4,684 Customer Reviews over 118 pages
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- Location
- Warwick
- Reviewing
- Virgin Media
- Date
- 2019-12-21
- Comments
-
I had only bad experiences with Virgin Media, from start to finish:
1. Sales: I called Virgin Media to get broadband. The guy was on a Monday morning mood, could barely understand what he was saying, he made no effort to speak clearly, instead he started shouting in the phone thinking that might help. He gave me broadband and mobile in a bundle which was good as I wanted
mobile as well, but thinking of getting it from EE. We arrange for service installation on day x between 13.00 - 18.00.
2. I see one day that there is a cable lump coming out of the ground on my patio in front of the house. The patio looked messy, I could see that too. No one told me anything about this, so I thought it might be the council doing whatever works in the area. Really poor communication from Virgin.
3. Day x comes and the technician gives me a call at 12.00 saying he will be at my property in 10 min. I say I'm away as I made plans for the morning and will be there just before 13.00 when the allocated slot for installation should begin. The guy shouts at me in the phone and says if I'm not there at 12.30 he will leave the property and mark this as a missed appoitment. Then hangs up on me. I had to rush through traffic as I was away on a course in Birmingham.
Finally got home at 12.45 and saw the guy already drilled 3 holes in the house and mounted an outside box. All these without my approval and in my absence.
I immediately stop him from progressing the work as it is a rented house and didn't have landlords approval. He immediately starts moaning that I am wasting his time and that I should've get the landlords agreement before hand. I say you're wasting my time as it is before 13.00 and in theory this is my time. I say I didn't know we had to drill holes etc as no one told me what the installation involves. I thought it will use the existing infrastructure in the house,
i.e. just swap the existing router from Vodafone with the Virgin Media one and set that up. The guy keeps sucking his teeth and moaning about the waste of time. At 13.00 he leaves saying he won't waste anymore of his time on me. How rude! He made such a big deal of his time, that he actually screwed everything up and left
at 13.00 when the allocated slot was starting. I wanted to mention it to him, the fact that before 13.00 is actually my time, but I was afraid the guy will snap and start being violent. So I left it there.
4. Later on a lady from the pre-install team calls asking what happenned. I tell her the story and then say I would like to cancel my services as I didn't appreciate the technicians behaviour. She insists I should carry on with the installation and asked for an installation date. In the mean time I went to the agency down town to talk to the letting agent about this as they weren't answering the phone. They said it's ok to install and the landlord is happy with that.
I informed the lady about this, but said I wouldn't be able to be available for the installation soon, so I'll go to a different supplier anyway who will post the router through the letter box for me to install it myself. She kept insisting I should go forward with installation. She put so much pressure on me and also started making me feel bad for not finishing the installation saying they went to such great lenghts to get another installation date for me. I realised the abuse and signed out saying I definitely don't want to go for Virgin Media services anymore.
Now they ring me every day to ask me to install the services and every day I say no. I'll have to bar the caller at some point as this can't continue like this.
Really abusive people. I would like to get in touch with a regulatory authority to mention this as I don't think this is good behaviour. I actually think it's abusive!!! If anyone is aware of this kind of authority please leave a comment to the review.
- Location
-
- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2017-08-04
- Comments
-
Crap each month the bill should be £34 pound so we get a bill one month £64 then next month £94 pound we only have a land line and intErnest we pay every month it's unbelievable never will I go with this company again when contract is up
- Location
-
- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2016-10-29
- Comments
-
I was persuaded to upgrade my virgin package when I moved house 12 months ago on the basis that they would give me a discount for 12 months to cover the upgrade, and after 12 months I could cancel the upgrade. Now the 12 months is up and I can't cancel the upgrade. Virgin do not permit free TV which is what I had before. To cancel the upgrade I have to enter into another contract which will tie me up for another 12 months. The broadband is also nowhere near the level claimed and trying to use the virgin site is a nightmare because of all the buffering. I have just spent an hour, 14:06 to 15:07, on the phone getting nowhere (most of that hour was on hold). The call was free but I won't get my hour back. I would email virgin but I can't find an email contact address or a complaints procedure. I have been misled and I'm now met with indifference.
- Location
-
- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2014-06-29
- Comments
-
Avoid Virgin Media at all cost! Absolutely rubbish quality of service, totally unreliable. I lose connection to internet dozens time a time. Several times a week there is no internet for no obvious reasons, I have to stop work and wait till I get it back (apparently no point in calling them - just a waste of money on telephone calls). Wireless router is rubbish: I can have internet only in one room where the router is located, if I move my laptop to another room there will be no internet. Very often my laptop can "see" all of my neighbours' wireless networks with good quality of signal but not my own!
