4,684 Customer Reviews over 118 pages
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- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2015-01-08
- Comments
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I signed up for an introductory offer where the first 6 months are £4 a month. Within a month they have advised this will go up to £7 a month. That's a 75% price hike within a month. Ridiculous. Very very unimpressed, I would strongly recommend avoiding them.
- Location
-
- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2017-02-25
- Comments
-
The broadband itself is reasonable for the price, however Virgin have been taking double payments from my count adding up to an extra £60. They have been extremely slow is paying this back, I was told 24hr yesterday now today they don't know, this is the lasted in a list of annoyance and I've only been with them 1 month. Although the internet is ok the customre service and customer appreciation is terrible. Stay away for your own sanity!
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2017-09-04
- Comments
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Awful start area 30 told an engineer is trying to fix the network here but in the end its absolute crap. Told it would be fixed by 4. then told it would be fixed by 10. Nothing has come of it. Now being booked with an engineer on a Wednesday, for no real reason at all. The issue is with the local network router covering all the houses in the area. I'm a student who's just got his package and cant set up his bloody package because of this.
- Location
-
- Location
- Wallis
- Reviewing
- Virgin Media
- Date
- 2023-04-09
- Comments
-
Would give zero stars if possible. I would recommend that you avoid this company as they do not care about the customer. Try to woo you with offers if accoint credit that never materialise. You WILL have to endlessly chase this up and speak with people from.abroad with heavy accents that are difficult to understand. They will also struggle to understand you, the paying customer. You're first bill will be wrong and of course this will be as hard to rectify as the promossed account credit. By this time you will be well out side the cooling off period and will, therefore, have over £300 of early termination fees applied to an account that was active for a month and a half.
Your formal complaint at this point won't even be looked at as the advisors are told to escalate them to deadlock immediately rendering your complaint pointless. You will them have to use the ombudsman service to look into the complaint (who I am sure are paid by the ISPs they are adjudicating over).
You will be left with a negative record on your credit report if you are resolute in not paying.
Ultimately you're only option is to take them to small claims court. I have commenced proceedings against Virgin Media for wasting my time and getting it completely wrong. I explore you to save yourself the hassle and do not use Virgin Media.
- Location
-
- Location
- Deeby
- Reviewing
- Virgin Media
- Date
- 2022-04-26
- Comments
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Absolutely a waste of time ring them atleast once a week after wifi cuts out constantly then can't connect and even when it is connected never get quicker than 20mbps on one of there highest packages Absolute joke
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2016-07-15
- Comments
-
Appalling customer services, after contacting their broadband technical dept in India, I was initially passed to a premium rate service, no explanation nothing! put on hold and just transferred over, £35.00 to answer and provided a solution for a technical question!!!! The gent was aware I wasn't happy so past me back through to their tech dept, all I heard was "Hello" before ceremonially being disconnected, after two other attempts to resolve my issue, and being put on hold, once again I was passed through to a woman from their customer service dept in India, after explaining what my issue was and how unhappy I was, again, I was just cut off! all this took 1 hour after which, I was put through to Customer retention's, no internet, nothing! and a £3.50 monthly increase, which appears now to be common practice every year, I spoke to what must have been the most unhelpful, rudest staff member I have ever spoken too "So! What do you want me to do about it" that was repeated three times, I said "Fix my issue" to which she transferred me again, and again after the initial "Hello" I was disconnected, unbelievable. they say their internet speed is the fastest, errr I beg to differ it is constantly being throttled, I'm not a big user, I don't download large files, I work away on business a lot, I live on my own so no other person is using it, I just cannot believe how bad it is, the only good thing is the Tivo box, but now you can buy a similar box outright! Why should I stay with such a money grabbing company, my contract it up in January, if they increase it again, by any amount I'm out! without hesitation, the broadband is rubbish. Rant over
- Location
-
- Location
- Leeds, Bramley
- Reviewing
- Virgin Media
- Date
- 2022-11-03
- Comments
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Disgusting service.
They might be a little bit cheaper than sky but my god if you have a problem.
Spent the last 3 days on the phone and waited in for the last 2 for an engineer to come out for nobody to come, the customer service reps just keep lying and setting up another appointment to which nobody even arrives.
I will not be going with them again just in case I ever have an issue.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-08-31
- Comments
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The broadband has been of POOR quality. It often cuts out. I tried to resolve this through virgin media but was unable to do so. I spent about 6 hours on the phone with no resolution. In the end I left for another company. The price looks good but the service is terrible.
