4,684 Customer Reviews over 118 pages
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2016-05-12
- Comments
-
Had signed up to get broadband and telephone line in from virgin 3 weeks ago. No broadband equipment was sent out to be installed. Today was meant to be the install date so phoned to ask about this and they said there must have been a mistake! Not only has it took 3 weeks so far but now I will be left without Internet and phone line for a while. Also I have a disabled child living with me who depends on Internet on a daily basis! The customer service also was pathetic! Did not want to help at all and always passed the blame to someone else! Although they won't make the mistake of taking payment out of my bank account! If your thinking of getting virgin think again! Never had this problem with sky!
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2019-11-10
- Comments
-
I cant understand how a business can be allowed to function for so long with the system they have in place.
Twice they have doubled up on my bill. The first time I had to pay for two bill double up error before their staff could transfer me through to customer care to have my connections switched back on. I got no apology and I wasnt credited the money back into my account. Instead they said my next bill would now only be due in two months time. They also tried to sound like they had done me a favour!
Second time... I said I was canceling my account and going with a different provider. They had offered that if I take a virgin mobile sim I could keep the same package and reduce my total by £50 a month. GREAT. Except that they still charged me £144 for my package and then when I wouldn't pay for a sim extra £22 they sent the £22 bill to a debt collector after just 30 days.
This is where they despite being paid £144 a month for the rest of my services decided they wanted two Bill's in advance again. Are you confused yet? Because I was.
This is so I have to keep using their services for another two months and perhaps in the hope that I will calm down.
Really feel they should be investigated. Their staff apparently cannot switch accounts on or transfer calls to customer care unless the amount on the screen is paid. Whether that amount is wrong or not.
Worst provider... I dont care how fast your broadband service is or if you can get me all the champions league matches ... for what you're charging I can get club season tickets flights and accommodation and there's noway it costs you anywhere near that ammount to run these services.
This doubling up on billing is a joke. Do you give your staff their wages in advance? I doubt it.
Enough said.. I'm no longer paying Virgin media for the privilege of recieving this pain in the backside every other month.
No longer under contract.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2014-11-14
- Comments
-
It's brilliant when it works but right now I'm using giffgaff internet to ask why my virgin simply isn't working at all even when the modem isn't flashing any suggestions of difficulties.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2018-05-31
- Comments
-
speed of this is so bad that when u using more than 3 devices the inthernet will be slow and you will not be able to do anything. evry 2-4 days have to restart the router because it wont work at all. when u contact them and tell about it they will want the extra money for the new router and even when u get the new router it still happends
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2018-11-26
- Comments
-
Awful company I moved they couldn't provide me with the service I had to pay disconnection fee customer reps are idiots I will never deal with these people again
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2017-11-24
- Comments
-
I was charged an early cancellation fee of £140 because I'm moving to a place Virgin Media does not service. I would've been willing to transfer my broadband to the new location but it appears it's my fault that I moved to a place they don't' supply. As my only consolation, I was told that I signed a contract and could've looked for a place that Virgin Media supplies before I moved. Really quite horrible for something out of my control. Also wildly more expensive than most other internet providers for unreliable broadband. I wouldn't use them again.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-12-20
- Comments
-
When it works it works well, I get great upload and download speeds, when it fails they tell me it'll take days for the engineers to fix a problem.
Now anyone with any knowledge of the internet knows that unless the problem is with the relay box right around the corner from you then they can disable the server and make a route around it; after all they're supposed to have the best broadband infrastructure in the UK so routing around one server hub would cause a small, almost unnoticeable drop in my total internet speed as well as everyone elses, it's made me wonder why they don't do this instead of putting me on their old wires and giving me an internet speed that is 30x slower than the download speed on my mobile phone (making me wish it had an unlimited data plan or you could pay X amount of money a day for unlimited data as I could just use it then as my internet while these sluggish engineers (who I was promised; probably falsely are there currently working on it)
I've seen one of the biggest servers for an MMO (eve's tranquility server, based in London, capable of holding upwards of 100k people on it) go down before repeatedly and the absolute max time it's ever been down for was one day; for which all players were reimbursed. If it does go down, four hours are usually the max one would have to wait for the engineers to have it running again. Oh yeah and since it's a multi node server (essentially it's own little big internet) they route around small problems while they are being fixed with people rarely noticing.
So if they can do it so easily why can't virgin engineers do the same.
