4,684 Customer Reviews over 118 pages
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- Location
- Reviewing
- Virgin Media
- Date
- 2018-12-05
- Comments
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Cancelling with virgin is a nightmare!
- Location
-
- Location
- Kettering
- Reviewing
- Virgin Media
- Date
- 2015-02-18
- Comments
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Will never use Virgin again. TV and broadband dow regularly - just becuase it's intermittant doesn't make it ok! Biggest waste of money - save yourself a headache and pay a few extra pounds and go with Sky! I;ve tried complaining but they don't respond.
- Location
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- Location
- West Yorkshire
- Reviewing
- Virgin Media
- Date
- 2017-04-21
- Comments
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Sqeezed on extra charges, cut off when speaking to Custemer services. Lied to staff on phone lines acted in spite. Loss of connection. Given freebie then charged. Promised Taylor made packeges do not get it charged twice for a phone line I cannot use total phone line charge I cannot use is £28 charged for two film channels I was given free for loss of broadband got charged £21. Total price of my monthly package was £91 A MONTH tried to sort this over several months was told THATS CHEAP IN COMPARISON TO OTHERS I called virgin lists I was told to not say that or I'd be cut off and to top it off tv signal keeps going so no connection and one more thing Richard Branson no longer own the buisness the shop in my home town told me this when I called in to sort out this rubbish so called package I have with virgin by the way the shop is just a smiling advert they said they could not help me either in the end I threatened training standards ombudsmen were unless this is not sorted fully I will continue to go through with as I have all proof I need to show trading standards how I have been lied to
- Location
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- Location
- Croydon
- Reviewing
- Virgin Media
- Date
- 2018-08-10
- Comments
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Beware of their scam when you call up to leave as they will ask why as they will try to offer you a too good to be true discount for 6 months, say they will confirm the offer in an email but they have done is enter you into another 12 month contract which if you try to leave after 6 months they will charge you an exit fee of £200.
I find it strange when throughout your time at Virgin whenever you call up with technical problems you get put through to some place in the Philippines or Singapore but when you select the option to leave you get put through to the articulate British sounding clever dick who blames you for not reading your emails that do differ from the sales schpiel that was used to lure you into another contract. I was always lead to believe a contract was something you verified or signed. I checked my email and could not find it and they said I am at fault if I deleted it.
So warning to you all if you want to leave then leave do not accept any offers as they are hidden extended contracts. The service is terrible
- Location
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- Location
- Harrogate
- Reviewing
- Virgin Media
- Date
- 2019-02-28
- Comments
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Been with virgin media over 2 years now and I can't fault them...I've only had problems with internet twice and both times they sent an engineer out to me within 24 hours in fact this last time I rang them at 10pm last night and without hesitation engineer will b sent to you 2moro between 8 am and 12 pm...problem solved within 14 hours....never ever had that with sky I used to beg for an engineer as broadband terrible but they always refused....so big shout out to virgin...credit where it's due and thankyou for your prompt efficient service
Tracy webb
- Location
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- Location
- London SE22
- Reviewing
- Virgin Media
- Date
- 2022-04-09
- Comments
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Once they have you, they do not want to let you go!
VM Broadband was OK, but expensive and were slow to deal with problems. However the problems really started when I tried to leave. VM’s strapline is “stay connected” and now I know what that means. Website does not have a leave route, no email, and no pickup even on the phone. Ended up writing to their Head Office three times, and then just stopped payments. I went to the small claims court who agreed in my favour, and still VM have not paid the amount the court agreed, I think they assume they are big enough to ignore a court.
I am not the first, and probably not the last, Trust Pilot have 61% “bad” scores for Virgin Media, so I would strongly recommend you go somewhere else.
