4,684 Customer Reviews over 118 pages
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-12-02
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2014-05-15
- Comments
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very hard to understand becomes very difficult
sometimes activation can be a problem it is also mightbthinkbof changing to bt broadband
- Location
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- Location
- Reviewing
- Virgin Media
- Date
- 2015-01-17
- Comments
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Absolutely terrible service from a crowd of patronising confidence tricksters.
- Location
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- Location
- 01
- Reviewing
- Virgin Media
- Date
- 2022-07-12
- Comments
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very bad signal and customer service very bad I don like virgin .
- Location
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- Location
- 12
- Reviewing
- Virgin Media
- Date
- 2018-07-09
- Comments
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Customer service are really rude and have no manners I have to cancel my contract just because of customer service .just have faster broadband doesn’t mean you’re a best
Best is who is in front line and talk to you nicely
I hate VM
- Location
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- Location
- 14
- Reviewing
- Virgin Media
- Date
- 2022-06-20
- Comments
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Very dodgy company my contract is £25 a month and the first bill collected was £57.25 from my account. In last two days I try over ten times I call them and they put me on hold. And they don’t answer my question.
- Location
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- Location
- 16 Greenleigh avenue,BR52PR
- Reviewing
- Virgin Media
- Date
- 2018-01-13
- Comments
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On wendsday the engineer came to fix my broadband,we moved and nothing was working.I want to mention that Chris made a great job,he did spend some time but in the end he fixed the problem. I was very happy,he done his best,I do recommend it,a great engineer.
- Location
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- Location
- 1atkinson court 54 Blowick Moss Lane
- Reviewing
- Virgin Media
- Date
- 2018-01-07
- Comments
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I recently ordered broadband with virgin media. They firstly like any normal broadband company checked if I could have it in my flat and they confirmed it was available. So I ordered it before Christmas. They couldn’t get me a date to fit it before Christmas so my wife and myself had to go through Christmas without WiFi. We had accepted this and did Christmas without internet. When it came to fitting it in the house the technician turned up and told me he couldn’t fit it because they didn’t have it fitted into the building yet and I’m paying for internet that I can’t get yet. Then the technician left and didn’t tell me when and if it will be fitted soon leaving me with no clue what was going on paying for a WiFi I can’t have. I rang the company virgin media and went straight on hold to be answered I sat on the phone for 34 minutes with no answer. The customer service was rubbish and the technician wasn’t much help so I’m left paying for a WiFi until I can get a hold of virgin and find out what is going on. I’m cross at the service they promised and the service I received and how much I was let down.
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- Location
- 22
- Reviewing
- Virgin Media
- Date
- 2019-01-04
- Comments
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None technical issues but customer service is very poor. When I decide to leave virgin media after my contract finished I did it but next day I received phone call from Virgin customer team with “great deal”. They promised me contract for one price per month but after two months price increased without any reason. That is unfair and now if I want to cancel my contract I have to pay cancellation fee. Very disappointed...
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- Location
- 30
- Reviewing
- Virgin Media
- Date
- 2017-09-06
- Comments
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Overall the broadband is ok . But the customer service is the worst Ive ever known and I've had to deal with bailiff companies in the past. The staff are arrogant and incompetent plus you have to wait a minimum of 5 minutes to speak to someone due to the options. I would not recommend them if you might be in a situation where you have deal with them over the phone. I'd rather boil my head.
- Location
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- Location
- 31
- Reviewing
- Virgin Media
- Date
- 2018-11-07
- Comments
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I wish i never joined them. The speed of broadband supposed to be 50 mb but it is slow and much less than 50 mb.
Their bills seem to rise so fast. Whenver, i go for help and support online it alway says oops something went wrong or crikey there is an error. I have not been able to check my bill details because something is always wrong with their system.
I can't wait leave Vurgin media when the contract ends.
