4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-06-18
- Location
-
- Location
- SW LONDON
- Reviewing
- Virgin Media
- Date
- 2018-04-06
- Comments
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This company used to be very good but the last few years the service had been appalling. Very poor broadband speeds, constantly cutting out, customer service very poor and extremely rude. I cannot wait for my contract to end, will never have anything to do with them again.
- Location
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- Location
- Stanley, Co Durham
- Reviewing
- Virgin Media
- Date
- 2024-03-24
- Comments
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I agreed in January to start in April but they wanted to start service in February and had an installation date of 24th Feb. So I cancelled immediately wrote to webservices, and rang customer services it was acknowldeged and so they did not turn up on the 24th Feb. I thought that was the end of it, but I was on holiday in March and webcam picked up workmen installng Virgin box to my property on the 12th March, without my knowledge or agreement atall. Infact I rang the police as I did not know it was Virgin at first. They confirmed on the phone that I had cancelled, and I wrote a formal letter of complaint as the Police stated it was trespass and 'criminal damage' to my property as they had drilled in to my brickwork. I have never redeived the Hub pack, router or anything else so no service, but today O2 rang me saying they wanted to give me a SIM to start my broadband service with Virgin and he insisted I was with them now. I told him that no permission had been given no notification at all to install equipment on my property was given to me and that I considered this to be ongoing aerial trespass and was seeking damages now. I asked him to feed that back. They are impossible to contact, leave you ages on the phone and pass you to other departments where you get cut off. Absolutely terrible I shall never recommend this company now.
- Location
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- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2019-05-11
- Comments
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Try cancelling a phone contract. Cancelled in Feb 19 as phone is broke.Virgin continue to Bill.send complaint that phone is no longer in existence including number and they say they have addressed complaint.WHen advised I had received no response to my complaint they said they tried to phone but the phone was not working !!!! the very mobile I was complaining about.
Come on Richard sort your customer service out.Again cancelled today May 2019 trying to rip me off for a further three months contract.I DON'T think so.Terrible way to run a business. Won't be using any of this company's products ever again.
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2022-03-25
- Comments
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Basically I had a lot of issues with virgin media over the years, and a new issue happened, I contacted them nearly two weeks ago, and after speaking to four different members of staff, and getting nowhere, a manager took over the case, and booked a call for Monday and it never happened, then a new call was booked for later in the week, that never happened, and I am still waiting, and when I call virgin media no one believes me as none of this information is on my notes, and I just end up going round and round in circles, and get nowhere I would not recommend virgin media there customer service skills are terrible
- Location
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- Location
- Port Talbot
- Reviewing
- Virgin Media
- Date
- 2017-05-30
- Location
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- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2021-02-13
- Comments
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The worst customer service I have ever encountered. No humans to talk to. Bills are not detailed and they charged me unnecessarily AFTER disconnection.
I do NOT recommend this company.
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2018-08-10
- Comments
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Really terrible customer service, they rolled a 12 month contract over to a second year without permission or informing us they were going to do so. Following this they finally agreed to disconnect the service and then proceeded to continue charging after the disconnection date. They must train the people on the phone lines to be intimidating!
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-31
- Comments
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Virginmedia has been a disappointment from the very begining. Wifi slow and sporadic. We suffered during 2 months of repairs in March and April , and again starting mid October . Some days we have no wifi at all, other days it is intermittent . I am told it will go on for another week or two. This is UNEXCEPTABLE, avoid Virginmedia at all costs!
- Location
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- Location
- bedford
- Reviewing
- Virgin Media
- Date
- 2021-02-03
- Comments
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In my opinion, the wifi is good for one year and after the contract end everything went quite bad, the wifi keep coming and going but overall is worth it and I really recommend it. (Better than sky)
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-08-11
- Comments
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The worse company ever!!!!!
Don't recommend not even to my worse friend!
They renewed my contract without my authorisation
The customer services is always bad
You can call 100000 times and every time you'll received different information and bad bad communication skills. It looks like no one know what that he'll they are doing!
I'm contacting ombudsman because my problem looks like no one can resolve!
People don't take this service EVER!
I made the mistake for lower prices I've changed sky which I had for 9 years without ANY problems and I've changed to save money however this company prove to me that cheaper cost you more!
Don't use this service!!!!!!
- Location
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- Location
- plymouth
- Reviewing
- Virgin Media
- Date
- 2019-10-06
- Comments
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Absolutely shocking service, such a scam! £40 a month we paid and the wifi cut off every couple of hours, couldn't even use it... then £98 to cancel for wifi we already couldn't use?! ABSOLUTE JOKE!! AVOID!!
