4,684 Customer Reviews over 118 pages
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- Location
- Glasgow
- Reviewing
- Virgin Media
- Date
- 2023-02-12
- Location
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- Location
- Swindon
- Reviewing
- Virgin Media
- Date
- 2023-02-12
- Comments
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They make everything difficult, spent hours on chat or phone to shorted out simple query! AVOID AVOID AVOID
- Location
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- Location
- Kingston
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
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I’d advise anyone to avoid Virgin Media broadband; when it works it’s very quick however it’s incredibly unreliable and drops out on a regular basis. Its range is also very poor, I live in a regular semi and the router in the hallway doesn’t reach upstairs.
- Location
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- Location
- Cardiff, UK
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
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I would give this awful, horrible company with its terrible tech and customer service 0 stars if TrustPilot would allow me to. I had the worst experience of my life dealing with a company as a customer from this company, in the second month of my life in the UK. Shameful service and causes shame to the whole country because of this terrible service. I only went with them because I got a referral from a friend, luckily they didn't have any trouble but once they do, I'm pretty sure they'll come here to write a review just like this one.
The customer service agents cannot speak or understand English correctly. The agent, who's name I can't remember, who answered my call when I first contacted VM had entered every single piece of my info incorrectly starting from my email address, last name, and even my contact number which is the one I called from. Funnily enough this person had misspelled the Gmail part of my email address as 'gimail' so I did not get any communication from VM after the initial setup of my contract. And when I called them to ask about the installation appointment, I had to call them 7 times to go through and get it set up. Then the installation appointment got cancelled twice. And finally after almost a month, when the installation person came, they explained to me clearly why I couldn't get VM to my property because there's no wiring that comes into the apartment. I live for rent, so I can't allow them to rewire the apartment, so only thing I could do is cancel it. They managed to waste a good part of a month of my life because they couldn't check in advance whether they have the connection to my address which is what they check at the very beginning when someoneasks to joing them. After this whole thing, they again called me and said they're going to reschedule the appointment to do the installation. The person who called this time too had absolutely no idea what went wrong with the installation. What ridiculous system they have in place, I don't know
- Location
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- Location
- Torquay
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Comments
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To however care. I'm with Virginia media 12 years so far i was very happy but from September last year everything has change I was moving houses and the issue started. First, my installation was moving every month.i was hopping that is gonna happed this month but again has been moved to till 16 of march. So far I'm waiting for the installation over 6 months. Plus when I request for a free dongbel from person from pre installation team. He said yes so and he put me on hold for 30 min and he hangup how rude. So I wasn't sure if I will have that FREE dongle or not. Next day I'm calling to pre installation team again. Lady tald me that person put information to the system but never been send. A week later I'm receiving email from Virgin media to pay 100£for item which first meant to be for free and never even have been posted. Lady from pre installation team said that she will cancel that transaction but 1 week later money was taking from my bank account (good job that I block that transfer). My point is that I spend (waist)almost 20h my time talking about my service which should be done few months ago and item which I never have received and never been posted. Also I request to speak with menager and this is also impossible ( is there any) I've been putting on hold and later people where hang up on me by or I've puting through to random person and they them hang up how rude and unprofessional. It's just a joke. Can someone give some explanation.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-02-10
- Location
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- Location
- uk
- Reviewing
- Virgin Media
- Date
- 2023-02-08
- Comments
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I wouldn't give one star.
I ordered Virgin broadband and was given a installation date for 09/02/23. I cancelled my PlusNet provider as I was requested to do by Virgin, may I add that PlusNet have never give me a problem and the only reason i chose to leave was for promised speed increase. On the 07/02/23 i received a text telling me the installation has been delayed until 02/03/23. Needless to say this is unacceptable and very unprofessional. their excuse was they needed to check permits for my area, I almost found this amusing if it wasn't for the raging anger I was feeling. I rang their terrible costumer help line, what a nightmare. I couldn't understand the staff and they were going over the same statements over and over. All i wanted to do was cancel. I gave up in the end and continued the following day with the same problem. After 45 minuets actually managed to escape to clutches of the Virgin media Nightmare. I then Rang Plusnet who saved the day, after 10 minuets on the phone I was up and running again, PlusNet will be doing full fibre soon so I will stay with them and upgrade. Virgin never ever again.
- Location
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- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2023-02-04
- Comments
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Please Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. You don't need this BS in your life.
