4,684 Customer Reviews over 118 pages
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-01-28
- Comments
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I've never had so many problems
I thought sky was unreliable but virgin are a disgrace
1. the Internet and tv drop out at any moment but when phoned I'm given a recorded message about updating services
2. The bill fluctuates but when I questioned it I was told by some stroppy little gimp it's because of the calls I make but keep in mind I don't make calls it's primarily for incoming apart from phoning virgin to question what they are doing.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-26
- Comments
-
Experienced three outages in December alone and that was when I was home to know. More last night and still nothing this morning. Definitely switching once decide to what. They cannot be relied on and can never even explain what the issue is.
- Location
-
- Location
- kent
- Reviewing
- Virgin Media
- Date
- 2016-01-26
- Comments
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When I signed it was agreed no installation fee (and it is written on the contract) I get charged 2 months and an instalation fee on first bill, no help when it was set up and get a letter after 1 month saying the fees are going up by £3.50 per month. When I called they simply said I can leave don't worry about cancelation fee, really awful service and product having worked for virgin companies know this isn't the ethos of Virgin at all but stay clear of Virgin media!
- Location
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- Location
- Leighton Buzzard/Luton
- Reviewing
- Virgin Media
- Date
- 2016-01-25
- Comments
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UK£50 off your invoice for referring a friend? :(
Rather poor service and reps lack information to the customer's advantage?
I recommended a friend to take on Virgin Media Broadband + Phone. I tried to get information on the site, but had certain problems with my various requirements for the friend.
To my surprise a Virgin rep turned up when I was at their house and signed up the contract. Actually when I told him I recommended the person, he never mentioned about the UK£50 credit to my Virgin Media Account.
Tried nearly two days to get any sensible reply to my many telephone request about the scheme and could not find a department that could help me with the inquiry, not to mention the repeatedly times I had to go through all the data clearance when I got transferred.
Eventually getting through to a person who told me straight forward.
TOUGH LUCK, UNLESS YOU ORDER VIA THE WEB (ON LINE ONLY) NO WAY OF GETTING THE UK£50.00p CREDIT TO YOUR ACCOUNT.
THANKS VIRGIN....... Considering I have been using Virgin (Mobile) since 1997 and then the Broadband when NTL was taken over. NOT A HAPPY CUSTOMER ANYMORE.
- Location
-
- Location
- North London
- Reviewing
- Virgin Media
- Date
- 2016-01-25
- Comments
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We're on a service that's advertised as 160Mbit, and we reliably get ~150. Solid, no arguments from me. We've been with Virgin for about 10 years now; reliability has been decent, average of less than one significant (>1hr) incident per year, plus the odd few minor hiccups. Not had any customer service issues with changing services / moving home; tech support has been a bit iffy but got there in the end.
- Location
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- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-01-24
- Comments
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Virgin sent us a letter saying that the cost would go up. When we phoned to say we were leaving them they said that they only wanted us to phone them so the price could go down. Someone is not being honest. This may well be a criminal offence under section 2 of the Fraud Act 2006, although I have no confidence in the authorities doing their job. Have moved to Plusnet and the signal strength is better, despite it coming down the phone wires.
- Location
-
- Location
- Beckenham
- Reviewing
- Virgin Media
- Date
- 2016-01-23
- Comments
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I have waited 9 weeks for service connection and keep being promised one thing then another, but no promise is ever fulfilled. Waited 6 weeks for virgin to pull a cable from the ground in order to connect my service but even though they have had 6 weeks to do this, the technician who finally looked at the cable today reported that the cable needed pulling.. I was told this 6 weeks ago but clearly this communications company need longer to communicate a simple message to themselves. I'm now left hanging again, without phone, tv or broadband. How much longer will they take to sort out such a simple issue?
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-22
- Comments
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We changed to Virgin TV & broadband bundle 6 weeks ago. The Internet has been very slow from the start, we have been complaining for weeks before they sent an engineer who was unable to resolve the problem. He promised that his supervisor would visit the next day but no one turned up. I called their customer service and was promised a call back from a supervisor within an hour, no one called, ever. A series of empty promises and incompetence throughout the Virgin Media business. With the recent Virgin price increase, everyone can choose to leave which is highly recommended - switch to a better supplier!
