4,691 Customer Reviews over 118 pages
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- Location
- BASILDON
- Reviewing
- Virgin Media
- Date
- 2021-07-05
- Comments
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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
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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
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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
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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
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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
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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
-
- Location
- Hounslow
- Reviewing
- Virgin Media
- Date
- 2021-06-29
- Comments
-
Poor customer service.
Clamity of issues during installation. In the end had to cancel and was best thing I did. Actually worked out cheaper and faster to go with three on a 5g hub.
- Agreed no installation date would not be set until I am ready
- Continuous text messages asking for external installation date to be set and confirm. I ignored these sms as per instructions of sales rep
- Installation date set without my approval
- Continuous call to set a new date for 14/6/21
- Installation date still goes ahead much earlier than agreed date. Not even given a pre confirmation text
- Spoken to customer service rep. She claims she will look into status of external installation. Strange call she does not place me on hold and disappears
- Spoke to second customer service rep who claim he will try get status of external installation
- spoke to third person customer service later in day who now informs me external installation is set on daily basis. There is no guarantee installation will complete. This is news to me and wasted my whole time as need internet urgently for people working from home. if i knew this new info that a daily installation request was required with no guarantee date then I would have gone to another provider.
- I request on call to escalate and speak to a supervisor, instead get forwarded to a new department (billing and accounts). She does not raise my complaint and find out after painful 10min of call that she is not a supervisor despite her claiming she was
28/6/21
- Bombarded with many text message claiming engineer will come round tomorrow. Also threatening if i am not at home i will be charged
- Voicemail calls from PreInstall team regarding engineer visit.
Both the above is example of how unorganised Virgin Media are as the engineer can not round anyway because Virgin Media have no clue about the status of external installation
- I had enough so call customer service team today to cancel. They tell me they can't even cancel my account so I get forwarded to pre install team. After a long delay on hold they hang up after asking for my details. 30min wasted.
- New call with customer services. He agreed he would speak to pre-install team to ensure my query is answered. However the customer rep just forwards me and disappears.
- forwarded to Ken from pre install team. long call. struggles to understand complaint and keeps giving a new pointless internal installation date (17days in future). Fails to understand that any installation date is pointless and due to external installation problems. He can no understand that setting any installation date is pointless
- Location
-
- Location
- Isleworth
- Reviewing
- Virgin Media
- Date
- 2021-06-29
- Comments
-
Don't get this if you're working from home, Microsoft teams calls keep dropping out.
Advertised M100 speed 100 down / 10 Mbps up. Intermittently getting 0.08 Mbps uplink.
Rang, they don't guarantee uplink speeds. They won't send anyone out. Locked in a contract for another 8 months.
- Location
-
- Location
- Ballymena
- Reviewing
- Virgin Media
- Date
- 2021-06-27
- Comments
-
I have now spent 15 mins downloading reviews I am 5 feet from the hub this happens every day for some time and then starts up fibre all the way is a joke I had bt before which is part copper and the service was better I think virgin is overloaded time for them to spend more money on upgrading
- Location
-
- Location
- Walsall
- Reviewing
- Virgin Media
- Date
- 2021-06-26
- Comments
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Having suffered countless broken broadband connections, sometimes 20 times or more a day, this useless company refuse to accept its their fault or the fault exsist at all. Having contacted them more than i care to remember i recently decided to ask for a cheaper deal seeing as they have repeatedly upped the price for their rubbish service and they refused. Now sat here with a speed test and im connected by ethernet cable im getting 5 to 10mb when im paying them for over a 100mb. Absolutely disgusted by this money grabbing company.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2021-06-26
- Comments
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Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition.
He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor.
For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up.
I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't.
I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage.
No call.
I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago.
No call.
I was then **PROMISED** a call back 'by the end of the week, this week.
No call.
I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly.
Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues.
I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails.
Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.
- Location
-
- Location
- Somewhere
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
-
Very bad internet, have been getting hit offline by a group of hackers for ages and they can't do anything about it, General Bad Internet Connection, Closes randomly.
- Location
-
- Location
- Canvey Island
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
-
Total nightmare !
