4,684 Customer Reviews over 118 pages
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-10-13
- Comments
-
Customer service is horrible. Speed is OK nowadays, but sometimes it struggles with high ping times, which means that it take 2 seconds for the website to load even if you have 200Mbs speed.
They keep increasing price every 6 months by 3-5 pounds even if you have a contract, so kind of like a trap.
Also if you have downtime service you need to call 3-4 times to sort it out and remove it from your bill.
Takes 6 days to fix internet if there is a problem...
- Location
-
- Location
- Lincolnshire
- Reviewing
- Virgin Media
- Date
- 2021-05-25
- Comments
-
It’s is the worst internet provider do not provide what you pay for don’t believe poorest loss of connection.when you ring and complain very rude unhelpful put you on hold then cut you off this has happened around 6 times very angry
- Location
-
- Location
- St Albans
- Reviewing
- Virgin Media
- Date
- 2017-05-15
- Location
-
- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2019-08-06
- Comments
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I have been with virgin media for over 9 years. The Internet is overall not too bad. However if you are unlucly enough to experience any kind of problem, you have had it. On average I have been on the phone for 45 mins just to speak to a person. When you factor in the lack of value for money it doesn't make for a good package. I would avoid. On completionbof my contract, I will go elsewhere. Having ultra fast broadband doesn't negate you of providing any kind of customer care.
- Location
-
- Location
- Reading
- Reviewing
- Virgin Media
- Date
- 2015-08-15
- Comments
-
Rubbish Interet, Rubbish and rude customer services. Disconnected internet and they were still charging us for phone line. Its customer agent promised to refund then second one said after few days. Stay away from them.
- Location
-
- Location
- london
- Reviewing
- Virgin Media
- Date
- 2017-07-20
- Comments
-
Slow and laggy internet. Worst service ever
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2021-02-06
- Comments
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Absolute nightmare to cancel my contract after my property was declared inhabitable for human habitation, without being charged an early exit fee. Even after explaining the extreme circumstances, they didn't care they just said that they were following procedure. And the amount of times I had to call them without an outcome, and today was even worse, one of their customer service agent terminated our call with him hanging up on me! I would rate them a 0 if I could.
- Location
-
- Location
- Northampton
- Reviewing
- Virgin Media
- Date
- 2015-08-25
- Comments
-
just in 2 days of tryings hardly contacted help line to solve the issue with my broadband and was told there is an problem in our area, what i was never told about.. no letters or emails about it. also will never get refund for days with no internet.. also problem not solved spend 30mins on the phone and just got annoyed.. when it works fine its quick, but you gonna smile till you experience cuts out and disconnection problems and that happens often.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2022-05-01
- Comments
-
Actualy for the speed and its reliability cant complaint much as its been always solid.
The customer service on the other hans doesnt exist. You need to wait 30min to be heard on the phone and then their service desk is the most useles on earth. Ive been with virgin for some od 8-9 years and i had enough of them. The contract i sign with them they constantly charge more and more. They dont give deals to people who use the Virgin networ already, that they give to new customers, wtf is that ? Quit and look for alternatives
- Location
-
- Location
- Cardiff
- Reviewing
- Virgin Media
- Date
- 2018-06-13
- Comments
-
Very bad connection! I’m a new user of Virgin Media and the wifi was not even working good on first months! Everything struggles to work. Sometimes wifi just turns off for 20 mins and you can’t do nothing to make it work. At firs I was thinking that maybe the device has some problems or something like that and i’ve checked on the website that maybe there’s a problem in the area but always answer was positive that everything is perfect. I’m very very disappointed about this...
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-02-06
- Location
-
- Location
- Mitcham
- Reviewing
- Virgin Media
- Date
- 2015-11-23
- Comments
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very unhappy from that how they care about me after being good customer over 3 years. I had to move my home and I called virgin 2 weeks in advance asking can I use them in my new house and they said "ooo dont worry we conect you strait away". After my move I called to ask How to connect the router as there wasn,t cable box installed from outsite, they said we will send you engineer in 1 week time. After 1 week the engineer didn,t turn up and virgin didn,t even let me know about that. When I called them they said the instalation is moved for 2 months ahead. Can you emagine this idiots even expected payment from me. Tell me guys who is paying for not getting broadband. DON,T EVEN THINK ABOUT JOINING VIRGIN MEDEIA!!!