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2016-01-22
- Comments
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As a new customer I am very unhappy with my experience of Virgin Media; the offer given over the telephone by a Virgin representative was totally fictitious - I was offered a six month contract, but when paperwork came through the contract was for 18 months! The monthly fee was also higher than that promised. When I tried to cancel I was told that the contract had been activated, although I had not phoned to confirm (as instructed) or signed any paperwork. I have now been told that I'll have to wait 7 more days to cancel which brings me right up to the legal dead-line for cancelling - very suspicious!
- Location
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- Location
- Clapham
- Reviewing
- Virgin Media
- Date
- 2016-01-18
- Comments
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Virgin media pricing behaviour is unethical. Customer services are obviously trained to provide misleading information to customers. To obtain fair deals, you have to constantly haggle them, which is tiresome.
The quality of the broadband varies. We had very slow for months. This is why we obtained full details of our billings.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-18
- Comments
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I don't know how other suppliers in UK are, but I've lived in 2 different locations that had Virgin Media broadband and my God they are bad. I've never experienced packet losses like these in my entire life. A simple game played online has 300 ms lag. It's like playing with China not with Europe. Worst internet I've ever had and if I didn't have to stay half a year more on it I'd moved to any other provider. Terrible, disgusting level of performance, if you can even call it that.
- Location
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- Location
- wolverhampton
- Reviewing
- Virgin Media
- Date
- 2016-01-18
- Comments
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virgin media service in the worst i have ever dealt with for 4 months i have had limited channels due to a corroding wire apparently but now its a another problem which they need council permission to fix?? but still take full £100 a month out my account no problem, work men have came to my house and asked me why they are three which is a joke and have slated there own employer about how terrible the company is, i cannot say strongly enough if your thinking of joining virgin DONT you will regret it
- Location
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- Location
- Lancashire
- Reviewing
- Virgin Media
- Date
- 2016-01-15
- Comments
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I have just had my free upgrade to SuperFibre 70 and it is terrible, it was bad enough before but it now drops out after about 5 minutes requiring a repair with the router, sometimes I have to restart the router too, the customer support is so bad that when I finally managed to speak to someone I had been on hold so long that my hand set battery died and needed recharging, if you had a zero star rating i would have used it as 1 star is too good for this service.
- Location
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- Location
- England
- Reviewing
- Virgin Media
- Date
- 2016-01-15
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-01-15
- Location
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- Location
- London SE13
- Reviewing
- Virgin Media
- Date
- 2016-01-14
- Comments
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This is an update to a review I gave last week as I have needless to say had no resolution but thought it useful for potential London SE users to be aware of what they might sign up for. So I finally got a response today 14th Jan after telling them I would cancel. To be fair the supervisor who I won't name was helpful to the extent she could be. (On 12th Jan I was down to 3mb for a supposed superfast service after an engineer came around earlier in the same day and said there was no problem during the day but he couldn't vouch for the evening). I asked for my complaint to be sent to me. That was refused. My complaint was escalated to networks who admitted my service was v slow (now 7mb instead of 150mb) but inside their level escalation level where they re-cable. So I asked the network engineer was he saying he would do nothing even though he could see my speeds were 7mb for a purported 150mb service and he apologised but said there was nothing he could do. So we are going to cancel the lot and we have wasted time and money and as others have said some of the support people are a disgrace although some do try. London SE13, avoid Virgin at all costs. They have been totally disingenuous and save the last contacts totally unhelpful and lacking in basic knowledge. For those of you who can be bothered here is the complaints address:
Virgin Media
Complaints Dept.