- Location
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- Location
- Livingston
- Reviewing
- Virgin Media
- Date
- 2023-05-27
- Comments
-
Paying over £70 a month for the most appalling broadband service ever experienced. Called virgin media so many times to report slow speeds buffering outages etc and always get the same old story " we ran a test over 3 days and your service showed no problems at all" . Whenever we call we get promised there's no issues and yet I need to now go to the office to work because of how unreliable this service is. Surely I can get out this contract early due to the service not being as described, if this was a blouse I would have returned it months ago. Shame on you virgin media for ripping us off and lying to us about there being no issues.
Tell me again how there's no better service??
Screen shots of errors buffering etc available on request!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-10-17
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-03-06
- Comments
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After being with vm broadband service for a number of years and having **zero** broadband useage, they offered my a fair deal for renewal. I told them that i would call them back once i had decided. When i did call them back, the customer service guy seemed to have little intrest in keeping me as a customer and decided to bump up the price.
I decided to cancel based upon his feeble and rather condescending 'could not care or less if you leave us ' attitude. To be honest this is the second time in the last few years that this has happened. I decided to give virgin media the benefit of doubd the first time. However i am not enamoured to trade with a company that obviously has serious and fundamental problems with staff training for customer care. To be fair the guy has done me a favour. I will be saving several hundred pounds each year for a service that we never used.
Funnily enough, *within* hours of cancelling my broadband, the 3g service on my phone suddenly was throttled in various ways. It might be a coincidence, but after 6 years of mobile service without this type of issue, the timing of this anomily seems rather inconvenient and appears to be a petty tactic... especially for a company like vm to be inflicting upon it's customer base.
I have three mobile contracts with them and i am looking to move all the services as far away from vm as possible. I dont wish to trade with a company that potentially believes that it is acceptable to behave in such a vindictive manner. I would rather pay more to a competitor. To be fair, when things are running well vm service is okay, but if you want to leave, they seem to have an inbuilt penchant for punitive punishment which they apoear to have at the ready to inflict upon customers.
On balance, my honest advice would be for you to steer well clear of any company that feels it is right to behave in such a despicable manner. (Unless you have some kind of sadomasochistic tendancies, in which case go ahead and enjoy virgin media's abuse whilst they enjoy stripping your bank balance)
- Location
-
- Location
- Dartford
- Reviewing
- Virgin Media
- Date
- 2020-08-24
- Comments
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I did call them many times regarding my slow speed issues, they asked me to reset the router and I did so but having the same problem.
they said they can't improve my speed even I am supposed to have 100mbps and now having between 2mbps to 20mbps the speed is up and down all the time. I also did request with them to send an engineer at home when convenient and fix the issue but they refused to do so saying they can not see their device fault. Then I told them I am not happy with the service and request to cancel my contract but they said I have to pay early termination charge. I am suffering from the last five months with this issue and facing mental torcher. Thank you.
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2018-11-13
- Comments
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I signed a contract on 14th August 2018. The price has now gone up £3 per month but I received no letter or email to notify me of this increase, therefore I didn't have a 30 day window to consider my options due to the increase. They send me emails every month to advise me that my bill is ready to view in my online account, but they never sent me an email or letter advising of the increase. This may or may not have been done to deliberately catch people out. Either way it is very poor. When I phoned up the virgin employee offered no help and then hung up.
Shocking.
- Location
-
- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2022-02-14
- Comments
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True my shocking doesn’t quite cover it. New customer and had a query on a landline which Talk Talk wanted to know (current provider) when I finally got through after hours of waiting the person whilst used the English language clearly had different definitions to me. I would say ‘no’ and she proceeded as if I had said yes. Waste of time shysters.
- Location
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- Location
- Bracknell
- Reviewing
- Virgin Media
- Date
- 2023-11-01
- Comments
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For a communication company Virgin…
For a communication company Virgin suck. I was off contract and it took me 3 hours to speak to a representative to end my service. One of the reps I couldn’t even understand. They even apply a 30 day period after notification so they sting you for more money yet I had no contract. The website says you can cancel online but the link has a 404 error “page not found”, computer says no. Then they throw you around the company trying other reps to pressure you into taking a new deal at a lower rate. They don’t understand the words “i want to cancel” and around you go. Now they have filed a credit report on Clearscore as a final kick in the gentleman parts, even though I paid my final rip off bill within two working days, they are trying to penalise me, we shall see about that. They only ever put your bill up and if off contract expect it to double. No loyalty for long term customer, pressure applied to try and keep you stay. If Broadband.co.uk had a zero rating I would have selected that begrudgingly. Useless, inept, no customer service and deserve to close down. Suggest person at the top goes and flips burgers for a living but he/she/they would probably burn them. Go elsewhere.