- Location
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- Location
- 60c central roar
- Reviewing
- Virgin Media
- Date
- 2018-08-20
- Comments
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Hi to everyone one,
2 weeks ago I requested a call back from Virginia midia because I need a new broadband for my new flat, they said it takes 2 weeks for the installation and in the same day all will be set up and ready to go, so I agreed then in 2 days time some one came to the flat and we discussed about where to run the wires and all the details, so my wife asked her manager that she needs to be off on the day of installation and Virgin media was calling and texting every day for they make sure someone is gonna be home on the day of installation and we always confirmed that all is good, any way the installation date is on the 21st , today is the 20th I got a call from virgin media says we won't be able to come and get u the service set up because we got problems with the installers, my wife lost a day work for nothing (110£ ) witch is not the main problem, now we are struggling and searching for another provider and will have to wait another 2 weeks and keep top up our phones data to have rubbish internet because of virgin media , was a big mistake, not recommended at all,
- Location
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- Location
- 70 Hawlands Rugby
- Reviewing
- Virgin Media
- Date
- 2015-09-05
- Comments
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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
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- Location
- 70 vale view
- Reviewing
- Virgin Media
- Date
- 2016-12-16
- Comments
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not happy
- Location
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- Location
- 81 Edgehill Road
- Reviewing
- Virgin Media
- Date
- 2019-12-13
- Comments
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This is honestly a scam. We pay for 250mbps, but instead I don't even receive 1mbps or 500kbps. Its baffling how they dont even give us a fraction of what we are owed. THIS IS A SCAM. DO NOT BUY FROM THEM
- Location
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- Location
- Abbey Road
- Reviewing
- Virgin Media
- Date
- 2016-08-27
- Comments
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Awful I've been with virgin for a year now and 3 times without service in one occasion for more than 2 weeks. Customer service on the phone is terrible it takes hours or days to get through to them. Today I phoned 3 times and after waiting for at least 10 min each time they cut me off.
I'm glad my contract is coming to an end I think I'm going back to sky, I was with them for more days 7 years and never have a problem. I only wanted to give a try the f optic. Wrong decition!
- Location
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- Location
- Aberdeen
- Reviewing
- Virgin Media
- Date
- 2015-02-27
- Comments
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After six months of constant dropping the line we were informed that all virgin copperwire customers were being pimped out to TalkTalk - No way, thanks!
Been with these clowns for many many years and thankfull to be pushed into looking elsewere. The fourm on the Virginmedia site is more use than Customer (lack of) service. Any idiot can tell someone to turn off PC and try again in 10 mins. Looking forward to my new Zen account. Already VERY helpful in answering emails and phone calls.
- Location
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- Location
- Abingdon , Oxfordshire
- Reviewing
- Virgin Media
- Date
- 2017-02-01
- Comments
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We were with virgin until 2007 and switched to sky for better service, we have now switched back to virgin but what a mistake that has been. Tivo is laggy or locks up most of the time, a new fibre cable was fitted in the garden 5 days ago but the internet and TiVo stopped working at that point. I was told that it would be fixed that same day (did not happen after waiting in) and was then told that an engineer would fix it the following day (again no engineer and waiting in wasting a day), was then told it would be fixed in 3 days (texts and emails to confirm the times but then....NO ENGINEER AGAIN and a wasted day for my wife). Have now been told it will be in 6 days but could be earlier, we now want to leave but have been told it will cost £240 to leave. Even if they fix the problems we will be leaving at the earliest point that we can without having to pay an "exit fee". The broadband was good when it was working but the TiVo box is complete rubbish and the organization by customer service is very poor (I even had a sigh from one customer service person). Based on all of the above I would not recommend Virgin and ask people to please read all of the reviews. Have been waiting 2 1/2 hours now for a call back which should have been within 2 hours and probably will not happen tonight.
Dan.
- Location
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- Location
- Acres
- Reviewing
- Virgin Media
- Date
- 2019-01-10
- Comments
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Just moved from Essex to Yorkshire.No virgin cover so cancelled and asked for boxes to return equipment which i was told would be sent. Final bill has arrived but still no return boxes. My wife rang up to pay and they took money fine but would not answer questions about sending return boxes as she didnt know password. Take the money no problem but cant send two empty boxes for their equipment. Well its going to be recycled now as they had over a month and nothing. Useless!