Matrix Court
Llansamlet
Swansea SA7 9BB
- Location
-
- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2016-01-14
- Comments
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The broadband service itself is fair to good but the customer service is shocking and when a sales advisor tells you a price is fixed it is a bare faced lie. They can raise your bill by whatever price they seem fit at any point they like because it says they can in the ts and cs therfore once your stuck in a contract you have no choice but to pay (as it was for me) a near £10 increase over 6 months
- Location
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- Location
- Bedfordshire
- Reviewing
- Virgin Media
- Date
- 2016-01-14
- Comments
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Reliability is absolutely shocking... the broadband is off at least as much it is on. Customer Service make the right noises but the problems aren't solved.
Have cancelled the contract a week after it started - what a waste of time.
- Location
-
- Location
- Debden
- Reviewing
- Virgin Media
- Date
- 2016-01-13
- Comments
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Normal connection (fairly fast download but not so stable). The problem is when you have some issue: customer care is useless, they are super slow on coming back to you and it looks like they are pretty unable to solve technical problems.
On top of that they have oversold so the network is pretty stuck and overcrowded (it means that is pretty unusable during the evening and the week end).
- Location
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- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-01-13
- Comments
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Technical issue with my box, have been waiting since the 26th December, still not fixed, no supervisor or manager available, no email address or department available to file a complaint, staff really need much more training and are also not helpful enough to assist customers. It is very disappointing when the one time you do need help, no one is there to assist.
- Location
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- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Unstable connection, Tried to phone up and telling them that the connection keeps randomly going off, They lie to me and try say its fine but its unstable sometimes, I do give them that i got £25 off my bill because i didnt have any connection for sometime when i first joined, Worst experience when i first joined ever, Treated me like crap, Rubbish customer service!, When its working the speed is really good but Broadband reliability is awful!
Would not recommend Virgin Media if you are new to them like i was!
- Location
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- Location
- Orpington
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Impossible to talk to anyone at virgin. Have had problem for a week with broadband speed and have informed them by their idiotic phone system. Their recorded messages give your false information and nothing gets resolved. The frustration is not worth it.
- Location
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- Location
- Ealing London
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Disgusting service from Virgin Media.
From the 1st day I have had nothing but issues with them. They failed to inform me that there was no phone line in the area at the time of taking out the contract therefore had to charge me the Installation fee for the broadband, long story short they are still making incorrect charges to my account as they cannot get their act together.
The extra charges however are the least of my worries, having been mis-sold the 50mb broadband package they are not failing to meet their end of the contract, the most signal I am getting now is 0.25mb!!
Called them numerous times only to be told I need to purchase a signal booster off them to get a reasonable speed.
Needless to say I was not happy with this solution. Several calls later they informed me that the sales rep should have stated that there was a line issue in the area prior to taking out a contract with them.
They assured me they were applying to the council for new lines to be installed early last year, called again before xmas to be told its being delayed till later summer 2016. 10 months of my contract paying for 0.25mbps of so called broadband!
Please please avoid using them at all costs.
They are more than happy to make a sale but much less so to help resolve any issues. If anything they blame the consumer.
Will be looking to make a complaint to the regulatory bodies.
- Location
-
- Location
- Warfield
- Reviewing
- Virgin Media
- Date
- 2016-01-11
- Location
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- Location
- Brighton
- Reviewing
- Virgin Media
- Date
- 2016-01-10
- Comments
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Abysmal. Supposed to be getting 200mb/s down and when you do a speed test it can hit 150-170 but try just using the web and it's like 1997 dial up speeds. It's a stitch up on par with VW - rig the tests so you look good and screw everyone the rest of the time. AVOID AT ALL COSTS. I'll be counting down the days now until my 18 months is up and I can go back to Plus Net - they know how to treat their customers.
- Location
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- Location
- Rotherham
- Reviewing
- Virgin Media
- Date
- 2016-01-09
- Comments
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I used to be with Sky and was bombarded with adverts that Virgin media has better speed! Lies, lies, lies.
I was connected to Virginia Media after ditching Sky without changing address. I immediately noticed that it was slower than Sky. I rang Virgin media technical department and they told me it will be slow for the first few hours. Since then it has been getting worse than the day I joined them. Virgin connection used to be slow during the afternoon hours. It is slower 24 hours a day. I do not know how worse it will get. I got connected for educational purpose and my lessons regularly get interrupted many times
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-01-08
- Comments
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This broadband just keeps on breaking - for days at a time, and very often. You can't leave!! £250 to leave a crappy rubbish unreliable service. And to fix it, take a day off work! I never had this trouble with TalkTalk. Awful.