I called Virgin Media customer service 4 times and each time I asked for the end-of-contract confirmation by email/post. However, each time I end up speaking with India, the last Indian guy (employee number: B7919632) was so rude and did not listen to my request and hung up on me. After 3 weeks, yet to receive the confirmation. I raised a complaint to Ofcom. Worst Internet provider with awful customer service ever.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-02-02
- Comments
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I use VM for Broadband only and I'm being charged around £47 a month. They've informed me that they're raising their prices by £7 a month in March and I have no idea why I'm paying so much. Its a rip off and I'm leaving ASAP.
- Location
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- Location
- Hampshire
- Reviewing
- Virgin Media
- Date
- 2023-02-02
- Comments
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Fine broadband at 100mbps for 26 p/m but the customer service is abysmal. It is such a chore if you need to cancel, there's no way to do it online, I couldn't get the online chat or texting service to work so I had to call. Getting them to stop asking for info about my new provider was like pulling teeth. I was told I'm not making a smart choice, that they're the fastest ect ect ect. Why must it take so long just to refuse to sign up for a new contract? Also he kept saying I had a beautiful voice which made me so uncomfortable.
The WiFi also never reached to the end of our house so we had no wifi in the bedroom. And I live in a small flat!
- Location
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- Location
- PLYMOUTH
- Reviewing
- Virgin Media
- Date
- 2023-02-01
- Comments
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this is the worst company ever. terrible service, staff do not have a clue, they lie, manager was even worse. promised to call me back, failed to do so!!
STAY CLEAR OF VIRGIN MEDIA, i spent over an hour on phone, and they just cut me off
- Location
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- Location
- NW6
- Reviewing
- Virgin Media
- Date
- 2023-02-01
- Comments
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I know people will think only upset customers tend to leave reviews but I do need to share my experience with there customer service which has been disastrous. I applied for a house move back in November and was offered a £22 monthly fee for the broadband only service, along with a complementary wifi pod. The £22 fee was to be achieved by applying a £25 credit to a £47 monthly bill. The agreed moving date was 6th January. Below a list of all that has gone wrong to date:
- they disconnected my original line on 6th December. I do not know the reason til this day but suppose they just mixed up the dates. Anyway it took me a week to get my line back with no internet in the meantime
- I am now getting billed the full £47 a month with no sign of a credit. I have spoken to them about 5 times about this issue - always get apologies and promises that it would be fixed but it has not been to this day
- likewise, after a month in the new property i am still waiting for the wifi booster. The agents I spoke to over the last couple of weeks all promised me it was on its way to me but the one I spoke to today admitted that the booster was never order. So they basically lied to my face. They know want to charge me £8/month for the booster, possibly taking my monthly bill to £55/month instead of £22 as originally agreed
- I have spent countless hours arguing with them with no progress made on either issue. No one takes ownership on their side. The moving team blames it on the retention team who blames it on the wifi team. It is ridiculous.
- they never send any written confirmations of your conversations. They promise it's all noted on my account but half the time the next agent admits the notes are incomplete. It's basically your word against theirs
- i have now passed the 14 day cooling-off period which, I suppose, was their objective to start with. They mess you around promissing all sorts of things until you get to that point and then they just deceive you and say you have to pay a disconnection fee if you're not happy and wish to leave
I will file a complaint with the Ombudsman now. Hopefully people will ready this review as it is first hand, real experience and in my life i will never ever use Virgin Media again
- Location
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- Location
- Dumbarton
- Reviewing
- Virgin Media
- Date
- 2023-01-31
- Comments
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Broadband speed goes up and down and trying to complain to virgin media talls on deaf ears, they just ignore it
- Location
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- Location
- Bristol
- Reviewing
- Virgin Media
- Date
- 2023-01-31
- Comments
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The experience I had was like "hotel California", ie you can check out any time you like but you can never leave. Signing up is the easiest possible but when you then (after 6 years!!) want to leave for another provider you suddenly have to jump through a ridiculous number of hoops. You can upgrade and change plans on their website without any hassle but hey nowhere is there any chance to terminate your account. Nope than you suddenly have to call or go on a 10 hour WhatsApp obstacle course. Horrible horrible experience.
- Location
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- Location
- Perth
- Reviewing
- Virgin Media
- Date
- 2023-01-29
- Comments
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Avoid Virgin Media. Worst Internet provider with awful customer service ever (hung up on me). Not recommended. Even not worth a single star. Please avoid. You don't need this BS in your life.