- Location
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- Location
- Bradford
- Reviewing
- Virgin Media
- Date
- 2016-08-08
- Comments
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I have been with virgin media since 2009, paying for the top premium fastest package, and for the past 2 years their service, the speed, the broadband quality has gone way down. I used to get speeds of nearly 100Mbps and for the past year it has dwindled to less than 10Mbps at busy times. Over this weekend it went down to less than 2Mbps. I have never seen it so bad. Virgin's network is clearly overloaded. They cannot guranatee you anything. It is all a lie. Don't bother paying for something they cannot deliver. They will tell you fibs when you complain. Avoid. Avoid. Avoid.
- Location
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2021-02-08
- Comments
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I called Virgin almost every day to try and tell them that I wanted to leave them. Usually I was on hold for over 30 minutes before getting cut off. When I finally did manage to speak to someone they cut me off twice in a row. They then try and tell me that I have to wait for 30 days to cancel my contract. Be warned - it is virtually impossible to reach them if you need anything.
- Location
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- Location
- Dudley
- Reviewing
- Virgin Media
- Date
- 2018-07-22
- Comments
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Poor
I have wrong a number of times now
Sometimes the staff l s0eak to are so difficult to understand that I feel it is a waste of time even bothering to ring ,has I am sure they have a set speech to try and put you off
I was advised todo a speed test (I’m on the 200mbps package) I have had readings of 0.27 to 50 mbps
I have to be sat next to the box to get 50
I live in a small bungalow and the maximum distance I need is approx 10 metres at the most from the box
I will be moving , so frustrated with the response,attitude
Is sky any good ????
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2011-05-04
- Comments
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The broadband speed is ok and it works fine. But the customer service is awful. If you have any problem with the service they are going to take weeks to solve it. The people of the call centre they cannot help you because they do not understand anything about the service. In conclusion, do not contract virgin if you want to be well treat.
- Location
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- Location
- EN8
- Reviewing
- Virgin Media
- Date
- 2016-10-04
- Comments
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Connection of a derailed train, customer services that take 45 minutes and up to answer, overseas call centres with conflicting information, the promise of a better service by the end of the month which hasn't happened and a letter advising a rise £2.99 per month on the bill ... not recommended, the service has not been in place more than a few months, has poor service and not even 6 months later there is a price increase of £2.99.
- Location
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- Location
- Chesterfield
- Reviewing
- Virgin Media
- Date
- 2022-10-19
- Location
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- Location
- Cheshunt
- Reviewing
- Virgin Media
- Date
- 2016-09-14
- Comments
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Our Virgin Broadband drops every two minutes. This has been for the last two months and its getting worse. Customer services just tried to sell us a new box. Technical advised: to many wifi devices (we are hardwired), they need to re-route our box (but nothing changed, they are carrying out works and shall be finished by the end of the month!!!! (but that is clearly a lie since in the next sentence they advised they have an application in with the local authority and waiting to hear back. So technical department lies to you, service is rubbish and customer complaints have not answered their phone in 45 minutes.
- Location
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- Location
- Enfield
- Reviewing
- Virgin Media
- Date
- 2015-07-13
- Comments
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I deal with Virgin Business lines and have it as home.
It is awful for both, delivery times are terrible, service is terrible and they are no longer cost effective any more =(. All round terrible for the last 4 years and getting even worse.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-09-21
- Comments
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Honestly the worst customer service I've ever experienced. They sign you up for things you don't ask for, mess up your bills, break your online account so you can't even log in to see whats going on (they somehow had me removed from their system telling me I didnt have a service with VirginMedia anymore despite taking money from me and providing internet). This is made worse by the fact that YOU SIMPLY CANT GET THROUGH TO ANY HUMAN ON THE PHONE. I've called on multiple days at all hours and consistenly get put on hold for over an hour before it hangs up on me. Avoid these charlatans at all cost.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2016-11-25
- Comments
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The worst customer service I've ever encountered.
Was missold broadband - waited weeks for an install date, had everything installed, then turned out the service wasn't even available in the area. Tried to cancel and was repeatedly told 'Just be patient and we will deliver, maybe 2-6 months'. Still have not been cancelled after being told that no one is able to cancel and that you will be phoned back immediately.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-20
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
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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
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-01-14
- Comments
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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
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- Location
- Shrewsbury
- Reviewing
- Virgin Media
- Date
- 2024-01-21
- Comments
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I had a terrible experience with VM.