- Location
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- Location
- Limerick
- Reviewing
- Virgin Media
- Date
- 2016-01-08
- Comments
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Virgin Media are a rip off. Been a customer for over a year andd there are no deals for existing customers. The price only goes up. Switching to Sky as they offer is much better, more services for a better price. Since UPC switched to Virgin Media I coulndn't wait for my contract to be up to switch to other provider. Very unhappy as existing cuustomers are not being looked after and the prices are a rip off.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-01-06
- Comments
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After starting brightly when I first had them, Virgin Media have dropped off a cliff.
They always had appalling customer service, but while the speed was good that was not so much of a problem.
Now the speed is poor, it's hard to contact them and when you do you get a person in a call centre in India who although trying their best has no idea how to help you half the time (apart from stuff like "let's restart the router" - as someone working in technology who has a very good development team in India I know this is nothing to do with the people in India but their training must be terrible.
I have finally pulled the plug after 4 years as they really are appalling now - I get ~10MBps but I'm paying for their XXL which should give me up to 200MBps. That is just a fantasy which they never come close to.
Richard Branson should be ashamed to have his brand name with this load of muppets.
- Location
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- Location
- Falkirk
- Reviewing
- Virgin Media
- Date
- 2016-01-06
- Comments
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The broadband they provide is excellent, but their attitude towards customers and way of doing business is a disgrace.
They admitted to me on the phone that prices will increase every 12 months. They have an absolute cheek to offer 18 month contracts.
They treat customers with utter contempt and justify their behaviour by saying Sky/BT etc all do the same.
Not good enough.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-01-06
- Comments
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Broadband very poor used to be with sky and was told was faster which was false. Every couple of months payment went up against agreed payment plan and no extra services provided so not sure what pavement was. Wanted to cancel and was lied to when we signed up to pay more. Currently fighting situation and customer very poor, really troubled and stressed family situation not happy at all and when sorted would never agree contract again.
- Location
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- Location
- London SE13
- Reviewing
- Virgin Media
- Date
- 2016-01-05
- Comments
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Supposed superfast broadband is a joke. We have called them 4 times in the last 4 weeks due to broadband issues. Customer service is generally sympathetic but sometimes clueless, one rep told me to change my wireless channels to improve my ethernet speed. We are supposed to receive 100mb. Joke. If you connect via RJ45 it regularly dips below 30mb or lower, you complain and it goes back up for a day or two then disappears. We have had 'faults' in our area as mentioned over a 4 week period all with different diagnoses, twice an engineer was promised and twice they didn't show as a 'general fault' had been experienced in the SE13 area. We use them for broadband, cable TV and mobile phones and are going to cancel the lot as the service is so bad. If you live in SE13 area AVOID Virgin at all costs.
- Location
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- Location
- andover
- Reviewing
- Virgin Media
- Date
- 2016-01-05
- Comments
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Recent upgrade forced upon on us.Broadband very slow.Catch up tv intermittant AND VERY SLOW TO USE.Customer service in 2015 shocking at times and prices going up.We were even charged for a film rental which we did not even purchase
- Location
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- Location
- Hayes
- Reviewing
- Virgin Media
- Date
- 2016-01-01
- Comments
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I was paying 50 pounds per month for virgin phone line and internet,I was made homeless and had nowhere to live with 6 months left on my package they refused to stop contract wouldn't stop charging me I had no money and was homeless I was not using the service or living at the address.i had to take loans to pay for this ruined my credit rating customer service was very poor I was being overcharged by virgin I was with them more then a year new customers were getting better deals there broadband speed is all lies u don't get what u pay for.ok at the same address where the virgin media was installed has now got sky much better company and willing to help you not looking to milk you like virgin media the sky deal at the same address is 208 pounds a year with a 100 pounds m&s cash back not even the fastest broadband but is still faster then virgin media with sky 108 pounds for the year with Virgin 600 pounds.the sky broadband is faster then virgin at the same address and around 500 pounds cheaper better overall satisfaction.virgin media just want to get as much money out of you loyalty means nothing every new customer gets a better deal then you now they just keep sending junk mail to me every week about just for me exclusive offers which is more lies because every non Virginia media receives so it's not exclusive very poor company I would never use any virgin again they are a ruthless company I will run into a brick wall with there customer services
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-12-31
- Comments
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Expected Virgin Media to increase the price by 10% every year. Customer service are unable to resolve any matters, currently waiting 3 years for them to connect a telephone line or refund the payments made for one. Broadband needs to be reset every month otherwise it grounds to a halt, I would suggest this company is going the way as stamps i.e. less people sending stamps and the need to offset this by increasing the price.