- Location
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- Location
- Acton
- Reviewing
- Virgin Media
- Date
- 2017-06-29
- Comments
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Feel very stressed and alarmed way I got treated by virgin team ordered it saying I was to get Samsung tv told 3 times been a delay now forth call saying I'm not eligible but was quick to bind me to a contract such a large company but horrible communication wen ask to speak to manager get told if he doesn't want to call you he won't wow people stay away from virgin I am gonna seek legal advice they are bunch of bully's so don't let elderly get any service they provide and people stand up to evil businesses like this and report to watch dog or shows like this it's not right
- Location
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- Location
- Acton
- Reviewing
- Virgin Media
- Date
- 2017-02-25
- Comments
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The customer service is really bad. I was talking to Samantha in technical help and she was very rude. I told her that i had a problem about my hub and she was laughing. She even didn't listen like she didn't care at all . Just laughing. She has a worse customer service i don't understand why she is working in there she is so rude and ironic!!!! Im paying a lot money for the virgin and no speed no customer service and they charge a lot ! I will change it definitely when my contract is finished. Im paying 53£ for nothing. First year was fine but now is horrible.
- Location
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- Location
- Acton W3
- Reviewing
- Virgin Media
- Date
- 2014-12-07
- Comments
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Virgin promise a lot and charge accordingly. They correctly realised that fast internet is what we need. But they deliver it intermittently. It works OK during the day but in the evenings, when there is presumably great demand, the speed drops to pre-2000 levels. This isn't mentioned in the advertising. Very disappointing and very frustrating.
- Location
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- Location
- Acton, London
- Reviewing
- Virgin Media
- Date
- 2020-03-05
- Comments
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They are not helpful and they will take money from you even when there service is down not a good company strictly about taking money out your and my pockets cancelling service today! Don’t go with virgin also hidden charges apply
- Location
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- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2022-04-20
- Comments
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I've been with Virgin for almost 13 years now. Our internet connection almost always performs above specified speeds, and rarely dis noticably lower. In these 13 years, we have suffered 3 outages of a few hours. This is a great result when you consider the complex logistics of maintaining a network. There are three downsides to virgin however. 1.Price hikes - these happen yearly and are always at inflation + an extra percentage. Inflation I can acept, but the added percentage is a rip off. 2. Supplied Router - The superhub 3 or the more modern 4 are dire. They need regular rebooting (which takes about 5 mins to complete) and the wifi coverage is terrible. If you choose to go with virgin, an aftermarket router is a must (a huawei ax3 costs aboutr £30 and massivly improves performance). 3. Customer service is terrible. Most agents seem to be based in Asia and comminicating with them is hard, and they seem only to be trained to follow a script. Waiting times can be significant, and having to redial numerous times to get an agent in the UK makes the process a huge pain. In my experience, problems have been rare, but if you do need to call, expect pain.
- Location
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- Location
- Airdrie
- Reviewing
- Virgin Media
- Date
- 2020-10-11
- Comments
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most if not all of these wifi related issuese can be answered this way:
you dont pay for wifi you pay for broadband there 2 separate things no ISP can guarantee wifi as every home is different ( shape size furniture material ect.) and dont get me wrong i wish it was something that was made very clear as the general public dont seem to be aware of this unless they are techie minded( which most arent ) the fast the broadband coming into your house is great and helps but if you want great wifi thats up to the home owner. you get what you pay for like most things in life, the best at the moment is called a mesh network and you can buy from amazon or other electronic shops. you need to do some research on the matter but the wifi has nothing to do with your ISP...... they only provide the broadband again totally separte from wifi. but this goes for all ISP the difference is that Virgin media can provide way faster BROADBAND speeds than any one else.
- Location
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- Location
- Aizlewood
- Reviewing
- Virgin Media
- Date
- 2017-06-08
- Comments
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Do not ever switch to Virgin Media. You have the sales people promising they will make sure the switch goes through without any problems from start to finish. How very wrong.
I was due to have my installation on the 12 May. I thought I would check everything on the 9th May to be told that I don’t live at my address. That was after first being told that nobody had called at my address in the first place.
If I hadn’t have called I would be none the wiser and have taken a day off work and waited in all day for nothing.
I then had to wait until 26 May for the install with them cancelling my order and not reinstating it which caused problems with BT.
The installation team ran the cable across my path and round my house. I was then informed that they couldn’t bury the cable into the ground as another team does that. I now have a thick cable running across the access route to the side of my house which my son has fallen over twice and I have nearly broken my back trying to lift the bins over!!!!
I then received numerous text messages saying they couldn’t port my number as I was disconnected – I was talking to them on the bloody phone that was supposed to be disconnected and they insisted it was my problem and I had to call my old provider…….Grrrrrr.