My friend had to ask for a router replacement 3 times. Only the third one was able to provide a decent quality of signal. But what is the most shocking is that they PUT A DEFAULT ON HIS CREDIT FILE FOR ONE LATE PAYMENT! They have not sent him any default warning letters (as required by law). He missed a payment, paid full amount later but now has a default on his credit file - unable to get any credit, can't get a loan, can't get a mortgage. And will be unable to get any credit for the next 6 years before this default disappears from his credit file! Avoid unless you want to take a serious risk! One late payment and your credit history is ruined!
- Location
-
- Location
- warwickshire
- Reviewing
- Virgin Media
- Date
- 2009-11-23
- Comments
-
supposed to be 20meg download, have not reached that yet in 2 years, very poor ..
- Location
-
- Location
- Warwickshire
- Reviewing
- Virgin Media
- Date
- 2016-10-12
- Comments
-
CV32 I have had a painfully slow connection for a week although my broadband test says 160 mb download speed. An engineer I spoke to says that this is a random problem throughout Warwickshire. Have spoken to Virgin (in India, mainly) and was told that there was no problem in this area despite the engineer that came out to me saying there was. When I pointed this out i was transferred to customer services who eventually confirmed that there was a problem. They transferred me to engineers, again in India, the first of whom was unintelligible so transferred to a manager. He says that they are replacing cable and it will be done by Saturday.
Up 'til now Virgin have been good but 4 days to get an engineer out and another week to fix Broadband (if they manage to) together with being blatantly lied to and the inability to speak to anyone in the UK leads me to believe that Virgin's management in the `UK is falling to bits.
- Location
-
- Location
- Washington
- Reviewing
- Virgin Media
- Date
- 2009-09-23
- Comments
-
Enquired re slow optical speed. Received a very lenghty email asking me to do various tests including entering DOS. Unbelievable !!! Sent a Email back expressing my disbelief but unsurprisingly I have not received a reply.
- Location
-
- Location
- Washington
- Reviewing
- Virgin Media
- Date
- 2010-04-07
- Comments
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Started off fine (around three years ago) but has since deteriorated to a service with constant outages and, at times, snail pace connection speeds (0.5 meg on todays test). With a call centre in Bombay, it all adds up to one very unsatisfied customer - if it hadn't have been for the cable TV package (which IS good), would have changed months ago.
- Location
-
- Location
- Waterloo , Merseyside
- Reviewing
- Virgin Media
- Date
- 2021-04-05
- Comments
-
I’ve been getting ripped off for yrs by virgin broadband , they kept me on a leash by promising me it’s going to get better very soon , it’s never worked properly and is the tortoise of the broadband world, but besides that they have been charging me differing amounts on my monthly bills for no reason, I’ve only noticed recently because it jumped from £29.50 to £37.94. Then £37.46 - £46.46 , when I’ve looked back at my bank account they been charging me up to £77 a month for broadband , please everyone check your accounts, I’ve never noticed because of them sending my bills by email which I’ve always had trouble looking at due to poor broadband from them, is this why , so they can charge you whatever they want and you can’t check , my advice would be to ditch virgin all together,
- Location
-
- Location
- Waterlooville
- Reviewing
- Virgin Media
- Date
- 2019-04-12
- Comments
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Have reported poor wifi speed a few times, feel
like I am banging my head against the wall. I have been told it is a problem internally, this is bull, if you turn the wifi box off for 10 seconds and then on again it starts working. Virgin Media have caused the problems by renewing the Green box at the end of the road and this is not being addressed. Broadband use to be good and reliable before thrreplacement of this connection unit. Sort out you poor internet speeds Virgin, they are not consistently what I am being charged for. On the verge of binning them off for Sky, no BT line connected to my property is making this difficult.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2015-08-05
- Comments
-
I have been very disappointed with the servic3 from virgin media. From start to finish it has been a complete fiasco. We have not got the package we signed ip for, our phone number was not transferred correctly and wedo not have all the sports channels that we were toldwe would have. A total shambles they did not even have any idea of the package we had or length of contract!!!
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-12-18
- Comments
-
Worst broadband service with worst customer service. In addition to that, they are sneaky with their pricing. They gave us 18 month contract where promotional period ran out in the 10th month. Obviously this was in the fine print and we’re now paying double price on broadband. Tried to cancel but won’t let us know unless we pay 300 quid.
