4,684 Customer Reviews over 118 pages
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- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2016-03-12
- Comments
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Have had Virgin broadband in North London for 18 months now: several times a week broadband either collapses or slows down to an unacceptable speed that does not let me even read a newspaper comfortably. Whenever I complained I was always told that this is due to a temporary problem in the area, until I realised it was pointless to waste time with Virgin customer support and simply lived with it. I am happy to say that I can now change providers.
- Location
-
- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2016-03-11
- Comments
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This is the worst company I have ever been unfortunate enough to encounter.
There is no communication between departments and you often have to contact them repeatedly in order for them to fufil services paid for or promised in (often countless previous) conversations.
They do not adhere to original contract and appear to change your contract without permission and often at a great cost to customers. This company is ethically and morally bankrupt - avoid at all costs. I would have given no stars for overall service and customer service but there was no option for this.
- Location
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- Location
- Newbury
- Reviewing
- Virgin Media
- Date
- 2016-03-11
- Comments
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I thought I would update on the end of our "virgin media experience" - after 3 months and many calls to the customer service line to try to get any information on when they were actually going to install as per their contract (see previous review) I tried a more personal "experience", and wrote a letter directly to the CEO ( by name) and hand delivered to their Head office, copying in the BBC watchdog programme - I happen to drive almost past their office location on my way to work. Well surprise surprise I get a call WITHIN 24 hours with a personal complaint manager (after 3 months of promised but not received calls) saying that they are looking into my complaint, and a follow up within another 24 hours saying that, after investigation, they CANNOT connect me and are sorry but they will have to cancel the contract. Pathetic customer service ( why they accept a contract when they can't actually provide a service to your property from a network they installed in this day and age is beyond me ) but it does appear that bypassing their "preferred" complaints process, which is a black hole as so many reviewers have noted, and instead trying a personal letter to the CEO with appropriate public cc does at least get a response - anyone interested the details are all on their website, if you can ever get onto the internet just google them !
- Location
-
- Location
- Harrow
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
-
Very poor online chat service. Make a point about their phone service and did not have the manners to reply. Expensive and would not recommend. Worst online chat service I have used.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
-
Virgin media customer service is the worst one I have ever come across, the order team never reply or keep you posted with any updates, and Management is the same.
But their speed is great.they need to improve on giving better customer service.
- Location
-
- Location
- Blackburn
- Reviewing
- Virgin Media
- Date
- 2016-03-10
- Comments
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absolutely insulting customer service, they are trying to charge me for a months worth of internet i haven't had, i cancelled over a month ago and they sent me a bill of over £100. They said when i signed up that installation was free, they charged me £50. I'm currently charging them for every email i respond to. they actually swore at me down the phone. I had great speeds when i had it, just god forbid you have to deal with a issue with them.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-09
- Comments
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Total wast of my time.Even before installation. I had lost at lesat 16 hours of my time that is 4 missed appointments by virgin engineers all 4 occasions waited at least 4 hours each. Total rub***. I am not making 5th appointment and wasting my time.
- Location
-
- Location
- Merseyside
- Reviewing
- Virgin Media
- Date
- 2016-03-09
- Comments
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I have only been with virgin for the last 4 months but so far so good, never a drop in signal loss of tv signals or issues with the phone the only issue I have is with the remote to the box is horrible bad design but that's nothing
I have no idea why the others here have so much problems as I do not see the same issues here but as I said it's only been 4 months but 4 good months :)
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-08
- Comments
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The worst provider I have ever used.
Very low range.
Slow internet.
Charged me twice first month without letting me know they would.
When I called they said they wouldn't charge me the month after but still did.
Later on they said that it was that way and I should have paid attention to the welcome letter (which is not the contract)
They have the worst customer service out of all the UK providers.
If you don't want bad internet, theft, and lies, don't go with them !
- Location
-
- Location
- SW18
- Reviewing
- Virgin Media
- Date
- 2016-03-07
- Comments
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Just adding my review to the growing and shameful list of poor reviews.
I've been with Virgin for 4+ years, but steadily the speed has been decreasing. My "60Mb/s" service in reality is 3-4Mb/s in the evenings or weekends i.e. when you need it.