My phone has still not been ported, my cable has not been buried and my signal of 100mb is 0.36mb in the office upstairs. Don’t listen to the sales people that will tell you that you get a signal all over the house. It’s complete and utter rubbish.
I have had to make all the calls and chase up all the errors that haven’t been logged when the engineers say they are going to.
I was assured I would get a call from one of five area managers and I am still waiting.
DO NOT SWITCH TO VIRGIN MEDIA – YOU HAVE BEEN WARNED.
- Location
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- Location
- AL5 1SS
- Reviewing
- Virgin Media
- Date
- 2024-02-09
- Comments
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Crooks. Changed my package 3 days before the expiration of the paid for 30 day rolling programme period...and I still owed them £69 according to them...
Worst company to deal with on the planet....Go with anybody else other than this bunch of profiteering crooks
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2021-05-04
- Comments
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We pay for M500, its expensive. First couple of days, it was great. Now, I can't even watch youtube, can't watch Netflix, takes ages to load a simple wep page. According to the app/website, we still get 450mbs! Complete lies, I had basic talktalk before this for £20 a month, was a million times better. I am pretty sure the problem is just with the Hub, Hub3. Its so bad, a complete bottleneck. AVOID unless you want to spend £200+ on a good router to get what was advertised to you
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2022-11-29
- Comments
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If could give -10 I would. Previously with sky for 18+ years no issues other then slowish internet so went for virgin for speed …… oh how ironic
Please anyone thinking of moving to these jokers avoid
Richard Branson et al makes millions and has all overseas workers whos standard response to any frustration is “I understand” and then carry on as normal
Lies lies and more lies. Even have engineers come to house say simple job and personally call
If any more delays… again no replies
Give dates constantly move then more promises more dates moved
Explained with wife in tears need internet to work anything. Kids homework her work from home
Was set for early Nov then end nov then mid December then poss mid December
Shame on you Virgin I doubt any change as simply don’t care
But sure they will say “I understand”
Please anyone avoid I promise it’s not worth the difficulty
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2021-07-24
- Comments
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I pay for 500mbs, I rarely get over 5 in my bedroom, I have a tiny house. At my last place I had a basic talktalk plan, 30mbs, it was consistently better than this, this is unbelievably rubbish
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2015-12-11
- Comments
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As for the broadband itself it is fast BUT they throttle it so much that sometimes it's hardly worth having!
Mainly came here to warn of their customer service and underhand tactics though...
To all a warning.
If you are thinking about reducing/increasing your services with Virgin be completely and 100% sure of what you are getting into as I have just been royally shafted and I WILL take them to court if it isn't corrected!
On the 28th November at my request I had my services reduced right down to 50mb Broadband, Evenings and weekends phone and 'M' TV.
A few days later on the 5th December I received a letter from Virgin with the terms of my new contract, wait... Contract??? This isn't what I asked for, I asked for a reduction in services not a new contract!! So I rang them that evening and spoke to a gentleman on the phone who told me this is standard practice for any change in services. (Basically if you change your services you begin a new contract.)
However, I did NOT ask for a new contract, I did NOT consent to a new contract and I was NOT informed I was entering into a new contract)
So during this phone call to them I was informed of this and I explained to them that I never consented. I said I wanted my services but I didn't want to be in a contract as I had only 'reduced' my services. The gentleman on the phone said I would need to speak to the contracts department which was open at different times (I had called late in the evening)
Due to my job I was unable to call again until today where I spoke to a lady again about the problem. She was very nice and friendly (at first) and did everything she could to reduce the cost of my bill. Since I have moved to Sky for my TV and did NOT want to be in a contract with virgin I declined and that's when the fun started!
The lady on the phone told me because I was still within the 14 days cancellation period (a mute point anyway since the contract is illegal) she could cancel my services HOWEVER I would be liable for the 30 days notice period! What?? Is she for real? It's an illegal contract as I never consented to it!
Again I argued my case and she said she would put me through to the contracts department.
A few minutes later she came back on the phone and told me that she had spoken to them and they had informed her that since I was aware I was in a contract (because I had spoken to the gentleman on the 5th) that I was liable for the 30 days!!!
I argued my case that whether I was aware of the contract or not I had still at no point consented to being in such contract and that their terms were void as a result!
