4,684 Customer Reviews over 118 pages
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- Location
- Preston
- Reviewing
- Virgin Media
- Date
- 2022-10-31
- Comments
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Would be zero if I could put it. Absolute worst service provider I have ever dealt with. Had it installed and the 20th September and have not had one week of straight service. Had a whole month of no TV service. My partner has had to miss multiple days of work due to no internet and working from home and it is putting his job at risk, not to mention the financial hit we've had to take for him not getting paid as he is not able to work. I would stay very clear because they have a different issue and excuse every week and 6 weeks in still have an outage every week that takes at least 24 hours for them to sort and 24 hours is on a good day. Absolute horrendous experience.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-10-31
- Comments
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My contract was coming to an end, and Virgin wanted to increase my price to £38.25 per month. After searching, I found more competitive prices. I called Virgin Media to ask if there was anything that they could do with the price, and they went away and said, there was something they could do with the price........... increase it to £46 !!!!!!!!! Needless to say, I went elsewhere.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-10-31
- Comments
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If you need your broadband urgently, I warn you to stay away from this provider. Their customer service suck. When they want to sell their service, they are nice, friendly and promise a fast delivery. But you definitely WON’T get the service at the scheduled time. They are not RELIABLE.
They have been delaying the set-up of my broadband service for two months and they postponed the appointments 4 times without informing me.
2 months ago, I moved to a new house and immediately called Virgin Media to set up my broadband (As I needed the internet connection urgently which is very critical for my job and
their Fiber Line was already available for the new house and they just needed to send their technicians to set up the service)
And they have rescheduled the appointment 4 times so fa. Hence after two months I still don’t have access to the internet. Last month when they rescheduled the set-upt time for the third time, I was so frustrated and called them more than 10 times to get a proper explanation and nobody gave me one but they apologized and promised to set it up today. However, I noticed they postponed the set-up to the next month again (this is the fourth time) and even they haven’t bothered to contact me and inform me.
Such a shame. Poor service, poor customer support, and poor technical support.
There are better providers and I hardly recommend you to subscribe for another broadband service.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-10-30
- Comments
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So when we first signed up to virgin your delivery company Yodl we’re absolutely useless and we kept failing to deliver. We couldn’t contact them directly and repeated calls to Virgin Customer service proved futile in resolving the matter. This heavily affected our work from home commitments and caused much stress. Eventually I changed the address and we finally received the hub 2-3 weeks late. Then we had a complaint in august and were credited a one-off resolution credit of £24 that was never applied. Then I used their customer services three times to resolve it to no avail. 2 phone calls also proved futile. Then I told the customer service agent I will cancel my direct debit as the credit we had been promised (which they said they would send) would cover our last bill. The credit, of course, never arrived.
Then we received a late payment charge which is just beyond frustrating and the audacity is unbelievable.
Then I tried to cancel the contract and they point blank kept refusing,
Ignoring me and offering me different tariffs.
I have never experienced such horrific customer services from any company ever.
Avoid at all costs
Update 30.10.22 - : Virgin Media have now cut us off, despite in our last conversation saying they will resolve the matter and I will receive email confirmation of the resolution. Of course, no email came.
If you're looking for a broadband provider, I implore you, do not choose Virgin Media. You will regret it
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2022-10-29
- Comments
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DO NOT BE FOOLED BY Virgin Media . I have been a loyal customer for years yet they fail to do what they say. I am still awaiting a manager to call me back 3 weeks later nothing! Spoken to a million advisors yet nothing has been resolved! I was promised i would pay £44 yet being charged £72! What a bloody joke! Just scammers thats what these guys are! Unprofessionals who just want ur money!
- Location
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- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2022-10-28
- Comments
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If you value your own time and sanity you will avoid virgin at all costs. I cannot begin to explain the awful experience that I have had with them... The customer service is the worst I have seen. Something as simple as cancelling my services because I moved house ended up with a default on my credit score and lost me the sale of a property. That is a very simple overview of what happened, but I have wasted 6 months of my life trying to sort something so simple and you just get passed from team to team, because apparently none of them are the "Right team" to cancel a service.
AVOID
They have yet again threatened me with charges and are holding me to ransom because they haven't collected their kit... which has been arranged 4 times.
- Location
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- Location
- Chichester
- Reviewing
- Virgin Media
- Date
- 2022-10-28
- Comments
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My personal advice is to stay away from Virgin at all costs. The customer service is so appalling and will drive you to despair. Trust me as well, you will need to call them at some point.