- Location
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- Location
- slough
- Reviewing
- Virgin Media
- Date
- 2019-03-11
- Comments
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very unprofessional service very rude staff and unhelpful first time i have this but very disappointing
- Location
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- Location
- Slough
- Reviewing
- Virgin Media
- Date
- 2019-03-12
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-11-26
- Comments
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Terrible customer service theyve got illiterate staff from abroad who can barely understand english.
Greedy money hungry couldnt give a toss about customers.
Uk calk centres are the way forwad virgin.bunch of a**holes lol
- Location
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- Location
- Warminster
- Reviewing
- Virgin Media
- Date
- 2015-12-14
- Comments
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Installation engineer turned up today and stated that we already had cables routed - been in the house since 1999 and never had cable ... and he could not find any cables! It needs two people to lay a 1 metre cable so they will return in 9 days - meanwhile I will be without telephone or broadband. Children off school! Customer Service not interested. I have various dealings with Virgin and I am now considering cancelling my credit cards. I am flying club gold but looking at switching to BA.
- Location
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- Location
- Houghton Regis
- Reviewing
- Virgin Media
- Date
- 2018-08-24
- Comments
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I pay for 200 mbps but I only get 35-50 mbps. Reported many times. Two days ago spent 2 hours on the phone. It was disaster, 3 different "technicians" tested the problem, unsuccessfully. Tech support are guys with problems to understand basic windows settings and totally useless when talking about network structure. Only advice was connect-disconnect and reset router. Virgin Media offers 350 mbps in my area but they are not able provide 50 mbps.
- Location
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- Location
- Chelmsford
- Reviewing
- Virgin Media
- Date
- 2017-03-07
- Comments
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I started my contract in December and after moving the address I have been assigned new contract for another 12 months. Now I am unable to close it early without paying disconnection fee. Joke. Wanted to speak to the supervisor and I was told she is too busy. Waited 10 minutes just to be told she is on another call and won't be able to help me.
So many people complaining and not getting help from the customer service, I'm not surprised she has to spend time explaining herself and apologising to people.
Joke.
Never again.
- Location
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- Location
- Vauxhall
- Reviewing
- Virgin Media
- Date
- 2020-05-28
- Comments
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Broadband cuts out very frequently and it seems multiple times a week there is a general problem in the area that they never fix.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-04-28
- Comments
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I’ve been 2 hours on “hold” - no one couldn’t help me.
I’ve been transferred twice and still have not received proper answer, no one doesn’t know how to change monthly package - it’s ridiculous(after 2 hours of waiting).
Nobody is not responsible for nothing and just searching how to transfer you to someone else.
The quality of “customer” service it’s the same as quality of the internet
After 2 hours on hold Shelby pick up the phone and she was extremely rude .When we wanted to change monthly payments she was repeating herself twice that we agreed to that .When I said that I was talking with your colleague on September she said no , I didn’t speak to anyone since 2018 !
After 5 times asking her to change the contract to a cheaper one she offered “the cheapest one “ for 42 but on your website the cheapest one for 27 pounds!
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2017-02-21
- Comments
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Virgin Media keeps putting the prices up. When you ring to complain they sign you up to another term at a slightly reduced rate, usually still more than the initial sign up rate. Then they repeat the process again a few months later. They don't care about the customer - its just corporate greed .The customer service is also terrible.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-18
- Comments
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Do not join Virgin Media! They are rude, unhelpful and their service is unreliable.
We have not had broadband for 11 days now and there is no resolution in sight.
We try to get updates on when it will be up and running and they just say they're a major fault with the cable in the area and their engineers are working on it. It's ridiculous. They do not offer us any compensation for the inconvenience or for the fact that we have been forced to buy extra data on our mobiles which is expeditiously expensive.
No broadband means no TV on Demand do we are paying for half a TV service too.
Unless we complain that do not even attempt to refund you for three days with out service even though there aware of the fact they're charging you for a service you're not receiving.
Many of our home's appliances run off wifi, our home alarm, sump pump alarm, doorr bell you name a few. It's not on!
We are trapped with Virgin in a contract for 12 months. We are continuously having problems with their services. They even have an automated voice message when you call their phone line apologising for the fault in your area - more lies as sometimes there isn't a fault, sometimes they've just over charged us or put fees on which we are told would not be applied. I hate to think how many customers get ripped off because they do not have time to go through their bill and just trust trust that they're being charged correctly.
