4,684 Customer Reviews over 118 pages
-
- Location
- Coventry
- Reviewing
- Virgin Media
- Date
- 2015-10-01
- Comments
-
Stay away from this company. Customer service is appalling. Have tried to cancel my mum's account with them several times and have also written (snail mail). They deny that they have received any phone calls from me. When I called their phone operatives tell me that the account was cancelled, then only that the phone was cancelled...then they deny dates etc. My 83 year old disabled mum is now being threatened with the baliffs.!
- Location
-
- Location
- Poole
- Reviewing
- Virgin Media
- Date
- 2019-04-15
- Comments
-
The worst service in Uk they cancell my direct debit without letting me know and without reason So it looks like they don’t want money for they crappy service.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2019-04-19
- Comments
-
When we closed our Virgin Media Account they failed to close down our old email addresses with the company. Nearly 2 years later, hackers got into my mother's virgin email address and began trying to access her accounts on other sites and registering new accounts using her identity. After confirming that they understood the situation, Virgin refused to change the password on the email address to lock the hackers out, or to take any other action at all until we signed a new contract with the company. They made it clear that this new account would be fully charged and non-refundable. They turned my mother's identity theft into a marketing exercise and willfully aided criminals for a quick buck.
- Location
-
- Location
- Lydiate
- Reviewing
- Virgin Media
- Date
- 2021-09-15
- Comments
-
Don’t even go there spent longer on the phone than wall streets biggest hitter, whilst trying to cancel the account luckily before it started in contract they just tried to sell me more. Clearly only a day training for customer service, it was comical
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2017-07-21
- Comments
-
The only thing worse than the unreliable internet speed is the idea of having to speak to the customer service team, if you're lucky enough to get through! Go with another provider...
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2009-08-11
- Comments
-
Virgin upped the payments on broadband and said it is because we were to get faster broadband this is not so.when phoning they say it will be in the area soon. They put the price up in May. this is now August and still no faster broadband.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2015-02-06
- Comments
-
AVOID!
3 months,and 3 failed installstions, after signing my contract, I still dont have internet.
1. The first installation attempt was scheduled for mid-December, I had to take a morning off from work but the Virgin team didnt show up or even notify me the installation was rescheduled.
2.The second installation attempt was scheduled for mid-January, however they again failed to show up or notify me of the cancelation, their explanation being they couldnt find a parking space.
3.The third installation attempt was scheduled for early February, however they phoned me up just the evening before the installation day to let me know that they wont be coming the next morning because someone had parked in the parking slot they had secured(why they had decided that this person will be parked there the next morning, or couldnt simply call the traffic warden, is a mystery to me)
All in all, they have been failing consistently over the last 3 months and seem to have zero regard for their customers.
- Location
-
- Location
- reading
- Reviewing
- Virgin Media
- Date
- 2016-09-20
- Comments
-
Dont buy them. They will stuck you in contract and then keep increasing the bills. I was told my final bill will be 22.50 and then it shot up to 29.99 next month. Online contract also was made to fool people, small prints shows few discounts ending at different dates. I read all details it shows my actual bill will be 37.00, will have 12 months discount of 7.00 and there was another discount of 7.00 ending after 6 months all in small prints.
They don’t send you written documents or email contacts details to avoid any proof.
Very intelligent fraud company.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-04-07
- Comments
-
Avoid at all costs! I have been waiting for my service to be set up for 1,5 months and still not working. The appointment for the technician was scheduled 3 weeks after the contract was signed which was already shocking but then it was postponed by another 3 weeks without even informing me, I only found out when I called them. I’m speechless about this poor customer service. Absolutely unacceptable!
- Location
-
- Location
- Oxford
- Reviewing
- Virgin Media
- Date
- 2016-10-28
- Comments
-
Apparently walls are a big issue for Virgin media. Internet constantly intermittent unless I'm pretty much sat on the box in the front room. Engineer promised these issues would be resolved following his visit and they were not...good job Virgin, I enjoy paying you £45 a month and then using my own 4G...brilliant service!!
- Location
-
- Location
- Redditch
- Reviewing
- Virgin Media
- Date
- 2022-10-28
- Comments
-
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
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-05-30
- Comments
-
Terrible service
Customer service horrendous
Can't connect to the broadband service daily
Steer clear
- Location
-
- Location
- West Bromwich
- Reviewing
- Virgin Media
- Date
- 2017-06-18
- Comments
-
Without a doubt the worst service provider in the developed world. Shocking service, Sky puts Virgin to shame, had Sky for years and it never went down once, Virgin on the other hand goes down constantly.
Really they deserve no stars
- Location
-
- Location
- Woodley, Reading.