Simple; the engineers are either not there (the person on the phone is lying; I'll call back to confirm after posting this), they are completely incompetent that they cannot locate the problem or they are working with equipment that is either above their ability or they were never trained to fix, hence being told that it will be fixed in 72h from our first call despite suffering problems for a week.
You'd expect them to notice a small problem and fix it but they need to be told about it.
Absolutely useless.
Sorry if some of this is incomprehensible, I've been doing three things at once not including the review.
Virgin media, it's about time you got on the ball and fixed these problems, rather than leaving us to sit and wait for days around the Christmas period.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-05-20
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-06-04
- Comments
-
Really unreliable service, aggressive throttling during peak times makes Netflix/NowTV/on demand/iTunes practically useless. So flakey.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2009-09-12
- Comments
-
Existing Virgin Media customer paying twice the price as the new deal for the 10Mb line for a 2Mb line that is constantly 'throttled back' to 1Mb
- Location
-
- Location
- BELFAST
- Reviewing
- Virgin Media
- Date
- 2017-03-14
- Comments
-
we have been with virgin for over 5 years. they were a good company to start but we moved plans to get a better deal and they have charged us for both wifis for the last year this has charged us over £300 and when we went to try and go back to our old policy they said we would have to pay an extra £275 cancellation fee.
IF I COULD 0*. THERE CUSTOMER SERVICE IS DISGRACEFUL.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-06-28
- Comments
-
Failed to provide proper service for 9 months now. No compensation and no explanations. Just refusal cancel my contract and excuses. Do yourself a favour and go elsewhere.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2019-07-02
- Comments
-
Honestly the worst broadband company I’ve ever dealt with. Was told the engineer would come between 9-4 to install so we were awake from about 8, and he came half an hour late in a 7 hour window. Then, when the new WiFi was installed we told him we couldn’t get any connections in the bedrooms. He told us this wasn’t his issue because he wasn’t actually from Virgin (yet was in a Virgin van and wearing a uniform??) and then left. Called customer services and had one person tell us we could get free boosters to help get connection upstairs, then another telling us we’d have to pay for the boosters! What’s the point installing the ‘fastest broadband’ if you can only get it in your hall and kitchen?! Their customer service is the worst and the broadband is totally unreliable, honestly just save yourself the stress and use any company but these cowboys!
- Location
-
- Location
- belfast
- Reviewing
- Virgin Media
- Date
- 2015-09-23
- Comments
-
I've had a complete nightmare with virgin media, i have had to call them more than 20 times about my service, my wifi connection dosnt work all the time it constantly disconnects all my devices and when i phone virgin to try to get it fixed im told the same 2 things "I cannot see anything wrong on our end" and "ive made some changes to your router" they do not belive that your having issues and it has even now spred to a wired connect and im still told there is nothing wrong, i would not be phoning if nothing was wrong, in my opinion they are the worst customer service team ive ever delt with. It did seem to work fine for the first couple of months but they do not want to help when something goes wrong i cannot wait to get this out of my home! Please avoid
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2016-09-18
- Comments
-
Extremely poor customer service. Upon cancelled your virgin media, you will be sent a box to return the kit. I have contacted virgin 5 times regarding this kit, it has been 7 weeks and they still have not sent me one out. If you do not return the kit, they will give you a very large fine. The virgin staff are extremely unhelpful and fairly rude too. Very difficult to contact as they lines are always busy, you should expect to wait an hour to get through. The broadband speed and reliability is actually quite good, shame their customer service is horrendous.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2022-11-21
- Comments
-
This is the second time I’ve had virgin in and now I remember why we got rid of it in the first place. If a sparrow farts in the street the internet goes down. Utterly utterly useless. I can’t update any of my devices. I can’t play my consoles
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2017-12-14
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2017-03-29
- 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
- Belfast
- Reviewing
- Virgin Media
- Date
- 2009-11-24
- Comments
-
Brilliant speed and value for money WHEN ITS WORKING! Very unreliable.