- Location
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- Location
- Ipswich
- Reviewing
- Virgin Media
- Date
- 2015-12-31
- Comments
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I'm utterly fed up with virgin media, after cancelling my contract with them back in September I received a letter from them threatening to involve debt collectors and to effect my credit rating for a bill of £51.24 which was PAID on cancellation of the contract. This letter was received in DECEMBER. Months after cancellation. I checked my bank statements and this was confirmed to have gone through a few days after my call with them. The advisor I spoke to on the phone also confirmed to me that no more payments will be needed and that this was confirmed as cancelled. When I rang up today they stated this was not cancelled! This is ridiculous, they make it extremely impossible to cancel a contract and rob you of money. I have thus refused to pay and am waiting for confirmation this is cancelled. Another problem, the account name is different because when the contract was placed it was in store in the ipswich store. We were advised that the contract in a different name to the bill payer was FINE, this is making further delays for cancelling this stupid contract. I have now had to bother my friend numerous times asking for them to accept a call from virgin or to call virgin to cancel this officially. I am then told this time that there is some sort of "probation order" on cancelling an order and that I will receive a call back. It clearly seems that virgin cannot follow their own terms and conditions. Save yourselves the hassle do not bother with this company.
- Location
-
- Location
- Rochester, Kent
- Reviewing
- Virgin Media
- Date
- 2015-12-28
- Comments
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Decided to remain with Virgin as was best deal with home phone. However, broadband speeds only a tiny fraction of advertised speed. Reliability is dire with signal dropping out every couple of days and router requiring reboot at least weekly. Virgin service sounds good, but in reality, service is poor and unreliable.
- Location
-
- Location
- essex
- Reviewing
- Virgin Media
- Date
- 2015-12-24
- Comments
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Virgin Media offer the fastest internet on the market,
but has a very poor service that is always cutting of.
I have had numerous engineers checking the connection with so many times no one even turning up.
Rethink before you change and even if they offer you discounts etc to stay i would not accept as i have learnt my lesson and hope to stop it happening to anyone else.
Virgin you give a terrible service stop promising what you can't deliver!!
- Location
-
- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2015-12-23
- Comments
-
Virgin Media has to be the most unreliable company I have ever seen. Ordered their broadband only on their website and selected 16 December for Installation but they came back with 24 December which i accepted. On 23 on December, they phoned us to tell us that they are delaying the installation by 6 weeks!!!
I thought TalkTalk bad but Virgin has set a new benchmark for being the WORST.
Cancelled the order and would never ever go back to them.
- Location
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- Location
- stoke-on-trent
- Reviewing
- Virgin Media
- Date
- 2015-12-22
- Comments
-
Another new and unhappy customer.
Joined because they offered a fantastic deal much cheaper than Sky and with faster broadband. The deal got worse as you added all the things that Sky included and the broadband speed was nowhere near the advertised 200mbs
After much messing about I have got the broadband upto about 100mps (where it limited by the modems) but only if you are with about 10 feet of the box move to the end of the room or upstairs and the speed drops off drastically. The wifi range of the box is rubbish and it still drops connection occasionally.
Oh and then they put the bill up by an inflation busting 4% deep joy!
- 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.