I recently moved to a new house. I opted for their service and I got very disappointed. I couldn’t reach out to their customer service and I send the cancellation form and kit to the address on the econtract I had with them(which was sent to my mail). I am being forced to pay for the service that I never used. Also I was told their kit was not received on the same address that was given to me. I would not recommend them to anyone. Their services are wack, human resource department and customer service is really terrible. I was told I would be reported for debt and they spoil my credit score. I would be forced to pay for it. I didn’t use the service at all. The kits wasn’t even opened before I rang for cancellation. Some of their customer service representatives have very poor human relation and terrible speaking and understanding skills. Please, I will encourage anyone to go for better broadband service who will put your priority first and ensure you have the value for your money.
If there is zero rating that is what I would’ve given for the terrible experience I have/am having with them.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2016-02-15
- Comments
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Would never ever recommmand virgin broadband, i wonder if its legal to take the payments and do nothing to fix a service. I have to pay for cancelling too. This is not legal at all, if they want me to keep the contract, they have to keep it too, they are lying me since months( im sure its not the advisors fault, it comes probably from a fat stupid manager, whos sitting behind their desk and grabs all my free money. Im very angry and if it wont be fixed until their current promise, the 9th of march, ill get a lawyer... Why should i pay for something i do not get? NO BROADBAND ON WEEKENDS AND EACH EVENING. Fed up with all of you.
- Location
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- Location
- CHICHESTER
- Reviewing
- Virgin Media
- Date
- 2017-09-23
- Comments
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We have fibre virtually to the front door so I thought I'd take advantage of the new service although I already have good stable broadband wit BT which offers the same upload speed of 10Mbps bu Virgin offered a cheaper deal with 100mbps downlaod. I jumped in with both feet and ordered a package subject to survey.
I assumed it would work fine was connected and dd not thik to chck this site but anyhow thankfully I did not get that far.
I decided I anted a different package to that which i had ordered and could not get through to the sales team who had provided me with a drect dial nmber. Left 6 messages. No call returned.
Tried another route and called 'Customer Service" ...
"if the number you are calling from is your Virgin number press 1 if not press 2" Only problem is even option 2 takes you to the next step whch is to ask for your virgin phone number. So round and round you go.
Tried calling Sales who put me throug to somebody ho told me it was my fault as should have ccalled using my mobile number as that as the number they had registered with them. "But I awnt to cllusing my landline as my mobile does not work so well at home".
She then told me it was also my fault as I was not yet a customer so should not be calling Customer Service. "But I have a Virgin account number and I have ordered an installation" I reminded her. She then reminded me I should only call them from my mobile anyway. By now I was frustrated and realised it was not the package I wanted to change but to cancel the instllation altogether.
She did not like my tone, told me I had been 'funny" with her from the outset (it had taken me over an hour to get t speak to somebody I had already explained). I asked her to please put m through to the people who would cancel my order. She was extremely snotty.
Finally get through to the deprtment who asked me why I wantd to cancel. I explained the terrible atitude and service of Customer Service" had put me off.
- Location
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- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2020-08-07
- Comments
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The customer service does not listen to me even after making almost 15 phone calls, each time when I get through, they will not listen to the problem but will ask all personal details and passwords etc only to be told that they cannot help me and then they will either place me on hold or say they have to transfer me to another team and leave me on hold for hours. I got so fed-up that I decided to cancel the contract and the same issue continued with every phone call i made with a futile attempt to cancel. It was a terrible terrible experience with a full one working day lost in addition to other days where I lost hours of time trying to contact them.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2016-11-11
- Comments
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Been a customer for a few years now and when moved houses earlier this year I was going to take the service with me. That is when all started.
Let me just say that the service was never great anyway and customer service always, ALWAYS let me down.