- Location
-
- Location
- Belfast
- Reviewing
- Virgin Media
- Date
- 2015-04-02
- Comments
-
I have been with Virgin for over 10 years. Recently changed to Sky TV package but kept my broadband and phone package with them. Broadband had been fine for a while, after intermittent problems some time ago, but today it starting acting up again - kept dropping, rebooted modem and got it back, then it dropped again, over and over all day. So I rang them this evening to try to get the problem fixed and was told that it was due to "very high usage" in my postcode area (too many people using too little bandwidth after their recent sales push), that the engineers were working on upgrading the equipment and THIS SITUATION WOULD CONTINUE UNTIL SOMETIME IN JULY!!!!!!! So, I am faced with dreadful intermittent, slow broadband for the next 3 months or so?!?!?! This is NOT GOOD ENOUGH! You sell like mad, run out of capacity, do an upgrade (during which we suffer poor service) and then you sell like mad and we go round the cycle yet again. As far as I am concerned this is breach of contract and, unless this is resolved I shall be looking to cancel my contract with Virgin and move to another provider - probably BT or Sky. It will be slower (no Affinity here yet) but hopefully it will be more stable. Shame on you, Virgin. What most customers want/need is not lightning fast broadband, just reasonable speeds that are reliable and consistent. I believe Richard Branson is no longer involved with Virgin Media(?anyone know if that's correct??, else I would write to him in person about this.
- Location
-
- Location
- belfast
- Reviewing
- Virgin Media
- Date
- 2014-12-28
- Comments
-
awful internet provider, the speed is fine when it works, which has been becoming more and more rare, it just stops working at one point and wont give you anything until maybe a few hours later ,waste of time and money
- Location
-
- Location
- Belfast East
- Reviewing
- Virgin Media
- Date
- 2009-11-08
- Comments
-
I am paying for 20mbps. I struggle to get above 6.6. The Modem was replaced 6 months ago and again its messing around. Customer service is automated system with an average of 45minutes hold listening to brain damaging music. When you get through they want your home wired network pulled apart and the modem plugged in directly.
- Location
-
- Location
- Belfast N.I.
- Reviewing
- Virgin Media
- Date
- 2023-09-07
- Comments
-
I was happy with Virgin until I had to cancel. Seems to be par for the course. Customer service deserves -5*. Emails, phone, WhatsApp, chat or whatever it's nearly impossible to contact them. Then when I did they apologised and cancelled everything. Supposedly. Now 6 months later my bill has accumulated and is with Advantis. I told them that I hope they have more joy contacting Virgin. Please, in the name of all that is holy,AVOID!!!!
- Location
-
- Location
- Belfast Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2018-07-03
- Comments
-
The company has clearly lost touch with its customers. They decided to replace a part in the system that caused a cascading fault in Area 26. Then they try to cover their tracks by claiming its a fault without admitting it was their fault. What a disgrace. Six hours later it finally gets sorted at 6.10pm well after the close of business day causing my company a loss of business of an entire day, all because of an installation not properly tested beforehand, as opposed to a lightening strike, or bad weather and not admitting it was their fault on the first call but on the third call lol. I had to speak to one of their technicians on the street to get the real story. The phone team is a joke. I am leaving and going to Sky right away (not that I trust any of them really). Your promises are ridiculous, you give no power to your managers who are really supervisors anyway, and your reaction, we will give you money for the lost time online. What a joke, we lost business full stop and you owe us this instead of £1.85. I am done with this company.
- Location
-
- Location
- Belfast, NI
- Reviewing
- Virgin Media
- Date
- 2015-07-05
- Comments
-
ABSOLUTELY AWFUL!
We decided to move to Virgin from BT a year or two ago as their broadband wasnt really doing it for us. Safe to say that Virgin Media's service is far worse. At first the internet worked great but in the past few months our connection seems to be consistantly and suddenly cut for no apprent reason which is incredibly frustrating, and looking atbsome of the other reviews I can see that we are not the only ones. To give them some credit when the interent does work it works really well but there is something fishy about how often our connection drops. AVOID AT ALL COSTS!
- Location
-
- Location
- Belfast, Northern Ireland
- Reviewing
- Virgin Media
- Date
- 2014-03-25
- Comments
-
Even whilst connected via ethernet, I've been experiencing speeds below 10mbps at off-peak hours, with extremely high ping ranging from 100-600ms and high jitter. When it works, it works well with advertised speeds, but especially recently more often than not the internet has been extremely unreliable, with extreme ping and jitter issues, making the internet completely unusable. We're on the best package that Virgin offers us, and yet working from home and multiplayer gaming is an impossibility. Not only that, but Virgin increased our monthly cost without letting us know. Absolutely pathetic service.