Please choose another company. One that values their customers and one that provides a service and doesn't just charge for it even when it's down half the time.
- Location
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- Location
- Ilkley
- Reviewing
- Virgin Media
- Date
- 2014-08-14
- Comments
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This company lies constantly! They tell you what you need to hear on the phone but this never appears on your notes and never happens. We were mis sold our original package (as it seems is pretty normal), we had our tv installed and then broken so we didn't have service, we were told the original item we had been told didn't exist does exist, we were promised a discount and that lasted 1 month and then surprise surprise there is nothing on our system showing this agreed discount so now you have to pay double! They pass you from pillar to post, patronise you, have no clue (one person will tell you it's not possible, the next will send you an engineer and the final person of you're persistent enough will do it for you over the phone) and lie constantly. The worst is they talk over you and don't let you speak. Awful awful company I would NEVER use Virgin again and make a point of telling everyone I know not to use them.
- Location
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- Location
- Ng44fd
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
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Landline down for a whole week forget complaining as you will robots on the other end who don’t understand what you complaining about. With the high prices they charge there is no compensation as not all your services are down ? So have now decided to leave them after 33 years with them
- Location
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- Location
- GRAYS
- Reviewing
- Virgin Media
- Date
- 2017-10-01
- Comments
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You are an utter joke!!! Vhanged my package in June. Nothing but f*** ups n today found out you billed me £40 over the top but cannot refund so have to wait til next mknth for a refund out of my bill. Seriously??? Utter crap!! Awful customer service!
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2021-02-08
- Comments
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Terrible, I was told on chat that I could place an order. Then the next day changes the delivery of the hub to my current address and the switch on date to the move in date to the new address.
They lied. You can’t do that online. Even the registration online is broken, they first email to confirm email address is broken, the link is wrong. (the template is broken and untested) You have to request a 2nd time, then he link works.
I called, which takes an 1hr on hold. I got through to a call centre in India that struggled to understand what I wanted to do. They were confused about if an engineer needed to visit. I told them it was a self-install. After about 30 minutes I thought they understood.
Then they told me to contact yodel.com to change my install date. They didn't understand that Yodel was a courier and that would not change the install date.
That’s enough for me, the level of service is awful. I’m cancelling while still in my cooling off period, a lucky escape! I have plusnet at 4 other houses I manage and will stick with them as you can actually speak to someone accountable on the phone.
The Virgin website tries to make you call a 0345 to cancel, which can be expensive from a mobile. Just shows how bad they are and attitude to customers.
I’ve phoned the 0800, spoke to Jordan who was helpful. But of course, had to be put through to another department. So back to a call centre in India, we struggled to understand each other, tried to talk me out of it over and over……again told me to contact yodel to reschedule!! I don’t think they understand what yodel is. I asked them if they were refusing to cancel and what their name was! They said they were trying to give me options, but didn’t tell me their name. I was just getting more infuriated! They did finally give in and even email me to confirm it was cancelled.
At every step the company is incredibly badly run and no accountability, no process is tested and to many departments.
- Location
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- Location
- Kent
- Reviewing
- Virgin Media
- Date
- 2018-06-13
- Comments
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Cheating on your bills without telling they take
Installation charge and activation charge, they will
Say all lies to get you moved to them, as a broadband
Speed and realisability are good don’t not trained
Customer sales team, will try to cheat you for money
- Location
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- Location
- Alsager
- Reviewing
- Virgin Media
- Date
- 2021-09-20
- Comments
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We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 penalty. I wrote and phoned virgin media customer service. They ignored me and I now have a debt collection agency chasing me. Very poor customer service.
- Location
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- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2023-02-08
- Comments
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I wouldn't give one star.
I ordered Virgin broadband and was given a installation date for 09/02/23. I cancelled my PlusNet provider as I was requested to do by Virgin, may I add that PlusNet have never give me a problem and the only reason i chose to leave was for promised speed increase. On the 07/02/23 i received a text telling me the installation has been delayed until 02/03/23. Needless to say this is unacceptable and very unprofessional. their excuse was they needed to check permits for my area, I almost found this amusing if it wasn't for the raging anger I was feeling. I rang their terrible costumer help line, what a nightmare. I couldn't understand the staff and they were going over the same statements over and over. All i wanted to do was cancel. I gave up in the end and continued the following day with the same problem. After 45 minuets actually managed to escape to clutches of the Virgin media Nightmare. I then Rang Plusnet who saved the day, after 10 minuets on the phone I was up and running again, PlusNet will be doing full fibre soon so I will stay with them and upgrade. Virgin never ever again.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
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Since last year customer service very very poor layers,ignorants no help at all.
