4,684 Customer Reviews over 118 pages
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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
-
- Location
- Bham
- Reviewing
- Virgin Media
- Date
- 2017-01-16
- Comments
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Honestly the speed is so unreliable and virgin media have failed to compensate customers for the slow speeds everyone has been experiencing for the past 6 months. I really hope after the maintenance works in Feb 2017 that things improve but I certainly will not be sticking with them once I move nor will I be recommending them to anyone. Another thing I really don't like about them is that there are no good deals for existing customers - if you've been loyal to them whether it 1 year or 10 years (my boyfriend has been with them for over 10 years) they charge you an extortionate amount - basically you pay back the discount you received when you first joined them plus some more! I tried to change my contract to a cheaper one but they told me that it was only for new customers and that I should be grateful because I was already paying the discounted price at £32.70/month for broadband (and for new customers they were charging £18/month for broadband only). Honestly they need to be nicer to existing customers. After the first year of your contract, it just gets way too expensive.
- Location
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- Location
- Bicester
- Reviewing
- Virgin Media
- Date
- 2018-03-26
- Location
-
- Location
- bickershaw
- Reviewing
- Virgin Media
- Date
- 2009-07-31
- Comments
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i cant get any programs after 6.00pm
- Location
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- Location
- Billingham
- Reviewing
- Virgin Media
- Date
- 2020-02-11
- Comments
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Awful customer service. Was trying to find out how much notice I needed to give to cancel my contract, and potentially renegotiate a new deal. The cancellation team were awful. The woman was aggressive, rude and patronising, and refused to pass me on to a supervisor or someone else. I eventually had to put the phone down. When I called back I spoke to another woman who went to check / speak to the first person I had spoken to. She then came back and immediately informed me my account would be cancelled in 30 days. No attempt was made to keep me as a customer or apologise. The best way to judge a company is how they deal with an issue. Virgin Media are awful.
- Location
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- Location
- Billingham
- Reviewing
- Virgin Media
- Date
- 2022-12-23
- Comments
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Been with virgin for a few years definitely vastly over priced have had to argue each time as I only get broadband and they keep trying to hike the price over £50 but the worst thing is the constant drop off of service its everyday two or three times a day for a couple of minutes and its never their fault its always gota be my top of the line equipment Ive finally had enough because despite their really good internet speed, their one redeeming feature ill be leaving when my contracts up
- Location
-
- Location
- Birchington
- Reviewing
- Virgin Media
- Date
- 2017-11-21
- Comments
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Totally disgusted. Was barricaded from my own house after over an hours drive home by orange and white barriers over my drive way Never asked or told this would happen. What Right does Virgin have to deny me access to my house? Fuming :(
- Location
-
- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2017-05-20
- Comments
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Virgin have major over utilisation issues, and they just pretend it's not a problem. Paying for 50mb, lucky to get 2mb in the evening. Been promising to fix for over a year, promises fix dates come and go (5th lie date now I believe), they don't care as they get paid, I don't think it will ever be fixed as they can't (complete system overhaul). They will still take on new customers and not tell them. Check the forums this is a major problem Country wide! Avoid!
- Location
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- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2016-01-12
- Comments
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Unstable connection, Tried to phone up and telling them that the connection keeps randomly going off, They lie to me and try say its fine but its unstable sometimes, I do give them that i got £25 off my bill because i didnt have any connection for sometime when i first joined, Worst experience when i first joined ever, Treated me like crap, Rubbish customer service!, When its working the speed is really good but Broadband reliability is awful!
Would not recommend Virgin Media if you are new to them like i was!
- Location
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- Location
- Birkenhead
- Reviewing
- Virgin Media
- Date
- 2015-12-16
- Comments
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I got it setup about 1 and a half weeks ago and i wanted the super hub up stairs and he refused and installed in down stairs were i didnt want it!, Not getting the promised speeds and it keeps sying randomly, Got told i had to wait 1 week to get this sorted?, Im new and im already very unhappy... Do you treat everyone like this?, Horrible service!
First time i ever first tried it
http://www.speedtest.net/my-result/4909882683 (Wireless) but it changed and got worse with wireless, (Not a stable connection)
With plugin
http://www.speedtest.net/my-result/4915129177
A higher download speed but a worse upload speed (it changes all the time!!)
- Location
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- Location
- Birmingam
- Reviewing
- Virgin Media
- Date
- 2019-12-28
- Comments
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Not good
- Location
-
- Location
- Birmingha.