Date of experience: 23 October 2023
- Location
-
- Location
- London SW18
- Reviewing
- Virgin Media
- Date
- 2017-06-27
- Comments
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Broadband is very unreliable in my area, often little better than dial up speeds at weekends, today it is 4.26 Mbps, this service is often unable to be used even for just BBC iplayer etc.
When it works speed is very good, but the reliability is very poor. I can not recommend Virgin because of this.
- Location
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- Location
- Milton Keynes
- Reviewing
- Virgin Media
- Date
- 2021-10-12
- Comments
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The standard of customer service that I have recently received from Virgin Media ranks among the worst experiences I have ever endured when dealing with any business. I made contact to arrange a home move, aware of the fact that there were likely to be complications as I would be staying with friends temporarily whilst between addresses.
I was informed within this conversation that there was no mechanism within Virgin Media's contracts to pause in such an event, despite this being a very commonplace occurrence. As the contract could not be transferred to my temporary accommodation, I was informed that it would be terminated as soon as new residents commenced a contract at my previous address.
As I had no desire to end this contract and had every intention of transferring it to my new permanent address or recommencing at the new address, I requested that the termination fee be waived. I was told bluntly that this was not an option and that no level of management would have the authority to waive the fee.
I have spoken to multiple members of the home move and customer service team but have been unable to speak to a manager at any point. I was promised a call back from a manager at 9am the following day. This never materialised.
When I called back to request the promised conversation with a manager, I was informed that a manager had tried to call at 9.40am. This was absolutely untrue. After multiple conversations with further members of customer service staff, I was informed that the aforementioned manager would try to call again and that another manager would ring me back within 72 hours.
These calls have again not occurred one week later.
My account has been terminated with no written notice, I found this out only because I logged into my online Virgin Media portal to find that my account had been closed. My Virgin Mobile account, which was directly associated with my Virgin Media account, stills works, but I have been given no information about the terms and conditions of this ongoing service.
All in all, this has been an appalling experience as a customer, leaving me to pay a significant fee despite having actively sought to remain with Virgin Media. Almost all staff involved have been wilfully obstructive and management appears to be either deliberately evasive or extremely incompetent.
Given the inept standards of service that I have received, I would never recommend that anyone ever uses Virgin Media's services for any purpose.
- Location
-
- Location
- W10 queenspark
- Reviewing
- Virgin Media
- Date
- 2018-01-05
- Comments
-
Terrible service they would always fail to send me a bill and then charge me 10 pounds for late payment.this went every month for a year costing additional £120.As for the fibre. Optic connection speed always going down for days on end.DONT USE 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
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- Location
- Edinburgh
- Reviewing
- Virgin Media
- Date
- 2020-05-22
- Comments
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I am writing as I am a freelance graphic designer and because of the virus have been working from home for the last 8-9 weeks. My contract was coming to an end and would have gone for cheaper alternative, but because of my work I wasn’t sure if switchover would go smoothly in terms of getting engineer out so I signed up to a new Virgin Media contract for 12 months.
I wrongly presumed that my new contract included home calls during the week and appreciate that I should have asked more questions, but what troubles me is my monthly bills were £33, £33, £33, £33 then jumped to £90 as lockdown began and then today I got a bill for £279 for last month. I stopped using the landline immediately as soon after I received the £90 bill, but was to late unfortunately.
I have tried to explain to Virgin Media that this is a large amount and why wasn’t I notified that my bill have jumped by more than 8x it’s normal amount. Also I had just signed up to a new contract with them so where is the good faith / loyalty…. maybe I am naive to think this.
Virgins response to my complaint = zero sympathy and can’t do anything and was offered a £10 ‘as a good faith voucher'.
I won’t be using or recommending Virgin Media again.
- Location
-
- Location
- bristol
- Reviewing
- Virgin Media
- Date
- 2022-09-02
- Comments
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Absolutely TERRIBLE.
Virgin cancelled the installation at 8.15pm the night before installation on 2nd September having already cancelled my existing broadband supplier.
Gave me a date of 24th October for the install. Outrageous and unnaceptable to leave us without broadband having given us all the sales talk.