- Location
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- Location
- Andover
- Reviewing
- Virgin Media
- Date
- 2023-01-27
- Comments
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Everything is fine until something goes wrong.
Their customer service is appalling.
Recently had a what’s app chat that took almost 3hours to resolve!!
Shame on them
- Location
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- Location
- Uxbridge
- Reviewing
- Virgin Media
- Date
- 2023-01-26
- Comments
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This is the worsted broadband I hate it I've had better broadband connection from talk talk and I had lower speed virgin is crap will never get this again
- Location
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- Location
- North Shields
- Reviewing
- Virgin Media
- Date
- 2023-01-26
- Comments
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Left Virgin. Due to CS behaviour. Speed of Broadband. Absolutely awful
- Location
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- Location
- Tyne and wear
- Reviewing
- Virgin Media
- Date
- 2023-01-25
- Comments
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Disgusting service can not sort out the problem because there staff don’t understand your problem due communication and language barrier
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-01-24
- Comments
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AVOID!!
We live in London and we have been experiencing loss of broadband consistently on a daily basis since July 2022.
When calling we were notified. Y an automated message that the company had identified an issue on the line and the engineers were on site to fix it.
This message has been repeated to me every single day.
Every day we would experience loss of broadband ranging from 15 minutes to a couple of hours.
Given it was not a full loss of service for a day, we were never given compensation for the lack of service.
But the reality is that it was impossible for us to work from home, we had to use our mobile phone to provide internet connection while working and we also bought a pod from another provider in order to have alternative internet as otherwise it would have been impossible for us to hold a full conversation.
Literally every phone call longer than 15 minutes would fall and would take 30 minutes to get back online, meaning that I always had to use other means for phone calls not to be fired.
Despite various complaints, the client service team never acknowledged the issue, they just answered standard questions saying that the issue was being solved, which was never true.
Ultimately I closed the account, but I would not advise anyone to use them for broadband and it is extremely unreliable and there is no service nor willingness to solve issue and speak with clients.
- Location
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- Location
- New Malden
- Reviewing
- Virgin Media
- Date
- 2023-01-20
- Comments
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Shocking customer service, awful call centres who have no idea what is happening. I came to the end of my contract and cancelled as instructed. They then reconnected me against my express consent and signed me up to a new contract. I cancelled my direct debit and had to spend hours on the phone to get refunds due plus they sent me overdue emails for my "new contract". They will use under hand tactics to retain you as a customer. So dodgy. Needs an investigation to close this thieving organisation down.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-01-18
- Comments
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Great speeds, awful customer service and very high prices masked with introductory offers to get you in.
- Location
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- Location
- london
- Reviewing
- Virgin Media
- Date
- 2023-01-18
- Comments
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Hi! HORROR with VIRGIN
Contacting customer assistance via chat is not possible. The employees that transfer your call from one country to another do not speak English. I've been on the phone for two weeks now trying to communicate with someone who doesn't speak English. They don't want you to cancel, and when you offer them a reason, they transfer you to sales, where it is impossible to cancel, so it will take me another week of calls to do so. In order to continue stealing your money after the contract expires, it is their tactic to make you give up on cancelling the agreement.
Service very slow no like advertising by Virgin hence change for reliable provider.
- Location
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- Location
- Sheffield
- Reviewing
- Virgin Media
- Date
- 2023-01-17
- Location
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- Location
- Nottingham
- Reviewing
- Virgin Media
- Date
- 2023-01-17
- Comments
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Been trying to cancel my contract for 4 hours and they keep hanging up on me I'm within my 14-day cancellation period
- Location
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- Location
- Ashford
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
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So where do I start?
Today Virgin media decided to take an extra 35% extra above the already extortionate amount, so I jump on the web to have a chat with them, this isn't available, so they suggest WhatsApp, so I start my conversation @ 8:20am, 8:28am they say that they will put me through to someone, 9:51am I actually get a reply from a human, I ask to cancel my contract, more messages later than I care to count and at 18:03 nearly ten hours later, they finally agree to disconnect me on the 15/02/2023
19:30 I have been disconnected - surely thats theft, I have paid (according to my bill) for services from the 9th January to the 8th of February - I have paid you Virgin and at a 35% higher premium
I could have been talked into staying if they wanted to be sensible about pricing, however the broadband service very rarely gets above half the speed of what I am paying for and often much slower than half the speed.