I've had months of phone calls and the response has been the same - it will be fixed "next month".
I'm tired of it - the issue being stuck between a rock and a hard place - Virgin 'super fast fibre' or BT copper ADSL.
What is disheartening is seeing Virgins false advertising about it's reliability or speeds when it is clearly no better that it's competitors.
It seems obvious that rather than limit the number of users signing up to Virgin in order to maintain quality of service, Virgin would rather stack them high, have churn and milk their customers for as long as possible.
What is appalling is that the only communication from Virgin is a recent letter advising our charges will be increasing.
Such a shame Virgin.
- Location
-
- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-03-06
- Comments
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Always having to reboot modem, intermittent broadband last 6month's.
Phoned as had no broadband, given a engineer call out in 4 days, yes that's right 4 days cancelling in the morning. Can hardly understand the people on the other end of the phone as it is not a UK call centre.
- Location
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- Location
- Stockport
- Reviewing
- Virgin Media
- Date
- 2016-03-05
- Comments
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I don't even know where to begin, this company is awful. We upgraded our wifi from 100mb to 150mb and this is where it begun. The day we changed the wifi for the next month we continuously called day after day asking them to sort it out as our Xbox console wouldn't work on the new router, everyday we was told a different option by someone new, wether it was new router, upgrading to 200mb, changing our 'lines' etc etc they even sent an engineer but absolutely nothing sorted it. Time went on and we kept calling and nothing was getting sorted so I made a complaint via email, I received a missed call so rang them back a day later to be told that 'the complaints team will contact you within 28 days and there's nothing I can do'. Till this day a month later nothing is sorted, we have paid a whole month for this awful wifi because virgin medias customer service is so terrible. If anyone from virgin ever reads this, sort your staff our, sort your service out and improve or close because you're a joke that's costing me money, I am sick to death of big companies like you costing customers a load of money yet do nothing to help us when we need it. I will be switching as soon as I have contacted my alternative.
- Location
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- Location
- essex
- Reviewing
- Virgin Media
- Date
- 2016-03-05
- Comments
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have been virgin customer for 4 years never recieved speed promised lots of drop outs poor tv service only admitted there was a problem when i left but cut me off 5 days earlier than agreed .rubbish customer services .all about money not customer service.
- Location
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- Location
- Wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-03-04
- Comments
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Completely trash, internet is supposed to be 100mb download and the house hold is getting 200kb download speed making it impossible to do anything. When you try to confront them with the problem they say "1 week fix", phone them 1 week later "2 week fix". We recently phoned them and no fix for 9 months. Think before you see the adverts.
- Location
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- Location
- West London
- Reviewing
- Virgin Media
- Date
- 2016-03-04
- Location
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- Location
- Ilkley
- Reviewing
- Virgin Media
- Date
- 2016-03-03
- Comments
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I left Virginmedia because of intern net problems which they finally admitted were due to capacity problems on their network in my area. Does this do them from trying to sell more in the problem area? Of course not, they now regularly mail me with offers to return to them even though I know they have not resolved their capacity problem. I would never trust this company again.
- Location
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- Location
- Norbury
- Reviewing
- Virgin Media
- Date
- 2016-03-03
- Comments
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Virgin claim to offer high speeds but for over two months now reliability has been poor. Complaints have fallen on deaf ears.
It is not 50MB it is only 200kbps and Virgin blame the Local Authorities for not letting them fix network utilisation issues
I have paid for 50MB but it appears somebody else is paying them more for my megabits and they are blowing me off
- Location
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- Location
- Harlow
- Reviewing
- Virgin Media
- Date
- 2016-03-02
- Comments
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Supposed to be 200MBps never is, buffers non-stop when trying to stream anything from internet.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-02
- Comments
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I live in West London and have been a customer for 10 years and they are dreadful. Reliability is very poor and every year or so they have a major issue that lasts months (sometines as long as 6-7 months)to get fixed. They always claim that is due to investment to improve speed but when they finally finish, you only get the new speed for a few months before another major work comes along. I am currently paying for 120 megas and only receiving 20. Avoid at all costs if in West London.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-03-02
- Comments
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I've been on the phone with virgin 5-6 times a month since December last year. I've had persistent disconnections once or twice every month. And each time I'm given misleading and wrong information. Then I have to follow up with more calls to get to the bottom of the problem and get someone to fix it. Of course I would have to wait for an engineer to come between 3 days later to even a week. A couple of months ago the engineer did not even show up and I had to call several times to find out where he was and what was going on.