- Reviewing
- Virgin Media
- Date
- 2018-05-07
- Comments
-
I have now been a Virgin Media customer for years (from the NTL days). For the last 2 to 3 years it has progressively got worse in all areas. When you eventually get through to someone they are often clueless and give inaccurate information. The Broadband continually drops out or fails with average speeds of 10Mbps and I have their so called top package!!!!!. I have had engineer after engineer come out and I still have the same problems. I have 2 of the latest TV boxes and I don't get all of the channels on the second box because the signal is insufficient according to Virgin Media Engineers. I have had promise after promise of fixing the ongoing issues I have had for 2 years (still waiting). I am a very patient person but ....... It's not worth the money I pay per month. Probably time to look somewhere else.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-12-12
- Comments
-
Been a Virgin customer for 16months and subscribed to and been paying for 350mb broadband and tel line. In 16months I have yet to experience a single week where the broadband is actually what virgin promised to deliver and what actually I pay for!!!! ie anywhere near the 350mb, instead I have Ookla tests (approx 70-100 recorded test) on my phone for the last 12months and they consistently show broadband speeds of around 30-70mb!!!! I have rang up
Virgin customer services on at least 10-12 separate occasions comparing about the lack of service and after 4 engineer visits and 9 months the problem is still there and yet to be resolved!!! Engineers acknowledge problem but make small fixes and leave and problem literally returns as soon as engineer leaves! Last engineer could not even get speeds of 100mb!!
No offer to recompense loss of service and to date continue to charge me full price for the service eventhough they completely failed to deliver the service promised! Cannot even offer a date where problem will be resolved!!!
I cannot wait for any other provider to offer these speeds as I will switch instantly and never return to Virgin.
I would strongly advise anyone looking at Virgin as a supplier to avoid this company and disgraceful service and look elsewhere!
Terrible unprofessional company that don’t even have an email address for customers to make any complaints or feedback!!!
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2016-12-02
- Comments
-
Absolute rubbish.
- Location
-
- Location
- coventry
- Reviewing
- Virgin Media
- Date
- 2015-03-15
- Comments
-
I don't understand why is the Virgin media infrastructure not aligned with customer needs, perhaps they shouldn't connect too many customers to one point at their network which is overloaded and causing really slow speeds at peak times 10mbit on 100mbit service (peak = most of the day except 11pm till 6 am). I used to have BT infinity 76mbit and that was at nearly full speed 24/7. AVOID VIRGIN MEDIA AT ALL COSTS. Customers which are getting what they paid for are scarce and they should be considered lucky as there are probably not too many neighbours (burned by Virgin and switched to others) which are using Virgin connection and therefore connection is not congested.
- Location
-
- Location
- COVENTRY
- Reviewing
- Virgin Media
- Date
- 2022-03-07
- Comments
-
Signed up with Virgin about 4yrs ago and service went from bad to worse but couldn't stand the hassle of moving. Eventually with constant issues of no broadband and unable to get hold of these guys when you need help I decided I had no choice to leave. They are shocking at customer service they don't know what the meaning is. I spent 3Wks trying to get through to them for help which even that was poor and went days without Internet hoping it might suddenly return. I then tried to call to cancel, I got cut off and kept on hold for over an hour each attempt. I would suggest anyone is better than Virgin so don't waste your money, to e and effort with them...
- Location
-
- Location
- Wirral
- Reviewing
- Virgin Media
- Date
- 2018-07-19
- Comments
-
Awful customer service and awful awful reliability of broadband. I paid for the super fast fibre which was good for the first 6 months but shocking after that. I called on at least 6 occasions with broadband/WiFi failing and everytime the solution was to turn it on and off which is a complete joke.
I tried leaving after my contract finished and they offered me a new contract with a £60 credit and did some ‘tweaks’ on their systems to help the WiFi run better, I decided to accep on the basis the first 6 months ran fine but lo and behold a week later the WiFi kept going down.
Tried cancelling the contract again and this time he promised I’d have a month cancellation period, gave another £19 credit and sent and engineer out.
Another week goes by and yet again the WiFi goes down. I tried cancelling for good and they claimed that I was outside the cancellation period. I had recorded all my calls with them because of this exact situation. Scumbags backed down and let me cancel but they tried offering me more solutions and discussing with a specialist on how to fix the issue. How about fixing it first time instead of when your about to lose the customer.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
-
The most unreliable inadequate service of any. Everything based in India. Very hard to understand as the English is awful, no customer service, constant outages, slow and lower than paid for speeds and no communication.
Chose someone else!!!!!!
- Location
-
- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2019-07-26
- Comments
-
Absolutely disgusting vile lying load of robots .
Every month demanding money for a service which was asked to be downgraded the previous month for a period of 4 months .
Will be suing for loss of earnings and inconvenience
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-08-11
- Comments
-
Changed from Plusnet because Internet kept dropping getting the same problem with Virgin.