- Location
-
- Location
- Belfast/Newcastle/Gateshead
- Reviewing
- Virgin Media
- Date
- 2019-01-10
- Comments
-
First, I'll starty off by saying that Virgin Media speeds are awesome.
Virgin Media offers a credit option that allows you to build up 2 months of bills before you're expected to pay if you choose the Pay Online option.
You are only required to pay the last bill of the two to restore your services if you are unable to pay the bill for one month.
This is great for anyone who may have financial diffulties or are self employed.
The service has 24/7 Technical support which is awesome but the billing team is only avalible Mon-Fri so try to be ontop of your bill or call before the weekend if a bill is due and you need a little more time to pay it.
The service has failed about 2-3 times in the 4 years that I've been with them and three places that I've lived.
Virgin Media has always done their best to resolve any issues and their automatic bot seems to fix a few before the agent even answers the phone.
I'd reccomend Virgin Media to anyone because of it's speed, reliablity and it's agent avaliblity.
- Location
-
- Location
- Berk
- Reviewing
- Virgin Media
- Date
- 2022-12-25
- Comments
-
Virgin Media(VM) proved to be the worst customer service I ever experienced in my life.
After a faulty broadband router I asked VM to replace it. A courier came a few days later to pick it up, without providing me a replacement.
As I felt that something was wrong, I started to record every interaction with VM (audio and chats).
To make it short, I battled with VM's so-called support to explain the situation and it turned out that absolutely nobody was able to understand my simple problem: "my broadband router was faulty and taken away by a VM courier, without being replaced, and since I am still paying the service with no Internet service at all. I need a new broadband router (can be refurbished), and without having Internet my work productivity is seriously hampered".
After wasting countless of hours with VM agents trying to explain the problem, I decided to cancel my service because the situation had become unbearable (I was even blackmailed to renew a 18-month contract if I want to receive a new broadband kit) and I couldn't keep working without Internet (has anybody tried to have an intelligent conversation with donkeys?)
Now that I left VM I am claiming the "Virgin Automatic Compensation" for 2 months I paid without enjoying the service, and the cherry on the cake, VM are harassing to return the broadband kit or face £145 fee.
I am not only going to file a complaint to Ofcom but my lawyer is also preparing a complaint directly to the court because it's bigger than small money claim (I can't give the details here).
Years ago I had recommended VM for it's sustained speed but now the service has become so execrable that it's far better to leave this company because me all they claim about quality and service is just a scam.
- Location
-
- Location
- Berkhamsted
- Reviewing
- Virgin Media
- Date
- 2020-10-28
- Comments
-
VM broadband customer since 2013. Paying £66 pm for 100mb, can only get 60mb, service out every 2 weeks over the summer, for the whole day, still haven't updated contact details, cust Serv is awful. switched for 1/2 the price. just annoyed i didn't do this last year.
- Location
-
- Location
- Berkshire
- Reviewing
- Virgin Media
- Date
- 2019-04-20
- Comments
-
Virgin Media The Worst Broadband Provider On Planet Earth
Virgin Media provide the worst of the worst customer service and keep putting their prices up and up and up and up. They are planning to increase my bill by 100% with no customer benefits whatsoever. Their call center staff are pushy, aggressive and totally unhelpful. With such poor service, their business must be suffering and to compensate, their remaining loyal customers are charged more whilst the sensible ones leave. Just look at their Trustpilot ratings, surely someone at Virgin must be looking at this and saying,,,,, boy have we got it wrong? or are they just too arrogant?
- Location
-
- Location
- Berkshire
- Reviewing
- Virgin Media
- Date
- 2018-08-24
- Comments
-
Virgin Media's boradband is fairly reliable but unless you're willing for them to put the price up by £3 three times a year, forget it!
Fed up, I tried calling to cancel the contract after receiving yet another one of these price increases only to be kept on hold for 35 minutes. Then they simply just disconnected the call. Terrible customer service.
- Location
-
- Location
- Berkshire
- Reviewing
- Virgin Media
- Date
- 2018-05-22
- Comments
-
I joined virgin media 12 months ago. At the time the messed up the package I should have had but they told me not to worry, they would apply a credit to my account each month to cover the error. They then told me i would be able to get another good deal when my contract expires so the original error wont matter
12 months have passed and the new offer they are giving me is not as good as i could have had if they had set the account up correctly 12 months ago. Even though this is their error, they are prepared to do NOTHING to rectify this and even encouraged me to leave on the phone
Shocking to say the least. I work in customer service and cannot believe how they treat existing customers! A new customer could move top them now on the same package as I have and pay £49 per month. My "special offer" as a loyal customer is £60 per month! Loyal???