We were due to move home as our contract was running out, so I spoke with Virgin, and they were very kind to offer me a temporary 3-month extension on my Wi-Fi. I rang yesterday to now cancel my contract as I am within the 60 days of the end, and they are denying that 3 months exists, and I would have to pay for 18 months. This despite it clearly showing on my records. They are claiming that I was promised it, but it is not legitimate.
Irony is I am not surprised.
If you wish to keep your sanity stay away from this company.
- Location
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- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2022-10-25
- Comments
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Not even worth 1 star to be honest. I’m a new customer (1month in) and I’ve been without a phone line, broadband or tv for three days now. Incredibly difficult to get through to a customer service operative and when you finally do, you are fobbed off and/or cut off. The worst customer service experience I’ve ever had. Problem is still not resolved. Do not sign up to Virgin Media, it’s a total waste of money and time. I’ve had BT, Sky and TalkTalk in the past and they were all far superior. Really regret signing a contract with Virgin.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Location
-
- Location
- Smith
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Comments
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Vey bad company!! Please stay away from them! Today is another day i cannot work from home because they couldnt sort it out their broadband issue inmy area since July!!! 4 months! They have also rubbish customer service. Paying £65 per month and cannot get any service from them!
- Location
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- Location
- London Stoke Newington
- Reviewing
- Virgin Media
- Date
- 2022-10-24
- Comments
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Worst customer service ever. Often unreliable broad band. I’m regretting switching from another provider and now I’m tied into a contract. Do better Virgin Media!!!!
- Location
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- Location
- Rossendale
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
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Virgin broadband or virgin media have to be one of the worst service providers in the UK.
Yeah they provide fast Internet but if it works less than half the time what the point?
Their customer service is even worse, you make a complaint and they don't contact you back and just close the complaint and mark it as resolved.
If a company is taking your money and not providing the service in return, surely this is a Scam?!
Go with anyone else, or just get two cups and a peice of string if you need something reliable.
- Location
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- Location
- Andover
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
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I rate the service 0. This is the worst customer service I have experienced. It was a simple issue that we needed resolving due to them taking wires out without our consent. Then they we have to wait 2 weeks for this to be rectified. We got placed on long holds or the advisor would be silent for minutes on end. Got passed to complaints to just be hung up on before speaking to anyone and constant service from everyone was appalling. Glad we ended up not going with this provider.
- Location
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- Location
- Southall
- Reviewing
- Virgin Media
- Date
- 2022-10-23
- Comments
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I signed up for broadband and TV in August. Already facing problems. No TV and broadband since Fri. My daughter have gcse and my other daughter works from home. When called they said it can be 30 days. When called customer services, they said nothing we can do. Except wait for engineer.i wish I had never signed up to virgin. I had never gone without Internet or TV with bt and sky. Big mistake and bog blunder. I wouldn't even give one star
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-10-21
- Comments
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Virgin Media has become dreadful and it's customer service is appalling.
- Location
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- Location
- N. Yorks
- Reviewing
- Virgin Media
- Date
- 2022-10-21
- Comments
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We secured a good deal with Virgin media for broadband in 2020. As soon as our contract ended (June 2022) they hiked our prices up by almost 100%.
I called to explain that it was unaffordable, I'd also been made redundant and financially we were struggling. The rep at Virgin was completely uninterested and offered a "take it or leave" amount that still resembled an 80% increase on our original tariff.
I therefore chose to switch service providers which we did, then called Virgin to cancel and they made it as difficult as humanly possible to do this - the women in the cancellations department actually argued that it was our fault for not being more proactive in reviewing our contract pricing. Another sign we had made the right choice by leaving.
I then received multiple calls each day over a week from Virgin sales reps offering prices better than our original package, must've been shy on sales targets but nowhere to be seen when I reached out... Obviously by this point we're already with a new provider so it wasn't possible.
They then issued an outstanding payment notice claiming we had to give 30 days notice to cancel and slapped a "late payment fee" on top of the value of the unjustifiably hiked tariff. Despite being out of contract.
This is the corporate equivalent of bullying - Virgin see us as consumers, not people. Numbers not individuals. The value of the outstanding amount means nothing to Virgin Media, but might mean something to an individual. Do they care? Absolutely not. They are only interested in your pockets so just be wary if you go with them. My advice would be not to following what's been a pretty inhumane and disgraceful experience. Judging by their score here, it's pretty consistent too.
Too busy building "rockets". What a joke.