I just had another disconnection last night. I called to report it and the guy said the problem was in the area and gave me a number to call to check the status. I called and naturally there were no problems in the area and I had to call again to re-report it and an engineer is booked for 3 days later, where of course there will be no connection till then.
I had to look for a rating service as they deserve zero praise and no customers. I will be leaving them when I move house soon. No other reason that I'm staying with that.
Avoid like the plague.
- Location
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- Location
- Newcastle Under Lyme
- Reviewing
- Virgin Media
- Date
- 2016-03-01
- Comments
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I have been with virgin for three and a half years on an internet only package for 30mbps fibre unlimited. Only leaving as I'm moving to a place where it's not available in the area (gutted).
In 3.5 years we have had three probelms
1.) The "super" hub provided is far from super. My other half had to set it to modem mode and use a second (better) router to produce a wifi signal that would span the distance of our one bed flat.
2.) We lost service for about 2 days due to a problem with the nearest green box. We received regular emails to let us know what was going on and I think we received a small discount without having to ask for it.
3.) I have had problems logging on to the website for some reason. Repeatedly said my password was incorrect when it wasn't.
Other than these three points the service has been consitant and fantastic. I am able to stream netflix while my fella plays games online with absolutely no issue. The download and upload speeds are rapid. The only time I have called customer services was today (to cancel) the entire call took about 5 minutes, so nothing I can complain about there.
Now I am faced with the arduous task of finding a decent DSL provider who will no doubt force me to pay line rental. Urgh.
- Location
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- Location
- Potters Bar
- Reviewing
- Virgin Media
- Date
- 2016-02-29
- Comments
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I have BB(fibre)/TV/phone/multi-room. TV can be broken at time on both TVs. So not very reliable. TV Anywhere very often cannot access programmes. If you are with Sky I would not move. I am stuck here for 9 more months.
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2016-02-29
- Comments
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I'm trying to review my package but have paid direct debit for 5 years and don't have my account number anymore or password. I cannot get passed these questions!I have never been sent an online bill as suggested. What happened to the 'pop-up customer service guide' that you could chat to? I know that I could call but I don't want to be co-erced into a new deal x
- Location
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- Location
- Dulwich
- Reviewing
- Virgin Media
- Date
- 2016-02-27
- Comments
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Virgin media broadband is appalling in my area. Sometimes I have trouble connecting. Lately, if I do get a connection it is extremely slow, the download speed being usually around 1.8mb which is pretty poor. On ringing customer services, I am told this won't be improved for up to 6 months. This is dreadful for London.I would not recommend this provider at the moment.
- Location
-
- Location
- S
- Reviewing
- Virgin Media
- Date
- 2016-02-27
- Comments
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Well Virgin Media took over UPC in Ireland. A good move UPC were the pits for customer service I was just about to leave but I stayed on thinking Virgin would bring in changes. I was right they did, they upped the price and have the same crappy service. I was so fed up with their customer service and tech reps I had to hang up I just could not take their inability to comprehend a simple fault report without taking up an hour of my time it should only have taken 5 mins and then book in an engineer but not with virgin media. What plonkers time to look elsewhere I think
- Location
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- Location
- Bedfordshire
- Reviewing
- Virgin Media
- Date
- 2016-02-26
- Comments
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I have been with Virgin media for three months and had nothing but issue. My phone has been blocked three times in one month despite me calling in every time to remove the block. I get told it is for my own protecting because my phone bills are high. Three times I have confirmed that the usage is verified and I can pay the bills and have been doing so yet they still bar it?
Despite me not being able to use my phone I am informed that I have to pay £250 to get out of my contract?