- Location
-
- Location
- Luton
- Reviewing
- Virgin Media
- Date
- 2017-08-10
- Comments
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Braodband speed has been 70mb as advertised. My concern is that when I orginally signed up they told me I had to have a phone line as the broadband required it. At no point did they tell me the phone line (which I never use) was unnecessary. I've had it for 5 years. I've just cancelled the £42 a month I've been using: £19.99 for phone and £23 for broadband. If you pay the bill late you get charged £10, you have no service, they ruin your credit rating for just a couple of days late/promise to pay. You never get reimbursed for the many days lost service that they've charged £10 extra for. They win win win. If I wasn't paying for unnecessary phone service the cost would've been more affordable.
- Location
-
- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2018-10-01
- Comments
-
Virgin has cable in our street so should be the fastest. However, my speeds have got slower and slower since signing up with them. They are about to raise their costs too. You have to threaten to leave before they will give you the best deals and even then, the speeds are not impressive, at just 11 Mb
- Location
-
- Location
- LONDON
- Reviewing
- Virgin Media
- Date
- 2020-05-12
- Comments
-
The absolute worst! Do nothing to resolve issues but quick to take your money. CISAS complaint upheld but no improvement. Time to change supplier
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-09-03
- Comments
-
COULD NOT BE MORE HORRIBLE IF THEY WERE ACTIVELY TRYING WITH ALL THEIR POWER!
I do not know where to start:
- I waited (literally- I have screenshots for anyone interested) 2hr to get any customer service
- The internet was super slow
- The internet did not have sufficient range requiring a Wifi booster we had to pay for in a 2bdr, 1bath apartment! (btw even after the wifi booster the internet has still terrible speed and connectivity)
- The most incompetent people and customer service- never could you get anything fixed or done
STAY AWAY!!!!
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-01-15
- Comments
-
Hi. I'm disappointed with your customer service.
All in all, the virgin broadband is not bad, I'm happy with the speed and the price but the issue is the reoccurring intervals when the Internet stops working. And i have to spend my time,contacting customer service,which is understandable.However,the problem is when the Internet stops working for 10 days and repair works are carried out in my area,I am still charged the full price.
When I spoke about the problem with an operator,I was told that they were going to credit me for those days, but nothing happened. I waited till the next month's bill, but nothing happened again.
That is why I'm disappointed.
- Location
-
- Location
- United Kingdom
- Reviewing
- Virgin Media
- Date
- 2014-09-11
- Comments
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have been working as a key worker for some time now helping a man with learning difficulties take back control of his finances and manage his debts.
Unfortunately over the past few weeks I have had to deal with virgin media. Within the call centre I have been told conflicting information time and time again and it boils down to the fact that as a company they are completely incompetent.
The man I work with has obvious learning needs, he was sold a product via a door to door sales man which was £7 for 6 months and then £14 per month thereafter (18 month contact).
The issues I have are 1) the man in question isn't capable of attending a doctor's appointment alone, so how they can think he is able to commit to paying for Virgin Media is beyond me...
2) the month virgin was installed he was arrested held in custody. He was incarcerated for 6 months (he has mental health issues) at the time virgin were contacted and told that he would be unable to pay. At this point they took his box and the service with them ended.
From this moment onwards, virgin have pursued him for just short of £70. This amount is small, but he has no money and is unable to pay, Furthermore, he should never have been sold the product to begin with.
When I have spoken to virgin about the account they informed me that if I was able to send proof they would write off the debt as a gesture of goodwill. I sent in proof of incarceration and from then on matters with virgin have got worse.
Today I took it to a complaint within the call centre as it had gone on too long, I was patronised by an utterly incompetent 'manager' called Leanne after I had been kept on hold for 30 minutes (on a 0871 number!!!) I explained the situation, she then bluntly told me that he has signed the contract and therfore had a duty to pay. When I elaborated that the guy I work with in unable to read and write and was clearly taken advantage of and miss - sold the product by the sale's man she was unsympathetic and said they were unable to reduce the balance.
Virgin Media record calls, but informed me they are only listened to for training purposes... so as a result they are unwilling to listen to the call to find out if I was misinformed and unwilling to listen to find out whether or not someone called when he was incarcerated...
I find this company's conduct completely unacceptable in their treatment of vulnerable people. They need stopping.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-07-26
- Comments
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Never ever trust THIS COMPANY CUSTOMER SERVICE as some con generated bill will be thrown to you and you will struggle for all your contract to get the amount correct bcoz first thing first they will take the money out from your bank and then will let you run behind them to get it corrected. TOtal SHAM BIG DISGRACE.