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2022-10-20
- Comments
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Worst company I have ever deal with. I signed up to a contract which offer an introductory discount. After I had placed my order, virgin media did not honour the discount. I complained multiple times and these emails contained cut and paste responses, but nothing helpful. They said they were unable to find anything which confirmed the offer on their end and after sending them a copy of the contract they had sent to me, they ignored my emails. In addition, they repeatedly got my name wrong in the replies on webchat and some emails. I asked for a letter of deadlock which was ignored and I asked them to cancel my services which they also ignored. Luckily I have now managed to cancel my contract via a telephone call which was also unnecessarily complicated but I have learnt my lesson. Do not go with the cheapest company, they are cheap for a reason. It is worth it to pay a bit extra to get good customer service.
I am also in the process of complaining to CISAS as virgin media are knowingly falsely advertising their products.
- Location
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- Location
- cardiff
- Reviewing
- Virgin Media
- Date
- 2022-10-19
- Comments
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Terrible customer service.
- Location
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- Location
- Chesterfield
- Reviewing
- Virgin Media
- Date
- 2022-10-19
- Location
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- Location
- Wandsworth
- Reviewing
- Virgin Media
- Date
- 2022-10-18
- Comments
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Very bad customer service our broadband and phone service is off since last three days we are without internet and virgine media dont know how to fix it only false promises
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-10-17
- Comments
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Very stable.
Consistently fluctuate and consistently very bad. Luckily my contact ends in 2 months.
- Location
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- Location
- Kensington
- Reviewing
- Virgin Media
- Date
- 2022-10-16
- Comments
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Terrible experience. Since August I have had an unreliable connection, I work from home and have had to use my phone as a hot spot and pay for extra data. Virgin refuse to refund or discount because there is a connection sometimes.
Customer service lied to me and said they would not charge.
When there is a connection I now get 0.01mb up and down and it sometimes stays up for a few minutes. I used to get 100mb. Since August I have had high packet loss. Unusable.
- Location
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- Location
- EDINBURGH
- Reviewing
- Virgin Media
- Date
- 2022-10-13
- Comments
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Still in the process of cancelling. Taking over an hour. There's no way to cancel without talking to someone.
The service is unreliable, cutting out several times in the last year.
I also have concerns about their security. I use unique passwords generated by a password manager and twice the password I only use for Virgin Broadband has been compromised.
Their router also has suspect settings which had to be changed to allow SSH to work.
If you are a professional in IT working remotely I would stay as far away from Virgin as possible.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-10-11
- Comments
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Honestly not sure how to describe this broadband without many not permitted words but will try.
Customer service- don’t care and take 30 minutes to answer every call
Broadband - never near recommended speed and always intermittent
Other - big brown box on outside of the wall, great attraction for kids to come and kick apart, which happened several times
That’s the basics but in more detail, they once turned my internet off for 3 days, it wasn’t a fault, they turned it off and no one ever could explain why.
They setup the account in the wrong name, but wouldn’t change it as they would only speak to the account holder who didn’t exist, eventually someone saw sense and sorted it out but took 4 calls (again min 30 minute hold time each call).
Advertised speed 50-70GB, but regularly delivering under 5, customer service excuse was using a device on Wi-Fi. As a comparison I only have wifi connections now using EE and always get at least 70GB download speed.
They increased my bill from what was agreed, within the contract which again took another 30 min hold to sort with someone who again didn’t care and I had to provide proof of the original agreement.
I can honestly say I’ve never dealt with anything or any company this bad for anything ever.
- Location
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2022-10-10
- Comments
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The promised 100mbps is more in the range of 50 for most of the day, and is plagued by spikes of latency, which makes watching movies and playing online games unenjoyable
- Location
-
- Location
- camden
- Reviewing
- Virgin Media
- Date
- 2022-10-05
- Location
-
- Location
- croydon
- Reviewing
- Virgin Media
- Date
- 2022-10-04
- Comments
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Absolutely terrible support and unstable broadband. Support team have no idea how to fix the issue. I escalated the issue but no issue. I only received some customised template emails.
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2022-10-03
- Comments
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Cannot comment on Speed/TV/Phone as never even got to have it fitted, plus recent media reports have seen huge Virgin system failure reports all around the UK in past months.
The administration from requesting a contract to cancelling 5 days later was abismal, whilst the Indian/UK call centre staff were polite and tried to be helpful they appeared to be working with their hands and feet tied behind their backs.
Not one could/would confirm their stated remedial actions by email, contract overcharging, D/Debit mistakes, offhand pre visit cable fitters etc.etc.