She had previously asked me why I didn't cancel my services on the 5th and I had told her that it was because I wanted to keep my services. At this point she re-raised that part of the conversation and twisted my words stating that I had said I wanted to USE my services and that meant I was liable for the 30 days. She made a point in saying that all called are recorded and that's why she asked that question! She was being quite smarmy to be honest and I told her to put me through to the contracts department. She refused point blank to transfer me numerous times whilst telling me that SHE was my last port of call! Basically that I couldn't do anything about it and I had to pay the 30 days. I lost my temper and hung up!!
Virgin entered me into a contract WITHOUT my permission, and then have shafted me into paying the 30 days cancellation period under the terms of the very contract I did NOT consent to!!
Virgin, if this contract isn't voided I WILL take you to court as what you have done is against the law!!
If someone would like to contact me to discuss the matter further then please do.
Regards
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2020-07-29
- Comments
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Used to be good until last week when my services was disrupted over two days, they waited more than 2 hours after the service had resumed to inform me. This week, the same happened, I spent almost 3 hours on the phone waiting for help, approximately 15mins of that time was speaking to someone. New customers are treated better.
- Location
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- Location
- Aldershot
- Reviewing
- Virgin Media
- Date
- 2017-08-08
- Comments
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We called up today to cancel our monthly subscription service as we are moving soon. This took an HOUR and TEM MINUTES. Absolutely ridiculous. Only because for some unknown reason we were transferred and put on hold on 7 different occasions with the same things being asked and us getting nowhere. We feel like they are doing it on purpose. Why is it not an option to cancel the subscription with the first person we talk to? But so easy to get a subscription? Waste of time and not even fast broadband to be honest. At the end of it we still have to pay a charge and it is safe to say we will not be using Virgin Media again and we will be telling every single one of our friends and family about this atrocious service.
- Location
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- Location
- Aldridge
- Reviewing
- Virgin Media
- Date
- 2015-09-22
- Comments
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The internet is super unreliable. It's always crashing. For the past two days its been unusable, will still be charged for it thought. When it does work I get about 25-30 mb download so not bad. Just a shame it is so unreliable!!!! They love putting the bills up as well. Won't use them when we move soon.
- Location
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- Location
- Alg
- Reviewing
- Virgin Media
- Date
- 2016-05-24
- Comments
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Bad and awful company.i want to leave them.every 30 min i cant access internet.i signed the contract 50mb for 19£ second day they changed the contract.they told me 50mb after installation i found it is 20mb
I will not stay with them any more
- Location
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- Location
- Allan
- Reviewing
- Virgin Media
- Date
- 2015-07-16
- Comments
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Do not go with virgin!! They have made a huge hole in our wall upon installation & are now ignoring us when we are asking for someone to fix it. Our landlord is going to deduct £300 from our deposit to fix it.
- Location
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- Location
- Allen
- Reviewing
- Virgin Media
- Date
- 2021-03-31
- Comments
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Don’t bother worst customer services in the world still awaiting a response from a complaint 8 weeks ago do not take loyalty seriously! Broadband speed ok when it works.
- Location
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- Location
- Alsager
- Reviewing
- Virgin Media
- Date
- 2021-09-20
- Comments
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We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 penalty. I wrote and phoned virgin media customer service. They ignored me and I now have a debt collection agency chasing me. Very poor customer service.
- Location
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- Location
- Alsager
- Reviewing
- Virgin Media
- Date
- 2021-09-22
- Comments
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In summary, terrible customer service. We needed to move house to an area that virgin media do not offer coverage. I therefore after 10years of being a virgin media customer needed to terminate my contract. Virgin media rewarded my 10 years loyalty with a £250 contract cancellation penalty. I wrote and phoned virgin media customer service to try and resolve They ignored me and I now have a debt collection agency chasing me. Very poor customer service. I will never buy a Virgin product again
- Location
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- Location
- Altrincham
- Reviewing
- Virgin Media
- Date
- 2023-08-10
- Comments
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Absolutely awful.
My step mother has lost the phone number she has had since 1969. She's 90 years old. She was given a replacement number. I have had three lengthy telephone conversations with Virgin Media over the last two months, each promising to rectify the problem in ten to fourteen days. Still no solution and the replacement phone number she was given was also disconnected after that first phone call. Two months without being contactable for a 90 year old woman is incredibly difficult for her and quite disgusting. Shame on you Virgin Media.
- 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.