You derserve zero stars today Virgin - Theives
- Location
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- Location
- Plymouth
- Reviewing
- Virgin Media
- Date
- 2023-01-16
- Comments
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Woeful. Rubbish.
Paying for fibre and my broadband was better 15 years ago.
Avoid at all cost. They don’t respond or answer complaints either. A cobbled together letter that fails to address issues raised.
Cancelled contract. Over £1k per annum and woeful service.
- Location
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- Location
- West Norwood
- Reviewing
- Virgin Media
- Date
- 2023-01-15
- Comments
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Useless, when the wifi goes down you’re sent on a short loop of ‘help’ which doesn’t get you anywhere and doesn’t give you the option to talk to anyone, terrible service and terrible customer service
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2023-01-13
- Comments
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i have experienced worse customer service ever from virgin throughout my 18 months contract period. it is so bad, thanks god I'm leaving now,
different ppl give different information, no one takes ownership, even after logging a complaint no call back from them, i had to call so many times. poor service ever. now lets talk about Internet broadband, it was a worse Internet connection ever in my life. its a trap, please guys stay away from virgin.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-01-13
- Comments
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Terrible. They overcharge, service cuts out 16 times a year for 'fixes'. Not worth the money. I'm paying £150 for slow connections that are supposed to be 1G. Company is a joke.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-01-12
- Comments
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Absolutely appalling service.
Call centre agents rude, disinterested, manipulative and ignorant. Complaints dismissed. Attempted to charge me for no service whatsoever (85 installation, 64 final bill) even though I cancelled in cooling off period.
Worst service I've ever received after EDF
- Location
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- Location
- Milton Keynes
- Reviewing
- Virgin Media
- Date
- 2023-01-10
- Comments
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Took out a deal with virgin broadband, it came with TV and phone for £23 no installation fees, mind you by the time I got the first bill total was £116, which includes installation, cost of Tv box etc, when I phoned up to ask a question, been given the run around, until I was told am owing £55 paid it cause at this point just couldn’t take the runaround, and my credit file could be damaged, by the time I got to the next rep, I was asked to do at a further £75, I refused and now am going to complain and go further, cause I have debt collectors emailing me and Virgin is still trying to add a negative on my credit file. Please have everything in writing from this company and be very careful.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2023-01-05
- Comments
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Originally ordered package in November, Missed Appointments, Customer Service lack training or knowledge, Virgin Media charge premium for bad service and poor business process
Originally ordered package in November, and multiple problems have occurred since.
Made another appointment on the 29th Dec 2022, the engineer did not show up, nor did they ring to cancel or postpone this appointment. However when checking with customer service, they said the next available appointment is 3 weeks away... considering the engineer didn't show, making customer wait more than 3 weeks after the error is Virgin media side seems a bit insane to me
I also spoke to customer service team reps several times, who gave the wrong information about what dates were available, one customer service rep also said one date was free and booked a completely different date, all very strange, incompetent and confusing as customer service reps do not seem trained, knowledgable or well versed in customer experience at all.
Coupled with problems and delay after delay, they even gave the owner of the property the wrong information about where internet would come through to the house, they said it would come through the front but it was indeed the back, which caused landlord headache because they had to rewire the property. then after this, engineer didnt show up, and more wrong info, delays, failed call backs etc...
In particular, it was rather amusing because a customer service rep called Dovile Ozbemir even hung up the call because she couldn't be bothered to deal with the complaint, also sounded very badly trained and unprofessional.
- Location
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- Location
- London
- Reviewing
- Virgin Media
- Date
- 2023-01-05
- Comments
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Please avoid using them if you can. Their prices are good and you'll be broadly fine as long as you dont need to involve their service (although to be fair i would have low speeds at nights and on Sundays...). I've been having all sorts of issues when moving homes, although I was keeping them as my provider. I thought keeping the same provider would make things easier but it didnt! First they got the date of my move wrong and so they disconnected my line 1 month too early. It took me a week and at least 3 calls to get it back online. One week!! My actual move is taking place tomorrow and they disconnected my line again today. They are now telling me it's their policy to disconnect the line 24hrs in advance. That is bullocks!! How come in 2023 you need that long to activite/deactivate lines?? And even if it were the case, then they should carry the (minimal) cost of having 2 lines up for 1 day just to make sure their clients can use the Internet.