3hrs of phone calls in 3 days to try and rectify clerical errors resulted in cancelling the contract before fitting due to pure frustration and lack of trust in this corporate company..
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-10-02
- Comments
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You will find it impossible to speak to a human being when you have a problem customer service is non existent got more chance of bumping into Elvis at the chip shop!!!!
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2022-09-29
- Comments
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2.5 weeks ago I called to rejoin with virgin media in my new address. I made a 18 month contract for broadband and I have been told I’ll receive my installation plug in box on Tuesday 20/09/2022.
I have been told that the property has been provided with fiber before so there will be all the available plugs to connect your broadband and start using your services.
A week after I get a call from one of the providers trying to offer me virgin media packages. After I informed the customer service that I already have an ongoing order place and that my box is late for delivery he informed me that there is no order under this name. I provided my account details and I sent my contract so he can check and he can verify that the account exist in the order is there. Eventually he found the order and he apologized as the person I spoke before forgot to do the credit check so the order never been through. I never got an email that the order is not been through or is cancel I just had a contract in my email saying that the delivery is going to be on that Tuesday. He informed me then that this order has to be canceled and a new order has to be placed so after providing all my details again a new your order was placed. They told me cause the offer I booked wasn’t available anymore and I should book a new deal which was 5 pounds extra monthly. I told him that didn’t want to continue so they offer me the package I had before. After the order was gone through I check the contract and they set the wrong delivery address after I specifically specified that I would like my box to be delivered to a different address. After calling again I managed to change the delivery address and I finally received the installation box. However the installation box doesn’t include the appropriate plugs to connect the broadband and the technician has to come to sort my broadband connection. I asked when can this happen and the only available slot for the technician is next week on Thursday 06/10 for which I have to take a day off from work so I can be home . I really cannot understand the whole process and how unprofessional and Company like this can be. I asked for the technician to be around this week but they told me that it has to be booked end it takes a week. I’ve been with Virgin media for a while now and I’ve never had such issues.
I really not appreciate all this trouble And stress I have to go through for just a broadband contract.
- Location
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- Location
- Clapham South
- Reviewing
- Virgin Media
- Date
- 2022-09-29
- Comments
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If there were zero stars I would give them, terrible service I am left without internet for hours every day and unable to do my job. No compensation is offered no matter how much complaining is logged with them. They do not care. They will take your money for a service they do not provide. I really wish terrible things for the people who run this company. They are scammers in my opinion. Never using them again and hope they go out of business
- Location
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- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2022-09-26
- Comments
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Had virgin broadband installed 21.09.2022. Realized that it's to slow for our needs. Keeps dropping out and slow if more than 4 people are streaming EG NETFLIX ect. Called the customer services today 26.09.2022 explained that we are a new customer and purchased the incorrect package and wanted to upgrade to the next package up M350. Looked online what the next package would be asked if we can be switched over as we have less 5 days into this contract bear in mind the 14-day cooling off period. They came back with double the price what they have advertised on their website and the reasoning is we are not new customers. Please explain the logic how are we not? Not even a week as customer. Took me over 3 hours on the phone to get through to the non-customer services agent that's what they should be called, and they could not careless that I am a new customer. No attempt to resolve my issue or understand service needed.
Spoke to two different agents who gave me two different prices for the same package.
If I could give them a zero-star review, I would. Think very carefully before signing up wish I had seen the reviews here before signing up.
- Location
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- Location
- TEDDINGTON
- Reviewing
- Virgin Media
- Date
- 2022-09-26
- Comments
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20 years loyalty repaid by the worst customer experience I've ever had!
They simply do not care about any customer once on board. Even complaints are just ignored!! As are emails to their CEO Luiz.
Solution - leave! And convince others to not join up in the first place. I for one will spread the word on every social media channel available. And every customer I convince to not join them as a customer, or leave if existing ones, is well worth my time spent doing this!!
They are an absolute joke!!
- Location
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- Location
- Hamilton
- Reviewing
- Virgin Media
- Date
- 2022-09-24
- Comments
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Connection is intermittent. Every night around 11pm the connection cuts in and out disturbing TV and any other devices being used . This is very frustrating considering the money we spend monthly for services. I will consider changing provider. Any time we make a call there never seems to be an issue . The last call I made to complain I was asked to call back as the employee had no network to operate her computer system. Says it all really .
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-09-23
- Comments
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Do not get Virgin media!!!!