The service is terrible, the automated system is terrible and the customer services representatives when you finally get through are rude! I have never had these issues with Sky or BT, I have requested for my account to be canceled, I will not be recommending them and will make it known just how bad the service really is.
Oh and my phone is still blocked, lets hope there is no emergencies!
- Location
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- Location
- Kentish Town, London
- Reviewing
- Virgin Media
- Date
- 2016-02-24
- Comments
-
Paying £30 a month for broadband which only works 25% of the time. Get 10mb/s when it works, get 0.07g mb/s the rest of the time i.e. 75kb. So angry at how much of a rip off this is and can't do anything about it.
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2016-02-22
- Comments
-
Hi
I am quite surprised that VM don't have a higher rating. Every time we have had an issue VM have been brilliant. You see the quality of a company based on their ability to resolve problems. I had a problem and was about to leave VM - was really pleased the problem was resolved very well hence this review. Look at the speed offered by VM not one can match this - I know quality of service is more important and I must say on VM are good - could do better but in comparison I think are better then others my opinion
VM look to resolve a problem not get you to agree to make a payment for an engineer to visit. A company as large as VM will have things go wrong - from me experience they make every effort to resolve the problem. If they fail they don't hide behind the contract. Overall I would give them 5*
Well done VM keep up the good work
- Location
-
- Location
- Ipswich
- Reviewing
- Virgin Media
- Date
- 2016-02-21
- Comments
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After a variety of issues with other users we switched to Virgin as they seemed to offer the best on paper.However it seems that the culture of Virgin is brass necked claims with a fur coat no knickers approach.
This became apparent when further enquiries led to a cheesy customer care drone determined to talk about anything to get her commission. we asked was the wireless broadband faster than their competitors Yes she gushed when I suggested it was no faster than their competitors I was mistaken! It then dissolved into a situation where the young lady obviously thought sass and attitude were how to deal with people and her only idea customer service were a pub band? Two complaints later we were offered a reduction which we took as bt were so god awful and we were sick of them. They are so scripted they have no idea how to answer technical questions.
Avoid
- Location
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- Location
- Enfield, London
- Reviewing
- Virgin Media
- Date
- 2016-02-21
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2016-02-21
- Comments
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The broadband seems to be slow and to drop out sometimes
- Location
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- Location
- Nelson
- Reviewing
- Virgin Media
- Date
- 2016-02-21
- Comments
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You will see a review from us on 3 Feb when virgin failed to turn up, or contact us or return promised calls. Since then we spoke to them many times agreed to a new date of 18 Feb. We then told them again about the location of the house and we are set back from the road. They asked for car parking and we told them plenty of parking for 20 cars so ok for installation. They turned up on 18th and said oh you need a trench as you are set back for the road!!! So they went and promised to ring us. Of course that didn't happen as virgin just don't do return calls. After getting through to them they passed me through three people and promised a call from the instal manager within the hour--I forgot they don't bother returning calls so guess what -- no call. Three days later after calls to their customer service I get through. In the meantime my existing telephone line and broadband go dead. After a staggering incompetent series of suggestions from them they say to get sky, their competitor! ,to help by temporarily giving me cover. They also offer to knock £50 off my account to which I offer to pay double the monthly charges just to have a service-- that's too difficult for virgin. I now find out I have actually lost my phone number now and have to get a new number which sky are kindly going to organise. I have now totally given up to virgin and will certainly broadcast the pathetic service to all and sundry. We were also considering them for our business service but that will now never happen. Amazing that they are set on damaging their brand--just read the revues on this site.