- Reviewing
- Virgin Media
- Date
- 2018-02-13
- Comments
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Will never again use or recommend virgin to any family or friends. Customer services advisors are rude and serve no purpose to help! Turns out the "small tv package" is free but you pay 5 pound a month for the tv box? If much rather buy a freeview box and watch the channels on there, for 1 there's more of them and for 2 you don't have to pay a monthly charge for having it! Absolutely ridiculous money grabbing company to be avoided at all costs! Oh and don't try to leave them because the just want to slam you with a 150pound cancellation fee! I thought sky was bad well hello to something even more worse.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-10-04
- Comments
-
I’ve been a virgin media customer for over 20 years up until 3-4 years ago there service was good until I started have lag and interrupted service will after continuous calls I finally was told there is high utilisation in the area and should be fixed by January 2016.Well after upgrading my internet with virgin media from upto 70 gig to UPTO 200 gig in just a week I’ve had to contact them every other day with this totally rubbish service so I get an engineer come out just for this engineer to tell me that there is still a high utilisation and should be fixed by January 2019. None of this was told to me when the operator was signing me up to another 12 month contract please beware if you in the Northfield area of Birmingham as this isn’t just by myself it’s the total area
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-09-26
- Comments
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I'm trying since 10 days to talk with one of the staff of virgin media and I'm asking him to help me to find out a broadband for my house, everytime I call him he says to me 'I'll call you back tomorrow" but he never calls me back!! Very bad customer service!!!
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-12-17
- Comments
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Awful company. Broadband was not good and customer service is ridiculous. They owe me a refund of almost £50 and have offered to only process that if I renew my contract with them which I haven't.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-12-17
- Comments
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I was misold a Virgin media contract and then misold upgrades, the staff on the phone lied to me about introductionary offers. I have since complained about this and been told the calls are recorded for training and monitoring purposes only and will not be used to prove whether I was lied to. I can either pay an extortionate cancellation fee or bend over and take it from them. Absolutley discusted.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-04-28
- Comments
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Internet more often than not doesn't work. We spent the last few months with the internet speeds at 150-200kbps instead of the 200mb we were paying for. That's almost a thousand times too slow! Now it's completely down and both my mum and I work from home so are stuck. Disgraceful service
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-02-21
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-04-04
- Comments
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Absolutely rubbish customer service. Continual issues with reliability and quality of service only to be told the issues with their internet were not guaranteed as part of their service. No attempts to resolve issues and no callbacks despite escalation. Finally chose to leave the company. Could of been handled so differently.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-09-27
- Comments
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I'm giving it one star because of how ridiculous the customer service line is. You go through the menu system, then it says "Please check your equipment and call back if you're still experiencing problems."
I just went through the entire menu system and it didn't even put me through to an operator, just a message saying to check my equipment.
I always have to call twice because of this stupid system.
This is extremely unprofessional.
Also, my internet goes down frequently with Virgin and sometimes doesn't come back until hours or even a day or two later.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-11-13
- Comments
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They claim to be the best but they are the worst. broadband has always got problems always something wrong in the are not true the fact is they employ incompetent people to perform the jobs BT service is way more reliable and cheaper. I was supposed to complete my work for college but thay had whole day and they could not fix it some minor issue I bet
pros: broadband speed is on point.
cons:everything apart from the internet speed. so;costumer service, services, TV, prices ,reliabilty very very poor. avoid virgin media if you can
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2022-10-31
- Comments
-
My contract was coming to an end, and Virgin wanted to increase my price to £38.25 per month. After searching, I found more competitive prices. I called Virgin Media to ask if there was anything that they could do with the price, and they went away and said, there was something they could do with the price........... increase it to £46 !!!!!!!!! Needless to say, I went elsewhere.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2024-01-05
- Comments
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So when an experianced technically minded person approaches Virgin's Forum Team using the same user account they've used for many years helping other customers diagnose and fix faults you don't quite expect to be told that the troublshooting and investigation work into your own service problem is trash!
I found a recent upgrade to the Hub 5 after using a Hub 3/4 at same property for 5-11 years, was a the problem causing streaming and connection drop outs (5000 in a month Virgin Media recorded) but the response from a Forum Team member with 6 years tenure says "The hub 5 is more than fit for purpose. I've had one for many months and no issues"
So 4 weeks later, issues not resolved, 3 engineers, 1 network team manager visit later and nothing is fixed and we still know what I said in the first place, apart from now I've even investigated deeper and isolated the issue.
Still though I'm told that Hub 5 is not at fault, so the Hub 3 connected right this second working fine must be magic.
No replacements orHub 4 offered to test, just wasted time, appointment changes and now that same long tenured Forum Team member has said,
"The only offer now of a complaint resolution would be a 7 day disconnection notice, not hold you to EDF's but I will be asking our Housefiles team to mark your property as a non-serviceable address as there's no issues with the Hub 5."
Silly Me :(
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-04-03
- Comments
-
Absolutely disgusting. Recently moved into a house and rang virgin media a week prior to moving in to sign up for our tv, broadband and phone. The installation appointment was booked for a few days after we moved in which was fine. They came to install it, only to leave telling us the cable coming into the house is damaged and needed repairing, again fine.