Why am I being penalised
Good Bye Virgin Media. Hopefully other customers will read this avoid joining you before they fall for the attractive introductory rates you offer
- Location
-
- Location
- berkshire
- Reviewing
- Virgin Media
- Date
- 2020-07-24
- Comments
-
All was good with VIRGIN until I decided to cancel….been a loyal customer for years and would have recommended them BUT UNTIL I TRIED TO CANCEL….I am moving and needed to cancel my contract and virgin do not cover our new address....BUT!!!!!it is near impossible to cancel, took me over 4 hours to achieve this, on the phone for over 2-3 hours cut off twice...told I could not cancel by phone and to go on web site chat....did this again over 3 hours on line and did not get any response during this time.....very disappointed as up to cancelling I would have recommended virgin..... virgin aware on my frustration and disappointment BE VERY SURPRISED IF I GET RESPONSE??..... VIRGIN MAKE IT AS DIFFICULT AS POSSIBLE TO CANCEL...….due to the current coronavirus there will be a lot of people in financial difficulties and they make it near on impossible to cancel....who has time to hang on phone for 4 hours trying to exercise the right to cancel!!!!!!!!!
It is absolutely disgusting the way they treat loyal customers …..on the phone I was told in no uncertain terms I could not cancel via phone..BUT I COULD ADD OR CANCEL SOME OF MY FEATURES ON THE PHONE!!!!!!.....I was told someone would ring me back....never did....asked to speak to a manager ….said I would hold until they were free...I did this for 45 minutes and then was cut off....they had took my number and promised call back if cut off…….never happened what a surprise!!!!!!!!
I am really angry and would never recommend or use any virgin products again
I HAVE WASTED OVER 4 HOURS TRYING TO DO ONE SIMPLE TASK!!!
WHY DON’T THEY ….have link on your personal online account where you can cancel contract??????????????
WHY DON’T’ THEY ...make cancelling contract on phone easy...…
BECAUSE THEY TREAT CUSTOMERS WITH CONTEMPT!!!!!!!!!!
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2018-04-23
- Comments
-
Virginmedia signed me up misleading circumstances tsaying they would provide me with all 3 services but didn’t tell me I would be waiting up to 3 months for the phone to be connected so as a result as sky cut me off on the date I agreed (I thought vVirgin would have switched by then)so have lost My home number of 35 years which wil cause me a lot of agro —- I would give Virginmedia -5stars if I could !!!
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2022-06-24
- Comments
-
Worst broadband service and customer service ever. I paid good money for 100mb per month and the broadband always down for no reason and the speed hover around 50 to 100mb, most of the time between 50-75mbps.. complaint many times about it they end up telling me there are too many devices in the house so asked me to upgrade to 200mb and I did to try it out, end up same problem, speed mostly 30 to 50% slower and broadband line is unstable and disconnected. now the broadband is offline for 3 days.. I am leaving VM for good, waited more than 1 hour for customer service to connect me to 'cancellation team'.. worst provider ever..
- Location
-
- Location
- Bexley
- Reviewing
- Virgin Media
- Date
- 2021-08-24
- Comments
-
Absolutely astonished when I call to report an intermittent broadband fault all they want to do is try to sell me a more expensive router and mobile SIM card package… Customer services totally ****!!!
- Location
-
- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2014-09-18
- Comments
-
My bundle is 50mbs but what I get is 10/20mbs. So where that 50mbs???
I lose connection to internet several times a week.
Very, very Poor customer service. Practically non-existent.
I with Virgin for nearly 4 years and I think now is good time to leave.
I really fed up with all virgin media lies. Advertised 50mbs internet, but I get a not reliable 10/20mbs internet.
- Location
-
- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2015-01-25
- Comments
-
Wished I hadn't left sky all the hype Virgin dish out does not meet up to the advertising. Broadband very slow. TV useless. Phone very bad crackly line,no tone on phone to inform you that a message has been left. I have now had to pay to have evening and weekends added to my package as daytime calls are very very expensive.
- Location
-
- Location
- Bexleyheath
- Reviewing
- Virgin Media
- Date
- 2015-08-14
- Comments
-
Absolutely appalling speed! No value for money!
- 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.