In the last few months, broadband has been out of service at least half a dozen time and it’s frustrating for my wife who works from home. Never again shady Virgin.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2018-04-19
- Comments
-
Had Virgin Broadband for just under a year and have lost count how many times I lose service. Usually it's an area fault and they can take anywhere between an hour and most of the day to fix it, meaning there must be hundreds, if not thousands of people in my area who suffer the same problem.
A couple of days ago the same thing happened although, according to Virgin, it was just me and they did tests from their end and couldn't find anything wrong. They said an engineer would have to come to me and the earliest they could get one to me was in three days time!
I work from home and am heavily reliant on the internet. Three days could have cost me my business.
Fortunately, it started working again on it's own, although that perhaps makes it more worrying as if Virgin didn't know what the problem was and didn't fix it, it's something that could easily happen again.
Unfortunately, Virgin are the only company that provides a broadband service to my building, so I don't have the option of going elsewhere. I had EE for what must have been at least 7 or 8 years, before I moved here and I never had a loss of service in that time.
Their "customer service" also leaves a lot to be desired. I must have been passed around 6 or 7 departments while trying to get it sorted, left hanging on for several minutes, several times and the attitude of most of the people I spoke to was unhelpful to say the least.
I get why people would have Virgin if, like me, they have no choice but if there is any other option - get it!!!
- Location
-
- Location
- watford
- Reviewing
- Virgin Media
- Date
- 2018-01-12
- Comments
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every single day after 9.30pm speed drop.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2017-06-20
- Comments
-
There is nothing Virgin Media can't screw up.
From sims cards sent to the wrong address, to incorrect bills, to reneging on price deals within weeks after making them.
They've moved most of the customer service team abroad. I wouldn't have a problem with that, but they don't appear to have trained them properly.
You'll only speak to someone based in the UK if you try to disconnect. Although don't expect that to go smoothly either - because they even managed to mess that up too!
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2019-12-20
- Comments
-
I was sold broadband by Virgin Media with the premise of "up to 100Mbps speed". Whenever measured the speed never exceeded 19Mbps. Then I paid more for an improved speed. This time I was offered "up to 200Mbps speed". Again whenever measured the speed never exceeded 70Mbps. What does "up to 200Mbps speed" really mean? It means anywhere between 0 and 200Mbps! Now I am with an honest provider who promise a guaranteed minimum speed (not 0) and they certainly honour their pledge. Virgin Media are a bunch of cheating liars thieving the public. In fact they deserve no stars at all.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2017-09-13
- Comments
-
Not Fit For Purpose !
Virgin media is without a doubt the worst ISP I have come across since the dial up days. They are in short breaching regulations daily with knowingly selling faulty services to customers which is ongoing at the moment. If your considering their service ask about the known fault affecting all static IP customers and ask when it will be resolved. The answer undoubtedly is they do not know which I have been quoted for over 40 days.
Here are the other items which are deceiving in their contracts and sales pitch.
1. Its 24 working hours SLA not 24 hours even if you are a 24/7 company from the point of the fault…. This is actually 3 days of potential complete service loss as quoted from helpdesk engineer on 13/09/2017
2. They are presently selling business service at 300Mb when they are universally aware of an ongoing issue with providing static IPs resulting in a 90% degrade in service. They will be quite happy to offer you 50% off your bill if you raise this with htem for a 90% loss of service though. Clearly, they are as bad at mathematics as they are at providing an internet service.
3. If you are fortunate enough to be online then in short you will be lucky to see 20% of the speed which they quote you on the sales pitch. With that in mind why not ask them when you call what guarantee of service speed they have. The answer to this is none so in effect you can be paying for 300 and getting 10 and won’t be able to get out of the contract.
4. Their Ts and Cs avoid any liability beyond the cost of the package so indemnity and loss of earnings is not covered. They are in fact directly waived in the contract which any company worth its weight would not have to put in a contract in the first place.
4. If you are fortunate enough to get through to the helpdesk (be prepared for upwards of 25 mins on hold) you will be even more fortunate to not be disconnected when trying to raise a fault or complaint. I was disconnected for 2 solid hours each time I tried to reach complaints repartment to have my issue resolved.
In short, their service is shambolic, we have been hard down 3 times in the first month. Their staff are inept at dealing with even the most basic of issues and their contact is basically to tie you in as they are as per above openly aware they have massive network issues. Really this is actually beyond the requirement for the regulator, knowingly selling faulty goods or services is actually fraud in my opinion.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-06-30
- Comments
-
Absolutely Awful service I am paying double what I paid my previous provider for the same speed. The first month I had no service for 48 hours meaning I couldnt work. Their customer service is appalling - refused any compensation payment and sent robot replies to my complaint.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
-
Absolutely terrible (that's the polite word) company. The worst broadband provider I've been with.
