was moving home and called the 1 month in advance to tell them if I can take my Virgin media to my new home. Here the caller gave me the first bit of false home and told me they will send out a spotter who will contact me in 5 days to tell me if they can supply Virgin media in that area or not. The caller also confidently said that I can take my Virgin media with me and therefore I shouldn't sort out another internet provider. 2 weeks go by and I haven't heard anything so I call back. Here I get the second bit of false hope as they firstly acknowledge that the spotter still has not come out so they told me they will send another one out and should be contacted in 5 days. It has now been a 6 weeks with no contact since my initial call and I am left without internet at my new property.
Now, another beautiful problem with Virgin media is there cancellation fee. I want to take Virgin media with me but after speaking to them on the phone they tell me I cannot get Virgin media at my place. Clearly this is due to their spotters not contacting anyone. Nevertheless, to know fault of my own, I want to take my services to my new location however they are the ones failing to provide the services. But guess what? I am the one who has to pay £162 in cancellation fees! Whoopee for me. So I don't get any internet at my new accommodation with 6 weeks notice to them and get a hefty fee along with it as they are unable to provide me service. All the meanwhile I have spoken to 6 different callers all with zero empathy. One caller also even left me on hold for 30 minutes before disconnectinh me and never to hear back from again. The £160 loss is heavy for me as I am a student. However, the thousands they will lose from me as a future customer and my friends and familys is a bigger loss to them. If you can avoid it, do not get Virgin media. They will let you down.
I will never recommend this company to anyone for the rest of my life. Happy to be free of them.
- Location
-
- Location
- Peterborough
- Reviewing
- Virgin Media
- Date
- 2021-07-09
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-08
- Comments
-
Never Again
Today I cancelled my contract and opted to pay the cancellation fee due to the absolutely awful WiFi connection. This, only after about 3 months with Virgin Media. Speeds have been as low as 1.00 mbps download with 0.03 mbps upload anywhere in the house except in the room in which the media box is located (just retested and 5.51 mbps download and 0.07 mbps upload). This, the advisors at Virgin Media (Virgin) say, is what Virgin are contracted to provide and are therefore fulfilling their part of the contract. The only guarantee Virgin provide for full speed, in my case 108 mbps download and 10 mbps upload, is if a device is connected using a ethernet cable. How archaic is this? No apologies provided by the advisors to whom I spoke, just a reiteration of the fact the contract is being met and a suggestion to purchase a booster for each room. Yes, boosters would have been cheaper than cancellation, but on principle the situation is unacceptable and not fair treatment for the customer.
I did not have guaranteed WiFi in each room with my previous provider BT, in fact I only had download speeds of 14 mpbs, but yet I was able to comfortably attend virtual meetings, stream Netflix, YouTube and other services with limited interruption. If Virgin's speeds were comparable to what I was getting from BT, I would have been frustrated but sucked it up. How anywhere near 1.00 mbps could be acceptable however and brushed off with a suggestion to pay an additional monthly charge for boosters is just unfathomable.
How is this company regulated? How do they get away with treating customers in this way? It's easy to explain contractual terms but surely this must be measured against providing the best service possible to customers. Unfortunately, nothing about this service has been good.
I never write a review but this is one I will shout from the mountain top to anyone who will listen. Stay FAR AWAY from Virgin Media unless you are willing to accept the full implications of their terms. Hopefully this review will help you to understand those in simple terms
- Location
-
- Location
- East Midlands
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
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Everyone always only leaves negative reviews, which makes it hard to actually get an accurate representation. I’ve been with virgin media for 11 years and I have never had any issues with them. Occasionally (maybe twice a year), the WiFi may blip for a minute or two but nothing can ever be perfect all the time, especially with technology.
Their customer service staff are always lovely and they always manage to get me a good deal each time my contract ends.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
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Move to Virgin as they would install fibre as no 'tap' outside my house due to council cock up. The planning of the install was crap as the promised dates, didn't turn up with no notice, appologies etc. Then do the job unanounced. The guy who did the internal install was good. He called virgin to say that I wanted phone no. transferred but it didn't happen. Numerous calls to previous supplier and Virgin and the issue was that Virgin had made mistakes and not contacted previous supplier...me having to pay both suppliers ..Virgin payed some compensation but no confidenece in thaem...not a good start. I am now not getting the speed I signed up for..but have you ever tried getting throght to them let alone getting a positive result? Absolute pile of crap...don't bother...I will be moving at end of contract.
rered
- Location
-
- Location
- Twickenham
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
-
Broadband reliablity and speeds have significantly deteriorated over two week period to the point that I'm considering exiting the contract. I should be receiving averaging 108Mbps but using the the OFCOM independent speed checker I'm getting 12 - 14 Mbps. Customer service is helpful as it is insightful. When I was put through to technical assistance it turned out to be a BOT running through a standard checklist. Eventually I was told there was outage (depsite their own service status tool telling me there was no problem) when clearly there was. It will a week to resolve the outage.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-07
- Comments
-
Absolute worst customer service and network reliability. Regular outages and regular heavy packet loss which their network check says is fine. If there was any other provider who could give more than 20Mb I'd move in a heartbeat.