- Location
-
- Location
- Shefford, beds
- Reviewing
- Virgin Media
- Date
- 2022-05-18
- Comments
-
awful , awful.
No range, poor quality modem and staff don’t know what’s happening.
I’ve given up and going to Zen.
Virgin good speed but in use no faster than 67mps from BT
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-02-15
- Comments
-
Honestly regret getting Virgin Media. It cuts out every day for a good 30 minutes and sometimes I’ll have no internet connection for hours. It is beyond ridiculous. We have had people come out and try sort out the problem but to be honest they have no clue what they are doing.
- Location
-
- Location
- UK
- Reviewing
- Virgin Media
- Date
- 2020-11-18
- Comments
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stay miles away, their pricing is very dicey. for some customers it is low, for existing loyal customers it is high... and they charge exit fee quite randomly.
- Location
-
- Location
- Sunderland
- Reviewing
- Virgin Media
- Date
- 2018-12-21
- Comments
-
Virgin broadband is the worst broadband I have had! It cuts out on several occasions throughout the day and night! For no reason. I'm not ringing overseas to not be understood! Their stupid website always says no faults detected. I'm leaving as soon as I'm out of my contract..never ever again! Sky was sooooo much better!
- Location
-
- Location
- 70 Hawlands Rugby
- Reviewing
- Virgin Media
- Date
- 2015-09-05
- Comments
-
too expensive to contact customer services. I'm supposed to get a minimum of 40meg speed but I only get 22.6meg feel like I've been con'd
- Location
-
- Location
- Coventry /Hinckley
- Reviewing
- Virgin Media
- Date
- 2018-12-21
- Comments
-
Unstable internet, cheap equipment, oversold network had virgin in different address and areas allways same problems and lies worst network in the world i have ever used
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-08-02
- Comments
-
Stay away from Virgin media if at all possible. They will try every trick in the book to cheat you out of money, for example, contracts will be automatically renewed at a higher cost without you being informed as a customer. They even put up the price from £27 to £40 mid-contract three times without asking me. When you try to resolve these situations, you are presented with a thoroughly inept and unfit for purpose customer service department. Agents frequently say contradictory things and many are deliberately obstructive. I have used Virgin media for one year and will be terminating my contract this month. Even though, given my area, this may mean a drop in internet speed, it will be well worth it to be shot of this joke of a company.
- Location
-
- Location
- Unsatisfied
- Reviewing
- Virgin Media
- Date
- 2017-07-05
- Location
-
- Location
- Yorkshire
- Reviewing
- Virgin Media
- Date
- 2018-12-08
- Comments
-
A TERRIBLE company! Awful customer service - they really don't care. They overcharged me, but refused to believe that I was right. Due to the bad service, I changed suppliers and then they chased and threatened me for about £13, which they said I owed them (it was more like the other way around!). I told them to to "go forth and multiply" and just this morning they sent me a letter to say that as "a gesture of goodwill" they would cancel the amount I 'owed'. That's very big of them! IDIOTS!!
- Location
-
- Location
- Midlands [England]
- Reviewing
- Virgin Media
- Date
- 2010-12-13
- Comments
-
Very unimpressed of late c/s always was bad, got a bit better with Cable Midlands but then went terrible again with Telewest, they actually improved for a bit but then the dreaded Virgin! got involved, my god what a lash-up....just given up on them after nearly thirty years with cable & know loads of people who have done/are about to do same so a few more honest reviews please?
- Location
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- Location
- Rochdale
- Reviewing
- Virgin Media
- Date
- 2017-09-07
- Comments
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Hi, this company just have a name, i m paying £35 per month for 150mgb , I check my seed every day it's just 20mgb to 40mgb never seen more than that, I ring 10 time to virgin media from last two month, every time I ring I have to spend more than 1 hours for setup still get nothing, finally I decide to leave virgin media,poor customer service, waste your time, bye
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2017-03-16
- Comments
-
Shocking and useless company. Signed a pre-agreement, took £25 and edited 2 months for installation- well decided to cancel. Was told refund will be within 48 hrs, but 2 weeks later no refund- and actually been told that they can't see any money. Shockingly poor customer service and robbing people off even before the provide any service.