My decision is made. I'll get my move done but then will terminate my contract within my 14 day cooling off period, just out of principle
- Location
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- Location
- Newcastle
- Reviewing
- Virgin Media
- Date
- 2023-01-04
- Comments
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Wednesday 27th, on text message I change emails passwords and have a message as below....
"Great! Also we have a great deal for you this is our PH & BB Dual Bundle
Volt 1GB (500-1GB) Broadband
Weekend chatter
for £48 only in 18 months contract
And 10Gb O2 sim unlimited minutes and txt for £10 only in 18 months contract. you will get a estimated download speed range to your router is between 1,092 and 1140 Mbps and a free Hub 5.This is our Volt package you will also get a free wifi pods.
The WiFi Pods are clever little devices that plug into any normal three-pin socket in your house. They’ll team up with your Virgin Media Hub to supercharge your WiFi coverage – eliminating blackspots and giving you WiFi, all around your home.
As part of the Volt package we can offer up to 3 pods at no extra cost! Sounds good right?". ..
I decide to leave as don't want a O2 sim. SO... Virgin confirm 27th Jan as leaving date -.... they offer me this deal BUT I decline and have also changed my email address and passwords.....THEN..
Today 30th Dec - I try to go ahead with deal (only Virgin does fibre) but they forgot to change my password and I can't do it on message. I ring up and 45 mins later two Indian speaking English so badly I can't understand them at all. I ask them to set up the correct email so I can do it online and they still have not done it. The worst customer service I have ever experienced and there Fibre broadband is rubbish too.
- Location
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- Location
- Liverpool
- Reviewing
- Virgin Media
- Date
- 2023-01-04
- Comments
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Since I've got a hub 3 my speeds are fast but connection constantly lost making calls and meetings impossible. Any enquiries with customer services are fobbed off as a fault with my equipment. Terrible company
- Location
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- Location
- Fleet, Hampshire
- Reviewing
- Virgin Media
- Date
- 2023-01-03
- Comments
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I've been with Virgin Media for 18mths. Got a good discount deal. Will be leaving shortly before the contract price almost doubles :-O
Regular speed tests show I'm getting 110Mb download and 19Mb upload. The apps to check wifi coverage with the feature to adjust the router settings are great. Good to have a service status too. Even with the apps help I've needed to use a powerline wifi extender to get full coverage in the house as the routers wifi ability doesnt seem up to it even after trying all the tips. The wifi drops out occasionally during the day. The service status says the broadband is ok and my tv connected via ethernet is ok too. Not sure what is wrong with the router.
The apps have good diagnostic tips which mean I've only had to contact customer services a couple of times. When I have contacted them the staff hace been helpful.
- Location
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- Location
- Tonbridge, Kent
- Reviewing
- Virgin Media
- Date
- 2023-01-01
- Comments
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Avoid Virgin Media. Awful company. Took 4 months to install broadband and they still charged us while it wasn't working. Spent 20+ hours speaking to their customer service team on numerous calls to get it sorted. Still chasing compensation now. Please avoid. You don't need this BS in your life.
- Location
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- Location
- England
- Reviewing
- Virgin Media
- Date
- 2022-12-30
- Comments
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Impossible to deal with, refused to let me cancel and hung up on me.
- Location
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- Location
- Manchester
- Reviewing
- Virgin Media
- Date
- 2022-12-30
- Comments
-
I didn’t really have an issue with virgin other than them trying to charge me twice the amount I was paying for the same package after 18 months, however recently I had a call from them saying that my package was nearly due for renewal and to see if I wanted to change anything in my package. This was great timing as I had been looking into getting full fibre with another company, so I told them not to bother renewing my contract because I was thinking of leaving. The woman on the phone was very rude and continued repeatedly to get me to stay. Ultimately she said ok I will put that on your account. As I have recently found out all she put on my account was “looking at other providers”. After getting my new broadband fitted I called them back to finalise everything (make sure my account has been cancelled) and I was told that if I were to cancel now there would be an early cancellation fee of £300. They refuse to accept that it was their mistake because my account said my contract was up nov 2023, I got a call nov 2022, so clearly someone has just read the date wrong. They are handling it poorly and said they’d get back to me before Christmas. It’s now a week later. Overall the service from them over the 2 years I was with them was alright, the broadband speeds I paid for were never actually correct but they were close enough that I didn’t bother kicking off. It was always a stable 200-250 when I was paying for 300. I would not recommend using them as all providers I spoke to said if I was with any other company they could sort the swap over for me but virgin refuse to cooperate. Says a lot really.
- 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.