- Location
-
- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2021-07-06
- Comments
-
Terrible customer service that is impossible to speak to and lies to you constantly. Been hung up on and given so many false promises in the last year it’s ridiculous. TV Go app also hasnt worked for over a year and there are countless large threads on their community boards about it. Do not use them if you intend to have multi room or device services that work for more than a few weeks.
Once you are out of the new customer contract it is very difficult to get any kind or a decent deal and you will be charged a massive amount.
I would never recommend Virgin to anyone and urge you not to be tempted by their broadband speeds.. I was and massively regret it.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-06
- Comments
-
Cannot advise against Virgin Media enough. Poor speeds and wifi coverage from the router aside, if you're forced to move house within your 18 month contract and they can't supply your new property, which is likely as they only have 50% coverage in the UK, they will charge £240 for "cancellation fee". Not sure how this legal this is, but it certainly is immoral. Have a quick goggle both BBC and The Guardian have reported on the corrupt charges. Their support is terrible or non existent, if you do get through to customer services, they are likely to hang up on you. I live in small 1 bed flat in London and I still needed a booster to get full coverage, which I had to pay £3 a month for the privilege and still wasn't enough but I was too fatigued by their terrible customer service to try and rectify any further.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-05
- Comments
-
Honestly unbelievably bad.
Literally left a hole in my wall during the installation, which created a mould problem. Phoned them and spoke to dozens of customer service reps over a one year period trying to get this sorted. I was constantly promised that they would send someone round to fix it and also compensate me, neither of which ever happened despite my follow ups.
When the mould got so bad that I literally had to move out (of a home I'd lived in for nearly 4 years), and I explained this to the customer service rep, she suggested that I recommend virgin to a friend and get £50 credit?!?!?!?
Shout out to Lauren in the 'I'm moving house' team who was super lovely and competent!
- Location
-
- Location
- BASILDON
- Reviewing
- Virgin Media
- Date
- 2021-07-05
- Comments
-
Switching from Talk Talk to Virgin was the biggest mistake I made in 2021. I have been hot spotting for months with the standard reason for outage being Planned work.
Given that we work from home, you would think Virgin would prioritise reliability.
I think customers should be released from their contracts if they are unable to utilise the service they pay for!!!
Very Very Poor!!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2021-07-03
- Comments
-
shame that i couldn't leave 0 stars. I had the worst customer service experience ever!!!!!!!!
I would like to share my expirience, I signed a contract with them for a broadband and everything was goimg fine until I had to move out. I informed them I moved house and I asked to have an appointment with an engineer to install the existing broadband in my new house. this in late may 2021. today is 3/7 and noone ever came to do the installation. I kept receiving text msgs saying "your installation has been rescheduled to xx/xx/xxxx between xpm-xpm we are sorry about that if you'd like to know more reply CHAT. During these 3 months I have asked several times to cancel my contract as I wanted to have wifi at home and sign in with another company however I have always been told that I wasn't speaking with the right department, every time i have been transferred and wasted 40-50 minutes just to been asked over and over again personal details, passwords etc. I've been told my account was not existing or that wasn't possible to cancel the copntract or again that the contract has just been cancelled , none of these infos were true so one day I asked please cancel my contract and please send me a confirmation email. the agent texted me back you will receive mail within 24 hrs. thank you for your time and patient. have a nice day. the email I received was DEAR CUSTOMER YOUR INSTALLATION IS ON THE XX/XX/XXXX . that day, no engineer came to install anything. I called for the last time saying that i requested to close the account that I've been told I will receive a confirmation email, I receive a different email instead with the date and time of a possible installation and nobody came. I will upload all the conversations I had with the agents during these months. and also I had to ask advice to a lawyer. this is just incredible.
- Location
-
- Location
- Somewhere
- Reviewing
- Virgin Media
- Date
- 2021-07-01
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-07-01
- Comments
-
Reconsider before going with virgin. Their broadband has loads of issues. You will get disconnections very frequently, router is really bad with loads of bags. And every time you call support they will start playing the tape of "please factory reset your router". Pathetic ISP
- Location
-
- Location
- WINCHESTER
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
-
Major issues with email no resolved for the time being by the community rather than VM. Customer service/help is appalling with 5 phone calls cut off after 10 minutes with no understanding of the issues let alone a fix. Unfortunately I cannot get aerial TV so I am stock with these cowboys.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
-
I am waiting for broadband installations for 2 months, they rescheduled twice for a later date, because of external engineers who never came but virgin has no influence over them.
Call centre is not solving problems at all.
And complaints ignore my emails.
- Location
-
- Location
- Romsey
- Reviewing
- Virgin Media
- Date
- 2021-06-30
- Comments
-
Virgin routers have poor range. They get superfast broadband to your house, so that ticks the contract, but you can't walk 4 meters away. After an eternity talking to bots in their customer service maze, I realised the solution was to upgrade your account by £5 a month to get additional wifi boosters. They sell you crap routers knowing the solution is to upgrade your hardware for an extra cost. Never using again.
- 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.