After they took nearly a month to without giving me a installation date I went for another service and cancelled with virgin. 3 months after, several calls made saying I cancelled (they keep me sending a contract to sign etc etc) today I get a message saying that my installation date is next week. They are so not organised and every operator I speak to say that they sorted it out and it is now cancelled..... until another email or text message asking me to confirm something, or sign a contract blah blah blah. Just stop it would you?
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2017-01-04
- Comments
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One issue after another, invariably messed up because of bad communication within the company. Latest: call-centre chap refused to answer my question until he kept me with lies of "security questions" for 10 minutes. The answer was: "It's not a Virgin Media issue, it's an Microsoft issue." The blatant abuse of the customer's dependency is shameful.
- Location
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- Location
- Basingstoke
- Reviewing
- Virgin Media
- Date
- 2018-09-19
- Comments
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I’ve had virgin media for over 1 year now. I was getting intermittent problem now and then but never really paid attention. BUT for over 2 weeks now internet hasn’t been working at all. Everytime we call virgin media they gave told us it will work tomorrow. Everyday for over 2 weeks we’ve been promised that it will work tomorrow. We’ve had enough so now we have cancelled our internet with them. Even so we have to give 1 month notice for what? No internet. Vigirn media haa been very disappointing! I would not recommend virgin media to anyone!
- Location
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- Location
- Northolt
- Reviewing
- Virgin Media
- Date
- 2021-12-24
- Comments
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Speed is good when it works.
I have no internet way too often. When working from home during this pandemic it doesn't help at all when the internet cuts off during meetings or first thing in the morning when I am trying to log on and work.
Finally had enough with virgin media will leave once my contract is up.
In addition to that the customer service from them is the worst i have ever experienced.
- Location
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- Location
- Cambridge
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
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I'm simply disgusted with the service. Before I had the 50mbps fibre but I was only getting about 8-9mbps and then I had to pay more to upgrade to the 10mbps package. They did nothing attheor end to try fix my service. Their get out jail card is based on you getting 'UP TO' 50mbps. Luckliy by street fibre optics were recently upgraded by the council so I do get more speed now. However, my router needs to be reset 2-3 times a day. I frequently lose connect and have to reboot the router. I have tried to contact Virgin, but it is virtually impossible. DO NOT SWITCH TO VIRGIN.
- Location
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- Location
- Folkestone
- Reviewing
- Virgin Media
- Date
- 2017-02-11
- Location
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- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2017-06-13
- Location
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- Location
- Southmead
- Reviewing
- Virgin Media
- Date
- 2014-10-18
- Comments
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Where do I start...I've always been a Sky customer but since we heard that Virgin is so much better, we ordered the Big Kahuna bundle and noticed that we don't have most channels and we just got it a month go. Called them, spent hours and days trying to figure it out. Next day, woke up to no internet or tv service. Called again, they had sent the bill to the wrong person and accused us of not paying even when we explained that we had not received a bill (although what did I pay these 130 pounds for if I got the wrong bundle and altogether maybe 25 channels out of 250 promised and internet that comes and goes). And it's been a month now and still, absoulutely nothing.Internet comes and goes and all they want is money and more money for service they do not provide. Stear clear from Virgin, Sky all the way. Customer service is not the worst but no one has apologised or anything.
Very poor.
- Location
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- Location
- bham
- Reviewing
- Virgin Media
- Date
- 2018-07-12
- Comments
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The last time I called was to cancel as the prices shot up and the offer they gave me was not suitable. The guy I spoke to was the most rudest arrogant person I have ever spoken to in my life, he seriously should not be working in customer services if he does not have any manners or people skills. I would make a complaint but I know either nothing will get done or he will get a minor telling off. Wouldn’t stay with the company if they’ve offered me the services for free now after the way I was spoken to. Being spoken to with respect and politeness has a big impact on your customers!!! Never ever returning to virgin media again.