- Location
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- Location
- West Wickham
- Reviewing
- Virgin Media
- Date
- 2016-02-20
- Location
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- Location
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2016-02-20
- Comments
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I was a Virgin Media customer for over 10 years, and to begin with everything was great. around 4 years ago at our previous address we began to have problems with the broadband connection, it became intermittent and extremely slow (around 1mb/s instead of 100mb/s). After contacting their customer support team they advised me that this was due to an overiutilisation problem in the area and that it was scheduled for work to be completed within 6months, so i bit the bullet, they reimbursed me the cost of the broadband from my bill and then i just waited, and waited and waited... Finally after 12months of waiting I moved house (the problem still hadnt been fixed). So moving house, new area... no overutilisation problem... WRONG! Again, the same problem, so again.. im waiting, and waiting and waiting... I felt angry... id been sold a service at my new address that VM couldn't deliver on! I'd been tied into a contract to which VM could not deliver, after lenghty conversations with their customer retention team they finally agreed to release me from this contract that they were unable to provide me with the services i was paying for! So i bit the bullet and switched to EE Fibre broadband, I couldnt believe the diference in speed.. ive read reviews on EE and most are poor and i believe relate to the ADSL connnections. Let me tell you from first hand experience their packages are a good and fair price and the service they delivered has been second to none. Im more than happy and as long as the service continues i would have no reason to leave. I will NEVER use Virgin Media again. Lie after lie with them to keep you onboard, and when they cant even provide the service youre paying for they dont want to let you out of the contract? Is this even legal? I was always under the impression that if they are unable to provide the services through their fault... which it was, then they have to release you from your contract? They didnt want to! Terrible service, terrible company! If your over utilised then stop selling the services until you can manage the numbers you already have!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-19
- Comments
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Reliability is abysmal. Service regularly and without warning goes down for hours. I run a business from home and am £100s out of pocket because I've been unable to get online for hours (and in two cases in the last six month, entire days) at a time. Don't use them!!!
- Location
-
- Location
- Oldham
- Reviewing
- Virgin Media
- Date
- 2016-02-19
- Comments
-
We're do I start? Bad customer service largely due to off shore call centre. Broadband has gone downhill since November last year with there basic 50mb connection you get 1-4meg at peak times, anything between 5pm and midnight. So if your thinking of virgin media be very wary of these 100-200 meg claims ! Buyer beware!
- Location
-
- Location
- newbury
- Reviewing
- Virgin Media
- Date
- 2016-02-19
- Comments
-
I would love to be able to review for speed and reliability but as I am 3 months into my contract and they STILL cannot tell me when they will actually come and install the system I just can't. I have never seen such an impenetrable customer service system that means you call them and nothing ever comes out, but complaints are "closed" as we did sort of "talk" to you! I think they now have 4 complaints on the system from me as each time the CS rep opens a new one, but nothing comes back out- I feel sorry for the staff on the phone as they have to experience our frustration while unable to put us through to anyone who might possibly have to do anything - no wonder their code of practice web page says they prefer to deal with complaints by phone !!! I am now writing to the Swansea office as part of their complaints procedure and also to their CEO as the Head office I drive past on the way to work, I will deliver by hand at walking pace - still faster than their service !
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-02-19
- Comments
-
I would never use broadband service again or anything to do with Virgin!
For 18 months I though that I had broadband but some how piggybacked onto someone's wifi. Then to be told by their engineer that I was only on their broadband for 6 months. Every month they knew how to take my money out of my account. But hey no refund when I wrote a letter of complaint and they refused. I let that go. Now, I want another chip for a second phone. They sent me the wrong size chip and as pay as you go. Not contract as agreed. I was told the correct chip will come by courier between 8am-9pm and guess what? No one came. I called them today and they said the order wasn't booked. I'm done with them.
- Location
-
- Location
- Surrey
- Reviewing
- Virgin Media
- Date
- 2016-02-18
- Comments
-
Constantly having to call virgin media to sort out our internet and tv! Bills constantly rising even though we have problems with the Internet at least once a month!
- Location
-
- Location
- Reed
- Reviewing
- Virgin Media
- Date
- 2016-02-18
- Comments
-
There is nothing wrong with the broadband but the customer service from Virgin Media is appalling, one of the worst I have ever had the misfortune of having to deal with. Their staff gave me false information, they were totally dishonest, all to make sure I had a final extra bill from them when I ended my contract. I will never enter into another contract with Virgin Media again. Worse than Talk Talk and I didn't think anything could be worse than that. Avoid Avoid Avoid I would give Virgin Media -5 out of 5 if I could.
- 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.