- Location
-
- Location
- Surbiton, Surrey
- Reviewing
- Virgin Media
- Date
- 2022-11-15
- Comments
-
Moved back to the UK end of August and got Virgin Media as our broadband provider as we had them before so boxes in the house and should be plug-and-play. on 1-Sep technician came and said we don't have a signal to the house. The information given was this would get fixed within a week. A week later I am told 7-Oct we will get connected as the job requires external work. A few days before that date it gets postponed to 24-Oct. I am staying home to be around that date but nothing happens. New date given was 14-Nov. Last week I called to confirm this and also asked for confirmation on VM forum chat and was told "yes" it will get done. Then on 14-Nov nothing happens, then sms asking to contact VM. Information "there is external cable work scheduled for today. unfortunately we are unable to send our crew today". Next available date 28-Nov.
Sorry but I have had enough. Will switch, get my money back from VM what I have paid so far (coz the emails re "your bill is ready" come promptly, plus recommendations on what wonderful new movies I should be watching). Enough is enough
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-12-07
- Comments
-
I write to share my ongoing ordeal with Virgin Media, hoping to spare others from the headaches I've endured. My journey started on the 9th of March 2022 when I eagerly signed an 18-month contract at a seemingly reasonable rate. Little did I know, this was the beginning of a series of issues that would plague my experience.
Fast forward to the 22nd of May 2023, where I signed another 18-month contract at a reduced rate. The trouble began with unexplained charges in June, July, and August 2023. Feeling financially strained, I decided to halt my direct debit on the 1st of September 2023.
Things took a drastic turn on the 29th of September 2023 when Virgin Media claimed I owed them an outstanding balance. Despite my complaint on the 2nd of October 2023, negotiations only led to temporary solutions and broken promises.
Service disruptions on the 3rd of October 2023 required me to pay for reactivation. Virgin Media agreed to a one-time credit, but the problems persisted, leading to another credit agreement on the 11th of November 2023.
On the 12th of November 2023, a new arrangement was made, only for my account to be suspended again on the 4th of December 2023. After a heated argument, they agreed to reactivate my service but claimed the remaining balance would be settled by a credit, yet emails continue to show overdue amounts.
This continuous cycle of broken promises and billing issues has left me frustrated and disheartened. I caution anyone considering Virgin Media's services to think twice, as my experience underscores their lack of accountability and persistent billing problems.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2024-01-31
- Comments
-
I feel obligated to advise potential customers about my disappointing experience with Virgin Media since locking into a 24-month contract at a rate of £42 per month. My intention is to highlight the reality of their service, which has been far from the high-speed, reliable internet I was led to expect.
The service has been atrocious from the start, with frequent disruptions and sluggish speeds that undermine the very essence of what I've been paying for. As a customer, you'd anticipate a certain level of quality and support for £42 a month, but I have been met with the complete opposite. My experience with customer service has been incredibly disheartening: long wait times, unresponsive support, and a general feeling of being an afterthought rather than a valued customer.
The situation further soured when I learned that having a technician come out to address the many issues would incur an additional £25 service fee. It's pretty outrageous that customers are not only expected to put up with subpar service but are also asked to pay more to have problems, not of their making, fixed.
Moreover, Virgin Media seems to have constructed an escape-proof trap with their hefty £600 early termination fee. This fee hangs over your head like a dark cloud, deterring you from leaving the service regardless of how bad it gets. You're left with two undesirable choices: endure the dismal service or pay a significant sum to break free from the contract.
I'm sharing my experience to warn others considering Virgin Media as their service provider. Do not be swayed by the glossy advertisements and the allure of fast internet speeds without first considering the possibility of being bound to a contract that neither provides the promised service nor values you as a customer.
I urge anyone to carefully weigh their options before committing to Virgin Media. The monthly fee of £42, coupled with potential additional charges for service visits, is not justified by the level of service provided. My advice is to seek out alternatives where your business is appreciated, and your money is met with the high-quality service it should command. Avoid the trap I fell into; there are certainly better, more customer-centric providers out there.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-27
- Comments
-
Just found out that my broadband speed has been affected by poor cabling but have been paying a premium price for many years...will take 2 months to resolve and the compensation amounts to £35. It does explain why the wi-fi cant reach around the corner of the one room it is stationed in. Shocking.
- Location
-
- Location
- wallsend tyne and wear
- Reviewing
- Virgin Media
- Date
- 2018-02-20
- Location
-
- Location
- coventry
- Reviewing
- Virgin Media
- Date
- 2014-11-10
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-02-17
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2014-12-03
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- Bradford, UK
- Reviewing
- Virgin Media
- Date
- 2019-08-11
- Location
-
- Location
- redditch
- Reviewing
- Virgin Media
- Date
- 2016-06-02
- Location
-
- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2017-10-07
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2022-08-30
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-12-12
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-17
- Location
-
- Location
- The vanilla unicorn
- Reviewing
- Virgin Media
- Date
- 2019-11-28
- Location
-
- Location
- Brotton
- Reviewing
- Virgin Media
- Date
- 2016-12-08
- Location
-
- Location
- WOLVERHAMPTON
- Reviewing
- Virgin Media
- Date
- 2017-05-19
- 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.