- Location
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- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2022-12-19
- Comments
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I have been a long term customer of virgin media, approximately 15 years and have noticed a decline in their service over the years. My contract has now come to an end and the upgrade prices are ridiculous. New customers get better deals which clearly shows there is no such thing as loyalty. I also keep receiving text messages with a deal on, when I call up for this deal they can’t honour it. You also get promised call backs which I’ve never received. Literally no way to try and get a resolution. An absolute disgrace of a company with extremely poor communication skills.
- Location
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- Location
- Oxfor
- Reviewing
- Virgin Media
- Date
- 2019-10-22
- Comments
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I have had an account with VM for more than 10 years. Over that time, but particularly in the last couple of years, the service and broadband speed and reliability has deteriorated to the point where I have decided to switch supplier.
- Location
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- Location
- Hertfordshire
- Reviewing
- Virgin Media
- Date
- 2014-11-25
- Location
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- Location
- Dublin
- Reviewing
- Virgin Media
- Date
- 2016-07-20
- Comments
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Avoid at all costs!
Bad & slow internet and they will change your monthly plan without even asking.
I got charged €80 instead of €37 saying I was on a promotion plan.I called and cancelled, 2 weeks later I call again and check and I find out I have to send an email and I am stuck for another 30 days with them.
I just stopped the direct debit.
AVOID AVOID AVOID
- Location
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- Location
- Leicester
- Reviewing
- Virgin Media
- Date
- 2016-02-03
- Comments
-
Don't get the money back if u refer a friend - customer service don't care- finally left after nearly 20 years - bills wrong too always increasing
- Location
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- Location
- Aylesbury
- Reviewing
- Virgin Media
- Date
- 2012-10-01
- Comments
-
Hi There,
I had Virgin super-fast broadband installed last September. The ensuing months were a litanty of stress for me:
*Intermittant service, I twice received refunds for lousy connections and intermiitant service
*No fixed IP- my own website could not be accessed via the Virgin service
*Virgin support told me that my inability to view my own site was because of bad html coding!
*Sometimes days without any connection- apprently a problem at the exchange.
*Customer service no help- tried to blame me
*Upon cancelling the account I never received a final bill. The first I heard of this was from a debt collection agency (BPO) threatening legal action.
*Since terminating my virgin account I receive weekly junk mail from them boasting about their wonderful service- a waste of paper since I now know better.
Since I changed provider- the new service is fast, reliable and I've had no trouble. Interestly when a virgin employee came to collect their router he told me that many had similar expereinces and they he himself changed to BT!
All in all a lousy service- I've lost all respect for Stephen Fry for appearing on their adverts- obviously money will make him say anything. My advice to potential customers- stay away from Virgin! The worst cusomter experience I had ever had.
Sincerely
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2014-12-18
- Comments
-
I have been with Virgin Media for many years, enduring constant poor non existent customer service, interrupted internet service, periodic loss of telephone and television service.
It is now 18-12-2015 8:30pm and my entire street (Virgin Media customers only) have been without television and internet for 48 hours. I have been told by Virgin's so called customer care team that it will be another 17 hours before any further updates will be given. The issue is simply due to the upgrades occurring in the area therefore it will benefit me in the long run.
My only internet access is now through that which is provided by my mobile phone company.
I do not know how companies like virgin get away with providing such poor service to their customers. It is wholly unacceptable. Although it means little to them, I have now terminated my contract with Virgin. I now look forward to when my 30 day notice period is at an end.
If more customers walked away from Virgin due to their poor service and uncaring customer service team perhaps then we will see Virgin making marked improvements.
For now as long as customers suffer in silence and pay their hard earned cash for a less than adequate service, Virgin will continue to be insensitive to their customers and treat them with total disregard.
- Location
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- Location
- Sw london
- Reviewing
- Virgin Media
- Date
- 2017-01-29
- Comments
-
Hardly ever worked, there was a fault on the broadband for 4 months, then worked for a few weeks but the signal was weak and guess what....no internet again today because there is another fault. They don't notify you when there is a fault either in the hope you don't notice and they can fully charge you got a service they don't provide.
You are better off with another provider...
- 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.