I don't know where to start. I was with Virgin for many years. I felt I had no choice as I need fast speeds for work. But I've finally had enough. They have been a huge pain from day one. The rudest, nastiest, and most aggressive staff you will ever see. Massive bill increases, service outages, equipment breakdowns, we have had it all.
When I had finally had enough and canceled I had the worst customer experience of my life. I was passed around a number of operators who took turns in bullying, insulting, and finally threatening me.
It's unbelievable this company is still in business at all.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
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Reach the customer service is hard and the quality of the service is terrible. the tchat online requests to wait several minutes between every message... It took me 3 days to cancel my subscription.... On the phoneI had to be transfered to 3 different persons and wait several minutes between each.
Expensive service.
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
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signed up with them 2 days ago and after reading reviews decided to cancel. been on the phone 3 times now and its not been done.
customer service is appalling
save time and don't sign up to them
- Location
-
- Location
- Herne Hill
- Reviewing
- Virgin Media
- Date
- 2021-06-25
- Comments
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Increasingly hopeless and unreliable. My husband and I can no longer rely on the service (we both work from home), and have had to purchase hotspots and use our phones to connect. There is clearly a network issue in the area (confirmed by neighbourhood posts) which Virgin fails repeatedly to recognise and address. We are now looking to move to EE, BT or Sky.
- Location
-
- Location
- London W3
- Reviewing
- Virgin Media
- Date
- 2021-06-24
- Comments
-
When I signed up with Virgin Media last December, I was very hopeful of an improved service – both in terms of customer service and improved physical broadband and at a reasonable cost.
I have to say my experience has been the opposite – overall it has been very poor.
Virgin Media were very keen to sign me up but did not tell me that if I moved house I would be liable for exit fees due to my contract being ended early. So I was hit with a £200 exit fee which after I vigorously complained they reduced by £50. Still in my view a very underhanded and not a transparent customer service.
The people who were buying our house went for Virgin so there was no monetary loss to the company.
I would have stayed with Virgin at my new address but they do not provide a supply there.
So beware of exit fees – especially if you are planning to move!
In terms of physical service, whilst we did get some improved speed the Hub supplied was absolutely useless for WiFi coverage around the house. We had to invest in Router to boost the signal.
And we regularly suffered outages (loss of service) for some hours at any one time. No notice, no apologies no compensation.
- Location
-
- Location
- Brighton innit
- Reviewing
- Virgin Media
- Date
- 2021-06-22
- Comments
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Greedy. Disconnection fee is £240 . Costumer service is the worst especially if you want to leave.
Every year the prices almost double. Greedy greedy unprofessional rude costumer service . The worst AVOID 0 star
- Location
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- Location
- Balham
- Reviewing
- Virgin Media
- Date
- 2021-06-22
- Comments
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No complains about the broadband itself, however customer service is non-existent. Have been trying to cancel my broadband for over a week now but the relevant team just does not pick up. Have spent almost 2 hours cumulatively listening to their hold music. Surely Virgin can enable cancellation services online given that they refuse to hire enough call centre staff.
- Location
-
- Location
- England
- Reviewing
- Virgin Media
- Date
- 2021-06-21
- Comments
-
Atrocious company I've had so many different types of issues with them, too many to list, do not use Virgin media please save your money and sanity
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2021-06-21
- Comments
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Instead of 500 mb/s they provide speed 290 kb/s so now instead of playing Xbox I can spend more time with my family and enjoy reading books.
If you are hipster and enjoy retro stuff this modem speed may be for you!
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2021-06-21
- Comments
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I am so annoyed, I understand that sometime internet can go down, but my god it takes about 20 minutes for the internet to come back on if you have to turn ur box off and on again! Not ideal if you are working from home and have a lot of meetings. It’s embarrassing and unreliable!! It takes TOO long to turn on and actually work!
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-06-19
- Comments
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Been with Virgin before and ha no problems. Moved in January and since they I had no WIFI. No matter how many times I contacted them nothing was resolved. Not to mention that you loose half a day with them.
Today, one representative agreed that I have no WIFI services and told me he will send WiFi pod free of charge. Later I received my invoice increased. I will not accept them when they come.