My mum and I have been customers of virgin media for at least 10 years. Sadly my mum died last year which I informed virgin media of and they allowed me to continue paying the bill on her account. I got tired of paying this expensive bill and cancelled the account. They came to pick up their broadband box and said I would get a refund of what was owed to me in the next couple of weeks. I then received a cheque in my mum’s name. I called virgin media to ask them to put the cheque in my name as my mum has been dead for over a year and they tell me I need power of attorney. Unfortunately I couldn’t get this before my mum died, so someone named Ren in customer service says there’s nothing she can do.
How am I supposed to get power of attorney for a dead person! Virgin media have been perfectly happy taking my money for the last year even though they’ve known the account holder has been dead. All I’ve asked for is for the cheque to be made out to me and they’ve said they can’t do that.
How can I pay for an account, cancel an account, talk to customer service about an account but they can’t change the name on a cheque?
I also don’t understand why no one informed me to change the name on my mum’s account until after the account has been cancelled??
I’ve paid them over a grand in the last year and this is not how you treat a customer of over 10
Years. I know I’ve made the right decision leaving virgin media.
- Location
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- Location
- cambridge
- Reviewing
- Virgin Media
- Date
- 2022-09-23
- Comments
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Awful, almost non-existent customer service. It can take an average of an hour to get through to someone on the phone. They'd rather you go through an online forum or divert you to a 'chat bot.' The broadband itself is sketchy with regular major drops in connection and speed, which can affect your ability to work. They auto-renew your contract even if you ask them not to, then blame you for it. I'm so glad to be leaving them. Never again!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-09-23
- Comments
-
Changed contract amount without consent, overcharged (charging me double) terrible customer service, lied that they had actioned things and hung up when couldn't solve issues
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-09-21
- Comments
-
NEVER go with Virgin. Someone from their end, without my consent, canceled my contract when I first joined and signed me up to another contract at double the price!! I had to argue to get a reduction and then they kept charging me the double price. Customer service always assured me it was sorted, but it NEVER was
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-09-21
- Comments
-
Awful company. They owe me around 200-300 pounds for screwing me over twice. They cancelled my broadband installation date twice. On their website they claim to allow returns but when you call up you get a team based out in India and the phillipines who DO NOT CARE. They literally hang up on you when you try to make a complaint.
They might provide decent wifi but they are an awful company and the risk of them messing up your installation date is very high.
- Location
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- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2022-09-20
- Comments
-
It should be as easy to unsubscribe from a service as it is to sign up. Other than powerful brand bullies, who is against this?
I gladly signed up with Virgin Media for an eighteen month broadband contract in March 2021. The process was rapid, the price very competitive (until my deal ended, when it became absurdly UN-competitive, but I knew that going in) and the service good. When fibre broadband was installed in my area there was no way Virgin or any other traditional provider would be able to compete, so, playing along with the unnecessarily restrictive rules about their timing of cancellations (read the small print) I took an afternoon off to unsubscribe (thanks to feedback I was prepared). Cancelling requires a seemingly inescapable charade of aggressive renegotiation (just offer me your best price upfront please, we don't live in some medieval bazaar). I was then hassled for weeks with "better" offers at all hours of the day from a variety of different phone numbers, making it difficult to block. For reasons known only to Virgin, my service was cancelled four days before my contract ended and I was, ludicrously, billed a few pounds for an early disconnection charge. Because the company had proved so inconvenient to negotiate with regarding cancellation, I paid it, which is presumably their bad faith strategy. Then, I was almost immediately threatened with further billing despite returning my Virgin Media equipment within 24 hours of receiving their packaging (now resolved, but we'll see). I kept transcripts of exchanges, and am advising other existing customers to do the same, as the culture demonstrated suggests they are not to be trusted. I can't imagine what it would be like dealing with Virgin Media in case of bereavement or other personal crisis.
If anyone from Virgin ever reads this, please know: It is unlikely that making it extremely inconvenient to turn off the service is going to dissuade someone from doing it. It hurts a once respected brand, will demotivate your employees and destroys loyalty. It is short term-thinking and depressingly lazy.
But you do it anyway. Just look at the reviews amassing on Trustpilot.
When organizations get too big and too short-term focused to pay attention to the market, it’s a perfect moment for consumers to band together and give them a guardrail. If I can sign up with a few clicks, I should be able to withdraw my custom with a few clicks. I rent my London flat, so when I move I may not have fibre broadband as an option, and will likely require another provider. It won't be Virgin Media, and a once loyal customer will now repeat this complaint across any platforms that allow me to leave a review. Pity.
- 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.