They have the worse customer service team who only follow an on screen process.
I have been without internet for 2 weeks, I have had 3 technician visits, all of which I have had to wait at least 48hours when making the appointment for, and each one of them have turned up late without any notice to us on their whereabouts.
Each technician tries to resolve the problem, says it is fixed, does not wait around to check as I requested, 15mins later the same interenet issues start to happen. I then wait hours to get in touch with the call centre who then spend hours trying to identify my account, and check the router from their location.
They have bene absolutely useless at resolving the problem and make it a prioetiy, each time I call the call centre worker acts as if this is a new issue, I have been without internet for weeks this is not a standard case. And apparently there is no management to pass the case to.
I would say this is the worse customer service ever experienced, they have lost my business and will continue to lose more.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2018-06-07
- Comments
-
Worst broadband service in the UK. Please don't be fooled by the high speed that they are advertising. It's like having an high speed train on an old track. The service has been unreliable from day 1 and this issue has continued constantly. There is always network problems. Can't wait for my contract to end. Never had an issue with BT broadband so I'm very sorry that I switched to Virgin.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2015-09-27
- Comments
-
Virgin has been excellent for us. Very very reliable: very quick broadband and when I have had to use customer service they have been good and helpful.
We were with Sky who were appalling. My only criticism is the price.....what was a sensible £75 a month for TV, phone and internet has crept up to £97! Recommended if you can get the price right.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2016-08-28
- Comments
-
Signed up for their top tv package in April 2016 (didn't sign up for broadband). We are now at the end of August and the monthly cost of my tv package has been increased twice! So in just over four months since signing up, my bill is now 7.25% higher. Who knows what it will be by the time my contract ends!
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2017-04-26
- Comments
-
Absolutely pathetic and unethical service. They carry out works without even informing the customers. No one is ready to listen and absolutely illiterate customer service reps. Even the technical engineers don't know any solution except restarting the router ! Will never ever subscribe to Virgin Media and would advice others to stay away from this scam.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2021-01-12
- Comments
-
Virgin media do not deliver the service that I pay for (108Mb); I achieve half or even less than that. Speeds averaging 39.7 over the past 7 days. Currently monitoring broadband speed.
- Location
-
- Location
- Watford
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
-
The speed is getting slower by time, the Wi-Fi barely gets to next room, for customers service you have to wait a lot of time on the phone and you need to be careful, because after the one year contract, the bill will double.
- Location
-
- Location
- Waverley
- Reviewing
- Virgin Media
- Date
- 2016-11-19
- Comments
-
The worst company I have every had the pleasure in dealing with
Rude incompantant staff who have no idea what they are doing. Please don't be fooled but the "we record all phone calls" as only 1 in about 100 are recorded!
- Location
-
- Location
- Wednesbury, West Midlands
- Reviewing
- Virgin Media
- Date
- 2009-08-18
- Comments
-
I have been with Virgin Media now for Broadband since approximately June 09, and so far my experiences have been to the highest quality. The service was fitted and within 1 hour the Broadband connection was running at top speed, hitting a speed test of 9.76Mbps constant for the following hours. The only problem I have ever had with the service was for approximately 10 minutes when I had a speed decrease to 3.24Mbps, this was due to a hardware malfunction and nothing to do with the connection.
- Location
-
- Location
- Wellingborough
- Reviewing
- Virgin Media
- Date
- 2023-11-27
- Comments
-
No stars NEVER EVER get Virgin broadband, tv and phone package. We had it fitted on 11th October, had no phone for two weeks , engineer comes 2 weeks later can't sort it , next morning no devices whatsoever. Few days later they put the internet back on still no phone or TV. Eventually over 4 weeks later we get TV, 2 days after that we get the phone with a temporary number ( not so temporary as we still have it ,) in the meantime we are sent several new contracts , why ? We don't want a new contact we just want our original one honoured. Then we get a bill 3 X what we were quoted! So today we made our 24th phone call which took over an hour and a half and are no further forward. To say we are pissed off , angry , frustrated and at the point of pulling out hair out is an understatement.
The virgin product when working is great but the customer service from them is an absolute abomination.
- Location
-
- Location
- Wellingborough
- Reviewing
- Virgin Media
- Date
- 2020-05-10
- Comments
-
Virgin Media is rather Not Giving Media. The internet speed is shocking they offer up to 100mb if I get up to 20Mb that is it.Their prices are way too high for the quality and speed you gain. Dissatisfied unfortunately.