After another week and a half, they came and repaired the cable and told us the install would then be another week and 2 days away! But again, manageable.
Fast forward a week and 2 days, they come to -finally- install the equipment. Fast forward another 2 hours, when the man came in to tell us that there is no way we can get virgin media here, as the cabinet out on the road no longer has virgin media in, and hasn't for some time, meaning my property and ththe other surrounding me can't get virgin.
The problem isn't the fact of not being able to have virgin, there are other providers. The problem is the fact that we were even allowed to sign up in the first place!! They would know the area is inserviceable to virgin media yet we were allowed to sign up regardless, wasting 3 weeks of our time, 3 weeks of no Wi-Fi, tv or landline. When I rang customer service to give them what for and to cancel my contract, all they could say was 'sorry.' No explanation, nothing. Absolutely disgusting.
Rang sky straight after, getting tv and Wi-Fi (which takes two separate appointments) in under a week.
Please avoid virgin, I'm shocked at the way they treat people. And how bad their administration must be letting people sign up even when they live in am inserviceable area.
Disgraceful.
- Location
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- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2016-01-06
- Comments
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Broadband very poor used to be with sky and was told was faster which was false. Every couple of months payment went up against agreed payment plan and no extra services provided so not sure what pavement was. Wanted to cancel and was lied to when we signed up to pay more. Currently fighting situation and customer very poor, really troubled and stressed family situation not happy at all and when sorted would never agree contract again.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2019-12-18
- Comments
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Enter at your own risk
Signed up to 350Mb Broadband service with this company and after paying full price for 15 Months I have yet to receive the 350Mb speeds as promised for more than a day since the beginning of the contract!!!!
Have telephoned over 10 times to complain and after god knows how many hours of discussing the same issue of not receiving the promised speed over and over again Broadband still not working to promised level despite 4 engineer visits to rectify problem!!!! Broadband is typically running between 40-60Mb speeds when checking via Ookla. Have 12-15months of Ookla history to prove broadband speeds hardly ever reaching the bare minimum that is guaranteed by Virgin!!!! Let alone the full 350Mb!
I am bitterly disappointed with the lack of service and the customer service and exhausted from calling Virgin over and over again without problem having been rectified. Despite never having received the promised download speeds or any kind of compensation for the failure of the agreement!
My advice to anyone thinking of signing up to Virgin Media is to seriously look elsewhere, in fact anywhere except Virgin, unless you want to be over charged and continuously disappointed.
- Location
-
- Location
- BIRMINGHAM
- Reviewing
- Virgin Media
- Date
- 2021-05-20
- Comments
-
Have requested switch to virgin in January 2021 but the installation date was postponed two times in Feb and then no installation date given till 20 May. Four months wait for nothing so terminated the never existing service. Very bad customer service and will not recommend.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-03-22
- Comments
-
I will give zero star if I can. Took up 9 months student contact. Problem from day 1. Every time you called, they read from a standard sheet to give you identical answers. Then sent you email once how to improve Wi-Fi. They failed to admit it's because too many houses from our road are using Virgin so slowing down the speed. Nothing to do with my Wi Fi box etc. Useless customer services I will terminate as soon as I can.
AVOID if you are in a high densely populated area.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-07-25
- Comments
-
Virgin media has always been a great provider of all the packages. My broadband and Wifi went down last night and I called for assistance and the gentleman was very helpful and told me exactly what he was going to do. He then stated it will be back on within 7 hours and true to form this was the case.
You can’t always blame virgin media as a whole as it depends on the advisor you speak too and in this case he was very helpful.
Thank you virgin media and I will continue use your services with great Customer satisfaction
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2010-01-21
- Comments
-
recently lost Broadband connection. Spent best prt of a day trying to sort this out with a useless number of Virgin staff who were adamant the fault was at the router end which I knew it wan't. Eventually 3 hours later , lost days work it turned out to be a fault at their box causing a very high S/R ratio. This occured on the Tuesday Morning and no engineer available until Friday. I am now unable to work from home having to travel into the office costing me additional travel costs on top of the already lost days productivity and another half day at least on Friday.... Not an appology or anything Awful Customer service....
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-01-27
- Comments
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there is an obvious problem with my broadband and TV package which Virgin, after several conversations with them, are not prepared to resolve. They claim out of this world broadband speeds but in reality I find them quite slow for what I pay for the service (almost £60)
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-12-14
- Comments
-
A disgusting Corporation with a growing reputation for customer dissatisfaction.