I called again to ask and, because I’ve been waiting for so long for them to fix I recorded everything . When the lady representative answer she was adamant that the phone call will be finish as she does not give consent.
I think that Virgie media is a joke. Obviously management does not have a clue of what is happening in their company and middle ma agent seems that doesn’t care.
I already took this personal and started the necessary steps to resolve my issue with them. However, I would like to advise people as I would have liked to be , not to go ahead with this provider. It will be a loss of money and gained stress.
The internet is full of negative comments about them and I wish I had a brain and search before agreeing a contract with them.
In addition, they are asking me for 240£ if I want to end the contract with them, even thought I did not benefit fully from their services.
I don’t want you to be convinced of what I am writing here. I want you to read people’s reviews regarding their services and then you will be 100% convinced.
Thank you !
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-19
- Location
-
- Location
- South Croydon
- Reviewing
- Virgin Media
- Date
- 2021-06-19
- Comments
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What can I say, Virgin support think it's perfectly fine for a whole area to be down for four days. It's fast when it works, it's just the slowest when it doesn't, which is often. Worst customer experience ever, and cost me to get rid of it. Will never go back. Try working from home when your broadband is down for four days. Just plain BAD. Avoid.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-18
- Comments
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Virgin media will work (sometimes). When the connection isn't up and down when you're trying to work from home you can potentially get good internet speeds. The main issue is if you want to move home; if Virgin Media do not want to provide services to the home you're moving to, they will charge you hundreds of pounds in "early termination fees". Currently questioning the legality of this. Be aware, awful customer service, and vile business practices. Tell Richard Branson to pay his taxes.
- Location
-
- Location
- Witney
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Location
-
- Location
- South Shields
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Comments
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I have been a long term customer with Virgin Media and recently I renewed my contract on the understanding that I was moving and that they provided the service to my new home. I had issues prior with customer service and contracts but it was the fastest broadband I could get.
It turns out after telling me they did, they didn't and they had made no note of anything Id mentioned on the account. Naturally I have disputed this and have been chasing to have the call listened to I have been promised call backs by certain points twice and haven't received them after spending a long time on the phone both times. Multiple people have been into my account and despite asking about listening to the call every time they have made no notes on the account.
They are trying to charge me an exit fee because they don't supply when they said they did and are doing nothing but covering up what I raise. Seems like its a systematic thing rather than an individual thing as well.
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2021-06-17
- Comments
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Hmm,where do i start....
Moved into a new house and called virgin media to get the internet,that was on 24 january 2021.
they schedule my installation on 9 feb.
On 10 feb received a message to reschedule to 26 feb.i called them every week since then and the answer was always the same : we will call you back when we have any news.BUT THEY NEVER CALL YOU BACK.
They offered me 25£ for every time they missed the appointments,got around 175£ there.
Because i was working from home i lost my job at the end of march because the company had to let me go as i was unable to do the work without internet.
In may 2021 they rescheduled 3 times the installation until june 4th.
On 17 june they call me (finnally) to let me know it will take more time to get the installation.I said NO and they cancelled the account and everything without even say sorry for the incovenience and no compensation given.
Their departments DO NOT COMMUNICATE between them.
The Customer Service is AWFUL.
PLEASE READ THIS AND DO NOT GO AND TRY TO GET THE SERVICE FROM THEM
- Location
-
- Location
- BASILDON
- Reviewing
- Virgin Media
- Date
- 2021-06-16
- Comments
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I pay around £50 for 350mbps for their service and it is greatly disappointing. I only get wifi in one room where the hub is placed. I have called customer service many times to complain and they have not resolved the issue and all they have been asking me to is pay more money.
- Location
-
- Location
- Earls Court, London
- Reviewing
- Virgin Media
- Date
- 2021-06-16
- Comments
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The internet cuts out multiple times per day, every single day. We've told Virgin about it, but they have no clue how to fix it. They've tried resetting the line a bunch of times, but that's about it. Customer Service is shocking. I suspect the reason the connection drops out regularly is that they are undertaking work to upgrade the local cables. Virgin could at the very least notify its customers this is happening, but they choose not to. Thankfully we'll be getting rid of them very soon.