Have cancelled contract with them which in itself was a difficult experience.
I would AVOID like the plaque if i was you
- Location
-
- Location
- Conisbrough
- Reviewing
- Virgin Media
- Date
- 2016-08-22
- Comments
-
Fed up of the speed dropping and requiring a modem reset. It drops from 200mb to sometimes under 20mb. Resetting the modem works for a while, how long varies.
Engineers can't seem to fix it but they still like to charge me full whack for it.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-09-25
- Comments
-
Absolutely horrible customer experience. The services are good if it actually works but the moment you have an issue good luck getting anything done about it. My router blew a fuse and I had to wait for a replacement for a week and they wouldn't even honour the promise of 8£ off for every day you're left without Internet because apparently weekends don't count towards those days, so why should I be paying my bill for those days if I won't get any service or my downtime isn't important. Now I am having intermittent cut offs every now and then for the past 2 days and when I called was told I have to suffer through it for another 24 hours and monitor the connection, what an absolute joke, it's been like this for the last 2 days so I have done 48 hours of monitoring.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-04-25
- Comments
-
Intermittently the connection is lost which is very disruptive when you're watching TV or movies.
Trying to cancel the service is mindbogglingly frustrating. They've designed it in a way that is purposefully hard.
- Location
-
- Location
- Swansea
- Reviewing
- Virgin Media
- Date
- 2019-10-27
- Comments
-
Virgin your having ha laugh, iv been loyal to you for 9 years, well its time i left now.
"We" entered into a contract, having taken the person's name date & time, the price you gave me for 12 months has apparently not been noted so you have been taking £10 a month more out of my account tgan what we agreed.
Told you i will leave when my contract is up and now you want me to enter into another contract for £4 discount, so i will leave as soon as im able and will not reccomended your service..!!
- Location
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- Location
- Leeds
- Reviewing
- Virgin Media
- Date
- 2018-07-23
- Comments
-
The worst broadband and WiFi service that you could ever wish for. Avoid broadband services as they are just so intermittent. It's likely that you will, as I have done, spend time constantly having to reset the unit and calling virgin for assistance.
The problem is that you can't leave the service without paying a cancellation fee unless a technician has been to your home 3 times and has been unable to fix fault. But then after the first visit they will not send anyone out stating an intermittent fault in the area even though neighbours on the same street don't have any issues. And when they do send someone you have to wait at least to days and wait at home for half a day.
The next problem is when you try to esculate the complaint the policy is that you can only expect a call back between 14-28 days.
- Location
-
- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2020-12-12
- Comments
-
Installed Virgin Fibre broadband and couldn’t be happier with the service. Getting even higher wifi speeds than what I’m paying for!
- Location
-
- Location
- Dundee
- Reviewing
- Virgin Media
- Date
- 2020-10-20
- Comments
-
Unbelievable worst experience to contact support.
It's been more than 2 weeks I'm losing my time every day to contact the support to get access to the account created with mistakes by support 2month ago.
Everyday I have to explain the same situation again to a support that randomly respond withing 10 hours. And every day the closing time make my enquiry deleted without any final solution!
So basically, there is no problem for them to get my money, but no solution to have access to my account.
- Location
-
- Location
- Tunbridge Wells
- Reviewing
- Virgin Media
- Date
- 2019-02-18
- Comments
-
AVOID!
I am a new customer, 10 days in.
Super fast when it works but totally inconsistent.
Cuts off throughout the day
Speed goes down to 16 from 144, then cuts out.
Totally inconsistent
Shocking customer service
Not supported on social media (no customer service there)
Indian call centre > no ownership of issue and each person you talk to cannot see any record of what the tech issue is from the day before.
I am shocked that Virgin brand operates in this way.
- Location
-
- Location
- Berk
- Reviewing
- Virgin Media
- Date
- 2022-12-25
- Comments
-
Virgin Media(VM) proved to be the worst customer service I ever experienced in my life.
After a faulty broadband router I asked VM to replace it. A courier came a few days later to pick it up, without providing me a replacement.
As I felt that something was wrong, I started to record every interaction with VM (audio and chats).
To make it short, I battled with VM's so-called support to explain the situation and it turned out that absolutely nobody was able to understand my simple problem: "my broadband router was faulty and taken away by a VM courier, without being replaced, and since I am still paying the service with no Internet service at all. I need a new broadband router (can be refurbished), and without having Internet my work productivity is seriously hampered".