- Location
-
- Location
- Sutton
- Reviewing
- Virgin Media
- Date
- 2017-01-10
- Comments
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I'm more the 7 years whit Virgin media ,but now is the worst speed which I get from their 50 mb super fast broadband I barely get to my bedroom and they state they got broadband for 29£ on internet but this service doesn't exist.
But the most disappointiment came when one of there agents calls me to offer me Tv ,stupid me I agree for 3 £ a month ,but they are include phone as well which I didn't give permission to do it .The story end when they charge me 100£for phone disconnection.Becarefull people they just try to overcharge you whit there installation ,uninstallation fees
That's my last year whit them can't wait to finish my contract !!!
- Location
-
- Location
- Lincoln UK
- Reviewing
- Virgin Media
- Date
- 2019-11-15
- Comments
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Unacceptably poor experience. I would not use Virgin Media again if they were the only internet provider on the planet.
Charged for Sky Movies, couldn't cancel it, no option online, you have to call, called multiple times, holding for over 15 minutes more than once, no answer, eventually got through, had my call dropped twice, Virgin say no proof of call subject, so refuse to reimburse and suggested a mediator would see it the same way if i took it further, I only wanted internet, i only took TV/Free 3 month offer due to sales telling me it was minimal price difference!
I submitted an online complaint and written letter to Virgin, received a very poor, generic response letter weeks later stating aim to resolve/be in touch within 7 days. Took a month and another online complaint to receive any cotacted.
To top it off, i moved to Norfolk - Virgin dont supply there - so they charged me the full contract fee (£150 outstanding) as THEY were unable to supply me a service in my new home. Awesome.
- Location
-
- Location
- Reviewing
- Virgin Media
- Date
- 2024-03-14
- Location
-
- Location
- epsom
- Reviewing
- Virgin Media
- Date
- 2016-04-29
- Comments
-
We arranged to install virgin broadband in 2 month advance. on day of installation service engineer called an said, sorry, I can't do it today and next appointment will in about 45 days. Now we without broadband, we cancelled our current broadband, and to order broadband from different provider we have to wait at least 30 days. We are really dissapointed. Especially our work depends on good Internet connection.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-10-31
- Comments
-
They kept losing track of my payments. Their website is terrible. It kept telling me I needed to change my password and then not letting me log in. Every time I had to talk to their customer service it took upwards of 45mins, I’d get transferred multiple times and asked the same questions over and over again. If I believed in Hell I would assume that Virgin Media customer service was it and they are here just to torture us. I made a compliant and when the complaints team followed up they said - so you’re issue is now resolved so you dont have a complaint. I indicated that my compliant was about the service I had received not whether they had finally done what they needed to. Only get Virgin Media if you will never have to deal with their after sales customer service. Otherwise it is just not worth the pain.
- Location
-
- Location
- Shipley
- Reviewing
- Virgin Media
- Date
- 2016-02-16
- Comments
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Nothing wrong with broadband but we were sold broadband and landline. When engineer came out to install he advised we could not get landline as no capacity so left us with just broadband. Contacted virgin advised to leave it with them and would be sorted but till we got landline we would not be billed. Month later still no phone or further contact. Broadband stops working. Phone virgin who advise they have cancelled our contract. No warning no reason. Nothing we can do. Tough luck. Have had to sign up to new package will need to change all contact details again, wait two weeks for installation and they still don't know if we can get a landline.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2018-12-27
- Comments
-
Two years with Sky broadband - no problems at all.
Less than a month with Virgin Media - down over Christmas and not being fixed until the New Year.
Due to a new build, we’ve been basically given no choice but to use Virgin (outrageous), otherwise would never have changed.
- Location
-
- Location
- London
- Reviewing
- Virgin Media
- Date
- 2019-03-19
- Comments
-
3 months with Virgin Media and four collapses of broadband living me unable to work on my business. Once for over four days.
TWO YEARS WITH SKY AND NO ISSUES.
I had no choice but to take on Virgin Media in my building - these landlords that make deals with VM should simply not be allowed. So unreliable. If you have a choice, go with Sky.
- Location
-
- Location
- York
- Reviewing
- Virgin Media
- Date
- 2018-10-14
- Comments
-
Do not go with Virgin. Their customer service is appalling, they put your bills up with no warning and you cannot contact their customer service unless you are prepared to wait over 30mins on hold. Absolutely awful!!
- 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.