- Location
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- Location
- Essex
- Reviewing
- Virgin Media
- Date
- 2016-05-03
- Comments
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Would you like broadband that stays on, well don't go to virgin. Everynight between 2200 and 2300 my hub decides that it wants to reboot itself and that means dropping my broadband connection, every time. despite reporting this to virgin, they still haven't done a thing to sort this, all their call person wanted to know was whether it was faster than before... Time to switch to someone else...
- Location
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- Location
- Crawley
- Reviewing
- Virgin Media
- Date
- 2017-04-03
- Comments
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I had renewal package for whole year after 18 months contract the new deal had discount for whole year I paid line rental in advance for a year then £11 a month after that. Ow they telling me you had discount for only six months you have to pay £22 a month for the rest of the contract!!!!???? It's like they robbing you in day light !!?? I will take this matter very seriously even if I have to take them to court over this they are selling you one thing over the phone then they right something else on there system they are thief simple as that never ever recommend virgin even if it's free for life time bast.....d
- Location
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- Location
- W5 2ej
- Reviewing
- Virgin Media
- Date
- 2018-09-21
- Comments
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I signed for 200 speed but never get it enginer visit it 2 time but still very bad speed very disappointed
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
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Rubbish...they're always down...no internet nothing. Its very very slow as well. Definetly moving to talk talk. Such a let down. Hate virgin now.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2020-03-06
- Comments
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Terrible TERRIBLE service and Our information is not safe with them!! They deliver my package to another address by accident and don’t go to collect and rectify and then TODAY I GET A EMAIL STATING THIS “we are sorry to inform you that you’re information that’s on our data base has been accessed” so I am not vulnerable to fraud an third party calls!!! Then they still want to charge you stupid money and they can’t even secure our information... can not be trusted with anything. I can’t believe this is actually a company ... WORST COMPANY CREATED BY MAN. Avoid virgin media
- Location
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- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2016-09-24
- Comments
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Very poor quality broadband speed although they say it's up to 100mb. We don't get half of it even we can hardly browse. When called the customer service fault team for so many time to report fault, we had to wait for more than 1 hour but received the worst customer service. The people work there are not professional, trained or helpful to resolve problem. worst possible experience with virgin media. They are charging more than £50 each month claiming that they offer 100mb but in fact the speed is often not more than 10mb. No network signal upstairs and their router is poor quality too.
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2018-11-14
- Comments
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I have never left a review for anything in my life. But today I have come to the conclusion that the cancellation process makes Virgin Media a criminal organisation.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-04
- Comments
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First, the connection is not as fast as they claim it to be. Second, one you are their customer, they don't care about you. They have the worst customer service in the world. You have to call them several times in order to speak with a real person and not a machine, and anyway your issues are never going to be solve. I have been a customer for 4 years. Recently virgin cancelled my account without letting me know beforehand and leaving me without internet. After a lot of very frustrating calls they gave me my internet back and told me they will send me a letter with the details. Today I receive a new contract 7 pounds more expensive than my previous and with a new minimum service period of 12 months. I have already cancel it, but they still are going to charge me for this month despite i have the right to cancel during 14 days without any cost. Really they are the worst company ever, they just want to take your money. I will never be a virgin customer again and i will try my best to let everyone one how bad they are
- Location
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- Location
- Clayton brook
- Reviewing
- Virgin Media
- Date
- 2017-08-12
- Comments
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Having 0,5 mb/sec speed and pay for 40mb/sec if I ring Virgin Media customer service they always our internet speed is ok.We had shared line with my next door neighbour for 2,5 years so we both had poor internet speed but Virgin charged us for a for a full price. now have got own line but the internet speed is still around 1 mb/sec! Virgin media service is absolutely CRAP !!!!
- Location
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- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2021-09-30
- Comments
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I am actually writing a review on customer service more than anything. I have just moved from Devon to Sunderland. The provider I had in Devon was not too good so I decided to go with Virgin Media as the previous owners had been with Virgin and it seemed the easiest option. My router arrived exactly when it was meant to but I could not find where the router was meant to be connected. I was sooo frustrated. I went online, was asked when I wanted an appointment for an engineer to visit. I requested same day. Two fantastic engineers arrived, Adam and Dave and fixed the problem. There wasn’t actually a problem it was me being blonde but the service was brilliant. Thanks VM.
- 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.