- Location
-
- Location
- Welwyn garden city
- Reviewing
- Virgin Media
- Date
- 2018-11-22
- Comments
-
Keeps freezing dropping and crashes pc and mobile
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Virgin Media
- Date
- 2017-05-17
- Comments
-
they don't care about the service, they care only about money, they offer you something but they charge lots more for no reason
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Virgin Media
- Date
- 2016-12-20
- Comments
-
I have generally been satisfied with the internet and TV, but recently I was persuaded to update my package and signed a 12 month contract for £71.48. About only 3 weeks later they increased the cost to £74.97. Surely having signed a contract to supply a service for a certain cost, it is completely unethical to suddenly change it. On complaining, I was told by a very aggressive person that the t and cs allowed them to do that. I cannot find anything that does. I asked to speak to her manager who was supposed to call me back within 4 hours and who of course failed to do so. I shall now go through the cumbersome complaints procedure that I think is designed to put people off complaining. But any one thinking of signing a contract with Virgin need to beware.
- Location
-
- Location
- Welwyn Garden City
- Reviewing
- Virgin Media
- Date
- 2023-12-31
- Comments
-
First few months no problems, 190-250mbps and around 20-40mbps upload which is what i'm paying for. After a few months it went bad. 200-700 ping on fortnite, 75mbps download and 5-10mbps upload. Overall **** broadband
- Location
-
- Location
- Welwyn Garden City, Herts
- Reviewing
- Virgin Media
- Date
- 2023-08-01
- Comments
-
Speed and reliability are fine... but as others here have said, their customer service is just atrocious. I would even say non-existent. I am in a Catch-22 position. I have forgotten my password and their supposed 'familiar expression' (or whatever their automated system calls it). Hence I cannot login. Hence there is no way for me to tell them that I do not want to renew my contract with them (price hike from £18/month to £44/month being the reason). So I have been forced to cancel my standing order. Oh... and of course you cannot email them!! The only way to contact them is via their website (password required - see above) or by phoning them - again PW required. I'm now looking for a company that actually employs human beings in their product support.
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2020-04-20
- Comments
-
I bought internet m350 fibre nearly 2 months and internet not working in the house. I spoked with costumer service few times for help but nothing changed. They promise engineer will come by appointment but nothing. Just lied! Worse service ever. But they happy with your money, that’s it!! Very careful!
- Location
-
- Location
- wembley
- Reviewing
- Virgin Media
- Date
- 2015-03-01
- Comments
-
This in london..Worst ever broadband. 4 breakdowns with in 14 days. Absolutly rubbish.. Had sky & o2 buy only had one or two times problem. Pay a premium but no service. avoid... Avoid... Avoid...
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2010-01-26
- Comments
-
3 years running with Virgin and my VPN RDP sessions time out due to extremely poor upload speeds. Lots of calls logged and no fixes from Virgin.
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2016-02-22
- Comments
-
Hi
I am quite surprised that VM don't have a higher rating. Every time we have had an issue VM have been brilliant. You see the quality of a company based on their ability to resolve problems. I had a problem and was about to leave VM - was really pleased the problem was resolved very well hence this review. Look at the speed offered by VM not one can match this - I know quality of service is more important and I must say on VM are good - could do better but in comparison I think are better then others my opinion
VM look to resolve a problem not get you to agree to make a payment for an engineer to visit. A company as large as VM will have things go wrong - from me experience they make every effort to resolve the problem. If they fail they don't hide behind the contract. Overall I would give them 5*
Well done VM keep up the good work
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2020-11-12
- Comments
-
Joined Virgin Media for the first time and they are great for internet speed but the customer service and fault support service is extremely poor.
Everytime i have tried to call the support line i have had to wait for over an 1 hour. Even if you managed to get hold of someone the phone would get disconnected and have to call in again and wait for another hour. It just nightmare to get support from them
- Location
-
- Location
- Wembley
- Reviewing
- Virgin Media
- Date
- 2019-11-02
- Comments
-
I have used VM for some time now. The only reason I am using them is because of their somewhat better connectivity or speed than others. They have an awful lot of failures, for example, their billing system is confusing, I am told that they do it purposely to bill the customers extra by generating different bills and bargaining on them with the customers. It is ridiculous that they increase their price in between the contract period even though during the signing of the contract they promise they would not, some customers service staff have no idea what they are talking about if you have any inquiries and for the same inquiry, you get different responses from the customer service and you feel you are scammed. Whenever I use other services, I never have this issue and the bills are transparent and straightforward and if there is any mistake they refund the money without you even asking. It is no wonder that their review is so bad. It is high time they improve if they want to provide quality service.
- 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.