After wasting countless of hours with VM agents trying to explain the problem, I decided to cancel my service because the situation had become unbearable (I was even blackmailed to renew a 18-month contract if I want to receive a new broadband kit) and I couldn't keep working without Internet (has anybody tried to have an intelligent conversation with donkeys?)
Now that I left VM I am claiming the "Virgin Automatic Compensation" for 2 months I paid without enjoying the service, and the cherry on the cake, VM are harassing to return the broadband kit or face £145 fee.
I am not only going to file a complaint to Ofcom but my lawyer is also preparing a complaint directly to the court because it's bigger than small money claim (I can't give the details here).
Years ago I had recommended VM for it's sustained speed but now the service has become so execrable that it's far better to leave this company because me all they claim about quality and service is just a scam.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2020-10-08
- Comments
-
I have not got the coverage of wifi in my house. The automated app to check coverage and order a booster does not work so I contacted 'customer services' who told me I needed an engineer to sort that out. The engineer that attended to fit a new router(different problem that was sorted) told me he knew nothing about that and I needed to contact 'customer services'... There is absolutely no way of talking to a person who is able to help. The message help service is totally useless. I have now spent...wasted 5 days trying to sort this out. I spent 2 hours just to get through ID check only to be passed on to someone who can help...next day...7.00a.m. messaged to ask if I still need help. Yes u did, delayed responding later by 10 minutes and got bounced off that operator...Next day, same again. Next day was in a conversation and again bounced off and each time sent back to the AI. It is soooo difficult not to get abusive about this and not swear. But this company should not be allowed to use the words 'service' or 'intellegence' its operators when you eventually contact one rarely seem to assist with anything but the most basic query. I do need help for my suddenly developed high blood pressure, stress and depression...
- Location
-
- Location
- Newbury
- Reviewing
- Virgin Media
- Date
- 2020-10-06
- Comments
-
After a year with Virgin I can tell you: DO NOT!
* The router provided has very weak WiFi signal
* Even using a cable connection to the router, the speeds are APPALLING! I bought into 100Mbps and my download is somewhere around 30Mb and sometimes in the single digits...
* Reaching these guys is impossible. No email or chat, so you have to hang high and dry on the phone for hours
* The final touch: when I called today to ask not to renew my contract (6-Oct-2020, 10:06): She started blaming my house, the websites I access... I am an engineer of 20 years now but the person from Billing knows better!
Then she offered me a discount - I told her it's actually a negative that they didn't give me their best price until I threatened to leave. She offered a further 5 quid discount :D :D :D I wouldn't take it for free at this point!
- Location
-
- Location
- Hounslow
- Reviewing
- Virgin Media
- Date
- 2018-03-20
- Comments
-
I called their offices twice to report a problem with my internet. First time they say from the offices "yes, I can see the connection goes on and off all the time". A technician comes - "everything is fine here". I still have the same problems. Second time I call them "yes, there seems to be a problem with your internet" from the offices. A technician comes - "it's all good here, nothing faulty". I've been having a very unstable latency recently, so I told the technicians "let's see what a ping test shows". They said "we only use Ookla broadband test", which fires a package to a server and returns it only once. The problem happens when you have a continuous ping test - it starts at 10 ping and then goes up to 300+. They said "how do we know the software youre using isn't showing fake results?" and I told them to come in my room. Then I started "League of Legends" and showed them I have 300 ping constantly in-game. Then they said it's the game's fault, not the wifis. I am SO disappointed with their way of handling a problem. I was told to just "hardwire" my PC to the router, but that's not possible when you are just renting a room. No explanation why that's happening, they even deny the problems exists, just because their ping test shows it's all good when it's not even built properly. I am SO tired with this. AVOID.
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2020-02-01
- Comments
-
It's not the speed that is bad when it goes into the router it's superfast, when it comes out of the router, it's super crap the hub 3 is a real piece of *****!!! Oh! and the technical side is abysmal, apauling, they know nothing, nothing, you hear, sometimes they pretend they can't hear you on the phone, and they hang up star clear, they are a greedy, crap, company.
- 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
- West Midlands
- Reviewing
- Virgin Media
- Date
- 2021-01-18
- Comments
-
DON'T BE TEMPTED BY THE INITIAL OFFER!
I have been with Virgin Media for around 7 years at 3 different properties.