I have been a Virgin customer for over 10 years, but want out because of the 100's of unwanted pressure calls trying to get me to add more services to my already excessively expensive bill to them each month. When I first tried to cancel ALL of my services they threatened me with a cancellation fee in excess of £700...next time (yesterday)when I tried to cancel with them...the operator grunted rudely, hung up on me and cancelled nothing. A truly horrible company.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-01
- Comments
-
Virgin are shocking we have had virgin for over 6 years and we are moving into a new flat in which they do not service so we cant take them with us they have said it is in your contract that if they dont service the new place then you have to pay off the contract even though they do not service the new place :S i just dont understand how they can even get away with it, if you want shocking snobby customer service then go to virgin if not then SKY is the way forward
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-03-25
- Comments
-
Crap. At least once a month it breaks. Their online checker always claims all is fine meaning you have to ring the bottom feeders they employ to begrudgingly tell you that your area is having problems and will do for the next two months. Try and fob you off with lies about ‘tweaking settings on your router’. And then once a year it goes up 10%. Utter sh1te.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2017-01-15
- Comments
-
Ok the broadband is good - From my experience I can't complain about that, But then you have a Tivo box which was slow and hardly ever worked. Customer service at Virgin is so bad words can't decribe it. It's as though they are deliberately trying to loose customers? Used to be great company to deal with but something seems to have gone seriously wrong. On top of this prices went through the roof. I was a customer for over 16 years but was treated with Disdain so cancelled and went with Sky. Wow what a deal and the Q box is amazing. Also when you call they provide amazing service - really top notch. Funny thing: When I cancelled Virgin they pestered me for weeks trying to get me back with deals that they would not offer me when I was a customer of 16 years? Laughable really
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2015-09-20
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2020-09-20
- Comments
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Avoid at all costs
I saw a Virgin fibre broadband deal in August 2020 which I thought I would switch to from my current Sky. I then signed up for Virgin. I was given an installation date of 30th August, and was told that some external work would be done.
I told Sky about the move, so my broadband ended with them on the 30th. However, on the 26th August I got a text from Virgin saying that they can't now install my broadband as external work has not been carried out. So with just 4 days left, I had to scramble to get Sky to keep my broadband up and til the 18th Septmeber, the new installation date. I received no apology from Virgin.
On the 17th of September at 9pm, I got a text saying the Virgin Media engineer would not be coming down tomorrow as further work would be required. The installation would now take place on the 9th of October. As my Sky was being cancelled the next day, it was too short notice for them to prolong my internet.
So now I have no internet access at all. As I work from home and use Zoom nearly every day, this is a massive inconvenience. To make things worse, due to Covid-19 lockdown restrictions in my area, I cannot travel to a family members house to use their internet. I have received no apology from Virgin, so I have cancelled them. Currently I am waiting for Plusnet to install my new broadband.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2018-02-02
- Comments
-
ABSOLUTE B******S - IF YOU'RE EVEN CONSIDERING VIRGIN MEDIA OR MOBILE, SAVE YOURSELF AND GO ANYWHERE ELSE - PAY MORE IF YOU HAVE TO!
The internet constantly shuts off for hours on end. They put it down to 'maintenance works. No heads up, no advanced warning. When you finally give in and call, they give you an incorrect estimate for the time it will take to get back online - further messing you about in making alternate arrangements for times when internet is absolutely necessary - doing a masters degree in my case. They refund you at best 73 pence (or similar) as a 'daily maximum reimbursable amount' and have or show no compassion to any of the previous instances you've had to face as a consumer. I'm shocked they are still open and receive new business, a company like this should have dissolved long ago. I warned the representative I would be documenting my experience online to which he said 'you are within your rights to do that'. He showed no remorse in loss of consumers and it became clear, Virgin - as a company, simply do not care for existing customers. I cannot wait to change company, only reason I can't is because I'd be 'subject to an early termination fee' which I am not going to be paying.
I truly hope if you are not with Virgin and have read this message, you save yourself a long future of poor internet, poor customer service and hours lost on phonecalls with practically 0 resolution.
- Location
-
- Location
- birmingham
- Reviewing
- Virgin Media
- Date
- 2018-06-05
- Comments
-
basically poor customer service, no clarity, u can forget refunds, poor connection, rude. anything else. well try it and test ur patience with them. no longer will every get virgin, i would rather not have a broadband. useless, utter useless.
- Location
-
- Location
- Birmingham
- Reviewing
- Virgin Media
- Date
- 2021-11-29
- Comments
-
Not directly broadband issue but since most contracts are dealt with as a package...Just putting this on here in hope it stops others suffering the same. My father has just had to move into a home due to terminal cancer, so my sister rang virgin media to have the phone contract for the family home changed into my mums name, they said that wouldnt be a problem but maybe at same time it was best to update the contract to a new version with a better deal. At this point nothing was ever detailed about any break in service. But then disaster strikes the landline is cut off and an along with that an emergency pull cord system that my mother needs due to severe ill health and disability is no longer active and when you ring up and spend an hour and a half explaining you are still told youll have to wait another 5 days at which point they might get you back online. Totally disgraceful company. So people please be aware they dont tell you the consequences of changing contracts
- 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.