- Location
-
- Location
- Matcham
- Reviewing
- Virgin Media
- Date
- 2021-06-16
- Comments
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Awful company whenever something goes wrong. No accountability to deal with your issue and then close down complaints without contacting you to follow up on them. I have been lied to by their agents on multiple occasions, such as blaming covid restrictions for being unable to perform an engineer visit (absolute nonsense when they are still installing new lines) and agents recording my complaint with a fake contact number which prevents a manager from calling me. If I could give 0 stars for customer service I would.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-06-15
- Comments
-
- Internet only works in the room in which the box is (we don't live in a big flat)
- If we connect more than 3 laptops, connection starts slowing down and crashing regularly
- We called several times to request a box change or any other type of way to improve the situation, but nothing changed
- When calling to cancel, the person on the phone was aggressive and not helpful
- Location
-
- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2021-06-15
- Comments
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We been virgin media for many years but day by day their services getting rubbish .our business phone is not working for more than 2 months and I have called them more than 10 time and each time I'm calling someone answering from India or here and they telling me 3 standard words which are ( 1.we are very sorry , 2.we apologies. 3.sorry for the inconvenience) . Today I was in the call from 10.30am till 14:08 and each one them is passing to other one fault was informed more than 2 months ago and they still dont have a clue what I'm talking about. More than 2 months not services but the direct debit is going and we losing our customers and our business. Please to any one is reading this don't go for virgin media it will be the biggest mistake of your life .
- Location
-
- Location
- Bedford
- Reviewing
- Virgin Media
- Date
- 2021-06-15
- Comments
-
Utter gits. They so messed up transfer from Sky that I permanently lost my landline number, and never had a working landline. Their support helpline is absolutely grim. More thanan hour wait each time and the line is dropped about a third of the time. AND YOU CAN ONLY CANEL USING THAT LINE! You can' teven WRITE A LETTER TO TO THEM TO CANCEL. So I eventually cancelled. They would not allow it and persued me with relentless debt collectors. I took them to arbitration and they lied there too, but I still won. I left them the year before becuase they was monsters. They learrned nothing except that, hin the UK, delivering good service is simply not cost effective - there's no incentive to do it, and the law is quiet on the matter. MORALLY BANKRUPT.
- Location
-
- Location
- Galley
- Reviewing
- Virgin Media
- Date
- 2021-06-14
- Comments
-
I have been a virgin customer for many years and in the past have been very happy with the service however since my latest contact it has been appalling- the customer service is shocking and if you need to call be prepared to be passed around and waste hours of your time without anything being resolved and that is even if you can get thru. I signed up for 200mbps and I can only get this in the room where the router is - virtually nothing upstairs when it has always been fine before - I was sent a booster which you have to pay extra for when this service is not fit for purpose and other providers give these free. I wanted my access point moving and they refused to do this due to ‘covid’ but when asked they confirmed they had no problem doing this for new customers. Despite not resolving my issues they have no problem calling me in a weekly basis trying to sell me more products when I have asked them not to - this is a breach of my marketing preferences. I also spent hours raising a complaint via webchat only to receive an email the following day saying the complaint had been closed. This company has gone downhill big time in the last 12 months.
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2021-06-13
- Comments
-
Virgin is terrible. It's down very often. Virgin has no customer service to speak off. I will never sign up for Virgin again.
- Location
-
- Location
- Erith
- Reviewing
- Virgin Media
- Date
- 2021-06-12
- Comments
-
Reliability is poor, a nightmare
Reliability is poor. Speed is intermittent and no where near advertised, I have the 100mbps package and only receive 20-40% of the speed I pay for. Wi-FI absolutely unreliable, it drops every 30 mins or so The customer service is atrocious. You sit on hold forever.
They trick you into longer contracts and then make it really hard to cancel.
- Location
-
- Location
- Erith
- Reviewing
- Virgin Media
- Date
- 2021-06-12
- Comments
-
I have the 100mbps package and only receive 20-40% of the speed I pay for.Reliability is poor. Speed was intermittent and no where near advertised
- 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.