When I moved from my 1st to 2nd property I had no issues and the transfer was smooth but it all went down hill from there with them trying to hike prices at least twice a year mid contract. Every time I had to phone to contest taking 2 or 3 phone calls of anything up to an hour. When me and my partner separated I could not move my account with me and had to set up a new one at my new address. Virgin messed up all the passwords so I could not access either account for nearly 3 weeks with multiple phone calls. Had to do a transfer of contract responsibility to my ex so she could take over the bill but they couldn't even get that right after 5 attempts via phone and post. Got that frustrated I just cancelled the account and she had to open a new one in her name. Messed up my passwords and email again and they tried to close both accounts saying that I owed them and early exit fee.
Once I got all of this sorted towards the end of my contract an offer came up online on my personal account where I could add the TV and faster broadband to my package for a total of £37 a month. Should have known better than to try and upgrade!
Received email confirmation of price and package details direct from Virgin Media and my new TiVo box arrived later that week. Set it all up and within a week got my first bill which was over £22 more a month than quoted. Here we go again! 42 minute phone call with no result and the promise of a call back from a manager the next day. No call back. Another 47 minute call where I emailed the proof of the price while they were still on the line to the email address they were spelling out for me, only to be told they couldn't access that email and a manager would call me back in 24 hours. Nobody called me back. Another 75 minute phone call speaking to 4 different people and they finally reduced it to.......£37.50 and I was told this was the closest they could get the package. These phone calls were the ones when I actually spoke to somebody after multiple times of being on hold for 20 to 30 minutes and then them hanging up.
After taking a tv package I realised how little there was to watch on Virgin as you have to pay for the larger bundles if you want any of the sky channels and a large percentage of what is available on Freeview for nothing.
This contract ended on the 28th of December so Virgin decided they now want to charge me £59 a month for the privilege of rubbish tv, a landline I have never used and averagely performing broadband. A few days later an email also informs me they are putting their prices up a further £3.50 as well!
I phoned them thinking I will be able to haggle and get a cheap deal as usual but not this time. The cheapest they would do broadband on its own was £37 while new customers were getting it at £28 so I have cancelled finally.
Oh and if you are late paying your bill they will phone you 2 or 3 times a day without fail until its paid but you cant contact them most of the time if you have a problem.
If you have got to the bottom of this review I strongly urge you not to give Virgin Media your custom as they are rip off merchants of the highest order and their customer service is non-existent.
- Location
-
- Location
- Kingswinford
- Reviewing
- Virgin Media
- Date
- 2016-12-22
- Comments
-
DO NOT USE. I am sick of Virgin media their connection sucks, sometimes it just completely drops out, I hope they lose all of their customers because they deserve none
- Location
-
- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2021-06-21
- Comments
-
Instead of 500 mb/s they provide speed 290 kb/s so now instead of playing Xbox I can spend more time with my family and enjoy reading books.
If you are hipster and enjoy retro stuff this modem speed may be for you!
- Location
-
- Location
- Cam
- Reviewing
- Virgin Media
- Date
- 2014-02-23
- Comments
-
Terrible.
Our speed gets throttled down to about 0.3mbs randomly. Our hub/connection drops five times a day. And to top it all off when you download a big file like a game or two from Steam you get throttled down to a stupid degree.
60mbs? That is the funniest joke i've heard from virgin in a while.
Credit where it's due though their customer servies really are good so props to them.
- Location
-
- Location
- Paisley
- Reviewing
- Virgin Media
- Date
- 2023-05-31
- Comments
-
I have been with Virgin Media for a few years and have stuck with them as I was pleased with the service and customer service.
Our internet has been terrible for ages. It is continually intermittent and even our TiVo box rarely connects to the internet. The family are relying on 4G.
I have reported it and, I had a terrible chat with an assistant who kept insisting that everything was fine who cut me off in mid flow. I called them again and assistant no 2 said we had too many devices using the internet. We shut some devices down, but no improvement. Even when only one person is in the house, it is intermittent.
I have gone through the hoops online. It is mental - you phone about a problem and they send a link to find help - a link for an internet that does not work!
This morning, after resetting the router, I tried the automated chat - took ages as the internet kept cutting out. Was told to continue conversation on Whatsapp. I got a message, sent a reply 2 mins later and have had no reply from Virgin Media.
I see that this seems to be a common situation with other Virgin Media customers. I don't want a generic reply about fish tanks affecting the signal - I want this to be fixed - the way it was for years until more recently.
I am paying for this abysmal service!! I am being robbed each month by Virgin Media. I will be charged a penalty to leave them. I am due a refund. Unless, there is a vast improvement,I will never use them again.
- Location
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